California LifeLine Third-Party Administrator Renewal Process Analysis

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The presentation focuses on the renewal process statistics and progress of the California LifeLine program, emphasizing recertification rates and outcomes. It discusses the resumption statistics, national verifier's impact, and catchup period analysis in achieving renewal success rates. The data and findings aim to inform the ULTS Administrative Committee's decisions and strategies for program improvements.

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California LifeLine Third Party Administrator Presentation to the Administrative Committee June 20, 2023 Presentation to the ULTS Administrative Committee

2 Renewal Process Resumption Statistics and Progress California Public Utilities Code 878.6 (b) provides: Before January 1, 2023, the commission shall, as part of an existing proceeding and in consultation with lifeline service providers, the Federal Communications Commission, and the Universal Service Administrative Company, adopt updated rules for the lifeline program with the goal of achieving recertification rates at least equivalent to those rates achieved by the Universal Services Administrative Company as the administrator for the federal lifeline program. USAC has shared its renewal calculation method: USAC determines the renewal rate by taking the total population eligible for renewal vs. those who fail to pass the renewal. (total failed renewal/total eligible to renew) This will include consumers who pass the renewal process using automatic database checks. Presentation to the ULTS Administrative Committee

3 Renewal Process Resumption Statistics and Progress Lifeline National Verifier (Verifier) Reverification and Recertification Outcomes by Availability of State Database Connections Between June 2018 and June 2020, existing Lifeline subscribers in states with state database connections to the Verifier were more likely to have their continued eligibility for Lifeline confirmed during reverification and recertification than those in states without any such connections. On average: About 75 percent of existing subscribers in states with state database connections to the Verifier were reverified, while just 59 percent of existing subscribers were reverified in states without such connections. Nearly 90 percent of existing subscribers were recertified in states with state database connections to the Verifier, while just 73 percent of existing subscribers were recertified in states without such connections. Source: GAO analysis of Federal Communications Commission data. | GAO-21-235 Presentation to the ULTS Administrative Committee

4 Renewal Process Resumption Statistics and Progress Catchup Period (Renewals starting 7/1/2022 10/31/2022) Eligible for renewal 591,115 + 353,557 (preemptive renewal population) Failed renewal o Hard denied/initial form 7,672 o Hard denied / second form 196,866 Total population who fail to pass the renewal / Total population eligible for renewal = Renewal Failure Rate 204,538 / 944,672 = 21.65%, thus the renewal rate for the Catchup Period is 78.35% Presentation to the ULTS Administrative Committee

5 Renewal Process Resumption Statistics and Progress Post-Catchup Period (Renewals starting 11/1/2022 3/3/2023) Eligible for renewal 330,223 Failed renewal o Hard denied/initial form 3,813 o Hard denied / second form 59,202 Total population who fail to pass the renewal / Total population eligible for renewal = Renewal Failure Rate 63,015 / 330,223 = 19.08%, thus the renewal rate for the Post-catchup Period is 80.92% Presentation to the ULTS Administrative Committee

6 CalFresh Confirm Hub Impact - Renewals Between 11/1/2022 and 3/3/2023 renewal processes started for 330,223 subscribers. We do not have results for all these subscribers yet because some are still within their 105-day renewal timelines 199,257 subscribers were found in CalFresh Confirm on day 0 and were renewed 838 subscribers were found in CalFresh Confirm by the reviewer during the review of their initial renewal forms and were renewed 5,114 subscribers were found in CalFresh Confirm before issuing a soft denial for nonresponse to the initial renewal form and were renewed 95 subscribers were found in CalFresh Confirm by the reviewer during the review of their second chance renewal forms and were renewed 4,341 subscribers were found in CalFresh Confirm before issuing a final hard denial for nonresponse to the initial renewal form and were renewed 209,645 subscribers were renewed based on CalFresh Confirm matches As of 6/11/2023, for this population of subscribers, 242,478 subscribers have been successfully renewed 86.46% of the subscribers who have successfully renewed have renewed based on positive CalFresh Confirm matches Presentation to the ULTS Administrative Committee

