RFP 240000000523

Schedule C – Service Level Agreements Metric 1: Responsiveness to Corrective Action Plan Requests

Definition and Purpose:

Per Section 11 of the Contract the State requires that the contractor must confirm receipt and submit their plan of action in response to any Corrective Action Plan Request within the timeframe outlined in the request. If the MDOC Contract Manager or Contract Monitor provides a written pre-approval of an alternate submission date, the Service Credit may not apply.

Data Sources:

1. Corrective Action Plan Request.

2. Corrective Action Plan confirmation of receipt.

3. Corrective Action Plan response/plan of action.

4. Written pre-approval of an alternative submission date.

5. Internal MDOC correspondence with Program Area staff.

6. Additional correspondence with Contractor.

Methodology:

Reconcile and review Data Sources 1-6 as needed.

Acceptable Standard:

The Acceptable Standard is 100% compliance.

Amount for Failing to Meet Service Level Agreement:

A credit of $100 per day may be assessed for each business day that the Contractor fails to submit their plan of action by the deadline stated in the Corrective Action Plan Request.

Extenuating circumstances will be reviewed by the MDOC Contract Manager before any Service Credits are assessed. At the discretion of the State, these credits may be applied toward any payable due to the Contractor or be payable directly to the State of Michigan. Payments made directly to the State of Michigan shall be completed within 10 calendar days upon demand.

Metric 2: Recurring or Unresolved Corrective Action Plan Requests

Definition and Purpose:

Per Section 11 of the Contract the State requires that the Contractor must cure, at no additional cost to the State, any deficiency identified in a Corrective Action Plan Request. The Plan of Action must include a solution that resolves the issue so that it does not reoccur.

Data Sources:

1. Corrective Action Plan Request.

2. Corrective Action Plan Response/Plan of Action.

3. Corrective Action Plan Implementation Documentation.

4. Documentation of non-compliant contract activities.

5. Notification to the Contractor of non-compliant contract activities.

6. Internal MDOC correspondence with Program Area staff.

7. Additional correspondence with Contractor.

Methodology:

Reconcile and review Data Sources 1-7 to determine if there are recurring or unresolved contract deficiencies.

Acceptable Standard:

The Acceptable Standard is 100% compliance. Recurring or unresolved contract deficiencies are unacceptable.

Amount for Failing to Meet Service Level Agreement:

The following credits per occurrence will be assessed for any identified contract deficiency addressed in a Corrective Action Plan that is recurring or unresolved.

Occurrence 1 $500 Additional service credits may be assessed for each additional occurrence:

Occurrence 2 $1,000 Occurrence 3 $1,500 Extenuating circumstances will be reviewed by the MDOC Contract Manager before any Service Credits are assessed. At the discretion of the State, these credits may be applied toward any payable due to the Contractor or be payable directly to the State of Michigan. Payments made directly to the State of Michigan shall be completed within 10 calendar days upon demand.

Metric 3: Contractor Training Completion

Definition and Purpose:

Contracted staff and/or subcontractor staff (as applicable) must complete MDOC-required training prior to entering MDOC facilities and/or working on any contract deliverables per section 1.3 of the Contract.

MDOC-provided training must be completed each training year (defined as October 1st through September 30th). The annual deadline for training completion is September 30th.

Data Sources:

1. MDOC MI-TRAIN web site training data.

2. Other forms of training documentation (electronic or hard copies).

3. Contractor organizational chart.

4. MDOC Contractor Roster.

5. Correspondence with MDOC Staff or the Contractor.

Methodology:

MDOC will conduct an annual audit of Data Sources 1-5.

Acceptable Standard:

The Acceptable Standard is 100% compliance.

Amount for Failing to Meet Service Level Agreement:

A credit of $250.00 will be assessed per finding for each contractor staff and/or subcontractor staff who do not complete MDOC-required training by the deadline.

If over 30% of contractor staff and/or subcontractor staff do not complete MDOC-required training by the deadline, an additional $500.00 will be assessed.

Extenuating circumstances will be reviewed by the MDOC Contract Manager before any Service Credits are assessed. At the discretion of the State, these credits may be applied toward any payable due to the Contractor or be payable directly to the State of Michigan. Payments made directly to the State of Michigan shall be completed within 10 calendar days upon demand.

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