SOW.pdf

Indefinite Delivery/Indefinite Quantity (IDIQ) Contract for professional services in support of

DoN' Real Property System and DoN's Financial Management Systems

SCOPE OF WORK

This contract is to obtain professional services in support of Naval Facilities Engineering

Command (NAVFAC) Department of Navy (DoN) Real Property management system

(iNFADs), and DoN financial management systems. The work is located in various locations, performed predominantly in NAVFAC’s area of responsibility (AOR) to include overseas locations. Specific locations will be designated within each order. This award will be a Labor

Hour, Indefinite Delivery Indefinite Quantity (IDIQ) contract with provisions for Firm Fixed- Price and/or Time and Material Orders and will be awarded to a Woman Owned Small Business

(WOSB). The selected firm will provide the required services by the issuance of individual

Task Orders. The estimated value of the total orders issued under this contract is not to exceed $40,000,000, inclusive of all options, if exercised. The workload may fluctuate with changes in the number and types of projects in various stages of implementation and in response to DoN’s decisions to expand the program. The contractor must be flexible and able to surge to respond to these workload challenges.

The contractor shall bring professional knowledge, skills, and experience to include but not limited to Real Property management and NAVFAC/CNIC systems. The contractor shall provide advice and assistance to the DoN and conduct the necessary research and analysis to present

DoN decision-makers with accurate and relevant information. The contractor will bring best business practices from the private sector to assist the DoN with all aspects to manage all real property, from initial acquisition and receipt, through accountability and custody, until formally relieved of accountability (i.e. through disposition, or through a completed evaluation and investigation for property loss). This includes any system support to Navy’s real property management system, Internet Naval Facilities Assets Data Store (iNFADS), Regional Shore

Installation Management System (RSIMS), Interoperable Enterprise Facilities Management

Gateway and Reporting System (ieFACMAN), Inventory Real Estate (InventoryRES), and financial management systems (Facilities Information System(FIS)/Standard Accounting and

Reporting System (STARS), Standard Accounting, Budgeting, and Reporting System

(SABRS), Command Financial Management System (CFMS), CFMS-Lite, Navy Enterprise

Resource Planning (ERP), G-invoicing). The work includes technical advisory services to the

Shore Enterprise management organizations component commands for the purpose of providing professional services and support in operational management and financial impact areas.

The contractor will provide innovative recommendations to respond to changing circumstances consistent with the DoN approach: assisting and drafting procedural guidance; recommend strategies to respond to a variety of stakeholders; prepare briefings; participate in meetings;

and provide information technology support for databases, web-enabled solutions and other information resources as necessary for capturing reporting data, benchmarking future decision making, and institutionalizing lessons learned.

C.1 Real Property Accountability Background

(a) Executive Order (EO) 13327 (Federal Real Property Asset Management) defines real property as “any real property owned, leased, or otherwise managed by the Federal government, both within and outside the U.S., and improvements on federal lands. Per Title 10 United States

Code §2721 Real Property Records, property records will be maintained on a quantitative and monetary basis. Implementing policy in DoDI 4165.14 (Real Property Inventory and

Forecasting) requires that the Military Departments and Washington Headquarters Service

(WHS) will maintain an accurate and complete RPI for all unclassified real property assets (land and facilities) in which they have a legal interest.

(b) Implementing policy and guidance contained in SECNAV Memorandum (Real Property

Accounting Interim Guidance: Accountability Threshold and Prefabricated Structures, dated 16

Nov 2018), CNICINST 11010.5B CH-1 (Real Property Inventory Management and

Accounting) and DoDI 4165 (Real Property Inventory and Forecasting) required maintenance of an accurate and complete inventory for all unclassified real property assets in which the DoN has a legal interest.

(c) Internet Navy Facilities Asset Data Store (iNFADS) is the Accountable Property System of

Record for the DoN, and its job is to provide the Department of Defense with authoritative real property data for DoN real property.

C.2. Financial Systems

NAVFAC currently operates with myriad business systems which require support to be updated for transitions in accordance with leadership guidance. These transitions will significantly modify several processes within NAVFAC’s mission around project/contract management process, and associated computer data system interfaces, e.g., budgetary, general ledger, project scheduling, asset lifecycle support, equipment maintenance and contract award systems.

