Attachment_F_-_Financial_Performance_Guarantees_(new).pdf
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- Solicitation number
- 017-202406-MC
- Issued by
- Orange County, San Diego City, California
About this file
Attachment F is a Financial Performance Guarantees document from the County of Orange, California, specifically for the Human Resources Services Employee Benefits Division's HRA Plan Administration and Investment Services Request for Proposal (RFP # 017-202406-MC). The document outlines detailed performance standards and associated financial penalties for non-compliance across 16 key service areas, including plan implementation, client satisfaction, voice response system metrics, website availability, participant statement mailing, claims processing, contribution posting, employer reporting, educational communication, staff licensing, departmental surveys, and account management satisfaction.
The performance guarantees are structured with specific measurement criteria and corresponding financial penalties, which the contractor would be required to pay if they fail to meet established standards. For each performance area, the document specifies exact measurement requirements (such as answer times, abandonment rates, satisfaction scores) and the financial consequence for non-performance, typically payable to the Plan within 45 days after the contract year's end. These guarantees are designed to ensure high-quality service delivery, with penalties ranging from daily fees to quarterly or annual non-performance charges, creating a comprehensive accountability framework for the potential service provider.
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County of Orange HRS Employee Benefits
RFP # 017-202406-MC
HRA Plan Administration and Investment Services
File Folder No.: 017-2700201
ATTACHMENT F
FINANCIAL PERFORMANCE GUARANTEES
(Complete and submit as Part 5 of the Proposal in Response to Offeror’s Proposal Questionnaire #35, Proposed Performance Guarantees.)
Complete the table below indicating the amounts(s) your firm is willing to place at risk to meet plan implementation guarantees for the County.
Implementation Performance Guarantees
STANDARD MEASUREMENT PENALTY FOR NON-PERFORMANCE
1. Plan
Implementation Implementation shall be effective on the date agreed to by the County and Contractor, and shall not be delayed due to circumstances which are under the Contractors control.
$________ per day in which standard is not met
2. Client Satisfaction with Implementation
An account management satisfaction score of “3” or better on a “1-5” scoring system
Performance Fee of $ _________ annually
The Contractor shall report to the County and make the appropriate penalty payments to the Plan as indicated below.
Service & Administrative Performance Guarantees
STANDARD MEASUREMENT PENALTY FOR NON-PERFORMANCE
1. Voice Response
System -- Average Speed of Answer
On an on-going average annual contract year basis, all telephone calls to the automated voice response system shall be answered within 3 rings.
Within 45 days after the end of the contract year, the Contractor shall submit all required documentation to the County evidencing satisfaction of this requirement.
If the standard is not met, a non-performance fee of $________ for that contract year will be paid to the Plan.
2. Voice Response System – Transfer to
CSR
On an on-going average annual contract year basis, all telephone calls to the Home Office Client Service Representatives shall be answered within 35 seconds.
Within 45 days after the end of the contract year, the Contractor shall submit all required documentation to the County evidencing satisfaction of this requirement.
If the standard is not met, a non-
3. Voice Response System -- Call abandonment
On an on-going average annual contract year basis, less than 3% of calls shall be abandoned.
Within 45 days after the end of the contract year, Contractor shall submit all required documentation to the County evidencing
RFP # 017-202406-MC
HRA Plan Administration and Investment Services satisfaction of this requirement. If the standard is not met, a non-performance fee of $_______ for that contract year will be paid to the Plan.
4. Website availability for participant and plan sponsor functions
On an on-going average annual contract year basis, website availability shall be maintained at an average of 99.5%. Availability will be measured by calculating the total number of hours the system is available divided by the total number of hours it was scheduled for availability (availability is measured 24 hours a day excluding scheduled periods of maintenance and system upgrades, with prior notification).
Routine scheduled maintenance shall not exceed 48 hours a month.
Within 45 days after the end of the contract year, the Contractor shall submit all required documentation to the County evidencing satisfaction of this requirement.
If the standard is not met, a non-performance fee of $_______ for that contract year will be paid to the Plan.
5. Participant statement mailing
95% of all participant statements will be mailed by the Contractor to participant homes addresses or to County location(s) at the direction of the County by the tenth (10th) business day after the end of the calendar quarter or five (5) business days after the Contractor receives all necessary quarterly performance information, if later. Required information is final fund values, return information from the participating investment providers, insurance valuations and all newsletter information from the County.
