Performance Standards and Liquidated Damages Purpose of the Performance Standards Performance Standards establish the acceptable level of service for all aspects of the Contractor processing systems and operations. Future Program Changes The Performance Standards reflect current statutes, regulations, policies and procedures. Future changes that alter the existing processing requirements may require the Performance Standards to be adjusted accordingly. Evaluating Contractor Compliance with Standards The Department’s performance monitoring program for Contractor services provides a means to evaluate compliance with the Performance Standards. The Contractor performance will be evaluated through performance monitoring reviews and audits to assess the effectiveness of specific functions and/or processes and to determine compliance with the Performance Standards. Accordingly, the performance monitoring program would ensure that: Appropriate controls are implemented and maintained for complete and accurate processing of reports and electronic files consistent with the Performance Standards. Security measures are implemented and maintained, consistent with the Performance Standards. Fail safe/disaster recovery and business continuity capability is maintained, consistent with the Performance Standards. Complete and accurate documentation is maintained, consistent with the Performance Standards. Manual procedures and automated processing systems are implemented and maintained consistent with the Performance Standards. Liquidated Damages and Reimbursement Structure Failure to comply with the Performance Standards may result in the imposition of liquidated damages and/or reimbursements. Additionally, civil and/or criminal penalties exist for violation of secrecy and confidentiality statutes.
Performance Standards and Liquidated Damages Purpose of the Performance Standards Performance Standards establish the acceptable level of service for all aspects of the Contractor processing systems and operations. Future Program Changes The Performance Standards reflect current statutes, regulations, policies and procedures. Future changes that alter the existing processing requirements may require the Performance Standards to be adjusted accordingly. Evaluating Contractor Compliance with Standards The Department’s performance monitoring program for Contractor services provides a means to evaluate compliance with the Performance Standards. The Contractor performance will be evaluated through performance monitoring reviews and audits to assess the effectiveness of specific functions and/or processes and to determine compliance with the Performance Standards. Accordingly, the performance monitoring program would ensure that: Appropriate controls are implemented and maintained for complete and accurate processing of reports and electronic files consistent with the Performance Standards. Security measures are implemented and maintained, consistent with the Performance Standards. Fail safe/disaster recovery and business continuity capability is maintained, consistent with the Performance Standards. Complete and accurate documentation is maintained, consistent with the Performance Standards. Manual procedures and automated processing systems are implemented and maintained consistent with the Performance Standards. Liquidated Damages and Reimbursement Structure Failure to comply with the Performance Standards may result in the imposition of liquidated damages and/or reimbursements. Additionally, civil and/or criminal penalties exist for violation of secrecy and confidentiality statutes.