Attachment 3.pdf

Solicitation No.

Attachment 3

Performance Standards Summary

SECTION J ATTACHMENT #3

SOW Paragraph and Required

Service Performance Standard

Method of Evaluation Critical Task 1 % Error Rate

Allowed

Non-Critical Task 5% Error Rate Allowed

C.6 Mail & Messenger Services

Inter-building mail delivery - DC

Scheduled runs begin at 7:00 a.m. and end at 7:00 p.m., per the approved schedule. The 2 mail routes are serviced by 2 contractor mail carriers.

Mail delivery must occur within 3 hours of receipt by contractors. All mail received must be delivered by the end of the day it was received.

Periodic monitoring Random sampling Personal observation

U

Intra-building mail delivery - DC

Mail is delivered bi-hourly from 9:00 a.m. to 5 p.m.

Mail delivery must occur within 2 hours of receipt by contractors.

In addition to mail, couriers deliver faxes, completed copy jobs, supplies and case files directly to the recipient’s office;

signature required as proof of delivery.

Periodic monitoring Random sampling Personal observation

U

SOW Paragraph and Required

Service Performance Standard

Method of Evaluation Critical Task 1 % Error Rate

Allowed

Non-Critical Task 5% Error Rate Allowed

SECTION J ATTACHMENT #3

C.6 Mail Services

Intra-building Mail Delivery - Denver

The contractor mail courier picks up incoming mail at 10:30 a.m. from central postal substation in building and delivers it to recipient’s office.

Mail delivery must occur within 2 hours of receipt by contractors.

The contractor will will pick up and deliver faxes, supplies, files and copy jobs.

The contractor will receive Federal Express materials and sign for these materials, and deliver such materials immediately to the appropriate LSA in each section.

Periodic monitoring Random sampling Personal observation

U

Mail classification and sorting

In DC, the contractor staff organizes certified and unsorted, loose mail by building, ENRD section, and/or office. All unidentifiable mail is given to the COTR by 5:00 p.m. each day for further research.

In Denver, the contractor staff organizes unsorted mail by ENRD Section. All unidentifiable mail is given to the Administrative Officer by 5:00 p.m. each day for further research.

Periodic monitoring Investigating complaints

U

Mail scanning in DC and Denver

Contractor staff open, prep, scan, OCR and save case-related mail to Hummingbird DM using Mail matrix software.

Scanned mail will be checked for quality by Contractor Staff.

Scanned mail is E-Mailed to recipient and the paper document is forwarded to the File Room. All mail must be processed by the end of the day in which it was received.

Periodic monitoring Investigating complaints

Service Performance Standard

Method of Evaluation Critical Task 1 % Error Rate

Allowed

Non-Critical Task 5% Error Rate Allowed

SECTION J ATTACHMENT #3

C.6 Mail Services

Docketing in Case Management System

Contractor staff open new matters, create official file folders, update case data and close cases.

Periodic monitoring Investigating complaints

U

Special Messenger Special messengers can be called to pick-up packages from, or deliver to, any location within a 50 mile radius of the MAIN Department of Justice Building.

Special messenger service is only provided to persons on the Government’s Authorized Caller List, which is periodically updated by ENRD.

All regular special messenger requests must be delivered the same day, unless delay is approved by the requestor, or the contractor is unable to deliver for circumstances beyond its control.

All expedited special messenger requests must be delivered within 30 to 90 minutes, depending on location of the recipient.

Periodic monitoring Spot checking Investigating complaints Monthly reports

U

Dedicated Courier service

Contractor provides a driver and van to run contract errands, transport official case files between locations, and make deliveries in Washington DC.

In general, the courier is given 2 hours in which to respond and complete requests.

Periodic monitoring.

