41 C.F.R. § 102-117.105

Agencies are required to ensure that TSPs deliver consistent, satisfactory service that meets their transportation needs. At a minimum, monitor—

(a) On-time delivery rates;

(b) Accuracy of billing, including overcharges or undercharges;

(c) Frequency of claims filed;

(d) Shipment rejection rates; and

(e) Responsiveness to shipment tracing requests.