Schedule G - Contractor Performance Evaluation Survey.doc
DOC document 171 KB Posted
- Attached to
- HMO Services for MPSERS
- Solicitation number
- RFP 171 230000003226 2
- Issued by
- Michigan
About this file
This document is a Contractor Performance Evaluation Survey for the Michigan Public School Employees' Retirement System (MPSERS) under RFP No. 230000003226. The survey is designed to assess contractor performance across multiple service dimensions through a standardized five-point rating scale, with responses ranging from Strongly Agree (5) to Strongly Disagree (1). To maintain compliance with the Service Level Agreement, contractors must achieve an overall composite score of 4.00 or higher. The evaluation encompasses six primary performance categories: Account Management, Member Communications, Data Reporting, Clinical Management (applicable to pharmacy vendors only), Member Services Management, and Administrative and Financial Support. Each section contains specific evaluation statements requiring numerical ratings, with detailed comments required for any rating of 3 or below to provide actionable feedback for performance improvement.
The survey structure reflects MPSERS' comprehensive approach to contractor accountability and quality assurance. Account Management evaluation focuses on senior account manager competencies including responsiveness, problem-solving, professional communication, and proactive service delivery. Member Communications assessment addresses the development and delivery of plan-related information to members through various channels. Data Reporting evaluation measures the accuracy, timeliness, and value of routine and ad hoc reporting. Clinical Management applies specifically to pharmacy vendors and evaluates formulary management and clinical recommendations. Member Services Management addresses the quality of customer service and issue resolution provided to plan members. Administrative and Financial Support assessment examines the contractor's operational excellence, process improvement, and financial management capabilities. The survey's weighted scoring system and categorical breakdown enable MPSERS to identify specific performance strengths and deficiencies to guide contractor improvement initiatives.
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Text version
schedule g – contractor performance evaluation survey
RFP NO. 230000003226
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, an overall score of 4.00 must be achieved.
Section I: Please rate your agreement with the following statements about your Senior Account Manager.
Statement Additional Comments:
Strongly Agree
Somewhat
Agree
Neutral
Somewhat
Disagree
Strongly Disagree
Not Applicable
My Account 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:
Additional Comments:
Section II: Please rate your agreement with the following statements about Member Communications.
| Statement |
| Strongly Agree |
Somewhat
Agree
Neutral
Somewhat
Disagree
Strongly Disagree
Not Applicable
Member Communications…
1. are developed in a manner that meet the ORS’ business needs
2. are well written, relevant, innovative, accurate and informative
3. are developed in a manner that is consultative, dynamic, flexible and adaptive to the needs of the ORS and its membership
4. are submitted to the ORS with sufficient review time to avoid mailing delays
5. target appropriate members so that individuals receive accurate plan information in a timely fashion
6. include presentations, which are accurately delivered in member seminars, retiree organization meetings, online, etc.
Total:
Overall rating (average):
Comments for ratings 3 or below:
Section III: Please rate your agreement with the following statements about Data Reporting.
| Statement |
| Strongly Agree |
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 IV: Please rate your agreement with the following statements about Clinical Management (applies to pharmacy vendor only).
| Statement |
| Strongly Agree |
Somewhat
Agree
Neutral
Somewhat
Disagree
Strongly Disagree
Not Applicable
I see evidence that...
1. follows through on issues until they are resolved
2. Routinely delivers recommendations to assist in meeting Plan Sponsor’s clinical, financial, plan design, quality of care goals, and board intent
3. presents information professionally, clearly and concisely
4. is knowledgeable about Plan Sponsor related operations
5. is knowledgeable about industry trends
6. returns my calls/emails promptly
7. can be reached when needed
8. collaborates well with third party consultants to provide well rounded, well researched clinical recommendations
9. proactively recommends clinical solutions
10. makes competent decisions and recommendations to effectively administer the custom formulary
11. anticipates the Plan Sponsor’s clinical and coverage needs regarding pipeline medications
12. consistently supports the custom Formulary needs and requests
13. is available and comfortable working directly with member medication issues
14. effectively manages the Plan’s medical/clinical aspects to maximize savings to the System
Total:
Overall rating (average):
Comments for ratings 3 or below:
Additional comment:
Section V: Please rate your agreement with the following statements about Member Services Management (Customer Service).
| Statement |
| Strongly Agree |
Somewhat
Agree
Neutral
Somewhat
Disagree
Strongly Disagree
Not Applicable
I see evidence that…
1. Plan Sponsor’s membership consistently receives excellent customer service
2. Plan Sponsor’s membership receives accurate, up-to-date information upon initial contact
3. the Contractor correctly routes member issues to the appropriate resources, if needed
4. member issues are escalated appropriately to ensure timely and accurate handling, including advisement of rights afforded under the Plan
5. the Member Services team works effectively with ORS in problem resolution
6. the designated Customer Service Specialist is courteous and willing to work with ORS in resolving issues
7. enrollment inquiries and issues are responded to and resolved with ORS in a timely fashion
8. benefit inquires and issues that are submitted by ORS on behalf of members are responded to and resolved accurately and in a timely fashion
Total:
Overall rating (average):
Comments for ratings 3 or below:
Additional comment:
Section VI: Please rate your agreement with the following statements about Administrative and Financial Support.
| Statement |
| Strongly Agree |
Somewhat
Agree
Neutral
Somewhat
Disagree
Strongly Disagree
Not Applicable
The Contractor...
1. focuses on improving member health and reducing total member cost in a manner that is consistent with plan design and board intent
2. effectively manages the Plan’s medical/clinical aspects to maximize savings and revenue to the System
3. presents strategic initiative proposals and strategies to improve quality, increase member satisfaction and/or lower Plan cost
4. improves internal processes to better meet performance standards
5. provides robust and responsive administrative support from all departments within its organization (Finance, IT, Communications, etc.)
6. takes appropriate actions to complete projects and other activities on schedule
7. addresses ORS’ financial inquiries timely and accurately (invoices, settlements, SLA penalties, etc.)
8. works in collaboration with ORS’ financial team to correct financial discrepancies with a sense of urgency
9. 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
| Section |
| Rating |
I. Account Management
II. Member Communications
III. Data Reporting
IV. Clinical Management (applies to pharmacy vendor only)
V. Member Services Management (Customer Service)
VI. Administrative and Financial Support
Total:
Overall rating (average):
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