Appendix 7 CIS 2008 Annual Statistics 032409

Contact Summary — 2008
Number of
Contacts

Contacts by Source*

Contact Total

CIS Contact Centers

Contacts as
Percent of
Total

136,959
Telephone (CIS)

88,667

7.5%
64.7%

Automated Messages

21,649

15.8%

LiveHelp (WebChat) (CIS)

20,939

15.3%

5,704

4.2%

E-mail (CIS)
Subtotal, CIS

136,959

100.0%

NCI Public Inquiries (PIQ)
E-mail (CISCS/PIQ)

3,330

0.2%

2,818

84.6%

Telephone (PIQ)

158

4.7%

Mail (Written) (CISCS/PIQ)

354

10.6%

Subtotal, PIQ

3,330

100.0%

Publication Ordering Service (POS)

120,102

6.6%

Orders**

95,755

79.7%

Telephone (POS)

24,347

20.3%

Subtotal, POS

120,102

100.0%

CISWeb

445,980

Internet

1,554,528

85.7%
28.7%

NCIPL

1,108,548

71.3%

Subtotal, Internet

1,554,528

100.0%

Total All Contacts

Source as
Percent of
All
Contacts

1,814,919

*

Contacts handled, not contacts presented.

**

Orders distributed. Includes orders from all sources (e.g., POS, ROO, NCIPL, E-mail, etc.).

100.0%

1

Points of Contact — 2008
Snapshot — Phone, LiveHelp, E-mail, and Mail
Combined Points of Contact
n = 118,640
Age
n = 17,817
<18 Years

0.4%

18-34 Years

13.4%

Sex
35-44 Years

n = 16,727

15.8%

45-64 Years

41.9%

>64 Years
Female, 75.8
%

28.5%

Male, 24.2%

Education
n = 16,270
29.6%
24.8%

24.0%

12.6%
6.8%
2.2%
Grade
School

Some High High School
School
Graduate

Some
College

College
Graduate

Demographic data are from a random sample of Phone and LiveHelp contacts; data collected according to OMB No. 0925-0208.

PostGraduate

2

Points of Contact — 2008
Snapshot — Phone, LiveHelp, E-mail, and Mail
Combined Points of Contact (continued)
n = 118,640
Household Income
n = 13,535

< $10,000

12.7%

$10,000 to $19,000

15.7%

$20,000 to $29,000

14.2%

$30,000 to $39,000

11.7%

$40,000 to $59,000

15.6%

$60,000 to $79,000

10.8%

> $80,000

19.3%

37.7%

Household Size
n = 13,452
27.5%

14.4%
11.9%
5.3%
2.0%
0-1

2

3

4

5

6

0.7%
7

0.2%

0.1%

0.2%

8

9

10 or
More

Number of Persons in Household

Demographic data are from a random sample of Phone and LiveHelp contacts; data collected according to OMB No. 0925-0208.

3

Points of Contact — 2008
Snapshot — Phone, LiveHelp, E-mail, and Mail
Combined Points of Contact (continued)
n = 118,640
Race*
n = 15,023

American, Ind
ian or Alaska
Native 3.6%

Ethnicity by Race*

Asian, 3.2%
African
American /
Black, 15.4%

White, 77.2%

80.8%

Hispanic or Latino n = 924
Not Hispanic or Latino n = 14,252

77.0%

Hawaiian or
Other Pacific
Islander, 0.6
%
16.1%
9.7%

Ethnicity

3.2%

n=16,207
American
Indian / Alaska
Native
Not Hispanic
or
Latino, 88.2%

1.6%

3.2%

Asian

5.5%
African
American /
Black

2.3%

0.5%

Native
Hawaiian /
Other Pacific
Islander

White

Hispanic or
Latino, 11.8%

*A single contact may provide multiple responses to this data point.
Demographic data are from a random sample of Phone and LiveHelp contacts; data collected according to OMB No. 0925-0208.

4

Points of Contact — 2008
Snapshot — Phone, LiveHelp, E-mail, and Mail
Combined Points of Contact (continued)
n = 118,640

Among Those With Access to Healthcare

Where Access Healthcare
n = 13,803

Have Access to Healthcare
n = 16,259

No, 15.1%

68.8%

Yes, 84.9%
24.5%

Doctor's Office Clinic, Health
Center, or
Hospital Clinic

1.4%

3.2%

1.6%

Emergency
Room

Some Other
Place

No One Place

Demographic data are from a random sample of Phone and LiveHelp contacts; data collected according to OMB No. 0925-0208.

