Attachment_2.doc

REQUEST FOR QUOTATIONS

VEHICLE TOWING, STORAGE, MAINTENANCE, AND DISPOSAL SERVICES FOR THE USMS DISTRICT OF MARYLAND

SOLICITATION # DJMS-06--Q-0020

DETENTION MANAGEMENT SERVICES IN SUPPORT OF DHS/ICE (HSCEDM-17-R-00005)

US DEPARTMENT OF HOMELAND SECURITY

US IMMIGARTION & CUSTOMS ENFORCEMENT

REQUEST FOR PROPOSAL HSCEDM-17-R-00005

ATTACHMENT 2

PAST PERFORMANCE QUESTIONNAIRE

Instructions: The Company that provided you with this form plans to respond to a solicitation that was recently advertised by the US Immigration & Customs Enforcement (ICE) for detention management services. Past Performance is a very important evaluation criterion for the acquisition, so input from previous customer(s) of the offeror is very important. We would greatly appreciate you taking the time to complete this form. The information is to be provided directly to the ICE Contract Specialist and SHOULD NOT be disclosed to the offeror. Please provide an honest assessment and immediately return to ICE Contract Specialist by email at Lewis.Davis@ice.dhs.gov, or to the address shown below, no later than April 03, 2017 at 1:00 pm (EST).

If you have any questions, please contact Mr. Lewis Davis at (202)732-2578.

Mr. Lewis Davis

U.S. Department of Homeland Security

Immigration & Customs Enforcement

801 I Street, NW Suite 9106 Washington, DC 20536

Solicitation # HSCEDM-17-R-00005

US DEPARTMENT OF HOMELAND SECURITY

US IMMIGARTION & CUSTOMS ENFORCEMENT

REQUEST FOR PROPOSAL HSCEDM-17-R-00005

Instructions for Completing Past Performance Survey Based on the rating area elements presented below and the rating guidelines on the back of this sheet, please evaluate Contractor performance in each of the rating areas. On the “Contractor Performance Information” form, circle (or type in the “Comments” area) the rating from 0 to 4 that most closely matches your evaluation of the Contractor’s performance. Please add written comments for each rating. If you wish, you may attach additional comments or information. We would also appreciate your answers to the specific questions, if any, on the back of the form. Please return the form to the address indicated on the back of the form. Thank you for your time and your cooperation.

ICE will use the information from this form to evaluate Offerors competing for contract awards. We may release the information to the Contractor during debriefings. However, we will not release to the Contractor from whom this information was received.

Elements within Each Rating Area Quality of Product or Service

· Compliance with contract requirements

· Accuracy of reports

· Appropriateness of personnel

· Technical excellence

Problem Resolution

· Anticipates and avoids or mitigates problems

· Satisfactorily overcomes or resolves problems

· Prompt notification of problems

· Pro-active

· Effective Contractor-recommended solutions

Cost Control

· Within budget

· Current, accurate and complete billings

· Costs properly allocated

· Unallowable costs not billed

· Relationship of negotiated costs to actual

· Cost efficiencies

Timeliness of Performance

· Meets interim milestones

· Reliable

· Stays on schedule despite problems

· Responsive to technical direction

· Completes work on time, including wrap-up and contract administration

· No liquidated damages assessed Business Relations

· Effective management

· Use of performance-based management techniques

· Business-like concern for the customer's interests

· Effective management and selection of subcontractors

· Effective small/small disadvantaged business subcontracting program

· Reasonable/cooperative behavior

· Effective use of technology in management and communication

· Flexible

· Minimal staff turnover

· Maintains high employee morale

· Resolves disagreements without being unnecessarily litigious.

Customer Service

· Understands and embraces service and program goals

· Team approach with the customer

· Satisfaction of end users with the Contractor’s service

· Positive customer feedback

· Prompt responses

· Courteous interactions

· Effective escalations and referrals

· Initiative and proactive improvements

· Creative service strategies

Rating Guidelines

· Quality of Product or Service

· 0 – Unsatisfactory: Jeopardizes the achievement of contract goals; default.

