Technical_Exhibit_1_-_Performance_Requirements_Summanry_(PRS).pdf
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- Attached to
- DEERS CAC Card Support Services - W91247-19-R-9006 Federal contract opportunity
- Solicitation number
- W91247-19-R-9006
- Issued by
- Defense Contract Management Agency
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Technical Exhibit 1 - Performance Requirements Summary (PRS)
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TECHNICAL EXHIBIT 1
Performance Requirements Summary (PRS)
The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The standard should relate to timeliness, quality, or quantity (metrics) of service required by the Contractor is stated in the PWS verbiage. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.
Required Services
Performance Standard Acceptable Quality Level
(AQL)
Incentive (Positive and/or Negative)
ID and CAC administrative support services.
The Contractor shall provide services IAW
PWS 5.1.
Quality: No more than four
(4) customer complaints per month per location.
Timeliness: 85% completed within 15 minutes from time customer arrives at workstation.
Trends of less than acceptable performance and not re-performed by contractor could result in a negative CPARS rating.
Input & Maintain Records in DEERS/RAPIDS System.
The Contractor shall provide services IAW
PWS 5.2.
Quality: 95% Accepted without changes.
Timeliness: 100% completed before end of business day.
Trends of less than acceptable performance and not re-performed by contractor could result in a negative CPARS rating.
Develop Customer Service Handouts
The Contractor shall provide services IAW
PWS 5.3.
Quality: 95% Accepted without changes.
Timeliness: Updated Semiannually as needed
Trends of less than acceptable performance and not re-performed by contractor could result in a negative CPARS rating.
Provide Recommendation for Process Improvement
The Contractor shall provide services IAW
PWS 5.4.
Quality: Recommendation provides for a 95% Solution.
Timeliness: 30 work days after weakness is identified.
Trends of less than acceptable performance and not re-performed by contractor could result in a negative CPARS rating.
Develop Site Roster of Key POCs
The Contractor shall provide services IAW
PWS 5.5.
Timeliness: COR within five (5) working days of Contract Award and updated semi-annually as needed.
Trends of less than acceptable performance and not re-performed by contractor could result in a negative CPARS rating.
Provide Weekly Reports The Contractor shall provide services IAW
PWS 5.9.1.
Referenced in TE 5
Timeliness: On a weekly basis, every Friday COB
4:30 PM.
Trends of less than acceptable performance and not re-performed by contractor could result in a negative CPARS rating.
Maintain Site Management Manual
The Contractor shall provide services IAW
PWS 5.9.3.
Referenced in TE 2
Quality: 95% Accepted without changes.
Timeliness: After the first three (3) months of Contract performance and updated quarterly thereafter.
Trends of less than acceptable performance and not re-performed by contractor could result in a negative CPARS rating.
Conduct Quality Control
(QC).
The Contractor shall provide services IAW
PWS 5.11.
Quality: 100% Compliance
Timeliness: Perform a minimum of one site visit to each of the 30 locations annually.
Trends of less than acceptable performance and not re-performed by contractor could result in a negative CPARS rating.
Contractor Management Report (CMR)
The Contractor shall provide services IAW
PWS 5.12.
Quality: 100% Compliance
Timeliness: Reported by 31 October of each calendar year.
Trends of less than acceptable performance and not re-performed by contractor could result in a negative CPARS rating.
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