PWS - LEOSA Credentialing Program - Updated 9 Apr 26.pdf

CUI

PERFORMANCE WORK STATEMENT

for

Air Force Security Forces Center (AFSFC)

Law Enforcement Officers Safety Act (LEOSA) Credentialing Program

6 March 2026

1 GENERAL

1.1 Description of Services/Introduction

1.2 Background

1.3 Objectives

1.4 Scope

1.5 General Information

2 SPECIFIC TASKS

2.1 Application Website and Database

2.2 Initial Screening

2.3 Credential Production

2.4 Technical Requirements

2.5 Replacement of Credentials

2.6 Database Management

2.7 Program Outreach ...................................................................... Error! Bookmark not defined.

2.8 Customer Complaints

3 PERFROMANCE REQUIREMENTS SUMMARY/SERVICES SUMMARY

4 APPLICABLE PUBLICATIONS

1 GENERAL

This is an agreement to execute and implement the requirements of the Law Enforcement Officers Safety Act Credentials Program. The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government.

1.1 Description of Services/Introduction

The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items (except as specified elsewhere) necessary to perform verification and issuance of Law Enforcement Officers Safety Act credentials to qualified active, retired, and separated United States Air Force (USAF) personnel as defined in this Performance Work Statement (PWS). The Contractor shall perform to the standards in this agreement.

1.2 Background

The Law Enforcement Officers Safety Act (LEOSA) is a United States federal law, enacted in 2004, that allows two classes of persons—the "qualified law enforcement officer" and the "qualified retired/separated law enforcement officer"—to carry a concealed firearm in any jurisdiction in the United States, regardless of state or local laws, with certain exceptions.

The act was introduced during the 108th Congress as H.R. 218. and enacted as Public Law 108-277. The law was later amended by the Law Enforcement Officers Safety Act Improvements Act of 2010 (S. 1132, Public Law 111-272), and Section 1099C of the National Defense Authorization Act for Fiscal Year 2013 (H.R. 4310, Public Law 112-239). It is currently codified as 18 United States Code 926B and 926C.

Whether or not a person is privileged by the Law Enforcement Officer Safety Act (LEOSA) of 2004 and its amendments in 2010 and 2013 to carry a concealed firearm depends on whether or not he or she meets the federal definitions for either a "qualified law enforcement officer" or a "qualified retired/separated law enforcement officer." If a person meets the criteria, then "notwithstanding any other provision of the law of any State or any political subdivision thereof," he or she may carry a concealed firearm in that state or political Subdivision. As a result, an individual who qualifies under LEOSA does not require a state-issued permit to carry a concealed firearm. The privilege specifically does not extend to machine guns, destructive devices, or silencers.

Although LEOSA preempts state and local laws, there are two notable exceptions: (1) the laws of any State that permit private persons or entities to prohibit or restrict the possession of concealed firearms on their property (such as a bars, private clubs, amusement parks, etc.), or (2) prohibit or restrict the possession of firearms on any State or local government property, installation, building, base, or park.

Additionally, LEOSA does not override the federal Gun- Free School Zone Act (GFSZA) which prohibits carrying a firearm within 1,000 feet of elementary or secondary schools. Although the GFSZA authorizes on-duty law enforcement officers to carry firearms in such circumstances, off-duty and retired law enforcement officers are still restricted from doing so. Individuals must also obey any federal laws and agency policies that restrict the carrying of concealed firearms in certain federal buildings and lands, as well as federal regulations prohibiting the carriage of firearms on airplanes.

In 2013, LEOSA was again amended by the National Defense Authorization Act (NDAA) for Fiscal Year 2013, effective January 2, 2013, after President Obama signed Public Law 112-239 (H.R. 4310). Section 1089 of the NDAA contained language which further clarified that military police officers and civilian police officers employed by the U.S. Government unambiguously met the definitions in the original Act.

The definitions of "qualified active" and "qualified retired/separate" law enforcement officer include the term "police officers" and expanded the powers of arrest requirement definition to include those who have or had the authority to "apprehend" suspects under the Uniform Code of Military Justice.

