California LifeLine Administrator Presentation to the ... · Presentation to the Administrative Committee. Executive Summary • October 2016 to September 2017 program participation

February 15, 2018

California LifeLine Administrator

Presentation to the Administrative Committee

Executive Summary

• October 2016 to September 2017 program participation decreased from 2.15 million to 1.84 million

• Number of participants with wireless telephone services varied greatly month-to-month from a loss of

about 90,000 to a gain of about 28,000

• Number of participants with wireline telephone services continually decreases

• Timely implemented the 60-day discount transfer freeze and the 30-day enrollment request freeze (go-

live date of June 1, 2017)

• Quickly implemented the new approach to evaluating signatures on forms (go-live date of June 1, 2017)

• Approval rates for applications and renewals of wireless telephone services have increased since the

2nd quarter of 2017

• Moved the LexisNexis query earlier in the eligibility determination process (go-live date of July 26,

2017)

• Forms processing turn-around-time is an average of 2.62 days (based on Sept. 2017)

2

Key Projects

Pending Projects

• Transferring the printing & mailing functions

to OSP (estimated go-live of April 4)

• Sending text messages directly to all

participants

• Implementing the emergency protections for

fire-impacted counties

• Issuing the new Weighted Average Report

template

• Issuing the new True-up Report template

• Sending outbound dialer messages to

targeted zip codes in fire-impacted counties

3

Completed Projects

• Adding the Veterans Pension Benefit

and Survivors Pension Benefit program

to the paper and online forms as a

qualifying program

• Enrollment request and discount

transfer freezes

• New approach to evaluating signatures

• Moving the LexisNexis query earlier in

the eligibility determination process

• Improving consumer experience:

supplemental questions for

authenticating identity during a call

Qualification Rates

Oct. 2016 – Sept. 2017 (Application Forms)

42.10%39.80%

41.35% 42.15%43.54% 44.15% 43.65%

45.09% 45.68% 45.18% 45.32%

38.45%

54.89%52.94% 52.61%

49.51% 48.68% 48.32%51.25%

54.42%

58.05%

67.14%

74.25% 74.50%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17

Wireline

Wireless

Average application approval rates for Oct 2016 - Sep 2017 {Wireless – 56.56% | Wireline – 42.99%}

4

5

Qualification Rate Data Description

Column Name Description

Period Application initiated date/time

Total Vol. Total Volume of application

Responded Application is submitted and received for Eligibility Review

Approved Approval decision rendered

Response Rate Percentage based on Responded Application Volume vs. Total Volume

Approval Rate Percentage based on Approved Application Volume vs. Responded Volume

Qualification Rate Percentage based on Approved Application Volume vs. Total Volume

6

Response Rate/Qualification Rate - Wireless

Jan. 2016 – Sept. 2017 (Application Forms)

Period Total Vol. Responded ApprovedResponse

Rate

Approval

Rate

Qualification

Rate

Jan-16 205653 189535 115327 92.16% 60.85% 56.08%

Feb-16 216473 199573 122879 92.19% 61.57% 56.76%

Mar-16 261235 233029 139426 89.20% 59.83% 53.37%

Apr-16 286945 258538 149556 90.10% 57.85% 52.12%

May-16 304877 279889 158113 91.80% 56.49% 51.86%

Jun-16 291575 272522 154438 93.47% 56.67% 52.97%

Jul-16 272834 251062 145781 92.02% 58.07% 53.43%

Aug-16 298435 280684 166122 94.05% 59.18% 55.66%

Sep-16 267290 252450 148517 94.45% 58.83% 55.56%

Oct-16 273495 259409 150122 94.85% 57.87% 54.89%

Nov-16 244950 233217 129680 95.21% 55.60% 52.94%

Dec-16 232659 220973 122408 94.98% 55.40% 52.61%


Rate

Approval

Rate

Qualification

Rate

Jan-17 234683 220558 116181 93.98% 52.68% 49.51%

Feb-17 215739 203428 105019 94.29% 51.62% 48.68%

Mar-17 267468 245641 129233 91.84% 52.61% 48.32%

Apr-17 244098 224233 125109 91.86% 55.79% 51.25%

May-17 265355 242341 144411 91.33% 59.59% 54.42%

Jun-17 240206 220816 139434 91.93% 63.14% 58.05%

Jul-17 193722 181508 130056 93.70% 71.65% 67.14%

Aug-17 214966 200397 159608 93.22% 79.65% 74.25%

Sep-17 194390 180105 144819 92.65% 80.41% 74.50%

7

Response Rate/Qualification Rate - Wireline

Jan. 2016 – Sept. 2017 (Application Forms)


