Exterior view of Building 5 at the Harriman Campus. It is sunny out with clouds in the sky.

Service Level Agreement

Introduction

This Service Level Agreement (SLA) defines the terms of the partnership between the Business Services Center (BSC) and the agencies we host, including the responsibilities of both parties and how we will measure success.

  Hosted Agency Chart With Transition Dates

For our partnership to be successful, the BSC and the agency must collaborate to achieve optimal performance.

The SLA may need updating from time to time when the BSC identifies a need for such. Agencies will receive a BSC notification when an update to the SLA is planned, which will include an effective date for such revision. Additionally, agencies can reach out to [email protected] if they have any suggestions regarding the SLA update. 

The BSC continuously monitors and evaluates performance and customer satisfaction against the targets listed below in the BSC Services Operating Agreement. We use those results to improve our processes and our customer service.

Performance Reports

We distribute quarterly reports to our customers highlighting BSC and agency performance, including strengths and opportunities for improvements in areas such as timeliness and accuracy. 

We will also reach out to agencies to schedule feedback sessions or to provide training when we see opportunities to increase efficiency or to address any identified systemic issues. Our customers are always encouraged to contact the BSC if they would like to discuss any questions or concerns.
 

Process Standardization

To ensure our ability to provide consistent and efficient service delivery, the BSC standardizes our processes and procedures while remaining consistent with guidelines and policies of the Office of the New York State Comptroller (OSC), the Department of Civil Service (DCS), the Division of the Budget (DOB), the Office of Employee Relations (OER), and other policy-setting entities. The BSC achieves information technology standardization and all BSC systems and data flows meet the applicable Office of Information Technology Services’ Enterprise Information Security Office standards for security. 

While we discourage deviations from standard processes, we recognize that such deviations may be warranted in response to emergencies and executive orders, but we will continue to ensure compliance with all applicable requirements.

Internal Controls

The BSC uses resources from the Office of General Services (OGS) Internal Audit to help evaluate the effectiveness of internal controls. We incorporate those controls into our daily operations to meet the needs and expectations of the BSC, its customers, and control agencies. Controls include segregation of duties, clear policies and procedures, and continuous process monitoring to ensure the BSC meets objectives in a timely manner and is in compliance with policies from authorities such as OSC, OER, DCS, and DOB.

Customer Support

The BSC is committed to supporting our customers throughout the life of our partnership and collaborating with you to ensure your needs are met.  

BSC Website Customer Information

There is a wide variety of useful information available here on the website:

 

Incoming Customer Inquiries

Agency liaisons can escalate critical issues to BSC managers using the Contact Information for Liaisons document, which is sent to liaisons and provides manager contact information. Employee questions related to your own agency’s policies, practices, or systems, will be directed back to your agency for assistance. Questions related to matters under another agency’s authority might be answered in collaboration with the other agency or referred to the other agency for assistance.  

Transitioning Agencies

New BSC customers receive enhanced support during the transition and subsequent stabilization period. We also collaborate with system owners to provide enhanced support to customers during systems implementations, upgrades, and integrations. Support ranges from on-site and virtual meetings to targeted, hands-on training and guidance, ensuring a smooth and successful transition to new processes.

Control Agency Announcements 

When the BSC receives an announcement from control agencies, we will only issue a BSC announcement if customer agencies must provide information to the BSC in response to the control agency announcement or if the customer agencies do not need to act on the announcement because the BSC will do it on their behalf. When a control agency announcement does not result in the need for the customer to provide information to the BSC, the BSC will notify you that a link to the original announcement has been posted to our website.

Notifications to Directors

Agencies are responsible for notifying their employees regarding programs not administered by the BSC, e.g. Flex, Federal Reimbursement program, NY’s 529, Health and Dependent Care reimbursement programs, etc.

Agency Liaisons

Agency liaisons are our primary communication point with your agency. We work closely with customers to identify liaisons. Important announcements, communications, and reports intended for your agency are shared with the liaisons you’ve identified. It is the liaisons' responsibility to distribute this information to the appropriate agency employees timely.

It is important to ensure that your liaison listing is always up to date. All liaison updates should be sent to [email protected].

Record Retention & Data and Records Requests

Record Retention

Our records are retained in accordance with New York State Archives guidelines. If you wish to keep any records beyond the minimum State retention period, it will be your responsibility to retain these records beyond the standard retention period. It is the agency’s responsibility to keep unredacted versions of records submitted to the BSC with redactions.

