A service level agreement (SLA) defines the level of service you expect when working with IBC, laying out the metrics by which service is measured. Toggle the Areas of Service below to view IBC SLAs and performance results.
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FY 2024 Metrics by Service
| Measure Category | Measure | Performance Metric | Q1 Results | Q2 Results | Q3 Results | Q4 Results |
|---|---|---|---|---|---|---|
| Implementing New Federal Pay and Personnel Regulatory Requirements | Requirements received with sufficient lead time | 100% implementation of all changes within timeframe mandated or work-around solutions mutually agreed to as an interim | 100.00% | 100.00% | 100.00% | 100.00% |
| Implementing New Federal Pay and Personnel Regulatory Requirements | Requirements with a retroactive effective date or when sufficient lead time not provided | 100% implementation of all changes scheduled for an upcoming FPPS Release with work-around solutions mutually agreed to as an interim | 100.00% | 100.00% | 100.00% | 100.00% |
| Payroll Accuracy | Pay and leave processed accurately | 99.8% accuracy based on information received and in IBC’s control | 99.79% | 99.99% | 100.00% | 99.99% |
| Disbursements | Disbursements are made on or before the scheduled process date | 99.9% timely payroll disbursements Definition: Bi-weekly/monthly Payroll schedules are certified in time to meet Treasury cutoffs | 100.00% | 100.00% | 100.00% | 100.00% |
| Disbursements | Disbursements are made on or before the scheduled process date | 99.9% timely payroll disbursements Definition: Employees are paid through the bi-weekly/monthly process when personnel and time & attendance data is provided to the system in a timely manner | 99.99% | 100.00% | 100.00% | 99.99% |
| Reports | External reports/interfaces completed by scheduled due dates | 99% timely reports/interfaces | 100.00% | 100.00% | 100.00% | 100.00% |
| Reports | External reports/interfaces completed by scheduled due dates | 99% accuracy based on information provided Definition: Recipients requirements are met based on data the client agency provides to the system and as the data is stored in the system | 100.00% | 100.00% | 100.00% | 100.00% |
| Benefits Updates | Transmission of employee update files to external benefit providers within established timeframes. Includes: Long Term Care, Flexible Spending Account, Dental/Vision Benefit, Federal Employee Health Benefit files. | 98% timely file submissions | 100.00% | 100.00% | 100.00% | 100.00% |
| Hours of Operation | Payroll staff available Monday through Friday, 7:30 a.m. – 4:00 p.m. Mountain Time (MT); Excluding federal holidays. | 99% available | 100.00% | 100.00% | 100.00% | 100.00% |
| Phone Response | Customer phone calls are answered within 30 seconds | 80% of customer phone calls are answered within 30 seconds Definition: Customer phone calls are answered within 30 seconds | 72.90% | 9.05% | 23.51% | 84.65% |
| Phone Call Abandon Rate | Less than 5% of calls received are abandon by customers. Calls abandoned excludes short abandons (<15 second abandons). | 8.32% | 13.36% | 9.09% | 3.37% | |
| Email Response | Customer's email to the CSC mailboxes are sent an acknowledged receipt within 2 hours | 95% of customer emails to CSC mailboxes are receipt acknowledged within 2 hours. Definition: Remedy generated email to customer when an incident is opened satisfies acknowledgment. | 64.38% | 65.93% | 62.63% | 66.70% |
| Customer Support - Payroll | Customer's payroll issues are resolved or escalated to next Tier Help within 24 business hours or less. | 95%of customer's issues are resolved within 24 business hours or less (this equates to 2 - 3 business days or less) Definition: Tickets are considered resolved when the ticket is closed in the Remedy tracking system. | 98.80% | 99.30% | 98.10% | 97.30% |
| Customer Support - Systems/Application | Customer's systems/applications issues resolved or escalated to next Tier Help within 48 business hours. | 95% of customer's issues resolved within 48 business hours or less (this equates to 4 - 5 business days or less) Definition: Tickets are considered resolved when the ticket is closed in the Remedy tracking system. | 92.51% | 95.19% | 95.05% | 70.89% |
| System Availability FPPS | Production system available Monday through Friday, 5:00 a.m. – 7:00 p.m. MT; Saturday 5:00 a.m. – 3:00 p.m. MT; Excluding federal holidays, and during payroll processing or other regularly scheduled outages. Additional hours available upon request for special circumstances | 97% available | 99.97% | 99.99% | 100.00% | 100.00% |
| System Availability Web FPPS | Production system available to the client Monday through Friday, 5:00 a.m. – 7:00 p.m. MT, Saturday 5:00 a.m. – 3:00 p.m. MT; Excluding federal holidays, during payroll processing or other regularly scheduled outages. Additional hours available upon request for special circumstances. | 97% available | 95.14% | 99.89% | 99.93% | 99.96% |
