CIRCULAR CONSAR 19-32 Additions to the General Rules Governing Information Delivered by AFORE Administrators, Specialized Investment Societies, Receiving Entities, and National SAR Database Operators to the National Commission for the Retirement Savings System — SHCP — MX

DOF: 02/07/2024

CIRCULAR CONSAR 19-32 Additions to the General Rules to which Administrators of Retirement Fund Administrators, Specialized Investment Societies for Retirement Funds, Receiving Entities, and Companies

At the margin a seal with the National Coat of Arms, which says: United Mexican States.- TREASURY.- Ministry of

Finance and Public Credit.- National Commission for the Retirement Savings System.

CIRCULAR CONSAR 19-32

ADDITIONS TO THE GENERAL RULES TO WHICH THE INFORMATION

THAT ADMINISTRATORS OF RETIREMENT FUNDS, SPECIALIZED INVESTMENT SOCIETIES

FOR RETIREMENT FUNDS, RECEIVING ENTITIES AND COMPANIES

OPERATORS OF THE NATIONAL SAR DATABASE, WILL DELIVER TO THE NATIONAL COMMISSION

OF THE RETIREMENT SAVINGS SYSTEM.

The President of the National Commission for the Retirement Savings System, based on what is provided

in articles 5 fractions I, II, VII and XVI, 12 fractions I, VIII and XVI, 88, 89, 90 fractions II, 91 and

113 of the Law of the Retirement Savings Systems;

106 of the Law of the Security and Social Services Institute for State Workers;

140 of the Regulations of the Law of the Retirement Savings Systems;

1, 2 fraction III and 8 first paragraph of the Internal Regulations of the National Commission for the

Retirement Savings System, and

CONSIDERING

That Circular 19-8, "General rules to which the information that administrators of retirement funds, specialized investment societies for retirement funds, receiving entities and companies operating the National SAR Database must adhere to, deliver to the National Commission for the Retirement Savings System" with its modifications and additions, has as its object to establish the procedure and requirements to which Administrators of Retirement Funds, Specialized Investment Societies for Retirement Funds, Receiving Entities and Companies Operating the National SAR Database must adhere, regarding the information they must provide to the Commission, so that it has the necessary elements to supervise their proper functioning;

That on February 14, 2024, the "Modifications and additions to the General Provisions on matters of service to users of the Retirement Savings Systems" were published in the Official Gazette of the Federation, through which it is indicated that Administrators must deliver to the Commission, the information in an aggregated manner by the Attention Channel that is used or has been used to carry out the measurement of the referred Service Levels and through which the values and results thereof are justified or proven.

Likewise, in the case where the Administrator hires the Independent Expert to carry out the measurement of the Service Levels, it must deliver the same information, but disaggregated and with all the particular details of each attention event, such information must be delivered by the Administrator to the Independent Expert on a quarterly basis.

That, in order to have all the information, it is necessary to add Annex 150 so that this Commission has the base information used to carry out the quarterly measurements of service levels.

That in order to comply with what is established in articles 71 and 78 of the General Law of Regulatory Improvement, as well as in Article Fifth of the "Agreement that establishes the guidelines that must be observed by the dependencies and decentralized organisms of the Federal Public Administration, regarding the issuance of general administrative acts to which Article 69-H of the Federal Administrative Procedure Law applies", as has been expressed in the form and Regulatory Quality Annex, this modification does not imply compliance costs for Retirement Fund Administrators.

That in terms of article 71 fourth paragraph of the General Law of Regulatory Improvement, and in accordance with what was determined by the National Commission for Regulatory Improvement through letter CONAMER/24/1440 dated April 4, 2024, these modifications do not imply compliance costs for private parties, therefore it has been deemed appropriate to issue the following:

ADDITIONS TO THE GENERAL RULES TO WHICH THE INFORMATION

THAT ADMINISTRATORS OF RETIREMENT FUNDS, SPECIALIZED INVESTMENT SOCIETIES

FOR RETIREMENT FUNDS, RECEIVING ENTITIES AND COMPANIES

OPERATORS OF THE NATIONAL SAR DATABASE, WILL DELIVER TO THE NATIONAL COMMISSION

OF THE RETIREMENT SAVINGS SYSTEM.

UNIQUE.-

Fraction LIV is ADDED to Rule Seventh, of Circular CONSAR 19-8, "General rules to which the information that administrators of retirement funds, specialized investment societies for retirement funds, receiving entities and companies operating the National SAR Database must adhere to, deliver to the National Commission for the Retirement Savings System", modified and added by Circles CONSAR 19-9, CONSAR 19-10, CONSAR 19-11, CONSAR 19-12,

CONSAR 19-13, CONSAR 19-14, CONSAR 19-15, CONSAR 19-16, CONSAR 19-17, CONSAR 19-18,

CONSAR 19-19, CONSAR 19-20, CONSAR 19-21, CONSAR 19-22, CONSAR 19-23, CONSAR 19-24,

CONSAR 19-25, CONSAR 19-26, CONSAR 19-27, CONSAR 19-28, CONSAR 19-29,

CONSAR 19-30, and

CONSAR 19-31,

published in the Official Gazette of the Federation on August 18, 2008, January 22

of 2010, July 2, 2010, August 15, 2011, July 6, 2012, October 16, 2012, June 7 of

2013, September 27, 2013, September 9, 2014, August 17, 2015, June 6, 2016, June 6 of

September 2017, March 15, 2018, January 18, 2019, May 31, 2019, October 8, 2019, December 5 of

2019, December 17, 2020, May 31, 2021, February 4, 2022, July 25, 2022, July 7, 2023,

October 2, 2023, and February 8, 2024 respectively, to remain in the following

terms:

" SEVENTH. - The information that Administrators must provide to the Commission consists of:

I. to LIII . ...

LIV.

Base information used to carry out quarterly measurements of service

levels, in accordance with what is established in Annex 150 of these

general

rules. "

SECOND.-

Annex 150 is ADDED to Circular CONSAR 19-8, "General rules to which

the information that administrators of retirement funds, specialized investment societies

for retirement funds, receiving entities and companies operating the National SAR Database

must adhere to, deliver to the National Commission for the Retirement Savings System", modified and

added by Circles CONSAR 19-9, CONSAR 19-10, CONSAR 19-11, CONSAR 19-12, CONSAR

19-13, CONSAR 19-14, CONSAR 19-15, CONSAR 19-16, CONSAR 19-17, CONSAR 19-18, CONSAR 19-19,

CONSAR 19-20, CONSAR 19-21, CONSAR 19-22, CONSAR 19-23, CONSAR 19-24,

CONSAR 19-25,

CONSAR 19-26, CONSAR 19-27, CONSAR 19-28, CONSAR 19-29,

CONSAR 19-30, and CONSAR 19-31,

published in the Official Gazette of the Federation on August 18, 2008, January 22, 2010, July 2

of 2010, August 15, 2011, July 6, 2012, October 16, 2012, June 7 of

2013, September 27,

September 2013, September 9, 2014, August 17, 2015, June 6, 2016, September 6 of

2017, March 15, 2018, January 18, 2019, May 31, 2019, October 8, 2019, December 5 of

2019, December 17, 2020, May 31, 2021, February 4, 2022, July 25, 2022, July 7, 2023,

October 2, 2023, and February 8, 2024 respectively, in terms of the present

additions.

TRANSITORY

FIRST. - These additions will enter into force on July 15, 2024.

The information referred to in Annex 150 of these additions must be transmitted for the first

time according to the following:

On July 15, 2024, the information corresponding to the second quarter of 2024 must be transmitted in the schedules established in Annex 150.

On July 16, 2024, the available information corresponding to the first quarter of 2024 must be transmitted in the schedules established in Annex 150.

For subsequent transmissions, the provisions of the aforementioned Annex 150 will be followed.

SECOND. - With the entry into force of these additions, all those provisions

that contravene these are repealed.

Mexico City, June 19, 2024.- The President of the National Commission for the Retirement

Savings System, Master Julio César Cervantes Parra.- Rubric.

Annex 150

DESCRIPTION OF THE FORMAT

Aggregated Type Information. - This file contains the information of the measurement of each Service Level for each attention channel

that is used or has been used by the Administrator, as well as reference values, results and statistical data.

