FINAL - PWS.docx

Performance Work Statement Defense Manpower Data Center (DMDC) Support Office (DSO) Contact Center Support

1.0 INTRODUCTION

The Defense Manpower Data Center (DMDC) Support Office assists Service members, their family members, other eligible beneficiaries, Department of Defense (DoD) and other Government organizations when there is a problem with their personal, personnel or benefits and entitlement data in the Defense Enrollment Eligibility Reporting System (DEERS). DEERS must contain current and accurate data in order for beneficiaries to enroll and utilize TRICARE programs, access websites and obtain Military Identification Cards such as the Common Access Cards (CAC). The DMDC Support Office (DSO) assists with correcting information in the DEERS database so beneficiaries are able to utilize the benefits they are entitled to under Public Law.

2.0 BACKGROUND

2.1. The DMDC is part of the DoD Field Activity called the Defense Human Resources Activity (DHRA), which supports major programs and initiatives within the DoD. DMDC maintains the central and authoritative store of personnel, manpower, training, and security data for the DoD. DMDC programs improve the effectiveness, efficiency, and productivity of personnel operations throughout DoD.

2.2 DEERS is the single, central, DoD enterprise-wide person repository. It serves as a flagship for identity management and authentication services promoting the Presidential initiatives for e-Government and Homeland Security. The Personnel Identity Protection Program (PIP) is the Department’s proactive approach, using DEERS and the DEERS infrastructure, to protect the identities of our members, employees and families while securing access to government assets through strong identity authentication.

2.3 The DEERS, CAC and the Real-time Automated Personnel Identification System (RAPIDS) programs are interdependent and interrelated: DEERS is the (DoD) person data repository, CAC accesses the DEERS database for authentication and personnel information, and RAPIDS is the legacy system through which DEERS data is updated and military ID cards are issued, both CACs and Identification cards for Retirees and Family Members. These programs build on existing infrastructure and system components and maximize the Department’s return on investment.

2.3.1. DEERS contains over 37 million records including the records of all Active, Retired, and Reserve military personnel, all DoD Civil Service personnel, all eligible family members of Active, Retired, Reserve personnel, and all DoD Contractors requiring logical access to DoD facilities and military installations.

2.3.2. DEERS provides Benefit Authorization for DoD services such as: Medical, Education, Other Entitlements, DoD ID Card Application – (RAPIDS, Smart Card, Personnel Identity Protection (DoDI 1000.25)) - Net-centric Identity Management, Government Benefits Fraud and Abuse Reduction, Force & Health Protection, and Medical Readiness.

2.4 The DMDC Support Office (DSO) has been in operation for over 30 years and is a critical element of the DMDC. The DSO is the contact center for service members, their family members, other eligible beneficiaries and many other government organizations, such as the Veteran’s Administration when there is a problem with their personal, personnel or benefits and entitlement data in the DEERS database. Incorrect data in DEERS can have dire consequences. For example, service providers may deny medical treatment, retail pharmacies may refuse to fill prescriptions, and DoD credentials/ID cards may be denied to authorized personnel. To accurately assist and resolve incoming beneficiary inquiries, DSO staff must continuously be up-to-date on the latest legislation, the impact that it may have on DoD benefits, and the latest changes to applications that support those changes. Additionally, the DSO is required to update the DEERS data and subsequently mail correspondence to beneficiaries who are impacted by the legislative changes.

2.5 DSO Contact Center Support includes providing all necessary resources to fully support and respond to the Beneficiary and Field Support telephone inquiries and/or emails. In addition, intermittent written correspondence may be received by the DSO Contact Center Support Staff, which requires translation. On very infrequent occasions, support staff may be required to interact with walk-in customers that do not speak English.