Finance agency customers are encouraged to use SFS as the system of record as allowed and described in the Guide to Financial Operations. Promptly notify the BSC if your agency needs to preserve records within our possession due to litigation. We will take all reasonable steps to comply.

Freedom of Information Law (FOIL) 

Although the agency retains ownership over its records while in the stewardship of the BSC, the records are also considered to be records of OGS for FOIL purposes. As such, FOIL requests for agency records directed to the BSC will be handled by OGS. For non-routine or high-profile requests, OGS will make the agency aware of the request by providing a copy of OGS’s acknowledgment of the request. For FOIL requests shared with the agency, the OGS FOIL Office will consider any timely input from the agency’s Public Information Officer (PIO) or FOIL Officer before releasing records.

If a FOIL request is made directly to the agency but seeks records maintained by the BSC, the BSC will provide all required information to the agency upon request from the agency’s PIO/FOIL Officer. These requests need to be made sufficiently in advance to give the BSC adequate time to respond.

Information Requests

We will send customer agencies data and other information maintained by the BSC upon request when the customer has the right to the information but does not have access to it. In cases where the BSC does not have access to the information, such as certain LATS data prior to when the agency became a BSC customer, the BSC will provide you with the information needed to request the information directly from the data holder.

Audit Requests

Customer agencies are responsible for the completeness, accuracy, and integrity of data approved and submitted to the BSC for processing. As such, the customer is responsible for any audit findings regarding the substance of each transaction submitted to the BSC.

The BSC is responsible for any audit findings related to transactions we processed and initiated and for issues related to the functionality of systems that we administer.

The BSC will coordinate with Agencies to respond to requests for additional information from OSC in response to questions raised about purchase orders, vouchers, and expense reports that were submitted for audit and approval or payment.

The BSC will provide written notice to agency liaisons upon receipt of any notice of a formal external audit. The BSC will ask the agency to participate in all relevant meetings with the auditors.

All requests to the BSC for data and information pertaining to an agency’s internal audit must be emailed by the agency liaison to [email protected] and include the scope, time period, and due date. The BSC will provide the requested information to the agency liaison for distribution.

Attorney General Requests

For requests from the Attorney General’s Office, the BSC will notify the agency, to the extent permitted, about the request. The BSC will notify the Attorney General’s Office of communication between the BSC and the agency.

Inspector General Requests

For requests from the Inspector General’s Office, OGS Counsel may consult with the Inspector General depending on the nature of the request and may consult with agency Counsel prior to the BSC fulfilling the request. In such cases, the BSC will provide the requested information to OGS Counsel to share with the Inspector General. The BSC is not obligated to notify the agency of Inspector General requests.

Executive Chamber and DOB Requests

The BSC also is not obligated to provide notification to the agency of requests from the Executive Chamber or DOB.

Office of Employee Relations (OER) Requests

The BSC will provide summary data to OER upon request; however, employee-specific/detailed data will not be provided to OER without agency approval.

All Other Requests

The BSC will notify the agency about all other data and information requests. The BSC will not provide agency data without approval from the agency.  

System Access

We will collaborate with customer agencies to ensure BSC and agency employees have appropriate roles and permissions in systems and that those systems are properly configured to facilitate transaction processing, taking into consideration each party’s responsibilities and transaction workflow. Where necessary, the BSC will prepare communications for the agency to authorize the BSC’s ability to transact on the agency’s behalf.

Operating Agreement – Responsibilities and Key Performance Indicators

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

The BSC measures and reports relevant KPIs and metrics to our customer agencies to measure 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 the agency’s ability to fulfill their responsibilities outlined in the BSC Services Operating Agreement both timely and accurately. 

There are factors that may temporarily impact the BSC’s ability to meet KPIs. For example, there may be short-term, significant changes in transaction volumes or FTEs; times when BSC staff are diverted from transaction processing to address critical system development, migration, and stabilization activities; or times when BSC staff are involved in responding to a declared emergency. During these times, the BSC will employ strategies to process priority transactions on time and routine transactions as timely as practical. Should any of these factors have a long-term or permanent impact, the BSC may change the KPIs after consulting with our customer agencies.

 

Finance Services Operating Agreement
 

Human Resources Services Operating Agreement
 

Customer Support Key Performance Indicators