7 Outreach Partnership with California Dept of Social Services Starting August 2022, DSS CalFresh added a hyperlink to CaliforniaLifeLine.com in its Additional Resources section Through May 2023, there have been 4,571 unique click-throughs to the LifeLine public website Month Users referred from www.cdss.ca.gov to CaliforniaLifeLine.com Aug 2022 770 Sep 2022 269 Oct 2022 371 Nov 2022 444 Dec 2022 349 Jan 2023 509 Feb 2023 491 Mar 2023 530 Apr 2023 420 May 2023 418 Presentation to the ULTS Administrative Committee

8 New TPA Contract Deliverables - Standalone Household Worksheet Process Household worksheets are no longer be a part of the annual renewal form packets Subscribers mid-term service address changes are evaluated for household worksheets If a subscriber s new service address matches the service address of an existing active subscriber, the subscriber whose address has changed must complete a household worksheet Subscribers have thirty (30) calendar days to submit completed worksheets Subscribers may submit completed worksheets to the TPA by mail, through CaliforniaLifeLine.com, through the TPA s interactive voice response system, and through a Service Provider which uses the Service Provider Intake API (SPIA) Benefits: The LifeLine Administrator is better able to monitor compliance with the one benefit per economic household Program rule Aligns to USAC s household worksheet approach More subscribers will be submitted on day 0 for CalFresh Confirm database matching Presentation to the ULTS Administrative Committee

9 New TPA Contract Deliverables - Standalone Household Worksheet Process Data for 3/31/2023 6/5/2023 Issuance Month March 2023 March 2023 March 2023 Status Approved Cancelled Denied Count 204 17 54 Presentation to the ULTS Administrative Committee

10 New TPA Contract Deliverables - Standalone Household Worksheet Process Data for 3/31/2023 6/5/2023 Issuance Month April 2023 April 2023 April 2023 April 2023 Status Approved Cancelled Denied Pending Response Count 6,909 1,358 4,257 996 Presentation to the ULTS Administrative Committee

11 New TPA Contract Deliverables - Standalone Household Worksheet Process Data for 3/31/2023 6/5/2023 Issuance Month May 2023 May 2023 May 2023 May 2023 May 2023 Status Approved Cancelled Denied Pending Response Pending Review Count 6,751 566 206 3,815 30 Presentation to the ULTS Administrative Committee

12 New TPA Contract Deliverables - Standalone Household Worksheet Process Data for 3/31/2023 6/5/2023 Issuance Month June 2023 June 2023 June 2023 June 2023 June 2023 Status Approved Cancelled Denied Pending Response Pending Review Count 1,081 53 1 950 15 Presentation to the ULTS Administrative Committee

13 New TPA Contract Deliverables - Standalone Household Worksheet Process Data for 3/31/2023 6/5/2023 Issuance Month March 2023 April 2023 May 2023 Total Denied Denied No Response 48 4,207 190 Percentage 54 88.89% 98.83% 92.23% 4,257 206 Presentation to the ULTS Administrative Committee

14 New TPA Contract Deliverables Expanded Reporting Connection and Conversion Reports for Wireline Service Providers Waste, Fraud, and Abuse Prevention Determination Invoice Inward/Outward Participant Emails Webchat External Eligibility Outage and TPA System Availability Inbound Mail Outbound Mail Outbound Dialer Inbound Calls TPA Operations Call Center Invoice Daily Service Providers Requests and Error Activity Enrollment, Caseload, and Population Public Website Analytics National Change of Address Enrollment Statistics Review Queue Snapshot Presentation to the ULTS Administrative Committee

15 Program and Operations Reports Program Participation Active LifeLine Subscribers Wireless: Response & Approval Rates All Form Types Wireline: Response & Approval Rates All Form Types Top 5 Denial Reasons Subscriber Count Trends for Largest Service Providers Enrollment Eligibility Methods Program versus Income Enrollment Eligibility Methods By Qualifying Program Enrollment Application Volume By Received Channel Renewal Form Volume By Received Channel Standalone IEH Volume By Received Channel Call Volumes English & Spanish Call Volumes Other Supported Languages Presentation to the ULTS Administrative Committee

16 Program Participation Active LifeLine Subscribers Current: Total Number of Active LifeLine Subscribers as of June 1, 2023 Wireless: 944,708 Wireline: 165,056 Total: 1,109,764 March 2023 Administrative Committee Meeting: Total Number of Enrolled Subscribers as of March 1, 2023 Wireless: 954,950 Wireline: 168,776 Total: 1,123,726 Presentation to the ULTS Administrative Committee

