Regulatory Alerts2024-07-02 | DOF 5732014Added
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
Circular CONSAR 19-32 adds a new fraction (LIV) to Rule Seventh of Circular CONSAR 19-8, requiring administrators to provide base information used for quarterly service level measurements in accordance with Annex 150. It also introduces Annex 150, which specifies the format, periodicity, and transmission details for aggregated service level data by attention channel. The additions enter into force on July 15, 2024, with initial data transmissions required for the second quarter of 2024 by July 15 and for the first quarter of 2024 by July 16.
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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
Id
Concept
Data
Type
Length
Position
Observations
Ent.
Dec.
From:
To:
1
Record Type
N
3
0
1
3
Record identifier (for system control)
= Constant "000". 1
2
Number of records
N
10
0
4
13
Number of Records contained in the file
including the header. 1
3
Record size
N
3
0
14
16
Number of characters per record = Constant
"127". 1
4
File type
N
4
0
17
20
File identifier (for system control)
= Constant "2100". 1
5
Entity Type
N
3
0
21
23
Entity Type Key that reports the
information, according to the Entity Types Catalog of the General Catalog
Circular 19, Constant = "001". 1
6
Entity
N
3
0
24
26
Entity Key that reports the Information of
accordance with the Entity Catalog (AFORE),
annex. 1
7
Information date
F
8
0
27
34
Information Date, last day of the quarter that
reports. 3
8
Blank spaces
AN
93
0
35
127
Empty. 6
DETAILS
DETAIL 1: Notification of the status of the procedure.
Id
Concept
Data
Type
Length
Position
Observations
Ent.
Dec.
From:
To:
1
Record type
N
3
0
1
3
Record identifier (for system control)
= Constant "301". 1
2
Status of the Procedure
N
1
0
4
4
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.
3
Type of Procedure
N
2
0
5
6
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
4
Sub-procedure
N
2
0
7
8
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
5
Unit of Measure
N
2
0
9
10
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
6
Requests received
in the quarter
N
8
0
11
18
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.
7
Reference value
N
3
2
19
23
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.
8
Afore service level
result
N
3
2
24
28
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.
9
Service level result by State
of the Procedure
N
3
2
29
33
Result of the service level by State of the
Procedure.
2
It is the result of this Service Level
considering the metrics obtained
disaggregated by the State of Procedure and by the
Type of Procedure.
10
Minimum value
N
3
2
34
38
Minimum value.
2
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.
11
Maximum value
N
3
2
39
43
Maximum value.
2
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.
12
Mean
N
3
2
44
48
Mean.
2
Average of the set of data considered for
the measurement of this service level disaggregated
by the State of the Procedure.
13
Median
N
3
2
49
53
Median.
2
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.
14
Mode1
N
3
2
54
58
Mode1.
2
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.
15
Mode2
N
3
2
59
63
Mode2.
2
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
16
Mode3
N
3
2
64
68
Mode3.
2
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.
17
Mode4
N
3
2
69
73
Mode4.
2
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.
18
Mode5
N
3
2
74
78
Mode5.
2
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.
19
Percentile 25
N
3
2
79
83
Percentile 25.
2
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.
20
Percentile 75
N
3
2
84
88
Percentile 75.
2
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.
21
Percentage of
notifications
sent above
the reference value
N
3
2
89
93
Percentage of notifications sent above
the reference value.
2
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.
22
Percentage of
notifications
sent below
the reference value
N
3
2
94
98
Percentage of notifications sent below
the reference value.
2
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.
23
Blank spaces
AN
29
0
99
127
Empty. 6
DETAIL 2: Notification of the status of the consultation or clarification.
Id
Concept
Data
Type
Length
Position
Observations
Ent.
Dec.
From:
To:
1
Record type
N
3
0
1
3
Record identifier (for system control)
= Constant "302". 1
2
Status of the Procedure
N
1
0
4
4
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.
3
Type of Request
N
2
0
5
6
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.
