04 DRFP 25R0001 - TE1 Service Delivery Summary (SDS).xlsx
XLSX spreadsheet 23 KB Posted
- Attached to
- Warrior Care Global Support Draft RFP
- Solicitation number
- H9240025R0001
- Issued by
-
United States Special Operations Command
About this file
This file is Technical Exhibit 1 (TE-1) Service Delivery Summary (SDS) which outlines performance objectives and standards for the USSOCOM Warrior Care Global Support contract. The document defines five key performance requirements with associated performance standards and remedies.
The performance objectives cover: 1) Accurate and timely task order deliverables with no more than 2 late deliverables per month per region, 2) Assistance to RSM (Recovering Service Members) with no more than one substantiated complaint per quarter, 3) Non-clinical case management services including screening, assessment and coordination with specific timeliness requirements like 72-hour screening completion, 4) Training support with zero deviation allowed for New Hire Orientation and monthly training sessions, and 5) Administrative and outreach support requiring quarterly satisfaction surveys of at least 25% of the SOCS-WCP population. All performance failures require the contractor to provide a Corrective Action Plan (CAP) to the Contracting Officer and COR.
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Other files
| File | Type | Posted |
|---|---|---|
| 00B DRFP 25R0001 - Section M.docx | DOCX document | |
| 00C DRFP 25R0001 - SOW.docx | DOCX document | |
| 05 DRFP 25R0001 - TE2 MSR Template.docx | DOCX document | |
| 08 DRFP 25R0001 - TE5 Historical Metrics.xlsx | XLSX spreadsheet | |
| 13 DRFP 25R0001 - Subcontractor Consent.docx | DOCX document | |
| CLS WCGS.pdf | ||
| 12 DRFP 25R0001 - PPI Relevancy Baseline.XLSX | XLSX spreadsheet | |
| 14 DRFP 25R0001 - Client Authorization.docx | DOCX document | |
| 16 DRFP 25R0001 - Resume Template.docx | DOCX document | |
| Additional CLS WCGS.pdf | ||
| Section J.docx | DOCX document | |
| 00A DRFP 25R0001 - Section L.docx | DOCX document | |
| 06 DRFP 25R0001 - TE3 Perform Locs Skills Quals.xlsx | XLSX spreadsheet | |
| 07 DRFP 25R0001 - TE4 Travel Authorization.docx | DOCX document | |
| 11 DRFP 25R0001 - PPI.docx | DOCX document | |
| 15 DRFP 25R0001 - QnA Template.docx | DOCX document | |
| 10 DRFP 25R0001 - Oral Presentation WARNO.docx | DOCX document | |
| 03 DRFP 25R0001 - Price Matrix.XLSX | XLSX spreadsheet | |
| 09 DRFP 25R0001 - WD List.xlsx | XLSX spreadsheet |
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Text version
TE-1-SDS
| Technical Exhibit (TE) 1 - SERVICE DELIVERY SUMMARY |
| The Contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success. |
| PRS # | Performance Objectives | Performance Standards | Max Allowable Deviation (AQL) for Requirement | Remedy |
| 1 | The contractor shall provide accurate task order deliverables in a timely manner. | SOW Sections: 3.0 and 5.0 | Timeliness: No more than 2 deliverable late per month, per region for maximum of 8 deficiencies. |
| Accuracy: No more than 1 deliverable rejected by the Government per month. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. | |
| 2 | The contractor shall assist RSM and their support system, achieves desire outcomes with minimal discrepancies and no incidents or lapse of care in a manner in keeping with WCP program goals. (General Approach) | |
| SOW sections: | ||
| Section 3.0 | Timeliness: No more than one substantiated complaint per quarter. |
| Accuracy: No more than 1% non- compliance for key process indicators for all RSM cases when measured monthly. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. | ||
| 3 | The contractor shall provide timely, accurate and effective screening, assessment, planning, implementation, coordination, monitoring, evaluation, closure and documentation. (Non-clinical Case Management) | SOW section: |
3.0 Timeliness:
* No more than 10% deviation for completing screenings for all RSMs within 72 hours calculated monthly.
* Three days is the maximum lapse allowed for LCMP contact frequency.
* 60 minutes is the maximum deviation allowed for submitting a timely critical incident report.
Complete and accurate: No more than 2 incomplete and/or inaccurate entries in the SOCS-WCP Casualty Tracker per month per region for a maximum of 8 defective entries.
| Effective: No more than 2 substantiated negative feedback comments per month per region determined by compliance to the SOCS-WCP SOP. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. | |
| 4 | The contractor shall provide timely and effective training support. (Training and professional development) | |
| SOW sections: |
3.1.1.4, 8.1, and MSR Timely:
* No deviations allowed for New Hire Orientation.
* No deviations for monthly training sessions.
Effective: The recommendations derived from the training assessments are substantiated and include key learning objectives.
| Accurate: There are no errors on the training documents uploaded on the SOCS-WCP website/SharePoint. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. | ||
| 5 | The contractor shall provide timely and effective administrative and outreach support that includes population surveys to measure RSM’s satisfaction and community outreach to identify potential RSMs. (Administrative and Outreach Support) | SOW section: |
3.4 Client Satisfaction: After measuring a minimum of 25% of the SOCS-WCP population quarterly.
Timeliness:
* When combined no more than 8 itineraries and ARRs are late per month.
* No more than one missed deadline per quarter for all documents.
* No more than one substantiated complaint per quarter resulting from outreach.
Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR
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