PERFORMANCE BASED CONTRACTING TEMPLATE HELP DESK

PERFORMANCE BASED CONTRACTING TEMPLATEHELP DESKAttachment 1Desired Outcomes(What do we wantto accomplish as theend result of thiscontract?)1) Customerscalling the help deskshall be able tocontact a supportstaff member from8:00 a.m. to 5:00p.m., M-F2) Calls areanswered promptlyby help deskpersonnel.3) Time to resolvecustomer problemor answer questionis as short aspossible; the need todispatch personnelis minimized.Required Service(What task must beaccomplished togive us the desiredresult?)The help desk shallbe adequatelystaffed, with asufficient number ofincoming lines tohandle potentialtrouble calls.The help desk shallbe adequatelystaffed, with asufficient number ofincoming lines tohandle potentialtrouble calls.Time to resolveproblems/answerquestions is withinthe time frames setforth in the SOW orin the Service LevelAgreement (SLA).PerformanceStandard (Whatshould thestandards forcompleteness,reliability,accuracy,timeliness, qualityand/or cost be?)99% of calls areanswered on thecustomer’s firstattempt.Calls are answeredwithin 20 secondsor a voice mail canbe left; calls shall bereturned within onehour of receipt.96% of callsreceived areresolved within 1business day.Acceptable QualityLevel (AQL)(How much errorwill we accept?)99% of calls areanswered on thecustomer’s firstattempt.Calls are answeredwithin 30 secondsor a voice mail canbe left; calls shall bereturned within 30mins. for L1customers and 60mins. for L2customers.96% of callsreceived areresolved within 1business day.MonitoringMethod(How will wedetermine thatsuccess has beenachieved?)Survey customersand evaluatefeedback. Inspectcall logs. (Trendanalysis.)Random samplingof call activity logs,showing time ofreceipt of call andcall return time.Randomsurveillance ofactual operations.(Trend analysis.)Random samplingof call activity logs,showing time ofreceipt of call andcloseout of trouble.tickets. (Trendanalysis.)Incentives/Disincentives for Meeting orNot Meeting the PerformanceStandards (What carrot or stickwill best reward goodperformance or punish poorperformance?)+/- .5% of total monthly price.+/- .5% of total monthly price+/- 1% of total monthly price11

4) Help deskpersonnel arecourteous andefficient.Personnelansweringtelephones shall becourteous and shallaccurately andefficiently log in allincoming calls.No more than 2complaints aremade per monthregarding courtesyand/or lost/latemessages.No more than 2complaints aremade per monthregarding courtesyand/or lost/latemessages.Sample/test callswill be made to theHelp Desk;customer surveys;complaints will beinvestigated andresolved within 1week of filing.+/- .5% of total monthly priceAll incentives shall be paid/deducted on a quarterly basis.12

PERFORMANCE BASED CONTRACTING TEMPLATESEAT MANAGEMENTAttachment 2Desired Outcomes(What do we wantto accomplish as theend result of thiscontract?)1) Users shall haveaccess to all desktopcomputingfunctions, asneeded.2) Sufficientnumbers of staffmembers areavailable to resolveday-to-day issues.3) Moves, adds, andchanges shall beaccomplished asefficiently aspossible.4) Customerproblems shall beresolved as quicklyand efficiently aspossible.Required Service(What task must beaccomplished togive us the desiredresult?)Desktop systems/networks shall beavailable to all usersM-F, 6a.m. till10p.m.The Contractor shallprovide qualifiedemployees toadequately staff theprogram.Requests for moves,adds, and/orchanges shall becompleted within 5workdays afterreceipt of request.Requests for serviceshall be efficientlylogged and tracked,and the customershall be notified asto the expectedcompletion time.PerformanceStandard (Whatshould thestandards forcompleteness,reliability,accuracy,timeliness, qualityand/or cost be?)99% availability, asdescribed herein.Average staffinglevels shall not fallbelow 90% on anytask order.98% of requests arecompleted within 5workdays.98% of calls areresolved withinsame business day.Monitoring Method(How will wedetermine that successhas been achieved?)Inspect call logs fortrouble calls.Invoices, reports, andother records will bereviewed to determinestaffing levels on amonthly basis.Random sampling ofrequest for service (i.e.,RISS) logs, completedwork tickets, andcustomer interviews.Trouble trackingsystem will bereviewed, noting howrequest arrived (e-mail,phone), time arrived,and date/timecompleted; randomsampling of customers.Incentives/Disincentives forMeeting or Not Meeting thePerformance Standards(What carrot or stick will bestreward good performance orpunish poor performance?)+/- 1% of total monthly price.Performance=actualavailability/ target availability(16X5)+/- .5% of total task orderprice, for each variance +/-5%(reflects positive and negativeincentive) from standard.+/- 1% of total monthly pricefor each +/-1% variance fromstandard.+/- 1% of total monthly pricefor each variance of +/-1%variance from standard.13

