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City staff studying MD Health Pathways telehealth proposal; customer‑service impacts, opt‑out volumes and software costs noted
Summary
City staff briefed the council on MD Health Pathways, a utility‑billing opt‑out telehealth program. Staff reported contract review with legal counsel, estimated call‑center impacts if 10%+ of customers opt‑out, recommended further negotiation and an implementation return in about two months, and cited a recommended spring 2026 start if pursued.
City staff and customer service leaders briefed the Garland City Council on June 16 on MD Health Pathways, a third‑party telehealth service linked to utility billing that would be implemented on an opt‑out basis. Staff outlined program mechanics, potential customer‑service impacts, identified software and staffing needs, and described a timeline for further negotiation and possible implementation.
Staff said MD Pathways provided a draft contract that the city attorney’s office is reviewing and that staff have spoken with other Texas cities that implemented the program to collect lessons learned. Staff highlighted these operational points:
- Opt‑out volumes: other cities have reported a wide range of opt‑out rates (Ferris ~5%; Crandall…
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