Governing for Results 13 - Washington State Digital Archives
Governing for Results 13 - Washington State Digital Archives
Governing for Results 13 - Washington State Digital Archives
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Department of Printing<br />
Increase Copy Center Billing Capabilities<br />
<strong>State</strong> agencies often contact the Department of Printing (PRT) inquiring and<br />
requesting in<strong>for</strong>mation pertaining to copy center billing. Access to this<br />
in<strong>for</strong>mation by Copy Center Billing staff had been restricted to the current and<br />
previous month, which made it difficult to answer customer questions. Through<br />
customer inquiries, PRT became aware that customers needed to obtain this<br />
in<strong>for</strong>mation promptly <strong>for</strong> accounting verification. This team implemented the use<br />
of a new ticket, which allows storage of billing in<strong>for</strong>mation <strong>for</strong> one year. Copy<br />
Center Billing staff are able to quickly respond to customer inquiries, thus saving<br />
time and increasing efficiency <strong>for</strong> PRT staff and customers.<br />
<strong>Results</strong><br />
★ Saves 144 FTE hours per year <strong>for</strong> PRT staff.<br />
★ Increases response time <strong>for</strong> customer inquiries.<br />
★ Increases accessibility to Copy Center Billing in<strong>for</strong>mation.<br />
★ Increases customer satisfaction.<br />
Team Name: Bigger, Better Billing<br />
Team Members: Patrice Lucas, Debbie Molenda<br />
CONTACT: Patrice Lucas, (360) 570-5072<br />
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