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1. Service Level Agreement 2008 NFC provides SLAs for its major lines of business. This past year we reviewed the SLAs and based on customer requests and our own internal needs we made several modifications.NFC provides SLAs for its major lines of business. This past year we reviewed the SLAs and based on customer requests and our own internal needs we made several modifications.
2. Service Level Agreement 2008 Based on Lines of Business Payroll Processing
EmpowHR
Pay Tech
DPRS
CLER NFC provides SLAs for its major lines of business. This past year we reviewed the SLAs and based on customer requests and our own internal needs we made several modifications.NFC provides SLAs for its major lines of business. This past year we reviewed the SLAs and based on customer requests and our own internal needs we made several modifications.
3. 2008 SLA Modifications Customer relationship management
Customer pricing
SLA corresponds to customer bill
Termination of Services
Performance Metric
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; NFCs Home Page, and NFCs 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 W2s 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.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; NFCs Home Page, and NFCs 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 W2s 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.
