Agenda Item   

AGENDA STAFF REPORT

 

                                                                                                                        ASR Control  10-001562

 

MEETING DATE:

11/23/10

legal entity taking action:

Board of Supervisors

board of supervisors district(s):

All Districts

SUBMITTING Agency/Department:

County Executive Office   (Approved)

Department contact person(s):

Satish Ajmani (714) 834-7001 

 

 

Christina Koslosky (714) 567-7529

 

 

Subject:  Annual ACS End User Survey Results (FY 09-10)

 

      ceo Concur

County Counsel Review

Clerk of the Board

Concur

N/A

Consent Calendar

 

 

3 Votes Board Majority

 

 

 

    Budgeted: No

Current Year Cost: $254,609

Annual Cost: N/A

 

 

 

    Staffing Impact: No

# of Positions:

Sole Source: N/A

    Current Fiscal Year Revenue: N/A

    Funding Source: Information Technology ISF 289:  100%

 

    Prior Board Action: June 17, 2008

 

RECOMMENDED ACTION(S):

 

Approve Performance Incentive Award to ACS State and Local Solutions for agreement year 10 ($254,609).

 

 

 

 

SUMMARY:

 

The County of Orange has contracted with ACS State and Local Solutions, Inc. (ACS), for provision of Information Technology and Telephony Services. Contractually ACS is obligated to conduct end user satisfaction surveys to measure ACS’ performance against the County’s expectations. These surveys are to be conducted semi-annually, or more frequently, based on County direction. The County uses the results of the surveys to determine if ACS is eligible for an incentive or subject to a fee reduction based on contractually defined allowances.

 

Conducting the semi-annual survey is ACS’ responsibility, with input and feedback on its scope from the County. The survey is distributed to those Agencies and Departments that utilize ACS services; CEO/IT also responds as it is a significant consumer of ACS services.

 

ACS conducted two end user satisfaction surveys in FY 09-10; the averaged score of these surveys is 3.5. This score entitles ACS to 100% of the incentive pool, which is 1% of the contract value or $254,609.

 

 

 

BACKGROUND INFORMATION:

 

In November 2000, the Board of Supervisors awarded a multi-year agreement to Lockheed Martin IMS, now ACS State and Local Solutions, Inc. (ACS), for provision of Information Technology and Telephony. The contract between the County and ACS contains a provision for an annual cash incentive or penalty based upon the results of contractually mandated customer satisfaction surveys.

 

SURVEY PROCESS

 

The survey process consists of two semi-annual surveys during the fiscal year. The target group consists of Agencies and Departments that receive ACS services, or have ACS staff embedded in their organizations. Approximately 300 County staff were targeted for feedback in each of the two ACS end user surveys; approximately 31% (94 participants in the first survey and 97 in the second survey) responded.

 

ACS hired a third party (Lopez Consulting Group LLC) to facilitate and compile the survey results.

 

Survey results are reviewed by CEO/IT and ACS. Survey participants submitting scores of 1 or 2 are then interviewed to gather more details about the issues involved and to determine if any systemic problems exist that may require remediation. 

 

The survey format is a matrix which rates the quality of the different service offerings on a contractually stipulated scale (ranging from 1-Poor to 4-Excellent). The scores are summarized and averaged for each six-month rating period. The two semi-annual averages are then summed together and averaged to calculate an overall rating for the fiscal year.

 

If the score of all surveys is less than three, the result will be a fee reduction to ACS of one-half of one percent (1/2%) of the annual estimated cost for the contract year. If the rating is 3 or 3.1, no incentive will be earned. A rating of from 3.2 to 3.5 or more will result in an award of between 10% and 100% of the one percent (1%) of estimated contract cost for the year.

 

Rating Incentive Payment/Reduction:

 

Rating

%  of Allowable Incentive Payment/Reduction

Less than 3     

100% of Allowable fee Reduction

Between 3 and 3.1

Not eligible for incentive

Less than  3.2    

10%   of Allowable Incentive

Less than  3.3    

25%   of Allowable Incentive

Less than  3.4    

75%   of Allowable Incentive

Less than  3.5    

100%  of Allowable Incentive

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

HISTORICAL ACHIEVEMENT

 

The following shows the history of the ratings and incentives over the life of the contract to date:

 

 

 

Contract

Year

 

 

Fiscal Year

 

 

Score

% Earned

(of 1% of Estimated Contract

Cost for the Year)

 

Incentive

Amount

1

FY 00-01

(6 mos)

3.2

10%

$4,589.28

2

FY 01-02

3.3

25%

$55,245.41

3

FY 02-03

3.4

75%

$161,321.10

4

FY 03-04

3.5

100%

$214,729.78

5

FY 04-05

3.4

75%

$165,564.58

6

FY 05-06

3.3

25%

$56,871.53

7

FY 06-07

3.2

10%

$23,217.40

8

FY 07-08

-

-

-

9

FY 08-09

-

-

-

10

FY 09-10

3.5

100%

$254,609 (proposed)

11

FY 10-11

TBD

TBD

TBD

 

Note: No end user surveys were conducted by ACS in FY07-08. Only one survey was conducted in FY08-09; ACS’ performance on that survey did not warrant an incentive payment.

 

 

 

FINANCIAL IMPACT:

 

Performance Incentive Award to ACS State and Local Solutions for agreement year 10 is $254,609.

 

 

 

 

STAFFING IMPACT:

 

N/A