Performance Plan Whiteman - for FBO Post - 28 Sep 10.pdf

PERFORMANCE PLAN

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PERFORMANCE PLAN

OPERATIONS AND MAINTENANCE (O&M) SERVICES OF

THE BASE TELECOMMUNICATIONS SYSTEM (BTS)

**This document will be used by the Government

Quality Assurance Personnel (QAP) as a tool to assess contract/contractor compliance.

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TABLE OF CONTENTS

DESCRIPTION PAGE NUMBER

1.0 PURPOSE

2.0 MANAGEMENT

2.1 OBJECTIVE

2.2 RESULTS (GOALS) THE MULTI-FUNCTIONAL TEAM IS TRYING TO ACHIEVE

2.3 ROLES AND RESPONSIBILITIES OF THE MFT

2.3.1Functional Commander (FC)

2.3.2 Contracting Officer (CO)

2.3.3 Quality Assurance Personnel (QAP)

2.3.4 Quality Assurance Program Coordinator (QAPC)

2.3.5 Contractor

2.4 APPROACHES, METHODS, AND TOOLS TO VALIDATE OBJECTIVES AND GOALS

2.4.1 Market Research

2.4.2 QAP Management Role

2.4.3 QAP Files

2.4.4 Contractor Management Role

2.4.5 Contractor Records

2.4.6 CO/Contract Administrator Management Role

2.4.7 Performance Feedback

2.5 CONTRACT PERFORMANCE REVIEWS

2.5.1 Pre-Award Management Controls

2.5.2 Post-Award Management Controls

3.0 ASSESSMENT

3.1 METHODS USED TO ASSESS CONTRACTOR’S PERFORMANCE

3.1.1 Periodic Surveillance

3.1.2 100% Inspection

3.1.3 Random Sampling

3.1.4 Customer Complaints

3.2. ASSESSMENT SCHEDULE

3.2.1 Schedule Development. ...................................................................................... Error! Bookmark not defined.

3.2.2 Schedule Changes. ............................................................................................. Error! Bookmark not defined.

3.2.3 QAP End of Quarter REPORT…………………………………………………………………………………...………11

3.3 ASSESSMENT OF SDS ITEMS

3.4 ASSESSMENT OF NON-SDS ITEMS

3.5 METHOD OF ACCEPTANCE OF SERVICES

3.6 PROCESS FOR UNACCEPTABLE PERFORMANCE

3.6.1 Government-Caused

3.6.2 Not Government-Caused

3.6.3 CO Notification

3.6.4 Remedies for Unacceptable Performance

3.7 SERVICE DELIVERY SUMMARY (SDS)

1.0 Purpose.

The Government developed this performance plan to provide an effective and systematic method to evaluate Contractor provided services as required by the terms and conditions of the contract. This performance plan implements the requirements of Air Force Instruction (AFI)

63-124 (Performance Based Service Acquisitions (PBSA)) and AFI 63-101 (Acquisition and

Sustainment Life Cycle Management), with respect to the Government’s quality assurance requirements. This performance plan is a living document and the Multi-Functional Team

(MFT) will revise or modify the plan as circumstances warrant, throughout the life of the contract, to ensure adequate oversight of Contractor performance is maintained.

2.0 Management.

2.1 Objective.

The Air Force’s objective is to manage the acquisition by ensuring that the Contractor provides highly reliable telecommunications and networked voice, video and data services; that these services meet the stated qualifications; and that the Contractor provides the O&M services according to the contract. The O&M contract’s objective is for the Contractor to be available

24 hours per day, 7 days per week and properly perform O&M services of the BTS at

Whiteman AFB. The Contractor shall perform the required O&M services in accordance with

(IAW) the original equipment manufacturer’s recommended schedule and established commercial grade specifications, standards, and best practices as set forth in the Performance

Work Statement (PWS).

2.2 Results (Goals) the MFT Is Trying to Achieve.

The goal of our assessment approach is to gain confidence in the Contractor’s way of doing business and rely on the Contractor’s internal quality control processes. Then, we adjust the level of oversight to a point that maintains that confidence. The MFT’s original assessment approach may not stay the same throughout the duration of the contract; therefore, all government evaluators should periodically update the assessment approach when necessary.

By virtue of this performance plan, the MFT will manage the O&M contract and strive to achieve efficiencies, improved customer service and Contractor performance, and cost savings.

Additional goals include maximizing performance; encouraging innovation; promoting performance-based services; and increasing awareness that performance-based services require participation from all team members.

