Exhibit N, Key Performance Measures.pdf

RFP No. HHS0016867 Exhibit N

Exhibit N, Key Performance Measures (KPM)

RFP No. HHS0016867

HHSC will monitor the Contractor's performance and all Contract requirements, which are subject to HHSC's performance evaluation.

For any obligation with a Key Performance Measure (KPM), the KPM will gauge the Contractor’s commitment to performance, willingness to stand behind its Services during the Contract Term, and confidence in its ability to perform.

Each KPM below identifies the KPMs used to evaluate the Contractor’s delivery of the required Services. HHSC will manage the Contractor’s Services by monitoring and measuring performance of the SOW (Exhibit J, Enrollment Broker Scope of Work). KPMs are defined with performance standards, measurement periods, application criteria, and Liquidated Damages. These performance requirements and associated Liquidated Damages are intended as reasonable estimates of damages resulting from the Contractor’s non-performance, including delays.

HHSC may assess Liquidated Damages as set forth below. Liquidated Damages will not be assessed if HHSC determines that the Contractor is not responsible for the delay or failure of the applicable KPM. In determining whether to assess Liquidated Damages, HHSC may consider the quality of the root cause corrective action and how promptly the Contractor remediates the impacts of the KPM failure.

The Contractor agrees that (1) the Liquidated Damages and any amounts assessed in connection therewith are neither a penalty nor a forfeiture, and (2) the amount of Liquidated Damages is a reasonable forecast of just compensation. HHSC is not required to provide the Contractor with notice and opportunity to resolve issues prior to HHSC’s assessment of Liquidated Damages. All Liquidated Damages specified below are additive (e.g., if call center metrics indicate that abandoned calls exceed the KPM quality standard, then Liquidated Damages may be assessed).

For purposes of these KPMs, when a Liquidated Damage refers to a percentage point, or portion thereof, the "portion thereof" means that a full percentage point deviation is not required to assess the Liquidated Damage. For example, if the standard is 99% and the results achieved are 98.6%, the Liquidated Damage that may be assessed is based on 1%. If the results achieved are 97.9%, the liquidated damage that may be assessed is based on two (2) percentage points. This concept extends to other measurements (e.g., minutes). If a Liquidated Damage is measured by Calendar Day or Business Day, the Liquidated Damage may be calculated for each intervening day from the assessment to cure regardless of when the next frequency is for the Deliverable or performance standard (e.g. a report that is due every Monday is subject to Liquidated Damages for Tuesday, Wednesday, etc. and not measured against the following Monday only).

For any KPM that has a Deliverable with a due date that falls on a weekend or holiday, such Deliverable will be submitted on the Business Day immediately following the weekend or holiday.

KPM # Performance Standard Associated Requirement or Deliverable Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBSEC - 1001 Security Incident Notification: The Contractor shall notify HHSC upon discovery of any security incident no later than timeframes in Exhibit D, Data Use Agreement

(DUA).

Exhibit J, Enrollment Broker Scope of Work, EBSEC -0016

Per Security Incident

Contractor fails to notify HHSC within specified timeframe.

$2,500 per security incident per Calendar Day for failure to notify HHSC no later than the time period described in Exhibit D, Data Use Agreement

(DUA).

EBSEC - 1002 Security Incident Response The Contractor shall provide a Corrective Action Plan (CAP) to address a security incident and provide the written report and assessment within timeframe specified after Discovery, or as defined in Exhibit D, Data Use Agreement (DUA).

Exhibit J, Enrollment Broker Scope of Work, EBSEC-0017

Per Security Incident

Contractor fails to provide a CAP, written report, and assessment within specified timeframe.

$2,500 per security incident per Calendar Day for failure to provide a CAP, written report, and assessment within the specified timeframe.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBEFD - 1001 Audit Cooperation and Support: Submit requested audit materials in support for financial audits or reviews of contract billings within timeframes established, in compliance with the requirements of Section 2.9

Exhibit J, Enrollment Broker Scope of Work, All Requirements in Section 2.9 Enrollment Broker Financial Services

Per Contract Year audited

Contractor fails to comply with the specified requirements.

