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

Questions & Comments