DELTA DENTAL OF ARIZONA CONTRACT 250050.PDF

Serial # PH RFP 250050 
 
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CONTRACT PURSUANT TO PH RFP 250050 
 
 
This Contract is entered into this 1st day of March, 2025 by and between Maricopa County (“County”), a political 
subdivision of the State of Arizona, and Delta Dental of Arizona, an Arizona corporation (“Contractor”) for the 
purchase of services related to RYAN WHITE PART A DENTAL INSURANCE SERVICES. 
 
1.0 
CONTRACT TERM: 
 
1.1 
This Contract is for a term of three (3) years, beginning on the 1st day of March 2025 and ending 
the 29th day of February 2028.  
 
1.2 
The County may, at its option and with the agreement of the Contractor, renew the term of this 
Contract for additional terms up to a maximum of three (3) additional years, (or at the County’s sole 
discretion, extend the contract on a month-to-month basis for a maximum of six (6) months after 
expiration).  The County shall notify the Contractor in writing of its intent to extend the Contract 
term at least sixty (60) calendar days prior to the expiration of the original contract term, or any 
additional term thereafter. 
 
1.3 
CONTRACT COMPLETION: 
 
The Contractor shall make all reasonable efforts for an orderly transition of its duties and 
responsibilities to another provider and/or to the County.  This may include, but is not limited to, 
the preparation of a transition plan and cooperation with the County or other providers in the 
transition. The transition includes the transfer of all records, and other data in the possession, 
custody or control of Contractor required to be provided to the County either by the terms of this 
agreement or as a matter of law. The provisions of this clause shall survive the expiration or 
termination of this agreement. 
 
2.0 
PRICE ADJUSTMENTS: 
 
Any requests for reasonable price adjustments must be submitted sixty (60) calendar days prior to the 
Contract expiration date.  Requests for adjustment in cost of labor and/or materials must be supported by 
appropriate documentation.  The reasonableness of the request will be determined by comparing the request 
with the Consumer Price Index or by performing a market survey. If County agrees to the adjusted price 
terms, County shall issue written approval of the change and provide an updated version of the Contract. The 
new change shall not be in effect until the date stipulated on the Contract. 
 
3.0 
PAYMENTS: 
 
3.1 
As consideration for performance of the duties described herein, County shall pay Contractor the 
sum(s) stated in Exhibit “A.” 
 
3.2 
Payment shall be made upon the County’s receipt of a properly completed invoice. 
 
3.3 
INVOICES:

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3.3.1 
The Maricopa County Ryan White Part A Program requires that all invoices be submitted 
via its “Secure File Transfer System.” The Secure File Transfer System is a part of the 
electronic data system provided to the Contractor by the County. 
 
3.3.2 
The Contractor shall submit electronically to the County one (1) legible copy of their 
detailed monthly invoice before payment(s) can be made.  
 
3.3.3 
Contractor shall submit the invoice packet for services performed on or before the fifth 
(5th) calendar day following the month in which services were performed. 
 
3.3.4 
The invoice shall include the following: 
 
1.0 Full name of County (MCDPH) 
2.0 Group number  
3.0 Claims paid amount 
4.0 Administrative cost per member  
5.0 Balance due 
6.0 Billing period  
 
3.3.5 
Contractor shall provide a monthly report summarizing all claims. The County will use this 
report as part of its monthly review to handle Contractor billing. The report must include: 
 
1.0 Full name of member 
2.0 Subscriber number for each member 
3.0 Date of birth for each member 
4.0 Group Number 
5.0 Claim Number 
6.0 Claim Paid Amount 
7.0 Dental Provider Information 
 
3.3.6 
Problems regarding billing or invoicing shall be directed to the using agency as listed on 
the Purchase Order. 
 
3.3.7 
Payment shall be made to the Contractor by Accounts Payable through the Maricopa 
County Vendor Express Payment Program. This is an Electronic Funds Transfer (EFT) 
process. After Contract Award the Contractor shall complete and/or update their Vendor 
registration located on the County Department of Finance Vendor Registration Web Site 
(https://azdom-vss-ext.hostams.com/PRDVSS2X1/Advantage4) 
 
3.3.8 
EFT payments to the routing and account numbers designated by the Contractor will 
include the details on the specific invoices that the payment covers. The Contractor is 
required to discuss remittance delivery capabilities with their designated financial 
institution for access to those details. 
 
3.4 
APPLICABLE TAXES: 
 
3.4.1 
Payment of Taxes: The Contractor shall pay all applicable taxes. With respect to any 
installation labor on items that are not attached to real property performed by Contractor 
under the terms of this Contract, the installation labor cost and the gross receipts for 
materials provided shall be listed separately on the Contractor’s invoices. 
 
3.4.2 
State and Local Transaction Privilege Taxes: To the extent any State and local transaction 
privilege taxes apply to sales made under the terms of this Contract it is the responsibility 
of the seller to collect and remit all applicable taxes to the proper taxing jurisdiction of 
authority. 
 
3.4.3 
Tax Indemnification: Contractor and all subcontractors shall pay all Federal, State, and 
local taxes applicable to its operation and any persons employed by the Contractor.

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Contractor shall require all subcontractors to hold Maricopa County harmless from any 
responsibility for taxes, damages and interest, if applicable, contributions required under 
Federal, and/or State and local laws and regulations, and any other costs including 
transaction privilege taxes, unemployment compensation insurance, Social Security, and 
Worker’s Compensation. 
 
3.5 
TAX (SERVICES): 
 
No tax shall be invoiced or paid against Contractor’s labor. It is the responsibility of the Contractor 
to determine any and all applicable taxes. 
 
3.6 
METHOD OF PAYMENT: 
 
3.6.1 
Subject to the availability of funds, County will, within thirty (30) business days from the 
date of receipt of the documents enumerated herein, process and remit to the Contractor a 
warrant for payment up to the maximum total allowable for services provided or work 
performed during the previous month. Payment may be delayed or reduced if invoices are 
in non-compliance due to late submission, improperly completed or missing 
documentation/information or for other contract non-compliance occurring in the related 
grant year. Other non-compliance issues that may delay payments can be related to any 
contractual issue and may not necessarily be related to the bill itself. Should County make 
a disallowance in the claim, the claim shall be processed for the reduced amount. If the 
Contractor protests the amount or the reason for a disallowance, the protest shall be 
construed as a dispute. 
 
3.6.2 
Payments made by County to the Contractor are conditioned upon the timely receipt of 
applicable, accurate and complete invoice reports and forms submitted by the Contractor. 
All monthly invoices must be supported by auditable documentation, which is determined 
to be sufficient, competent evidential matter defined by the County.  
 
4.0 
AVAILABILITY OF FUNDS: 
 
4.1 
The provisions of this Contract relating to payment for services shall become effective when funds 
assigned for the purpose of compensating the Contractor as herein provided are available to County 
for disbursement.  The County shall be the sole judge and authority in determining the availability 
of funds under this Contract.  County shall keep the Contractor fully informed as to the availability 
of funds. 
 
4.2 
If any action is taken by, any State agency, Federal department, or any other agency or 
instrumentality to suspend, decrease, or terminate its fiscal obligations under, or in connection with, 
this Contract, County may amend, suspend, decrease, or terminate its obligations under, or in 
connection with, this Contract.  In the event of termination, County shall be liable for payment only 
for services rendered prior to the effective date of the termination, provided that such services are 
performed in accordance with the provisions of this Contract.  County shall give written notice of 
the effective date of any suspension, amendment, or termination under this Section, at least ten (10) 
days in advance. 
 
5.0 
DUTIES: 
 
5.1 
The Contractor shall perform all duties stated in Exhibit “B”, or as otherwise directed in writing by 
the Procurement Officer. 
 
6.0 
TERMS AND CONDITIONS: 
 
6.1 
INDEMNIFICATION:

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To the fullest extent permitted by law, and to the extent that claims, damages, losses or expenses are 
not covered and paid by insurance purchased by the Contractor, the Contractor shall defend 
indemnify and hold harmless the County (as Owner), its agents, representatives, agents, officers, 
directors, officials, and employees from and against all claims, damages, losses, and expenses 
(including, but not limited to attorneys' fees, court costs, expert witness fees, and the costs and 
attorneys' fees for appellate proceedings) arising out of, or alleged to have resulted from the 
negligent acts, errors, omissions, or mistakes relating to the performance of this Contract. 
 
Contractor's duty to defend, indemnify, and hold harmless the County, its agents, representatives, 
agents, officers, directors, officials, and employees shall arise in connection with any claim, damage, 
loss, or expense that is attributable to bodily injury, sickness, disease, death or injury to, impairment 
of, or destruction of tangible property, including loss of use resulting there from, caused by negligent 
acts, errors, omissions, or mistakes in the performance of this Contract, but only to the extent caused 
by the negligent acts or omissions of the Contractor, a subcontractor, any one directly or indirectly 
employed by them, or anyone for whose acts they may be liable, regardless of whether or not such 
claim, damage, loss, or expense is caused in part by a party indemnified hereunder. 
 
The amount and type of insurance coverage requirements set forth herein will in no way be construed 
as limiting the scope of the indemnity in this paragraph. 
 
The scope of this indemnification does not extend to the sole negligence of County. 
 
6.2 
INSURANCE: 
 
6.2.1 
Contractor, at Contractor’s own expense, shall purchase and maintain the herein stipulated 
minimum insurance from a company or companies duly licensed by the State of Arizona 
and possessing a current A.M. Best, Inc. rating of B++. In lieu of State of Arizona licensing, 
the stipulated insurance may be purchased from a company or companies, which are 
authorized to do business in the State of Arizona, provided that said insurance companies 
meet the approval of County.  The form of any insurance policies and forms must be 
acceptable to County. 
 
 
 
6.2.2 
All insurance required herein shall be maintained in full force and effect until all work or 
service required to be performed under the terms of the Contract is satisfactorily completed 
and formally accepted.  Failure to do so may, at the sole discretion of County, constitute a 
material breach of this Contract. 
 
6.2.3 
Contractor’s insurance shall be primary insurance as respects County, and any insurance 
or self-insurance maintained by County shall not contribute to it. 
 
6.2.4 
Any failure to comply with the claim reporting provisions of the insurance policies or any 
breach of an insurance policy warranty shall not affect the County’s right to coverage 
afforded under the insurance policies. 
 
6.2.5 
The insurance policies may provide coverage that contains deductibles or self-insured 
retentions. Such deductible and/or self-insured retentions shall not be applicable with 
respect to the coverage provided to County under such policies.  Contractor shall be solely 
responsible for the deductible and/or self-insured retention and County, at its option, may 
require Contractor to secure payment of such deductibles or self-insured retentions by a 
surety bond or an irrevocable and unconditional letter of credit. 
 
6.2.6 
The insurance policies required by this Contract, except Workers’ Compensation and 
Errors and Omissions, shall name County, its agents, representatives, officers, directors, 
officials and employees as Additional Insureds. 
 
6.2.7 
The policies required hereunder, except Workers’ Compensation and Errors and 
Omissions, shall contain a waiver of transfer of rights of recovery (subrogation) against

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County, its agents, representatives, officers, directors, officials, and employees for any 
claims arising out of Contractor’s work or service. 
 
6.2.8 
Commercial General Liability: 
 
Commercial General Liability insurance and, if necessary, Commercial Umbrella 
insurance with a limit of not less than $2,000,000 for each occurrence, $4,000,000 
Products/Completed Operations Aggregate, and $4,000,000 General Aggregate Limit.  The 
policy shall include coverage for premises liability, bodily injury, broad form property 
damage, personal injury, products and completed operations and blanket contractual 
coverage, and shall not contain any provisions which would serve to limit third party action 
over claims.  There shall be no endorsement or modifications of the CGL limiting the scope 
of coverage for liability arising from explosion, collapse, or underground property damage. 
 
6.2.9 
Automobile Liability: 
 
Commercial/Business Automobile Liability insurance and, if necessary, Commercial 
Umbrella insurance with a combined single limit for bodily injury and property damage of 
not less than $2,000,000 each occurrence with respect to any of the Contractor’s owned, 
hired, and non-owned vehicles assigned to or used in performance of the Contractor’s work 
or services or use or maintenance of the premises under this Contract.  
 
6.2.10 
Workers’ Compensation: 
 
Workers’ Compensation insurance to cover obligations imposed by Federal and State 
statutes having jurisdiction of Contractor’s employees engaged in the performance of the 
work or services under this Contract; and Employer’s Liability insurance of not less than 
$1,000,000 for each accident, $1,000,000 disease for each employee, and $1,000,000 
disease policy limit.  
 
Contractor, its contractors and its subcontractors waive all rights against Contract and its 
agents, officers, directors and employees for recovery of damages to the extent these 
damages are covered by the Workers’ Compensation and Employer’s Liability, or 
commercial umbrella liability insurance obtained by Contractor, its contractors and its 
subcontractors pursuant to this Contract. 
 
6.2.11 
Managed Care Errors and Omissions 
 
Managed Care Errors and Omissions and, if necessary, Commercial Umbrella insurance, 
which will insure and provide coverage for Managed Care Errors and Omissions of the 
Contractor, with limits of no less than $2,000,000 for each claim. 
 
6.2.12 
Certificates of Insurance: 
 
6.2.12.1 Prior to Contract award, Contractor shall furnish the County with valid and 
complete certificates of insurance, or formal endorsements as required by the 
Contract in the form provided by the County, issued by Contractor’s insurer(s), as 
evidence that policies providing the required coverage, conditions and limits 
required by this Contract are in full force and effect.  Such certificates shall 
identify this contract number and title. 
 
6.2.12.2 In the event any insurance policy(ies) required by this Contract is(are) written on 
a claims made basis, coverage shall extend for two years past completion and 
acceptance of Contractor’s work or services and as evidenced by annual 
Certificates of Insurance. 
 
6.2.12.3 If a policy does expire during the life of the Contract, a renewal certificate must 
be sent to County fifteen (15) calendar days prior to the expiration date.

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6.2.13 
Cancellation and Expiration Notice: 
 
Applicable to all insurance policies required within the Insurance Requirements of this 
Contract, Contractor’s insurance shall not be permitted to expire, be suspended, be 
canceled, or be materially changed for any reason without thirty (30) days prior written 
notice to Maricopa County. Contractor must provide to Maricopa County, within two (2) 
business days of receipt, if they receive notice of a policy that has been or will be 
suspended, canceled, materially changed for any reason, has expired, or will be 
expiring.  Such notice shall be sent directly to Maricopa County Office of Procurement 
Services and shall be mailed, or hand delivered, to 4041 N. Central Avenue, #1400, 
Phoenix, AZ 85012 or emailed to the Procurement Officer noted in the solicitation. 
 
6.3 
FORCE MAJEURE: 
 
6.3.1 
Neither party shall be liable for failure of performance, nor incur any liability to the other 
party on account of any loss or damage resulting from any delay or failure to perform all 
or any part of this Contract if such delay or failure is caused by events, occurrences, or 
causes beyond the reasonable control and without negligence of the parties.  Such events, 
occurrences, or causes will include Acts of God/Nature (including fire, flood, earthquake, 
storm, hurricane or other natural disaster), war, invasion, act of foreign enemies, hostilities 
(whether war is declared or not), civil war, riots, rebellion, revolution, insurrection, military 
or usurped power or confiscation, terrorist activities, nationalization, government sanction, 
lockout, blockage, embargo, labor dispute, strike, interruption or failure of electricity or 
telecommunication service. 
 
6.3.2 
Each party, as applicable, shall give the other party notice of its inability to perform and 
particulars in reasonable detail of the cause of the inability.  Each party must use best 
efforts to remedy the situation and remove, as soon as practicable, the cause of its inability 
to perform or comply. 
 
6.3.3 
The party asserting Force Majeure as a cause for non-performance shall have the burden 
of proving that reasonable steps were taken to minimize delay or damages caused by 
foreseeable events, that all non-excused obligations were substantially fulfilled, and that 
the other party was timely notified of the likelihood or actual occurrence which would 
justify such an assertion, so that other prudent precautions could be contemplated. 
 
