Common use of Basic Customer Service Requirements Clause in Contracts

Basic Customer Service Requirements. Contractor acknowledges that superior customer service is a priority of Covered California. Contractor shall work closely with Covered California in an effort to ensure that the needs of Covered California Enrollees are met. Contractor shall provide and maintain all processes and systems required to ensure customer service, record protection and uninterrupted service to Covered California and Contractor’s Enrollees in Covered California in accordance with the standards set forth in Section 3.6, applicable laws, rules and regulations, including those consumer assistance tools and programs required to be offered through Covered California as set forth at 45 C.F.R. § 155.205 and 45 C.F.R. § 155.210. 800 Numbers: Contractor shall make information available regarding Covered California pursuant to Contractor’s toll-free hotline (i.e., 1-800 number) that shall be available to Enrollees of Contractor both inside and outside Covered California. The hotline and information services shall be staffed and operated in accordance with the Customer Service Standards set forth in Section 3.6 to provide support to Covered California Enrollees and in a manner designed to assure compliance with these Performance Standards. Contractor shall meet all State requirements for language assistance services applicable to its commercial lines of business. Covered California and Contractor will continue to evaluate on an ongoing basis the adequacy of language services provided for verbal and written communications and consider the adoption of additional standards as appropriate. Contractor shall maintain call statistics for languages other than English similar to 1.1 – 1.2 in Group 1 of Attachment 14 (“Performance Measurement Standards”). The Contractor shall provide this information to Covered California upon request.

Basic Customer Service Requirements. Contractor acknowledges that superior customer service is a priority of Covered California. Contractor shall work closely with Covered California in an effort to ensure that the needs of Covered California Enrollees are met. Contractor shall provide and maintain all processes and systems required to ensure customer service, record protection and uninterrupted service to Covered California and Contractor’s Enrollees in Covered California in accordance with the standards set forth in this Section 3.6, applicable laws, rules and regulations, including including, those consumer assistance tools and programs required to be offered through Covered California as set forth at 45 C.F.R. § 155.205 and 45 C.F.R. § 155.210. 800 Numbers: Contractor shall make information available regarding Covered California pursuant to Contractor’s toll-free hotline (i.e., 1-800 number) that shall be available to Enrollees of Contractor both inside and outside Covered California. The hotline and information services shall be staffed and operated in accordance with the Customer Service Standards set forth in this Section 3.6 to provide support to Covered California Enrollees and in a manner designed to assure compliance with these Performance Standards. Contractor shall meet all State requirements for language assistance services applicable to its commercial lines of business. Covered California and Contractor will continue to evaluate on an ongoing basis the adequacy of language services provided for verbal and written communications and consider the adoption of additional standards as appropriate. Contractor shall maintain call statistics for languages other than English similar to 1.1 – and 1.2 in Group 1 of Attachment 14 (“Performance Measurement Standards”). The Contractor shall provide this information to Covered California upon request.

Basic Customer Service Requirements. Contractor acknowledges that superior customer service is a priority of Covered California. Contractor shall work closely with Covered California in an effort to ensure that the needs of Covered California Enrollees are met. Contractor shall provide and maintain all processes and systems required to ensure customer service, record protection and uninterrupted service to Covered California and Contractor’s Enrollees in Covered California Enrollees in accordance with the standards set forth in this Section 3.64.6, applicable laws, rules and regulations, including including, those consumer assistance tools and programs required to be offered through Covered California as set forth at 45 C.F.R. § 155.205 and 45 C.F.R. § 155.210. 800 Numbers: Contractor shall make information available regarding Covered California pursuant to Contractor’s toll-free hotline (i.e., i.e. 1-800 number) that shall be available to Enrollees enrollees of Contractor both inside and outside Covered CaliforniaContractor. The hotline and information services shall be staffed and operated in accordance with the Customer Service Standards set forth in this Section 3.6 4.6 to provide support to Covered California Enrollees and in a manner designed to assure compliance with these Performance Standards. Contractor shall meet all State and Federal requirements for language assistance services applicable to its commercial lines of business. Covered California and Contractor will continue to evaluate on an ongoing basis the adequacy of language services provided for verbal and written communications and consider the adoption of additional standards as appropriate. Contractor shall maintain call statistics for languages other than English similar to 1.1 – 1.2 in Group 1 of Attachment 14 (“Performance Measurement Standards”). The Contractor shall provide this information to Covered California upon request.

