Technical Exhibit A - PRS 27 May 26.xlsx
XLSX spreadsheet 22 KB Posted
- Attached to
- Army Transition Assistance Program Services
- Solicitation number
- W9124D26RA041
About this file
This is a Technical Exhibit containing Key Performance Indicators (KPIs) and performance standards for the Army Transition Assistance Program (TAP) Services contract (W9124D26RA041). The document establishes 19 measurable performance objectives with corresponding acceptable quality levels (AQLs), surveillance methods, and remedies for contractor performance management.
The KPIs encompass core TAP service delivery areas including: timeliness and quality of deliverables (95% AQL), key personnel vacancy management (98% AQL with 14-21 business day fill requirements depending on location), walk-in client services (15-minute reception standard, 95% AQL), one-on-one counseling services (15 business day maximum wait, 95% AQL), case management functions (98% AQL for counselor assignment, 90% AQL for no-show documentation within 24 hours, 95% AQL for contact frequency not exceeding 90 days), and service cancellation rate caps (maximum 5% across individualized counseling and group classes, 95% AQL). Additional performance standards address financial counseling provision by accredited/certified professionals (100% AQL), capstone counseling scheduling at least 90 days prior to transition (98% AQL), virtual center operations including email response within 2 days (90% AQL) and average telephone wait times not exceeding 15 minutes (95% AQL), local customer service reception without exceeding 15-minute wait times (95% AQL), IT support troubleshooting within 3 business days (90% AQL), and special mission customer satisfaction maintenance at 90%. Surveillance methods include monthly status reports, TAP system audits, random sampling, customer surveys, and periodic inspections, with remedies ranging from contractor management corrective action to cost adjustments based on operational impact to the Government.
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Text version
PRS
| KPI Number | Performance Objective Task | Applicable PWS Section(s) | Performance Standard | Acceptable Quality Level (AQL) | Incentive / Disincentive | Surveillance Source | Surveillance Method and Frequency | Remedy |
| 1 | Timeliness and Quality of Deliverables Submission | Deliverables | Submit deliverables on time without errors | 95% | Documentation | 100% Inspection | Submit deliverables | |
| 2 | Key Personnel | 1.9 | The contractor shall ensure that positions identified as Key Personnel are vacant no more than fourteen (14) business days when serving at a place of performance within CONUS and twenty-one (21) business days when serving at a place of performance OCONUS. | 98% | Monthly Status Report | 100% Inspection | Cost consideration or adjustment based on operational impact to the Government | |
| 3 | Basic Services (Walk-in) | 5.1.6. | The contractor shall ensure that walk-in clients requesting information or support related to TAP services are received and scheduled for the follow-on support within fifteen (15) minutes upon arrival to any TAP Center providing services listed in Technical Exhibit D – Place of Performance Throughput Data. | 95% | Survey | Customer Feedback | Contractor Management takes corrective action or assigns more resources if recurring. | |
| 4 | Basic Services (1-on-1) | 5.1.7. & 5.4.3 | The contractor shall ensure that clients requesting any one-on-one services are provided counseling or other one-on-one services by a TAP counselor in no more than fifteen (15) business days from client request. | 95% | TAP System of Record | Random Sampling | Contractor Management takes corrective action or assigns more resources if recurring. | |
| 5 | Basic Services (Records) | 5.1.10 | The contractor shall maintain, store, and safeguard all CRS deliverables IAW the client’s ITP on a local shared network for at least six (6) months past the client’s transition date for review and audit purposes. | 98% | Government Furnished storage | Random Sampling | Contractor Management takes corrective action or assigns more resources if recurring. | |
| 6 | Case Management (Assignment) | 5.3.2 | Assign a TAP counselor to each client prior to IIC, who shall serve as the client’s primary case manager throughout their transition. | 98% | TAP System of Record | Periodic Inspection | Contractor Management takes corrective action or assigns more resources if recurring. | |
| 7 | Case Management (No Show) | 5.3.7 | Coordinate with the DGR to identify and communicate no-shows for scheduled counseling or events to unit representatives and chain of command; and input no-show information into the TAP system of record within twenty-four (24) hours. | 90% | TAP System of Record | Periodic Inspection | Contractor Management takes corrective action or assigns more resources if recurring. | |
