HQ0423-16-T-0022_PWS_CART_Services.pdf

PWS Page 1 of 12

Performance Work Statement (PWS)

Communication Access Realtime Translation (CART) Services DFAS-Cleveland

Background: The mission of the Defense Finance and Accounting Services (DFAS) is to lead the Department of Defense (DoD) in finance and accounting by ensuring the delivery of efficient, exceptional quality pay and financial information. Provide responsive, professional finance and accounting services for the people who defend America. DFAS provides accounting and reporting services for all levels of DOD for appropriated, non-appropriated, revolving, trust funds and working capital, paying military members, civilian employees, military retirees and annuitants, collecting and disbursing DoD funds, including contract, vendor, security assistance, transportation and travel payments, manage the DoD travel card program, and provide advice and recommendations to the Under Secretary of Defense on finance and accounting matters.

It is the policy of DFAS, a federal agency, to provide equal employment opportunities for its employees, former employees, as well as applicants for employment with DFAS. DFAS' policies and practices are in full compliance with the laws and regulations governing equal employment opportunity.

Due to the increase in the demand for and the lack of the resources necessary for effective, timely Live Captioning services for the D/deaf and Hard of Hearing employees, DFAS has determined that contractor-provided services for this requirement are in the best interest of the

Government.

A GENERAL CONDITIONS AND REQUIREMENTS

A.1 Description of Work

A.1.1. The purpose of this contract is to obtain onsite Communication Access Realtime

Translation or Captioning services (hereinafter referred to as CART) for various meetings, training, etc for the deaf and hard of hearing employees (hereinafter referred to as deaf) on an as needed basis at Defense Finance and Accounting Service (DFAS) in Cleveland, OH to include written transcription consecutively from:

On-site CART Services requiring stenotype machines, laptop, and applicable software

Remote CART Services requiring DFAS approved secure link for Text Media

Streaming

The Contractor will provide CART writer(s) for each assignment(s). Such services are also referred to as Realtime captioning or live-event captioning which transcribes the audio portion or spoken word into readable English text using a stenotype machine, CART/Captioning software and a laptop. Captions appear on a computer monitor or other displays which provides a complete translation of all spoken words and environmental sounds for the benefit of an individual consumer or larger group in a variety of settings, anywhere communication access is needed.

PWS Page 2 of 12

The Contractor shall provide onsite and remote CART services with all necessary personnel and equipment (hereinafter referred to as writers) as requested on an as needed basis, which shall perform the work identified in this PWS.

For onsite requests contactor must supply the laptop, stenotype machine, and applicable

CART/Captioning software and all hardware for connecting the devices. Software must be able to adjust the size of the fonts to match the needs of employees with low vision.

For remote requests contractor must supply stenotype machine, applicable CART/Captioning software, and a DFAS approved secure link for the transmission of Text Media Streaming.

Compatibility with Windows 7 or later, and Internet Explorer version 8.0 or later. The secure link for Text Media Streaming must also be compatible with Android Operating Systems, Apple

Operating Systems, and BlackBerry Operating Systems for mobile devices.

The contractor will have no access to DFAS computers, programs, or systems.

A.1.2. A sample list of onsite and remote CART events is provided below. Certain situations require that the writer be onsite. This list is not inclusive and is subject to change dependent upon the requirements of DFAS-Cleveland:

Staff meetings, Safety talks, (Onsite required for some situations)

Discussions on work procedures, policies, or assignments, Quarterly performance discussions, (Onsite required for some situations)

Annual performance appraisals, Disciplinary discussions, Basic staff training, (Onsite required for some situations)

Classroom training, (Onsite)

All Hands meetings, (Onsite)

Teleconferences, and

Other ad hoc assignments similar in nature on an as-need basis.

A.2 General Operating Conditions

A.2.1 Place of Performance. The Contractor shall perform on site CART services for DFAS

Cleveland, CL throughout the facilities occupied by the Agency located at 1240 E. 9 th

St.

Cleveland, Oh 44119. Other Federal Facilities including but not limited to the Bratenahl Facility located in Bratenahl, Ohio. Remote CART services are to be provided for DFAS-CL employees while teleworking during Duty and Operating hours. (See A.2.4 for Duty and Operating hours)

For remote requests contractor must supply stenotype machine, applicable CART/Captioning software, and a DFAS approved secure link for the transmission of Text Media Streaming.