Rate

Approval

Rate

Qualification

Rate

Jan-16 13015 8791 5510 67.55% 62.68% 42.34%

Feb-16 12969 8566 5473 66.05% 63.89% 42.20%

Mar-16 12839 8580 5216 66.83% 60.79% 40.63%

Apr-16 10565 6884 4180 65.16% 60.72% 39.56%

May-16 9802 6526 3976 66.58% 60.93% 40.56%

Jun-16 9815 6699 4196 68.25% 62.64% 42.75%

Jul-16 9992 6762 4162 67.67% 61.55% 41.65%

Aug-16 10849 7278 4499 67.08% 61.82% 41.47%

Sep-16 10595 7075 4392 66.78% 62.08% 41.45%

Oct-16 9716 6565 4090 67.57% 62.30% 42.10%

Nov-16 9178 5881 3653 64.08% 62.12% 39.80%

Dec-16 9848 6491 4072 65.91% 62.73% 41.35%


Rate

Approval

Rate

Qualification

Rate

Jan-17 9835 6463 4145 65.71% 64.13% 42.15%

Feb-17 9985 6631 4347 66.41% 65.56% 43.54%

Mar-17 11250 7407 4967 65.84% 67.06% 44.15%

Apr-17 9868 6429 4307 65.15% 66.99% 43.65%

May-17 8547 5581 3854 65.30% 69.06% 45.09%

Jun-17 7968 5190 3640 65.14% 70.13% 45.68%

Jul-17 7663 4891 3462 63.83% 70.78% 45.18%

Aug-17 8192 5274 3713 64.38% 70.40% 45.32%

Sep-17 8266 4968 3178 60.10% 63.97% 38.45%

8

Renewal Improvement Strategies

# STRATEGY OBJECTIVE GO-LIVE DATE

AProvide the Correctable Denial Codes in the

Expanded Return Feed

Easier for service provider to know why the

consumer was denied in case the service

provider can help the consumer resolve the denial

10/26/15

B Conduct a Survey Give insight of the barriers to renewal

12/07/15

(Duration = about 4

months)

CDevelop New Status Codes for the Expanded

Return Feed

Easier for service provider to know the

consumer’s status12/15/15

D

Pilot Short Message Service (SMS a.k.a. Domestic

Messages or Text Messages) Campaign for

California LifeLine Wireless Participants

Easier for participant with a cell phone to renew

online or by phone12/28/15

9

Renewal Improvement Strategies

# STRATEGY OBJECTIVE GO-LIVE DATE

EAugment the Interactive Voice Response System

to Submit Renewal FormsEasier for consumer to renew 01/11/2016

FModify the Outbound Call Campaign for California

LifeLine RenewalsEasier for participant to renew online or by phone 01/12/2016

G Make Renewal Form Accessible on Mobile Devices Easier for participant to renew online 05/01/2016

H

Enable the Administrator and Consumer Affairs

Branch (CAB) to Complete, Sign, and Submit

Renewal Forms on Behalf of the Renewing

California LifeLine Participant

Easier for participant to renew by phone 01/26/2018

10

SMS Pilot Carriers

CALIFORNIA LIFELINE WIRELESS TELEPHONE

SERVICE PROVIDERS

DATE WHEN JOINED TEXT

MESSAGE PILOT

VOLUME of TEXT

MESSAGES SENT by

ADMINISTRATOR

Truconnect Communications, Inc. January 15, 2018 1,299

Telrite Corporation December 2017 3,999

AmeriMex Communications Corp. December 2017 10,213

Blue Jay Wireless, LLC December 2016 19,150

TAG Mobile, LLC August 2016 33,683

Budget PrePay, Inc. February 2016 102,887

i-wireless, LLC February 2016 156,016

Boomerang Wireless, LLC December 2015 46,611

Virgin Mobile USA, L.P. December 2015 1,361,577

86.77%

86.52%

88.37%

87.55% 87.86% 88.15% 88.62%86.78%

25.69% 25.41%

31.21% 31.60% 31.76% 30.79% 32.33%35.12%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

