ATTACHMENT_I_-_TAP_PRS.pdf

CONTRACT

LINKAGE

REFERENCE

PERFORMANCE

REQUIREMENT

(Tasks)

PERFORMANCE

STANDARD

METHOD OF

SURVEILLANCE

ACCEPTABLE

QUALITY LEVEL

PERFORMANCE

INCENTIVES/POSITIVE

AND NEGATIVE

TASK 1.

Administration and Program Management

Timeliness/adherence to schedule

100% of reports are submitted in accordance with deliverable schedule and accurately depict current status

100% inspection review project task schedule for changes that effect milestones and/or contract deliverables

Contractor delivery of products and/or services is delivered in accordance with PWS requirements and deliverable schedule.

Performance occurs with no required Re-performance/ rework.

All work products and deliverables shall, at a minimum, be 95% free of errors, specifically content, spelling, grammar, formatting, and punctuation.

Problems that are encountered are minor and resolved in a satisfactory manner.

Assignment of performance rating for SCHEDULE criteria:

EXCEPTIONAL

milestones/ performance dates met or exceeded at least 100% of time (excluding government caused delays)

VERY GOOD

milestones/ performance dates met or exceeded at least 90% of time (excluding government caused delays)

SATISFACTORY

milestones/ performance dates met or exceeded at least 80% of time (excluding government caused delays)

MARGINAL

milestones/ performance dates met less than 70% of time (excluding government caused delays)

UNSATISFACTORY

schedule/performance dates met less than 60% of time

Contractor to exert best efforts at all times to fill any contract vacancies in a timely manner with qualified staff.

An acceptable allotted time for filling each required position shall be specified. Any vacancy that remains open for more than the specified allotted time after the start of work shall be deemed a risk to contract performance.

Similarly, staffing replacements for any in progress work shall be made within the same specified time frames for each position.

COR and PM shall periodically review staffing as an ongoing part of contract oversight responsibilities. If staffing concerns threaten to jeopardize work performance, they shall promptly report findings to the CO.

COR and PM shall monitor Contractor’s staffing via monthly reports containing complete employee listings.

No deviation to the set performance standard is acceptable because of the critical nature of this item.

The Contractor shall specifically address, in each monthly report, actions being taken to rectify any staffing vacancies extending beyond the specified allotted time frames.

Both positive and negative performance will be documented in past performance reports as appropriate

TASK 2.

Governance

High Quality Policy Analysis and Technical Performance

Requirements met with little rework/re-performance required and with few minor and no significant problems encountered

Performance meets all technical and functional requirements, and is highly responsive to changes in technical direction and/or the technical support environment

Assessments, evaluations, analyses, recommendations, and related input are thorough, reliable, highly relevant to requirements, and consist of substantial depth and breadth of subject matter

Deliverable reports contain all required data and meet all applicable PWS requirements

Routine Inspection of Deliverable Products/Services

Contractor delivery of products and/or services is delivered in accordance with PWS requirements and deliverable schedule.

Performance occurs with no required Re-performance/ rework.

All work products and deliverables shall, at a minimum, be 95% free of errors, specifically content, spelling, and resolved in a satisfactory manner

Assignment of performance rating for QUALITY criteria:

EXCEPTIONAL

Performance and deliverables meet all and exceed many requirements. Performance delivered with no required re-performance/rework at least 100% of time; problems that are encountered are minor and resolved in a highly effective manner.

VERY GOOD

Performance and deliverables meet all and exceed some requirements. Performance delivered with no required re-performance/rework at least 90% of time; problems that are encountered are minor and resolved in an effective manner.

SATISFACTORY

Performance and deliverables meet all requirements.

Performance delivered with no re-performance/rework at least 80% of time; problems that are encountered are minor and resolved in a satisfactory manner.

MARGINAL

Some requirements not met and/or performance delivered with re-performance/rework required more than 70% of time.

Problems encountered were resolved in a less than satisfactory manner.

UNSATISFACTORY

Many requirements not met.

Numerous re-performances/reworks required more than 60% of time.

Substantial problems were encountered and inadequate corrective actions employed.

Both positive and negative performance will be documented in past performance reports as appropriate

TASK 3.

Operations

Quality Expectations Benefit Advisors and Trainers

Benefit Advisors and Trainers exhibit utmost professionalism, superior customer services practices and knowledge/expertise to ensure a positive experience.

Routine Inspection and evaluation of Benefit Advisors and Trainers to measure facilitator proficiency, content knowledge, facilitation/platform skills, professionalism, and classroom preparation.