$2,500 per Calendar Day for any delay in meeting the deadlines for furnishing all necessary supporting audit documentation.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBEFD - 1002 Payment Processing Cost Sharing Accuracy: Achieve no less than 100% accuracy by client type for determinations of cost share amounts for CHIP Eligible Clients of the total number of active cost sharing cases processed for the month.

Exhibit J, Enrollment Broker Scope of Work, Section 2.9.2, Cost Sharing Collections

Monthly Contractor fails to determine with 100% accuracy cost share amounts for CHIP Eligible clients.

$500 for each percentage point below the target if 98% to 99.9% of eligible clients are accurately identified.

$1,000 for each percentage point below 98% if 95% to 97.9% of eligible clients are accurately identified.

$5,000 for each percentage point below 95% of eligible clients are accurately identified.

EBPRM -

Submission of Deliverables Timeliness: Submit Deliverables in Exhibit M, Deliverables by the due date or no later than the date in HHSC’s written approval of an extension.

Exhibit J, Enrollment Broker Scope of Work, Section 2.6.2 Deliverables and Work Products

Per Deliverable

Contractor fails to submit Deliverables within the specified timeframe.

$500 if submitted for the first Business Day after the due date as defined in Exhibit M for each Deliverable.

$1,000 for the second business day after the due date as defined in Exhibit M for each Deliverable.

$2,500 for each business day after the second business day after the due date as defined in Exhibit M for each Deliverable.

EBSYR -

System Availability:

Maintain 99% uptime for each individual Enrollment

Exhibit J, Enrollment Broker Scope of Work, EBSYR – 0009

Monthly Contractor fails to minimum specified

$10,000 for each percentage point, or

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

Broker system, as defined and approved by HHSC based on established priority levels.

uptime for each Enrollment Broker System.

portion thereof, below the 99% performance standard.

EBSYR -

Transition Completion:

Must complete all transition tasks in the HHSC-approved transition work plan and be operational no later than Operational Start Date.

Exhibit J, Enrollment Broker Scope of Work, Section 2.5 Transition Phase Requirements

Daily after the Operational Start Date

Contractor fails to complete all tasks in the

HHSC-

approved transition work plan and is not operational on the Operational Start Date

$50,000 per Business Day the performance standard is not met after the Operational Start Date

EBSYR -

Transition Readiness:

Timely and successfully complete the readiness review no later than forty-five (45) Calendar Days prior to the Operational Start Date.

Exhibit J, Enrollment Broker Scope of Work, Section 2.5 Transition Phase Requirements

Daily Contractor fails to complete the operational and systems readiness review within the specified timeframe.

$10,000 per Business Day for failure to meet the completion of readiness review by the specified timeframe

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBREQ -

Official Correspondence State Action Request (SAR) Timeliness:

Submit complete and accurate responses to all State Action Request (SAR) memos no later than the response due date specified in the request or no later than the date in HHSC’s written approval of an extension.

Exhibit J, Enrollment Broker Scope of Work, EBREQ-0002

Per SAR response

Contractor fails to submit a response to the State Action Request within the specified timeframe.

$250 if submitted for the first business day after the due date;

$500 for the second business day after the due date;

$1,000 for each business day after the second business day after the due date.

EBREQ -

System Major Outage Report Timeliness: Notify HHSC through an agreed upon method, of any Major Outage of a system no more than fifteen (15) minutes after the Enrollment Broker discovers the outage.

Exhibit J, Enrollment Broker Scope of Work, EBREQ-0009

Per outage Contractor fails to notify HHSC of any Major System Outage within specified timeframe of discovery.

$250 for each minute, or portion thereof, for reporting beyond 15 minutes of the discovery.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBREQ -

System Major Outage Root Cause Analysis (RCA) and Corrective Action Plan (CAP): Submit an Incident Report via the HHSC-approved official correspondence process of system outages within twenty-four (24) clock hours.

Exhibit J, Enrollment Broker Scope of Work, EBREQ-0010

Each Incident Contractor fails to submit an incident report using the specified methods within the specified timeframe.

