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This performance work statement outlines the requirements for a task order to provide analysis, engineering, and integration support services for a Virtual Battlefield Display System. The contractor shall perform program management, engineering analyses, integration support, and survivability assessments. Key requirements include conducting feasibility studies, developing software code, performing verification and validation, and analyzing electronic interference and durability. The contractor must have personnel with Top Secret clearances. The period of performance is five years from 2018 to 2022. The place of performance is 80% at the contractor's facility and 20% at the VBDS PMO office at Fort Belvoir, VA. The government will provide required reference materials and equipment.

J-5 SAMPLE Task Order 3 for Pool 2

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IAC MAC

Pool 2

Sample Task Order #3

Performance Work Statement (PWS)

Virtual Battlefield Display System (VBDS)

[Focus Areas: Weapon Systems; Survivability & Vulnerability; and Software Data and Analysis]

September 9, 2017

TABLE OF CONTENTS

TABLE OF CONTENTSii
1.0GENERAL1
1.1BACKGROUND1
2.0OBJECTIVE AND SCOPE1
3.0TASKS2
3.1(Task 1) – Program Management2
3.2(Task 2) – VBDS Engineering Analysis5
3.3(Task 3) – VBDS Integration Support6
3.4(Task 4) – VBDS Survivability/Vulnerability Analysis7
4.0ADMINISTRATIVE REQUIREMENTS9
4.1Security9
4.2Software9
4.3Travel9
4.4Period of Performance9
5.0GOVERNMENT FURNISHED INFORMATION (GFI) AND EQUIPMENT (GFE)9
6.0SERVICE SUMMARY10
7.0ESTIMATED LEVEL OF EFFORT (LOE)11

SAMPLE TO 3 (Pool 2) 11

GENERAL

This document describes the performance objectives for a Task Order (TO) for a FICTIONAL DoD requirement. This document will be the basis of a potential offeror’s study approach and cost information in support of the Information Analysis Center (IAC) Multiple Award Contract (MAC) proposal preparation for the Small Business Set-Aside (Pool 2). The Section Three (3) and Four (4) of the PWS, includes a set of requirements including specific tasks and deliverables for this Sample Task Order #3.

All contents provided as a part of this PWS are fictional and no actual IAC involvement is to be pursued, neither any discussions nor details on specific requirements or deliverables will be provided. This document has been tailored to be at the UNCLASSIFIED//FOUO level and apply to this fictional Sample Task Order #3 only.

BACKGROUND

The Close Air Support Program Office (CASPO) was formed to develop decisive tactical advantage and capability to rapidly deploy precision-guided ordnance against elusive mobile targets through air-ground fire coordination, Close Air Support (CAS), and increase CAS effectiveness by enabling real-time battlefield awareness and data sharing. In order to accomplish this mission, the CASPO conducts research, design, and development of new and evolution of existing technologies designed to enhance the efficiency of Close Air Support (CAS) to warfighters on the battlefield. In addition, CASPO assesses capability of test range equipment and surrogate weapon systems used to evaluate the survivability and effectiveness of aircraft performing CAS missions. CASPO currently seeks to develop system capability to enhance rapid, simultaneous target identification while minimizing collateral damage through integration of Virtual Battlefield Display System (VBDS) into fixed-wing CAS aircrafts, a three dimensional (3D) topographical system designed to visualize and display physical battlefield and the disposition of friendly and enemy forces in a high-fidelity, virtual environment.

VBDS is a fictional system, consisting of various Commercial-Off-The-Shelf (COTS) software and hardware components. VBDS continuously updates battlespace situational awareness and provides a comprehensive communications network for the commanders involved in combat to synergistically direct the fight as well as a means for the war fighters to execute and report. VBDS’s manned platform receives the tasking, acknowledges the assignment, adds the targets to a customized display of the battlespace, and recommends a course of action to the operator. The goal of VBDS integration is to enable three-dimensional visualization of the battlespace that can be customized to display to present only relevant information and forces, which can assists ground commander to designates targets for destruction, containment, or immobilization, and the timing of the CAS mission.

OBJECTIVE AND SCOPE

The primary purpose of this TO is to study, analyze, provide advice, research, and develop deliverables to advance IACMAC related scientific and technical information (STI) through the application of knowledge and resources in achieving the requiring activity's mission requirements defined herein.

