Technical Exhibit 1 - Performance Requirements Summary (PRS)_final.rtf
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- Attached to
- USARC DEERS Support Services
- Solicitation number
- 2100
About this file
This document is a Technical Exhibit outlining the Performance Requirements Summary (PRS) for a DEERS Support Services contract with the United States Army Reserve Command (USARC). The PRS establishes eleven performance objectives with specific thresholds, quality standards, and surveillance methods to ensure contractor compliance with service delivery requirements across 33 Identification Card Office (ICO) locations.
The key performance 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 with 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 Books scoring at least 70%; (7) ensuring 95% of employees maintain current required training, assessed monthly; (8) timely delivery of required deliverables with no more than one late or rejected deliverable per month; (9) issuance of ID cards to eligible recipients only with no more than two substantiated complaints per location monthly; (10) maintenance of a 90% minimum productive hours rate at every site with no more than two substantiated complaints monthly for performance gaps; and (11) filling all vacancies within 21 calendar days, with government contract value decrements possible for unfilled positions beyond this timeline. The government reserves the right to conduct surveillance on all contractual requirements beyond those outlined in the PRS, with remedies including corrective action plans and performance deficiency corrections at no additional cost to the government.
Text of this file
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.
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