2015 - Qtr4 2016 - Qtr1 2016 - Qtr2 2016 - Qtr3 2016 - Qtr4 2017 - Qtr1 2017 - Qtr2 2017 - Qtr3

Wireline

Wireless

Renewal Rates

4th Quarter 2015 – 3rd Quarter 2017 (Renewal Forms)

Average renewal approval rates for Oct 2016 - Sep 2017 {Wireless – 32.29% | Wireline – 87.24%}

11

A B

C

E

D

F G H

86.24% 86.60% 86.95% 86.93% 86.77% 86.52%88.37% 87.55% 87.86% 88.15% 88.62%

86.78%

31.23% 32.50% 31.58% 31.12% 30.91% 30.30% 30.34%32.81% 34.12%

36.15% 34.79% 34.14%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%


Wireline

Wireless

Renewal Rates

Oct. 2016 – Sept. 2017 (Renewal Forms)

Average renewal approval rates for Oct 2016 - Sep 2017 {Wireless – 32.29% | Wireline – 87.24%}

12

13

Renewal Rate Data Description

Column Name Description

Period Renewal initiated date/time

Total Vol. Total Volume of renewal for the period

Responded Renewal received by administrator for Eligibility Review

Approved Approval decision rendered

Response Rate Percentage based on Responded Renewal Volume vs. Total Volume

Approval Rate Percentage based on Approved Renewal Volume vs. Responded Volume

Qualification Rate Percentage based on Approved Renewal Volume vs. Total Volume

14

Response Rate/Renewal Rate - Wireless

Jan. 2016 – Sept. 2017 (Renewal Forms)


Rate

Approval

Rate

Renewal

Rate

Jan-16 148434 43512 37701 29.31% 86.65% 25.40%

Feb-16 150437 43553 37523 28.95% 86.15% 24.94%

Mar-16 136095 40500 35315 29.76% 87.20% 25.95%

Apr-16 101382 34881 30944 34.41% 88.71% 30.52%

May-16 105520 36309 32221 34.41% 88.74% 30.54%

Jun-16 95360 34785 31186 36.48% 89.65% 32.70%

Jul-16 117176 41304 37016 35.25% 89.62% 31.59%

Aug-16 99372 34540 30888 34.76% 89.43% 31.08%

Sep-16 82202 29630 26512 36.05% 89.48% 32.25%

Oct-16 114610 39931 35796 34.84% 89.64% 31.23%

Nov-16 114674 41320 37270 36.03% 90.20% 32.50%

Dec-16 133215 46708 42069 35.06% 90.07% 31.58%


Rate

Approval

Rate

Renewal

Rate

Jan-17 137796 47570 42885 34.52% 90.15% 31.12%

Feb-17 120059 41241 37111 34.35% 89.99% 30.91%

Mar-17 123972 41651 37564 33.60% 90.19% 30.30%

Apr-17 116634 38906 35381 33.36% 90.94% 30.34%

May-17 109693 39200 35986 35.74% 91.80% 32.81%

Jun-17 101225 37351 34540 36.90% 92.47% 34.12%

Jul-17 100383 39086 36292 38.94% 92.85% 36.15%

Aug-17 88050 33519 30632 38.07% 91.39% 34.79%

Sep-17 76352 29369 26063 38.47% 88.74% 34.14%

15

Response Rate/Renewal Rate - Wireline

Jan. 2016 – Sept. 2017 (Renewal Forms)


