UPDATED_FBO_QMS_PWS_Update.pdf

PERFORMANCE WORK STATEMENT (PWS)

FMCSA Quality Management System; Shared Services; Human Factors & Facilitation Support

Part 1

General Information

1. GENERAL: This is a non-personnel services contract to provide the development of

Quality Management Systems (QMS); Human Factors (HF), and meeting facilitation support. The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government.

1.1 Description of Services/Introduction: The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform development of QMS; HF, and meeting facilitation support as defined in this Performance Work Statement except for those items specified as government furnished property and services. The contractor shall perform to the standards in this contract.

1.2 Background: FMCSA is establishing a QMS to improve overall agency project success rates; develop and institute proper governance and strategic alignment; properly assigned roles and responsibilities to ensure efficient execution of projects and tasking.

Additional organizational objectives include remaining on the forefront of advances in

Automated Driving Systems (ADS) for Commercial Motor Vehicle (CMV); and agency efforts involved in supporting the departmental Shared Services initiative. The objective of this support is to help FMCSA establish and/or maintain policies, processes and procedures required for planning and execution of the Agency’s mission critical functions.

1.3 Objectives:

• Development of Quality Management System; delivery of ISO-9000 training modules.

• Design, development, review and analysis of human-in-the-loop studies and simulations related to ADS

• Executive level facilitation and meeting support

1.4 Scope: The contractor will provide project management, program analysis, technical writing, subject matter, human factors and facilitation expertise to support QMS, Shared

Services, and ADS support. This task order describes tasks and sub-tasks that will be performed by the Contractor in collaboration with PIO personnel. Major task in concert with training development and delivery are:

• Supporting the development of defined goals, objectives and metrics

• Supporting the design and development of plainly defined management processes with customers and process owners identified

• Supporting the documentation of best practices and lessons learned that can be leveraged throughout the agency

The Contractor will work closely with the Program Integration Office (PIO) Director, Program Manager (PM) and Contracting Officer Representative (COR) throughout the initiative to ensure input and engagement of ideas and desired outcomes. It should be expected that each entity aided under this task order in FMCSA is looking for a distinct level of insight and operational assistance from the Contractor to bring about organizational/operational change, new ideas, and recommendations that and can be executed for the betterment of FMCSA.

The contractor will provide support in the following task areas:

o Task 1 – Program Management Support o Task 2 – Development & Implementation of QMS Training Modules o Task 3 – Shared Services Support o Task 4 – Human Factors Review and Analysis o Task 5 – Executive Level Facilitation o Task 6 – Communications o Task 7 – Reporting

1.5 Period of Performance: The period of performance shall be for one (1) Base

Year of 12 months and four (4) 12-month option years.

1.6 General Information

1.6.1 Quality Control: The contractor shall develop and maintain an effective quality control program to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractor’s quality control program is the means by which the contractor assures that the performance complies with the requirement of the contract. The Quality Control Plan will be submitted to the COR and the PM within

15 days of contract award. After acceptance of the quality control plan the contractor shall receive the contracting officer’s acceptance in writing of any proposed change to his

QC system.

1.6.2 Quality Assurance: The government shall evaluate the contractor’s performance under this contract in accordance with the Performance Metrics (PWS Technical Exhibit

3). This plan is primarily focused on what the Government must do to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

1.6.3 Recognized Holidays: The contractor is not required to work on recognized holidays.

New Year’s Day Martin Luther King Jr.’s Birthday President’s Day Memorial Day Independence Day Christmas Day Thanksgiving Day Veteran’s Day

Columbus Day Labor Day

1.6.4 Hours of Operation: The contractor is responsible for conducting business, between the hours of 8:00 am and 5:30 pm EST Monday thru Friday except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. For other than firm fixed price contracts, the contractor will not be reimbursed when the government facility is closed for the above reasons. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this

PWS when the Government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential.

1.6.5 Place of Performance: The work to be performed under this contract will be performed at DOT Headquarters – 1200 new Jersey Ave, SE Washington DC 20590.

1.6.6 Type of Contract: This shall be a Firm Fixed Price Contract Award

1.6.7 Security Requirements: Contractor personnel performing work under this contract must complete a background investigations in accordance with DOT Order

1630.2B, Personnel Security Management, and must maintain the level of security required for the life of the contract.

1.6.7.1 PHYSICAL Security: The contractor shall be responsible for safeguarding all government equipment, information and property provided for contractor use. At the close of each work period, government facilities, equipment, and materials shall be secured.

1.6.9 Post Award Conference/Periodic Progress Meetings: The Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5.

The contracting officer, Contracting Officers Representative (COR), and other

Government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance. At these meetings the contracting officer will apprise the contractor of how the government views the contractor's performance and the contractor will apprise the Government of problems, if any, being experienced.

Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the government.

1.6.10 Contracting Officer Representative (COR): The (COR) will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract: perform inspections necessary in connection with contract performance: maintain written and oral communications with the Contractor concerning technical aspects of the contract: issue written interpretations of technical requirements, including Government drawings, designs, specifications: monitor Contractor's performance and notifies both the

Contracting Officer and Contractor of any deficiencies; coordinate availability of government furnished property, and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

1.6.11 Key Personnel: The follow personnel are considered key personnel by the government:

Program Manager

Program Analyst

Facilitator

Technical Writer

The contractor shall provide a Program Manager who shall be responsible for the performance of the work. The name of this person and an alternate who shall act for the contractor when the manager is absent shall be designated in writing to the contracting officer. The Program Manager or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract. The

Program manager or alternate shall be available between 8:00 a.m. to 5:30p.m., Monday thru Friday except Federal holidays or when the government facility is closed for administrative reasons. Qualifications for all key personnel are listed below.

Program Manager – Must possess a Master’s Degree in management or a relevant field from an accredited university. Must have a minimum of ten years of relevant professional work experience in program management. Must have strong analytical and communication skills. Must possess experience with project coordination and/or program management. Must demonstrate experience in executing a project from inception to completion across multiple disciplines.

Program Analyst –Must possess a strong interdisciplinary background in science and engineering with solid communication skills. Must demonstrate expertise in the following skills: analytical skills, technical understanding, problem solving, leadership, teamwork, client management, business operations, multitasker. Must possess a Master’s degree or better in Engineering or Computer Science from an accredited university. Human Factors

- Must possess a Master’s degree or better in Psychology or Systems Engineering from an accredited university. Must possess a strong interdisciplinary background in social science or engineering with solid communication skills. Must demonstrate expertise in the following skills: strong ergonomic and cognitive skills, leadership, multitasker, and experience working with user groups. Must possess a solid understanding of HF tasks critical to system efficiency, effectiveness, and sound usability. Must possess experience conducting HR studies and integrating research and best practices into the HF design process.

Facilitator – Must possess a Bachelor’s degree or better from an accredited university.

Must possess strong interdisciplinary background in social science with solid communications skills. Must hold a current facilitation Certification. The government will consider education and at least 10 years of experience in lieu of a facilitation certificate. Must possess experience working with stakeholder groups and executive teams. Must be able to handle difficult situations and behaviors. Must be able to adapt processes as necessary to guide groups in coming to conclusions, agreements, and clarity.

Must maintain neutrality, reflecting content and process to the group. Must possess the ability to follow generally accepted good meeting practices (e.g. timekeeping; agenda;

meeting record; group dynamic awareness; sound listening skills; ability to stack a conversation; balance participation; ability to enable group-decision making.)

Technical Writer - Must possess a Bachelor’s degree or better in English, Technical

Writing, Engineering, or a related field from an accredited university. Must demonstrate expertise in the following skills: detail oriented, strong verbal communication skills, excellent writing skills; and ability to explain technical information clearly. Must have experience working directly with high performing teams. Must have experience using multiple documentation tools to develop base templates and manipulated output styles.

1.6.12 Identification of Contractor Employees: All contract personnel attending meetings, answering Government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are

Government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed. Contractor employees will be required to obtain and wear DOT badges in the performance of their services.

