GaBreeze Special Sessions 2011 CSPA Conference

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GaBreeze Special Sessions2011 CSPA Conference
September 28, 2011
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Todays 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)

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Flex Plan Design Changes/Enhancements for 2012
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Flex Plan Changes/Enhancements for AE 2012

• Employee, Spouse, Child Life and ADD 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

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Flex Plan Changes/Enhancements for AE 2012

• Disability Plans The Standard
• Short Term Disability Plan
• Rate decrease in STD premiums
• No change in plan design or coverage

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Flex Plan Changes/Enhancements for AE 2012

• Critical Illness Plan CAIC
• Plan enhancement
• Additional covered illness Coverage for
  Alzheimers disease (25 of the benefit amount)

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Flex Plan Changes/Enhancements for AE 2012

• 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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Flex Plan Changes/Enhancements for AE 2012

• No Plan Design Changes
• Dental Plans
• Vision
• Long Term Care
• Long Term Disability
• Health Care/Dependent Care Spending Accounts

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GaBreeze Experiences
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We wanted to hear from YOU!

• Improvement initiative for GaBreeze
• Face to face meetings with agencies
• Conducted agency customer surveys
• Conducted employee satisfaction surveys
• Formed focus group of agency customers

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Agency Focus Groups

• 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

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Agency Focus Groups

• 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
•    

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Agency Focus Groups

• Focus Groups Sessions Topics Covered
• GaBreeze 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.
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• 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.

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Agency Focus Groups

• 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.
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• Communications
• GaBreeze personalized statements to employees,
• GaBreeze Annual Enrollment communications
  including emails to employees, and
• SPA Annual Enrollment materials.

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Employer Experiences Flex and PSR
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What did we hear?

• 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

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What did we do?

• 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

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Whats coming?

• 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 employees view of
  the GaBreeze website in real time
• Will allow employers 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

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GaBreeze Employer Website Enhancements

• Preview of Employee Inquiry Access on the
  Employer Website

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Employee Inquiry Pages
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Employee Inquiry Pages
1)Billing 2)Coverage History 3)Recent
Requests
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Employee Inquiry Pages(Billing Summary)
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Employee Inquiry Pages(Billing Rates)
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Employee Inquiry Pages(Payment History)
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Employee Inquiry Pages(Coverage History)
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Employee Inquiry Pages(Billing Summary)
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Employee Inquiry Pages(Recent Requests)
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Employee Inquiry Pages(Billing Summary)
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Employee Experiences
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What did we hear?

• 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

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Website - What did we do?

• 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

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Website - What did we do?

• Improving GaBreeze Employee Experiences
• 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.
  

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Website - Whats coming?

• GaBreeze Website
• Integrated enrollment flow combining Flexible
  Benefits and Peach State Reserves
• Enrollments via mobile access

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GaBreeze Call Center

• 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

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Call Center - What did we hear?

• Major themes from our feedback
• GaBreeze Benefits Center
• 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

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Call Center - What did we do?

• Improving GaBreeze Employee Experiences
• GaBreeze Benefits Center
• 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

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Annual Enrollment
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Review of 2011 Annual Enrollment

• 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!

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 715 836
Call Volume 30,527 48,894

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Enrollment Strategy for 2012 Annual Enrollment

• 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

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GaBreeze Enhancements for AE 2012

• 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

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GaBreeze Enhancements for AE 2012

• 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

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• 2012 Annual Enrollment Dates
• Tuesday, October 11th - Thursday, November 10th

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Looking Forward
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Continuing to Improve Your Experiences

• 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.

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Continuing to Improve Your Experiences

• 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

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GaBreeze Enhancements Planned for 2012

• 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
• GaBreeze Benefits Center
• Continuous improvement/training for
  representatives
• Enhancing systems/tools for representatives to
  improve service delivery

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Thank you for your continued partnership and
support!