Historical Monthly Operational Status Reports.pdf

Historical Monthly Operational Status Reports

RFP No. HHS0015252

DPS 074-D Business Operations Plan Monthly Status Report – February 2022 (Version 0.1)

Date Issued: 03/14/2022

Issued To:

Texas Health and Human Services Access and Eligibility Services Document Processing Center

Table of Contents

DPC PERFORMANCE SUMMARY

1.0 DPC Production Summary

2.0 Key Performance Requirements (KPR)

3.0 Deliverable VARs & SAR Responses

4.0 Incidents and Outages

5.0 DPC Staffing Summary

6.0 Training Summary

7.0 Corrective Action

8.0 Issues and Risks

9.0 System/Process Initiatives

10.0 Appendix A

DPC Performance Summary

The DPC Operation continued to work towards meeting its key performance requirements (KPRs), including those associated with document processing accuracy and timeliness as well as image quality for month of February 2022. Operational deliverables have been completed and submitted to HHSC on time.

1.0 DPC Production Summary

For February 2022, the DPC received and processed 216,748 transactions for both ES and EB programs.

Week Ending February 5

Week Ending February 12

Week Ending February 19

Week Ending February 26

Week Ending February 28 Total

Program ES EB ES EB ES EB ES EB ES EB ES EB Transactions

Processed 33,010 360 49,922 2,110 50,747 1,815 62,328 2,385 13,614 457 209,621 7,127

Total Transactions 33,370 52,032 52,562 64,713 14,071 216,748

(Table 1.0 – February 2022 Transaction Volume - All Programs)

(Table 2.0 February 2022 –Total Transactions)

Trends by Mail Type

• Overall, the DPC has seen 26.77% decrease in total transaction from February 2021 to February 2022.

• February 2022 average daily transaction volume decreased by 4% from January 2022. Average daily transaction volume is an important measure of month-over-month volume.

ES & EB March

April

May

June

July

August

September

October

November

December

January

February

Transaction Total 326,587 246,970 228,547 258,629 214,541 209,169 200,769 196,183 186,215 226,777 250,374 216,748

Operational Days 23 22 20 22 21 22 21 20 19 22 20 18 Average Daily Transaction 14,199 11,226 11,427 11,756 10,216 9,508 9,560 9,809 9,801 10,308 12,519 12,042

(Table 3.0 – 2021 - 2022 Average Daily Transaction Volume in given month only)

Note: Operational Days equals “Total number of calendar days in a month/week when the Document Processing Center was working including Saturday and Sunday”

2.0 Key Performance Requirements (KPR)

Mail Processing Timeliness KPR:

February 5

Week Ending February 12

Week Ending February 19

Week Ending February 26

Week Ending February 28 Monthly Total KPR

Compliant?

Image Only Transactions 4,926 6,511 10,099 6,424 7 27,967 Yes Image Only % within 2 Days of receipt 100% 100% 100% 100% 100% 100 %

Non-Image Only Transactions 8,967 26,081 27,273 31,925 13,903 108,149 No Non-Image Only % in 0 Days 100% 100% 100% 81.15% 66.85% 90.17 % Non-Image Only % by 2nd business day of receipt 0% 0% 0% 18.85% 33.15% 9.83%

Returned Mail Transactions 19,477 19,440 15,190 26,364 161 80,632

Yes Returned Mail % within 2 Days of receipt 100% 100% 100% 100% 100% 100%

(Table 4.0 February 2022 – percentage processing as per KPR)

KPR Definitions:

o Image Only – Process 100% of Image Only mail within two business days of receipt by CONTRACTOR.

o Non-Image Only (Exception ES and EB Returned mail) – process 100% of Non-Image Only mail except for returned mail and Image

Only on the day of receipt by CONTRACTOR.

o Returned Mail (ES and EB) – process 100% of returned mail within two business days of receipt by CONTRACTOR.

Historical data on Mail Processing Timeliness KPR:

Inbound Mail Processing Timeliness

March

April

May

June

July

August

Sept

Oct

Nov

Dec

Jan

Feb

Non-Image Only % in 0 Days 99.97% 99.97% 99.95% 99.94% 99.96% 99.97% 99.95% 99.99% 99.94% 99.95% 98.08% 90.17%

Non-Image Only % One Day After Receipt 0.03% 0.03% 0.05% 0.06% 0.04% 0.03% 0.05% 0.01% 0.06% 0.05% 1.92% 9.83%

Returned Mail % within 2 Days of Receipt 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

Image Only % in 2 Days of Receipt 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

(Table 5.0 – 2021-2022 Mail processing timeliness)

Quality Assurance (QA) KPR:

The QA audit lags by two months as the sample is collected at end of the review month and then reviewed by Contractor followed by HHSC QA department. In the month of February 2022, the QA sample for December 2021 was reviewed and reported by Contractor. Due to COVID-19 pandemic strategies, HHSC QA reviews and resulting validations are paused effective with the February 2020 sample. HHSC QA reviews and resulting validations for February 2020 onwards will resume at a date to be determined by HHSC. The results below have been taken from HHSC PIMS.

KPR Service / Component SRI Audit

Criteria Performance Measure Quality Assurance Activity Results KPR Compliant?

Accuracy / Quality Services

DPC

Operations- Integrated

AC01

AC02

AC03

98% of inbound mail is processed accurately, as determined in accordance with HHSC-approved methodology & performance criteria.

Monthly retrospective audit by CONTRACTOR QA staff using DPC Operations-Integrated SRI.

100%

Yes

Imaging Accuracy / Quality Services

AC04

AC05

AC06

98% of imaging is processed accurately, as determined in accordance with HHSC-approved methodology & performance criteria.

Monthly retrospective audit by CONTRACTOR QA staff using DPC Operations-Integrated SRI.

99.2%

(Table 6.0 – December 2021 Quality Management Summary)

AC01 Was the document set accurately sorted by program?

AC02 Was the document set accurately sorted by document type?

AC03 Were Applications for Assistance (Form 1010) properly identified as expedited applications & handled according to policies & procedures?

AC04 Were all pages scanned?

AC05 Were Federal Tax Information (FTI) document(s) removed prior to being sent to Application Support (AS)?

AC06 Were all scanned images at least as legible as the hard copy?

Historical data on Quality Assurance (QA) KPR:

KPR Dec

Jan

Feb

Mar

April

May

June

July

August

Sept

Oct

Nov

Dec

5 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

7 100% 99.7% 99.7% 99.8% 99.8% 99.6% 99.7% 99.9% 99.8% 99.6% 99.6% 99.5% 99.2% (Table 7.0 – Historical Quality Management Summary)

KPR 16 – Routing Un-Imaged or Un-Identifiable Mail to HHSC: The State Submission Log maintained by the DPC verified that all un-imaged or un-identifiable mail was routed to HHSC in a timely manner. Please refer to the table below listing the type of documents sent or received from the State for processing in February 2022.

