EXHIBIT B 01-04-18 FINAL.DOCX

EXHIBIT B
SCOPE OF WORK
1.0 INTENT:
This Contract is for an integrated Benefits Administration Solution (BAS).
The BAS will support the County and EBH’s activities for performing the administration of Health and
Welfare Benefits and related benefit programs. The BAS will be hosted and maintained by Businessolver
and delivered to EBH as Software as a Service (SAAS). The BAS shall include hosting, managed services,
and ad-hoc professional services for add-on modules or changes.
The Contract contains the following BAS components:
 Benefits Administration for approximately 27,300 members (employees and their dependents}
 Annual Open Enrollment (Passive or Active)
 Family Status Changes and Event-Based Processing and Workflow
 COBRA Administration {Average active enrollments - 116}
 ACA services including Federal Healthcare Reform (1095c) (See Exhibit D. Section I. O. and Section
II. O. and P.)
 Flexible Spending Account Plan {Monthly Average; 170 Limited Scope, 1800 Health, 300 Dependent}
 Health Savings Account {Average active enrollments - 2180}
 Dependent Verification Services (DVS) {Average annual audits - 2300} (See Exhibit D. Section I. N.,
and Section II.K.)
 Carrier Enrollment System (CES)
 Ad-Hoc Reporting
 Carrier Remittance Services
 Custom communications and fulfillment
 Nondiscrimination testing (See Exhibit G, Section 12.3 et al.)
 Qualified Medical Child Support Order (QMCSO) services (See Exhibit D, II. L. QMCSO)
Administration)
2.0 SCOPE OF WORK:
2.1 BUSINESS REQUIREMENTS:
Detail on key features & requirements are described in the Business Requirements Matrix (Exhibit
C), Roles and Responsibilities (Exhibit D), COBRA Administration (Exhibit E), and Flexible
Spending Account Administration (Exhibit G).
2.2 BENEFITS ADMINISTRATION:
2.2.1 The BAS provided by Businessolver will support the following browsers, including at least
the current version and the immediately preceding major version of all products:

 Microsoft® Internet Explorer: versions 9 or higher
 Mozilla Firefox®: version 4 or higher
 Apple® Safari: version 5.1 or higher
 Google® Chrome™: version 28 or higher
Other web browsers may be utilized, but Businessolver does not actively test and support
alternative browsers at this time.
In addition, a mobile-optimized layout of Benefitsolver is available for enhanced usability
on any mobile browser.
2.2.2 Businessolver makes every effort to support newly available internet browser versions.
When Businessolver develops new code it will undergo a variety of browser testing
scenarios to ensure functionality works on all supported browsers. .
All touches and changes to the System are time and date stamped with the username of the
individual who initiated the change and the reason a change was made as well as the before
and after values to allow administrators to view what is taking place in the System in real
time.
Member record transaction history, member level billing history and system logs for
employees and administrators will be recorded. Logs will be read-only and must be
accessible by administrators within the System. Employee election and demographic
information is maintained actively on the System throughout the duration of the Contract.
Logging information is actively maintained for a period of six months. Physical backups
and logical System backups are maintained in storage and retained for a period of eight
years.
This data is viewable throughout the Contract period and can be accessed by viewing
specific user records in Benefitsolver or using the System's reporting tools. Physical
backups and logical System backups are maintained in storage and retained for a period of
eight years. All data reverts to the County at the termination of the Contract.
2.2.3 For purposes of testing and attempts to reproduce production problems, the software should
be capable of being operated with a user-configurable “as-of date” without resetting the
underlying operating System date used by other applications.
Businessolver provides clients with multiple testing environments. If a testing environment
needs to be rolled back to a certain point in time, Businessolver can roll back a test
environment, without impacting the actual production (live) environment.
2.2.4 As a web-based platform, administrators and employees will be able to access
Benefitsolver from any secure internet (HTTPS) connection.
2.2.5 The BAS System (“Benefitsolver”) is a fully integrated, single source system (e.g., no re-
keying of an employee/participant identifier required when retrieving an
employee/participant record), and all services delivered by Businessolver are supported out
of this single piece of technology.
For Flexible Spending Account (FSA) and Health Savings Account (HSA), Businessolver
partners with Discovery Benefits, Inc. (“Discovery Benefits”) for the administration of
these services due to advanced integration which allows members to view real-time data
from Discovery Benefits directly in Benefitsolver without leaving the System. The data
includes a member’s spending account information, such as their current balance, annual

contribution amount, and recent claims data. Employees also have the ability to link over
to Discovery Benefits via single sign on for filing claims.
2.2.6 Benefitsolver provides a user-friendly, step-by-step process that allows employees to work
through the process effortlessly. Benefitsolver is a rules-based system that will not allow
employees to view or elect anything they are not eligible for or move forward without
completing any particular step fully and properly.
Employee enrollment is broken out into three key phases: About You, Select Your
Benefits, and Review and Confirm.
2.2.7 Benefitsolver’s design limits vertical scrolling, and in some cases frequently used elements
are fixed in place so user does not need to scroll to access.
Fields on a screen will support tabbing from one field to the next with the tab order of the
fields presented in a logical order, including the focus when a screen is first presented to
the user.
2.2.8 Benefitsolver’s design best practice and all other WCAG 2.0 A and AA guidelines will be
certified by end of 2017 through an independent accessibility auditing firm.
The System shall have a consistent style such that users encountering an operation for the
first time should feel that the screen is “familiar” with common options and capabilities
available in the same geographic location on the screen. Specifically the System will use
consistent, well-tested, design patterns and a UI framework that ensures consistency.
2.2.8.1 Benefitsolver’s design philosophy is to strive to match the user’s mental model,
by using language that makes sense to users with little to no benefits knowledge
or experience.
2.2.8.2 Benefitsolver was designed to be efficient. The System has automated workflows
to ensure speed of navigation and is designed to limit the information presented
on each screen. The menu systems also have no more than one level of “drill
down”. Businessolver has performed extensive usability testing to ensure that our
navigation menus are logical and efficient.
2.2.8.3 Benefitsolver’s designs and tests to significantly limit the need for users to
remember information from screen to screen or session to session
2.2.9 EBH will be able to control the branding of Benefitsolver and apply a consistent look and
feel that employees are familiar with. Benefitsolver is highly configurable, including ample
branding configuration tools. Benefitsolver's easy-to-use Layout Manager will allow EBH
to create, modify, and update a personalized experience for users. The drag-and-drop
configuration will allow EBH to quickly and easily manage the layout(s) throughout the
System. Businessolver will manage and assist with these configurations.
Within the Layout Manager, EBH can select the color palette for the site, upload a logo,
change the header image, add pages, and select layouts for each page.
Administrators can drag-and-drop widgets to add them to each page including:
 To Do widget to break down Annual Enrollment requirements into easy-to-
tackle tasks
 Enrollment widget for quick access to benefit changes
 Communication widget to help employees understand which actions need
their attention

