New Damage Claims Intake Portal Improves Claims Process and Customer Experience

Item #: 20230037

CONTACTS

Implementing Organization: Risk Management
Implementation Lead: Brandi Trujillo or Heidi Thomas
Development Team:
- Brandi Trujillo - UDOT Risk Mgt
- Heidi Thomas - UDOT Risk Mgt
- Mandy Archuleta - UDOT Risk Mgt
- Corey Unger - UDOT Data, Technology & Analytics
- Kaitlin Marousis - UDOT Data, Technology & Analytics
- UDOT Legal Counsel
- Utah Division of Risk Management (State Risk)
- Utah Office of the Attorney General (Litigation Division)

Article Written By: Rod McDaniels
Innovation Team Coordinator: Quinten Klingonsmith

STATUS

Implementation Date: June 1, 2023
Adoption Status: Fully Implemented
Adoptability Note:

How could your group amplify geospatial awareness using a similar approach?

APPLIES TO

Topic: Data Collection, Analysis and Visualization
Organization(s): Aeronautics, Amusement Ride Safety, Asset Management, Board/Commission, Central Admin/Senior Leaders, Central Construction, Central Maintenance/Facilities Management, Central Materials, Central Preconstruction, Communication, Data Technology & Analytics, Emergency Management, Environmental Division, Equipment Operations, Fiber Optics, Finance/Comptroller, GIS, Human Resources/DHRM, Incident Management, Internal Audit, ITS, Motor Carrier Division, Performance Management, Planning, Policy, Program Financing, Railroad, Region 1, Region 2, Region 3, Region 4, Research and Innovation, Right of Way, Risk Management, Road Usage Charge, Stormwater/Environmental, Strategic Investment, Structures, Traffic & Safety, Traffic Management Division, Transit/Rural Public Transit
Job Role(s): Administrative Staff / Commissions, Business Analyst, Executive Leadership, Program Director, Roadway Operations / IMT, ROW / Permits
Tags: labor productivity, economic benefits, expenses, expenditures, automation, ( process improvement ), redesign, tracking systems, accounting > billing, budgeting, payment, ( comptroller ), finance > appraisals, investments, asset management, cost recovery, cost sharing, fees, loans, revenues, sales, taxes, usage charges, governance > auditing, policy making, procedures, compliance, law, ( legal ), information technology >> software, networks, risk management, insurance, geographic information systems ( GIS ), investigation, potholes, user benefits

PROBLEM

UDOT’s Risk Management Division processes several hundred damage claims from the public each year. These claims range from reported pothole damage to project-related vibration damage claims. The Division was using an oversimplified Google Form to collect damage claims information. This simple collection form did not include geospatial coordinates, a direct means for claimants to associate and upload photographs, GRAMA-compliant data collection disclosures, important legal disclaimers, automated notifications, or integrated visual analytics.

CHANGE

The Risk Management Division (Records & Claims Section) worked with the Data, Technology & Analytics Division, UDOT General Counsel, Utah’s Office of Attorney General (Litigation Division), and Utah’s Division of Risk Management to implement a significantly improved damage claims intake portal using this following simplified approach:

Conducting a data collection gap analysis
Sampling best practice approaches at other state DOTs
Building a mockup of what good looks like
Selling the vision to technical developers that were inspired to revolutionize this space
Engaging multiple stakeholders that served as technical subject matter experts

RESULT

Damage claim reports now come in with more consistent information and integrated documentation. Claimants rapidly develop a better understanding of the claims adjusting process, which helps to improve process transparency by setting clear expectations. Claims now arrive with geospatial coordinates, which result in automated mapping features. In turn, this lends itself to efficient visual trend analysis, automated analytics, and an improvement in UDOT’s ability to more effectively respond to elevated trends.

The new system saves time/money by including a number of automated notifications and relays, which used to require manual email messages through a separate system. This automation improves messaging standardization, which aids with repeatability, knowledge management, and cross-functional training.

IMPACT

BETTER MOBILITY

GIS/GPS feature enables efficient and precise identification of incidents and concerns along state-owned and maintained roadways

GOOD HEALTH

CONNECTED COMMUNITIES

STRONG ECONOMY

Labor savings, approximately 25%
GPS feature makes it easier for the public and UDOT to identify valid claims
New site educates claimants during the claim filing process and sets clear expectations regarding the claims procedure