21 - SLAs and Performance Metrics.xlsx

XLSX spreadsheet 20 KB Posted Oct 30, 2023

Attached to: Military OneSource Program - Request for Proposal (RFP) 47QFCA23R0053 Federal contract opportunity
Solicitation number: 47QFCA23R0053
Issued by: General Services Administration Federal Acquisition Service Assisted Acquisition Services Federal Systems Integration and Management Center

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Written by GovTribe AI · Dec 21, 2023

This document outlines service level agreements and performance metrics for the Military OneSource program. Key details include specific performance requirements and standards for call center services such as call response times, abandon rates, hold times, and callback completion rates to be measured through monthly status reports. It also establishes participant satisfaction metrics for programs including counseling, educational materials, and specialty consultations. Additionally, it defines training and credentialing standards for call center staff, network providers, health coaches, and financial counselors. Quality control measures are specified for documentation, adverse incident reporting, and case reviews across service lines. Proposed metrics are left for government approval in many areas.

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File	Type	Posted
SF-30 -Amendment 09.pdf	PDF	Oct 3, 2024
43 - Amd 07 Question and Answer.pdf	PDF	Feb 16, 2024
Standard Form 30 - 47QFCA23R0053 Amendment 06.pdf	PDF	Feb 9, 2024
Amd 06 RFP 47QFCA23R0053 - Military OneSource Program.docx	DOCX document	Feb 9, 2024
20 - Amd 06_DD254.pdf	PDF	Feb 9, 2024
Standard Form 30 - 47QFCA23R0053 Amendment 04- Jan 3 2024.pdf	PDF	Jan 3, 2024
07 - Amd 03. eCMS-TechDiagram.pdf	PDF	Dec 21, 2023
08 - Amd 03. Elec Case Mgt System (eCMS) Overview.docx	DOCX document	Dec 21, 2023
09 - Amd 03. Glossary of Terms.docx	DOCX document	Dec 21, 2023
06 - Amd 03. Non-Med Counseling Warm Hand-Off and Referrals.docx	DOCX document	Dec 21, 2023
48 - Amd 03. SF-1449 Fillable - RFP 47QFCA23R0053 - .pdf	PDF	Dec 21, 2023
23 - Amd 03. Military OneSource Monthly Status Report.docx	DOCX document	Dec 21, 2023
51 - Amd 03 Past Performance Template.docx	DOCX document	Dec 21, 2023
21 - Amd 03. SLAs and Performance Metrics.xlsx	XLSX spreadsheet	Dec 21, 2023
49 - Amd 03. Fulfillment Items Inventory Levels.xlsx	XLSX spreadsheet	Dec 21, 2023
02 - Amd 03. Incremental Funding Table.xlsx	XLSX spreadsheet	Dec 21, 2023
RFP 47QFCA23R0053 - Military OneSource Program October 30 2023.pdf	PDF	Oct 30, 2023
22 - Fulfillment Process.pdf	PDF	Oct 30, 2023
15 - Secure Logon Process.pdf	PDF	Oct 30, 2023
08 - Electronic Case Management System (eCMS) Overview.docx	DOCX document	Oct 30, 2023
27 - Request to Initiate Purchase (RIP).xlsx	XLSX spreadsheet	Oct 30, 2023
29 - Deliverable Acceptance-Rejection.docx	DOCX document	Oct 30, 2023
13 - Wounded Warrior Specialty Consultations.docx	DOCX document	Oct 30, 2023
04 - Exceptional Family Member Program.docx	DOCX document	Oct 30, 2023
41 - Eligibility Matrix_Jun23_v3.xlsx	XLSX spreadsheet	Oct 30, 2023
31 - OCI Statement.docx	DOCX document	Oct 30, 2023
19 - CAC Security Bulletin.pdf	PDF	Oct 30, 2023
02 - Incremental Funding Table.xlsx	XLSX spreadsheet	Oct 30, 2023
07 - Electronic Case Management System (eCMS) -Tech Diagram.pdf	PDF	Oct 30, 2023
32 - Updated Project Staffing Plan (PSP).xlsx	XLSX spreadsheet	Oct 30, 2023
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40 - Commercial and Individual Model_Subk Plan-Jan 2023.docx	DOCX document	Oct 30, 2023
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42 - eCMS Sample XML for NMCO AAR.docx	DOCX document	Oct 30, 2023
17 - Adverse Incident Policies.docx	DOCX document	Oct 30, 2023
12 - Informed Consent - Confidentiality.docx	DOCX document	Oct 30, 2023
03 - Scope of Non-Medical Counseling.docx	DOCX document	Oct 30, 2023
11 - Non-Medical Counseling Info.docx	DOCX document	Oct 30, 2023
36 - Corporate Non-Disclosure Agreement (NDA).docx	DOCX document	Oct 30, 2023
33 - Key Personnel Qualification Matrix (KPQM).docx	DOCX document	Oct 30, 2023
34 - Letter of Commitment.docx	DOCX document	Oct 30, 2023
RFP 47QFCA23R0053 - Military OneSource Program Cover Letter.pdf	PDF	Oct 30, 2023
37 - Federal Register - Vol 87 No. 244 MCandFP SORN.pdf	PDF	Oct 30, 2023
39 - Military OneSource Historical Data.xlsx	XLSX spreadsheet	Oct 30, 2023
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MOS Service Levels

