WELFARE CLIENT DATA SYSTEMS BOARD OF DIRECTORS M … BOD Agenda Pkg 2014-0815 OPEN.pdf · WELFARE CLIENT DATA SYSTEMS . BOARD OF DIRECTORS M EETING AGENDA PACKAGE . Friday, August

WELFARE CLIENT DATA SYSTEMS BOARD OF DIRECTORS MEETING AGENDA PACKAGE

Friday, August 15, 201412:00 PM – 2:00 PM

Library GalleriaEast Room828 I Street Sacramento, California 95814

OPEN SESSION

AGENDA

1

Welfare Client Data Systems

Board of Directors’ Meeting

Date: Friday, August 15, 2014

Time: 12:00 P.M. to 2:00 P.M.

Location: Library Galleria, 828 I Street, East Room, Sacramento

Attendees: County Directors and/or Delegates First Data Staff

Alameda, Lori Cox Diane Alexander

Alameda, Don Edwards Karen Tinucci

Contra Costa, Kathy Gallagher

Fresno, Deborah Martinez HP Enterprise Services

Fresno, Judy Lemos Chris Van Vlack

Orange, Mike Ryan

Placer, Cheryl Davis (Co-Chair) OSI

Sacramento, Ann Edwards Kristine Dudley

San Diego, Rick Wanne Kurtis Knapp

San Francisco, Trent Rhorer

San Luis Obispo, Lee Collins WCDS Staff

San Luis Obispo, Roberta Mangini WCDS, Lynn Bridwell

San Mateo, Illiana Rodriguez WCDS, Stacey Drohan

Santa Barbara, Daniel Nielson WCDS, Dan Kalamaras

Santa Clara, Umesh Pol WCDS, Sheila Lossner

Santa Clara, Bruce Wagstaff WCDS, Steve Maciel

Santa Cruz, Cecilia Espinola WCDS, Jo Anne Osborn

Solano, Patrick Duterte WCDS, Hali Reyes

Sonoma, Jerry Dunn

Tulare, Danny Rockholt

Tulare, Juliet Webb

Ventura, Barry Zimmerman (Co-Chair)

Yolo, Nancy O’Hara

OPEN SESSION

12:00 1. Call to Order by WCDS Co-Chair and Introductions (Barry Zimmerman)

12:02 2. Agenda Review and Comments by WCDS Co-Chair (Barry Zimmerman)

12:05 3. Approval Items

3.1 Board of Directors’ Draft Meeting Minutes (Barry Zimmerman)

3.1.1 Board of Directors’ Meeting, 5/9/14 – Attachment 3.1.1

3.1.2 Board of Directors’ Executive Committee, 7/7/14 – Attachment 3.1.2

AGENDA WCDS Board of Directors’ Meeting

August 15, 2014

2

3.2 WCDS Board of Directors’ Executive Committee for FY 2014/2015 - Attachment 3.2 (Barry

Zimmerman)

3.3 Strategic Goals (3) as Set by Directors at the 6/11/14 Strategic Planning Meeting and Approach to

Managing Goals - Attachments 3.3.1, 3.3.2 and 3.3.3a, b, c (Hali Reyes)

4. Action Item(s) - None

12:40 5. OPAC Updates (Bridwell, A. Edwards)

5.1 OPAC Meeting Debrief, 7/24/14 - Attachment 5.1

12:45 6. Discussion Item(s):

6.1 Contact CalWIN - Evaluate July Coverage and Proposed Adjustments for August through October

and Design Open Enrollment Coverage – Attachments 6.1.1 and 6.1.2

6.2 Renewal Packets / Medi-Cal Discontinuance (Jo Anne Osborn)

01:05 7. OSI Updates (Kristine Dudley / Kurtis Knapp)

01:15 8. Open Session Adjournment by Co-Chair (Barry Zimmerman)

CLOSED SESSION – Directors, WCDS, First Data

01:20 9. Approval Item(s)

9.1 Board of Directors’ Draft Strategic Planning Meeting Minutes, 6/11/14 – Attachment 9.1 (Barry

Zimmerman)

9.2 WCDS Staffing Proposal (Hali Reyes)

9.2.1 Addition of WCDS Positions – Attachments 9.2.1a and 9.2.1b

9.2.2 Funding for Added WCDS Positions – Attachment 9.2.2

9.3 WCDS’ Hosting of OCAT (Hali Reyes)

01:45 10. Discussion Items:

10.1 Contract Update (Hali Reyes)

10.2 Client Correspondence Exstream Withhold – Attachment 10.2 (Hali Reyes)

01:55 11. Informational Items

11.1 Contract Transition Update – Attachment 11.1 (Dan Kalamaras)

11.2 Quality Assurance Vendor’s Monthly Report Out – Attachment 11.2 (Karen Tinucci)

11.3 SAWS Meeting Update (Hali Reyes)

AGENDA WCDS Board of Directors’ Meeting

August 15, 2014

3

02:00 12. Closed Session Adjournment and Next Meetings (Barry Zimmerman)

12.1 Board & Other Meetings Schedule

Next Board of Directors’ Meeting, September 12, 2014, Library Galleria, Sacramento

APHSA / ISM Annual Conference, September 21-24, 2014, Hyatt Regency, Atlanta, GA

CWDA Conference, October 8-10, 2014, Sheraton Park Hotel, Anaheim, CA

PUBLIC NOTICE

This is a regularly scheduled meeting of the WCDS Board of Directors that generally occurs monthly from 12:00

P.M. to 2:00 P.M. at the address noted above. The meeting dates for 2014 are as follows: January 17, February 14,

March 14, April 11, May 9, June 13 (Canceled), August 15, September 12 and November 14; there are no meetings

for the months July, October and December.

Agendas and Materials: Agendas and most supporting materials are available on the CalWIN website at

http://www.calwin.org/bod.asp. Due to legal, copyright, privacy or policy considerations, not all materials are

posted online. Materials that are not posted are available for public inspection between 8:00 A.M. and 5:00 P.M.,

Monday through Friday, at 950 Iron Point Road, Folsom, CA 95630.

Supplemental Materials: Materials related to an item on this agenda submitted to the Board after distribution of

the agenda packet are available for public inspection in WCDS offices at 950 Iron Point Road, Folsom, CA, during

normal business hours.

Disabled Accommodation: If you have a disability which requires an accommodation, an alternative format, or

requires another person to assist you while attending this meeting, please contact Stacey Drohan at (916) 608-

3367 as soon as possible to ensure arrangements for accommodation.

Approval of Consent Items: Consent Items include routine financial and administrative actions and are usually

approved by a single majority vote. There will be no discussion on these items prior to voting on the motion unless

Board Members or the public request specific items be discussed and/or removed from Consent.

Public Comment: For any member of the audience desiring to address the Board on a matter on the agenda, please

walk to the podium and after receiving recognition from the Chair, please state your name and make your

comments. Closed session items may be added prior to the Board adjourning to closed session. In order that all

interested parties have an opportunity to speak, please be brief and limit your comments to the subject under

discussion. Each person is usually granted 3 minutes to speak; time limitations are at the discretion of the Chair.

