44F28715-E1AF-A884-828CBEAF47CBA5D7.xlsx

This is a Performance Guarantee template for the Franklin County Cooperative RFP 2025-06-09 for Disability and Voluntary Programs. The document establishes a comprehensive framework for operational performance guarantees that vendors must complete and submit as part of their proposal. The guarantees cover multiple service areas including implementation, account management, STD claims adjudication, LTD claims adjudication, customer service, and data and reporting functions. Each guarantee category requires vendors to specify the amount at risk in dollars, define measurement criteria, and outline any gradients, risk-free corridors, or exceptions applicable to their commitments. The County expects quarterly review of performance guarantees with annual reconciliation and payment adjustments as necessary.

The template is structured to incentivize strong operational performance through financial accountability mechanisms. Vendors may propose amounts at risk across nine specific guarantee categories: successful on-time implementation, vendor data feed integration and account management functions, STD and LTD claims processing with specific turnaround times and accuracy standards, customer service metrics including speed of answer and abandonment rates, and data delivery and reporting capabilities. The document includes optional sections for vendors to propose up to five additional performance guarantees beyond the standard categories. The total aggregate amount at risk must be calculated and reflects the vendor's confidence in meeting the County's service level expectations, which will significantly impact proposal evaluation and ongoing vendor performance accountability.