Section_J.6_ATTACHMENT_E__GSS_Notional_Metrics.pdf

J.6 ATTACHMENT E – NOTIONAL TASK ORDER METRICS

CRITICAL GLOBAL SUPPORT STRATEGY METRICS

1. Cleared Personnel. The verification (true/false) that all Contractor personnel possess the requisite Government security clearance determination or certification as detailed in Section

H.9.2.

2. Data Security Incidents. The number of data security incidents that occur related to compromised or misused applicant data.

3. Physical Security Incidents. The percentage of physical security incidents (with a brief description of each) occurring at any vendor-run GSS facility that are reported to the USG and investigated within a determined time frame.

4. Fee Deposit Incidents. The number of occurrences for which consular fees are not deposited into a USG account within twenty-four (24) hours.

5. Fraud Prevention Program. The number of occurrences of confirmed or suspected cases of

Contractor personnel cases of fraud, malfeasance, misfeasance, or other criminal or negligent activity.

6. Lost Document Rate. The percentage of applicant documents (e.g. applicant passports) which are lost and/or misplaced (i.e. unaccounted for at least 15 calendar days) while in the possession of any GSS service provider.

7. Provision of Public Information. The number of occurrences for which information is published on a contractor website or any other proposed delivery method for information services to the public without Government clearance/authorization and/or where the information provided is incorrect.

GENERAL GLOBAL SUPPORT STRATEGY PROGRAM METRICS

8. Service Downtime. The percentage of time during scheduled hours of operation for which any portion of GSS support services are unavailable to applicant customers.

9. Data & Reporting Delivery. The number of incidents in which accurate management data

(e.g., application data, appointment and fee information) and/or reports is not delivered to the

Government within the predetermined timeframe and/or via a predetermined transmission method or format.

10. Audit Compliance. Number of occurrences where the GSS contractor and all subcontractors are not within determined tolerances for compliance with all Government-conducted security audits (e.g., facility, fee, and IT).

11. Incident Reporting Compliance. The percentage of incidents that require reporting as detailed in Sections C and F that are reported to the USG and investigated within a determined time frame.

12. Fee Mismatch Incidents. The number of incidents in which the actual amount deposited into a United States Government (USG) account does not match the calculated amount that should have been deposited based on application receipts.

13. Fee Collection Error Rate. The number of applicants who have (a) paid an incomplete or incorrect fee, and/or (b) accessed GSS services with invalid fee payment data (i.e., re-use of a consular fee, access to a visa appointment with an incorrect fee payment, etc.).

14. Document Delivery to Applicants. The percentage of documents being delivered to an applicant for which the delivery time exceeds a time determined in the Task Order.

15. Document Delivery to USG. The percentage of documents being delivered to the United

States Government (USG) for which the delivery time exceeds the determined timeframe.

16. Applicant Customer Satisfaction. The percentage of applicants who respond to a customer satisfaction survey who rate the GSS services they receive as at least satisfactory overall.

17. Customer Service Response Rate. The percentage of applicant inquiries received (e.g., via e-mail, etc.) for which a tailored, substantive response is provided by the Contractor within a determined time frame.

18. Embassy/Post Satisfaction. The percentage of in-country USG employees whose responses to a CSGOV satisfaction survey rate the GSS support services they receive as at least satisfactory overall.

19. Follow-up Appointment Response Rate. The percentage of USG requests to contact applicants in order to schedule an interview appointment (i.e. after USG administrative processing is complete, after reviewing interview waiver cases, etc.) that are completed within the determined time frame.

OFC –RELATED GLOBAL SUPPORT STRATEGY PROGRAM METRICS

20. OFC Applicant Processing Time. The percentage of applicants appearing on time at an

OFC for their scheduled appointment who receive the applicable services within a predetermined time frame.

21. OFC Biometric Data Accuracy. The percentage of applicants whose biometrics are successfully captured at OFCs and correctly associated with the applicant's electronic data upon initial taking.