2-Exhibit J.3 Compliance Standards.pdf
PDF 111 KB Posted
- Attached to
- Photo and ID Card
- Solicitation number
- 696-BF-26-O033
- Issued by
- Texas
About this file
This Compliance Standards document establishes performance and quality requirements for the Texas Department of Criminal Justice's Photo and ID Card system contractor. The compliance standards address two primary goals: maintaining ID Card/Mug Shot systems consistent with departmental objectives and ensuring production of durable, high-quality ID cards. The document specifies service level agreements requiring contractor availability during standard business hours (5x9) with response times of 2 hours for machine diagnostics and repair at ID Headquarters, 4-hour on-site arrival for the same location, and next working day on-site service for field locations and archives. All equipment must achieve full operational status within 24 hours. The acceptable standard requires the contractor to meet 100% of response time requirements, with any failure to meet these requirements classified as unacceptable performance.
Payment adjustments and performance penalties are tied directly to contractor compliance with these standards. If monthly average repair time ranges from 24 to 36 hours, the contractor must provide 50 free ID cards as compensation; 36 to 48 hours requires 100 free cards; and repairs exceeding 48 hours require 200 free cards. Regarding product quality, the contractor must deliver ID cards capable of maintaining physical integrity for a two-year period with zero acceptable failure rate. Failed cards resulting from breakage, discoloration, overlay breakdown, or other unacceptable reasons must be replaced at no cost to the Department. If a 2% failure rate is identified, the contractor faces a 10% cost deduction per ID card on monthly production until the failure cause is resolved and corrective steps are implemented.
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Text version
696-BF-26-O033 Exhibit J.3
Compliance Standards
Goal To ensure that ID Card/Mug Shot systems are maintained in a manner consistent with the goals of the ID Card/Mug Shot program and the Department.
Strategy A
The Commissary and Trust Fund Help Desk will document all maintenance-related calls for hardware and software provided by the Contractor. Help Desk personnel will record all calls to include: time and date of all transactions, type of problem, final resolution, and any other pertinent information.
Standard
The standard will be measured by time. Time begins to accrue when the ID Headquarters Section initiates a call to the Contractor at the number designated by the Contractor. The time ceases to accrue when the Contractor has equipment in full operation as confirmed by Department personnel.
Location Contractor Availability
Machine Diagnostics and Repair
Arrival On-Site
Response Operational
ID
Headquarters
Section 5X9 2 hours 4 hours 24 hours
Field Locations or
Archives 5X9 2 hours Next Working
Day 24 hours
Acceptable Meet 100% of response time requirements as stated in Section C.12, Maintenance.
Unacceptable Any response time that does not meet service requirements as stated in Section C.12, Maintenance.
Payment Adjustment
Deductions shall result in free production based on the monthly average time to repair:
Monthly Average Time to Repair Free Production
24 to 36 hours 50 ID Cards
36 to 48 hours 100 ID Cards
Over 48 hours 200 ID Cards
696-BF-26-O033 Exhibit J.3
Goal To ensure the Department is furnished with ID cards that are durable and of a quality that will not impede the mission and objectives of the ID card program or the Department.
Strategy A To acquire an ID card stock that will maintain its physical integrity for a two-year period.
Standard
Commissary and Trust Fund ID Headquarters Section will review all cards for duration of use and reason of request for reissue. If the request to reissue is based on card breakage, discoloration, or breakdown of card stock or overlay or any other unacceptable reason stated in the Contract, the ID card will be replaced at no additional cost to the Department. If an abnormally large failure rate is identified, the Contractor shall take necessary steps to establish a cause and plan of resolution. Reference Section C.5.E, ID Card Specification.
Acceptable Failure Rate None
Unacceptable Failure Rate Greater than zero
Payment Adjustment
No charge to replace an ID card that has failed for unacceptable reasons. If a 2% failure rate is established, then a 10% deduction in cost per ID card may be imposed on monthly card production (Based on an average number of ID cards per month) until the reason for ID card failure is identified and steps taken to resolve the crisis.
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