16_-_Past_Work_Experience_SLA_Track_Record_Template_updated_071819.xlsx
XLSX spreadsheet 13 KB Posted
- Attached to
- NextGen Business Process Operations Federal contract opportunity
- Solicitation number
- 91003119R0008
About this file
This template provides guidance for offerors responding to solicitation number 91003119R0008 from the Department of Education for NextGen Business Process Operations. Offerors must provide five years of historical performance data for three key service level agreement metrics from three relevant past experiences in relevant categories such as contact center support, back-office processing, and availability/responsiveness. The template specifies the information required to evidence performance against metrics like customer satisfaction, accuracy/quality, and efficiency. Solicitation 91003119R0008 seeks proposals for business process operations and was posted by the Department of Education's Contracts and Acquisition Management division.
Attachment 16 - Past Work Experience SLA Track Record Template_updated 071819
View the file
Other files for this federal contract opportunity
| File | Type | Posted |
|---|---|---|
| 91003119R0008_BPO Post-Award Notice.pdf | ||
| 91003119R0008_0007.pdf | ||
| 23_-_Responses_to_Questions_-_updated_072219.docx | DOCX document | |
| 91003119R0008_0006.pdf | ||
| 23_-_Responses_to_Questions_-_updated_071819.docx | DOCX document | |
| 91003119R0008_0005.pdf | ||
| Attachments_Updated_071119.zip | ZIP file | |
| 91003119R0008_0004.pdf | ||
| Attachments_Updated_061319.zip | ZIP file | |
| 91003119R0008_0003.pdf | ||
| 91003119R0008_0002.pdf | ||
| 91003119R0008_0001.pdf | ||
| 04_-_Additional_Current_State_Technical_Constraints_-_updated_020519.xlsx | XLSX spreadsheet | |
| 04_-_Attachments_to_Addl_Current_State_Tech_Constraints_-_updated_020519.zip | ZIP file | |
| 04_-_Attachments_to_Addl_Current_State_Tech_Constraints.zip | ZIP file | |
| 91003119R0008.pdf | ||
| 03_-_Attachments_to_Finance_Technical_Requirements.zip | ZIP file | |
| 19R0008_Attachments.zip | ZIP file |
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Text version
Template U.S. Department of Education Office of Federal Student Aid Next Generation Financial Services Environment
| Business Process Operations |
| Attachment 16 - Past Work Experience SLA Track Record Template |
| Relevant Operating Element | Relevant Category | Client | SLA Metric Name | Offeror's rationale for providing this SLA | SLA Definition / Measurement | SLA Target / Benchmark | SLA Date Range | ||||||||||||||||||||||
| (mmm yy - mmm yy) | Year 1 | Year 2 | Year 3 | Year 4 | Year 5 | ||||||||||||||||||||||||
| Quarter | Quarter | Quarter | Quarter | Quarter | Quarter | Quarter | Quarter | Quarter | Quarter | Quarter | Quarter | Quarter | Quarter | Quarter | Quarter | Quarter | Quarter | Quarter | Quarter | ||||||||||
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| *Updated via Amendment 05. Offerors shall provide five-year historical performance for three key SLA metrics (offeror's choice) for each of the three experiences submitted in Volume 2 (i.e. three metrics for the first experience, three metrics for the second experience, and three metrics for the third experience). |
Hidden
| Operating element | Category |
| <Select from dropdown list> | <Select from dropdown list> |
| Contact center support | Customer Satisfaction |
| Back-office processing | Accuracy / Quality |
| Availability / Responsiveness | |
| Efficiency |
File details come from the government source that posted it. Updated .