Atch_5_-_PPQ.doc

HTC711-16-R-D001

ATTACHMENT 5

PAST PERFORMANCE QUESTIONNAIRE

USTRANSCOM

HTC711-16-R-D001

Information Technology Service Management (ITSM) Enterprise Support Please provide concise comments regarding your overall assessment of the contractor’s performance on the contract or workload identified below. Your ratings should include comments for any area rated Exceptional or lower than Satisfactory. Rating definitions are provided on the last page. Please respond by sending the entire completed questionnaire, in PDF format, via e-mail to both of the individuals below.

USTRANSCOM/TCAQ-D

ATTN: LYNETTE STEVENSON

508 Scott Drive, Bldg. 1900W Scott AFB, IL 62225-5015 E-mail : lynette.o.stevenson.civ@mail.mil Phone:

618.220.7055 DSN 770.7055

NOTE: CPARS may be reviewed for the contractors in addition to the responses to this questionnaire. Although you may have filed a CPARS for the contract listed, we would appreciate your response to this questionnaire because some of the questions relate to areas not covered by CPARS.

Index Number ________________ (To be completed by USTC/TCAQ upon receipt of completed questionnaire.)

I. WORK PERFORMED IDENTIFICATION

a. Contractor: ____________________________________________________________________

b. Cage Code: ______________

c. Contract number: _______________________________________________________________

d. Contract Name/Work Performed Title: ______________________________________________

e. Contract type: ____________________

f. Was this a competitive contract? Yes _____ No _____

g. Period of Performance: ___________________________________________________________

h. Dollar Value: ____________________________

i. Description of service provided: ____________________________________________________

II. RESPONDENT(S) TO QUESTIONNAIRE

a. Customer or Agency Name: __

b. Respondent(s) Name: ______________________________________________________

c. Respondent(s) Position/Title:

d. Phone Number:

e. Email Address: __________________________________________________________

f. Relation to Program:

g. Number of years evaluator worked on subject contract: ___________

h. Geographic description of services under this contract:

Local_____ Nationwide_____ Worldwide_____ Other Command(s) ____

III. PERFORMANCE EVALUATION

NOTE: Remarks are not limited.

Please indicate your satisfaction with the contractor’s performance by placing an “X” in the appropriate block using the scale provided to the right of each question. This scale is defined as follows:

Please note that if your responses indicate an ‘unsatisfactory’ in the contractor’s performance, a notification may be submitted to the contractor, and they may be made aware of the comment. The contractor will not be made aware of the commenter’s name or office.

T1 How did the contractor meet the technical requirements of the specification?

Comments:

T2 How was the quality of database administration services consisting of effective installation, configuration, operations support, performance tuning and maintenance?

T3 How was the quality of system administration services consisting of effective system/servers provisioning, installation, configuration, operation and maintenance of systems hardware, software and related infrastructure?

T4 How was the quality of network administration services consisting of effective network/ appliance provisioning, installation, configuration, security, operation and maintenance of systems hardware, software and related infrastructure.

T5 How adequate/effective was network monitoring including monitoring alarms, verifying the integrity and availability of all hardware, appliances, resources and systems?

T6 How did the contractor implement current quality processes, standard practices for computer hardware design, operation, maintenance, upgrades and configuration control?

T7 How did the contractor implement current standard practices for computer software design, operation, maintenance, upgrades and configuration control?

T8 How responsive and how was the quality of troubleshooting and resolution of system and database system malfunctions to meet operational parameters and resolve issues by detecting and isolating faults, and taking corrective action to restore fully operational status?

T9 How was the quality of monitoring assigned applications and related systems for the purpose of reducing application downtime and ensuring that assigned applications are available when needed to meet system performance and availability parameters?

T10 How well did the contractor ensure configuration controls were implemented for all items identified in various systems' production configuration baselines and production virtual images?

REMARKS:

S1. How effective was overall contract management (including ability to effectively lead, manage, control and deliver on-time)?

S2. How reasonable and cooperative was the contractor when dealing with program staff (including the ability to successfully resolve disagreements/disputes)?

S3. How timely and effectively did the contractor resolve contract problems without extensive customer guidance?

S4. How well did the contractor understand/comply with customer objectives and technical requirements?

S5. How successfully did the contractor respond to emergency and/or surge situations?

S6. How did the contractor manage quality/effectiveness of sub-contracted efforts?

S7. How well did the contractor provide replacement personnel of the same quality and skills of vacancies with minimum disruption to the support effort?

S8. How effective was the contractor’s acquisition management?

S9. To what degree did the contractor implement responsive/flexible processes to improve quality and timeliness of support?

SB1. To what degree was the contractor able to meet or exceed small business and small disadvantaged business goals set forth in the approved subcontracting plan?

SB2. How effectively did the contractor manage small business participation to meet technical performance?

C1 How accurately did the contractor forecast contract costs?

C2 How well did the contractor meet forecasted costs and perform within contract costs?

C3 How successfully did the contractor alert the Government of unforeseen costs before they occurred?

C4 How sufficient and timely was the contractor’s cost reporting?

P1 How well did the contractor provide and perform relevant projects of full spectrum operations and maintenance for network environments/infrastructure and IT services?

P2 How well did the contractor manage IT services through strategy, design and transition in support of business needs?

P3 How successful was the contractor in recruiting, hiring, training and retaining personnel in similar environments including access to highly specialized skills sets and Subject Matter Experts?

P4 How successfully did the contractor provide and implement security operations services and conduct operations for all phases of the DoD Risk Management Framework?

IV. OVERALL PERFORMANCE SUMMARY

O1 How would you rate the contractor’s emphasis on customer satisfaction?

O2 Knowing what you know today about this contractor and their performance, would you award another contract to them?

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