Improving Customer Service Through Electronic Data Management & Paperless Data Delivery ~~~~~ The USEPA Region 2 Exp

1. Improving Customer Service Through Electronic Data Management & Paperless Data Delivery~~~~~The USEPA Region 2 Experience Linda M. Mauel Chief, Hazardous Waste Support Section Jennifer Feranda CLP Project Officer/RSCC May 2009

2. How Do You Improve Customer Service at the same time you are… • Going “Green” • ReducingResources • IncreasingProductivity • Saving the Superfund Program 1.5 Million Dollars

3. How Do You Improve Customer Service ? • Improve • Timeliness in delivery of data • Data delivery medium • Assessment tools • Access to information

4. How To Make It Happen?

5. Electronic Data Management& Paperless Data Delivery

6. Summary of R2 Initiatives • Required use of UPF-QAPP Policy • Comprehensive Analytical Request Form • Preliminary Electronic Data Deliverables • Non-Routine Analytical Services EDDs • CLP Data Assessment Tool (DAT) Editor • Combined Electronic & Manual Data Review • Electronic Validated CLP Data Forms • R2 Superfund Database Compatibility • QA Data Lifecycle Access Database

7. Required Use ofUFP-QAPP Policy • All Superfund, Brownfields, RCRA projects • Promotes Consistency • Reduces Amount of Text • Electronic Worksheets • Faster Preparation/Review/Approval • 4:1 reduction in # of revisions prior to QAPP approval

8. Comprehensive Analytical Request Form (ARF) • Used for all Superfund analytical services requests (Region 2 lab, CLP, non-routine, potential sub-contracted work, etc.) • Replaces separate Region 2 Lab & Contract Laboratory Program (CLP) request forms • Provides info to monitor FASTAC compliance • Created in Excel • Submitted electronically • Exports info to Regional tracking database

9. R2 ARF Project Info Worksheet

10. R2 ARF Analytical Information Worksheet

11. Preliminary CLP Electronic Data Deliverables (EDDs) • Specialized EDDs processed through Electronic data eXchange and Evaluation System (EXES) software • Partially validated preliminary data • Resulting R2 customized EDDs provided in Excel superset spreadsheets • To customer in 1–2 days of R2 receipt from HQ Analyt. Services Branch (ASB) contractor • Delivered to customer by e-mail • 50% reduced delivery time of data from time of sample delivery to the lab

12. Data Assessment Tool (DAT) Editor For CLP • Developed for use with Regional CLP Excel spreadsheets • Easy review of preliminary & final validated data in the same format • Used to assist validators in comparing EDD and hard copy validated data • Accessible to customers through the Region 2 Intranet and Internet • Read-only version available to all CLP data users

13. R2 DAT Editor Screen

14. EDDs ForNon-RAS Parameters • Analyses procured thru OSRTI national contract • R2, HQ & a national lab collaborated to produce dioxin EDDs • EDDs in a modified R2 format processed through EXES software • Efforts to be expanded to include Air (TO-15) and PCB congeners analyses • Reduced data validation times • Increased availability of less expensive, more quality assured analytical services

15. Combined Electronic & Manual Data Review • Partially Validated CLP Data provided with EXES & Contract compliance Screening (CCS) reports • R2 performs streamlined manual validation and assessment of field & lab data using R2 data validation SOPs • Customer turnaround times met, while dramatically increased number of CLP analyses were procured & validated • $1.5 million savings to the Superfund program in data validation costs in FY’08

16. Have You Ever Felt All That Paper Closing In On You ?

17. Or Keeping You From Getting Out From Under It?

18. Electronic Validated CLPData Forms • Data formatted for viewing by DAT Editor • Files merged & printed as .pdf files using Crystal software • Validated data forms delivered electronically • Compliance with EMS and the Agency’s goal toward paperless offices • 50% reduction in copying costs and paper copies of CLP data packages

19. Region 2 Superfund Database Compatibility • Direct input of CLP EDDs into the R2 Superfund Database (EQUIS V) • Region 2, HQ ASB, ASB contractor & EQUIS vendor collaboration • Compatibility with R2 Superfund Database

20. QA Data Lifecycle Access Database • Consolidates Region 2 QA tracking databases • Permits collaborative inputting & information retrieval • Generates management & tracking reports • Improved centralized data entry • Improved access to electronic QA data lifecycle information from QAPP reviews to data archival • Faster tracking of data status and information • ARF & ANSETS comparisons for FASTAC compliance • Larger source of information for report generation

21. Database Welcome Page

22. Database Form Selection Page

23. Database Input Form

24. Database Report Access has a one-click option to easily export the report into a Word document for additional editing and easy printing.

25. Summary • Development and implementation of these initiatives resulted in dramatic customer service improvements and efficiencies, and have increased DESA’sgreenpractices. • These advances also: • Support better implementation of the OSWER FASTAC tiered analytical services procurement strategy • Encourage greater use of less expensive, more quality assured Region 2 & CLP analytical services as opposed to more costly subcontracted services with greater QA vulnerability

26. USEPA Region 2 Contacts • Jennifer Feranda, USEPA Region 2 feranda.jennifer@epa.gov (732) 321-6687 • Linda Mauel, USEPA Region 2 mauel.linda@epa.gov (732) 321-6766

27. The End Questions ?