NYC Service Level Agreement

The table below is extracted from New York City’s Request for Proposals to Provide a Bikeshare System in the City of New York, released November 23, 2010.

PIN: 84109MBAD390

EPIN: 84111P0004

View the full Service Level Agreement extract: NY RFP SLA.

View the full Request for Proposals: NY RFP.

Attachment C-17: SERVICE LEVEL AGREEMENTS

Col. 1

Col. 2

Col. 3

Col. 4 Col. 5 Col. 6 Col. 7 Col. 8
Ref. Performance Indicator (PI) PI Description Measurement Tool Measurement Period Units Threshold 1 Threshold 2
PI-1 Overall system functionality Combined total minutes that all Stations are out of commission per week. Central Computer Database Weekly Minutes

Proposer should define Threshold

Proposer should define Threshold

Proposer should define $ value

Proposer should define $ value

PI-2 Stations in service Percentage of Stations in service. Extrapolation from field checks by DOT staff.

Daily

Percentage of Stations

Proposer should define Threshold

Proposer should define Threshold

Proposer should define $ value

Proposer should define $ value

PI-3 Station in service (per Supergrid) Percentage of Stations (per Supergrid) that are in service. RFID-based maintenance logs.

Daily

Percentage of Stations

Proposer should define Threshold

Proposer should define Threshold

Proposer should define $ value

Proposer should define $ value

PI-4 Bicycles in service Percentage of Bicycles in service. Central Computer Database

Daily

Percentage of Bicycles

Proposer should define Threshold

Proposer should define Threshold

Proposer should define $ value

Proposer should define $ value

PI-5 Bicycle cleanliness Percentage of Bicycles that are clean. Extrapolation from field checks by DOT staff. Every 3 days Percentage of Stations

Proposer should define Threshold

Proposer should define Threshold

Proposer should define $ value

Proposer should define $ value

PI-6 Station cleanliness Percentage of Stations that are clean. Extrapolation from field checks by DOT staff. Every 3 days Percentage of Stations

Proposer should define Threshold

Proposer should define Threshold

Proposer should define $ value

Proposer should define $ value

PI-7 Grafitti, “scratch- itti,” sticker removal from Stations and Bicycles Time taken to remove grafitti, “scratch-itti,” and stickers etc. after notification. RFID-based maintenance logs with photo documentation

From the time of notification to Contractor’s resolution

Hours

Proposer should define Threshold

Proposer should define Threshold

PI-8 Snow removal from Stations immediately after snowfall. Time taken to remove snow from Stations after snowfall. RFID-based maintenance logs with photo documentation

From the time of notification to Contractor’s resolution

Hours

Proposer should define Threshold

Proposer should define Threshold

Proposer should define $ value

Proposer should define $ value

PI-9 Snow removal from Stations after street plowing or other. Stations that are free of snow 5 hours after snowfall. RFID-based maintenance logs with photo documentation

From the time of notification to Contractor’s resolution

Stations

Proposer should define Threshold

Proposer should define Threshold

Proposer should define $ value

Proposer should define $ value

PI-10 Bicycle distribution Bicycle/Dock ratio or other method to be defined by Proposer. Proposer should define Proposer should define

Proposer should define

Proposer should define Threshold

Proposer should define Threshold

Proposer should define $ value

Proposer should define $ value

PI-11 Station Removal and Site refurbishment upon DOT request Time taken to remove Stations and  refurbish the site after requested to do so by DOT. Field checks by DOT staff

Daily

Days

Proposer should define Threshold

Proposer should define Threshold

Proposer should define $ value

Proposer should define $ value

PI-12 Immediate Station site physical condition maintenance reports to DOT Timeliness of reports. Receipt of reports by DOT staff Weekly Reports

Proposer should define Threshold

Proposer should define Threshold

Proposer should define $ value

Proposer should define $ value

PI-13 Financial/use and maintenance reports to DOT Timeliness of reports. Receipt of reports by DOT staff Weekly Reports

Proposer should define Threshold

Proposer should define Threshold

Proposer should define $ value

Proposer should define $ value

Would you like to add to the discussion?

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

%d bloggers like this: