5. Att 4 Operational Baseline Attachment.pdf
PDF 140 KB Posted
- Solicitation number
- HT003826SC003
- Issued by
-
Defense Health Agency
About this file
This document is an operational baseline attachment providing performance metrics and user activity data extracted from the ESS (Enterprise Software System) environment ticketing infrastructure.
The attachment validates approximately 1,100 unique active users across the SDLCNext production and JTE testing Jira instances over a twelve-month measurement period. Categorization field population varies significantly between instances, with Component population at only 3.4% in production versus 28.3% in testing, while Priority population reaches 47% in production and 100% in testing. Service Level Agreement attainment data demonstrates strong operational performance: Time-to-Resolution (TTR) SLA attainment ranges from 77.0% to 99.8% across queue and issuetype combinations, with TISD Service Request achieving 99.2% attainment against a 14.7-hour goal with 2.2-hour average elapsed time. Time-to-First-Response (TTFR) SLA attainment is consistently high, ranging from 80.4% to 100.0%, with goals between 382 to 480 minutes and actual responses between 17 to 266 minutes. Mean Time to Resolution metrics show variation by priority, with Medium priority TISD Service Requests averaging 8.5 days and High priority at 10.0 days. The document notes that Customer Satisfaction data, first-contact resolution rates, and system uptime availability percentages are not currently collected or tracked through this ticketing infrastructure.
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Other files
| File | Type | Posted |
|---|---|---|
| 1. (Amendment 01) HT003826SC003 ESSNext CSO.pdf | ||
| 2. Att 1 ESS Current State Analysis FINAL.pdf | ||
| 3. Att 2 ESS Hardware Inventory.xlsx | XLSX spreadsheet | |
| 6. Att 5 Bug Counts and Defect Rates.pdf | ||
| 1. HT003826SC003 ESSNext CSO.pdf | ||
| 4. Att 3 ESS Software Inventory.xlsx | XLSX spreadsheet |
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ESS Next Operational Baseline Attachment
1. Purpose This attachment provides operational baseline data.
The data was extracted from the operational ticketing infrastructure (Jira and Jira Service Management) supporting the ESS environment.
2. Unified and Government-Owned Enterprise Tooling
2.1 Active User Community
Approximately 1,100 unique active users contributed tickets across the SDLCNext (production) and JTE (testing) Jira instances over the trailing twelve-month measurement window. This figure validates the active-user estimate disclosed in CSA Section 4.
2.2 Categorization Completeness
Categorization field population across the two instances over the trailing twelve-month measurement window is summarized below. The Component categorization rate on the SDLCNext instance reflects uneven adoption of structured categorization in the current operational environment.
Categorization Field SDLCNext (Production) JTE (Test)
Component populated 3.4% 28.3%
Label populated 32.1% 38.8%
Priority populated 47.0% 100.0%
3. Uninterrupted Operations and Responsive User Support Service Level Agreement (SLA) attainment data is sourced from Jira Service Management SLA cycle objects attached to each ticket of in-scope service-management issuetype. SLA cycles record the contractual goal duration, elapsed time, and met-or-breached disposition. Attainment percentages below reflect completed cycles over the trailing twelve-month measurement window.
3.1 Time-to-Resolution (TTR) SLA Attainment
TTR SLA attainment indicates the percentage of completed SLA cycles in which the resolution was achieved within the contractual goal duration. Sample sizes are sufficient across all listed queue and issuetype combinations to support baseline interpretation.
Queue / Issuetype Cycle s
Met Breach ed
Attainmen t
Avg Goal Avg Elapsed
TISD / Service Request
1,270 1,26
10 99.2% 14.7h 2.2h
Queue / Issuetype Cycle s
Met Breach ed
Attainmen t
Avg Goal Avg Elapsed
DMCUS / Account Provisioning
884 751 133 85.0% 380.5h 180.6h
DMCUS / Service Request
682 525 157 77.0% 161.5h 118.6h
TISD / SR with Approvals
513 509 4 99.2% 8.8h 1.0h
MSD / Service Request
416 415 1 99.8% 8.1h 0.5h
TISD / SR Onboarding 313 312 1 99.7% 15.7h 2.0h
DMCUS / Incident 263 237 26 90.1% 161.0h 57.5h
TISD / Incident 22 21 1 95.5% 29.8h 8.2h
3.2 Time-to-First-Response (TTFR) SLA Attainment
TTFR SLA attainment indicates the percentage of completed SLA cycles in which the first response was provided within the contractual goal duration.
Queue / Issuetype Cycles Attainment Avg Goal Avg Elapsed
TISD / Service Request 1,628 99.8% 453 min 30 min
MSD / Service Request 674 99.4% 466 min 42 min
TISD / SR with Approvals 526 100.0% 460 min 36 min
TISD / SR Onboarding 327 99.7% 455 min 42 min
DMCUS / Service Request 312 94.9% 382 min 87 min
DMCUS / Incident 250 80.4% 392 min 266 min
TISD / Change Request 94 100.0% 476 min 24 min
TISD / Configuration Change 53 100.0% 414 min 64 min
DMCUS / Account Provisioning
22 100.0% 442 min 17 min
TISD / Incident 22 95.5% 480 min 122 min
3.3 Mean Time to Resolution (Contextual)
Mean Time to Resolution (MTTR) data is provided for context where ticket priority is consistently populated. Priority population is uneven across instances (100 percent on the JTE instance; 47 percent on the SDLCNext instance), which constrains priority-keyed disaggregation.
Queue / Issuetype Priority Resolved Mean
MTTR
P50 P90
TISD / Service Request Medium 1,595 8.5d 0.9d 22.8d
TISD / SDLC Service Request
Medium 636 1.7d 0.0d 2.9d
TISD / Change Request Medium 80 27.4d 16.4d 63.8d
TISD / Service Request High 24 10.0d 2.9d 28.9d
TISD / SDLC Incident Medium 17 1.9d 0.3d 3.1d
TISD / Incident Medium 14 8.0d 4.0d 10.5d
TISD / Incident High 6 19.0d 1.7d 55.2d
DMCUS / All n/a 1,829 20.2d 7.8d 51.1d
3.4 Notes on Baseline Data
a. The DMCUS Account Provisioning average goal duration of 380.5 hours (approximately 16 days) reflects the current SLA target, not the elapsed time.
b. Customer satisfaction (CSAT) data is not currently collected in a form suitable for baseline disclosure.
c. First-contact resolution rate is not currently produced as a structured metric.
d. System uptime and availability percentages are not produced from the ticketing infrastructure described in this attachment; availability metrics are sourced from operational monitoring tools that fall outside the scope of this attachment.
4. Validated Software and Capability Delivery Validated software and capability delivery baselines are disclosed in CSA Section 3.4.3 (Current Test Measurements) and the separate defect counts and prime mission vendor escape rates attachment to the solicitation. No additional disclosure is provided in this attachment.
| 1. Purpose |
| 2. Unified and Government-Owned Enterprise Tooling |
| 2.1 Active User Community |
| 2.2 Categorization Completeness |
| 3. Uninterrupted Operations and Responsive User Support |
| 3.1 Time-to-Resolution (TTR) SLA Attainment |
| 3.2 Time-to-First-Response (TTFR) SLA Attainment |
| 3.3 Mean Time to Resolution (Contextual) |
| 3.4 Notes on Baseline Data |
4. Validated Software and Capability Delivery
File details come from the government source that posted it. Updated .