Att.E - Technical Questions.xlsx
XLSX spreadsheet 51 KB Posted
- Attached to
- Group Term Life Insurance
- Solicitation number
- RFP-05291
- Issued by
- Leon County, Florida
About this file
This document is a Request for Proposal (RFP) issued by the Florida Department of Management Services ("Department") for Group Term Life insurance benefits. The Department intends to make an award for the services to one or more respondents. Respondents are required to submit pricing for all plan designs by providing corresponding monthly premium rates for all plan years. The estimated annual spend for the contract is $36,300,000, though this is for informational purposes only and does not represent a minimum or guaranteed spend. The RFP covers detailed requirements for the respondent's service history, implementation, account management, support services, customer service, data and interface, reporting and deliverables, claims processing, audits, and underwriting.
The RFP outlines the required response format and scoring criteria. Respondents must provide detailed information about their capabilities, processes, and sample materials as part of their response. The contract resulting from this RFP will be for the state of Florida and the local jurisdictions of Leon County and the City of Tallahassee. The contract term is not specified, but the RFP indicates that respondents must submit pricing for plan years 1-4 and provide a formula for calculating renewal rates for years 5-8.
View the file
Other files
Show all 12
On GovTribe
Work with this file
- Download the original file
- Contacts named in this file
- Similar government files
- Ask GovTribe AI about this file
Text version
Technical Questions
| Request For Proposal (RFP) for the State of Florida, Florida Department of Management Services ("Department") |
| Group Term Life Insurance |
| Technical Questions |
| Respondent Name: |
| Instructions: Respondent must respond to each of the questions below. Failure to respond to any question below will result in the Respondent recieving a zero (0) score for the Reply. The responses to the questions below will be scored in accordance with section 4.3 of the RFP. Enter the answer to each question in the space provided. Do not change the formatting of this worksheet including adding or deleteing rows and/or columns. In Excel, cells have a display limit of 1,024 characters. Vendor must not exceed the character display limit in a cell for any Reply. Vendor must limit question replies to the number of cells available for any given question. | |||
| NETWORK ACCESS/MEDICAL NETWORK MANAGEMENT | Answer Format | Response | |
| I. | Service History | ||
| 1 | Across the Respondent’s book of business, what is the average timeframe for a decision to be made for members requiring evidence of insurability (medical underwriting)? | Text | |
| 2 | Across the Respondent’s book of business, what is the average timeframe for a claim to be processed (i.e., the claim has been paid) once all documentation has been received? | ||
| 3 | Describe the Respondent’s experience in providing life insurance services, including a brief history of the organization, its growth and ownership structure. | ||
| II. | Implementation | ||
| 4 | Provide a detailed Final Implementation Plan that clearly demonstrates the Respondent’s ability to meet the State's requirements to have a fully functioning program in place and operable on January 1, 2024. The final Implementation Plan must be submitted to the Department for approval no later than ten (10) Business Days following execution of the Contract. The implementation plan should include a list of specific implementation tasks/transition protocols and a timetable for initiation and completion of such tasks, including the milestones provided in AR-1. Provide as Reply Document 3: Final Implementation Plan. Name the file: [Respindent's Name]_Final Implementation Plan. | ||
| 5 | Indicate the critical dates that must be met to meet the implementation date of January 1, 2024. Include the processes that shall be reviewed, steps to be taken including but not limited to, system testing, required transition data from incumbent, and timelines for development of Plan documents. | ||
| 6 | Provide an organizational chart identifying the names, titles, area(s) of expertise, functions,and reporting relationships of key individuals responsible for implementing and providing ongoing servicing of the State’s account. Submit as Tab 5 Form 2: Organizational Chart. Name the file: [Respindent's Name]_Organizational Chart. | ||
| 7 | Describe the duties and percentage of time the Implementation Manager will dedicate to implement this Contract for the State as compared to duties and time for other Clients. | ||
| 8 | Describe any major transition issues Respondent reasonably anticipates during implementation and how it proposes to mitigate the impact of those potential issues. | ||
| III. | Account Management | ||
| 9 | Identify the Account Manager(s) who will have primary responsibility of planning, supervising, and performing account management services for the State if the Respondent is awarded a Contract under this RFP. | ||
| 10 | What other duties, if any, does the Account Manager(s) have? Include the number and size of other accounts for which this person will be responsible. | ||
| 11 | What percentage of this person's time will be devoted to the contract resulting from this RFP? | ||
| 12 | Describe the Respondent’s protocol for identification of urgent or emergent issues and how decisions are made to elevate issues to the Department, including when to escalate a request for a supplemental meeting or an emergency meeting outside of the quarterly or annual meetings, which may be held as needed. | ||
| IV. | Support Services | ||
| 13 | Describe online capabilities the Department will have access to, such as reports on demand. | ||
| 14 | An open enrollment announcement should be mailed to all potential Subscribers prior to open enrollment for the first year of the Contract. Provide a sample of the announcement package. Name the file: [Respindent's Name]_Open Enrollment Announcement Package. | ||
| 15 | What communication materials will a Participant receive after initial enrollment, such as welcome package? Provide samples of communication materials. Name the file: [Respindent's Name]_Communication Materials. | ||
| 16 | If it becomes clear a group would benefit from further education regarding Plan benefits, what procedures the Respondent has in place to accomplish this goal. | ||