6.4 
WARRANTY OF SERVICES: 
 
6.4.1 
The Contractor warrants that all services provided hereunder will conform to the 
requirements of the Contract, including all descriptions, specifications and attachments 
made a part of this Contract.  County’s acceptance of services or goods provided by the 
Contractor shall not relieve the Contractor from its obligations under this warranty. 
 
6.4.2 
In addition to its other remedies, County may, at the Contractor's expense, require prompt 
correction of any services failing to meet the Contractor's warranty herein.  Services 
corrected by the Contractor shall be subject to all the provisions of this Contract in the 
manner and to the same extent as services originally furnished hereunder. 
 
6.5 
INSPECTION OF SERVICES: 
 
6.5.1 
The Contractor shall provide and maintain an inspection system acceptable to County 
covering the services under this Contract.  Complete records of all inspection work 
performed by the Contractor shall be maintained and made available to County during 
Contract performance and for as long afterwards as the Contract requires.

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6.5.2 
County has the right to inspect and test all services called for by the Contract, to the extent 
practicable at all times and places during the term of the Contract.  County shall perform 
inspections and tests in a manner that will not unduly delay the work. 
 
6.5.3 
If any of the services do not conform to Contract requirements, County may require the 
Contractor to perform the services again in conformity with Contract requirements, at no 
cost to the County.  When the defects in services cannot be corrected by re-performance, 
County may: 
 
6.5.3.1 Require the Contractor to take necessary action to ensure that future performance 
conforms to Contract requirements; and 
 
6.5.3.2 Reduce the Contract price to reflect the reduced value of the services performed. 
 
6.5.4 
If the Contractor fails to promptly perform the services again or to take the necessary action 
to ensure future performance in conformity with Contract requirements, County may: 
 
6.5.4.1 By Contract or otherwise, perform the services and charge to the Contractor, 
through direct billing or through payment reduction, any cost incurred by County 
that is directly related to the performance of such service; or 
 
6.5.4.1 Terminate the Contract for default. 
 
6.6 
ORDERING AUTHORITY: 
 
Any request for purchase shall be accompanied by a valid purchase order, issued by Office of 
Procurement Services, a Purchase Order issued by the using Department or direction by a Certified 
Agency Procurement Aid (CAPA) with a Purchase Card for payment. 
 
6.7 
NO MINIMUM OR MAXIMUM PURCHASE OBLIGATION: 
 
6.7.1 
This Contract does not guarantee any minimum or maximum purchases will be made. 
Orders will only be placed under this Contract when the County identifies a need and 
proper authorization and documentation have been approved. 
 
6.7.2 
Contractors agree to accept verbal notification of cancellation of Purchase Orders from the 
County Procurement Officer with written notification to follow. Contractor specifically 
acknowledges to be bound by this cancellation policy. 
 
6.8 
PURCHASE ORDERS: 
 
County reserves the right to cancel Purchase Orders within a reasonable period of time after 
issuance.  Should a Purchase Order be canceled, the County agrees to reimburse the Contractor for 
actual and documentable costs incurred by the Contractor in response to the Purchase Order. The 
County will not reimburse the Contractor for any costs incurred after receipt of County notice of 
cancellation, or for lost profits, shipment of product prior to issuance of Purchase Order, etc. 
 
6.9 
SUSPENSION OF WORK:  
 
The Procurement Officer may order the Contractor, in writing, to suspend, delay, or interrupt all or 
any part of the work of this contract for the period of time that the Procurement Officer determines 
appropriate for the convenience of the County.  No adjustment shall be made under this clause for 
any suspension, delay, or interruption to the extent that performance would have been so suspended, 
delayed, or interrupted by any other cause, including the fault or negligence of the Contractor.  No 
request for adjustment under this clause shall be granted unless the claim, in an amount stated, is 
asserted in writing as soon as practicable after the termination of the suspension, delay, or 
interruption, but not later than the date of final payment under the Contract.

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6.10 
STOP WORK ORDER:  
 
The Procurement Officer may, at any time, by written order to the Contractor, require the Contractor 
to stop all, or any part, of the work called for by this contract for a period of ninety (90) calendar 
days after the order is delivered to the Contractor, and for any further period to which the parties 
may agree. The order shall be specifically identified as a stop work order issued under this clause. 
Upon receipt of the order, the Contractor shall immediately comply with its terms and take all 
reasonable steps to minimize the incurrence of costs allocable to the work covered by the order 
during the period of work stoppage. Within a period of 90 calendar days after a stop-work is 
delivered to the Contractor, or within any extension of that period to which the parties shall have 
agreed, the Procurement Officer shall either:  
 
6.10.1 
Cancel the stop work order; or  
 
6.10.2 
Terminate the work covered by the order as provided in the Default, or the Termination for 
Convenience clause of this Contract. 
 
6.10.3 
The Procurement Officer may make an equitable adjustment in the delivery schedule 
and/or Contract price, or otherwise, and the Contract shall be modified, in writing, 
accordingly, if the Contractor demonstrates that the stop work order resulted in an increase 
in costs to the Contractor. 
 
6.11 
TERMINATION FOR CONVENIENCE: 
 
Maricopa County may terminate the Contract for convenience by providing sixty (60) calendar days 
advance notice to the Contractor. 
 
6.12 
TERMINATION FOR DEFAULT: 
 
The County may, by written notice of default to the Contractor, terminate this Contract in whole or 
in part if the Contractor fails to: 
 
6.12.1 
Deliver the supplies or to perform the services within the time specified in this Contract or 
any extension;  
 
6.12.2 
Make progress, so as to endanger performance of this Contract; or  
 
6.12.3 
Perform any of the other provisions of this Contract.  
 
The County’s right to terminate this contract under these subparagraphs may be exercised if the 
Contractor does not cure such failure within ten (10) business days (or more if authorized in writing 
by the County) after receipt of the notice from the Procurement Officer specifying the failure. 
 
6.13 
CONTRACT DISPUTES  
 
All Contract disputes will be handled in accordance with the Maricopa County Procurement Code, 
MCI-906 
 
6.14 
STATUTORY RIGHT OF CANCELLATION FOR CONFLICT OF INTEREST: 
 
Notice is given that pursuant to A.R.S. § 38-511 the County may cancel any Contract without 
penalty or further obligation within three years after execution of the Contract, if any person 
significantly involved in initiating, negotiating, securing, drafting or creating the Contract on behalf 
of the County is at any time while the Contract or any extension of the Contract is in effect, an 
employee or agent of any other party to the Contract in any capacity or consultant to any other party 
of the Contract with respect to the subject matter of the Contract.  Additionally, pursuant to A.R.S 
§ 38-511 the County may recoup any fee or commission paid or due to any person significantly

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involved in initiating, negotiating, securing, drafting or creating the Contract on behalf of the County 
from any other party to the Contract arising as the result of the Contract. 
 
6.15 
CONTRACTOR LICENSE REQUIREMENT: 
 
The Contractor shall procure all permits, insurance, licenses and pay the charges and fees necessary 
and incidental to the lawful conduct of his/her business, and as necessary complete any required 
certification requirements, required by any and all governmental or non-governmental entities as 
mandated to maintain compliance with and in good standing for all permits and/or licenses.  The 
Contractor shall keep fully informed of existing and future trade or industry requirements, Federal, 
State and Local laws, ordinances, and regulations which in any manner affect the fulfillment of a 
Contract and shall comply with the same. Contractor shall immediately notify both Office of 
Procurement Services and the Department of all changes concerning permits, insurance, or licenses. 
 
6.16 
SUBCONTRACTING: 
 
6.16.1 
The Contractor may not assign to another contractor or subcontract to another party for 
performance of the terms and conditions hereof without the written consent of the County.  
All correspondence authorizing subcontracting must reference the Contract Number and 
identify the job project. 
 
6.16.2 
The Subcontractor’s rate for the job shall not exceed that of the Prime Contractor’s rate, as 
bid in the pricing section, unless the Prime Contractor is willing to absorb any higher rates, 
or the County has approved the increase.  The Subcontractor’s invoice shall be invoiced 
directly to the Prime Contractor, who in turn shall pass-through the costs to the County, 
without mark-up.  A copy of the Subcontractor’s invoice must accompany the Prime 
Contractor’s invoice. 
 
6.17 
AMENDMENTS: 
 
All amendments to this Contract shall be in writing and approved/signed by both parties. The 
designated Procurement Officer shall be responsible for approving all amendments for Maricopa 
County. 
 
6.18 
ADDITIONS/DELETIONS OF REQUIREMENTS: 
 
The County reserves the right to add and/or delete materials and services to a Contract.  If a service 
requirement is deleted, payment to the Contractor will be reduced proportionately to the amount of 
service reduced in accordance with the bid price.  If additional materials or services are required 
from a Contract, prices for such additions will be negotiated between the Contractor and the County. 
 
6.19 
STRICT COMPLIANCE: 
 
Acceptance by County of a performance that is not in strict compliance with the terms of the 
Contract shall not be deemed to be a waiver of strict compliance with respect to all other terms of 
the Contract. 
6.20 
VALIDITY: 
 
The invalidity, in whole or in part, of any provision of this Contract shall not void or affect the 
validity of any other provision of the Contract. 
 
6.21 
SEVERABILITY: 
 
The removal, in whole or in part, of any provision of this Contract shall not void or affect the validity 
of any other provision of this Contract. 
 
6.22 
RIGHTS IN DATA:

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The County shall have the use of data and reports resulting from a Contract without additional cost 
or other restriction except as may be established by law or applicable regulation.  Each Party shall 
supply to the other Party, upon request, any available information that is relevant to a Contract and 
to the performance thereunder. 
 
6.23 
NON-DISCRIMINATION: 
 
Contractor agrees to comply with all provisions and requirements of Arizona Executive Order 2009-
09 including flow down of all provisions and requirements to any subcontractors. Executive Order 
2009-09 supersedes Executive order 99-4 and amends Executive order 75-5 and may be viewed and 
downloaded 
at 
the 
Arizona 
State 
Library 
Research 
website 
(http://azmemory.azlibrary.gov/cdm/singleitem/collection/execorders/id/680/rec/1) 
which 
is 
hereby incorporated into this contract as if set forth in full herein. During the performance of this 
Contract, Contractor shall not discriminate against any employee, client, or any other individual in 
any way because of that person’s age, race, creed, color, religion, sex, disability, or national origin. 
 
6.24 
CERTIFICATION REGARDING DEBARMENT AND SUSPENSION: 
 
6.24.1 
The undersigned (authorized official signing on behalf of the Contractor) certifies to the 
best of his or her knowledge and belief that the Contractor, it’s current officers and 
directors; 
 
6.24.1.1 are not presently debarred, suspended, proposed for debarment, declared 
ineligible, or voluntarily excluded from being awarded any contract or grant by 
any United States Department or Agency or any state, or local jurisdiction; 
 
6.24.1.2 have not within three (3) year period preceding this Contract;  
 
6.24.1.2.1 been convicted of fraud or any criminal offense in connection with 
obtaining, attempting to obtain, or as the result of performing a 
government entity (Federal, State or local) transaction or contract; and  
 
6.24.1.2.2 been convicted of violation of any Federal or State antitrust statues or 
conviction for embezzlement, theft, forgery, bribery, falsification or 
destruction of records, making false statements, or receiving stolen 
property regarding a government entity transaction or contract;  
 
6.24.1.2.3 are not presently indicted or  criminally  charged by a government 
entity (Federal, State or local) with commission of any criminal 
offenses in connection with obtaining, attempting to obtain, or as the 
result of performing a government entity public (Federal, State or 
local) transaction or contract; and are not presently facing any civil 
charges from any governmental entity regarding obtaining, attempting 
to obtain, or from performing any governmental entity contract or 
other transaction; and have not within a three (3) year period preceding 
this Contract had any  public transaction (Federal, State or local) 
terminated for cause or default. 
 
6.24.1.3 If any of the above circumstances described in the paragraph are applicable to the 
entity submitting a bid for this requirement, include with your bid an explanation 
of the matter including any final resolution. 
 
6.24.2 
The Contractor shall include, without modification, this clause in all lower tier covered 
transactions (i.e., transactions with Subcontractors) and in all solicitations for lower tier 
covered transactions related to this Contract.   
 
6.25 
VERIFICATION REGARDING COMPLIANCE WITH A.R.S. §41-4401 AND FEDERAL 
IMMIGRATION LAWS AND REGULATIONS:

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6.25.1 
By entering into the Contract, the Contractor warrants compliance with the Immigration and 
Nationality Act (INA using E-verify) and all other Federal immigration laws and regulations 
related to the immigration status of its employees and A.R.S. §23-214(A).  The Contractor 
shall obtain statements from its subcontractors certifying compliance and shall furnish the 
statements to the Procurement Officer upon request.  These warranties shall remain in effect 
through the term of the Contract.  The Contractor and its subcontractors shall also maintain 
Employment Eligibility Verification forms (I-9) as required by the Immigration Reform and 
Control Act of 1986, as amended from time to time, for all employees performing work under 
the Contract and verify employee compliance using the E-verify system and shall keep a 
record of the verification for the duration of the employee’s employment or at least three (3) 
years, whichever is longer.  I-9 forms are available for download at USCIS.GOV. 
 
6.25.2 
The County retains the legal right to inspect Contractor and subcontractor employee 
documents performing work under this Contract to verify compliance with paragraph 6.24.1 
of this Section.  Contractor and subcontractor shall be given reasonable notice of the County’s 
intent to inspect and shall make the documents available at the time and date specified.  
Should the County suspect or find that the Contractor or any of its subcontractors are not in 
compliance, the County will consider this a material breach of the Contract and may pursue 
any and all remedies allowed by law, including, but not limited to; suspension of work, 
termination of the Contract for default, and suspension and/or debarment of the Contractor. 
All costs necessary to verify compliance are the responsibility of the Contractor. 
 
6.26 
INFLUENCE: 
 
As prescribed in MC1-1203 of the Maricopa County Procurement Code, any effort to influence an 
employee or agent to breach the Maricopa County Ethical Code of Conduct or any ethical conduct 
may be grounds for Disbarment or Suspension under MC1-902.  
  
An attempt to influence includes, but is not limited to: 
 
6.26.1 
A Person offering or providing a gratuity, gift, tip, present, donation, money, entertainment 
or educational passes or tickets, or any type of valuable contribution or subsidy, 
 
6.26.2 
That is offered or given with the intent to influence a decision, obtain a contract, garner 
favorable treatment, or gain favorable consideration of any kind. 
 
If a Person attempts to influence any employee or agent of Maricopa County, the Chief Procurement 
Officer, or his designee, reserves the right to seek any remedy provided by the Maricopa County 
Procurement Code, any remedy in equity or in the law, or any remedy provided by this contract.   
 
6.27 
CONTRACTOR EMPLOYEE WHISTLEBLOWER RIGHTS AND REQUIREMENT TO 
INFORM EMPLOYEES OF WHISTLERBLOWER RIGHTS: 
 
6.27.1 
The Parties agree that this Contract and employees working on this Contract will be subject 
to the whistleblower rights and remedies in the pilot program on Contractor employee 
whistleblower protections established at 41 U.S.C. § 4712 by section 828 of the National 
Defense Authorization Act for Fiscal Year 2013 (Pub. L. 112–239) and section 3.908 of 
the Federal Acquisition Regulation. 
 
6.27.2 
Contractor shall inform its employees in writing, in the predominant language of the 
workforce, of employee whistleblower rights and protections under 41 U.S.C. § 4712, as 
described in section 3.908 of the Federal Acquisition Regulation.  Documentation of such 
employee notification must be kept on file by Contractor and copies provided to County 
upon request. 
 
6.27.3 
Contractor shall insert the substance of this clause, including this paragraph, in all 
subcontracts over the simplified acquisition threshold ($150,000 as of September 2013).

