Committee seeks clearer RFP questions on dedicated account reps and call-center staffing

Committee members recommended tightening questions in Attachment B of the disability RFP to produce clearer, actionable responses about account servicing and customer support.

Amy Utsig explained the intent: attachment questions aim to find whether a vendor will provide dedicated account representatives and faster service than a generic 1-800 line. "I think that's more of where those questions are coming from is who is the disability carrier going to have as our dedicated reps where if we have a question about an enrollment or whatever, we can call Susie Jones right away, and she is dedicated to our account, not a call the 1800 customer number and wait online for 40 minutes to try to get an answer," Utsig said. Members suggested rewording or combining questions 2 and 3 and moving some claim-administration questions later in the document to avoid duplication.

The committee noted that carriers often confirm a central point of contact in the general requirements but do not name a person before contract award. Members discussed whether to accept a confirmation at the general-requirements level and request more detail in Attachment B, or to ask vendors to describe how they will staff dedicated local resources and report metrics such as average speed-to-answer and abandonment rate. Staff agreed to revise the attachment language and consider moving some items to the claims-administration section for clarity.