california lifeline administrator presentation to the ... · presentation to the administrative...
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![Page 1: California LifeLine Administrator Presentation to the ... · Presentation to the Administrative Committee. Executive Summary • October 2016 to September 2017 program participation](https://reader034.vdocument.in/reader034/viewer/2022042109/5e890c5c635a7123df5d7cbf/html5/thumbnails/1.jpg)
February 15, 2018
California LifeLine Administrator
Presentation to the Administrative Committee
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Executive Summary
• October 2016 to September 2017 program participation decreased from 2.15 million to 1.84 million
• Number of participants with wireless telephone services varied greatly month-to-month from a loss of
about 90,000 to a gain of about 28,000
• Number of participants with wireline telephone services continually decreases
• Timely implemented the 60-day discount transfer freeze and the 30-day enrollment request freeze (go-
live date of June 1, 2017)
• Quickly implemented the new approach to evaluating signatures on forms (go-live date of June 1, 2017)
• Approval rates for applications and renewals of wireless telephone services have increased since the
2nd quarter of 2017
• Moved the LexisNexis query earlier in the eligibility determination process (go-live date of July 26,
2017)
• Forms processing turn-around-time is an average of 2.62 days (based on Sept. 2017)
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Key Projects
Pending Projects
• Transferring the printing & mailing functions
to OSP (estimated go-live of April 4)
• Sending text messages directly to all
participants
• Implementing the emergency protections for
fire-impacted counties
• Issuing the new Weighted Average Report
template
• Issuing the new True-up Report template
• Sending outbound dialer messages to
targeted zip codes in fire-impacted counties
3
Completed Projects
• Adding the Veterans Pension Benefit
and Survivors Pension Benefit program
to the paper and online forms as a
qualifying program
• Enrollment request and discount
transfer freezes
• New approach to evaluating signatures
• Moving the LexisNexis query earlier in
the eligibility determination process
• Improving consumer experience:
supplemental questions for
authenticating identity during a call
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Qualification Rates
Oct. 2016 – Sept. 2017 (Application Forms)
42.10%39.80%
41.35% 42.15%43.54% 44.15% 43.65%
45.09% 45.68% 45.18% 45.32%
38.45%
54.89%52.94% 52.61%
49.51% 48.68% 48.32%51.25%
54.42%
58.05%
67.14%
74.25% 74.50%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17
Wireline
Wireless
Average application approval rates for Oct 2016 - Sep 2017 {Wireless – 56.56% | Wireline – 42.99%}
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Qualification Rate Data Description
Column Name Description
Period Application initiated date/time
Total Vol. Total Volume of application
Responded Application is submitted and received for Eligibility Review
Approved Approval decision rendered
