Attachment 7 KPI Listing - PSO_SE.xlsx
XLSX spreadsheet 30 KB Posted
- Attached to
- RD Application Sustainment Operations & Maintenance Support Federal contract opportunity
- Solicitation number
- 12SAD125R0002
About this file
This document is an Excel spreadsheet (Attachment 7 KPI Listing) detailing Key Performance Indicators (KPIs) for Production Support Operations (PSO) and Sustainment Engineering (SE) IT service management. The KPIs cover change management, incident reporting, and operational metrics with specific tracking elements such as number of tickets opened/closed, changes by priority, resolution times, and agent workload distribution. The metrics are designed to provide visibility into IT service operations, with dashboards tracking weekly, monthly, quarterly, and annual performance across various dimensions including system applications, mission areas, and intake methods.
The KPI tracking supports the recently released RFP (Solicitation Number 12SAD125R0002) for Rural Development Application Sustainment Operations & Maintenance Support, which is a 100% 8(a) small business set-aside with a $34M size standard. The contract will be an Indefinite Delivery Indefinite Quantity (IDIQ) with a 3-year ordering period and 6-month extension option. The USDA Rural Development Technology Office seeks support across four focus areas: Production Support Operations, Salesforce Application O&M, "Legacy" Application O&M, and Development, Modernization, and Enhancements. The comprehensive KPI framework will enable detailed performance monitoring across these IT service management domains.
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PSO
| Report Category | KPI Name | Sub-Elements | Current Elements | Maturing Elements | Description | Frequency | |||
| Dashboard | Area | Notes | SLO (Threshold) | ||||||
| PSO IT Service Management | Change Management Summary | ||||||||
| # opened and closed | # opened and closed | Provide visibility to the number of open and closed changes over a period of time. Will provide IT leadership with a current view of volume of changes worked by PSO | Weekly, Monthly, Quarterly, annual, Adhoc | PSO Change/Deployments Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14812 | Two Dimensional Filter Statistics: PSO Weekly Created (Change/Deploy) grouped by resolution | ||||
| Active Changes Count | |||||||||
| total # in queue | total # in queue | Provide visibility to the total number of active changes. Used to track the total number of incidents that have been opened and not yet closed. Will provide IT leadership with a metric for tracking PSO work in progress and visibility for any changes that need to be reviewed. | Weekly, Monthly, Quarterly, annual, Adhoc | PSO Change/Deployments Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14812 | Issue Statistics: PSO Active Change/Deploy (Status) | ||||
| Change Tickets Opened | |||||||||
| # opened | # opened | Provide visibility to the number of open changes over a period of time. Will provide IT leadership with a current view of volume of changes worked by PSO | Weekly, Monthly, Quarterly, annual, Adhoc | PSO Change/Deployments Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14812 | Two Dimensional Filter Statistics: PSO Weekly Created (Change/Deploy) grouped by resolution | ||||
| Change Agent Report | |||||||||
| # by Assignee/Agent | # by Assignee/Agent | Provides visibility to assigned and open changes by PSO Agent. This is an operational metric useful to managers to identify distribution of work. | Weekly, Monthly, Quarterly, annual, Adhoc | PSO Change/Deployments Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14812 | Two Dimensional Filter Statistics: PSO Weekly Created (Change/Deploy) grouped by resolution | ||||
| Change Tickets Opened by Priority | |||||||||
| # of change tickets opened by priority | Provides visibility to opened changes by importance to business operations, captured as Priority. | Weekly, Monthly, Quarterly, annual, Adhoc | PSO Executive Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14815 | Two Dimensional Filter Statistics: PSO Weekly Created - grouped by Priority | Review, Define, and Provide explicit Priority | ||||
| Change Ticket Opened by System | |||||||||
| # opened by System and/or Configuration Item (CI) | # opened by System and/or Configuration Item (CI) | Provide visibility to the volume of opened changes reported against a system or application. This could be used to target functional migration to contemporary investments. | Weekly, Monthly, Quarterly, annual, Adhoc | PSO Executive Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14815 | Pie Chart PSO Weekly Created (Change/Deploy) | ||||
