RFP26-0047_Exhibit_3_-_City_of_Orlando_Utilization_Report.pdf
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- Attached to
- Employee Assistance Program
- Solicitation number
- RFP26-0047
- Issued by
- Orange County, Orlando City, Florida
About this file
This is an Employee Assistance Program (EAP) Utilization Report for the City of Orlando, Florida, covering the reporting period from January 1, 2025, through December 31, 2025. The report provides comprehensive performance metrics and service delivery data for the EAP provider serving approximately 3,654 to 3,706 covered employees throughout the calendar year. The document tracks utilization across multiple service categories including member services (telephonic clinical support, counseling, referrals, legal/financial support, on-site counseling, and coaching), organizational services (critical incident consultation, management consultation, and training/webinar sessions), and website engagement. The report demonstrates a 12.4% annualized utilization rate and 5.7% annualized engagement rate, with quarterly breakdowns showing varying levels of service uptake throughout the year, ranging from 0.6% to 1.9% monthly utilization rates.
The utilization report details service delivery across multiple dimensions including member demographics (48% female, 51% male participants), age group distribution, and presenting issues such as marital/significant other relationship concerns (16.6%), anxiety (7.3%), trauma/PTSD (4.1%), and workplace crisis situations (5.2%). Member engagement data indicates 26 management consultation cases, 25 management referral events, 11 critical incident consultation cases, and 154 critical incident participants, along with 21 training webinar sessions attended by 313 participants. Website utilization shows 584 sessions from 49 unique users with 2,302 total topic-of-interest visits, with Life and Relationships representing the top service topics at 40.6% of interest. The report reflects the provider's delivery of services to both employees and their eligible dependents, with documentation of one critical incident response (death off-site) on October 1, 2025, and 14 public webinars conducted throughout the year addressing topics ranging from mental health and stress management to financial wellness and personal development.
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Text version
Business Units list for this PS All
Report Start Month Jan
Start Date 1/1/2025
End Date 12/31/2025
Parent_Name City of Orlando - FL
Business_Unit All
To generate a report by Business Unit, first select the Parent Name from the filter above, then Select the Business Unit from below.
Jan-21-2026
City of Orlando - FL (All Business Units)
Utilization Report 1/1/2025 to 12/31/2025
Program Overview
City of Orlando - FL (All Business Unit) - From 1/1/2025 to 12/31/2025
Place Holder YTD PYTD
Employee count Covered
Total Member Services
Total Organizational Services
Annualized Utilization Rate
Annualized Engagement Rate
3,4503,645
386451
457140
12.4%13.4%
5.7%6.0%
Member Services
Actual Utilization Rate = (Total Member Services + Critical Incident Consultation + Critical Incident On-Site Participants + Management Consultations) / Total Covered Employees
Annualized Utilization Rate = The forecasted utilization rate for a one year period. The formula is: Actual Utilization Rate * (365 / # of days in reporting period)
Annualized Engagement Rate = Members utilized at least one RFL service over the course of reporting period. ((Unique Members/Total Covered Employees)/no of days)*365
Q1 Jan Feb Mar Total
Q2 Apr May Jun Total
Q3 Jul Aug Sep Total
Q4 Oct Nov Dec Total
1.2%
17.8%
3,575
1.0%
19.5%
3,575
1.1%
19.8%
3,575
2.5%
57.1%
3,575
0.7%
7.2%
3,656
0.8%
13.8%
3,656
0.8%
9.5%
3,656
1.6%
30.5%
3,656
0.6%
11.1%
3,678
0.6%
5.2%
3,678
0.9%
14.4%
3,678
1.4%
30.7%
3,678
0.9%
21.4%
3,706
0.8%
12.0%
3,706
0.9%
10.7%
3,706
1.9%
44.0%
3,706
Notes:
Total Member Services included for the above summary:
Telephonic Clinical Support Counseling Referrals Worklife Requests Legal/Financial Referrals On-Site Counseling General Consultation & Referrals Coaching
Total Organizational Services included for the above summary:
Critical Incident Consultation Cases Critical Incident On-Site Services Participants Management Consultation Events Management Referral Events Training/Webinar Sessions Training/Webinar Participants
Q1 Jan Feb Mar Total
Q2 Apr May Jun Total
Q3 Jul Aug Sep Total
Q4 Oct Nov Dec Total
YTD
Total Services towards Utilization Rate 168585753 93294222 90411633 136333766 487
19.0% 10.2% 10.2% 14.7% 13.5%
3,5753,5753,5753,575 3,6563,6563,6563,656 3,6783,6783,6783,678 3,7063,7063,7063,706 3,654
Program Overview
YTD PYTD
General Consultation
FaceToFace
Chat
TeleHealth
Telephonic Consultation
Legal and Financial
Work Life Request
Grand Total 305
Member Engagement
YTD PYTD
Management Consultation Cases
Management Referral Events
Critical Incident Consultation Cases
Critical Incident/Clinical Onsite Services
Organizational Services
Critical Incident Participants 154
Training - Free Webinar 313
Training/Webinar Sessions
Meetings and Orientations
Q1 Jan Feb Mar Total
Q2 Apr May Jun Total
Q3 Jul Aug Sep Total
Q4 Oct Nov Dec Total
Q1 Jan Feb Mar Total
Q2 Apr May Jun Total
Q3 Jul Aug Sep Total
Q4 Oct Nov Dec Total
Note: Authorizations with no sessions aren't included in this Member Engagement summary table.
