RFP KAPT/KHEAA Records Administration and Call Center Services 2018 Questions & Answers

Transcription

1 RFP KAPT/KHEAA Recrds Administratin and Call Center Services 2018 Questins & Answers 1. What is the expected date the plan will be fully liquidated? June 30, Please prvide the fllwing data brken ut by the beneficiary age fr the Value Plan, the Standard Plan and the Premium Plan. a. Number f utstanding cntracts As f March 31, b. Number f cntracts still cntributing As f March31, 2018 less than 300 c. Number f cntracts taking distributins Fr FY 2018 YTD 1, Fr 2017 and YTD 2018, please prvide the mnthly breakdwn f transactins by type brken ut by nline, telephne and mail. CY 2017 Calls Received 2,972, Inbund Crrespndence 788, Number f lckbx payments psted t recrd system 1,779, Online lgin N/A CY 2018 as f March 31 Calls Received 974, Inbund Crrespndence 244, Number f lckbx payments psted t recrd system 381, Online lgin N/A 4. D yu currently have an autmated vice respnse system? (IVR/VRU) If s, please prvide infrmatin n services and vlumes. Yes and less than 15 calls a day received currently. 5. Please prvide infrmatin n mnthly call vlumes fr 2017 and YTD See answer t questin #3 6. Please prvide infrmatin n incming mail vlumes fr 2017 and YTD See answer t questin #3 7. Please prvide the number f mailed pieces in 2017 and YTD 2018 fr the fllwing, by mnth if available a. 1099Q Less than 900 fr CY 2017 and CY b. Checks N/A fr this recrd keeping RFP c. Crrespndence Less than 1,500 fr CY 2017 and CY 2018 Less than Can the deadline be extended? N 9. Is there a specific frmat fr the requirements? Can they be returned with respnses in a spreadsheet? Spreadsheets where apprpriate are acceptable. 10. D the respnses need t be cmprehensive r a simple Meet/Des nt Meet/Requires develpment frmat? Where apprpriate simples are acceptable as part f this RFP. 11. If the cntract is awarded n r befre July 1, 2018, when is the expected G Live date? Yet t be determined. 12. Will a SOC2 audit reprt be accepted as a respnse t the SSAE 18 reprt? SSAE 18 reprt is a state requirement. 13. Fr each f the three cntract types please prvide: a. Number f accunts 1

2 Value Plan 4.6%, Standard Plan 93.1% and Premium Plan 2.3% f ttal remaining 4,146 pen accunts as f June 30, 2017 b. Number f unique accunt hlders 4,146 pen accunts as f June 30, 2017 c. Number f unique beneficiaries Apprximately 4,100 d. Number f beneficiaries that have multiple cntract types Less than What is the average beneficiary age? Data nt available t Prgram Office at time f respnse t FRP questins 15. Fr each f the years until the prgram is expected t clse, hw many accunts are anticipated t reach their prjected cllege entrance year? Please prvide this infrmatin brken dwn by cntract type , , , , and (breakut by plan nt available t Prgram Office at time f respnse t FRP questins) 16. Hw is accunt data currently stred/maintained? What kind f data cnversin is anticipated and will KAPT prvide clean data fr cnversin r will it need t be scrubbed? Is there currently a data architecture r mapping that can be prvided t the selected vendr? Hw sn after a cntract is signed will the selected vendr be able t access the data? The answers t these questins will be cvered with wining cmpany at the apprpriate time. 17. Will cnversin f nly active accunts be required r will cnversin f clsed accunts be required as well? If cnversin f clsed accunts will be required, hw many clsed accunts are there and what infrmatin regarding thse accunts will need t be cnverted? The Prgram Office expects the cnversin f pen accunts. 18. The RFP states accunt hlders shuld have access t accunt infrmatin during ff-hurs thrugh the phne system. Des yur current phne system prvide such access? If s, what system is being used? And, please prvide infrmatin regarding the frequency that this service is used and the infrmatin that is prvided? If nt, wuld KAPT cnsider deferring ffering this functin until it is determined that there is a significant demand fr this service? If bidding cmpanies can prpses alternate nline system if unable t prvide sme type f autmated phne system fr accunt wners t access. 19. By mnth fr the mst recent 12-mnth perid available, please prvide the number f calls ffered, the number abandned, the average wait time, and the average call length time. CY 2017 Calls Receiver 2,972, Call Answered 2,499, Avg. Speed f Answer :41 secnds, Avg. call length 4: Hw many Full Time Equivalent (FTE) individuals currently staff the call center? Hw many FTE individuals in additin t the call center staff prvide recrd administrative services? Nt available t Prgram Office at time f respnse t FRP questins 21. By mnth fr the mst recent 12 mnth perid available, what was the vlume f incming dcuments and purchaser crrespndence that needed t be scanned and stred? Where and hw was it stred? See answer t questin #3 and all transactinal dcuments shuld scanned. Unknwn n strage lcatin. 22. What is the current prcessing time frame fr mail received? KAPT mail is prcessed within 2-3 business days. 23. By mnth fr the mst recent 12 mnth perid available, what was the vlume f utbund mail? Please prvide the Prgram s pstage cst fr that 12 mnth perid. Are there requirements regarding the class and rate fr utbund mailings (e.g. first class)? Is vernight mail ever used? If s, hw frequently and fr what purpses? 2

