21R0203_Attachment A - AIR Card_Performance_Work_Statement.pdf

AIR Card® Program Delivering Commercial Aviation Solutions to Champion the Warfighter Mission

Solicitation No. SPE606-21-R-203

Performance Work Statement For

Aviation Into-Plane Reimbursement (AIR) Card® Program Transaction Processing Services

Performance Work Statement Scope and Terms

The Defense Logistics Agency Energy (DLA Energy) mission is to provide the Department of Defense (DOD) and Government agencies with comprehensive energy solutions in the most effective and economical manner possible. DLA Energy Aviation Into-plane Reimbursement (AIR Card®) Program provides the ability to procure aviation fuel and ancillary ground services at commercial airports globally. The AIR Card® Program is a division of the Government Fuel Card Program Management Office (PMO) which is an Office of the Secretary of Defense (OSD) level Program Office managing several fuel card programs.

The DLA Energy AIR Card® Program is a trailblazer in providing innovative aviation fuel and ground service solutions supporting the customer’s aviation mission. The AIR Card® Program also provides cost transparency, robust analytical tools, oversight, and reporting capabilities using DLA Energy financial systems.

The Contractor shall provide solutions to accomplish the requirements stated herein.

The AIR Card® Program operates in accordance with the Federal Acquisition Regulation (FAR) and the Financial Management Regulation (FMR) and other applicable Federal Government laws, regulations, and policies. Requirements are aligned with changes in technology, new aviation initiatives, and regulations such as Government Charge Card Abuse Prevention Act of 2012 (P.L. 112-194), Office of Management and Budget (OMB) Circular A-123 Appendix B: Improving Management of Government Charge Card Programs, and subsequent revisions thereto, and government-wide security requirements such as the Federal Information Security Management Act (FISMA). The AIR Card® Program is focused on:

• Innovative payment solutions to provide increased purchasing flexibilities and strategies for making payments.

• Enhanced Level 3 data,

• Expanded use of data analytics and misuse/abuse/fraud detection tools, reporting, and security capabilities to support compliance with government-wide regulations and policies.

• Straight through processing.

• Innovation in meeting unique government requirements.

• Audit compliance.

• Accurate transaction processing.

• Accurate reporting.

NOTE: If the Contractor elects to use sub-contractors, the Contractor shall ensure the sub-contractors abide by the scope of work of the Contract and all applicable laws and regulations. The Contractor shall provide impartial judgment and not present a conflict of interest while handling Government transactions.

Performance Work Statement

1.Pricing Requirements

2.Transition

3.Purchase Solutions

4.Card Requirements

5.Hierarchy

6.Customer Invoice

7.Foreign Currency

8.Release of AIR Card® Program Information

9.Merchant Acceptance

10.Contractor Personnel

11.Customer Service

12.Training

13.Marketing

14.Tax Exempt and Tax Reclamation

15.Quality and Risk

16.Continuity of Operations

17.Electronic Access System

18.Transaction Authorization

19.Split Billing

20.Processing Transactions

21.Use of AIR Card® Program Information and Data

22.Record Retention and Retrieval

23.Program Analytics and Monitoring Tools

24.Data and System Management

25.Security Requirements

26.Background Investigations

27.Product and Service Controls

28.Interpretation of Contract Requirements

29.Organizational Conflict of Interest

30.Government Point of Contacts

31.AIR Card® Contracting Officer Authority

Attachments:

Attachment 1: Refund Calculation Reports

Attachment 2: Customer Invoice

Attachment 3: Roles and Permissions

Attachment 4: Sample Tax Report

Attachment 5: Card File Format

Attachment 6: Transaction File Format

Attachment 7: File Delivery Schedule

Attachment 8: Ground Service File Format

Attachment 9: Test Type Table

Attachment 10: Report Schedule

Attachment 11: Background Investigation Decision Tree

Attachment 12: AIR Card® Authorized Product and Service List

Attachment 13: Background Investigation: SF-85P

Attachment 14: Acronym Listing

1.Pricing Requirements

Historical Aviation Into-plane Reimbursement Card Program Information

The following chart displays the historical trends of the AIR Card® program from FY13 through FY19.

Refunds Contract Minimum Refunds The minimum refund is a single rate which considers volume of spend. Offerors are encouraged to propose higher than the minimum refund rate. The minimum refund rate the Government will accept is one percent of the total amount of non-contract fuel, non-contract fuel related charges and ground services. Offerors shall adhere to the minimum refund structure when proposing under the Request for Proposals (RFP). The proposals that contain a lower than contract minimum refund will not be considered. Failure to propose in accordance with the instructions contained in this RFP may render the proposal unacceptable.

