SLA Reporting Tool GSA Q3FY2010 by HC120915014446

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									HR Line of Business - SLA Reporting Tool
Instructions - READ FIRST


                                 Human Resources Service Level Agreement Reporting Tool                                             Reporting Period: FY 2010 Q3

   This SLA reporting tool captures SSC results against the set of mandatory performance measures that must be included in the negotiated SLAs between the
   customer and the Shared Service Center. These performance measures were identified based on the HR LOB Performance Reference Model, e-Payroll SLAs,
   industry best practices, and input from the Customer Council and Shared Service Center Advisory Council (SSCAC). This tool also captures Customer Satisfaction
   Data, which will be aggregated and posted on OMB's website, and verifies existing SSC customer information.

   Instructions
      SLA Reporting Tool:
      Using the worksheet from the most recent fiscal quarter, please validate and update the indicated fields in columns E-F with the relevant information. If you
      retroactively updated previously submitted results, please indicate so by coloring the font RED. The data requested for each row and column is explained in
      detail below:

      Agency Name: <Pre-populated>
      Point of Contact Name: Enter the full name of individual acting as Point of Contact for this data-call.
      Point of Contact Email: Enter an email address for the Point of Contact.
      Point of Contact Telephone: Enter a telephone number for the Point of Contact.

      Baseline: The Baseline Services Measure is the baseline service level negotiated between you as the SSC and your customers. If the baseline of previously
      submitted SLAs has changed, please highlight the new baseline in RED. Assumption: All customers have the same baseline SLAs. Please indicate in the
      adjacent comments box if there are any customers that this does not apply to.

      Results: Please report the actual measure results for the identified quarter. Explain all positive and negative variances in the adjacent Comments box. For the
      Customer Satisfaction measure, please provide your most recent data, and in the adjacent Comments box, indicate the timing and frequency of your measure.

      Comments: Please include any additional information needed to clarify your updates. Use this column to explain any positive or negative variance between
      your baseline metrics and actual results.

      *Additional information on the Performance Measures can be found on the Definitions worksheet included in this Excel file.

      Customer List:
      To further refine the list of your Customer Agencies we have included a pre-populated list of verified Customer Agencies which your SSC services. Please
      update this list as necessary to match your current SSC customer base.

      To remove an agency or bureau, strike out text and note in "Comments". Append any missing customers to bottom of list; subsequent template will reflect
      changes.

      Please highlight any updated rows in YELLOW.

      The data requested for each row and column is explained in detail below:




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Instructions - READ FIRST

   Instructions
      Is This Customer Agency Serviced by You?: Please use the "Yes/No" drop-down lists in these three columns to indicate whether your SSC provides HRIT for
      Personnel Action Processing, HRIT for Benefits Management, and/or Compensation Management (payroll operations) services to th e respective federal agency
      or department given in the left-most column. If only part of an agency is your customer, identify you customer at the bureau level. Ensure that the services you
      provide in the Customer List match the measures you report in the Reporting Tool. Do not leave any "Select" cells unanswered .

      Comments: Please include any additional information to clarify your updates. Use this column to identify agencies that should be remove d from this list, have
      unique SLA terms, or any other information we should be aware of.

      Date SLA Signed: Please indicate the date the SLA was signed with the Customer Agency.

      Date SLA Effective: Please indicate when the SLA will become effective.

      Date of SLA Expiration: Please indicate the date when the SLA will expire.




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HR Line of Business - SLA Reporting Tool
Instructions - READ FIRST

   Instructions




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Instructions - READ FIRST

   Instructions




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          HR Line of Business - SLA Reporting Tool
          Definitions



      HR LOB Sub-function                Performance Measure                        Performance Measure Definition             Performance Category          Calculation / Metric Format             Suggested Metric Interval
     Cross-Function         System Availability                               Production system availability during business          Quality         Percentage of production system availability            Quarterly
                                                                              hours excluding Federal Holidays and                                    during business hours excluding Federal
 1                                                                            scheduled system outages                                                Holidays and scheduled system outages
                                                                                                                                                      (XX% Available)


     Cross-Function         OPM Regulatory System Changes                     OPM regulatory or mandated application/table          Timeliness        Percentage of OPM regulatory or mandated                Quarterly
                                                                              changes completed by due date                                           application/table changes completed by
 2                                                                                                                                                    time frames mandated (XX%)

