Appendix C - Performance Objective Thresholds.pdf

Performance Objective

Performance Threshold Surveillance Method and Frequency

Assessment Criteria

Absence (Paragraph 1.9) 1. Notify Contracting Officer minimum of 24 hours in advance of any planned absence and provide Park Attendants for 99% of shifts.

1. COR will verify Park Attendant presence at the booth via radio or phone call check-in.

1. No less than 24 hours from time of notification to start of Park Attendant shift start time on the date of planned absence.

1. Financial transactions processed with 95% accuracy. Errors that can be and are self-corrected by the Contractor within 24 hours will NOT be counted against the performance threshold.

1. Inspection by the COR, errors reported by the Contractor requiring Facility Manager correction, and verified customer complaints. Inspections will be conducted on an ongoing basis.

1. Financial Transaction accuracy will take into consideration: selected payment method, Contractor entered customer information, discount pass verification, and Contractor entered dollar value(s).

2. Shifts closed on the same day they are opened 99% of the time.

2. Rangers will periodically, but not less than weekly, review R1S records to verify shift open and close dates for all Park Attendants.

2. Shift close date and time must be no more than 24 hours after the date and time the shift was opened.

3. Accountable property and materials issued to Contractor 100% accounted for.

3. Not less than monthly, Park Rangers will conduct an audit of transaction records and Park Attendant property on hand to ensure that all items are accounted for.

3. All property accounted for via transaction records, appropriate property transfer forms (DD Form A410 or COR approved alternate), or in Park Attendant possession.

Campground Management and Registration of Campers (Paras.

2.2, Inclusive)

1. Fee booth opened on time 99% of shifts. 1. Random sample inspection by the COR.

Inspections will be conducted on an ongoing basis.

1. Fee booth must be open and ready to conduct business with visitors at the advertised time.

2. Pre-shift Campground surveillance started and completed on time 99% of shifts and 100% of mid-shift campground surveillance conducted.

2. Random sample inspection by the COR.

Inspections will be conducted on an ongoing basis.

2. Park Attendant must be physically present in the camping portion of the campground 1 hour prior to advertised fee booth operation time for the pre-shift surveillance and then physically present in the camping portion of the campground no later than 3:15pm for the afternoon surveillance and have the fee booth re-opened for operation no later than 4pm.

3. Campground occupancy records accurate and, when applicable, entered into R1S following 90% of surveillance tours.

3. Random sample inspection by the COR.

Inspections will be conducted on an ongoing basis.

3. Campground occupancy record accuracy will take into account: new arrivals checked-in, departures checked-out, cancellations processed, modifications performed to customer satisfaction, and No-Shows processed.

Care of Fee Booth (Paras. 2.3, Inclusive)

1. No documented incidents of unauthorized access to the fee booth that are a result of the Park Attendants actions.

1. Observation by COR and designated Government representatives. Inspections will be conducted on an ongoing basis.

1. Zero (0) documented incidents of the Park Attendant allowing access to the fee booth by unauthorized persons and zero (0) incidents where the COR observes the Park Attendant leaving the fee booth unsecured.

2. No evidence of fee booth uncleanliness, disorder, or neglect after 99% of shifts.

2. Observations by COR and designated representatives. Inspections will be conducted on an ongoing basis, always occurring directly after Park Attendant shift. Fee booth condition pre, during, and post-shift will be accounted for when conducting inspections.

2. All visible cobwebs and insect nests removed, dirt and dust removed from exposed surfaces, materials and supplies properly stored, no trash or litter outside of proper receptacles inside the booth or within 20 feet of the exterior of the building, trash receptable liners replaced if they are full or not fully serviceable, floors and counters clear of dirt, dust, and debris.

Collection of User Fees (Paras. 2.1, Inclusive)

Performance Objective Thresholds - Appendix C

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Performance Threshold Surveillance Method and Frequency

Assessment Criteria

Dissemination of Information (Paras. 2.4, Inclusive)

1. Maintain the required minimum supply of all handouts as designated by the COR on 90% of shifts.

1. Observations by COR and designated representatives. Inspections will be conducted on an ongoing basis, always occurring directly after Park Attendant shift and no later than the beginning of the pre-shift surveillance the following day.

1. Minimum supply of 100 handouts on hand at the fee booth or an order requesting more submitted in the ranger mailbox in the fee booth on the same day that the supply deficit occurs.

2. Park Attendants within hearing distance of Government provided communication equipment 95% of the time.

2. Observation by COR and designated Government representatives. Inspections will be conducted on an ongoing basis.

2. The Park Attendant will be considered out of hearing range when: communication equipment is inside the booth with all doors and windows closed and the attendant is outside the booth or one or both pieces of equipment are turned off or disconnected. Documented occurrences where the Park Attendant is discovered out of hearing range of the Government provided communication equipment will be counted against the total number of shifts for the ordering period for that Contractor.

3. Collect and deliver campground data requested to the COR OR distribute requested materials as requested by the COR within allotted timeframe for 80% of requests.

3. The COR will evaluate successful completion by calculating the difference between the time the request is acknowledged and the time that the task is completed.

3. Perform data collection or material distribution requested by the COR within two (2) hours or request confirmation. The time to deliver may be extended by mutual agreement between the COR and the Park Attendants. Time extensions must be in writing to be valid.

4. Provide inaccurate information to visitors OR fail to provide requested campground, rule/regulation, or general Rend Lake information to visitors no more than three (3) times.

4. Random sample inspection by the COR.

Inspections will be conducted on an ongoing basis.

Government Inspectors will observe Park Attendant interactions with visitors to assess Park Attendant knowledge and information accuracy. Visitor complaints may prompt increased inspection frequency.

