RFP PS-27-0485

Title: Employee Wellness Platform

EXHIBIT A – SCOPE OF WORK

1. INTRODUCTION AND BACKGROUND

1.1 The City of Phoenix ("City") is committed to supporting the health, well-being, and engagement of its employees and their eligible spouses/Qualified Domestic Partners (QDPs) through a comprehensive Wellness Incentive Program. As part of its broader employee benefits and workforce well-being strategy, the City seeks to partner with a qualified vendor that can provide a secure, user-friendly, and comprehensive digital Wellness Platform along with related administrative services designed to promote healthy behaviors, increase participation in wellness initiatives, improve preventive care compliance, and enhance overall employee engagement and satisfaction.

The City recognizes that a successful wellness program extends beyond traditional health risk assessments and incentives. The selected solution should support the City's objectives of increasing participation in wellness activities, encouraging preventive care and primary care provider engagement, fostering a culture of health and well-being, and providing meaningful opportunities for employees and eligible dependents to actively manage their health. The platform should also support the City's broader benefits strategy by delivering data-driven insights, facilitating targeted outreach and communications, and helping participants connect with available health and wellness resources.

The selected vendor shall provide the technology, functionality, configuration, administration, reporting, data management, participant support, and account management necessary to effectively administer the City's Wellness Incentive Program. The solution must deliver a seamless participant experience while enabling the City to efficiently manage eligibility, incentives, wellness challenges, health assessments, activity tracking, communication campaigns, and program reporting. In addition, the platform must support secure data exchange, wearable device integration, biometric data integration with Health Risk Assessment (HRA) questionnaires, and segmented participant eligibility to meet the City's evolving workforce wellness needs.

Through this procurement, the City seeks a strategic partner capable of delivering a scalable and innovative solution that supports measurable improvements in program engagement, preventive care participation, participant experience, and overall workforce well-being, while providing operational efficiency, robust reporting, data security, and long-term value to the City and its employees.

The Wellness Platform shall be available to all eligible City employees and their eligible Spouse or Qualified Domestic Partner (QDP), collectively referred hereinafter as “Participants”. The City maintains a workforce of approximately 15,000 full-time and part-time employees and currently offers a digital wellness platform through the City’s current vendor partner Personify Health as part of its comprehensive benefits program. Currently, approximately 3500 Participants receive the Wellness Incentive.

1.2 The City’s Wellness Incentive Program: Eligible Employees may earn a wellness incentive of up to $60 per month based on completion of a Health Risk Assessment Questionnaire and a Participant PCP visit attestation by the employee and/or the Eligible Spouse or QDP under the City’s current wellness incentive program structure.

Under the current incentive structure:

1.2.1 Employee and spouse/QDP completion: The employee may earn a maximum incentive of $60 per month when both the employee and the employee’s eligible spouse/QDP complete all wellness incentive requirements within the applicable calendar year, including:

1.2.1.1 Completion of the HRA;

1.2.1.2 Completion of a qualifying preventative care visit; and

1.2.1.3 Completion and submission of the required PCP Visit

Attestation through the Wellness Platform.

1.2.2 Employee – only or spouse/QDP – only completion: When only one of the two eligible Participants – the employee or the employee’s eligible spouse/QDP completes all required wellness incentive requirements, the employee shall be eligible to receive $40 per month under the current wellness incentive structure (the $40 is earned when either the employee or spouse/QDP completes the requirements, not that each individually receives $40.

The overall maximum wellness incentive is $60 per month per eligible employee and is paid to eligible employees bi-weekly through the City’s payroll system as taxable earnings, subject to applicable federal and state tax withholding and other legally required payroll deductions.

1.2.3 Platform administration and tracking: The Contractor’s Wellness Platform shall support the configuration, tracking, validation, and reporting of all applicable wellness incentive requirements to include Participant’s wellness incentive eligibility based on the completion status of the requirements. The platform shall maintain appropriate records of the HRA completion, PCP visit attestation, applicable dates, and incentive eligibility in real-time.

