ATTACHMENT A_Performance Work Statement.docx

PERFORMANCE WORK STATEMENT

1.0 TITLE: VACO Occupational Health Wellness Unit Support Services

2.0 BACKGROUND

The Office of Administration (OA) is charged with supervising a wide range of administrative support services for Department of Veterans Affairs (VA) employees. OA is composed of 16 major business lines that include supervising VA Central Office (VACO) infrastructure that encompasses 1.4 million square feet across 10 buildings within the National Capital Region. To ensures seamless administrative operations, OA oversees all rent payments, institutes effective space management practices, provides dedicated facility maintenance, as well as implements building renovations.

OA is focused on providing exceptional quality customer service to a workforce dedicated to serving veterans and their families. This includes providing design, photography, and audio-visual services via Medial Services, as well as overseeing the distribution, management, and collection of government-furnished equipment via the Property Management Division. Equally important, OA implements transit subsidy policies and programs and offers subsidized parking and programs and offers subsidized parking for qualified individuals. With the well-being of the workforce in mind, OA oversees the implementation of Department-wide policies and programs of Occupational Safety and Health Workers Compensation Programs, and the VA Personnel Accountability System (VA-PAS)

For VA leadership, OA provides executive transportation services across the VACO campus and protocol services for the Secretary. Moreover, OA oversees official mail functions and the processing of Executive Correspondence for the Secretary of Veterans Affairs.

3.0 SCOPE

The contractor shall provide the necessary personnel, management, supervision, supplies, and medical equipment (if needed in addition to the current Government provided equipment) to execute the tasks listed in this PWS. The scope of this Performance Work Statement (PWS) is for the technical, and analytical services the contractor shall perform and deliverables required to support the operations for the onsite Occupational Health Clinics for VACO employees.

The contractor shall provide onsite occupational healthcare, analytical support, and personnel for the VACO Occupational Health Clinics identified in this PWS. The contractor shall be responsible for maintaining accurate and concise records including Data Management, Data Collection, Data Analysis, Data Reporting, Execution, and Staffing. The Contractor shall staff the identified health clinics with the appropriate personnel as identified in this PWS.

The contractor shall conduct a comprehensive program of occupational health and wellness which includes on-the-job injuries or illnesses, various screenings, health risk appraisal, examinations, and health fitness as described in the following sections for VA. The contractor shall also provide emergency-only medical services for other non-VA personnel and visitors at all assigned VA locations as required.

4.0 PERIOD OF PERFORMANCE:

The period of performance will be for six (6) months Base period and Four Twelve (12) months Option Years.

4.1TYPE OF CONTRACT: Firm Fixed Price Contract.

4.2 PLACE OF PERFORMANCE:

All work will be at 5 health unit locations listed below, with the exception of special outreach sites during the Flu Season. The location of these sites is Frederick MD and Fredericksburg MD VA, and the vaccine will be provided as requested.

Hours of Operation: Unless stated in writing and except on federal Government holidays, building closures, or early dismissals, the hours of operation shall be Monday through Friday at the locations and hours of operation listed below:

1. VACO - 810 Vermont Avenue, NW, DC from 7:00 am - 5:00 pm:

2. 1100 1st Street, NE, DC from 7:30 am - 4:00 pm:

3. 801 I Street, NW, DC from 7:30 am - 4:00 pm:

4. 425 I Street, NW, DC from 7:30 am - 4:00 pm:

5. 1800 G Street, NW, DC from 7:30 am - 4:00 pm:

4.3 TRAVEL COST:

Local travel within a 50-mile radius from the contractor's facility to the duty station is considered the cost of doing business and will not be reimbursed. Travel for non-physician personnel is not anticipated for this effort. Only 1 Physician is required to travel to the VACO Health Unit locations identified in Section 4.2 to perform services listed in this PWS.

