Draft ISS SLA - Performance Measurement Template September 4_2020.xlsx
XLSX spreadsheet 45 KB Posted
- Attached to
- Pre-Solicitation Conference for the Interim Servicing Solution Federal contract opportunity
- Solicitation number
- September_8_2020
- Issued by
- Department of Education
About this file
This document contains a draft performance measurement template for the Interim Servicing Solution and information about an upcoming pre-solicitation conference. The template outlines 30 proposed service level metrics across key categories including loan migration, the student financing servicing platform, imaging and mailing, and call center services. Metrics are defined and include descriptions, measurement types, service level targets, and weighting. The conference notice provides details about an event on September 8, 2020 to be held by the Department of Education's Office of Federal Student Aid. The conference will provide information to interested vendors about the Interim Servicing Solution and allow the agency to solicit feedback and clarify details ahead of an anticipated October 2020 solicitation release. Draft documents to be included with the solicitation such as the statement of work, service level methodology, and pricing template were also provided. Questions are to be submitted in advance of the conference.
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Other files for this federal contract opportunity
| File | Type | Posted |
|---|---|---|
| Draft IRPE Elements v 5.0.2 September 4_2020.docx | DOCX document | |
| Draft ISS Pricing Template September 4_2020.xlsx | XLSX spreadsheet | |
| Draft Service Level Methodology_Performance Metrics September 4_2020.docx | DOCX document | |
| Draft SOW_ Interim Servicing Solution September 4_2020.docx | DOCX document | |
| Draft ISS Pricing Template Instructions September 4_2020.docx | DOCX document |
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Summary
| ISS SLA Categories and Metrics Summary | |||
| SLA Major Category | SLA Metric Count | EPS SLA Count |
Author: Author:
Populate for perspective, but we will hide column for purposes of initial presentation
| Loan Migration; Image & Data Repository | 5 | 7 | |
| Servicing Platform & Agent Enablement Systems | 7 | 17 | Contained in IRPE and/or cared for via contractual business requirements |
| Fulfilment Images & Mail | 3 | 4 | |
| Call Center | 3 | 0 | None were included in EPS solicitation as was for system only |
| Back Office | 11 | 0 | |
| SOW Contractual Business Requirement (CBR) | 1 | ||
| Security/Testing | 0 | 12 | Contained in IRPE - Included as contractual business requirement |
| Financial Reporting | 0 | 16 | |
| Misc. (other reporting, duplicative items, non-requirements) | 0 | 13 | |
| Total | 30 | 69 |
Master U.S. Department of Education Office of Federal Student Aid Next Generation Financial Services Environment
| ISS SLA's |
| Performance Measurement Template |
Metric Category Service Level Metric Description Measurement Definition Service Level Type (Yes/No) Frequency of Measurement Expected Service Level Target SLA Weight (%)
1) Customer accounts migration
2) FSA Image Repository migration
| 3) Decommissioned servicer/archived data migration | Loan Migration Accuracy | Migrations of ALL loans (active and inactive) are completed and the borrowers/loans are loaded with 100% accuracy. 100% accuracy will be determined by validation that the below data fields from sending servicer are loaded at the ISS servicer. The fields are as follows: Demographics, Principle and Interest balance at borrower level and Loan Level, Loan Status, Current Repayment Plan, Monthly Payment amount, and Direct Debit Information. | Measured by statistically significant, random sample of accounts for each migration to determine migration accuracy (Total Accurate Migrated Loans / Total Migrated Loans). | One time Critical Deliverable | Monitored daily during each scheduled transfer/migration | 100% | 25%** |
| Loan Migration Resolution | Resolving data issues to enable loans to load to servicing system. Loans shall be loaded accurately and timely to ensure a successful customer experience. |
Measured by random sample of accounts. Measured from the date of migration initiation to the date loan is loaded accurately.
| A monthly report will show aggregate turn around time ("TAT") for loan migration resolution. TAT defined as the time duration between receipt date and completion date of SLA activity. An Operational Report shall be delivered monthly by vendor showing daily and aggregate TAT for the process; FSA will take a random sampling of accounts to validate reporting. | One time Critical Deliverable | Monitored daily based on transfer schedule | 100% Resolved within 10 business days |
| 25%** | |||
| Loan Balance Reconciliation | Issue resolution for reconciliation of loan balances. |
The ISS provider shall reconcile the transfers timely to ensure the Office of Federal Student Aid (FSA) has transparency into the financial transactions
Measured by random sample of accounts. Measured from the date once all loans within a deal or data file are loaded to the Interim Servicing Solution (ISS). Account balances shall be reconciled daily. Service level is measured based on resolving reconciliation issues timely.
