Attachment_2_Performance_Requirements_Summary_dated_3-25-19.pdf

FEMA

HOUSING INSPECTION SERVICES (HIS)

FY2019

Solicitation #: 70FB7019R00000008

Performance Requirement Summary

Attachment 2

PROCUREMENT SENSITIVE

March 25th, 2019

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NOTE: The following Attachments have been made available for this solicitation:

This document, Attachment 2 is the Performance Requirements Summary (PRS) which contains the Selected Service Performance Areas (SSPAs) Attachment 1 is the Performance Work Statement (PWS) Attachment 3 contains the Technical Exhibits

PRS Table of Contents

II. SCOPE

III. PERFORMANCE REQUIREMENT SUMMARY

Requirement Section 1: Quality Management and Production Objectives

Requirement Section 2: Task Order Performance

IV. THE SELECTED SERVICE PERFORMANCE AREAS (SSPAs)

SSPA # 1 Quality Control

SSPA # 1.A – Quality Control and Quality Assurance QASP

SSPA # 1.B – Quality Control Inspections

SSPA # 2 Production/Timeliness (Product Realization)

SSPA # 2.A – Initial Inspections and Appeal Inspections

SSPA # 2.B.1 – Withdrawn Inspections (QASP)

SSPA # 2.B.2 – Withdrawn Inspections Call Out Verification

SSPA # 2.C – No Contact Inspections

SSPA # 2.D – No Entry/Inaccessible Inspections

SSPA # 2.E – Priority Inspections

SSPA # 2.F – Sheltered Survivor Inspections

SSPA # 2.G – Sweep Inspections

SSPA # 2.H – Production (See QASP Matrix)

SSPA # 2.I – Routine Aging

SSPA # 2.J – Geographical Aging:

SSPA # 2.K – Correction Aging

SSPA # 3 Customer Service

SSPA # 4 Miscellaneous

SSPA # 4.A – Initial Operational Report

SSPA # 4.B – Staffing Reports and Surge Event Reports (Incremental Operations Reports)

SSPA # 4.C – Operational Report (Biweekly)

SSPA # 4.D – Final Task Order Operational Report

SSPA # 4.E – Cooperative Management

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I. INTRODUCTION

This Performance Requirement Summary (PRS) is a Government developed and applied document outlining the surveillance procedures that will be used in assessing the quality and performance thresholds under the Housing Inspection Service’s (HIS) contract as outlined in the PWS (Attachment 1). Additionally, the Quality Assurance Surveillance Plan (QASP) (Attachment 9) will capture surveillance results in relation to Contractor performance per Task Order. The intent is to ensure that services required are in accordance with these performance measures and the Government receives services as defined as described. The Contractor is responsible for management and quality control actions and performance action to meet the terms of the contract.

Note: A CAPA (Corrective Action Preventive Action) may be requested by FEMA on activities and requirements contained within the PWS, PRS, TOPR and/or Technical Exhibits. If FEMA requests a CAPA, the CAPA response must be received by FEMA within 72 hours. Return of CAPA’s will be discussed during post-award meeting.

II. SCOPE

During the execution of services to fulfill inspection delivery obligations, Contractor performance will be monitored. Inspector participation, production and quality will be addressed; corrective/preventive action plans requested and records of the review of the effectiveness of actions taken shall be assessed.

III. PERFORMANCE REQUIREMENT SUMMARY

Requirement Section 1: Quality Management and Production Objectives

The Contractor shall provide FEMA their Quality Management System (QMS) demonstrating acknowledgement of FEMA’s inspection contract requirements. Contractor established QMS processes shall contain their methods and systems to accomplish inspections and other associated requirements as defined in the PWS (Section 1.4). These processes shall specify the series of actions or operations to be executed, as well as accountability for each, in order to deliver to FEMA the described contract services and products (i.e. 10,000 inspections completed per day etc.). Submitted proposals demonstrating the interactions between QMS processes in order to achieve deliverables will need to be deemed acceptable by FEMA. An initial audit will be conducted by FEMA when the Contractor has completed their Transition Plan activity to verify conformance.

