4_80SSC024R0001-0002_MCASS_Section_4_Attachments.pdf

80SSC024R0001-0002 RFP Section 4 Attachments

SECTION 4-CONTRACT DOCUMENTS, EXHIBITS OR ATTACHMENTS

The following attachments are hereby incorporated into this contract in their entirety, made a part hereto, and shall apply in the performance of this contract:

Attachment Title Pgs.

4.1 Multi-Center Administrative Support Services (MCASS) Performance Work Statement 35

(PWS)

4.1.1 Multi-Center Administrative Support Services (MCASS) Annex 18

4.2 Performance Requirements Summary 7

4.3 Data Requirements List (DRL) 7

4.4 Data Requirements Documents (DRDs)

ORD 001 -OCI Plan 2 ORD 002 - Diversity, Equity, and Inclusion Plan 2 ORD 003 - Safety and Health Plan 4

ORD 004 -How to Resource Guides 2 ORD 005 -Monthly Management Report 2 ORD 006-Task Order Staffing Summary 2 ORD 007 -Wage/Salary and Fringe Benefit Data 2 ORD 008 -Reprocurement Data Package 2 ORD 009 -Phase-In Plan 2 ORD 010 - IT Security Management Plan (Government Furnished Services) 2 ORD 011 - Mishap and Safety Statistics Report 2 ORD 012- KSC Bimonthly Activity Report for KSC Organization 2 ORD 013 - KSC Professional Support Team (PST) 2 ORD 014-KSC Resource Data Package 2 ORD 015-KSC Workforce Report 1 ORD 016-KSC Invoicing Instructions 2

4.5 Wage Determination for Stennis Space Center (SSC) WD: 2015-5147 14

4.6 Wage Determination for Johnson Space Center (JSC) WD: 2015-5233 14

4.7 Wage Determination for White Sands Test Facility (WSTF) WD: 2015-5447 14

4.8 Wage Determination for Michoud Assembly Facility (MAF) WD: 2015-5189 14

4.9 Wage Determination for Marshall Space Flight Center (MSFC) WD: 2015-4603 14

4.10 Wage Determination for Kennedy Space Center (KSC) WD: 2015-4555 14

4.11 Standard Labor Categories (SLC) Job Description Guidelines 9

4.12 Glossarv 2

4.13 Installation-Accountable Government Property Attachment 1

4.14 Personal Identity Verification (PIV) of Contractor Personnel 1

4.15 Fully Burdened Rates IDIQ Pricing Table (provided separately as a Microsoft Excel Document) 1

4.16 Safety and Health Plan (To Be Proposed by Offeror) 1

4.17 Management Plan (To Be Proposed by Offeror) 2

4.18 Phase-In Plan (To Be Proposed by Offeror) 1

4.19 Reference Documents 3

4.20 Historical Data/Equivalent Rates 2

4.21 KSC GFS POC List B

80SSC024R0001-0002

MULTI-CENTER ADMINISTRATIVE SUPPORT SERVICES

(MCASS)

PERFORMANCE WORK STATEMENT

(PWS)

80SSC024R0001-0002 MCASS PWS Attachment 4.1

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MCASS PWS Table of Contents Page

