Attachment 7 Performance Standards ABP-ACTS 5.23.25.docx
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- Solicitation number
- 25DPP01066
- Issued by
- New Jersey
About this file
This document is an Attachment 7 Performance Standards file for the State of New Jersey, specifically addressing performance requirements for two retirement benefit plans: the New Jersey State Employees Alternate Benefit Program (a 401(a) plan) and the New Jersey Defined Additional Contributions Tax-Sheltered Program (a 403(b) plan). The attachment is designed to establish performance standards for services provided to the state, with a particular focus on participant call center service levels.
The file begins to outline performance measurement criteria, specifically related to call center metrics such as call abandonment rates, which are referenced to be detailed in the Scope of Work, Section 4.1.7 G(3) under Participant Communication and Services. While the full performance standards are not completely visible in the provided excerpt, the document indicates that there will be associated fees at risk (liquidated damages) tied to meeting these service level requirements, suggesting a performance-based contract structure with financial consequences for not meeting specified standards.
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Performance Standards This attachment is designed to establish performance standards for certain Services provided to the State of New Jersey (State). This attachment is not designed to replace or modify any other attachment or any part of the Agreement, except as may be expressly set out below. Performance standards outlined in this attachment apply to the following Plans:
· New Jersey State Employees Alternate Benefit Program, a 401(a) plan
· New Jersey Defined Additional Contributions Tax-Sheltered Program, a 403(b) plan
| Category |
| Measurement |
| Fees at Risk (Liquidated Damages) |
Ongoing Service Level Requirements
| Participant Call Center Call Abandonment Rate – see Scope of Work, Section 4.1.7 G(3) - Participant Communication and Services |
| Service Level Requirement: <=3% |
On average for each calendar quarter, the abandoned call rate will average less than or equal to three percent (3%). This measurement is calculated as the number of abandoned telephone calls, divided by the total number of telephone calls. Average performance standards for the calendar quarter will be provided to the State using reports generated quarterly from the recordkeeping system and the Call Management system. A report will be generated quarterly from the Contractor to the SCM within 30 Calendar Days after the end of each calendar quarter to document the necessary information regarding the average Participant Call Center call abandonment rate.
0.5% of annual fees
| Participant Voice Response System (VRS) Availability – see Scope of Work, Section 4.1.7 G(4) - Participant Communication and Services |
| Service Level Requirement: The Contractor’s Voice Response System (VRS) shall be available 99% of the time, |
24 hours a day, 7 days a week, excluding time scheduled for maintenance. Availability rate shall be measured by calculating the total number of hours the system is available divided by the total number of hours it was scheduled for availability (availability is measured 24 hours a day excluding scheduled periods of maintenance and system upgrades, with prior notification). Maintenance shall not be scheduled for prime participant utilization times and shall not exceed 48 hours per month. A report shall be generated quarterly from the Contractor to the SCM within 30 Calendar Days after the end of each calendar quarter to document the necessary information regarding the availability of the Contractor’s VRS per the above-noted standards.
