Agency MnSure

Contractor Faneuil

SWIFT Contract Number 130128

Project Name provide Call Center Business Operations Service

Project Number (if applicable) {Empty}

Summarize purpose of the contract, including why it was necessary: The State was in need of Call Center services to support the Minnesota health insurance exchange renewal and enrollment periods.

Project Duration

Start Date Thu, 08/17/2017 - 00:00

Original end date Sun, 06/30/2019 - 00:00

Actual end date Tue, 02/28/2017 - 00:00

Did project finish on time? Yes

Total billable hours utilized (if applicable) {Empty}

Contract Amounts

Original contract: $5260000

Amendments $4059500

Contract total $12005000

Did project finish within budget? Yes

What was the funding source? state funds

Is this a sole source contract? No

If this was a single source contract, explain why the agency determined there was only a single source for the services (if applicable) {Empty}

Evaluator Name Jolene Wright

Evaluator Email Address jolene.l.wright@state.mn.us

Evaluate the contractor's timeliness Vendor struggled both at ramp up and at ramp down to maintain buyers specified staffing and contracted occupancy levels.

Evaluate the contractor's quality Vendor met QA levels of 90% for all but a few months.

Evaluate the contractor's cost Vendor's cost was aligned with their RFP submission.

Evaluate the contractor's overall performance Overall performance was adequate. Vendor was able to provide contracted ASA levels for of 22 of 32 months, and met or exceeded SLA for 12 of 22 months.

Would you engage the contractor's services again? Yes

Describe any negative action taken during the duration of this contract (i.e., termination, pursuit of suspension, etc.): Would engage again with more specific requirements and measurements.

Please rate the overall experience with the contractor 4 - satisfied