DASS_RFP_Attachment_4.1_SOW.pdf

80SSC020R0007 DASS RFP Attachment 4.1

Stennis Space Center (SSC) & Johnson Space Center (JSC) Dual Administrative Support Services (DASS)

STATEMENT OF WORK

1.0 Introduction

The Statement of Work (SOW) describes the products and services to be provided by the Contractor to NASA at the Government’s sites, defined as the Johnson Space Center (JSC), and Government-maintained facilities in the immediate JSC area (including the Sonny Carter Training Facility and Ellington Field), the White Sands Test Facility (WSTF) located in Las Cruces, New Mexico, and the Stennis Space Center (SSC), MS. In the event services are required at other NASA operating locations or alternate work locations the Government and the Contractor shall negotiate the fully burdened rate (FBR) for the location.

The contractor shall be responsible for the overall successful performance of the Dual Administrative Support Services (DASS) contract and provide all necessary resources to meet contract requirements. The contractor shall be responsible for all training and any certifications determined appropriate by the contractor required to accomplish contract requirements. All work completed under this contract shall comply with requirements contained in the applicable documents delineated in Section 4, Attachment 4.16, Applicable and Reference Documents Lists. The release of new revisions of applicable and reference documents during the performance of the contract will supersede those defined in Attachment 4.16 at the start of the contract.

1.1 Products and Services Descriptions

The products and services required are described under Sections 3.0 through 13.0 of this SOW.

The section numbers will be used in Service Requests to help identify requirements ordered under the contract.

1.2 Performance Requirements

Performance requirements that define quality and timeliness standards for the products and services required will be listed in Attachment 4.2, DASS Performance Requirements Summary and the Management Operating Plan included in Attachment 4.14 (to be proposed by offeror).

The Government expects the Contractor to perform in an “excellent” manner, defined as exemplary performance in a timely, efficient and economical manner, with very minor, if any, deficiencies resulting in no adverse effect on overall performance.

2.0 Management and Administration

2.1 Contract and Program Management

The Contractor shall provide program management and supervision of services performed to satisfy the requirements of this contract to include labor, materials, training, travel, and other resources. Contractor management includes human resources matters relating to Contractors, performance management, training, mentoring, recruiting, and ensuring timely and effective communication with the NASA DASS contract management team, which includes the Contracting Officer(s) and Contracting Officer Representative(s). Program management functions shall include, but are not limited to, handling all employment matters relating to Contractors; training their employees to recognize and report requests for personal services;

and that all delivered services meet the performance standards identified in the contract and task orders. Personal services occur when an employer-employee relationship appears to exist between a Contractor and a NASA Government employee. To avoid personal service conflicts, the Contractor shall provide appropriate supervision as considered necessary whether performed onsite as space is available or in the local vicinity by the program management team based on the specific needs of each work location. The Contracting Officer’s Representatives (COR’s) will provide daily surveillance of the services provided under the contract and provide periodic contract evaluations on the services based on performance of DASS task orders.

Contractor management responsibilities include managing workforce across multiple organizations and multiple locations while ensuring customer requirements are met. This includes providing continuity of administrative support services when there is an absence of full-time or part-time employees as specified by customer requirements.

The Contractor shall support the days and times requested for coverage on the Service Request, not to exceed a 40-hour workweek, unless an alternative schedule or overtime has been authorized. Each Service Request shall define NASA’s requirements for workdays.

Because of the nature of NASA’s work and organizational structure, the Contractor shall manage workforce scheduling to support specific programs and organizations. This may require that services be provided outside normal business hours (evenings, weekends, and holidays).

Other than permanent, full-time services, this contract includes requirements to provide temporary and part-time administrative support as needed. Temporary support may range from 1 week to a year of service with possible 6-month extensions generally not to exceed 2 years of total service. Part-time support may range from 30 hours or less per week on an on-going basis. Temporary and part-time services will only be utilized when the services are deemed not to be permanent, full-time requirements. The Contractor is required to train and mentor temporary and part-time contractor employee in the same manner that the Contractor is required to train and mentor permanent contractor employees, focusing on the key requirements and processes of the requesting organization.