 Employee reports
 Media
 Promotional widget to publicize information
 Text blocks
 Benefit calculators
 Real-time news feeds
 Tab widget to organize information
 Links to documents stored in the Reference Center and other third-party sites
 Surveys to collect feedback
 Summary of Benefits Coverage widget
Administrators can quickly edit who can see each widget (visibility), edit the widget, and
delete the widget through the Layout Manager.
In addition, the Layout Manager features the Microsite Configurator which allows EBH to
strategically split communications up onto multiple pages in Benefitsolver using simple
drag-and-drop tools.
Benefitsolver’s login page can also be configured to the County’s branding standards, and
communications can be delivered on the login page as desired.
The System's branding and configurability tools described above are included in the core
product; there is no additional fee to brand the System using these configuration tools.
2.2.10 The BAS interfaces and pages must be ADA compliant.
Many accessibility enhancements are currently being made to Benefitsolver. We are
working with a 3rd party accessibility firm to ensure full compliance with WCAG 2.0
guidelines A and AA by the end of 2017. Businessolver currently provides alternative
enrollment solutions through our Service Center support for users with disabilities.
Benefitsolver is designed and validated to support effective use by users with a wide range
of abilities.
2.2.11 Every control (edit box, check box, etc.) will be labeled on web pages in fillable forms for
screen readers. (That is, the user must be able to access all application functionality without
a requiring a mouse.)
2.2.12 Links will be uniquely labeled.
2.2.13 Links to a company intranet, carriers, or other third parties will be placed throughout
Benefitsolver for employee access. Links will be provided on the welcome page,
throughout the enrollment process, in the Reference Center, etc. Multiple links will be
provided throughout the employee or administrator experience, which will link the user to
the same web page based on your needs. In addition, EBH will have multiple vanity URLs
that redirect to Benefitsolver.
2.2.14 Link labels will not use the same prefix. (For example: Window-Eyes allows the user to
bring up links, tables, lists, etc., with the press of a few letters). Unnecessary repetitive
prefixes will be avoided.
2.2.15 Any validation done in client-side scripts will be replicated on the server-side (for security
and in case user has client-side scripting disabled.)
JavaScript is currently required for full access to Benefitsolver
2.2.16 Site will use a consistent color scheme.

2.2.17 Form elements will be instantly recognizable and consistently formatted or use default
browser formatting only.
Benefitsolver’s UI framework displays form elements consistently with minimal styling
beyond the browsers default.
2.2.18 Pages within the application will scale attractively and maintain functionality from a
mobile browser size (approximately 320 x 240 pixels) up to a large screen size (> 1600 x
1200 pixels).
Benefitsolver’s member facing pages were built using Responsive Web Design, which
means that no matter how a user accesses Benefitsolver, whether it be from a computer or
mobile device, the pages will scale attractively and maintain functionality.
2.2.19 HTML tags will be used for their semantic purpose. Tags will not be “hacked” or used to
do something for which they are not intended. For example, use the “h” (<h1>, <h2>,
etc.) tags for headings instead of making the font bigger.
Benefitsolver’s UI framework follows web standards and will be coded using the
appropriate HTML elements.
2.2.20 The page will be usable when either the text or the entire page is magnified to 200%.
2.2.21 Page titles, headings, and links will be given meaningful names to be easily discoverable
to search engines. If two different links point to the same page, they will have the same
text, and the title of that page will be (or closely resemble) that text. Pages behind the user
log in will not be indexed by search engines.
2.3 OPEN ENROLLMENT:
Open Enrollment (OE) is a critical component of Benefits Administration that will be considered an
annual project between Businessolver and EBH. Project plan with timeline will be prepared not
later than six months prior to the effective date of the open enrollment period. Resource
requirements for planning, testing and configuration of the open enrollment will be the same as
those for Implementation.
Benefitsolver will support dual-year events by storing current plan year and annual enrollment
elections separately, which allows employees to make changes to their current plan year elections
during an OE window.
When an employee logs in to the System during OE, they will see a banner at the top of the page
clearly displaying where to click to begin their open enrollment elections. To make changes to
current elections, such as in the case of a life event, the employee can access their profile and click
the “change my benefits” link—even during an OE window—to select the applicable life event and
adjust coverages accordingly in alignment with EBH's rules.
If the employee has already completed their OE, and they make a change to their current plan
elections (such as in the case of a life event), they will be prompted to update their OE elections as
well.
Retroactive benefit terminations or additions will be included in the next scheduled carrier and
payroll interfaces.
If a retroactive payroll change is required, Benefitsolver will calculate missed deductions and
retroactive deductions, based on EBH’s pay schedule(s). Retro adjustments will be taken into

consideration based on the policy provisions and the payroll calendars. Retro deductions will
automatically occur, or Businessolver will manually add an adjustment if needed. This will be
tracked by administrators in the Manage Payroll feature of Benefitsolver.
2.4 CARRIER ENROLLMENT:
2.4.1 Strategy and plan for working errors reported by carriers.
Each file exchange begins with a review of layout requirements and case-specific needs
for each of the County’s carriers. Where possible, Businessolver prefers the use of ANSI
834 5010 layouts using the HIPAA guidelines as a standard, understanding the importance
in supporting each carrier's interpretation of the 834 layouts.
Once developed in accordance to the carrier's file specifications, all file configurations are
loaded to Benefitsolver and a scheduled run frequency is applied. Each file feed is
automatically generated by Benefitsolver without the need for manual intervention.
Businessolver is responsible for confirming that all file feeds are sent in a timely manner
and managing the error report handling with each of the County’s carriers. Each carrier is
responsible for providing all error/processing reports to the Businessolver Client Centric
Team for review. Businessolver then audits each error/processing report. All discrepancies
are recorded directly in the Export Dashboard for full service transparency to EBH. Both
the Client Centric Team and your administrators may view all information related to your
file feeds in real time in the Export Dashboard. This information includes:
 Name of the file processed
 File transfer status
 Number of records on the file
 Number of records on the previous file
 Any issues with the file (e.g. was a threshold reached in an increase or decrease
on the number of records on the file?)
 Status of the file
 Duration of the file to process
Businessolver is responsible for ensuring all files are importing to and exporting from
Benefitsolver appropriately; these files are available to EBH in both the Import and Export
Dashboards. Businessolver reviews inbound and outbound files for any processing errors
and data discrepancies.
Businessolver manages the dashboards, not EBH. Businessolver is responsible for
monitoring EBH’s data dashboards, looking for any irregularities, and reporting back to
EBH for swift issue resolution.
In addition, Businessolver will assign a System Relationship Manager who is responsible
for maintaining relationships with the County’s carriers and vendors. This provides
Businessolver familiarity with carrier requirements, as well as the ability to work hand-in-
hand with carriers to resolve any eligibility errors or process ad hoc changes or haste
enrollments when necessary.
2.4.2 Provide service level information including standard response and resolution times for
addressing errors reported in carrier interfacing.
Businessolver is responsible for auditing each carrier file. If there are errors that are
identified on the file, Businessolver will work with the carrier to resolve any issues prior

