Process Improvement Some guidelines on things to ask before entering a new contract. By The Editors A request for proposal (RFP) is a business standard when organizations vet service providers before entering a new contract. There are some nuances HR executives need to know when going out to market for a recognition platform and program. The RFP should include a summary statement, which is a description of the services that are being sought and are expected of the program. For example: " Our organization is seeking ways to motivate and reward employees through real-time feedback exchange. " An organization is best served to outline the anticipated goals of the program and any technology that is required. Some of the intended goals may include: * Increase employee engagement and performance. * Track manager and peer feedback. * Engage employees with social and peer-to-peer recognition. * Recognize employee years of service and other milestones. * Provide incentives for safety, sales, and other goals. * Reinforce culture and speciÿ c employee behaviors. * Drive customer loyalty. A summary scope of work can further detail the expectations of the contract, including speciÿ cs on the types of recognition and rewards offered to employees, how rewards will be obtained, and any technology solutions and/or integrations. A RFP should also include key performance indicators (KPIs) and service level agreements (SLAs), plus a thorough description of the quality expectations and the metrics to quantify quality. Some common KPIs and SLAs include: * Customer satisfaction * Platform adoption and usage * On-time delivery of rewards * Turnover rates * Employee satisfaction * Employee productivity * Employee retention * Employee engagement www.hrotoday.com [5] Recognition Provider Directory-2020-v4.indd 5 8/7/20 2:03 PM RFP AT A GLANCEhttp://www.hrotoday.com