City plan members increased by about 31 subscribers. Healthcare, medicine care, vantage, ppo increases by 171 subscribers and cruger senior advantage 150 were gained. So i just wanted to give you those numbers and just so you know how our Communications Work and what type of migration and activity is going on out there and theres just a ill finish up here. Vision premiere plan which was another very popular addition that we did this year we have many, many, many compliments from membership thanking us and the board forayeding this. We enrolled 10,123 members. Thats huge. And 9,000 dependants so 19 lives all together. Last year we introduced voluntary benefits, these are your pet insurance, supplemental life, accident insurance, those types of things. We put those out there foreign rollment again this year and we received another 1100 enrollment s were total of about 5,000 for the supplemental benefits. A move on to finance and accounting, so when we wrapped up open enrollment now its budget time so we are preparing for the fiscal year 20182019 of this year and 1920 budget season in january there will be a presentation on the budget and the budget instructions that were passed down from the mayor s office just a week or so go. We have executed Service Agreement with a partner in our web design so were looking forward to im certain by open enrollment but hopefully earlier have a brand new website so were really looking forward to that work. Finance and accounting always help us out a lot during open enrollment and sometimes we dont give them enough credit for that and they help us a lot with their rates calculating our rates and going to the m. O. U. S and looking at the things and the differences between the m. O. U. S and how the employer contribution comes out and then when we get all that information and we start developing and writing our materials, theyre key in reviewing those materials and make sure theyre accuracy. So we have great participation in that from finance and accounting and communications always plays a big role. Again i want to do a shout out to Carole Karimi who is our new Communications Manager she came in and got the materials all drafted and so she helped us get them together and she was a huge help and she really dug in and what this is especially now with our Communications Going out with our confirmation letter she was key in that process as well. We did have a large website present as you can see, 58,000 website its in october and 2017 and again responsible for producing all the member materials and just recently we created 75,000 confirmation letters mailed and most of those have been received by membership according to our call volume which goes up when we mail something. Wellbeing will be presenting later the review of the wellbeing program, data and successes soy just want to mention that again we did 26 clinics, flu shot clinics in october and some in november as well and that is one of our big out reach during october the flu shot clinics along with providing either a help fair and open enrollment all at the same time and its really bringing in members and were there to answer questions so its been definitely. Its a bit fanatic and we might want to work on that next year but we did the same as we did last year with 4,131 flu shots between october and november. Speaking of off sites, we are geting and i know shavon will mention this a bigger percentage of participation so we go to department of Human Resources and the p. U. C. Building, we come to city hall, and those types of things and we saw about a 22 increase in participation this year and some of those i enjoy going that is ruccsf and we have a health fair with a flu shot and its great talking to the retirees and they have Great Questions and i learn a lot as far as Customer Services and things that they rely on us on and then got an opportunity to say a few words at the beginning of that. Kind of going over what is going to be new for 2018. One of my other favorite off site events is going up to mock sin and talk to the hedge employees up there and its my third year going up there and its great because i lose cellphone coverage before i a arrive so they have cellphone coverage but not my carrier and its nice and its a nice little break talking to them again they have a lot of questions and theyre very appreciative of us coming up there and going through these changes and answer ing their questions but theres a distance and a separation there. I also want to note too that we had opioid followup questions that i have included in the report. If you have any questions i can ask them and were also going to do an opioid update in february which all this information will be include inside in part of the presentation including commissioner press lynn breslin regarding job classes and what types of jobs are accessing or needing opioids and a few other questions that were clinical which came from dr. Follansbee and do they have any non opioid Pain Management policies or in development and what type of provider training and dr. Follansbee you saw the printed answers coming from the carrier. Yes, i thought the responses were quite appropriate and encouraging. And we have had a couple utilization meetings just this week from two of the plans and looking at some of the pharmacy utilization you can see the results from their opioid management plans that we went over last month. So at this time, if you continue through and look i can leave this after page 13, its right behind the directors report you will see the Operations Management reports. It starts off with calls and person assistance in october 2017. The top. Thats page 13. Yes. Ok. All right so im go to ask sha von conner our Operations Manager to come up and give a review of open enrollment metrics. Can i ask questions about the directors report or do you want to wait for the presentations. Is it something thats been covered . Its something thats been covered. Please. Flu vaccinations