04 RFP 25RE001 - TE1 Service Delivery Summary (SDS).xlsx
XLSX spreadsheet 20 KB Posted
- Attached to
- Warrior Care Global Support RFP
- Solicitation number
- H9240025RE001
- Issued by
-
United States Special Operations Command
About this file
This document is a Technical Exhibit (TE-1) Service Delivery Summary (SDS) for the Warrior Care Global Support RFP (Solicitation H9240025RE001) issued by the U.S. Special Operations Command (USSOCOM). The summary outlines five critical performance objectives for a contractor supporting the Warrior Care Program (WCP), which provides non-clinical case management and advocacy services for Special Operations Forces wounded, ill, or injured service members.
The performance objectives cover five key areas: (1) timely and accurate task order deliverables, (2) assistance to Resilient Service Members (RSM) with minimal discrepancies, (3) comprehensive case management processes, (4) training and professional development support, and (5) administrative and outreach support. Each objective includes specific performance standards with maximum allowable deviations and requires a Corrective Action Plan (CAP) if standards are not met. The services extend to families, veterans, caregivers, and significant others, focusing on Recovery Care Coordination, Military Adaptive Sports, Benevolence, and Career Transition for Special Operations Forces personnel.
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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, 4.0, 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: | ||
| 3.0 and 4.0 | 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 and 4.0 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: |
3.3 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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