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
This file is an Account Management Report Card template for the County of Orange's Health Reimbursement Arrangement (HRA) Plan Administration and Investment Services procurement (RFP No. 017-202406-MC). The report card serves as a quarterly performance evaluation instrument that the County will complete to assess the selected contractor's account management capabilities across five measurable service categories: timely notification of plan and participant issues, responsive handling of participant inquiries, development and execution of action plans, accessibility and meeting attendance, and on-time delivery of agreed-upon reports and communications. The County will complete a separate signed and dated report card each quarter throughout the contract term, with scores ranging from 1 (Dissatisfied) to 5 (Completely Satisfied). Following the conclusion of the full contract term and receipt of all four quarterly evaluations, the contractor will calculate a composite score by averaging the scores across all four quarters, with equal weighting applied to each performance category.
The Account Management Commitment is deemed fulfilled only if the composite score average equals or exceeds the threshold specified in Attachment F of the RFP. This performance measurement mechanism establishes objective standards for contractor accountability and allows the County to formally document service quality throughout the administration period. The quarterly report card process includes designated fields for client completion dates and signature authority, with submissions tracked between the contractor and County through documented send and return dates. This evaluation framework is integral to the overall 1000-point scoring system referenced in the RFP, which allocates 400 points to written proposals, 300 points to oral presentations, and 300 points to cost evaluation, ensuring that ongoing account management performance directly impacts contractor performance assessment and potential renewal considerations.
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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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