Evaluation Category	Performance Requirement	Performance Standard	Inspection	Inspection Frequency	Performance Monitoring Mechanism (Automated/Manual)	Standard Unit of Measurement
Call Center	Provide responsive service to callers	Calls answered live within 20 seconds of first ring; 90%	Monthly Status Report (MSR), government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Call Center	Provide responsive service to callers	Abandon rate < 3%	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Call Center	Provide responsive service to callers	Hold time during triage < 5 minutes; 95%	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Call Center	Provide responsive service to callers	Callbacks completed within 48 hours; 95%	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Call Center	Provide simultaneous language interpretation services	Availability of services; 100%	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Call Center	Provide document translation services to callers	Availability of services; 100%	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Call Center	Translation of documents	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Call Center	Follow Up Attempts per section 4.2.1.9 of the RFP	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Call Center	Service Breakdowns¹ as a Percentage of Cases	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Call Center	Specialty Consultations for Wounded Warrior Referrals submitted within 1 hour of call to facilitate 96 hour plan of action	100%	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Call Center	Specialty Consultations for Wounded Warrior Case information posted to tracking system	95% within 1 business day	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Call Center	Specialty Consultations for Wounded Warrior Follow up rate	100%	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Contractor Military OneSource Web Presence	Web presence uptime excluding scheduled maintenance	Offeror propose for Government Approval	MSR	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Participant Satisfaction	% of Participants Surveyed	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Participant Satisfaction	% Overall Satisfaction	95%	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Participant Satisfaction	% Satisfied with Educational Materials (received in a timely manner, readability, utility & validity)	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Participant Satisfaction	Participants Satisfaction with Contractor Military OneSource Web presence	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Participant Satisfaction	Participants Satisfaction with simultaneous language interpretation services	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Participant Satisfaction	Participants Satisfaction with document translation services	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Participant Satisfaction	Participants Satisfaction with Specialty Consultations for Wounded Warrior	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Participant Satisfaction	Participants Satisfaction with Financial Counseling	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Participant Satisfaction	Participants Satisfaction with Health & Wellness Coaching	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Participant Satisfaction	Participants Satisfaction with Other Specialty Consultations	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Participant Satisfaction	Participants Satisfaction with face-to-face experience in relation to Non-medical counseling	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Participant Satisfaction	Participants Satisfaction with telephonic experience in relation to Non-medical counseling	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Participant Satisfaction	Participants Satisfaction with web-based experience in relation to Non-medical counseling	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Participant Satisfaction	Participants Satisfaction with video experience in relation to Non-medical counseling	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Participant Satisfaction	Participants Satisfaction with Triage Consultant	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Participant Satisfaction	Participants Satisfaction with Tax Filing Services	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Participant Satisfaction	Satisfaction with Tax Consultation Services	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Training and Credentialing	Criminal History Background Checks	100% upon hire and every five years after employment	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Training and Credentialing	Identifying and Safeguarding Personally Identifiable Information (Privacy Act), Cyber Awareness Challenge	100% before access to government data system	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Training and Credentialing	Military OneSource Call Center Staff Orientation Training	100% within 15 days of hire	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Training and Credentialing	Military OneSource Staff refresher training	100% per the requirements in section 4.1.12 of the RFP	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Training and Credentialing	Network Provider Orientation training	100% before being assigned Military OneSource Participants	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Training and Credentialing	Network Provider Refresher training	100% annually	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Training and Credentialing	Network Provider signed addendums and/or contracts to perform Military OneSource Non-medical Counseling	100% before being assigned Military OneSource Participants	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Training and Credentialing	Network Provider Credentials and License Verification	100% before being assigned participants and annually thereafter	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Training and Credentialing	Health and Wellness Coach Orientation training	100% before being assigned Military OneSource Participants	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Training and Credentialing	Health and Wellness Coach Refresher training	100% annually	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Training and Credentialing	Financial Counselor Orientation Training	100% before being assigned Military OneSource Participants	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Training and Credentialing	Financial Counselor Refresher training	100% annually	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Non-Medical Counseling	Non-Medical Counseling Quality² of cases	Offeror propose for Government Approval	Measured through QA Reviews reported on MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Non-Medical Counseling	Non-Medical Counseling cases scheduled for face-to-face appointment	Offeror propose for Government Approval	Measured through QA Reviews reported on MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Non-Medical Counseling	Case information posted to eCMS	Offeror propose for Government Approval	Measured through QA Reviews reported on MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Non-Medical Counseling	Case information to be posted to eCMS in an adverse incident³	100% within 24 hrs from date of service or receipt of incident.	