EHCM Mod Performance Standards Subscription RFI 12042024.xlsx
XLSX spreadsheet 82 KB Posted
- Attached to
- 7A21--36C10B25R0014 | HR Smart - EHCM Modernization Subscriptions, Maintenance and Support | VA-25-00028927
- Solicitation number
- 36C10B25Q0084
About this file
This is a Service Level Agreement (SLA) standards document outlining performance metrics for an Enterprise Human Capital Management (EHCM) modernization project. The document details two main categories of SLAs: Service Delivery and Database/Applications performance standards.
The Service Delivery SLAs cover project schedule timelines, risk management, issue resolution, documentation quality, and compliance, all requiring 100% acceptable quality levels. The Database/Applications SLAs specify system performance requirements including response times (90% within 2 seconds, 99.999% within 10 seconds) and system availability (99.95% uptime with specific allowable downtime periods). The document includes measurement methods, calculation formulas, and consequences for performance, with CPARS ratings serving as the primary incentive mechanism. Financial penalties include a 5% monthly subscription cost reduction for failing to meet system availability requirements.
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Other files
| File | Type | Posted |
|---|---|---|
| 36C10B25Q0084_3.docx | DOCX document | |
| DRAFT Product Description EHCM Modernization Subscriptions Maintenance and Support 12042024.docx | DOCX document | |
| 36C10B25Q0084_2.docx | DOCX document | |
| REVISED RFI EHCM Modernization Subscriptions Maintenance and Support 12042024.docx | DOCX document | |
| REVISED_RFI_EHCM Modernization Subscriptions Maintenance and Support.docx | DOCX document | |
| 36C10B25Q0084_1.docx | DOCX document | |
| DRAFT Product Description EHCM Modernization Subscriptions Maintenance and Support.docx | DOCX document | |
| 36C10B25Q0084.docx | DOCX document |
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Text version
Sheet1
| SLA Name | SLA Type | Responsible | |||
| Organization | Service Description/Criteria | Surveillance Method | Calculation | Exceptions | Acceptable Quality |
| Level(s) | Incentives | Financial penalty for failure to meet SLA | |||
| Appendix A: Service Delivery SLAs | |||||
| Project Schedule Timelines | Service | Contractor | Performance is acceptable when clearly defined delivery milestones and deliverable dates are met. | Random Inspection Sampling |
Customer Satisfaction
Customer Complaints Number of project artifacts and milestones completed on time divided by number of total project artifacts and milestones multiplied by 100
Government requested re-prioritization or clearly communicated Government approved dependencies 100% Exceeding performance standard may result in an exceptional CPARS rating.
Meeting the AQL may result in a satisfactory CPARS rating.
Falling below the AQL may result in a marginal or unsatisfacory CPARS rating.
Project Risks Service Contractor Performance is acceptable when all risks have a documented mitigation strategy, have been communicated directly to the Government and are being actively worked. Random Inspection Sampling
Customer Satisfaction
| Customer Complaints | Number of risks with a documented mitigation strategy divided by total number of risks multiplied by 100 | ||
| N/A | 100% | Exceeding performance standard may result in an exceptional CPARS rating. |
Meeting the AQL may result in a satisfactory CPARS rating.
Falling below the AQL may result in a marginal or unsatisfacory CPARS rating.
| Project Issues | Service | Contractor | Performance is acceptable when project issues are communicated to Government POCs immediately upon realizing issue and in accordance with the Communications Plan and resolution timetables are adhered to. | |
| Random Inspection Sampling |
Customer Satisfaction
| Customer Complaints | Number of issues resolved within agreed timeline divided by total number of issues | ||
| multiplied by 100 | N/A | 100% | Exceeding performance standard may result in an exceptional CPARS rating. |
Meeting the AQL may result in a satisfactory CPARS rating.
Falling below the AQL may result in a marginal or unsatisfacory CPARS rating.
Documentation and Work Products Service Contractor Performance is acceptable when:
1. Critical information is accurate, timely, proofread and appropriately formatted.
2. Requested revisions are completed after Government review
3. Completed documentation is not returned for failure to comply with or meet the requirement
4. Government did not have to provide significant guidance to accomplish Random Inspection Sampling
Customer Satisfaction
Customer Complaints Number of deliverables and work products that met variance threshold divided by the total number submitted annually N/A 100% Exceeding performance standard may result in an exceptional CPARS rating.
Meeting the AQL may result in a satisfactory CPARS rating.
Falling below the AQL may result in a marginal or unsatisfacory CPARS rating.
Compliance Service Contractor Performance is acceptable with material weaknesses identified from audits are not repeated.