2.3 Roles and Responsibilities of the MFT.

2.3.1 Functional Commander (FC). This is the Communications Squadron Commander

(CSO), also known as the Communications Systems Officer unless the CSO formally delegates this function to another individual in writing.

2.3.1.1 Ensures requirements documents developed by the MFT satisfy mission requirements, are performance-based, foster innovation, and define metrics.

2.3.1.2 Nominates qualified individuals as Quality Assurance Personnel (QAP). Ensures all personnel within the functional area who may have contact with Contractor employees are aware of the contractual working relationship and the necessity to avoid any conduct that may constitute a real or perceived conflict of interest.

2.3.1.3 Reviews Contractor performance documentation, prepared by the QAP, on a regular basis to ensure performance is compatible with the contract and mission objectives.

2.3.1.4 Accomplishes FC training upon assumption of duties as required in Air Force Federal

Acquisition Regulations (AFFARS) Mandatory Procedures (MP) 5346.103.

2.3.2 Contracting Officer (CO).

2.3.2.1 Key member of the MFT and advisor on performance plan development. Maintains open communication amongst all parties throughout the life of the acquisition.

2.3.2.2 Delegates authority for inspection and/or acceptance to QAP IAW the terms and conditions of the contract by letter.

2.3.2.3 Manages the listing of QAP assigned to the contract. Informs the Contractor of the names, duties, and limitations of authority for all QAP assigned to the contract.

2.3.2.4 Provides Phase II to QAP assigned to the contract.

2.3.2.5 Periodically assesses the QAP’s performance, not less than annually, based upon availability of funds for travel. Prepares trip reports to document site inspection visits of which are sent to the FC and QAP.

2.3.2.6 Reviews QAP input of Contractor performance assessment data, including review and approval of the Contractor Performance Assessment Reporting System (CPARS) reports prepared by the QAP.

2.3.2.7 Issues contract modifications as necessary.

2.3.2.8 Takes appropriate action should unacceptable contract performance occur.

2.3.3 Quality Assurance Personnel (QAP).

2.3.3.1 Assists with the development of technical requirements and independent Government estimates for contract services.

2.3.3.2 Reviews Contractor’s Quality Control Plan (QCP) and program. Evaluates and documents the Contractor’s performance IAW the procedures set forth in this performance plan and the contract terms.

2.3.3.3 Immediately notifies the CO of any significant performance deficiencies.

2.3.3.4 Maintains assessment documentation throughout the life of the contract and forwards to the Contracting Office at the end of the contract. Annually documents performance in CPARS.

2.3.3.5 Recommends any changes necessary to the contract, PWS, performance plan, or other requirements that promote efficiency or eliminate unnecessary costs.

2.3.3.6 Receives Phase I upon QAP appointment and prior to contract award and Phase II training at the contract start. If nominated to replace an existing QAP after contract award, training will be provided prior to performing QAP duties. See MP 5346.103. Annually accomplishes "refresher training" to remain current with PBA processes.

2.3.3.7 Maintains technical proficiency to ensure the Contractor is properly assessed and ensure the Government receives the services IAW the contract.

2.3.4 Quality Assurance Program Coordinator (QAPC).

2.3.4.1 Supports the MFT in the development of contract requirements specifically ensuring that requirements are clearly stated and enforceable.

2.3.4.2 Trains FC/FD

2.3.4.3 Provides Phase I training and as part of Phase I training, documents QAP’s acknowledgement of their requirements.

2.3.4.4 Maintains/updates quality assurance appointments; delegations memos; and documentation of Phase I/II training provided by contracting personnel.

2.3.4.5 Assists the market research efforts of the multi-functional team in determining commercial quality assurance practices.

2.3.4.6 Provides refresher training annually if necessary to ensure the QAP are up to date with all required changes.

2.3.5 Contractor.

2.3.5.1 Complies with the terms and conditions of the contract.

2.3.5.2 Participates as a member of the MFT in the post-award management phase.

2.3.5.3 Maintains and implements a QCP that compliments the performance plan IAW the

PWS.

2.3.5.4 Tenders to the Government for acceptance only those supplies or services that conform to contract requirements. See also FAR clauses 52.246-4 and 52.246-6 of the contract.

2.3.5.5 Recommends any changes to the contract that will promote efficiency or eliminate unnecessary costs.

2.4 Approaches, Methods, and Tools to Validate Objectives and Goals.

The MFT will utilize the following approaches, methods, and tools to validate our objectives and goals and manage the contract upon award:

2.4.1 Market Research.

MFT will conduct market research to ensure the contract requirements remain current with commercial standards, practices, and industry performance evaluation methods.

