HomeMy WebLinkAboutexhibit 2 - service level agreementEXHIBIT A
SERVICE LEVEL AGREEMENT
The City and County agree that the Scope of Services contemplated by the Agreement is based
on the following:
3-1-1 Regional Answer Center
1.0 County and City staff are currently working on the implementation of a 311 Answer
Center. The Answer Center will be an integrated multi -channel communications center that
routes, manages, records, and reports on citizen interactions. The primary communication
channel is telephony other channels include web, e-mail, and advance telephony systems to
manage high volumes of transactions and deliver consistent integrated customer service.
1.1 The County will manage and operate the 3-1-1 Answer Center for the duration of this
agreement. The Answer Center will be staffed with universal Answer Center Specialists
capable of handling calls for both the County and City, providing efficient and accurate
service, with little or no time spent on hold or waiting for a response. The Answer Center
will utilize five performance standards based on similar benchmarked data of other 3-1-1
Centers across the Country to determine its customer service performance. The five
performance standards for FY 03-04 budget cycle with the Max/Min acceptable targets are
Average Speed to Answer (40 Sec Max), Average Abandoned Rate (6% Max), and
Average Time in Queue (55 Sec Max), % Resolution on First Contact (65% Min) and
Quality Rating (QR) on Calls (80% Min) with the County and City jointly developing the
Quality Rating process. The quality rating standard will be based on a minimum of five
call observations per specialist; per month. These statistics will be captured and reported on
an hourly, daily, weekly and monthly basis and the targets will be set by mutual consent
coincident with each budget cycle.
1.2 The County will monitor the five performance standards and their targets established in 1.1
for the 3-1-1 Answer Center and will take corrective action to address performance issues
when any of the performance standard targets exceeds the established threshold averaged
over one month, The County has thirty (30) days to analyze the cause of the performance
problem and an additional thirty (30) days to cure. If after ninety days, the performance
problems persist, the County and City will jointly develop a mutually agreed upon
corrective action plan within thirty (30) days to affect change. If at anytime the County
determines that its lack in performance is due to factors related to the City's support of the
process or higher than estimated call volumes, the City and County will meet to develop a
mutually agreed upon corrective action plan which could include requesting the City to
improve its response time to their 311 requests or improving the quality of their
information reference, or Knowledge Base, or reducing un-forecasted call volumes until
they can be forecasted within the next budget cycle.
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1.3 Many factors contribute to the overall performance of the 3-1-1 Answer Center. Therefore,
the City will assist the County by providing call volume forecasts by type (Knowledge
Base, Information & Referral, and Service Request) on an annual basis coinciding with the
County's budget cycle (December). In addition, the performance standards will be
evaluated and set on an annual basis. The City will also identify any changes in the
requirements or departments participating in the 3-1-1 process. The City will ensure that
service requests taken by a 3-1-1 Answer Center Specialist are resolved in a timely manner.
The City will keep the County informed of any new developments, anticipated use or
impact upon the 3-1-1 Answer Center throughout the fiscal year.
1.4 The County will provide, upon request, any and all recorded data of City of Miami
Citizen's interactions with the call center, and work with the City to resolve any identified
problems or quality issues on a specific call or calls in a timely manner.
1.5 Termination of this agreement as set forth in the inter-local/or exhibit A (Service Level
Agreement) shall include but not limited to failure of either party to meet the performance
standards, obligations and or responsibilities as identified within this agreement which
remain uncured following thirty (30) days written notice from the County or City.
Knowledge Base
2.0 The 3-1-1 Answer Center Specialist will utilize Motorola's CSR System containing a central
database called "knowledge base", to deliver information about the City and its services.
The City will keep the "Knowledge Base" current. The County upon discovering any
inaccurate information or the need for information within the knowledge base, the City will
respond in a timely manner. If the Answer Center's performance is affected, the County
and City will jointly develop an action plan to address the need.
Service Request
3.0 The automated system manages and distributes work from the 3-1-1 Answer Center
Specialist to fulfillment, and uses business rules to help better understand and improve the
effectiveness of service delivery as well as the encounter between the government and a
citizen.
3.1 The City will utilize the same process to configure its Service Requests as the County has
used for it Departments. The City will be supported by one week of configuration manager
training followed by 2 weeks of on -site support and 40 hours of telephone support for each
phase I department. The support will be provided by a combination of County and
Motorola personnel. The City phase one departments to be included in the Go Live Date
are Parks, Purchasing, Planning & Zoning, Net, Code Enforcement, Solid Waste, CATV,
and Public Works. Police non -emergency will be configured according to approved answer
flows.
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3.2 The City shall be responsible for ensuring that City personnel are properly trained, City
departments will follow up on Service Requests, and recommend business process
improvements. The business process improvements will be jointly developed with Answer
Center Staff as well as after a training program.
