California LifeLine Administrator Presentation to the … · 2019-04-23 · Presentation to the Administrative Committee . Executive Summary • 2018 Program Participation (1.7 million)

March 7, 2019

California LifeLine Administrator

Presentation to the Administrative Committee

Executive Summary

• 2018 Program Participation (1.7 million) down 4% from Calendar Year 2017

• 2018 Average Qualification Rate for Wireless/Wireline apps up 14% from CY 2017

• 2018 Average Renewal Rate for Wireless and Wireline down 3% from CY 2017

• Jan 2019 Participation Rate - Wireless 77% vs. Wireline 23%

• Forms Processing turn-around-time at 2.3 days as of January 2019

• Returned Mail (January 2018) even with June 2017 Postcard to Letter

implementation benchmark

• Extended Renewal by Call Center Reps for fire impacted zip codes (Dec 2018 )

• Transitioning to new TPA vendor

2

Key Projects

• Expanded Renewal by Call Center Reps to fire impacted

participants in Butte County (December 2018)

• Final Data Migration and Cutover to new TPA vendor end of

March 2019

3

Qualification Rates – Wireless and Wireline

January 2017 - December 2018 (Application Forms) 4

9.2

1%

48

.45

%

48

.15

%

50

.96

%

54

.13

%

57

.65

%

66

.30

%

73

.19

%

73

.02

%

71

.99

%

70

.63

%

70

.91

%

71

.93

%

69

.81

%

70

.94

%

70

.91

%

75

.80

%

75

.85

%

76

.25

%

79

.65

%

77

.73

%

78

.06

%

77

.18

%

77

.16

%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

Average qualification rates: 61.22% for 2017, 75.16% for 2018 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

January 2017 - December 2018 (Application Forms)

Period Total Vol. Responded Approved Response

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%

Oct-17 177390 167710 130211 94.54% 77.64% 73.40%

Nov-17 157858 146219 113767 92.63% 77.81% 72.07%

Dec-17 159056 147205 114672 92.55% 77.90% 72.10%


Rate

Approval

Rate

Qualification

Rate

Jan-18 179613 165940 131230 92.39% 79.08% 73.06%

Feb-18 165077 147201 117112 89.17% 79.56% 70.94%

Mar-18 144150 127196 105013 88.24% 82.56% 72.85%

Apr-18 141988 122958 102641 86.60% 83.48% 72.29%

May-18 145923 135266 113190 92.70% 83.68% 77.57%

Jun-18 137564 126785 107400 92.16% 84.71% 78.07%

Jul-18 140425 128243 109946 91.32% 85.73% 78.30%

Aug-18 165930 156870 135567 94.54% 86.42% 81.70%

Sep-18 146217 135301 116183 92.53% 85.87% 79.46%

Oct-18 159585 147898 126730 92.68% 85.69% 79.41%

Nov-18 136549 126533 107317 92.66% 84.81% 78.59%

Dec-18 131529 122473 103299 93.11% 84.34% 78.54%

7

Response Rate/Qualification Rate - Wireline

January 2017 - December 2018 (Application Forms)