FEMA may observe the Contractor’s internal audits as defined within their QMS. Furthermore, FEMA may observe all the third party initial certification, surveillance, and recertification audits outlined by the QMS. All Contractor audit schedules shall be communicated to designated FEMA personnel. QMS audit findings will be shared with FEMA COR for evaluation and evidence of compliance to requirements.

Dispute Resolution Procedures: If the Contractor and COR (Contracting Officer Representative) are unable to reach agreement on evaluation results within 45 days of receipt of the invoice, the matter shall be elevated to the CO. The CO will consider any discrepancies between the Contractor and the COR, and issue a final decision. There is no provision for the

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Contractor to appeal the CO’s final decision. The original evaluation shall be forwarded to the CO for retention in the Official Contract file, and one copy each shall be provided to the Contractor and the COR. The evaluation will be used internally by the government only.

Requirement Section 2: Task Order Performance

The Task Monitor (TM) will observe, measure and monitor Contractor Task Order Performance on behalf of the FEMA Program Office and report results to the COR assigned to the contract. The results of Task Order and government provided Quality Assurance and Surveillance Plan measurements establish the thresholds (i.e., minimally acceptable)

Contractor performance shall be in accordance with inspection requirements set forth in the Performance Work Statement and will be actively monitored by authorized Government personnel to verify compliance with contract terms and conditions.

The Government will review initial, operational, surge event, final and year end management report submissions by the Contractor and track pertinent data generated through the FEMA inspection reporting systems.

A. A separate plan may be used for Technical Assistance Task Orders issued. The

QASP outlines the surveillance procedures that will be used in assessing the quality of performance achieved under the requirements section of the PWS.

These requirement standards will be incorporated into the contract and used as the basis for evaluating and measuring Contractor performance.

B. The COR and the Task Monitor are responsible for monitoring Contractor performance. The TM will document Contractor progress and performance and inform the FEMA Program Manager and COR regarding any potential issues and recommended courses of action. Issues of a contractual nature will be reported to the CO by the COR.

C. The method of surveillance will be identified in this document and certain items are separately measured in the QASP Matrix (Attachment 9). The QASP Matrix is a calculation of performance that results in a finite score in Key Performance areas. The QASP is not all inclusive of the Key Performance areas. All contained within this PRS are measured and reported as part of the performance disclosure by the government.

D. Selective Service Performance Areas (SSPAs) specified in the PRS are evaluated based on performance for each individual task order. All task orders issued and released in a performance period will be evaluated.

E. Following the expiration of the Period of Performance or the last inspection returned to FEMA whichever is later and receipt of the Final Operation Report, the Task Monitor will complete the QASP evaluation in accordance with requirements.

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F. Acceptance of QASP Results: A written acceptance request will be submitted to the Contractor, further, a written signed acceptance or non-concurrence is requested within ten business days of presentation of the FEMA prepared QASP. In the event the Contractor does not concur with the FEMA prepared QASP; the reason for non-concurrence is prepared by the Contractor and sent to the TM and the COR stating the reason(s) for non-concurrence. The Contractor, COR, and TM will affix their signatures to indicate agreement or negotiate changes agreed to by both parties on the concurrence document. It is estimated that such agreement should normally be reached within 30 days if evaluation negotiations are requested by the Contractor.

G. QASP Dispute Resolution Procedures: If the Contractor and TM are unable to reach agreement on the evaluation results within 45 days of the release from a Task Order, the matter shall be elevated to the COR. If the Contractor and COR are unable to reach agreement on the evaluation results within 60 days after release from a Task Order, the matter shall be elevated to the CO. The CO will consider any discrepancies between the Contractor and the COR, and issue a final decision. There is no provision for the Contractor to appeal the CO’s final decision. The original evaluation shall be forwarded to the CO for retention in the Official Contract file, and one copy each shall be provided to the Contractor and the COR. The evaluation will be used by the government only.

H. Concurrence Document: Immediately following agreement on the evaluation results, the CO will prepare a final Task Order modification for Contractor signature (bilateral agreement) (See the contract clause entitled “Task Order Procedures”).

