Technical Exhibit 1 - Performance Requirements Summary (PRS)_03JUN26.docx
DOCX document 31 KB Posted
- Attached to
- USARC DEERS Support Services
- Solicitation number
- W9124726RA010
About this file
This is a Technical Exhibit containing a Performance Requirements Summary (PRS) that establishes measurable performance standards and acceptable quality levels for contractor services supporting the USARC DEERS Support Services contract (W9124726RA010). The PRS defines 11 performance objectives with specific thresholds, surveillance methods, and remedies that will be monitored throughout contract performance and reflected in annual Contractor Performance Assessment Reporting System (CPARS) ratings.
The performance objectives address critical service requirements including: ID and CAC card issuance (85% completion within 15 minutes of customer arrival), DEERS and RAPIDS system updates (100% accuracy), development of customer service handouts (95% accuracy), site roster maintenance (95% accuracy, 98% timeliness), weekly and monthly reporting (95% accuracy, 98% timeliness), SOP and Continuity Book maintenance (70% score), employee training compliance (100% of staff current on all required certifications assessed monthly), quality control operations (no more than one late deliverable and one rejected deliverable per month, maximum two substantiated complaints per location monthly), ID card operator support (100% card issuance to eligible recipients only, maximum two complaints per location monthly), minimum productive hours maintenance (90% or higher rate monthly), and vacancy backfill (100% of vacancies filled within 21 calendar days). Performance deficiencies require immediate corrective action plans submitted to the Contracting Officer's Representative (COR), Alternate COR, and USARC G-1/APO, with contractors bearing all costs for correction. Government surveillance includes period sampling, random sampling, validated customer complaints, and compliance monitoring beyond the stated objectives.
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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 performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success. Failure to meet Acceptable Quality Levels will be reflected in the contractor’s annual CPARS.
Performance Objective (The Service required—usually a shall statement)
Standard
PERFORMANCE THRESHOLD (THIS IS THE MAXIMUM ERROR RATE. IT COULD POSSIBLY BE “ZERO DEVIATION FROM STANDARD”)
Remedy
Method of Surveillance
PRS #1
The contractor shall be responsible for the accountability, control verification and issuance of ID and CAC cards In Accordance With (IAW) PWS paragraph 5.1.1.
| The contractor provided ID and CAC cards that are timely, accurate, compliant with regulatory guidance, and identify the appropriate privileges for each recipient validated via DD Form 1172 and DD Form 2842. |
| The contactor shall complete 85% of input and updates no more than 15 minutes from the time the customer arrives at the workstation until their records in the DEERS/ RAPIDS records are complete. |
| Contractor shall provide a corrective action plan to the COR./ACOR and USARC G-1/APO. |
| Period Sampling; Random Sampling; Validated Customer Complaint received by COR. |
PRS #2
Updates to Defense Enrollment Eligibility Reporting System (DEERS) and the Real-Time Automated Identification System (RAPIDS), and or other applicable systems: IAW PWS paragraph 5.2.
The Contractor shall provide accurate updates to the DEERS and RAPIDS systems. The contractor shall process and complete DEERS/RAPIDS input and updates accurately and in timely manner. Contractor shall maintain all required information and records in the DEERS/RAPIDS system.
100% accuracy of data entries
| Contractor shall correct performance deficiencies and corrective action plan to the COR/ACOR and USARC G-1/APO.. |
| Period Sampling; Random Sampling; Validated Customer Complaint received by COR. |
PRS #3
Develop Customer Service Handouts IAW PWS paragraph 5.3.
The Contractor shall provide accurate customer service handouts.
Quality: 95% accurate and accepted without changes.
Timeliness: 95%
| Contractor shall provide a corrective action plan to the USARC G-1/APO and COR/ACOR.COR. |
| Period Sampling; Random Sampling; Validated Customer Complaint received by COR. |
PERFORMANCE THRESHOLD (THIS IS THE MAXIMUM ERROR RATE. IT COULD POSSIBLY BE “ZERO DEVIATION FROM STANDARD”)
PRS #4
Develop and maintain Site Roster IAW PWS paragraph 5.55.
The Contractor shall provide accurate and timely information on the rosters.
Quality: 95% accurate and accepted without changes.
Timeliness: 98%
| Contractor shall correct performance deficiencies and provide toprovide them to the COR./ACOR and USARC G-1/APO. |
| Random Sampling. |
PRS #5
Provide Weekly and Monthly Reports IAW PWS paragraph 1.11.1.20.3. and 5.11.1.9.1.
