RFP No. HHS0015252 Exhibit F

Exhibit F, Key Performance Requirements

DP KPR 1

Reporting Period As requested Service/Component Official Correspondence State Action Request Performance Standard The Contractor shall submit complete and accurate responses to any

State Action Request (SAR) or Vendor Action Request (VAR) memos no later than ten (10) calendar days after the Contractor’s receipt of the request or by the date specified in the memo (see Exhibit E, Scope of Work (SOW), DP 001).

Liquidated Damages Value $250.00 Measurement of Noncompliance

Each calendar day for each instance of a late submission, submission being found unacceptable by HHSC, or failure to provide requested information by the due date indicated by HHSC.

Non-compliance Remedies HHSC may take the following actions in the event of non-compliance or a missed KPR:

• Suspending all or part of the Contract;

• Requiring the Contractor to take specific corrective actions to remain in compliance with the term of the Contract;

• Recouping payments made to the Contractor found to be in error;

• Suspending, limiting, or placing conditions on the continued performance of the Project;

• Imposing any other remedies authorized under the Contract; and

• Imposing any other remedies, sanctions or penalties permitted by federal or state statute, law, regulation, or rule.

Calculation/ Reporting Process

HHSC determines Contractor’s compliance with this KPR by comparing the submission date of the SAR or VAR Response via the formal communication process to the established due date specified by HHSC.

Note that for the due date established by HHSC, the Contractor must provide a response no later than 5:00 p.m. CDT (unless otherwise specified) of the due date provided to be considered compliant with this KPR.

All correspondence shall be sent to HHSC DP SAR VAR. Email address to be provided after Contract execution during the Post Award Conference.

DP KPR 2

Reporting Period As requested Service/Component Official Correspondence SAR or VAR Response Performance Standard The Contractor must provide ad hoc reports and respond to

Legislative inquiries and other high-priority requests within 36 hours from the time of the request or by the date and/or time specified by HHSC (see Exhibit E, Scope of Work (SOW), DP 003).

Liquidated Damages Value $500.00 Measurement of Noncompliance

Each calendar day for each instance of a late submission, response being found incomplete or inaccurate by HHSC, or failure to provide requested response by the due date indicated by HHSC.

Non-compliance Remedies HHSC may take the following actions in the event of non-compliance or a missed KPR:

• Requiring the Contractor to take specific corrective actions to remain in compliance with term of the Contract;

• Recouping payments made to the Contractor found to be in error;

• Suspending, limiting, or placing conditions on the continued performance of the Project;

• Imposing any other remedies authorized under the Contract;

and

• Imposing any other remedies, sanctions or penalties permitted by federal or state statute, law, regulation, or rule.

Calculation/ Reporting Process

HHSC determines the Contractor’s compliance with this KPR by comparing the response date of the SAR or VAR Response from the Contractor via the formal communication process to the established due date specified by HHSC.

Note that for the due date established by HHSC, the Contractor must provide a response no later than 5:00 p.m. CDT (unless otherwise specified) of the due date provided to be considered compliant with this KPR.

DP KPR 3

Reporting Period Daily Service/Component Inbound Mail Timeliness Performance Standard

The Contractor must process 100% of all inbound documents by the business day after date of receipt by the Contractor, or within the timeframe otherwise specified by HHSC. (See Exhibit E, Scope of Work (SOW), DP 007).

Liquidated Damages Value

$1,000.00 per unit as described in the Measurement of Noncompliance for each day that a noncompliance exists.

Non-compliance Remedies

HHSC may take the following actions in the event of non-compliance or a missed

KPR:

• Requiring the Contractor to take specific corrective actions to remain in compliance with term of the Contract;

• Recouping payments made to the Contractor found to be in error;

• Suspending, limiting, or placing conditions on the continued performance of the Project;

• Imposing any other remedies authorized under the Contract; and

• Imposing any other remedies, sanctions, or penalties permitted by federal or state statute, law, regulation, or rule.

Measurement of Noncompliance

Each percentage point below 100%, is rounded to the nearest one-tenth of one percent.

Calculation/Reporting Process

HHSC determines compliance with this KPR by comparing the successful Inbound Mail Timeliness percentage to the Performance Standard of 100% established in this KPR. This is rounded to the nearest one-tenth of one percent.

