PWS_Attachment_2-Performance_Requirements_Summary.pdf
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- Solicitation number
- 140L0624Q0045
About this file
This document is a Performance Requirements Summary that outlines the key performance objectives and thresholds for a federal contract to provide fee collection services at the Red Rock Canyon National Conservation Area. The contractor is required to perform tasks such as accurately selling and accounting for interagency passes, providing correct change, communicating with the Bureau of Land Management (BLM), maintaining proper cash handling procedures, and delivering good customer service. Performance thresholds and methods of surveillance are defined for each objective, with the goal of ensuring mission-critical requirements are met. This document is associated with Solicitation Number 140L0624Q0045 issued by the Department of the Interior Bureau of Land Management National Office for Red Rock Canyon National Conservation Area Recreation Fee Collection Services.
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PWS Attachment 2 - Performance Requirements Summary
The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.
Performance Objective Standard Performance Threshold
Method of Surveillance
The contractor shall provide the accurate product that was purchased or issued.
Interagency Standard Operating Procedure for current calendar year America the Beautiful, The National Parks and Federal Recreational Lands Pass
RRCNCA Fee Station Standard Operating Procedures
No more than 3 customer complaints per month.
Validated customer complaint
The contractor shall provide the correct change due to a customer.
RRCNCA Fee Station Standard Operating Procedures
No more than 3 customer complaints per month.
Validated customer complaint
If a refund is warranted, the contractor shall contact recreation.gov the day of to initiate the refund. BLM will be made aware of refunds.
RRCNCA Fee Station Standard Operating Procedures
No more than 2 instances of not processing refunds or communicating with
BLM.
Validated customer complaint
The contractor will communicate with BLM anytime dispatch is called.
RRCNCA Fee Station Standard Operating Procedures
No more than 3 instances per performance year.
100 Percent Surveillance
The contractor will communicate in a concise and professional manner when communicating with dispatch.
RRCNCA Fee Station Standard Operating Procedures
No more than 1 instance per performance year.
100 Percent Surveillance
The contractor will communicate with BLM anytime emergency vehicles enter the Scenic Drive.
RRCNCA Fee Station Standard Operating Procedures
No more than 3 instance per performance year.
Random Sampling
The contractor will communicate with BLM anytime the software or systems are non-functional and when they return to functionality.
RRCNCA Fee Station Standard Operating Procedures
No more than 1 time per month.
100 Percent Surveillance
The contractor will communicate with BLM anytime the internet is non-functional.
RRCNCA Fee Station Standard Operating Procedures
No more than 1 time per month.
100 Percent Surveillance
The contractor will use proper radio etiquette when communicating with BLM staff and only conduct business on approved channels.
RRCNCA Fee Station Standard Operating Procedures
No more than 1 time per month.
Periodic Surveillance
The contractor will ensure the fee station is open at the posted times and closed no earlier than the posted times.
This includes the physical booths and the operating systems.
RRCNCA Fee Station Standard Operating Procedures
No more than 1 time per performance year.
Periodic Surveillance
The contractor will ensure cashier funds are accounted for at the start and end of each shift.
RRCNCA Fee Station Standard Operating Procedures
No more than 1 time per performance year.
100 Percent Surveillance
The contractor will ensure that all interagency passes are accounted for at the start and end of each shift.
RRCNCA Fee Station Standard Operating Procedures
No more than 1 time per performance year.
100 Percent Surveillance
The contractor will follow standard operating procedures for voiding out, exchanging, and upgrading interagency passes.
Interagency Standard Operating Procedure for current calendar year America the Beautiful, The National Parks and Federal Recreational Lands Pass
RRCNCA Fee Station Standard Operating Procedures
No more than 1 time per performance year.
100 Percent Surveillance
Changes to operating procedures will be suggested to BLM for approval and implementation.
RRCNCA Fee Station Standard Operating Procedures
No more than 1 time per performance year.
100 percent surveillance
The contractor will provide a friendly greeting and welcome.
RRCNCA Fee Station Standard Operating Procedures
No more than 1 customer complaint per month.
Validated customer complaint
The contractor will provide accurate information to visitors.
RRCNCA Fee Station Standard Operating Procedures
No more than 1 customer complaint per month.
Validated customer complaint
The contractor will sell or issue the most appropriate interagency pass to visitors.
Interagency Standard Operating Procedure for current calendar year America the Beautiful, The National Parks and Federal Recreational Lands Pass
RRCNCA Fee Station Standard Operating Procedures
No more than 1 customer complaint per month.
Validated customer complaint
The contractor will change the entrance signs as needed.
