ESM_Attachment 3 Key Performance Indicators Final.docx
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- Attached to
- Enterprise Sales and Marketing Solution Federal contract opportunity
- Solicitation number
- 2031JG22R00025
About this file
This document outlines key performance indicators for an enterprise sales and marketing solution contract opportunity with the United States Mint. The scope of work includes providing a fully integrated end-to-end solution for the Mint's numismatic retail program encompassing contact center and fulfillment operations, an order management system, eCommerce platform, point-of-sale system, business analytics, customer relationship management, and business-to-business online ordering. The contractor must provide all necessary hardware, software, hosting, operations, maintenance, staffing for contact centers and fulfillment warehouses, and integration with the Mint's internal and external systems. Key performance indicators specified are maintaining high levels of inventory and financial reporting accuracy, minimizing chargebacks and fraud, ensuring on-time order processing and shipping, meeting uptime and response time thresholds for online systems, and attaining specified levels of customer service and satisfaction.
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Text version
ATTACHMENT 3
United States Mint Key Performance Indicators
Orders (Including POS)
· Tracking entries in the General Ledger (GL) throughout lifecycle
· Successful credit card authorization prior to shipments
· Chargebacks should be prioritized “High” and worked accordingly
· Devices for early fraud detection and mitigation
Inventory
· Account of all inventory at vendor site with access to daily reporting
· Physical Inventory counts performed quarterly at a minimum
· Inventory reconciliation across all sales channels must be 100% accurate
Reporting
· End of month Finance reports due by 1st work day of following month
· Monthly GL reconciliation due by 1st work day of following month
· Perform financial audits within specified timeframes
· Revenue calculations from product sales must be 100% accurate
Marketing
· 100% of segmented email/SLA sends are sent to the correct segments and contain the messages intended for these segments.
· Digital advertising performance meets or exceeds the service levels for each channel. Primary metrics will be Cost per Order (CPO), Cost per Exposure (CPX), Cost per Acquisition (CPA), Customer Acquisition and Customer Retention although other metrics may be used or added as appropriate.
Systems
· 95% overall uptime
· 99% uptime on new product release dates (from 10:00AM-3:00PM ET) NOTE: Uptime = ability for customers to interact with the Mint and complete informational or purchasing transactions in an error-free manner with server-to-customer response times of 1.5 seconds or less.
Customer Service
· The minimum level of service attained by the Call Center should be 80% of all calls answered in 20 seconds or less.
· The minimum level of service for agent schedule adherence is 65% with an attrition rate of less than 10% per month.
· Minimum customer satisfaction score should be 80% measured on a monthly basis.
· Account order entry requires 100% accuracy
Fulfillment
· The minimum fulfillment accuracy rate should be 100% for precious metal and 99.99% for non-precious metal.
· The maximum amount of time to process an order should be 3 business days.
· Monthly Rate of Return should be 2% or less.
· Priority orders should be shipped within 1 day 99.99% of the time
· Non-priority orders should be shipped within 2 days 99.95%.
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