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E. CUSTOMER SERVICE <br />1. Contractor will exclusively provide comprehensive customer service to participants, including <br />toll-free telephone help line, dispute resolution process and education about the Discount <br />Pharmacy Card program. <br />2. The Contractor shall establish, adequately staff, maintain and publicize a bilingual <br />English/Spanish toll-free customer service call center that is accessible, at a minimum, from of <br />8:00 am to 5:00 p.m. PST., Monday through Friday. Please state customer service center hours <br />in your proposal. <br />3. The Contractor shall establish, maintain and publicize customer complaint and resolution <br />procedures to promptly track and address participants' complaints about any aspect of the <br />prescription drug discount program. <br />F. INFORMATION AND OUTREACH <br />1. The Contractor shall develop, implement and publicize bilingual Information and Outreach <br />Program materials describing the benefits of the program. Please provide as part of your <br />proposal an Information and Outreach Plan and sample materials. <br />2. The Contractor shall submit all promotional and educational materials in any media (i.e. print, <br />digital, electronic, video, audio) and receive advance written approval from the City prior to <br />distribution, dissemination, publication, broadcast and Internet posting of said material. <br />G. PROGRAM REPORTING AND MONITORING <br />1. The Contractor shall establish an internal performance monitoring program for verification of <br />discounts, customer service, pharmacy network, mail order or extended supply operations. <br />2. The Contractor shall agree to disclose any and all rebate revenue sources related to prescription <br />medications that are provided through this program. <br />H. PROGRAM CARDS <br />1. The Contractor shall design and produce, at its own expense, the discount pharmacy/program <br />cards, which shall be subject to prior written approval by the City before distribution. <br />2. The contractor shall distribute program cards to all eligible participants using various <br />approaches to assure maximum distribution. Said methodology/distribution plan shall be <br />subject to prior written approval by the City prior to implementation/distribution. <br />1. PROGRAM MANAGER <br />The contractor shall designate and maintain a dedicated Program Manager throughout the term of the <br />agreement. The Program Manager shall be responsible for the daily ongoing operations of the program <br />and will serve as the primary contact and liaison between the City and the contractor. <br />J. IMPLEMENTATION PLAN <br />1. The contractor shall prepare a comprehensive program design and implementation plan and <br />timetable describing all set-up details; pharmacy education, marketing and distribution <br />procedures; data collection processes; and operations and reporting details. The implementation <br />plan shall be sufficiently detailed to ensure that all operational steps are performed in a logically <br />sequenced and timely manner along with efficient use of resources. <br />19D-9