41 Gold Performance Metrics.xlsx
XLSX spreadsheet 43 KB Posted
- Solicitation number
- 70T05026R5900N005
About this file
This is a Performance Metrics spreadsheet for the TSA Gold+ Commercial Services IDIQ contract solicitation. The file appears to contain detailed performance measurement criteria and key performance indicators (KPIs) that contractors must meet throughout the contract term. The spreadsheet establishes the baseline metrics and thresholds that will be used to evaluate contractor performance on security screening technology delivery, maintenance, and workforce management across participating airports.
The metrics framework supports the TSA Gold+ initiative's core requirements: deploying and maintaining security screening equipment capable of detecting explosives, weapons, and prohibited items, while managing a skilled passenger and baggage screening workforce. The performance metrics define service level agreements (SLAs), equipment reliability standards, maintenance response times, and operational availability targets that contractors must achieve. These quantifiable performance measures serve as the foundation for contractor accountability, payment determinations, and contract administration throughout the indefinite-delivery indefinite-quantity (IDIQ) vehicle. The specific metric thresholds and measurement methodologies outlined in this spreadsheet directly tie to contractor compensation and satisfactory performance ratings under the Gold+ program.
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Performance Metrics
| # | Outcome Based Performance Metric | Acceptable Quality Level (AQL) | Frequency of Reporting | Surveillance Method (Detailed) | Consequence | TSA Standard/Baseline | Notes | Description |
| 1 | Security and Threat Detection | |||||||
| a | Threat Detection Rate | ≥ [TSA detection standard] | Daily | TSA certification and qualification testing; Daily Maintenance Records | Corrective Action Plan (CAP), possible financial penalties, possible contract termination | Defined by each detection standard | ||
| ≥ [TSA rate] | Daily | Field Data Reporting System (FDRS) and PMIS Reports | (e.g.AIT Utilization Rate for Standard Pax. ≥ 95%) | Percentage of eligible AIT Passengers screened by the AIT compared to the target. | ||||
| c | Selectee Find Rate | ≥ [TSA standard] | Daily | PMIS Reports | Corrective Action Plan (CAP), possible financial penalties, possible contract termination | ≥ (Sensitive) | Percentage of times TSA successfully finds selectees. | |
| d | Access Control per 100K Passengers | ≥ [TSA detection standard] | Daily | PARIS Reports | Day of incident meeting to address any need for corrective action plan. | Needs to be defined or Baseline determined at the time of transition from federal to contractor | ||
| e | Ensure random unpredictable screening and mitigate insider threats | ATLAS utilization rate ≥ [TSA standard]; ATLAS Weighted Effectiveness ≥ [TSA standard] | Daily | PMIS Reports; PARIS Reports | Corrective Action Plan (CAP), possible financial penalties, possible contract termination | ≥ 95% of the number of plays/hours (utilization); ≥ 98% (effectiveness) | ATLAS Utilization: Percentage of ATLAS hours compared to the target; ATLAS Effectiveness: Weighted composite metric consisting of balance of Employee screened and balance of physical screening. | |
| USP rate ≥ [TSA approved rate] | Daily | PMIS /STIP Reports | TSA Rate confirmed on recurring basis | |||||
| 2 | Screening Workforce Performance | |||||||
| a | Overt test pass rate | ≥ [TSA baseline] | Annual | Overt test results collected on an annual basis | CAP, removal of staff, possible financial penalties, possible contract termination | Baseline defined annually and shared post testing | ||
| b | Covert test pass rate | ≥ [TSA baseline] | Annual | Covert test results collected on an annual basis | Corrective Action Plan (CAP) | Baseline defined annually and shared post testing | ||
| c | Field Evaluation pass rate | ≥ [TSA standard] | Quarterly | Quarterly Field Evaluation | CAP, removal of staff | ≥ (Sensitive) | ||
| d | Officers demonstrate Command Presence | ≥ [TSA standard] | Daily | SPP Assessment Tool/Daily Observation Tool | CAP, removal of staff/ Incentives for Excellence | ≥ 90% | ||
| e | Officer image interpretation | ≥ [TSA standard] | Monthly | Enhanced Threat Image Projection (TIP) - STIP Reporting (for AT); Contractor Self-reported (for CT); Daily Observation Tool | CAP, removal of staff/ Incentives for Excellence | 25 images/month (≥ (Sensitive) | ||
| f | Incident Report Time | ≤ [TSA baseline] | Daily | Average time taken to report security incidents to Local Coordination Centers | CAP, removal of staff | ≤ 5 minutes | ||
