Performance Plan-Aug 2010.pdf

PERFORMANCE PLAN

OPERATIONS AND MAINTENANCE (O&M) SERVICES OF THE

BASE TELECOMMUNICATIONS SYSTEM (BTS)

**This document will be used by the Government Quality Assurance Personnel (QAP) as a tool to assess contract/contractor compliance.

FOR

OPERATIONS AND MAINTENANCE (O&M) SERVICES

OF THE BASE TELECOMMUNICATIONS SYSTEM (BTS)

LAUGHLIN AFB TX

31 AUGUST 2010

______________________________ Date: ___________ Name: TOMMA HOFEGARTNER Position: Quality Assurance Program Coordinator

Name: TSGT TORRY SURAT Position: Quality Assurance Personnel

______________________________ Date: ____________ Name: DEBRA HARRISON Position: Contracting Officer

Name: MAJ VINCENT M TERRELL Position: Functional Commander

*_____________________________ Date: ____________ Name:

Company:

Position: Contractor

*The signatures above signify cognizance of this Performance Plan. This document is not contractually binding.

i

TABLE OF CONTENTS

DESCRIPTION PAGE NUMBER

1.0 PURPOSE

2.0 MANAGEMENT

2.1 OBJECTIVE

2.2 RESULTS (GOALS) THE MULTI-FUNCTIONAL TEAM IS TRYING TO ACHIEVE

2.3 ROLES AND RESPONSIBILITIES OF THE MFT

2.3.1Functional Commander (FC)

2.3.2 Contracting Officer (CO)

2.3.3 Quality Assurance Personnel (QAP)

2.3.4 Quality Assurance Program Coordinator (QAPC)

2.3.5 Contractor

2.4 APPROACHES, METHODS, AND TOOLS TO VALIDATE OBJECTIVES AND GOALS

2.4.1 Market Research

2.4.2 QAP Management Role

2.4.3 QAP Files

2.4.4 Contractor Management Role

2.4.5 Contractor Records

2.4.6 CO/Contract Administrator Management Role

2.4.7 Performance Feedback

2.5 CONTRACT PERFORMANCE REVIEWS

2.5.1 Pre-Award Management Controls

2.5.2 Post-Award Management Controls

3.0 ASSESSMENT

3.1 METHODS USED TO ASSESS CONTRACTOR’S PERFORMANCE

3.1.1 Periodic Surveillance

3.1.2 100% Inspection

3.1.3 Random Sampling

3.1.4 Customer Complaints

3.2. ASSESSMENT SCHEDULE

3.2.1 Schedule Development

3.2.2 Schedule Changes

3.2.3 QAP End of Quarter REPORT…………………………………………………………………………………...………11

3.3 ASSESSMENT OF SDS ITEMS

3.4 ASSESSMENT OF NON-SDS ITEMS

3.5 METHOD OF ACCEPTANCE OF SERVICES

3.6 PROCESS FOR UNACCEPTABLE PERFORMANCE

3.6.1 Government-Caused

3.6.2 Not Government-Caused

3.6.3 CO Notification

3.6.4 Remedies for Unacceptable Performance

3.7 SERVICE DELIVERY SUMMARY (SDS)

1.0 Purpose.

The Government developed this performance plan to provide an effective and systematic method to evaluate Contractor provided services as required by the terms and conditions of the contract. This performance plan implements the requirements of Air Force Instruction (AFI) 63-124 (Performance Based Service Acquisitions (PBSA)) and AFI 63-101 (Acquisition and Sustainment Life Cycle Management), with respect to the Government’s quality assurance requirements. This performance plan is a living document and the Multi-Functional Team (MFT) will revise or modify the plan as circumstances warrant, throughout the life of the contract, to ensure adequate oversight of Contractor performance is maintained.

2.0 Management.

2.1 Objective.

The Air Force’s objective is to manage the acquisition by ensuring that the Contractor provides highly reliable telecommunications and networked voice, video and data services; that these services meet the stated qualifications; and that the Contractor provides the O&M services according to the contract. The O&M contract’s objective is for the Contractor to be available 24 hours per day, 7 days per week and properly perform O&M services of the BTS at Mountain Home AFB, ID. The Contractor shall perform the required O&M services in accordance with (IAW) the original equipment manufacturer’s recommended schedule and established commercial grade specifications, standards, and best practices as set forth in the Performance Work Statement (PWS).

