Attachment G-Revised.pdf

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PAST PERFORMANCE INFORMATION

CONTRACTOR PERFORMANCE CUSTOMER SURVEY QUESTIONNAIRE

Please complete the following questionnaire and return it via email to the attention of the individual named below, no later than the due date for proposals.

Susan Eicher Contracting Officer Susan.Eicher@hq.dhs.gov 202- 447-5015

This survey pertains to: __________________________________________________________

Department/Component: _________________________________________________________

Solicitation Number: ____________________________________________________________

Date of Survey: ________________________________________________________________

Name of Person Completing Survey: _______________________________________________

Signature of Person Completing Survey: _____________________________________________

Your Company/Agency: _________________________________________________________

Your Role in this Contract: _______________________________________________________

Survey Period of Performance: ____________________________________________________

General description of products/services required under the contract: ______________________

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RATINGS

Please answer each of the following questions with a rating that is based on objective measurable performance indicators to the maximum extent possible.

Assign each area a rating of either 4 (Outstanding), 3 (Good), 2 (Acceptable), or 1 (Unsatisfactory). Use the attached Rating Guidelines as guidance in making these evaluations.

Circle the appropriate rating. Annotate with N/A if not a rating consideration or inapplicable to the contract effort.

QUALITY OF PRODUCT OR SERVICE:

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 required services:

1 2 3 4 N/A

5. Effectiveness of personnel in performing required services:

1 2 3 4 N/A

6. Overall quality of product/service:

1 2 3 4 N/A

7. Product performance:

1 2 3 4 N/A

8. Ease of use:

1 2 3 4 N/A

9. I would hire this contractor again:

Yes _____ No _____

10. Quality and timeliness of warranty work:

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TIMELINESS OF PERFORMANCE:

1. Reliability:

2. Responsive to technical direction:

1 2 3 4 N/A

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:

COST CONTROL:

1. Current, accurate and complete billings:

1 2 3 4 N/A

2. Relationship of negotiated costs to actuals:

1 2 3 4 N/A

3. Cost efficiencies:

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CUSTOMER SATISFACTION:

1. The contractor is committed to customer satisfaction:

a. Contractor Management Personnel

(circle one) Yes No

b. Contractor Onsite Facility Personnel

(circle one) Yes No

ADDITIONAL COMMENTS:

Attachment - 5 -

Rating Guidelines

QUALITY OF

PRODUCT OR

SERVICE

COST CONTROL TIMELINESS OF

PERFORMANCE

BUSINESS RELATIONS

4-Outstanding There were no quality issues, and the contractor significantly exceeded the contract performance requirements without commensurate additional costs to the customer.

There were no cost management issues, and the contractor significantly exceeded the contract requirements, achieving cost savings to the customer.

There were no delays, and the contractor significantly bettered the agreed upon schedule.

Responses to inquiries, technical/service/administrative issues significantly exceeded customer expectations.

3-Good There were no, or minimal, quality problems, and the contractor exceeded the contract requirements.

There were no, or minimal, cost management issues, and the contractor exceeded the contract requirements.

There were no, or minimal, delays that affected achievement of contract requirements, and the contractor bettered the agreed upon schedule.

Responses to inquiries, technical/service/administrative issues exceeded the contract requirements.

2-Acceptable The contractor met the contract requirements.

Overall compliance required some assistance from the customer.

The contractor met the contract requirements.

Customer provided some assistance to the contractor to manage costs.

The contractor met the agreed upon schedule. Customer provided some assistance to ensure the contractor met the agreed upon schedule.

Responses to inquiries, technical/service/administrative issues met the contract requirements.

1-Unsatisfactory The contractor did not meet the contract requirements.

Nonconformances compromised the achievement of contract requirements.

The contractor did not meet the contract requirements. Contractor was unable to manage costs effectively.

The contractor did not meet the agreed upon schedule.

Contractor delays jeopardized achievement of contract objectives.

The contractor did not meet the contract requirements. Responses to inquiries, technical/service/admin-istrative issues were not timely or effective.