| A monthly report will show aggregate turn around time ("TAT") for loan balance reconciliation. TAT defined as the time duration between receipt date and completion date of SLA activity. An Operational Report shall be delivered monthly by vendor showing daily and aggregate TAT for the process; FSA will take a random sampling of accounts to validate reporting. | One time Critical Deliverable | Monitored daily based on transfer schedule | 100% Resolved within 15 business days |
| 25%** | |||
| Image Repository Migration | Migration of the FSA Image Repository. The ISS provider shall complete the migration with FSA's milestones (to be determined at award) |
Accuracy is defined as all images from the sending servicer are loaded to the receiving servicers image repository.
| Measured by reconciling image amount details from the prior repository to the image details once migrated. Report shall be provided by both entities and a statistically significant, random sampling of accounts will be conducted by FSA. Completion of the migration of the full image repository. | One time Critical Deliverable | Monitored daily during the migration | 100% Images completed within milestone | 25%** |
| Data Repository Migration | Migration of legacy data repositories. |
| Measured by reconciling data amount details from the prior repository to the data details once migrated. Report shall be provided by both entities and a statistically significant, random sampling of accounts by FSA will be conducted by FSA. Completion of the migration of legacy data repositories. | One time Critical Deliverable | Monitored daily during the migration | 100% Migration completed within milestone* | 25%** |
| Student financing servicing platform |
| System Availability - Core Platform (not including approved downtime) | System availability of operational and IT tools, services, and systems necessary to provide customers, agents, and back-office processors' access and transactional capabilities to servicing customers. | System uptime relative to hours of operation within the month. An operational report will be submitted detailing all outages and length of outages, a monthly sum of outage time compared to total operational hours to arrive at System Availability as a % of Total Operational Hours. | SLA | Monthly | 99.90% | 25% |
| Account Maintenance - Manual Corrections (financial and non-financial adjustments or corrections as approved by FSA) | Manual Corrections of financial and non-financial adjustments or corrections as approved by FSA to ensure timely response to account corrections, minimizes customer disruption, and customer complaints |
| Measured as the number of business days between when a required account maintenance correction is received to when it is processed on the account, including a report that documents the adjustment approved, date received, and data processed. Shall include file names if spreadsheets of multiple adjustments are sent. | SLA | Monthly | 10 business days | 5% |
| Loan Consolidation Origination and Disbursement | Ensure timely application processing of loan consolidations and disbursements |
| Measurement of the percentage of loan consolidation origination and disbursements processed within 30 days of the receipt of the application; Operational reporting will be provided to show loan consolidation receipt date and completion date of book. A random sampling of accounts for quality control purposes will be conducted. | SLA | Monthly | 100% within 30 days of receipt | 5% |
| Loan Consolidation Legacy LC contractor/TIVAS under/over payment processing | Ensure timely processing of adjustments received on the underlying loan. |
Legacy LC contractor/TIVAS under/over payment processing is only for loans from the decommissioned consolidation origination and disbursement systems.
