New Haven Election Day Voting

and Same Day Registration

Process Improvement Review
State & Federal Election 2018

Daniel Penn Associates, LLC

2
Project Charter
Project Charter Defines the Scope of the Project
• Business Case: We need to find a solution to run an election more smoothly.
Excessive queues at district polling centers and at the election day registration
process have an adverse effect on public access to voting.
• Problem Statement: We need to improve the voting process. Currently
there are long queues at select times of election day. It has been identified that
wait times at polls are up to 120 minutes.
– Lack of qualified poll workers
– Election locations vary, depending upon type of election
– Multiple types of ballots must be available at select districts

• Goal: There’s a desire to improve voter satisfaction. Through analysis of data

collected on Election Day, the team will identify improvements that will reduce
queue time to 45 minutes.

City of New Haven

3
Project Charter cont’d
• In Project Scope Team:
1. Voting process from check off to
ballot submission Team Shannel Evans
2. Election Day registration from form Leader
submittal to ballot submission
Champion Mayor Toni Harp
• Out of Project Scope Facilitator Tony Rodriguez, Tom Voss;
1. Poll worker training Daniel Penn Associates
2. Voting site preparation and break- Team Deloris Knight, Elizabeth
down DeMatteo, Marlene Napolitano,
Members
3. Voter registration prior to election Maritza Grant,
day
Dominic Tammaro, Kevin
4. Ballot count
Arnold
5. Post-election audit process
6. Voting System
7. …and any subsequent recount
process

City of New Haven

4
Project Approach
Work effort undertaken in reviewing EDR and Voting Process

1. Working session with Registrars to define project charter and objectives

2. Developed tally sheet for collecting hourly voters traffic by district
3. Worked on site during election day to observe the EDR process and
district voting process
4. Conducted on-site observations of the EDR process and voting at the
district polling
5. Worked with Registrar’s Kaizen Team for two days to review what
occurred during election day and identify possible corrective action
6. Analyzed collected data
7. Documented and presented results of the assessments

City of New Haven

5

Election Day Voting

• Observations, Conclusions and Recommendations
• Districts 7 and 20

City of New Haven

6
Data Collection – Voting Process
Elector traffic

Queues
• Number of potential electors
• Duration of “target” elector wait
Cycle times
• Check-in time for typical elector
• Check-in time for elector not meeting entry conditions
• Other check-in times for abnormalities
• Elector voting time

City of New Haven

7 District Polling Data Collection
SAMPLE SHEET

Time Period Tabulator Hourly Count Done by Initials

6:00-7:00a

7:00-8:00a

8:00-9:00a

9:00-10:00a

10:00-11:00a

11:00a-12:00p
SAMPLE WORK12:00-1:00p
SHEET DISTRIBUTED
TO MODERATORS
1:00-2:00p

2:00-3:00p

3:00-4:00p

4:00-5:00p

5:00-6:00p

6:00-7:00p

7:00-8:00p

City of New Haven

8

COMPLETED WORK SHEET

City of New Haven

9

COMPLETED WORK SHEET

City of New Haven

10
Votes Recorded –
Volume by Hour per District
City-wide statistics
1. Most data points
show trend of steady
flow throughout the
day
2. The active districts
hover around the
100 votes per hour;
less active districts
are in the 50 votes
per hour range
3. Higher number of
transactions in the
early hours and later
hours

City of New Haven

11
Vote % Recorded by District
by Hour
City-wide statistics
Heavy red line shows
city-wide trend of
percentage of votes
cast per hour
• Highest percent of
traffic is 7 AM
through 11 AM
• After a brief dip, the
rate climbs in the
4PM to 6PM hours
• There’s a tailing off of
transactions in the
last 2 hours

City of New Haven

12
Vote % Recorded by Hour

City-wide statistics
1. Most votes are
recorded by 1PM
2. Increase in the
later afternoon
3. Only 5.5% of votes
recorded in the
last hour