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%

Oct-17 7345 4535 2787 61.74% 61.46% 37.94%

Nov-17 6815 4256 2544 62.45% 59.77% 37.33%

Dec-17 6284 4075 2572 64.85% 63.12% 40.93%


Rate

Approval

Rate

Qualification

Rate

Jan-18 7136 4737 3102 66.38% 65.48% 43.47%

Feb-18 7622 5113 3449 67.08% 67.46% 45.25%

Mar-18 9641 6201 4092 64.32% 65.99% 42.44%

Apr-18 7441 4952 3318 66.55% 67.00% 44.59%

May-18 7641 4835 3204 63.28% 66.27% 41.93%

Jun-18 8319 5045 3247 60.64% 64.36% 39.03%

Jul-18 7496 4489 2848 59.89% 63.44% 37.99%

Aug-18 8597 5207 3450 60.57% 66.26% 40.13%

Sep-18 6937 4370 2864 63.00% 65.54% 41.29%

Oct-18 6298 4181 2756 66.39% 65.92% 43.76%

Nov-18 5690 3717 2466 65.33% 66.34% 43.34%

Dec-18 5410 3535 2368 65.34% 66.99% 43.77%

44.74%

43.54%

43.06%

46.20%

46.51%

48.20%

48.79%

52.11%

52.62%

50.29%

50.79%

49.74%

49.22%

50.11%

45.45%

47.01%

44.75%

42.33%

43.85%

46.67%

47.66%

45.23%

46.05%

46.01%

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

Percentage

Renewal Rates - Wireless and Wireline

January 2017 - December 2018 (Renewal Forms)