Random sampling Personal observation

U

C.7 Faxing Services

Service Performance Standard

Method of Evaluation Critical Task 1 % Error Rate

Allowed

Non-Critical Task 5% Error Rate Allowed

SECTION J ATTACHMENT #3

Manage Fax Operations Contractor will operate Fax Centers that are capable of receiving faxes of any size, and of transmitting outgoing faxes of any size to multiple locations. Fax Centers will be located in both Washington DC and the Denver Field Office.

Periodic monitoring Investigating complaints Monthly reports

U

Receipt and Distribution of Incoming Faxes

Contractor scans and E-mails a copy of fax material to recipient within 15 minutes of receipt.

Paper copy of fax will be delivered to recipient on the next scheduled mail run.

Periodic monitoring Investigating complaints Review of logs

U

Transmission of Outgoing Faxes

Contractor will transmit all faxes received in the Fax Centers within 15 minutes of receipt.

Failed fax transmissions will be resent within 10 minutes of error report. Notification to requestor must occur if transmission is delayed more than 20 minutes or fails completely.

Periodic monitoring Investigating complaints Review of logs

U

C.8 Copying Services

Manage high volume Copy Centers

Contractor must provide high quality, timely reproduction, scanning, finishing, graphics and assembling services, free of errors.

Monthly reporting Random Sampling Investigating complaints

Service Performance Standard

Method of Evaluation Critical Task 1 % Error Rate

Allowed

Non-Critical Task 5% Error Rate Allowed

SECTION J ATTACHMENT #3

Work cannot be turned away without approval from the

COTR.

If the contractor has adequate time to perform QC, but fails to do so and the work is found defective, the Contractor shall recopy the job at no cost to the Government.

Review of logs

Select and install copier equipment

Contractor will install high speed copiers, map copiers and color copiers in ENRD Copy Centers, and 32 convenience copiers in various government-specified locations. All copiers must meet or exceed contract specifications.

Monitor installation Feedback from users Personal observation

U

Provide equipment maintenance

Contractor will provide all copier consumables, including maintaining adequate paper supplies, for all 44 ENRD copiers.

Contractor will check all convenience copiers weekly to assure that they are operational and have proper supplies, and also maintain a log documenting these checks.

Contractor must respond to all service calls within 30 minutes by either personally checking the machine or by calling the Field Office rep who reported the problem.

Monthly reporting Periodic monitoring Investigating complaints Review of logs

U

C.8 Copying Services

Provide equipment maintenance

If a copier is going to be out of service for over 48 hours, the contractor may be asked to arrange for a replacement machine until the broken machine is fixed. Replacement equipment shall be provided by the contractor at no cost to the Government

If the problem requires a service technician, the contractor

Solicitation No.

Attachment 3

Performance Standards Summary

SOW Paragraph and Required

Service Performance Standard

Method of Evaluation Critical Task 1 % Error Rate

Allowed

Non-Critical Task 5% Error Rate Allowed

SECTION J ATTACHMENT #3

shall place a service call. The manufacturer’s technician must respond within 4 hours of the service call. Contractor must notify COTR via e-mail when copiers are called in for service, and send subsequent e-mail when repair has been completed. Contractor shall follow up within one hour of the service technician’s scheduled arrival to ensure that the technician has arrived and the problem has been or is being resolved

Scanning Prepare “Make Ready” of document collection in preparation for scanning, performing “physical” level document determination.

Scan material on multi-functional devices in Copy Center producing either PDF or TIFF files. This will include producing such files from electronic media as well as hard copy.

Random Sampling Investigating complaints Review of logs

U

Graphics Duplication of wide format materials including maps, floor plans or exhibits. Requirements may include mounting on foamcore boards.

Random Sampling Investigating complaints Review of logs

Service Performance Standard

Method of Evaluation Critical Task 1 % Error Rate

Allowed

Non-Critical Task 5% Error Rate Allowed

SECTION J ATTACHMENT #3

C.9 Supply Services

Processing Supply Requests

Supply levels are monitored by the Contractor and are re-ordered in coordination with the COTR or other Government designee.