4
Type of Procedure
N
2
0
7
8
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
5
Sub-procedure
N
2
0
9
10
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.
6
Breakdown of Sub-procedure
Others
N
2
0
11
12
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
7
Unit of Measure
N
2
0
13
14
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
8
Requests received
in the quarter
N
8
0
15
22
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.
9
Reference value
N
3
2
23
27
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.
10
Afore service level
result
N
3
2
28
32
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.
11
Service level result by State
of the Procedure
N
3
2
33
37
Result of the service level by State of the
Procedure.
2
It is the result of this Service Level
considering the metrics obtained
disaggregated by the State of Procedure and by the
Type of Procedure.
12
Minimum value
N
3
2
38
42
Minimum value.
2
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.
13
Maximum value
N
3
2
43
47
Maximum value.
2
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.
14
Mean
N
3
2
48
52
Mean.
2
Average of the set of data considered for
the measurement of this service level disaggregated
by the State of the Procedure.
15
Median
N
3
2
53
57
Median.
2
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.
16
Mode1
N
3
2
58
62
Mode1.
2
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.
17
Mode2
N
3
2
63
67
Mode2.
2
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
18
Mode3
N
3
2
68
72
Mode3.
2
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.
19
Mode4
N
3
2
73
77
Mode4.
2
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.
20
Mode5
N
3
2
78
82
Mode5.
2
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.
21
Percentile 25
N
3
2
83
87
Percentile 25.
2
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.
22
Percentile 75
N
3
2
88
92
Percentile 75.
2
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.
23
Percentage of
notifications
sent above
the reference value
N
3
2
93
97
Percentage of notifications sent above the reference value.
2
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.
24
Percentage of
notifications
sent below
the reference value
N
3
2
98
102
Percentage of notifications sent below the reference value.
2
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.
25
Blank spaces
AN
25
0
103
127
Blanks. 6
DETAIL 3: Notification of the status of the complaint.
Id
Concept
Data
Type
Length
Position
Observations
Ent.
Dec.
From:
To:
1
Record Type
N
3
0
1
3
Record identifier (for system control)
= Constant " 303 ". 1
2
Status of the Procedure
N
1
0
4
4
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.
3
Type of Procedure
N
2
0
5
6
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
4
Sub-procedure
N
2
0
7
8
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.
5
Sub-procedure Breakdown
Others
N
2
0
9
10
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.
6
Unit of Measure
N
2
0
11
12
" 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
7
Requests received
in the quarter
N
8
0
13
20
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.
8
Reference value
N
3
2
21
25
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 regarding service to users of the Retirement Savings Systems, which must be taken as maximum reference values.
9
Afore service level
result
N
3
2
26
30
Afore service level result.
2
It is the result of this Service Level considering the metrics obtained by the Status of the Procedure and by the Type of Procedure.
10
Service level result
by Status
of the Procedure
N
3
2
31
35
Service level result by Status of the Procedure.
2
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.
11
Minimum value
N
3
2
36
40
Minimum value.
2
The lowest value obtained within the universe of data considered for the measurement of this service level disaggregated by the Status of the Procedure.
12
Maximum value
N
3
2
41
45
Maximum value.
2
The highest value obtained within the universe of data considered for the measurement of this service level disaggregated by the Status of the Procedure.
13
Mean
N
3
2
46
50
Mean.
2
Average of the set of data considered for the measurement of this service level disaggregated by the Status of the Procedure.
14
Median
N
3
2
51
55
Median.
2
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.
15
Mode1
N
3
2
56
60
Mode1.
2
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.
16
Mode2
N
3
2
61
65
Mode2.
2
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.
17
Mode3
N
3
2
66
70
Mode3.
2
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.
18
Mode4
N
3
2
71
75
Mode4.
2
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.
19
Mode5
N
3
2
76
80
Mode5.
2
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.
20
Percentile 25
N
3
2
81
85
Percentile 25.
2
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.
21
Percentile 75
N
3
2
86
90
Percentile 75.
2
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.
