Attachment 3-Avaya Maintenance - Past Performance Questionnaire.docx

Source Selection Sensitive – See FAR 3.104

Source Selection Sensitive – See FAR 3.104 Attachment 3 – Past Performance Questionnaire

State Repeaters Past Performance Questionnaire December 4, 2023

Avaya Maintenance Present and Past Performance Assessment Questionnaire The Department of State, Telecommunications Wireless Division and is conducting a source selection to award an Indefinite Delivery-Indefinite Quantity contract for Avaya onsite Maintenance to include service requests at local domestic locations. An Offeror has identified you as a reference to provide past or recent performance information about a specific contract. Please complete the enclosed questionnaire electronically and return it no later than 2:00 PM Eastern Time, January 12, 2024, to the e-mail address below.

Thank you for your assistance.

Andrew Rothstein RothsteinAT@State.gov

Performance Assessment Ratings:

Please use the ratings below to assess the contractor’s performance.

Superior (S)

The contractor’s performance meets all contractual requirements and exceeds many of them. The contractor had few minor problems for which it took corrective actions that effectively resolved the problem.

Good (G)

The contractor’s performance meets contractual requirements. The contractor had some minor problems for which the corrective actions taken satisfactorily resolved the problem.

Marginal (M)

The contractor’s performance does not meet some contractual requirements. The contractor encountered serious problems for which the corrective actions were only marginally effective.

Unacceptable (U)

The contractor’s performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractor had serious problem(s) for which its corrective actions were ineffective.

Do not return this questionnaire to the contractor Please provide the information requested below. Please enter the letter rating (S, G, M, U or N/A) for each question in the “Rating” column and provide an explanation in the “Explanation” column. Rows will expand to accept all information typed. If you have any questions, please contact the Contract Specialist.

NOTE: For any adverse rating (Marginal (M) or Unacceptable (U)), the evaluator should explain the events that took place and explain why corrective action did not resolve the problem. Please do not adversely rate the contractor if the Government was at fault.

1. Contract Information (Offeror may fill this out in prior to sending to the contact) Contractor’s Name

Contractor’s Program Manager Name

Agency/Client Name

Agency/Client Address

Agency/Client Phone

Agency/Client Program Manager Name and Contact Information (phone and e-mail) Name:

Phone:

E-mail

Program Name

Type of Contract

Contract Number

Period of Performance

Contract Status – Active or Complete

Program Description – please include the benefits of the program

2. Technical

How would you rate the contractor’s ability to provide onsite maintenance within the Avaya Service Level Agreement timeframes?

How would you rate the contractor’s successfully resolve Avaya Systems issues in a timely manner?

How would you rate the contractor’s ability to obtain replacement parts in a timely manner?

How would you rate the contractor’s ability to complete onsite service requests (UPS and/or UPS battery replacement, cable repair and replacement, server fan repair, etc.)?

3. Management

How would you rate the contractor’s ability to manage the entire program and keep you informed of status?

How would you rate the contractor’s ability to identify, evaluate, and manage project risks?

How would you rate the contractor’s ability to manage its sub-contractors, partners, OEMs and suppliers?

4. Quality

How would you rate the contractor’s ability to resolve maintenance issues within the first call and complete service requests with no defects or issues?

How would you rate the effectiveness of the contractor’s billing process to ensure you receive accurate bills for products on a timely basis?

5. Customer Satisfaction

How would you rate the contractor’s ability to provide a high level of communication, customer service and satisfaction?

How well did the contractor’s employees and subcontractors conduct themselves in a professional and business-like manner?

6. General

Explanation

If you had the opportunity, would you use this contractor again?

If so, is there anything that you would change about how you managed them?

Other comments – Please provide any other comments applicable to the contactor’s performance on your project.

SBU - CONTRACTING AND ACQUISITIONS

1SBU - CONTRACTING AND ACQUISITIONS

Avaya Maintenance Past Performance Questionnaire December 4, 2023