Health Net 2010 Annual Report Download - page 173
Download and view the complete annual report
Please find page 173 of the 2010 Health Net annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.-
1 -
2
-
3
-
4
-
5
-
6
-
7
-
8
-
9
-
10
-
11
-
12
-
13
-
14
-
15
-
16
-
17
-
18
-
19
-
20
-
21
-
22
-
23
-
24
-
25
-
26
-
27
-
28
-
29
-
30
-
31
-
32
-
33
-
34
-
35
-
36
-
37
-
38
-
39
-
40
-
41
-
42
-
43
-
44
-
45
-
46
-
47
-
48
-
49
-
50
-
51
-
52
-
53
-
54
-
55
-
56
-
57
-
58
-
59
-
60
-
61
-
62
-
63
-
64
-
65
-
66
-
67
-
68
-
69
-
70
-
71
-
72
-
73
-
74
-
75
-
76
-
77
-
78
-
79
-
80
-
81
-
82
-
83
-
84
-
85
-
86
-
87
-
88
-
89
-
90
-
91
-
92
-
93
-
94
-
95
-
96
-
97
-
98
-
99
-
100
-
101
-
102
-
103
-
104
-
105
-
106
-
107
-
108
-
109
-
110
-
111
-
112
-
113
-
114
-
115
-
116
-
117
-
118
-
119
-
120
-
121
-
122
-
123
-
124
-
125
-
126
-
127
-
128
-
129
-
130
-
131
-
132
-
133
-
134
-
135
-
136
-
137
-
138
-
139
-
140
-
141
-
142
-
143
-
144
-
145
-
146
-
147
-
148
-
149
-
150
-
151
-
152
-
153
-
154
-
155
-
156
-
157
-
158
-
159
-
160
-
161
-
162
-
163 -
164 -
165 -
166 -
167 -
168 -
169 -
170 -
171 -
172 -
173 -
174 -
175 -
176 -
177 -
178 -
179 -
180 -
181 -
182 -
183 -
184
-
185
-
186
-
187
-
188
-
189
-
190
-
191
-
192
-
193
-
194
-
195
-
196
-
197
 |
 |
Final Execution Version
5.3 Designation of Critical Service Levels and Weighting Factors
(a) Critical Service Levels.
(i) As of the Effective Date, the Critical Service Levels are designated by the letter “Y” appearing in the corresponding
“Critical Service Level” column in Exhibit B-1.
(ii) ***.
(b) Wei
g
htin
g
Factors. ***:
(i) ***; and
(ii) the sum of the Weighting Factors for all Critical Service Levels shall not exceed the Pool Percentage Available for
Allocation.
5.4 Continuous Improvemen
t
(a) In addition to any improvements in Service Levels resulting from application of the review processes described in
Section 5.5, then (except as otherwise set forth in Exhibit B-1 (i,e., with respect to those Service Levels or components
thereof that are not eli
g
ible for im
p
rovement)):
(i) ***
(ii) ***
(b) ***.
5.5 Quarterly or Annual Meeting to adjust Service Levels
(a) Health Net and Supplier will meet to review the Service Levels on a quarterly or annual basis to discuss the Service
Levels***.
(b) The Parties will also discuss in good faith revisions to Service Levels that may be appropriate as a result of material
chan
g
es in the characteristics of Health Net’s In-Sco
p
e A
pp
lication
p
ortfolio (e.
g
., re-en
g
ineerin
g
initiatives).
6 CUSTOMER SATISFACTION SURVEYS
(a) Within ninety (90) calendar days after the Effective Date or as otherwise mutually agreed by the Parties, Supplier shall
develop and propose for the approval of the Parties a draft customer satisfaction questionnaire (“Satisfaction Survey”)
designed to measure the satisfaction of End Users and other third parties who interact with Supplier with Supplier’s
provision of the Services. Following Health Net’s review of the foregoing, Supplier shall incorporate reasonable comments
or suggestions of Health Net and shall finalize the Satisfaction Survey and process within sixty (60) calendar days after
receiving Health Net’s comments and suggestions. The final Satisfaction Survey and process shall be subject to the
approval of both Parties. Supplier shall periodically update the Satisfaction to reflect New Services or changes to existing
Services; provided, however, that updates of the Satisfaction Survey and process shall be provided to Health Net for
review, comment, and a
pp
roval.
Schedule B
B -7
Health Net/Co
g
nizant Confidential