1. Customer Service Update

2. Background Alta met all KPIs in May 2017
Performance declined over the summer months
Met with Contractor October 2017
Cure Notice issued
Penalties imposed
Contractor agreed to hire additional staff
Performance improved in November and December
KPIs currently being met
The Strategic Plan aims to lay out the agency’s goals for the next five years
Beginning in FY 2019 through 2023
By being transparent with the Board and other stakeholders, we hope the process to be collaborative process.

3. KPIs – Year to Date
The Strategic Plan aims to lay out the agency’s goals for the next five years
Beginning in FY 2019 through 2023
By being transparent with the Board and other stakeholders, we hope the process to be collaborative process.

4. Next Steps Continue to closely monitor contract
Perform live audits of calls
Provide training to contractor
Review performance daily
Review weekly reports
Ensure proper staffing levels
Ensure proper and continuing training
Revisit Customer Service Scope of Work (SOW)
The Strategic Plan aims to lay out the agency’s goals for the next five years
Beginning in FY 2019 through 2023
By being transparent with the Board and other stakeholders, we hope the process to be collaborative process.