While members of the public are welcomed to address the Board, under the Brown Act, Board members may not

deliberate or take action on items not on the agenda, and generally may only listen.

http://www.calwin.org/bod.asp

MEETING MINUTES (DRAFT)

Welfare Client Data Systems Board of Directors’ Meeting

Date: Friday, May 9, 2014

Time: 12:00 P.M. to 2:00 P.M.

Location: Library Galleria, 828 I Street, East Room, Sacramento

Attendees: County Directors and/or Delegates Policy Board Chairs Alameda, Lori Cox Orange, Brigette McLellan Alameda, Don Edwards X Tulare, Francena Martinez T Contra Costa, Kathy Gallagher (Vice) X Fresno, Deborah Martinez X WCDS Staff Fresno, Judy Lemos WCDS, Lynn Bridwell X Orange, Wendy Aquin for Mike Ryan T WCDS, Stacey Drohan Placer, Cheryl Davis X WCDS, Sheila Lossner X Sacramento, Mary Behnoud (Interim Rep) X WCDS, Steve Maciel X San Diego, Rick Wanne X WCDS, Jo Anne Osborn X San Francisco, Trent Rhorer T WCDS, Hali Reyes X San Luis Obispo, Lee Collins San Luis Obispo, Roberta Mangini X First Data Staff San Mateo, Albert David for Illiana

Rodriguez X Diane Alexander

Santa Barbara, Daniel Nielson X Karen Tinucci X Santa Clara, Umesh Pol X Santa Clara, Bruce Wagstaff X Santa Cruz, Cecilia Espinola X Solano, Ann Edwards T Sonoma, Jerry Dunn (Chair) X Tulare, Danny Rockholt X Tulare, Juliet Webb Ventura, Barry Zimmerman X Yolo, Nancy O’Hara

OPEN SESSION 1. Call to Order by WCDS Chair and Introductions (Jerry Dunn)

2. Agenda Review and Comments by WCDS Chair (Jerry Dunn)

• Add Open Session Discussion Item: 5.3 Renewal Packets / Medi-Cal Auto-Discontinuance Options

3. Approval Item(s)

Agenda Item 3.1.1

1

MEETING MINUTES (DRAFT) WCDS Board of Directors’ Meeting

May 9, 2014

3.1 Approve the Board of Directors’ Draft Meeting Minutes of April 11, 2014 – Attachment (Jerry Dunn)

Motion: Rick Wanne/SDG motioned to approve the April 11, 2014 meeting minutes as written. Bruce Wagstaff/SCL seconded. All in favor. Motioned carried.

3.2 Approve WCDS Board of Directors’ Bylaws – Revised to align with the new governance model – Attachments (Jerry Dunn / Hali Reyes)

Motion: Deborah Martinez/FRS motioned to approve the revised Board of Directors Bylaws with correction made to ‘Section III. Purpose’ to read …at successful implementation and administration of the Welfare Client Data Systems. Mary Behnoud/SAC seconded. All in favor. Motion carried.

3.3 WCDS Customer Service Center Network, Rotation / Coverage Recommendations for After/Extended Hours and Holidays – Attachments (Hali Reyes)

Proposed rotation coverage recommendations for Contact CalWIN were presented to the Board.

Action Item: Henry Arcangel to provide actual FTE numbers for Options 2 and 3 and resend a revised rotation schedule/information to the Board for e-vote for either option. In August, WCDS and the Board will 1) Evaluate the June / July operational stats to ensure adequate coverage for August through October and 2) Discuss the regional design for the Open Enrollment period based on projections.

4. Action Item(s) 4.1 Co-Chairmanship for FY2014-2015 – Nominations / Elections - Attachment (Jerry Dunn)

Motion: Don Edwards/ALA motioned to nominate and elect Cheryl Davis/PLA and Barry Zimmerman/VEN as the WCDS Board of Directors’ Co-Chairs for FY2014-2015. Albert David/SMT seconded. All in favor. Motion carried.

4.2 Appoint Directors (2) to the Operations & Policy Advisory Committee - Attachment (Jerry Dunn and Hali Reyes)

OPAC meets monthly, generally the fourth Thursday of each month, at the Folsom site. The new governance model calls for two Directors to serve on the committee.

Motion: Barry Zimmerman/VEN motioned to accept Jerry Dunn/SON and Ann Edwards/SOL as the Directors’ representatives that will serve on OPAC for its first year. Rick Wanne/SDG seconded. All in favor. Motioned carried. Directors were asked to send their OPAC representatives appointments to WCDS.

5. Discussion Items:

5.1 CalWIN Budget Review – Attachments (Steve Maciel)

2


May 9, 2014

Steve Maciel provided an overview presentation* of the CalWIN Budget, including:

• County Social Services Department Operations Funding Sources • CalWIN Budget Basics • CalWIN FY13/14 Budget Detail

*The presentation was provided to Directors in hard and soft copy. Directors would like to see the formulas used to calculate Counties’ allocations; the method was agreed to by all counties 15 years ago. The formulas may need to be reassessed to align with current times. (refer to Slide 5) Action Item: Steve Maciel will email the formulas by which Counties’ allocations are calculated to the Board of Directors; methods may need to be reassessed to align with current times. The CalWIN Budget is approved by the State annually through the IAPDU (Interim Advanced Planning Document Update) process, in coordination with OSI.

5.2 Strategic Planning Meeting (6/11/14) Agenda Recommendations (Hali Reyes)

WCDS staff are preparing for the Strategic Planning session, with the assistance of Kouji

Nakata/Organizational Development Consultant who will facilitate the meeting. Directors shared some topics they wish to be addressed at the meeting:

• Self-service • Virtual workers / mobility • Governance review • Survivability over next 5 years • Innovation • Proper infrastructure

Directors would like to preview the draft agenda and request that times be allocated for each topic.

5.3 Renewal Packets / Medi-Cal Auto-discontinuance – Added Item

Action Item: WCDS will send to Counties the available SQL options relating to Medi-Cal Auto-discontinuance for the renewal packet process to prevent any negative actions, along with the approach each County used for the previous renewal process as reference.

6. Open Session Adjournment by Chair (Jerry Dunn)

3


May 9, 2014

CLOSED SESSION - Scheduled attendees 7. Discussion Items:

7.1 Procurement Update (Hali Reyes)

Deloitte’s appeal process continues; there is potential for dismissal. Contract negotiations continue with HP.

7.2 Contract Transition Update – Attachments (Hali Reyes)

There was question around Transition Costs. Transition Costs include facility build-out, new servers, etc.; the amount is being negotiated.

7.3 WCDS Staffing Assessment Update (Hali Reyes)

A summary of a staffing support model will be shared with the Board at the 6/11/14 Strategic Planning Meeting.

