IBC Service Level Agreements - Human Resources Directorate

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 HR Areas of Service to view IBC SLAs and FY2023 performance results.

For questions and assistance: Human Resources Points of Contact

Measure CategoryMeasurePerformance MetricQ1 ResultsQ2 ResultsQ3 ResultsQ4 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%   
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 N/A   
Payroll Accuracy Pay and leave processed accurately  99.8% accuracy based on information received and in IBC’s control 99.61%   
Disbursements Disbursements are made on or before the scheduled process date 99.9% timely payroll disbursements 100.00%   
DisbursementsDisbursements are made on or before the scheduled process date99.9% timely payroll disbursements100.00%   
Reports External reports/interfaces completed by scheduled due dates 99% timely reports/interfaces 100.00%   
Reports External reports/interfaces completed by scheduled due dates 99% accuracy based on information provided 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%   
Hours of Operation Payroll staff available Monday through Friday, 7:30am – 4:00pm Mountain Time (MT); excluding Federal holidays. 99% available 100.00%   
System Availability
FPPS 
Production system available Monday through Friday, 5:00am – 7:00pm MT; Saturday 5:00am – 3:00pm MT; excluding Federal holidays, and during payroll processing or other regularly scheduled outages. Additional hours available upon request for special circumstances 97% available 100.00%   
System Availability
Web FPPS
Production system available to the client Monday through Friday, 5:00am – 7:00pm MT, Saturday 5:00am – 3:00pm MT; excluding Federal holidays, during payroll processing or other regularly scheduled outages.  Additional hours available upon request for special circumstances.97% available100.00%   
System Availability
Quicktime 
Production system available Monday through Friday, 4:00am – 12:00am MT; Saturday 4:00am – 9:00pm MT; Sunday 12:00pm – 8:00pm Bureau of Land Management and DOI Office of the Secretary only. Excluding Federal holidays and other regularly scheduled outages. Scheduled maintenance may be performed after 6:00 pm MT as necessary with prior notification. 97% available 100.00%   
System Availability
webTA 
Production system available Monday through Friday, 4:00am – 12:00am MT; Saturday 4:00am – 9:00pm MT; Excluding Federal holidays and other regularly scheduled outages. Scheduled maintenance may be performed after 6:00 pm MT as necessary with prior notification. 97% available 99.95%   
System Availability
Workforce Transformation Tracking System 
Production system available Monday through Friday, 5:00am – 6:00pm MT; Saturday 5:00am – 3:00pm MT. Excluding Federal holidays and other regularly scheduled outages. 97% available 100.00%   
System Availability
Datamart
Production System available Monday through Friday, 5:00am – 7:00pm MT, Saturday 5:00am – 4:00pm MT.  Excluding Federal holidays and during payroll processing and other regularly scheduled outages. Additional hours available upon request for special circumstance.97% available 99.97%   
System Availability
FedTalent Learning and Performance Management System 
Production system available 24x7 excluding regularly scheduled outages, including each Sunday from 2 AM to 1:30 PM. 97% available 99.17%   
System Performance Internal system response time within established parameters. 95% available 99.81%   
System Operations User access granted within 72 hours of request. 98% access granted within 72 hours or less 100.00%   
Phone ResponseCustomer phone calls are answered within 30 seconds80% of customer phone calls are answered within 30 seconds 
 
Definition:  Customer phone calls are answered within 30 seconds
N/A   
Phone Call Abandon Rate Less than 5% of calls received are abandon by customers.  Calls abandoned excludes short abandons (<15 second abandons). N/A   
Email ResponseCustomer'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.  

94.00%   
Customer Support - PayrollCustomer'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. 

98.70%   
Customer Support - Systems/ApplicationCustomer'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. 

95.80%   
Retirement Submissions to OPMSubmission of retirement records to OPM within 30 days of separation. 85% timely submission to OPM of retirement records within 30 days of separation.  82.08%   

Comments

  • QTR 1, Metric #3: POD did not meet this metric due to a mass processing in the Federal Personnel and Payroll System in pay period (PP) 2022-23 as a result of an identified issue related to a Corrected Time and Attendance (T&A) file issue that caused a delay in some corrected T&As not being processed in the PP the corrected files were submitted. The timeframe for corrected T&As having a delay in processing were PPs 2021-02 through 2022-22.
  • QTR 1, Metric #12: The CSC metrics are performance targets and month to month and quarter to quarter performance outputs may be a little over or under that target depending on various operational factors. This quarter we did notice a slight decline due to staff shortages caused by the holiday leave schedule.
  • QTR 1, Metric #24: POD did not meet this metric due to delays in receiving retirement packages timely from agencies Servicing Personnel Offices' (SPOs). We are working with those agencies in hopes of improving timely submissions.
Measure CategoryMeasurePerformance MetricQ1 ResultsQ2 ResultsQ3 ResultsQ4 Results
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%   
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 100.00%   
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. 97.40%   
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%   
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%   
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%   
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%   

Comments

Measure CategoryMeasurePerformance MetricQ1 ResultsQ2 ResultsQ3 ResultsQ4 Results
Intake processing Receipt, review, and processing of Personnel Security Package; initiation and notification to complete the Electronic Questionnaire of Investigations Processing (e-QIP); sponsorship and notification of USAccess Enrollment   Initiation of e-QIP and USAccess enrollment within 3 business days of receipt of Personnel Security Package 85% of the time 97.22%   
Pre-employment Adjudication Adjudication of the Personnel Security Package in order 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 85% of the time. 99.68%   
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%   
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 85% of the time. 99.40%   
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%   
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 85% of the time 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 85% of the time. 97.02%   
Measure CategoryMeasurePerformance MetricQ1 ResultsQ2 ResultsQ3 ResultsQ4 Results
Drug and Alcohol TestingCollections 99% of specimens are accepted as valid by the laboratory for analysis. 99.36%   
Drug and Alcohol TestingLab Results 95% of lab results are available within 5 business days. 98.40%   
Drug and Alcohol TestingMRO Results 92% of negative or positive results provided within 6 business days of lab result. 97.41%   

Comments


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