Consumer Affairs Tracking System

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CATS 3.0

• Consumer Affairs Tracking System
• Customer Relationship Management

2
CATS 3.0
Background

• CATS developed in 1992
• Stand alone systems in 96 locations
• Currently used for tracking workload and
  correspondence
• Provides a link between HQ field Consumer
  Affairs Office
• Over 500 users

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CATS 3.0
Objectives

• A centralized database for customer service issue
  data
• A standardized method of gathering customer
  service issue data
• A systematic approach to problem solving based on
  data
• Enable all levels of operations to effectively
  analyze and stratify data and use this data to
  effect positive change

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Data Sources
CATS 3.0

• Letters
• Telephone Calls
• Walk-ins
• Congressionals
• Publication Watch
• Consumer Service Cards
• CSM Surveys
• NSC Referrals
• HQ Referrals
• FAX
• Internet

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CATS 3.0
Benefits

• Eliminate 96 separate databases
• Standardize customer issue coding
• Enhance reporting and analysis
• Enhance interface with other databases
• Standardize Internet process

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CATS 3.0
Standardize Customer Issue Coding
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Data used for example purposes only.
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CATS 3.0
District Top 5 Issue Report
Data used for example purposes only.
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CATS 3.0
District (3 -digit) Top 5 Issue Report
Data used for example purposes only.
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CATS 3.0
Trend by Details Report
Data used for example purposes only.
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CATS 3.0

• Consumer Affairs Tracking System
• Customer Relationship Management