22
Percentage of
notifications
sent above
the reference value
N
3
2
91
95
Percentage of notifications sent above the reference value.
2
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.
23
Percentage of
notifications
sent below
the reference value
N
3
2
96
100
Percentage of notifications sent below the reference value.
2
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.
24
Blank spaces
AN
27
0
101
127
Blanks. 6
DETAIL 4: Availability of information.
Id
Concept
Data
Type
Length
Position
Observations
Ent.
Dec.
From:
To:
1
Record Type
N
3
0
1
3
Record identifier (for system control)
= Constant " 304 ". 1
2
Channels/Media of
Attention
N
2
0
4
5
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.
3
Type of Information
N
2
0
6
7
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
4
Unit of Measure
N
2
0
8
9
" % 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
5
Reference value
N
3
2
10
14
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 regarding service to users of the Retirement Savings Systems, which must be taken as maximum reference values.
6
Afore service level
result
N
3
2
15
19
Afore service level result.
2
It is the result of this Service Level considering the metrics obtained by the three channels of attention (Branch, Call Center, and Digital Channels).
7
Service level result
by attention channel
N
3
2
20
24
Service level result by attention channel.
2
It is the result of this Service Level disaggregated for each of the attention channels and their subdivisions.
8
Blank spaces
AN
103
0
25
127
Blanks. 6
DETAIL 5: Maximum waiting time without appointment.
Id
Concept
Data
Type
Length
Position
Observations
Ent.
Dec.
From:
To:
1
Record Type
N
3
0
1
3
Record identifier (for system control)
= Constant " 305 ". 1
2
Channels/Media of
Attention
N
2
0
4
5
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.
3
Type of
Establishment
N
2
0
6
7
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
4
Establishment Key
AN
20
0
8
27
Unique key assigned by the Administrator to the establishment.
5
*According to what has been reported in FTIP 403 Annex 65.
5
Unit of Measure
N
2
0
28
29
" 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
6
Requests received
without appointment in the quarter
N
8
0
30
37
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;
7
Reference value
N
3
2
38
42
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 regarding service to users of the Retirement Savings Systems, which must be taken as maximum reference values.
8
Afore service level
result
N
3
2
43
47
Afore service level result.
2
It is the result of this Service Level considering the metrics obtained by all Types of establishments.
9
Service level result
by attention channel
N
3
2
48
52
Service level result by attention channel.
2
It is the result of this Service Level disaggregated by all Types of establishments and their subdivisions.
10
Minimum value
N
3
2
53
57
Minimum value.
2
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.
11
Maximum value
N
3
2
58
62
Maximum value.
2
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.
12
Mean
N
3
2
63
67
Mean.
2
Average of the set of data considered for the measurement of this service level disaggregated by type of establishment and its subdivisions.
13
Median
N
3
2
68
72
Median.
2
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.
14
Mode1
N
3
2
73
77
Mode1.
2
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.
15
Mode2
N
3
2
78
82
Mode2.
2
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.
16
Mode3
N
3
2
83
87
Mode3.
2
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.
17
Mode4
N
3
2
88
92
Mode4.
2
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.
18
Mode5
N
3
2
93
97
Mode5.
2
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.
19
Percentile 25
N
3
2
98
102
Percentile 25.
2
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.
20
Percentile 75
N
3
2
103
107
Percentile 75.
2
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.
21
Percentage of
users without appointment who
waited to be
attended above
the reference value
N
3
2
108
112
Percentage of users without appointment who waited to be attended above the reference value.
2
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.
22
Percentage of
users without appointment who
waited to be
attended below
the reference value
N
3
2
113
117
Percentage of users without appointment who waited to be attended below the reference value.
2
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 below the established reference value.
23
Blank spaces
AN
10
0
118
127
Blanks. 6
DETAIL 6: Advisor attention time.
Id
Concept
Data
Type
Length
Position
Observations
Ent.
Dec.
From:
To:
1
Record Type
N
3
0
1
3
Record identifier (for system control)
= Constant " 306 ". 1
2
Channels/Media of
Attention
N
2
0
4
5
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.
