Attch_7 _MSP_SLA.pdf

Transportation Security Administration

Integrated Logistics Support (ILS)

Service Level Agreement

Performance Metrics

March 8, 2013

Table of Contents

1. PURPOSE

2. SCOPE

3. DATA COLLECTION AND REPORTING PROCESS

4. OPERATIONAL AVAILABILITY (AO)

5. AVERAGE PARTS AVAILABILITY TIME

6. AVERAGE FIELD SERVICE TECHNICIAN SITE RESPONSE TIME

7. AVERAGE DEPOT TURN AROUND TIME (DTAT)

1. Purpose

The purpose of this document is to define the process for developing the Contractor performance metrics specified in C.8.9, CLS Service Level Agreement (SLA) Performance Requirements, of Part C, to evaluate compliance with the SLA performance requirements; and the process for developing the metrics required to determine disincentives or incentives specified in A.2.1.1, Disincentives and Incentives, of Part A, that support Contractor development of invoices in accordance with B.3.4.6, Development of Invoices, of Part B. Attachment 3, Transportation Security Equipment (TSE) Terms and Definitions & Reliability, Maintainability & Availability (RMA) Metrics, of Part D, provides the maintenance elements used in the development of these metrics.

2. Scope

This document identifies the process the Contractor should use to develop the metrics to demonstrate compliance with the SLA performance requirements, and to develop the metrics to substantiate the determinations made for invoice development. It provides the calculation instructions for each metric.

3. Data Collection and Reporting Process

The process identified in this document relies on the maintenance elements collected from the corrective maintenance actions conducted to return TSE to full operational capability. These maintenance elements will be collected in accordance with the process identified in Attachment 3, of Part D, and will be documented in the TSE Database in accordance with the Contract Data Requirements List (CDRL) A004, TSE Database. This includes the time points (T-Values) and low-level metrics (M-Values) measured for each corrective maintenance activity. Low-level metrics as defined by the time points must account for the time elapsed between the start and end time of a corrective maintenance activity, and must clearly identify the T-Values used to start and end each low level metric.

Paragraphs 4 through 7 below identify the process for calculating the SLA performance metrics defined in C.8.9, of Part C; and for calculating metrics to support disincentive/incentive that may be applied to invoices as defined in A.2.1.1, of Part A. These metrics will be calculated as specified in each paragraph below and will be reported to TSA as part of the TSE RMA Metrics report in accordance with Contract Data Items List (CDRL) A018, TSE RMA Metrics report, as required. The TSE Metric Report must clearly identify the low level metrics and times for each used in the calculation of a metric.

4. Operational Availability (Ao)

The Government will measure overall Contractor performance using Operational Availability (Ao) as defined in Attachment 3, of Part D. In accordance with Attachment 3, Ao will evaluate the operational availability of TSE in relation to all critical relevant and non-critical relevant failures. It is the percentage of time during an airport’s operational hours that TSE is available to perform its required mission during a specified reporting period. For Ao, TSA only considers a

TSE’s downtime when it is not in a condition to perform its required mission during an airport’s operational hours. The counting of low-level metrics times for Ao will be based on the TSE operating time and TSE operational downtime as defined below.

• TSE Operating Time – The period of time TSE is available to perform its required mission during the operational hours of a facility as specified in Attachment 2, Airport and Inventory Data, of Part D. During the Operations & Maintenance (O&M) life cycle phase, TSE operating time will be equal to the airport’s operational hours (period of time within 24-hour day that an airport is operational) unless the TSE experiences any operational downtime.

• TSE Operational Downtime – The period of time during an airport’s operational hours that TSE is not in a condition to perform its required mission. This includes all times that a system is not available due to on-site corrective maintenance during an airport’s operational hours. The determination of the operational downtime is made after all the low-level metrics are recorded against the 24-hour day and measured against the airport’s operational hours.