| Measured from the time of receipt of the under/over payment to the processing of the adjustment for the loan consolidation loan. A operational report that documents the adjustment approved, date received, and date processed along with calculated business day turn around time for each transaction and in aggregate for the month. Shall include file names for spreadsheets/interface files that contain more than one adjustment. | SLA | Monthly | 10 business days from receipt of the under/over adjustment | 5% |
| Delinquent Debt Credit Bureau Reporting | Percent of Delinquent Debt Reported to Credit Bureau (Credit Bureau Reporting); All Delinquent Debt reported to at least one credit bureau during the past 30 days, divided by Total Delinquent Debt as of month-end. | |||
| Computed based on dollar amount reported on TROR line: |
Part I, Section C, Line (3)(C) Total Credit Bureau Reporting, divided by
| Part I-Section C, Line (2)(E) Total delinquencies by Category. | SLA | Calculated Monthly | Percent of Debt not Reported | ||
| >0% | 15% | ||||
| Imaging, printing, and mailing (optional task) | Inbound Document Imaging | The prompt imaging of documents ensures timely fulfillment of customer or third-party requests, and minimizes the full end-to-end process time and associated customer complaints. | |||
| Measured as the time between receipt of inbound documents and date images loaded to the image repository. A monthly report will show aggregate turn around time ("TAT") for images received. TAT defined as the time duration between receipt date and completion date of SLA activity. A random sampling of accounts will be taken and an Operational Report shall be delivered monthly. | SLA | Monthly | 98% within 2 business days | 10% | |
| Document Fulfillment - Digital | Customers who request information from FSA expect the timely delivery of that information. | Measured as the time between a customer (e.g., borrower, school, etc.) requesting a document, form, or application and the fulfillment of that request via a digital channel. A monthly report will show aggregate turn around time ("TAT") for images received. TAT defined as the time duration between receipt date and completion date of SLA activity. A random sampling of accounts will be taken and an Operational Report shall be delivered monthly. |
| SLA | Monthly | 98% within 1 business day | 5% | ||||
| Document Fulfillment - Physical | Customers who request information from FSA expect the timely delivery of that information. | Measured as the time between a customer (e.g., borrower, school, etc.) requesting a document, form, or application and the fulfillment (i.e., mailing) of that request via a physical channel. A monthly report will show aggregate turn around time ("TAT") for images received. TAT defined as the time duration between receipt date and completion date of SLA activity. A random sampling of accounts will be taken and an Operational Report shall be delivered monthly. | SLA | Monthly | 98% within 2 business days | 5% | |
| Enablement Tools - Customer Service Representative and Back office personnel (access to data, work queue's) | System Availability | System availability of operational and IT tools, services, and systems necessary to provide customers, agents, and back-office processors' access and transactional capabilities to servicing customers. | System uptime relative to hours of operation within the month. An operational report will be submitted detailing all outages and length of outages, a monthly sum of outage time compared to total operational hours to arrive at System Availability as a % of Total Operational Hours. | SLA | Monthly | 99.90% | 25% |
| API Response Times | Ensure smooth integrations with other trading partners to enhance customer servicer. |
| Response time is the amount of time a system takes to react to a request once it has received one . For example, the time between the instant we execute an API and this API returns the result of its computation, that's the response time. | Average API response times should be less than 1 second, measured as the time between the time the API executes and the API returns its computation result. An operational report shall be submitted detailing daily response time metrics and calculating a monthly average of daily API response times measured in seconds. | SLA | Monthly | 100% Less than 1% | 5% | |||
| Call Center | Service Level | The time it takes for an agent to answer a call once it has been offered out of the IVR. | Measurement of the total percentage of inbound calls offered which are answered in less than or equal to 20 seconds. An operational report will be submitted showing daily and monthly total Service Level represented as a percentage (Total Calls Answered <=20 seconds / Total Calls Offered). | SLA | Monthly | 80% in 20 sec | 25% | |
| Abandon Rate of Inbound Calls | The percentage of calls that are terminated by the caller once offered out of the IVR to be answered by an agent. | Measurement of the total percentage of inbound calls made to a call center that are abandoned by the caller before speaking to a call center agent. An operational report will be submitted showing daily and monthly total abandonment rate represented as a percentage (Total Abandoned Calls / Total Inbound Calls Offered). | SLA | Monthly | 2% or less of calls offered to CSRs | 25% | ||
| Agent Quality Monitoring | The percentage of customer call interactions that received a passing score Quality Assurance Score on a monthly basis. |
| Quality Assurance Score (QAS) will be score calculated on a reviewed called utilizing a FSA approved quality assurance monitoring form which measures, amongst other things, call flow, customer engagement, agent soft skills, regulatory and call resolution. | Measurement of the total percentage of calls with a quality assurance review which receive a passing QAS. Vendors will conduct an agreed upon number of call monitoring sessions per agent per month and report the results to FSA against the QAS monitoring form. FSA will take a statistically significant, random sample of calls to validate vendor quality monitoring scores which are submitted to validate overall Agent Quality SLA. | SLA | Monthly | 95% of interactions reviewed must receive a passing score. | 25% |
| Back Office | Deferment Application processing | Length of time it takes to review a request for deferment and apply the deferment, reject the deferment, or request additional needed information. |
Measured from date received to date deferment applied (if approved) or date reject/request notice sent (if denied/more info needed).