1.2.4 The City reserves the right to modify, amend, suspend, discontinue, or otherwise change the wellness incentive structure, including incentive amounts, eligibility requirements, qualifying requirements, completion requirements, or other program provisions, during the term of the Agreement. The Contractor shall support such changes through appropriate platform configuration and implementation without requiring a new platform solution and with no additional cost to the City.

1.2.5 Wellness Incentive Plan-year Eligibility and Requalification: The

Wellness Incentive shall be earned and administered on a plan-year basis. Eligibility to earn the Wellness Incentive shall be determined based on the Participant's eligibility under the applicable plan year requirements and the date on which the Participant becomes eligible for the Wellness Incentive.

1.2.6 Newly eligible employees and their eligible spouses or QDP may satisfy the applicable wellness requirements during the portion of the plan year in which they become eligible. For example, an employee who becomes eligible for the Wellness Incentive in June 2027 upon satisfying the applicable requirements, may earn the Wellness Incentive for the remainder of the 2027 plan year in accordance with the Program's terms.

1.2.7 To continue receiving the Wellness Incentive for the subsequent plan year, the employee and, as applicable, the employee's eligible spouse or QDP must re-qualify during the City’s designated annual qualification period, including the applicable Open Enrollment period, by completing all required wellness activities and attestations within the established deadline(s).

1.2.8 Participants who successfully re-qualify shall become eligible for the applicable Wellness Incentive beginning on the first day of the subsequent plan year, with the incentive reflected in the first applicable payroll check issued in January, subject to the City’s payroll processing schedule.

1.2.9 This qualification and requalification process shall repeat annually for each subsequent plan year. Satisfaction of the requirements for one plan year shall not automatically establish eligibility for any subsequent plan year unless otherwise specified by the City.

1.2.10 The City reserves the right to establish or modify the applicable qualification periods, deadlines, wellness requirements, incentive amounts, and other program provisions during the term of the Agreement.

1.3 The City seeks to procure a secure, user-friendly digital wellness platform solution with robust administrative and reporting capabilities. The wellness platform shall provide Participants and designated City benefit liaisons access to a secure online wellness platform that supports:

1.3.1 A secure online Health Risk Assessment (HRA) Questionnaire

(questions include e.g., lifestyle, medical history, biometric screening data, and daily habits).

1.3.2 Risk Calculation: Platform uses responses to questions including biometric screening data to spot potential health risks and calculates a personal health risk score.

1.3.3 Personalized feedback: Participants shall receive a custom report with tips to improve health, diet and fitness.

1.3.4 Participant PCP Visit Attestation digital form (employee attests they completed a PCP visit within the applicable plan year) and HRA Completion Tracking functionality: The Contractor’s platform shall track in real-time both requirements; completion of the HRA and PCP visit Attestation form in real-time. The City reserves the right to modify, revise, add, remove, or otherwise change the Attestation Form and/or attestation language at any time during the term of the Agreement. The Contractor shall work with the City to implement City approved changes within a mutually agreed upon timeframe and shall ensure that such changes, as approved by the City are accurately and timely reflected within the Wellness Platform.

1.3.5 Contractor shall submit a weekly attestation report to the City’s designated Wellness Team. The Contractor shall work with the City collaboratively with the City to identify, define, and establish the reporting structure, report formats, reporting frequency, data elements, and data fields required to support administration and oversight of the Wellness Incentive Program.

1.3.6 Incentive and reward tracking functionality, including ability to identify incentives and rewards that are subject to applicable tax reporting and withholding requirements; accurately calculate and establish the required payroll file format.

1.3.7 Contractor shall accept, track, and issue rewards at the City’s request for events and challenges that take place outside of the Contractor’s platform.

1.3.8 City reserves the right to determine how rewards are structured for each challenge.

1.3.9 Wearable device and activity tracker integration.

1.3.10 Participant communication and engagement tools.

1.3.11 Activity and Wellness challenge tracking by Segment Groups A and B.

1.3.12 Wellness Education and content; e.g., recipes, articles, etc.

1.3.13 Administrative dashboards.

1.3.14 Real-time and scheduled reporting.

1.3.15 Eligibility and enrollment management.

1.3.16 Secure data exchange and file transfer capabilities.

1.3.17 Appropriate privacy, security, accessibility, and regulatory compliance.

1.3.18 Dedicated Account Management and technical support.

1.3.19 Biometric screening data upload and integration.

1.4 The Contractor shall provide a secure online wellness platform, implementation services, configuration, integration, reporting, account management, Participant technical support, and related services necessary to operate the platform effectively throughout the term of the Agreement as approved by the City.

