This performance measure is important because answering calls quickly leads to better customer service. 

Maximus must maintain an answer speed of twenty-five seconds for 75% of all incoming calls. DVHA has continued to take a two-fold approach to addressing answer speeds with the intent of limiting the impact on Vermonters.  First, by allocating state staff to assist with phone calls if necessary and second, by pushing Maximus to increase and maintain staffing levels, whether it be in their Burlington call center or with a satellite support center. HAEEU leadership checks in with Maximus weekly to track staffing levels and any upcoming changes or concerns.

The above data illustrates that Maximus has met the goal of answering 75% of calls within 25 seconds during FY21 and the start of FY22. 

Historically, this customer service goal is seldomly met in the month of December. The goal is 75% and in 2019 the measure was 49%, 68% in 2020 and 65% in 2021 and 60% in 2022. This is due to higher call volumes as OE is near completion. In December of 2022, call volumes were 13% higher. Other factors include lower than expected staffing levels at Maximus due to recruitment and retention challenges. 

Narrative last updated:  12/16/22

• Maximus