Exhibit_14m_Customer_Satisfaction_Monthly_Results_4.4.4.4.xlsx

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Attached to
Special Notice-Amendment 0009
Solicitation number
W15QKN-17-R-1042
Issued by

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This document contains a federal contract opportunity notice and related customer satisfaction metrics file. The U.S. Army Contracting Command - New Jersey, on behalf of the Defense Health Agency, is seeking proposals to provide Reserve Health Readiness Program III health readiness services to various military service components and civilians. Services will include immunizations, physical examinations, assessments, dental care, laboratory services, and occupational health services. The contract will have a ceiling of $11 million, be awarded on a firm-fixed-price and cost-reimbursement basis, and have a period of five years including task orders. Interested parties should monitor the Federal Business Opportunities website for release of the solicitation on or around September 30, 2017. The customer satisfaction metrics file provides data on surveys returned and response percentages for various health services delivered from November 1-30, 2016.

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exhibit 14m

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RHRP II - Deliverable 20 - KPI 3-11

Customer Satisfaction

Date Selection Range: Tuesday, November 01, 2016 to Wednesday, November 30, 2016

Report Legend
For each mode of service delivery 95% of SM and Group Event POC surveys returned report satisfactory.
Calculations
Compliance:The percent adverse surveys of surveys returned is less than or equal to 5% per service model

Deliverable 20 - Customer Satisfaction Database: MedNetProd 12/14/2016 1:47:04 PM

KPI 3-11 Summary

RHRP II - Deliverable 20 - KPI 3-11

Customer Satisfaction

Date Selection Range: Tuesday, November 01, 2016 to Wednesday, November 30, 2016

RHRP II Customer Satisfaction Survey Summary
Survey Type# Surveys
Returned# Adverse
Surveys% Positive Surveys to

Surveys Returned

KPI 3 - PHA
KPI 4 - PHA POC
KPI 5 - DHA

KPI 6 - DHA POC

KPI 7 - IMR

KPI 8 - IMR POC

KPI 9 - Dental
KPI 10 - Dental POC

Deliverable 20 - Customer Satisfaction 12/14/2016 1:47:04 PM

KPI 3 - PHA

RHRP II - Deliverable 20 - KPI 3

Customer Satisfaction

Date Selection Range: Tuesday, November 01, 2016 to Wednesday, November 30, 2016

PHA Customer Satisfaction Surveys Total
Service ComponentTotal Unique SSNs by Service# Surveys
Returned# Adverse
Surveys% Positive Surveys to

Surveys Returned

AC AF0
ANG0
ARNG5
MFR774
TPR552
US AFR0
USACE0
USAR23,161
USCG429
USCGR420
USNR1,696
TOTAL27,037
COMPLIANCE:
PHA Group Event Customer Satisfaction Surveys
Service ComponentTotal Unique SSNs by Service# Surveys
Returned# Adverse
Surveys% Positive Surveys to

Surveys Returned

AC AF0
ANG0
ARNG0
MFR773
TPR0
US AFR0
USACE0
USAR18,408
USCG0
USCGR0
USNR1,692
TOTAL20,873
COMPLIANCE:
PHA In Clinic Customer Satisfaction Surveys
Service ComponentTotal Unique SSNs by Service# Surveys
Returned# Adverse
Surveys% Positive Surveys to

Surveys Returned

TOTAL
COMPLIANCE:

Deliverable 20 - Customer Satisfaction 12/14/2016 1:47:04 PM

KPI 4 - PHA POC

RHRP II - Deliverable 20 - KPI 4

Customer Satisfaction

Date Selection Range: Tuesday, November 01, 2016 to Wednesday, November 30, 2016

PHA Group Event POC Customer Satisfaction Surveys
Service Component# Surveys
Returned# Adverse
Surveys% Positive Surveys to
TOTAL
COMPLIANCE:

Deliverable 20 - Customer Satisfaction 12/14/2016 1:47:04 PM

KPI 5 - DHA

RHRP II - Deliverable 20 - KPI 5

Customer Satisfaction

Date Selection Range: Tuesday, November 01, 2016 to Wednesday, November 30, 2016

DHA Customer Satisfaction Surveys Summary
Service ComponentTotal Unique SSNs by Service# Surveys
Returned# Adverse
Surveys% Positive Surveys to

Surveys Returned

AC AF56
ANG585
ARNG291
MFR941
TPR0
US AFR278
USACE1
USAR6
USCG1
USCGR0
USNR29
TOTAL2,187
COMPLIANCE:
PDHRA Group Event Customer Satisfaction Surveys
Service ComponentTotal Unique SSNs by Service# Surveys
Returned# Adverse
Surveys% Positive Surveys to

Surveys Returned

AC AF0
ANG0
ARNG291
MFR0
TPR0
US AFR0
USACE0
USAR0
USCG0
USCGR0
USNR0
TOTAL291
COMPLIANCE:

PDHRA Call Center Customer Satisfaction Surveys

Service ComponentTotal Unique SSNs by Service# Surveys
Returned# Adverse
Surveys% Positive Surveys to

Surveys Returned

AC AF0
ANG0
ARNG0
MFR0
TPR0
US AFR0
USACE1
USAR0
USCG0
USCGR0
USNR0
TOTAL0
COMPLIANCE:
MHA Group Event Customer Satisfaction Surveys
Service ComponentTotal Unique SSNs by Service# Surveys
Returned# Adverse
Surveys% Positive Surveys to