2.2 Results (Goals) the MFT Is Trying to Achieve.

The goal of our assessment approach is to gain confidence in the Contractor’s way of doing business and rely on the Contractor’s internal quality control processes. Then, we adjust the level of oversight to a point that maintains that confidence. The MFT’s original assessment approach may not stay the same throughout the duration of the contract; therefore, all government evaluators should periodically update the assessment approach when necessary.

By virtue of this performance plan, the MFT will manage the O&M contract and strive to achieve efficiencies, improved customer service and Contractor performance, and cost savings.

Additional goals include maximizing performance; encouraging innovation; promoting performance-based services; and increasing awareness that performance-based services require participation from all team members.

2.3 Roles and Responsibilities of the MFT.

2.3.1 Functional Commander (FC).

This is the Communications Squadron Commander (CSO), also known as the Communications Systems Officer unless the CSO formally delegates this function to another individual in writing.

2.3.1.1 Ensures requirements documents developed by the MFT satisfy mission requirements, are performance-based, foster innovation, and define metrics.

2.3.1.2 Nominates qualified individuals as Quality Assurance Personnel (QAP). Ensures all personnel within the functional area who may have contact with Contractor employees are aware of the contractual working relationship and the necessity to avoid any conduct that may constitute a real or perceived conflict of interest.

2.3.1.3 Reviews Contractor performance documentation, prepared by the QAP, on a regular basis to ensure performance is compatible with the contract and mission objectives.

2.3.1.4 Accomplishes FC training upon assumption of duties as required in Air Force Federal Acquisition Regulations (AFFARS) Mandatory Procedures (MP) 5346.103.

2.3.2 Contracting Officer (CO).

2.3.2.1 Key member of the MFT and advisor on performance plan development. Maintains open communication amongst all parties throughout the life of the acquisition.

2.3.2.2 Delegates authority for inspection and/or acceptance to QAP IAW the terms and conditions of the contract by letter. Manages the listing of QAP assigned to the contract.

Informs the Contractor of the names, duties, and limitations of authority for all QAP assigned to the contract.

2.3.2.3 Provides Phase II to QAP assigned to the contract.

2.3.2.4 Periodically assesses the QAP’s performance, not less than annually, based upon availability of funds for travel. Prepares trip reports to document site inspection visits of which are sent to the FC and QAP.

2.3.2.5 Reviews QAP input of Contractor performance assessment data, including review and approval of the Contractor Performance Assessment Reporting System (CPARS) reports prepared by the QAP.

2.3.2.6 Issues contract modifications as necessary.

2.3.2.7 Takes appropriate action should unacceptable contract performance occur.

2.3.3 Quality Assurance Personnel (QAP).

2.3.3.1 Assists with the development of technical requirements and independent Government estimates for contract services.

2.3.3.2 Reviews Contractor’s Quality Control Plan (QCP) and program. Evaluates and documents the Contractor’s performance IAW the procedures set forth in this performance plan and the contract terms.

2.3.3.3 Immediately notifies the CO of any significant performance deficiencies. If the discrepancy has been resolved locally, the QAP will be annotate and file a Memo for Record.

If a discrepancy is recurring or cannot be resolved locally, the QAP will refer it to the CO for action using the Contract Deficiency Report (CDR) process (See 3.8.2 below). The QAP will identify all actions taken on the discrepancy and a recommendation for resolution.

2.3.3.4 Maintains assessment documentation throughout the life of the contract and forwards to the Contracting Office at the end of the contract. Annually documents performance in CPARS.

2.3.3.5 Recommends any changes necessary to the contract, PWS, performance plan, or other requirements that promote efficiency or eliminate unnecessary costs.

2.3.3.6 Receives Phase I upon QAP appointment and prior to contract award and Phase II training at the contract start. If nominated to replace an existing QAP after contract award, training will be provided prior to performing QAP duties. See MP 5346.103. Annually accomplishes "refresher training" to remain current with PBA processes.

2.3.3.7 Maintains technical proficiency to ensure the Contractor is properly assessed and ensure the Government receives the services IAW the contract.

2.3.4 Quality Assurance Program Coordinator (QAPC).

2.3.4.1 Supports the MFT in the development of contract requirements specifically ensuring that requirements are clearly stated and enforceable.

2.3.4.2 Trains FC/FD

2.3.4.3 Provides Phase I training and as part of Phase I training, documents QAP’s acknowledgement of their requirements.

