2010-06-07_(2).pdf - 19318.8K - BridgeportCT.gov
2010-06-07_(2).pdf - 19318.8K - BridgeportCT.gov
2010-06-07_(2).pdf - 19318.8K - BridgeportCT.gov
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CIGNA HealthCare<br />
Customer Performance GlJaranteeAgreement<br />
Bridgeport City BOE<br />
Effective Date July 1 <strong>2010</strong><br />
Account Number s involved in Performance Guarantee s 3213172<br />
IIr<br />
CIGNA<br />
42 I Claim Readiness Perfonnance Measurement<br />
Claim Readiness will be calculated by<br />
detennining whether all complete and<br />
accurate eligibility infonnation for each<br />
eligible participant under the Plan has been<br />
loaded on Connecticut General s claims<br />
processing system as ofthe Commitment<br />
Date set forth in the approved<br />
Implementation Calendar<br />
43 Can Readiness<br />
43 1 Call Readiness Perfonnance Measurement<br />
Call Readiness will be calculated by<br />
detennining whether the Plan spe ifications<br />
are loaded into the applicable inquiry system<br />
with the Service Center s ready to respond<br />
to customer inquiries as ofthe Commitment<br />
Date set forth in the approved<br />
Implementation Calendar<br />
4 Overall Satisfaction with Implementation<br />
Services<br />
4 I Overall Satisfaction with Implementation<br />
Services Measurement The Employer shall<br />
be satisfied with the Implementation process<br />
as reflected by a score of no less than 3 on<br />
Statement I of an Account Implementation<br />
Survey to be distributed to the Employer by<br />
Connecticut General Statement I recites<br />
that the overall implementation of the<br />
account or account changes met the<br />
Employer s needs<br />
that the Employer neither agrees nor<br />
A score of 3 will mean<br />
disagrees with this statement The Account<br />
Implementation Survey shall be provided to<br />
the Employer within thirty 30 calendar<br />
days ofthe Plan Effective Date the<br />
Employer shall ntum the<br />
completed<br />
Account Implemlmtation Survey results to<br />
Connecticut General within thirty of 30 days<br />
receipt The Account Implementation<br />
Survey shall be diistributed to<br />
appropriate<br />
members ofthe Employer s benefits staff<br />
and the above Score shall be the average of<br />
all ofthe staff members scores on Statement<br />
1<br />
5 Evaluation ofPerti rmance and Pavment<br />
Amounts<br />
5 1 Within four 4 months of completion of<br />
Implementation Connecticut General shall<br />
compile the necessary documentation and<br />
perfonn the necessary calculations to evaluate<br />
its fulfillment ofeal h perfonnance<br />
commitment set forth in this Agreement and<br />
make this infonnation available to the<br />
Employer<br />
OS 28 20 I 0<br />
20 I 0 Perfonnance Guarantee<br />
Page 12
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