+----------------+-------------------------------------+---------------+
| #              |                                     | # ![]         |
| ![](media/imag |                                     | (media/image2 |
| e1.png){width= |                                     | .png){width=" |
| "0.28125in" he |                                     | 1.25in" heigh |
| ight="0.25in"} |                                     | t="0.8125in"} |
| IW2 *nd* Perfo |                                     |               |
| rmance-Based C |                                     |               |
| ontracting Kit |                                     |               |
+----------------+-------------------------------------+---------------+
| Award Date:    | 12/21/2000                          |               |
|                |                                     |               |
| Expiration     | 12/20/2010                          |               |
| Date:          |                                     |               |
+----------------+-------------------------------------+---------------+
| Contact:       | 1-888-773-6542                      |               |
+----------------+-------------------------------------+---------------+

## Introduction

This document explains what PBSC is and provides a PBSC template for
performance requirements, sample PBSC performance statements, and a
complete sample PBSC Statement of Work (SOW).

 

PBSC is described in the memo of August 8,1997 from the administrator of
the Office of Management and Budget (OMB) to the Agency Senior
Procurement Executives and the Deputy Undersecretary of Defense. The
memo requires the following minimal components for PBSC:

> 1.            Performance requirements that define the work in
> measurable, mission-related terms.
>
> 2.            Performance standards (i.e., quality, quantity,
> timeliness) tied to the performance requirements.
>
> 3.            A Government quality assurance (QA) plan that describes
> how the contractor's performance will be measured against the
> performance standards.
>
> 4.            If the acquisition is either critical to agency mission
> accomplishment or requires relatively large expenditures of funds,
> positive and negative incentives tied to the Government QA plan
> measurements.
>
> *\
> *
>
> **Notes:**

-   In memo item 1 above, OMB's use of "mission-related terms" means
    that requirements are to be couched in terms of *what* is required,
    not *how* it is to be produced.

-   In PBSC, OMB gives direction for writing performance requirements,
    performance standards, a quality assurance plan, and positive and
    negative incentives. Other aspects of the acquisition process are
    not discussed.

-   OMB has not directed agencies to make *all* of their acquisitions
    PBSC, but rather to encourage the use of PBSC *to the maximum extent
    possible*. Therefore, do not try to squeeze all your requirements
    into the PBSC mold if some of them are inappropriate fits. For
    example, building a structure according to architectural drawings is
    usually not stated in PBSC terms because the drawings specify *how*
    the structure is to be built.

-   The OMB memo calls for positive and negative incentives for critical
    agency mission requirements or for relatively large expenditure
    acquisitions. Therefore, do not attempt to define incentives for
    every requirement. State incentives for the most significant and
    critical requirements of a task. Also, you must have sufficient
    staff available to evaluate performance, so do not plan for what you
    cannot do.

 

The following sections will aid you in preparing PBSC SOWs. Section II
contains a PBSC SOW outline. Section III contains a template for
individual performance requirements. Sections IV and V contain samples
that have been culled from a variety of actual Government agencies and
documents, modified for this presentation: section IV contains sample
performance requirements and section V contains a sample of a complete
SOW.

## PBSC Sow Outline

**A.           Introduction: background and overall task description**

 

**B.           List of performance requirements**

 

1.      Requirement 1

a)      Performance Requirement

b)      Performance Standard

c)      Quality Assurance Plan

 

2.      Requirement 2

a)      Performance Requirement

b)      Performance Standard

c)      Quality Assurance Plan

 

3.      Etc.

 

**C.           List of other requirements**

 

**D.           Deliverables list**

Note: The Quality Assurance Plan may be consolidated into a separate
document or placed paragraph-by-paragraph in the SOW as shown in this
outline.

 

 

## PBSC Template

This section explains how to write PBSC Performance Requirements,
Performance Standards, and Quality Assurance Plans.

**Performance Requirement**

 For each requirement, state *what* work product is to be produced or
performed, but do not tell the contractor *how* they must go about it.
Say, "Write a user manual suitable for first time users," but do not
specify topics, organization, language usage, or format. Say, "Automate
process X," but do not prescribe a design.

