Mandatos de los comités de supervisión con respecto a la auditoría interna

cumplimiento 96 debe ser una aspiración de los servicios de auditoría interna en el

B. Mandatos de los comités de supervisión con respecto a la auditoría interna

 SLA Metric # 1: Averagetime to deliver an estimate after initial consultation.

 Description: The time, measured in days, for the Graphic or Variable Data unit to reply with a project estimate after initial consultation with a customer.

 Purpose: This measure was selected in an attempt to measure timeliness of communication and responsiveness of the design team to customer requests for estimates or for quotes to perform Variable or Graphic design jobs.

 Comparability: None at this time.  Measure calculation formula:

o (B – A)= Number of days to deliver an estimate after initial consultation. o A = Consultation time/date.

o B = Estimate or quote response time/date.  Detailed metric definition / calculation formula:

o Consultation can be a meeting, phone conversation or email exchange. o The number of days to deliver an estimate is calculated separately for each

Graphic or Variable design job for which P&D has provided an estimate. o Results are averaged for all estimates provided within a quarter.

 Baseline: None.

 Service Level Expectation (Quantitative performance target): None at this point; agreement to measure and set target at CUB when 6 -9 months worth of data are available..

 Frequency of reporting / timeliness: Quarterly.  Attachments: None.

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 SLA Metric # 2-A: Percent of time Publishing & Distribution meets the A.D.D.

(Agreed Delivery Date) for Design jobs.

 Description: The percentage of all Graphic or Variable Data Design jobs that meet the delivery date agreed upon between customers and P&D staff.

 Purpose: This metric was selected in an attempt to measure timeliness of delivery for design jobs, which was identified by P&D customers as one of the most critical quality attributes associated with the delivery of this service.

It is expected that tracking and reporting on this measure will assist DAS & P&D management and customer members of the EGS Customer Board to understand and make data-driven decisions regarding:

o P&D Design workflow / processes. o Management of customer expectations. o Resource/ workload balancing.

 Comparability: None at this time.  Measure calculation formula:

o A / B

o A = Design jobs that meet the Mutually Agreed Upon Delivery Date. o B = Total number of design jobs.

 Detailed metric definition / calculation formula:

o For online order submissions, when a customer submits a design order and enters a desired delivery date, if P&D staff considers the requested date unattainable and contacts the customer in less than two (2) business days to negotiate a new date, the change to the delivery date will not be considered a late job.

o For all jobs that require a proof, if based on the proof the customer asks for changes in the design of the job and the delivery date needs to be modified by P&D, this will not be considered a late job.

o For all other changes to the delivery date requested by P&D, whether or not the new proposed delivery date impacts customer or not (whether or not changes can be easily accommodated by customer) it will be considered a late job.  Baseline: None.

 Service Level Expectation (Quantitative performance target): 99%.

Frequency of reporting / timeliness: Quarterly.

 Attachments: None.

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 SLA Metric # 2-B: Percent of time Publishing & Distribution meets the A.D.D.

(Agreed Delivery Date) for Production jobs.

 Description: The percentage of all Production jobs that meet the delivery date agreed upon between customers and P&D staff.

 Purpose: This metric was selected in an attempt to measure timeliness of delivery for production jobs, which was identified by P&D customers as one of the most critical quality attributes associated with the delivery of printing and copying production services.

It is expected that tracking and reporting on this measure will assist DAS & P&D management and customer members of the EGS Customer Board to understand and make data-driven decisions regarding:

o P&D Production workflow / processes. o Management of customer expectations. o Resource/ workload balancing.

 Comparability: None at this time.  Measure calculation formula:

o A / B

o A = Production jobs that meet the Mutually Agreed Upon Delivery Date. o B = Total number of production jobs.

 Detailed metric definition / calculation formula:

o For online order submissions, when a customer submits a production order and enters a desired delivery date, if P&D staff considers the requested date

unattainable and contacts the customer in less than two (2) business days to negotiate a new date, the change to the delivery date will not be considered a late job.

for 2012. The value of this measure for Q2 2013 was 97,34%.

 Service Level Expectation (Quantitative performance target): 98%.  Frequency of reporting / timeliness: Quarterly.

 Attachments: None.

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 SLA Metric # 2-C: Percent of time Publishing & Distribution meets the A.D.D.

 Description: The percentage of all Mail jobs that meet the delivery date agreed upon between customers and P&D staff.

 Purpose: This metric was selected in an attempt to measure timeliness of delivery for mail jobs, which was identified by P&D customers as one of the most critical quality attributes associated with the delivery of mail services.

It is expected that tracking and reporting on this measure will assist DAS & P&D management and customer members of the EGS Customer Board to understand and make data-driven decisions regarding:

o P&D Mail workflow / processes.

o Management of customer expectations. o Resource/ workload balancing.