C.3. Scope and Objectives

(a) The contractor shall provide project/program management support services as defined in this

Performance Work Statement (PWS). The contract will be issued and administered by NAVFAC

Atlantic, Norfolk, VA. Warranted contracting officers within the NAVFAC/CNIC AOR may request ordering authority.

(b) The contractor shall provide project/program management support services to assist with oversight, management, and execution of real property inventory.

(c) The contractor shall provide requisite skills and experience in systems implementations, along with extensive functional and technical knowledge of NAVFAC financial management processes and systems. In addition, the contractor shall assist with the financial execution and any potential systems transitions. The contractor must have qualified personnel on staff with extensive SABRS, N-ERP, and

DON financial system implementation experiences.

C.4. General

(a) Quality Control (QC): The contractor shall develop and maintain an effective quality controls program to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractor’s quality control program is the means by which the contractor assures that work complies with the requirements of the contract.

(b) Quality Assurance (QA): The government shall evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan. This plan is primarily focused on what the government must do to ensure that the contractor has performed in accordance with the performance standard. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

(c) Contractor Work Force: The contractor is fully responsible, within the limitations of their contract, to organize furnish, maintain, supervise and direct a work force at its home and field offices. The majority of the prime contractor workforce shall have a presence in the National

Capital Region to support NAVFAC HQ. But, support to field offices may be needed.

Approval for work to be executed outside of the NCR will be obtained at the task order level, as required. The contractor must at all times maintain an adequate work force for the uninterrupted performance of all tasks defined with in this statement of work concurrently at multiple NAVFAC field offices to meet the government’s needs. When hiring personnel, he contractor shall keep in mind that the stability and continuity of the work force are essential.

(d) Security Requirements: Key Personnel must have current Secret clearance at time of award.

(e) Physical Security: The contractor shall be responsible for safeguarding all government property provided for contractor use. The contractor shall be responsible for safeguarding all government and private partner business sensitive information at all times.

(f) Post Award Conference/Periodic Progress Meetings: The contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5. The Contracting Officer, Contracting Officer Representative (COR), and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor’s performance. At these meetings, the Contracting Officer will apprise the contractor of how the government views the contractor’s performance and the contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the government.

(g) Identification of Contractor Employees: All contract personnel attending meetings, answering Government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed. Contractor employees with assigned duties requiring on-site performance must meet the requirements to obtain a Department of Defense building pass. Contractor employees requiring use of government computers/networks must meet the criteria required to obtain a Common Access Card.

(h) Contractor Travel: Contractor personnel may be required to travel OCONUS and CONUS.

Contractor travel shall be subject to amounts, limitations and restrictions specified in Section B.

Task orders that require a contractor employee to travel away from the normally assigned duty stations for periods of more than 30 days may be authorized periodic return travel to the normal duty station at government expense. Round trips will be negotiated on individual task orders.

The government may authorize more or less frequent return travel based on costs or mission requirements. Travel for personal convenience to and from work, and travel from the contractor’s office(s) to Government offices in the greater metropolitan Washington area or local commuting area for the NAVFAC field offices, shall not be reimbursed.

C.5. Statement of Work

SPECIFIC CONTRACT TASKS

C.5.1. Basic Services: The contractor shall provide Professional Support to the Commander

Navy Installations Command (CNIC) (also referred to as BSO 52 throughout this document) and Naval Facilities Engineering Systems Command to include Headquarters, Echelon 3

(NAVFAC Atlantic and NAVFAC Pacific), Echelon 4 (Facilities Engineering Command), and

Public Works Department (PWD) and Facilities Management personnel as defined in this performance work statement. Work will be performed at the NAVFAC HQ and Echelon 3 and

4 offices, various Navy and Marine Corps installations, and other locations, as they may be necessary to accomplish required tasks.

C.5.1.1. Innovation: Given the evolving nature of technology, the contractor shall identify innovative concepts for capturing and maintaining DoN Real Property information.

Contractor shall demonstrate initiative by promoting best practices and making recommendations related to management, policy, procedure that will improve program operations and objectives.

