Technical Exhibit 1-Performance Requirements Summary.pdf
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- Attached to
- USARC DEERS CAC SUPPORT SERVICES Federal contract opportunity
- Solicitation number
- W9124721R0050
About this file
This technical exhibit outlines performance requirements for a non-personal services contract to provide administrative support services to the US Army Reserve Command. Key requirements include providing accurate ID and CAC cards to all eligible recipients with zero deviation from standards, ensuring timely and 100% accurate updates to the DEERS and RAPIDS systems, maintaining at least 95% overall customer satisfaction ratings, distributing CAC operators to staff work centers and support mob/demob operations with zero deviation from distribution plans, and requiring CAC operators to pass periodic certification testing with a minimum 70% score. The contractor will be evaluated on performance objectives through methods such as periodic sampling, random sampling, and validated customer complaints received by the contracting officer representative.
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Text version
TECHNICAL EXHIBIT 1
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 (The Service required—usually a shall statement) Standard
PERFORMANCE
THRESHOLD (THIS IS
THE MAXIMUM ERROR
RATE. IT COULD
POSSIBLY BE “ZERO
DEVIATION FROM
STANDARD”)
Method of Surveillance
The contractor shall provide accurate ID and CAC cards to all eligible recipients PWS paragraph 5.3.1 & 5.3.4].
The contractor provided ID and CAC cards that are accurate, compliant with regulatory guidance, and identify the appropriate privileges for each recipient validated via DD Form 1172 and DD Form 2842.
Zero deviation from standard
Period Sampling;
Random
Sampling;
Validated Customer Complaint received by
COR
Updates to Defense Enrollment
Eligibility Reporting System (DEERS) and the Real-Time
Automated Identification System
(RAPIDS):
PWS paragraph 5.3.3].
The Contractor shall provided timely and accurate updates to the DEERS and RAPIDS systems.
100% accuracy of data entries
Random sampling.
Customer Service PWS paragraph 5.2.34].
The Contractor shall maintain high quality services and document client satisfaction surveys.
95% overall satisfaction rating of total survey volume received.
Validated Customer Complaint received by
COR;
random sampling.
Execution of Distribution Plan for Operators to Staff D/R Work
Centers PWS paragraph 5.3.1 &5.3.4].
Provides D/R CAC Operators to supported locations based on coordination with Army Reserve G- 1.
Zero deviation from standard
Period Sampling;
Random
Sampling;
Validated Customer Complaint received by
COR
Execute Distribution Plan for D/R CAC Operators to support mob/demob PWS paragraph 5.3.1 & 5.3.4.].
Provide distribution of D/R CAC Operators to support mob/de-mob
CAC/military ID card issuance contingent on operational requirements of Power Projection Platforms (PPPs)/Power Support
Platforms (PSPs).
Zero deviation from standard
Period Sampling;
Random
Sampling;
Validated Customer Complaint received by
COR
VO Credential PWS paragraph 5.3.10. &
5.4.12].
Take period certification testing that validates VO credentials. 70% score
Required period certification
NOTE: Government surveillance of contractor performance is not limited to the Performance Objectives as outlined in this PRS. The Government reserves the right to conduct compliance surveillance of any contractual requirement of this acquisition.
| TECHNICAL EXHIBIT 1 |
| Standard |
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