REQUIRED SERVICE (Performance Requirements) STANDARD (Performance Standards) MAXIMUM ALLOWABLE DEGREE OF DEVIATION REQUIREMENT (AQL) METHOD OF SURVEILLANCE (Quality Assurance) MAXIMUM PAYMENT PERCENTAGE FOR MEETING/EXCEEDING THE AQL (Incentives) 1. During the life of the contract verify conformance with agency specific information processing standards and functional requirements. Prior to delivery of new software, demonstrate the operational capability of the system software. Functionality of the software to meet required systems architecture and processing capabilities All requirements mandated by law or regulation must be 100% compliant. Functionality defined in the requirements must be prioritized and tolerances for deviation assigned for each component. %* of operational capability is acceptable, as determined by the Quality Assurance Plan. * Value to be determined by the Agency's requirements, on a case-by-case basis. Independent verification & validation (IV&V) for testing new releases of software to determine that previous functionality is maintained. Customer satisfaction as measured through limited validated customer complaints, feedback, and surveys. For conversion projects, independent verification & validation (IV&V) for developing or maintaining system processing/benchmark during parallel processing. 100% payment for meeting all mandated requirements. Nonconformance is unacceptable. Payment is contingent on amount or degree of functionality delivered, according to priority of each function.* * Value to be determined by the Agency's requirement on a case-by-case basis. Percentage of payment for each component shall be determined in the Quality Assurance plan. REQUIRED SERVICE (Performance Requirements) STANDARD (Performance Standards) MAXIMUM ALLOWABLE DEGREE OF DEVIATION REQUIREMENT (AQL) METHOD OF SURVEILLANCE (Quality Assurance) MAXIMUM PAYMENT PERCENTAGE FOR MEETING/EXCEEDING THE AQL (Incentives)
(Performance Requirements) (Performance Standards) (Quality Assurance) (Incentives) 3. Documentation for deliverables must the agency specific system processing and operational procedures Documentation meets agency specific formats for accuracy and completeness %* of deviation. * Values to be determined by the agency's requirements on a case-by-case Independent verification and validation (IV&V) for determining that documentation delivered by the contractor matches the system processing and operational procedures. 100% payment REQUIRED SERVICE (Performance Requirements) STANDARD (Performance Standards) MAXIMUM ALLOWABLE DEGREE OF DEVIATION REQUIREMENT (AQL) METHOD OF SURVEILLANCE (Quality Assurance) MAXIMUM PAYMENT PERCENTAGE FOR MEETING/EXCEEDING THE AQL (Incentives) 4. Meet the following delivery dates/milestones (phasing is an optional approach) are specified according to agency (delivery) requirements Delivery dates are met, or exceeded %* of deviation. *Values to be determined by the agency's requirements on a 100% inspection Early delivery bonus* *Value determined by the agency's on a case by case basis. There may be excusable delays in which it may be in the Government's best interest to grant forbearance, on a basis. Forbearance or excusable delays to be considered on a case-by-case basis. case case
REQUIRED SERVICE (Performance Requirements) STANDARD (Performance Standards) MAXIMUM ALLOWABLE DEGREE OF DEVIATION REQUIREMENT (AQL) METHOD OF SURVEILLANCE (Quality Assurance) MAXIMUM PAYMENT PERCENTAGE FOR MEETING/EXCEEDING THE AQL (Incentives) 5. Training (may vary according to user levels/needs) (e.g. end users, administrators, analysts, help desk support, management, etc.) Proficiency levels on software required for job performance ( %) of students at level of competency)* (Levels: Knowledge, Comprehension, Application, Analysis) *Values to be determined by the agency's requirements. % of students not performing at required level of proficiency Surveys Proficiency exams Validated customer calls to help desk Random evaluation of training. Proportional reduction in contract line item price, or overall contract value, attributable to training.
