Attachment_5_Performance_Metrics.pdf

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Attachment 5 – Performance Metrics

RFQ – SFSIAQ17QR0005

AV

Performance Metrics

The following represents the criteria and satisfactory levels on which the government will base the annual evaluation of contractor performance. The issuance of this task order will be closely monitored by the Contracting Officer Representative (COR) and/or Government Technical

Monitor (GTM) throughout the task order period of performance and will be reported on at a minimum one time annually at the conclusion of each base and option year period. The evaluation will be considered as one of the determining factors of exercising the next available option year period. Listed below are the performance metrics by which the contractor will be evaluated in addition to the contractor’s adherence to Performance Work Statement (PWS) requirements.

Very good is the minimum standard to be considered successful.

Ratings and Definitions

Ratings Definitions

Excellent Performance meets contractual requirements and exceeds many to the

Government’s benefit. The contractual performance of the element or sub-element being assessed was accomplished with few minor problems for which corrective actions taken by the Contractor were highly effective.

Very Good Performance meets contractual requirements and exceeds some to the

Government’s benefit. The contractual performance of the element or sub-element being assessed was accomplished with some minor problems for which corrective actions taken by the Contractor were effective.

Satisfactory Performance meets contractual requirements. The contractual performance of the element or sub-element contains some minor problems for which corrective actions taken by the Contractor appear or were satisfactory.

Marginal Performance does not meet some contractual requirements. The contractual performance of the element or sub-element being assessed reflects a serious problem for which the Contractor has not yet identified corrective actions. The

Contractor’s proposed actions appear only marginally effective or were not fully implemented.

Unsatisfactory Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance of the element or sub-element contains a serious problem(s) for which the Contractor’s corrective actions appear or were ineffective.

Evaluation Criteria and Means

The following represents the criteria and means on which the Government will base the annual evaluation of Contractor performance:

Quality

Criteria:

Each individual staffed on the contract effectively meets the requirements of their position as it is detailed in the Performance Work Statement.

Means:

The COR/GTMs will direct weekly meetings with AVF staff to discuss business at which time staff will report on their duties. Also, the COR/GTMs will interact with staff on a daily basis and observe their performance and conduct. They will consider input from other FSI staff to ensure that Contractor staffs are meeting contractual obligations with effective performance and sound conduct, and will act accordingly and document as necessary.

Contractor will be judged to be successfully performing the Professional Services

Support if the following items are completed successfully, including but not limited to:

a. Demonstrating that the services performed and/or completed supports and fully aligns with the government-specified specifications/requirements provided by the project stakeholders and approved specifications set by the COR/GTM for the project.

b. All technical aspects within the project (systems, products and/or materials) are fully functioning (e.g., building components & systems, security, IT, A/V, etc.).

c. Projects are fully compliant and adhere to all relevant

Department of State, State and Federal technical policies, requirements, guidelines, and/or laws.

Criteria:

Each individual staffed on the Contract provides effective customer service to the internal FSI clients of this contract staff as per their duties in the Performance Work

Statement. Most positions called for in this Contract require interfacing daily with internal FSI customers. Accordingly, this Contract will be evaluated on the overall customer service skills of its staff.

Oral or written input provided to and by FSI/EX/AVF will be reviewed and utilized to evaluate the customer service provided by the contractor staff.

Timeliness of Performance/Cost Control

Criteria:

Any pertinent AVF projects assigned by the COR/GTMs will be thoroughly documented in technical specifications and supported within project plans and completed by assigned deadlines, barring sufficient justification to do otherwise.

Means

Projects requiring deadlines will be assigned in writing by the COR /GTMs for which

Contract staff will provide technical specifications, project plans, and timely status updates in writing as necessary and written notification upon approval. Any proposed justifications for extending the deadline will be requested in writing to the COR who will then approve or disapprove the extension in writing. COR will make note of any projects not meeting deadlines without approval.

Criteria:

Billable labor hours do not exceed 8 daily hours and 40 weekly hours per individual within a daily time span of from 7:30am and 5:45 pm unless directed by the

Contracting Officer or the Contracting Officer Representative.

Review of pertinent attendance reports required within Performance Work Statement and a monthly review and approval of new invoices by the COR/GTM as is required by the

Government. Approval of additional hours will be communicated by the Government

COR in writing.

Business Relations

* The Contractor shall provide monthly status reports electronically to the Contracting

Officer Representative and GTMs. Reports for the previous month shall be provided within five (5) business days at the beginning of the following month (ex: June reports will be due at the beginning of July) and shall include:

- Synopsis of all task orders received during the month

- Outstanding issues pending

- Anticipated problems during the upcoming month

- Summary of task orders and remaining funds on each order Criteria: In addition to monthly status reports and periodic meetings, the Contractor shall provide quarterly reports, which shall detail the previous quarter's staffing for each CLIN, including turnover rates, and the Contractor's success in meeting, exceeding or failing to meet the specified performance objectives.

Means:

COR/GTM will store reports in the contract binder and/or electronically and will make note of any reports not meeting the defined requirements. If any reports are found to be lacking required information, the COR/GTM will contact contract management in a timely manner for a remedy.

Issues regarding the performance or conduct of contract staff - either raised by the

Government or discovered by contract management - are dealt with in a reasonably prompt and effective manner by contract management.

COR/GTM will document all related communications and use his/her best judgment as to whether an issue was duly and effectively handled by contract management and will work with contract management for satisfactory solutions which fit within the Performance Work Statement

When replacements to currently budgeted staff are needed or the Government requests additional staff provided for in the contract, contract management act with reasonable promptness and effectiveness to consider and hire quality personnel. The

Government reserves the right to review the resumes of prospects that the Contractor considers to be best qualified, request to meet selections of those candidates, and to provide an opinion to the Contractor regarding those candidates.

The COR/GTM will document on the timeliness of the Contractor's response to filling a vacancy need. When positions are filled directly by the company, the company will be evaluated on the performance of their staff and the amount of performance deficiencies/turnover with contractor staff.

Issues regarding Contract administration either raised by the Government or discovered by Contract management are dealt with in a reasonably prompt and effective manner by contract management.

COR/GTM will document all related communications and identify whether an issue was duly and effectively handled by contract management. This will include proper notification and coordination with the COR to ensure minimal programmatic impact.