appendix f - weekly dashboard conduent weekly dashboard · 2019. 1. 17. · •we are working with...

Conduent Weekly Dashboard

Week Between 01/10/2019 – 01/16/2019

Appendix F - Weekly Dashboard

Conduent Weekly Verification Processing

2

Notes

• The max aging metric can be misleading. A brand new document may be 1 day old, but it could be attached to a 20 day old application. This does not infer a 20 day backlog.

• We are working with DSS and AHCT to obtain an updated PPG to include the New AHCT forms and Verification Web Tool.

Risks/Issues & Mitigations

• There are several outstanding JIRA tickets that have an impact on Verification processing. They are listed on the “Systems Issue” slide (12).

• On 1/14/19 we received duplicate work items for cases that were previously processed on 1/11/19. The issue was resolved but there was a lasting impact on the productivity. Mainly because the majority of the day was spent reviewing documents that were already processed.

Key Performance Indicators

Target Actual

Daily processing average 835

Staffing 28 20

Daily Verifications/Person 50 48

Inventory Equivalence 3 2

Oldest App with linked verif. 5 days 2 days

Prior week’s oldest App with linked verif. 5 days 7 days

End of week inventory 1,783

Weekly received 4,796

Weekly processed 4,188

858 876

0 0

721 817

905

736

1077

134 95

923 955

1121

0

200

400

600

800

1000

1200

THU FRI SAT SUN MON TUE WED

DAILY VERIFICATION PROCESSING

Daily Processed Daily Received

0

5

10

15

20

25

30

35

1/1/18 2/1/18 3/1/18 4/1/18 5/1/18 6/1/18 7/1/18 8/1/18 9/1/18 10/1/18 11/1/18 12/1/18 1/1/19

MAX VERIFICATION AGE Max Age of Verifications Week Progress


Conduent Special Enrollment Verifications

3

Notes

• No issues to report.


• No Risks or Issues to report this cycle.


Target Actual

Daily processing average: 2.8

Inventory equivalence (days): 3 0

Inventory: 0

Weekly received: 12

Weekly processed: 14

0

1

2

3

4

5

6

7

8

9

10

1/10/2019 1/11/2019 1/12/2019 1/13/2019 1/14/2019 1/15/2019 1/16/2019

DAILY SEP STATUS

Unassigned Assigned On Hold Escalated Inventory

3

1 0 0 0

2

6

4

2

0 0 0

2

6

0

1

2

3

4

5

6

7


DAILY SEP PROCESSING

Daily New Daily Processed


Conduent Weekly Appeals Processing

4

Notes

• Appeals production includes attending hearings most of which are done telephonically.

• We continue to receive the majority of appeal requests without hearing dates.


• No risks or issues with respect to Appeals to report this week.


Actual

Appeals Inventory 16

% Resolved Prior to Summary 58%

Staffing 5

Daily Appeals/Person 5

Summaries Written for hearings scheduled on

1/28/2019 11 day lead

Outbound Calls for hearings scheduled on

N/A

3 3

0 0

3

2

0

2 5

0 0

5

0

3 0

1

2

3

4

5

6

7

8

9


APPEALS DAILY FULLY PROCESSED

Summaries Written Resolved Prior to Writing Summary

0

20

40

60

80

100

1/1/18 2/1/18 3/1/18 4/1/18 5/1/18 6/1/18 7/1/18 8/1/18 9/1/18 10/1/18 11/1/18 12/1/18 1/1/19

0

20

40

60

80

100

APPEALS BACKLOG (MOVING 7 DAY AVERAGE)

Real Backlog (Left Axis) Week Progress (Left Axis) Request Received (Right Axis)


0

20

40

60

80

100

Thu1/3

Fri1/4

Sat1/5

Sun1/6

Mon1/7

Tue1/8

Wed1/9

Thu1/10

Fri1/11

Sat1/12

Sun1/13

Mon1/14

Tue1/15

Wed1/16

EMPI POTENTIAL DUPLICATES CLEANING HIX ImpaCT

Conduent Other HUSKY A, B and D Paper Queues

5

Notes

• This week 23 SSN and Demographic Hard Stops were resolved by our EMPI team.