4.4 GOVERNMENT-FURNISHED INFORMATION, EQUIPMENT, AND FACILITIES.

The Government will provide adequate physical workspace for contractor personnel (as required/determined by the COR based on the operational need) and will furnish the following: computer, monitor/s, docking stations, and any other equipment deemed necessary by the COR), materials, electronic mail (e-mail) account, use of the Government telephone, and copier usage, fax machine, materials, and or/services that will be required by the contract personnel in the performance of this contract.

The VA retains ownership of all Government-furnished equipment, materials, and/or services furnished under this contract. The use of contractor equipment in Government facilities must be approved by Program Office. All contractors must have Personal Identify Verification (PIV) card access and must maintain all necessary requirements. Contractors who have received VA email addresses must always identify themselves as a contractor in their electronic communications and in their email signature block.

5.0

SPECIFIC TASKS:

5.1 Task One: Kickoff Meeting and Contract Management Support Services.

The contractor shall conduct a post award kick-off meeting within five (5) business days after the contract award or as agreed upon between the COR. The meeting shall include the contractor and their identified key personnel, COR, Project Manager, PMO Office, Directors, and all Key stakeholders and subject matter experts identified (SMEs) by the government. At the post award kick-off meeting, the contractor shall present a draft Contractor Project Management Plan (cPMP) that outlines their management approach for this requirement, their management team, and identified key personnel. The details of (cPMP) shall include the contractor’s work plan, staffing plan, communications plan, and project schedule in Microsoft Project that includes deliverable dates, major milestones, and critical path activities, for review and approval by the CO/COR. Work shall not commence until the CO/COR approves the cPMP (i.e., approach/methodology, work plan, and schedule with major milestones) on behalf of the project advisory group.

Deliverables:

1. Post Award Kick-off meeting five (5) business days after the date of the award.

1. Draft contractor Project Management Plan 5 (five) business days before the post-award kick-off meeting.

5.2 TASK TWO: PROFESSIONAL HEALTHCARE SERVICES

The contractor shall provide the following professional healthcare services in the execution of this PWS.

1. Personal Health Exam.

This is a voluntary preventive health examination offered to VACO employees. The examination is based on preventive health practices for which evidence exists that demonstrate benefit in early detection and intervention for certain medical conditions. The screening tools that are components of these preventive examinations have been shown through rigorous evaluation and scientific study to be beneficial. The examinations are not conducted to diagnose individuals with or as a substitute for extensive testing when an individual has specific symptoms. The results of these examinations are confidential and shared only with the employee. Employees are allowed a physical every two years during their birthdate month. A list of names will be sent from HR each month.

2. Examination screening components – The components of the examination are based on the most current recommendations of the US Preventive Services Task Force (Home page | United States Preventive Services Taskforce (uspreventiveservicestaskforce.org)). Below is a list of the screening components for this examination:

a. Blood pressure screening.

b. Obesity screening – body mass index of 30kg/m2 or higher should be offered or referred to intensive, multicomponent behavioral interventions.

c. Visual impairment screening.

d. Diabetes mellitus screening – asymptomatic adults aged 40 to 70 years who are overweight or obese.

e. Lipid disorders screening – men aged 20-35 and women over age 20 who are at increased risk for coronary heart disease; all men aged 35 and older.

f. Colorectal cancer screening – adults aged 50-75 using fecal occult blood.

g. Tobacco use in adults – counseling and intervention; ask all adults about tobacco use and provide tobacco cessation interventions for those who use tobacco; provide augmented, pregnancy-tailored counseling for those pregnant women who smoke.

h. Intimate Partner Violence (IPV) screening - asymptomatic women of childbearing age; provide or refer women who screen positive to intervention services.

i. Provide information about the VACO Occupational Health Clinics during new employee orientation on a bi-monthly basis to VACO new hires.

3. COVID-19 Interventions:

The Contractor shall support COVID-19 interventions on as “as needed” basis in conjunction with guidance from the Centers for Disease Control Community Infection levels.

a. The contractor shall monitor or proctor VACO employees who self-administer a COVID-19 self-test. The contractor shall record the results of the test, the date and time of the test, and the name of the VA employee.

b. Provide tactics to proactively identify and react to COVID-19 hot spots to enable strategic decision making.

c. Identify potential excess supply of healthcare commodities and equipment to enable mitigation strategies.

d. Support distribution planning and supply re-leveling to react to increased demand or local shortages.