 

### Performance Standard

Explain how good the work must be in measurable terms. For example,
specify quantity, production level, delivery schedule, response time,
availability of equipment, verified customer complaint rate.

 

State what level of performance is required to meet the Performance
Standard. For example, if the Performance Standard was to "repair
equipment within four hours of failure," a Minimum Acceptable
Performance may be "meet the Performance Standard for 95% of all
repairs."

 

The Minimum Acceptable Performance statement can be used as a basis for
positive or negative incentives. If you do this, state what the
incentives are, including how they are computed. A reduction formula may
be used to reduce payment when the Minimum Acceptable Performance level
is not met. See the specific examples below.

**Quality Assurance Plan**

Explain how you will determine if the Performance Standard has been met.
Examples include unannounced periodic inspection, 100% inspection,
sampling and testing, tabulation of validated customer complaints,
inspection of contractor's records, complete reading of written
products.

## Sample PBSC Performance Requirements

**PERFORMANCE REQUIREMENT FOR IMAGE CONVERSION**

Existing images converted to (new format). Existing index database
migrated to (new database) and populated with existing information from
(old database).

 

**Performance Standard**

99% of data transferred to the new system suffers no conversion errors
and is usable when the new system is made available.

 

+/- 0.5% of total CLIN price for each variance of 0.5% from the
performance standard.

 

**Quality Assurance Plan**

 Random sample of converted images and index database records will be
inspected.

 

**PERFORMANCE REQUIREMENT FOR DOCUMENTATION**

 

Documentation for the system administrator is accurate, complete, and
easy to use.

 

**Performance Standard**

All functions performed by the system administrator, including future
customization of the system, are documented accurately.

 

Full payment shall be made for 100% compliance. For each function
overlooked by the documentation, 1% of total firm-fixed-price shall be
withheld until compliance is achieved.

 

**Quality Assurance Plan**

Review documentation via independent verification and validation to
ensure functions and operations are properly documented. Survey system
administrator(s) for ease of use.

 

**PERFORMANCE REQUIREMENT FOR SYSTEM ADMINISTRATOR TRAINING**

 

System administrator(s) shall receive training appropriate for their
intended use of the new software.

 

**Performance Standard**

The system administrator(s) trained can perform at the 85% proficiency
level at the end of training.

Training pricing may be adjusted by a percentage proportional to the
stated performance standard. Maximum price paid shall be the task order
price for the training CLIN; minimum price shall be 75% of the price for
the training CLIN.

 

**Quality Assurance Plan**

Proficiency tests and validated calls to and response by system
administrators; audit of training course by program manager.

 

**PERFORMANCE REQUIREMENT FOR PRODUCT MALFUNCTIONS**

 

Product malfunctions and failures for all components of the Document
Management System shall be resolved within one business day of
notification.

 

**Performance Standard**

 95% of service equipment is restored to service within the stated time.

 The firm-fixed-price for this CLIN shall be reduced by 2% if the
performance standard is not met.

 

**Quality Assurance Plan**

User complaints/ trouble tracking will be reviewed, noting delays caused
by equipment being unavailable.

>  

**PERFORMANCE REQUIREMENT FOR SOFTWARE DEVELOPMENT**

 

Software capable of performing the requisite functions shall be
delivered in accordance with the stated schedule, including shorter-term
milestones.

 

**Performance Standard**

The stated delivery dates shall be met unless the Government and the
Contractor agree to a new completion date.

 Full payment shall be made for 100% compliance.

 

**Quality Assurance Plan**

 100% inspection.

 

**PERFORMANCE REQUIREMENT FOR EASE OF USE**

 

Image viewing system is easy to use, easy to learn and adds to user
efficiency and satisfaction.

 

**Performance Standard**

 95% of staff can access documents for which they have permission after
no more than one hour of training.

 

**Quality Assurance Plan**

Random sampling of users to measure how quickly they can learn to use
the system for basic access to documents.