SENDING PERIODICITY

RECEPTION PERIOD

RECORD LENGTH

TRANSMISSION SCHEDULE

Quarterly

On the 15th day of the months of January, April,

July and October. If it is an inactive day or holiday

to the next business day.

127

From 09:00 to 18:00 Hrs.

HEADER

Concept

Data

Type

Length

Position

Observations

Ent.

Dec.

From:

To:

Record Type

Record identifier (for system control)

= Constant "000". 1

Number of records

Number of Records contained in the file

including the header. 1

Record size

Number of characters per record = Constant

"127". 1

File type

File identifier (for system control)

= Constant "2100". 1

Entity Type

Entity Type Key that reports the

information, according to the Entity Types Catalog of the General Catalog

Circular 19, Constant = "001". 1

Entity

Entity Key that reports the Information of

accordance with the Entity Catalog (AFORE),

annex. 1

Information date

Information Date, last day of the quarter that

reports. 3

Blank spaces

127

Empty. 6

DETAILS

DETAIL 1: Notification of the status of the procedure.

Concept

Data

Type

Length

Position

Observations

Ent.

Dec.

From:

To:

Record type

Record identifier (for system control)

= Constant "301". 1

Status of the Procedure

It must assign the status in which the

procedure is located that will be reported for the service level

requested. The identifier of the

Catalog "Status of the procedure" annex must be noted. 1

The procedure status called "conclusion

same day" must be used for those

service requests that are concluded on the same

day and no notification is issued.

Type of Procedure

It must assign the Type of procedure that will be reported

for the requested service level. The identifier of the Catalog "Type of

procedure" annex must be noted. 1

Sub-procedure

It must assign the sub-procedure that will be reported

for the requested service level. The identifier of the Catalog "Sub-procedure"

annex must be noted. 1

For Procedure Type ID = 99 it must select

Sub-procedure Catalog

For Procedure Type Others it must be chosen

between Modification of non-certifiable data,

Identification file: generation of

file, Generation of Nip or Recovery of

Nip

Unit of Measure

It must assign "business days" as the unit of

measure for this detail. The identifier of the Catalog "Unit of Measure"

annex must be noted. 1

Requests received

in the quarter

Requests received in the quarter. 1

Service requests received are understood as

the request presented to the Administrator

for the attention and solution of any Procedure,

Consultation or Clarification, Complaint and its Follow-up,

presented by a User regarding the

administration of the Individual Account

For this Service Level the period to report

will be from the first business day of the quarter and up to 5

business days prior to the conclusion of the quarter.

Those requests received in the last 5 business days

of the quarter must be reported in the

following quarter, considering the 5 business days

for the sending of the notification.

Reference value

Reference value. 2

These are the values established by the Administrator

for each of its Service Levels, with

the exception of those already established in the

General Provisions on matters of

service to users of the Retirement Savings

Systems which must be taken as maximum reference values.

Afore service level

result

Afore service level result. 2

It is the result of this Service Level

considering the metrics obtained by the State

of Procedure and by the Type of Procedure.

Service level result by State

of the Procedure

Result of the service level by State of the

Procedure.

It is the result of this Service Level

considering the metrics obtained

disaggregated by the State of Procedure and by the

Type of Procedure.

Minimum value

Minimum value.

The lowest value obtained within the universe of the

data considered for the measurement of this service level disaggregated by the State of the Procedure.

Maximum value

Maximum value.

The highest value obtained within the universe of the

data considered for the measurement of this service level disaggregated by the State of the Procedure.

Mean

Mean.

Average of the set of data considered for

the measurement of this service level disaggregated

by the State of the Procedure.

Median

Median.

It is the middle value of the universe of data

considered for the measurement of this service level ordered from smallest to largest and

disaggregated by the State of the Procedure.

Mode1

Mode1.

It is the value that repeats most or has the greatest

frequency within the universe of data

considered for the measurement of this service level and disaggregated by the State of the Procedure.

In case the numerical value is obtained in

Excel, the formula to use is MODE.MULT.

In this field the largest Mode will be reported.

In case of having only one Mode it will be reported in

this field.

Mode2

Mode2.

It is the value that repeats most or has the greatest

frequency within the universe of data

considered for the measurement of this service level and disaggregated by the State of the Procedure.

In case the numerical value is obtained in

Excel, the formula to use is MODE.MULT.

In this field the second largest Mode will be reported

Mode3

Mode3.

It is the value that repeats most or has the greatest

frequency within the universe of data

considered for the measurement of this service level and disaggregated by the State of the Procedure.

In case the numerical value is obtained in

Excel, the formula to use is MODE.MULT.

In this field the third largest Mode will be reported.

Mode4

Mode4.

It is the value that repeats most or has the greatest

frequency within the universe of data

considered for the measurement of this service level and disaggregated by the State of the Procedure.

In case the numerical value is obtained in

Excel, the formula to use is MODE.MULT.

In this field the fourth largest Mode will be reported.

Mode5

Mode5.

It is the value that repeats most or has the greatest

frequency within the universe of data

considered for the measurement of this service level and disaggregated by the State of the Procedure.

In case the numerical value is obtained in

Excel, the formula to use is MODE.MULT.

In this field the fifth largest Mode will be reported.

Percentile 25

Percentile 25.

It is the measure that indicates the value below which

25 percent of data is found in a

set of ordered data.

In case the numerical value is obtained in

Excel, the formula to use is PERCENTILE.INC.

Percentile 75

Percentile 75.

It is the measure that indicates the value below which

75 percent of data is found in a

set of ordered data.

In case the numerical value is obtained in

Excel, the formula to use is PERCENTILE.INC.

Percentage of

notifications

sent above

the reference value

Percentage of notifications sent above

the reference value.

The percentage of the values obtained within the

universe of data considered for the measurement

of this service level disaggregated by the

State of the Procedure that are above the reference value established.

Percentage of

notifications

sent below

the reference value

Percentage of notifications sent below

the reference value.

The percentage of the values obtained within the

universe of data considered for the measurement

of this service level disaggregated by the

State of the Procedure that are below the reference value established.

Blank spaces

127

Empty. 6

DETAIL 2: Notification of the status of the consultation or clarification.

Concept

Data

Type

Length

Position

Observations

Ent.

Dec.

From:

To:

Record type

Record identifier (for system control)

= Constant "302". 1

Status of the Procedure

It must assign the status in which the

procedure is located that will be reported for the service level

requested. The identifier of the Catalog "Status of the procedure" annex must be noted. 1

The procedure status called "conclusion

same day" must be used for those

service requests that are concluded on the same

day and no notification is issued.

Type of Request

It must assign the Type of request that

will be reported for the requested service level. The

identifier of the Catalog "Type of

request" annex must be noted. 1

For this Service Level only Types of

Request ID = 01 "Consultation" or ID = 02

"Clarification" are expected.

Type of Procedure

It must assign the Type of procedure that will be reported

for the requested service level. The identifier of the Catalog "Type of

procedure" annex must be noted. 1

Sub-procedure

It must assign the sub-procedure that will be reported

for the requested service level. The identifier of the Catalog "Sub-procedure"

annex must be noted. 1

For Procedure Type ID = 99 it must select

Sub-procedure Catalog

For Procedure Type Others it must be chosen

between Modification of non-certifiable data,

Identification file: generation of

file, Generation of Nip, Recovery of

Nip or Consultations or clarifications.

Breakdown of Sub-procedure

Others

It must assign the breakdown of sub-procedure

[Others] that will be reported for the requested service

level. The identifier of the Catalog "Breakdown of Sub-procedure [Others]" annex must be noted. 1

*For sub-procedures ID <> 08 it must select No

Applicable

Unit of Measure

It must assign "business days" as the unit of

measure for this detail. The identifier of the Catalog "Unit of Measure"

annex must be noted. 1

Requests received

in the quarter

Requests received in the quarter. 1

Service requests received are understood as

the request presented to the Administrator

for the attention and solution of any Procedure,

Consultation or Clarification, Complaint and its Follow-up,

presented by a User regarding the

administration of the Individual Account;

For this Service Level the period to report

will be from the first business day of the quarter and up to 5

business days prior to the conclusion of the quarter.

Those requests received in the last 5 business days

of the quarter must be reported in the

following quarter, considering the 5 business days

for the sending of the notification.

Reference value

Reference value.

These are the values established by the Administrator

for each of its Service Levels, with

the exception of those already established in the

General Provisions on matters of

service to users of the Retirement Savings

Systems which must be taken as maximum reference values.

