Governing for Results 13 - Washington State Digital Archives

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Department of Printing Merge Purge The Department of Printing (PRT) frequently receives customer mailing lists that contain duplicate names and/or addresses. Traditionally, identifying and removing duplicate records has not been feasible for customers or PRT due to the volume of mail jobs and records. This has resulted in unnecessary printing and postage expenses for customer agencies and mail recipients receiving duplicate mailings. The team implemented a process utilizing computer software that enables PRT to analyze customer databases for duplicate records prior to printing. This process eliminates duplicate records received from customers, decreases printing and postage costs associated with duplicates, and increases customer satisfaction for PRT and other agency customers. Results ★ Removed 11,788 duplicate records in two weeks. ★ Saved customers $3,173 in printing and postage costs in two weeks. ★ Increases customer satisfaction. Team Name: No More Duplicates Team Members: Chad Perschon, Glenn Bowlsby, Sharie McCafferty, Doug Dow CONTACT: Chad Perschon, (360) 570-5063 57
Department of Printing Customer Service Representative Program Through customer surveys and other customer feedback methods, the Department of Printing (PRT) discovered that some customers were frustrated by their inability to get consistent answers from PRT. Customers did not know whom to contact for assistance or would receive different information depending on whom they contacted. Accessing the services provided by PRT could be confusing and frustrating. A Customer Service Representative (CSR) Program was developed to provide a single point of contact for each customer. The CSR receives and tracks customer print jobs throughout the entire printing process. The CSR also answers any questions that might arise regarding print jobs and serves as a liaison between the customer and production. The CSR Program has substantially improved customer satisfaction. Results ★ Increases customer satisfaction, by providing a single point of contact for all printing services. ★ Provides training to customers on methods to reduce costs. ★ Allows PRT production planning staff to concentrate on production issues. ★ Reduces turn-around time for all jobs. ★ Saves PRT customers an estimated $18,240 per year. Team Name: It’s all about you, the customer! Team Members: Dan Swisher, Larry Weber, Doug Dow, Evonne Anderson, Brian Rapacz, Jennifer Forté, Bob Cross CONTACT: Evonne Anderson, (360) 570-5020 58
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Dear Fellow Citizens: I am pleased
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SINGLE AGENCY PROJECTS Board of Acc
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Governing for Results 13 - Washington State Digital Archives

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