The calculation of liquidated damages is based on the following formula:

calculation of liquidated damages is based on the following formula:

a = Measurement of b = Frequency c = LD Value Noncompliance

(a)(b)(c) = LD to be assessed at HHSC’s discretion

Example If the Contractor is required to process 100% of inbound mail daily and instead achieves 94.7%, then the variance from the benchmark is 5.3 (100-94.7). Therefore, the calculation would be as follows:

a = Each % point below 100% b = Daily c = $1,000

(5.3)(1)($1,000) = $5,300 This calculation will apply to any day for which there is a measure of non-compliance greater than zero.

All correspondence shall be sent to HHSC DP SAR VAR. Email address to be provided after Contract execution during the Post Award Conference.

DP KPR 4

Reporting Period Daily Service/Component Inbound Mail Timeliness Performance Standard

The Contractor must process 99.5% of all inbound documents except for returned mail and image-only on the day of receipt by the Contractor, or within the timeframe otherwise specified by HHSC. (See Exhibit E, Scope of Work (SOW), DP 007).

Liquidated Damages Value

$1,000.00 per unit as described in the Measurement of Noncompliance for each day that a noncompliance exists.

Non-compliance Remedies compliance with the terms of the Contract;

• Recouping payments made to the Contractor found to be in error;

• Suspending, limiting, or placing conditions on the continued performance of the

Project;

• Imposing any other remedies authorized under the Contract; and

• Imposing any other remedies, sanctions or penalties permitted by Federal or

State statute, law, regulation, or rule.

Measurement of Noncompliance

Each percentage point below 99.5%, is rounded to the nearest one-tenth of one percent.

Calculation/Reporting Process

HHSC determines compliance with this KPR by comparing the successful Inbound Mail Timeliness percentage to the Performance Standard of 100% established in this KPR. This is rounded to the nearest tenth of a percent.

The calculation of liquidated damages is based on the following formula a = Measurement of b = Frequency c = LD Value

Noncompliance

(a)(b)(c) = LD to be assessed at HHSC’s discretion

Example If the Contractor is required to process 99.5% of inbound mail daily and instead achieves 93.5%, then the variance from the benchmark is 6.0. Therefore, the calculation would be as follows:

a = Each % point below 100% b = Daily c = $1,000

(6.0)(1)($1,000) = $6,000 This calculation will apply to any day for which there is a measure of non-compliance greater than zero.

DP KPR 5

Reporting Period Daily Service/Component Inbound Mail - Accuracy/Quality Services Performance Standard

The Contractor must ensure that 98% of inbound mail is processed accurately, as determined in accordance with HHSC-approved methodology and performance criteria in the Quality Management Plan. (See Exhibit E, Scope of Work (SOW), DP 101).

Liquidated Damages Value

$1,000.00

Non-compliance Remedies compliance with term of the Contract;

• Recouping payments made to the Contractor found to be in error;

• Suspending, limiting, or placing conditions on the continued performance of the

Project;

• Imposing any other remedies authorized under the Contract; and

• Imposing any other remedies, sanctions or penalties permitted by federal or state statute, law, regulation, or rule.

Measurement of Noncompliance

Each percentage point below 98%

Calculation/Reporting Process

HHSC determines compliance with this KPR by comparing the successful Inbound Mail - Accuracy/Quality Services percentage to the Performance Standard of 98% established in this KPR. This is rounded to the nearest tenth of a percent.

The calculation of liquidated damages is based on the following formula:

a = Measurement of b = Frequency c = LD Value

Noncompliance

(a)(b)(c) = LD to be assessed at HHSC’s discretion

Example If the Contractor is required to process 98% of inbound mail accurately daily, and instead achieves 94%, then the variance from the benchmark is 4. Therefore, the calculation would be as follows:

a = Each % point below 98% b = Daily c = $1,000

(4)(1)($1,000) = $4,000

DP KPR 6

Reporting Period Daily Service/Component Inbound Mail - Accuracy/Quality Services Performance Standard The Contractor must ensure that all inbound mail is processed maintaining and ensuring data integrity of documents, as determined in accordance with HHSC-approved methodology and performance criteria in the Quality Management Plan. (See Exhibit E, Scope of Work (SOW), DP 007).

