SFMTA-2026-47-LOC_-_Appendix_E_-_Performance_Reqs__KPIs.docx

Appendix E

Performance Requirements, Key Performance Indicators, Performance Incentives, and Liquidated Damages

Instructions to Proposers: Appendix E will be incorporated into the Agreement and will provide a framework for monitoring and supporting performance management. In the table below, the SFMTA has completed the Performance Requirement and Performance Metric columns and, for some metrics, has proposed Liquidated Damages. Proposers shall identify the data sources required to measure the Performance Metrics and may propose Credits or Incentives, Liquidated Damages, or changes to SFMTA-proposed Liquidated Damages. Any proposed Credits, Incentives, or Liquidated Damages must be clear, measurable, administrable, and proportionate. Final Performance Metrics, data sources, incentives, and Liquidated Damages, will be addressed during contract negotiations.

Proposers shall complete or respond to the three right-hand columns:

(1) Measurement Tools and Data Sources: Identify the software, hardware, system, platform, device, report, export, or data sources needed to measure the applicable Performance Metric. State whether each tool or system is SFMTA-owned/operated or Contractor-provided. Required Contractor-provided tools must be included in the Baseline Proposal. The SFMTA prefers passive data collection tools that reduce manual reporting. To the greatest extent financially feasible, the SFMTA seeks real time access to data supporting metrics as well as the ability to aggregate and analyze incident and administrative data on a site, assignment, function, and measurement period basis.

(2) High Performance Threshold & Credit/Incentive: Enter “None Proposed” or propose a performance threshold, measurement time period, calculation method, and proposed credit or incentive. Do not propose a credit or incentive in a row marked, “N/A – This is a critical performance requirement,” or similar language.

(3) Liquidated Damages: Enter “Accepted” if the SFMTA-proposed Liquidated Damages are accepted, or propose any clarification, modification, exception, or alternative, including any proposed measurement thresholds, cure periods, or calculation methods. If the SFMTA has not proposed Liquidated Damages, enter “None Proposed” or propose a Liquidated Damages provision.

The SFMTA-established Performance Requirements are not subject to negotiation. Any requested change to a Performance Metric must be submitted in accordance with RFP Section IV.F.2. For example, a request may propose an off-the-shelf reporting method that meets the metric’s purpose at a lower cost or with less customization. The Performance Requirements in Appendix E are summary descriptions. Requirements are more fully stated in Appendix A (Scope of Services) and in SFMTA Operating Documents. Appendix E addresses only those Liquidated Damages that may be imposed in relation to Performance Metrics. Liquidated Damages are more fully addressed in Section 4.8 of the Sample Agreement (RFP Appendix F).

Performance Requirements, Key Performance Indicators, Performance Incentives and Liquidated Damages

(1) Measurement Tools and Data Sources

1. Required Staffing: Contractor shall provide required staffing established by SFMTA Operating Documents, approved Staffing, Personnel Qualification, Training and Deployment Plan, approved patrol plans, or SFMTA direction using Qualified Personnel[footnoteRef:1], including Services performed by Subcontractors. Personnel must be present, attentive, trained, licensed, certified, equipped, and properly assigned. [1: “Qualified Personnel” means Contractor or Subcontractor personnel who satisfy the screening, training, license, permit, certification, background check, drug and alcohol testing, equipment authorization, SFMTA approval, and assignment-specific qualification requirements applicable to the assigned Services. ]

See Sections 1.1-1.4;

2.1-2.2; 3.1-3.4[footnoteRef:2] [2: Section references in the Performance Requirements column relate to the Contractor Responsibilities Table in RFP Appendix A, Section II.]

1. Number of person-shifts with a late arrival, early departure, or uncovered or partially covered period of one hour or more.

For each required post or shift left uncovered for one hour or more, Contractor shall pay $1,000 per incident.

Contractor shall pay $500 /day when the Account Manager is not available and Contractor has not identified an acting Account Manager.

2. Patrol Completion: Contractor and its Subcontractors shall complete all required patrols, rounds, facility checks, and guard tour events established by SFMTA Operating Documents, the approved Staffing, Personnel Qualification, Training, and Deployment Plan, approved patrol plans, or SFMTA direction.

See Sections 1.1-1.4, 3.2 and 3.6

2. Number and/or percentage of required patrols, rounds, checks, or guard-tour events completed within the SFMTA-required timeframe.

N/A – This is a critical performance requirement.

3. Staff Retention and Continuity: Contractor shall maintain continuity of staff to support site and account familiarity, SFMTA Operating Document compliance, and Service continuity.

See Sections 3.1, 3.2 3.A. Turnover rate by classification or function.

N/A - No LDs proposed

3.B. Time to fill vacancies with Qualified Personnel.

N/A - No LDs proposed

4. Contractor-Controlled Technology: Contractor-controlled technology required for the Services shall be available to the SFMTA and assigned Contractor and Subcontractor personnel during required Service hours, including 24/7, where required.

See Section 3.6 4.A. Availability of Contractor-controlled security operations technology during required Service hours at or above the SFMTA-approved availability threshold, including 24/7 availability where required by the SFMTA.

(1) $1,000 per day, or portion thereof, for outages affecting staffing, field operations, or incident response.

(2) $500 per day, or portion thereof, for outages affecting patrol verification or workforce accountability.

(3) $100 per day, or portion thereof, for outages affecting reporting, records access or invoice validation.

4.B. Number, duration, and operational impact of unplanned system outages, data-access failures, or reporting interruptions, categorized by whether the issue affected:

(1) staffing, field operations, or incident response;

(2) patrol verification or workforce accountability; or

(3) reporting, records access or invoice validation.

(4)

5. Billing and Invoice Support: Contractor shall invoice only for authorized Services actually performed by Qualified Personnel (as opposed to Services scheduled), including Contractor and Subcontractor personnel.

Invoices shall be supported by all required documentation. Contractor shall maintain, and require Subcontractors to maintain, all invoice support records.

See Sections 3.4, 3.8

5. Number of missing incomplete, late, inconsistent, or unsupported Contractor or Subcontractor payroll records or invoice support records requiring material corrections.

$100 for each invoice returned for material correction.

6. SFMTA-Required Plans, Operational Analysis, and Reporting: Contractor shall

· analyze incident & operations data to identify recurring issues;

· provide reports to support investigations and operational reviews and participate in required meetings;

· respond promptly to SFMTA requests or directions; and

· investigate and correct Service deficiencies; and take reasonable steps to prevent recurrence.

See Sections 3.1, 3.10

6.A. Number or percentage of required plans, reports, analyses, investigation-support materials, and responses to SFMTA information requests submitted complete and on time.

6.B. Response time to SFMTA requests, directions, incidents, corrective action requests, and escalation notices.

N/A - This is a critical requirement.