OD_Reqs_-_Sec_Appendix_D_-_Existing_Service_Levels__2-28-14.pdf

O&D Business Requirements

Federal Student Aid, O&D Project 1 Appendix D

Appendix D. Existing Service Levels

Service Delivery Standards:

FSA currently requires the following service delivery standards. However, FSA is open to recommendations for new SLA’s and KPI’s that may help satisfy the business needs described in this report.

Process Loans and Grants:

Description Target Data Source Frequency Process & Exceptions

Pell Grant, and TEACH Grant and Direct Loan Origination and Disbursement

Unprocessed batches from schools will be reviewed each business day.

98% resolved within 3 business days

COD Stuck Batch Report

Monthly The target for each batch will be measured from the date/time an incident is opened until the batch is processed and the incident is classified as resolved.

This excludes unprocessed batches from schools that require Payment Analyst review files submitted that do not match COD XML standards, stuck batches due to an outage of non-COD Interfaces, unprocessed batches associated with a Problem ticket, batches submitted that do not match the COD data requirements, and web batches.

COD Web Site Availability

Availability of the COD Web site including all of the individual application and infrastructure components that result in availability of the application to the business.

99% COD Web site Incidents

Monthly Scheduled down times or phone downtime or interface systems failures outside of the Contractor’s control.

Resolution of Commingled Data

Incidents (Type 1 & Type 2):

The number of days required to fix commingled data incidents (Type 1 & Type 2)

98% Resolved Within 30 calendar days

TeamTrack Weekly The 30 day turnaround time will not include time in which the Contractor is waiting on Federal Student Aid, external trading partners, or schools for data or information necessary to resolve the incident.

Total Access Ad Hoc Availability

Availability of the Total Access Ad Hoc functionality including all of the individual application and infrastructure components that result in availability of the application to the business.

90% per Scheduled Hours of Availability

(8:00 AM –

10:00 PM

Eastern Standard Time, Monday-Friday)

Total Access Ad Hoc Incidents

Monthly Excludes scheduled downtime and required processing outages.

Federal Student Aid, O&D Project 2 Appendix D

Technical Architecture

Description Target Data Source Frequency Process & Exceptions

COD

Mainframe Application Disaster Recovery

The Contractor shall successfully restore COD Mainframe application data and core COD processing functionality within allotted time frame.

72 hours Manual Calculation Time

Per Annual Disaster Recovery Test or Per Disaster

COD Mainframe Application Disaster Recovery test excludes the COD Customer Service Center and COD Web site Disaster Recovery test.

Percentage of Critical Problems Resolved According to Severity Definition:

Critical severity problems shall be resolved within 24 hours, or worked continuously until they are resolved.

95% JIRA Monthly N/A

Number of Open Problems at Release

Open problems are resolved within 30 days of the release implementation date. This does not include problems that possess a workaround acceptable to Federal Student Aid.

0 Critical and 0 High

Production Readiness Review

Weekly Per Production Readiness Review

Number of Problems Outside of Release

The percentage of new problems introduced by a Service Pack.

This will be determined by dividing the number of new problems detected after a Service Pack implementation that are associated with the Service Pack code modifications by the number of service tickets (problems and enhancements) the Service Pack attempted to resolve.

Service Pack Implementation Problems < 10%.

JIRA Monthly N/A

Federal Student Aid, O&D Project 3 Appendix D

Customer Service Center

Description Target Data Source Frequency Process & Exceptions

Customer Support Center

Support center will provide bi-lingual (English and Spanish) phone support to schools, students, parents, and borrowers Monday - Friday from 8:00AM to 8:00PM Eastern Standard Time.

8:00 AM - 8:00

PM Eastern Standard Time, Mon - Fri

N/A Monthly Call support shall not be provided on the following holidays; New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. Phone downtime or interface systems failures outside of the Contractor’s control.

Average Speed of Answer

The average speed of answer is measured from the time the user selects an option to speak with a customer service representative until a customer service representative answers the phone.

80% < 20 Seconds

Automatic Call Distributor

(ACD)

Monthly Phone downtime or interface systems failures outside of the Contractor’s control.

Call Abandon Rate

Of the total calls received, the percentage of calls in the Interactive Voice Response that are abandoned by the Customer before reaching the customer service representative.

< 2% Automatic Call Distributor

(ACD)

Monthly Phone downtime or interface systems failures outside of the Contractor’s control.

First Time Correct Answer

The Contractor shall monitor and evaluate communications (telephone calls and emails) between Customer Service Representatives, Schools, Third Party Servicers, and Borrowers.

The calls will be evaluated and the results of the evaluations will be collected and reported monthly.

% of First Time Correct Answers of sampled communication s >= 95%

Random 5% sample of communicati ons within the period being measured

Monthly N/A

Funds Deposit:

Deposit all funds received from schools, students, and third party servicers into established United States Treasury accounts.

deposited within 24 hours after receipt.

Funds Received and Deposit Log

Daily N/A

Customer Support Center

Support center will provide bi-lingual (English and Spanish) phone support to schools, students, parents, and borrowers Monday - Friday from 8:00AM to 8:00PM Eastern Standard Time.

8:00 AM - 8:00

PM Eastern Standard Time, Mon - Fri

N/A Monthly Call support shall not be provided on the following holidays; New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. Phone downtime or interface systems failures outside of the Contractor’s control

Average Speed of Answer

The average speed of answer is measured from the time the user selects an option to speak with a customer service representative until a customer service representative answers the phone.

80% < 20 Seconds

Automatic Call Distributor

(ACD)

Monthly Phone downtime or interface systems failures outside of the Contractor’s control.

Federal Student Aid, O&D Project 4 Appendix D

Call Abandon Rate

Of the total calls received, the percentage of calls in the Interactive Voice Response that are abandoned by the Customer before reaching the customer service representative.

< 2% Automatic Call Distributor

(ACD)

Monthly Phone downtime or interface systems failures outside of the Contractor’s control.

First Time Correct Answer

The Contractor shall monitor and evaluate communications (telephone calls and emails) between Customer Service Representatives, Schools, Third Party Servicers, and Borrowers.

The calls will be evaluated and the results of the evaluations will be collected and reported monthly.

% of First Time Correct Answers of sampled communication s >= 95%

Random 5% sample of communicati ons within the period being measured.

Monthly N/A

Deposit:

Deposit all funds received from schools, students, and third party servicers into established United States Treasury accounts.

deposited within 24 hours after receipt.

Funds Received and Deposit Log

Daily N/A

Business Management Services

Description Target Data Source Frequency Process & Exceptions

Publication of the COD Technical Reference

Publication of the COD Technical Reference prior to or on the mutually agreed upon publication date.

100% by agreed date Email to

Federal Student Aid for IFAP Publication

Quarterly Mutual agreement to change the publication date will reset the publication date for this SLA.

Publication of the COD Project Briefing

Publication of the COD Project Briefing based on a mutually agreed upon schedule.

90% by agreed date

COD Project Briefing

Semi-annually

Any Federal Holidays or closures.