2.3.4.4 Maintains/updates quality assurance appointments; delegations memos; and documentation of Phase I/II training provided by contracting personnel.

2.3.4.5 Assists the market research efforts of the multi-functional team in determining commercial quality assurance practices.

2.3.5 Contractor.

2.3.5.1 Complies with the terms and conditions of the contract.

2.3.5.2 Participates as a member of the MFT in the post-award management phase.

2.3.5.3 Maintains and implements a QCP that compliments the performance plan IAW the

PWS.

2.3.5.4 Tenders to the Government for acceptance only those supplies or services that conform to contract requirements. See also FAR clauses 52.246-4 and 52.246-6 of the contract.

2.3.5.5 Recommends any changes to the contract that will promote efficiency or eliminate unnecessary costs.

2.4 Approaches, Methods, and Tools to Validate Objectives and Goals.

The MFT will utilize the following approaches, methods, and tools to validate our objectives and goals and manage the contract upon award:

2.4.1 Market Research.

MFT will conduct market research to ensure the contract requirements remain current with commercial standards, practices, and industry performance evaluation methods.

2.4.2 QAP Management Role.

The QAP will conduct, document, track, and analyze Contractor’s performance via regularly scheduled assessments. The QAP will maintain assessment results as Past Performance Information and utilize it to prepare and support an annual CPARS reporting. The Government will use assessment results, along with the Contractor’s submittals, to develop metrics to track Contractor’s overall compliance with contract terms and conditions.

2.4.3 QAP Files.

The primary QAP will develop and maintain a QAP file. The QAP will apprise the CO of how the Government views the Contractor’s performance. The QAP will maintain a hard and/or electronic copy QAP file. The file must contain, at a minimum, the following documentation:

a. Appointment Letters; Evidence of Phase I and II Training; QAP Duties and Responsibilities Letter

b. Performance Plan

c. Contractor’s QCP

d. Assessment Documents (QAP Site Inspection List; QAP Monthly & Quarterly

Reports; QAP Assessment Schedules; QAP & Contractor Site Inspection Checklist)

e. Records: CDRs; Time & Material (T&M) Work Orders and Documentation

f. Monthly Invoices and Fund Logs

g. Site Inspection Trip Reports)

h. Contract including all attachments (Pricing Table, PWS, EIPS, Wage

Determinations, etc.) as well as contract modifications, task orders, and task order modifications

2.4.4 Contractor Management Role.

The Contractor shall provide and maintain a QCP to ensure the contract services conform to the requirements of the PWS. Contractor shall ensure that non-conforming contract services are identified, and corrected, and QCP is revised to prevent recurrence (See FAR 46.105, “Contractor Responsibilities”). The Contractor shall update the plan as changes occur and submit the changes for review and acceptance to the Contract Administrator (CA) IAW the

PWS.

2.4.5 Contractor Records.

2.4.5.1 Work Center Records.

Contractor shall develop, update and/or maintain accurate, complete, and readable work center records. The Contractor shall update work center records within the timeframe specified in the PWS. All BTS records and documents established and maintained by the Contractor are Government property and shall remain at the site and turned over to the QAP for disposition upon contract completion. The Government requires electronic storage of records. Contractor shall make provisions for Government access to databases, servers, media or other documentation.

2.4.5.2 Contractor Inspection Records.

The Contractor shall keep records of inspections and make records available to the Government until contract completion and final settlement of any claims under this contract.

2.4.6 CO/Contract Administrator Management Role.

The CA and/or CO will annually review the QAP’s files and Contractor’s records to ensure assessment is properly conducted and documented, and Contractor performance is within acceptable levels. The CO will document the review and provide feedback to the FC. The CO 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. The Contractor will also notify the CO, in writing, of any work being performed, that they consider over and above the requirements of the contract. The CO will take appropriate action to resolve any outstanding issues.

2.4.7 Performance Feedback.

The QAP is required to document, evaluate, and report Contractor’s performance. On an annual basis, the QAP will complete a narrative summary of Contractor’s performance in CPARS and notify the CO. The CPARS website is: https://cpars.navy.mil/cparsmain.htm.

The QAP will accomplish Out-of-Cycle CPARS for any significant change in performance.

The QAP will also keep the FC or designee informed of all performance assessments.

2.4.7.1 Performance Elements.

https://cpars.navy.mil/cparsmain.htm�

Performance Element

Description

Quality of Service

Assess the Contractor’s conformance to contract requirements, specifications, and standards of good workmanship (e.g., commonly accepted technical, professional, environmental, or safety health standards).

