2-23.1 Measurable Performance Elements

Measuring performance requires the creation and use of performance metrics that allow the quality of a service to be measured. Elements of contract performance that can be assessed include:

• Completeness.
• Cost.
• Availability.
• Capacity.
• Reliability.
• Flexibility.
• Timeliness.
• Responsiveness.
• Security.
• Standards.
• Usability.
• Accuracy.
• Risk.
• Safety.
• Auditability/clear documentation.
• Satisfaction.

There may be a need to modify, add, or remove performance metrics during the lifetime of the contract. It may be too expensive or time-consuming to measure a given element; time and resource implications must be considered. If a metric requires specialized client knowledge, it is imperative to devote the time of an individual or team to the task.