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135 Santilli Highway, Everett, MA 02149 | 781.338.3000 | TTY: N.E.T. Relay (800).439.2370
Performance Measures
Alternate ID #: 27SEPRLS3 COMMBUYS Bid #:BD-27-1026-DOE02-DOE01-133339
Agency Staff Use Only (This document will be used to evaluate the performance of each awarded vendor) Performance Contracting: Performance contracting is the process of identifying and measuring the results, outcomes or products obtained from a contract through the use of measurable indicators. All procurements are expected to contain quantifiable and clearly defined performance expectations.
| Program Outcomes |
| Are the results or accomplishments that occur because of the service provided through the contract. |
| Program Outputs |
| Are the quantity of services or work conducted (i.e., the # of participants or the # of training sessions provided). |
| Program Efficiency |
| Examine the cost of an outcome or output (i.e., cost per participant or cost per training session). An efficiency measure makes it possible to begin evaluating “reasonable” costs for the requested service. |
| Program Effectiveness |
| Examine whether the outcomes achieved were worthwhile and contained long-term benefit. Effectiveness measures determine the extent to which the program yielded the desired outcomes. |
| Program Outcomes |
| Measure |
| Goal Percentage per Year of Contract |
| Year 1 |
| Year 2 |
| Year 3 |
| Year 4 |
| Provide flexible temporary investigation capacity that enables PRS to manage fluctuations in complaint volume while maintaining the quality and timeliness of complaint resolution. Complete complaint investigations from intake through resolution, including review and organization of case materials; identification and clarification of allegations; requests for and review of relevant documentation; interviews or other fact-finding activities as appropriate; analysis of evidence; and preparation of investigation materials and findings for DESE review, as assigned. |
| At least 90% of assigned complaint investigations are completed in accordance with PRS-established case milestones and timelines necessary to support resolution within the applicable 60-day timeline, absent an allowable extension |
| 100% |
| % |
| % |
| % |
| Maintain timely, professional communication with DESE staff and, as directed by DESE, complainants, school districts, educational collaboratives, charter schools, and other relevant parties throughout the investigation process. |
| At least 90% of required communications and follow-up activities are completed within PRS-established timeframes or other deadlines established by DESE. |
| 100% |
| % |
| % |
| % |
| Produce clear, objective, well-supported draft findings, correspondence, memoranda, and other written products required to support PRS complaint resolution. |
| At least 90% of reviewed draft findings, correspondence memoranda, and other written products meet PRS quality standards for accuracy, clarity, objectivity, completeness, and evidentiary support and require no more than minor revision. |
| 100% |
| % |
| % |
| % |
| Program Outputs |
| Measure |
| Goal Percentage per Year of Contract |
| Year 1 |
| Year 2 |
| Year 3 |
| Year 4 |
| Conduct complaint investigations consistent with the Individuals with Disabilities Education Act (IDEA), applicable federal regulations, Massachusetts special education requirements, DESE procedures, and guidance provided by PRS. |
| At least 95% of reviewed complaint investigations demonstrate adherence to applicable IDEA requirements, federal regulations, Massachusetts special education requirements, DESE/PRS procedures, and case-specific guidance, with no material procedural or substantive errors attributable to the investigator that compromise the investigation or require significant corrective rework. |
| 100% |
| % |
| % |
| % |
| Program Efficiency |
| Measure |
| Goal Percentage per Year of Contract |
| Year 1 |
| Year 2 |
| Year 3 |
| Year 4 |
| Demonstrate cost-effective delivery of temporary complaint investigation capacity by monitoring the average cost per completed investigation submitted to PRS for determination, with costs evaluated in relation to investigation complexity, timeliness, quality, and the amount of DESE review or rework required. |
| At least 90% of completed complaint investigations will fall within the established or baseline cost range for investigations of comparable complexity, while meeting PRS standards for timeliness, quality, and completeness. Cost per investigation will be monitored and analyzed by complexity to establish and assess reasonable costs for the contracted service. |
| % |
| % |
| % |
| % |
| Program Effectiveness |
| Measure |
| Goal Percentage per Year of Contract |
| Year 1 |
| Year 2 |
| Year 3 |
| Year 4 |
| Strengthen PRS's ability to consistently resolve special education complaints in a timely, thorough, and legally sound manner by providing qualified temporary investigation capacity that reduces the impact of fluctuations in complaint volume and supports sustained compliance with applicable complaint-resolution requirements. |
| At least 90% of contractor-supported complaint investigations are sufficiently complete, timely, accurate, and well-supported to enable PRS to proceed to determination without substantial additional investigation or rework, while temporary investigation capacity contributes to maintaining or improving PRS's timely complaint-resolution performance and reducing the impact of fluctuations in complaint volume. |
| % |
| % |
| % |
| % |
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