Attach A - Performance Work Statement (PWS) - Core Services 7.14.23.pdf

ATTACHMENT A

PERFORMANCE WORK STATEMENT (PWS) –

CORE SERVICES

JULY 14, 2023

RFP 80HQTR23R0001

Attachment A, Performance Work Statement – Core Services i 7/14/2023

NATIONAL AERONAUTICS AND SPACE

ADMINISTRATION (NASA)

MARY W. JACKSON HEADQUARTERS

WASHINGTON, DC

PERFORMANCE WORK STATEMENT (PWS) – CORE

SERVICES

Dated July 14, 2023 ii

Contents

1.0 DESCRIPTION OF SERVICES/BACKGROUND

1.1 BASIC OPERATIONAL SUPPORT SERVICES

2.0 REQUIREMENTS

2.1 Program Management

2.2 Mail Center Operations and Mail Services

2.3 Facilities Help Desk

2.4 Facilities Support Services

2.5 Courier Driver Services

2.5.1 Operation of Government Owned/Leased Vehicles

3.0 EQUIPMENT

4.0 PERFORMANCE REQUIREMENTS SUMMARY

5.0 TABLE OF DELIVERABLES AND SCHEDULE

6.0 QUALITY CONTROL AND SAFETY MANAGEMENT PLAN

7.0 Employees

7.1 Drug- and Alcohol-Free Workplace

8.0 HOURS OF OPERATION

Work Outside Normal Duty Hours

9.0 Preparedness and Response

10.0 INDEFINITE DELIVERY INDEFINITE QUANTITY (IDIQ) TASK ORDERS

Support Services Requiring Overtime Work Hours

Materials

11.0 RELEVANT DOCUMENTS

GREENHOUSE GAS EMISSIONS

12.0 ACRONYMS/DEFINITIONS

Program title: Headquarters Operational Support Services (HOSS) Program office: NASA Headquarters, Office of Strategic Infrastructure, Support Services Division

1.0 DESCRIPTION OF SERVICES/BACKGROUND

The Mary W. Jackson NASA Headquarters occupies a General Service Administration (GSA) leased hi-rise building located at 300 E Street, SW, Washington DC and is comprised of approximately 600,000 rentable square feet which includes office space, fitness center, gift store, library, theater/auditorium, and other special spaces. It houses approximately 1700 occupants and has an armed contract security force. The NASA Headquarters Support Services Division (HQ SSD) provides management of professional, technical, operational and administrative support services.

The contractor shall provide management, labor, tools and all equipment necessary to ensure operational support services are performed at the Mary W. Jackson NASA Headquarters building.

1.1 BASIC OPERATIONAL SUPPORT SERVICES

The contractor shall operate and staff the following support services: mail center operations;

facilities help desk; facilities support services; driving services; and audiovisual support services.

In addition, overall program management and quality control is a requirement within the scope of this acquisition described in this PWS.

2.0 REQUIREMENTS

2.1 Program Management

The Contractor shall provide onsite program management, which includes customer service, conflict management, quality control, employee training and safety management. The Program Manager (PM) shall be empowered to lead this effort, make day-to-day decisions related to the work performed under this contract and be responsible for the Contractor’s overall performance, including any subcontracted activities. The Contractor’s PM shall be the primary point of contact (POC) for technical direction from the COR to the Contractor.

2.2 Mail Center Operations and Mail Services

The Contractor shall provide all services to execute and maintain a functioning Mail Management program at NASA HQ. The contractor shall be responsible for preparing, processing, and managing incoming and outgoing mail via the USPS and shipments via commercial vendors at NASA HQ. The contractor shall be responsible for: processing all incoming and outgoing accountable mail; processing shipments via commercial vendors such as Federal Express (FedEx) and United Parcel Services (UPS); delivering letters and packages received via FedEx, UPS, or other carriers up to 50 lbs. The contractor shall be responsible for daily mail runs within NASA HQ and maintaining mail stop list. The contractor will also be routinely tasked to deliver NASA HQ mail to NASA Goddard Space Flight Center (GSFC). The government will furnish a vehicle for these mail deliveries).

