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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IBC HRD SLA Metrics and Performance FY 2025
FY 2026 Metrics by Service
| Measure Category | Measure | Performance Metric | Q1 Results | Q2 Results | Q3 Results | Q4 Results | Total |
|---|---|---|---|---|---|---|---|
| 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% | 100% | |||
| 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 | 93.65% | 93.65% | |||
| 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% | 100% | |||
| 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 | 99.90% | 99.90% | |||
| Reports | External reports/interfaces completed by scheduled due dates | 99% timely reports/interfaces | 100% | 100% | |||
| 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% | 100% | |||
| 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% | 100% | |||
| 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% | 100% | |||
| 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 | 71.05% | 71.05% | |||
| Phone Call Abandon Rate | Less than 5% of calls received are abandon by customers. Calls abandoned excludes short abandons (<15 second abandons). | 4.46% | 4.46% | ||||
| Email Response | Customer emails 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. | 60.73% | 60.73% | |||
| 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. | 92.30% | 92.30% | |||
| 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. | 84.90% | 84.90% | |||
| 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 | 100% | 100% | |||
| System Availability NextFPPS | 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, during payroll processing or other regularly scheduled outages. IBC reserves the right to take NextFPPS offline for scheduled code updates on weekdays after 6:00 p.m. MT and for security patching from Saturday at 10:00 p.m. MT through Sunday at 10:00 a.m. MT over the weekend that contains the Third Sunday of the month. Additional hours available upon request for special circumstances. | 97% available | n/a | ||||
| 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 for scheduled code updates on Thursdays at 6:00 p.m. MT and for security patching from Saturday at 10:00 p.m. MT through Sunday at 10:00 a.m. MT over the weekend that contains the Third Sunday of the month. | 97% available | 99.19% | 99.19% | |||
| 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 | 99.93% | 99.93% | |||
| 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% | 100% | |||
| 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% | 100% | |||
| System Performance | Internal system response time within established parameters. | 95% available | 99.95% | 99.95% | |||
| System Operations | User access granted within 72 hours of request. | 98% access granted within 72 hours or less | 100% | 100% | |||
| 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. | 74.38% | 74.38% |
Comments
- Quarter 1, Metric #3: Payroll did not meet the Payroll Accuracy metric due to the 2025 Furlough reconciliation.
- Quarter 1, Metric's #10, 12, 13 and 14: The CSC helpdesk’s performance in quarter 1 was primarily impacted by the 43-day government shutdown, which left staffing at minimal levels and severely limited our ability to manage call and email volumes. When operations resumed, we faced an overwhelming surge in inquiries related to pay, benefits, and time and attendance. Many of these pay-related issues were unique and complex, requiring extended call times and multiple follow-ups, which led to customer frustration and significantly increased daily call volumes. The agent’s Average Handle Time rose by about one minute per call, and despite offering weekend work to reduce the backlog, demand remained high. These extraordinary circumstances—the prolonged shutdown, the post-shutdown surge, and the complexity of customer issues—made achieving quarterly metric goals extremely challenging despite the team’s dedicated efforts.
- Quarter 1, Metric #16: The 1st quarter data was not available from the tracking agency.
- Quarter 1, Metric #23: Payroll did not meet the Retirement submissions to OPM metric because we continue to struggle to have agencies Servicing Personnel Offices' (SPOs) provide retirement packages timely. We continue to communicate with agencies that are sending in package late in hopes of improving timely submissions.
| Measure Category | Measure | Performance Metric | Q1 Results | Q2 Results | Q3 Results | Q4 Results | Total |
|---|---|---|---|---|---|---|---|
| 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% | 100% | |||
| 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% | 100% | |||
| 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. | 100% | 100% | |||
| 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% | 100% | |||
| 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. | 78.95% | 78.95% | |||
| 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. | 28.57% | 28.57% | |||
| 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% | 100% |
| Measure Category | Measure | Performance Metric | Q1 Results | Q2 Results | Q3 Results | Q4 Results | Total |
|---|---|---|---|---|---|---|---|
| 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. | 100% | 100% | |||
| 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. | 97.92% | 97.92% | |||
| 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% | 100% | |||
| 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% | 100% | |||
| 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% | 100% | |||
| 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% | 100% | |||
| 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. | 99.56% | 99.56% |
| Measure | Performance Metric | Q1 Results | Q2 Results | Q3 Results | Q4 Results | Total |
|---|---|---|---|---|---|---|
| Collections | 99% of specimens are accepted as valid by the laboratory for analysis. | 98.69% | 98.69% | |||
| Lab Results | 95% of lab results are available within 5 business days. | 97.41% | 97.41% | |||
| Medical Review Officer Results | 95% of negative or positive results provided within 6 business days of lab results. | 99.86% | 99.86% | |||
| Collections Room (Single Service) | 99% of specimens are accepted as valid by the laboratory for analysis. | 100% | 100% | |||
| Program Management | 95% of applicant results available after customer request in 10 business days. | 93.16% | 93.16% |
Comments:
- Quarter 1, Metric # 8: DAT missed the 99% of specimens are accepted as valid by the laboratory analysis by .31%. Several mistakes were made by the contracted collectors (Cancelled - No Chain of Custody Form (CCF) provided, Incorrect CCF used, Tamper Evident Seal broken). The vendor has been contacted to retrain those collectors to avoid making the same mistakes.
- Quarter 1, Metric #12: DAT missed the 95% of applicant results available within 10 days metrics by 1.84%. The lab canceled several collections due to missing wet signatures on re-printed Chain of Custody forms. Also, the MRO results were delayed due to verifying Non-Negative results and awaiting documentation from donors.