2.4.2 QAP Management Role.

The QAP will conduct, document, track, and analyze Contractor’s performance via regularly scheduled assessments. The QAP will maintain assessment results as Past Performance

Information and utilize it to prepare and support an annual CPARS reporting. The Government will use assessment results, along with the Contractor’s submittals, to develop metrics to track

Contractor’s overall compliance with contract terms and conditions.

2.4.3 QAP Files.

The primary QAP will develop and maintain a QAP file. The QAP will apprise the CO of how the Government views the Contractor’s performance. The QAP will maintain a hard and/or electronic copy QAP file. The file must contain, at a minimum, the following documentation:

a. Appointment Letters; Evidence of Phase I and II Training; QAP Duties and

Responsibilities Letter

b. Performance Plan

c. Contractor’s QCP

d. Assessment Documents (QAP Site Inspection List; QAP Monthly & Quarterly

Reports; QAP Assessment Schedules; QAP & Contractor Site Inspection

Checklist)

e. Records: CDRs; Time & Material (T&M) Work Orders and Documentation

f. Monthly Invoices and Fund Logs

g. Site Inspection Trip Reports)

h. Contract including all attachments (Pricing Table, PWS, EIPS, Wage

Determinations, etc.) as well as contract modifications, task orders, and task order modifications

2.4.4 Contractor Management Role.

The Contractor shall provide and maintain a QCP to ensure the contract services conform to the requirements of the PWS. Contractor shall ensure that non-conforming contract services are identified, and corrected, and QCP is revised to prevent recurrence (See FAR 46.105, “Contractor Responsibilities”). The Contractor shall update the plan as changes occur and submit the changes for review and acceptance to the Contract Administrator (CA) IAW the

PWS.

2.4.5 Contractor Records.

2.4.5.1 Work Center Records.

Contractor shall develop, update and/or maintain accurate, complete, and readable work center records. The Contractor shall update work center records within the timeframe specified in the

PWS. All BTS records and documents established and maintained by the Contractor are

Government property and shall remain at the site and turned over to the QAP for disposition upon contract completion. The Government requires electronic storage of records. Contractor shall make provisions for Government access to databases, servers, media or other documentation.

2.4.5.2 Contractor Inspection Records.

The Contractor shall keep records of inspections and make records available to the Government until contract completion and final settlement of any claims under this contract.

2.4.6 CO/Contract Administrator Management Role.

The CA and/or CO will annually review the QAP’s files and Contractor’s records to ensure assessment is properly conducted and documented, and Contractor performance is within acceptable levels. The CO will document the review and provide feedback to the FC. The CO will apprise the Contractor of how the Government views the Contractor’s performance, and the Contractor will apprise the Government of problems, if any, being experienced. The

Contractor will also notify the CO, in writing, of any work being performed, that they consider over and above the requirements of the contract. The CO will take appropriate action to resolve any outstanding issues.

2.4.7 Performance Feedback.

The QAP is required to document, evaluate, and report Contractor’s performance. On an annual basis, the QAP will complete a narrative summary of Contractor’s performance in

CPARS and notify the CO. The CPARS website is: https://cpars.navy.mil/cparsmain.htm.

The QAP will accomplish Out-of-Cycle CPARS for any significant change in performance.

The QAP will also keep the FC or designee informed of all performance assessments.

2.4.7.1 Performance Elements.

Performance

Element Description

Quality of

Service Assess the Contractor’s conformance to contract requirements, specifications, and standards of good workmanship (e.g., commonly accepted technical, professional, environmental, or safety health standards).

Schedule Assess the timeliness of the Contractor against the completion of the contract, task https://cpars.navy.mil/cparsmain.htm orders, milestones, delivery schedule, administrative requirements (e.g., efforts that contribute to or effect the schedule variance).

Business

Relations

Assess the integration and coordination of all activities needed to execute the contract, specifically the timeliness, completeness and quality of problem identification, corrective action plans, proposal submittals, the Contractor’s history or reasonable and cooperative behavior, customer satisfaction, timely award and management of subcontracts, and whether the Contractor met small/small disadvantaged and woman owned business participation goals.