2.6 Contact Center representatives are required to be knowledgeable of DoD benefits, and interdependent information. The overarching goal of the DSO is to provide solutions for our customers - not just answer the email, phone or inquiry. Therefore, the contact center is not a scripted contact center; rather contractor personnel are required to stay current with legislative requirements and train the appropriate customer representatives. The contractor must be proactive in training the customer center representatives on current and new DoD benefits so that when the new legislation is enacted the DSO is ready to respond. Currently, inquiries are routed to the appropriate Customer Service Representative (CSR) based on their skill level. A CSR may have multiple skills. DSO personnel must maintain a currency of knowledge on a wide range of issues in terms of legislation, policy and technology. For example, the nature of inquires coming into DSO requires that DSO personnel be aware of current and historical healthcare and DoD policies and legislative topics that can affect services delivered by DSO. Example topics include congressional legislation, TRICARE policy and TRICARE policy changes, Medicare policy changes and other applicable health care related policy developments. Given the dynamic nature of these policy changes, and the unique needs of beneficiaries, DAO personnel cannot rely on scripts to respond or canned FAQs to understand the inquiries posed by beneficiaries contacting DSO.

3.0 SCOPE

The contractor shall provide all personnel management and supplies necessary to perform the support services as detailed in this PWS to include DSO Contact Center, Beneficiary, Field Operator Help Desk, DSO Case Analysis and Support, Back Office support and limited ancillary support services. The help desk and back office provides support to DoD Beneficiaries, RAPIDS sites and other government organizations. The ancillary support functions include supporting the DMDC mailroom, the DMDC enterprise telephone infrastructure and supporting the security office with physical access to the DoD Center Monterey Bay, to control walk-in as well as assist as necessary in entrance badge controls.

4.0 REQUIREMENTS The Contractor shall:

4.1 Provide DSO Contact Support

4.1.1 Operate the DSO Contact Center Support in accordance with the performance standards specified in the Performance Requirements Summary (Appendix A). Provide the results of the previous month’s performance measurements using the Monthly Measurements Report shell (Appendix BG).

4.1.2 Staff the DSO to receive, process, research, update, and respond to questions, concerns, data discrepancies, and issues received by telephone, fax, mail, e-mail, Internet, or in person. All contacts and interactions must be entered and tracked in the DMDC Service Desk Application. To maintain the DEERS data, the Contractor will provide on-site personnel to provide contact center services and ancillary support functions at the DMDC facility in Seaside, California at DoD Center (DoDC) – Monterey Bay, California.

4.1.3 Create, document, and maintain all task processes related Standard Operating Procedures (SOP). All SOPs must be delivered within one month of contract award and five business days after updates finalized. Electronic versions of the SOPs must be accessible by the Government.

4.1.3.1 Implement an escalation process to handle special cases/calls, disgruntled or irate customers. The procedure will include a process to communicate both positive and negative performance to DMDC, as well as any corrective actions to prevent impacts in workload or to the beneficiaries.

4.1.4 Adhere to DMDC’s process for handling contacts who may threaten harm to themselves, others, or the Department of Defense as indicated in Appendix CB.

4.1.5 Collect customer satisfaction survey and quality control metrics. Monthly, submit the results of the survey metrics for the previous month to the COR. Each report shall address information for the previous month (i.e. February reports shall address January information).

4.1.6 Provide DMDC with all releasable information for review prior to it being released.

4.1.7 Perform Trend analysis on all contacts, calls and cases handled by the DSO. Prepare and submit a monthly Trend Analysis report to the COR using the template at Appendix DH. Each report shall address the analysis for the previous month (i.e. February report shall address January trend analysis).

4.2 Provide Beneficiary Support

4.2.1 Support the Beneficiary Line.

4.2.1.1. This line provides beneficiaries with assistance on information that is contained on their DEERS record. Examples of inquiries include eligibility for DoD benefits, changes in family status such as marriage, divorce, birth, address changes, and requests for Certificates of Creditable Coverage (CoCC).

4.2.1.2. The current hours of operation for the Beneficiary Line is 5:00 a.m. to 5:00 p.m., Pacific Time, Monday through Friday. The line is closed on all Federal Holidays. For a more detailed listing of workload, data see Appendix EC.