1.0 GENERAL INFORMATION / INTRODUCTION 3

1.1 Products and Services Descriptions 4

1.2 Performance Requirements 4

1.3 Technical Direction 4

2.0 MANAGEMENT AND ADMINISTRATION 5

2.1 Contract and Program Management 5

2.2 Task Orders and MCASS Service Requests 7

2.3 Telework 9

2.4 Safety and Health 10

2.5 Process Management 10

2.6 Training Management 10

2.7 Mission Related Travel 12

2.8 Collaboration Products, Applications, and Tools 12

2.9 Flexible Work Schedule 13

3.0 GENERAL OFFICE SERVICES 13

3.1 Telephone Services 13

3.2 Appointment and Schedule Services 14

3.3 Visitor Services 14

3.4 Meeting Services, Teleconferencing Services, and Scheduling Conference

Rooms

3.4.1 Scheduling and Maintaining Conference Rooms 15

3.4.2 Management of Conference Facilities 15

3.4.3 Meeting Preparation and Recording Duties 16

3.5 Mail Services/Information Dissemination 17

3.6 Ordering Supplies 17

3.7 Copying/Faxing/Scanning/Graphics/Photo Services 18

3.8 Records Management 18

4.0 DATA MANAGEMENT SERVICES 19

4.1 Correspondence and Desktop Word Processing 19

4.2 Data/Action/Tracking and Entry 21

5.0 TRAVEL COORDINATION 2121

6.0 TIME AND LABOR COLLECTION 23

7.0 PROPERTY COORDINATION 23

8.0 MOVE COORDINATION 24

8.1 Directorate Facilities Utilization Manager (DFUM)/Alternate (ADFUM) Support 24

8.1.1 Physical Demands: 24

8.1.2 Future Space Requirements 25

9.0 TRAINING COORDINATION 26

10.0 INFORMATION SERVICES COORDINATION 26

11.0 CUSTOMER SERVICE 27

12.0 SPECIAL EVENTS COORDINATION 28

12.1 Tours, Events, and NASA Employee Resource Group Functions 28

12.2 NASA-Sponsored Special Events 28

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MCASS PWS Table of Contents Page

13.0 MISCELLANEOUS ACTIVITIES 28

13.1 Key Control 28

13.2 Badging and Area Access Permits 29

13.3 Other Miscellaneous Activities 29

14.0 REPORTING REQUIREMENTS 29

15.0 SPECIAL REQUIREMENTS FOR SERVICE CONTRACTS 29

16.0 JOHNSON SPACE CENTER (JSC) SPECIFIC REQUIREMENTS 30

17.0 KENNEDY SPACE CENTER (KSC) SPECIFIC REQUIREMENTS 30

17.1 KSC Specific Processes 30

17.1.1 KSC Training Process 30

17.1.2 KSC Travel Process 31

17.1.3 KSC Overtime Request Process 32

17.1.4 KSC Material Request Process 32

17.1.5 KSC Task Order and MCASS Service Request Authorization 33

17.2 KSC Contractor Internal Reassignments 33

17.3 KSC On-Call Support 33

17.4 KSC Credit Proposals 34

17.5 KSC Vehicle Usage 34

17.6 KSC Launch Services 35

17.7 KSC Professional Support Team (PST) 35

17.8 KSC Awards Budgets 35

17.9 KSC Specific DRDs 35

17.10 Administratively Exempt Positions 35

18.0 MARSHALL SPACE FLIGHT CENTER (MSFC) SPECIFIC REQUIREMENTS 35

19.0 STENNIS SPACE CENTER (SSC) SPECIFIC REQUIREMENTS 35

1.0 GENERAL INFORMATION / INTRODUCTION

(1) This Performance Work Statement (PWS) describes the products and services to be provided by the Contractor to the National Aeronautics and Space Administration (NASA) at the Government’s sites, defined as:

• Stennis Space Center (SSC) in Mississippi

• Johnson Space Center (JSC) in Texas and Government-maintained facilities in the immediate JSC area (including the Sonny Carter Training Facility and Ellington Field)

• White Sands Test Facility (WSTF) in New Mexico

• Kennedy Space Center (KSC) in Florida

• Marshall Space Flight Center (MSFC) in Alabama

• Michoud Assembly Facility (MAF) in Louisiana

The Contractor shall provide support in the event services are required at other NASA Centers, operating locations, or alternate work locations. The Government

4.1 - 4 of 35 and the Contractor shall negotiate and establish the Fully Burdened Labor Rate (FBLR) for each supported location.

(2) The Contractor shall be responsible for the overall successful performance of the

Multi-Center Administrative Support Services II (MCASS) contract and provide all necessary resources to meet contract requirements.

(3) All work completed under this contract shall comply with requirements contained in the applicable documents delineated in Section 4, Attachment 4.19, MCASS Reference Documents. The release of new revisions of applicable and reference documents during the performance of the contract will supersede those defined in Attachment 4.19 at the start of the contract.

1.1 Products and Services Descriptions

The products and services required are described under Sections 3.0 through 19.0 of this PWS.