8. Closed Session Adjournment and Next Meetings (Jerry Dunn)

8.1 Board & Other Meetings Schedule • WCDS Directors’ Strategic Planning Meeting, June 11, 2014 from 9:00 AM to 4:00 PM, The

Citizen Hotel, Sacramento • WCDS Board of Directors Meeting – June 13, 2014 CANCELED • APHSA National Policy Forum, June 16-18, 2014, Capital Hilton, Washington DC • APHSA / ISM Annual Conference, September 21-24, 2014, Hyatt Regency, Atlanta, GA

The meeting adjourned at 2:00 P.M.

ACTION ITEMS

ID Open Date

Description of Action Item

Assigned to

Due

Closed Date

5 2/14/14 WCDS / HP to update the CalWIN Mobile App instructional video according to Directors’ comments and issue to Counties by May 2014 for CalFresh Awareness month. • 3/6/14: CR6632 opened to re-record.

WCDS (Greg Postulka)

4/30/14

4


May 9, 2014

ID

Open Date


Assigned to

Due

Closed Date

• 4/11/14: In progress; WCDS working with HP to determine if changes can be made in time for May awareness month.

• 7/31/14: The video has been completed and is being reviewed by management before releasing to Counties.

15 3/14/14 WCDS to compare actuals with projections (CSCN – call volumes) and provide to Directors. • 4/11/14: Stacey Drohan following up on

the status. • 5/9/14: provided within the Contact

CalWIN reports. Close.

Henry Arcangel Ongoing 5/9/14

16 4/11/14 WCDS to add CalWIN Budget to the May or June agenda for Discussion. • 5/1/14 Update: Agendized for 5/9/14. To

close.

Steve Maciel / Stacey Drohan

6/15/14 5/9/14

17 4/11/14 WCDS to propose dates to the Board for the Strategic Planning Meeting in May 2014 and coordinate the details. • 4/17/14: In progress. May have to look

into June dates. • 5/1/14: SPM scheduled for 6/11/14. To

close.

Stacey Drohan ASAP 5/9/14

18 4/11/14 WCDS to update the BOD Bylaws to align with the new governance structure and bring to the BOD for review/approval. • 5/1/14 Update: Agendized for 5/9/14. To

close.

Board Chair / WCDS

Management

Next BOD meeting

5/9/14

19 4/11/14 WCDS to forward coverage recommendations, including a rotation schedule, for extended hours and holidays to Directors electronically. • 5/1/14: In progress. • 5/9/14: Options discussed at the 5/9/14

meeting; Directors requested that the options be refined and re-sent for e-vote. See action item 23. Close Item 19.

Hali Reyes ASAP 5/9/14

20 4/11/14 WCDS to coordinate extending CalWIN’s availability until 9:00 PM with HP for Alameda County. • 5/1/14: Alameda to open an SR. To close.

Jo Anne Osborn ASAP 5/9/14

21 4/11/14 Analyze the list of completed Separate Services to determine which could be leveraged by other Counties and report back to the Board in June 2014.

Jo Anne Osborn June 2014

5


May 9, 2014

ID

Open Date


Assigned to

Due

Closed Date

• 5/9/14: In progress. 22 4/11/14 Evaluate their current list of open Separate

Services (see supporting document 3.4) and bring those to pursue to the Strategic Planning Meeting for the Board’s consideration and planning as a Consortium. • 5/1/14 Update: SPM scheduled for

6/11/14. • 5/9/14: Not to be discussed at SPM. Hold.

Directors May June 2014

23 5/9/14 Henry Arcangel to provide actual FTE numbers for Options 2 and 3 and resend a revised rotation schedule/information to the Board for e-vote for either option. In August, WCDS and the Board will 1) Evaluate the June / July operational stats to ensure adequate coverage for August through October and 2) Discuss the regional design for the Open Enrollment period based on projections.

Henry Arcangel ASAP

24 5/9/14 Steve Maciel will email the formulas by which Counties’ allocations are calculated to the Board of Directors; methods may need to be reassessed to align with current times.

Steve Maciel 8/15/2014

25 5/9/14 WCDS will send to Counties the available SQL options relating to Medi-Cal Auto-discontinuance for the renewal packet process to prevent any negative actions, along with the approach each County used for the previous renewal process as reference.

Jo Anne Osborn Ongoing

6

MEETING MINUTES

Welfare Client Data Systems Board of Directors’ Executive Committee Meeting

Date: Monday, July 7, 2014 Time: 3:00 P.M. to 4:30 P.M. Teleconference: Dial-in: (877) 675-4345, Passcode: 282 444 2225, Host (WCDS): 739722 Attendees: Contra Costa, Kathy Gallagher X First Data, Karen Tinucci X Placer, Cheryl Davis (Co-Chair) X WCDS, Lynn Bridwell X Santa Clara, Bruce Wagstaff X WCDS, Stacey Drohan X Santa Cruz, Cecilia Espinola WCDS, Dan Kalamaras X Sonoma, Jerry Dunn X WCDS, Sheila Lossner X Ventura, Barry Zimmerman (Co-Chair) X WCDS, Steve Maciel X WCDS, Jo Anne Osborn X Counsel, Rich Wyde X WCDS, Hali Reyes X

OPEN SESSION 1. Call to Order by WCDS Chairs and Introductions (Davis, Zimmerman) Cheryl Davis called the meeting to order at 3:00pm; roll call followed. 2. Agenda Review and Comments by WCDS Chairs (Davis, Zimmerman)

Pull: Item 5.2 Approve OPAC Bylaws Add: 10.3 CPS Compensation Study Strategy – Closed Session (Hali Reyes) 3. Approval Item(s) - None

4. Action Item(s)

4.1 Confirm Board’s Executive Committee Members for FY2014/2015 – Attachment 4.1 (Davis, Zimmerman)

Motion: Jerry Dunn/SON motioned to approve the members of the Board of Directors Executive

Committee for FY 2014-2015 as presented. Bruce Wagstaff/SCL seconded. All in favor.

Cheryl Davis, Placer Co-Chair FY 2014 – 2015 Small Barry Zimmerman, Ventura Co-Chair FY 2014 – 2015 Medium Jerry Dunn, Sonoma Past Chair FY 2013 – 2014 Medium Kathy Gallagher, Contra Costa Past Vice-Chair FY 2013 - 2014 Large Cecilia Espinola, Santa Cruz At-Large Small Bruce Wagstaff, Santa Clara At-Large Large

Agenda Item 3.1.2

1

MEETING MINUTES WCDS Board of Directors’ Executive Committee Meeting

July 7, 2014

Action: Add “Approve Executive Committee FY 2014-2015” to the full BOD’s 8/15/14 agenda for ratification by all members.

5. OPAC Updates / Approvals (Bridwell, Dunn, Lossner) 5.1 Debrief on OPAC’s First Meeting, 6/26/14 – Attachment 5.1 OPAC’s first meeting consisted of education and review of processes. Examples: OPAC

reviewed the current budget, WCDS’ portfolio and new RFC processes. Refer to attached agenda. OPAC Co-Chairs were elected: Francena Martinez/TUL and Kelley Curtis/SOL. Going forward, OPAC will operate at a higher level and do strategic thinking, not handle day-to-day operational items; OPAC should not operate as a blend of IOC and Policy Board. A subgroup of OPAC will revisit the bylaws to ensure they support the new model. OPAC’s membership may need to be elevated, as well as the agenda.