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6.28 
UNIFORM ADMINISTRATIVE REQUIREMENTS: 
 
By entering into this Contract, Contractor agrees to comply with all applicable provisions of Title 
2, Subtitle A, Chapter II, PART 200—UNIFORM ADMINISTRATIVE REQUIREMENTS, COST 
PRINCIPLES, AND AUDIT REQUIREMENTS FOR FEDERAL AWARDS contained in Title 2 
C.F.R. § 200 et seq. 
 
6.29 
ACCESS TO AND RETENTION OF RECORDS FOR THE PURPOSE OF AUDIT AND/OR 
OTHER REVIEW: 
 
6.29.1 
In accordance with section MC1-371 of the Maricopa County Procurement Code the 
Contractor agrees to retain (physical or digital copies of) all books, records, accounts, 
statements, reports, files, and other records and back-up documentation relevant to this 
Contract for six (6) years after final payment or until after the resolution of any audit 
questions which could be more than six (6) years, whichever is latest.  The County, Federal 
or State auditors and any other persons duly authorized by the Department shall have full 
access to, and the right to examine, copy and make use of, any and all said materials. 
 
6.29.2 
If the Contractor’s books, records, accounts, statements, reports, files, and other records 
and back-up documentation relevant to this Contract are not sufficient to support and 
document that requested services were provided, the Contractor shall reimburse Maricopa 
County for the services not so adequately supported and documented.  
 
6.30 
AUDIT DISALLOWANCES: 
 
If at any time it is determined by the County that a cost for which payment has been made is a 
disallowed cost, the County shall notify the Contractor in writing of the disallowance.  The course 
of action to address the disallowance shall be at sole discretion of the County, and may include 
either an adjustment to future invoices, request for credit, request for a check or a deduction from 
current invoices submitted by the Contractor equal to the amount of the disallowance, or to require 
reimbursement forthwith of the disallowed amount by the Contractor by issuing a check payable to 
Maricopa County. 
 
6.31 
OFFSET FOR DAMAGES: 
 
In addition to all other remedies at Law or Equity, the County may offset from any money due to 
the Contractor any amounts Contractor owes to the County for damages resulting from breach or 
deficiencies in performance of the Contract. 
 
6.32 
CONFIDENTIAL INFORMATION: 
 
Any information obtained in the course of performing this Contract may include information that is 
proprietary or confidential to the County. This provision establishes the Contractor’s obligation 
regarding such information. 
 
The Contractor shall establish and maintain procedures and controls that are adequate to assure that 
no information contained in its records and/or obtained from the County or from others in carrying 
out its functions (services) under the Contract shall be used by or disclosed by it, its agents, officers, 
or employees, except as required to efficiently perform duties under the Contract. The Contractor’s 
procedures and controls at a minimum must be the same procedures and controls it uses to protect 
its own proprietary or confidential information. If, at any time during the duration of the Contract, 
the County determines that the procedures and controls in place are not adequate, the Contractor 
shall institute any new and/or additional measures requested by the County within fifteen (15) 
calendar days of the written request to do so. 
 
Any requests to the Contractor for County proprietary or confidential information shall be referred 
to the County for review and approval, prior to any dissemination.

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6.33 
CONTRACTOR LICENSE REQUIREMENT: 
 
The Contractor shall procure all permits, insurance, licenses and pay the charges and fees necessary 
and incidental to the lawful conduct of his/her business, and as necessary complete any required 
certification requirements,  required by any and all governmental or non-governmental entities as 
mandated to maintain compliance with and in good standing for all permits and/or licenses.  The 
Contractor shall keep fully informed of existing and future trade or industry requirements, Federal, 
State and Local laws, ordinances, and regulations which in any manner affect the fulfillment of a 
Contract and shall comply with the same. Contractor shall immediately notify both Office of 
Procurement Services and the Department of any and all changes concerning permits, insurance or 
licenses. 
 
6.34 
LICENSURE/CERTIFICATION 
 
6.34.1 
Contractor shall comply with all applicable provisions of law and other rules and 
regulations of any and all governmental, accrediting and/or regulatory authorities relating 
to the licensure and regulation of health care providers and physicians. 
6.34.2 
Upon request, Contractor agrees to allow County, to the extent permitted by law, access to 
credentials of Qualified Physicians and Qualified Providers who are providing services to 
Department under the terms and conditions of this Contract. 
6.34.3 
Contractor expressly agrees that it shall comply with all rules, regulations, orders, standards 
and interpretations promulgated pursuant to the Occupational Safety and Health Act of 
1970 (and to the Occupational and Safety Health Act of the State of Arizona), including 
but not limited to training, provision of personal protective equipment, provision of post-
exposure prophylaxis, adherence to appropriate lock out/tag out procedures, and providing 
all notices, material safety data sheets, labels, etc. required by the right-to-know-standard. 
 
6.35 
PUBLIC RECORDS: 
 
Under Arizona law, all Offers submitted and opened are public records and must be retained by the 
Records Manager at the Office of Procurement Services. Offers shall be open to public inspection 
and copying after Contract award and execution, except for such Offers or sections thereof 
determined to contain proprietary or confidential information by the Office of Procurement Services. 
If an Offeror believes that information in its Offer or any resulting Contract should not be released 
in response to a public record request under Arizona law, the Offeror shall indicate the specific 
information deemed confidential or proprietary and submit a statement with its offer detailing the 
reasons that the information should not be disclosed.  Such reasons shall include the specific harm 
or prejudice which may arise from disclosure. The Records Manager of the Office of Procurement 
Services shall determine whether the identified information is confidential pursuant to the Maricopa 
County Procurement Code. 
 
6.36 
PRICES: 
 
Contractor warrants those prices extended to County under this Contract are no higher than those 
paid by any other customer for these or similar services. 
 
6.37 
INTEGRATION: 
 
This Contract represents the entire and integrated agreement between the parties and supersedes all 
prior negotiations, proposals, communications, understandings, representations, or agreements, 
whether oral or written, express or implied. 
 
6.38 
RELATIONSHIPS: 
 
6.38.1 
In the performance of the services described herein, the Contractor shall act solely as an 
Independent Contractor or Subrecipient, and nothing herein or implied herein shall at any

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time be construed as to create the relationship of employer and employee, co-employee, 
partnership, principal and agent, or joint venture between the County and the Contractor. 
 
6.38.2 
For Task Order contracts: The County reserves the right of final approval on proposed staff 
for all services performed.  Also, upon request by the County, the Contractor shall be 
required to remove any employees working on County projects and substitute personnel 
based on the discretion of the County within two (2) business days, unless previously 
approved by the County. 
 
6.39 
WRITTEN CERTIFICATION PURSUANT to A.R.S. § 35-393.01:  
 
If Contractor engages in for-profit activity and has 10 or more employees, and if this agreement has 
a value of $100,000 or more, Contractor certifies it is not currently engaged in, and agrees for the 
duration of this agreement to not engage in, a boycott of goods or services from Israel. This 
certification does not apply to a boycott prohibited by 50 U.S.C. § 4842 or a regulation issued 
pursuant to 50 U.S.C. § 4842. 
 
6.40 
WRITTEN CERTIFICATION PURSUANT to A.R.S. § 35-394: 
 
Contractor warrants and certifies that it does not currently, and agrees for the duration of the 
Agreement, that it will not use: 
 
1. the forced labor of ethnic Uyghurs in the People's Republic of China, 
2. any goods or services produced by the forced labor of ethnic Uyghurs in the People's 
Republic of China, 
3. any contractors, subcontractors or suppliers that use the forced labor or any goods or 
services produced by the forced labor of ethnic Uyghurs in the People's Republic of 
China. 
 
If Contractor becomes aware during the term of this Agreement that the Contractor is not in 
compliance with this paragraph, Contractor shall notify the County within five business days after 
becoming aware of the noncompliance. If the Contractor fails to provide a written certification to 
the County that the Contractor has remedied the noncompliance within 180 days after notifying  
the County of its noncompliance, then the agreement terminates, except that if the agreement 
termination date occurs before the end of the 180-day period, the agreement terminates on the  
agreement termination date.  
 
6.41 
RELIGIOUS ACTIVITIES: 
 
The Contractor agrees that costs, planned or claimed, including costs incurred, shall not include 
any expense for any religious activity. 
 
6.42 
GOVERNING LAW: 
 
This Contract shall be governed by the laws of the State of Arizona.  Venue for any actions or 
lawsuits involving this Contract will be in Maricopa County Superior Court, Phoenix, Arizona. 
 
6.43 
ORDER OF PRECEDENCE: 
 
In the event of a conflict in the provisions of this Contract and Contractor’s proposed initial or best 
and final response to the solicitation, the terms of this Contract shall prevail. 
 
6.44 
UNIQUE ENTITY IDENTIFIER (UEI) AND SYSTEM FOR AWARD MANAGEMENT 
REGISTRATION 
  
All Contractors must have a Unique Entity Identifier (UEI) number issued through 
https://sam.gov/content/entity-registration. If Contractor does not have one at time of award, they 
must apply for one within 30 days of contract award.  Contractor must also remain current within

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the System for Award Management platform located at www.sam.gov throughout the term of the 
contract. 
 
6.45 
INCORPORATION OF DOCUMENTS: 
 
The following are to be attached to and made part of this Contract: 
 
6.45.1 
Exhibit A, Pricing & Respondent Information 
 
6.45.2 
Exhibit B, Scope of Work  
 
6.45.3 
Exhibit C, Questionnaire 
 
6.45.4 
Exhibit D, Provider Geographic Summary 
 
6.45.5 
Exhibit E, Office of Procurement Services Contractor Travel and Per Diem Policy 
 
 
6.46 
NOTICES: 
 
All notices given pursuant to the terms of this Contract shall be addressed to: 
 
For County: 
 
 
 
 
For Contractor: 
 
 
Maricopa County Department of Public Health 
Delta Dental of Arizona  
Purchasing & Contracts Unit 
 
 
 
ATTN:  Cheryl Bucalo, Procurement Officer 
Ann Coupland  
4041 N. Central Avenue, #1400 
 
 
14850 N. Scottsdale Rd. #400 
Phoenix, AZ 85012 
 
 
 
Scottsdale, AZ 85254 
Cheryl.Bucalo@Maricopa.gov  
 
 
acoupland@deltadentalaz.com  
(602) 506-6886  
 
 
 
(602) 938-3131

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EXHIBIT B 
 
SCOPE OF WORK 
 
Original Scope of Work from Solicitation: 
2.0 
SCOPE OF WORK: 
 
2.1 
 PURPOSE OF THE PROGRAM, AUTHORITY, AND BACKGROUND 
 
The Phoenix Eligible Metropolitan Area receives federal funds from the Ryan White HIV/AIDS Program 
under the Ryan White Treatment Extension Act of 2009. This funding, administered by the Health Resources 
and Services Administration (HRSA) under the U.S. Department of Health and Human Services (HHS), 
provides core medical and essential support services for low-income people with HIV (PWH) who are 
uninsured or underinsured. The purpose of the program is to improve the quality and availability of care for 
people with HIV.  
 
The Ryan White HIV/AIDS Program is divided into five Parts, including Parts A, B, C, D, and F. Ryan White 
Part A, of which Maricopa County Department of Public Health (MCDPH) is a Recipient, provides medical 
and support services to Eligible Metropolitan Areas (EMAs) and Transitional Grant Areas (TGAs). Included 
within the Part A Grant is special funding under the Minority AIDS Initiative (MAI), which provides core 
medical and related support services to improve access and reduce disparities for racial and ethnic minority 
populations disproportionately affected by HIV.  
 
2.2 
THE GREATER PHOENIX RYAN WHITE HIV SERVICES PLANNING COUNCIL 
 
The Greater Phoenix Ryan White HIV Services Planning Council (Planning Council) is a required planning 
body under Part A. It includes people with HIV and representatives from community-based organizations, 
hospitals, and elected officials. The Maricopa County Board of Supervisors, the Chief Elected Official, 
appoints Planning Council members to ensure representation reflects the HIV epidemic in the Phoenix 
EMA. 
 
The Planning Council is responsible for setting service priorities for the allocation of Part A funds and 
developing a comprehensive plan to guide the HIV service delivery system. Planning Council votes and 
approves the priorities and program directives that are solicited through this RFP.  
 
2.3 
FUNDS AVAILABILITY 
 
The Planning Council determines allocation amounts for the RWPA grant based on community need for 
services in Maricopa and Pinal Counties. The table below shows the total amount of funding given for each 
benefit year and the number of participants enrolled. 
 
2021-2023 Benefit Year Summaries 
Benefit Year 
Number 
of 
Claims 
Average 
Number 
of 
Participants 
Paid Claims 
Total Administrative Fee

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2021 
8,159 
2,505 
$2,115,447.75 
$117,902.14 
2022 
7,600 
2,360 
$1,645,125.22 
$110,797.67 
2023 
7,135 
2,613 
$1,668,085.07 
$122,613.69 
 
Annually, the Planning Council determines the maximum annual benefit amount, which is currently set at 
$2,500. This amount is subject to change based on funding availability. The annual benefit is intended to 
cover all treatment services, with no co-pays, deductibles, or minimum out-of-pocket costs for participants. 
Coverage does not extend to cosmetic dental work. 
 
NOTE: Direct cash payments to clients or caregivers are prohibited under the Ryan White Program. 
 
2.4 
ELGIBILITY CRITERIA 
 
2.4.1 
Eligibility: The Dental Insurance Plan will be available for People with HIV/AIDS who 
reside in Maricopa or Pinal Counties and meet Ryan White Part A Program-specific income 
eligibility requirements. 
2.4.2 
Eligibility Period/Enrollment Effective Date: Coverage starts on the first day of the month 
after the enrollment document is submitted, provided it is received before the contractor's 
cut-off date. The plan year runs from March 1 to February 28/29. 
 
2.4.3 
Special considerations or restrictions which must be reflected in plan design include: 
 
2.4.3.1 
The dental insurance plan under this RFP is the payer of last resort. 
Individuals enrolled in the dental insurance plan under this RFP are 
permitted to have additional dental insurance coverage; however, this 
plan will function as the secondary payer. In accordance with 
coordination of benefits provisions, this plan will always be secondary, 
and payments will not exceed the total claim charges. 
 
2.4.3.2 
Dependent coverage is not permitted under this RFP. 
 
2.4.3.3 
Orthodontics is not a covered benefit under this RFP. 
 
2.4.3.4 
Federal law prohibits direct payment or reimbursement of funds to Ryan 
White participants. 
 
2.5 
PROGRAM ADMINISTRATION AND CLAIM PROCESSING REQUIREMENTS 
 
2.5.1 
Contractor must generate a unique subscriber identification number.  
 
2.5.2 
Contractor will maintain an electronic database of all participants with essential details like 
names, addresses, and subscriber IDs to ensure accurate claims processing and reporting. 
 
2.5.3 
Contractor must update procedures and computer software needed to process all claims 
and comply with all current and future regulations. 
 
2.5.4 
Contractor will maintain claims processing procedures and software to screen for duplicate 
payments, overpayments, underpayments, and non-payments. A generally accepted and 
legally compliant process must be in place to recoup overpayments.

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2.5.5 
Contractor shall provide a provider relations program and include a description of this 
program in their proposal. The program will detail the process for dispute resolution 
between participants and providers, particularly for quality of care or service issues. 
 
2.5.6 
Contractor will provide participants with online access to inquire about account details 
through a secure website using a subscriber identification number. This will include the 
ability to check claims status and eligibility.  
 
2.5.7 
Contractor will provide online access capabilities that allow the County to inquire about 
eligibility, review claims status, enroll, disenroll, and reinstate a participating client, and 
generate reports through a secured website accessible with a user ID and password.  
 
