Key_Performance_Indicators_KPIs.pdf
PDF 92 KB Posted
- Attached to
- Pest Control Services (Rebid) State and local contract opportunity
- Solicitation number
- IFB26-19
- Issued by
- Orange County, Florida
About this file
This is a Key Performance Indicators (KPIs) register document for pest control services contracted by the City of Winter Park, Florida. The document establishes eight measurable performance standards that the service provider must meet throughout the contract term. The KPIs address service delivery, callback response times, repeat pest incidents, rodent station integrity, service report compliance, regulatory compliance, issue notification, and customer satisfaction. Service delivery requires 100% completion of scheduled monthly services on agreed dates, evaluated quarterly on a rolling three-month basis with eight scheduled services per month. Callback requests for covered pests must receive response within 48 hours, excluding City closures, with responses defined as technician dispatch or confirmed scheduling. Repeat pest incidents for the same pest type in the same area within 30 days of treatment are tracked monthly, with two consecutive months exceeding the minimum triggering root cause analysis and enhanced treatment at no cost.
Additional performance requirements include maintaining 100% integrity of existing bait stations through monthly inspections, with any missing or damaged stations corrected within one business day. Service reports must be submitted within 24 hours of visits and contain all required fields including areas treated, products, quantities, observations, and recommendations, with repeated failures triggering written notice and potential invoice withholding. The contractor must maintain zero violations of label instructions, storage and transport rules, and City safety requirements, with any violation triggering immediate corrective action and potential default. Material pest risk findings such as sanitation issues and entry points must be communicated to the City within one business day with written recommendations. Facility contacts provide quarterly satisfaction ratings on a 1-5 scale covering professionalism, disruption minimization, and issue resolution. All performance metrics are documented through service logs, work order timestamps, incident logs, inspection checklists, audit results, and email submissions, with remedies ranging from corrective action plans to service credits and contract default for serious violations.
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| File | Type | Posted |
|---|---|---|
| Pest_Control_Services_Rebid.pdf |
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Text version
Key Performance Indicators (KPIs)
KPI Register
KPI
ID
Category Definition Measurement Method Target Minimum
Acceptable Measurement
Frequency
Data Source/ Evidence
Remedy/ Escalation Notes
KPI-
Service Delivery
Percent of scheduled monthly services completed on the agreed service date/time window per facility.
Calculated monthly. Evaluate on a quarterly basis.
(Completed Pest Control Services ÷ Total Scheduled Services) × 100
100% Monthly reporting/ Quarterly evaluation
Service log + signed/emaile d report corrective action plan;
repeated failure may trigger service credit.
Reported monthly for visibility.
Evaluated on a rolling 3-month basis; excludes City-approved reschedules
KPI-
Callback Response
Percent of callback requests for covered pests responded to within 48 hours (excluding City closures).
(On-time Responses ÷ Total Valid
Requests) × 100 Monthly Work order time-stamps service credit per incident and escalation to supervisor.
Response = technician dispatched or confirmed scheduling
KPI-
Repeat Pest Incidents
Number of repeat pest incidents
(same pest type, same area) within
30 days of treatment, per facility.
(Repeat Incidents ÷ Total Incidents) ×
100 month Monthly Incident log + technician notes
Exceed minimum two consecutive months triggers root cause analysis and enhanced treatment plan at no cost.
Excludes structural/sanit ation issues reported to
City
KPI
ID
Category Definition Measurement Method Target Minimum
Acceptable Measurement
Frequency
Data Source/ Evidence
Remedy/ Escalation Notes
KPI-
Rodent Station Integrity
Percent of existing bait stations found secured, labeled, and serviceable during inspection;
missing/damaged stations must be replaced/ secured.
(Compliant Stations ÷ Required
Stations) × 100 100% Monthly
Station inspection checklist + photos (if applicable)
Any missing/unsafe station is corrected business days.
Based on approved station inventory
KPI-
Service Report Compliance
Percent of service reports submitted within 24 hours of visit and containing required fields (areas treated, products, quantities, observations, recommendations
(Compliant Reports Submitted ÷ Total
Visits) × 100 Monthly Submitted reports
Repeated failure triggers written notice and potential withholding of invoice approval.
Based on approved station inventory
KPI-
Regulatory Compliance
Zero violations of label instructions, storage/transport rules, or City safety requirements;
(Pass/Fail) 0 violations 0 violations Ongoing / Quarterly
Review Audit results;
SDS; licenses
Any violation triggers immediate corrective action and may be deemed default.
All required fields must be included
KPI
ID
Category Definition Measurement Method Target Minimum
Acceptable Measurement
Frequency
Data Source/ Evidence
Remedy/ Escalation Notes
SDS availability upon request.
KPI-
Issue Notification
Percent of material pest risk findings (e.g., sanitation/entry points) communicated to
City within 1 business day with written recommendation.
(On-time Notifications ÷
Total Findings) ×
Monthly Email/portal submissions
Below minimum triggers corrective action plan.
Material findings defined in contract
KPI-
Satisfaction Score
Average rating from designated facility contacts on a 1– covering professionalism, disruption minimization, and issue resolution.
Total Score ÷
Responses Quarterly City survey
1– minimum response count required
1– minimum response count required
[Document Continues on Next Page]
Note - Service Delivery KPI % is calculated as the number of scheduled service events completed on their due date divided by the total number of scheduled service events, multiplied by 100. Results are reported monthly and evaluated on a rolling three-month basis. Each month includes eight (8) scheduled services, for a total of twenty-four (24) services in each three-month period.
Example:
If, over a three-month period, 22 out of the 24 scheduled service events are completed on their due date, the Service Delivery KPI % would be calculated as:
Optional KPI Tracker (Enter Actuals)
KPI ID
Reporting
Period (YYYY-
MM)
Actual Result Meets Target? Notes
File details come from the government source that posted it. Updated .