Management of

Key Personnel

Assess the Contractor’s performance in selecting, retaining, supporting, and replacing when necessary, key personnel

2.4.7.2 Performance Confidence Ratings. Contractor ratings and criteria are described below. NOTE: The QAP should basically start at the “Satisfactory” level and then revise their rating upward or downward based upon specific performance that either exceeded or failed to meet the contractual requirements. Just “meeting” the requirement is Satisfactory. To rate higher or lower, SPECIFICS are required, such as: “Contractor exceeded the time for accomplishing work order by completing routine work orders 85% of the time in four days or less – contract requires 10 days.” In addition, the Government must receive some associated benefit.

Performance Confidence Criteria

SUBSTANTIAL

Based on the Offeror’s performance record, the Government has a high expectation that the offeror will successfully perform the required effort.

SATISFACTORY

Based on the Offeror’s performance record, the Government has an expectation that the offeror will successfully perform the required effort.

LIMITED

Based on the Offeror’s performance record, the Government has a low expectation that the offeror will successfully perform the required effort.

NO CONFIDENCE

Based on the Offeror’s performance record, the Government has no expectation that the Offeror will be able to successfully perform the required effort.

UNKNOWN

No performance record is identifiable or the Offeror’s performance record is so limited that no confidence assessment rating can be reasonably assigned.

2.5 Contract Performance Reviews.

2.5.1 Pre-Award Management Controls.

Services acquisitions over $5M require review by SDO prior to release of the solicitation and contract to ensure service acquisitions are at least 50% or more performance-based (measured in dollars) and that finalized metrics and performance based requirements are included.

2.5.2 Post-Award Management Controls.

2.5.2.1 Initial Contract Performance Review. The MFT will conduct a post award review no later than 30 days after the Contractor’s full assumption of contract workload. The purpose of the review is to determine if the Contractor successfully completed transition (if applicable), is fully operational, and is satisfactorily performing within the cost, schedule and performance parameters required by the contract. The MFT will conduct and document any information concerning contract execution and report to the SDO. If the MFT finds negative variations in cost, schedule, staffing and/or performance, they must include an assessment of the root causes and a corrective action plan. The review is to be documented in the contract file. The SDO will waive the Initial Contract Performance Review if the Contractor is the prior incumbent.

2.5.2.2 Annual Execution Reviews. The MFT will conduct annual reviews of all service acquisitions. The report is submitted no later than the last working day of December for the prior year’s period of performance. The MFT will conduct and document the annual performance review in the contract file and report to the SDO any negative variations in cost, schedule and/or other significant performance measures required by the contract. If significant variations exist, include an explanation of the causes for the variance and an assessment of the

Contractor’s corrective action plan.

3.0 Assessment.

In conducting assessment, QAP are to be objective, fair, and consistent in evaluating

Contractor performance against the performance thresholds. QAP shall base their evaluation on the end result, not the frequency or method of performance. The Contractor must perform all services IAW the prescribed performance objectives stated in the Service Delivery

Summary (SDS). This performance plan identifies assessment procedures in concert with active application of the Contractor’s quality control procedures, to ensure acceptable

Contractor performance.

3.1 Methods Used to Assess Contractor’s Performance.

The QAP will use the following methods to evaluate Contractor-provided services.

3.1.1 Periodic Surveillance.

The QAP will use this type of assessment by selecting samples (tasks) for evaluation on other than 100% inspections or on a statistically random basis. An example of periodic surveillance is weekly inspections when QAP chooses the location and time in other than a random basis

(i.e., reviewing PMIs performed).

3.1.2 100% Inspection.

The QAP will use this method of inspecting a requirement every time it occurs. Use of this technique is appropriate when contract requirements have critical impact on mission of safety, occur infrequently or have stringent requirements (i.e., outside plant installations or manhole installations, or anything affecting flight or personnel safety).

3.1.3 Random Sampling.

The QAP will use this method to ensure the Government receives acceptable performance by the Contractor if a given percentage or number of scheduled inspections is found to be acceptable. The QAP will evaluate randomly selected samples of activity to determine the acceptability of the entire requirement (i.e., a random review of service work orders completed).

3.1.4 Customer Complaints.

The QAP will use this method to fully validate information obtained through other sources, as well as performance in any area. Any personnel that observe questionable services, incomplete, not performed, or performed improperly, should immediately contact the QAP.

QAP will receive, document, and validate or invalidate all complaints. If the complaint is invalid, the QAP will contact the complainant and explain why the complaint was invalid.