Optional Services: The City is not procuring clinical care, medical treatment, disease management, case management, health coaching, or other clinical services as part of this Wellness Platform solicitation. However, the City reserves the right to elect to implement one or more of these services at any time during the term of the Agreement. The Contractor shall not require the City any minimum purchase, utilization, or expenditure for optional services.

1.5 Required services under this Contract shall be fully implemented one-hundred twenty (120) days prior to Plan Year begin date of January 1, 2028.

2. ELIGIBILITY

2.1 All Participant eligibility is determined by the City. The City is the final authority on participant eligibility. Contractor shall ensure the platform can support and distinguish between at least two groups:

2.1.1 Segment A: Medical Plan enrollees: Participants who are actively enrolled in the City’s sponsored medical plan. This population shall have access to the secure online HRA features, enhanced incentives, or specific wellness initiatives and challenges.

2.1.2 Segment B: General Eligible Employees: Employees who are eligible but are not enrolled in a City sponsored medical plan. This population shall have access to standard City wellness challenges as approved by the City. Dependents are not eligible for Segment B population.

2.1.3 Contractor shall ensure that users in Segment B cannot access exclusive challenges, marketing, communication or incentives meant for Segment A population.

2.2 Contractor shall offer platform access as a voluntary benefit to all eligible

Participants. Participation is voluntary, with no minimum enrollment requirements.

3. GENERAL REQUIREMENTS

3.1 Contractor shall collaborate with the City and other City vendors on data integration, eligibility file management, communications approval, reward design, and technical support.

3.2 Contractor shall provide a secure, internet‑based wellness platform accessible 24/7 via web and/or mobile app using multifactor authentication.

3.3 Contractor shall allow Participants to create individual accounts with unique usernames and passwords.

3.4 Contractor shall meet all City eligibility verification requirements.

3.5 Contractor shall comply with HIPAA, GINA, and provide the City with applicable privacy notices describing use and disclosure of Protected Health Information.

3.6 Contractor shall provide excellent customer service team and experience for Participants. Live Participant service representatives shall be available to assist Participants between the hours of 7:00 a.m. to 6:00 p.m. Arizona time, Monday through Friday, excluding City observed holidays(https://www.phoenix.gov/calendar/holidays). Customer calls should be recorded to the extent allowed by and in accordance with applicable law.

3.7 Contractor shall provide a toll-free number with 24/7 interactive voice response (IVR).

3.8 Calls/ voice messages received after hours or during holiday schedule shall be returned by a knowledgeable staff member before the end of the following business day.

3.9 Contractor shall at no cost to the City, ensure that City Participants who are deaf, hard of hearing, or have speech disabilities have equitable access to all telephone-based services through appropriate communication accommodation and accessible telecommunication technologies.

3.10 Contractor shall provide an escalation process to respond to Participant service issues within one (1) business day for issues that cannot be resolved at the customer service level.

4. WEB PORTAL PLATFORM

4.1 Contractor shall provide a secure, user-friendly, online customizable web and mobile-compatible Wellness platform that can incorporate approved City logo cobranding.

4.2 Required platform capabilities shall include, but not be limited to:

4.2.1 Single sign-on, with multi-factor authentication.

4.2.2 Mobile responsive web portal and/or mobile application.

4.2.3 Personalized Participant dashboard

4.2.4 HRA Questionnaire access

4.2.5 Personalized report with results and recommendations

4.2.6 Participant Challenge enrollment and tracking by Segment Group

4.2.7 Activity tracking, e.g., (Participant, Participant status (active, or disengaged from activity/challenge) activity title, begin date, end date, duration, etc.

