Attachment 3-B SL Definitions
290 KB Posted
- Attached to
- Hosted Contact Center Services
- Solicitation number
- 98000-HCC-0000005215
- Issued by
- Georgia
About this file
This is a Service Level Definitions attachment (Attachment 3-B) for the Georgia Technology Authority's Request for Proposals (RFP 98000-HCC-0000005215) for Hosted Contact Center Services, issued July 12, 2021. The document serves as a template and instructional guide for service providers responding to the RFP to define and describe the service level measures they will provide. Service providers are required to complete this attachment by describing their proposed Service Level measures across three categories: Critical Service Levels (for which customers may receive service level credits upon provider failure), Key Measures (monitored but without credit entitlement), and Operational Reports (additional enterprise reporting without specified standards). Each service level measure must include detailed specifications such as metric description, data sources and inclusions/exclusions, measurement hours and days, minimum and expected performance percentages, algorithms for computation, collection processes, reporting tools, data storage methods, and performance categories. Service providers must rename the document with their company identifier prefix and add subsections and tables as necessary to describe all proposed service level measures while maintaining the document's original format and structure.
The document does not specify pricing terms, set-asides, incumbents, funding amounts, or contract award dates. As a template document, it provides no information regarding the contract term, renewal options, or financial requirements. The attachment is designed to support GTA's primary procurement objectives of improving service delivery quality and reliability, evolving service offerings with flexibility, and ensuring cost competitiveness and transparency for state enterprise and individual agency visibility of consumption, costs, and service provider activities.
Text of this file
Georgia Technology Authority
State of Georgia
Request for Proposals RFP Number: 98000-HCC-0000005215
Hosted Contact Center Services
Service Level Definitions, Tools and Methods
Attachment 3-B
Date: July 12, 2021
Submit Response to Issuing Officer: GTA Procurement
Towanda Cuthbert, Issuing Officer Procurement@gta.ga.gov
This document contains confidential and proprietary information of GTA and its Customers. It is furnished for the purpose of facilitating Bidder response to this RFP. Except with the express prior written permission of GTA this document and the information contained herein may not be published, disclosed, or used for any other purpose.
mailto:Procurement@gta.ga.gov
Service Provider Guidelines
This Attachment is for the Service Provider’s use when responding to the RFP.
Attachment 3-B SL Definitions describes the tools, processes and other methods for measuring the Service Levels that Service Provider provides as part of the Services.
Service Provider Instructions
1. The Service Provider must save this file as the original filename prefixed with a Service Provider name identifier (i.e. “ABC_HCC Att 3-B SL Definitions"), where “ABC” is an acronym identifying the Service Provider. All files submitted by the Service Provider must use the same identifier (e.g. only use ABC not AB, AB&C, Abc, ABnC, etc.).
2. Service Provider will use this Attachment to provide descriptions of the Service Level measures as part of the Service Provider’s response to the RFP.
3. Service Level measures are broken out into individual sections for Critical Service Levels, Key Measures, and Operational Reports. The Service Level measures described in each of those sections should correspond directly to the Service Level measures identified in the corresponding tab of Attachment 3-A SL Matrix.
4. Each Service Level detailed in the tables has a Ref ID field that should relate directly to a reference number in Attachment 3-A SL Matrix.
5. For each section (Critical Service Levels, Key Measures, Operational Reports), GTA has provided an example subsection and table to describes a Service Level measure. Provider should rename the subsection to be the name of a proposed Service Level measure and replace all the text inside [brackets] within the table with his own descriptive text of the Service Level measure.
6. Service Provider should add additional subsections and tables in this document as necessary to describe all the Service Level measures.
7. Except for completing the tables and inclusion of subsections and tables, Service Provider should not change this document in any other way (chapters, format, or text).
Table of Contents
1.0 Critical Service Levels
1.1 First Service Level Measure Name
1.2 Second Service Level Measure Name
2.0 Key Measures
2.1 First Service Level Measure Name
3.0 Operational Reports
3.1 First Service Level Measure Name
Georgia Technology Authority HCC RFP Attachment 3-B Servic
RFQC No. 98000-HCC-0000005215 Hosted Contact Center 4 of 7
1.0 Critical Service Levels
Critical Service Levels are those SLA measures for which GTA Customers may become entitled to receive Service Level Credits as a result of Service Provider's failure to satisfy the associated Service Level standards.
