ARCH performance met and exceeded all contractual requirements. ARCH’s day-to-day hosting activities always exceed our expectations regarding timeliness. They continue to offer innovative solutions for timeliness and consistency. They are very responsive and have met tight deadlines when high Priority requests arise. ARCH was very proactive in keeping CMS abreast of the status of all the moving parts associated with the SCA process. ARCH consistently provides outstanding customer service on a regular basis, especially when given multiple projects with tight deadlines. The project manager keeps the COR and GTL apprised of the status of all current projects on a regular basis and responds to requests in a timely manner. ARCH is always willing to go above and beyond to deliver high-quality service that meets and exceeds expectations outlined in the Statement of Work. This period of performance was very challenging. ARCH was able to step in and assist CMS with the development of the required documentation required to achieve our SCA. ARCH designed and recommended several new and innovative monthly reports to help CMS keep abreast of the SCA project. They were very proactive in staying on top of all the moving pieces required during the SCA Process. CMS loved the style of their monthly report and the tracking and has adopted the use of these.

CMS is rating the management of the Contract at an Exceptional level. This contract is for a very large project with many components which requires a very extensive amount of organization and attention to detail.” CPARS, 2021. ARCH performance met and exceeded all contractual requirements. ARCH’s day-to-day hosting activities always exceed our expectations regarding timeliness. They continue to offer innovative solutions for timeliness and consistency. They are very responsive and have met tight deadlines when high Priority requests arise. ARCH was very proactive in keeping CMS abreast of the status of all the moving parts associated with the SCA process. ARCH consistently provides outstanding customer service on a regular basis, especially when given multiple projects with tight deadlines. The project manager keeps the COR and GTL apprised of the status of all current projects on a regular basis and responds to requests in a timely manner. ARCH is always willing to go above and beyond to deliver high-quality service that meets and exceeds expectations outlined in the Statement of Work. This period of performance was very challenging. ARCH was able to step in and assist CMS with the development of the required documentation required to achieve our SCA. ARCH designed and recommended several new and innovative monthly reports to help CMS keep abreast of the SCA project. They were very proactive in staying on top of all the moving pieces required during the SCA Process. CMS loved the style of their monthly report and the tracking and has adopted the use of these.

The product owners have repeatedly commented on the value that the contractor
adds, the quality of the contractor’s team, and the satisfaction with how the
contractor is servicing the contract. The contractor has received written and
verbal kudos. The contractor is very much customer-focused, ensuring that their business and
project management processes are consistent with those specified in the
Statement of Work and with the working of the Federal Team.

Beyond the key deliverables outlined in the SOW with specific due dates, Arch responds to ad hoc requests and inquiries for clarification, mainly with short notice in order to meet CMS’ needs in accordance with the SOW. For example, Arch created a QAM Ticketing Report that tracks system issues that the MACs and CMS end users submit. This report gives an overall analysis of outliers that require end user education or training. Training includes but is not limited to, how to navigate the CRAD successfully or connect to the CMS VPN. This tool streamlines communication between the MACS, CMS, and Arch and cuts down on unnecessary communications.

“Arch provided high-level help desk support to CMS. CMS is highly pleased with the work. Arch has provided on the contract. On QAM, Arch has extensive experience administrating and managing complex programs for CMS at CMMI Level 3 and above”. Beyond the key deliverables outlined in the SOW with specific due dates, Arch responds to ad hoc requests and inquiries for clarification, mainly with short notice in order to meet CMS’ needs in accordance with the SOW. For example, Arch created a QAM Ticketing Report that tracks system issues that the MACs and CMS end users submit. This report gives an overall analysis of outliers that require end user education or training. Training includes but is not limited to, how to navigate the CRAD successfully or connect to the CMS VPN. This tool streamlines communication between the MACS, CMS, and Arch and cuts down on unnecessary communications.

The contractor’s quality of deliverables were very good and had zero flaws. This
allowed the Government to save time and money in additional reviews and
discussions surrounding any work quality issues. Furthermore, due to the high
level of quality work provided, the Government was able improve other aspects of
the work areas affected by the contractor’s deliverables.