Technical Exhibit 1 - Performance Requirements Summary (PRS)_final.docx
DOCX document 26 KB Posted
- Attached to
- USARC DEERS Support Services
- Solicitation number
- 2100
About this file
This is a Technical Exhibit documenting the Performance Requirements Summary (PRS) for a DEERS Support Services contract supporting Identification Card Offices across 33 Army Reserve locations. The document establishes eleven performance objectives with specific thresholds and surveillance methods that contractors must meet to maintain acceptable quality levels.
The primary service requirements include: (1) accountability and issuance of ID and CAC cards with 85% completion within 15 minutes of customer arrival; (2) 100% accurate updates to DEERS and RAPIDS systems; (3) development of customer service handouts at 95% accuracy; (4) maintenance of site rosters at 95% accuracy and 98% timeliness; (5) provision of weekly and monthly reports at 95% accuracy and 98% timeliness; (6) maintenance of Standard Operating Procedures and Continuity Book at a 70% score; (7) ensuring 95% of employees maintain current required training; (8) timely delivery of required deliverables with no more than one late or rejected deliverable per month; (9) issuance of ID cards only to eligible recipients with a zero-deviation standard and no more than two substantiated complaints per location monthly; (10) maintenance of 90% minimum productive hours at each site; and (11) filling all vacancies within 21 calendar days, with potential contract value decrements for failures to meet this timeline. All performance deficiencies require submission of corrective action plans to the Contracting Officer Representative (COR) and USARC G-1/APO, with government surveillance conducted through period sampling, random sampling, and validated customer complaints.
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TECHNICAL EXHIBIT 1
PERFORMANCE REQUIREMENTS SUMMARY (PRS)
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. Failure to meet Acceptable Quality Levels will be reflected in the contractor’s annual CPARS.
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”)
Remedy
Method of Surveillance
PRS #1
The contractor shall be responsible for the accountability, control verification and issuance of ID and CAC cards In Accordance With (IAW) PWS paragraph 5.1.1.
| The contractor provided ID and CAC cards that are timely, accurate, compliant with regulatory guidance, and identify the appropriate privileges for each recipient validated via DD Form 1172 and DD Form 2842. |
| The contactor shall complete 85% of input and updates no more than 15 minutes from the time the customer arrives at the workstation until their records in the DEERS/ RAPIDS records are complete. |
| Contractor shall provide a corrective action plan to the COR/ACOR and USARC G-1/APO. |
| Period Sampling; Random Sampling; Validated Customer Complaint received by COR. |
PRS #2
Updates to Defense Enrollment Eligibility Reporting System (DEERS) and the Real-Time Automated Identification System (RAPIDS), and or other applicable systems: IAW PWS paragraph 5.2.
The Contractor shall provide accurate updates to the DEERS and RAPIDS systems. The contractor shall process and complete DEERS/RAPIDS input and updates accurately and in timely manner. Contractor shall maintain all required information and records in the DEERS/RAPIDS system.
100% accuracy of data entries
| Contractor shall correct performance deficiencies and corrective action plan to the COR/ACOR and USARC G-1/APO. |
| Period Sampling; Random Sampling; Validated Customer Complaint received by COR. |
PRS #3
Develop Customer Service Handouts IAW PWS paragraph 5.3.
The Contractor shall provide accurate customer service handouts.
Quality: 95% accurate and accepted without changes.
Timeliness: 95%
| Contractor shall provide a corrective action plan to the USARC G-1/APO and COR/ACOR. |
| Period Sampling; Random Sampling; Validated Customer Complaint received by COR. |
PERFORMANCE THRESHOLD (THIS IS THE MAXIMUM ERROR RATE. IT COULD POSSIBLY BE “ZERO DEVIATION FROM STANDARD”)
PRS #4
Develop and maintain Site Roster IAW PWS paragraph 5.7.
The Contractor shall provide accurate and timely information on the rosters.
Quality: 95% accurate and accepted without changes.