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, MCASS Performance Requirements Summary and the Management Plan included in Attachment 4.17 (to be proposed by offeror). The Government expects the Contractor to perform in an “Exceptional” manner, defined as exemplary performance that meets contractual requirements and exceeds many to the Government’s benefit while being accomplished in a timely, efficient, and economical manner, with very minor, if any, deficiencies resulting in no adverse effect on overall performance.

1.3 Technical Direction

(1) Performance of work is subject to the written technical direction of the Contracting Officer’s Representative (COR), who shall be specifically appointed by the Contracting Officer in writing in accordance with NASA FAR Supplement 1801.602.

“Technical Direction” means a directive to the Contractor that approves approaches, solutions, designs, or refinements; fills in details or otherwise completes the general description of work or documentation items; shifts emphasis among work areas or tasks; or furnishes similar instruction to the Contractor. Technical direction includes requiring studies and pursuit of certain lines of inquiry regarding matters within the general tasks and requirements of the PWS.

(2) The COR may not issue any instruction purporting to be technical direction that:

• Constitutes an assignment of additional work outside the scope of the PWS

• Constitutes a change to the applicable contract

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• Constitutes a basis for any increase or decrease in the total price of the contract, or task order, or the time required for contract performance

• Changes any of the expressed terms, conditions, or specifications of the contract, or task order

• Interferes with the Contractor’s rights to perform the terms and conditions of the contract

(3) The Contractor shall proceed promptly with the performance of technical direction duly issued by the COR in the manner prescribed herein and within the COR’s authority. If, in the Contractor’s opinion, any instruction or direction by the COR falls within any of the categories defined in paragraph (2) of this PWS section, the Contractor shall not proceed and instead shall notify the Contracting Officer in writing within 3 business days after receiving it and shall request the Contracting Officer take action as described herein. Upon receiving such notification, the Contracting Officer shall either issue an appropriate contract modification within a reasonable time or advise the Contractor in writing within 30 calendar days that the instruction or direction is:

• Rescinded in its entirety

• Within the requirements of the contract and does not constitute a change under the contract or task order as applicable, and that the Contractor should proceed promptly with its performance

(4) Any action(s) taken by the Contractor in response to any direction given by any person other than the Contracting Officer or the COR shall be at the Contractor’s risk.

2.0 MANAGEMENT AND ADMINISTRATION

2.1 Contract and Program Management

(1) 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.

(2) The Contractor is expected to take all steps to ensure a seamless transition between employees.

(3) Contractor management responsibilities include managing workforce across multiple organizations and multiple geographic locations, with center specific Program Management Offices (PMOs) as identified in Attachment 4.17 Management Plan, while ensuring customer requirements are met.

This includes:

• Providing continuity of administrative support services when there is an absence of fulltime or part-time employees as specified by customer

4.1 - 6 of 35 requirements. This shall include providing cross utilization for personnel for phone coverage, calendar maintenance, and other miscellaneous temporary coverage as applicable.

• Human resources matters relating to Contractors, performance management, training, mentoring, recruiting, and ensuring timely and effective communication with the NASA MCASS contract management team, which includes the Contracting Officer(s) (COs) and the Contracting Officer Representative(s) (CORs).

• Program Management Office (PMO) functions shall include, but are not limited to, the Program Manager having local autonomy, to include management, contractual (signing and executing task orders and/or task order modifications), task order proposals, requests for equitable adjustments specific to the respective center, implementing corporate policies, posting job announcements, filling vacancies (interviewing and hiring), providing self-assessments on center support and signing CPARS, addressing contractor employee personnel matters (including performance improvement plans and terminations), and handling all employment matters relating to Contractor training their employees to recognize and report requests for personal services and ensuring 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.

(4) The Contractor PMO and personnel 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.

(5) The Contractor shall meet at a minimum, biannually, with customers to promote open lines of communication and to gauge the quality of support customers are receiving.

(6) The Contractor shall submit pricing rate proposals within 30 calendar days (4 weeks) after receiving executed contract modifications incorporating any new Service Contract Labor Standards (SCLS), formerly the Service Contract Act (SCA) Wage Determinations (WD), into the contract.

(7) The Contractor may be required to provide priority services that may also require reprioritization of an organization’s Clerical Service Requests.