REQUIRED SERVICE (Performance Requirements) STANDARD (Performance Standards) MAXIMUM ALLOWABLE DEGREE OF DEVIATION REQUIREMENT (AQL) METHOD OF SURVEILLANCE (Quality Assurance) MAXIMUM PAYMENT PERCENTAGE FOR MEETING/EXCEEDING THE AQL (Incentives) 6. Security Meet all Government and agency specific requirements No deviation 100% inspection to ensure that all Government and Agency specific requirements have been met. Independent verification of security procedures-defined by agency (could be performed by a third party or another agency according to current security regulations and measures. 100% Payment REQUIRED SERVICE (Performance Requirements) STANDARD (Performance Standards) MAXIMUM ALLOWABLE DEGREE OF DEVIATION REQUIREMENT (AQL) METHOD OF SURVEILLANCE (Quality Assurance) MAXIMUM PAYMENT PERCENTAGE FOR MEETING/EXCEEDING THE AQL (Incentives) 7. For new software development, delivery of fully operational systems conforming to the operational environment and specified user requirements. Service levels for software: Through in terms of processing response time, number of All requirements mandated by law or regulation must be 100% compliant. Customer satisfaction is measured through limited validated customer complaints and surveys. 100% payment for meeting all mandated requirements. Payment is contingent on the amount or degree of
transactions processed per second; volume of data processed over time. Compatibility with particular hardware & software within the existing processing environment. Functionality of software to meet required systems architecture and processing capabilities. Functionality defined in the requirements must be prioritized and tolerances for deviation assigned for each component. %* of operational capability is acceptable as determined by the Quality Assurance Plan. *Values to be determined by the Agency’s requirements on a case by basis. Independent verification software functionality to meet required systems architecture and processing capabilities. Operational monitoring by use of system statistics and logs. functionality delivered according to priority of each function.* *Value to be determined by the agency’s requirements on a by case basis. Percentage of payment for each component shall be determined in the Quality Assurance Plan. REQUIRED SERVICE (Performance Requirements) STANDARD (Performance Standards) MAXIMUM ALLOWABLE DEGREE OF DEVIATION REQUIREMENT (AQL) METHOD OF SURVEILLANCE (Quality Assurance) MAXIMUM PAYMENT PERCENTAGE FOR MEETING/EXCEEDING THE AQL (Incentives) 8. Newly developed software shall not adversely affect system performance. Standards affecting system performance include but are not limited to: response time for resolving problems; CPU Base line functionality is met at 100% Non critical functionality is met at %* *Values to be determined by the Agency's requirements on a basis. Operational monitoring by use of system statistics and logs 100% payment for meeting all mandated requirements. Nonconformance is unacceptable. Payment is contingent on amount or degree of functionality delivered,
busy; response time; memory utilization; storage utilization according to priority of each function.* * Value to be determined by agency's requirements on a case-by-case basis. % of payment for each component is determined in QA Plan. REQUIRED SERVICE (Performance Requirements) STANDARD (Performance Standards) MAXIMUM ALLOWABLE DEGREE OF DEVIATION REQUIREMENT (AQL) METHOD OF SURVEILLANCE (Quality Assurance) MAXIMUM PAYMENT PERCENTAGE FOR MEETING/EXCEEDING THE AQL (Incentives) 9. New releases of software must maintain previously provided functionality, while providing enhanced capabilities, or systems corrections. Software adds value and improves existing functionality without negatively impacting the existing operational environment. Base line functionality is met at 100%. Non critical functionality is met at %* *Values to be determined by Agency's requirement, on a basis. Independent Verification and Validation (IV&V) for testing new releases of software to determine that previous functionality is improved. Customer satisfaction is measured through validated customer complaints and surveys. 100% payment for meeting all mandated requirements. Nonconformance is unacceptable. Payment is contingent on amount or degree of functionality delivered, according to priority of each function.* * Value to be determined by the agency's requirement on a basis. Percentage of payment for each component
shall be determined in the Quality Assurance Plan. REQUIRED SERVICE (Performance Requirements) STANDARD (Performance Standards) MAXIMUM ALLOWABLE DEGREE OF DEVIATION REQUIREMENT (AQL) METHOD OF SURVEILLANCE (Quality Assurance) MAXIMUM PAYMENT PERCENTAGE FOR MEETING/EXCEEDING THE AQL (Incentives) 10. For software conversion projects, provide an inventory of programs and a description of the complexity of the existing systems and programs for transfer to another processing system or hardware and software platform operational environment including, but not limited to: databases, lines of code and interdependencies. Inventories shall be complete and accurate. Systems descriptions accurately identify the existing systems complexity. Adhere to Agency configuration management standards. Less than %* of inventory omissions. * to be determined by the Agency's requirement. Independent verification and validation (IV&V) of the software inventory and system descriptions. For conversion projects, Independent verification and validation (IV&V) adherance to Agency configuration management standards. . 100% payment for meeting all mandated requirements. Proportional reduction in contract line item price, or overall contract value, attributable to inventory omissions
