The Impact from the Solution:
| Sentiment Score | Avg. Time on Task (minutes) | Avg. Error Rate |
 |
 |
 |
| Overall: Improved by +4.7 points | Overall: Saved 32.2 Minutes | Overall: 28.5 Less Errors |
Key Take-Aways:
Note that many of the drastic improvements are due to the new system reducing paper worksheet data entry that transferees previously needed to complete for some of their tasks. This caused drastic delays in the old system.
Sentiment was most noticeably improved in this group, however their experience was also the most improved with the introduction of a truly integrated system versus the “smoke-and-mirrors” interface users previously used for benefit selection, which had technical problems in addition to data delays up to 24 hours.
User Testimonials/Quotes:
| “The system works well. I like it, you know, it makes sense.” – Transferee #5 |
| “I liked the points system! That was kind of interesting how I had a certain number of points and that was a very easy visual cue to what I’ve got left.” – Transferee #3 |