Choose Health Delaware Implementation Status Update Presented to

Choose Health Delaware Implementation Status Update Presented to the Delaware Health Care Commission October 10, 2013

Enrollment opens • Open enrollment began October 1 st • Despite the government shutdown and website capacity issues, Delaware is moving forward to educate, inform, and prepare people to enroll. • People have until Dec. 15 th to sign up for coverage beginning January 1 st and open enrollment goes until March 31, 2014.

Consumer Assistance

Marketplace Guide Program • Marketplace Guides have been actively conducting outreach activities across the state. As of 10/9: • 194 outreach activities have been held • Approximately 1, 000 consumers have been reached • Guides have been assisting consumers in understanding options and eligibility, and in many cases, creating Marketplace accounts

Marketplace Guide Program Ramp-up • Guides are available to assist consumers in person and at a time and location convenient for the consumer • All organizations have employed bilingual Guides. Inperson assistance is available in English, Spanish and Haitian Creole and other language services are available via phone • Contact information for the Guide organizations is available on Choose. Health. DE. com

Marketplace Guide Program • Of the anticipated 68 FTE Marketplace Guides, approximately half have achieved full certification and are therefore able to help consumers to apply for and enroll in coverage • The remaining Guide candidates are actively pursuing certification. The Federal government shutdown has resulted in a slowing of the process due to delays in processing Federal background checks • All fully certified Guides will carry identification badges that let the consumer know that they are qualified to provide assistance

Communications and Outreach

URL: Choose. Health. DE. com

Website Visits and Topline Stats July August September October* Total *up to 10/8 Visits 1, 513 14, 755 45, 913 17, 862 80, 043 Pages / Avg. Visit Duration 3. 8 2: 30 2. 8 1: 19 3. 4 1: 47 4. 6 3: 11 3. 7 2: 12 % New Visits 77. 53% 82. 73% 72. 20% 65. 52% 74. 50% Bounce Rate 55. 45% 65. 75% 61. 65% 29. 47% 53. 08%

Traffic Drivers to the Site A Traffic Driver is anything that drives traffic to Choose. Health. DE. com. • • • Direct Traffic: traffic from people typing in the URL directly into their browser. Referral: traffic driven from a link posted on another site. Organic Search: traffic driven from a search engine, like Google or Bing (non-paid). Paid Search: traffic driven from cost-per-click (CPC) ads hosted by Google. Media: traffic driven by paid media efforts (banner ads, email campaigns, QR codes). *Traffic data includes launch (July 1, 13 -Oct. 8, 2012). October data only includes Oct. 1 -8.

Earned Media: Interviews, Phone Banks and more… • TV coverage from WBOC, WITN, WKYW, WHYY • Radio interviews with WDDE, WDEL, WXDE, WGMD • Interviews for print publications: The News Journal, Delaware State News, El Tiempo Hispano • Coverage from local and national online news websites • Speakers Bureau: Almost 30 presentations to various stakeholder groups statewide

Mass Media: Phase II • • • TV Billboards Mall signs Transit ads Bar coasters Displays Radio (English/Spanish) Print ads (English/Spanish) Cash jackets (English/Spanish) Digital media (English/Spanish) Coaster

TV Spots