to the next scheduled carrier interface. Carrier interfaces can be daily, weekly, etc. based
on EBH’s and your carrier’s desired frequency of file feeds.
2.5 EVENT BASED PROCESSING AND WORKFLOW:
The following BAS processes are administered within the solution:
 Family Status Changes
Employees can utilize Benefitsolver's self-service tools to make their life event changes
throughout the year. Recognized life events and eligibility for those events will be
established with EBH during Implementation; EBH will establish the parameters for each
life event type, and Benefitsolver will automatically prevent changes outside of those rule
sets.
For self-service, employees log in to Benefitsolver, click on the “Change My Benefits”
option, and select the applicable life event. The employee will be prompted to enter the
date of the event. If this date is within the eligibility timeframe, the employee can make the
applicable election changes. Depending on the life event type, Benefitsolver will enforce
that only the appropriate changes can be made.
If this date is not within the eligibility timeframe, the exception request will follow the
business rules for appeals set by the County including potential escalation to the County
directly.
Life event changes may require dependent verification based on the County’s
requirements. These requirements will be established during Implementation, and
Benefitsolver will be configured accordingly.
 Hire/Rehire
Once the eligibility information has been passed into Benefitsolver through the County’s
census file (or entered in manually by an administrator), the newly hired employee is able
to log in to Benefitsolver to complete his or her new hire enrollment. Businessolver will
configure effective dates for each plan and eligibility group in Benefitsolver based upon
the County’s requirements during Implementation or during any effective plan change.
Regarding rehires, a rehire date is a standard field within the employment information
section of the employee profile. When a rehire transaction is processed, this field will
automatically update with the date of rehire. In addition, different rules will be established
at the plan level to differentiate benefit offerings based on both a hire date and a rehire
date.
 Newly Eligible
When an employee has an eligibility change that affects his or her access to benefits (gains
or loses coverage) based on transfer, leave, part time, promotion, etc., this information is
passed over to Benefitsolver on the employee census (or can be manually marked in
Benefitsolver by an administrator). Benefitsolver would then automatically terminate
enrollment in any plans for which the employee is no longer eligible and notify the
employee of other plans if applicable. If the employee becomes eligible for different plans,
the employee will be able to log in to Benefitsolver to enroll in the newly eligible benefits
(or an administrator can enroll the employee on their behalf). This is based on the County’s

plan requirements that will be set up during Implementation and on the benefit rules
established by EBH. These changes are reflected throughout the System in real-time.
 Termination of Benefits
During Implementation, Businessolver will configure the County’s termination rules for
each benefit. The termination rules EBH defines in Benefitsolver will determine the
coverage end date that is passed on to the carrier. Different rules by plan and eligibility
group can be configured.
.
2.5.1 Conformity to the interface specifications of the Workflow Management Coalition
(WfMC) and use of Business Process Execution Language (BPEL).
Benefitsolver is built with open network architecture design to promote integration.
Integration with Businessolver is only limited by the carrier/vendor's ability to accept file
feeds. Benefitsolver has been integrated with over 500 carrier, payroll, HRIS, and other
platforms.
Businessolver also offers advanced connections including inbound and outbound single
sign on (SSO) and real-time web services integrations. These connections are typically
used for enrollment in products as well as approval for underwriting decisions from
carriers.
2.5.2 Businessolver will provide a foundation utilizing imaging and workflow technologies that
enable Maricopa County to facilitate any future re-engineering of business processes. In
addition, automated processes should facilitate the manual and interactive efforts involved
in completing business procedures while providing the capability for staff to communicate,
manage and process requests that satisfy Maricopa County employees.
Businessolver’s single-source platform is built on a single integrated database of all
records. Utilization of a single-source platform for all technology and service delivery
simplifies the entire process for your administrators and employees, as well as service from
Businessolver. All services provided by Businessolver are managed from the same web-
based application and database, which allows the System to automate a significant number
of processes that would otherwise require manual intervention.
Benefitsolver was built with numerous automated workflows to provide an easy-to-use,
step-by-step experience for both administrators and employees. For example, once
Benefitsolver receives information that a member is eligible for benefits, a newly eligible
window will open and the member can log in to and enroll in their benefits. Documentation
(such as a COBRA initial rights notice) will automatically generate, and any fulfillment
items will automatically be distributed. Employees will not be able to view or elect
anything they aren't eligible for, or move forward without completing any particular step
fully and properly.
Further, the System has built in workflows to prevent errors, such as plan rules and plan
dependencies. For example, an employee will not be presented with the option to elect an
HSA if they have not elected a HDHP medical plan. As another example, Benefitsolver
auto-selects the appropriate tier based on who the employee has chosen to cover. So, if the
employee selects to cover him/herself plus a child, parent + child coverage would be auto-
selected. If the employee covered him/herself plus a spouse and a dependent, family
coverage would be auto-selected (depending on how the client defines those tiers). If the
employee makes an election requiring dependent verification, the System will
automatically prompt the employee to upload or send in the required documentation. If the
employee makes a voluntary election requiring EOI, the Guarantee Issue amount can be
approved, and the employee will be prompted to complete the necessary EOI information

for that amount to be approved. These are just a few ways Benefitsolver provides
automated workflows and streamlines the employee experience.
2.6 AD-HOC REPORTING:
The BAS must have query capability to allow EBH to query live (or replicated) production data for
reports and information without impacting the performance of any BAS real-time transactions or
unattended processes. Benefitsolver will offer ad hoc reporting through Benefitsolver’s Build a
Report tool. EBH administrators will be able to create ad hoc reports at any time, including the
ability to add report columns and add multiple conditions via the easy-to-use tool. There is no
additional cost to use the Build a Report tool; it is a standard feature of Benefitsolver.
Reports created by the Build a Report tool are saved as Report Profiles for easy ongoing report
generation in the future.
2.7 TECHNICAL CONSIDERATIONS:
2.7.1 A full history transaction must be maintained by Businessolver on all records which means
any time an employee, administrator, or import file touches or changes the employee's
information, a history transaction is logged in that employee's personal record.
On the history results page, all transactions must be listed with the editor (administrator
name or employee name), the reason for change, the input method (manual versus system)
and the date/time stamp.
Each transaction must maintain a complete detail on what values changed and the before
and after values. From the employee’s record, administrators must be able to view past
changes, including viewing what changes have been made and who made the change, along
with the reason and the date/time stamp.
This data must remain viewable for the duration of the Contract and if requested by the
County the current and preceding plan year’s records must be provided. ______
Benefitsolver is updated through regularly scheduled enhancements rather than large
System upgrades or new version releases. Enhancements are made biweekly to the overall
platform (approximately 20 times per year). Most biweekly enhancements are typically
minor and may not have a direct impact to EBH.
Major functionality enhancements are much less frequent and typically occur five to eight
times per year. Businessolver’s Client Centric Team will walk EBH through any changes
to the System and will ensure EBH will have the right training and education to utilize new
functionality. Businessolver also provides information on these updates through our
biweekly client newsletter (The Wire), Product Council webinar sessions, and client
advocacy platform (Heart to Heart).
These global updates are included at no extra charge.
2.7.2 Establish a regular review period for Management Team, providing reporting on Service
Level Agreements, Roadmap future product enhancements, and address concerns as
needed.
The Client Relationship Manager will be EBH’s day-to-day contact at Businessolver. They
will have a recurring weekly call with EBH. During this call, Businessolver’s Client
Relationship Manager will also discuss EBH’s satisfaction level from both a product and
service perspective. Businessolver will also provide an update to EBH on a monthly basis
regarding our performance against SLAs.