1.1 First Service Level Measure Name
SERVICE LEVEL NAME
SECTION
REFERENCE
START
DATE
[insert name of Service Level measure] [Ref ID] mm/dd/yyyy
SERVICE LEVEL TYPE [one of Critical Service Level, Key Measure, or Operational Report]
METRIC DESCRIPTION [full description of the Service Level measure]
METRIC INCLUSIONS and DATA SOURCES [events and their data sources that are included in measure]
METRIC EXCLUSIONS [events that do not get included in the measure]
HOURS OF MEASUREMENT 24
DAYS OF MEASUREMENT 365(366)
MINIMUM SERVICE LEVEL [a percentage value]
EXPECTED SERVICE LEVEL [a percentage value]
ALGORITHM [specific algorithm for computing service level measurement]
COLLECTION PROCESS [process for collecting measures and preparing for computation]
REPORTING TOOLS [tools for reporting and collecting data that supports this measure]
RAW DATA STORAGE
(ARCHIVES)
PERFORMANCE CATEGORY [an overall category of service level measures (e.g. Availability)]
METRIC REPORTING
Monthly Quarterly Semi Annual
RFQC No. 98000-HCC-0000005215 Hosted Contact Center 5 of 7
1.2 Second Service Level Measure Name
SERVICE LEVEL NAME
SECTION
REFERENCE
START
DATE
[insert name of Service Level measure] [Ref ID] mm/dd/yyyy
SERVICE LEVEL TYPE [one of Critical Service Level, Key Measure, or Operational Report]
METRIC DESCRIPTION [full description of the Service Level measure]
METRIC INCLUSIONS and DATA SOURCES [events and their data sources that are included in measure]
METRIC EXCLUSIONS [events that do not get included in the measure]
HOURS OF MEASUREMENT 24
DAYS OF MEASUREMENT 365(366)
MINIMUM SERVICE LEVEL [a percentage value]
EXPECTED SERVICE LEVEL [a percentage value]
ALGORITHM [specific algorithm for computing service level measurement]
COLLECTION PROCESS [process for collecting measures and preparing for computation]
REPORTING TOOLS [tools for reporting and collecting data that supports this measure]
RAW DATA STORAGE
(ARCHIVES)
PERFORMANCE CATEGORY [an overall category of service level measures (e.g. Availability)]
METRIC REPORTING
Monthly
RFQC No. 98000-HCC-0000005215 Hosted Contact Center 6 of 7
2.0 Key Measures
Key Measure are those SLA measures for which GTA Customers are not entitled to receive Service Level Credits as a result of Service Provider's failure to satisfy the associated Service Level standards, but in all other manner are treated as critical SLA measures. GTA has the right to move Key Measures to be Critical Service Levels, through the methodology and processes identified in Attachment 3 Reporting and Service Level Management.
2.1 First Service Level Measure Name
SERVICE LEVEL NAME
SECTION
REFERENCE
START
DATE
[insert name of Service Level measure] [Ref ID] mm/dd/yyyy
SERVICE LEVEL TYPE [one of Critical Service Level, Key Measure, or Operational Report]
METRIC DESCRIPTION [full description of the Service Level measure]
METRIC INCLUSIONS and DATA SOURCES [events and their data sources that are included in measure]
METRIC EXCLUSIONS [events that do not get included in the measure]
HOURS OF MEASUREMENT 24
DAYS OF MEASUREMENT 365(366)
MINIMUM SERVICE LEVEL [a percentage value]
EXPECTED SERVICE LEVEL [a percentage value]
ALGORITHM [specific algorithm for computing service level measurement]
COLLECTION PROCESS [process for collecting measures and preparing for computation]
REPORTING TOOLS [tools for reporting and collecting data that supports this measure]
RAW DATA STORAGE
(ARCHIVES)
PERFORMANCE CATEGORY [an overall category of service level measures (e.g. Availability)]
METRIC REPORTING
Monthly
RFQC No. 98000-HCC-0000005215 Hosted Contact Center 7 of 7
3.0 Operational Reports
Operational Reports are additional reports and measures on the enterprise environment which are provided to GTA and GTA Customers. Operational Reports are not entitled to receive Service Level Credits as a result of Service Provider's failure and do not specify a Service Level standards.
3.1 First Service Level Measure Name
SERVICE LEVEL NAME
SECTION
REFERENCE
START
DATE
[insert name of Service Level measure] [Ref ID] mm/dd/yyyy
SERVICE LEVEL TYPE [one of Critical Service Level, Key Measure, or Operational Report]
METRIC DESCRIPTION [full description of the Service Level measure]
METRIC INCLUSIONS and DATA SOURCES [events and their data sources that are included in measure]
METRIC EXCLUSIONS [events that do not get included in the measure]
HOURS OF MEASUREMENT 24
DAYS OF MEASUREMENT 365(366)
MINIMUM SERVICE LEVEL [a percentage value; not required for Operational Reports]
EXPECTED SERVICE LEVEL [a percentage value; not required for Operational Reports]
ALGORITHM [specific algorithm for computing service level measurement]
COLLECTION PROCESS [process for collecting measures and preparing for computation]
REPORTING TOOLS [tools for reporting and collecting data that supports this measure]
RAW DATA STORAGE
(ARCHIVES)
PERFORMANCE CATEGORY [an overall category of service level measures (e.g. Availability)]
METRIC REPORTING
Monthly
| Service Provider Instructions |
| 1.0 Critical Service Levels |
| 1.1 First Service Level Measure Name |
| 1.2 Second Service Level Measure Name |
| 2.0 Key Measures |
| 2.1 First Service Level Measure Name |
| 3.0 Operational Reports |
| 3.1 First Service Level Measure Name |
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