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• In the event of a conflict, prioritization of Clerical Service Requests shall be resolved by the designated Technical Monitor Representative (TMR) and/or the initiating customer.

(8) 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 MCASS task orders.

(9) The Contractor shall support the days and times requested for coverage in the

Service Request, or equivalent means, per customer request, to meet fluctuating customer requirements, not to exceed a 40-hour workweek, unless an alternative schedule or overtime has been authorized.

(10) Each Service Request, or equivalent information, 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 flexible scheduling that includes services provided outside normal business hours (evenings, weekends, and holidays) and/or overtime in order to support dynamic events and schedules.

(11) 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 Orders and MCASS Service Requests

(1) 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.

(2) All work shall be described on a Service Request (SR) Form, or through equivalent means, provided by NASA and shall specify requirements, describe the work to be done, and indicate schedules, skills required, and any additional details.

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i. The Contractor shall maintain and track the status of all MCASS Service

Requests and provide a complete accounting to the COR on a weekly basis until fulfillment of the Service Request is complete.

ii. 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 (DOL) guidance found in the DOL Directory of Occupations (Latest version or release). The government reserves the right to negotiate proposed labor categories. The government will only approve proposed labor categories via issuance of the Task Order or Task Order Modification.

(3) For permanent positions (new requirements), the Contractor shall begin services within 20 workdays (4 weeks) from issuance of the Task Order.

(4) Vacancies of existing permanent positions (also known as backfills) shall be filled within 15 workdays (3 weeks) of when the Contractor receives notice of a Contractor employee resignation.

(5) In the case of internal contractor reassignments, the Contractor will provide a minimum of 10 workdays (2 weeks) notice to the COR when a contractor employee reassignment results from a contractor action. (See sections 5.0 through 8.0 for additional, center specific requirements.)

(6) 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.

(7) For temporary administrative support, the Contractor shall begin services within

10 workdays (2 weeks) of receipt of the Task Order, unless a later start date is requested by NASA or agreement has been reached with the Center CO or Center COR for a later start date.

(8) All documentation and files created by the Contractor 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.

(9) Contractor personnel may be authorized to work remotely, via telework, on a situational, temporary, or permanent basis as determined for each customer’s unique requirements.

(10) The Contractor PMO shall be responsible for coordinating with the NASA Customer to ensure computer and phone equipment is obtained for new hires, as

4.1 - 9 of 35 well as coordination of work location (coordination will occur between PMO and Customer). Additionally, the PMO shall be responsible for coordinating release dates between customers when contractor personnel transfer between customers and providing revised remote work agreements associated with the change.

2.3 Telework

Contractor personnel may be authorized to work remotely, via telework, on a situational, temporary, or permanent basis. Each Contractor employee authorized to telework shall comply with all of the following conditions:

(1) Telework shall be at no additional cost to the Government.

(2) Perform services under this PWS as a teleworker and understand that the teleworking arrangement is a work alternative.

(3) Unless the Government is under mandatory telework requirements and no exceptions are made for the contractor personnel to return to site, then telework is required to be approved by the customer, Technical Monitor Representative (TMR), and the Contracting Officer Representative (COR) prior to beginning a telework assignment.

(4) Retain the same duties, obligations, and responsibilities without change throughout the telework schedule including answering the telephone (through Jabber), calls and messages through Microsoft Teams, and email messages.

(5) Develop an effective communications strategy with the MCASS Program

Manager and work group, including required meetings held and follow that approved strategy throughout the telework schedule.

(6) Designate the Contractor employee’s home or some other alternate work location as the Contractor employee’s official telework location, subject to approval by the MCASS Program Manager.

(7) Acknowledge that teleworking is not an entitlement and may be terminated by the

COR or the MCASS Program Manager at any time.

(8) Return any Government-furnished telework equipment, software, data, and supplies upon termination of the telework assignment or upon separation from the MCASS contract for any reason.

(9) Immediately notify the MCASS Program Manager of any equipment malfunction and the impact of the malfunction upon the teleworker’s ability to continue the telework assignment; and obtain instructions from the Program Manager about working at another alternate work location.

