RFP-19R0002_TechEx-1_PRS.xlsx
XLSX spreadsheet 23 KB Posted
- Attached to
- WCGS Services Federal contract opportunity
- Solicitation number
- H9240019R0002
- Issued by
- United States Special Operations Command
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Performance Objectives roll-up
| Documentation | Contacts / network | Client Contact |
| Contractor Monthly Summary Report | Local leadership engagement | Initial contract (new cases) |
| Recovery Care Plan | Enduring contact (based on frequency of contact) | |
| Provide reports that measure performance | ||
| Maintain the WCP-Tracker updated | ||
| Monday and Friday's Director report / battle book |
Documentation matrix Performance Objective / Elements Acceptable Quality Level Performance Standards Max Allowable Deviation (AQL) for Requirement Remedy
| RCC Documentation of RCP within the WCP Database | Case documentation in WCP Database is accurate and IAW format, procedures, and guidelines as established by the RCC SOP | Case documentation in WCP Database is accurate and IAW format, procedures, and guidelines as established by the RCC SOP | Accuracy: No more than 15% of cases reviewed have more than 3 discrepancies | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. |
| Recovery Care Coordinator Initial Contact | Initial contact is made with RSM within 1 business day upon assignment of case IAW RCC SOP | Initial contact is made with RSM within 1 business day upon assignment of case IAW RCC SOP | Timeliness: No more than 15% of cases exceed the 1 business day initial contact time requirement. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. |
| Recovery Care Coordinator Frequency of Contact | Frequency of contact is made within parameters of case frequency assignment | Frequency of contact is made within parameters of case frequency assignment | Timeliness: No more than 15% of cases exceed their respective frequency of contact requirement. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. |
| Quality of Recovery Care Coordination provided to Case | Part 1. No more than 3 substantiated complaints per Period of Performance | Part 1. No more than 3 substantiated complaints per Period of Performance | Effective: No more than 3 substantiated complaints per POP. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. |
| Part 2. Active Case review passes the Case Competency Assessment | Part 2. Active Case review passes the Case Competency Assessment | Accuracy: No less than 80% score on case competency assessment. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. | |
| Part 3. Pass SAV inspection | Part 3. Pass SAV inspection | Accuracy: No less than 90% upon inspection. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. |
| Part 4. Receive average rating of 80% on Satisfaction Survey | Part 4. Receive average rating of 80% on Satisfaction Survey | Effective: No less than 80% on satisfaction survey. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. | |
| Benevolence response rate to support request | Response within 2 business days of initial email request | Response within 2 business days of initial email request | Timeliness: No more than 15% of cases exceed the 2 business day response requirement. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. |
| Benevolence Documentation | Part 1. Success on accuracy of data input into BSS NIPR board | Part 1. Success on accuracy of data input into BSS NIPR board | Accuracy: No more than 4 discrepancies/errors per quarter. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. |
| Part 2. Success in meeting time requirements for BSS data input into WCP Database | Part 2. Success in meeting time requirements for BSS data input into WCP Database | Timeliness: Information is entered into the WCP Database does not exceed 3 business days for 90% of cases. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. | |
| Part 3. Success on complete and accurate Data input into WCP Database | Part 3. Success on complete and accurate Data input into WCP Database | Accuracy: No more than 4 discrepancies/errors per quarter. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. | |
| Career Transition Initial Contact | CT initial contact with RSM made within 5 business days of reception of Transition Assistance Request (TAR) | CT initial contact with RSM made within 5 business days of reception of TAR | Timeliness: No more than 15% of cases exceed the 5 business day initial contact time requirement. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. |
| Career Transition Documentation | CT documentation in WCP Database is accurate and IAW format, procedures, and guidelines as established by the CT SOP | CT documentation in WCP Database is accurate and IAW format, procedures, and guidelines as established by the CT SOP | Accuracy: No more than 4 discrepancies/errors per quarter. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. |
| Quality of Career Transition Assistance | Receive average rating of 80% on CT Satisfaction Survey | Receive average rating of 80% on CT Satisfaction Survey | Effective: No less than 80% on satisfaction survey. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. |
| Career Transition Satisfaction Survey Delivery | CT satisfaction survey sent to RSM within 30 days post Service separation | CT satisfaction survey sent to RSM within 30 days post Service separation | Timeliness: No more than 10% of cases exceed the 30 day post-service separation time requirement for survey delivery. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. |
| MAS Participant Recruitment | Part 1. Recruit to fill allocated slots (recruitment goal) for MAS events | Part 1. Recruit to fill allocated slots (recruitment goal) for MAS events | Effectiveness: No more than 15% deviation from identified recruitment goal for each event. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. |
| Part 2. Recruit new participants | Part 2. Recruit new participants | Effectiveness: No less than 5% of recruitment goal contains new participants. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. | |
| MAS Documentation | MAS documentation in WCP Database is accurate and IAW format, procedures, and guidelines as established by the MAS SOP | MAS documentation in WCP Database is accurate and IAW format, procedures, and guidelines as established by the MAS SOP | Accuracy: No more than 4 discrepancies/errors per quarter. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. |