**PERFORMANCE REQUIREMENT FOR ADP MAINTENANCE**

 

The contractor shall perform Automated Data Processing (ADP) preventive
and remedial maintenance services for Government-owned computer
equipment including central processing units, direct access storage
devices, tape devices, laser printers, and other associated equipment
for the (name site location). (List equipment or refer to equipment
list.) (Refer to maintenance record for past year.)

** **

**Performance Standard**

The contractor shall resolve equipment malfunctions within four hours,
twenty-four hours per day, seven days per week.

 

**Minimum Acceptable Performance**

A four-hour resolution time is the minimum acceptable performance. For
each hour late, payment will be reduced by 1% of the replacement price
of the affected equipment.

 

**Quality Assurance Plan**

The Government will assess contractor performance by 100% inspection of
user trouble reports, contractor incident tracking reports, and
contractor maintenance records.

**PERFORMANCE REQUIREMENT FOR COMPUTER NETWORK MAINTENANCE**

 

This Statement of Work (SOW) establishes and defines the requirements
for maintenance of the (Insert Name) Network. The contractor shall
provide all material, labor, supplies, vehicles, test equipment, tools,
and any other items required to maintain the (Insert Name) Network as
outlined in this SOW. The scope of this SOW provides for the maintenance
of the (Insert Name) Network equipment located at (Specify Location(s)).
The equipment to be maintained is listed in Attachment 1 to this SOW.

 

The contractor shall maintain the system in accordance with the original
equipment manufacturer\'s (OEM) recommended engineering and maintenance
practices commencing (Insert Date). All parts, spares, labor, supplies,
vehicles, test equipment, tools, and any other items necessary for
system maintenance for the life of the contract shall be included in the
monthly maintenance price. The term "system" refers to the equipment
listed in Attachment 1 and software associated with the listed
equipment. It does not include equipment added to the system by others
or the interconnecting communications system.

 

The contractor shall perform preventive maintenance on the system
including scheduled preventive maintenance such as periodic tests,
inspections, and all other preventive maintenance services/practices
recommended by the OEM.

 

The contractor shall perform remedial maintenance after notification
that equipment is inoperative.

 

The contractor shall provide, for the term of the contract, service
personnel trained and certified by the respective OEMs sufficient to
ensure system performance and compliance with the maintenance
requirements outlined herein.

 

**Performance Standard**

The contractor shall perform remedial maintenance after notification
that equipment is malfunctioning. Maintenance on any piece of equipment
covered by this contract shall commence within a maximum of four hours
after notification by the Government. All attempts will be made to fully
restore the equipment to full operational capability within eight hours
of notification of malfunction.

 

**Minimum Acceptable Performance**

An eight-hour resolution time is the minimum acceptable performance. For
each hour late, the monthly payment will be reduced by 1% as follows:

 

1.      Determine all the equipment that is unavailable due to the
malfunction. Let p = the replacement price of all the unavailable
equipment. Let P = the replacement price of all equipment being
maintained under this contract. Then p/P is the proportion of value of
equipment that is unavailable.

2.      Let N be the number of hours late.

3.      Let F be the monthly fee due.

4.      The reduction R = .01 x N x p/P x F.

 

**Quality Assurance Plan**

The Government will assess contractor performance by 100% inspection of
user trouble reports, contractor incident tracking reports, and
contractor maintenance records.

## Sample PBSC SOW

The following pages contain an abridged sample SOW utilizing PBSC
concepts for performance requirements, performance standards, and
quality assurance plans.

**Performance Work Statement**

**Upgrade of DoC NIST ATP's Document Management System**

 

**BACKGROUND INFORMATION**

 

The U. S. Department of Commerce (DoC), National Institute of Standards
and Technology (NIST) was established by Congress to assist industry in
the development of technology needed to improve product quality, to
modernize manufacturing processes, to ensure product reliability, and to
facilitate rapid commercialization of products based on new scientific
discoveries.

 

In support of the NIST mission, the Advanced Technology Program (ATP)
accelerates the development of innovative technologies for broad
national benefit through partnerships with the private sector. Through a
competitive process, the ATP provides multi-year funding to single
companies and to industry-led joint ventures. Proposers submit proposals
to ATP in order to be considered for funding.