RRCNCA Fee Station Standard Operating Procedures
No more than 3 instances per month.
Periodic Surveillance
The contractor will keep track of and communicate when there are fee runners. (Those who bypass the booths without paying).
RRCNCA Fee Station Standard Operating Procedures
No more than 3 instances per month.
100 Percent Inspection
The contractor will have funds and reports ready and accurate for BLM deposits on scheduled days.
Department of the Treasury Manuel of Procedures and Instructions for Cashier’s (Cashier’s Manuel)
DOI Cash Management Handbook
BLM 1372Col – lections
RRCNCA Fee Station Standard Operating Procedures
No more than 1 instance per month.
100 Percent Inspection
The contractor will inform BLM of an employee departure and return all federal property.
1.4.7. Performance Work
Statement
No more than 3 instances per performance year.
100 Percent Inspection
The contractor will submit to formal and informal audits of funds, passes, or operations
Department of the Treasury Manuel of Procedures and Instructions for Cashier’s (Cashier’s Manuel)
DOI Cash Management Handbook
BLM 1372Col – lections
RRCNCA Fee Station Standard Operating Procedures
No more than 1 instance per performance year.
Periodic Surveillance
The contractor will adhere to money handling procedures described in Department of the Treasury, DOI and BLM regulations and SOPs.
Department of the Treasury Manuel of Procedures and Instructions for Cashier’s (Cashier’s Manuel)
DOI Cash Management Handbook
BLM 1372Col – lections
RRCNCA Fee Station Standard Operating Procedures
No more than 1 instance per performance year.
Periodic Surveillance
Contractor will ensure BLM funds and interagency passes are secure.
Department of the Treasury Manuel of Procedures and Instructions for Cashier’s (Cashier’s Manuel)
DOI Cash Management Handbook
BLM 1372 - Collections
RRCNCA Fee Station Standard Operating Procedures
No more than 1 instance per performance year.
Periodic Surveillance
Contractor will provide good customer service and conflict resolution.
RRCNCA Fee Station Standard Operating Procedures
No more than 1 customer complaint per month.
Valid Customer Complaint
Contractor will staff fee station appropriately for the high season and busier days and times.
RRCNCA Fee Station Standard Operating Procedures
No more than 3 instances per month.
Periodic Surveillance
Contractor will provide traffic flow assistance as needed to assist with congestion and safety.
RRCNCA Fee Station Standard Operating Procedures
No more than 3 instances per month.
Periodic Surveillance
Contractor will answer main phone number and provide friendly and accurate visitor information assistance.
RRCNCA Fee Station Standard Operating Procedures
No more than 1 customer complaint per month.
Valid Customer Complaint
Contractor will conduct business according to safety standards and inform the BLM of any safety concerns.
RRCNCA Fee Station Standard Operating Procedures
No more than 3 instances per month.
Contractor will ensure the continuity of business
RRCNCA Fee Station Standard Operating Procedures
No more than 1 instances per month.
100 Percent Inspection
Contractor will communicate issues using the appropriate chain of command
RRCNCA Fee Station Standard Operating Procedures
No more than 1 instances per month.
100 Percent Inspection
The contractor will regularly meet with the BLM to provide updates and share information based on an agreed upon schedule.
RRCNCA Fee Station Standard Operating Procedures
No more than 1 instances per month.
100 Percent Inspection
The contractor will hire and on-board employees in accordance with BLM procedures.
1.4.7. Performance Work
Statement
No more than 2 instances per performance year.
100 Percent Inspection
The contractor will adhere to conservation rules and leave no trace principles.
Feeding the squirrels at fee station
Empty pallets piled up
No more than 1 instance per month.
Periodic Surveillance
The contractor will fill out and sign required documents in a timely manner.
RRCNCA Fee Station Standard Operating Procedures
No more than 1 instance per month.
Radom Sampling
The contractor will answer requests for information from BLM in a timely manner.
RRCNCA Fee Station Standard Operating Procedures
No more than 1 instance per month.
Random Sampling
The contractor will keep track of government property in use, stored or returned.
Includes EMV equipment, passes.
No more than 1 instance per performance year.
Random Sampling
The contractor will run the fee station according to BLM provided operating procedures.
RRCNCA Fee Station Standard Operating Procedures
No more than 3 instances per month.
Periodic Surveillance
Contractor will ensure all employees have active PIV cards and are always worn.
1.4.7. Performance Work
Statement
No more than 2 instances per month.
Periodic Surveillance
The contractor will ensure all employees are wearing a clean uniform that includes a name tag and the PIV card.
1.4.12. Performance
Work Statement
No more than 2 instances per month.
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