Performance Standards - Program 3 Service Measure Service Level for % of Performance Category Full Payment Bonus if Service Levels are met or exceeded Customer Average speed to answer 30 seconds 3% Service Percent of calls answered 97% 3% First call resolution 65% 3% Enrollment Accuracy of group file 90% with 0 errors 3% Timeliness and submissions reviewing Accuracy premium contribution, premium rates, group demographic information, plan effective date, and group benefits Accuracy of enrollment 90% with 0 errors 3% files Eligibility Timeliness of special Within business 2 3% Change enrollments and change of days of notification Timeliness and circumstance processing of change event by Accuracy employer Accuracy of enrollment 95% with 0 errors 3% change file Billing Timeliness of bill 95% delivered by due 2% Accuracy and presentment / delivery date Timeliness Accuracy of billing 97% with 0 errors 2%
Performance Standards - Program 3 Service Category Measure Service Level for Full Payment % of Performance Bonus if Service Levels are met or exceeded Customer Service Average speed to answer 30 seconds 3% Percent of calls answered 97% 3% First call resolution 65% 3% Enrollment Timeliness and Accuracy Accuracy of group file submissions reviewing premium contribution, premium rates, group demographic information, plan effective date, and group benefits 90% with 0 errors 3% Accuracy of enrollment files 90% with 0 errors 3% Eligibility Change Timeliness and Accuracy Timeliness of special enrollments and change of circumstance processing Within business 2 days of notification of change event by employer 3% Accuracy of enrollment change file 95% with 0 errors 3% Billing Accuracy and Timeliness Timeliness of bill presentment / delivery 95% delivered by due date 2% Accuracy of billing 97% with 0 errors 2%