     Cross-Function         Helpdesk Availability                             Availability of helpdesk personnel during               Quality         Percentage of availability of helpdesk                  Quarterly
 3                                                                            business hours                                                          personnel during business hours (XX%)

     Cross-Function         Helpdesk Response Time                            End user calls returned within a pre-                 Timeliness        Percentage of end user calls returned within            Quarterly
 4                                                                            determined time frame                                                   a pre-determined time frame (XX%)


     Cross-Function         Helpdesk Resolution Time                          End user issues resolved in pre-determined            Timeliness        Percentage of end user issues resolved                  Quarterly
                                                                              time frame                                                              within a pre-determined time frame (XX% of
 5                                                                                                                                                    issues resolved within Y # of hours or
                                                                                                                                                      days)
     Personnel Action       Process Personnel Action (excludes mass actions) Percent of personnel transactions completed            Timeliness        Number of transactions completed within                 Quarterly
     Processing                                                              by the HRIT system within the designated time                            appropriate time frame divided by total
 6                                                                           frame                                                                    number of transactions multiplied by 100
                                                                                                                                                      (XX%)
     Personnel Action       Implement Mass Action                             Percent of transactions completed by the              Timeliness        Number of transactions completed within                 Quarterly
     Processing                                                               HRIT system within the appropriate time frame                           appropriate time frame divided by total
 7                                                                                                                                                    number of transactions multiplied by 100
                                                                                                                                                      (XX%)

     Personnel Action       Personnel Transaction Corrections (note: can also Percent of corrections completed by the HRIT            Quality         Total number of corrections in a specified              Quarterly
     Processing             be used to measure quality for benefits           system                                                                  time period divided by total number of
 8                          corrections)                                                                                                              personnel transactions in that time period
                                                                                                                                                      (XX%)

     Compensation           Timely Payroll Payments                           Salary payments (excluding manual                     Timeliness        Percentage of salary payments (excluding       Data to be captured Biweekly
     Management                                                               payments) are issued and available to                                   manual payments) are issued and available       and reported on Quarterly
                                                                              employee per scheduled payday                                           to employee per scheduled payday. (XX%
 9
                                                                                                                                                      of employee payments available per
                                                                                                                                                      scheduled payday)

     Compensation           Accurate Payroll Payments                         Salary payments (excluding manual                       Quality         Percentage of accurate payments based on       Data to be captured Biweekly
     Management                                                               payments) are issued correctly                                          information in system at time pay runs          and reported on Quarterly
10                                                                                                                                                    (XX% accuracy based on information in
                                                                                                                                                      system at time pay runs)

     Benefits Management    Employee Update Files                             Transmission of employee update files made            Timeliness        Percentage of files updated within the                  Quarterly
11                                                                            to the external benefit provider within                                 established timeframe (XX%)
                                                                              established timeframes
     Cross-Function (non-   Customer Satisfaction                             The level of satisfaction of the SSC customers          Quality         A five point scale as follows: 'Completely              Quarterly
     SLA)                                                                     and overall quality of service provided.                                dissatisfied', 'Somewhat dissatisfied',
12                                                                                                                                                    'Neither satisfied nor dissatisfied',
                                                                                                                                                      'Somewhat satisfied', and 'Completely
                                                                                                                                                      satisfied'.




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Definitions




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SLA Reporting Tool Q1- GSA



                   Shared Service Center:        General Services Administration
                   Point of Contact:             Tami Henry
                   Phone Number:                 816-926-7548
                   Email Address:                Tami.Henry@gsa.gov

                                                                                                                                      FY 2010 Results                   Comments
                         HR LOB Sub-function                          Performance Measure                       Requirement Level
                                                                                                                                    Baseline FY10 Q1
               1   Cross-Function                System Availability                                                Mandatory        98.00%    100.00% GSA uses EEX for ELS and employee self-svc.
               2   Cross-Function                OPM Regulatory System Changes                                      Mandatory       100.00%    100.00%
               3   Cross-Function                Helpdesk Availability                                              Mandatory       100.00%    100.00%
               4   Cross-Function                Helpdesk Response Time                                             Mandatory        98.00%    100.00%
               5   Cross-Function                Helpdesk Resolution Time                                           Mandatory        98.00%    100.00%
               6   Personnel Action Processing   Process Personnel Action (excludes mass actions)                   Mandatory          N/A       N/A
               7   Personnel Action Processing   Implement Mass Action                                              Mandatory          N/A       N/A
                   Personnel Action Processing   Personnel Transaction Corrections (note: can also be used to
               8                                                                                                    Mandatory
                                                 measure quality for benefits corrections)                                            N/A        N/A
              9 Compensation Management          Timely Payroll Payments                                            Mandatory       99.00%     100.00%
             10 Compensation Management          Accurate Payroll Payments                                          Mandatory       99.00%     100.00%
             11 Benefits Management              Employee Update Files                                              Mandatory         N/A      100.00%
                Cross-Function (non-SLA)         Customer Satisfaction                                                                                 Quarterly reporting   from   employee   customer
             12                                                                                                     Mandatory
                                                                                                                                      N/A      100.00% service surveys.