| MAS Product Timelines | Part 1. Given 150 days notification of event dates, CONOP product delivered NLT 120 days pre-event | Part 1. Given 150 days notification of event dates, CONOP product delivered NLT 120 days pre-event | Timeliness: CONOP delivered NLT 120 days pre-event. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. |
| Part 2. Given 150 days notification of event dates, OPORD delivered NLT 60 days pre-event | Part 2. Given 150 days notification of event dates, OPORD delivered NLT 60 days pre-event | Timeliness: OPORD delivered NLT 60 days pre-event. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. | |
| Part 3. AAR delivered within 10 business days post event | Part 3. AAR delivered within 10 business days post event | Timeliness: AAR delivered NLT 10 business days post-event. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. | |
| MAS Event Satisfaction Survey Delivery | MAS satisfaction survey sent to RSM within 10 business days post event | MAS satisfaction survey sent to RSM within 10 business days post event | Timeliness: No more than 10% of cases exceed the 10 business day post-event time requirement for survey delivery. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. |
| MAS Initial Contact | MAS initial contact with RSM made within 5 business days of referral by RCC to MAS | MAS initial contact with RSM made within 5 business days of referral by RCC to MAS | Timeliness: No more than 15% of cases exceed the 5 business day initial contact time requirement. | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. |
| Management of Personnel/Issues: |
Contractor manages to the requirements with a focus on performance/deliverables; For example:
• Managed internal resources to ensure overall task requirements/deliverables were met at a quality level rather than a focus towards executed hours per direct support employee?
• Was the appointed task leader trained and effective in managing all contractor support personnel across the entire task as outlined within the PWS?
• Did the contractor manage all personnel to ensure all requirements were met; i.e. redirecting resources across tasks; cross training when applicable; ensuring no loss to requirements during absences or vacancies with coordination only with the Requiring Activities for awareness and successful management of related tasks?
• Were off-site personnel effectively utilized?
• How well did the Contractor select, retain, manage, and ensure continuous training of employees, and replace, when necessary, task order personnel throughout the task order period of performance as required? For example:
• How well did the Contractor match the qualifications of any key or Task Lead positions, as described in the task order, with the person who filled the key position?
• Did the Contractor support and train Task Leads/Action Officers so they were able to work effectively?
• Was the contractor aware of any performance related issues and were the appropriate actions taken to ensure quick resolution?
• Were the contractors’ internal business practices/processes /plans successful in hiring and then retaining all qualified support personnel?
• Did the contractor provide professional development? Contractor receives no more than 1 formal customer complaints per year
No more than 1 personnel related changes due to ineffective performance or inappropriate qualifications.
Contractor successfully manages personnel to meet all requirements defined in the PWS, regardless of absences or vacancies, 100% of the time.
Contractor successfully resolves any customer complaint within 2 business days of receipt or less.
Contractors' monthly report is submitted within 15th calendar day of the month, is error free, and is accurate. No more than 2 late monthly reports is submitted Contractor provides fully qualified personnel and ensures fully qualified personnel Contractor receives no more than 1 formal customer complaints per year.
No more than 1 personnel related changes due to ineffective performance or inappropriate qualifications.
Contractor successfully manages personnel to meet all requirements defined in the PWS, regardless of absences or vacancies, 100% of the time.
Contractor successfully resolves any customer complaint within 2 business days of receipt or less.
| Contractors' monthly report is submitted within 15th calendar day of the month, is error free, and is accurate. No more than 2 late monthly reports is submitted | Retraining or Replacement of under performing contractors such that contractors are performing at acceptable levels |
| All proposed transition and recruitment plans were realized |
• 100% of incumbent employees and 100% of all key personnel and critical positions are hired and ready to begin performance on 01 December 2019
• Maintain 100% of all key personnel and critical position and 100% fill rate of personnel throughout each TO period of performance Vacancies* are filled within X working days of personnel departures when notice is not given Vacancies* are filled within 45 days All proposed transition and recruitment plans were realized
• 90% of incumbent employees and 100% of all key personnel and critical positions are hired and ready to begin performance on 01 December 2019
• Maintain 100% of all key personnel and critical position and 90% fill rate of personnel throughout each TO period of performance
Vacancies are filled within 45 days when notice is not given and 30 days when at least a two week notice is given
| Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. | ||||
| Vacancies* are filled within X working days of personnel departures when at least two-week notice is given | Vacancies* are filled within 30 days | |||
| During periods of absences/vacancies gap analysis and contingency plans ensures compliance with DoDI 1300.24 | Must be in compliance with DoDI 1300.24 | Must be in compliance with DoDI 1300.24 | No deviations from DoDI 1300.24 caseload ratio | Contractor shall provide a Corrective Action Plan (CAP) to the KO and COR. |
| *Vacancies, for the purpose of this SDS, include when personnel depart the task order. |
| Offerors shall propose a performance standard that will be evaluated as part of the Staffing and Retention Approach for the Transition Management and Mission Continuity. The AQL or maximum timeline is 45 and 30 days, as noted in the AQLs above. |
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