Attachment 13-4 IDIQ Performance Matrix.pdf
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- W91RUS
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PERFORMANCE METRICS SAMPLES
Required Services
Performance
Standards Acceptable Quality Levels Surveillance Methods
Incentives/Disincentives for Meeting or Not
Meeting Performance Standards
GENERAL ADMINISTRATIVE
Phase-In/Out Plan C.1.5.
The Contractor shall provide the Government with a Phase In/Out plan that provides for receiving all open work and associated materials and assets in the possession of the Government.
This plan shall ensure transparency and continuity of services to preclude any adverse impact on the mission with 100% accuracy.
The Contractor shall execute, respond and meet phase-in /phase-out procedures and complete all outstanding requirements with 99% accuracy detailed in the transition plan.
100% inspection of all equipment, documenting discrepancies and reporting them to the COR
Positive and negative performance will be documented in monthly COR reports and past performance reports.
Government Property C.1.6.
The Contractor shall maintain, safeguard, and manage Government property with 100% accuracy.
The Contractor shall be responsible for tracking, movement, and accountability of Government property and meets 98% accuracy and 100% accuracy for sensitive and controlled items.
Periodic inspection and review of monthly and annual inventory reports by COR.
Positive and negative performance will be documented in monthly COR reports and past performance reports.
Quality Control Plan (QCP) C.2.11
The Contractor develops, implements, and maintains a Quality Control Program that monitors, assesses, evaluates, and collects data for analysis in order to recommend, anticipate, and improve future performance in all areas identified in the PWS.
The plan shall be submitted to the Government within 45 days after contract award and revisions within 15 days of receipt from the
COR.
Periodic, Annual, or upon any change or revision inspections by the COR to include sustainment of quality control plans/programs, quality assurance systems and records and files at all times.
Positive and negative performance will be documented in monthly COR reports and past performance reports.
REQUIREMENTS
Unified Capabilities and Communications
(UC), C.2.3.1
The Contractor shall ensure full operational capability and system availability at all time
The Contractor shall ensure full operational capability and system availability 99% of the time.
Customer input and feedback.
Periodic inspection of trouble tickets, service/work orders, and Contractor reports by COR.
Positive and negative performance will be documented in monthly COR reports and past performance reports.
Inside Plant, C.2.3.2 The Contractor shall ensure full operational capability and system availability at all time.
The Contractor shall ensure full operational capability and system availability 99% of the time.
Customer input and feedback.
Periodic inspection of trouble tickets, service/work orders, and Contractor reports by COR.
Positive and negative performance will be documented in monthly COR reports and past performance reports.
Customer Service, C.2.3.3
The contractor shall provide touch labor for installs, relocations, adds move and changes as identified in the
PWS.
The Contractor shall complete work orders within five business days or less.
Customer input and feedback.
Periodic inspection of trouble tickets, service/work orders, and Contractor reports by COR.
Positive and negative performance will be documented in monthly COR reports and past performance reports.
Emergency Work Requests, C.2.3.3.3
The Contractor shall perform emergency work requests associated with customer requirements as identified in the
PWS
The Contractor shall begin emergency work requests within two hours of oral or written notification from the
COR.
Customer input and feedback.
Periodic inspection of trouble tickets, service/work orders, and Contractor reports by COR.
Positive and negative performance will be documented in monthly COR reports and past performance reports.
Outside Plant (Telephone poles, pedestals, manholes) C.2.3.4 and Attachment 1 of installation Task Orders
The Contractor shall inspect 1/12 of all installation telephone poles, pedestals, and man- or hand-holes each month.
The Contractor shall inspect 98% of 1/12th of all installation telephone poles, pedestals, and man- or hand-holes each month.
COR inspection of telephone poles, pedestals, and man- or hand-holes and Contractor reports.
Positive and negative performance will be documented in monthly COR reports and past performance.
Outside Plant (cable), C.2.3.4
The Contractor shall correct or complete all customer assigned trouble tickets and service/work orders.
The Contractor shall correct or complete 98% of all assigned trouble tickets and service/work orders.
Customer input and feedback.
Periodic inspection of trouble tickets, service/work orders and Contractor reports by COR.
Positive and negative performance will be documented in monthly COR reports and past performance.
Information Technology Support
(NIPRNET/SIPRNET)
C.2.4
The Contractor shall provide support as identified in installation task orders.
The Contractor shall correct or complete 98% of technical end-user trouble tickets and service/work orders.
Customer input and feedback.
Periodic inspection of trouble tickets, service/work orders, and Contractor reports by COR.
Positive and negative performance will be documented in monthly COR reports and past performance.
Network Administration/ Maintenance, C.2.4.1
The Contractor shall provide technical and end-user support for systems and software applications and correct or complete technical end-user trouble tickets and service/work orders.
