Customer Experience Project (CXP): Status ReportVICKI COATESDeputy Executive Director
MICHAEL PIANTANIDASenior Director of IT
JEAN BERNARD Senior Communications Manager
Health Connector Board of Directors Meeting, October 10, 2019
Overview: Today’s Discussion
This presentation will cover:
Progress with Softheon for Enrollment Premium Billing (EPB) implementation
Progress with Faneuil for Contact Center/Back Office implementation
Progress with Electronic Data Management Center (EDMC) for Mailroom implementation
Upcoming Activities for the month of October
Risks the project is managing
Member Transition Communication Approach
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We are here
5/31 GO-LIVE
5/31 GO-LIVE
4/15 – 5/31 Operational Readiness
4/15 Pre-Production Sign-Off
4/15 – 5/31 Operational Readiness
4/13 – Cut-Over Plan Complete
3/30 Integration Complete
2/20 –Equity Portal Complete
2/3 – 4/13 Training
12/13 Primary Data Conversion Complete
12/9 – 3/31Integration Configuration & Testing
12/9 – 3/31Establish Connectivity, Perform
Integrated Testing, Validate Testing Results
9/3 – 12/15Initiating Project Activities
8/19 Board Presentation
7/22 – 12/31Softheon Application
Development & Configuration
7/19 Member Portal BRD Sign-Off
7/19 Notify Apparent Successful Bidder
6/28 SiteVisits Complete
6/19 EPB & Notices BRD Sign-Off
2019 2020
Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun
Contact Center ImplementationCustomer Relationship Management (CRM)
Customer Interaction Centers (CICs)
Softheon ImplementationEnrollment & Premium Billing
NoticesMember Portal
CXPP Implementation – Key Dates
Enrollment and Premium Billing Implementation
Softheon Implementation for Enrollment & Premium Billing: Progress to Date Business Requirements Documents signed off for Enrollment and Billing, Notices and the
Member Portal
Initial Functional Specification Documents delivered and under review
• Review for Member Portal “wireframes” (screen layouts), which will include payment functionality, underway
Electronic Data Interface (EDI) Companion Guides and Carrier-specific file layouts have been documented
• Where possible, Softheon to build to current state EDI file layouts• Received mutual agreement and sign-off by Carriers and Softheon of limited
modifications requested by each Carrier Connectivity testing with HIX is underway
Joint Interactive Voice Response (IVR) and system integration discussions with Faneuil have commenced
Data conversion activities underway
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* Matching statistics per Softheon as of 9/26/2019
Data Set Description Status
Enrollment All 2018 and 2019 enrollments spans
Current matching statistics in Softheon System*:
2019 Member Policies• Health: 99.9%• Dental: 99.4%
2018 Member Policies• Health: 99.9%• Dental: 98.9%
Payment All historical financial transactions Current matching statistics in Softheon System*:
• Premium: 97.1%• APTC: 96.3%• State Wrap: 95.4%• Paid Thru Date: 96.5%
Notices 2015 – 2019 EPB and HIX notices • Imported 1000 sample data set from NTT Data• Confirmed transfer method for full data set (15 TB)
Member Preferences Paperless preferences and Auto-Pay selections
• Full data set for member preference extract provided to Softheon
Multiple rounds of testing actively in flight. Full scope for go-live includes the conversion of two historical plan years plus the active plan year (2018, 2019 and 2020).
Softheon Data Conversion for Enrollment Premium Billing: Progress to Date
Softheon Implementation for Enrollment Premium Billing: Key Activities for October Data Conversion Testing continues
Business validation of Softheon systems begins
Ongoing agile development continues for Enrollment and Billing, Notices and Member Portal
EDI Companion Guides sent to Carriers for verification and sign-off
Ongoing integration activities with HIX, Faneuil and the Carriers
New Lock Box being established at Bank of America
Current Standard Operating Procedures cataloged
• Preparatory work to a “Keep, Start, Stop” exercise with new vendors beginning in November (which business processes to keep, start, or eliminate)
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Contact Center Implementation
Faneuil Implementation for Contact Center & Back Office: Progress to Date Implementation Kick Off meeting held Sept 4 and 5th
Workstreams and work track leaders identified
Working with Faneuil to baseline project plan and sync with existing EPB plan
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Faneuil Implementation for Contact Center & Back Office: Key Activities for October Facility buildout plan completed and accepted
New baselined project plan completed and accepted
Onsite visits week of Oct 21
• Visit to walk in centers to observe operations • NTT and Faneuil will meet to exchange information about current state
Analysis of historical NTT Salesforce data and schema in preparation for the Customer Relations Management (CRM) conversion to Faneuil Oracle CRM
Discovery and deep dive session to ensure Faneuil has the information needed to configure their systems and processes to meet our requirements
Discussions started regards options for Boston and Worcester sites given NTT holds current lease
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Mailroom Implementation
Electronic Data Management Center (EDMC) Implementation for Mailroom: Progress to Date Scope and cost estimates finalized with EHS IT
Project team identified
Implementation kick-off planned for October
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Risk Management
Risks or Issues Being Managed
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Risk Mitigation
Integration with Optum and HIX enrollment/effectuation/noticing interfaces
Closely monitoring work progress with active management of Optum staffing plan
Historical knowledge and data from NTT
Meeting regularly with NTT Leadership regarding transition, needs and timing
Ensuring compliance with CMS Footprint, inclusive of validating conversion data in lower environments
MA HIX Compliance Officer working directly with CMS to obtain approval
Timely completion of EDMC development by EHS IT
Multiple planning meetings to come to agreement
CXP Member Transition Communication Approach
CXP Member Transition Communications
High-level goals of transition communications:Increase awareness
Increase member awareness of new functionality and customer service opportunities
Increase awareness of important changes that require a behavior change among members who pay by mail (new lockbox, change to AR account numbers)
Minimize confusion
Minimize confusion with existing processes/functionality and maintain a steady state payment and customer service experience prior to the cutover
Foster a positive perception