| System Availability Quicktime | Production system available Sunday through Saturday, 6:00 a.m. – 11:30 p.m. MT and 12:30 a.m. to 6:00 a.m. MT; IBC reserves the right to take Quicktime offline on Thursdays at 6:00 p.m. MT for scheduled code updates and every 2nd Sunday of the month for Security patching. | 97% available | 99.33% | 99.20% | 98.59% | 99.34% |
| System Availability HRMS (WTTS/AWTS) | Production system available Monday through Friday, 5:00 a.m. – 6:00 p.m. MT; Saturday 5:00 a.m. – 3:00 p.m. MT. Excluding federal holidays and other regularly scheduled outages. | 97% available | 100.00% | 99.15% | 97.69% | 99.71% |
| System Availability FedTalent Learning and Performance Management System | Production system available 24x7 excluding regularly scheduled outages, including each Sunday from 2:00 a.m. to 1:30 p.m. | 97% available | 100.00% | 100.00% | 99.76% | 99.81% |
| System Availability Datamart | Production System available Monday through Friday, 5:00 a.m. – 7:00 p.m. MT, Saturday 5:00 a.m. – 4:00 p.m. MT. Excluding federal holidays and during payroll processing and other regularly scheduled outages. Additional hours available upon request for special circumstance. | 97% available | 100.00% | 100.00% | 99.03% | 99.96% |
| System Performance | Internal system response time within established parameters. | 95% available | 99.89% | 99.90% | 99.85% | 99.90% |
| System Operations | User access granted within 72 hours of request. | 98% access granted within 72 hours or less | 100.00% | 100.00% | 100.00% | 100.00% |
| Retirement Submissions to OPM | Submission of retirement records to OPM within 30 days of separation. | 85% timely submission to OPM of retirement records within 30 days of separation. | 88.78% | 89.87% | 89.95% | 85.25% |
Comments:
- Qtr 2, Metrics 10, 11 and 12: The CSC helpdesk did not meet the Service Level Agreement (SLA) targets for email and phone response time, as well as for the phone abandon rate. This was due to being understaffed and the increased volume of inquires typical of the annual tax season (Feb 15-Apr 15). We recognize the importance of providing timely support to our customers, and we deeply regret any delays or inconveniences that may have occurred. Please be assured that our management team remains fully committed to addressing this matter. We are currently in the process of expanding our team by hiring additional staff to rectify the situation.
- Qtr 1, Metrics 10, 11, 12 & 14: The CSC helpdesk missed Service Level Agreement (SLA) targets for both email and phone response times, as well as for phone abandon rate which is attributed to being critically understaffed. With a shortage of staff, it becomes challenging to meet service level agreements as the existing team is overwhelmed with an excessive workload, leading to delays in response and resolution times. Understaffing has significantly hindered the team's ability to achieve SLA targets. We recognize the importance of providing timely support to our customers, and we deeply regret any delays or inconveniences that may have occurred. Please be assured that our management team remains fully committed to addressing this matter. We are currently in the process of expanding our team by hiring additional staff to rectify the situation.
- Qtr 1, Metric 3: In June of 2023, a DOI bureau notified the IBC of an untended consequence that caused Retention Incentives (Pay Code RTB) not to properly calculate. After research, the IBC determined that an emergency system fix was needed as a result of a system changed made in late June 2022 related to change made for the DOI wildland firefighters under the Bipartisan Infrastructure Law (BIL) detailed below*. The emergency system change required a group of employees to be setup for recomputation in Pay Periods (PPs) 2023-20, 2023-21 and 2023-22 (for prior PPs) that resulted in the payroll performance metric not to be met for FY 2024 1st Quarter. At this time, we are not aware of any other issues as a result of the June 2022 system change. Therefore, there is no corrective action needed. *On June 7, 2022, the IBC assessed the activities necessary for system changes that would enable accurate Fair Labor Standards Action (FLSA) pay (e.g., overtime, premium pay, etc.) calculations for both retroactive pay and bi-weekly pay for DOI wildland firefighters under the BIL. As a result of this assessment, IBC determined the earliest these changes could be effectuated would be the pay period beginning July 31, 2022, with an official pay date of August 23, 2022. However, IBC was asked to expedite the solution, which meant cutting out some programming and testing time. In late June 2022, IBC deployed a change in FPPS which enabled DOI wildland firefighters to receive payments pay under BIL effective as early as July 3, 2022. Not all FLSA calculation scenarios could be tested because IBC did not have sufficient time for full testing as a result of the expedited timeframe.