Basic Customer Service Requirements. Contractor acknowledges that superior customer service is a priority of Covered California. Contractor shall work closely with Covered California in an effort to ensure that the needs of Covered California Enrollees are met. Contractor shall provide and maintain all processes and systems required to ensure customer service, record protection and uninterrupted service to Covered California and Contractor’s Enrollees in Covered California Enrollees in accordance with the standards set forth in Section 3.64.6, applicable laws, rules and regulations, including those consumer assistance tools and programs required to be offered through Covered California as set forth at 45 C.F.R. § 155.205 and 45 C.F.R. § 155.210. 800 Numbers: Contractor shall make information available regarding Covered California pursuant to Contractor’s toll-free hotline (i.e., 1-800 number) that shall be available to Enrollees enrollees of Contractor both inside and outside Covered CaliforniaContractor. The hotline and information services shall be staffed and operated in accordance with the Customer Service Standards set forth in Section 3.6 4.6 to provide support to Covered California Enrollees and in a manner designed to assure compliance with these Performance Standards. Contractor shall meet all State and Federal requirements for language assistance services applicable to its commercial lines of business. Covered California and Contractor will continue to evaluate on an ongoing basis the adequacy of language services provided for verbal and written communications and consider the adoption of additional standards as appropriate. Contractor shall maintain call statistics for languages other than English similar to 1.1 – 1.2 in Group 1 of Attachment 14 (“Performance Measurement Standards”). The Contractor shall provide this information to Covered California upon request.

Basic Customer Service Requirements. ‌ Contractor acknowledges that superior customer service is a priority of Covered California. Contractor shall work closely with Covered California in an effort to ensure that the needs of Covered California Enrollees are met. Contractor shall provide and maintain all processes and systems required to ensure customer service, record protection and uninterrupted service to Covered California and Contractor’s Enrollees in Covered California Enrollees in accordance with the standards set forth in this Section 3.64.6, applicable laws, rules and regulations, including including, those consumer assistance tools and programs required to be offered through Covered California as set forth at 45 C.F.R. § 155.205 and 45 C.F.R. § 155.210. 800 Numbers: Contractor shall make information available regarding Covered California pursuant to Contractor’s toll-free hotline (i.e., i.e. 1-800 number) that shall be available to Enrollees enrollees of Contractor both inside and outside Covered CaliforniaContractor. The hotline and information services shall be staffed and operated in accordance with the Customer Service Standards set forth in this Section 3.6 4.6 to provide support to Covered California Enrollees and in a manner designed to assure compliance with these Performance Standards. Contractor shall meet all State and Federal requirements for language assistance services applicable to its commercial lines of business. Covered California and Contractor will continue to evaluate on an ongoing basis the adequacy of language services provided for verbal and written communications and consider the adoption of additional standards as appropriate. Contractor shall maintain call statistics for languages other than English similar to 1.1 – 1.2 in Group 1 of Attachment 14 (“Performance Measurement Standards”). The Contractor shall provide this information to Covered California upon request.

Basic Customer Service Requirements. Contractor acknowledges that superior customer service is a priority of Covered California. Contractor shall work closely with Covered California in an effort to ensure that the needs of Covered California Enrollees are met. Contractor shall provide and maintain all processes and systems required to ensure customer service, record protection and uninterrupted service to Covered California and Contractor’s Enrollees in Covered California in accordance with the standards set forth in this Section 3.6, applicable laws, rules and regulations, including including, those consumer assistance tools and programs required to be offered through Covered California as set forth at 45 C.F.R. § 155.205 and 45 C.F.R. § 155.210. 800 Numbers: Contractor shall make information available regarding Covered California pursuant to Contractor’s toll-free hotline (i.e., i.e. 1-800 number) that shall be available to Enrollees of Contractor both inside and outside Covered California. The hotline and information services shall be staffed and operated in accordance with the Customer Service Standards set forth in this Section 3.6 to provide support to Covered California Enrollees and in a manner designed to assure compliance with these Performance Standards. Contractor shall meet all State requirements for language assistance services applicable to its commercial lines of business. Covered California and Contractor will continue to evaluate on an ongoing basis the adequacy of language services provided for verbal and written communications and consider the adoption of additional standards as appropriate. Contractor shall maintain call statistics for languages other than English similar to 1.1 – 1.2 1.4 and 1.5 in Group 1 of Attachment 14 (“Performance Measurement Standards”). The Contractor shall provide this information to Covered California upon request.

