Customers to get faster answers with improved inquiry system
Ohio Department of Aging
Black Belt Project
Every division uses GovQA (an application adopted in 2009 to track constituent inquiries) differently and interprets policy differently. Variation in process between users and divisions. Information from the system is not used beyond tracking that someone responded to an inquiry.The original goals are not being met.
Expedite entry of inquiries into the system through an automated front-end portal.
Eliminate adding narrative information (not value added). Ensure accurate assignment (comprehensive matching lists). Have a new online customer satisfaction survey with four questions.
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Posted January 15, 2016
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