Liquidated Damages Value $250.00 per performance measurement Non-compliance Remedies HHSC may take the following actions in the event of non-compliance or a missed KPR:

• Suspending all or part of the Contract;

• Requiring the Contractor to take specific corrective actions to remain in compliance with term of the Contract;

• Recouping payments made to the Contractor found to be in error;

• Suspending, limiting, or placing conditions on the continued performance of the Project;

• Imposing any other remedies authorized under the Contract; and

• Imposing any other remedies, sanctions or penalties permitted by federal or state statute, law, regulation, or rule.

Measurement of Noncompliance Each incident of non-performance criteria unmet Calculation/Reporting Process HHSC determines the Contractor’s compliance with this KPR by assessing the performance measurements noted within the HHSC approved Quality Management Plan.

All correspondence shall be sent to HHSC DP SAR VAR. Email

DP KPR 7

Reporting Period Daily Service/Component Inbound Mail Performance Standard

The Contractor must notify and route to HHSC 100% of unimaged documents received by mail that are not appropriate for imaging, within HHSC approved timeframes (See Exhibit E, Scope of Work (SOW), DP 013).

Liquidated Damages Value

$100.00

Non-compliance Remedies compliance with term of the Contract;

• Recouping payments made to the Contractor found to be in error;

• Suspending, limiting, or placing conditions on the continued performance of the

Project;

• Imposing any other remedies authorized under the Contract; and

• Imposing any other remedies, sanctions or penalties permitted by federal or state statute, law, regulation, or rule.

Measurement of Noncompliance

Each calendar day per document

Calculation/Reporting Process

HHSC determines compliance with this KPR by comparing the successful Inbound Mail percentage to the Performance Standard of 100% established in this KPR. This is rounded to the nearest tenth of a percent.

The calculation of liquidated damages is based on the following formula:

a = Measurement of b = Frequency c = LD Value

Noncompliance

(a)(b)(c) = LD to be assessed at HHSC’s discretion

Example If the Contractor is required to notify and route to HHSC 100% of unimaged documents daily and instead achieves 94%, then the variance from the benchmark is

6. Therefore, the calculation would be as follows:

a = Each % point below 100% b = Daily c = $1,000

(6)(1)($1,000) = $6,000

DP KPR 8

Reporting Period Monthly Service/Component Imaging Accuracy/Quality Services Performance Standard

The Contractor must ensure that 98% of imaging is processed accurately, as determined in accordance with HHSC-approved methodology and performance criteria in the Quality Management Plan (See Exhibit E, Scope of Work (SOW), DP 012).

Liquidated Damages Value

$1,000.00

Non-compliance Remedies compliance with term of the Contract;

• Recouping payments made to the Contractor found to be in error;

• Suspending, limiting, or placing conditions on the continued performance of the Project;

• Imposing any other remedies authorized under the Contract; and

• Imposing any other remedies, sanctions or penalties permitted by federal or state statute, law, regulation, or rule.

Measurement of Noncompliance

Each percentage point below 98%

Calculation/Reporting Process

HHSC determines compliance with this KPR by comparing the successful Inbound Mail - Accuracy/Quality Services percentage to the Performance Standard of 98% established in this KPR. This is rounded to the nearest tenth of a percent.

The calculation of liquidated damages is based on the following formula:

a = Measurement of b = Frequency c = LD Value Noncompliance

(a)(b)(c) = LD to be assessed at HHSC’s discretion

Example If the Contractor is required to process 98% of images accurately monthly, and instead achieves 94%, then the variance from the benchmark is 4. Therefore, the calculation would be as follows:

a = Each % point below 98% b = Monthly c = $1,000

(4)(1)($1,000) = $4,000

DP KPR 9

Reporting Period As Required Service/Component Incident/Outages/Notification Performance Standard The Contractor must notify HHSC of all incidents/outages via e-mail or telephone if e-mail is unavailable within five (5) minutes after an incident/outage has occurred. Submit an incident report to HHSC via the official correspondence process within 24 hours of reported incident/outage(s) (See Exhibit E, Scope of Work

(SOW), DP 093-D).