Some tools to support the new model are still under construction through this transition period (e.g., SR communication methods). The OPAC Chairs plan to form a subgroup to develop communication strategies between the Folsom site and Counties.

5.2 Approve OPAC Bylaws – Attachments 5.2.1 and 5.2.2 Item pulled from the agenda / no action taken. The bylaws will be revised and brought back to

the Board for approval (most likely in August).

Action Item: WCDS will revise the OPAC Bylaws as needed and bring back to the BOD for approval.

5.3 Directors’ RFC Review and Approvals of OPAC Recommendations – Attachments 5.3.1, 5.3.2

and 5.3.3

Under the new governance model, incoming changes flow through the Folsom site and OPAC for vetting and are ultimately sent to the Directors with recommendations for approval. Lynn Bridwell summarized the RFCs presented to the BOD Exec Comm as recommended by OPAC. Directors need context around the CRs to evaluate/approve them. The new RFC approval process seems bureaucratic and lengthy. Directors do not believe to be a “value-add” to the approval process of legislative CRs; that can be done at the Folsom site to streamline the process. It was proposed that, in the future, Directors manage budget, SIs and CRs in conflict (competing CRs and/or those in Red status) instead.

2


July 7, 2014

Motion: Barry Zimmerman/VEN motioned to approve the RFCs as recommended by OPAC (see list below). Cheryl Davis/PLA seconded. All in favor. Motion carried.

• CR6857 SAWS 2 Plus Revisions (approved to implement) • CR6868 Increasing MCE limit to 200% for all NACF Households (informational CR) • CR6905 Additional WINS Changes Needed – Post CR4461 (approved to implement) • CR5665 Intelligent Mail Barcode (recommended and approved not to implement)

6. Discussion Item(s):

6.1 Strategic Planning Update – Attachment 6.1 (Hali Reyes)

WCDS is holding weekly planning meetings with First Data and HP to develop strategies to support the SIs for the next three years. The first kick-off meeting was facilitated by Kouji Nakata. The Folsom site has formed three teams to refine each SI and look for quick wins. Approach recommendations to implement the SIs will be brought to the Board for approval in August. Delivery timelines will then be planned.

7. Open Session Adjournment by Chairs (Davis, Zimmerman)

Open session concluded at 3:45pm.

CLOSED SESSION 8. Approval Item(s)

8.1 Approve WCDS’ Hosting of OCAT – Attachment 8.1 (Jo Anne Osborn)

A new statewide tool is being developed in response to AB74 and in support of SB41 – OCAT (Online CalWORKs Appraisal Tool). OCAT is currently being coded and tested; a pilot is set for September 2014 with implementation in January 2015. There is opportunity for WCDS to take leadership and host (house) this tool for the 58 California counties on behalf of CDSS after implementation. Refer to the supplemental documentation that provides background and cost estimate information. Pros and cons if WCDS should host include: Pros • WCDS would have control of the data • Ease of access • Would give WCDS opportunity to lead (a strategic initiative) • Would give WCDS opportunity to build business intelligence and info sharing (a strategic

initiative)

3


July 7, 2014

Cons • More work for WCDS staff (tool oversight) • Funding • Would need to collaborate and communicate with 58 counties (processes could be

streamlined) Directors approved pursuit to host OCAT; WCDS will move forward with dialogue with CDSS and request financial support. WCDS needs to ensure that we have the capacity to assume this role; this effort cannot impact WCDS’ strategic initiatives. Action Item: WCDS to 1) Dialogue with CDSS about the potential for WCDS to host OCAT and request financial support, 2) Evaluate WCDS staffing needs and related costs to lead this effort and 3) bring Hosting OCAT to the full Board in August.

9. Discussion Items:

9.1 Procurement Update (Hali Reyes)

Refer to document provided titled - Negotiation of Replacement CalWIN M&O Contract with HP. Rich Wyde (Attorney) joined the meeting to summarize contract negotiations and answer questions. We are in the last stage of finalizing the contract; WCDS will incorporate the last round of revisions into the contract and send to HP for their 7-day review cycle. The contract will be sent to the State, Feds and Counties for approvals. The approval cycle is expected to be 60 to 90 days. CDSS’ legal counsel has already approved the contract. WCDS will schedule sessions with each County’s counsel to review contract content, with Rich Wyde as lead. Counties’ Boards of Supervisors’ approvals are required by February 2015. Motion: Bruce Wagstaff/SCL motioned to move forward with the contract. Barry Zimmerman/VEN seconded. All in favor. Motion carried.

10. Informational Items

10.1 Contract Transition Update – Attachments 10.1.1 and 10.1.2 (Dan Kalamaras) No discussion. 10.2 Quality Assurance Vendor’s Monthly Report Out – Attachment 10.2 (Karen Tinucci) Action Item: First Data to indicate cause for items in red status (reasons outside of our control

or other?).

4


July 7, 2014

10.3 CPS Compensation Study – Added Item (Hali Reyes) The Executive Committee’s approval of CPS’ approach to developing the base salary study is

requested. Materials will be sent to the Board EC for e-vote. WCDS will authorize CPS to begin their analysis once the Board approves the strategy. Action Item: WCDS will email CPS’ proposed approach to conduct the salary analysis to the Board for approval via e-vote.

11. Closed Session Adjournment and Next Meetings (Davis, Zimmerman)

11.1 Board & Other Meetings Schedule • Board of Directors Meeting, August 15, 2014, Library Galleria, Sacramento • APHSA / ISM Annual Conference, September 21-24, 2014, Hyatt Regency, Atlanta, GA • CWDA Conference, October 8-10, 2014, Sheraton Park Hotel, Anaheim, CA

ACTION ITEMS

ID

Open Date


Assigned to

Due

Closed Date

5 2/14/14 WCDS / HP to update the CalWIN Mobile App instructional video according to Directors’ comments and issue to Counties by May 2014 for CalFresh Awareness month. • 3/6/14: CR6632 opened to re-record. • 4/11/14: In progress; WCDS working with HP to

determine if changes can be made in time for May awareness month.

• 7/31/14: The video has been completed and is being reviewed by management before releasing to Counties.

WCDS (Greg Postulka)

4/30/14

21 4/11/14 Analyze the list of completed Separate Services to determine which could be leveraged by other Counties and report back to the Board in June 2014. • 5/9/14: In progress.

Jo Anne Osborn June 2014

22 4/11/14 Evaluate their current list of open Separate Services (see supporting document 3.4) and bring those to pursue to the Strategic Planning Meeting for the Board’s consideration and planning as a Consortium. • 5/1/14 Update: SPM scheduled for 6/11/14. • 5/9/14: Not to be discussed at SPM. Hold.