QAP will fully document the resolution for each complaint. QAP will notify the Contractor of all valid complaints. If the Contractor challenges the validity of any complaint, and the QAP and Contractor cannot come to agreement, the complaint in question shall be forwarded to the

CO for resolution. Complaints will be tracked and if the performance threshold is exceeded, the

QAP will notify the CO in writing. In turn, the CO will notify the Contractor and take appropriate action. The process shall accommodate and document positive feedback as well.

3.2 Assessment of SDS Items.

The QAP will conduct assessments IAW with projected assessment schedule outlined in paragraph 3.2 above for an effective quality assurance program. Mission requirements may require deviations from the assessment schedule. The QAP shall perform assessment as close to the schedule as possible and document assessment as it is conducted. The QAP will conduct assessment of the Contractor’s performance by determining whether or not the performance meets the thresholds contained in the contract. When QAP determine that Contractor performance is unacceptable, they will record the specific reason for the unacceptable performance. If the discrepancy has been resolved locally, the QAP will be annotate and file a

Memo for Record. Assessment documentation will include as a minimum, the date and location the assessment was conducted, results of the assessment (acceptable or unacceptable), PWS paragraph number referencing the requirement, a short description of the requirement being surveyed, applicable remarks, and signature of QAP conducting the assessment. These assessments will serve as the official record of the inspection for auditing purposes and will be retained until the end of the contract period. If a discrepancy is recurring or cannot be resolved locally, the QAP will refer it to the CO for action using the Contract Deficiency Report (CDR) process (See 3.6.2 below). The QAP will identify all actions taken on the discrepancy and a recommendation for resolution. The CO will provide disposition instructions.

3.3 Assessment of Non-SDS Items.

The Government has the right to inspect all services called for by the contract, to the extent practicable at all times and places during the term of the contract. Therefore, QAP have the right to conduct assessment for SDS items and non-SDS items as well. When the QAP identifies unacceptable performance on non-SDS items, the QAP will follow the procedures in section 3.6 of this performance plan, entitled Process for Unacceptable Performance.

3.4 Method of Acceptance of Services. The Contractor will submit invoices via the Wide

Area Work Flow (WAWF) system for acceptable services tendered IAW the contract. The

QAP will act as the “inspector” of services and ensure that all backup documentation is attached. Backup documentation includes invoices for material; work orders and time sheets for time and materials; and certified payroll to support Davis Bacon Work. After the QAP inspects, the Resource Advisor “accepts,” and DFAS will process the invoice.

3.5 Process for Unacceptable Performance. When the Contractor’s performance is deemed unacceptable, QAP will determine the cause of the unacceptable performance and forward his/her findings to the CO.

3.5.1 Government-Caused.

If any Government action, or lack of action, caused or contributed to the unacceptable performance, the Contractor will not be held responsible for the unacceptable performance.

The QAP will take action to ensure Government action, or lack of action, does not interfere with the Contractor’s performance in the future. The QAP will completely document the circumstance.

3.5.2 Not Government-Caused.

When the unacceptable performance is not the result of Government action, or lack of action, QAP will promptly notify the Contractor and direct the Contractor to re-perform the service, if possible, without additional cost to the Government. If the Contractor challenges the validity of the QAP’s unacceptable assessment finding, and the QAP and Contractor cannot come to an agreement, the matter shall be referred to the CO for resolution. The QAP may issue a CDR

(via the CO) to the Contractor to assure corrective action is taken. The Contractor shall be required to return all completed CDRs to the CO no later than the suspense date indicated on the CDR. Unacceptable performance re-performed by the Contractor shall still count as unacceptable performance.

3.5.3 CO Notification.

3.5.3.1 Major Finding.

If at any time QAP identifies a condition as having a significant adverse effect on the quality of the activity, such as those stated below, QAP will document their findings and notify the CO immediately in writing (Email is acceptable). Any of the following could result in the issuance of a CDR by the QAP:

a. Contractor failure to meet a Performance Threshold.

b. Failure to provide adequate corrective action to preclude reoccurrence of

Government identified findings.

c. Failure to provide corrective action to deficiencies identified by the QAP within a prescribed suspense period.

d. Any failure to comply with to security regulations.

e. Any failure to comply with safety regulations.

3.5.3.2 Minor Finding.

If the QAP finds that the Contractor has deviated from established standards, but the deviation has little bearing on the service provided, the QAP will document the finding in a memorandum for record (MFR). The QAP is not required to immediately notify the CO, but will forward the

MFR as an attachment to the monthly report. However, if the QAP repeatedly identifies the same minor finding, it may be an indication that a major finding is occurring because the

Contractor has not taken proper steps to prevent recurrence. In this case, the QAP will notify the CO in writing.

