National Immunization Conference

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National Immunization Conference

• Conference Goal
• The goals of the Conference are to provide
  information that will help participants provide
  comprehensive immunization coverage for all age
  groups and explore innovative strategies for
  developing programs, policy, and research to
  promote immunization coverage for all age
  groups.
• McKesson Specialtys Objective
• To communicate the results we have achieved to
  date as well as our continued commitment to
  ensure you are able to execute on promoting
  immunization coverage for all age groups.

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Quality Performance - DC
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Cold Monitor Instances
Estimated Point in Time
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Customer Service Calls
Combined 1/21 1/22 due to MLK holiday
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Instances by Ship Date
Red bars confirmed picked up on Sunday
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Quality Measures - DC
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48 hour rescue product process

• The objective of this process is to save as much
  vaccine for the program as possible
• Proactively track delivery status of every order
• At the 48 hour mark, intercept product and bring
  safely home (re-route to DC)
• Follow up with outbound call to Grantee
  communicating events
• Place replacement order, remove delivery
  challenge and get viable vaccine to provider

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Over 750K in rescued product
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New Packing List
Provider Pin
Ship Date
Number of Containers
Lot
Presentation
Doses by Presentation
Container Numbers
Vaccine Price
Manufacturer
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Sacramento Update

• Live with second distribution center
• Orders 1,241
• Containers 1,282
• Doses 267,073
• Boxes/Order 1.03
• Comprehensive transition schedule

Sacramento Service
OR TX UT WA WY Pacific Islands
AK AZ CA HI ID KS
MN MT NE NM NV OK
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• Customer Operations Overview
• Customer Service is the ability of an
  organization to constantly and consistently
  exceed the customers expectations

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Where have we been?

• Project Ambassadors
• Designed and implemented as administrative staff
  to track and escalate the disposition of packages
  en route.
• Take Phone calls, voice mail and email and
  escalate to DC for resolution
• No single point of contact (SPOC)
• No clear escalation path
• Lack of responsiveness
• Little to no follow up

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Verbatim Experience Quotes

• I have sent 3 previous request to have their
  wasted vaccine picked up. Clinic is upset that
  it has been sitting in their office waiting for
  pick up since early Sept.
• We need to be notified of these type of
  instances immediately.  It is a poor reflection
  on all of us, when basically the only reason we
  find out about the lack of stock is because a
  provider called McKesson and found out--or
  because I've called McKesson due to the provider
  calls I am receiving and that's how I find out.
   This situation has to change.
• I have not received a response regarding this
  shipment.  Is there a time frame that I can
  expect a response within?  I sent this Wednesday
  and then again Thursday.
• Vaccine delivery service to our state has not
  been going well.

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Where are we now?

• Customer Service
• Empowered with tools, SOPs and authority to
  resolve issues for Grantees on the very first
  telephone call when possible
• Training our agents to act as the advocate for
  the Grantee and Provider, owning issues from
  inception to resolution

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Customer Operations Key Developments Technology
and Customer Service Alignment

• Technology
• All Calls logged in Storm as of Mid-December
• Capable of Delivering Key Customer Operations
  Metrics by November 5th
• Issues by Category by CSR by Project Created
  over Date Range
• Escalation Tracking Time to Resolution 1st Call
  Resolution Re-Open Rate Temp Monitor Reporting
• Internet Protocol Call Center Manager
• Average Wait Time
• Abandon Rate
• Speed of Answer
• Talk Time

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Key Metrics
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Verbatim Experience Quotes

• Yes, it has been an excruciating month for us,
  and I am sure you are tired of seeing the daily
  e-mails from me, and I know that those of you I
  talked to in customer service got tired of
  hearing my croaky, laryngitis stricken voice. I
  am very thankful and appreciative of all of your
  hard work. You truly have been partners with us
  during this challenging time.
• I hope you know you are helping us a great deal
  by moving these on through. It saves us a great
  deal of time and energy. Thanks for doing such a
  good job.
• Thank you for your help, you are doing a great
  job for (our) providers, and we appreciate it...
• Thank you, thank you!!! I have contacted the
  Provider they are willing and ready to accept the
  delivery tomorrow!! All three of my concerns
  have been resolved by you and I appreciate it so
  very much!!!

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Issue Escalation
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Customer Experience Advisory Board
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Objective

• Form and cultivate an organization that includes
  McKesson, CDC and Grantees focused on sustainable
  solutions that bring value to VMBIP empowering
  all of us to meet or exceed the expectations of
  providers

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Charter

• General function
• The function of the VMBIP Customer Experience
  Advisory Board will be to advise and make
  non-binding recommendations to the VMBIP
  Leadership team
• Membership
• The VMBIP Customer Experience Advisory Board will
  be co-chaired by Tom Hart, MCK and Brad Prescott,
  CDC
• Members will contain 3 CDC members, 3 MCK members
  and 15 Grantees
• Mode of operation
• The VMBIP Customer Experience Advisory Board will
  meet 4 times a year (1 time each quarter)
• The VMBIP Customer Experience Advisory Board will
  communicate updates to all grantees following
  each meeting
• A member of the VMBIP Customer Experience
  Advisory Board will provide a progress report at
  group conferences such as AIM or NIC

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Process to engage

• Membership
• Selection and notification will be provided to
  the advisory board as to those participating, via
  AIM
• Time Frame
• All members should be selected by May 15th
• Kick off meeting
• Location TBD
• Date June 3rd, 2008

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Rules of engagement

• Real life examples
• Though anecdotal information abounds us, it is
  critical that those participating in the board
  collect detailed examples of those issues driving
  challenges for all
• Be part of the solution
• As an active member of the board, we will be
  looking to you to provide solutions and
  positively engage in communicating results
• Voice of the customer
• Come as a voice for those you represent. We all
  should be advocates and remember why the program
  was created
• Many parents can't afford to pay for vaccines on
  their own. When large groups of children go
  without vaccines, it leaves them unprotected and
  disease outbreaks can happen. This program allows
  everyone to stay healthy by getting his or her
  vaccines on time. (Ref Mar. 10th,
  http//www.cdc.gov/vaccines/programs/vfc/providers
  /faq-parents.htm)

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• THANK YOU!