 

Three years ago, ATP established a document scanning and viewing system
to permit secure online viewing of proposals that were delivered to ATP
in hard copy form. It also allows archival of numerous other paper
documents. This system uses Input/Accel products from ActionPoint for
image capture, and Optika's FilePower products for storage management
and viewing. The images are stored on a Hewlett Packard SureStore 320EX
320GB Jukebox, which contains four optical drives and 32 slots for 5.2
GB disks. The disk server PC has one optical disk drive (5.2 GB).

**SCOPE**

 

Optika no longer supports its FilePower products, so ATP must migrate
the file management and viewing portion of its system to another
product. In the process of doing so, ATP seeks to 1) store TIFF images
using an open standard format, 2) gain better control of printing of
viewed documents, and 3) expand the system to provide carefully
controlled access to PDF files that will come from ATP's future
Electronic Submission System (under development).

**CONTRACTOR REQUIREMENTS**

 

The Contractor must procure, on behalf of DoC NIST (the licensee),
necessary copies/licenses of commercial off-the-shelf (COTS) software,
then integrate it into/customize it with ATP's existing systems to meet
the following requirements. All software in this system must allow users
to view images from computers running Windows NT, Windows 2000, and
Windows 98. All software procured by the Contractor under this task
order must comply with the relevant Section 508 technical standards
described in Attachment 4 of this performance work statement. As noted
above, DoC NIST must be the licensee of the software, not the
Contractor.

 

The Contractor must recommend any hardware upgrades that are needed to
support the enhanced system.

 

The Contractor must provide the source code for the DMS, all software
purchased for or provided to the Government during the development of
the system, and all documentation related to the system development,
implementation, and maintenance.

 

See Attachment 1 for Desired Outcomes, Performance Standards, Monitoring
Methods and Incentives/Disincentives.

 

**The period of performance for this task order will be twelve months,
beginning on the date of task order award.**

**GOVERNMENT RESPONSIBILITIES**

 

The COTR will provide supervised access to ATP's Document Management
System, including existing image files, index and retrieval database,
and software. ATP staff will be available as needed to facilitate
integration of new developments with the existing DMS and with the ATP
Oracle Proposal Management System.

**REPORTING REQUIREMENTS AND DELIVERABLES**

 

The Contractor must deliver the desired outcomes from Section C above
according to the performance standards noted in the Quality Assurance
Plan. The Contractor must provide some reports to the COTR on an ad hoc
basis in response to ATP staff inquiries.

 

The Contractor must submit a brief written report to the COTR and orally
discuss it with the COTR every two weeks after commencement of the task
order.

 

**PROGRAM MANAGEMENT AND CONTROL REQUIREMENTS**

 

See text in Section E above.

**INSPECTION AND ACCEPTANCE CRITERIA**

 

The COTR will monitor the Contractor's activities and accomplishments
and will indicate acceptance or nonacceptance of the deliverables. The
deliverables identified in Section E. above will be inspected and either
approved or, if they are not acceptable, rejected by the COTR. The
Contractor may be required to revise such deliverables if they are
incorrect or unacceptable. Such inspections will occur within five days
after the COTR receives such deliverables.

 

**ATTACHMENTS**

 

Attachment 1: PWS Table

Attachment 2: Quality Assurance Plan

Attachment 3: Existing Document Management System Hardware and Software
\[not included\]

Attachment 4: Rehabilitation Act of 1973, Section 508 IT Accessibility
Requirements \[not included\]

**Attachment 1: PWS Table for Upgrading ATP's Document Management
System**

 

  ------------------- ------------------ ----------------- ------------------
  **Desired           **Performance      **Monitoring      **Incentive /
  Outcomes**          Standard**         Method**          Disincentive **