It is the Governments’ responsibility to verify the eligibility of all applicants by screening them according to the LEOSA Program’s eligibility criteria, as defined in the most current versions of the relevant publications and guidelines. To ensure the Government is always referring to the most recent version of the qualifications, the following definitions should be referenced in the latest versions of the referenced publications:

In accordance with 18 U.S.C. 926B (Carrying of concealed firearms by qualified law enforcement officers), Department of Defense Instruction (DoDI) 5525.12 (Implementation of the LEOSA of 2004), and Department of the Air Force Guidance Memorandum to DAFI 31-117, (Arming and Use of Force by Air Force Personnel), the United States Air Force defines a “qualified law enforcement officer” as an individual who:

a. Is not the subject of any disciplinary action, not under the influence of alcohol, currently authorized to carry a firearm and not prohibited by Federal law from receiving a firearm.

b. Meets the standards established by the organization, which requires the applicant to regularly qualify in the use of a firearm of the same type as the concealed weapon. Type of weapon is defined as: handgun, semi-automatic pistol or revolver; shotgun, rifle etc. This is not to be confused with “model” which defines the various weapons within the particular weapon type.

c. Has been awarded, and are currently utilizing as part of their duties, the 31P3, 31P4, 3P0X1, 3P0X1A, 3P0X1B Air Force Specialty Code (AFSC). Additionally, Department of the Air Force Civilian Police 0083 series SF personnel who have met all their law enforcement training standards.

d. Is not under the influence of alcohol or another intoxicating or hallucinatory drug or substance;

and

e. Is not prohibited by Federal law from receiving a firearm.

Additionally, the individual must carry either:

a. Photographic identification issued by the agency from which the individual separated from service as a law enforcement officer that identifies the person as having been employed as a police officer or law enforcement officer and indicates that the individual has, not less recently than one year before the date the individual is carrying the concealed firearm, been tested or otherwise found by the agency to meet the active duty standards for qualification in firearms training as established by the agency to carry a firearm of the same type as the concealed firearm;

or

b. Photographic identification issued by the agency from which the individual separated from service as a law enforcement officer that identifies the person as having been employed as a police officer or law enforcement officer; and a certification issued by firearms instructor that is qualified to conduct a firearms qualification test for active duty officers within the State in which the individual resides or by a certified that State that indicates that the individual has, not less than one year before the date the individual is carrying the concealed firearm, been tested or otherwise found by the State or a certified firearms instructor that is qualified to conduct a firearms qualification test for active duty officers within that State to have met the active duty standards for qualification in firearms training, as established by the State, to carry a firearm of the same type as the concealed firearm; or if the State has not established such standards, standards set by any law enforcement agency within that State to carry a firearm of the same type as the concealed firearm.

1.3 Objectives

1.3.1. Accomplish required verification of applicants’ eligibility per 18 USC 926B, DoDI 5525.12, AFI

31-117, and this PWS.

1.3.2. Provide photographic credentials to eligible qualified USAF law enforcement officers.

1.3.3. Maintain data identifying the qualified USAF law enforcement officers who have been issued the photographic identification and dates of their issuance.

1.4 Scope

The scope of this agreement includes all work necessary to accomplish verification of eligibility and credentialing for all interested active duty, guard and reserve personnel. The work consists of database and website creation and maintenance, investigative services, verification/validation services, consistent coordination with the Air Force Security Forces Center (AFSFC) and designing and printing of credentials.

1.4.1 Scope of Work Includes:

1.4.1.1 Database and Website Management: Maintenance and management of the database and website for application processing and status tracking.

1.4.1.2 Investigative and Verification Services: Conducting background checks and eligibility verification in accordance with established laws and regulations.

1.4.1.3 Coordination: Consistent interaction with the Air Force Security Forces Center (AFSFC).

1.4.1.4 Credential Design and Printing: Designing and producing secure photographic credentials.

1.4.2 Specific Tasks Required:

1.4.2.1 Application Processing: Manage and maintain the secure, electronic, web-based application process. This includes the collection of necessary documentation such as electronic passport photographs, driver’s licenses, and law enforcement training certificates.

1.4.2.2 Credential Production: A secure and valid credential that contains specific security features (like micro-text, guilloche printing, etc.) and ensure the production and delivery timelines are met.

