Telephone Call Answer Time The amount of time once a person is first connected to a phone system to the time the call is answered by a live person. Standard Threshold Total Annual Liquidated Damages 100% Answered live 100.00% None within average of 30 95.00% - 99.99% 2.0% of TPA Fees seconds or less 95.00% 3.0% of TPA Fees Telephone Drop Rate A call rate” is defined as an individual hanging up once in the que. “drop Standard Threshold Annual Liquidated Damages Less than 5% Less than 5% None 5.00% - 8.00% 2.0% of TPA Fees Above 8.00% 3.0% of TPA Fees Data Transfer Standard Total Annual Liquidated Damages All error transactions from the data Total of 2% of annual TPA Fees to be transfer sent to the Board’s vendors assessed at the end of each 12-month will be corrected and returned to the period Board’s vendors via data transfer within two (2) business days of receipt of the error report. Standard Reports TPA is to produce and provide the Board with reports. The final reporting format and elements are to be agreed upon between the Board and the TPA following contract award. All reports are due by the last day of the month following the close of the reporting period. Compliance with this standard will be evaluated by the Board at the end of each contract year. Liquidated damages will be assessed for failure to meet the reporting requirements for the performance standard if a required report is late, incomplete, or inaccurate. All information supplied by the TPA is subject to audit by the Board or its designee. The Board, at its discretion, may also conduct an independent audit of the TPA’s performance and if such audit is conducted, the results of the audit will be used to assess any liquidated damages. The TPA will be provided the opportunity to review and discuss the audit results before the application of liquidated damages.
Telephone Call Answer Time The amount of time once a person is first connected to a phone system to the time the call is answered by a live person. Standard 100% Answered live within average of 30 seconds or less Threshold 100.00% 95.00% - 99.99% 95.00% Total Annual Liquidated Damages None 2.0% of TPA Fees 3.0% of TPA Fees Telephone Drop Rate A call “drop rate” is defined as an individual hanging up once in the que. Standard Less than 5% Threshold Less than 5% 5.00% - 8.00% Above 8.00% Annual Liquidated Damages None 2.0% of TPA Fees 3.0% of TPA Fees Data Transfer Standard All error transactions from the data transfer sent to the Board’s vendors will be corrected and returned to the Board’s vendors via data transfer within two (2) business days of receipt of the error report. Total Annual Liquidated Damages Total of 2% of annual TPA Fees to be assessed at the end of each 12-month period Standard Reports TPA is to produce and provide the Board with reports. The final reporting format and elements are to be agreed upon between the Board and the TPA following contract award. All reports are due by the last day of the month following the close of the reporting period. Compliance with this standard will be evaluated by the Board at the end of each contract year. Liquidated damages will be assessed for failure to meet the reporting requirements for the performance standard if a required report is late, incomplete, or inaccurate. All information supplied by the TPA is subject to audit by the Board or its designee. The Board, at its discretion, may also conduct an independent audit of the TPA’s performance and if such audit is conducted, the results of the audit will be used to assess any liquidated damages. The TPA will be provided the opportunity to review and discuss the audit results before the application of liquidated damages.
third-party-administrator-rfp-final.docx