  TIFF image files    100% compliance is Review OCD        Full payment shall
  are stored on the   required for       results and       be made for 100%
  existing jukebox,   customer           analyses to       compliance. For
  which acts as a     satisfaction,      ensure that       each 5%
  logical drive to    performance, and   required          degradation in PMS
  the disk server.    utility. No        functionality is  performance
  Index and retrieval performance        provided. User    observed by system
  database is in      degradation for    complaints/       administrators,
  Oracle 8I and is    PMS observed by    trouble tracking  the
  integrated /        users or system    will be reviewed, firm-fixed-price
  synchronized with   administrators.    noting delays     for the CLIN will
  ATP's Proposal      OCD results will   caused by         be reduced by 1%.
  Management System   be analyzed in     database          
  (PMS) as needed.    accordance with    efficiency.       
  Daily backup        the QAP.           Random            
  capability is                          system/network    
  established. PDF                       tests will be     
  files stored on                        conducted using   
  another ATP server                     standard testing  
  can be retrieved                       techniques        
  and backed up                                            
  through same                                             
  management system.                                       
  A successful                                             
  operational                                              
  capability                                               
  demonstration (OCD)                                      
  will be performed                                        
  prior to full                                            
  implementation.                                          
  ------------------- ------------------ ----------------- ------------------

  ------------------- ------------------ ----------------- ------------------
  **Desired           **Performance      **Monitoring      **Incentive /
  Outcomes**          Standard**         Method**          Disincentive **

  Web-based interface 100% compliance is Software licenses Full payment shall
  for controlled      required for       reviewed for      be made for 100%
  viewing of images   customer           quantity          compliance. For
  for up to 80 named  satisfaction,      specifications.   each security
  users or 10         performance, and   Random system     breach detected,
  concurrent users.   utility. No        tests will be     1% of CLIN payment
  Role-based access   security breaches  conducted using   shall be withheld
  for viewing and     are detected. OCD  standard testing  until compliance
  printing controlled results will be    techniques.       is achieved. For
  by user name, using analyzed in                          each of the four
  information from    accordance with                      printing/logging
  ATP's Secured       the QAP.                             features (logging,
  Intranet and PMS.                                        copy number,
  Application                                              reporting, printer
  integrated with ATP                                      control) that is
  Secured Intranet                                         not fully
  (Cold Fusion).                                           functional, 10% of
  Printing logged by                                       CLIN payment shall
  user name in                                             be withheld until
  database with copy                                       compliance is
  number. Unique copy                                      achieved.
  number also printed                                      
  on each printed                                          
  copy. Tools                                              
  implemented so                                           
  system                                                   
  administrator can                                        
  create logical                                           
  access controls,                                         
  monitor and                                              
  generate reports of                                      
  printing by user                                         
  name and copy                                            
  number, and                                              
  restrict printing                                        
  to specific                                              
  printers. A                                              
  successful                                               
  operational                                              
  capability                                               
  demonstration (OCD)                                      
  will be performed                                        
  prior to full                                            
  implementation.                                          

  Existing images     99% of data        Random sample of  +/- 0.5% of total
  converted to Group  transferred to the converted images  CLIN price for
  IV TIFF, removing   new system suffers and index         each variance of
  Optika's            no conversion      database records  0.5% from the
  proprietary header. errors and is      will be           performance
  Existing index      usable when the    inspected.        standard.
  database migrated   new system is made                   
  to Oracle 8i and    available.                           
  populated with                                           
  existing                                                 
  information from                                         
  MS-SQL database                                          
  (version 6.5)                                            
  ------------------- ------------------ ----------------- ------------------

  ------------------- ------------------ ----------------- ------------------
  **Desired           **Performance      **Monitoring      **Incentive /
  Outcomes**          Standard**         Method**          Disincentive**

  Input Accel         100% compliance is Random system     Full payment shall
  produces Group IV   required for       tests will be     be made for 100%
  TIFF images with no customer           conducted using   compliance.
  proprietary header. satisfaction,      standard testing  
  Transaction         performance, and   techniques        
  processing to move  utility. OCD                         
  images and          results will be                      
  associated images   analyzed in                          
  from the capture    accordance with                      
  side (Input Accel)  the QAP.                             
  to the storage side                                      
  (the jukebox and                                         
  index and retrieval                                      
  database) allows                                         
  full                                                     
  interoperability                                         
  between the new                                          
  viewing system and                                       
  the existing                                             
  scanning system. A                                       
  successful                                               
  operational                                              
  capability                                               
  demonstration (OCD)                                      
  will be performed                                        
  prior to full                                            
  implementation.                                          

