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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.

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Presentation on theme: "1 Service Level Agreement 2008. 2 Service Level Agreement Based on Lines of Business Payroll Processing EmpowHR Pay Tech DPRS CLER."— Presentation transcript:

1 1 Service Level Agreement 2008

2 2 Service Level Agreement Based on Lines of Business Payroll Processing EmpowHR Pay Tech DPRS CLER

3 3 Quality Assurance Goal – 100%Achieved

4 4 Disaster Recovery/COOP Drills Drills Conducted/Customers Notified

5 5 Regulatory and Mandated System Changes AchievedGoal – 75%

6 6 Table Management (TMGT) System Changes AchievedGoal – 95%

7 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 8 Security - User Access Granted Goal – 95% 10% or less Achieved 11-40% Achieved % Achieved 75% 88% 96%

9 9 Communication Goal – 5 business days in advance Achieved NFC Holiday Schedule

10 10 Communication Publication of Non-Emergency Maintenance Schedule AchievedGoal – 100%

11 11 Communication AchievedGoal – 95% Global Application Issues

12 12 Communication AchievedGoal – 95% Planned Outages

13 13 Communication AchievedGoal – 75% Application Issues Addressed Timely

14 14 Communication AchievedGoal – 80% Software Problem Reports (SPRs) Reviewed

15 15 Communication AchievedGoal – 90% Global Application Issues

16 16 Payroll Payments AchievedGoal – % Salary Payments Issued on Payday

17 17 Payroll Operations Support AchievedGoal – 98% Help Desk Availability

18 18 Payroll Operations Support AchievedGoal – 80% Calls Answered Within 30 Seconds

19 19 Payroll Operations Support AchievedGoal – 70% First Call Resolution

20 20 Payroll Operations Support AchievedGoal – 90% Resolution of Written Inquiries

21 21 Ongoing Efforts Performance Metric #1 and # 4 will be Reported by Department/Agency Beginning 4 th 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 by April 30 th –Input was received from 1 department/agency (Treasury) to date


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