Bird’s of a FeatherData Integration – Customer Service

Janet ConnerSupervisor

Enterprise Data Integration Competency CenterHealth Care Service Corporation

9/13/2010

Bird’s of a Feather

• We are here today for the interchange of information, thoughts and suggestions.

• The next slides contain a series of questions to facilitate our conversation on the special aspects of customer service relating to integrated data.

• Please advise if the information you are about to share is confidential.

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Discussion Questions

• How does your plan manage the responses to problems reported by business customers or just questions they may have relating to the integration of data?

• Examples would include issues with the integration of claims and membership, claims and providers, or membership and income.

Discussion Questions

• Is there a help desk/email address provided for customers to submit questions or problems encountered?

• How is the help desk/email address monitored? Is it monitored 24/7 or only during business hours?

• Who is responsible for monitoring the help desk and/or emails?

• Who performs the initial review and research of the question or problem being reported?

Discussion Questions

• Does your plan have a SWAT team?

• How is the SWAT team composed?

• Does it include business analysts and/or ETL team members?

• Are the team members static, or is there a rotation?

Discussion Questions

• Are there any other aspects of customer service the data integration ETL team manages?

• Has customer service activities had an impact on implementing modifications or enhancements to the data warehouse or other integrated data solution?

Discussion Questions

• Any last comments?

Contact Information

• Janet Conner• Supervisor• Enterprise Information Strategy & Management• Enterprise Data Integration Competency Center• Health Care Service Corporation

300 E. RandolphChicago, IL 60601

• Janet_Conner@bcbstx.com• Office: (972) 664 - 5240