The contractor demonstrates ability to react/correct deficiencies in the application of relevant laws, rules, and regulations inclusive of security, 508
Number of repeat material weaknesses in a specified timeframe (as reasonable according to established audit cycles)
| 100% Inspection | Number of repeat material weaknesses in a specified timeframe (as reasonable according to established audit | ||
| cycles) | N/A | Within guidelines of audit results | Exceeding performance standard may result in an exceptional CPARS rating. |
Meeting the AQL may result in a satisfactory CPARS rating.
Falling below the AQL may result in a marginal or unsatisfacory CPARS rating.
Appendix B: Database and Applications SLAs System Response Time Operational Contractor Performance is acceptable when system demonstrates the ability to handle system action loads. This includes all clicks users make within the application, navigation, clicking on a title, searching, processing, and saving transactions, etc. Random Inspection Sampling
Customer Satisfaction
Customer Complaints Number of Personnel transactions successfully completed within 2 seconds divided by the total number of initiated personnel transactions multiplied by 100
Number of Personnel transactions successfully completed within 10 seconds divided by the total number of initiated personnel transactions multiplied by 100 Externally documented events outside scope of vendor control/reponsibility (e.g. Government owned and controlled capabilities). Government approved/planned outages. No longer than two seconds 90% of time; no longer than 10 seconds, 99.999% of time during servicable hours Exceeding performance standard may result in an exceptional CPARS rating.
Meeting the AQL may result in a satisfactory CPARS rating.
Falling below the AQL may result in an unfavorable CPARS rating.
System Availability Operational Contractor Performance is acceptable when percent of time system is available for users to enter information or query data is available 99.7% of the time. This is defined as the system being fully operational during service hours with an average of less than 6 minutes of downtime per year. Random Inspection Sampling
Customer Satisfaction
Customer Complaints The system shall be available 99.95% of the time for use. Periods of allowable downtime or unavailability are limited as follows: Daily: 4m 19s. Weekly: 30m 14s. Monthly: 2h 10m 24s. Quarterly: 6h 31m 13s. Allowable downtime is only permissible for emergency maintenance, outages based on third party equipment, infrastructure updates, and data center migrations, each of which require formal written evidence to substantiate. Available for 99.95% of the prescribed operation during servicable hours Exceeding performance standard may result in an exceptional CPARS rating.
Meeting the AQL may result in a satisfactory CPARS rating.
Falling below the AQL may result in an unfavorable CPARS rating.
Negative Incentive - Falling below the AQL may result in an unsatisfacory CPARS rating and shall result in total subscription cost per month of performance issue to be discounted by 5% for that month of occurrence.
Table Maintenance Updates Operational Contractor Performance is acceptable when tables are established, populated, maintenanced within the same business day and are error free. Random Inspection Sampling
Customer Satisfaction
| Customer Complaints | <2 business day delivery and error free | |
| N/A | Performance is acceptable when tables are established, populated, and maintenanced within the same business day and are error free. |
Exceeding performance standard may result in an exceptional CPARS rating.
Meeting the AQL may result in a satisfactory CPARS rating.
Falling below the AQL may result in an unfavorable CPARS rating.
| Processing Mass Actions (for example: Mass Pay, Automatic PARS, and WGI actions) | Operational | Contractor | 99.999% of transactions completed within appropriate time frame as mutually agreed upon | 100% inspection | Number of transactions completed within mutually agreed upon time frame divided by total number of transactions multiplied by 100 | |
| N/A | Percent of transactions completed within appropriate time frame as mutually agreed upon |
Exceeding performance standard may result in an exceptional CPARS rating.
Meeting the AQL may result in a satisfactory CPARS rating.
Falling below the AQL may result in an unfavorable CPARS rating.
Negative Incentive - Falling below the AQL may result in an unsatisfacory CPARS rating and shall result in total subscription cost per month of performance issue to be discounted by 5% for that month of occurrence.
Interface Capability Operational Contractor 100% of the time. Performance is acceptable when transmission of employee data to internal/external systems within established timelines. Random Inspection Sampling
Customer Satisfaction
Customer Complaints Employee records transferred to internal/external systems within specified time frame (Yes/No) N/A Performance is acceptable when transmission of employee data to internal/external systems occurs within established timelines
Exceeding performance standard may result in an exceptional CPARS rating.
Meeting the AQL may result in a satisfactory CPARS rating.
Falling below the AQL may result in an unfavorable CPARS rating.
