ATTACH A - PWS.pdf

FEDERAL BUREAU OF INVESTIGATION

FINANCE AND FACILITIES DIVISION | PROCUREMENT SECTION

PERFORMANCE WORK STATEMENT

Performance Work Statement Version 1.0 Page 1

Telephone Translation Services

Federal Bureau of Investigation

Criminal Justice Information Services Division

Unclassified Performance Work Statement

11/04/2026

Performance Work Statement Version 1.0 Page 2

1. Introduction

1.1 General Information

This is a professional services contract to provide over-the-phone language interpreter services to the Federal Bureau of Investigation (FBI), Criminal Justice Information Services Division (CJIS) on-demand, 24 hours per day, seven days per week, 365 days per year. The Government shall not exercise any supervision or control over contractor employees performing the services herein. Such contract service providers shall be accountable solely to the contractor who, in turn is responsible to the Government.

1.2 Background

The FBI CJIS requires 24/7/365, on-demand, over-the-phone language interpreter services.

These services are required on an as needed basis to support multiple program areas of the FBI

CJIS.

1.3 Contract Performance Information

1.3.1 Hours of Operation

Contractor interpreters shall be available 24 hours per day, seven days a week, 365 days per year, including all U.S. federally recognized holidays as shown below.

1.3.2 Observance of Legal Holidays and Excused Absence

New Year’s Day Labor Day

Martin Luther King Jr. Birthday Columbus Day

President’s Day Veteran’s Day

Independence Day Thanksgiving Day

Christmas Day Juneteenth

In addition to the days designated as holidays, the Government observes the following days:

• Any other day designated by Federal Statute

• Any other day designated by an Executive Order

• Any other day designated by the President's Proclamation

Performance Work Statement Version 1.0 Page 3

Observation of such days by Government personnel shall not constitute a reason for an additional period of performance, or entitlement of compensation except as set forth within the contract.

No form of holiday or other premium compensation will be reimbursed either as a direct or indirect cost. The contractor’s personnel shall only receive normal compensation for the time worked.

1.3.3 Period and Place of Performance

The period of performance (PoP) for this requirement is one (1) 12-month base period from date of award with four (4) one-year options.

Base Period: 02/18/2027 – 02/17/2028

Option Period 1: 02/18/2028 – 02/17/2029

Option Period 2: 02/18/2029– 02/17/2030

Option Period 3: 02/18/2030 – 02/17/2031

Option Period 4: 02/18/2031 – 02/17/2032

Option Period 5: 02/18/2032 – 08/18/2032

1.3.4 Place of Performance

The Place of Performance for the work to be performed under this contract will be at the contractor's site.

1.3.5 Type of Contract

Time and Materials (T&M)

1.3.6 Post Award Kick-Off Meeting

The Contractor shall attend the post award conference convened by the contracting Authority and Contracting Officer Representative (COR). Per Federal Acquisition Regulation (FAR) Subpart 42.302.

Performance Work Statement Version 1.0 Page 4

1.3.7 Contract Progress Meetings

The CO and COR will meet as needed with the Contractor to conduct performance review check-ins to assess the Contractor's performance The check-ins will allow both the Contractor and Contracting officer to address and remedy contractual concerns and/or problems, if any, being experienced. Appropriate action as well as corrective action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the government.

The Contractor’s representatives shall attend meetings with time and frequency to be set by the COR, to discuss work status and contract performance.

1.3.8 Contracting Officer Representative

The Contracting Office Representative (COR) will be designated by a COR delegation letter. The designation letter issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially regarding changes in cost or price, estimates, or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform responsibilities identified in the delegation letter which includes but is not limited to: receiving all deliverables, inspecting and accepting the supplies or services provided hereunder in accordance with the terms and conditions of this contract; providing direction to the Contractor which clarifies the contract effort, fills in details or otherwise serves to accomplish the contractual

Performance Work Statement; evaluating performance; and certifying all invoices/vouchers for acceptance of the supplies or services furnished for payment.