Benefit Advisors and Trainers demonstrate proficiency in both written and presentation evaluations

Assignment of performance rating for QUALITY criteria:

EXCEPTIONAL

Performance and deliverables meet all and exceed many requirements. Performance delivered with no required re-performance/rework at least 100% of time; problems that are encountered are minor and resolved in a highly effective manner.

VERY GOOD

Performance and deliverables meet all and exceed some requirements. Performance delivered with no required re-performance/rework at least 90% of time; problems that are encountered are minor and resolved in an effective manner.

SATISFACTORY

Performance and deliverables meet all requirements.

Performance delivered with no re-performance/rework at least 80% of time; problems that are encountered are minor and resolved in a satisfactory manner.

MARGINAL

Some requirements not met and/or performance delivered with re-performance/rework required more than 70% of time.

Problems encountered were resolved in a less than satisfactory manner.

UNSATISFACTORY

Many requirements not met.

Numerous re-performances/reworks required more than 60% of time.

Substantial problems were encountered and inadequate corrective actions employed.

Both positive and negative performance will be documented appropriate

Unsatisfactory performance will result in a deduction of 3%.

Marginal performance will result in a deduction of 1%.

Assure a very high degree of customer satisfaction with Benefit Advisor service and support activities.

Benefit Advisors deliver high level of service and support to participants

Feedback from the Transition GPS Participant Assessment, Surveys and routine inspection and evaluation.

A minimum of 90% of the surveyed participant base must be satisfied with the overall level of service provided and Benefit Advisor quality rating must rate≥ 90% across modules/tracks

Assignment of performance rating for QUALITY criteria:

EXCEPTIONAL

Performance and deliverables meet all and exceed many requirements. Performance delivered with no required re-performance/rework at least 100% of time; problems that are encountered are minor and resolved in a highly effective manner.

VERY GOOD

Performance and deliverables meet all and exceed some requirements. Performance delivered with no required re-performance/rework at least 90% of time; problems that are encountered are minor and resolved in an effective manner.

SATISFACTORY

Performance and deliverables meet all requirements.

Performance delivered with no re-performance/rework at least 80% of time; problems that are encountered are minor and resolved in a satisfactory manner.

MARGINAL

Some requirements not met and/or performance delivered with re-performance/rework required more than 70% of time.

Problems encountered were resolved in a less than satisfactory manner.

UNSATISFACTORY

Many requirements not met.

Numerous re-performances/reworks required more than 60% of time.

Substantial problems were encountered and inadequate corrective actions employed.

Both positive and negative performance will be documented appropriate.

Unsatisfactory performance will result in a deduction of 3%.

Marginal performance will result in a deduction of 1%.

TASK 4.

Curriculum Development and Revision

And

TASK 8.

New Module Development & Training

High Quality Curriculum Development and Revision Performance

Requirements met with little rework/re-performance required and with few minor and no significant problems encountered

Performance meets all technical and functional requirements, and is highly responsive to changes in technical direction and/or the technical support environment

Assessments, evaluations, analyses, recommendations, Routine Inspection of Deliverable Products/Services

Contractor delivery of products and/or services is delivered in accordance with PWS requirements and deliverable schedule.

Performance occurs with no required Re-performance/ rework.

All work products and deliverables shall, at a minimum, be 95% free of errors, specifically content, spelling, Assignment of performance rating for QUALITY criteria:

EXCEPTIONAL

Performance and deliverables meet all and exceed many requirements. Performance delivered with no required re-performance/rework at least 100% of time; problems that are encountered are minor and resolved in a highly effective manner.

VERY GOOD

Performance and deliverables meet all and exceed some requirements. Performance performance/rework at least 90% and related input are thorough, reliable, highly relevant to requirements, and consist of substantial depth and breadth of subject matter

Deliverable reports contain all required data and meet all applicable PWS requirements and resolved in a satisfactory manner.

of time; problems that are encountered are minor and resolved in an effective manner.

SATISFACTORY

Performance and deliverables meet all requirements.

Performance delivered with no re-performance/rework at least 80% of time; problems that are encountered are minor and resolved in a satisfactory manner.

MARGINAL

Some requirements not met and/or performance delivered with re-performance/rework required more than 70% of time.

Problems encountered were resolved in a less than satisfactory manner.

UNSATISFACTORY

Many requirements not met.

Numerous re-performances/reworks required more than 60% of time.

Substantial problems were encountered and inadequate corrective actions employed.

TASK 5.

Training

And

TASK 8.

Optional:

New Module Development & Training

High Quality Training to ensure facilitator proficiency, content knowledge, facilitation/platform skills, professionalism, and classroom preparation meet the requirements of the

PWS.

