Performance Work Statement Inbound Tracking System

PERFORMANCE WORK STATEMENT (PWS)Web-Based Tracking System for Accountable Mail, Packages, and Internal Deliveries

1.0 INTRODUCTION

The Department of Veterans Affairs (VA), Veterans Health Administration (VHA), VISN 19, requires a Web-Based Tracking System (WTS) to support the receipt, tracking, management, reporting, and accountability of accountable mail, packages, and internal deliveries. The Contractor shall provide a complete solution that supports these operations across all current and future VA facilities within VISN 19 for the duration of the contract.

2.0 BACKGROUND

VISN 19 seeks to enhance tracking and accountability for all packages and mail deliveries by implementing a comprehensive, secure, web-based package tracking solution.

3.0 OBJECTIVE

Provide a comprehensive package tracking system that enables VA personnel to accurately and efficiently track, manage, and report on the movement and delivery of packages, accountable mail, and other tracked items throughout VISN 19 facilities.

4.0 SCOPE OF WORK

The Contractor shall provide all necessary resources, including labor, materials, equipment, software, licenses, maintenance, technical support, upgrades, updates, training, and related services required to implement, operate, maintain, and support the package tracking system. The solution must be scalable, secure, and support real-time operations.

5.0 PERFORMANCE REQUIREMENTS

The Contractor shall deliver a solution that meets the following performance objectives: Performance Objective
Performance Standard / Metric
Method of Surveillance

5.1 System Availability

≥99% uptime (excluding scheduled maintenance)
Automated Monitoring Reports

5.2 Package Tracking Accuracy

98% package scan and tracking accuracy rate
Random Sampling / Audit

5.3 System Response Time

<3 seconds for all user-initiated actions during peak hours System Logs / Testing

5.4 Data Security & Privacy

Compliance with VA security/privacy policies; no data breaches or unauthorized access Security Scan / Audit

5.5 User Training

100% of designated VA staff trained within 30 days of deployment or upon employee onboarding Training Records

5.6 Support Request Resolution

95% of service/support requests resolved within SLA timelines as defined in contract Ticketing System Review

5.7 Technology Refresh

System components are current, supported, and not EOL/EOS; obsolete equipment replaced within 30 days of notification Inventory Review / OEM Notices

5.8 Reporting Functionality

Reports generated as specified by VA within required timeframes