Frequency of Refund Reporting The Federal Government’s Fiscal Year (FY) begins October 1st and ends September 30th. The

AIR Card® Historic Sales

FY13 FY14 FY15 FY16 FY17 FY18 FY19

Non-Contract Fuel Qty (Gallons)

31,580,513 35,174,911 45,442,170 47,681,424 53,639,416 82,095,473 83,372,599

Non-Contract Fuel Sales ($)

$146,438,397 $158,139,751 $193,392,783 $154,296,808 $187,618,656 $381,369,114 $383,149,172

Non-Contract Transactions (count)

54,924 56,942 71,846 71,888 78,937 83,392 80,196

Contract Fuel Qty (Gallons)

155,859,525 168,672,713 203,292,555 201,645,134 175,943,834 167,281,283 178,155,119

Contract Fuel Sales

$648,211,254 $685,426,209 $745,127,832 $525,223,046 $444,353,662 $480,567,875 $599,824,195

Contract Transactions (count)

248,633 243,450 266,991 259,974 234,405 240,083 253,586

Ground Service ($) $15,926,795 $39,285,232 $30,882,717 $36,328,245 $37,191,280 $37,062,157 $40,572,210 https://smartpay.gsa.gov/

Contractor shall provide quarterly refund calculation reports to the Government by the 5th calendar day following each fiscal reporting period (i.e., January 5th, April 5th, July 5th, October 5th), unless otherwise specified by the Government. If the 5th calendar day of a fiscal reporting period falls on a weekend or Federal Government holiday, reports shall be provided the next business day.

Government Refund Report Distribution List The refund report distribution list includes the AIR Card® Program Manager and Contracting Officer.

AIR Card® Program Manager (PM)– Elizabeth.Baines@dla.mil Contracting Officer (KO) – Daisy.Williams@dla.mil

AIR Card® Instructions for Refund Calculation Reports See Attachment 1: Refund Calculation Reports

Refund Acceptance

When the PM confirms the Contractor refund reports are accurate, the PM shall provide acceptance to the Contractor by email within ten (10) business days following receipt of the refund calculation reports.

Refund Rejection

When the PM identifies Contractor refund calculation report errors, the PM shall communicate a refund rejection to the Contractor by email. The Contractor shall have five (5) business days to correct and resubmit corrected refund calculation reports.

Refund Remittance

The Contractor shall obtain refund acceptance from the PM by email. The Contractor shall have two (2) business days to transmit the refund monies to the appropriate locations outlined in the AIR Card® Fuel Refund Remittance Instruction and AIR Card® Ancillary Refund Remittance Instruction. When the refund payments have been disbursed, the Contractor shall email the refund payment confirmation to the refund distribution list.

AIR Card® Fuel Refund Remittance Instructions

Fed-wire or ACH

The instruction shall be provided to the Contractor after award.

AIR Card® Ancillary Refund Remittance Instructions

The instruction shall be provided to the Contractor after award.

mailto:Elizabeth.Baines@dla.mil

AIR Card® Fuel Discount Remittance Instructions On the 5th calendar day of each month, the Contractor shall remit the lump sum of fuel discounts processed during the prior month.

The instruction will be provided to the Contractor after award.

2.Transition The Contractor shall support a cooperative, orderly, and seamless transition. Failure to transition in accordance with these requirements shall be cause for termination. The Contractor shall transition with minimal disruptions and maintain a dedicated transition team. At a minimum, the Contractor shall operate within the guidelines set forth in the subsections below to assist the AIR Card® Program through the transition.

All Contractor costs associated with the transition and implementation shall be borne by the Contractor. No transactions shall be made or processed prior to the expiration of the AIR Card® contract SP0600-12-C-0359 and/or prior to the beginning of the transactional period of performance under this contract, without the prior written approval of the KO.

The Contractor shall meet the following requirements to implement AIR Card® Program solutions prior to the transactional period of performance:

1. Account Setup and Activation: Accounts shall be established and not activated any earlier than the transactional period of performance, unless otherwise approved in writing in advance by the KO. The Contractor shall ensure that activation procedures are provided with account issuance.

2. Electronic Access: The Contractor’s AIR Card® Electronic Access System (EAS) shall be made fully operational and compatible with customer systems and security requirements during the transitional period and before the start of the transactional period of performance in accordance with Security Requirements and Electronic Access System (EAS). The Contractor shall demonstrate the functionality of the EAS, prior to the beginning transactional period of performance.

3. Data Transmission and Storage: The Contractor shall work with the PMO to receive and upload and complete account data; user data; aircraft data; hierarchy structure; interface agreements; line of accounting; and other pertinent program or transactional data.

4. Initial Card Delivery: Cards shall not be delivered any earlier than 25 calendar days prior to the beginning of the transactional period of performance, unless otherwise mutually agreed to by the KO. Delivery shall be in accordance with requirements described in Card Issuance and Delivery section.

5. Training Materials: The Internet/Intranet address or hard copy training materials described in Training, shall be available on the EAS and approved by the PM. The Contractor upon request from the PM shall present EAS functionality training sessions to users via in person sessions or webinars at the Contractor’s expense.

6. Robust Payment and/or Card Acceptance: The Contractor shall deliver global payment and /or card acceptance in accordance with Merchant Acceptance.

Contractor's performance readiness shall be certified by the KO before the start of AIR Card® transaction processing. For the initial transition, Contractor shall submit assessment results conveying readiness to the KO and PM.

Contract Transition The Contract startup/implementation transition requirements are the processes required of the Contractor upon Contract award. This transition includes, but is not limited to, the AIR Card® Contract Kick-Off

Forum and Presentation Packages (as described below), and preparation to begin transaction processing, transition from the previous contract, implementation of services, technology transitions, and post contract transition.

Kick-Off Forum The Government will host a Kick-Off Forum in the Fort Belvoir, Virginia area or a virtual forum. The Contractor is required to attend and is responsible for its costs associated with attendance as well as any audio-visual needs, including telephone/voice/data lines for personal computers. The KO will provide the kick-off forum meeting space. The Government is not liable for associated costs in the event of a kick-off forum cancellation. The objective of the meeting is to:

• Discuss the Kick-Off Forum Presentation Packages.

• Identify responsibilities and roles.

• Address reports needed, regular meetings, and schedules.

• Address acceptance criteria and procedures for nonconforming products/services.

• Review other issues, as required.

At the Initial Kick off Meeting, the Contractor shall be provided a list of customer branch of service (BOS) and hierarchy structure participating in the AIR Card® program under the contract.

Kick-Off Forum Presentation Packages As part of the presentation package, the Contractor shall provide a Transition Approach for Government consideration. The approach shall include at a minimum: transition schedule, transition personnel roles and responsibilities, progress tracking and reporting, communication approach including meetings between the Contractor and the Government teams; data transmission, storage, and security; training;

and new account establishment and issuance processes. Presentation packages shall be available electronically and in hard copy to the Government.

Post Contract Transition At the end of the Contract’s period of performance, the Contractor shall monitor and manage a cooperative, orderly, and seamless transition to a successor. The Contractor shall, upon the KO’s written notice, furnish phase-out services for up to 6 months prior to the expiration date of the contract. The Contractor shall provide sufficient, experienced personnel during the phase in/phase-out period to ensure that there is no diminution in the quality of services provided under the Contract.

The migration of data from the Contractor to the successor Contractor shall adhere to the security measures in the Security Requirements. At the request of the KO, the Contractor shall provide a complete, non-proprietary, current, and accurate file of data and format as requested by the KO. The initial submission of this information shall be transmitted at least 90 calendar days prior to the end of the Contract. The Contractor shall provide updates to the KO for up to 6 months after Contract expiration. The Contractor shall also provide the data file(s) within five (5) business days of the KO written request. At its discretion, the Government may reduce the transition period, but only through written notification by the KO. The Contractor shall maintain and offer access to legacy systems to the Government for a period of 6 months after the completed transition.

Contract Close-Out Requirements On the expiration date of the Contract, all accounts shall be deactivated/closed. Only authorized transactions dated prior to the expiration date of the Contract shall be processed. Work associated with contract closeout shall not exceed six (6) months but no less than three (3) months after the expiration date of the Contract. The Contractor shall reconcile each account balance and settle each transaction dispute within one (1) month following the contract expiration date. If no resolution occurs at the end of the one-month period following the contract expiration, the KO shall make a final determination with respect to the matter in need of resolution.

The Contractor shall continue to generate and distribute all files, records, reports, and copies of documents and refunds originally required under the expired contract with respect to all transactions dated prior to the expiration date and all disputed transactions, until all activity under the contract is completed.

3.Purchase Solutions There are many commercially available products and services that may add value to the AIR Card® purchase program. The Contractor shall propose purchase solutions for Government consideration with the proposal and during the contract performance period.

4.Card Requirements The International Organization for Standardization (ISO) designation shall be proprietary to the U.S.

Government AIR Card® Program.

The Contractor shall own or operate embossers that allow card creation no later than two (2) hours following the card approval.

The Contractor assumes all card costs to include card stock, card issuance, annual fee, and delivery costs. When the Contractor is aware of a lost or stolen card and possible misuse, the Contractor shall immediately contact the PMO. The Government account shall not be liable for charges billed to a lost or stolen card. The account is responsible for charges billed to an inactive card or account if presented for payment for product/services accepted.

The Contractor shall propose a fuel only card or comparable payment solution. The comprehensive solution shall be submitted in the proposal.

AIR Card® Design

The Contractor shall submit three (3) AIR Card® background designs to the PM for review and approval.

The Contractor shall have the ability to accept and deliver design changes or design images submitted by the PM. The final card model shall be submitted to the PM for written approval no later than 60 calendar days after the award of the Contract. The Contractor shall, within one (1) business day, correct and replace, at its own expense, any cards issued that contain Contractor-caused errors. The Contractor shall, at its own expense, be responsible for the printing and embossing of the cards.

Front Side of AIR Card®

The Contractor shall include the DLA Energy emblem, the words “Aviation Reimbursement Into-plane”, the words “For Official Government Use Only”. The placement of words shall conform to Government provided card image.

The Contractor shall be able to emboss cards with the following information unless alternate instructions are provided by the PM.

EMBOSS:

a) Card Number (each card embossed shall have a unique card number).

b) Customer Service or Agency (alphanumeric).

c) Aircraft tail number (10 positions Alpha numeric), Into-truck or ANY ACFT.

d) Expiration Date (MM/YY).

Customer Service or Agency Emboss Air Force USAF Army USA DoN USN Federal Civilian Agencies Fed Civ

Back Side of AIR Card® The back of the AIR Card® stock print shall contain the following information:

24-HOUR SERVICE: USA & TERRITORIES OR CANADA: (insert Contractor phone #) OUTSIDE THE UNITED STATES: (insert Contractor phone #)

ACCEPTANCE AND/OR USE OF THIS CARD BY AUTHORIZED PERSONNEL CONSTITUTES THE

USER’S ACCEPTANCE OF THE TERMS AND CONDITIONS UNDER THE DLA ENERGY AIR

CARD® CONTRACT. THIS CARD FACILITATES PAYMENT OF FUEL/GROUND SERVICES ONLY

AND DOES NOT GUARANTEE FUEL QUALITY ASSURANCE AT NON-CONTRACT LOCATIONS.

THIS CARD IS ISSUED BY AND REMAINS THE PROPERTY OF THE ISSUER PER THE TERMS

AND CONDITIONS WHICH ARE AVAILABLE AT: (insert web address) IF CANCELLED OR LOST/FOUND, THE CARD ITSELF SHOULD BE SENT TO (insert contractor address).

FOR PROGRAM QUESTIONS, OR TO REPORT SUSPECTED MISUSE OF THIS FUEL CARD,

Email DLA Energy Fuel Card Office AT aircard@dla.mil.

NOTE: PILOTS, FLIGHT OR AIRCRAFT COMMANDERS & CREW CHIEFS ARE CONSIDERED

GOVERNMENT PROCUREMENT OFFICIALS AND AS SUCH, SHALL NOT ACCEPT GRATUITIES.

SEE 5 C.F.R. 2635.202 & PARA B2. DODD 5500.7, STANDARDS OF CONDUCT. VIOLATIONS

MAY RESULT IN PROSECUTION UNDER U.S. CODE, UCMJ AND/OR ADVERSE OR

DISCIPLINARY ACTION.

Magnetic Stripe:

The magnetic stripe on the cards shall be encoded for data collection devices repeated usage. The Contractor shall provide the magnetic stripe layout to the PM within one (1) business day when requested.

Sample Card Requirements The PM shall have the ability to request “sample” cards for demonstration or quality testing purposes.

Sample cards shall have the exact appearance of the AIR Card® and contain the embossing requested by the PM but have no charge capability. Sample cards shall be provided at no additional costs to the Government and have “SAMPLE CARD” prominently printed or embossed on the face of the card.

Vanity Card Requirements The AIR Card® PM may request “vanity cards” for DLA use. The cards shall be embossed with the name and job title of the individual.

Card Quality Assurance The Contractor shall perform and pass pre-approved quality assurance checks on all AIR Cards® used by the Government during the contract performance period. The Contractor shall provide a card quality assurance plan, that includes the quality assurance checks associated with each purchase/payment solution to the PM and KO within 6 weeks following contract award. The Contractor shall maintain accurate line of accounting including aircraft identification on each card.

Card Issuance and Delivery Card delivery shall be at the Contractor’s expense. Card delivery methods shall include common carriers such as, but not limited to the U. S. Postal Service, DHL, FedEx, and UPS. The Contractor shall use the delivery method selected by the customer. The Contractor shall have the card delivery method available on the EAS for customer selection. Cards shall be mailed the same day (6 am - 6 pm

EST) as the approved card request is received by the Contractor or processed using the EAS. The Contractor shall ensure the cards are encoded and readable by the data collection devices. A test plan describing the method and results for ensuring the cards are fully operational shall be submitted to the PM and COR prior to initial card delivery.

When requested, the Contractor shall have the ability to securely and/or electronically issue card numbers to customers immediately after an approved card request and prior to card delivery and physical receipt. The Contractor shall ensure that when reporting or submitting card numbers to customers that only the last 8 positions are sent (which includes security code/check digit).

Card Packaging:

Card User Guide The Contractor shall develop a guide to be issued with each card. This guide shall be sufficiently detailed to serve as a stand-alone reference for the card user. The guide shall contain a card sleeve where the Contractor shall insert the AIR Card®. The Government prefers the size of the guide to be consistent with the size of the card. At a minimum this guide shall include the following language:

U.S. GOVERNMENT AIR CARD® GUIDE

The guide provides pertinent information about your U.S. Government AIR Card®, provided by DLA Energy, Government Fuel Card Program Office. DLA Energy recommends you always carry the AIR Card® in this guide and keep it in the flight packet along with the SF 44- Purchase Order-Invoice- Voucher.

PROGRAM SUPPORT CONTACTS

DLA Fuel Card Program Office AIR Card® Program Team Email: AIRCARD@DLA.MIL

[Insert Contractor POC]

AUTHORIZED USES OF THE AIR CARD®

Customer and merchants are provided a complete list of authorized products and services that may be purchased using the AIR Card®. Any other product or services is NOT allowed and shall be paid for with another form of payment.

Authorized Fuel and Additives Include but are not limited to:

• Aviation Fuel

• Fuel Additives (FSII, SDA, CI)

• Flowage Fees

Authorized Ground and Ramp Services Include but are not limited to:

• Aircraft Housekeeping (trash collection, lavatory service, potable water, etc.)

• Aircraft Landing Fees

• Aviator Breathing Oxygen

• Parking and Ramp Fees

• Supplies (maps, navigational aids, etc.)

mailto:AIRCARD@DLA.MIL

A complete listing of authorized charges is found at [enter EAS link] or request a copy from your Accountable Official.

PROCEDURES FOR USING THE AIR Card®

Fuel purchases shall be obtained as follows: 1) DoD Installation; 2) DLA Energy Into-Plane contracts; 3) card accepting merchant.

1. When planning your mission, check the [insert EAS FBO locator link] for AIR Card® accepting merchants. If there is no merchant support available, contact the [insert Contract phone and customer support email] for pre-arrangement options or use the SF 44.

2. Card users are required to use the DLA Energy Into-plane contract when available. A list of contracts are available [enter EAS FBO locator link] and the DLA Energy website IPCIS.

3. The AIR Card® user will present the AIR Card® to the Fixed Base Operator (FBO) or ground handler for payment of provided product/services. FBO’s and Agents have been trained on card acceptance procedures. The merchant will record the transaction and provide the card user with a document that contains itemized charges to include pricing

4. The AIR Card® user MUST review the sale document(s) and when determined to contain accurate information to include pricing, sign the document. Immediately return the signed document(s) to your home station Accountable Official for validation purposes.

5. Report any change of address, change of Accountable Official, or transfer of aircraft to the CPM prior to the change.

EMERGENCY PROCEDURES

If you are refused fuel from a card accepting merchant, call the [insert Contractor Customer Support] [insert Contractor phone and web line] and send an email containing a detailed explanation to aircard@dla.mil.

PROCEDURES FOR REPORTING LOST OR STOLEN CARDS

In the case of a lost or stolen AIR Card®, contact [insert Contractor Customer Support] for assistance. Lost, stolen, or damaged cards should be reported immediately to the Accountable Official at your Home Station.

ETHICAL RULES

Executive order 12731, 17 October 1990, entitled “Principals of Ethical Conduct for Government Officers and Employees”, clearly identifies the standards of conduct expected of flight crew members.

Appointed card users are DoD military and federal civilian employees who are considered government procurement officials in that they order the fuel and other supplies and commit the Government to purchase those items.

As ordering officials, they shall not accept gratuities. See: Executive Order 12731 http://www.oge.gov/Laws-and-Regulations/Executive-Orders/Executive-Order-12731-(Oct--17,-1990)--- Principles-of-Ethical-Conduct-for-Government-Officers-and-Employees/. Any offers of illegal gratuities should immediately be reported to the DLA Energy Fraud Counsel or DLA Energy AIR Card® Contracting Officer. To report suspected fraud, waste, or abuse email aircard@dla.mil.

By law, each DLA Energy Into-Plane contract contains a gratuities clause which provides that a contractor who offers gratuities to obtain favorable treatment under a contract shall have the contract terminated.

Government employees may not make unauthorized commitments or promises of any kind with intent to bind the Government.

Government employees shall avoid any actions creating the appearance that they are violating the law or the ethical standards in effect.

http://www.oge.gov/Laws-and-Regulations/Executive-Orders/Executive-Order-12731-(Oct--17,-1990)---Principles-of-Ethical-Conduct-for-Government-Officers-and-Employees/ http://www.oge.gov/Laws-and-Regulations/Executive-Orders/Executive-Order-12731-(Oct--17,-1990)---Principles-of-Ethical-Conduct-for-Government-Officers-and-Employees/

The Contractor shall submit the guide for PM approval prior to distribution. The Contractor shall distribute an electronic copy (via internet/intranet address or digital media as specified by the PM, and/or a hard copy of the guide accompanying each card mailed to participating customers. Additional hard copies shall be made available/provided to the Service or Agency as requested.

Card Types

Three (4) types of U.S. Government AIR Cards® are assigned to U.S. Government owned inventory.

1) Card assigned to an individual aircraft.

2) Any Aircraft (ANY ACFT) cards are assigned to an existing AIR Card® unit and shall remain in the unit/wing/squadron possession. The Contractor shall not allow ANY ACFT cards transferred to another unit or account.

3) Card assigned to U.S. Government owned refueling truck (Into-truck).

4) Card assigned to a U.S. Government owned fuel bladder.

Card Line of Accounting Line of accounting information is entered by the user when requesting a new card, updating, or transferring a card. At a minimum, the following data elements are mandatory for creating a line of accounting: DoDAAC, Fund Code, Signal Code, TEC, ORG, APC and effective date. The Contractor shall not provide a card if the LOA is missing or invalid.

Card Effective Date Rules

Card

Action

Function Business Rule

New

Card

Create new card request No entry of an effective date is required. The card effective date will default to the current date the new card was requested in the EAS or submitted to a CSR.

Replace Request a replacement for damaged card

No entry of an effective date is required when requesting a replacement card

Cancel Cancel a card No entry of an effective date is required.

The card will become inactive in the EAS and display the card end date as the date the card action is requested.

Transfer Transfer a card between units within the same

BOS

The effective date options are the current system date and prior dates.

Update Update LOA The effective date is the current date.

Card Line of Accounting Rules R = Required N = Not required, allow user to update

Branch of Service

Effective Date

DoDAAC Fund Code

Signal Code

Sub Account Code

TEC Supp ACC MDS

Air Force R R R R R N R, if Signal Code = B or J Not allowed for A or C

R

Army R R R R R N R, if Signal Code = B or J Not allowed for A or C

R

Coast Guard R R R R N N R, if Signal Code = B or J Not allowed for A or C

R

DoN R R R R N R R, if Signal Code = B or J

R

Fed Civs R R R R N N R, if Signal Code = B or J Not allowed for A or C

R

5.Hierarchy Customer accounts reside within a hierarchy/approval structure. Customers are assigned roles which govern their ability to maneuver (view or update) account information. The AIR Card® Program established a hierarchal account structure which consists of five levels. The card user when referenced is the “virtual” sixth level. The HL2 CPM level represents a Military Service or Agency. The unit, wing or squadron is then identified by drilling down the chain of command of the hierarchy. The structure is defined as:

Hierarchy Level Customer at the Service/Agency

Level 1 (HL1) DLA – Energy Fuel Card Program Office

Level 2 (HL2) Service/Agency Component Program Managers

Level 3 (HL3) Service/Agency Program Coordinators at the Major Command

Level 4 (HL4) Service/Agency Program Coordinator at the Subordinate Command

Level 5 (HL5) Accountable Officials and Certifying Officers

Level 6 (HL6) AIR Card® Card User

The Contractor shall setup and maintain an accurate user role management process based on the hierarchy structure defined above and as detailed in Attachment 3: Roles and Permissions. The Contractor shall provide the ability for customer access with limited ability to cross services when requested by the PM.