The objective of this TO is to enable the incorporation of a Virtual Battlefield Display System (VBDS) into existing fixed wing CAS aircraft, and the requirements of the VBDS include incorporating real time battlefield movement and satellite renderings of ground cover/features. To meet this objective, the Contractor shall support CASPO’s technology insertion efforts including engineering analysis; hardware and software design, integration and testing; and survivability assessment. To ensure planned testing is adequate, accurate, and representative of the system being tested, the Contractor shall provide support to assess the capability of test range equipment and surrogate weapon systems used to evaluate the survivability and effectiveness of VBDS. The Contractor may be required to apply information from this study to develop and assess new and applied technology to support the CAS mission.

2.2 Scope

2.2.1 IAC MAC Basic PWS references. The work under this TO is within the scope of the IAC MAC Basic Performance Work Statement for Weapons Systems (1.4.2.2.9), Survivability and Vulnerability (1.4.2.1) and Software and Data Analysis (1.4.2.3.1) Technical Focus Area(s). The work under this TO relates to the Virtual Battlefield Display System (VBDS)

TASKS

The Contracting Officer (CO) is the only person authorized to direct the contractor or take any actions that would change the TO or commit the Government in any way.

Any and all source code, models, prototypes, programming, language, licensure, enterprise-wide rights, software, Contract Data Requirement Lists (CDRLs), manuals, training documents, and other similar products and related data developed, modified, or created under this TOshall be exclusively at the United States (U.S.) Government's expense. Per DFARS 252.227-7014(b) (1), all of these items must be delivered to the U.S. Government with unlimited rights. As such, the Government may use, modify, reproduce, release, perform, display, or disclose the source code in whole or in part, in any manner and for any purpose whatsoever, and it may authorize others to do so.

(Task 1) – Program Management

3.1.1 Post Award Orientation. The Post-Award Orientation shall be held within seven (7) calendar days of the start of performance. Schedule and conduct this meeting, in coordination with the ACOR, Contracting Office Representative (COR), and CO. The purpose of the Post-Award Orientation is to: 1) discuss any unique characteristics of the requirement(s); 2) identify stakeholders' roles and responsibilities; 3) review the 30-day transition-in to full performance and 4) establish a common understanding of cost, schedule, and performance expectations (Deliverable 1A: Post Award Brief Slides and Minutes with Attendees List).

3.1.2 Program Management Plan. Provide a Program Management Plan (PMP) within fifteen (15) days after contract award. The Program Management Plan shall provide a resource-loaded schedule that outlines the steps that will be taken, the timeline to completion, and any associated risks with execution of the order. If/when a project tasking is submitted to the contractor, the PMP will be updated within 15 days of each new project tasking. The update shall specify estimated project start and stop dates as well as a risk mitigation plan and an expenditure plan aligned to key milestones within the project, to include any anticipated Other Direct Costs (ODCs). The update should highlight any interdependencies within the tasks and/or the project(s) schedules. Upon acceptance and approval by the Government, the contractor shall meet the cost, schedule and forecasted delivery date of all deliverables by taking all reasonable measures to fulfill the requirement (Deliverable 1B: Program Management Plan (PMP)) and shall report monthly status updates (Deliverable 1C: Monthly Status Report (MSR)).

3.1.3 Monthly Status Report. Submit a Monthly Status Report. The MSR shall provide detailed status for the project(s) within the PMP as well as capture an overall status of the order. The MSR reports cost, schedule, and performance against PMP requirements and identifies status of funding, planned versus actual expenditures per project, status of known risks, risk mitigation efforts, deliverables funded and date they were funded, technical progress made and schedule status per deliverable, the titles, dates and number(s) of deliverables completed, and the deliverables scheduled to be delivered during the upcoming month. Specific MSR format, and additional content not specified in this section, shall be mutually agreed upon by the contractor and ACOR; this should be established no later than the Post-Award Orientation. If the MSR shows that the project is not meeting the performance thresholds set forth in the Service Summary found in Section 8.0, the contractor shall provide the rationale and circumstances preventing the threshold from being met, and provide an update to the PMP, to the satisfaction, acceptance and approval of the ACOR (Deliverable 1C: Monthly Status Report).

3.1.4 Final Technical Report. Prior to expiration of the order, submit a Final Technical Report (FTR) as detailed in section 4.0. The FTR shall include TAT-specific background information, objectives, assumptions, specific data collected, conclusions, analyses conducted, and recommendations. Each report shall be delivered to the ACOR and COR (Deliverable 1D: Final Technical Report (FTR)).