The Contractor shall correct or complete 98% of technical end-user trouble tickets and service/work orders.
Customer input and feedback.
Periodic inspection of trouble tickets, service/work orders, and Contractor reports by COR.
Positive and negative performance will be documented in monthly COR reports and past performance.
Help Desk Assistance, C.2.4.2
The Contractor shall answer incoming trouble calls from NEC customers within 20 seconds.
The Contractor shall answer incoming trouble calls from customers within 20 seconds.
Customer input and feedback.
COR makes periodic phone calls to Help Desk.
Positive and negative performance will be documented in monthly COR reports and past performance.
Help Desk Customer Service Support
(CSS), C.2.4.3
The Contractor shall provide O&M assistance to functional users and correct or complete trouble tickets
The Contractor shall provide O&M assistance to functional users and correct or complete 98% of functional user trouble tickets and service/work orders.
Customer input and feedback.
Periodic inspection of trouble tickets, service/work orders and Contractor reports by COR.
Positive and negative performance will be documented in monthly performance.
and service/work orders.
Voice of Internet Protocol (VoIP/VoSIP), C.2.4.4
The Contractor shall provide maintenance support for VoIP/VoSIP systems as identitied in installation task orders.
The Contractor shall ensure full operational capability and system availability 99% of the time.
Customer input and feedback.
Periodic inspection of trouble tickets, service/work orders, and Contractor reports by COR.
Positive and negative performance will be documented in monthly COR reports and past performance reports.
Network Engineering, C.2.4.5
The Contractor shall design, engineer, and troubleshoot WANs and LANs, Security, Network Management, Circuit, Voice, Voice Over IP, FCO, Service Desk, Transmission, AD, Exchange, and ESM with 99.99% reliability.
The Contractor shall ensure all networks are operational and meets 99.95% reliability.
Contractor shall execute best engineering practices in network builds integration, test and packaging of infrastructure and applications solutions IAW applicable directives outlined in the PWS.
Customer input and feedback. Periodic inspection of plans and reports by the COR.
Positive and negative performance will be documented in monthly COR reports and past performance reports.
Technical Control Facility, C.2.5.1
The Contractor shall perform all duties associated with control O&M and ensure full operational capability at all times.
The Contractor shall perform all duties associated with control O&M and ensure full operational capability 99% of the time.
Customer input and feedback.
Periodic inspection of trouble tickets, service/work orders, and Contractor reports by COR, Positive and negative performance will be documented in monthly COR reports and past performance.
Video Teleconferencing (VTC) Systems O&M, C.2.5.3
The Contractor shall support live video teleconferencing in association with Government missions and establish VTC schedules and establish VTC connections to support installation customers with 99.9% operational reliability.
The Contractor shall support live video teleconferencing in association with Government missions and establish VTC schedules and establish VTC connections to support installation customers with 98% operational reliability.
Customer input and feedback.
Periodic inspection of trouble tickets, service/work orders, and Contractor reports by COR.
Positive and negative performance will be documented in monthly COR reports and past performance.
Radio Systems Maintenance, C.2.6
The Contractor shall provide Radio Systems Maintenance support as identified in installation task orders with 99.9% operational reliability
The Contractor shall provide mission support with 99% operational reliability
Customer input and feedback.
Periodic inspection of trouble tickets, service/work orders, and Contractor reports by COR.
Positive and negative performance will be documented in monthly
Maintain Land Mobile Radio Network, C.2.6.2
The Contractor shall support the NEC Land Mobile Radio Network with 99.9% operational reliability
The contractor shall support the NEC Land Mobile Radio Network 99% with operational reliability.
Customer input and feedback.
Periodic inspection of trouble tickets, service/work orders and outage reports by COR.
Positive and negative performance will be documented in monthly COR reports and past performance.
Tower and Antenna Maintenance C.2.7
The Contractor shall provide tower and antenna maintenance support as identified in installation task orders.
The Contractor shall ensure fully operational capability and meets 95% reliability.
Customer input and feedback. Periodic inspection by COR to include reports.
Positive and negative performance will be documented in monthly COR reports and past performance reports.
Configuration Management, C.2.8
The Contractor shall maintain accurate site drawings in accordance with commercial practices.
The Contractor shall maintain the site drawings in accordance with commercial practices and with 99% accuracy.
100% COR inspection of all drawings.
Positive and negative performance will be documented in monthly COR reports and past performance.
Deliverables, C.2.13 and as identified in installation task orders.
All Contractor reports are provided by due dates as identified in installation task orders.
99% of Contractor reports are provided by due dates.
100% COR inspection of all Contractor reports.
Positive and negative performance will be documented in monthly
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