1.6.13 Contractor Travel: One visit is expected to each of the following locations.

• Chicago Division Office, Chicago, IL

• D.C. Division Office, Washington, DC

• California Division Office, Sacramento, CA

• National Training Center, Arlington, VA

• Atlanta Division Office, Atlanta, GA

• New Hampshire Division Office, Concord, NH

• Colorado Division Office, Lakewood, CO

• Massachusetts Division Office, Burlington, MA

• New Mexico Division Office, Albuquerque, NM

• Florida Division Office, Tallahassee, FL

Contractor will be authorized travel expenses consistent with the substantive provisions of the Joint Travel Regulation (JTR) and the limitation of funds specified in this contract.

All travel requires Government approval/authorization and notification to the COR.

The purpose of travel will include facilitation of QMS implementation throughout the agency. Additionally, travel may be necessary to conduct executive level facilitation during teaming/training sessions. If the contractor has facilities in the locations cited; it would be possible to hold meetings in those locations. Travel may be required to one or more of FMCSAs Division Offices.

1.6.14 Other Direct Costs Reproduction, and shipping expenses associated with training activities and visits to contractor facilities. It could also entail the renting of suitable training venues.

1.6.15 Data Rights: The Government has unlimited rights to all documents/material produced under this contract. All documents and materials, to include the source codes of any software, produced under this contract shall be Government owned and are the property of the Government with all rights and privileges of ownership/copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the contractor without written permission from the Contracting Officer.

All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other

Government rights.

1.6.16 Organizational Conflict of Interest: Contractor and subcontractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational

Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the Contracting Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the

Contracting Officer and in the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may effect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the

OCI.

PART 2

DEFINITIONS & ACRONYMS

2. DEFINITIONS AND ACRONYMS:

2.1. DEFINITIONS:

2.1.1. CONTRACTOR. A supplier or vendor awarded a contract to provide specific supplies or service to the government. The term used in this contract refers to the prime.

2.1.2. CONTRACTING OFFICER. A person with authority to enter into, administer, and or terminate contracts, and make related determinations and findings on behalf of the government. Note: The only individual who can legally bind the government.

2.1.3. CONTRACTING OFFICER'S REPRESENTATIVE (COR). An employee of the U.S. Government appointed by the contracting officer to administer the contract.

Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the Contractor as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.4. DEFECTIVE SERVICE. A service output that does not meet the standard of performance associated with the Performance Work Statement.

2.1.5. DELIVERABLE. Anything that can be physically delivered, but may include non-manufactured things such as meeting minutes or reports.

2.1.6. KEY PERSONNEL. Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel listed in the PWS. When key personnel are used as an evaluation factor in best value procurement, an offer can be rejected if it does not have a firm commitment from the persons that are listed in the proposal.

2.1.7. PHYSICAL SECURITY. Actions that prevent the loss or damage of

Government property.

2.1.8. QUALITY ASSURANCE. The government procedures to verify that services being performed by the Contractor are performed according to acceptable standards.

2.1.9. QUALITY CONTROL. All necessary measures taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements.

2.1.10. SUBCONTRACTOR. One that enters into a contract with a prime contractor.

The Government does not have privity of contract with the subcontractor.

2.1.11. WORK DAY. The number of hours per day the Contractor provides services in accordance with the contract.

2.1.12. WORK WEEK. Monday through Friday, unless specified otherwise.

2.2. ACRONYMS:

ADS Automated Driving System CMV Commercial Motor Vehicle

COR Contracting Officer Representative FAR Federal Acquisition Regulation FMCSA Federal Motor Carrier Safety Administration HF Human Factors KO Contracting Officer ODC Other Direct Costs PIO Program Integration Office PM Program Manager POC Point of Contact PRS Performance Requirements Summary PWS Performance Work Statement QA Quality Assurance QAP Quality Assurance Program QC Quality Control QCP Quality Control Program QMS Quality Management System SS Shared Services TE Technical Exhibit

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3. GOVERNMENT FURNISHED ITEMS AND SERVICES:

3.1 Facilities: The Government will provide the necessary workspace for the contractor staff to provide the support outlined in the PWS to include desk space, telephones, computers, and other items necessary to maintain an office environment.

