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Attachment 12
PERFORMANCE REQUIREMENTS SUMMARY
Contract Execution Performance Metrics. To chart the Contractor's progress toward achieving the key objectives described in the Performance Work Statement, TMA has translated its major objectives into several drivers. The resulting metrics were then developed to measure the drivers.
TMA's main objective is to ensure the health readiness of Service Members (SMs) comprising the Armed Forces.
· Quality of Service –Administer and coordinate a nationwide network of private sector health care professionals used for the provision of medical and dental services in support of Service Component readiness. Provide quality medical and dental assessment and dental treatment to eligible service forces.
· Access to Service – Provide access to contract products and services in a reasonable and timely manner, in accordance with applicable guidance.
· Cost Containment - All services provided under this contract must be provided at a reasonable cost.
The table below summarizes the relationship between each TMA Objective, its drivers and the related metrics.
| TMA OBJECTIVE |
| KEY DRIVERS |
| RELATED METRICS |
| Quality of Services |
| Unusual Incidents/Adverse Reactions/Emergent |
| • Percentage of fully completed Unusual Incident/Adverse Reaction/Emergent reports delivered to the COR that exceed one working day of any incident that may have or will result in risks to health and safety or any event which could result in a legal claim. |
| Vaccine Handling |
| • Compliance with FDA and manufacturing guidelines for the handling and administration of all vaccines. |
| Customer Satisfaction Report |
| • Percentage of SMs and Points of Contact (POC) reporting unsatisfactory and/or poor service and resolution of their complaints. . |
| Data Entry |
| Percentage of services that have not been entered into the appropriate military data system within five work days after provision of the service in group events, ten workdays after provision of the service in-clinic (15 work days for in-clinic dental, physical exam, and comprehensive audiology exam services). |
| Dental Reclassifications |
| Percentage of group event dental classifications which need to be reclassified |
| Provider Credentials |
| Percentage of provider personnel files without required certifications and training |
| Reports |
| Percentage of reports mutually agreed to by the Contractor and COR which are not completed within the agreed upon time. |
Access to Services
| Group Event Scheduling |
| • Completion of scheduling of group events, with a minimum of 2 weeks advance notice, within one working day of initial request. |
| In-Clinic Scheduling |
| • Initiation of contact with SM to schedule in-clinic appointments within one working day of initial request. |
| Call Center Access |
| Percentage of calls answered within timeframe, abandoned, blocked, and hold time. |
To ensure that the metrics perform as intended and that the process operates efficiently, the following elements are discussed for each metric identified:
· Metric - a label for the item being measured.
· Measurement - the calculation required to transform data into information.
· Baseline - the current state or level of performance.
· Target - the desired state or level of performance; or the desired change in the baseline.
· Data Source - where the data comes from or organizations that will provide the input.
· Responsible Component - organization that will measure and report the metric.
· Report Frequency - how often the metric will be published.
· Consumer - who may use the data, intended audience.
Together, these elements answer the "who", "what", "where", "when" and "how" of collecting and reporting performance metrics.
Objective #1: Quality of Service
Key Driver: Unusual Incidents/Adverse Reactions/Emergencies
UNUSUAL INCIDENTS
| Metric |
| Delivery of Unusual Incident/Adverse Reaction/Emergent Report |
| Measurement |
| Number of completed Unusual Incident/Adverse Reaction/Emergency Reports not delivered to the COR within one work day of the Incident/Reaction/Emergency. |
| Baseline |
| A Baseline will not be used. |
| Target |
| Ninety-five percent (95%) or more of the Unusual Incident/Adverse Reactions reports will be delivered to the COR within one work day of the Incident/Reaction. |
| Data Source |
| Unusual Incident/Adverse Reaction/Emergent report with noted time of Unusual Incident/Adverse Reaction/Emergent. |
| Responsible Component |
| RHRP Program Office, Contractor |
| Report Frequency |
| Whenever an Unusual Incident/Adverse Reaction occurs |
| Consumer |
| COR, Program Manager |
Key Driver: Vaccine Handling
VACCINE HANDLING
| Metric |
| Compliance with FDA and manufacturers' guidelines |
| Measurement |
| Number of items in non-compliance with FDA and manufacturers' guidelines for the handling and administration of all vaccines. |
| Baseline |
| A Baseline will not be used. |
| Target |
| Ninety-fine percent (99%) or more of items noted in non-compliance of FDA and manufacturers' guidelines for the handling and administration of all vaccines. |
| Data Source |
| Random inspection by Government of Contractor's vaccine handling to include storage. Random observation of vaccine administration at group events. |
| Responsible Component |
| RHRP Program Office |
| Report Frequency |
| Government determined |
| Consumer |
| COR, Program Manager |
Key Driver: Customer Satisfaction Reports
CUSTOMER SATISFACTION REPORTS
| Metric |
| Customer Satisfaction Surveys for Group Event, In-Clinic, and Call Center PHA, PDHRA, IMR, and Dental Services |
| Measurement |
