Monthly 5 FSSA-OMPP ISDH-HIV Eligibility for MA & TANF Annually; Monthly A 6 ISDH-HIV FSSA-OMPP HIP eligibility Monthly A 7 FSSA-OMPP MA ages 0-18 Monthly A 8 FSSA-OMPP MA ages 0-18 Monthly A 9 FSSA-OMPP ISDH-Lead Blood lead data match (2-way) Monthly A 10 FSSA-OMPP ISDH-Lead Blood lead data match (2-way) Real-time A 11 ISDH-Vital Records FSSA-DFR Newborn records Weekly B 12 ISDH-Vital Records FSSA-DFR Newborn records Daily B 13 FSSA-DFR ISDH-WIC Medicaid, SNAP and TANF eligibility Monthly B 14 ISDH-Vital Records FSSA-Audit Birth and Death records Upon request B 15 ISDH-Vital Records FSSA-Estate Recovery Death records Monthly B 16 ISDH-Vital Records FSSA-DMHA Death records Daily B 17 ISDH-Vital Records FSSA-DDRS (BQIS) Death records Upon request B 18 ISDH-Vital Records FSSA-Aging (QAQI) Birth and Death records Daily B 19 ISDH-Vital Records FSSA-Aging (CaMSS) Death records Monthly B 20 FSSA-OMPP Tobacco Cessation Quitline Monthly A 21 FSSA-OMPP Tobacco Cessation Quitline Monthly A 22 ISDH-Vital Records FSSA-OMPP Mortality Monthly A 23 IDVA FSSA-DFR Monthly Draw Packet Monthly; B 24 IDVA FSSA-DFR Quarterly TANF Grant Outcome Reports Quarterly B 25 FSSA IDVA DFR Client Data Monthly B 26 DWD FSSA-DFR Monthly Draw Packet Monthly B 27 DWD FSSA-DFR Quarterly TANF Grant Outcome Reports Quarterly B 28 DCS FSSA-DFR Monthly Draw Packet Monthly B 29 DCS FSSA-DFR Quarterly TANF Grant Outcome Reports Quarterly B 30 DCS FSSA-DFR Annual TANF Grant Outcome Report Annually B 31 DOC FSSA-DFR Inmate Eligibility Upon B
consistent basis could have a significant impact on compensation levels to the Contractor (please see Performance-Based Withholds in Section 9). Maintenance and Operations Service Levels The following are service levels for the M&O services. All service levels will be reported monthly to the State in a written report, per Section 5.6. Validation of the SLAs will be conducted by the State and/or the OV&V Contractor, and each Contractor must provide any supporting documentation requested as part of validation activities. The Contractors shall provide full transparency via designated Local Area Network (LAN) for the State staff to access all materials and work products associated with the EDW, including but not limited to staff time reports, staff status reports, staff calendars, agendas, meeting notes, charters, and SSDW Request Tracker. Resolution Timeliness (User Requests/Incidents/Defects/Bugs) The table below provides a description of four severity codes that apply to items such as user requests, incidents, defects, and bugs. The severity code for each item will be assigned by the State, but may be adjusted based on discussions with each Contractor. Severity Code Definition 1 A problem has made a Critical function unusable or unavailable, and no workaround exists. 2 A problem has made a Critical function unusable or unavailable, but a workaround exists. or A problem has made an Important function unusable or unavailable, and no workaround exists. 3 A problem has diminished Critical or Important functionality or performance, but the functionality still performs as specified in the user documentation. 4 A problem has diminished Supportive functionality or performance. The table below provides descriptions for each type of function. Function Type Description Examples Critical These functions are critical to ensuring services are able to be provided to clients within the State of Indiana, in turn impacting User Data submission to IMAR / T-MSIS for Federal (CMS) Reporting Data extract submission to other vendors (Milliman, Truven, Optum Rx, etc.) to support their critical functions
SLA# Key Service Level Agreement Threshold for Compliance (Reported Monthly) Scope 1 System Uptime. Maintain system uptime against a 24-hours per day, 7 days per week operating schedule, excluding maintenance time. Note: Any maintenance exceptions should be either for a standing window (such as 2:00 A.M. to 4 A.M. on Sundays) or require written pre-approval from the State. 99.99% uptime other than scheduled maintenance time A 2 Response Timeliness. Provide response time compliance for user requests, incidents, defects, and bugs based on Severity Code timeliness standards outlined in Section 9.2.2. 98% of total measured response times are met For example, if there are 25 items opened in a month, that equates to 100 response time measurements (25 items X 4 response stages). The Contractor must meet the response times for at least 98% of these measurements in the month. A, B 3 Resolution Timeliness. Resolve opened incidents in the required timeframes to the satisfaction of the State 99% of opened incidents resolved on time A, B 4 Extracts Accuracy/Timeliness. Conduct inbound and outbound file exchange in accordance with approved requirements accurately and on time 100% of total measured inbound and outbound exchanges reports are accurate and completed on time* Any detected inaccuracies will be corrected on a schedule based on critical nature of the deviation as determined by the State A, B 5 Recurring Reports Accuracy/Timeliness. Produce recurring reports in accordance with approved requirements accurately and on time (Any unapproved deviation from timeliness and accuracy standards will be corrected on a schedule based on critical nature of the deviation as determined by the State) 100% of reports are accurate and delivered on time* A, B
6 Ad Hoc Reports Accuracy/Timeliness. Produce ad hoc reports in accordance with timeline associated with the State’s assigned level of urgency – see Section 3.2.3.5 (Any unapproved deviation from timeliness and accuracy standards will be corrected on a schedule based on critical nature of the deviation as determined by the State) 100% of reports are accurate and delivered on time* A, B 7 Work Product Compliance. Ensure work products comply with all standards identified in the RFP. (Any unapproved deviation from standards will be corrected within ten (10) calendar days of detection by vendor or State) 100% compliance, unless otherwise approved by the State A, B 8 Security Incident Notification Timeliness. Security Incidents shall be made known to the FSSA Privacy & Security Office and the Data & Analytics team within fifteen (15) minutes of when Contractor discovered the Security Incident. Please see Section 12 of Attachment B for the definitions of “Security Incident”, “discovered”, and “discovery”. 100% compliance, as measured by time elapsed from Security Incident discovery A, B 9 Privacy and Security Compliance. Compliant with key federal laws and regulations (e.g. ADA, OSHA, Medicaid, SNAP, TANF, IRS, SSA, etc.), Indiana Law, MARS-E, and HIPAA requirements for privacy and security in all activities. Please see Section 12 of Attachment B for the definition of “breach” and additional relevant information. No incidents of non-compliance. (Any incidents of non-compliance discovered by or reported to the State shall be cured by the Contractor within 30 calendar days upon notice by the State; satisfactory failure to cure would subject the Contractor to the Withhold established below and repeated failures to cure would be for termination of the agreement.) A, B * If an error is identified by a State or representative on a data extract or report, and it is confirmed by another State or another representative as an avoidable error, then that error will be sent to the D&A team and logged as an inaccuracy for the month. Withhold Amount and Conditions During each month of the contract, the State will withhold 10% of that month’s fees as listed in the contract. The State will evaluate service level noncompliance monthly. If two (2) or more service levels as defined in Sections 9.2.3.a are not reached for any given month, the