CCO - SECTION C-IV - COMPENSATION AND INVOICING~1.docx

MASSACHUSETTS BAY

TRANSPORTATION AUTHORITY

CONTACT CENTER OPERATIONS:

THE MBTA CUSTOMER SERVICE CONTACT CENTER

RFR. No: 16-18

Section C-IV: Compensation, and Invoicing

COMPENSATION

COMPENSATION STRUCTURE

The following prices and minimum cost savings shall be applicable to all invoices issued under the term of this Contract:

{ADD SUCCESSFUL BIDDER SCHEDULES C-1 – C-2 (Section B)}

PAYMENT TERMS AND

100% of non-disputed invoices amounts shall be made upon MBTA acceptance of Services and in accordance with Section 3.0 and Section C-II.

CONTRACTOR PERFORMANCE, Penalties AND INCENTIVES Contractor shall meet performance standards and Service Level Agreements (SLAs) for the timing of reporting or invoice delivery, as detailed below. The MBTA may add or remove, or otherwise modify penalties. If penalties or incentive payments are assessed, they shall be deducted/added to that month’s applicable invoice.

Service level agreements Penalties and incentives for performance will be assessed based on the Service Level Agreements (SLAs) detailed as follows:

SLA penalties CHART

1 Day: -$0 2 Days: -$1,000 3 Days: -$1,500 4 Days: -$2,000 5 Days: -$2,500 (Max)

2 Days: -$1,000 3 Days: -$1,500 4 Days: -$2,000 5 Days: -$2,500 (Max)

Outage Penalties If there is an outage within Contractor’s control (includes contracted supplier’s) which prevents Contractor from responding to the primary service channel (phone or customer service agents), the MBTA will begin to assess hourly penalties if the outage exceeds one (1) hour. The MBTA will assess penalties of $250 per hour during open hours (not to exceed total monthly fees). In the event of an IVR only outage, where customer agent service is still provided, this hourly penalty would be $100.

Additional Potential penalties MBTA reserves the right to place additional penalties including, but not limited to :

a. A longer than agreed upon average hold time

b. Failure to escalate calls to appropriate MBTA departments

c. Late technology implementation during the transition phase

d. Failure to meet transition plan without MBTA’s knowledge and approval Incentive Structure Contractor shall be eligible for an incentive bonus of $15,000 a quarter, if contractor exceeds the current quarter overall performance goals by at least 5%, for all defined SLA.

The performance goals shall be raised every 3 months (every 1 Quarter). If Contractor performs above the goal / target performance, the next 3 month period shall reflect this performance by raising the target beyond demonstrated performance. In this way, performance targets are “sticky.” For example, if Contractor performs an average speed of answer of 40 seconds for the first measurement period (beyond the 45 seconds target), the next 3 month target shall be at minimum 40 seconds speed.

INVOICING INSTRUCTIONS

Contractor shall provide the following information to the MBTA on a monthly basis as part of the invoicing process:

i. Line-item calculations of penalties for that month’s performance, as described above. Where necessary, MBTA will provide data to make such calculations possible.

Additionally, the Contractor shall:

i. Include the applicable MBTA issued purchase order number to the monthly invoice

ii. Send electronic monthly invoices with backup documentation (preferably as one digital file, pdf) to invoices@mbta.com and to the designated MBTA representative who maintains this contract.

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