01 - Call Center PWS.pdf

Call Center Services for DeCA

Facilities and Distribution Centers

Performance Work Statement (PWS)

TABLE OF CONTENTS

TABLE OF CONTENTS

1. Scope of Services

1.1. Introduction

1.2. Background

1.3. Objectives

1.4. Work by the Government

1.5. Transition and Phase-In/Phase-Out Periods

1.5.1 Transition

1.5.2 Phase-In Period (90 Days)

1.5.3 Phase-Out Period (30 Days)

1.6. Personnel Administration

1.7. Program Manager

1.8. Quality Control Manager

1.9. Documentation

1.10. Deliverables

2. General Requirements

2.1. Call Center Operations

2.2. Government-Furnished Property (GFP)

2.3. Contractor-Furnished Items and Services

2.4. Personnel and Training Requirements

2.5. Testing and Acceptance

2.6. Security Requirements

2.7. Reporting Requirements ........................................................Error! Bookmark not defined.

3. Performance Requirements

3.1. Call Center Management

3.1.1. Call Categorization and Processing

3.1.2. Call Center Standards

3.2. RMCS Alarm Monitoring and Response

3.2.1. Incoming/Outgoing Telephone & Internet (Cellular Data) Alarming Requirement

3.2.2. Frequent or Reoccurring Alarms

3.3. Test Alarms

4. Special Requirements

4.1. Administrative Requirements

4.2. Release of Information

4.3. Publications and Compliance

4.4. Permits and Licenses

4.5. Emergency, Disaster, and Severe Weather Plan

4.6. Safety Program

4.6.1. Safety Plan

5. Performance Evaluation

5.1. Performance Remedies and Incentives

5.2. Quality Control

5.3. Quality Control Plan (QCP)

5.4. Quality Control Plan Content

5.4.1. Inspection Program:

5.4.2. Deficiency Identification

5.4.3. Deficiency Correction

5.4.4. Documentation and Enforcement

5.4.5. Trend Analyses

5.4.6. Surveillance Methods

5.5. Remedies

5.6. Contract Discrepancy Report (CDR)

5.7. Delivery of Services

5.8. Performance Evaluation Meetings

5.9. Performance Requirement Summary (PRS)

6. Appendices

Appendix 1 - Commissary Facility Locations

Appendix 2 – Acronyms and Definitions

Appendix 3 - Call Center Historical Workload Data Appendix 4 - Risk Assessment Code Matrix

1. Scope of Services

Introduction The Contractor shall provide all personnel, equipment, supplies, facilities, tools, materials, supervision, and other non-personal services necessary to operate a fully functional call center that efficiently supports all designated customers and stakeholders. The call center shall maintain adherence to contractually defined performance measures while ensuring seamless integration with DeCA's maintenance and monitoring systems.

Background The Defense Commissary Agency (DeCA) operates commissaries worldwide, providing grocery products at mandated savings to eligible patrons. DeCA facilities require continuous operational support, including monitoring mechanical, electrical, and electronic equipment to maintain commissary functionality.

The call center shall serve as the central hub for processing maintenance service orders, responding to customer inquiries, and monitoring the Remote Monitoring Control System (RMCS) to ensure timely responses to alarms and notifications. The Contractor shall coordinate DeCA Commissary work request with four (4) facilities maintenance contractors by region responsible for DeCA facility upkeep for U.S. states and territories.

Objectives This contract ensures service requests are correctly routed to the appropriate maintenance teams and emphasizes responsive, high-quality customer service. Key goals include reducing call abandonment, increasing first-call resolution, and delivering a consistent, professional experience. It also supports data-driven decisions through clear reporting, enables timely alarm response via RMCS integration, and improves efficiency through automation and analytics.

Work by the Government The Government reserves the right to utilize other contractors or sources to meet its operational requirements. Decisions regarding workload allocation are at the sole discretion of the Government.

Transition and Phase-In/Phase-Out Periods

1.5.1 Transition

A preliminary transition plan shall be provided in the technical proposal setting forth contract phase-in and phase-out requirements, as described more fully below. The Contractor shall submit final phase-in and phase-out plans to the Contracting Officer (KO) and Contracting Officer Representative (COR) no later than 30 calendar days after contract award. The Contractor’s phase-in and phase-out plans shall include all effort necessary to accomplish the required transition. The Contractor shall submit a Transition Plan outlining Phase-In and Phase-Out procedures within the required timeframe and ensure compliance with all transition-related requirements.