 Comparability: None at this time.  Measure calculation formula:

o A / B

o A = Mail jobs that meet the Mutually Agreed Upon Delivery Date. o B = Total number of mail jobs.

 Detailed metric definition / calculation formula:

o For online order submissions, when a customer submits a mailorder and enters a desired delivery date, if P&D staff considers the requested date unattainable and contacts the customer in less than two (2) business days to negotiate a new date, the change to the delivery date will not be considered a late job. o For all jobs that require a proof, if based on the proof the customer asks for

changes in the design of the job and the delivery date needs to be modified by P&D, this will not be considered a late job.

 Service Level Expectation (Quantitative performance target): 98%.  Frequency of reporting / timeliness: Quarterly.

 Attachments: None.

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 SLA Metric # 3: Percent of time Publishing & Distribution jobs do not need to be

 Description: Percentage of jobs that are produced by Publishing & Distribution that do not require re-producing due to errors by Publishing & Distribution. This metric is limited to rework requested by the customer.

 Purpose: This metric was selected in an attempt to measure quality of service delivery, which was identified by P&D customers as a critical quality attributes associated with Publishing & Distribution production services.

It is expected that tracking and reporting on this measure will assist DAS & P&D management and customer members of the EGS Customer Board to understand and make data-driven decisions regarding:

o P&D Design workflow / processes. o Quality control measures.

 Comparability: None at this time.  Measure calculation formula:

o A / B

o A = All jobs that are produced accurately without customer requests for rework o B = Total number of jobs.

 Jobs assigned a job number.

 Groups of secure nightly programed print jobs, grouped by agency program.

 Detailed metric definition / calculation formula:

o This measure covers Electronic Publishing and Scanning as well as production jobs (printing, copying & finishing jobs).

o This measure is limited to rework performed as per input received from

customers, excluding mistakes caught by P&D staff before customer receives the job.

o This measure includes little mistakes notified by customers even if a customer does not request the job is redone ("customer can live with the mistake"). o This measure includes all jobs for which any part of the job needs to be redone,

however small - for example, if there is a mistake on the binding of 1 book in a job requiring printing and binding 800 books, the job will be considered as needing to be redone.

o Data is captured through production incident reports.

 Baseline: 97,32% for Q1 2013. However, historically P&D calculated the value of this metric using a slightly different methodology (including errors detected by P&D, which are excluded from the calculation of this SLA metric).

 Service Level Expectation (Quantitative performance target): 97%.  Frequency of reporting / timeliness: Quarterly.

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 SLA Metric # 4: Percent of programmed print jobs that have been delayed for any

reason, and the customer has been notified.

 Description: The percentage of delayed programmed print jobs where the customer is notified on a timely basis. Delays can be due to, but not limited to:

o Internal equipment failure.

o Delayed transmission from data source. o Data source interruptions such as:

 Connection issues.

 Remote job failures.

 Purpose: This metric was selected in an attempt to measure timeliness of communication within the programmed print unit, which was identified by P&D customers as one of the critical quality attributes associated with the delivery of programmed printing services.

It is expected that tracking and reporting on this measure will assist DAS & P&D management and customer members of the EGS Customer Board to understand and make data-driven decisions regarding:

o P&D Design workflow / processes. o Management of customer expectations. o Resource/ workload balancing.

 Comparability: None at this time.  Measure calculation formula:

o A / B

o A = All programmed print jobs that are delayed due to any reason and the customer on record is informed in a timely fashion.

o B = Total number of delayed jobs.

 Detailed metric definition / calculation formula:

o P&D will begin capturing, for every programmed printing job, one or more email addresses within customer organizations so that, in case of system failure impacting multiple programmed jobs, P&D can easily send an email notifying about job delay.

o It will be the customer responsibility to give P&D the email addresses of the employees that should be notified about a delay, and to disseminate that information to all business units within customer organization impacted by the delay.

 Baseline: None at this time.

 Service Level Expectation (Quantitative performance target): 99.9%.  Frequency of reporting / timeliness: Quarterly.

 Attachments: None.

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 SLA Metric # 5: Number of “double stuffing” mailing incidents per week.

 Description: A count of the number of first class, personal correspondence or negotiable document’s that are incorrectly inserted into another recipient’s envelope. The error may result in the disclosure of personal information of a citizen.

 Purpose: This metric was selected in an attempt to measure accuracy of service delivery, which was identified by P&D customers as a critical quality attributes associated with the delivery of confidential or sensitive information.

It is expected that tracking and reporting on this measure will assist DAS & P&D management and customer members of the EGS Customer Board to understand and make data-driven decisions regarding:

o P&D workflow / processes.

o Management of confidential information. o Resource/ workload balancing.