Schedule Assess the timeliness of the Contractor against the completion of the contract, task orders, milestones, delivery schedule, administrative requirements (e.g., efforts that contribute to or effect the schedule variance).

Business Relations

Assess the integration and coordination of all activities needed to execute the contract, specifically the timeliness, completeness and quality of problem identification, corrective action plans, proposal submittals, the Contractor’s history or reasonable and cooperative behavior, customer satisfaction, timely award and management of subcontracts, and whether the Contractor met small/small disadvantaged and woman owned business participation goals.

Management of Key Personnel

Assess the Contractor’s performance in selecting, retaining, supporting, and replacing when necessary, key personnel

2.4.7.2 Performance Confidence Ratings. Contractor ratings and criteria are described below. NOTE: The QAP should basically start at the “Satisfactory” level and then revise their rating upward or downward based upon specific performance that either exceeded or failed to meet the contractual requirements. Just “meeting” the requirement is Satisfactory. To rate higher or lower, SPECIFICS are required, such as: “Contractor exceeded the time for accomplishing work order by completing routine work orders 85% of the time in four days or less – contract requires 10 days.” In addition, the Government must receive some associated benefit.

Performance Confidence Criteria

SUBSTANTIAL Based on the Offeror’s performance record, the Government has a high expectation that the offeror will successfully perform the required effort.

SATISFACTORY Based on the Offeror’s performance record, the Government has an expectation that the offeror will successfully perform the required effort.

LIMITED Based on the Offeror’s performance record, the Government has a low expectation that the offeror will successfully perform the required effort.

NO CONFIDENCE

Based on the Offeror’s performance record, the Government has no expectation that the Offeror will be able to successfully perform the required effort.

UNKNOWN

No performance record is identifiable or the Offeror’s performance record is so limited that no confidence assessment rating can be reasonably assigned.

2.5 Contract Performance Reviews.

2.5.1 Pre-Award Management Controls.

Services acquisitions over $5M require review by SDO prior to release of the solicitation and contract to ensure service acquisitions are at least 50% or more performance-based (measured in dollars) and that finalized metrics and performance based requirements are included.

2.5.2 Post-Award Management Controls.

2.5.2.1 Initial Contract Performance Review. The MFT will conduct a post award review no later than 30 days after the Contractor’s full assumption of contract workload. The purpose of the review is to determine if the Contractor successfully completed transition (if applicable), is fully operational, and is satisfactorily performing within the cost, schedule and performance parameters required by the contract. The MFT will conduct and document any information concerning contract execution and report to the SDO. If the MFT finds negative variations in cost, schedule, staffing and/or performance, they must include an assessment of the root causes and a corrective action plan. The review is to be documented in the contract file. The SDO will waive the Initial Contract Performance Review if the Contractor is the prior incumbent.

2.5.2.2 Annual Execution Reviews. The MFT will conduct annual reviews of all service acquisitions. The report is submitted no later than the last working day of December for the prior year’s period of performance. The MFT will conduct and document the annual performance review in the contract file and report to the SDO any negative variations in cost, schedule and/or other significant performance measures required by the contract. If significant variations exist, include an explanation of the causes for the variance and an assessment of the Contractor’s corrective action plan.

3.0 Assessment.

In conducting assessment, QAP are to be objective, fair, and consistent in evaluating Contractor performance against the performance thresholds. QAP shall base their evaluation on the end result, not the frequency or method of performance. The Contractor must perform all services IAW the prescribed performance objectives stated in the Service Delivery Summary (SDS). This performance plan identifies assessment procedures in concert with active application of the Contractor’s quality control procedures, to ensure acceptable Contractor performance.

3.1 Methods Used to Assess Contractor’s Performance.

The QAP will use the following methods to evaluate Contractor-provided services.

3.1.1 Periodic Surveillance.

The QAP will use this type of assessment by selecting samples (tasks) for evaluation on other than 100% inspections or on a statistically random basis. An example of periodic surveillance is weekly inspections when QAP chooses the location and time in other than a random basis (i.e., reviewing PMIs performed).

3.1.2 100% Inspection.

The QAP will use this method of inspecting a requirement every time it occurs. Use of this technique is appropriate when contract requirements have critical impact on mission of safety, occur infrequently or have stringent requirements (i.e., outside plant installations or manhole installations, or anything affecting flight or personnel safety).