Priority 3 Work that is associated with a project and must be completed according to the project schedule.

2.4 Facilities Support Services

The contractor shall perform a wide range of facilities services tasks including, move services and non-technical repairs and tasks at a level not requiring formal certification throughout NASA Headquarters and NASA HQ offsite sponsored events. The contractor shall perform a variety of highly skilled services in the NASA HQ building and offsite which can include: carpentry maintenance and repair tasks, drywall repair, painting, door and hardware repair/replacement, mounting wall fixtures and signage, exhibit display set-up/breakdown, carpet tile installation, assemble/disassemble of furniture, repair of furniture and equipment, boxing/packing requests (must be approved by COR), transportation and moving of furniture, equipment and appliances, arrangement and furniture set up, operation of a move truck in the transport and delivery of items as directed by the government. The contractor shall provide all necessary equipment, tools, personal protective equipment to perform and complete services at NASA HQ. The government will provide vehicles to be used for services.

Service requests shall be completed according to the priority time frame identified in the performance standards table.

2.5 Courier Driver Services

The contractor shall perform Courier/Driver services for authorized NASA personnel to official appointments/events within the Washington DC metropolitan area. The contractor shall be responsible for coordinating, scheduling, managing all driving services for authorized NASA HQ customer. Courier driver services may be required for special events outside of business hours and should be pre-approved by the COR and coordinated by the contractor PM.

The contractor shall perform tasks associated with pickup and delivery of packages to government agencies and embassies located within the National Capital Region.

2.5.1 Operation of Government Owned/Leased Vehicles

AS part of the Courier driver services, the contractor shall operate Government owned and/or leased vehicles on regular and special assignments to locations in and around the Washington, D.C. metropolitan area. These vehicles could have either manual or automatic transmissions and may include a truck up to 24 feet in length. The contractor shall ensure that all staff driving on this contract meet all licensing and certification requirements.

The contractor shall monitor vehicle’s performance and transport cars to government-approved garages for oil and fluid changes, preventive maintenance, shall maintain cleanliness of interior and exterior surfaces and refueling as needed.

The contractor will have access to a Government credit card for the purchase of gasoline, and shall be required to provide all gasoline receipts to the COR.

3.0 EQUIPMENT

The contractor shall maintain an inventory of the installation accountable government property (IAGP) and government property, using the contract attachment listing the IAGP as the base document. The contractor shall provide this equipment inventory report to the COR on a Monthly basis and shall include the inventory report in the Performance Report for the related task.

The contractor shall manage the equipment inventory and notify the COR when repairs and replacements are necessary.

The contractor shall ensure that all equipment provided and used onsite meet the applicable safety requirements from all sources listed in the Relevant Document’s section of this PWS and are used according to guidelines presented therein. The contractor shall ensure that all equipment is maintained properly and routinely inspected to ensure safe operation.

4.0 PERFORMANCE REQUIREMENTS SUMMARY

The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance standards briefly describe the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

Performance Objective

Performance Standard

PWS

Paragraph

Acceptable Performance

Level

Monitoring Method

Program Management

Provide Onsite Program Management

Manage contract personnel, work schedules tasking, performance and ensure all contract deliverables meet desired quality standards in a timely and cost-effective manner. This will be achieved through highly effective program management on a daily basis.

2.1

Ontime delivery of contract deliverables, within budget, and less than a 10% level of customer complaints for all deliverables and services provided on a weekly basis.

Weekly contract meetings- and customer feedback reports.

Mail Center Operations

Prepare, process, and manage outgoing and incoming mail via USPS and other commercial vendors

Process/deliver A Suite mail within 4 hours;

process/deliver mail for all other

NASA HQ

organizations within 8 hours of receipt at NASA

HQ.