4. Metrics:

The Contractor shall provide tools beyond COVID-19 including the implementation of an improved healthcare chain as follows:

1. Develop and standardize a centralized operating model to clearly define key roles, responsibilities, and processes for decision-making and enhance the team's ability to improve the planning and execution of processes.

1. Implement visibility across the leadership chain, informed by commercial best practices using an integrated SharePoint.

1. Identify and establish enterprise-level performance indicators (KPIs), categorized in five performance attributes: reliability, responsiveness, agility, and costs. The first three attributes are considered customer-focused; the latter two are internally focused.

1. Extend product flow framework to non-COVID-19 key health items and equipment to provide a framework to map the VACO medical chain, help diagnose the root cause of performance issues and link data sources.

1. Populate Support Services dashboard include non-COVID-19 key health items and equipment to provide increased visibility across VACO, greater coordination among stakeholders, and drive better decision-making and planning

e. The Contractor shall populate the Support Services dashboard to include non-COVID-19 key health items and equipment to provide increased visibility across VACO,

5. Healthcare Analytical Support:

The Contractor shall provide metrics and analytical support for VACO’s healthcare to perform the following tasks:

a. Support coordination across stakeholders and facilitate buy-in and implementation of decisions across VACO.

b. Enable clinically driven decision-making for healthcare decisions that have clinical impact.

c. Leverage increased visibility across the healthcare chain, informed by commercial best practices and an integrated dashboard to frame critical operational questions that impact the VACO’s healthcare chain and current gaps.

d. Articulate vision and objectives to achieve a modernized healthcare chain.

e. Identify and establish key performance indicators (KPIs) to track critical operational questions and the success of resolution.

f. Track progress, performance, effectiveness, and coordination of key supply chain initiatives to support overall transformation efforts.

6. Analytical Support:

The Contractor shall develop metrics to support medical related Services. The Contractor’s analytical support shall include the following:

Understand critical operational questions identified by the Deputy Assistance Secretary for Office of Administration, Support Services Director, and VACO Senior Leadership and support problem-solving and the development of answers to resolve issues.

a. Systematize answers to critical operational questions and develops implementation guidelines for facilities.

b. Integrate OA’s SharePoint to track critical operational questions and success of metrics

Deliverables

1. The contractor shall provide the medical staff with written procedures (protocol) or other reference materials for the use of basic life support, including the use of an AED as well as situations that require referral to the nearest emergency room or call 911.

2. The contractor shall be responsible for the appropriate handling, labeling, storage and disposal of biohazard waste products.

3. If necessary, the contractor may be required to provide services beyond the listed regularly scheduled hours. (In such a case, the Contractor shall receive a written request from the CO or COR, for the services and such services will be specified on the bill.

4. The contractor shall provide all resources necessary to accomplish the objectives as described in this PWS except as may be otherwise noted by the CO or COR.

5. The contractor shall provide non-emergency services such as the examination and/or counsel employees, provide consultative services to agencies, administer medications, and assist employees in identifying an outside practitioner when necessary.

6. The contractor shall act as an aid in preventing and controlling health risks. For example, appraising and reporting to VACO Safety Officer any work environment health hazards brought to the physician's attention through any illness or injury that has resulted from a hazardous or unhealthy condition in the building.

7. The contractor shall provide health education counseling to promote employees' well-being. For example, non-smoking (cessation) programs, stress management, alcoholism, and drug abuse.

8. The contractor shall provide disease screening examinations, for example, blood pressure reading for hypertension, Tuberculosis (TB) skin tests, Glaucoma, Blood in stool for Colon Cancer, Vision Screening, Cholesterol, Tetanus, and Diphtheria (TD) and Glucose.

