[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"detail-sidebar-cat-1-en-105":3,"doc-seo-301688-105":53,"doc-detail-301688-en":125},{"code":4,"msg":5,"data":6},0,"success",[7,14,19,24,29,34,39,44,49],{"id":8,"doc_module":9,"doc_module_name":10,"category_name":11,"show_sort_weight":12,"slug":13},11,1,"Template","Presentations",90,"presentations",{"id":15,"doc_module":9,"doc_module_name":10,"category_name":16,"show_sort_weight":17,"slug":18},12,"Resumes",80,"resumes",{"id":20,"doc_module":9,"doc_module_name":10,"category_name":21,"show_sort_weight":22,"slug":23},14,"Invoices",70,"invoices",{"id":25,"doc_module":9,"doc_module_name":10,"category_name":26,"show_sort_weight":27,"slug":28},15,"Posters",60,"posters",{"id":30,"doc_module":9,"doc_module_name":10,"category_name":31,"show_sort_weight":32,"slug":33},16,"Social Media",50,"social-media",{"id":35,"doc_module":9,"doc_module_name":10,"category_name":36,"show_sort_weight":37,"slug":38},17,"Forms",40,"forms",{"id":40,"doc_module":9,"doc_module_name":10,"category_name":41,"show_sort_weight":42,"slug":43},18,"Letters",30,"letters",{"id":45,"doc_module":9,"doc_module_name":10,"category_name":46,"show_sort_weight":47,"slug":48},21,"Paper Templates",5,"papers-templates",{"id":50,"doc_module":9,"doc_module_name":10,"category_name":51,"show_sort_weight":4,"slug":52},158,"General","general-158",{"code":4,"msg":54,"data":55},"ok",{"site_id":56,"language":57,"slug":58,"title":59,"keywords":60,"description":61,"schema_data":62,"social_meta":118,"head_meta":120,"extra_data":122,"updated_unix":124},105,"en","operations-update-january-2016","Operations Update - January 2016","","Operations Update January 2016 summarizes service performance across inbound calls, in-person assistance, and key outreach metrics. It reports December 2015 inbound call volume (4,676 answered), speed of answer (20 seconds), and abandonment rate (1.1%), alongside in-person assistance totals (1,188 members). The update also details delinquency notices and termination notices sent to employees and retirees, plus website activity from the December 2015 reporting window, including total visits and most visited pages.",{"@graph":63,"@context":117},[64,80,100],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":11,"@type":70,"position":76},"https://docshare.wps.com/template/presentations/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/operations-update-january-2016/301688/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":94,"encodingFormat":93,"isAccessibleForFree":95,"interactionStatistic":96},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/operations-update-january-2016/301688.png","ImageObject",442,249,{"name":88,"@type":89},"Sarah ","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-09-19",true,{"@type":97,"interactionType":98,"userInteractionCount":9},"InteractionCounter",{"@type":99},"ViewAction",{"@type":101,"mainEntity":102},"FAQPage",[103,109,113],{"name":104,"@type":105,"acceptedAnswer":106},"What were the total inbound calls and in-person assistance reported for December 2015?","Question",{"text":107,"@type":108},"Inbound calls totaled 4,676 answered calls. In-person assistance totaled 1,188 members.","Answer",{"name":110,"@type":105,"acceptedAnswer":111},"What were the speed of answer and abandonment rate metrics