(10) Be responsible for the maintenance and repair of all the teleworker’s personal property, and for maintaining appropriate insurance coverage against loss or theft for all Government-furnished equipment/supplies in the possession of the teleworker.

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(11) Acknowledge that all work products, including documents, reports, and data created as a result of the teleworker’s work-related activities are owned by the Government and shall be properly secured and returned to the Government as instructed by the MCASS Program Manager.

(12) Acknowledge receipt and compliance with the technology guidelines for securing equipment for telework assignments.

(13) Acknowledge receipt and compliance with Information, Physical Access, and Personal Identity Information (PII) Security provisions applicable to MCASS.

(14) Acknowledge that the Contractor employee’s approved telework location is considered an extension of the Contractor’s worksite.

2.4 Safety and Health

(1) 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 MCASS Data Requirement Description 3 (DRD-03).

(2) 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 shall develop and implement a safety and health program in accordance with a NASA approved safety and health plan.

(3) 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.

2.5 Process Management

The Contractor shall follow Contractor-developed processes proposed as part of the Management Plan in Attachment 4.17 (to be proposed by offeror) in delivering high quality products and services under the MCASS contract.

2.6 Training Management

(1) The Contractor shall be responsible for training its employees and ensuring employees achieve proficiency in the requirements contained in this PWS appropriate to their responsibilities and skill levels.

(2) NASA is only authorized to approve NASA specific training relevant to the function being performed under MCASS. NASA is not legally authorized to approve “soft skills” training to be paid for under the task order, otherwise NASA would be violating the anti-deficiency act because Congress has not appropriated NASA funding for the purpose of training contractors.

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(3) The Contractor is responsible for ensuring all its employees meet the minimum requirements in all areas of the PWS 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.

(4) 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.

(5) 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. 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.

(6) 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.

(7) The Contractor shall give each new 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

(8) In accordance with MCASS DRD-04, the Contractor shall develop, update, utilize, and maintain a Government approved “How to” Resource Guide or other procedural guides and related documentation that describe how the work under

4.1 - 12 of 35 the task order is to be performed. These guides shall be a nonproprietary deliverable to the government. The guide should be consistent with and provide links to the center, site-specific, or customer specific guidance. The contractor shall maintain these guides/procedures for currency through the life of the contract. The guide should include, but is not limited to:

• Table of Contents for ease of searching topics

• Definitions of procedures and processes

• How to access shared information

• Important dates and deadlines

• Important phone numbers and points of contact.

• Correspondence and documentation procedures

• Travel process/procedures

• Time and attendance

• Ordering supplies

• Records management

• Center available resources

• Task grid which lists the major activities of the position and how frequently each task is performed

• Key Processes o Break down major tasks into smaller steps.

o If time sensitive, include those dates/times (e.g., weekly, monthly, quarterly, etc.)

• Flowcharts and screenshots:

o If the process is complicated, include a visual flow chart of the steps o If a specific computer process is being described, include screen shots and instructions for each step

• Glossary of acronyms

2.7 Mission Related Travel

The Contractor shall provide organizational related travel for Contractor employees as required in accordance with the U.S. General Services Administration (GSA) Federal Travel Regulations (FTR). 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.

2.8 Collaboration Products, Applications, and Tools

The Contractor may be required to prepare briefing charts, other presentation materials, or documents or desktop word processing services. Contractor personnel, applicable and as needed by their customer, shall be knowledgeable of and remain proficient in software execution of various applications and tools made available by the Center, including but not

4.1 - 13 of 35 limited to Office Products, Tools, and collaboration products, such as Microsoft (MS), including but not limited to:

• Cisco Jabber

• Outlook

• Excel

• Word

• PowerPoint

• O365 profiles

• Teams

• SharePoint (i.e., including creation of custom lists, cascading drop down menus, subsites, databases, and mail merges)

2.9 Flexible Work Schedule

Contractor shall maintain flexible work schedules to include night or daytime hours, weekends, holidays, and/or overtime in order to support the customer’s dynamic events and schedule.

3.0 GENERAL OFFICE SERVICES

3.1 Telephone Services

(1) Contractor personnel shall provide quality internal customer service as well as quality customer service to NASA external customers.