In addition, EBH will have access to a real-time Company Scorecard within Benefitsolver.
The Company Scorecard analytics provide information on activity that has taken place
throughout your site (transactions, System performance, imports, exports, cases, etc.) and
System performance (unique users, page hits, median page time, mean page time, etc.)).
Businessolver will conduct Product Council webinar sessions prior to each major release
of an enhancement to the System, which allows EBH to view the new functionality live
before it is released to the System. EBH can then discuss the upcoming enhancement(s)
with your Client Relationship Manager and provide feedback during the recurring call.
As a Software as a Service (SaaS) model, Businessolver is responsible for the maintenance
of Benefitsolver and how it interacts with common software solutions.
2.7.3 During Implementation, Businessolver will ensure all tasks remain on target, any risks are
identified and discussed, and communication is open and transparent. This includes an
Issues and Resolution Log that outlines any possible hurdles as well as the viable options
(pros/cons/risks); EBH will be involved in determining the best options. In addition, during
the implementation process, Businessolver will document all issues through the Actions,
Decisions, Questions, Risks (ADQR) log. This log will capture the actions, decisions,
questions, and risks identified between Businessolver and EBH. This document will be
provided to EBH, and will be also available within the Document Center on Benefitsolver
for easy administrator access. During the weekly meeting between Businessolver and EBH,
this log will drive the agenda and discussion.
Post-implementation, Businessolver will continue to document all issues through the
ADQR log. This log will be created during Implementation and maintained and updated
throughout the Contract duration.
2.7.4 Benefitsolver’s built-in Case Manager Tool will provide complete case management and
workflow capabilities. Actions, as well as due date, status and more, can be assigned by
EBH. The Case Manager tool allows complete transparency of all actions/changes to
employee records, including attached documents.
EBH administrators will be able to view the case, the reason, the status, by whom it was
created, to whom it is assigned, the due date, and other relevant information. Cases can be
created on an individual employee’s record or they can be a company case to track
company level workflows.
2.7.5 Businessolver is required to test and deliver results with client-specific information prior
to applying fixes, patches, or upgrades whether one-off or as part of regular maintenance.
Businessolver will conduct internal code reviews with each code release. Testing
procedures will include technical specs, test plans, and the following types of tests:
 Unit Testing: Tests performed by the programmer or developer to ensure the
desired outcome of changes within Businessolver’s development environment.
This testing is performed during development of the new code.
 Manual Functional Testing: Execution of a series of steps to determine whether
the actual outcome consistently and accurately meets the expected outcome. This
testing is done by a member of Businessolver’s QA team. End-user verification
may also be done depending on the change and the impact to Businessolver’s
clients.
 Automated Functional Testing: Using Selenium 2.0, Businessolver will run
automated test scripts against all proposed enhancements to ensure that
Businessolver identifies and addresses any unintended consequences. The test

suite executes core build functionality for member and administrator functions of
the System, as well as transactional import data.
 Regression Testing: Before every release, the code is subjected to regression
testing that is unrelated to the specific functional testing for the impacted code.
Regression testing consists of both manual and automation for all methods and
functional areas of the core System, as well as areas related to the push to ensure
that the new code does not introduce unexpected issues in other areas of the
System.
 User Configuration Testing: If the County requests a change, or if a change is
specific to the County’s account, Businessolver will perform end-user testing.
Businessolver will support EBH with any maintenance or support needs. Benefitsolver is
designed to be easily accommodate changes to populations, rates, plans, configuring
welcome page designs, communications, etc. Many of these changes—such as plan
changes, eligibility changes, demographic data load, off-cycle feeds to carriers, etc.—can
be handled almost immediately.
Due to the configurability of Benefitsolver, Businessolver will be able to make many of
these adjustments in real time and no IT resources or custom programming will be required.
This level of configurability means unexpected expenses are very rare.
If required, programming changes can be patched to production during the bi-weekly
release schedule, but can be made on a more expedited schedule if necessary.
2.7.6 Businessolver will provide all upgrades and patches to application software over the course
of the Contract. Documentation and manual updates, as well as letters of transmittal, will
always accompany such patches and upgrades.
As a Software as a Service (SaaS) model, Businessolver is responsible for the maintenance
of Benefitsolver. Benefitsolver is updated through regularly scheduled enhancements
rather than large System upgrades or new version releases. These global updates are
included at no extra charge.
Businessolver will walk EBH through any changes to the System and will ensure EBH has
the right training and education to utilize new functionality at Businessolver’s expense.
Businessolver also provides information on these updates through our biweekly client
newsletter (The Wire), Product Council webinar sessions, and client advocacy platform
(Heart to Heart).
2.8 IMPLEMENTATION SERVICES:
Project management shall be a joint effort between Businessolver and the County. Businessolver
will provide a project leadership resource or team to work with the County. A steering committee
comprised of Businessolver and Maricopa County resources will meet at regular intervals to track
project progress and review escalations or scope changes as needed.
Rather than a single point of contact, Businessolver will provide a complete support team, called
the Client Centric Team. This team is carefully selected prior to Implementation and remains the
County’s support team throughout the duration of the contract. This Client Centric Team transitions
into ongoing support so that EBH will not have to reacquaint itself with a new team after
Implementation, and will not need to re-explain the County’s business requirements and needs.
Businessolver’s team will provide at least two main points of contact and additional cross-functional
support team members. Each team member has a defined role, and all roles work together to ensure
success.

