1. 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

2. 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),

3. 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),

4. 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),

5. 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

6. 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),

7. 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.

8. 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

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

10. 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 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),

11. 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),

12. 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),

13. 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),

14. (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),

15. 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),

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

17. BACKUP SLIDES

18. 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),

19. 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),

20. 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 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),

21. 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),

22. 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),

23. (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),

24. 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),