19FS1A19Q0008_Past_Performance_Questionnaire.pdf

Attachment J.1 Past Performance Questionnaire

The organization named below is asking you to be a past performance reference by completing this questionnaire. The Government refers to this organization as the Offeror. You are the client.

Name of Offeror:

This questionnaire is part of the Offeror’s response in a Government source selection. By requesting you to complete this questionnaire, the Offeror intends to use you as a reference for Government source selection evaluation purposes. The Government considers the information you provide here to be Source Selection Sensitive and confidential. The Government intends to use this data only for this source selection.

The Government asks that your answers to questions be honest and forthright, and that they be based only on your direct personal knowledge of the Offeror. The Government will not share your responses outside of this source selection.

Be aware that the Offeror is not to participate in your questionnaire responses in any way whatsoever. As another option, you may e-mail your questionnaire to the Government to the Contract Specialist (Dudley Greene) at GreeneDL@state.gov. If you e-mail your response back to the Government, please include the solicitation number (19FS1A19Q0008) in the subject line.

This questionnaire has three parts. The Offeror has to complete Part I. In Part I, the Offeror tells you the particular contract or project s/he wants to use as her/his reference. Part II is your responsibility. In Part II, the questionnaire asks you to provide performance information about the reference contract or project. Part III contains definitions to help you in your assessments. You’ll have to refer to these definitions to accurately complete the questionnaire.

If for any reason you are unable to complete this questionnaire, please complete Part II, Sections E and F and forward this questionnaire to the Government using the provided envelope or e-mail address.

Part I: Reference Background Information Part I of this questionnaire is to be completed by the Offeror.

Client and Reference Project/Contract Information (Completed by Offeror)

Name of Client ______________________ Contract Title ______________________ Contract Number ______________________ Contract Value ______________________ Type of Contract ______________________ Period of Performance______________________ mailto:GreeneDL@state.gov

Part II: Past Performance Questions You are requested to complete Part II of this questionnaire, which involves filling out the client Assessment of Past Performance table below. There are five factors to address: Quality of Product/Service, Cost Control, Timeliness of Performance, Business Relations & Management, and Customer Service. You are to assess each factor and mark an X in the appropriate column in the table.

Please use the ratings scheme defined in Part III of this questionnaire. In addition, please study the performance category definitions, rating definitions, and the rating scheme found in Part III of this questionnaire before assessing client performance.

A. Client Assessment of Past Performance:

Performance Factor N/A Unsatisfactory Poor Fair Good Excellent Quality of Product or Service Cost Control Timeliness of Performance Business Relations & Management Customer Service

If your rating for any factor is superior or poor, please provide supporting data as requested below.

Remarks on Excellent and Good performance:

Provide data supporting this observation; you may continue on a separate sheet if needed.

Remarks on Poor and Unsatisfactory performance:

Provide data supporting this observation; you may continue on a separate sheet if needed.

B. Please identify any corporate affiliation you have with the Offeror:

C. Other comments that you wish to make: you may continue on a separate sheet if needed.

D. Would you do business with ___________________ again?

(Insert Offeror’s name)

E. If for any reason you are unable to complete this questionnaire please check this box and explain the reason/s why?

F. The following requests information about you. Please provide this information.

This questionnaire was completed by:

Client Name:____________________________________________________________

Title:_________________________________________________________________

Mailing Address (Street and P.O. Box): ______________________________________

City, State, and Zip Code:__________________________________________________

Telephone Number:_______________________________________________________

Fax Number:____________________________________________________________

Date Information Provided:_________________________________________________

Signature:___________________________________ Date:______________________

Part III: Elements within Each Rating Area

Quality of Product or Service

• Compliance with contract requirements

• Accuracy of reports

• Appropriateness of personnel

• Technical excellence

Cost Control

• Within budget

• Current, accurate and complete billings

• Costs properly allocated

• Unallowable costs not billed

• Relationship of negotiated costs to actual

• Cost efficiencies

Timeliness of Performance

• Meets interim milestones

• Reliable

• Stays on schedule despite problems

• Responsive to technical direction

• Completes work on time, including wrap-up and contract administration

• No liquidated damages assessed

Business Relations - Effective management

• Use of performance-based management techniques

• Business-like concern for the customer's interests

• Effective management and selection of subcontractors

• Effective small/small disadvantaged business subcontracting program

• Reasonable/cooperative behavior

• Effective use of technology in management and communication

• Flexible

• Minimal staff turnover

• Maintains high employee morale

• Resolves disagreements without being unnecessarily litigious.

Customer Service

• Understands and embraces service and program goals

• Team approach with the customer

• Satisfaction of end users with the contractor’s service

• Positive customer feedback

• Prompt responses

• Courteous interactions

• Effective escalations and referrals

• Initiative and proactive improvements

• Creative service strategies

Rating Guidelines

Quality of Product or Service Poor Nonconformance jeopardizes the achievement of contract goals; default.

Fair Nonconformance requires major agency intervention to ensure achievement of contract goals; show cause or cure notices.

Acceptable Quality meets specifications in most cases, however, some agency intervention required to ensure achievement of contract requirements.

Excellent Quality meets specifications in all cases.

Superior Quality exceeds specifications in some cases.

Cost Control Poor Cost increases jeopardize achievement of contract goals; or billings routinely include unallowable costs.

Fair Significant cost increases; or some inaccurate billings including some with unallowable costs.

Acceptable Minor cost increases; or some inaccurate billings, but a minimal (1-2) number with unallowable costs.

Excellent Contractor performed within costs; but some late billings, none with unallowable costs.

Superior Costs were less than the amount cited in the contract; and billings accurate and timely.

Timeliness of Performance

Poor Delays jeopardize the achievement of contract goals.

Fair Other significant delays.

Acceptable Minor delays.

Excellent All deliverables on time.

Superior All deliverables on time with some ahead of schedule; or stays on schedule despite unforeseen circumstances.

Business Relations Poor Unethical or illegal business practices.

Fair Business practices are not attuned to customer support.

Acceptable Business practices are somewhat attuned to customer support.

Excellent Business practices focus on customer support.

Superior Highly effective, proactive business practices focused on customer support.

Customer Service Poor Response to service requests is routinely late, ineffective, or rude; customers express frustration or anger about many interactions; complaints are unresolved;

contractor seems unaware of service issues.

Fair Response to service requests is often late, ineffective or rude; some complaints are resolved.

Acceptable Response to service requests is uneven in timing or effectiveness; customer interactions are tenuous; contractor is trying hard and understands service issues.

Excellent Response to service requests is timely, effective and courteous; customers express positive feedback; delivery of service is smooth and organized; collects customer feedback; customer problems are resolved well.

Superior Response to service requests is timely, effective and courteous; the contractor is proactive in building good relations with customers, proposing new service strategies, analyzing and reporting on service loads and collecting and using customer feedback.