Attachment 3 Task 1 - AMK-261 Performance Measures 2-25-2026.xls

This file is a Performance Measures attachment for the Customer Service Center (CSC) support contract for the Federal Aviation Administration's Enterprise Service Center (ESC), owned by organizational unit AMK-261. The document establishes two Level 1 performance metrics for the follow-on contract: Customer Satisfaction, measured monthly through ServiceNow survey responses with a target of 92% or higher (calculated as positive responses divided by total responses across all service desks), and Abandoned Calls, measured monthly through the phone system's ACD/IVR data with a target of maintaining 5% or less (calculated as total abandoned calls exceeding 10 seconds divided by total calls offered). Both metrics are tied to the core business activity of the Customer Service Center Service Desk, with Customer Satisfaction aligned to the Customer perspective and Operational Measure linkage, while the Abandon Rate has no stated performance goal linkage.

The ESC, located at Mike Monroney Aeronautical Center in Oklahoma City, Oklahoma, operates as a Federal Financial Shared Service Provider designated by the Office of Management and Budget and currently seeks contractor support through a pre-solicitation market survey (Solicitation Number 6973GH-26-R-TBD). The CSC falls under the AMK-200 Information & Digital Services Division, which provides information technology life cycle management and technology services to support ESC's financial services mission and broader federal government customers served through shared service and GSA designations.