This is an overview of the primary points of contact:
National ACCOUNT Executive (NAE)
 Senior-level relationship manager
 Expert in both benefits and Businessolver’s technology, providing strategic
consultation and tactical insights
 Mentor, coach, and escalation point for the Client Centric Team
Your Main Points Client Relationship Manager (CRM)
of Contact  Primary contact and day-to-day advocate
 Leads regularly scheduled call with EBH to discuss needs, identify trends, determine
best practices, relay new System functionality, etc.
 Drives continual improvement of the Client Centric Team’s delivery of services
 Bridge to additional Client Centric Team resources when needed
Additionally, the following Client Centric Team members provide cross-functional support:
Technical Roles SYSTEM RELATIONSHIP MANAGER (SRM)
 System expert
 Responsible for maintaining relationships with carriers and vendors
 Works with carriers and vendors to troubleshoot and resolve data issues
 Provides ongoing best practice guidance for the System build
 Performs client-directed configurations, such as ongoing rate, eligibility, and rule changes
ARCHITECT
 Designs and inspects the System build during Implementation
 Oversees checkpoints to ensure your project goes to plan
 Supports the Client Centric Team from a technical perspective
 Configures Benefitsolver to meet County/EBH specifications
OPERATIONS BILLING ANALYST (OBA)
 Monitors all imports, exports, and payroll files on a daily basis
 Identifies any processing errors, data discrepancies, or exceeded change thresholds and
works directly with your CRM for resolution
ANALYSTS
 Technical experts responsible for developing data exchange specifications
 Ensure your HRIS and payroll data is mapped correctly to the fields in Benefitsolver
 Ensure your carrier data is mapped correctly based on carrier requirements
Leadership VP AND AVP OF CLIENT SERVICES
 Drive organization-wide initiatives
 Provide process oversight and focus on the overall needs, direction, and strategy of the
team
 Responsible for colleague development
 Monitor quality metrics and ensure team members are meeting Businessolver’s
commitment to quality.
Additional IMPLEMENTATION PROJECT MANAGER (PM)
Resources  Manages effective execution of the implementation project
 Plans and schedules project timelines and monitors scheduled tasks
 Documents and tracks actions, decisions, questions, and risks throughout the
implementation process
 Secures final implementation sign-off, ensuring EBH is satisfied with project completion

ADMINISTRATIVE SERVICES TEAM
 Second level of support available for urgent administrative matters
 Provides immediate assistance related to employee accounts, file transfers, and other day-
to-day activities
Overall, our Client Centric Team model was designed to ensure that EBH has a strong team that is
personally familiar with its needs throughout the Contract duration.
Businessolver handles a majority of the work during Implementation. EBH’s involvement during
Implementation will be heavily focused on the Define phase, as this is when the requirements
documentation gathering begins through the request of EBH’s Raw Materials.
During Implementation, EBH administrators will meet with Businessolver for one hour per week
for a status meeting. An agenda will be provided by Businessolver prior to each recurring call
including topics to be discussed as well as any additional team members EBH may need to include
based on subject matter expertise (e.g., payroll) for that call. The agenda will vary based on the week
of implementation; however, a typical agenda includes providing an update on carrier export files,
addressing any build and System set-up questions, reviewing the ADQR log (which is used to
document Actions, Decisions, Questions, and Risks during all meetings), and discussing EBH’s
satisfaction.
To ensure a successful Implementation, EBH will need a small, HR-focused, business-specific
consulting team Typical roles involved in an Implementation from the client side include:
 Benefit Administrator: responds to day-to-day questions on plans, rates, services, etc.
 Payroll Analyst: supports setting up payroll deduction codes, payroll frequencies, etc.
 Marketing / Communications support
2.8.1 PROJECT MANAGEMENT PROJECT STRUCTURE:
 Initiation - Assembly of resources, high level plans, and schedule
 Planning - Detailed development of project plan and execution strategy
 Execution – Data conversion, application configuration, testing, and training
 Controlling – Risk and issues tracking, scope control, and reporting
 Closing – Transition to service, lessons learned, documentation updates
At Businessolver, we approach our implementations in an iterative manner. This means we break
the work down into small, manageable chunks. We gather requirements, build, and test in small
segments. At the end of each segment, we deliver updated configurations for you to validate. The
County’s configured System becomes more detailed over time; with this approach, you will get into
your System early and often, reviewing the build in progress and providing feedback along the way.
Further, each implementation project and individual task within the project are tracked within our
project management software to ensure that implementation tasks remain on-target and no action
items slip through the cracks.
The process begins with creating a shell of your site. Your Benefitsolver site will be used as a
communication tool as we work through our implementation tasks, including the collection of raw
materials. Next, we begin requirements gathering. We'll discuss what we have learned about your
plan designs, structure, and demographic information based on our analysis of your raw materials
so we can begin development. We will first build standard functionality into your System shell, so
you can see what your site will look like as an employee. Next, we will configure any unique
functionality based on your specifications. We finish up the build with final updates to the look and
feel of the site. After each round of building and internal testing, we validate with you to make sure
your site operates as YOU expect. We finalize the Implementation with a complete end-to-end test

to ensure proper functionality, as well as test connections and final data in preparation for your Go
Live date.
2.8.2 PROJECT REQUIREMENTS:
2.8.2.1 EBH’s historical data and content will be transferred to Businessolver’s BAS in
such a manner that the new System functions and displays as if the data were
entered manually through the new BAS.
The data and conversion methodology utilized by Businessolver during the
Implementation process will ensure a complete and accurate System conversion,
uncover discrepancies that exist between EBH's current payroll and carrier
systems and facilitate a clean-up prior to the initial load of data into the new
Benefitsolver System; thus assuring clean data that is in sync across all systems
from inception.
An initial full import file will be developed through a process of merging data
from EBH’s records and EBH vendor/carrier's eligibility files. These files will be
compared and reconciled against the original source, and through this process a
full audit of the data is performed by Businessolver. Any discrepancies are
brought to EBH’s attention for review and signoff and then the data originators
(payroll or carrier) are notified of any necessary adjustments.
Businessolver will manage the data collection and validation for import.
Regarding historical data, current employee demographics and elections,
dependent demographics and elections, and beneficiary designations are the
typical data elements imported during Implementation.
Businessolver will work with EBH to determine what historical information is
brought into Benefitsolver and how this data would be accessed. If additional
history is required, this can typically be supported on a static basis in
Benefitsolver.
The County will provide data under the ACA services provision from January 1,
2018 through Go-Live Date for 1095C reporting. Businessolver will store the data
accordingly under the ACA service provisions.
2.8.2.2 The BAS will Support the execution of all processes required in accordance with
Federal and State laws and regulations, and plan documents throughout the
duration of the Contract.
2.8.2.3 Shortly after Implementation kick off, Businessolver will create a detailed test
plan for review by EBH and will discuss any modifications that need to be made
to the test plan for EBH’s specific rules.
Throughout the Implementation process, Businessolver will thoroughly test
EBH’s site to ensure all plans, rules, etc. are set up and operating appropriately.
EBH will also have the ability to take part in client functional testing and review.
To ensure the System operates as EBH expects, Businessolver uses a multiple
level QA testing process. After each round of configuration, three levels of
internal testing are completed. First, your Businessolver SRM conducts a self QA
Checklist. The CRM then validates the test scenarios. Finally, Businessolver hosts
a QA Workshop where Businessolver resources from outside the implementation
team verify the same testing scenarios. This process ensures that by the time

