Attachment J - Performance Metrics.xlsx
XLSX spreadsheet 20 KB Posted
- Attached to
- Premium Operations Support Services Federal contract opportunity
- Solicitation number
- 16PBGC24R0012
- Issued by
- Pension Benefit Guaranty Corporation
About this file
This document appears to be an attachment that outlines the performance metrics for a federal contract opportunity. The attachment, titled "Performance Metrics", provides details on the various tasks, performance objectives, standards, and monitoring methods for the contract. Key tasks include premium filing and payment processing, suspense processing, call center and customer service, period close activities, financial reporting, and system testing. The performance standards cover metrics such as reconciliation timelines, resolution rates, call answer times, report delivery, and testing completion. The document also includes a deliverable schedule that lists the various reports and their frequencies. Overall, this attachment establishes the key performance measures that will be used to evaluate the contractor's execution of the required services under the federal contract opportunity.
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Performance Metrics
| Task Reference | Task | Performance Objective | Performance Standard | AQL | Monitoring Method | Incentive |
| C2. Premium Filing & Payment Processing | Daily Premium Cash Reconciliation | Reconcile all incoming premium cash batches in a timely manner | Cash Recon Review Time | Daily cash batches are reonciled, with discrepancies identified/communicated, witihin 3 business days or EOM (system date) | Non-key Control 15 Documentation | CPARS: Schedule and quality |
C3. Suspense Processing Suspended Premium Payments & Filings Resolution Rate Resolve suspended premium filing and payments in a timely manner Envelope Correction SRs closed within 30 calendar days > 80% of all suspended premium filings and payments are resolved within 30 days Suspense Recon Report CPARS: Schedule and quality
C4. Call Center, Cust Svc and Communication Answering Incoming Phone Calls Remotely answer incoming phone calls to the "Premium Customer Service" center Average time to answer phone calls monthly < 15 seconds per call monthly tc={6A3A3B1F-0E3E-4DE2-8B0A-487E968E8316}: [Threaded comment]
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Comment:
Confirm actual stats over last 5 years Reply:
Confirmed the highest monthly average over the last years has been 12 seconds. FYTD Call Center Status Report CPARS: Schedule and quality
Dropped Phone Calls Remotely answer incoming phone calls to the "Premium Customer Service" center Dropped Phone Calls < 5% dropped calls per month FYTD Call Center Status Report CPARS: Quality
My PAA Agent Web Incident Resolution on First Contact Resolve My PAA Agent Web incidents in a timely manner Incident first contact closure percentage > 78% closure rate per month CFO Metric Reports CPARS: Quality
My PAA Agent Web Incident Resolution Rate Resolve all My PAA Agent Web incidents in a timely manner My PAA Agent Web Incidents closed within 5 calendar days > 97% incidents resolved within 5 days CFO Metric Reports CPARS: Quality
C5. Period Close Monthly Period Close Reports EOM reports recurring on a monthly basis listed in the Deliverable Matrix are run and saved in a timely manner Time to produce recurring month-end reports All recurring EOM reports with a monthly interval are run and saved within 7 calendar days of EOM EOM completion email CPARS: Schedule and quality
| C6. Acct & Fin Reporting, Audit Deliverables, Oper Reporting Metrics | Financial Reporting per FOD Preparation Schedule | Financial reports stated on FOD's monthly Financial Reporting Preparation Schedule prepared timely | Time to produce recurring Financial reports stated on the FOD Monthly Financial Reporting Preparation Schedule | Draft reports are produced in advance of the due date listed in the Monthly Financial Reporting schedule with < 2 *errors (includes monthly, quarterly and annual reports) • | Errors for deliverables under FRAAG and deliverables not under FRAAG: | |
| 1. | Upon review of the data, an error can be identified as data not reconciling back to the source document, using incorrect data from previously recorded documents, using incorrect look-back periods, and/or providing incorrect analysis of the data provided. | |||||
| 2. | For PPS and BI publisher generated reports, an error can be identified as incorrect parameter(s) listed on the reports. | |||||
| Email communication | CPARS: Schedule and quality |
| Financial Reporting Outside of FOD Preparation Schedule | Financial reports not stated on FOD's monthly Financial Reporting Preparation Schedule prepared timely | Time to produce recurring Financial reports, per CCD's internal deliverable schedule | Draft reports are produced in advance of the due date with < 2 *errors (includes monthly, quarterly and annual reports)• | Errors for deliverables under FRAAG and deliverables not under FRAAG: | ||