Afore service level

result

Afore service level result.

It is the result of this Service Level

considering the metrics obtained by the State

of Procedure and by the Type of Procedure.

Service level result by State

of the Procedure

Result of the service level by State of the

Procedure.

It is the result of this Service Level

considering the metrics obtained

disaggregated by the State of Procedure and by the

Type of Procedure.

Minimum value

Minimum value.

The lowest value obtained within the universe of the

data considered for the measurement of this service level disaggregated by the State of the Procedure.

Maximum value

Maximum value.

The highest value obtained within the universe of the

data considered for the measurement of this service level disaggregated by the State of the Procedure.

Mean

Mean.

Average of the set of data considered for

the measurement of this service level disaggregated

by the State of the Procedure.

Median

Median.

It is the middle value of the universe of data

considered for the measurement of this service level ordered from smallest to largest and

disaggregated by the State of the Procedure.

Mode1

Mode1.

It is the value that repeats most or has the greatest

frequency within the universe of data

considered for the measurement of this service level and disaggregated by the State of the Procedure.

In case the numerical value is obtained in

Excel, the formula to use is MODE.MULT.

In this field the largest Mode will be reported.

In case of having only one Mode it will be reported in

this field.

Mode2

Mode2.

It is the value that repeats most or has the greatest

frequency within the universe of data

considered for the measurement of this service level and disaggregated by the State of the Procedure.

In case the numerical value is obtained in

Excel, the formula to use is MODE.MULT.

In this field the second largest Mode will be reported

Mode3

Mode3.

It is the value that repeats most or has the highest frequency within the universe of data considered for the measurement of this service level, disaggregated by the Status of the Procedure.

In the event that the numerical value is obtained in Excel, the formula to be used is MODA.VARIOS.

In this field, the third largest Mode will be reported.

Mode4

Mode4.

It is the value that repeats most or has the highest frequency within the universe of data considered for the measurement of this service level, disaggregated by the Status of the Procedure.

In the event that the numerical value is obtained in Excel, the formula to be used is MODA.VARIOS.

In this field, the fourth largest Mode will be reported.

Mode5

Mode5.

It is the value that repeats most or has the highest frequency within the universe of data considered for the measurement of this service level, disaggregated by the Status of the Procedure.

In the event that the numerical value is obtained in Excel, the formula to be used is MODA.VARIOS.

In this field, the fifth largest Mode will be reported.

Percentile 25

Percentile 25.

It is the measure that indicates the value below which 25 percent of the data is found in an ordered set of data.

In the event that the numerical value is obtained in Excel, the formula to be used is PERCENTIL.INC.

Percentile 75

Percentile 75.

It is the measure that indicates the value below which 75 percent of the data is found in an ordered set of data.

In the event that the numerical value is obtained in Excel, the formula to be used is PERCENTIL.INC.

Percentage of

notifications

sent above

the reference value

Percentage of notifications sent above the reference value.

The percentage of values obtained within the universe of data considered for the measurement of this service level disaggregated by the Status of the Procedure that are above the established reference value.

Percentage of

notifications

sent below

the reference value

102

Percentage of notifications sent below the reference value.

The percentage of values obtained within the universe of data considered for the measurement of this service level disaggregated by the Status of the Procedure that are below the established reference value.

Blank spaces

103

127

Blanks. 6

DETAIL 3: Notification of the status of the complaint.

Concept

Data

Type

Length

Position

Observations

Ent.

Dec.

From:

To:

Record Type

Record identifier (for system control)

= Constant " 303 ". 1

Status of the Procedure

The status in which the procedure being reported for the requested service level is located must be assigned. The identifier from the attached "Status of the procedure" Catalog must be noted. 1

The procedure status named "same-day conclusion" must be used for those service requests that are concluded on the same day and for which no notification is issued.

Type of Procedure

The Type of procedure being reported for the requested service level must be assigned. The identifier from the attached "Type of procedure" Catalog must be noted. 1

Sub-procedure

The sub-procedure being reported for the requested service level must be assigned. The identifier from the attached "Sub-procedure" Catalog must be noted. 1

For Type of Procedure ID = 99, select the Sub-procedure Catalog.

For the Type of Procedure "Others", choose between Modification of non-certifiable data, Identification file: file generation, NIP Generation, NIP Recovery, or Queries or clarifications.

Sub-procedure Breakdown

Others

The breakdown of the sub-procedure [Others] being reported for the requested service level must be assigned. The identifier from the attached "Sub-procedure Breakdown [Others]" Catalog must be noted. 1

*For sub-procedures ID <> 08, select Not Applicable.

Unit of Measure

" business days " must be assigned as the unit of measure for this detail. The identifier from the attached "Unit of Measure" Catalog must be noted. 1

Requests received

in the quarter

Requests received in the quarter. 1

Service requests received are understood to be the request presented to the Administrator for the attention and resolution of any Procedure, Query or Clarification, Complaint and its Follow-up, presented by a User regarding the administration of the Individual Account;

For this Service Level, the period to be reported will be from the first business day of the quarter up to 5 business days prior to the conclusion of the quarter.

Requests received in the last 5 business days of the quarter must be reported in the following quarter, considering the 5 business days for sending the notification.

Reference value

Reference value.

These are the values established by the Administrator for each of its Service Levels, with the exception of those already established in the General Provisions regarding service to users of the Retirement Savings Systems, which must be taken as maximum reference values.

Afore service level

result

Afore service level result.

It is the result of this Service Level considering the metrics obtained by the Status of the Procedure and by the Type of Procedure.

Service level result

by Status

of the Procedure

Service level result by Status of the Procedure.

It is the result of this Service Level considering the metrics obtained disaggregated by the Status of the Procedure and by the Type of Procedure.

Minimum value

Minimum value.

The lowest value obtained within the universe of data considered for the measurement of this service level disaggregated by the Status of the Procedure.

Maximum value

Maximum value.

The highest value obtained within the universe of data considered for the measurement of this service level disaggregated by the Status of the Procedure.

Mean

Mean.

Average of the set of data considered for the measurement of this service level disaggregated by the Status of the Procedure.

Median

Median.

It is the middle value of the universe of data considered for the measurement of this service level ordered from smallest to largest and disaggregated by the Status of the Procedure.

Mode1

Mode1.

It is the value that repeats most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Status of the Procedure.

In the event that the numerical value is obtained in Excel, the formula to be used is MODA.VARIOS.

In this field, the largest Mode will be reported.

In the event of having only one Mode, it will be reported in this field.

Mode2

Mode2.

It is the value that repeats most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Status of the Procedure.

In the event that the numerical value is obtained in Excel, the formula to be used is MODA.VARIOS.

In this field, the second largest Mode will be reported.

Mode3

Mode3.

It is the value that repeats most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Status of the Procedure.

In the event that the numerical value is obtained in Excel, the formula to be used is MODA.VARIOS.

In this field, the third largest Mode will be reported.

Mode4

Mode4.

It is the value that repeats most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Status of the Procedure.

In the event that the numerical value is obtained in Excel, the formula to be used is MODA.VARIOS.

In this field, the fourth largest Mode will be reported.

Mode5

Mode5.

It is the value that repeats most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Status of the Procedure.

In the event that the numerical value is obtained in Excel, the formula to be used is MODA.VARIOS.

In this field, the fifth largest Mode will be reported.

Percentile 25

Percentile 25.

It is the measure that indicates the value below which 25 percent of the data is found in an ordered set of data.

In the event that the numerical value is obtained in Excel, the formula to be used is PERCENTIL.INC.

Percentile 75

Percentile 75.

It is the measure that indicates the value below which 75 percent of the data is found in an ordered set of data.

In the event that the numerical value is obtained in Excel, the formula to be used is PERCENTIL.INC.

Percentage of

notifications

sent above

the reference value

Percentage of notifications sent above the reference value.

Percentage of

notifications

sent below

the reference value

100

Percentage of notifications sent below the reference value.

Blank spaces

101

127

Blanks. 6

DETAIL 4: Availability of information.

Concept

Data

Type

Length

Position

Observations

Ent.

Dec.

From:

To:

Record Type

Record identifier (for system control)

= Constant " 304 ". 1

Channels/Media of

Attention

The channel or medium of attention being reported for the requested service level must be assigned.

