Exhibit IV - PERFORMANCE STANDARDS REQUIREMENTS AND QUALITY ASSURANCE SURVEILLANCE PLAN MATRIX.xlsx
XLSX spreadsheet 15 KB Posted
- Attached to
- Varied Support Services
- Solicitation number
- 95476723R1000
- Issued by
-
United States Holocaust Memorial Museum
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Other files
| File | Type | Posted |
|---|---|---|
| RFP 95476723R1000 Q_A.pdf | ||
| RFP 95476723R1000 Q_A.pdf | ||
| Exhibit III - Qualifications and Skill Base.xlsx | XLSX spreadsheet | |
| RFP 95476723R10000_Varied Support.pdf |
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Working Doc EXHIBIT IV: PERFORMANCE STANDARDS REQUIREMENTS AND QUALITY ASSURANCE SURVEILLANCE PLAN MATRIX
Offerors shall complete and submit the following:
| Performance Reference # | Performance Indicator (Desired Outcome) | Performance Standard (Acceptable Quality Level) | Methods of Surveillance |
| TRAVEL HELP DESK | |||
| 2 A (1) | Within 24 business hours of receiving basic travel information from a Museum-recognized traveler or invitational event coordinator, Contractor will provide the traveler with the three least expensive government travel options available, in conjunction with the five least expensive penalty fares where penalty fare savings remain acceptable under the Museum’s risk/benefit criteria. | ||
| 2 A (2)(a) | establishment of traveler profiles and communicate to the Finance Support Center the new profile to ensure establishment of the supplier profile | ||
| 2 A (2)(f) | realize savings on all bookings and report impact on a quarterly basis | ||
| 2 A (4)(a) | a weekly report on volume of travel activity including, but not limited to, number of trips requested and opened, trips in progress, number of open travel expense reporting, expense reporting pending approval, with average time to process the travel expense reimbursements and reporting; | ||
| 2 A (4)(b) | a weekly summary report of employee travel itineraries and the purposes of those trips; | ||
| 2 A (4)(d) | a monthly travel policy compliance report, indicating number of flights booked by class, domestic vs international trips, other audit issues that were noted, and any other metrics as requested by Museum. |
| FINANCE SUPPORT CENTER | |
| 3 A (1) | Timely processing of invoices |
| 3 A (2) | Timely response to vendor inquiries |
| 3 A(2) & B(2) | Satisfactory resolution of internal and external inquiries |
| 3 A (4), 3 B (1)/4) | Accuracy of PeopleSoft 9.2 data entry |
| 3 A (4) & 3 B (4) | Speed of PeopleSoft 9.2 data entry, workflow, and completion of related system tasks |
| 3 C | Satisfactory tracking & resolution/closure of ticketed requests |
| PURCHASE CARD ADMINISTRATION | |
| 4 A | Monthly Requirements |
| 4 A (1) | Review and maintenance of all submitted records |
| 4 A (2) | Review and audit statement of account submissions and supporting documentation based on audit schedule and audit checklist |
| 4 A (3) | Send reminders on missing or incomplete statements |
| 4 A (4) | Escalate late or missing statements |
| 4 A (5) | Run and post active cardholder report |
| 4 A (6) | Run and submit Central Bill Reconciliation Summary report |
| 4 A (7) | Generate and submit audited accounts and outstanding items report summary |
| 4 B | Annual Requirements |
| 4 B (1) | Archive records |
| 4 B (2) | Suspend accounts |
| 4 C | Ad hoc Requirements |
| 4 C (1) | Training and support of staff, including cardholders and approvers as needed. |
| 4 C (2) | Account creation, maintenance and closure as needed. |
| 4 C (3) | Addition and maintenance of MCC codes as needed. |
| 4 C (4) | Review and track declines as needed. |
| 4 C (5) | Cardholder customer support as needed. |
| 4 C (6) | Maintenance and review of all credit limits as needed. |
| 4 C (7) | Troubleshoot cardholder and approver login issues as needed. |
| 4 C (8) | Serve as USHMM liaison for GSA, bank and interagency calls and meetings as needed. |
| 4 C (9) | Account code updates as needed. |
| SHARED SERVICES ANALYTICS, OPERATIONS & MAINTENANCE | |
| 5 C (1) | Maintain the USHMM IT Ecosystem |
| 5 C (1)(a) | Data Appends and Integration support |
| 5 C (1)(a)(i) | Data Integration and Data Interface Support Services: Integration and ongoing management of data flow from and to Portfolio (includes ensuring data integrity, problem resolutions, and daily operational tasks) |
| 5 C (1)(a)(ii) | Events Management platform: Management of data imports (near-term) and data flow (long-term) from Certain to Portfolio |
| 5 C (1)(a)(iii) | eCRM: Management of data flow from Marketo to Portfolio |
| 5 C (1)(a)(iv) | Caging Services: Data integration management, maintenance, and support for ADU and other caging vendor files |