Compatibility with Windows 7 later, and Internet Explorer version 8.0 or later. Streaming Text

PWS Page 3 of 12

Media site must also be compatible with Android Operating Systems, Apple Operating Systems, and BlackBerry Operating Systems for mobile devices.

A.2.2 Period of Performance. This contract will be established for a one (1) year base period with two (2)- one (1) year option periods.

A.2.3 Closures

A.2.3.a Federal Holidays. No CART services will be required on federal holidays. The

Contractor will not bill the Government for service hours when the Government is closed due to

Federal holidays. Federal holidays generally observed include:

New Year’s Day Martin Luther King Day

Presidents Day Memorial Day

Independence Day Labor Day

Columbus Day Veterans Day

Thanksgiving Day Christmas Day

A.2.3.b Inclement Weather, Emergency or Unscheduled Closure and Early Release.

Writers will not report to an on-site assignment if the federal government is closed due to inclement weather, emergency or in the event of an unscheduled closure. No cancellation fee or charges shall be assessed. The contractor will not bill the government for service hours when the government is closed due to inclement weather or emergency. Delay and closure information will be announced on the radio and TV stations in addition the Contractor POC may call the number for Center wide information at (216) 902.6185. The COR will notify the Contractor

POC via telephone, SMS text message, and/or email in the event the building is closed. Writers are expected to report to remote assignments unless otherwise cancelled. (Reference Section

C.3.1 for cancellations.)

If the federal government releases employees early due to inclement weather, emergency, or in event of an unscheduled closure the contractor will only bill the government for the time of the services provided.

A.2.3.c Inclement Weather - Non-Closures. In the event of severe inclement weather or an emergency that does not result in closure, writers are responsible for calling the on-site POC provided on their assignment document or the COR to determine if the assignment is still scheduled. If services have been cancelled with less than 12 clock hours notice, the contractor may assess the cancellation fee established in C.3.1. (Reference C.2.2 for defined business hours.) If services are still required and the Contractor is not able to provide the service, the

Contractor will not bill the Government for service hours when required service is not provided.

Writers are expected to report to remote assignments unless otherwise cancelled. (Reference

Section C.3.1 for cancellations.)

A.2.4 Current Duty Hours and Access to the Host Installation.

PWS Page 4 of 12

The Contractor shall perform services required under this PWS during the operating hours of the

Government activity. Normal Duty and Operating hours for DFAS Cleveland are 0600 to 1800 hours; Monday through Friday except Federal Holidays.

Contractor writers must arrive no later than thirty (30) minutes prior to scheduled assignment to clear security for onsite assignments. Upon clearing security, Writer(s) must contact the COR or the Contracting Officer for assistance with accessing the facility, as required. The COR is responsible for ensuring that writer(s) are signed-in upon arrival, escorted to the event(s) where the service is needed, and ensuring the writer(s) is escorted to the check-out location, as necessary. The Contractor shall not bill the Agency for any of the time described in this paragraph.

Contractor writers must log onto DFAS approved secure link for Text Media Streaming website no later than ten (10) minutes prior to scheduled assignment for remote assignments. The COR is responsible for ensuring that writer(s) are connected for Remote CART assignments and all open connections are terminate, as necessary.

A.3 Qualifications and Equipment Requirements.

A.3.1 Qualifications. The Americans with Disabilities Act requires the provision of qualified

CART providers in a variety of settings. To satisfy this requirement, the Contractor shall provide writer(s) possessing the knowledge, skill and ability to produce complete, accurate, simultaneous translation and display of any live-event setting, utilizing computer-aided translation at speeds of 225+ words per minute with an accuracy of 95% or better. Proficiency will be evaluated based on the comments received from the hearing, deaf, and hard of hearing employees.

A.3.2 Equipment Requirements. As is the normal business practice, the writer(s) shall provide their own equipment (stenotype machine, real time software, link to Secure Text Media

Streaming website for remote assignments, and laptop) during assignment(s). DFAS-CL will supply a large screen monitor when applicable.

A.3.3 Culture and Language. Writers must have a familiarity with the culture and language of a DFAS Government installation or familiarity with Government finance and accounting operations. Knowledge of specific industry jargon and acronyms are essential to the quality of the services provided.