C.8.9.1, Operational Availability, of Part C, establishes the Ao performance level the Contractor must meet to satisfy the overall SLA performance requirement; and A.2.1.1(b), Operational Availability (Ao), of Part A, identifies the performance level that can generate disincentives for non-compliance with the overall SLA performance requirement. Below is the process for developing the Ao metrics for these two requirements:

SLA Performance Requirement:

For determining compliance with the Ao SLA performance requirement established in C.8.9.1, of Part C, the Contractor shall calculate Ao monthly for each technology (e.g., all AT models, all ETD models, etc.) at each airport using the airport’s operational hours as the required system operating time, and should only include installed operational units in the calculations. The operational downtime will be calculated by summing the individual low-level metric times of each applicable failure that incur operational downtime > 0. No averaging will be used over a reporting period.

To evaluate SLA compliance, Ao will be calculated monthly at each airport for each technology as follows:

1. Multiply daily airport operational hours as defined in Attachment 2, Airport and Inventory Data, of Part D, by the number of TSE units in a technology at an airport and the number of days in the month’s reporting period. The reporting period starts the first day (at 12:00 AM) of the month and ends on the last day (at 11:59 PM) of the month based on local time.

2. Subtract the sum of the operational downtime for relevant critical and non-critical failures for the same TSE units used in Step 1 for a technology at an airport during the reporting period.

3. Divide the difference by the daily airport operational hours multiplied by the same number of TSE units at an airport in a technology and the number of days in the reporting period (should be equal to Step 1).

Invoice Development

For determining if Contractor performance meets the threshold for applying a performance disincentive to an invoice in accordance with A.2.1.1(b), Operational Availability (Ao), of Part A, the Contractor shall apply the same Ao calculations developed for the monthly Ao SLA performance requirement. For disincentive determination, Ao will be calculated monthly for each technology (e.g., all AT models, all ETD models, etc.) at each airport using the airport’s operational hours as the required system operating time, and should only include installed operational units in the calculations.

To determine if disincentives should be applied to an invoice, Ao will be calculated monthly at each airport for each technology as follows:

1. Multiply daily airport operational hours as defined in Attachment 2, of Part D, by the number of TSE units in a technology at an airport and the number of days in the monthly reporting period. The reporting period starts the first day (at 12:00 AM) of the month and ends on the last day (at 11:59 PM) of the month based on local time.

2. Subtract the sum of the operational downtime for relevant critical and non-critical failures for the same TSE units used in Step 1 for a technology at an airport during the reporting period. The reporting period starts the first day (at 12:00 AM) of the month and ends on the last day (at 11:59 PM) of the month based on local time.

3. Divide the difference by the daily airport operational hours multiplied by the same number of TSE units at an airport in a technology and the number of days in the reporting period (should be equal to Step 1).

Below is a graphical display of the Ao formula that will be used to develop the SLA performance metric and the disincentive threshold metric:

Ao = (Airport Operational Hours x TSE Units x Number of Days) – (Sum of TSE

Relevant Operational Downtime) (Airport Operational Hours x TSE Units x Number of Days)

Where:

• Airport Operational Hours = Period of time within a 24-hour day that an airport is operational (airport operational hours). A TSE is required to be available to perform its required mission during an airport’s operational hours.

• TSE Relevant Operational Downtime = The time a TSE is down for repair due to any relevant failure during an airport’s operational hours

For the type failures listed below, the low-level metrics (M-Values) identified in lightly shaded blocks with diagonal lines are counted toward the TSE operational downtime for Ao when the low-level metric times, or portion thereof, occur during the airport’s operational hours. The low-level metric times conducted during the airport’s non-operational hours are not counted in the Ao operational downtime calculations. The operational downtime should be based on low-level metrics that are corrected for airport operational hours. If a maintenance repair cycle continues into two or more airport operational hours within the same reporting period, the operational downtimes within each airport operational hours will be summed together if operational downtime > 0. When a maintenance repair cycle continues into a new reporting period, the operational downtimes in the second reporting period will be calculated in the new reporting period as defined in Attachment 3, of Part D, Section 4.7. The dark shaded blocks with no M- Values on the Table indicate that the associated low-level metric should not be applicable to that type failure in its repair cycle as defined in Attachment 3, of Part D.

