Addendum to the Request for Proposal for Call Center Services issued January 21, 2016.
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- Annis Skinner
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1 February 12, 2016 Attention: Call Center RFP Respondents Addendum to the Request for Proposal for Call Center Services issued January 21, This Addendum modifies and supplements the Request for Proposal for Call Center Services as well as any supplementary materials (the RFP ). The parties agree that wherever there is any conflict between this Addendum and the RFP, the provisions of this Addendum will control. Thank you, Access Health CT
2 Table 1: Call Volume (Replaces Appendix A Table II Call Volume) Date Incoming Minutes 1 Outgoing Minutes 2 Total Minutes Offered 3 (> 20 Abandonment Rate Average Call (min) 4 11/1/2014 1,109,759 9,895 1,119,654 74,630 57,870 13, % 16:45 12/1/2014 1,974,261 14,793 1,989, , ,253 25, % 17:54 1/1/2015 1,883,159 14,027 1,897, , ,325 5, % 16:46 2/1/2015 2,296,917 14,805 2,311, , ,429 21, % 17:05 3/1/2015 1,742,516 17,848 1,760, , ,793 5, % 15:27 4/1/2015 1,597,812 16,788 1,614, , ,101 5, % 15:21 5/1/2015 1,225,472 12,499 1,237,971 91,119 80,833 7, % 15:10 6/1/2015 1,339,476 9,151 1,348,626 98,855 79,434 16, % 16:52 7/1/2015 1,315,107 7,546 1,322,653 91,230 81,866 6, % 16:04 8/1/2015 1,320,932 12,465 1,333,397 84,235 77,504 4, % 17:03 9/1/2015 1,431,236 7,918 1,439,154 91,707 79,772 9, % 17:56 10/1/2015 1,451,640 9,263 1,460,904 96,145 80,559 12, % 18:01 11/1/2015 1,978,421 7,942 1,986, , ,922 5, % 17:22 12/1/2015 2,159,595 6,865 2,166, , ,308 13, % 15:11 1. Total Talk Time for incoming calls. 2. Total Talk Time for outbound calls 3. Number of calls that are presented to call center. 4. Average time that a caller talks with a CCR. This is calculated as Total Talk Time / Total number of answered. 5. (There is no after call work time statistic as notes are done in call )
3 Table 2: Weekly Call Distribution Time Frame: November 1, 2014 December 1, 2015 Day # of Business Days Average of Offered Average of Average of (> 20 Average of Sunday 3 2,738 2, ,127 Monday 56 6,360 5,120 1,029 1,030 Tuesday 60 5,783 4, ,022 Wednesday 60 4,943 4, ,004 Thursday 57 4,778 4, Friday 58 4,505 4, Saturday ,005