Each hierarchy level below the HL2 may have one or many HL3 which may have one or many HL4 which may have many HL5 accounts and users. Example of an Army structure:

HL3 – FORSCOM

4th Infantry Division at Fort Bragg 82nd Airborne Division at Fort Campbell 101st Air Assault Division at Fort Hood

HL5- Aviation

Brigade(s) HL5 –

Aviation Battalion(s)

HL5 – Aviation Unit level(s)

The Level 5 (HL5) shall have one or many points of contact (POC) assigned to the Accountable Official (AO) and Certifying Officer (CO) role. A minimum of one (1) POC shall be assigned as the AO and CO and the POC shall not be the same person. The Contractor shall suspend the account when either role is vacant. The contacts assigned to HL3 roles and below shall only receive access to the program when approved by the Service or Agency CPM or the PMO.

6.Customer Invoice The customer invoice shall include all transactions posted to the account during the billing cycle. The Contractor shall assist customers with downloading, transferring and/or reading the transaction data and supporting transaction documentation when requested.

The Contractor billing cycle shall occur weekly. The Contractor shall generate an invoice for each account even when there has been no activity.

The Contractor shall provide invoices to the AIR Card® customer in a variety of methods: Wide Area Workflow (WAWF) (ANSI X12 810), mail, fax, email, EAS downloadable in pdf, excel and any other method that the Government mandates. The customer shall have the ability to select their preferred invoice delivery method using the EAS or email and update the invoice delivery method when needed.

The Contractor shall email the customer invoice to customers that select this method no later than one (1) calendar day after the end of each billing cycle.

Independent of the invoice delivery method, the Contractor shall post all weekly invoices to the EAS account and maintain a repository of invoices easily accessible to view or download by a hierarchy user.

The Contractor shall be responsible for working directly with the customer that has chosen WAWF as the invoice delivery method. The Contractor shall contact the Procurement Integrated Enterprise Environment (https://piee.eb.mil/piee-landing/) to create the electronic file and transmission process.

The customer shall provide the Contractor the registration information, Accounting Installation DoDAAC, DFAS DoDAAC and AIR Card® Account DoDAAC.

The Contractor shall apply all credits to the customer’s account within the same billing cycle the credit is processed. The Contractor shall submit the customer invoice layout for the PM review and approval.

The Contractor shall have the ability to make revisions as requested by the PM within five (5) business https://piee.eb.mil/piee-landing/ days. Customer invoice format (See Attachment 2: Customer Invoice).

Credit Bureaus The Contractor shall not provide any information to credit bureaus or perform any creditworthiness assessment of AIR Card® accounts.

Delinquency Control The Contractor shall not utilize a collection agency for delinquency control. The Contractor shall monitor delinquencies in accordance with regulations and policies outlined in OMB Circular A-123, Appendix B, and any future enacted delinquency laws, regulations, and policies pertaining to the AIR Card® Program. The Contractor assistance with delinquency monitoring shall include, at a minimum, the following:

• Delinquency report (see Reporting)

• Ability to track account balance and delinquencies daily and report the balances within (2) calendar days upon request

Suspension Procedures The Contractor has the discretion, at its expense, to initiate suspension procedures on an account within 180 calendar days of the billing cycle date in which an undisputed charge first appeared when payment for the charge has not been made by the account, unless otherwise directed by the PM.

If suspension is not initiated within 180 calendar days of the billing cycle date in which the charge appeared, the Contractor waives its right to suspend the card or account for the charges. If the Contractor initiates suspension, it shall follow the procedures stated below.

For suspension purposes, an account is considered past due if payment for undisputed principal amounts has not been received within 45 calendar days from the billing date. The Contractor shall send an email to the account AO(s) requesting payment on past due accounts for the undisputed principal amount. The Contractor shall provide the Pre-Suspension/Pre-Cancellation Report (see Reporting Requirements) to the relevant CPM, account AO(s) and PMO identifying the undisputed charge amount that is overdue on the account. If the Contractor chooses to begin the suspension process, it shall follow the procedures listed below if payment for the undisputed principal amount has not been received by the close of the 84th calendar day from the billing date of the billing period in which the charge appeared. The Contractor shall:

1) Notify the CPM, account AO(s) and PMO by email seven (7) calendar days prior to account suspension, if payment of the undisputed charge amount is not received in full by the close of the fifth (5th) calendar day after email notification; and

2) Notify the CPM, AO and PMO of the Contractor’s point of contact to assist in resolving the past due account(s).

Suspension actions shall be documented and, if requested, such documents shall be provided to the requestor. If payment for the undisputed principal amount has not been received by the close of the 90th calendar day from the billing date in which the charge appeared, the Contractor may suspend the account on the 91st day.

