Performance Guarantee Franklin County Cooperative - RFP 2025-06-09 Disability and Voluntary Programs

This is a Performance Guarantees template document for Franklin County Cooperative's RFP 2025-06-09 concerning Disability and Voluntary Programs. The document requests that vendors complete a table outlining operational performance guarantees they will offer the County across multiple service categories. The RFP requires vendors to specify their strongest operational performance guarantees, including any gradients, measurement criteria, risk-free corridors, caveats, or exceptions applicable to their proposed services. The County anticipates quarterly review of all performance guarantees with annual reconciliation and payment if necessary.

The document establishes performance guarantee categories with associated measurement criteria and amounts at risk, including Implementation Guarantees (successful, on-time implementation); Account Management Guarantees (vendor data feed integration, renewal notification timeliness, response time, and client satisfaction); STD Claims Adjudication Guarantees (initial claim decision turnaround, claim decision timeliness, financial accuracy, procedural accuracy, coding accuracy, and customer service satisfaction); LTD Claims Adjudication Guarantees (payment turnaround for approved STD claims, claim decision timeliness, financial accuracy, procedural accuracy, coding accuracy, and customer service satisfaction); Customer Service Guarantees (average speed of answer, abandonment rates, web/mobile app response times, chat function responsiveness, and helpline satisfaction); and Data and Reporting Guarantees (marketing and communications post-launch, data file load and transfers, and timely delivery of regular reports and dashboards). Vendors may also propose up to five additional optional performance guarantees. The template requires vendors to specify dollar amounts at risk for each guarantee category and calculate a total aggregate amount at risk.