Start-Up Year Establishment Review

Start-up Operational Metrics: Weekly and Monthly Reporting
NOTE: Data Collected Weekly during Open Enrollment; Monthly during other periods
Category of Data
Collection

Data Elements

Data Specifics

Call Center

Total number of calls

Number of calls that enter the integrated voice response
system
Average length of time for which a call is connected to
automated call distribution system before answered
(Average time a caller waits in queue before being
connected to an agent)

Average speed of
answer

Web Chats (If SBM
uses this channel)

Website

IPAs

Mail/Written
Correspondence

Abandonment rate

Calls abandoned by caller/all calls; Calls abandoned by
caller/agent calls;

Average Handle Time
Total number of chats
Average speed of
answer

Time agent spends on call
Number of chats that are requested
Average time a caller (customer) waits in queue before
being connected to an agent to chat

Abandonment rate
Average Handle Time
Page Views

Web chat attempted and not connected/all web chats
Time agent spends on chat session
Number of page views across the whole site, average
time spent per page

Visits
Visitors

Number of visits, unique visits, and averages
Number of visitors, unique visitors, concurrent visitors,
and averages

Session Time

Average session duration across the site as a whole, per
section, tool, and top pages

Bounce Rates

Bounce rates across the site as a whole, per section,
tool, and top pages

Sources of Traffic

Numbers of traffic inbound, split by type (search
engines, referrals sites, widgets, badges, direct linking)

User Accounts
Email & listserv usage

Number of secure accounts established ("registered
users")
Total number of subscribers, total number of electronic
communication opt-ins, total messages, average number
of communications by type, trends

Individuals/families
served through IPAs

Total number of persons/families assisted in one-on-one
sessions

Number of assistors

Number of individuals trained & certified, by assistor
entity; specialty services provided by number of assistors
(languages, other kinds of targeted community help)
Number of letters or written inquiries received via mail
or fax

Total number of letters
& written inquiries
received
Average speed of
answer

Average length of time a customer waits "in queue"
before receiving a response or communication of next
steps
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Start-up Operational Metrics: Weekly and Monthly Reporting
NOTE: Data Collected Weekly during Open Enrollment; Monthly during other periods
Category of Data
Collection

Data Elements

Data Specifics

Average resolution time

Average length of time it takes to completely resolve
written inquiry end-to-end (includes multiple segments
& communications)

Average Handle Time
Topics

Time agent spends working on correspondence
The topics of inquiries that are handled by an agent
(could include enrollment, eligibility, referral, etc)

Eligibility Applications
submitted

Number of applications submitted by consumers or on
behalf of consumers, by type of application, Number of
applications submitted requiring follow up

Application acceptance
rate

Number of policies issued by SBM (within 30 days of
completed application submissions)/Number of
applications submitted through SBM and Medicaid/CHIP

Rate of Transfer of
accounts from
Marketplace to
Medicaid / CHIP
QHP Enrollment
requests submitted

Number of electronic accounts transferred to SBM
from Medicaid/CHIP; Number of electronic accounts
transferred to Medicaid/CHIP from SBM

Customer Service

Customer Service
Satisfaction

Education and
Outreach

Ad Spots & Airings

Satisfaction rates with customer service lines of
business, by channel based on surveys and monitoring of
activities
Number and type of ad spots, placements, airings, reach,
frequency

Eligibility and
Enrollment

Number of QHP enrollment requested submitted,
Number of QHP enrollment requests submitted
requiring follow up (inconsistencies, exceptions), by
channel, by size of household

Banner ads

Number and metrics for banner ad(s) impressions, clicks,
click through rates, average cost per click, views, percent
viewed, cost per click, cost per completed view, cost per
signup

Search Engine
Marketing

Clicks, click through rates, impressions, views & percent
viewed, cost per click, cost per completed view, cost per
signup

Radio & Satellite media
tours
Quantitative Tracking
Surveys

Number of RMTs & SMTs

Materials & publication
orders

Number of materials produced & requested, by type of
product, top orders, (downloads, printing, distribution)

Events

Number of events held or attended by state or partners
on behalf of state

Overall awareness of Marketplace, message agreement,
purchase intent, favorability

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Start-up Operational Metrics: Weekly and Monthly Reporting
NOTE: Data Collected Weekly during Open Enrollment; Monthly during other periods
Category of Data
Collection

Data Elements

Data Specifics

Media Impressions &
Clips

Number of Traditional media clips in print, online and
broadcast, resulting # of impressions

Social Media usage

Number of blog posts & views, Facebook followers,
comments, tweets, re-tweets, questions, Video posts &
views

Partners Engagement

Number of partner commitments, activities conducted,
outreach & education events, materials distribution

Culturally &
Linguistically
appropriate services
used

By channel volumes/materials produced & distributed,
languages served via direct assistance, languages served
via 3rd party translation services, languages requested
but not serviced, alternative formats addressed

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