1.3.9 Identification of Contractor Employees

All contract personnel attending meetings, answering phones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed.

Performance Work Statement Version 1.0 Page 5

1.3.10 Supervision of Contractor Employees

This is a professional services contract. The Government will not exercise any supervision or control over Contractor or subcontractor employees while performing work under the contract. Such employees shall be accountable solely to the Contractor, not the Government. The Contractor, in turn, shall be accountable to the Government for Contractor and subcontractor employees.

1.3.11 Travel

This requirement does not allow nor support any travel.

1.3.12 Other Direct Costs

This requirement shall not allow nor support any other direct costs.

1.3.13 Data Rights

The Government has unlimited rights to all documents/material produced under this contract. All documents and materials, to include the source codes of any software, produced under this contract shall be Government owned and are the property of the Government with all rights and privileges of ownership/copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the Contractor without written permission from the Contracting Officer. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other Government rights. The contractor is prohibited from retaining or maintaining any call recordings or transcripts 24 hours after each call is completed.

1.3.14 Non-Disclosure Requirements

Performance under this contract may require the Contractor to access data and information proprietary to a government agency, another Government Contractor, or of such nature. Neither the Contractor, nor Contractor personnel, shall divulge, nor release data or information developed, or obtained under performance of this work statement, except to authorize Government personnel or upon written approval of the CO. The

Contractor shall not use, disclose, or reproduce proprietary data, which bears a restrictive legend, other than as specified in this PWS. All documentation showing individual names or other personal information shall apply and shall be controlled and protected under the provisions of the Privacy Act of 1974, Public Law 93-579, 5 United

States Code (U.S.C.). The Contractor shall abide by and sign the Interpreter Code of

Professional Responsibility in Attachment B prior to commencement of work under the

Performance Work Statement Version 1.0 Page 6 contract. Disclosure of information by Contractor personnel may result in Contractor personnel removal from performance of duties under this contract.

1.3.15 Organizational Conflict of Interest (OCI)

Contractor and subcontractor personnel performing work under this contract are required to follow all requirements in FAR Subpart 9.5 and FBI-0030 Organizational

Conflict of Interest. The Contractor shall notify the CO immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the CO to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the CO and in the event the CO unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the CO may affect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.3.16 Advertising /Public Release

The Contractor is required to adhere to FBI-0029 Public Release of Information. No release of information shall be made without the prior written consent of the Office of

Public Affairs and/or the Contracting Officer of the FBI.

1.3.17 Quality Assurance Surveillance Plan

The Contractor shall develop, implement, and maintain a Quality Assurance Surveillance

Plan (QASP) and program to ensure all work described in this contract is performed at or above the standard defined in the Quality Assurance Surveillance Plan (QASP). The QASP is developed by the contractor for its internal use to ensure that it performs and delivers high-quality service. The contractor’s QASP is how the contractor ensures all work complies with the requirements of the contract. The QASP identifies and corrects potential and actual problem areas throughout the entire scope of the contract (i.e., ensuring each call is answered and translation services are received). The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services.

The Contractor shall perform quality control pursuant to the Quality Assurance Plan originally submitted in its proposal. The Contractor shall maintain and update its Quality

Assurance Plan; However, any changes to the plan must be approved by the Government

Performance Work Statement Version 1.0 Page 7 before being implemented. For quality control purposes, the Government reserves the right to verify the qualifications of any interpreter.

The Contractor’s Quality Assurance Plan shall address the following:

• Detailed description of the quality assurance measures employed to meet all the requirements of this PWS.

• An Interpreter Qualifications Matrix listing all interpreters used by the Contractor in meeting the requirements of this PWS. The Contractor shall update the

Interpreter Qualifications Matrix on a quarterly basis and provide it to the

Government in electronic format.

1.4.16.1 Deficiency Identification

The QASP shall include a method of identifying deficiencies in the quality of services performed before the level of performance becomes unacceptable as defined in the

QASP. This shall contain processes for corrective action without dependence upon

Government direction.