Document Type Documents Sent to HHSC – February 2022

Image Only 26

Managed Care Form 58 Returned for Postage 0

Misrouted Mail 52 Others 29

Unknown 0 Application 46

Redetermination 18 Star Worksheet 4

Missing Information 97

Returned Mail 2

Returned to Client 0

Changes 9

EB 1

Total 342 (Table 8.0 – February 2022 State Submission Log Summary)

3.0 Deliverable VARs & SAR Responses

Deliverable VARs

1. I02042022-774 January 2022 HUB Report VAR

2. I02072022-775 DP 046 Transition Phase Status Report VAR

3. I02072022-776 - KPR 14 – DPC Confidentiality Incident Report_02042022 from office with mail code 0896 VAR

4. I02142022-777 - DP 069-D - Monthly Operational Status Report - January 2022 VAR

5. I02142022-778 - DP_089-D_old_ID_DP_128 Quality_Assurance_Report_v0_1_December_2021

VAR

6. I02142022-779 DP 046 Transition Phase Status Report 02.14.22 VAR

7. I02172022-780 KPR 17 - KPR Report December 2021 VAR

8. I02212022-781 DP 046 Transition Phase Status Report 02.21.2022 VAR

9. I02282022-782 DP 046 Transition Phase Status Report 02.28.2022 VAR

10. I0228022-783 DP 109-D Initial Communication and Coordination Plan VAR

VARSAR Responses/VAR-SAR Follow-ups

1. I12152021C-331 Initial Contractor Contact for Project Kickoff of FY2022 Contractor LLC, DPS, Desk Review- Response 6

2. I01142022-769 KPR 17 - KPR Report December 2021 VAR – Response 1

3. I01312022B-340 Random Mail Sampling Report – January 2022 SAR Response 2

4. I01272022-773 DP 012 D Annual Update to Document Processing Procedure and Business

Process VAR - Response 1

5. I02072022B-340 Athens DPC DR Exercise - 2022

6. I02072022B-341 Winter Storm Landon February 3, 2022 SAR

7. I12232021B-333 ES Expedited Processing Updates SAR – Response 8

8. I12312021-760 Initial Curricula, Training Materials and Tools- Response 7

9. I02082022B-342 End of PHE SAR

10. I12152021C-331 Initial Contractor Contact for Project Kickoff of FY2022 Contractor LLC, DPS, Desk Review- Response 8

11. I01252022C-336 Contractor RCS DPS Contract Years 6 and 7 SAR - Response 2

12. I02102022C-343 DPC Returned Mail- Bluebonnet Post Office February 2022 SAR

13. I02102022B-344 Contractor Vendor Error Report January 2022 SAR

14. I02072022B-340 Athens DPC DR Exercise - 2022 - Response 1

15. I12152021C-331 Initial Contractor Contact for Project Kickoff of FY2022 Contractor LLC, DPS, Desk Review- Response 10

16. I02072022-777 DP 137-D Monthly Financial Statements ES - January 2022 VAR - Response 1

17. I01282022B-337 Frew Related Document Retention and Communication Obligations SAR –

Response 2

18. I02072022-775 DP 046 Transition Phase Status Report VAR - Response 1

19. I01282022C-338 DPC Returned Mail- Bluebonnet Post Office January 2022 SAR Response 2

20. I01032022-762 DP 083 KPR9 Annual BCDR Plan VAR- Response 6

21. I02142022-779 DP 046 Transition Phase Status Report 02.14.22 VAR- Response 1

22. I02172022C-346 DPC Returned Mail- Bluebonnet Post Office February 17, 2022 SAR

23. I02172022C-345 Sample Selection – FY2022 Contractor LLC, DPS, Desk Review – SAR

24. I02072022B-341 Winter Storm Landon February 3, 2022 SAR – Response 2

25. I02182022B-347 Depletion of PO Box 149025 BRM CONTRACTOR SAR

26. I12312021-760 Initial Curricula, Training Materials and Tools- Response 9

27. I02142022-777 DP 069-D - Monthly Operational Status Report - January 2022 VAR - Response 1

28. I12312021-759 DP 022 Training Plan VAR-Response 5

29. I02142022-777 DP 069-D - Monthly Operational Status Report - January 2022 VAR –

Response 3

30. I02172022-780 KPR 17 - KPR Report January 2022 VAR - Response 1

31. I01252022C-336 Contractor RCS DPS Contract Years 6 and 7 SAR - Response 4

32. I01272022-773 DP 012 D Annual Update to Document Processing Procedure and Business

Process VAR - Response 3.

33. I02222022C-348 Notification of Missed KPR 3 - Inbound Mail Timeliness January 2022

34. I02072022-775 DP 046 Transition Phase Status Report VAR - Response 3

35. I02142022-779 DP 046 Transition Phase Status Report 02.14.22 VAR- Response 3

36. I02102022C-343 DPC Returned Mail- Bluebonnet Post Office February 2022 SAR Response 2

37. I02212022-781 DP 046 Transition Phase Status Report 02.21.2022 VAR- Response 1

38. I02072022B-341 Winter Storm Landon February 3, 2022 SAR – Response 4

39. I12312021-759 DP 022 Training Plan VAR-Response 7

40. I02172022-780 KPR 17 - KPR Report January 2022 VAR - Response 3

41. I03312020B - 251 HHSC Quality Assurance Activities during COVID-19 SAR- Response 5

42. I02142022-778 DP_089D_old_ID_DP_128 Quality_Assurance_Report_v0_1_December_2021

VAR - Response 1

43. I02142022-779 DP 046 Transition Phase Status Report 02.14.22 VAR- Response 5

44. I02072022-775 DP 046 Transition Phase Status Report VAR - Response 5

45. I02212022-781 DP 046 Transition Phase Status Report 02.21.2022 VAR- Response 3

46. I02072022B-340 Athens DPC DR Exercise - 2022 - Response 3

47. I02282022B-349 Random Mail Sampling Report February 2022 SAR

4.0 Incidents and Outages

The table below lists the number of scanner outages reported.

Scanner # (Production MM-YYYY-Location)

Incident from Jan 2011 to Feb 2022

December

January

February 2022 Total

FUJITSU # 10

(10/2013-Austin) 13 1 2 - 16

FUJITSU # 11

(10/2013-Austin) 6 - 1 - 7

FUJITSU# 12

(10/2013-Athens) 13 - - - 13

FUJITSU# 13

(10/2013-Athens) 12 - - - 12

FUJITSU # 14

(10/2013-Athens) 9 - - - 9

FUJITSU # 15

(10/2013-Austin) 11 1 - - 12

FUJITSU # 16

(10/2013-Athens) 4 - - - 4

FUJITSU # 17

(10/2013-Austin) 7 - - - 7

FUJITSU # 18

(10/2013-Athens) 9 - - - 9

FUJITSU # 19

(10/2013-Athens) 8 - - - 8

FUJITSU # 20

(10/2013-Austin) 9 - - - 9

FUJITSU # 21

(10/2013-Austin) 1 - - 1 2

FUJITSU # 22

(10/2013-Athens) 8 1 - - 9

FUJITSU # 23

(10/2013-Austin) 5 1 - - 6

FUJITSU # 24

(10/2013-Athens) 9 - - - 9

FUJITSU # 25

(10/2013-Austin) 7 - - - 7

FUJITSU # 26

(10/2013-Athens) 15 - - - 15

FUJITSU # 27

(10/2013-Austin) 18 - - - 18

FUJITSU # 28

(10/2013-Austin) 10 - 1 - 11

FUJITSU # 29

(10/2013-Athens) 14 - - - 14

FUJITSU # 30

(10/2013-Austin) 7 - - - 7

FUJITSU # 31

(10/2013-Austin) 11 - - - 11

FUJITSU # 32

(10/2013-Austin) 2 1 1 - 4

FUJITSU # 33

(10/2013-Austin) 11 - - - 11

Total 219 5 5 1 230 (Table 9.0 – Outages and Incidents History)

5.0 DPC Staffing Summary

The table below summarizes DPC and PMO staff by end of month.