Response Rate Percentage based on Responded Application Volume vs. Total Volume
Approval Rate Percentage based on Approved Application Volume vs. Responded Volume
Qualification Rate Percentage based on Approved Application Volume vs. Total Volume
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Response Rate/Qualification Rate - Wireless
Jan. 2016 – Sept. 2017 (Application Forms)
Period Total Vol. Responded ApprovedResponse
Rate
Approval
Rate
Qualification
Rate
Jan-16 205653 189535 115327 92.16% 60.85% 56.08%
Feb-16 216473 199573 122879 92.19% 61.57% 56.76%
Mar-16 261235 233029 139426 89.20% 59.83% 53.37%
Apr-16 286945 258538 149556 90.10% 57.85% 52.12%
May-16 304877 279889 158113 91.80% 56.49% 51.86%
Jun-16 291575 272522 154438 93.47% 56.67% 52.97%
Jul-16 272834 251062 145781 92.02% 58.07% 53.43%
Aug-16 298435 280684 166122 94.05% 59.18% 55.66%
Sep-16 267290 252450 148517 94.45% 58.83% 55.56%
Oct-16 273495 259409 150122 94.85% 57.87% 54.89%
Nov-16 244950 233217 129680 95.21% 55.60% 52.94%
Dec-16 232659 220973 122408 94.98% 55.40% 52.61%
Period Total Vol. Responded ApprovedResponse
Rate
Approval
Rate
Qualification
Rate
Jan-17 234683 220558 116181 93.98% 52.68% 49.51%
Feb-17 215739 203428 105019 94.29% 51.62% 48.68%
Mar-17 267468 245641 129233 91.84% 52.61% 48.32%
Apr-17 244098 224233 125109 91.86% 55.79% 51.25%
May-17 265355 242341 144411 91.33% 59.59% 54.42%
Jun-17 240206 220816 139434 91.93% 63.14% 58.05%
Jul-17 193722 181508 130056 93.70% 71.65% 67.14%
Aug-17 214966 200397 159608 93.22% 79.65% 74.25%
Sep-17 194390 180105 144819 92.65% 80.41% 74.50%
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Response Rate/Qualification Rate - Wireline
Jan. 2016 – Sept. 2017 (Application Forms)
Period Total Vol. Responded ApprovedResponse
Rate
Approval
Rate
Qualification
Rate
Jan-16 13015 8791 5510 67.55% 62.68% 42.34%
Feb-16 12969 8566 5473 66.05% 63.89% 42.20%
Mar-16 12839 8580 5216 66.83% 60.79% 40.63%
Apr-16 10565 6884 4180 65.16% 60.72% 39.56%
May-16 9802 6526 3976 66.58% 60.93% 40.56%
Jun-16 9815 6699 4196 68.25% 62.64% 42.75%
Jul-16 9992 6762 4162 67.67% 61.55% 41.65%
Aug-16 10849 7278 4499 67.08% 61.82% 41.47%
Sep-16 10595 7075 4392 66.78% 62.08% 41.45%
Oct-16 9716 6565 4090 67.57% 62.30% 42.10%
Nov-16 9178 5881 3653 64.08% 62.12% 39.80%
Dec-16 9848 6491 4072 65.91% 62.73% 41.35%
Period Total Vol. Responded ApprovedResponse
Rate
Approval
Rate
Qualification
Rate
Jan-17 9835 6463 4145 65.71% 64.13% 42.15%
Feb-17 9985 6631 4347 66.41% 65.56% 43.54%
Mar-17 11250 7407 4967 65.84% 67.06% 44.15%
Apr-17 9868 6429 4307 65.15% 66.99% 43.65%
May-17 8547 5581 3854 65.30% 69.06% 45.09%
Jun-17 7968 5190 3640 65.14% 70.13% 45.68%
Jul-17 7663 4891 3462 63.83% 70.78% 45.18%
Aug-17 8192 5274 3713 64.38% 70.40% 45.32%
Sep-17 8266 4968 3178 60.10% 63.97% 38.45%
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Renewal Improvement Strategies
# STRATEGY OBJECTIVE GO-LIVE DATE
AProvide the Correctable Denial Codes in the
Expanded Return Feed
Easier for service provider to know why the
consumer was denied in case the service
provider can help the consumer resolve the denial
10/26/15
B Conduct a Survey Give insight of the barriers to renewal