Prepare/process

2.2

98% of mail processed within specified timeframe.

Review mailroom service log all outgoing mail via USPS and other commercial vendors within 1 hour.

Mail stop lists are accurate and mail runs are performed twice daily.

Maintain and manage mailing list: create, update, merge, delete, sort mailing list.

All mail lists are created, accurate and current per customer’s required shipping date.

Mail lists shall have no more than 10% errors and processed/mailed by customer’s required shipping date.

Monthly review and reconciliation

Pick and deliver sealed CUI

Coordinate pick up and delivery of CUI bins and CUI bags.

98% CUI

materials shall be picked up and properly secured with 0 missed scheduled pick-ups.

Review CUI log

Performance Objective

Performance Standard

PWS Paragraph Acceptable Performance

Level

Monitoring Method

Mail Screening All suspicious mail and packages are scanned using mail screening equipment per USPS and federal guidelines within 2 hours for A suite mail and 4 hours for other

NASA

organizations.

2.2 100% suspicious mail is screened according to established procedures.

100% of all mail scans completed as per federal guidelines.

Review mailroom screening log

Facilities Help Desk

Open, assign, and close, monitor work tickets.

Assist with all aspects of room reservations/event coordination;

prepare ad hoc reports as needed.

Assign all urgent requests immediately and all other requests within 15 minutes of receipt by the appropriate priority level.

Assign all room and reservation requests within 15 minutes of receipt.

2.3

100% of urgent processed within required timeframe. 95% of non-urgent requests processed and closed within priority timeframe.

95% of all room requests are appropriately assigned without overlap with the appropriate room layout, equipment and

Monthly review of process/completion metrics within facilities system;

customer feedback.

Performance Objective

Performance Standard

PWS

Paragraph

Acceptable Performance

Level

Monitoring Method

Facilities Support Services

Professional carpentry and mover services tasks

All carpentry and mover services completed using safety procedures, quality craftmanship, and performed within project scope and completed within assigned priority level without mishaps.

2.4

100% Follow safety procedures, produce quality craftmanship performed within project scope.

95% completion of requests within requested time frame without mishaps.

Weekly inspections for completion and quality assurance;

customer service reports

Courier Driver Services

Provide transportation services

All transportation services are completed on scheduled and within specified guidelines.

2.6

100% of completed on schedule and within specified guidelines.

Bi-weekly meetings with customer base, metric reporting within facilities system.

set up with less than 5% reservation conflicts or cancellation due to over booking.

Performance Objective

Performance Standard

PWS

Paragraph

Acceptable Performance

Level

Monitoring Method

Courier Driver Services

Vehicle maintenance

Maintain vehicle cleanliness and mechanical service appointments, ensure all vehicles maintain full fuel

100% vehicle maintenance, cleanliness shall be scheduled according to GSA standards.

Vehicles shall be on Full status 100%

Physical vehicle inspections, customer feedback

5.0 TABLE OF DELIVERABLES AND SCHEDULE

Task number Deliverable Frequency of deliverable

Format of deliverable

Recipient

2.1, 2.2, 2.3, 2.4, 2.5

Status Meeting Weekly Oral discussion COR

2.1, 2.2, 2.3, 2.4, 2.5

Performance Report

Monthly Word* document submitted via email

COR and

TM

2.1, 2.2, 2.3, 2.4, 2.5

Program Review Meeting

Monthly Oral Summary of Performance Report

COR and

TM

2.2 USPS Meter Log Twice daily Log document

maintained on file for review on request

COR

Service Reports Daily Log document maintained on file for review on request

COR

2.1, 2.2, 2.3, 2.4, 2.5

Standard Operating Procedures (SOP)

Due 60 Days after contract start date, then annually, and continuously updated as procedures change.

