RFP 240000002678-Schedule C-Service Level Agreements.docx

SCHEDULE C

SERVICE LEVEL AGREEMENTS

Agency/Vendor: TBD

Contract #: TBD – School Psychologists and Special Education Quality Assurance Position

Effective Date: TBD

Metric 1: LEIN

Definition and Purpose

The Contractor/subcontractor’s personnel must be LEIN cleared and received written approval from the MDOC’s Procurement Monitoring and Compliance Division Contract Monitor initially and annually prior to any work with MDOC offenders. The completed LEIN Information Form must be sent to the MDOC-PMCD-FOA-LEINS@michigan.gov and approved by MDOC prior to Contract staff working with MDOC offenders. This is in accordance with Statement of Work, Section 4.8 (Security).

Data Source:

1. Completed/submitted LEIN Information Forms

2. Review of the MDOC-PMCD-FOA-LEINS@michigan.gov mailbox.

3. MDOC Contractor Roster

Methodology:

Comparison of Contractor Staff Roster to LEIN information Forms received/approved. MDOC will review data sources 1-3.

Acceptable Standard:

Receiving all completed LEIN Information Forms for all Contractor staff prior to the start of Contract activities and annually thereafter. The acceptable standard is 100% of LEIN Information Forms approved prior to working with MDOC offenders.

Service Level Credit

The MDOC may assess a $125 credit for each LEIN Information Form not approved for Contractor staff prior to the start of Contract activities and annually thereafter. 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: Invoice Requirements

Definition and Purpose

The Contractor must provide timely and accurate invoices. Invoices must be received by MDOC Program Manager or designee within 10 calendar days following the reporting period. Receipt of invoice is the date MDOC receives a complete and correct invoice that was emailed to the applicable email address provided to awarded Contractor. This is in accordance with Schedule A: Statement of Work, Section 8.1.A.-C.

Data Source:

1. Monthly Invoice.

2. Contractors General Ledger.

Methodology:

The monthly invoice must be submitted timely and accurately by the 10th calendar day following the monthly reporting period. Accuracy will be reviewed monthly, and corrections will be requested as needed. Verification of accuracy may include reviews of offender files, subcontractor invoices, State databases, and other verifications of expenditures.

Acceptable Standard:

The Contractor must provide timely and accurate monthly invoices as required by the State. Each month the State receives untimely and inaccurate monthly invoices it will be considered an occurrence. Inaccurate is defined as any error which would impact accurate invoicing. The acceptable standard is 100% accuracy.

Service Level Credit

A $250 credit to the State will be assessed for each occurrence that fails to meet the Acceptable Standard for timely and accurate monthly invoices. 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: Training

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 as outlined in Schedule A, Statement of Work, Section 1.3 (MDOC Provided Training).

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 Source:

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:

Acceptable standard is 100% compliance.

Service Level Credit:

A credit of $125.00 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 $125.00 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.

Metric 4: Responsiveness to Corrective Action Plan Requests

Definition and Purpose

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 as outlined in Schedule A, Statement of Work, Section 11. (Procurement, Monitoring, and Compliance Division). 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 Source:

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.

Service Level Credit:

A credit of $250.00 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 5: Reoccurring or Unresolved Corrective Action Plan Requests

Definition and Purpose:

The State requires that the Contractor must cure, at no additional cost to the State, any deficiency identified in a Corrective Action Plan Request as outlined in Schedule A, Statement of Work, Section 11. (Procurement, Monitoring, and Compliance Division). The Plan of Action must include a solution that resolves the issue so that it does not reoccur.

Data Source:

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 reoccurring or unresolved contract deficiencies.

Acceptable Standard:

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

Service Level Credit:

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

Occurrence 1 Amount: $250.00 Additional service credits may be assessed for each additional occurrence:

Occurrence 2 Amount: $500.00 Occurrence 3 Amount: $1,000.00 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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