Appendix A - Performance Standards 12.09.2025.docx
DOCX document 37 KB Posted
- Attached to
- T2327 - Defined Contribution Retirement Program Administrative Services: NJSEDCP & NJDCRP
- Solicitation number
- 26DPP01201
- Issued by
- New Jersey
About this file
This is a Performance Standards attachment for the State of New Jersey establishing service level requirements for administrative services provided to the New Jersey State Employees Deferred Compensation Plan (a 457(b) plan) and the New Jersey Defined Contribution Retirement Program (a 401(a) plan). The document outlines measurable performance standards that apply to specific service categories, with particular emphasis on participant call center operations. The attachment is designed to work in conjunction with other contract documents and does not replace or modify existing terms except where expressly stated, and it references the Bid Solicitation Scope of Work Section 4.2.2 for specific call abandonment rate requirements.
The performance standards document establishes a framework for measuring service delivery through specific metrics, including call abandonment rates for the participant call center, with financial consequences through liquidated damages tied to failure to meet service level requirements. The document indicates that fees are at risk based on performance, creating financial accountability for the contractor to maintain specified ongoing service level requirements. Additional details regarding specific performance thresholds, measurement methodologies, and damage calculations are contained in the referenced Bid Solicitation Scope of Work and related contract attachments.
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Performance Standards This attachment is designed to establish performance standards for certain Services provided to the State of New Jersey (State). This attachment is not designed to replace or modify any other attachment or any part of the Agreement, except as may be expressly set out below. Performance standards outlined in this attachment apply to the following Plans:
· New Jersey State Employees Deferred Compensation Plan, a 457(b) plan
· New Jersey Defined Contribution Retirement Program, a 401(a) plan
| Category |
| Measurement |
| Fees at Risk (Liquidated Damages) |
Ongoing Service Level Requirements
| Participant Call Center Call Abandonment Rate – see Bid Solicitation Scope of Work, Section 4.2.2 |
| Service Level Requirement: <=3% |
On average for each calendar quarter, the abandoned call rate must average less than or equal to three percent (3%). This measurement is calculated as the number of abandoned telephone calls, divided by the total number of telephone calls. Average performance standards for the calendar quarter must be provided to the State using reports generated quarterly from the recordkeeping system and the Call Management system. A report must be generated quarterly from the Contractor to document the necessary information regarding the average Participant Call Center call abandonment rate.
0.5% of annual fees
| Participant Voice Response System (VRS) Availability – see Bid Solicitation Scope of Work, Section 4.2.2 |
| Service Level Requirement: The Contractor’s Participant VRS must be available ninety-nine percent (99%) of the time, twenty-four (24) hours a day, seven (7) days a week, excluding time scheduled for maintenance. Availability rate shall be measured by calculating the total number of hours the system is available divided by the total number of hours it was scheduled for availability (availability is measured twenty-four (24) hours a day excluding scheduled periods of maintenance and system upgrades, with prior notification). Maintenance shall not be scheduled for prime participant utilization times and shall not exceed forty-eight (48) hours per month. A report must be generated quarterly from the Contractor to document the necessary information regarding the availability of the Contractor’s Participant VRS per the above-noted standards. |
| 0.25% of annual fees |
| Participant Website Availability – see Bid Solicitation Scope of Work, Section 4.2.2 |
| Service Level Requirement: The Contractor’s Participant Website must be available ninety-nine percent (99%) of the time, twenty-four (24) hours a day, seven (7) days a week, excluding time scheduled for maintenance. Availability rate shall be measured by calculating the total number of hours the system is available divided by the total number of hours it was scheduled for availability (availability is measured twenty-four (24) hours a day excluding scheduled periods of maintenance and system upgrades, with prior notification). Maintenance shall not be scheduled for prime participant utilization times and shall not exceed forty-eight (48) hours per month. A report must be generated quarterly from the Contractor to document the necessary information regarding the availability of the Contractor’s Participant Website per the above-noted standards. |
| $2,000 for the year |
| Plan Sponsor Website Availability – see Bid Solicitation Scope of Work, Section 4.4 |
| Service Level Requirement: The Contractor’s Plan Sponsor Website must be available ninety-nine percent (99%) of the time, twenty-four (24) hours a day, seven (7) days a week, excluding time scheduled for maintenance. Availability rate shall be measured by calculating the total number of hours the system is available divided by the total number of hours it was scheduled for availability (availability is measured twenty-four (24) hours a day excluding scheduled periods of maintenance and system upgrades, with prior notification). Maintenance shall not be scheduled for prime plan sponsor utilization times and shall not exceed forty-eight (48) hours per month. A report must be generated quarterly from the Contractor to document the necessary information regarding the availability of the Contractor’s Plan Sponsor Website per the above-noted standards. |
| $1,000 for the year |
| Quarterly Online Participant Statements – see Bid Solicitation Scope of Work, Section 4.3 |
| Service Level Requirement: Ninety-nine percent (99%) availability of online participant statements, twenty-four (24) hours a day, seven (7) days a week, posted within fifteen (15) Calendar Days after the end of reporting period (each calendar quarter), or within ten (10) Business Days after receipt of all required information from the State or third-party service providers, whichever is later. A report must be generated quarterly from the Contractor to document the necessary information regarding the availability of participant online statements per the above-noted standards. |
| 0.25% of annual fees |
| Quarterly Hardcopy Participant Statements – see Bid Solicitation Scope of Work, Section 4.3 |