Attachment 3PERFORMANCE BASED CONTRACTING TEMPLATESYSTEMS INTEGRATIONDesired Outcomes(What do we wantto accomplish as theend result of thiscontract?)1) Operationalparameters as setforth in the SOWand/or ITarchitecturestandards are met.2) Componentsinstalled arecompatible andinteroperable.3) Systems installedare reliable,available, andmaintainable.Required Service(What task must beaccomplished togive us the desiredresult?)Using the specifiedoffice suite/softwareload and hardwareprofile, systemperformance meetsthe requirements setforth in the contract.Use of all hardwareand softwarecomponents on thenetwork is seamless.Requests for moves,adds, and/orchanges shall becompleted within 5workdays afterreceipt of request.PerformanceStandard (Whatshould thestandards forcompleteness,reliability,accuracy,timeliness, qualityand/or cost be?)Using a standardperformance testingpackage, eachdesktop systeminstalled performs atthe levels stated inthe SOW.Average staffinglevels shall not fallbelow 90% on anytask order.98% of requests arecompleted within 5workdays.Monitoring Method(How will wedetermine that successhas been achieved?)Inspect call logs fortrouble calls. Reviewtest results.Invoices, reports, andother records will bereviewed to determinestaffing levels on amonthly basis.Random sampling ofrequest for service (i.e.,RISS) logs, completedwork tickets, andcustomer interviews.Incentives/Disincentives forMeeting or Not Meeting thePerformance Standards(What carrot or stick will bestreward good performance orpunish poor performance?)+/- 1% of total monthly price.Performance=actualavailability/ target availability(16X5)+/- .5% of total task orderprice, for each variance +/-5%(reflects positive and negativeincentive) from standard.+/- 1% of total monthly pricefor each +/-1% variance fromstandard.15

4) Systems installedallow for growthpotential, both interms of addingusers and upgradinghardware and/orsoftware.5) Existingsoftware, files,and/or databases aresuccessfullytransferred to thenew system.6) Systems installedare easy to use, easyto learn, and add touser efficiency andcustomersatisfaction.7) Systems installedmeet the specifiedsecurity andvulnerabilitystandards; systembackup and disasterrecovery planscomply with theSOW and PDD-63.Requests for serviceshall be efficientlylogged and tracked,and the customershall be notified asto the expectedcompletion time.Data in existingfiles shall betransferred to thenew system(s) withminimal loss ofproductivity anddata.New hardwareand/or softwareshall be installedwith minimaldowntime.New systems/LANsshall protect information,providesystem protectionand shall be able tosurvive potentialthreats; the backupand recovery plansdelivered areacceptable.98% of calls areresolved withinsame business day.95% of data transferredto newsystem suffers noconversion errorsand is usable whennew systems aremade available.98% of systems installedoperateproperly, with noprogramming,installation orintegrationproblems.100% of systemstested meet allstated securityrequirements; nosecurity breachesare detected.Trouble trackingsystem will bereviewed, noting howrequest arrived (e-mail,phone), time arrived,and date/timecompleted; randomsampling of customers.User complaints/trouble tracking will bereviewed, noting errorsdue to data conversion,improper softwarefunction, programmingproblems, and/or userinexperience.User complaints/trouble tracking will bereviewed, notingsystem or softwarefailures and/orproblems; randomsampling of customers.Randomsystem/network testswill be conductedusing standard testingtechniques.+/- 1% of total monthly pricefor each variance of +/-1%variance from standard.+/- .5% of total monthly pricefor each variance of +/-.5%variance from standard.+/- .5% of total monthly pricefor each variance of +/-.5%variance from standard.For each percent less than100, a corresponding amountof payment shall be withhelduntil compliance is achieved.16