The identifier from the attached "Channels/Media of Attention" Catalog must be noted. 1

*For this Service Level, only Channels/Media of Attention = " Branch, Call Center, and Digital Channels " are expected.

Type of Information

The Type of information being reported for the requested service level must be assigned. The identifier from the attached "Type of Information" Catalog must be noted. 1

Unit of Measure

" % compliance " must be assigned as the unit of measure for this detail. The identifier from the attached "Unit of Measure" Catalog must be noted. 1

Reference value

Reference value.

Afore service level

result

Afore service level result.

It is the result of this Service Level considering the metrics obtained by the three channels of attention (Branch, Call Center, and Digital Channels).

Service level result

by attention channel

Service level result by attention channel.

It is the result of this Service Level disaggregated for each of the attention channels and their subdivisions.

Blank spaces

103

127

Blanks. 6

DETAIL 5: Maximum waiting time without appointment.

Concept

Data

Type

Length

Position

Observations

Ent.

Dec.

From:

To:

Record Type

Record identifier (for system control)

= Constant " 305 ". 1

Channels/Media of

Attention

The channel or medium of attention being reported for the requested service level must be assigned.

The identifier from the attached "Channels/Media of Attention" Catalog must be noted. 1

*For this Service Level, only Channels/Media of Attention = " Branch " is expected.

Type of

Establishment

The type of establishment being reported for the requested service level must be assigned. The identifier from the attached "Type of Establishment" Catalog must be noted. 1

Establishment Key

Unique key assigned by the Administrator to the establishment.

*According to what has been reported in FTIP 403 Annex 65.

Unit of Measure

" minutes " must be assigned as the unit of measure for this detail. The identifier from the attached "Unit of Measure" Catalog must be noted. 1

Requests received

without appointment in the quarter

Requests received without appointment in the quarter. 1

Service requests received without appointment are understood to be the request presented to the Administrator for the attention and resolution of any Procedure, Query or Clarification, Complaint and its Follow-up, presented by a User without an appointment regarding the administration of the Individual Account;

Reference value

Reference value.

Afore service level

result

Afore service level result.

It is the result of this Service Level considering the metrics obtained by all Types of establishments.

Service level result

by attention channel

Service level result by attention channel.

It is the result of this Service Level disaggregated by all Types of establishments and their subdivisions.

Minimum value

Minimum value.

The lowest value obtained within the universe of data considered for the measurement of this service level disaggregated by type of establishment and its subdivisions.

Maximum value

Maximum value.

The highest value obtained within the universe of data considered for the measurement of this service level disaggregated by type of establishment and its subdivisions.

Mean

Mean.

Average of the set of data considered for the measurement of this service level disaggregated by type of establishment and its subdivisions.

Median

Median.

It is the middle value of the universe of data considered for the measurement of this service level ordered from smallest to largest and disaggregated by type of establishment and its subdivisions.

Mode1

Mode1.

It is the value that repeats most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Type of Establishment.

In the event that the numerical value is obtained in Excel, the formula to be used is MODA.VARIOS.

In this field, the largest Mode will be reported.

In the event of having only one Mode, it will be reported in this field.

Mode2

Mode2.

It is the value that repeats most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Type of Establishment.

In the event that the numerical value is obtained in Excel, the formula to be used is MODA.VARIOS.

In this field, the second largest Mode will be reported.

Mode3

Mode3.

It is the value that repeats most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Type of Establishment.

In the event that the numerical value is obtained in Excel, the formula to be used is MODA.VARIOS.

In this field, the third largest Mode will be reported.

Mode4

Mode4.

It is the value that repeats most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Type of Establishment.

In the event that the numerical value is obtained in Excel, the formula to be used is MODA.VARIOS.

In this field, the fourth largest Mode will be reported.

Mode5

Mode5.

It is the value that repeats most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Type of Establishment.

In the event that the numerical value is obtained in Excel, the formula to be used is MODA.VARIOS.

In this field, the fifth largest Mode will be reported.

Percentile 25

102

Percentile 25.

It is the measure that indicates the value below which 25 percent of the data is found in an ordered set of data.

In the event that the numerical value is obtained in Excel, the formula to be used is PERCENTIL.INC.

Percentile 75

103

107

Percentile 75.

It is the measure that indicates the value below which 75 percent of the data is found in an ordered set of data.

In the event that the numerical value is obtained in Excel, the formula to be used is PERCENTIL.INC.

Percentage of

users without appointment who

waited to be

attended above

the reference value

108

112

Percentage of users without appointment who waited to be attended above the reference value.

The percentage of values obtained within the universe of data considered for the measurement of this service level disaggregated by type of establishment and its subdivisions that are above the established reference value.

Percentage of

users without appointment who

waited to be

attended below

the reference value

113

117

Percentage of users without appointment who waited to be attended below the reference value.

Blank spaces

118

127

Blanks. 6

DETAIL 6: Advisor attention time.

Concept

Data

Type

Length

Position

Observations

Ent.

Dec.

From:

To:

Record Type

Record identifier (for system control)

= Constant " 306 ". 1

Channels/Media of

Attention

The channel or medium of attention being reported for the requested service level must be assigned.

The identifier from the attached "Channels/Media of Attention" Catalog must be noted. 1

*For this Service Level, only Channels/Media of Attention = " Branch " is expected.

Type of

Establishment

The type of establishment being reported for the requested service level must be assigned. The identifier from the attached "Type of Establishment" Catalog must be noted. 1

Establishment Key

Unique key assigned by the Administrator to the establishment.

*According to what has been reported in FTIP 403 Annex 65.

Type of Procedure

The Type of procedure being reported for the requested service level must be assigned. The identifier from the attached "Type of procedure" Catalog must be noted. 1

Sub-procedure

The sub-procedure being reported for the requested service level must be assigned. The identifier from the attached "Sub-procedure" Catalog must be noted. 1

For Type of Procedure ID = 99, select the Sub-procedure Catalog.

For the Type of Procedure "Others", choose between Modification of non-certifiable data, Identification file: file generation, NIP Generation, NIP Recovery, or Queries or clarifications.

Sub-procedure Breakdown

Others

*For sub-procedures other than [Others], select Not Applicable.

Unit of Measure

" minutes " must be assigned as the unit of measure for this detail. The identifier from the attached "Unit of Measure" Catalog must be noted. 1

Requests received

in the quarter

Requests received in the quarter. 1

Reference value

Reference value.

Afore service level

result

Afore service level result.

It is the result of this Service Level considering the metrics obtained by all Types of establishments.

Service level result

by attention channel

Service level result by attention channel.

It is the result of each of this Service Level disaggregated for each of all Types of establishments and their subdivisions.

Minimum value

Minimum value.

The lowest value obtained within the universe of data considered for the measurement of this service level disaggregated for each of the attention channels and their subdivisions.

Maximum value

Maximum value.

The highest value obtained within the universe of data considered for the measurement of this service level disaggregated for each of the attention channels and their subdivisions.

Mean

Mean.

Average of the set of data considered for the measurement of each service level disaggregated by each of the attention channels and their subdivisions.

Median

Median.

It is the middle value of the universe of data considered for the measurement of this service level ordered from smallest to largest and disaggregated by each of the attention channels and their subdivisions.

Mode1

Mode1.

It is the value that repeats most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Type of

Establishment.

If the numerical value is obtained in Excel, the formula to be used is MODE.MULT.

In this field, the largest Mode will be reported.

If there is only one Mode, it will be reported in this field.

Mode2

Mode2.

It is the value that repeats the most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Type of Establishment.

If the numerical value is obtained in Excel, the formula to be used is MODE.MULT.

In this field, the second largest Mode will be reported.

Mode3

Mode3.

It is the value that repeats the most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Type of Establishment.

If the numerical value is obtained in Excel, the formula to be used is MODE.MULT.

In this field, the third largest Mode will be reported.

Mode4

Mode4.

It is the value that repeats the most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Type of Establishment.

If the numerical value is obtained in Excel, the formula to be used is MODE.MULT.

In this field, the fourth largest Mode will be reported.

Mode5

103

Mode5.

It is the value that repeats the most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Type of Establishment.

If the numerical value is obtained in Excel, the formula to be used is MODE.MULT.

In this field, the fifth largest Mode will be reported.

Percentile 25

104

108

Percentile 25.

