Please see "helpful hints" from gsa’S 7 steps team at end of document

PERFORMANCE ASSESSMENT PLAN

APPENDIX A

Contractor			Key Indicators of	Level of Excellent	Contractor Performance	Plan for verifying
Expectations:			Performance:	Performance:	Assessment Plan:	Performance:
1. CUSTOMER SERVICE
Contractor shall provide	Patron surveys reveal			No more than two verifiable	Semi-annual report of	Patron Surveys;
trained, qualified personnel	positive comments that			complaints of excessive wait	resolution prepared by the	Your Action Line Comments;
who can provide fast,	the customers/patrons			time or discourteous service	contractor of any verifiable	Store Level Comment Cards,
courteous service to	wait time is minimal and			from a contractor employee	complaints.	DeCA Annual Agency Wide
patrons that results in high	they are greeted in a			at this location during the		Surveys; e-mail comments
levels of customer	courteous manner.			evaluation period.		on DeCA web site
satisfaction.						and Quality Assurance
						Evaluators.
2. CONTINUE SAVINGS
Contractor shall provide	Items being sold at a			No more than three verifiable	Semi-annual report of	Patron Surveys;
a cost savings to the	significant cost savings			reports of cheaper same or	resolution prepared by the	Your Action Line Comments;
patron over the cost of	over those items in the			similar items sold at	contractor of any verifiable	Store Level Comment Cards,
same or similar items	local surveyed area.			supermarkets and/or	reports of cheaper same or	DeCA Annual Agency Wide
from comparable	Goal is 25% or more			supercenters in the local area	similar items sold at	Surveys; e-mail comments
commercial operations	savings.			on a monthly basis for the	supermarkets and/or	on DeCA web site
within the local				location (excluding	supercenters in the local area	and Quality Assurance
commuting area of the				membership clubs and	on a monthly basis.	Evaluators.
contractor's performance				convenience stores).
(excludes membership
clubs and convenience
store).
3. INCREASE SALES
Contractor shall provide	Increase in Bakery			A minimum of .25% above the	Contractor to submit analysis	Department sales provided by
a measurable increase in	operations annual			percentage of increased sales	of bakery sales for the	the Program Manager, Zone
Bakery operations sales	sales over the sales			accepted for award of this	location covered by the	Manager, or commissary.
in the store covered by	from the base or previous			Contract for the applicable	contract.
the contract.	Rating period.			performance period.
4. PRODUCT SATISFACTION
Contractor shall provide		Contractor consistently		Patron satisfaction ratings	Contractor to submit an	Patron Surveys;
variety, quality, special		provides quality, variety,		are above average.	analysis of patron	Your Action Line Comments;
order, promotional and		promotional items and			satisfaction ratings and any	Store Level Comment Cards,
a product mix to maximize		product mix at a high level			supporting documentation.	DeCA Annual Agency Wide
patron satisfaction at the		of patron satisfaction for				Surveys; e-mail comments
location specified in the		the location.				on DeCA web site
schedule.						and Quality Assurance Evaluators.