C.5.1.2 Professional Expertise: Contractor shall provide critical assistance and analysis to oversee and account for DoN real property throughout the life cycle. The contractor shall bring to the program the professional knowledge, skills, and experience in recording, reporting, and managing Navy real property portfolio. Contractor shall provide advice and assistance to the government in decision making regarding DoN real property and related processes, procedures, policies and guidance. The contractor shall conduct necessary research and analysis to present decision makers with accurate and relevant strategies and execution approaches, informed by historical trend and detailed knowledge of the operating environment.

C.5.1.3 Expansion and Surge Capabilities: Contractor shall be able to provide one or more field teams at various DoN locations for limited time periods to accomplish assigned tasks as requested. Multiple teams may be required to simultaneously execute tasks at different installations. The workload will fluctuate as priorities change in response to demand signals. The contractor must be flexible and able to surge to respond to these workload changes.

C.5.2 Task One (1): Real Property Program Support. The Contractor shall assemble a team of experts with knowledge and experience in large-scale cross functional shore enterprise program management to NAVFAC and CNIC.

C.5.2.1 The contractor shall provide program management and administrative support to the DoN’s Real Property accountability program.

C.5.2.2 Provide transactional system support to Navy’s real property initiative, to include real property management system (iNFADS), and other systems such as eProjects, MAXIMO, Navy GIS, ieFACMAN, and InventoryRES.

C.5.2.3 Provide recommendations and implement enhancements to real property, lifecycle, equipment, project, and work order management.

C.5.2.4 Provide business management, and analysis support for real estate programs.

C.5.2.5 Recommend concepts, strategies, opportunities, business practices, planning, scheduling, resourcing, studies and real property operational best practices.

C.5.2.6 Recommend solutions and provide recommendations to assist the Government in drafting and executing enhancement to existing NAVFAC/CNIC procedural, guidance, policies, and processes across multiple shore installation management functions to meet enterprise wide, strategic goals.

C.5.2.7 Create, maintain databases another information resources as a reference for benchmarking, future decision making, and capturing and institutionalizing lessons learned.

Provide geospatial data creation, maintenance, and analytic support for business line operations.

C.5.2.8 Recommend strategies that respond to a variety of secretariat level stakeholder issues related to NAVFAC Real Property and execute enhancements to improve real property operations and information across multiple shore installation functions.

C.5.2.9 Assist in preparation of written or oral responses to inquiries concerns and request for information from audit agencies, Department of Navy leaders, Office of Secretary of

Defense (OSD), Office of Management and Budget (OMB), Financial Management Office

(FMO), Congress, federal agencies, and private industry.

C.5.2.10 Manage all aspects of planning with direct communications with sites and day-to-day operations and attend site visits at echelon IIII, IV, PWD, and other locations as requested. Assist with coordination meetings, site tour, and discussions with installation staff, documentation of successes and problems, and recommendations for sharing success, resolving issues, and making process improvements to ensure the command achieves strategic goals of the site visit.

C.5.2.11 Review and analyze reports, report summary of findings, and highlight areas of concern. Provide technical advice and recommendations to government personnel.

C.5.2.12 Assist the government in updating standard operating procedures, operational artifacts, and other guidance resulting from lessons, learned in process updates.

C.5.2.13 Lead and execute real property management in assessment activities with direct communications with sites, and as a result, advise on enhancement based on physical observation of day-to-day operations.

C.5.2.14 Assist in the development of comprehensive real property management presentations/briefs, ad hoc briefs, information, papers, analysis, and reports with supporting documentation for senior leadership.

C.5.2.15 Develop, modify and/or improve key metrics for real property operations.

C.5.2.16 Provide status of key real property lifecycle management efforts, and other key metrics for the DON portfolio and each location. Analyze variance from expectations and reasonableness, trends, and other key indicators. Highlight successes, and good news stories, as well as areas of concern. Provide technical advice and recommendations to government personnel.

C.5.2.17 Participate in meetings, conferences, NAVFAC wide installation level on site trainings regarding real property best practices, and other types of forums. However, participation should be limited to that of consultant, stopping short of acting in a policy development, decision, making, or managerial nature.

C.5.2.18 Advise, train, and assist teams to include installation staff and others in overseeing and managing the shore enterprise portfolio and installation operations.

