Page 64 - CPAAC_Fall2016

Key Performance Indications

Leading Practice Service Levels-HR Shared Service Center

Employee Data Management

Ranking Type Metric Target Minimum Frequency

CPI Accuracy Individual Data Changes. Accuracy of employee data (individual) transaction 99.50% 98.00% Monthly

processing. Calculated as the number of EDM service requests (table maintenance,

data corrections, etc.) processed accurately divided by the total number of EDM

service requests in the measurement window.

CPI Timeliness Individual Data Changes. Timeliness of employee data (individual) transaction 99.50% 98.00% Monthly

processing. Calculated as the number of EDM service requests (table maintenance,

data corrections, etc.) processed within the agreed schedule divided by the total

number of EDM service requests in the measurement window.

CPI Timeliness Mass Data Changes. Timeliness of employee data mass transaction processing. 99.50% 98.50% Monthly

Implementation of changes requested by client to employee data by Service Provider

within 2 Business Days of receipt of such requests for changes for Severity 1 or 2

and within 5 Business Days within receipt of such requests for Severity 3 (and 4, for

Technology Services only) requests. Measures the percentage of the Service

Population for which such requests for changes are applied in a timely manner.

GPI Timeliness Employee Records Delivery. Timely response to requests for employee records. 99.50% 98.00% Monthly

Calculated as the number of employee records delivered within X business days of

request divided by the total number of employee records requested in the

measurement window.

GPI Compliance Compliance. Percentage of leavers for whom Provider correctly completes the 98.0% 95.0% Monthly

defined exit activities, for which it is responsible. Exit procedures process

compliance = (1 - (Total number of exiting employees whose exit generates a

reported error attributable to Provider / Total number of exited employees)) x 100.

KPI Accuracy Severance Packages. Measures the accuracy of the severance packages created 99.0% 98.0% Monthly

including materials, letters and calculations. Calculation: {(Number of severance

packages completed accurately)/( the number of severance packages

requested)}*100.

© 2016 KPMG LLP, a Delaware limited liability partnership and the U.S. member firm of the KPMG network of independent member firms affiliated with KPMG International 27
Cooperative (“KPMG International”), a Swiss entity. All rights reserved.

Document Classification: KPMG Confidential