Directors May June 2014

5


July 7, 2014

23 5/9/14 Henry Arcangel to provide actual FTE numbers for Options 2 and 3 and resend a revised rotation schedule/information to the Board for e-vote for either option. In August, WCDS and the Board will 1) Evaluate the June / July operational stats to ensure adequate coverage for August through October and 2) Discuss the regional design for the Open Enrollment period based on projections. • 5/29/14: Updates made to Options 2 and 3 based on

actual Agent Log-in numbers and forwarded to the Board for vote on 5/29/14. To close.

Henry Arcangel ASAP 7/7/14

24 5/9/14 Steve Maciel will email the formulas by which Counties’ allocations are calculated to the Board of Directors; methods may need to be reassessed to align with current times.

Steve Maciel 8/15/2014

25 5/9/14 WCDS will send to Counties the available SQL options relating to Medi-Cal Auto-discontinuance for the renewal packet process to prevent any negative actions, along with the approach each County used for the previous renewal process as reference.

Jo Anne Osborn Ongoing

26 7/7/14 EC Add “Approve Executive Committee FY 2014-2015” to the full BOD’s 8/15/14 agenda for ratification by all members.

Stacey Drohan 8/2014

27 7/7/14 EC WCDS will revise the OPAC Bylaws as needed and bring back to the BOD for approval.

• In progress.

Hali Reyes 8/2014

28 7/7/14 EC WCDS to 1) Dialogue with CDSS about the potential for WCDS to host OCAT and request financial support, 2) Evaluate WCDS staffing needs and related costs to lead this effort and 3) bring Hosting OCAT to the full Board in August.

• In progress

Jo Anne Osborn 8/2014

29 7/7/14 EC First Data to indicate cause for items in red status (reasons outside of our control or other?).

• Done; beginning with July report. To close.

Karen Tinucci 8/2014

30 7/7/14 EC WCDS will email CPS’ proposed approach to conduct the salary analysis to the Board for approval via e-vote.

• Evote conducted and approved. To close.

Hali Reyes 7/16/14

6

WCDS Board of Directors

Approval Item Meeting Date: Monday, August 15, 2014 Subject: WCDS Board of Directors’ Executive Committee FY2014-2015 Presenter: Co-Chairs Cheryl Davis/Placer and Barry Zimmerman/Ventura

Approve Needed

Approve the Board’s Executive Committee members for FY2014-2015.

Supportive Information

Per the Board’s bylaws* regarding the membership of the WCDS Executive Committee:

The WCDS Board’s Co-Chairs shall form a WCDS Executive Committee to address specific needs. The WCDS Executive Committee shall include the following six (6) members who collectively represent a balance of small, medium and large counties: Past and present Chairs and At-Large representatives from small, medium and large counties. The WCDS Board shall ratify all preliminary decisions made by the WCDS Executive Committee.

Following the bylaws, and including the At-Large representatives from the prior fiscal year, the Executive Committee for FY2014-2015 would be comprised of the Directors listed below. All members have confirmed their availability to serve on the Executive Committee.

Cheryl Davis, Placer Co-Chair FY 2014 – 2015 Small Barry Zimmerman, Ventura Co-Chair FY 2014 – 2015 Medium Jerry Dunn, Sonoma Past Chair FY 2013 – 2014 Medium Kathy Gallagher, Contra Costa Past Vice-Chair FY 2013 - 2014 Large Cecilia Espinola, Santa Cruz At-Large Small Bruce Wagstaff, Santa Clara At-Large Large

Results or Decisions Made

TBD

Agenda Item 3.2


Approval Item

Meeting Date: August 15, 2014 Subject: Validate the June 11th Strategic Initiatives (3 Goals) Presenter: Hali Reyes and Chris Van Vlack

Approval Needed

Please review the written material and attend the strategic planning presentation at the August 15, 2014 BOD meeting to validate that the (3) Strategic Goals accurately reflect the intent per discussions on June 11th.

Supporting Information

On June 11, 2014, the Board of Directors held its annual Strategic Planning Meeting (SPM). The session notes were organized into three strategic categories. Utilizing these notes, WCDS, First Data and HP held a series of internal SPM to further refine and expand on the three strategic initiatives. To refine these concepts, the teams prepared a single summary document for each of the strategic goals that include the strategic goal description, the business value and drivers, the execution strategy, potential projects, actions for the 60-day horizon and any immediate support needed from the Counties. In addition, the document contains a cross-reference to the BOD brainstorming session to ensure the original flip chart statements were retained throughout the entire process. The following documents are provided to support discussion:

• This Approval Document (3.1.1) – Request for validation of the (3) strategic goals. • PowerPoint Presentation (3.1.2) – Provides an overview of the work that has been done since

the June SPM. • Strategic Goal Summary Documents (3.1.3a, b, & c) – Each document is one-page and represents

a high-level summary for each of the strategic goals.

Recommendation

• Approve the (3) Strategic Goals to move forward with the planning and recommendations for projects and delivery.

Agenda Item 3.3.1

Strategic Planning Discussion

Agenda Item 3.3.2

Strategic Planning Progress Report • Early July Kouji Nakata facilitated an on-site planning session

• Shared SPM outcomes • Created the Guiding Principle • Organized staffing support model for Strategic Goals • Engaged HP consulting group to support the effort

• Assigned teams to each strategic goal • Teams met and developed

• Additional context around the goal • Defined the business value and drivers • Developed the execution strategy • Defined any potential projects • Determined if there are any quick wins to propose • Identified county support needs for immediate action items

• July 29th Kouji and the executive leadership met to align behind a Guiding Principle, define the plan and develop roles and responsibilities for the strategic plan agents

Our Guiding Principle

We will be Strategic, Innovative and Accountable

Strategic Goal #1 – Implement a Robust Business Intelligence System Initiative Description: Implement a robust data warehouse environment using an open framework to support both Consortium and County-specific data (the base BI System). The base BI System would include user access tools, data warehouse, and data integration. The base BI System implementation is an identified project for the CalWIN Transition team to execute under the new contract. The base BI System may then be used as a foundation for other standardized data analytics projects.

Business Value and Drivers: Business Value and Drivers expected from the base BI System: From BOD Brainstorming Session on 6/11/14

• Modernize the CalWIN reporting solution to create a single standardized reporting solution • Robust data capacity • Provide a single version of the truth • Inter-county sharing/extracts/interfaces • Provide a data dictionary of what the data means and where it came from • Inter-county sharing/extracts/interfaces • Provide a holistic view of a client/case • Client sharing • Implement a balanced solution, i.e. centralized solution that allows Counties to integrate local data and develop self-service

reports/queries • Flexible dashboards and reporting county to county • Customer accessibility • Business intelligence warehouse

• Leverage a centralized model to reduce County effort in analyzing data • Business intelligence warehouse • Support effective business decision-making, e.g. information on program effectiveness, client service metrics • Performance management • Provide State views that address State data access requirements • Interagency sharing

Potential Business Value and Drivers for additional analytics projects: • Ability to forecast needs • Performance management • Ability to predict outcomes • Performance management • Provide self-service data access to other approved external stakeholders • Interagency sharing