3
Type of
Establishment
N
2
0
6
7
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
4
Establishment Key
AN
20
0
8
27
Unique key assigned by the Administrator to the establishment.
5
*According to what has been reported in FTIP 403 Annex 65.
5
Type of Procedure
N
2
0
28
29
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
6
Sub-procedure
N
2
0
30
31
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.
7
Sub-procedure Breakdown
Others
N
2
0
32
33
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 other than [Others], select Not Applicable.
8
Unit of Measure
N
2
0
34
35
" 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
9
Requests received
in the quarter
N
8
0
36
43
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;
10
Reference value
N
3
2
44
48
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 regarding service to users of the Retirement Savings Systems, which must be taken as maximum reference values.
11
Afore service level
result
N
3
2
49
53
Afore service level result.
2
It is the result of this Service Level considering the metrics obtained by all Types of establishments.
12
Service level result
by attention channel
N
3
2
54
58
Service level result by attention channel.
2
It is the result of each of this Service Level disaggregated for each of all Types of establishments and their subdivisions.
13
Minimum value
N
3
2
59
63
Minimum value.
2
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.
14
Maximum value
N
3
2
64
68
Maximum value.
2
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.
15
Mean
N
3
2
69
73
Mean.
2
Average of the set of data considered for the measurement of each service level disaggregated by each of the attention channels and their subdivisions.
16
Median
N
3
2
74
78
Median.
2
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.
17
Mode1
N
3
2
79
83
Mode1.
2
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.
18
Mode2
N
3
2
84
88
Mode2.
2
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.
19
Mode3
N
3
2
89
93
Mode3.
2
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.
20
Mode4
N
3
2
94
98
Mode4.
2
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.
21
Mode5
N
3
2
99
103
Mode5.
2
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.
22
Percentile 25
N
3
2
104
108
Percentile 25.
2
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.
23
Percentile 75
N
3
2
109
113
Percentile 75.
2
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.
24
Percentage of
users who were
attended above
the reference value
N
3
2
114
118
Percentage of users who were attended above the reference value.
2
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.
25
Percentage of
users who were
attended below
the reference value
N
3
2
119
123
Percentage of users who were attended below the reference value.
2
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 below the established reference value.
26
Blank spaces
AN
4
0
124
127
Blanks. 6
DETAIL 7: Level of knowledge of the telephone advisor for attention.
Id
Concept
Data
Type
Length
Position
Observations
Ent.
Dec.
From:
To:
1
Record Type
N
3
0
1
3
Record identifier (for system control)
= Constant " 307 ". 1
2
Channels/Media of
Attention
N
2
0
4
5
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.
3
Unit of Measure
N
2
0
6
7
"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
4
Reference Value
N
3
2
8
12
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 regarding service to users of the Retirement Savings Systems, which must be taken as maximum reference values.
5
Afore Service Level
Result
N
3
2
13
17
Afore Service Level Result.
2
It is the result of the Service Level considering the metrics obtained from the evaluation of the CAT staff.
6
Minimum Value
N
3
2
18
22
Minimum Value.
2
The lowest value obtained within the universe of data considered for the measurement of this service level.
7
Maximum Value
N
3
2
23
27
Maximum Value.
2
The highest value obtained within the universe of data considered for the measurement of this service level.
8
Mean
N
3
2
28
32
Mean.
2
Average of the set of data considered for the measurement of each service level.
9
Median
N
3
2
33
37
Median.
2
It is the middle value of the universe of data considered for the measurement of this service level, ordered from smallest to largest.
10
Mode1
N
3
2
38
42
Mode1.
2
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.
11
Mode2
N
3
2
43
47
Mode2.
2
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.
12
Mode3
N
3
2
48
52
Mode3.
2
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.
13
Mode4
N
3
2
53
57
Mode4.
2
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.
14
Mode5
N
3
2
58
62
Mode5.
2
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.
15
Percentile 25
N
3
2
63
67
Percentile 25.
