Service Level Agreement 2008 by Andamicrophone

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									Service Level
 Agreement
    2008

                1
    Service Level Agreement


• Based on Lines of   •   Payroll Processing
  Business            •   EmpowHR
                      •   Pay Tech
                      •   DPRS
                      •   CLER




                                               2
                                       Quality Assurance

                                 100
% of Requests Waived or Tested




                                  75


                                  50


                                  25


                                   0
                                         1st Qtr                   2nd Qtr
                                                   FY 2008

                                                             Goal – 100%     Achieved   3
Disaster Recovery/COOP Drills

  Drills Conducted/Customers Notified
   100


    75


    50


    25


     0
           1st Qtr             2nd Qtr
                     FY 2008
                                         No   Yes


                                                    4
                                 Regulatory and Mandated
                                     System Changes

                           100
% of Changes Implemented




                            75


                            50


                            25


                             0
                                     1st Qtr                   2nd Qtr
                                               FY 2008

                                                         Goal – 75%      Achieved   5
                                 Table Management (TMGT)
                                       System Changes

                           100
% of Project on Schedule




                            75


                            50


                            25


                             0
                                    1st Qtr    2nd Qtr
                                              FY 2008

                                                         Goal – 95%   Achieved   6
           Security –
All Certification and Accreditation
   (C&A) documents for major
     applications are current

     C&A Certification –
Must be completed every 3 years.
  Accreditation Letter Dated
      November 26, 2007               7
                               Security - User Access Granted


                              100
% of Access Granted on Time


                                                    96% 96%

                                           88%
                               75
                                    75%



                               50


                               25


                                0
                                          1st Qtr     2nd Qtr
                                                                Goal – 95%
                                                     FY 2008    10% or less Achieved
                                                                11-40% Achieved
                                                                41-50 % Achieved
                                                                                       8
                                     Communication
                                     NFC Holiday Schedule
                               100
% of Notifications Completed




                                75


                                50


                                25


                                 0
                                      1st Qtr             2nd Qtr
                                                FY 2008    Goal – 5 business
                                                           days in advance
                                                           Achieved            9
   Communication Publication of
Non-Emergency Maintenance Schedule


                               100
% of Notifications Completed




                                75


                                50


                                25


                                 0
                                     1st Qtr                   2nd Qtr
                                               FY 2008
                                                         Goal – 100%     Achieved   10
                                          Communication
                                          Global Application Issues
                              100
Within 2 Hours of Discovery
     % of Notifications




                               75


                               50


                               25


                                0
                                    OCT      NOV   DEC     JAN         FEB     MAR
                                                     FY 2008
                                                               Goal – 95%    Achieved   11
                                           Communication
                                            Planned Outages
                               100
% of Notifications Completed




                                75


                                50


                                25


                                 0
                                     OCT    NOV   DEC     JAN         FEB     MAR
                                                    FY 2008
                                                              Goal – 95%    Achieved   12
                                Communication
                        Application Issues Addressed Timely
                        100
% of Issues Addressed




                         75


                         50


                         25


                          0
                                 1st Qtr                   2nd Qtr
                                           FY 2008
                                                     Goal – 75%      Achieved   13
                  Communication
  Software Problem Reports (SPRs) Reviewed
            100

             80
% of SPRs




             60

             40

             20

              0
                  1st Qtr                   2nd Qtr
                            FY 2008
                                      Goal – 80%      Achieved   14
                                              Communication
% of Timely Notificaation of Impact
                                            Global Application Issues
                                      100

                                       80

                                       60

                                       40

                                       20

                                        0
                                               1st Qtr                   2nd Qtr
                                                         FY 2008
                                                                   Goal – 90%      Achieved   15
                                     Payroll Payments
                            Salary Payments Issued on Payday
                      100
% of Employees Paid




                       75


                       50


                       25


                        0
                            PP19 PP20 PP21 PP22 PP23 PP24 PP25 PP26 PP01 PP02 PP03 PP04 PP05 PP06
                                       Calendar Year Pay Periods for FY 2008

                                                               Goal – 99.9999%          Achieved    16
                        Payroll Operations Support
                                   Help Desk Availability
                       100
Percentage Available




                        75


                        50


                        25


                         0
                             OCT     NOV   DEC     JAN        FEB   MAR
                                             FY 2008
                                                       Goal – 98%   Achieved   17
                      Payroll Operations Support
                        Calls Answered Within 30 Seconds
                      100
% of Calls Answered




                       80
Within 30 Seconds




                       60

                       40

                       20

                        0
                            OCT   NOV   DEC     JAN          FEB     MAR
                                          FY 2008
                                                    Goal – 80%     Achieved   18
                             Payroll Operations Support
                                         First Call Resolution
                             100
% of First Call Resolution




                              80

                              60

                              40

                              20

                               0
                                   OCT     NOV   DEC     JAN          FEB     MAR
                                                   FY 2008
                                                             Goal – 70%     Achieved   19
                         Payroll Operations Support
                               Resolution of Written Inquiries
                         100
% of Written Inquiries




                          80

                          60

                          40

                          20

                           0
                                OCT   NOV   DEC     JAN          FEB     MAR
                                              FY 2008
                                                        Goal – 90%     Achieved   20
               Ongoing Efforts
• Performance Metric #1 and # 4 will be
  Reported by Department/Agency Beginning
  4th Quarter 2008
   – Performance Metric #1: Quality Assurance -
     appropriate organizations will validate/verify that
     system changes affecting payroll are tested
   – Performance Metric #4: System Changes - Table
     Management (TMGT) updates are completed per
     schedule - 95% of TMGT Tables are updated within
     5 business days from receipt
• Continue to Listen to our Customer
• SLA Modification Requests –
   – Final Call for Revisions, Clarifications, or Changes
     to the FY09 PPS SLA. Please send your comments
     to marcia.curole@usda.gov by April 30th
   – Input was received from 1 department/agency
     (Treasury) to date                                     21

								
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