1.4.2.3 Record Keeping: Maintain and update a detailed spreadsheet with issued credentials and manage records of all applications and their statuses for at least five years.

1.5 General Information

1.5.1 Quality Assurance: The Government shall periodically evaluate the Contractor’s performance under this contract. Evaluation will be based on compliance with the performance standards outlined in this PWS and may include unannounced inspections, random sampling, and periodic audits.

1.5.2 Hours of Operation: The Contractor is responsible for conducting business between the hours of 0700 and 1700 Monday through Friday, except Federal holidays.

1.5.3 Federal Holidays: Federal offices are closed on federal holidays as established by Federal law (5 U.S.C. 6103) and any other holidays declared by executive order. Holidays are documented by year on the Office of Personnel Management website for Federal employees located at: https://www.opm.gov/policy-data-oversight/pay-leave/federal-holidays/#url=Overview. Any holidays falling on a Saturday will be observed on the preceding Friday; holidays falling on a Sunday will be observed on the following Monday. All holiday observation time-off will be determined by specific location and operational needs.

1.5.4 Place of Performance: The work to be performed under this agreement will be conducted at the contractor's facility.

1.5.5 Type of Contract: The Government will award a Blanket Purchase Agreement (BPA). Under this agreement, the contractor will receive direct payments from the Government for the services rendered.

1.5.6 Freedom of Information Act Program (FOIA): The contractor shall comply with DoD Directive 5400.07 (DoD FOIA Program) and DoDM 5400.07_AFMAN 33-302 (Freedom of Information Act Program) requirements. These regulations set policy and procedures for the disclosure of records to the public. The contractor shall comply with Air Force Instruction (AFI) 33-332, Air Force Privacy and Civil Liberties Program, when collecting and maintaining information protected by the Privacy Act of 1974 authorized by Title 10, United States Code, Section 8013. The Contractor shall not divulge any information about the Air Force files or any other sensitive information to unauthorized personnel. Official records shall be removed or destroyed only in accordance with AFI 33-322, Records Management and Information Governance Program, and disposed of in accordance with the Air Force Records Disposition Schedule, which is located in the Air Force Records Information Management System.

1.5.7 Reporting Requirements: The contractor shall comply with AFI 71-101, Volume-1, Criminal Investigations Program, and Volume-2, Protective Service Matters, requirements.

Contractor personnel shall report to an appropriate authority any information or circumstances that may pose a threat to the security of DoD personnel, contractor personnel, resources, and classified or unclassified defense information.

1.5.8 Controlled Unclassified Information (CUI): The Contractor shall comply with DoDI 5200.48, Controlled Unclassified Information, for marking, dissemination, and control; and Air Force Manual (AFMAN)17-1301, Computer Security (COMPUSEC), for requirements on encrypting sensitive data during transmission.

https://www.opm.gov/policy-data-oversight/pay-leave/federal-holidays/#url=Overview https://www.opm.gov/policy-data-oversight/pay-leave/federal-holidays/#url=Overview

1.5.9 Contracting Officer Representative (COR): The primary and alternate CORs will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance; maintain written and oral communications with the Contractor concerning technical aspects of the contract; issue written interpretations of technical requirements; monitor Contractor's performance and notify both the Contracting Officer and Contractor of any deficiencies; coordinate availability of government furnished property; and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR’s authority.

The COR is not authorized to change any of the terms and conditions of the resulting contract.

1.5.10 Contract Manager: The Contractor shall designate a contract manager who shall serve as the primary point of contact for the Government regarding all matters related to this contract. The name of this person and an alternate who shall act for the Contractor when the primary manager is unavailable shall be provided in writing to the Contracting Officer. The contract manager or alternate shall:

• Have full authority to act on behalf of the Contractor in all contract matters relating to daily operation of this contract.

• Serve as the primary liaison between the Contractor and the Government to address all inquiries, issues, or complaints.

• Ensure that all contract requirements are met and that the work is performed in accordance with the agreed-upon standards.

• Be available between 0700 and 1700, Monday through Friday, except Federal holidays or when the government facility is closed for administrative reasons.

