Two perceptions of software maintenance performed by on-site contractor

ABSTRACT

Software maintenance is a difficult task under the best of circumstances. Having work performed by an on-site contractor adds an additional layer of complexity to the customer's task. This type of relationship places greater emphasis on formal work procedures and detailed reports of the work in progress. It also promotes the use of performance norms for evaluating contractor performance. These factors are all on the positive side. However, such a relationship also calls for a special awareness of contractor ploys calculated to increase their performance evaluation.

From the contractor's point of view, being on-site imposes a more disciplined environment and places special importance on the manner and means of dealing with the customer. Another special feature is that the contractor receives formal feedback from the users, through periodic performance evaluations, indicating how well the software maintenance group measures up to expectations.

This paper describes the lessons learned by one customer and one on-site contractor.

REFERENCES

• 1: Office of Management and Budget Circular A-76. This circular has been incorporated into the Federal Acquisition Regulation as Subpart 7.3, effective April 1, 1984.