2. Attachment 3.6 - Past Performance Questionnaire.pdf

Request for Proposals (RFP) No.

70SBUR21R00000009

Attachment 3.6 - Past Performance Questionnaire [Provided as an attachment for visibility to the offeror. No action required from the offeror.]

Please complete the following questionnaire and return it to the attention of the individual named below:

Name

Title

Address

Telephone and Email Address

This survey pertains to United States Citizenship and Immigration Services (USCIS) procurement for the National Benefits Center (NBC) Records Operations Contract.

Department/Component: Department of Homeland Security (DHS), U.S. Citizenship and Immigration Services (USCIS)

Solicitation Number: 70SBUR21R00000009

Date of Survey:

Name of Person Completing Survey:

Signature of Person Completing Survey:

Your Company/Agency:

Your Role in this Contract:

Survey Period of Performance:

General description of products/services required under the contract:

RATINGS

Please answer each of the following questions with a rating that is based on objective measurable performance indicators to the maximum extent possible.

Assign each area a rating of either 4 (Outstanding), 3 (Good), 2 (Acceptable), or 1 (Unsatisfactory).

Use the attached Rating Guidelines as guidance in making these evaluations. Circle the appropriate rating. Annotate with N/A if not a rating consideration or inapplicable to the contract effort.

QUALITY OF PRODUCT OR SERVICE:

1. Compliance with contract requirements:

1 2 3 4 N/A

2. Accuracy of reports:

3. Level of knowledge, experience, and training of personnel:

4. Capability of personnel to perform required services:

5. Effectiveness of personnel in performing required services:

6. Overall quality of product/service:

TIMELINESS OF PERFORMANCE:

1. Reliability:

2. Responsive to technical direction:

1 2 3 4 N/A

3. Meets contract delivery schedules and/or task deadlines:

1 2 3 4 N/A

BUSINESS RELATIONS:

1. Effective management, including subcontracts:

1 2 3 4 N/A

2. Reasonable/cooperative behavior:

1 2 3 4 N/A

3. Responsive to contract requirements:

1 2 3 4 N/A

4. Notification of problems:

1 2 3 4 N/A

5. Flexibility:

1 2 3 4 N/A

6. Pro-active vs. reactive:

COST CONTROL:

1. Current, accurate and complete billings:

2. Relationship of negotiated costs to actuals:

3. Cost efficiencies:

CUSTOMER SATISFACTION:

1. The contractor is committed to customer satisfaction:

a. Contractor Management Personnel

(circle one) Yes No

b. Contractor Onsite Facility Personnel

(circle one) Yes No

ADDITIONAL COMMENTS:

Past Performance Questionnaire Rating Guidelines

QUALITY OF PRODUCT OR

SERVICE

COST CONTROL TIMELINESS OF

PERFORMANCE

BUSINESS RELATIONS

4-Outstanding There were no quality issues, and the contractor significantly exceeded the contract performance requirements without commensurate additional costs to the customer.

There were no cost management issues, and the contractor significantly exceeded the contract requirements, achieving cost savings to the customer.

There were no delays, and the contractor significantly bettered the agreed upon schedule.

Responses to inquiries, technical/service/admi nistrative issues significantly exceeded customer expectations.

3-Good There were no, or minimal, quality problems, and the contractor exceeded the contract requirements.

There were no, or minimal, cost management issues, and the contractor exceeded the contract requirements.

There were no, or minimal, delays that affected achievement of contract requirements; however, the contractor was still able to better or meet the agreed upon schedule.

Responses to inquiries, technical/service/admi nistrative issues exceeded the contract requirements.

2-Acceptable The contractor met the contract requirements.

However, overall compliance required some assistance from the customer.

The contractor met the contract requirements.

However, customer provided some assistance to the contractor to manage costs.

The contractor met the agreed upon schedule. However, customer provided some assistance to ensure the contractor met the agreed upon schedule.

Responses to inquiries, technical/service/admi nistrative issues met the contract requirements.

1-Unsatisfactory Non-conformances compromised the achievement of contract requirements.

Contractor was unable to manage costs effectively.

Contractor delays jeopardized achievement of contract objectives.

Responses to inquiries, technical/service/admi nistrative issues were not timely or effective.