It is the measure that indicates the value below which 25 percent of the data is found in an ordered set of data.

If the numerical value is obtained in Excel, the formula to be used is PERCENTILE.INC.

Percentile 75

109

113

Percentile 75.

It is the measure that indicates the value below which 75 percent of the data is found in an ordered set of data.

If the numerical value is obtained in Excel, the formula to be used is PERCENTILE.INC.

Percentage of

users who were

attended above

the reference value

114

118

Percentage of users who were attended above the reference value.

The percentage of values obtained within the universe of data considered for the measurement of this service level disaggregated by each of the attention channels and their subdivisions that are above the established reference value.

Percentage of

users who were

attended below

the reference value

119

123

Percentage of users who were attended below the reference value.

Blank spaces

124

127

Blanks. 6

DETAIL 7: Level of knowledge of the telephone advisor for attention.

Concept

Data

Type

Length

Position

Observations

Ent.

Dec.

From:

To:

Record Type

Record identifier (for system control)

= Constant " 307 ". 1

Channels/Media of

Attention

The channel or media of attention to be reported for the requested service level must be assigned.

The identifier of the "Channels/Media of Attention" Catalog annex must be noted. 1

*For this Service Level, only Channels/Media of Attention = " CAT " are expected.

Unit of Measure

"Rating (0-100)" must be assigned as the unit of measure for this detail. The identifier of the "Unit of Measure" Catalog annex must be noted. 1

Reference Value

Reference Value.

Afore Service Level

Result

Afore Service Level Result.

It is the result of the Service Level considering the metrics obtained from the evaluation of the CAT staff.

Minimum Value

Minimum Value.

The lowest value obtained within the universe of data considered for the measurement of this service level.

Maximum Value

Maximum Value.

The highest value obtained within the universe of data considered for the measurement of this service level.

Mean

Mean.

Average of the set of data considered for the measurement of each service level.

Median

Median.

It is the middle value of the universe of data considered for the measurement of this service level, ordered from smallest to largest.

Mode1

Mode1.

It is the value that repeats the most or has the highest frequency within the universe of data considered for the measurement of this service level by the CAT.

If the numerical value is obtained in Excel, the formula to be used is MODE.MULT.

In this field, the largest Mode will be reported.

If there is only one Mode, it will be reported in this field.

Mode2

Mode2.

It is the value that repeats the most or has the highest frequency within the universe of data considered for the measurement of this service level by the CAT.

If the numerical value is obtained in Excel, the formula to be used is MODE.MULT.

In this field, the second largest Mode will be reported.

Mode3

Mode3.

It is the value that repeats the most or has the highest frequency within the universe of data considered for the measurement of this service level by the CAT.

If the numerical value is obtained in Excel, the formula to be used is MODE.MULT.

In this field, the third largest Mode will be reported.

Mode4

Mode4.

It is the value that repeats the most or has the highest frequency within the universe of data considered for the measurement of this service level by the CAT.

If the numerical value is obtained in Excel, the formula to be used is MODE.MULT.

In this field, the fourth largest Mode will be reported.

Mode5

Mode5.

It is the value that repeats the most or has the highest frequency within the universe of data considered for the measurement of this service level by the CAT.

If the numerical value is obtained in Excel, the formula to be used is MODE.MULT.

In this field, the fifth largest Mode will be reported.

Percentile 25

Percentile 25.

It is the measure that indicates the value below which 25 percent of the data is found in an ordered set of data.

If the numerical value is obtained in Excel, the formula to be used is PERCENTILE.INC.

Percentile 75

Percentile 75.

It is the measure that indicates the value below which 75 percent of the data is found in an ordered set of data.

If the numerical value is obtained in Excel, the formula to be used is PERCENTILE.INC.

Percentage of

advisors who

obtained a

rating above

the reference value

Percentage of advisors who obtained a rating above the reference value.

The percentage of values obtained within the universe of data considered for the measurement of this service level that are above the established reference value.

Percentage of

advisors who

obtained a

rating below

the reference value

Percentage of advisors who obtained a rating below the reference value.

The percentage of values obtained within the universe of data considered for the measurement of this service level that are below the established reference value.

Blank spaces

127

Blanks. 6

DETAIL 8: User satisfaction.

Concept

Data

Type

Length

Position

Observations

Ent.

Dec.

From:

To:

Record Type

Record identifier (for system control)

= Constant " 308 ". 1

Channels/Media of

Attention

The channel or media of attention to be reported for the requested service level must be assigned.

The identifier of the "Channels/Media of Attention" Catalog annex must be noted. 1

*For this Service Level, only Channels/Media of Attention = " Branch, CAT and Digital Channels " are expected.

Digital channels refer to the Afore website.

Unit of Measure

"Score (-100 to 100)" must be assigned as the unit of measure for this detail. The identifier of the "Unit of Measure" Catalog annex must be noted. 1

Reference Value

Reference Value.

Afore Service Level

Result

Afore Service Level Result.

It is the result of this Service Level considering the metrics obtained by the three attention channels (Branch, CAT, and Digital Channels).

Service Level Result

by Attention Channel

Service Level Result by Attention Channel.

It is the result of this Service Level disaggregated for each of the attention channels and their subdivisions.

Blank spaces

103

127

Blanks. 6

DETAIL 9: Completed service requests vs requested service requests.

Concept

Data

Type

Length

Position

Observations

Ent.

Dec.

From:

To:

Record Type

Record identifier (for system control)

= Constant " 309 ". 1

Request Type

The Type of request to be reported for the requested service level must be assigned. The identifier of the "Type of request" Catalog annex must be noted. 1

Unit of Measure

"% Compliance" must be assigned as the unit of measure for this detail. The identifier of the "Unit of Measure" Catalog annex must be noted. 1

Requests received

in the quarter

Requests received in the quarter. 1

Service requests received are understood as the request presented to the Administrator for the attention and solution of any Procedure, Inquiry or Clarification, Complaint and its Follow-up, presented by a User regarding the administration of the Individual Account;

Requests concluded

derived from

requests

requested

in the

quarter being

reported

Requests concluded in the quarter being reported derived from the Requests Received in the quarter being reported.

Requests concluded

derived from

requests requested

in the first quarter

Requests concluded in the quarter being reported derived from the Requests Received in the first quarter of each year.

Requests concluded

derived from

requests requested

in the second

quarter

Requests concluded in the quarter being reported derived from the Requests Received in the second quarter of each year.

Place 00000 when not applicable

Requests concluded

derived from

requests requested

in the third quarter

Requests concluded in the quarter being reported derived from the Requests Received in the third quarter of each year.

Reference Value

Reference Value.

Afore Service Level

Result

Afore Service Level Result.

It is the result of this Service Level considering the metrics obtained by Type of Request.

Service Level Result

by Type of

Request

Service Level Result by Type of Request.

It is the result of this Service Level disaggregated for the Type of Request.

Minimum Value

Minimum Value.

The lowest value obtained within the universe of data considered for the measurement of this service level disaggregated by the Type of Request.

Maximum Value

Maximum Value.

The highest value obtained within the universe of data considered for the measurement of this service level disaggregated by the Type of Request.

Mean

Mean.

Average of the set of data considered for the measurement of this service level disaggregated by the Type of Request.

Median

Median.

It is the middle value of the universe of data considered for the measurement of this service level, ordered from smallest to largest and disaggregated by the Type of Request.

Mode1

Mode1.

It is the value that repeats the most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Type of Request.

If the numerical value is obtained in Excel, the formula to be used is MODE.MULT.

In this field, the largest Mode will be reported.

If there is only one Mode, it will be reported in this field.

Mode2

Mode2.

It is the value that repeats the most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Type of Request.

If the numerical value is obtained in Excel, the formula to be used is MODE.MULT.

In this field, the second largest Mode will be reported.

Mode3

Mode3.

It is the value that repeats the most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Type of Request.

If the numerical value is obtained in Excel, the formula to be used is MODE.MULT.

In this field, the third largest Mode will be reported.

Mode4

102

Mode4.

It is the value that repeats the most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Type of Request.

If the numerical value is obtained in Excel, the formula to be used is MODE.MULT.

In this field, the fourth largest Mode will be reported.

Mode5

103

107

Mode5.

It is the value that repeats the most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Type of Request.

If the numerical value is obtained in Excel, the formula to be used is MODE.MULT.

In this field, the fifth largest Mode will be reported.

