Section 3.8 of the RFP details the process for establishing and enforcing the SLA (Service Level Agreement) for individual agency programs. The specific metrics of the SLA are determined by the agency program, in cooperation with the Contractor, and incorporated into the Task Order. A maximum penalty of up to 10% of the monthly invoice may be deducted from the invoice for failure to meet or exceed the SLA objectives. Section 3.8.6 (below) provides two examples of how an agency can “weight” the performance standards. SLA objectives credits are optional for the agency, but are encouraged to ensure the performance requirements of the program are managed and met.
- SLA credits are only applicable to the specific SLA credit metrics established at Task Order agreement.
- SLA credits are on a per Task Order basis
- The total potential SLA credit cannot exceed 10%
- Individual Performance Standards cannot exceed those established in Chart 3.8 A
Any program electing to utilize the SLA Credit provisions of this contract must complete CHART 3.8 A and this Chart must be incorated into the Task Order for review by DoIT.
CONTRACT Language is below:
| 3.8.1 |
At time of Task Order issuance, the Task Order Manager (or designee) may elect to set SLA performance goals as provided for in section 3.8.4 below. Performance standards as established in this RFP shall be maintained by the Contractor throughout the term of the Contract to satisfy the scope of work under the Contract. |
| 3.8.2 |
The Task Order Manager (or designee) will monitor and review Contractor performance standards on a daily, weekly, and monthly basis, based on Contractor-provided reports for each Task Order. The contractor shall provide a monthly summary report for SLA performance via email to the Contract Manager or designee in Microsoft Excel format or .csv file attachment) |
| 3.8.3 |
If any of the Performance Standards are not met during the monthly reporting period, the Task Order Manager (or designee) will notify the Contractor of the standard that is not in compliance.
3.8.3.1 Special exception for the State Board of Elections: because of the brevity of the State Election Task Orders, performance shall be measured on a weekly basis and credits payable to the State under section 3.8.5 below will apply to the Monthly Charges for any Performance Standard missed during any single week of the month (Sunday-Saturday), not to exceed a total aggregate of 10% of the Monthly Charges per month. Further, the Abandoned Call Rate Performance Standard for State Board of Elections shall be a weekly average of no more than 5%, with no single day in any week exceeding 10%. |
| 3.8.4 |
If the Requesting/Billed Agency elects to apply an SLA credit methodology to the Task Order, the Task Order Manager (or designee) may assign SLA credits to each of the performance parameters set forth in chart 3.8.A below, totaling in the aggregate a cap of not more than 10% of the Monthly Charges. For purposes of SLA credit calculation, Monthly Charges is defined as the invoiced charges (during the month of the breach) for CSR Call/Contact Time and Automated Services as set forth in Attachment F, Pricing. For Measurement e (Abandoned Call Rate), the Task Order Manager (or designee) shall also elect a Performance Standard between 5% and 10%. |
| 3.8.5 |
Beginning on the SLA Activation date, for any of the Performance Standards not met during the monthly reporting period (or weekly in the case of the State Election Board), the SLA credit for that individual Measurement shall be applied to the Monthly Charges. The SLA Activation date means the date that services and charges commence for CSR Call/Contact Time and Automated Services. These performance standards are listed in Chart 3.8.A below. |
| 3.8.6 |
Two examples of potential SLA credit methodologies
| Measurement |
Credit |
Measurement |
Credit |
| a |
1.5% |
a |
2% |
| b |
1.5% |
b |
2% |
| c |
1% |
c |
2% |
| d |
4% |
d |
2% |
| e |
1% |
e |
0% |
| f |
1% |
f |
0% |
| TOTAL |
10% |
TOTAL |
8% |
|
CHART 3.8.A
Measurement |
Description |
Performance Standard |
SLA credit |
- Service Level
|
The service level (SL) quantifies the percentage of calls (X%) answered within a target timeframe (typically within Y seconds). Service levels are to be measured by half-hour or hour increments and reported on a daily, weekly or monthly basis based on Task Order requirements. |
85% of calls are to be answered within 20 seconds.
100% of all calls are to be answered within 30 seconds.
This metric does not apply to calls that are fully serviced or abandoned in the IVR or an Automated Attendant. |
X% |
- Average Speed of Answer (ASA)
|
The average speed of answer (ASA) determines how quickly a call is answered within a target timeframe from the time the call enters the ACD system to the time a live call CSR answers the call. ASA levels are to be measured by half-hour or hour increments and reported on a daily, weekly or monthly basis based on Task Order requirements. |
30 seconds |
X% |
- In queue or on-hold time
|
Hold times for all callers, including Limited English Proficient and hearing impaired consumers. If hold time will be greater than 2 minutes, the caller should be able to choose to be called back by a CSR. |
< 120 seconds in queue or on hold AND
90% of all call backs made within 4 hours. |
X% |
- Abandoned Call Rate
|
The abandonment rate is the percentage of all callers (X%) that hang up once in the ACD or IVR queue within a target timeframe. The abandonment rate is measured either in real time or hourly and shall be reported on a daily, weekly or monthly basis based on Task Order requirements. Calls that are abandoned by the caller within 5 seconds are excluded from the ACR calculation. |
TASK ORDER MANAGER SELECT BETWEEN 5% to 10% (default is 10% if not otherwise specified):
X% |
X% |
- Busy Signal
|
The percentage of calls unable to get through and receive a busy signal. |
< 2% |
X% |
- Data Capture Rate
|
The acceptable minimum rate for capturing data on incoming calls. Data Capture on calls includes Call Center statistics, Customer Ticket Tracking database information, and agency database information collection (e.g. - Registries). |
> 90% |
X% |
- ACD Performance Complaints
|
The number of callers complaining about Call Center service expressed as a percentage of all calls, as documented by call center tickets for individual case tickets. ( Repeat complaints regarding the same incident will not be considered an additional incident.). |
< 1% |
X% |
TOTAL % |
|
(NOT TO EXCEED 10%) |
X% |
Contractor’s failure to meet an SLA will result in a credit, as liquidated damages and not as a penalty, to the Monthly Charges payable by the State during the month of breach. The reductions will be cumulative for each missed service requirement. The State, at its option for amount due the State as liquidated damages, may deduct such from any money payable to the Contractor or may bill the Contractor as a separate item. In the result of a catastrophic failure affecting the entire system, all affected SLAs shall be credited to the State. In no event shall the aggregate of all SLA credits paid to the State in any calendar month exceed 10% of the Monthly Charges.
