When you are looking for a good contractor to do work on your house, you may likely go to Consumer Reports, Angie’s List, the Better Business Bureaus or other sites that post performance reviews and ratings generated by customers. If you see one or more reviews that are negative or indicate potential problems, how likely are you to select that company? Don’t you want the company with glowing reviews to perform the work? Of course, you do. But, how do you know if the reviews are accurate, based on emotion rather than fact, or written to drive a particular sale?
The government customer is no different. Because the government wants to do business with good performing companies, the government customer looks to systems like CPARS to capture performance evaluation data and to learn how a company has performed on similar work. Hopefully, the information in the system is positive and glowing so that the government’s confidence in the company’s ability to perform the work is high, therefore increasing the likelihood that your company will be selected for an award. But what happens when a review in CPARS is not as high as you think it should be or may even be marginal or poor. What happens if the information in CPARS is wrong or based on perceptions or emotion rather than fact? Can the record be corrected? If so, then how? If the record is not corrected, what are your options? And- what are the implications?
This class will provide an overview of the government’s past performance assessment process, why it is important, how to properly review and rate contractor performance, how companies should perform to achieve the highest performance ratings possible and what can the customer or contractor do when faced with poor performance or ratings that may be inaccurate. Finally, the class will look beyond the rules and processes to learn how the performance record may be corrected when all else fails. The future of your company may ride on how this process unfolds. Don’t miss this class!
Instructor: Lou Chiarella