$1,000 per hour beyond 24 clock hours that the RCA and CAP are not delivered.

EBDWP -

Change Requests Response Timeliness: Respond to SARs within specified timeframes, in a format acceptable to HHSC with cost details and schedule impacts of implementing the requested change.

Exhibit J, Enrollment Broker Scope of Work, All Requirements in Section

2.6.2 Deliverables and Work

Products

Monthly Contractor fails to respond to change requests within specified timeframe.

$500 for each Business Day a response to the change request is not received after the due date of the change request.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBFND -

Payment Processing Deposits for MBI and MBIC Premium Payments - Resolution Timeliness:

Correctly deposit 100% of premiums made by MBI and MBIC Eligible Clients not later than the next business day after premiums are received by the Enrollment Broker. Misrouted enrollment fees qualify as an incorrect deposit.

Exhibit J, Enrollment Broker Scope of Work, EBFND-0017

Monthly Contractor fails to process with 100% accuracy deposits of premiums made by MBI and MBIC Eligible Clients by the business day after receipt.

$500 for each percentage point below 100% if the accuracy rate is 98-99%.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBFND -

Payment Processing - Cost Sharing Refund Timeliness:

Issue 99% of refunds by client type for CHIP, MBI, and MBIC Eligible Clients within seven (7) Business Days of funds deposited and cleared.

Exhibit J, Enrollment Broker Scope of Work, All Requirements in Section

2.9.3 Co-Pay Refund

Payments

Monthly Contractor fails to Issue 99% of refunds by client type for CHIP, MBI, and MBIC Eligible Clients within seven (7) Business Days of funds deposited and cleared.

$500 for each percentage point under 99% if the percentage of timely refunds is 97- 98.9%.

$1,000 for each percentage point under 97% if the percentage of timely refunds is between 95% and 96%.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBFND -

Payment Processing Deposits Enrollment Fees - CHIP Resolution Timeliness: Correctly deposit 100% of all enrollment fees made by CHIP Eligible Clients not later than the next business day after fees are received by the Enrollment Broker, Misrouted enrollment fees qualify as an incorrect deposit.

Exhibit J, Enrollment Broker Scope of Work, All Requirements in Section

2.9.2 Cost Sharing

Collections

Monthly Contractor fails to process with 100% accuracy enrollment fee deposits made by CHIP Eligible Clients by the next business day.

$500 for each percentage point below 100% if the accuracy rate is between 98- 99.9%.

$1,000 for each percentage point below 98% if the accuracy rate is 95-97.9%.

$5,000 for each percentage point below 95% if the below 95%.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBFND -

Payment Processing Deposits for MBI and MBIC Premium Payments - Resolution Timeliness:

Correctly deposit 100% of premiums made by MBI and MBIC Eligible Clients not later than the next business day after premiums are received by the Enrollment Broker. Misrouted enrollment fees qualify as an incorrect deposit.

Exhibit J, Enrollment Broker Scope of Work, EBFND-0017

Monthly Contractor fails to process with 100% accuracy deposits of premiums made by MBI and MBIC Eligible Clients by the business day after receipt.

$500 for each percentage point below 100% if the accuracy rate is 98-99%.

$1,000 for each percentage point below 98% if the accuracy rate is 95-97%.

$5,000 for each percentage point below 95% if the below 95%.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBFND -

Online Payment Processing

- CHIP Enrollment Fee Timeliness: Document in the Enrollment Broker’s records all enrollment fees made by CHIP Eligible Clients not later than the next business day after fee is received by the Enrollment Broker.

Exhibit J, Enrollment Broker Scope of Work, EBFND-0018.

Per enrollment fee received

Contractor fails to document all enrollment fees made by CHIP Eligible Clients in the Enrollment Broker’s records by the next business day after receipt.

$5,000 for each file of CHIP Eligible Client fees not processed by the next business day after fee is received on the file.

EBFND -

Payment Processing - Enrollment Fee Refund Accuracy: Determine correct refund amounts for all families with CHIP, MBI, and MBIC Eligible Clients that are owed refunds for enrollment fee/premium payments for the month with 100% accuracy as measured against HHSC approved criteria in the Quality Assurance Plan.

