DRAFT Attachment 2 Performance Requirement Summary.docx

ATTACHMENT 2

PERFORMANCE REQUIREMENT SUMMARY (PRS)

DEPARTMENT OF HOMELAND SECURITY (DHS)

FEDERAL EMERGENCY MANAGEMENT AGENCY (FEMA)

OFFICE OF RESPONSE AND RECOVERY (ORR)

INDIVIDUAL ASSISTANCE (IA)

INDIVIDUAL AND HOUSEHOLDS PROGRAM (IHP)

FIELD SERVICES CONTRACT

Date: December 4, 2023

This document, Attachment 2 is the Performance Requirements Summary (PRS) which contains the Selected Service Performance Areas (SSPAs) for measuring contractor performance.

Attachment 1 is the Performance Work Statement (PWS)

PRS Table of Contents

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 IHP Field Services contract as outlined in the PWS (Attachment 1). Additionally, the Quality Assurance Surveillance Plan (QASP) (Attachment 3) will capture surveillance results in relation to the Contractor’s performance per awarded Task Order. The surveillance intention is to ensure that services required are in accordance with these performance measurements and the Government receives services as defined. The Contractor is responsible for the management, quality control actions and performance to meet the terms of the contract.

SCOPE

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

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 IHP Field Services contract requirements. Contractor established QMS processes shall contain their methods and systems to accomplish assessments and other associated requirements as defined in the PWS. 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. 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 the Phase-In activity to verify conformance.

FEMA may observe the Contractor’s internal audits as defined within their QMS. Furthermore, FEMA may observe third party 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 (Contracting Officer Representative) for evaluation and evidence of compliance to requirements.

Requirement Section 2: Task Order Performance

The Contractor’s Task Order performance will be measured by the Government in accordance with the PWS, this PRS, FEMA provided guidance and the Contractor’s approve Quality Management System (QMS).

The FEMA Contracting Officer’s Representative (COR) ensures the outcomes of the Contractor’s Task Order performance when measured by the FEMA Task Monitor (TM).

The FEMA TM will observe the Contractor’s performance throughout the Task Order for compliance with the Selective Service Performance Areas (SSPAs) within this PRS. The FEMA TM, with their supervisor’s approval, may request non-compliant work to be corrected at no cost to the Government. Additional corrective action may be requested by the Government when the Contractor’s performance is not in compliance of this PRS.

At the conclusion of the Task Order performance, typically when all assessments have been returned, an evaluation of key Selective Service Performance Areas (SSPA) specified in the Quality Assurance Surveillance Plan (QASP) (Attachment 3) will be assessed by the Government.

The QASP evaluation and subsequent score measures the Contractor’s Task Order performance. For Technical Assistance or Just in Time Task Order awards, a separate performance is measured and defined through the Task Order Proposal Request (TOPR).

Acceptance of QASP Results: A written acceptance request will be submitted to the contractor by the COR, further, a written signed acceptance or non-concurrence is requested within ten business days of presentation of the FEMA prepared QASP.

QASP Dispute Resolution Procedures: 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 COR stating the reason(s) for non-concurrence. If the Contractor and COR are unable to reach agreement within 45 days of the 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.

Once an agreement or negotiated changes are agreed to by both parties, the Contractor and COR will affix their signatures 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.

Concurrence Document: Immediately following agreement on the QASP evaluation results, the CO will prepare a final Task Order modification for Contractor signature.

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 Task Order proposal. Changes to proposal responses require approval by the COR and CO. Multiple activations will vary in size, geographic location, degree of destruction, and demographics.

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

SSPA #1 Quality and Customer Service SSPA # 1.A – Quality Assurance Objective: To reduce survivor burden, an accurate assessment of structural damages and personal losses is warranted. Completed assessment results will be measured against the Contractor’s QMS and FEMA provided guidance (Damage Guidelines, Disaster Addenda). Assessments that do not meet FEMA requirements are considered FEMA Corrections (FCOR) and returned to the contractor for remedy at no cost to the Government.

Threshold:

(1) The threshold for correction is no more than 2.5% of all assessments completed within the Task Order.

(2) The Contractor associated errant work to that of the Contractor’s QMS and FEMA provided guidance.

(3) Contractor cooperated on receiving failed assessments.

(4) Additional thresholds may be added based on the Contractor’s TOPR response.

SSPA # 1.B – Quality Control Objective: Returned assessments must be free of errors as identified by FEMA through Technical Exhibit 6 FEMA Corrections.

