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CONNECT Daily Update

Feb 20, 2014
  • This week, there are less than 10,000 individuals with at least one week on hold pending adjudication and the active caseload is being processed at record levels. This number represents a caseload far below what had been normal in the legacy system. The decrease in the active caseload is a result of multiple factors: system fixes, DEO-implemented workarounds, increased staff productivity, and increased staff. The active cases are not a “backlog” of cases, as there is always an active adjudication caseload because the RA system is designed to flag and investigate claims with potential eligibility issues. All of these figures have been provided by Deloitte, so this is the best information we have available at this time.
     
  • On Wednesday, February 19, there were 8,083 unique phone numbers comprising 10,728 calls to the Contact Center and there were 10,107 live customer interactions.
     
  • Due to decreased call volume, the Contact Center will no longer be open on Sundays, but will remain open extended hours Monday through Saturday. Those hours are 7 a.m. to 8 p.m. EST on Monday through Friday, and 8:30 a.m. to 4 p.m. EST on Saturdays. DEO will continue to assess and adjust Contact Center hours as call volume fluctuates.
     
  • Since the launch of CONNECT, DEO’s main focus has been on helping claimants experiencing delays and on getting the system fixed. DEO is committed to timely paying all legitimate claims.
     
  • On Wednesday, February 19, a total of 14,086 claims were filed using CONNECT and approximately $4.2 million was paid to claimants.
     
  • Since the launch on October 15, more than 1.6 million total claims have been filed using CONNECT and more than $437 million has been paid to claimants.
     
  • Summary for the week ending Saturday, February 15:
    • For the week ending Saturday, February 15, a total of 65,225 total calls were placed to the Contact Center, a dramatic drop compared to the week ending Saturday, October 12, 2013, prior to the launch of CONNECT, when 141,537 total calls were placed to the contact center.
    • For the week ending Saturday, February 15, 58,178 claims were filed and $19.1 million was paid to claimants.

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