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Centers for Medicare & Medicaid Services, Department of Health & Human Services


Serving 61.2 million Medicare beneficiaries

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Medicare is health insurance for people 65 or older, people under 65 with certain disabilities and people of any age with End-Stage Renal Disease. The different parts of Medicare help cover specific services. Part A covers inpatient hospital stays, care in a skilled nursing facility, hospice care, and some home health care. Part B covers certain doctors’ services, outpatient care, medical supplies and preventive services. Part D adds prescription drug coverage to Original Medicare and some Medicare health plans. When you first enroll in Medicare and during certain times of the year, you can choose how you get your Medicare coverage either through Original Medicare (Part A and Part B) or Medicare Advantage (Part C). At 1-800-Medicare and on, CMS helps beneficiaries find the coverage that best meets their needs, assists them in understanding that coverage, finds quality health care providers and provides guidance with health insurance payment and usage.

CX Plans and Progress

Service design artifacts to support Customer Experience planning and change management. Each agency generates operational data; including web traffic and customer feedback.


View CX Feedback Data
Digital Analytics Data
Operational Data
Reporting Notes

CX Feedback Data

Q2 2021 · January 1 - March 31, 2021

Q1 2021 · October 1 - December 31, 2020

Download CX Feedback Data

During this quarter, the HISP collected feedback under a PRA clearance that does not all for public disclosure. HISPs are required to establish the new A-11 Section 280 generic clearance that allows for public reporting by October 1, 2020.

Digital Analytics Program Data

Operational Data

Call Center FY19 Q1 FY19 Q2 FY19 Q3 FY19 Q4
Call Volume 7,616,222 6,686,435 5,608,843 5,499,580
Handle Time 9:27 9:13 8:54 9:03
Wait Time 4:57 5:04 3:54 4:09
Website FY19 Q1 FY19 Q2 FY19 Q3 FY19 Q4
Users 11,086,388 15,156,733 8,311,246 7,314,617
Pageviews 207,652,056 80,181,940 85,935,689 85,085,608

Reporting Notes

  • CX Feedback Data: HISPs are currently in the process of aligning their customer feedback collections to seven government-wide CX measures. These measures align to specifically worded questions that agencies may make minimal changes to (to ensure relevancy for their context) and be scored on a scale of 1 to 5, with 5 indicating strong agreement with a measure statement. Agencies that use a 10 point scale provide a calculation for converting results to a five point scale. Many are collecting customer feedback under clearances that did not include a provision to share this data publicly. HISPs without the current capacity to collect and share data using the government-wide measures must identify a target date for reporting of these metrics not to exceed FY 2021, Quarter 1.
  • Operational Data: HISPs were provided the opportunity to submit operational data in their quarterly reporting to OMB that provides context regarding their customers' experiences with their service.