Service Delivery Summaries UNCLASSIFIED UNCLASSIFIED Program Executive Office Special Operations Forces Support Activity (PEO SOFSA) Trusted Experts for SOF Logistics Service Delivery Summaries Chris Groves Contract Price/Cost Analyst Special Operations Forces Support Activity

Service Delivery Summary (SDS) What an SDS is: A snapshot of critical items in your task order The minimum that the COR will inspect A starting place for the QASP What an SDS is not: A list of every task the Contractor will perform A place to add new requirements A free pass to fail A limit on inspection Environment SOF works in (where it's dark),

Service Delivery Summary (SDS) When it is used: Services What it tells the Contractor: What the customer thinks is critical The minimum standard for acceptance The flexibility of the Government At what point they have failed Environment SOF works in (where it's dark),

Service Delivery Summary (SDS) What it looks like: A five column table Identifying Number Performance Requirement SOO/PWS Reference Performance Objective (Performance Goal) Performance Threshold (Minimum Performance) Environment SOF works in (where it's dark),

Service Delivery Summary (SDS) Performance Performance Performance SOO/PWS Threshold SS# Objective Requirement Reference (Minimum (Performance Goal) Performance) Unique What is being Where the Contractor The standard they are When the Contractor Identifier measured. can find the task. expected to meet. has failed. • Be specific • Required • What is needed • Customer’s Environment SOF works in (where it's dark), • Be brief • No new tasks • When it is needed flexibility • Must be in SOO • Be specific • Exceeding = • Be brief Failure • 100% goal

Service Delivery Summary (SDS) Tips Look for loopholes and close them Always verify the SOO/PWS Reference References can change after a document edit Avoid percentages when you can Harder to administer More room for error Almost always a better way of writing the threshold Environment SOF works in (where it's dark),

Service Delivery Summary (SDS) When to Use Percentages Required by regulation The COR can and will do calculations No reasonable way to avoid When to Avoid Percentages Not required by regulation A hard number will do Calculations are timely Room for error Confusing or easily manipulated Percentages are risky! Percentages give an opportunity to pick the areas to fail.

Service Delivery Summary (SDS) Percentages What the threshold says* What the Contractor Sees What the COR has to do Deliver all reports by the 10 th I can be late 10% of the time. If I Count all monthly reports, 90% of the time. deliver by the 10 th working day, calculate 90% and compare to that’s OK. actuals. Deliver all reports as one I have to deliver by the 10 th If they’re late, they’ve failed. package NLT the 10 th calendar calendar day. I cannot be late day of the month. No more than unless the Gov’t caused the zero contractor - caused delays. delay. Environment SOF works in (where it's dark), Deliver all reports NLT the 10 th I have to deliver by the 10 th Verify that all reports are on calendar day of the month. No calendar day. The Gov’t is a little time. If one report is late this is more than one discrepancy per flexible; Only one report can be noted. Any more than one late month. late during the month report is unacceptable performance. *Summary of all parts of SDS – Not actual threshold wording

Service Delivery Summary (SDS) Exercises & Examples Environment SOF works in (where it's dark),

Incorrect Correct or Incorrect Performance Objectives Para Performance Threshold On time delivery of Production Units. 4.1.1, 4.1.2,4.1.3 To be considered successful the contractor is required to deliver the 15 upgraded testers on or before the approved scheduled delivery date. Monthly Status Reports (MSR) delivered on time and Government comments are incorporated. 4.8 The contractor can deliver 1- 5 MSRs on the delivery date to be considered successful. The required delivery date is the 10th of each month. The Government’s comments must be incorporated and MSR resubmitted within 5 working days after receipt of comments. Acceptance Testing 4.1.1, 4.1.2, 4.1.3 100% successful passing acceptance testing Because… - Incorrect Format - Wordy - Wiggle Room Environment SOF works in (where it's dark),

Correct SS# PERFORMANCE REQUIREMENT SOO Ref OBJECTIVE (Performance Goal) THRESHOLD (Minimum Performance) 1 Timely delivery of production units 4.1.1 4.1.2 - All upgraded testers delivered on or before the approved scheduled delivery date No more than discrepancies. 2 Timely delivery of Monthly Status Reports (MSRs) 4.8 - All MSRs delivered NLT the 10th calendar day of the month - Government comments incorporated within 5 business days after receipt of comments No more than discrepancies per month. 3 Acceptance Testing - Government approval of all acceptance tests No more than zero deficiencies. Environment SOF works in (where it's dark),

Correct or Incorrect Incorrect Because… - Incorrect format Performance Objective AQL Standard Assessment Approach Forecasting Accuracy +/- 5% and +/- $50,000 variance EVMS gathered variance is reported when a +/- 5% and +/- $50,000 variance occurs between the monthly forecasted cost and the actual cost for that month Cost Performance Index Blue, Green, Yellow, Red EVMS monthly reported CPI of budgeted cost of work performed (BCWP) divided by actual cost of work performed (ACWP) Blue     1.10 < CPI Green  1.00 < CPI < 1.10 Yellow  0.90 < CPI < 1.00 Red      CPI < 0.90 Schedule Performance Index EVMS monthly reported SPI of budgeted cost of work performed (BCWP) divided by budgeted cost of work scheduled (BCWS) Blue     1.10 < SPI Green  1.00 < SPI < 1.10 Yellow 0.90 < SPI < 1.00 Red     SPI < 0.90 Because… - Incorrect format - Not SDS material Environment SOF works in (where it's dark),