Average renewal rates: 48.05% for 2017, 45.35% for 2018 8

9

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

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

10

Response Rate/Renewal Rate - Wireless



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%

Oct-17 85206 33182 28660 38.94% 86.37% 33.64%

Nov-17 87824 34984 30408 39.83% 86.92% 34.62%

Dec-17 95443 38734 34051 40.58% 87.91% 35.68%


Rate

Approval

Rate

Renewal

Rate

Jan-18 99324 40090 35476 40.36% 88.49% 35.72%

Feb-18 80865 33515 30235 41.45% 90.21% 37.39%

Mar-18 101929 38173 34255 37.45% 89.74% 33.61%

Apr-18 100587 36782 33099 36.57% 89.99% 32.91%

May-18 107460 39530 35489 36.79% 89.78% 33.03%

Jun-18 112941 39277 34944 34.78% 88.97% 30.94%

Jul-18 98404 36567 32412 37.16% 88.64% 32.94%

Aug-18 91610 32690 29265 35.68% 89.52% 31.95%

Sep-18 80152 28344 25374 35.36% 89.52% 31.66%

Oct-18 93544 31732 28340 33.92% 89.31% 30.30%

Nov-18 92498 32442 28940 35.07% 89.21% 31.29%

Dec-18 92623 34463 30539 37.21% 88.61% 32.97%

11

Response Rate/Renewal Rate - Wireline



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%

Oct-17 41735 38126 35180 91.35% 92.27% 84.29%

Nov-17 42261 38752 35664 91.70% 92.03% 84.39%

Dec-17 38944 35522 32794 91.21% 92.32% 84.21%


Rate

Approval

Rate

Renewal

Rate

Jan-18 37389 34131 31819 91.29% 93.23% 85.10%

Feb-18 29433 26783 25038 91.00% 93.48% 85.07%

Mar-18 30548 27831 25954 91.11% 93.26% 84.96%

Apr-18 36862 33820 31510 91.75% 93.17% 85.48%

May-18 31140 28482 26530 91.46% 93.15% 85.20%

Jun-18 30145 27543 25627 91.37% 93.04% 85.01%

Jul-18 27324 24783 22721 90.70% 91.68% 83.15%

Aug-18 35253 32387 29938 91.87% 92.44% 84.92%

Sep-18 33624 31033 28851 92.29% 92.97% 85.80%

Oct-18 34375 31552 29514 91.79% 93.54% 85.86%

Nov-18 34827 31767 29692 91.21% 93.47% 85.26%

Dec-18 32030 28854 26818 90.08% 92.94% 83.73%

12

Renewal Response Rate by Channel - Wireless and

Wireline 2016, 2017, 2018

MAIL WEB WES IVR

Program

Total 63% 28% 5% 4%

Wireline 69% 27% 3% 2%

Wireless 57% 30% 7% 6%

2016 2017

MAIL WEB WES IVR

61% 28% 7% 4%

67% 27% 4% 2%

55% 29% 11% 5%

MAIL WEB WES IVR

57% 28% 12% 3%

65% 28% 5% 2%

50% 28% 17% 4%

2018

13

Renewal by Call Center Reps - Wireless and Wireline

March 2018 – January 2019 : Weekly Stats

0

200

400

600

800

1000

1200

3/4

/201

8 -

3/1

0/2

018

3/1

1/2

018

- 3

/17/2

018

3/1

8/2

018

- 3

/24/2

018

3/2

5/2

018

- 3

/31/2

018

4/1

/201

8 -

4/7

/201

8

4/8

/201

8 -

4/1

4/2

018

4/1

5/2

018

- 4

/21/2

018

4/2

2/2

018

- 4

/28/2

018

4/2

9/2

018

- 5

/5/2

018

5/6

/201

8 -

5/1

2/2

018

5/1

3/2

018

- 5

/19/2

018

5/2

0/2

018

- 5

/26/2

018

5/2

7/2

018

- 6

/2/2

018

6/3

/201

8 -

6/9

/201

8

6/1

0/2

018

- 6

/16/2

018

6/1

7/2

018

- 6

/23/2

018

6/2

4/2

018

- 6

/30/2

018

7/1

/201

8 -

7/7

/201

8

7/8

/201

8 -

7/1

4/2

018

7/1

5/2

018

- 7

/21/2

018

7/2

2/2

018

- 7

/28/2

018

7/2

9/2

018

- 8

/4/2

018

8/5

/201

8 -

8/1

1/2

018

8/1

2/2

018

- 8

/18/2

018

8/1

9/2

018

- 8

/25/2

018

8/2

6/2

018

- 9

/1/2

018

9/2

/201

8 -

9/8

/201

8

9/9

/201

8 -

9/1

5/2

018

9/1

6/2

018

- 9

/22/2

018

9/2

3/2

018

- 9

/29/2

018

9/3

0/2

018

- 1

0/6

/2018

10

/7/2

018

- 1

0/1

3/2

01

8

10

/14

/201

8 -

10

/20/2

018

10

/21

/201

8 -

10

/27/2

018

10

/28

/201

8 -

11

/3/2

01

8

11

/4/2

018

- 1

1/1

0/2

01

8

11

/11

/201

8 -

11

/17/2

018

11

/18

/201

8 -

11

/24/2

018

11

/25

/201

8 -

12

/1/2

01

8

12

/2/2

018

- 1

2/8

/2018

12

/9/2

018

- 1

2/1

5/2

01

8

12

/16

/201

8 -

12

/22/2

018

12

/23

/201

8 -

12

/29/2

018

12

/30

/201

8 -

1/5

/2019

1/6

/201

9 -

1/1

2/2

019

1/1

3/2

019

- 1

/19/2

019

1/2

0/2

019

- 1

/26/2

019

1/2

7/2

019

- 2

/2/2

019

Wireless

Wireline

Total

Total 41,319 offered as

of 02/01/2019

14

SMS Pilot Carriers

Data as of February 1, 2018

CALIFORNIA LIFELINE WIRELESS

TELEPHONE SERVICE PROVIDERS

DATE WHEN

JOINED TEXT

MESSAGE

PILOT