9. The contractor shall administer voluntary immunizations, as part of agency-sponsored programs, i.e., flu shots and COVID vaccine.

10. The contractor shall administer and/or monitor treatment and medications furnished by the employee and prescribed in writing by the employee's personal physician or primary care provider. The administration and or monitoring of treatments or medications shall be limited to those areas considered to be within the capabilities of the health and wellness center facilities and equipment, and consistent with the training, knowledge, and experience of the physician providing services under this PWS.

11. The contractor shall provide treatment for occupational injuries that becomes necessary during work hours, and follow the defined procedures as set by the Federal Employees Compensation Act (5 U.S.C. 8101 et seq.) where necessary.

12. The contractor shall monitor those identified employees who are considered to be at "special risk" in order to safeguard against the development of illness or injury, such as:

a. Individuals with temporary medical conditions

b. Individuals who have returned to work following serious illnesses (such as heart attack or stroke, and short-term and long-term disability cases)

c. Employees who receive fitness for duty examinations

13. The contractor shall conduct complete physical examinations for Federal Government employees as identified by VA.

14. The contractor shall provide over the counter medications (to include Flu and COVID vaccines) and supplies necessary to service patients as a supporting on-site wellness unit and to maintain documentation for reports and oversight as deemed appropriate by vendor in accordance with their formulary and prevailing standards of care.

15. The contractor shall provide yearly Health Fairs

16. The contractor shall provide monthly promotional programs in accordance with the National Awareness Month.

5.3 TASK THREE: RECORD KEEPING, DATA MANAGEMENT, DATA COLLECTION, DATA ANALYSIS, AND DATA MEDICAL SERVICES REPORTING RECORDKEEPING

The contractor shall use the identified VA system to support the medical clearance and surveillance program services for the following activities:

1. At no time shall the contractor include any VACO employee Personal Identifiable Information (PII) in the system.

2. Appointment scheduling and management – electronic appointment confirmations, reminders, cancellations.

3. The contractor shall schedule appointments for agency applicants and employees needing exam services

4. Complimentary access to a personalize employee portal for secure, online medical history and pre-appointment questionnaire completion (OPTIONAL)

5. Employee access to their own lab reports accessible via their private employee portal (OPTIONAL)

6. Submit monthly by the 10th of the month Health Units Utilization report with the exception of Flu Season then it’s weekly.

7. The contractor shall maintain all records as confidential and ensure services are conducted in parallel to HIPAA and the Privacy Act of 1974 disclosure advisements.

8. The contractor shall maintain an emergency medical kit including an Automatic External Defibrillator (AED) or current approved technological upgrade.

1. Document Management

The Contractor shall ensure proper services, recording, monitoring and reporting of key program and medical-related documents are done accurately. The Contractor shall review, archive, and track updates to the latest rules and regulations and program documents, including but not limited to updates on the latest equipment and medical supplies, and any updates to current medical practices.

The Contractor shall develop or modify the Office of Administration Performance Management Plan (Perf Mgmt Plan) within 30 calendar days of award. The Contractor shall consult with OA’s leadership and the COR to create the purpose and objectives of their Performance Management Plan. The Performance Management Plan will be a standard operating guide for Office of Administration and will be reviewed with the COR, OA Leadership and Contractor program leadership at a monthly meeting. Normally, these meetings can alternate between virtual and face to face (with dial-in capability).

2. Data Management

All records belong to VA. Full Social Security Numbers shall not be asked of any employees. When employees out process the agency, all records with the assistance of the records office shall be boxed up and sent to the VACO Records Officer for shredding. The Records Officer will assume the responsibility of the records and will process for archiving

The Contractor shall help ensure proper services, recording, monitoring, and reporting of key program information such as patients visits, immunizations given and health-related documents. The Contractor shall review, archive, and track updates to the latest rules and regulations and program documents, including but not limited to updates on the latest medical equipment, medical supplies, and updates to current medical practices. The Contractor shall perform recording and archiving, including documentation of significant actions and decisions affecting the anticipated outcome of the program. The contractor shall provide a monthly newsletter to VACO employees.

