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Key Performance Indications

Leading Practice Service Levels-HR Shared Service Center

Reporting

Ranking Type Metric Target Minimum Frequency

KPI Timeliness Reporting - Standard. Measures the timeliness of standard (recurring) reports. % 99.00% 97.00% Monthly
of reports delivered to the recipient expressed in this Agreement on time, as follows:
GPI Accuracy — weekly reports: within 2 Working Days of end of period 99.0% 98.0% Monthly
GPI Timeliness — monthly reports: within 3 Working Days of end of period, except for the
CPI Accuracy 99.00% 98.00% Monthly
Monthly Performance Report for which this is within 10 Working Days of end of
period 100.00 100.00% Annual
— quarterly reports: within 5 Working Days of end of period %
— annual reports: within 15 Working Days of end of period
"End of period" means the date/timeframe agreed in the payroll calendar.

Reporting - Standard. Measures the accuracy of the information delivered in
standard (recurring) reports. Number of reports rejected or resubmitted for
incomplete or inaccurate information divided the number of reports generated.
Standard Report means a report that does not require Technical Support.
Calculation: {(Total number of Standard Reports delivered without client rejection or
not submitted more than once) / (Total number of Standard Report requests.)} * 100

Ad hoc reporting timeliness. Design and provide ad hoc reports (those that are
not standard/recurring but do not require assistance from the IT department) for
Query Functionality as requested by client within 8 business hours of client's request
.

Reporting - Statutory. In scope compliance reporting (e.g., EEO) produced in the
correct format and accurately reflects data as recorded on the HRMS. Calculated as
the total number of agreed upon compliance reports completed accurately divided by
the total number of agreed upon compliance reports multiplied by 100.

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