Task 1 Deliverables Table

#
Title
Est. Qty.
Est. STI
Est.

Due Date / Frequency Description

1A
Post Award Brief

Slides and Minutes with Attendees List

1/PoP
0
3 days after Post

Award Orientation

(PAO)

(CDRL A008) Slides, as a minimum, should identify the key stakeholders and highlight their roles and responsibilities, summarize the tasks and associated deliverables (with specific focus of building on the BCO knowledge base and producing STI for future reuse), and monthly status reporting (cost, schedule, performance). Minutes (with a list of attendees) should capture the substance of the meeting. Provide draft of slides three days prior to PAO. Slides and Minutes should be provided to all attendees, including ACOR, COR and CO.

1B
Program

Management Plan (PMP)

1/PoP
0
15 days ARO;

updated within 15 days of each new project tasking (CDRL A009) PMP shall include a schedule that outlines the steps to take and a timeline to completion of the program and all projects as well as any interdependencies amongst the projects’ schedules. The schedule shall specify estimated project start and stop dates as well as a risk mitigation plan and expenditure plan aligned to key milestones within the project, to include any anticipated Other Direct Costs (ODCs).

1C
Monthly Status

Report (MSR)

1 Per Month
0
45 days After

Receipt of Order (ARO), Monthly, thereafter. Final MSR due with

FTR.

(CDRL A010) Includes actual versus planned task expenditures, technical progress made, schedule status, travel conducted, meetings attended, issues, and recommendations. The MSR reports cost, schedule, risks, and performance against PMP and PWS requirements. Identifies funding compared to ceiling, planned versus actual expenditures, status of known risks, risk mitigation efforts, deliverables funded and date they were funded, technical progress made and schedule status per deliverable, deliverable titles and numbers completed within the previous month, and the deliverables scheduled to be delivered during the upcoming month. Reports all Military Interdepartmental Purchase Request (MIPRs) received and details the funding source of each MIPR Specific MSR format and content shall be mutually agreed upon by the contractor and ACOR, per the guidance contained herein. Establishes a baseline schedule for and steps to completion for each requirement. Upon acceptance and approval by the Government, the Contractor shall meet the schedule and forecasted delivery date of all deliverables by taking all reasonable measures to fulfil the requirement. The MSR content should be established no later than the postaward conference. The MSR shall be in PDF format, e-mailed to the ACOR, COR, and CO.

1D
Final Technical

Report (FTR)

1/PoP
1
End of order
(CDRL A012)Shall include task background, objectives, assumptions, specific data collected, conclusions analyses conducted and recommendations. Each report shall be delivered to the ACOR and COR, prior to expiration of the PoP. Under authority of the ACOR, with approval by the COR, the FTR (whether unclassified or classified) shall have a Distribution Statement. Every effort will be made to avoid utilizing Distribution F (Further Distribution Only as Directed By RA). However,

if sensitive internal information is contained in the FTR, every attempt shall be made to produce a sanitized (redacted) version of the FTR for distribution within DoD (Distribution D) and inclusion in the DTIC database. For classified reports to be included in DTIC classified databases, an unclassified SF298 will be produced and signed by the Government ACOR; this document shall serve as the basis for creating unclassified metadata, which the BCO will add to the DTIC unclassified database, in accordance with established policy and procedures.

3.2 (Task 2) – VBDS Engineering Analysis The Contractor shall perform engineering analyses, to evaluate mission assurance best practices for VBDS Integration into fixed wing CAS Aircrafts. The Contractor shall coordinate requirements analyses with CASPO stakeholders, and conduct technical and policy analysis across a broad spectrum of community issues, including emerging technologies, current technical specifications and functions, system architecture issues and recommended implementation, and policies related to system survivability, interoperability, and cybersecurity. The Contractor shall:

3.2.1 Conduct Feasibility Analysis

3.2.1.1 The Contractor shall conduct Feasibility Analysis (FA) of the VBDS integration requirements, performance standards, potential technologies, and concepts of employment. FAs shall include analysis of viable technical alternatives based on existing, emerging, and future technologies, logistics support analysis, and cost benefit analysis to identify optimum solutions to existing and future requirement gaps and shortfalls (Deliverable 2A: VBDS Feasibility Study).

