GaBreeze Special Sessions 2011 CSPA Conference September 28, 2011

GaBreeze Special Sessions2011 CSPA Conference

September 28, 2011

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Today’s Agenda

Welcome and greetings

Flex Program Overview

Flex Plan Design Changes/Enhancements for 2012

GaBreeze Experiences

Employer experiences

Employee experiences

Annual Enrollment Preview

Looking forward

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Flexible Benefits Program Overview

Services almost 130,000 employees, retirees, and COBRA-eligibles of all state agencies and several Boards of Education, school systems, and library systems throughout the state

Supports over 1,000 HR, benefits and payroll professionals with more than 20 different payroll centers

Offers 16 benefit plan options and coordinates with 9 vendors

Employee self-service options available through GaBreeze platform

GaBreeze Web Site

GaBreeze Benefits Center

GaBreeze Employer Web Site

Your Total Rewards site (state agencies only)

4APRIL 2010

Flex Plan Design Changes/Enhancements for 2012

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Employee, Spouse, Child Life and AD&D Plans – Minnesota Life

Plan Enhancements

– Child Life

> Removed the limitation for 0 - 6 months ($6,000 cap)

> Child coverage can begin at live birth

• Automatic coverage of $3,000 for a newborn child if the child dies within 30 days of birth but prior to you enrolling for child life coverage

– Employee/Spouse Life

> Legacy Planning Services: End-of-life planning and resources

Flex Plan Changes/Enhancements for AE 2012

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Disability Plans – The Standard

Short Term Disability Plan

– Rate decrease in STD premiums

– No change in plan design or coverage


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Critical Illness Plan – CAIC

Plan enhancement

– Additional covered illness: Coverage for Alzheimer’s disease (25% of the benefit amount)


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Legal Plans – Hyatt

Plan enhancements

– Additional covered services for Both plans (Select & Select Plus)

> Elder law matters

> Home equity loans assistance

– Additional covered services for Select Plus plan

> Identity theft defense

> Civil litigation defense

> Incompetency defense


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No Plan Design Changes

Dental Plans

Vision

Long Term Care

Long Term Disability

Health Care/Dependent Care Spending Accounts


10APRIL 2010

GaBreeze Experiences

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Improvement initiative for GaBreeze

Face to face meetings with agencies

Conducted agency customer surveys

Conducted employee satisfaction surveys

Formed focus group of agency customers

We wanted to hear from YOU!

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Automated agencies

Dept. of Corrections - Tawanda Anderson

Dept. of Transportation - Teresa Bunch

Dept. of Labor - Keely Towns

Dept. of Revenue - Karen Glover

Dept. of Community Affairs - Rebecca Allen and Erin Pender

Dept. of Driver Services - Marcia Duffey (now with State Accounting Office)

Dept. of Law - Wanda Brown

Dept. of Public Service - Margie Conley

DOAS - Saundra Lassiter

Clayton County Board of Education - Barbara Heard

DeKalb County Board of Education - Andrea Aplin-Coler

Agency Focus Groups

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Manual agencies

DeKalb CSB - Connie Spruill, Lois Knighton, Judy Keating, Michael McKibbens, and Roslyn Hawkins

Gwinnett CSB – Priscilla Hansard and Denise Martin

Cobb Health – Sheila Wike and Charlene F. Disque

Fulton DFCS – Rachel Gresham, Kaneisha Harris, and Shirley Tucker

Gwinnett Library – Deidre Falcon and Andi Dadswell

Agency Focus Groups

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Focus Groups Sessions – Topics CoveredGaBreeze Operations

How SPA and Aon Hewitt coordinate issues and concerns using workflow process,

The FSA process for manual payroll agencies,

Financial manager reporting including the reconciliation process, and

Dependent verification process.

Employee Experiences with GaBreeze

New hire enrollment/first time user on the GaBreeze website,

Qualified status changes on the GaBreeze website,

Billing and payments for benefits for employees on LWOP, and

GaBreeze Benefits Center including quality control and customer service management.

Agency Focus Groups

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Focus Groups Sessions – Topics Covered (cont.)Employer Experiences with GaBreeze

Access and security profiles on the GaBreeze Employer website,

Using SmartForms and File Sharing tools on the GaBreeze Employer website, and

Reports and the Reporting Tool on the GaBreeze Employer website.

