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Agenda Item
ASR
Control 12-001669 |
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MEETING DATE: |
01/15/13 |
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legal entity taking action: |
Board of Supervisors |
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board of supervisors
district(s): |
All Districts |
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SUBMITTING
Agency/Department: |
Social Services Agency (Approved) |
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Department contact
person(s): |
Debra Baetz (714) 541-7766 |
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Brian Clark (714) 245-6046 |
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Subject:
Automated Call Distribution
Services-Social Services Agency
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ceo Concur |
County
Counsel Review |
Clerk of the Board |
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Concur |
Approved Agreement to Form |
Discussion |
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3 Votes Board Majority |
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Budgeted: Yes |
Current Year Cost:
$ 332,822 |
Annual Cost:
FY 2012-13 $332,822 |
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Staffing Impact: No |
# of Positions:
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Sole Source:
N/A |
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Current Fiscal Year Revenue: N/A |
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Funding Source: GF:
3%, FED: 50%, State: 47% |
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Prior Board Action: 6/22/2010#89,
1/24/2012#37 |
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RECOMMENDED ACTION(S):
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Authorize the County Purchasing Agent, or his authorized Deputy to execute Amendment to Agreement MA-063-12011048 to renew as MA 063-13010817 with SBC Global Services, Inc. DBA AT&T Global Services for Automated Call Distribution services per the terms and conditions of the State of California, CALNET 2 Agreement 5-06-58-21 (DTS 06E1391) and the revised Statement of Work, commencing on January 30, 2013 through January 29, 2014 in an amount not to exceed $873,561, per Board policy. |
SUMMARY:
Approval of Agreement MA-063-13010817 with SBC Global Services, Inc. DBA AT&T Global Services for continuation and expansion of Automated Call Distribution services which are required to operate the Customer Service Center and ensure performance mandate compliance for the Medi-Cal and CalFresh Programs.
BACKGROUND INFORMATION:
In November 2010, SSA implemented a Customer Service Center utilizing an Automated Call Distribution (ACD) system which provides more effective customer service and case management practice by automatically directing incoming calls to assigned Call Agent/Eligibility staff (CAETs). These staff are available to immediately answer questions, provide information and process eligibility changes. A complete and successful implementation of the Service Center has occurred in four of SSA's regional offices.
This successful model is now expanding to accommodate anticipated caseload growth. The transition of the Healthy Families to Medi-Cal will begin January 1, 2013 and involves the transitioning of 81,693 active cases into the Service Center. Due to this and other changes in Medi-Cal regulations, SSA is projecting a 20% increase in call volume and 20% increase in toll charges during the one year term of the contract.
In order to meet this new demand and improve public service, two performance enhancements are included with this agreement. “Add Supervisor Queue” allows the calls to go to the supervisors when the volume of calls and wait time exceed a predetermined threshold.
The second enhancement is “Virtual Hold” which gives the caller the option to stay on hold in the queue or to enter a call back number so they can be called back when their wait time has ended. This feature will reduce the number of calls waiting in the queue and will reduce the wait time for callers.
The State of California has established a CALNET 2 Agreement with SBC Global Services, Inc. DBA AT&T Global Services (AT&T) and its partners. SSA entered into an Agreement to purchase CALNET 2 Network Based ACD service from AT&T to establish a Service Center for Medi-Cal and CalFresh programs. AT&T and its partners are responsible for all equipment, equipment maintenance, software and software upgrades in the Agreement. The current Agreement MA-063-12011048 with AT&T approved by your Board on January 24, 2012, expires on January 31, 2013 and to ensure continuity of services shall be renewed for one additional year per the State of California CALNET 2 Agreement extended through January 29, 2014.
The Terms and Conditions, Indemnification clause and Insurance requirements of this Agreement are per the CALNET 2 Agreement that has been negotiated by the State of California with AT&T. The CALNET 2 Agreement is currently used by the County (CEO/IT) for voice and data services (ASR 07-002824 approved by the Board on January 15, 2008).
ANNUAL OUTCOMES:
· Covers approximately 153,000 active Medi-Cal and 66,122 CalFresh cases
· Currently staffed by 119 CAETs
· Successfully answered over 496,412 calls from November 29, 2011 through November 30, 2012
CONTINGENCY OF FUNDS:
The Contractor acknowledges funding or portions of funding for this Agreement may be contingent upon State and Federal budget approval; receipt of funds from, and/or obligation of funds by State of California or the Federal government to the County; and inclusion of sufficient funding for the services hereunder in the budget approval by the County's Board of Supervisors for the term of this Agreement. If such approval, funding or appropriations are not forthcoming, or are otherwise limited, the County may immediately terminate or modify this Agreement without penalty. This Agreement is a critical service need and authorization to proceed is recommended.
FINANCIAL IMPACT:
This contract is funded 3 percent by County, 47 percent by State and 50 percent by Federal funding sources. The Federal and State dollars are comprised of Medi-Cal and CalFresh funding allocations.
FY 2012-13 $332,822
FY 2013-14 $540,739
STAFFING IMPACT:
N/A
ATTACHMENT(S):
1) Amendment to Agreement MA-063-12011048 to renew as
MA-063-13010817
2) Revised Statement of Work and Pricing Schedule Detail