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SLA Reporting Tool Q2 - GSA



                   Shared Service Center:        General Services Administration
                   Point of Contact:             Tami Henry
                   Phone Number:                 816-926-7548
                   Email Address:                Tami.Henry@gsa.gov

                                                                                                                                      FY 2010 Results                       Comments
                         HR LOB Sub-function                          Performance Measure                       Requirement Level
                                                                                                                                    Baseline FY10 Q2
               1   Cross-Function                System Availability                                                Mandatory        98.00%    100.00% System Availability is for EEX and ETAMS
               2   Cross-Function                OPM Regulatory System Changes                                      Mandatory       100.00%    100.00%
               3   Cross-Function                Helpdesk Availability                                              Mandatory       100.00%    100.00%
               4   Cross-Function                Helpdesk Response Time                                             Mandatory        98.00%    100.00%
               5   Cross-Function                Helpdesk Resolution Time                                           Mandatory        98.00%    100.00%
               6   Personnel Action Processing   Process Personnel Action (excludes mass actions)                   Mandatory          N/A       N/A
               7   Personnel Action Processing   Implement Mass Action                                              Mandatory          N/A       N/A
                   Personnel Action Processing   Personnel Transaction Corrections (note: can also be used to
               8                                                                                                    Mandatory
                                                 measure quality for benefits corrections)                                            N/A        N/A
              9    Compensation Management       Timely Payroll Payments                                            Mandatory       99.00%     100.00%
             10    Compensation Management       Accurate Payroll Payments                                          Mandatory       99.00%     100.00%
             11    Benefits Management           Employee Update Files                                              Mandatory       96.00%     100.00%
             12    Cross-Function (non-SLA)      Customer Satisfaction                                              Mandatory         N/A      98.00% Rated Payroll Very Good/Excellent




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SLA Reporting Tool Q3 - GSA




      Shared Service Center:               General Services Administration
      Point of Contact:                    Tami Henry
      Phone Number:                        816-926-7548
      Email Address:                       Tami.Henry@gsa.gov

                                                                                                                                FY 2010 Results
            HR LOB Sub-function                                 Performance Measure                       Requirement Level                                           Comments
                                                                                                                              Baseline FY10 Q3
  1   Cross-Function                       System Availability                                                Mandatory        98.00%     100.00% System Availability is for EEX and ETAMS
  2   Cross-Function                       OPM Regulatory System Changes                                      Mandatory       100.00%     100.00%
  3   Cross-Function                       Helpdesk Availability                                              Mandatory       100.00%     100.00%
  4   Cross-Function                       Helpdesk Response Time                                             Mandatory        98.00%     100.00%
  5   Cross-Function                       Helpdesk Resolution Time                                           Mandatory        98.00%     100.00%
  6   Personnel Action Processing          Process Personnel Action (excludes mass actions)                   Mandatory          N/A     N/A
  7   Personnel Action Processing          Implement Mass Action                                              Mandatory          N/A     N/A
      Personnel Action Processing          Personnel Transaction Corrections (note: can also be used to
  8                                                                                                           Mandatory
                                           measure quality for benefits corrections)                                            N/A     N/A
  9   Compensation Management              Timely Payroll Payments                                            Mandatory       99.00%     100.00%
 10   Compensation Management              Accurate Payroll Payments                                          Mandatory       99.00%     100.00%
 11   Benefits Management                  Employee Update Files                                              Mandatory       96.00%     100.00%
 12   Cross-Function (non-SLA)             Customer Satisfaction                                              Mandatory         N/A      100.00% Rated Payroll Very Good/Excellent




