2009 SEPTA Power Point

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

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2009 SEPTA Power Point

  1. 1. Presented by: Twain D. McLeod August 20, 2009
  2. 2. <ul><li>Purpose </li></ul><ul><ul><li>(Purpose) Analyze C.C.T. Customer Service </li></ul></ul><ul><ul><li>Operations to identify opportunities, build awareness </li></ul></ul><ul><ul><li>and find ways to increase efficiency, quality and </li></ul></ul><ul><ul><li>accountability. In addition, review functions of </li></ul></ul><ul><ul><li>Route Match that pertain to customer service for </li></ul></ul><ul><ul><li>efficiency and quality control. </li></ul></ul><ul><li>Focus </li></ul><ul><ul><ul><li>5 Areas of Focus for SEPTA CCT’s Operations </li></ul></ul></ul><ul><ul><ul><ul><li>Front Desk </li></ul></ul></ul></ul><ul><ul><ul><ul><li>ADA Application & Evaluator Process </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Recertification Application & Evaluator Process </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Shared Ride Program (SRP) Application Process 7 Evaluator Process </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Customer Service & Phone Analysis </li></ul></ul></ul></ul><ul><ul><ul><li>General Observations/Findings/Solutions & Route Match Feedback </li></ul></ul></ul><ul><ul><ul><li>Proposed Solution </li></ul></ul></ul>
  3. 3. <ul><li>Front Desk Findings/Conclusions </li></ul><ul><ul><li>Appendix C4 Modified </li></ul></ul><ul><ul><ul><li>Dual Role </li></ul></ul></ul><ul><ul><ul><li>Three Triangles </li></ul></ul></ul>
  4. 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}
  5. 5. <ul><li>Front Desk Findings/Conclusions </li></ul><ul><ul><li>Appendix C Summary Results </li></ul></ul><ul><ul><li>Appendix C2 </li></ul></ul>
  6. 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. 7. Walk./Prev. Same. Other: 56 25 19
  8. 8. <ul><li>Front Desk Findings/Conclusions </li></ul><ul><ul><li>What does it all mean? </li></ul></ul>
  9. 9. <ul><li>Front Desk Findings/Conclusions </li></ul><ul><ul><li>Appendix C3 </li></ul></ul>
  10. 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
  11. 11. <ul><li>Front Desk Findings/Conclusions </li></ul><ul><ul><li>Appendix C7 </li></ul></ul><ul><ul><ul><li>Growing Demand & Forecast Accuracy </li></ul></ul></ul>
  12. 12. <ul><li>Front Desk Findings/Conclusions </li></ul><ul><ul><li>Appendix C6 (Purpose)- Anticipate Walk-In Demand for Strategic Allocation of Resources for the Application Distribution and Handling Process. </li></ul></ul><ul><ul><ul><li>Sign-In Book Primary Tool Used [Walk-In Data & Time Period is Per. Day]. </li></ul></ul></ul><ul><ul><ul><ul><li>Forecast Tool Applied to Front Desk Staff </li></ul></ul></ul></ul>
  13. 13. <ul><li>Front Desk Findings/Conclusions </li></ul><ul><ul><li>Re-Cap Appendix C. (Summary) 3 Points </li></ul></ul>
  14. 14. <ul><li>ADA Findings/Conclusions </li></ul><ul><ul><li>Personal Interview </li></ul></ul><ul><ul><ul><li>Business Norm </li></ul></ul></ul><ul><ul><ul><li>2 Day Delay </li></ul></ul></ul>
  15. 15. <ul><li>ADA Findings/Conclusions </li></ul><ul><ul><li>Appendix E4 </li></ul></ul>
  16. 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]
  17. 17. <ul><li>ADA Findings/Conclusions </li></ul><ul><ul><li>Appendix E1 Word Summary </li></ul></ul><ul><ul><ul><li>Appendix E1 Relation to Data in Appendixes E, E2 & E3 </li></ul></ul></ul>
  18. 18. <ul><li>ADA Findings/Conclusions </li></ul><ul><ul><li>Appendix E </li></ul></ul><ul><ul><ul><li>W/ Recap </li></ul></ul></ul>