Develop and execute strategic communications mechanisms and communication plan tailored to mechanisms required for the Public Works, Real Estate, Utilities and Energy

Management, and Transportation communities and associated Senior Leadership, Support

Commands and regional staff throughout the Commander, Navy Installation Command reporting chains.

C.5.3 Task Two (2): Financial Systems Support. Provide on-going financial system support for NAVFAC/BSO – 52 and the FECs. Support future transitions from the current environment to the to-be environment, in accordance with ASN (FM&C) system consolidation timelines including year-end closing and new fiscal year start up procedures.

C.5.3.1 Support, ongoing financial transaction reconciliation, funding document clean up and close out, Dormant Account Review Quarterly (DAR-Q).

C.5.3.2 Analyze financial data and recommend course of actions to ensure a successful financial system implementation.

C.5.3.3 Create/develop new financial system documentation, including but not limited to:

execution reports, training documents, business process, FAQs in accordance with DoN learning management formats and knowledge management standards.

C.5.3.4 Assist NAVFAC/BSO – 52 with the coordination and execution of all appropriations at the HQ, FEC, and regionlevel.

C.5.3.5 Provide expert knowledge and recommendations in all matters related to BSO –

52 labor issues, interfaces to financial systems, labor corrections, labor suspense, and labor reporting, as well as leave and fringe accruals.

C.5.3.6 Serve as consultant to the Comptroller on IT system related issues and provide recommendations on courses of action and potential resolution. Provide support to develop recommendations for financial processes, standard operation procedures, training guides, and documentation, and financial system change requests on DoD, financial systems and their approved feeder systems.

C.5.3.7 Develop recommendations for procedures for financially relevant processes in support of all phases of financial system audit testing.

C.5.3.8 Responsible for drafting financial system related corrective action plans that comply with applicable DoN standards for Government’s consideration and adoption.

C.5.3.9 Support HQ-CIO in recertification requirements for financial system interfaces.

C.5.3.10 Support FM or other business line in budget execution, e.g. process funding document, budget formulation, program management reports, and budget submission.

C.5.3.11 Provide support for User Access Management.

C.5.3.12 Provide critical analysis, working products, processing guidelines and informational delivery of G-Invoicing implementation and performance across the

NAVFAC enterprise.

C.5.3.13 Provide Navy ERP subject matter expertise in all business areas across the enterprise.

C.5.3.14 Assist with BSO-52 priorities and perform timely root cause analysis of systemic errors and determine fixes and process improvements to avoid future errors.

C.5.3.15 Evaluate impacts of systemic enhancements and compliance changes and assist users in evaluating the impacts on workload and user acceptance activities.

C.5.3.16 Develop user guides, standard operating procedures and training customized to location needs.

C.5.4 Task Three (3): Innovation Support. Contractor shall bring best practices of the private sector to assist with prioritization, design, implementation, appropriate expansion and continuous improvement of tools and methodologies to oversee and monitor the DoN real property inventory, as well as provide innovation support for financial management initiatives.

C.5.4.1 The contractor shall develop performance metrics and a standard, as well as measurement and evaluation techniques, to ensure the Government has accurate and relevant information with which to make decisions regarding management, oversight and monitoring of the inventory.

C.5.4.2 Train NAVFAC government personnel at the FEC and/or installation level in purpose and application of oversight and monitoring concepts, tools, processes, and procedures.

C.5.4.3 Recommend appropriate expansion and continuous improvements to the real property portfolio management, oversight and monitoring metrics, guidelines, policies, processes, and procedures.

C.5.4.4 Develop strategies and assist in execution of organizational changes and transformation.

C.5.4.5 Provide solutions to government personnel regarding the enhancement of existing

NAVFAC web-enabled solutions and real property operations to meet Navy strategic goals.

C.5.4.6 Provide recommendations on electronic enabled solutions for reporting data that enhance stakeholder ability to bench mark decisions and institutionalize lessons learned across multiple installation management functions.

C.5.4.7 Identify needs for information collection and reporting systems for Real Property inventory monitoring, operations and management duties and develop database and web-enabled solutions for use across a wide geographic area.