2
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.
16
Percentile 75
N
3
2
68
72
Percentile 75.
2
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.
17
Percentage of
advisors who
obtained a
rating above
the reference value
N
3
2
73
77
Percentage of advisors who obtained a rating above the reference value.
2
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.
18
Percentage of
advisors who
obtained a
rating below
the reference value
N
3
2
78
82
Percentage of advisors who obtained a rating below the reference value.
2
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.
19
Blank spaces
AN
45
0
83
127
Blanks. 6
DETAIL 8: User satisfaction.
Id
Concept
Data
Type
Length
Position
Observations
Ent.
Dec.
From:
To:
1
Record Type
N
3
0
1
3
Record identifier (for system control)
= Constant " 308 ". 1
2
Channels/Media of
Attention
N
2
0
4
5
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.
3
Unit of Measure
N
2
0
6
7
"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
4
Reference Value
N
3
2
8
12
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 regarding service to users of the Retirement Savings Systems, which must be taken as maximum reference values.
5
Afore Service Level
Result
N
4
2
13
18
Afore Service Level Result.
2
It is the result of this Service Level considering the metrics obtained by the three attention channels (Branch, CAT, and Digital Channels).
6
Service Level Result
by Attention Channel
N
4
2
19
24
Service Level Result by Attention Channel.
2
It is the result of this Service Level disaggregated for each of the attention channels and their subdivisions.
7
Blank spaces
AN
103
0
25
127
Blanks. 6
DETAIL 9: Completed service requests vs requested service requests.
Id
Concept
Data
Type
Length
Position
Observations
Ent.
Dec.
From:
To:
1
Record Type
N
3
0
1
3
Record identifier (for system control)
= Constant " 309 ". 1
2
Request Type
N
2
0
4
5
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
3
Unit of Measure
N
2
0
6
7
"% 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
4
Requests received
in the quarter
N
8
0
8
15
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;
5
Requests concluded
derived from
requests
requested
in the
quarter being
reported
N
8
0
16
23
Requests concluded in the quarter being reported derived from the Requests Received in the quarter being reported.
1
6
Requests concluded
derived from
requests requested
in the first quarter
N
8
0
24
31
Requests concluded in the quarter being reported derived from the Requests Received in the first quarter of each year.
1
7
Requests concluded
derived from
requests requested
in the second
quarter
N
8
0
32
39
Requests concluded in the quarter being reported derived from the Requests Received in the second quarter of each year.
1
Place 00000 when not applicable
8
Requests concluded
derived from
requests requested
in the third quarter
N
8
0
40
47
Requests concluded in the quarter being reported derived from the Requests Received in the third quarter of each year.
1
9
Reference Value
N
3
2
48
52
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 regarding service to users of the Retirement Savings Systems, which must be taken as maximum reference values.
10
Afore Service Level
Result
N
3
2
53
57
Afore Service Level Result.
2
It is the result of this Service Level considering the metrics obtained by Type of Request.
11
Service Level Result
by Type of
Request
N
3
2
58
62
Service Level Result by Type of Request.
2
It is the result of this Service Level disaggregated for the Type of Request.
12
Minimum Value
N
3
2
63
67
Minimum Value.
2
The lowest value obtained within the universe of data considered for the measurement of this service level disaggregated by the Type of Request.
13
Maximum Value
N
3
2
68
72
Maximum Value.
2
The highest value obtained within the universe of data considered for the measurement of this service level disaggregated by the Type of Request.
14
Mean
N
3
2
73
77
Mean.
2
Average of the set of data considered for the measurement of this service level disaggregated by the Type of Request.
15
Median
N
3
2
78
82
Median.
2
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.
16
Mode1
N
3
2
83
87
Mode1.
2
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.
17
Mode2
N
3
2
88
92
Mode2.
2
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.
18
Mode3
N
3
2
93
97
Mode3.
2
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.
19
Mode4
N
3
2
98
102
Mode4.
2
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.
20
Mode5
N
3
2
103
107
Mode5.