Correct or Incorrect Incorrect Because… - Wordy - Incorrect format Deployed Performance Objective AQL Standard Assessment Approach Aircraft Maintenance: Provide all prime mission and support equipment servicing to meet or exceed established standards. Reference: PWS Paragraph 1.8.2 Mission Capable Rate: Each> 86%  Total Not Mission Capable for Maintenance Rate: Each< 15%  12-Hour Fix Rate: Each > 69%  Total Abort Rate: Each< 9%  Break Rate: Each< 15%  Cannibalization (CANN) Rate: Each < 4% Repeat/Recur: Each < 7% Parts/Equipment: Due In From Maintenance (DIFM) turn in times = 24 hours for 2-level components and five calendar days for all others. Inventory Accuracy Rates: Nonexpendable Equipment: > 99% Repairable: 100% Consumables: > 97% Performance is acceptable when the performance standards are met over a 30 (consecutive) day period. Each period is rated independently of all other periods. All other standards will be used to the extent that sound management has been applied within the contractor’s control. Examples: Sound management: Exceeding the 4% CANN rate to meet or exceed MC 86%. Lack of Sound Management: Exceeding the TNMCM rate while failing to track, maintain, and report current status. Sound management: Aggressive efforts to obtain required assets from other locations, when spares kits lack parts Because… - Wordy - Incorrect format - Confusing Environment SOF works in (where it's dark),

(Minimum Performance) Correct or Incorrect Correct SS# PERFORMANCE REQUIREMENT SOO OBJECTIVE (Performance Goal) THRESHOLD (Minimum Performance) 1 Timely incorporation of engineering data updates and revisions 3.11.6 All updates and revisions incorporated NLT 90 days after notice and prior to delivery Safety-related updates and revisions incorporated immediately No more than two discrepancies per month for general updates. No more than zero discrepancies for safety revisions. 2 Provide a quality failure reporting, analysis, and corrective action system (FRACAS) to monitor performance, and timely report and correct failures 3.15.7 Develop a FRACAS process that provides early detection and correction of failures IAW with the identified timelines. No more than one discrepancy per month. Because… - Correct format - Clearly stated - Avoid %’s Environment SOF works in (where it's dark),

Correct Correct or Incorrect Because… - Correct format SS # Performance Requirement SOO Performance Objective (Performance Goal) Performacne Threshold (Minimum Performance) 1 Adherence to the contractor-maintained Integrated Master Schedule (IMS) 3.3 3.6 Maintain USG-approved schedule within 14 business days of the critical path identified in the IMS. No more than zero discrepancies. 2 Timely and accurate delivery of critical reviews (SSR, PDR, CDR, IBR) 3.4.1 Critical reviews are complete and accurate. Corrections are submitted NLT the fifth (5th) working day after request. No more than three minor discrepancies per review. No more than zero major discrepancies per review. 3 Timely delivery of data deliverables ALL Data deliverables are complete, accurate, and on time. No more than two minor discrepancies per deliverable. No more than zero major discrepancies per deliverable. No more than three late submissions over the program. DEFINITIONS: Minor: Typographical Errors Grammatical Errors Minor Omissions Major: Misleading Information Incomplete Package Assessments Poorly Defined Because… - Correct format - Clearly stated - Avoid %’s Environment SOF works in (where it's dark),

Questions? Environment SOF works in (where it's dark),

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Service Delivery Summary (SDS) SS# Performance Requirement SOO/PWS Reference Performance Objective (Performance Goal) Performance Threshold (Minimum Performance) Unique Identifier What is being measured. Where the Contractor can find the task. The standard they are expected to meet. When the Contractor has failed. Be specific Be brief Required No new tasks Must be in SOO What is needed When it is needed 100% goal Customer’s flexibility Exceeding = Failure Environment SOF works in (where it's dark),

Service Delivery Summary (SDS) Percentages What the threshold says* What the Contractor Sees What the COR has to do Deliver all reports by the 10th 90% of the time. I can be late 10% of the time. If I deliver by the 10th working day, that’s OK. Count all monthly reports, calculate 90% and compare to actuals. Deliver all reports as one package NLT the 10th calendar day of the month. No more than zero contractor-caused delays. I have to deliver by the 10th calendar day. I cannot be late unless the Gov’t caused the delay. If they’re late, they’ve failed. Deliver all reports NLT the 10th calendar day of the month. No more than one discrepancy per month. I have to deliver by the 10th calendar day. The Gov’t is a little flexible; Only one report can be late during the month Verify that all reports are on time. If one report is late this is noted. Any more than one late report is unacceptable performance. Environment SOF works in (where it's dark),