Apps and Renewals Application Age Current

Renewal Age Current

Staffing 5

Daily Apps & Renewals/Person 18

Unknown Unknown Age Current

Staffing 1.5

Daily Unknown/Person 60

Missing Information Missing Info Age Current

Staffing 0.5

Daily Missing Info/Person 15

EMPI Potential Duplicate Cleaning EMPI Duplicate Cleaning Age Current

Staffing 2.5

Daily Items/Person 61


0

20

40

60

80

100

120

140

Thu1/3

Fri1/4

Sat1/5

Sun1/6

Mon1/7

Tue1/8

Wed1/9

Thu1/10

Fri1/11

Sat1/12

Sun1/13

Mon1/14

Tue1/15

Wed1/16

APPLICATIONS AND RENEWALS Applications Processed Renewal Applications Processed

0

2

4

6

8

10

12

14

Thu1/3

Fri1/4

Sat1/5

Sun1/6

Mon1/7

Tue1/8

Wed1/9

Thu1/10

Fri1/11

Sat1/12

Sun1/13

Mon1/14

Tue1/15

Wed1/16

MISSING INFORMATION and SIGNATURE PROCESSED

0

20

40

60

80

100

120

140

Thu1/3

Fri1/4

Sat1/5

Sun1/6

Mon1/7

Tue1/8

Wed1/9

Thu1/10

Fri1/11

Sat1/12

Sun1/13

Mon1/14

Tue1/15

Wed1/16

UNKNOWN PROCESSED


Notes

• Total Unresolved Escalations awaiting external resolution is 297 (Husky B Band 2: 279, S05: 18)

• Peoples Unable to Process Count: 5 • Conduent is delivering a Weekly

Escalation Report to DSS that lists all outstanding escalations.

• DSS informed that the December S05 Invoices had issues with the Premiums and payments listed. Deloitte is working on mitigating the issue.

Premium Processing

6

Risks & Mitigations

• Volume of outstanding unresolved escalations. There is extensive time spent on the research and tracking of the escalations.


Premium Billing

Staffing 2

Daily Premium Billing/Person 19

10

24

40

26 32

21 20

67

39

9

2

4

6

5

6

4 6

6

10

3

0

10

20

30

40

50

60

70

80

Thu 1/3 Fri 1/4 Sat 1/5 Sun 1/6 Mon 1/7 Tue 1/8 Wed 1/9 Thu 1/10 Fri 1/11 Sat 1/12 Sun 1/13 Mon 1/14 Tue 1/15 Wed 1/16

PEOPLES BANK - WEB EXCEPTION PROCESS

HUSKY B Total SO5 total

2

6

0 0

6

1

3

7

5

0 0

7

4

9

2

4

0 0

4

1 1

5

3

0 0

7

3

7

0

2

4

6

8

10

12

Thu 1/3 Fri 1/4 Sat 1/5 Sun 1/6 Mon 1/7 Tue 1/8 Wed 1/9 Thu 1/10 Fri 1/11 Sat 1/12 Sun 1/13 Mon 1/14 Tue 1/15 Wed 1/16

IMPACT ESCALATION SHEETS REVIEWED/SENT Reviewed Escalation Sheet Sent


0

200

400

600

800

1000

1200

1400

11/22/2018 11/29/2018 12/6/2018 12/13/2018 12/20/2018 12/27/2018 1/3/2019 1/10/2019

MAGI-TO-HUSKY C REFERRALS Total Processed by Conduent Escalated to DSS

Conduent Spend Down & HUSKY C Referral Support

7

Notes

• We have 12 spend-down cases with Outstanding Issues that we continue to work with DSS to resolve.


Spend Down Spend Down Age Current

Staffing 3

Daily Spend Down/Person 9

HUSKY C Referrals

HUSKY C Age Current

Staffing 5

Daily HUSKY C/Person 29


• No issues to report.

