Apdx_9._AcctMgmtScorecard_DBM_Health.SLEOLA.pdf
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- Solicitation number
- BPM051063
- Issued by
- Maryland
About this file
This document is an Account Management Satisfaction Scorecard from the Maryland Department of Budget and Management (DBM) for Health Plan Administration and Services. The scorecard is designed to evaluate account management performance across four functional areas, with quarterly performance assessments using a 5-point rating scale ranging from Outstanding (5) to Unacceptable (1). The scorecard will be completed by designated DBM staff to assess the account manager's performance in key areas including responsiveness, accuracy, escalation management, and overall satisfaction.
The performance evaluation is structured to create a valid pool of results, with an average score of 3 or higher considered passing. Scores below this threshold may result in liquidated damages being assessed. The scorecard allows for input from both the Contract Management Division and Operational Stakeholders, with a combined average score determining the final performance rating. The document includes spaces for detailed comments, specific scores, and signatures from the contract manager, with an effective date of 11/20/24 and designated as Version 3.0 of the solicitation.
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APPENDIX 9 – ACCOUNT MANAGEMENT SATISFACTION SCORECARD SAMPLE
APPENDIX 9 – ACCOUNT MANAGEMENT SATISFACTION SCORECARD SAMPLE HEALTH PLAN ADMINISTRATION AND SERVICES APPENDIX 9
PERFORMANCE GUARANTEE #9 [FUNCTIONAL AREAS 1, 2, & 4] / PERFORMANCE GUARANTEE #6 [FUNCTIONAL AREA 3]
Solicitation No Version 3.0 Effective Date: 11/20/24
DBM Received Date: Date of Evaluation:
Instructions: Designated members of the State of Maryland DBM staff will complete the scorecard to evaluate the account manager, or the overall service performance. An average score of 3 or higher will be counted as a passing score and create a valid pool of results. Performance to be rated quarterly. Liquidated damages will be assessed for performance rated less than satisfactory.
(Ratings scale is as follows: 5 = Outstanding, 4 = Commendable, 3 = Satisfactory, 2 = Needs improvement, and 1 = Unacceptable)
Performance Area Basis for Measurement Contract Management Division Comment Operational Stakeholder Comments
Contract Management Division Score
Operational Stakeholder Score
Combined Average
Responsiveness Account Management was responsive to requests and presented solutions timely.
Accuracy Account Management deliverables and responses to inquiries were accurate and complete.
Escalation Management
Account Management responded to, and oversaw resolution of, escalations in a timely and comprehensive manner.
Overall Satisfaction Level of overall satisfaction with Account Management.
Total Score
Signature of Department of Budget and Management representative providing score and date evaluation completed.
Calendar Plan Year Evaluation for: Review Period:
Signature Contract Manager’s Name Date
Andrea Simmons -DGS-
ANDREA:
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