4.2.8 Incentive and reward status

4.2.9 Wellness content (e.g., educational content, nutrition planning, meal tracking, recipes, preventative services schedule, on-demand fitness and exercise videos, featured articles).

4.2.10 Notifications (Open Enrollment, incomplete HRA, completed

HRA)

4.2.11 Communication preferences (e.g., by mail, text, email)

4.2.12 Accessibility

4.2.13 Dependent access (Spouse/QDP)

4.2.14 Help/Support functionality (by phone, chat, email)

4.2.15 Language capabilities

4.3 Contractor shall distinguish between functionality available through the web portal, mobile application and designated administrative portal access.

4.4 The Contractor shall ensure that the Wellness Platform requires completion of all required Wellness Incentive Program activities and fields prior to allowing Participant to save and submit as complete. The Platform shall require completion of:

4.4.1 The Health Risk Assessment (HRA); and

4.4.2 Each required field and attestation statement on the Participant

PCP Attestation Form, including all required checkboxes and acknowledgements.

4.4.3 The Platform shall validate completion of all required fields before enabling the Participant to select “Save and Submit”.

4.5 The Platform shall not permit the Participant or authorized City representative to submit, finalize, or close the applicable attestation workflow as complete until all required attestation lines, including attestation box have been completed. If any required field or attestation acknowledgement statement remains incomplete, the Contractor shall ensure that the Platform shall prevent submission and displays a clear notification indicating the form is incomplete and identifying the required item(s) that require attention and remain incomplete. The Platform shall have the capability of recording the date and time of successful completion and submission of the Attestation and make the status available in real-time for administrative review and reporting.

4.6 The Platform shall retain the Participant’s entered information and allow the user to return to the incomplete form without loss of previously entered information. Once the Participant successfully saves and submits Attestation, the Platform shall prevent the user from editing or modifying the submitted record. If a correction is necessary, the Contractor shall work collaboratively with the City to establish a mutually agreed to protocol and process.

4.7 The Platform shall accurately distinguish the Participant’s record status between not started, in progress/incomplete, and completed Employer Attestation and HRA Questionnaire.

4.8 Contractor shall provide helpdesk support via phone and/or email for login assistance and technical troubleshooting.

4.9 Contractor shall regularly update platform content for accuracy and relevance.

4.10 Contractor shall ensure all system functions and data transmissions are secure and protected against all unauthorized access.

4.11 Contractor shall notify the City within 24 hours of any system issues and within thirty (30) days of any planned downtime.

4.12 Contractor shall support a standalone secure, user-friendly mobile app.

4.13 If applicable, Contractor shall accept and upload third‑party data feeds for rewards, validation, and reporting as directed by the City.

5. HEALTH ASSESSMENT (HRA)

5.1 Contractor shall provide a comprehensive online HRA Questionnaire and a PCP visit Attestation that is accessible year‑round, except for designated City defined blackout periods. The Contractor shall ensure that the HRA Questionnaire is/has:

5.1.1 Configurable

5.1.2 Modifiable; ability to add, remove or modify questionnaire with

City approval.

5.1.3 Ability to reopen/correct an HRA

5.1.4 Includes completion date/time stamp.

5.1.5 Includes user-friendly Employer Attestation

5.1.5.1 The Employer Attestation requires all required fields to be completed before the Attestation can be saved. Configuration should include a Can be reopened

5.2 Contractor shall provide Participants with a personal health report summarizing results and identifying positive health attributes.

5.3 The HRA Questionnaire shall include topics such as:

5.3.1 Preventative screenings

5.3.2 Nutrition

5.3.3 Physical Activity

5.3.4 Biometrics data (blood pressure, height, weight, cholesterol, glucose).

5.3.5 Emotional and mental health

5.3.6 Sleep

5.3.7 Alcohol and Tobacco use

5.3.8 Productivity

5.3.9 Chronic Conditions

5.4 Contractor shall support biometric data integration at no additional cost and enable Participants to upload documentation where required.

