Specifications include, but are not limited to: A.2.1 ADMINISTRATIVE ACCOUNT SERVICES 1. All required account services shall be in place prior to January 1, 2022. 3. Set up and maintain individual accounts to include processing new accounts, terminations and account changes. Enroll members for direct deposit based upon NDPERS weekly data file submissions. (Currently, over 90% of participant reimbursements are made by direct deposit.) 4. Issue checks for members that do not elect direct deposit. In the case of two or more uncashed checks, the RHIC benefit is suspended until direct deposit is established. 5. The contractor shall meet with NDPERS staff to discuss and develop an implementation plan. 6. The contractor shall indicate what forms it proposes to use including an explanation for their use. 7. The contractor will be responsible for issuing a minimum of three cobranded & customized plan year notices – 1) participant plan year enrollment, 2) mid-year statement, and 3) end of year statement to participants with remaining RHIC balance. 8. The contractor will be responsible for mailing correspondence to participants for any recovery of overpayments on accounts. 9. RHIC year-end credit for accounts that have no activity. For example, accounts with RHIC contributions of less than $10.00 per month with no claims filed would be eligible for a fee credit at year-end. The fee credit provided to NDPERS would be one-half of the year-to-date fees paid. This arrangement provides reasonable compensation for the welcome letter and limited account maintenance. A.2.2 ADMINISTRATIVE SERVICES The contractor shall establish a website for the State’s RHIC program that employees can access to obtain account information, register for direct deposit, and submit premiums for RHIC claim reimbursement. The website shall include general information about seeking reimbursement under the RHIC program. Desired internet services provided by the contractor shall include: (a) ability to download reimbursement claim forms, (b) access to member account information, including claim payments, pending claims and account balances; and (c) ability to file reimbursement claim forms online. The contractor shall provide a toll-free number that members can call for general account information or to speak to a representative. Customer service representatives shall be available at a minimum Monday through Friday between the hours of 8:00 a.m. and 5:00 p.m. central time.