Liquidated Damages Value $250.00 Non-compliance Remedies HHSC may take the following actions in the event of non-compliance or a missed KPR:

• Suspending all or part of the Contract;

• Requiring the Contractor to take specific corrective actions to remain in compliance with term of the Contract;

• Recouping payments made to the Contractor found to be in error;

• Suspending, limiting, or placing conditions on the continued performance of the Project;

• Imposing any other remedies authorized under the Contract; and

• Imposing any other remedies, sanctions, or penalties permitted by Federal or State statute, law, regulation, or rule.

Measurement of Noncompliance Each incident that is not reported within five (5) minutes of an incident/outage.

Calculation/Reporting Process HHSC determines the Contractor’s compliance with this KPR by comparing the submission date of the Incident/Outage notification via the formal communication process to the established due date

DP KPR 10

Reporting Period As required Service/Component Incident/Outage Report Performance Standard Contractor must submit an incident/outage report to HHSC via the official correspondence process by closing of the next business day of reported incident/outage(s) (See Exhibit E, Scope of Work

(SOW), DP 094-D).

Liquidated Damages Value $250.00 Non-compliance Remedies HHSC may take the following actions in the event of non-compliance or a missed KPR:

• Suspending all or part of the Contract;

• Requiring the Contractor to take specific corrective actions in order to remain in compliance with term of the Contract;

• Recouping payments made to the Contractor found to be in error;

• Suspending, limiting, or placing conditions on the continued performance of the Project;

• Imposing any other remedies authorized under the Contract; and

• Imposing any other remedies, sanctions or penalties permitted by federal or state statute, law, regulation, or rule.

Measurement of Noncompliance Each business day closing of the next business day of reported incident/outage(s).

Calculation/Reporting Process HHSC determines the Contractor’s compliance with this KPR by comparing the submission date of the Incident/Outage Report via the formal communication process to the established due date

DP KPR 11

Reporting Period As required Service/Component Security Features Systems and Confidential Information Performance Standard The Contractor must maintain adequate security features for all of the Respondent’s supported automation systems (voice and data) to protect the systems and all confidential information against any security breaches, unauthorized access, or other violation of state and federal regulations. Each event of a security breach, unauthorized access or other violation will be treated independently and will be subject to separate assessment of liquidated damages (See Exhibit E, Scope of Work (SOW), DP 086).

Liquidated Damages Value $500.00 Non-compliance Remedies HHSC may take the following actions in the event of non-compliance or a missed KPR:

• Suspending all or part of the Contract;

• Requiring the Contractor to take specific corrective actions to remain in compliance with term of the Contract;

• Recouping payments made to the Contractor found to be in error;

• Suspending, limiting, or placing conditions on the continued performance of the Project;

• Imposing any other remedies authorized under the Contract; and

• Imposing any other remedies, sanctions or penalties permitted by federal or state statute, law, regulation, or rule.

Measurement of Noncompliance Each event that results in a security breach Calculation/Reporting Process HHSC determines the Contractor’s compliance with this KPR by assessing compliance with the Security Management Process Plan for the protection of all confidential information against any security breaches, unauthorized access, or other violation of state and federal regulations.

DP KPR 12

Reporting Period As Required Service/Component Report of Security Systems Issues Performance Standard The Contractor must submit a report of security systems issues within one (1) calendar day of discovery detailing the security violation, when and how it was discovered, operational impacts, and corrective measures to detect and prevent future violations (See Exhibit E, Scope of Work (SOW), DP 088-D).

Liquidated Damages Value $500.00 Non-compliance Remedies HHSC may take the following actions in the event of non-compliance or a missed KPR:

• Suspending all or part of the Contract;

• Requiring the Contractor to take specific corrective actions to remain in compliance with term of the Contract;

• Recouping payments made to the Contractor found to be in error;

• Suspending, limiting, or placing conditions on the continued performance of the Project;

• Imposing any other remedies authorized under the Contract; and

• Imposing any other remedies, sanctions or penalties permitted by federal or state statute, law, regulation, or rule.

Measurement of Noncompliance Each Security systems issue that is not reported within one calendar day Calculation/Reporting Process HHSC determines the Contractor’s compliance with this KPR by comparing the submission date of the Security System Issue via the formal communication process to the established due date specified by HHSC.

