Award Fee Beneficiary Inquiries

What is measured?

This metric measured the MAC’s timeliness of responses to complex inquiries forwarded from 1-800-Medicare/Beneficiary Contact Center (BCC) or from CMS Regional Offices.  The award fee criterion measures the percent of inquiries responded to in 10 days.  The years that are shown are 2008-2013.

Performance Data

Fiscal Year

Average Percentage Performance

Low

High

2008

61.0%

10%

99%

2009

72.8%

4%

100%

2010

86.0%

12%

100%

2011

89.8%

42%

100%

2012

95.0%

61%

100%

2013

95.3%

80%

100%

 

Trends and Observations

An overall positive trend in average performance can be observed for the 5 years measured.  The lowest score measured has also increased consistently over the past 5 years, from 10% in 2008, to 80% in 2013. From 2008 - 2013, there has been a 34 percentage point increase in the timeliness of inquiries responded to in 10 days.

Page Last Modified:
09/19/2016 04:59 PM