AttA.Administrative-Requirements.pdf

This document is Attachment A: Administrative Requirements for the Florida Department of Management Services' Invitation to Negotiate (ITN No. DMS-24/25-232) for a Group Term Life Insurance contract. The document outlines comprehensive administrative requirements for the contractor, with an implementation date of January 1, 2026. Key implementation milestones include establishing a Department-approved website by August 1, 2025, functioning toll-free phone lines, participating in Fall 2025 Open Enrollment benefit fairs, conducting weekly implementation status meetings, performing background checks, and mailing announcements to potential enrollees.

The administrative requirements cover extensive operational aspects including customer service operations, with mandates for 24/7 website access, toll-free phone lines answered within 30 seconds, a maximum 3% call abandonment rate, and quarterly reporting. The contractor must provide a Plan-specific participant website, conduct medical underwriting within 10 business days, enable online and paper beneficiary designations, and maintain strict confidentiality of participant information consistent with Gramm-Leach-Bliley Act standards. The contract includes provisions for quarterly and annual reporting, performance guarantees, audit processes, and specific requirements for claims processing, data management, and communication with participants.