0

10

20

30

40

50

60 SPEND DOWN

Expenses Processed


85

114

110

146

124

135

115

128

97

121

104

107

106 8

88

910

921

1156

1029

964

1002

3476

839

964

2603

836

916

240

235

256

386

288

345

339 695

311

317

626

280

292

0

200

400

600

800

1000

1200

1400

1600

1800

2000

2200

2400

2600

2800

3000

Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 Oct-18 Nov-18 Dec-18 Jan-19

AGE OUT CHIP (19yo) X25 (19yo) X02 (65yo) M09 (26yo)

This manual task is necessary until PT-5298

Conduent Interim Manual Case Maintenance Support

8

Notes

• The January Age Out reports are complete.

• VLP is current.


• No risks or issues to report with respect to Interim Case Maintenance this week. 802

830

0

1155

550

615 622

0 0 1 0 2 0 0 0 0 0 0 0 0 0 0

266

0

100

200

300

400

500

600

700

800

900

1000

1100

1200

11/26/18 12/3/18 12/10/18 12/17/18 12/24/18 12/31/18 1/7/19 1/14/19

VLP STEP 2 AND STEP 3 Complete Unable to Complete Not Processed


3

4

3 3

4

3

5

2

3

7

5

3

2 2

3

6

5 5

2

5

4

5 5

2

3 3

9

5

3 3

2

6

7

5

6

3 3

4

6

4

5 5

4

3

4

3

5

4

5

4

9

3

4

3 3

4

3

5

2

3

7

5

3

2 2

3

6

5 5

2

5

4

5 5

2

3 3

9

5

3 3

2

6

7

5

6

3 3

4

6

4

5 5

4

3

4

3

5

4

5

4

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

9

0

4

8

12

1/1

/18

1/8

/18

1/1

5/1

8

1/2

2/1

8

1/2

9/1

8

2/5

/18

2/1

2/1

8

2/1

9/1

8

2/2

6/1

8

3/5

/18

3/1

2/1

8

3/1

9/1

8

3/2

6/1

8

4/2

/18

4/9

/18

4/1

6/1

8

4/2

3/1

8

4/3

0/1

8

5/7

/18

5/1

4/1

8

5/2

1/1

8

5/2

8/1

8

6/4

/18

6/1

1/1

8

6/1

8/1

8

6/2

5/1

8

7/2

/18

7/9

/18

7/1

6/1

8

7/2

3/1

8

7/3

0/1

8

8/6

/18

8/1

3/1

8

8/2

0/1

8

8/2

7/1

8

9/3

/18

9/1

7/1

8

9/2

4/1

8

10

/1/1

8

10

/15

/18

10

/29

/18

11

/5/1

8

11

/12

/18

11

/19

/18

11

/26

/18

12

/3/1

8

12

/10

/18

12

/17

/18

12

/31

/18

1/7

/19

1/1

4/1

9

PREGNANCY INCOME LOCK IN

Received Complete Inventory

Conduent Interim Manual Case Maintenance Support

9

Notes

• The Pregnancy Income Lock In report is current.

• The Past Due Pregnancy report

for January is complete.


• None



625 629 617

535

645 614

673 621

667 652

736 696 700

625 629 617

535

645 614

673 621

667 652

736 696 700

60

160

260

360

460

560

660

760

860

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan

PAST DUE PREGNANCY

Received Inventory Work Complete


Notes

LEGEND Notes • 176 Discrepancies are “in AHCT

and not in EMS”. • 177 Discrepancies are “in EMS and

not in AHCT”. • We continue to work all of the

refreshed conversion failure reports upon receipt.

• The most recent Conversion Clean Up Report was received on 1/4/2019.

Special Project – ImpaCT Conversion Cleanup

10


• No risks or issues for this cycle.

Special Projects

517 from CHIP Conversion Cleanup

Received 4,270

Complete 2,331

Conduent cannot resolve. Deloitte review needed.

584

Conduent cannot resolve. DSS review needed.

