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ATTACHMENT 1
Performance Requirements Summary 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 |
| PERFORMANCE THRESHOLD |
| METHOD OF SURVEILLANCE |
| PENALTIES |
| 1) PWS Part 1 Management and Administration (Para 1.6.1) All Phase -In functions shall be performed in an effective and efficient manner as outlined in PWS to facilitate a seamless transition from incumbent contract to contract awardee. |
| 95% of necessary personnel actions, deliverables and actions are completed within the 30 day phase-in period, IAW established milestone time frames |
| >95% Percent Total PRS Compliant Rate |
| 100% Inspection of COR; PRS Inspection Checklist. |
| 1.0% deduction of total Monthly Invoice amount for all areas |
| 2) PWS Part 1 Management and Administration (Para. 1.6.8) Quality Control – The Contractor shall prepare at a minimum semiannually a report where more than one visit was required to complete a repair and establish procedures to reduce the number of repeat visits. The Government may request a follow on report on a monthly basis after the initial report. |
| 100% delivered on time. Report shall forward to the COR at a minimum semiannually, or on a monthly basis, if requested by the COR; Monthly COR PRS inspection checklist Pass / Fail criteria. |
| 95 % accuracy |
| 100% Inspection of COR; PRS Inspection Checklist. |
| 1.5% deduction of total Monthly Invoice amount for all areas |
| 3) PWS Part 5 Specific Tasks (para. 5.1 c. Basic Services) The Contractor shall only perform work which was authorized by the Government and is within the Scope of the Contract. |
| It is the Contractor’s responsibility to ensure that locations visited and work performed are authorized by the SPOC/Call Center Contractor and are within the scope of this PWS; Monthly COR PRS inspection checklist Pass / Fail criteria. |
| 100 % accuracy |
| SPOC log comparison, random sampling, calling customers; PRS Inspection Checklist |
2.0% deduction of total Monthly Invoice amount for all areas
| PERFORMANCE OBJECTIVE |
| STANDARD |
| PERFORMANCE THRESHOLD |
| METHOD OF SURVEILLANCE |
| PENALTIES |
| 4) PWS Part 5 Specific Tasks (para. 5.2 b. Repair Services) The Contractor shall respond to all repair calls within the given timeframe in accordance with the PWS 5.2 |
| 95% of calls shall be responded to within 1 Contractor working day for ranges, refrigerators and freezers, or within 2 Contractor working days for washers, dishwashers and dryers. This doesn’t apply if the customer requested an appointment on a later date; Monthly COR PRS inspection checklist Pass / Fail criteria. |
| >95 Percent Total PRS Compliant Rate |
| 100 % Inspection by COR, verified Customer complaints; PRS Inspection Checklist |
| 5.0% deduction of total Monthly Invoice amount for the Area where the failure occurred |
| 5) PWS Part 5 Specific Tasks (para. 5.2 b. Repair Services) The Contractor shall respond to Short Notice repair calls within the given timeframe in accordance with the PWS 5.2. The reason for the short notice Service should be on the service request and properly annotated on the Work Order by the Contractor (e. g. Four burners defective, Washer shorts the power supply etc.). |
| 98% of emergency calls are responded to in accordance with the PWS; |
Monthly COR PRS inspection checklist Pass / Fail criteria.
| >98 Percent Total PRS Compliant Rate |
| 100 % Inspection by COR, verified Customer complaints; PRS Inspection Checklist |
| 2.0% deduction of total Monthly Invoice amount for the Area where the failure occurred |
| 6) PWS Part 5 Specific Tasks (para. 5.4 Work Order Form) Work Orders and matching eMH Service Requests shall be provided to the local Domestic Appliance Inspectors within the given timeframe in accordance with the PWS 5.2 |
| 95% Documentation is provided to the local Domestic Appliance Inspectors, correct and complete, within two working days after completion of the call; Monthly COR PRS inspection checklist Pass / Fail criteria. |
| >95 Percent Total PRS Compliant Rate |
| 100 % Inspection by COR, verified Customer complaints; PRS Inspection Checklist |
| 1.0% deduction of total Monthly Invoice amount for the Area where the failure occurred |
| PERFORMANCE OBJECTIVE |
| STANDARD |
| PERFORMANCE THRESHOLD |
| METHOD OF SURVEILLANCE |
| PENALTIES |
| 7) PWS Part 5 Specific Tasks (para. 5.5 Invoicing) Data Requirements - Invoices, and Invoice Attachments shall be provided in a correct and timely manner |
| 85% delivered on time, the invoices shall be put in iRAPT NLT the 5th working day of the follow on month; |
Monthly COR PRS inspection checklist Pass / Fail criteria.
