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 Vermont 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 current trendline tells a story of consistency and sudden disruption. For nine months leading up to November 2024, the team consistently hit their target of answering calls within 25 seconds, with an average success rate of 86%. November 2024 showed a steep decline to this performance measure. UVM Medical accidentally sent out a wrong notice, which led to a flood of calls about a program that is not offered by the Health Exchange. This unexpected surge in call volume impacted the team’s ability to maintain their usual quick response times. 
 

Narrative Updated:  12/27/2024

• Maximus