vCustomer Confidential

April’ 09 – March’10

CGHS Helpline Performance Review

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Monthly Call and email Analysis

Monthly call and email Summary Service level Outbound Call Summary Outbound Call Activity Analysis

Monthly Queries Composition

Customer Query Composition Monthly Query Analysis Statewise Call Summary Zone Wise Call Summary - Delhi

Team Quality – April 09 – March 10

Opportunity Areas and Recommendations

Review Agenda

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Monthly Calls Comparison

Month Total Calls Offered Total Calls Handled Calls Abandoned Abandoned % Answered %

April 111 108 3 2.70% 97.30%

May 2411 1707 704 29.20% 70.80%

June 1786 1522 264 14.78% 85.22%

July 2796 2583 213 7.62% 92.38%

August 3205 2796 409 12.76% 87.24%

September 3108 2934 174 5.60% 94.40%

October 3121 2800 321 10.29% 89.71%

November 2977 2815 162 5.44% 94.56%

December 3101 2986 115 3.71% 96.29%

January 3034 2982 52 1.71% 98.29%

February 3657 3598 59 1.61% 98.39%

March 4627 4500 127 2.74% 97.26%

Monthly Call Comparison

111

2411

1786

3205 3108 31212977 3034

3657

4627

29342796

31012986

4500

3598

298228152800

17071522

25832796

1082.70%

29.20%

7.62%

12.76%

5.60%

10.29%

5.44%3.71%

1.71% 1.61%2.74%

14.78%

0

500

1000

1500

2000

2500

3000

3500

4000

4500

5000

0.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

Total Calls Offered Total Calls Handled Abandoned %

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E-mail Summary – Monthly Comparison

Monthly E-mail Summary

7

240 258

406461

592 614

409467

408327

386

7

215

322283

327

421442416500

345

233

393

2 151 51 70 48

85

4 23 3 0 180

100

200

300

400

500

600

700

Total Emails Offered Emails Answered Cummulative Open cases

Month Total Emails Offered

Emails Answered Pending Emails Cummulative Open

cases

April 7 7 0 2

May 240 233 7 1

June 258 215 43 51

July 406 345 61 51

August 461 322 139 70

September 592 500 92 48

October 614 416 198 85

November 409 442 -33 4

December 467 421 46 23

January 408 393 15 3

February 327 327 0 0

March 386 352 34 18

-The open case are those which are being sent to the Nodal Officers for clarifications and their replies were awaited.

- The Difference in the number of emails offered and handled are the pending emails.

- Received high volume during Aug till October where we had maximum pending emails

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Zone Wise pending cases Count 1 Week of Pendency 2 Week of Pendency 3 Week of pendency

Head Quarter 1 0 1 0

Outside Delhi 2 0 1 1

Central Delhi 0 0 0 0

South Delhi 7 0 4 3

North Delhi 6 0 4 2

East Delhi 2 0 2 0

Total 18 0 12 6

Pending Cases Summary-March'10

7

6

2 1 2

0

Head Quarter

Outside Delhi

Central Delhi

South Delhi

North Delhi

East Delhi

Open Cases Summary - March’10

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-Decline in the service level in the month of May’09 because of the high call volume in specific half hours

-Consistent Improvement in the Handling capacity of the team.

- December onwards we cross trained one associate so as to provide support at the time of crisis.

-January Out bound Calling activity was also initiated to inform the beneficiaries regarding their plastic cards availability with the dispensaries.

Service Level- Comparison

Answer Percentage and Abandoned Rate

71%

85% 87%

29%

15% 13% 10%

97%98%98%96%95%90%94%92%

97%

3%2%2%4%6%6%3% 8%

0%

20%

40%

60%

80%

100%

120%

Answer Percentage

Abandoned Rate

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Outbound Call Summary

January – The outbound calling activity for Jungpura Dispensary conducted for the plastic cards

March – The outbound activity for South Zone was conducted to inform the beneficiaries regarding their Plastic Cards

130 120 120 90 130 128 42143 168 103 67 83 11 37 21 76 33 26 30

385

52 67 10

2310

0

500

1000

1500

2000

2500

April May J une J uly August September October November December J anuary February March

Outbound Call Summary

Outbound Call Made to Nodal Officer Outbound Call Made to User

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Summary Total Percentage

Informed the beneficiary 1241 53.7%

Unable to contact 703 30.4%

Number Not Available 134 5.8%

Received the cards 215 9.3%

Does not need the cards 17 0.7%

Total 2310 100.0%

Outbound Call Summary- Jan’10 and March’10

Outbound Call Summary-March

53.7%

0.7%9.3%

30.4%

5.8%

Informed thebeneficiary

Unable to contact

Number Not Available

Received the cards

Does not need thecards

Outbound Call Summary-Jan

44%

6%2% 1%

46%

Informed the beneficiary

Unable to contact

Number Not Available

Received the Cards

Don't require the cards

Summary Total Percentage

Informed the beneficiary 176 46%

Unable to contact 171 44%

Number Not Available 24 6%

Received the Cards 9 2%

Don't require the cards 5 1%

Total 385 100%

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Queries Category Composition

Customer Queries marked as ‘Others’ include calls relating :