- Qtr 1, Metric 16: This metric is temporarily unavailable but will be provided as soon as the data is available.
- Qtr 4, Metric 12: The Customer Support Center (CSC) did not meet the 2-hour SLA for creating tickets from emails primarily due to understaffing and increased employee absences, compounded by a large portion of the team being in the training phase. We are actively working to resolve these issues by hiring additional staff, optimizing our processes to improve response times, and enhancing training to ensure new employees reach full proficiency more quickly.
- Qtr 4, Metric 14: The delays in escalating to Tier 2 and resolving issues within 48 hours were primarily due to understaffing and a higher volume of complex cases than anticipated. Additionally, a significant portion of our team consists of newly hired employees who are still in training, affecting overall response times. We are addressing this by increasing staffing levels, enhancing training programs to accelerate new employee proficiency, and streamlining our processes to improve efficiency.
| Measure Category | Measure | Performance Metric | Q1 Results | Q2 Results | Q3 Results | Q4 Results | FY 2024 |
|---|---|---|---|---|---|---|---|
| Organization and Position Management | Positions are classified in accordance with OPM published classification standards. | 95% of all positions are classified in accordance with OPM published classification standards within 14 calendar days of receiving all appropriate materials from client management * *If major classification activity is taking place, e.g. reorganization, management will prioritize work with the understanding that metric will be impacted by the special project | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% |
| Staff Acquisition | Posting of vacancy announcement, reviewing applicants, issuing certificates and making tentative job offer. | 92% of vacancy announcements will be posted within 9 calendar days of receipt of completed recruitment package, including approved SF 52, Request for Eligible, a classified position description, and final job analyses | 98.25% | 96.03% | 100.00% | 99.08% | 98.23% |
| Staff Acquisition | Posting of vacancy announcement, reviewing applicants, issuing certificates and making tentative job offer. | 92% of the time upon receipt of properly documented selection certificate, Human Resources Representative will make tentative job offer within 3 calendar days. | 92.78% | 99.01% | 94.74% | 97.53% | 95.99% |
| Benefits Management | Retirement annuity estimates will be provided. | Retirement annuity estimates will be provided within 14 calendar days of receipt of all supporting information 95% of the time.* *Metric may be impacted if IBC does not have complete employee record, e.g. waiting for OPF from National Records Center or former agency. | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% |
| Employee Relations | Draft corrective action documents (Letters of Counseling/Warning, etc.) will be provided to management. | Draft corrective action documents (e.g. Letters of Counseling, Letters of Warning, etc.) will be provided to management within 7 calendar days of receipt of all supporting information 95% of the time. | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% |
| Employee Relations | Draft disciplinary, adverse and performance action documents (proposal and decision documents) will be provided to management. IBC will coordinate with general/legal counsel, union, and or employee representative as necessary, which may impact metric time. Special attention will be given to critical employee relations issues. | Draft disciplinary, adverse and performance action documents (e.g. Letters of Reprimand, proposals, decision documents) will be provided to management within 14 calendar days of receipt of all supporting information 95% of the time. | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% |
| FPPS Security | User profiles will be established or changed | User profiles will be established or changed within 7 calendar days of receiving completed user access and when previous access has been revoked by the previous Security Point of Contact (SPOC) (only applicable to those users that have had previous access) request 90% of the time. | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% |
| Measure Category | Measure | Performance Metric | Q1 Results | Q2 Results | Q3 Results | Q4 Results | FY 2024 |
|---|---|---|---|---|---|---|---|
| Intake processing | Receipt, review, and processing of Personnel Security Package; initiation and notification to complete the Electronic Questionnaire eApp; sponsorship and notification of USAccess Enrollment | Initiation of eApp and USAccess enrollment within 3 business days of receipt of Personnel Security Package 90% of the time. | 99.07% | 98.15% | 100.00% | 97.33% | 98.60% |