2.2 Task Order and DASS Service Request Authorization

All products and services shall require a Task Order issued by the Contracting Officer (CO).

The Contractor shall provide services according to the work requirements specified on the Task Orders.

For permanent positions, the Contractor shall begin services within 20 workdays from issuance of the Task Order. Vacancies of existing permanent positions shall be filled within 15 workdays of when the Contractor receives notice of a Contractor employee resignation. In the case of internal contractor reassignments, the Contractor will provide a minimum of 10 workdays notice to the COR when a contractor employee reassignment results from a Contractor action.

The Contractor shall provide hand-over training, to ensure continuity of service, between the outgoing and incoming contractor employee prior to the permanent transition unless otherwise communicated by the COR that no training is required.

For temporary administrative support, the Contractor shall begin services within 10 workdays of receipt of the Task Order, unless a later start date is requested by NASA or agreement has been reached with the COR for a later start date.

All work shall be described on a Service Request provided by NASA and shall specify requirements, describe the work to be done, and indicate schedules, skills required, and any additional details. The Contractor shall maintain and track the status of all DASS Service Requests and provide a complete accounting to the COR. The Contractor shall propose the proper labor category to fulfill the Service Request based on the work ordered, and in accordance with Department of Labor guidance found in the DOL Directory of Occupations (latest version or release).

All documentation and files created by Contractors in the fulfillment of ordered services is the property of NASA. The Contractor shall save and/or store these items in locations specified by the NASA organization. If a Contractor employee leaves a position under this contract, the documentation and files described above, including desk procedures, shall remain with the NASA organization.

Contractor personnel may be permitted to telework on an episodic basis as determined for each customer’s unique requirements.

2.3 Safety and Health

In performance of this contract, the Contractor shall ensure the protection of personnel, property, equipment, and the environment in contractor products and activities in accordance with the Contractor-developed Safety and Health Plan, per DASS DRD-1. To ensure compliance with pertinent NASA policies and requirements and Federal, state, and local regulations for safety and health, environmental protection, and fire protection, the Contractor will develop and implement a safety and health program in accordance with a NASA approved safety and health plan. The Contractor shall develop and implement risk management techniques (including risk assessment) to be applied to hazards derived from analyses of activities and products for the purpose of eliminating or controlling hazards as specified in NASA policies and requirement for hazard reduction.

2.4 Process Management

The Contractor shall follow any Contractor-developed processes proposed as part of the Management Operating Plan in Attachment 4.14 (to be proposed by offeror) in delivering high quality products and services under the DASS contract.

2.5 Training Management

The Contractor is responsible for ensuring that all its Contractors’ employees meet customers’ minimum requirements in all areas of the SOW and Task Orders. All Contractor employees shall be tested by the Contractor to ensure the proper level of office desktop software application proficiency as determined necessary to fulfill the Task Order requirements. The Contractor will provide and maintain testing verification documentation on all its employees.

The Contractor shall be responsible for training its employees and ensuring employees achieve proficiency in the requirements contained in this SOW appropriate to their responsibilities and skill levels. The Contractor shall be responsible for training its new employees, coordinating mass training for all its employees as required, one-on-one training of its employees for unique requirements, training its employees to any application or procedural updates or new version releases, and tracking and documenting the completion of all required training. Below is a listing of anticipated training areas and currently utilized applications:

NASA provided software, currently, Microsoft Office applications (Word, Excel, PowerPoint, Outlook and file storage mediums, such as SharePoint and Teams)

WebTADS or the current NASA timecard software

Federal/NASA records management

FedTraveler or the current NASA travel software and travel regulations

Business English (i.e. grammar, punctuation, word usage, etc.)

Gregg Reference Manual or current NASA required reference document

NASA correspondence

Team building

Mentoring/leadership skills for Secretary III positions and higher

Customer service

NASA supply policies and procedures

System for Administration, Training, & Educational Resources for NASA (SATERN)

NASA Enterprise Service Desk (Moves)

NASA Property (N-PROP)

Operation of basic office equipment (copiers, printers, fax machines, multifunctional devices, etc.)