1.5.11 Personnel Requirements: The Contractor shall provide personnel with the following qualifications and skills to ensure the successful execution of the scope of work:

1.5.11.1 Database and Website Management: Maintenance and management of the database and website for application processing and status tracking. Personnel with expertise in maintaining and securing databases and websites for application processing and status tracking. This includes knowledge of cybersecurity best practices to protect sensitive information.

1.5.11.2 Investigative and Verification Services: Personnel experienced in conducting background checks and verifying eligibility in accordance with established laws and regulations. This includes familiarity with LEOSA requirements and other relevant legal standards.

1.5.11.3 Coordination: Personnel capable of consistent and effective interaction with the AFSFC to ensure seamless communication and coordination.

1.5.11.4 Credential Design and Printing: Personnel skilled in designing and producing secure photographic credentials. This includes knowledge of security features such as micro-text, guilloche printing, and other anti-counterfeiting measures.

1.5.11.5 Application Processing: Personnel proficient in managing a secure, electronic, web-based application process. This includes the ability to collect and verify necessary documentation such as electronic passport photographs, driver’s licenses, and law enforcement training certificates.

1.5.11.6 Record Keeping: Personnel with experience in maintaining and updating detailed records, including a spreadsheet of issued credentials and managing records of all applications and their statuses for at least five years.

1.5.12 Identification of Contractor Employees: All contract personnel attending meetings, answering Government telephones, and working in other situations where contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed. Contractors shall obtain and wear any required building badges when operating in Government facilities.

1.5.13 Contractor Travel: The Government is not responsible for any direct or associated travel costs.

1.5.14 Data Rights: The Government shall have unlimited rights to all data, documents, and electronically stored material created, produced, processed, or stored under this contract, as defined in FAR Subpart 27.4 and applicable supplements. The contractor shall ensure that all data and materials controlled by the Contractor are subject to Government review upon request. The contractor may not transfer, provide, give, use, or sell these data and materials without written permission from the Contracting Officer. The information may not be shared outside of the Contractor’s company. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose without written consent of the Contracting Officer. This does not abrogate any other Government rights. The contractor shall comply with the requirements for data management specified in FAR Subpart 27.4 and any applicable supplements. The contractor must ensure all deliverables are marked with the appropriate data rights legend.

1.5.15 Organizational Conflict of Interest (OCI): Contractor and subcontractor personnel performing work under this contract may receive, have access to, or participate in the development of proprietary information which may create a current or subsequent OCI as defined in FAR Subpart 9.5. The Contractor shall notify the Contracting Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the Contracting Officer. In the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may effect other remedies as deemed necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.5.16 Phase Out Period: If applicable, to minimize any decreases in productivity and to prevent possible negative impacts on additional services, the Contractor shall provide support during the thirty (30) day phase-out period. The phase-out period is intended to ensure a smooth transition and continuity of operations until the new contractor is fully operational. The Contractor shall coordinate closely with the Contracting Officer and the incoming contractor (if applicable) to ensure a seamless transition with minimal disruption to services. The Contractor’s responsibilities during this period include, but are not limited to:

1.5.16.1 Transition Planning: Develop and submit a detailed transition plan to the Contracting Officer at least 60 days prior to the end of the contract. The plan shall include:

• A timeline of key activities and milestones.

• Identification of personnel responsible for each activity.

• Procedures for transferring knowledge and responsibilities to the incoming contractor or

Government personnel.

1.5.16.2 Data and Documentation Transfer: Ensure all data, documents, and records are transferred to the incoming contractor or Government personnel. This includes:

• Providing a complete and updated database of all applications, issued credentials, and their statuses.

• Transferring all electronic and hard copy records in an organized and accessible format.

• Ensuring that all documentation related to the design, production, and issuance of credentials is up-to-date and transferred.

1.5.16.3 Knowledge Transfer: Provide comprehensive documentation of all processes, procedures, and operational workflows. Conduct knowledge transfer sessions with the incoming contractor’s personnel or Government personnel to ensure they are fully trained and capable of assuming all responsibilities.

1.5.16.4 Training and Support: Provide training and support to the incoming contractor or Government personnel to ensure a smooth transition. This includes:

• Conducting training sessions on the use of the database and website.

• Providing detailed instructions on the application processing and credential production procedures.

• Offering technical support during the transition period to address any issues or questions.