City of New Haven

13
District 7 Observations
• Separated by streets A-L and M-Z
• Then separated on the fly creating a third lane to Ya-Z
• Layout not conducive to flow
• From 6 AM to 7 AM –
– Average for check-in wait time was 59.5 seconds
– no queue for privacy booths
• Mid-day
– 34 in queue for M – X
• Average wait for check-in was 15.51 minutes
• Average wait for booth was 27 seconds
• Average time to vote and record was 1.74 minutes
– None in queue for A – L
• No wait for check-in
• Average wait for booth was 2.1 minutes
• Average time to record vote was 1.98 minutes
City of New Haven
14
District 7 Observations
• Alternate forms of identification (any other form
than CT driver’s license) take longer to verify
• 15 addresses and ID’s in dispute with 541 ballots
recorded (97.3% voters with no issues)
– Typical resolution required 8.25 minutes
– 123.75 minutes of poll workers’ time in the first 3
hours of open polls
• Tabulator jammed by wet ballot at 1:30 PM
– 1093 votes recorded
– Back-up tabulator on line at 2:30 PM

City of New Haven

15
District 7 Observations
This is also
reflected in the
number of people
queued for check-in

City of New Haven

16
Layout Map of 11/7/18
District 7
CHECK DESK CHECK DESK
LUNCH TABLE M-X YA-Z
EXIT
MODERATOR’

VOTING BOOTHS
S TABLE

TABULATOR
CHECK DESK
A-L

ENTRANCE
ROPES & EXIT

City of New Haven

STANCHIONS
17
District 20 “Bassett St” Observations
• Steady flow of voters
• Staff was attentive and helpful
• Lack of clear signage & direction – too many voters came to
wrong table for check in or stood in front of check in tables
waiting to vote after checking in
• Flow to checking in and voting lack organization
• Time to service voters at checking table was 1.37 minutes
• Voting time = 2.56 minutes
• Average time from checking in to voting =3.93 minutes
• Average voter in-line wait time = 5.20 minutes
• Average time to vote = approximately 12 minutes

City of New Haven

18 View of Polling Set-up
District 20

City of New Haven

19 View of Polling Set-up
District 20

City of New Haven

20 View of Polling Set-up
District 20

City of New Haven

21 View of Polling Set-up
District 20

City of New Haven

22
District 20 Voters Service Time
Voter Activity Observation Sheet
2018 State and Federal Election
District: Bassett Street Date:
11/6/2018
# Voters Check-in Time Voting time Total Time

1 1.10 1.66 2.76

1 1.30 1.49 2.79
1 1.94 1.87 3.81
1 1.62 2.22 3.84
1 0.93 1.70 2.63
1 0.95 3.36 4.31
1 2.10 2.49 4.59
1 0.60 1.72 2.32
1 0.60 1.84 2.44
1 1.20 2.22 3.42
1 3.10 4.17 7.27
1 1.88 2.19 4.07
1 2.50 1.21 3.71
1 0.95 2.77 3.72
1 1.84 2.89 4.73
1 1.83 2.13 3.96
1 0.82 2.19 3.01
1 0.38 3.96 4.34
1 1.39 5.90 7.29
1 0.97 5.02 5.99
1 1.20 1.30 2.50
1 0.80 3.40 4.20
1 1.75 1.33 3.08
1 0.81 3.03 3.84
1 1.60 2.97 4.57
1 0.85 2.97 3.82
1 1.00 1.34 2.34
1 3.88 1.20 5.08
1 0.81 2.04 2.85
1 0.60 2.64 3.24
1 1.10 4.15 5.25
31 42.40 79.37 121.77
City of New Haven Average 1.37 2.56 3.93
23
Voter in Line Wait Time
Voter Wait Time Observation Sheet
2018 State and Federal Election
District: Bassett Street Date: 11/6/2018

# Voters
Start Time Stop Time Elapsed Time
in Line

5 2.17 2.19 2
2 2.23 2.33 10
3 2.34 2.38 4
4 2.49 2.52 3
4 3.07 3.12 5
6 3.09 3.12 3
4 3.19 3.26 7
5 3.20 3.27 7
4 3.39 3.36 7
4 3.52 3.56 4
10 52
Average 5.20