| A monthly report will show aggregate turn around time ("TAT") for applications processed. TAT defined as the time duration between receipt date and completion date of SLA activity. An Operational Report shall be delivered monthly by vendor showing daily and aggregate TAT for the process; FSA will take a random sampling of accounts to validate reporting. | SLA | Monthly | Not to exceed 10 business days for any application. | 15% |
| Forbearance Application processing | Length of time it takes to review a request for forbearance and apply the forbearance, reject the forbearance, or request additional needed information. |
Measured from date received to date forbearance applied (if approved) or date reject/request notice sent (if denied/more info needed)
| A monthly report will show aggregate turn around time ("TAT") for applications processed. TAT defined as the time duration between receipt date and completion date of SLA activity. An Operational Report shall be delivered monthly by vendor showing daily and aggregate TAT for the process; FSA will take a random sampling of accounts to validate reporting. | SLA | Monthly | Not to exceed 10 business days for any application. | 15% |
| Discharge Application processing - pre determination | Length of time it takes to review a request for discharge and provide a servicer pre-determination to FSA, deny the request, or request additional needed information. |
Measured from date received to date discharge pre-approval provided to FSA (if approved) or date reject/request notice sent (if denied/more info needed).
| A monthly report will show aggregate turn around time ("TAT") for applications processed. TAT defined as the time duration between receipt date and completion date of SLA activity. An Operational Report shall be delivered monthly by vendor showing daily and aggregate TAT for the process; FSA will take a random sampling of accounts to validate reporting. | SLA | Monthly | Not to exceed 15 business days for any application (this includes the 3 days for the notification ) | 15% |
| Discharge Application processing - post FSA approval | Length of time it takes to apply the discharge to the borrower's account after approval from FSA is received. |
Measured from date approval provided by FSA to date discharge has been applied to the account.
| A monthly report will show aggregate turn around time ("TAT") for applications processed. TAT defined as the time duration between receipt date and completion date of SLA activity. An Operational Report shall be delivered monthly by vendor showing daily and aggregate TAT for the process; FSA will take a random sampling of accounts to validate reporting. | SLA | Monthly | Not to exceed 3 business days from FSA determination for any approved application. | 15% |
| IDR application processing (new & recertification) | Length of time it takes to review a request for placement on an IDR plan or review recertification of income documentation. |
Measured from date received to date placed on IDR (for new)/income applied (for recertification) - (if approved) or date reject/request notice sent (if denied/more info needed)
| A monthly report will show aggregate turn around time ("TAT") for applications processed. TAT defined as the time duration between receipt date and completion date of SLA activity. An Operational Report shall be delivered monthly by vendor showing daily and aggregate TAT for the process; FSA will take a random sampling of accounts to validate reporting. | SLA | Monthly | Not to exceed 10 business days for any application. | 15% |
| PSLF Forgiveness Application processed | Length of time it takes to review a request for forgiveness and apply the forgiveness, reject the forgiveness, or request additional needed information. |
Measured from date application received to date forgiveness applied to account (if approved) or date reject/request notice sent (if denied/more info needed)
| A monthly report will show aggregate turn around time ("TAT") for applications processed. TAT defined as the time duration between receipt date and completion date of SLA activity. An Operational Report shall be delivered monthly by vendor showing daily and aggregate TAT for the process; FSA will take a random sampling of accounts to validate reporting. | SLA | Monthly | Acknowledge receipt of application within 2 business days and process the application to include payment counts within 7-10 days. | 15% |
| TEACH Certification Request processed | Length of time it takes to review a request for certification and apply the certification, reject the certification, or request additional needed information. |
Measured from COB date received to date certification approved - (if approved) or date reject/request notice sent (if denied/more info needed)
| A monthly report will show aggregate turn around time ("TAT") for applications processed. TAT defined as the time duration between receipt date and completion date of SLA activity. An Operational Report shall be delivered monthly by vendor showing daily and aggregate TAT for the process; FSA will take a random sampling of accounts to validate reporting. | SLA | Monthly | Not to exceed 10 business days for any request. | 15% |
