..

,EBJ'OItM4NCE API8 AWARDPDfLAN

..

fUmisf)ed! tIIgII Teetlh,ltgr ellru.c:emeIIl£qt !p ... nt

sareIY, COIliile Illy liliiii effectIveiJ .. _ tile KTl!£.

.:In~ m~

f'I!IMded COIJetIitVe malntllltlllll.te totetum tile ",1'111 ,.~nt_"'ttice liliiii .. .... d&lIi:e .... -..'IIi!rnt ~ .... , JIII.IIIS.

0I$bIIDet walt tlJnesllall ~ !lID .... than tIie ... SIll 1 •• In attacIunIInt.

IIUiIfIIlII, GallS sba8 able to _Ii. d,,,:dly

9O"lI. of tile .SIIiiUlirll'lI dE Witt .\:dIUIS.

logboQIcs n:<l!N'ds en a regI'''' sdleduIed _So

. CIIlItomer SIiIfVeYS after Mal 7' '.** performed

ReW:tJof~ illiI~ i .t1I!i liliiii .. iice "_lGIIIrcldIIlB ail trouble datab __ a regI.IIady sdleduled IIasIs.

~ survevsaftW fIIaIntenaitce perfom ....

IIys'I,.dlzed . 0 .... cpIe!illOnll ~ periodically cIbrInIJ tile _MIll.., __ to track

.... ft1i aI_51,.,illllllll training DutCOI nes

...... aJjI;:ewlll .. 1II 1• 1.'I!>' stendardfUd: ..,un .'IIS ...... lisb!Ief piIIllli1l4lalfrduFlrig the

IS:: -- to track deveIOp""-outcomes.

Sheets liliiii ~customet_~

..

He~ than l00'!!> of Oil' I I1IIIr's voice I1I11II sillslllweIf" ar.st,.eIl wIIMft_ .hour period of -. He ... than l00'!!> of seI'VIte

~""caIIed bade 4D the custl mer •

.. tIIISfIIayed on a near.;eaf_1IIIsIs.

.............. reaclyfw

.. -11IIi_taIIon wIIMft 3 __ .. "clnIloICilUol1

~-.,...._be~ ."iII ....... the _rt __ "'''.5. In no IYIOI'Il tIIaII 5 -1cdare.

=,:::i==~

ReYlewofr.h,I1I· •• cciI , ............ , .iU-,IdIIIn ..... OIta ~bII!Is.

() 5' •• "'.,$." ·1 .... wortc 15".'.1'

~lntlle ~ of this

..

/IC least ... Of fjn)gI1Im ~ schedullllIfId petrormanr:e objedlves are ..........

"

4t .... ~.1lC)1a&r , ••. 5 _III .. g days after ..

end of tile reporting II»fIII,.

on a montIIIy basis.

... "dAy ~ sdIIIduIe .. stlItusteviews. .

~ peI'for.A\IIIJ1Ce ___ IIIdlllll1l9

..... b ..... ~~· __ t . cllliIIIIor ~ ... , ..... " ....... .. Il ilt .. IiI ...... ..... a J~ • __ liMa. .,

..

0Ist0nIIr$ WlIit ... .,.1eIs tIIaIt_ .... .... ot!tIetIoIIIII .,..1IiiIIIJ ., all

'"all''' of Ifft!I!' is", to tit greamr than the sUillIIant.

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_ ....... tlllltofthe ptoyaM ..

Pm ...... m cost, ~fl{esand ~are

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I. die I\Ci",Flltitllll •• __ e If , - .. eat.,. CIa nig' 'I'feft; DIII_ te elllrif1tt.. .. tb kslllMl . to"" •• " ........... fkrrnc ..

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. n.isa.·II.,.'t .... Aat·"c.tJAt.'fCtI,I. i.·n ............ .. ;ear If' tIi" IiIII Iii ••• _c. ... g ... , .....

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<>te.atie .. ; • .. 'guaIR •.

. "-"-... ~ ......... .

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~ .... :lDf:asuiearat,le It iii&. •

. Tllisr... pe. HI pIii..-" .. dI,..d 11 I.IetteIrRfteettlle ."....tioIIs OUM. BelpDesk"'P~MI •• """"t_.~evaiu. pel"' ...

