DASS_DRFP_Attachment_4.2_Performance_Requirements_Summary.pdf

80SSC019R0007 DASS DRFP Attachment 4.2

DASS CONTRACT PERFORMANCE REQUIREMENTS SUMMARY

Required Service

Performance

Standard

Method of

Surveillance

SOW 2.5

Training Plan

1, Ensure all employees meet the minimum training requirements.

2. Provide an annual training program.

Verification may be requested as needed by the COR. Annual training summary provided by contractor to demonstrate compliance with plan, addressing any gaps and mitigation plan.

SOW 3.0.1

Telephone Services

1. Answer incoming calls, determine the nature of the call, and transfer to appropriate individual, in a courteous and professional manner.

2. Take messages, including pertinent information.

3. Place telephone calls and/or look up telephone numbers.

4. Customer transparency when phones are shared, i.e. team members should inform their co-worker when phones are shared of the status of key personnel so that accurate information is given to the customer.

Continuous phone coverage during core business hours.

Customer Feedback and monthly surveillance of adherence to standards.

SOW 3.0.2

Appointment and Schedule Services

1. Schedule appointments and maintain calendars.

2. Make final schedule commitments based on knowledge of workload and priorities.

3. Update and maintain MS Outlook calendar for multiple individuals and coordinate with multiple offices.

Customer Feedback

SOW 3.0.3

Visitor Services

1. Receive, greet, and screen visitors in a courteous and professional manner.

2. Determine nature and purpose of visit and refer to appropriate personnel.

3. Visitors will be escorted from initial greeting place to their end destination.

4. Prepare required documentation for visitors, secure correct badge and maintain records of the documentation.

Coordination with Security is required.

Customer Feedback

SOW 3.0.4

Meeting Services, Teleconferencing Services, and Scheduling Conference Rooms

1. Coordinate complete meeting services: (teleconference, ViTS, viewgraph, video, multimedia PC, VCR or other equipment) so that meetings start at the directed times and all invitees are notified to meet the schedule.

2. Maintain accurate conference room schedules, logs, and minutes for multiple customers and events.

3. Maintain conference room points of contract with correct telephone numbers.

4. Update all electronic bulletin boards and gate signs.

5. Coordinate with all stakeholders, i.e. movers, audio, etc. as applicable

Customer Feedback.

SOW 3.0.5

Mail Service/Information Dissemination

1. Pick-up mail/packages (Center mail, U.S. Postal mail, express services, and other mail deliveries), open, time stamp and distribute on a daily basis.

2. Pick up/deliver mail, packages, information to any building on-site at SSC.

3. Distribute flyers, weather information, staff-meeting notices, announcements, safety notices, and other correspondence daily via bulletin boards or e-mail within specified time of requestor. Maintain accurate logs of information.

Customer Feedback

SOW 3.0.6

Ordering Supplies

1. Survey and coordinate supplies orders to maintain a level of frequently used items.

2. Consolidate and maintain an orderly supply cabinet to ensure sufficient stock to avoid work delay.

3. Coordinate supplies orders with appropriate Government purchase card holders in accordance with current SSC policy, using appropriate sources and SSC Forms.

Customer Feedback

SOW 3.0.7

Copying/Faxing/ Graphics/Photo Services

1. Copy or fax information, including looking up fax numbers.

2. Prepare graphics and photo requests services within specified time of requestor.

3. When special services are required, appropriate forms will be processed. (Reference NDP 1490.1F)

4. Submit and follow-up with appropriate office to ensure delivery of material.

5. Shred sensitive contractual and/or personnel documents when services are required.

6. Prepare and ensure shipment of Federal Express Packages.

Customer Feedback

SOW 3.0.8

Records Management

1. Establish, review, maintain, and archive office files/records on personnel, action documents, employment verifications, organization and other administrative records.