1.4.16.4 Surveillance Methods

The QASP shall contain specific surveillance techniques for all contract services. The surveillance methods shall be comprehensive and adaptable to the reporting system of the plan.

2. Performance Objectives and Standards

2.1 Professional Service

The Contractor shall provide qualified interpreters for any language requested on an as-required, on-call basis. The Contractor shall respond to a telephonic interpreter request less than three (3) minutes of receiving the request. The government reserves the right to document, record, measure, or log wait times, hold periods and enforce corrective actions.

Telephonic interpreters may be required to support any number of units concurrently.

Languages The Contractor shall provide interpretation services for the List of Languages identified in

Attachment B. This list is provided merely as an indication of what languages have been needed in the past. The Government does not guarantee that interpreters will be required for all the languages listed in Attachment B.

Performance Work Statement Version 1.0 Page 8

3.3 Interpreter Qualifications

The Contractor shall provide qualified, professional, experienced interpreters who possess a high level of interpretation skills and proficiency in both the English language and the non-English speaker’s language to interpret the speaker’s meaning completely and accurately. Specifically, interpreters employed by the Contractor must:

3.3.1 Have a minimum score of 2 plus in Interpretation Performance according to the

Interagency Language Roundtable Scale or its equivalent (go to http://www.govtilr.org/Skills/interpretationSLDsapproved.htm or National Association of

Judiciary Interpreters and Translators (NAJIT) Judiciary Interpreters and Translators

Certification Examination (JITCE) will also be accepted.

3.3.2 Shall be knowledgeable of both English and foreign language vocabularies typically used in formal, consultative, and casual modes of communication in justice system contexts, including colloquial slang, idiosyncratic slang, and regionalism without altering meanings, and do so with clear and intelligible pronunciation.

3.3.3 Be able to interpret in a manner that is factually and conceptually accurate without changes, omissions, or additions.

3.3.4 Be able to preserve the tone, sentiment, and emotional level of the original oral statement.

3.3.5 Be able to maintain appropriate speed and projection while rendering interpretation, and request and incorporate clarification of speaker’s statements only when justified.

3.3.6 Abide by and sign the Interpreter Code of Professional Responsibility that mandates accuracy, impartiality, confidentiality, and ethical conduct. Interpreters must convey the full, direct message without adding, omitting, or editing content. They must maintain strict neutrality, avoid conflicts of interest, and protect confidential information, ensuring professional demeanor. Key tenets of the Interpreter Code of Professional Responsibility include but are limited to:

• Accuracy and Completeness: Interpreters must render a complete, faithful, and accurate interpretation, preserving the tone, intent, and nuance of the source language without changing, adding, or omitting any part.

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• Impartiality and Conflicts of Interest: Interpreters must remain unbiased, neutral, and detached, avoiding any appearance of prejudice or opinion. They must immediately disclose any potential or real conflicts of interest.

• Confidentiality: Interpreters are bound to keep all information acquired during calls confidential, protecting the privacy of all parties involved.

• Professional Demeanor and Conduct: Interpreters must behave professionally, be punctual.

• Scope of Practice: Interpreters should only accept calls they are qualified for and must accurately represent their certifications, training, and experience.

• Duty to Report Errors: Interpreters have a duty to correct any errors in interpretation immediately upon identification.

3.4 Administrative Requirements

3.4.1 Availability

Contractor interpreters shall be available 24/7/365, including all holidays.

3. Government Furnished Property

This requirement does not support nor supply government furnished property.

4. Applicable Documents

The Contractor must abide by all applicable regulations, publications, manuals, and local policies and procedures. All reference material and technical documents provided from the Contractor to the Government shall remain current; updated and provided to the Government as relevant.

5.1 Engagement Details

The Contractor shall Provide details on how to engage the telephone interpretation service system. Details on how to engage the telephone interpretation service system must be maintained and kept current by the Contractor.