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        Customer List - GSA




                                                                       Is This Customer Agency Serviced by You?
                                                                                                                                                                Date SLA    Date of SLA
                           Customer Agency                                                                Compensation        Comments     Date SLA Signed
                                                               HRIT for Personnel   HRIT for Benefits                                                           Effective    Expiration
                                                                                                        Management (payroll
                                                               Action Processing     Management
                                                                                                            operations)
1 LARGE INDEPENDENT AGENCIES
2      GENERAL SERVICES ADMINISTRATION                                Yes                 Yes                   Yes                      N/A
3           IMMEDIATE OFFICE OF THE ADMINISTRATOR                     Yes                 Yes                   Yes                      N/A
4              PUBLIC BUILDINGS SERVICE                               Yes                 Yes                   Yes                      N/A
5              OFFICE OF CIVIL RIGHTS                                 Yes                 Yes                   Yes                      N/A
6              OFFICE OF SMALL BUSINESS UTILIZATION                   Yes                 Yes                   Yes                      N/A
7              OFFICE OF THE CHIEF FINANCIAL OFFICER                  Yes                 Yes                   Yes                      N/A
8              OFFICE OF GENERAL COUNSEL                              Yes                 Yes                   Yes                      N/A
9              GSA BOARD OF CONTRACT APPEALS                          Yes                 Yes                   Yes                      N/A
10             OFC OF THE CHIEF HUMAN CAPITAL OFFICER                 Yes                 Yes                   Yes                      N/A
11             OFFICE OF INSPECTOR GENERAL                            Yes                 Yes                   Yes                      N/A
12             OFFICE OF THE CHIEF ACQUISITION OFFICER                Yes                 Yes                   Yes                      N/A
13             OFC OF CITIZEN SERVICES AND COMMUNICATNS               Yes                 Yes                   Yes                      N/A
14             OFC OF CONGRESSIONAL & INTERGOV AFFAIRS                Yes                 Yes                   Yes                      N/A
15             OFFICES OF THE REGIONAL ADMINISTRATORS                 Yes                 Yes                   Yes                      N/A
16             OFFICE OF GOVERNMENTWIDE POLICY                        Yes                 Yes                   Yes                      N/A
17             OFFICE OF THE CHIEF INFORMATION OFFICER                Yes                 Yes                   Yes                      N/A
18             FEDERAL ACQUISITION SERVICE                            Yes                 Yes                   Yes                      N/A
19             OFC OF EMERGENCY RESPONSE AND RECOVERY                 Yes                 Yes                   Yes                      N/A
20     NATIONAL ARCHIVES AND RECORDS ADMINISTRATION                   Yes                 Yes                   Yes                      11/7/2008
21     OFFICE OF PERSONNEL MANAGEMENT                                 Yes                 Yes                   Yes                      10/17/2008
22     SMITHSONIAN INSTITUTION
23          JOHN F. KENNEDY CTR FOR THE PERFORM ARTS                  Yes                 Yes                   Yes                      11/7/2008
24 MEDIUM INDEPENDENT AGENCIES
25      EXPORT IMPORT BANK OF THE UNITED STATES                       Yes                 Yes                   Yes                      11/7/2008
26     NATIONAL CREDIT UNION ADMINISTRATION                           Yes                 Yes                   Yes                      11/18/2008
27      RAILROAD RETIREMENT BOARD                                     Yes                 Yes                   Yes                      11/10/2008
28 SMALL INDEPENDENT AGENCIES
29      AMERICAN BATTLE MONUMENTS COMMISSION                          No                   No                   Yes                      1/7/2009
30     BARRY GOLDWATER SCHOOL & EXCEL IN ED FOUNDATION                Yes                 Yes                   Yes                      11/7/2008
31     CHRISTOPHER COLUMBUS FELLOWSHIP FOUNDATION                     Yes                 Yes                   Yes                      11/20/2008
32     COMMITTEE FOR PURCH FRM PEOPLE BLIND OR SEVERLY                Yes                 Yes                   Yes                      11/7/2008
33     DISABLED
       ELECTION ASSISTANCE COMMISSION                                 Yes                 Yes                   Yes                      11/20/2008
34     FEDERAL FINANACIAL INSTITUTE EXAM COUNCIL/APPRAISAL            Yes                 Yes                   Yes                      11/7/2008
35     SUBCOMMITTEE
       INTERAGENCY COUNCIL ON HOMELESSNESS                            Yes                 Yes                   Yes                      10/1/2008
36     JAPAN UNITED STATES FRIENDSHIP COMMISSION                      Yes                 Yes                   Yes                      11/7/2008
37     MARINE MAMMAL COMMISSION                                       Yes                 Yes                   Yes                      11/7/2008
38     MEDICARE PAYMENT ADVISORY COMMISSION                           Yes                 Yes                   Yes                      11/7/2008
39     MORRIS K UDALL FOUNDATION: SCHOLARSHIP AND EXCELLENCE          Yes                 Yes                   Yes                      11/7/2008
40     IN NATIONAL ENV POLICY
       NATIONAL COUNCIL ON DISABILITY                                 Yes                 Yes                   Yes                      11/10/2008
41     NATIONAL MEDIATION BOARD                                       Yes                 Yes                   Yes                      11/7/2008
42     NUCLEAR WASTE TECHNICAL REVIEW BOARD                           Yes                 Yes                   Yes                      11/7/2008
43     OFFICE OF THE FEDERAL COORDINATOR FOR ALASKA NATURAL           Yes                 Yes                   Yes                      11/7/2008
44     GAS
       PUBLIC INTEREST DECLASSIFICATION BOARD                         Yes                 Yes                   Yes                      7/14/2008
45     US CHINA ECONOMIC AND SECURITY REVIEW COMMISSION               Yes                 Yes                   Yes                      12/22/2008
46     US COMMISSION ON INTERNATIONAL RELIGIOUS FREEDOM               Yes                 Yes                   Yes                      11/7/2008
47     VIETNAM EDUCATION FOUNDATION                                   Yes                 Yes                   Yes                      11/7/2008
48 OTHER AGENCIES (NOT ON FEDSCOPE)
49     COMMISSION FOR THE PRESERVATION OF AMERICAN HERITAGE           No                   No                   Yes                      11/7/2008
50     ABROAD
       COMMISSION ON WMD                                              Yes                 Yes                   Yes                      4/17/2008 (multi-yr)
51     DELTA REGIONAL AUTHORITY                                       No                   No                   Yes                      11/18/2008
52     DWIGHT EISENHOWER MEMORIAL COMMISSION                          Yes                 Yes                   Yes                      11/7/2008
53     STATE JUSTICE INSTITUE                                         No                   No                   Yes                      9/24/2008
54     STENNIS CENTER FOR PUBLIC SERVICE                              No                   No                   Yes                      11/7/2008