PART 4

SPECIFIC TASKS

4. Specific Tasks:

4.1. Basic Services. The contractor shall provide services for o Task 1 – Program Management Support

The Contractor must provide program management support that identified tasks are performed efficiently, accurately, on time, and in compliance with the requirements.

The Contractor must participate as a member of a government-led team as requested by the COR by actively participating in meetings (i.e., capturing actions, highlights, next steps, and facilitation) as they relate to the Contract:

o Project Plan –

Kick-Off Meeting. The Contractor shall attend a kick-off meeting with the PIO Director, PM, Contracting Officer, and COR to brief-out on task order requirements, provide recommendations on tool(s), and work scope and deliverables. The kick-off meeting will be within 5 days of contract award.

Project Plan: The Contractor shall provide a notional project plan and schedule with key deliverable milestones that meets all requirements and deliverables in the task order. The project plan shall span over a one year implementation timeline to ensure completion in the base year and each of the option years.

o Task 2 – Development & Implementation of QMS Training Modules

The training modules will consist of QMS training specifically tailored for use by

FMCSA teams, organizations, and groups. The Contractor shall develop training materials and conduct training specifically tailored for the FMCSA QMS initiative. Specifically, the Contractor shall:

o Participate in a QMS kick-off meeting w/the project team to brief-out on training recommendations, training plan (to include training materials) to assure and affirm goal and objectives are clearly articulated o Develop a comprehensive multi-variant training plan to support implementation and sustainment o Develop and conduct a QMS Cursory/Executive Overview training module: approximately thirty-minute executive summary course.

o Conduct Lead Auditor ISO-9000 training module: forty-hour course for primary FMCSA QMS system auditors.

o Conduct Internal Auditor ISO-9000 training module: approximately twenty-four-hour course for organization auditors.

o Develop new training materials that may be needed for successful implementation of the QMS

Work will be collaborative with all FMCSA managers and teams. Work may also involve engagement of peers or other colleagues as the Sponsor considers appropriate.

o Task 3 – Shared Services Support

The contractor shall:

o Gather relevant data on how increased levels of consolidation may affect the FMCSA business model and service delivery o Work with the OST Director of Shared Services to conduct interviews and focus groups with leaders, employees and customers of areas under consideration for Shared Services alternative.

o As FMCSA increases its participation in Departmental Shared Services activities there will be multiple data sets/transactions for which we will either be responsible or need to keep abreast; the expectation is that the contractor will support FMCSA in maintain these entries.

o Task 4 – Human Factors Review and Analysis

The Contractor shall:

o Provide HF expertise in support of defining the role of the human operator and/or maintainer as it relates to multiple levels of ADS o Develop/provide recommendations on pilot programs and other related

ADS work as appropriate o Draft papers; conduct research; and provide analysis. The government will allow at least 10 days from discussion to delivery of final products.

o Task 5 – Executive Level Facilitation

The Contractor shall:

o Provide a Facilitation Plan that is in accordance and determined with the support given from the 12 Executive level meetings.

o Participate in an Executive Level Facilitation kick-off meeting w/the project team to brief-out on facilitation plan (to include training materials) to assure and affirm goal and objectives are clearly articulated.

o Provide support to FMCSA in developing organizational development, strategic planning, and team building skills, as requested by Deputy

Administrator, Director of Shared Services, Director of the Program

Integration Office and COR, to support FMCSA’s mission, vision, and values.

o Facilitate executive level work sessions to define concepts and to translate concepts into actionable ideas and plans.

o Task 6 – Communications

The Contractor will provide communications that announce training opportunities and share QMS/PIO related information with FMCSA as appropriate:

o Develop and maintain a communication plan for delivering key messages and information on activities required to integrate QMS and BPS into

FMCSA

o Provide writing, editing, and formatting support for the monthly PIO

Newsletter and/or quarterly Flash Briefs o Collect and distribute “lessons learned” and best practices for integrating the QMS, and PIO o Develop presentations and other media to support QMS//PIO workshops and employee events o Provide logistics support before and after meetings the QMS team conducts or supports, including documentation of key discussion points, decisions reached, and action items assigned during meetings.