• E Mails enquiries (Feedback on the pendency of the email cases)

• Test Calls (Twice or thrice daily)

• Misroute Calls/ Disconnections

Query Composition Summary

Query Category Count Percentage

Plastic Cards 10584 33.34%

Misc 13629 42.93%

Medical Reimbursement Claims 3368 10.61%

CGHS Cards Procedures & Dependents Criteria 1772 5.58%

Complaints / Grievances 720 2.27%

Permissions For Investigations 541 1.70%

Procurement Of Medicines 174 0.55%

Contact # of Officers 359 1.13%

Procurement Of Imported Drugs 92 0.29%

Outside City Treatment Procedure 97 0.31%

Outside Country Treatment Procedure 28 0.09%

Home Visits By CGHS Doctors 19 0.06%

Referrals/Permissions for OPD/FU Treatment 15 0.05%

CPIO List/Procedure to apply under RTI Act 233 0.73%

Others 119 0.37%

Query Category Composition

0.55%

0.31% 0.09%0.29%

0.06% 0.05%1.13%1.70%

0.73%0.37%

2.27%

5.58%

10.61%

42.93%

33.34%

Plastic Cards MiscMedical Reimbursement Claims CGHS Cards Procedures & Dependents CriteriaComplaints / Grievances Permissions For InvestigationsProcurement Of Medicines Contact # of OfficersProcurement Of Imported Drugs Outside City Treatment ProcedureOutside Country Treatment Procedure Home Visits By CGHS DoctorsReferrals/Permissions for OPD/FU Treatment CPIO List/Procedure to apply under RTI ActOthers

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Customer Queries Composition Overview

Plastic Cards

2992

2856

2945

1791

0 500 1000 1500 2000 2500 3000 3500

Caller want to knowthe status of the

plastic card

Procedure for thecorrection in plastic

card

Procedure forapplying for the new

plastic card

Procedure for lost ofcards

Miscellaneous

2689

2698

2854

2890

2498

2300 2400 2500 2600 2700 2800 2900 3000

Want to know the diagnostic centers for the prescribed investigations

Caller want to know the empaneled Hospital

Approved rate list/Website address

Ward entitlement

J ob related

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Customer Queries Composition Overview

Medical Reimbursement Claims

1750

1618

1550 1600 1650 1700 1750 1800

Caller want to knowthe status of MRC

Want to know theamount that will be

reimbursed.

Complaints / Grievances

406

314

0 50 100 150 200 250 300 350 400 450

CallerwasComplainingabout dispencery

CallerwasComplaining

about CMO

CGHS Cards Procedures & Dependents Criteria

994

778

0 200 400 600 800 1000 1200

Caller was asking thecard procedure

Wants to know thedependents criteria

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Statewise Call Summary

Statewise Summary

324 171309379

213511482955

2940

4023

21024

Delhi Haryana Uttar Pradesh Maharashtra Tamil Nadu West Bengal

Karnataka Bihar Andhra Pradesh Punjab Others

• Count marked as “Others”: are rest of cities where the call count is less than 10

State Total

Delhi 21024

Haryana 4023

Uttar Pradesh 2940

Maharashtra 955

Tamil Nadu 482

West Bengal 379

Karnataka 309

Bihar 324

Andhra Pradesh 171

Punjab 213

Others 511

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Zone wise Summary - Delhi

Zone wise Summary

4784

4876

4634

3184

3546

0 1000 2000 3000 4000 5000 6000

North Zone

South Zone

East Zone

West Zone

Central Zone

Zone Count

North Zone 4784

South Zone 4876

East Zone 4634

West Zone 3184

Central Zone 3546

Total 21024

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Team Quality – Monthly Comparison

Months Quality Scores

April 88%

May 91.29%

June 93.42%

July 94.00%

Aug 95.17%

Sept 95.00%

Oct 92.77%

Nov 90.27%

Dec 90.00%

Jan 91.00%

Feb 94.30%

March 95.00%

Quality Scores

88%

91.29%

93.42%

94.00%

95.17%

95.00%

92.77%

90.27%

90.00%

91.00%

94.30%

95.00%

82% 84% 86% 88% 90% 92% 94% 96% 98% 100%

Quality Scores

• Consistent Increase in the quality scores till Oct 09

• Two new associates were on board.

• One new associate cross trained.

•The associates are out of their Learning Curve and Since January 2010 we see an increasing trend in the scores

vCustomer Confidential

Opportunity Areas And Recommendations

Recommendations:

Website updation on a regular basis regarding the Mediclaim Status. Plastic Card Status, Contact Numbers of the Nodal officers, Rate list approved by CGHS

Regular responses from the concerned authorities to ensure timely closure of cases.

Tender information regarding the empanelment of the hospitals and the contact person’s information so that the same could be given to the caller.

Proper and Separate list of dispensaries related to Ayurvedic and Homeopathic.

Updated list of the ADs and the Nodal officers to be shared with the helpline team.

Staffing to be Increased for handling the increased volume (Inbound + outbound)

Minimise the abandonment %

Regular and Rigorous follow ups on the pending cases and escalations in order to reduce the pendency to zero.

Opportunity Areas:

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Thank you!!