Acceptable Quality Level (AQL):

• 100% compliance with submission deadlines, failure to meet deadline will result to a 2% deduction from the first monthly invoice.

Deliverables

• CDRL A.001: Submit final phase-in and phase out plan to KO and COR no later than 30 days after contract award.

1.5.2 Phase-In Period (90 Days)

The Contractor shall conduct a comprehensive knowledge transfer and observation of current call center operations, ensuring complete understanding before assuming responsibilities. All system integrations, including RMCS connectivity, shall be completed and tested within 90 days, ensuring full operational readiness. During the 90-day Phase-In period, the Contractor shall:

a. Conduct knowledge transfer and observation of current call center operations.

b. Complete system integrations, including RMCS connectivity and ticketing workflows.

c. Train personnel to ensure full operational readiness prior to taking over call center functions.

d. Execute established alarm response protocols as listed in section 3.2 or RMCS alarm monitoring.

e. Implement quality control and performance tracking mechanisms aligned with contract

Establish a contractor’s project management point of contact to coordinate phase-in tasks with the Government.

f. Recruit and hire necessary personnel.

g. Attend post-award meetings as required.

h. Provide the contractor company head office address and phone numbers of all key personnel under this contract to KO and COR thirty (30) calendar days after award. This includes providing a roster with emergency contact numbers of key personnel. Updates of this information shall be provided to the COR and KO through the life of the contract.

• CDRL A-002: Within 30 calendar days after award, provide Company head office address and phone numbers of key personnel, and submit to KO and COR.

1.5.3 Phase-Out Period (30 Days)

The objective of the phase-out period is to allow for the orderly transition of work-in-progress, inventories, and government property while maintaining complete operational efficiency within 30 days before contract termination and to ensure continuity of services. Phase-out shall be executed based on the approved phase-out plan. The Contractor is fully responsible for meeting all contract requirements during the phase-out period and shall not defer any requirements to any successor contractor or to the Government. The Contractor's phase-out procedures shall not disrupt or adversely impact commissary system or store operations. During the 30-day Phase-Out period, the Contractor shall:

a. Retain essential personnel to maintain service continuity.

b. Facilitate the orderly transfer of work-in-progress, inventories, and government property.

c. Submit all final reports and outstanding deliverables to the Government.

d. Allow the successor contractor to observe call center operations and performance methods.

The Phase-Out Plan shall include provisions for employee notifications, data migration, turnover of records, and final performance reporting. The Contractor shall not postpone, delegate, or otherwise shift any contractual responsibilities to a successor contractor.

Deliverables

• CDRL A.003: Provide a phase-out plan to COR and COTR no less than thirty (30) days prior to the start of the phase-out period

Personnel Administration The Contractor shall provide adequate numbers of qualified personnel to assure quality performance of the services required by this contract. Furthermore, the Contractor shall provide for any new and existing employees management, oversight, direction, and supervision for all work under the contract, to include all matters pertaining to work identification, performance of services and delivery of data; employee hiring, orientation and training, utilization, payment, and administration; purchasing and subcontracts; and establishment and maintenance of records. All personnel shall have strong verbal and written English communication capabilities to ensure clear communication. All personnel performing or supervising the work shall be able to pass a background check as required for access to DoD Installations.

Program Manager The Contractor shall provide at minimum, a Program Manager (PM) dedicated to this contract who acts as the overall manager and central point of contact (POC) with the Government for work performed under this contract. The PM shall be fluent in writing, reading, speaking, and understanding the English language and shall be fully capable of conducting in-depth technical and non-technical conversations concerning their work and be able to convey those technical and non-technical discussions into easily understandable and grammatically correct written documentation. Another individual or individuals shall be designated to act for the Program Manager in his/her absence meeting the same skill level requirements. Notification of such designation shall be furnished to the Government. The PM or designated alternate shall have full authority to commit the Contractor to immediate action on matters pertaining to the administration of this contract. At a minimum, the Program Manager and alternate shall possess a cell phone and email address for communication with Government personnel during normal business hours. Furthermore, the Program Manager shall be available to communicate with the Government outside of normal business hours for emergency purposes. Both the PM and their designated alternate shall possess installation passes for their entire area of responsibility.

Quality Control Manager The Contractor shall provide a quality control manager (QCM) who shall be responsible for overseeing the overall implementation of the Quality Control Plan (QCP). The QCM shall maintain documentation of inspection status, documentation of inspection of work executed by subcontractors, develop and maintain quality assurance and control reports, and report findings and recommended plans for corrective action on a quarterly basis to the COR and COTR. The QCM shall inspect at least 25% of the stores quarterly; every store within a zonal area shall be inspected at least once every performance year. QCM shall have related experience in quality control inspections on maintenance projects identified in this PWS.