Percentile 25

108

112

Percentile 25.

It is the measure that indicates the value below which 25 percent of the data is found in an ordered set of data.

If the numerical value is obtained in Excel, the formula to be used is PERCENTILE.INC.

Percentile 75

113

117

Percentile 75.

It is the measure that indicates the value below which 75 percent of the data is found in an ordered set of data.

If the numerical value is obtained in Excel, the formula to be used is PERCENTILE.INC.

Percentage of

concluded requests

above the reference

value

118

122

Percentage of concluded requests above the reference value.

The percentage of values obtained within the universe of data considered for the measurement of this service level disaggregated by the Type of Request that are above the established reference value.

Percentage of

concluded requests

below the reference

value

123

127

Percentage of concluded requests below the reference value.

The percentage of values obtained within the universe of data considered for the measurement of this service level disaggregated by the Type of Request and its subdivisions that are below the established reference value.

DETAIL 10: Volume of complaints vs service requests received.

Concept

Data

Type

Length

Position

Observations

Ent.

Dec.

From:

To:

Record Type

Record identifier (for system control)

= Constant " 310 ". 1

Request Type

The Type of request to be reported for the requested service level must be assigned. The identifier of the "Type of request" Catalog annex must be noted. 1

For this Service Level, only Request Types ID = 01 " Inquiry ", ID = 02 " Clarification " or ID = 04 " Procedure " are expected.

Unit of Measure

"% Compliance" must be assigned as the unit of measure for this detail. The identifier of the "Unit of Measure" Catalog annex must be noted. 1

Requests received

in the quarter

Requests received in the quarter. 1

Volume of complaints

received derived from

requests received

in the quarter being

reported

Complaints received in the quarter being reported derived from the Requests Received in the quarter being reported.

Volume of complaints

received derived from

requests received

in the first quarter

Complaints received in the quarter being reported derived from the Requests Received in the first quarter of each year.

Volume of complaints

received derived from

requests received

in the second

quarter

Complaints received in the quarter being reported derived from the Requests Received in the second quarter of each year.

Volume of complaints

received derived from

requests received

in the third quarter

Complaints received in the quarter being reported derived from the Requests Received in the third quarter of each year.

Reference Value

Reference Value. 2

Afore Service Level

Result

Afore Service Level Result.

It is the result of this Service Level considering the metrics obtained by Type of Request.

Service Level Result

by Type of

Request

Service Level Result by Type of Request.

It is the result of this Service Level disaggregated for the Type of Request.

Minimum Value

Minimum Value.

The lowest value obtained within the universe of data considered for the measurement of each service level disaggregated by the Type of Request.

Maximum Value

Maximum Value.

The highest value obtained within the universe of data considered for the measurement of each service level disaggregated by the Type of Request.

Mean

Mean.

Average of the set of data considered for the measurement of each service level disaggregated by the Type of Request.

Median

Median.

It is the middle value of the universe of data considered for the measurement of each service level, ordered from smallest to largest and disaggregated by the Type of Request.

Mode1

Mode1.

It is the value that repeats the most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Type of Request.

If the numerical value is obtained in Excel, the formula to be used is MODE.MULT.

In this field, the largest Mode will be reported.

If there is only one Mode, it will be reported in this field.

Mode2

Mode2.

It is the value that repeats the most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Type of Request.

If the numerical value is obtained in Excel, the formula to be used is MODE.MULT.

In this field, the second largest Mode will be reported.

Mode3

Mode3.

It is the value that repeats the most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Type of Request.

If the numerical value is obtained in Excel, the formula to be used is MODE.MULT.

In this field, the third largest Mode will be reported.

Mode4

Mode4.

It is the value that repeats the most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Type of Request.

If the numerical value is obtained in Excel, the formula to be used is MODE.MULT.

In this field, the fourth largest Mode will be reported.

Mode5

Mode5.

It is the value that repeats the most or has the highest frequency within the universe of data considered for the measurement of this service level and disaggregated by the Type of Request.

If the numerical value is obtained in Excel, the formula to be used is MODE.MULT.

In this field, the fifth largest Mode will be reported.

Percentile 25

100

104

Percentile 25.

It is the measure that indicates the value below which 25 percent of the data is found in an ordered set of data.

If the numerical value is obtained in Excel, the formula to be used is PERCENTILE.INC.

Percentile 75

105

109

Percentile 75.

It is the measure that indicates the value below which 75 percent of the data is found in an ordered set of data.

If the numerical value is obtained in Excel, the formula to be used is PERCENTILE.INC.

Percentage of

concluded requests

above the reference

value

110

114

Percentage of concluded requests above the reference value.

The percentage of values obtained within the universe of data considered for the measurement of this service level disaggregated by the Type of Request that are above the established reference value.

Percentage of

concluded requests

below the reference

value

115

119

Percentage of concluded requests below the reference value.

Blank spaces

120

123

Blanks. 6

where 75 percent of the data is found in an

ordered dataset.

If the numerical value is obtained in

Excel, the formula to use is PERCENTIL.INC.

Percentage of complaints

above the reference

value

110

114

Percentage of complaints above the reference

value.

The percentage of values obtained within the

data universe considered for the measurement

of each service level disaggregated by the Type

of Request that are above the established reference

value.

Percentage of complaints

below the reference

value

115

119

Percentage of complaints below the reference

value.

The percentage of values obtained within the

data universe considered for the measurement

of each service level disaggregated by the Type

of Request and its subdivisions that are below

the established reference value.

Blank spaces

120

127

Blanks. 6

DETAIL 11: Time to schedule an appointment.

Concept

Data

Type

Length

Position

Observations

Ent.

Dec.

From:

To:

Record Type

Record identifier (for system control)

= Constant " 311 " . 1

Channels/Means of

Attention

The channel or means of attention to be reported for the requested service level must be assigned.

The identifier from the attached "Channels/Means of Attention" Catalog must be recorded. 1

*For this Service Level, only

Channels/Means of Attention = " Branch " is expected.

Type of

Establishment

The type of establishment to be reported for the requested service level must be assigned. The identifier from the attached "Type of Establishment" Catalog must be recorded. 1

Establishment Key

Unique key assigned by the Administrator of the

establishment.

*According to what has been reported in FTIP 403

Annex 65.

Unit of Measure

" business days " must be assigned as the unit of

measure for this detail. The identifier from the attached "Unit of Measure" Catalog must be recorded. 1

Requests received

in the quarter

Requests received in the quarter. 1

Requests received are understood to be those

scheduled for an appointment within the quarter.

Reference value

Reference value.

The parameter established in the

General Provisions on matters of

service to users of the Retirement Savings Systems

is understood for this Service Level.

Afore service level

result

Afore service level result.

This is the result of this Service Level

considering the metrics obtained by all

Types of establishments.

Service level result by

attention channel

Service level result by attention channel.

This is the result of this Service Level

disaggregated by all Types of

establishments and their subdivisions.

Minimum value

Minimum value.

The lowest value obtained within the universe of the data considered for the measurement of this service

level disaggregated by type of

establishment and its subdivisions.

Maximum value

Maximum value.

The highest value obtained within the universe of the data considered for the measurement of this service

level disaggregated by type of

establishment and its subdivisions.

Mean

Mean.

Average of the set of data considered

for the measurement of this service level

disaggregated by type of establishment and its

subdivisions.

Median

Median.

It is the middle value of the data universe

considered for the measurement of this service

level ordered from smallest to largest and

disaggregated by type of establishment and its

subdivisions.

Mode1

Mode1.

It is the value that repeats most or has the highest

frequency within the universe of data

considered for the measurement of this service level and disaggregated by the Type of

Establishment.

If the numerical value is obtained in

Excel, the formula to use is MODA.VARIOS.

In this field, the largest Mode will be reported.

If there is only one Mode, it will be reported in

this field.

Mode2

Mode2.

It is the value that repeats most or has the highest

frequency within the universe of data

considered for the measurement of this service level and disaggregated by the Type of

Establishment.

If the numerical value is obtained in

Excel, the formula to use is MODA.VARIOS.

In this field, the second largest Mode will be reported.

Mode3

Mode3.

It is the value that repeats most or has the highest

frequency within the universe of data

considered for the measurement of this service level and disaggregated by the Type of

Establishment.

If the numerical value is obtained in

Excel, the formula to use is MODA.VARIOS.

