the format ready for $1000 per day posting to State for each day the intranet is returned plan to the State no later document is not than 45 days before received for the the start of the plan fourth calendar year within 30 day and beyond. 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: 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 the State representative must report: Quarterly account. have knowledge of the State of Maryland and be able to address the member's issue/question. Time over standard is measured: Quarter Telephone Call Abandonment Rate of Self Reported $500 per Abandonment 53% or less percentage Frequency of Rate over 53% per reports: 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. $1000 per day for each day the 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 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 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 53% or less Self Reported Frequency of reports: Quarterly $500 per percentage over 53% per reporting period.
REVISED-State-of-MD-Group-Life-and-ADD-Technical-Prop-Appendix-2.1.docx