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 establishes operational performance metrics and financial accountability measures that vendors must commit to in their proposals. The RFP requires bidders to specify guaranteed service levels across multiple operational categories, including implementation timelines, account management, claims adjudication for Short-Term Disability (STD) and Long-Term Disability (LTD) claims, customer service, and data reporting functions. Vendors must define measurement criteria for each guarantee category and indicate the corresponding dollar amounts at risk for non-performance, with the understanding that performance will be reviewed quarterly and reconciled annually.

The Performance Guarantee structure requires vendors to specify amounts at risk for each operational category, with particular emphasis on claims processing turnaround times, financial and procedural accuracy, coding accuracy, customer satisfaction metrics, and system uptime. Key measurement areas include STD initial claim decision turnaround, claim decision timeliness, financial dollar accuracy, procedural accuracy, coding accuracy (DOB, DOD verification), average speed of answer for customer service, abandonment rates, web/mobile app response times, chat function responsiveness, data file load and transfer timeliness, and timely delivery of regular reporting and dashboards. The County anticipates that performance guarantee offerings will significantly influence vendor evaluation rankings, and vendors are encouraged to propose their strongest operational commitments with optional additional performance guarantees beyond the standard categories listed.