UW MEDICINE|CONTACT CENTER FEBRUARY 2014 HARBORVIEW MEDICAL CENTER | NORTHWEST HOSPITAL & MEDICAL CENTER | VALLEY MEDICAL CENTER | UW MEDICAL CENTER UW NEIGHBORHOOD CLINICS | UW PHYSICIANS | UW SCHOOL OF MEDICINE | AIRLIFT NORTHWEST UW MEDICINE|CONTACT CENTER FACTS  Opening Day: 10/21/10  83 HMC  9 UWNC  68 UWMC  Hours of Operation:  Monday through Saturday 6:30 AM to 8:00 PM  Sunday 9:00 AM to 5:30 PM  Contact Center Representatives: 155  Supervisors: 11  Service Level:  80% of the calls with 40 seconds or less  <5% of the calls abandoned  Volumes:  Average monthly calls 150,000  Average daily calls 6,000-8,000 UW MEDICINE|CONTACT CENTER ORGANIZATIONAL CHART Scott Mah Melissa Vasiliades Director Communication Technologies UWMCC Director Erica Edwards Program Manager Maureen Stout Admin. Joe Karduck Dimitri Franks-Kora Site Operations Quality Assurance Joseph Peyton Resource Planning & Analytics Jeremy Tyndall Daniel Mohn Project Management Training & Development Christina Horton Training Specialist Sandra McMillen Senior Analyst Gregory Martel Forecast Analyst Laurie Nakamichi Project Manager Falana Young Superviso r Jon Paras Analyst James Spear Resource Analyst Meekie Roberson Project Manager Fred Fisher Superviso r Jean Hennebert Supervisor Jean Zhou Reporting Analyst Sara Blair Project Manager Joanne Kisiel Supervis or Julia Brewer Superviso r Ryan Olson Staffing Analyst Stella White Project Manager Julian Goss Superviso r Paula Petzold Superviso r Rosy Garcia Superviso r Valerie Piacenti Admin. Cristy Dagdag QA Coordinato r Jason Palacpac QA Coordinato r Jessica MacKenzie QA Coordinato r Lisa Suelen Intern QA Brittany Giesen Superviso r Cynthia Broker Superviso r Liz Coombes Superviso r Rajani Lata Temp T&D Wesley Dreiling Systems Analyst Marlon Sarmiento Intern RP&A Last Updated: 12/04/13 UW MEDICINE|PATIENT SERVICE METRICS UW MEDICINE|CONTACT CENTER NOVEMBER PATIENT SERVICE METRICS DASHBOARD* * MTD data as of 11/25/2013 Adherence Accuracy Call Resolution Time Quality November 2013 November 2013 November 2013 November 2013 99.68% 5:50 89% 91% Goal Goal Goal Goal 93% 99.50% 5:30 95% Three Month Trend 92% Three Month Trend Three Month Trend Three Month Trend 99.68% 5:48 92% UW MEDICINE|SURVEY PATIENT SATISFACTION SURVEY PATIENT PARTICIPATION  WAS YOUR APPOINTMENT TIME AS SOON AS YOU NEEDED IT? Survey participation decreased by ~24% quarter over quarter  WAS YOUR CALL ANSWERED IN A REASONABLE PERIOD OF TIME? Survey Week ASA: 22 Seconds  DID WE MEET YOUR EXPECTATION? Survey Week ASA:58 Seconds Despite an increase of 36 seconds in our Average Speed of Answer (ASA) survey participants still reported their call was answered in a reasonable amount of time Results remain relatively flat with only a slight change (~1%) over the past three survey cycles June 2013 QA : 95.46%  September 2013 QA xx% Expectation results remained relatively flat with the vast majority of participants approving of the service they received from the Contact Center UW MEDICINE|COMMUNICATION TECHNOLOGIES Avaya Communication Manager  G450 Media Gateways  Avaya CM 6.3  System & Session Managers  Call Management System R17  Workforce Optimization Suite R11  Contact Analyzer  Resilient Trunking Arrangement  Digital 9408 and IP 9611G Phones  VPN 9611G IP Phones  Future IP Agent Deployment  Future Call Back Assist Solution UW MEDICINE|WORKFORCE OPTIMIZATION SOLUTION Contact Recording/Quality Management* Shift Bid Capture patient interactions across various channels (phone, fax, email, agent screens, web chat) to help ensure a consistent high quality patient experience. Functionality to assign employee schedules based on predefined rules such as tenure, performance and employee preference. Individual Module Year 1 Cost: $195K Individual Module Year 1 Cost: $6K Workforce Management* Establish profiles to predict future call volumes, handle times, and optimize schedules for all work groups (phone/non-phone queues). Individual Module Year 1 Cost: $210K Speech Analytics Proactively identify recurring issues to