The National Archives and Records Administration (NARA) requires Social Security Numbers to archive medical records. In order to be in compliance with archiving, the contractor shall only provide the last 4 If the employee does not wish to enforce compliance, The Contractor shall return the medical records to the designated medical record file manager for disposition (and not archive on behalf of the agency).

3. Data Collection

The Contractor shall produce ad hoc data pulls of information to support the government in answering medical-related inquiries, updating briefing metrics/statistics, and supporting interactions with the COR.

The Contractor shall provide monthly service and utilization reports to the COR by close of business (COB) on the 10th business day of the following month. In addition, encounters for each should be provided to the government monthly and weekly during the Flu Season.

4. Analysis

The Contractor shall develop processes and guidelines for data governance as follows:

Determine roles, responsibilities and processes for Office of Administration dashboard views, maintenance to facilitate updates and maintenance of integrated dashboard.

5. Reporting

The contractor shall provide monthly service and utilization reports to the COR by COB on the 10th business day of the following month. In addition, clinic visits shall be provided to the government monthly. The reports shall cover everything that listed below in item 2. Please complete this entire section for each Employee/ Member as following:

1. Contractor's progress on each task in the PWS, issues, and a resource summary that details funds expended and remaining to be spent.

2. The monthly report format will be agreed upon by the COR and the Contractor and shall contain, but not be limited to the following information:

a. Meetings attended with a summary of relevant items discussed

b. Proposed activities health fair, monthly health awareness promotions at the beginning of each calendar year)

c. Open issues/problem areas

d. Key personnel changes

e. Services Provided

f. Quantity of Services

g. Referrals to Local hospital

h. Presentations and Demonstrations

i. Itemized listing of each encounter

j. COVID-19 test administration or proctoring

k. Number of patients treated

l. Number and type of physical examinations

m. Number and type of counseling incident

n. Number and type of screening programs

o. Number and type of health education programs

p. Significant events of interest to medical management personnel

q. Number and type of Office of Workers Compensation Program (OWCP) incidents (reflecting number of OSHA Forms filed) The reports shall not include any Personally Identifiable Information, or protected health information on a VACO employee. All reports and employee records are governed by VA Privacy Policy.

5.4 TASK FOUR EXECUTION

All deliverable(s) generated from work performed under this PWS shall be prepared using the Microsoft Office suite of applications. Progress reports relating to deliverable(s) shall be prepared using the Microsoft Office suite of applications' .

Action Reports:

The contractor shall prepare an action report for instances: actions that appear to present a developing trend (such as several employees being injured in a short period), may be precursory to harm (such as employee threats or erratic behavior that appears unpredictable).

End of Performance Period Report:

The Contractor shall submit an end of period report 45 days before the end of each performance year to the COR. This report shall address both the strengths and weaknesses of the Contractor’s performance during the evaluation period. Where deficiencies in performance are noted, the Contractor shall describe the actions planned or taken to correct such deficiencies and avoid their recurrence. The VA will review the Contractor's report as part of their evaluation of their management during the period.

Quarterly Equipment Condition Report:

The Contractor shall submit a quarterly report (one report every 4 months during the per period of performance by the 10th of the month) to the COR indicating the condition of all Government furnished equipment as listed in this Agreement and shall make recommendations for repair or replacement of the equipment as appropriate.

5.5 TASK FIVE: STAFFING

The Health Units shall consist of a Registered Nurse (RN) except for 810 Vermont Avenue, NW which requires multiple RNs. All contractor staff shall have the necessary credentials according to their field of expertise. Further information on personnel credentials is outlined in the Key Personnel section of this PWS. A dedicated RN shall be assigned to each one of the identified VA Occupational Health clinic locations during all hours of performance. The contractor shall provide a physician at the location of 810 Vermont Avenue. The contractor shall provide physicians that should rotate between all 5 health units locations within the VACO campus per section 4.3 of PWS.

