Laserfiche WebLink
ATTACHMENT I <br />PERFORMANCE INCENTIVES AND DISINCENTIVES <br />REV: 03-16-18 MI <br />ATTY/AGR/2018.054/RECOLOGY OF SAN MATEO ATTACHMENT I <br />Page 6 of 8 <br />Example incentive payment calculation: 15 – 14 = 1 second x $500.00 = <br />$500.00 <br />If the actual Average Speed of Answer is equal to or greater than fifteen (15) <br />seconds each month, no incentive payment will be provided. <br />Maximum Average Speed of Answer <br />Contractor shall be assessed a disincentive payment if the Average Speed of <br />Answer is greater than or equal to thirty (30) seconds each month. The <br />disincentive payment for Rate Year Eleven (2021) shall equal five hundred dollars <br />($500.00) per second for each second greater than or equal to the Average Speed <br />of Answer Standard. In subsequent Rate Years, the disincentive payment amount <br />shall be adjusted by the Annual Index Change in the CPI-U, which is described in <br />Attachment K. If Contractor fails to achieve the maximum Average Speed of <br />Answer, the Agency shall assess a disincentive payment based on the following <br />example: <br />Actual Average Speed of Answer= 47 seconds <br />Average Speed of Answer Standard = 30 seconds <br />Disincentive payment is required if the Actual Average > 30 seconds <br />Example disincentive payment calculation: 47 - 30 = 17 seconds x $500.00 = <br />$8,500 <br />If the actual Average Speed of Answer is equal to or greater than fifteen (15) <br />seconds and less than thirty (30) seconds each month, neither incentives or <br />disincentives shall be applied. <br />5. NINETY SECOND (90) MAXIMUM HOLD TIME <br />The maximum Hold Time shall be ninety (90) seconds. A disincentive payment <br />shall apply if the percentage of calls exceeding this ninety (90) second threshold <br />in a given quarter exceeds five percent (5%) of the calls received in that quarter. <br />Quarters shall be calendar quarters (e.g., the first quarter of the Rate Year includes <br />January, February, and March). The disincentive payment for Rate Year Eleven <br />(2021) shall equal five dollars ($5.00) per call above the ninety (90) second Hold <br />Time in a given quarter that exceeds five percent (5%) of the calls received in that <br />quarter. In subsequent Rate Years, the disincentive payment amount shall be <br />adjusted by the Annual Index Change in the CPI-U, which is described in <br />Attachment K. If Contractor fails to achieve this performance standard, the Agency <br />shall assess a disincentive payment based on the following example: <br />Total number of calls received in quarter = 19,380 <br />5% of total number of calls received in quarter = 19,380 x 0.05 = 969 <br />Actual number of calls in quarter exceeding 90 second Hold Time = 1,281 <br />Number of calls exceeding 90 second Hold Time in excess of 5% threshold = <br />1,281 – 969 = 312 <br />Example disincentive payment calculation: 312 x $5.00 = $1,560 <br />6.2.B. - Page 189