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Draft Report

Procuring, Managing, and Evaluating the Performance of Contracted TMC Services

An important piece of information requested from the TMCs was how the TMCs managed their outsourcing contracts.  Table 11 shows the procedures used most frequently.  The majority relied on staff-intensive activities:  action lists, submission and review of progress reports, and on-site monitoring.

Table 11.  Survey - Tools Used

Tools Used

Number of Responses

Progress reports

8

Action item list

10

Service tag processing

2

Weekly staff meetings with contracted staff

4

Software tools/applications

5

On-site monitoring

8

Review of invoices

9

Other

2

The TMCs were asked what methods they used to assess performance.  There was a wide range of methods used by the respondents. Table 12 shows the methods given in responses.

Table 12. Survey - Methods Used

Methods Used

Number of Responses

Random sampling/inspection/ monitoring of logs by agency

0

Periodic sampling/inspection/ monitoring of logs by agency

3

Contractor generates performance report after event or service (self-reporting)

3

Contractor generates performance report periodically (self-reporting)

3

Customer surveys

2

Third-party audit of performance

0

Contract incentives or penalties

1

Other

2

Lessons Learned

Page 72 of 97

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