Section J.7 - Attachment - FY21 Q4 WL Utilization Report.pdf

Utilization Report for our Valuable Customer FOH - OVERALL July 1, 2021 through September 30, 2021

Utilization Analysis: Fourth Quarter 2021 Q4-2021 Annualized

Total Pct* Q3-2021 Q4-2020

Total Specialist Requests 6,290 5.13% 5,671 6,619

Total Educational Materials 3,123 2.55% 4,329 4,574

Total Seminar Participants 8,757 7.14% 6,929 11,267

Total Web Sessions 29,203 23.81% 29,371 39,475

Total Utilization 47,373 38.62% 46,300 61,935 *Note: Based on last available population count in system

Utilization Analysis: Year To Date Year to Date Annualized

Total Pct* 2020 YTD 2020 Total

Total Specialist Requests 23,164 4.72% 30,557 30,557

Total Educational Materials 19,274 3.93% 25,813 25,813

Total Seminar Participants 28,609 5.83% 35,180 35,180

Total Web Sessions 116,572 23.76% 147,823 147,823

Total Utilization 187,619 38.24% 239,373 239,373 *Note: Based on last available population count in system

Solicitation 75P00120R00177 Section J, Attachment 7

Fiscal Year 21, Quarter 4 WL Utilization Report

Request Type Analysis Total % of Total YTD Total % of Total Academics 152 2.42% 838 3.62%

Adoption 5 0.08% 22 0.09%

Adult Care 820 13.04% 3,073 13.27%

Adult Learning 3 0.05% 20 0.09%

Auto and Home Services 226 3.59% 746 3.22%

Benefits Communication 333 5.29% 1,226 5.29%

Child Care 585 9.30% 2,085 9.00%

Convenience and Community Resources 82 1.30% 387 1.67%

Disaster Assistance 10 0.16% 21 0.09%

Enhanced Backup Care 2,430 38.63% 7,109 30.69%

Financial 35 0.56% 197 0.85%

Financial Hardship 62 0.99% 207 0.89%

General Info 1 0.02% 1 0.00%

Legal 378 6.01% 1,637 7.07%

Live Assist 388 6.17% 1,537 6.64%

Mind and Body 280 4.45% 1,771 7.65%

Mothers at Work 15 0.24% 43 0.19%

Moving and Relocation 172 2.73% 609 2.63%

Pet Care 128 2.03% 857 3.70%

Prenatal 73 1.16% 352 1.52%

Professional Care 25 0.40% 91 0.39%

Special Event 0 0.00% 20 0.09%

Special Needs 53 0.84% 185 0.80%

Travel Services 34 0.54% 130 0.56%

Total Requests 6,290 100.00% 23,164 100.00%

Unique Utilization

Total % of Total YTD % of Total Specialist Requests 2,749 0.6% 9,369 1.9%

Web Users 6,336 1.3% 19,016 3.9%

Overall Unique Utilization 7,301 1.5% 22,268 4.5%

Repeat Usage

Total % of Total YTD % of Total Specialist Requests 1,683 61.2% 5,245 56.0%

Web Users 3,862 61.0% 11,310 59.5%

Overall 4,411 60.4% 13,202 59.3%

Solicitation 75P00120R00177

Registered Users as of September 30, 2021 Total User Count 88,764

Gender Analysis Total % of Total YTD Total % of Total Female 3,884 61.7% 14,438 62.3%

Male 1,593 25.3% 5,829 25.2%

Unspecified* 813 12.9% 2,897 12.5%

Total Specialist Requests 6,290 100.0% 23,164 100.0% *Note: Requests will appear in this category when specialist cannot determine gender of caller based on name or voice.

