Attachment 2 Historical Information.pdf

WWR Call Center Outreach and Support

M00264-21-R-0003

ATTACHMENT 2

HISTORICAL DATA

All historical data provided herein is for informational purposes only. Historical data may not be indicative of the level of effort required to fully satisfy the tasks required in the PWS.

Average monthly call volume over the past year:

WWCC: Out: 4901 In: 262 (based on June 2019 - May2020 data)

Peak call volume per day (incoming, Outgoing):

2019: 29 (on 26 Sept) incoming; 259 (on July 24th) outgoing

Peak call per time of day (M-F and weekend):

Incoming calls is between 1000-1600

Outgoing is targeted by best time to reach the Recovering Service Member (RSM) based on time zone; usually

1000-2200 ET.

Peak call volume per month of the year:

Peak incoming calls months are, January -February, and June-August.

Typical surge periods, if any, for incoming calls:

Surge periods are Thanksgiving, Christmas.

Average call volume on hourly basis Incoming and outgoing:

Incoming not tracked by the hour, but averages 30 a day; average of 15 Outgoing per hour.

Average handling / transaction time of each call (estimated to include time to research MCWIITS and make annotations once call is completed):

15 minutes (ranges from 5 minutes to +1 hr.) Ranges based on complexity, history of case, contact made, issues discussed, and other factor.

Historical volume of outgoing calls by month (for 2019):

Month Outbound Inbound

May 1379 92

Jun 3140 222

Jul 4866 304

Aug 4612 292

Sept 4844 257

Oct 4414 290

Nov 3852 175

Dec 4239 244

Attachment 2 Historical Data

Historical volume of contact via social media (2019):

Month FB Likes FB Pg. views Twitter Re-Tweets Twitter Likes

May 270 1068 222 568 Jun 270 2385 686 2946 Jul 225 984 177 643 Aug 205 904 45 188 Sept 224 854 88 241 Oct 206 898 78 202 Nov 208 1002 68 358 Dec 182 790 44 177

‘Contact’ definition:

When a Customer Care Representative (CCR) makes a call and talks with the RSM, resulting in a needs assessment or when a RSM calls and speaks with a CCR.

Contact % by category (VSI, SI, NSI):

Current 15 July 2020:

NSI- 57.98%

SI- 11.34%

VSI- 0.006 %

Unk- 29.95%

Historical staffing:

WWCC: PM, other supervisory, and IT: 5; NMCM: 4; CCR 11

Camp Lejeune: Supervisor: 1; NMCM: 1; CCR 2*

Camp Pendleton: Supervisor: 1; NMCM: 1; CCR 2*

FSR: 5 (MN, ID, KS, FL, NC)

* Identified need for additional CCR at Camp Pendleton and Camp Lejeune to address increased IDES cases.

Need 3 additional per location.

Historical FSR travel costs during 2019 for unrestricted travel:

Invoice WWCC_005 Inv Date 8/14/2020 Amount $1,410.97 1 FSR

Invoice WWCC_009 Inv Date 12/16/2020 Amount $ 1,738.47 3 FSR Healthcare (DISC/FSR training)

During surge operations this will increase.

Attachment 2 Historical Data

Historical number of in-person visits by the FSR during 2019:

208 in-person visits with, and in support, of RSMs.

Historical amount of time an FSR spent with each case:

Average is 7.45 hrs. as of 1 July 2020 (from DISC/FSR report).

2019 monthly emails received (chats not tracked):

List of equipment / systems provided by the Contractor:

WWCC: All staff, contractor provided PC, monitor, keyboard, mouse, CAC reader, VoIP telephone system, desk suite.

FSR: Contractor provided laptop.

List of equipment / systems provided by the Government:

Systems: Gov’t access to MCWIITS, WWR SharePoint, MCEN access.

Satellite Contact Centers: Gov’t Provided PC, phone, workspace, cell phones provided during COVID-19 pandemic (will continued to be provided).

May 441

Jun 1012

Jul 1401

Aug 1030

Sept 1116

Oct 1269

Nov 1153

Dec 1313