· 1 – Poor: Requires major agency intervention to ensure achievement of contract goals; show cause or cure notices.

· 2 – Satisfactory: Meets specifications in most cases, however, some agency intervention required to ensure achievement of contract requirements.

· 3 – Good: Meets specifications in all cases.

· 4 – Excellent: Exceeds specifications in some cases.

· Problem Resolution

· 0 – Unsatisfactory: Inadequately resolved problems that jeopardize contract goals.

· 1 – Poor: Significant agency intervention required to resolve problems jeopardizing contract goals.

· 2 – Satisfactory: Some agency intervention required to resolve problems jeopardizing contract goals.

· 3 – Good: Successfully overcomes or resolves all problems and achieves contract goals with minimal agency intervention.

· 4 – Excellent: Anticipates and avoids most problems and successfully overcomes all unforeseen problems.

· Cost Control

· 0 – Unsatisfactory: Cost increases jeopardize achievement of contract goals; or billings routinely include unallowable costs.

· 1 – Poor: Significant cost increases; or some inaccurate billings including some with unallowable costs.

· 2 – Satisfactory: Minor cost increases; or some inaccurate billings, but a minimal (1-2) number with unallowable costs.

· 3 – Good: Contractor performed within costs; but some late billings, none with unallowable costs.

· 4 – Excellent: Costs were less than the amount cited in the contract; and billings accurate and timely.

· Timeliness of Performance

· 0 – Unsatisfactory: Delays jeopardize the achievement of contract goals.

· 1 – Poor: Other significant delays.

· 2 – Satisfactory: Minor delays.

· 3 – Good: All deliverables on time.

· 4 – Excellent: All deliverables on time with some ahead of schedule; or stays on schedule despite unforeseen circumstances.

· Business Relations

· 0 – Unsatisfactory: Unethical or illegal business practices.

· 1 – Poor: Business practices are not attuned to customer support.

· 2 – Satisfactory: Business practices are somewhat attuned to customer support.

· 3 – Good: Business practices focus on customer support.

· 4 – Excellent: Highly effective, proactive business practices focused on customer support.

· Customer Service

· 0 – Unsatisfactory: Response to service requests is routinely late, ineffective, or rude; customers express frustration or anger about many interactions; complaints are unresolved; Contractor seems unaware of service issues.

· 1 – Poor: Response to service requests is often late, ineffective or rude; some complaints are resolved.

· 2 –Satisfactory: Response to service requests is uneven in timing or effectiveness; customer interactions are tenuous; Contractor is trying hard and understands service issues.

· 3 – Good: Response to service requests is timely, effective and courteous; customers express positive feedback; delivery of service is smooth and organized; collects customer feedback; customer problems are resolved well.

· 4 – Excellent: Response to service requests is timely, effective and courteous; the Contractor is proactive in building good relations with customers, proposing new service strategies, analyzing and reporting on service loads and collecting and using customer feedback.

REQUEST FOR PROPOSAL HSCEDM-16-R-00011

ICE PAST PERFORMANCE QUESTIONNAIRE

1. Contractor Name and Address:

2. Contract Number

3. Type of Contract:

4. Contract Value (Current plus any unexercised options):

5. Period of Performance (including any option periods):

6. Place of Performance:

7. Description of requirement: (Attach additional pages if needed)

8. Ratings: Summarize Contractor performance and circle or type in the number below that corresponds to the performance rating for each category. Please see the attachment, which explains the rating scale.

Comments:

Comments:

Comments:

Comments:

Comments:

Comments:

Supplementary Questions

1. Would you hire this Contractor again? If not, why?

2. Other information not included above that you believe would help us in our past performance evaluation.

In accordance with the Federal Acquisition Streamlining Act, the following information will not be released to the Contractor.

Evaluated By:

Agency/Organization: __________________________________________________________

Name & Title: __________________________________________________________ Telephone Number: __________________

E-mail Address: __________________________________________________________

I hereby certify that the information in this form is accurate and complete to the best of my knowledge.

Signature & Date