What Needs Your Attention This Week
CRM Migration Risk
Timeline has slipped 6 weeks (Now April vs Feb). Action: Approve mitigation strategy & budget adjustments for $1.3M overrun.
CS Staff Retention
6 CS-03/04 departures due to workload & career limits. Action: Review workload allocation and fast-track retention plan.
Processing Bottleneck
Average time jumped to 47 days. Action: Review secondary review processes for the 12% spike in complex cases.
Client Satisfaction
Dropped to 72% (below 80% standard). 34% cite wait times. Action: Approve interim communications plan to set wait time expectations.
Core KPIs (At a Glance)
Volume Processed
142,387
Avg. Processing Time
47 Days
Client Satisfaction
72%
Budget Burn
68.9%
Client Complaint Drivers (Q3 Survey)
Sample size: n=4,218. Highlights areas causing the CSAT drop to 72%.
Digital Intake Pilot vs. Legacy
Launched in October. 8,412 applications processed (5.9% volume).
Operational & Financial Context
Staffing & Capacity
- 23 New FTEs: Currently in training, temporarily reducing overall processing efficiency.
- Vacancies: 11 empty positions total. 4 positions vacant >120 days.
- Caseload: 12% increase in complex cases requiring secondary review.
Financial Variance
- Salary Envelope: 71.2% committed ($14.8M of $20.8M).
- IT Overrun: $1.3M in unplanned costs linked to the delayed CRM migration.
- Overtime: $400K spent during the October backlog surge.
Digital Pilot Gaps
While the pilot outperforms legacy on speed and error rates, two main issues require resolution before scaling:
Scheduled for Q4 remediation.