C.6 Government-Furnished Information and Release of Information

(a) The contractor will have access to business sensitive and source selection sensitive information in the performance of this contract. The contractor agrees that it shall not divulge information beyond designated Government representatives without prior written approval of the

Contracting Officer. The contractor also agrees to restrict access to such information to individuals who have been identified as having a "need to know." Two copies of any information proposed to be released must be submitted to the Contracting Officer for security and policy review and clearance 30 days prior to release.

(b) For the purposes of this clause, "information" includes, but is not limited to, news releases, articles, manuscripts, brochures, advertisements, still and motion pictures, speeches, trade association meetings, symposia, published professional papers, internet web pages, etc.

(c) Following completion of this contract, the contractor agrees that it will not disclose business and other information acquired under this contract and specific task orders.

(d) All government furnished information and contractor provided work products in response to

Task Orders under this contract shall remain the property of the Government.

(e) Government Furnished Facilities, Equipment, Materials and Services: No Government furnished facilities, equipment or utilities are expected to be provided under this contract. In the event that contractor personnel are required to work directly from NAVFAC offices, Government furnished workstations and/or equipment may be provided. All facilities and equipment provided will be specified in the Task Order and shall remain the property of the

Government.

(f) Contractor Furnished Items: The contractor shall furnish all facilities, equipment, materials, supplies and tools necessary for the performance of the work under this contract unless otherwise specified in the Task Order. Non-expendable supplies that may be required to complete services under a Task Order (i.e., cameras, video equipment, etc.) shall be identified by the contractor for each Task Order and shall be turned over to the Government upon completion/termination of this contract. Expendable/office supplies (i.e., stationery, files, etc.) and other items needed to adequately stock an office shall be included in the contractor's overhead costs.

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

QASP

1. Contract or Task Order Title Indefinite Delivery Indefinite Quantity (IDIQ) for Professional Services

Support of Naval Facilities Engineering Command (NAVFAC) DoN’s Real Property Management and DoN’s

Financial Management Initiatives

2. Purpose:

This QASP provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

• What will be monitored?

• How monitoring will take place.

• Who will conduct the monitoring?

• How monitoring efforts and results will be documented.

This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created with the premise that the contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance. In addition, the

QASP should recognize that unforeseen and uncontrollable situations may occur.

This QASP is a “living document” and the Government may review and revise it on a regular basis. Updates shall ensure that the QASP remains a valid, useful, and enforceable document. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

3. Roles and Responsibilities:

The following personnel shall oversee and coordinate surveillance activities.

Program/Project Manager (PM) – The PM provides program oversight and supports the COR’s performance assessment activities.

Contracting Officer (KO) – The KO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The KO shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract. Determine the final assessment of the contractor’s performance.

Contracting Officer’s Representative (COR) – The COR is responsible for providing continuous technical oversight of the contractor’s performance. The COR uses the QASP to conduct the oversight/surveillance process.

The COR shall keep a Quality Assurance file that accurately documents the contractor’s actual performance. The purpose is to ensure that the contractor meets the performance standards contained in the contract. The COR is responsible for reporting early identification of performance problems to the KO. The COR is required to provide an annual performance assessment to the KO which will be used in documenting past performance. The QASP is the primary tool for documenting contractor performance. The COR is not empowered to make any contractual commitments or to authorize any contractual change on the Government’s behalf.

4. Primary Method of Surveillance: Periodic inspection of Tasks 1-3.

Periodic Inspection: These services are monitored weekly, monthly, quarterly, semiannually, annually, etc.

Periodic types of activities are perfect for periodic inspection because not only are they infrequent, but there is normally a predetermined, specified time frame within which the tasks must be accomplished. Therefore, you know exactly when to conduct the evaluations. Periodic inspections automatically become 100 percent evaluations or "100 percent checks." Inspections should be divided and scheduled by frequency: annual, semiannual, quarterly, monthly, weekly and as required. Sometimes services are required, for which the time or frequency cannot be predicted, such as accident investigations, one-time special tasking by higher headquarters, etc. These would be labeled "as required inspections." Others are known and predictable such as the quarterly status report or the monthly travel report currently included in some DISA service contracts.

