1_-2026_17_Attachment_C_Scope_of_Services_Response_Form.xlsx
XLSX spreadsheet 15 KB Posted
- Attached to
- RFP - PW - Private Sewer Lateral Insurance
- Solicitation number
- 0000004084
- Issued by
- Hennepin County, Minnesota
About this file
This is a Scope of Services Response Form attachment for a Request for Proposals issued by the City of Minneapolis, Minnesota, through its Surface Water & Sewers Division of Public Works, soliciting proposals for optional sanitary sewer lateral insurance for residential customers. The City seeks a voluntary insurance program to help homeowners cover the cost of repairing private sewer laterals as required under Minneapolis Ordinance 511.40. Respondents must provide comprehensive details across nine major categories: service plan coverage including limits, terms, limitations, and warranty provisions; customer service capabilities including emergency and non-emergency response times and call center operations; marketing strategies with enrollment projections and market penetration data from comparable municipalities; quality assurance procedures and performance metrics; implementation plans including policy documents and timelines; claims history data from similar contracts; cost information including premiums and billing options; reporting and progress meeting schedules; and references from three utilities with comparable service areas. The response form requires respondents to demonstrate their experience serving jurisdictions similar to Minneapolis in terms of age, accounts, population, and socioeconomic demographics, provide documentation of financial strength, and disclose any legal disputes from the past ten years.
The proposal emphasizes that marketing materials must clearly indicate the program's optional nature and shield the City from liability. Respondents must address whether contractors on the City's Target Market Program list would have opportunities to participate and how coverage would be handled if the program were discontinued. The form requires detailed claims data from the past three years for three comparable contracts, including total claims, average amounts paid per claim, reasons for denials, and average total work costs. Respondents must also explain their billing frequency and payment options, proposed premiums based on frequency, potential discounts for early enrollment, procedures for future premium adjustments, and program enhancements that would reduce costs or add value. Monthly progress meetings are anticipated for the first six months following contract execution, with bi-annual meetings thereafter, and respondents must provide samples of reporting packages from other municipalities demonstrating their reporting capabilities.
View the file
Other files
On GovTribe
Work with this file
- Download the original file
- Contacts named in this file
- Similar government files
- Ask GovTribe AI about this file
Text version
Sheet1
ATTACHMENT C - SCOPE OF SERVICES RESPONSE
| SCOPE OF SERVICES ITEM | RESPONSE (Increase size of cell as needed) |
| A. Service Plan - Provide detailed information on Sewer Lateral Insurance Protection Program regarding the following: | |
| 1. Plan Coverage – Description of scope of coverage of the proposed program, including the limit of extent of coverage, coverage amounts (dollar amount covered per claim), limit of claims allowed per resident every subscription year, what level of issue the homeowner is facing is covered, televising to find issues included, guaranteed time to respond to customer calls, and timeliness of actual repairs/replacements. | |
| 2. Plan Terms – Descriptions of program terms and conditions, including enrollment procedures and waiting period for coverage to be effective after signup, administration of late fees, potential ability for customer to catch-up on missed premiums, customers’ cancellation policy, pre-inspection prerequisite requirements (if any), policy for transfer of coverage to subsequent purchaser of property, and overlapping coverage with other homeowner/renter property insurance. | |
| 3. Plan Limitations – Description of program coverage limitations and all exclusions, including repairs or replacements not covered, limits to provider liability, compliance with local ordinances, and appeal procedure for denial of coverage. | |
| 4. Plan Overages – Description of procedures for customers if repairs or replacements exceed plan coverage limitations (i.e., cost to repair/replace the line exceeds the dollar amount covered under the plan). | |
| 5. Plan Warranty – Description of warranty provisions for repair/replacement work performed; including warranty of workmanship and/or materials used, coverage of subsequent repair to a prior-covered repair, certifications of work performed by licensed plumbing contractors, and the process a customer would follow to request a warranty repair. | |
| 6. Claims – Description of the claims process and the average cycle times from claim submission to the date work started and then to the project completion and site restoration dates. Provide examples of how someone submits a claim and the amount of time they are guaranteed to hear back from the provider for each claim submitted. | |
| 7. Landscaping & Restoration – Describe how landscaping, turf restoration, fencing, backfilling, raking, re-sodding, replacement of pavement, and any other items encountered or removed during the repair are handled, and define any limits that apply. | |
| B. Customer Service - Provide detailed information regarding Customer Service, including the following: | |
| 1. Description of what residents should expect when a service request is made, including the customer interface (e.g., website, telephone number to call center). Provide procedures to handle customer service/claim requests, handling of emergency calls and non-emergency calls, scheduling of repairs, and verification of worked performed. | |
| 2. Emergency repair response times and procedures for handling customer claim calls, including timeframes for responding to customers and response time for the repair contractor to respond on-site. Describe the customer interface with the Customer Service call center for emergency repairs during normal business hours, Monday through Friday from 8 AM to 5 PM, and outside of normal business hours. | |
| 3. Define call center normal business hours to answer calls for all customer non-emergency calls, including customer applications for service, customer billing, customer inquiries, and customer disputes. Provide a list of holidays that the call center will be closed for non-emergency calls. Describe customer interface if a non-emergency call is made outside of normal business hours. | |
| 4. Describe any restrictions on plumbers or other contractors that may be used. | |
| 5. The city has a list of contractors that are part of the Target Market Program (TMP). The Minneapolis TMP is a City of Minneapolis initiative that directs contracts to local small businesses, allowing them to compete against each other for city work rather than against larger companies. Please describe if the insurance company will develop a list of contractors that have to be used. Would contractors on the cities TMP list have an opportunity to join that list if one is used? | |
