Public Inquiry Communications System (PICS) Team

Location/Contact:
Team Contact Person: Ken Tucker
Phone/Fax/Email: (202) 708-0614
Address: 451 7th Street, S.W.
City: Washington
State: District of Columbia
Zip Code: 20410

Brief Description
As homeowners pay off their FHA-insured motgages, many are eligible for a partial refund on the mortgage insurnace premium they paid to obtain the original loan. As a result, HUD has been burdened with a tremendous volume of correspondnce to and from individuals concerning their eligibility for, and status of, the refund. The PICS Team developed and implemented a highly automated response system to provide more accurate, consistent, and timly information while drastically reducing the costs of correspondence to FHA. Responses that once took three months, now take just three to five days.

Contacts
Agency Contact: Rick Greenfield 202-708-2733
NPR Contact: Jerry Nikolaus, phone (202) 632-0150, fax (202) 632-0390, email jerry.nikolaus@npr.gsa.gov

Presentation
Date of Award: 12/11/96
Location: Washington, D.C.
Award Presenter: Secretary Cisneros