Position (DPC) Staffing Level

DPC Program and Production Manager 1

DPC Production Manager Assistant 1

Supervisor/Sr. Supervisor 2

Quality Control Technician 2

Prep Technician 18

Scan Technician 7

Data Entry Clerk/State Submissions 2

Admin. Assistant 1

Mailroom Technician/Lead 3

Training Specialist 1 PMO Team

(PM/QA/Reporting Coordinator) 1

Headcount Total 40

End of month FTE (Last Week) 37.91

(Table 10.0 – February 2022 DPC Headcount Staffing Levels) Note: End of month FTE excludes Director of Operations and PMO Manager.

Feb

Mar

Apr

May

June

July

Aug

Sept

Oct

Nov

Dec

Jan

Feb

DPC Headcount Beginning Month 39 41 47 42 43 42 40 41 35 35 33 32 35

Turnover 4 5 10 4 2 2 5 7 0 3 1 2 10 New Hire 6 11 5 5 1 0 6 1 0 1 0 5 12

DPC Headcount Ending Month 41 47 42 43 42 40 41 35 35 33 32 35 37

Turnover Rate (Turnover/Beginning Headcount) 10.3 % 14.6% 21.28% 9.5% 4.7% 4.76% 12.5% 17.1% 0.0% 8.5% 3.0% 3.0% 28.6%

Full-Time Equivalents (Last week of month) 51.36 41.92 41.60 38.45 32.80 34.85 35.08 32.04 30.32 29.38 33.48 44.33 37.91

Average Full-Time Equivalents 38.20 40.80 39.27 38.29 35.64 34.33 33.23 33.98 28.54 29.60 33.14 37.44 35.24 Training Week Ending

February 5 Week Ending February 12

Week Ending February 19

Week Ending February 26

Week Ending February 28 Monthly Total

As of February 28, 2022, the DPC headcount was 37, which is 28.6% more than January 2022.

(Table 11.0 – Monthly DPC Headcount and Attrition)

Note: Above table list employees housed at DPC only (PMO and Production). Employee (temporary or permanent) would be counted under headcount when:

1. Employee is on any kind of paid or un-paid leave

2. Employee has not resigned or released anytime during reporting month

6.0 Training Summary

The QA/Training department is responsible for DPC Document Processing training. The training includes the development and delivery of materials for new-hires, remediation, and updates to processes training.

The table below is a summary of the training conducted at the DPC. The count indicates number of staff that were trained.

PMT: HIPAA

PMT 1 8 3 2

DP Live Mail 1 8 9 5

On the Job

6 5 2 13

TSAP and H 1010 M Addendum

One on One Prep Coaching

1 1

One on One Scan Coaching

MCVE Review with Prep Staff

MCVE Review with Scan

Total 9 32 25 27 3 96

(Table 12.0 – February 2022 Training History)

7.0 Corrective Action

Below provided summary of vendor errors reported in last twelve months.

Vendor Issue Feb

March

April

May

June

July

August

Sept

Oct

Nov

Dec

Jan

Feb

EB Multi-client

ES Multi-client 36 38 22 46 45 47 39 41 44 29 23 48 79

Images Incorrectly Scanned (include TRS-SAVERR Imaging) - -

ES Documents scanned as EB Documents. - -

Failure to return original documents to client - -

Incorrectly handled misrouted mail - - - - 1 - - - 2 - 1 1 -

Document prepped incorrectly 3 8 4 2 11 3 3 6 5 6 5 7 5 Error is cited for Batch

6055/Digital DS processed downstream

Total 39 46 26 49 57 50 42 47 51 35 29 56 84 (Table 13.0 –2021-2022 Vendor Errors)

8.0 Issues and Risks

At the end of Jan/early Feb Contractor noticed a change in paper on a variety of forms. The documents received were on paper that was thinner than previous documents. This was brought to HHSC State Oversight’s attention.

One of HHSC’s print vendors came to the DPC and was shown samples of multiple forms demonstrating the previously thicker brighter paper versus the recent thinner blueish paper. Additionally, Fujitsu advised that their newer machines could accommodate thinner paper, but the current machines do not. Scan operators shared that the thinner paper requires additional time to identify and correct multiple multi feeds. Although Contractor continues to monitor this issue, there is an increase in multi-feed errors in January and February 2022.

9.0 System/Process Initiatives

No system/process initiatives to report.

10.0 Appendix A

Activities Count for Month of February 2022

Contaminated Mail 3

Original Returned to client 115

EBT Cards 8

Monthly Payments Handled 40 (Table 14.0 – February 2022 Miscellaneous Monthly Activities)

Status Report – March 2022 (Version 0.2)

Date Issued: 04/13/2022

Texas Health and Human Services

DPC PERFORMANCE SUMMARY

1.0 DPC Production Summary

2.0 Key Performance Requirements (KPR)

3.0 Deliverable VARs & SAR Responses

4.0 Incidents and Outages

5.0 DPC Staffing Summary

6.0 Training Summary

7.0 Corrective Action

8.0 Issues and Risks

9.0 System/Process Initiatives

10.0 Appendix A

including those associated with document processing accuracy and timeliness as well as image quality for month of March 2022. Operational deliverables have been completed and submitted to HHSC on time.

For March 2022, the DPC received and processed 294,754 transactions for both ES and EB programs.

March 5

Week Ending March 12

Week Ending March 19

Week Ending March 26

Week Ending March 31 Total

Program ES EB ES EB ES EB ES EB ES EB ES EB

Processed 55,795 2,018 56,827 2,072 70,304 1,743 63,097 1,452 40,680 766 286,703 8,051

Transactions 57,813 58,899 72,047 64,549 41,446 294,754

(Table 1.0 – March 2022 Transaction Volume - All Programs)

(Table 2.0 March 2022 –Total Transactions)

• Overall, the DPC has seen 7.20% decrease in total transaction from March 2021 to March 2022.

• March 2022 average daily transaction volume decreased by 2% from February 2022. Average daily

ES & EB April

May

June

July

August

September

October

November

December

January

February

March

Transaction Total 246,970 228,547 258,629 214,541 209,169 200,769 196,183 186,215 226,777 250,374 216,748 294,754

Operational Days 22 20 22 21 22 21 20 19 22 20 18 24 Average Daily Transaction 11,226 11,427 11,756 10,216 9,508 9,560 9,809 9,801 10,308 12,519 12,042 12,281

Note: Operational Days equals “Total number of calendar days in a month/week when the Document Processing Center was working

Eligibility Support vs Enrollment Broker 350,000

300,000

250,000

200,000

ES

EB

150,000

100,000

50,000

Feb-21 Mar-21 Apr-21 May-21 Jun-21 Jul-21 Aug-21 Sep-21 Oct-21 Nov-21 Dec-21 Jan-22 Feb-22 Mar-22

Tr an sa ct io n

Vo lu m e

3, 9, 2, ,0

5, ,3

8, 9, 8, 9, 4, 9, 8, ,6

0, ,2

3, 2, ,1

1, 8, 9, 7, 6, 8, (Table 4.0 March 2022 – percentage processing as per KPR) o Non-Image Only (Exception ES and EB Returned mail) – process 100% of Non-Image Only mail except for returned mail and Image

Only on the day of receipt by CONTRACTOR.

o Returned Mail (ES and EB) – process 100% of returned mail within two business days of receipt by CONTRACTOR.

