CUSTOMER SERVICE CENTER BUDGET UPDATE. Prepared for Finance Committee February 2015

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1 CUSTOMER SERVICE CENTER BUDGET UPDATE Prepared fr Finance Cmmittee February 2015

2 Tpics Current Frecast Backgrund Frecast Primary cst drivers Optins Next steps 2

3 Backgrund Current apprved budget fr service center is $14.9M $0.3M Apprved in December 2014 fr additinal HCPF resurces $0.9M Apprved in Nvember 2014 fr CGI/C3 due t changes in SCLSP $13.7M Apprved in initial budget $14.9M ttal apprved budget Thrughut the fall, staff presented frecasted csts fr FY2015 f between $15.2M and $17.9M but recmmended that the Bard apprve incremental increases t allw us t cntinue t lk fr ways t reduce csts ver time. 3

4 4 Slide presented in Nvember Finance Cmmittee Meeting

5 Current Custmer Service Center Frecast $20 M $15 M FY14 Actual FY15 Budget FY15 Trend $18.11 $17.71 $14.88 $10 M $5 M Actual Csts Csts incurred but nt inviced / paid Fixed csts plus frecasted variable csts 5 JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN Key Assumptin: Maintain current ASA, AHT and abandn rates thrughut FY 2015 (i.e., nt aiming fr 80/90 SLA). This is in line with decisins made by Bard in Nvember.

6 Custmer Service Center Cst Drivers $20 M $15 M FY14 Actual FY15 Budget FY15 Trend $18.11 $17.71 $14.88 $10 M $5 M 6 JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN Pre-OEP Cst Drivers Life change events (4K/mnth) Changes in APTC due t market dynamics in Oct Open Enrllment Cst Drivers Eligibility determinatin issues Cmpleting enrllments Renewals Life and accunt changes Pst OEP Predicted Cst Drivers Eligibility determinatin issues and backlg cleanup Cmpleting enrllments 1095 questins Verificatins prcessing Life and accunt changes

7 Current Custmer Service Center Cmmitted Csts lwest cst ptin available $20 M FY14 Actual Service Center Expenses FY15 Cmmitted $17.71 $15 M FY15 Budget FY15 Cmmitted $15.55 $14.88 $10 M $5 M Actual Csts Csts incurred but nt inviced / paid Fixed csts nly JUL AUG SEP OCT NOV DEC JAN FEB MAR APR MAY JUN 7 Key Assumptin: Reduce number f peple able t answer the phne t 20 and eliminate all staff currently wrking the eligibility backlg and supprting HCG, Brkers and Carriers beginning 2/16/2015

8 Optins Optin 1: Staff t current frecast based n call vlumes and ASA < minutes Variatin 1: Wrk with HCPF t determine apprpriate allcatin f csts due t eligibility issues; may require us t als lk at paying fr sme Maximus and Cunty custmer supprt csts Variatin 2: With abve r separately, cntinue t clsely mnitr call vlumes and csts and scale dwn FTEs earlier if pprtunities arise, while wrking t maintain a SLA clser t 80/90 Variatin 3: with abve r separately, reduce number f QA staff by 1 (culd result in savings f $35K) Variatin 4: With abve r separately, clse ur custmer service center n weekends beginning 3/7 t eliminate utility and staff csts (culd result in $80K savings). May result in increased custmer frustratin due t inability t reach custmer service center utside nrmal business hurs. NOTE: As we near the end f the Open Enrllment Perid, we will nt replace staff wh terminate and we d nt intend t replace attritin thrugh 3Q2015. Optin 2: Reduce staff level t current cmmitted level Nt recmmended due t prjected pr custmer service and ptential increase in escalatins Optin 3: (nt represented in deck) Ramp up staff t meet 80/90 SLA (expected ttal cst fr FY 2015 ~$18.75M using frecasted call vlumes) 8

9 Recmmendatin T make sure we meet the needs f ur custmers and supprt channels thrugh the rest f the OEP and as we cntinue t lk fr ways t autmate change prcessing fr custmers with Financial Assistance, we strngly recmmend Optin 1 with variatins 1-3 included. Request guidance frm Operatins Cmmittee n whether t shut dwn entirely n weekends. The cst reductin if we clse n weekends beginning 3/7 is $80K fr FY Our ask mve $2.8M frm Reserves t the Custmer Service Center Budget t cver planned service center csts. We will cntinue t mnitr csts clsely and present updates mnthly with the expectatin f trending under budget. Begin prcess f determining if sme f the call center csts can be shared with HCPF. 9

10 SERVICE CENTER UPDATE February Bard Meeting 10

11 Key Service Center Metrics Call Vlume and Headcunt Frecast t Actuals Mnth Perfrmance Metrics Ttal Number f Calls Headcunt (maximum) Frecast Actual Variance Apprved Actual Nvember 120,805 59,429-61, December 79, ,136 30, January 87,521 93,974 6, TOTAL 287, ,539-24,134 N/A N/A Primary Site Secndary Site Ttal Target Calls Received 185,804 87, ,401 N/A Calls Answered 137,133 51, ,042 95% f calls received Abandn Rate 24% 40% 31% Average Handle Time (minutes) <5% - Nte: 30% abandn rate is cnsistent with ur experience during 2014 OEP peak shpping perids Average Speed t Answer (ASA) (minutes) N/A 11

12 Call Drivers Primary call drivers between Nvember 1 and January 31st Questins and issues related t eligibility fr medical assistance prgrams including Cncerns and issues with eligibility results Cmpleting shpping after eligibility results received Hw t fill ut applicatin / supprt in filling ut applicatin General infrmatin Requests fr accunt r enrllment changes due t Life Event Changes Sales Channel supprt (Health Cverage Guides and Certified Assistance Centers, Brkers, and Carriers) Questins arund 1095 tax frms Eligibility Assistance Activities t-date Enhanced specialized teams prviding eligibility assistance via case management methd Additin f HCPF Buddy teams Pairs wrk tgether t finalize accunts with utstanding enrllment issues 24 Service Center/HCPF buddies in place Daily calls established Daily cllabratin via 12

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