IV. THE SELECTED SERVICE PERFORMANCE AREAS (SSPAs)

A detail of processes and procedures to achieve performance requirements for these categories shall be included in the Contractor’s proposal. Changes to proposal responses require approval by the COR and CO. Multiple activations will vary in size, geographic location, degree of destruction, and cultural diversity.

Selected Service Performance Areas (SSPAs) applied to the Task Order performance include:

SSPA # 1 Quality Control SSPA # 2 Production/Timeliness SSPA # 3 Customer Service SSPA # 4 Miscellaneous

SSPA # 1 Quality Control

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SSPA # 1.A – Quality Control and Quality Assurance QASP

Objective: To demonstrate the effectiveness of the Contractor’s QMS, records of Quality Control (QC) results will be measured against QMS requirements and FEMA’s provided guidance. Inspections that do not meet FEMA requirements are considered FEMA Corrections (FCOR) and returned to the Contractor at no cost to the government to remedy the error(s).

Threshold:

1. The threshold for correction is no more than 2.50% of all inspections completed within the Task Order.

2. Scoring system for FEMA Correction used by the Contractor as outlined within the PWS is shown to be accurate in design and used during QC.

3. Results from field QC inspections shall be displayed using a FEMA provided format and available to FEMA HIS within 24 hours of completing the QC inspection.

4. Contractor cooperated on receiving failed inspections.

5. Contractor shall provide documentation to FEMA illustrating a timeline of all inspectors’ work QC’d throughout the Task Order.

6. Additional thresholds may be added based on the Contractor’s TOPR response.

SSPA # 1.B – Quality Control Inspections

Objective: To perform onsite evaluations confirming the inspection of record to be free of “errors” as identified by FEMA and to demonstrate timeliness and effectiveness of the Quality Control (QC) inspection process.

Thresholds:

1. A minimum of one Field QC inspection shall be completed on work completed Within 7 days per inspector and a minimum of one every 14 days thereafter per inspector.

2. The first QC inspection shall be completed and returned to FEMA within 48 hours of the first returned complete inspection.

3. FEMA must be notified at least 24 hours prior to suspension of QCs and at least 48 hours prior to resumption. Point of contact will be identified post award.

4. QC inspections are required on a minimum of 3 or 3%, whichever is greater, of each inspectors initial inspections as well as 3 or 3% of each inspectors appeal inspections, unless waived by the FEMA Task Monitor

5. QC inspections shall represent the workload distribution (owners and renters), all geographical areas and performed throughout each activation period. This includes Corrective Action QCs.

6. Inspectors shall receive feedback on results of QC inspections.

7. Each inspector’s QC scores were acceptable per the Contractor’s QC plan or if not QC inspections continued in compliance with the remediation requirements set forth in the Performance Work Statement, Performance Requirements Summary and the Contractor’s Quality Management System.

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SSPA # 2 Production/Timeliness (Product Realization)

SSPA # 2.A – Initial Inspections and Appeal Inspections

Objective: To receive completed inspections based on the established inspection threshold deliverables as required. This requirement pertains to “Standard” inspections and “Streamline” type inspections. Each task order will identify the “Type” of inspection to be implemented during the TOPR process.

Threshold:

1. Work is returned that adheres to the FEMA requirements, Inspection Guidelines and addenda, and the ACE 4 User Guide. Guidance is subject to change and written notification will be communicated to the Contractor.

2. Inspectors documented the damage sustained as a result of the disaster.

3. Contractor made every effort to contact the survivors to schedule appointments.

4. Contractor properly protected and/or destroyed PII documentation as identified in their security plan.

SSPA # 2.B.1 – Withdrawn Inspections (QASP)

Objective: To ensure the Contractor completes all inspections assigned and explains the FEMA Inspection process to survivors who wish to withdraw for the purpose of completing the inspection.

1. Only inspections that met the withdrawn criteria were marked as such prior to returning to FEMA.

2. The Contractor demonstrated oversight of Withdrawn Voluntarily (WVO) inspection work when making contact with the survivors to reassure FEMA that inspections were not inappropriately withdrawn.