2.5.8 
Contractor will provide electronic invoices to County or its third-party billing administrator 
by the 5th of each month. At a minimum, invoices must contain: 
• 
Full name of the County (MCDPH) 
• 
Group number  
• 
Claims paid amount 
• 
Administrative cost per member  
• 
Balance due 
• 
Billing period  
 
2.5.9 
Contractor will provide ID cards or replacement ID cards within 10 days of receipt of 
enrollment or County request. In addition, County and participants must be able to generate 
replacement cards via the secure website. Indicate in the proposal if there is an additional 
cost for ID cards. 
 
2.5.10 
Contractor will provide a monthly report summarizing all claims. The County will use this 
report as part of its monthly review to handle Contractor billing. At a minimum, the report 
must include: 
 
2.5.10.1 Full name of member 
2.5.10.2 Subscriber number for each member 
2.5.10.3 Date of birth for each member 
2.5.10.4 Group Number 
2.5.10.5 Claim Number 
2.5.10.6 Procedure Codes 
2.5.10.7 Service Date 
2.5.10.8 Claim Paid Amount 
2.5.10.9 Dental Provider Information 
 
2.5.11 
Contractor will properly adjudicate and pay claims based on the following standards: 
2.5.11.1 Payment of 95 percent or more of all clean claims within 10 working days of 
receipt. A clean claim is defined as claims requiring no intervention to process. 
2.5.11.2 Financial accuracy rate of 99 percent. 
2.5.11.3 Procedural accuracy rate of at least 96 percent. 
 
2.5.12 
Contractor will process adjustments/corrections to the contractor’s eligibility data within 
two 
working 
days 
following 
response 
from 
the 
County 
to 
contractor’s 
reconciliation/exception report.

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2.5.13 
Contractor will provide a run-out period for claims administration of one year after the 
expiration date of the contract, or if the County should terminate services with the 
contractor. 
 
2.5.14 
Upon the completion of the contract term, contractor will provide the County, at no 
additional charge to the County, communications and data support for a successful 
transition to a new contractor. This will include, but is not limited to, requested reports, 
data files, or dedicated staff necessary to ensure an efficient and timely transition. 
 
2.5.15 
To ensure the confidentiality of Protected Health Information (PHI), contractor will be 
fully compliant, through automation and manual processes, with the Health Insurance 
Portability and Accountability Act (HIPAA) and will sign a Business Associate Agreement 
(BAA) with the County. 
 
2.6 
PARTICIPANT CUSTOMER SERVICE REQUIREMENTS 
 
2.6.1 
Contractor will provide a detailed description of their customer service program, which 
must include: 
2.6.1.1 
The toll-free number and availability of customer service representatives 
to assist participants with claims inquiries. 
2.6.1.2 
Business hours including weekend and after-hours availability. 
2.6.1.3 
The number of bilingual (English/Spanish) staff available 
2.6.1.4 
Procedures of handling calls in other languages (e.g., Vietnamese) 
2.6.1.5 
Procedures for assisting participants who are deaf. 
2.6.1.6 
An overview of the customer service training program 
2.6.1.7 
Telephone call documentation requirements. 
2.6.1.8 
Metrics demonstrating an average speed of answer under 30 seconds and 
an abandonment rate below 5 percent. 
 
2.6.2 
Customer service representatives must have access to eligibility and claims status 
information and be trained to explain claims denials, pending statuses and their reasons, as 
well as claims payment outcomes to participants. 
 
2.6.3 
Contractor will provide online capabilities for participants on a secure website, including, 
but not limited to, the following: 
 
2.6.3.1 
Claims forms and processing instructions that clearly state the mailing 
address for claims processing, the customer service telephone number, 
and clear and complete processing instructions. 
 
2.6.3.2 
Secure online and mobile access/self-service capabilities that allow 
participants to inquire about his/her account. 
 
2.6.3.3 
Current provider directories that are updated at least every 30 calendar 
days and are also available online. 
 
2.6.3.4 
Generating ID replacement cards. 
 
2.6.4 
Contractor will provide initial ID cards for newly eligible participants, within 10 working 
days of enrollment by MCDPH and replacement ID cards within five working days upon

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request from the participant or MCDPH. In addition, contractor will enable printing of 
replacement ID Cards from the secure website. 
 
2.6.5 
Contractor will provide a quality program that addresses how quality of care is assured to 
the participants. Contractor will include a description of their quality program, to include 
the goals, objectives, planned activities, and quality assurance initiatives. 
 
2.6.6 
Contractor will create and distribute all participant materials in both English and Spanish 
and provide the County with electronic copies of the summary plan description and 
summary of benefit coverage in both languages. The summary plan description must be 
submitted 90 days prior to the start of each plan year. 
 
2.6.7 
Contractor will notify the participant of approved or denied status of claims via an 
Explanation of Benefits (EOB) within one claim cycle or two weeks, whichever is less.  
 
2.6.8 
Contractor will notify the participant, in writing, of claims pending a determination if 
resolution has not occurred within 30 calendar days and will include in the notification the 
reason for the delay in processing the claim. 
 
2.6.9 
Contractor will provide an appeal process. Contractor’s appeal process will provide the 
following: 
 
2.6.9.1 
Review of Urgent Care Claims, Pre-Service Claims, and all Post 
Services claims as called for by the Department of Labor or other claim 
review standards (e.g. Patient’s Bill of Rights), including the use of an 
independent reviewer. 
 
2.6.9.2 
An appeal and dispute process and procedures, that follow the state and 
Federal statutes as applicable to the Plan, for responding to appeals and 
disputes, as well as reporting the responses and results to the County. 
Process will be kept current and made available at any interval requested 
by the County. 
 
2.6.9.3 
Maintain records of claim appeals and, upon request, provide a report 
which includes, but is not limited to, the number of appeals received, 
timing of response and outcomes. 
 
2.6.9.4 
An external appeal for network and/or benefit determinations, whereby 
contractor will contract with an independent third-party review 
organization. Contractor’s independent third-party review 
organization’s determination will be conclusive and not subject to 
further review by the County. 
 
2.7 
IMPLEMENTATION AND ONGOING REQUIREMENTS 
 
2.7.1 
To properly implement the plan, the Contractor will be required to devote staff attention to 
the following implementation and ongoing activities. Include samples were appropriate. 
 
2.7.1.1 
Implementation Team, as defined by the Contractor, shall have expertise 
in Project Management and Issue Resolution Management.

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2.7.1.2 
Setup client account according to a comprehensive timeline which will 
identify tasks, dates, and responsible parties. 
 
2.7.1.3 
Establish banking and/or payment arrangements. Include a copy of your 
banking process overview, funding and account monitoring options, and 
cash management program reports. 
 
2.7.1.4 
Provide implementation and ongoing education materials describing the 
Contractor and their services such as benefit plan booklets, provider 
directories, etc. in English and Spanish, initially and on an ongoing basis. 
Indicate if there is an additional charge for such materials. 
 
2.7.2 
The Contractor will implement the services and plan for Maricopa County during the 
implementation period, expected to start in late January or early February 2025, and will 
complete the following tasks: 
 
2.7.2.1 
Set up eligibility data (subscriber eligibility, effective dates, etc.) 
 
2.7.2.2 
Set up the account structure and corresponding subgroups 
 
2.7.2.3 
Set up the plan design in-network along with plan limitations and 
exclusions 
 
2.7.2.4 
Set up the dental provider contracts, terms, and network relationships 
 
2.7.2.5 
Identify services that need to be pre-determined 
 
2.7.2.6 
Establish the claims edits and/or business rules 
 
2.7.2.7 
Implement a transition-related coordination of care and services process 
 
2.7.2.8 
Have coordination of benefits with other insurance coverage 
 
2.7.2.9 
Pay in-network claims according to the summary plan description 
 
2.7.2.10 
Provide timely ID cards to participants 
 
2.7.2.11 
Provide accurate participant correspondence and reporting 
 
2.7.3 
Contractor will include a copy of a sample implementation plan in their proposal response. 
 
2.7.4 
Contractor will accept electronic transfer of funds. 
 
2.7.5 
Contractor shall submit an updated fee schedule at the beginning of each benefit year that 
shall be approved for use by County. At a minimum the fee schedule shall contain the 
following fees:  in-network, specialty, and tier fees. If changes to the fee schedule occur at 
times outside of the benefit renewal period, Contractor shall inform and receive approval 
from County prior to the new fee increases going into effect.

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2.8 
UNDERWRITING REQUIREMENTS 
 
2.8.1 
County may correct legitimate administrative errors and is the final determinant of when 
such errors have occurred. 
 
2.8.2 
Contractor shall rely upon County in determining any person’s rights to benefits under the 
plan. 
 
2.8.3 
The policies and/or contract’s rate change date and anniversary will fall on March 1st. 
County reserves the right to negotiate benefit modifications at other times as well if 
considered in its best interest. All changes in rates/fees/maximums are subject to mutual 
good faith negotiation on the value of such changes and shall be agreed upon in writing. 
 
2.8.4 
County maintains the right to accept, reject, or cancel the contract of a Contractor at any 
time following 30 days written notice, if there is a significant change, in County’s opinion, 
in (including but not limited to) the Contractor’s operation of the plan, quality of care or 
service of the plan, satisfaction by the Ryan White participants, adherence to Ryan White 
Policies and Procedures, and/or adequacy of the provider network. 
 
2.9 
REPORTING REQUIREMENTS 
 
2.9.1 
Reports listed below are due by the 15th calendar day following the reporting period and 
will be County specific: 
 
2.9.1.1 Monthly number of claims received and/or processed. 
2.9.1.2 Monthly summary report by benefit year to include number of claims processed, 
claims payment, number of members, administrative fees paid and total paid 
(claims +admin) 
 
2.9.2 
Any other reports required by the County shall be delivered within a reasonable timeframe 
upon request. 
 
2.10 
AUDIT REQUIRMENTS 
 
2.10.1 
The County reserves the right to audit the contractor’s claims processing, payments, and 
participant records, with a two-week notice. 
 
2.10.2 
The contractor, by submitting a proposal in response to this RFP, acknowledges the 
County’s right to select the auditors, and further agrees to cooperate fully with such 
auditors and waive any and all fees associated with providing access to the County’s claim 
records, including use of the contractor’s staff time to assist in the audit without additional 
cost to the County. The audits may include, but not be limited to: 
 
2.10.2.1 
Determinations of any mathematical errors in computation  
 
2.10.2.2 
Determinations that eligible insured’s have had claims honored 
 
2.10.2.3 
Review of dental charges per service 
 
2.10.2.4 
Review of turnaround time in claim processing

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2.10.2.5 
Review of in-network claims payments 
 
2.10.2.6 
Review of claim denials and responses to claim appeals 
 
2.10.2.7 
Review of claims approved against covered benefits in accordance with 
the plan 
 
2.10.3 
Contractor shall conduct an initial audit for the purpose of assessing system set-up within 
the first 90 days of the plan and provide a report to County within 30 calendar days 
following the audit. 
 
2.10.4 
County conducts an annual site visit to assess federal compliance. The contractor is 
required to provide Explanation of Benefits (EOBs) upon request, based on a list of client 
names and dates of service, within 14 business days as supporting documentation for this 
audit. 
 
2.10.5 
The audits may be conducted during the plan period and/or upon completion of the plan 
period and/or following submission of the final plan report by the contractor, at the 
discretion of the County. 
 
2.10.6 
Additionally, the contractor may be requested to provide periodic eligibility lists or data 
files to the County, at no charge, in order to reconcile participant eligibility. 
 
2.10.7 
If, at any time, the County has a reasonable belief that it is being systematically 
overcharged or double-billed under the contract, or that any other significant accounting 
irregularities exist, the County may conduct or hire an outside agent to conduct an audit of 
the contractor’s books and records with respect to this contract. Such audit will be 
undertaken at contractor’s expense. 
 
2.10.8 
The contractor will conduct an annual System and Organization Controls report (SOC 1) 
and Statement on Standards for Attestation Engagements No. 18 (SSAE 18) audit of their 
claims processing system. The results of the audit and any corrective action plan will be 
provided to the County upon request. 
 
3.0 
PROCUREMENT REQUIREMENTS: 
 
3.1 
PERFORMANCE: 
 
It shall be the Contractor’s responsibility to meet the proposed performance requirements.  Maricopa 
County reserves the right to obtain services on the open market in the event the Contractor fails to 
perform, and any price differential will be charged against the Contractor. 
 
3.2 
SAFEGUARDING OF CLIENT INFORMATION: 
 
The use or disclosure by any party of any information concerning an eligible individual served under 
this Contract is directly limited to the performance of this Contract. 
 
3.3 
FINANCIAL STATUS:

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3.3.1 
All Respondents shall make available upon request a current audited financial statement, 
a current audited financial report, or a copy of a current federal income tax return 
prepared in accordance with Generally Accepted Accounting Principles or Standards. 
Failure or refusal to provide this information within five (5) business days after 
communication of the request by the County shall be sufficient grounds for the County to 
reject a response, and to declare a Respondent nonresponsive as that term is defined in 
the Maricopa County Procurement Code. 
 
3.3.2 
If a Respondent is currently involved in an ongoing bankruptcy as a debtor, or in a 
reorganization, liquidation, or dissolution proceeding, or if a Respondent or receiver has 
been appointed over all or a substantial portion of the property of the Respondent under 
federal bankruptcy law or any state insolvency law, the Respondent must provide the 
County with that information, which the County may consider that information during 
evaluation. The County reserves the right to take any action available to it if it discovers a 
failure to provide such information to the County in a response, including, but not limited 
to a determination that the Respondent be declared nonresponsive, and suspended or 
debarred, as those terms are defined in the Maricopa County Procurement Code. 
 
3.3.3 
By submitting a response to the Request for Proposal, the Respondent agrees that if, during 
the term of any Contract it has with the County, it becomes involved as a debtor in a 
bankruptcy proceeding or becomes involved in a reorganization, dissolution or liquidation 
proceeding, or if a Respondent or receiver is appointed over all or a substantial portion of 
the property of the Respondent under federal bankruptcy law or any state insolvency law, 
the Respondent will immediately provide the County with a written notice to that effect 
and will provide the County with any relevant information it requests to determine whether 
the  Respondent will be capable of meeting its obligations to the County. 
  
3.4 
CHANGES: 
 
3.4.1 
The Maricopa County Ryan White Part A Program, with cause, by written order, may make 
changes within the general scope of this Contract in any one or more of the following areas: 
 
3.4.1.1 Work Plan activities reflecting changes in the scope of services, funding source, 
or County regulations, 
  
3.4.1.2 Administrative requirements such as changes in reporting periods, frequency of 
reports, or report formats required by funding source or County regulations, 
policies or requirements, and/or, 
 
3.4.1.3 Contractor fee schedules, reimbursement methodologies and/or schedules and/or 
program budgets. 
 
3.4.2 
Examples of cause would include, but are not limited to non-compliance, under 
performance, service definition changes, reallocations or other directives approved by the 
Planning Council, or any other reason deemed necessary by the County. 
 
3.4.3 
Such order will not serve to increase or decrease the maximum reimbursable amount to be 
paid to the Contractor. Additionally, such order will not direct substantive changes in 
services to be rendered by the Contractor.

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3.4.4 
Any dispute or disagreement caused by such written order shall constitute a "Dispute" 
within the meaning of the Disputes Clause found within this Contract and shall be 
administered accordingly. 
 
3.4.5 
The Contractor shall retain the necessary administrative, professional, and technical 
personnel for operation of the program. 
 
3.5 
CULTURAL COMPETENCY: 
 
3.5.1 
The Contractor shall meet and comply with applicable standards of the federal Culturally 
and Linguistically Appropriate Services (CLAS) standards. The Contractor shall develop 
and implement organizational policies that comply with these standards. 
 
3.5.2 
The Contractor shall recognize linguistic subgroups and provide assistance in overcoming 
language barriers by the appropriate inclusion of American Sign Language and languages 
of clients accessing care. 
 
