Attachment 3 - Government Quality Assurance and Incentive Plan.pdf
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- Attached to
- Shuttle Services
- Solicitation number
- 75N98023R00023
About this file
This document outlines a quality assurance and incentive plan for a shuttle services contract with the Department of Health and Human Services National Institutes of Health. The contractor will provide shuttle transportation for employees and patients between NIH facilities. Performance will be evaluated quarterly in key areas such as reliability of shuttle runs with arrival times within 5 minutes of schedule, use of shuttle technology and customer service, and accessibility for passengers with disabilities. Incentive payments of up to $10,000 per measure may be awarded for high performance levels with few or no complaints, while deductions of up to $10,000 per measure may apply for lower performance. The contractor must also submit required reports within 5 days and respond to customer complaints or comments within 24 hours, with incentives and deductions also applying to timely responsiveness.
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Attachment 3
GOVERNMENT QUALITY ASSURANCE AND INCENTIVE PLAN
The Government reserves the right to modify any performance standards and/or metrics during the life of this contract to ensure that the appropriate outcomes are being assessed and that the performance standards are appropriate. Changes will be made via a bilateral contract modification.
Incentives and deductions will be calculated based on the quarterly cost of the contract. The method for calculating the incentives/deductions is outlined in the attachment. Measurements will be phased in within the first quarter of the contract, and no incentive/deduction payments will be made for first quarter.
Incentive/deduction calculations and payments will become effective during the second quarter of this contract and quarterly thereafter.
Performance for the shuttle services will be evaluated by the following:
Reliability of Shuttle Runs (Not to Exceed $10K)
Employees should not have to wait more than five (5) minutes beyond the scheduled arrival/departure time of the shuttle bus. The performance level will be assessed by counting the total number of complaints, compliments, observed deficiencies, and exceptional observations in a quarter. These contacts may be made through customer phone calls, letters, and/or emails.
Unannounced periodic observations will be conducted each quarter by the Contracting Officer’s Representative (COR) or designee. The levels of performance and their associated incentives/deductions for compliance with the 5-minute goal are listed below.
Level of Performance Incentive/Deductions
9 or more complaints/deficiencies $0 7 – 8 complaints/deficiencies $2,500 4 – 6 complaints/deficiencies $5,000 1 – 3 complaints/deficiencies $7,500 No complaints deficiencies $10,000
Shuttle Technology and Shuttle Bus Operations (Not to Exceed $10K)
The use of shuttle technology is a vital function of shuttle operations. Shuttle technology assists customers in effectively using shuttles from NIH facilities. This technology includes, but is not limited to, signage, posted schedules, onboard annunciator, and the NextBus application. Shuttle bus operations include, but are not limited to, driver interactions with customers, courteousness, drivers' knowledge of the campus, professional appearance, cleanliness, and riding appearance.
The performance level will be determined by counting the total number of complaints and documented deficiencies in a quarter. The levels of performance and their associated incentives/deductions are listed below.
9 or more complaints/deficiencies $0 7 – 8 complaints/deficiencies $2,500 4 – 6 complaints/deficiencies $5,000 1 – 3 complaints/deficiencies $7,500 No complaints/deficiencies $10,000
Accessibility to Shuttles for Employees and Patients with Disabilities (Not to Exceed $10K)
The performance level will be assessed by counting the total number of customer complaints and documented deficiencies in a quarter. These contacts may be made through customer phone calls, letters, and/or emails. Unannounced periodic observations will be conducted each quarter by the Contracting Officer’s Representative (COR) or designee. The observations will include, but are not limited to, the operations of ADA equipment, chairlifts, chair locks, and driver assistance. The performance level will be determined by counting the total number of complaints and documented deficiencies in a quarter. Prior notification to the COR of the specific nonfunctioning chairlift would not automatically count as a deficiency. The driver of the vehicle must be familiar with and receive training in the operation of the equipment on his/her vehicle.
The levels of performance and corresponding incentives/deductions are listed below.
3 or more complaints/deficiencies $0 1 – 2 complaints/deficiencies $5,000
No complaints/deficiencies $10,000
Contract Management/Other Forms of Customer Complaints/Compliments (Not to Exceed $10K)
Other forms of complaints and compliments from customers, including the Contracting Officer’s Representative, regarding the Shuttle Service will be taken into consideration throughout the administration of this contract.
The performance level will be assessed by counting the total number of complaints/compliments and observation deficiencies/exceptional observations in a quarter. These contacts may be made through customer phone calls, letters, emails, and comments from the NIH Shuttle Survey. The levels of performance and their associated Incentives/Deductions for contract management are listed below.
7 or more complaints/observation deficiencies $0 5 – 6 complaints/observation deficiencies $2,000 3 – 4 complaints/observation deficiencies $6,000
1 – 2 complaints/observation deficiencies $8,000 No complaints/observation deficiencies $10,000
Submission of Reports, Complaints, and Weather-Related Incident Responses (Not To Exceed $10K)
The contractor shall submit all reports to the Contracting Officer’s Representative within five (5) days via email and occasionally hard copy when requested.
The contractor shall respond via email to comments and complaints from patrons to the COR or representative within 24 hours of notification by the Government unless Government officials request an immediate response depending on the severity of the incident.
During emergencies or weather-related events, the Contractor shall have shuttle personnel report to duty unless notified by the Contracting Officer’s Representative of a modification, adjustment, or cancellation of services. Contractor personnel shall remain on duty and perform such tasks as normally required unless released from service by the COR. The contract must maintain staffing levels to staff shuttle routes for non-canceled routes.
4 or more reports/responses late and/or non-responses $0 during weather-related incidents 1 - 3 reports/responses late and/or non-responses $5,000 during weather-related incidents No late submittals of reports/responses and/or $10,000 non-responses during weather-related incidents
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