1.5.16.5 Coordination and Communication: Maintain open lines of communication with the incoming contractor or Government personnel and the Contracting Officer throughout the phase-out period. This includes:

• Regularly scheduled meetings to discuss progress and address any concerns.

• Providing status updates and reports as requested by the Contracting Officer.

• Ensuring that all relevant parties are informed of any changes or issues that arise during the transition.

1.5.16.6 Continuity of Operations: Ensure that all services continue to be provided without interruption during the phase-out period. This includes:

• Maintaining sufficient staffing levels during the phase-out period to ensure continued performance of all contract requirements.

• Designating key personnel to manage and oversee the transition activities.

• Maintaining the same level of service and quality until the end of the contract.

• Ensuring that all pending applications are processed and credentials issued in a timely manner.

• Addressing any urgent issues or requests promptly to avoid delays.

1.5.16.7 Exit Briefing: Conduct an exit briefing with the Contracting Officer and other designated Government personnel to review the phase-out process, address any remaining issues, and provide feedback for future improvements. Conduct an exit briefing with the incoming contractor or Government personnel and the Contracting Officer to ensure that all tasks have been completed and all responsibilities transferred. This includes:

• Reviewing the transition plan and confirming that all activities have been completed.

• Providing a final report summarizing the phase-out activities and any outstanding issues.

• Ensuring all final deliverables, including reports, inventories, and other contractual requirements, are completed and submitted to the Government.

2 SPECIFIC TASKS

2.1 Application Website and Database

The Contractor shall provide a secure, electronic, web-based public application process, or a website for individuals to apply for USAF LEOSA credentials. This application platform must include the following features:

2.1.1 Application and Checklist: The USAF LEOSA Credentials application and checklist must include all elements required in the most current versions of the relevant publications and guidelines detailed in this PWS for initial screening and printing of LEOSA credentials.

Application Status Tracking: The application platform should detail ongoing status updates of the application process, clearly indicating where each requirement stands and if any items are missing.

2.1.3 Fee Information: The Government will cover all fees associated with Law Enforcement Officer Safety Act (LEOSA) applications for credentials. For administrative and informational purposes, the website must still provide a clear and detailed breakdown of these costs for each application category, including initial applications, renewals, and replacement credentials.

2.1.4 Contact Information: The website must prominently display contact information to enable applicants to request hard copy application forms and to ask questions. This should include a dedicated customer service phone number, and email address, and a physical mailing address. The contractor should ensure that customer service representatives are available during standard business hours to respond to inquiries.

2.2 Initial Screening

The Government will be responsible for verifying the eligibility of all applicants according to the LEOSA Program’s eligibility criteria as defined in the most current versions of 18 USC 926B, DoDI 5525.12, AFI 31-117, and this PWS.

2.2.1 926B Applicants: Required Documentation for Screening: In addition to the application form, the contractor shall require the following documentation from each applicant for screening purposes:

• Electronic Passport Photograph as defined by the Department of State for all U.S.

passports.

• Copy of driver’s license or Government-issued photographic identification.

• A letter from the commanding officer recommending the issuance of the credential, stating that the individual meets the standards for a Qualified Law Enforcement Officer Identification Card as established in DoDI 5525.12. Note: The Letter of Recommendation must have a Common Access Card digital signature to validate authenticity.

• A letter of recommendation for issuance of the credential from commanding officer that states the individual meets standards for a QLEO as established in DoDI 5525.12. Note:

The Letter of Recommendation must have a Common Access Card digital signature to validate authenticity.

2.2.2 Government Approval: Once the Contractor has verified all applicable eligibility criteria, the documentation file shall be provided to the AFSFC for Government approval from the AFSFC/CC or designee, as the Authorized Law Enforcement Official.

2.3 Credential Production

Upon receiving Government approval, the Contractor shall produce a secure and valid credential within ten (10) business days. Once the credential has been produced, it must be delivered to the applicant within five (5) business days.

2.4 Technical Requirements

The Contractor shall be responsible for providing a turnkey solution for the production, manufacturing, inventory, and delivery of the LEOSA credential to all eligible applicants. The credentials must meet the following requirements:

2.4.1 Credential Elements: The credential shall contain all elements of the sample in DoDI

5525.12 including:

• The law enforcement officer’s full name, the Air Force Security Forces mailing address, an identification number assigned by the issuing agency, and the date of certification as a qualified law enforcement officer.