  19. 19. <ul><li>Recertification Findings/Conclusions </li></ul><ul><ul><li>What is Phone Recertification? </li></ul></ul><ul><ul><li>Appendix A. Access Report) </li></ul></ul><ul><ul><ul><li>84/145 = 57% </li></ul></ul></ul><ul><ul><ul><ul><li>C.C.T. Operational Manual </li></ul></ul></ul></ul>
  20. 20. <ul><li>Recertification/Conclusions </li></ul><ul><ul><li>Appendix A1 (Physical Demonstration) (External) </li></ul></ul><ul><ul><li>Conclusion </li></ul></ul>
  21. 21. <ul><li>Recertification Findings/Conclusions </li></ul><ul><ul><li>ADA Recertification Eligibility Administrator </li></ul></ul><ul><ul><ul><li>Serve as Direct Supervisor </li></ul></ul></ul><ul><ul><ul><li>Train </li></ul></ul></ul><ul><ul><ul><li>Checklist </li></ul></ul></ul><ul><ul><ul><li>Consult w/ special cases </li></ul></ul></ul><ul><ul><ul><li>Procedure (Explain Proposed Methodology in Context to Proposed) </li></ul></ul></ul>
  22. 22. <ul><li>Recertification Findings/Conclusions </li></ul><ul><ul><li>Recap </li></ul></ul><ul><ul><ul><li>Cost & Time Saving Implications for Efficiency. </li></ul></ul></ul>
  23. 23. <ul><li>SRP Findings/Conclusions </li></ul><ul><ul><li>Appendix D5 </li></ul></ul>
  24. 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
  25. 25. <ul><li>SRP Findings/Conclusions </li></ul><ul><ul><li>Appendix D3 (Time Study Summary) Word Doc. </li></ul></ul><ul><ul><ul><ul><li>(Side Note: I will explain D3,D4, D, D2 in the order presented) </li></ul></ul></ul></ul>
  26. 26. <ul><li>SRP Findings/Conclusions </li></ul><ul><ul><li>Appendix D3 (Time Summary Intervals) </li></ul></ul>
  27. 27. <ul><li>SRP Findings/Conclusions </li></ul><ul><ul><li>Appendix D4 </li></ul></ul>
  28. 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. 29. Prev.D Work/Md.Con. Pass/SRP Other: Total 192 24 189 405
  30. 30. <ul><li>SRP Findings/Conclusions </li></ul><ul><ul><li>Appendix D </li></ul></ul>
  31. 31. <ul><li>SRP Findings/Conclusions </li></ul><ul><ul><li>Appendix D2 </li></ul></ul>
  32. 32. <ul><li>SRP Findings/Conclusions </li></ul><ul><ul><li>Recap </li></ul></ul><ul><ul><ul><li>1 Hour </li></ul></ul></ul><ul><ul><ul><li>2 Day Business Norm </li></ul></ul></ul><ul><ul><ul><li>No Outside Allocation of Resources </li></ul></ul></ul><ul><ul><ul><ul><li>Labor Intensity </li></ul></ul></ul></ul>
  33. 33. <ul><li>Customer Services & Phone Analysis </li></ul><ul><ul><li>Appendix J. </li></ul></ul><ul><ul><li>99.2% of Received Claims Handled Since 2005. </li></ul></ul><ul><ul><li>1% Increase in Claim Handling Capability. </li></ul></ul>
  34. 34.
  35. 35. <ul><li>Customer Services & Phone Analysis </li></ul><ul><ul><li>Appendix J2. </li></ul></ul><ul><ul><li>1% Decline in Inefficiency 60 Second Queue. </li></ul></ul>
  36. 36. Appendix J2 Claims Handled in 90 Sec. Appendix J2 Claims Handled in 90 Sec.
  37. 37. <ul><li>Customer Services & Phone Analysis </li></ul><ul><ul><li>Appendix K1-K6. </li></ul></ul><ul><ul><li>Mon. & Fri. – 39% </li></ul></ul><ul><ul><li>Tues.- Thurs. – Decreasing at Increasing Rate </li></ul></ul>
  38. 38. <ul><li>Summary Of Findings </li></ul><ul><ul><li>What Does it All Mean? </li></ul></ul>
  39. 39. <ul><li>Functional Assessment </li></ul><ul><li>Use IVR/Logic Tree Capability to automate SRP </li></ul><ul><li>Dr. Search with Google </li></ul><ul><li>Paper Less </li></ul><ul><li>Business Etiquette </li></ul>
  40. 40. <ul><li>Appendix F. (Proposed Solution) </li></ul><ul><ul><li>Final Thoughts </li></ul></ul>

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