RFP_1100_MTL3006_ATT_12_v1.xlsx

This is an SLA Scorecard document for temporary staffing services provided to the City of Austin's 311 Contact Center and AE Utility (referred to as "AE UCC" in the scorecard). The scorecard establishes performance metrics and evaluation criteria that the staffing contractor must meet on a quarterly basis across both service locations. Key service requirements include fulfilling 100% of staffing requests within four weeks, maintaining an attrition rate not exceeding 18% across combined centers, acknowledging staffing requests within 24 hours or the next business day, and achieving a 95% or greater staffing contract CSR reliability rating. Additional requirements encompass delivering complete pre-assignment packages two business days prior to interviews, ensuring 100% of staffed positions begin on the first day of training, and achieving an 80% completion rate for new hires who fulfill training and complete two weeks of assigned schedule.

The scorecard allocates a maximum of 86 points distributed across 11 performance categories, with higher weights assigned to critical operational metrics including class start compliance (10 points), new hire transition success (10 points), responsiveness to personnel issues (10 points), and invoice accuracy and timeliness (20 points). The contractor must maintain invoicing standards with 95% on-time submission and 95% accuracy of submissions. Reporting requirements include performance credits, monthly attrition reports, monthly summary reports, and monthly personnel attendance reports, collectively worth 10 points. Performance is evaluated quarterly for each site (311 and AE), with specific point allocations earned per site or combined depending on the metric, creating accountability across both service locations.