| C. Marketing - Provide detailed information regarding anticipated marketing strategies along with the information requested below: | |
| 1. Information on the methods, timing, and plan for the program (i.e., mix of advertising techniques including direct mail, promotions, brochures, flyers, social media, etc.). Also indicate the number of occurrences and frequency with which the proposed methods will be used. Include examples of the types of planned promotional materials. | |
| 2. Marketing strategies must be designed to clearly indicate the optional nature of the program; they shall be designed so that the City of Minneapolis will not be liable in any legal action. | |
| 3. Describe the marketing staff to be involved. Indicate the number of employees dedicated to marketing in the City of Minneapolis area and the nature of their employment (i.e., full-time, part-time, or itinerant). | |
| 4. Provide an estimate, and the details supporting that estimate, on the number of residents that can be expected to enroll in the program annually. | |
| 5. Will customers that signed up for your insurance directly or through another party be able to switch if this plan is more favorable to them? How will that process work? Will these current customers be excluded from marketing? | |
| 6. Provide market penetration that was achieved for three (3) locations like the Minneapolis service area in terms of age, population, and socioeconomic demographics. | |
| D. | Quality Assurance – Provide detailed information on Respondent’s quality assurance program and procedures, also address the following: |
| 1. Description of how work on covered service lines and property damages due to back-ups will be evaluated. | |
| 2. Description of key performance measures of success and customer satisfaction that will be tracked for the program. | |
| 3. Description of policies and procedures to oversee and inspect contractor’s work on repairs and replacements. | |
| E. | Implementation – Provide a tentative project plan to implement the program along with the following elements: |
| 1. A copy of the policy(ies) provided to residents under the program(s) and any application(s) that residents will be required to submit to enroll in the program(s). | |
| 2. A proposed implementation timeline for each program. | |
| 3. Description of how residents would be affected if the program(s) is(are) discontinued (i.e., contract with the provider is not renewed or the provider goes out of business.). | |
| F. | Claims History – Please provide the following information: |
| 1. Recent customer satisfaction ratings for Respondent’s similar programs, along with the rating collection methodology and scope, and the contractors utilized to perform the work, detailing the methods used to measure customer satisfaction. | |
| 2. For three (3) existing contracts Respondent has entered with locations like the Minneapolis service area in terms of age, population, and socioeconomic demographics, please provide the following: Total number of claims for the last three (3) years; |
| a. | Average amount paid per claim over the last three (3) years | |
| b. | Number of claims paid in 2024 & 2025 | |
| c. | Average amount claimed but not paid | |
| d. | Reasons for unpaid claims or claims denied | |
| e. | Average cost of the total work including insured and uninsured work. | |
| G. | Cost Information – Provide detailed information on program costs including the following: | |
| 1. Description of monetary coverage limits for enrolled residents in terms of the maximum amount covered per incident, per calendar year and per lifetime. | ||
| 2. Proposed billing frequency and payment options available to residents. | ||
| 3. Proposed premiums, based on billing frequency. | ||
| 4. Proposed discounts to encourage property owners to enroll (i.e., discounted premiums for the first 12 months) | ||
| 5. Description of how long the premiums would be in place for the program and how the need to raise premiums would be handled in the future. | ||
| 6. Identify enhancements to the program that would either reduce cost or add value. | ||
| 7. Clearly explain what would be expected of SWS for this contract to be accepted. | ||
| H. | Reporting & Progress Meetings – Provide information on the following: | |
| 1. List of reports that will be provided to the City of Minneapolis with frequency of distribution. | ||
| 2. Provide samples of at least three (3) complete reporting packages used in other cities. | ||
| 3. Proposed progress meetings. It is anticipated that these meetings will take place each month for 6 months from the date of the contract execution, at which point the meetings will occur bi-annually. | ||
| I. | References – Provide the following reference information: | |
| Provide references from three (3) utilities with protection program like the ones described in this proposal, of similar size, and of similar age of water and sewer infrastructure to that of City of Minneapolis. Failure to provide references may result in disqualification of the entire proposal. |
References will be asked for information regarding the character, integrity, reputation, judgment, experience, location, and efficiently of the Respondent. In addition, references will be asked to comment on the ability, capacity, and skills of the Respondent to perform the contracted services as required. For each reference, please provide:
| 1. | Entity name and address. | |
| 2. | Contact name and title. | |
| 3. | Phone number and email address. | |
| J. | Respondent Experience & Legal Disputes – Provide background information on Respondent firm and include the following: | |
| 1. Description of the Respondent’s firm and general background such as ownership, longevity, staff size, and services provided. | ||
| 2. Description of the Respondent firm’s experiences serving a jurisdiction like Minneapolis’ service area in terms of age, accounts, population, and socioeconomic demographics. | ||
| 3. Description of the Respondent firm’s experience, including the total number and location of active utilities currently serviced and serviced within the last two (2) years through an agreement or other form of contract. | ||
| 4. Provide documentation of the financial strength of the Respondent’s firm, including the Better Business Bureau rating or any similar evaluation and a description of financial resources demonstrating Respondent’s ability to perform the services required by this contract. | ||
| 5. Disclose all pending or past legal disputes/lawsuits within the past 10 years related to the program. Be sure to include the reason for the legal dispute/lawsuit and the result of the legal action (if it is final). | ||
| 6. Provide a copy of the policy and all documents that perspective residential customers would be required to execute to enter into an agreement with the Respondent. |
File details come from the government source that posted it. Updated .