BPM007070_EXHIBIT_B_-_KPIs.xlsx
XLSX spreadsheet 22 KB Posted
- Solicitation number
- BPM007070
- Issued by
- Maricopa County, Phoenix City, Arizona
About this file
This is a Key Performance Indicators (KPIs) exhibit for a training services contract with the Arizona Department of Environmental Quality (ADEQ). The document establishes evaluation criteria across multiple performance categories to assess contractor performance throughout the contract term, including project management, responsiveness and communication, service quality to customers, cost management, business relations, and training quality. Specific metrics address project commencement timelines, on-time delivery of contractual deliverables, material collaboration, supply management, cancellation and change order adherence, invoice accuracy, customer complaint response times, class completion certificate issuance, registration platform functionality, trainer knowledge and trainee satisfaction rates, and training material compliance with federal and Arizona regulations. Performance is measured on a four-tier scale ranging from Major Concern to Exceeding Expectations, with defined thresholds for each metric such as response times (same-day to 2+ days), certificate issuance timelines (same day to 5+ days), trainee satisfaction levels (90% to 100%), and pass/fail rates (95% to 100% with varying retake requirements).
The KPI framework emphasizes responsiveness with 24-hour communication standards as baseline expectations and immediate response within hours as the exceeding expectations threshold. Training quality metrics include requirements for 100% trainee satisfaction and zero retakes on assessments at the highest performance level. Pricing compliance requires stable rates throughout the contract term with any adjustments requiring reasonable justification and advance notification. The contractor is evaluated on proactive engagement with ADEQ, collaborative approach to scope of work modifications, and professional communication with both the agency and training registrants. These performance indicators serve as the contractual benchmarks for measuring contractor success and are designed to ensure high-quality underground storage tank operator training delivery.
View the file
Other files
On GovTribe
Work with this file
- Download the original file
- Contacts named in this file
- Similar government files
- Ask GovTribe AI about this file
Text version
Sheet1
| Key Performance Area | (Optional) Performance Criteria Considerations | |||||
| 1. Major Concern | 2. Minor Concern | 3. Meeting Expectations | 4. Exceeding Expectations | |||
| Service (ADEQ) | Project Management Did the contractor meet the project commencement timeline and were they adequately prepared for the job? | Did not meet the project commencement timeline and was not adequately prepared for the job 99% of the time. | Did not meet the project commencement timeline but was adequately prepared for the job in other aspects. | Met the project commencement timeline and was adequately prepared for the job 95% of the time . | Met all project commencement timelines and was adequately prepared with contingency planning. | |
| On time delivery against objectives: Did the contractor maintain comprehensive updates and reach the deliverables outlined in the contract i.e. training location, deliverable timeframes etc.? | contractor did not maintain and provide comprehensive updates and failed to provide deliverables outlined in the contract on time. | Contractor maintained comprehensive updates however planned deliverables outlined in contract were behind schedule. | Contractor maintained comprehensive updates and reached planned deliverables outlined in the contract. | Contractor maintained and communicated comprehensive updates and reached the planned deliverables outlined in the contract at all times. | ||
| Did the contractor collaborate with ADEQ on material development ? | Did not collaborate and showed resistance | collaborated but showed resistance | Collaborated and showed no resistance | Was proactive and proposed revisions, working with ADEQ | ||
| Did the contractor maintain supplies for training classes | Often ran out of material impacting the training | Ran out of material, but did not impact the training experience and followed up with trainee afterwards | Did not run out of materials and supplies | Always was prepared for walk ins with materials and supplies | ||
| Did the contractor adhere to the cancellation and changes process outlined in the contract ? | Did not adhere to the cancellation and change order process | adhered to the cancellation and changes policy | Always and worked with ADEQ well ahead of timeline on anticipated issues | No cancellations | ||
| Responsiveness /Communication | ||||||
| What was the response rate to ADEQ queries, calls and requests for information? | The supplier does not communicate effectively and issues raised by ADEQ are not responded to, or managed effectively i.e. takes 2 or more days to respond. | |||||
| Communication is generally instigated by ADEQ, and the suppliers response is slow and / or needs pursued for a response i.e. within 2 days. | Communication is generally instigated by ADEQ, however, the supplier promptly responds to issues or enquiries within 24 hours | The supplier is proactive in establishing communication as well as immediately responds to issues as and when they arise ( within a few hours). | ||||
| Did the contractor refine training material based on customer feedback and ADEQ input per the contract | Did not and showed resistance | Did and showed resistance | Did with no resistance | Proactively initiated communication on potential revisions | ||
