36C78618Q0237-001.doc

ATTACHMENT A Past Performance Questionnaire 36C78618Q0237 INSTRUCTIONS: -Offeror to complete boxes 1 through 7 before sending to past customer.

-Boxes 8 through 10 to be completed by past customer of Offeror and returned to: john.carlock@va.gov no later than the three days after the solicitation closing date. NOTE: It is incumbent upon the offeror to have the customer send the completed questionnaire to the email address above by the submission date.

TO:

8. DESCRIPTION OF REQUIREMENT:

9. RATINGS - Summarize contractor performance and check the box corresponding to the performance rating for each category. See Rating Guidelines on subsequent pages for ratings categories and evaluation definitions.

(a)

QUALITY

1 [ ]

2 [ ]

3 [ ]

4 [ ]

5 [ ]

COMMENTS

(b)

PROBLEM RESOLUTION

1 [ ]

2 [ ]

3 [ ]

4 [ ]

5 [ ]

COMMENTS

(c)

COST

CONTROL

1 [ ]

2 [ ]

3 [ ]

4 [ ]

5 [ ]

COMMENTS

(d)

TIMELINESS

1 [ ]

2 [ ]

3 [ ]

4 [ ]

5 [ ]

COMMENTS

(e)

BUSINESS

RELATIONS

1 [ ]

2 [ ]

3 [ ]

4 [ ]

5 [ ]

COMMENTS

(f)

CUSTOMER

SERVICE

1 [ ]

2 [ ]

3 [ ]

4 [ ]

5 [ ]

COMMENTS

10. OVERALL RATING: (select one of the below):

WOULD or WOULD NOT

“Given what I know today about the Contractor's ability to perform in accordance with the above contract or order's most significant requirements, I (would or would not) recommend them for similar requirements in the future."

11. PRINTED NAME AND SIGNATURE OF EVALUATOR

11.a. EVALUATION DATE

RATING GUIDELINES

QUALITY OF PRODUCT OR SERVICES

Unsatisfactory

Nonconformance jeopardizes the achievement of contract goals: default.

Poor Nonconformance requires major agency intervention to ensure achievement of contract goals: show cause or cure notices

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

Good

Quality meets specification in all cases.

Excellent

Quality exceeds specifications in some cases.

PROBLEM RESOLUTION

Unsatisfactory

Inadequately resolved problems jeopardize contract goals.

Poor

Significant agency intervention required to resolve problems jeopardizing contract goals.

Fair

Some agency intervention required to resolve problems jeopardizing contract goals.

Good Successfully overcomes or resolves all problems and achieves contract goals with minimal agency intervention.

Excellent

Anticipates and avoids most problems and successfully overcomes all unforseen problems.

COST CONTROL

Unsatisfactory

Cost increases jeopardize achievement of contract goals: or billings routinely include unallowable costs.

Poor

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

Fair

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

Good

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

Excellent

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

TIMELINESS OF PERFORMANCE

Unsatisfactory

Delays jeopardize the achievement of contract goals.

Poor

Significant delays.

Fair

Minor delays.

Good

All deliverables on time.

BUSINESS RELATION

Unsatisfactory

Unethical or illegal business practices

Poor

Business practices are not attuned to customer support

Fair

Business practices are somewhat attuned to customer support.

Good

Business practices focus on customer support.

Excellent

Highly effective, proactive business practices focused on customer support.

CUSTOMER SERVICE

Unsatisfactory 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.

Poor

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

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

Good 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.

Excellent 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.