Service Performance Standards.docx

SERVICE PERFORMANCE STANDARDS

The following service level measurements will be used to measure the performance of service provided by Vendor to the Division of Health Care Financing and Policy (DHCFP).

Vendor shall perform the services at or above the Minimum Service Levels indicated below.

1. Service Level Reporting

Vendor shall provide to DHCFP or make available to DHCFP reports measuring its performance against the service levels upon the reporting frequency specified for each service level. The reports will contain the detail and accuracy reasonably necessary for DHCFP to verify whether Vendor achieved or failed to achieve the Minimum Service Level for each service level in the immediately preceding measurement time frame.

2. Failures to Achieve Minimum Service Levels

If Vendor fails to achieve the Minimum Service Level within a Measurement time frame, Vendor shall promptly:

· Correct the problems and restore Services to meet the Minimum Service Levels as soon as practicable.

· Provide reasonable evidence to DHCFP that the causes of such problems have been or shall be corrected.

3. Service Level Credits

If Vendor fails to achieve Minimum Service Levels, DHCFP shall receive monetary credit against the fees paid to Vendor.

4. Single Point of Contact

DHCFP and Vendor shall provide a single point of contact for the prompt resolution of all Service Level achievement failures regardless of whether the reason for such Service Level failure was caused by Vendor.

5. Frequency

· Service level summaries will be provided quarterly.

· Service levels will be verified annually (or more frequently if DHCFP deems necessary).

Measurement Penalty

100%

A. Reports Reporting includes any scheduled reoccurring or individually requested agreed upon scheduled reports will be delivered within 10 days of end of work period or later if agreed to by DHCFP. Exceptions to deadlines approved by DHCFP’s Program Monitor or designee for this agreement.

B. Non-Daily Data Files Deliver upon date agreed by schedule. Exceptions approved by DHCFP’s Program Monitor or designee for this agreement.

A. $100 per report per day greater than 10 days.

B. $100 per day for each missed deadline where an extension was not approved.

Vendor performance or system related issues documented to DHCFP within 24 hours through agreed upon issue tracking process. All problems resolved within 10 business days or by agreed upon schedule. Exceptions to deadlines approved by DHCFP’s Program Monitor or designee for this agreement.

A. $100 per day per missed deadline for each issue/ problem not resolved at the performance guarantee.

Facility reporting is accurate, and facilities are compliant.

A. $100 per facility considered non-compliant without a communication issued per the guidelines below within 15 days of non-compliance identified.

IV. Policies and Procedures

Each July 1st Vendor will submit to DHCFP a copy of their most recent Policies and Procedures. Any changes to Policies and Procedures made during the year must be communicated to DHCFP no later than 30 days from the effective date of the change.

A. $100 per instance of Policy and Procedure not provided to DHCFP by July 1st or per instance of change not communicated to DHCFP within 30 days of effective date.

6. Penalties

· Aggregate Penalties total for Service Performance Standards shall not exceed 20% of total per month for each subsequent month of the contract.

· DHCFP will collect penalties by withholding the appropriate amount from the Vendor’s payment.

7. Service Performance Standard V

· Upon receipt of quarterly data tables from DHCFP, Vendor must review report and ensure all existing facilities are complete and accurate and enter any new facilities to the compliance report due to DHCFP monthly. If any identified issues including, but not limited to, missing data elements, or non-compliance, the facility must be contacted by Vendor within 15 days of receipt of the data tables.

· If a facility does not provide a response or a compliant submission, Vendor must contact non-compliant facilities again within 15 days and every 15 days thereafter until compliance is achieved.

8. Service Performance Standards I -V

· Compliance will be determined by DHCFP.

· All delivered file or report accuracy is 100%. Accuracy is determined by dividing the total number of records by the total number of records in error. Any file or report provided below 100% accuracy is deemed as not meeting the delivery deadline until the time it is delivered, completed, and 100% accurate.

· Any variations from the stated requirements must be approved by DHCFP’s Contract Manager or designee for this agreement.

· Data entered by DHCFP is not measured as inaccurate to Vendor if the data was entered incorrectly.

· Extensions to deadlines must be approved by the Contract Manager or designee for this agreement.

9. DHCFP shall notify Vendor in writing of intent to deduct penalty at least 30 days prior to deduction from Administrative Fees.