AIR Card PWS_ 2025 Short Term KT_Final_(002).docx

Solicitation No. SPE607-25-R-0203

Performance Work Statement For Aviation Into-Plane Reimbursement (AIR) Card® Program Transaction Processing Services AIR Card® Program Delivering Commercial Aviation Solutions to Champion the Warfighter Mission

Performance Work Statement Scope and Terms The Defense Logistics Agency Energy (DLA Energy) mission is to provide the Department of Defense (DOD) and Government agencies with comprehensive energy solutions in the most effective and economical manner possible. DLA Energy Aviation Into-Plane Reimbursement (AIR Card®) Program provides the ability to procure aviation fuel and ancillary ground services at commercial airports globally. The AIR Card® Program is a division of the Government Fuel Card Program Management Office (PMO) which is an Office of the Secretary of Defense (OSD) level Program Office managing several fuel card programs. The DLA Energy AIR Card® Program is a trailblazer in providing innovative aviation fuel and ground service solutions supporting the customer’s aviation mission. The AIR Card® Program also provides cost transparency, robust analytical tools, oversight, and reporting capabilities using DLA Energy financial systems.

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

The AIR Card® Program operates in accordance with the Federal Acquisition Regulation (FAR) and the Financial Management Regulation (FMR) and other applicable Federal Government laws, regulations, and policies. The AIR Card® Program is focused on:

· Enhanced Level 3 data.

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

· Audit compliance.

· Accurate transaction processing.

· Accurate reporting.

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

Appendix 8: Ground Service File Format…………………………………………………………………………………………….56

Appendix 13: Definitions..…………………………………………………………………………………………………………………69 Appendix 14: Branch of Service…………………………………………………………………………………………………………75 Appendix 15: Deliverables………………………………………………………………………………………………………………..76

1. Pricing Requirements Historical Aviation Into-Plane Reimbursement Card Program Information

The following chart displays the historical trends of the AIR Card® program from FY20 through FY23.

AIR Card® Historic Sales

Non - Contract Fuel Qty (Gallons)

Non - Contract Fuel Sales ($ )

Non - Contract Fuel Sales CONU5

Non - Contract Fuel Sales OCONU5

Non - Contract Transactions

Contract Fuel Qty ( G allon s )

Contract Fuel Sales

Contract Fuel Sales

CONUS

Con tr act Fuel Sales

OCONUS

Contract Transactions

Ground Ser vice ($)

CONUS

Ground Ser vice ($)

OCONUS

Refunds Contract Minimum Refunds The minimum refund is a single rate which applies volume of spend. Offerors are encouraged to propose higher than the minimum refund rate. The minimum refund rate the Government will accept is one percent (1.00%) of the total amount of non-contract fuel, non-contract fuel related charges and ground services transactions. Offerors shall adhere to the minimum refund structure when proposing under the Request for Proposals (RFP). The proposals that contain a lower than contract minimum refund will not be considered. Failure to propose in accordance with the instructions contained in this RFP may render the proposal unacceptable.

Frequency of Refund Reporting

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

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

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

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

Refund Acceptance

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

Refund Rejection

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

Refund Remittance

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

AIR Card® Fuel Refund Remittance Instructions

Fed-wire or ACH The instruction shall be provided to the Contractor after award.

AIR Card® Ancillary Refund Remittance Instructions

The instruction shall be provided to the Contractor after award.

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

The instruction will be provided to the Contractor after award.

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

All Contractor costs associated with the transition and implementation shall be borne by the Contractor. No transactions shall be made or processed prior to the expiration of the AIR Card® contract SPE608-24-C-0350 and/or prior to the beginning of the transactional period of performance under this contract, without the prior written approval of the KO.

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

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

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

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

4. Initial Card Delivery: AIR Cards® shall be distributed to accounts starting May 5, 2025 and completed by June 6, 2025, unless otherwise mutually agreed to by the KO. Delivery shall be in accordance with the requirements described in Card Issuance and Delivery section.

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

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

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

Contract Transition The Contract startup/implementation transition requirements are the processes required of the Contractor upon Contract award. This transition includes, but is not limited to, transition schedule, implementation of contract services, AIR Card® EAS functionality, accurate data file transmission and processing, merchant network acceptance by the KO, and post contract transition.

Transition will occur from contract award date to June 30, 2025.

Kick-Off Forum The Government will host a Kick-Off Forum virtually. The Contractor is required to attend and is responsible for costs associated with any audio-visual needs, including telephone/voice/data lines for personal computers. The KO will provide the kick-off forum meet-me-line. The Government is not liable for associated costs in the event of a kick-off forum cancellation. The objective of the meeting is to:

· Identify responsibilities and roles.

· Address reports needed, regular meetings, and schedules.

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

· Review other issues, as required.

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

Post Contract Transition At the end of the Contract’s period of performance, the Contractor shall monitor and manage a cooperative, orderly, and seamless transition to a successor. The Contractor shall, upon the KO’s written notice, furnish phase-out services for at least 1 month prior to the expiration date of the contract. The Contractor shall provide sufficient, experienced personnel during the phase in/phase- out period to ensure that there is no diminution in the quality of services provided under the Contract.

