Exhibit_A_-_Performance_Requirement_Summary.docx
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- W81K04-17-R-0003
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Department of the Army Medical Command
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Exhibit A - Performance Requirements Summary
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PERFORMANCE REQUIREMENT SUMMARY
8/18/16
Performance Objective
| PWS Reference |
| Performance Standard |
| Acceptable Quality Level |
| Surveillance Method |
Establish and maintain a national, centralized network of qualified preferred vendors capable of providing maintenance services as defined in PWS.
5.1.2
| Establish and maintain a national, centralizd network of qualified preferred vendors based upon the biomedical equipment and device systems’ manufacturers identified in Exhibits C - F. |
| 95% of biomedical equipment and device systems’ manufacturers identified in Exhibits C - F are qualified and available in network not later than 90 days after contract award and maintained at 95% thereafter. |
Monthly Status Report submitted by contractor; Periodic Inspection; and Validated Customer Complaints
| Ensure qualified vendors are available in the national, centralized preferred vendors network within 60 days of task order issuance. |
| 5.1.5 |
| Vendors are qualified and available in national, centralized preferred vendors network based upon the biomedical equipment and device systems’ manufacturers identified in the applicable Exhibit(s) within 60 days of task order issuance. |
| 95% of biomedical equipment and device systems’ manufacturers identified in applicable Exhibit(s) are available in network not later than 60 days after task order issuance. |
Monthly Status Report submitted by contractor; Periodic Inspection; and Validated Customer Complaints
| Reconcile, bill, and process invoice payments to preferred vendors within six months of preferred vendor services. |
| 5.2.7. |
| Preferred vendor billing complete not later than six months of work order completion. |
| 95% of preferred vendor billings completed not later than six months of work order completion. |
Monthly Status Report submitted by contractor; Periodic Inspection; and Validated Customer Complaints
| For scheduled maintenance services, provide work order confirmation within one (1) business day; schedule services within three (3) business days; and contractor or preferred vendor on-site within 20 calendar days. |
| 5.3.1.3.1 - 5.3.1.3.3 |
| Provide work order confirmation within one (1) business day; schedule services within three (3) business days; and contractor or preferred vendor on-site within 20 calendar days. |
| 95% of government work requests for scheduled maintenance services confirmed within one (1) business day; scheduled within three (3) business days; and contractor or preferred vendor on-site within 20 calendar days of work request. |
100% Inspection and Validated Customer Complaints
For unscheduled (non-emergency) maintenance services, provide work order confirmation within two (2) hours of receipt; schedule services within one (1) business day; and complete required services within 10 business days.
5.3.2.2.1 - 5.3.2.2.2
| Provide work order confirmation within two (2) hours of receipt; schedule services within one (1) business days and complete required services within 10 business days. |
| 95% of government work requests for unscheduled (non-emergency) maintenance services confirmed within two (2) hours of receipt; schedule services within one (1) business days and complete required services within 10 business days. |
Validated customer complaints resulting from contractor action or inaction shall not exceed one per 20 work requests per task order.
100% Inspection and Validated Customer Complaints
Operate Hotline 24 hours a day, seven days a week for emergency unscheduled maintenance services work requests.
5.3.3.2
| Hotline operational 24 hours a day, seven days a week for emergency unscheduled maintenance work requests. |
| Hotline operational 100%, 24 hours a day, seven days a week. |
Validated customer complaints resulting from contractor action or inaction shall not exceed one per month per task order.
Periodic Inspection and Validated Customer Complaints
For unscheduled (emergency) maintenance services, provide work order confirmation at the time of work order request via Hotline and respond within 24 hours for emergency unscheduled services.
5.3.3.4
| Provide work order confirmation at the time of work order request and respond within 24 hours for emergency unscheduled services. |
| 97% of government work requests for unscheduled (emergency) maintenance services confirmed at the time of work order via Hotline and respond within 24 hours. |
Validated customer complaints resulting from contractor action or inaction shall not exceed one per 25 work requests per task order.
100% Inspection and Validated Customer Complaints
For routine parts, provide work order confirmation within one (1) business day; order parts within two (2) business days; and once order is placed, provide a timeline and tracking number to the Task Order-level COR/ACOR.
5.3.4.2.2.
| Provide work order confirmation within one (1) business day; order parts within two (2) business days; and once order is placed, provide a timeline and tracking number to the Task Order-level COR/ACOR. |
| 95% of government work requests for routine parts confirmed within one (1) business day; parts scheduled within two (2) business days; and Task Order-level COR/ACOR provided timeline and tracking number. |
Validated customer complaints resulting from contractor action or inaction shall not exceed one per 20 work requests per task order.
100% Inspection and Validated Customer Complaints
For emergency parts, provide work order confirmation via the Hotline; order emergency parts within two (2) hours of work order confirmation; and once order is placed, provide a timeline and tracking number to the Task Order-level COR/ACOR.
5.3.4.2.3
| Provide work order confirmation via the Hotline; order emergency parts within two (2) hours of work order confirmation; and once order is placed, provide a timeline and tracking number to the Task Order-level COR/ACOR. |
| 97% of government work requests for routine parts confirmed within one (1) business day; parts scheduled within two (2) business days; and Task Order-level COR/ACOR provided timeline and tracking number. |
Validated customer complaints resulting from contractor action or inaction shall not exceed one per 25 work requests per task order.
100% Inspection and Validated Customer Complaints
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