Week Ending March 5

Week Ending March 12

Week Ending March 19

Week Ending March 26

Week Ending March 31 Monthly Total KPR

Compliant?

Image Only Transactions 8,055 8,541 8,498 6,791 6,918 38,803 Yes Image Only % within 2 Days of receipt 100% 100% 100% 100% 100% 100 %

Non-Image Only Transactions 19,345 23,583 34,208 28,527 9,204 114,867 Yes Non-Image Only % in 0 Days 100% 100% 100% 100% 100% 100% of receipt 0% 0% 0% 0% 0% 0%

Returned Mail Transactions 30,413 26,775 29,341 29,231 25,324 141,084 receipt 100% 99.94% 100% 100% 100% 99.99%

April

May

June

July

August

Sept

Oct

Nov

Dec

Jan

Feb

March

Non-Image Only % in 0 Days 99.97% 99.95% 99.94% 99.96% 99.97% 99.95% 99.99% 99.94% 99.95% 98.08% 90.17% 100%

Non-Image Only % One Day After Receipt 0.03% 0.05% 0.06% 0.04% 0.03% 0.05% 0.01% 0.06% 0.05% 1.92% 9.83% 0.00%

Returned Mail % within 2 Days of Receipt 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 99.99%*

Image Only % in 2 Days of Receipt 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

(Table 5.0 – 2021-2022 Mail processing timeliness) *sixteen (16) returned mail transactions received on March 9, 2022 scanned incorrectly with a receive date of

March 07, 2022.

The QA audit lags by two months as the sample is collected at end of the review month and then reviewed by Contractor followed by HHSC QA department. In the month of March 2022, the QA sample for January 2022 was reviewed and reported by Contractor. HHSC notified CONTRACTOR the monthly Quality Assurance samples from February 2020 through January 2022 are to be confidentially destroyed. These files were previously held due to COVID-19 impacts leading to an HHSC decision on pausing HHSC QA Activities. HHSC confirms HHSC QA activities will not occur on the February 2020 through February 2022 samples. The results below have been taken from HHSC PIMS.

AC03

98% of inbound mail is processed accurately, as determined in accordance with HHSC-approved methodology & performance criteria.

Monthly retrospective audit by CONTRACTOR

QA staff using DPC

Integrated SRI.

AC06

98% of imaging is processed accurately, as determined in accordance with HHSC-approved methodology & performance criteria.

Monthly retrospective audit by CONTRACTOR

QA staff using DPC

99.5%

(Table 6.0 – January 2022 Quality Management Summary)

AC03 Were Applications for Assistance (Form 1010) properly identified as expedited applications & handled according to policies & procedures?

AC04 Were all pages scanned?

AC05 Were Federal Tax Information (FTI) document(s) removed prior to being sent to Application Support (AS)?

KPR Jan

Feb

Mar

April

May

June

July

August

Sept

Oct

Nov

Dec

Jan

7 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

10 99.7% 99.7% 99.8% 99.8% 99.6% 99.7% 99.9% 99.8% 99.6% 99.6% 99.5% 99.2% 99.5%

KPR 9 – Routing Un-Imaged or Un-Identifiable Mail to HHSC: The State Submission Log maintained by the DPC verified that all un-imaged or un-identifiable mail was routed to HHSC in a timely manner. Please refer to the table below listing the type of documents sent or received from the State for processing in March 2022.

Document Type Documents Sent to HHSC – March 2022

Image Only 45

Managed Care Form 96 Returned for Postage 2

Misrouted Mail 86 Bills/Receipts/Voucher 2

Others 46 Unknown 2

Application 49 Redetermination 12 Star Worksheet 6

Missing Information 43

Returned Mail 16

Returned to Client 1

Changes 6

EB 2

Total 414 (Table 8.0 – March 2022 State Submission Log Summary)

