Procuring, Managing, and Evaluating the Performance of Contracted TMC Services
The sections above detail how performance measurement can be used to assess contracted TMC services. While not every facet of performance measurement is discussed, enough significant detail is presented that should allow agencies to develop an overall performance measurement framework for assessing contracted services. In addition, information was presented about the development of good measures, major stumbling points within the process, and how to incorporate aspects of performance monitoring such as data collection needs into contractual language.
This final section of the chapter provides a few examples of typical measures that can be considered as part of the family of evaluation measures. These examples are not meant to be representative of the entire set of measures a contract should use, but rather illustrative of the wide range of measures that could be developed specific to an agencies needs and type of contracted service.
In Table 8, the following definitions are used for the column headings:
Area – this is a listing of classification or function that is being outsourced.
Desired outcome – This column answers the question of “What do we want to accomplish as an end result of this contract?”
Required service – This column answers the question of “What task must be accomplished to produce the desired outcome?”
Performance standard – This column answers the question of “What benchmarks should be established for monitoring the activity in terms of areas such as completeness, accuracy, reliability, satisfaction, etc.?”
Monitoring method – What type of monitoring is appropriate for this benchmark? How can we determine that success has been achieved?
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