Contractor Performance Customer Survey Questionnaire.docx

PAST PERFORMANCE INFORMATION

CONTRACTOR PERFORMANCE CUSTOMER SURVEY QUESTIONNAIRE

The company providing this form is being considered for the Department of Homeland Security’s (DHS’s) Airborne Remote Sensing 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 EDT February 21, 2012. Thank you for taking the time to complete this survey.

Point of Contact:

Carrie Herndon Name Contracting Officer Title DHSRemoteSensing@dhs.gov Email Address

This survey pertains to: DHS Airborne Remote Sensing

Department/Component: DHS/HQ/OCIO/OAT/GMO

Solicitation Number: HSHQDC-12-R-00028

General description of products required for this solicitation:

The purpose of this procurement is to provide airborne remote sensing support services to DHS missions that support incident management and homeland security. The scope includes contractor services to acquire digital aerial imagery, LiDAR, and other types of remotely sensed information to support DHS incident management missions, and flight/air space clearances for airborne acquisitions. The scope also includes the production of remote sensing data that include high resolution digital orthophotography, oblique imagery, digital elevation models and derived GIS products.

The scope of each Task Order may include some or all of the components listed above. Task orders may be issued under emergency or non-emergency incidents. An emergency incident may occur with or without prior notification, commonly referred to as notice or no-notice emergencies. Task orders supporting emergency incidents shall require completion of acquisition and delivery of processed data within 48 hours from notice to proceed. If the Area of Interest (AOI) is large and cannot be acquired in a 24 hour period, the contractor will make daily incremental deliveries until the AOI is fully acquired and all processed data is delivered.

Company Name of Offeror: _______________________________________________________

Date of Survey:_________________________________________________________________

Name of Person Completing Survey: _______________________________________________

Signature of Person Completing Survey: _____________________________________________

Your Company/Agency: _________________________________________________________

Telephone Number of Person Completing Survey: _____________________________________

E-mail Address of Person Completing Survey: _______________________________________

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 ratings 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:

1 2 3 4 N/A

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

1 2 3 4 N/A

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 2 3 4 N/A

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:

1 2 3 4 N/A

CUSTOMER SATISFACTION:

1. The contractor is committed to 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

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

have been identified

Contractor is usually effective in managing costs Contractor is usually effective in meeting milestones and delivery schedules Response to inquiries, 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, 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, issues is not effective