1. I03012022-785 - DP 005-D Contract Monitoring Questionnaire VAR

2. I03012022-786 DP 038 D Initial Organizational Chart VAR

3. I03022022-787 DP 079 D Configuration Management Plan VAR

4. I03072022-788 DP 046 Transition Phase Status Report 03.07.2022 VAR

5. I03092022-789 February 2022 HUB Report VAR

6. I03112022-790 DPC Facility Plan - Lease VAR

7. I03142022-791 DPS 074 D Business Operations Plan Monthly Status Report VAR

8. I03142022-792 DP 046 Transition Phase Status Report 03.14.2022 VAR

9. I03142022-793 DPS 016 D Document Processing Procedures and Business Processes Updates

VAR

10. I03142022-794 KPR 21 KPR Report February 2022 VAR

11. I03152022-795 Approval for Mail pick up and processing on March 19, 2022 VAR

12. I03152022-796 DPS 139 D Monthly Financial Statements ES February 2022 VAR

13. I03152022-797 DP 089 Quality Assurance Report January 2022 VAR

14. I03162022-798 DP 131-D Final Accounting Policy Manual VAR

15. I03172022-799 DPS 089 D Initial Disaster Recovery and Business Continuity Plan VAR

16. I03172022-800 DPS 059 Readiness Assessment Plan VAR

17. I03172022-801 DPS 043 D HHSC DPC Transition Phase Work Plan VAR

18. I03172022-802 DP 121 D (KPR 22) Turnover Result Report VAR

19. I03212022-803 DP 046 Transition Phase Status Report 03.21.2022 VAR

20. I03212022-804 DPS 084 D Security Management Process Plan VAR

21. I03282022-805 DP 046 Transition Phase Status Report 03.28.22

22. I03302022-806 Approval for Mail pick up and processing on April 2, 2022 VAR

1. I02212022-781 DP 046 Transition Phase Status Report 02.21.2022 VAR - Response 5

2. I02142022-777 DP 069-D - Monthly Operational Status Report - January 2022 VAR - Response 5

3. I01282022C-338 DPC Returned Mail- Bluebonnet Post Office January 2022 SAR Response 4

4. I02172022C-346 DPC Returned Mail- Bluebonnet Post Office February 17, 2022 SAR Response 2

5. I02282022-782 DP 046 Transition Phase Status Report 02.28.2022 VAR - Response 1

6. I03312020B-251 HHSC Quality Assurance Activities during COVID-19 SAR- Response 7

7. I02282022B-349 Random Mail Sampling Report February 2022 SAR Response 2

8. I03042022C-350 Fujitsu Scanner Maintenance Agreements Renewal SAR

9. I02082022B-342 End of PHE SAR Response 2

10. I01252022C-336 Contractor RCS DPS Contract Years 6 and 7 SAR - Response 5

11. I03012022-786 DP 038 D Initial Organizational Chart VAR - Response 1

12. I02282022-782 DP 046 Transition Phase Status Report 02.28.2022 VAR - Response 3

13. I02182022B-347 Depletion of PO Box 149025 BRM CONTRACTOR SAR – Response 1

14. I03082022B-351 Contractor Vendor Error Report SAR February 2022

15. I03072022-788 DP 046 Transition Phase Status Report 03.07.2022 VAR - Response 1

16. I01252022C-336 Contractor RCS DPS Contract Years 6 and 7 SAR - Response 7

17. I02072022B-341 Winter Storm Landon February 3, 2022 SAR – Response 6

18. I01252022C-336 Contractor RCS DPS Contract Years 6 and 7 SAR - Response 9

19. I02282022-783 DP 109 Initial Communication and Coordination Plan VAR - Response 1

20. I03072022-788 DP 046 Transition Phase Status Report 03.07.2022 VAR - Response 3

21. I03142022C-352 Microsoft Windows 10 Security Update

22. I03012022-785 DP 005-D Contract Monitoring Questionnaire VAR - Response 1

23. I03012022-784 DP 142-D Tangible Net Worth Deliverable- Response 1

24. I02222022C-348 Notification of Missed KPR 3 - Inbound Mail Timeliness January 2022 Response 2

25. I03152022-795 Approval for Mail pick up and processing on March 19, 2022 VAR- Response

26. I03082022B-351 Contractor Vendor Error Report January 2022 SAR Response 2

27. I12312021-760 Initial Curricula, Training Materials and Tools- Response 11

28. I02072022B-340 Athens DPC DR Exercise - 2022 - Response 5

29. I03022022-787 DP 079 D Configuration Management Plan VAR- Response 1

30. I03152022-797 DP 089 Quality Assurance Report January 2022 VAR Response 1

31. I03142022-792 DP 046 Transition Phase Status Report 03.14.2022 VAR- Response 1

32. I03142022-794 KPR 21 KPR Report February 2022 VAR- Response 1

33. I03112022-790 DPC Facility Plan - Lease VAR- Response 1

34. I03142022-793 DPS 016 D Document Processing Procedures and Business Processes Updates VAR- Response 1

35. I03142022-791 DPS 074-D – Business Operations Plan Monthly Status Report – February 2022 VAR- Response 1

36. I03172022-800 DPS 059 Readiness Assessment Plan VAR Response 1

37. I03012022-784 DP 142-D Tangible Net Worth Deliverable- Response 2

38. I03152022-795 Approval for Mail pick up and processing on March 19, 2022 VAR- Response

39. I02282022-783 DP 109 Initial Communication and Coordination Plan VAR - Response 3

40. I02072022B-340 Athens DPC DR Exercise - 2022 - Response 7

41. I03152022-797 DP 089 Quality Assurance Report January 2022 VAR Response 3

42. I03142022C-352 Microsoft Windows 10 Security Update Response 3

43. I03142022-794 KPR 21 KPR Report February 2022 VAR - Response 3

44. I03252022C-353 Notification of Missed KPR 6 - Inbound Mail Timeliness February 22, 2022

45. I03252022C-354 Notification of Missed KPR 6 - Inbound Mail Timeliness February 28, 2022

46. I03162022-798 DP 131-D Final Accounting Policy Manual - Response 1

47. I03042022C-350 Fujitsu Scanner Maintenance Agreements Renewal SAR – Response 2

48. I03212022-804 DPS 084 D Security Management Process Plan VAR - Response 1

49. I03152022-796 DPS 139 D Monthly Financial Statements ES February 2022 VAR - Response

50. I03172022-802 DP 121 D (KPR 22) Turnover Result Report VAR - Response 1

51. I02222022C-348 Notification of Missed KPR 3 - Inbound Mail Timeliness January 2022 - Response 4

52. I03172022-801 DPS 043 D HHSC DPC Transition Phase Work Plan VAR - Response 1

53. I03212022-803 DP 046 Transition Phase Status Report 03.21.2022 VAR - Response 1

54. I03282022-805 DP 046 Transition Phase Status Report 03.28.2022 VAR - Response 1

55. I03312022B-355 Random Mail Sampling Report March 2022 SAR

56. I03172022-799 DPS 089 D Initial Disaster Recovery and Business Continuity Plan VAR - Response 1

57. I03112022-790 DPC Facility Plan - Lease VAR- Response 3

58. I03022022-787 DP 079 D Configuration Management Plan VAR - Response 1

59. I03022022-787 DP 079 D Configuration Management Plan VAR - Response 2

60. I03042022C-350 Fujitsu Scanner Maintenance Agreements Renewal SAR – Response 4

Incident from Jan 2011 to Dec 2021

January

February

March 2022 Total

FUJITSU # 10

(10/2013-Austin) 14 2 - - 16

FUJITSU # 11

(10/2013-Austin) 6 1 - - 7

FUJITSU# 12

(10/2013-Athens) 13 - - - 13

FUJITSU# 13

(10/2013-Athens) 12 - - - 12

FUJITSU # 14

(10/2013-Athens) 9 - - - 9

FUJITSU # 15

(10/2013-Austin) 12 - - - 12

FUJITSU # 16

(10/2013-Athens) 4 - - - 4

FUJITSU # 17

(10/2013-Austin) 7 - - - 7

FUJITSU # 18

(10/2013-Athens) 9 - - - 9

FUJITSU # 19

(10/2013-Athens) 8 - - - 8

FUJITSU # 20

(10/2013-Austin) 9 - - 1 10

FUJITSU # 21

(10/2013-Austin) 1 - 1 - 2

FUJITSU # 22

(10/2013-Athens) 9 - - - 9

FUJITSU # 23

(10/2013-Austin) 6 - - - 6

FUJITSU # 24

(10/2013-Athens) 9 - - - 9

FUJITSU # 25

(10/2013-Austin) 7 - - - 7

FUJITSU # 26

(10/2013-Athens) 15 - - - 15

FUJITSU # 27

(10/2013-Austin) 18 - - - 18

FUJITSU # 28

(10/2013-Austin) 10 1 - - 11

FUJITSU # 29

(10/2013-Athens) 14 - - - 14

FUJITSU # 30

(10/2013-Austin) 7 - - 1 8

FUJITSU # 31

(10/2013-Austin) 11 - - - 11

FUJITSU # 32

(10/2013-Austin) 3 1 - - 4

FUJITSU # 33

(10/2013-Austin) 11 - - - 11

Total 224 5 1 2 232

DPC Production Manager Assistant 1

Supervisor/Sr. Supervisor 2

Quality Control Technician 2

Prep Technician 17

Scan Technician 10

Data Entry Clerk/State Submissions 2

Admin. Assistant 1

Mailroom Technician/Lead 3

Training Specialist 1 PMO Team

(PM/QA/Reporting Coordinator) 1

Headcount Total 41

End of month FTE (Last Week) 35.08

(Table 10.0 – March 2022 DPC Headcount Staffing Levels)

As of March 31, 2022, the DPC headcount was 41, which is 13.5% more than February 2022.

Mar

Apr

May

June

July

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

DPC Headcount Beginning Month 41 47 42 43 42 40 41 35 35 33 32 35 37

Turnover 5 10 4 2 2 5 7 0 3 1 2 10 5 New Hire 11 5 5 1 0 6 1 0 1 0 5 12 9

DPC Headcount Ending Month 47 42 43 42 40 41 35 35 33 32 35 37 41

Turnover Rate (Turnover/Beginning Headcount) 14.6% 21.28

% 9.5% 4.7% 4.76% 12.5% 17.1% 0.0% 8.5% 3.0% 3.0% 28.6% 13.5%

(Last week of month) 41.92 41.60 38.45 32.80 34.85 35.08 32.04 30.32 29.38 33.48 44.33 37.91 35.08

Average Full-Time Equivalents 40.80 39.27 38.29 35.64 34.33 33.23 33.98 28.54 29.60 33.14 37.44 35.24 40.48

Note: Above table list employees housed at DPC only (PMO and Production). Employee (temporary or permanent) would be counted under headcount

1. Employee is on any kind of paid or un-paid leave

The QA/Training department is responsible for DPC Document Processing training. The training includes the

Training Week Ending

Week Ending March 12

Week Ending March 19

Week Ending March 26

Week Ending March 31 Monthly Total

PMT: HIPAA

PMT 1 1 2 1 3 8

DP Live Mail 5 2 4 3 6 20

On the Job 7 13 3 4 1 28

One on One Scan

MCVE Review with Prep

MCVE Review with Scan

Total 20 30 12 26 18 106 development and delivery of materials for new-hires, remediation, and updates to processes training.

