Appendix%207.16%20Implementation%20and%20Account%20team%20Surveys.xlsx

XLSX spreadsheet 36 KB Posted

Attached to
Third Party Administrator Services for the State's Public Sector Health Plans
Solicitation number
RFP 31786-00190
Issued by
Davidson County, Tennessee

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This file contains implementation and account team satisfaction survey templates for the State of Tennessee's Third Party Administrator Services contract for the state's public sector health plans. The surveys are designed to measure vendor performance across multiple dimensions through structured questionnaires administered to the Benefits Administration (BA) department at defined intervals.

The Implementation Satisfaction Survey is administered 45 days after system go-live and evaluates the vendor's implementation team across four functional areas: overall implementation performance, enrollment/finance/reporting capabilities, plan design/benefit load establishment, marketing/communications execution, and operations/customer call center readiness. Each section uses a five-point scale (Very Satisfied, Satisfied, Dissatisfied, Very Dissatisfied, N/A) to assess specific deliverables and service quality. The Annual Account Team Satisfaction Survey measures ongoing vendor performance with annual frequency across similar categories including account team overall performance, finance/reporting services, marketing/communications support, and customer call center operations. Both surveys include methodology for calculating a satisfaction percentage based on combined "Very Satisfied" and "Satisfied" responses, with a threshold-based requirement for corrective action plans when satisfaction scores fall below specified goal percentages. Survey results are tied to the vendor's performance guarantee and potential liquidated damages provisions under the contract.

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Implement Satisfaction Survey

Implementation Satisfaction SurveyVendor:
Performance Guarantee/Liquidated Damage #XImplementation Team:
Frequency:45 Days after Go-Live
Reporting Period:
Survey Date:
GoalSatisfaction Percentage1Corrective Action Plan Required (Y/N)
Implementation Satisfaction Overall Score
How satisfied is Benefits Administration with the overall Implementation Team in…Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedN/AComments
… understanding of needs, expectations, and goals of the program?
…helping to accomplish the goals of the program?
…maintaining professional and courteous behavior at all times?
…acting as an advocate and extension of BA in support of the program?
…meeting agreed upon timelines for implementation deliverables and milestones, with any modifications discussed and agreed upon in advance?
…making time for implementation meetings by phone or webex and to meet in person as requested?
…providing an appropriate frequency of contact with BA?
…understanding BA's needs and doing their best to meet them?
…acknowledging BA's questions (email or phone) within one business day?
…bringing any issues or concerns to BA's attention in a timely manner for discussion and resolution?
…resolving implementation issues in a timely manner or upon agreed timelines?
…notifying BA in advance of a delay in any deliverables or milestones?
…coordinating with other BA areas and State departments/agencies, such that no credible complaints were received?
…coordinating with BA's other vendors, such that no credible complaints were received?
…their overall performance?
Enrollment/Finance/Reporting: How satisfied is Benefits Administration with the Implementation Team in…Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedN/AComments
…establishing the Transport Layer Securty (TLS)?
…establishing the interface with Edison to retreive the 834 file (or other enrollment file as agreed upon)?
…retreiving, loading, and testing the mock 834 file (or other enrollment file as agreed upon) without issues?
…retreiving and loading the annual enrollment 834 file (or other enrollment file as agreed upon) without issues?
…establishing reporting and data sharing between other State Contractors as required without issues?
…establishing Benefits Administration staff access to financial, reporting, and/or eligibility systems as required?
…establishing fund groups and bank accounts as required without issues?
…fulfilling financial, billing, and invoice process requirements?
Plan Design/Benefit Load: How satisfied Is Benefits Administration with the Implementation Team in…Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedN/AComments
…understanding of benefits, plan document, coverage inclusions/exclusions, and any approved/required utilization management guidelines?
…establishing benefit structures for each benefit plan and enrollment tier?
…
Marketing/Communications (if applicable): How satisfied is Benefits Administration with the Implementation Team’s performance in…Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedN/AComments
…executing to meet BA's marketing and communication needs?
…developing and launching the splash page with all required deliverables on time and without issues?
…developing all required and requested member communications materials on time and without issues?
…developing and launching the Contractor website (and mobile app if applicable) on time and without issues?
…mailing all member ID cards and welcome packets on time and without issues?
…supporting Annual Enrollment, benefit fairs, and other support to ABC's and agencies?
Operations Customer Call Center (if applicable): How satisfied is Benefits Administration with…Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedN/AComments
…the Operations Customer Call Center's understanding of BA culture, benefit, and program requirements?
…the Operations Customer Call Center open on time prior to annual enrollment period?
…the Operations Customer Call Center's responsiveness to member's needs?
Notes:
(1) Methodology for Satisfaction Percentage: (Total Questions Answered "Very Satisfied" or "Satisfied") / (Total Questions Answered Excluding "N/A")

Acct Satisfaction Survey

Annual Account Team Satisfaction SurveyVendor:
Performance Guarantee/Liquidated Damage #XAccount Team:
Frequency:Annual
Reporting Period:
Survey Date:
GoalSatisfaction PercentageCorrective Action Plan Required (Y/N)
Account Team Satisfaction Overall Score
How satisfied is Benefits Administration with the overall vendor Account Team in…Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedN/AComments
… understanding of needs, expectations, and goals of the program?
…helping to accomplish the goals of the program?
…maintaining professional and courteous behavior at all times?
…acting as an advocate and extension of BA in support of the program?
…meeting agreed upon timelines for their services, with any modifications discussed and agreed upon in advance?
…making time for regular meetings either by phone or webex and to meet in person as requested at least annually?
…providing an appropriate frequency of contact with BA?
…understanding BA's needs and doing their best to meet them?
…acknowledging BA's questions (email or phone) within one business day?
…bringing any issues or concerns to BA's attention in a timely manner for discussion and resolution?
…resolving program and member issues in a timely manner or upon agreed timelines?
…notifying BA in advance of a delay in any deliverables?
…suggesting innovation and process improvement opportunities?
…coordinating with BA's other vendors, such that no credible complaints were received?
…their overall performance?
Finance/Reporting: How satisfied is Benefits Administration with the vendor Account Team in…Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedN/A
…providing all reports timely and acurately?
…reviewing standard reporting with BA, and making recommendations based on the reported information?
…fulfilling financial, billing, and invoice process requirements?
…addressing any billing inquiries in a timely manner?
Marketing/Communications (if applicable): How satisfied is Benefits Administration with the vendor Engagement Marketing Team’s performance in…Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedN/A
…executing to meet BA's marketing and communication needs?
…consulting with BA to refine BA's communication strategies and drive higher engagement?
…supporting Annual Enrollment, benefit fairs, and ongoing support to ABC's and agencies?
Operations Customer Call Center (if applicable): How satisfied is Benefits Administration with…Very SatisfiedSatisfiedDissatisfiedVery DissatisfiedN/A
…the Operations Customer Call Center's understanding of BA's culture, benefit, and program requirements?
…the Operations Customer Call Center's responsiveness to member's needs?
Notes:
(1) Methodology for Satisfaction Percentage: (Total Questions Answered "Very Satisfied" or "Satisfied") / (Total Questions Answered Excluding "N/A")

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