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FEMA Data Intake Process Redesign

FEMA Data Intake Process Redesign. Alison Maultasch, Ashley Wain, Jean-Max Buteau, Michael Johan Kanter, Winslow Sheffield, Zachary Graybill. Introduction & Goals. FEMA Data Intake Process Redesign Effective, Efficient, and Automated Data Intake Script. Turbo-tax Approach.

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FEMA Data Intake Process Redesign

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  1. FEMA Data Intake Process Redesign Alison Maultasch, Ashley Wain, Jean-Max Buteau, Michael Johan Kanter, Winslow Sheffield, Zachary Graybill

  2. Introduction & Goals FEMA Data Intake Process Redesign • Effective, Efficient, and Automated Data Intake Script. • Turbo-tax Approach. • Data Collection & Storage • Website

  3. Assumptions • Social Security Administration Cooperation • Interactive Voice Response Integration • Inclination/Ability of FEMA to Change • Budget • Capability of Survivors to access FEMA information collecting resource • Website or Telephone

  4. Flow & Script Flow • Hub questions • Branching system Script • 2 Types of Script: • Phone Script • IVR • Website Script /Question Sequence. • “Turbo-tax” system

  5. Database • Separates sensitive user information & claim information • Information tables disaggregated, allows easy future updates/revisions • Fully functional and documented

  6. Database

  7. Web Description -Simple and efficient navigation -Easy to read font -Blue background/White text -Progress bar Demo http://student.seas.gwu.edu/~kantermj/

  8. SWOT Strengths- Hub Questions Weaknesses- Broad base communication Opportunities- Growth, Flexibility Threats- Technological change

  9. Innovations • Cyclical Script Format • Automation • Hub question • Turbo-Tax Format • Automated and Non-Automated • Time efficiency • Minimize Labor Hours • Labor Costs

  10. Recommendations • Addition of Languages • Integration of SSA Data • Implementation of Voice Recognition Technology • Approval for FEMA to host questions for all agencies

  11. Questions & Comments

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