| Income Driven Repayment (IDR) Forgiveness Application processed | Length of time it takes to review a request for forgiveness and apply the forgiveness, reject the forgiveness, or request additional needed information. |
Measured from date application received to date forgiveness applied to account (if approved) or date reject/request notice sent (if denied/more info needed)
| A monthly report will show aggregate turn around time ("TAT") for applications processed. TAT defined as the time duration between receipt date and completion date of SLA activity. An Operational Report shall be delivered monthly by vendor showing daily and aggregate TAT for the process; FSA will take a random sampling of accounts to validate reporting. | SLA | Monthly | Acknowledge receipt of application within 2 business days and process the application to include payment counts within 7-10 days. | 15% | ||||
| Timely and accurate submission of the e-QIP/security forms. | Submit forms within 24 hours of the contractor employee’s assignment to the Department. Send an e-mail to the COR/CO/ISSO by 5:00p of the due date that certifies the complete, accurate and timely submission of the forms. | Measurement of the total percentage of e-QIP/security forms processed accurately daily and monthly (Total Accurate e-QIP Security Forms / Total e-QIP Security Forms Processed). Vendors will provide monthly reporting providing aggregate calculations of accuracy by submission. FSA will take a statistically significant, random sample of e-QIP/security form submissions to validate vendor quality monitoring scores which are submitted to validate overall e-QIP/security form SLA. | SLA | Monthly | 95% of submissions must be submitted accurately. | 15% | ||
| Total and Permanent Disability (TPD) materially complete application processed | Length of time it takes to review a request for TPD to determine if it is materially complete and make a determination on the application. | |||||||
| Measured from date application received to date determination is made. |
| A monthly report will show aggregate turn around time ("TAT") for applications processed. TAT defined as the time duration between receipt date and completion date of SLA activity. An Operational Report shall be delivered monthly by vendor showing daily and aggregate TAT for the process; FSA will take a random sampling of accounts to validate reporting. | SLA | Monthly | Not to exceed 20 business days for any application. | 15% |
| Back Office Quality Control | % of Back Office processing SLA Metrics which meet accuracy and completeness targets |
| Measurement of the total percentage of Back Office processing items processed accurately daily and monthly (Total Accurate Items / Total Items Processed). Vendors will provide monthly reporting providing aggregate calculations of accuracy of back office processing items. FSA will take a statistically significant, random sample of back office items submission to validate vendor quality monitoring scores which are submitted to validate overall Quality Control SLA. | SLA | Monthly | 98% | 25% | ||
| SOW Contract | ||||||
| Contractual Business Requirement ("CBR") Adherence | Compliance with Contractual Business Requirements ("CBR") as agreed to within the SOW and contract | Measurement of the total percentage of Contractual Business Requirements with objective measures delivered in adherence to the contractual requirement on a quarterly basis (Total CBR Adhered To / Total CBR). FSA will audit each CBR on a quarterly basis and provide a pass or fail rating. The SLA Weight will be applied to the Risk Pool for the month in which the CBR SLA is measured. | SLA | Quarterly | 100% | 25% |
| * Date to be defined as part of transition planning | ||||||
| ** SLA weight % will be applied to the month for which the billing occurs for migrated loans |
Incident Priority definitions
| INCIDENT PRIORITY DESCRIPTION: | ||
| Security/System/Platform Incidents--includes API integration | Business Operations/Financial Requirement issues caused by the system rules engine or staff (loan consolidation/finanacial requirements) Includes interface files (COD, NSLDS, FMS, etc) | |
| Priority 1 (P1)/Critical | An Incident causing a complete interruption of service delivery to the affected customer service entity/key environment or business operation. Those affected cannot utilize one or more predefined key services until service delivery is restored. Environment impacting; There is no immediate workaround. |
An Incident causing a significant interruption or degradation of service delivery to the affected key environment or business operation. Environment impacting; A contingency plan may allow those affected to achieve some functionality during the event. or Non-availability of an entire Application in the environment.
Incident resolved in 2-4 hours 1) A processing/financial issue identified that impacts >80% of the customers and results in customers degradation of service or incorrect account balances, or improper payments. There is not a work around. Clean up is performed within 30 days of issue resolution.