4.2.2 Respond to each inquiry, analyze the question(s) presented, conduct necessary research when appropriate, and respond with accurate information. Resolution may include working with other Government agencies as well as verifying, updating and/or correcting the information contained in the DEERS database, so that all data are accurate.

4.2.3. Input data into the DMDC Service Desk ticketing application, assign the correct category code(s), update the information on the DEERS database, and generate a letter when applicable.

4.3 Provide Field Operator Help Desk Support

4.3.1. Support the Field Operator Help Desk.

4.3.1.1. Whether a phone inquiry or an email or other inquiry mode, the Field Operator Help Desk assists the non-beneficiary population including Verifying Officials (VOs), Project Officers, TRICARE Service Centers, and other DoD and Federal agencies involved in the exchange of information and data with their databases associated with DEERS.

4.3.1.2. The purpose of the Field Operator Help Desk is to provide DEERS data correction support. An example of an inquiry would be a Verifying Official at the military base identification (ID) card issuing facility who is unable to issue an ID card because there is overlapping data in DEERS.

4.3.1.3. Resolution may include working with other Government agencies as well as verifying, updating and/or correcting the information contained in the DEERS database, so that all data are accurate.

4.3.1.4. The current hours of operation for the Field Operator Help Desk are 6:00 a.m. to 4:00 p.m., Pacific Time, Monday through Friday. The Help Desk is closed on all Federal Holidays. Please see Appendix EC for historical call volume and for historical information of call by subject type.

4.4 Provide DSO Case Analysis and Support

4.4.1. Provide DSO Case Analysis support.

4.4.1.1. Cases are generated when inquiries are received by fax, mail, e-mail, Internet, in person, the DMDC Enterprise Portal milConnect, or when additional research is required.

4.4.1.2. The current hours of operation for DSO Case Analysis are 7:00 a.m. to 4:00 p.m., Pacific Time, Monday through Friday, except for all Federal Holidays. For case analysis historical volumes, see Appendix EC.

4.4.2 Indicate the time and date the inquiry is received at DMDC and the date and time of completion. Date and time shall be recorded through mechanical means (e.g., a date/time stamp). Completion occurs when the response is transmitted, which includes Quality Control and updating the information in the DMDC Service Desk.

4.4.3 Provide a process to combine multiple open cases for a customer into one, a so that all of the customer’s concerns/questions are answered in one response.

4.4.4 Perform quality control on letter files samples provided by the DEERS Division, to ensure the letters will be sent to the correct recipients.

4.4.5 Proactively manage, monitor and track casework that is referred out of DSO for coordination/correction.

4.4.6 Provide investigative research support to DMDC on fraud & abuse cases. . The agencies can be DoD or other Government agencies. A security clearance to the SECRET level as specified in DoDI 5200.2-R will be required for individuals who assist with investigative support.

4.4.7 Cases are categorized by priority levels (see descriptions below). Priority levels for new issues will be determined by the ES Division Director and designated Branch Chiefs.

4.4.71. Priority 1 - also referred to as Expedites or Category 1 DSO Web Request (DWR) cases are emergency or urgent cases or calls where the customer has indicated that they have an emergency (medical or urgent need-by date) and require immediate assistance. This category of casework must be completed within 2 business days.

4.4.7.2. Priority 2 - also referred to as Priority or DWR 1 and DWR 2 cases are inquiries that are received from the TRICARE Management Activity (TMA), Service Project Officers and other high-level Government agencies. This category of casework must be completed within 5-10 business days.

4.4.7.3. Priority 3 - also referred to as General mail cases are inquiries from beneficiaries, VOs, and others. Examples of general correspondence include inquiries about TRICARE claims, confirmation of eligibility, Certificate of Credible Coverage (CoCC), TRICARE enrollment corrections, return mail, address change requests and inquiries regarding Medicare. This category of casework must be completed within 3-4 weeks.