Documentation All records and files to include hard copy or digital files and all documentation associated with this contract that this contract requires the Contractor to maintain shall be made readily accessible to Government representatives on request. The Contractor will retain all documentation and make them available to the Government, upon request, for 1 year after contract expiration.

Deliverables All deliverables shall meet the requirements outlined in the contract and are included in the Contractor’s rates. Deliverables shall be submitted electronically in standard formats such as Microsoft Word, Excel, and PowerPoint unless an alternative format is approved by the Contracting Officer. The Contractor shall ensure all deliverables are complete, accurate, and submitted within the specified deadlines. All reports and documentation shall be free from errors and aligned with contract requirements. The Contractor shall respond to Government requests for clarification or correction of deliverables within five (5) business days.

• 100% of deliverables submitted on time and in the correct format.

Call Center Deliverables

CDRL #

PWS

Paragraph Deliverable Due Date CDRL A.001 1.5.1 Final Phase-in and Phase-out

Plan 30 days after contract award to the Contracting Officer

CDRL A.002 1.5.2 Company Head Office Address and Phone numbers

Submit within 30 days after contract award to the COR and KO.

CDRL A.003

1.5.3 Phase-out Plan Provide to KO and COR, no less

than thirty (30) calendar days prior to the start of the phase-out period

CDRL A.004 2.6 Security Incident Report Within 24 hours of incident occurrence

CDRL A.005 2.7 Monthly Performance Report By the 5th day of the next month CDRL A.006 2.7 Monthly Alarm Report By the 5th day of the next month

CDRL A.007

3.1.2 Quarterly Average Speed to

Answer (ASA) Report

5th business day of at the beginning of the quarter.

CDRL A.008

3.1.2

Quarterly First Call Resolution

(FCR)

CDRL A.009

3.1.2

Quarterly Customer Service Survey Performance

CDRL A.010

3.1.2 Quarterly Abandoned Call

Rate

CDRL A.001 4.5 Emergency, Disaster, and Severe Weather Plan

30 days after contract award, updated as necessary

CDRL A.012

4.6.1 Safety Plan Submit thirty (30) calendar days

prior to the contract start date.

CDRL A.013 4.6.1 Submit a copy of updated safety plan to KO for approval

Not later than thirty (30) calendar days prior to the proposed effective date of the updated plan.

CDRL A.014 5.3 Quality Control Plan Within 30 calendar days after contract award date to the Contracting Officer and COR

CDRL A.015 5.11 Submit meeting minutes to the KO and COR

Within (1) working day after meeting occurrence

2. General Requirements

2.1. Call Center Operations

The Contractor shall operate a fully functional call center 24 hours a day, every day of the year to support global DeCA facilities. The call center shall be operational prior to the commencement of performance under the facilities maintenance contracts and shall provide a qualified workforce capable of handling maintenance requests and RMCS alarm monitoring, ensure continuous service availability through redundancy planning and staffing adjustments, and maintain secure and reliable communication channels for inbound and outbound service requests.

2.2. Government-Furnished Property (GFP)

The Government will provide the following resources to the Contractor: access to the Enterprise Management Information System (EMIS) for processing service orders and generating reports, RMCS monitoring access to track and respond to automated alerts, and relevant policies, procedures, and training materials to ensure compliance with DeCA operational standards.

2.3. Contractor-Furnished Items and Services

The Contractor shall provide secure, compliant data storage for records and sensitive information. Contractor shall have a contingency plan to ensure continuity of operations during outages. The Contractor shall also supply all necessary software, tools, and personnel to support call center functions, along with a disaster recovery plan to address system failures, cyber incidents, or other service disruptions. Contractor equipment must be capable of accommodating all alarm events concurrently, including immediate notification of the respective physical locations of alarm conditions. The following minimum equipment is required and shall be provided by the Contractor to perform this contract:

Receiver Terminal: The Contractor must furnish and use its own receiver/terminal. Location of this equipment is upon premises owned or operated and controlled by the Contractor. The ownership of this equipment shall not be transferred to the Government through this contract.

The following alarm receiving features are required:

a. Computer equipment and software to receive alarms, display, process, print data and communicate with RMCS at the various locations.

b. Telephone systems and equipment that can receive/process alarms on the same 1-800 number for all lines. Alarms transmitted from the RMCS, located at the various locations, shall be received via the Contractor's 1-800 phone line and therefore shall not be billed to the Government alarm-transmitting device. The cost of these calls is the responsibility of the Contractor.

c. The Contractor must furnish and use its own phone dial out terminal. Location of this equipment is upon premises owned or operated and controlled by the Contractor. The ownership of this equipment shall not be transferred to the Government through this contract.

The following alarm receiving features are required:

a. Contractor's computer/modem must be capable of dialing into and allowing the Contractor to integrate into RMCS system

b. Phone call charges for interrogation of alarm systems shall be the responsibility of the Contractor.

c. The Contractor must furnish and utilize their own phone number for notifying the commissaries of alarm conditions or for the commissaries to contact the Contractor to resolve any alarm related questions. This phone shall provide for person- to-person communication and shall connect on receiver pickup only, (No voice mail, no text replies, answering machine, or answering service allowed.) The cost of all notification calls is the responsibility of the Contractor.

d. The Contractor shall provide the Government with a toll-free 1-800 telephone number to be used for receiving RMCS alarms at the Contractor's monitoring terminal. The Government shall program this phone number into the RMCS for all locations identified in the PWS.

Acceptable Quality Level (AQL):

• 100% of the Contractor-furnished equipment items and services are met at all times.

2.4. Invoicing

The contractor shall list all Service Order numbers on any invoice that includes any type of Service Orders. The list shall be included on an excel spreadsheet attached to the invoice in Wide Area Workflow (WAWF). The excel spreadsheet shall have the following naming convention:

“InvoiceNumberContractorNameAreaOptionYearX”

2.5. Personnel and Training Requirements

All Contractor personnel shall complete training within 30 days of hire, including familiarity with RMCS systems (Danfoss, Com-Trol, RDM) and service order processing within the Government’s Electronic Maintenance Information System (EMIS). Refresher training shall be conducted semi-annually to ensure adherence to contract requirements. The Contractor shall maintain a skilled workforce capable of managing fluctuating call volumes and emergency situations.

2.6. Testing and Acceptance

During the Phase-In period, the Contractor shall perform user acceptance testing before going live. The system shall meet all Government requirements within 90 days of contract award.

2.7. Security Requirements

The Contractor shall Comply with all Government security policies regarding system access, data handling, and personnel security clearances. Ensure secure storage and disposal of sensitive information in accordance with contract requirements and regulatory compliance. The Contractor shall report any security incidents within 24 hours of occurrence to the KO and COR, ensuring all required documentation is completed accurately.

• 100% of security incidents reported within the required timeframe.

• CDRL A.004: Security Incident Report to KO and COR – Due within 24 hours of incident occurrence.

Deliverables

• CDRL A.005: 5th day of the next month, prepare and submit a monthly performance report to the KO and COR.

3. Performance Requirements

3.1. Call Center Management

Performance Standards

• The Call Center shall be adequately staffed to answer calls is within 30 seconds.

• Call Center shall be capable of receiving phone calls from assigned commissaries and enter the received phone call and/or computer-generated alert calls into government EMIS system.

• Direct the necessary call responses within contractually required time periods.

3.1.1. Call Categorization and Processing

Performance Standards

• The Contractor will only process emergency SO. Routine and urgent SO shall be placed in EMIS by the store.

• For each service request, at a minimum the contractor will record:

o Name of person reporting o Email o Phone number o Problem description o Store identification o Precise location of the issue

• The Contractor shall categorize service requests into the following priority levels:

Call Type Description Emergency Immediate action required to eliminate endangerment of life, health, or safety hazards, prevent loss or damage to Government property, or restore essential services. (SO placed in EMIS by Contractor)

Urgent Repairs critical to commissary operations, preventing further deterioration of equipment or safety concerns. (SO placed in EMIS by the store)

Routine Standard maintenance requests that do not pose immediate risks but require timely corrective action. (SO placed in EMIS by the store)

3.1.2. Call Center Standards

Performance Standards

• The Contractor shall ensure that services meet or exceed the performance standards outlined below.

• A Service Level Agreement (SLA) establishes the minimum performance standards the

Contractor shall meet to ensure effective call center operations.

• SLAs define acceptable service thresholds and response expectations for key performance areas, including call handling, system uptime, customer satisfaction, and issue resolution.

• Failure to meet these standards may result in performance deductions.

• Contractor Shall provide Customer Service Survey to the COR on the 5th business day of the beginning of each quarter.

Standard SLA Performance Standard

Acceptable Quality Level

(AQL)

Average Speed to Answer (ASA): is a measure of the average time it takes for customer to be connected with a live agent after placing a call

Calls connected to a live agent within 30 seconds.