Exhibit J, Enrollment Broker Scope of Work, EBFND-0027

Monthly Contractor fails to determine with 100% accuracy correct refund amounts for all specified program clients.

$1,000 for each percentage point under 100% if the percentage of timely refunds is 98- 99.9%.

$5,000 for each percentage point below 98% if the below 98%.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBFND -

Cost Share Report – CHIP Timeliness: Reconcile and report the following items by the 15th calendar day of the following month.

a) HCFA Premiums Received by Health Plans

b) Non-sufficient Funds Report

c) Lockbox Report

d) End of Month Summary Accounts Receivable

e) Lockbox to HCFA Reconciliation

f) Refunds Report

g) Dis-enrollment for Nonpayment Report

Exhibit J, Enrollment Broker Scope of Work, EBFND-0047

Monthly Contractor fails to reconcile, and report specified items by the 15th Calendar Day of the following month.

$1,000 if submitted the first business day after the due date;

$2,500 for the second business day after the due date;

$5,000 for each business day after the second business day after the due date.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBFND -

Cost Share Report – Medicaid Buy-In (MBI) Timeliness: Reconcile and report the following items by the 15th Calendar Day following the reporting month.

a) MBI Receipt Details Report

b) MBI NSF Report

c) MBI Reconciliation Report

d) MBI End of Month Summary Accounts Receivable

e) MBI Refunds Report

Exhibit J, Enrollment Broker Scope of Work, EBFND-0047

Monthly Contractor fails to reconcile and report specified items by the 15th Calendar Day of the following month.

$1,000 if submitted the first business day after the due date;

$2,500 for the second business day after the due date;

$5,000 for each business day after the second business day

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBFND -

Cost Share Report – Medicaid Buy-In for Children (MBIC) Timeliness: Reconcile and report the following items by the 15th Calendar Day following the reporting month.

a) MBIC Receipt Details Report

b) MBIC NSF Report

c) MBIC Reconciliation Report

d) MBIC End of Month Summary Accounts Receivable

e) MBIC Refunds Report

Exhibit J, Enrollment Broker Scope of Work, EBFND-0047

Monthly Contractor fails to reconcile, and report specified items by the 15th Calendar Day of the following month.

$1,000 if submitted the first business day after the due date;

$2,500 for the second business day after the due date;

$5,000 for each business day after the second business day

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBFWA -

Referrals - Suspected Fraud, Waste, or Abuse:

Refer all cases of suspected Fraud, Abuse, or Waste it identifies to HHSC within 24 hours after Enrollment Broker discovers the suspected Fraud, Abuse, or Waste.

Exhibit J, Enrollment Broker Scope of Work all Requirements in Section

2.6.5 Fraud, Waste, and

Abuse

Per occurrence

Contractor fails to refer suspected cases of Fraud, Waste and Abuse to HHSC within 24 hours of discovery.

$1,000 for the first occurrence of failure to meet the performance standard.

$5,000 for each additional occurrence of failure to meet the performance standard.

EBCMP -

Privacy Incident Escalation: The Contractor must report privacy incidents to the HHSC Office of Chief Counsel (OCC) in accordance with Exhibit D, Data Use Agreement (DUA).

Exhibit J, Enrollment Broker Scope of Work, EBCMP-0001

Each privacy incident

Contractor fails to report privacy incident within the specified timeframe.

$5000 per business day after one (1) Business Day that the report is not received.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBENR -

Enrollment Processing Timeliness: Enroll 100% of Eligible Clients for the Managed Care programs within the timeframe requirements and Business Rules specified by HHSC.

Exhibit J, Enrollment Broker Scope of Work, EBENR-0021

Monthly Contractor fails to enroll 100% of eligible clients within the specified timeframes.

$1000 if 99% - 99.9% of clients are enrolled timely.

$2500 for each percentage point below 99% if 97- 98.9% of clients are enrolled timely.

$10,000 for each percentage point below 97% if 95- 96.9% of clients are enrolled timely.