5

Points of Contact — 2008
Snapshot — Phone, LiveHelp, E-mail, and Mail
Combined Points of Contact (continued)
n = 118,640
Among Those With Insurance Coverage

Length of Coverage
n = 13,206

All 12 Previous Months

89.1%

Have Insurance Coverage
n = 16,227
Less Than 12 Months

No, 18.6%

10.4%

Yes, 81.4%

Type of Coverage
n = 13,206
Public
(Medicare, Medicaid, Go
vt. Plan)

31.3%

Private (HMO, Blue
Cross, Aetna, Other)

Both Public and Private

55.1%

11.8%

Demographic data are from a random sample of Phone and LiveHelp contacts; data collected according to OMB No. 0925-0208.

6

Points of Contact — 2008
Snapshot — Phone, LiveHelp, E-mail, and Mail
Combined Points of Contact (continued)
n = 118,640
Primary Cancer Site*

Customer Type
Family/Friend

33.2%

Breast

18.7%

General Public

24.4%

Lung

7.2%

Cancer Patient

23.8%

Other Gastrointestinal

6.3%

Health Professional

4.5%

Prostate

5.9%

Organization

3.1%

Colorectal

Top Five Customer Types

5.5%

Top Five Cancer Sites

89.1%

43.5%

Purpose of Contact**
n = 109,764

Request Referral

27.3%

Health Concern (Family/Friend)

19.8%

Health Concern (Self)

18.1%

Understand Medical Information

13.8%

Help Locating Materials

6.3%

Top Five Purposes

85.4%

Subject of Interaction*

How Found Out About CIS

General Cancer Site Information

25.0%

Internet

Treatment/Side Effect Management

23.9%

Organization/Community Group

9.1%

Hospital/Clinic/Screening Program

13.1%

Other Printed Source

7.6%

Economic Assistance

11.7%

Phone Book/Directory Assistance

6.6%

Physician/Second Opinion
Top Five Subjects

9.4%
83.2%

Cancer.gov
Top Five Sources

13.1%

6.0%
42.5%

*A single contact may provide multiple responses to this data point.
** Purpose of Contact is recorded for Phone and LiveHelp contacts only.

7

Points of Contact — 2008
Snapshot — Phone Contacts
n = 88,825
Age
n = 14,509
<18 Years

0.2%

18-34 Years

12.2%

Sex
35-44 Years

n = 14,706

16.2%

45-64 Years

46.2%

>64 Years
Female, 75.7
%

25.2%

Male, 24.3%

Education
n = 14,260
29.6%
26.3%
22.8%

11.7%
7.3%
2.3%
Grade
School

Some High High School
School
Graduate

Demographic data are from a random sample of Phone contacts; data collected according to OMB No. 0925-0208.

Some
College

College
Graduate

PostGraduate

8

Points of Contact — 2008
Snapshot — Phone Contacts (continued)
n = 88,825
Household Income
n = 11,723

< $10,000

13.5%

$10,000 to $19,000

16.8%

$20,000 to $29,000

14.7%

$30,000 to $39,000

11.9%

$40,000 to $59,000

15.3%

$60,000 to $79,000

10.3%

> $80,000

17.6%

Household Size

38.3%

n = 11,691
28.8%

13.7%

11.1%
4.9%

0-1

2

3

4

5

1.9%

0.7%

6

7

Number of Persons in Household

Demographic data are from a random sample of Phone contacts; data collected according to OMB No. 0925-0208.

0.2%

0.1%

0.2%

8

9

10 or
More

9

Points of Contact — 2008
Snapshot — Phone Contacts (continued)
n = 88,825
Race*
n = 13,072

American
Indian or
Alaska
Native, 3.7%

Ethnicity by Race*

Asian, 2.5%
African
American /
Black, 16.9%

White, 76.2%

80.3%

Hispanic or Latino n = 813
Not Hispanic or Latino n = 12,473

76.0%

Hawaiian or
Other Pacific
Islander, 0.7
%
17.6%
10.2%

Ethnicity

3.3%

n = 14,300
American
Indian / Alaska
Native
Not Hispanic
or
Latino, 87.8%

1.4%

2.6%

Asian

5.5%
African
American /
Black

2.6%

0.5%

Native
Hawaiian /
Other Pacific
Islander

White

Hispanic or
Latino, 12.2%

*A single contact may provide multiple responses to this data point.
Demographic data are from a random sample of Phone contacts; data collected according to OMB No. 0925-0208.

