Exhibit A-January 2026 Dashboard.docx

108 KB Posted

Attached to
T3076- New Jersey Early Intervention Services (NJEIS)
Solicitation number
26DPP01332
Issued by
New Jersey

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Written by GovTribe AI ·

This is an Exhibit A dashboard document supporting the New Jersey Early Intervention Services (NJEIS) contract opportunity, providing performance metrics for the state's EIS Call Center operations. The document presents January 2026 call center data including monthly call totals, case volumes, and average queue wait times across multiple user categories (EIMS Users and Parents). The dashboard tracks performance across 12 reporting periods, with EIMS users generating between 662 and 1,015 monthly calls and parents generating between 64 and 111 calls, resulting in combined monthly totals ranging from 734 to 1,126 calls. Case totals during the measurement period ranged from 665 to 878 cases monthly, while average queue wait times remained consistent, fluctuating between approximately 0.00006 and 0.00023 in decimal format.

The document provides detailed categorization of case types and reasons for contact, including enrollment inquiries, family cost participation issues, billing questions, and general service inquiries. Case management system interactions are further broken down by subcategories such as data entry, deactivation/reactivation, evaluations, IFSP notes, user access issues, and document uploads. Family cost participation inquiries encompass documentation requests, payment processing, account balance disputes, and portal access concerns. The dashboard demonstrates comprehensive tracking of call center performance metrics and customer service categories, suggesting this exhibit serves as supporting documentation for monitoring service delivery standards and operational efficiency within the NJEIS program.

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Other files

File Type Posted
State-of-New-Jersey_Third-Party-Information-Security-Questionnaire_NDA_2024~1.pdf PDF
Attachment 1- Combined State of New Jersey Standard Terms and Conditions .pdf PDF
Attachment 2- Standard Procurement Forms Packet 4.22.2026.pdf PDF
T3076 Bid Solicitation 7.16.26.docx DOCX document
Attachment 3- T3076 State-Supplied Price Sheet 7.16.26~1.xlsx XLSX spreadsheet
T3076 Pre-Quote PowerPoint 7.17.26.pptx PPTX presentation

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New Jersey EIS Call Center Monthly Call Totals

EIMS Users

4568945717457484577845809458394587045901459314596245992460237681015872777859875719747910662725801Parents
45689457174574845778458094583945870459014593145962459924602391111827891847311064728781Totals
4568945717457484577845809458394587045901459314596245992460238591126954855950959792857974734812882

Monthly Case Totals

Cases 45689 45717 45748 45778 45809 45839 45870 45901 45931 45962 45992 46023 717 954 855 788 820 825 729 762 878 665 767 771

Monthly Average Queue Wait Time (AQWT) Totals

Time 45689 45717 45748 45778 45809 45839 45870 45901 45931 45962 45992 46023 2.3148148148148149E-4 1.0416666666666667E-4 5.7870370370370373E-5 5.7870370370370373E-5 1.3888888888888889E-4 1.1574074074074075E-4 6.9444444444444444E-5 9.2592592592592588E-5 6.9444444444444444E-5 6.9444444444444444E-5 8.1018518518518516E-5 9.2592592592592588E-5

Case Reasons January 2026

Case Management System EI BILLING Enrollment Family Cost Participation General Inquiries Other Service Logs 624 12 33 89 2 10 1

Case Management System categories January 2026

Data Entry Deactivation/Reactivation EIMS Connect Evaluations Family Cost Share FCP General Inquiries IFSP Notes/charts Portal/System inaccessible Reactive Child Reports Service Logs Therapist Uploaded Document User Access User name/Password 15 3 2 167 18 23 6 27 1 1 7 1 75 1 41 14 222 Case Management System/Sub-Category/Evaluation category january 2026

Inactivate Documents New Other Unable to enter 137 5 2 23 Case Management System/Sub-Category/IFSP category December 2025

Annual Deactivate Extension Periodic Telehealth Unable to enter Unable to Finalize Other 2 9 1 2 1 6 4 2 Case Management System/Sub-Category/Service Log category December 2025

Inactive Child Make Up Sessions Service Overlapping Services Removal Telehealth Unable to enter Void Other 3 1 1 1 2 51 4 4 Case Management System/Sub-Category/Username-Password category December 2025

Locked Out Other Reset Forgot Username/Password 110 14 81 29 Family Cost Participation categories january 2026

Documentation EIMS Connect Family Cost Share Guest Payment Other Parents Owed Payment Portal Access Reports Statement User name/Password 7 3 16 2 1 3 17 11 1 9 19 Family Cost Participation/Sub-Category/Family Cost Share category December 2025

Account Balance Dispute Family Income Other 6 6 1 3 Family Cost Participation/Sub-Category/Payment December 2025

Confirmation Misapplied Payment Parent Paid Receipts Unable to enter Void Other 14 1 1 1 1 1 1 Bid Solicitation #___________ Exhibit A

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