Rate

Approval

Rate

Renewal

Rate

Jan-16 56963 51547 48691 90.49% 94.46% 85.48%

Feb-16 48483 43797 41006 90.33% 93.63% 84.58%

Mar-16 47083 42580 39851 90.44% 93.59% 84.64%

Apr-16 55968 50919 47861 90.98% 93.99% 85.51%

May-16 46481 41991 39402 90.34% 93.83% 84.77%

Jun-16 43937 39562 37499 90.04% 94.79% 85.35%

Jul-16 39561 35621 33863 90.04% 95.06% 85.60%

Aug-16 51593 47184 44949 91.45% 95.26% 87.12%

Sep-16 50122 45734 43644 91.25% 95.43% 87.08%

Oct-16 50957 46065 43945 90.40% 95.40% 86.24%

Nov-16 51295 46543 44423 90.74% 95.45% 86.60%

Dec-16 46129 41888 40109 90.81% 95.75% 86.95%


Rate

Approval

Rate

Renewal

Rate

Jan-17 44463 40347 38653 90.74% 95.80% 86.93%

Feb-17 35057 31671 30419 90.34% 96.05% 86.77%

Mar-17 36416 32831 31507 90.16% 95.97% 86.52%

Apr-17 43875 40105 38774 91.41% 96.68% 88.37%

May-17 36616 33183 32057 90.62% 96.61% 87.55%

Jun-17 35919 32491 31557 90.46% 97.13% 87.86%

Jul-17 32222 29153 28404 90.48% 97.43% 88.15%

Aug-17 41762 38292 37011 91.69% 96.65% 88.62%

Sep-17 41194 37806 35747 91.78% 94.55% 86.78%

16

Renewal Rate by Service Provider - Wireless

June Renewal Rates

Jun-14 Jun-15 Jun-16 Jun-17

AirVoice (473H) 17% 22% 21%

AmeriMex (136A) 17% 24%

Assurance Wireless (6664) 68% 37% 43% 41%

Blue Jay Wireless (562H) 18% 26%

Boomerang (262H) 21% 27% 36%

Budget PrePay (8809) 55% 26% 32% 62%

Cricket (0822) 45% 36%

Global Connections (973C) 23% 38%

i-wireless (207H) 29% 40% 47%

Nexus (175D) 44% 72% 43%

Tag Mobile (211H) 22% 24% 46%

Telrite (973D) 21% 30% 36%

Total Call Mobile (264H) 18% 31%

Tracfone (585B) 28% 32%

Truconnect (4280) 60% 24% 27% 28%

17

Renewal Rate by Service Provider - Wireline

June Renewal Rates


ATT (6059) 89% 87% 81% 89%

BlueCasa (111B) 85% 88% 87% 87%

Bright House (337E) 100%

Calaveras (2301) 76% 85% 85% 83%

CalOre (2311) 82% 84% 84% 78%

Charter (776C) 74% 69% 62% 83%

ConnectTo (119E) 88% 83% 84% 86%

Cox (5684) 84% 85% 85% 89%

CuraTel (049C) 75% 76% 69%

Ducor (2313) 78% 97% 79% 85%

EnhancedComm (550A) 100% 100% 100% 0%

Frontier (2308) 88% 85% 87% 90%

Frontier (2342) 97% 91% 90% 84%

Frontier (3402) 92% 91% 93% 86%

Frontier CA Inc. (2319) 86% 86% 85% 88%

Frontier SWWC (2344) 82% 85% 93% 89%

Frontier SWWC (863F) 75% 83% 95% 87%

Global (2315) 84% 88% 85% 91%

MCI (5253) 82% 82% 84% 91%


PCS1 (5969) 71% 80% 0%

Pinnacles (2346) 100% 0%

Ponderosa (2332) 85% 80% 84% 77%

Sage (9239) 73% 33% 0%

SBC (9740) 87% 87% 86% 88%

Sebastian (2318) 79% 94% 94% 95%

Sebastian (2324) 86% 81% 84% 88%

Sierra (2338) 82% 83% 78% 86%

Siskiyou (2339) 89% 87% 83% 91%

SureWest (5782) 86% 89% 91% 91%

SureWest (6946) 95% 72% 100% 89%

TCTelephone1 (863C) 67% 77% 72% 70%

TDS (2321) 65% 83% 70% 73%

TDS (2322) 100% 100% 81% 100%

TDS (2323) 0% 0%

Telscape (2595) 82% 82%

Time Warner (576C) 88% 84%

Vartec (9873) 100% 100% 100% 100%

Volcano (2343) 78% 79% 87% 85%

18

Renewal Response Rate by Channel

Oct. 2016 – Sept. 2017

MAIL WEB WES IVR

Program

Total61% 28% 7% 4%

Wireline 68% 27% 3% 2%

Wireless 56% 29% 10% 5%

19

WES Login Attempts by Entry Point (PIN/SMS)

