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FEMA Registration Process Report

FEMA Registration Process Report. Team 2 Ian Braker , Alix Cohen, Josie Strutz , Ian Morgan, Arthur Morales. Background. FEMA information collection – NPSC Provide assistance to families and individuals affected by disaster Confusing Irrelevant to survivor Specifically:

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FEMA Registration Process Report

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  1. FEMA Registration Process Report Team 2 Ian Braker, Alix Cohen, Josie Strutz, Ian Morgan, Arthur Morales

  2. Background • FEMA information collection – NPSC • Provide assistance to families and individuals affected by disaster • Confusing • Irrelevant to survivor • Specifically: • Inconsistent and Inaccurate guidance • Inefficient Data Capture • Non-standard processes • Lack of access to proper tools

  3. Project Goals Script Flow chart Website Organized Concise Efficient Proactive Compassionate

  4. Accomplishments Script: Redesigned, branching Flow Chart: Visualization of script Interface Prototype: Essentially a translation of the flowchart into an interactive user interface. Data Reference Model: Simplified version of the script and answer paths.

  5. Script Decomposition • Verification of the disaster status • Identify survivor • Application number is granted • Hangup prevention • Duplicate application prevention • Determine Disaster type • Disaster specific damages • Personal Damages • Account Creation

  6. SWOT Analysis

  7. SWOT Analysis

  8. Conceptual Design • Three main deliverables • Script • Flow diagram • Database prototype (website) • Objectives • Condition it to eliminate unnecessary questions • Ask important questions first • Humanizing and personalizing the call

  9. Conceptual Design Cont’d • Website • The website application process is conceptualized to mimic the phone application process • Left-side menu allows for manual application navigation • Account created on phone call (or online) may be used to finish, update or monitor application

  10. Web-Based Prototype • SQL written database • Over 60 entries • HTML Website • PHP used to connect to database • Hosted on the School of Engineering webserver • PHP makes a very dynamic website

  11. Features of the Prototype Allows for multiple applications on one account Summary of application Only shows relevant questions

  12. Website Demo http://student.seas.gwu.edu/~ipb_15/proto/home.html

  13. Areas for improvements • Better User Interface • Dynamic menu • Ability to check status of application • Ability to edit various parts of application

  14. Key Ideas User # and Application # The ability to revisit your application Check status

  15. Recommendations • Customer satisfaction survey • Data and numerical analysis of the phone calls over an extended period of time • Contacts-per-hour  plan for emploment  mitigates risk for understaffing • Expansion of the call center to other parts of the country

  16. Conclusion Our streamlined script, branching flow chart, and efficient website work together to make receiving disaster assistance as quick and easy as possible for survivors.

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