  Tool available to   100% compliance is Software licenses Full payment shall
  allow creation of a required for       reviewed for      be made for 100%
  self-contained      customer           quantity          compliance. For
  CD-ROM that         satisfaction,      specifications.   each security
  contains everything performance, and   Random system     breach detected,
  necessary (viewer   utility. No        tests will be     1% will be
  software, database, security breaches  conducted using   deducted from the
  index records, page are detected. OCD  standard testing  total
  data forms, etc.)   results will be    techniques.       firm-fixed-price
  to retrieve and     analyzed in                          until full
  display the         accordance with                      compliance is
  published data or   the QAP.                             achieved.
  images. Images on                                        
  the CD-ROM are only                                      
  viewable when a                                          
  valid user name and                                      
  password are                                             
  provided. Necessary                                      
  licenses are                                             
  procured for up to                                       
  20 CDs each year. A                                      
  successful                                               
  operational                                              
  capability                                               
  demonstration (OCD)                                      
  will be performed                                        
  prior to full                                            
  implementation.                                          
  ------------------- ------------------ ----------------- ------------------

  ------------------- ------------------ ------------------ ------------------
  **Desired           **Performance      **Monitoring       **Incentive /
  Outcomes**          Standard**         Method**           Disincentive**

  Documentation for   All functions      Review             Full payment shall
  the system          performed by the   documentation via  be made for 100%
  administrator is    system             independent        compliance. For
  accurate, complete, administrator,     verification and   each function
  and easy to use.    including future   validation to      overlooked by the
                      customization of   ensure functions   documentation, 1%
                      the system, are    and operations are of total
                      documented         properly           firm-fixed-price
                      accurately.        documented. Survey shall be withheld
                                         system             until compliance
                                         administrator(s)   is achieved.
                                         for ease of use.   

  System              The system         Proficiency tests  Training pricing
  administrator(s)    administrator(s)   and validated      may be adjusted by
  shall receive       trained can        calls to and       a percentage
  training            perform at the 85% response by system proportional to
  appropriate for     proficiency level  administrators;    the stated
  their intended use  at the end of      audit of training  performance
  of the new          training.          course by program  standard. Maximum
  software.                              manager.           price paid shall
                                                            be the task order
                                                            price for the
                                                            training CLIN;
                                                            minimum price
                                                            shall be 75% of
                                                            the price for the
                                                            training CLIN.

  Product             95% of service     User complaints/   The
  malfunctions and    equipment is       trouble tracking   firm-fixed-price
  failures for all    restored to        will be reviewed,  for this CLIN
  components of the   service within the noting delays      shall be reduced
  Document Management stated time.       caused by          by 2% if the
  System (those                          equipment being    performance
  listed in                              unavailable        standard is not
  Attachment 3 as                                           met.
  well as anything                                          
  procured to support                                       
  this contract)                                            
  shall be resolved                                         
  within one business                                       
  day of                                                    
  notification.                                             
  ------------------- ------------------ ------------------ ------------------

  ------------------- ------------------ ---------------- ------------------
  **Desired           **Performance      **Monitoring     **Incentive /
  Outcomes**          Standard**         Method**         Disincentive**

  All software that   95% of software is 100% inspection  The
  is part of the      updated to the     of product       firm-fixed-price
  Document Management most recent        versions.        for this CLIN
  system (that listed version within the                  shall be reduced
  in Attachment 3 as  stated time.                        by 2% if the
  well as that                                            performance
  procured to support                                     standard is not
  this contract)                                          met.
  shall be updated to                                     
  the most recent                                         
  release within one                                      
  week of that                                            
  release becoming                                        
  available.                                              