4.4.7.4. Priority 4 - also referred to as Customer Care cases are inquiries from beneficiaries who have indicated that they have had difficulty resolving their problem after contacting many agencies. These cases may require the analyst to contact many external agencies either with the beneficiary or on behalf of the beneficiary to assist in resolving their problem. This category of casework must be completed within 10 business days.

4.4.7.5. Additional service levels requirements are described in Appendix A.

4.5 Perform Mail Processing

4.5.1 Conduct special mailings and shall assist in the processing of all incoming and outgoing mail to/from the DMDC Mailroom and the Centralized Issuance Facility Mailroom. This includes USPS mail, FedEx, UPS, Airborne, and any other couriers. This effort will include providing customer service to DMDC employees and other DoD Center tenants, performing clerical duties following established procedures, sorting and distributing mail following the established DMDC mailroom policies, processes and procedures.

4.5.1.1 The period of performance for performing this task is February 1, 2012 through March 31, 2012.

4.5.2 Process the DSO returned/undeliverable mail and update the database records as appropriate.

4.5.3 Scan incoming documents to the DSO and associate them to the personnel identifier indicated on the document.

4.5.4 Track incoming, outgoing and returned mail correspondence and report monthly volumes (see Appendix BG). Monthly report shall address prior month information (i.e. February report shall address January volumes).

4.6 Provide DSO Ancillary Support

4.6.1 Provide Scanning Support

4.6.1.1. Scan all documentation received in the DSO Mailroom and ensure that it is appended appropriately to the senders DEERS record.

4.6.1.2. Provide monthly metrics on document scanning activities.

4.6.2 Provide Facility Access Control for DoDC Monterey Bay

4.6.2.1. Issue official Department of Defense Identification Cards to eligible DoD personnel prior to their gaining entrance to DoDC-MB facilities. This task may include supporting the government personnel tasked with implementing the physical security plan for the DoDC-MB and serve as Verifying Official and Local Registration Authority (VO/LRA).

4.6.2.1.1. Act as a Liaison between the Federal Police, Defense Language Institute, Navy Personnel Support Detachment, and the Defense Finance and Accounting Office in the absence of the Lead Security Officer.

4.6.2.1.2. Enter new records and assist in maintaining the DMDC Employee Database, maintain key assignments for occupants of the DoDC, and regulate building access privileges.

4.6.2.1.3. Submit monthly report to the Contracting Officer’s Representative (COR) that outlines the tasks that were performed by week (e.g., number of incident reports, summary of incidents, etc.). Reports shall address the information from the previous month (i.e. the February report shall address January tasks).

4.6.2.1.4. Personnel fulfilling this role shall be a U.S. citizen, and must pass and keep current the VO/LRA certification requirements.

4.6.2.1.5. The period of performance for performing this task is February 1, 2012 through March 31, 2012.

4.6.3 Perform Ancillary support functions to include personnel capable of maintaining the DMDC enterprise contact center infrastructure which includes internet connectivity, the telephone switch, phone lines and related equipment of the contact center.

4.7 Provide Telecommunications Equipment Maintenance

4.7.1. On-site telecommunications support is required at the DoDC Monterey Bay. The support includes, telephone and data lines, interactive voice recognition (IVR), Audix voicemail system, phones, Private Branch Exchange (PBX) and ancillary systems.

4.7.2 Provide support of ancillary systems, which are comprised of the following activities: performing diagnostics for malfunctions, repair and assisting with the planning, installation, implementation, upgrade, relocation, and/or removal of the systems.

4.7.2.1. Act as the technical liaison between: 1) the Government telecommunications manager, 2) other divisions, and 3) other telecommunications support contractors for work within the scope of those maintenance agreements.

4.7.3 Submit a monthly Telecommunications report to the COR that outlines the tasks that were performed by week (e.g., number of trouble calls received, number of active lines, number of active Audix accounts, etc.). (See Appendix A).

