AttC.Technical-Reply.xlsx
XLSX spreadsheet 91 KB Posted
- Attached to
- DMS-2425-232 (Group Term Life Insurance)
- Solicitation number
- ITN-11871
- Issued by
- Leon County, Florida
About this file
The file is a Technical Reply document for Invitation to Negotiate (ITN) No. DMS-24/25-232 issued by the Florida Department of Management Services, Division of State Group Insurance, seeking a Group Term Life Insurance provider. The solicitation covers approximately 345,037 members, including active full-time employees, OPS employees, vested legislators, retired employees, and their dependents, with an anticipated implementation date of January 1, 2026. The contract requires the vendor to establish a customer service unit, maintain a participant website, process enrollment and claims, conduct open enrollment benefit fairs, and develop communication materials. Key implementation milestones include establishing a dedicated website by August 1, 2025, and participating in fall 2025 open enrollment events. The technical evaluation will assess responses across six categories: Network Access, Implementation, Account Management, Customer Service, Data Interface, Claims Processing, Audits, and Underwriting, with a maximum of 1,425 weighted points. The Reply submission deadline is April 14, 2025, with an evaluation phase scheduled from April 21 to May 12, 2025, and negotiations from May 19 to July 21, 2025.
The contract covers six group term life insurance options with various coverage levels, including basic life insurance of $25,000 for salaried employees and up to $150,000 for vested legislators, with optional term life insurance ranging from 1 to 7 times annual earnings (capped at $1 million). The successful vendor must provide a performance bond of $5,000,000 and maintain various insurance coverages. The initial contract term is four years, with the potential for up to four additional one-year renewals. The solicitation requires integration with the state's existing People First system for data transmission and enrollment management. The cost reply document indicates estimated annual enrollments, with active employees representing the largest group at 153,145 participants, and requires respondents to provide detailed premium rates per $1,000 per month for different coverage types and age groups.
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Text version
C1 General Instructions
| Invitation to Negotiate for the State of Florida, Department of Management Services |
| DMS-24/25-232, Group Term Life Insurance |
Technical Reply Instructions
Instructions:
In a separate PDF document, Respondents shall provide a Portfolio responding to each of the Technical Questions listed in tab C2 in accordance with section 3.5 ("Content of Reply") of the ITN document.
Respondents shall for each Technical Qeustion also complete Tab C2 of this Attachment C by identifying in colum D the Portfolio page number that corresponds to the applicable Technical Question listed on tab C2 Technical Questions. Respondents should also insert their business entity name in cell A4.
Responses should be written in at least 11-point type using Calibri, Arial, or Times New Roman font.
Failure to submit a reply to any portion of the Technical Reply shall negatively impact the Respondent’s evaluation score.
This section will be scored pursuant to subsection 4.3 (“Evaluation of the Reply”) of this ITN.
Evaluators may not consider the Cost Reply in evaluating the Respondent's Reply.
&G &"-,Bold"Attachment C - Technical Reply
C1: GENERAL INSTRUCTIONS
ITN No.: DMS-24/25-232 Group Term Life Insurance &P of &N
C2 Technical Questions
| Invitation to Negotiate (ITN) DMS-24/25-232 for the State of Florida, Florida Department of Management Services ("Department") | ||||||||
| Group Term Life Insurance | ||||||||
| Technical Reply | ||||||||
| Respondent Name | ||||||||
| The Respondent shall respond to each of the Technical Questions listed herein and describe, in detail, its proposed plan for meeting all requirements identified Attachment A, Administrative Requirements. Responses must clearly identify how the Respondent meets or exceeds each of the requirements. All requested information must be submitted per section 3.5 of the ITN document and tab C1 General Instructions of this Excel workbook. Failure to provide a response to any question will result in the respondent receiving a zero (0) score for that question. | ||||||||
| Technical Questions | Portfolio Page Number | Maximum Raw Points Possible | Raw Points Awarded by Evaluator | Weight | ||||
| (Raw Score multiplied by X) | Maximum Weighted Points Possible | Total Weighted Points Awarded by Evaluator | ||||||
| NETWORK ACCESS/MEDICAL NETWORK MANAGEMENT | ||||||||
| I. | Service History | |||||||
| 1 | Within the Respondent's portfolio, what is the average duration for a decision to be rendered for members necessitating evidence of insurability (medical underwriting)? | 5 | 20 | 100 | 0 | |||
| 2 | Within the Respondent's clientele, what is the average time frame for processing a claim (i.e., the claim has been paid) once all necessary documentation has been received? | |||||||
| 3 | Provide an overview of the Respondent's experience in delivering life insurance services, encompassing a concise history of the organization, its evolution, and ownership structure. | |||||||
| II. | Implementation | |||||||