A quality control assessment (QC) evaluates the assessment of record using the same assessment method (onsite or remote) and conducted after the assessment of record is returned to avoid simultaneous reviews. QC assessments are conducted on completed work and not on assessments with the return status of withdrawn or no contact, or where the dwelling was inaccessible.

Threshold:

1. A minimum of one QC assessment shall be completed on work returned within 7 days per assessor and continue throughout the assessor’s field deployment for the Task Order.

(1) The first QC assessment shall be completed and returned to FEMA within 48 hours of the first returned complete assessment.

(2) FEMA must be notified at least 24 hours prior to a break in conducting QC assessments, and within 48 hours prior to resumption of conducting QC assessments during the assignment. The FEMA point of contact will be identified post Task Order award.

(3) QC assessments are required on a minimum of 3 and 3% of each assessor’s initial assessments as well as 3 and 3% of each assessor’s appeal assessments, and 1 QC for every 30 days of the assessor’s deployment to measure a continuous commitment to quality. Any of the stipulated requirements may be waived by the FEMA Task Monitor.

(4) QC assessments shall represent the workload distribution (owners and renters), conducted in all geographical areas, and performed throughout each activation period.

(5) Contractor shall provide assessors feedback on results of QC assessments.

(6) Each assessor’s QC scores were acceptable per the Contractor’s QC plan or if not, QC assessments continued in compliance with the remediation requirements set forth in the PWS, PRS or the Contractor’s QMS.

SSPA # 1.C – Customer Service

Objective: To ensure satisfactory customer service during the assessment process, Contractors shall confirm the interaction between the survivor and assessor. All surveys shall be in accordance with the Contractor’s approved QMS, the PWS and any FEMA requests. Surveys will be combined with the Quality Control assessment process for reporting and retention via GFE.

Threshold:

(1) Survey was conducted according to contractor’s QMS verifying applicant / assessor interaction measuring outcome on a score type basis.

(2) Minimally, 3% of applicants receiving a completed assessment were surveyed.

(3) Surveys shall measure the assessor’s conduct, performance, professionalism, timeliness (assessor meeting scheduled time) and capability to convey the assessment process and next steps to the applicant with a 95% satisfaction rating.

(4) Survey results shall be displayed through the QC Spreadsheet (Technical Exhibit 7) and Operational Reports.

SSPA #2 Completed Assessments and Production SSPA # 2.A – Initial Assessments and Appeal Assessments

Objective: To receive all issued assessments based on established procedures and guidance. Each Task Order will identify the assessment “Method” (i.e., onsite or remote) to be implemented through the TOPR.

Threshold:

(1) Work shall adhere to the FEMA requirements, Assessment Guidelines, and disaster specific addenda. Guidance is subject to change and written notification will be communicated to the contractor.

(2) Assessors properly 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 applicant personal identifying information (PII) as identified in their security plan and outlined by DHS authority.

SSPA # 2.B – Withdrawn Assessments

Objective: To ensure the Contractor completes all assessments assigned and explains the FEMA Assessment process to survivors who wish to withdraw their assessment.

Threshold:

(1) Only assessments that meet FEMA’s guidelines for withdrawn criteria were record as Withdrawn when returned to FEMA.

(2) The assessor’s record indicated the survivor’s reason to withdraw.

(3) The Contractor demonstrated oversight displaying their investigation and subsequent corrective action when the assessor’s rate of withdrawn assessments exceeds the Task Order average by 150% at any time of deployment.

SSPA # 2.C – No Contact Assessments

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

Threshold:

(1) The Contractor fulfilled the requirements to identify no contact assessments during the Task Order activation.

(2) All assessments identified as No Contact, were held for established time from the date issued to the assessor and returned to FEMA.

(3) The assessor notated their attempt to contact the survivor a minimum of three times on separate days and different times of the day.

(4) The Contractor provided rationale for the conditions that precipitated the reissuance of 15% of the original No Contact assessments.

SSPA # 2.D – Inaccessible Assessments

Objective: To only use “Inaccessible” procedures when applicable.

Threshold:

(1) A confirmation of the inaccessible condition is fully documented.

(2) Contractor researched and established the local perimeters for dwellings with limited or no access and inspected accordingly.

SSPA # 2.E – Expedited Assessments

Objective: When requested by FEMA, expedited assessments will be issued ahead of the first in, first out (FIFO) assignment to the assessor, or the assessor was alerted to contact the applicant and attempted to complete the assessment ahead of work assigned to them. The Contractor will receive notification of expedited assessments by email from the FEMA Task Monitor.

Threshold:

(1) The Contractor took appropriate action to notify the assessor of expedited assessment request(s).

