Attachment_3_-_Workload_Historicals.xlsx

XLSX spreadsheet 18 KB Posted Aug 3, 2018

Attached to: Medical Referral Operations Center Services Federal contract opportunity
Solicitation number: FA558718Q0039
Issued by: Department of the Air Force United States Air Forces in Europe - Air Forces Africa

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Attachment 3 - Workload historicals

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Other files for this federal contract opportunity

Other files attached to Medical Referral Operations Center Services, newest first.
File	Type	Posted
FA558718Q0039_-_Updated.pdf	PDF	Aug 20, 2018
Attachment_2_-_Quote_Sheet.docx	DOCX document	Aug 3, 2018
Attachment_1_-_PWS.pdf	PDF	Aug 3, 2018
FA558718Q0039_-_Final.pdf	PDF	Aug 3, 2018

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Appointment Line

	Apr-16	May-16	Jun-16	Jul-16	Aug-16	Sep-16	Oct-16	Nov-16	Dec-16	Jan-17	Feb-17	Mar-17	Apr-17	May-17	Jun-17	Jul-17	Aug-17	Sep-17	Oct-17	Nov-17	Dec-17	Jan-18	Feb-18	Mar-18	Apr-18	May-18
Central Line
Service Level (90% or higher)	91.0%	92.0%	95.0%	85.0%	96.0%	98.0%	98.3%	97.0%	94.0%	96.1%	98.1%	97.6%	95.5%	87.3%	85.2%	85.4%	90.9%	90.3%	87.1%	78.5%	75.2%	78.4%	84.8%	75.6%	86.1%	61.4%
% Abandoned (8% or lower)	12%	8%	6%	11%	7%	4%	4%	5%	10%	9%	9%	6%	4%	8.5%	8.8%	13.8%	7.4%	10.4%	9.7%	15.5%	16.3%	9.7%	8.4%	12.2%	5.9%	18.6%
Average Speed of Answer (45 sec. or less)	28	25	20	41	17	9	9	14	24	30	28	22	14	33	38	37	24	25	34	59	60	55	42	67	37	135
Average Talk Time (180 sec. or less)	109	114	116	117	122	117	105	98	108	110	123	138	142	159	171	179	154	153	141	153	155	156	145	147	143	154
Calls Received	6349	6220	6279	5664	6350	5956	6012	6046	5046	6843	5807	6140	5238	5701	5350	5314	5960	5537	6325	6350	6010	7269	6596	7261	6652	7386
OBGYN
Service Level (90% or higher)	86%	89%	87%	88%	86%	84%	85%	83%	96.8%	95.7%	98.6%	97.6%	92.7%	85.9%	83.9%	85.5%	89.8%	87.0%	86.3%	78.8%	74.7%	77.5%	81.7%	76.9%	89.7%	62.1%
% Abandoned (8% or lower)	11%	9%	11%	7%	9%	14%	17%	21%	6.2%	6.6%	4.0%	3.1%	1.7%	3.9%	6.3%	10.3%	5.3%	6.9%	5.4%	17.2%	15.0%	8.8%	6.0%	10.9%	5.3%	22.2%
Average Speed of Answer (45 sec. or less)	44	32	31	34	40	48	44	55	19	31	27	24	20	38	40	34	23	35	34	59	69	54	45	70	31	120
Average Talk Time (180 sec. or less)	139	141	139	131	161	181	184	193	126	151	167	170	177	200	223	253	183	184	164	181	177	180	165	175	170	180
Calls Received	625	676	698	693	747	717	811	735	532	669	574	618	528	592	490	407	468	436	462	518	433	546	435	505	524	492
Central Line
Calls Answered	5605	5705	5910	5016	5904	5717	5789	5761	4528	6205	5307	5788	5031	5214	4880	4579	5517	4959	5714	5364	5029	6562	6043	6374	6262	6013
Calls Abandoned	744	514	368	648	446	239	223	284	518	638	500	352	207	487	470	735	443	578	611	986	981	707	553	887	390	1373
Calls Answered w/in 90 Seconds	5128	5233	5586	4273	5640	5630	5689	5558	4257	5963	5207	5649	4805	4553	4158	3911	5016	4479	4976	4208	3780	5146	5125	4820	5390	3692
OBGYN
Calls Answered	554	618	622	643	677	615	670	583	499	625	551	599	519	569	459	365	443	406	437	429	368	498	409	450	496	375
Calls Abandoned	71	58	76	50	70	102	141	151	33	44	23	19	9	23	31	42	25	30	25	89	65	48	26	55	28	109
Calls Answered w/in 90 Seconds	474	551	540	563	584	519	568	483	483	598	543	582	481	489	385	312	398	353	377	338	275	386	334	346	445	233

Total Calls Received	6974	6896	6977	6357	7097	6673	6823	6781	5578	7512	6381	6758	5766	6293	5840	5721	6428	5973	6787	6868	6443	7815	7031	7766	7176	7878
Total Calls Answered	6159	6323	6532	5659	6581	6332	6459	6344	5027	6830	5858	6387	5550	5783	5339	4944	5960	5365	6151	5793	5397	7060	6452	6824	6758	6388
Total Calls Abandoned	815	572	444	698	516	341	364	435	551	682	523	371	216	510	501	777	468	608	636	1075	1046	755	579	942	418	1482
Total Calls Answered w/in 90 seconds	5602	5784	6126	4836	6224	6149	6257	6041	4740	6561	5750	6231	5286	5042	4543	4223	5414	4832	5353	4546	4055	5532	5459	5166	5835	3925
Total Abandoned Percentage	11.7%	8.3%	6.4%	11.0%	7.3%	5.1%	5.3%	6.4%	9.9%	9.1%	8.2%	5.5%	3.7%	8.1%	8.6%	13.6%	7.3%	10.2%	9.4%	15.7%	16.2%	9.7%	8.2%	12.1%	5.8%	18.8%
Total Service Level Percentage	91.0%	91.5%	93.8%	85.5%	94.6%	97.1%	96.9%	95.2%	94.3%	96.1%	98.2%	97.6%	95.2%	87.2%	85.1%	85.4%	90.8%	90.1%	87.0%	78.5%	75.1%	78.4%	84.6%	75.7%	86.3%	61.4%

	17-Nov	17-Dec	18-Jan	18-Feb	18-Mar
Referral Management
Service Level (90% or higher)	60.80%	68.90%	57.10%	49.70%	61.30%
% Abandoned (8% or lower)	55.70%	58.60%	47.60%	45.60%	45.60%
Average Speed of Answer (45 sec. or less)	148	204	167	179	167
Average Talk Time (180 sec. or less)	132	126	113	120	112
Calls Received	323	249	338	281	294

Referral Management
Calls Answered	143	103	177	153	160
Calls Abandoned	180	146	161	128	134
Calls Answered w/in 90 Seconds	87	71	101	76	98

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