TECHNICAL EXHIBIT A.pdf
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- Solicitation number
- W564KV-24-R-0095
About this file
This document is a Performance Requirements Summary (PRS) that outlines the performance objectives, standards, acceptable quality levels (AQLs), and methods of surveillance for an Army Community Services (ACS) Community Information Specialist (CIS) contract.
The key performance objectives require the CIS to: provide in-person and phone-based community information services, enter data into the Army Family Web Portal within one business day, perform in-processing and out-processing duties, prepare and disseminate marketing materials, and maintain the ACS resource file. The performance standards are 100% compliant in most areas, with some allowances for minor instances of non-compliance per quarter or fiscal year. Surveillance will be conducted through 100% inspection, random sampling, and periodic reviews.
The related federal contract opportunity is for a Firm-Fixed-Price, non-personal service contract to provide ACS CIS services. The contract will be awarded under FAR Parts 12 and 13 and must be performed primarily on-site during government hours to ensure stability and continuity of services.
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TECHNICAL EXHIBIT A
PERFORMANCE REQUIREMENTS SUMMARY (PRS)
PERFORMANCE
OBJECTIVE
STANDARD PERFORMANCE
THRESHOLD
ACCEPTABLE
QUALITY LEVELS
(AQLs)
METHOD OF
SURVEILLANCE
PRS#1 – PWS 5.1. Basic Services. The Contractor will provide Community Information Services from the ACS Front Desk (Reception Area).
The Contractor shall provide services to customers in person or on the phone
100% compliant 100% Inspection Using COR Inspection Checklist and Surveillance Summary Report
PRS#2 – PWS 5.1.4 Data Entry.
The Contractor shall input information into Army Family Web Portal (AFWP) within one (1) business day of services provided
100% compliant Random Sampling
PRS#3 – PWS 5.1.6 Provide basic information and referral
The Contractor shall perform in-processing duties for all ACS programs for in-coming Soldiers and civilians as well as out-processing duties for all ACS programs for Soldiers and civilians clearing the community as per ACS
SOP.
100% Compliant Periodic Surveillance (Monthly)
PRS#4 – PWS 5.1.8
Marketing.
The Contractor shall serve as one of the POC for marketing a)The Contractor shall prepare the monthly ACS calendar.
b) The Contractor shall prepare slide show presentations, flyers, newsletters and other media to promote, advertise and market ACS activities in liaison with MWR marketing staff or under guidelines of program directors or COR.
c) The Contractor shall obtain review and concurrence from ACS director, ACS coordinator or I&R program manager before displaying or posting marketing material within the ACS center and or reception area.
a) 100% Compliant
b) No more than one instance per quarter of not providing marketing material requested by program managers or
COR
c) 100% Compliant
d) 100% Compliant
e) No more than 2 instances per fiscal year of not submitting the calendar timely
f) No more than instance per month of not reviewing at least one website/application
100% Inspection Using COR Inspection Checklist and Surveillance Summary Report
d) The contractor shall post pre-approved Flyers and calendars created by MWR marketing for ACS program managers choose to the ACS Facebook page when requested by I&R program manager.
e) The Contractor shall submit the ACS calendar to the program managers for approval NLT The third working day of each month.
The contractor shall use the list of websites/applications received from COR or I&R program manager to review ACS marketing material posted to include program information, phone numbers and addresses for accuracy, and correct discrepancies when found.
PRS#5 – PWS 5.1.9
Resource File Maintenance The Contractor shall update the ACS resource file
The Contractor shall update the ACS resource file semi-annually digitally and via hard copy.
100 % Complaint Periodic Surveillance (semi-annually)
PRS#6 – PWS 5.1.17 Client Categorization
a) The Contractor shall ensure all clients complete the ACS client intake form (internal form) to include in-processing clients.
b) The Contractor shall record information on intake form into Army Family Web Portal (AFWP) within one day of client contact c)The Contractor shall track simple contacts (contacts under 15 minutes) emails and telephone call on a daily client tracking form and input via Quick Tracker in AFWP within 24 hours of client contact.
a)100% Compliant
b) No more than 2 instances per quarter of not inputting information in AFWP timely
c) No more than 2 instances per quarter of not inputting simple contacts in AFWP timely
100% Inspection Using COR Inspection Checklist and Surveillance Summary Report
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