951

No Action Needed 227

Unable to Complete 177

Special Projects


Received 3,047

Complete 1,299


554


782



Special Projects


Received 1,329

Complete 524


9


25

Tier 2 Review Needed 0



Special Projects


Received 4,354

Complete 2,978


3


102

Tier 2 Review Needed 1



176/177 ImpaCT Conversion Cleanup Project

Cumulative Counts of Records Reviewed since 1st File (2/7/2017)

176 49,082

177 47,185

Total 96,267

Special Projects


Received 1,484

Complete 1,047


1


13



Special Projects


Received 127

Complete 99


0


2

No Action Needed 26



Notes

• The Obviously Wrong SSN Clean Up is

complete. • The Blank SSN Clean Up is underway. • The Duplicate Client ID Report was

completed and the results were sent to DSS.

• A new Duplicate Client Report was received on 1/8. All cases were completed and sent back to DSS on 1/9.

Special Projects

11


Obviously Wrong SSN

SSN with all 0s or all 9s

Received 34

Individual in Renewal Period 9

Set SSN to Blank 11

Set SSN to Blank – 90 Day ROP 4

SSN In ImpaCT 8

JIRA – Hard Stop 2

Duplicate Client ID Report – 11/21/18

Users with Different Person IDs

Received 61

Complete 31

No Action Needed 27

Unable to Process 3

Blank SSN

Consumers without SSN in ahCT

Outstanding 715

Message Left 1373

No Outbound Call, No Documents Found 4

Phone Number Unavailable, No Documents Found 24

SKIP-CMR DCF Record 4

SKIP-Good Cause 2

SKIP-Renewing Account 1351

SSN Already Provided 213

SSN in ImpaCT 486

SSN Updated From Call 123

SSN Updated From Documents 31

TOTAL 3611

Duplicate Client ID Report – 1/8/19

Users with Different Person IDs

Received 11

Complete 4

No Action Needed 5

Unable to Process 2


System Issues Tracking

12

Notes

• For PT-11727 “You are not Authorized to view this page.” message after Enrollment, Conduent continues to receive the message . There has not been any update from Deloitte on the resolution.

• AHCT – We continue to manually track the impact of the defects for the “Lock Edit Message” related to the worker portal release on 7/7/18. PT-11302.

• The Tracking Ticket updated this week is due to the Duplicate Items in Manage VCL (PT-7996: 14 App IDs) , Error on Enrollment (PT-11727: 2 App ID)

• ImpaCT issue when completing the Application Registration for the HUSKY C program. Staff are being returned to the log in screen. We have been in contact with the DSS Help Desk. This issue has been reported by Conduent and DSS workers. This issue has occurred for the past month.


• Most of the defects listed above have a potential impact on productivity and quality if any of the extra steps required in the workarounds are missed.

System Minimum Interruptions

Date Count Time

System Downtime

Date Time Ticket

Q1 2018 24:48 22 Issues

Q2 2018 14:43 24 issues

Q3 2018 15:55 11 issues

Q4 2018 5:18 22 issues

AHCT Issues Reported – JIRA Tickets Submitted

Week New

Tickets Tracking Tickets

Task Tickets

Total Tickets

10/4/18 2 2 4 8

10/11/18 1 2 2 5

10/18/18 0 4 5 9

10/25/18 1 2 3 6

11/1/18 1 3 2 6

11/8/18 1 2 3 6

11/15/18 0 3 2 5

11/22/18 5 2 1 8

11/29/18 2 3 4 9

12/6/2018 1 2 7 10

12/13/2018 0 2 4 6

12/20/2018 0 4 3 7

12/27/2018 0 3 2 5

1/3/2019 0 4 5 9

1/10/2019 0 2 0 2

ConneCT Issues Date Issue Start End


90 SECOND ANSWER TIME SLA (90%) Risks/Issues & Mitigations

• 60 and 90 second KPIs not met during 2 of the 5 day reporting period due to elevated call volumes from a DSS mailing campaign. Additional staff assigned but we could not keep pace with the volume.

