SOW Attachment 6a SLA Performance Metrics.pdf

Integrated Logistics Support (ILS) MAR 2022

Transportation Security Administration

Integrated Logistics Support (ILS) Service Level Agreement

Performance Metrics

Attachment 6a

March 2022

Table of Contents

1. Purpose

2. Scope

3. Data Collection and Reporting Process

4. Operational Availability (Ao)

Ao SLA Performance Requirement Invoice Development

1. Purpose

The purpose of this document is to define the process for developing the Contractor performance metrics specified in Section 10.4, Warranty Support Service Level Agreement (SLA) Performance Requirements, to evaluate compliance with the SLA performance requirements;

and the process for developing the metrics required to determine disincentives that support Contractor development of invoices. The maintenance elements used in the development of these metrics are provided in Attachment 6, Transportation Security Equipment (TSE) Terms and Definitions & Reliability, Maintainability & Availability (RMA) Metrics.

2. Scope

This document identifies the process the Contractor should use to develop the metrics to demonstrate compliance with the SLA performance requirements and substantiate the determinations made for invoice development. It provides the calculation instructions for each metric required by the contract.

3. Data Collection and Reporting Process

The process identified in this document relies on the maintenance elements collected from the corrective maintenance actions conducted to return TSE to full operational capability. These maintenance elements will be collected in accordance with the process identified in Attachment 6, and will be documented in the TSE Database in accordance with the Contract Data Requirements List (CDRL) A004, TSE Database. This includes the time points (T-Values) and low-level metrics (M-Values) measured for each time points.

Sections 4 through 6 below identify the process for calculating the SLA performance metrics defined in Section 10.4, of the SOW, and for calculating metrics to support disincentives that may be applied to invoices. These metrics will be calculated as specified in each section and will be reported to TSA as part of the TSE RMA Metrics report in accordance with Contract Data Items List (CDRL) A005, TSE RMA Metrics report, as required. The TSE RMA Metrics Report must clearly identify the low level metrics and times for each used in the calculation of a metric.

4. Operational Availability (Ao)

The Government seeks to minimize TSE’s downtime associated with relevant failures. The Government will measure overall Contractor performance using Operational Availability (Ao) as defined in Section 10.4, of the SOW. Ao will evaluate the operational availability of TSE in relation to All relevant critical failures and all relevant non-critical relevant failures (includes corrective maintenance and telephone customer support work orders). It is the percentage of time during an airport’s operational hours that TSE is available to perform its required mission during a specified reporting period. For Ao, TSA only considers a TSE’s downtime when it is not in a condition to perform its required mission during an airport’s operational hours. The counting of low-level metrics times for Ao will be based on the TSE operating time and TSE operational downtime as defined below.

• TSE Operating Time – The period of time TSE is available to perform its required mission during the operational hours of a facility as specified in Part D, Attachment 1, Airport Data. During the Operations & Maintenance (O&M) life cycle phase, TSE operating time will be equal to the airport’s operational hours minus the time TSE experiences any operational downtime.

• TSE Operational Downtime – The period of time during an airport’s operational hours that TSE is not in a condition to perform its required mission. This includes all times that a system is not available due to applicable on-site Corrective Maintenance (CM) and Telephone Customer Support (TCS) Low-Level Metric times during an airport’s operational hours. The determination of the operational downtime is made after all the low-level metrics are measured against the airport’s operational hours.

Section 10.4. of the SOW, establishes the Ao performance level the Contractor must meet to satisfy the overall SLA performance requirement. Below is the process for developing the Ao metrics requirement.

Ao SLA Performance Requirement

For determining compliance with the Ao SLA performance requirement established in Section

10.4 of the SOW, the Contractor shall calculate Ao monthly for each CAT system at each airport using the airport’s operational hours as the required system operating time, and should only include installed operational units in the calculations.

The operational downtime will be calculated by summing the individual low-level metric times of each applicable failure that incurs operational downtime > 0. No averaging will be used over a reporting period.