3. The inspector’s record indicated the survivor’s reason to withdraw.

SSPA # 2.B.2 – Withdrawn Inspections Call Out Verification

Objective: To contact every survivor that withdrew to confirm their intent to withdraw from the FEMA inspection program.

Threshold:

1. Attempt to communicate with all withdrawn survivors within 72 hours of the returned inspection.

2. Maintain records of call out activity including registration ID, sequence number, Inspector ID, date and time of calls, and survivor response, and inspection return date.

3. Provide records to FEMA in the biweekly and final operation reports or when requested by FEMA.

4. Details of corrective action taken for erroneously withdrawn inspections.

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5. Any withdrawn inspection that gets reissued by FEMA prior to being identified as withdrawn in error shall be completed at no cost to FEMA.

SSPA # 2.C – No Contact Inspections

Objective: To ensure the Contractor exhausted all means to contact all survivors in order to complete inspections.

1. The Contractor fulfilled the requirement to identify the inspections as no contact inspections during the Task Order activation.

2. The inspector attempted a minimum of three (3) contacts to all phone numbers and visited the dwelling a minimum of two (2) times posting a notification of contact attempt with their return phone number.

3. No more than 3% of all work completed resulted in a No Contact type of inspection.

4. All inspections identified as No Contact, were held for the full 7 days from the date issued to the inspector. During which time the inspector continued to make every effort to contact the survivor.

SSPA # 2.D – No Entry/Inaccessible Inspections

Objective: To only use “Inaccessible” and the “No Entry” procedures when applicable.

To only return inspections as inaccessible if:

1. A site visit is made and conditions creating the inaccessibility are photographed.

2. All alternative routes and mode of travel identified in the PWS were clearly exhausted.

3. The Contractor demonstrated the difference between “No Entry” and “Inaccessible”.

4. “No Entry” inspections are not to be confused with the level of damage. Example:

red tag home would be “No Entry.”

5. Contractor researched and established the local perimeters for tagged dwellings i.e.

Limited access, restricted access and inspected accordingly.

SSPA # 2.E – Priority Inspections

Objective: When notified that inspections either issued or to be issued are “Priority Inspections”, the Contractor fulfills associated requirements. Expedited inspection requests, those requiring a timely response subject to the 24-hour return timeframe, were elevated within the inspector’s schedule completed ahead of those already assigned to the field.

1. When communicated to the Contractor that certain inspections or groups of inspections were “Priority” the Contractor returned such work within 24 hours of notification.

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2. The Contractor shall include in all required reports the count of priority inspections completed to the current date of such report.

3. The Contractor took appropriate action to notify the inspector of expedited inspection request(s) while providing FEMA’s Task Monitor of the inspection’s completion.

SSPA # 2.F – Sheltered Survivor Inspections

Objective: To complete the inspection in a timely manner so the sheltered survivors can have the means to leave the shelter and find better alternative housing. A FEMA provided Ad-Hoc report will display individuals residing in a shelter requiring an expedited inspection.

1. Shelter survivors were offered an expedited inspection.

2. Contractor provided daily reports on their progress to complete shelter inspections.

SSPA # 2.G – Sweep Inspections

Objective: Inspector conducts the registration and inspection at the time of site visit. FEMA may direct the location and timing of Sweep Inspection work.

1. Demonstration of the proper use of “Sweep Inspection” as referenced in the ACE User Guide are followed when request for sweep inspections are required.

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SSPA # 2.H – Production (See QASP Matrix)

Objective: Production and aging is managed throughout Task Order activation until completion of all inspection work and built on the process to assign work on a first-in, first-out basis.

Design a plan to meet the production requirements as stated in Attachment 1 PWS. Accomplish full rate of production defined as 10,000 inspections per day per open task order. Multiple open task orders will follow the same schedule independent of each other.

1. Production criteria is measured daily comparing work issued to work returned starting from the day of the first issued inspection. Production percentage or count of inspections, whichever is less applies to the daily measurement.