Type Failure Low-Level Metrics

Level Criticality Relevancy CM Critical Relevant M1 M2 M3 M4 M5 M6 M7 M8

CM Non- Critical Relevant M1 M2 M3 M4 M5 M6 M7

M8

DM Critical Relevant M1 M2 M3 M11 M12 M8

DM Non- Critical Relevant M1 M2 M3

M11 M12 M8

5. Average Parts Availability Time

The Government seeks to minimize system operational downtime associated with parts availability for all critical failures (relevant and non-relevant). As defined and measured in accordance with Attachment 3, of Part D, this includes low level metrics M4 and M5.. TSA has developed an Average Parts Availability Time metric to evaluate compliance. This metric calculates the average low-level metrics (M4 + M5 > 0) operational downtimes for all CM critical failures. The counting of low-level metrics M4 and M5 times for the Average Parts Availability Time metric will be based on the TSE operating time and TSE operational downtime as defined in paragraph 4 above.

C.8.9.2, Average Parts Availability Time, of Part C, establishes the Contractor SLA performance requirements for average parts availability, and A.2.1.1(d), Average Parts Availability Time, of Part A, identifies the performance level that can generate incentives for improvements in the Contractor performance. Below is the process for developing the Average Parts Availability Time metrics for these two requirements:

SLA Performance Requirement:

For determining compliance with the Average Parts Availability Time SLA performance requirement established in C.8.9.2, of Part C, the Contractor shall calculate monthly the average operational downtimes associated with all parts availability (M4 + M5 > 0) relating to CM critical failures(relevant and non-relevant) for the reporting month. The operational downtime for the month will be calculated by summing the individual low-level metric times of each applicable M4 and M5 that incurs operational downtime > 0. No averaging will be used over a reporting period.

To evaluate SLA compliance, the Average Parts Availability Time metric will be calculated monthly for all parts availability activities (M4 + M5 > 0) as follows:

1. Sum the individual operational downtimes of each low-level metric (M4 + M5 > 0) from all applicable critical failures (relevant and non-relevant) completed during the past month. Only (M4 + M5 > 0) activities completed in the month will be included, and no averaging will be used over the reporting period. The reporting period starts the first day (at 12:00 AM) of the month and ends on the last day (at 11:59 PM) of the month based on local time.

2. Divide the sum by the total number of occurrences during the past month that have an (M4 + M5 > 0) and accrue positive operational downtime during the month.

incentive to an invoice in accordance with A.2.1.1(d), Average Part Availability Time, of Part A, the Contractor shall calculate once over each quarter, starting in option period 1, the average operational downtimes associated with all parts availability (M4 + M5 > 0) relating to CM critical failures(relevant and non-relevant) for the past quarter. The operational downtime for the quarter will be calculated by summing the individual low-level metric times of each applicable failure that incur operational downtime> 0. No averaging will be used over a reporting period.

To determine if an incentive should be added to the invoice, the Average Parts Availability Parts Time metric will be calculated quarterly for all parts availability activities (M4 + M5 > 0) as follows

1. Sum the individual operational downtimes of each low-level metric (M4 + M5 > 0) from all applicable critical failures (relevant and non-relevant) completed during the past quarter. Only (M4 + M5 > 0) activities completed in the quarter will be included, and no averaging will be used over the reporting period. The reporting period starts the first day (at 12:00 AM) of the quarter and ends on the last day (at 11:59 PM) of the quarter based on local time.

2. Divide the sum by the total number of occurrences during the past quarter that have an (M4 + M5 > 0) and accrue positive operational downtime during the quarter.

The Average Parts Availability Time metric will be calculated as explained above based on the following graphical display of the formula:

Average Parts Availability Time =

Sum of Critical Failure Parts Availability Times (M4 + M5) During Operational Hours

Number of Critical Failures with Parts Availability Times (where M4+M5 > 0)

Where

• Critical Failure = Failures where a TSE is unable to perform its required mission and requires immediate corrective maintenance to restore the TSE to full operational condition.

• Parts Availability Time = Sum of Parts Request Time (M4) and Parts Fulfillment Time (M5) during operational hours.

• (M4+M5 > 0) = Occurrence where M4+M5 is greater than zero operational downtime hours

• Operational Hours = Period of time within 24-hour day that an airport is operational (airport operational hours).