| 5 C (1)(a)(v) | Client and Code Creation |
| 5 C (1)(b) | System Administration |
| 5 C (1)(b)(i) | ManageEngine (CRM Help Desk app Support & Maintenance) |
| 5 C (1)(b)(ii) | Evaluate and support the introduction of new apps and services to the USHMM IT Ecosystem |
| 5 C (1)(b)(iii) | Evaluate and support changes to the USHMM CRM (currently Amergent/Portfolio) |
| 5 C (1)(b)(iv) | Security review and evaluation as it pertains to constituent PII and overall system privacy |
| 5 C (1)(b)(v) | Other problem resolution support as may be requested |
| 5 C (1)(c) | Alteryx Administration and Integration |
| 5 C (1)(c)(i) | Management of the high-performance workstation configured for multiple Alteryx users by performing, monitoring, and troubleshooting nightly batch integrations. |
| 5 C (1)(c)(ii) | Virtualization of the Alteryx environment with migration to the production enterprise ESXI server. Cohesity will be used for the VM image backups. |
| 5 C (1)(c)(iii) | Establish core integrations and support existing integrations identified in the Alteryx planning documentation. |
| 5 C (1)(d) | Data Hygiene & Governance |
| 5 C (1)(d)(i) | troubleshoot and resolve issues within third-party systems |
| 5 C (1)(d)(ii) | build data interfaces between third-party systems and the CRM |
| 5 C (1)(d)(iii) | propose and where approved, enforce, governance standards as further delineated in Exhibit I (Performance Work Statement) |
| 5 C (1)(d)(iv) | maintain integration of events management system and eCRM data interfaces |
| 5 C (1)(d)(v) | assist with Museum troubleshooting and system error resolution as USHMM may request |
| 5 C (1)(e) | Training Support |
| 5 C (1)(e)(i) | On an as-needed basis, provide training support for users based on their role within the CRM |
| 5 C (1)(e)(ii) | Support the management of training materials developed following system implementation - includes keeping it up-to-date reflecting any changes in the systems integration of Museum's CRM, event management system, and ERP |
| 5 C (2) | Donation Processing & Reconciliation |
| 5 C (2)(a) | Donation Front End Processing for Major Gifts - respond to Museum donor, Development, and Membership team inquiries; coordinate with development officers, accounting and financial services staff, auditors, and other staff on the management of donations; and manage special projects as assigned. |
| 5 C (2)(b) | Data Cleanup Support - complete data cleanup including without limitation Biographic Information, Deceased Overlay, Merged Data Cleanup, Email Account Correction, and Address Line Correction in accordance with Museum data hygiene best practices. Each of these projects involves a combination of research, data entry into the CRM, and correcting existing data in the CRM. |
| 5 C (3) | Business Intelligence and Analytics (CRM Help Desk Management, Fulfillment, Support, and Operations) |
| 5 C (3)(a) | manage major projects, systems integration, report building, report and database documentation, report and query standardization, and data investigations via tracking and assigning through the CRM Help Desk |
| 5 C (3)(a)(i) | Development List Management: Ongoing management of development lists-related reports. |
| 5 C (3)(a)(ii) | Standard Reports Management: Standard reports management including resolution of reports-related issues and assistance with self-serve reports. |
| 5 C (3)(a)(iii) | Custom Reports: Generate custom reports on-demand based on special requests. |
| 5 C (3)(a)(iv) | Scheduled Reports Generation: Generate and deliver scheduled reports (daily, weekly, monthly). |
| 5 C (3)(a)(v) | Custom Reports Management: Custom and ad-hoc report generation, coding, and management. |
| 5 C (3)(a)(vi) | List Pulls: Produces Development list pulls and builds throughout the year. |
| 5 C (3)(a)(vii) | Report Audits: Monitor, manage and audit reports generated over the past x period. |
| 5 C (3)(a)(viii) | Tableau report generation and integration. |
| 5 C (3)(b) | providing data support services as requested by Museum or otherwise as submitted, specced, and assigned through the CRM Help Desk |
| 5 C (3)(c) | develop and implement communication, risk, and change management plans to include full implementations of major enterprise Museum solutions. |
| 5 C (3)(d) | Manage internal communication and project management apps and infrastructure (Continu, Google Sites, Smartsheets, Slack, Trello, etc.): organizing information in a user-friendly way and overseeing system updates and upgrades to ensure information remains accessible |
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