Exhibit E. -- Performance Measures

Note: The ED Internet Working Group (IWG) will filter customer comments/complaints, participate in periodic inspections, and serve as an interface between the overall customer community and this contract. The IWG will have access to the SOW provisions and will be issued guidelines for evaluating contractor performance. The government will give greater weight to periodic inspections (60%) than customer comments/complaints (40%) where both methods of surveillance are listed for an item below.

Task/Required Service	Performance Standard	Method of Surveillance
Task 1 -- Document Preparation
Document Updates/ Conversions	98% of document updates/conversions completed and posted on ED site within 1-5 working days, or by extension date if mutually agreed upon by contractor and ED for individual update/conversion. Document updates/conversions contain, where applicable, working links/applications/forms; meet ED standards and guidelines; and comply with English spelling and grammar rules. On average, no more than 1 error is detected per document.	Periodic inspection/

customer comments
New Documents and Collections	95% of draft work plans for new documents and collections completed within 2 weeks. 95% of final work plans completed within 1 week. 95% of new documents and collections completed and posted on ED site by deadline specified in final work plan. New documents and collections contain, where applicable, working links/applications/forms; meet ED standards and guidelines; and comply with English spelling and grammar rules. On average, no more than 1 error is detected per document.	Periodic inspection/

customer comments
Templates	95% of templates completed and accessible to data preparers on ED site upon same completion date specified in final work plan for corresponding new document or collection. Templates meet ED standards and guidelines.	Periodic inspection/

customer comments
Document/Link Maintenance	98% of all dead/broken links are reactivated, removed or otherwise resolved within 1 working day. 95% of expired documents are removed/archived within 2 working days.	Periodicinspection of site management system/random sample
A 5% deduction will be taken from the task's monthly billing for each criterion not met within this task.
Task 2 -- Information Application Development and Maintenance
1) Initial planning meetings

95% of initial planning meetings on new requirements and modifications to existing applications held on time and attended by appropriate contractor staff, unless delayed by ED.	Compare logged request date with logged meeting date and attendee list.
2) Management/ work plans	95% of draft and final management/work plans delivered on time.

95% of management/work plans accepted by ED after contractor incorporates ED comments on first draft.	Compare actual vs. scheduled delivery date

Compare number of final plans that require further changes to total number of plans
3) System

Life-cycle

Documentation	95% of documentation items in agreed upon management/work plans delivered on time.

95% of documentation complies with ED and Federal standards and guidelines.	Compare actual delivery vs. agreed upon management/ work plan
4) New Applications	95% of new applications meet stated requirements, pass initial acceptance testing, and do not require significant corrections.	Acceptance testing log; compare actual vs. scheduled acceptance date
5) Maintenance of existing applications	95% of routine maintenance activities are completed on time and meet stated requirements.	Compare actual vs. scheduled delivery date; acceptance test outcome.
6) Data/ information preparation	95% of data/information preparation assignments are completed on time.

Data preparation error rate does not exceed 2 errors per 100 records.	Periodic inspection; customer comments.
7) Acquisition and Implementation Plans	95% of submitted acquisition and implementation plans are accepted by ED with minor or no changes.

95% of accepted plans are carried out to implementation without major problems or revisions.	COTR logs.
8) White Papers	95% of submitted white papers are submitted on time and meet the stated requirement.	COTR logs.
A 5% deduction will be taken from the task's monthly billing for each criterion not met within this task.
Task 3 -- Discussion and Collaboration Application Development and Maintenance
Items 1-5 and 7 same as Task 2.
Troubleshooting/ problem resolution.	98% of problems reported by sponsors and participants in discussion and collaboration applications are addressed within 2 working days. 98% of problems are resolved within 5 working days.	Periodic inspection; customer comments.
New Listservs and Forums	95% of listservs and forums are created and configured in accordance with sponsor's specifications within 4 working days of receipt of specifications.	COTR logs; sponsor inspection and comments.
A 5% deduction will be taken from the task's monthly billing for each criterion not met within this task.
Task 4 -- System Evaluation, Performance Monitoring, and Continuous Improvement
Annual System Evaluation	100% delivered on time and respond to stated requirement.	COTR logs.
Content Management	98% of dead/broken links are corrected or removed within 1 working day.