NASA Headquarters and Center senior manager organizational charts

Training should not be limited to the items listed above. Training needs shall be assessed at least annually, and the Contractor shall provide an updated Training Program Plan by the contract anniversary date addressing all requirements and timelines stated below as well as addressing timelines for attaining proficiency levels commensurate with labor categories and level of duties performed by that labor category. The Contractor shall work with the COR to ensure organizational training needs are met. Specific training may be required for certain Contractor employees due to the assignments they receive or organizational-specific requirements.

The Contractor shall train Contractor employees based on the following criteria: new Contractor employees within 20 workdays of hire; existing Contractor employees shall be evaluated at the startup of the contract. Training shall be offered during the workday but offered multiple times so that all Contractor employees are not away from their workstation at one time and each office will still have secretarial coverage. Training times and offerings shall be coordinated in advance with the COR and NASA organizational representative to meet office needs.

The Contractor shall give each new Contractor employee an orientation briefing prior to the employee reporting for duty at their workstation. This briefing shall include, but is not limited to:

Prohibited performance of personal services pursuant to FAR 37.104

Overview of NASA Headquarters and Center senior manager organizational charts

Basic administrative processes

Center workplace expectations

Professionalism

Security and safety

Privacy Act of 1974

Personally Identifiable Information (PII) and Sensitive Information

IT policy and procedures

Center resources

The Contractor shall meet quarterly with center/site civil servant administrative representatives to promote open lines of communication with the goals of ensuring consistency in procedures and standardizing practices across offices/locations; and sharing information and best practices throughout the secretarial/administrative community.

In accordance with DASS DRD 2, the Contractor shall develop and maintain a Government-approved “How to” Resource Guide which shall be a nonproprietary deliverable to the government. This guide should be consistent with and provide links to the center or site-specific guidance. This guide should include, but is not limited to:

Important phone numbers and points of contact.

Correspondence and documentation procedures

Travel process/procedures

Time and attendance

Ordering supplies

Records management

Center available resources

2.6 Mission Related Travel

The Contractor shall provide organizational related travel for Contractor employees as required in accordance with the U.S. General Services Administration Federal Travel Regulations. The travel may be for, but not limited to, administrative support for conferences, meetings, mission related activities, and other activities based on specific organizational requirements. Travel will consist of airfare, rental car when required, lodging, meals, and other incidentals (gas, tips, phone calls, parking, tolls, baggage claims, hotel safe charges, etc.) as allowed. The Contractor shall provide its proposed travel arrangements and itemized cost estimate for assessment of reasonability to the COR. A task order shall authorize the travel when approved. The Contractor shall keep records of all travel expenses. The travel charges shall be submitted by the Contractor on the next month’s invoice.

3.0 General Office Services

3.0.1 Telephone Services

Contractor personnel shall provide internal customer service and quality customer service to NASA external customers. Contractor personnel shall identify themselves as a contractor when answering incoming phone calls. Contractor personnel shall answer incoming phone calls with speed, skill, accuracy, and composure to determine the nature of the call and transfer the call to the appropriate individual. If required, screen telephone calls and if appropriate, personally respond to requests for information or determine which request should be handled by the appropriate NASA organizational representative. Contractor personnel shall efficiently and respectfully gather caller information and take messages (including the name, organization, phone number, and any other information pertinent to the phone call) when individuals are unavailable or out of the office. Contractor personnel shall place phone calls or look up phone numbers, when appropriate. Contractor personnel shall not leave the office telephones unattended. Contractor personnel shall arrange for phone coverage when away from the office during core business hours (8 a.m. – 4:30 p.m.). On flexible Fridays, phone coverage is not mandatory unless it is required to meet organizational needs.

3.0.2 Appointment and Schedule Services

Contractor personnel shall schedule appointments and maintain calendars for appropriate office individuals, making final schedule commitments based on knowledge of standard meetings of the organization, current calendar activities, and priorities.

Contractor personnel shall provide error-free scheduling services utilizing MS Outlook or other applications selected by NASA organizations for multiple individuals, coordinating with multiple offices and other Centers as required.

