2009 Summer Internship Consulting Project at SEPTA. Summarization of 78 page report findings using process management idealogy and methodologies for process improvement.

1. Presented by: Twain D. McLeod August 20, 2009

4. 1. Pick Up Mailed Applications Start 3. Put Completed Applications Into Pass/Route/ Access 6. Update Acces s Database 5. Supervisor Distribute. Instructions . 2. Sort Mailed Applications Completed ? 4. Pull Incomplete Application Yes No 7. Assign File to Evaluators Done Start Done 3A SRP 2A. What Type of Applicant 1A . 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 Desk Front Desk Front Desk Front 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}

6. Appendix C. %’s Visual Display 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

7. Walk./Prev. Same. Other: 56 25 19

10. Day Avg. of Total Walk-ins 11.21.2008 - 07.10.2009 Mon. 8.3 Tues. 9.1 Wed. 7.2 Thu. 7.6 Fri. 7.4

16. 9.Phones Appendix E4 ADA Evaluator Process Map 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]

24. Yes No 1. Previous Day SRP Work 2. Phones 3. Organize Completed 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

28. Previous Day SRP Work Phones Organize Completed Application Setup/Review PASS (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

29. Prev.D Work/Md.Con. Pass/SRP Other: Total 192 24 189 405

36. Appendix J2 Claims Handled in 90 Sec. Appendix J2 Claims Handled in 90 Sec.