With the current correspondence tracking/monitoring process and the anticipated increased workload (changes due to new health care legislation, eligibility criteria, contract disputes, Plan changes, etc.), it is becoming increasingly apparent that the Employee Insurance Program will have difficulty continuing to provide timely, accurate, quality customer service within ten days. If the process is not updated within the next year, EIP could seriously jeopardize its goal of providing timely, accurate, customer service to internal and external customers.