IB01_Draft RFP Technical Exhibit A Performance Requirements Summary (PRS).pdf
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- Attached to
- Army Transition Assistance Program Services
- Solicitation number
- W9124D26RA041
About this file
This is a Performance Work Statement (PWS) surveillance and performance metrics document for a Transition Assistance Program (TAP) contract. The document outlines 20 Key Performance Indicators (KPIs) with corresponding performance standards, acceptable quality levels, surveillance methods, and remedies for monitoring contractor compliance.
The KPIs encompass core TAP service delivery across multiple operational areas. Key Personnel staffing requirements mandate no more than 14 business days vacancy for CONUS positions and 21 business days for OCONUS positions, with a 98% AQL. Basic services standards require walk-in clients be scheduled within 15 minutes (95% AQL) and one-on-one counseling be provided within 15 business days of request (95% AQL). Case management KPIs include assignment of a primary counselor prior to initial intake counseling (98% AQL), no-show reporting within 24 hours (90% AQL), and contact within 90-calendar-day intervals (95% AQL). Additional performance metrics address financial counseling (100% AQL for certified counselors), capstone counseling scheduling 90+ days prior to transition (98% AQL), class cancellation rates not exceeding 5% (95% AQL), and virtual center operations including email response within 2 days (90% AQL) and average telephone wait time not exceeding 15 minutes (95% AQL). Physical TAP center reception areas must accommodate clients without exceeding 15-minute wait times (95% AQL). IT support requires resolution or escalation of trouble tickets within 3 business days (90% AQL). Special mission TAP services must maintain 90% customer satisfaction rates. Surveillance methods include monthly status reports, TAP system of record reviews, periodic inspections, customer feedback surveys, and random sampling, with remedies ranging from contractor management corrective actions to cost adjustments based on operational impact.
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Text version
KPI Number Performance Objective Task Applicable PWS Section(s) Performance Standard Acceptable Quality Level (AQL) Surveillance Source Surveillance Method and Frequency Remedy
1 Timeliness and Quality of Deliverables Submission
Deliverables Submit deliverables on time without errors 95% Documentation 100% Inspection Submit deliverables
2 Key Personnel 1.9 The contractor shall ensure that positions identified as Key Personnel are vacant no more than fourteen (14) business days when serving at a place of performance within CONUS and twenty-one (21) business days when serving at a place of performance OCONUS.
98% Monthly Status Report 100% Inspection Cost consideration or adjustment based on operational impact to the Government
3 Basic Services (Walk-in) 5.1.6. The contractor shall ensure that walk-in clients requesting information or support related to TAP services are received and scheduled for the follow-on support within fifteen (15) minutes upon arrival to any TAP Center providing services listed in Technical Exhibit D – Place of Performance Throughput Data.
95% Survey Customer Feedback Contractor Management takes corrective action or assigns more resources if recurring.
4 Basic Services (1-on-1) 5.1.7. & 5.4.3 The contractor shall ensure that clients requesting any one-on-one services are provided counseling or other one-on-one services by a TAP counselor in no more than fifteen (15) business days from client request.
95% TAP System of Record Random Sampling Contractor Management takes corrective action or assigns more resources if recurring.
5 Basic Services (Records) 5.1.10 The contractor shall maintain, store, and safeguard all CRS deliverables IAW the client’s ITP on a local shared network for at least six (6) months past the client’s transition date for review and audit purposes.
98% Government Furnished storage
Random Sampling Contractor Management takes corrective action or assigns more resources if recurring.
6 Case Management (Assignment) 5.3.2 Assign a TAP counselor to each client prior to IIC, who shall serve as the client’s primary case manager throughout their transition.
98% TAP System of Record Periodic Inspection Contractor Management takes corrective action or assigns more resources if recurring.
7 Case Management (No Show) 5.3.7 Coordinate with the DGR to identify and communicate no-shows for scheduled counseling or events to unit representatives and chain of command; and input no-show information into the TAP system of record within twenty-four (24) hours.
