Governing for Results 2 - Washington State Digital Archives

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Department of HealthTechnology update gives efficient service at better priceThe Department of Health offers a toll-free hotline for callers to get updatedinformation on recreational shellfish beaches closed because of high levels of“red tide.” The former hotline system was cumbersome, labor-intensive andrequired hands-on, personal attention to make updates.The agency changed both the type of service and the service provider. The newsystem uses voice messaging instead of answering machines and can beupdated from a remote location, eliminating the need for personal attention.Results★ The agency expects to see savings of $726 each month.★ Staff expects to save about 70 hours each year.★ Number of incomplete calls has dropped from 18 percent to less than 2percent.★ Customers are better served.Team members: Jennifer Tebaldi, Linda Hanson, and Jan Jacobs Diment.CONTACT: Carol Knight-Wallace (360) 753-312915
Department of Labor and IndustriesCallers with questions avoid busy signalPersons calling two toll-free telephone services at Labor and Industries’frequently got a busy signal rather than help in dealing with their issues orquestions. The Office of Information Assistance hotline, which provides generalinformation and help to the public, receives about 20,000 calls a month. Thevolume of calls frequently exceeded the staff available to answer, resulting incallers getting busy signals. The line had 2,725 callers who got busy signalsbetween April 7 and May 16, 1997.The Provider Hotline is a toll-free number that helps doctors and othersproviding medical service paid by the state’s workers’ compensation system.That line receives about 18,000 calls a month.A team of hotline staff recommended several changes to improve and enhancethe two hotlines’ capability to answer more calls. These efforts included:tracking complaints to see where process improvement efforts were neededmost; placing timers on all hotline staff phones; changing hotline messages togive more information and more options.Results★ The OIA hotline reduced the number of busy signals by 52 percent.★ The Provider Hotline reduced the number of busy signals by 82 percent.★ Callers are less frustrated and can quickly get the information they need.Team members: Sandra Chakones, Diane Arnold, Judy Arnold, Stacy Arnold,Shelley Babayan, Rhonda Hubble, Chris Kneeland, Marie Sadac, MarleneRoberts, Susan Williams, Cynthia Dalebout, Bob Brown, Linda Bulkley, CharlesDerr, Ann Nielsen, Larry Whalen, Kim Head, Connie Nicholson, Raul De Leon,Tina De La Torre, Bill Travis, Gary Hattrup, Jeanette Thetford, Diane Hurd,Nancy Stoops, and Debbi Moran.CONTACT: Tressa Olson (360) 902-633616
Page 3 and 4: Welcome to the second edition ofGov
Page 5 and 6: Department of Labor and Industries1
Page 7 and 8: 69 Innovation saves time, increases
Page 9 and 10: Board of Industrial Insurance Appea
Page 11 and 12: Department of AgricultureInnovation
Page 13 and 14: Department of EcologyAdd emission t
Page 15 and 16: Department of Financial Institution
Page 17 and 18: Department of Fish and WildlifePerm
Page 19 and 20: Department of HealthAgencies combin
Page 21: Department of HealthRule streamlini
Page 25 and 26: Department of Labor and IndustriesD
Page 27 and 28: Department of Labor and IndustriesL
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Page 33 and 34: Department of LicensingChange in ve
Page 35 and 36: Department of LicensingMicrofilm se
Page 37 and 38: Department of PersonnelData warehou
Page 39 and 40: Washington State School for the Bli
Page 41 and 42: Department of Retirement SystemsPho
Page 43 and 44: Department of RevenueElimination of
Page 45 and 46: Department of RevenueInventory of '
Page 47 and 48: Department of RevenueWarrant team's
Page 49 and 50: Department of Social and Health Ser
Page 61 and 62: Department of TransportationA littl
Page 63 and 64: Department of Veterans AffairsRevie
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Page 67 and 68: Employment Security DepartmentChang
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Employment Security DepartmentTelep
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Health Care AuthorityFiling claims
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Health Care AuthorityRevised applic
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Office of Financial ManagementPerso
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Washington Council for Prevention o
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Washington Department of Correction
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Washington State Arts CommissionGra
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Washington State PatrolChange in fi
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Washington State PatrolRegular unle
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Western Washington Growth Managemen
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Governing for Results 2 - Washington State Digital Archives

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