80% of all calls answered within 30 seconds

First Call Resolution (FCR): is a measure of percentage of customer inquiries or issues resolved during the initial contact with a service team without requiring any follow up calls or additional interaction

90% resolution on the first call

90% of inquiries resolved without escalation

Customer Satisfaction (CSAT): is a measure of how satisfied customers are with a services and overall experience

Minimum score of 4.5/5

95% satisfaction rate based on survey results

Abandoned Call Rate: is defined as the percentage of inbound emergency service calls where the caller disconnects before speaking to a live representative.

A call is considered 'abandoned' if the wait time exceeds 30 seconds without reaching a live agent.

Less than 5% abandonment

No more than 5% abandonment in any month

System Uptime: is the amount of computer system or service has been running and available for use, uninterrupted by failures or planned downtime

99% uptime No more than 1% downtime per reporting period

• Meet all Acceptable Quality Levels (AQL) as stated, failure to meet AQLs may result in deductions or corrective action as determined by the Contracting Officer.

Deliverables

• CDRL A.007: 5th business day of at the beginning of the quarter, prepare and submit the Average Speed to Answer (ASA) Report to the KO and COR in excel format.

• CDRL A.008: 5th business day of at the beginning of the quarter, prepare and submit the First Call Resolution (FCR) Report to the KO and COR in excel format.

• CDRL A.009: 5th business day of at the beginning of the quarter, prepare and submit the Customer Service Survey Performance Report .to the KO and COR in excel format.

• CDRL A.010: 5th business day of at the beginning of the quarter, prepare and submit the Abandoned Call Rate Report to the KO and COR in excel format.

3.2. RMCS Alarm Monitoring and Response

Performance Standards

• The Contractor shall integrate with RMCS software to receive and process automated alerts.

• The call center staff shall be able to evaluate system problems by reviewing alarm history, defrost schedules and duration, and current status/excessive cycling of equipment that may be contributing to the alarm condition.

• The Contractor shall make positive, active voice or text message communication with the designated store personnel for alarming facility within 10 minutes of receiving the alarm and shall advise the facility of the refrigeration or HVAC alarm condition.

• Provide escalation procedures for alarms requiring immediate attention.

• Contractor shall provide the Government or authorized parties with whom the government has contracted access to RMCS for reporting purposes.

• 97% of the performance standards are met as indicated in the PRS table located in section 5.13.

3.2.1. Incoming/Outgoing Telephone & Internet (Cellular

Data) Alarming Requirement Performance Standards

• Contractor shall provide service cellular service to the RMCS network switch (Hub) at each location but excluding the RMCS switch to receive facility HVAC and refrigeration alarms at each of the commissary Stores.

• The service shall include all the necessary equipment from cellular service to the RMCS Switch (Hub).

• Provide notification of the HVAC and refrigeration alarm to designated maintenance providers in accordance with this PWS. Estimated quantities of alarms per month are as follows:

a. Estimated Number of Alarms to be Received: The estimated number of alarms (including test alarms), which shall be received by the Contractor from each facility, is estimated to be 150 per location per month.

b. Estimated Number of Contractor Phone Calls: The estimated number of times the Contractor shall be required to contact a designated maintenance provider, is 35 times per location per month.

c. Monitoring and Notification Procedures: With exception of test alarms, the commissary HVAC, lighting and refrigeration monitoring and alarm systems are programmed to call out only the alarms that can result in product loss or equipment damage.

3.2.2. Frequent or Reoccurring Alarms

Performance Standards

• After one of the designated maintenance providers has confirmed receipt of notification of an alarm condition, the Contractor is not required to renotify the facility of that specific alarm condition if it reoccurs within the next two (2) hours.

• All alarm conditions which occur more than two (2) hours after a previous alarm notification shall require renotification of the designated maintenance provider for the facility.

• 97% of the performance standards are met as indicated in the PRS table located in section 5.13.

3.3. Test Alarms

The RMCS sends a daily test alarm to validate that the panel and communications between the panel and alarm monitoring station are working properly. Typically, there are two daily alarms:

the test alarm and the test-cleared alarm.

Performance Standards

• In the event that a test alarm is not received within twenty-five hours following the most recent test alarm, the Contractor shall notify the Store POC within 30 minutes.

• If a test alarm is not received within three calendar days of the most recent previous test alarm, the Contractor shall contact the Contracting Officer Technical Representative (COTR) assigned to the affected facility with information on the non-responsive RMCS.