For the type failures listed below, the low-level metrics (M-Values) identified in lightly shaded blocks with diagonal lines are counted toward the operational downtime associated with parts availability time when the low-level metric times, or portion thereof, occur during the airport’s operational hours. The low-level metric times that occur during the airport’s non-operational hours are not counted in the Average Parts Availability Time metric operational downtime calculations. The operational downtime should be based on low-level metrics that are corrected for airport operational hours. For the Average Parts Availability Time metric calculations, a (M4

+ M5 > 0) time will be included in the reporting period when completed; the times in an (M4 + M5 > 0) occurrence will not be split between reporting periods. The dark shaded blocks with no M- Values on the Table indicate that the associated low-level metric should not be applicable to that type failure in its repair cycle as defined in Attachment 3 of Part D.

Level Criticality Relevancy CM Critical Relevant M1 M2 M3 M4 M5 M6 M7 M8

CM Critical Non- Relevant M1 M2 M3 M4 M5 M6 M7

M8

6. Average Field Service Technician Site Response Time

The Government seeks to minimize system operational downtime associated with Field Service Technician (FST) response time to critical failures (relevant and non-relevant). As defined and measured in accordance with Attachment 3, of Part D, this includes low level metrics M2. TSA has developed an Average FST Site Response Time metric to evaluate compliance. This metric calculates the average low-level metrics (M2 > 0) operational downtimes for all CM critical failures (relevant and non-relevant). The counting of low-level metrics M2 times for the Average FST Response Time metric will be based on the TSE operating time and TSE operational downtime as defined in paragraph 4 above.

C.8.9.3, Average Field Service Technician Site Response Time, of Part C, establishes the Contractor SLA performance requirements for average FST response time. Below is the process for developing the Average FST Response metric for this requirement

SLA Performance Requirement:

For determining compliance with the Average FST Site Response Time SLA performance requirement established in C.8.9.3, of Part C, the Contractor shall calculate monthly the average operational downtimes associated with all FST response times (M2 > 0) relating to CM critical failures(relevant and non-relevant) for the reporting month. The operational downtime for the month will be calculated by summing the individual low-level metric times of each applicable M2 that incurs operational downtime > 0. No averaging will be used over a reporting period.

To evaluate SLA compliance, the Average FST Site Response Time metric will be calculated monthly for all FST response activities (M2 > 0) as follows:

1. Sum the individual operational downtimes of each low-level metric (M2 > 0) from all applicable critical failures (relevant and non-relevant) completed during the past month.

Only (M2 > 0) activities completed in the month will be included, and no averaging will be used over the reporting period. The reporting period starts the first day (at 12:00 AM) of the month and ends on the last day (at 11:59 PM) of the month based on local time.

2. Divide the sum by the total number of occurrences during the past month that have an (M2 > 0) and accrue positive operational downtime during the month.

The Average FST Site Response Time metric will be calculated as explained above based on the following graphical display of the formula:

Average FST Site Response Time = Sum of Critical Failure M2 During Operational

Hours Number of Critical Failures (where M2 >0)

Where

• Critical Failure = Failures where a TSE is unable to perform its required mission and requires immediate corrective maintenance to restore the TSE to full operational condition.

• M2 > 0 = Occurrence where Technician Dispatch Time is greater than zero operational downtime hours

• Operational Hours = Period of time within 24-hour day that an airport is operational (airport operational hours).

For the type failures listed below, the low-level metrics M2 times identified in lightly shaded blocks with diagonal lines are counted toward the operational downtime associated with FST response time when the low-level metric time , or portion thereof, occur during the airport’s operational hours. The low-level metric times that occur during the airport’s non-operational hours are not counted in the FST Site Response Time metric operational downtime calculations.

The operational downtime should be based on low-level metrics that are corrected for airport operational hours. For the Average FST Response Time metric calculations, a (M2 > 0) time will be included in the reporting period when completed; the times in a (M2 > 0) occurrence will not be split between reporting periods. The dark shaded blocks with no M-Values on the table indicate that the associated low-level metric should not be applicable to that type failure in its repair cycle as defined in Attachment 3 of Part D.

