2009 septa power point
DESCRIPTION
2009 Summer Internship Consulting Project at SEPTA. Summarization of 78 page report findings using process management idealogy and methodologies for process improvement.TRANSCRIPT
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Presented by:Twain D. McLeodAugust 20, 2009
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Purpose
(Purpose) Analyze C.C.T. Customer Service
Operations to identify opportunities, build awareness
and find ways to increase efficiency, quality and
accountability. In addition, review functions of
Route Match that pertain to customer service for
efficiency and quality control.
Focus1. 5 Areas of Focus for SEPTA CCT’s Operations
A. Front Desk
B. ADA Application & Evaluator Process
C. Recertification Application & Evaluator
Process
D. Shared Ride Program (SRP) Application
Process 7 Evaluator Process
E. Customer Service & Phone Analysis
2. General Observations/Findings/Solutions &
Route Match Feedback
3. Proposed Solution
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Front Desk Findings/Conclusions◦ Appendix C4 Modified
Dual Role
Three Triangles
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1. Pick Up
Mailed
Applications
Start
3. Put Completed
Applications Into
Pass/Route/Access
6. Update
AccessDatabase
5. SupervisorDistribute.
Instructions.
2. Sort Mailed
Applications
Completed ?
4. Pull
Incomplete
Application
Yes
No
7. Assign File to
EvaluatorsDone
Start
Done
3A SRP
2A. What
Type of
Applicant1A.
Walk ins
Stop 1A. Precedence
4A. ADA
5A. Process &
Assign ID
Cards
6A.Provide
Application
Materials
ADA Entry
ADA Entry
ADA Entry
S
ADA Entry
ADA Entry
ADA Entry
S
Front Desk
Front Desk Front DeskFront Desk
Front DeskFront Desk
ADA Entry
Appendix C4 Modified Dual Role:
Front Desk Staff Application Process Handling & Effects
Note: {Display of the front desk employee playing a dual role}
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Front Desk Findings/Conclusions
◦ Appendix C Summary Results
◦ Appendix C2
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Front Desk Mail
Sorting Mail
Sorting Apps.
[Faxes] Collect,Sort & Distrib. Walk-Ins
Previous Day Work
Same Day
Apps. & Work
Total Possible
Min.25 50 33 10 187 161 152 618
Appendix C. %’s Visual Display
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Walk./Prev. Same. Other:
56 25 19
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Front Desk Findings/Conclusions
◦ What does it all mean?
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Front Desk Findings/Conclusions
◦Appendix C3
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Day
Avg. of Total Walk-
ins 11.21.2008
- 07.10.2009
Mon. 8.3Tues. 9.1Wed. 7.2Thu. 7.6Fri. 7.4
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Front Desk Findings/Conclusions
◦ Appendix C7
Growing Demand & Forecast Accuracy
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Front Desk Findings/Conclusions◦ Appendix C6 (Purpose)- Anticipate Walk-In Demand for Strategic Allocation of
Resources for the Application Distribution and Handling Process.
Sign-In Book Primary Tool Used [Walk-In Data & Time Period is Per. Day].
Forecast Tool Applied to Front Desk Staff
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Front Desk Findings/Conclusions
◦ Re-Cap Appendix C. (Summary) 3 Points
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ADA Findings/Conclusions
◦ Personal Interview
Business Norm
2 Day Delay
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ADA Findings/Conclusions
◦ Appendix E4
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1. Work Day Set Up [New Apps.]
2. Log In Eval. Database
3. Rev. File Type [Med. Comp. Inc.]/PDF Fax Dr.’s
& Rel.]
4. Input Rev. Files into 3 Data.
5. Conf. PDF Fx’s
Stored In File
6. Input PDF Work Perf. 3 Data.
7. Patron Mailed Letters
8. P.W.I. P. [Approv. Apps/Rev Assess. /ID &
Con. Eval./File]
9.Phones
Appendix E4 ADA Evaluator Process
Map
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ADA Findings/Conclusions
◦ Appendix E1 Word Summary
Appendix E1 Relation to Data in Appendixes E, E2 & E3
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ADA Findings/Conclusions
◦ Appendix E
W/ Recap
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Recertification Findings/Conclusions
◦ What is Phone Recertification?
◦ Appendix A. Access Report)
84/145 = 57%
C.C.T. Operational Manual
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Recertification/Conclusions◦ Appendix A1 (Physical Demonstration) (External)
◦ Conclusion
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Recertification Findings/Conclusions◦ ADA Recertification Eligibility Administrator
Serve as Direct Supervisor
Train
Checklist
Consult w/ special cases
Procedure (Explain Proposed Methodology in Context to Proposed)
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Recertification Findings/Conclusions
◦ Recap
Cost & Time Saving Implications for Efficiency.
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SRP Findings/Conclusions
◦ Appendix D5
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Yes
No
1. Previous Day SRP Work 2. Phones
3. Organize Complete
d Application Setup Review
4. Send Back [Incomp./ Not 65
Older]5. Complete App. &
65 Older
6. PASS (Duplicate)
7. Med.Info. Ck. [Mobi./Med.
Abil./MATP]/Rt.Match & Pass]
8. No Medical Rides
9. Medical Rides Included
10. SRP Database [Input
Applicants]
11. Labels for SRP Approved
12. Separate File Folders [Completed Applications]
13. Print Labels/Sought Cards & Mail Out
Appendix D5 SRP Process Map
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SRP Findings/Conclusions
◦ Appendix D3 (Time Study Summary) Word Doc.
(Side Note: I will explain D3,D4, D, D2 in the order presented)
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SRP Findings/Conclusions
◦ Appendix D3 (Time Summary Intervals)
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SRP Findings/Conclusions
◦ Appendix D4
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Previous Day SRP Work Phones
Organize Completed Application
Setup/ReviewPASS
(Duplicate)
Medical Information
Check
SRP Database [Input
Applicants]-
Labels for SRP
Approved Separate File
Folders
Print Labels/Sought
Cards Total:120 150 20 9 72 15 9 2 8 405
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Prev.D Work/Md.
Con. Pass/SRP Other: Total192 24 189 405
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SRP Findings/Conclusions
◦ Appendix D
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SRP Findings/Conclusions
◦ Appendix D2
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SRP Findings/Conclusions
◦ Recap
1 Hour
2 Day Business Norm
No Outside Allocation of Resources
Labor Intensity
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Customer Services & Phone Analysis ◦ Appendix J.
◦ 99.2% of Received Claims Handled Since 2005.
◦ 1% Increase in Claim Handling Capability.
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Appendix J. Trend of 5 Year Claims Handled & Display for 1% Change Increase
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
8,000
9,000
July
August
Septem
ber
October
November
Decem
ber
January
Febru
aryMarc
hApri
lMay June
Month
Han
dled
in 1
,000
's Handled 09
Handled 08
Handled 07
Handled 06
Handled 05
Linear (Handled 06)
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Customer Services & Phone Analysis ◦ Appendix J2.
◦ 1% Decline in Inefficiency 60 Second Queue.
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Appendix J2 Claims Handled in 90 Sec.
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Customer Services & Phone Analysis ◦ Appendix K1-K6.
◦ Mon. & Fri. – 39%
◦ Tues.- Thurs. – Decreasing at Increasing Rate
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Summary Of Findings
◦ What Does it All Mean?
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Functional Assessment
Use IVR/Logic Tree Capability to automate SRP
Dr. Search with Google
Paper Less
Business Etiquette
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Appendix F. (Proposed Solution)
◦ Final Thoughts