Commuter Services Citation Appeals

Department: 
Transportation Services (TS)
Problem: 

It currently can take an average of 56 days for the Citation Appeals process and the appeal rate is at 22%.

Goal: 
  • Reduce the Citation Appeals process to 20 days or less
  • Reduce the appeal rate to 16% or less
Launch Date: 
April 2011
Leader: 
Kay Doherty
Leader Email: 
doherty3@uw.edu
Sponsor: 
Josh Kavanagh
Members: 

Chris McDivit (TS)
Alif Asefa (TS)
Kay Doherty (TS)
Jose Gonzalez (TS)
Mike Klaczynski (TS)
Mark McKenzie (TS)
Nicole Robertson (TS)
Jennifer Warne (TS)
Troy Swanson (Campus Engineering & Operations)

Team Photo: 
comm-serv-cit-appeals.jpg
Left Image: 
Lean/TS/S&A/CA-1.jpg
Right Image: 
Lean/TS/S&A/CA-2.jpg
Results: 
  • 90-day kaizen result: Reduced processing time from 56 days to 13.2 days. The average continues to drop (currently around 2-3 days)