KPI Table. The service level standards in the following table (the “KPI Table”) will be monitored and measured on a Monthly basis and all KPI metrics will be reported to BlackRock (including KPI’s that do not meet the “Monthly Minimum” set forth in the KPI Table). For KPI’s that include multiple process measurements to calculate the KPI percentage, if one of the process measurements does not meet the applicable monthly minimum, then the calculation is based solely on the remaining process measurement for that specific KPI, if such remaining process measurement meets the applicable monthly minimum. KPI # KPI Description Service Description Monthly Minimum Calculation Green Zone Yellow Zone Red Zone 1 Telephone inquiries – abandoned rate Achieve abandoned call rate on average each Month. N/A Calls abandoned over 20 seconds, divided by total calls in Month. ≤2% >2 to ≤2.5% >2.5% 2 Telephone customer service level Achieve telephone customer service level on average each Month N/A Calls answered under 20 seconds + calls abandoned under 20 seconds, divided by total calls in Month. ≥85% <85% to >80% ≤80% 3 Processing of Financial Transactions in a timely manner Financial Transaction timeliness. Processed within 5 Business Days of receipt. 35 Number of Financial Transactions processed within 5 Business Days divided by number of Financial Transactions received for the Month. ≥98% <98 to ≥97% <97% 4 Distribution Output ACH payments released by Computershare on Payable Date Checks mailed on Payable Date N/A Total percentage of distribution ACH payments released on Payable Date per month. Total percentage of distribution checks mailed on Payable Date per month. The final KPI percentage is a combined average of the above. =100% <100 to ≤99% <99% 5 Non-Financial Transactions Timeliness Non-Financial Transactions processed within 5 Business Days 35 Number of Non-Financial Transactions processed within 5 Business Days divided by total number of Non-Financial Transactions received for the Month. >99% <99% to ≥97% <97% 6 Routine Transactions Non-Routine Transactions Routine Transactions processed within 3 Business Days Non-Routine Transactions processed within 10 Business Days 35 35 Number of Routine Transactions processed within 3 Business days divided by total number of Routine Transactions received for the Month. Number of Non-Routine Transactions processed within 10 Business days divided by total number of Non-Routine Transactions received for the Month. The final KPI percentage i...
KPI Table. The Contractor must ensure that its performance of the Services satisfies (and continues to satisfy throughout the Term) each KPI set out in the table below in accordance with Performance Requirements Special Condition in Attachment 4. KPI # KEY PERFORMANCE INDICATOR DESCRIPTION TARGET ASSESSMENT PERIOD 6 7
KPI Table. Category Sub-category Designation Commitment Unit Periodicity Construction Operation and Maintenance Ksd - Starting date Commence Operation and Maintenance of System on or before Commencement Date Business Day Once Construction Kc - Commissioning 12 months after Commencement of Works Phase for the Final Segment of the Works Month Once Kr – Recycling/ Disposal rate Kr - Recycling/ Disposal rate 90% % of recycled/disposed sources Once
KPI Table. Category Sub-Category Designation Commitment Unit Periodicity Energy Consumptions Ke - Guaranteed Annual Savings 2,234,042 kWh Each Annual Period Operations & Km - Accuracy of 97% % of assets Monthly Maintenance CMMS database Maintenance Ko - Outage rate Less than 2% % of assets Monthly Maintenance Ka - Availability More than 98% % of assets Monthly of the assets Operations Ks - Self- More than 75% % of tickets Monthly detection Operations Kt - Emergency 3 hours Hour Per Occurrence Response time Kd1 - Delay of Unscheduled Operations Maintenance or 5 business days Business Day Per Occurrence Repairs- single SL* Operations & Kd2 - Delay of Unscheduled Maintenance Operations Maintenance or Repairs - more 2 business days Business Day Per Occurrence than 3 SL* in a row Kd3 - Delay of Unscheduled Operations Maintenance or Repairs - Poles, 6 Weeks Business Week Per Occurrence Arms and Foundation Operations Kq - Monthly one report Report Monthly Report Operations Xxx - Lighting 100 % % of IES Each Annual Performance standard values Period Operations Kw - Average 99 W W Each Annual Installed Wattage Period *SL = Street Light
