![]() The Connector and Accenture are negotiating the basis for a longer-term contract as well, Gutierrez said. ![]() "We'd like to start planning for key improvements in time for the 2022 open enrollment, which opens for shopping on November the first." "In general, it can take several months to implement contact center improvements, and the annual open enrollment process is that point at which the most members have the most critical interactions with the Health Connector," he said. Gutierrez said the plan involves tight, ambitious timelines. He said payments made under the agreement would be credited toward "overall implementation of proposed platform and service components, including, significantly and for the first time ever, a Connector-owned and controlled customer relationship management that will help us avoid long-term vendor lock-in and the pain and member disruption inherent in vendor transitions every time we re-up or renew or re-procure a contract." The board approved what Gutierrez described as a "short-term letter agreement" with Accenture, with a cap of $3.4 million. We've heard that clearly from our members," Executive Director Louis Gutierrez said during a livestreamed board meeting. ![]() The Massachusetts Health Connector on Thursday took what its executive director described as a "significant step" toward improving its customer services, green-lighting an agreement for call center planning and design work this summer.
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