# Presentation: 694417

## Service Level Agreement2008

**Notes:**
NFC provides SLA’s for its’ major lines of business.  This past year we reviewed the SLA’s and based on customer requests and our own internal needs we made several modifications.

## Service Level Agreement2008

**Based on Lines of Business****	**

**Payroll Processing**
**EmpowHR**
**Pay Tech**
**DPRS**
**CLER**

**Notes:**
NFC provides SLA’s for its’ major lines of business.  This past year we reviewed the SLA’s and based on customer requests and our own internal needs we made several modifications.

## 2008 SLA Modifications

**Customer relationship management**
**Customer pricing**
**SLA corresponds to customer bill**
**Termination of Services**
**Performance Metric**

**Notes:**
Intro: Two important reasons we made major modifications to the SLAs this year were to
 standardizing the SLA across our business lines and meet our customer needs.  These modifications included:

 Customer Relationship Management – is an important part of our business.  Our customers asked for better communication, this section of the SLA addresses customer requests and customer communication.
(CMB is responsible for monitoring/ensuring all requests are given priority)
(Several communication tools – notify customer directly via Customer.Service@usda.gov; NFC’s Home Page, and NFC’s reporting center).
Customer Pricing – Customers and our internal staff wanted to provide a very clear description of how baseline services are charged (W2 versus actual usage).  This section provides a clear description of services that are charged based on W2’s and those charged based on actual usage.
SLA corresponds to Customer Bill – Again the customer and internal staff asked for clarity on their overall charges. The baseline service sections provide a better description and directly relates to the customer bill.
Termination of Services – This is a sensitive issue that needed to be included in our SLA. We updated the SLA to include RIF and Transition of Services
Performance Metric – Based on requests from our customers, the performance metric section was completely rewritten.  We will look at this section next.

## Slide 4

| Measure | Definition | Metric | Frequency | Metric Report |
| --- | --- | --- | --- | --- |
| Quality Assurance | According to the National Finance Center (NFC) Policy,
the appropriate organizations will validate/verify that 
system changes affecting payroll are tested.
 | 100% of planned system changes have been validated/verified or a waiver obtained.
 | Quarterly
 | Metric Met = YES, 100%

Requests Received =  236 

Requests Tested =  212 

Requests Waived/ 
Emergency  =  24 
 |
| Disaster Recovery (DR) 
Continuity of Operations Plan | Communicate DR operations plans to customers.
NFC to conduct annual drills. | Customers are notified no less than 30 days prior to planned drill. | Semi Annual | No drills were conducted during the first quarter.   |

## Slide 5

| Measure | Definition | Metric | Frequency | Metric Report |
| --- | --- | --- | --- | --- |
| System Changes | Regulatory, mandated applications changes are completed per schedule. | 75% of the changes are implemented within originally scheduled release date. | Quarterly | Metric Met = YES, 100%

Projects Scheduled = 8

Projects Implemented on Schedule = 8

Projects Implemented Late = 0
 |
| System Changes
 | Table Management (TMGT) updates are completed per schedule.
 | 95% of TMGT Tables are updated within 5 business days from receipt.
 | Quarterly
 | Metric Met = YES, 99%

Projects Scheduled = 3,359

Projects Implemented on Schedule = 3,345

Projects Implemented Late = 14
 |

## Slide 6

| Measure | Definition | Metric | Frequency | Metric Report |
| --- | --- | --- | --- | --- |
| Security
 | NFC major applications meet National Institute of Standards and Technology requirements andFederal Government requirements for systems containing sensitive but unclassified data.
 | 100% of all Certification and Accreditation (C&A) documents for major applications are current.
 | C&A is completed every 3 years or sooner, in accordance with published guidelines.
 | Metric Met = YES, 100%
Accreditation letter dated November 26, 2007
 |

## Slide 7

| Measure | Definition | Metric | Frequency | Metric Report |
| --- | --- | --- | --- | --- |
| Security
 | User access granted.
 | 95% of time for a complete, accurate request received by NFC, Information Systems Policy Control Staff (ISPCS):-10 or less user identifications (ID) within 5 business days,-11-40 user Ids within 10 business days,-41-50 user Ids within 30 business days,-Greater than 50 user IDs are considered a project and the timeframe will be negotiated between NFC and Agency.
 | Quarterly
 | Metric Met = No, 90%
-10 or less user IDs - 4,378 submitted, 3,299 completed per metric 79%
-11-40 user IDs - 34 submitted, 30 completed, 92%
-41-50 user IDs - 1 submitted, 1 completed, 100%
Justification = RIF, mandated password, and special reporting caused resources to be reallocatedto handle these top priorities.Corrective Action = Implementation of Role-Based Security and filling vacancies 
 |

## Slide 8

| Measure | Definition | Metric | Frequency | Metric Report |
| --- | --- | --- | --- | --- |
| Communication
 | NFC Holiday Schedule.
Processing of non-emergency system maintenance schedule is published.
 | Customer notification and E-Bulletin  is updated5 business days in advance.
NFC Home Page is updated5 business days in advance.
 | As Issued
 | Metric Met = YES, 100%Notification Received = 15Notifications Completed per metric = 15
Metric Met = No, 45%Notifications Received = 11Notifications Completed per metric = 5Justification = Maintenance schedules are confirmed on the Thursday prior to maintenance weekend.  (2 days in advance)Corrective Plan - Effective 1/28/08, the Event Calendar on the new web site will publish tentative timeframes for every year.  Changes to the tentative times will be published as they occur.
 |