Execution Strategy to include a High-Level Overview and Other Suggestions 1. Implement the Base BI System using the following approach within 18 months

o Develop the roadmap – Determine the 3 year plan to include detailed planning of base implementation and draft identification of the future analytics projects o Requirements Analysis o Build and Rollout o Govern – Perform data governance and steward the data design; Set up change management/standardization governance

2. Determine model to best support Counties during implementation and ongoing usage of BI 3. Finalize selection of future analytics projects

Potential Projects • OCAT Analytics and Predictive Outcomes • Covered California Analytics • Outcome Reporting such as Welfare-to-Work outcomes • Pre-Payment Fraud Detection • Ability to Analyze Geographic Data such as Areas in Need of Child Care, Increasing/Decreasing Caseload Geographic Trends • Data Visualization • Performance Management/Dashboards • Integration of Other Agency Data Sources

Immediate Actions: - 60 Day Horizon • Validate initiative objectives and refine based on Board of Directors feedback • Contact CDSS regarding OCAT • Begin BI Project within 30 days of Contract Approval by all Stakeholders

• Begin base BI System Project Planning • Identify the Participants for the BI Investigative Team and begin Project Charter • Begin to establish Stakeholder Governance Structure

County Asks, If Any, for Immediate Actions: • Requested additional information from Alameda County on how they achieved data

sharing from other external agencies (e.g. IHSS, CWS/CMS, APS, Law Enforcement, etc.) in conjunction with the existing regulations

• Inspire and promote common purposes by embracing leadership

• Identify and prioritize opportunities at Federal, State, Local levels to establish CalWIN as a leader

• Shape the direction for where SAWS would like to go taking the leadership role whenever possible

• Establish a Public Relations process

The sought after leader in serving the State’s social services customers

• Strategic information for better business decisions • A self service tool to better meet the information needs of

multiple organizations • A holistic view of the case for better customer service

Information Access for better services

Top 3 St rategic Goal Themes

• Provide superior self-service capabilities thru automation • Increase automated client contact • Provide seamless services across programs by transforming processes and tools

Deliver Industry-Leading Customer & Employee Experience

Strategic Goal Act ivit ies June July Aug Sept Oct Nov Dec Jan Feb Mar April May June July Aug

BOD Strategic Plan Kick off (Set Initial Strategic Goals)

WCDS Strategic Planning and Alignment & Re-Alignment

Align Governance to Strategic Goals

Develop and Recommend Set of Initiatives

BOD Approval of Initiatives and Measures

Finalize Road Maps and Gain Approval

Execute Strategic Plan

Quarterly Review

Completed Upcoming and On Schedule

2015

Note: These steps will iterate as necessary

Strategic Approach & Accountabil ity

• Define strategic goals & potential initiatives

• Approve strategic initiatives & scorecard

• Approve portfolio • Approve Assessment approach • Approve budget recommendations

to fund strategic plan

• Approve detailed initiative plan • Approve potential changes in

business process & culture

• Quarterly review of strategic plan & initiatives (scorecard)

• Define strategic course correction actions

• Final arbitrator on escalations

Analysis & Strategy

Assess & Recommend

Define & Plan Implement &

Manage Set Strategy

• Define roles & organization to support the strategy

• Validate strategic approach

• Propose operational initiatives • Define roles & organization to

support the strategy • Develop tools & processes for

strategy planning and execution

• Propose user assessment approach

• Propose strategic initiative options & roadmaps

• Propose budget & workforce plan • Propose scorecard to measure

success

• Recommend user assessment • Recommend initiatives, roadmaps &

scorecard options • Recommend portfolio changes &

funding alternatives

• Recommend detailed Initiative plan

• Recommend potential changes in business process & culture

• Develop detailed initiative plans • Define potential changes in

business process & culture • Build scorecard

• Monthly program review of initiatives (scorecard)

• Implement business process & culture changes

• Recommend changes to initiative plans

• • Execute, monitor and report on initiatives (scorecard)

• Propose changes to initiative plans

• Propose county participation development model

Board

OPAC

WCDS

Strategic Goal #1 – Implement a Robust Business Intelligence System Goal Description: Implement a robust data warehouse environment using an open framework to support both Consortium and County-specific data (the base BI System). The base BI System would include user access tools, data warehouse, and data integration. The base BI System implementation is an identified project for the CalWIN Transition team to execute under the new contract. The base BI System may then be used as a foundation for other standardized data analytics projects.

Business Value and Drivers: Business Value and Drivers expected from the base BI System: From BOD Brainstorming Session on 6/11/14

• Modernize the CalWIN reporting solution to create a single standardized reporting solution • Robust data capacity • Provide a single version of the truth • Inter-county sharing/extracts/interfaces • Provide a data dictionary of what the data means and where it came from • Inter-county sharing/extracts/interfaces • Provide a holistic view of a client/case • Client sharing • Implement a balanced solution, i.e. centralized solution that allows Counties to integrate local data and develop self-service

reports/queries • Flexible dashboards and reporting county to county • Customer accessibility • Business intelligence warehouse

• Leverage a centralized model to reduce County effort in analyzing data • Business intelligence warehouse • Support effective business decision-making, e.g. information on program effectiveness, client service metrics • Performance management • Provide State views that address State data access requirements • Interagency sharing

Potential Business Value and Drivers for additional analytics projects: • Ability to forecast needs • Performance management • Ability to predict outcomes • Performance management • Provide self-service data access to other approved external stakeholders • Interagency sharing

Execution Strategy to include a High-Level Overview and Other Suggestions 1. Implement the Base BI System using the following approach within 18 months

o Develop the roadmap – Determine the 3 year plan to include detailed planning of base implementation and draft identification of the future analytics projects o Requirements Analysis o Build and Rollout o Govern – Perform data governance and steward the data design; Set up change management/standardization governance

2. Determine model to best support Counties during implementation and ongoing usage of BI 3. Finalize selection of future analytics projects

Potential Projects • OCAT Analytics and Predictive Outcomes • Covered California Analytics • Outcome Reporting such as Welfare-to-Work outcomes • Pre-Payment Fraud Detection • Ability to Analyze Geographic Data such as Areas in Need of Child Care, Increasing/Decreasing Caseload Geographic Trends • Data Visualization • Performance Management/Dashboards • Integration of Other Agency Data Sources

Immediate Actions: - 60 Day Horizon • Validate initiative objectives and refine based on Board of Directors feedback • Contact CDSS regarding OCAT • Begin BI Project within 30 days of Contract Approval by all Stakeholders

• Begin base BI System Project Planning • Identify the Participants for the BI Investigative Team and begin Project Charter • Begin to establish Stakeholder Governance Structure

County Asks, If Any, for Immediate Actions: • Requested additional information from Alameda County on how they achieved data

sharing from other external agencies (e.g. IHSS, CWS/CMS, APS, Law Enforcement, etc.) in conjunction with the existing regulations

Agenda Item 3.3.3a

Strategic Goal #2 – Develop User-Centric Processes and Systems

Goal Description:

Assess current end user facing products, identify improvements, and implement more intuitive solutions and capabilities to enhance customer self-service and improve user experience.

