Schedule I Account Management Satisfaction Survey.doc

STATE OF MICHIGAN

RFP No. 200000001290

SCHEDULE I

ACCOUNT MANAGEMENT SATISFACTION SURVEY

Michigan Public School Employees Retirement System

Contractor Performance Evaluation for (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.

Somewhat

Agree

Neutral

Somewhat

Disagree

Strongly Disagree

Not Applicable

My Account Manager….

· is making a positive contribution to my business

· is a good listener

· is professional and pleasant to work with

· is reliable

· is good at establishing rapport with others

· returns my calls/emails promptly

· can be reached when needed

· addresses urgent issues in a timely manner

· makes my needs a priority

· is knowledgeable about industry trends

· is knowledgeable about MPSERS-related operations

· is a good problem solver

· tries to anticipate my needs

· proactively recommends solutions

· follows through on issues until they are resolved

· makes competent decisions to effectively administer the contract

· is supported by the Contractor organization to effectively administer the contract

· leverages the Contractor’s resources to effectively administer the contract

· presents information professionally, clearly and concisely

· writes professionally, clearly and concisely

· clearly communicates meeting objectives in advance of meetings

· provides meaningful status updates and follows up on assignments until they are complete

· treats me like a long-term valued partner

Total:

Overall rating (average):

Comments for ratings 3 or below:

Section II: Please rate your agreement with the following statements about Member Communications.

Somewhat

Agree

Neutral

Somewhat

Disagree

Strongly Disagree

Not Applicable

Member Communications are…

· developed in a manner that meet the ORS’ business needs

· well written, relevant, innovative, accurate and informative

· developed in a manner that is consultative, dynamic, flexible and adaptive to the needs of the ORS and its membership

· submitted to the ORS with sufficient review time to avoid mailing delays

Total:

Overall rating (average):

Comments for ratings 3 or below:

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

Somewhat

Agree

Neutral

Somewhat

Disagree

Strongly Disagree

Not Applicable

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

· Report management promotes collaboration with the ORS’s business partners

· Report management is consultative, transparent, and solution-driven

· Reports are delivered on time based on Contract language and business needs

Total:

Overall rating (average):

Comments for ratings 3 or below:

Section IV: Please rate your agreement with the following statements about Member Services Management (Customer Service)

Somewhat

Agree

Neutral

Somewhat

Disagree

Strongly Disagree

Not Applicable

I see evidence that...

· MPSERS membership consistently receives excellent customer services

· member issues are escalated appropriately to ensure timely and accurate handling, including advisement of rights afforded under the Plan

· MPSERS messaging and directives are accurately delivered in member seminars, retiree organization meetings, etc.

· the Member Services team works effectively with ORS in problem resolution

X

· the onsite Group Representative is courteous and willing to work with ORS in resolving issues

X

· the Contractor correctly routes member issues to the appropriate resources

Total:

Overall rating (average):

Comments for ratings 3 or below:

Section V: Please rate your agreement with the following statements about Product Management and Administrative Support

Somewhat

Agree

Neutral

Somewhat

Disagree

Strongly Disagree

Not Applicable

The Contractor...

· focuses on improving member health and reducing total member cost in a manner that is consistent with plan design and board intent

· effectively manages the Plan’s medical/clinical aspects to maximize savings to the System

X

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

· exhibits a sense of urgency to correct financial discrepancies

· improves internal processes to better meet performance standards

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

· presents Strategic initiative proposals and strategies to improve quality, increase member satisfaction and/or lower Plan cost

· takes appropriate actions to complete projects and other activities on schedule

Total:

Overall rating (average):

Comments for ratings 3 or below:

Overall Score

I. Account Management

II. Member Communications

III. Data Reporting

IV. Member Services Management

V. Product Management and Administrative Support

Total:

Overall rating (average):