Customer Support Key Performance Indicators

For a successful partnership, the Business Services Center (BSC) and our hosted agencies should understand their responsibilities and the key performance indicators (KPIs) used to measure their performance.

The BSC measures and reports relevant KPIs and metrics to our customer agencies to evaluate the success of our partnerships. Our ability to achieve these KPIs is contingent upon receiving and maintaining appropriate full-time-equivalent employee (FTE) levels and related funding for processing the transaction volume, systems’ availability/downtime, and an agency’s ability to fulfill its responsibilities outlined in the BSC Services Operating Agreement both timely and accurately.

• Resolve 95% of issues within two business days of customers’ initial inquiries, excluding time the BSC waits for required information from customers or third parties, including control agencies.
• Answer 85% of BSC helpline telephone calls within five minutes.
• Acknowledge 97% of Help Center inquiries, [email protected], and [email protected] emails immediately upon receipt.
• Send survey to customer 97% of the time within one business day of closing ticket.