$25,000 for each percentage point below 95% of clients are enrolled timely.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBTHS - 1001 Provider Outreach Referrals Timeliness: For 100% of health care provider requests for outreach or assistance in rescheduling appointments, complete the outreach task within ten (10) Business Days from the receipt of the referral.

Exhibit J, Enrollment Broker Scope of Work, EBTHS-0041

Each Occurrence

Contractor fails to complete 100% health care provider requests for outreach or rescheduling assistance.

$1,000 for each Business Day the provider outreach referral is not completed after the specified timeframe.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBTHS - 1002 THSteps Welcome Letters Timeliness: 100 percent of THSteps Welcome Letters will be printed for mailing and delivered to a United States Postal Office four (4) Business Days from receipt of the eligibility file.

Exhibit J, Enrollment Broker Scope of Work, EBTHS - 0057

Per Letter Contractor fails to print and deliver with 100% accuracy all THSteps Welcome Letters within

(4) Business Days from receipt of the eligibility file.

$5 per letter if 1-250 letters are not provided timely to the client.

$10 per letter above 250 if 251-500 letters are not provided timely to the client.

$50 per letter above 500 if 501 - or more letters are not provided timely to the client.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBMAI -

Electronic Correspondence:

100 percent of client materials, including THSteps correspondence, will be made available to clients in the EB SSP within twenty-four (24) hours from receipt of the applicable eligibility file.

Exhibit J, Enrollment Broker Scope of Work, EBMAI - 0004

Per Letter Contractor fails to make available in EB SSP with 100% accuracy all client materials within specified timeframe.

If 1-250 letters are not provided timely to the client, $5 per letter;

If 251-500 letters are not provided timely to the client, $10 per letter above 250;

If 501 - or more letters are not provided timely to the client, $50 per letter above 500.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBMAI -

Enrollment Packet Accuracy Deliver 100% of enrollment packets by Managed Care Program for Eligible Clients to a United States Postal Office no later than four (4) Business Days after receipt of the eligibility file.

Exhibit J, Enrollment Broker Scope of Work, EBMAI-0008

Monthly Contractor fails to deliver 100% of enrollment packets to a US Postal Office within the specified timeframe after receipt of the eligibility file

$2,500 for each percentage point below the target if 98% to 99.9% of packets sent timely.

$10,000 for each percentage point below the target if 95% to 97.9% of packets sent timely.

$25,000 for each percentage point below the target if less than 95% of packets sent timely, EBMAI -

Enrollment Reminder Letter Timeliness: Generate enrollment packet reminder letters for CHIP Eligible Clients as specified by the timeliness requirements for CHIP program correspondence outlined in the Texas Enrollment Broker Outreach and Informing Policies, Procedures, and Business Rules.

Exhibit J, Enrollment Broker Scope of Work, EBMAI-0010

Monthly Contractor fails to deliver reminder letters within the specified timeframes.

$5 per letter if 1-100 letters are not provided timely.

$50 per letter above 100 letters if 101- 250 letters are not provided timely to the client.

$100 per letter above 250 letters if 251 – 500 letters are not provided timely to the client.

$500 per letter above 500 letters if more than 500 letters are not

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBMAI -

Outbound Mail Timeliness:

95% percent of outbound mail will be printed for mailing and delivered to a United States Postal Office four (4) Business Days from receipt of the eligibility file.

Exhibit J, Enrollment Broker Scope of Work, EBMAI-0040

Per Letter Contractor fails to print and deliver with 95% accuracy all outbound mail within (4) Business Days from receipt of the eligibility file.

$5 per letter if 1-250 letters are not provided timely to the client.

$10 per letter above 250 if 251-500 letters are not provided timely to the client.

$50 per letter above 500 if 501 - or more letters are not

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBCCO -

Client Call Handling Abandonment Rate:

Maintain a monthly Abandonment (AB) Rate of 10% or below for each of three (3) rolled up queues:

CHIP combined, Texas Health Steps combined, and EB combined. A call is defined as abandoned when the caller disconnects prior to the call being answered by a call center agent, excluding those that occur within the first 20 seconds.

