Most Informal Dispute Resolutions will get done in just two days -- 46 days faster than the previous average time
Informal Dispute Resolution
Ohio Attorney General
Sheila Laverty (AG)
Jonathan Blanton, Fran DiDonato, Danielle Warner, Jenna Ansel, Sheila Laverty, Shelley Nixten, Patty Anderson, Heather Helton, Ida Parsley, Heather Stubbs, Brian Morrison, Melissa Wright, Rebecca Grace, and Nicole Bent
The current Attorney General (AG) Informal Dispute Resolution Process is often bogged down by unworkable complaints leading to a backlog, long processing times, and frustration on the part of consumers and AG staff. Customer service was impacted due to high workload and misaligned distribution of duties.
Faster closure of most complaints by empowering staff at all levels to close simple complaints at the lowest reasonable level. Consumers will be contacted sooner with clearer communication.
Transformed to a cohesive team: Group PIAs and specialists by category, and have specific assigned investigators and attorneys. • Enabling specialist to be redeployed to customer service: Establish realistic expectations with the consumers and redirect their time away from “scams” and “lemon law” complaints. Scams and lemon-law complaints will now be handled by the help center, allowing specialists to redeploy their time to critical complaints. • Tighten timelines: In the current process, consumers and suppliers were given an infinite amount of time to respond – leading to a significant backlog and long processing times. Going forward, a clear and documented process will close cases due to non-response.
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Posted June 30, 2015
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