Multi-Benefit Card and Rewards Administration Solution

The Vendor is required to provide multi-benefit card and rewards administration solution for include:
•    Provide a Fintech infrastructure with real-time adjudication with stacked card purses to support all transactions types, such as purchases for products and services, including Over-the-Counter (OTC) items, groceries, e-commerce, utilities, transportation, home safety equipment and approved retail items or services. 
•    These purses include:
o    Flexible card 
o    Member health rewards and incentives 
o    Other transactions as needed
•    Provide a seamless member experience with integrated checkout and single sign-on with plan-branded apps or portals. 
•    Members must be able to perform transactions, check current balances, transaction status, requests, and submissions. 
•    Member interactions must be possible in all threshold languages.
•    Provide a single-sign Omni-channel multi-modal communication platform which includes member portals, mobile applications, SMS, IVR, mail, email, printed materials, user-interface applications and platforms servicing members.
•    All communication must be available in all threshold languages. 
•    Provide high touch multilingual advisors, Omni channel outreach, and integrate sustained rewards for engaged members and ongoing adherence. 
•    The platform must provide the following:
o    Multi-channel engagement model to enhance member experience, maximize program adherence, and drive improvements 
o    Technology-enabled tracking mechanism for engagement and impact measurement 
o    Member assistance navigating multiple benefits, card activation, usage, and care gap closure,
•    Provide a single-sign on web or mobile application member portal API user interface where members can see products and services covered under the program and manage their cards, which includes activating cards, checking balances, viewing products and services covered under the e-program, accessing links for online OTC catalog orders, viewing earned rewards, completing screenings and surveys as applicable, and accessing educational content regarding their benefits.
•    Provide end-to-end fulfillment operations and customer experience services in-house or have dedicated outsourced vendors able to reconcile or provide service recovery in alignment with established key performance indicators and turnaround times, via program platform and live call center multi-modal solutions, in threshold languages.
•    Provide a detailed implementation schedule, conduct implementation meetings and ensure quality control and success in meeting implementation deadlines.
•    Provide a customer care model and materials to guide customer service protocols for live call, chat, email, SMS, and IVR communications, delivered either directly or via a third-party service provider overseen by contractor.
•    Provide a Fintech infrastructure with real-time adjudication with stacked card purses to support all transactions types, such as purchases for products and services, including OTC items, groceries, e-commerce, utilities, transportation, home safety equipment and approved retail items or services.
•    Provide a seamless member experience with integrated checkout and single sign-on with plan-branded apps or portals. 
•    Members must be able to perform transactions, check current balances, transaction status, requests, and submissions. 
•    Member interactions must be possible in all threshold languages.
•    Provide a single-sign Omni-channel multi-modal communication platform which includes member portals, mobile applications, SMS, IVR, mail, email, printed materials, user-interface applications and platforms servicing members.