City of New Haven

24
What went right…
• Responsibility of elector to ensure
they’re in the right place
• Those who wanted to vote, voted
• Never ran out of ballots
• Great turnout, despite rain

City of New Haven

25
What went right…
• No reports of excessive lines or wait times at
district polling facilities
– District 10 had line forming but quickly dissipated
– District 25 had over 2000 ballots cast with no lines
reported
• Splitting lists worked well; further splits not
possible without extra help

City of New Haven

26
What went wrong…
• Key card reader went down at 200 Orange and
City Hall
– Effected set-up of EDR and balloting at City Hall
• Ballots got wet which caused tabulators to go
down
• Qualifications of staff – long time staff in critical
jobs may lack skill sets
• Telephone communication was an issue –delays
communicating between districts and Registrar’s.
City of New Haven
27
Potential Improvements

Need to organize voters flow from checking in to

voting booth. Layout recommendation provided.

Staff person directing people to appropriate

location at busy districts

Investigate the use of computer at checking table

City of New Haven

28
Potential Improvements
• Map of polling facility and where to go
Improve • Hand written signs weren’t effective, too small and
not displayed prominently
Signage • Post list of inactive registered voters (if legal)

Prior to • Establish street break down by active voter population

• Special categories? Large apartment buildings; college
Election Day dorms, etc.

“Bad” • Need starter card – we have an END of Voting card.

Perhaps a starter card could be use to ensure the
Machines tabulator is working correctly

City of New Haven

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Poll Layout Proposal 1

TABULATOR TABLE TABLE

CLERK
VOTING BOOTHS

ROPES & ROPES &

STANCHIONS STANCHIONS

City of New Haven

30
Poll Layout Proposal 2

TABLE TABLE

CLERK
VOTING BOOTHS

ROPES &
ROPES & STANCHIONS
STANCHIONS

TABULATOR

City of New Haven

31

Election Day REGISTRATION AND VOTING

State & Federal Election 2018
• Observations, Conclusions and Recommendations

City of New Haven

32
Data Collection – Election Day
Registration Process
Registrant traffic

EDR processed ~650 ballots

Queues
• Number of potential registrants
• Duration of “target” registrant wait
Cycle times
• Check-in time for typical first-time registrant
• Check-in time for registrant re-registering
• Other check-in times for abnormal conditions
• EDR Elector voting time

City of New Haven

33 EDR Layout Map
(as of Nov. 6, 2018)
DOORWAY DOORWAY
TO HALL TO HALL
PRE-REGISTRATION

REGISTRARS’
STATION
PRE-REGISTRATION

Key
Pre-registration flow
PRE-REGISTRATION PRE-REGISTRATION
Registration flow
City of New Haven
34
Observations - Registration
Number of Clients in Queue
Time of
Day PRE REGISTER REGISTER CHECK/VOTE
9:55 AM 7 85 1
12:15 PM 22 144 3
12:45 PM 26 156 5
14:00 PM 4 153 2
15:30 PM 35 178 4
avg minutes
per client 6.1 3.7 6.1 15:57*
avg sec
output 52 111 184

*With no wait, a person could move through in 15 minutes, 57 seconds

City of New Haven

35
Queue analysis
Minutes to Wait to Minutes to Wait to Minutes to Wait to Total time in
Time of Day Pre-register Register Check/Vote Queue

9:55 6.1 157.25 3.1 166.4

12:15 19.2 266.4 9.2 294.8
12:45 22.7 288.6 15.3 326.7
14:00 3.5 283.05 6.1 292.7
15:30 30.6 329.3 12.3 372.2
avg minutes
per client 6.1 222 6.1
average sec
output 52 111 184

City of New Haven

36
Other Issues
• Workplace conditions
– No structured breaks or substitutes for 14 hours
• Move EDR to another location
• Training and additional qualified personnel
• Budget
• PR Program – Encourage registration prior to Election
Day
• Consistent practice of Yale – all students residences
need to be listed the same way
• On-line registration has become problematic (CVRS –
SOTS)