A.3.4 Professional Conduct. Writer(s) shall be dressed in business or business-casual attire when on-site. It is understood that the writer(s) shall not act as an agent or employee of the

Federal Government or DFAS. The writer(s) shall not discuss personal business, distribute personal business cards or promotion of personal “cause” while on assignment in order to develop clientele from assignments originating from the Federal Government or DFAS. The writer(s) shall adhere to the Federal Government’s rules of protocol, ethics, procedures and professionalism while on assignment at DFAS. Any professional conduct in question warrants an immediate review at the discretion of the COR and the Contracting Officer.

PWS Page 5 of 12

All parties involved agree that all information obtained while on assignment be kept strictly confidential and shall not be used or disclosed to others after completed assignment.

A.3.5 Licenses. The Contractor shall be responsible for obtaining all necessary licenses and for complying with all applicable Federal, State and local laws. The Contractor shall maintain updated copies of any applicable licenses and certifications for all Contractor personnel and subcontractors and make available to the Government upon request.

A.4 Security

A.4.1. All contractor personnel or any representative of the contractor entering any government facility or government leased facility shall abide by all security regulations and be subject to security checks. Contractor personnel or any representative and property shall be subject to search and seizure upon entering, while on, and upon leaving the government facility pursuant to installation regulations. Contractor personnel or representatives may be removed from the site whose continued presence or is deemed to adversely affect health, morale, welfare or good order and disciple on the installation or inconsistent with the best interest of national security.

A.4.2 Security and Privacy Act Requirements: All work-performed relative to the tasking identified in the PWS are unclassified or carry a Privacy Act Classification. System security shall be in accordance with DoD Directive 5200.28, Security Requirements for AIS.

A.4.3 Security Investigation Requirements: No classified work will be required. However, the contractor will be working with sensitive information which is covered by the Privacy Act.

B. DEFINITIONS AND ACRONYMS

B.1 DOD Dictionary.

B.1.1. The DoD Dictionary of Definitions and Terms is available on the Internet at:

http://jitc.fhu.disa.mil/jitc_dri/pdfs/jp1_02.pdf.

C. SPECIFIC TASKS

C.1 General: The Contractor shall provide CART services for meeting the requirements as specified in the PWS. At anytime assignments can be cancelled, additions made, type of assignment changed, and/or changes made to start and stop time. Contractor personnel and subcontractors provided should be able to easily be reassigned to another assignment if cancelled or current assignment concluded earlier than scheduled time and another need for services has been identified during the time scheduled. (Reference A.1.2 for types of interpretations assignments.)

http://jitc.fhu.disa.mil/jitc_dri/pdfs/jp1_02.pdf

PWS Page 6 of 12

The Contractor shall attend scheduled and unscheduled meetings with the COR and other government representatives to furnish input concerning the operation and management of the

CART Services program. Meetings may be scheduled by the Contractor, with notice to the

COR, to determine program requirements.

C.2 Scheduling Requirements.

C.2.1 Method of Requesting Services. The COR shall contact the Contractor POC primarily via e-mail, and secondarily via telephone or SMS Text Message, with requests for, changes to or cancellations of CART services. DFAS-CL Interpreting Office operating hours are 0700-1600

Monday through Friday except for Federal Holidays. These hours are for the purpose of sending and confirming requests. Requests may begin as early as 0600 and finish as late as 1800.

C.2.2 Request Notification Time Schedule:

The Contractor must be able to provide CART services for requests received at least twenty-four

(24) clock hours in advance. Business hours for requests are defined as Monday through Friday

(0700 – 1700), except Federal Holidays. Upon receipt of request, the Contractor shall provide to the COR in writing (email is acceptable) receipt confirmation within one (1) business day of receipt of request. For on-site requests, the name of the assigned writer(s) shall be provided to the COR in writing (email is acceptable) no later than one (1) business day prior to start of assignment. For remote requests, the name of the assigned writer(s) and the DFAS approved secure link for Text Media Streaming shall be provided to the COR in writing no less than four

(4) hours prior to the start of assignment. Note: The COR will provide all applicable information to the employee requiring services.

If, however, the Government should require CART services with less than twenty-four (24) clock hours notice, the Contractor shall attempt to provide a writer, but the Government understands that the Contractor may not always be able to comply with such a request and therefore shall have the right to refuse the assignment. The Contractor’s acceptance must be given within two (2) hours of the time the request was placed during DFAS’ business days. If the Contractor fails to accept within the time specified, the Government will consider the assignment refused. If the Contractor accepts the request, the agency shall be billed at the hourly rate established. No special rates shall be used for requests placed with less than twenty-four

(24) clock hours notice. The Contractor shall provide the COR the name(s) of the writer(s) and the DFAS approved secure link for Text Media Streaming as soon as possible but no later than one (1) business hours prior to the assignment.

