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California LifeLine Program Update

California LifeLine Program Update

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California LifeLine Program Update

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  1. California LifeLine ProgramUpdate Low Income Oversight Board February 27, 2013

  2. California LifeLine Program Updates • CA LifeLine All Party Meeting – January 29, 2013 • Third Party Administrator Transition • Catch-up Renewal Forms • Invalid Service Addresses • Implementation of Requirement – SSN/DOB • Compliance Requirements – FCC 12-11 • Image Exchange Process • Opt Out – National Duplicates Database

  3. Direct Application Process • Commission mandated a process to facilitate a faster enrollment process for CA LifeLine Applicants (Resolution T-17366) in July 2012. • Communications Division and the Third Party Administrator (Xerox) were given until November 1 to implement a process that allowed potential applicants direct contact with Xerox to circumvent the delays associated with mailing an application form back and forth. • Xerox proposed a number of solutions, and worked with the pilot team of carriers (Cricket, Nexus, Telscape Wireless and TC Telephone) to test and implement a solution.

  4. Direct Application Process - continued • The DAP allows for point-of-sale, real-time applications • Applicants can be offered LifeLine benefits at the same time they sign up for in-store service • The carrier employee submits the applicant’s basic information (name, address, phone number) to Xerox in a meta-data file. • The Xerox database does a real-time check to ensure the applicant does not already have a LifeLine subsidy with another carrier. • If the applicant passes the duplicates check, an application form is emailed back to the carrier with the basic applicant information already filled in. This usually takes less than 60 seconds. • The applicant can either take the form home, fill it out and mail it back, or they can bring their supporting documentation back to the store and the carrier would email the completed package to Xerox.

  5. Direct Application Process - continued • Current statistics for the DAP program to date: • A total of 5,141 transaction. Of those: • 3,484 application requests • 1,252 approved for LifeLine • 2,056 pending a decision • 578 correctible denials sent • 144 denials • 32 disconnected • The balance of the transactions are customer transfers or reconnections • Cricket is the only carrier currently using DAP. • Nexus hopes to be fully in production within 2-4 weeks • TC Telephone plans to implement DAP within 30 days • Telscape is pending on an IT review • Virgin Mobile (Assurance) is reviewing the Specifications Document

  6. Enhanced Lifeline • According to USAC, there were an average of 615 tribal Lifeline customers in California in 2012 • Communications Division is finalizing a Specifications Document that will allow LifeLine customers living on federally recognized tribal land to certify for the additional benefits by simply filling in a bubble on the form.

  7. Contact Information • Benjamin Schein – LifeLine Implementation • BDA@cpuc.ca.gov; (415) 703-1088 • Michaela Pangilinan – LifeLine Outreach • WOW@cpuc.ca.gov; (415) 703-1890 • RHA, Inc. (Outreach Contractor) – Vanessa Anderson • vanderson@rhainc.com; (559) 447-7000 • Consumer Affairs Branch • http://www.cpuc.ca.gov/puc/cec/e_complaint/; (800) 649-7570 • Xerox State and Local Solutions, Inc. (LifeLine Public Call Center) • https://www.californialifeline.com/en • (866) 272-0349 – English (866) 272-0354 – Korean • (866) 272-0350 – Spanish (866) 272-0355 – Vietnamese • (866) 272-0351 – Lao/Hmong (866) 272-0356 – Chinese • (866) 272-0352 – Khmer (866) 296-0860 – Japanese • (866) 272-0353 – Tagalog 7