Level Criticality Relevancy CM Critical Relevant M1 M2 M3 M4 M5 M6 M7 M8

CM Critical Non- Relevant M1 M2 M3 M4 M5 M6 M7

M8

DM Critical Relevant M1 M2 M3 M11 M12 M8

DM Critical Non- Relevant M1 M2 M3

M11 M12 M8

7. Average Depot Turn Around Time (DTAT)

The Government seeks to minimize system operational downtime associated with Depot Turn Around Time (DTAT) for all depot maintenance actions. As defined and measured in accordance with Attachment 3, of Part D, this includes low level metrics M11. TSA has developed an Average DTAT metric to evaluate compliance. This metric will evaluate the average time TSE remain away from their designated location for repair at the depot or in depot status for a reporting period. It will include all critical relevant, non-critical relevant failures, critical non-relevant, and non-critical non-relevant failures that have an (M11 >0) in their repair cycle. Each M11 is measured as the number of hours between the time when the diagnosis has been completed and the DM decision is made (T4) and the time when the TSE is ready for setup at its designated location after the completion of depot repair (T11). M11 will be measured in 24 clock hours, or portions thereof, rather than an airport’s operational hours. For the Average DTAT metric calculations, a M11 time will be included in the reporting period when completed;

the times will not be split between reporting periods.

C.8.9.4, Average Deport Turn Around Time (DTAT), of Part C, establishes the Contractor SLA performance requirements for DTAT; and A.2.1.1(e), Average DTAT, of Part A, identifies the performance level that can generate incentives for improvements in the Contractor performance.

Below is the process for developing the Average DTAT metrics for these two requirements:

SLA Performance Requirement:

For determining compliance with the Average DTAT SLA performance requirement established in C.8.9.4, of Part C, the Contractor shall calculate monthly the average clock times associated with all DTAT (M11 > 0) completed during the reporting month. The Average DTAT for the month will be calculated by summing the individual low-level metric times of each applicable M11 > 0. No averaging will be used over a reporting period.

To evaluate SLA compliance, the Average DTAT metric will be calculated monthly for all (M11 > 0) activities completed as follows:

1. Sum the individual times of each low-level metric (M11 > 0) from all depot maintenance occurrences completed during the past month. Only (M11 > 0) activities completed in the month will be included, and no averaging will be used over the reporting period. The reporting period starts the first day (at 12:00 AM) of the month and ends on the last day (at 11:59 PM) of the month based on local time.

2. Divide the sum by the total number of (M11) occurrences completed during the past month that have an (M11 > 0).

incentive to an invoice in accordance with A.2.1.1(e), Average DTAT, of Part A, the Contractor shall calculate once over each quarter, starting in option period 1, the average time TSE remain away from their designated location for repair at the depot or in depot status for the past quarter.

The operational downtime for the quarter will be calculated by summing the individual low-level metric times of each applicable failure that incur operational downtime > 0. No averaging will be used over a reporting period.

To determine if an incentive should be added to the invoice, the Average DTAT metric will be calculated quarterly for all (M11 > 0) activities as follows

1. Sum the individual times of each low-level metric (M11 > 0) from all depot maintenance occurrences completed during the past quarter. Only (M11 > 0) activities completed in the quarter will be included, and no averaging will be used over the reporting period. The reporting period starts the first day (at 12:00 AM) of the quarter and ends on the last day (at 11:59 PM) of the quarter based on local time.

2. Divide the sum by the total number of (M11) failures completed during the past quarter that have an (M11 > 0).

The Average DTAT metric will be calculated as explained above based on the following graphical display of the formula:

Average DTAT = Sum of Depot Turn Around Times (M11) Number of DM occurrences(where M11 > 0)

Where:

• Depot Turn Around Time = Number of clock hours that TSE are away from their operational location for repair at a depot or are put in depot repair status at the site.

• M11 > 0 = Occurrence where M11 is greater than zero clock hours.

• Number of DM Failures = Number of DM failures counted in the determination of the

DTAT metric.

For the type failures listed below the low-level metrics M11 times identified in lightly shaded blocks with diagonal lines are counted toward the average DTAT using a 24-hour day, seven-day week. The dark shaded blocks with no M-Values on the table indicate that the associated low-level metric should not be applicable to normal DM repair cycle as defined in Attachment 3 of Part D.

Level Criticality Relevancy

DM Critical Relevant M1 M2 M3 M11 M12 M8 M9

DM Non- Critical Relevant M1 M2 M3

M11 M12 M8 M9

DM Critical Non- Relevant M1 M2 M3

M11 M12 M8 M9

DM Non- Critical

Non- Relevant M1 M2 M3

M11 M12 M8 M9