| Change Tickets Closed | |||||||||
| # Complete | # Complete | Provides visibility to closed changes over a period of time. Will show IT leadership the volume of changes performed | Weekly, Monthly, Quarterly, annual, Adhoc | PSO Change/Deployments Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14812 | Two Dimensional Filter Statistics: PSO Weekly Resolved (Change/Deploy) grouped by Resolution | ||||
| # Cancelled | # Cancelled | Provides visibility to cancelled changes over a period of time. Will show IT leadership the volume of cancellations, and potentially areas that need to be reviewed | Weekly, Monthly, Quarterly, annual, Adhoc | PSO Change/Deployments Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14812 | Two Dimensional Filter Statistics: PSO Weekly Resolved (Change/Deploy) grouped by Resolution | ||||
| # Implementor/Agent | # Implementor/Agent | Provides visibility to closed changes by PSO Agent. This is an operational metric useful to managers to identify distribution of work. | Weekly, Monthly, Quarterly, annual, Adhoc | PSO Change/Deployments Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14812 | Two Dimensional Filter Statistics: PSO Weekly Resolved (Change/Deploy) grouped by Resolution | ||||
| Change SLA Report | |||||||||
| # days change was open | Provides visibility to average time a change was open before it was resolved | Weekly, Monthly, Quarterly, annual, Adhoc | PSO Executive Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14815 | Average Age Chart: PSO Weekly Created (Change/Deploy) | |||||
| Incidents Reported - Opened | |||||||||
| total # in queue | total # in queue | Provide visibility to the total number of active incidents. Used to track the total number of incidents that have been opened and not yet closed. Will provide IT leadership with a metric for tracking PSO work in progress and visibility for any incidents that need to be reviewed. | Weekly, Monthly, Quarterly, annual, Adhoc | PSO Incident Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14809 | Issue Statistics: PSO Active Incidents (Status) | ||||
| # per Mission Area/Department | # per Mission Area/Department | Provide visibility to automation supporting a Line of Business and volume of issues reported against it. Used to engage early with business leaders to target areas for business process review and improve strategies. Also provides IT leadership visibility to LOB consumption of support resources. | Weekly, Monthly, Quarterly, annual, Adhoc | Would be added to established dashboards once provided. | Review current organization and ticket information collection |
- conduct discussion sessions regarding appropriate field values
- document decisions as definitions
- provided an implementation and communication plan for roll out
- create Dashboard reflection for executive and operational needs
| # by Type/Category | # by Type/Category | Provides visibility to resource demand created by defined types. Some possible types could be incidents by environment, or type of work requested. | Weekly, Monthly, Quarterly, annual, Adhoc | Would be added to established dashboards once provided. | Review, Define, and Provide explicit Type/Category to track | |||
| # by Priority | # by Priority | Provides visibility to opened incidents by importance to business operations, captured as Priority. | Weekly, Monthly, Quarterly, annual, Adhoc | PSO Executive Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14815 | Two Dimensional Filter Statistics: PSO Weekly Created - grouped by Priority | Review, Define, and Provide explicit Priority | ||
| # by Application | # by Application | Provide visibility to automation supporting a system or application and volume of opened issues reported against it. This could be used to target functional migration to contemporary investments. | Weekly, Monthly, Quarterly, annual, Adhoc | PSO Executive Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14815 | Pie Chart PSO Weekly Created (Incident) | |||
| # by Intake method | # by Intake method | Provides visibility to volume by reporting channel. Current channels are Email, Phone, Voice Mail, Remedy, Self-Service, and IM. This would provide support for monitoring Shift Left strategies by tracking volume increase to Self-Service. | Weekly, Monthly, Quarterly, annual, Adhoc | PSO Executive Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14815 | Two Dimensional Filter Statistics: PSO Weekly Created - grouped by Source | |||
| Incident Fix Agent Report | ||||||||
