Attachment G - Service Level Agreements~1.docx

Request for Quotes for MassHealth Printing, Mailing, Warehousing, and Fulfillment Services Attachment G

SERVICE LEVEL AGREEMENTS (SLAs)

1. Payment to the Contractor may be impacted by the Contractor’s performance of the SLAs set forth in this Attachment G in accordance with Section 4: Billing and Payment of Attachment A: Model Task Order.

2. To complete the reports described in Section 2.1.R of Attachment A: Model Task Order the Contractor shall:

a. Round all percentages and figures to a tenth, where hundredths of 5 or greater are rounded to the higher tenth and hundredths less than 5 are rounded to the lower tenth.

b. Use data sourced from the specified metric in the table (where applicable) in the SLAs in Section 3 below. For the purposes of substantiating the Contractor’s performance on those metrics, the Contractor shall establish and utilize an internal tracking system, approved by EOHHS, and provide EOHHS access to the system to track performance with respect to the SLAs detailed in Section 3 below.

c. Obtain EOHHS approval for all data gathering and calculation processes, including sampling methodologies, related to determining Contractor’s performance with respect to each SLA.

3. The following SLAs shall impact payment to the Contractor in accordance with Section 4: Billing and Payment of Attachment A: Model Task Order:

Frequency

The Contractor is expected to make good-faith efforts to mail notices within 24 hours of EOHHS, or its vendor, sending the files to the Contractor. EOHHS will accept a turnaround of up to three calendar days, if necessary, to account for fluctuations in volume of notices.

For example, the Contractor receives a print file from EOHHS, or its vendor, at 6:00 AM on Tuesday, 10/1. Contractor is expected to make good-faith efforts to process, print (or emboss, if applicable), and deliver all notices for that file to the United States Postal Service within 24 hours of EOHHS, or its vendor, sending the files to the Contactor. All notices for that print file must be processed, printed (or embossed, if applicable), and delivered to the United States Postal Service no later than the end of the day on Thursday, 10/3.

For example, if the contractor did not print 5 out of 100 notices contained in a particular file, EOHHS will assess a penalty of 50% of the Printing and Mailing Service charges for the entire file in question.

Per file