4.7.4. Make available two (2) pre-established 800 numbers, and at least 10 telephone lines with local and long distance capabilities, to accommodate legislative changes

4.7.5. Provide support for this task on call 24 hours a day, 7 days a week. Examples of after-hour work are performing required back-ups, assisting with upgrades to the telephone switch, assisting with upgrades to other applications that are connected to the switch, and responding to alarms that indicate a potential problem.

4.8 Provide Program Management

4.8.1 Provide one full-time on-site Program Manager who shall be responsible for overall performance of this contract. Full-time is defined as 0800 – 1700 PT on workdays. Workdays do not include federal holidays as defined in this contract.

4.8.2 Provide a staffing plan as part of their proposal.

4.9. Provide Transition of Contract Services.

4.9.1. Submit a plan for transition of services to the COR. This plan shall address how the contractor will successfully transition services to the follow on contract should the successor be other than the incumbent. This plan shall address how the contractor will:

4.9.1.1. Ensure a smooth phase-in and phase-out of the Contractors to provide for seamless continuation of all services without disruption or decrease in service quality or in support to DMDC beneficiaries and customers.

4.9.1.2. Work with the successor and Government personnel to ensure that there will be no service degradation during and after the transition period (the 90 days prior to date of contract expiration).

4.9.2 . During the transition period:

4.9.2.1 Continue to provide and be responsible for all services until the date of contract expiration.

4.9.2.2 Make a available to the incoming successor contractor personnel, a representative that is well versed in the operation and the functions to be performed.

4.9.3 Inventories of DMDC supplied material shall be conducted jointly with the COR or designated government representative and incumbent Contractor. Within 30 days of the contract termination/expiration date, the Contractor and COR shall conduct a final inventory of all remaining product in the Contractor’s inventory. Any discrepancies identified during these inventories shall be noted in writing to the COR for resolution. The Contractor shall prepare, certify, and submit a detailed final inventory report to the COR before making shipment of the inventoried items to the new Contractor.

4.10. Attend Senior Management Review (SMR) Meetings.

4.10.1 Attend monthly SMR meetings to review contract performance and discuss issues. These meetings are generally scheduled the last week of the month and cover performance for the previous month.

4.10.2. Prior to each meeting, provide an advance written SMR summary to the COR in accordance with the format specified by the government (see an example at Appendix FD, Senior Management Review Format). This format may be modified by the government.

4.10.3. Submit monthly SMR meeting minutes to the COR.

5.0 DELIVERABLES

Data deliverables shall be capable of being imported into MS Word, MS Excel, MS Visio, or MS Access. These documents shall be available on various electronic media, if requested by the Government. The Contractor's correspondence in digitized format and the Contractor’s software shall be capable of producing high quality copies and graphics.

Monthly Reports:

6.0 OWNERSHIP OF WORK PRODUCT

The Government shall own all work product produced by the Contractor for the Government while performing work required under this effort.

7.0 TRAVEL REQUIREMENTS

7.1. Actual expenses billed shall be in accordance with Government Travel Regulations. All travel shall be pre-approved by the Government COR. Travel request and authorization shall be implemented expeditiously to receive the best possible fares and rates. The type of travel required may be to attend conferences, retiree fairs, or Joint Uniformed Services Personnel Advisor Committee’s.

7.2. Contractor costs for Government authorized travel are included in this contract. All travel shall be in accordance with FAR 31.205-46 and applicable travel regulations (Joint, Federal or Standardized). Contractor payment claims shall include applicable documentation to support actual costs incurred (e.g. airfare and hotel/lodging receipts) as well as any receipts valued at or above $75.00. Failure to provide appropriate documentation may result in loss of reimbursement of travel expenses.