Measured through QA Reviews reported on MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Non-Medical Counseling	Service breakdowns¹ as a percentage of Non-Medical Counseling cases	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Non-Medical Counseling	Provider Availability	92% within 30 minutes or 15 miles of Participant	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Health and Wellness Coaching	Quality² of Health & Wellness Coaching	Offeror propose for Government Approval	Measured through QA Reviews reported on MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Health and Wellness Coaching	Health & Wellness cases scheduled for appointment	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Health and Wellness Coaching	Health & Wellness information posted to eCMS	Offeror propose for Government Approval	Measured through QA Reviews reported on MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Health and Wellness Coaching	Case Information is furnished to provider of services	Offeror propose for Government Approval	Measured through QA Reviews reported on MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Health and Wellness Coaching	Service Breakdowns¹ as a percentage of cases	Offeror propose for Government Approval	Measured through QA Reviews reported on MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Financial Coaching	Quality² of Financial Counseling	95%	Measured through QA Reviews reported on MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Financial Coaching	Financial Counseling cases scheduled for appointment	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Financial Coaching	Financial Counseling Documented and Provided.	Offeror propose for Government Approval	Measured through QA Reviews reported on MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Financial Coaching	Case Information is furnished to provider of services	Offeror propose for Government Approval	Measured through QA Reviews reported on MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Financial Coaching	Service Breakdowns¹ as a percentage of cases	Offeror propose for Government Approval	Measured through QA Reviews reported on MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Tax Consultation	Quality² of Tax Consultation	95%	Measured through QA Reviews reported on MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Tax Consultation	Tax Consultation cases scheduled for appointment	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Tax Consultation	Tax Consultation Documented and Provided	Offeror propose for Government Approval	Measured through QA Reviews reported on MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Tax Consultation	Service Breakdowns¹ as a percentage of cases	Offeror propose for Government Approval	Measured through QA Reviews reported on MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Military OneSource Field Consultants	Field Consultant support provided in every state and territory	No Field Consultant position vacant more than 45 days	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Military OneSource Field Consultants	Field Consultant to provide initial plan of support for their assigned State	Offeror propose for Government Approval	MSR, government sampling	Three months after award	Offeror propose for Government Approval	Offeror propose for Government Approval
Military OneSource Field Consultants	Field Consultant to provide an updated plan of support for their assigned State	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Military OneSource Field Consultants	Military OneSource Field Consultant and Outreach Assistant completed training/orientation as required by the Government per section 4.1.11 of the RFP	100% completion prior to providing support	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Military OneSource Field Consultants	Military OneSource Field Consultant to provide catalogue of resources to Government	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Educational and Fulfillment Materials	Educational Materials and Referrals Shipped in a timely manner	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Educational and Fulfillment Materials	Satisfaction with shipment of fulfillment materials (received in a timely manner, correct items, correct quantities)	Offeror propose for Government Approval	MSR, government sampling and feedback from recipients	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Educational and Fulfillment Materials	Monthly catalog file provided of all fulfillment materials offered by the number in stock	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Educational and Fulfillment Materials	Monthly report provide to the government of all fulfillment requests processed	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Hosted Webinar	All webinar sessions began within 2 minutes of scheduled start time	100%	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Hosted Webinar	Email confirmations sent out to participants who register at least 48 hours in advance of when a webinar is scheduled to begin	100% within 24 hours of the webinar beginning	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Hosted Webinar	Webinars are recorded and archived	100%	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Quality Control	Duty to Warn and Mandated Report Cases	100% supervisor audit of all duty to warn and mandated reports from any area of Military OneSource service delivery system	Measured through QA Reviews reported on MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Quality Control	Quality 2 of Documentation of Duty to Warn and Mandated Report Cases	95% pass rate on audits of all duty to warn and mandated reports from any area of Military OneSource	Measured through QA Reviews reported on MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Quality Control	Government Notification of an Adverse Incident	100% of all incidents 24 hrs via email and phone notification to Government Program Manager and posted to eCMS	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Quality Control	Triage Consultant Quality Audits	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Quality Control	Specialty Consult Case Reviews	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Quality Control	Non-Medical Counseling Quality Case Reviews of Open and Closed Cases to include, face to face, telephonic, web, and video	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Quality Control	Health & Wellness Coaching Case Reviews Open and Closed cases	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Quality Control	Financial Counseling Reviews	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval
Quality Control	Tax Consultation Service Quality Reviews	Offeror propose for Government Approval	MSR, government sampling	Monthly	Offeror propose for Government Approval	Offeror propose for Government Approval

KEY

¹ Service Breakdowns are participant complaints and breakdowns in processes or services reported to the QA Manager

² For non-medical counseling and health and wellness coaching, the Contractor shall provide written definitions, parameters and instruments used for quality of cases that meet, at a minimum, COA or URAC standards.

For all other programs such as call center, specialty consultations, financial counseling and tax services, the Contractor shall provide written definitions, parameters and instruments for quality of services.

³ Adverse incidents include, but are not limited to, reported suicides, homicides, fatalities, or any other incident that could potentially cause risk to the Participant or generate negative media or other attention to the Military OneSource Program.

File details come from the government source that posted it. Updated Oct 30, 2023.