3 See answer t questin #3 and pstage cst/type unknwn by Prgram Office. N ver-night mail expectatin. 24. D sme accunt wners receive Prgram materials and cmmunicatins electrnically. If s, hw many? If nt, wuld KAPT agree t ffer that ptin t accunt wners? All accunt wners with an address n file receives the annual KAPT blast the in January. This let s accunt wners knw that annual statements will be mailed t them n later than 1/31. In 2018 the was successfully delivered t 2,041 addresses. 25. By mnth fr the mst recent 12 mnth perid available, what was the vlume f faxes received and faxes sent? Apprximately 50% f all incming dcuments are faxed. Less than 1% f KAPT utging dcuments are faxed. 26. The RFP states that higher educatin institutins must have access t eligibility infrmatin nline. Des this include every eligible institutin r a subset, such as thse in Kentucky? What recrds wuld schls need t access? Hw d schls currently access that infrmatin and what security is in place t prtect the privacy f any infrmatin that is shared with schls? That questin/item is intended t relate t an nline system fr all schls t securely lg-int fr prcessing/ cnfirming attendance. 27. Please prvide sample cpies f all reprts generated and received currently. By mnth fr the mst recent 12 mnth perid available, hw many times did KAPT request additinal queries and reprts? See Attachment A and the KAPT Prgram Office will frm time-t-time request queries as needed. 28. What are the timeframes fr determining payment delinquency? Hw many accunts are currently in delinquent status? Delinquency is the15 th day f mnth and less than 2% f pen KAPT accunts still making payments. 29. Des KAPT require the selected vendr t attend bard meetings in persn? Hw frequently des the bard meet? Attendance f Bard meetings is nt expected and the Bard meets quarterly. 30. Are there any anticipated marketing/usage materials ther than the Benefit Packet/Matriculatin Packet that the selected vendr wuld be required t prvide? If s, please describe. N ther marketing/usage materials t participants will be needed fr this RFP 31. Hw are nn-qualified withdrawal values calculated fr administrative penalties n usage? It is a frmulatin cmprised f different factrs based n year accunt was purchased, type f accunt, prjected cllege entrance year and utstanding fees. 32. What is the current percentage f KAPT Accunt Owners that are web registered? Less than 50% 33. Fr each type f payment plan, hw many cntracts are still making mnthly cntract payments? See answer t questin #2 34. Payff amunt f remaining cntract balance is determined by whm? Hw is this calculatin determined? Recrd keeper and a frmulatin cmprised f different factrs based n year accunt was purchased, type f accunt, prjected cllege entrance year and utstanding fees. 35. Is there a disclsure statement, a participatin agreement r a similar dcument setting frth the rules f the prgram that has been given t participants? If s, please prvide access t such dcuments. Master Agreement and see Attachment B 36. D yu have an internal peratins and/r training manual that sets frth the details f the Prgram? If s, please prvide access t such manuals. The winning vender will receive during the planning stage f cnversin prcess. 37. Are all the calculatins used in every aspect f the Prgram dcumented? If s, please prvide such dcumentatin. If nt, hw and when will the selected vendr be infrmed f the calculatins? 3

