0702VNCCommunicationInformationServiceSummary7-2.doc
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- Attached to
- Vance AFB Aircraft Maintenance and Base Operating Support (BOS) Services Federal contract opportunity
- Solicitation number
- FA3002-06-R-0003
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VNC Comm Info Service Summary
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Final Draft 6 March 2006
FA3002-06-R-0003
SECTION 7-2
7.2. SERVICE DELIVERY SUMMARY
| Performance Objective |
| Performance Threshold |
| 1. Ensure high customer satisfaction for each service area. |
| Maintain a rating of 4.0 or higher rating on customer satisfaction survey. |
| 2. Ensure prompt and accurate closeout of C&IT projects and transfer ownership of the end product to the using organization. |
| C&IT projects will be transferred no later than 14 calendar days after completion of the last implementation action associated with that project 95% of the time. |
3. Ensure prompt notification and delivery to recipients of DMS messages, from the base distribution point (BDP) account, based on their precedence levels, within the time limits shown: Flash: As fast as humanly possible; objective: within 10 minutes
Immediate: within 30 minutes
Priority: within 6 hrs
Routine: within prior to start of next business day Delivery and notification shall be accomplished within listed priority times 100% of the time.
| 4. Ensure prompt resolution of problems received by the Help Desk. |
| 95% of all trouble calls shall be resolved within 72 hours of notification unless other wise specified. |
| 5. Ensure core services critical to mission accomplishment are operational. Core services under control of the service provider: network infrastructure equipment from the Information Transfer Nodes to the end user. |
| Critical core services shall be available and operational at a rate of 99.6% or greater |
| 6. Ensure all LMR assets are tracked under TRS and accounts are decertified, inventoried, properly documented and reported. |
| All assets will be entered into TRS and accounts correctly documented 100% of the time. |
| 7. Provide Base Locator Assistance for all incoming calls. |
| 4 or less valid customer complaints per month |
| 8. Ensure response to and correction of all telephone switching alarms, fire alarms, base intrusion alarms, base alert sirens, system alarms within established time lines |
| Critical problems (15% of trunks down, total loss of base telecom, loss of one T-1 line) will be corrected within 2 hours. |
Major problems (10% of trunks down) will be corrected within 8 hours Minor problems (5% of trunks down) will be corrected within 2 business days
9. Ensure troubleshooting and corrective action on telephone and wire troubles are accomplished within established time lines.
Priority (P1) troubles shall have maintenance in progress within one hour
Routines (P3) shall have maintenance in progress within two business days.
| 10. Customers have timely access to publications and forms. |
| Not more than 2 valid customer complaint per month |
| 11. Notification of OPRs on pubs and forms annual reviews. |
| Notification of OPR 1 month prior, 100% on time. |
| 12. Compliance with higher HQ/downward directed taskings. |
| Compliance with taskings 100% of the time. |
| 13. Ensure Multimedia work orders are accomplished within established time lines. |
| Priority 1 (24 hours or less) Examples are: Aircraft mishaps, law enforcement incidents, maintenance unsatisfactory reports, ground accidents, etc. |
Priority 2 (2-3 workdays) This priority covers mission essential projects that have a short suspense and cannot be categorized as a priority three or four.
Priority 3 (4-5 workdays) This priority consists of routine over the counter requests.
Priority 4 (5-10 workdays) This priority consists of large routine or updated training material and over the counter requests.
| 14. Telephone switch availability. |
| Telephone switch shall be available and operational at a rate of 99% or greater |
| 15. Suspense tracking and completion. |
| All suspenses will be met with a 98% or greater rate |
| 16. Ensure accurate mail distribution. |
| 2 or less mispitched mail items per month |
| 17. Respond to 4 individual workstation/laptop troubles at once. |
| No more than 3 customer complaints per month |
VANCE AFB
COMMUNICATIONS & INFORMATION
7-2-1
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