Performance Standards

DRC tracks three key performance indicators for all Qualified Contractors to ensure consistent quality and project outcomes

>98%
OTIF
On-Time In-Full

Projects completed on schedule and within the agreed scope, with all required documentation submitted within specified timelines.

>95%
EIA
Energy Improvement Achievement

Actual measured energy savings as a percentage of the predicted savings from the pre-project energy audit, verified at 1-year post-completion.

>90%
Satisfaction
Customer Satisfaction

Property owner satisfaction rating based on post-project surveys covering workmanship quality, communication, timeliness, and overall experience.

How KPIs Are Measured

OTIF -- On-Time In-Full

OTIF is calculated per project and aggregated quarterly. A project is counted as OTIF-compliant when:

  • Substantial completion is achieved on or before the agreed completion date in the Project Agreement
  • All deliverables specified in the Project Agreement are completed
  • Project completion report and supporting documentation are submitted within 10 business days of completion

Reporting period: Quarterly. Metric: (OTIF-compliant projects / Total completed projects) x 100. Extensions granted by DRC in writing are excluded from the calculation.

EIA -- Energy Improvement Achievement

EIA is measured per project at the 1-year post-completion audit. The metric compares:

  • Predicted savings: Energy savings projected in the pre-project energy audit (ASHRAE Level 3 for commercial/industrial, simplified assessment for residential)
  • Actual savings: Measured energy savings from the post-project ASHRAE Level 2 audit, conducted 1 year after project completion

Reporting period: Per project (1-year post-completion). Metric: (Actual energy savings / Predicted energy savings) x 100. Weather normalization and occupancy adjustments are applied per standard ASHRAE methodology.

Customer Satisfaction

Customer satisfaction is measured through standardized post-project surveys administered by DRC. Surveys cover:

  • Quality of workmanship and installation
  • Communication throughout the project
  • Adherence to schedule and budget
  • Professionalism of the contractor and crew
  • Overall satisfaction with the project experience

Reporting period: Per project. Metric: Average satisfaction score across all survey dimensions. Surveys are distributed by DRC within 30 days of project completion.

Consequences of Underperformance

DRC monitors all three KPIs on an ongoing basis. When a contractor's performance falls below the target thresholds, the following process applies:

1

Performance Notice

When any KPI falls below target for one reporting period, the contractor receives a performance notice identifying the specific metrics and projects involved. The contractor has 15 business days to submit a corrective action plan.

2

Performance Review

When any KPI falls below target for two consecutive reporting periods, a formal performance review is conducted. The contractor meets with DRC's Contractor Liaison to review the corrective action plan, identify root causes, and establish a remediation timeline.

3

Suspension or Removal

When underperformance persists after a formal review, the matter is escalated to Tier 2 (Concerns Officer) under the Issue Escalation Framework. Possible outcomes include additional training requirements, scope restrictions, suspension, or removal of Qualified Contractor status.