Attachment_3_Service_Summary_PWS_GSA_Short_Term_Rental_Call_Center_Support_Services.pdf
PDF 80 KB Posted
- Solicitation number
- 47QMCA26Q0041
- Issued by
-
GSA Federal Acquisition Service
About this file
This document is a Performance Work Statement (PWS) performance metrics and surveillance table for a Short Term Rental (STR) call center operation contract. The contractor is required to deliver eight primary performance items with specific Acceptable Quality Levels (AQLs) and surveillance methods.
The core deliverables include: (1) telephone call center operations responding to inquiries with 100% AQL requiring weekly review of call reports and recorded conversation sampling; (2) email response operations with same-day responses for inquiries received before 4:00 PM CST with 100% AQL and weekly timeliness reviews; (3) data input of Federal Procurement Data System (FPDS) data, invoices, and damage claims with 98% AQL and monthly database reporting; (4) monitoring of open rental reports for expiring rentals and vendor communication to ensure compliance; (5) contractor support coverage with 100% AQL subject to random COR inspections; (6) establishment and maintenance of a comprehensive Management Plan with 98% AQL and CO/COR formal approval or rejection; (7) monthly status reports with 98% AQL requiring customer input and formal approval; and (8) electronic chat communication operations with 100% AQL and weekly timeliness reviews. All performance items require accurate, professional, and courteous service delivery within established PWS timeframes and processes, with surveillance conducted through weekly reviews, monthly reports, random inspections, and formal customer input procedures.
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Text version
Item Performance Required PWS Paragraph Standard Performance Threshold Performance Measure Surveillance Method
Operate Short Term Rental (STR) call center responding to telephone call inquiries, and calls requesting information and services within established timelines.
Accurate information given in a professional and courteous manner.
C.3.1, C.3.2, C.3, and C.4
100% of operation provided by established dates and time and in accordance with STR processes and PWS requirements
AQL2 for this project task is 100% due to the critical nature of completing requirements in established time parameters.
Weekly review of call center reports and random sampling of recorded conversations with contractor team lead
Operate Short Term Rental (STR) call center, responding to customer emails and other electronic inquiries same day if received before 4:00 PM CST. Accurate information given in a professional and courteous manner.
C.3.1, C.3.2, C.3, and C.4
100% of operation provided by established dates and time and in accordance with STR processes and PWS requirements. Emails received by 4:00pm CST are responded to in the same day.
AQL for this project task is 100% due to the critical nature of completing requirements in established time parameters.
Weekly review of e-mail response timeliness and accuracy with contractor team lead
Input of FPDS data, invoices and damage claims into established government databases, ensuring that data is captured accurately within established timeframes.
C.3.1, C.3.2, C.3, and C.4
100% of input by established timeframes.
Data is entered accurately in accordance with STR processes and PWS requirements.
AQL for this task is 98% of required data will be input accurately throughout the life of the task.
Monthly report from established government databases.
Monitor open rental reports for expiring rentals and communicate with customers/ven dors to ensure task order compliance.
C.3.1, C.3.2, C.3, and C.4
Contractor Support Coverage C.10.4,C.10.5 (C.18) 100% of operation provided by established dates and in accordance with PWS requirements.
AQL for this task is 100 % in accordance with the
PWS.
Random Inspections conducted by the COR.
6 Management Plan C 9.1
100% of documentation provided by established dates and in accordance with PWS requirements establish and maintain a complete Management Plan to ensure the requirements of this contract are provided as specified.
AQL for this task 98% of Performance for meeting delivery date(s), or error-free documents as Contractor routine review and updates shall be performed throughout the life of the task.
CO/COR
Review & Customer Input - review with formal approval or rejection via Memorandum of Action, Report, or Acceptance.
7 Monthly Status Reports C.3.1
100% AQL for this task 98%
Customer Input - review with formal approval or rejection via Memorandum of Action, Report or Acceptance.
8 Electronic Chat Communication C.3.1, C.3.2, C.3.3
100% of operation provided by established dates and time and in accordance with STR processes and PWS requirements
Weekly review of chat response timeliness and accuracy with contractor team lead
Service Delivery
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