| # by Assignee/Agent | # by Assignee/Agent | Provides visibility to assigned incidents by PSO Agent. This is an operational metric useful to managers to identify distribution of work. | Weekly, Monthly, Quarterly, annual, Adhoc | PSO Incident Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14809 | Two Dimensional Filter Statistics: PSO Weekly Created (Incident) - grouped by Resolution | Two dimensional filter statistics RSD Created 7 Days | ||
| Incidents Resolved - Closed | ||||||||
| MTTR - Mean Time To Repair | #Average Request Repair Time – MTTR | Provides visibility to average repair time from incident created to incident resolved | Weekly, Monthly, Quarterly, annual, Adhoc | PSO Executive Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14815 | Average Age Chart: PSO Weekly Created (Incident) | |||
| # per resolution/fix type/code | # per resolution/fix type/code | Provides visibility to the type of resolution for closed incidents. | Weekly, Monthly, Quarterly, annual, Adhoc | PSO Incident Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14809 | Two Dimensional Filter Statistics: PSO Weekly Resolved (Incident) - grouped by Resolution | |||
| # by Type/Category | # by Type/Category | # by Type/Category | Provides visibility to resource demand created by defined types. Some possible types could be incidents by environment, or type of work requested. | Weekly, Monthly, Quarterly, annual, Adhoc | Review, Define, and Provide explicit Type/Category to track | |||
| # by Priority | # by Priority | Provides visibility to closed incidents by importance to business operations, captured as Priority. | Weekly, Monthly, Quarterly, annual, Adhoc | PSO Executive Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14815 | Two Dimensional Filter Statistics: PSO Weekly Resolved - grouped by Priority | Review, Define, and Provide explicit Priority | ||
| # by Application | # by Application | Provide visibility to automation supporting a system or application and volume of closed issues reported against it. This could be used to target functional migration to contemporary investments. | Weekly, Monthly, Quarterly, annual, Adhoc | PSO Executive Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14815 | Pie Chart PSO Weekly Resolved (Incident) | |||
| # by Fix agent (Assignee/Agent) | # by Fix agent (Assignee/Agent) | Provides visibility to closed volume by PSO Agent. This is an operational metric useful to managers to identify distribution of work. | Weekly, Monthly, Quarterly, annual, Adhoc | PSO Incident Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14809 | Two Dimensional Filter Statistics: PSO Weekly Resolved (Incident) - grouped by Resolution | |||
| # per Mission Area/Department | # per Mission Area/Department | Provide visibility to automation supporting a Line of Business and volume of issues closed against it. Used to engage early with business leaders to target areas for business process review and improve strategies. Also provides IT leadership visibility to LOB consumption of support resources. | Weekly, Monthly, Quarterly, annual, Adhoc | Review current organization and ticket information collection |
- conduct discussion sessions regarding appropriate field values
- document decisions as definitions
- provided an implementation and communication plan for roll out
- create Dashboard reflection for executive and operational needs
| # escalated outside of HelpDesk | # escalated outside of HelpDesk | Provide visibility to the number of tickets that were escalated outside of the HelpDesk | Weekly, Monthly, Quarterly, annual, Adhoc | Should this be under PSO? Should it belong to the HD? | |||
| # Closed - No Resolution | # Closed - No Resolution | Provide visibility to the volume of closed incidents that were not completed by PSO. Candidates would include duplicate tickets, resolved outside of PSO, work that was no longer needed | Weekly, Monthly, Quarterly, annual, Adhoc | PSO Incident Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14809 | Two Dimensional Filter Statistics: PSO Weekly Resolved (Incident) - grouped by Resolution | Review, Define, and Provide candidates for incidents closed but not resolved |
SET
| Report Category | KPI Name | Sub-Elements | Current Elements | Maturing Elements | Description | Frequency | |||
| Dashboard | Area | Notes | SLO (Threshold) | ||||||
| SET O&M | Change Management Summary | ||||||||