Exhibit J, Enrollment Broker Scope of Work, All Requirements in Section

2.6.11 Call Center

Operations

Monthly Contractor fails to maintain an abandonment rate below 10% for specified queues per month.

$500 for each percentage point above the 10% threshold if a queue's AB rate is between 10%-12%.

$1,000 for each percentage point above the 12% threshold if a queue's AB rate is between 13 - 15%.

$2,500 for each percentage point above the 15% threshold if a queue's AB rate is above 15%.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBCCO -

Client Call Handing - Average Speed to Answer:

Maintain a monthly average speed to answer (ASA) of 140 seconds or below for each of three (3) rolled up queues: CHIP combined, Texas Health Steps combined, and EB combined.

The average speed of answer is measured by the time a caller spends in queue before being answered by a "live" person.

Exhibit J, Enrollment Broker Scope of Work, All Requirements in Section

2.6.11 Call Center

Operations

Monthly Contractor fails to maintain an average speed below 140 seconds to answer for the specified queues within the specified timeframes.

$250 for each queue not meeting the standard if a queue's ASA is between 140 - 169 seconds.

$1,000 for each queue not meeting the standard if a queue's ASA is between 170 - 199 seconds.

$2,500 for each queue not meeting the standard if a queue's ASA is 200 seconds or more.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBCCO -

Client Call Handling - Language Access Plan Compliance:

In 98% of calls, Enrollment Broker must comply with HHSC established standards, methods and procedures as stipulated in the Language Access Plan including but not limited to the following:

a) Identifying persons who need language assistance

b) Informing persons with limited English proficiency of the language services available to them; and

c) Informing persons with limited English proficiency how to obtain the language services available to them.

Exhibit J, Enrollment Broker Scope of Work, All Requirements in Section

2.6.11 Call Center

Operations

Audit Monthly and report Quarterly

Contractor fails to comply with specified HHSC standards, methods, and procedures.

$2,000 for each percentage point below 98% if the language access rate is 95-97%.

$5,000 for each percentage point below 95% if the language access rate is 92-94%.

$10,000 for each percentage point below 92% if the language access rate is below 92%.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBCCO -

Client Call Handling Accuracy: Maintain a minimum of 96% accuracy for handling client calls measured against HHSC-approved criteria in the Quality Assurance Plan.

Exhibit J, Enrollment Broker Scope of Work, All Requirements in Section

2.6.11 Call Center

Operations

Monthly Contractor fails to minimum accuracy for handling client calls.

$10,000 for each percentage point below 96% if the client call accuracy rate is below 96% - 92%.

$25,000 for each percentage point below 92% if the client call accuracy rate is below 92%.

Audit monthly but reported quarterly.

EBOPS - 1001 Maintenance Ticket Resolution: The Contractor must resolve maintenance SRs within the resolution time requirements by Severity Level.

Exhibit J, Enrollment Broker Scope of Work, EBOPS-0003

Per service request

Contractor fails to resolve SRs within specified timeframe per Severity Level.

$1,000 per clock hour beyond four (4) clock hours for Severity Level 1 maintenance SRs completed from the time the maintenance SR is assigned to the Contractor;

$600 per clock hour beyond thirty-six (36) hours for Severity Level 2 maintenance SRs completed from the time the maintenance SR is assigned to the Contractor;

$500 per Calendar Day beyond twenty

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

(20) Calendar Days for Severity Level 3 maintenance SRs completed from the time the maintenance SR is assigned to the Contractor

EBOPS - 1002 Triage Maintenance Tickets: The Contractor must complete analysis and triage of SRs no later than two (2) Business Days from receipt of the SR.

Exhibit J, Enrollment Broker Scope of Work, EBOPS-0004

Per SR Contractor fails to analyze and triage SRs within two (2) Business Days of receipt.

$100 per SR for failure to make the assignment of the maintenance SR no later than two (2) Business Days from the maintenance SR receipt.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBOPS - 1003 Change Management Adherence: Adhere to the requirements of the Enrollment Broker Change Management Plan as approved by HHSC for all changes that may have an impact on the production environment.