| 100 % accuracy |
| 100% Inspection of COR; PRS Inspection Checklist. |
| Memo for contract file |
| 8) PWS Part 5 Specific Tasks (para. 5.6.1 Repairs) The Contractor shall complete all repairs within the first visit at customer’s homes, Troop buildings, Contractor Shop or FMO’s. This does not apply to cases where it is the Government’s fault a repair cannot be completed within the first visit (e.g. no spare parts available to the Contractor etc.) |
| 90% of all repairs are completed within the first visit; Monthly COR PRS inspection checklist Pass / Fail criteria. |
| >90 Percent Total PRS Compliant Rate |
| 100% Inspection of COR; verified customer complaints, PRS Inspection Checklist. |
| 5.0% deduction of total Monthly Invoice amount for the Area where the failure occurred |
9) PWS Part 5 Specific Tasks (para. 5.6.1 Repairs) Quality Control – The Contractor shall perform all Services in a professional manner, without damages to customer’s or Government’s property.
No more than 4% verified customer complaints, verified damages are settled within three weeks;
Monthly COR PRS inspection checklist Pass / Fail criteria.
| >96 Percent Total PRS Compliant Rate |
| Random Sampling, |
Unscheduled Inspections, verified customer Complaints; PRS Inspection Checklist.
1.0% deduction of total Monthly Invoice amount for the Area where the failure occurred
10) PWS Part 5 Specific Tasks (para. 5.6.1 8 Repair Price Limitation) Quality Control – The Contractor shall repair all appliances within the MEL table. The MEL calculation shall include the FFP repair rate for the appliance, the price for the GFP, and Common Standard Item Parts
| 100% of all repairs shall be within the MEL table; Monthly COR PRS inspection checklist Pass / Fail criteria. |
| 100 % accuracy |
| 100% Inspection of COR; PRS Inspection Checklist. |
| 3.0% deduction of total Monthly Invoice amount for the Area where the failure occurred |
| PERFORMANCE OBJECTIVE |
| STANDARD |
| PERFORMANCE THRESHOLD |
| METHOD OF SURVEILLANCE |
| PENALTIES |
| 11) PWS Part 5 Specific Tasks (para. 5.6.1 9 Cannibalization) Quality Control – The Contractor shall only cannibalize the repair parts listed on Attachment # 11 to use for future repairs |
| 100% of the cannibalized repair parts shall be listed on Attachment # 11; Monthly COR PRS inspection checklist Pass / Fail criteria. |
| 100 % accuracy |
| Random Sampling, |
Unscheduled Inspections; PRS Inspection Checklist.
1.0% deduction of total Monthly Invoice amount for the Area where the failure occurred
| 12) PWS Part 5 Specific Tasks (para. 5.7 Parts Management) Contractor-Provided Common Item Repair Parts Management shall be accomplished efficiently, cost effective to the Government |
| No more than 5% late repairs due to lack of Contractor-Provided Common Item Standard Parts; Monthly COR PRS inspection checklist Pass / Fail criteria. |
| >95 Percent Total PRS Compliant Rate |
| Random Sampling, |
Unscheduled Inspections, Customer Complaints; PRS Inspection Checklist.
1.0% deduction of total Monthly Invoice amount for Common Item Parts Standard Parts for the Area where the failure occurred
| 13) PWS Part 5 Specific Tasks (para. 5.7 (1) Common Standard Item Parts) Contractor shall provide a monthly report of Common Item Parts used and the cost thereof (Common Standard Item Consumption Report) |
| 100 % delivered on the 5th working day of the following month; Monthly COR PRS Inspection checklist Pass / Fail criteria. |
| 100 % accuracy |
| 100% Inspection of COR PRS Inspection Checklist. |
| 1.0% deduction of total Monthly Invoice amount for all areas |
| 14) PWS Part 5 Specific Tasks (para. 5.8 a. Appliance Information) Data Requirements – The Contractor shall check the Data plate on each serviced appliance. The appliance data shall be recorded and verified every time. The Contractor shall put/update all required Data in DARMS as defined in the PWS. |
| 95 % data accuracy; Monthly COR PRS inspection checklist Pass / Fail criteria. |
| 95 % data accuracy |
| 100% Inspection of COR PRS Inspection Checklist. |
| 4.0% deduction of total Monthly Invoice amount |
for all areas
| PERFORMANCE OBJECTIVE |
| STANDARD |
| PERFORMANCE THRESHOLD |
| METHOD OF SURVEILLANCE |
| PENALITIES |
| 15) PWS Part 5 Specific Tasks (para. 5.9 c. Contractor Personnel) The Contractor shall provide training to his technicians throughout the life of the contract on new appliance models, both US and European. |
| 100% delivered on time. Documentation of training and attendees shall be |
submitted to the COR within 5 days after the training event; Monthly COR PRS inspection checklist Pass / Fail criteria.
| 100 % accuracy |
| 100 % Inspection by COR and QA Specialist; Inspection Checklist. |
| 1.0% deduction of total Monthly Invoice amount |
For all areas