4 4
Grand Total 9 10 7 26 8 14 3 25 3 4 7 14 16 9 5 30
1 1
3 3 1 1 2 1 1 2 3 3 6
YTD PYTD
Relationship: Marital/Sig..
Trauma/PTSD
Anxiety
Other Member/Benefit In..
Workplace Crisis (CI an..
16.6%16.9% 4.1%7.1% 7.3%6.9% 5.2%6.7% 2.3%5.3%
Top 5 Presenting Issues
Female 48%
Male 51%
Gender
5-12 13-19 20-29 30-39 40-49 50-59 60+
100% 60%
42% 43%
53% 58% 57%
45%
29% 30%
18%
1% 5%
9% 6%
Age by Gender
Relationship:
Marital/Sign. Other Anxiety Grief/Loss Other Member/Benefit
Inquiry Trauma/PTSD Stress/Distress Self Esteem/Personal Dev Relationship: Family Workplace Crisis (CI and Trauma) Anger
YTD
Employee Dependent
PYTD
Employee Dependent
0.2% 3.5%
0.0% 5.3%
0.7% 2.4%
0.0% 3.8%
0.7% 4.2%
1.3% 5.8%
0.2% 6.4%
0.7% 4.4%
2.7% 4.2%
2.2% 14.6%
1.0% 2.3%
1.0% 1.3%
0.8% 4.1%
0.5% 3.9%
0.0% 6.5%
0.0% 4.1%
0.3% 4.9%
0.3% 7.0%
2.6% 4.7%
1.3% 15.3%
Employee/Household Member
Relationship:
Marital/Sign. Other Anxiety Grief/Loss Other Member/Benefit
Inquiry Trauma/PTSD Stress/Distress Self Esteem/Personal Dev Relationship: Family Workplace Crisis (CI and Trauma) Anger
YTD
5-12
13-19
20-29
30-39
40-49
50-59
60+
PYTD
5-12
13-19
20-29
30-39
40-49
50-59
60+
0.0% 2.0% 5.3% 7.3% 1.8% 0.4% 0.0%
0.2% 1.1% 2.2% 1.6% 0.0% 1.8% 0.0%
0.7% 2.4% 0.2% 1.1% 0.0% 0.7% 0.0%
0.9% 1.3% 1.6% 2.4% 0.2% 0.2% 0.0%
0.0% 0.0% 0.7% 4.0% 1.8% 0.0% 0.7%
0.2% 1.3% 1.3% 1.3% 0.0% 0.7% 0.0%
0.0% 0.9% 0.2% 0.9% 0.0% 1.8% 0.0%
1.1% 0.2% 0.4% 0.7% 0.4% 0.2% 0.0%
0.0% 0.4% 2.7% 2.2% 0.0% 0.0% 0.0%
0.4% 0.7% 1.8% 0.7% 0.0% 0.0% 0.2%
1.0% 2.1% 8.5% 3.9% 1.0% 0.0% 0.0%
0.5% 1.6% 1.3% 2.3% 0.8% 0.0% 0.8%
0.0% 2.1% 1.8% 2.6% 0.3% 0.0% 0.5%
0.0% 2.3% 1.8% 0.5% 0.5% 0.0% 0.0%
0.0% 0.3% 0.5% 1.6% 1.8% 0.0% 0.0%
0.0% 1.3% 2.8% 1.3% 0.5% 0.5% 0.0%
0.0% 0.0% 0.3% 1.0% 2.6% 0.5% 0.0%
0.0% 2.1% 0.8% 0.0% 0.0% 1.3% 0.8%
0.0% 0.0% 0.8% 1.3% 0.3% 0.0% 0.0%
0.0% 0.5% 1.8% 0.8% 0.0% 0.0% 0.3%
Age Group
Presenting Issues
City of Orlando - FL (All Business Unit) - From 1/1/2025 to 12/31/2025
Comments: Benefit inquiry is when the member calls about benefits or have questions that do not fit into other presenting issues that deal with emotions and social determinants.
