21 - Historical Data.xlsx

XLSX spreadsheet 21 KB Posted Oct 15, 2018

Attached to: Military OneSource - Deputy Assistant Secretary of Defense for Military Community and Family Policy
Solicitation number: 47QFCA19R0003
Issued by: General Services Administration Federal Acquisition Service Assisted Acquisition Services Federal Systems Integration and Management Center

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21 - Historical Data.xlsx

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Sheet1

CALL CENTER

Military OneSource Utilization

OCT

NOV

DEC

JAN

FEB

MAR

APR

MAY

JUN

JUL

AUG

SEP

TOTAL

FY 2016 Telephone Activity
General Information Phone Calls	7,248	6,080	6,435	9,459	9,710	8,980	8,709	7,477	6,877	7,737	8,073	7,841	94,626
Cases Opened by Phone	23,143	20,652	22,910	28,403	27,090	26,650	25,631	22,910	21,978	25,265	28,079	21,972	294,683
Follow-Up Attempts	7,511	6,658	6,679	6,525	7,905	8,020	7,475	6,839	6,573	6,013	7,708	7,319	85,225
Total Phone Contacts	37,902	33,390	36,024	44,387	44,705	43,650	41,815	37,226	35,428	39,015	43,860	37,132	474,534
Average Per Day	1,223	1,113	1,162	1,432	1,542	1,408	1,394	1,201	1,181	1,259	1,415	1,238	1,297
Total Outbound Calls	33,466	31,667	32,373	32,436	33,112	35,898	35,516	31,225	31,577	33,179	38,137	36,759	405,345
Average Outbound Calls Per Day	1,080	1,056	1,044	1,046	1,142	1,158	1,184	1,007	1,053	1,070	1,230	1,225	1,108

FY 2016 Non-Medical Counseling
Referrals to In-Person Counseling	3,974	3,578	3,361	3,745	3,703	3,903	3,582	3,378	3,413	3,249	4,107	3,938	43,931
In-Person Counseling Sessions Conducted	11,744	11,662	12,653	13,040	13,010	14,329	13,194	13,118	12,457	12,469	11,641	13,034	152,351
Referrals to Telephonic Counseling	170	180	163	169	168	208	202	225	206	192	239	203	2,325
Telephonic Counseling Sessions Conducted	757	832	739	866	980	898	817	956	986	1,086	903	1,009	10,829
Referrals to Web-Based Counseling	56	59	54	49	51	55	48	54	60	53	51	62	652
Web-Based Counseling Sessions Conducted	129	140	161	125	134	174	123	140	175	199	117	144	1,761
Referrals to Video-Based Counseling	48	42	43	69	62	64	52	62	74	68	71	79	734
Video-Based Counseling Sessions Conducted	166	175	182	197	249	235	219	153	242	285	195	266	2,564

FY 2017 Telephone Activity
General Information Phone Calls	6,737	6,276	5,645	7,640	7,508	7,541	7,156	5,789	5,915	5,412	5,883	5,202	76,704
Cases Opened by Phone	17,447	16,510	16,506	22,854	20,283	21,553	19,839	18,167	16,255	18,021	22,573	15,576	225,584
Follow-Up Attempts	6,513	6,850	5,883	7,441	7,381	8,014	7,117	7,773	7,701	7,165	8,453	7,605	87,896
Total Phone Contacts	30,697	29,636	28,034	37,935	35,172	37,108	34,112	31,729	29,871	30,598	36,909	28,383	390,184
Average Per Day	990	988	904	1,224	1,256	1,197	1,137	1,024	996	987	1,191	946	1,069
Total Outbound Calls	38,319	36,228	33,678	35,208	33,808	36,845	36,912	39,206	35,965	38,229	45,166	37,043	446,607
Average Outbound Calls Per Day	1,236	1,208	1,086	1,136	1,207	1,189	1,230	1,265	1,199	1,233	1,457	1,235	1,224

FY 2017 Non-Medical Counseling
Referrals to In-Person Counseling	3,609	3,211	2,956	3,769	3,271	3,494	3,096	3,415	3,222	3,188	3,599	3,119	39,949
In-Person Counseling Sessions Conducted	11,320	11,673	11,113	12,372	12,161	12,830	11,682	12,360	11,306	10,462	12,466	10,733	140,478
Referrals to Telephonic Counseling	223	204	164	191	163	206	191	208	222	183	214	180	2,349
Telephonic Counseling Sessions Conducted	758	857	759	785	835	806	857	795	975	920	723	756	9,826
Referrals to Web-Based Counseling	47	47	28	56	45	47	45	47	44	40	39	32	517
Web-Based Counseling Sessions Conducted	139	140	99	133	110	146	121	137	161	198	137	96	1,617
Referrals to Video-Based Counseling	76	60	70	88	80	83	78	100	76	85	87	93	976
Video-Based Counseling Sessions Conducted	210	184	208	282	236	347	269	265	299	141	274	217	2,932
Total Counseling Sessions Provided

FY 2016 Translation Services - # of Documents	549	406	440	447	527	513	592	422	504	418	504	522	5,844
FY 2017 Translation Services - # of Documents	430	459	459	448	470	525	470	507	502	461	525	419	5,675

FY 2016 Financial Counseling
In-Person Counseling Sessions	13	13	16	14	22	23	24	14	17	22	24	13	215
Telephonic Counseling Sessions*	648	530	596	2,702	5,798	4,085	4,076	790	693	629	877	771	22,195
Video Counseling Sessions	27	13	20	14	16	19	18	16	23	22	13	18	219
Total Financial Sessions Provided
*Report did not say Tax Counseling was included.