SSPA # 2.F – Sheltered Survivor Assessments

Objective: To afford sheltered survivors have the means to find better alternative housing in a timely manner, the Contractor will expedite the issuance of assessments where the applicant is currently residing in a shelter. A FEMA provided Ad-Hoc report will display individuals residing in a shelter requiring an expedited assessment.

Threshold:

(1) Shelter survivors were offered an expedited assessment.

SSPA # 2.G – Production

Objective: To conduct damage assessments that meet or exceed established production requirements affording FEMA the opportunity to assist the greatest number of survivors as soon as possible.

Production is managed throughout Task Order activation until completing all issued assessments. The assignment of work will follow the first-in, first-out (FIFO) procedure. Contractors will implement a plan to meet the production requirements stated in the PWS and this PRS. The accomplished full rate of production is defined as the return of 10,000 assessments per day for combined Task Order deployments for Option 1, and 1,000 assessments per day for combined Task Order deployments for Option 2.

Conditions:

a) Production criteria is measured daily comparing work issued to the work returned starting from the first issued assessment day. Production percentage or count of assessments, whichever is less applies to the daily metric.

b) Numerical Daily Targets: Only assessments returned on the day of measurement are counted towards the daily numerical targets. Exception, all assessments returned through the end of Day three (3) for Option 1 Task Orders and end of Day 2 for Option 2 Task Orders are included in that day’s count.

c) Percentage Daily Targets: Daily percentages are calculated using the cumulative issued and returned assessments at the end of the respective Production Day.

d) The Production Day begins and ends using a Greenwich Mean Time (GMT) day and displayed through a FEMA provided report: Inspection Management Activity Report (IMAR).

e) Work returned is defined as all completed assessments returned to FEMA during Task Order activation period.

f) Initial, appeal and re-assessments are counted in measuring the production requirements.

g) All Task Orders requiring the return of 50,000 or more assessments will follow Option 1 production, regardless of the time of year.

h) The start date of the production schedule shown below may be adjusted based on the necessity of a Just in Time Task Order requirement.

Threshold:

(1) There are three (3) Productions Options FEMA will consider and specify when issuing a Task Order.

(2) FEMA may establish Task Order specific production requirements when the volume of assessments is anticipated to exceed the full rate of production across multiple Task Orders. The distribution of work negotiated will align with the full rate of production for multiple events until fielding assessors through a separate Just in Timing hiring task order.

Option 1: Peak Activity: Incrementally return assessments detailed in Table 1 below for Task Orders issued August through November. For concurrent events, the completion of 10,000 daily assessments is the ceiling required production for combined Task Orders.

Table 1 (Option 1) The Contractor shall return the lesser of the two daily assessment metrics until completing and maintaining 10,000 daily returned assessments across all active task orders, or 90% of the total issued assessments per task order.

Option 2: Non-Peak Activity: Incrementally return assessments detailed in Table 2 below for Task Orders issued December through July. For concurrent events, 1,000 assessments is the ceiling required production for combined Task Orders.

Table 2 (Option 2) The Contractor shall return the lesser of the two daily assessment metrics until completing and maintaining 1,000 daily returned assessments across all active task orders, or 90% of the total issued assessments per task order.

Option 3: Assessor Deployment: The Contractor shall follow the prescribed hybrid approach combining a required quantity of personnel and the subsequent use of production Option 1 or Option 2, dependent on the time of year. Under this configuration, FEMA will provide a quantity of assessors for deployment, the location, time, and floor production followed by a point in time to transition from Option 3 to either Option 1 or Option 2. The timing of the transition will coexist with the event “normalizing” that may include but not limited to the restoration of roadway access, fuel, food, and lodging resources within 1-hour commuting distance to the affected area and the lifting of any curfews preventing survivors from returning to the affected areas. FEMA will consider the volume of returned work to establish the production day within the subsequent option.

Example: Task Order proposal requires 150 assessors to arrive Mobile, AL by September 15, 2026, and begin completing an average of 3 assessments per day per assessor by September 17, 2026 (bearing sufficient quantity of assessments). Assessors will maintain this production posture for 7 days permitting the clearing of roads and restoration of fuel availability and return of the majority of applicants to the affected area. On the eighth (8th) day, the Contractor will begin returning a count of assessments associated with Day 5’s production for Option 1.

SSPA # 3 Timeliness SSPA #3.A – Routine Aging Objective: To meet survivor needs, the timely return of completed assessments is necessary for an immediate award determination. Uniform aging is the average time to return all completed assessments, except for FCORs and QC assessments, measured from the time issued to the Contractor and returned to FEMA.