C.2.3 Agency Provided Information at time of Request.

The COR will provide the Contractor POC the following information at time of request:

Type of service required (Remote or on-site). (Reference A.1.1.)

Start/End Date to include daily start and end times.

PWS Page 7 of 12

On-site POC information for Contractor writer(s) if other than COR to include office location, telephone number and email address. If no information is provided, it should be expected that the COR will be the primary point of contact for that request.

Name(s) of Deaf/Hard of Hearing Employee(s)

Description of event (i.e. staff meeting, training, awards ceremony, etc.). (Reference

A.1.2 for list of types of events applicable.)

Location of event(s), remote or on-site. For remote assignments the COR will provide the contractor with a secure DFAS established bridge-line or other secure approved virtual meeting room and ensure access for the Contractor for audio purposes.

If available, copies of speeches, documents, program specific acronym lists, training materials that will be used during the event in advance of the event. However, there will be occasions when it is not possible for the Government to provide these materials in advance.

The Contractor POC is responsible for ensuring personnel and subcontractors have complete and accurate job information prior to day of assignment.

C.3 Cancellations/ Reductions in Duration and Reassignments: All invoicing associated with this section shall be based on the number of service hours actually affected.

C.3.1 Cancellations: The Contractor and its writer(s) shall keep assignments. Canceled assignments are unacceptable except for true emergencies. If the scheduled writer(s) cancels an assignment, the Contractor shall provide a substitute writer(s) and notify the COR or Contracting

Officer within 24-hours. If the Contractor is not able to provide a writer(s), the contractor shall inform the COR or Contracting Officer. If the Contractor writer(s) does not meet qualifications

(reference A.3) or fails to appear at the event location within fifteen (15) minutes of the scheduled assignment start time, the assignment may be cancelled. The Government shall not incur any charges associated with such cancellations.

The Government may cancel the services no less than 24 clock hours in advance with no penalty or charges assessed. For assignments of one day or less, if the Contractor is notified of a cancellation less than 24 clock hours prior to the scheduled assignment, the Contractor may invoice for the assignment’s requested time. For multi-day assignments, if the Contractor is not notified of a cancellation at least 24 clock hours prior to the first day of the scheduled assignment, the Contractor may invoice for the first day’s requested time. If the assignment is cancelled or reduced in duration on the first day or any subsequent day, the Contractor may invoice for that day’s requested time. If the notice of cancellation or reduction in duration is issued less than 24 business hours before the start of the subsequent day’s start time, the

Contractor may also invoice for the subsequent day’s requested time. The Contractor shall not invoice for designated lunch breaks. In lieu of assessing a cancellation fee, the COR or

Contracting Officer and the Contractor can mutually agree to reassign the captionist(s) to another service request covered by this PWS without incurring cancellation charges at the hourly rate established. No special rates shall be used for requests accepted as described in this paragraph.

PWS Page 8 of 12

If a Contractor captionist appears for an assignment and the necessary parties fail to appear after

30 minutes of the scheduled start time of the assignment, the captionist may leave and the

Contractor may invoice for that day’s requested time.

C.3.2 Reassignments: If upon arrival to the assignment and service is no longer required or the assignment ends early, the writer(s) must notify the COR for reassignment. The COR has the option to assign the writer(s) to another request without an additional charge/cancellation fee with the stipulation that is the new assignment runs over the original number of hours of the scheduled assignment, the difference will be charged. (Reference A.1.2 for the list of types of captioning applicable. If after thirty (30) minutes and the captionist (s) cannot reach the COR or the original schedule time expires (whichever occurs first), the captionist(s) may leave. For assignments where no service was provided, the Contractor may invoice in accordance with

C.3.1 Cancellations. For assignments concluded earlier than schedule time, the Contractor may invoice in accordance with Section C.4.

C.4 Kept Appointments Billable Service Hours

Regardless of assignment duration, the Contractor shall be reimbursed for a minimum of two (2) hours. Assignments two (2) hours to one day shall be invoiced for the estimated duration requested by the COR when coordinating and scheduling the request. Within the limitations imposed by C.3.1 Cancellations, multi-day assignments shall be invoiced for the estimated durations.