| 17 | Address how Respondent will comply with the Americans with Disabilities Act requirements and will provide materials and other communications in alternative formats; or, providing materials in languages other than English. | ||
| V. | Customer Service | ||
| 18 | Describe Respondent’s customer service call center. Include the following information: location of call center that will serve Members; hours of operation; number of representatives, or ratio of representative to Members that will be assigned to the State’s account; and security protocols for the customer service call center and representatives. | ||
| 19 | Describe Respondent’s customer service call center communication abilities other than telephone calls (i.e., online chat, email, etc.). | ||
| 20 | Describe Respondent's multi-lingual capabilities the customer service call center can support and how that support is provided (i.e., language line or call center representatives). | ||
| 21 | Describe Respondent's tracking process for handling and reporting routine customer service calls. | ||
| 22 | Describe Respondent's ability to provide recorded calls to the customer service unit in electronic format to the Department within 24 hours of request, at no additional cost. | ||
| 23 | Described how after-hours and weekend calls are handled. | ||
| 24 | Provide samples of Respondent’s system generated reports that track and measure call center statistics, including, but not limited to, average speed to answer, abandonment rate, average length of call, average hold time, Interactive Voice Response (IVR) self-service interactions, reason for call. The reports provided by the Respondent must be the same reports the Respondent is able to provide to the Department if awarded a Contract under this RFP. Name the file: [Respondent's Name]_Call Center Reports. | ||
| 25 | Provide Respondent's book of business satification survey results for life insurance products for the most recent three (3) years? (Provide results by year, i.e. for 2019, 2020 and 2021). | ||
| 26 | Based on the Respondent's book of business, industry trends and the Census File provided, identify no more than two underinsured demographics. Detail Respondent's approach to these demographics. | ||
| 27 | Describe the capabilities of Respondent’s website and smartphone application(s). | ||
| 28 | Describe services Participants can access via the Respondent's website. Provide details regarding the scope of the functionality. Please note any compatibility issues with commonly used web browsers. | ||
| 29 | Can Participants access evidence of insurability through Respondent's website? | ||
| 30 | Can Participants designate a beneficiary or change beneficiary designations via the Respondent's website? | ||
| VI. | Data and Interface | ||
| 31 | How long does the Respondent maintain records? | ||
| 32 | Describe procedures the Respondent follows when a Participant is termed by omission. | ||
| 33 | Describe Respondent's ability to receive files sent outside the normal timeframe. For example, a file sent to correct an error that has affected multiple employees. | ||
| 34 | Describe in detail the Vendor's online reporting capabilities. Can reports and reporting schedules be customized? | ||
| 35 | Describe the Vendor's ability to implement single sign-on for the state's human resources platform (currently People First)? | ||
| 36 | What are the Respondent’s Continuity of Operations Plans (COOP) for its Life Insurance Plan(s)? | ||
| 37 | What is the Respondent standard protocol for ensuring the continuous operations of Services during a natural disaster or other unplanned or planned events, which may impact the delivery of Services? | ||
| 38 | Where does the Respondent host its backup system, in the case of a disaster or any other unforeseen event? | ||
| 39 | Does the Respondent have a remote location if its main operating location is not available? | ||
| 40 | How long, on average, does it take the Respondent to activate a remote location and become fully functional for Participants? | ||
| 41 | Does the Respondent have a telework policy? If so, explain the policy and describe how and when such a policy would be activated if it is only used in limited circumstances. | ||
| 42 | Describe the Respondent’s process for testing system backups (both hardware and software) inclusive of disaster recovery procedures. | ||
| VII. | Reporting and Deliverables | ||
| 43 | Describe in detail the Respondent's ad-hoc reporting capabilities and explainthe Respondent’s ability to prepare and provide, at no additional cost to the Department, ad-hoc reports in formats and timeframes as required by the Department. | ||
| VIII. | Claims Processing | ||
| 44 | Describe how long claims history is maintained. | ||
| 45 | For the Respondent's book of business, describe the average length of time it takes a claim to be paid after receipt of all required information/documentation. | ||
| 46 | Describe the security measures that Respondent has in place to ensure benefits are issued to the correct individuals. | ||
| 47 | Describe how pended claims are handled. | ||
| 48 | Describe the Respondent's process for paying accelerated death benefit claims. | ||
| IX. | Audits | ||
| 49 | Does Respondent's organization have an internal audit staff? | ||
| 50 | a.) If yes, with what frequency is the claims processing function audited by the internal audit staff? | ||
| 51 | b.) If no, does Respondent's organization use an external auditor? | ||
| 52 | c.) If yes, with what frequency is the claims processing function audited by the external auditor? | ||
| 53 | How are audit results communicated within the Respondents’ organization and to whom are those results communicated? | ||
| 54 | Overall, what percent of claims are subject to audit? | ||
| 55 | What is the Respondent’s typical audit size (volume and percent of claims)? | ||
| 56 | Describe all tests performed on claims samples. | ||
| 57 | How does the Respondent address deficiencies identified during the audit process? | ||
| 58 | Describe the audit trail/processes the Respondent uses for tracking claims through the claim’s adjudication process. | ||
| X. | Underwriting | ||
| 59 | Please provide your formula for calculating the renewal term (years 5 through 8) rates. | ||
| 60 | What credibility formula will be used for the renewal term? | ||
| 61 | How are your manual rates developed? | ||
| 62 | How are incurred claims calculated? | ||
| 63 | What is your retention percentage (that is, the portion of premiums attributable to administration costs) for groups of this size? |
RFP No.: DMS-22/23-084 Group Term Life Insurance image1.png
File details come from the government source that posted it. Updated .