Customer Service: The degree of responsiveness provided by the contractor/supplier to an agency’s request for assistance in areas including but not limited to invoicing, communication and problem solving.
Delivery: The degree to which the contractor supplied product or service within the time frames identified/specified in the contract/scope of work.
Quality: The conformance of a product or service with the stated requirements, deliverables and performance standards specified in the contract/scope of work.
Pricing: The level to which the contractor/supplier adheres to the pricing structure outlined or specified in the contract/scope of work.
Below Standard: Vendor performance regarding the terms and conditions of the contract/scope of work has been less than standard/satisfactory. Support documentation is required.
Standard: Vendor has met all specifications/requirements of the contract/scope of work.
Above Standard: Vendor performance regarding the terms and conditions of the contract/scope of work has been more than standard/satisfactory.
Overall Rating: Select below standard if a below standard rating is indicated for one of the rating categories above. If standard or above standard ratings are indicated, select the overall rating that best describes the service or product provided by the vendor.
Comments: It is a requirement to provide details in the comments field when below standard services or products have been provided by the vendor. Attach all relevant documentation.
Examples would be a copy of the contract, indicate section(s) of contract not in compliance. Provide details of attempts made to resolve the issues with the vendor and the vendor’s responses. Indicating comments for a standard or above standard rating is not required.