support root cause and process gap analysis. Individual Module Year 1 Cost: $75K Scorecards* Capture agent performance which can be used for performance trending and skill development. Individual Module Year 1 Cost: $31K E-Learning Customer Feedback Management Gather patient feedback to understand and improve the UW Medicine experience. Individual Module Year 1 Cost: $100K Automatically prioritize, assign and schedule focused online training to minimize impact to service levels. (Cost included in Contact Recording) Time Off Manager Create an automated self-service process for managing employee time off. Compatible with Kronos, Cognos, and other reporting systems. Individual Module Year 1 Cost: $5K * Prices listed above are based on 200 licenses and sales tax of 9.5%. **Total Year 1 Costs = purchase, installation, upgrade software, software support, etc. Estimates based on 200 seats. 8 UW MEDICINE|RESOURCE PLANNING & ANALYTICS – PRE WFO Historical call volumes and anticipated seasonal impacts are gathered from Avaya CMS Supervisor and seasonality workbooks, and calculated out onto an Excel spreadsheet into monthly volume allocations. Avaya CMS Supervisor feeding call data into an Excel spreadsheet. Projects impacts and clinic onboarding's are filtered out to determine a base average monthly call volume. Seasonal call patterns are extracted and represented as a percentage. Supervisors enter agent schedule exceptions into a SharePoint list. Date, time, agent, and exception type are captured. Long range forecast data and recent historical data from Avaya CMS Supervisor feeding call data into an Excel spreadsheet. Seasonal and day of week allocations are applied via formulas to generate intra day call arrival patterns. Long Range Forecasting Adherence Monitoring Resource Planning & Reporting FTE Requirements Vacation Allotments Agent staffing data is pulled from Avaya CMS Supervisor into an Excel spreadsheet. Formulas are applied to determine how much time the agents did not spend on the phone. Represented as a percentage. Based on an operational allotment. Represented as a percentage. An Excel workbook processes the percentage into a time off by days allotment. These days off are applied to the SharePoint for agents to signup Avaya CMS Supervisor feeding call data into a access database to generate Intra-Day Performance (IDP) outputs based on modified a Erlang C formula. Each new class of agents triggers this workflow. New schedules are generated using an Excel workbook to optimize (goal seek) the optimal solution to fill in the greatest need, over the most intervals. Schedules are offered to existing agents first, then the new class. UW MEDICINE|RESOURCE PLANNING & ANALYTICS – POST WFO Avaya Strategic Planner Multiple “What if” generator. Forecasting tool tracks patterns and applies them to forecasts automatically. Long-range Forecasting Entered/Tracked in Avaya WFM. Represented as a Adherence goal for Staff/Supervisors. Adherence Monitoring Resource Planning & Analytics Entered/Tracked in Avaya WFM. The Forecasting module lets you model campaigns leveraging data that has already been captured within the tool. FTE Requirements Entered/Tracked in Avaya WFM. System generates IDPs without the need for outside input. AVAYA WFM Vacation Allotments Entered/Tracked in Avaya WFM. Entered/Tracked in Avaya WFM. Bucket system with workflow approvals. Shift Swap to be deployed in February 2014. Entered/Tracked in Avaya WFM. Banded and Ultra-Banded Schedules for all new agents, and existing agents with schedule change requests. Shifts are optimized out every two weeks for start times, then every day for break/lunches. UW MEDICINE|COMMUNICATION TECHNOLOGIES Evolving a shared approach SURVIVABILITY & RESILIENCY – BY THE NUMBERS 1. Resilient Communication System 2. Diverse Service Providers 3. Service Provider Diversion 4. Backup Communications Platform 3 2 2 2 CenturyLink Integra X5 Communication Manager 4 Teleira Gateway Community Care Transfer Center Gateway UW Medicine Contact Center 1