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Sponsor Readout & Benefits Realization
Initiative Outcomes Document
The Policy Processing Teams are currently acting as a call center, experiencing a high volume of misrouted and/or complex phone calls which need to be identified, to understand opportunities and to build educational material for the appropriate future state handling procedures.
16
12
36
Areas of Processing
1- hr Sessions
SMEs Engaged
The Discovery Sessions confirmed that we needed to dig deeper into the data which led us to a MAJOR roadblock
We needed
MORE and BETTER
data
265k
Total # of incoming calls in 2022
Adoption Rate for 2022
265k
- "Call Type" logged as "General Inquiry"
Total # of incoming calls in 2022
127k
Total # of calls logged in 2022
- "Call Reason" logged as "Other" or "General Question"
How do we get it?
1hr sessions completed
of Processors
participated in these sessions
AGENDA
Re-Educate
Level-Set Expectations
Open Lines of Communication
"The Why"
Job Aids
Initial Goal was a Moving Target
PIVOT
Increased & Sustained Rates
Coaching, Employee Support, Monitoring Trends
- Limited access to data
- Phone Log Limitations
- Nuances
- Unicom data lag
6
1 - hr Sessions
Supervisors in Attendance
100%
AGENDA
- Tools for Success
- Driving Accountability
- Open Lines of Communication
Increased Data Visibility
Increased Reporting Frequency
Export Feature: go-Live 5/5
How do we get it?
MS Forms Survey
27
Employee responses
Responses produced contributions to the Mendix Enhancement Request List
19
Better Data:
Call Flow
Define Call Reasons
Call Flow
Education Sessions
Logging Calls: Consistency & Repeatibility
ESB
PL AUTO
Premium Audit
AGENDA
- What is Call Flow?
- Why does it Matter?
- Job Aid
- Mock Call Exercises
- How to Train Call Flow
Defining Call Reasons:
Consistency & Repeatibility when Logging Calls
16 LOBs - 16 Menus
Alignment & Consistency
Shared Understanding
Better, more Accurate Data
265k
- "Call Type" logged as "General Inquiry"
Total # of incoming calls in 2022
127k
Total # of calls logged in 2022
- "Call Reason" logged as "Other" or "General Question"
How do we upgrade the Phone
Log to fit our current needs?
Impacted Stakeholders:
- Processing Ops.
- COE
- Employees
- Leaders
- Enterprise (ECS)
Submitted to Services intake on 5/17
22 Enhancements Requested
Includes Employee Feedback
Includes COE Feedback
Prioritized by the Team
Will provide "more" & "better" data
Adoption Rates
2nd Tier Menu Options &
Status Message Capability
Re-route PL Auto Hunt Lines
Export Feature &
Unicom Reporting Frequency
IT Resources -
Mendix Phone Log Application
Created a Partnership
More Data:
Adoption Rates Climbed
Average rate in 2022
Average rate in 2023
Adoption Rates
2nd Tier Menu Options &
Status Message Capability
Re-route PL Auto Hunt Lines
Export Feature & Increased Reporting Frequency
IT Resources -
Mendix Phone Log Application
Partnership Created
Anticipated Benefit:
Decrease in Overall Call Volume
ESB Menu Options Implemented...
Decrease Overall Call Volume
Increase Processor Efficiency
Request submitted to Services Intake on 5/19 on behalf of the Directors
Support First Call Resolution
ESB Menu Options Implemented...
Adoption Rates
2nd Tier Menu Options &
Status Message Capability
Re-route PL Auto Hunt Lines
Export Feature & Increased Reporting Frequency
IT Resources -
Mendix Phone Log Application
Partnership Created
Re-Route PL Auto Hunt Lines
Anticipated Benefit: Decreased # of Voicemails
More Data:
Export Feature &
Unicom Reporting Frequency
IT Resources
Mendix - Phone Log Application
Created a Partnership
Processing Operations and COE
Data-Driven Business Decisions
1. More Data
2. Better Data
CI Engagement Duration: August 2022 - June 2023
CI Lead: Ashley Matson, Sr. Experience Analyst
CI Support: Joe Sambuchino, Experience Consultant
Sponsors: Todd Agnello & Alicia Pelkowski
Initiative Outcomes Document
12
Core Team Members
36
SMEs Engaged
1
Scott Tarasovitch
Data & Analytics Specialist, II
- Data Mining Sessions for Supervisors
- New Qlik Dashboard View
- Assited the team in understanding and navigating the data
- Export Feature/Unicom Data Frequency
- Compiled and Prioritized the Enhancement Request List