Customer service
(iii) Customer service. The entity provides timely and accurate delivery of services and pharmacy and beneficiary support services. (iv) Benefit administration and claims adjudication. The entity provides efficient and effective benefit administration and claims adjudication. (2) Development of performance measures. CMS establishes detailed performance measures for use in evaluating fallback entity performance and determination of certain management fees based on criteria from historical performance, application of acceptable statistical measures of variation to fallback entity and PDP sponsor (other than fallback entities) experience nationwide during a base period, or changing program emphases or requirements.