| g | Supervisory Engagement | ≥ [TSA baseline] | Daily | Daily Observation Tool Usage | Incentives for Excellence | ≥ 90% uniformed officers assessed/month (10 observations/officer) | ||
| h | Screening Workforce Professionalism | ≥ [TSA baseline] | Daily | SPP Assessment Tool/Daily Observation Tool Hospitality Data/Monthly Trust Survey | Corrective Action Plan (CAP)/ Incentives for Excellence | Needs to be defined or Baseline determined at the time of transition from federal to contractor | ||
| 3 | Checkpoint Management | |||||||
| a | Standard lanes: Wait time < 30 minutes | Frequency ≥ [TSA standard] | Twice Hourly/Real-time | Performance Measurement Information System (PMIS)/ Self reported and verified/audited through CCTV/TSA operational assessments | CAP, possible financial penalties, possible contract termination/Incentives for Excellence |
Standard lanes: Wait time < 10 minutes 70% of pax. screened;
20 minutes > Standard lanes: Wait time > 10 minutes for 25% of pax. screened;
30 minutes > Standard lanes: Wait time > 20 minutes for 3% of pax. screened;
| Standard lane: Wait time >30 minutes for 1% of pax. screened | Percentage of Standard passengers waiting less than 30 minutes. | ||||||
| b | PreCheck lanes: Wait time <10 minutes | Frequency ≥ [TSA standard] | Twice Hourly/Real-time | Performance Measurement Information System (PMIS)/ Self reported and verified/audited through CCTV | CAP, possible financial penalties, possible contract termination/Incentives for Excellence | PreCheck lanes: Wait time < 5 minutes 89% of pax. screened; |
10 minutes > PreCheck lanes: Wait time > 5 minutes for 10% of pax. screened;
| PreCheck lane: Wait time >10 minutes for 1% of pax. screened | Percentage of PreCheck passengers waiting less than 10 minutes. | ||||||
| c | Operational availability (Ao) | ≥ [TSA standard] | Daily | Measure monthly;system logs, maintenance records | CAP, possible financial penalties, possible contract termination | ≥ 98% (currently measured by technology, by airport on monthly basis; 98% is the current level for X-Ray/CT)) | |
| 4 | Customer Service | ||||||
| a | Trust In TSA Score | ≥ [TSA Target] | Monthly | Monthly Trust Survey conducted 1st day of every mont | CAP, possible financial penalties, possible contract termination | ≥ 80% | |
| b | Complaint Trend Score | ≤ [TSA baseline] | Monthly | TSA Contact Center data | CAP, possible financial penalties, possible contract termination | Baseline determined at the time of transition from federal to contractor | |
| c | Compliment Trend Score | ≥ [TSA baseline] | Monthly | TSA Contact Center data | CAP, possible financial penalties, possible contract termination | Baseline determined at the time of transition from federal to contractor | |
| d | Annual Customer Satisfaction Score (CSAT) | ≥ [TSA Target] | Annually | Passenger Experience Survey/ Self-Reported by Contractor | CAP, possible financial penalties, possible contract termination/ Incentives for Excellence | ≥ 85% | |
| e | Rate of claims resolved within 60 days | ≥ [TSA rate] |
Monthly Claims log review, periodic audit, case file review
| CAP, possible financial penalties, possible contract termination | ≥ 95% | |||||
| 5 | Innovation & Continuous Improvement | |||||
| a | Tech/process improvements or innovations implemented (as a pilot or full scale) | ≥ [Number and timing of improvements /innovations submitted in the proposal and committed to in the contract] | Monthly | Monthly Program Review | Corrective Action Plan (CAP), possible payment delays/ Incentives for Excellence | N/A |
Incentives
| The following financial incentives apply if the Contractor exceeds the monthly acceptable level for the eight metrics as specified, while meeting the baseline across all performance metrics. This structure ensures that incentives are only paid when both operational outcomes and workforce culture/leadership standards are achieved, driving holistic performance. |
| · If any four or more of the eight listed metrics are exceeded for a single month—including at least one security/efficiency metric and one workforce/professionalism metric—the Contractor will receive 5% more of the total monthly invoice value for that period. |
| · If any six or more of the eight listed metrics are exceeded for a single month, then the Contractor will receive 10% more of the total monthly invoice value for that period. |
| Monthly Metrics |
| Security/Efficiency: |
| 1) Officer image interpretation |
| 2) Standard lanes: Wait time < 10 minutes |
| 3) PreCheck lanes: Wait time < 5 minutes |