• On the 5th day of every month, the Contractor shall provide a monthly Excel formatted report of each monitored facility to the COR. The monthly report shall provide the following:

a. Stores organized by Maintenance Provider showing the total of the number of alarms received and monthly number of alarms requiring a call for each facility excluding the daily test alarms.

b. A report for each location that is not performing daily test alarms that identifies the date of the last daily test alarm received.

• 97% of the performance standard are met are met as indicated in the PRS table located in section 5.13.

• CDRL A.006: 5th day of the next month, prepare and submit a monthly alarm report to the KO and COR.

4. Special Requirements

4.1. Administrative Requirements

The Contractor shall prepare and maintain all correspondence, technical documentation, and administrative records necessary for contract performance. All incoming documents shall be date-stamped upon receipt and retained per contract requirements.

4.2. Release of Information

The Contractor shall not release any news, photographs, public statements, or confirmation/denial of contract-related information to the media or unauthorized parties. If requested by the COR, the Contractor shall provide information for potential news releases, which may only be issued by DeCA Corporate Communications Office (CCO).

4.3. Publications and Compliance

The Contractor shall have access to all commercial publications and manufacturer’s manuals necessary for contract execution. Contractor shall comply with the most recent version of all applicable mandatory publications, including amendments, unless otherwise directed by the Government. Maintain an up-to-date technical library of reference materials provided by the Government for call center operations and RMCS monitoring.

4.4. Permits and Licenses

The Contractor shall obtain and maintain all required certifications, licenses, and permits for contract performance. Copies shall be kept on file and made available to the Government upon request.

4.5. Emergency, Disaster, and Severe Weather Plan

Within 30 days of contract award, the Contractor shall submit a comprehensive Emergency, Disaster, and Severe Weather Plan, aligning with the Government’s existing emergency response framework. The plan shall:

a. Detail procedures, personnel, and resource allocation for uninterrupted operations.

b. Include strategies for emergency call handling, RMCS monitoring, and increased call volume due to disasters.

c. Identify key personnel responsible for emergency response and their roles.

d. Outline backup staffing, facility operations, and contingency communication plans.

Contractor operations shall remain functional during:

a. Natural disasters (e.g., hurricanes, tornadoes, floods, earthquakes).

b. Civil disturbances, military mobilizations, and terrorism-related events.

c. Utility outages and local government emergencies.

Any updates to the plan shall be submitted to the Contracting Officer and COR at least 15 days prior to implementation.

Deliverables

• CDRL A.007: Emergency, Disaster, and Severe Weather Plan – Due 30 days after contract award, updated as necessary.

4.6. Safety Program

The Contractor shall adhere to all applicable safety regulations and standards, including those established by OSHA (Occupational Safety and Health Administration), EPA (Environmental Protection Agency), State and local safety agencies and DeCA-specific safety directives.

Contactor shall designate personnel responsible for administration of its safety protocols.

4.6.1. Safety Plan

The Contractor shall develop a Safety Plan that delineates the processes and procedures the Contractor uses to prevent accidents and workplace hazard. The plan shall comply with all OSHA and regulatory safety standards. The Contractor Safety Plan shall be submitted thirty (30) calendar days prior to the contract start date to allow for DeCA safety review and comments. The plan shall be updated as needed, with Government approval required at least 30 days before implementation of any revisions.

The Contractor shall update the plan as changes occur and shall submit a copy of the proposed plan to the Contracting Officer for approval not later than thirty (30) calendar days prior to the proposed effective date of the updated plan.

Deliverables

• CDRL A-008: Safety plan shall be submitted thirty (30) calendar days prior to the contract start date.

• CDRL A-009: Submit a copy of updated safety plan to KO for approval not later than thirty (30) calendar days prior to the proposed effective date of the updated plan.

5. Performance Evaluation

5.1. Performance Remedies and Incentives

The Government will periodically evaluate the Contractor’s performance by appointing a representative(s) to monitor performance to ensure services are received. The government representative will evaluate the Contractor’s performance through inspections of reports and Contractor services documentation. The Government may inspect each task as completed or increase the number of quality assurance inspections if deemed appropriate because of repeated failures or because of repeated customer complaints. Likewise, the Government may decrease the number of quality assurance inspections if performance dictates.