6. WELLNESS CHALLENGES

6.1 Contractor shall ensure the Wellness Platform can support multiple wellness challenge formats, including, but not limited to:

6.1.1 Individual challenges

6.1.2 Team challenges (e.g., by department, division, group, etc.)

6.1.3 Step/ activity challenges

6.1.4 Hydration challenges

6.1.5 Nutrition challenges

6.1.6 Sleep/ well-being challenges

6.1.7 Mindfulness/ stress-management challenges

6.1.8 Preventative-care challenges

6.1.9 Custom challenges developed by the City.

6.2 Contractor shall support the ability to configure challenges to include but not limited to:

6.2.1 Challenge duration

6.2.2 Eligibility

6.2.3 Participation rules

6.2.4 Goals

6.2.5 Team Assignments

6.2.6 Leaderboard(s)

6.2.7 Challenge close/completion

6.2.8 Incentive(s)

6.2.9 Notifications

6.2.10 Reminders

6.2.11 Tie-breaking rules

6.2.12 Privacy Settings

6.3 Contractor shall ensure no inappropriate disclosure of Participant individual health information and provide the Participant the ability to opt in or out of push notifications and reminders for challenges.

6.4 Challenges must be available to Participants in Segment A and Segment B.

6.5 Contractor shall provide attestation capabilities for City approved wellness actions.

6.6 Contractor shall generate reward fulfillment information and provide a taxable winnings file that meets City payroll specifications.

7. COMMUNICATION MATERIALS AND WELLNESS CONTENT LIBRARY

7.1 Contractor shall produce electronic communications (email, SMS, app notifications) subject to City approval. Contractor shall not directly access or retain City mailing lists.

7.2 All communication materials must be cobranded with City Wellness logos and approved by the City prior to distribution.

7.3 Contractor shall provide sample communications and marketing assets upon request and supply artwork at no cost.

7.4 Contractor shall provide a Wellness Content Library on the Platform that provides:

7.4.1 Evidence based wellness content

7.4.2 Articles, Videos, Seasonal content (e.g., flu season, open enrollment, hydration – summer, back-to-school, etc.)

7.4.3 Preventative health content

7.4.4 Mental/ emotional well-being content

7.4.5 Nutrition

7.4.6 Physical activity

7.4.7 Sleep

7.4.8 Lifestyle management

7.4.9 Financial well/being

7.4.10 Search functionality

8. DESIGNATED ACCOUNT MANAGEMENT TEAM

8.1 Contractor shall assign a dedicated account management team of professionals who are experienced in providing services to similar entities, accessible to the City benefit management and benefit operation liaison teams, and with sufficient capacity and authority to address City related issues in a timely, accurate and professional manner and in accordance with the terms of this Agreement. Contractor shall assign, at a minimum, the following:

8.1.1 Account Manager – Contractor shall assign an account

manager as the day-to-day contact that will have the primary responsibility of responding to all issues and will be responsible for all aspects of project management including, but not limited to, the initial implementation and ongoing new implementation (as necessary), routine meeting cadence with City Benefit team(s).

8.1.2 Account Manager Back-up – Contractor shall assign a

secondary person as a back-up in the event that the account manager is unavailable. Contractor shall provide a thirty (30) day advance written notice to the City of any planned change in the primary account manager. The written notice may be delivered via email to:benefits.questions@phoenix.gov.

8.1.2.1 Account Manager and Account Manager Back-up shall

become familiar with the City’s structure, number of Participant’s, demographics and supporting the Wellness Platform and Wellness Challenges and Activities.

8.1.3 Implementation Manager – Responsible for development and execution of implementation plan. Coordinates with the City, internal and other external resources. The Implementation Manager shall represent the sole, consistent point of contact to the City during the implementation process. Three (3) years of experience as an Implementation Manager and experience with groups of 15,000 Participants and larger are also required.

8.1.4 ITS Manager – shall be a day-to-day contact who will have the primary responsibility of responding to and resolving all IT-related issues that arise for the duration of the Contract.

8.1.5 Data Analytics Manager – shall be responsible for providing analysis, assessment, and recommendations to the City based on the City’s vision trend and utilization to improve the Wellness Platform performance. The Data Analytics Manager shall participate in the City data analytics manager meetings and shall provide recommendations to support quality improvement programs, wellness initiatives, and plan design changes.

