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Assumptions Social Security Administration Cooperation Interactive Voice Response Integration Inclination/Ability of FEMA to Change Budget Capability of Survivors to access FEMA information collecting resource o Website or Telephone
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FEMA Data Intake Process Redesign
Alison Maultasch, Ashley Wain, Jean-Max Buteau, Michael Johan Kanter, Winslow Sheffield, Zachary Graybill
Introduction & GoalsFEMA Data Intake Process Redesign• Effective, Efficient, and Automated Data Intake
Script.• Turbo-tax Approach. • Data Collection & Storage• Website
Assumptions• Social Security Administration
Cooperation• Interactive Voice Response Integration• Inclination/Ability of FEMA to Change• Budget• Capability of Survivors to access
FEMA information collecting resourceo Website or Telephone
Flow & ScriptFlow• Hub questions• Branching system
Script• 2 Types of Script:
o Phone Script IVR
o Website Script /Question Sequence. “Turbo-tax” system
Database • Separates sensitive user information &
claim information• Information tables disaggregated,
allows easy future updates/revisions• Fully functional and documented
Database
Web Description-Simple and efficient navigation-Easy to read font-Blue background/White text -Progress bar
Demohttp://student.seas.gwu.edu/~kantermj/
SWOTStrengths- Hub Questions
Weaknesses- Broad base communication
Opportunities- Growth, Flexibility
Threats- Technological change
Innovations● Cyclical Script Format
○ Automation○ Hub question○ Turbo-Tax Format
● Automated and Non-Automated○ Time efficiency○ Minimize Labor Hours○ Labor Costs
Recommendations● Addition of Languages● Integration of SSA Data● Implementation of Voice Recognition
Technology● Approval for FEMA to host questions for all
agencies
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