The table below is a summary of the training conducted at the DPC. The count indicates number of staff that

(Table 12.0 – March 2022 Training History)

Vendor Issue March

April

May

June

July

August

Sept

Oct

Nov

Dec

Jan

Feb

Mar

ES Multi-client 38 22 46 45 47 39 41 44 29 23 48 79 113

Images Incorrectly Scanned (include TRS-SAVERR Imaging) -

ES Documents scanned as EB Documents. -

Failure to return original documents to client -

Incorrectly handled misrouted mail - - - 1 - - - 2 - 1 1 - 1

Document prepped incorrectly 8 4 2 11 3 3 6 5 6 5 7 5 11 Error is cited for Batch

Total 46 26 49 57 50 42 47 51 35 29 56 84 125

At the end of Jan/early Feb Contractor noticed a change in paper on a variety of forms. The documents received were on paper that was thinner than previous documents. This was brought to HHSC State Oversight’s attention.

One of HHSC’s print vendors came to the DPC and was shown samples of multiple forms demonstrating the previously thicker brighter paper versus the recent thinner blueish paper. Additionally, Fujitsu advised that their newer machines could accommodate thinner paper, but the current machines do not. Scan operators shared that the thinner paper requires additional time to identify and correct multiple multi feeds. Although Contractor continues to monitor this issue, there is an increase in multi-feed errors in January and February 2022.

Identified Risks

As part of DP 043-D Transition Phase Work Plan, Contractor requested review of two risks that have surfaced during the Transition Phase and is repeating those risks below. The first is a shared risk between Contractor and HHSC related to forecasting volumes of work expected to be processed at the DPC. The effects of the pandemic on HHSC policy are extensive, and there is uncertainty related to how volume estimates will be impacted when the end of the Public Health Emergency is declared, and HHSC begins the process of “unwinding” the interim policies. The second risk is Contractor’s to resolve and relates to DPC staffing. The macroeconomics of the economy and workforce have changed significantly compared to all previous years in which Contractor has worked at the DPC, with particular changes due to rising inflation, decreasing unemployment, and increasing competition for workers over the past few months.

These risks, in combination, have yielded some mail volumes that are outside of the range Contractor is staffed to process (e.g., The DPC received 18,220 Live mail transactions, the largest volume of Live mail transactions seen at the DPC in over 9 months, and 281% higher than the January 2022 average Live mail volume leading up to January 24th (6,475 transactions), and a workforce that is unwilling to accept an unpredictable work schedule with 12-15 hour workdays.

Contractor is working on a variety of initiatives to attract staff, and expand skill sets to provide flexibility in responding to the mix of work on any given day through salary adjustments, cross training, and offering fixed hours to some temporary workers in order to expand staffing. Our goal is to work with HHSC to refine the predictions for future work and lead an effort to attract the staff needed to support the process of awarding aid to the citizens of TX according to the defined procedures.

Risk Description Actual Mail Volumes Above Estimates and Updates to Estimates Needed as PHE Ends Status Open Date Reported March 17, 2022 Date Resolved Time from Report to Resolution

Mitigation Strategies / Activities

HHSC provides information on mailings, and the estimated count of items per mailing. The metrics Contractor traditionally applies to these numbers may not be valid as the PHE unwinds. Contractor requests any additional information HHSC can provide on their expectations for response to future mailings so the estimated volumes of work can be updated.

Contingency Plans

Issues Contractor has limited options to respond to peak days that exceed the forecasted rates.

Perhaps KPRs can be adapted, or suspended circumstances agreed to by HHSC and Contractor, thus allowing more flexibility in scheduling staff.

Resolution of Issues

Requested Corrective Actions by HHSC

Status of Corrective Actions

Risk Description Changes to Macroeconomics Impacting Contractor’s Ability to Hire and Retain Staff

Date Reported March 17, 2022 Date Resolved

Contractor is working on a variety of initiatives to attract staff, and expand skill sets to provide flexibility in responding to the mix of work on any given day through salary adjustments, cross training, and offering fixed hours to some temporary workers in order to expand staffing.

Contingency Plans Contractor is exploring the benefits of working on Saturdays, with a Saturday shift planned on March 19, 2022.

Issues As the contract is written, working on Saturday does not lessen Monday’s KPR requirements, and could increase the amount of work required on Monday if RM/IO mail picked up on Saturday isn’t completed on Saturday.

Resolution of Issues

Activities Count for Month of March 2022

Contaminated Mail 1

Original Returned to client 127

EBT Cards 13

Monthly Payments Handled 59 (Table 14.0 – March 2022 Miscellaneous Monthly Activities)

Status Report – April 2022 (Version 0.1)

Date Issued: 05/13/2022

Texas Health and Human Services

DPC PERFORMANCE SUMMARY

1.0 DPC Production Summary

2.0 Key Performance Requirements (KPR)

3.0 Deliverable VARs & SAR Responses

4.0 Incidents and Outages

5.0 DPC Staffing Summary

6.0 Training Summary

7.0 Corrective Action

8.0 Issues and Risks

9.0 System/Process Initiatives

10.0 Appendix A

including those associated with document processing accuracy and timeliness as well as image quality for month of April 2022. Operational deliverables have been completed and submitted to HHSC on time.

For April 2022, the DPC received and processed 282,869 transactions for both ES and EB programs.

Week Ending March 12

Week Ending March 19

Week Ending March 26

Week Ending March 31 Total

Program ES EB ES EB ES EB ES EB ES EB ES EB

Processed 5,933 4 73,136 3,725 57,357 1,913 70,527 1,503 66,809 1,962 273,762 9,107

Transactions 5,937 76,861 59,270 72,030 68,771 282,869

(Table 1.0 – April 2022 Transaction Volume - All Programs)

(Table 2.0 April 2022 –Total Transactions)

• Overall, the DPC has seen 30.59% increase in total transaction from April 2021 to April 2022.

• April 2022 average daily transaction volume increased by 9.68% from March 2022. Average daily

ES & EB May

June

July

August

September

October

November

December

January

February

March

April

Transaction Total 228,547 258,629 214,541 209,169 200,769 196,183 186,215 226,777 250,374 216,748 294,754 282,869

Operational Days 20 22 21 22 21 20 19 22 20 18 24 21 Average Daily Transaction 11,427 11,756 10,216 9,508 9,560 9,809 9,801 10,308 12,519 12,042 12,281 13,470

Note: Operational Days equals “Total number of calendar days in a month/week when the Document Processing Center was working

350,000

250,000

200,000

ES

EB

150,000

100,000

50,000

Mar-21 Apr-21 May-21 Jun-21 Jul-21 Aug-21 Sep-21 Oct-21 Nov-21 Dec-21 Jan-22 Feb-22 Mar-22 Apr-22

Tr an sa ct io n

Vo lu m e

2, ,0

9, 8, 9, 4, 9, 8, 8, 9, 7, 6, 8, 3, 9, (Table 4.0 April 2022 – percentage processing as per KPR) o Non-Image Only (Exception ES and EB Returned mail) – process 100% of Non-Image Only mail except for returned mail and Image

Only on the day of receipt by CONTRACTOR.

o Returned Mail (ES and EB) – process 100% of returned mail within two business days of receipt by CONTRACTOR.

