Massachusetts Health Connector Authority Renews Agreement with Dell Services, Extending a Range of Flexible, Efficiency-Driving Solutions for the Insurance Exchange

• Extension includes enrollment, billing, website and customer experience services that are specifically tailored    to meet the needs of Massachusetts residents and are easily adapted to meet increased demand
•  Agreement extends relationship through mid-2013

The Massachusetts Health Connector Authority (Health Connector) and Dell Services announced today the two-year extension of an agreement through which the healthcare technology solutions provider will deliver a range of enrollment, billing, website and customer experience services. The agreement spans across the Health Connector program, with a large percentage of work focused on “Commonwealth Care” (the low or no-cost health insurance option for qualifying residents to receive comprehensive benefits and a choice of health plans).

The Health Connector, which was one of the nation’s first health insurance exchanges, was established to provide all Massachusetts residents with easy access to affordable insurance coverage. As other states seek to build their own insurance exchanges, Dell is able to apply the expertise and best practices it has developed through its relationship with the Health Connector. In an effort to help make the enrollment process as streamlined as possible for residents, Dell provides maintenance and development services for the Health Connector’s primary web portal, which directs current and future enrollees to the plan options that best meet their individual needs.

Enrollment mistakes can be costly for the individual, the Health Connector and the provider. To help ease the online enrollment process, Dell operates a multilingual call center to assist residents who qualify for Commonwealth Care in identifying and enrolling in the insurance plan that best meets their needs, while also helping to ensure they understand how best to take advantage of their newly-provided healthcare coverage. To help facilitate residents’ various communication needs, Dell oversees all phone, web and postal mail interactions. Once a resident has enrolled in a plan, Dell can provide them with tools to send inquiries and receive responses online or by phone, according to their individual preferences.

Since the initial agreement was signed in 2008, Dell has continued to add new services to meet increased demand. For example, in 2009, Dell began delivering billing services through its proprietary Xcelys(TM) software solution. Through Xcelys, Dell can deliver an enhanced billing solution that enables Health Connector to reduce billing and back office costs, while providing added convenience features for enrollees such as the option of paying via electronic funds transfer (EFT). Dell has also worked with the Health Connector to expand and scale its services to meet increases in demand as residents are transferred from other state-managed healthcare programs to the Health Connector program.

Additionally, by overseeing the customer experience and maintaining a central, secure repository of information, Dell helps the Health Connector analyze enrollment and customer interaction data to help improve future services and better serve its member population. Member experience is a high priority for the Health Connector, and Dell’s tools are designed to support its commitment to customer service.

Quotes:

Glen Shor, executive director, Commonwealth Health Insurance Connector Authority:
"This contract extension will allow us to maintain a strong relationship with our members as well as the ability to navigate new enrollees through what may otherwise appear to be a daunting maze. A robust customer service experience is critical to the success of any health exchange."

Berk Smith, vice president, Dell Healthcare and Life Sciences Services:
“Dell is committed to the Health Connector’s continued success by enhancing member experience, reducing costs and driving efficiencies. We are proud of our role in this effort and are committed to providing services that help drive the program’s continued success.”

About The Massachusetts Health Connector authority
The Massachusetts Health Connector is an independent state authority that helps residents find insurance coverage. Of the 400,000 Massachusetts residents newly insured since enactment of the state's landmark reform legislation in 2006, more than one-half receive their coverage through the Connector.

About DELL
Dell Inc. (NASDAQ: DELL) listens to customers and delivers worldwide innovative technology and business solutions they trust and value. Dell Services develops and delivers a comprehensive suite of IT and application services, business process solutions and consulting services designed to help customers succeed.