Kit Utilization Summary

Web vs. Telephonic Telephonic Request 615

Web Request 162

Total Kits Requested 777

Adult Care Kit Telephonic Request 82

Web Request 18

Total Adult Care Kit 100

Be Well Kit Telephonic Request 138

Web Request 38

Total Be Well Kit 176

Child Kit Telephonic Request 54

Web Request 16

Total Child Kit 70

College Kit Telephonic Request 90

Web Request 16

Total College Kit 106

Emergency Preparedness Kit Telephonic Request 117

Web Request 10

Total Emergency Preparedness Kit 127

Nursing Mothers Kit Telephonic Request 6

Web Request 1

Total Nursing Mothers Kit 7

Pet First Aid Kit Telephonic Request 75

Web Request 44

Total Pet First Aid Kit 119

Prenatal Kit Telephonic Request 53

Web Request 19

Total Prenatal Kit 72

Website Utilization Summary

Web Sessions Total Total Web Sessions 29203

Navigation Activity Total % of Total Browse 13856 42.0%

Get Expert Help 2884 8.7%

Life Events 1363 4.1%

My Life 9088 27.5%

Search 5821 17.6%

Total for Navigation Activity 33012 100%

Search Activity Total % of Total Provider Search 553 6.9%

Keyword Search 3729 46.3%

Keyword Search Content Views 3773 46.8%

Total for Search Activity 8055 100%

Expert Help Activity Total % of Total Chat 496 100.0%

Total for Expert Help Activity 496 100%

My Life Activity Total % of Total Message Center 4561 57.2%

My Account 1706 21.4%

My Interests 983 12.3%

Saved Content 717 9.0%

Total for My Life Activity 7967 100%

Category Activity Total % of Total Career 644 3.7%

Education 654 3.8%

Emotional Health 1993 11.6%

Finance 1880 10.9%

House & Home 1887 11.0%

Legal 2274 13.2%

Parenting 2352 13.7%

Pets 883 5.1%

Seniors 947 5.5%

Travel 1404 8.2%

Wellness 2303 13.4%

Total for Category Activity 17221 100%

Life Event Activity Total % of Total Caring for a Pet 53 4.9%

Coping with a Serious Illness 35 3.2%

Getting Divorced 96 8.8%

Getting Married 80 7.4%

Helping an Aging Loved One 94 8.6%

Managing Your Finances 133 12.2%

Moving & Relocating 183 16.8%

Planning for Adoption 24 2.2%

Preparing for a Baby 176 16.2%

Raising a Child 81 7.5%

Raising a Special Needs Child 38 3.5%

Struggling with a Loss 94 8.6%

Total for Life Event Activity 1087 100%

Backup Care Utilization Report

Sep-20 Oct-20 Nov-20 Dec-20 Jan-21 Feb-21 Mar-21 Apr-21 May-21 Jun-21 Jul-21 Aug-21 Sep-21

Unique Employees 359 302 258 247 189 182 217 224 219 328 324 392 305

Unique Dependents 573 486 403 377 267 278 324 321 329 496 499 582 444

Requests for Visits 2,805 2,978 1,606 1,579 1,206 1,107 1,358 1,216 1,401 2,334 2,190 2,499 1,679

Authorized Visits 3,320 2,188 1,730 1,574 1,095 871 1,052 1,207 1,146 1,924 2,032 2,316 1,941

Authorized Visits Not Used 0 0 0 0 0 0 0 0 0 0 0 0 0

Usage Summary Reporting Period

Prior Period Previous Year To Date

Current Year To Date

Program To Date

Unique Employees 771 589 2,395 1,602 7,116

Unique Dependents 1,225 928 4,012 2,777 11,989

Unique Employees New to Program1 189 152 1,186 493 7,116

Employee Days Saved2 4,666 3,222 17,889 14,055 77,419

Authorized Visits3 6,289 4,277 24,150 19,076 101,447

Definitions:

1. Unique covered lives that are new since the beginning of this client approved program.

2. The count of the number of "user/days" in the case wallet for Backup Care that have a positive used amount. An employee who has two children in a center for the same day has only one day saved but two utilizations(visits).

3. Visits authorized with an expected use date within the reporting period.

Usage By Unique Employee Current Year To Date YTD Book of Business

% of users with 1 use* 5.90% 5.82%

% of users with 2-5 uses 29.59% 23.15%

% of users with 6-10 uses 28.21% 20.24%

% of users with 11-15 uses 9.44% 27.70%

% of users with 16-20 uses 16.07% 6.18%

% of users with 21-24 uses 1.31% 3.06%

% of users with 25-29 uses 3.28% 11.42%

% of users with 30 or more uses 6.16% 2.40%

* A use is defined as an authorized visit in reporting period.

Usage By Unique Dependent Current Year To Date YTD Book of Business

% of dependents with 1 use* 8.45% 10.39%

% of dependents with 2-5 uses 48.73% 42.73%

% of dependents with 6-10 uses 30.99% 26.99%

% of dependents with 11-15 uses 4.05% 15.93%

% of dependents with 16-20 uses 7.69% 3.88%

% of dependents with 21-24 uses 0.07% 0.05%

% of dependents with 25-29 uses 0.00% 0.00%

% of dependents with 30 or more uses 0.00% 0.00%

* A use is defined as an authorized visit in reporting period.