3.0.3 Visitor Services

Contractor personnel shall receive, greet, and screen visitors in a courteous and professional manner. Contractor personnel shall determine the nature and purpose of the visit and refer the visitor to the appropriate individual. Visitors will be escorted from the initial greeting place to their end destination. Contractor personnel shall be familiar with the location of the center security/post for visitor badges. Contractor personnel shall prepare required documents for foreign national visitors or official visitors, obtain appropriate approvals and submit in a timely manner prior to the visit in accordance with NPR 1600.1A, NASA Protective Services Program Requirements. Contractor personnel shall maintain records of the documentation as required by center policy and procedures. Contractor personnel shall maintain a log and issue Escort Required Visitor Badges in accordance with center and organizational specific policy regarding their use for Center access as required.

3.0.4 Meeting Services, Teleconferencing Services, and Scheduling Conference Rooms

Contractor personnel shall schedule and maintain assigned conference room(s) ensuring that all necessary equipment (projectors, multimedia equipment) is available, in working condition, and set up for each meeting or conference. After meeting completion, Contractor personnel shall inspect the conference room to ensure it is clean and all furniture and equipment is ready for use by the next scheduled user. For each assigned conference room, the Contractor personnel shall maintain an error-free calendar of scheduled events annotating the point of contact and telephone number. Additionally, the Contractor personnel shall provide onsite and offsite meeting services. Meeting services will include scheduling (or rescheduling)/coordinating with all parties invited to the meeting and scheduling teleconferencing services and conference room services. In the event an invited party cannot participate, the Contractor personnel shall ascertain the reasons why and report the reasons to the conference requester. Contractor personnel shall provide follow-up reminders to the invited parties the day of the meeting if requested by the meeting organizer. Teleconferencing services will include all scheduling/coordination with the Center communications coordinator or other specified party, and notification to participants. When Contractor personnel is requested to schedule a Video Teleconference (ViTS), they shall coordinate the ViTS through the Center ViTS coordinator and notify participants. If required, the Contractor personnel shall keep current and accurate conference logs and minutes of the meetings.

Contractor personnel shall follow Center export control meeting guidelines to prepare the required paperwork in coordination with their organizational Export Control Officer if foreign national attendees are to attend the meeting or teleconference.

NASA requires the management of multiple conference facilities across the site. The designated staff will perform the duties above, as well as coordination with movers to ensure tables, chairs, etc. are arranged as requested, cafeteria and other key stakeholders. Contractor personnel shall support special events as required, with miscellaneous duties, including collection of tickets from attendees, greeting guest, etc.

Contractor personnel will maintain the electronic gate signs and key personnel directories and trophy cases.

3.0.5 Mail Services/Information Dissemination

Contractor personnel shall receive, open, and distribute original or copies of mail (Center, U.S. Postal, express services, and other mail deliveries), packaged material, announcements, directives, facsimiles, letters, correspondence (hardcopy and electronic), and packages to the appropriate personnel or organization in a specified timeframe per specific guidelines of the requesting NASA organization. Distribution service may include delivery to any Center facility and other local facilities as required.

Contractor personnel shall prepare outgoing packaged materials for delivery per Center Mail Services Guides NASA organizational specific guidelines utilizing Center, U.S.

Postal, express service, and other mail delivery services. Contractor personnel shall carry the outgoing items to the appropriate distribution points by the specified timeframes to meet Center distribution deadlines. Contractor personnel may be required to pick up or deliver correspondence, documents, packages, or mail to Center facilities or other local facilities occupied by NASA personnel to meet organizational deadlines or requirements, as necessary. If distribution is to a foreign country or contains items that meet export control required criteria, Contractor personnel shall follow Center export control mailing guidelines to prepare the required paperwork in coordination with their organizational Export Control Officer, as required.

Contractor personnel shall disseminate additional information such as flyers, weather information, staff-meeting notices, announcements, safety notices, and other correspondence received for general distribution to office staff daily via bulletin boards or e-mail, in a specified timeframe.

3.0.6 Ordering Supplies

Contractor personnel shall survey office needs and order supplies to ensure that the office has sufficient stock to avoid work interruption per organizational requirements. All orders for additional supplies shall be in accordance with current Center policy, using appropriate Center forms and systems, the General Services Administration authorized office products catalog, the current Center Store Stock Databases, or other authorized catalogs.