Oct. 2016 – Sept. 2017

19,33920,441

23,667

28,831

24,958 25,647

18,941 19,784 19,21418,179

16,22514,705

0

5,000

10,000

15,000

20,000

25,000

30,000

35,000


PIN SMS Total

20

WES Renewal Exit Points by Entry Point (PIN/SMS)

Oct. 2016 – Sept. 2017

OK55%

NotFound29%

AlreadySubmitted8%

NotInRenewal4%

InvalidInput3% MismatchPII

1%

PINLogin

Successful82%

NotAttempted15%

Failed3%

PINAuthentication

OK81%

NotSubmitted18%

NotCertified1%

RemoveMe0%

PINSubmission

OK83%

AlreadySubmitted15%

MismatchPII1%

InvalidInput1%

NotFound0%

SMSLogin

NotAttempted75%

Successful24%

Failed1%

SMSAuthentication

OK63%

NotSubmitted36%

NotCertified1%

RemoveMe0%

SMSSubmission

End-of-Year Program Participation

2010 – Dec. 2017

21

% Change

2011 -5.2%

2012 -12.6%

2013 -32.3%

2014 -14.1%

2015 24.8%

2016 23.0%

2017 1.3%

1,7

60

,875

1,5

99

,332

1,4

08

,970

1,0

53

,678

82

9,3

07

65

1,8

28

51

2,1

02

42

6,2

51

0

69,837

129,998

138,922683,536

1,545,6061,654,427

1,357,972

-5.2%-12.6%

-32.3%

-14.1%

24.8%23.0%

1.3%

-40.0%

-30.0%

-20.0%

-10.0%

0.0%

10.0%

20.0%

30.0%

0

500,000

1,000,000

1,500,000

2,000,000

2,500,000

2010 2011 2012 2013 2014 2015 2016 2017

Wireline Wireless Change

Program Participation by Type of Service

Dec. 2017

Wireless76%

Wireline24%

22

Enrollment Eligibility Method

Oct. 2016 – Sept. 2017

Top 5 Programs

The top 5 programs account for 94% of all enrollments

23

1073 participants qualified under the Veterans program as of 09/30/17

Income9%

Program91%

Medicaid47%

SNAP32%

SSI9%

LIHEAP3%

Section 83%

Others6%

California LifeLine Wireless Participation by

Service Provider

24Data Range thru 9/30/17

Total - 1,394,144

AirVoice

AmeriMex

Virgin Mobile

Blue Jay Wireless

Boomerang

Budget PrePay

Global Connection

i-wireless

Tag Mobile

Telrite

Total Call Mobile

Tracfone

Truconnect

0

100000

200000

300000

400000

500000

600000


Growing/Contracting Wireless Service Providers

Oct. 2016 and Sept. 2017

25Data Range thru 9/30/17

Service ProviderNumber of Participants

Oct. 2016

Number of Participants

Sept. 2017Nominal Change Percent Change

AirVoice 13631 120524 106893 784.19%

AmeriMex 108092 154550 46458 42.98%

Global Connections 2359 32331 29972 1270.54%

Telrite 78339 104733 26394 33.69%

Boomerang 85704 77405 -8299 -9.68%

i-wireless 54239 24358 -29881 -55.09%

Truconnect 179451 147291 -32160 -17.92%

Virgin Mobile 513884 475796 -38088 -7.41%

Tag Mobile 56031 17096 -38935 -69.49%

Tracfone 412911 239860 -173051 -41.91%

New Application Requests

Oct. 2016 – Sept. 20173

27

,52

3

28

7,8

28

27

2,7

21

27

4,0

55

25

2,5

87

30

0,5

52

27

6,6

31

29

4,1

68

28

8,0

87

25

1,2

38

31

2,9

29

27

9,9

36

28,191

24,88027,192 32,239

27,733

40,350

35,135

37,92133,092

24,718

27,333

27,192

0

50,000

100,000

150,000

200,000

250,000

300,000

350,000

400,000

OCT-16 NOV-16 DEC-16 JAN-17 FEB-17 MAR-17 APR-17 MAY-17 JUN-17 JUL-17 AUG-17 SEP-17

DAP Mail

26

New Requests Breakdown:

• 90.3% DAP

• 9.7% Mail

Submission Channel for Enrollments

Oct. 2016 – Sept. 2017 (Applications and Renewals)

DAP69%

IVR1%

Mail20%

Online8%

WES2%

Total = 3,724,572

applications and renewals

27Indicates how a consumer submitted completed the application or renewal form

Top Denial Codes – Wireless

Oct. 2016 – Sept. 2017

28

24-888.8%

21-66.4%

24-92.4%

Others2.3%

Renewal

8-948.2%

5-1227.0%

5-109.8%

5-166.2%

5-188.8%

Application

Denial total - 490,959

Top denials - 91.19% of total


Top denials - 97.66% of total

Application

8-9 Application not returned.

5-12 Dummy phone number not updated (30 days)

5-10 Receiving discount more than one line

5-16 Identity Verification form not returned.

Renewal

24-8 Renewal not returned.

21-6 Non-deliverable address. (Bad address initial

hard denial)

Top Denial Codes – Wireline

Oct. 2016 – Sept. 2017

29

24-876%

24-225%

24-74%

Others15%

Renewal

8-972%

8-257%

8-34%

Others17%

Application


Top 5 denials - 83.18% of total


Top 5 denials - 84.64% of total

Application

8-9 Application not returned.

8-25 No documents for qualifying program.

8-3 No documents for income.

Renewal

24-8 Renewal not returned.

24-22 Missing initials for 'No one else in my household

is receiving California LifeLine discounts.

24-7 Signature on the form does not match

applicant's name

Returned Mail

Oct. 2016 – Sept. 2017

40749

43975 41815 40131 39295 44692 39870 46315 53703 40080 56629

55294

723,360

790,513

742,428 738,925699,569

802,226732,829

837,337

736,810

636,094748,930

623,615

5.63% 5.56% 5.63%5.43%

5.62% 5.57% 5.44% 5.53%

7.29% 6.30%

7.56%

8.87%

0.00%

1.00%

2.00%

3.00%

4.00%

5.00%

6.00%

7.00%

8.00%

9.00%

10.00%

0

100000

200000

300000

400000

500000

600000

700000

800000

900000


Total Returned Total Mailed % Returned

30

On June 1st,

Transfer Postcard

changed to Transfer

Letter

Call Center Throughput

Oct. 2016 – Sept. 20173

14

,46

6

29

4,7

87

29

6,1

54

27

1,3

67

26

1,5

67

30

9,5

03

27

4,3

62

29

0,2

74

28

1,6

28

22

2,7

29

25

1,8

78

23

2,2

53

78

,93

6

75

,59

4

73

,94

7

78

,27

2

69

,59

9

78

,66

2

67

,57

7

77

,84

6

73

,93

2

71

,07

8

76

,05

5

67

,77

4

3.5

2.7

2.0

2.4 2.5

2.7 2.5 2.5

2.3 2.42.3

2.6

0.0

0.5

1.0

1.5

2.0

2.5

3.0

3.5

4.0

0

50,000

100,000

150,000

200,000

250,000

300,000

350,000


# of Forms Call Volume Processing Days

31

Call Center Volumes (English and Spanish)

Oct. 2016 – Sept. 201762,7

16

59,9

44

59,0

49

61,7

88

55,1

81

61,8

58

53,4

65

61,7

76

59,1

22

56,9

78

61,2

85

54,6

18

13,6

00

13,3

74

12,6

84

14,3

97

12,6

85 14,8

37

12,1

72 1

3,6

11

12,8

39

12,2

73

12,7

91

11,0

73

0

10,000

20,000

30,000

40,000

50,000

60,000

70,000

80,000

90,000


English Spanish

32

Call Center Volumes (Asian Languages)