• Current passport photograph of the qualified law enforcement officer (LEO) on the front of the credential.

• Prominent display of “USAF Law Enforcement Officer”

• Delineation of type of credential – Active LEO or DoD Retired/Separated LEO.

2.4.2 Credential Text: The credential shall contain the required statements as detailed in DoDI

5525.12 including:

• 926B credentials: “The individual pictured above is on active duty service with the United States Air Force as a qualified law enforcement officer and on the date issued has met the requirements of section 926B of Title 18, United States Code.”

• On the back of both credentials: “This credential does not grant the bearer any authority to act on the agency’s behalf or to exercise any law enforcement authority.”

2.4.3 Credential Size: The credential shall be standard identification size of 2 3/8” x 3 5/8”.

2.4.4 Additional Items on Credential: The credential must include:

• The words “Department of the Air Force”

• USAF Emblem

• Department of the Air Force (DAF) Logo

• Security Forces Badge (for active duty or prior active duty)

• DAF Badge (for civilians)

• Supplicate microprint on the back

• Serial identification numbers to be determined in coordination with AFSFC

2.4.5 Security Features: The produced credential must contain at least six (6) of the below security features.

• Guilloche printing

• Micro-text

• Line width modulation

• Bump effect

• Relief printing (impression of 3D image)

• Rainbow printing

• Duplex printing

• Anti-scan patterns

• Deliberate errors

• Raster printing

• Hidden images visible with special lenses

2.4.6 Credential Expiration: The produced credentials must comply with the following expiration guidelines:

• 926B Credentials: The 926B LEOSA credentials are valid for a period of up to five (5) years from the date of issuance.

• Review and Revocation: All credentials are subject to periodic review by the issuing authority. The contractor shall ensure that any reviews or revocations are promptly communicated to the credential holder and appropriate actions are taken as necessary.

2.5 Replacement of Credentials

The contractor shall provide replacement credentials as necessary.

2.5.1 Lost or Stolen Credentials: The contractor shall provide replacement credentials in the event that the identification is lost or stolen. The applicant must report the lost or theft immediately and provide any necessary documentation to support the issuance of a replacement.

2.5.2 Eligibility Verification: Before issuing a replacement credential for 926B, the contractor shall verify the applicant’s eligibility through the master roster. This verification ensures that the individual remains qualified under the LEOSA program criteria.

2.5.3 Processing Time: Upon verification of eligibility and receipt of replacement fee, the contractor shall produce and deliver the replacement credential. The Contractor shall produce a secure and valid credential within ten (10) business days. Once the credential has been produced, it must be delivered to the applicant within five (5) business days.

2.5.4 Security Measures: The contractor shall implement appropriate security measures to prevent fraudulent requests for replacement credentials. This includes validating the identity of the applicant and ensuring that all replacement credentials are properly documented and tracked.

2.6 Database Management

2.6.1 Credential Database Maintenance: The contractor shall maintain and manage the comprehensive and secure Government-owned database of all LEOSA credentials issued. The contractor must ensure that this database is updated consistently and accurately as new credentials are issued or existing ones are modified or replaced. The database shall be stored on a secure Government network at JBSA-Lackland to ensure data integrity and security. The Database must include, at a minimum, the following information for each credential:

• Names of credential holders

• Identification numbers

• Date of issuance

• Credential Type (926B)

2.6.2 Record Keeping: The Contractor shall maintain detailed records of all applications and related documentation for a minimum of five (5) years. The records must include:

• All application forms submitted by applicants

• Supporting documents provided with the application packages

• Steps taken by the contractor to verify eligibility

• Findings and determinations on each individual’s eligibility

2.6.3 Data Security and Privacy: The contractor shall implement stringent data security measures to protect sensitive information contained within the database and records. This includes complying with all applicable federal and DoD regulations regarding data privacy and security. Access to the database and records must be restricted to authorized personnel only.

