COUNTY OF SAN MATEO

Inter-Departmental Correspondence

Human Services Agency

DATE:

May 27, 2008

BOARD MEETING DATE:

June 17, 2008

SPECIAL NOTICE/HEARING:

None

VOTE REQUIRED:

Majority

TO:

Honorable Board of Supervisors

FROM:

Beverly B. Johnson, J.D., Director, Human Services Agency

SUBJECT:

Second Amendment to InTelegy Corporation Agreement

RECOMMENDATION:

Adopt a Resolution:

A.

Authorizing the execution of a Second Amendment to the InTelegy Corporation Agreement to provide consultation on plans for implementation of streamlined processes and procedures and monitoring tools for the Health Insurance Telecenter (HIT) Medi-Cal call center for the term remaining November 15, 2007 to June 30, 2008, increasing the amount by $79,600 to $119,600, with $3,980 Net County Cost; and

B.

Authorizing the Director of the Human Services Agency or the Director's designee to execute contract amendments which modify the County's maximum fiscal obligation by no more than $25,000 (in aggregate), and/or modify the contract term and/or services so long as the modified term or services is/are within the current or revised fiscal provisions.

VISION ALIGNMENT:

Commitment: Responsive, effective, and collaborative government.

Goal(s): County employees understand, support and integrate the County’s vision and goals into their delivery of services.

This Agreement contributes to the County’s commitment and goal by providing for an assessment and recommendations for improvements of the Health Insurance Telecenter (HIT) Medi-Cal call center and, as a result, will lead to improving service delivery to clients.

Performance Measure(s):

Measure

FY 2006-07

FY 2007-08
Target

Error rate of cases discontinued without a Notice of Action 10% or less.

21%

<10 %

Reduce overdue re-determinations which currently make up 13% of 23,000 Medi-Cal cases.

13%

<1 %

BACKGROUND:

In 2003, InTelegy implemented a Call Center System for HSA’s Medi-Cal clients. The Call Center manages 25,000 ongoing Medi-Cal and Food Stamps cases for the County. Since the launch of the Call Center the State of California has introduced a new eligibility determination system referred to as CalWIN. This new system has revamped the process in which re-determinations are completed and upon which the Call Center structure was developed. The resulting changes strained the current system within the Call Center. As a result, performance outcomes have lagged in recent years putting our County’s program at risk of performance-related fiscal sanctions. San Mateo County is interested in ensuring that the Call Center structure is congruent with the new State system, in utilizing the most up-to-date technology, and that its employees have on-going training in support of their functions.

DISCUSSION:

The InTelegy consultants will provide training to the newly appointed Operations Manager. They will develop appropriate metrics and design monitoring tools to include: an operations plan for a task management process, the management of CalWIN alerts, management reporting, telephone technology, management mentoring and report analysis. Additionally, the consultants will provide skills enhancement training for HIT staff.

To satisfy the requirements of a Medi-Cal audit, the County has awarded additional funds to the Contractor to re-organize the operations of the HIT Telecenter to improve quality assurance.

The contractor has assured compliance with the County's Contractor Employee Jury Service Ordinance, as well as all other contract provisions that are required by County ordinance and administrative memoranda, including but not limited to insurance, hold harmless, non-discrimination and equal benefits. Risk Management has approved the Contractor’s insurance, and County Counsel has reviewed and approved these documents as to form.

FISCAL IMPACT:

The term of this Agreement remains November 15, 2007 through June 30, 2008. The total obligation under this Agreement is being amended from $40,000 to $119,600 increasing the total obligation by $79,600. The additional $79,600 is 95% funded by State and Federal Welfare Administration revenue. The Net County Cost is $3,980. The appropriation for this Agreement has been included in the Recommended Budget for FY 2008-2009.