The Vendor is required to provide TPA services to administer agency, including the processing of employee enrollments.
- Database system management, programming, and all varieties of fare and electronic media.
- Should also possess experience, flexibility, and creativity in dealing with large, complex systems.
- It will be the responsibility of the selected contractor to validate employee eligibility against code employee eligibility files when processing enrollments, to not allow ineligible employees to enroll, and to gather other demographics their system requires for employee enrollment.
- The account manager should be fully authorized to negotiate with the state and make final decisions on all administrative and programmatic matters in the day-to-day operation of agency.
- Provide office with read-only, real-time, online access to participants’ accounts to view their case history, including but not limited to enrollment status, actual biweekly pre- and post-tax payroll deductions.
- Provide industry standard security measures to ensure secure delivery of all fare media.
- Provide a procedure for handling lost or stolen vouchers, smart cards, or fare media that will require no or minimal involvement of office staff.
- The ability to occasionally access, review and/or listen to specific enrollment or election change recorded phone calls upon request.
- The telephone line will be operational and available to employees twelve (12) hours per day, five (5) days per week, Monday through Friday, at least 99.5% of the time, calculated on an annual basis.
- At least 99% of incoming calls will be greeted by the vendor’s call handling system within seven (7) seconds.
- At least 90% of incoming calls will be answered by a customer service representative within an average of thirty (30) seconds, reported monthly.
- Performance penalty for response rate over thirty (30) seconds should be applied on an annual basis.
- At least 85% of incoming calls will be resolved during the initial call without the need for follow-ups.
- The percentage of incoming calls in which the caller disconnects prior to the call being answered during regular business hours will not exceed 5%, calculated on an annual basis.
- The measurement will not include calls abandoned in less than twenty (20) seconds.
- The percentage of incoming calls in which a caller receives a busy signal will not exceed 0%.
- Call center reports must be provided or made available to office by the 15th of the following month.
- Estimate production of the following marketing materials produced for up to three (3) marketing campaigns during the term of the contract:
• 214,000 5x7 double-sided, color postcards to be distributed to each state employee via 240 agency payroll offices
• 4,100 11x17 color posters to distribute to 260 agency worksites, and small informational flyers for office to distribute at employee health fairs and union-sponsored functions
• 7,500 one (1)-page, double-sided, 8½ x 11, color, small informational flyers
- A monthly enrollment report must include employee id, department id, and bargaining unit code and be available in Microsoft excel.
- Provide ad hoc reports including, but not limited to, participation, elections, and geographic usage.
- Other ad hoc reports may be requested (i.e., effectiveness of marketing campaign, etc.).
- Designate a primary point of contact for all enrollment system and account management matters.
- Turnover plan
• Mandatory requirements
• Program design
• Employee enrollment
• Payroll interface
• Account management
• Benefit distribution
• Participant customer service
• Communications and marketing
• Reporting
• Website hosting and maintenance
• Compliance
• Turnover plan
• Performance standards and penalties.
- Contract Period/Term: 1 year
- Questions/Inquires Deadline: June 6, 2025