2) Individual issues can all be defined as critical by FSA.
Fixed with an emergency release within 2 weeks or sooner Priority 2 (P2)/High An Incident causing a significant interruption or degradation of service delivery to the affected customer service entity/key environment or business operation. Environment impacting. A contingency plan may allow those affected to achieve some functionality during the event.
Incident is resolved within 5 calendar days 1) A processing/financial issue identified that impacts 60%-79.99% of the customers and results in customers degradation of service or incorrect account balances, or improper payments. Work around exists. Clean up (if needed is performed within 30 days of issue resolution.
2) Individual issues can all be defined as High by FSA.
3) FIxed within 30 days or sooner Priority 3 (P3)/Medium An Incident causing one or more affected customer users to be unable to utilize services as designed. While immediate impact is moderate, the risk for greater impact exists.
Incident is resolved in 7 days 1) A processing/financial issue identified that impacts 25%-59.99% of the customers and results in customers degradation of service or incorrect account balances, or improper payments immediate manual correction exists/Work around exists. Clean up (if needed) is performed within 30 days of issue resolution.
2) Individual issues can all be defined as medium by FSA.
3) FIxed with the next release or sooner Priority 4 (P4)/Low An Incident causing a minimal interruption or degradation of service delivery to the affected customer, their users’ environment, or business operation.
Incident resolved in 10-14 days 1) A processing/financial issue identified that impacts <24.99 of the customers and results in customers degradation of service or incorrect account balances, or improper payments. Immediate manual correction applied/work around exists. Clean up (if needed) is performed within 30 days of issue resolution.
2) Individual issues can all be defined as low by FSA.
3) FIxed with the next 2 releases or sooner
IT Fulfilment Metrics
U.S. Department of Education Office of Federal Student Aid Next Generation Financial Services Environment
| ISS SLA's |
| Performance Measurement Template |
Metric Category Outcome / SLA Metric Definition / Measurement Rationale for Measuring Service Level Type (Yes/No) Frequency of Measurement Expected Service Level Target SLA Weight (% / $)
1) Customer accounts migration
2) FSA Image Repository migration
| 3) Decommissioned servicer/archived data migration | Migrations of ALL loans (active and inactive) are completed and the borrowers/loans are loaded with 100% accuracy | Measured by random sample of accounts. Number of sample accounts will be determined for each migration. | Ensuring the loans load correctly to the servicing platform | One time metric per migration | Monitored daily during each scheduled transfer/migration | 100% | $ TBD | |
| Resolving data issues to enable loans to load to servicing system | Measured by random sample of accounts. Measured from the date of receipt of the complete data file. Accounts shall be reconciled daily. Service level is measured based on resolving loan-specific issues timely. | Loans shall be loaded accurately and timely to ensure a successful customer experience | One time metric per migration | Monitored daily based on transfer schedule | 100% Resolved within 10 business days | |||
| $ TBD | ||||||||
| Issue resolution for reconciliation of loan balances | Measured by financial reconciliation reporting. Measured from the date once all loans within a deal or data file are loaded to the Interim Servicing Solution (ISS). Account balances shall be reconciled daily. Service level is measured based on resolving reconciliation issues timely. | The ISS provider shall reconcile the transfers timely to ensure the Office of Federal Student Aid (FSA) has transparency into the financial transactions | One time metric per migration | Monitored daily based on transfer schedule | 100% Resolved within 15 business days | |||
| $ TBD | ||||||||
| Migration of the FSA Image Repository | Measured by reconciling image amount details from the prior repository to the image details once migrated. Report shall be provided by both entities. In addition, there will be a random sampling of accounts. Completion of the migration of the full image repository. | The ISS provider shall complete the migration with FSA's milestones (to be determined at award) | One time metric per migration | Monitored daily during the migration | 100% Images completed within milestone | $ TBD | ||
| Migration of legacy data repositories | Measured by reconciling data amount details from the prior repository to the data details once migrated. Report shall be provided by both entities. In addition, there will be a random sampling of accounts. Completion of the migration of legacy data repositories. | The ISS provider shall complete the migration with FSA's milestones (to be determined at award) | One time metric per migration | Monitored daily during the migration | 100% Migration completed within milestone* | $ TBD | ||
