9-Evaluation Criteria, GEN2129113P1 Group Long Term Disability Insurance.pdf

Evaluation Criteria Group Long Term Disability Insurance

Total Points

1) Vendor Experience and Professional Personnel (23 Points)

a) Provide an overview of the Vendor and briefly describe the Vendor’s organization, philosophy, management, and employee data including:

i. Total number of current employees.

ii. Average tenure of current employees.

iii. Turnover of Customer Service Staff in 2022, 2023, 2024.

b) List Key Members of proposed Account Team who will provide professional, customer service, and/or technical support services on this contract. Include:

i. Name and contact information of key members, including job title, years of total service with current organization and brief resume covering, at minimum, the last five years.

ii. Location of the office from which the proposed Account Team will be working.

iii. Number of years in the Group Long Term Disability Insurance business of the

Account Team.

iv. Average seniority of Account Team employees.

c) Provide a list of the governmental and/or public entities, similar or greater in size (number of enrolled members) to Broward County (approximately 6,115 benefit eligible employees), that the Vendor has provided Group Long Term Disability Insurance to over the last five (5) years.

d) Provide a minimum of three (3) current client references. Vendor should provide references for similar work performed to show evidence of qualifications and previous experience. Refer to Vendor Reference Verification Form and submit as instructed. Only provide references for non-Broward County Board of County Commissioners contracts. For Broward County contracts, the County will review performance evaluations in its database for proposers with previous or current contracts with the County. The County considers references and performance evaluations in the evaluation of proposer’s past performance.

Provide a list of entities that have terminated your services in the last five (5) years and the reason for termination.

2) Quality of Service and Customer Service (13 Points)

a) Describe Vendor’s overall member service strategy.

i. Include location, hours of operation, and duties of any call centers.

ii. List any member-related services that are handled overseas.

iii. Does the Vendor offer a toll-free and local telephone number for members?

iv. Describe call-center & customer service metrics monitored.

v. Provide 2022 and 2023 target vs. actual statistics of your customer service unit for the following:

• Average seconds to answer

• Average wait time

• Call abandonment rate

vi. Describe your grievance and appeals process for claim denials.

vii. Describe your web-based tools available to members (e.g., ability to view their account, file a claim, etc.). Please refer to Scope of Services Section 6.

viii. Describe your ability to provide communication and marketing materials, including description of benefits (Certificate of Coverage), exclusions, and limitations.

b) Describe the Vendor’s overall client service strategy:

i. Will the client be provided an administrative manual?

ii. Describe any web-based tools available to the client (e.g. report generation, ability for County staff to enter Group Long Term Disability Insurance information as needed, etc.).

iii. Describe the role of the Account Manager / client service staff who will interact with the County’s benefits staff.

iv. What materials/services do you provide to support non-English speaking employees and hearing impaired callers?

3) Implementation (5 Points)

a) Explain how you will work with the County to ensure a smooth implementation and open enrollment experience. Include:

i. List Key Members of proposed Implementation Team, including contact information, job title and number of years of service with current organization and brief resume covering, at minimum, the last five years.

ii. Location of the office from which the proposed Implementation Team will be working.

iii. Describe the role of the Implementation Manager.

iv. Describe the interaction between the Implementation Manager and the County’s

Benefits staff.

v. Describe, in detail, the proposer’s timeline for implementation. Include key milestones, deliverables, and responsible parties. Include all transactions necessary in order to transition to a new vendor.

4) Performance Measures Questionnaire (10 Points) Provide Vendor performance measures as it relates to performing the Scope of Services.

Vendor response should indicate whether they agree with the performance measures as outlined or whether there is any proposed measure or deduction.

Provide complete responses to the Performance Measures Questionnaire provided to Vendors as a Microsoft Word document.

5) Plan Design Questionnaire (24 Points) Provide Vendor plan design as stated in the Scope of Services. Vendor response should be comparable to or improve the County’s existing Plan design.

Provide complete responses to the Plan Design Questionnaire provided to Vendors as a Microsoft Word document.

6) Location (5 Points) Refer to Location Certification Form and submit as instructed. The maximum points shall be assigned to each Locally Based Business and to each joint venture that is composed solely of Locally Based Businesses.

Points shall be allocated as follows based on the proposer’s selection of one of the five options in the Location Certification Form: Option 1 (0 points); Option 2 (5 points); Option 3 (3 points); Option 4 (points range from 0-5 depending on the composition of the joint venture), and Option 5 (0 points).

7) Pricing (20 Points) Refer to the Pricing Worksheet and submit as instructed. Refer to the Instructions to Vendors for additional information. The total points awarded for price will be determined by applying the following formula:

(Lowest Proposed Price ⁄ Proposer's Price) × 20= Price Score

TOTAL NUMBER OF POINTS 100