| # opened and closed | # opened and closed | For all change types/workflows. Provide visibility to the number of open and closed changes over a period of time. Will provide IT leadership with a current view of volume of changes worked by SET | Weekly, Monthly, Quarterly, annual, Adhoc | SET Change/Deployments Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14904 | Two Dimensional Filter Statistics: SET Weekly Created (Change/Deploy) grouped by resolution | ||||
| Active Changes Count | |||||||||
| total # in queue | total # in queue | For all change types/workflows. Provide visibility to the total number of active changes. Used to track the total number of incidents that have been opened and not yet closed. Will provide IT leadership with a metric for tracking SET work in progress and visibility for any changes that need to be reviewed. | Weekly, Monthly, Quarterly, annual, Adhoc | SET Change/Deployments Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14904 | Issue Statistics: SET Active Change/Deploy (Status) | ||||
| Change Tickets Opened | |||||||||
| # opened | # opened | For all change types/workflows. Provide visibility to the number of open changes over a period of time. Will provide IT leadership with a current view of volume of changes worked by SET | Weekly, Monthly, Quarterly, annual, Adhoc | SET Change/Deployments Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14904 | Two Dimensional Filter Statistics: SET Weekly Created (Change/Deploy) grouped by resolution | ||||
| Change Agent Report | |||||||||
| # by Assignee/Agent | # by Assignee/Agent | For all change types/workflows. Provides visibility to assigned and open changes by SET Agent. This is an operational metric useful to managers to identify distribution of work. | Weekly, Monthly, Quarterly, annual, Adhoc | SET Change/Deployments Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14904 | Two Dimensional Filter Statistics: SET Weekly Created (Change/Deploy) grouped by resolution | ||||
| Change Tickets Opened by Priority | |||||||||
| # of change tickets opened by priority | For all change types/workflows. Provides visibility to opened changes by importance to business operations, captured as Priority. | Weekly, Monthly, Quarterly, annual, Adhoc | SET Executive Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14904 | Two Dimensional Filter Statistics: SET Weekly Created - grouped by Priority | Review, Define, and Provide explicit Priority | ||||
| Change Ticket Opened by System | |||||||||
| # opened by System and/or Configuration Item (CI) | # opened by System and/or Configuration Item (CI) | For all change types/workflows. Provide visibility to the volume of opened changes reported against a system or application. This could be used to target functional migration to contemporary investments. | Weekly, Monthly, Quarterly, annual, Adhoc | SET Executive Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14904 | Pie Chart SET Weekly Created (Change/Deploy) | ||||
| Change Tickets Closed | |||||||||
| # Complete | # Complete | For all change types/workflows. Provides visibility to closed changes over a period of time. Will show IT leadership the volume of changes performed | Weekly, Monthly, Quarterly, annual, Adhoc | SET Change/Deployments Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14904 | Two Dimensional Filter Statistics: SET Weekly Resolved (Change/Deploy) grouped by Resolution | ||||
| # Cancelled | # Cancelled | For all change types/workflows. Provides visibility to cancelled changes over a period of time. Will show IT leadership the volume of cancellations, and potentially areas that need to be reviewed | Weekly, Monthly, Quarterly, annual, Adhoc | SET Change/Deployments Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14904 | Two Dimensional Filter Statistics: SET Weekly Resolved (Change/Deploy) grouped by Resolution | ||||
| # Implementor/Agent | # Implementor/Agent | For all change types/workflows. Provides visibility to closed changes by SET Agent. This is an operational metric useful to managers to identify distribution of work. | Weekly, Monthly, Quarterly, annual, Adhoc | SET Change/Deployments Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14904 | Two Dimensional Filter Statistics: SET Weekly Resolved (Change/Deploy) grouped by Resolution | ||||
| Change SLA Report | |||||||||
| # days change was open and time in each stage of the workflow | Y | For all change types/workflows. Provides visibility to average time a change was open before it was resolved. And average time in each stage of the change workflow | Weekly, Monthly, Quarterly, annual, Adhoc | SET Executive Dashboard https://rdjira.cert.sc.egov.usda.gov/secure/Dashboard.jspa?selectPageId=14904 | Average Age Chart: SET Weekly Created (Change/Deploy) |
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