Outbound dialer Details 2024-Present.xlsx

This is an outbound dialer performance report for the Indiana Family and Social Services Administration (FSSA) Office of Medicaid Policy and Planning (OMPP) Enrollment Broker Services, tracking call metrics for two managed care programs—HCC (Hoosier Care Connect) and PathWays (Indiana PathWays for Aging)—from January 2024 through October 2026. The report documents daily dialing activity, including the number of contacts attempted, successful connections achieved, and connection rates (percentage of contacts reached) for each program. From January through December 2024, the HCC dialer recorded zero dials with 0% connection rates, while the PathWays dialer showed minimal activity with similarly low connection rates. Beginning in June 2025, both dialers demonstrated increased operational activity, with HCC generating 3,245 successful connections from 5,913 dials (54.95% connection rate) and PathWays producing 399 successful connections from 9,277 dials (4.30% connection rate) through October 2026. The data reflects a significant operational transition, with sustained dialing efforts commencing in mid-2025 and continuing through the reporting period.

The performance metrics reveal substantial differences in connection efficiency between the two programs, with HCC achieving substantially higher connection rates than PathWays throughout the active operational period beginning June 2025. Connection rates for HCC ranged from 0% to approximately 13.79% on individual reporting dates, while PathWays connection rates varied from 0% to 33.33%, though overall PathWays achieved only a 4.30% cumulative connection rate compared to HCC's 54.95%. The data suggests potential operational challenges, system issues, or contact list quality differences between programs, with PathWays dialing efforts significantly exceeding HCC attempts (9,277 versus 5,913 total dials) while yielding substantially fewer successful connections. The dramatic increase in activity beginning June 2025 aligns with the anticipated January 1, 2028 contract start date specified in the related RFP 27-87793, indicating this report likely reflects pre-implementation testing, pilot operations, or preparation activities for the enrollment broker contract award.