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. COR Responsibilities Monitoring Responsibilities Reporting
Monitor contract status, health, actions, and compliance
Receive and review contractor reports and deliverables
Execute Quality Assurance Surveillance Plan (QASP)
Reporting
Monthly Contract Surveillance is conducted in the Surveillance and Performance Monitoring (SPM)
Smart Form: COR Status Report
Environment SOF works in (where it's dark),

3. 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
A focus on outcomes/results not the process
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),

4. 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),

5. 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),

6. 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

7. 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),

8. 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.

9. 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

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

11. Example #1 Performance Standard Acceptable Quality Level
Method of Surveillance
Personnel shall be fully skilled in all job tasks.
100%
Random review of contractor’s work by PBO
Submit Accurate Monthly Report NLT 10th of Month.
98%
Reviews, periodic inspection and customer complaints
Replacement personnel hired within 45 calendar days of notification of departure.
Review of Contractor hiring records
Because…
- Incorrect Format
- Wiggle Room
- Not SDS material
Environment SOF works in (where it's dark),

12. (Minimum Performance)
Example #1
SS#
PERFORMANCE
REQUIREMENT
SOO
OBJECTIVE
(Performance Goal)
THRESHOLD
(Minimum Performance) 1
Monthly status report submission
2.2.2
Submit monthly status report NLT the 10th day of each month.
No more than one late submission per 12 month period of performance. 2
Replacement staffing levels
3.3.3
Replacement personnel hired within 45 calendar days of notification of departure.
No more than zero vacant positions greater than 45 days at any point during the 12 month period of performance.
Environment SOF works in (where it's dark),

13. Example #2 Performance Objective PWS Para Performance Threshold
Quality Assurance
3.0
5.0
The Contractor delivers all aircraft to the customer with no Aircraft Inspection Deficiency Reports received over the period of performance.
Schedule
8.0
The contractor delivers aircraft to the customer in the allotted time on the official delivery schedule with no more than 10% delay attributed to the contractor.
Data Deliverables
12.0
The contractor provided data deliverables in schedule with no more than 2 minor errors and no major error per report. Minor errors are defined as typographical, grammatical, or minor omissions. Major errors are defined as misleading information, incomplete package, assessments that are not clearly defined.
Because…
- Incorrect format
- Percentage
Environment SOF works in (where it's dark),

14. Example #2 SS # Performance Requirement SOO
Performance Objective (Performance Goal)
Performance Threshold (Minimum Performance) 1
Quality Assurance
3.0
5.0
All aircraft delivered in accordance with the official delivery schedule.
No more than zero Aircraft Inspection Deficiency reports over the program. 2
Adherence to official delivery schedule
8.0
No more than one delay attributable to the contractor, per aircraft.
No more than one delay attributable to the contractor over the program. 3
Timely delivery of data deliverables
12.0
Data deliverables are complete, accurate, and on time.
Corrections are submitted NLT the fifth (5th) working day after request.
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
Environment SOF works in (where it's dark),

15. (Minimum Performance)
Example #3
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),

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