RFR Exhibit C - Key Performance Indicators and Service Level Agreements~2.xlsx
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- Solicitation number
- BD-25-1175-1175C-1175L-127564
- Issued by
- Massachusetts
About this file
This is a Service Level Agreements (SLA) and Key Performance Indicators (KPI) exhibit from the Massachusetts Health Connector's Request for Proposal regarding culturally and linguistically appropriate support for readability and usability services. The document establishes performance standards and service level requirements effective from the operational start date. The SLAs cover seven categories of services: English language readability (SLA 1), written translation in Spanish, Brazilian Portuguese, Haitian Creole, Mandarin Chinese, and Vietnamese (SLA 2), written translation in Cape Verdean Creole, Cantonese Chinese, European Portuguese, Russian, Arabic, French, Cambodian/Khmer, Korean, Hindi, Greek, Somali, Italian, and Polish (SLA 3), written translation in all other languages not listed above (SLA 4), modifications and accessibility updates to previously translated materials (SLA 5), quality assurance (SLA 6), and privacy violations (SLA 7). Turnaround times for translation services vary by language tier and document length, ranging from one-half day to eight business days for standard turnaround and one day to seven business days for expedited turnaround, with documents categorized by word count from 150 words or less to 5,001-10,000 words.
SLA credits are assessed monthly against the total amount billed for the month in which performance standards are missed. Most SLAs incur penalties of either 5% or 10% per day per SLA missed, depending on the service category and language tier. The Quality Assurance SLA requires the contractor to achieve a monthly QA score exceeding 90% based on an agreed scorecard methodology covering 20% of requirements and user stories, with penalties of 5% to 10% per day for non-compliance. Privacy violations are treated as separate events with specific monetary penalties of $1,000 per event plus $50 per affected customer for Tier 1 violations involving reasonable diligence failures. The Health Connector reserves the right to request root cause analysis and corrective action plans during periodic account performance reviews, and SLA credits are in addition to all other remedies available under the contract.
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SLAs
| RFR EXHIBIT C - SLAs AND KPIs |
| Measurement of SLAs effective first day of Operational Start Date |
For all SLAs listed below, the Health Connector reserves the right to request root cause analysis and corrective action plan(s) as part of periodic account performance reviews. SLA credits are applied to the total amount of the monthly invoice for the month in which the SLA was missed and are in addition to and not a replacement for all other remedies available to the Health Connector under the contract.
SLA # SLA Definition Performance Standard - Standard Turnaround Performance Standard - Expedited Turnaround Frequency % SLA Credit
| 1 | Language: English (readability only) | Number of words per job*: | Standard turnaround time (# of Business Days) | Expedited turnaround time (# of Business Days) | Monthly | |
| A. 150 words or less | A. One (1) | A. Half (1/2) day | 5% per day per SLA missed assessed on total amount billed for month in which SLA was missed | |||
| B. 151 - 500 words | B. One (1) | B. Half (1/2) day | ||||
| C. 501 - 1,000 words | C. Two (2) | C. One (1) | 10% per day per SLA missed assessed on total amount billed for month in which SLA was missed | |||
| D. 1,001 - 5,000 words | D. Three (3) | D. Two (2) | ||||
| E. 5,001 - 10,000 words | E. Five (5) | E. Three (3) |
| 2 | Written Translation: Spanish, | Number of words per job: | Standard turnaround time (# of Business Days) | Expedited turnaround time (# of Business Days) | Monthly | |
| Brazilian Portuguese, Haitian Creole, | A. 150 words or less | A. Two (2) | A. One (1) | 5% per day per SLA missed assessed on total amount billed for month in which SLA was missed | ||
| Chinese - Mandarin, Vietnamese | B. 151 - 500 words | B. Two (2) | B. One (1) | |||
| C. 501 - 1,000 words | D. Three (3) | C. Two (2) | 10% per day per SLA missed assessed on total amount billed for month in which SLA was missed | |||
| D. 1,001 - 5,000 words | E. Four (4) | D. Three (3) | ||||
| E. 5,001 - 10,000 words | F. Six (6) | E. Five (5) |
| 3 | Written Translation: Cape Verdean Creole, | Number of words per job: | Standard turnaround time (# of Business Days) | Expedited turnaround time (# of Business Days) | Monthly | |
| Chinese - Cantonese, European Portuguese, | A. 150 words or less | A. Three (3) | A. Two (2) | 5% per day per SLA missed assessed on total amount billed for month in which SLA was missed | ||
| Russian, Arabic, French, Cambodian/Khmer, | B. 151 - 500 words | B. Three (3) | B. Two (2) | |||
| Korean, Hindi, Greek, Somali, Italian, Polish | C. 501 - 1,000 words | D. Four (4) | D. Three (3) | 10% per day per SLA missed assessed on total amount billed for month in which SLA was missed | ||
| D. 1,001 - 5,000 words | E. Five (5) | E. Four (4) | ||||
| E. 5,001 - 10,000 words | F. Seven (7) | F. Six (6) |
| 4 | Written Translation: All Other Languages Not | Number of words per job: | Standard turnaround time (# of Business Days) | Expedited turnaround time (# of Business Days) | Monthly | |
| Listed Above | A. 150 words or less | A. Four (4) | A. Three (3) | 5% per day per SLA missed assessed on total amount billed for month in which SLA was missed | ||
| B. 151 - 500 words | B. Four (4) | B. Three (3) | ||||
| C. 501 - 1,000 words | D. Five (5) | D. Four (4) | 10% per day per SLA missed assessed on total amount billed for month in which SLA was missed | |||
| D. 1,001 - 5,000 words | E. Six (6) | E. Five (5) | ||||
