ATTM 012 SLA Updated_v3.docx
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- Attached to
- MEDICAID ELIGIBILITY OPERATIONS SERVICES
- Solicitation number
- 5400021745
- Issued by
- Richland County, South Carolina
About this file
This document is a Performance Standards and Service Level Agreements (SLAs) attachment for Medicaid Eligibility Operations Services administered by the South Carolina Department of Health and Human Services (SCDHHS). The attachment establishes performance metrics and associated liquidated damages across four operational areas: Data Entry, Outbound Call Center operations, Security and Confidentiality Requirements, and Deliverables management. For Data Entry services, the contractor must key documents within five business days of receipt, with penalties of $100 per day per document for delays and tiered damages ranging from $2,500 to $10,000 monthly based on keying error rates exceeding three percent. Outbound Call Center operations require completion of calls within five to seven business days depending on application type, with monthly liquidated damages ranging from $2,500 to $10,000 based on the percentage of calls completed within the defined standards.
Security and Confidentiality Requirements mandate contractor notification to SCDHHS within one hour of discovering an actual breach and within seventy-two hours for potential breaches, with remediation plans due within ten business days or as directed by SCDHHS. The contractor faces liquidated damages of $10,000 per calendar day for failure to notify plus any federal penalties, $1,000 per business day for late remediation plans, and $1,000 per business day for failure to execute approved remediation plans. Deliverables management establishes differentiated penalty structures based on deliverable classification and phase, with Implementation Phase paper deliverables assessed at $500 per business day when late, Operations Phase key deliverables at $500 per business day, non-key deliverables at $50 per business day, and the Actual Operations Start Date subject to $2,100 per calendar day penalties.
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Text version
ATTACHMENT 012 - Medicaid Eligibility Operations Services Performance Standards
SLAs
| SLA# |
| SECTION# |
| NAME |
| PERFORMANCE STANDARDS AND LIQUIDATED DAMAGES |
| 1 |
| 3.3.5 |
| Data Entry |
| · SCDHHS may assess liquidated damages in the amount of $100 per day per document that documents are not keyed within five (5) business days of receipt. |
· SCDHHS may assess liquidated damages in the amount of $200 per day per document if the re-keying of documents identified as not having met the error free standard are not keyed and resubmitted within two (2) business days of discovery.
· SCDHHS may assess liquidated damages for any month that keying errors exceed three percent (3%) of all keyed documents. The liquidated damages are as follows:
· 3.01% to 4.00% keying errors = up to $2,500
· 4.01% to 5.00% keying errors = up to $5,000
· 5.01% to 6.00% keying errors = up to $7,500
· Over 6.00% keying errors = up to $10,000
| 2 |
| 3.3.6 |
| Outbound Call Center |
| · SCDHHS may assess liquidated damages in the amount of $100 per day per application that outbound calls (including second attempt) are not completed within five (5) business days of the date of keying completion for Pregnant Woman applications. |
· SCDHHS may assess liquidated damages for any month that outbound calls (including second attempt) are not completed within five (5) business days of the date of keying completion for at least 80% of eligibility documents per month. The liquidated damages are as follows:
· 79.99% to 75.00% completed outbound calls within standard = up to $2,500
· 74.99% to 70.00% completed outbound calls within standard = up to $5,000
· 69.99% to 65.00% completed outbound calls within standard = up to $7,500
· Less than 65% completed outbound calls within standard = up to $10,000
· SCDHHS may assess liquidated damages for any month that outbound calls (including second attempt) are not completed within seven (7) business days of the date of keying completion for 100% of eligibility documents per month. The liquidated damages are as follows:
· 99.99% to 95.00% completed outbound calls within standard = up to $2,500
· 94.99% to 90.00% completed outbound calls within standard = up to $5,000
· 89.99% to 85.00% completed outbound calls within standard = up to $7,500
· Less than 85% completed outbound calls within standard = up to $10,000
| 3 |
| 3.3.8 |
| Security and Confidentiality Requirements |
| The Contractor must notify the State within seventy-two (72) hours one (1) hour of discovery of an actual breach and within twenty-four (24)seventy-two (72) hours of discovery of any potential security breach event, or vulnerabilities identified to the system or program information utilized under the Contract. The Contractor shall prepare and present a remediation plan outlining the extent of the security breach or to address correction of vulnerabilities that would allow a potential breach within the latter of ten (10) business days of discovery or a date directed by SCDHHS. |
The liquidated damages are as follows:
· $10,000 per calendar day for each event that SCDHHS is not notified per the standard plus the cost of any penalties applied by the federal government.
and
· $1,000 per business day or any portion thereof beyond the defined remediation date window that remediation plans are not received by SCDHHS.
and $1,000 per business day or any portion thereof that the remediation plan for a breach does not begin execution according to the SCDHHS approved plan
| 4 |
| 3.12 |
| Deliverables |
| Contractor shall provide all Implementation Phase, Operations Phase, and Turnover Phase Deliverables within the time frames identified in the RFP and the approved CDML. |
Liquidated damages may be assessed when the Contractor does not meet Deliverable submission dates and
i) those dates are not modified in the approved Final CDML and related to Payment Milestones submitted to SCDHHS.
or
ii) if modified, those dates are not accompanied by written approval from SCDHHS.
or
iii) if modified, those dates are not accompanied by an approved Contract change order or amendment.
iv)
The liquidated damages are as follows:
$500 per business day for each paper/plan Implementation Phase Deliverable referenced in Section 3.3.2 Implementation that is late. $50 per business day that each non-key Operations Phase Deliverable is late. Key Deliverables will be identified during the DDI Phase and will not exceed 25% of all Operations Phase Deliverables $2,100 per calendar day for each day that the AOSD is late past the TOSD identified by the Offeror in ATTM 008 Eligibility Ops Pricing Tables on tab A Implementation.
$500 per business day for each key Operations Phase Deliverable that is late. $50 per business day that each non-key Operations Phase Deliverable is late. Key Deliverables will be identified during the DDI Phase and will not exceed 25% of all Operations Phase Deliverables.
$500 per business day for each key Turnover Phase Deliverable that is late. $50 per business day that each non-key Operations Phase Deliverable is late. Key Deliverables will be identified during the DDI Phase and will not exceed 25% of all Operations Phase Deliverables.
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