2. Maintain official records in accordance with NPR 1441.1D, “Records Retention Schedules”.

3. Effectively and efficiently retrieve files/records as requested.

Customer Feedback, internal and external audit findings

SOW 4.0.1

Desktop Word Processing

1. Serve as a subject matter expert in the preparation of accurate correspondence, presentation charts, and other documentation, in the specified timeframe.

2. Comply with grammatical and mechanical conventions based on the Gregg Reference Manual (Latest edition) and current edition of NPR 1450.10D, “NASA Correspondence Management and Communications Standards and Style.”

3. Maintain accurate distribution list for the preparation of appropriate data packages for submission to the requestors for signature.

4. Create, maintain, and input data into the office tracking system, electronic spreadsheet or an office electronic system.

5. Be knowledgeable and maintain proficiency in current Microsoft Office Products: Word, Excel, and Power Point.

Customer Feedback and Monthly surveillance of correspondence , work instructions and other documents for quality and compliance to guidelines.

SOW 4.3

Correspondence Tracking

1. Maintain accurate and current electronic or hardcopy master action log that includes incoming/outgoing correspondence or actions assigned to the office.

2. Timely dissemination of actions, tracking pending or late actions and notify the NASA office supervisor.

Feedback

SOW 5.0

Travel Coordination

1. Prepare and process travel requests, orders, vouchers, itineraries, schedules, summaries, aircraft, lodging and car reservations for official domestic and international travel, using the current travel manager system.

2. Notify traveler of current status of his/her travel arrangements.

3. Secure and pickup government vehicles if needed.

4. All travel arrangements, orders, and vouchers shall conform to policies as described in the Federal Joint Travel Regulations (JTR) and Section 9700 of the NASA Financial Management Manual. Travel orders shall be completed within 2 working days of notification of intent to travel. Travel vouchers shall be completed within 2 days of receipt.

5. Maintain database of travel budget, allocation by fund code, expenditures, and projected expenditures.

6. Provide a monthly status of the remaining budget for the office.

Customer Feedback and Monthly surveillance of vouchers for quality and compliance to guidelines, i.e.

completion of travel orders and vouchers within 2 workdays

SOW 6.0

Time and Labor Collection

1. Assist in collecting time and labor data for SSC civil service employees.

2. The contractor will complete data entry for civil service time and attendance, when necessary.

Customer Feedback

SOW 7.0

Property Coordination

1. Serve as or Assist organizational property custodian with moving, replacing, repairing or excess NASA property.

2. Initiate actions in an efficient manner in accordance with NPR 4200.1E, “NASA Equipment Management Manual.”

Customer Feedback

SOW 8.0

Move Coordination

1. Initiate paperwork to accommodate customer requirements, in accordance with SSC Move Request Procedures, the Information Technology Procedures and in accordance with the appropriate SSC policy for “Facility Space Allocation and Utilization.”

2. Monitor the progress of the move or modification, ensure deadline compliance of move or office modification, and provide a status of progress to the NASA office supervisor.

Customer Feedback

SOW 9.0

Training Coordination

1. Disseminate training information.

2. Prepare and submit training requests (to include travel arrangements if applicable) and registration to the Human Capital Office.

3. Serve as administrator in SATERN, providing training reports as needed to the manager.

SOW 10.0

Information Services Coordination

1. Coordinate and process routing of routine service requests for telephone and personal computer changes, moves, and updates.

SOW 11.0

Customer Service

Function as an integral team member within the administrative support team and with other members of their assigned organization. Maintain a professional, courteous working relationships.

Customer Feedback

SOW 12.0

Special Events Coordination

1. Assist in coordination efforts for special events such as office activities, annual inspections, monthly staff meetings, Total Health and Safety Day, and mission-related activities, by performing work such as making signs and posters, obtaining badges, and providing other basic administrative services.

SOW 13.0

Miscellaneous Activities

1. Assist in coordinating a variety of office support activities, including serving as Fire Warden, point of contact for the office, or other support to specific Center or organization sponsored functions required by the office.

Customer Feedback.

Compliance with applicable reporting requirements