3.5.4 Remedies for Unacceptable Performance.

3.5.4.1 If Services Do Not Conform.

In accordance with the contract’s Inspection of Services Clause(s), if any of the services do not conform to the contract requirements, the Government may require the Contractor to perform the services again in conformity with contract requirements, at no increase in contract amount.

3.5.4.2 If Services Cannot Be Corrected by Re-Performance.

When the defects in services cannot be corrected by re-performance, the Government may require the Contractor to take necessary action to ensure that future performance conforms to contract requirements and reduce the contract price to reflect the reduced value of the services performed. This may include a reduction in payment to reflect the total non-performance period.

3.5.4.3 If Contractor Fails to Promptly Perform Services Again.

If the Contractor fails to promptly perform services again or to take the necessary action to ensure future performance in conformity with contract requirements, the Government may by contract or otherwise, perform the services and charge to the Contractor any cost incurred by the Government that is directly related to the performance of such service; decrement invoice as stated in the PWS related to performance; or terminate the contract.

3.6 Service Delivery Summary (SDS).

Performance

Objective

PWS

Reference

Performance Threshold

(Monthly unless otherwise specified)

Method of Assessment

Provide sufficient and qualified personnel to perform the requirements

1.2.5 No more than one instance of insufficient or

unqualified personnel.

Random Sampling

Operate and maintain minimum switching system(s)

1.3.1 A period of 5 minutes downtime shall not be

exceeded .

Periodic Surveillance

Perform PMI Switch Power Tests 1.3.2.1 No more than one instance of failure to test IAW

OEM specifications or document results.

Periodic Surveillance

Perform PMI tests of spare conductors

1.3.2.2

No more than one instance of failure to test & document IAW PWS each quarter.

Periodic Surveillance

Perform PMI of Manholes and

Handholes

1.3.2.3 No more than one instance of failure to perform

PMIs IAW PWS.

Periodic Surveillance

Perform PMI of Terminals 1.3.2.4 No more than one instance of failure to perform

PMIs IAW PWS.

Periodic Surveillance

Perform PMI of Distribution

Pedestal Terminals

1.3.2.5 No more than one instance of failure to perform

PMIs IAW PWS.

Periodic Surveillance

Perform PMI Cable Analysis 1.3.2.6 No more than one instance of failure to perform

PMIs IAW PWS.

Periodic Surveillance

Respond to and restore all system and service outages within the required time constraints specified in the PWS

1.3.3

Emergency – Zero instances exceeding response/restoration times.

Priority – One instance exceeding

Routine – One instance exceeding

100% Inspection

Periodic Surveillance

Customer Complaint

Provide location, staking, and marking services

1.3.5

Emergency – Zero instances exceeding completion time.

Routine – One instance exceeding completion time.

Customer Complaint

Provide contractor support services

IAW the PWS

1.3.12

No more than one instance of failure to provide support/interface.

No more than one unexcused meeting absence

Technical Solutions IAW PWS

1.3.13

No more than one instance of failure to provide an implementable technical solution within specified time frame.

Update work center records 1.3.14

No more than two instances exceeding timeframe specified within PWS.

No more than one work-center records update error.

Random Sampling

Comply with established procedures for completion of work orders

1.4

Emergency – Zero instances exceeding PWS timeframes.

Priority – Zero instances exceeding PWS timeframes.

Routine – No more than two instances exceeding

PWS time frame.

Comply with established procedures for completion of

Special Projects

1.5 No instance of exceeding negotiated timeframes. 100% Compliance

Switchboard operator properly identified, calls answered expeditiously.

5.9.3.2.1.1 No more than one instance of failure to provide

proper identification, or to answer calls within 30 seconds.

Periodic Surveillance

Expeditious directory and information assistance.

5.9.3.2.1.6.2 No more than one instance of failure to extend

calls within 1 minute.

Expeditious emergency assistance

5.9.3.2.1.6.3 No more than one instance of failure to extend

calls within 30 seconds.

Periodic Surveillance

Provide number of switchboard operators required for workload surges when demand load exceeds the capacity of switchboard operators to answer calls

5.9.3.1.1 No more than one instance of calls exceeding

four rings during any surge

Periodic Surveillance

Answer tactical drops and provide expeditious call handling.

5.9.3.2.1.6.4 No more than one instance of failure to answer

calls within 10 seconds.