Business Value and Drivers:

Business values and drivers for user-centric processes and systems: From BOD Brainstorming Session on 6/11/14

Enhance customer experience; Create intuitive solutions for CWEA and MyBenefits CalWIN CalWIN could be more intuitive; less work arounds would be needed Positive workforce environment for staff – technology, resources, tools Client’s wants have shifted from in-person help to online/digital help

Improve Web and Mobile Self-Service capabilities Need to enhance CalWIN’s performance / capabilities; Self-service technology Ease of use; Intuitive

Eliminate barriers to receiving benefits Demand for services continue to rise; Integrated benefits delivery system E-forms that self-populate with known data

Sharing information across Agencies – single portal Seamless services across programs Information sharing between health care and human services

Enhance support for mobile workers Mobile Workforce; Telecommuting for workers; Non-traditional work hours

Address the changing demographics of the workforce Labor impacts - Do more with less; Younger workforce; Scarcity of good workers

Increase automated client contact capability; eligibility reminders to clients Proactive outreach; IVR, Robo Call / customer reminders

Improve system interaction and interface with CalHEERS ACA / CalHEERS Interface (State); Seamless services…

Execution Strategy to include a High-Level Overview and Other Suggestions

1. Use the following approach for each system or solution: o Perform usability and requirements analysis to outline targeted direction and metrics to measure success o Develop the roadmap – key activities and deliverables to include quick-wins, iterative implementations and longer term strategic delivery o Prioritize activities, gain approvals and arrange funding o Build and Implement new capabilities

2. Determine model to best support Counties during implementation and roll out of changes 3. Iterate thru strategy and roadmap for future initiative(s)

Potential Projects

(Short-term) Implement a collaborative platform/portal to facilitate cross agency information sharing

(Short-term) Implement voice attestation recordings to support self-service automation using telephonic signatures

Implement improvements to end user facing products to improve the staff and client experience

Implement helpdesk tools to assist users of Self-Service Applications (software agents and tools, chat feature, co-browsing)

Implement automated client contact enhancements (out-bound calls or text messages such as to send Medi-Cal renewal reminders)

Implement CalHEERS / CalWIN integration improvements (at a glance error reporting)

Implement a subsystem to support task-based case processing

Establish centralized helpdesk for Self-Service Applications (logical or physical helpdesk)

Enable eligibility determination in MyBenefits CalWIN

Improve import of data from MyBenefits CalWIN into core CalWIN

Immediate Actions: - 60 Day Horizon

Validate initiative objectives and refine based on Board of Directors feedback

Schedule workgroup with Counties to address CalHEERS integration concerns

Begin the voice attestation recording project work

Determine approach to conduct usability studies

County Asks, If Any, for Immediate Actions:

Workgroup participation

Agenda Item 3.3.3b

Strategic Goal #3 – Strengthen External Relationships Goal Description: Establish CalWIN as “The Leader” advocating for solutions, which enhance the user experience across the state.

Business value and drivers to strengthen external relationships From BOD Brainstorming Session on 6/11/14

• Strengthen Reputation and Trust with Stakeholders – Business Partners, Stakeholders, and Advocate Groups • Be the leader

• Increase Standardization – Across counties, state-wide allowing for self-service and improved integration • Program alignment

• Support Self-Service – Customers more comfortable with technology, CalWIN provides options for self-sufficiency to include measurement of success • Enhance user experience

•Simplified application

• Implement Intuitive Systems – Information sharing, self-populating forms/applications • Integrated single statewide portal-point of entry

•Be the leader

• Support Workforce Management – Forecast needs, shift resources, share resources, resource mobility • Simplified application

• Support Information Driven Organizations – Performance Measures, Quality Control, Workforce Management, Self Sufficiency • Enhance users experience

•Champion Statewide initiatives

• Shaping the direction for where SAWS would like to go by taking a leadership role wherever possible • Be the leader

Execution Strategy to include a High-Level Overview and Other Suggestions Develop an approach to:

1. Showcase Customer Experience o Market system changes to enhance CalWIN image o Establish standardization across all counties on administering benefits to provide for delivery efficiencies and consistent customer experience

2. Champion Statewide and Federal initiatives o Anticipate upcoming Federal and State regulation changes by focusing on legislative initiatives and identify opportunities to step into, influence and lead change o Take CalWIN initiatives forward to Federal, State and/or Local agencies for adoption

3. Partner with Stakeholders o Partner with CDSS and DHCS to identify opportunities and share strategic initiatives o Develop relationships with key advocate groups by inviting the participation of Business Partners, Stakeholders and Advocate Groups

Potential Projects: • Identify and prioritize opportunities at Federal, State, Local levels to establish CalWIN as a leader (such as Hosting OCAT, Text4baby, Relative Caregiver Payment). • Leverage the results Strategic Initiative 2 Usability Survey to support opportunities to enhance the user experience • Establish a Public Relations process • Review County initiatives to advocate for consortia wide implementation • Explore and potentially model other State’s successes • Advocate for initiatives outside of eligibility for potentials for partnership • Develop a single portal that would make multiple systems data available to stakeholders

Immediate Actions: 60 Day Horizon • Validate initiative objective and refine based on Board of Directors feedback • Continue Change Process review and redesign • Present the new functionality of CalWIN e-NOAs to CDSS showcasing the expansion of electronic delivery of services and state-of-the-art

security features – COMPLETE • Continue meeting with CDSS to advocate and showcase new functionality being introduced • Initiate a schedule to introduce new functionality for Advocate groups

County Asks, If Any, for Immediate Actions: • None within the 60 Day Horizon

Agenda Item 3.3.3c

Following are highlights from the Operations and Policy Advisory Committee’s (OPAC) July 24, 2014 meeting for distribution to the WCDS Board of Directors. Draft notes from Board of Directors Strategic Planning

Hali Reyes shared a copy of the draft notes from the June 11, 2014 WCDS Board of Directors’ Strategic Planning Meeting. The draft notes were shared to provide context for OPAC members in their future responsibilities to support the Strategic goals. Requests for Change One Informational only Change Request was presented to OPAC. WCDS Executive Update Lenecia Miles has returned to WCDS. She will primarily be working with CalHEERS projects. HP Executive Update Chris Van Vlack shared the HP Service Segment approach for building and implementing changes in CalWIN. There are four Service Segments: Covered CalWIN, Core CalWIN, County Direct, and Customer Experience. Hali shared that the goal will be to explore how these segments can help meet future Strategic Initiatives. BI Data Sharing Dan Kalamaras and Don Edwards presented the idea of leveraging what Alameda County did for Business Intelligence warehousing and make it available to all Counties. Alameda County overcame many barriers to stand up their system (for example interfacing data across multiple agencies). Future plan is to develop a Policy Statement for Business Intelligence Data Sharing as a recommendation from OPAC to WCDS Board of Directors. Post OPAC meeting working sessions Two items were discussed following the OPAC meeting adjournment. Operational in nature and outside the newly emerging role and responsibility of OPAC members these items were discussed with those who were able to attend.