Timeliness: 98%
| Contractor shall correct performance deficiencies and provide to the COR/ACOR and USARC G-1/APO. |
| Random Sampling. |
PRS #5
Provide Weekly and Monthly Reports IAW PWS paragraph 1.11.1. and 5.11.1.
The Contractor shall provide accurate and timely reports.
Quality: 95% accurate and accepted without changes.
Timeliness: 98%
| Contractor shall correct performance deficiencies and corrective action plan to the COR/ACOR and USARC G-1/APO. |
| Period Sampling; Random Sampling. |
PRS #6
Maintain Site Standard Operating Procedures (SOPs) and Continuity Book IAW PWS paragraph 5.5.6.
The Contractor shall provide accurate SOP and Continuity Book in timely manner.
70% Score
| Contractor shall correct performance deficiencies and corrective action plan to the COR/ACOR and USARC G-1/APO. |
| Period Sampling; Random Sampling; Validated Customer Complaint received by COR. |
PRS #7
Training Requirements IAW PWS paragraph 1.9. and 5.12.
Complete and timely IAW PWS and report in monthly status report.
95% of employees have all required training up to date, assessed monthly.
Contractor shall provide corrective action plan to the USARC G-1/APO and COR/ACOR within 10 days.
Contractor shall correct performance deficiencies at no additional cost to the Government.
Period Sampling; Random Sampling.
PRS #8
Required Deliverables
PWS
paragraphs 1 and 5, including all sub- paragraphs.
TE 2
| Complete and timely IAW PWS and report in monthly status report. |
| Timeliness: No more than one deliverable late per month. |
Quality: No more than one deliverable rejected per month due to inaccurate or incomplete information.
Contractor shall provide corrective action plan to the USARC G-1/APO and COR/ACOR within 10 days.
Contractor shall correct performance deficiencies at no additional cost to the Government.
Period Sampling; Random Sampling.
PERFORMANCE THRESHOLD (THIS IS THE MAXIMUM ERROR RATE. IT COULD POSSIBLY BE “ZERO DEVIATION FROM STANDARD”)
PRS #9
ID Card Operator Support
PWS
paragraphs 1.6.1.8. and 5.1.
Accuracy/Quality: Issue 100% of ID cards, ID tags, Geneva convention cards, USID cards, and CACs to eligible recipients only.
Quality: No more than two substantiated, documented customer complaints per location per month, with no more than 10 complaints per month overall.
Accuracy: No deviation from standard.
Contractor shall provide immediate corrective action plan to the USARC G-1/APO and COR/ACOR
Contractor shall correct performance deficiencies at no additional cost to the Government.
Period Sampling; Random Sampling; Validated Customer Complaint received by COR.
PRS #10
Minimum Productive Hours
TE 5
Qualified Contractor personnel shall be present and performing services at all locations IAW TE 4-5 Contractor shall maintain a minimum productive hours rate of 90% or higher at every site, assessed monthly (see note below TE 4-5).
Quality: No more than two substantiated complaints per month due to performance gaps (vacancies, tardiness, extended absences, inexperienced replacements, poor training) Contractor shall provide a corrective action plan to the USARC G-1/APO and COR/ACOR
Contractor shall correct performance deficiencies at no additional cost to the Government.
Random Sampling.
PRS #11
Backfill of Vacancies
PWS
paragraphs 1.12.3.
Contractor shall fill vacancies in a timely manner.
Timeliness: 100% of vacancies filled* within 21 calendar days.
Contractor shall provide a corrective action plan to the COR/ACOR and USARC G-1/APO
If position is not filled within 21 calendar days, Government may decrement the contract value for an amount equal to the proposed labor rate and hours from the time the position became vacant until such time the vacancy is filled. See NOTE below.
Period Sampling.
*A vacancy is considered filled when the Contractor has hired an individual and that individual has completed company onboarding processes AND completed/submitted all paperwork necessary to initiate a background investigation. Onboarding is completed once a Contractor is eligible for a CAC issuance.
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.
File details come from the government source that posted it. Updated .