8.0 SECURITY

8.1. Security Classification

8.1.1. The contractor shall perform offsite work with Personally Identifiable Information (PII) only on systems that meet Department of Defense Information Assurance Certification and Accreditation Process (DIACAP) requirements and will be updated on an on-going basis to continue to meet DIACAP requirements. Systems must have and maintain an Authority to Operate (ATO) or if acceptable to the government, an Interim Authority to Operate (IATO).

8.1.2 All Contractor personnel with access to or responsibility for nonpublic Government data under this contract, shall comply with DoD Directive 8500.1 Information Assurance (IA), DoD Instruction 8500.2 Information Assurance (IA) Implementation, DoD Directive 5400.11 DoD Privacy Program, DoD 6025.18-R DoD Health Information Privacy Regulation, DoD 5200.2-R Personnel Security Program, and Homeland Security Presidential Directive (HSPD) 12.

8.1.3. Establish appropriate administrative, technical, and physical safeguards to protect any and all nonpublic Government data to ensure the confidentiality, integrity, and availability of government data.

8.1.4 Contractor systems and information networks that receive, transmit, store, or process nonpublic government data must be accredited according to DoD I 8510.01 DoD Information Assurance Certification and Accreditation Process (DIACAP) and comply with annual Federal Information Security Management Act (FISMA) security control testing. All systems subject to DIACAP must present evidence of Certification and Accreditation (C&A) testing in the form System Identification Profile (SIP), DIACAP Implementation Plan (DIP), DIACAP Scorecard and Plan of Action and Milestones (POA&M). Evidence of FISMA compliance must be presented in the form of a POA&M. The Contractor will be responsible for the cost of IA C&A and FISMA testing required for any Contractor owned and operated network, facility and/or application processing DoD information.

8.1.5 Contractor personnel with access to or responsibility for nonpublic Government data under this contract must comply with HSPD-12 Personal Identity Verification (PIV) issuance requirements, known as the Common Access Card (CAC) for DMDC and must:

8.1.5.1 Be CAC or PIV ready prior to reporting for work. At minimum all Contractor personnel must obtain/maintain a favorable FBI National Criminal History Check (fingerprint check), two forms of identity proofed identification (I-9 document), and submit a National Agency Check and Law Credit (NACLAC) vetting package for processing. Obtaining CAC or PIV ready status is the responsibility of the contracting agency. It is the responsibility of the contracting agency to notify DMDC when this is complete.

8.1.5.2 Be citizens of the United States.

8.1.5.3 Maintain favorable FBI National Criminal History checks and ensure completion and successful adjudication of a NACLAC as required for Federal employment.

8.1.6 If at any time, any Contractor person requiring a CAC is unable to obtain/maintain an adjudicated NACLAC, the Contractor shall immediately notify the DMDC Information Systems Security Group (DISSG) remove such person from work under this contract.

8.1.7 The contractor shall immediately report discovery of any Privacy breach to the DMDC CIO / Privacy Office and secondly to the COR.

8.2 Protection of Personally Identifiable Information (PII)

8.2.1 To the extent that the work under this contract requires the contractor to have access to personally identifiable information about an individual (hereinafter referred to as “PII”), the contractor shall after receipt thereof, treat such PII as confidential and safeguard such information from unauthorized use and disclosure. The contractor agrees not to appropriate such PII for its own use or to disclose such information to third parties unless specifically authorized by the Government, in writing.

8.2.2 The contractor shall allow access only to those employees who need the PII to perform services under this contract and shall ensure that PII is used solely for the purpose of performing services under this contract. The contractor shall ensure that its employees will not discuss, divulge or disclose any such PII to any person or entity except those persons within the contractor’s organization directly concerned with the performance of the contract.

8.2.3 The Contractor shall administer a monitoring process to ensure compliance. Any discrepancies or issues should be discussed immediately with the Contracting Officer Representative (COR) and corrective actions will be implemented immediately.