Week Ending April 1

Week Ending April 9

Week Ending April 16

Week Ending April 23

Week Ending April 30 Monthly Total KPR

Compliant?

Image Only Transactions 1,757 9,162 10,230 8,470 8,874 38,493 No Image Only % within 2 Days of receipt 100% 59.62% 100% 100% 100% 85.81%

Non-Image Only Transactions 981 43,484 28,656 29,523 33,492 136,136 No Non-Image Only % in 0 Days 100% 45.40% 100% 99.997% 91.46% 89.58% of receipt 0% 54.60% 0% 0.003% 8.54% 10.42%

Returned Mail Transactions 3,199 24,215 18,822 34,037 26,405 108,240

No Returned Mail % within 2 Days of receipt 100% 64.44% 100% 100% 100% 85.58%

May

June

July

August

Sept

Oct

Nov

Dec

Jan

Feb

March

April

Non-Image Only % in 0 Days 99.95% 99.94% 99.96% 99.97% 99.95% 99.99% 99.94% 99.95% 98.08% 90.17% 100% 89.58%

Non-Image Only % One Day After Receipt 0.05% 0.06% 0.04% 0.03% 0.05% 0.01% 0.06% 0.05% 1.92% 9.83% 0.00% 10.42%

Returned Mail % within 2 Days of Receipt 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 99.99% 85.58%

Image Only % in 2 Days of Receipt 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 85.81%

The QA audit lags by two months as the sample is collected at end of the review month and then reviewed by Contractor followed by HHSC QA department. In the month of April 2022, the QA sample for February 2022 was reviewed and reported by Contractor. HHSC notified CONTRACTOR the monthly Quality Assurance samples from February 2020 through January 2022 are to be confidentially destroyed. These files were previously held due to COVID-19 impacts leading to an HHSC decision on pausing HHSC QA Activities. HHSC confirms HHSC QA activities will not occur on the February 2020 through February 2022

AC03

98% of inbound mail is processed accurately, as determined in accordance with HHSC-approved methodology & performance criteria.

Monthly retrospective audit by CONTRACTOR

QA staff using DPC

AC06

98% of imaging is processed accurately, as determined in accordance with HHSC-approved methodology & performance criteria.

Monthly retrospective audit by CONTRACTOR

QA staff using DPC

99.4%

(Table 6.0 – February 2022 Quality Management Summary)

AC03 Were Applications for Assistance (Form 1010) properly identified as expedited applications & handled according to policies & procedures?

AC04 Were all pages scanned?

AC05 Were Federal Tax Information (FTI) document(s) removed prior to being sent to Application Support (AS)?

KPR Feb

Mar

April

May

June

July

August

Sept

Oct

Nov

Dec

Jan

Feb

7 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100%

10 99.7% 99.8% 99.8% 99.6% 99.7% 99.9% 99.8% 99.6% 99.6% 99.5% 99.2% 99.5% 99.4%

KPR 9 – Routing Un-Imaged or Un-Identifiable Mail to HHSC: The State Submission Log maintained by the DPC verified that all un-imaged or un-identifiable mail was routed to HHSC in a timely manner. Please refer to the table below listing the type of documents sent or received from the State for processing in April 2022.

Document Type Documents Sent to HHSC – April 2022

Image Only 48 Managed Care Form 70 Returned for Postage 0

Misrouted Mail 119 Bills/Receipts/Voucher 4

Others 35 Unknown 0

Application 30 Redetermination 28 Star Worksheet 1

Missing Information 25

Returned Mail 6

Returned to Client 1 Changes 1

EB 0

Total 371

(Table 8.0 – April 2022 State Submission Log Summary)

1. I04012022-807 DPS 049 D HHSC DPC Facility and Business Structure Plan VAR

2. I04042022-808 DP 046 Transition Phase Status Report 04.04.22

3. I04042022-809 DPS 094-D (KPR 14) Major outage on FUJITSU Scanners at Kramer Location on April 4, 2022

4. I04072022-810 March 2022 HUB Report VAR

5. I04082022-811 DPS 039 Quarterly Org Chart April 2022 VAR

6. I04112022-812 DP 046 Transition Phase Status Report 04.11.22

7. I04132022-813 DPS 097 D Monthly Quality Management Plan February 2022 VAR

8. I04132022-814 DPS 028 D Training Delivery Completion and Status Report Jan-Mar 2022 VAR

9. I04132022-815 DPS 074-D – Business Operations Plan Monthly Status Report – March 2022

VAR

10. I04152022-816 DPS 139-D Monthly Financial Statements ES – March 2022 VAR

11. I04152022-817 DP 140 Income Statement 09.01.2021 to 01.31.2022 VAR

12. I04152022-818 DP 139 D Annual Financial Statement 09.01.2021 to 01.31.2022 VAR

13. I04152022-819 DP 144-D Quarterly Subcontractor Report of Allowable Costs-Q1 2022 VAR

14. I04152022-820 DPS 023-D Training Delivery Completion and Status Report – January 2022 VAR

15. I04152022-821 KPR 21 KPR Report March 2022 VAR

16. I04182022-822 DP 046 Transition Phase Status Report 04.18.2022 VAR

17. I04192022-823 - KPR 18 – DPC Confidentiality Incident Report_04182022 from office with mail code 9051 VAR

18. I04252022-824 DP 046 Transition Phase Status Report 04.25.2022 VAR

1. I12312021-760 Initial Curricula, Training Materials and Tools- Response 13

2. I03282022-805 DP 046 Transition Phase Status Report 03.28.2022 VAR - Response 3

3. I03212022-803 DP 046 Transition Phase Status Report 03.21.2022 VAR - Response 3

4. I04042022-808 DP 046 Transition Phase Status Report 04.04.2022 VAR - Response 1

5. I03142022-793 DPS 016 D Document Processing Procedures and Business Processes Updates VAR- Response 3

6. I03152022-797 DP 089 Quality Assurance Report January 2022 VAR Response 5

7. I04052022B-357 Plan to Remove Contractor Employees from Project and Portfolio Management Center (PPM) When Employment is Terminated - SAR

8. I03312022B-355 Random Mail Sampling Report March 2022 SAR Response 2

9. I04042022-809 DPS 094-D (KPR 14) Major outage on FUJITSU Scanners at Kramer Location on April 4, 2022 - Response 1

10. I04052022B-358 Validation Request for Audit of Network Access for Terminated Employees

SAR

11. I04052022C-356 Notification of Missed KPR 13 - Major System Outages Report SAR

12. I03172022-800 DPS 059 Readiness Assessment Plan VAR Response 3

13. I02072022B-340 Athens DPC DR Exercise - 2022 - Response 9

14. I03172020C-246 HHSC DPC - COVID-19 Business Continuity Measures SAR - Response 30

15. I04012022-807 DPS 049 D HHSC DPC Facility and Business Structure Plan VAR - Response 1

16. I03172020C-246 HHSC DPC - COVID-19 Business Continuity Measures SAR - Response 32

17. I03012022-785 DP 005-D Contract Monitoring Questionnaire VAR - Response 3.

18. I03012022-784 DP 142-D Tangible Net Worth Deliverable- Response 4

19. I03212022-804 DPS 084 D Security Management Process Plan VAR - Response 3.

20. I03172022-802 DP 121 D ( KPR 22) Turnover Result Report VAR - Response 3

21. I04082022-811 DPS 039 D Quarterly Updated Organization Chart – April 2022 VAR - Response 1

22. I03252022C-354 Notification of Missed KPR 6 - Inbound Mail Timeliness February 28, 2022 SAR Response 2

23. 03252022C-353 Notification of Missed KPR 6 - Inbound Mail Timeliness February 22, 2022 SAR Response 2

