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Enhancing FEMA's Registration Process for Disaster Survivors

britain avatar
britain
16 diapositives · 300 Views · Jul 17, 2014

The project aims to re-engineer FEMA's registration process to provide timely, efficient, and uniform assistance to disaster survivors. The redesigned process embraces intuitive design akin to TurboTax, enhancing communication through a "One Voice" approach. New tools include a process flowchart, an automated script for initial information gathering, and a populating database for smoother data capture. The proposed website serves as a demo illustrating these innovations, all while ensuring compassion and support for survivors under stress and minimizing data redundancy.

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Enhancing FEMA's Registration Process for Disaster Survivors
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  1. FEMA Registration Process Re-Engineering Yehudah Abraham Aubrey Gunnels Jeff Birenbaum Shaffer Bond Liam Nealon Laura Kadue

  2. 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. EMSE 4197 Project Management - Team 1

  3. Our Goals Create New Flowchart (Process) Create New Script (Communication) Create Database (Data Capture) Create Website (Demo) EMSE 4197 Project Management - Team 1

  4. Flowchart • Redesigned Process • Embraced “Turbo Tax” styling • More efficient hierarchy • Data capture based on type of damage EMSE 4197 Project Management - Team 1

  5. Redesigned Process EMSE 4197 Project Management - Team 1

  6. Turbo Tax EMSE 4197 Project Management - Team 1

  7. Efficient Hierarchy EMSE 4197 Project Management - Team 1

  8. Script “One Voice” Balance of Efficiency and Compassion Innovative data capture EMSE 4197 Project Management - Team 1

  9. 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 EMSE 4197 Project Management - Team 1

  10. 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?” EMSE 4197 Project Management - Team 1

  11. 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.” EMSE 4197 Project Management - Team 1

  12. 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 EMSE 4197 Project Management - Team 1

  13. Website • Live website that illustrates the functionality of new design • Demo Link: • http://www.student.seas.gwu.edu/~liamn/Website/ EMSE 4197 Project Management - Team 1

  14. 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 EMSE 4197 Project Management - Team 1

  15. 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 EMSE 4197 Project Management - Team 1

  16. Questions or Comments? EMSE 4197 Project Management - Team 1