Section J_ATTACHMENT E - GSS Notional Metrics.doc

ATTACHMENT E - Global Support Strategy (GSS) Notional Metrics

Support Services

Service Downtime. The percentage of time, based on stated hours of operation minus scheduled downtime, for which any portion of any GSS support service remains unavailable.

Service Rework. The percentage of applicants who are required to repeat or duplicate any portion of any GSS support service because contract staff were unable to perform the service adequately the first time (e.g., information was incomplete, incorrect, lost, or simply not understood).

Service Capacity Incidents. The number of incidents for which (a) service demand exceeds a specified minimum service capacity and the contractor is unable to supply enough service capacity for the specified minimum; or (b) service demand does not exceed a specified minimum service capacity and the contractor is unable to supply enough service capacity for all of the demand.

Service Availability Incidents. The number of occurrences for which access to any GSS service or facility by someone with a physical disability is limited or prevented.

Customer Survey Response. The percentage of applicants receiving GSS services who respond to a post-service customer satisfaction survey.

Customer Survey Satisfaction. The percentage of applicants who respond to post-service customer satisfaction surveys and select one of two satisfactory rating levels for overall service satisfaction.

Mean Call Abandon Rate. The percentage of calls for which a customer hangs up or "abandons" the call. Calls are often abandoned due to long hold times when a contact center experiences a high call volume.

Agent Service Level. The percentage of calls answered within a determined time frame.

Call Duration Incident Rate. The percentage of calls whose length exceeds a determined time frame.

Lost Document Rate. The percentage of applicant documents (e.g. applicant passports) which are lost and/or misplaced while in the possession of any GSS service provider.

Document Delivery to Applicants. The percentage of documents being delivered to an applicant for which the delivery time exceeds a determined time frame.

OFC Appointment Reject Rate. The number of occurrences for which the Contractor is unable to schedule an appointment for OFC services.

OFC Biodata Collection Rate. The percentage of applicants whose biometrics are captured at an OFC.

Appointment Wait Time. The percentage of applicants requesting appointments at an OFC who are unable to obtain an appointment within a determined time frame.

Appearance Wait Time. The percentage of applicants appearing on time at an OFC for their scheduled appointment who are not served within a determined time frame.

Appearance Service Duration. The percentage of applicants receiving services at an OFC who have not received all applicable services within a determined time frame.

Appearance Throughput. The number of applicants that an OFC is expected to complete processing within a determined time frame.

Management Services

Local Compliance Incidents. The number of occurrences for which a contractor is in violation of a local law or is missing a required local permit or license. Each occurrence may be counted once per week.

Call Monitoring Incidents. The number of occurrences for which a contractor is unable to obtain the recording of a phone call and provide it to the consular section manager within 24 hours upon request.

CCTV Incidents. The number of occurrences for which a contractor is unable to obtain the recording of a video feed and provide it to the consular section manager within 24 hours upon request.

Data Delivery Incident Rate. The percentage of occurrences for which electronic data (e.g, application data, biometric data, appointment schedules, etc.) is not delivered to the USG within a specified timeframe.

Document Delivery to USG. The percentage of documents being delivered to the USG for which the delivery time exceeds a determined time frame.

Fee Deposit Incidents. The number of occurrences for which consular fees are not deposited into a USG account within a determined time frame.

Fee Mismatch Incidents. The number of occurrences for which the actual amount deposited into a USG account and the calculated amount based on application receipts do not match.

Provision of Management Data. The percentage of occurrences for which management data is not provided to the Government within a determined time frame and/or via a determined transmission method or format.

Provision of Quality Data. The percentage of occurrences for which quality control data and/or reports are not provided to the Government within a determined time frame and/or via a determined transmission method or format.

Status Reporting. The percentage of occurrences for which periodic status reports are not provided to the Government within a determined time frame and/or via a determined transmission method or format.

Embassy/Post Satisfaction. The percentage of in-country USG employees who respond to an internal contractor satisfaction survey and select one of two satisfactory ratings for overall service satisfaction.

Independent Assessments. The verification (true/false) that a GSS contractor has fully engaged an independent 3rd party to conduct customer satisfaction surveys and provide the gathered data to the USG within a determined time frame and via a determined transmission method and format.

Contractual Requirements. The number of occurrences for which any contractual requirement is not met within a determined time period.

Quality Services

Mismatched Biometrics. The percentage of applicants whose biometrics, as taken by OFC staff, are incorrectly associated with a different applicant’s electronic data.

Biodata Reject Rate. The percentage of applicants whose biometrics are initially captured at an OFC, but must be recaptured by post because the quality of the biometric is sub-standard.

Data Resend Incident Rate. The percentage of occurrences for which any electronic delivery of information to the USG must be repeated, duplicated, or amended because of inaccurate or incomplete information in the original transmission.

Document Resend Incident Rate. The percentage of occurrences for which any delivery of physical documentation must be repeated, duplicated, or amended because of inaccurate or incomplete contents in the original delivery.

Fee Collection Error Rate. The percentage of applicants who are found to have paid an incorrect fee amount.

Data Quality Incident Rate. The percentage of applications handled by an OFC for which electronic application data must be corrected by consular section personnel.

Provision of Public Information. The number of occurrences for which information provided to the public via any medium (e.g., verbal, electronic, hard copy, etc.) is determined to be misleading, inaccurate, or unauthorized.

Security Services

Cleared Personnel. The combined percentage of OFC management employees that possess either the requisite security clearance or current Moderate Risk Public Trust (MRPT) determinations and all other employees that have been vetted as required (where enforceable by foreign law).

Audit Compliance. The verification (true/false) that the GSS contractor and all subcontractors are within determined tolerances for compliance with all Government conducted security audits (e.g., facility, IT, etc.).

Fraud Prevention Program. The percentage of occurrences for which confirmed or suspected cases of employee fraud or malfeasance are reported to the USG and investigated within a determined timeframe.

Physical Security Incidents. The percentage of physical security incidents (with a brief description of each) occurring at any GSS facility that are reported to the USG and investigated within a determined timeframe.

Data Security Incidents. The percentage of data security incidents related to compromised or misused applicant data (with a brief description of each) that are reported to the USG and investigated within a determined timeframe.

Courier Security Incidents. The percentage of deliveries of physical documentation, which do not meet all pre-determined security requirements for the specific document delivery type, that are reported to the USG and investigated within a determined timeframe.