Operational Baseline.pdf

PDF 151 KB Posted Jul 6, 2026

Attached to: Program Executive Office Defense Healthcare Management Systems’ (PEO DHMS) Enterprise Software Services (ESS) Next
Solicitation number: ESSNEXT0001
Issued by: Defense Health Agency

About this file

Written by GovTribe AI · Jul 6, 2026

This is an operational baseline attachment documenting performance metrics for the ESS (Enterprise Support Services) environment based on data extracted from Jira and Jira Service Management ticketing infrastructure over a trailing twelve-month measurement window.

The document establishes baseline performance across three primary areas. For unified and government-owned enterprise tooling, approximately 1,100 unique active users contributed tickets across SDLCNext (production) and JTE (testing) Jira instances. Categorization field population varies significantly, with Component population at only 3.4% on production but 28.3% on testing; Priority fields are populated at 47% on production and 100% on testing. For uninterrupted operations and responsive user support, Service Level Agreement attainment data shows strong performance on Time-to-Resolution (TTR), ranging from 77.0% to 99.8% across different queue and issuetype combinations, with average goals between 8.1 and 380.5 hours and actual elapsed times significantly lower. Time-to-First-Response (TTFR) attainment ranges from 80.4% to 100.0%, with average goals between 382 and 476 minutes and actual elapsed times between 17 and 266 minutes. Mean Time to Resolution (MTTR) contextual data indicates resolution times ranging from 1.7 days for SDLC Service Requests to 27.4 days for Change Requests. The attachment notes that customer satisfaction data, first-contact resolution rates, and system uptime percentages are not currently collected in suitable baseline form and fall outside the scope of this ticketing infrastructure analysis.

View the file

Other files

File	Type	Posted
ESS Hardware Inventory (METIC and DDC 2025).xlsx	XLSX spreadsheet	Jul 6, 2026
Current State Analysis.pdf	PDF	Jul 6, 2026
ESS Software Inventory (February 2026).xlsx	XLSX spreadsheet	Jul 6, 2026
Bug Counts and Defect Rates.pdf	PDF	Jul 6, 2026
HT003826SC00X ESSNext CSO DRAFT.pdf	PDF	Jul 6, 2026

On GovTribe

Work with this file

Download the original file
Contacts named in this file
Similar government files
Ask GovTribe AI about this file

Try for free Login

Text version

The file's text, extracted by GovTribe without its formatting.

ESS Next Operational Baseline Attachment

1. Purpose This attachment provides operational baseline data.

The data was extracted from the operational ticketing infrastructure (Jira and Jira Service Management) supporting the ESS environment.

2. Unified and Government-Owned Enterprise Tooling

2.1 Active User Community

Approximately 1,100 unique active users contributed tickets across the SDLCNext (production) and JTE (testing) Jira instances over the trailing twelve-month measurement window. This figure validates the active-user estimate disclosed in CSA Section 4.

2.2 Categorization Completeness

Categorization field population across the two instances over the trailing twelve-month measurement window is summarized below. The Component categorization rate on the SDLCNext instance reflects uneven adoption of structured categorization in the current operational environment.

Categorization Field SDLCNext (Production) JTE (Test)

Component populated 3.4% 28.3%

Label populated 32.1% 38.8%

Priority populated 47.0% 100.0%

3. Uninterrupted Operations and Responsive User Support Service Level Agreement (SLA) attainment data is sourced from Jira Service Management SLA cycle objects attached to each ticket of in-scope service-management issuetype. SLA cycles record the contractual goal duration, elapsed time, and met-or-breached disposition. Attainment percentages below reflect completed cycles over the trailing twelve-month measurement window.

3.1 Time-to-Resolution (TTR) SLA Attainment

TTR SLA attainment indicates the percentage of completed SLA cycles in which the resolution was achieved within the contractual goal duration. Sample sizes are sufficient across all listed queue and issuetype combinations to support baseline interpretation.

Queue / Issuetype Cycle s

Met Breach ed

Attainmen t

Avg Goal Avg Elapsed

TISD / Service Request

1,270 1,26

10 99.2% 14.7h 2.2h

Queue / Issuetype Cycle s

Met Breach ed

Attainmen t

Avg Goal Avg Elapsed

DMCUS / Account Provisioning

884 751 133 85.0% 380.5h 180.6h

DMCUS / Service Request

682 525 157 77.0% 161.5h 118.6h

TISD / SR with Approvals

513 509 4 99.2% 8.8h 1.0h

MSD / Service Request

416 415 1 99.8% 8.1h 0.5h

TISD / SR Onboarding 313 312 1 99.7% 15.7h 2.0h

DMCUS / Incident 263 237 26 90.1% 161.0h 57.5h

TISD / Incident 22 21 1 95.5% 29.8h 8.2h

3.2 Time-to-First-Response (TTFR) SLA Attainment

TTFR SLA attainment indicates the percentage of completed SLA cycles in which the first response was provided within the contractual goal duration.

Queue / Issuetype Cycles Attainment Avg Goal Avg Elapsed

TISD / Service Request 1,628 99.8% 453 min 30 min

MSD / Service Request 674 99.4% 466 min 42 min

TISD / SR with Approvals 526 100.0% 460 min 36 min

TISD / SR Onboarding 327 99.7% 455 min 42 min

DMCUS / Service Request 312 94.9% 382 min 87 min

DMCUS / Incident 250 80.4% 392 min 266 min

TISD / Change Request 94 100.0% 476 min 24 min

TISD / Configuration Change 53 100.0% 414 min 64 min

DMCUS / Account Provisioning

22 100.0% 442 min 17 min

TISD / Incident 22 95.5% 480 min 122 min

3.3 Mean Time to Resolution (Contextual)

Mean Time to Resolution (MTTR) data is provided for context where ticket priority is consistently populated. Priority population is uneven across instances (100 percent on the JTE instance; 47 percent on the SDLCNext instance), which constrains priority-keyed disaggregation.

Queue / Issuetype Priority Resolved Mean

MTTR

P50 P90

TISD / Service Request Medium 1,595 8.5d 0.9d 22.8d

TISD / SDLC Service Request

Medium 636 1.7d 0.0d 2.9d

TISD / Change Request Medium 80 27.4d 16.4d 63.8d

TISD / Service Request High 24 10.0d 2.9d 28.9d

TISD / SDLC Incident Medium 17 1.9d 0.3d 3.1d

TISD / Incident Medium 14 8.0d 4.0d 10.5d

TISD / Incident High 6 19.0d 1.7d 55.2d

DMCUS / All n/a 1,829 20.2d 7.8d 51.1d

3.4 Notes on Baseline Data

a. The DMCUS Account Provisioning average goal duration of 380.5 hours (approximately 16 days) reflects the current SLA target, not the elapsed time.

b. Customer satisfaction (CSAT) data is not currently collected in a form suitable for baseline disclosure.

c. First-contact resolution rate is not currently produced as a structured metric.

d. System uptime and availability percentages are not produced from the ticketing infrastructure described in this attachment; availability metrics are sourced from operational monitoring tools that fall outside the scope of this attachment.

4. Validated Software and Capability Delivery Validated software and capability delivery baselines are disclosed in CSA Section 3.4.3 (Current Test Measurements) and the separate defect counts and prime mission vendor escape rates attachment to the solicitation. No additional disclosure is provided in this attachment.

1. Purpose