2. The Production Day begins and ends using a Greenwich Mean Time (GMT) day and displayed through a FEMA provided report i.e., Inspection Management Activity Report.

3. Work returned is defined as all completed inspections returned to FEMA during task order activation period.

4. Initial, appeal and re-inspections are counted in measuring the production requirements.

5. Stated performance requirements is based on a minimum of 10,000 inspections completed per day, or percentage of work, whichever is applicable per open task order, further defined as the “full rate of production” for any one task order. Each task order is measured separately against this schedule.

6. Any FCOR inspection returned during task order activation period shall be removed as a count towards the production threshold and will require recalculation based on the date the work was first completed by the Contractor.

7. Task Order threshold shown below are based on inspections returned per day. Target number or percentage, whichever is less, is required throughout the Task Order performance period.

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Per Task Order Production Threshold(s):

Day 1 0 Day 2 0 Day 3 1,000 per task order or 15% of inspections issued Day 4 1,750 per task order or 20% of inspections issued Day 5 2,500 per task order or 25% of inspections issued Day 6 3,250 per task order or 30% of inspections issued Day 7 4,000 per task order or 35% of inspections issued Day 8 4,750 per task order or 40% of inspections issued Day 9 5,500 per task order or 45% of inspections issued Day 10 6,200 per task order or 50% of inspections issued Day 11 7,000 per task order or 55% of inspections issued Day 12 7,750 per task order or 60% of inspections issued Day 13 8,500 per task order or 65% of inspections issued Day 14 9,250 per task order or 70% of inspections issued Day 15 10,000 per task order or 75% of inspections issued Day 16 10,000 per task order or 80% of inspections issued Day 17 10,000 per task order or 85% of inspections issued Day 18 10,000 per task order or 85% of inspections issued Day 19 and continuing, 10,000 inspections or maintain 90% per task order.

SSPA # 2.I – Routine Aging

Objective: By using a first-in, first-out basis to complete work, all inspections should be completed on an average of 3 days and 6 hours from the date of issuance to the Contractor, measured on the day the final inspection is returned. Exceptions are made for “No Contact” inspections.

1. Inspector shall hold inspections up to 7 days to meet the survivors at their designated appointed time.

2. To facilitate efficiencies at the end of task order assignments, FEMA may authorize inspections to be held greater than 7 days.

1. The average time to complete inspections for the task order shall not exceed 3 days and 6 hours from the date of issuance to the Contractor. No Contact inspections are not counted within this SSPA and are measured separately. At the end of each Task

NOTE: The start date of the production schedule shown below may be date adjusted based on the necessity of a “Just in Time” Task Order Requirement.

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Order, NEMIS reports will calculate and group inspections returned based on age from the time of issuance to the time of return to FEMA.

SSPA # 2.J – Geographical Aging:

Objective: To provide uniformity of response across all geographical areas tasked, inspections shall be completed an average of 5 days from the date of issuance to the date returned to FEMA.

Threshold:

1. Combined inspections from a single county/parish/independent city shall not exceed an average of 5 days from the date of issuance to the Contractor.

SSPA # 2.K - Correction Aging:

Objective: Inspections noting an error remain outstanding limiting the Agency’s ability to weigh a survivor decision. To avoid this unnecessary inconvenience, errant inspections should be returned within 72 hours.

1. Individual FCOR inspections shall be returned within 72.

SSPA # 3 Customer Service

Objective: The Contractor’s approved survey process shall be followed according to their approved QMS. The Contractor shall comply with customer service requirements specified in the PWS. A random sampling based on the count of inspections assigned under the Task Order will be performed by FEMA. Results of this sampling will be provided to the Contractor along with a scoring matrix to be achieved at a later date.

1. Survey was conducted according to Contractor’s proposal.

2. Survey was found to be accurate, timely and complete.

SSPA # 4 Miscellaneous

SSPA # 4.A – Initial Operational Report

Objective: The Initial Operational Report shall ensure that the Contractor understands all requirements pertaining to the specific disaster. It shall demonstrate that the Contractor is aware of risks and challenges when proposing solutions to overcome the challenges.

