7 that had access to selfservice decided to send us a piece of paper instead. So not too bad. Last year, when our pilot, when we did about those numbers i mentioned earlier about 12,000 or so, when our first rollout. I think adherence was about 20 . Compared to todays 24 . So on slide 6, i think some of the things that helped us have success and the lower number of phone calls as well as e benefits is our outreach. Back in september, i told you we did improvements to our communication and i think it showed based on the feedback i got from the staff that speak to the members enough, that they were understanding our guides better. We did a lot of work on the inside improving on the graphic look, making it easier to read. In many cases, it worked on the copy without changing top of the actual meaning. I think this was a success too. Its the first time we were able to demonstrate that our communications improved the open enrollment experience. On the next page, continuing with outreach, just to go over the specific numbers of our direct Member Engagement. These are the offsites. You can see the numbers here. A lot more people show up to these things and we actually spend time with this, so those numbers are actually bigger. But i want to look at air here. Thats airport. Sfo. About 200 people. That was 11 to 2 or 10 to 1, two to three hours we were there in the morning. We also did a second shift, marina and i, went out from from 10 p. M. To midnight to speak to a lot of the staff that are starting the third shift. So marina did her advising on ebenefits and i tried to help everyone with the benefits, but it was a great experience and we saw at least 200 people from that time, 10 00 p. M. To midnight. A lot of good feedback. A lot of these offsites were health fairs where we included flu shot clinics and i didnt want to mention for carrie here, that we did increase the number of flu shots to 3. 1 increase from last year. So total of 4,482 flu shots this year, 204 being high dose. And thats just about 18 but the goal was 4500, so they missed it just by 18. Thats good to hear, its increasing 3. 1 over the year. On page 8, i want to talk about the outreach. Again, this is one of the reasons that i think we had such good success with ebenefits is part of the outreach. And a lot of that has to do with the fact that some marina, including marina went to the offsites and promoted e benefits. The benefits analyst had on blue shirts that San FranciscoHealth Service system and what i called the geek squad, had a note on there, saying ask me about e benefits. So i think that did a lot to promote ebenefits. We also had a howto video on the website along with the regular open enrollment video which was nice. We had codes. We pass these out, so its easy to access ebenefits are their smart phone. So i want to step into another category on page 9. Talking about the planned enrollment. In is looking at the migration of what happened, this is results of the open enrollment as far as plan changes are concerned. This is preliminary. There is a lot of work that takes into getting these numbers exact and looking at the reasons and thats why we present the demographic report in february. So there may be some more additional information, but just a few things. Comparing to 2019, and those orange columns, this is the variants. And some things that are a given, city plan pretty much decreased the most, with 14 employeeonly moving out of the plan. 12 employee plus one and five families moving out of that plan. But another thing ive noticed is that employeeonly and kaiser and blue shield trio, both decreased. Now there could be a few reasons for that, which were looking into, and this takes a lot of time, were working with peoplesoft. These could be employees only moving to family coverage or adding a dependent and staying with the same plan. I want to do a little more research, are they staying in the same plan, or migrating to a different plan. We have to keep in mind that diva happened in 2018 and some are putting spouses back on, because we only allowed them to perfect their claim for the dependent eligibility through september. So and then during open enrollment, they were allowed to put them back on for 2020 if they provided documentation. There was some of that going on, too. Also noticed that 85 people left waive, that means having no benefit and moved into some of these plans. Again, id like to see where they went and get a little more information about that. But that in general shows you overall, there was an increase in employ plus one of family coverage. So definitely some interesting things here that i think is worthy of us looking into and maybe having an addendum to this in february with the demographics report. On page 10, quickly, as many of you know, we have the split family situations for families that have one medicare member. They can be in United Health care, ma, ppo and then have one in city plan, they could be in blue shield. So we just look at a little bit of that migration, kind of the same thing. With a little bit more leaving trio this year. On page 11, this is our dental plans. I see a good number of people here to the far right, the variants, leaving what we all our dental hmos and moving into delta dental. I dont think thats too uncommon as those plans seem to continually be more unpopular. Then there are benefits weve added this year to delta and the rates have pretty much stayed the same. Then on slide 12, vsp, this plan is extremely popular. This is our premier plan, if youre enrolled in a medical plan, youre enrolled in basic, but you can double your benefit. You get glasses every year. Frames, allowance, 300, et cetera. So again, there is significant increases in here. We went from 15,000 to almost 18,000 for 20. And just for if you remember, when we first started this plan for the plan year, well plan year 2018, the enrollment was 10,801. That