| Outcome / SLA Metric | Definition / Measurement | Rationale for Measuring | Service Level Type (Yes/No) | Frequency of Measurement | Proposed Benchmark, If SLA and Disincentive |
Student financing servicing platform
| System Availability - Core Platform (not including approved downtime) | System uptime relative to hours of operation within the month. An operational report will be submitted detailing all outages and length of outages. | The tools, services, and systems necessary to provide customers, agents, and back-office processors' access and transactional capabilities are vital to servicing customers. All daily, weekly, monthly, and quarterly jobs are not impacted | SLA | Monthly | 99.90% | 25% |
| Account Maintenance - Manual Corrections (financial and non-financial adjustments or corrections as approved by FSA) | Measured as the number of business days between when a required account maintenance correction is received to when it is processed on the account. |
| Measured by a report that documents the adjustment approved, date received, and data processed. Shall include file names if spreadsheets of multiple adjustments are sent. | Ensuring timely response to account corrections minimizes customer disruption and customer complaints | SLA | Monthly | 10 business days | 5% |
| Loan Consolidation Origination and Disbursement | Measured 30 days from the receipt of the application to the booking of the loan. |
| Measured by Operation reporting and random sampling of accounts. | Ensure timely application processing | SLA | Monthly | 100% | 5% |
| Loan Consolidation Legacy LC contractor/TIVAS under/over payment processing (this is only for loans from the decommissioned consolidation origination and disbursement systems) | Time from receipt of the under/over payment to consolidation loan adjustment being processed. |
| Measured by a report that documents the adjustment approved, date received, and data processed. Shall include file names for spreadsheets/interface files that contain more than one adjustment. | Ensure timely processing of adjustments received on the underlying loan | SLA | Monthly | 10 business days from receipt of the under/over adjustment | 5% |
| Percent of Delinquent Debt Reported to Credit Bureau (Credit Bureau Reporting) | All Delinquent Debt reported to at least one credit bureau during the past 30 days, divided by Total Delinquent Debt as of month-end. |
Computed based on dollar amount reported on TROR line:
Part I, Section C, Line (3)(C) Total Credit Bureau Reporting, divided by
| Part I-Section C, Line (2)(E) Total delinquencies by Category. | OMB DCIA Compliance metric | SLA | Calculated Monthly | Percent of Debt not Reported |
| >0% | 15% |
Outcome / SLA Metric Definition / Measurement Rationale for Measuring Service Level Type (Yes/No) Frequency of Measurement Proposed Benchmark, If SLA and Disincentive
| Imaging, printing, and mailing (optional task) | Inbound Document Imaging | Measured as the time between receipt of inbound documents and successfully imaging them to the image repository. A random sampling of accounts will be taken and an Operational Report shall be delivered monthly. | The prompt imaging of documents ensures timely fulfillment of customer or third-party requests, and minimizes the full end-to-end process time and associated customer complaints. | SLA | Monthly | 98% within 2 business days | 10% |
| Customer-Requested Document Fulfillment - Digital | Measured as the time between a customer (e.g., borrower, school, etc.) requesting a document, form, or application and the fulfillment of that request via a digital channel. A random sampling of accounts will be taken and an Operational Report shall be delivered monthly. | Customers who request information from FSA expect the timely delivery of that information. | SLA | Monthly | 98% within 1 business day | 5% | |
| Customer-Requested Document Fulfillment - Physical | Measured as the time between a customer (e.g., borrower, school, etc.) requesting a document, form, or application and the fulfillment (i.e., mailing) of that request via a physical channel. A random sampling of accounts will be taken and an Operational Report shall be delivered monthly. | Customers who request information from FSA expect the timely delivery of that information. | SLA | Monthly | 98% within 2 business days | 5% |
Outcome / SLA Metric Definition / Measurement Rationale for Measuring Service Level Type (Yes/No) Frequency of Measurement Proposed Benchmark, If SLA
| Customer Service Representative and Back office personnel Enablement Tools (access to data, work queue's) | System Availability - Customer Service Representative and Back office personnel Enablement Tools | System uptime relative to hours of operation within the month. An operational report shall be submitted detailing all outages and length of outages. | The tools, services, and systems necessary to provide customers access and transactional capabilities are vital to serving customers. | SLA | Monthly | 99.90% | 25% |