Communications

GaBreeze personalized statements to employees,

GaBreeze Annual Enrollment communications including emails to employees, and

SPA Annual Enrollment materials.

Agency Focus Groups

16APRIL 2010

Employer Experiences – Flex and PSR

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Major themes from the feedback:

Difficulty using Reporting Tool to download reports

Understanding when a report has been “burst” or posted to the site for downloading by the Agency

Unable to view employee data related to benefits

Transfer process between agencies on the same day

Amount of work involved by manual agencies’ payroll to upload HCSA/DCSA payroll files timely

Cannot see frozen pay information for employees on Employee Inquiry Page which results in confusion regarding how coverage amounts are derived during enrollment opportunities

What did we hear?

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GaBreeze Employer Website (ERWS)

Made modifications so that Reports can now be downloaded in Excel format

Implemented sending an e-mail on a nightly basis to users informing them reports have been posted to the site for downloading.

Held webinars and created reference guides to explain employee data transaction integrity and downstream contingencies (i.e. payroll deductions and financial reporting).

Updated Transfer Smart Form to allow for same day transfers

Added frozen pay to the employee inquiry page immediately after Annual Benefit Salary

Implemented assumed deduction approach for HCSA/DCSA which eliminated the need for the manual agency HCSA/DCSA payroll upload report

What did we do?

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Future enhancement on GaBreeze Employer Website -Scheduled launch: April/May 2012

Employee Customer Service (eCS) site link available on ERWS

– eCS is view-only access of the employee’s view of the GaBreeze website in real time

– Will allow employer’s access to coverage and event information for employees in their agencies

– Will be easily accessible from the ERWS and will not require a separate logon/registration

What’s coming?

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Preview of Employee Inquiry Access on the Employer Website

GaBreeze Employer Website Enhancements

21APRIL 2010

Employee Inquiry Pages

22APRIL 2010

Employee Inquiry Pages

1)Billing 2)Coverage History 3)Recent Requests

23APRIL 2010

Employee Inquiry Pages(Billing Summary)

24APRIL 2010

Employee Inquiry Pages(Billing Rates)

25APRIL 2010

Employee Inquiry Pages(Payment History)

26APRIL 2010

Employee Inquiry Pages(Coverage History)

27APRIL 2010


28APRIL 2010

Employee Inquiry Pages(Recent Requests)

29APRIL 2010


30APRIL 2010

Employee Experiences

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Major themes from our feedback:

GaBreeze Website

– Difficulty designating beneficiaries for “State on State” employees

– Unable to view beneficiaries effective in the future (i.e. new plan year)

– Confirmation of Enrollment – could not be printed from web

GaBreeze Communications

– New hire worksheet was too long and cumbersome

– Notices received when returning from leaves of absence are confusing for employees

What did we hear?

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Improving GaBreeze Employee Experiences

GaBreeze Website

– Added functionality to allow beneficiary designations for “State on State” employees

– Modified effective dating on GaBreeze so that beneficiary elections show up immediately on the website.

– Comparison of Current Versus Future Coverage at Annual Enrollment

> Highlights any year over year changes related to Option, Coverage Category, Prices, or Coverage Amount, to help employees easily identify these changes

– Completed Successfully (Confirmation) page redesigned to help employees better understand next steps

> New sections include “Follow-up”, “What Happens Next” and “Other Considerations”

Website - What did we do?

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GaBreeze Mobile Access to Dental, Vision, and PSR Information

– Links to find a dentist or eye doctor

– Check co-pay and deductible information

– View coverage details

GaBreeze Communications

– Streamlined the new hire enrollment worksheet to reduce the amount of paper sent to employees in an effort to promote “going green” and reduce postage costs

– Improved and added language to the confirmation of enrollment for employees returning from leave.

Website - What did we do?

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GaBreeze Website

– Integrated enrollment flow combining Flexible Benefits and Peach State Reserves

– Enrollments via mobile access

Website - What’s coming?

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Did you know?

