44F28715-E1AF-A884-828CBEAF47CBA5D7.xlsx

This is a Performance Guarantee template for the Franklin County Cooperative's RFP 2025-06-09 for Disability and Voluntary Programs. The document outlines operational performance guarantees that vendors must offer to the County across multiple service categories including implementation, account management, short-term disability (STD) claims adjudication, long-term disability (LTD) claims adjudication, customer service, and data and reporting functions. Vendors are required to complete the table by specifying amounts at risk for each guarantee category, along with detailed measurement criteria. The County will conduct quarterly reviews of performance guarantees with annual reconciliation and payment adjustments as necessary. The template includes specific measurement criteria such as successful on-time implementation, vendor data feed integration, STD and LTD initial claim decision turnaround times, financial and procedural accuracy, customer satisfaction survey results, average speed of answer for customer service, web and mobile application response times, and timely delivery of reports and dashboards.

The document emphasizes that performance guarantees will strongly influence the vendor evaluation process, and vendors are encouraged to provide their strongest operational commitments. The template provides designated fields for documenting the amount at risk for each guarantee category, with space for vendors to include gradients, risk-free corridors, caveats, or exceptions relevant to their proposed performance standards. Additionally, vendors may propose up to five optional additional performance guarantees beyond those specified. The template does not address specific pricing structures, funding sources, incumbent information, or contract term details, focusing instead on establishing a comprehensive framework for measuring and managing vendor performance throughout the contract period.