3.2.1.2Assess the current display components within the cockpit of a fixed wing close support aircraft. The Contractor shall determine the optimal area where the system could be positioned, where the warfighter would have the best viewing angle, and the ability for the warfighter to interact with the system when needed. The Contractor shall evaluate the current energy source to verify ability to power the VBDS. If insufficiency is determined, the Contractor shall recommend a viable solution to address the deficiency (Deliverable 2A: VBDS Feasibility Study; Deliverable 2B: VBDS System Integration Positioning Documentation and Recommendations; Deliverable 2C: Component and Energy Source Assessment).
3.2.1.3The Contractor shall develop and demonstrate proof of concept software and systems prototypes as required for the purpose of investigating and providing data to support decisions about VBDS integration. The Contractor shall provide documentation of systems components, configurations and demonstrations including but are not limited to: architecture diagrams, technical specifications, development roadmaps, analysis of technological capability gaps and other system description information for stakeholder evaluation. (Deliverable 2D: System Engineering and Test Analysis).

3.2.1.4 The contractor shall analyze information direction flow, source and target networks, and data types used in VBDS. The Contractor shall provide subject matter expertise in the theory and application of “Big Data” and “Large Data” and information system solution support tools, as well as expertise in enabling architectures, in operational environments, to support design of enterprise point to point, interoperable data architecture and solutions. The Contractor shall conduct and provide documentation of technical analysis and recommendations (Deliverable 2D: System Engineering and Test Analysis).

Task 2 Deliverables

#
Title
Est. Qty.
Est. STI
Est. Due Date / Frequency
Description
2A
VBDS Feasibility Study
4/yr
1/yr (annual roll up due to DTIC)
Initial study due 30 days after project initiation; updates due quarterly
(CDRL A007) Deliverable offers continuous assessment of the practicality of the VBDS project. Documentation shall objectively identify: the strengths and weaknesses of VBDS integration; the opportunities and threats present in the project; the resources required to carry through, and ultimately, the prospects for success.
2B
VBDS System Integration Positioning Documentation and Recommendations
4/yr
4/yr
Quarterly
(CDRL A007) Deliverable identifies the optimal system positioning and includes research and analysis used to develop positioning recommendation.
2C
Component and Energy Source Assessment
4/yr
4/yr
Quarterly
(CDRL A007) Deliverable provides assessment of the current display components within the cockpit of a fixed wing close support aircraft and determines if any of the current components are able to be integrated into the VBDS. Details of the evaluation of the current energy and any recommendations for viable solutions shall be included.
2D
System Engineering and Test Analysis
2/yr
2/yr
10 days after completion of study
(CDRL A007) Deliverable documents the results of conducted systems and process engineering and the collection of systems engineering, programmatic and logistics data and engineering and technical requirement analyses for the research, design, development, modeling, test, safety management, and engineering related logistics for the procurement, production, maintenance, engineering changes and modifications, disposal (life-cycle management) and related services.

3.3 (Task 3) – VBDS Integration Support The Contractor shall develop technical recommendations and software products that allow for encryption, ensure cybersecurity, and are able to pull down satellite feeds of friendly forces and/or foes as well as environmental data. The Contractor shall:

3.1

3.3.1Research and analyze fixed wing CAS aircraft current assets including approved algorithms, identifications of data elements, and data sources (interfaces). The Contractor shall develop design and technical specifications within the platform’s framework (Deliverable 3B: Software Requirements; Deliverables 3C: Software Requirements Specifications [SRS]; Deliverable 3D: Interface Requirements Specifications; Deliverable 3E: Interface Management Documents [IMD]).
3.3.2Develop software code using Commercial off the Shelf (COTS) technologies and Open Source Standards (OSS) that will allow for the incorporation of the VBDS into existing fixed wing CAS aircraft. The Contractor shall conduct all required engineering, integration, testing, operations, maintenance, documentation, and logistical support of the system to identify potential vulnerabilities. The Contractor shall develop software code using the detailed design documented in the System Design Documents (SDD), Interface Management Document (IMD), and other requirements documentation as directed by the ACOR (these documents shall be provided after award) (Deliverable 3A: Source Code).
3.3.3Perform system level verification and validation (V&V) to determine if requirements are met and determine whether operational environment performance requirements are achieved (Deliverable 3F: V&V Documentation).
3.3.4Conduct testing and evaluation of system and data security of VBDS configuration and architectures. The Contractor shall ensure Cybersecurity controls and testing are complied with following system procurement as they relate to Risk Management Framework (RMF). The Contactor shall analyze and identify component and subsystem vulnerabilities to determine potential solutions and safeguards including system design interoperability.

(Deliverable 3A: Source Code; Deliverable 3B: Software Requirements; Deliverable 3C: Software Requirements Specifications; Deliverable 3D: Interface Requirements Specifications; Deliverable 3E: Interface Management Documents; Deliverable 3F: V&V Documentation).