| API Response Times | Average API response times should be less than 1 second. An operational report shall be submitted detailing daily response time metrics. | Ensure smooth integrations with other trading partners to enhance customer servicer. | SLA | Monthly | 100% | 5% |
* Date to be defined as part of transition planning
Call Center U.S. Department of Education Office of Federal Student Aid Next Generation Financial Services Environment
| ISS Call Center SLA's |
| Performance Measurement Template |
Metric Category Description Service Level Type Proposed Benchmark, If SLA and Disincentive Frequency of Measurement Weight of Measurement
| Service Level | The time it takes for an agent to answer a call once it has been offered out of the IVR. | SLA | 80% in 20 sec | Monthly | 25% |
| Abandon Rate of Inbound Calls | The percentage of calls that are terminated by the caller once offered out of the IVR to be answered by an agent. | SLA | 2% or less of calls offered to CSRs | Monthly | 25% |
| Quality Monitoring | The percentage of interactions that received a passing score on a monthly basis. | SLA | 95% of interactions reviewed must receive a passing score. | Monthly | 25% |
Back Office U.S. Department of Education Office of Federal Student Aid Next Generation Financial Services Environment
| ISS Back Office SLA | ISS Back Office SLA |
| Performance Measurement Template | Performance Measurement Template |
Metric Category Description Measurement Info Service Level Type Expected Service Level Target Frequency of Measurement SLA Weight (% / $)
| Deferment Application processing | Length of time it takes to review a request for deferment and apply the deferment, reject the deferment, or request additional needed information. | Applies to deferment requests from any source. Measured from date rec'd to date deferment applied (if approved) or date reject/request notice sent (if denied/more info needed) | SLA | Not to exceed 10 business days for any application. | Monthly | 15% |
| Forbearance Application processing | Length of time it takes to review a request for forbearance and apply the forbearance, reject the forbearance, or request additional needed information. | Applies to forbearance requests from any source. Measured from date rec'd to date forb applied (if approved) or date reject/request notice sent (if denied/more info needed) | SLA | Not to exceed 10 business days for any application. | Monthly | 15% |
| Discharge Application processing - pre determination | Length of time it takes to review a request for discharge and provide a servicer pre-determination to FSA, deny the request, or request additional needed information. | Measured from date rec'd to date discharge pre-approval provided to FSA (if approved) or date reject/request notice sent (if denied/more info needed). | SLA | Not to exceed 15 business days for any application (this includes the 3 days for the notification ) | Monthly | 15% |
| Discharge Application processing - post FSA approval | Length of time it takes to apply the discharge to the borrower's account after approval from FSA is received. | Measured from date approval provided by FSA to date discharge has been applied to the account. | SLA | Not to exceed 3 business days from FSA determination for any approved application. | Monthly | 15% |
| IDR application processing (new & recertification) | Length of time it takes to review a request for placement on an IDR plan or review recertification of income documentation. | Measured from date rec'd to date placed on IDR (for new)/income applied (for recertification) - (if approved) or date reject/request notice sent (if denied/more info needed) | SLA | Not to exceed 10 business days for any application. | Monthly | 15% |
| PSLF Employer Certification Requests | Length of time to complete the request by applying the appropriate update to the borrower's account or responding to borrower with complete answer to inquiry. | Measured from COB date received to date certification approved - (if approved) or date reject/request notice sent (if denied/more info needed) | SLA | Not to exceed 10 business days for any request. | Monthly | 15% |
| PSLF Forgiveness Application processed | Length of time it takes to review a request for forgiveness and apply the forgiveness, reject the forgiveness, or request additional needed information. | Measured from date application received to date forgiveness applied to account (if approved) or date reject/request notice sent (if denied/more info needed) | SLA | Not to exceed 10 business days for any request. | Monthly | 15% |
| TEACH Certification Request processed | Length of time it takes to review a request for certification and apply the certification, reject the certification, or request additional needed information. | Measured from COB date received to date certification approved - (if approved) or date reject/request notice sent (if denied/more info needed) | SLA | Not to exceed 10 business days for any request. | Monthly | 15% |
| Quality Control | % of processing items that meet accuracy and completeness | Total number of items processed accurately/total items reviewed | SLA | 98% | Monthly | 25% |
File details come from the government source that posted it. Updated .