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