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A Strategic Guide with insight from THE CENTER FOR DIGITAL GOVERNMENT

The city also incorporates awards into the con- tract to help provide incentives for the vendor to exceed performance levels.

Indianapolis and Marion County analyze the SLA monthly. If the vendor falls below the metric established in the contract for two consecutive months, the vendor is penalized. This process enables the vendor and organization to moni- tor performance and right the problems before they become an issue.

Governments use rewards are useful incentives to provide long-term benefits. In the private sector, businesses reward their employees who are managing the outsourcing contract. Tools such as goal-aligned bonus packages, reward them for company success and partner success. In addition, a bonus is provided for effectively responding to change.

EXAMPLES OF SERVICE LEVEL AGREEMENTS

System Availability

Percentage of time the systems are available for use during sched- uled uptime

Monthly

Online Transaction Response Time

Length of time for online systems to process request and return data to end- user’s screen

Monthly

Backup Completion

Percentage of time that backups must be completed successfully. Backups must be verified and re-run if not successful

Monthly

NAME OF SLA

Data Center Services:

Local Area Network:

DEFINITION

MEASUREMENT PERIOD

PERFORMANCE TARGET

99.9%

95% within 2 seconds 99% within 5 seconds

99%

Length of time host sys- tems and networks transmit and process request and return data to end-user’s screen

Monthly

Length of time for caller to reach a live human voice

Monthly

All calls resolved during initial call to Customer Support Services

Monthly

Length of time between password reset request and completion

Monthly

95% within 5 seconds 99% within 10 seconds

90% within 90 seconds 99% within 180 seconds

49%

95% within 30 seconds 99% within 60 seconds

Indianapolis and Marion County incorporated “gain sharing” into their contract to motivate and reward vendor innovation. The contract states that “any change initiated by provider resulting in the savings or improved services benefiting city/county entitles provider to earn an account credit equal to a percentage, not to exceed 25 percent of the actual savings or demonstrated value in improved services for a period of 12 months, after which all further savings or enhanced value shall be realized by city/county.”

Transaction Response Time

Help Desk:

Call Waiting

First Call Resolution

Password Resets

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