was the first year. As you can see, weve increased significantly. On page 13, weve also significantly increased, thanks to two open enrollments, of voluntary benefits that we initiated for all city and county a couple of years ago. You can see here that we increased by 1900 from november. And just so you know, or recall, we had a mid year open enrollment for these voluntary benefits around july. So we went up from july of 9,274 to 11,000. Our initial enrollment prior to july was just 5600. So quite a significant increase in voluntary benefits. I think the word is getting out and people are like can the benefits liking the benefits. Just a couple of comments on page 14. This is a snapshot of enrollment, these pages that i just went over. So you know, from january 1 to november, when we started looking at this. There is plenty of retirement. There are people who leave the city and new hires. So those change throughout the year. So this is looking at november. Whereas the demographics report will go from january to january. And that will be showing january 1st. I think thats about all i wanted to say, except for the fact, something new we did this year, we provided two surveys. One was to our own staff and Member Services asking them about their thoughts on their preparedness for handling open enrollment. And then we did a followup survey with the staff after that. We also surveyed the entire membership asking for their feedback on open enrollment. And we received almost a thousand responses on the membership survey. So i was going to add a little bit of that in this report. But i got so interested in it, that i wanted to provide a little more information in january on the results of that survey and followup items well be doing. But thanks to marina and her staff. She pretty much directed the whole plan of getting selfservice up on the past two plan years. Working not only with the department of technology, or not only the controllers office, but the department of technology and getting that going. And if you see three departments in the city working together that well, its unusual. I think it has a lot to do with her and her personality and to get everyone working together. Like i said, huge successful ebenefits rollout for the entire city. And again, the staff. The Member Services staff for taking all the phone calls and talking to those people and perfecting those enrollments and that type of thing. Our Communications Department that did all of the hard work. Care and ryan on improving those materials. And also finance. If we didnt have finance, we wouldnt be able to print those rates and talk about those rates correctly. Again, everyone really stepped up and did a fabulous job. It was a very good open enrollment. Any questions . President breslin just want to thank you for your dedication. Did i hear you went to the airport at 10 00 at night . Yes, we did two offsite events at the airport. Health fairs. We sat there and discussed president breslin thats great. And they werent flying out that night either. Taking a flight after . Yeah, it was tempting. [laughter] open enrollment wasnt quite over yet. Commissioner follansbee on behalf of the members and this board, i know every year this is a herculean effort for you and your team, youre to be commended and i thank you for your diligence, each and every one of you. Thank you, appreciate that. I would concur. This is spectacular in terms of the migration to ebenefits. Its something that makes sense in this era. I have a couple of questions. One has to do with the people who show up in the lobby on the third floor. Number one, do you have a sense about what their encounter time is . How long are they there to get their questions asked and answered. As awalked through, there are several terminals, i think. So are members able to complete their ebenefits there . Is there staff to help them so they can actually use the equipment in the reception area . I was impressed with the number of terminals and the possibility that could facilitate the learning curve and next year, you might have fewer facetoface encounters. Absolutely. We have some idea of the wait times in the lobby. It is right now the system that were using the sales force, the people log in when they come in and the timer starts there. And the timer changes time whenever theyre called in and then it changes time again when they leave. It rounds off to like an hour. So its very inaccurate. And were looking at more ways of gathering that information. But we do notice it. And it also depends on the problems, but the staff is really good of keeping an eye on because they can see through the sales force, how many people are waiting and most of the offices, you can see how many people are waiting outside. Did you want to Say Something about wait times . Okay. So what we did this year, we have staffed our reception desk in the lobby when you come in. There is always one that has been there for a while. We staffed reception desk and put some footprints on the floor there to guide people on how to sign it. Because it does get a lot of traffic. And footprints leading people to the terminals. The terminals are functional for them to look at the website, the health plan and access selfservice. That individual that was sitting at the reception desk is the desk top support specialist for those people. Encourage them to try ebenefits on the kiosks. Thats why theyre there. And when we start new hires, hopefully, by the first or Second Quarter of next year, the new hires come in, that will be there, using those kiosks. It reminds me to give accolade to the receptionist. I came in to pick up the ipad, so i didnt sign in, but she was right on it. Can i help you . She went looking for the right person. And i was not dressed i was dressed in street clothes. I didnt look like i was really important, although i think she did ultimately recognize me. But she