for December 2015?",{"text":112,"@type":108},"The speed of answer was 20 seconds, and the abandonment rate was 1.1%.",{"name":114,"@type":105,"acceptedAnswer":115},"Which categories received delinquency and termination notices?",{"text":116,"@type":108},"Delinquency and termination notices were sent to employees and retirees, with separate counts for each group.","https://schema.org",{"og:url":78,"og:type":119,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":121,"canonical":78},"index,follow",{"doc_id":123,"site_id":56},301688,1789784708,{"code":4,"msg":5,"data":126},{"doc_id":123,"user_id":127,"nickname":88,"user_avatar":128,"doc_module":9,"category_id":8,"category_name":11,"doc_title":59,"doc_description":61,"doc_content":129,"file_id":130,"file_url":131,"file_type":132,"file_size":133,"view_count":9,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":134,"language":135,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":136,"faqs":137,"seo_title":138,"seo_description":61,"update_tm":124,"read_time":139},962085320529,"https://ap-avatar.wpscdn.com/davatar_9964176cb1d06d4a9deccf72a44ae3dc","Operations Update January 2016  \nCalls and Office Visits: December 2015  \n• Calls and In-person Assistance total:  \n- Inbound calls: 4,676 answered calls (6.2% ↑ from 2014)  \n-Speed of answer: 20 seconds (42.9% ↑ from 2014)  \n-Abandonment rate: 1.1%(52 calls)  \n-In-person assistance: 1,188 members (2% ↑ from 2014)  \nOperations Update January 2016  \nInbound Calls: December 2015  \nCalls  \n9,000 8,000 7,000 6,000 5,000 4,000 3,000 2,000  \n1,000  \n-  \n\n|  |  |  |  |  |  |  |\n| --- | --- | --- | --- | --- | --- | --- |\n|  |  |  |  | Open Enrollment |  |  |\n|  |  |  |  |  |  |  |\n| 7,625 |  |  |  |  |  |  |\n|  |  |  |  |  |  |  |\n| 5,070 |  |  |  |  |  |  |\n|  | 3,957 |  | 3,715 |  | 4,676 |  |\n| 3,367 | 3,298\u003Cbr>2,716 | 3,361 | 3,611\u003Cbr>3,073 |  | 3,288 |  |\n|  |  |  |  |  |  |  |\n|  |  |  |  |  |  |  |\n|  |  |  |  |  |  |  |\n\nJan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec  \n 2012  2013  2014  2015  \nOperations Update January 2016  \nCall Speed of Answer: December 2015  \nSeconds  \n250  \n200  \n150  \n100  \n50  \n0  \n\n| Open Enrollment |  |  |  |  |  |  |  |  |  |  |\n| --- | --- | --- | --- | --- | --- | --- | --- | --- | --- | --- |\n|  |  |  |  |  |  |  |  |  |  |  |\n|  |  |  |  |  |  |  |  |  |  |  |\n| GOAL \u003C 30 seconds |  |  |  |  |  |  |  |  |  |  |\n|  |  |  |  |  |  |  |  |  |  |  |\n| 28 |  |  |  |  |  |  |  |  |  |  |\n| 13\u003Cbr>| 10\u003Cbr>| 9\u003Cbr>| 8\u003Cbr>| 8\u003Cbr>| 9\u003Cbr>| 7\u003Cbr>| 10\u003Cbr>| 10\u003Cbr>| 13\u003Cbr>| 20 |\n\nJan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec  \n 2012  2013  2014  2015  \nOperations Update January 2016  \nAbandonment Rate: December 2015  \n10.0%  \n9.0%  \n8.0%  \n7.0%  \n6.0%  \n5.0%  \n4.0%  \n3.0%  \n2.0%  \n1.0%  \n0.0%  \n\n|  |  |  |  |  |\n| --- | --- | --- | --- | --- |\n|  |  |  |  |  |\n|  |  |  |  |  |\n|  |  |  |  |  |\n|  |  |  |  |  |\n| GOAL \u003C 3% |  |  |  |  |\n|  |  |  |  |  |\n| 2.4% |  |  |  |  |\n| 1.8%\u003Cbr>~~ 1 1% ~~ |  |  |  |  |\n| ~~ ~~ 0.7% 0.6% 0.6% | 0.8% 0.3% | 0.5% | 0.7% | 0.8% . |\n\n1.1%  \nJan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec  \n~~ ~~ 2012 ~~ ~~ 2013  2014 2015  \nOperations Update January 2016  \nIn-person Assistance: December 2015  \nOpen Enrollment  \n1800  \n1600  \n1400  \n1200  \n1000  \n800  \n600  \n400  \n200  \n0  \n\n| 1710 |  |  |  |\n| --- | --- | --- | --- |\n| 1335 | 1388 |  |  |\n| 1262 1243 | 1296\u003Cbr>1156 |  | 1138 |\n| 1108 | 1036 | 1041 | 1000 |\n|  |  |  |  |\n|  |  |  |  |\n|  |  |  |  |\n|  |  |  |  |\n|  |  |  |  |\n\nJan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec  \n 2012  2013  2014  2015  \nOperations Update January 2016  \nDelinquencies & Terminations: December 2015  \n• Delinquency Notices Sent  \n-Employees: 381  \n-Retirees: 33  \n• Termination Notices Sent  \n-Employees: 31  \n-Retirees: 3  \nOperations Update January 2016  \nDelinquency Notices: December 2015  \n2013 Employees 2014 Employees  2015 Employees  2013 Retirees  2014 Retirees  2015 Retirees  \nOperations Update January 2016  \nTermination Notices: December 2015  \n160  \n140  \n120  \n100  \n80  \n60  \n40  \n20  \n0  \n\n| |  |  |  |  |  |  |  |  |  |\n| --- | --- | --- | --- | --- | --- | --- | --- | --- | --- |\n| 123\u003Cbr>|  |  |  |  |  |  |  |  |  |\n| |  |  | |  | 108\u003Cbr>|  |  |  |  |\n| |  |  | |  |  78 75\u003Cbr>\u003Cbr>|  |  |  |  |\n| 61\u003Cbr>| 73\u003Cbr>| \u003Cbr> 66\u003Cbr>\u003Cbr>|  | |  | \u003Cbr>73 |  | |  |\n| \u003Cbr>53\u003Cbr>|  | |  | |  | |  |  | |\n| | 17 | 20\u003Cbr>|  | 15 |  | |  | 14 | 31\u003Cbr>|\n| \u003Cbr>\u003Cbr>\u003Cbr>\u003Cbr>\u003Cbr>\u003Cbr>\u003Cbr>|  |  |  |  |  |  | 12\u003Cbr>|  |  |\n\nJan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec  \n 2013 Employees 2014 Employees  2015 Employees  2013 Retirees 2014 Retirees  2015 Retirees  \nCommunications January 2016 Board Meeting  \nWebsite Visits: December 2015  \nDecember 2015 : 8,348 website visitors  \nCommunications January 2016 Board Meeting  \nMost Visited Website Pages: December 2015  \n\n| Home Page | 5,741 |\n| --- | --- |\n| City & County Employee Benefits | 3,311 |\n| Retiree Benefits | 1,416 |\n| Member Services Top Ten Topics | 921 |\n| Search | 825 |\n| Flexible Spending Accounts | 722 |\n| Wellness Center Monthly Events Calendar | 704 |\n| Blue Shield | 512 |\n| Delta Dental | 447 |\n| K","cbCaicoU2Z7k1Rpm","https://ap.wps.com/l/cbCaicoU2Z7k1Rpm","pdf",1119282,28,"English","# Calls and Office Visits\n## Calls and in-person assistance totals\n# Call Speed of Answer\n## Goal performance\n# Abandonment Rate\n## Goal performance\n# In-person Assistance\n## Open Enrollment trends\n# Delinquencies & Terminations\n## Delinquency notices sent\n## Termination notices sent\n# Communications - Board Meeting\n## Website visits\n## Most visited website pages","[{\"question\":\"What were the total inbound calls and in-person assistance reported for December 2015?\",\"answer\":\"Inbound calls totaled 4,676 answered calls. In-person assistance totaled 1,188 members.\"},{\"question\":\"What were the speed of answer and abandonment rate metrics for December 2015?\",\"answer\":\"The speed of answer was 20 seconds, and the abandonment rate was 1.1%.\"},{\"question\":\"Which categories received delinquency and termination notices?\",\"answer\":\"Delinquency and termination notices were sent to employees and retirees, with separate counts for each group.\"}]","Operations Update - January 2016 | PDF",10]