DP KPR 13

Reporting Period As required Service/Component Confidentiality Performance Standard The Contractor must report to HHSC each occurrence of unauthorized destruction, loss, alteration, or unauthorized access to, use or disclosure of HHSC’s confidential information within 24 hours after the Contractor becomes aware of the occurrence (See Exhibit E, Scope of Work (SOW), DP 007).

Liquidated Damages Value $1,000.00 Non-compliance Remedies HHSC may take the following actions in the event of non-compliance or a missed KPR:

• Suspending all or part of the Contract;

• Requiring the Contractor to take specific corrective actions to remain in compliance with term of the Contract;

• Recouping payments made to the Contractor found to be in error;

• Suspending, limiting, or placing conditions on the continued performance of the Project;

• Imposing any other remedies authorized under the Contract; and

• Imposing any other remedies, sanctions or penalties permitted by federal or state statute, law, regulation, or rule.

Measurement of Noncompliance Each occurrence that is not reported within 24 hours and/or each event of breach of confidentiality.

Calculation/Reporting Process HHSC determines the Contractor’s compliance with this KPR by comparing the submission date of the notification of an occurrence of unauthorized destruction, loss, alteration, or unauthorized access to, use or disclosure of HHSC’s confidential information via the formal communication process to the established due date specified by HHSC.

DP KPR 14

Reporting Period As required Service/Component Key Personnel Timely Notification Performance Standard The Contractor must submit notification to HHSC in writing within fourteen (14) calendar days that a key personnel vacancy will occur for any reason or prior to making any changes in key personnel other than changes due to resignation, death, or military recall.

Notification must include a plan to recruit key personnel (See Exhibit E, Scope of Work (SOW), DP 034-D).

Liquidated Damages Value $500.00 Non-compliance Remedies HHSC may take the following actions in the event of non-compliance or a missed KPR:

• Suspending all or part of the Contract;

• Requiring the Contractor to take specific corrective actions to remain in compliance with term of the Contract;

• Recouping payments made to the Contractor found to be in error;

• Suspending, limiting, or placing conditions on the continued performance of the Project;

• Imposing any other remedies authorized under the Contract; and

• Imposing any other remedies, sanctions or penalties permitted by federal or state statute, law, regulation, or rule.

Measurement of Noncompliance Each calendar day after due date Calculation/Reporting Process HHSC determines the Contractor’s compliance with this KPR by comparing the submission date of the notification to HHSC that a key personnel vacancy will occur for any reason or prior to making any changes in key personnel other than changes due to resignation, death, or military recall via the formal communication process to the established due date specified by HHSC.

HHSC may assess a Liquidated Damage of up to $1,000 per calendar day for each instance of Contractor breach of non-performance of a requirement that is not explicitly identified in the Key Performance Requirements.

DP KPR 15

Reporting Period As required Service/Component Contract Deliverables Performance Standard Contractor must submit all deliverables in accordance with the frequency and due dates stated in Exhibit G, Deliverables.

Liquidated Damages Value $250.00 Non-compliance Remedies HHSC may take the following actions in the event of non-compliance or a missed KPR:

• Suspending all or part of the Contract;

• Requiring the Contractor to take specific corrective actions to remain in compliance with term of the Contract;

• Recouping payments made to the Contractor found to be in error;

• Suspending, limiting, or placing conditions on the continued performance of the Project;

• Imposing any other remedies authorized under the Contract; and

• Imposing any other remedies, sanctions or penalties permitted by federal or state statute, law, regulation, or rule.

Measurement of Non-compliance Each calendar day for each instance of a late submission, submission being found unacceptable by HHSC, or failure to provide requested information by the due date indicated by HHSC.

Calculation/Reporting Process HHSC determines Contractor’s compliance with this KPR by comparing the submission date of the VAR Response via the formal communication process to the established due date specified by

HHSC.

Note that for the due date established by HHSC, the Contractor must provide a response no later than 5:00 p.m. CDT (unless otherwise specified) of the due date provided to be considered compliant with this KPR.

All correspondence shall be sent to HHSC DP SAR VAR. Email