Establishing Standardized Metrics for the Acquisition of Services Pathway

Abstract

The Department of Defense (DoD) relies heavily on contracted services but lacks a standardized, outcome-based framework to assess program health. Current practices emphasize process compliance and obligation rates rather than mission impact, limiting oversight and strategic visibility. This research develops a standardized performance measurement framework for the Acquisition of Services Pathway to improve accountability and decision-making. Using a qualitative design, policy documents were analyzed and 24 interviews conducted with senior DoD and industry stakeholders to identify and validate high-value performance indicators. Stakeholders reconceptualize “service health” as measurable contributions to operational readiness rather than administrative activity. The study validates a “Core-Plus-Tail” governance model and identifies seven foundational metrics covering cost, schedule, quality, customer satisfaction, and compliance, enabling enterprise reporting while allowing category-specific tailoring. The Enterprise Performance Visibility (EPV) model and a Flexible Balanced Scorecard (FBS) are introduced to operationalize this model. Recommendations include updating DoDI 5000.74 to mandate the core set, automating data collection, and piloting a three-tier rollup structure to shift the acquisition culture from compliance to outcomes.