Attachment 2_Draft Service Level Agreements_vF.pdf
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- 1331L5-26-S-13OS-0002
About this file
This document is a Draft Service Level Agreement (SLA) for an HR service provider, detailing performance metrics across multiple operational categories. The SLAs cover six primary areas: Contact Center, PAR Processing, Payroll Processing, Benefits Processing, eOPF (electronic Official Personnel Folder), Reporting, HRIT Data, and special operational considerations. Key performance metrics include speed to answer customer contacts (via email, telephone, and myService Hub), first-tier resolution rates, overall contact resolution within 3 business days, customer satisfaction survey results, and processing accuracy for personnel actions, payroll, and benefits. The document notes these are draft SLAs subject to potential removal or change, with items highlighted in blue representing draft fee-at-risk metrics that may carry financial implications if performance standards are not met. The SLAs are designed to ensure timely, accurate processing of HR-related actions and maintaining data integrity across various HR information systems.
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Other files
| File | Type | Posted |
|---|---|---|
| Attachment 4_Draft Projected PPB and Call Center Workload Volumes_vF.xlsx | XLSX spreadsheet | |
| Attachment 3_Draft Role Descriptions_vF.pdf | ||
| Attachment 1_Draft Program Requirements and Evaluation Approach_vF.pdf | ||
| Attachment 5_Draft Pricing Template_vF.xlsx | XLSX spreadsheet | |
| DOC_SSPO_HR RFI_F.pdf | ||
| Attachment 6_Draft Staffing Model Template_vF.xlsx | XLSX spreadsheet |
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Text version
December 2025
Attachment 2: DRAFT Service Level Agreements (SLAs)
| Important | Note: These are draft SLAs only; all SLAs noted here are subject to removal or change, calibration, baselining, and | |
| final agreement. Additional SLAs may also be included in the final list. Items highlighted | in | blue are draft fee-at-risk SLAs and |
may carry a financial impact if not met. Details pertaining to financial impacts will be determined during negotiations between ES and the Provider.
Category Metric Definition Contact Center
Speed to Answer (by channel, 3 separate metrics
– email, telephone, myService Hub)
Incoming contacts that are answered by a CSR within a certain amount of time. Pertains to contacts made by calling, emails and HR landing page inquiries via myService Hub.
Tier 1 Resolution
All contacts (resulting in ticket creation) that are resolved at Tier 1. Pertains to contacts made by calling, emails and HR landing page inquiries via myService Hub.
Overall Contact Resolution All contacts (resulting in ticket creation) related to services offered (e.g., PAR, Payroll, Benefits, Time & Attendance, and HRIT system administration) that are resolved within 3 business days.
Customer Satisfaction Survey (for individual transactions)
Customers who “Strongly Agree” or “Agree” that “Overall, I am satisfied with the service I received from OHRM” according to survey responses following closure of their ticket.
PAR
Processing
| PAR | Processing | |
| (Timeliness | and | Quality, |
| 2 | separate | metrics) |
| Workable | PARs | processed | in | the | current | pay | period | that | are | accurately | processed | within | the |
| intended | pay | period | (based | on | the | action’s | effective | date). |
Payroll Processing
| Payroll | Processing | |
| (Timeliness | and | Quality, |
| 2 | separate | metrics) |
| Workable | Payroll | actions | processed | in | the | current | pay | period | that | are | accurately | processed |
| within | the | intended | pay | period | (based | on | the | action’s | effective | date). |
Benefits Processing
| Benefits | Processing | |
| (Timeliness | and | Quality, |
| 2 | separate | metrics) |
| Workable | Benefits | actions | due | to | be | processed | in | the | current | pay | period | that | are | accurately |
| processed | and | applied | within | the | intended | pay | period | (based | on | the | action’s | effective | date). |
eOPF eOPF (Transmission Timeliness)
Case files for each processed action that are securely uploaded and stored in eOPF within 10 business days of the close of the processing Pay Period.
eOPF Quality (Transmission QA)
Case files for each processed action that are accurately uploaded and stored in eOPF (all required documentation and information is present).
December 2025
| Category | Metric | Definition |
| Reporting | Operational and |
Performance Reporting Agreed upon operational and performance reports as defined in Call Orders are accurate and delivered on-time (inaccurate reports received by the expected date are not considered on-time). For example, operational reports may include a weekly report on the status of Entry on Duty PARs received that Pay Period.
HRIT Data Data Maintenance
Records with consistent information and are free of data integrity issues (e.g., mismatches) across all processing systems. For example, information reflected in HRConnect is accurate and matches up with NFC Systems.
At Fault No-Pays When due to the fault of the vendor a person is not paid timely through normal NFC processing and is forced to receive a substantial (but reduced) manual payment until normal pay processing for that person can begin/resume
SINQ Processing Timeliness
(Travis, Val – this was proven to be a slippery slope in terms of process compliance and it also got us into trouble with the auditors several times. Really recommend we don’t track this as an SLA or visible operational metric). PAR, Payroll, and Benefits actions in suspense, that were originally processed by the Contractor, that are corrected in a timely manner, enabling the action to be successfully processed.
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