SUMMARY CHART OF CONTRACTOR ACTIONS REGARDING ACCOUNT SUSPENSION

No. of Calendar Days from Billing Date Suspension Procedure

46 Days Contractor may request payment on past due account

84 Days Begin suspension process

91 Days Account may be suspended

Within 180 Days Suspension shall be initiated

Over 180 Days Contractor waives rights to suspension for that particular charge.

The Contractor shall adhere to the following requirements:

Disputed Charges/Transactions: The Contractor shall not suspend any account due to disputed transactions. The Contractor shall only remove a dispute action when requested by the dispute initiator.

The KO or PM have the authority to override the Contractor dispute decision. The Contractor shall execute the KO or PM direction to resolve the dispute within one business day.

Reinstatement of Suspended Account: The Contractor shall automatically reinstate suspended accounts upon payment of the undisputed principal amount; and Suspension/Reinstatement Record: The Contractor shall maintain a suspension/reinstatement file on accounts to include, at a minimum, the account name, the account number, the AO and telephone numbers, invoice numbers, principal, and estimated interest penalty for each invoice, the number of days past due for each invoice, documents described in Suspension Procedures, the date of suspension, and the date of reinstatement. This file shall be made available to the CPM, account AO(s), PMO within three (3) calendar days of a request.

Reconciliation Assistance The Contractor shall, at no additional cost, provide their standard commercial reconciliation assistance to the Government. The Contractor commercial standard reconciliation assistance procedures shall be provided to the PM and KO for approval two (2) months prior to contract start up. Any Contractor revisions shall be submitted for PM and KO approval prior to implementation. The Contractor shall maintain professional conduct when communicating delinquencies and disputes with the customer. The Contractor shall resolve disputes no later than fourteen (14) business days following initiation of dispute. On the 14th business day, when the Contractor has not resolved the dispute for the customer, the transaction will be charged back.

Billing Discrepancies The customer or merchant is responsible for notifying the Contractor of billing discrepancies unless the Contractor made the discrepancy. When the Contractor made the billing discrepancy, and failed to correct the transaction, the discrepancy circumvents the dispute 90-day window and when identified, the Contractor shall chargeback the transaction in (1) business day. The PM has the final decision on billing discrepancies and will provide the corrective action the Contractor shall complete.

The customer shall have 90 calendar days from the date the Contractor bills the transaction to initiate a dispute. NOTE: The transaction file is sent to DLA daily. The transaction dispute shall be submitted to the Contractor via the EAS, by telephone or email. The Contractor shall provide the customer with the ability to reconcile the transaction manually by telephone or email or electronically using the EAS.

In the event of a transaction dispute, the Contractor shall:

a) Provide sufficient documentation to authenticate the charge.

b) Promptly investigate disputed items and use best impartial efforts to resolve transaction disputes, including working with merchants and the customer.

c) Provide a copy of the documentation identifying the charge(s) in dispute when requested by the customer. Store all documentation on the transaction in the EAS.

d) Provide a copy of all complete Contractor correspondence regarding disputed items, to the customer(s). Store correspondence on the transaction in the EAS.

e) Chargeback the merchant, where appropriate or as directed by the PM or KO.

f) Detail the disputed charge on the Dispute Report.

g) Disputes initiated via EAS will post to the dispute report real time.

h) Disputes initiated via email or phone will post to the EAS and dispute report within one (1) calendar day.

7.Foreign Currency Conversion The Contractor shall not assess foreign currency conversion fees on AIR Card® transactions submitted in foreign currencies under the AIR Card® Program. The Contractor shall ensure that AIR Card® charges submitted in a foreign currency are converted into U.S. Dollars and unit of measure converted to U.S. gallons on the AIR Card® transaction file, customer invoice, and reports using the most favorable conversion rate established by an interbank rate or, where required by law, an official rate. The currency conversion rate applied shall be the one in existence at the time the Contractor processes the transaction. The Contractor shall provide the interbank rate used on the Customer Invoice for each transaction converted. The EAS shall allow a user to view the charges submitted by the merchant in the foreign currency and unit of measure and the Contractor’s USD and unit of measure conversion rate and amount. No other costs associated with currency conversion shall apply.

8.Release of AIR Card® Program Information The Contractor shall not use names, addresses, account, card information, delinquencies, transaction, user records, AIR Card® program information or financial data, for any purpose other than specified in this contract. The Contractor shall not release, sell, or make available any such information to any third party. The Contractor shall not post or reference any AIR Card® Program information or endorsement on Contractor websites. AIR Card® Program information shall only be available in the AIR Card® EAS and accessible by AIR Card® EAS approved users.

9.Merchant Acceptance The Contractor shall do business with merchants who are approved in SAM.GOV and are eligible to receive government contracts. The Contractor shall provide a listing of those merchants that accept the card but are not registered in SAM.GOV. The Government reserves the right to approve merchants that are not in SAM.GOV. Debarred merchants shall not conduct business with the Government.

The Contractor shall facilitate an environment in which AIR Card® payment solutions are desirable to accept by the direct FBO or ground handler operating at the airport and without higher transaction processing rates and/or costs than their commercial credit card competitors. The Contractor shall provide the processing fees (See Attachment 15: Definitions) and/or costs for every participating merchant and make this information accessible in the EAS. The processing fees and/or costs imposed by the Contractor to process a merchant non-contract fuel, non-contract fuel related charges and ground service transaction shall be submitted in the proposal. The Government requires maximum participation, both domestic and internationally, by fixed base operators that directly deliver the fuel and ground services.

