_____% within _____days from Customer statements sent 5% period end _____% within _____days from Plan level reporting 5% month end _____% within ____ days from Investment election requests 5% receipt of request Contribution percentage _____% within ____ days from 5% elections/changes receipt of request Property division order (Plan _____% within ____ days from 3)/Domestic Relations Order (DCP) 5% receipt of request processing System availability: Voice Response _____% within _____hours where System, Customer Call Center, and 5% system is unavailable Customer Website Customer call center average wait _____% of calls answered within 5% time ____ seconds Customer call center questions and _____% within _____ days from 10% complaints resolved receipt of question/complaint _____ of one-to-one meetings Field representative availability 5% occur within ____ days of request _____ of group meetings occur Group education meetings 10% within _____ days of request Generation of custom customer education materials, tools, and Available after ____ days of request 5% calculators Posting of customer data _____% within ____ days from 5% maintenance file receipt of file The Record Keeper must provide, within sixty (60) Calendar Days of the close of each fiscal year (June 30 year-end), a reconciled annual summary report for each Plan. The report will be fully reconciled with the sum total of Customer transactions for the relevant period, as reflected on the Record Keeper’s records. Additional performance standards: Suggest additional performance standards and the suggested percentage of the fee to be placed at risk: Quality Performance Standard Percentage of Fees Activity (business days) Placed at Risk
Customer statements sent _____% within _____days from period end 5% Plan level reporting _____% within _____days from month end 5% Investment election requests _____% within ____ days from receipt of request 5% Contribution percentage elections/changes _____% within ____ days from receipt of request 5% Property division order (Plan 3)/Domestic Relations Order (DCP) processing _____% within ____ days from receipt of request 5% System availability: Voice Response System, Customer Call Center, and Customer Website _____% within _____hours where system is unavailable 5% Customer call center average wait time _____% of calls answered within ____ seconds 5% Customer call center questions and complaints resolved _____% within _____ days from receipt of question/complaint 10% Field representative availability _____ of one-to-one meetings occur within ____ days of request 5% Group education meetings _____ of group meetings occur within _____ days of request 10% Generation of custom customer education materials, tools, and calculators Available after ____ days of request 5% Posting of customer data maintenance file _____% within ____ days from receipt of file 5% The Record Keeper must provide, within sixty (60) Calendar Days of the close of each fiscal year (June 30 year-end), a reconciled annual summary report for each Plan. The report will be fully reconciled with the sum total of Customer transactions for the relevant period, as reflected on the Record Keeper’s records. Additional performance standards: Suggest additional performance standards and the suggested percentage of the fee to be placed at risk: Activity Quality Performance Standard (business days) Percentage of Fees Placed at Risk
G-Performance-Standards.docx