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, please select only those measures applicable to the scope of services outsourced for your organization.
Payroll and Distributions SCD+Mos* Expected Minimum Window
Manual payments – timeliness 0 98.00% 95.00% Monthly
Calculated as the number of employee tax reports produced accurately (total number of employee tax reports processed
for the prior year minus those requiring correction due to Service Provider error, divided by the total number of employee tax reports processed for the prior year.
NOTE: Variations of this metric may include limited measurements of manual payments. For example, manual payments resulting from service provider error or manual payments in immediate pay states.
Learning SCD+Mos* Expected Minimum Window
Training effectiveness and measurement 0 98.00% 95.00% Monthly
Calculated as the number of successful Level 1-4 assessment completions divided by the number of Level 1-4
assessments delivered. A successful result shall be defined within the requirements established between the parties for each level of assessment (1-4).
Content design and development – interoperability 0 99.00% 95.00% Quarterly
Defined as e-Learning content courseware's ability to function successfully with LMS infrastructure. Measured as the percentage of e-learning programs being deployed to production without reprogramming to correct functionality errors. The calculation is as follows: the number of e-learning courseware that need to be reprogrammed or fixed to correct
functionality errors, divided by the number of e-learning courseware deployed.
Content design and development – budget/schedule adherence 0 99.00% 95.00% Quarterly
Measured as the percentage of e-Learning programs being deployed to production in adherence to agreed budget and schedule. The calculation is as follows: the number of e-Learning courseware modules that are delivered within the agreed
budget and timeframes, divided by the number of e-Learning courseware modules deployed.
Facilities management 0 99.00% 95.00% Quarterly
Measured as the percentage of facility schedule transactions which conform to buyer's stated requirements. The calculation
is as follows: the number of facility schedule transactions which conform with requirements divided by the total number of facility schedule transactions scheduled during the measurement window, expressed as a percentage.
Recruiting and Staffing SCD+Mos* Expected Minimum Window
Employee retention – RPO 0
Calculated as the number of candidates hired who are still employed by buyer XX days (typical measures are 30, 60 and
90 days based on type of job and job level) after hire date divided by the total number of candidates hired. Another measurement is the impact on first year attrition rate to baseline data. First year impact can range from a 20% to 50%
improvement in retention rates. Measures the effectiveness of the recruiting function, defined as retention of employees beyond an agreed upon time frame (i.e., right candidate was hired for the right job).
NOTE: This measure applies only if the provider is responsible for sourcing and initial screening of applicants.
Diversity of candidate slate – RPO 0 99.90% 99.00% Monthly
Calculated as the number of requisitions containing at least one candidate that meets the agreed diversity guidelines divided by the total number of requisitions. Requires an agreed upon set of guidelines and process for review to ensure
compliance. Measures the effectiveness of the recruiting function in adhering to diversity objectives.
*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 3 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.
Quality of hire 0 95.00% 90.00% Monthly
Calculated as the number of new hires receiving a satisfactory rating divided by total number of new hires. Measures the total number of new hires receiving a "satisfactory" rating by the hiring manager 90 days after date of hire.
0 95.00% 90.00% Monthly Requisitions sourced
Calculated as the number of authorized requisitions sourced within the agreed upon timelines divided by the number of authorized requisitions sourced. Measures the responsiveness of the sourcing function. Identifies a time to source based on type of job.
NOTE: Requires sufficient volume to be relevant.
Note on SaaS Applications
It is important to note that if talent management systems are in scope, then the IT service levels should be included too (e.g. Availability, break/fix response time, etc.). However, most solutions in Talent Management are Service as a Solution (SaaS) and as result, the IT aspect of the delivery may be out of the service provider’s immediate control. As a result, it is
important to discuss how and/or if the service provider contracts with the software providers have IT SLAs that differ from
the overall SLAs.
*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.
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