SAVE Award 2011 Ideas

FEMA call center staff currently work 7a-1a Eastern, 7 days per week. 86% of their registrations are taken M-F and 94% are taken from 8a-9p, most by 8pm. Reducing the hours of operation to M-F, 8a-8p would save the Agency upwards of $1M in night/weekend differential pay and $1M+ in nighttime facility services with little degradation in service.

FEMA offers a website by which a survivor can check the status of their... more »

As it stands now, the calling service centers are virtually useless and frustrate almost every single veteran that calls in.

My first suggestion is to create comprehensive digital copies of every claim file with a scan of every document of record. This is important because many RO's are still processing hardcopy claims based on "what's in the file." This would also help in general for claims processing.

Our RO's are... more »