o Engagement through meaningful real-time synthesis of participant input to share ideas, information, opportunities and recommendations to further facilitate the concept of ‘One FMCSA Voice’ o Develop QMS implementation and governing documentation (i.e., purpose, scope, criteria for training and evaluation; charters, orders/directives; assessment and preventative action criteria and reporting) o Other forms of communication (i.e., briefings, talking points, story boards, run of show documents, agendas, meeting notifications, meeting notes, ect.)

o Task 7 – Reporting o Program Status Reports - Shall include progress reporting, issue identification and mitigation proposal(s), work planned for the following period, and contract burn rate. Contractor personnel shall conduct required activities and report to the PM and COR the technical and operational status. Briefings are due to the PM and COR within 5 days of the close of a month (i.e., period covering May 1-30 due June 5).

o Recommendations Reports - Report(s) will be generated after each

FMCSA engagement and may include some combination of the following per meeting event: specific recommendations; actionable plans consisting of short and long-term objectives; risk mitigation plans; standard operating procedures; process metrics and measurements; lessons learned; best practices; risk identification and mitigation strategies; and change management opportunities. For each engagement attended by the contractor is expected to provide a report to FMCSA containing some or all of the items contained in Task 7 as appropriate. The government will allow at least 10 days from discussion to delivery of final products.

Recommendation reports can be contractor recommendations or acknowledgement/sharing of best practices for a given subject area whereby the government will be informed of the issues, background, mitigation strategies, and recommendations.

o Executive Level Meeting Notes - Notes will be recorded and delivered

(e.g., speeches, report-outs, and/or individual statements, etc.) for review by participants in real time to ensure accuracy. The government shall receive notes from meeting within 8 hours after the conclusion of the meeting/event.

o Task 8 – Transition-Out (30 Days) o Ensure smooth transition of the powers, duties, activities, and functions of tasks and tools for the contract to the new contractor including all necessary SOPs.

PART 5

ATTACHMENT/TECHNICAL EXHIBIT LISTING

5. Attachment/Technical Exhibit List:

5.1. Attachment 1/Technical Exhibit 1 – Performance Requirements Summary

5.2. Attachment 2/Technical Exhibit 2 – Deliverables Schedule

5.3 Attachment 3/Technical Exhibit 3 – Performance Metrics

TECHNICAL EXHIBIT 1

Performance Requirements 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.

Performance Objective (The Service required—usually a shall statement)

Standard Performance Threshold

Method of Surveillance

PRS # 1.

The contractor shall provide Shared Services Support

The contractor provided support shall support the needs of the PIO and the OST Director of Shared Service’s needs.

98% 100% inspection

PRS # 2

The contractor shall provide Human Factors Support.

The reports shall be accurate, free of grammatical and spelling errors, clear, concise, timely and compliant with DOT Guidelines

98% 100% inspection

PRS # 3

Technical and documentation support related to the development, institutionalization and maintenance of standards, policies and procedures for software quality assurance, business requirements, operational testing and evaluation and data management

The reports shall be accurate, free of grammatical and spelling errors, clear, concise, timely and compliant with DOT Guidelines.

98% 100% inspection

PRS # 4

The contractor shall provide communications activities, products and training.

The materials shall be accurate, free of grammatical and spelling errors, clear, concise, timely and compliant with DOT Guidelines. All training will be evaluated through a trainee satisfaction survey and materials must cover at least 98% of the training objectives.

98% 100% inspection

PRS #5

The contractor shall provide executive level facilitation support

The materials shall be accurate, free of grammatical and spelling errors, clear, concise, timely and compliant with DOT Guidelines.

98% 100% inspection

PRS #6

The contractor shall provide reporting support

The materials shall be accurate, free of grammatical and spelling errors, clear, concise, timely and compliant with DOT Guidelines.