| 4 | Furnish a comprehensive Final Implementation Plan that clearly showcases the Respondent's capability to fulfill the State's requirements, ensuring a fully operational program by January 1, 2026. The finalized Implementation Plan should be presented to the Department for approval within ten (10) Calendar Days from the Effective Date of the Contract. This plan is expected to encompass a detailed outline of specific implementation tasks and transition protocols, accompanied by a timeline indicating the initiation and completion dates for each task, in alignment with the milestones outlined in AR-1. | 5 | 20 | 100 | 0 | |||
| 5 | Specify the pivotal dates that must be adhered to in order to achieve the implementation deadline of January 1, 2026. This should encompass the processes slated for review, the steps to be executed—encompassing but not limited to system testing—the necessary transition data to be acquired from the incumbent, and the timelines for the development of Plan documents. | |||||||
| 6 | Furnish an organizational chart outlining the names, titles, areas of expertise, functions, and reporting relationships of key individuals tasked with implementing and providing continuous servicing for the State's account. | |||||||
| 7 | Outline the responsibilities of the Implementation Manager, specifying the percentage of time allocated to implement this Contract for the State in comparison to duties and time dedicated to 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 and Support Services | |||||||
| 9 | Specify the Account Manager(s) who will assume the primary responsibility for planning, overseeing, and executing account management services for the State in the event that the Respondent secures a Contract under this ITN, and indicate the percentage of this person's time dedicated to the resulting contract from this ITN. | 5 | 20 | 100 | 0 | |||
| 10 | Illustrate the online capabilities that the Department will possess, including features such as on-demand reporting. Include any details about how the Respondent will ensure the online capabilities, and any technologies offered, will remain current, viable, and ensure real time access to the Department. | |||||||
| 11 | Provide an in-depth explanation of the Respondent's ad-hoc reporting capabilities and elucidate the Respondent’s capacity to generate and furnish ad-hoc reports to the Department at no additional cost, complying with required formats and timeframes. | |||||||
| 12 | A notification regarding open enrollment should be sent to all potential Subscribers before the commencement of open enrollment for the initial year of the Contract. Please furnish a sample of the announcement package. | |||||||
| 13 | After the initial enrollment, what communication materials will a Participant receive, such as a welcome package? Please provide samples of these communication materials. | |||||||
| 14 | In the event that it becomes evident a group would benefit from additional education concerning Plan benefits, detail the procedures the Respondent has in place to achieve this objective. | |||||||
| 15 | Outline how the Respondent intends to adhere to Americans with Disabilities Act requirements, ensuring the provision of materials and other communications in alternative formats. | |||||||
| 16 | Explain the strategy for delivering materials in languages aside from English. | |||||||
| IV. | Customer Service | |||||||
| 17 | Detail the Respondent’s customer service call center, providing information on the call center's location serving Members, operating hours, the quantity of representatives, or the representative-to-Members ratio designated for the State’s account, and outline the security protocols implemented for both the customer service call center and its representatives. | 5 | 60 | 300 | 0 | |||
| 18 | Elaborate on the communication capabilities of the Respondent's customer service call center beyond telephone calls, encompassing areas such as online chat, email, and other modalities. | |||||||
| 19 | Detail the multi-lingual capabilities of the Respondent's customer service call center and elucidate on the mechanisms through which this support is facilitated, whether through language lines or dedicated multilingual call center representatives. | |||||||
| 20 | Outline the Respondent's process for tracking and managing routine customer service calls, including the reporting procedures in place. | |||||||
| 21 | Detail the Respondent's capacity to furnish recorded calls to the customer service unit in electronic format to the Department within 24 hours of a request, without incurring any additional costs. | |||||||
| 22 | Explain the procedures in place for handling after-hours and weekend calls. | |||||||
| 23 | Furnish examples of system-generated reports from the Respondent that monitor and gauge call center statistics, encompassing metrics like average speed to answer, abandonment rate, average length of call, average hold time, Interactive Voice Response (IVR) self-service interactions, and reasons for calls. It is essential that the reports presented by the Respondent mirror those that can be provided to the Department if a Contract is awarded under this ITN. | |||||||
| 24 | Supply the satisfaction survey results for life insurance products in the Respondent's book of business for the past three (3) years, delineated by each year (e.g., 2021, 2022, and 2023). | |||||||
| 25 | Utilizing insights from the Respondent's book of business, industry trends, and the provided Census File, pinpoint up to two underinsured demographics. Elaborate on the Respondent's strategy concerning these demographics. | |||||||