10

Points of Contact — 2008
Snapshot — Phone Contacts (continued)
n = 88,825

Among Those With Access to Healthcare

Where Access Healthcare

Have Access to Healthcare

n = 12,328

n = 14,249
67.9%

No, 13.5%

Yes, 86.5%
25.8%

Doctor's Office Clinic, Health
Center, or
Hospital Clinic

1.5%

3.3%

1.4%

Emergency
Room

Some Other
Place

No One Place

Demographic data are from a random sample of Phone contacts; data collected according to OMB No. 0925-0208.

11

Points of Contact — 2008
Snapshot — Phone Contacts (continued)
n = 88,825
Among Those With Insurance Coverage

Length of Coverage
n = 11,590

All 12 Previous Months

89.1%

Have Insurance Coverage
n = 14,228
Less Than 12 Months

No, 18.5%

10.4%

Yes, 81.5%

Type of Coverage
n = 11,590
Public
(Medicare, Medicaid,
Govt. Plan)

33.1%

Private (HMO, Blue
Cross, Aetna, Other)

Both Public and
Private

51.8%

13.4%

Demographic data are from a random sample of Phone contacts; data collected according to OMB No. 0925-0208.

12

Points of Contact — 2008
Snapshot — Phone Contacts (continued)
n = 88,825
Customer Type

Primary Cancer Site*

Family/Friend

33.6%

Breast

Cancer Patient

27.4%

Lung

7.7%

General Public

25.2%

Health Professional
Organization
Top Five Customer Types

20.6%

Other Gastrointestinal

6.5%

4.6%

Prostate

6.1%

3.4%

Colorectal

94.3%

5.9%

Top Five Cancer Sites

46.8%

Purpose of Contact
Request Referral

31.8%

Health Concern (Family/Friend)

19.4%

Health Concern (Self)

18.7%

Understand Medical Information

12.5%

Help Locating Materials

6.5%

Top Five Purposes

88.8%

Subject of Interaction*

How Found Out About CIS

Treatment/Side Effect Management

24.2%

Internet

15.6%

General Cancer Site Information

23.8%

Organization/Community Group

12.1%

Hospital/Clinic/Screening Program

15.7%

Other Printed Source

10.1%

Economic Assistance

14.0%

Phone Book/Directory Assistance

Physician/Second Opinion

10.9%

Family/Friend

Top Five Subjects

88.6%

Top Five Sources

*A single contact may provide multiple responses to this data point.

8.7%
5.8%
52.5%

13

Points of Contact — 2008
Snapshot — LiveHelp Contacts
n = 20,939
Age
n = 3,308
<18 Years

1.2%

18-34 Years

18.7%

Sex
35-44 Years

n = 2,021

13.8%

45-64 Years

23.4%

>64 Years
Female, 76.1
%

42.9%

Male, 23.9%

Education
n = 2,010

32.3%
29.6%

18.6%
14.5%

1.2%
Grade
School

3.8%

Some High High School
School
Graduate

Some
College

Demographic data are from a random sample of LiveHelp contacts; data collected according to OMB No. 0925-0208.

College
Graduate

PostGraduate

14

Points of Contact — 2008
Snapshot — LiveHelp Contacts (continued)
n = 20,939
Household Income
n = 1,812

< $10,000

7.8%

$10,000 to $19,000

8.4%

$20,000 to $29,000

10.7%

$30,000 to $39,000

10.5%

$40,000 to $59,000

17.5%

$60,000 to $79,000

14.3%

> $80,000

30.7%

Household Size

33.4%

n = 1,761

19.5%

18.5%

16.9%

7.7%
2.4%
0-1

2

3

4

5

6

0.9%
7

Number of Persons in Household

Demographic data are from a random sample of LiveHelp contacts; data collected according to OMB No. 0925-0208.