3.6 
CONTRACTOR EMPLOYEE MANAGEMENT: 
 
3.6.1 
Contractor shall endeavor to maintain the personnel proposed in their proposal throughout 
the performance of this Contract. In the event that Contractor personnel’s employment 
status changes, Contractor shall provide County a list of proposed candidates with 
equivalent experience. Under no circumstances is it acceptable for the implementation 
schedule to be impacted by a personnel change on the part of the Contractor. 
 
3.6.2 
Contractor shall not reassign any key personnel without the express consent of the County. 
 
3.6.3 
County reserves the right to immediately remove from its premises any Contractor 
personnel it determines is a risk to County operations.   
 
3.6.4 
County reserves the right to request the replacement of Contractor personnel at any time, 
for any reason.  
 
3.7 
COMPENSATION: 
 
3.7.1 
The County reserves the right to reallocate funding during the contract period so that the 
services provided and corresponding contract amount may be decreased or increased, via 
contract amendment, at the discretion of the County. 
 
3.7.2 
County will pay the Contractor on a monthly basis for approved services and fees in 
accordance with the reimbursement methodology determined by the County. 
 
3.7.3 
The total funds paid to the Contractor will be dependent upon the approved invoice 
according to the County. County does not guarantee a minimum payment to the Contractor. 
County will not reimburse for fee-for-service activities when an appointment is canceled 
either by the client or Contractor. 
 
3.7.4 
The Contractor understands and agrees to notify the County of any deviations or changes 
to any budget line of the current budget in place for this contract within 30 days of such 
change.

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3.7.5 
The Contractor shall be compensated for services provided only by the staff 
classifications/positions included/referenced in the current approved budget. 
 
3.7.6 
Unless specifically allowed and referenced elsewhere in this contract, all services are to be 
provided at approved Contractor sites and/or venues. Services provided at non-authorized 
locations or venues will not be reimbursed by the County. 
 
3.7.7 
The Contractor shall provide monthly financial and corresponding programmatic reports 
per the reporting schedule to the County. If the Contractor is not in compliance due to non-
performance, submission of reports after deadlines, insufficient back-up statements or 
improperly completed forms, the Contractor may not be reimbursed, or reimbursement may 
be delayed until program compliance issues and any other related financial consequences 
are resolved.  
 
3.8 
INVOICES AND PAYMENTS: 
 
3.8.1 
The Maricopa County Ryan White Part A Program requires that all invoices be submitted 
via its “Secure File Transfer System.” The Secure File Transfer System is a part of the 
electronic data system provided to the Contractor by the County. 
 
3.8.2 
The Contractor shall submit electronically to the County one (1) legible copy of their 
detailed monthly invoice before payment(s) can be made.  
 
3.8.3 
Contractor shall submit the invoice packet for services performed on or before the fifth 
(5th) calendar day following the month in which services were performed. 
 
3.8.4 
The invoice shall include the following: 
 
3.8.4.1 Full name of County (MCDPH) 
3.8.4.2 Group number  
3.8.4.3 Claims paid amount 
3.8.4.4 Administrative cost per member  
3.8.4.5 Balance due 
3.8.4.6 Billing period  
 
3.8.5 
Contractor shall provide a monthly report summarizing all claims. The County will use this 
report as part of its monthly review to handle Contractor billing. The report must include: 
 
3.8.5.1 Full name of member 
3.8.5.2 Subscriber number for each member 
3.8.5.3 Date of birth for each member 
3.8.5.4 Group Number 
3.8.5.5 Claim Number 
3.8.5.6 Claim Paid Amount 
3.8.5.7 Dental Provider Information 
 
3.8.6 
Problems regarding billing or invoicing shall be directed to the using agency as listed on 
the Purchase Order.

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3.8.7 
Payment shall be made to the Contractor by Accounts Payable through the Maricopa 
County Vendor Express Payment Program. This is an Electronic Funds Transfer (EFT) 
process. After Contract Award the Contractor shall complete and/or update their Vendor 
registration located on the County Department of Finance Vendor Registration Web Site 
(https://azdom-vss-ext.hostams.com/PRDVSS2X1/Advantage4) 
 
3.8.8 
EFT payments to the routing and account numbers designated by the Contractor will 
include the details on the specific invoices that the payment covers. The Contractor is 
required to discuss remittance delivery capabilities with their designated financial 
institution for access to those details. 
 
3.9 
APPLICABLE TAXES: 
 
3.9.1 
Payment of Taxes: The Contractor shall pay all applicable taxes. With respect to any 
installation labor on items that are not attached to real property performed by Contractor 
under the terms of this Contract, the installation labor cost and the gross receipts for 
materials provided shall be listed separately on the Contractor’s invoices. 
 
3.9.2 
State and Local Transaction Privilege Taxes: To the extent any State and local transaction 
privilege taxes apply to sales made under the terms of this contract it is the responsibility 
of the seller to collect and remit all applicable taxes to the proper taxing jurisdiction of 
authority. 
 
3.9.3 
Tax Indemnification: Contractor and all subcontractors shall pay all Federal, State, and 
local taxes applicable to its operation and any persons employed by the Contractor. 
Contractor shall, and require all subcontractors to hold Maricopa County harmless from 
any responsibility for taxes, damages and interest, if applicable, contributions required 
under Federal, and/or State and local laws and regulations, and any other costs including 
transaction privilege taxes, unemployment compensation insurance, Social Security, and 
Worker’s Compensation. 
 
3.10 
TAX (SERVICES): 
 
No tax shall be invoiced or paid against Contractor’s labor. It is the responsibility of the Contractor 
to determine any and all applicable taxes and include the cost in the proposal price. 
 
3.11 
METHOD OF PAYMENT: 
 
3.11.1 
Subject to the availability of funds, County will, within thirty (30) business days from the 
date of receipt of the documents enumerated herein, process and remit to the Contractor a 
warrant for payment up to the maximum total allowable for services provided or work 
performed during the previous month. Payment may be delayed or reduced if invoices are 
in non-compliance due to late submission, improperly completed or missing 
documentation/information or for other contract non-compliance occurring in the related 
grant year. Other non-compliance issues that may delay payments can be related to any 
contractual issue and may not necessarily be related to the bill itself. Should County make 
a disallowance in the claim, the claim shall be processed for the reduced amount. If the 
Contractor protests the amount or the reason for a disallowance, the protest shall be 
construed as a dispute.

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3.11.2 
Payments made by County to the Contractor are conditioned upon the timely receipt of 
applicable, accurate and complete invoice reports and forms submitted by the Contractor. 
All monthly invoices must be supported by auditable documentation, which is determined 
to be sufficient, competent evidential matter defined by the County.  
 
3.12 
CONTRACT COMPLIANCE MONITORING: 
 
3.12.1 
County shall monitor the Contractor's compliance with, and performance under, the terms 
and conditions of this Contract. On-site visits for contract compliance monitoring may be 
made by County and/or its grantor agencies at any time during the Contractor's normal 
business hours, announced or unannounced. The Contractor shall make available for 
inspection and/or copying by County, all records and accounts relating to the work 
performed or the services provided under this Contract, or for similar work and/or service 
provided under other grants and contracts. 
 
3.12.2 
Contractor shall follow and comply with all related corrective action plans and 
requirements of site visits and subsequent audits conducted by County and its 
representatives. When monetary penalties are imposed or unallowable costs determined, 
the County will define how repayment will be made to the County. This may include 
decreasing or withholding the Contractor’s monthly billing or requiring payment to the 
County. 
 
3.13 
RESTRICTIONS ON USE OF FUNDS: 
 
3.13.1 
The Contractor shall not utilize funds made available under this Contract to make payments 
for any item or service to the extent that payment has been made, or can reasonably be 
expected to be made, with respect to that item or service: 
 
3.13.1.1  Under any State compensation program, under any insurance policy, or under any 
Federal, State, or county health benefits program; or 
 
3.13.1.2 By an entity that provides health services on a prepaid basis. 
 
3.13.2 
Funds shall not be used to purchase or improve (other than minor remodeling) any building 
or other facility, or to make cash payments to intended recipients of services as referenced 
in the A.R.S. § 41-2591, R2-7-701 and Code of Federal Regulations, Chapter 1, Subchapter 
e., Part 31, and Public Health Service Grants Policy Statement.  
 
3.13.3 
The federal Office of General Counsel and County emphasize that Ryan White Act funds 
may only support HIV-related needs of eligible individuals. All activities and expenditures 
must reflect an explicit connection between any service supported with Ryan White Act 
funds and the intended recipient’s HIV status. 
 
3.13.4 
Contractor is not authorized to provide services anonymously, unless specifically approved 
for the service category in which the Contractor is providing services. All services must 
only be provided to documented eligible clients as defined in this contract. 
 
3.13.5 
Ryan White funds shall not be used to finance the services of lobbyists, fundraisers, or 
grant/proposal writers, nor for any activities related to lobbying, fundraising, or the 
preparation of grant or contract proposals.

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3.13.6 
The Ryan White Act limits the administrative expenses to not more than 10% of the total 
grant award. The Act defines allowable “administrative activities” to include: 
 
3.13.6.1 Usual and recognized overhead, including established indirect rates for agencies; 
 
3.13.6.2 Management and oversight of specific programs funded under this title; and 
 
3.13.6.3 Other types of program support such as quality assurance, quality control, and 
related activities. 
 
3.14 
IMPROPRIETIES AND FRAUD: 
 
3.14.1 
The Contractor shall notify the Ryan White Part A Program in writing of any actual or 
suspected incidences of improprieties involving the expenditure of CARE Act funds or 
delivery of services. This will include when potential or current clients receive services, 
or attempt to receive services, for which they are ineligible. Notification is also required 
whenever acts of indiscretion are committed by employees that may be unlawful or in 
violation of this contract. Notification to the Ryan White Part A Program shall occur in 
writing within 24 hours of detection. 
 
3.14.2 
The Federal Department of HHS Inspector General maintains a toll-free hotline for 
receiving information concerning fraud, waste, or abuse under grants and cooperative 
agreements. Such reports are kept confidential, and callers may decline to give their names 
if they choose to remain anonymous. 
 
Office of Inspector General 
TIPS HOTLINE 
P. O. Box 23489 
Washington, D. C. 20026 
Telephone: 1-800-447-8477 (1-880-HHS-TIPS) 
 
3.14.3 
The Contractor shall be responsible for any loss of funds due to mismanagement, misuse, 
and/or theft of such funds by agents, servants and/or employees of the Contractor. 
 
3.15 
CLIENT CONFIDENTIALITY: 
 
3.15.1 
The Contractor understands and agrees that this Contract is subject to all State and Federal 
laws protecting client confidentiality of medical, behavioral health, and drug treatment 
information. 
 
3.15.2 
The Contractor shall establish and maintain written procedures and controls that ensure the 
confidentiality of client medical information and records. 
 
3.15.3 
The Contractor shall maintain and document employee and direct service provider training 
on their organization’s policies and procedures related to client confidentiality. 
 
3.15.4 
In accordance with Section 318 (e)(5) of the Public Health Service Act [42 U.S.C. 
247c(e)(5)], no information obtained in connection with the examination, care or services 
provided to any individual under any program which is being carried out with Federal

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monies shall, without such individual’s consent, be disclosed except as may be necessary 
to provide services to such individual or as may be required by laws of the State of Arizona 
or its political subdivisions. Information derived from any such program may be disclosed 
(a) in summary, statistical, or other form, or (b) for clinical research purposes, but only if 
the identity of the individuals diagnosed or provided care under such program is not 
disclosed. The Contractor shall comply with the provisions of A.R.S. § 36-663 concerning 
HIV-related testing; restrictions; exceptions and A.R.S. § 36-664 concerning 
confidentiality; exceptions, in providing services under this Contract. 
 
3.15.5 
Confidential communicable disease related information may only be disclosed as permitted 
by law, and only consistent with the current Arizona Ryan White Parts A, B and ADAP 
Eligibility Policies. 
 
3.16 
STRATEGIC ALLIANCE for VOLUME EXPENDITURES ($AVE): 
 
The County is a member of the $AVE cooperative purchasing group.  $AVE includes the State of 
Arizona, many Phoenix metropolitan area municipalities, and many K-12 unified school districts.  
Under the $AVE Cooperative Purchasing Agreement, and with the concurrence of the successful 
Respondent under this solicitation, a member of $AVE may access a contract resulting from a 
solicitation issued by the County.  If you do not want to grant such access to a member of $AVE, 
please so state in your proposal.  In the absence of a statement to the contrary, the County will 
assume that you do wish to grant access to any contract that may result from this Request for 
Proposal. 
 
3.17 
INTERGOVERNMENTAL COOPERATIVE PURCHASING AGREEMENTS (ICPA’s): 
 
County currently holds ICPA’s with numerous governmental entities.  These agreements allow 
those entities, with the approval of the Contractor, to purchase their requirements under the terms 
and conditions of the County Contract.  It is the responsibility of the non-County government entity 
to perform its own due diligence on the acceptability of the Contract under its procurement rules, 
processes, and procedures. 
 
3.18 
LAWS, RULES, AND REGULATIONS: 
 
The Contractor understands and agrees that this Contract is subject to all State and Federal laws, 
Rules, and regulations that pertain hereto. 
 
3.19 
POST AWARD MEETING: 
 
The Contractor may be required to attend a post-award meeting with the Department to discuss the 
terms and conditions of this Contract.  This meeting will be coordinated by the Procurement Officer of 
the Contract. 
 
3.20 
CONFIDENTIALITY: 
 
In the course of the solicitation process, the County may disclose information that is proprietary or 
confidential. By submitting a proposal to the solicitation, the offeror agrees that, except as necessary 
to prepare a response to this solicitation, neither it nor its agents or employees will communicate, 
divulge or disseminate to any third party-persons or entities, any information that is disclosed to it 
by the County during the course of these discussions without the express written authorization of

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the County.  If the offeror does disclose County proprietary or confidential information to a third 
party in preparing a response to this solicitation, it shall require the third party to acknowledge and 
comply with this provision. 
 
3.21 
PUBLIC RECORDS: 
 
Under Arizona law, all Offers submitted and opened are public records and must be retained by the 
Records Manager at the Office of Procurement Services. Offers shall be open to public inspection 
and copying after Contract award and execution, except for such Offers or sections thereof 
determined to contain proprietary or confidential information by the Office of Procurement Services. 
If an Offeror believes that information in its Offer or any resulting Contract should not be released 
in response to a public record request under Arizona law, the Offeror shall indicate the specific 
information deemed confidential or proprietary and submit a statement with its offer detailing the 
reasons that the information should not be disclosed.  Such reasons shall include the specific harm 
or prejudice which may arise from disclosure. The Records Manager of the Office of Procurement 
Services shall determine whether the identified information is confidential pursuant to the Maricopa 
County Procurement Code. 
 
3.22 
INFLUENCE: 
 
As prescribed in MC1-1203 of the Maricopa County Procurement Code, any effort to influence an 
employee or agent to breach the Maricopa County Ethical Code of Conduct or any ethical conduct, 
may be grounds for Disbarment or Suspension under MC1-902.   
 
An attempt to influence includes, but is not limited to: 
 
3.22.1 
A Person offering or providing a gratuity, gift, tip, present, donation, money, entertainment 
or educational passes or tickets, or any type of valuable contribution or subsidy, 
 
3.22.2 
That is offered or given with the intent to influence a decision, obtain a contract, garner 
favorable treatment, or gain favorable consideration of any kind. 
 
If a Person attempts to influence any employee or agent of Maricopa County, the Chief Procurement 
Officer, or his designee, reserves the right to seek any remedy provided by the Maricopa County 
Procurement Code, any remedy in equity or in the law, or any remedy provided by this contract.   
ABSOLUTELY NO CONTACT BETWEEN THE RESPONDENT AND ANY COUNTY 
PERSONNEL, OTHER THAN THE OFFICE OF PROCUREMENT SERVICES, IS ALLOWED 
DURING THE SOLICITATION PROCESS UNLESS THE COMMUNICATION IS IN REGARD 
TO PRE-EXISTING BUSINESS WITH THE COUNTY. ANY COMMUNICATIONS 
REGARDING THE SOLICITATION, ITS PARTICIPANTS OR ANY DOCUMENTATION 
PRIOR TO THE CONTRACT AWARD MAY BE GROUNDS FOR DISMISSAL OF THE 
RESPONDENT FROM THE EVALUATION PROCESS.

