Overview
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.
Personnel/Payroll Job Actions
Key Performance Indicators
BSC Performance Expectations:
- We will process employees’ job and payroll transactions in control agency systems within the effective pay period at least 70% of the time.
- Less than 2% of denied transactions.
Agency Performance Expectations:
- Always submit accurate, complete templates by the deadlines that the BSC distributes to the agency at the beginning of the fiscal year.
- Submit templates with all information required to process the transaction at least 98% of the time.
Benefits
Key Performance Indicators
BSC Performance Expectations:
- Send onboarding packets to agency onboarding liaison within two business days of receipt of complete, accurate Human Capital Management (HCM) template at least 97% of the time.
- Send offboarding packet to employee within seven days of notification for non-retirement employee separations at least 90% of the time.
- Send offboarding packet to employee at least seven days prior to their retirement effective date at least 90% of the time.
Agency Performance Expectations:
- Submit complete, accurate templates to the BSC before the effective date of hire/transfer at least 85% of the time.
- Return complete, accurate onboarding forms to the BSC prior to expiration of the health insurance waiting period at least 85% of the time.
- Notify the BSC of employee non-retirement separations within seven days of the effective dates at least 90% of the time.
- Notify the BSC of employee retirement 14 days prior to effective date at least 90% of the time.
Payroll
Key Performance Indicators
BSC Performance Expectations:
- Process employee submitted forms successfully within control agencies’ deadlines at least 97% of the time.
- Always transmit non-routine miscellaneous payments and deductions to OSC prior to payroll close deadline.
Agency Performance Expectations:
- Submit forms with complete, accurate information at least 97% of the time.
- Ensure annual employees submit timesheets by the Friday after the close of the time record and supervisors approve timesheets by the following Tuesday at least 75% of the time.
- Ensure hourly employees submit timesheets by the Friday after the close of the time record and supervisors approve timesheets by the following Tuesday 100% of the time.
- Submit miscellaneous payments spreadsheets by the Friday before payroll close 100% of the time.
Time & Attendance
Key Performance Indicators
BSC Performance Expectations:
- Set up timesheets within seven days of effective for annual employees at least 50% of the time.
- Set up timesheets within seven days of effective for hourly employees at least 75% of the time.
- Transmit payments from approved timesheets to OSC prior to payroll close deadline 100% of the time.
Agency Performance Expectations:
- Submit Time and Attendance template before effective date at least 90% of the time.
- Ensure employees submit timesheets by the Friday after close of the time record and supervisors approve timesheets by the following Tuesday at least 97% of the time.