Task 3 Deliverables

#
Title
Est. Qty.
Est. STI
Est. Due Date / Frequency
Description
3A
Source Code
3/yr
3/yr
45 Days after Project Initiation
(CDRL A007) Provide coding to meet the needs of encryption, ensure cybersecurity, and are able to pull down satellite feeds of friendlies/foes as well as environmental data.
3B
Software Requirements
4/yr
4/yr
Quarterly
(CDRL A007) The report shall reference the necessary: code quality, interoperability, of development methodologies.
3C
Software Requirements Specifications
4/yr
4/yr
Quarterly
(CDRL A007) Software requirements specifications documentation shall document all requirements necessary. It shall include design criteria established, documentation procedures followed, and processes developed.
3D
Interface Requirements Specifications
4/yr
4/yr
Quarterly
(CDRL A007) Interface Requirements Specifications shall provide details regarding design criteria established, documentation procedures followed, and processes developed.
3E
Interface Management Documents
4/yr
4/yr
Quarterly
(CDRL A007) The document shall include results, methodology, and assumptions. The document will also provide requisite information such that the study may be repeated by other Government sponsors or for verification purposes.
3F
V&V Documentation
4/yr
4/yr
Quarterly
(CDRL A007) Documentation capturing the Validation and Verification of operational environment performance.
3.4(Task 4) – VBDS Survivability/Vulnerability Analysis
3.4.1The Contractor shall assess the survivability and vulnerability of the VBDS platform to electronic interferences and test the durability of the system when under the duress of daily use in theater. The Contractor shall evaluate technical design and supportability data to assess if the VBDS platform requirements for survivability of the system are met and that the asset may be properly maintained and/or rapidly restored to operational readiness. The Contractor shall assess and make recommendations based on documented sustained performance and maintainability data for the VBDS platform to define the survivability requirements needed for new system, new capabilities, and new integration methods. Based upon the analysis results, the Contractor shall develop recommendations to enhance VBDS platform mission effectiveness in response to emerging mission needs (e.g., emerging threats, new weapons or target sets) (Deliverable 4A: System Engineering and Test Analysis).
3.4.2Conduct testing and analysis of results to determine if there are any electronic interferences that will degrade the VBDS from being used at its full potential, increasing platform, warfighter, and system vulnerability. The Contractor shall conduct research and analysis of platform survivability under electronic interferences and its impact to platform survivability and degradation of system / service. The Contractor shall research potential solutions that will protect/shield the VBDS from the electronic interferences (Deliverable 4B: Electronic Interference Assessment and Recommendations).
3.4.3Simulate an interaction between a pilot/operator and VBDS in theater to test and evaluate the durability of the VBDS under daily use. The Contractor shall research and analyze the durability of the VBDS under flight conditions experienced in theater, such as evasive moves, and analyze the VBDS durability under various environmental effects, such as lighting storms. The Contractor shall develop recommendations to enhance the durability of the VBDS to eliminate negative impact on the survivability of the platform and warfighter (Deliverable 4C: Durability Analysis and Recommendations).

Task 4 Deliverables

#
Title
Est. Qty.
Est. STI
Est.

Due Date / Frequency Description

4A
System Engineering and Test Analysis
2/yr
2/yr
10 days after completion of study
(CDRL A007) Deliverable documents the results of conducted systems and process engineering and the collection of systems engineering, programmatic and logistics data and engineering and technical requirement analyses for the research, design, development, modeling, test, safety management, and engineering related logistics for the procurement, production, maintenance, engineering changes and modifications, disposal (life-cycle management) and related services.
4B
Electronic Interference Assessment and Recommendations
4/yr
4/yr
Quarterly
(CDRL A007) Deliverable includes testing and analysis of electronic interferences that will degrade the VBDS as well as potential hardening solutions that will protect/shield the VBDS from the electronic interferences.
4C
Durability Analysis and Recommendations
4/yr
4/yr
Quarterly
(CDRL A007) Deliverable includes. Research and analysis of the durability of the VBDS under varied flight and environmental conditions and offer technical recommendations to enhance the durability of the VBDS.

ADMINISTRATIVE REQUIREMENTS

Security The work on this TAT is anticipated to have a classification level up to TOP SECRET. The proposed Contractor shall ensure all personnel (including administrative and subcontractor personnel) specified as requiring access to classified facilities, systems, and information with TOP SECRET classification, have a TOP SECRET security clearance.

