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Vendor Performance Monitoring

Vendor Performance Monitoring is a very complex process. This module provides the ability to monitor contract performance based on quantitative and qualitative metrics using defined and expected deliverables, agreed contract pricing, quality of products provided and/or services rendered and customer service support. The solution provides consistent monitoring and continual assessment for both, current contracts, resulting in better execution, and future solicitations, allowing for better supplier selection. It has the ability to build, deploy and analyze detailed surveys for contract and vendor performance across contracts. Analytic reports provide a view for cost and ongoing risk assessment (price, delivery and quality), supplier performance across all contracts, and quality assessments. Standard reports provide insight to detailed and analytical contract performance.

The overall performance metrics is normally a weighted function of several other metrics. In addition, the performance of a vendor is measured at the beginning of the contract, several times during the contract period and at the end of the contract. The performance is dependent on survey results from the end users of services, scopes, deliverables and compliance with specific contract clauses. Sysoft eRFP multi-version (version 7.0) evaluation tool is reconfigured to perform this complex task. Statistical tools are employed to develop trends and inferences in vendor performance scorecards. Surveys are completed by the different types of end users, the contract administrators, and the optionally by the vendor (self assessment). For example, at HCC, Tampa, Florida, vendor performance for the custodial service is being monitored across seven campuses/facilities. It is using Sysoft’s well-recognized proposal evaluation tool to conduct the survey, and compile the results. The surveys in each campus are being filled in by different people (students, facility managers, faculty, contract administrators). The surveys can be very complicated based on weighted performance criteria and sub-criteria. The system compiles all data across all the campuses, and generates a comprehensive vendor performance metrics for the vendor. The system facilitates in pointing out specific deficiencies. The performance metrics is recalculated through resurvey after the cure period. The infrastructure facilitates documented communication with the vendor, vendor feedbacks, and vendor responses.

Sysoft eRFP Contract Management System is at work at HCC in Tampa, Florida. The entire Contract Management Database of HCC is being managed through the Sysoft eRFP Contract Management module. HCC was founded 40 years ago, has an annual enrollment of more than 43,000 students, and an annual economic impact of $1.6 billion on the community.

HCC has four primary campuses, two learning centers, a district office building and corporate training center on Davis Islands, and two environmental centers.

1. BRANDON: Located centrally in the county Home to associate in arts programs

2. DALE MABRY: Largest campus, located across from Raymond James Stadium Home to health sciences and technology

3. PLANT CITY: Located in the eastern end of the County Home to agriculture, environmental technology

4. YBOR CITY: Located in Tampa’s historic Latin Quarter. Home to public safety employees and the visual and performing arts nursing, and skilled trades programs

5. DAVIS ISLANDS: Central administration office and corporate training center

6. MACDILL AIR FORCE BASE: Learning center

7. RUSKIN: Learning center

8. English Creek: Environmental Center

9. Cockroach Bay: Environmental Center

It provides post implementation activities of the contract lifecycle management process beginning at contract execution through contract maintenance. The solution facilitates capturing key contract data, terms and conditions, specific clauses, performance metrics, and penalties. It interfaces with existing contract database and authoring tools. It maintains a library and set of templates. The solution has the analytical and reporting capabilities to ensure compliance with the various terms and conditions of the contract. It maintains reference between originating contract and the new, amended, renewal and extension, thus providing the ability to inherit metrics from previous contracts. The system also provides the ability to track scope and deliverable changes to a contract. Contract administrators can choose measurable items from Service Level Agreements and Contracts, such as levels of availability, serviceability, and performance such as fill rates. It can monitor pricing agreements within a Contract for goods and services and report on variance. The solution has the ability to schedule monitoring sessions through meeting notices, upload meeting minutes and action items for monitoring/feedback sessions. It also has the ability to raise and resolve issues with vendors, document and address vendor disputes and devise/setup a vendor performance improvement plan. The system builds, deploys, and analyzes surveys for contract and vendor performance across contracts. It facilitates inheritance within referencing contracts such as insurance certificates and solicitation data across all contracts. It enables infrastructure for comparing clauses, terms and conditions across contracts.

Example of a Sample Multi-Facility Vendor Performance