PAST PERFORMANCE QUESTIONNAIRE.docx

PAST PERFORMANCE QUESTIONNAIRE

RFP NUMBER: 36C24221Q1304

TITLE: RTLS Asset Tracking Sustainment Services OFFER / QUESTIONNAIRE DUE DATE: August 27, 2021, by 4:00 pm ET

SECTION I: OFFERORS: COMPLETE requested information (Section I) and PROVIDE the questionnaire to the appropriate Respondent for each source of Past Performance Information mentioned in your Offer. The Respondent must have significant familiarity with the selected contract or subcontract to provide informed answers and comments about various aspects of the past performance.

NAME OF OFFEROR:

NAME OF PAST PERFORMANCE REFERENCE:

PAST PERFORMANCE CONTRACT NUMBER & DATES OF SERVICE:

DESCRIPTION OF SERVICE:

TOTAL AWARD PRICE:

SECTION II: RESPONDENT(S): COMPLETE the requested information (Section II) concerning the past performance of the above named Offeror relative to the referenced contract effort. To select the applicable response, double-click the box and select “Checked” for Default value.

NAME OF RESPONDENT:

TITLE/POSITION:

SIGNATURE:

(A) QUALITY OF SERVICE: For each section, please select the appropriate response as it pertained to your contract.

PREVENTIVE MAINTENANCE SERVICES: The Contractor shall deploy software updates and upgrades in the execution of RTLS preventive maintenance tasks. Additionally, the Contractor shall maintain and modify infrastructure system configurations to address functionality, security, or connectivity issues. Most RTLS application minor updates are released once or twice a year, while major updates are done annually. Updates to any individual application may vary in each period of performance but will collectively average out over time.

For this section, mark the box if the question applied to your contract. Double click the box and select “checked” as the default value.

|_| Was the Contractor required to perform modifications to RTLS software installations and operational configurations to maintain and improve system performance, and to detect and correct latent faults in software and hardware products before they become operative faults?

|_| Was the Contractor required to monitor the performance of the RTLS system, including system resources such as processor, memory and disk utilization and verify that performance thresholds are within nominal operating range, and take corrective action necessary to mitigate or relieve RTLS performance deviations and respond proactively to actionable alert and threshold notifications?

|_| Was the Contractor required to engage in an ongoing inspection of RTLS to identify operative and latent defects in RTLS functions, software scripts, and software and hardware configuration?

|_| Was the Contractor required to coordinate with the COR or other Government personnel to determine timing windows for patch / upgrade installations?

|_| Was the Contractor required to coordinate with VA POCs identified by the COR to shut down, reboot or restart RTLS systems (e.g., Intelligent InSites, CenTrak) and RTLS supporting Systems (e.g., SSOi), following VA or RTLS IT maintenance, recovery, or software patching?

|_| Was the Contractor required to verify correct operation of RTLS after every patch installation?

|_| Was the Contractor required to coordinate with VA POCs identified by the COR before backing out any operating system patch(es), if operating system patches were shown to interfere with RTLS operation?

Based on the selections above, would you rate Contractor’s performance as:

|_| Above Satisfactory |_| Satisfactory |_| Unsatisfactory (please enter specific comments if Above Satisfactory or Unsatisfactory)

Comments:

CORRECTIVE MAINTENANCE SERVICES: Corrective Maintenance is the reactive maintenance performed to identify, isolate, and rectify RTLS operating faults. Corrective Maintenance is applicable to both RTLS software and hardware.

For this section, mark the box if the question applied to your contract. Double click the box and select “checked” as the default value.

|_| Was the Contractor required to perform troubleshooting to identify and isolate faults causing any failure or degradation of service in RTLS software and hardware components and systems?

|_| Was the Contractor required to execute RTLS backup procedures in the event of RTLS primary software and hardware component service failures?

|_| Was the Contractor required to execute the appropriate RTLS recovery procedures following the restoration of RTLS primary services from a partial or full system failure?

|_| When the VA performed Federal Information Security Management Act (FISMA) compliance audits and Nessus scans monthly, did the Contractor address and resolve all security remediation and vulnerabilities identified within the timeframes specified below (select all applicable occurrences), starting from notification of findings?

|_| Critical – patches shall be tested and applied within 30 days.

|_| High – patches shall be tested and applied within 60 days.

|_| Moderate – patches shall be tested and applied within 90 days.

|_| Low – the System owner will determine the patching timeframe.

|_| Emergent – patches shall be tested and applied as soon as possible

|_| Based on the above question, the VA maintains a tracking database for all security scan findings and compliance audits. Did the Contractor update that database to indicate the status of issue resolution and/or the plan to resolve issues that will take longer to resolve, in case of delays beyond the Contractor’s control (e.g., a VA delay or vendor dependency for software patches)?