The assignment is considered complete when the later of the following occurs: 1.) conclusion of event equals or exceeds the estimated duration specified when scheduling the request or 2.) the

COR releases the writer(s).

Time taken for meals shall not be billed. Other breaks are billable.

For examples, if the COR coordinates and schedules a request for an assignment that is anticipated to last from:

8:00 am – 2:00 pm but the assignment actually lasts from 8:00 am to 11:30 pm, the

Contractor shall bill the Agency for six (6) hours of service.

8:00 am – 10:00 am but the assignment concludes at 9:00 am and the COR releases the

Writer, the Contractor shall bill the Agency for one (1) hour of service.

8:00 am – 4:00 pm but the assignment actually last from 8:00 am to 4:20 pm and includes a one (1) hour lunch break, the Contractor shall bill the Agency for seven and one-half hours (7.5) hours of service.

Monday – Friday, 8:00 am – 4:00 pm (includes a daily one (1) hour lunch break) but concludes for any reason on Wednesday by 7:30 am, the Contractor shall bill the

Agency for 21 hours (Mon – Wed) of service.

PWS Page 9 of 12

Monday – Friday, 8:00 am – 4:00 pm (includes a daily one (1) hour lunch break) but concludes for any reason on Wednesday at 10:00 am, the Contractor shall bill the

Agency for 28 hours (Mon – Thurs) of service.

The calculations in the above examples are based on one writer per assignment.

For the purpose of invoicing, billable hours shall be based on the number of service hours actually affected. For example, if the full duration of the assignment, the services of two writers are required, in each of the last two examples noted above, the Contractor shall invoice for 42 and 56 hours, respectively. Billable hours are not affected by the number of actual writers required to fill an assignment slot that would normally be covered by one writer. For example, if for the scenario described earlier in this paragraph the Contractor schedules two writers to cover one of the two assignment slots, the Contractor shall still invoices for 42 and 56 hours, respectively.

No travel or per diem will be reimbursed for travel.

C.5 Evaluation of Services. Recipients of CART services may provide feedback on the quality of the services received to the COR. This feedback will be provided to the Contractor POC by the COR within seven (7) business days of receipt of feedback. The Contractor shall take appropriate action based on the feedback and provide the COR with a written response to the feedback within seven (7) business days of receipt of feedback.

The COR and the Contractor POC will meet every six (6) months, unless mutually agreed to otherwise, to conduct a quality review of services being provided by the Contractor.

C.6 Number of Writers Required Per Assignment

Number of Writers Required Per Assignment. The number of writers required is subject to the approval of the COR.

C.7. Invoicing

Invoices shall be submitted as cost vouchers on a minimum of a monthly basis, but no more than weekly, via the automated system Wide Area Work Flow (WAWF) in accordance with the rate/prices established in this contract. Payment will be made in accordance with the Prompt

Payment Act. The voucher shall include a detailed list of each CART event worked which has been certified and approved by the COR that billed hours are accurate and accepted. The detailed list shall include at a minimum the following information:

Sequential invoice number

Date(s) work performed and hours expended to include start and stop times

Description of event worked

Number of Writers

PWS Page 10 of 12

Name of Writer(s) who provided service

Cumulative totals

Remarks: any specific/pertinent information (Noting of Late Cancel assignments)

C.8 Deliverables/Reports.

C.8.1 Transcription Report. The Contractor and its writer(s) shall provide a complete verbatim transcription of the service rendered to the COR and Deaf/Hard of Hearing employee via email within 24 hours of when the service was conducted. All transcriptions must be free of major errors and untranslations. The Contractor and its writer(s) are responsible for all errors and omissions.

C.8.2 Weekly Status Report. The Contractor POC shall submit a weekly status report to the

COR no later than the Close of Business (COB) on the first workday following the work week, unless mutually agreed otherwise, that identifies an accurate record of all events that requested services, whether they were serviced, and the length of service time.

C.8.2 Contractor Manpower Reporting. The contractor shall report all contractor labor hours

(including subcontractor labor hours) required for performance of services provided under this contract for live captioning services at DFAS Cleveland via a secure data collection site. The contractor is required to completely fill in all required data fields using the following web address: http://www.ecmra.mil/.

Reporting inputs will be for the labor executed during the period of performance during each

Government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year. Contractors may direct questions to the help desk at http://www.ecmra.mil/.

