12-Appendix A - Service Level Agreement.pdf

Service Level Agreement (SLA) and Liquidated Damages (LDs) For Contingent Workforce Staffing – Customer Service and Image Review Operations Support

1. Purpose This Service Level Agreement (SLA) outlines the performance expectations of the Vendor in providing contingent staffing services to support HCTRA call center and image review operations. The Vendor shall supply personnel only that will assist in producing operational outcomes. This SLA incorporates standards aligned with HCTRA's expectations as well as commitments through existing agreements.

2. Scope of Services The Vendor shall:

• Recruit, screen, and place qualified call center and image review support personnel.

• Ensure full compliance with onboarding and training requirements.

• Maintain workforce continuity, meet staffing timelines, respond to staffing disruptions, and assist HCTRA with meeting contractual commitments established by Commissioners Court.

3. Tier 1 – Vendor-Level Staffing KPIs Metric Target

Time-to-Fill ≤ 5 business days from requisition Fill Rate ≥ 95% positions filled on time Replacement Time ≤ 2 business days after separation Attrition Rate (90-Day Window) ≤ 10% Onboarding Compliance 100% (background, eligibility, training) No-Show Rate ≤ 2% Corrective Action Response Time Within 3 business days of written notice

4. Tier 2 – Individual Staff Performance KPIs Includes ramp-up metrics (30–120 days), post-6-month CSR performance, adherence rules, and specific back-office and CVAT productivity and accuracy expectations.

Metric Target Punctuality ≥ 98% on-time arrivals

Attendance ≤ 2 unexcused absences per month Shift Adherence ≥ 90% QA Score ≥ 85% per HCTRA call audit standards Customer Interaction Quality Meets expectations Training Completion 100% within X business days Policy Compliance 100%

Productivity/Quality Expectations – Call Center

30 Days 60 days 90 days 120 days 180 Days

Calls Handled 30 37 40 45 52 Average Handle Time 14 minutes 12 minutes 10 minutes 9 minutes 8 minutes Average Hold Time 5 minutes 4:30 minutes 4 minutes 3:30 minutes

3:30 minutes

After Call Work 20 minutes 17 minutes 15 minutes 15 minutes minutes

Quality Average 80% 85% 90% 95% 95%

Productivity/Quality Expectations – Violation Enforcement Collections (VEC)

30 Days 60 days 90 days 120 days 180 Days

Calls Handled 18 22 25 30 32 Average Handle Time 25 minutes 21 minutes 17 minutes 15 minutes minutes

Average Hold Time 8 minutes 7 minutes 6 minutes 5:30 minutes minutes

After Call Work 30 minutes 25 minutes 23 minutes 20 minutes minutes

Average 80% 85% 90% 93% 95%

Productivity/Quality Expectations – EZ TAG Storefronts 30 Days 60 days 90 days 180 Days

Average Customer Handle Time

25 minutes 20 minutes 15 minutes 10 minutes

Average 70% 80% 90% 95%

Productivity/Quality Expectations – Back Office Services (BOS) 30 Days 60 days 90 days 180 Days

Email Team 20 emails or calls

30 emails or calls 40 emails or calls

45 emails or calls

Correspondence Team

15 emails or calls or mail

20 emails or calls or mail

25 emails or calls or mail

35 emails or calls or mail

IAG Team 2 emails and 1 call

4 emails and 2 calls

6 emails and 4 calls

8 emails and 6 calls

IOP Team 10 dispute interactions

15 dispute interactions

20 dispute interactions

25 dispute interactions

Fulfillment Team 350 fulfillments fulfillments 550 fulfillments 650 fulfillments

Distribution Team 300 envelopes envelopes 400 envelopes 450 envelopes

Payment Plan Team 7 contacts 11 contacts 15 contacts 19 contacts

Payment Processing Team

30% matrix score

50% matrix score 70% matrix score 75% matrix score

Department Task Hourly KPI Daily KPI Accuracy Goal IR Production 300 images/hr 2,100 images/day 99% minimum

IR Nesting (TRN) 272 images/hr 1,900 images/day

98% minimum

IRA Production 373 transactions/hr

2,800 transactions/day

99% minimum

IRAV Production 427 validations/hr

3,200 validations/day

99% minimum

CVAT Reject Reason

(RR)