One of 5 North American CS locations

Serving over 110 clients across multiple disciplines and services

Serving over 5.2 million employees across those organizations

Over 16,000 calls per day answered in the center (spikes to over 24,500 calls during open enrollment)

Over 1,300 colleagues performing customer contact, plan administration and technology activities

GaBreeze Call Center

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Major themes from our feedback:


– Newly eligible process

– Representatives needed more training on topics that included the dental plan eligibility, adding dependents, and critical illness plan.

– Long wait times at the end of annual enrollment

Call Center - What did we hear?

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– Refresher training provided in the areas of concern

– Continued execution of the Call Quality Management program that includes call listening, tool review, and side-by-side coaching.

– Early enrollment strategy developed in order to manage the call volume during annual enrollment.

– Recent investments made to streamline and enhance the customer experience:

> Redesigned training strategy

> New content management strategy

> State of the art Customer Analytics

> Expanded access channels – texting, faxing, etc

> New case management tool

Call Center - What did we do?

38APRIL 2010

Annual Enrollment

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Strong enrollment results

– 98% Active enrollments

– 92% Internet enrollments

– 91% of employees updated inconsistent dependent coverage tier information

– Large number of calls were password resets

– Please remind your employees about passwords!

92%

8%

Web Service Center

Total eligible 124,573

Web Activity

Total enrollments 122,363 (98%)

Total web visits 283,937

Benefits Center Activity

Measure Description Target/Forecast Actual

Quarterly Service Level 70%/30 seconds 77.3%/30 seconds

Average Handle Time 7:15 8:36

Call Volume 30,527 48,894

98%

2%

Enrolled Did not enroll

Review of 2011 Annual Enrollment

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Early Enrollment Strategy - Large Agencies

To avoid heavy call volume during the last period of AE

Communicating early enrollment during the first 2 weeks of AE

5 large agencies participating in the initiative that account for 28,000 employees

SHBP is also partnering with the communication strategy

NOTE: Early enrollment is always encouraged for all employees in all agencies

Enrollment Strategy for 2012 Annual Enrollment

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SHPS Account Access

Employees will be able to access their Health Care and Dependent Care accounts using the link to SHPS.

– When employees utilize the link to SHPS, they will automatically be authenticated and will not have to login/register at the SHPS site

Long Term Care Plan – Enhanced Enrollment

Employees will have a better enrollment experience for the long term care plan on the GaBreeze website

– If employees want to enroll or need to make changes to their long term care plan, they can request information during the Annual Enrollment process flow

GaBreeze Enhancements for AE 2012

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GaBreeze Confirmation Number

Employees will receive a Confirmation Number upon successful completion of their online Annual Enrollment on the completed successfully page on the GaBreeze Website

Additional changes will be permitted online during the remainder of the Annual Enrollment period.

Employees should print a copy of the Confirmation Number page for their records

GaBreeze Enhancements for AE 2012

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2012 Annual Enrollment Dates:

Tuesday, October 11th - Thursday, November 10th

44APRIL 2010

Looking Forward

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Aon Hewitt has partnered with Maritz Research

Maritz Research is an independent research firm.

Conducting quarterly customer satisfaction surveys on experiences with the GaBreeze website and GaBreeze Benefits Center.

Surveys are conducted by phone and online.

Feedback is completely confidential and is used to improve the site and continuous improvement/training for the representatives.

Continuing to Improve Your Experiences

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Customer Surveys – Areas Covered

Reason for calling the Benefits Center

Overall Satisfaction with the most recent Call

Reason for dissatisfaction (if dissatisfied) open end

Overall Satisfaction with Representative

Agreement with attributes regarding:

Building Customer Confidence

Knowledge

Personal Service

Call handling/resolution

Satisfaction with the time it took to reach a representative

Overall Satisfaction with Automated System

Continuing to Improve Your Experiences

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Continuous Improvement on GaBreeze Experiences

GaBreeze Employer Website:

– eCS access planned launch in April/May 2012

GaBreeze Employee Website

– Upgrades to site planned in Summer 2012


– Continuous improvement/training for representatives

– Enhancing systems/tools for representatives to improve service delivery

GaBreeze Enhancements Planned for 2012

48APRIL 2010

Thank you for your continued

partnership and support!

Documents

GaBreeze Special Sessions 2011 CSPA Conference September 28, 2011