Surveillance Matrix

The Surveillance Matrix (Appendix 1) is the list of performance objectives and standards that must be performed by the contractor. This matrix details the method of surveillance the COR will use to validate and inspect these performance elements. Inspection of each element will be documented in the COR file.

Performance objectives define the desired outcomes. Performance Standards define the level of service required under the contract to successfully meet the performance objective. The inspection methodology defines how, when, and what will be assessed in measuring performance. The Government performance surveillance, using this QASP, to determine the quality of the contractor’s performance as it relates to the performance element standards. The

AQL performance Standard Table should be used to form the foundation of the COR’s inspection checklist.

5. Performance Standards:

Deliverables Performance Standard Method of Surveillance Task 1 – Documents and reports

Documents and reports are provided on time that are 95% error free.

Periodic Inspection of completed documents.

Task 2 – Documents, corrective action plans

(CAP) and reports

Documents, CAPs, and reports are provided on time that are 95% error free.

Periodic Inspection of completed database.

Task 3 – Documents and reports

Documents and reports are provided on time that are 95% error free.

Periodic Inspection of testing based Plans.

6. Documenting Performance:

Acceptable Performance.

The Government shall document positive performance. A Performance Assessment Report (PAR) template is attached (Appendix 2). Any report may become part of the supporting documentation for fixed price payments, award/incentive fee payments, Contractor Performance Assessment Reporting System (CPARS) entries, or other actions. Government acceptance of services permits the contractor to invoice for the service fee.

Unacceptable performance.

Unacceptable contractor performance can be identified by customer complaints (Appendix 3) or upon schedule surveillance evaluations. When unacceptable performance occurs, the COR shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. The COR shall document the discussion and place it in the COR file and provide a copy to the KO.

When the COR determines formal written communication is required, the COR shall prepare a Corrective Action

Report (CAR). The CAR is forwarded to the KO for dissemination to the contractor. A CAR template is attached to this QASP (Appendix 4).

The contractor shall acknowledge receipt of the CAR in writing. The CAR will specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CAR will also state how long after receipt the contractor has to present this corrective action plan to the KO and COR. The Government may withhold payment for services until corrective action is taken. The Government shall review the contractor's corrective action plan to determine acceptability. Upon

Government acceptance of the corrected services the contractor will be permitted to invoice for the service fee.

Any CAR may become a part of the supporting documentation for contract payment deductions, fixed fee deductions, award fee nonpayment, CPARS or other actions deemed necessary by the KO.

7. Mandatory or regulatory compliance items:

The contractor will provide initial proof of compliance with regulatory and compliance items contained in the contract. The Contracting Officer's Representative (COR) and the Contracting Officer (KO) will evaluate the initial submission and will conduct ad hoc reviews of the contractor's compliance throughout the remainder of the contract.

The contractor will monitor compliance as required by FAR 52.222-50, Combating Trafficking in Persons, and report any issues to the KO.

8. Acceptable Quality Level (AQL):

95% of all work products shall address all requirements, components and issues so that no unexpected circumstances are encountered

90% of all tasks shall be free from any errors the first time they are submitted.

90% of all tasks shall be completed according to the project timeline due date

9. Evaluation Method:

For all above performance metrics, the Contracting Officer’s Representative (COR) will document the time of verbal notification to the contractor. The COR and NTR will document the official time and date of notification.

The COR and NTR will review deliverables against performance standard and document. The COR will confirm and provide feedback to the contractor and KO.

10. Performance Rating:

In evaluating the quality of contractor’s performance, the following performance ratings may be used (same as

CPAR ratings).

Performance

Rating Criteria

Exceptional

Performance meets contractual requirements and exceeds many to the government’s benefits. The contractual performance of the element or sub-element being assessed was accomplished with no problems and contractor actions were highly effective.

Very Good

Performance meets contractual requirements and exceeds some to the government benefits. The contractual performance was accomplished with few minor problems for which corrective actions taken by the contractor were effective.

Satisfactory

Performance meets contractual requirements. The contractual performance contains some minor problems for which corrective actions taken by the contractor were satisfactory.

