PRS.doc

Solicitation No.: HSCG89-09-R-6RB999 Attachment B

PERFORMANCE REQUIREMENT SUMMARY (PRS)

The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

Performance Requirement Summary will be performed in the following manner:

Provide double occupancy room

(Weight: 80%)

Allowable standard: One (01) deviation non USCG cancellation) per month.

(Weight: 20%)

SURVEILLANCE: The Contracting Officer’s Technical Representative (COTR) will receive complaints from USCG reserve personnel or unit administrative officer advising that a reservation was cancelled or made unavailable after being previously scheduled a minimum of five (05) days in advance. The COTR will prepare a “Contract Discrepancy Report (CDR)” Attachment #2 and pass on to the contractor's quality control inspector (QCI) or Site Manager for correction.

STANDARD: Customer complaints shall not exceed the thresholds cited above for each performance objective. The COTR shall calculate the recommended deductions based on the following procedures and forward to the Contracting Officer (KO) for action.

DEDUCTION FORMULA: For determination of deduction of payment due to unacceptable service, a flat rate of $50.00 will apply under this methodology:

1. Assume a total contract value and maximum service of $24,000.00.

2. Total monthly value is $2,000.00.

3. Assume contractor has 20 monthly tasking (room reservations)

4. Assume 2 defects are discovered above the allowable performance requirement during a given month.

5. Total estimated reduction for defective work is:

Total Monthly Value:

$2.000.00 Reduction for unacceptable services:

_$50.00 Total deduction:

$ 100.00 ($50.00 x 2) PROCEDURES: Any USCG reservist that observes unacceptable services, either incomplete or not performed, for any of the above performance objectives should immediately contact the COTR and the COTR will complete appropriate documentation to record the complaint. The COTR will consider the customer complaint valid upon receipt from the customer. The COTR should inform the customer of the approximate time the unacceptable performance will be corrected and advise the customer to contact the COTR if not corrected. The COTR will consider customer complaints as resolved unless notified otherwise by the customer. The COTR shall verbally notify the Contractor’s Quality Control Inspector (QCI) to pick up the written customer complaint. The QCI will be given two hours after verbal notification to correct the unacceptable performance. If the QCI disagrees with the complaint after investigation of the site and challenges the validity of the complaint, the QCI will notify the COTR. The COTR will conduct an investigation to determine the validity of the complaint. If the COTR determines the complaint as invalid, he will document the written complaint of the findings and notify the customer. The COTR will retain the annotated copy of the written complaint for his/her files. If after investigation the COTR determines the complaint as valid, the COTR will inform the QCI and the QCI will be given an additional hour to correct the defect. A defect will not be recorded if proper and timely correction of the unacceptable condition(s) is accomplished. The QCI shall return the written customer complaint document, properly completed with actions taken, to the COTR, who will file the complaint for monitoring future recurring performance.