Attachment 4Desired Outcomes(What do we want toaccomplish as the endresult of this contract?)1) Enterprise architecturestandards shall bemet, along with functionalrequirements. Asuccessful operationalcapability demonstration(OCD) will be performedprior to fullimplementation.2) User guides and otherdocumentation providedare accurate, complete,and easy to use.3) Interfaces with allsystem components arefully functional andseamless to the users.Required Service(What task must beaccomplished to give usthe desired result?)All functional requirementsshall be met;software delivered shallcomply with enterprisearchitecture standards,including security.Documentation shall meetagency requirements foraccuracy, completeness,and ease of use.Software provided shallbe fully compatible withand integrated into theexisting LAN andsoftware suite.PERFORMANCE BASED CONTRACTING TEMPLATESOFTWARE DEVELOPMENTPerformance Standard(What should the standardsfor completeness, reliability,accuracy, timeliness,quality and/or cost be?)All architectural requirementsshall be met. Functionalrequirements shall beprioritized to allow for notmore than 1% deviation foreach requirement. OCDresults will be analyzed inaccordance with the QAP.95% of the documentationprovided meets the statedstandards.100% compliance isrequired for customersatisfaction, performance,and utility.Monitoring Method(How will we determinethat success has beenachieved?)Review OCD test resultsand analyses to ensure thatrequired functionality isprovided. Obtain andanalyze user feedback.Review documentation forenterprise architecturecompliance.Review documentation viaindependent verificationand validation (IV&V) toensure functions andoperations are properlydocumented. Surveysystem administrator(s) forease of use.Review system administrationlogs, noting anyservice interruptions; contactusers ; conductindependent verificationand validation (IV&V)tests using commercialperformance tests.Incentives/Disincentives forMeeting or Not Meeting thePerformance Standards(What carrot or stick will bestreward good performance orpunish poor performance?)Full payment for 100% compliance.If provided for in thecontract, payment less than100% may be made for lessthan full compliance if less thanfull functionality is accepted.For each percent in excess of95, the contractor shall receivean extension of the softwaresupport agreement for anadditional 3-month period.Full payment shall be made for100% compliance. Additionalfees may be awarded if thecontractor successfully reengineersinterfaces andimproves baseline performance.4) Software capable of Delivery dates set forth in The stated delivery date 100% inspection. For each week ahead of17

performing the requisitefunctions shall bedelivered in accordancewith the stated schedule,including shorter-termmilestones.5) All users and systemadministrators shallreceive trainingappropriate for theirintended use of the newsoftware.6) Training provided isappropriate for the users'needs, ranging fromdesktop users to systemadministrators.the contract are met orexceeded.Data in existing files shallbe transferred to the newsystem(s) with minimalloss of productivity anddata.Upon completion oftraining, each user is ableto function at not less thanan 85% level. (Fullproficiency requires actualhands-on experience.)shall be met unless theGovernment and theContractor agree to a newcompletion date.95% of data transferred tonew system suffers noconversion errors and isusable when new systemsare made available.75% of users trained canperform at the 85%proficiency level.Review user complaints/trouble tracking, notingerrors due to data conversion,improper softwarefunction, programmingproblems, and/or userinexperience.User surveys; proficiencytests; validated calls to andresponse by systemadministrators; audit oftraining course(s) byprogram manager.schedule the software anddocumentation are delivered,the contractor shall receive anadditional fee of .5%. Noadditional fee will be paid fornon-conforming deliverables.+/- .5% of total monthly pricefor each variance of +/-.5%variance from standard.Training class pricing may beadjusted by a percentageproportional to the stated performancestandard. Maximumprice paid shall be the CLINprice; minimum price shall be75% of the CLIN price.18