(2) Contractor personnel shall identify themselves as a contractor when answering incoming phone calls, in accordance with PWS Section 19, paragraph (3), page 30.

(3) 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.

(4) 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.

(5) 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.

(6) Contractor personnel shall place phone calls or look up phone numbers, when appropriate. Contractor personnel shall not leave the office telephones unattended.

(7) Contractor personnel shall arrange for phone coverage when away from the office during the core business hours defined by their respective customer (if undefined, then 8 a.m. – 4:30 p.m.).

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(8) On flexible Fridays, phone coverage is not mandatory unless it is required to meet organizational needs.

3.2 Appointment and Schedule Services

(1) 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.

(2) 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.

3.3 Visitor Services

(1) Contractor personnel shall receive, greet, and screen visitors in a courteous and professional manner.

(2) Contractor personnel shall determine the nature and purpose of the visit and refer the visitor to the appropriate personnel in a courteous and professional manner.

(3) Visitors will be escorted from the initial greeting place to their end destination.

(4) The Contractor shall be familiar with the applicable center badging process.

Badging and Area Access Permits is located in PWS 17.2, page 33.

(5) Contractor personnel shall be familiar with the location of the center security/post for visitor badges.

(6) 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 NASA Procedural Requirement (NPR) 1600.1A, NASA Protective Services Program Requirements.

(7) Contractor personnel shall maintain records of the documentation for foreign national visitors or official visitors as required by center policy and procedures.

(8) 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.

(9) Assist office personnel with hoteling, transient, and visitor needs, including booking space reservations and finding logistical accommodations on center.

(10) Perform full performance of visitor and guest badging. (Reference PWS Section

17.2 Badging and Area Access Permits, page 33 for KSC specific process).

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3.4 Meeting Services, Teleconferencing Services, and Scheduling Conference Rooms

3.4.1 Scheduling and Maintaining Conference Rooms

(1) Contractor personnel shall schedule and maintain assigned conference room(s) ensuring all necessary equipment (projectors, multimedia equipment) is available, in working condition, and set up for each meeting or conference.

(2) After meeting completion, Contractor personnel shall inspect the conference room to ensure all sensitive materials have been disposed of properly, ensure it is clean and all furniture and equipment is ready for use by the next scheduled user, and arrange for the return of equipment and materials, as appropriate.

(3) 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.

(4) The Contractor personnel shall provide onsite and offsite meeting services.

(5) 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.

(6) Contractor personnel shall provide follow-up reminders to the invited parties the day of the meeting if requested by the meeting organizer.

(7) Contractor personnel as requested, shall schedule a Video Teleconference (ViTS), and coordinate the ViTS through the Center ViTS coordinator and notify participants.

(8) If required, the Contractor personnel shall keep current and accurate conference logs and minutes of the meetings.

(9) 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.

3.4.2 Management of Conference Facilities

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(1) NASA requires the management of multiple conference facilities across the site.

(2) The designated staff will perform the duties above, as well as:

• coordinate with movers to ensure tables, chairs, etc. are arranged as requested;

• Coordinate with the cafeteria (or other food service providers) as requested;

• Ensure IT capabilities are prepared and available, as requested;

• Coordinate with any other key stakeholders, as needed.

(3) Contractor personnel shall support special events as required, with miscellaneous duties, including collection of tickets from attendees, greeting guests, etc.

3.4.3 Meeting Preparation and Recording Duties

(1) Coordinate the formal presentation including arranging the time and place of the presentation, assuring proper attendance, and distributing presentation material.

(2) Establish timelines and communicate agenda to all presenters ensuring their material is the appropriate length and content for the meeting.

(3) Support the customer(s) in meetings and communications with stakeholders

(4) Prepare, record, write, manage meeting agendas, presentations, materials, minutes, recording and summarizing discussions along with any decisions, actions, or datas (with rationale), spelling out all acronyms, which may include contracting/ procurement terminology, capture/track actions, distribute copies to participants who are expected to take action as a result of proceedings, conferences, including engineering, scientific, and legal terminology.

(5) Assist in the preparation and assembly of meeting/reported findings and presentation charts and arranging for reproduction and distribution when necessary.

(6) Arrange for preparation, reproduction, control, and distribution of material for the meeting and for the organization as required.

