hello@peridotit.com
hello@peridotit.com
Quality Support and Dependable Services
We provide expert ITSM and help desk consulting specifically engineered to rescue failing federal IT contracts. When performance metrics slip or agencies issue Cure Notices, we step in to stabilize operations, optimize service delivery, and protect your CPARS rating. By auditing workflows and implementing rapid remediation plans, we ensure your team meets every SLA and restores the government’s confidence in your mission.
Rapid assessment of their current operations to identify why metrics are failing (e.g., poor tier-1 routing, lack of knowledge base, insufficient staffing, broken ticketing workflows).
Rebuilding their help desk processes to align with industry standards so they can hit their contractual targets.
Acting as the subject matter expert to help them write the technical response to the government explaining how the SLA failure will be fixed, and then managing the execution of that fix.
A variety of different services we provide - just for you!
We step in to perform an immediate root-cause analysis and draft the technical Corrective Action Plan (CAP) required to stop a Termination for Default. We provide the roadmap that proves the contract is back under control.
If your SLAs are not meeing contract expectations we audit your entire service desk operation. We identify bottlenecks in ticket routing, eliminate "ghost" tickets, and re-engineer workflows to bring metrics back into green-light compliance within 30 to 60 days.
We align your operations with ITIL 4 standards and optimize your ticketing platform (ServiceNow, Remedy, or Jira Service Management). We focus on Incident, Problem, and Change Management processes to ensure the infrastructure supports the contract’s technical requirements rather than hindering them.
High turnover and slow resolution times are often caused by a lack of documented knowledge. By empowering Tier-1 agents with comprehensive Knowledge Bases to solve complex issues without escalation. By shifting left we reduce the burden on high-cost Tier-3 engineers and significantly lower the overall cost-per-ticket for the contract.
We help contractors stay ahead of their annual performance reviews. We conduct "mock audits" of your IT service delivery to identify potential red flags before the government does. By documenting wins and remediating small issues early, we help you secure "Exceptional" CPARS ratings, which are the lifeblood of winning future federal work.
The first 90 days of a new contract are the most dangerous. We provide "stabilization consulting" for companies that have just won a large IT contract and need to scale their help desk rapidly. We oversee the technical transition, ensuring that staffing, tools, and processes are mission-ready on Day 1 to avoid early-stage performance penalties.
Performance is an essential piece to a successful contract.
Approximately 24% of competitive awards reviewed by agencies explicitly chose to award the contract to a higher-priced offeror because of their superior technical or past performance ratings allowing for a $230 million in price differentials as the extra cost spent specifically to avoid the risk of a lower-rated, lower-priced contractor.
47% of competitive DOD awards, non-price factors (performance and technical) were combined to be weighted as more important than price. Analysis of federal bid protests and source selection records indicated that in nearly 90% of procurements using a "Best Value" trade-off, the agency awarded the contract to the offeror with the highest non-price ratings.
High ratings like "Very Good" or "Exceptional" act as a powerful safeguard for government agencies. Although a lower-priced "Satisfactory" bidder can technically win, selecting them requires a rigorous, formally documented trade-off analysis. To avoid the administrative burden and the risk of a bid protest, source selectors often prefer paying up to a 10% premium for a higher-rated contractor. Strong performance history therefore makes a company the "path of least resistance" and the most defensible choice for an award.
Because source selection officials use CPARS to filter out risky bidders, a single negative rating can effectively blacklist a company from competitive awards for 3 to 6 years. Poor performance data gives agencies a legal "out" to not exercise option years. For a five-year contract, a bad CPARS rating in Year 1 can lead to the cancellation of Years 2–5, resulting in a 80% loss of projected contract value.
A small 1% investment in strategic consulting can position your organization to capture a 25-50x multiplier $10–15M in recompete and new contract opportunities. On a $20M contract, a $300k investment saves $20M in terminal revenue loss.
Let's chat! Send us an email let us know how we can help you with your performance needs.
hello@peridotit.com