Revenue Services of British Columbia - Status Report

Transcription

1 Revenue Services of British Columbia - Status Report 2017/2018 Q4: January, February, March Service Level Service Level Definition Target Frequency Q4 Performance Additional Information Deposit Cycle Time Invoices Issued on Time MSP Pay Direct Invoices Issued on Time MSP Group MSDPR Program 24 MSDPR Program 25 Court Fines Program 27 Time to deposit Cheques into the Province s bank account for all Deposit Programs within a Deposit Program Category. Timeliness of invoicing of Eligible Accounts. Timeliness of invoicing of Eligible Accounts % Monthly SLA met for Jan, Feb, Mar 81,002 cheques processed during Q % Monthly SLA met for Jan, Feb, Mar 1,524,415 MSP Pay Direct invoices issued during Q % Monthly SLA met for Jan, Feb, Mar 44,415 MSP Group invoices issued during Q4 6.30% Semi-Annual SLA met for period Oct 2.48% Semi-Annual SLA not met for period Oct 5.26% Semi-Annual SLA not met for period Oct

2 Ambulance Program 39 Student Loans Programs 12, 19, 26 Revenue Realization MSP Pay Direct Revenue Realization MSP Group Call Answer Rate Speed of Image & Data Capture Total Cash Collected as a ratio of the Net Billed Revenue. The objective is for RSBC to continue to deliver year over year improvement in recovering billed receivables for the Province. Total Cash Collected as a ratio of the Net Billed Revenue. The objective is for RSBC to continue to deliver year over year improvement in recovering billed receivables for the Province. Ability to answer incoming calls on all Customer Service lines. The turnaround time between scanning to image and/or data availability for upload. time within three (3) business days non-peak period; six (6) 16.04% Semi-Annual SLA met for period Oct 4.63% Semi-Annual SLA met for period Oct 96.00% Annual SLA Period Nov Oct % Annual SLA Period Nov Oct 2018 $158,911,033 collected during Q4 on net billed revenue of $130,487,777 $195,062,451 collected during Q4 on net billed revenue of $182,845, % Quarterly SLA met for Q4 116,033 calls answered during Q % Monthly SLA met for Jan, Feb, Mar 115 applications processed during Q4

3 SAP ECC/PSCD SAP CRM SAP Biller Direct CCM SAP Biller Direct Pay Now WebMethods Ebilling Generator business days peak period

4 SAP HANA SAP Business Objects Trillium IBM Content Manager On Demand Enterprise Reporting System Time to Resolution Priority 1 Applications Time to Resolution Priority 2 Applications Application Reliability Outside of Projects Application Reliability Projects Time to Resolve Priority 1 (P1) and Priority 2 (P2) RMS Incidents. Time to Resolve Priority 1 (P1) and Priority 2 (P2) RMS Incidents. The reliability of the RMS Application Suite based on the occurrence of Defects. The reliability of the RMS Application Suite based on the occurrence of Defects. 9 Hours Monthly SLA met for Jan, Feb, Mar 18 Hours Monthly SLA met for Jan, Feb, Mar 4 - non project defects 6 - project defects Monthly Monthly SLA met for Jan, Feb, Mar SLA met for Jan, Feb, Mar

5 Project Performance to Budget Project Performance to Schedule The number of Projects completed On-Budget relative to the total number of completed Projects expressed as a percentage. The number of Projects Completed on Schedule relative to the Projects committed to be delivered in the Month, expressed as a percentage % Monthly SLA not applicable for Jan, Feb, Mar % Monthly SLA not applicable for Jan, Feb, met for Mar