Oct. 2016 – Sept. 2017

Chinese

Vietnamese

Korean

Tagalog

Japanese

2,620

2,2762,214

2,087

1,733

1,967 1,940

2,459

1,9711,827

1,9792,083

0

500

1,000

1,500

2,000

2,500

3,000


Chinese Vietnamese Korean Tagalog Japanese Cambodian Laotian Hmong Total

33

Top Call Reasons

Oct. 2016 – Sept. 2017

34

Call Reason Volume

1. Check Status 175145

2. Needs denial letter explained 117669

3. Wireless question that had to be referred back to carrier 85765

4. Requests for general information 48273

5.Other questions

(customer assistance, resend form request, assist customer) 44015

35

Volume of Inter-Carrier Transfers

February to September 2017

103,926

116,837

105,697

116,526108,508

96,134

121,361

108,458

0

20,000

40,000

60,000

80,000

100,000

120,000

140,000

Feb. 1 to 28 Mar. 1 to 31 Apr. 1 to 30 May 1 to 31 Jun. 1 to 30 Jul. 1 to 31 Aug. 1 to 31 Sept. 1 to 30

Inter-Carrier Transfers

36

Volume of Transfers by Status Code

February to September 2017

Transfer without a Freeze or

Exception

330,03674.41%Transfer using a

Service Failure

Exception

310.01%

Transfer using a Service

Address Exception

113,48525.59%

Transfer without a

Freeze or Exception

449,134100%

Pre-Launch of Discount

Transfer Freeze

Feb. 2017 – May 2017

Post-Launch of Discount

Transfer Freeze

Jun. 2017 – Sept. 2017

37

Volume of Transfers with the Same or Different

Service Address Feb. to Sept. 2017

37

,14

8

40

,31

4

37

,16

0

40

,68

1

44

,18

7

52

,38

8

74

,67

8

66

,91

4

68

,15

0

77

,88

4

70

,36

4

77

,43

3

66

,25

8

45

,94

2

49

,35

5

43

,83

0

-

10,000

20,000

30,000

40,000

50,000

60,000

70,000

80,000

90,000

Feb. 1 to 28 Mar. 1 to 31 Apr. 1 to 30 May 1 to 31 Jun. 1 to 30 Jul. 1 to 31 Aug. 1 to 31 Sept. 1 to 30

Transfer (Different Address) Transfer (Same Address)

38

Top Complaints/Questions about the

30-Day Enrollment Request Freeze & 60-Day Discount Transfer Freeze

Complaints

1. When they cancel their service with their service provider – why doesn’t this also

void the 60-day discount transfer freeze?Consumer states they qualify for the California LifeLine discounts and should be able to

transfer their discount to any other carrier if they are not happy with their current carrier and

therefore decide to cancel service. However, because they still have to complete their 60-day

discount transfer freeze they have to “put up” with a bad carrier or no carrier at all – some claim

they urgently need the phone and find it unfair to have to wait.

2. When a consumer calls in advising their information is being used fraudulently why

can’t the CA LifeLine Program do more besides referring them to the CPUC?Many consumers have called in advising their PII is being used fraudulently. They state their

wallet was stolen or that carrier’s sales reps are using it without their consent. Many times they ask

us to cancel accounts but if the account cannot be 100% verified (carrier uses different address,

DOB/SSN, etc.) we advise that we can’t and the consumer becomes extremely upset stating we

should do more and punish those who are committing the crime.

3. Why can’t I qualify for a service failure exception order if the service provider did not

do as they promised? A lot of carriers are advising they can port a phone number or they are advising their service is

better (e.g., better plans). When the consumer decides to go to this new carrier their number is not

ported and their plan is not what they were promised. The consumer feels this should be a good

reason to qualify for a service failure exception to transfer.

Questions

1. Why were these freezes implemented?

2. Why can’t California LifeLine provide me with a

handset replacement?

3. Can they file an appeal/complaint in regards to

the discount transfer freeze because they

experienced the following:

a.) Were not advised about these new rules;

b.) The service provider neither ported their number nor provided the promised service plan; or

c.) They were under the assumption they were applying with the same carrier they have current service with.

4. Why does California LifeLine refer them back to

service providers when the handset is broken?

5. Why can’t they transfer back to their original

service provider when they never asked to enroll

with another service provider?

39

Improving Consumers’ Experience: Asking

Supplemental Questions During a Call

31

679

858

0 100 200 300 400 500 600 700 800 900 1000

Oct-17

Nov-17

Dec-17

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Documents

California LifeLine Administrator Presentation to the ... · Presentation to the Administrative Committee. Executive Summary • October 2016 to September 2017 program participation