FY 2017 Financial Counseling
In-Person Counseling Sessions	12	14	12	13	14	10	9	14	13	7	12	13	143
Telephonic Counseling Sessions*	695	667	591	2,628	4,887	4,327	4,499	686	715	665	703	563	21,626
Video Counseling Sessions	9	14	7	17	13	9	7	11	15	13	12	13	140
Total Financial Sessions Provided	716	695	610	2,658	4,914	4,346	4,515	711	743	685	727	589	21,909
*Telephonic modality includes both financial and tax counseling.

FY 2016 Health & Wellness Coaching
Telephonic Coaching Sessions	194	107	123	121	173	208	145	161	171	146	179	180	1,908
Web-Based Coaching Sessions	11	11	8	11	14	17	10	27	5	11	11	13	149
Video Coaching Sessions	20	31	23	22	24	17	16	17	16	14	34	38	272
Total Coaching Sessions Provided	225	149	154	154	211	242	171	205	192	171	224	231	2,329

FY 2017 Health & Wellness Coaching
Telephonic Coaching Sessions	225	205	148	204	171	219	206	269	202	182	190	139	2,360
Web-Based Coaching Sessions	5	6	5	6	2	6	0	7	10	9	13	7	76
Video Coaching Sessions	27	16	26	32	29	42	21	42	32	27	28	20	342
Total Coaching Sessions Provided	257	227	179	242	202	267	227	318	244	218	231	166	2,778

FY 2016 Wounded Warrior Consultations
New Cases	212	166	168	140	128	161	190	157	192	160	190	155	2019
Cases Resolved	188	137	140	110	103	135	141	137	145	143	183	152	1714
Incoming Calls Transferred from Military OneSource Consultant	207	156	166	119	175	126	194	185	195	167	207	177	2074
Outbound Calls	456	460	578	475	462	441	435	399	453	410	499	446	5514

FY 2017 Wounded Warrior Consultations
New Cases	131	114	93	125	74	68	72	84	70	76	65	52	1024
Cases Resolved	130	113	92	123	70	68	73	80	64	75	70	53	1011
Incoming Calls Transferred from Military OneSource Consultant	149	129	107	134	79	73	76	92	77	83	73	56	1128
Outbound Calls	367	338	252	336	247	239	203	265	339	333	330	255	3504
FY 2016 Tax Return Services
Complete Federal Tax Returns	221	7	55	23,699	47,866	26,050	27,982	664	476	249	205	177	127,651
Complete State Tax Returns	185	4	14	16,012	36,031	19,582	22,181	548	334	223	165	139	95,418
Total Tax Calls	163	124	167	2280	5251	3469	3561	255	216	195	250	213	16,144
FY 2017 Tax Return Services
Complete Federal Tax Returns	269	14	49	19,129	38,250	26,255	28,351	643	456	228	209	164	114,017
Complete State Tax Returns	225	15	17	13,680	30,370	20,747	23,147	523	344	186	174	126	89,554
Total Tax Calls	220	153	144	2167	4345	3784	4102	247	207	141	178	146	15,834

FY 2016 Educational Materials Units Ordered	11369	12277	9,690	9,613	10,698	14,666	13,166	14,567	11,274	12,071	15075	13094	147560
FY 2017 Educational Materials Units Ordered	10510	7782	4,935	5,645	7,334	8,871	8,835	7,711	8,065	5,968	8469	10481	94606
Spouse Education and Career Opportunities
FY 2016 Total Number of Transfers	10041	8363	10143	11091	8032	9757	9611	9972	9239	11662	12528	8920	119359
FY 2017 Total Number of Transfers	7597	6964	7332	9132	6396	7739	6759	8038	6803	8173	11256	6654	92843
MILITARY ONESOURCE STATE CONSULTANT
On Demand Event Support
FY 2017
Events Receiving Military OneSource State Consultants Support	Events Receiving Other Staff/Contractor Support	Total Events	Event Attendees	Briefings
1,132	432	1,564	773,435	847
FY 2016
Events Receiving Military OneSource State Consultants Support	Events Receiving Other Staff/Contractor Support	Total Events	Event Attendees	Briefings
1,145	337	1,482	466,830	1,002
Community Capacity-(activities conducted by Military OneSource State Consultants to develop and utilize collaborative relationships to meet the needs of the military community)

Community Capacity	Community Capacity Activities	Community Capacity Attendees
FY2016	13,931	251,495
FY2017	18,112	291,388
Direct Support (Direct Support from contacts that provide assistance with meeting a service member's, family member's, military couple's, or military family’s personal needs)
Direct Support	Information &

Referral

Encounters	Information & Referral Attendees	Professional
Support Encounters	Professional
Support Attendees	Total Direct Support Activities	Total Direct Support Attendees
	FY2016	2406	24318	475	590	2881	24908
	FY2017	3197	48601	532	687	3729	49288

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