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Draft Service Level Agreements (SLAs)
Enterprise Services –Talent Acquisition Managed Services
Enterprise Services –Talent Acquisition Managed Services
Draft document to be finalized in advance of future Orders executed against the IDIQ
| Category |
| Type |
| Metric |
| Definition |
| Contact Center |
| SLA |
| Service Level |
| Percentage of all incoming contacts that are answered by a Tier 1 Customer Service Representative (CSR) within a certain amount of time. Pertains to contacts made by calling, emails and HR landing page inquiries. |
| SLA |
| First Call Resolution |
| Percentage of contacts (resulting in ticket creation) that are resolved at Tier 1. Pertains to contacts made by calling, emails and HR landing page inquiries. |
| SLA |
| Resolution Time |
| Percentage of all Tier 2 contacts (resulting in tickets) that are fully resolved within 3 business days for all customers. Pertains to contacts made by calling, emails and HR landing page inquiries. |
| SLA |
| Customer Satisfaction |
| Percentage of responding customers that are satisfied or very satisfied with their service-level, processing/transactional and communications experience with the contact center. |
| Overall |
| SLA |
| 80 Day Hire |
| Percentage of hiring actions that meet the 80-day hiring metric overall as defined by the Department of Commerce (DOC), recognizing that achievement of this goal is affected by hiring managers’ timeliness. |
| SLA |
| Time to cert |
| Percentage of hiring actions that meet the 31-day timeline (outlined in the steps 1-6 of the 80-day hiring model) from creation of a job announcement to the issuance of certificate of eligibles. |
| SLA |
| Special Hiring Authorities |
| Percentage of hiring actions using Special Hiring Authorities (e.g., Direct Hire Authority, Schedule A, Veteran’s Hiring) that meet the 45-60 day hiring timeframe as defined by DOC, recognizing that achievement of this goal is affected by hiring managers’ timeliness. |
| SLA |
| Customer Satisfaction |
| Percentage of customers (e.g., Applicants and Hiring Mangers) who were satisfied or very satisfied with the overall service provided by the service provider. |
| SLA |
| Manager Satisfaction with Candidate Pool |
| Percentage of hires where Hiring Managers were satisfied with the quality of the candidate pools. |
| SLA |
| Quality Audit |
| Percentage of certificates of eligibles/hires that pass quality audits conducted by DOC and/or the Office of Personnel Management (OPM) with no significant findings. Note that Vendor shall adhere to all applicable OPM and DOC rules and regulations. Wherever OPM and/or DOC rules and regulations do not apply, Vendor shall perform work in accordance with guidance provided by Contracting Officer Representative (COR). |
| SLA |
| Responsiveness to Hiring Manager |
| Upon assignment of a hiring action, Vendor shall contact Hiring Manager within 24 hours and participate in consultation with Hiring Manager within 5 business days. Vendor shall prepare for the meeting by reviewing all submitted documents and attend the meeting with a drafted Job Announcement ready for review. |
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