PP_Customer_Satisfaction_Survey.xlsx

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Attached to
Police Advisors, Corrections Advisors and Administrative Support
Solicitation number
SAQMMA16R0086
Issued by

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Past Performance Customer Survey

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Customer Satisfaction Survey

PAST PERFORMANCE CUSTOMER SATISFACTION SURVEY
Introduction: The United States Department of State (DOS) is currently conducting a competitive procurement to recruit police advisors and other staff in Mexico, for which the prospective offeror [insert name of company] has been requested to identify Government agencies with whom it is currently or has been recently under contract, to serve as potential references on its past performance record. You are being asked to complete the attached Contractor Past Performance Survey. You may also be contacted by a DOS procurement official to arrange a telephone interview, using the survey as the focal point of the interview. To ensure frank and open evaluations and expressions of opinions by evaluators, all parties are advised that the identity of respondents completing the survey will be held in confidence and will not be released or disclosed to the contractor or outside the Government.
Instructions: Please complete all areas of this form indicated in light yellow.
PART I - CONTRACT INFORMATION
a. Contractor:
b. Customer Name (Federal Agency or Other):
c. Technical Point of Contact Information
i. Name:
ii. Telephone Number:
iii. Facsimile Number:
iv. E-mail Address:
v. Mailing Address:
vi. Position Title/Grade:
d. Contract Number:
e. Type of Contract(Select responses from drop down menu)
i. Negotiated or Sealed Bidding:
ii. Competitive or Non-Competitive:
iii. Firm-Fixed-Price, Cost-Plus, Time-and-Materials/Labor Hour, Hybrid, or Other:
iv. Indefinite Quantity, Requirements, or neither:
f. Contract Period of Performance:
h. Initial Contract Value: $
i. Current (or Completed) Contract Value: $
j. Brief Description of the Contract Requirement:
PART II - GOVERNMENT PAST PERFORMANCE/CUSTOMER SATISFACTION EVALUATION
EVALUATION CRITERIA
EXCELLENT: Indicates the Contractor's performance within the area of evaluation clearly and consistently exceed contractual requirements.
SATISFACTORY: Indicates the Contractor's performance within the area of evaluation met the contractual requirements.
MARGINAL: Indicates the Contractor's performance within the area of evaluation experienced minor problems for which solutions were satisfactory.
UNACCEPTABLE: Indicates the Contractor's performance within the area of evaluation experienced serious problems. The Contractor is/was in danger of being unable to satisfy contractual requirements and timely recovery is not likely or did not occur.
EVALUATION AREA 1: TECHNICAL SERVICES
(Select the rating that applies from drop down menu)
Overall understanding of and ability to provide personnel:
Overall understanding of and ability to provide logistical and technical support services to Mexico:
Overall ability to integrate and manage team partners to ensure successful mission performance:
Overall ability to provide professional employees with applicable professional certifications within the prescribed timelines:
Overall ability to promote an environment with highly rated customer service:
Overall experience in planning, directing and managing recruitment of highly qualified personnel and logistics:
Overall ability to coordinate and integrate work to prevent unnecessary duplication of services and minimize disruptions to contract timelines
Overall effectiveness in program, risk, quality, performance management capabilities:
EVALUATION AREA 2: QUALITY OF SERVICES
(Select the rating that applies from drop down menu)
Overall ability to proactively and aggressively perform contract requirements:
Effectiveness of the contractor's training program and performance skills:
Ability to retain qualified personnel on the project:
Timeliness in filling open positions:
Effectiveness and reliability of contractor's key personnel:
EVALUATION AREA 3: TIMELINESS OF PERFORMANCE
(Select the rating that applies from drop down menu)
Overall performance in planning, scheduling, and monitoring:
Completion of major milestones on schedule:
Timely completion of efforts within period of performance:
EVALUATION AREA 4: PRICE/COST CONTROL
(Select the rating that applies from drop down menu)
Quality, completeness, and accuracy of price/cost proposals/invoices:
Accuracy and timeliness of cost reports:
Ability to perform within negotiated costs/prices:
Ability to provide innovative solutions that resulted in cost savings:
EVALUATION AREA 5: BUSINESS RELATIONS
(Select the rating that applies from drop down menu)
Ability to effectively manage contract:
Ability to work in collaboration with other contractors towards a common goal:
Ability to choose and manage quality subcontractors:
EVALUATION AREA 6: CUSTOMER SATISFACTION
(Select the rating that applies from drop down menu)
Maintains a single effective point of contact to manage and resolve problems:
Effectiveness in interfacing with personnel in your organization:
Overall ability to resolve performance issues:
EVALUATION AREA 7: OVERALL CONTRACT PERFORMANCE
(Select the rating that applies from drop down menu)
Based on this contractor's overall performance, would you award this contractor another contract?
COMMENTS (Please include any additional comments concerning the past performance of the contractor):
Thank You for completing this past performance evaluation. Please email the completed survey to the following address:
U. S. Department of State
Office of Acquisition Management
ATTN: Ms.Katherine Lugo
E-MAIL ADDRESS: Weakley-lugokf@state.gov

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