Appendix E Performance Metrics.xlsx
XLSX spreadsheet 12 KB Posted
- Attached to
- Recreational Management System
- Solicitation number
- 198
- Issued by
- Ada County, Idaho
About this file
This document is an appendix containing performance metrics and penalties for a contract opportunity issued by the Idaho Department of Parks and Recreation (IDPR) for a recreational management system. The system must include reservation, registration, and retail management capabilities, utilizing a single central database operating in real-time and accessed through secure web-based interfaces. Key performance measures include busy-out rates, hold times, abandon rates, confirmation delivery, after-hours and TDD service availability, call center and help desk hours, system downtimes, agent quality, internet availability, in-park system uptime, and revenue reporting. Penalties are specified for failing to meet these standards, ranging from reduced fees to direct payments to IDPR.
The contract opportunity seeks a single, qualified vendor to provide the recreational management system. No additional details are provided on pricing, set-asides, incumbents, funding sources, or other salient commercial terms. The contract term and any renewal options are also not specified.
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| Signature Page ITB RFP August 2020.pdf | ||
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| solicitation_instructions Jan 2017.pdf | ||
| Signature-Page-ITB-RFP-1.pdf | ||
| Appendix C, Report.xlsx | XLSX spreadsheet | |
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Sheet1
| APPENDIX E - PERFORMANCE METRICS | ||||
| Performance Measure | Standard | Penalty | ||
| 1.1 | Busy-Outs | Less than 5% | All fees to make change or cancel reservations shall be reduced by the busy-out percentage as calculated on a monthly basis, and the residual amount shall be revenue to the IDPR. The busy-out percentage shall be calculated as a ratio of the number of unique callers (identified by telephone number) subject to a busy-out, in relationship to the number of all unique callers. | |
| 1.2 | Hold Time – In Queue | No more than 10% of callers held in queue more than 3 minutes prior to speaking to an agent excluding IVR times as measured at the call center phone switch and measured over a calendar month. | The percentage of calls in excess of 10% held in queue more than 3 minutes applied to all fees earned by the respondent to make, change, or cancel reservations during the month shall be revenue to the IDPR. | |
| 1.3 | Abandon Rate | No more than 10% abandon rate as measured at the call center phone switch and measured over a calendar month. | The percentage of calls abandoned in excess of the standard applied to all fees earned by the respondent to make, change, or cancel reservations during the month shall be revenue to the IDPR. | |
| 1.4 | Sending written confirmation | All reservation confirmations shall be sent by e-mail whenever possible or otherwise by mail within 48 hours from the time of reservations. Reservations made 1 week or less from the date of use will be sent by e-mail only. | $100.00 per day in which there is one or more late letter(s) | |
| 1.5 | After Hours Message | An after hour’s message should always be available for all customers of the call center. | $10 per hour in excess of the standard. | |
| 1.6 | TDD Service | TDD service should be available for all operating hours and TDD after hour’s message should be available for all customers of the call center. | $10 per hour in excess of the standard. | |
| 1.7 | Call Center Operation hours | The call center must be operated all hours as defined in the resulting contract of this RFP with the successful Bidder mutually agreed upon time for scheduled maintenance is excluded from this above time standard. | $10 per minute less than the standard. | |
| 1.8 | Customer Service Help desk hours | The Customer Service Help Desk must be open the same hours as the call center. | $10 per minute less than the standard. | |
| 1.9 | Call center computer system downtime, affecting capability to complete reservations at the call center, Internet, or parks. | No more than a total of 60 minutes per calendar month where reservations cannot be completed. Exceptions are made for natural disasters or other acts out of the control of the Contractor. | $10 per minute in excess of the standard. | |
| 1.1 | Call Center Phone Switch downtime. | No more than a total of 60 minutes per calendar month. | $10 per minute in excess of the standard. | |
| 1.11 | Call Center Agent Quality | Documented and verified agent errors of omission, misinformation, inappropriate reservations or registration, and data entry no more than 2 per 1,000 reservation or registrations each calendar month. Verification will be through investigation of customer complaints and/or specific discovery during periodic agency monitoring efforts. | $10 per error in excess of total allowed by the standard. | |
| 1.12 | Internet System downtime | No more than a total of 2 hours during a calendar month. Mutually agreed upon time for scheduled maintenance is excluded from this above timing standard. | $10 per minute in excess of the standard between 6am and 1am “unless greater than 24 hours per month”. | |
| 1.13 | Help Desk hours of operation for in-park System Users | At least 99% of all hours negotiated for help desk operation during a calendar month. | $100 per hour below the standard. | |
| 1.14 | In-park System Downtime | No more than 24 hours total per park per calendar month for system downtime, or more than 48 hours per park per calendar month for system problems effecting the efficiency or quality of in-park operations. | $10 per hour for each park not meeting the standard. | |
| 1.15 | Mystery Call Rating | At least 95% satisfactory rating average per calendar month based on mutually agreed rating criteria. | The percentage of calls below the standard applied to all fees earned by the respondent to make, change, or cancel reservations during the month shall be revenue to the agency. | |
| 1.16 | Delivery of Revenue to the IDPR | No late deposits to the IDPR each calendar month. | $100 first occurrence, $500 second occurrence, $1,000 third and subsequent occurrences for each occurrence, during the month the standard is not met. | |
| 1.17 | Delivery of Revenue Detail to the IDPR | No late or inaccurate revenue detail submissions to the IDPR each calendar month. | ||
| (File timing and content to be negotiated with successful Bidder) | $100 first occurrence, $500 second occurrence, $1,000 third and subsequent occurrences for each occurrence, during the month the standard is not met. | |||
| 1.18 | Erroneous Payment Card Processing Customer Overcharges | No payment card overcharges allowed due to contractor negligence, application error, or agent error | Contractor shall refund all charges made to customer for the transaction in question, compensates the customer for any penalties assessed by the customer’s financial institution including, but not limited to overdraft and over credit limit fees. In addition the Contractor is to pay the IDPR a sum equal to all service and usage fees involved in the transaction in question. | |
| 1.19 | Erroneous Payment Card Processing customer erroneous refunds | No payment card erroneous refunds allowed due to Contractor negligence, application error, or agent error | Refunds must be recovered within a 30 day period from the date of issue and only after customer is notified of the error. Refunds allowed to go uncollected beyond 30 days shall remain uncollected with no further attempt to contact the customer allowed. Contractor will refund to the IDPR a sum equal to twice the amount of any erroneous refund not recovered within 30 days. | |
| 1.20 | Reservation Double Booking | No reservation double-booking of any facility during a calendar month. This includes more than one reservation for a specific facility with overlapping stays, whether or not the reservations were made at the call center, on the Internet site, at the park, or as walk-in(s) at the park. | Refund all fees to customers affected and return triple the amount of the transaction fee to the IDPR. | |
| 1.21 | Missing Reservation | No missing reservations during a calendar month. This includes any reservation that could not be found in the in-park system at least by arrival day and can be substantiated by evidence, such as a confirmation notice or reservation number. | Refund all fees to customers affected and return triple the amount of the transaction fee to the IDPR. | |
| 1.22 | Help Desk Response Time | Call answered immediately or call returned within 2 hours to acknowledge problem | $100 per call not meeting standard. | |
| 1.23 | Help Desk Resolution time for User Application questions | Resolution within 2 business days. | $100 per call not meeting the standard. | |
| 1.24 | Errors caused by new programs. | Any new “bug” caused by the loading of a new program version will be fixed within 5 business days | $100 per park not meeting standard. |
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