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 the operational and service 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 the amount at risk for each guarantee category and defining measurement criteria such as on-time implementation timelines, vendor data feed integration and setup, STD initial claim decision turnaround times, claim decision timeliness, financial and procedural accuracy, coding accuracy, customer satisfaction survey results, average speed of answer for customer service, web and mobile app response times, chat function responsiveness, report delivery timeliness, and marketing and communications execution post-launch.

The County expects quarterly review of all performance guarantees with an annual reconciliation and payment as necessary. Vendors may include gradients for guarantees, measurement criteria, risk-free corridors, caveats, or exceptions within their submissions. The template provides space for up to five additional optional performance guarantees beyond the mandatory categories. The total aggregate amount at risk across all performance guarantee categories must be calculated and documented. This structure allows vendors to demonstrate their strongest operational commitments while providing the County with financial recourse and accountability mechanisms tied to specific, measurable service delivery standards.