Basic Customer Service Requirements. Contractor acknowledges that superior customer service is a priority of Covered California. Contractor shall work closely with Covered California in an effort to ensure that the needs of Covered California Enrollees are met. Contractor shall provide and maintain all processes and systems required to ensure customer service, record protection and uninterrupted service to Covered California and Contractor’s Covered California Enrollees in Covered California in accordance with the standards set forth in this Section 3.634.6, applicable laws, rules and regulations, including including, those consumer assistance tools and programs required to be offered through Covered California as set forth at 45 C.F.R. § 155.205 and 45 C.F.R. § 155.210. 800 Numbers: Contractor shall make information available regarding Covered California pursuant to Contractor’s toll-free hotline (i.e., i.e. 1-800 number) that shall be available to Enrollees enrollees of Contractor both inside and outside Covered California. The hotline and information services shall be staffed and operated in accordance with the Customer Service Standards set forth in this Section 3.6 34.6 to provide support to Covered California Enrollees and in a manner designed to assure compliance with these Performance Standards. Contractor shall meet all State requirements for language assistance services applicable to its commercial lines of business. Covered California and Contractor will continue to evaluate on an ongoing basis the adequacy of language services provided for verbal and written communications and consider the adoption of additional standards as appropriate. Contractor shall maintain call statistics for languages other than English similar to 1.1 – 1.2 in Group 1 of Attachment 14 (“Performance Measurement Standards”). The Contractor shall provide this information to Covered California upon request.

Basic Customer Service Requirements. Contractor acknowledges that superior customer service is a priority of Covered California. Contractor shall work closely with Covered California in an effort to ensure that the needs of Covered California Enrollees are met. Contractor shall provide and maintain all processes and systems required to ensure customer service, record protection and uninterrupted service to Covered California and Contractor’s Enrollees in Covered California in accordance with the standards set forth in this Section 3.6, applicable laws, rules and regulations, including including, those consumer assistance tools and programs required to be offered through Covered California as set forth at 45 C.F.R. § 155.205 and 45 C.F.R. § 155.210. 800 Numbers: Contractor shall make information available regarding Covered California pursuant to Contractor’s toll-free hotline (i.e., i.e. 1-800 number) that shall be available to Enrollees of Contractor both inside and outside Covered California. The hotline and information services shall be staffed and operated in accordance with the Customer Service Standards set forth in this Section 3.6 to provide support to Covered California Enrollees and in a manner designed to assure compliance with these Performance Standards. Contractor shall meet all State requirements for language assistance services applicable to its commercial lines of business. Covered California and Contractor will continue to evaluate on an ongoing basis the adequacy of language services provided for verbal and written communications and consider the adoption of additional standards as appropriate. Contractor shall maintain call statistics for languages other than English similar to 1.1 – 1.2 1.4 and 1.5 in Group 1 of Attachment 14 (“Performance Measurement Standards”)14. The Contractor shall provide this information to Covered California upon request.

Basic Customer Service Requirements. Contractor acknowledges that superior customer service is a priority of Covered California. Contractor shall work closely with Covered California in an effort to ensure that the needs of Covered California Enrollees are met. Contractor shall provide and maintain all processes and systems required to ensure customer service, record protection and uninterrupted service to Covered California and Contractor’s Enrollees in Covered California in accordance with the standards set forth in this Section 3.6, applicable laws, rules and regulations, including including, those consumer assistance tools and programs required to be offered through Covered California as set forth at 45 C.F.R. § 155.205 and 45 C.F.R. § 155.210. 800 Numbers: Contractor shall make information available regarding Covered California pursuant to Contractor’s toll-free hotline (i.e., 1-800 i.e. 1‑800 number) that shall be available to Enrollees of Contractor both inside and outside Covered California. The hotline and information services shall be staffed and operated in accordance with the Customer Service Standards set forth in this Section 3.6 to provide support to Covered California Enrollees and in a manner designed to assure compliance with these Performance Standards. Contractor shall meet all State requirements for language assistance services applicable to its commercial lines of business. Covered California and Contractor will continue to evaluate on an ongoing basis the adequacy of language services provided for verbal and written communications and consider the adoption of additional standards as appropriate. Contractor shall maintain call statistics for languages other than English similar to 1.1 – 1.2 1.4 and 1.5 in Group 1 of Attachment 14 (“Performance Measurement Standards”). The Contractor shall provide this information to Covered California upon request.