To evaluate SLA compliance, Ao will be calculated monthly at each airport for each technology as follows:

1. Multiply daily airport operational hours as defined in Attachment 1, Airport Hours, by the number of TSE units in a technology at an airport and the number of days in the reporting month period. The reporting period starts the first day (at 12:00 AM) of the month and ends on the last day (at 11:59 PM) of the month based on local time.

2. Subtract the sum of the operational downtime for all relevant critical (Priority 1 (P1)) and all relevant non-critical (Priority 2 (P2)) failures for the same TSE units used in Step 1 for a technology at an airport during the reporting period.

3. Divide the difference by the total operating hours calculated in Step 1 (daily airport operational hours multiplied by the same number of TSE units at an airport in a technology and the number of days in the reporting period).

Invoice Development

For determining if Contractor performance meets the threshold for applying a performance disincentive to an invoice in accordance with Section 10.4.1, Disincentives, the Contractor shall apply the same Ao calculations developed for the monthly Ao SLA performance requirement.

For disincentive determination, Ao will be calculated monthly for each CAT system at each airport using the airport’s operational hours as the required system operating time, and should only include installed operational units in the calculations.

To determine if disincentives should be applied to an invoice, Ao will be calculated monthly at each airport for each technology as follows:

1. Multiply daily airport operational hours as defined in Attachment 1, by the number of

TSE units in a technology at an airport and the number of days in the reporting month.

The reporting period starts the first day (at 12:00 AM) of the month and ends on the last day (at 11:59 PM) of the month based on local time.

2. Subtract the sum of the operational downtime for all relevant critical and all relevant non-critical relevant failures for the same TSE units used in Step 1 for a technology at an airport during the reporting period (Open-Ticket accounting method is applied). The reporting period starts the first day (at 12:00 AM) of the month and ends on the last day (at 11:59 PM) of the month based on local time. (Open-Ticket Accounting method is where all tickets’ (either open or closed status) down time are counted in the calculation.)

3. Divide the difference by the total operating hours calculated in Step 1 (daily airport operational hours multiplied by the same number of TSE units at an airport in a technology and the number of days in the reporting period).

Below is the Ao formula that will be used to develop the SLA performance metric and the disincentive threshold metric:

(Airport Operational Hours x TSE Units x Number of Days) –

Where:

Ao = (Sum of TSE all relevant critical (P1) and relevant non-critical (P2) failures Operational Downtime)

(Airport Operational Hours x TSE Units x Number of Days)

• Airport Operational Hours = Period of time within a 24-hour day that an airport is operational (airport operational hours).

• TSE Relevant Operational Downtime = The time a TSE is down for repair due to any relevant failure during an airport’s operational hours

For the failure types listed below, the low-level metrics (M-Values) identified in non-shaded blocks are counted toward the TSE operational downtime for Ao when the low-level metric times, or portion thereof, occur during the airport’s operational hours. The low-level metric times conducted during the airport’s non-operational hours are not counted in the Ao operational downtime calculations. If a maintenance repair cycle continues into two or more airport operational hours within the same reporting period, the operational downtimes within each airport operational hours will be summed together if operational downtime > 0. When a maintenance repair cycle continues into a new reporting period, the operational downtimes in the second reporting period will be calculated in the second reporting period as defined in Attachment 6, Section 4.7.2, Open Ticket Accounting. The dark shaded blocks with no M-Values on the Table indicate that the associated low-level metric should not be applicable to that failure type in its repair cycle as defined in Attachment 6.

Table 1 - Ao Low-Level Metrics Count

Failure Type Low-Level Metrics

Level Criticality Relevancy

CM Critical Relevant M1 M2 M3 M4 M5 M6 M7 M8

CM Non-Critical Relevant M1 M2 M3 M4 M5 M6 M7 M8

TCS Critical Relevant M1 M13

TCS Non-Critical Relevant M1 M13