Threshold:

(1) The average time to return assessments conducted in CONUS regions is less than 3 days and 6 hours, and for OCONUS regions less than 6 days.

SSPA # 3.B – Geographical Aging Objective: To provide uniformity of response, the average age of assessments from a single county/parish/independent city shall not exceed the average age of work returned from a location where the majority of work is issued.

Threshold:

1. The combined assessments from a single county/parish/independent city shall not exceed the average age of work returned from the geographic location where the majority of work is issued. I.e., A Task Order issues 100,000 assessments where 75,000 are issued to a single county. That single county represents the majority of work and will be the benchmark measurement for the average age that all other counties are not to exceed.

SSPA # 3.C - Correction Aging Objective: Assessments noting an error that remain outstanding limits FEMA’s ability to weigh a survivor’s decision. To avoid this unnecessary inconvenience, errant assessments shall be returned within 72 hours.

Threshold:

1. Individual FCOR assessments shall be returned within 72 hours.

SSPA # 4 Reports and Cooperative Management 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. See PWS Section 5.19.3 for required content.

Threshold:

(1) The FEMA COR & TM will receive the report within 72 hours of the contractor’s Briefing.

(2) Content of the report was compliant with the conditions stipulated in PWS Section 5.19.3 and acceptable to FEMA.

SSPA # 4.B – Disaster Staffing Reports and Surge Event Reports Objective: Provide disaster staffing report specified in PWS section 5.19.4, and any surge event reports requested during declared events. Surge event reporting may require components assessments in excess of that contained in the operational reports. See PWS Section 5.19.4 and 5.19.8 for required content.

Threshold:

(1) Disaster staffing report shall be provided to FEMA within 72 hours of the contractor’s Briefing and updated throughout the Task Order recording staffing changes throughout the Task Order.

(2) Contractor provided FEMA with requested surge event reports within the specified timeframe.

SSPA # 4.C – Disaster Operational Report (14 / 28 day interval) Objective: The Contractor shall provide Disaster operational reports within 14 days from the Contractor Briefing, and 28 days thereafter until receipt of the last open assessment to FEMA . See PWS Section 5.19.5 for required content.

Threshold:

(9) 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 – Disaster Final 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 5.19.7 for required content.

Threshold:

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

(2) FEMA shall receive the report no later than 30 days after the last assessment is returned to FEMA.

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

Objective: The Contractor shall provide FEMA with the names and positions of staff typically funded through operational readiness. The report shall identify directors, officers, managers, supervisors, warehouse personnel, trainers, and steady-state personnel used for disaster operations (review and assigners). This data set will become the baseline staffing model proposed by the contractor to perform the scope of work. Reference PWS 5.19.1

Threshold:

(1) Discloses staff members by name

(2) All titles listed in objective contained in the Report

(3) The Contractor shall deliver this report to FEMA’s COR on quarterly intervals by the 10th of the month (Oct., Jan., March, June).

SSPA # 4.F - Assessor Baseline Staffing Report (Monthly) Objective: The Contractor shall provide FEMA a monthly report of the assessor’s availability.

Threshold:

(1) Contains the count of assessors deployed, not deployed and available to deploy under the contract.

(2) The report disclosed the method of validation, and timelines to remedy staffing shortages to meet the terms of the performance requirements contained within the Attachment 1 PWS and this PRS.

(3) Report was delivered to FEMA by the 10th of the month.

SSPA # 4.G – 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) A CAPA (Corrective Action Preventive Action) may be requested by FEMA when not meeting the requirements established by the PWS, PRS, FEMA provided guidance, TOPR, and the Contractor’s QMS. The Contractor may need to perform additional analysis to complete the corrective action after submitting the initial CAPA response. The CAPA response shall be delivered to FEMA within 3 business days of notice (excluding holidays and weekends) detailing causation with corrective action measures of the nonconformity.

(2) Contractor was proactive in identifying, disclosing and addressing errant work.

(3) Complaint responses were returned to FEMA as complete and accurate.

(4) Contractor worked cooperatively with FEMA as displayed through responsive action request to best meet the needs of the disaster survivors. E.g. expediting assessments, media assessment request, prioritization fulfilment.

(5) Invoices shall be based on the Contractor’s accounting periods. All invoices shall be submitted on Mondays but not later than the third Monday after the end of the Contractor’s accounting period. When a holiday falls on a Monday, invoices shall be submitted on Tuesday.

2024 FSC PRS 2 of 15 March 6, 2023