24. I04052022B-358 Validation Request for Audit of Network Access for Terminated Employees SAR Response 2

25. I04112022-812 DP 046 Transition Phase Status Report 04.11.22 VAR - Response 1

26. I03142022-793 DPS 016 D Document Processing Procedures and Business Processes Updates VAR- Response 5

27. I03172022-801 DPS 043 D HHSC DPC Transition Phase Work Plan VAR - Response 3

28. I12312021-760 Initial Curricula, Training Materials and Tools- Response 15

29. I04112022-812 DP 046 Transition Phase Status Report 04.11.22 VAR - Response 2

30. I03172022-799 DPS 089 D Initial Disaster Recovery and Business Continuity Plan VAR - Response 3

31. I03252022C-353 Notification of Missed KPR 6 - Inbound Mail Timeliness February 22, 2022 SAR Response 3

32. I03252022C-354 Notification of Missed KPR 6 - Inbound Mail Timeliness February 28, 2022 SAR Response 3

33. I04132022-814 DPS 028-D -Training Completion and Status Report Jan-Mar 2022 VAR - Response 1

34. I03022022-787 DP 079 D Configuration Management Plan VAR - Response 3

35. I04152022-820 DPS 023-D Training Delivery Completion and Status Report – January 2022 VAR - Response 1

36. I04132022-814 DPS 028-D -Training Completion and Status Report Jan-Mar 2022 VAR - Response 3

37. I04052022C-356 Notification of Missed KPR 13 - Major System Outages Report SAR Response

38. I04192022C-359 Notification of Missed KPR 5 - Inbound Mail Timeliness March 07, 2022 -

SAR

39. I04132022-813 DPS 097-D Monthly Quality Management Report February 2022 VAR - Response 1

40. I04192022B-360 Contractor Vendor Error Report March 2022 SAR

41. I04112022-812 DP 046 Transition Phase Status Report 04.11.22 VAR - Response 4

42. I04182022-822 DP 046 Transition Phase Status Report 04.18.2022 VAR - Response 1

43. I04132022-815 DPS 074-D – Business Operations Plan Monthly Status Report – March 2022 VAR Response 1

44. I04012022-807 DPS 049 D HHSC DPC Facility and Business Structure Plan VAR - Response 2

45. I04012022-807 DPS 049 D HHSC DPC Facility and Business Structure Plan VAR - Response 3

46. I03212022-804 DPS 084 D Security Management Process Plan VAR - Response 5

47. I04012022-807 DPS 049 D HHSC DPC Facility and Business Structure Plan VAR - Response 5

48. I04182022-822 DP 046 Transition Phase Status Report 04.18.2022 VAR - Response 3

49. I04152022-819 DP 144-D Quarterly Subcontractor Report of Allowable Costs-Q1 2022 VAR - Response 1

50. I04152022-818 DP 139 D Annual Financial Statement 09.01.2021 to 01.31.2022 VAR - Response 1

51. I04192022B-360 Contractor Vendor Error Report March 2022 SAR

52. I04252022B-361 Frew Related Document Retention and Communication Obligations SAR

53. I03042022C-350 Fujitsu Scanner Maintenance Agreements Renewal SAR - Response 6

54. I03112022-790 DPC Facility Plan - Lease VAR- Response 4

55. I04152022-817 DP 140 Income Statement 09.01.2021 to 01.31.2022 VAR - Response 1

56. I03012022-785 DP 005-D Contract Monitoring Questionnaire VAR - Response 5

57. I03042022C-350 Fujitsu Scanner Maintenance Agreements Renewal SAR - Response 8

Incident from Jan 2011 to Dec 2021

February

March

April 2022 Total

FUJITSU # 10

(10/2013-Austin) 16 - - - 16

FUJITSU # 11

(10/2013-Austin) 7 - - - 7

FUJITSU# 12

(10/2013-Athens) 13 - - - 13

FUJITSU# 13

(10/2013-Athens) 12 - - - 12

FUJITSU # 14

(10/2013-Athens) 9 - - - 9

FUJITSU # 15

(10/2013-Austin) 12 - - 1 13

FUJITSU # 16

(10/2013-Athens) 4 - - - 4

FUJITSU # 17

(10/2013-Austin) 7 - - - 7

FUJITSU # 18

(10/2013-Athens) 9 - - - 9

FUJITSU # 19

(10/2013-Athens) 8 - - - 8

FUJITSU # 20

(10/2013-Austin) 9 - 1 - 10

FUJITSU # 21

(10/2013-Austin) 1 1 - - 2

FUJITSU # 22

(10/2013-Athens) 9 - - - 9

FUJITSU # 23

(10/2013-Austin) 6 - - - 6

FUJITSU # 24 9 - - - 9

(10/2013-Athens)

FUJITSU # 25

(10/2013-Austin) 7 - - - 7

FUJITSU # 26

(10/2013-Athens) 15 - - - 15

FUJITSU # 27

(10/2013-Austin) 18 - - - 18

FUJITSU # 28

(10/2013-Austin) 11 - - 1 12

FUJITSU # 29

(10/2013-Athens) 14 - - - 14

FUJITSU # 30

(10/2013-Austin) 7 - 1 - 8

FUJITSU # 31

(10/2013-Austin) 11 - - - 11

FUJITSU # 32

(10/2013-Austin) 4 - - 1 5

FUJITSU # 33

(10/2013-Austin) 11 - - - 11

Total 229 1 2 3 235

DPC Production Manager Assistant 1

Supervisor/Sr. Supervisor 2

Quality Control Technician 3

Prep Technician 15

Scan Technician 10

Data Entry Clerk/State Submissions/Original Spec. 3

Admin. Assistant 1

Mailroom Technician/Lead 3

Training Specialist 1 PMO Team

(PM/QA/Reporting Coordinator) 1

Headcount Total 41

End of month FTE (Last Week) 43.80

(Table 10.0 – April 2022 DPC Headcount Staffing Levels)

As of April 30, 2022, the DPC headcount was 41, which is 19.5% more than March 2022.

Apr

May

June

July

Aug

Sept

Oct

Nov

Dec

Jan

Feb

Mar

Apr

DPC Headcount Beginning Month 47 42 43 42 40 41 35 35 33 32 35 37 41

Turnover 10 4 2 2 5 7 0 3 1 2 10 5 8 New Hire 5 5 1 0 6 1 0 1 0 5 12 9 8

DPC Headcount Ending Month 42 43 42 40 41 35 35 33 32 35 37 41 41

Turnover Rate (Turnover/Beginning Headcount)

21.28 % 9.5% 4.7% 4.76% 12.5% 17.1% 0.0% 8.5% 3.0% 3.0% 28.6% 13.5% 19.5%

(Last week of month) 41.60 38.45 32.80 34.85 35.08 32.04 30.32 29.38 33.48 44.33 37.91 35.08 64.10

Average Full-Time Equivalents 39.27 38.29 35.64 34.33 33.23 33.98 28.54 29.60 33.14…