vCustomer Confidential April’ 09 – March’10 CGHS Helpline Performance Review

vCustomer Confidential Monthly Call and Analysis  Monthly call and Summary  Service level  Outbound Call Summary  Outbound Call Activity Analysis Monthly Queries Composition  Customer Query Composition  Monthly Query Analysis  Statewise Call Summary  Zone Wise Call Summary - Delhi Team Quality – April 09 – March 10 Opportunity Areas and Recommendations Review Agenda

vCustomer Confidential Monthly Calls Comparison MonthTotal Calls OfferedTotal Calls HandledCalls AbandonedAbandoned %Answered % April %97.30% May %70.80% June %85.22% July %92.38% August %87.24% September %94.40% October %89.71% November %94.56% December %96.29% January %98.29% February %98.39% March %97.26%

vCustomer Confidential Summary – Monthly Comparison Month Total s Offered s Answered Pending s Cummulative Open cases April7702 May June July August Septembe r October November December January February March The open case are those which are being sent to the Nodal Officers for clarifications and their replies were awaited. - The Difference in the number of s offered and handled are the pending s. - Received high volume during Aug till October where we had maximum pending s

vCustomer Confidential Zone Wise pending casesCount1 Week of Pendency2 Week of Pendency3 Week of pendency Head Quarter1010 Outside Delhi2011 Central Delhi0000 South Delhi7043 North Delhi6042 East Delhi2020 Total Open Cases Summary - March’10

vCustomer Confidential -Decline in the service level in the month of May’09 because of the high call volume in specific half hours -Consistent Improvement in the Handling capacity of the team. - December onwards we cross trained one associate so as to provide support at the time of crisis. -January Out bound Calling activity was also initiated to inform the beneficiaries regarding their plastic cards availability with the dispensaries. Service Level- Comparison

vCustomer Confidential Outbound Call Summary January – The outbound calling activity for Jungpura Dispensary conducted for the plastic cards March – The outbound activity for South Zone was conducted to inform the beneficiaries regarding their Plastic Cards

vCustomer Confidential SummaryTotalPercentage Informed the beneficiary % Unable to contact % Number Not Available1345.8% Received the cards2159.3% Does not need the cards170.7% Total % Outbound Call Summary- Jan’10 and March’10 SummaryTotalPercentage Informed the beneficiary17646% Unable to contact17144% Number Not Available246% Received the Cards92% Don't require the cards51% Total385100%

vCustomer Confidential Queries Category Composition Customer Queries marked as ‘Others’ include calls relating : E Mails enquiries (Feedback on the pendency of the cases) Test Calls (Twice or thrice daily) Misroute Calls/ Disconnections Query CategoryCountPercentage Plastic Cards % Misc % Medical Reimbursement Claims % CGHS Cards Procedures & Dependents Criteria % Complaints / Grievances % Permissions For Investigations % Procurement Of Medicines % Contact # of Officers % Procurement Of Imported Drugs920.29% Outside City Treatment Procedure970.31% Outside Country Treatment Procedure280.09% Home Visits By CGHS Doctors190.06% Referrals/Permissions for OPD/FU Treatment150.05% CPIO List/Procedure to apply under RTI Act % Others %

vCustomer Confidential Customer Queries Composition  Overview

vCustomer Confidential Customer Queries Composition  Overview

vCustomer Confidential Statewise Call Summary Count marked as “Others”: are rest of cities where the call count is less than 10 StateTotal Delhi21024 Haryana4023 Uttar Pradesh2940 Maharashtra955 Tamil Nadu482 West Bengal379 Karnataka309 Bihar324 Andhra Pradesh171 Punjab213 Others511

vCustomer Confidential Zone wise Summary - Delhi ZoneCount North Zone4784 South Zone4876 East Zone4634 West Zone3184 Central Zone3546 Total21024

vCustomer Confidential Team Quality – Monthly Comparison MonthsQuality Scores April88% May91.29% June93.42% July94.00% Aug95.17% Sept95.00% Oct92.77% Nov90.27% Dec90.00% Jan91.00% Feb94.30% March95.00% Consistent Increase in the quality scores till Oct 09 Two new associates were on board. One new associate cross trained. The associates are out of their Learning Curve and Since January 2010 we see an increasing trend in the scores

vCustomer Confidential Opportunity Areas And Recommendations Recommendations:  Website updation on a regular basis regarding the Mediclaim Status. Plastic Card Status, Contact Numbers of the Nodal officers, Rate list approved by CGHS  Regular responses from the concerned authorities to ensure timely closure of cases.  Tender information regarding the empanelment of the hospitals and the contact person’s information so that the same could be given to the caller.  Proper and Separate list of dispensaries related to Ayurvedic and Homeopathic.  Updated list of the ADs and the Nodal officers to be shared with the helpline team.  Staffing to be Increased for handling the increased volume (Inbound + outbound)  Minimise the abandonment %  Regular and Rigorous follow ups on the pending cases and escalations in order to reduce the pendency to zero. Opportunity Areas:

vCustomer Confidential Thank you!!