Example 2: Help Desk /Technical Support Requirement Indicators Standards—Criteria for Acceptable Quality Method of Surveillance Positive or “Incentives” Acceptance Negative (1) (2) (5) (3) (4) (6) State the end For each For each state For each For each state 100% of Contract Line “Indicator”, “Standard”, results or performance level that, then state method to be used to check Item Number (CLIN) “Requirement”, “Standard”, outputs that state feature(s) met, means the task has how perfect must performance (i.e. random paid if all Standards in you, the of each end been satisfactorily performance be sampling, 100% inspection, Column 3 are met customer, will result in Column performed periodic, validated customer or formally accept 1 that can be complaints) or reject. measured From 0 100% of – Include all quantitatively or Award Fee Pool deliverables, qualitatively. Available ($10,000) submittals and (May be more reports, etc. than one indicator per requirement.)
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)
CONNECTIONS_II_Example_Performance-Based_SOW.docx