Vendor Scorecard

EBS Vendor Scorecard Benefit Vendor Partner: ______________________ Period in Review: _____________________________

PARTICIPANT EXPERIENCE & SERVICES RATING ST ND RD TH 1 2 3 4 YTD Customer Service: Responsive to inquiries; understands plan provisions and rules; friendly Participation Satisfaction: Feedback from benefits/staff; frequency of times benefit team is required to resolve employee issues Average for Participant Experience & Services 0 0 0 0 0 PLAN ADMINISTRATION: BENEFITS TEAM Account Management: Proactively manages our account & relationship; follows up on issues; resolves issues efficiently and effectively; actively listens; works collaboratively with team; participates in quarterly meetings; provides information on trends and new applicable legislation Plan & Vendor Knowledge: Understands provisions of Client plans & nuances; understands capabilities of vendor so Client can fully utilize all vendor services as applicable to benefits team and employee needs; keeps up to date on trends and new applicable legislation Education Services: Proactively addresses needs and works with team to meet those needs; sends materials in a timely manner Accessibility & Customer Service: Responds within 24 business hours to requests; sense of urgency when responding to inquiries; flexible in scheduling meetings; provides backup contact information when out of the office for extended periods of time; takes ownership; delivers and follows through with deadlines Enrollment Services: Provides training and assistance with online enrollment when necessary. Sets up new employer accounts quickly; provides accurate and prompt data entry support when requested Billing: Provides accurate and timely invoices; account manager is able to resolve billing issues through appropriate channels Reporting: Provides timely and accurate plan data; explains report results and how data was obtained’ provides electronic eligibility results as determined by our needs Average for Plan Administration 0 0 0 0 0 Overall Rating 0 0 0 0 0

VENDOR STRENGTHS Participant Services: ________________________________________ ______________________________________________________________ ______________________________________________________________ Plan Administration Services : ______________________________ ______________________________________________________________ ______________________________________________________________ ISSUES / AREAS OF IMPROVEMENT Participant Services: ________________________________________ ______________________________________________________________ ______________________________________________________________ Plan Administration Services: _______________________________ ______________________________________________________________ ______________________________________________________________ EBS Vendor Scorecard