4 The winning vender will receive during the planning stage f cnversin prcess. 38. What IT slutin des KAPT currently use fr its business functins? Will the selected vendr have access t that system(s) after a cntract is signed and thrugh transitin? Prima and that is hused/wned by current recrd keeper. 39. Wh is KAPT s current vendr fr recrds administratin and call center services? InTuitin Inc. 40. The RFP states that KAPT expects t award a cntract n r befre July 1, When des KAPT anticipate a cut-ver frm the current system t the new system? Yet t be determined. 41. During the transitin will KAPT staff and/r the staff f the current vendr be fully available t the selected vendr? If nt, hw limited will access t that staff be? KAPT staff will be available and an exit schedule will be develped with exiting vender. 42. The RFP states that the cntract is subject t an annual perfrmance evaluatin f the successful firm. Will the evaluatin be cnducted by Kentucky state staff r independent auditrs? Will the cst f the evaluatin be brne by the selected vendr? KAPT staff will review. 43. What, if any, services r accunt infrmatin changes can an accunt wner currently perfrm nline? The specific functinality n an nline accunt varies depending n the accunt s status but in general here are the things an accunt wner can d nline. make a payment; calculate the current cntract payff amunt and print a remittance statement; change the PIN (persnal identificatin number) used fr authenticatin t the site; reset the accunt s PIN (by answering a previusly specified hint questin with the crrect respnse) in the event that the riginal PIN is frgtten; change the mailing address, address and phne number fr the Purchaser and/r Beneficiary; and submit authrizatin fr benefit payment t a private and/r ut-f-state schl There are many things a Purchaser can access nline that are mre infrmatinal vs. actinable. Purchaser/Beneficiary/Successr Purchaser demgraphics; accunt balance infrmatin; cntract, Purchaser and Beneficiary infrmatin; current financial status, including recent cntract payments; summary f benefits purchased, used, and available; schl invice status; histry f cntract benefit payments; status f mst recent benefits distributin; current Free Applicatin fr Federal Student Aid (FAFSA) reprting value f all cntracts fr the Purchaser; ineligibility reasns that wuld prevent prcessing f benefit payment; PDFs f cmmnly-requested Prgram frms; and links t imprtant Prgram dcumentatin, as needed 4

5 44. Des KAPT desire t allw additinal services r accunt infrmatin changes t be perfrmed by accunt wners nline? If s, please specify what thse services are. Unknwn at this time 45. Are all accunt infrmatin and dcuments currently assciated with the individual accunt recrds available electrnically r d sme remain in hard cpy nly? If sme remain in hard cpy, where are they stred, and hw will the selected vendr access them if needed? Electrnically 46. Wuld KAPT prefer t cntinue t use U.S. Bank fr its lckbx services? If s, wuld the selected vendr cntract with U.S. Bank fr thse services r wuld KAPT cntinue t d s? Will the selected vendr be able t cmmunicate directly with the U.S. Bank r a replacement lckbx prvider directly r nly thrugh KAPT? If a new lckbx prvider is selected, wuld the selected vendr r KAPT cntract with that prvider? The US Bank agreement with KAPT is a different cntract and is nt part f this RFP. 47. Will the selected vendr be respnsible fr determining whether the items fr which the accunt will be used are qualified higher educatin expenses? Fr example, if the invice cntains a fee that des nt appear t be a mandatry fee, what respnsibility, if any, wuld the selected vendr have? Nne- KAPT Prgram Office reviews all request frms and makes apprval prir t recrd keeper prcesses request. 48. The RFP states that the selected vendr will frward a payment rster t KAPT fr subsequent payment. Please cnfirm that this means the selected vendr will nt be required t make any payments. Crrect- n payments by venders t schls r accunt wners. 49. In sectin 2, under the heading Call Center, the RFP states that if KAPT chses nt t utilize call center services, KAPT has n bligatin t cmpensate the vendr. Please clarify KAPT s intentin regarding the call center. When will KAPT definitively decide whether t utilize call center services? That is yet t be determined, but the intent is t review the call center vlume annually t see if services can be handled in-huse as prgram numbers cntinue t g dwn. 50. In Sectin 2, under the heading Call Center respnsibility 1, the RFP references trained and skilled prepaid telephne peratrs. Please clarify what a prepaid telephne peratr is. Is it simply telephne peratrs wh are knwledgeable abut the KAPT? A.trained and skilled prepaid telephne peratrs. shuld be individual s wh are trained and knwledgeable in 529 prepaid prgrams and/r the KAPT prgram. 51. By mnth fr the mst recent 12-mnth perid available, hw many times has the call center been required t be pen ther than during nrmal business hurs? Zer 52. In Sectin 2, under the heading Call Center respnsibility 2, the RFP states that the phne system shuld allw callers t leave their names and addresses t request enrllment kits. It is ur understanding that the Prgram is clsed t new enrllments. If that is crrect, under what circumstances wuld smene need an enrllment kit? Wuld the selected vendr have any respnsibility fr prducing the enrllment kit and/r sending the enrllment kit? Must the IT slutin include the ability t cmplete enrllment nline? The prgram is clsed t new enrllments. Per the Kentucky State Status that gverns the prgram the KAPT Bard is t examine the pssible pening f a new prgram annually. If the Bard ever decided t pen (the last 13 years it has nt happened) it wuld be a NEW Prgram that wuld be a new cntract and g thrugh a new RFP prcess. 53. In Sectin 8.20, the RFP states that the cst prpsal must be arranged and labeled in the manner specified. Please advise as t where thse specificatins may be fund. Is there a cst prpsal bid frm? 5