Marginal

Performance does not meet some contractual requirements. The contractual performance reflects a serious problem for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear 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 contains serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

Appendix 1 - Surveillance Matrix

Standards

Acceptable

Quality

Levels

Methods of

Calculation

Surveillance

Results/Ratings

Professional

Services

Delivery

Management

High level of satisfaction with

Contractor delivery management of

Professional

Services (in support of large scale real property accountability and inventory management).

Target Criteria:

90% of all survey respondents are

Satisfied, More

Than Satisfied, or very Satisfied

Minimum

Acceptable:

> 85% of all survey respondents are

Satisfied, More

Than Satisfied, or Very Satisfied with Contractor delivery management of all Professional

Services

Calculation:

The number of users who were

Satisfied, More

Than Satisfied, or

Very Satisfied divided by the total number of completed surveys returned.

At least 6

Government personnel must complete and return surveys for the results to have at least a 90% confidence factor with a 5% error rate.

Measurement Interval –

The Measurement Interval is three (3) months.

Measurement Period –

The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00 on the last day of the month.

Source of Measurement

Data – Data will be collected from management surveys containing satisfaction criteria specified by the

COR that are either developed internally by the

COR or by a COR selected impartial 3rd party.

Method of Surveillance –

Customer feedback. The

Government will issue customer satisfaction surveys to designated

Government management representatives from the

COR (Contractors cannot participate), , and survey responses will be tabulated to determine overall satisfaction with

Contractor delivery

(Exceptional

Very Good

Satisfactory

Marginal

Unsatisfactory)

(A rollup of assessment of the

Surveillance Inspection

Results to develop an overall rating for this objective) management of

Professional Services using a five (5) category scale.

The scale is: Dissatisfied, Less than Satisfied, Satisfied, More than

Satisfied, Very Satisfied.

Timing of Measurement

Measurements are taken within five (5) days of the end of the Measurement

Period.

Reporting Frequency: -

Reporting to commence upon Contract Award and continue throughout the

Period of Performance.

Monthly reporting QASP attainment to period’s survey. Quarterly survey reporting from the COR during the year.

Appendix 2 – Performance Assessment Report

PERFORMANCE ASSESSMENT REPORT (PAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACT/TASK ORDER

NUMBER

2. CONTRACTOR 3. TYPE OF SERVICES

4. QUALITY ASSURANCE PERSONNEL (COR) SIGNATURE AND DATE 5. COR PHONE 6. SUSPENSE DATE

I. PERFORMANCE

7. DEFICIENCY (CHECK ALL BOXES THAT

APPLY)

NEW

REPEAT

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS PARAGRAPH ITEM

REVIEWED

9. BRIEF DESCRIPTION OF DEFICIENCY (IF DEFICIENCY

BOX WAS CHECKED)

10. DETAILED PERFORMANCE ASSESSMENT

II. CONTRACTOR VALIDATION

11. CONTRACTOR REPRESENTATIVE CONCUR

NON-CONCUR

12. CORRECTIVE ACTION ESTIMATED COMPLETION

DATE

13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF RECURRENCE OR REASON

FOR NON-CONCURRENCE OF COR CITED DEFICIENCY

III. ACTION CORRECTED

14. CONCUR NON-CONCUR COR SIGNATURE AND DATE

15. COR REMARKS (REQUIRED)

6. CONTRACTOR REPRESENTATIVE REMARKS

Appendix 3 – Customer Complaint Record

SOURCE OF COMPLAINT

ORGANIZATION BUILDING

NUMBER

INDIVIDUAL PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

CORRECTIVE ACTION REPORT (CAR)

(If more space is needed, use reverse and identify by number)

Appendix 4 – Corrective Action Report

1. CONTRACTOR

2. CONTRACT NUMBER 3. TYPE OF SERVICES

4. FUNCTIONAL AREA 5. SUSPENSE DATE 6. CONTROL NUMBER

7. DEFICIENCY MAJOR MINOR

FINDING:

FINDING IMPACT:

Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the contractor is not required to provide a response.

8. QUALITY ASSURANCE PERSONNEL (COR)

TYPED NAME AND GRADE SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE SIGNATURE AND DATE

10. COR RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. COR DETERMINATION

ACCEPTED REJECTED

12. CLOSE DATE