4. Visitor information dissemination accuracy will take into account: general campground knowledge pertaining to campsite amenities, check-in and check-out times, campsite locations, facility locations, rules and regulations, and knowledge of Rend Lake recreation areas and available activities beyond the Park Attendants assigned campground.

5. All accidents, incidents, and situations affecting health and safety of visitors reported through the appropriate channel no more than one (1) hour after Park Attendant awareness.

5. Fee booth call logs and voicemails, Park Attendant campground surveillance logs, along with statements collected from visitors will be used to assess Park Attendant awareness. Visitor statements alone will not be used to count a failure to report. Visitor statements must be corroborated by additional evidence such as call logs with timestamps or witness collaboration.

5. Counted as a failure to report if an accident, incident, or situation affecting health and safety of visitors is reported to rangers and definitive evidence exists that the Park Attendant had knowledge of it and failed to file a report within the designated timeframe, and no reasonable explanation with supporting evidence can be provided.

6. All violations of rules and regulations observed by the Park Attendant or reported to the Park Attendant by a visitor reported to a Corps Ranger within 24 hours of Park Attendant awareness.

6. Fee booth call logs and voicemails, Park Attendant campground surveillance logs, along with statements collected from visitors will be used to assess Park Attendant awareness. Visitor statements alone will not be used to count a failure to report. Visitor statements must be corroborated by additional evidence such as call logs with timestamps or security footage at the fee booth.

6. Counted as a failure to report if a violation of rules or regulations is reported to rangers and definitive evidence exists that the Park Attendant had knowledge of it and failed to file a report within the designated timeframe, and no reasonable explanation with supporting evidence can be provided.

7. Never attempt to enforce rules and regulations violations during campground surveillance or attempt to create and enforce new rules and regulations.

7. Observation by COR and designated Government representatives. Inspections will be conducted on an ongoing basis. Visitor reports of rule/regulation enforcement attempts will be used as additional evaluation method but must be corroborated with supporting evidence.

7. Any attempt by Park Attendants to enforce any rule or regulation violations observed during campground surveillance. Park Attendants are encouraged to inform visitors of rules and regulations but should never make any attempt to coerce visitors to comply.

8. All Lost and Found items logged on MVS Form 342 (Lost and Found Impoundment Receipt), tagged with a unique identifying number, and turned over to a park ranger.

8. Observation by COR and designated Government representatives. Inspections will be conducted on an ongoing basis. Visitor reports of delivery of lost property will be used as additional evaluation method but must be corroborated with supporting evidence.

8. Counted as a failure to report if lost property is discovered in the possession of Park Attendants and is reported to rangers and definitive evidence exists that the Park Attendant had knowledge of it and failed to file a report within the 24 hours, and no reasonable explanation with supporting evidence can be provided.

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Performance Threshold Surveillance Method and Frequency

Assessment Criteria

Professional Conduct (Paras. 2.5, Inclusive)

1. Use offensive language, behave in a discourteous manner, or exhibit offensive conduct while interacting with or in view of visitors no more than one (1) time.

1. Random sample inspection by the COR and other Government Inspectors. Inspections will be conducted on an ongoing basis. Government Inspectors will observe Park Attendant interactions with visitors to assess Park Attendant conduct.

Visitor complaints may prompt increased inspection frequency.

1. Failure to exhibit professional conduct includes any one of the following: language that is meant to intentionally denigrate, offend or instigate a negative emotional response, casual or directed use of curse words, offensive gestures, clothing depicting logos or words not appropriate to family settings. Signed visitor statements will be considered sufficient evidence on this item.

2. Never interfere with Government employee use of Government furnished equipment, bring a pet of any kind into the fee booth, eat or drink within six

(6) feet of the computer or radio communication equipment, or possess a weapon while conducting Park Attendant duties.

2. Observation by COR and designated Government representatives. Inspections will be conducted on an ongoing basis.

2. Any single occurrence violating the performance threshold elements.

3. Never use Government furnished equipment for anything other than official purposes.

3. Observation by COR and designated Government representatives. Inspections will be conducted on an ongoing basis. Telephone records will be periodically reviewed to identify unauthorized calls. Radio traffic will be continuously monitored. Internet history on the fee booth computer will be reviewed at least monthly.

3. Any use of Government furnished communication equipment for anything other than official purposes.

4. Abide by all campground rules and regulations, other than those specifically waived, at all times.

4. Observation by COR and designated Government representatives. Inspections will be conducted on an ongoing basis.

4. Any violation of campground rules and regulations not authorized by the COR.

Summary of Performance Objective Thresholds

Primary Element Sub-Element Percentage Occurrence Absence (1.8) 1. Absence 99% -

1. Financial Transaction Accuracy 95% -

2. Shifts Closed 99% -

3. Accountable Property 100% -

1. Booth Operation Hours 99% -

2. Surveillance 99% -

3. Occupancy Records Updated 90% -

1. Unauthorized fee booth access - 0

2. Cleanliness 99% -

1. Supply of handouts 90% -

2. Hearing range of equipment 95% -

3. Data Collection Efforts 80% -

4. Accurate Information to Visitors - 3

5. Incident/Accident Reporting - 0

6. Violation Reporting - 3

7. Violation Enforcement - 0

8. Lost and Found Items - 0

1. Towards Visitors - 1

2. Booth Operation/Restrictions - 0

3. Official Use of Equipment - 0

4. Rules and Regulations - 0

Security and Care of Booth (2.3) Information Dissemination (2.4)

Professional Conduct (2.5)

Threshold Type

Fee Collection (2.1)

Management and Reservations (2.2)

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