VOLUME of TEXT

MESSAGES SENT by

ADMINISTRATOR as of

11/1/2018

VOLUME of TEXT

MESSAGES SENT by

ADMINISTRATOR as of

02/1/2019

Truconnect Communications, Inc. January 15, 2018 79,272 80,187

Telrite Corporation December 2017 53,909 66,913

AmeriMex Communications Corp. December 2017 68,611 71,591

Blue Jay Wireless, LLC December 2016 19,154 19154

TAG Mobile, LLC August 2016 37,020 37,728

Budget PrePay, Inc. February 2016 102,887 102,887

i-wireless, LLC February 2016 215,685 238,495

Boomerang Wireless, LLC December 2015 48,018 48,430

Virgin Mobile USA, L.P. December 2015 2,017,145 2,209,922

15

Renewal Rate Comparison: Jan 2016 - Jan 2019

Wireless SMS Pilot vs. Non-Pilot Carriers

0.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

40.00%

SMS Pilot Non Pilot

Yearly Program Participation - Wireless and Wireline

As of February 2019

16

% Change

2011 -5.2%

2012 -12.6%

2013 -32.3%

2014 -14.1%

2015 24.8%

2016 23.0%

2017 1.3%

2018 -3.2%

2019

YTD -3.4%

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

35

2,6

10

34

1,8

47

0

69,837

129,998

138,922 683,536

1,545,606 1,654,427

1,357,972 1,352,657 1,359,158

-5.2% -12.6%

-32.3%

-14.1%

24.8% 23.0%

1.3% -3.2% -3.4%

-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 2018 2019

Wireline Wireless Change

As of 02/28/2019

Program Participation by Type of Service

January 31, 2019

Wireless 77%

Wireline 23%

17

Enrollment Eligibility Method - Wireless and Wireline

January 2018 - January 2019

Top 5 Programs

The top 5 programs account for 95% of Jan 2018 - Jan

2019 Enrollments

18

5839 participants qualified under the Veterans program within Jan 2018- Jan

2019 Enrollments

Income 11%

Program 89%

Medicaid 46%

SNAP 33%

SSI 10%

LIHEAP 3%

Section 8 3%

Others 5%

California LifeLine Wireless Participation by Service

Provider - April 2017 - January 2019

19

Total - 1,375,325

Assurance Wireless

Tracfone

Truconnect

AmeriMex

Telrite

i-wireless

Boomerang

AirVoice

Global Connections

American Broadband

Tag Mobile

Blue Jay Wireless

Budget PrePay

0

100000

200000

300000

400000

500000

600000

Growing/Contracting Wireless Service Providers

April 2017 – January 2019

20

Service Provider Number of Participants

Beginning of April 2017

Number of Participants

End of January 2019 Nominal Change Percent Change

Assurance Wireless 446441 507846 61405 14%

i-wireless 27959 71720 43761 157%

Truconnect 172932 202962 30030 17%

AmeriMex 159782 189348 29566 19%

American Broadband 0 16071 16070 1607000%

Global Connections 1782 14142 12360 694%

AirVoice 21229 13260 -7969 -38%

Telrite 93786 77581 -16205 -17%

Tag Mobile 23066 5847 -17219 -75%

Blue Jay Wireless 32140 -32140 -100%

Boomerang 109035 22056 -86979 -80%

Tracfone 411817 254492 -157325 -38%

New Application Requests - Wireless and Wireline

April 2017 - January 2019 2

76

,63

1

29

4,1

68

28

8,0

87

25

1,2

38

31

2,9

29

27

9,9

36

24

3,1

06

21

1,9

53

21

3,3

67

25

1,4

31

21

8,1

21

20

3,3

99

21

3,6

17

23

3,9

11

22

3,2

13

22

9,8

60

26

9,9

07

23

5,6

05

25

4,1

74

21

71

88

21

70

36

24

70

37

35,135

37,921 33,092

24,718

27,333

27,192

21,907

24,300 23,714

25,674

29,707

30,051 31,118

23,438 23,259

23,152

24,551

24,279

24,775

22741 19823

21447

0

50,000

100,000

150,000

200,000

250,000

300,000

350,000

400,000

DAP Mail

21

New Requests Breakdown:

• 90% DAP

• 10% Mail

Submission Channel for Enrollments Wireless and

Wireline April 2017- January 2019 (Applications and Renewals)

DAP 65%

IVR 1%

Mail 21%

Online 10%

WES 3%

Total = 5,216,569

applications and renewals

22 Indicates how a consumer submitted the application or renewal form

Top Denial Codes – Wireless

April 2017 - January 2019

23

24-8 86.6%

21-6 7.0%

24-9 2.5%

21-13 1.2%

24-31 0.6%

Other 2.0%

Renewal

8-9 49.5%

5-12 17.3%

5-16 14.9%

5-10 5.7%

5-18 3.9%

Other 8.7%

Application

Denial total - 590,418

Top denials - 91% of total

Denial total - 1,158,934

Top denials - 98% of total

Application

8-9 Application not returned.

