RFP 250000002730 Schedule G Contractor Performance Evaluation Survey - ORS.docx

RFP No. 250000002730 Schedule G – Contractor Performance Evaluation Survey - ORS

Michigan Public School Employees’ Retirement System Contractor Performance Evaluation for (insert year)

The following survey gauges your Account Management satisfaction level. For each section, rate your satisfaction level using the 5 point scale provided, Strongly Agree (5) to Strongly Disagree (1). Provide comments at the end of each section for any statement you rate “3” or below. To comply with the Service Level Agreement, individual categories must meet a score of 4.00 or above, and an overall score of 3.50 must be achieved.

Section I: Please rate your agreement with the following statements about your Senior Consultant.

Statement Additional Comments:

Strongly Agree Somewhat Agree

Neutral Somewhat Disagree Strongly Disagree Not Applicable

The Senior Consultant….

1. is making a positive contribution to my business

2. is a good listener

3. is professional and pleasant to work with

4. is reliable

5. is good at establishing rapport with others

6. returns my calls/emails promptly

7. addresses urgent issues in a timely manner and makes my needs a priority

8. is knowledgeable about industry trends

9. is knowledgeable about Plan Sponsor related operations

10. is a good problem solver

11. tries to anticipate my needs and proactively recommends solutions

12. provides meaningful status updates and follows through on issues/assignments until they are resolved/completed

13. makes competent decisions to effectively administer the contract

14. leverages the Contractor’s resources to effectively administer the contract

15. presents information, both written and spoken, in a professional, clear and concise manner

16. clearly communicates meeting objectives in advance of meetings

17. treats me like a long-term valued partner

Total:

Overall rating (average):

Comments for ratings 3 or below:

Additional Comments:

Section II: Please rate your agreement with the following statements about your Lead Pharmacy Consultant:

Statement Additional Comments:

Strongly Agree Somewhat Agree

Neutral Somewhat Disagree Strongly Disagree Not Applicable

My Lead Pharmacy Consultant….

1. is making a positive contribution to my business

2. is a good listener

3. is professional and pleasant to work with

4. is reliable

5. is good at establishing rapport with others

6. returns my calls/emails promptly

7. addresses urgent issues in a timely manner and makes my needs a priority

8. is knowledgeable about industry trends

9. is knowledgeable about Plan Sponsor related operations

10. is a good problem solver

11. tries to anticipate my needs and proactively recommends solutions

12. provides meaningful status updates and follows through on issues/assignments until they are resolved/completed

13. makes competent decisions to effectively administer the contract

14. leverages the Contractor’s resources to effectively administer the contract

15. presents information, both written and spoken, in a professional, clear and concise manner

16. clearly communicates meeting objectives in advance of meetings

17. treats me like a long-term valued partner

Total:

Overall rating (average):

Comments for ratings 3 or below:

Section III: Please rate your agreement with the following statements about your Project Manager.

Statement Additional Comments:

Strongly Agree Somewhat Agree

Neutral Somewhat Disagree Strongly Disagree Not Applicable

The Project Manager….

1. is making a positive contribution to my business

2. is a good listener

3. is professional and pleasant to work with

4. is reliable

5. is good at establishing rapport with others

6. returns my calls/emails promptly

7. addresses urgent issues in a timely manner and makes my needs a priority

8. is knowledgeable about industry trends

9. is knowledgeable about Plan Sponsor related operations

10. is a good problem solver

11. tries to anticipate my needs and proactively recommends solutions

12. provides meaningful status updates and follows through on issues/assignments until they are resolved/completed

13. makes competent decisions to effectively administer the contract

14. leverages the Contractor’s resources to effectively administer the contract

15. presents information, both written and spoken, in a professional, clear and concise manner

16. clearly communicates meeting objectives in advance of meetings

17. treats me like a long-term valued partner

Total:

Overall rating (average):

Comments for ratings 3 or below:

Section IV: Please rate your agreement with the following statements about your Actuary.

Statement Additional Comments:

Strongly Agree Somewhat Agree

Neutral Somewhat Disagree Strongly Disagree Not Applicable

The Actuary….

1. is making a positive contribution to my business

2. is a good listener

3. is professional and pleasant to work with

4. is reliable

5. is good at establishing rapport with others

6. returns my calls/emails promptly

7. addresses urgent issues in a timely manner and makes my needs a priority

8. is knowledgeable about industry trends

9. is knowledgeable about Plan Sponsor related operations

10. is a good problem solver

11. tries to anticipate my needs and proactively recommends solutions

12. provides meaningful status updates and follows through on issues/assignments until they are resolved/completed

13. makes competent decisions to effectively administer the contract

14. leverages the Contractor’s resources to effectively administer the contract

15. presents information, both written and spoken, in a professional, clear and concise manner

16. clearly communicates meeting objectives in advance of meetings

17. treats me like a long-term valued partner

Total:

Overall rating (average):

Comments for ratings 3 or below:

Section V: Please rate your agreement with the following statements about Data Reporting.

Somewhat Agree

Neutral Somewhat Disagree Strongly Disagree Not Applicable

1. Routine and ad hoc reports add value and meet the ORS’ business needs

2. Report management promotes collaboration with the ORS’ business partners

3. Report management is consultative, transparent, and solution-driven

4. Reports are delivered on time based on Contract language and business needs

5. Reports are accurate and error free

Total:

Overall rating (average):

Comments for ratings 3 or below:

Section VI: Please rate your agreement with the following statements about Administrative and Financial Support.

Somewhat Agree

Neutral Somewhat Disagree Strongly Disagree Not Applicable

The Contractor...

1. focuses on improving member health and managing total plan and member cost in a manner that is consistent with plan design and board intent

2. presents strategic initiative proposals and strategies to improve quality, increase member satisfaction and/or better manage Plan cost

3. improves internal processes to better meet performance standards

4. provides robust and responsive administrative support from all departments within its organization (Finance, IT, Communications, etc.)

5. takes appropriate actions to complete projects and other activities on schedule

6. addresses ORS’ financial inquiries timely and accurately (invoices, settlements, SLA penalties, etc.)

7. works in collaboration with ORS’ financial team to correct financial discrepancies with a sense of urgency

8. proactively provides supporting documentation and notification for financial transactions prior to the transaction occurring

Total:

Overall rating (average):

Comments for ratings 3 or below:

Overall Score

I. Senior Consultant

II. Lead Pharmacy Consultant

III. Project Manager

IV. Actuary

V. Data Reporting

VI. Administrative and Financial Support

Total:

Overall rating (average):