Attachment 5PERFORMANCE BASED CONTRACTING TEMPLATESYSTEM DESIGN/BUSINESS PROCESS RE-ENGINEERINGDesired Outcomes(What do we want toaccomplish as the endresult of this contract?)1) The contractor shallhave a thorough understandingof the businessprocess requiring redesign.2) The Contractor shalltake the 20 systems nowoperating in the programorganization(s) andprovide for interoperabilityand reducedoperational costs.Required Service(What task must beaccomplished to give usthe desired result?)Key program managerswill be interviewed,system inputs and outputsanalyzed, commercialpractices shall be analyzed,so the Contractorcan present the currentprocess and recommend are-designed process.Separate and disparatesoftware programs shallbe migrated to a singlehardware platform,utilizing the agency'senterprise architecturestandards and a front-end"wizard."Performance Standard(What should the standardsfor completeness, reliability,accuracy, timeliness,quality and/or cost be?)All architectural, security,system and cost restraintsshall be analyzed; thecontractor shall present anaccurate representation ofthe current system status,both narratively and viagraphic depictions. Bothshall demonstrate a completeunderstanding ofcurrent status and desiredgoal.Original functionalitydesignated as critical bythe Government ismaintained at the 100%level. Non-criticalfunctionality is provided atnot less than a 90% level.All major stakeholders canaccess requisite data.Monitoring Method(How will we determinethat success has beenachieved?)Reports shall be analyzedby all major stakeholdersin the process, includingsecurity experts and asampling of internal andexternal customers.Interview users (randomsampling); IV&V testing ofcore functionality; reviewsystem logs for usagelevels, access to data, andsystem performance.Incentives/Disincentives forMeeting or Not Meeting thePerformance Standards(What carrot or stick will bestreward good performance orpunish poor performance?)Share-in-savings program(negotiated prior to contractaward). Contractor shall bepaid according to a negotiatedpayment plan; share-in-savingsshall be calculated one yearafter initial implementation.Share-in-savings program(negotiated prior to contractaward). Contractor shall bepaid according to a negotiatedpayment plan; share-in-savingsshall be calculated one yearafter initial implementation.19

3) All phases of theproject are completed ontime.4) During the implementationphase, parallelsystems are required; thenewly designed systemshall run in a test bedenvironment for aminimum of 6 months.5) Training provided isappropriate for the users'needs, ranging fromdesktop users to systemadministrators.Delivery of interimreports, recommendations,designs, installations, andimplementations are allcompleted on time.Processing response timeshall be maintained on thelegacy system andimproved on the newsystem; the legacy systemshall be properly maintainedin order to make asmooth transition to thenew system.Upon completion oftraining, each user is ableto function at not less thanan 85% level. (Fullproficiency requires actualhands-on experience.)100% compliance isrequired. Early or latedelivery shall impact theshare-in-savings plan, asnegotiated.Data shall be 100%accurate; processing speeds(transactions per second)shall be not less thanbaseline (e.g., initial)processing times.75% of users trained canperform at the 85%proficiency level.Periodic reviews of workin-progress;100%inspection of alldeliverables by all majorstakeholders.Measure baselineprocessing speeds; measurethroughput times on newlydesigned system; conductcustomer interviews todetermine ease of use, andfunctional performance.User surveys; proficiencytests; validated calls to andresponse by systemadministrators; audit oftraining course(s) byprogram manager.Share-in-savings program(negotiated prior to contractaward). Contractor shall bepaid according to a negotiatedpayment plan; share-in-savingsshall be calculated one yearafter initial implementation.Share-in-savings program(negotiated prior to contractaward). Contractor shall bepaid according to a negotiatedpayment plan; share-in-savingsshall be calculated one yearafter initial implementation.Training class pricing may beadjusted by a percentageproportional to the stated performancestandard. Maximumprice paid shall be the CLINprice; minimum price shall be75% of the CLIN price.20