Atch 15 - Performance_Metrics_-_SLAs

Attachment 15 Performance Metrics/Service Level Agreements

1. Percentage of uptime:

This performance metric captures the percentage of scheduled uptime that is actually available for all DCPDS users to operate and process transactions (actual uptime). Scheduled uptime is the number of minutes in a given month during which the DCPDS production systems are normally scheduled to be operational. Maintenance will normally be performed during non-operational periods, but, in rare circumstances, may occur during normal operational hours. If the resulting downtime is coordinated and approved in advance, it will not be counted as either scheduled or actual downtime. All downtime that has not been coordinated and approved in advance will be considered as downtime.

Additional uptime at the request of the customer will not count as either scheduled or actual uptime.

4 >= 95% and < 98% 3 >= 90 and < 95% 2 >= 85% and < 90%;

1 < 85%

2. Problem management:

This performance metric evaluates the responsiveness, and the volume of work performed by the Contractor on all PRs submitted. For this evaluation a problem is considered “fixed” only when the solution is accepted by the Government and patched to the field.

The criteria for this metric can be found in section 2.1.5 of the PWS.

The Contractor will be evaluated on the following expectations:

1. Maintain the quarterly PR count at no more than 50.

2. Demonstrates timeliness in notification and PR resolutions that are tied to each severity level and accepts the Government’s assigned severity level.

3. Quality and timeliness of repairing, testing, and fielding the repaired PR to the system.

5 = Exceeds all three primary expectations 4 = Exceeds two of three expectations and meets the other.

3 = Meets expectations 2 = Meets two of the three expectations and fails one.

1 = Fails to meet two or more expectations

3. Maintenance of database integrity:

Each RSC database is considered the database of record. As such, all subsequent actions rely on accurate data. Once data is corrupted on an RSC database, all future actions processed may be incorrect. In addition, at the Corporate database level (CMIS), data must be valid as it relates to input from all RSC databases. Problems cannot wait until found by users.

The Contractor must be proactive when validating database integrity of the RSCs and CMIS. The Contractor must establish procedures for verifying database integrity on all operational servers on a set schedule. The Contractor will produce a monthly report of the accuracy of data results to verify performance. Measure the database integrity of the RSC’s against CMIS on a rotating monthly basis, e.g Army, Navy, Air Force, 4th Estate. The report shall include the number or records compared and the percentage of data accuracy.

Report will be delivered on the 15th day of the following month.

5 = Quarterly average of data accuracy is >= 99% 4 = Quarterly average of data accuracy is >= 98% 3 = Quarterly average of data accuracy is >= 97% 2 = Quarterly average of data accuracy is >= 96% 1 = Quarterly average of data accuracy is >= 95%

4. Implement Federal & DoD regulatory changes:

These are changes mandated by OPM, Executive Order, Federal Statute, or DoD guidance that have a specified date for implementation.

4 = Accurate regulatory changes exceeded the required delivery date 1-50% of the time and the remaining changes met the required delivery date.

3 = Accurate regulatory changes met the required delivery date schedule 100% of the time.

2 = Accurate regulatory changes did not meet the required delivery date 1-10% of the time.

1 = Accurate regulatory changes did not meet the required delivery date >10% of the time.

5. Ability to communicate and work with the CPMS management team:

Due to the nature of business in the DoD HR arena, it is critical that the Contractor and the Government work closely together to ensure that operations in the field are effective and efficient.

4 = Contractor key personnel are engaged in all DCPDS activities with CPMS management. Communications are mostly accurate and provide sufficient detailed information. The Government Program Office is informed of schedule or operating deviations (notifications often exceed the established timelines outlined in the PWS). The Contractor takes part in program IPTs. The Contractor often exceeds minimum requirements on the majority of projects and assignments.

3 = Contractor key personnel are engaged in DCPDS activities with CPMS management. Communications are accurate and detailed with specific information and meets the requirements established in the PWS. The Government Program Office is informed of schedule or operating deviations in accordance with the established requirements outlined in the PWS. The Contractor takes part in program IPTs. The Contractor meets all project and assignment requirements

2 = Contractor personnel are not routinely engaged in DCPDS activities with CPMS management. Contractor communications with CPMS management are often inaccurate or lack sufficient detail. The Government is not informed of schedule or operating deviations in a timely manner (often does not meet established timelines outlined in the PWS). The Contractor routinely fails to participate in program IPTs. Contractor routinely does not meet the timelines for projects and assignments established in the PWS.

1 = Contractor personnel consistently are not engaged in DCPDS activities with CPMS management. Contractor communications with CPMS management are not accurate, detailed, or specific. The Government is not informed of schedule or operating deviations. . The Contractor fails to take part in program IPTs. Contractor does not meet the timelines for projects and assignments established in the PWS.

6. System backup and COOP planning/testing:

The possibility of a declared disaster is real and present, either natural or manmade. While HR systems for civilians are not considered Mission Critical, they are Mission Essential, and need to be operational shortly after any disaster event. The Contractor has sole responsibility for the DCPDS production COOP. The COOP plan must be initiated within 12 hours after the disaster. Components are responsible for their regional database COOPs but the Contractor is expected to support COOP (system and database administration duties) implementation and testing.

4 = A valid COOP plan is in place, but some problems existed with the annual disaster recovery exercise 3= Meets all disaster recovery requirements including annual testing of plan.

2 = Some segments do not meet COOP plan requirements 1 = No COOP plan exists and fails to perform test.

7. Call center effectiveness/help desk:

There will be many calls from field users that require appropriate assistance.

4 = Call resolution rate >= 90% and abandonment rate <= 5%;

3 = Call resolution rate >= 85% and abandonment rate <= 7%;

2 = Call resolution rate >= 75% and abandonment rate <= 8%;

1 = Call resolution rate < 75% and/or abandonment rate > 8%.

8. Overall COTR assessment of Contractor:

The COTR will, through input from all Government customers, make an overall assessment of Contractor personnel and services.

4 = Exceeds some expectations 3 = Meets expectations;

2 = Does not meet some expectations 1 = Fails to meet expectations.

1- Specifically, if expeditious measures are being taken to address each risk.

2 - Risks that require funding are communicated to CPMS management and accurately reflected in FISMA reporting and budget.

3- POA&Ms are current and submitted to DCPDS management on a quarterly basis.

4 - POA&M items are sufficiently documented with complete rationale or proposal for resolution.

5 = Contractor meets all conditions specified for managing POA&Ms 4 = Contractor does not meet one of the conditions specified for managing POA&Ms 2 = Contractor does not meet two of the conditions specified for managing POA&Ms 1 = Contractor does not meet three or more of the conditions specified for managing POA&Ms

10. One-hundred percent (100%) standard operating environment:

Each DCPDS Component environment (either DCPDS Contractor maintained or Component maintained) may have a variety of hardware configurations based on size and number of records; however, the requirement is for the Contractor to ensure that the optimal configuration of memory, disk space, disk layout, and software levels are maintained across all DCPDS platforms. The standard operating environments also include the CPMS Corporate systems (CMIS, RSO, EXITS, etc.) The Contractor must notify CPMS when any deviation is detected.

4 = All but one Component are in compliance with the prescribed operating configuration or has been advised through CPMS of required changes.

3 = All but two Components are in compliance with the prescribed operating configuration or has been advised through CPMS of required changes.

2 = All but three Components are in compliance with the prescribed operating configuration or has been advised through CPMS of required changes.

1 = All but four or more Components are in compliance with the prescribed operating configuration or has been advised through CPMS of required changes.

As of: 03 Nov 11