44F28715-E1AF-A884-828CBEAF47CBA5D7.xlsx

This is a Performance Guarantee template for a Request for Proposals (RFP) issued by Franklin County Cooperative for Disability and Voluntary Programs services. The document outlines the operational performance guarantees that vendors must offer the County across multiple service categories, including implementation, account management, STD claims adjudication, LTD claims adjudication, customer service, and data and reporting functions. The RFP (identified as RFP 2025-06-09) requires vendors to complete a detailed table specifying the amount at risk for each guarantee along with corresponding measurement criteria. The County intends to conduct quarterly reviews of performance guarantees with annual reconciliation and payment adjustments as necessary.

The performance guarantee categories include specific measurement criteria such as successful on-time implementation, vendor data feed integration and setup, claim decision turnaround times, financial and procedural accuracy, coding accuracy, customer satisfaction survey results, average speed of answer for customer service, web and mobile application response times, chat function responsiveness, data file load and transfer timeliness, and regular report delivery. Vendors are permitted to include optional additional performance guarantees beyond the standard categories. The document requires vendors to specify dollar amounts at risk for each guarantee and may include gradients, risk-free corridors, caveats, or exceptions as applicable. This performance-based approach ensures accountability and directly impacts the evaluation of vendor proposals.