12/07/15
(Duration = about 4
months)
CDevelop New Status Codes for the Expanded
Return Feed
Easier for service provider to know the
consumer’s status12/15/15
D
Pilot Short Message Service (SMS a.k.a. Domestic
Messages or Text Messages) Campaign for
California LifeLine Wireless Participants
Easier for participant with a cell phone to renew
online or by phone12/28/15
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Renewal Improvement Strategies
# STRATEGY OBJECTIVE GO-LIVE DATE
EAugment the Interactive Voice Response System
to Submit Renewal FormsEasier for consumer to renew 01/11/2016
FModify the Outbound Call Campaign for California
LifeLine RenewalsEasier for participant to renew online or by phone 01/12/2016
G Make Renewal Form Accessible on Mobile Devices Easier for participant to renew online 05/01/2016
H
Enable the Administrator and Consumer Affairs
Branch (CAB) to Complete, Sign, and Submit
Renewal Forms on Behalf of the Renewing
California LifeLine Participant
Easier for participant to renew by phone 01/26/2018
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SMS Pilot Carriers
CALIFORNIA LIFELINE WIRELESS TELEPHONE
SERVICE PROVIDERS
DATE WHEN JOINED TEXT
MESSAGE PILOT
VOLUME of TEXT
MESSAGES SENT by
ADMINISTRATOR
Truconnect Communications, Inc. January 15, 2018 1,299
Telrite Corporation December 2017 3,999
AmeriMex Communications Corp. December 2017 10,213
Blue Jay Wireless, LLC December 2016 19,150
TAG Mobile, LLC August 2016 33,683
Budget PrePay, Inc. February 2016 102,887
i-wireless, LLC February 2016 156,016
Boomerang Wireless, LLC December 2015 46,611
Virgin Mobile USA, L.P. December 2015 1,361,577
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86.77%
86.52%
88.37%
87.55% 87.86% 88.15% 88.62%86.78%
25.69% 25.41%
31.21% 31.60% 31.76% 30.79% 32.33%35.12%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
2015 - Qtr4 2016 - Qtr1 2016 - Qtr2 2016 - Qtr3 2016 - Qtr4 2017 - Qtr1 2017 - Qtr2 2017 - Qtr3
Wireline
Wireless
Renewal Rates
4th Quarter 2015 – 3rd Quarter 2017 (Renewal Forms)
Average renewal approval rates for Oct 2016 - Sep 2017 {Wireless – 32.29% | Wireline – 87.24%}
11
A B
C
E
D
F G H
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86.24% 86.60% 86.95% 86.93% 86.77% 86.52%88.37% 87.55% 87.86% 88.15% 88.62%
86.78%
31.23% 32.50% 31.58% 31.12% 30.91% 30.30% 30.34%32.81% 34.12%
36.15% 34.79% 34.14%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17
Wireline
Wireless
Renewal Rates
Oct. 2016 – Sept. 2017 (Renewal Forms)
Average renewal approval rates for Oct 2016 - Sep 2017 {Wireless – 32.29% | Wireline – 87.24%}
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Renewal Rate Data Description
Column Name Description
Period Renewal initiated date/time
Total Vol. Total Volume of renewal for the period
Responded Renewal received by administrator for Eligibility Review
Approved Approval decision rendered
Response Rate Percentage based on Responded Renewal Volume vs. Total Volume
Approval Rate Percentage based on Approved Renewal Volume vs. Responded Volume
Qualification Rate Percentage based on Approved Renewal Volume vs. Total Volume
