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Target Service Level Agreements Enterprise Services – Human Resources – Personnel Action Request, Payroll, and Benefits Services Target Service Level Agreements Enterprise Services – Human Resources – Personnel Action Request, Payroll, and Benefits Services
ATTACHMENT 3
Target Service Level Agreements (SLAs) for Operational Services Note: All Service Level Agreements (SLA) definitions, targets, thresholds, and details of financial impacts are binding but calculations will be finalized with the vendor upon award. Items highlighted in blue are fee-at-risk SLAs and carry a financial impact if not met. Financial impacts are outlined in Attachment 2. Note that all SLAs are assessed on a per pay period basis unless otherwise specified.
| Category |
| Metric |
| Definition |
| Target |
| Threshold |
Contact Center
| Speed to Answer |
| Percentage of incoming first-time contacts that are answered by a CSR within 60 seconds for Phone, 2 hours for Portal, and 4 hours for Email. Pertains to contacts made by calling, emails and HR landing page inquiries via ES Portal. |
| 90% |
| Tier 1 Resolution |
| Percentage of all contacts handled by and resolved at the Tier 1 level without having to be passed to another Tier. Pertains to contacts made by calling, emails, and HR landing page inquiries via ES Portal. |
| 70% |
| Overall Contact Resolution |
| Percentage of all inquiries that are resolved within 3 business days. |
| 90% |
| Net Customer Satisfaction (for individual transaction surveys) |
| Percentage of all positive customer satisfaction survey responses minus percentage of all negative customer satisfaction survey responses. |
This SLA will be monitored on a pay period basis but assessed on a quarterly basis.
20%
PAR
Processing
PAR Accuracy (Post-processing QA) Percentage of PARs (including those PARs intended for Mass Actions) processed through NFC PAYE that are accurate in terms of the intended action and contain no errors.
At the end of every pay period, the Government will conduct an audit of 10% of all PAR actions processed in that pay period; this 10% of actions will be the only actions used for evaluating performance on this SLA.
Individual PAR Processing (Timeliness) Percentage of workable PARs that are successfully processed by the due date of the action.
Workable normal priority PAR actions received at least two weeks before the pay period in which they are intended to take effect need to be completed in the processing cycle for that pay period. Workable normal priority PARs received late must be completed by the next processing cycle.
Workable high priority PAR actions should be completed in the processing cycle for the pay period in which they are intended to take effect. Examples of high priority PAR actions are new hire-related actions and terminations/separations.
| Mass Actions Processing (Timeliness) |
| Percentage of workable PARs intended to be processed as a Mass Action that are successfully processed by the due date of the action. |
PARs intended to be processed as Mass Actions received at least four weeks before the pay period in which they are intended to take effect need to be completed in the processing cycle for that pay period.
| PAR Backlog Resolution |
| Percentage of workable PARs due to be processed in previous pay periods that have not been successfully processed and are now overdue. |
| 4% |
| Payroll Processing |
| Payroll |
(Post-processing QA) Percentage of workable Payroll actions that are accurately processed and contain no errors.
At the end of every pay period, the Government will conduct an audit of 10% of all Payroll actions processed in that pay period; this 10% of actions will be the only actions used for evaluating performance on this SLA.
Payroll Processing (Timeliness) Percentage of workable Payroll actions that are successfully processed by the due date of the action.
Payroll actions are to be processed within 2 weeks unless otherwise specified (e.g., leave audits).
| Payroll Backlog Resolution |
| Percentage of workable Payroll actions due to be processed in previous pay periods that have not been successfully processed and are now overdue. |
| 4% |
| Benefits Processing |
| Benefits |
(Post-Processing QA) Percentage of workable Benefits actions that are accurately processed and contain no errors.
At the end of every pay period, the Government will conduct an audit of 10% of all Benefits actions processed in that pay period; this 10% of actions will be the only actions used for evaluating performance on this SLA.
| Benefits Processing (Timeliness) |
| Percentage of workable Benefits actions that are successfully processed by the due date of the action. |
Benefits actions are to be processed within 2 weeks unless otherwise specified.
| Benefits Backlog Resolution |
| Percentage of workable Benefits actions due to be processed in previous pay periods that have not been successfully processed and are now overdue. |
| 4% |
(Transmission Timeliness)
| Percentage of case files at the end of each processing Pay Period that are securely uploaded and stored in eOPF via the approved toolset within 10 business days of the close of the processing Pay Period. |
| 95% |
| eOPF (Transmission QA) |
| Percentage of case files at the end of each processing Pay Period that are accurately uploaded, stored, and transferred in eOPF via the approved toolset. |
| 99% |
| HRIT Data |
| Data Maintenance |
| Percentage of records without data integrity issues (e.g., mismatches) across all processing and workflow management systems. |
| 99% |
Trigger Conditions Trigger Conditions determine the threshold that is applied for Timeliness SLAs. If performance is not acceptable in one of the trigger areas outlined below, then the applicable SLA threshold is raised to match the corresponding target. The corresponding target for the SLA will be used to assess the financial impact if the SLA is not met.
| Metric |
| Definition |
| Impacted SLAs |
| Standard |
| No-Pay Situations |
| Number of no-pay situations which are at fault of vendor, as determined by ES. |
Any no-pay situation related to payroll (including webTA) processing will affect the Payroll Processing Timeliness SLA, and any no-pay situation related to PAR processing will affect the PAR Processing Timeliness SLA.
| Payroll Processing Timeliness, PAR Processing Timeliness |
| 0 No-Pays |
| SINQ Processing Timeliness |
| Number of PAR, Payroll, or Benefits actions in suspense for longer than the effective pay period. |
Payroll actions in suspense will affect the Payroll Processing Timeliness SLA, benefits actions in suspense will affect the Benefits Processing Timeliness SLA, and PAR actions in suspense will affect the PAR Processing Timeliness SLA.
| Payroll Processing Timeliness, Benefits Processing Timeliness, PAR Processing Timeliness |
| 0 Actions |
| Pages 2 of 3 |
| 8 April 2020 |
| Pages 2 of 10 |
| 8 April 2020 |