90% TAP System of Record Periodic Inspection Contractor Management takes corrective action or assigns more resources if recurring.
8 Case Management (Contract) 5.3.10 Ensure that the time between counselor and client contact does not exceed ninety (90) calendar days within the transition lifecycle.
95% TAP System of Record Periodic Inspection Contractor Management takes corrective action or assigns more resources if recurring.
9 Case Management (Cancellation)
5.3.12 The contractor shall not exceed a cancellation
rate of more than five percent for any individualized counseling or service at any single place of performance or throughout the enterprise.
95% Monthly Status Report Random Sampling Cost consideration or adjustment based on operational impact to the Government
10 Financial Counseling 5.5.7 Provide financial counseling to clients as follow-up to the Financial Planning for Transition class or at the request of the client. Ensure that only an Accredited/Certified Financial Counselor/Planner (refer to Technical Exhibit E
– Special Qualifications) provides financial counseling to clients.
100% TAP System of Record Random Sampling Cost consideration or adjustment based on operational impact to the Government
11 Capstone Counseling. 5.6.1 Schedule Capstone counseling no less than ninety (90) days prior to projected client transition date or as soon as possible for unprojected and unprogrammed losses, and in accordance with the distributive learning model, client tier level assignment, and this
PWS.
98% TAP System of Record Periodic Inspection Cost consideration or adjustment based on operational impact to the Government
12 Teach Curriculum in Group Setting
5.7 The contractor shall not exceed a cancellation
rate of more than five percent for any class at any single place of performance or throughout the enterprise.
95% Monthly Status Report Periodic Inspection Cost consideration or adjustment based on operational impact to the Government
13 Mobilization and Demobilization TAP events
5.8.2 & 5.15 Maintain consistent contact with the Office of the Chief of the Army Reserve (OCAR), National Guard Bureau (NGB), Installation Management Command (IMCOM) Headquarters (HQ), or any other designated command and solicit annual mobile TAP services requirements from OCAR and NGB and submit a report to validate requirements to the COR quarterly.
95% Monthly Status Report Periodic Inspection Cost consideration or adjustment based on operational impact to the Government
14 Maintain Operational Virtual Center (Email)
5.10.5 Resolve or answer client questions in e-mail
inquiries within two (2) days.
90% Monthly Status Report Periodic Inspection Contractor Management takes corrective action or assigns more resources if recurring.
15 Maintain Operational Virtual Center (Avg Wait)
5.10.6 Monthly average telephone wait time shall not
exceed fifteen (15) minutes.
95% Monthly Status Report Periodic Inspection Contractor Management takes corrective action or assigns more resources if recurring.
16 Virtual Center (Max Wait) 5.10.6 No individual client telephone call shall have a wait time longer than twenty (20) minutes.
95% Monthly Status Report Periodic Inspection Contractor Management takes corrective action or assigns more resources if recurring.
17 Local Customer Service 5.12.1 Physically operate reception areas to provide professional customer service and friendly reception to all clients seeking services, information, registration, scheduling, or otherwise visiting physical TAP centers, without clients waiting no more than fifteen (15) minutes to have questions answered or services rendered.
95% DGR Monthly Surveiliance
Periodic Inspection Contractor Management takes corrective action or assigns more resources if recurring.
18 Provide Information Technology Support
5.14.8 Resolve or escalate all TAP system of record
related trouble tickets within three (3) business day upon receipt.
90% TAP System of Record Random Sampling Contractor Management takes corrective action or assigns more resources if recurring.
DRAFT
19 Provide Special Misson TAP Services
5.15.9 Maintain a 90% customer satisfaction rate
based on the Government provided Customer Service Satisfaction Survey URL and QR Code at all mobile support missions.
90% TAP System of Record Random Sampling Contractor Management takes corrective action or assigns more resources if recurring.
DRAFT
PRS
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