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Service Level Agreement (SLA) Performance Metrics
| SLA * |
| Sample Calculation |
| Expected Target Performance** |
| Frequency of Measure Reporting |
| Acquisition Service |
| [Total time in the |
| 99% |
| Daily/Weekly/Monthly |
| Desk availability (Mon to Fri, 8 am to 8 pm Eastern Time) |
| month (in minutes) – total time service is not available during that month (in minutes)] / Total time in the month |
First Call Resolution Rate (For Tier 1 calls)
| Percentage of the number of calls resolved during the first contact with the caller. |
| 90% through the Acquisition Service Desk system (existing systems have no historical data on this metric) |
| Daily/Weekly/Monthly |
| Tier 2/3 Escalation |
| Calls escalated to Tier 2/3 / Total number of calls handled |
| No more than 10% of total calls handled |
| Daily/Weekly/Monthly |
| Incorrect Escalation **** |
| Number of incorrect escalation / Total number of escalation |
| No more than 5 % of calls incorrectly escalated |
| Daily/Weekly/Monthly |
| Service Level - Phone |
| Phone calls answered within 20 seconds + phone calls abandoned within 20 seconds)/Total calls answered + Total calls abandoned |
| 80% of phone calls responded to within 20 seconds |
| Daily/Weekly/Monthly |
| Response Time – Web Form (Speed of Answer) |
| Total web forms acknowledged, responded to. |
| Ensuring that auto-acknowledgment is sent immediately; ensuring that CSR responds within 1 hour of receipt during normal business hours submissions or 2 hours of the commencement of normal business hours for non-business hours submission |
| Daily/Weekly/Monthly |
| Average Wait Time |
| Average amount of |
| 25 seconds |
| Daily/Weekly/Monthly |
| Web Chat |
| time from when a user starts a web chat until the user is responded to by a CSR. |
| Abandonment Rate |
| A call terminated by the caller prior to being answered; abandoned calls expressed as a percentage of total calls received. |
| For phone less than 5%; for web chat, less than 10% |
| Daily/Weekly/Monthly |
Accuracy and Completeness of Self Service Knowledgebase (Answer Center)
| Number of resources audited evaluated to meet accuracy requirements / Total number of resources audited |
| 98% or better |
| Weekly/Monthly |
| Customer Satisfaction Surveys*** |
| --Automated survey by phone |
--Hyperlinked survey to rate web form service and to rate Answer Center
| 80% for phone survey and for web form and Answer Center |
| Weekly/Monthly |
* Each SLA applies as an aggregate for all systems served by the Service Desk, then identified by the system served and impacted, so that the Government can detect if certain systems have a higher or lower SLA success or violation rate. These SLAs apply to Tier 1 calls and are separately reported by the systems handling Tier2/3 escalations and reporting back resolutions into the Acquisition Service Desk Tracking System.
** Expected Target Performance is measured over a monthly period.
***Customer Satisfaction Survey approach is contingent on GSA securing OMB approval.
**** The Government intends to collect feedback from Tier 2/3 service providers on the escalated calls to determine whether any of the escalated calls are resolvable by the Service Desk contractor. The Contractor shall take prompt action to correct any problems identified by the Government through this process.
GSA Office of Governmentwide Policy