2.6.4 Regular Audits and Reviews: The contractor shall conduct regular audits and reviews of the database and record-keeping process to ensure accuracy and compliance with this PWS. Any discrepancies or issues identified during these audits must be addressed promptly.

2.6.5 Data Backup and Recovery: The contractor shall establish a robust data backup and recovery plan to prevent data loss and ensure business continuity. Tegular backups of the database should be performed and securely stored in accordance with DoD guidelines.

2.6.6 Reporting: The contractor shall provide regular reports to the Government on the status of the database, including any updates, changes, or issues encountered. These reports should be submitted on a quarterly basis or as requested by the Government.

2.6.7 Paper Advertisements: The contractor shall design and place paper advertisements in publications and locations that are likely to be seen by potential applicants. This includes:

• Placing ads in veteran-focused magazines, newsletters, and newspapers.

• Distributing flyers and brochures at veteran centers, military bases, and law enforcement agencies.

2.7 Customer Complaints

The Contractor shall develop and implement a resolution process in coordination with the Government to address and resolve any customer complaints, Freedom of Information Act (FOIA) requests, or other concerns related to the issuance of the LEOSA credentials. This process shall include the following components:

2.7.1 Complaint Resolution Process: The Contractor shall establish a formal procedure for receiving, documenting, and resolving customer complaints. This process must include:

• A dedicated point of contact (POC) for handling complaints.

• A clear procedure for customers to submit complaints, including via phone, email, or a web-based form.

• A tracking system to log and monitor the status of each complaint from receipt to resolution.

• Defined timeframes for acknowledging receipt of the complaint and for providing a response or resolution.

2.7.2 Coordination with Government: The Contractor shall coordinate closely with the Government to ensure that all complaints are addressed in a manner consistent with Government policies and procedures. This includes:

• Regularly updating the Government on the status of unresolved complaints.

• Seeking guidance from the Government on complex or sensitive issues.

• Ensuring that all responses to complaints are reviewed and approved by the Government as necessary.

2.7.3 FOIA Requests: The Contractor shall establish a process for handling FOIA requests in compliance with DoD regulations and the Freedom of Information Act. This process must include:

• A designated FOIA officer responsible for processing requests.

• Procedures for timely acknowledgment and response to FOIA requests.

• Coordination with the Government to ensure that all responses comply with legal and regulatory requirements.

2.7.4 Communication with Customers: The Contractor shall ensure clear and effective communication with customers regarding their complaints. This includes:

• Providing customers with regular updates on the status of their complaints.

• Offering clear explanations of the steps being taken to resolve issues.

• Ensuring that all communications are professional, courteous, and timely.

2.7.5 Reporting and Analysis: The Contractor shall provide regular reports to the Government on customer complaints and their resolutions. These reports should include:

• The number and types of complaints received.

• The status and resolution of each complaint.

• Any trends or recurring issues identified through the complaint process.

• Recommendations for improving customer satisfaction and preventing future complaints.

2.7.6 Continuous Improvement: The Contractor shall use the data and insights gained from handling customer complaints to continuously improve the LEOSA credentialing process. This includes:

• Regularly reviewing and updating the complaint resolution process.

• Implementing changes to address common issues and prevent recurrence.

• Seeking feedback from customers to enhance the overall service experience.

3 PERFROMANCE REQUIREMENTS SUMMARY/SERVICES

SUMMARY

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

Item

Performance Objective Standard

Performance Threshold (This is the maximum error rate.)

Method of Surveillance

The contractor shall maintain a secure, electronic, web-based public application process for individuals to apply for USAF LEOSA credentials.

(PWS 2.1)

The contractor manages a functional and secure web-based application system that includes all required elements as specified in

PWS 2.1.

Exceptional: Zero deviations from standard.

Very Good: Up to 1 minor deviation per 6 months, corrected effectively.

Satisfactory: Up to 2 minor deviations per 6 months, corrected satisfactorily.

Marginal: More than 2 minor deviations per 6 months, corrective actions marginally effective.

Unsatisfactory: Persistent deviations, corrective actions ineffective.

Periodic Surveillance by Contracting Officer Representative

(COR).

The government and contractors shall verify the eligibility of all applicants according to the LEOSA Program's eligibility criteria. (PWS 2.2)

The contractor performs verification according to the criteria specified in

PWS 2.2.