8.1.6 Enrollment/Eligibility Lead – shall be a day-to-day contact with the primary responsibility of responding to all issues related to billing, enrollment, termination, and eligibility. The Enrollment/Eligibility Lead will be responsible for resolving all such issues that surface during implementation, during the term of the agreement, open enrollment, and all ongoing service(s).

8.1.7 Member Services Manager – shall be responsible for all

customer service functions and reporting. The Member Services Manager shall be intimately familiar with the City’s Wellness Platform, wellness core structure, wellness challenges and activities to serve the Participants. Three (3) years of experience as a Member Services Manager and experience with groups of 15,000 members and larger are also required.

8.2 Contractor shall develop, maintain and provide an electronic tracking and resolution of all open and closed cases in Excel format. Contractor shall ensure that designated Account Management team attends in person or virtual meetings to review and discuss pending issues and items placed on the log and shall provide the City an escalation process to assist in matters which are unable to be resolved at the Account team level. Frequency of meetings shall be determined by the City during implementation. The City reserves the right to modify frequency of such meetings.

8.3 Contractor shall ensure platform accessibility for Participants with limited English proficiency or disabilities by go live date and during the term of Agreement.

9. REPORTING

9.1 Contractor shall provide the City client specific monthly, quarterly, and annual reports according to timelines set forth by the City.

9.2 Reports with errors or inaccurate information shall be corrected and resubmitted to the City within five business days of the notification.

9.3 Contractor shall provide the City an online real-time reporting tool, analytics report site, and on-demand reporting suite access.

9.4 Contractor shall provide the City at no cost, aggregate results for HRA completion, attestation totals, challenge participation, and platform engagement.

9.5 Contractor shall provide ad-hoc reports requested by the City at no cost.

9.6 Contractor shall conduct Participant annual satisfaction surveys at its own expense and report aggregate results to the City during annual performance review meeting. Such survey shall be for the purpose of assessing Participant satisfaction with services provided by the Contractor.

10. IMPLEMENTATION AND OPEN ENROLLMENT

10.1 Contractor shall partner with the City in the development of the initial phase-in and rollout of the Wellness Platform, communication, administration and procedures prior to go live date. The Contractor shall utilize a phased implementation approach. Each phase of implementation, including project planning, configuration, integration, testing, training, and production deployment shall be subject to City review and approval. Contractor shall obtain written approval from the City before initiating any subsequent implementation phase. The City reserves the right to require modifications to project deliverables prior to granting approval and with no cost to the City.

10.2 Contractor shall ensure the Wellness Platform is available and fully functioning ninety (90) days prior to the go‑live date. Contractor shall submit to the City confirmation of 100% successful system testing during the implementation period.

10.3 Contractor shall support City Open Enrollment initiatives related to the

Wellness Platform to include supporting training via virtual meetings or web-based training to the City’s benefit staff liaisons and Participants prior to start of the Open Enrollment period.

11. PERFORMANCE STANDARDS

11.1 Contractor shall offer competitive implementation performance guarantees as well as aggregate performance guarantees consistent with Exhibit B and Attachment 1 - Financial Worksheet (Fee Schedule), Tab 2 Performance Guarantees.

11.2 Contractor shall provide best-in-class quality services, meeting or exceeding City approved industry standards, as specified in the Performance guarantees section of this Agreement. Contractor shall take immediate action and provide a written corrective plan with fourteen (14) days, as requested by the City, should the City identify any deficiencies in the performance of the Contract deliverables or audit findings either internally or externally. The corrective action plan requested shall include, at a minimum:

11.2.1 Reference to specific errors, findings or performance guarantee

11.2.2 Root cause analysis

11.2.3 Name and title of person(s) accountable for implementing and overseeing the action plan

11.2.4 Corrective action items, including specific deliverables and anticipated completion date(s), or reason corrective action is not required/necessary.