1. To receive all contents contained under PWS to the satisfaction of the Task Monitor with concurrence by the COR.

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SSPA # 4.B – Staffing Reports and Surge Event Reports (Incremental Operations Reports)

Objective: Provide a staffing report due to the nature of disasters during large or catastrophic events, FEMA will request additional information beyond the requirements of the Initial Operational and Operational Reports. See PWS Section 4.6.4 and 4.6.8 for required content.

1. Staffing report was updated within 72 hours of staffing changes and made available to FEMA throughout the task order.

2. Additional reporting information requested is received within a specified timeframe.

SSPA # 4.C – Operational Report (Biweekly)

Objective: To receive a biweekly (14 days) report from Task Order Contractor Briefing, and continue bi-weekly thereafter. See PWS Section 4.6.5 for required content.

1. To receive all contents contained under PWS to the satisfaction of the Task Monitor with concurrence by the COR for final concurrence throughout the task order activation period.

SSPA # 4.D – Final Task Order Operational Report

Objective: The report shall summarize all operational reports for the Task Order and should be a summary of all Task Order reports. See PWS Section 4.6.6 for required content.

1. To consist of an all-inclusive summary for all requirements stated within Initial Operations Report and Operational Reports to include lessons learned.

2. To be received no later than 30 days after the Period of Performance expires or the last inspection is returned to FEMA whichever is later to designated FEMA personnel.

SSPA # 4.E – Cooperative Management

Objective: Cooperative management is best demonstrated through results. During task order activation period, the effectiveness of the Contractor’s Quality Management System and meeting Task Order Performance thresholds are key objectives.

Threshold:

1. CAPA (corrective action preventive action) responses detailing causation with corrective action measures were returned within 72 hours of FEMA’s request or notice of the nonconformity by the contractor. The Contractor may need to perform additional analysis to complete the corrective action after submitting the initial CAPA response to FEMA. The following are probable conditions leading to CAPA requests, but not an exhaustive list:

a. Quality scores not meeting FEMA acceptable thresholds

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b. Missed production thresholds

c. Excessive timelines on completed and/or FCOR inspections.

d. Negative customer service results

e. Habitability determination errors

f. Failing to photograph conditions driving the dwelling’s unsafe condition

g. Removing system required comments

h. SSPA 2.B.1 Withdrawn inspections exceeding the threshold.

2. CAPAs were implemented during task order activation period and whether or not a noticeable improvement was confirmed, the corrective action addressed the original situation.

3. Contractor was proactive in identifying, disclosing and addressing errant work.

4. Complaint responses were returned to FEMA as complete and accurate.

5. Contractor worked cooperatively with FEMA as displayed through responsive action request to best meet the needs of the disaster survivors. E.g. expediting inspections, media inspection request, prioritization fulfilment.

Task Order performance contains specific SSPA measurements within the categories of Quality, Performance, Customer Service and Miscellaneous categories.

SSPA # 4.F – Management Staffing and Readiness Report.

Objective: 4.6.1 Management and Staffing Readiness Report The Contractor shall provide FEMA access to the Contractor’s inspector data base that includes a description of the various inspector cadre levels within the organization. These descriptions shall include quality supervisors, quality control inspectors, field inspector supervisors and varied levels of field inspectors. Additionally, back office reviewers, assigners, and trainers should be included as part of the staffing report. This data base will become the baseline field staffing model proposed by the Contractor to perform the scope of work.

1. Electronic database or electronic file access.

2. Discloses staff members by name

3. All titles listed in objective contained in the Report

SSPA#4.G - Inspector Baseline Inspector Staffing Report (Monthly)

Objective: 4.6.1 Management and Staffing Readiness Report The contractor shall provide monthly to FEMA an inspector availability report.

1. Contains the count of inspectors deployed, not deployed and available to do work under the contract.

2. The report content shall disclose the method of validation, and timelines to remedy staffing shortages to meet the terms of the performance requirements contained within the Performance Work Statement