Exceptional: No more than 1 error per 100 applications.

Very Good: Up to 3 errors per 100 applications, corrected effectively.

Satisfactory: Up to 5 errors per 100 applications, corrected satisfactorily.

Marginal: More than 5 errors per 100 applications, corrective actions marginally effective.

Unsatisfactory: Persistent errors, corrective actions ineffective.

Periodic surveillance and random sampling by the

COR.

Item

Performance Objective Standard

Performance Threshold (This is the maximum error rate.)

Method of Surveillance

The contractor shall produce and deliver secure and valid credentials within specified timeframes. (PWS 2.3)

Credentials are produced within 10 business days of approval and delivered within 5 business days of production.

Exceptional: 100% of credentials produced and delivered within specified timeframes.

Very Good: At least 95% of credentials produced and delivered within specified timeframes.

Satisfactory: At least 90% of credentials produced and delivered within specified timeframes.

Marginal: At least 85% of credentials produced and delivered within specified timeframes.

Unsatisfactory: Less than 85% of credentials produced and delivered within specified timeframes.

100% Inspection of credential production and delivery logs by

COR.

The contractor shall maintain a comprehensive and secure database of all LEOSA credentials issued and associated records. (PWS 2.6)

The contractor maintains an up-to-date spreadsheet or database of all LEOSA credentials and retains all required records for 5 years.

Exceptional: Zero errors in credential database and 100% compliance with record retention requirements.

Very Good: No more than one error in credential database per quarter and 100% compliance with record retention requirements.

Satisfactory: No more than two errors in credential database per quarter and 100% compliance with record retention requirements.

Marginal: No more than three errors in credential database per quarter and 100% compliance with record retention requirements.

Unsatisfactory: More than three errors in credential database per quarter or less than 100% compliance with record retention requirements.

Periodic Surveillance of database and records by COR.

4 APPLICABLE PUBLICATIONS

The Contractor must abide by all applicable regulations, publications, manuals, and local policies and procedures. The Contractor shall ensure they are always referring to the most recent versions of all applicable publications and any other relevant guidelines detailed in this PWS. The Contractor is responsible for regularly checking for updates to these documents and incorporating any changes into their processes and procedures.

1. 18 U.S.C. 926B, Carrying of Concealed Firearms by Qualified Law Enforcement Officers.

2. Department of Defense (DoD) Directive 5400.07, DoD Freedom of Information Act (FOIA)

Program.

3. Department of Defense Instruction (DoDI) 5525.15, Law Enforcement (LE) Standards and

Training in the DoD.

4. DoDI 5525.12, Implementation of the Law Enforcement Officers Safety Act (LEOSA) of 2004.

5. DoDI 5505.17, Personally Identifiable Information and Law Enforcement Information Handling by DoD Law Enforcement Activities.

6. DoDI 5200.48, Controlled Unclassified Information (CUI).

7. DoDI 8910.01, DoD Implementation of the Paperwork Reduction Act.

8. DoDI 7730.47, Defense Incident-Based Reporting System (DIBRS).

9. Department of Defense Manual (DoDM) 5400.07_AFMAN 33-302, Freedom of Information Act

Program.

10. Department of the Air Force Guidance Memorandum to DAFI 31-117, Arming and Use of Force by Air Force Personnel.

11. Department of the Air Force Instruction (DAFI) 90-160, Publications and Forms Management.

12. Air Force Instruction (DAFI) 33-332, Air Force Privacy and Civil Liberties Program.

13. AFI 33-322, Records Management and Information Governance Program.

14. DAFI 31-118, Security Forces Standards and Procedures.

15. DAFI 71-101 Volume 1, Criminal Investigations.

16. DAFI 71-101 Volume 2, Protective Service Matters.

17. Air Force Manual (AFMAN) 71-102, Air Force Criminal Indexing.

18. DAFMAN 17-1301, Computer Security (COMPUSEC).

19. Federal Acquisition Regulation (FAR) Subpart 27.4, Rights in Data and Copyrights.

20. FAR Subpart 9.5, Organizational Conflicts of Interest.

21. National Defense Authorization Act for Fiscal Year 2013, Public Law 112-239, Section 1089.