6.0 SECURITY REQUIREMENTS

All contractor employees are subject to the same level of investigations as VA employees who have access to VA Sensitive Information. The level of background Investigation commensurate with the level of access needed to perform the tasks listed in the PWS is Public Trust. This requirement is applicable to all subcontractor personnel requiring the same access.

Contractor personnel and any subcontractor personnel shall be subject to the same Federal Laws, regulations, standards and VA Directives and Handbooks as VA and VA personnel regarding information and information system security.

7.0 KEY PERSONNEL.

The Contractor shall provide a total of 8 Key Personnel. These individuals are crucial to the successful performance of orders issued, the programs being supported by those orders, and are identified as KP in accordance with solicitation requirements. The Contractor agrees that the KP shall not be removed, diverted, or replaced from work without prior notification to the CO.

The Contractor shall provide physicians with at least two years of experience working in either an occupational health setting, or urgent care setting. The physician shall have at least two (2) years’ experience working as a licensed Physician in an occupational health clinic, family practice, emergency medicine setting, or outpatient clinic setting. The RN shall have at least two (2) years of experience working in an outpatient clinic, occupational health clinic, or urgent care setting.

1. Credentialing Packages for Healthcare Personnel

The contractor shall provide a credentialing package on the physician and RN candidates with the appropriate verifications as indicated below. The submitted credentialing package will be forwarded to the identified VA credentialing POC for them to conduct an independent credentialing process.

2. Lead Registered Nurse

The Contractor shall designate a Lead Registered Nurse (LRN) who has at least 10 years of experience in healthcare areas relevant to the tasks defined in this PWS. The LRN shall have an active and valid nursing license (free from any administrative or disciplinary actions) from any of the 48 states in the US and the District of Columbia. The LRN is defined as a person with a master’s degree in Nursing (MSN) from an accredited university or college within the United States and its territories, and experience relevant to the task order requirement. Experience shall include planning, initiating, managing, executing, and closing our programs in support of an integrated Health Care System. The LRN shall assist VA in the execution of targeted program goals. Additionally, the LRN may see patients at the contractor’s discretion.

3. Physicians

1. The contractor shall provide board-certified physicians with an active and valid license (free from any administrative or disciplinary actions) from any of the 48 states in the US and the District of Columbia.

a. The contractor shall provide a clear print out of the license verification from the associated state Board of Medicine.

2. Active and signed (front and back) Basic Life Support (BLS) card from the American Heart Association (AHA) along with verification on when the provider completed the training for their BLS card.

3. Current medical exam/physical completed within 12 months from the date of contract award documenting the following information:

a. Ability to work full duty without restrictions.

b. Documentation for a recent (within 12 months of contract award) TB testing (PPD), MMR

c. Recent (within the past 12 months) flu and COVID vaccination

d. COVID-19 immunizations.

4. Education verification from an accredited medical school in the US.

a. If the physician received their training outside of the US, the contractor shall provide a clear front and back copy of the certificate received from the Educational Commission for Foreign Medical Graduates (ECFMG) with the appropriate verification from the ECFMG.

5. Employment verification or references for their last three (3) employers.

6. Verification that the physician is not on a listing for insurance fraud on the federal and state level (Fraud & Abuse Laws | Office of Inspector General | Government Oversight | U.S. Department of Health and Human Services (hhs.gov)

7. Verification that the physician is not on the Office of the Inspector General (OIG) listing that prevents them from working in a healthcare environment.

4. Registered Nurses

1. The contractor shall provide licensed registered nurses (RN) with an active and valid nursing license (free from any administrative or disciplinary actions) from any of the 48 states in the US and the District of Columbia (DC).

a. The contractor shall provide a clear print out of the license verification from the associated state Board of Nursing.

2. Active and signed (front and back) Basic Life Support (BLS) card from the American Heart Association (AHA) along with verification on when the provider completed the training for their BLS card

3. Current medical exam/physical completed within 12 months from the date of contract award documenting the following information:

a. Ability to work full duty without restrictions.

b. Documentation for a recent (within12 months of contract award) TB testing (PPD), MMR

c. Recent (within the past 12 months) flu shot vaccination

d. COVID-19 immunizations.

