ITSS - Performance Requirements Summary (PRS).pdf

QASP Performance Requirements Summary

ACQUISITION SENSITIVE

PWS

Reference

Performance Objective

Performance Standard

(Satisfactory Performance)

Acceptable Quality Level

Method of Surveillance

PWS – 4.1,

6.0

PRS #1

Adequate staffing to complete requirements.

1. *All staffing positions filled within 60 calendar days of requisition request.

2. Written notification of vacancies of key personnel provided to the COR immediately.

3. The resume(s) of proposed replacement Key Personnel submitted within 15 days of vacancy notification.

4. All positions for Key Personnel filled within 15 calendar days of government approval.

1. 95% of positions filled within 60 calendar days.

2. Immediate written notification provided to COR for 100% of Key Personnel vacancies.

3. 95% of Key Personnel positions received proposed replacement resume within 15 calendar days of vacancy notice.

4. 95% of Key Personnel positions filled within 15 calendar days of government approval.

1. 100% Inspection:

Monitor the date that the staffing requisition was given to the contractor against the date the requisition was filled.

2. Customer Feedback / Complaint.

PWS – 1.8 PRS #2

Consistent delivery of high quality deliverables.

1. Deliverables are accurate, complete and incorporate all pertinent data with no (or minor) adjustments required by the government.

2. Any errors / omissions identified by the government are corrected within three

(3) business days.

1. Less than 5% defects.

2. No defects.

1. Customer Feedback / Complaints on Quality Control.

2. Periodic Inspection of Quality Control.

PWS – 5.0 PRS # 3

1. Deliverables and services provided on schedule.

1. 95% on-time delivery.

1. 95% on-time delivery.

1. 100% inspection of weekly status reports status by COR / government.

2. Customer Feedback / Complaints.

PWS - 4.1.1 PRS #4

1. Positive Business Relations, Customer Satisfaction and Timely and Open Communications.

1. The contractor was responsive to Government concerns and promptly applied corrective action to performance issues.

2. The contractor provided timely

1. Acceptable rate 95%.

2. Issues reported to the government within one (1) business day of discovery.

1. Customer Feedback / Complaints.

2. Random Inspection of Technical Infrastructure Management.

QASP Performance Requirements Summary

ACQUISITION SENSITIVE

notification of issues and/or items requiring government actions.

PWS – 5.0 PRS # 5

Timely, accurate and complete program reporting.

1. Monthly Status Report, Manpower Report, biweekly Fund Execution Report by Program, Quality, Risk Management Plan and Quarterly Program Management Review reports are delivered on time and meet all PWS content requirements.

2. Real‐time procurement calendar schedule maintained consistently and accurately for all acquisition requirements.

1. All reports delivered on time.

2. Less than 5% errors in procurement data.

1. 100% inspection of weekly status reports by COR / government.

2. 100% inspection of monthly cost reports by COR / government.

PWS – 4.1.1.7 PRS # 6

Operations Center Activities.

1. Ticket auditing for accuracy

2. Service Desk Resolution Rate (tier one (1)).

3. Mean Time to resolution.

4. Customer Satisfaction Rate.

1. Acceptable range is 92%.

2. Acceptable range at tier one (1) is 20%.

3. Acceptable closure time <= 10 minutes per ticket.

4. Acceptable rate 95%.

1. 100% inspection of weekly status reports by COR / government.

PWS - 4.1.1.9 PRS # 7

Desktop Support.

1. Ticket Assignment.

2. Contact customer.

3. Ticket resolution.

4. Technical refresh of desktops.

1. Assign tickets less than 30 minutes of original ticket request.

2. Contact customer less than 30 minutes after ticket assignment.

3. Resolve 80% of open ticket per week.

4. Perform a 20% technical refresh of desktop equipment annually.

1.100% inspection of weekly status reports by COR / government.

*Filled consists of the contractor providing a tentative job offer to a prospective employee which is dependent upon the candidate’s ability to pass the appropriate background investigation and/or possession of the proper clearance level to work at PL ALTESS (see Performance Work Schedule section 3.3).