0.3%

0.0%

0.2%

8

9

10 or
More

15

Points of Contact — 2008
Snapshot — LiveHelp Contacts (continued)
n = 20,939
Race*
n = 1,951

American
Indian or
Alaska
Native, 2.6%

Ethnicity by Race*

Asian, 7.6%
African
American /
Black, 5.5%

White, 83.9%

84.7% 84.1%
Hispanic or Latino n = 111
Not Hispanic or Latino n = 1,779

Hawaiian or
Other Pacific
Islander, 0.4
%
7.5%

6.3%

Ethnicity

2.4%

n = 1,907

American
Indian / Alaska
Native
Not Hispanic
or
Latino, 91.6%

3.6%
Asian

5.4% 5.6%
African
American /
Black

0.0% 0.3%
Native
Hawaiian /
Other Pacific
Islander

White

Hispanic or
Latino, 8.4%

*A single contact may provide multiple responses to this data point.
Demographic data are from a random sample of LiveHelp contacts; data collected according to OMB No. 0925-0208.

16

Points of Contact — 2008
Snapshot — LiveHelp Contacts (continued)
n = 20,939

Among Those With Access to Healthcare

Where Access Healthcare
Have Access to Healthcare

n = 1,475

n = 2,010
76.5%

No, 26.6%

Yes, 73.4%

14.2%

Doctor's Office Clinic, Health
Center, or
Hospital Clinic

0.8%

2.4%

3.1%

Emergency
Room

Some Other
Place

No One Place

Demographic data are from a random sample of LiveHelp contacts; data collected according to OMB No. 0925-0208.

17

Points of Contact — 2008
Snapshot — LiveHelp Contacts (continued)
n = 20,939
Among Those with Insurance Coverage

Length of Coverage
n = 1,616

All 12 Previous Months

88.5%

Have Insurance Coverage
n = 1,999
Less Than 12 Months

No, 19.2%

10.5%

Yes, 80.8%

Type of Coverage
n = 1,616
Public
(Medicare, Medicaid, Go
vt. Plan)

18.6%

Private (HMO, Blue
Cross, Aetna, Other)

Demographic data are from a random sample of LiveHelp contacts; data collected according to OMB No. 0925-0208.

78.7%

18

Points of Contact — 2008
Snapshot — LiveHelp Contacts (continued)
n = 20,939
Customer Type

Primary Cancer Site*

Family/Friend

32.7%

Breast

General Public

21.1%

Lung

5.6%

Cancer Patient

12.8%

Smoker/Tobacco User
Health Professional
Top Five Customer Types

12.4%

Other Gastrointestinal

5.5%

7.0%

Prostate

4.6%

2.7%

Colorectal

76.4%

4.1%

Top Five Cancer Sites

32.2%

Purpose of Contact
Health Concern (Family/Friend)

21.6%

Understand Medical Information

19.2%

Health Concern (Self)

15.6%

Request Referral

8.1%

Help Locating Materials

5.9%

Top Five Purposes

70.3%

Subject of Interaction*

How Found Out About CIS

General Cancer Site Information

30.2%

Internet

8.0%

Treatment/Side Effect Management

21.2%

Family/Friend

0.6%

Smoking/Tobacco Use

8.0%

Health Professional

0.5%

Other Inquiry

5.9%

NCI Publications

0.2%

5.4%

Organization/Community Group

0.2%

Top Five Sources

9.4%

Hospital/Clinic/Screening Program
Top Five Subjects

70.8%

*A single contact may provide multiple responses to this data point.

19

Points of Contact — 2008
Snapshot — E-mail Contacts
n = 8,522

Customer Type

Primary Cancer Site*

Family/Friend

31.4%

Breast

General Public

24.0%

Other Gastrointestinal

14.2%
6.2%

Cancer Patient

13.9%

Prostate

5.4%

Health Professional

7.5%

Lung

5.3%

Student

4.0%

Colorectal

4.4%

Top Five Customer Types

80.7%

Top Five Cancer Sites

Subject of Interaction*

35.6%

How Found Out About CIS

Treatment/Side Effect Management

27.9%

Cancer.gov

General Cancer Site Information

23.5%

Other

31.8%
0.9%

Other Inquiry

13.4%

NCI Staff

0.1%

Coping

7.5%

LiveHelp

0.1%

Economic Assistance

6.5%

CIS Web Site

0.0%

Top Five Subjects

78.9%

*A single contact may provide multiple responses to this data point.

Top Five Sources

32.8%

20