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Key Performance Indications

Leading Practice Service Levels-HR Shared Service Center

Case Management

Ranking Type Metric Target Minimum Frequency

CPI Accuracy Case Resolution. Measures the percentage of cases resolved accurately, with 85.0% 80.0% Monthly
regard to logging case notes, accuracy of resolution, practice of appropriate
CPI Timeliness business process and case closure. A case must be created for all service requests 99.9% 99% Monthly
which cannot be resolved on first contact. Calculated by a random sampling of
KPI Timeliness cases across categories, functions, and times. 99% 96% Monthly

GPI Timeliness Case Resolution - Priority 1. The closing of an issue shall be considered a timely 99% 96% Monthly
close out if the issue, including any provider-related follow-up, if required, is resolved
within two (2) business days for "priority 1" cases. The measure is calculated as the
number of issues received with a timely close out (i.e., within two (2) business days)
divided by the total number of issues (not requiring follow-up from client or third
parties) tracked through provider’s workflow system.

Case Resolution - Priority 2. The closing of an issue shall be considered a timely
close out if the issue, including any provider-related follow-up, if required, is resolved
within five (5) business days for "priority 2" cases. The measure is calculated as the
number of issues received with a timely close out (i.e., within five (5) business days)
divided by the total number of issues (not requiring follow-up from client or third
parties) tracked through provider’s workflow system.

Case Resolution - Priority 3. An issue shall be considered a final close out if the
issue, including any provider-related follow-up, if required, is resolved within twenty
(20) business days for "priority 3" cases. The measure is calculated as the number
of issues with a final close out (i.e., within twenty (20) business days) divided by the
total number of issues (not requiring follow-up from client or third parties) tracked
through provider’s workflow system.

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