AMENDMENT_0004_SOL_W15QKN16R0003_R-MAS_ATTACHMENT_0012_SAMPLE_TASK_A_PRS.pdf

Solicitation Number: W15QKN-16-R-0003 Recruiting, Management, and Administrative Services (R-MAS)

Attachment 0012 – SAMPLE TASK A – PRS

R-MAS SAMPLE TASK A - SBS

PERFORMANCE REQUIREMENTS SUMMARY

Date: 26 January 2017

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 Standard Acceptable Quality Level (AQL)

Remedy

PRS # 1

Accurate and timely Survivor Benefit Reports (SBRs)

PWS 5.5.5 and 5.5.6

Quality: Ensure all SBRs contain 100% accurate data based upon Government-provided military and personal data pertaining to the descendent, in accordance with procedures established by NDAA 2006, Public Law 109- 163, Section 562.

Timeliness: Generate initial SBRs within 24 hours upon receipt of validated information (e.g. Base Active Service Date (BASD), Pay Entry Basic Date (PEBD), and Date Initially Entered Military Service (DIEMS)) from CMAOC operations.

Quality: No deviation from standard

Timeliness: No deviation from standard.

Contractor shall determine root cause of failure, then develop and implement a corrective action plan. Corrective action plan shall be submitted to the CORs and KO.

PRS # 2

Help Desk Support

PWS 5.5.2

The Contractor shall answer 90% of incoming calls within 60 seconds by a live agent.

The Contractor shall respond to all email and web form inquiries within one business day.

The Contractor shall answer 85% of incoming calls within 60 seconds by a live agent.

No deviation from standard

Contractor shall determine root cause of failure, then develop and implement a corrective action plan. Corrective action plan shall be submitted to the CORs and KO.

Solicitation Number: W15QKN-16-R-0003 Recruiting, Management, and Administrative Services (R-MAS)

Attachment 0012 – SAMPLE TASK A – PRS

PRS # 3

Customer Satisfaction

PWS 5.14

Ensure at least 90% of customers are satisfied with the quality and timeliness of services and products delivered.

Quality: 80% of customers rate service quality as satisfactory or higher

Timeliness: 80% of customers rate service timeliness as satisfactory or higher

Contractor shall determine root cause of failure, then develop and implement a corrective action plan. Corrective action plan shall be submitted to the CORs and KO.

PRS # 4

Required Deliverables

Complete, accurate, and timely IAW Attachment- Deliverables Schedule

Timeliness: No more than one deliverable late per month.

Quality: No more than one deliverable rejected per month because of inaccurate or incomplete information

Contractor shall determine root cause of failure, then develop and implement a corrective action plan. Corrective action plan shall be submitted to the CORs and KO.