44F28715-E1AF-A884-828CBEAF47CBA5D7.xlsx

This is a Performance Guarantee template for Franklin County Cooperative's RFP 2025-06-09 for Disability and Voluntary Programs services. The document establishes a comprehensive framework for operational performance guarantees that vendors must offer to the County, which will significantly impact contract evaluation and award decisions. The RFP requires vendors to complete detailed performance guarantee tables across multiple service categories including implementation, account management, STD claims adjudication, LTD claims adjudication, customer service, and data and reporting functions. Each guarantee category requires vendors to specify measurement criteria, define performance standards, and establish amounts at risk, with provisions for gradient performance levels, risk-free corridors, and specific exceptions as applicable to each service area.

The County expects quarterly review of all performance guarantees with annual reconciliation and potential payment adjustments based on vendor performance against established metrics. Specific measurement criteria include implementation timeliness, vendor data feed integration and setup, account management response times and resolution timeliness, STD and LTD claims adjudication turnaround times and accuracy standards (financial dollar accuracy, procedural accuracy, and coding accuracy), customer service standards including average speed of answer and abandonment rates, web and mobile app response times, chat function responsiveness, helpline satisfaction, and timely delivery of regular reporting and dashboards. The template allows vendors to propose up to five additional optional performance guarantees beyond the core categories, with each guarantee assigned a specific dollar amount at risk that contributes to the total aggregate amount at risk across the contract.