11.2.5 Disclosure of metrics used to measure the success of each performance guarantee.

11.2.6 Participant notification process, if applicable

11.2.7 Notification to City upon successful completion of issue resolution.

11.3 Contractor shall place a minimum of ten (10%) percent of total administrative fees as an aggregated dollar value at-risk for failing to maintain the performance guarantees in accordance with Exhibit B and Attachment 1, Financial Worksheet (Fee Schedule), Tab 2 Performance Guarantees, Performance fees at risk will be calculated at the same frequency with which performance guarantees are reported. At no time will quarterly or monthly measurements be re-averaged to alter results.

11.4 The City reserves the right to allocate the percent of the fees at risk for each performance guarantee. Additionally, the City requires the ability to reallocate the amount of risk for each performance standard on an annual basis.

11.5 The City may request inclusion of additional performance guarantee measurements annually. Any additional performance guarantee measurements shall be mutually agreed upon through a written Contract amendment.

11.6 Contractor shall measure all performance standards and shall provide the

City any supporting reports as City-specific. Reports shall show actual results for the current period vis prior period of measurement and the guaranteed standard. Such reports shall be submitted on a schedule consistent with Exhibit B and Attachment 1, Financial Worksheet (Fee Schedule), Tab 2 Performance Guarantees, or as otherwise agreed to by both Parties.

12. SYSTEMS, DATA TRANSFER, AND SECURITY

12.1 Contractor agrees to accept weekly eligibility files from the City at no cost to the City and in adherence to the City’s Security and EDI protocols. The City uses Oracle Peoplesoft for payroll processing. The City requires receipt of weekly discrepancy report from the Contractor.

12.2 Contractor shall integrate using the City’s EDI file layout.

12.3 Post the electronic eligibility feed within one (1) business day of receipt.

12.4 Encrypt all data storage and back up media.

12.5 Use secure and encrypted PGP, FTP, SFTP, HTTPS, and VPN methods of data transmission as a means of sending and receiving files between City approved parties. Contractor shall provide the City sufficient, but no less than sixty (60) day notice prior to any request to apply an update, conversion, or alteration to the secure and encrypted PGP, FTP, SFTP, HTTPS, and VPN methods of data transmission as it relates to this Contract. Notice shall detail the reason(s) for update, conversion, or alteration with effective date of requested change. Notice shall be submitted in accordance with Section 2, Agreement, Subsection 2.7, Standard Terms and Conditions, paragraph 2.7.14 Notice of this Agreement.

12.6 Use secure method to send and receive email communication from City designated benefit staff. Secure method must ensure no unauthorized access of protected health information PHI or Personally Identifiable Information (PII).

12.7 Contractor shall provide all necessary codes, definitions, and data sets or subsets, or other information the City requires within sixty (60) calendar days of the City’s request. The Contractor shall provide data dictionaries in industry standard format, including crosswalk files. This data shall be maintained for no less than seven (7) years from termination of the Contract and shall be provided to the City in an agreed upon secure format, at the termination of the Contract.

12.8 Contractor shall provide technical assistance to the City as it relates to organizing, supplying, processing, or reporting the data.

12.9 Contractor shall conduct reconciliation on each data feed and work with the appropriate vendors, as applicable to keep the data accurate and consistent among all parties with no cost to the City.

12.10 Contractor shall provide the City, or its designee all required electronic file feeds as requested by the City. Contractor shall not charge programming fees associated with data file transfers in current data file compliant formats.

This data shall be made available through the City’s File Transfer Protocol

(FTP).

12.11 Contractor shall establish PGP Encryption connections with the City as part of the premiums and at no cost to the City.

12.12 Contractor shall revise any data feeds according to any new file specifications requested and at no charge to the City.

12.13 Contractor shall work with any of its internal systems, subcontractors’ systems, or with the City’s contracted vendors to identify opportunities to improve operational efficiencies and program efficacies, as applicable with no cost to the City.

12.14 Upon identification and determination of system problems, programming problems, or transfer problems, the Contractor shall notify the City of the issue immediately, but no later than 24 hours. The Contractor shall make every effort necessary to correct such problem as soon as possible including, but not limited to, working nights, weekends, and holidays, to minimize any negative impact to Participants and to maintain continual operations of the Vision Plan at no charge to the City.

