Tech Ops - Attachment 4 - Customer Survey.pdf

ATTACHMENT 4

PAST PERFORMANCE INFORMATION

CONTRACTOR PERFORMANCE CUSTOMER SURVEY QUESTIONNAIRE

The company providing this form is submitting a proposal for the Department of Homeland Security’s (DHS’s) Technical Investigative Surveillance Equipment (“TechOps”)” procurement.

Past performance is an important evaluation factor, so we value your input for our evaluation.

This information is submitted to DHS and will not be disclosed to the company. Please provide an honest assessment and immediately return the completed form to the individual below no later than 1:00 pm EST Tuesday, March 15, 2011. Thank you for taking the time to complete this survey.

Point of Contact:

Name Carrie A. Herndon

Title Contracting Officer

Address 245 Murray Lane, SW – Building 410 – Washington, D.C. - 20528

Telephone Number / Fax Number / Email Address 202-447-5559 / 202-447-5564 / DHSTechOps@ dhs.gov

This survey pertains to: DHS TechOps Procurement

Department/Component:

Solicitation Number:

DHS/HQ/OCIO/ITSO/ESD

General description of products required for this solicitation:

HSHQDC-11-R-00019

The purpose of the Technical Investigative Surveillance Equipment (“TechOps”) contracts is to provide a full array compatible and interoperable technical investigative surveillance equipment, limited services, and annual technical refreshments to meet the covert surveillance objectives of participating Federal Agencies, and potentially state and local partners. While ancillary services in support of the equipment are required, the principle purpose of this procurement is to obtain equipment. TI equipment and services are limited to the following:

• Covert video equipment with optional audio that includes transmitters, receivers, repeaters and IP Cameras, offering mobile and fixed options and multiple concealment options

• Covert audio equipment that includes transmitters, receivers, and repeaters, offering mobile and fixed options and multiple concealment options, and

• Ancillary services that includes engineering for construction of concealments, training, technical services, and maintenance.

Date of Survey:________________________________________________________________

Name of Person Completing Survey: _______________________________________________

Signature of Person Completing Survey: _____________________________________________

Your Company/Agency: _________________________________________________________

Your Role in this Contract: _______________________________________________________

Your Agency’s Contract Number:

Your Agency Contract’s Period of Performance:

Description of Your Contract’s Requirements:

RATINGS

Please answer each of the following questions with a rating that is based on objective measurable performance indicators to the maximum extent possible. Commentary to support very high or very low rating should be noted on page 6.

Assign each area a rating of: 4 (Outstanding), 3 (Good), 2 (Acceptable), 1 (Unsatisfactory), or N/A (Not Applicable). Use the attached Rating Guidelines as guidance in making these evaluations; a “N/A” is used when the question does not apply to your contract. Circle the appropriate rating.

QUALITY OF CONTRACT PERFORMANCE

1. Compliance with contract requirements:

1 2 3 4 N/A

2. Accuracy of reports:

1 2 3 4 N/A

3. Level of knowledge, experience, and training of personnel:

1 2 3 4 N/A

4. Capability of personnel to perform contract requirements:

1 2 3 4 N/A

5. Effectiveness of personnel in performing contract requirements:

1 2 3 4 N/A

6. Overall quality of delivery:

1 2 3 4 N/A

7. Overall quality of products delivered:

1 2 3 4 N/A

TIMELINESS OF PERFORMANCE

1. Reliability:

1 2 3 4 N/A

2. Responsive to technical direction:

3. Meets contract delivery schedules and/or task deadlines:

BUSINESS RELATIONS

1. Effective management, including subcontracts:

1 2 3 4 N/A

2. Reasonable/cooperative behavior:

1 2 3 4 N/A

3. Responsive to contract requirements:

1 2 3 4 N/A

4. Notification of problems:

1 2 3 4 N/A

5. Flexibility:

1 2 3 4 N/A

6. Pro-active vs. reactive:

1. Current, accurate and complete billings:

COST CONTROL

1 2 3 4 N/A

2. Relationship of negotiated costs to actuals:

1 2 3 4 N/A

3. Cost efficiencies:

1. The contractor is committed to customer satisfaction:

CUSTOMER SATISFACTION

a. Contractor Management Personnel

(circle one) Yes No N/A

b. Contractor On-site Facility Personnel

(circle one) Yes No N/A

ADDITIONAL COMMENTS

Rating Guidelines

QUALITY OF PRODUCT

OR SERVICE

COST CONTROL TIMELINESS OF

PERFORMANCE

BUSINESS RELATIONS

4-Outstanding Contractor is in compliance with contract requirements and/or delivers quality products/services

Contractor is effective in managing costs and submits current, accurate, and complete billings

Contractor is effective in meeting milestones and delivery schedules

Response to inquiries, technical/service/administrative issues is effective

3-Good Minor inefficiencies/errors have been identified

Contractor is usually effective in managing costs

Contractor is usually effective in meeting milestones and delivery schedules

Response to inquiries, technical/service/administrative issues is usually effective

2-Acceptable Some problems have been encountered

Contractor is having some problems in managing costs effectively

Contractor is having some problems meeting milestones and delivery schedules

Response to inquiries, technical/service/administrative issues is somewhat effective

1-Unsatisfactory Contractor is not in compliance and is jeopardizing achievement of contract objectives

Contractor is unable to manage costs effectively

Contractor delays are jeopardizing performance of contract objectives

Response to inquiries, technical/service/administrative issues is not effective