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 guarantees that vendors must offer 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. The RFP requires vendors to specify measurable performance standards with associated amounts at risk for each guarantee category. Implementation guarantees address on-time project completion, while account management guarantees cover vendor data feed integration, renewal notification timeliness, and response time to inquiries. Claims adjudication guarantees encompass initial claim decision turnaround, claim decision timeliness, financial dollar accuracy, procedural accuracy, and coding accuracy for both STD and LTD claims, with optional audit-related guarantees and customer satisfaction survey requirements.

The County expects quarterly performance reviews with annual reconciliation and payment adjustments based on guarantee achievement. Vendors may propose optional additional performance guarantees beyond the standard categories. Customer service guarantees include measurable metrics such as average speed of answer, abandonment rates, web and mobile app response times, chat function responsiveness, and helpline satisfaction. Data and reporting guarantees address marketing and communications post-launch, data file load and transfer timeliness, and timely delivery of regular reports including aggregate reports and dashboards. The template requires vendors to specify the dollar amount at risk for each guarantee category and measurement criterion, with the total aggregate amount at risk to be calculated and presented, creating a comprehensive performance-based evaluation framework for the County's assessment of bidder proposals.