1. Helping employees better
understand their Health
Account Plan on
mypgebenefits.com
Rianna Baeza
Psychology Major
Cal Poly San Luis Obispo
Health and Safety Workforce
Communications Intern
Benefits – Human Resources
rrbu@pge.com
Insert
Picture
Here
*Required
Problem Statement: PG&E employees need help understanding the Health Account Plan
(HAP). Clear and easy to understand communication is necessary so they can easily learn the
details of their health plan and appreciate its luxuries. Any confusion may impact important health
care and benefits decisions.
1 Review information currently available about the HAP
mypgebenefits.com
2 Assess employee confusion about HAP by creating a metrics
dashboard
Use web ergonomics
guidelines to evaluate
the website
Consistency
Simplicity
Cognitive Overload
Cognitive Directness
Card Metrics
Anthem
13,938 active account holder cards
1,441 suspended account holder cards*
17,611 active holder and dependent cards
1,821 total cards suspended
YSA
Active Cards
70%
Suspended
Cards* 30%
Previous Anthem
card vendor
Kaiser
6,727 active cards
10,493 debit card transactions
3 suspended cards
Current Anthem card
vendor
WageWorks
Active Cards
89.7%
Suspended
Cards* 10.3%
PG&E Benefits Service Center
Top Call Subjects*
Ongoing Benefits
Administrative Items
Retirement/Termination
IVR/WEB
Life Events
0
1,000
2,000
3,000
4,000
5,000
6,000
Calls Received
May 2016
Average Calls
Received
Monthly
PG&E Benefits Call Center
16% were not
resolved in a
one and done
Calls
Received May
2016
Website Metrics
In May 2016
• 187 Online Chats Received
• 141 Emails Secured
• 175 Call Center Enrollments
• 6,439 Web Transactions
• 327 Web Enrollments
• 18 Mercer Escalations
• 43 PG&E Escalations
• 5/5 Successful Client QA Calls
from Call Calibration session
Website Mobile site
3 Process for updating website
0
5,000
10,000
15,000
20,000
25,000
30,000
35,000
40,000
Jan - June 2015 Jan - June 2016
Express Scripts Call Center
0
2,000
4,000
6,000
8,000
10,000
12,000
14,000
16,000
Claims
Processed
13,423
Calls to Service
Center 611
Kaiser Claims
0
10,000
20,000
30,000
40,000
50,000
60,000
70,000
80,000
Claims
Processed
67,602
Calls to
Service
Center 3,457
Anthem Claims
Identify changes to be
made and document them
in word
Upload documents
with edits and excel
sheet of details for
programmer to
update
Review test site with
edits from
programmer and
provide approval
Page goes live!
A
B
C
D
17.96%
Make suggestions
• Recode menu on iPad version
so all sections are visible
• Mobile app menu could be
easier to navigate if there were
more than one menu for all
pages
• Quicker access to Kaiser and
Anthem member pages on
home page
• Consistently top viewed pages
should replace existing boxes
on home page
• 15+ individual page content
edits
PG&E’s Health Account Plan
really supports my physical
and emotional wellness!
No copays!4 free primary care
doctors visits a
year!
PG&E gives my family and I up
to $2000 a year to spend on
health expenses!
Employees will understand and appreciate the HAP