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HR Key Measurements - HR Critical Service Levels

By Stephanie Lewis,2014-11-24 08:44
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HR Key Measurements - HR Critical Service Levels

A complete set of Key Measurements is included in this document. In drafting your Key Measurements,

    please select only those measures applicable to the scope of services outsourced for your organization.

Service Center Contacts SCD+Mos* Expected Minimum Window

    Abandonment rate 0 3.00% 5.00% Monthly

    Calculated as the number of telephone calls to Service Center that were answered within 45 seconds from the time caller selected the option to speak to a live agent divided by the total number of calls where caller selected the option to speak to a live agent.

    First contact resolution 0 85.00% 80.00% Monthly

    Calculated as the number of Service Center contacts (calls or emails) resolved on the first contact divided by the total

    number of Service Center contacts.

    NOTE: Service provider and buyer have shared responsibilities to ensure customer service representatives have appropriate tools and a knowledge base to answer employee and participant inquiries.

    Interaction reliability 0 95.00% 85.00% Monthly

    A single measure that reflects the accuracy, completeness and quality of selected interactions with the Service Center as defined by a mutually agreed upon evaluation and scoring methodology. This measure is completed via observation of a

    sample population of calls - the sample population shall be mutually agreed upon by service provider and buyer.

    NOTE: The service provider should have a standard observation program and scoring methodology to be followed. This will help control costs and ensure consistent performance monitoring of the service team. The observation program should include the following elements: accurate identification of issue to be resolved, following established methodologies, providing the correct information to the caller, and call management (soft skills). Finally, topics without knowledge base content should be excluded from the measurement.

    Information Technology ASM SCD+Mos* Expected Minimum Window

    Problem resolution satisfaction 0 97.00% 95.00% Monthly

    Calculated as the number of responses that are "satisfied" or "very satisfied" divided by the total number of responses to a user satisfaction survey measuring IT help desk support. NOTE: Optional in the event there is no separate service center.

    Application support responsiveness 0 3.00% 5.00% Monthly

    Calculated as the number of tickets "re-opened" divided by total number of tickets. Measures timeliness and accuracy of IT support function. Measures “tickets” that are completed and that required re-work or correction following completion (i.e.,

    tickets that are re-opened).

    Problem resolution satisfaction 0 85.00% 80.00% Monthly

    Calculated as the number of responses that are "satisfied" or "very satisfied" divided by the total number of responses.

    Measures satisfaction with IT support function. Measure by “help desk” survey upon closure of IT help desk ticket.

    *SCD+Mos = The commencement of obligations with regard to each service level shall commence on latter of either the Service Commencement Date (SCD) or the number of months after the SCD stipulated here.

Copyright ? 2010, Human Resources Outsourcing Association Page 1 of 4

A complete set of Key Measurements is included in this document. In drafting your Key Measurements,

    please select only those measures applicable to the scope of services outsourced for your organization.

Response time TBD 98.00% 95.00% Monthly

    The calculation may vary depending on the technology deployed for; however usually expressed in terms of response

    within XX seconds. Measures response time of critical/key HR applications.

    NOTE: The Service Level may be adjusted when there are any significant changes in the configuration of the system which may have an effect on response time. This Service Level requires care in defining as it truly needs to reflect what which is within the service providers capability to influence. There are factors outside of the service provider’s responsibility influencing the response time being experienced by the end user. This often is supplemented by contractual language that states if response time issues are experienced the service provider will provide resources to help troubleshoot the end-to-end issues.

    Completion time for user authorizations TBD 99.50% 98.00% Monthly

    Measures time to respond to requests for User Authorizations for access to systems.

    Accuracy of administering user authorizations TBD 97.00% 95.00% Monthly

    Measures the accuracy of the user authorization requests (i.e., no re-work required).

    Data Management and Reporting SCD+Mos* Expected Minimum Window

    Employee data management (EDM) transaction processing accuracy 0 99.50% 98.00% Monthly

    Calculated as the number of EDM service requests (table maintenance, data corrections, etc.) processed accurately

    divided by the total number of EDM service requests in the measurement window.

    NOTE: This metric encompasses mass uploads and not individual updates which would be covered under the Transaction Processing Timeliness and Accuracy metrics.

    Employee data management (EDM) transaction processing timeliness 0 99.50% 98.00% Monthly

    Calculated as the number of EDM service requests (table maintenance, data corrections, etc.) processed within the agreed schedule divided by the total number of EDM service requests in the measurement window.

    NOTE: This metric encompasses mass uploads and not individual updates which would be covered under the Transaction Processing Timeliness and Accuracy metrics.

    Scheduled reporting timeliness 0 99.00% 97.00% Monthly

    Calculated as number of standard reports delivered or available per the agreed schedule divided by total number of standard reports scheduled for delivery in the measurement window.

    NOTE: This metric includes all scheduled reports including standard and custom reports.

    Customer Satisfaction SCD+Mos* Expected Minimum Window

    Level of satisfaction buyer contacts 0 80.00% 75.00% Quarterly

    or semi-Percentage of surveyed HR Professionals indicating “overall satisfaction”, using a 5-point scale, where 5 represents annually completely satisfied and 1 represents completely dissatisfied and “overall satisfaction” is defined as the top 2 box responses. Calculated as number of respondents indicating “overall satisfaction”, divided by total number of respondents.

    NOTE: Metric is a lagging indicator of service problems. It is beneficial for trending purposes but should not replace regular and recurring status meetings between service provider and buyer. Surveys are recommended to be completed quarterly or semi-annually.

    *SCD+Mos = The commencement of obligations with regard to each service level shall commence on latter of either the Service Commencement Date (SCD) or the number of months after the SCD stipulated here.

Copyright ? 2010, Human Resources Outsourcing Association Page 2 of 4

    A complete set of Key Measurements is included in this document. In drafting your Key Measurements,