4 Table 3: Daily Call Distribution Time Frame: November 3, 2014 December 31, 2015 Day Offered 11/3/2014 2,948 2, ,038 11/4/2014 2,512 2, ,096 11/5/2014 2,492 2, ,020 11/6/2014 2,497 2, ,026 11/7/2014 2,364 2, /10/2014 3,722 3, ,076 11/12/2014 3,790 3, ,054 11/13/2014 2,907 2, ,007 11/14/2014 3,040 2, /15/2014 1, ,580 11/17/2014 8,643 3,398 4,648 1,551 11/18/2014 6,559 3,700 2,524 1,292 11/19/2014 5,757 3,634 1,833 1,382 11/20/2014 5,743 3,944 1,491 1,365 11/21/2014 4,415 3, ,245
5 Offered 11/22/ ,039 11/24/2014 5,804 4,143 1,399 1,325 11/25/2014 4,106 3, ,224 11/26/2014 2,700 2, ,220 11/28/2014 2,258 2, ,149 11/29/ ,106 12/1/2014 6,676 4,731 1,666 1,198 12/2/2014 6,213 5, ,155 12/3/2014 5,910 4, ,126 12/4/2014 5,463 4, ,100 12/5/2014 5,006 4, ,090 12/6/ ,091 12/8/2014 6,433 4,747 1,387 1,184 12/9/2014 7,400 4,692 2,396 1,180 12/10/2014 6,410 4,485 1,687 1,170 12/11/2014 7,053 5,257 1,560 1,059 12/12/2014 9,419 6,983 2, /13/2014 2,651 2, ,005 12/14/ ,069 12/15/ ,533 7,840 10,014 1,238
6 Offered 12/16/2014 6,815 5, ,142 12/17/2014 5,771 5, /18/2014 5,686 5, /19/2014 5,001 4, ,037 12/20/ /22/2014 4,261 4, ,003 12/23/2014 3,218 3, /24/2014 1,337 1, /26/2014 2,784 2, /27/ /29/2014 6,838 6, ,066 12/30/2014 5,612 5, ,015 12/31/2014 3,089 2, /2/2015 4,919 4, /3/ /5/2015 7,127 6, ,027 1/6/2015 6,223 5, ,062 1/7/2015 5,390 5, ,038 1/8/2015 5,155 4, ,012 1/9/2015 4,466 4,
7 Offered 1/10/ /12/2015 6,671 6, /13/2015 5,774 5, /14/2015 5,938 5, /15/2015 6,381 6, ,004 1/16/2015 4,948 4, /17/ ,040 1/20/2015 9,617 7,309 2,049 1,019 1/21/2015 7,385 6, /22/2015 6,783 5, ,158 1/23/2015 5,484 5, /24/ /26/2015 4,602 4, ,023 1/27/2015 1,751 1, ,145 1/28/2015 6,409 6, ,059 1/29/2015 6,153 5, ,006 1/30/2015 5,980 5, ,012 1/31/ ,013 2/2/2015 5,855 4,491 1,183 1,130 2/3/2015 7,424 6, ,047
8 Offered 2/4/2015 7,641 6, ,027 2/5/2015 7,850 6, ,014 2/6/2015 6,651 6, ,070 2/7/2015 1, ,028 2/9/2015 9,656 7,496 1,913 1,126 2/10/2015 9,610 7,850 1,479 1,090 2/11/ ,794 8,380 2,153 1,131 2/12/ ,579 8,314 1,973 1,081 2/13/ ,067 7,992 4,604 1,148 2/14/2015 4,185 3, ,074 2/15/2015 6,894 6, ,158 2/17/2015 9,447 4,744 4,632 1,011 2/18/2015 8,425 7, /19/2015 7,526 7, /20/2015 6,353 6, /23/2015 6,499 6, /24/2015 5,981 5, /25/2015 5,628 5, /26/2015 5,357 4, /27/2015 5,593 5,
9 Offered 3/2/2015 6,903 6, /3/2015 5,868 5, /4/2015 5,257 4, /5/2015 4,868 4, /6/2015 4,652 4, /9/2015 5,907 5, /10/2015 5,521 5, /11/2015 5,230 4, /12/2015 5,508 5, /13/2015 5,688 5, /16/2015 7,456 6, /17/2015 5,946 5, /18/2015 5,305 5, /19/2015 4,813 4, /20/2015 4,202 4, /23/2015 6,491 5, /24/2015 5,538 5, /25/2015 4,899 4, /26/2015 4,594 4, /27/2015 4,769 4,
