Attachment_G_-_Account_Management_Report_Card_(new).pdf
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- Solicitation number
- 017-202406-MC
- Issued by
- Orange County, San Diego City, California
About this file
Attachment G is an Account Management Report Card document from the County of Orange for a Health Reimbursement Arrangement (HRA) Plan Administration and Investment Services contract (RFP # 017-202406-MC). The document outlines a quarterly performance evaluation methodology for the contractor, with a rating scale from 1 (Dissatisfied) to 5 (Completely Satisfied). The report card includes five key service categories to be assessed, including timely issue notification, participant responsiveness, action plan development, accessibility, and timely reporting of results.
The evaluation process requires the contractor to submit the report card quarterly, with the County completing ratings for each performance category. At the end of the contract term, the contractor will calculate a composite score by averaging the quarterly scores. The Account Management Commitment will be considered fulfilled if the average composite score meets or exceeds the score specified in a related attachment (Attachment F). The report card provides a structured mechanism for the County to continuously evaluate and track the contractor's performance throughout the contract term, ensuring accountability and service quality.
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Text version
County of Orange HRS Employee Benefits
RFP # 017-202406-MC
HRA Plan Administration and Investment Services
File Folder No.: 017-2700201
ATTACHMENT G
ACCOUNT MANAGEMENT REPORT CARD
Rating Methodology:
5 = Completely Satisfied Client/Company Name: County of Orange 4 = Very Satisfied Completed By (please print): _________________ 3 = Satisfied Client Signature___________________________ 2 = Somewhat Satisfied Date completed: ___________________________ 1 = Dissatisfied Telephone #:______________________________
County will complete the box with the score that most closely reflects the level of satisfaction with the local and main office account management teams with respect to the following service categories. A separate quarterly report card will be completed, signed and dated each quarter.
Measurable Need
1st Q
2nd Q
3rd Q
4th Q
Composite to be completed by PG Unit
1. Provides County with timely notification of issues impacting Plans and/or Participants.
2. Responds to Participant issues & questions in a timely, comprehensive manner.
3. Develops, follows through on action plans;
effective coordination to resolve open issues.
4. Is accessible and attends scheduled meetings.
5. Delivers agreed upon reports and communication of Contractor results on time.
Account Management Composite Score
(All Categories)
N/A
Fill in for each quarterly period:
Date Sent to Client: __/ /__ __/ /__ __/ /__ __/ /__ Date Returned by Client: __/ /__ __/ /__ __/ /__ __/ /__
At the end of each quarterly period, Contractor will forward Account Management Report Card to County for completion.
Following the end of the Term and receipt of the fourth (4th) quarterly survey from the County, Contractor will calculate the Composite Score in each performance assessment category by averaging the scores for the four (4) quarters of the Term. The assessments of each of the performance assessment categories will be weighted equally. The Account Management Commitment will be deemed as fulfilled if the average of the Composite Scores in each category (“Account Management Composite Score”) is equal to or greater than the Account Management Composite Score indicated on Attachment F.
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