PWS - Attachment A - Service Delivery Summary.pdf

PWS - Attachment A -IDIQ Service Delivery Summary

The definition of violation, as referenced throughout the table below, is as follows: Violations are actions determined to be non-compliant with the established performance standards, to include, but not limited to, errors (including grammatical errors), omissions, or delayed deliveries.

Performance

Requirement Performance Standard Acceptable Quality Level (AQL) Incentive/Disincentive

Inspection

Method

Documentation

▪ Documentation information provided is accurate, clear, complete, consistent, and contains the appropriate level of detail.

95% timely submission with each document having no more than two errors

▪ CPARS assessment ratings.

Customer

Input

Deliverables

▪ Data deliverables are produced using prescribed formats, software tools, and software versions as agreed to by the Government. All deliverables meet professional standards for technical writing and the requirements set forth in the contract.

95% timely submission with each document having no more than two errors. Revisions submitted for approval within five days of government notification

▪ CPARS assessment ratings.

Customer

Input

Tasks Support ▪ Provide all required support for tasks listed in PWS. ▪ No more than 2 violations per month.

Documentation

Updates and

Storage/Repository

▪ Electronic versions of all documentation in the required format shall be posted/stored within the mutually established timeframe in the required artifact repository/tool location and shall be available for Government review at all times as required. ▪ No more than 2 violations per month.

Achieving Actions

▪ 100% attendance and active participation in all events as required.

▪ 100% of presentations and communications shall be coordinated as required and shall be clear, effective, concise, and organized.

▪ 100% of PWS activities shall be tailored specifically for subject matter needs and shall result in the team’s ability and empowerment to achieve documented action items and milestones.

▪ No more than 2 violations per month.

Project Planning and

Management

▪ The contractor shall develop, document, and maintain project plans 100% compliant with federal governing regulations, policies, directives, guidance and industry practice.

▪ 100% of project plans shall include the identification of applicable responsibilities, timelines, deliverables, risks, milestones and other elements as required.

▪ 100% of plan schedules and activities shall be coordinated with ▪ No more than 2 violations per month.

▪ CPARS assessment ratings.

all required participants.

▪ All issues impacting project schedules shall be communicated to government staff within one business day after determination of impact.

▪ 100% of project plans shall be updated weekly.

Inquiry Response

▪ Respond to all customer inquiries NLT 24 hours after inquiry receipt. ▪ No more than 2 violations per month.

Security Incident

Notification and

Resolution

▪ 100% of security incidents shall be reported within one hour of detection to the COR.

▪ No allowable violations per month.

Monthly Status

Report

▪ 100% complete with all required appendices.

▪ 100% accurate.

▪ Submitted no later than (NLT) 15th calendar day of month following the reporting period and submitted concurrent with the monthly invoice. ▪ No more than 1 violation per month.

Monthly Invoice

▪ 100% complete with all required supplemental information.

▪ 100% accurate.

▪ Submitted no later than (NLT) 15th calendar day of month following the reporting period and submitted concurrent with the monthly status report.

▪ No more than 2 violations the first 2 months.

No allowable violations for the remainder of the contract/order.

Personnel Availability

▪ 100% contractor personnel availability during required daily core hours or specific CLIN required schedules (with the exception of coordinated absences).

▪ The contractor is responsible for resource substitution/coverage when a coordinated is greater than five consecutive work days. ▪ No more violation per month.

▪ CPARS

assessment ratings.

Personnel Retention

▪ 100% compliance with staffing requirements identified in TO

PWS.

▪ No violations per month.

Customer

Input

Work/Task Product

Activities

▪ All performance support activities shall be conducted in accordance with governmental & organizational standards, policies, directives, standard operating procedures, work instructions, processes & guidance.

▪ No more than 2 violations per month.

▪ Each violation may be reflected as such within the CPARS assessment.