6 The cst shuld be submitted separately frm Technical Prpsal and vender shuld prvide detailed cst breakdwn and include any pricing fr items utside the standard fee (i.e. if additinal wrk requested vender shuld list hurly cst t perfrm task). Venders can submit their cst bids as they see fit (There is n KAPT bid frm required) 54. Please explain what the Utilizatin Perid is. "Utilizatin perid" means the perid f time in which a KAPT prepaid prgram is t be used. This perid begins at the initial prjected cllege entrance year and cntinues fr the number f prepaid tuitin years purchased. During the utilizatin perid, the value f the prepaid tuitin cntract shall increase cnsistent with tuitin rates fr the applicable academic year. At the cnclusin f this perid, the cntract value shall increase at a fixed rate f 3% per annum fr a perid nt t exceed tw additinal years 55. In the matriculatin prcess, what infrmatin must be prvided t the Prgram Office and all participating institutins fr the purpse f verifying the eligibility f beneficiaries wh intend t matriculate r wh have matriculated? What are the participating institutins? Must the participating institutins ask fr the infrmatin fr specific beneficiaries r is infrmatin n all beneficiaries sent t all participating institutins? The KAPT Prgram Office is currently prvided an annual list f beneficiaries that have reached their Prjected Cllege Entrance Year. KAPT prgram recrd keeper has a list f all previus participating institutins n file that have had a KAPT student attend at sme pint ver the past 16+ years. Once, KAPT wner submits Intent t Enrll frm t KAPT Recrd Keeper- they reach ut t schl and prvides instructins t the website. 56. In the matriculatin prcess, the Respndent needs t calculate the sum f mney t be paid. Currently, is the calculatin dne by yur IT sftware r is it a manual calculatin? This task is currently perfrmed by InTuitin IT sftware. 57. Item 5 under the matriculatin prcess states: Respndent must als track the value grwth f initial beneficiary year (and be able t track/calculate payuts fr accunts that have maxed ut full payut rate) and be able t calculate grwth increase percentages fr canceled r clsed plans. The Respndent shall individually stre this infrmatin and prvide upn request f KAPT purchasers. Please further explain what this means. Specifically, what is the value grwth f initial beneficiary year? If an accunt has maxed ut why wuld there be any further payuts? Please define grwth increase percentages and explain why a canceled r clsed accunt purchaser wuld need r want the grwth increase percentages. That prvisin is fr tracking and relates t yearly tuitin increases (nt investment value grwth ) which will be prvide annually by Prgram Office staff. The winning vender will be prvided exact details. 58. Des KAPT accept credit cards fr payment? If s, what merchant accunt d yu currently use? N credit card payments accepted fr the KAPT prgram. 59. Hw are payrll deductins currently made? Is KAPT agreeable t using a direct depsit methd? Currently we have less than 5% f KAPT accunts still in payment using payrll deductin. We have apprximately 30% ACH fr payment t ur US Bank lckbx. 60. Des KAPT currently allw ne-time Electrnic Fund Transfers? N, KAPT des nt allw ne-time EFT s at this time. 61. Wuld KAPT cnsider cntract extensins that wuld last until the prgram clse date? That is smething the KAPT Bard wuld cnsidered under certain circumstances. 62. Please prvide a sample f the annual reprt that is sent t each purchaser. See Attachment C 6