Third Party Administration Services

The vendor is required to provide third party administration (TPA) services to administer the flex spending account (FSA) in compliance with code including the processing of employee enrollment and plan year election changes.
- TPA services are expected to begin with open enrollment for the 2027 plan year.
- TPA services of code cafeteria plan benefit programs to large (minimum of 100,000 eligible employees), multi-site employers and be capable of serving a geographically diverse employee population.
- The bidder must guarantee its ability to record, retrieve, and archive telephone calls.
- Account management
•    Assign an account manager to oversee all matters arising in the administration and management of the FSA program. 
•    The account manager should be fully authorized to deal with the state; to negotiate with the state on all matters arising in administration of the program; and to make final decisions on all day-to-day matters, programmatic or administrative, arising from the operation of the FSA program.
•    It will be the account manager’s responsibility to ensure that all correspondence, reports, communications, etc. are directed to the respective office program managers.
•    Provide office with quarterly or periodic review of legislative and service updates and other information pertaining to cafeteria plans.
•    Enter, track, and manage account information in an online account management system to ensure each participant’s contributions don’t exceed their annual election amount, including posting and displaying in the selected contractor’s system, and viewable by office and participants, each biweekly deduction.
•    Assign a staff person who is responsible for receiving and resolving escalated customer service calls from FSA participants and who reports them to the account manager.
- Customer service
•    Provide accurate, efficient, courteous, and excellent customer service to all participants and prospective participants. 
•    Customer service representatives should have access to participant’s account to verify enrollment information including annual and per payroll deduction amounts, plan effective dates, claims information, amounts and dates of reimbursements processed, and account balances
•    The selected contractor should also provide participants with online access to their account information through the selected contractor’s secure account system.
•    The toll-free customer service hotline is adequately staffed to ensure callers reach a customer service representative at least twelve hours per day covering the core hours of 8 a.m. through 5 p.m. et Monday through Friday, excluding legal holidays observed by the state and ensure that:
o    At least 99% of incoming calls will be greeted by the vendor’s call handling system within seven seconds.
o    At least 90% of incoming calls will be answered by a customer service representative within an average of thirty seconds.
o    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.
- Ensure that Spanish-speaking employees have access to Spanish-speaking customer service representatives.
- Plan document
•    Provide a comprehensive review of the annual open enrollment communications materials for compliance with the plan document, service regulations, and federal tax laws, and provide office with compliance or regulatory guidance on any complex matters that arise in the day-to-day administration of the FSA.

- Contract Period/Term: 5 years
- Questions/Inquires Deadline: August 26, 2025