• No other risks or issues to report

17

71

10

68

46

9

0

20

53

21

24

14

79

0

37

34

26

68

30

52

29

48

22

74

21

05

21

40

18

52

28

26

30

58

31

73

4 4 4

0

4

3 3

4

0

4 4 4 4 4 4 4 4 4

4 4

0

2000

4000

0

2

4

6

Thu12/20

Fri12/21

Sat12/22

Sun12/23

Mon12/24

Tue12/25

Wed12/26

Thu12/27

Fri12/28

Sat12/29

Sun12/30

Mon12/31

Tue1/1

Wed1/2

Thu1/3

Fri1/4

Sat1/5

Sun1/6

Mon1/7

Tue1/8

Wed1/9

Thu1/10

Fri1/11

Sat1/12

Sun1/13

Mon1/14

Tue1/15

Wed1/16

TOTAL CALL MINUTES AND AVERAGE DURATION

Total Call (minutes) Average Call Duration (minutes)

60 SECOND ANSWER TIME SLA (85%)

13 8 8 11 11 14

12

20

43

23 16

11 15

11 11 11

24 20

01020304050

Thu12/20

Fri12/21

Sat12/22

Sun12/23

Mon12/24

Tue12/25

Wed12/26

Thu12/27

Fri12/28

Sat12/29

Sun12/30

Mon12/31

Tue1/1

Wed1/2

Thu1/3

Fri 1/4 Sat 1/5 Sun1/6

Mon1/7

Tue1/8

Wed1/9

Thu1/10

Fri1/11

Sat1/12

Sun1/13

Mon1/14

Tue1/15

Wed1/16

AVERAGE SPEED OF ANSWER (SECONDS)

Key Performance Indicators Target Actual

Calls within 60s 85% 87.6%

Calls within 90s 90% 90.4%

Average Speed of Answer (s) 16

Post 30s Abandon Rate <5% 0.3%

Staffing 18

Conduent Call Center – Back Office Support

Notes

Call Handling Status • KPI goals met for this period. • Starting to see an increase in

1095B related calls.

13

0

200

400

600

800

1000

Thu12/20

Fri12/21

Sat12/22

Sun12/23

Mon12/24

Tue12/25

Wed12/26

Thu12/27

Fri12/28

Sat12/29

Sun12/30

Mon12/31

Tue1/1

Wed1/2

Thu1/3

Fri1/4

Sat1/5

Sun1/6

Mon1/7

Tue1/8

Wed1/9

Thu1/10

Fri1/11

Sat1/12

Sun1/13

Mon1/14

Tue1/15

Wed1/16

INBOUND, HANDLED AND ABANDONED Premium Billing Spend Down PCMH+ Total Inbound


Conduent Call Center – ConneCT My Account Support

14

Notes

Call Handling Status • KPI goals met for this period.


• 60 and 90 second KPIs not met during 2 of the 5 day reporting period due to elevated call volumes from a DSS mailing campaign. Additional staff assigned but we could not keep pace with the volume.

• Errors reported to the MyAccount Helpdesk during this period were:

• 2 - 3rd Party Server Errors • We are opening a JIRA where the error

occurs over multiple days. (0 JIRA submitted)

• No other risks or issues to report

32

4

17

4

0

0

90

0

39

4

50

7

49

8

0

0 2

72

0

78

5

53

7

53

1

0

0

53

4

42

3

35

9

32

8

31

2

0

0

50

0

61

4

61

6

0

100

200

300

400

500

600

700

800

900

CONNECT MY ACCOUNT HELP DESK 1

25

3

68

3

33

7

0

14

59

12

58

15

50

10

82

28

58

18

58

19

53

19

40

15

59

12

73

13

63

11

91

19

03

22

87

21

86

4 4

0 0

4

0

4

2

3

0 0

4

0

4 3 4

0 0

4 4 4

4 4

0 0

4 4 4

0

2

4

0200400600800

10001200140016001800200022002400260028003000

TOTAL CALL MINUTES AND AVERAGE DURATION

Total Call Minutes Average Call Minutes
