Appendix E - Service Level Agreements.xlsx
XLSX spreadsheet 19 KB Posted
- Attached to
- RFP 6100062977-Flexible Spending Account
- Solicitation number
- OA-RFP005778
- Issued by
- Pennsylvania
About this file
Appendix E - Service Level Agreements.xlsx is a detailed performance metrics document for a Flexible Spending Account (FSA) third-party administration contract with the Commonwealth of Pennsylvania. The document outlines specific service level requirements and associated financial credits for various operational performance metrics, including call center performance, interface file processing, reporting, claims processing, and account management. Key performance targets include answering 85% of calls within 20 seconds, maintaining a call abandonment rate under 2%, processing claims with 95% accuracy, closing accounts within 3 weeks of termination notice, completing electronic interface testing by December 1, 2026, and distributing communication materials to eligible members by September 18, 2026.
The service level agreement includes quarterly financial penalties for underperformance, with service credits ranging from $1,000 to $2,500 depending on the specific metric not met. Each performance area has a defined calculation method, review frequency, and corresponding financial consequence, which creates a structured accountability framework for the third-party administrator. The document appears to be part of Request for Proposal (RFP) 6100062977, which seeks a vendor to manage Medical and Dependent Care Reimbursement Accounts for the Pennsylvania state government, with precise performance expectations and financial incentives for maintaining high-quality service standards.
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Other files
| File | Type | Posted |
|---|---|---|
| Appendix A - Plan 125 Document Medical FSA_DCAP.pdf | ||
| Appendix B - Personnel Listing and Experience by Position.xlsx | XLSX spreadsheet | |
| RFP 6100062977 Cost Submittal.xlsx | XLSX spreadsheet | |
| 1318784-event.pdf | ||
| Appendix D - Accessibility Requirement for Supplier-Built Websites or Apps_022025.pdf | ||
| 2027 Technical Submittal.docx | DOCX document | |
| Appendix C - Contract Terms and Conditions.docx | DOCX document | |
| Appendix F - PDAA Assessment.pdf |
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Text version
Sheet1
| APPENDIX E |
| Service Credit |
| Performance Metric | Performance Target | Description | Calculation | Frequency of Review | Service Level Credit |
| Call Inquiries | 85% or higher | Answer 85% of calls within 20 seconds and maintain an average speed to answer of 20 seconds or less. | Total number of calls using total delay time per interval (wait time in the queue) / total calls answered per interval | Quarterly | $2,500 |
| Abandonment Call Rate | Less than 2% | Maintain abandonment rate of less than 2%. | Number of calls not answered divided by total number of calls times 100. | Quarterly | 10% of Quarterly PPPM |
| Number of calls not answered divided by total number of calls times 100. | Within two (2) business days of receipt. | Interface files must be applied to vendor’s eligibility system within two (2) business days of receipt of files. | Total number of business days from when file is picked up from vendor from when file is applied to eligibility system. | Quarterly | 20% of quartley PPPM |
| Reporting Requirements | Within two (2) business days of required date. | Will provide reports on call center and customer service within two (2) business days of required date. | Required due date plus two (2) business days. | Quarterly | 20% of quarlerly PPPM |
| Claims Processing | 95% | Vendor will process all documentation provided for claims at an accuracy rate of 95% or higher. | Total number of all claims multiplied by 95 percent (.95). | Quarterly | 20% of quarterly PPPM |
| Closing Accounts | 95% | 95% of all accounts will be closed within 3 weeks of receiving notice of termination from the Office of Administration. | Number of accounts still open after 3 weeks of termination notice divided by total number of terminations. | Quarterly | $1,000.00 |
| Electronic Interface and Testing | Successfully completed by December 1, 2026. | Testing of the technical infrastructure must be successfully completed and accepted by BEB prior to commencing services. | BEB approval that testing has been completed successfully. | Once, before September 18, 2026. | $2,500.00 |
| Communication Material | 100% | Will draft, produce and distribute program material to eligible members by September 18, 2026. | All eligible members are sent communication material. | Once, before September 18, 2026. | $2,500.00 |
RFP 6100062977
Appendix E
File details come from the government source that posted it. Updated .