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Key Performance Indications

Leading Practice Service Levels-HR Functional

Level 2 Level 3 Service Level Metric/Measurement Metric Leading Minimum Measure- Perfor- Service Level Source
Process Activity Owner Practice Service ment mance Attribute
Expected Level Window Indicator
Employee/ Employee/ Service
Manager Manager Level
Inquiries Inquiries
First Contact Resolution: Calculated as the HR-SSC 85.00% 80.00% Monthly Key Timeliness HROA
number of Service Center contacts (calls or
emails) resolved on the first contact divided by
the total number of Service Center contacts.

Employee/ Employee/ Interaction Reliability: A single measure that HR-SSC 95.00% 85.00% Monthly Key Accuracy HROA
Manager Manager reflects the accuracy, completeness and
Inquiries Inquiries quality of selected interactions with the Service
Center as defined by a mutually agreed upon
evaluation and scoring methodology. This
measure is completed via observation of a
sample population of calls - the sample
population shall be mutually agreed upon by
service provider and buyer.

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