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Delta Dental of Arizona Provider Directory 12-2024 
Delta Dental of 
Arizona Provider Dir 
Delta Dental PPO & Premier Network – Maricopa and Pinal Counties 
Delta Dental PPO & 
Premier Network_Ma

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EXHIBIT C 
QUESTIONNAIRE 
Instructions: 
1. Complete each item thoroughly and in the order presented.
2. It is acceptable to reference readily accessible backup materials (e.g., plan documents,
reports, charts, etc.).
3. Incomplete or inaccurate responses may result in points being deducted from your
proposal score.
4. In your response, clearly state the question and provide the answer directly below it.
1.
Ownership
1.1.
Who is the owner (sponsor) of the plan? 
Delta Dental of Arizona. 
1.2. 
Are there plans to merge, sell, or change your organization structure? 
No, Delta Dental of Arizona has no predetermined arrangements to market or 
modify our organizational structure.  
1.3. 
If changes are planned, please explain. 
Not applicable. 
1.4. 
Provide your two most recent audited financial reports, including a Balance Sheet, 
Income Statement, and Auditor's notes. 
Delta Dental of Arizona’s Consolidated Financial Statement for years ending  2022 
and 2023 have been attached under Tab 4 – Qualifications – Financial Reports of our 
proposal response.  
2.
Account Management
2.1. 
Please provide biographies of the account manager and team members who will interact 
with Maricopa County’s Ryan White staff. 
Ann Coupland, Account Executive III, will be assigned as the Delta Dental of 
Arizona dedicated Account Executive to the Maricopa County Department of Public 
Health (MCDPH) account.  
Ann joined Delta Dental of Arizona in 1990 & is responsible for the management 
and dedicated service to some of Delta Dental of Arizona’s premium clients,  
including her current service on the MCDPH account.   
Ann works directly with account administrators and the broker community by 
establishing a single point of contact that fosters and cultivates the Delta Dental 
relationship with our clients.  
She closely monitors plan performance reviews market trend analysis and 
strategizes with internal partners on plan designs, network savings, cost utilization 
and meets with clients on a regular basis presenting results of said analysis. 
Additionally, Ann is the point of contact for escalated account issues, billing-claims-
eligibility issues, enrollment meetings, service reporting, account management 
meetings with clients, updating tracking logs and ensuring the clients’ performance 
expectations and needs are being met.

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Ann’s biography, along with DDAZ Key Staff & Expertise and DDAZ Organization 
Chart have been attached under Tab 4 – Qualifications of our proposal response. 
3. Technology 
3.1. 
What is the name of your dental claims payor system? 
Delta Dental of Michigan Roosevelt System. 
 
3.2. 
Is your system fully integrated? Please provide a schematic. 
Yes,  our system is fully integrated.  A Visio diagram of our claim’s processing 
module has been attached under TAB 8 - Questionnaire – SOC Reports & System 
Schematic of our proposal response.  
 
3.3. 
Are there planned revisions to your claims systems? If so, what is the timeline? 
No, there are no plans for system conversion or revisions. 
  
3.4. 
What initiatives ensure your claims system is HIPAA compliant? 
Delta Dental of Arizona is compliant with HIPAA Privacy Standards, HIPAA 
Security Regulations, and the HITECH amendments to HIPAA. We have policies 
and procedures in place to ensure the confidentiality of protected health 
information (PHI) or other sensitive data. We review these policies and procedures 
yearly to ensure that they remain HIPAA-compliant. We perform risk assessments 
on an annual basis, with an external vendor conducting the assessment every third 
year. Any identified risks are communicated via our Enterprise Risk Management 
program to executive management and the Board of Directors.  
 
We follow industry-standard practices to deploy administrative, technical, and 
physical controls for optimum data protection while our organization also has 
SOC1, SOC2 and HITRUST certifications.  
 
A copy of Delta Dental of Arizona’s Statement of Compliance with HIPAA Privacy 
& Security Standards has been attached under TAB 8 - Questionnaire – SOC Reports 
& System Schematic of our proposal response. 
 
3.5. 
Do you have a SAS 70 audit of your claims payment system? How often is it conducted? 
What were the latest results? 
Yes, Delta Dental of Arizona performs SAS audits annually. The most current 
system audit has been attached to this proposal response under TAB 8 - 
Questionnaire – SOC Reports & System Schematic of our proposal response. 
 
4. Customer Service 
4.1. 
Where is your customer service center located? 
14850 N Scottsdale Rd #400 Scottsdale, AZ 85254 
 
4.2. 
What are the hours of operation? 
Delta Dental of Arizona’s hours of operations are as follows: 
Monday through Thursday: 7:30 am to 5:00 pm  
Friday 7:30 am to 4:30 pm 
Saturday and Sunday: Closed 
Website and IVR/VRU are available 24 hours, 7 days a week 
4.3. 
What is the staffing ratio of customer service representatives to members? 
Delta Dental of Arizona’s customer service representative to member staffing ratio 
is 1:30,000.

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4.4. 
How are non-English speaking members assisted? 
Delta Dental of Arizona employs bilingual Customer Service & Claim 
Representatives; members can be assisted in Spanish by selecting the Spanish option 
on our  Interactive Voice Response (IVR) system; this option will direct the  
member to a Delta Dental of Arizona bilingual Customer Service representative or 
utilize our IVR tools in Spanish. 
 
4.5. 
Will you provide a dedicated customer service team for the Ryan White plan? 
No; Delta Dental of Arizona’s customer service/claims methodology does not include 
the assignment of client-specific units. More efficient and broader service is 
delivered by routing customer interactions to the first available qualified 
representative. This process results in a quicker response time and more productive 
customer service experience. All customer service and claims personnel are cross-
trained, allowing them to manage customer service calls and adjust claims. 
 
5. Billing Process 
5.1. 
Describe your billing process, including frequency, due dates, penalties and system for 
claims reimbursement. 
Delta Dental of Arizona issues a premium statement monthly for the following 
month’s coverage. Fully Insured Premium payment is due by the first of the month 
and ASO Fees are due by the tenth day of the month, for which the billing is issued. 
Premium is due in full upon due date. Billing adjustments will appear in the Client’s 
next month’s billing statement. 
Failure to pay can result in the group being placed on hold (claims payments) for that 
month. Group coverage will be cancelled forty-five (45) days after the hold is institute 
unless payment is received in full. 
 
Retroactive changes may be requested up to sixty (60) days from the date of the most 
current billing. Any retroactive changes beyond sixty (60) days must include written 
documentation and are reviewed for consideration. 
 
Delta Dental does not charge interest penalties.  
 
5.2. 
Provide a sample monthly invoice. 
Sample invoices for both fully insured and administrative services only (ASO) have 
been attached under TAB 8 – Questionnaire - Sample Billing Statements of our 
proposal response.  
6. Benefit Provisions 
6.1. 
Do you offer pre-determination of benefits, and is it mandatory? 
Yes, Delta Dental of Arizona does offer pre-determination of benefits, however pre-
determination is not mandatory. Delta Dental of Arizona does recommend pre-
determination of benefits for services potentially exceeding $250.  
 
6.2. 
Describe the pre-determination of benefits process. 
In advance of services performed, the member would need to request an estimate or 
pre-determination of benefits from their treating dentist. The dentist will submit the 
pre-determination claim form, along with supporting documentation (i.e., x-rays or 
narration of treatment plan) to Delta Dental of Arizona. Upon receipt of the pre-
determination request, Delta Dental of Arizona’s dental consultant will review the 
information provided and send an estimate of the specific treatment to the member

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and the dentist. The estimate considers the member’s eligibility, plan maximums, 
co-insurance, and other plan specific information. A copy of the pre-determination 
is maintained in the history of the members’ claims. 
 
6.3. 
Describe any benefit exclusions or limitations in your program. If so, can MCDPH 
override these exclusions or limitations? 
In lieu of responding with an extensive list of our standard limitations & exclusions 
in this space, we have provided an attachment to our proposal response that outlines 
our Delta Dental of Arizona Standard Benefit Limitations & Exclusions. This 
attachment can be found under Tab 3 - Proposal of our proposal response.  
 
The proposed benefits may differ from our standard benefit limitations & 
exclusions, please review the proposal documents included with our submitted 
response for proposed benefit limitations & exclusions.  
 
6.4. 
Does your plan charge for a dentist’s sterilization fee?  
No; Delta Dental of Arizona does not charge for a sterilization fee.  
6.5. 
Do you have an online tool where the MCDPH can review the benefit set up? 
Delta Dental of Arizona has available a Benefit Manager Toolkit (BMT). The BMT 
allows the client access to the following information: 
• 
Validating plan benefits 
• 
Validating member coverage 
• 
Process member enrollment adjustment for the current invoice period 
• 
Print member ID card 
• 
Member listing in the current invoice period 
 
6.6. 
Explain continuity of care arrangements for procedures started but not completed at the 
beginning and end of the contract. 
Delta Dental of Arizona accepts takeover business on a non-loss/no-gain basis. 
Expenses incurred in connection with any dental procedure started prior to the 
enrollee's eligibility with Delta Dental of Arizona are the responsibility of the 
previous carrier.  
 
Benefits for multi-stage procedures are available for completed services as 
determined by the date of the preparation except for dentures, partial & relines for 
those are available as the date of delivery. 
 
Upon cancellation of the contract, benefits will not be paid for services provided 
after coverage ends, including pre-determined services, except for multiple 
appointment procedures with a date of service before the termination of coverage 
which were completed within thirty (30) days from the date your coverage ended. 
Such benefits will be subject to all conditions specified in This Contract. 
7. Implementation/Enrollments 
7.1. 
Will you provide a copy of your Service Agreement/contract for MCDPH to sign? 
Yes, Delta Dental of Arizona can provide our Dental Service Agreement; however, 
Delta Dental of Arizona accepts & agrees that if awarded this MCDPH PH RFP 
250050, we would be required to sign the PH RFP 250050 MCDPH - Ryan White 
Part A Dental Insurance Services Contract.

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7.2. 
Provide a detailed implementation work plan with timelines for a March 1, 2025, 
effective date. 
Delta Dental of Arizona has provied an Implementation Project Plan unde Tab 8 - 
Questionnaire – Implementation Plan of our proposal reponse.  
Upon award of the contract, Delta Dental of Arizona will work collaboratively 
with MCDPH to: 
• 
Establish the sold plan, scope of work and expectations 
• 
Schedule any required meetings to establish a timeline and schedule any 
additional recurring  meetings that may include, but are not limited to: 
o Overall Implementation – Review implementation items at a high level. 
These calls will start immediately and continue as needed. 
o Benefit Review – Review agreed upon sold benefits. 
o Contract – Review the MCDPH – Ryan White Part A Dental Service 
Agreement for signature. 
o Communications and Member Materials – Discuss the agreed upon 
and offered member documents, dedicated landing page, and any other 
communication deliverables.  
o Enrollment – Discuss enrollment meeting(s) schedule & requirements. 
Discuss  enrollment file, enrollment forms and any other method of 
providing enrollment details to Delta Dental of Arizona. Timelines and 
testing of the enrollment file feeds will also be discussed.  
o Finance and Billing – Discuss the agreed upon billing arrangement and 
deliverables from DDAZ to MCDPH. 
 
7.3. 
How will you communicate the new plan to members? Provide sample materials. 
Delta Dental of Arizona leverages postal & digital tools for communicating with 
members. Communications can be mailed to members’ home addresses or emailed 
to members who have provided email addresses; we can post messaging on DDAZ & 
MCDPH websites, and messages in our Member Portal. Delta Dental of Arizona will 
work with MCDPH to accommodate your communication preferences. 
 
7.4. 
Indicate any additional implementation costs not already included in your fees. 
Delta Dental of Arizona does not charge implementation fees. 
 
7.5. 
Confirm that the cost of printing and distributing communication materials is included in 
your quoted rates. 
Yes, printing and distribution costs are considered in Delta Dental of Arizona’s 
proposed fees. 
 
7.6. 
Will you provide a representative for initial implementation, technical assistance and 
ongoing service?   
Yes, Ann Coupland, Account Executive III, will serve as the primary contact for 
MCDPH-Ryan White Part A Dental Plan. Ann has over 40 years of industry 
experience with 34 of those years at Delta Dental of Arizona. Ann has collaborated 
with multiple school districts, college districts, unions, municipalities, counties, 
including the State of Arizona and Maricopa County. Ann has a vast knowledge of 
how public entities operate and the need to provide quality benefits under 
budgetary constraints.  
 
Ann will work closely with the MCDPH, monitoring the plan performance, 
reviewing market trend analysis, and strategizing with internal partners on plan

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designs, network savings, cost utilization, and stay in contact with the MCDPH on a 
regular basis, presenting results of these reviews and analysis.  
 
Additionally, Ann will oversee escalated account issues, billing-claims-eligibility 
issues, enrollment meetings, and service reporting, ensuring the County’s 
performance expectations and needs are being  
 
Ann Coupland’s resume/bio and Delta Dental of Arizona Key Personnel bios have 
been provided under TAB 4 – Qualifications of our proposal response. 
8. References 
8.1. 
How many employer groups (public and private) and members are currently enrolled in 
Arizona?  
As of the date of this proposal response, Delta Dental of Arizona has over 3,600 
contracted employer plans with over 445,000 enrolled subscribers (not including 
dependent enrollments). 
 
8.2. 
Provide references of at least five current Arizona clients. Include the number of covered 
members, length of time they have been contracted, and a contract name and phone 
number. 
Delta Dental of Arizona Active Client References with requested details have been 
attached under the Tab 8 - Questionnaire – References of our proposal response.  
 
8.3. 
Provide a list of employer groups who have terminated within the last 2 years.  
Delta Dental of Arizona has had no client terminations that match the plan funding 
& employer size of MCDPH.  
 
9. Performance Guarantees 
9.1. 
Are you willing to negotiate performance guarantees?  
Yes, Delta Dental of Arizona is willing to negotiate performance guarantees for the 
MCDPH-Ryan White Part A Dental plan.  
 
9.2. 
Provide a copy of your standard performance agreement, if any. 
Yes, Delta Dental of Arizona’s standard Self-Funded Performance Guarantees have 
been attached under TAB 3 – Proposal of our proposal response.  
 
9.3. 
Are you willing to deviate from the standard performance agreement? 
Yes, Delta Dental of Arizona is proposing our standard performance guarantees. 
We are willing to negotiate a deviation from our standard self-funded performance 
guarantees to meet mutually agreeable performance standards. 
10. Network 
10.1. 
Provide an overview of your network, including operational areas and provider 
availability. 
The Delta Dental PPO plus Premier plan is unique because it pairs a standard PPO 
network with our extensive Premier network. Having these dual networks protects 
and provides a safety net for employees using dentists outside the more limited PPO 
network, while also providing the largest network based dental coverage. This 
distinctive plan also enables most employees who currently see a non-PPO dentist to 
receive savings and contain their costs because the no-balance billing policy applies 
when they use a Delta Dental Premier dentist. While members save the most when 
they utilize a dentist from the discounted PPO network, they will still save money 
when they go outside that network and see a Delta Dental Premier dentist. This

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results in lower expenses for the total dental plan for the account paying the claims 
as well as the member paying co-insurance. 
 
Delta Dental of Arizona’s provider network is operational in the state of Arizona and 
all United States including Puerto Rico & Virgin Isles.  
 
10.2. 
How do you handle network gaps, and what are your criteria for provider selection? 
Delta Dental of Arizona’s Professional Relations and Sales teams monitor network 
penetration statewide and proactively address access to care issues with clients and 
providers in affected areas.  
 
