1. A service of Maryland Health Benefit Exchange Consolidated Service Center Update Maryland Health Benefit Exchange Board Meeting January 27, 2014 Presented by: Leslie Lyles Smith Director, Operations Eric Rubin President, Health Operations MAXIMUS

2. Consolidated Service Center (CSC)

3. CSC Statistics 3 Calls Received Avg Daily Calls Rec'd Calls Answered Calls Abandoned % Abandoned Average Speed Answer Service Level Average Talk Time October 4432514304257313273%:2285%8:12 November 40939141230247635316%3:0348%12:11 December 836202787364074026048%37:548%17:48 January 632623330267753621257%35:03 13%19:33 Call Volume increased by 204% from Nov to Dec Abandonment Rates and Talk Time increased as well Staffing levels remained the same in Oct and Nov Recent Incremental improvements in reduced Abandonment Rates and Average Speed of Answer

4. Types of Inquiries 4 CSC Statistics (Cont’d) WorkgroupOct-13Nov-13Dec-13Jan-14 LANGUAGE_ASSISTANCE0.70% 0.90% 1.20% Paper Apps N/A 13.70%15.30% TIER 1_GENERAL13.30% 14.30%12.20%17.50% HELPDESK 9.00%10.80% 12.00%9.40% TIER 2_NAVIGATOR6.30% 7.20%6.60%8.50% ENROLLMENT 66.70%63.60%52.90%45.40% TIER1_HEALTH_PLAN1.50% 1.70%1.20%2.70% TIER1_PREMIUM0.30% 0.40%0.30%0.00% TIER1_SHOP 1.50%1.20%0.30%0.00%

5. Goals Optimize staff efficiency Reduce the Abandonment Rate (AB Rate) without adversely impacting other service metrics Ensure optimal call center workflow Prepare for additional outreach activities Expansion December 2 – expanded staff with 40 Customer Service Representatives and 30 Fulfillment staff January 6 – expanded staff with 126 Customer Service Representatives Expanded physical space with the addition of 32,444 square feet of space – 9 th Floor, 1 South St. 5 Opportunities for Improvement

6. Staffing 6 Opportunities for Improvement Oct 13Nov 13Dec 13Jan 14 TIER 1 Agent - English14133141 TIER 2 Agent - English698277118 TIER 1 Agent - Spanish3043 TIER 2 Agent - Spanish14121015 Supervisor66714 Quality Assurance2248 Training1113 Fulfillment89810 Data Entry002617 TOTAL117113170329

7. Assessment Conducted by Maximus Business Process Improvement Team Assessed Staffing, Training, Call Center Analysis and Modeling Actions Turn on IVR call-back feature until capacity reached Expand hours of outbound operation Leverage 15 CSRs from Folsum, CA 7 Opportunities for Improvement

8. Actions (Cont’d) Adjust IVR prompting Multi-channel approach (use of email) Staff training in order to optimize efficiencies Further training on technology 8 Opportunities for Improvement

9. Other Actions (Cont’d) Increased Trunk Capacity (350) Support from Optum Call Center – 2 projects –Project 1: Began 1/1/14 Handling 834 verifications Total Calls Offered: 22,274 Total Calls Handled: 19,722 Total Calls Abandoned: 2, 552 Percent of Calls Abandoned: 11.46% Average Speed of Answer: 3:20 Average Talk Time: 5:30 Service Level: 63% 9 Opportunities for Improvement

10. Other Actions (Cont’d) Support from Optum Call Center –Project 2: Began 1/14/14 Handling Retro Enrollments Total Calls Offered: 2,681 Total Calls Handled: 2, 471 Total Calls Abandoned: 210 Percent of Calls Abandoned: 7.83% Average Speed of Answer: 2:02 Average Talk Time: 5:30 Service Level: 53% 10 Opportunities for Improvement

11. Simulation Modeling Maximus uses Rockwell Arena Simulation Modeling Current Staffing of 266 CSRs results in 37% abandonment rate and 11 min ASA Meet/Exceed Service Levels – 363 CSRs will result in 2.7% abandonment rate; 33 second ASA and 100% service level 11 Maximus: Simulation Modeling