testing is turned over to EBH’s team, three will be a very clean and efficient
testing experience.
2.8.2.4 Businessolver will create County-specific manuals and documentation for System
users including employees and administrators in addition to all baseline
functionality as requested by EBH. All such documentation must reflect the as-
built status of the BAS; standard documentation reflecting only the un-customized
System will not be accepted.
Businessolver will work with EBH during Implementation to understand EBH’s
documentation needs and to create Maricopa County-specific documentation as
required.
In addition, Benefitsolver features a web-based help tool that is available via a
link within the site at all times and from any page within the System. The help
tool, called Helpsolver, was designed with simple step-by-step instructions on
System functionality. Helpsolver is updated on a biweekly basis to keep current
with any enhancements made by Businessolver. Benefitsolver also features step-
by-step instructions for navigating set up processes within Benefitsolver through
the AssistMe feature. This feature is a hands-on, educational tool that guides
administrators through key set up processes and highlights helpful resources
throughout Benefitsolver. By providing simple, easy to follow guidance,
administrators are able to know exactly what steps are needed to complete a
specific task.
2.8.2.5 Administration and delivery of training for System administrators in application
navigation and the use of screens and windows and the use of the new solution to
perform all of their various job functions, processes, and sub-processes in the new
environment.
Businessolver will provide EBH administrators the training, tools, and support
they need to best utilize Benefitsolver both during Implementation and on an
ongoing basis at no additional cost.
During implementation, Businessolver will provide EBH administrators with
web-based Trainingsolver courses. These online training courses will continue to
be offered on a rotating schedule throughout the duration of the Contract so that
as new administrators join EBH, they can access the same training. There is also
no limit to the number of training sessions an administrator can attend, so
administrators can attend for refresher training as well.
Trainingsolver courses are led by a Businessolver System expert who is live and
available for questions. Recorded sessions are also available if an EBH
administrator is unable to attend a scheduled course. Trainingsolver courses
include, at a minimum, the following:
 Basic Navigation: Learn the basics of navigating Benefitsolver. Topics
covered include an introduction to the administrator homepage, an in-
depth overview of the employee record, and how to use both the Quick
Search and Advanced Search functionality to find employees.
 Tools and Resources: Understand how to use the Document Center,
Reference Center, Message Center, and Case Manager to improve both
the administrator and employee experience in Benefitsolver.
 Basic Administrator Functions: Take a look at how the employee
enrollment experience occurs from an administrator perspective.
Additional topics include how to manually add an employee and

terminate an employee in the System as well as how to perform password
resets.
 Advanced Administrator Functions: Learn about rules within
Benefitsolver and the functionality they drive. This training will include
performing various types of life events such as a birth, marriage, and
divorce both from the employee and administrator view; how to approve
pending transactions; and how to use Case Manager to document
changes to the employee record.
 Reporting: Discover commonly run reports such as the Employee Census
Benefit (ECB), Employee Dependent Census Benefits (EDCB), and
Submitted Changes. Other topics include how to create report profiles,
schedule reports to run in the future, and recreate a previously run report.
 Layout Manager: Understand how to use the powerful Layout Manager
tool within Benefitsolver to configure layouts to personalize your
administrator and employee experience. Learn how to create new layouts
and edit existing layouts, review widgets and understand their
functionality, update the color palette, and apply the Microsite
Configurator to your layouts.
 Additional training: Other courses are offered to cover specific topics
that include COBRA, billing, payroll, and import/export.
Training on EBH Configurations
During Implementation, Businessolver will work with EBH to ensure EBH
fully understands the functionality of Benefitsolver and that configurations
are operating as EBH expects. Businessolver and EBH will take part in
various training processes during Implementation. (See Exhibit D for
additional detail.)
Ongoing Training
As new features are added to Benefitsolver, Businessolver will deliver
training to EBH administrators. Businessolver will also provide EBH with
necessary information through its client newsletter, The Wire, and through
Businessolver’s Product Council webinars. Product Council webinars are
conducted on an ongoing basis to share information on upcoming
enhancements and display new functionality before it is released.
EBH can also participate in Businessolver’s client networking community,
Heart to Heart, to build connections with other Benefitsolver clients and have
an additional direct line of communication with Businessolver.
Additional Training
Businessolver offers additional training options that can be customized to
meet the needs of EBH, such as train-the-trainer certification; this can be
delivered onsite or via webinar, depending on EBH’s needs. Customized
training plans will be scoped and priced per project request.
2.8.2.6 Configuration and change management for the BAS:
Benefitsolver is a highly configurable system which requires little to no
involvement from a programming or IT standpoint. EBH administrators and
Businessolver are both empowered with the online tools to quickly make changes
to plan set up, rates, reporting capabilities, new eligibility requirements, upload
documents, etc. These changes will be made within one business day.

Businessolver will manage System configuration on behalf of the County;
however, EBH’s administrators can also be allowed to make these changes within
the System.
In managing this on behalf of EBH, your administrators will be the director of any
of these changes. Businessolver will take the requests from EBH and act on them
within one business day. Typically, these changes are simple configurations in the
System so they do not require a lot of time or any extra cost. In the event a
configuration request from EBH will require IT development or customization
that is not already available in the BAS, Businessolver will outline multiple
options in a Decision Document along with the risk and any corresponding fees
for the proposed work prior to beginning work on the customized complex
configuration.
2.8.2.7 Businessolver does not anticipate any software customizations will be required to
meet the business and functionality requirements of EBH as set forth in the
Request for Proposals.
If a customization outside of the scope of services is required, a CDR (Client
Directed Request) will be completed and the project will be scoped by
Businessolver. In the case of a customization, user configuration testing would
occur and final approval would be required from EBH.
2.8.2.8 Businessolver is responsible for software support during Implementation and
throughout the Contract.
2.8.2.9 Throughout the Implementation process, the Client Centric Team will be
supported by a Businessolver Project Manager. This individual will collaborate
with EBH and its Client Centric Team to create an accurate project plan, deploy
an effective risk management methodology, and build a customized
communication plan for EBH’s Implementation at no additional cost.
2.8.2.10 Facilitation of Business Process Reengineering (BPR) of EBH’s current business
processes as necessary to increase processing efficiency while taking advantage
of the BAS Benefits Solution’s best/effective practices.
The Businessolver Client Centric Team will provide strategic guidance on best
practices throughout your relationship with Businessolver. They will also provide
guidance on how to increase employee engagement, process efficiencies, etc.
2.8.2.11 The BAS will have web-based, self-service functionality to facilitate ease of
access and enhanced user experience by participants.
Employees will be able to access Benefitsolver 24/7 to enroll in their benefits
during their new hire and OE periods, as well as to make any mid plan-year
changes per IRS and EBH guidelines (acceptable life events can be defined and
configured, such as: marriage, birth/adoption, transfer, spouse gains/losses
coverage, etc.) within Benefitsolver. EBH-defined access rules will determine
how the enrollment process works, such as how long the enrollment window is,
whether changes require administrator approval, which product categories can be
changed, etc.
EBH administrators and other County authorized managers can also access
Benefitsolver and utilize the self-service tools, such as accessing employee
records, generating System reports and analytics, viewing import/export and
payroll dashboards, based upon the access rules defined by EBH. Benefitsolver

