Operations Division 4 Sao Service Level Agreement CaBankMiscat Process tees) Bla Bonds SLA Owner-Division ‘Operations ‘SLA Owner-Depariment GS Unk Process Steps/ Hand-offs Bans Aahaty Pre:Process Customer submits the required documentation, branch reviews and approves the same before scanning to COPS in Omninaw system Print Guarantee Post processing by COPS, Branch prints GGuarantee/Bid Bond from the Omnflow system, hands over to customer and takes acknowledgement \c0PS Activity Checks the completeness of the documentation creates and authorises transection in Tl and prints the Guarantee/Bld Bond. Typical time taken fo Drocess a Guarantee/Bid Bond ls approximately 10 minutes per transaction, ‘Bxcentions If cociment not complete, COPS ralses exceptions land sends back the worktow tothe branch for Fectieation. 12" September 2011 a ‘Branoh Acta Brench to complete the activities and scan within 2 hours Guarantees: 1. Forms received before 11 am ~ same day |. Forms recelved after Lt am next working day Bid Bonds-Same Day: |. Forms received before 8,30 a.m, -2 hours 1, Forms received after 8.30 a. eame day Bid Bonds-Saturday |. Forms received up to Thursday, ~ Thursday end ofaay Pasetof2 “Version 2.0 Y LaOperations Division Service Level Agreement Aas Aabinkisat ‘BeceDonS Branch to clear exceptions in 4 day Normal COPS SLA continues once exception is responded ‘SLA Measurement Tools ‘Bam aaty CCirrenty no report exists to track and monitor (SOPs activty “TFA Activity Detalled_ Report Is generated from COrnmifow that measures SLA for Guarantees/BId Bonds Exceptions TrA-Actvity_Detalleé_Repert’ report is generated {rom Omniflow that captures open exceptions. ‘SLA Compliance Conditions ‘Capacity Consirain ~ 80 Guarantees per day — cece pees) eae aaa AO tN) Lu ole a = oe Siena Ta reacsa news ca haniny ices asta iersoms on“Tainreald marerassng | Noles se ctwty Recopt window tine ‘une Jeon 1 lemataon re oe 2