the format ready for for each day the posting to State draft plan intranet is returned document is not to the State no later received for the than 45 days before fourth calendar the start of the plan day and beyond. year within 30 calendar days of the carrier’s receipt of the State’s edits. Client Account management Annual survey 1% of premiums Satisfaction team survey results must achieve a score of “satisfied” 1 Subject to audit by State and/or contract auditors. ACCIDENTAL DEATH & DISMEMBERMENT (AD&D) Willing to Performance Reporting Liquidated Comply PG Standard/Goal Indicator Measurement1 Damages Telephone Call 98% of telephone Quarterly Plan 0.10% of Availability: calls are answered Performance premiums for by a live service Measurement each percentage Measurements representative (with Report Card point, or must be knowledge of State (Report Card to fraction thereof, or for of Maryland be submitted by below. only the service account) within 30 the Offeror). center handling seconds. The Frequency of representative must the State report: Quarterly have knowledge of account. the State of Maryland and be able to address the member's issue/question. Time over which standard is measured: Quarter Telephone Call Abandonment Rate Self Reported $500 per Abandonment of 5% or less percentage Frequency of Rate point over 5% reports: per reporting Quarterly period.
the format ready for posting to State intranet is returned to the State no later than 45 days before the start of the plan year within 30 calendar days of the carrier’s receipt of the State’s edits. for each day the draft plan document is not received for the fourth calendar day and beyond. Client Satisfaction Account management team survey results must achieve a score of “satisfied” Annual survey 1% of premiums 1 Subject to audit by State and/or contract auditors. ACCIDENTAL DEATH & DISMEMBERMENT (AD&D) Willing to Comply PG Performance Indicator Standard/Goal Reporting Measurement1 Liquidated Damages Telephone Call Availability: Measurements must be or for only the service center handling the State account. 98% of telephone calls are answered by a live service representative (with knowledge of State of Maryland account) within 30 seconds. The representative must have knowledge of the State of Maryland and be able to address the member's issue/question. Time over which standard is measured: Quarter Quarterly Plan Performance Measurement Report Card (Report Card to be submitted by the Offeror). Frequency of report: Quarterly 0.10% of premiums for each percentage point, or fraction thereof, below. Telephone Call Abandonment Rate Abandonment Rate of 5% or less Self Reported Frequency of reports: Quarterly $500 per percentage point over 5% per reporting period.
F10B8400043-Appendix2.1.docx