Page 132 - MayDefComp

San Mateo County

2019 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
Time 80 seconds 80% of the time. year average. 1 Qtr 2019 708 32% Partially Met
st
Quarterly summary / review due 2 Qtr 2019 257 68%
nd
before the end of the month 3 Qtr 2019 156 78%
rd
following the quarter. 4 Qtr 2019 84 85%
th
2019 total 301 65.75%
Participant B. Participant statements will be $5 per participant per Quarterly Q1 2019 1% (126) BD 11
Statements mailed within 10 business days quarter for each 99% (12,473) BD 9
after quarter-end. statement postmarked Q2 2019 92% (11,733) BD 11 Standard
after 10 business days. 8% (991) BD 10 Partially Met
Q3 2019 5% (666) BD 12
87% (12,037) BD 11
8% (986) BD 10
Q4 2019 100% (13,117) BD 10

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
st
day and proposed method of 1 Qtr 2019 1035 1035 100% Met Standard
measuring standard. Annual 2 Qtr 2019 116 116 100%
nd
Report due 31 days after each 12 3 Qtr 2019 121 121 100%
rd
month period. 4 Qtr 2019 131 131 100%
th
Processing Contributions
st
1 Qtr 2019 7 7 100%
nd
2 Qtr 2019 6 6 100% Met Standard
rd
3 Qtr 2019 7 7 100%
4 Qtr 2019 6 6 100%
th
Processing E. Process hardship distributions, $1,000 annually for failure Hardships
st
rollover requests, in-service to meet standard in 90% 1 Qtr 2019 14 14 100% Met Standard
distributions, and retiree distribution of actions. 2 Qtr 2019 4 4 100%
nd
requests within 5 working days of 3 Qtr 2019 5 5 100%
rd
acceptable documentation and propose 4 Qtr 2019 6 6 100%
th
method of measuring standard. Annual
summary of performance by provider.

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