Federal Aviation Administration

Performance Measures

PM # Performance Measure Definition
1 AFSS Customer Satisfaction Rating The resulting survey rating based on a series of questions gauging customer satisfaction with the quality, timeliness, accuracy, customer service, and relevance of overall and specific services received.
2 Conformity Index Score The resulting score based on a standard evaluation process conducted IAW FAA Order 7010.1, Air Traffic Evaluations whereby ratings in a variety of areas equate to conformity index score for each facility evaluated.
2a Customized Information Services Conformity Index Score The resulting score based on an evaluation of customized information services whereby ratings for providing customized information services equate to conformity index score for each service evaluated.
3 Employee Evaluation Index Score The resulting score based on an evaluation process to gauge employee knowledge and skills specific to the flight plan area(s) that a given employee is servicing, with consideration to applicable national orders, certification requirements, and local training procedures.
4 Number of Operational Errors The sum of the operational errors year-to-date, as defined in FAA Order 7210.56, Air Traffic Quality Assurance, attributed to SP performance.
5 Number of Operational Deviations The sum of the operational deviations year-to-date, as defined in FAA Order 7210.56, Air Traffic Quality Assurance, attributed to SP performance.
6 Number of validated customer complaints The sum of total customer complaints directed at SP reported on a quarterly basis and validated through event reconstruction and follow-up efforts.
7 Percentage of calls per day answered within 20 seconds The sum of calls per day directed at SP answered within 20 seconds of connection divided by total calls received per day.
8 Percentage of dropped calls per hour exceeding 20 second wait time The sum of calls per hour directed at SP dropped exceeding 20 seconds of connection divided by total calls received per hour.
9 Percentage of radio contacts acknowledged within 5 seconds The sum of radio contacts directed at SP acknowledged (e.g. pilot instructed to stand-by or hears transmission of controller) within 5 seconds of contact by pilot divided by total radio contacts.
10 Percentage of radio contacts where service is initiated within 15 seconds The sum of radio contacts directed at SP where service is initiated (i.e. SP responds to pilot request) within 15 seconds of contact by pilot divided by total radio contacts.
11 Percentage of error-free flight plans filed The sum of flight plans filed that are processed by appropriate ATC system containing no errors due to SP input (e.g. transposing proposal times, wrong altitude, incorrect identifier) divided by total flight plans filed by SP.
12 Percentage of domestic flight plans filed within 3 minutes of request to file flight plan The sum of domestic flight plans filed by SP within 3 minutes of request to file flight plan divided by total domestic flight plans filed by SP.
13 Percentage of international flight plans filed within 5 minutes of request to file flight plan The sum of international flight plans filed by SP within 5 minutes of request to file flight plan divided by total international flight plans filed by SP.
14 Percentage of urgent PIREPs processed within 15 seconds of receipt The sum of urgent PIREPs processed by SP (i.e. available to other customers requiring PIREPs) within 15 seconds of receipt divided by total urgent PIREPs processed systems by SP.
15 Percentage of PIREPs Processed within 30 seconds of receipt The sum of PIREPs processed by SP (i.e. available to other customers requiring PIREPs) within 30 seconds of receipt divided by total PIREPs processed systems by SP.
16 Emergency Services Evaluation Index Score The resulting score based on an evaluation to gauge SP performance of emergency services in specific instances with consideration to applicable national orders and local procedures.
17 Percentage of overdue aircraft located prior to issuance of QALQ The sum of overdue aircraft located prior to issuance of QALQ divided by total overdue aircraft.
18 Percentage of domestic NOTAMs sent to United States NOTAM Office (USNOF) accepted The sum of domestic NOTAMs sent to USNOF by SP that were accepted (i.e. not “rejected for action” by the USNOF automation) divided by total domestic NOTAMs sent to USNOF by SP
19 Availability of preflight, inflight, operational and special services at national and facility level based upon NAS-SR-1000 requirements The inherent availability of the overall Flight Service functionality for each type of service, i.e., Preflight, Inflight, Operational and S[ecial services on an annual, monthly and daily basis; the inherent availability of the same flight services at each of the SP facilities on an annual, monthly and daily basis, and the number, average and median of outages for the same periods on a national and facility basis.
20 Percentage of calls per day blocked (receiving a busy signal) The sum of calls per day receiving a busy signal divided by total number of calls made per day.

Page Last Modified: 10/05/06 10:51 EDT

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