1 Session 3: Electronic Customer Service (eCS)— User and Training GuideBoard of Regents, University System of GA June 2017

2 1 2 3 4 5 Objectives Meeting Highlights and Housekeeping notesElectronic Customer Service (eCS) Overview Process for Logging in to eCS with your User ID and Password Access Employee Account Navigating eCS*

3 Meeting highlights and housekeepingIntroduction of Facilitators—Jennifer Kennington, Theresa Wood, Maria Markiewicz and Maritza Almodovar. Please place all phones on Mute to avoid feedback and background noise. The format of the training will be done as a webinar where we will demonstrate how to use the eCS Support tool. We have a large group to train and the ‘live’ version for OneUSG Connect-Benefits Portal will not be available prior to the live date. The webinars will be recorded and the recorded file will be stored and available on the ‘OneUSG Connect Smart Sheet’. Note: The training for this tool is being done in a test environment. There are slight differences between the test site and the ‘live’ sight. We have blocked 15 mins for this session. We will try to answer all of your questions as we go along. If we do not get to your question, feel free to me after. A copy of this deck has been included in the meeting invite. My address is:

4 Overview

5 OneUSG connect—benefits website—eCS business purposeThe e‑Customer Service is a web-based site that allows read only access into the OneUSG Connect—Benefits Web site to view an employee’s account. What is eCS? A website that mirrors the participant’s view on the customer website. Who at USG will have access to the tool? The System Office and HR Benefits practitioners. Users will be granted access to view participants within their institution. Who uses the tool at Aon? Customer Service and Operations teams use the tool to assist participants and test functionality.

6 eCS—Logging in

7 OneUSG connect—benefits website—eCS functioneCS Dependencies: User ID/Password Access to the Internet URL Access to the eCS Support tool: All request for eCS login credentials should be sent to your administrators in the Shared Support Center First time users are prompted to change their passwords. The Systems office and HR Benefits practitioners will have access to the eCS tool. User access is limited to your assigned institution.

8 OneUSG connect—benefits website—eCS log-inLogging in and Navigating Employee information using eCS: To access the e‑Customer Service Site you will enter: in your Web browser. The below log on page will appear. Enter User ID (C-ID) and Password—Click “Log In” (See with user id).

9 Navigation eCS

10 OneUSG connect—benefits website—eCS log-inSearch by entering the Last Name—Click “Search for Customer”

11 OneUSG connect—benefits website—eCS employee searchWhen the Search results display, validate your employee using Last 4 of SSN, DOB and Institution information. Once validated—Click “Access Customer”.

12 OneUSG connect—benefits website—eCS navigation optionsNavigation Steps—Benefits Summary: Click ‘Health and Insurance Click— ‘View your Coverage Costs’

13 OneUSG connect—benefits website—eCS navigation optionsSummary with All coverage and costs is displayed.

14 OneUSG connect—benefits website—eCS navigation optionsLife Events—Click “Life Events’ or use the ‘Change Your Coverage’ tile

15 OneUSG connect—benefits website—eCS navigation optionsSelect your Life Event by either using the Drop Down ‘Family Changes’ or by Clicking on the appropriate Tile. Note: “Other Changes” covers—Changing your HSA, Parking/Transit and/or Mid-Year changes to After-Tax plans (reductions).

16 OneUSG connect—benefits website—eCS navigation optionsClick “Other Benefits’

17 Appendix A—user supportTopic Contact/Method Password Reset 800‑861‑8700 Technical Support by Phone Technical Support by User Access/Removal/Change USG Shared Support Center Primary: CC Authorizers: Tony Tayler, Gabby Giles, Dorothy Young, Selwyn May Administrative Support/Questions Name: Theresa Wood Phone:

18 Next up: Service Connect Training