| 4) Operational availability (Ao) > 99.5% |
| Leadership/Professionalism/Customer Experience: |
| 5) Officers demonstrate Command Presence |
| 6) Supervisory Engagement |
| 7) Screening Workforce Professionalism |
| 8) Trust In TSA Score |
| If the Contractor exceeded the two annual metrics below, the Contractor will receive the 2% of the contract annual value as part of the last invoice paid. |
| Annual Metrics |
| Annual Customer Satisfaction Score (CSAT) |
| Number of improvements or innovations implemented (as a pilot or full scale) |
| TSA will periodically review and refine the incentive metrics to ensure they are effectively driving the desired behaviors and outcomes, and may adjust the structure as needed based on operational experience and industry feedback. |
Disincentives
| The following financial disincentives apply if Contractor does not meet the monthly acceptable level for the ten metrics: |
| · If any two of the ten listed metrics are not met for a single month, then Contractor will credit TSA 2% of total monthly invoice value for that period. |
| · If any four or more of the ten listed metrics are not met for a single month, then Contractor will credit TSA 4% of the total monthly invoice value for that period. |
| · If any six or more of the ten listed metrics are not met for a single month, then the Contractor will credit TSA 6% of the total monthly invoice for that period. |
| 1) Threat detection rate |
| 2) Selectee Find Rate |
| 3) Access Control per 100K Passengers |
| 4) Ensure random unpredictable screening and mitigate insider threats |
| 5) Officers demonstrate Command Presence |
| 6) Officer image interpretation |
| 7) Standard lanes: Wait time |
| 8) PreCheck lanes: Wait time |
| 9) Operational availability (Ao) |
| 10) Incident Report Time |
Compliance Objectives
| # | Compliance Objective | Acceptable Quality Level (AQL) | Surveillance Method (Detailed) | Consequence of Non-Compliance | TSA Standard | Notes | Notes |
| 1 | Maintenance Compliance | ||||||
| a | Level I/II Preventive Maintenance completed per OEM schedule | 100% compliance | System logs, maintenance records | CAP, possible contract termination | 100% compliance | ||
| 2 | Equipment Audit & Oversight | ||||||
| a | Operational equipment compliance with approved configurations | 100% compliance | Maintenance logs, audits | CAP | 100% compliance | ||
| b | Approved test kit usage rate | 100% compliance | Audits | 100% compliance | |||
| 3 | Interoperability | ||||||
| a | Equipment interoperable with TSA systems (e.g., Secure Flight, AIM, PMIS) | 100% compliance | Integration testing, audit | CAP | 100% compliance | ||
| b | Equipment data and interface meet TSA requirements compliance rate | 100% compliance | Audit | 100% compliance | |||
| 4 | Training Compliance | ||||||
| a | National Training Plan (NTP) completion rate | ≥ 95% | Training records, OLC data | CAP, removal of non-compliant staff | ≥ 95% | ||
| b | STI equivalent instructors obtain and maintain proper TSA certifications and adhere to approved training curriculum | 100% compliance | Training records, OLC data, QAA | Removal of non-compliant staff, possible contract termination | 100% compliance | Take required training and score passing ratings for annual QAA | |
| c | New hire TSOs, TSIs complete/pass all required new hire training and OJT | 100% compliance | Training records, OLC data, QAA | Removal of non-compliant staff, possible contract termination | 100% compliance | ||
| d | Newly promoted Officers (LTSO, STSO, TSM equivalents) complete all required supervisory and leadership training in time dictated by policy, unless waiver provided | 85% | Training records, OLC data, QAA | Removal of non-compliant staff, mediation | 85% compliance | ||
| e | Annual Proficiency Review (APR) pass rate | 100% | Annual Proficiency Review Results | CAP, removal of staff | 100% | ||
| 5 | Continuity of Operations (COOP) | ||||||
| a | COOP plan in place and current | 100% compliance | COOP plan review, drill participation logs | CAP | 100% compliance | ||
| b | Staff participation rate in drills | 100% compliance | COOP plan review, drill participation logs | CAP | Participation required twice/year | ||
| c | Ability to recall staff and maintain operations in emergencies | 100% compliance | Monthly Program Review | CAP, possible financial penalties, possible contract termination | Baseline determined at the time of transition from federal to contractor | ||
| 6 | Cybersecurity Compliance | ||||||
| a | System security controls are documented and agreed upon | 100% compliance | Documentation review, POA&M review, cybersecurity assessment(s) | CAP, possible contract termination | 100% compliance | ||