Basic Customer Service Requirements. Contractor acknowledges that superior customer service is a priority of Covered California. Contractor shall work closely with Covered California in an effort to ensure that the needs of Covered California Enrollees are met. Contractor shall provide and maintain all processes and systems required to ensure customer service, record protection and uninterrupted service to Covered California and Contractor’s Enrollees in Covered California Enrollees in accordance with the standards set forth in this Section 3.64.6, applicable laws, rules and regulations, including including, those consumer assistance tools and programs required to be offered through Covered California as set forth at 45 C.F.R. § 155.205 and 45 C.F.R. § 155.210. 800 Numbers: Contractor shall make information available regarding Covered California pursuant to Contractor’s toll-free hotline (i.e., i.e. 1-800 number) that shall be available to Enrollees enrollees of Contractor both inside and outside Covered California. The hotline and information services shall be staffed and operated in accordance with the Customer Service Standards set forth in this Section 3.6 4.6 to provide support to Covered California Enrollees and in a manner designed to assure compliance with these Performance Standards. Contractor shall meet all State requirements for language assistance services applicable to its commercial lines of business. Covered California and Contractor will continue to evaluate on an ongoing basis the adequacy of language services provided for verbal and written communications and consider the adoption of additional standards as appropriate. Contractor shall maintain call statistics for languages other than English similar to 1.1 – 1.2 in Group 1 of Attachment 14 (“Performance Measurement Standards”). The Contractor shall provide this information to Covered California upon request.

Basic Customer Service Requirements. Contractor acknowledges that superior customer service is a priority of Covered California. Contractor shall work closely with Covered California in an effort to ensure that the needs of Covered California Enrollees are met. Contractor shall provide and maintain all processes and systems required to ensure customer service, record protection and uninterrupted service to Covered California and Contractor’s Enrollees in Covered California Enrollees in accordance with the standards set forth in this Section 3.64.6, applicable laws, rules and regulations, including including, those consumer assistance tools and programs required to be offered through Covered California as set forth at 45 C.F.R. § 155.205 and 45 C.F.R. § 155.210. 800 Numbers: Contractor shall make information available regarding Covered California pursuant to Contractor’s toll-free hotline (i.e., i.e. 1-800 number) that shall be available to Enrollees enrollees of Contractor both inside and outside Covered California. The hotline and information services shall be staffed and operated in accordance with the Customer Service Standards set forth in this Section 3.6 4.6 to provide support to Covered California Enrollees and in a manner designed to assure compliance with these Performance Standards. Contractor shall meet all State and Federal requirements for language assistance services applicable to its commercial lines of business. Covered California and Contractor will continue to evaluate on an ongoing basis the adequacy of language services provided for verbal and written communications and consider the adoption of additional standards as appropriate. Contractor shall maintain call statistics for languages other than English similar to 1.1 – 1.2 in Group 1 of Attachment 14 (“Performance Measurement Standards”). The Contractor shall provide this information to Covered California upon request.

Basic Customer Service Requirements. Contractor acknowledges that superior customer service is a priority of Covered California. Contractor shall work closely with Covered California in an effort to ensure that the needs of Covered California Enrollees are met. Contractor shall provide and maintain all processes and systems required to ensure customer service, record protection and uninterrupted service to Covered California and Contractor’s Enrollees in Covered California in accordance with the standards set forth in this Section 3.6, applicable laws, rules and regulations, including including, those consumer assistance tools and programs required to be offered through Covered California as set forth at 45 C.F.R. § 155.205 and 45 C.F.R. § 155.210. 800 Numbers: Contractor shall make information available regarding Covered California pursuant to Contractor’s toll-free hotline (i.e., 1-800 number) that shall be available to Enrollees of Contractor both inside and outside Covered California. The hotline and information services shall be staffed and operated in accordance with the Customer Service Standards set forth in this Section 3.6 to provide support to Covered California Enrollees and in a manner designed to assure compliance with these Performance Standards. Contractor shall meet all State requirements for language assistance services applicable to its commercial lines of business. Covered California and Contractor will continue to evaluate on an ongoing basis the adequacy of language services provided for verbal and written communications and consider the adoption of additional standards as appropriate. Contractor shall maintain call statistics for languages other than English similar to 1.1 – and 1.2 in Group 1 of Attachment 14 (“Performance Measurement Standards”)14. The Contractor shall provide this information to Covered California upon request.

