14-Performance Measures Questionnaire GEN2129113P1 Group Long Term Disability Insurance.docx
DOCX document 31 KB Posted
- Attached to
- Group Long Term Disability Insurance
- Solicitation number
- GEN2129113P1
- Issued by
- Broward County, Florida
About this file
This document is a Performance Measures Questionnaire for Group Long Term Disability Insurance issued by Broward County's Human Resources Division in Florida. The solicitation seeks a qualified vendor to provide group long-term disability insurance, enrollment support, and administration services for benefit-eligible employees. The questionnaire outlines ten specific performance measures that potential vendors must agree to, including implementation commitments, customer service standards, reporting requirements, claims processing, and service meeting expectations. Each performance measure includes potential financial deductions for non-compliance, ranging from $250 to $500 per occurrence or day.
The solicitation requires electronic submission through BPRO (a procurement platform), with vendors required to complete and upload a detailed questionnaire demonstrating their ability to meet stringent service standards. Key performance metrics include answering 90% of incoming calls within 35 seconds, maintaining a 95% call connection rate, processing 98% of error-free claims within 30 calendar days, and providing quarterly and annual reports within 45 days of reporting periods. Vendors must also commit to providing a certificate of insurance within 30 calendar days of county approval and participating in open enrollment meetings at the county's request. The document emphasizes precise performance tracking, with financial penalties for vendors who fail to meet the specified service levels.
View the file
Other files
Show all 31
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
Performance Measures Questionnaire Group Long Term Disability Insurance
VENDOR NAME:
INSTRUCTIONS: Vendors should download this fillable form from Bonfire BPro, complete, and upload to Bonfire BPro. Vendors are required to review and indicate their agreement to the Performance Measure by indicating either “Yes” or “No” to the Performance Measure and Proposed Deduction along with an explanation (if necessary) to all Performance Measures (Items Nos. 1- 10).
| PERFORMANCE MEASURE |
| AGREE TO MEASURE |
| IF NO, PROPOSE MEASURE |
| PROPOSED DEDUCTION |
| AGREE |
TO DEDUCTION
IF NO, PROPOSE DEDUCTION
1. Implementation Commitment: Implementation meetings will be held with the County to discuss program details and implementation strategy. Implementation will be managed in accordance with a customized implementation plan, that will include:
· Time parameters
· Pertinent steps
· Agreed upon timeframes for each step.
· Plan adjustments made from time to time as mutually agreed upon by Policyholder and Vendor 100% of action items assigned to Vendor will be completed or delivered by the due date indicated in the implementation plan.
(FOR FIRST YEAR ONLY)
☐ Yes ☐ No
| $250 per calendar day for missed deadline. |
| ☐ Yes |
☐ No
2. Provide a Certificate of Insurance within 30 calendar days of approval from County.
(FOR FIRST YEAR ONLY)
☐ Yes ☐ No
| $250 per calendar day for missed deadline. |
| ☐ Yes |
| 3. Speed to Answer Calls: 90% of incoming calls will be answered by customer service within 35 seconds. (Measured and reported quarterly) |
| ☐ Yes |
☐ No
| $250 for failure to meet this guarantee per quarter. |
| ☐ Yes |
| 4. Abandonment Rate: 95% of all telephone calls in queue will connect to a customer service representative. (Measured and reported quarterly) |
| ☐ Yes |
☐ No
| $250 for failure to meet this guarantee per quarter. |
| ☐ Yes |
| 5. Open Enrollment Meetings: County will schedule open enrollment benefit information sessions at various locations and times. County will provide Vendor with a list of locations and times at least two (2) weeks prior to the commencement of the first enrollment briefing. County requires that at a minimum one (1) representative, at Vendor's expense, participate in every information session requested by County to explain benefits and plan information. Representative must have excellent knowledge of the County's Long Term Disability Insurance benefits and plan information. (Measured and reported annually) |
| ☐ Yes |
☐ No
| $250 per location missed during scheduled open enrollment period. |
| ☐ Yes |
| 6. Reporting: Provide quarterly and annual reports within forty-five (45) days after the end of the reporting period. (Measured quarterly) |
| ☐ Yes |
☐ No
| $250 per day for failure to meet this guarantee. |
| ☐ Yes |
| 7. Service Meeting: Quarterly meetings, in person or virtually, will be prescheduled to review plan performance and service delivery. (Measured and reported quarterly.) |
| ☐ Yes |
☐ No
| $500 for failure to meet this guarantee per meeting. |
| ☐ Yes |
| 8. Renewal Notification: Renewal notice will be provided to County 270 days before rate guarantee expiration date. Plan analysis and current experience reports will accompany renewal, providing explanation of proposed rate action. (Measured and reported annually beginning applicable year of contract) |
| ☐ Yes |
☐ No
| $250 per calendar day for missed deadline. |
| ☐ Yes |
| 9. Claims Processing Standards: 98% of error-free claims will be processed within thirty (30) calendar days of receipt. (Measured and reported quarterly) |
| ☐ Yes |
☐ No
| $250 per business day for failure to meet this guarantee. |
| ☐ Yes |
10. Claims Financial Accuracy: Financial accuracy will be 98% of County specific claims. (Measured and reported quarterly)
☐ Yes ☐ No
| $250 per business day for failure to meet this guarantee. |
| ☐ Yes |
Please sign below (by signing or typing in your name) acknowledging the Performance Measures Items Nos. 1-10.
Authorized Signature:
Date:
File details come from the government source that posted it. Updated .