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Response Rate/Renewal Rate - Wireless
Jan. 2016 – Sept. 2017 (Renewal Forms)
Period Total Vol. Responded ApprovedResponse
Rate
Approval
Rate
Renewal
Rate
Jan-16 148434 43512 37701 29.31% 86.65% 25.40%
Feb-16 150437 43553 37523 28.95% 86.15% 24.94%
Mar-16 136095 40500 35315 29.76% 87.20% 25.95%
Apr-16 101382 34881 30944 34.41% 88.71% 30.52%
May-16 105520 36309 32221 34.41% 88.74% 30.54%
Jun-16 95360 34785 31186 36.48% 89.65% 32.70%
Jul-16 117176 41304 37016 35.25% 89.62% 31.59%
Aug-16 99372 34540 30888 34.76% 89.43% 31.08%
Sep-16 82202 29630 26512 36.05% 89.48% 32.25%
Oct-16 114610 39931 35796 34.84% 89.64% 31.23%
Nov-16 114674 41320 37270 36.03% 90.20% 32.50%
Dec-16 133215 46708 42069 35.06% 90.07% 31.58%
Period Total Vol. Responded ApprovedResponse
Rate
Approval
Rate
Renewal
Rate
Jan-17 137796 47570 42885 34.52% 90.15% 31.12%
Feb-17 120059 41241 37111 34.35% 89.99% 30.91%
Mar-17 123972 41651 37564 33.60% 90.19% 30.30%
Apr-17 116634 38906 35381 33.36% 90.94% 30.34%
May-17 109693 39200 35986 35.74% 91.80% 32.81%
Jun-17 101225 37351 34540 36.90% 92.47% 34.12%
Jul-17 100383 39086 36292 38.94% 92.85% 36.15%
Aug-17 88050 33519 30632 38.07% 91.39% 34.79%
Sep-17 76352 29369 26063 38.47% 88.74% 34.14%
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Response Rate/Renewal Rate - Wireline
Jan. 2016 – Sept. 2017 (Renewal Forms)
Period Total Vol. Responded ApprovedResponse
Rate
Approval
Rate
Renewal
Rate
Jan-16 56963 51547 48691 90.49% 94.46% 85.48%
Feb-16 48483 43797 41006 90.33% 93.63% 84.58%
Mar-16 47083 42580 39851 90.44% 93.59% 84.64%
Apr-16 55968 50919 47861 90.98% 93.99% 85.51%
May-16 46481 41991 39402 90.34% 93.83% 84.77%
Jun-16 43937 39562 37499 90.04% 94.79% 85.35%
Jul-16 39561 35621 33863 90.04% 95.06% 85.60%
Aug-16 51593 47184 44949 91.45% 95.26% 87.12%
Sep-16 50122 45734 43644 91.25% 95.43% 87.08%
Oct-16 50957 46065 43945 90.40% 95.40% 86.24%
Nov-16 51295 46543 44423 90.74% 95.45% 86.60%
Dec-16 46129 41888 40109 90.81% 95.75% 86.95%
Period Total Vol. Responded ApprovedResponse
Rate
Approval
Rate
Renewal
Rate
Jan-17 44463 40347 38653 90.74% 95.80% 86.93%
Feb-17 35057 31671 30419 90.34% 96.05% 86.77%
Mar-17 36416 32831 31507 90.16% 95.97% 86.52%
Apr-17 43875 40105 38774 91.41% 96.68% 88.37%
May-17 36616 33183 32057 90.62% 96.61% 87.55%
Jun-17 35919 32491 31557 90.46% 97.13% 87.86%
Jul-17 32222 29153 28404 90.48% 97.43% 88.15%
Aug-17 41762 38292 37011 91.69% 96.65% 88.62%
Sep-17 41194 37806 35747 91.78% 94.55% 86.78%
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Renewal Rate by Service Provider - Wireless
June Renewal Rates
Jun-14 Jun-15 Jun-16 Jun-17
AirVoice (473H) 17% 22% 21%
AmeriMex (136A) 17% 24%
Assurance Wireless (6664) 68% 37% 43% 41%
Blue Jay Wireless (562H) 18% 26%
Boomerang (262H) 21% 27% 36%
Budget PrePay (8809) 55% 26% 32% 62%
Cricket (0822) 45% 36%
Global Connections (973C) 23% 38%
i-wireless (207H) 29% 40% 47%
Nexus (175D) 44% 72% 43%
Tag Mobile (211H) 22% 24% 46%
Telrite (973D) 21% 30% 36%
Total Call Mobile (264H) 18% 31%
Tracfone (585B) 28% 32%
Truconnect (4280) 60% 24% 27% 28%
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Renewal Rate by Service Provider - Wireline