Basic Customer Service Requirements. Contractor acknowledges that superior customer service is a priority of Covered California. Contractor shall work closely with Covered California in an effort to ensure that the needs of Covered California Enrollees are met. Contractor shall provide and maintain all processes and systems required to ensure customer service, record protection and uninterrupted service to Covered California and Contractor’s Covered California Enrollees in Covered California in accordance with the standards set forth in this Section 3.634.6, applicable laws, rules and regulations, including including, those consumer assistance tools and programs required to be offered through Covered California as set forth at 45 C.F.R. § 155.205 and 45 C.F.R. § 155.210. 800 Numbers: Contractor shall make information available regarding Covered California pursuant to Contractor’s toll-free hotline (i.e., i.e. 1-800 number) that shall be available to Enrollees enrollees of Contractor both Contractorboth inside and outside Covered California. The hotline and information services shall be staffed and operated in accordance with the Customer Service Standards set forth in this Section 3.6 34.6 to provide support to Covered California Enrollees and in a manner designed to assure compliance with these Performance Standards. Contractor shall meet all State requirements for language assistance services applicable to its commercial lines of business. Covered California and Contractor will continue to evaluate on an ongoing basis the adequacy of language services provided for verbal and written communications and consider the adoption of additional standards as appropriate. Contractor shall maintain call statistics for languages other than English similar to 1.1 – 1.2 1.4 and 1.5 in Group 1 of Attachment 14 (“Performance Measurement Standards”). The Contractor shall provide this information to Covered California upon request.

Basic Customer Service Requirements. Contractor acknowledges that superior customer service is a priority of Covered California. Contractor shall work closely with Covered California in an effort to ensure that the needs of Covered California Enrollees are met. Contractor shall provide and maintain all processes and systems required to ensure customer service, record protection and uninterrupted service to Covered California and Contractor’s Enrollees in Covered California Enrollees in accordance with the standards set forth in this Section 3.64.6, applicable laws, rules and regulations, including including, those consumer assistance tools and programs required to be offered through Covered California as set forth at 45 C.F.R. § 155.205 and 45 C.F.R. § 155.210. 800 Numbers: Contractor shall make information available regarding Covered California pursuant to Contractor’s toll-free hotline (i.e., i.e. 1-800 number) that shall be available to Enrollees enrollees of Contractor both inside and outside Covered CaliforniaContractor. The hotline and information services shall be staffed and operated in accordance with the Customer Service Standards set forth in this Section 3.6 4.6 to provide support to Covered California Enrollees and in a manner designed to assure compliance with these Performance Standards. Contractor shall meet all State requirements for language assistance services applicable to its commercial lines of business. Covered California and Contractor will continue to evaluate on an ongoing basis the adequacy of language services provided for verbal and written communications and consider the adoption of additional standards as appropriate. Contractor shall maintain call statistics for languages other than English similar to 1.1 – 1.2 in Group 1 of Attachment 14 (“Performance Measurement Standards”). The Contractor shall provide this information to Covered California upon request.

Basic Customer Service Requirements. Contractor acknowledges that superior customer service is a priority of Covered California. Contractor shall work closely with Covered California in an effort to ensure that the needs of Covered California Enrollees are met. Contractor shall provide and maintain all processes and systems required to ensure customer service, record protection and uninterrupted service to Covered California and Contractor’s Enrollees in Covered California Enrollees in accordance with the standards set forth in Section 3.634.6, applicable laws, rules and regulations, including those consumer assistance tools and programs required to be offered through Covered California as set forth at 45 C.F.R. § 155.205 and 45 C.F.R. § 155.210. 800 Numbers: Contractor shall make information available regarding Covered California pursuant to Contractor’s toll-free hotline (i.e., 1-800 number) that shall be available to Enrollees enrollees of Contractor both inside and outside Covered CaliforniaContractor. The hotline and information services shall be staffed and operated in accordance with the Customer Service Standards set forth in Section 3.6 34.6 to provide support to Covered California Enrollees and in a manner designed to assure compliance with these Performance Standards. Contractor shall meet all State requirements for language assistance services applicable to its commercial lines of business. Covered California and Contractor will continue to evaluate on an ongoing basis the adequacy of language services provided for verbal and written communications and consider the adoption of additional standards as appropriate. Contractor shall maintain call statistics for languages other than English similar to 1.1 – 1.2 in Group 1 of Attachment 14 (“Performance Measurement Standards”). The Contractor shall provide this information to Covered California upon request.

