First Contact Component of Common Intake

Sponsor: Commissioner Laura Fortman

VSM Manager(s): Steve Campana

Process Description: To gather information from first contact and map process until the close of the first interaction.

Problem Statement: This client is asked to submit duplicate information and results in multiple visits before client can be served.

Customer/Clients: A client is defined as any individual or business that contacts MDOL or its partners which may result in the capture of biographic or corporate specific data.

Supplier: A supplier is either MDOL or a business in a partnership with MDOL.

Process Boundaries:
First Step: First contact with MDOL by visit, phone or web site.
Last Step: End of first contact in which data may be collected and interaction is closed.

Measurement Targets:

Resources Available: Standard VSM tools {flip charts, post its, markers, etc.} A data manager will be named so that metrics can be captured and then transferred to Visio / Excel.

Team Members:

To be determined by VSM Manager