PPL Issues Broadscale Survey to NY CDPAP Population, Large Majority of Consumers and Caregivers Report High Satisfaction with PPL Service & Systems   

By PPL on June 12, 2025

Large-scale survey garners 52,000+ responses from consumers, designated representatives, and personal assistants and a satisfaction rating of 4.27 out of 5 for PPL’s timekeeping platforms and an overall satisfaction rating with PPL of 4.04 out of 5

LATHAM, NY, June 12, 2025 — Public Partnerships LLC (PPL), the nation’s leading provider of financial management services to Medicaid self-directed care programs and the statewide fiscal intermediary for New York’s Consumer Directed Personal Assistance Program (CDPAP), today released results from its first survey of CDPAP consumers and personal assistants (PAs).

In May 2025, PPL surveyed consumers, designated representatives (DRs), and PAs who completed registration with PPL for New York CDPAP.  16,320 consumers/DRs and 35,972 PAs responded.

In comparison to recent surveys fielded by interest groups eliciting feedback from their community of followers and less than 1% of the CDPAP population, the results of PPL’s surveys are representative of a broad and large cross-section of consumers and personal assistants.  PPL aims to capture the true views of CDPAP stakeholders and the results of this and future surveys will be used to continue to enhance the experience of participants in the program.

Survey results from 52,292 CDPAP consumers and PAs show high satisfaction with PPL — 4.04 out of 5 for overall satisfaction and 4.27 out of 5 for satisfaction with PPL’s timekeeping systems.

The surveys utilized best practices and principles of survey design, comprising objective, neutrally worded questions designed to understand respondents’ genuine feelings about working with PPL — for instance:

  • “On a scale of 1 to 5 [with 5 being excellent and 1 being poor], how has your experience been working with PPL?”
  • “On a scale of 1 to 5 [with 5 being very satisfied and 1 is very unsatisfied], how satisfied are you with the timekeeping method you selected?”

Key findings from the survey include: 

  • Respondents rated their experience working with PPL at 4.04 out of 5, with 5 being excellent.
  • 80% of PA respondents use PPL’s Time4Care® EVV app to track and log their time. Other PA respondents use PPL’s other timekeeping options, including their Telephony system.
  • Satisfaction among PA respondents was high across all PPL timekeeping methods, with an average rating of 4.28 on a scale of one to five, with five being the highest.
  • PPL received an average rating of 4.25 on a scale of one to five, with 5 being the highest, from consumer and DR respondents when asked how satisfied they were with their chosen method to approve PA timesheets. Timekeeping methods include PPL’s Time4Care® electronic visit verification (EVV) app, its telephony system, PPL@Home online system, and paper timesheets (an exception is required to use paper timesheets).

The survey results show that the majority of those working with PPL for New York CDPAP are satisfied with their experience across registration, time management, payment, and customer service.  For the respondents with outstanding questions, PPL is actively reaching out to provide education, training and technical support as needed.

“We conducted this survey to establish a data-driven understanding of the experiences consumers and PAs are having with PPL as the CDPAP statewide fiscal intermediary,” a PPL spokesperson said. “The results indicate a successful transition process for the majority of consumers and PAs and will help us prioritize enhancements to tools and processes. With 218,000 PAs already paid and new participants registering daily, we look forward to continuing our support of the CDPAP community and strengthening our systems and processes to meet evolving needs.”

About PPL

PPL supports consumers and caregivers across 50 self-direction programs in 20 states. The company has served its communities for 25 years and is wholly focused on consumer direction programs that help people have more control over their care and enable them to remain in their homes and communities. PPL has more than 2,500 team members that are dedicated to serving Medicaid and social services programs. The company’s headquarters are in Latham, New York with offices throughout the United States. To learn more about PPL, please visit pplfirst.com.

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media@pplfirst.com