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1
Improving Customer Service Through Electronic Data
Management & Paperless Data Delivery~~~~~
The USEPA Region 2 Experience
Linda M. Mauel Chief, Hazardous Waste Support
Section
Jennifer FerandaCLP Project Officer/RSCC
May 2009
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How Do You Improve
Customer Service
at the same time you are…
Going “Green” Reducing Resources
Increasing Productivity Saving the Superfund Program 1.5 Million Dollars
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How Do You Improve
Customer Service ?
Improve
Timeliness in delivery of data
Data delivery medium
Assessment tools
Access to information
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Summary of R2 Initiatives
Required use of UPF-QAPP Policy Comprehensive Analytical Request Form Preliminary Electronic Data Deliverables Non-Routine Analytical Services EDDs CLP Data Assessment Tool (DAT) Editor Combined Electronic & Manual Data
Review Electronic Validated CLP Data Forms R2 Superfund Database Compatibility QA Data Lifecycle Access Database
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Required Use ofUFP-QAPP Policy
All Superfund, Brownfields, RCRA projects Promotes Consistency
Reduces Amount of Text Electronic Worksheets
Faster Preparation/Review/Approval 4:1 reduction in # of revisions prior to
QAPP approval
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Comprehensive Analytical Request Form
(ARF)
Used for all Superfund analytical services requests (Region 2 lab, CLP, non-routine, potential sub-contracted work, etc.) Replaces separate Region 2 Lab & Contract
Laboratory Program (CLP) request forms Provides info to monitor FASTAC compliance
Created in Excel Submitted electronically Exports info to Regional tracking database
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Preliminary CLP Electronic Data
Deliverables (EDDs) Specialized EDDs processed through
Electronic data eXchange and Evaluation System (EXES) software Partially validated preliminary data
Resulting R2 customized EDDs provided in Excel superset spreadsheets To customer in 1–2 days of R2 receipt
from HQ Analyt. Services Branch (ASB) contractor
Delivered to customer by e-mail 50% reduced delivery time of data from
time of sample delivery to the lab
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Data Assessment Tool (DAT)
Editor For CLP Developed for use with Regional
CLP Excel spreadsheets Easy review of preliminary & final
validated data in the same format Used to assist validators in
comparing EDD and hard copy validated data
Accessible to customers through the Region 2 Intranet and Internet Read-only version available to all CLP
data users
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EDDs ForNon-RAS Parameters
Analyses procured thru OSRTI national contract
R2, HQ & a national lab collaborated to produce dioxin EDDs
EDDs in a modified R2 format processed through EXES software
Efforts to be expanded to include Air (TO-15) and PCB congeners analyses Reduced data validation times Increased availability of less expensive,
more quality assured analytical services
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Combined Electronic & Manual Data Review
Partially Validated CLP Data provided with EXES & Contract compliance Screening (CCS) reports
R2 performs streamlined manual validation and assessment of field & lab data using R2 data validation SOPs Customer turnaround times met, while
dramatically increased number of CLP analyses were procured & validated
$1.5 million savings to the Superfund program in data validation costs in FY’08
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Electronic Validated CLPData Forms
Data formatted for viewing by DAT Editor
Files merged & printed as .pdf files using Crystal software
Validated data forms delivered electronically Compliance with EMS and the Agency’s goal
toward paperless offices 50% reduction in copying costs and paper
copies of CLP data packages
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Region 2 Superfund Database Compatibility
Direct input of CLP EDDs into the R2 Superfund Database (EQUIS V)
Region 2, HQ ASB, ASB contractor & EQUIS vendor collaboration
Compatibility with R2 Superfund Database
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QA Data Lifecycle Access Database
Consolidates Region 2 QA tracking databases Permits collaborative inputting & information
retrieval Generates management & tracking reports
Improved centralized data entry Improved access to electronic QA data lifecycle
information from QAPP reviews to data archival Faster tracking of data status and information ARF & ANSETS comparisons for FASTAC compliance Larger source of information for report generation
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Database Report
Access has a one-click option to easily export the report into a Word
document for additional editing and easy printing.
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Summary
Development and implementation of these initiatives resulted in dramatic customer service improvements and efficiencies, and have increased DESA’s green practices.
These advances also: Support better implementation of the OSWER
FASTAC tiered analytical services procurement strategy
Encourage greater use of less expensive, more quality assured Region 2 & CLP analytical services as opposed to more costly subcontracted services with greater QA vulnerability
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Jennifer Feranda, USEPA Region 2
[email protected](732) 321-6687
Linda Mauel, USEPA Region [email protected]
(732) 321-6766
USEPA Region 2 Contacts