8.2.4 The contractor shall report immediately to the DMDC CIO / Privacy Office and secondly to the COR discovery of any Privacy breach. Protected PII is an individual’s first name or first initial and last name in combination with any one or more of the following data elements including, but not limited to: social security number; biometrics; date and place of birth; mother’s maiden name; criminal, medical and financial records; educational transcripts, etc.

8.2.5 The Contractor shall include this section in all appropriate subcontracts.

8.2.6 Applicable Documents

8.2.7 DoD Directive 5400.11, May 8, 2007. Subject: DoD Privacy Program.

8.2.8 DoD Regulation 5400.11-R, May 14, 2007. Subject: Department of Defense Privacy Program.

8.3 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.

8.4 Government Facility Access

Upon contract start, the contractor shall request and obtain Common Access Cards (CAC) and badges required for personnel access to work locations. The Contracting Officer’s Representative (COR) shall notify the contractor of any increased security requirements, if they occur, and the contractor shall submit adequate clearance packages within 10 calendar days of identification of increased security requirements.

9.0 GOVERNMENT FURNISHED PROPERTY/EQUIPMENT

For Government Furnished Equipment (GFE), please refer to Appendix GE. An initial inventory will be provided to the Contractor by the Government upon initial GFE delivery to the Contractor. The Contractor shall verify the accuracy of the Government’s property inventory. The Government property shall be used only for performing this contract, unless otherwise provided in this contract or approved by the Government.

10.0 QUALITY CONTROL

The contractor shall implement and maintain a Quality Control Plan (QCP) to ensure work performed conforms to the scope of work and meets the requirements under this PWS. The QCP shall, at a minimum provide a method for performing inspections; identifying, correcting and preventing problems/defective service; addressing customer complaints, and improving the quality of services over the life of the contract. The final QCP shall be delivered 30 days after contract award. If updates to the QCP are required, changes to the QCP shall be delivered by the fifth (5th) business day after the updates are identified.

11.0 QUALITY ASSURANCE

11.1 The Government reserves the right to perform inspections and surveillance to evaluate the Contractor’s compliance to the contract terms and performance of the requirements in the PWS. The Government will make every effort to ensure that the surveillance methods described below are conducted in an objective, fair, and consistent manner.

11.2 Periodic Surveillance. This action occurs when the COR or other Government official observes a deficiency. Examples include evidence from accidents, incidents, or delays. Regardless of where in the line-of-duty the COR observes contractual procedures not being followed, he/she has an obligation to document and report the deficiency to the Contracting Officer.

11.3 Customer Complaint Surveillance. This action is instituted when the COR receives a complaint from a stakeholder (stakeholders include but are not limited to all DoD Beneficiary, Veteran, DoD Employee, Military Service Repository Owners, Tricare Management Activity) regarding contractor service. The COR will obtain the complaint in writing and then conduct an investigation to determine its validity. If the complaint is deemed valid, the COR will immediately notify the contracting Officer for action. The COR will notify both the Contract Manager and the complainant of the Government’s response to their complaint.

11.4 100% Inspection. This action will be performed on all deliverables as stated in the PWS. Deliverables are reviewed and measured using the “Deliverable Evaluation Checklist” found in Appendix HF. The results of these reviews shall be discussed at the monthly Senior Management Review. The Acceptable Quality Levels for performance are shown in the table below:

on time and complete 95% on time and complete

12.0 PERFORMANCE REQUIREMENT

12.1 Contract Discrepancy Report (CDR). In the event of unsatisfactory contractor performance, the COR or CO will issue a CDR that will explain the circumstances and findings concerning the incomplete or unsatisfactory service. The contractor shall acknowledge receipt of the CDR and respond in writing as to how he/she shall correct the unacceptable performance and avoid a recurrence. The Government will review the contractor's corrective action response to determine acceptability and will use any completed CDR as part of an overall evaluation of Contractor performance when determining present or future contractual actions.

12.2 The table in Appendix A identifies the Critical Performance Elements and the respective Performance Standards and Acceptable Quality Levels (AQLs) which the Government will use to determine contractor performance.