REQUIRED SERVICE (Performance Requirements) STANDARD (Performance Standards) MAXIMUM ALLOWABLE DEGREE OF DEVIATION REQUIREMENT (AQL) METHOD OF SURVEILLANCE (Quality Assurance) MAXIMUM PAYMENT PERCENTAGE FOR MEETING/EXCEEDING THE AQL (Incentives) 11. Software conversion effort for rehosting from one platform, architecture, operating system, database, communication system, programming language, and/or data distribution method to another Service Levels for software: Through-put in terms of processing response time, number of transactions processed per second; volume of data processed over time. Compatibility with particular hardware and software within the existing processing environment. Functionality of required systems architecture and processing capabilities. Delivery dates are met or exceeded. Base line functionality is met at 100%. Noncritical functionality is met at %.* * to be determined by the Agency's requirement. Customer satisfaction is measured through limited validated customer complaints and surveys. Independent verification and validation (IV&V) for testing new releases of software to determine that previous functionality is maintained. For conversion projects Independent verification and validation (IV&V) for developing or maintaining system processing/ benchmarking during parallel processing. 100% payment for meeting all mandated requirements. Proportional reduction in contract line item price, or overall contract value, attributable to loss in functionality, or degraded system performance. % of overall contract payment will be witheld * number of production processing cycles. * To be determined by the Agency's requirement.
REQUIRED SERVICE (Performance Requirements) STANDARD (Performance Standards) MAXIMUM ALLOWABLE DEGREE OF DEVIATION REQUIREMENT (AQL) METHOD OF SURVEILLANCE (Quality Assurance) MAXIMUM PAYMENT PERCENTAGE FOR MEETING/EXCEEDING THE AQL (Incentives) 12. For conversion projects of mission critical systems, provide parallel processing and/or system testing of the old and new systems prior to implementation. Service Levels for software: in terms of processing response time, number of transactions processed per second, volume of data processed over time. Compatibility with particular hardware and software within the existing processing environment. Functionality of software to meet required systems architecture and processing capabilities. Data must be 100% accurate. Pre production testing of all functional components within the processing environment (e.g., hardware, software operating system, interfaces, etc.) Independent verification and validation (IV&V) for testing new software including verifying results to determine that requirements and specifications are met. 100% payment for meeting all mandated requirements. Nonconformance is unacceptable.
Compatibility Affect on system performance Documentation Timeliness Compatible with existing hardware/software No adverse affect User and technical manuals are complete and delivered by Met delivery schedule (installed by , accepted by ) 100% compliance 100% compliance 100% compliance 100% compliance Customer Complaints 100%/IV&V specific diagnostic software will be use 100% inspection 100% inspection Performance-Based SOW Worksheet
Example 2: Help Desk /Technical Support Requirement (1) Indicators (2) Standards—Criteria for Acceptance (3) Acceptable Quality (4) Method of Surveillance (5) “Incentives” Positive or Negative (6) State the end results or outputs that you, the customer, will formally accept or reject. Include all deliverables, submittals and reports, etc. For each “Requirement”, state feature(s) of each end result in Column 1 that can be measured quantitatively or qualitatively. (May be more than one indicator per requirement.) For each “Indicator”, state performance level that, then met, means the task has been satisfactorily performed For each “Standard”, state how perfect must performance be For each “Standard”, state method to be used to check performance (i.e. random sampling, 100% inspection, periodic, validated customer complaints) 100% of Contract Line Item Number (CLIN) paid if all Standards in Column 3 are met or From 0 – 100% of Award Fee Pool Available ($10,000)
C3.1 Provide customer & off-site problem resolution service C3.1.1 Verbally acknowledge receipt of customer problem Timeliness A1 list callers—15 minutes A2 list callers—15 minutes Others—1 hour 100% compliance 100% compliance 100% compliance Customer Compliant Customer Complaint Customer Complaint Pay 100% of Contract Line Item Number (CLIN) paid if all Standards in Column 3 are met
C3.12 Issue tickets Format Timeliness 100% compliance IAW Attach 1 100% issuance of ticket upon receipt of call 100% compliance 100% compliance Random Sampling Random Sampling C3.13 Closeout tickets Timeliness 100% tickets will be closed out within 24 of problem resolution 100% compliance Random Sampling