FEMA Registration Process Re-Engineering

Yehudah AbrahamAubrey GunnelsJeff Birenbaum

Shaffer BondLiam NealonLaura Kadue

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Problem Statement We are unable to provide timely,

efficient, and appropriate assistance as well as uniform (“One Voice”) information to the disaster survivor due to inconsistent and inaccurate guidance, inefficient data capture, ineffective communication, non-standard processes, and lack of access to the right tools.

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Our Goals Create New Flowchart (Process) Create New Script (Communication) Create Database (Data Capture) Create Website (Demo)

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Flowchart Redesigned Process Embraced “Turbo Tax” styling More efficient hierarchy

• Data capture based on type of damage

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Redesigned Process

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Turbo Tax

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Efficient Hierarchy

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Script “One Voice” Balance of Efficiency and Compassion Innovative data capture

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Script Automated initial information

• “Thank you calling the FEMA Disaster Relief Hotline. Please press one for English. Para español pulse dos.”

Same questions on Web format

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Script Display compassion for survivor

• “Thank you for providing that information. We have created an Applicant Identification Number for you to access your records by phone or web and check the status of your application.”

Efficacy of new process• “Do you have a way of writing it down

now?”

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Script Zip code identifier by location of

damage NOT Primary Residence• “Please enter the zip code of where your

damage occurred.” Accounts for survivors under stress

• “If you do not know the zip code please press pound.”

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Database Minimizes duplicate storage of

identical variables• Easier updating and database

administration

Use of boolean variables to store referral information minimizes storage space

Limits access to specific sets of information

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Website Live website that illustrates the

functionality of new design Demo Link:

• http://www.student.seas.gwu.edu/~liamn/Website/

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Innovations Design simplified to ease registration

for survivors under stress. Website and Phone registration as

“One Voice” Script emulates compassion for

survivors Database minimizes duplication of

variables Secure and simple data retrieval

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Recommendations Explore a non-SQL Database System

• Size/Storage Constraints Investigate further referral questions

• Other Agency/Department involvement Shift disaster identification to Zip

Code system• Limits number of questions to be asked

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Questions or Comments?