5.2 Call breakdown

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Performance Work Statement Version 1.0 Page 10

The amount on each contract line will represent a ceiling price for that order that the

Contractor exceeds at its own risk. The amount of each order will be based on historical ordering patterns and projected usage. The Contractor will ensure that each call invoiced, is in fact answered and translation services are received by the Government. An itemized invoice shall be attached to the invoice in IPP and shall provide a record of each call received and supported per CLIN, by date, to include the time the call was answered by the Contractor, the translators identification number, the time the call was disengaged after the professional translation service was provided, the length of the call, and attribute the cost to account for the total time of the service for each call. Additional data per call may also be provided if the Government or Contractor determines whether it is beneficial for the Government to attrite accountability when matching funding to time engaged with this service.

5. Contract Classification This task order is Unclassified.

7. Deliverables

All deliverables are included in this table below:

PWS

Section

Deliverable Frequency Deliverable Due Date

1.4.15 QASP As Needed Pre-award

5.1 Engagement Details As Needed pre-award

5.2 Call breakdown Monthly With invoice

8. Invoicing

Vendors are required to create and submit electronic invoices using the IPP system. Invoices submitted by email will not be accepted. This requirement applies immediately upon contract award. For contract-specific questions, please contact the designated contracting officer for the contract.

Obtaining IPP Access

If your company has already enrolled in IPP:

Performance Work Statement Version 1.0 Page 11

You will not be required to re-register. Please contact your company's IPP account administrator so that he/she may add you as an additional user to your company’s IPP

Collector account.

If your company has NOT enrolled in IPP:

Your company will be auto enrolled for IPP using information from your SAM.gov account. Your company's Primary Electronic Business Point of Contact (POC) will be designated as an IPP administrator. This POC will be contacted by email to register when the FBI initiates the enrollment process through IPP. To prevent enrollment delays, please ensure your designated Electronic Business POC in SAM.gov is up to date.

Your company’s IPP administrator will be responsible for initial account registration as well as creating and managing your company’s IPP users and permissions. Please note that due to U.S. Department of the Treasury guidelines, IPP cannot set up User IDs using a shared email address.

How to register for IPP:

1. Once FBI initiates the enrollment process, your company’s designated Electronic Business

POC in SAM.gov will receive two emails from IPP Customer Support

(ipp.noreply@mail.eroc.twai.gov):

o The first email contains the initial administrative IPP User ID o The second email, sent within 24 hours of receipt of the first email, contains a temporary password o You must log in with the temporary password within 30 days

2. Registration is complete when the initial administrative user logs into the IPP web site with the User ID and password provided and accepts the IPP rules of behavior. Additional user accounts, including administrators, can be created after initial login.

IPP Training

Vendor training materials, including a first-time login tutorial, are available on the

IPP.gov website. Once you have logged in to the IPP application, you will have access to

Performance Work Statement Version 1.0 Page 12 user guides that provide step-by-step instructions for all IPP capabilities ranging from creating and submitting an invoice to setting up email notifications.

Additional Support

IPP Customer Support Team is available Monday through Friday from 8:00 am to 6:00 pm EST

•Phone: (866) 973-3131 or Email: IPPCustomerSupport@fiscal.treasury.gov

•For answers to frequently asked questions, visit the Vendor FAQ page on the IPP.gov web site.

The Contractor shall render invoices to the Invoice Processing Platform (IPP). Each individual ordering office has the responsibility to inspect all deliverables and authorization to certify, reject, or deny invoices for payment. Payment will be made by the office specified in the individual task order.

The amount on each contract line will represent a ceiling price for that order that the

Contractor exceeds at its own risk. The amount of each order will be based on historical ordering patterns and projected usage. The Contractor will ensure that each call invoiced, is in fact answered and translation services are received by the Government. An itemized invoice shall be attached to the invoice in IPP and shall provide an record of each call received and supported per CLIN, by date, to include the time the call was answered by the Contractor, the translators identification number, the time the call was disengaged after the professional translation service was provided, the length of the call, and attribute the cost to account for the total time of the service for each call. Additional data per call may also be provided if the Government or Contractor determines whether it is beneficial for the Government to attrite accountability when matching funding to time engaged with this service.