In this field, the third largest Mode will be reported.

Mode4

Mode4.

It is the value that repeats most or has the highest

frequency within the universe of data

considered for the measurement of this service level and disaggregated by the Type of

Establishment.

If the numerical value is obtained in

Excel, the formula to use is MODA.VARIOS.

In this field, the fourth largest Mode will be reported.

Mode5

Mode5.

It is the value that repeats most or has the highest

frequency within the universe of data

considered for the measurement of this service level and disaggregated by the Type of

Establishment.

If the numerical value is obtained in

Excel, the formula to use is MODA.VARIOS.

In this field, the fifth largest Mode will be reported.

Percentile 25

102

Percentile 25.

It is the measure that indicates the value below which

25 percent of the data is found in an

ordered dataset.

If the numerical value is obtained in

Excel, the formula to use is PERCENTIL.INC.

Percentile 75

103

107

Percentile 75.

It is the measure that indicates the value below which

75 percent of the data is found in an

ordered dataset.

If the numerical value is obtained in

Excel, the formula to use is PERCENTIL.INC.

Percentage of scheduled

appointments

above the reference

value

108

112

Percentage of scheduled appointments above the

reference value.

The percentage of values obtained within the

data universe considered for the measurement

of this service level disaggregated by all

Types of establishments and their subdivisions

that are above the established reference

value.

Percentage of scheduled

appointments

below the reference

value

113

117

Percentage of scheduled appointments below the

reference value.

The percentage of values obtained within the

data universe considered for the measurement

of this service level disaggregated by all

Types of establishments and their subdivisions

that are below the established reference

value.

Blank spaces

118

127

Blanks. 6

DETAIL 12: Maximum waiting time with appointment.

Concept

Data

Type

Length

Position

Observations

Ent.

Dec.

From:

To:

Record Type

Record identifier (for system control)

= Constant " 312 " . 1

Channels/Means of

Attention

The channel or means of attention to be reported for the requested service level must be assigned.

The identifier from the attached "Channels/Means of Attention" Catalog must be recorded. 1

*For this Service Level, only

Channels/Means of Attention = " Branch " is expected.

Type of

Establishment

The type of establishment to be reported for the requested service level must be assigned. The identifier from the attached "Type of Establishment" Catalog must be recorded. 1

Establishment Key

Unique key assigned by the Administrator of the

establishment.

*According to what has been reported in FTIP 403

Annex 65.

Unit of Measure

" minutes " must be assigned as the unit of

measure for this detail. The identifier from the attached "Unit of Measure" Catalog must be recorded. 1

Requests received

with appointment in the

quarter

Requests received in the quarter. 1

Service requests received with an appointment are understood to be the request presented to the

Administrator for the attention and resolution of

any Procedure, Inquiry, or Clarification, Complaint and its

Follow-up, presented by a User regarding the administration of the Individual

Account;

Reference value

Reference value.

The parameter established in the

General Provisions on matters of

service to users of the Retirement Savings Systems

is understood for this Service Level.

Afore service level

result

Afore service level result.

This is the result of this Service Level

considering the metrics obtained by all

Types of establishments.

Service level result by

attention channel

Service level result by attention channel.

This is the result of this Service Level

disaggregated by all Types of

establishments and their subdivisions.

Minimum value

Minimum value.

The lowest value obtained within the universe of the data considered for the measurement of this service

level disaggregated by type of

establishment and its subdivisions.

Maximum value

Maximum value.

The highest value obtained within the universe of the data considered for the measurement of this service

level disaggregated by type of

establishment and its subdivisions.

Mean

Mean.

Average of the set of data considered

for the measurement of this service level

disaggregated by type of establishment and its

subdivisions.

Median

Median.

It is the middle value of the data universe

considered for the measurement of this service

level ordered from smallest to largest and

disaggregated by type of establishment and its

subdivisions.

Mode1

Mode1.

It is the value that repeats most or has the highest

frequency within the universe of data

considered for the measurement of this service level and disaggregated by the Type of

Establishment.

If the numerical value is obtained in

Excel, the formula to use is MODA.VARIOS.

In this field, the largest Mode will be reported.

If there is only one Mode, it will be reported in

this field.

Mode2

Mode2.

It is the value that repeats most or has the highest

frequency within the universe of data

considered for the measurement of this service level and disaggregated by the Type of

Establishment.

If the numerical value is obtained in

Excel, the formula to use is MODA.VARIOS.

In this field, the second largest Mode will be reported.

Mode3

Mode3.

It is the value that repeats most or has the highest

frequency within the universe of data

considered for the measurement of this service level and disaggregated by the Type of

Establishment.

If the numerical value is obtained in

Excel, the formula to use is MODA.VARIOS.

In this field, the third largest Mode will be reported.

Mode4

Mode4.

It is the value that repeats most or has the highest

frequency within the universe of data

considered for the measurement of this service level and disaggregated by the Type of

Establishment.

If the numerical value is obtained in

Excel, the formula to use is MODA.VARIOS.

In this field, the fourth largest Mode will be reported.

Mode5

Mode5.

It is the value that repeats most or has the highest

frequency within the universe of data

considered for the measurement of this service level and disaggregated by the Type of

Establishment.

If the numerical value is obtained in

Excel, the formula to use is MODA.VARIOS.

In this field, the fifth largest Mode will be reported.

Percentile 25

102

Percentile 25.

It is the measure that indicates the value below which

25 percent of the data is found in an

ordered dataset.

If the numerical value is obtained in

Excel, the formula to use is PERCENTIL.INC.

Percentile 75

103

107

Percentile 75.

It is the measure that indicates the value below which

75 percent of the data is found in an

ordered dataset.

If the numerical value is obtained in

Excel, the formula to use is PERCENTIL.INC.

Percentage of

users with appointments

who waited to be

attended to above

the reference value

108

112

Percentage of users with appointments who waited to

be attended to above the reference value.

The percentage of values obtained within the

data universe considered for the measurement

of this Service Level disaggregated by all

types of establishments and their subdivisions that

are above the established reference

value.

Percentage of

users with appointments

who waited to be

attended to below

the reference value

113

117

Percentage of users with appointments who waited to

be attended to below the reference value.

The percentage of values obtained within the

data universe considered for the measurement

of this Service Level disaggregated by all

types of establishments and their subdivisions

that are below the established reference

value.

Blank spaces

118

127

Blanks. 6

CATALOG(S)

Entity Catalog (AFORE)

Entity Type Code

Description

530

XXI Banorte

534

Profuturo

538

Principal

544

SURA

550

Inbursa

552

Citibanamex

556

Azteca

562

Invercap

568

Coppel

578

PENSIONISSSTE

Channels/Means of Attention Catalog

Identifier

Description

Not Applicable

Branch

CAT

Digital Channels

Other

Type of Establishment Catalog

Identifier

Description

Not Applicable

Mobile branch or similar

Branch or office

UEAP or similar

Kiosk or similar

Self-service module or similar

Other

Type of Request Catalog

Identifier

Description

Not Applicable

Inquiry

Clarification

Complaint

Procedure

Type of Information Catalog

Identifier

Description

Not Applicable

Retirement Savings System

Individual account

Service requests

Type of Procedure Catalog

Identifier

Description

Not Applicable

Total withdrawal IMSS

Total withdrawal ISSSTE

Partial withdrawal IMSS

Partial withdrawal ISSSTE

Scheduled withdrawal IMSS

Scheduled withdrawal ISSSTE

Receipt of voluntary contribution

Disposition of voluntary savings resources

Recovery of resources by partial withdrawal

Separation of accounts

Unification of accounts

Unification of IMSS resources

Unification of ISSSTE resources

Modification of certifiable data

Selection of Siefore

Registration of non-affiliated workers

Registration of worker same Afore

Registration of worker different Afore

Transfer Afore-Afore

Reprint of account statement

Balance summary inquiry

Printout of transaction detail

Issuance of tax withholding certificate

Others

Sub-procedure Catalog

Identifier

Description

Not Applicable

Modification of non-certifiable data [Others]

Identification file: generation of file

[Others]

Generation of Nip [Others]

Recovery of Nip [Others]

Inquiries or clarifications [Others]

Sub-procedure Breakdown Catalog [Others]

Identifier

Description

Not Applicable

Account location

Voluntary contributions: clarification of voluntary contributions

Commission: general information

Returns: Siefores, write-downs, etc.