98% of errors are detected and corrected on test site before material is posted on live site.

No more than 2 files per month are corrupted, mistakenly deleted, or replaced with older versions on the live site.

Tickler reports identifying material that should be updated or removed are provided to data providers on schedule.	Periodic inspection; customer comments.
Performance Monitoring/ Problem Resolution	System availability exceeds 98%. Problems are promptly addressed and resolved.

Customer response time does not exceed 10 seconds per Web page for reasons under the contractor's control.	Periodic inspection; usage logs; customer comments.
A 5% deduction will be taken from the task's monthly billing for each criterion not met within this task.
Task 5 -- Training
Training/briefings provided for wide range of audiences (data preparers, process owners, user community)	90% of data preparers pass proficiency test at end of class; 80% must pass follow-up test 1 month after training.

75% of data preparers using online training materials pass self test administered at end of course.

Information from briefings for user community is posted to Internet within one week of event 95% of time.	Data preparers tests graded by ED/Training Development Center (TDC) -- both classroom and on- line.

Surveys to evaluate courses/ briefings for process owners and user community.

Random evaluation of training.
Delivery of approved course curriculum	2 months after award in year 1 of contract; at beginning of fiscal year (10/1) in remaining years of contract.

95% of documents delivered by due date agreed on with ED/TDC.	ED/TDC receives documents.
A 5% deduction will be taken from the task's monthly billing for each criterion not met within this task.
Task 6 -- Technical Support
Help Desk	95% of callers receive acknowledgment of request/question within 1 working day. 95% of requests/questions are resolved within 5 working days.

Periodic inspection/

customer comments.

Intractable requests/questions can be discarded from measurement by mutual agreement of ED and contractor.
A 5% deduction will be taken from the task's monthly billing for each criterion not met within this task.
Task 7 -- Interface and Coordination
Webmaster and other system-wide email accounts	95% of customer inquiries are properly handled within 2 working days. Contractor responds accurately to technical inquiries and routine questions about information on the site 95% of time. Contractor forwards other questions to appropriate offices and experts and notifies customer 95% of time.

Periodic inspection/

customer comments.

Intractable requests/questions can be discarded from measurement by mutual agreement of ED and contractor.

Contractor is not responsible for responsiveness of other parties to whom items are properly forwarded for response.
A 5% deduction will be taken from the task's monthly billing for each criterion not met within this task.
Task 8 -- Security
Site Security -- Prevention	No unauthorized penetrations to the site that cause alteration of site content or compromise private information.	Observe site and check files daily.
Site Security -- Recovery	No more than 4 hours downtime to restore the site to operational status after a security incident, excluding downtime attributable to factors that are not under the contractor's control.	COTR and OCIO logs.
A 5% deduction will be taken from the task's monthly billing for each criterion not met within this task.
Task 9 -- Reporting
Monthly Status Report	95% delivered on time.

Identifies all significant accomplishments, outstanding tasks, and pending problems.	COTR log.
Usage Statistics Online	95% of the time complete and accurate month-to-date statistics are available online by 10:00 a.m. the following day.

95% of the time complete and accurate end-of-month statistics are available online by the fourth workday of the following month.	Periodic inspection.
A 5% deduction will be taken from the task's monthly billing for each criterion not met within this task.
Task 10 -- Task Orders
To be defined in individual task orders
Task 11 -- Transfer of Activities
Startup Activities	Contractor completes all startup activities defined in the contract or identified during transition meetings.	COTR log.
Project Closeout Plan	Contractor delivers closeout plan on schedule which adequately addresses contract requirements for project closeout and deliverable submission.	COTR acceptance of submitted plan.
Closeout Activities	Contractor completes all closeout activities defined in the closeout plan or identified during transition meetings.	COTR log.
A 5% deduction will be taken from the task's monthly billing for each criterion not met within this task.