June Renewal Rates
Jun-14 Jun-15 Jun-16 Jun-17
ATT (6059) 89% 87% 81% 89%
BlueCasa (111B) 85% 88% 87% 87%
Bright House (337E) 100%
Calaveras (2301) 76% 85% 85% 83%
CalOre (2311) 82% 84% 84% 78%
Charter (776C) 74% 69% 62% 83%
ConnectTo (119E) 88% 83% 84% 86%
Cox (5684) 84% 85% 85% 89%
CuraTel (049C) 75% 76% 69%
Ducor (2313) 78% 97% 79% 85%
EnhancedComm (550A) 100% 100% 100% 0%
Frontier (2308) 88% 85% 87% 90%
Frontier (2342) 97% 91% 90% 84%
Frontier (3402) 92% 91% 93% 86%
Frontier CA Inc. (2319) 86% 86% 85% 88%
Frontier SWWC (2344) 82% 85% 93% 89%
Frontier SWWC (863F) 75% 83% 95% 87%
Global (2315) 84% 88% 85% 91%
MCI (5253) 82% 82% 84% 91%
Jun-14 Jun-15 Jun-16 Jun-17
PCS1 (5969) 71% 80% 0%
Pinnacles (2346) 100% 0%
Ponderosa (2332) 85% 80% 84% 77%
Sage (9239) 73% 33% 0%
SBC (9740) 87% 87% 86% 88%
Sebastian (2318) 79% 94% 94% 95%
Sebastian (2324) 86% 81% 84% 88%
Sierra (2338) 82% 83% 78% 86%
Siskiyou (2339) 89% 87% 83% 91%
SureWest (5782) 86% 89% 91% 91%
SureWest (6946) 95% 72% 100% 89%
TCTelephone1 (863C) 67% 77% 72% 70%
TDS (2321) 65% 83% 70% 73%
TDS (2322) 100% 100% 81% 100%
TDS (2323) 0% 0%
Telscape (2595) 82% 82%
Time Warner (576C) 88% 84%
Vartec (9873) 100% 100% 100% 100%
Volcano (2343) 78% 79% 87% 85%
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Renewal Response Rate by Channel
Oct. 2016 – Sept. 2017
MAIL WEB WES IVR
Program
Total61% 28% 7% 4%
Wireline 68% 27% 3% 2%
Wireless 56% 29% 10% 5%
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19
WES Login Attempts by Entry Point (PIN/SMS)
Oct. 2016 – Sept. 2017
19,33920,441
23,667
28,831
24,958 25,647
18,941 19,784 19,21418,179
16,22514,705
0
5,000
10,000
15,000
20,000
25,000
30,000
35,000
Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17
PIN SMS Total
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WES Renewal Exit Points by Entry Point (PIN/SMS)
Oct. 2016 – Sept. 2017
OK55%
NotFound29%
AlreadySubmitted8%
NotInRenewal4%
InvalidInput3% MismatchPII
1%
PINLogin
Successful82%
NotAttempted15%
Failed3%
PINAuthentication
OK81%
NotSubmitted18%
NotCertified1%
RemoveMe0%
PINSubmission
OK83%
AlreadySubmitted15%
MismatchPII1%
InvalidInput1%
NotFound0%
SMSLogin
NotAttempted75%
Successful24%
Failed1%
SMSAuthentication
OK63%
NotSubmitted36%
NotCertified1%
RemoveMe0%
SMSSubmission
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End-of-Year Program Participation
2010 – Dec. 2017
21
% Change
2011 -5.2%
2012 -12.6%
2013 -32.3%
2014 -14.1%
2015 24.8%
2016 23.0%
2017 1.3%
1,7
60
,875
1,5
99
,332
1,4
08
,970
1,0
53
,678
82
9,3
07
65
1,8
28
51
2,1
02
42
6,2
51
0
69,837
129,998
138,922683,536
1,545,6061,654,427
1,357,972
-5.2%-12.6%
-32.3%
-14.1%
24.8%23.0%
1.3%
-40.0%
-30.0%
-20.0%
-10.0%
0.0%
10.0%
20.0%
30.0%
0
500,000
1,000,000
1,500,000
2,000,000
2,500,000
2010 2011 2012 2013 2014 2015 2016 2017
Wireline Wireless Change
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Program Participation by Type of Service
Dec. 2017
Wireless76%
Wireline24%
22
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Enrollment Eligibility Method
Oct. 2016 – Sept. 2017
Top 5 Programs
The top 5 programs account for 94% of all enrollments
23
1073 participants qualified under the Veterans program as of 09/30/17
Income9%
Program91%
Medicaid47%
SNAP32%
SSI9%
LIHEAP3%
Section 83%
Others6%
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California LifeLine Wireless Participation by
Service Provider
24Data Range thru 9/30/17
Total - 1,394,144
AirVoice
AmeriMex
Virgin Mobile
Blue Jay Wireless
Boomerang
Budget PrePay
Global Connection
i-wireless
Tag Mobile
Telrite
Total Call Mobile
Tracfone
Truconnect
0
100000
200000
300000
400000
500000
600000
Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17
![Page 25: California LifeLine Administrator Presentation to the ... · Presentation to the Administrative Committee. Executive Summary • October 2016 to September 2017 program participation](https://reader034.vdocument.in/reader034/viewer/2022042109/5e890c5c635a7123df5d7cbf/html5/thumbnails/25.jpg)
Growing/Contracting Wireless Service Providers
Oct. 2016 and Sept. 2017
25Data Range thru 9/30/17
Service ProviderNumber of Participants
Oct. 2016
Number of Participants
Sept. 2017Nominal Change Percent Change
AirVoice 13631 120524 106893 784.19%
AmeriMex 108092 154550 46458 42.98%
Global Connections 2359 32331 29972 1270.54%
Telrite 78339 104733 26394 33.69%
Boomerang 85704 77405 -8299 -9.68%
i-wireless 54239 24358 -29881 -55.09%
Truconnect 179451 147291 -32160 -17.92%
Virgin Mobile 513884 475796 -38088 -7.41%
Tag Mobile 56031 17096 -38935 -69.49%
Tracfone 412911 239860 -173051 -41.91%
![Page 26: California LifeLine Administrator Presentation to the ... · Presentation to the Administrative Committee. Executive Summary • October 2016 to September 2017 program participation](https://reader034.vdocument.in/reader034/viewer/2022042109/5e890c5c635a7123df5d7cbf/html5/thumbnails/26.jpg)
New Application Requests
Oct. 2016 – Sept. 20173
27
,52
3
28
7,8
28
27
2,7
21
27
4,0
55
25
2,5
87
30
0,5
52
27
6,6
31
29
4,1
68
28
8,0
87
25
1,2
38
31
2,9
29
27
9,9
36
28,191
24,88027,192 32,239
27,733
40,350
35,135
37,92133,092
24,718
27,333
27,192
0
50,000
100,000
150,000
200,000
250,000
300,000
350,000
400,000
OCT-16 NOV-16 DEC-16 JAN-17 FEB-17 MAR-17 APR-17 MAY-17 JUN-17 JUL-17 AUG-17 SEP-17
DAP Mail
26
New Requests Breakdown:
• 90.3% DAP
• 9.7% Mail
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Submission Channel for Enrollments
Oct. 2016 – Sept. 2017 (Applications and Renewals)
DAP69%
IVR1%
Mail20%
Online8%
WES2%
Total = 3,724,572
applications and renewals
27Indicates how a consumer submitted completed the application or renewal form
![Page 28: California LifeLine Administrator Presentation to the ... · Presentation to the Administrative Committee. Executive Summary • October 2016 to September 2017 program participation](https://reader034.vdocument.in/reader034/viewer/2022042109/5e890c5c635a7123df5d7cbf/html5/thumbnails/28.jpg)
Top Denial Codes – Wireless
Oct. 2016 – Sept. 2017
28
24-888.8%
21-66.4%
24-92.4%
Others2.3%
Renewal
8-948.2%
5-1227.0%
5-109.8%
5-166.2%
5-188.8%
Application
Denial total - 490,959
Top denials - 91.19% of total
Denial total - 671,478
Top denials - 97.66% of total
Application
8-9 Application not returned.