3.1.3 Random Sampling.

The QAP will use this method to ensure the Government receives acceptable performance by the Contractor if a given percentage or number of scheduled inspections is found to be acceptable. The QAP will evaluate randomly selected samples of activity to determine the acceptability of the entire requirement (i.e., a random review of service work orders completed).

3.2. Assessment Schedule.

The QAP will develop an assessment schedule, based on this performance plan and PWS requirements. The schedule will include the method/frequency of assessment.

3.2.1 Schedule Development.

The QAP will develop the schedule at contract award and on an annual basis thereafter using the SDS/PWS as a guide. The QAP will complete the schedule no later than seven calendar days before the beginning of the period it covers (usually annually). The QAP will provide the FC and the CA copies of the schedule. The QAP will mark completed assessment schedules “For Official Use Only” and shall not show assessment schedules to the Contractor.

3.2.2 Schedule Changes.

The QAP will post changes to the assessment schedule promptly and will send copies to the FC and the CA. The QAP will document the reason(s) for changes of the assessment schedule, and maintain the documentation in the QAP files with the corresponding changed assessment schedule.

3.2.3 QAP End of Quarter Report.

QAP will submit an assessment report to the CO and FC no later than the first week of the first month of the next quarter. The report will identify the number of assessments scheduled and conducted in the previous quarter along with the number of unacceptable performances observed, the number of CDRs issued, number of valid complaints, any significant Contractor performance discrepancies, and a rating of the Contractor’s overall performance. The QAP will sign, date and provide a copy of the report to the CO and FC.

3.3 Assessment of SDS Items.

The QAP will conduct assessments IAW with projected assessment schedule outlined in paragraph 3.2 above for an effective quality assurance program. Mission requirements may require deviations from the assessment schedule. The QAP shall perform assessment as close to the schedule as possible and document assessment as it is conducted. The QAP will conduct assessment of the Contractor’s performance by determining whether or not the performance meets the thresholds contained in the contract. Assessment documentation will include as a minimum, the date and location the assessment was conducted, results of the assessment (acceptable or unacceptable), PWS paragraph number referencing the requirement, a short description of the requirement being surveyed, applicable remarks, and signature of QAP conducting the assessment. These assessments will serve as the official record of the inspection for auditing purposes and will be retained until the end of the contract period. The CO will provide disposition instructions. When QAP determine that Contractor performance is unacceptable, they will record the specific reason for the unacceptable performance.

3.4 Assessment of Non-SDS Items.

The Government has the right to inspect all services called for by the contract, to the extent practicable at all times and places during the term of the contract. Therefore, QAP have the right to conduct assessment for SDS items and non-SDS items as well. When the QAP identifies unacceptable performance on non-SDS items, the QAP will follow the procedures in section 3.6 of this performance plan, entitled Process for Unacceptable Performance.

3.5 Method of Acceptance of Services. The Contractor will submit invoices via the Wide Area Work Flow (WAWF) system for acceptable services tendered IAW the contract. The QAP will act as the “inspector” of services and ensure that all backup documentation is attached. Backup documentation includes invoices for material; work orders and time sheets for time and materials; and certified payroll to support Davis Bacon Work. After the QAP inspects, the Resource Advisor “accepts,” and DFAS will process the invoice.

3.6 Process for Unacceptable Performance. When the Contractor’s performance is deemed unacceptable, QAP will determine the cause of the unacceptable performance and forward his/her findings to the CO.

3.6.1 Government-Caused.

If any Government action, or lack of action, caused or contributed to the unacceptable performance, the Contractor will not be held responsible for the unacceptable performance.

The QAP will take action to ensure Government action, or lack of action, does not interfere with the Contractor’s performance in the future. The QAP will completely document the circumstance.

3.6.2 Not Government-Caused.

When the unacceptable performance is not the result of Government action, or lack of action, QAP will promptly notify the Contractor and direct the Contractor to re-perform the service, if possible, without additional cost to the Government. If the Contractor challenges the validity of the QAP’s unacceptable assessment finding, and the QAP and Contractor cannot come to an agreement, the matter shall be referred to the CO for resolution. The QAP may issue a CDR (via the CO) to the Contractor to assure corrective action is taken. The Contractor shall be required to return all completed CDRs to the CO no later than the suspense date indicated on the CDR. Unacceptable performance re-performed by the Contractor shall still count as unacceptable performance.

