Draft Call Center and General Stats.pdf
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This document provides statistics and metrics for the Military OneSource call center and digital services for fiscal year 2022. Military OneSource saw increases in total contacts, phone calls, and live chats compared to the previous year. The top reasons for contacting Military OneSource were non-medical counseling, tax services, information and referral, and work-life support programs. Defense Personal Property System and MilTax saw high utilization of their digital services. By rank, most call center utilization came from E4-E6 service members, followed by E1-E3, E7-E9, O1-O3, O4-O6, and O7-O10. The related federal contract opportunity is an advance notice and invitation for a virtual industry day and due diligence sessions regarding the Military OneSource contract held by the General Services Administration Federal Acquisition Service Assisted Acquisition Services Federal Systems Integration and Management Center.
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Military OneSource Program Call Center and General Statistics
1) Break down of calls to call center versus on line searches
Military OneSource Call Center Call center overall utilization increased for FY22. There were 883,627 total contacts compared to 762,394 in FY21, an increase of 15.90%. Military OneSource managed 610,831 phone calls (including general information calls, calls resulting in cases being opened, and outbound calls for follow-up and satisfaction feedback) in FY22 compared to 476,782 calls in FY21, an increase of 28.12%. The average inbound call volume was 1,674 calls per day, and the average outbound call volume was 1,662 per day.
Overall utilization includes all non-medical counseling (face-to-face, telephonic, online, and video), financial counseling (face-to-face, telephonic, and video), telephonic tax counseling, and health and wellness coaching (telephonic, online, and video) as well as phone calls, emails, chats, and online registrations. The numbers reflect the total number of services rendered, not the total number of unique users.
Live Chat:
In FY22, Military OneSource received 97,956 live chat requests, an increase of 33.89% from the 73,162 live chat requests in FY21. Average monthly utilization for FY22 was 8,163, an increase of 33.89% from the FY21 average of 6,097 per month.
2) Utilization rate over the last 5 years:
• FY2018: 628,466
• FY2019: 689,558
• FY2020: 745,956
• FY2021: 762,394
• FY2022: 993,627
3) Metrics of each service offered (which services are most to least utilized):
Military OneSource Call Center The top five reasons to contact Military OneSource have not changed since FY21. The graph below illustrates the breakdown of reasons for calling and services requested.
MilitaryOneSource.mil (FY22) Military OneSource provides information and resources on military benefits and quality of life programs. The top 5 topics viewed on the Military OneSource website were related to:
Moving, content supporting those “new to the military,” the financial resource center, everything non-medical counseling and information for friends and extended family members of service members.
The top digital services offered include:
• Defense Personal Property System (DPS) high-value actions:
o Total clicks from MilitaryOneSource.mil to DPS: 2,436,812
• MilTax high-value actions:
o Tax returns: 274,928 o Tax calls: 38,827 o Telephonic tax sessions: 27,848 o Through “Tax season” (Jan. 1-Oct. 18, 2022), there were:
1,094,434 total page views and 551,548 sessions to tax-related content on MilitaryOneSource.mil.
337,258 clicks to "Log In to Start" and 25,952 clicks to "Create an Account" on the MilTax landing page.
• Domestic Abuse Victims Advocates (DAVA) Locator:
o Page views: 8,224 o Lookups: 6,974
• My Military OneSource App o App sessions: 399,247 o App downloads: 85,423
• Total product downloads: 60,805 o The top 5 downloaded products on the site were related to moving, military funeral honors, DOD ASYMCA Military Outreach Initiative and commissaries and exchange benefits.
83,059 75,775
35,831
30,804
16,589
76,237 72,569
27,549 19,425 13,381
20,000
40,000
60,000
80,000
100,000
Non-Medical Counseling SECO Tax Services Information & Referral Work-Life
Top 5 Reasons To Call Military OneSource
FY2022
FY2021
4) Of the 7 million users, do you have a breakdown by rank?
Military OneSource call center utilization by rank for FY22:
• E1-E3: 12%
• E4-E6: 53%
• E7-E9: 12%
• O1-O3: 11%
• O4-O6: 7%
• O7-O10: <1%
• W1-W5: <2%
• ROTC/Cadet: <1%
• Unknown: <1%
5) As this is confidential, what records are maintained in interactions?
The Military Community and Family Policy (MC&FP) electronic Case Management System (eCMS) is used to track services provided by Military OneSource that are referred through the call center. As a tool to evaluate program success, the system will provide reporting on program utilization and participant demographics.
Information about incoming calls is entered in the system primarily by triage consultants. They provide program information and referrals and refer Service members and their families to Military OneSource programs, or process crisis calls, depending on the needs of the caller.
Services that a caller may be referred include the following:
• Non-Medical Counseling
• Spouse Education and Career Opportunities (SECO)
• Wounded Warrior Specialty Consult
• Specialty Consult
• Tax Services
• Financial Counseling
• Health & Wellness Coaching
• Interpretation and Document Translation
File details come from the government source that posted it. Updated .