Exhibit P, Managed Services Staff Metrics.pdf

This is a performance metrics exhibit for a managed services contract (RFO No. HHS0017021) with the Texas Health and Human Services Commission (HHSC). The document establishes key performance indicators (KPIs) that managed services staff must meet to ensure compliance with HHSC standards and policies while maintaining service quality and operational effectiveness. The metrics are organized by functional group and include specific performance targets for call center operations across multiple HHSC divisions.

The performance standards specified in the exhibit include an abandonment rate target of 4.75% for all groups, with Average Handle Time (AHT) requirements of 80% of calls completed within 3 minutes for both DFPS and Enterprise groups and 75% of calls within 3 minutes for TIERS. First Call Resolution (FCR) targets vary by group, ranging from greater than 45% for TIERS to greater than 65% for Enterprise and greater than 60% for DFPS. These metrics serve as measurable benchmarks for assessing contractor compliance and performance throughout the contract term.