| For both SMs and POCs, measurement of customer satisfaction will be composed of five (5) questions with each question possessing four (4) possible responses: Excellent, Good, Satisfactory, and Poor. Each question will be weighted equally, and each response will be weighted equally. |
| Baseline |
| A Baseline will not be used. |
| Target |
| Fewer than five percent (5%) of the survey results will fall into the Poor responses. |
| Data Source |
| Customer satisfaction reports provided by the Contractor |
| Responsible Component |
| Contractor |
| Consumer |
| COR, Program Manager |
Key Driver: Customer Dissatisfaction Resolution
CUSTOMER DISSATISFACTION RESOLUTION
| Metric |
| Customer dissatisfaction resolution |
| Measurement |
| Number of SMs who endorsed “poor” on their customer satisfaction forms and the reported attempt to resolve the concern. |
| Baseline |
| A Baseline will not be used. |
| Target |
| Within a month of receipt of the complaint, the contractor will have attempted resolution for ninety-five percent (95%) or more of the SMs who complained |
| Data Source |
| Customer satisfaction reports provided by the Contractor |
| Responsible Component |
| Contractor |
| Consumer |
| COR, Program Manager |
Key Driver: Data Entry
DATA ENTRY
| Metric |
| Services entered into military data system. |
| Measurement |
| Measurement of the number of services that have not been entered into the appropriate military data system within the required timeframe by the Contractor |
| Baseline |
| A Baseline will not be used. |
| Target |
| Ninety-five percent (95%) or more of all services entered into the appropriate military data system within five work days after the provision of service in group events, ten days after provision of service in-clinic except for dental, physical exam, and comprehensive audiology exam services which are to be entered within 15 work days after provision of service. |
| Data Source |
| Reports provided by the Contractor. |
| Responsible Component |
| Contractor |
| Report Frequency |
| Monthly and per RHRP Program Office |
| Consumer |
| COR, Program Manager |
Key Driver: Dental Reclassification
DENTAL RECLASSIFICATION
| Metric |
| Group Event dental reclassification |
| Measurement |
| Number of dental classifications made at group events which require reclassification upon quality assurance review and notification of the unit |
| Baseline |
| A Baseline will not be used. |
| Targets |
| Fewer than 11% percent (11%) of the dental classifications given at group events are reclassified and notification letters of the reclassification are sent within 10 work days 95% of the time or more |
| Data Source |
| Reports provided by the Contractor |
| Responsible Component |
| Contractor |
| Consumer |
| COR, Program Manager |
Key Driver: Provider Credentials
PROVIDER CREDENTIALS
| Metric |
| Provider Credential Review |
| Measurement |
| Review of provider credentials and training records in Contractor personnel files for current CPR, licensure, HIPAA and service and Service Component-specific training |
| Baseline |
| A Baseline will not be used. |
| Target |
| Ninety-five percent (95%) or more of the provider files will have all required documentation |
| Data Source |
| Personnel files provided by Contractor |
| Responsible Component |
| RHRP Program Office, Contractor |
| Report Frequency |
| Government determined |
| Consumer |
| COR, Program Manager |
Key Driver: Reports
REPORTS
| Metric |
| Number of reports due to RHRP Office by Contractor |
| Measurement |
| Measurement of the number of recurrent reports mutually agreed to by the Contractor and COR which are not delivered within the agreed upon time frame. |
| Baseline |
| A Baseline will not be used. |
| Target |
| Ninety-five percent (95%) or more of the reports will be delivered to the COR by the mutually agreed date. |
| Responsible Component |
| RHRP Program Office, Contractor |
| Report Frequency |
| Per Program Office |
| Consumer |
| COR, Program Manager |
Objective #2: Access to Services
Key Driver: Group Event Scheduling
GROUP EVENT SCHEDULING
| Metric |
| Timeframe for scheduling of group event services |
| Measurement |
| Number of group services requested, with a minimum of two (2) weeks advance notice, that are not scheduled by the Contractor within one work day of service request. |
| Baseline |
| A Baseline will not be used. |
| Target |
| Ninety-five percent (95%) or more of group events services will be scheduled within twenty-four (24) hours of service request. |
| Data Source |
| Contractor Report |
| Responsible Component |
| RHRP Program Office, Contractor |
| Consumer |
| COR, Program Manager |
Key Driver: In-clinic Scheduling
IN-CLINIC SCHEDULING
| Metric |
| Timeframe for scheduling of in-clinic services |
| Measurement |
| Number of Contractor attempts to initiate contact with the SM for requested in-clinic services within one work day of receiving service request. |
| Baseline |
| A Baseline will not be used. |
| Target |
| Initiation of contact with SMs ninety-five percent (95%) or more of time within one work day of receiving service request. |
| Data Source |
| Contractor Report |
| Responsible Component |
| RHRP Program Office, Contractor |
| Consumer |
| COR, Program Manager |
Key Driver: Call Center Access
CALL CENTER ACCESS
| Metric |
| Measurement of SMs attempting to access the Call Center. |
| Measurement |
| Call Center performance metrics of average speed to live answer, abandonment rate, call blockage rate, and hold time |
| Baseline |
| A Baseline will not be utilized. |
| Target |
| Ninety-five percent (95%) or more of Call Center services will meet with performance goals. |
| Responsible Component |
| RHRP Program Office, Contractor |
| Consumer |
| COR, Program Manager |