0.25% of annual fees
| Participant Website Availability – see Scope of Work, Section 4.1.8 - Website Support Services |
| Service Level Requirement: The Contractor’s Participant Website will be available 99% of the time, 24 hours a day, seven (7) days a week, excluding time scheduled for maintenance. Availability rate shall be measured by calculating the total number of hours the system is available divided by the total number of hours it was scheduled for availability (availability is measured 24 hours a day excluding scheduled periods of maintenance and system upgrades, with prior notification). Maintenance shall not be scheduled for prime participant utilization times and shall not exceed 48 hours per month. A report will be generated quarterly from the Contractor to the SCM within 30 Calendar Days after the end of each calendar quarter to document the necessary information regarding the availability of the Contractor’s Participant Website per the above-noted standards. |
| $2,000 for the year |
| Plan Sponsor Website Availability – see Scope of Work, Section 4.1.8 -Website Support Services |
| Service Level Requirement: The Contractor’s plan sponsor website shall be available 99% of the time, 24 hours a day, seven (7) days a week, excluding time scheduled for maintenance. Availability rate shall be measured by calculating the total number of hours the system is available divided by the total number of hours it was scheduled for availability (availability is measured 24 hours a day excluding scheduled periods of maintenance and system upgrades, with prior notification). Maintenance shall not be scheduled for prime State utilization times and shall not exceed 48 hours per month. A report shall be generated quarterly from the Contractor to the SCM within 30 Calendar Days after the end of each calendar quarter to document the necessary information regarding the availability of the Contractor’s plan sponsor website per the above-noted standards. |
| $1,000 for the year |
| Quarterly Online Participant Statements – see Scope of Work, Section 4.1 A - Overview |
| Service Level Requirement: 99% |
Availability of online participant statements, 24 hours a day, 7 days a week, posted within 15 Calendar Days after the end of reporting period (each calendar quarter), or within 10 Business Days after receipt of all required information from the State or third-party investment/service providers, whichever is later. A report shall be generated quarterly from the Contractor to the SCM within 30 Calendar Days after the end of each calendar quarter to document the necessary information regarding the availability of participant online statements per the above-noted standards.
0.25% of annual fees
| Quarterly Hardcopy Participant Statements – see Scope of Work, Section 4.1 B - Overview |
| Service Level Requirement: 100% of participant hardcopy statements shall be mailed within 15 Calendar Days after the end of reporting period (each calendar quarter), or within 10 Business Days after receipt of all required information from the State or third-party investment/service providers, whichever is later. A report will be generated quarterly from the contractor to the SCM within 30 Calendar Days after the end of each calendar quarter to document the necessary information regarding the timing of participant hardcopy statements per the above-noted standards. |
| $2,000 per violation |
| Participant Call Center Average Speed to Answer – see Scope of Work, Section 4.1.7 G(5) - Participant Communication and Services |
| Service Level Requirement: All telephone calls to Contractor’s Participant Call Center will be answered within 30 seconds on average, calculated as the total wait time (in seconds) of calls, divided by the number of answered calls. A report shall be generated quarterly from the recordkeeping system and the Contractor shall send the report to the SCM within 30 Calendar Days after the end of each calendar quarter to document the necessary information regarding the number of telephone calls received and answered. |
| 0.5% of annual fees |
| Participant Call Center First Call Response / Resolution Rate – see Scope of Work, Section 4.1.7 G(6) - Participant Communication and Services |
| Service Level Requirement: 90% of participant questions directed to a Customer Call Center Customer Service Representative shall be resolved during first telephone call. This measurement is calculated as the number of telephone calls directed to a Customer Service Representative at the Contractor’s Customer Call Center, divided by the total number of those telephone calls resolved without any follow-up response provided to the participant. A report shall be generated quarterly from the Contractor to the SCM within 30 Calendar Days after the end of each calendar quarter to document the necessary information regarding the number of participant inquiries received and answered during the first participant call to the contractor’s Participant Call Center. |
| 0.25% of annual fees |
Quarterly Reporting and Disclosure of Performance Standard results – see Scope of Work, Section 4.1.2 - C Compliance and Reporting
| The Contractor shall provide a report of results of each performance standard measurement specified in this attachment to the State within 30 Calendar Days after the end of each calendar quarter. The Contractor will review reports with the State via telephone, webcast, or in-person meeting, as requested by the State. |
| $1,000 per violation |
| Case Management (Work Item Resolution) – see Scope of Work, Section 4.1.7 G(7) – Participant Communication and Services |
| Service Level Requirement: |
95% of Work Items shall be resolved within five (5) Business Days, 99% of Work Items will be resolved within ten (10) Business Days. A “Work Item” constitutes a participant issue generated to the contractor’s Participant Call Center Case Management Team as a result of not being resolved during a participant call and requiring additional research, actions, and follow-up.