was very personable and i think that really makes a big difference, because the visit starts as soon as you get off the elevator. And that really makes a big difference. I think it does, too. And we have lots of other times, other than october, there are times we have a lot of retirements or sometimes there is new hires, a lot of new hires at once for the larger departments, so its good to have the reception there and facetoface contact. It really does help a lot. So, mitchell, its amazing you went out to the airport at 10 00 at night. Are there other strategies for the 247 operations for other locations . This was our first one. Going outside of our typical Business Hours. With the exception of School District, we do go there until 8 00 at night, because a lot of the teachers are at many different schools throughout the city, and were at a spot with the School District benefits team, so we stay until 8 00. Right now for the 247 we dont have any. We tried this. And like i said it was very successful. And we got a lot of positive feedback from the airport administration. So we do want to look and do that more often. Because it showed me, marina and i there just there for two hours, and talking to 200 people, it showed the need, they definitely need Member Engagement. President breslin thank you. Any Public Comment on this item . Seeing none. Well move onto item number 11. Item 11, Market Assessment part 2. Sfhss Member Engagement presence. This will be done by both are you presenting by both heather imboden, principal communities in collaboration as well as shah nay hawkins. Id like to focus this on the Board Meeting that delivered indepth content of the rapidly evolving market place. That covered the impact of industry activities at a national and local level, defined the Major Players and opportunities in Todays Health Care ecosystem. Outlined a spectrum of health care design, explored factors driving health plan Market Assessments today and models for the San FranciscoHealth Service system. The opportunity to hear directly from members allowed them to give voice to their Health Benefit experiences. This process was an additional step in informing the health care Market Assessment. Following that in july, we announced plans with support from communities in collaboration, specializing in inclusive strategic planning, research and evaluation. We shared a comprehensive outreach plan with the Health Service board targeting diverse members, and adult dependents who could speak to Health Care Priorities for our member groups. They coordinated nine focus groups in San Francisco, san matteo, alameda, including the San Francisco police department, the San Francisco international airport, the public libraries, office of transgender initiatives, oakland public library, moccasin folks and the Health Service and at the Wellness Center here at the Health Services. At the end, we at the end of the day we had 117 individuals participate in the focal groups, representing 34 of the unique departments across the city. With that, id like to turn the mic over to heather and shenay to talk about the presentation of the core findings from this endeavor. Thank you. Thank you. Hi, commissioners, its nice to be here with you today. Im heather imboden, im with communities in collaboration. Were an oakland based consultant. We also do program evaluation. Im here with my colleague, shenay hawkins who also supported this project. Im going to breeze through the beginning of this presentation because abbie so thoroughly covered a lot of the introduction, so were going to talk to you about the work we did. Were going to focus on what we heard from members who participated in this process, both through the focus groups and also through an Online Survey that was made available for members who are not able to join us. And then well talk about the implications for hss and some of the things that hss is already doing to address the needs that were heard. So abbie covered the purpose of the engagement. Ill recap. It was to hear the experiences of members and understand their priorities, but also to test those Health Care Models presented to the commission earlier in the year. And understand what the questions and ideas that members had about those models might be. We targeted active members and retirees who are not yet eligible for medicare, primarily because those models were focused on nonretiree, nonmedicare backing up on members who are active and who are not yet eligible for medicare. Medicare eligible members have a different set of plans as you know. So we did not folk our efforts on those members, but we did have a number of medicare eligible retirees who participated and their input was certainly taken into account. As i mentioned, abbie went over the process, so i wont go into that here. We did hear from a great group of people. We wanted to hear from a really Diverse Group of members and so as we were receiving our demographic surveys from participants, we kept an eye on that throughout the process to make sure that we were hearing from different departments, different locations, people with different enrolled in different plans and other demographic factors. So we did additional outreach throughout the process to make sure we were really hearing from the broad diversity of members. So the meat of it. I want to talk to you about what we heard from the participants. And this is reflective of their personal experiences with their Health Benefits. So we tried to put this from their perspective as much as we could. I want to say at the outset that we asked a lot of questions about a lot of different kinds of care. And most participants were quite positive about their experiences. So im going to talk about some of the things we heard lots of good things about and then ill go into areas where we heard consistent messages about room for improvement. As far as primary care choice a