Q1 Jan Feb Mar Total
Q2 Apr May Jun Total
Q3 Jul Aug Sep Total
Q4 Oct Nov Dec Total
4.1% 6.1% 12.2% 4.1% 16.3%
5.5% 9.1% 1.8% 1.8% 21.8%
0.0% 3.6% 10.7% 17.9% 12.5%
3.1% 6.3% 8.1% 8.1% 16.9%
33.3% 27.8% 5.6% 5.6% 5.6%
22.9% 2.9% 5.7% 5.7% 2.9%
0.0% 3.6% 0.0% 10.7% 14.3%
17.3% 8.6% 3.7% 7.4% 7.4%
0.0% 0.0% 9.1% 9.1% 15.2%
7.1% 0.0% 0.0% 42.9% 14.3%
0.0% 5.0% 15.0% 0.0% 10.0%
1.1% 2.3% 10.3% 10.3% 12.6%
0.0% 3.6% 0.0% 5.4% 30.4%
11.4% 5.7% 8.6% 0.0% 34.3%
0.0% 21.9% 9.4% 3.1% 9.4%
3.3% 8.9% 4.9% 3.3% 26.0%
Services
Life Relationships
Resources
Mental Well Being
Workplace
40.6%84.9%
36.1%8.6%
1.0%3.9%
0.3%2.0%
0.0%0.7%
Top 5 Topics of Interest
January 2025 February 2025 March 2025 April 2025 May 2025 June 2025 July 2025 August 2025 September 2025 October 2025 November 2025 December 2025
58 59
4444 43
Website Sessions by Month and Year
Website Utilization
City of Orlando - FL (All Business Unit) - From 1/1/2025 to 12/31/2025
YTD
PYTD 584
Website Sessions
Unique Users
New Users
Returning Users
2,302
3,478
Topics of Interest Visits
Q1 Jan Feb Mar Total
Q2 Apr May Jun Total
Q3 Jul Aug Sep Total
Q4 Oct Nov Dec Total
0.0%
0.8%
2.9%
6.3%
90.1%
0.6%
0.4%
1.1%
2.6%
95.3%
0.0%
2.9%
1.3%
7.3%
88.5%
0.3%
1.1%
1.6%
4.6%
92.4%
4.0%
2.3%
5.8%
12.1%
75.7%
0.3%
4.3%
4.8%
8.8%
81.8%
0.0%
3.4%
2.1%
8.1%
86.4%
1.0%
3.6%
4.2%
9.3%
81.8%
0.0%
7.5%
6.9%
11.3%
74.2%
0.0%
0.0%
2.7%
17.3%
80.0%
0.5%
2.1%
5.9%
8.0%
83.5%
0.2%
2.7%
4.8%
12.8%
79.6%
3.4%
2.2%
9.0%
17.2%
68.2%
0.7%
1.5%
5.1%
18.2%
74.5%
0.0%
0.3%
6.3%
4.9%
88.5%
1.4%
1.3%
7.1%
12.3%
77.9%
Returning users are registered users who used the website more than once.