C.9 Quality Control Plan (QCP)

The Contractor’s quality system shall demonstrate its prevention-based outlook by meeting the objectives stated in the PWS throughout all areas of performance (e.g., all functional areas and all performance standards). The QCP shall be developed to specify the Contractor’s responsibility for management and quality control actions to meet the terms of the contract.

Within 10 business days from date of award, the Contractor shall provide to the COR the QCP for review.

The Contractor’s QCP shall be incorporated into and become part of this contract after the plan has been accepted by the Government. Changes made after the Contracting Officer (KO) or

COR approval shall be submitted in writing to the KO or COR for review and acceptance. The

Contractor’s QCP shall be maintained throughout the life of the contract and shall include the

Contractor’s procedures to routinely evaluate the effectiveness of the plan to ensure the

Contractor is meeting the performance standards and requirements of the contract.

http://www.ecmra.mil/ http://www.ecmra.mil/

PWS Page 11 of 12

DFAS-Columbus will implement a Quality Assurance Surveillance Plan (QASP) to ensure the

Contractor provides the required services and adheres to quality standards as specified in this

PWS. The COR shall monitor performance. This monitoring by the COR shall be carried out via the QASP as identified below. The QASP shall also ensure the Contractor’s QCP effectiveness and provide a systematic method to evaluate the services the Contractor is required to furnish.

D. CERTIFICATION AND ACCEPTANCE

The COR is designated as the point of final inspection and acceptance by the Government of all items and services required by the contract.

E. QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

The Quality Assurance Surveillance Plan is the Government’s plan to ensure the Contractor provides the required services, and adheres to the quality standards as specified in the PWS. Both the Contractor and the Government will agree to the terms of the contract. During the life of the contract, administrative procedures such as inspections, documentation and retention of records, which reflect the Contractor’s performance, will be retained.

The COR will monitor performance to ensure services are received and carried out in accordance with the standards set in this PWS. The monitoring shall be done via Government inspections and Government review of the various reports and documentations defined above in the PWS.

This QASP will be used to monitor compliance with contract terms and conditions, identify nonconforming services to determine appropriate action. This plan sets forth the method and manner by which the Government intends to conduct surveillance of work under the contract, and is subject to the unilateral change by the Government without modification of the contract.

All work required by the contract is subject to surveillance whether or not specifically included in the plan. When the Contractor performance fails to achieve the acceptable performance level and is clearly the fault of the Contractor, the COR will prepare a report detailing the deficiencies and forward it to the Contractor and copy the Contracting Officer. In response, the Contractor shall explain within (7) business days, in writing, why performance was unacceptable, how performance will be returned to acceptable levels and how recurrence of the problem will be prevented in the future. The Contracting Officer will evaluate the Contractor’s explanation and determine the appropriate actions.

Performance Measures. Performance Measures will be assessed on a Pass and Fail Grading

System as defined below:

Rating Definitions

Pass When performance complies with the PWS

Fail Contractor will fail when not in compliance with the PWS

The following are the methods of surveillance that may be used to assess contract performance.

PWS Page 12 of 12

1. Random Inspection. This type of surveillance based and assumes the Government receives acceptable performance by the Contractor if a given percentage or number of scheduled inspections is found to be acceptable.

2. Periodic Inspection. This type of surveillance is based upon selecting samples for evaluation on other than 100% inspection or on a statistically random basis.

The chart below provides performance standards for specific requirements already stated in the

PWS.

Task Performance Threshold Grading

Scale

Method of

Surveillance

Scheduling CART

Services for each event

CART providers are scheduled and perform at 99% of the required events.

Pass/Fail COR review/verification;

inspections; COR visual inspections; monitoring;

record keeping

Qualified personnel are performing CART services

The contractor shall provide qualified CART providers.

Pass/Fail The COR will perform random inspection of

Contractor records for qualification documentation.

The Contractor shall attend scheduled and unscheduled meetings to furnish input concerning the operation and management of the

CART Services program.

The Contractor shall attend regularly scheduled meetings and other meetings determined necessary by the COR.

Pass/Fail The COR will monitor meeting attendance.

Provide accurate and current transcription tailored to the individual needs of the employee and to agency requirements.

Receive no more than 1 valid complaint about service during a month.

Pass/Fail Employee feedback

The Contractor shall provide all documentation properly formatted, accurate and submitted by due date.

97% reports completed accurately and on time; 1 day grace period

Pass/Fail 100% inspections