Upon contact by MCDPH or an MCDCPH member, Delta Dental of Arizona would 
assign our Provider Relations staff to take appropriate steps to contact and recruit 
non-participating providers in the specified area; however, it is no guarantee that 
providers will contract with Delta Dental. 
10.3. 
What is your provider to member ratio in Maricopa and Pinal Counties? 
In Maricopa County, there is an estimated 69.8 patients per dentist. 
In Pinal County, there are an estimated 53 patients per dentist. 
 
10.4. 
Do you have providers available in the event of an emergency, after hours and on 
weekends? 
Delta Dental of Arizona’s provider network is a ‘freedom-of-choice’ network, 
allowing members to visit any provider anywhere and at any time. As such, we do 
not oversee provider’s offices’ business hours; however most dental offices have 
their business hours posted for patient convenience.  
 
10.5. 
Provide a listing of dentists (by specialty) currently under contract in Maricopa and Pinal 
Counties 
Excel listing of Delta Dental participating providers within the  Maricopa & Pinal 
Counties has been attached under TAB 8 – Questionnaire – Provider Directory & 
Listings of our proposal response. Additionally,  we have provided a current 
Arizona provider directory.  
 
10.6. 
Describe your willingness to target particular non-contracting providers upon request 
from the MCDPH. 
Yes, Delta Dental of Arizona will assist  MCDPH & their members in recruiting 
targeted providers, however, we cannot guarantee that providers will contract with 
Delta Dental.  
 
10.7. 
Describe how your firm would handle a case where a network provider refuses to give 
agreed-upon discounts or attempts to balance bill. 
If a participating member is unable to resolve a balance billing issue with a 
participating Delta Dental provider, they should contact Delta Dental of Arizona’s 
Customer Service. A Customer Service Representative will review the claim(s) with 
the member to ensure the claim was processed appropriately and accurately. On 
behalf of the member the Customer Service Representative will contact the dental 
office and review the claim(s) and contractual requirements. If our Customer 
Service Representative is unable to find a resolution with the provider’s office, Delta 
Dental of Arizona’s claims processing system is capable of withholding claim dollars 
from future claims. Additionally, Delta Dental will involuntarily terminate the 
provider’s contract for billing irregularities and contract violations.

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10.8. 
Describe the provider appeal process for network disputes. 
Delta Dental of Arizona (DDAZ) has provided below its standard appeal processes 
for self-insured denied services or claims. This respective process is compliant with 
the Arizona and federal law governing appeals.  
A member or provider may appeal a denied service or claim if: 
• 
The member has coverage with DDAZ. 
• 
Delta Dental denied the member’s request for a covered service or claim. 
• 
The member or member’s treating provider asks for reconsideration within 
two (2) years of the initial denial by calling, writing, or faxing the request to: 
Appeals and Grievances Department, Delta Dental of Arizona, 14850 N 
Scottsdale Rd #400 Scottsdale AZ 85254, Phone 602-588-3925, Fax: 602-548-
5089. DDAZ’s Appeals and Grievance Supervisor is the designated contact 
for members. 
Self-Insured Appeals Process 
Delta Dental of Arizona (DDAZ) offers self-insured members a formal appeal 
following a claim or service adjudication resulting in denial. Upon receipt of a timely 
filed appeal, DDAZ reviews the initial claim or service decision and any additional 
documentation or information provided by the member, provider, or authorized 
representative. Cases involving medical judgment will be reviewed by a dental 
consultant DDAZ reviews the documentation and makes the determination to uphold 
or reverse the initial decision. 
• 
Self-funded Formal Appeals Process: 
o DDAZ acknowledges receipt of the appeal request to the member and 
treating provider within 5 business days after receiving the request. 
o DDAZ will determine whether to modify the claim decision and 
authorize the requested service or pay all or part of the claim.  
o DDAZ is required to make its appeal determination within 30 days of 
receipt of necessary documentation from the provider.  
o If the appeal results in the upholding of the initial service or claim 
denial, DDAZ will advise the member and provide information on 
additional voluntary alternative dispute resolution (ADR) options 
through the US Department of Labor. 
 
10.9. 
Describe a terminating dentist’s obligation for treatment in-process. 
Any multi-stage/appointment procedure must be completed as treatment in progress, 
i.e.: crown prep / delivery, multi state root canal, denture fabrication, etc.  
  
10.10. 
In what way and how often do you inform plan members of changes in your provider 
network? 
Delta Dental of Arizona does not initiate communication with members to inform 
them of provider status updates. Members have access to locate a participating 
provider via Delta Dental of Arizona’s website; Provider Directories are also 
available for download from our website. 
 
Provider information is updated in real-time on our website and provider 
directories are updated monthly.  
 
10.11. 
What are your requirements of the contracted general dentists when requesting 
authorization from your company, before they can refer a patient to a specialist? 
Delta Dental of Arizona’s provider network is a ‘freedom-of-choice’ network, 
allowing members to visit any provider anywhere and at any time. Members do not 
require a referral to visit a specialist.

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10.12. 
Describe how you monitor quality patient care with your providers, and how often is this 
done? 
The procedure used to monitor quality care includes an internal audit process, 
dental office audits (contract compliance reviews) and post utilization modeling and 
profiling. Delta Dental of Arizona’s modeling examines procedure code frequency 
within specialties to determine utilization outliers. All contracted dentists are 
subject to this review and the codes under review vary according to the overall 
frequency of utilization. Delta Dental of Arizona staff, in conjunction with a dental 
consultant, reviews the data to make clinical determinations. If the process detects a 
fraud and abuse situation, a fraud notification intake form will be completed and 
forwarded to the Arizona Department of Insurance. The dentist will then be 
assigned a case number and will be referred to Delta Dental of Arizona’s Executive 
Review for a recommendation to terminate membership in Delta Dental of Arizona. 
The Executive Review team will forward its recommendation to the Dental Policy 
Committee of the Delta Dental of Arizona Board of Directors for a final decision. 
11. Claims Processing 
11.1. 
What is your targeted turnaround time for processing claims? 
Delta Dental targeted turn around time is 15 calendar days.  
 
11.2. 
Describe your procedures for fraud prevention and claim inquiries. 
Delta Dental of Arizona, in partnership with third-party vendors, analyzes data 
analytics for various metrics covering overuse, upcoding and fraud/waste/abuse 
prevention. We look at multiple data points over multiple years of service 
performed by network providers to identify dentist practice patterns. We use this 
information to proactively address trends, concerns or issues with specific providers 
and their practice(s). 
 
Our Professional Relations team uses a Provider Action Report (PAR) to measure 
provider performance with a variety of metrics, including quality standards derived 
by the Dental Quality Alliance (DQA), and target outreach to providers with the 
greatest opportunities for improvement. The team also uses multiple tools to identify 
provider outliers whose practice patterns show an increased risk for overuse and 
upcoding and proactively address concerns with affected providers through training 
and education. In addition, each Delta Dental of Arizona network dentist is required 
to undergo a contract compliance review once every 3 years.  
 
Investigative methods employed during these on-site audits include, but are not 
limited to, cross-checking patient histories to identify treatment(s) that fall outside 
the scope of the client’s contract; analyzing utilization reports that compare dentists 
to their peers and identify potentially variant dental practice patterns; and 
monitoring pre-negotiated fees through the claims processing system. Pending the 
results of the review, providers may be required to issue refunds to members, 
receive additional training and/or be put on probationary status requiring ongoing 
claims reviews. Delta Dental of Arizona reports evidence of fraud and abuse as 
required by state and federal regulations and may remove dentists from the 
network who intentionally engage in such behavior. 
 
In addition to our Provider Relations Team, we have a team of licensed dental 
consultants (general dentists and specialists) who evaluate and provide clinical 
reviews of approximately 2% of claims annually.  
During the initial determination of the claim, the system places a flag on the claim if 
varying logic mismatch is detected or manual intervention is required. Flagged

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claims are routed to Claim Processors for evaluation and may be escalated to our 
licensed dental consultants for review. The assigned dental consultant will review 
and validate billed procedures for their clinical necessity and appropriateness 
unique to each patient’s treatment plan and individual needs. If necessary, specific 
benefit processing requests as outlined in the group dental contract are also 
considered when reviewing a claim. Dental consultants may request additional 
information from the treating provider. 
 
Members who believe they have been subjected to fraudulent billing or treatment 
should contact Delta Dental of Arizona Customer Service immediately to begin a 
preliminary investigation of the claim. The Customer Service unit will pass on 
documentation of the members’ claims to our Provider Relations team to open an 
investigation. Acknowledgement of the members’ complaint is responded to in 
writing within 5 business days. Most claim inquiries are resolved within 30 business 
days; however, investigations can take longer based on documentation requirements 
& provider cooperation.  
 
11.3. 
Your guidelines with respect to detection of and action on overcharges, unnecessary 
dental procedures, multiple procedures to the same tooth and other cost control programs 
you may utilize. What is the dental consultant’s role in reviewing these claims? 
Delta Dental of Arizona reviews for billing claim irregularities. Our multi-faceted 
fraud, waste and abuse program leverages various third-party IT healthcare and 
business intelligence tools to monitor provider practice patterns and identify outliers 
on key behavior metrics for unbundling, overcharging, upcoding, etc. Claims from 
outliers may be subject to additional review. In addition, a pattern of billing 
irregularities by a provider may trigger an off-cycle contract compliance review by 
our Professional Relations team. Investigative methods employed during these on-
site audits include, but are not limited to, cross-checking patient histories to identify 
treatment(s) that fall outside the scope of the client’s contract; analyzing utilization 
reports that compare dentists to their peers and identify potentially variant dental 
practice patterns; and monitoring pre-negotiated fees through the claims processing 
system. Pending the results of the review, providers may be required to issue 
refunds to members, receive additional training and/or be put on probationary 
status requiring ongoing claims reviews. Delta Dental of Arizona reports evidence of 
fraud and abuse as required by state and federal regulations and may remove 
dentists from the network who intentionally engage in such behavior. 
Here are some ways we monitor and evaluate provider performance and 
satisfaction: 
• 
Professional Relations and Dental Consultant review regularly monitor claim 
utilization patterns to identify outliers and instances of Fraud, Waste, or 
Abuse. As a result of these efforts, Delta Dental of Arizona proactively 
identifies charges which are categorized as denials, refunds, or charges not 
billable to the patient as a function of the plan design. This initiative results 
in significant tangible savings for the member and the group.  
o 2022:  $18,780,351.49 
o 2023:  $23,356,961.78 
o 2024:  $25,870,391.27  (year to date) 
• 
Professional Relations staff conduct around 700 training visits each year for 
network dental offices. During these visits, claims submission best practices 
and processing policy compliance are reviewed.  
• 
We use group sessions to train dental offices on a variety of topics including 
HIPAA compliance, the importance of proper claims submission, using

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online and self-serve resources to check patient benefits and eligibility and 
more. 
• 
Our quarterly provider newsletter, First Impressions, is sent via mail and 
email to dental offices and informs dentists about industry trends, protocols, 
and best practices. 
• 
Dental offices are invited to participate in office manager focus groups. These 
meetings are another way to foster a healthy dialog with participating dental 
offices and encourage ideas and information sharing among dental offices 
and Delta Dental of Arizona. 
• 
In 2021, according to the Delta Dental Plans Association guidelines, Delta 
Dental of Arizona implemented the Consumer Assessment of Healthcare 
Providers and Systems (CAHPS) tool to measure quality from the patient’s 
perspective. The CAHPS survey asks patients about their experience at the 
dental office and with their dental plan.  
• 
Delta Dental of Arizona's Board of Directors is a mix of laypeople and 
practicing dentists, all of whom are elected by participating providers. In 
addition, we hold an annual meeting for our participating providers, during 
which we encourage feedback and dialog between our management team, the 
Board of Directors, and dentists in attendance. 
• 
Delta Dental of Arizona surveys network dentists annually to gauge provider 
satisfaction and adjust, as necessary. We have also implemented a Provider 
Satisfaction Survey as part of our Customer Service process. Delta Dental of 
Arizona providers consistently convey a satisfaction score of approximately 
97%.  
• 
Beginning in early 2022, Delta Dental of Arizona identified an opportunity to 
partner with Fluent, a best-in-class claims utilization data analytics company, 
to introduce the DentaQual provider performance scoring model. This rating 
and score card algorithm has been made available on our dentist directory as 
a consumer-facing tool, empowering members to make informed oral care 
decisions as they select their network provider.  
 
11.4. 
Your procedures for detecting duplicate payments and recovering such amounts from 
providers or members. 
Delta Dental’s system automatically checks for duplicate payments. If recovery of 
any mistakenly paid benefits occurs, Delta Dental will first ask the dental office to 
return the overpayment. If that payment is not received, Delta Dental’s system will 
deduct the monies back from future claims. 
 
11.5. 
Your procedure for processing Coordination of Benefits, knowing this plan will always 
be deemed the payor of last resort. 
Delta Dental of Arizona’s claims platform automatically crosschecks history for 
multiple procedures performed. The system also automatically checks for 
coordination of benefits, eligibility, contract provisions, time limitations, and it will 
automatically suspend claims that require dental consultant review. These savings 
are summarized in the quarterly cost-containment report. Delta Dental employs 
dental consultants who review claims to ensure that the treatment proposed or 
provided falls within the scope of the group contract and that all re-treatment 
provided was necessary. The Delta Dental Board of Directors Dental Policy 
Committee (DPC) develop clinical guidelines. The DPC is comprised of eight 
Arizona licensed dentists.

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11.6. 
Your procedures for handling claim inquiries from members. 
Delta Dental of Arizona’s Customer Service unit is a fully cross trained unit that can 
assist all aspects of a claim inquiry. If a claim is found to be incorrectly processed, 
the same representative can reprocess the claim. If the claim requires further 
research, the employee can expect a call back within two business days. 
 
11.7. 
Your procedure for handling claim inquiries from the MCDPH?  
Most inquiries from the member or MCDPH can be immediately addressed by 
contacting Delta Dental of Arizona’s Customer Service; However, if additional 
research is required the issue may be escalated to the MCDPH dedicated Account 
Executive to review, research and resolve the inquiry.  
 
11.8. 
Will MCDPH have access to claim data/status?  If yes, what method will be used to 
access this information?  
Online reporting is currently not available.  
Client Online access to member claims data is not currently available.  
Delta Dental of Arizona can provide weekly, monthly, quarterly & annual 
reporting. Reporting can be created upon initiation of contract to meet the needs of 
MCDPH.  
 
11.9. 
What is the standard turnaround time for a dental pre-determination request? 
90% in 10 working or 15 calendar days – aggregate not client specific, receipt date, 
too day of adjudication. Day of adjudication is not included. 
 
11.10. 
How are dental pre-determinations handled in your system to ensure claims where a 
predetermination was approved are paid accordingly? 
Delta Dental’s claims platform automatically crosschecks history for pre-
determination. The system also automatically checks for coordination of benefits, 
eligibility, contract provisions, time limitations, and it will automatically suspend 
claims that require dental consultant review.  
 
11.11. 
Explain your member appeal procedures. 
Delta Dental of Arizona (DDAZ) has provided below its standard appeal processes 
for self-insured denied services or claims. These respective processes comply with 
Arizona and federal law governing appeals.  
 
DDAZ will accommodate time standards established by the ADOA set forth in the 
ADOA SOW.  
For the self-insured appeals process, DDAZ will support the appeals process 
established by ADOA in the review and determination of appeals, customization of 
appeals templates, and the provision of claim and appeal documentation, all as set 
forth in the SOW.  
  
DDAZ offers self-insured members a formal appeal following a claim or service 
adjudication resulting in denial. Upon receipt of a timely filed appeal, DDAZ 
reviews the initial claim or service decision and any additional documentation or 
information provided by the member, provider, or authorized representative. Cases 
involving medical judgment will be reviewed by a dental consultant DDAZ reviews 
the documentation and makes the determination to uphold or reverse the initial 
decision.