|_| Was the Contractor required to respond to and resolve notifications that RTLS servers, software and hardware are down or inoperable?

|_| Was the Contractor required to troubleshoot, isolate and repair connectivity and communication issues for data presented to, or received from, the Mule ESB?

|_| Was the Contractor required to coordinate with VA OIT to obtain the status of the VA wide area network (WAN) and wireless infrastructure upon which RTLS depends, to determine the operational impact on RTLS?

|_| Was the Contractor required to perform the provisioning, installation, configuration, update, or upgrade of RTLS hardware to correct latent faults, rectify operative faults, and restore nominal operations. The term provisioning refers to the planned allocation and distribution of available or acquired hard assets?

|_| Was the Contractor required to execute the provisioning and installation of substitute RTLS components into the operational RTLS system, upon the authorization of the VISN RTLS PM?

Based on the selections above, would you rate Contractor’s performance as:

|_| Above Satisfactory |_| Satisfactory |_| Unsatisfactory |_| Not Applicable

ADAPTIVE MAINTENANCE SERVICES: For RTLS adaptive maintenance, the Contractor shall execute modifications or supplementation of RTLS software maps and software/hardware configurations that adjust RTLS functions and operations to a new or modified deployment environment. The deployment environment may be modified because of new construction, changes to facility floorplans, or changes to the business use of facilities, rooms and other assets using RTLS. The VA will provide new drawings. The Contractor shall verify that modifications or supplementations are following VA RTLS Deployment Standards. The Contractor shall provide Intelligent Insites software configuration, such as regioning of map, map rendering, and Preparation work for locations. Contractor shall provide Centrak software configuration, hardware installation and verification. The contractor shall implement Centrak approved fingerprinting technology. The Contractor shall coordinate all activities such as software configuration in each system and the integration of data between systems. The Contractor shall obtain VISN PM authorization prior to implementing any RTLS modification or supplementation steps. The contractor shall update the Facility Hardware Deployment Design Document and Certified Space File (CSF).

Based on the above, would you rate Contractor’s performance as:

|_| Above Satisfactory |_| Satisfactory |_| Unsatisfactory |_| Not Applicable

(B) MANAGEMENT AND BUSINESS RELATIONS

Was contract Management efficient and responsive?

|_| Always |_| Most of the time |_| Sometimes |_| Never

Did the Contractor exhibit effective communication(s)?

|_| Always |_| Most of the time |_| Sometimes |_| Never

Did the Contractor exhibit reasonable and cooperative behavior?

|_| Always |_| Most of the time |_| Sometimes |_| Never

Was the Contractor flexible?

|_| Always |_| Most of the time |_| Sometimes |_| Never

Did the Contractor recommend effective solutions to problems?

|_| Always |_| Most of the time |_| Sometimes |_| Never

Did the Contractor exhibit a business-like concern for the interests of your Agency or Business?

|_| Always |_| Most of the time |_| Sometimes |_| Never

How would you generally rate the Contractor in the area of business relations?

|_| Outstanding |_| Good |_| Acceptable |_| Unacceptable

Enter Comments here for the above questions:

(C) CUSTOMER SATISFACTION

1. How would you rate the contractor based on Customer (end-user) satisfaction?

|_| Outstanding |_| Good |_| Acceptable |_| Unacceptable

2. Would you select this firm again? |_| Yes |_| No

End of Section II SECTION III: COMPLETED FORM MUST BE RETURNED TO THE VA CONTRACTING OFFICE PRIOR TO THE DUE DATE FOR RECEIPT OF PROPOSALS. THE OFFEROR MAY SUBMIT THE COMPLETED QUESTIONNAIRE ALONG WITH HIS/HER PROPOSAL; OR, THE RESPONDENT PROVIDING THE PERFORMANCE INFORMATION HEREIN MAY FORWARD THE COMPLETED FORM DIRECTLY TO THE CONTRACTING OFFICE, IF PREFERRED.

IN ALL CASES, THE COMPLETED PAST PERFORMANCE REFERENCES MUST REACH THE CONTRACTING OFFICE BY THE DATE AND TIME OFFERS ARE DUE. THE GOVERNMENT BEARS NO RESPONSIBILITY TO ASSURE QUESTIONNAIRES ARE PROPERLY RECEIVED.

POC: Brad Mills Contracting Officer

NCO 02

Montrose, NY Phone: (914) 737-4400 x202074 Email (preferred): William.Mills4@va.gov