Presentation Transcript

1. 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
2. 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
3. UW MEDICINE|CONTACT CENTER ORGANIZATIONAL CHART Scott Mah Director Communication Technologies MelissaVasiliades UWMCCDirector Erica Edwards Program Manager Maureen Stout Admin. Joseph Peyton Resource Planning & Analytics Joe Karduck Site Operations Dimitri Franks-Kora Quality Assurance Jeremy Tyndall Project Management Daniel Mohn Training & Development Sandra McMillen Senior Analyst Christina Horton Training Specialist Gregory Martel Forecast Analyst Laurie Nakamichi Project Manager Brittany Giesen Supervisor Liz Coombes Supervisor Cynthia Broker Supervisor Rajani Lata Temp T&D James Spear Resource Analyst Meekie Roberson Project Manager Falana Young Supervisor Fred Fisher Supervisor Jon Paras Analyst Cristy Dagdag QA Coordinator Sara Blair Project Manager Jean Zhou Reporting Analyst Jean Hennebert Supervisor Stella White Project Manager Jason Palacpac QA Coordinator Ryan Olson Staffing Analyst Joanne Kisiel Supervisor Julia Brewer Supervisor Jessica MacKenzie QA Coordinator Wesley Dreiling Systems Analyst Julian Goss Supervisor Paula Petzold Supervisor Marlon Sarmiento Intern RP&A Lisa Suelen Intern QA Rosy Garcia Supervisor Valerie Piacenti Admin. Last Updated: 12/04/13
4. UW MEDICINE|PATIENT SERVICE METRICS
5. 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 5:50 91% 89% 99.68% Goal Goal Goal Goal 93% 99.50% 5:30 95% Three Month Trend Three Month Trend Three Month Trend Three Month Trend 5:48 92% 92% 99.68%
6. 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 Results remain relatively flat with only a slight change (~1%) over the past three survey cycles WAS YOUR CALL ANSWERED IN A REASONABLE PERIOD OF TIME? DID WE MEET YOUR EXPECTATION? Survey Week ASA:58 Seconds Survey Week ASA: 22 Seconds 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 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
7. 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
8. UW MEDICINE|WORKFORCE OPTIMIZATION SOLUTION Speech Analytics Proactively identify recurring issues to support root cause and process gap analysis. Individual Module Year 1 Cost: $75K 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 Scorecards* Capture agent performance which can be used for performance trending and skill development. Individual Module Year 1 Cost: $31K Shift Bid Functionality to assign employee schedules based on predefined rules such as tenure, performance and employee preference. Individual Module Year 1 Cost: $6K 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 Contact Recording/Quality Management* Capture patient interactions across various channels (phone, fax, email, agent screens, web chat) to help ensure a consistent high quality patient experience. Individual Module Year 1 Cost: $195K Customer Feedback Management Gather patient feedback to understand and improve the UW Medicine experience. Individual Module Year 1 Cost: $100K E-Learning Automatically prioritize, assign and schedule focused online training to minimize impact to service levels. (Cost included in Contact Recording) Estimates based on 200 seats. * 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.
9. 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. 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 Short Range Forecasting Seasonality Forecasting Resource Planning & Reporting Avaya CMS Supervisor feeding call data into a access database to generate Intra-Day Performance (IDP) outputs based on modified a Erlang C formula. Supervisors enter agent schedule exceptions into a SharePoint list. Date, time, agent, and exception type are captured. FTE Requirements Adherence Monitoring Staff Scheduling Shrinkage Tracking 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. 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 for.
10. UW MEDICINE|RESOURCE PLANNING & ANALYTICS – POST WFO Avaya Strategic Planner Multiple “What if” generator. Entered/Tracked in Avaya WFM. The Forecasting module lets you model campaigns leveraging data that has already been captured within the tool. Forecasting tool tracks patterns and applies them to forecasts automatically. Long-range Forecasting Seasonality Forecasting Short-Range Forecasting Resource Planning & Analytics AVAYA WFM Entered/Tracked in Avaya WFM. Represented as a Adherence goal for Staff/Supervisors. Entered/Tracked in Avaya WFM. System generates IDPs without the need for outside input. FTE Requirements Adherence Monitoring Staff Scheduling Shrinkage Tracking Vacation Allotments 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. Entered/Tracked in Avaya WFM. Entered/Tracked in Avaya WFM. Bucket system with workflow approvals. Shift Swap to be deployed in February 2014.
11. UW MEDICINE|COMMUNICATION TECHNOLOGIES Evolving a shared approach SURVIVABILITY & RESILIENCY – BY THE NUMBERS Resilient Communication System Diverse Service Providers Service Provider Diversion Backup Communications Platform 2 2 1 2 4 3 CenturyLink X5 Integra Teleira Communication Manager Gateway Community Care Transfer Center Gateway UW Medicine Contact Center