This measure is calculated as the number of Work Items reported by the Participant Call Center Case Management Team and resolved, divided by the total number of participant issues tracked through the Work Item system within the quarter. A report shall be generated quarterly from the Contractor to the SCM within 30 Calendar Days after the end of each calendar quarter to document the necessary information regarding the percentage of Work Items resolved within five (5) Business Days and ten (10) Business Days, respectively.
0.5% of annual fees (for each measure)
| Transaction Processing Accuracy – see Scope of Work, Section 4.1 C - Overview |
| Service Level Requirement: |
99% accuracy on processing rate measured by calculating as the total number of transactions processed without errors by the total number of transactions processed; errors defined through audit and as reported. A report will be generated quarterly from the Contractor to the SCM within 30 Calendar Days after the end of each calendar quarter to document the necessary information regarding the transaction accuracy rate.
0.5% of annual fees
| Disbursement and Loan Transaction Processing Timing – see Scope of Work, Section 4.1.3 - Loans, 4.1.4 - Hardships, 4.1.5 - Distributions |
| Service Level Requirement: 99% of disbursements and loan transactions shall be processed within two (2) Business Days after receipt of an approved request received in good order. A report shall be generated quarterly from the Contractor to the SCM within 30 Calendar Days after the end of each calendar quarter to document the necessary information regarding the timing of disbursements and loan transactions. |
| 0.25% of annual fees |
| Remittance Processing – see Scope of Work, Section 4.1.1 G - Contributions/Accounts |
| Contributions, loan repayments, and other remittances shall be processed by the Contractor on the same business day if the money and data are both received in good order before the close of business at 4:00 p.m. ET on that business day. A report shall be generated quarterly from the Contractor to the SCM within 30 Calendar Days after the end of each calendar quarter to document the necessary information regarding achievement of the indicated timing of remittance processing. |
| 0.5% of annual fees |
| Master Recordkeeper Website Availability (if selected as Master Recordkeeper)– see Scope of Work, Section 4.2 – Services Required of Master Record Keeper |
| Service Level Requirement: The Contractor’s Master Recordkeeper Website(s), including Compliance Coordinator and Enrollment Services, shall be available 99% of the time, 24 hours a day, seven (7) days a week, excluding time scheduled for maintenance. Availability rate shall be measured by calculating the total number of hours the system is available divided by the total number of hours it was scheduled for availability (availability is measured 24 hours a day excluding scheduled periods of maintenance and system upgrades, with prior notification). Maintenance shall not be scheduled for prime plan sponsor utilization times and shall not exceed 48 hours per month. A report shall be generated quarterly from the Contractor to the SCM within 30 Calendar Days after the end of each calendar quarter to document the necessary information regarding the availability of the contractor’s Master Recordkeeper Website(s) per the above-noted standards. |
| 0.5% of annual fees |
Ongoing Service Level Requirement Exceptions and Maximum Fees at Risk
| When Participant Call Center Service Level Requirements are Suspended |
| Participant Call Center Service Level Requirements noted above will be suspended when unusual market or employer activity leads to unanticipated call volume increases of 15% or more above normal participant call volumes experienced by the contractor’s Participant Call Center. |
Maximum Annual Fees at Risk for Ongoing Service Level Requirements
| The maximum contractor fees at risk for the above-noted Service Level Requirements will not exceed 10% of annual fees, measured across each respective calendar year. |
| 10% of annual fees |
One-Time Service Level Requirements
| Initial Implementation/Conversion Service Level Requirement – see Scope of Work, Sections 4.2.10 Performance Standards |
| Timely delivery of implementation/conversion services, including Master Recordkeeper Services if selected as the Master Recordkeeper, based upon implementation of new contract and services, including any required conversion of assets and records, according to mutually agreed upon project plan. |
5% of annual fees (separate from maximum fees at risk for ongoing Service Level Requirements)
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