12.15 Contractor shall use the City’s six-digit Employee Identification Numbers

(EINs) in a format and style developed by the City to enroll and identify all City Participants. Alternative identification numbers will not be accepted.

This service shall be included as part of the fees and at no cost to the City.

Please note that the City’s six-digit EIN starts with a zero.

12.16 Contractor shall provide and be able to receive eligibility files from any vendor contracted with the City who requires such files. These files shall be in a standard 834 format (or modified format) as agreed upon between the City and the Contractor to meet specific file layout requirements of the City at no cost to the City. Contractor shall not modify the 834-file format or data without prior City approval. Contractor shall notify the City one hundred twenty (120) days prior to any required change to the 834 file and requires City approval before any implementation.

12.17 Contractor shall notify the City via e-mail within one (1) business day, should they uncover any eligibility discrepancies within the file transfer (i.e., errors, duplicates, etc.).

12.18 Contractor shall agree to communicate through HIPAA-compliant electronic sites to exchange data between itself and any other required vendor as requested by the City and at no cost.

12.19 Contractor shall load and reconcile daily and monthly eligibility files or other files within one (1) business day of receipt.

12.20 Contractor shall make all data available to the City via the SFTP site established during implementation. In addition, all schemata and file definitions shall be made available to the City upon request.

12.21 Contractor shall adhere to Section 2, Agreement, Subsection 2.8, Special

Terms and Conditions, Paragraph 2.8.27, Data Protection.

13. FEES/BILLINGS

13.1 Contractor shall submit a monthly invoice to the City that includes date, descriptions, fee as referenced in Exhibit B, Fee Schedule of this Agreement. The Contractor shall submit invoice to the City no later than the 10th of every month for payment processing.

13.2 Contractor shall not charge additional fees or impose any limitations for Services unless specifically provided in Exhibit B, Fee Schedule and approved by the City.

13.3 Contractor shall accept the City’s eligibility reporting for all payments of fees.

13.4 Contractor shall allow for retroactive eligibility adjustments, as reported by the City, for a minimum of sixty (60) days. The City reserves the right to make retroactive adjustments to the eligibility reporting for all fees.

13.5 The City shall remit the amount due to the Contractor by way of Automated

Clearing House (ACH) or similar means, except as may be mutually agreed to in writing by the City and the Contractor. The City shall remit monthly fees in arrears to the Contractor sixty (60) calendar days from the first day of the month of coverage with no interest charge. The Contractor shall agree to the most preferred method of billing as determined during implementation of this Agreement and approved by the City. This is subject to a third-party review at the City’s discretion.

13.6 Discrepancies of fees resulting in variances of less than five (5%) will be accepted by the Contractor without dispute. Failure by the Contractor to provide written notice of a disputed discrepancy within the payment time frame reference above sixty (60) calendar days shall constitute the Contractor’s acceptance of the City’s calculations, records, and payments as accurate and complete. Contractor will not assess late fees, penalties, interest, or other charges on disputed amounts for up to sixty (60) calendar days while the dispute is being resolved.

13.7 Contractor shall submit, in writing, any change in remittance request at least thirty (30) business days in advance of the implementation of the requested change. Failure to provide timely and advance notice may likely result in delay of payment(s) to Contractor.

13.8 Contractor agrees the City may offset any future premiums, fees, or other remittances due to Contractor to collect any past amounts due to the City including without limitations: performance guarantee penalties assessed or reported by the Contractor or overpayments resulting from incorrect calculations, eligibility adjustments, or other errors or adjustments identified by the City through an internal audit, operational review, financial analysis, external audit or other means. If no premiums, fees, or other remittances are due to the Contractor, Contractor shall remit to the City, any amounts owed to the City within thirty (30) calendar days after identification and communication of such claim to the Contractor. The City reserves the right to specify the method of payment of such an amount.

14. CONTRACT TERMINATION/TRANSITION

14.1 Contractor shall provide all necessary files, data, communications, and support for seamless transition to a new vendor at the end of the Contract term at no cost to the City.