Wireless: Response & Approval Rates All Form Types Month /Year Jun 2022 Jul 2022 Aug 2022 Sep 2022 Oct 2022 Nov 2022 Dec 2022 Jan 2023 Feb 2023 Mar 2023 Apr 2023 May 2023 # Total 137,389 125,364 191,822 211,606 264,663 256,948 233,616 190,784 163,260 165,362 153,505 152,288 2,246,607 # Responded 122,977 113,846 174,339 188,609 202,030 190,492 178,431 165,495 138,778 140,428 135,357 140,806 1,891,588 % Responded 89.5% 90.8% 90.9% 89.1% 76.3% 74.1% 76.4% 86.7% 85.0% 84.9% 88.2% 92.5% 84.2% # Approved 118,779 110,915 171,147 181,954 187,793 177,724 167,259 159,026 132,669 133,838 130,855 137,491 1,809,450 % Approved 96.6% 97.4% 98.2% 96.5% 93.0% 93.3% 93.7% 96.1% 95.6% 95.3% 96.7% 97.6% 95.7% Total Presentation to the ULTS Administrative Committee

Wireline: Response & Approval Rates All Form Types Month Year Jun 2022 Jul 2022 Aug 2022 Sep 2022 Oct 2022 Nov 2022 Dec 2022 Jan 2023 Feb 2023 Mar 2023 Apr 2023 2023 # Total 2,413 2,345 17,478 46,584 46,538 48,652 33,428 15,927 6,609 6,939 5,273 3,736 235,922 # Responded 1,600 1,528 16,802 43,760 38,098 38,011 25,865 13,339 5,152 4,352 3,073 2,977 194,557 % Responded 66.3% 65.2% 96.1% 93.9% 81.9% 78.1% 77.4% 83.8% 78.0% 62.7% 58.3% 79.7% 82.5% # Approved 1,471 1,405 16,562 42,580 36,281 36,137 24,731 12,764 4,563 3,635 2,620 2,643 185,392 % Approved 91.9% 92.0% 98.6% 97.3% 95.2% 95.1% 95.6% 95.7% 88.6% 83.5% 85.3% 88.8% 95.3% Total Presentation to the ULTS Administrative Committee

19 Top 5 Denial Reasons: June 2022 May 2023 Denial Code Type Form Description Failure to return the renewal form by the due date Failure to return the renewal form by the due date Failure to return the application form by the due date Documentation does not meet the eligibility guidelines. Failure to return ID verification form and documentation Correctible Denial Renewal 22-15 Hard Denial Renewal 24-8 Hard Denial Application 8-9 Correctible Denial Application 6-22 Hard Denial Application 5-16 Presentation to the ULTS Administrative Committee

Top 5 Service Providers by Subscriber Counts 450,000 400,000 350,000 300,000 250,000 200,000 150,000 100,000 50,000 0 Jun 2022 Jul 2022 Aug 2022 Sep 2022 Oct 2022 Nov 2022 Dec 2022 Jan 2023 Feb 2023 Mar 2023 Apr 2023 May 2023 Others 295,031 295,745 295,881 296,830 295,555 287,456 274,404 268,152 271,555 276,357 277,981 274,357 Assurance Wireless(6664) 372,852 386,964 389,564 399,796 410,576 406,284 394,592 380,309 347,740 356,082 347,965 341,155 Boomerang(262H) 84,187 78,860 81,220 91,344 93,438 85,659 82,912 91,710 94,518 97,196 98,688 101,504 SBC(9740) 182,859 182,093 180,153 178,779 176,724 170,916 163,476 159,460 159,834 160,508 159,827 158,986 Telscape(4280) 237,984 240,077 238,428 225,425 210,503 195,508 180,241 173,193 175,544 176,384 177,611 174,553 Tracfone(585B) 155,102 152,275 158,496 155,633 171,232 175,069 170,590 165,911 163,210 157,143 160,295 166,360 Others Assurance Wireless(6664) Boomerang(262H) SBC(9740) Telscape(4280) Tracfone(585B) Presentation to the ULTS Administrative Committee

Enrollment Eligibility Methods Program versus Income Presentation to the ULTS Administrative Committee

Enrollment Eligibility Methods By Qualifying Program Presentation to the ULTS Administrative Committee

Enrollment Application Volume By Received Channel June 2022 through May 2023 # Enrollment application forms received Presentation to the ULTS Administrative Committee