(7) Obtain biographical data for speaker introductions.

(8) Contractor personnel shall:

• Document assigned actions.

• Track the progress of activities discussed.

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• Disseminate assigned actions as directed or required.

• Maintain awareness of action items and activities in which assigned personnel are involved, reminding them of commitments or necessary action as required.

• Follow-up on action items assigned to ensure no delays in schedule occur.

3.5 Mail Services/Information Dissemination

(1) Contractor personnel shall pickup, 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.

(2) Contractor personnel shall review incoming correspondence and other documents (whether hardcopy or electronic) delivered to the organization and forward same to the appropriate support staff, NASA personnel, division, office, and appropriate recipient as applicable.

(3) Distribution service may include delivery to any Center facility and other local facilities as required.

(4) 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.

(5) Contractor personnel shall carry the outgoing items to the appropriate distribution points by the specified timeframes to meet Center distribution deadlines.

(6) 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

(7) 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.

(8) 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.

(9) In accordance with office protocol, the Contractor shall maintain an electronic or hardcopy log that includes incoming/outgoing correspondence and disseminated information.

3.6 Ordering Supplies

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(1) The Contractor shall perform daily office maintenance, i.e., replenish supplies on desks, refill paper in printers, ensure documents are secure at end of day, etc.

(2) Contractor personnel shall survey office needs and order supplies, materials, and equipment to ensure that the office/organization has sufficient stock to avoid work interruption per organizational requirements.

(3) All orders for 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, and shall require prior email approval by NASA Management.

3.7 Copying/Faxing/Scanning/Graphics/Photo Services

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

(2) This service includes finding fax numbers and assembling data packages.

(3) 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.

(4) 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.

(5) Contractor personnel may be required to deliver work requests or pick up completed materials to meet organizational deadlines.

3.8 Records Management

(1) The Contractor shall establish, review, maintain and archive office files/records in accordance with the NASA Policy Directive (NPD), Records Management NPD

1440.6 (current version), NASA Procedural Requirement (NPR) 1441.1, NASA Records Management Program Requirements, NASA Records Retention Schedules (NRRS) 1441.1(current version), and Center policy.

• In those instances where no filing/record system exists, the Contractor shall work with their respective customer to determine, implement, and maintain a records system most conducive for the prompt retrieval of records, considering the type of materials, flow/processes, and extent of use.

(2) 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. This includes any required subscriptions or periodicals.

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(3) Record Management and Documentation Support

• Assist in page and document counts as required by the organization.

• Review documents and packages for completeness and compliance with the organization’s needs.

• Assemble files. Include index and all relevant documents, and other files as directed by the organization.

• Arrange for the disposal of sensitive materials as needed by the organization.

• Maintain configuration control, proficiency in presentation and records electronic tracking sites of the organization’s documents.

• Maintain data that feeds into internal metrics and systems and update metrics monthly or as required by the customer.

(4) Electronic Records Management

• Records may be hard copy or electronic, including but not limited to SharePoint, TechDoc, or other applicable record repositories or documentation systems.

• Create, modify, monitor, update and upkeep permission group structures, custom libraries and lists, access control groups, documentation folders and subfolders, and protocols in SharePoint, TechDoc, or other applicable electronic systems.

• Identify process improvements and efficiency gains within the existing

SharePoint (or other repository) architecture.

• Provide procedural guidance for electronic records repositories including but not limited to hierarchy, version control, maintaining document integrity, document version restoration, limitations, and coordinating information services for investigating, resolving, and repairing electronic files.

• Contractor personnel may be assigned role of Records Manager or

Techdoc Librarian.

4.0 DATA MANAGEMENT SERVICES

4.1 Correspondence and Desktop Word Processing

(1) Contractor personnel shall provide desktop word processing services to the office by preparing, creating, reviewing, revising, canceling, distributing correspondence, documents, test reports, technical writing, and presentation materials, and converting letters, memoranda, presentation charts, forms, or

4.1 - 20 of 35 other documentation using various applications and tools made available by the Center.

(2) 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.

(3) Contractor personnel shall prepare and process correspondence in accordance with NASA/Center requirements.

• The final product shall meet all grammatical, mechanical, and style conventions.

