This measure is important because it shows how the MMIS technology/services contractors are performing on their contractual Service Level Agreements (SLAs), which are the minimum levels at which the contractor must operate. That is why our goal is always 100%.
Each IT contractor supporting DVHA’s MMIS has a set of contractual SLAs they measure and report to DVHA each month. DVHA business unit leaders who oversee the MMIS IT contracts monitor contractor SLA performance and address issues or failures. Any failure to meet an SLA target is addressed by contract owners and could result in a monetary Service Level Credit (SLC) from the contractor to DVHA, and/or the requirement by DVHA that the contractor develop and implement a corrective action plan.
The trendline demonstrates that MMIS IT contractors frequently but not always meet their monthly SLAs. Since the trendline was created retroactively, the root causes and corrective actions taken by the vendor and/or contract owners are unknown but will be documented going forward.
In August 2021, Change Healthcare (CHC) did not meet two SLA’s and there will be a $1,500 credit reflected in the next monthly invoice from CHC. The failed SLA’s were due to CHC’s phone system being down for a few hours on 8/26/2021, causing the call answering volume and abandonment rate fall outside the SLA parameters. This was not a CHC issue but was their phone/fax vendor issue. The vendor told CHC that they are looking into other vendors in the hopes to prevent this from happening in the future.
As of January 2022, the State of Vermont added 10 additional SLAs to the Gainwell Technologies contact. There are 43 SLAs Gainwell is now responsible for.
In March 2022, Gainwell Technologies missed SLA (#11) 3 months in a row due to understaffing. A cumulative credit was applied, and service credits were also applied for January (for SLA #34) and February (SLA #28).
Narrative last updated: 05/17/2022