3.0.7 Copying/Faxing/Scanning/Graphics/Photo Services

Contractor personnel shall photocopy, scan, and fax copies of materials as required.

When large volumes of copies are needed or special graphic services are required, Contractor personnel shall prepare printing or graphic work requests, obtain appropriate approvals as needed, and forward to printing or graphics for service completion. When photographic services are required, Contractor personnel shall prepare the photographic work request, obtain approval, and route the required documentation to the Photo Lab for service completion. Contractor personnel may be required to deliver work requests or pick up completed materials to meet organizational deadlines.

3.0.8 Records Management

The Contractor shall establish, review, and maintain office files/records in accordance with the NASA Policy Directive, Records Management NPD 1440.6H. The Contractor shall, in accordance with NASA regulations, prepare office files/records for archiving/retention as required by organizational needs and requirements, and coordinate with the Center Records Manager to have these records properly documented and shipped for retention and future use.

4.0 Data Management Services

4.0.1 Desktop Word Processing

Contractor personnel shall provide desktop word processing services to the office by preparing, creating, or converting letters, memoranda, presentation charts, forms, or other documentation using various applications and tools made available by the Center.

NASA organizations may provide draft input to Contractor personnel through paper or electronic means or it may come in the form of correspondence, directives, or regulations. The final product shall meet all grammatical, mechanical, and style conventions.

Contractor personnel shall prepare and process correspondence in accordance with NASA/Center requirements. Contractor personnel shall be familiar with the standards, style, processes, and procedures of the current version of the NPR 1450.10, NASA Correspondence Management and Communication Standards and Style and JPR 1450.10, the Center Supplement to NPR 1450.10. The final product shall meet the grammatical, mechanical, and style conventions based on the current edition of the NPR

1450.10 and JPR 1450.10, the Gregg Reference Manual, other approved reference material, and any guidance specific to organizational requirements, as appropriate.

Contractor personnel shall obtain appropriate signatures for documentation and prepare an appropriate data package to go with the documentation, as required. Contractor personnel may be required to deliver correspondence and/or documents to Center facilities or other local facilities occupied by NASA personnel for signature to meet organizational deadlines or requirements, as necessary.

Contractor personnel shall create, input data, and maintain authorized office tracking systems, electronic spreadsheets, and other office electronic systems, including Web-based documents. Contractor personnel shall maintain and provide content updates for office Web pages and applicable file storage mediums as required by the organization.

4.0.2 Data/Action/Tracking and Entry

In accordance with office protocol and meeting the organizational priorities, Contractor personnel shall maintain an electronic or hardcopy action log, or organizational specific database, that includes incoming and outgoing correspondence and actions assigned to the office. Contractor personnel shall disseminate pending action status to office staff.

Contractor personnel shall provide electronic access to the action item database for the office, as necessary. Contractor personnel shall maintain, track, report, collect and enter information from various databases to provide administrative support.

5.0 Travel Coordination

Contractor personnel shall prepare official domestic and international travel documentation using NASA’s Travel Manager System. This shall include preparation and processing of travel requests, travel authorizations or pre-travel request (as specified by the center), advance notification forms, export control forms, expense reports, itineraries, schedules, summaries, lodging reservations, visa and passport applications, reimbursable in-kind packages, and car rental reservations as well as any other items necessary for foreign or domestic travel.

Contractor personnel may also be required to schedule special aircraft as needed per Agency procedures. Also included are obtaining the required administrative approvals; coordination with or notification of companies, organizations, or officials to be visited; and updating the traveler as to the status of his/her travel arrangements. These will be accomplished by creating and updating a travel data package. Contractor personnel may be required to deliver the travel package to the traveler at any center facility or other local facilities occupied by NASA personnel to meet organizational deadlines or requirements, as necessary. Travel coordination shall be in accordance with the NASA and Federal Travel Regulations, FMM 9700, NASA Federal Travel Regulation Manual, and Center official passport and visa guidelines. Contractor personnel may be required to deliver or pick up visa applications, visas, passport applications or passports to center facilities or other local facilities occupied by NASA personnel to meet organizational deadlines or requirements, as necessary. Normally, travel authorizations or pre-travel request shall be completed within 2 workdays of notification of intent to travel. Travel expense reports shall be completed or submitted within 2 workdays of receipt of expense documentation.