10 Offered 3/30/2015 6,467 5, /31/2015 5,904 5, /1/2015 5,679 5, /2/2015 4,428 4, /3/2015 2,532 2, /4/ /6/2015 6,770 5, /7/2015 5,848 5, /8/2015 4,872 4, /9/2015 4,488 4, /10/2015 4,405 4, /11/ /13/2015 6,392 5, /14/2015 5,673 5, /15/2015 5,432 5, /16/2015 4,617 4, /17/2015 4,164 3, /18/ /20/2015 5,996 5, /21/2015 4,939 4,
11 Offered 4/22/2015 4,350 4, /23/2015 4,291 4, /24/2015 3,908 3, /25/ /27/2015 5,689 5, /28/2015 5,094 4, /29/2015 4,765 4, /30/2015 5,665 5, /1/2015 3,999 3, /4/2015 5,280 4, /5/2015 4,985 4, /6/2015 4,174 4, /7/2015 3,768 3, /8/2015 3,587 3, /11/2015 5,185 4, /12/2015 5,087 4, /13/2015 4,213 3, /14/2015 4,219 3, /15/2015 3,792 3, /18/2015 6,258 4,303 1,
12 Offered 5/19/2015 5,742 4,275 1, /20/2015 4,494 4, /21/2015 3,822 3, /22/2015 3,599 3, /26/2015 5,593 4, /27/2015 4,748 4, /28/2015 4,299 3, /29/2015 4,275 3, /1/2015 5,935 3,682 2,001 1,019 6/2/2015 5,405 3,921 1,331 1,050 6/3/2015 4,283 3, /4/2015 4,293 3, /5/2015 3,789 3, /8/2015 5,335 4,092 1, /9/2015 5,291 3,979 1, /10/2015 4,191 3, /11/2015 4,205 3, /12/2015 4,074 3, ,011 6/15/2015 6,364 3,370 2,651 1,113 6/16/2015 4,927 3,576 1,182 1,088
13 Offered 6/17/2015 4,068 3, ,061 6/18/2015 3,964 3, /19/2015 3,532 3, /22/2015 4,888 3, ,096 6/23/2015 4,163 3, ,050 6/24/2015 3,679 3, /25/2015 3,423 3, ,016 6/26/2015 3,446 2, ,035 6/29/2015 4,879 3, ,101 6/30/2015 4,721 3, ,045 7/1/2015 3,427 3, /2/2015 3,752 3, /6/2015 5,114 3,416 1,372 1,075 7/7/2015 4,630 3, ,076 7/8/2015 4,037 3, /9/2015 3,578 3, /10/2015 3,697 3, /13/2015 4,787 3, /14/2015 4,678 4, /15/2015 4,653 4, ,018
14 Offered 7/16/2015 3,779 3, ,043 7/17/2015 3,258 3, ,000 7/20/2015 5,198 5, /21/2015 4,744 4, ,086 7/22/2015 4,227 4, /23/2015 3,690 3, ,042 7/24/2015 3,551 3, ,004 7/27/2015 5,365 4,169 1,020 1,029 7/28/2015 4,274 4, /29/2015 3,776 3, ,021 7/30/2015 3,602 3, /31/2015 3,413 3, ,004 8/3/2015 4,955 4, ,074 8/4/2015 4,891 4, ,039 8/5/2015 4,043 3, ,027 8/6/2015 3,826 3, /7/2015 3,611 3, ,036 8/10/2015 4,645 4, ,054 8/11/2015 4,441 4, ,068 8/12/2015 3,761 3,
15 Offered 8/13/2015 3,887 3, ,013 8/14/2015 3,292 3, ,046 8/17/2015 4,397 3, ,061 8/18/2015 4,324 3, /19/2015 3,501 3, /20/2015 3,581 3, /21/2015 3,524 3, ,011 8/24/2015 4,370 3, ,061 8/25/2015 3,996 3, /26/2015 3,509 3, ,032 8/27/2015 3,394 3, ,036 8/28/2015 3,618 3, ,040 8/31/2015 4,669 4, ,022 9/1/2015 4,503 4, ,055 9/2/2015 4,377 3, ,079 9/3/2015 4,076 3, ,063 9/4/2015 3,785 3, ,092 9/8/2015 5,024 4, ,058 9/9/2015 4,648 3, ,077 9/10/2015 4,593 3, ,051