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mil .• tiIIQedtS

. F«in "Ce·~ if" r 1liIIja" tWlleli iBl ......

CltHgeNetes:IaIlCI''''U Ii .It ..... ..,. iaceSt.iI.&rd,d.e9t%ft.:· ~ged .. 85% ....... 1111111. td .............. above.;

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hlaca,

I'e1fonQance cxceedsthe iIIlfJ:iuillaJ :.en....,...,

~~)II9Viaed within .......... 1ime liaiBB

0. ..... : ailer" . iii.'" t ..... 1IIId.. III '.:.01' II •• ~edI'II" r I ,,,....iIiMIe ... daePerfo ..... ce~

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".,11IIi1 to ItequeIIts lit "Ira"'lg

Cen1ral TJajpjllg~ Libraly

T ........ -3·

.o, .... ~t

PerceD'I:

)tedN .... I

measuraaeut d;lfaik .•. ' .

p~J.1IIleis .. SlIIII.nI ...... ts. ••

a.' ... N"'~I:1'hisin __ ""'''A'''''''U,,~ TIUS . PeI'f'ormuftRe.., .. _tw. ..... ' ............ "'Ii'" 'tig"e .. ire. liIi .

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O'liINeCes:-nu.iII.-...,_.,. ••• tOA ...... eat.Ut.TC~"-'- -

... It •••• p ...... ewi.ral.lil1eWteru.ed......II ... t"s. lis ... _~c.I._J.Ii.hdioB. - . - . -

Glifn

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.• sia_IiJ" II C

Petceat.p:

PedbmlllneC". «I i I fils 1hc

CIutIIIge NeIix::'IlIII.is.~ Nil. a ... "Afi •• I.UtoTc...... JIkw. " . Pe.~ InltetJti:: RiID ....... IMtier •• titiufueSsMaa t. II's'" e ..... ice .... ' W ••• kpreeesa .

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ofillvoil:e . »\i ... ttwl'iCaId ...... 81: .... __ ..

SIft _"Ie ... ,- 'ih, .,:u,; Ik, Isa.'H .• aId . ~;

Nota: NarPe ....... a' Rq .............. IIeakr·., • ... ~K . PlC_ulli ...

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..... bepCf.~aa leq .......... ,ea. Il¢'It '. . .'

• costs .~ • quaIit,,.,..tJ. c • pllli.· II!{ • 'm'l '.4&1 ... • rist .... t. >., eat ,.

iuitigatioa,'

• IssaeSan4 ... ·iI' '. ~ck!fed"' •• -J8'D,ided,ilU.U t ... • include, but "'''d' to:

• C9SfS • sd!ulals" • qIJIIIiIy • pel.. II • eustQIJJVs.',· litia

N.;1zs: ......... ueeR» ...... ,s.'~.If."""I,IIU ..... BI. alsa.hnre.hlPIiI. rM li ... M .. d ... : ... .u; 'I'C..f3.136. '

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p.....", ..

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/fl. gill",' ",lilT il.,.ii~; . t_ - - ," _ '" - ," - ," __

IIOb~JI .. ~~ .~.

1M·ftC wiJI 1:..., gev.,., .ltliPI/H)' ,., ....-of_

Notes: Nft. Pefft.t.l1~1e _. 'tbCllllJ4 ...... to belt. nIIect ~ Qali., Assanmee.·

12

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Hi; .p;'p ,Me -1 0,........... t

Pen, ' p:_ CIIqge N.ces:

a uc . II • ., ·soIIeduIecI ~Ip eBBIRPJeYftlJive .' ...... !III s. ~ped~

c.ti ... ~afta­mai .. 1Coi!' ........

ltCl'lliew , I '.e on8 repIar ·basis.lilSilZe~«e . action W8$ takcn. ..

c.t_r~after~ mat_-nee pedOQllfd

c.tc .... times shall be analyzed aaDuauy fer .. in~ prOOnet type.

ucorW .. teldleetc.t-. ... ~ ""~,, omc."M,M .. O.t .. ~ .. tel hllDer. Ac'.I"'te~.""I' .... iIipaeat ........ , .. asNea.,II.'SI" •• U4.,II' ......... Tedl.,.. ... hi.t

- ..... t .......

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