| 8 | Case Management (Contract) | 5.3.10 | Ensure that the time between counselor and client contact does not exceed ninety (90) calendar days within the transition lifecycle. | 95% | TAP System of Record | Periodic Inspection | Contractor Management takes corrective action or assigns more resources if recurring. | |
| 9 | Case Management (Cancellation) | 5.3.12 | The contractor shall not exceed a cancellation rate of more than five percent for any individualized counseling or service at any single place of performance or throughout the enterprise. | 95% | Monthly Status Report | Random Sampling | Cost consideration or adjustment based on operational impact to the Government | |
| 10 | Financial Counseling | 5.5.7 | Provide financial counseling to clients as follow-up to the Financial Planning for Transition class or at the request of the client. Ensure that only an Accredited/Certified Financial Counselor/Planner (refer to Technical Exhibit E – Special Qualifications) provides financial counseling to clients. | 100% | TAP System of Record | Random Sampling | Cost consideration or adjustment based on operational impact to the Government | |
| 11 | Capstone Counseling. | 5.6.1 | Schedule Capstone counseling no less than ninety (90) days prior to projected client transition date or as soon as possible for unprojected and unprogrammed losses, and in accordance with the distributive learning model, client tier level assignment, and this PWS. | 98% | TAP System of Record | Periodic Inspection | Cost consideration or adjustment based on operational impact to the Government | |
| 12 | Teach Curriculum in Group Setting | 5.7 | The contractor shall not exceed a cancellation rate of more than five percent for any class at any single place of performance or throughout the enterprise. | 95% | Monthly Status Report | Periodic Inspection | Cost consideration or adjustment based on operational impact to the Government | |
| 13 | Mobilization and Demobilization TAP events | 5.8.2 & 5.15 | Maintain consistent contact with the Office of the Chief of the Army Reserve (OCAR), National Guard Bureau (NGB), Installation Management Command (IMCOM) Headquarters (HQ), or any other designated command and solicit annual mobile TAP services requirements from OCAR and NGB and submit a report to validate requirements to the COR quarterly. | 95% | Monthly Status Report | Periodic Inspection | Cost consideration or adjustment based on operational impact to the Government | |
| 14 | Maintain Operational Virtual Center (Email) | 5.10.5 | Resolve or answer client questions in e-mail inquiries within two (2) days. | 90% | Monthly Status Report | Periodic Inspection | Contractor Management takes corrective action or assigns more resources if recurring. | |
| 15 | Maintain Operational Virtual Center (Avg Wait) | 5.10.6 | Monthly average telephone wait time shall not exceed fifteen (15) minutes. | 95% | Monthly Status Report | Periodic Inspection | Contractor Management takes corrective action or assigns more resources if recurring. | |
| 16 | Virtual Center (Max Wait) | 5.10.6 | No individual client telephone call shall have a wait time longer than twenty (20) minutes. | 95% | Monthly Status Report | Periodic Inspection | Contractor Management takes corrective action or assigns more resources if recurring. | |
| 17 | Local Customer Service | 5.12.1 | Physically operate reception areas to provide professional customer service and friendly reception to all clients seeking services, information, registration, scheduling, or otherwise visiting physical TAP centers, without clients waiting no more than fifteen (15) minutes to have questions answered or services rendered. | 95% | DGR Monthly Surveiliance | Periodic Inspection | Contractor Management takes corrective action or assigns more resources if recurring. | |
| 18 | Provide Information Technology Support | 5.14.8 | Resolve or escalate all TAP system of record related trouble tickets within three (3) business day upon receipt. | 90% | TAP System of Record | Random Sampling | Contractor Management takes corrective action or assigns more resources if recurring. | |
| 19 | Provide Special Misson TAP Services | 5.15.9 | Maintain a 90% customer satisfaction rate based on the Government provided Customer Service Satisfaction Survey URL and QR Code at all mobile support missions. | 90% | TAP System of Record | Random Sampling | Contractor Management takes corrective action or assigns more resources if recurring. |
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