1 service level agreement 2008. 2 service level agreement based on lines of business payroll...
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1
Service Level Agreement
2008
2
Service Level Agreement
• Based on Lines of Business
• Payroll Processing• EmpowHR• Pay Tech• DPRS• CLER
3
Quality Assurance
0
25
50
75
100
1st Qtr 2nd Qtr
FY 2008
% o
f Req
uest
s W
aive
d or
Tes
ted
Goal – 100% Achieved
4
Disaster Recovery/COOP Drills
0
25
50
75
100
1st Qtr 2nd Qtr
FY 2008No Yes
Drills Conducted/Customers Notified
5
Regulatory and MandatedSystem Changes
0
25
50
75
100
1st Qtr 2nd Qtr
FY 2008
% o
f Cha
nges
Impl
emen
ted
AchievedGoal – 75%
6
Table Management (TMGT)System Changes
0
25
50
75
100
1st Qtr 2nd Qtr
FY 2008
% o
f Pro
ject
on
Sche
dule
AchievedGoal – 95%
7
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
8
Security - User Access Granted
0
25
50
75
100
1st Qtr 2nd Qtr
FY 2008
% o
f Acc
ess
Gra
nted
on
Tim
e
Goal – 95%10% or less Achieved11-40% Achieved41-50 % Achieved
75%
88%
96% 96%
9
Communication
0
25
50
75
100
1st Qtr 2nd Qtr
FY 2008
% o
f Not
ificat
ions
Com
plet
ed
Goal – 5 businessdays in advanceAchieved
NFC Holiday Schedule
10
Communication Publication ofNon-Emergency Maintenance Schedule
0
25
50
75
100
1st Qtr 2nd Qtr
FY 2008
% o
f Not
ificat
ions
Com
plet
ed
AchievedGoal – 100%
11
Communication
0
25
50
75
100
OCT NOV DEC JAN FEB MAR
FY 2008
% o
f Not
ificat
ions
With
in 2
Hou
rs o
f Disc
over
y
AchievedGoal – 95%
Global Application Issues
12
Communication
0
25
50
75
100
OCT NOV DEC JAN FEB MAR
FY 2008
% o
f Not
ificat
ions
Com
plet
ed
AchievedGoal – 95%
Planned Outages
13
Communication
0
25
50
75
100
1st Qtr 2nd Qtr
FY 2008
% o
f Iss
ues
Addr
esse
d
AchievedGoal – 75%
Application Issues Addressed Timely
14
Communication
0
20
40
60
80
100
1st Qtr 2nd Qtr
FY 2008
% o
f SPR
s
AchievedGoal – 80%
Software Problem Reports (SPRs) Reviewed
15
Communication
0
20
40
60
80
100
1st Qtr 2nd Qtr
FY 2008
% o
f Tim
ely
Notifi
caat
ion
of Im
pact
AchievedGoal – 90%
Global Application Issues
16
Payroll Payments
0
25
50
75
100
PP19 PP20 PP21 PP22 PP23 PP24 PP25 PP26 PP01 PP02 PP03 PP04 PP05 PP06
Calendar Year Pay Periods for FY 2008
% o
f Em
ploy
ees
Paid
AchievedGoal – 99.9999%
Salary Payments Issued on Payday
17
Payroll Operations Support
0
25
50
75
100
OCT NOV DEC JAN FEB MAR
FY 2008
Perc
enta
ge A
vaila
ble
AchievedGoal – 98%
Help Desk Availability
18
Payroll Operations Support
0
20
40
60
80
100
OCT NOV DEC JAN FEB MAR
FY 2008
% o
f Cal
ls An
swer
edW
ithin
30
Seco
nds
AchievedGoal – 80%
Calls Answered Within 30 Seconds
19
Payroll Operations Support
0
20
40
60
80
100
OCT NOV DEC JAN FEB MAR
FY 2008
% o
f Firs
t Cal
l Res
olut
ion
AchievedGoal – 70%
First Call Resolution
20
Payroll Operations Support
0
20
40
60
80
100
OCT NOV DEC JAN FEB MAR
FY 2008
% o
f Writ
ten
Inqu
iries
AchievedGoal – 90%
Resolution of Written Inquiries
21
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 perschedule - 95% of TMGT Tables are updated within5 business days from receipt
• Continue to Listen to our Customer• SLA Modification Requests –
– Final Call for Revisions, Clarifications, or Changesto the FY09 PPS SLA. Please send your commentsto [email protected] by April 30th
– Input was received from 1 department/agency(Treasury) to date