Foster a feeling among our members that their feedback is valuable and that customer experience satisfaction and improvement is important to us
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We’ve already begun packaging the message about CXP as part of a larger story about working towards a better member experience. UI/UX overhaul (Part 1) and document
upload functionality was presented as the first step in a longer-term rollout of new features and improvements for members
Additional HIX improvements, as they are rolled out, may also be highlighted in messaging as being part of this larger story of improvements for members
Example on left is from the insert that accompanied this year’s preliminary eligibility notice. An email with similar messaging was sent in August 2019
Improving the member experience
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Email examples from August 2019
Improving the member experience
CXP Member Transition Communication:Timeline
April 2020:Email/Postcard to all members
Message goal: Introduce basic information about changes that members will see in June
Mid-May: Mailer to all members
Message goal: Inform members about new features and changes coming in June
Timing considerations: May want this to land in mailboxes after May 23 payment deadline to avoid confusion for June payment
End of May:Email to all members, repeating announcement of upcoming changes
Message goal: Remind members that new version of bill is coming soon, as well as all other changes coming in June
Provide links to help pages and possibly videos on website
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Left: Buckslip insert sent prior to launch of NTT payment portal
Right: Email with video walkthrough demo sent prior to launch of new invoice design
May communications: Examples from similar campaigns
CXP Member Transition Communication:Timeline
First week of June and July:New bill with full page insert
Message goal: Remind members of important features/changes that can affect their payment for July coverage
Emphasis on:• Change to lockbox
• New billing account number
• New payment portal and bill design
• Payments by phone (TBD)
Change to bill design in June serves as an additional signifier that a change has taken place, in addition to insert and bill messaging
Mid-Late June:Email reminders about new payment methods Message goal: Remind members of important features/changes that can affect their payment for July
coverage
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Left: Full page insert included in bills after launch of NTT payment portalAbove: Draft version of re-designed bill for CXP launch
June communications: Example from prior campaign & new draft invoice
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Above: Example of follow up survey sent to members about payment portal launch
Mid-July:Email to all members with opportunity to provide feedback
Message goal: Provide opportunity to members to give feedback of changes so far, in online form or survey
Provides and opportunity to gather feedback on changes and improvements
Allows our members that they are “part of the conversation” around changes and promotes goodwill
CXP Member Transition Communication:Timeline
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Above: Example of similar notice sent today for payments to closed AR accounts
Ongoing, starting in June:Notice to members who pay to old lockbox or billing account number
Message goal: Inform members that their payment was sent to the wrong place or included incorrect account information and remind them to changes
CXP Member Transition Communication:Timeline
CXP Member Transition Communication:Timeline
TBD:Day 2 functionality communications
Message goal: Inform members about additional functionality as it becomes available
• Online chat functionality
• SMS/Text messaging alerts and payments
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April 2020 May 2020 June 2020 July 2020 August 2020
Ongoing: Incorrect billing account/lockbox notice
TBD: Day 2 communications
July 15: Email feedback survey
July 1: Full page insert with bill
June 19: Email reminder
June 11: Email reminder
June 1: Full page insert with bill
May 29: Reminder email
May 24-25: Members receive mailer with full transition info
Early April: Members receive postcard/email with transition preview
Mem
ber C
omm
unic
atio
ns
August 1: Bills for September
July 1: Bills for August
June 23: July payment due
June 1: Bills for July—new Softheon design
June 1: CXP Cutover
May 23: June payment due
May 1: Bills for June
April 23: May payment due
April 1: Bills for May
Bus
ines
s Ev
ents
CXP Member Transition Communication
CXP Member Transition Communication: Iterate with member feedback
Opportunities for feedback along the way We tested a prototype of our re-designed invoice with a sample of ~1600 members and
used their feedback to help refine the new design (Complete)
In-depth-interviews with Health Connector members will be conducted by CommunicateHealth--during these sessions we will share draft transition messaging. This will help us to refine messaging and uncover any common questions or concerns from members that can be mitigated in transition messaging (In progress)
Usability testing on new online portal will also be conducted by CommunicateHealth to understand how we’re doing with usability and member perceptions of online features (In progress)
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Appendix
Implementation Milestone Projected Completion Date
Status
Business Requirements June 2019 Completed
Primary Data Conversion December 2019
Member-facing portal readiness (Equity Portal)
February 2020
Integration March 2020
Pre Production April 2020
Operational Readiness April 2020
Full Solution – Go-Live May 31, 2020
Warranty Period 6 months post go-live
The Health Connector has worked with Softheon to identify critical milestones that must be achieved throughout the implementation.
Implementation Milestones
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Primary Implementation Milestones Projected Completion Date
Status
Facility build out plans and approach October 2019 Completed
Initial Mobilization and Baselines Project Plan October 2019
CRM Stage 1 Build and Primary Data Migration December 2019
Facility Connectivity and Staffing – Stage 1 January 2020
Base Development & Configuration February 2020
Integration Testing with all External Systems March 2020
Operational Readiness including Staffing April 2020
Full Solution – Go-Live June 1, 2020
Warranty Period – all defects resolved 6 months
The Health Connector has worked with Faneuil to identify critical milestones that must be achieved throughout the implementation. Where applicable, dates align with the Softheon milestones.
Implementation Milestones