Training Sessions
Plan Sponsor
Public
Total Hours Used
Plan Sponsor
Public
Total participants (Org)
Plan Sponsor
Public
2.01.0
3.013.0
1.01.0
1.56.5
37520
Training Sessions
Management Consultation Events Place Holder YTD PYTD
Grief / Trauma
Positive Alcohol or Drug Screen Critical Incident/Clinical Onsite Service
Other
Anger Management
19.2%24.3%
26.9%16.2%
23.1%16.2%
0.0%10.8%
19.2%10.8%
Top 5 Management Consultation Events
YTD PYTD
Formal
Informal
DOT/SAP
Management Referral Events
YTD PYTD
Critical Incident Consultation Cases
Critical Incident/Clinical Onsite Services
Critical Incidents
Organizational Services
City of Orlando - FL (All Business Unit) - From 1/1/2025 to 12/31/2025
Q1 Jan Feb Mar Total
Q2 Apr May Jun Total
Q3 Jul Aug Sep Total
Q4 Oct Nov Dec Total
0.0%
0.0%
25.0%
0.0%
25.0%
0.0%
0.0%
0.0%
33.3%
0.0%
0.0%
0.0%
0.0%
0.0%
100.0%
0.0%
0.0%
10.0%
10.0%
40.0%
25.0%
0.0%
0.0%
75.0%
0.0%
14.3%
0.0%
0.0%
0.0%
71.4%
0.0%
0.0%
100.0%
0.0%
0.0%
16.7%
0.0%
8.3%
25.0%
41.7%
0.0%
100.0%
0.0%
0.0%
0.0%
0.0%
0.0%
0.0%
100.0%
0.0%
0.0%
0.0%
66.7%
0.0%
0.0%
0.0%
16.7%
33.3%
33.3%
0.0%
0.0%
50.0%
16.7%
0.0%
0.0%
100.0%
0.0%
0.0%
0.0%
0.0%
0.0%
0.0%
100.0%
0.0%
0.0%
22.2%
33.3%
22.2%
0.0%
0.0%
Q1 Jan Feb Mar Total
Q2 Apr May Jun Total
Q3 Jul Aug Sep Total
Q4 Oct Nov Dec Total
2 7 4 13 3 7 1 11 1 2 2 5 2 4 3 9
Q1 Jan Feb Mar Total
Q2 Apr May Jun Total
Q3 Jul Aug Sep Total
Q4 Oct Nov Dec Total
3 3 1 1 2 1 1 2 3 3
1 1
1.5 1.5 0.5 0.5 1.0 0.5 0.5 1.0 1.5 1.5
1.0 1.0
3.0
3 3 2 5 7 1 1 2 6 7
20 20
Q1 Jan Feb Mar Total
Q2 Apr May Jun Total
Q3 Jul Aug Sep Total
Q4 Oct Nov Dec Total
Service Date Reason Account/Division Location Total participants (Org) Total Hours Used
10/1/2025 Death (off site) City of Orlando - FL Orlando, FL
Grand Total
3.04
3.04
Critical Incidents
Service Date Name Of Seminar Account/Division Location Total participants (O..
Total Hours Used
1/7/2025 Exercise and mental health City of Orlando - FL Public Webinar
1/16/2025 Raising confident kids: tips for parents City of Orlando - FL Public Webinar
1/30/2025 The many faces of loss: healing throughf City of Orlando - FL Public Webinar
4/24/2025 10 questions to become a better you City of Orlando - FL Public Webinar
6/3/2025 Learning the art of small talk City of Orlando - FL Public Webinar
7/15/2025 Yes or no? Secrets of sound decision mag City of Orlando - FL Public Webinar
9/11/2025 Understanding anxiety City of Orlando - FL Public Webinar
10/9/2025 The power of paying it forward City of Orlando - FL Public Webinar
10/14/2025 Simplify your life City of Orlando - FL Public Webinar
10/23/2025 Til debt do us part: money and relations City of Orlando - FL Public Webinar
11/6/2025 No excuses: Getting beyond the ifs and e City of Orlando - FL Public Webinar
11/11/2025 The power of introversion City of Orlando - FL Public Webinar
11/20/2025 The impact of gratitude City of Orlando - FL Public Webinar
12/16/2025 Coping with Personal Loss City of Orlando - FL Orlando,FL
Grand Total
0.51
0.51
0.51
0.52
0.55
0.51
0.51
0.52
0.53
0.51
0.53
0.52
0.52
1.020
7.545
Training Overview
Disclaimer
Please note:
Due to claim lag and or an offering not being utilized for the month there may be empty fields displayed as the reporting results.
Aetna is the brand name used for products and services offered through the Aetna group of subsidiary companies (Aetna).
This material is for informational purposes only. Information is believed to be accurate as of the production date; however, it is subject to change. For more information about Aetna plans, refer to www.aetna.com.
File details come from the government source that posted it. Updated .