Payroll Processing Operational Contractor 100% of processing completed. Number of payroll errors divided by total number of employees on payroll multiplied by 100 100% inspection Number of payroll errors divided by total number of employees on payroll multiplied by 100
< .001% (shall not be greater than) N/A Performance is acceptable when system demonstrates ability to interface with the payroll provider correctly and provide accurate data delivering successful payroll run with minimal errors (within alowable variance) and data corrections. Exceeding performance standard may result in an exceptional CPARS rating.
Meeting the AQL may result in a satisfactory CPARS rating.
Falling below the AQL may result in an unfavorable CPARS rating.
Negative Incentive - Falling below the AQL may result in an unsatisfacory CPARS rating and shall result in total subscription cost per month of performance issue to be discounted by 5% for that month of occurrence.
User Satisfaction with the System Service Contractor Point-in-Time survey of users to measure their satisfaction or dissatisfaction with deployed system functionality
Customer Survey, customer complaints, UAT, adoption Customer Satisfaction (CSAT) Score. The total number of 4 and 5 ratings received divided by the total number of responses times 100. N/A Acceptable rating, average score of 3 or higher. Exceeding performance standard may result in an exceptional CPARS rating.
Meeting the AQL may result in a satisfactory CPARS rating.
Falling below the AQL may result in an unfavorable CPARS rating.
Requirements management / delivered in solution Service Contractor Capability delivered by vendor demonstrates the vendors understanding of the requirement and was effectively translated into the delivered solution
| Government test and evaluation, traceability to government requirements, customer feedback | Number of requirements delivered within mutually agreed upon time frame divided by total number of requirements multiplied by 100 | |
| N/A | Acceptable rating, average score of 90% or higher. | Exceeding performance standard may result in an exceptional CPARS rating. |
Meeting the AQL may result in a satisfactory CPARS rating.
Falling below the AQL may result in an unfavorable CPARS rating.
Negative Incentive - Falling below the AQL may result in an unsatisfacory CPARS rating and shall result in total subscription cost per month of performance issue to be discounted by 5% for that month of occurrence.
| Service Desk Response Time – Pay Impacting | Operational | Contractor | Response time for help desk initial contact for pay impacting ticket. | Service desk metrics. | 95% of the time, initial contact within 5 hours (initial contact will be defined as a direct instant message or utilizing MS Teams, email through MS Outlook, or desk phone/cellular call from the Help Desk to the Affected User). | N/A | Performance is acceptable when response time meets established criteria. | |
| Exceeding performance standard may result in an exceptional CPARS rating. |
Meeting the AQL may result in a satisfactory CPARS rating.
Falling below the AQL may result in an unfavorable CPARS rating.
| Inquiry Resolution – Pay Impacting | Operational | Contractor | Time to close / resolve pay impacting help desk ticket. | Service desk metrics. | Time to Close, resolution within 2 business days of ticket open date (resolution exception will be applied to system defect tickets due to varying levels of complexity). | N/A | Performance is acceptable when response time meets established criteria. | |
| Exceeding performance standard may result in an exceptional CPARS rating. |
Meeting the AQL may result in a satisfactory CPARS rating.
Falling below the AQL may result in an unfavorable CPARS rating.
| Service Desk Response Time – Non-Pay Impacting | Operational | Contractor | Response time for help desk initial contact for non-pay impacting ticket. | Service desk metrics. | 90% of the time, initial contact from help desk within 4 business days (initial contact will be defined as a direct instant message or utilizing MS Teams, email through MS Outlook, or desk phone/cellular call from the Help Desk to the Affected User). | N/A | Performance is acceptable when response time meets established criteria. | |
| Exceeding performance standard may result in an exceptional CPARS rating. |
Meeting the AQL may result in a satisfactory CPARS rating.
Falling below the AQL may result in an unfavorable CPARS rating.
| Inquiry Resolution -Non-Pay Impacting | Operational | Contractor | Time to close / resolve non-pay impacting help desk ticket. | Service desk metrics. | Time to Close, resolution within 5 business days of ticket open date (resolution exception will be applied to system defect tickets due to varying levels of complexity). | N/A | Performance is acceptable when response time meets established criteria. | |
| Exceeding performance standard may result in an exceptional CPARS rating. |
Meeting the AQL may result in a satisfactory CPARS rating.
Falling below the AQL may result in an unfavorable CPARS rating.
| Key Service Desk Resolution Rate | Operational | Contractor | Service desk resolution rate | Service desk metrics. | Less than one unresolved issue per day, with all issues being solved within 60 days of inquiry | N/A | Performance is acceptable when resolution rate meets established criteria. | |
| Exceeding performance standard may result in an exceptional CPARS rating. |
Meeting the AQL may result in a satisfactory CPARS rating.
Falling below the AQL may result in an unfavorable CPARS rating.
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