Requirements met with little rework/re-performance required and with few minor and no significant problems encountered

Performance meets all technical and functional requirements, and is highly responsive to changes in technical direction and/or the technical support environment

Assessments, evaluations, analyses, recommendations, and related input are thorough, reliable, highly relevant to requirements, and consist of substantial depth and breadth of subject matter

Deliverable reports contain all required data and meet all applicable PWS requirements

Routine Inspection and evaluation of Benefit Advisors and Trainers to measure facilitator proficiency, content knowledge, facilitation/platform skills, professionalism, and classroom preparation.

Contractor delivery of products and/or services is delivered in accordance with PWS requirements and deliverable schedule.

Performance occurs with no required Re-performance/ rework.

All work products and deliverables shall, at a minimum, be 95% free of errors, specifically content, spelling, and resolved in a satisfactory manner

Assignment of performance rating for QUALITY criteria:

EXCEPTIONAL

Performance and deliverables meet all and exceed many requirements. Performance delivered with no required re-performance/rework at least 100% of time; problems that are encountered are minor and resolved in a highly effective manner.

VERY GOOD

Performance and deliverables meet all and exceed some requirements. Performance delivered with no required re-performance/rework at least 90% of time; problems that are encountered are minor and resolved in an effective manner.

SATISFACTORY

Performance and deliverables meet all requirements.

Performance delivered with no re-performance/rework at least 80% of time; problems that are encountered are minor and resolved in a satisfactory manner.

MARGINAL

Some requirements not met and/or performance delivered with re-performance/rework required more than 70% of time.

Problems encountered were resolved in a less than satisfactory manner.

UNSATISFACTORY

Many requirements not met.

Numerous re-performances/reworks required more than 60% of time.

Substantial problems were encountered and inadequate corrective actions employed.

Unsatisfactory performance will result in a deduction of 3%.

Marginal performance will result in a deduction of 1%.

TASK 6.

Plans, Analysis and Evaluation

And

TASK 7.

Optional:

TAP

Maturation and Transition Priority Programs

High Quality Policy Analysis and Technical Performance

Requirements met with little rework/re-performance required and with few minor and no significant problems encountered

Performance meets all technical and functional requirements, and is highly responsive to changes in technical direction and/or the technical support environment

Routine Inspection of Deliverable Products/Services

Contractor delivery of products and/or services is delivered in accordance with PWS requirements and deliverable schedule.

Performance occurs with no required Re-performance/ rework.

All work products and deliverables shall, at a minimum, be 95% free of errors, specifically

Assignment of performance rating for QUALITY criteria:

EXCEPTIONAL

Performance and deliverables meet all and exceed many requirements. Performance delivered with no required re-performance/rework at least 100% of time; problems that are encountered are minor and resolved in a highly effective manner.

VERY GOOD

Assessments, evaluations, analyses, recommendations, and related input are thorough, reliable, highly relevant to requirements, and consist of substantial depth and breadth of subject matter

Deliverable reports contain all required data and meet all applicable PWS requirements content, spelling, and resolved in a satisfactory manner meet all and exceed some requirements. Performance delivered with no required re-performance/rework at least 90% of time; problems that are encountered are minor and resolved in an effective manner.

SATISFACTORY

Performance and deliverables meet all requirements.

Performance delivered with no re-performance/rework at least 80% of time; problems that are encountered are minor and resolved in a satisfactory manner.

MARGINAL

Some requirements not met and/or performance delivered with re-performance/rework required more than 70% of time.

Problems encountered were resolved in a less than satisfactory manner.

UNSATISFACTORY

Many requirements not met.

Numerous re-performances/reworks required Assignment of performance rating for QUALITY criteria:

EXCEPTIONAL

meet all and exceed many requirements. Performance performance/rework at least 100% of time; problems that are encountered are minor and resolved in a highly effective manner.

VERY GOOD

Performance and deliverables meet all and exceed some requirements. Performance delivered with no required re-performance/rework at least 90% of time; problems that are encountered are minor and resolved in an effective manner.

SATISFACTORY

Performance and deliverables meet all requirements.

Performance delivered with no re-performance/rework at least 80% of time; problems that are encountered are minor and resolved in a satisfactory manner.

MARGINAL

Some requirements not met and/or performance delivered with re-performance/rework required more than 70% of time.

Problems encountered were resolved in a less than satisfactory manner.

UNSATISFACTORY

Many requirements not met.

Numerous re-performances/reworks required more than 60% of time.

Substantial problems were encountered and inadequate corrective actions employed. .

Substantial problems were encountered and inadequate corrective actions employed

Both positive and negative performance will be documented appropriate