| b | Vulnerabilities are documented and remediated with defined timeline | 100% compliance | Cybersecurity Asssessments | CAP, possible contract termination | 100% compliance | ||
| 7 | Financial Analysis | ||||||
| a | Annual benchmarking of financial performance and reinvestment against industry standards completed | 100% compliance | Review Financial Reports and Reinvestment Analysis | ||||
| CAP, possible contract termination | 100% compliance | ||||||
| 8 | Data & Reporting Accuracy | ||||||
| a | All required reports are submitted on time | 100% compliance | Report review | CAP | 100% compliance | ||
| b | Reports are accurate and complete | 100% compliance | Report review | CAP | 100% compliance | ||
| 9 | Process & Administrative Compliance | ||||||
| a | Corrective actions documented | ≥ [TSA standard] | Corrective actions report | CAP, removal of staff, possible financial penalties, possible contract termination | ≥ 90% | ||
| b | Officers perform duties per SOP | ≥ [TSA standard] | SPP Assessment Tool/Daily Observation Tool | CAP, removal of staff, possible financial penalties, possible contract termination | ≥ 90% | ||
| c | Security incidents, anomalies, and concerns incidents reported to TSA within 24 hours | 100% compliance | Incident log | CAP, possible contract termination | 100% compliance | ||
| d | Customer service log incidents are resolved in ≤ X hours on average monthly | Determined at the time of transition | Log review | CAP, possible contract termination | Baseline determined at the time of transition from federal to contractor | ||
| e | National Training Plan (NTP) Officers on Pace | 100% compliance | |||||
| f | Remedial Training Completion | 100% compliance | |||||
| g | APR Failures Remediated | 100% compliance | |||||
| h | GFE Use/Inventory Compliance | 100% compliance | |||||
| i | Badge/Access Control Compliance | Adherence to badge/access policies | |||||
| j | SSI Handling Compliance | Adherence to SSI protection/reporting | |||||
| k | Data Submission Timeliness | Data submitted within required timeframes | |||||
| # | Data Points | Frequency of Reporting | Surveillance Method (Detailed) | Consequence of Non-Compliance | TSA Standard | Notes | Notes |
| 1 | Operational Reliability, Maintainability, and Availability (RMA) for each technology | ||||||
| a | Mean Time Between Critical Failure (MTBCF) | Monthly | Measure monthly;system logs, maintenance records | CAP, possible financial penalties, possible contract termination | |||
| b | Mean Uptime (MUT) | Monthly | |||||
| c | Mean Downtime (MDT) | Monthly | |||||
| d | Average Depot Turn Around Time (DTAT) | Monthly | |||||
| e | Mean Time to Repair (MTTR) | Monthly | Measure monthly;system logs, maintenance records; Ticket submission | CAP, possible financial penalties, possible contract termination | |||
| f | False alarm rate | Daily | TSA operational assessments/Covert/Overt Testing/Field Data Reporting System (FDRS) | Corrective Action Plan (CAP), possible financial penalties, possible contract termination | Defined by each detection standard | ||
| 2 | Checkpoint Management | ||||||
| a | Total throughput per lane per hour per day | Hourly | Performance Measurement Information System (PMIS) | CAP | |||
| b | Total number of bag per hour per day | Hourly | Performance Measurement Information System (PMIS) | ||||
| c | Passengers per Officer per Day | Daily | Performance Measurement Information System (PMIS) | ||||
| d | Unscheduled Absences | Daily | AIMS/Reported to Local Coordination Center | ||||
| 3 | Incident Reporting | ||||||
| a | Number of security incidents, anomalies, and concerns | Monthly | PARIS Incident Log | CAP | |||
| b | Rate of recurring incidents involving the same customer or location | Monthly | |||||
| c | Number of incidents that directly affected customer experience | Monthly | |||||
| 4 | Financial Analysis | ||||||
| a | Private capital raised and invested to support the TSA mission | Quarterly | Contract reporting, audited financial statements, and periodic reviews of investment commitments and expenditures by Gold+ partners. |
CAP, potential financial penalties, or contract termination if partners fail to meet investment commitments.
| 5 | Innovation & Continuous Improvement | ||
| a | Number of improvements or innovations proposed to TSA | Quarterly | Review of total proposals submitted for TSA review |
| b | Quantity of new vendor proposed as part of improvements or innovations | Quarterly | Review of total proposals submitted for TSA review |
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