5-12 Dummy phone number not updated (30 days)
5-10 Receiving discount more than one line
5-16 Identity Verification form not returned.
Renewal
24-8 Renewal not returned.
21-6 Non-deliverable address. (Bad address initial
hard denial)
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Top Denial Codes – Wireline
Oct. 2016 – Sept. 2017
29
24-876%
24-225%
24-74%
Others15%
Renewal
8-972%
8-257%
8-34%
Others17%
Application
Denial total - 58,545
Top 5 denials - 83.18% of total
Denial total - 53,946
Top 5 denials - 84.64% of total
Application
8-9 Application not returned.
8-25 No documents for qualifying program.
8-3 No documents for income.
Renewal
24-8 Renewal not returned.
24-22 Missing initials for 'No one else in my household
is receiving California LifeLine discounts.
24-7 Signature on the form does not match
applicant's name
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Returned Mail
Oct. 2016 – Sept. 2017
40749
43975 41815 40131 39295 44692 39870 46315 53703 40080 56629
55294
723,360
790,513
742,428 738,925699,569
802,226732,829
837,337
736,810
636,094748,930
623,615
5.63% 5.56% 5.63%5.43%
5.62% 5.57% 5.44% 5.53%
7.29% 6.30%
7.56%
8.87%
0.00%
1.00%
2.00%
3.00%
4.00%
5.00%
6.00%
7.00%
8.00%
9.00%
10.00%
0
100000
200000
300000
400000
500000
600000
700000
800000
900000
Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17
Total Returned Total Mailed % Returned
30
On June 1st,
Transfer Postcard
changed to Transfer
Letter
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Call Center Throughput
Oct. 2016 – Sept. 20173
14
,46
6
29
4,7
87
29
6,1
54
27
1,3
67
26
1,5
67
30
9,5
03
27
4,3
62
29
0,2
74
28
1,6
28
22
2,7
29
25
1,8
78
23
2,2
53
78
,93
6
75
,59
4
73
,94
7
78
,27
2
69
,59
9
78
,66
2
67
,57
7
77
,84
6
73
,93
2
71
,07
8
76
,05
5
67
,77
4
3.5
2.7
2.0
2.4 2.5
2.7 2.5 2.5
2.3 2.42.3
2.6
0.0
0.5
1.0
1.5
2.0
2.5
3.0
3.5
4.0
0
50,000
100,000
150,000
200,000
250,000
300,000
350,000
Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17
# of Forms Call Volume Processing Days
31
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Call Center Volumes (English and Spanish)
Oct. 2016 – Sept. 201762,7
16
59,9
44
59,0
49
61,7
88
55,1
81
61,8
58
53,4
65
61,7
76
59,1
22
56,9
78
61,2
85
54,6
18
13,6
00
13,3
74
12,6
84
14,3
97
12,6
85 14,8
37
12,1
72 1
3,6
11
12,8
39
12,2
73
12,7
91
11,0
73
0
10,000
20,000
30,000
40,000
50,000
60,000
70,000
80,000
90,000
Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17
English Spanish
32
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Call Center Volumes (Asian Languages)
Oct. 2016 – Sept. 2017
Chinese
Vietnamese
Korean
Tagalog
Japanese
2,620
2,2762,214
2,087
1,733
1,967 1,940
2,459
1,9711,827
1,9792,083
0
500
1,000
1,500
2,000
2,500
3,000
Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17
Chinese Vietnamese Korean Tagalog Japanese Cambodian Laotian Hmong Total
33
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Top Call Reasons
Oct. 2016 – Sept. 2017
34
Call Reason Volume
1. Check Status 175145
2. Needs denial letter explained 117669
3. Wireless question that had to be referred back to carrier 85765
4. Requests for general information 48273
5.Other questions
(customer assistance, resend form request, assist customer) 44015
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35
Volume of Inter-Carrier Transfers
February to September 2017
103,926
116,837
105,697
116,526108,508
96,134
121,361
108,458
0
20,000
40,000
60,000
80,000
100,000
120,000
140,000
Feb. 1 to 28 Mar. 1 to 31 Apr. 1 to 30 May 1 to 31 Jun. 1 to 30 Jul. 1 to 31 Aug. 1 to 31 Sept. 1 to 30
Inter-Carrier Transfers
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36
Volume of Transfers by Status Code