The Contractor shall provide accurate and timely reports.
Quality: 95% accurate and accepted without changes.
Timeliness: 98%
| Contractor shall correct performance deficiencies and corrective action plan to the COR./ACOR and USARC G-1/APO. |
| Period Sampling; Random Sampling. |
PRS #6
Maintain Site Standard Operating Procedures (SOPs) and Continuity Book IAW PWS paragraph 5.5.6.
The Contractor shall provide accurate SOP and Continuity Book in timely manner.
70% Score
| Contractor shall correct performance deficiencies and corrective action plan to the COR/ACOR and USARC G-1/APO. |
| Period Sampling; Random Sampling; Validated Customer Complaint received by COR. |
PRS #67
Training RAPIDS and all other training rRequirements IAW PWS paragraph 1.9. and 5.12.
Complete and timely IAW PWS and report in monthly status report.
10095% of employees have all required training up to date, assessed monthly.
Contractor shall provide corrective action plan to the USARC G-1/APO and COR /ACOR within 10 days.
Contractor shall correct performance deficiencies at no additional cost to the Government.
Period Sampling; Random Sampling.
PRS #78
Conduct Quality Control (QC) IAWRequired Deliverables
PWS
paragraphs 1 and 5, including all sub- paragraphs, .
TE 2
paragraphs 1.6.2.6. and 5.1.
Required deliverables, Complete and timely IAW PWS and report in monthly status report.
The Contractor shall Perform QC services to ensure all System Operators are successfully performing all duties and responsibilities in compliance with all current regulatory guidance and directives Timeliness: No more than one deliverable late per month.
Quality: No more than one deliverable rejected per month due to inaccurate or incomplete information.
Quality: No more than two substantiated, documented customer complaints per location per month, with no more than 10 complaints per month overall.
Accuracy: No deviation from standard.
Contractor shall provide corrective action plan to the USARC G-1/APO and COR/ACOR within 10 days.
Contractor shall correct performance deficiencies at no additional cost to the Government.
Quality: 100% Compliance Period Sampling; Random Sampling.
Validated Customer Complaint received by COR.
PERFORMANCE THRESHOLD (THIS IS THE MAXIMUM ERROR RATE. IT COULD POSSIBLY BE “ZERO DEVIATION FROM STANDARD”)
PRS #9
ID Card Operator Support
PWS
paragraphs 1.6.1.8. and 5.1.
Accuracy/Quality: Issue 100% of ID cards, ID tags, Geneva convention cards, USID cards, and CACs to eligible recipients only.
Quality: No more than two substantiated, documented customer complaints per location per month, with no more than 10 complaints per month overall.
Accuracy: No deviation from standard.
Contractor shall provide immediate corrective action plan to the USARC G-1/APO and COR/ACOR
Contractor shall correct performance deficiencies at no additional cost to the Government.
Period Sampling; Random Sampling; Validated Customer Complaint received by COR.
PRS #10
Minimum Productive Hours
TE 5
Qualified Contractor personnel shall be present and performing services at all locations IAW TE 4-5 Contractor shall maintain a minimum productive hours rate of 90% or higher at every site, assessed monthly (see note below TE 4-5).
Quality: No more than two substantiated complaints per month due to performance gaps (vacancies, tardiness, extended absences, inexperienced replacements, poor training) Contractor shall provide a corrective action plan to the USARC G-1/APO and COR/ACOR
Contractor shall correct performance deficiencies at no additional cost to the Government.
Random Sampling.
PRS #11
Backfill of Vacancies
PWS
paragraphs 1.12.3.
Contractor shall fill vacancies in a timely manner.
Timeliness: 100% of vacancies filled* within 21 calendar days.
Contractor shall provide a corrective action plan to the COR/ACOR and USARC G-1/APO
If position is not filled within 21 calendar days, Government may decrement the contract value for an amount equal to the proposed labor rate and hours from the time the position became vacant until such time the vacancy is filled. See NOTE below.
Period Sampling.
*A vacancy is considered filled when the Contractor has hired an individual and that individual has completed company onboarding processes AND completed/submitted all paperwork necessary to initiate a background investigation. Onboarding is completed once a Contractor is eligible for a CAC issuance.
NOTE: Government surveillance of contractor performance is not limited to the Performance Objectives as outlined in this PRS. The Government reserves the right to conduct compliance surveillance of any contractual requirement of this acquisition.
File details come from the government source that posted it. Updated .