UW MEDICINE|CONTACT CENTER

HARBORVIEW MEDICAL CENTER | NORTHWEST HOSPITAL & MEDICAL CENTER | VALLEY MEDICAL CENTER | UW MEDICAL CENTER UW NEIGHBORHOOD CLINICS | UW PHYSICIANS | UW SCHOOL OF MEDICINE | AIRLIFT NORTHWEST

FEBRUARY 2014

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

UW MEDICINE|CONTACT CENTER FACTS

Joe Karduck

Site Operations

Dimitri Franks-

KoraQuality

Assurance

Melissa Vasiliades

UWMCC Director

Scott Mah

Director CommunicationTechnologies

JuliaBrewerSuperviso

r

Julian Goss

Supervisor

PaulaPetzoldSuperviso

r

Maureen StoutAdmin.

Sandra McMillen

Senior Analyst

JonParasAnalyst

CristyDagdag

QA Coordinato

rJason

PalacpacQA

Coordinator

Jessica MacKenz

ieQA

Coordinator

Jean Zhou

Reporting Analyst

UW MEDICINE|CONTACT CENTER ORGANIZATIONAL CHART

Last Updated: 12/04/13

Christina HortonTraining

Specialist

DanielMohn

Training &Development

Valerie Piacenti

Admin.

Wesley DreilingSystems Analyst

Erica Edward

sProgram Manager

Rosy Garcia Superviso

r

RyanOlsonStaffingAnalyst

Joseph PeytonResource Planning & Analytics

Gregory MartelForecast Analyst

James Spear

Resource Analyst

Jeremy Tyndall

Project Management

Stella WhiteProject

Manager

Sara BlairProject

Manager

Laurie Nakamic

hiProject

ManagerMeekie

RobersonProject

Manager

LisaSuelenIntern

QA

Joanne Kisiel

Supervisor

Jean Henneber

tSupervisor

Fred Fisher

Supervisor

Falana Young

Supervisor

LizCoomb

esSuperviso

r

Cynthia Broker

Supervisor

Brittany

GiesenSuperviso

r

MarlonSarmien

toIntern RP&A

RajaniLataTemp T&D

UW MEDICINE|PATIENT SERVICE METRICS

Adherence Accuracy Call Resolution Time

Quality

November 2013

Three Month Trend

November 2013

Three Month Trend

November 2013

Three Month Trend

November 2013

Three Month Trend

91%

5:50

89%Goal

93%Goal

99.50%Goal

5:30Goal

95%

99.68%

99.68%

92%

92%

5:48

UW MEDICINE|CONTACT CENTER

NOVEMBER PATIENT SERVICE METRICS DASHBOARD** MTD data as of 11/25/2013

DID WE MEET YOUR EXPECTATION?

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

UW MEDICINE|SURVEY

PATIENT SATISFACTION SURVEY

Results remain relatively flat with only a slight change (~1%) over the past three survey cycles

WAS YOUR APPOINTMENT TIME AS SOON AS YOU NEEDED IT?

WAS YOUR CALL ANSWERED IN A REASONABLE PERIOD OF TIME?

Survey participation decreased by ~24% quarter over quarter

PATIENT PARTICIPATION

Survey WeekASA: 22Seconds

Survey Week ASA:58 Seconds

September 2013 QA xx%

June 2013 QA : 95.46%

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

UW MEDICINE|COMMUNICATION TECHNOLOGIES Avaya Communication Manager

8

Customer Feedback ManagementGather patient feedback to understand and improve the UW Medicine experience.

Individual Module Year 1 Cost: $100K

Speech AnalyticsProactively identify recurring issues to support root cause and process gap analysis.

Individual Module Year 1 Cost: $75K

* 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.

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

E-LearningAutomatically prioritize, assign and schedule focused online training to minimize impact to service levels. (Cost included in Contact Recording)

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

Time Off ManagerCreate an automated self-service process for managing employee time off. Compatible with Kronos, Cognos, and other reporting systems.Individual Module Year 1 Cost: $5K

Shift BidFunctionality to assign employee schedules based on predefined rules such as tenure, performance and employee preference.

Individual Module Year 1 Cost: $6K

UW MEDICINE|WORKFORCE OPTIMIZATION SOLUTION

Estimates based on 200 seats.

UW MEDICINE|RESOURCE PLANNING & ANALYTICS – PRE WFO

Short

Range

Foreca

stin

g

Long Range Forecasting

Seasonality

Forecasting

Shrin

kage

Tracki

ng

Vacation Allotments

StaffScheduling

FTERequireme

nts

Adherence

Monitoring

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.

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.

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.

Supervisors enter agent schedule exceptions into a SharePoint list. Date, time, agent, and exception type are captured.

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.

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.

UW MEDICINE|RESOURCE PLANNING & ANALYTICS – POST WFO

Short-

Range

Foreca

stin

g

Long-range Forecasting

Seasonality

Forecasting

Shrin

kage

Tracki

ng

Vacation Allotments

StaffScheduling

FTERequireme

nts

Adherence

Monitoring

Resource Planning

& AnalyticsAVAYA WFM

Avaya Strategic PlannerMultiple “What if” generator.

Forecasting tool tracks patterns and applies them to forecasts automatically.

Entered/Tracked in Avaya WFM. Represented as a Adherence

goal for Staff/Supervisors.

Entered/Tracked in Avaya WFM.

Entered/Tracked in Avaya WFM. Bucket system with workflow approvals. Shift Swap to be deployed in February 2014.

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. System generates IDPs without the need for outside input.

Entered/Tracked in Avaya WFM. The Forecasting module lets you model campaigns leveraging data that has already been captured within the tool.

SURVIVABILITY & RESILIENCY – BY THE NUMBERSUW MEDICINE|COMMUNICATION TECHNOLOGIES Evolving a shared approach

Integra X5CenturyLink

1. Resilient Communication System

2. Diverse Service Providers

3. Service Provider Diversion

4. Backup Communications Platform

1

Teleira

GatewayCommunity CareTransfer Center

GatewayUW Medicine

Contact Center

3

2

4Communication

Manager

22