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Arra tlr presentation

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Rosalyn Alleman

The document discusses the NTL's "TIGER Team" which was created to address questions from customers about the American Recovery and Reinvestment Act (ARRA). The TIGER Team set up a knowledgebase to store and search frequently asked questions (FAQs) about ARRA funding. They created basic FAQs after the ARRA passed and added more over time based on modal administration questions and answers. The TIGER Team reported volumes and types of questions answered, top FAQs, and unanswered queries to provide transparency around ARRA information needs and the NTL's response.

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The NTLs Recovery Act TIGER Team Transportation Libraries Roundtable Rosalyn Alleman Reference Librarian
Recovery Act Customers and Questions Customers: Questions: Congressional offices Is my project/organization State and local eligible for ARRA funding? governments What type of funding is Businesses available, and from which Private citizens agency? How do we apply for/spend/report on funding? Submitting required certifications/reports
Recovery Act FAQ Library - Introduction Stakeholders looking for answers to urgent questions about ARRA funding, many questions not unique NTL had knowledgebase set up already in RightNow Modal administrations had FAQs scattered all over RightNow Knowledgebase allowed storing and searching all FAQs at the same site
Creating FAQs Customers Need Created basic FAQ right after ARRA passed, with links to DOT agencies, legislation, states, etc. in response to customer inquiries before TIGER Team initiated program Created other FAQs based on mode-specific Q&A; checked for updates regularly Created FAQs based on answers to our questions by specialists within DOT
Arra tlr presentation
Arra tlr presentation
Arra tlr presentation
Arra tlr presentation
TIGER Team Reporting - Objectives Indicates volume of questions we answer and for which DOT agencies (FHWA, FRA, etc.) Shows who our customers are (specific government agencies) Shows what the hot issues are for a given week (top FAQs) Lets the DOT agencies know about unanswered queries to their agencies by the NTL Based on the classifications given to each incident as it is resolved
Recovery Act Reporting: Daily Counts total questions answered that day Identifies questions waiting for response from Recovery Act points of contact throughout the DOT by agency and number of days waiting
Recovery Act Reporting: Weekly Top 3 FAQs for the week (# times used by Reference team to answer questions) Number of e-mails vs phone calls Summary of subjects and number of questions handled for each administration Graph showing weekly totals Summary of customer types including list of all federal/state/local governments that contacted us Summary of top FAQs on the web site (ranked by usage)

More Related Content

Arra tlr presentation

  • 1. The NTLs Recovery Act TIGER Team Transportation Libraries Roundtable Rosalyn Alleman Reference Librarian
  • 2. Recovery Act Customers and Questions Customers: Questions: Congressional offices Is my project/organization State and local eligible for ARRA funding? governments What type of funding is Businesses available, and from which Private citizens agency? How do we apply for/spend/report on funding? Submitting required certifications/reports
  • 3. Recovery Act FAQ Library - Introduction Stakeholders looking for answers to urgent questions about ARRA funding, many questions not unique NTL had knowledgebase set up already in RightNow Modal administrations had FAQs scattered all over RightNow Knowledgebase allowed storing and searching all FAQs at the same site
  • 4. Creating FAQs Customers Need Created basic FAQ right after ARRA passed, with links to DOT agencies, legislation, states, etc. in response to customer inquiries before TIGER Team initiated program Created other FAQs based on mode-specific Q&A; checked for updates regularly Created FAQs based on answers to our questions by specialists within DOT
  • 9. TIGER Team Reporting - Objectives Indicates volume of questions we answer and for which DOT agencies (FHWA, FRA, etc.) Shows who our customers are (specific government agencies) Shows what the hot issues are for a given week (top FAQs) Lets the DOT agencies know about unanswered queries to their agencies by the NTL Based on the classifications given to each incident as it is resolved
  • 10. Recovery Act Reporting: Daily Counts total questions answered that day Identifies questions waiting for response from Recovery Act points of contact throughout the DOT by agency and number of days waiting
  • 11. Recovery Act Reporting: Weekly Top 3 FAQs for the week (# times used by Reference team to answer questions) Number of e-mails vs phone calls Summary of subjects and number of questions handled for each administration Graph showing weekly totals Summary of customer types including list of all federal/state/local governments that contacted us Summary of top FAQs on the web site (ranked by usage)

Editor's Notes

  1. Example of FHWA Q&A web site
  2. RNT ARRA FAQ site
  3. RNT FAQ example RNT ARRA FAQ site
  4. Creating/editing FAQs in RNT agent view
  5. Show Recovery Act Questions Reports_M-F here
  6. Show both weekly reports.