| Accuracy Did the contractor submit complete and correct invoices, including all required backup documentation. Were invoice queries resolved within 24 hrs. | Invoices are frequently incorrect and unclear, and queries are seldom responded to within 48 hours and mostly requires the procurement officer's intervention. | |||||
| Occasional problems with the accuracy of invoices, generally invoice queries are responded to within 24 hours. | ||||||
| Invoices provide detailed, accurate cost information, queries seldom occur and are always resolved on the day they are raised. | ||||||
| The supplier is proactive in identifying opportunities to improve the invoice process to reduce error. |
| Service (ADEQ customer) | Complaints Did the Contractor respond to the customer ( registrants) in a timely professional manner and provide accurate information when needed. | The supplier does not communicate effectively and issues raised by ADEQ are not responded to, or managed effectively i.e. takes 2 or more days to respond. | |||
| Communication is generally instigated by ADEQ, and the suppliers response is slow and / or needs pursued for a response i.e. within 2 days. | Communication is generally instigated by ADEQ, however, the supplier promptly responds to issues or enquiries within 24 hours | The supplier is proactive in establishing communication as well as immediately responds to issues as and when they arise ( within a few hours). | |||
| Time taken to issue class completion certificates to registrants | 5 or more days | Within 3-5 days | Within 1-2 days of class | Same day as the training. | |
| Did the contractor respond to registrants professionally | Contractor does not communicate effectively and issues raised by the customer are not responded to, or managed effectively | ||||
| Communication is generally instigated by the customer, and the contractor response is slow and / or needs pursued for a response | |||||
| Communication is generally instigated by the customer, but the contractor promptly responds to issues or enquiries | |||||
| The contractor is proactive in establishing communication and immediately responds to issues as & when they arise |
| Were the trainees satisfied with the training provided and knowledge of the trainers | 90% of the time | 95% of the time | 98% of the time | 100% of the time |
| Did the contractor provide a radically simple class registration platform and manage trainee registration related issues in a timely and professional manner | Form is hard to fill and contractor does not readily respond to enquiries or requests. The customer is required to repeat requests. Communication between the contractor and customer is virtually non-existent |
Registration form is somewhat confusing and responses to enquiries or requests are dealt with timely, however there are occasions when these have to be repeated. Communication channels between the contractor and customer are not as effective as they could be
| Form is easy to find and fill on website and on paper. Consistently provides good response to enquiries and requests. Customer and contractor have effective communication channels |
| Multiple registration options available. Anticipates and responds to emerging requirements. Responses provide suggestions for improvement. Contractor is pro-active in ensuring effective communication channels. |
Cost Did the supplier comply with contract pricing with no loss of quality per contract terms? The supplier requested frequent changes to price with no justification, outside of contract terms. Infrequent changes with poor justification for price changes. Prices remained stable for the agreed period of time. Reasonable justification and notification was provided for any requested changes. Prices remain stable for the entire life of the contract.
Business Relations Communication Did the contractor respond to ADEQ'S requests satisfactorily, professionally and in a timely manner. The contractor does not readily respond to enquiries or requests. The customer is required to repeat requests. Communication between the contractor and customer is virtually non-existent.
Timely, however there are occasions when these have to be repeated. Communication channels between the contractor and customer are not as effective as they could be.
| Consistently good response to enquiries and requests. Customer and contractor have effective communication channels. |
| Anticipates and responds to emerging requirements. Responses provide suggestions for improvement. Contractor is pro-active in ensuring effective communication channels. |
| Was the contractor responsive to suggestions, comments or modifications regarding the Scope of Work (SOW) | The Contractor was neither collaborative nor proactive to improvements under the SOW. | |
| The Contractor collaborates with some resistance to improve services under the SOW. | ||
| The Contractor worked collaboratively to any suggesting for improvement of services under the SOW. | The contractor is proactive in making suggestions for improvement of services under the SOW. |
| Quality | Did the contractor create the training material in accordance with Federal and Arizona Rules. | No | N/A | Yes | N/A |
| Success rate/ pass –fail rate of registrations per class (How many people has to retake the test per class). | 95% and more than 10% retakes. | 98% and some second retakes. | 98%, some retakes and all passed in first retake. | 100% no retakes. |
&"-,Bold"&14RFP BPM002266 EXHIBIT B-KEY PERFORMANCE INDICATORS(KPIs)
&"-,Bold"&14RFP BPM002266 EXHIBIT B-KEY PERFORMANCE INDICATORS(KPIs)
&"-,Bold"&14RFP BPM002266 EXHIBIT B-KEY PERFORMANCE INDICATORS(KPIs)
File details come from the government source that posted it. Updated .