If any of the services do not conform to contract requirements, the Government may require the Contractor to perform the services again in conformity with contract requirements at no increase in contract amount. When the defects in services cannot be corrected by re-performance, the Government may:

a. Require the Contractor to take necessary action to ensure that future performance conforms to contract requirements.

b. Reduce the allowable invoice amount to reflect the reduced value of the services performed as per the PRS table.

c. Failing to meet the Acceptable Quality Level (AQL) as outlined in the Performance Requirement Summary (PRS) for any of these performance objectives in a one-month period may result in an immediate Progress Meeting with the Multi-Functional Team (MFT), issuance of a Contract Discrepancy Report (CDR) and a deduction from the invoice amount as stated in the PRS.

5.2. Quality Control

The Contractor shall develop and maintain a quality control program to ensure services are performed in accordance with this contract. The contractor shall develop and implement procedures to identify and prevent non-performance and continual repeat of defective service. A written Quality Control Plan (QCP) shall be submitted to the Contracting Officer and COR for review and feedback.

The plan shall specifically address the contractor’s strategy to provide quality workmanship, continual process improvement and for correcting deficiencies as required. The Contractor shall also be responsible for the quality of products and services provided under the terms of this Contract, to include those provided by subcontractors. To ensure that the requirements of this Contract are met, the Contractor shall implement an effective QCP.

The Contractor shall use these performance standards as the basis for the QCP. The Contractor’s QCP is a contract deliverable specified in this PWS.

5.3. Quality Control Plan (QCP)

The Contractor shall maintain a Quality Control Plan describing the Quality Control Program. The Contractor’s draft Quality Control Plan shall be submitted to the Contracting Officer and COR within 30 calendar days after Contract award date. The final Quality Control Plan shall be submitted to the Contracting Officer within 30 calendar days after comments from the Contracting Officer. The Contractor shall submit any changes in the Quality Control Plan/Program to the CO for review and comment five (5) working days prior to implementation.

Deliverables

• CDRL A-010: Quality Control Plan provided within thirty (30) days after Contract award date

5.4. Quality Control Plan Content

The QCP shall address, at a minimum, all items listed in the PRS, and the tasks below.

5.4.1. Inspection Program:

A quality control inspection program covering all general and specific tasks included in the contract scope of work. The inspection program shall specify tasks or areas to be inspected on both a scheduled and unscheduled basis, date of inspection, location of inspection, the manner in which inspections are to be conducted, the titles of the individuals who will perform the inspections, signature and date of completion, and the percentage of the work which will be inspected on a recurring basis. The Contractor shall identify the key activities and associated characteristics in each process that have a significant influence on specific services and provide for methods for evaluation of the selected characteristics.

5.4.2. Deficiency Identification

A method of identifying deficiencies in the quality of services performed before the level of performance becomes unacceptable as defined in the PRS. This shall contain processes for corrective action without Government direction.

5.4.3. Deficiency Correction

Process control and process performance measurement procedures that include how the Contractor will affect preventive corrective actions as opposed to reliance on Government identification of deficiencies prior to resolving the problem.

5.4.4. Documentation and Enforcement

A method of documenting and enforcing quality control operations on Contractor and subcontractor work, including inspection and testing.

5.4.5. Trend Analyses

A method of performing trend analyses and assessments through the use of metrics.

5.4.6. Surveillance Methods

Specific surveillance techniques for all contract services. The surveillance methods shall be comprehensive and adaptable to the reporting system of the plan.

5.5. Remedies

If performance falls below the Accepted Quality Level (AQL) for any monthly interval, a negative past-performance report will be filed in the contract file noting the particular performance objective that failed to meet the standard which will endanger the exercise of option year(s) and potential future government awards.

5.6. Contract Discrepancy Report (CDR)

The Government will issue a Contract Discrepancy Report (CDR) for failure to meet the performance standards in the Performance Requirement Summary (PRS). The CDR will be sent to the Contractor for response and the Contracting Officer will provide a final ruling which may include monetary deductions as described below.

5.7. Delivery of Services

The performance and quality of work performed by the Contractor is subject to evaluation by Government quality COTR’s/COR’s. The COTR’s/COR’s are Government personnel assigned by the Contracting Officer to perform surveillance of the contract. The Contracting Officer or authorized representative may evaluate all work without the presence of the Contractor. These QA evaluations include random sampling, customer complaints, planned sampling, and 100 percent inspection, as appropriate. The COR will notify the Contractor's Zone Service Manager of all items found to be defective during a QA inspection. The Contractor shall correct all deficiencies within 5 working days following receipt of notification. If the Contractor fails to complete all corrective actions within 5 working days, the matter will be reported to Contracting Officer for final determination.