The Contractor shall guarantee merchants provide each card user a proper invoice and obtain the card user signature at the time of sale. The Contractor shall minimize participation of third-party merchants and third-party processors. The Contractor shall guarantee third-party merchants provide a proper invoice to the card user at the time product and/or service rendered. The Contractor shall guarantee third-party merchants provide the actual FBO or ground handlers proper invoice to the card user at the time product/service rendered. The Contractor shall ensure Merchants are held financial liable when a charge is billed and not on the AIR Card® authorized product and service list or included on the card user documentation obtained from the servicing merchant at time of sale.

The Contractor shall provide a Merchant Recruitment Upgrade Plan to the COR and PM 90 calendar days after Contract award. The Contractor shall also conduct small business outreach efforts to include small and rural merchants. Other actions in the plan shall include but are not limited to product/service discounts, reduced processing fees and/or costs. The Government may identify merchants the Contractor shall recruit or remove from the program.

The Contractor shall deliver a solution which provides the AIR Card® EAS users the ability to determine reasonable fuel and ground service costs by merchants at each international civil aviation organization (ICAO). An example would be merchant ABC charges $100 for a lavatory fee and merchant DEF charges $50 for aircraft type C-130 at Dulles International. The Contractor shall propose solution(s) to identify merchants that charge higher costs than the competitor(s) and the action(s) when higher costs are discovered to ensure the Government is not financially susceptible to price gouging, fraud, or abuse with the proposal and improved when the Government identifies weaknesses in the Contractor’s plan.

The Contractor shall guarantee merchants upload the proper invoice document(s) for each transaction or submit the documentation to the Contractor to upload. The Contractor shall guarantee the documentation is posted to the transaction in the AIR Card® EAS within 24 hours of receipt (See

EAS).

The Contractor shall provide a comprehensive list which describes the current global merchant coverage (30) calendar days following contract award and as requested by the PM. When requested by the PM, the Contractor has (2) business day to deliver the list. The expectation is that AIR Card® and other approved purchase solutions under this program will be widely accepted in terms of geographic locations and the number of participating FBOs at each location. The Contractor shall assist, as requested, in communicating the benefits of accepting the AIR Card® purchase solutions and recruiting merchants that do not currently accept the card or purchase solution, as well as upgrading merchants’ transaction capability to capture and transmit Level 3 enhanced data. Merchant acceptance shall include Discounts: Merchant product or service transaction discounts shall be identified (see EAS, Customer Invoice and Pricing Requirement).

Every six months, the Contractor shall ensure the accuracy of the merchant information available to users in the AIR Card® EAS functionality. The Contractor shall update the merchant information when it realizes the information contains inaccuracies. The updates are required to be made within (1) business day.

The Contractor shall ensure merchants do not copy or maintain card numbers on file. Merchants that submit charges with a card number that was not presented at time of sale will be returned without processing.

The Contractor shall ensure merchants pre-authorize the payment solution and if the card is suspended or inactive, the customer shall present another payment solution at the time of sale. When the merchant fails to pre-authorize the card and the card or account is suspended or inactive at the time of sale, the Contractor shall not process the transaction. The Contractor shall provide the merchant transaction documentation that substantiates the sale to aircard@dla.mil.

The Contractor shall provide copies of merchant agreements when requested by the PM within 1 business day. If the Contractor enters or has an existing contract or agreement with a merchant, the Contractor shall disclose the information to the PM and KO. The merchant agreements may be revised by the PM to ensure alignment with the program requirements. Merchant onboarding packages shall be provided to the PM and COR for revisions/approval to ensure alignment with the requirements. A definition section shall be included in the merchant agreement and merchant onboarding package documents.

Third-party processors and third-party merchant agreements and any other agreement which allows an entity to transmit transactions for processing shall be provided and disclosed to the PM prior to processing transactions.

10.Contractor Personnel The Contractor shall assign skilled personnel with the supervisory, management, and administrative services experience and training necessary to successfully meet the requirements of this contract. All key personnel shall be United States citizens and physically located in the United States.

Key Personnel Key personnel shall be identified as key individuals assigned to participate in the Contractor performance of the contract. Key personnel categories shall include but are not limited to program management, customer support, financial and billing, and IT. The Contractor shall attend program reviews, when requested by the PM and provide accurate and reliable reports to the PM on program support to include but not limited to metrics, cost, level of effort on system upgrades and enhancements, customer support activities, etc. The Contractor shall participate in meetings with the PMO when requested.

Program Manager: The Contractor shall designate a Program Manager for the responsibilities including but not limited to day-to-day and special support, natural disaster, and contingency activities;

implementation; quality, training, billing; reconciliation; suspension; cancellation; transaction overrides;

transaction disputes; supervision; coordination; customer relationship and service support; and transition support. The Program Manager shall be well versed in all aspects of transaction processing programs, readily accessible, and be an overall point of contact for the PM and/or the KO. The Contractor shall also designate an alternate Program Manager in the event of the absence of the primary. The Contractor shall mailto:aircard@dla.mil provide a dedicated Program Manager during regular business hours and outside of the core hours of operation upon request by the PM or KO. The Program Manager shall have a minimum of five (5) years of experience supporting a program of similar size and scope of the AIR Card® Program.

Customer Relationship Manager: The Contractor shall designate a Customer Relationship Manager with responsibilities that include, but are not limited to:

• Program…