RFP-260000002520-Schedule D-Service Level Agreements.docx

Schedule D - SERVICE LEVEL AGREEMENTS

Agency/Vendor: TBA

Contract #: TBA

Effective Date: TBA

Metric 1: 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. 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 $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.

Metric 2: 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. 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 $500.00 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 3: LEIN

Definition and Purpose

The Contractor will provide the Law Enforcement Information Network (LEIN) Form to the Michigan Department of Corrections (MDOC) and must ensure staff are LEIN-cleared prior to starting work under the contract.

Data Source:

1) Contractor’s Staff Roster

2) LEIN forms and databases

3) Correspondence with MDOC staff

Methodology:

The MDOC may review data sources 1-3 to ensure timeliness and compliance with contract requirements.

Acceptable Standard:

Contractor staff that will be entering a correctional facility, may be handling or have access to employee records, or provides supervisory services to staff performing these functions, must complete the LEIN Form at the start of the contract and annually thereafter, as directed by the MDOC.

Service Level Credit

A $250.00 credit to the State will be assessed for each occurrence that fails to meet the Acceptable Standard.

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: Invoice Requirements

Definition and Purpose

The Contractor must provide timely and accurate invoices. Invoices must be received by MDOC within 15 calendar days after each monthly invoicing period. Receipt of invoice is the date MDOC receives a complete and accurate invoice.

Data Source:

1. Monthly Invoice.

2. Contractors General Ledger.

Methodology:

The monthly invoice must be submitted timely and accurate by the 15th 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 $500 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 5: Referral Requirements

Definition and Purpose

The Contractor must follow the process provided by the MDOC for declining a referral. The contractor must also fulfill all accepted transportation requests in a timely manner. If the contractor fails to follow the process, is late, or no shows a coordinated transportation referral they will be subject to a credit.

Data Source:

1. Correspondence with MDOC Staff or the Contractor.

Methodology:

Review Data Source 1 as needed to confirm denied referrals, late pickups and no shows.

Acceptable Standard:

The acceptable standard is 100% of the time, the contractor must follow the process for denying a referral and picking up timely of all coordinated transportation referrals.

Service Level Credit

The cost of the credit will be equal to the cost outlined in the contract for each specific transportation referral that violates this standard.

For example, if the coordinated transportation referral would cost $100 and the contractor no shows, the credit in this instance would be $100.

image1.png image2.png image3.png image4.png