close to my heart so i appreciate it and im curious to know does the department see it mostly as a way to draw people in to get the flu vaccine but also to hear about other programs enrollments so thats really the sort of card to get them in not because our employees think they dont have access through their health plans or other means . Right. And stephanie, so one of the things when stephanie first started with h. S. S. And my discussions with her s. What can we do during open enrollment as far as not only increasing the participation in flu shots received but also its open enrollment this is the time to have the plans to ask questions and time to have h. S. S. There to ask questions. So i think the combination of those things has really added to the value of the flu shot, its encouraged more flu shot like i said theres 22 increase and thats just the people that are coming to us and asking questions and were tallying those so every year were doing this and including the flu shot its i believe its benefitting both divisions and stephanie would agree. Questions of the board . Im sorry to followup question. Are the recipients given a card that theyve gotten the vaccine and what the vaccine was and the lot and all that stuff in case theres a recall problem or something that the department is now responsible for in terms of administration or something . We partner with kaiser who provides those flu shots and im not sure what they give. I can tell you. Ok, good. Sorry. They give you a piece of paper but they dont give the details information. Its more like what the flu, i dont think they give you the lot and batch number and if its a recall it says a basic vaccine and who type of Adverse Reactions you may have. The fact they partner with a provider actually solves that problem. I think no member would want this with the lot and wait for f. D. A. Announcements so that answers the questions and i think its perfect. Great. All right. So any other questions . If not please. Shavon oconner will go over our Customer Service metrics for open enrollment. How are you . Im very good, thank you. How are you . Just fine. Health Services System and we have slides. I cant see them but i wrote a script. First i want to say im honored to be in Service Employees and retirees in the city of county of San Francisco. Its a privilege to ensure they have benefits, this Service Orientation is the north star by which Member Services does everything. To that point, open enrollment 2017 for a plan year 2018 was exceptional in every regard. Most notably as you can see we took 14 more calls, and then in 2016, we provided 13 more third floor inperson consultations and 22 more off site consultations and mostly at the largest benefit fares you will see in a later slide. We provided 19. 5 more first floor inperson consultations and we received and processed 24 more applications than last year which was the largest year in the history of h. S. S. We did 24 more this year. We also had roughly 10 fewer staff hours and this year instead of having 20 days of active open enrollment we had 21 days which is part of the underlying foundation for the bigger numbers. So 2017 Member Services benefited from the longer open enrollment in october so we had 5 fewer calls and because we process open enrollment in the beginning of november we allocated the staff almost exclusively to processing with a few people answering phones and it worked out really well and we processed in a timely fashion and we were only officer vis level by one second which i consider i pulled together a slide that shows you plan year 2015 over 2016 over 2017 so if you take the long view from 2015 to 2017 call volume is up by 32 inperson consultation is up by 54 and applications received is up 35 so the demand is rising at Health Service system. You can see the increased call volume hit the Service Level and speed of answer was over a minute which is not the best and its an expected impact with this kind of call volume. The next slide. Slide 6. I also did a day by day comparison of 2016 over 2017 we took 1400 more calls in 2017 than we did in 2016 part of it was due to the extra day of open enrollment in 2017 we took 962 calls. Also, there was a higher call generated by the new plans and answering those calls took a little bit longer because we wanted to make sure that people understood what the v. S. P. Premiere was and what trio was. The next slide. To me the real gamechangeer this year was technology and enabled for open enrollment and the the past few years the staff ing is flat but this year the Member Services team was really apt and fluent in the electric content Management System deployed at Health Service last year and instead of handleing application on paper by hand we scanned them all in to the e. C. M. And process them out of the e. C. M. And counted them and it allowed us it probably saved us at least 333 hours and thats a conservative estimate its probably more like 400 to 500 hours which helped us close the delta between the staff hours we had last year and what we had this year and still gave us a little bit more. Next slide. Our inperson contacts have increased and our inperson contracts have been on the first flor because Brian Rodriguez who mitchell mentioned earlier came up with a idea of having these little mini scanners at each station so instead of xeroxing applications and gives them back to members for the records we scan the application in on the spot and it linked in to the system and we gave the original back to the members so it was not only efficient it was green because we probably on the first floor alone scanned five or six thousand applications and thats five or six thousand pieces of paper we didnt have to replication replicate. The largest off site fairs were busyer. City hall was dish sent three Staff Members to the city hall off site benefits fair and they didnt get a break they were talking all daylong and people had tons of questions and it was similar