August 27, 2025
Hello Team Commerce,
As we embark on a new fiscal year at the Utah Department of Commerce, I am excited to share two pivotal goals in response to the DHRM survey many of you took in June, as well as our latest GRIT efforts, which are guiding our efforts and initiatives.
Goal One: Empowering Team Communication
Our first goal is to enhance internal communication by empowering individual teams to gather feedback and implement solutions. We recognize that much of our current communication is one-directional, focusing on disseminating information to employees.
To move forward, we envision a robust mechanism where supervisors can better engage with their team members to understand the nuances behind survey feedback. By facilitating open discussions, we aim to uncover the deeper reasons behind communication challenges and collaboratively develop solutions that foster a safer and more effective work environment. This initiative reflects our commitment to listening to our employees and continuously improving our workplace.
Goal Two: Targeted Compensation for OS I and OS II Positions
The second goal centers around pursuing targeted compensation adjustments for our Office Specialist I and II positions. These roles represent a vital part of our workforce, and we must offer competitive compensation to retain talented individuals who are the backbone of our department. We will collaborate with our DHRM representatives to present a compelling case for improving entry-level salaries in the upcoming fiscal year. Given the critical nature of these positions in shaping public perception and delivering services, we will act decisively to improve compensation, then recruit and retain the best talent.
GRIT Initiative
The GRIT program is a key driver of our goals and innovation in our public service efforts. We are actively contributing to this statewide effort through two main initiatives:
- Cost Accounting Process: This project is focused on developing an accurate and accessible understanding of the true cost of our departmental operations, services, and regulatory activities. This will empower us with precise financial data, enabling more informed decision-making, optimized resource deployment, and effective responses to evolving trends. We anticipate significant improvements in cost savings, time savings, strategic planning, and trend identification.
- Website Redesign: This initiative will enhance our digital services and resolve current website issues. It focuses on empowering customers with self-service options, reducing costs, and improving service delivery through a “One Lookup” concept for public transparency.
In addition, we have several ongoing GRIT examples:
- Consolidated Commerce Switchboard: This system streamlines phone support, improves employee productivity, and enhances customer service by centralizing inquiries and efficiently routing complex issues.
- The Commerce Innovation Lab is a tool designed to empower employees to submit innovative ideas that enhance efficiency and improve the customer experience within government agencies. By sharing innovations, the Lab tracks successful implementations and supports the GRIT initiative. These small wins lead to significant cost savings for taxpayers and foster a culture of continuous innovation and collaboration.
Both projects align with GRIT’s mandate for agencies to submit improvement projects and establish clear metrics to track cost savings, time savings, and improved service.
Performance Plans in Vantage
The Vantage system will streamline all HR functions into one comprehensive platform. As you know, we are transitioning to a five-tier performance management system designed to better differentiate employee performance levels. The new tiers are Unsuccessful, Needs Improvement, Successful, Highly Successful, and Exceptional.
You will soon begin working with your supervisor to transition your performance plans from Google Sheets into Vantage. Admin and DHRM will facilitate training sessions, including one-on-one coaching, to ensure everyone feels comfortable with these updates and the new rating system.
New Residential Construction Fraud Task Force
You may have already seen the headlines, but establishing our new Residential Construction Fraud Task Force and the appointment of the state’s first full-time prosecutor dedicated to these cases is truly a landmark achievement for Commerce. This initiative demonstrates our commitment to protecting Utahns from the staggering $32 million in construction fraud losses reported over the past three years, with only 4% of those losses recovered. Utah homeowners have faced significant challenges, including consistently high complaints about home repairs, remodels, and new home construction, where average losses can reach $302,000 per consumer. With over 1,100 construction complaints received by the Consumer Protection and thousands more by the DOPL, the need for proactive measures has become crucial.
As we pursue and prosecute those who defraud citizens, educate homeowners, and advocate for proactive regulatory reform, we aim to safeguard consumers and restore essential confidence in the construction industry. This endeavor reflects our leadership in protecting our citizens’ investments and ensuring they can trust contractors for their home construction and improvement projects.
Finally, we are currently putting together the annual report for FY 2025. We will soon contact divisions to request accomplishments and highlights to feature in the report.
On a personal note, I was recently honored at a cabinet meeting with a peer award (the Beehive). This recognition is a testament to the hard work and dedication that each of you contributes daily in fulfilling our mission to strengthen trust in Utah’s commercial activities.
Thank you for your ongoing commitment and collaboration. Together, we can achieve these meaningful goals and continue making a positive impact.
Warm Regards,
Margaret Busse
