1 / 21

Service Level Agreement 2008

Service Level Agreement 2008. Service Level Agreement. Based on Lines of Business . Payroll Processing EmpowHR Pay Tech DPRS CLER. Quality Assurance. Goal – 100%. Achieved. Disaster Recovery/COOP Drills. Drills Conducted/Customers Notified. Regulatory and Mandated System Changes.

sonya-james
Télécharger la présentation

Service Level Agreement 2008

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Service Level Agreement2008

  2. Service Level Agreement Based on Lines of Business Payroll Processing EmpowHR Pay Tech DPRS CLER

  3. Quality Assurance Goal – 100% Achieved

  4. Disaster Recovery/COOP Drills Drills Conducted/Customers Notified

  5. Regulatory and MandatedSystem Changes Goal – 75% Achieved

  6. Table Management (TMGT)System Changes Goal – 95% Achieved

  7. Security – All Certification and Accreditation (C&A) documents for major applications are currentC&A Certification – Must be completed every 3 years.Accreditation Letter Dated November 26, 2007

  8. Security - User Access Granted 96% 96% 88% 75% Goal – 95% 10% or less Achieved 11-40% Achieved 41-50 % Achieved

  9. Communication NFC Holiday Schedule Goal – 5 businessdays in advance Achieved

  10. Communication Publication ofNon-Emergency Maintenance Schedule Goal – 100% Achieved

  11. Communication Global Application Issues Goal – 95% Achieved

  12. Communication Planned Outages Goal – 95% Achieved

  13. Communication Application Issues Addressed Timely Goal – 75% Achieved

  14. Communication Software Problem Reports (SPRs) Reviewed Goal – 80% Achieved

  15. Communication Global Application Issues Goal – 90% Achieved

  16. Payroll Payments Salary Payments Issued on Payday Goal – 99.9999% Achieved

  17. Payroll Operations Support Help Desk Availability Goal – 98% Achieved

  18. Payroll Operations Support Calls Answered Within 30 Seconds Goal – 80% Achieved

  19. Payroll Operations Support First Call Resolution Goal – 70% Achieved

  20. Payroll Operations Support Resolution of Written Inquiries Goal – 90% Achieved

  21. Ongoing Efforts • Performance Metric #1 and # 4 will be Reported by Department/Agency Beginning 4th Quarter 2008 • Performance Metric #1: Quality Assurance - appropriate organizations will validate/verify that system changes affecting payroll are tested • Performance Metric #4: System Changes - Table Management (TMGT) updates are completed perschedule - 95% of TMGT Tables are updated within5 business days from receipt • Continue to Listen to our Customer • SLA Modification Requests – • Final Call for Revisions, Clarifications, or Changesto the FY09 PPS SLA. Please send your commentsto marcia.curole@usda.gov by April 30th • Input was received from 1 department/agency(Treasury) to date

More Related