5-12 Dummy phone number not updated (30

days).

5-16 Identity Verification form not returned.

5-10 Receiving discount more than one line.

5-18 Subjected to Enrollment Freeze.

Renewal

24-8 Renewal not returned.

21-6 Non-deliverable. (Bad address initial

hard denial)

24-9 Non-deliverable. (Bad address during

renewal process)

21-13 IDV form not returned.

24-31 IDV authentication failed.

Top Denial Codes – Wireline


24

24-8 63%

21-13 9% 24-31

7%

21-6 3%

24-22 3%

Others 15%

Renewal

8-9 71%

8-25 6%

8-3 4%

5-16 3%

8-44 1%

Other 15%

Application


Top 5 denials - 85% of total


Top 5 denials - 85% of total

Application

8-9 Application not returned.

8-25 No documents for qualifying program.

8-3 No documents for income.


8-44 IDV authentication failed.

Renewal

24-8 Renewal not returned.


24-31 Unable to prove your identity using the

information you provided.

21-6 Non-deliverable. (Bad address initial

hard denial)

24-22 Missing initials for one discount per

household

Returned Mail


40058

46577 54086 40557 57544 56580 60606 55036 54601 63906 58207 50998 48407 55962 50409 46166 54887 45949

52369

43621 43753 48270

732,829

837,337 736,810

636,094

748,930

623,615

625,216

602,722 582,914

664,665

587,901 591,467

602,707 652,412 601,611

605,655 684,968

581,476

687,011

564,027 562,988

653,318

5.47% 5.56%

7.34%

6.38% 7.68%

9.07%

9.69%

9.13% 9.37% 9.61%

9.90%

8.62%

8.03%

8.58% 8.38%

7.62% 8.01% 7.90%

7.62% 7.73%

7.77%

7.39%

0.00%

2.00%

4.00%

6.00%

8.00%

10.00%

12.00%

0

100000

200000

300000

400000

500000

600000

700000

800000

900000

Total Returned Total Mailed % Returned

25

On June 1st, 2017

Transfer Postcard

changed to Transfer

Letter

Call Center Throughput


74

,36

2

29

0,2

74

28

1,6

28

22

2,7

29

25

1,8

78

23

2,2

53

20

1,1

07

19

2,4

11

20

3,1

19

20

5,9

01

20

4,8

04

18

8,5

96

16

9,9

31

18

7,0

49

18

8,4

62

16

0,4

10

21

8,8

34

20

4,2

70

20

6,9

55

17

7,0

81

18

2,1

16

18

6,4

06

67

,57

7

77

,84

6

73

,93

2

71

,07

8

76

,05

5

67

,77

4

72

,68

7

65

,84

7

61

,48

3

70

,84

0

63

,52

9

68

,86

4

68

58

2

67

51

6

60

21

2

60

67

1

64

87

1

53

65

0

62

49

3

51

,29

3

50

,59

6

60

,82

7

2.5

2.5

2.3 2.4

2.3

2.6

1.8

1.5

1.7

2.4 2.3

1.4 1.5

1.7 1.7 1.7

2.6 2.5

1.6

1.7 1.6

2.3

0.0

0.5

1.0

1.5

2.0

2.5

3.0

0

50,000

100,000

150,000

200,000

250,000

300,000

350,000

Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 Oct-18 Nov-18 Dec-18 Jan-19

# of Forms Call Volume Processing Days

26

Call Center Volumes (English and Spanish)