Document submitted via email and a hard copy delivered by hand

TM

2.2 Accountable Mail

Logs (Incoming Mail and Outgoing Mail)

Daily Log document maintained on file for review on request

COR and

TM

Mail Screening Log

Daily Log document maintained on file for review on request

COR and

TM

2.5

The contractor shall provide a schedule with assigned tasks/NASA Workplace Services tickets, in order of Priority level, and projected completion dates/times

Weekly Word document submitted via email

TM

2.2, 2.3, 2.4, 2.5

User Survey Annually, every September

Word document submitted via email

COR

2.3 After-Action

Report

Within 4 hours of registering the event

Document submitted via email and a hard copy delivered by hand

COR

2.4 Move Log Monthly Log document

maintained on file for review on request

COR

2.5 Transportation Log Each trip NASA HQ 837 COR

2.5 Trip Log Each trip NASA HQ 178 COR

2.5 Driving Record Every 6 months Word document

submitted via email

COR

2.5 Gasoline receipts Monthly Original receipts

attached to a hard copy of the receipts, delivered by hand

COR

2.5 Car Wash receipts Monthly Original receipts

attached to a hard copy of the receipts, delivered by hand

COR

4.0 Copy of

license/certification

Upon hiring or changes Word document submitted via email

COR

3.0 Equipment Report Weekly Word document

to be included in the Performance Reports

COR

6.0 Executive Driver

Overtime Hours Report

Monday of each week Word document submitted via email

CO, COR

and TM

*Microsoft Word COR=Contracting Officer’s Representative TM=Task Monitor

6.0 QUALITY CONTROL AND SAFETY MANAGEMENT PLAN

The Contractor shall develop, implement, and manage a quality control plan designed to ensure contract performance is consistent with contract requirements, government specifications and performance goals. The Contractor shall record and track training/education of all Contractor employees.

The Contractor shall establish, implement, and maintain proactive safety management that complies with and incorporates the safety requirements of 29 CFR 1910 where applicable. The Contractor shall submit a comprehensive site-specific Safety and Health Plan consistent with existing laws, regulations, policies and industry standards to the COR for approval. The Contractor shall provide PPE for all contractor staff where required.

7.0 Employees

The Contractor shall follow all United States statutory regulations with regards to the residence and citizenship status of their employees and ensure they meet requirements for working in the

United States and also for employment with a US defense contractor. The Contractor shall develop (when necessary), document, and implement a training and certification process that assures all Contractor personnel are properly trained, qualified, and certified for the tasks they are required to perform. The contractor shall submit a training plan to the government that ensures all staff are trained to maintain skills required to perform tasks. The Government will not pay for required licenses or related training or travel required to obtain, maintain or establish proficiency for task performed under this contract. The Contractor upon award shall submit verification of such licenses and certifications to the COR prior to initiation of work and immediately upon any applicable personnel change thereafter for all positions requiring licensure or certification/qualification. All licenses and certifications shall be documented and remain current throughout the contract term. The contractor shall ensure that contractor employees that perform driving services for the NASA Administrator will have a Secret clearance.

The Contractor shall ensure that personal appearance of employees is neat and professional. The contractor shall provide appropriate PPE for contractor employees.

7.1 Drug- and Alcohol-Free Workplace

The Civil Space Employee Testing Act of 1991 requires NASA to prescribe regulations for periodic testing of contractor employees for use of alcohol or controlled substances in violation of applicable law or federal regulation. Per this law, NASA implemented a requirement for NASA contractors to institute and maintain a program for achieving a drug- and alcohol-free workforce by providing for pre-employment, reasonable suspicion, random, post-accident, and follow up testing of contractor employees (reference 48 CFR 1852.223, Drug- and Alcohol-Free Workplace). Therefore, the contractor shall institute and maintain a program for achieving a drug- and alcohol-free workforce by providing for pre-employment, reasonable suspicion, random, post-accident, and follow-up testing of contractor employees.