2
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.
21
Percentile 25
N
3
2
108
112
Percentile 25.
2
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.
22
Percentile 75
N
3
2
113
117
Percentile 75.
2
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.
23
Percentage of
concluded requests
above the reference
value
N
3
2
118
122
Percentage of concluded requests above the reference value.
2
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.
24
Percentage of
concluded requests
below the reference
value
N
3
2
123
127
Percentage of concluded requests below the reference value.
2
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.
Id
Concept
Data
Type
Length
Position
Observations
Ent.
Dec.
From:
To:
1
Record Type
N
3
0
1
3
Record identifier (for system control)
= Constant " 310 ". 1
2
Request Type
N
2
0
4
5
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.
3
Unit of Measure
N
2
0
6
7
"% 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
4
Requests received
in the quarter
N
8
0
8
15
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;
5
Volume of complaints
received derived from
requests received
in the quarter being
reported
N
6
0
16
21
Complaints received in the quarter being reported derived from the Requests Received in the quarter being reported.
1
6
Volume of complaints
received derived from
requests received
in the first quarter
N
6
0
22
27
Complaints received in the quarter being reported derived from the Requests Received in the first quarter of each year.
1
7
Volume of complaints
received derived from
requests received
in the second
quarter
N
6
0
28
33
Complaints received in the quarter being reported derived from the Requests Received in the second quarter of each year.
1
8
Volume of complaints
received derived from
requests received
in the third quarter
N
6
0
34
39
Complaints received in the quarter being reported derived from the Requests Received in the third quarter of each year.
1
9
Reference Value
N
3
2
40
44
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 regarding service to users of the Retirement Savings Systems, which must be taken as maximum reference values.
10
Afore Service Level
Result
N
3
2
45
49
Afore Service Level Result.
2
It is the result of this Service Level considering the metrics obtained by Type of Request.
11
Service Level Result
by Type of
Request
N
3
2
50
54
Service Level Result by Type of Request.
2
It is the result of this Service Level disaggregated for the Type of Request.
12
Minimum Value
N
3
2
55
59
Minimum Value.
2
The lowest value obtained within the universe of data considered for the measurement of each service level disaggregated by the Type of Request.
13
Maximum Value
N
3
2
60
64
Maximum Value.
2
The highest value obtained within the universe of data considered for the measurement of each service level disaggregated by the Type of Request.
14
Mean
N
3
2
65
69
Mean.
2
Average of the set of data considered for the measurement of each service level disaggregated by the Type of Request.
15
Median
N
3
2
70
74
Median.
2
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.
16
Mode1
N
3
2
75
79
Mode1.
2
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.
17
Mode2
N
3
2
80
84
Mode2.
2
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.
18
Mode3
N
3
2
85
89
Mode3.
2
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.
19
Mode4
N
3
2
90
94
Mode4.
2
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.
20
Mode5
N
3
2
95
99
Mode5.
2
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.
21
Percentile 25
N
3
2
100
104
Percentile 25.
2
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.
22
Percentile 75
N
3
2
105
109
Percentile 75.
2
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.
23
Percentage of
concluded requests
above the reference
value
N
3
2
110
114
Percentage of concluded requests above the reference value.
2
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.
24
Percentage of
concluded requests
below the reference
value
N
3
2
115
119
Percentage of concluded requests below the reference value.
2
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.
25
Blank spaces
AN
4
0
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.
23
Percentage of complaints
above the reference
value
N
3
2
110
114
Percentage of complaints above the reference
value.
2
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.
24
Percentage of complaints
below the reference
value
N
3
2
115
119
Percentage of complaints below the reference
value.
2
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.
25
Blank spaces
AN
8
0
120
127
Blanks. 6
DETAIL 11: Time to schedule an appointment.
Id
Concept
Data
Type
Length
Position
Observations
Ent.
Dec.
From:
To:
1
Record Type
N
3
0
1
3
Record identifier (for system control)
= Constant " 311 " . 1
2
Channels/Means of
Attention
N
2
0
4
5
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.
