2017 Scope Exh H - Service Response Time FINAL 12 10 15.docx

Exhibit H - Service Response Time and Effectiveness Standard 10.7.2015

Attachment F:

Exhibit H Service Response Time and Effectiveness Performance Standard for Workstations During the Contract term, the Contractor will receive requests from Inspection Stations and the Agencies for service, repair, maintenance, calibrations, or other support functions necessary for the proper function of the Workstations. Prompt service from the Contractor is essential to maintain the accuracy of the equipment and the convenience of motorists seeking Inspections, and to allow the Inspection Stations to provide good service to their customers. In order to effectuate these goals, the Contractor is required to adhere to the following Performance Standard for Service Response and Effectiveness (the “Standard” or “Performance Standard”), as set forth in this Exhibit H, for the duration of the Contract term, including, if applicable, any Contract term extension period.

For the purposes of this Standard, the following terms apply:

1. Business Day – shall mean all days from 8:00 a.m. through 5:00 p.m., except:

a. Saturdays for Stations that are not open for four or more hours for conducting Inspections (i.e., stations not included on the monthly list required by Methodology paragraph 2.f. below and Stations included on the monthly list required by Methodology paragraph 2.g. below);

b. Sundays; and

c. Program Holidays, as defined below.

2. Program Holiday – shall mean all of the following holidays: New Years Day, Presidents Day, Patriots Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Eve Day, and Christmas Day. If any Program Holiday occurs on a Saturday or Sunday and is observed by the Contractor’s paid time off policy on a weekday, then the weekday observed by the Contractor’s paid time off policy shall constitute the Program Holiday.

3. Reliable Operation – shall mean that service is sufficient so that the Workstation does not become nonoperational for the same root cause by the end of the second consecutive Business Day following the date of the service.

4. Nonoperational – shall mean that the Workstation is unable to conduct all authorized types of Inspections for more than 4 hours in any one Business Day.

Performance Standard The Contractor shall provide and complete service by the end of the Business Day following the date on which the service call is received, in sufficient time to return the Workstation to Reliable Operation. For purposes of this Performance Standard, service calls received after 5:00 p.m. on any day shall be considered received on the next Business Day.

The Contractor shall provide one or more of the following services in order to meet the Performance Standard:

1. Phone consultation with the Station sufficient to resolve the reported equipment problem(s) or malfunction(s);

2. Remote access to the Workstation sufficient to resolve the reported equipment problem(s) or malfunction(s);

3. Delivery to the Station of the part(s) necessary to resolve the reported equipment problem(s) or malfunction(s);

4. Onsite service sufficient to resolve the reported equipment problem(s) or malfunction(s); or

5. Receipt by a Station representative of the part(s) necessary to resolve the reported equipment problem(s) or malfunction(s) from a Motorist Assistance Center.

Methodology

1. For each calendar month beginning October, 2017, the Contractor shall supply to the Agencies the information set forth in this section for each service ticket closed during the calendar month pursuant to a request for service, regardless of whether the request for service was by a Station, the Contractor, or either of the Agencies. Such information shall be submitted to the Agencies by the close of business of the 30th day of the following month, or the next day (excepting Saturdays, Sundays, and Program Holidays) if the 30th day is a Saturday, Sunday, or Program Holiday. This deadline for this monthly submittal may be adjusted by mutual agreement of the Contractor and the Agencies.

The information submitted by the Contractor to the Agencies on a monthly basis will include the following items:

a. Service ticket tracking number

b. Workstation identification number

c. The type of service provided (from the five types listed in the Performance Standard)

d. Date and time the call for service was received from the station or the Agencies

e. Date and time of the service

f. Any comments, repair text, or other information entered by the repairer indicating the discrete support function(s) performed

g. Whether a service call for the same problem or the same malfunction was received prior to the end of the second consecutive Business Day following the date of the phone call that reportedly fixed the problem or the malfunction

h. Whether onsite service was provided by the end of the next Business Day following the date on which the service ticket was opened

i. Whether a service call for the same problem or the same malfunction was received prior to the end of the second consecutive Business Day following the date of the on-site Field Service Representative visit

j. Whether the Workstation was nonoperational for the same problem or the same malfunction prior to the end of the second Business Day following the date of service

k. Whether Saturday is a Business Day for the Station (i.e., the Station is included on the list of Stations in Methodology Paragraphs 2.f or 2.g.).

2. Based on the information in Methodology Section 1 above for each calendar month effective October 2017, the Contractor shall submit to the Agencies a monthly report. The report for each month shall be submitted to the Agencies by the close of business of the 30th day of the following month, or the next day (excepting Saturdays, Sundays, and Program Holidays) if the 30th day is a Saturday, Sunday, or Program Holiday. The deadline for this monthly submittal may be adjusted by mutual agreement of the Contractor and the Agencies.

The monthly report submitted by the Contractor to the Agencies on a monthly basis will include the following items:

a. The number of service tickets for service requests that were closed during the month

b. The number of service tickets where the problem was reportedly successfully solved over the phone

c. The number of service tickets where the problem was reportedly successfully solved over the phone, and the Workstation became nonoperational for the same problem or the same malfunction prior to the end of the second consecutive Business Day following the date of the repair

d. The number of service tickets where on-site service was performed

e. The number of service tickets where onsite service was performed and the Workstation became nonoperational for the same problem or the same malfunction prior to the end of the second consecutive complete Business Day following the date of the repair

f. A list of Stations that, as of the first day of the month, had reported to the Contractor or had been reported to the Contractor by either of the Agencies, as open Saturdays for four or more hours for the purpose of conducting Inspections, regardless of whether the hours open for the purpose of conducting Inspections are the Station’s hours of operation posted with the Registry.

g. A list of Stations included on the list required pursuant to Paragraph 2.f. above that were found by the Contractor or the Agencies to have reduced their Saturday hours of Inspections to less than four hours or are otherwise not open or accessible to the Contractor for purposes of accessing the Workstation on a Saturday which would otherwise require on-site service if the problem cannot be successfully solved over the phone.

3. On the delivery of the first month’s information, the Contractor shall supply to the Agencies the query language or other similar mechanism used by the Contractor to generate the data to create the above monthly information and report(s). This submittal shall be in a format that allows the Agencies to replicate the data used to generate the monthly report required above, using the same data sources used by the Contractor. The deadline for this submittal may be adjusted by mutual written agreement of the Contractor and the Agencies. If the Contractor revises the query language or other similar mechanism used to generate the data used by the Contractor to generate the monthly report, the amended query language or other similar mechanism used to pull the data used by the Contractor to generate the monthly report shall be supplied to the Agencies with the first month’s submittal using the revisions.

4. Nothing in this Exhibit H shall preclude the Agencies from performing an independent evaluation of the Contractor’s compliance with any of the requirements of the Performance Standard based upon any relevant information, including but not limited to any information that is not contained in the Contractor’s monthly submittals to the Agencies required by this Exhibit.