3-1-1 Answer Center Hardware and Software
4.0 The County will be responsible for all initial and on -going maintenance costs associated
with hardware, software and telephony systems in the 3-1-1 Answer Center for the duration
of this agreement and will meet the system performance parameters as follows:
Measure
Metric
Target
Comments
System performance
Average Transaction
Response Time
The following transactions will be
measured over a 24-hour period
from 12:00 AM to 12:00 AM on a
daily basis:
• 90% of Query transactions
will be less than or equal to
1,5 seconds when the user
has selected a Service
Request Type, the Service
Request status is Open, and
the result has a set of 20
records or less.
90% of Insert/Update transactions
performed via the Service
Request Intake Form will be
less than or equal to 1.5
seconds.
90% of Login transactions will be
less than or equal to 1.5
seconds.
Query, Insert/Update and Login Transactions
represent the majority of transactions
performed by users of the system,
Notably absent is "Report" generation. The
transaction time to develop a report Is
dependent on the number of variables the
report is constructed of and the volume of
records being aggregated, as such, it is
impossible to predict accurate response
times.
System availability
(Excludes wide area
network link
availability; thus,
measured within
Counties Local area
network)
System available for use
• 99,9% Availability with High
Availability failover within 15
minutes, unless Database hit,
which negates !allover
Twelve (12) hours of scheduled maintenance
per calendar quarter will be scheduled but
may not be required. Scheduled maintenance
will be scheduled jointly with the city to
minimize operational impact.
Database reorganizations could require eight
(8) hours of scheduled outages as often as
they are scheduled.
Network Availability
Wide Area Network link
available (e,g., T1 Line)
• 99,9%
GIS Refresh
Average time to upload GIS
layer
• 85% Mapping Capability
• New GIS Layers will be loaded within one
week time period.
• Refresh to GIS layers will not take longer
than 2 business days to update.
Problem Management
Severity Level 1 Problem
Resolved
Severity Level 2 Problem
Resolved
Severity Level 3 Problem
Resolved
Severity Level 4 Problem
Resolved
• 80% of Severity Level 1
Problems resolved within 4
Hours
• 90% of Severity Level 2
Problems resolved within 12
Hours
• 80% of Severity Level 3
Problems resolved within 5
working days
• 75% of Severity Level 4
Problems resolved within 20
working days
Reported problems will be assigned a severity
level based on the following guidelines. Note,
problems or requests sent via Email are
automatically classified as Priority 4.
Priority Level 1: Most severe; affects
multiple system users. Examples:
System down or application down.
Priority Level 2: Services impacted.
Examples: system degradation or slow
down.
Priority Level 3: Service or system
problems. Examples: LAN connection
down for one node; terminal/printer
reset; technical assistance required for
application or system.
Priority Level 4: Lowest degree of priority;
includes any problems or requests sent
via Email. Examples: New workstation
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The performance parameters identified in 4.0 can be adjusted and replaced with a mutually
agreed upon jointly developed new standard.
4.1 The County's existing Fiber Optic Backbone and Network infrastructure will be utilized
whenever possible. The County will host the Motorola CSR System and develop a unified
standard management approach to computer environments.
4,2 The City will be responsible for the hardware, connectivity and maintenance costs to support
the use of CSR at each of the City's Departments.
4.3 The City and County will jointly develop an interface to two existing automated systems
(Land Management and Complaint Tracking) to Motorola's CSR System within eighteen
(18) months of the official launch date. The City would be responsible to maintain the
interface integrity between Motorola's CSR System and the City's Legacy Systems.
Contractual and Project Management Issues
5.0 The County will manage Motorola's existing contractual obligation through implementation.
Tasks specific to establishing 3-1-1 services for the City will be incorporated into the
County's overall project plan, strategy and implementation timeline. The County will not
advertise, market or officially or unofficially launch the 3-1-1 Answer Center prior to the
testing and incorporation of the approved City departments. This schedule must identify all
of the City/County departments planned for Service Request (SR), Knowledge Base (KB)
deployment, and re -directing of telephone numbers (Tel#s) along with the projected dates for
incorporation of each of these 3 functions (SR&KB&Tel#s) into the Answer Center process.
This schedule must reflect ramping up of knowledge base, service request, and re -directing
of telephone numbers which would impact the Answer Center Operations. The ramp up plan
or strategy would consist of equal parts of County/City departments or a process to alternate
the ramping up of County/City departments. This process can be modified by mutual
consent. The City has 8 SR/KB departments and 12 KB departments in phase one. Police
non -emergency calls will be handled based upon the mutually agreed upon call flows.
5.1 The City will be included in all upgrades, modification, and or improvements to the call
center flinctionality in a manner that is equivalent to other County departments at no charge.
5.2 The County will jointly review with the City the marketing and public education campaign
for the 311 services and any plan will require concurrence of both parties.
5.3 Throughout the duration of this project, all training needs for the City staff and system users
will be provided by the County or Motorola training teams in the same or equivalent manner
as those provided to County staff.
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5.4 The City will assign a representative to serve on the County's Answer Center Project
Steering Committee. The City will appoint Department representatives to serve on the
Working Committee.
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