Consolidation of Pre-Trial Services Operational Work Sites a Capstone Project

Shanee’ FullerRonald Jackson

Yasmine Toye

Purpose of Project• Reduce work space into two properties– Potential to reduce budget items

• White House Initiative• One stop shop– Enhance customer service

PSA Journey as a Defendant

• Insert Video• (*note show the chart)

History of PSA Sites

History of PSA Sites

History of PSA Sites

History of PSA Sites

History of PSA Sites

History of PSA Sites

History of PSA Sites

History of PSA Sites

Research Rationale and Techniques

Resources• PSA Facilities

Management• PSA Research &

Development• Internet• PSA employees

Techniques Used• Survey using Standard

Deviation of Mean• Formal Meetings• Quantitative and

Qualitative Analysis • Technical research

All About The Money

• Review of budget

Using the Lab as a Reference

Customer Service Survey

• Our hypothesis: Clients will strongly agree that it is beneficial and convenient for PSA to be in one location

• Procedures used– Seven random participants from two

treatment groups– Scale of 1-5 • 1 meaning completely disagree and 5

completely agree.

Customer Service Survey Questions1. Do you agree that if you could see your case manager

and drug test at the same place it would help you?2. Do you agree that going to multiple locations is good

service for you?3. When you first got released from arraignment court, do

you agree that it was confusing when you had to report to other places?

4. When you first got released from arraignment court, do you agree that it would have been better to talk care of all your business if you just went to one place?

5. Do you agree that the process was confusing after arraignment court, and did that make you not want to repot back?

Customer Service Survey Results & Analysis

Customer Service SurveyQuestion #1Question #2 Question #3 Question #4 Question #5

5 5 5 5 45 5 4 5 45 5 5 5 55 5 5 5 55 5 4 5 45 4 5 5 34 5 5 5 45 5 5 5 15 5 5 5 15 5 2 5 21 5 1 5 22 5 1 5 33 2 2 5 33 3 3 5 3

Mean 4.14 4.57 3.71 5 3.14Standard Deviation 1.35 0.94 1.59 0 1.29

Benefits for all Stakeholders

• Increased enactment of PSA core values• Potential impact on compliance• Mitigates issues of confusion

White House Real Estate Initiative

• Disposing of Unneeded Federal Real Estate Memorandum

• Realignment of Federal Real Estate Memorandum

• Telework Enactment of 2010 –Possibly impact employee morale

Can this be Achieved?

• Analysis of Budget (Show me the money!)• Current contract obligations• Management buy-in

Potential Barriers

• Communication and interaction with Court Services

• Space needed for core functions• Collaboration of shared costs with CSOSA

Next Steps

• Focus Groups– Locations group– Budget analysis group– Logistics group– CSOSA & PSA focus group

Conclusion from Research

• There is a demand • There will be a significant impact on

customers service• There is a possible impact on budget items

Question and Answer