3.6.3 CO Notification.

3.6.3.1 Major Finding.

If at any time QAP identifies a condition as having a significant adverse effect on the quality of the activity, such as those stated below, QAP will document their findings and notify the CO immediately in writing (Email is acceptable). Any of the following could result in the issuance of a CDR by the QAP:

a. Contractor failure to meet a Performance Threshold.

b. Failure to provide adequate corrective action to preclude reoccurrence of

Government identified findings.

c. Failure to provide corrective action to deficiencies identified by the QAP within a prescribed suspense period.

d. Any failure to comply with to security regulations.

e. Any failure to comply with safety regulations.

3.6.3.2 Minor Finding.

If the QAP finds that the Contractor has deviated from established standards, but the deviation has little bearing on the service provided, the QAP will document the finding in a memorandum for record (MFR). The QAP is not required to immediately notify the CO, but will forward the MFR as an attachment to the monthly report. However, if the QAP repeatedly identifies the same minor finding, it may be an indication that a major finding is occurring because the Contractor has not taken proper steps to prevent recurrence. In this case, the QAP will notify the CO in writing.

3.6.4 Remedies for Unacceptable Performance.

3.6.4.1 If Services Do Not Conform.

In accordance with the contract’s Inspection of Services Clause(s), if any of the services do not conform to the contract requirements, the Government may require the Contractor to perform the services again in conformity with contract requirements, at no increase in contract amount.

3.6.4.2 If Services Cannot Be Corrected by Re-Performance.

When the defects in services cannot be corrected by re-performance, the Government may require the Contractor to take necessary action to ensure that future performance conforms to contract requirements and reduce the contract price to reflect the reduced value of the services performed. This may include a reduction in payment to reflect the total non-performance period.

3.6.4.3 If Contractor Fails to Promptly Perform Services Again.

If the Contractor fails to promptly perform services again or to take the necessary action to ensure future performance in conformity with contract requirements, the Government may by contract or otherwise, perform the services and charge to the Contractor any cost incurred by the Government that is directly related to the performance of such service; decrement invoice as stated in the PWS related to performance; or terminate the contract.

3.7 Service Delivery Summary (SDS).

Performance Objectives PWS Reference

Performance Threshold (Monthly) Method of Assessment

Provide sufficient and qualified personnel to perform the requirements

1.2.5 No more than one instance of

insufficient or unqualified personnel

IAW 3.1.1

Operate and maintain minimum switching system(s)

1.3 / 1.3.1 / 1.3.2

Two instances of downtime shall not be exceeded

IAW 3.1.2

Perform PMI Switch Power Tests

1.3.3.1 No more than one instance of failure to

test IAW OEM specifications or document results

IAW 3.1.2

Perform PMI tests of spare conductors

1.3.3.2

No more than one instance of failure to test & document IAW PWS each quarter

IAW 3.1.2

Perform PMI of Manholes and Handholes

1.3.3.3 No more than one instance of failure to

perform PMIs IAW PWS

IAW 3.1.2

Perform PMI Cable Analysis 1.3.3.4 No more than one instance of failure to perform PMIs IAW PWS

IAW 3.1.2

Respond to and restore all system and service outages within the required time constraints specified in the

PWS

1.3.4.3

Emergency – Zero instances exceeding response/restoration times

Priority – One instance exceeding response/restoration times

Routine – One instance exceeding response/restoration times

IAW 3.1.2

Provide location, staking, and marking services

1.3.6 completion time

Routine – One instance exceeding completion time

IAW 3.1.3

Accurately record CFD in the CVC database within time lines.

1.3.12.7 No more that 2 instances of exceeding 2

duty days to record CFD in the CVC.

No more than one instance of not accurately recording communication features.

IAW 3.1.3

Provide contractor support services IAW the PWS

1.3.10 provide support/interface

No more than one unexcused meeting

IAW 3.1.4

Performance Objectives PWS Reference

Performance Threshold (Monthly) Method of Assessment absence

Technical Solutions IAW PWS

1.3.11 provide an implementable technical solution within specified time frame.

IAW 3.3

Update work center records after completion of new task/work orders

1.3.12

No more than two instances exceeding timeframe specified within PWS.

No more than one work-center records update error.

IAW 3.3

Comply with established procedures for completion of work orders

1.4.2

PWS timeframes

Priority – Zero instances exceeding PWS timeframes

Routine – No more than two instances exceeding PWS time frame

IAW 3.1.3

and 3.1.4

3.7 Service Delivery Summary (SDS).