can accommodate more than 50 levels of administrator access, configured and
built to the needs of the County. Businessolver will work with EBH to define the
levels of access for each of the desired roles and will configure the System
accordingly. Changes to these rules may be requested by EBH throughout the life
of the Contract at no additional cost.
2.8.2.12 Integration of imaging, print-on-demand, and workflow management, collectively
also known as Enterprise Content Management or ECM, within the solution – to
include both “tight” workflow (i.e., enabling a transaction / function as part of a
defined workflow path), as well as the ability to perform a transaction / function
such as an address change “directly” (i.e., ‘outside’ of the defined workflow path.
Businessolver will integrate with an ECM tool as requested by EBH; however,
EBH also has the ability to house documents for employees to access on-demand
within the System’s Reference Center. Further, access controls can restrict which
employee have access to each document. Further, workflows can be configured
to direct employees to the documents stored in the Reference Center.
Documents are auto-generated from Businessolver’s single-source platform.
Businessolver has a fulfillment bizhub that allows complete workflow for
fulfillment items, and it is fully integrated with Benefitsolver. From this bizhub,
documents are printed, scanned, and saved to the employee’s record in
Benefitsolver, and mailings are completed (addressed, envelopes stuffed, etc.)
using data from Benefitsolver.
2.8.2.13 Since all enrollment and eligibility data is housed in Benefitsolver, reports are
comprehensive and real-time. The System includes standard, configurable
reporting; ad hoc reporting; and interactive analytical tools that allow EBH
administrators to visually monitor many aspects of System performance and
employee interaction. Benefitsolver will include standard reports as further
identified in Exhibit D, and additional reporting options through the build a report
feature.
EBH administrators can access the built-in reporting tool in Benefitsolver and
generate reports on-demand. Benefitsolver’s easy-to-use interface allows
administrators to quickly generate reports without any technical knowledge;
administrators simply click the report they want and the fields they want to
include, then either generate the report or save and schedule the report to be run
on a future date.
2.8.3 POST AWARD DELIVERABLES:
2.8.3.1 A detailed project plan and formalized gap analysis for requirements within this
Contract will be provided by Businessolver during the planning phase of
Implementation.
2.8.3.2 During Implementation, EBH's actual Benefitsolver site will be the primary tool
used to report on project status and provide updates to the EBH Steering
Committee.
Businessolver will also utilize the Benefitsolver platform as the main
communication vehicle during Implementation, including housing important
implementation documents in the Document Center for sharing with EBH and
sharing information via the welcome page, such as the milestones associated with
each round of implementation. The parties may also utilize Benefitsolver's Case
Manager to assign cases to EBH and vice versa for completion of implementation

tasks. After Implementation, EBH administrators will continue to utilize
Benefitsolver to access all administrator tools, including employee records,
reporting, case management, import/export/payroll dashboards, etc.
2.8.3.3 EBH will be supported by one Businessolver Client Centric Team from
Implementation through ongoing processing, acquisitions, open enrollment, and
any other need. There will be no transition to an ongoing account administration
team, which means no client knowledge is lost in transition. EBH will be able to
contact its Client Centric Team, including its Client Relationship Manager, for
any support during and after Implementation.
2.8.3.4 Businessolver will deliver, prior to the Go-Live Date, an EBH-specific change
management process, including details on how to request configurations to EBH’s
Benefitsolver site and how patches and any custom development requirements
can be applied.
2.8.3.5 The Businessolver Project Manager assigned to EBH’s Implementation will be
responsible for keeping the project plan up-to-date and reporting on status
throughout the Implementation process. Businessolver will have ongoing
meetings with EBH weekly at a minimum throughout the duration of the Contract.
2.8.3.6 The Businessolver Project Manager assigned to EBH’s Implementation will work
closely with the EBH project manager to ensure all EBH-specific tasks are
incorporated into the project plan.
2.8.3.7 The Businessolver Project Manager assigned to EBH’s Implementation will work
closely with the EBH project manager to create a risk management plan. Risk
identification will focus on a thorough evaluation of potential failures that may
arise in the implementation schedule, assumptions, requirements gathered, effort
estimation, and external environmental variables (e.g. carrier compliance to
deliverable dates), amongst other constraints.
2.8.3.8 EBH’s Client Relationship Manager will be the single point of contact during
Implementation and throughout the duration of the Contract. This resource will
leverage the appropriate Client Centric Team members and the Project Manager
as required to ensure a successful Implementation and on-going relationship.
2.8.4 TESTING:
Implementation testing of a BAS requires significant Businessolver and County test cycles
to ensure proper configuration and integration into all business areas. Unit Testing and
Systems Integration Testing (SIT) shall be conducted by Businessolver prior to turn-over
to the County for User Acceptance Testing (UAT).
Testing lifecycles for BAS Implementation include:
 Unit Testing
 SIT
 UAT (no configuration changes will occur while EBH is conducting UAT)
 Parallel testing, if requested by EBH
2.8.4.1 Unit testing of the application shall be performed and documented by
Businessolver. Samples and results of these tests may be requested by the EBH
project team to ensure thorough testing is performed prior to turn-over to the
County.