| Service Level Requirement: One hundred percent (100%) of participant hardcopy statements shall be mailed within fifteen (15) Calendar Days after the end of reporting period (each calendar quarter), or within ten (10) Business Days after receipt of all required information from the State or third-party service providers, whichever is later. A report must be generated quarterly from the Contractor to document the necessary information regarding the timing of participant hardcopy statements per the above-noted standards. |
| $2,000 per violation |
| Participant Call Center Average Speed to Answer – see Bid Solicitation Scope of Work, Section 4.2.2 |
| Service Level Requirement: All telephone calls to Contractor’s Participant Call Center must be answered within thirty (30) seconds on average, calculated as the total wait time (in seconds) of calls, divided by the number of answered calls. A report must be generated quarterly from the recordkeeping system to document the necessary information regarding the number of telephone calls received and answered. |
| 0.5% of annual fees |
| Participant Call Center First Call Response / Resolution Rate – see Bid Solicitation Scope of Work, Section 4.2.2 |
| Service Level Requirement: Ninety percent (90%) of participant questions directed to a Participant Call Center Customer Service Representative must be resolved during first telephone call. This measurement is calculated as the number of telephone calls directed to a Customer Service Representative at the Contractor’s Participant Call Center, divided by the total number of those telephone calls resolved without any follow-up response provided to the participant. A report must be generated quarterly from the Contractor to document the necessary information regarding the number of participant inquiries received and answered during the first participant call to the Contractor’s Participant Call Center. |
| 0.25% of annual fees |
Quarterly Reporting and Disclosure of Performance Standard results – see Bid Solicitation Scope of Work, Section 4.7
| The Contractor shall provide a report of results of each performance standard measurement specified in this attachment to the State within forty-five (45) Calendar Days after the end of each calendar quarter. The Contractor must review reports with the State via telephone, webcast, or in-person meeting, as requested by the State. |
| $1,000 per violation |
| Case Management (Work Item Resolution) – see Bid Solicitation Scope of Work, Section 4.2.2 |
| Service Level Requirement: |
Ninety-five percent (95%) of Work Items must be resolved within 5 Business Days, ninety-nine percent (99%) of Work Items must be resolved within ten (10) Business Days. A “Work Item” constitutes a participant issue generated to the Contractor’s Participant Call Center Case Management Team as a result of not being resolved during a participant call and requiring additional research, actions, and follow-up.
This measure is calculated as the number of Work Items reported by the Participant Call Center Case Management Team and resolved, divided by the total number of participant issues tracked through the Work Item system within the quarter. A report must be generated quarterly from the Contractor to document the necessary information regarding the percentage of Work Items resolved within 5 Business Days and ten (10) Business Days, respectively.
0.5% of annual fees (for each measure)
| Transaction Processing Accuracy – see Bid Solicitation Scope of Work, Section 4.3 |
| Service Level Requirement: |
Ninety-nine percent (99%) accuracy on processing rate measured by calculating as the total number of transactions processed without errors by the total number of transactions processed; errors defined through audit and as reported. A report must be generated quarterly from the Contractor to document the necessary information regarding the transaction accuracy rate.
0.5% of annual fees
| Disbursement and Loan Transaction Processing Timing – see Bid Solicitation Scope of Work, Section 4.3 |
| Service Level Requirement: Ninety-nine percent (99%) of disbursements and loan transactions must be processed within two (2) Business Days after receipt of an approved request received in good order. A report must be generated quarterly from the Contractor to document the necessary information regarding the timing of disbursements and loan transactions. |
| 0.25% of annual fees |
| Remittance Processing – see Bid Solicitation Scope of Work, Section 4.3.1 |
| Contributions, loan repayments, and other remittances must be processed by the Contractor on the same Business Day if the money and data are both received in good order before the close of business at 4:00 p.m. ET on that Business Day. A report must be generated quarterly from the Contractor to document the necessary information regarding achievement of the indicated timing of remittance processing. |
| 0.5% of annual fees |
Ongoing Service Level Requirement Exceptions and Maximum Fees at Risk
| When Participant Call Center Service Level Requirements are Suspended |
| Participant Call Center Service Level Requirements noted above shall be suspended when unusual market or employer activity leads to unanticipated call volume increases of fifteen percent (15%) or more above normal participant call volumes experienced by the Contractor’s Participant Call Center. |
Maximum Annual Fees at Risk for Ongoing Service Level Requirements
| The maximum Contractor fees at risk for the above-noted Service Level Requirements must not exceed ten percent (10 %) of annual fees, measured across each respective calendar year. |
| 10% of annual fees |
One-Time Service Level Requirements
| Initial Implementation/Conversion Service Level Requirement – see Bid Solicitation Scope of Work, Section 4.1.3 |
| Timely delivery of implementation/conversion services based upon implementation of new contract and services, including any required conversion of assets and records, according to mutually agreed upon project plan. |
In addition to the above-noted requirements, for a conversion from a separate record-keeper, if an adequate test file is received from the previous record-keeper at least forty-five (45) Calendar Days prior to the conversion date, the “blackout” period must be completed within ten (10) Business Days after the receipt of all final reconciled participant account balances from prior record-keeper. The blackout period is defined as the period of time required to establish participant account balances on the recordkeeping system while no participant processing is allowed. The blackout period ends when contribution and transaction processing resume and is fully functional.
5% of annual fees (separate from maximum fees at risk for ongoing Service Level Requirements)
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