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             Customer List - GSA




                                                                             Is This Customer Agency Serviced by You?
                                                                                                                                                                  Date SLA    Date of SLA
                                 Customer Agency                                                                Compensation        Comments    Date SLA Signed
                                                                     HRIT for Personnel   HRIT for Benefits                                                       Effective    Expiration
                                                                                                              Management (payroll
                                                                     Action Processing     Management
                                                                                                                  operations)
55         SUPERIOR COURTS OF DC                                            No                   No                   Yes                      10/1/2008
56         U.S. INSTITUTE OF PEACE                                          Yes                 Yes                   Yes                      11/7/2008
58         US HOLOCAUST MEMORIAL MUSEUM-DONATE EMPLOYEES                    No                   No                   Yes                      11/10/2008
57         ARCHITECT OF THE CAPITAL-SENATE RESTAURANT                       No                   No                   Yes                      1/7/2009
59         RECOVERY ACT ACCOUNTABILITY & TRANSPARENCY BOARD                 No                   No                   Yes                      3/1/2009
60         FINANCIAL CRISIS INQUIRY COMMISSION                              Yes                 Yes                   Yes                      8/16/2009
61         ADMINISTRATIVE CONFERENCE OF THE UNITED STATES                   Yes                 Yes                   Yes                      3/5/2010
62         NATIONAL COMMISSION ON FISCAL RESPONSIBILITY AND REFORM          No                   No                   Yes                      3/30/2010
63         NORTHERN BORDER REGIONAL COMMISSION                              Yes                 Yes                   Yes                      5/7/2010
64         COUNCIL OF THE INSPECTORS GENERAL ON INTEGRITY &                 No                   No                   Yes                      4/1/2010
65         EFFICIENCY
           MEDICAID AND CHIP PAYMENT AND ACCESS COMMISSION                  Yes                 Yes                   Yes                      11/22/2009

     Red is an update since last quarter (2QFY10)




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