Supply requests received at the walk-up window are processed immediately.

Supply requests are received by E-Mail, phone, or inter-office mail. Requested materials will be delivered on the next scheduled mail run following the request.

If requested supplies are not in stock, contractor will notify COTR or Designee immediately to place the order, then contact the requester by the end of the same business day with a status report .

Periodic monitoring Supply tracking review Personal observation Investigating complaints

U

Managing Government Supply Centers

Contractor will manage the inventory of ENRD Supply Centers to ensure that adequate back-stock of standard supplies is always on-hand. Contractor will check stock daily to determine items needed, and place orders immediately.

Contractor will keep copies of all orders placed, daily monitor those deliveries and inform COTR of delivery delays.

Periodic monitoring Personal observation Investigating complaints Monthly reports

Service Performance Standard

Method of Evaluation Critical Task 1 % Error Rate

Allowed

Non-Critical Task 5% Error Rate Allowed

SECTION J ATTACHMENT #3

C.9 Supply Services

Receiving and Tracking Supply Inventories

When supplies are received by the contractor from supply vendors, contractor must verify that all items ordered were received, verification should be completed by close of business on the day the goods are received.

Periodic monitoring Personal observation Review of logs

U

C.10 Records Management

Services

File Room Staffing and Management

Contractor will manage 4 active-case file rooms and 2 inactive-case file storage facilities..

Monthly reports Periodic monitoring Personal observation

Service Performance Standard

Method of Evaluation Critical Task 1 % Error Rate

Allowed

Non-Critical Task 5% Error Rate Allowed

SECTION J ATTACHMENT #3

C.10 Records Management

Services

Receipt, Tracking and Organization

All incoming documents must be sorted to at least the case level on the day they are received, and unfiled documents must be organized and labeled so they can be easily found if needed.

Data entry, bar coding, shelving of files must be performed within 5 business days of receipt.

All files must be maintained in a neat, clean, orderly and accurate fashion on the shelves.

Contractor must maintain permanent log identifying date, time, DJ number and volume of records received.

Contractor will review files in all records facilities monthly to remove inactive files and ensure that folders are in correct order.

Periodic monitoring Personal observation Investigating complaints QA by third party vendor

U

Processing File Requests All electronic requests must be acknowledged by file room staff within 2 hours of receipt, identifying a time frame for delivery.

Standard requests received in the Forestville warehouse by noon will be processed by close of business the same day.

Requests received after noon will be processed prior to noon the following day.

In DC, contractor will deliver to COTR by 5:30 p.m. daily a list of all files requested, listing those requests that have been completed and those that are still pending.

Emergency requests for a small number of files from the Forestville warehouse should be delivered within 2 hours .

Periodic monitoring Daily Report review Personal observation

Service Performance Standard

Method of Evaluation Critical Task 1 % Error Rate

Allowed

Non-Critical Task 5% Error Rate Allowed

SECTION J ATTACHMENT #3

C.10 Records Management

Services

Prepare Closed Case Files

When a case is closed, contractor will be notified by the section to change the case status. Contractor will ensure that case files are complete before shipping them via special courier to the local off-site file storage facility.

Any new documents for closed cases will be interfiled into the appropriate folder.

Closed files must be held at the off-site facility for one year before being sent to the Federal Records Center (FRC). Off-site facility staff will complete a monthly report listing which cases have reached maturity and can be archived at the FRC.

Contractor staff will prepare, box up and label mature files, following NARA guidelines, for storage at the FRC, contacting the government records manager when the process is complete.

Periodic monitoring QA by third party vendor

U

Processing of Electronic Court Filings (ECF).

Contractor will monitor E-mail account for new ECF documents; Download a PDF file from Court’s website and print a hard copy of the filing for inclusion in the Official Case File; Maintain the Division’s Document management System (Hummingbird DM) and provide the attorney, via e-mail, with the DM document number.

Periodic monitoring of saved documents and contractor e-mails.