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Service Level Agreement 2008 - PowerPoint PPT Presentation


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Service Level Agreement 2008. Service Level Agreement. Based on Lines of Business . Payroll Processing EmpowHR Pay Tech DPRS CLER. Quality Assurance. Goal – 100%. Achieved. Disaster Recovery/COOP Drills. Drills Conducted/Customers Notified. Regulatory and Mandated System Changes.

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Presentation Transcript
service level agreement
Service Level Agreement

Based on Lines of Business

Payroll Processing

EmpowHR

Pay Tech

DPRS

CLER

quality assurance
Quality Assurance

Goal – 100%

Achieved

disaster recovery coop drills
Disaster Recovery/COOP Drills

Drills Conducted/Customers Notified

slide7

Security – All Certification and Accreditation (C&A) documents for major applications are currentC&A Certification – Must be completed every 3 years.Accreditation Letter Dated November 26, 2007

security user access granted
Security - User Access Granted

96%

96%

88%

75%

Goal – 95%

10% or less Achieved

11-40% Achieved

41-50 % Achieved

communication
Communication

NFC Holiday Schedule

Goal – 5 businessdays in advance

Achieved

communication1
Communication

Global Application Issues

Goal – 95%

Achieved

communication2
Communication

Planned Outages

Goal – 95%

Achieved

communication3
Communication

Application Issues Addressed Timely

Goal – 75%

Achieved

communication4
Communication

Software Problem Reports (SPRs) Reviewed

Goal – 80%

Achieved

communication5
Communication

Global Application Issues

Goal – 90%

Achieved

payroll payments
Payroll Payments

Salary Payments Issued on Payday

Goal – 99.9999%

Achieved

payroll operations support
Payroll Operations Support

Help Desk Availability

Goal – 98%

Achieved

payroll operations support1
Payroll Operations Support

Calls Answered Within 30 Seconds

Goal – 80%

Achieved

payroll operations support2
Payroll Operations Support

First Call Resolution

Goal – 70%

Achieved

payroll operations support3
Payroll Operations Support

Resolution of Written Inquiries

Goal – 90%

Achieved

ongoing efforts
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 marcia.curole@usda.gov by April 30th
    • Input was received from 1 department/agency(Treasury) to date