0702VNCCommunicationInformationServiceSummary7-2A007.doc
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- Vance AFB Aircraft Maintenance and Base Operating Support (BOS) Services Federal contract opportunity
- Solicitation number
- FA3002-06-R-0003
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PWS Appendix 7-2
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Text version
12 Jan 07
FA3002-06-R-0003
Section 7-2
7.2. Service Delivery Summary
| Performance Objective |
| PWS Reference |
| Performance Threshold |
| Evaluation Method |
| 1. Ensure high customer satisfaction for each service area. |
| All service areas |
| Maintain an average monthly rating of 4.0 or higher rating on government customer satisfaction surveys. |
| Quality assurance will continuously monitor electronic and/or paper customer feedback. |
| 2. Ensure prompt and accurate closeout of C&IT projects and transfer ownership of the end product to the using organization. |
| Para, 7.1.1.1.3 |
| 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. |
| Quality assurance will track timelines with input from 71 CS/SCX plans and programs. |
| 3. 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. |
| Para, 7.1.3. |
| Critical core services shall be available and operational at a rate of 99.6% or greater |
Quality assurance will review the monthly usage report provided by AFNOC.
| 4. Ensure all LMR/PWCS assets are tracked under TRS and accounts are decertified, inventoried, properly documented and reported. |
| Para, 7.1.2.16 |
| All assets will be entered into TRS and accounts correctly documented 100% of the time. |
| Quality assurance will continuously monitor electronic and/or paper customer feedback and verify TRS database status through random inspection of inventory records. |
| 5. Provide Base Locator Assistance for all incoming calls. |
| Para, 7.1.12. |
| 4 or less valid customer complaints per month |
| Quality assurance will continuously monitor electronic and/or paper customer feedback. |
| 6. Ensure response to and correction of all telephone switching alarms, fire alarms, base intrusion alarms, base alert sirens, system alarms within established time lines |
| Para, 7.1.2.1 |
| 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 Quality assurance will continuously monitor electronic and/or paper customer feedback.
| 7. Ensure troubleshooting and corrective action on telephone and wire troubles are accomplished within established time lines. |
| Para, 7.1.2.2. |
| Priority (P1) troubles shall have maintenance in progress within one hour |
Routines (P3) shall have maintenance in progress within two business days.
Quality assurance will continuously monitor electronic and/or paper customer feedback and verify trouble ticket status through TMS.
| 8. Customers have timely access to publications and forms. |
| Para, 7.1.13. |
| Not more than 2 valid customer complaint per month |
| Quality assurance will continuously monitor electronic and/or paper customer feedback. |
| 9. Notification of OPRs on pubs and forms annual reviews. |
| Para, 7.1.13. |
| Notification of OPR 1 month prior, 100% on time. |
| Quality assurance will monitor through monthly audits. |
| 10. Compliance with higher HQ/downward directed taskings. |
| All service areas |
| Compliance with taskings 100% of the time. |
| Quality assurance will track tasking deadlines with input from 71 CS/SCX plans and programs. |
| 11. Ensure Multimedia work orders are accomplished within established time lines. |
| Para, 7.1.18. |
| 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.
Quality assurance will review work order time lines monthly during surveillances.
| 12. Telephone switch availability. |
| Para, 7.1.2. |
| Telephone switch shall be available and operational at a rate of 99% or greater |
| Quality assurance will review switch uptime monthly. Report provided from TMS. |
| 13. Suspense tracking and completion. |
| All service areas |
| All suspenses will be met with a 98% or greater rate |
| Quality assurance will track timelines with input from 71 CS/SCX plans and programs. |
| 14. Ensure accurate mail distribution. |
| Para, 7.1.22 |
| 2 or less mispitched mail items per month |
| Quality assurance will continuously monitor electronic and/or paper customer feedback. |
| 15. Ensure SMART database availability and accuracy |
| Para, 7.1.23 |
| 2 or less outdated records and 98% availability per month |
| Quality assurance will continuously monitor electronic and/or paper customer feedback. |
| 16. Ensure timely and accurate delivery of customer work orders |
| Para, 7.1.21 |
| No more than 4 valid government customer complaints per month. |
| Quality assurance will continuously monitor electronic and/or paper customer feedback. |
| 17. Ensure accurate and timely processing of customer frequency requests and resolution of customer issues |
| Para, 7.1.2.18. |
| No more than 2 valid government customer complaints per month. |
| Quality assurance will continuously monitor electronic and/or paper customer feedback. |
| 18. Ensure timely and accurate response to NAF point of sales problems |
| Para, 7.1.3.a.4.3. |
| No more than 2 valid government customer complaints per month. |
| Quality assurance will continuously monitor electronic and/or paper customer feedback. |
| 19. Ensure uninterrupted Cisco SmartNet coverage |
| Para, 7.1.3.a.4. |
| No loss of coverage |
| Quality assurance will monitor contract coverage annually |
A0007
Vance AFB
Communications & Information 7-2-4
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