Basic Customer Service Requirements. Contractor acknowledges that superior customer service is a priority of Covered California. Contractor shall work closely with Covered California in an effort to ensure that the needs of Covered California Enrollees are met. Contractor shall provide and maintain all processes and systems required to ensure customer service, record protection and uninterrupted service to Covered California and Contractor’s Enrollees in Covered California Enrollees in accordance with the standards set forth in Section 3.6, applicable laws, rules and regulations, including those consumer assistance tools and programs required to be offered through Covered California as set forth at 45 C.F.R. § 155.205 and 45 C.F.R. § 155.210. 800 Numbers: Contractor shall make information available regarding Covered California pursuant to Contractor’s toll-free hotline (i.e., 1-800 number) that shall be available to Enrollees enrollees of Contractor both inside and outside Covered CaliforniaContractor. The hotline and information services shall be staffed and operated in accordance with the Customer Service Standards set forth in Section 3.6 to provide support to Covered California Enrollees and in a manner designed to assure compliance with these Performance Standards. Contractor shall meet all State requirements for language assistance services applicable to its commercial lines of business. Covered California and Contractor will continue to evaluate on an ongoing basis the adequacy of language services provided for verbal and written communications and consider the adoption of additional standards as appropriate. Contractor shall maintain call statistics for languages other than English similar to 1.1 – 1.2 in Group 1 of Attachment 14 (“Performance Measurement Standards”). The Contractor shall provide this information to Covered California upon request.

Basic Customer Service Requirements. Contractor acknowledges that superior customer service is a priority of Covered California. Contractor shall work closely with Covered California in an effort to ensure that the needs of Covered California Enrollees are met. Contractor shall provide and maintain all processes and systems required to ensure customer service, record protection and uninterrupted service to Covered California and Contractor’s Enrollees in Covered California in accordance with the standards set forth in Section 3.6, applicable laws, rules and regulations, including those consumer assistance tools and programs required to be offered through Covered California as set forth at 45 C.F.R. § 155.205 and 45 C.F.R. § 155.210. 800 Numbers: Contractor shall make information available regarding Covered California pursuant to Contractor’s toll-free hotline (i.e., 1-800 number) that shall be available to Enrollees of Contractor both inside and outside Covered California. The hotline and information services shall be staffed and operated in accordance with the Customer Service Standards set forth in Section 3.6 to provide support to Covered California Enrollees and in a manner designed to assure compliance with these Performance Standards. Contractor shall meet all State requirements for language assistance services applicable to its commercial lines of business. Covered California and Contractor will continue to evaluate on an ongoing basis the adequacy of language services provided for verbal and written communications and consider the adoption of additional standards as appropriate. Contractor shall maintain call statistics for languages other than English similar to 1.1 – 1.2 in Group 1 of Attachment 14 (“Performance Measurement Standards”)14. The Contractor shall provide this information to Covered California upon request.

Basic Customer Service Requirements. Contractor acknowledges that superior customer service is a priority of Covered California. Contractor shall work closely with Covered California in an effort to ensure that the needs of Covered California Enrollees are met. Contractor shall provide and maintain all processes and systems required to ensure customer service, record protection and uninterrupted service to Covered California and Contractor’s Enrollees in Covered California Enrollees in accordance with the standards set forth in Section 3.64.6, applicable laws, rules and regulations, including those consumer assistance tools and programs required to be offered through Covered California as set forth at 45 C.F.R. § 155.205 and 45 C.F.R. § 155.210. 800 Numbers: Contractor shall make information available regarding Covered California pursuant to Contractor’s toll-free hotline (i.e., 1-800 number) that shall be available to Enrollees enrollees of Contractor both inside and outside Covered CaliforniaContractor. The hotline and information services shall be staffed and operated in accordance with the Customer Service Standards set forth in Section 3.6 4.6 to provide support to Covered California Enrollees and in a manner designed to assure compliance with these Performance Standards. Contractor shall meet all State requirements for language assistance services applicable to its commercial lines of business. Covered California and Contractor will continue to evaluate on an ongoing basis the adequacy of language services provided for verbal and written communications and consider the adoption of additional standards as appropriate. Contractor shall maintain call statistics for languages other than English similar to 1.1 – 1.2 in Group 1 of Attachment 14 (“Performance Measurement Standards”). The Contractor shall provide this information to Covered California upon request.