98% 100% inspection

TECHNICAL EXHIBIT 2

DELIVERABLES SCHEDULE

Deliverable Frequency # of Copies Medium/Format Submit To Kick-Off Meeting Brief

Within 5 days of award TBD PowerPoint COR & PM

Project Plan Within 15 days of award TBD PowerPoint COR & PM

Deliverable Frequency # of Copies Medium/Format Submit To QMS Kick-Off Meeting Brief

Within 30 days of award TBD PowerPoint COR & PM

QMS Training Plan

Within 30 days of award TBD PowerPoint COR & PM

Executive Module Training

October 2018 & March 2019 TBD Word COR & PM

Lead Auditor Module Training

October 2018 & February 2019 TBD Word COR & PM

Internal Auditor Module Training

November 2018 & April 2019 TBD Word COR & PM

Gather, update, validate Shared Service entries

Quarterly TBD TBD COR & PM

Human Factors Analysis Recommendation s/Papers

Upon request from COR & PM TBD Word or

PowerPoint COR & PM

Facilitation Kick-Off Brief

Within 20 days of award TBD PowerPoint COR & PM

Facilitation Plan Within 15 days of award TBD Word COR & PM

Facilitation Executive Level Work Sessions

Monthly

TBD TBD COR & PM

Communications Plan

Within 20 days from award TBD PowerPoint COR & PM

Implementation & Governance Documents

Upon request from COR & PM TBD Word COR & PM

Other forms of Communication

Upon request from COR & PM TBD Word or

Publisher COR & PM

Program Status Reports Monthly TBD Word COR & PM

Recommendation Reports

Upon request from COR & PM TBD Word COR & PM

Deliverables shall be complaint with Section 508 of the Rehabilitation Act. Additional information is available at http://www.section508.gov. Non-compliant deliverables will not be accepted http://www.section508.gov/

TECHNICAL EXHIBIT 3

Performance Metrics

The work of this contractor is in part, subject to the following performance measures and metrics. FMCSA will continue to interface with the contractor to ensure these measures and metrics are met on a very consistent basis.

• Performance Objective 1: All draft deliverables are to be complete and submitted by the due date/time 95% of the time

• Performance Objective 2: All draft deliverables are to be high quality and absent of spelling and grammatical errors (less than 1% error rate expected)

• Performance Objective 3: The contractor shall listen carefully to guidance provided by FMCSA and others in order to complete their assignments; 100% of specific requests (as part of the guidance) are to be addressed in the draft deliverable

• Performance Objective 4: The contractor keeps current with best practices and lessons learned specific to the disciplines required here – across both the public and private sector

• Performance Objective 5: The contractor responds to FMCSA e-mail and phone requests within 1 hour with at least a status and next steps

• Performance Objective 6: The contractor seeks to understand the FMCSA business model by actively participating in FMCSA meetings where contractor attendance is authorized

• Performance Objective 7: The contractor maintains EVM reporting in accordance with ANSI standards and provides monthly reporting on time 100% of the time

• Performance Objective 8: The contractor provides a summary of deliverables on a monthly basis and schedules a meeting to review with the applicable FMCSA representatives

• Performance Objective 9: All training materials developed in accordance with this contract shall cover 98% of the training objectives.

• Performance Objective 10: All training courses conducted under this contract shall be evaluated through a student/trainee evaluation survey developed by the contractor.

• Performance Objective 11: All policies, directives, standards, tools and exhibits shall comply with all DOT guidelines.

• Performance Objective 12: All documents shall be written in accordance with

DOT guidelines with no errors 100% of the time.

Inspection and Standards for Acceptable Documentation

All work hereunder shall be subject to review by the Government. Acceptance of the deliverables shall be made in writing by the Contracting Officer’s Representative (COR) and submitted to the Contractor and Contracting Officer.

Document Submittal Measures and Standards

The following measures and standards shall govern all documents submitted under this

SOO.

• Documents shall be written in clear, concise English, All draft deliverables are to be high quality and absent of spelling and grammatical errors (less than 1% error rate expected);

• Documents shall achieve 100% on-time delivery;

• Documents shall be factual, and professionally prepared.