Offeror shall consider for this fictional task that contractor personnel to perform tasks described in Section 3.0 of this PWS need to possess current DoD Top Secret clearances.

Software The Contractor shall possess and utilize approved software that are compatible with the ones used by the Government, which consists of latest versions of Microsoft Office Professional (Word, PowerPoint, Excel and Access), Microsoft Project Standard, and Adobe Acrobat Reader. An appropriate industry standard software of the Contractor’s choice, shall be used to develop/produce all required system / software architecture views. A software license for required software shall be provided by the government for the period of the study.

Travel The Contractor travel shall be authorized in writing by the COR, to support customer requirements including but not limited to interviews, User Conference, Government Program Reviews, Government team meeting, or other technical meetings or conferences as required. The Contractor reimbursement for travel expenses shall be billed without fee and at the rates provided in the Joint Travel Regulations (JTR). The Contractor travel shall not exceed $30,000 per year ($150,000 over the entire PoP).

All potential Offerors shall use the minimum Government estimate for Other Direct Costs (ODCs) provided in the table below. The Government ODC estimates are inclusive of any subcontractor travel costs, material, and supplies but do not include any material handling fee or General and Administrative (G&A) costs. Contractors may propose additional ODCs but they must be clearly identified, fully justified, and will be evaluated as part of the overall price of the proposal.

Government ODC Estimate

Year 1
Year 2
Year 3
Year 4
Year 5
Total
Travel
$30,000
$30,000
$30,000
$30,000
$30,000
$150,000
Material & Supplies
$300,000
$300,000
$300,000
$300,000
$300,000
$1,500,000
Total ODCs
$330,000
$330,000
$330,000
$330,000
$330,000
$1,650,000

Period of Performance Period of Performance will be 60 months. The period of performance will be 1 January 2018 to 31 December 2022.

4.5 Place of Performance

The place of performance will be the contractor’s facility (80%) and the VBDS PMO office at Fort Belvoir, VA (20%).

GOVERNMENT FURNISHED INFORMATION (GFI) AND EQUIPMENT (GFE)

The Government will make available the GFI reference material and GFE required to perform tasks described in the PWS.

SERVICE SUMMARY

TO

PERFORMANCE OBJECTIVE

TO

PWS REFERENCE

TO

PERFORMANCE STANDARD/THRESHOLD

Delivery of Program Management Plan
3.1
Standard: Completed on time and updated to reflect changes as they occur 100% of the time

Threshold: Completed on time and updated to reflect changes as they occur 100% of the time. A corrected PMP will be submitted within 5 business days of identification of an error.

Effective Resource Planning (Staffing)
3.1 thru 3.4
Standard: Manage, retain, replace and assign capable/qualified contractor personnel in a manner that meets all expressed contractual requirements with no observable degradation of services or impacts to mission requirements.

Threshold: 100% compliance with PWS and CDRL requirements. The Government shall receive no more than three Corrective Action Reports (CARs) or similar deficiency reports during the contractor’s performance of the entire task order. Provide a get well plan within 5 business days of identification of deficiency.

Quality Deliverables (Data)
3.1 thru 3.4
Standard: Research, develop, prepare, compile, and submit Deliverables/CDRLs on time, addressing all data contents, fields, and specified instructions adequately. Upon submission to the Government, deliverables may require minimal non-substantive changes, such as corrections to spelling, etc., but shall not require substantive document corrections or revisions.

Threshold: 100% compliance with CDRL requirements. The contractor shall submit all Deliverables/CDRLs as instructed per the established schedule (due date) with no need for substantive changes. Provide a revised deliverable within 5 business days of identification of deficiency.

Responsive Customer Service (Business Acumen)
3.1 thru 3.4
Standard: Contractor shall respond to all tasks, questions, and inquiries by providing initial written acknowledgement to the requesting individual(s) within two business days. The contractor shall close all corrective action tasks within 30 calendar days, providing written documentation to the Government detailing actions taken. All Government questions and inquiries will be addressed within five business days. Contractor shall provide courteous and competent customer service during performance of the task order. Contractor will be flexible and responsive to the Government's evolving requirements or emergent activities.

Threshold: The Government shall perform random service sampling (reviews) to gauge the contractor’s customer service responsiveness and professionalism. The Government shall receive no more than three complaints or negative reviews denoting a customer service/business acumen deficiency during the contractor’s performance of the entire task order. Provide a get well plan within 5 business days of identification of deficiency.

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