| 1. | Upon review of the data, an error can be identified as data not reconciling back to the source document, using incorrect data from previously recorded documents, using incorrect look-back periods, and/or providing incorrect analysis of the data provided. | |||||
| 2. | For PPS and BI publisher generated reports, an error can be identified as incorrect parameter(s) listed on the reports. | |||||
| Email communication | CPARS: Schedule and quality |
C10. Past Due Filing Notices (PDFNs) PDFN 04 Contact Resolve past due filing conditions (collect premium filings) Percentage of contacted plans for active PDFN 04 conditions > 90% of mailed, active PDFN 04 plan years are contacted within 9 months from the premium filing due date Aged SR Report for 4071 Fed Debt SRs CPARS: Schedule and quality
C12. Form 5500 Data Processing Metrics Annual Deliverable Ensure proper reporting of annual 5500 Data Analysis Task Percentage of contacted plans for with Form 5500 data discrepancies Generate Premium Compliance Evaluation audit notices for > 90% of eligible plans based on set annual thresholds, before 6/30 annually CPF-5500 Validations Report CPARS: Schedule and quality
C14. System and Software Testing User Accpeptance Testing Ensure adequate testing is performed for all FOD software releases Percentage of completed user acceptance test (UAT) scripts > 90% of all assigned UAT scripts are completed and documented within the specified UAT test window Azure Test Plan CPARS: Quality
Task Mapping
| 1 | Program Management |
| 2 | Premium Filing & Payment Processing |
| 3 | Suspense Processing |
| 4 | Call Center, Cust Svc and Communication |
| 5 | Period Close |
| 6 | Acct & Fin Reporting, Audit Deliverables, Oper Reporting |
| 7 | Validity Testing |
| 8 | Correspondence |
| 9 | Service Request Activity |
| 10 | Past Due Filing Notices |
| 11 | Statement of Accounts |
| 12 | Form 5500 Data Processing |
| 13 | Premium Calculations |
| 14 | System and Software Testing |
| 15 | Professional Development |
Deliverable Schedule
| PWS Task # | Task Category | Deliverable Name | Deliverable Description | Frequency |
| 1 | Premium Filing & Payment Processing | Cash Reconciliation package | Reconciles incoming/processed premium bank batches with source documents | Every business day |
| 2 | Suspense | Aged Suspense Report | Provides an explanation for all non-posted premium filings and payments aged more than 30 days | Monthly |
| 7 | Correspondence | Letter Generation Tracking Report | Lists all letters generated during the month by callback status; follow up required if exceptions exist | Monthly |
| 8 | Service Request Activity | Aged Service Request Report by SR Type | Provides most recent SR "note" and associated details for all non-suspense SRs aged more than 30 days; separate tabs for certain SR Types as needed ("Stop" PDFNs/SOAs/Customer Communication, CMS Discrepancy) | Quarterly |
| 1 | Premium Filing & Payment Processing | TF Package Summary | Summary of payments which were reclassified as "Transfer of Funds" (not premiums) | Monthly |
| 9 | Past Due Filing Notices | Aged 4071 Fed Debt SR PDFN Report (to include PDFN 4s, Eligible for PDFN 5s, Eligibile for Treasury referrals, STOPS and any On Hold SRs) | PDFN condition (4071 Fed Debt SRs) contact status snapshot, by count | Quarterly |
| 9 | Past Due Filing Notices | Past Due Filing Notice Condition Summary & Detail Reports | Displays counts of all current PDFN conditions by plan year, level and P-Count category | Quarterly |
| 11 | Form 5500 Data Processing | 5500 Data Analysis Yearly Review & Upcoming Kick-off | Provide status of the year just completed and upcoming tasks for new analysis year | Annually |
| 4 | Period Close | CMS Interface Exceptions | CMS Interface Report Set | Bimonthly |
| 4 | Period Close | CMS to PPS Interface Program | CMS Interface Report Set | Bimonthly |
| 4 | Period Close | Data Extract from CAS | CMS Interface Report Set | Bimonthly |
| 4 | Period Close | CMS Plan Validation Program | CMS Interface Report Set | Bimonthly |
| 8 | Service Request Activity | CMS Discrepancy Report | Details upcoming interface exceptions | Monthly |
| 12 | Premium Calculations | FYTD Premium Calculation Report | Summary of FYTD calculation history | Quarterly |
| 5 | Acct & Fin Reporting, Audit Deliverables, Oper Reporting | TROR | Provides detail for certain sections of the Treasury Report on Receivables | Quarterly |
| 6 | Validity Testing | A/R Validity Testing Workbook | Source document for sample testing and final percentage | Quarterly other than Q1 |
| 6 | Validity Testing | Credit Balance Validity Testing Workbook | Source document for sample testing and final percentage | Quarterly other than Q1 |