| E. 5,001 - 10,000 words | F. Eight (8) | F. Seven (7) |
| 5 | Modifications including updating of ADA | English | Five (5) | Two (2) | ||
| compliance and accessibility features and | Monthly | |||||
| formatting of a previously translated text | Spanish, Brazilian Portuguese, | Six (6) | Three (3) | |||
| Haitian Creole, Chinese - Mandarin, Vietnamese | ||||||
| 5% per day per SLA missed assessed on total amount billed for month in which SLA was missed | ||||||
| Cape Verdean Creole, Chinese - Cantonese, | Six (6) | Three (3) | ||||
| European Portuguese, Russian, Arabic, French, Cambodian/Khmer, | 10% per day per SLA missed assessed on total amount billed for month in which SLA was missed | |||||
| Korean, Hindi, Green, Somali, Italian, Polish |
All Other Languages Not Listed Above Including Braille Seven (7) Four (4)
| 6 | Quality Assurance | Achieve monthly QA score over 90%, based on scorecard | ||||
| methodology and process for all translations | Monthly | 5% per day per SLA missed assessed on total amount billed for month in which SLA was missed | ||||
| - 20% of agreed requirements/user stories | N/A | N/A | ||||
| - Braille communications | 10% per day per SLA missed assessed on total amount billed for month in which SLA was missed |
| 7 | Privacy Violation** | ||||
| Tier 1 | A Privacy Violation that the Contractor knew or should have known by exercising reasonable diligence that the act or omission was a violation, but did not act with willful neglect. | Monthly | $1,000 per event plus | ||
| Per event and number of Customers affected | $50 per each Customer affected <= 100 Customers | ||||
| $100 per each Customer affected <100 <= 500 Customers | |||||
| $250 per each Customer affected > 500 Customers |
| Tier 2 | A Privacy Violation suffered as a direct result of willful neglect, in cases where an attempt has been made to correct the violation. | Monthly | $10,000 per event plus | |
| Per event and number of Customers affected | $50 per each Customer affected <= 100 Customers | |||
| $100 per each Customer affected <100 <= 500 Customers | ||||
| $250 per each Customer affected > 500 Customers |
| Tier 3 | A Privacy Violation constituting willful neglect, where Vendor knew or should have known and no attempt has been made to correct the violation within 30 days. | Monthly | $50,000 per event plus | |
| Per event and number of Customers affected | $50 per each Customer affected <= 100 Customers | |||
| $100 per each Customer affected <100 <= 500 Customers | ||||
| $250 per each Customer affected > 500 Customers | ||||
| * Words per document are counted using MS Word, English version; a job is a set of materials provided by the Health Connector that is assigned a single reference number. | ||||
| ** Privacy Violation shall mean a Security Incident or Security Breach as defined in Attachment 3, “Data Management and Confidentiality Agreement”, or any failure to adhere to the privacy laws, regulations, guidelines or policies | ||||
| set forth in this Agreement or in the Health Connector’s standard operating procedures. |
KPIs RFR EXHIBIT C - SLAs AND KPIs
| KPI # | Name | Area | Definition (Performance Standard) | Assessment Frequency | Measurement Tool(s) | Effective Month |
| 1 | Systems* Uptime and Response Time | System | System shall be available for 99.95% (outside of planned outages for upgrades or routine maintenance) within any calendar month - Uptime percentage is calculated by dividing the number of minutes in the month that the system was up and available by the total number of minutes in that month. | Monthly | Contractor system reports. | 1 |
| 2 | System Outage Notification | System | Inform the Health Connector at least ten (10) Business Days before any planned outages that may impact ability for Health Connector to have a document or report retrieve. | Monthly | Contractor system reports. | 1 |
| 3 | Record Retention | Quality Assurance | Maintain all translated documents and maintain for retrieval for a period of no less than 10 years, in Calendar Days, from the date of delivery of document | Daily/Monthly/Quarterly | Contractor system reports. | 1 |
| 4 | Timeliness of Reports | Reporting & Analysis | Make daily reports available by 8 AM EST the next Business Day. |
Make weekly reports available by end of second (2nd) Business Day following the end of the reporting period.
Make monthly reports available by end of fifth (5th) Business Day following the end of the reporting period.
Make quarterly reports available by end of tenth (10th) Business Day following the end of the reporting period.
| Make semi-annual and annual reports available by end of fifteenth (15th) Business Day following the end of the reporting period. | Monthly | Contractor system reports. | 1 | ||||
| 5 | Accuracy of Reports | Reporting & Analysis | Achieve 100% accuracy for reports created for Health Connector. Errors are defined as material data errors only. Typos or format issues are not considered material. | Monthly | Contractor system reports. | 1 | |
| 6 | Incident Root Cause Analysis | System and Operations | Provide the final incident report to the Health Connector for Severity 1 incidents within five (5) Business Days of resolving the issue that caused the incident. Incident report shall include root cause analysis, prevention measures, service recovery. Maintain status, priority and progress of all incidents, regardless of Severity. | Monthly | Contractor system reports. | 1 | |
| 7 | Response Time/Time to Respond | Operations | Responds to acknowledge work requests in writing within 1 hour of submission. | Daily/Monthly/Quarterly | Email received from Contractor | 1 |
* Systems refers to resources, procedures, and technologies that work together to collect, process, store and distribute information functioning as a digital workspace designed for communication and collaboration
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