| Pre-employment Adjudication | Adjudication of the Personnel Security Package to make a risk-based pre-employment determination | Pre-employment determinations made within 5 business days of receipt by the personnel security program on a no-issue case or a case that does not require due process 90% of the time. | 93.33% | 96.15% | 96.85% | 94.21% | 95.13% |
| Reciprocity for Sensitive Positions | Reciprocal acceptance of background investigations and national security adjudications for initial or continued eligibility for access to classified information or eligibility to hold a sensitive position | Reciprocity determinations made within 5 business days of receipt by the personnel security program on a no-issue case or a case that does not require due process 95% of the time. | 100.00% | 66.67% | 50.00% | 0.00% | 58.82% |
| Suitability/Fitness Adjudication | Adjudication of the background investigation for suitability/fitness determinations and eligibility to hold a public trust position | Post-Employment background investigations adjudicated suitability/fitness determinations and eligibility to hold a public trust position within 90 days of the OPM case closing transmittal date 90% of the time. | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% |
| National Security Adjudication | Adjudication of the background investigation for initial or continued eligibility for access to classified information or eligibility to hold a sensitive position | Post-Employment background investigations adjudicated for initial or continued eligibility for access to classified information or ineligibility to hold a sensitive position within 20 calendar days of the OPM case closing transmittal date 95% of the time on a no-issue case or a case that does not require due process. | 100.00% | 85.71% | 93.75% | 100.00% | 95.45% |
| Credential Card Processing | Completion of PIV Credential Card Initiation, Sponsorship and Enrollment | PIV Credential Card Initiation, Sponsorship and Enrollment completed within 14 calendar days of receipt of initiation in DOI Access 90% of the time. | 100.00% | 100.00% | 100.00% | 100.00% | 100.00% |
| Credential Card Processing | Disable Terminated Credential Cards | Terminate PIV Credential Cards within 1 business day of notification of receipt of an exit clearance 90% of the time. | 100.00% | 100.00% | 100.00% | 96.19% | 98.90% |
Comments
- Qtr 2, Metric 3: Measure not met due to business process identified during ODNI SNAP Assessment. PSB has since reviewed and updated the process to capture reciprocity within 5 days more accurately in accordance/approval from ODNI. We’re currently updating the DB to accurately capture this change as well. Process will be fully implemented within the next 90 days.
- Qtr 2, Metric 5: Measure not met due to employee oversight. Feedback has been provided to employee on SLA metrics and ODNI requirements regarding National Security post-employment adjudication. No further action required at this time.
- Qtr 4, Metric 3: PSB missed the 95% due to two cases that were received during PSB's On-Site Meeting. Delays were expected due staff participating in PSB on-site. Customers were notified prior to the On-Site Meeting.
| Measure Category | Measure | Performance Metric | Q1 Results | Q2 Results | Q3 Results | Q4 Results | FY 2024 |
|---|---|---|---|---|---|---|---|
| Drug and Alcohol Testing | Collections | 99% of specimens are accepted as valid by the laboratory for analysis. | 99.23% | 98.57% | 98.92% | 98.46% | 98.79% |
| Drug and Alcohol Testing | Lab Results | 95% of lab results are available within 5 business days. | 97.83% | 98.91% | 97.65% | 98.47% | 98.23% |
| Drug and Alcohol Testing | Medical Review Officer Results | 95% of negative or positive results provided within 6 business days of lab results. | 95.97% | 98.07% | 97.29% | 100.00% | 98.22% |
| Drug and Alcohol Testing | Collections Room (Single Service) | 99% of specimens are accepted as valid by the laboratory for analysis. | 100.00% | 100.00% | 100.00% | ||
| Drug and Alcohol Testing | Program Management | 95% of applicant results available after customer request in 10 business days. | 91.19% | 95.07% | 95.17% | 95.41% | 94.14% |
Comments:
- Qtr 1, Metric 11: The collection room was closed during the 1st Quarter of FY 24.
- Qtr 1, Metrics 12: This metric was not met due to collections requested but not conducted due to funding restraints prevented DAT from meeting this metrics.
- Qtr 2, Metric 8: DAT missed the 99% of specimens are accepted as valid by the laboratory analysis by .01%. Several mistakes were made by the contracted collectors. The vendor has been contacted to re-train those collectors to avoid making the same mistakes.
- Qtr 4, Metric 8: DAT missed the 99% of specimens are accepted as valid by the laboratory analysis by .08%. Several mistakes were made by the contracted collectors. The vendor has been contacted to retrain those collectors to avoid making the same mistakes.