Partnership for Action Learning in Sustainability (PALS)

Permanent URI for this collectionhttp://hdl.handle.net/1903/21474

The Partnership for Action Learning in Sustainability (PALS) is administered by the National Center for Smart Growth at the University of Maryland, College Park (UMD). It is a campus-wide initiative that harnesses the expertise of UMD faculty and the energy and ingenuity of UMD students to help Maryland communities become more environmentally, economically, and socially sustainable. PALS is designed to provide innovative, low-cost assistance to local governments while creating real-world problem-solving experiences for University of Maryland graduate and undergraduate students.

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Author: search.filters.author.Carpio, ElissaSubject: search.filters.subject.Hazard Mitigation

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    Montgomery County Department of Environmental Protection Customer Journey Mapping & Information Workflow Improvement
    (Partnership for Action Learning Sustainability (PALS), 2024-05) Carpio, Elissa; Chandrashekar, Dharini; Gupta, Priyanka; Hao, Hilda; Niemeier, Claire; Lutters, Wayne
    The Montgomery County, Maryland Department of Environmental Protection (DEP) is responsible for trash and recycling services across the county including the management and distribution of trash and recycling bins and carts. Requests for new or replacement bins and carts are first processed through the county’s service desk operations (MC311) and then provided to the team responsible for product delivery. This information must then be manually manipulated and outputted to staff members and contractors to organize, schedule, and process deliveries and pickups. The manual workflow processes and limited technology integration create process inefficiencies leading to suboptimal customer satisfaction.