Annotation

250/hr 2,000/day 99% minimum

CVAT License Plate

(LP)

Annotation

250/hr 2,000/day 99% minimum

CVAT Character Annotation

85/hr 600/day 99% minimum

CVAT Vehicle Annotation – Commercial

70/hr 490/day 99% minimum

CVAT Vehicle Annotation – Passenger

85/hr 600/day 99% minimum

CVAT Validations 857/hr 6,000/day 99% minimum

5. Reporting Requirements Deliverable Frequency Content

Staffing Dashboard Weekly Fills, attrition, replacements, onboarding compliance

Staff Performance Summary Monthly Attendance, QA scores, issue logs

Quarterly Business Review Quarterly KPIs, trends, issue resolution summaries

Security & Privacy Reports As needed Data handling and policy compliance reports

6. Liquidated Damages (LDs)

6.1 Triggers and Damages

Trigger Liquidated Damages Failure to fill within 5 business days $250 per position per day late Failure to replace staff within 2 business days

$300 per position per day

Day-one no-show or resignation within 7 days

$500 per instance

Incomplete onboarding/documentation at start date

$500 per staff per day

Attrition > 10% in a 90-day period $500 per headcount above threshold Noncompliance with background checks or training

$1,000 per incident

Failure to respond to corrective action within 3 days

$500 per unresolved incident

6.2 Cap and Enforcement

• Liquidated damages shall not exceed 10% of total quarterly contract value.

• Amounts will be deducted from Vendor invoices or paid within 15 business days.

7. Issue Management and Escalation

• Vendor shall maintain a log of all staffing and performance incidents.

• Corrective action implementation is required within 3 business days.

• Repeat noncompliance subjects Vendor to review and potential contract remedies.

Terms and Calculation Logic for SLA Enforcement

1. Introduction This document provides clear definitions and calculation methodologies for all performance metrics, staffing KPIs, and liquidated damages terms referenced in the SLA. The goal is to eliminate ambiguity and ensure enforceable expectations.

2. Defined Terms

• Time-to-Fill: The number of business days (excluding weekends and holidays) from the time a requisition is submitted to the time a candidate accepts the offer.

• Fill Rate: The percentage of open positions filled by the required due date. Calculated monthly.

• Replacement Time: The number of business days from when a separation is reported to the time a replacement candidate is identified and accepted.

• Attrition Rate: Percentage of employees who leave within 90 days of hire. Includes voluntary and involuntary separations.

• Onboarding Compliance: Percentage of staff who have completed all onboarding steps including background checks, eligibility verification, and training before the start date.

• No-Show: A candidate who fails to report to work on the scheduled start date without prior notification.

• Corrective Action: Any remedial plan requested in writing by HCTRA in response to performance issues or noncompliance.

• Unexcused Absence: An absence without prior approval or acceptable justification per

HCTRA attendance policy.

• Shift Adherence: The percentage of time an employee is present and working during scheduled shifts, excluding approved breaks.

• QA Score: Quality assurance rating assigned to customer interactions based on predefined audit standards.

• Customer Interaction Quality: Assessment of service provided, including professionalism, accuracy, and resolution.

• Training Completion: Completion of all mandatory training modules within five business days of start date.

• Policy Compliance: Adherence to all documented HCTRA policies and procedures.

3. Metric Calculation Logic

• Time-to-Fill: (Date Offer Accepted - Date Requisition Submitted) / Number of

Requisitions

• Fill Rate: (Positions Filled On Time / Total Positions Requested) * 100

• Replacement Time: (Date Replacement Hired - Date Separation Reported)

• Attrition Rate: (Number of Employees Leaving in 90 Days / Total New Hires) * 100

• Onboarding Compliance: (Employees Fully Onboarded on Day One / Total New Hires) *

• No-Show Rate: (Number of No-Shows / Total Scheduled Starts) * 100

• Corrective Action Response Time: (Date of Resolution - Date of Written Notice) in

Business Days

• Shift Adherence: (Total Time on Shift / Total Scheduled Time) * 100

• QA Score: (Sum of QA Scores / Number of Audited Interactions)

• Training Completion: (Employees Completing Training on Time / Total Required

Employees) * 100

• Policy Compliance: (Number of Compliant Instances / Total Audited Instances) * 100