Attachment1.doc

Attachment 1

Incentive/deduction calculations and payments will become effective during the third quarter of this contract and quarterly thereafter.

Performance for the parking services will be evaluated by the following:

· Timeliness in responding to employee requests for assisted parking Employees should not have to wait longer than three (3) minutes from the time of notifying parking attendant for assistance with stack parking until they can leave from their parking space without obstruction.

The performance level will be assessed by counting the total number of complaint/compliments and observation deficiencies/exceptional observations in a quarter. The contacts may be made through customer phone, letter and/or email. Observations will be conducted on an unannounced periodic basis during each quarter by the PO or his/her designee. The levels of performance and their associated Incentive/Deductions for compliance with the 3 minute goal are listed below. The observation sheet may be found in the attachment section.

Level of Performance

Incentive/Deductions

7 or more complaints/observation deficiencies

-$20,000

3 - 6 complaints/observation deficiencies

-$10,000

0 - 2 complaints/observation deficiencies

0 - 2 compliments/exceptional observations

3 - 6 compliments/exceptional observations

+$10,000

7 or more compliments/exceptional observations

+$20,000

· Parking Customer Service

Outstanding customer service should be provided by the parking attendants. Parking customer service will be measured using the NIH Attendant-Assisted Parking Survey and may be found in the attachments. Either survey instrument (Manual and/or Internet Version) may be used at the discretion of the Government.

Customer surveys will be distributed to no less than 30 customers on an unannounced basis during each quarter. These customers will be selected based on a convenience sample of those using the parking services.

The NIH Attendant-Assisted Parking Survey customer service score will be based on an average of all respondents answers to the eight (8) rating scale items on the survey. Each of the eight (8) items will be equally weighted. The customer service quarterly rating will be based on an average of the ratings for the eight (8) items. This average will be converted to a percentage and used as the quarterly level of performance. The levels of performance and their associated Incentive/Deductions are listed below.

30-39%

40-49%

-$13,000

50-59%

-$7,000

60-69%

70-79%

+$7,000

80-89%

+$13,000

90-100%

+$20,000

· Maintenance and Repair of Parking Meters Parking customers are required to pay for metered spaces from 7:00 a.m. until 7:00 p.m. Monday through Friday. Meters must be maintained to ensure the correct amount of time per coins insert by the customers. Meters not operating in this fashion will be considered inoperable. In addition, meters will be considered inoperable when they do not function due to such things as jamming and other mechanical problems.

The performance level will be assessed by counting the total number of customer complaint and observation deficiencies in a quarter. These contacts may be made through customer phone calls, letters and/or emails. Observations will be conducted on an unannounced periodic basis during each quarter by the PO or his/her designee. The performance level will be determined by counting the total number of complaints and observation deficiencies in a quarter. The levels of performance and corresponding incentives/deductions are listed below:

6 or more complaints/observation deficiencies

1 - 5 complaints/observation deficiencies

No complaints/observation deficiencies

+$20,000

· Contract Management/Other Forms of Customer Complaints/Compliments Other forms of complaints and compliments from customers, including the Project Officer, of the Parking Service will be taken into consideration during the administration of this contract.

The performance level will be assessed by counting the total number of complaints/compliments and observation deficiencies/exceptional observations in a quarter. These contacts may be made through customer phone calls, letter, emails and comments from the NIH Attendant-Assisted Parking Survey. The levels of performance and their associated Incentive/Deductions for contract management are listed below:

7 or more complaints/observation deficiencies

3 - 6 complaints/observation deficiencies

-$10,000

0 - 2 complaints/observation deficiencies

0 - 2 compliments/exceptional observations

3 - 6 compliments/exceptional observations

+$10,000

7 or more compliments/exceptional observations

+$20,000

· Receipt of Reports and Complaint Responses (NTE 20K or -$20K)

The contractor will submit all reports to the Government Project Officer within five (5) days via email and occasionally hard copy when requested.

The contractor will respond via email to comments and complaints from patrons to the Government Project Officer (PO) or representative within 24 hours of notification by the Government, unless Government officials request an immediate response depending on the severity of the incident.

Level of Performance Incentive/Deductions 4 or more reports/responses late -$20,000

1 - 3 reports/responses late 0

No late submittals of reports/responses + $20,000

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