| 3 | Call Center, Cust Svc and Communication | FYTD Call Center Status Report | Summary of incoming phone calls by status and answer time | Monthly |
| 5 | Acct & Fin Reporting, Audit Deliverables, Oper Reporting | Termination Premium Collections Report | Shows all termination premium collections (incoming cash receipts) | Quarterly |
| 5 | Acct & Fin Reporting, Audit Deliverables, Oper Reporting | Termination Premium Reserve Rate Calculation Workbook | Calculation for termination premium receivable allowance | Quarterly |
| 5 | Acct & Fin Reporting, Audit Deliverables, Oper Reporting | Termination Premiums Spreadsheet with OGC updates | List of all Term Premium cases; includes both liquidation and non-liquidation cases | Monthly |
| 5 | Acct & Fin Reporting, Audit Deliverables, Oper Reporting | True Termination Premium Receivables | Attachment with SE and ME Controller Comments email | Monthly |
| 5 | Acct & Fin Reporting, Audit Deliverables, Oper Reporting | Bad Debt Expense Workbook | Attachment with SE and ME Controller Comments email | Monthly |
| 5 | Acct & Fin Reporting, Audit Deliverables, Oper Reporting | VRP Cap Loss Workbook | Attachment with SE and ME Controller Comments email | Monthly |
| 5 | Acct & Fin Reporting, Audit Deliverables, Oper Reporting | SE and ME Controller Comments Email | Includes True Term Rec, Bad Debt Exp and VRP Cap Loss attachments | Monthly |
| 4 | Period Close | ATB Summary & Detail Reports | Receivables reporting by EINPNPYC | Monthly |
| 4 | Period Close | Credit Balance Detail Report | Unallocated premium cash | Monthly |
| 4 | Period Close | Fed Debt Collection Detail & Summary Reports | Includes 4071 and SOA categories | Monthly |
| 4 | Period Close | RBR116 Refund Report Month/FYTD | Month-end report set | Monthly |
| 4 | Period Close | RBR120 Waiver Report | Month-end report set | Monthly |
| 4 | Period Close | RCR102 Cash Detail Month/FYTD | Month-end report set | Monthly |
| 4 | Period Close | RCR003 PAAM Cash | Month-end report set | Monthly |
| 4 | Period Close | RCR121 Cash Receipts Summary | Month-end report set | Monthly |
| 4 | Period Close | RCR123 My PAA/PPS Recon. Report Monthly/FYTD | Month-end report set | Monthly |
| 4 | Period Close | RCR106 Data Batch Load - PPS/DMS Recon Report | Month-end report set | Monthly |
| 4 | Period Close | RBR112 Sub ledger Summary (Monthly-FYTD-Life to Date) | Month-end report set | Monthly |
| 4 | Period Close | RBR005 List of Top 10 Payers | Month-end report set | Monthly |
| 4 | Period Close | RBR150 Credit Claimed Activity Report | Month-end report set | Monthly |
| 4 | Period Close | RME029 PPS RECONCILIATION LOAD PROGRAM | Month-end report set | Monthly |
| 4 | Period Close | PPS Unallocated Checks Reconciliation Report BI Publisher VERSION | Month-end report set | Monthly |
| 4 | Period Close | PPSGL004 PBGC GL Plan Stratification Report by PYC View – | Month-end report set | Monthly |
| 4 | Period Close | PPSGL004 PBGC GL Plan Stratification Report by Accounting Month View | Month-end report set | Monthly |
| 4 | Period Close | Unearned Income | Month-end report set | Monthly |
| 4 | Period Close | Earned Income | Month-end report set | Monthly |
| 5 | Acct & Fin Reporting, Audit Deliverables, Oper Reporting | Premium Filing Review Research | Inventory provided by Federal staff | Annually |
| 5 | Acct & Fin Reporting, Audit Deliverables, Oper Reporting | SE Premium Receivable by Type | Summary of premium receivables by category for SE plan only | Quarterly |
| 5 | Acct & Fin Reporting, Audit Deliverables, Oper Reporting | ME Premium Receivable by Type | Summary of premium receivables by category for ME plan only | Quarterly |
| 5 | Acct & Fin Reporting, Audit Deliverables, Oper Reporting | PPS Premium Financial Report - Schedule of Manual Activity and Adjustments | Workbooks for all of the manual adjustments to journal entires needed threoughout the month | Monthly |
| 5 | Acct & Fin Reporting, Audit Deliverables, Oper Reporting | Premium Flux Analysis | YoY comparison of premium income categories with fluctuation explanations | Quarterly |
| 5 | Acct & Fin Reporting, Audit Deliverables, Oper Reporting | PPS to CFS Refund Reconciliation Discrepancies Report | Identies invoicing differences with CFS and PPS. | Monthly |
| 5 | Acct & Fin Reporting, Audit Deliverables, Oper Reporting | PPS Month End Report Analysis | Subledger, CRBAL and ATB exceptions summary analysis | Monthly |
| 5 | Acct & Fin Reporting, Audit Deliverables, Oper Reporting | Cash Reconciliation Report and Selected Financial Data Report | Cash receipts summary | Monthly |
| 5 | Acct & Fin Reporting, Audit Deliverables, Oper Reporting | Report and E-filing Status | Provides an array of operational metrics and My PAA filing stats | Monthly |
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