Schedule D-Service Leveal Agreements-RFP 230000001892 medically necessary athletic shoes .docx

RFP 230000001892

Medically Necessary Athletic Shoes Schedule D – Service Level Agreements

Metric 1: Report Submissions

Definition and Purpose

The contractor must submit required reports within the timeframe outlined in Schedule A, Statement of Work, Section 2.8 (Reporting).

Data Source:

1. Monthly Order History Report

2. Monthly Outstanding Invoice Summary Report

3. Monthly Backorder Report

4. Usage Reports

5. Any other reports that the MDOC requests

6. Electronic report submissions to the MDOC

Methodology:

MDOC will verify and confirm contractor has submitted required reports at the required frequency and deadlines utilizing data sources 1-6 as needed.

Acceptable Standard:

The Acceptable Standard is 100% compliance.

Service Level Credit:

A credit of $100.00 per day may be assessed for each business day that the Contractor fails to submit the required report by the deadline.

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 as outlined in Schedule A, Statement of Work, Section 14. (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 $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: 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 12. (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 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 1-7 to determine if there are reoccurring or unresolved contract deficiencies.

Acceptable Standard:

The Acceptable Standard is 100% compliance.

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: $500.00 Additional service credits may be assessed for each additional occurrence:

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

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.