3
Type of
Establishment
N
2
0
6
7
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
4
Establishment Key
AN
20
0
8
27
Unique key assigned by the Administrator of the
establishment.
5
*According to what has been reported in FTIP 403
Annex 65.
5
Unit of Measure
N
2
0
28
29
" 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
6
Requests received
in the quarter
N
8
0
30
37
Requests received in the quarter. 1
Requests received are understood to be those
scheduled for an appointment within the quarter.
7
Reference value
N
3
2
38
42
Reference value.
2
The parameter established in the
General Provisions on matters of
service to users of the Retirement Savings Systems
is understood for this Service Level.
8
Afore service level
result
N
3
2
43
47
Afore service level result.
2
This is the result of this Service Level
considering the metrics obtained by all
Types of establishments.
9
Service level result by
attention channel
N
3
2
48
52
Service level result by attention channel.
2
This is the result of this Service Level
disaggregated by all Types of
establishments and their subdivisions.
10
Minimum value
N
3
2
53
57
Minimum value.
2
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.
11
Maximum value
N
3
2
58
62
Maximum value.
2
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.
12
Mean
N
3
2
63
67
Mean.
2
Average of the set of data considered
for the measurement of this service level
disaggregated by type of establishment and its
subdivisions.
13
Median
N
3
2
68
72
Median.
2
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.
14
Mode1
N
3
2
73
77
Mode1.
2
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.
15
Mode2
N
3
2
78
82
Mode2.
2
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.
16
Mode3
N
3
2
83
87
Mode3.
2
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.
17
Mode4
N
3
2
88
92
Mode4.
2
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.
18
Mode5
N
3
2
93
97
Mode5.
2
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.
19
Percentile 25
N
3
2
98
102
Percentile 25.
2
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.
20
Percentile 75
N
3
2
103
107
Percentile 75.
2
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.
21
Percentage of scheduled
appointments
above the reference
value
N
3
2
108
112
Percentage of scheduled appointments above the
reference value.
2
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.
22
Percentage of scheduled
appointments
below the reference
value
N
3
2
113
117
Percentage of scheduled appointments below the
reference value.
2
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.
23
Blank spaces
AN
10
0
118
127
Blanks. 6
DETAIL 12: Maximum waiting time with appointment.
Id
Concept
Data
Type
Length
Position
Observations
Ent.
Dec.
From:
To:
1
Record Type
N
3
0
1
3
Record identifier (for system control)
= Constant " 312 " . 1
2
Channels/Means of
Attention
N
2
0
4
5
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.
3
Type of
Establishment
N
2
0
6
7
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
4
Establishment Key
AN
20
0
8
27
Unique key assigned by the Administrator of the
establishment.
5
*According to what has been reported in FTIP 403
Annex 65.
5
Unit of Measure
N
2
0
28
29
" 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
6
Requests received
with appointment in the
quarter
N
8
0
30
37
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;
7
Reference value
N
3
2
38
42
Reference value.
2
The parameter established in the
General Provisions on matters of
service to users of the Retirement Savings Systems
is understood for this Service Level.
8
Afore service level
result
N
3
2
43
47
Afore service level result.
2
This is the result of this Service Level
considering the metrics obtained by all
Types of establishments.
9
Service level result by
attention channel
N
3
2
48
52
Service level result by attention channel.
2
This is the result of this Service Level
disaggregated by all Types of
establishments and their subdivisions.
10
Minimum value
N
3
2
53
57
Minimum value.
2
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.
11
Maximum value
N
3
2
58
62
Maximum value.
2
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.
12
Mean
N
3
2
63
67
Mean.
2
Average of the set of data considered
for the measurement of this service level
disaggregated by type of establishment and its
subdivisions.
13
Median
N
3
2
68
72
Median.
2
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.
14
Mode1
N
3
2
73
77
Mode1.
2
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.
15
Mode2
N
3
2
78
82
Mode2.
2
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.
16
Mode3
N
3
2
83
87
Mode3.
