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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