Exhibit J, Enrollment Broker Scope of Work, EBOPS-0023

Each Incident Contractor fails to adhere to requirements of the specified plan.

$5,000 for each incident that does not follow the defined procedures outlined in the Change Management Plan.

EBOPS - 1004 Batch Performance: The Contractor must complete batch jobs within the batch window in accordance with the HHSC batch operation service process.

Exhibit J, Enrollment Broker Scope of Work, EBOPS-0026

Per batch Contractor fails to complete batch jobs

$5,000 for each Calendar Day that batch processing is not completed in accordance with the completion criteria.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBOPS - 1005 System Documentation – Accuracy of Hardware and Software Counts: The Contractor must provide documentation reflecting accurate hardware counts, storage, and software needs.

Exhibit J, Enrollment Broker Scope of Work, EBOPS-0032

Monthly and with each procurement request

Contractor fails to provide accurate hardware, storage, and software documentation.

$10,000 per percentage point above five percent (5%), per submission of documentation for hardware or software needs when the actual needs exceed 5% of the documented request.

EBOPS - 1006 Batch Failures: The Contractor must respond to batch job failures no later than fifteen (15) minutes after automated notification of a failure.

Exhibit J, Enrollment Broker Scope of Work, EBOPS-0033

Per batch failure

Contractor fails to respond within the established timeframe.

$100 for each minute beyond fifteen (15) minute response time.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBOPS - 1007 Automated Interface Data Integrity: Enrollment Broker must ensure that no less than 99.5% of the data that passes through interfaces to and from the Enrollment Broker’s system is free from corruption or degradation in quality.

Exhibit J, Enrollment Broker Scope of Work, EBOPS-0036

Monthly Contractor fails to process and deliver 99.5% corruption and degradation-free interface data.

$5,000 for each percentage point, or portion thereof, below the 99.5% performance standard.

EBOPS - 1008 Interface Transaction Accuracy and Timeliness:

Process and deliver 100% of the interface transactions for critical files listed in per the HHSC-approved Interface Control Document (ICD) including meeting the transaction schedules and frequencies.

Exhibit J, Enrollment Broker Scope of Work, EBOPS-0037 and EBOPS-

As specified in the JIP

Contractor fails to process and deliver 100% of interface transactions for critical files as listed in the

HHSC-

approved ICD.

$5,000 for failure to process and deliver the performance standard for any interface transaction.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBDDC -

Automated Interface Data Integrity Mitigation:

Enrollment Broker must repair, remedy, mitigate, modify, or correct all data that has been corrupted or degraded within one (1) Calendar Day of discovery or by an extended date agreed to by the Parties in writing.

Exhibit J, Enrollment Broker Scope of Work, EBDDC-0034

Daily Contractor fails to repair, remedy, mitigate, modify, or correct all corrupted data within specified timeframe.

$5,000 per day for each Calendar Day or portion thereof beyond one Calendar Day that the repairs, remedies, mitigation, modification, or correction have not been completed.

EBDDC -

System Documentation – Data Dictionary: The Contractor must provide an updated data dictionary no later than ten (10) Business Days of any production release.

Exhibit J, Enrollment Broker Scope of Work, EBDDC-0036

Per release Contractor fails to provide updated data dictionary within specified timeframe.

$100 per Business Day after the tenth (10th) Business Day in which the data dictionary does not match current functionality.

Measurement Period

Liquidated Damage Application Criteria

Liquidated Damage

EBATS - 1001 Database Updates and Database System Updates Processing Timeliness:

Perform all database updates and database system updates processing in accordance with HHSC-approved production schedules and standards for cut-off deadline.

Enrollment Broker must maintain a schedule that provides for daily, weekly, and monthly processing.

Enrollment Broker must also provide for processing during holidays, releases, exception handling, and cutoff processing.

Exhibit J, Enrollment Broker Scope of Work, EBATS-0005

Monthly Contractor performs database and database system updates outside of the HHSC-approved production schedules and cut-off deadlines.

$5,000 each occurrence of failure to meet each schedule and/or standards.