8.0 HOURS OF OPERATION

The Contractor's work shifts shall take place during NASA HQ Normal Duty Hours, except as requested and approved per paragraph "Work Outside Normal Duty Hours" below. The Contractor shall make the best effort to provide services during normal duty hours.

Work Outside Normal Duty Hours All work is normally accomplished in accordance with NASA HQ Normal Duty Hours, certain situations may require Contractor personnel to perform their duties at times other than the standard shift. Work outside normal duty hours requires the COR concurrence and approval.

The Contractor shall request approval for work outside normal duty hours at least five (5) calendar days prior to such work whenever feasible. The Contractor shall include in the request:

the specific dates, hours, location, type of work to be performed, and justification. See section

8.0 Indefinite delivery indefinite quantity (IDIQ) Task Orders

9.0 Preparedness and Response

The Contractor’s obligation may include resolution of unusual or emergency situations. The Contractor may be required to assist NASA, within the general scope of work, in preparation for, or in response to emergencies. Obligations under this requirement shall only arise when one or more of the criteria at FAR 18.001, enabling NASA to utilize “Emergency Acquisition Flexibilities,” are met. If the emergency preparedness and response requirements result in changes to the contract, all contract adjustments will be processed in accordance with the changes clause of this contract.

10.0 INDEFINITE DELIVERY INDEFINITE QUANTITY (IDIQ) TASK ORDERS

The following requirements shall be accomplished through the issuance of individual task orders by the contracting officer (CO) under the IDIQ component of the contract:

Support Services Requiring Overtime Work Hours The contractor may be required to provide services outside of the regularly scheduled business day to support tasks of the Core portion of this statement of work. In such instances, the contractor shall provide timely and responsive support services for both unknown or special events and projects.

The contractor shall document all overtime hours with dates, times, and project names, and include the overtime documentation in the monthly performance report for the related Core task.

Materials The contractor shall provide and maintain all materials/supplies for services for the IDIQ portion of this contract.

Executive Driving Services The contractor shall perform executive driving services for authorized NASA top level personnel to official appointments/events within the Washington DC metropolitan area. The contractor shall be responsible for coordinating, scheduling, managing all driving services for authorized NASA HQ customer. Executive driver services may be required for special events outside of business hours and should be pre-approved by the COR and coordinated by the contractor PM.

The contractor shall perform tasks associated with pickup and delivery of packages to government agencies and embassies located within the National Capital Region.

Audio Visual Services

The contractor shall perform audio visual services to support the NASA HQ staff who have scheduled meetings within the NASA HQ Support Services Division conference rooms, meeting spaces and the James E. Webb Auditorium each business day.

11.0 RELEVANT DOCUMENTS

Following is a list of documents that are relevant to this acquisition. The contractor personnel shall become familiar with the documents and comply accordingly.

Unless otherwise noted, the following NPDs and NPRs may be accessed at NASA Online Directives Information System: http://nodis3.gsfc.nasa.gov

NASA Policy Directives:

NPD 1600.2 NASA Security Policy

NPD 1800.2, NASA Occupational Health Program

NPD 2800.1, Managing Information Technology

NPD 2810.1, NASA Information Security Policy

NPD 8700.1, NASA Policy for Safety and Mission Success

NPD 8710.1, Emergency Management Program NPD

5101.32, Procurement, Financial Assistance

NASA Procedural Requirements:

NPR 1600.1 NASA Security Program Procedural Requirements

NPR 8000.4, Agency Risk Management Procedural Requirements

NPR 1800.1, NASA Occupational Health Program

NPR 8621.1, NASA Procedural Requirements for Mishap and Close Call Reporting, Investigating, and Recordkeeping

NPR 8715.1, NASA Occupational Safety and Health Programs

NPR 8715.2, NASA Emergency Management Program Procedural Requirements

NPR 8715.3, NASA General Safety Program Requirements

NPR 1441.1, NASA Records Management Program Requirements

NPR 8820.2, Facility Project Requirements

NPR 1620.3, Physical Security Requirements for NASA Facilities and Property

NPR 2800.1, Managing Information Technology

NPR 2810.1A, Security of Information Technology

Additional relevant documents:

HQ PR 6000.1 Motor Pool Transportation

(https://nodis3.gsfc.nasa.gov/hq_Lib/hqd_display.cfm?Internal

_ID=HQ_PR_6000.1_TOC&idx=1)

HQ PD6730.1 Home to Work Vehicle Use by the

Administrator

(https://nodis3.gsfc.nasa.gov/hq_Lib/hqd_display.cfm?Internal

ID=HQ PD 6730.1 TOC&idx=1)

NASA STD 8719.11, Safety Standards for Fire Protection (https://www.hq.nasa.gov/office/codeq/doctree/871911.pdf)

HQPR 8621.1 Mishap Reporting, Investigating, and Recordkeeping Program and Plan (http://nodis3.gsfc.nasa.gov/hq_Lib/hqd_display.cfm?Internal_ID=HQ_PR_8621.1_Chapter1&id x=6)

Department of Defense (DOD 5220.22M) National Industrial Security Program Operating Manual

29 CFR Part 1910, Occupational Safety and Health Standards (https://www.osha.gov/pls/oshaweb/owastand.display_standard_group?p_toc_level=1&p_part_n umber=1 910)

29 CFR 1926, Safety and Health Regulations for Construction (https://www.osha.gov/pls/oshaweb/owastand.display_standard_group?p_toc_level=1&p_part_n umber=1 926)

29 CFR 1960, Basic Program Elements for Federal Employee Occupational Safety and Health Programs and Related Matters (https://www.osha.gov/pls/oshaweb/owastand.display_standard_group?p_toc_level=1&p_part_n umber=1 960)

29 CFR 1977, Discrimination Against Employees Exercising Rights Under the Williams-Steiger Occupational Safety and Health Act of 1970 (https://www.osha.gov/pls/oshaweb/owastand.display_standard_group?p_part_number=1977&p _toc_leve l=1)

41 CFR 102.74 Facility Management (http://www.gsa.gov/portal/ext/public/site/FMR/file/FMRTOC102-_74.html/category/21859/)

49 CFR 571, Federal Motor Vehicle Safety Standards (http://www.ecfr.gov/cgi-bin/textidx?SID=f821a26851bd376fbee7951f9f36be18&mc=true&node=pt49.6.571&rgn=div5)

Executive Order 13693 “Planning for Federal Sustainability in the Next Decade,” dated 19 March 2015 (https://www.whitehouse.gov/the-press-office/2015/03/19/executive-order-planningfederal-sustainability-next-decade)

Executive Order 12196, “Occupational Safety and Health Program’s for Federal Employees” (http://www.library.gov/federal-register/codification/executive-order/12196.html)

GREENHOUSE GAS EMISSIONS

As set forth in section 15 of Executive Order 13693, dated March 25, 2015

12.0 ACRONYMS/DEFINITIONS

Term Definition Business day/work day

For this contract a business day is considered every official working day of the week, which are days between and including Monday to Friday and do not include public holidays and weekends.

Equipment For this contract, equipment is listed as IAGP (contract Attachment B, Installation-Accountable Government Property), and is applicable to the Core portion of the contract. See FAR 52.245-1 (a) (3) for the definition of “Equipment.”

Material Material is applicable to the IDIQ portion of the contract. The terms:

products, supplies, and tools are included in this category. See FAR 52.245- 1 (a) (3) for the definition of “Material.”

Program Office/HQ

SSD

NASA Headquarters Support Services Division

CO Contracting Officer COR Contracting Officer’s Representative FHDS Facilities Help Desk System HQ NASA Headquarters IAGP Installation Accountable Government Property MIC Management Information Center SOP Standard Operating Procedure TM Technical Monitor