Contractor personnel shall maintain traveler files containing expense reports and receipts for all trips in accordance with NASA regulations and organizational requirements. If requested, Contractor personnel shall support the organization’s staff with travel budget activities including maintaining databases, data entry, tracking budget allocations by WBS fund codes, expenditures, and projected expenditures. Contractor personnel will be responsible for verifying accuracy of financial or transactional data and compiling data or documentation for review and approval. Contractor personnel will work collaboratively with the various stakeholders performing or supporting this requirement, this includes but is not limited to travelers, managers/supervisors, Centralized Travel Office staff and NASA finance staff.

6.0 Time and Labor Collection

Contractor personnel shall monitor and report time and labor data for completeness. Contractor personnel will notify civil servants (CS) supervisors and employees of action due dates and track through to completion. Contractor personnel does not verify or certify CS employee’s time.

7.0 Property Coordination

Contractor personnel shall track and record property records and inform Center Operations Directorate (COD) personnel of any property or equipment, including furniture that needs to be moved, obtained, replaced, repaired, or returned to the warehouse in accordance with the current version of the Center property regulations, NPR 4200.1, NASA Equipment Management Procedural Requirements. Contractor personnel shall follow-up on requests with COD to ensure all required information has been furnished and that all property is moved, obtained, replaced, repaired, or returned to the warehouse. Contractor personnel shall status the property custodian as required.

8.0 Move Coordination

Contractor personnel shall prepare the proper paperwork for physical moves of office furniture and information technology (IT) equipment using the Center move request procedures published by COD and the IT procedures published by the Information Resources Directorate (IRD). Contractor personnel shall coordinate office moves with the appropriate COD personnel and affected office individuals, ensuring effective communication. Contractor personnel shall ensure that appropriate move supplies, such as boxes, are provided to the affected office individuals and that NASA mail codes/locations/e-mail addresses are updated for those individuals. Additionally, Contractor personnel shall prepare the proper paperwork for office modifications in accordance with Center move regulations, as required. Contractor personnel shall monitor the progress of the move or office modification, ensure the move or office modifications are completed, and status the NASA organizational representative on the progress.

9.0 Training Coordination

Contractor personnel shall coordinate the supported organization’s employee development and training program by disseminating NASA training information, providing training submission deadline notices, distributing training announcements, logistical setup for classes, and assisting NASA employees in enrolling in training courses using SATERN (System for Administration, Training, and Educational Resources for NASA) or other NASA specified training systems, as required. SATERN is the current electronic system utilized by NASA for on-line training and enrolling in onsite and offsite training courses.

10.0 Information Services Coordination

Contractor personnel shall assist the organization in obtaining Center information services by processing routine information services requests for changes, moves, and updates for telephone equipment and information technology equipment using the applicable Center service systems. The NASA IT organizational representative will provide system user information.

11.0 Customer Service

Contractor personnel shall function as an integral team member within the administrative support team and with other members of their assigned organization. The Contractor is required and shall maintain a professional, courteous working relationship with all civil servants (CS) and Contractor support personnel team members to maintain a collaborative, cohesive work environment. The Contractor shall address the needs of all customers within the scope of the SOW in an effective and efficient manner. The Contractor shall train their employees to recognize and report requests for personal services.

12.0 Special Events Coordination

Contractor personnel shall assist in coordination efforts for NASA-sponsored special events such as, but not limited to, office activities, annual inspections, Safety and Health Day, Combined Federal Campaign (excluding funds collection), and mission-related activities by performing work such as making signs and posters, obtaining badges, and providing other basic administrative services excluding NASA employee benefits information or funds collection.

13.0 Miscellaneous Activities

Contractor personnel shall provide assistance to the NASA organization representative in a variety of official activities related but not limited to Fire Warden, Voluntary Protection Plan, or additional support to specific Center activities or organization sponsored functions.

14.0 Reporting Requirements

The contractor should develop, maintain and ensure deliverables are accurate and timely in accordance with Section 4.3 Data Requirements List and Section 4.4 Data Requirements Documents of the contract.