 Comparability: None at this time.  Measure calculation formula

o A

o A = Number of identified “double stuffing” incidents.  Detailed metric definition / calculation formula:

o P&D will measure the average number of incidents per week and report quarterly about the value of this measure in the preceding quarter.

o It is the customers’ responsibility to report a double stuffing incident.  Baseline: .25 (which is equivalent to 1 double stuffing incident per month).  Service Level Expectation (Quantitative performance target): 0 (zero).  Frequency of reporting / timeliness: Quarterly.

 Attachments: None.

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 Description: The Shuttle Mail system is comprised of over 500 stops per day in the Salem, Portland and Eugene area. Each stop has a predetermined time. This metric will report the percentage of time the shuttle drivers adhere to the arrival schedule.

 Purpose: This metric was selected in an attempt to measure timeliness of service delivery, which was identified by P&D customers as one of the most critical quality attributes associated with the delivery of this service.

It is expected that tracking and reporting on this measure will assist DAS & P&D management and customer members of the EGS Customer Board to understand and make data-driven decisions regarding:

o P&D Shuttle Mail workflow / processes. o Management of customer expectations. o Resource/ workload balancing.

 Comparability: None at this time.  Measure calculation formula:

o A / B

o A = Number of Shuttle Mail stops that are on time. o B = Total number of Shuttle Mail stops.

 Detailed metric definition / calculation formula:

o Meeting scheduled pick-up or delivery times plus or minus 15 minutes.

o This metric will be tracked by P&D shuttle staff by scanning a location tag logging time of arrival at each shuttle stop using the Pac Trac system.

 Baseline: None.

 Service Level Expectation (Quantitative performance target): None at this point; agreement to measure and set target at CUB when 6 -9 months worth of data are available.

 Frequency of reporting / timeliness: Quarterly.  Attachments: None.

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 SLA Metric # 7: Percent of compliance with arranged pickup schedule for delivery

services.

 Description: When a customer requests delivery of larger items that aren’t appropriate for the shuttle service, a Publishing & Distribution driver will schedule a date and time to pickup the materials. This metric will report the percentage of time the drivers adhere to the agreed pick-up schedule.

It is expected that tracking and reporting on this measure will assist DAS & P&D management and customer members of the EGS Customer Board to understand and make data-driven decisions regarding:

o P&D Delivery service workflow / processes. o Management of customer expectations. o Resource/ workload balancing.

 Comparability: As part of its SLA, another Program in DAS (DAS Surplus Property) will track and report on the same performance metric for surplus property pick-up services, which will allow for comparability of performance between programs.

 Measure calculation formula: o A / B

o A = Number of collection/pick-ups that occurred within agreed upon timeframe. o B = Total number of collection/pick-ups scheduled.

 Detailed metric definition / calculation formula:

o Scheduled and effective pickup times will be hand logged on the work order.  Baseline: None at this time.

 Service Level Expectation (Quantitative performance target): None at this point; agreement to measure and set target at CUB when 6 -9 months worth of data are available.

 Frequency of reporting / timeliness: Quarterly.  Attachments: None.

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 SLA Metric # 8: Percent of mail posted and sent out at the reduced postal rate.

 Description: Publishing & Distribution produces and receives mail from customers to be posted at the reduced postage rate. This is achieved by running the final mail piece through our OCR mail sorter, boxing, palletizing and transmitting the postage statement to the USPS. The presorted mail is delivered to the USPS bulk mail receiving unit at a time prescribed by the USPS. If Publishing & Distribution is unable to process all the mail by the specified time, and it must be mailed that day, Publishing & Distribution will post the mail at the full first class rate.

This metric will measure the percentage of incoming and produced mail pieces that are mailed out at the reduced postage rate.

 Purpose: This metric was selected in an attempt to measure timeliness of mail service, which was identified by P&D customers as a critical quality attribute associated with the delivery of mailing services.

It is expected that tracking and reporting on this measure will assist DAS & P&D management and customer members of the EGS Customer Board to understand and make data-driven decisions regarding:

o P&D production mail workflow / processes.

o Time requirements for customers to send data or mail pieces for posting. o Management of customer expectations.

o Resource/ workload balancing. o Changing USPS requirements.  Comparability: None at this time.  Measure calculation formula:

o A / B

o A = Number of mailing pieces that are posted at the reduced postal rate. o B = Total number of mail pieces posted.

 Detailed metric definition / calculation formula: N/A.  Baseline: None.

 Service Level Expectation (Quantitative performance target): None at this point; agreement to measure and set target at CUB when 6 -9 months worth of data are available

 Frequency of reporting / timeliness: Quarterly.  Attachments: None.

In document Estado de la función de auditoría interna en el sistema de las Naciones Unidas (página 75-79)