16 Offered 9/11/2015 4,599 3, ,025 9/14/2015 5,625 3,485 1,835 1,107 9/15/2015 4,957 4, ,099 9/16/2015 4,314 3, ,127 9/17/2015 3,907 3, ,099 9/18/2015 3,951 3, ,070 9/21/2015 5,273 4, ,161 9/22/2015 4,526 4, ,105 9/23/2015 3,817 3, ,063 9/24/2015 3,285 3, ,065 9/25/2015 3,416 3, ,039 9/28/2015 4,502 3, ,056 9/29/2015 4,249 3, ,055 9/30/2015 4,280 3, ,060 10/1/2015 4,335 3, ,117 10/2/2015 4,346 3, ,125 10/5/2015 5,779 4,030 1,495 1,139 10/6/2015 5,469 4,127 1,126 1,144 10/7/2015 5,026 3,727 1,078 1,148 10/8/2015 4,657 3, ,123
17 Offered 10/9/2015 4,155 3, ,126 10/13/2015 7,016 4,296 2,340 1,185 10/14/2015 5,725 4,321 1,168 1,191 10/15/2015 4,811 4, ,064 10/16/2015 4,224 3, ,072 10/19/2015 4,758 4, ,077 10/20/2015 4,408 4, ,030 10/21/2015 3,804 3, /22/2015 3,362 3, /23/2015 3,457 3, /26/2015 5,463 4,269 1,044 1,089 10/27/2015 4,390 4, ,056 10/28/2015 3,946 3, /29/2015 3,530 3, /30/2015 3,484 3, ,030 11/1/ ,154 11/2/2015 8,102 5,087 2,419 1,299 11/3/2015 7,264 6, ,245 11/4/2015 6,491 6, ,192 11/5/2015 5,859 5, ,162
18 Offered 11/6/2015 5,407 5, ,105 11/7/ ,100 11/9/2015 7,222 7, ,045 11/10/2015 6,569 6, ,028 11/12/2015 7,675 7, ,005 11/13/2015 6,216 6, ,036 11/14/ ,225 11/16/2015 7,059 6, /17/2015 5,795 5, ,019 11/18/2015 5,082 4, ,004 11/19/2015 5,227 5, /20/2015 5,341 5, /21/ ,051 11/23/2015 6,406 6, /24/2015 6,133 6, /25/2015 3,500 3, /27/2015 2,773 2, /28/ ,009 11/30/2015 9,986 8,540 1, /1/2015 7,746 7,
19 Offered 12/2/2015 7,034 6, /3/2015 6,461 6, /4/2015 6,930 6, /5/ ,013 12/7/2015 9,016 8, /8/2015 7,266 6, /9/2015 7,081 6, /10/2015 6,781 6, /11/2015 6,511 6, /12/2015 1,184 1, /14/ ,678 9,337 2,723 1,013 12/15/ ,797 12,257 6,587 1,003 12/16/2015 7,842 7, /17/2015 6,156 5, /18/2015 4,576 4, /19/ /21/2015 6,902 6, /22/2015 5,608 5, /23/2015 4,330 4, /24/2015 1,369 1,
20 Offered 12/26/ /28/2015 7,407 7, /29/2015 5,759 5, /30/2015 5,837 5, /31/2015 2,798 2, Grand Total 1,563,987 1,367, , ,865
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22 Table 4: Pricing/ Cost Proposal Submission This table replaces Appendix D Pricing/Cost Submission, Part II: Exchange Proposal Pricing Grids Grid A. Exchange QHP and Grid B Exchange Medicaid B. EXCHANGE ONGOING OPERATIONS MEDICAID: VENDOR MANAGED CRM Number of Members 1 500, , , , , , , , , , ,000 Over 750,000 Year 1 Year 2 PMPM Year 3 Opt Year 4* B. EXCHANGE ONGOING OPERATIONS MEDICAID: Exchange MANAGED CRM Opt Year 5* PMPM Number of Members Year 1 Year 2 Year 3 Opt Year 4* Opt Year 5* 1 500, , , , , , , , , , ,000 Over 750,000
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