Request Type Analysis (Closed Requests) Reporting

Prior Period Previous Year To Date

Current Year To Date

Benefit Information 1 29 55 132 140

Pre-planning Placement 2 1,032 758 4,043 3,222

Immediate Placement 3 533 366 2,524 1,589

Notes:

1. Pre-Planning Informational requests include those that involve any or all of the following: providing information on the program, documenting dependent information, and/or providing referrals on the backup care network providers they would be able to use in the event a care need arises. These requests have no known care need.

2. Pre-Planning/Placement requests include those that involve the following: providing information on the program, documenting dependent information, and providing referrals on the backup care network providers available for a known care need in the near future.

3. Immediate Placement requests include those that involve the following: providing information on the program, documenting dependent information, and providing referrals on the backup care network providers available for an immediate care need within 24 hours or less. These requests are received during business hours.

Authorized Product Detail (Closed Requests) Reporting

Prior Period Previous Year To Date

Current Year To Date

CHILD CARE

Backup Care Network Agency 796 469 2,339 1,880

Backup Care Network Center 18 10 0 34

Child Care Center 248 174 641 609

Family Child Care Home 1 3 26 4

Friends and Family 4,386 3,091 19,422 14,536

In Home Agency 100 5 142 118

Backup Care KU Network Center 15 41 136 84

Total Authorized Child Care Visits 5,880 3,914 22,824 17,719

Reporting

Prior Period Previous Year To Date

Current Year To Date

ADULT CARE

Backup Care Network Agency 10 90 192 177

Backup Care Network Center 0 0 0 0

Child Care Center 0 0 0 0

Friends and Family 336 268 1,083 1,111

In Home Agency 37 3 5 40

Home Health Agency 26 2 42 29

Total Authorized Adult Care Visits 409 363 1,326 1,357

Care Need By Reason Code (Closed Requests) * Reporting

Prior Period Previous Year To Date

Current Year To Date

Business Travel 37 29 209 93

Dependent Illness 161 119 787 441

Work Schedule Change 217 144 803 676

Preplanning 29 51 211 135

School or Caregiver Vacation 367 257 1,758 1,075

Provider Unavailable 777 573 2,901 2,458

Inclement Weather 3 2 36 50

Recovering from Illness 0 2 13 9

Recovering from Surgery 4 2 13 16

*Note: Total will not match total utilization since members may not end up using the program (e.g., cancellation or need changes).

QA Questionnaire - FOH

We strive for continuous improvement in our overall service and customer satisfaction. Providing you with the highest standard in employee counseling and referrals is the center of our business.

Overall Experience with Services How satisfied were you with the representative who assisted you?

Very Satisfied 84.7%

Responses 205

Satisfied 11.6%

Responses 28

Dissatisfied 3.3%

Responses 8

Very Dissatisfied 0.4%

Responses 1

Select how many hours this service saved you.

0 7.9%

Responses 19

1 to 4 26.9%

Responses 65

5 to 9 21.9%

Responses 53

10 to 19 12.0%

Responses 29

20 to 29 8.3%

Responses 20

30 to 39 4.5%

Responses 11

40 or more 18.6%

Responses 45

Please rate your overall satisfaction with this service.

Very Satisfied 85.6%

Responses 202

Satisfied 11.9%

Responses 28

Dissatisfied 2.1%

Responses 5

Would you recommend this service to others?

Yes 97.5%

Responses 233

No 2.5%

Responses 6

How does having access to this benefit affect your loyalty to your employer?

Much more loyal 37.8%

Responses 91

More loyal 40.2%

Responses 97

Neutral 12.0%

Responses 29

Does not affect my loyalty 10.0%

Responses 24

Select the answer that reflects the change in your productivity at work as a result of using this service.

Greatly Increased 48.8%

Responses 117

Increased 31.2%

Responses 75

No Effect 18.3%

Responses 44

Decreased 1.7%

Responses 4

Would you use this service again?

Yes 98.8%

Responses 239

No 1.2%

Responses 3

Select the answer that reflects the change in your stress after using this service.

Greatly Decreased 42.7%

Responses 102

Decreased 43.5%

Responses 104

No Effect 7.1%

Responses 17

Increased 4.2%

Responses 10

Greatly Increased 2.5%

Responses 6

How satisfied were you with the ease of getting through to a representative?

Very Satisfied 80.6%

Responses 195

Satisfied 17.8%

Responses 43

Dissatisfied 1.2%

Responses 3