5.8. Performance Evaluation Meetings

The Contractor shall meet periodically with the Contracting Officer, Contracting Specialist, Government COR, and the Quality Assurance Program Coordinator (QAPC) to review contract performance. Meetings shall include review and analyses of key process indicators, analyses of process deficiencies, and problem resolution. At these meetings, the Contracting Officer and the Contractor will discuss Contractor's performance as viewed by the Government and problems, if any, being experienced. These meetings will be held weekly during the first 150 calendar days of the Contract period, and as determined by the Contracting Officer thereafter.

5.9. Performance Requirement Summary (PRS)

Performance standards are “tools” the Government uses to measure level of performance. A standard is an optimum performance level against which actual performance can be measured or evaluated. The number of hours or units of hours, actually taken to finish this task is the performance indicator, which determines if the work performed was below, met, or exceeded the standard time requirements. Each month, the Contractor's performance will be compared to contract standards and acceptable quality levels using the Government's Quality Assurance Surveillance Plan (QASP). In accordance with FAR Part 42.15, after each contract period, a performance report will be completed by the Government for the contract file and the Contractor Performance Assessment Reporting System (CPARS).

Performance Requirement Summary (PRS) Table Required

Services/Performance Objective

PWS

Paragraph

Performance Standard Max Allowed Degree of

Deviation from Req (AQL

Level)

Method of Surveillance

Monthly Incentive/ Deduction If AQL is met or not met

Transition Plan 1.5.1 Prepare and submit Phase-in and Phase-out Plan on time

None 100% Inspection

Monthly invoice will be reduced by 2% if standard no met

Deliverable submission

1.10 Prepare and submit

deliverables in a timely manner

None 100% Inspection

Monthly invoice will be reduced by 2% if standard not met

Contractor furnished equipment item

2.3 Contactor furnished

equipment item shall be operational at all times.

None 10% Random Sampling

Monthly invoice will be not met

Call Center Standard- Average Speed to Answer

(ASA)

3.1.2 Prepare and submit

deliverables to COR quarterly.

80% of all calls answered within 30 seconds

100% Inspection

Failure to meet standards may result in 2% deduction if not met

Call Center Standard- First Call Resolution

(FCR)

3.1.2 Prepare and submit

deliverables to COR quarterly.

90% of inquiries resolved without escalation

100% Inspection

Failure to meet standards may result in 2% deduction if not met

Call Center Standard- Customer Satisfaction

(CSAT)

3.1.2 Prepare and submit

deliverables to COR quarterly.

95% satisfaction rate based on survey results

100% Inspection

Failure to meet standards may result in 5% deduction if below 95%

Call Center Standard- Abandoned Call Rate

3.1.2 Prepare and submit

deliverables to COR quarterly.

No more than 5% abandonment in any month

100% Inspection

Failure to meet standards may result in 3% deduction if above 5%

Call Center Standard- System Uptime

3.1.2 Prepare and submit

deliverables to COR quarterly.

No more than 1% downtime per reporting period

100% Inspection

Failure to meet standards may result in 5% deduction if below 98%

RMCS Alarm Monitoring and Response

3.2.1 Performance standard

shall be met at all time

No more than three percent (3%) defects annually

20% Random

Failure to meet standards may result in 2% deduction if below 97%

Frequent and Reoccurring Alarm

3.2.2 Alarm reoccurring more

than 2 hours after the first occurrence shall be notified to the designated Maintenance Contractor

No more than three percent (3%) defects annually

20% Random

Failure to meet standards may result in 2% deduction if below 97%

Test Alarm Report 3.2.3 Prepare report and submit to the KO and COR monthly within 5 days of next month.

No more than two percent (2%) defects quarterly

20% Random Sampling

Monthly invoice will be reduced by 5% if standard not met

Safety plan submission

4.6 Prepare and submit

Contractor Safety Plan within 30 calendar days prior to contract start date

None 100% Inspection

Monthly invoice will be reduced by 2% if standard not met

Emergency, Disaster, and Severe Weather Plan

4.5 Prepare and submit to

the KO and COR the Emergency, Disaster, and Severe Weather Plan within (30) days after contract award

None 100% Inspection

Monthly invoice will be reduced by 2% if standard not met

Quality Control plan

6.3 Prepare and submit to

the Government the Quality Control Plan within (30) days after contract award

None 100% Inspection

Monthly invoice will be not met

6. Appendices

Appendix 1 - Commissary Facility Locations

Appendix 2 – Acronyms and Definitions

Appendix 3 - Call Center Historical Workload Data

Appendix 4 - Risk Assessment Code Matrix