3,4

65

61

,77

6

59

,12

2

56,9

78

61,2

85

54,6

18

58

,48

0

53

,56

2

49

,89

1

56

,97

9

51

,44

8

55

,43

3

55

20

4

54

79

6

48

89

3

48

92

6

51

57

8

43112

50

40

6

41

65

7

41

,33

3

49

,35

6

12,1

72

13,6

11

12,8

39

12,2

73

12,7

91

11,0

73

12,0

73

10,5

06

9,9

38 12,0

04

10,4

84

11,4

99

11453

10558

9552

99

97

10886

8427 9

945

8147

7,6

36 9

,552

0

10,000

20,000

30,000

40,000

50,000

60,000

70,000

80,000


English Spanish

27

Call Center Volumes (Asian Languages)


Chinese Vietnamese

Korean

Tagalog

Japanese

1,940

2,459

1,971

1,827

1,979 2,083 2,134

1,779

1,654 1,857

1,597

1,932 1,925 2,162

1,767 1,748

2,407 2,111 2,142

1,489

1,627

1,919

0

500

1000

1500

2000

2500

3000


Chinese Vietnamese Korean Tagalog Japanese Cambodian Laotian Hmong Total

28

Top Call Reasons


29

Call Reason Volume

1. Checking Renewal Status 228,548

2. Needs CD/Denial letter explained 141,315

3. Checking Application status 122,992

4. Device Issues - Equipment 85,617

5. Info change request, referred back to carrier 61,545

6. Wants to cancel service 56,287

7. Needs denial letter explained 53252

30

Volume of Inter-Carrier Transfers (DAP) - Wireless

December 2016 – January 2019

111,244

114,653

101,788

114,117

102,733

114,207

106,161

94,411

119,399

106,355

88,869

80,474

81,627

102,919

87,210

83,725

92,322

106,855

100,321

104,331

120,784

106,949

113,653

98,101

100,102

98,673

0

20,000

40,000

60,000

80,000

100,000

120,000

140,000

Inter-Carrier Transfers

31

Volume of Wireless Inter-Carrier Transfers: Same vs Different Service Address (DAP)

December 2016 – January 2019

39

,79

4

40

,06

7

35

,28

5

39

,71

6

36

,53

8

40

,09

6

43

,26

8

51

,21

2

73

,06

4

65

,40

6

53

,68

7

48

,91

9

49

,95

7

64

,56

4

54

,54

8

40

,14

2

34

,57

4

35

,55

1

29

,37

0

28

,85

5

32

,98

7

28

,39

7

30

,08

3

25

,68

8

25

,83

6

24

,69

6

71

,45

0

74

,58

6

66

,50

3

74

,40

1

66

,19

5

74

,11

1

62

,89

3

43

,19

9

46

,33

5

40

,94

9

35

,18

2

31

,55

5

31

,67

0

38

,35

5

32

,66

2

43

,58

3

57

,74

8

71

,30

4

70

,95

1

75

,47

6

87

,79

7

78

,55

2

83

,57

0

72

,41

3

74

,26

6

73

,97

7

0

10,000

20,000

30,000

40,000

50,000

60,000

70,000

80,000

90,000

100,000

Transfer (Different Address) Transfer (Same Address)

32

30-day Enrollment Request Freeze - Wireless

September 2017 – January 2019

27288

17250

11495 10675

13774

9195 10176

13441

17252 17099 16745

21014

17897 17199

13967 14405

19849

0

5000

10000

15000

20000

25000

30000

New application

requests subjected to

30-day Enrollment

Request Freeze

33

Most Frequent Questions and Concerns Raised

by Program Participants

• I have tried to apply for another phone, but the booth agent is telling me my enrollment

did not go through because I'm already in the system.

• How much data do I get? Why does one carrier offer more data than the other?

• Why am I receiving an IDV request?

• Why can't you send me another IDV letter?

• Why is my carrier advising me the CA LifeLine discount is no longer available?

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California LifeLine Administrator Presentation to the … · 2019-04-23 · Presentation to the Administrative Committee . Executive Summary • 2018 Program Participation (1.7 million)

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