Performance Metrics The performance levels and AQL of KPIs for CSVS are mandatory unless marked optional: KPI Service Level Performance AQL How Standard Measured (Threshold) Availability Routine 99.95% > 99.95% See Note 1 (POP-to-POP) Availability Routine 99.5% > 99.5% (SDP-to-SDP) Critical 99.95% > 99.95% Time to Restore With Dispatch 8 8 hours See Note 2 ≤ Without 4 hours 4 hours ≤ Dispatch Grade of Routine 0.07 (SDP-to-SDP) < 0.07 See Note 3 Service (Call 0.01 (POP-to-POP) < 0.01 Blockage) Critical 0.01 (SDP-to-SDP & < 0.01 POP-to-POP) Notes: CSVS availability is calculated as a percentage of the total reporting interval time that the voice service is operationally available to the agency. Availability is computed by the standard formula: [Note that this KPI is waived for calls made with calling card.] Refer to Section G.8.2.1.2 for definition and how to measure. Grade of Service (Call Blockage) is the proportion of calls that cannot be completed during the busy hour because of limits in the call handling capacity of one or more network elements. For example, 0.01 indicates that 1 percent of the calls not being completed (1 out of 100 calls).
Performance Metrics The performance levels and AQL of KPIs for CSVS are mandatory unless marked optional: KPI Service Level Performance Standard (Threshold) AQL How Measured Availability (POP-to-POP) Routine 99.95% > 99.95% See Note 1 Availability (SDP-to-SDP) Routine 99.5% > 99.5% Critical 99.95% > 99.95% Time to Restore With Dispatch 8 ≤ 8 hours See Note 2 Without Dispatch 4 hours ≤ 4 hours Grade of Service (Call Blockage) Routine 0.07 (SDP-to-SDP) < 0.07 See Note 3 0.01 (POP-to-POP) < 0.01 Critical 0.01 (SDP-to-SDP & POP-to-POP) < 0.01 Notes: CSVS availability is calculated as a percentage of the total reporting interval time that the voice service is operationally available to the agency. Availability is computed by the standard formula: [Note that this KPI is waived for calls made with calling card.] Refer to Section G.8.2.1.2 for definition and how to measure. Grade of Service (Call Blockage) is the proportion of calls that cannot be completed during the busy hour because of limits in the call handling capacity of one or more network elements. For example, 0.01 indicates that 1 percent of the calls not being completed (1 out of 100 calls).
EIS%20RFP%20Section%20C%20Voice%20extract%202015-06-12.docx