and some of the fairs were flat and one of the p. U. C. Fairs but the bigger fairs we had that are more around the civic center are much bigger this year and Unified School District had a benefits at john owe owe owe we didnt get an accurate count because it was so many people that just like helped them as fast as can you. The next slide. The impact of o. E. , the demand of o. E. Impacted the abandonment rate and when the abandonment rate goes up because people dont want to wait anymore the call volume goes up because theyre going to have to call back and they have questions that need answers so for we were stretched thin because we were out across the city and our calls lasted a little bit longer delinquency and termination volume for october and november had what i consider to be year over year the normal fluctuation its higher this year but i wont go through the slides unless you request. We have the material in front of us. Thank you. I feel open enrollment is like christmas to me and its my favorite time of year. Its also a very challenging time of year and this year was more so and it takes h. S. S. Village to pull this off it takes everybody on our team to finance teresas team, marinas team to pull it will off and Member Services is more front and center and i consider everybody at h. S. S. To be a hero when were doing a really good job, no one knows were there when someone needs us we step forward to help out and it took many hours of evenings and start as every year during open enrollment to process 14,000 applications and so i want to recognize out of the hero some particular people who were there literally every night until 7 00 every saturday veterans day and they are florence lamb, yak chow , marine chan, ruby diaz and jesse. Our newest member. Each one of these people every hour of open enrollment whether on straight time or overtime so thank you to them but i wanted to list every person on the members Services Team and that was edited so thank you Member Services team i much appreciate it and i also really want to thank anthony who is blazing fast at work and he has a very complicated demanding job and already, he processed over a thousand open enrollment applications to help support the members Services Team and i want to acknowledge our noble leader who is the calm force in the storm and its very helpful to have someone just kind of say, slow your roll, focus on forward and keep going so thank you. All said this years open enrollment was epic and spectacular and i appreciate the opportunity for getting this experience. More importantly i really appreciate the team that i get to work with. Thank you. Thank you, are there questions from members of the board . I just have one question, you point out it was a wonderful report and i think also want to add congratulations to the team for all the work and it was spectacular and as you alluded to, call abandonment escalates particularly members anxiety, anger, hostility, and so do you have some idea about how long a member was on the phone before they were abandoned. Interview i think the average time before people abandon was about 65 seconds, i can look that up and provide it to the board. It looks to me like if i were called i would go back to the slide and maybe you had an average answering time and i think it was it was 73 seconds which is a minute and 13 seconds. Abandonment time is 65 is actually longer than the answer ing time i mean, again if there are ways where they look forward. I can look it up. Just look forward to how you can message when the calls come in and are there better times to call . Not better days. Avoid monday and friday but better times to call so members who are thinking about abandon ing their call because they just cant wait might have it would be left with a message how to maybe not be so angry and call at a better time . We did message that call volume was increased and it would we expected a longer hold time and i dont think that we put up messaging if you call first thing in the morning or between 4 00 and 5 00 and you have a better chance of getting through right away and one of the things about i. V. R. S and theyre frustrating as well and so when people finally get through pushing the buttons and listening to the message theyre already like grrr so i think everybody on the team knows that during open enrollment people are going to be frustrated and you just kind of have this practical mentality of like bring this person down and let them know theres no problem that we cant fix and that is the truth theres hardly any problems that we cant solve one way or the other. They may take time but part of this thing is delivering that message because if someone escalated but they know fundamentally well get them where they need to be and they calm down pretty fast. There are a few people that dont and thats just their nature so as Customer Service professionals and benefits professionals we have to deal with that. The comments were addressed to maybe not be fixed at the moment and fixed for future and look at some of these metrics and thank you for the wonderful report. You are welcome. Are there questions or comments . Commission commission lin. Thank you to all the staff that helped during open enrollment and for your leadership during this hard times when we didnt have our director so thank you for all your hard work. Thank you so much we appreciate it. Any other comments from the board . Well, on behalf of those who are silent and those who have spoken i want to say thank you directly and to the individual members of all the teams that you cited that what you have done here particularly this year with the new tools and new complexity that we the board and our decisionmaking delivered to you and you executed on it very well and an outstanding manner and were profoundly in your debt and so are the members of the system so thank you. Thank you so much. Are there any click Public Comments . Good afternoon, claire, i just wanted