Surveys Returned

AC AF0
ANG0
ARNG0
MFR923
TPR0
US AFR0
USACE0
USAR0
USCG0
USCGR0
USNR0
TOTAL923
COMPLIANCE:
MHA Call Center Customer Satisfaction Surveys
Service ComponentTotal Uniques SSNs by Service# Surveys
Returned# Adverse
Surveys% Positive Surveys to

Surveys Returned

AC AF58
ANG589
ARNG0
MFR6
TPR0
US AFR283
USACE0
USAR0
USCG1
USCGR0
USNR32
TOTAL969
COMPLIANCE:
PreDHA Group Event Customer Satisfaction Surveys
Service ComponentTotal Unique SSNs by Service# Surveys
Returned# Adverse
Surveys% Positive Surveys to

Surveys Returned

AC AF0
ANG0
ARNG0
MFR0
TPR0
US AFR0
USACE0
USAR0
USCG0
USCGR0
USNR0
TOTAL0
COMPLIANCE:

PreDHA Call Center Customer Satisfaction Surveys

Service ComponentTotal Unique SSNs by Service# Surveys
Returned# Adverse
Surveys% Positive Surveys to
TOTAL
COMPLIANCE:

Deliverable 20 - Customer Satisfaction 12/14/2016 1:47:04 PM

KPI 6 - DHA POC

RHRP II - Deliverable 20 - KPI 6

Customer Satisfaction

Date Selection Range: Tuesday, November 01, 2016 to Wednesday, November 30, 2016

DHA Group Event POC Customer Satisfaction Surveys
Service Component# Surveys
Returned# Adverse
Surveys% Positive Surveys to

Surveys Returned

TOTAL
COMPLIANCE:

Deliverable 20 - Customer Satisfaction 12/14/2016 1:47:04 PM

KPI 7 - IMR

RHRP II - Deliverable 20 - KPI 7

Customer Satisfaction

Date Selection Range: Tuesday, November 01, 2016 to Wednesday, November 30, 2016

IMR Customer Satisfaction Surveys Summary
Service ComponentTotal Unique SSNs by Service# Surveys
Returned# Adverse
Surveys% Positive Surveys to

Surveys Returned

AC AF0
ANG197
ARNG19,156
MFR689
TPR646
US AFR2
USACE0
USAR48,010
USCG913
USCGR372
USNR120
TOTAL70,105
COMPLIANCE:
IMR Group Event Customer Satisfaction Surveys Summary
Service ComponentTotal Unique SSNs by Service# Surveys
Returned# Adverse
Surveys% Positive Surveys to

Surveys Returned

AC AF0
ANG197
ARNG19,075
MFR689
TPR0
US AFR0
USACE0
USAR34,966
USCG470
USCGR0
USNR107
TOTAL55,504
COMPLIANCE:
IMR In Clinic Customer Satisfaction Surveys Summary
Service ComponentTotal Unique SSNs by Service# Surveys
Returned# Adverse
Surveys% Positive Surveys to
TOTAL
COMPLIANCE:

Deliverable 20 - Customer Satisfaction 12/14/2016 1:47:04 PM

KPI 8 - IMR POC

RHRP II - Deliverable 20 - KPI 8

Customer Satisfaction

Date Selection Range: Tuesday, November 01, 2016 to Wednesday, November 30, 2016

IMR Group Event POC Customer Satisfaction Surveys
Service Component# Surveys
Returned# Adverse
Surveys% Positive Surveys to
TOTAL
COMPLIANCE:

Deliverable 20 - Customer Satisfaction 12/14/2016 1:47:04 PM

KPI 9 - Dental

RHRP II - Deliverable 20 - KPI 9

Customer Satisfaction

Date Selection Range: Tuesday, November 01, 2016 to Wednesday, November 30, 2016

Dental Customer Satisfaction Surveys Summary
Service ComponentTotal Unique SSNs by Service# Surveys
Returned# Adverse
Surveys% Positive Surveys to

Surveys Returned

AC AF0
ANG407
ARNG12,267
MFR850
TPR0
US AFR4
USACE0
USAR20,445
USCG0
USCGR67
USNR1,530
TOTAL35,570
COMPLIANCE:
Dental Group Event Customer Satisfaction Surveys
Service ComponentTotal Unique SSNs by Service# Surveys
Returned# Adverse
Surveys% Positive Surveys to

Surveys Returned

AC AF0
ANG385
ARNG12,216
MFR849
TPR0
US AFR0
USACE0
USAR15,703
USCG0
USCGR0
USNR1,506
TOTAL30,659
COMPLIANCE:
Dental In Clinic Customer Satisfaction Surveys
Service ComponentTotal Unique SSNs by Service# Surveys
Returned# Adverse
Surveys% Positive Surveys to
TOTAL
COMPLIANCE:

Deliverable 20 - Customer Satisfaction 12/14/2016 1:47:04 PM

KPI 10 - Dental POC

RHRP II - Deliverable 20 - KPI 10

Customer Satisfaction

Date Selection Range: Tuesday, November 01, 2016 to Wednesday, November 30, 2016

Dental Group Event POC Customer Satisfaction Surveys
Service Component# Surveys
Returned# Adverse
Surveys% Positive Surveys to
TOTAL
COMPLIANCE:

Deliverable 20 - Customer Satisfaction 12/14/2016 1:47:04 PM image1.png

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