B08_SOD_Amd 01 - Attach 04 - PRS.pdf
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- Attached to
- Service Order Desk Contract
- Solicitation number
- W911RZ-26-Q-A007
About this file
This is a Performance Requirements Summary for the Service Order Desk function at USAG-Fort Carson Directorate of Public Works. The document establishes performance standards and acceptable quality levels (AQL) for contractor services, with a progressive incentive structure for non-compliance.
The contractor must maintain a Project Manager available 24/7 with no more than two failed contact attempts per month, meet all training and certification requirements with zero tolerance for expiration, and follow established scripts in a professional manner with only 5% deviation permitted. Order processing requirements include 95% accuracy in GFEBS system input (DMO, PMO, OWO, PWO classification and assignment), proper notification of P1 emergency orders with zero tolerance and non-emergency orders with no more than two failures per month, timely submission of GFEBS reports and daily call logs (one business day beyond due date maximum), and monitoring ArMA website requests with no more than 5% error rate. Non-compliance triggers a progressive enforcement mechanism: first incident results in a Corrective Action Report (CAR); second incident adds a deduction or negative CPARS rating; third incident applies CAR, deduction, negative CPARS rating, or other remedies as determined by the Contracting Officer. All performance standards are tied to negative CPARS ratings and corrective actions to ensure acceptable quality levels.
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Text version
USAG-FORT CARSON DIRECTORATE OF PUBLIC WORKS
Service Order Desk
PERFORMANCE REQUIREMENTS SUMMARY
PERFORMANCE REQUIREMENTS
SUMMARY
REQUIRED
SERVICES
PERFORMANCE STANDARD ACCEPTABLE QUALITY
LEVEL (AQL)
*INCENTIVE
(NEGATIVE)
1.9.1 Project Manager shall be available
24/7, except as authorized at 1.9.1.
Substitution of the PM during extended periods shall be identified to the KO within one business day. Substitute or replacement PM shall be an individual with qualifications commensurate to those of the PM and the PWS.
No more than two failed attempts to reach the PM 24/7 within a monthly billing period.
Corrective Action Report (CAR)
Negative CPARS rating
1.9.3, 1.13.1, 1.14, 1.16.2, 1.20.1
The Contractor shall meet all training and certification requirements with zero expiration and provide all required certificates to the Government.
Zero tolerance. CAR Negative CPARS rating
5.1.4 The Contractor shall follow the script in a
professional and courteous manner for all interactions.
5% deviation of the script. CAR Negative CPARS rating
5.4.6.1 Fail to notify the Service Contractor of a
P1 order (DMO, OWO), via email or phone notification.
Zero tolerance. CAR Negative CPARS rating
5.4.6.1 Fail to notify a Service Contractor of a
non-emergency OWO (P1) order by phone, or email, to include CORs via email.
No more than two (2) failures per month.
CAR
Negative CPARS rating
5.2 5.3 5.4
The Contractor shall process all orders (DMO, PMO, OWO, or PWO) requests & ensure proper classification and assignment in GFEBS (i.e. priority, work center, BOM, MOTHBALL, FLWUP etc., and functional location).
95% accuracy of orders input into GFEBS per month
CAR
Negative CPARS rating
5.4 5.4.10
GFEBS Reports, Daily Call Log Rpt. One business day beyond due date
CAR
Negative CPARS rating
5.6 Monitor and Process requests in the
ArMA website.
5% Error CAR Negative CPARS rating
*Incentives will be implemented in order of appearance in the Table. For example:
1st Incident = CAR; 2nd Incident = CAR + Deduction or Negative CPARS;
3rd Incident = CAR + Deduction + Negative CPARS or Other Remedies Available to the Contracting Officer to bring performance to an acceptable level of quality.
daniel.r.benedict Cross-Out
File details come from the government source that posted it. Updated .