2
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.
17
Mode4
N
3
2
88
92
Mode4.
2
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.
18
Mode5
N
3
2
93
97
Mode5.
2
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.
19
Percentile 25
N
3
2
98
102
Percentile 25.
2
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.
20
Percentile 75
N
3
2
103
107
Percentile 75.
2
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.
21
Percentage of
users with appointments
who waited to be
attended to above
the reference value
N
3
2
108
112
Percentage of users with appointments who waited to
be attended to above the reference value.
2
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.
22
Percentage of
users with appointments
who waited to be
attended to below
the reference value
N
3
2
113
117
Percentage of users with appointments who waited to
be attended to below the reference value.
2
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.
23
Blank spaces
AN
10
0
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
00
Not Applicable
01
Branch
02
CAT
03
Digital Channels
99
Other
Type of Establishment Catalog
Identifier
Description
00
Not Applicable
01
Mobile branch or similar
02
Branch or office
03
UEAP or similar
04
Kiosk or similar
05
Self-service module or similar
99
Other
Type of Request Catalog
Identifier
Description
00
Not Applicable
01
Inquiry
02
Clarification
03
Complaint
04
Procedure
Type of Information Catalog
Identifier
Description
00
Not Applicable
01
Retirement Savings System
02
Individual account
03
Service requests
Type of Procedure Catalog
Identifier
Description
00
Not Applicable
01
Total withdrawal IMSS
02
Total withdrawal ISSSTE
03
Partial withdrawal IMSS
04
Partial withdrawal ISSSTE
05
Scheduled withdrawal IMSS
06
Scheduled withdrawal ISSSTE
07
Receipt of voluntary contribution
08
Disposition of voluntary savings resources
09
Recovery of resources by partial withdrawal
10
Separation of accounts
11
Unification of accounts
12
Unification of IMSS resources
13
Unification of ISSSTE resources
14
Modification of certifiable data
15
Selection of Siefore
16
Registration of non-affiliated workers
17
Registration of worker same Afore
18
Registration of worker different Afore
19
Transfer Afore-Afore
20
Reprint of account statement
21
Balance summary inquiry
22
Printout of transaction detail
23
Issuance of tax withholding certificate
99
Others
Sub-procedure Catalog
Identifier
Description
00
Not Applicable
04
Modification of non-certifiable data [Others]
05
Identification file: generation of file
[Others]
06
Generation of Nip [Others]
07
Recovery of Nip [Others]
08
Inquiries or clarifications [Others]
Sub-procedure Breakdown Catalog [Others]
Identifier
Description
00
Not Applicable
01
Account location
02
Voluntary contributions: clarification of voluntary contributions
03
Commission: general information
04
Returns: Siefores, write-downs, etc.
05
Housing: general INFONAVIT information
Catalog 06
Housing: general FOVISSSTE information
07
Pensions: general IMSS information
08
Pensions: general ISSSTE information
09
Account statement: clarification of balances, transactions, and contributions
Procedure Status Catalog
Identifier
Description
1
Conclusion
2
No Conclusion
3
Conclusion on the same day
Unit of Measure Catalog
Identifier
Description
01
Business days
02
Minutes
03
% Compliance
04
Rating (0 to 100)
05
% Percentage
06
Score (-100 to 100)
GENERAL PROCESS VALIDATIONS
Validations for data format
General notes for validating data format in files.
1
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.
2
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.
3
Dates. The date format must be 8 numerical characters = " AAAAMMDD " where:
DD = day
MM = month
AAAA = year
4
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.
5
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
of
an ñ, it must be the ASCII code " ALT+0209 " of Windows. All characters must be in
uppercase.
6
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:
I.
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
1
8 Numerical Digits
Where the entity must include the Submission Date on which it is transmitting the file in format
" AAAAMMDD " .
2
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
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
4
3 Numerical Digits
These establish the Entity Subtype Key reported (*Only applies to SIEFORES family,
for other entities it will be Constant = " 000 " )
5
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
V.
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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