DD1423-2__CDRL_A005 Appendix Metrics.docx
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- Attached to
- Information Technology Capabilities Contract (ITCC) II Federal contract opportunity
- Solicitation number
- FA4600-14-R-0017
About this file
This document provides metrics for a CDRL deliverable under an Information Technology Capabilities Contract II awarded by the Department of the Air Force Air Combat Command. The metrics include a list of patches deployed during the reporting cycle categorized by status, a list of change requests received by the IT support organization showing time intervals from request to completion of engineering, implementation, authorization and production acceptance, and a monthly customer satisfaction survey of users and stakeholders to gather feedback on service levels. The purpose of the metrics is to measure the work of keeping systems updated, track requests for IT support services and their completion times, and assess customer satisfaction with the services provided.
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Metrics The below table is a set of metrics that shall be delivered as part of the CDRL A005. Where historical data exists or as history is established, data from the prior 365 days should also be reported to aid in the identification of trends. Archive of the metrics and reports should be maintained for the life of the contract and be available upon request for analysis of longer term trends. Suggested report formats are identified, but this is flexible and can/should be adapted to be consistent with existing tools and processes
| Metric |
| Report Format |
| Description |
| Calculation |
| Purpose |
Implementation & Change Management
| Summary patch report |
| List |
| List of patches (security or normal) (new, open, or applied) during the reporting cycle. |
| Categorized list of each new patch, open patch, or patch closed during the reporting cycle to include category and time duration from patch release, to notification through implementation |
| How much work is my IT support organization doing to keep systems that support my capability up to date? |
| Remedy change requests summary |
| List |
| List of requests during reporting cycle (new, currently open, closed). |
| For each request (application release, software purchase, hardware purchase, other) report time intervals from receipt to engineering solution, implementation, ATO/IATO, and production acceptance |
| What have I asked my IT support organization to do and how fast are they doing it? |
Customer Satisfaction
| Customer Survey |
| Survey Report |
| Montly survey of users/program managers/ functional managers/data managers or other stakeholders to garner perception of satisfaction with the above categories and anecdotal feedback to address customer service issue repair. |
| Recommend survey design effort be conducted with stakeholder (users, PM, FM) involvement |
| Are stakeholders satisfied with the service they’re getting from the IT support organization? |
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