Exhibit K - KPM and LD.pdf
PDF 168 KB Posted
- Attached to
- Take Charge Texas Support Services
- Solicitation number
- HHS0014612v2
- Issued by
- Texas
About this file
This document is Exhibit K of the Request for Offer (RFO) HHS0014612v2 issued by the Texas Health and Human Services Commission through the Department of State Health Services (DSHS) for maintenance and support services of the Take Charge Texas application. The exhibit establishes key performance measures (KPMs) and associated liquidated damages designed to ensure contractor compliance with service delivery standards. The KPMs cover four primary areas: timely delivery of all DSHS-approved deliverables with a standard of meeting due dates; submission of an updated organizational chart and Key Personnel within ten business days of contract effective date with replacement vacancies filled within ten business days; resolution of Service Requests, Defects, and data fixes in production according to established priority levels; and adherence to specified Service Request resolution timeframes across four incident priority levels. The contract term is three years with two optional one-year renewal periods, with an anticipated effective date of June 2026.
Liquidated damages are structured by KPM to incentivize performance compliance. For deliverable due dates and Key Personnel submissions, the contractor faces $200 per business day in damages, not to exceed $4,000 per month for each KPM. Service Request and Enhancement Quality violations incur $1,000 per defect for unresolved incidents Priority 1 through 3 before scheduled production deployment. Service Request resolution time violations escalate based on incident priority, ranging from $250 per clock hour for Priority 1 incidents to $100 per business day for Priority 4 incidents. All Service Request resolution time liquidated damages are capped at $10,000 per month. Measurement periods are monthly unless otherwise specified, and partial percentage point deviations trigger liquidated damages assessment without requiring full percentage point thresholds to be exceeded.
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Text version
Exhibit K – Key Performance Measures and Liquidated Damages
HHS RFO No. HHS0014612v2
Exhibit K
Key Performance Measures (KPM) and Liquidated Damages
(LD)
RFO No. HHS0014612v2
Exhibit K RFO No. HHS0014612v2 Page 2 of 5
a. For purposes of these KPMs, all measurement periods shall be monthly unless otherwise specified.
b. Additionally, when a liquidated damage (LD) refers to a percentage point, or portion thereof, the "portion thereof" means that a full percentage point deviation is not required to assess the LD. For example:
1. If the standard is 99% and the results achieved are 98.6%, the LD that may be assessed is based on 1% point.
2. If the results achieved are 97.9%, the LD that may be assessed is based on two percentage points (2%).
c. Days are not prorated.
KPM ID Summary Standard Measure Liquidated Damage
KPM-001 Deliverable
Due Dates
The Contractor must meet due dates for all Deliverables. These include all approved DSHS deliverables as described in Exhibit L, Deliverables.
Each Business Day beyond the due date.
$200 per Business Day, not to exceed $4,000 in each month
KPM-002 Key Personnel a. Contractor must submit an updated organizational chart, including designated Key Personnel, within ten
(10) Business Days of the Contract
Effective Date; and
b. Fill any Key Personnel replacement role vacancies within ten (10)
Business Days, unless an alternate due date is approved by DSHS.
Each Business Day beyond the due date.
$200 per Business Day, not to exceed $4,000 in each month
Exhibit K RFO No. HHS0014612v2 Page 3 of 5
KPM-003 Service
Request and
Enhancement
Quality
The Contractor must resolve all Service
Requests (SRs), Defects and data fixes in production according to the Resolution
Times in Table 3 - Priority Levels and
Services Times (see Section 2.4.4.5
(Priority Levels, Services Times)):
Each instance of an identified Incident Priority
1, Incident Priority 2, and
Incident Priority 3 defects not being resolved before the scheduled production deployment.
$1,000 per defect for failure to meet the KPM.
Exhibit K RFO No. HHS0014612v2 Page 4 of 5
KPM-004 SR Resolution
Time
The Contractor must resolve the Service
Requests in accordance with Section
2.4.4.5 (Priority Levels, Service Times), Table 3 - Priority Levels and Services
Times.
a. Incident Priority 1: Each clock hour beyond the
Resolution Time specified in Table 3 -
Priority Levels and
Services Times.
b. Incident Priority 2: Each
Business Day beyond the
Resolution Time specified in Table 3 -
Priority Levels and
Services Times.
c. Incident Priority 3: P3
Each Business Day beyond the Resolution
Time specified in Table 3
- Priority Levels and
Services Times.
d. Incident Priority 4: Each
Business Day beyond the
Resolution Time specified in Table 3 -
Priority Levels and
Services Times.
a. Incident Priority 1: $250 per clock hour beyond the Resolution Time specified in Table 3 -
Priority Levels and
Services Times.
b. Incident Priority 2:
$200 per Business Day beyond the Resolution
Time specified in
Table 3 - Priority
Levels and Services
Times.
c. Incident Priority 3:
$150 per Business Day beyond the Resolution
Time specified in
Table 3 - Priority
Levels and Services
Times.
d. Incident Priority 4:
$100 per Business Day beyond the Resolution
Time specified in
Table 3 - Priority
Levels and Services
Times.
Exhibit K RFO No. HHS0014612v2 Page 5 of 5
Total not to exceed
$10,000 per month.
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