Throughout the Implementation process, Businessolver will thoroughly test
EBH’s site to ensure all plans, rules, etc. are set up and operating appropriately.
EBH will also have the ability to take part in functional testing and review.
2.8.4.2 During the testing process, Businessolver and EBH will utilize a testing issues log
to track the issue, the environment in which the issue was discovered, the scenario
in which the issue occurred, the status of the issue, Businessolver comments, and
EBH comments, the resolution, the resolution date, and/or any other mitigating
actions. Businessolver will discuss the items on this log each week during its
meeting with EBH, and issues will be resolved prior to UAT.
2.8.4.3 Shortly after Implementation kick off, Businessolver and EBH will walk through
the detailed test plan to ensure Businessolver’s expectations are in alignment with
EBH’s expectations. Businessolver will also discuss any modifications that need
to be made to the test plan for EBH’s specific rules.
2.8.4.4 Businessolver will work with EBH to define a reasonable timeframe for testing,
and this will be clearly outlined in the Implementation project plan.
2.8.4.5 All items identified as issues during the testing phase will be catalogued through
the detailed test plan, and the issue will not be closed unless written permission to
do so is provided by the County.
2.8.4.6 Businessolver will work directly with the County’s payroll vendor, the County,
and County’s carriers to integration test all interfaces and transmissions of data.
A separate mirror environment for SIT may be utilized.
Businessolver will conduct thorough testing during the Implementation process
to ensure all carriers and payroll vendors are receiving correct information. This
includes gathering the required information from the carrier or payroll vendor,
configuring Benefitsolver to format data accordingly, setting up the FTP and
transmission details, and sending test files to the carrier/payroll vendor to confirm
a good connection. On an ongoing basis, Businessolver is responsible for
confirming that all file feeds are sent in a timely manner and managing any errors.
2.8.4.7 Businessolver will provide documented results of SIT including negative and
positive testing results.
2.8.4.8 Businessolver will enable automation and file transmission during UAT and
parallel testing.
2.8.4.9 Businessolver will perform migrations to new environment via move or copy, not
reconfiguration. This is to test the migration process in preparation for Go-Live.
The majority of testing will occur in the Production environment prior to the Go-
Live Date. On an ongoing basis, EBH will have access to two Test environments
for testing new structures, rates, plans, or other configuration changes.
The Test environments are replicated environments from Production. The same
access restrictions and controls are in place within the test environments as with
the Production environment; these environments are refreshed on a nightly basis
and a weekly basis to mirror the data in Production. The County may request a
more frequent or less frequent refresh schedule.

Data in the Test and Development environments is updated through a controlled
migration from Production to Test. Changes made to the Test environments do
not automatically flow into the Production environment. This is an intentional
design to ensure that test data and altered records do not become live in the
System. Any changes made in the test environment can easily be replicated using
Benefitsolver's menu-driven pages in the production environment, and your Client
Centric Team is available to assist with these changes.
2.8.4.10 The County is responsible for developing and executing test scripts for UAT and
parallel testing. Businessolver will work with the County to identify gaps in
testing plan and recommend changes where possible based upon EBH’s
specifications.
2.8.4.11 Testing variances will be documented, categorized, and assigned impact through
a mutually agreed upon format.
Businessolver will document, categorize, and assign testing variances during
Implementation and throughout the Contract, such as at open enrollment.
2.8.4.12 If significant issues are found in data conversion, additional conversions may be
requested by the EBH project team. Businessolver will work with EBH to scope
out the new conversion requirements.
2.8.4.13 If significant issues are found in UAT testing, a refresh and restore with an
additional cycle of UAT may be requested by EBH and provided by
Businessolver.
2.8.4.14 If a testing environment becomes stale due to long testing timeframes, a refresh
or restore may be requested by EBH and will be provided by Businessolver.
2.8.4.15 If parallel one is not successful or material issues are presented, a second parallel
may be requested by EBH and will be provided by Businessolver.
2.8.5 TRAINING:
Training shall be provided for application administration and configuration based on
service and support model. Businessolver will develop a training plan based on County-
specific configuration not general training guides unless they are applicable. Additional
information about training is contained in section 2.8.2.5 above and in Exhibit D to the
Contract.
2.8.5.1 A training plan will be jointly established by the project team prior to execution
to ensure resources have the correct training prior to System review and/or testing.
Beyond our standard training, Businessolver offers additional training options
which are customized to meet the needs of our clients at no additional cost.
Members of your Client Centric Team can work with EBH to develop additional
training as needed, such as train-the-trainer certification; this can be delivered
onsite or via webinar, depending on EBH’s needs.
2.8.5.2 Businessolver shall work with the County to develop end-user training materials
for employee and participant roles.
Businessolver will create a branded enrollment instruction flyer at no additional
cost for the County. Businessolver’s fulfillment services will also be utilized to
send the flyer out to eligible participants.

Further, during the Implementation process, EBH will have full visibility to
both the employee and administrator view of the System. If EBH feels that
additional employee training would be beneficial, the Client Centric Team
will work with EBH to develop a personalized solution to meet the County’s
needs. Customized training plans will be scoped and priced per project
request.
2.8.5.3 Upon request from EBH, Businessolver will provide recordings, such as pre-
recorded Trainingsolver courses, which could be housed in the County’s LMS for
administrators to access at any time.
2.8.5.4 Training for CRM/ case management solution for issues and call tracking will be
provided to the EBH administration team prior to project closure.
Businessolver will train EBH on the Case Manager in Benefitsolver.
Businessolver supports a number of clients who utilize a co-sourced model (with
employee support provided in-house) and we provide multiple levels of service to
ensure these resources receive the support they need in order to best help your
employees.
Upon request EBH team members (and any support representatives) can have full
access to the tools that the Service Center Benefit Specialists access in
Benefitsolver, including all documents, SPDs and benefits communications as
well as employee records and the built-in Case Manager. Businessolver's can also
allow the County to move to a fully outsourced solution should the County wish
to outsource this function to Businessolver in the future.
2.8.5.5 Configuration training where applicable for EBH will be performed prior to
project closure.
During the Implementation process, Businessolver will work with EBH to ensure
you fully understand the functionality of your Benefitsolver instance and that
configurations are operating as you expect. Businessolver and EBH will take part
in various testing processes during Implementation.
2.8.6 ENVIRONMENT MANAGEMENT:
Below is a list of the environments Businessolver uses when developing, testing, and deploying new
code.
 DEV: Code is developed in the DEV environment.
 QA/QA2: Once complete, the code is then automatically pushed to QA for testing.
 STAGE: Code approved by QA is moved to the STAGE environment for regression testing.
 PROD: Once the testing has been completed, the code is then automatically pushed to the live
production environment (PROD).
Code that does not pass testing standards will be backed out of QA to Development for further
development. Code will not be pushed to Production until all testing has been completed. In
addition, Businessolver has over 8,500 automated test scripts that run against all proposed
enhancements to ensure that Businessolver identifies and addresses any unintended consequences.
Data in the Test and Development environments is updated through a controlled migration from
Production to Test. Changes made to the Test environments do not automatically flow into the
Production environment. This is an intentional design to ensure that test data and altered records do
not become live in the System. Any changes made in the test environment can easily be replicated
using Benefitsolver's menu-driven pages in the production environment.

Regarding documentation, training, and operations procedures, EBH will not be responsible for
maintaining the test environments. As a SaaS provider, Businessolver will manage all of the test
environments on behalf of EBH, including refresh schedules. Additional testing environments with
longer refresh timelines will be provided upon request by EBH at no extra cost.