44F28715-E1AF-A884-828CBEAF47CBA5D7.xlsx

This is a Performance Guarantee template document for Franklin County Cooperative's RFP 2025-06-09 for Disability and Voluntary Programs. The RFP requires vendors to complete a detailed performance guarantee table outlining operational commitments across multiple service categories. The guarantee categories include Implementation Guarantee, Account Management Guarantee, STD Claims Adjudication Guarantee, LTD Claims Adjudication Guarantee, Customer Service Guarantee, and Data and Reporting Guarantee. Additional performance guarantees may be submitted at the vendor's discretion. Each guarantee category requires vendors to specify the amount at risk in dollars and identify corresponding measurement criteria that will be used to evaluate performance, such as turnaround times for claim decisions, financial accuracy, coding accuracy, customer satisfaction survey results, and system response times.

The County expects quarterly review of all performance guarantees with annual reconciliation and payment adjustments as necessary. Vendors must provide their strongest operational performance guarantees and may include gradients, measurement criteria, risk-free corridors, caveats, or exceptions as applicable to their proposed service delivery. The template includes specific measurement criteria for claims adjudication timeliness, financial and procedural accuracy, customer service metrics including average speed of answer and abandonment rates, web and mobile app response times, chat function responsiveness, data file transfers, and timely delivery of reports and dashboards. The document does not specify contract term length, renewal options, response deadlines, or total contract value on this template page.