Housing: general INFONAVIT information

Catalog 06

Housing: general FOVISSSTE information

Pensions: general IMSS information

Pensions: general ISSSTE information

Account statement: clarification of balances, transactions, and contributions

Procedure Status Catalog

Identifier

Description

Conclusion

No Conclusion

Conclusion on the same day

Unit of Measure Catalog

Identifier

Description

Business days

Minutes

% Compliance

Rating (0 to 100)

% Percentage

Score (-100 to 100)

GENERAL PROCESS VALIDATIONS

Validations for data format

General notes for validating data format in files.

Integer numerical data (quantities or numerical keys). Must be right-justified; if the length

of the actual data is less than specified, empty spaces will be filled with zeros.

Numerical data with decimal (monetary amounts). Must be right-justified; if the length

of the actual data is less than specified, empty spaces will be filled with zeros. The peso sign,

commas, and decimal points are omitted. If the amount is negative, the sign will occupy the 1st position from the left.

Dates. The date format must be 8 numerical characters = " AAAAMMDD " where:

DD = day

MM = month

AAAA = year

Period. The period format (date range) must be = " AAAAMMDDAAAAMMDD " where:

DD = day

MM = month

AAAA = year

The first block of 8 numerical characters represents the start date of the period and the second the end date

of the period.

Alphanumeric data. Must be left-justified, in uppercase without accents; if the length of the

actual data is less than specified, empty spaces will be filled with blanks or spaces; in the case

an ñ, it must be the ASCII code " ALT+0209 " of Windows. All characters must be in

uppercase.

Blank Spaces (Blanks). Used to fill the remaining space of the record with respect to the

maximum length, so that it does not contain information outside the specified.

SPECIFIC PROCESS POLICIES

Policies to follow in the transmission of information

The information that will be transmitted to the Commission based on this format will be subject to the following

policies:

The transmission of the submission of information transmission formats by process will be through

the private network using Connect:Direct software or any other compatible with it.

II.

Transmissions may be made as many times as necessary to the RECEPCION directory.

However, within the 30 minutes prior to the end of the transmission schedule, retransmissions may be carried out to the RETRANSMISION directory, provided that an information submission to the RECEPCION directory has been made previously, regardless of whether it was accepted or rejected. If the file transmission is carried out outside the specified transmission schedule and/or on a date not corresponding to its normal submission, the file must be transmitted to the RETRANSMISION directory and will be validated with prior authorization from the Commission's Surveillance areas.

III.

The Commission will notify, in due course, the corresponding changes and additions to the catalogs.

No.

DATA TYPE

DESCRIPTION

8 Numerical Digits

Where the entity must include the Submission Date on which it is transmitting the file in format

" AAAAMMDD " .

2 Alphanumeric Digits

These will represent the abbreviation of the Type of Entity transmitting, According to the Entity Type Catalog of the General Catalog Section of Circular 19 in force, Constant = " AF " .

3 Numerical Digits

Which will be according to the AFORE Entity Key reported according to the entity catalog of the General Catalog Section of Circular 19 in force

3 Numerical Digits

These establish the Entity Subtype Key reported (*Only applies to SIEFORES family,

for other entities it will be Constant = " 000 " )

4 Numerical Digits

To define the type of file being transmitted, where each format already has a stipulated

number, in this case it will be Constant = " 2100 " .

NOTE: The separation between step 1, 2, and 3 will be with an underscore, after step 4 it will be

via a decimal point.

To exemplify this, the following case is presented where Afore XXI Banorte is

sending its information, the file name must be as follows:

It should be mentioned that once having the file with this name, it must be encrypted with the

GNUpg program, which will rename it with the following name:

20240307 _AF_530_000.2100.gpg

With this name, the file must be transmitted to CONSAR. For the recovery

of the acknowledgments, the participating entities must take their " Acknowledgment " with the same name with which

they renamed it before encrypting it, they only have to add the character " A " before the date,

example:

A 20240307 _AF_530_000.2100

NOTE: The .gpg extension will not be taken into account in the recovery of the acknowledgment, as shown in the

example, nor will the acknowledgment be encrypted.

IV.

The sending routes to CONSAR for production will be:

ACTION TYPE

ROUTE

Normal Submission

/export/home/rec/SERVICIOS/RECEPCION

Retransmission Submission

/export/home/rec/SERVICIOS/RETRANSMISION

Acknowledgment Recovery

/export/home/rec/SERVICIOS/TRANSMISION

The sending route to CONSAR for tests will be:

ACTION TYPE

ROUTE

Test Submission

/export/home/rec/SERVICIOS/PRUEBAS/RECEPCION

Test Acknowledgment Recovery

/export/home/rec/SERVICIOS/PRUEBAS/TRANSMISION

The Description of Service Levels will be understood as:

DETAIL

SERVICE LEVEL

DESCRIPTION

301

Notification of the status

of the procedure

It refers to the notification regarding the status, conclusion, or non-conclusion of the procedure that must

be sent within the time established in the General Provisions on matters of

service to users of the Retirement Savings Systems , counting business days from

its receipt; likewise, it must have the characteristics established in Article 16

of said Provisions.

302

Notification of the status

of the inquiry or

clarification

It refers to the notification regarding the status, conclusion, or non-conclusion of the inquiry or

clarification, which must be sent within the time established in the General Provisions

on matters of service to users of the Retirement Savings Systems,

counting business days from its receipt; likewise, it must have the

characteristics established in Article 16 of said Provisions.

303

Notification of the status

of the complaint

It refers to the notification regarding the status, conclusion, or non-conclusion of the complaint, which must

to be sent within the time established in the General Provisions on matters of service to users of the Retirement Savings Systems, counting business days from their receipt; likewise, it must have the characteristics established in Article 16 of said Provisions.

304

Availability of

information

Refers to information concerning the Retirement Savings System, the Individual Account, and regarding the status of service requests indicated in Article 27 bis, sections I and V of the General Provisions on matters of service to users of the Retirement Savings Systems. The Availability of Information refers to what is provided in Article 40, sections I and II of said Provisions, which must be kept available to the worker through the following AFORE attention channels: Branch, Call Center (CAT), and Digital Channels.

305

Maximum wait time

without appointment

Refers to the wait time on the part of users from the moment they step into the branch, considering the wait time for registration at reception and the time for assignment of a first-attention ticket, until the start of attention by a pension advisor who will carry out the attention of their service request.

306

Advisor attention time

Refers to the time it takes for the pension advisor from when they receive the user to attend to their service request until they dismiss them, according to the procedure granted.

307

Knowledge level of the

telephone advisor for

attention

Refers to the rating obtained by the telephone advisor derived from the evaluation carried out by the Administrator to evaluate the knowledge of the Call Center personnel regarding what is stated in Article 28, section II, and Article 40 quater of the General Provisions on matters of service to users of the Retirement Savings Systems.

308

User satisfaction

It is understood as the valuation that the Administrator carries out for the measurement of the services it offers its users for each of the three attention channels: Branches, Call Center (CAT), and Digital Channels.

309

Completed service

requests vs

requested service

requests

Completed service requests are understood as those inquiries, clarifications, and procedures that the user originally requested, regardless of whether the Administrator must carry out additional procedures to resolve them, since these are only steps to be followed to reach the final conclusion.

Requested service requests are all those inquiries, clarifications, and procedures that enter the AFORE from users through any of the attention channels available to the Administrator.

310

Volume of complaints vs

service requests

received

Refers to the proportion of the total complaints that users entered through the Administrator and the CONSAR regarding the requested service requests.

Requested service requests are understood as all those inquiries, clarifications, and procedures that enter the Administrator from users through any of the attention channels available.

In the event that such complaints sent by the same user are duplicated, the AFORE must transparentize this information and it will count as one.

311

Time to

schedule an appointment

Refers to the fact that the appointment system:

a) Allows scheduling appointments in a maximum time as provided in Article 30 of the General Provisions on matters of service to users of the Retirement Savings Systems.

b) Is available in the attention channels that the Administrator indicates in its Manual of Policies and Procedures, as provided in Article 34 of the General Provisions on matters of service to users of the Retirement Savings Systems.

312

Maximum wait time

with appointment

Refers to the wait time on the part of users who have an appointment, counted from the scheduled hour until the hour when attention begins by a pension advisor.

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