1. Communication Plan. Francena Martinez led a brainstorming session. Things to consider and suggested next steps were captured.

2. OPAC By-Laws. In June OPAC ratified draft By-Laws, prior to being submitted to WCDS Board of Directors it was identified the By-Laws needed further changes, specifically to its Purpose in order to support the Board of Directors new Governance. Changes were proposed, WCDS/FD will take the proposed changes and continue refining the By-Laws and bring back to OPAC for approval.

Operations and Policy Advisory Committee Debrief – July 24, 2014

Agenda Item 5.1


Discussion Item Meeting Date: Monday, August 15, 2014 Subject: Contact CalWIN - Evaluate July Coverage and Proposed Adjustments for August

through October 2014 and Design Coverage for Open Enrollment Presenter: Henry Arcangel/WCDS and Hali Reyes/WCDS

Discussion

Review 1) Contact CalWIN’s rotation coverage for extended hours for the month of July and determine if any adjustments need to be made for August through October 2014 and 2) Design coverage for Open Enrollment based on projections.

Supportive Information

Counties implemented a rotation schedule for extended hours during the months of July through October. At the May 9, 2014 BOD meeting, an action item was opened for WCDS to review the July stats with the Board at the August meeting to determine if any adjustments need to be made to ensure adequate coverage for August through October. The action item also included coverage recommendations from WCDS for the Open Enrollment period based on projections. Please review the attached document for statistics and recommendations.

Agenda Item 6.1.1

Contact CalWIN County Rotation Schedule Update

August 8, 2014

Background: On June 11, 2014, the Board of Directors (BOD) requested for WCDS to forward staffing coverage recommendations, including a rotation schedule, for extended hours and holidays based on the results from the CalWIN Rotation Schedule BOD vote on May 30, 2014. The following figures show the WCDS recommendation for staffing coverage and rotation schedule.

County Regions: Region 1 Region 2 Region 3 Region 4

Sacramento* (Large) Santa Clara (Large) Solano (Medium)

Alameda* (Large) Santa Cruz (Small) Sonoma (Medium)

Contra Costa (Large) Orange* (Large)

San Luis Obispo (Small)

Placer (Small) San Francisco (Large)

Ventura (Medium) * Alameda, Orange and Sacramento counties are consistently the top call volume receivers; therefore, these counties are not assigned together. Six (6) CalWIN counties voted to remain open during all extended hours and, therefore, are not assigned into any regions. (Fresno, San Diego, San Mateo, Santa Barbara, Tulare and Yolo) Option 3 – Progressive: Each County would get up to three (3) months off in the next four (4) months:

2014 Region 1 Region 2 Region 3 Region 4 July Work Off Off Off

August Off Work Off Off September Off Off Work Off

October Off Off Off Work November Open Enrollment December Open Enrollment

On July 1, 2014, the county rotation schedule took effect and the participating counties updated their Contact CalWIN Dashboards to reflect the above rotation.

In August, WCDS and the Board will evaluate the July operational stats to ensure adequate coverage for August through October and discuss the regional design for the Open Enrollment period based on projections. This document provides the July results and August projections to assist the Board in the evaluation and discussion around coverage and regional design. WCDS requested, but has not yet received, the November 2014 Open Enrollment projections from the Covered California Service Center.

Agenda Item 6.1.2

1

Assumptions: • Extended hours are defined as Monday through Friday after 5:00 PM and all day Saturday (8:00 AM

– 5:00 PM). • The rotation schedule is from July through October 2014 (4 months). • All counties will be open during Open Enrollment in the months of November and December 2014. • The average call handle time is 32 minutes, call answer time is 30 seconds, and service level is 100%.

July Highlights: • CalWIN SLAs during extended hours were:

o Calls answered in an average of 8 seconds o Abandonment rate of 0.012%.

• The average rollover calls received by Region 1 and non-participating counties during the extended hours were equitable.

• Some of the Region 2, 3 and 4 counties received rollover calls during extended hours, in part because the County elected to stop receiving calls at 5:15 PM. This was quickly resolved when the Project Site contacted the individual counties and suggested to move their closing time to 5:00 PM.

• The last two weeks of July Call Volumes trended down by 50%.

July Actual Call Volumes Participating Counties:

County Actual July Call Volumes Actual Calls Answered as Rollover Region

Weekdays Saturdays Weekdays

5PM - 6PM Weekdays 6PM - 7PM

Saturdays 8AM - 5PM

Sacramento 8.75% 10.25% 19 2 18 R01 Santa Clara 9.02% 9.02% 20 5 18 R01 Solano 2.18% 2.05% 19 6 11 R01 Alameda 11.93% 8.61% 2 0 0 R02 Santa Cruz 1.67% 1.64% 0 0 0 R02 Sonoma 1.97% 2.46% 5 0 0 R02 Contra Costa 6.46% 6.56% 2 0 0 R03 Orange 14.07% 24.18% 1 0 0 R03 San Luis Obispo 0.74% 1.23% 0 0 0 R03 Placer 1.53% 1.23% 24 0 0 R04 San Francisco 4.96% 2.87% 0 0 0 R04 Ventura 3.64% 2.87% 1 0 0 R04

2

Non-Participating Counties:

County July Call Volumes Actual Calls Answered as Rollover

Weekdays Saturdays Weekdays

5PM - 6PM Weekdays 6PM - 7PM

Saturdays 8AM - 5PM

Fresno 5.16% 3.69% 19 3 17 San Diego 19.79% 14.75% 21 0 18 San Mateo 2.74% 5.33% 20 4 17 Santa Barbara 2.79% 1.23% 16 0 13 Tulare 1.61% 1.64% 20 4 18 Yolo 0.62% 0.00% 0 0 0

July Actual Login Agents (Average) Participating Counties:

County Actual Login Agents (Average) Region

Weekdays 5PM - 6PM

Weekdays 6PM - 7PM

Saturdays 8AM - 5PM

Sacramento 20 5 4 R01 Santa Clara 8 5 6 R01 Solano 4 3 2 R01

Non-Participating Counties:

County Actual Login Agents (Average)

Weekdays 5PM - 6PM

Weekdays 6PM - 7PM

Saturdays 8AM - 5PM

Fresno 5 3 3 San Diego 12 1 7 San Mateo 3 1 2 Santa Barbara 6 3 6 Tulare 4 4 1 Yolo 0 0 0

3

August Projected Required Agents Participating Counties:

County Projected Login Agents Region

Weekdays 5PM - 6PM

Weekdays 6PM - 7PM

Saturdays 8AM - 5PM

Alameda 7 3 4 R02 Santa Cruz 3 2 3 R02 Sonoma 4 2 2 R02

WCDS Consortium – Updated projected number of agents required each month during extended hours to meet Service Level of 100%:

2014 Weekdays from 5PM - 6PM

Weekdays from 6PM - 7PM

Saturdays 8AM – 5PM

August – October 20 10 15 November - December

Open Enrollment

The above projections reflect the last two weeks of July Call Volumes trending downwards.

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