## Slide 9

| Measure | Definition | Metric | Frequency | Metric Report |
| --- | --- | --- | --- | --- |
| Communication
 | Communication of global application issues.
 | For 95% of occurrences, upon first discovery, notification is made within a maximum of 2 hours during established business hours.
 | Monthly
 | Metric Met = No, 84%
Notifications Received = 25
Notification Completed per metric = 21.
Justification  = Additional research needed on issue required more than 2 hours.Corrective Plan = Internal procedures will be reviewed.
 |
| Communication
 | Timely notification of planned outages.
 | For 95% of occurrences, upon first discovery, notification is made within a maximum of 2 hours during established business hours.
 | Monthly
 | Metric Met = Yes, 100%
Notifications Received = 1 
Notification Completed per metric = 1  
 |

## Slide 10

| Measure | Definition | Metric | Frequency | Metric Report |
| --- | --- | --- | --- | --- |
| Communication
 | Application issues are addressed timely.
 | 75% of corrections are implemented prior to the next processing of PAYE.
 | Quarterly
 | Metric Met =   YES, 80%
Corrections Received =  5
Corrections Completed per metric =   4
Corrections Not Completed per metric = 1
Justification  = Having difficulty in isolating the source of the problem.
 |
| Communication
 | Software Problem Reports(SPRs).
 | 80% of SPRs are reviewedwithin 14 business days.
 | Quarterly
 | Metric Met = YES, 98%

SPRs Received = 204

SPRs Reviewed = 201

SPRs NOT Reviewed = 3
 |

## Slide 11

| Measure | Definition | Metric | Frequency | Metric Report |
| --- | --- | --- | --- | --- |
| Communication
 | Timely notification of impactof global application issues.
 | 90% of occurrences, documentation is provided within 2 business days.Notification includes as much information as possible (scope of problem and proposed solution).
 | Quarterly
 | Metric Met = YES, 100%
Notifications Received = 20
Notifications Completed per metric = 20
 |

## Slide 12

| Measure | Definition | Metric | Frequency | Metric Report |
| --- | --- | --- | --- | --- |
| Payroll Payment
 | Salary payments (excluding manual payments) are issued and available to employee per scheduled payday.
 | 99.9999% are issued per scheduled payday.
 | Biweekly
 | Metric Met = YES, 99.9999%PP19 Paid = 593,603PP19 Unpaid = 899%PP20 Paid = 591,554PP20 Unpaid = 699%PP21 Paid = 593,771PP21 Unpaid = 799%PP22 Paid = 592,972PP22 Unpaid = 599%PP23 Paid = 589,353PP23 Unpaid = 699%PP24 Paid = 591,542PP24 Unpaid = 699%
 |

## Slide 13

| Measure | Definition | Metric | Frequency | Metric Report |
| --- | --- | --- | --- | --- |
| Payroll Operations Support Help Desks
 | Availability of Payroll Personnel System (PPS) Call Center.
 | 98% availability during business hours (8 a.m. - 4 p.m. C.S.T.)on business days.
 | Monthly
 | Metric Met = YES, 100%
 |
| Payroll Operations Support Help Desks
 | PPS call Center Service Level
 | 80% of calls answered within30 seconds.
 | Monthly
 | Metric Met = YES, 82%December = 81% of 4,724 calls were answered within the 30 seconds.
November = 84% of 5,074 calls were answered within the 30 seconds.
October = 81% of the 5,100 calls were answered within the 30 seconds.
 |

## Slide 14

| Measure | Definition | Metric | Frequency | Metric Report |
| --- | --- | --- | --- | --- |
| Payroll Operations Support Help Desks
 | First Call Resolution
 | 70% of calls where issue is resolved on the first call.
 | Monthly
 | Metric Met = YES, 97%December = 97% (4,999 of 5,100) calls resolved on first call
November = 98% (5,001 of 5,074) calls resolved on first call
October  = 97% (4,612 of 4,724 ) calls resolved on first call
 |
| Payroll Operations Support Help Desks
 | Resolution of written inquiries.
 | 90% completed within 7business days.
 | Monthly
 | Metric Met = YES, 95%December  = 90%, 90 received, 81 completed within metric, 9 exceeded metric 
November = 95%, 67 received, 64 completed within metric, 3 exceeded metric
October =  100%, 98 received, 98 completed within metric
 |

## Future Modifications

**Privacy of Data **
**Performance Metric**
**Listen to our Customer**
**SLA Modification Requests **

**Notes:**
Intro -  Every year we are now reviewing the SLAs looking at ways we can improve them.
Privacy of Data – clarify and strengthen the verbiage to better communicate responsibilities in this area
Performance Metric – continue to improve internal processes to demonstrate we are meeting your needs
Continue to listen to your needs and improve our working relationship
SLA Modification Requests can be sent via email to Marcia Curole, Chief of the Management Support Office by March 17, 2008.  These requests will be reviewed and considered for the FY2009 SLA.