(4) Contractor personnel shall be familiar with the standards, style, processes, and procedures and documents shall align with the references bulleted below:

• NPR 1450.10, NASA Correspondence Management and Communication Standards and Style (current version).

• Appropriate Center Supplement to NPR 1450.10

• Gregg Reference Manual

• Other approved reference material, and any guidance specific to Center or organizational requirements, as appropriate.

(5) Contractor personnel shall obtain appropriate signatures for documentation and prepare an appropriate data package to go with the documentation, and route the package as required.

• This includes tracking the signature and processing of correspondence through completion.

• The contractor shall maintain configuration control of processed documents, to include confirming with the originator that intended content has been retained through the editing process.

• Review for 3rd party/proprietary data and Export Control (EC) or Sensitive

But Unclassified (SBU) / Controlled Unclassified Information (CUI) markings.

• Data Protection: Verify (via Procurement) proper non-disclosure clauses in place for support contractors prior to granting access, audit and update contract list as needed.

(6) 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

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(7) Contractor personnel shall create, input data, and maintain authorized office tracking systems, electronic spreadsheets, and other office electronic systems, including Web based documents.

(8) Contractor personnel shall maintain and provide content updates for office Web pages and applicable file storage mediums as required by the organization.

(9) Additional responsibilities associated with desktop processing include:

• Ensure correct document type is used for the intended purpose.

• Manage and maintain document permissions (document security protocols).

• Summarize or prepare synopsis of lengthy documents, reports and correspondence and briefs staff on routine matters.

• Provide management with reports and other data for review and decision making.

4.2 Data/Action/Tracking and Entry

(1) 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.

(2) Contractor personnel shall disseminate pending action status to office staff, distribute actions to the appropriate division or individual, monitor progress, status NASA personnel, consolidate final input, close out actions, and notify the NASA customer concerning pending or late actions assigned to the office.

(3) Contractor personnel shall provide electronic access to the action item database for the office, as necessary.

(4) Contractor personnel shall maintain, track, report, collect and enter information from various databases or sources to provide administrative support.

• Contractor personnel shall use formal procedures to track the coordination of work performed both within and outside of the office and/or program/ organization and by organizations that support the office or that the office supports.

5.0 TRAVEL COORDINATION

(1) Contractor personnel shall prepare official domestic and international travel documentation using NASA’s Travel Manager System.

(2) This shall include preparation and processing of:

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• Travel requests

• Travel authorizations or pre-travel request (as specified by the center)

• Travel worksheets

• Travel estimation

• Advance notification forms

• Export control forms

• Expense reports

• Travel vouchers

• Itineraries

• Schedules

• Summaries

• Lodging reservations

• Visa and passport application

• Reimbursable in-kind packages

• Car rental reservations

• Security clearance

• Any other items necessary for foreign or domestic travel.

(3) Contractor personnel may also be required to schedule special aircraft as needed per Agency procedures.

(4) Also included are obtaining the:

• Required administrative approvals

• Coordination with or notification of companies, organizations, or officials to be visited.

• Updating the traveler as to the status of his/her travel arrangements.

These will be accomplished by creating and updating a travel data package.

(5) 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.

(6) Travel coordination shall be in accordance with the NASA and Federal Travel

Regulations (FTR), NASA Financial Management Manual (FMM) 9700, NASA Federal Travel Regulation Manual (NFTRS), and center official passport and visa guidelines.

(7) 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.

(8) Normally, travel authorizations or pre-travel request shall be completed within 2 workdays of notification of intent to travel.

(9) Travel expense reports shall be completed or submitted within 2 workdays of receipt of expense documentation.

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(10) Contractor personnel shall maintain traveler files containing expense reports and receipts for all trips in accordance with NASA regulations and organizational requirements.

(11) If requested, Contractor personnel shall support the organization’s staff with travel budget activities including maintaining databases, data entry, tracking budget allocations by Work Breakdown Structure (WBS) fund codes, expenditures, and projected expenditures.

This includes providing a monthly budget status to the office.

(12) Contractor personnel will be responsible for verifying accuracy of financial or transactional data and compiling data or documentation for review and approval.

(13) 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…