| 26 | Outline the functionalities of the Respondent's website and smartphone application(s), such as customer service and chat. | |||||||
| 27 | Detail the services accessible to Participants through the Respondent's website, specifying the extent of functionality. Additionally, highlight any compatibility concerns with widely used web browsers. Include any details about how the Respondent will ensure the website, and any technologies offered, will remain current, viable, and ensure real time access to Participants. | |||||||
| 28 | Is it possible for Participants to access evidence of insurability through the Respondent's website? | |||||||
| 29 | Is it possible for Participants to designate or modify beneficiary designations through the Respondent's website? | |||||||
| V. | Data and Interface | |||||||
| 30 | What is the duration for which the Respondent retains records? | 5 | 50 | 250 | 0 | |||
| 31 | Explain the procedures that the Respondent adheres to when a Participant is terminated due to omission. | |||||||
| 32 | Detail the Respondent's capability to receive eligibility files outside the usual timeframe, such as a file sent to rectify an error impacting multiple employees. | |||||||
| 33 | Provide a comprehensive overview of the Respondent's online reporting capabilities. Is it possible to customize reports and reporting schedules? | |||||||
| 34 | Detail the Respondent's proficiency in implementing single sign-on for the state's human resources platform, presently People First. | |||||||
| 35 | What contingency plans does the Respondent have in place for the continuity of operations concerning its Life Insurance Plan(s)? | |||||||
| 36 | What standard protocol does the Respondent have in place to ensure the continuous operation of services during a natural disaster or other unplanned or planned events that may affect service delivery? | |||||||
| 37 | In the event of a disaster or any unforeseen circumstance, where is the location of the Respondent's backup system hosting? | |||||||
| 38 | Is there a remote location available for the Respondent in case its primary operating location becomes unavailable? | |||||||
| 39 | On average, what is the timeframe for the Respondent to activate a remote location and achieve full functionality for Participants? | |||||||
| 40 | Does the Respondent have a telework policy? If yes, please explain the policy, and elaborate on how and when this policy would be activated, particularly if it is reserved for specific circumstances. | |||||||
| 41 | Detail the process employed by the Respondent to test system backups, encompassing both hardware and software, including disaster recovery procedures. | |||||||
| VI. | Claims Processing | |||||||
| 42 | Explain the duration for which claims history is retained. | 5 | 40 | 200 | 0 | |||
| 43 | For the Respondent's portfolio, outline the typical timeframe from the receipt of all necessary information/documentation to the payment of a claim. | |||||||
| 44 | Detail the security protocols implemented by the Respondent to guarantee accurate issuance of benefits to the intended recipients. |
45 Explain the procedures and processes involved in managing pended claims.
| 46 | Outline the procedures employed by the Respondent for the disbursement of accelerated death benefit claims. | ||||||
| IX. | Audits | ||||||
| 47 | Is there an internal audit team within the Respondent's organization? | 5 | 50 | 250 | 0 | ||
| 48 | How often does the Respondent's internal audit staff conduct audits of the claims processing function? | ||||||
| 49 | Does the Respondent's organization engage an external auditor? | ||||||
| 50 | How often does the external auditor conduct audits of the claims processing function? | ||||||
| 51 | How are audit findings communicated internally within the Respondent's organization, and to whom are these results conveyed? | ||||||
| 52 | What percentage of claims undergo auditing? | ||||||
| 53 | What is the Respondent’s standard audit size in terms of volume and percentage of claims? | ||||||
| 54 | Provide a detailed description of all tests conducted on samples of claims. | ||||||
| 55 | Outline the procedures undertaken by the Respondent to address any deficiencies identified during the audit process. | ||||||
| 56 | Detail the audit trail and processes employed by the Respondent to track claims through the entire adjudication process. | ||||||
| VIII. | Underwriting | ||||||
| 57 | Furnish the formula used to compute the renewal term rates for years 5 through 8. | 5 | 25 | 125 | 0 | ||
| 58 | Specify the credibility formula intended for utilization during the renewal term. | ||||||
| 59 | What is the process the Respondent uses for developing your manual rates? | ||||||
| 60 | How does the Respondent monitor market trends and adjust pricing to remain competitive without compromising benefit quality? | ||||||
| 61 | What is the methodology the Respondent uses for calculating incurred claims? | ||||||
| 62 | What is the retention percentage, specifically the portion of premiums allocated to administration costs, for groups of this size? | ||||||
| Maximum Raw Points Possible | Total Raw Points Awarded by Evaluator | Maximum Weighted Points Possible | Total Weighted Points Awarded by Evaluator | ||||
| Evaluation Total: | 40 | 0 | 1425 | 0 |
&G &"-,Bold"Attachment D - Technical Reply
C2: TECHNICAL QUESTIONS
ITN No.: DMS-24/25-232 Group Term Life Insurance &P of &N image1.png
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