Incorrect Performance Objectives Para Performance Threshold On time delivery of Production Units. 4.1.1, 4.1.2,4.1.3 To be considered successful the contractor is required to deliver the 15 upgraded testers on or before the approved scheduled delivery date. Monthly Status Reports (MSR) delivered on time and Government comments are incorporated. 4.8 The contractor can deliver 1- 5 MSRs on the delivery date to be considered successful. The required delivery date is the 10th of each month. The Government’s comments must be incorporated and MSR resubmitted within 5 working days after receipt of comments. Acceptance Testing 4.1.1, 4.1.2, 4.1.3 100% successful passing acceptance testing Because… - Incorrect Format - Wordy - Wiggle Room Environment SOF works in (where it's dark),

Incorrect Because… - Incorrect format - Not SDS material Performance Objective AQL Standard Assessment Approach Forecasting Accuracy +/- 5% and +/- $50,000 variance EVMS gathered variance is reported when a +/- 5% and +/- $50,000 variance occurs between the monthly forecasted cost and the actual cost for that month Cost Performance Index Blue, Green, Yellow, Red EVMS monthly reported CPI of budgeted cost of work performed (BCWP) divided by actual cost of work performed (ACWP) Blue     1.10 < CPI Green  1.00 < CPI < 1.10 Yellow  0.90 < CPI < 1.00 Red      CPI < 0.90 Schedule Performance Index EVMS monthly reported SPI of budgeted cost of work performed (BCWP) divided by budgeted cost of work scheduled (BCWS) Blue     1.10 < SPI Green  1.00 < SPI < 1.10 Yellow 0.90 < SPI < 1.00 Red     SPI < 0.90 Because… - Incorrect format - Not SDS material Environment SOF works in (where it's dark),

Incorrect Because… - Wordy - Incorrect format - Confusing Deployed Performance Objective AQL Standard Assessment Approach Aircraft Maintenance: Provide all prime mission and support equipment servicing to meet or exceed established standards. Reference: PWS Paragraph 1.8.2 Mission Capable Rate: Each> 86%  Total Not Mission Capable for Maintenance Rate: Each< 15%  12-Hour Fix Rate: Each > 69%  Total Abort Rate: Each< 9%  Break Rate: Each< 15%  Cannibalization (CANN) Rate: Each < 4% Repeat/Recur: Each < 7% Parts/Equipment: Due In From Maintenance (DIFM) turn in times = 24 hours for 2-level components and five calendar days for all others. Inventory Accuracy Rates: Nonexpendable Equipment: > 99% Repairable: 100% Consumables: > 97% Performance is acceptable when the performance standards are met over a 30 (consecutive) day period. Each period is rated independently of all other periods. All other standards will be used to the extent that sound management has been applied within the contractor’s control. Examples: Sound management: Exceeding the 4% CANN rate to meet or exceed MC 86%. Lack of Sound Management: Exceeding the TNMCM rate while failing to track, maintain, and report current status. Sound management: Aggressive efforts to obtain required assets from other locations, when spares kits lack parts Because… - Wordy - Incorrect format - Confusing Environment SOF works in (where it's dark),

(Minimum Performance) Correct SS# PERFORMANCE REQUIREMENT SOO OBJECTIVE (Performance Goal) THRESHOLD (Minimum Performance) 1 Timely incorporation of engineering data updates and revisions 3.11.6 All updates and revisions incorporated NLT 90 days after notice and prior to delivery Safety-related updates and revisions incorporated immediately No more than two discrepancies per month for general updates. No more than zero discrepancies for safety revisions. 2 Provide a quality failure reporting, analysis, and corrective action system (FRACAS) to monitor performance, and timely report and correct failures 3.15.7 Develop a FRACAS process that provides early detection and correction of failures IAW with the identified timelines. No more than one discrepancy per month. Because… - Correct format - Clearly stated - Avoid %’s Environment SOF works in (where it's dark),

Correct Because… - Correct format - Clearly stated - Avoid %’s SS # Performance Requirement SOO Performance Objective (Performance Goal) Performacne Threshold (Minimum Performance) 1 Adherence to the contractor-maintained Integrated Master Schedule (IMS) 3.3 3.6 Maintain USG-approved schedule within 14 business days of the critical path identified in the IMS. No more than zero discrepancies. 2 Timely and accurate delivery of critical reviews (SSR, PDR, CDR, IBR) 3.4.1 Critical reviews are complete and accurate. Corrections are submitted NLT the fifth (5th) working day after request. No more than three minor discrepancies per review. No more than zero major discrepancies per review. 3 Timely delivery of data deliverables ALL Data deliverables are complete, accurate, and on time. No more than two minor discrepancies per deliverable. No more than zero major discrepancies per deliverable. No more than three late submissions over the program. DEFINITIONS: Minor: Typographical Errors Grammatical Errors Minor Omissions Major: Misleading Information Incomplete Package Assessments Poorly Defined Because… - Correct format - Clearly stated - Avoid %’s Environment SOF works in (where it's dark),