Page 52 - AugDefComp

San Mateo County
2021 Annual Performance Standard Report

Item Description Guarantee Timeframe Completion Date Results
Participant Call A. Telephone calls to service $1,000 per year for failure Average speed of w/in 80 Sec
Center Response center(s) will be answered within to meet annual, calendar Answer (seconds) Standard Not
Time 80 seconds 80% of the time. year average. 1 Qtr 2021 745 33% Met
st
Quarterly summary / review due 2 Qtr 2021 86 84%
nd
before the end of the month 3 Qtr 2021 88 80%
rd
th
following the quarter. 4 Qtr 2021 179 70%
2021 total 1098 66%
Participant B. Participant statements will be $5 per participant per Quarterly Q1 2021 5.56% Completed BD 11 Met Standard
Statements mailed within 10 business days quarter for each 4/16 8:17am with 99% of
(BD) after quarter-end. statement postmarked 94.43% Completed BD 10 statements;
after 10 business days. 4/1 One day late
Q2 2021 7/13 100% mailed BD 8 with 1% of
Q3 2021 10/10 100% mailed BD 7 statements
Q4 2021 1/17 100% BD 11
Complete (5.45%)
1/17 501 print
completed
1/16 210 print
completed
1/15 65 print completed
1/14 (BD 10) 2 print
completed
BD 6: 94.55%
Processing D. Process investment fund Maximum $1,000 for # # w/in % w/in
transfers, contribution reconciliation failure to meet agreed- standard standard
and posting within one business upon standard. Fund Transfers
day and proposed method of 1 Qtr 2021 201 201 100% Met Standard
st
measuring standard. Annual 2 Qtr 2021 189 189 100%
nd
Report due 31 days after each 12- 3 Qtr 2021 153 153 100%
rd
month period. 4 Qtr 2021 176 176 100%
th
Processing Contributions
1 Qtr 2021 7 7 100%
st
nd
2 Qtr 2021 7 7 100% Met Standard
3 Qtr 2021 6 6 100%
rd
th
4 Qtr 2021 7 7 100%

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