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DDAZ does not send appeals packets to ASO members. However, we do 
have a web and paper form on our website that ASO members may use. If 
these forms are submitted directly to us, we will work them or forward them 
to the client as agreed upon in the group contract. 
Delta Dental of Arizona Web form: https://www.deltadentalaz.com/forms/appeals/ 
Link to the paper form ASO members may use if desired is also on this page. 
Self-Insured Formal Appeals Process: 
• 
DDAZ acknowledges receipt of the appeal request to the member and 
treating provider within 5 business days after receiving the request. 
• 
DDAZ will determine whether to modify the claim decision and authorize 
the requested service or pay all or part of the claim.  
• 
DDAZ is required to make its appeal determination within 45 days of receipt 
of necessary documentation from the provider.  
• 
If the appeal results in the upholding of the initial service or claim denial, 
DDAZ will advise the member and provide information on additional appeal 
levels and timeframes for filing of appeal. 
• 
Upon receipt of a disputed claim for dental necessity or billing 
appropriateness, all documentation is forwarded to the dental consultant for 
review (dental necessity) or to the appeals and grievances department 
(billing appropriateness).  
• 
Upon review, the dental consultant or the appeals and grievances 
department will decide pursuant to the member’s policy criteria.  
• 
If the claim decision is overturned and payable, information is sent to the 
Delta Dental of Arizona claims department for processing. A new 
Explanation of Benefits (EOB)/Explanation of Payment (EOP) will be to the 
member and provider, and the claim will be adjusted and paid in 
accordance with the decision. 
• 
If the claim decision is upheld, the member and provider will be notified in a 
formal resolution letter, and if applicable, appropriate appeal rights are 
provided. 
 
11.12. 
Do you have online access where the MCDPH can check on the status of a claim? 
No, Delta Dental of Arizona’s Client Portal does not allow for claim status lookup; 
However, the Delta Dental of Arizona Member Portal does allow for members to 
look up their claim’s status and EOB.  
 
11.13. 
Do you agree that the MCDPH has the final jurisdiction, in case of a claim denial due to 
plan limitations and/or exclusions, to have the claim processed for payment? 
Yes, Delta Dental of Arizona agrees.  
 
12. Communications 
12.1. 
How often is your provider directory updated? 
Delta 
Dental 
of 
Arizona’s 
online 
provider 
directory 
is 
available 
at 
www.deltadentalaz.com and is updated daily. Delta Dental of Arizona’s printed (PDF) 
directory is available on our website or by request. The printed (PDF) directory is 
updated monthly.  
 
12.2. 
Do you have a website with up-to-date participating provider information?  Is your 
website available in English and Spanish?

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Yes, Delta Dental of Arizona has a “Find a Dentist” feature on our website at  
www.deltadentalaz.com/provider-search/dental/.  Provider data is updated daily. 
 
Currently, Delta Dental of Arizona’s website is available in English only. For bi-
lingual assistance, members can contact our bi-lingual customer service 
representatives at (602) 938-3131 or (800) 352-6132. 
 
12.3. 
Do you issue personalized ID cards? If yes, what is your turnaround time from the time 
eligibility is loaded until I.D. cards are mailed? 
Delta Dental of Arizona’s membership ID cards are personalized with the 
subscriber’s name, employer group number, and subscriber’s membership ID 
number 
 
Delta Dental of Arizona issues a member welcome kit containing the member ID card, 
within 10 calendar days of receipt of the final enrollment file and/or enrollment forms.  
12.4. 
What is the frequency of your mailings of I.D. cards? 
Delta Dental of Arizona’s membership ID cards are mailed every Monday and 
Thursday of each week. 
 
12.5. 
Do members have access to a portal to view and print I.D. cards, claim documents, and 
plan information? 
Yes, Delta Dental of Arizona provides access to a secure Member Connection portal 
for members. Each user has a unique username and password to log in to the portal 
and access communications and information. 
 
The Delta Dental of Arizona Member Connection site allows members real-time 
access to their personal and covered dependents details. Members can print ID 
cards, search for a dentist, view covered services, check eligibility information, 
verify annual maximum deductibles, preventive history, check claims history view 
EOBs, access to forms and documents, a cost estimator tool, oral health education 
and more.  
Claims history is available for 18 months (from the current calendar date), and the 
utilization profiles for each member show billed charges. 
 
13. Reporting 
13.1. 
Provide a sample of your standard reporting package and its frequency. 
A sample of Delta Dental of Arizona’s ASO report package has been attached under 
the Tab 8 – Questionnaire – Sample Reports of our proposal response.  
 
13.2. 
How will standard reports be distributed – electronically or in paper format? 
Delta Dental of Arizona reports are distributed electronically.  
 
13.3. 
Confirm that the cost of your standard reports is included in your stated rates. 
Yes, the cost of Delta Dental of Arizona standard reporting is included in our stated 
rates.  
 
13.4. 
Are your utilization data and standard reports available in Excel-formatted files? 
Yes, Delta Dental of Arizona can provide reporting in standard Excel formatting. 
 
13.5. 
Will MCDPH have access to generate standard reports?

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No, Delta Dental of Arizona does not currently have a tool available for self-service 
ad-hoc reporting. Upon request, Delta Dental of Arizona can create requested 
reports within 3-5 business days of the request. 
 
14. Rating/Financials 
14.1. 
Describe the funding arrangement proposed and renewal calculation procedures. 
Delta Dental of Arizona’s proposal is based on an Administrative Services Only 
(ASO) / Self-Funded agreement. 
 
The Plan Sponsor (Maricopa County Department of Public Health) assumes full 
financial responsibility for the Dental Plan and agrees to purchase claims processing 
and network services from Delta Dental of Arizona. The Plan Sponsor is the 
fiduciary and plan administrator of The Contract. 
 
Delta Dental of Arizona requires the election of an automated clearinghouse 
authorization (ACH) for claims reimbursement on a weekly basis. 
 
Upon termination of The Contract, Delta Dental of Arizona will continue to ACH 
transactions to fund claims paid after The Contract terminates through the end of 
the run-out period. The run-out period is 3 months. 
 
14.2. 
Describe the financial obligations of MCDPH in the event of contract termination for 
incurred but unpaid claims. 
Under an Administrative Services Only (ASO) contract, the Plan Sponsor assumes 
full financial responsibility for the Dental Plan and by the Group Dental Contract 
agrees to purchase claims processing and network services from Delta Dental of 
Arizona. The Plan Sponsor is the fiduciary and plan administrator regarding the 
administration of The Contract.  
 
14.3. 
Describe your claims run-out process and limits in the event of contract termination. 
Upon cancellation, the County will be financially responsible for all claims incurred 
prior to the cancellation date of The Contract. Delta Dental of Arizona will continue 
to bill and/or ACH transactions to fund claims paid after The Contract terminates 
through the end of the run-out period. The run-out period is 3 months.  
14.4. 
Include your most recent annual report, if any.  
Delta Dental of Arizona has attached our most recent annual reports under the TAB 
4 - Qualifications – Financial Reports of our proposal response.  
 
15. Provider Relations  
15.1. 
Please provide a description of your provider relations program, including the process for 
dispute resolution between participants and providers, particularly for quality of care or 
service issues. 
Members with quality-of-care concerns about the services provided by a 
participating dentist are encouraged to contact Delta Dental of Arizona’s Claims 
Customer Services Department by telephone or submit their concern in writing. 
Complaints are logged and acknowledged within 5 business days of receipt.  
 
Inquiries that pertain to specific group contract questions benefit information, Delta 
Dental’s claims processing policies, or requests to recalculate previously processed 
claims are managed by Delta Dental’s Customer Service department.

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Quality of care complaints are forwarded to Delta Dental’s Professional Relations 
team for review and further consideration by Delta Dental’s Dental Consultant.  
Delta Dental will provide a written statement to ethe member regarding the 
disposition or status of the complaint.  
 
Upon receiving complaints involving imminent and serious threat to a patient’s 
health, Delta Dental will immediately inform the member of the right to file a 
complaint with the Arizona Board of Dental Examiners. Delta Dental will also start 
an investigation into the provider’s utilization and patient care history.  
 
Delta Dental will request all information from the dentist including x-rays, 
treatment notes, treatment plan and any other pertinent information needed to 
assist the dental consultant in making a fair and impartial decision.  
 
After the Professional Relations team and Dental Consultant thoroughly researched 
the facts of the complaint and rendered an opinion, the members will receive a 
written decision that will include any remedy afforded to the member as a result of 
their quality-of-care complaint. 
16. Quality Assurance 
16.1. 
Please provide a description of your quality program, including how quality of care is 
assured to participants. Include your program's goals, objectives, planned activities, and 
any quality assurance initiatives. 
Delta Dental of Arizona reviews claims for billing irregularities. Our multi-faceted 
fraud, waste and abuse program leverages various third-party IT healthcare and 
business intelligence tools to monitor provider practice patterns and identify outliers 
on key behavior metrics for unbundling, overcharging, upcoding, etc. Claims from 
outliers may be subject to additional review. In addition, a pattern of billing 
irregularities by a provider may trigger an off-cycle contract compliance review by 
our Professional Relations team. Investigative methods employed during these on-
site audits include, but are not limited to, cross-checking patient histories to identify 
treatment(s) that fall outside the scope of the client’s contract; analyzing utilization 
reports that compare dentists to their peers and identify potentially variant dental 
practice patterns; and monitoring pre-negotiated fees through the claims processing 
system. Pending the results of the review, providers may be required to issue 
refunds to members, receive additional training and/or be put on probationary 
status requiring ongoing claims reviews. Delta Dental of Arizona reports evidence of 
fraud and abuse as required by state and federal regulations and may remove 
dentists from the network who intentionally engage in such behavior. 
 
Here are some ways we monitor and evaluate provider performance and 
satisfaction: 
• 
Professional Relations and Dental Consultant review regularly 
monitor claim utilization patterns to identify outliers and instances 
of Fraud, Waste, or Abuse. As a result of these efforts, Delta 
Dental of Arizona proactively identifies charges which are 
categorized as denials, refunds, or charges not billable to the 
patient as a function of the plan design. This initiative results in 
significant tangible savings for the member and the group.  
o 2022:  $18,780,351.49 
o 2023:  $23,356,961.78 
o 2024:  $25,870,391.27  (year to date)

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• 
Professional Relations staff conduct around 700 training visits 
each year for network dental offices. During these visits, claims 
submission best practices and processing policy compliance are 
reviewed.  
• 
We use group sessions to train dental offices on a variety of topics 
including HIPAA compliance, the importance of proper claims 
submission, using online and self-serve resources to check patient 
benefits and eligibility and more. 
• 
Our quarterly provider newsletter, First Impressions, is sent via 
mail and email to dental offices and informs dentists about 
industry trends, protocols, and best practices. 
• 
Dental offices are invited to participate in office manager focus 
groups. These meetings are another way to foster a healthy dialog 
with participating dental offices and encourage ideas and 
information sharing among dental offices and Delta Dental of 
Arizona. 
• 
In 2021, according to the Delta Dental Plans Association 
guidelines, Delta Dental of Arizona implemented the Consumer 
Assessment of Healthcare Providers and Systems (CAHPS) tool to 
measure quality from the patient perspective. The CAHPS survey 
asks patients about their experience at the dental office and with 
their dental plan.  
• 
Delta Dental of Arizona's Board of Directors is a mix of laypeople 
and practicing dentists, all of whom are elected by participating 
providers. In addition, we hold an annual meeting for our 
participating providers, during which we encourage feedback and 
dialog between our management team, the Board of Directors, and 
dentists in attendance. 
• 
Delta Dental of Arizona surveys network dentists annually to 
gauge provider satisfaction and adjust, as necessary. We have also 
implemented a Provider Satisfaction Survey as part of our 
Customer Service process. Delta Dental of Arizona providers 
consistently convey a satisfaction score of approximately 97%.  
• 
Beginning in early 2022, Delta Dental of Arizona identified an 
opportunity to partner with Fluent, a best-in-class claims 
utilization data analytics company, to introduce the DentaQual 
provider performance scoring model. This rating and score card 
algorithm has been made available on our dentist directory as a 
consumer-facing tool, empowering members to make informed 
oral care decisions as they select their network provider.

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EXHIBIT E 
 
OFFICE OF PROCUREMENT SERVICES CONTRACTOR TRAVEL AND PER DIEM POLICY 
 
1.0 
All contract-related travel plans and arrangements shall be prior-approved by the County Contract 
Administrator.  
 
2.0 
Lodging, per diem and incidental expenses incurred in performance of Maricopa County/Special District 
(County) contracts shall be reimbursed based on current U.S. General Services Administration (GSA) 
domestic per diem rates for Phoenix, Arizona.  Contractors must access the following internet site to 
determine rates (no exceptions): (www.gsa.gov). 
 
2.1 
Additional incidental expenses (i.e., telephone, fax, internet and copying charges) shall not be 
reimbursed. They should be included in the contractor’s hourly rate as an overhead charge. 
 
2.2 
The County will not (under no circumstances) reimburse for Contractor guest lodging, per diem or 
incidentals. 
 
3.0 
Commercial air travel shall be reimbursed as follows: 
 
3.1 
Coach airfare will be reimbursed by the County.  Business class airfare may be allowed only when 
preapproved in writing by the County Contract Administrator as a result of the business need of the 
County when there is no lower fare available.  
 
3.2 
The lowest direct flight airfare rate from the Contractors assigned duty post (pre-defined at the time 
of contract signing) will be reimbursed.  Under no circumstances will the County reimburse for 
airfares related to transportation to or from an alternate site.  
 
3.3 
The County will not (under no circumstances) reimburse for Contractor guest commercial air travel. 
 
4.0 
Rental vehicles may only be used if such use would result in an overall reduction in the total cost of the trip, 
not for the personal convenience of the traveler.  Multiple vehicles for the same set of travelers for the same 
travel period will not be permitted without prior written approval by the County Contract Administrator. 
 
4.1 
Purchase of comprehensive and collision liability insurance shall be at the expense of the contractor.  
The County will not reimburse contractor if the contractor chooses to purchase this coverage. 
 
4.2 
Rental vehicles are restricted to sub-compact, compact or mid-size sedans unless a larger vehicle is 
necessary for cost efficiency due to the number of travelers.  (NOTE:  contractors shall obtain pre-
approval in writing from the County Contract Administrator prior to rental of a larger vehicle.) 
 
4.3 
County will reimburse for parking expenses if free, public parking is not available within a 
reasonable distance of the place of County business.  All opportunities must be exhausted prior to 
securing parking that incurs costs for the County.  Opportunities to be reviewed are the DASH; 
shuttles, etc. that can transport the contractor to and from County buildings with minimal costs. 
 
4.4 
County will reimburse for the lowest rate, long-term uncovered (e.g. covered or enclosed parking 
will not be reimbursed) airport parking only if it is less expensive than shuttle service to and from 
the airport. 
 
4.5 
The County will not (under no circumstances) reimburse the Contractor for guest vehicle rental(s) 
or other any transportation costs. 
 
5.0 
Contractor is responsible for all costs not directly related to the travel except those that have been pre-
approved by the County Contract Administrator.  These costs include (but not limited to) the following: in-
room movies, valet service, valet parking, laundry service, costs associated with storing luggage at a hotel,

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fuel costs associated with non-County activities, tips that exceed the per diem allowance, health club fees, 
and entertainment costs.  Claims for unauthorized travel expenses will not be honored and are not 
reimbursable.  
 
6.0 
Travel and per diem expenses shall be capped at 15% of project price unless otherwise specified in individual 
contracts. 
 
7.0 
Contractor shall provide, (upon request) with their invoice(s), copies of receipts supporting travel and per 
diem expenses, and if applicable with a copy of the written consent issued by the Contract Administrator. No 
travel and per diem expenses shall be paid by County without copies of the written consent as described in 
this policy and copies of all receipts.

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