  Upgrade the         100% compliance is 100% inspection  Full payment shall
  operating system on required for       of product       be made for 100%
  all DMS components  customer           versions.        compliance.
  to Windows 2000 and satisfaction,                       
  upgrade all Input   performance, and                    
  Accel products to   utility.                            
  most recent                                             
  versions.                                               

  Software capable of The stated         100% inspection. Full payment shall
  performing the      delivery dates                      be made for 100%
  requisite functions shall be met                        compliance.
  shall be delivered  unless the                          
  in accordance with  Government and the                  
  the stated          Contractor agree                    
  schedule, including to a new                            
  shorter-term        completion date.                    
  milestones.                                             

  Image viewing       95% of ATP staff   Random sampling   
  system is easy to   can access         of users to      
  use, easy to learn  documents for      measure how      
  and adds to user    which they have    quickly they can 
  efficiency and      permission after   learn to use the 
  satisfaction        no more than one   system for basic 
                      hour of training.  access to        
                                         documents.       
  ------------------- ------------------ ---------------- ------------------

**Attachment 2: Quality Assurance Plan**

**Upgrading ATP's Document Management System**

 

**Objective:** The purpose of this plan is to provide a quality
surveillance plan for the upgrade of ATP's Document Management System.
This plan provides a basis for the Contracting Officer's Technical
Representative (COTR) to evaluate the quality of the Contractor's
performance. The oversight provided for in the contract and in this plan
will help to ensure that service levels reach and maintain the required
levels throughout the contract term. Further, this plan provides the
COTR with a proactive way to avoid unacceptable or deficient
performance, and provides verifiable input for the required annual past
performance evaluations.

 

**Performance Standards:**

 

> A.    **Quality Level:** By monitoring the Contractor, the COTR will
> determine whether the performance levels set forth in the contract
> have been attained. Quality standards (i.e. performance standards) for
> all tasks are specified in the Performance Work Statement, Section C.
>
>  
>
> B.     **Frequency:** Prior to contract award, the COTR will evaluate
> the current levels of performance, according to the standards set
> forth in this contract. During the performance of this contract, the
> COTR will take periodic measurements (i.e. conduct surveillance), as
> specified, and will analyze whether the negotiated frequency of
> measurement is appropriate for the work being performed. Adjustments
> may only be made by a modification to the contract.
>
>  
>
> C.    **Management Responsiveness:** The COTR will determine whether
> the Contractor has managed the contract effectively and efficiently,
> as specified in the quality standards set forth in Section C of the
> PWS. The COTR will confirm whether the Contractor has satisfactorily
> met all reporting requirements, including subcontracting reports when
> applicable.

 

**Evaluation Methods:** The COTR will conduct performance evaluations
based upon Section II above and the required performance levels set
forth in the contract. The following techniques will be used to perform
surveillance:

 

> A.    **System Performance Report**. The COTR will review performance
> records of the Document Management System and Oracle databases to
> ensure that the required security, reliability, efficiency, and
> availability have been provided. Outages, problems, resolutions, etc.
> shall be noted and availability calculated as stated in the contract.
> Results shall be shared with the contracting officer.
>
>  
>
> B.     **Service Level Monitoring.** The Contractor is required to
> resolve product malfunctions and failures quickly. Customer feedback
> will be sought and the IRG service request logs shall be reviewed to
> ensure that reported problems are resolved as quickly and efficiently
> as possible.
>
>  
>
> C.    **Operational Capability Demonstration.** ATP staff will execute
> all functions in the Document Management System to verify that the
> functionality meets the acceptance criteria. ATP staff will also
> attempt to breach the DMS' security and perform other illegal
> operations. Results of the testing will be documented, and the COTR
> will review these results for compliance with the contract.
>
>  
>
> D.    **Inspections.** ATP staff will conduct 100% inspections of
> software licenses and software versions, and will inspect random
> samples of converted images and datafiles. Documentation will be
> inspected for accuracy and completeness. Results of the inspections
> will be documented, and the COTR will review these results for
> compliance with the contract.