DRAFT Technical Exhibit 1 - Service Delivery Summary (SDS).xlsx
XLSX spreadsheet 20 KB Posted
- Attached to
- Warrior Care Global Support RFI
- Solicitation number
- SOCOM24WCGS
- Issued by
-
United States Special Operations Command
About this file
This document is a Draft Technical Exhibit 1 - Service Delivery Summary (SDS) that outlines the key performance objectives and standards for a federal contract opportunity.
The SDS summarizes the contractor service requirements into 5 performance objectives related to the timely and accurate delivery of task order deliverables, assistance to the Recovery Support Management (RSM) system, non-clinical case management, training support, and administrative/outreach support. For each objective, the document specifies the minimum performance thresholds, maximum allowable deviations, and remedies required if standards are not met.
The related federal contract opportunity is a Request for Information (RFI) for the Warrior Care Global Support (WCGS) effort, a non-personal service, performance-based requirement to provide support services to the U.S. Special Operations Command (USSOCOM) Warrior Care Program. The WCGS supports USSOCOM headquarters, component commands, and theater special operations commands. This RFI does not include specific response dates, award information, pricing terms, or set-asides.
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Other files
| File | Type | Posted |
|---|---|---|
| DRAFT SOW- WCGS.docx | DOCX document | |
| WGCS RFI.docx | DOCX document | |
| DRAFT Technical Exhibit 4 - Travel Authorization.docx | DOCX document | |
| DRAFT Technical Exhibit 2- MSR Template.docx | DOCX document | |
| DRAFT Technical Exhibit 5 - Historical Metrics.xlsx | XLSX spreadsheet | |
| DRAFT CDRL A001 - Quarterly Report.docx | DOCX document | |
| DRAFT Technical Exhibit 3 - Performance Locations_Skills_and_Qualifications.xlsx | XLSX spreadsheet | |
| (CUI) SOW Adm 1 Security Requirements (CUI).docx | DOCX document |
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Text version
TE-1-SDS
| Technical Exhibit (TE) 1 - SERVICE DELIVERY SUMMARY |
| The Contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success. |
| PRS # | Performance Objectives | Performance Standards | Max Allowable Deviation (AQL) for Requirement | Remedy |
| 1 | The contractor shall provide accurate task order deliverables in a timely manner. | SOW Sections: 3.0 and 5.0 | Timeliness: No more than 2 deliverable late per month, per region for maximum of 8 deficiencies. |
| Accuracy: No more than 1 deliverable rejected by the Government per month. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. | |
| 2 | The contractor shall assist RSM and their support system, achieves desire outcomes with minimal discrepancies and no incidents or lapse of care in a manner in keeping with WCP program goals. (General Approach) | |
| SOW sections: | ||
| Section 3.0 | Timeliness: No more than one substantiated complaint per quarter. |
| Accuracy: No more than 1% non- compliance for key process indicators for all RSM cases when measured monthly. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. | ||
| 3 | The contractor shall provide timely, accurate and effective screening, assessment, planning, implementation, coordination, monitoring, evaluation, closure and documentation. (Non-clinical Case Management) | SOW section: |
3.0 Timeliness:
* No more than 10% deviation for completing screenings for all RSMs within 72 hours calculated monthly.
* Three days is the maximum lapse allowed for LCMP contact frequency.
* 60 minutes is the maximum deviation allowed for submitting a timely critical incident report.
Complete and accurate: No more than 2 incomplete and/or inaccurate entries in the SOCS-WCP Casualty Tracker per month per region for a maximum of 8 defective entries.
| Effective: No more than 2 substantiated negative feedback comments per month per region determined by compliance to the SOCS-WCP SOP. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. | |
| 4 | The contractor shall provide timely and effective training support. (Training and professional development) | |
| SOW sections: |
3.1.1.4, 8.1, and MSR Timely:
* No deviations allowed for New Hire Orientation.
* No deviations for monthly training sessions.
Effective: The recommendations derived from the training assessments are substantiated and include key learning objectives.
| Accurate: There are no errors on the training documents uploaded on the SOCS-WCP website/SharePoint. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. | ||
| 5 | The contractor shall provide timely and effective administrative and outreach support that includes population surveys to measure RSM’s satisfaction and community outreach to identify potential RSMs. (Administrative and Outreach Support) | SOW section: |
3.4 Client Satisfaction: After measuring a minimum of 25% of the SOCS-WCP population quarterly.
Timeliness:
* When combined no more than 8 itineraries and ARRs are late per month.
* No more than one missed deadline per quarter for all documents.
* No more than one substantiated complaint per quarter resulting from outreach.
Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR
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