Within 45 days after the end of each calendar quarter, the Contractor shall submit all required documentation to the County evidencing satisfaction of this requirement. If the standard is not met, a non-performance fee of $_______ per calendar quarter will be paid to the Plan.
6. Claims processing Process 99% of all claims received in good order within 10 business days of receipt
$ for each claims reimbursement received in good order and not processed within benchmark
7. Contribution posting 100% of Contribution Posting same evening at the price as of the close of business that day, if received in good order by 4:00 p.m. Eastern Standard Time
$ per year in which at least 26 payrolls are submitted and in which two or more payrolls received in good order are not processed within benchmark
8. Employer reports 100% of Plan level quarterly statements will be mailed to Orange County within 12 business days
$ for each quarter in which plan level statements are not mailed within deadline
9. Annual communication/ Prepare and submit to the County a communication and education plan for the coming year and an activity report
Within 45 days after the end of the contract year, the Contractor shall submit the required plan and report. If the standard is
RFP # 017-202406-MC
HRA Plan Administration and Investment Services education plan and activity report of the activities during the prior contract year with a comparison of results and activities to the prior communication and education plan.
This plan will meet County requirements and shall propose the schedule of enrollment retirement planning and investor education seminars to be conducted in coordination with staff from the County. It must fully describe the communication materials to be used and include samples of such materials and fully describe supplemental educational resources that the Contractor will make available to employees and include samples of such materials.
not met, a non-performance fee of $_______ per day will be paid to the Plans.
10. Employee/participant educational meetings
Conduct group educational meetings monthly and obtain an average score of 4 on a 5 point scale on satisfaction surveys completed by attendees.
Percentage of surveys completed shall meet or exceed 25% of meeting attendees.
required documentation to the County evidencing satisfaction of this requirement.
If the standard is not met, a non-performance fee of $_______ for that contract year will be paid to the Plans.
11. Licensing of staff All Contractor personnel providing investment-related services shall be appropriately licensed for the entire time period.
Within 45 days after the end of the contract year, the Contractor shall submit all required documentation to the County evidencing satisfaction of this requirement.
If the standard is not met, a non-performance fee of $_______ per day for which that requirement was not met will be paid to the Plans.
12. Departmental survey Conduct an annual survey of all County participants or other designated group. The survey shall have a response rate of at least 80% of departments and obtain an average score of 4 on a 5 point scale on satisfaction surveys completed by the department heads or their designees.
Within 45 days after the end of the contract year, the Contractor shall submit all required documentation to the County evidencing satisfaction of this requirement.
If the standard is not met, a non-performance fee of $_______ for that contract year will be paid to the Plans.
13. Account Management Satisfaction
(See Attachment G)
An account management satisfaction composite score of “3” or better on a “1-5” scoring system on based on the Account Management Report Card based on four (4) quarterly assessments.
Within 45 days after the end of each calendar quarter, the Contractor shall submit all required documentation to the County evidencing satisfaction of this requirement. If the standard is not met, a non-performance fee of $_______ per calendar quarter will be paid to the Plans.
RFP # 017-202406-MC
HRA Plan Administration and Investment Services
14. Voice Response System -- Average Speed of Answer – Claims (if separate call center)
On an on-going average annual contract year basis, all telephone calls to the automated voice response system shall be answered within 3 rings.
required documentation to the County evidencing satisfaction of this requirement.
If the standard is not met, a non-
15. Voice Response System – Transfer to CSR – Claims (if separate call center)
On an on-going average annual contract year basis, all telephone calls to the Home Office Client Service Representatives shall be answered within 35 seconds.
Within 45 days after the end of the contract year, the Contractor shall submit all required documentation to the County evidencing satisfaction of this requirement.
If the standard is not met, a non-
16. Voice Response System -- Call abandonment – Claims (if separate call center)
On an on-going average annual contract year basis, less than 3% of calls shall be abandoned.
Within 45 days after the end of the contract year, Contractor shall submit all required documentation to the County evidencing satisfaction of this requirement. If the standard is not met, a non-performance fee of $_______ for that contract year will be paid to the Plan.
Total Annual At Risk Amount $_______
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