February to September 2017
Transfer without a Freeze or
Exception
330,03674.41%Transfer using a
Service Failure
Exception
310.01%
Transfer using a Service
Address Exception
113,48525.59%
Transfer without a
Freeze or Exception
449,134100%
Pre-Launch of Discount
Transfer Freeze
Feb. 2017 – May 2017
Post-Launch of Discount
Transfer Freeze
Jun. 2017 – Sept. 2017
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37
Volume of Transfers with the Same or Different
Service Address Feb. to Sept. 2017
37
,14
8
40
,31
4
37
,16
0
40
,68
1
44
,18
7
52
,38
8
74
,67
8
66
,91
4
68
,15
0
77
,88
4
70
,36
4
77
,43
3
66
,25
8
45
,94
2
49
,35
5
43
,83
0
-
10,000
20,000
30,000
40,000
50,000
60,000
70,000
80,000
90,000
Feb. 1 to 28 Mar. 1 to 31 Apr. 1 to 30 May 1 to 31 Jun. 1 to 30 Jul. 1 to 31 Aug. 1 to 31 Sept. 1 to 30
Transfer (Different Address) Transfer (Same Address)
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38
Top Complaints/Questions about the
30-Day Enrollment Request Freeze & 60-Day Discount Transfer Freeze
Complaints
1. When they cancel their service with their service provider – why doesn’t this also
void the 60-day discount transfer freeze?Consumer states they qualify for the California LifeLine discounts and should be able to
transfer their discount to any other carrier if they are not happy with their current carrier and
therefore decide to cancel service. However, because they still have to complete their 60-day
discount transfer freeze they have to “put up” with a bad carrier or no carrier at all – some claim
they urgently need the phone and find it unfair to have to wait.
2. When a consumer calls in advising their information is being used fraudulently why
can’t the CA LifeLine Program do more besides referring them to the CPUC?Many consumers have called in advising their PII is being used fraudulently. They state their
wallet was stolen or that carrier’s sales reps are using it without their consent. Many times they ask
us to cancel accounts but if the account cannot be 100% verified (carrier uses different address,
DOB/SSN, etc.) we advise that we can’t and the consumer becomes extremely upset stating we
should do more and punish those who are committing the crime.
3. Why can’t I qualify for a service failure exception order if the service provider did not
do as they promised? A lot of carriers are advising they can port a phone number or they are advising their service is
better (e.g., better plans). When the consumer decides to go to this new carrier their number is not
ported and their plan is not what they were promised. The consumer feels this should be a good
reason to qualify for a service failure exception to transfer.
Questions
1. Why were these freezes implemented?
2. Why can’t California LifeLine provide me with a
handset replacement?
3. Can they file an appeal/complaint in regards to
the discount transfer freeze because they
experienced the following:
a.) Were not advised about these new rules;
b.) The service provider neither ported their number nor provided the promised service plan; or
c.) They were under the assumption they were applying with the same carrier they have current service with.
4. Why does California LifeLine refer them back to
service providers when the handset is broken?
5. Why can’t they transfer back to their original
service provider when they never asked to enroll
with another service provider?
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39
Improving Consumers’ Experience: Asking
Supplemental Questions During a Call
31
679
858
0 100 200 300 400 500 600 700 800 900 1000
Oct-17
Nov-17
Dec-17
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