City of New Haven

37 Process Tasks
CURRENT

Pre-registration Registration
1. Ask for ID 1. Ask for ID
2. Fill out voter card 2. Verify info on card
3. Check for CT reg 3. Ask for previous address
1. Yale student – P.O. Box or
1. Already registered in city?
home address
2. Already registered in another
4. Input into system
town?
5. Print letter
4. Applicant receives red stamp
6. New registrant receives red
on voter card if another town
stamp on letter if another
is called town is called
6 minutes, 7 seconds average per 3 minutes, 42 seconds average per
person person

TOTAL - 9 minutes, 49 seconds average per person

City of New Haven
38 Process Tasks
PROPOSED

Pre-registration Registration
1. Ask for ID 1. Ask for ID
2. Verify info on card
2. Fill out voter card 3. Check for CT reg
3. Check for CT reg 1. Already registered in city?
1. Already registered in city? 2. Already registered in
another town?
2. Already registered in 3. Yale student – P.O. Box or
another town? home address
4. Applicant receives red 4. Input into system
stamp on voter card if 5. Print letter
6. New registrant receives red
another town is called stamp on letter if another
town is called

City of New Haven

39
Recommended New Process
Eliminate pre-registration

Combine supplemental staff with full time registrars

• Would require the state to provide more extensive training for supplemental
staff election day staff
• 10 to staff registration work stations
• 2 to staff phone bank (30 calls made on 11-6-18)
• Capacity is calculated at 1260 EDR applicants 7.5 minute
• Time to register to vote would be at 7.5 minutes/voter cycle time

Voting for EDR

• 10 ballot clerks to check voters in and issue EDR ballot
• Check and vote time would be at 6 minutes per voter 6 minute cycle time

City of New Haven

40
Process Improvement Summary

Process time for each applicant

Current process Proposed process
Pre registration 6.1 min 0
Registration 3.7 min 7.5 min
Check-in, Vote 6.1 min 6.1 min
Total time 15.9 min 13.6 min

City of New Haven

41
Process Improvement Summary
Process and Queue time for each applicant* at 12:45 PM
Current process Proposed process
Pre-reg wait 30.6 min 0
Pre registration 6.1 min 0
Registration wait 329.3 min 65.9 min
Registration 3.7 min 7.5 min
Check-in, Vote wait 12.3 min 2.5 min
Check-in, Vote 6.1 min 6.1 min
Total time 398.1 min 82.0 min
TOTAL Reduction in wait and processing time of 316.1 minutes average per
person
*This table uses observed client queues and calculated wait times from 12:45 PM on November 6, 2018

City of New Haven

42
Recommendations for EDR
‘Roaming’ pre-registration
• Application cards distributed 20 at a time

Applicants fill out own card

Queue extends downstairs or past hall balcony
• Presently queue wraps around second floor, which confuses
flow and interferes for those waiting to vote. This would
avoid confusing flow with voter queue

Entertainment
City of New Haven
43
Other Improvements
Continue to communicate elector status through wards;
postcards, visits, and other possible outreach

Conduct more comprehensive training for election day

workers

Recruit more qualify staff

Improve state computer system responsiveness for EDR

efforts

City of New Haven

44
Staffing Model for EDR
Expected Desired queue Checker and
Model is based upon EDR’s time Registrars Ballot Staff
observed process
66 10 10
times and queues 1200
from 11/6/18. 132 5 5
66 9 9
This addresses ONLY 1000
132 5 5
the queues and does
not include the time 66 7 7
for a prospective 800
132 4 4
voter to complete
their paperwork and 66 5 5
600
file a ballot. 132 3 3
66 4 4
400
132 2 2
Requires additional support staff to provide relief and to call other towns and cities
City of New Haven
Daniel Penn Associates, LLC
Daniel Penn Associates, LLC
P.O. Box 271707
West Hartford, CT 06127
860-232-8577

www.danielpenn.com
info@danielpenn.com

SBA certified Small Disadvantaged Business

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