4. Education verification from an accredited nursing school in the US.

5. Employment verification or references from their last three (3) employers.

5. Substitution of Personnel:

Any personnel the contractor offers as substitutes shall have the ability and qualifications, including education and experience, equal to or better than the key personnel whose biography was submitted with the successful proposal. Requests to substitute personnel shall be provided to the CO for review and approval. All notification of substitutions in KP shall be submitted to the CO at least 30-calendar days prior to making and change in KP, to the maximum extent practicable. The notification shall be in writing and shall provide a detailed explanation of the circumstances necessitating the proposed substitution. The contractor shall submit a complete biography/resume for the proposed substitute, and any other information requested by the CO. The designated representative will evaluate such requests and promptly notify the contractor of approval or disapproval thereof in writing

8.0 QUALITY ASSURANCE

Performance Standards define required performance for specific tasks. The Government performs surveillance to determine if the Contractor exceeds, meets, or does not meet these standards.

8.1 METHODS OF SURVEILLANCE.

Various methods exist to monitor performance. The COR shall use any or several of the surveillance methods listed below:

1. 100% Inspection (evaluates all outcomes) - Each month, the COR shall review all the Contractor’s performance/generated documentation and document results accordingly. This assessment shall be placed in the COR’s Quality Assurance (QA) file.

2. Random Sample - The COR shall review a random sampling of the Contractor’s performance/generated documentation and document your results accordingly. This assessment shall be placed in the COR’s QA file.

3. Validated Customer Complaint or Validated Below Average in a Specific Area – Each month, the COR shall review the Contractor’s performance/generated documentation corresponding to a validated customer complaint or validated inability to perform in accordance with the specific area and document your results accordingly. This assessment shall be placed in the COR’s QA file.

8.2 FREQUENCY OF MEASUREMENT

During contract performance, the COR will periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed, and at a minimum shall be twice a year.

8.3 ACCEPTABLE PERFORMANCE LEVELS

General Performance Measures

PROJECT

MANAGEMENT,

MILESTONES,

AND SCHEDULE

milestones per the

PWS

Notification occurs within two business days of potential issue when known in advance or within 24 hours of urgent problems, where less than two business days exist

Submits Deliverables in accordance with the deliverable schedule within five business days with no more than five incidents of performance slippage

of performance schedule slippage

WRITTEN

COMMUNICATION

consistently error-free and clear and concise so that the message is easily understood by others

CUSTOMER

SUPPORT

and Complaints based on interactions with the Contractor Customer problems are resolved within the same business day; no more than 5 incidents spent by Government personnel in providing corrective feedback on unacceptable customer service/professionalism

Specific Performance Requirements Summary (PRS)

KEY PERSONNEL-

The Government Shall not pay for services that do not conform or do not meet performance standards or have not been properly rendered in accordance with FAR 52.212-4.

The Contractor Shall be given an opportunity to correct non-conforming services at no cost to the Government if the services are non-conforming or the contract requirement is unacceptable in accordance with FAR 52.212-4

INVOICING-

9.0 DOCUMENTING PERFORMANCE

Acceptable Performance The Government shall document acceptable performance in accordance with the chart above. Any report may become a part of the supporting documentation for any contractual action.

Unacceptable Performance When unacceptable performance occurs, the COR shall inform the CO. This will always be in writing although when circumstances necessitate immediate verbal communication, that communication will be followed in writing. The COR shall document the discussion and place it in the COR file.

When the CO determines formal written communication is required, the COR shall prepare a CDR and present it to the contractor's program manager.

The contractor shall acknowledge receipt of the CDR in writing to the CO. The CDR will state how long after receipt the contractor has to take corrective action. The CDR will also specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CO shall review the contractor's corrective action plan to determine acceptability.

Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the CO.