The migration of data from the Contractor to the successor Contractor shall adhere to the security measures in the Security Requirements. At the request of the KO, the Contractor shall provide a complete, non-proprietary, current, and accurate file of data and format as requested by the KO. The initial submission of this information shall be transmitted at least 30 calendar days prior to the end of the Contract. The Contractor shall provide updates to the KO for up to 6 months after Contract expiration. The Contractor shall also provide the data file(s) within five (5) business days of the KO written request. At its discretion, the Government may reduce the transition period, but only through written notification by the KO. The Contractor shall maintain and offer access to legacy systems to the Government for a period of 6 months after the completed transition.

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

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

3. Card Requirements The International Organization for Standardization (ISO) designation shall be proprietary to the U.S. Government AIR Card® Program.

The Contractor shall own or operate embossers or printed cards based on commercial banking industry standards that allow card creation no later than two (2) hours following the card approval.

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

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

AIR Card® Design

The Contractor shall submit one (1) AIR Card® background designs to the PM for review and approval. The Contractor shall have the ability to accept and deliver design changes or design images submitted by the PM. The final card model shall be submitted to the PM for written approval no later than 15 calendar days after the award of the Contract. The Contractor shall, within one (1) business day, correct and replace, at its own expense, any cards issued that contain Contractor-caused errors. The Contractor shall, at its own expense, be responsible for the printing and embossing of the cards.

Front Side of AIR Card® The Contractor shall include the words “Aviation Reimbursement Into- plane”, the words “For Official Government Use Only”. The placement of words shall conform to the Government provided card image.

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

EMBOSS/PRINT:

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

b) Customer Service or Agency (alphanumeric).

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

d) Expiration Date (MM/YY).

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

24-HOUR SERVICE: USA & TERRITORIES OR CANADA: (insert Contractor phone #) OUTSIDE THE UNITED STATES: (insert Contractor phone #) AIR Card® Program Delivering Commercial Aviation Solutions to Champion the Warfighter Mission

ACCEPTANCE AND/OR USE OF THIS CARD BY AUTHORIZED PERSONNEL CONSTITUTES THE USER’S ACCEPTANCE OF THE TERMS AND CONDITIONS UNDER THE DLA ENERGY AIR CARD® CONTRACT. THIS CARD FACILITATES PAYMENT OF FUEL/GROUND SERVICES ONLY AND DOES NOT GUARANTEE FUEL QUALITY ASSURANCE AT NON-CONTRACT LOCATIONS. THIS CARD IS ISSUED BY AND REMAINS THE PROPERTY OF THE ISSUER PER THE TERMS AND CONDITIONS WHICH ARE AVAILABLE AT: (insert web address) IF CANCELLED OR LOST/FOUND, THE CARD ITSELF SHOULD BE SENT TO (insert contractor address).

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

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

NOTE: PILOTS, FLIGHT OR AIRCRAFT COMMANDERS & CREW CHIEFS ARE CONSIDERED GOVERNMENT PROCUREMENT OFFICIALS AND AS SUCH, SHALL NOT ACCEPT GRATUITIES. SEE 5 C.F.R. 2635.202 & PARA B2. DODD 5500.7, STANDARDS OF CONDUCT. VIOLATIONS MAY RESULT IN PROSECUTION UNDER U.S. CODE, UCMJ AND/OR ADVERSE OR DISCIPLINARY ACTION.

Magnetic Stripe:

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

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

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

Card Quality Assurance The Contractor shall perform and pass pre-approved quality assurance checks on all AIR Cards® used by the Government during the contract performance period. The Contractor shall provide a card quality assurance plan, that includes the quality assurance checks associated with each purchase/payment solution to the PM and KO within 2 weeks following contract award. The Contractor shall maintain accurate line of accounting including aircraft identification on each card.

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

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

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

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

1) Card assigned to an individual aircraft.

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

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

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

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

Card Effective Date Rules

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

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

Account Code

Not allowed for A or C R

Not allowed for A or C R

Not allowed for A or C R

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

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

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

HL3 – FORSCOM

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

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

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

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

The Contractor shall provide invoices to the AIR Card® customer in a variety of methods: Wide Area Workflow (WAWF) (ANSI X12 810), mail, fax, email, EAS downloadable in pdf, excel and any other method that the Government mandates. The customer shall have the ability to select their preferred invoice delivery method using the EAS or email and update the invoice delivery method when needed. The Contractor shall email the customer invoice to customers that select this method no later than one (1) calendar day after the end of each billing cycle.

Independent of the invoice delivery method, the Contractor shall post all weekly invoices to the EAS account and maintain a repository of invoices easily accessible to view or download by a hierarchy user. The Contractor shall be responsible for working directly with the customer that has chosen WAWF as the invoice delivery method. The Contractor shall contact the Procurement Integrated Enterprise Environment (https://piee.eb.mil/piee-landing/) to create the electronic file and transmission process.

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

The Contractor shall apply credits to the customer’s account within the same billing cycle the credit is processed. The Contractor shall submit the customer invoice layout for the PM review and approval. The Contractor shall have the ability to make revisions as requested by the PM within five (5) business days. Customer invoice format (See Attachment 2: Customer Invoice).

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

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

· Delinquency report (see Reporting)

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

Suspension Procedures The Government reserves the right to initiate suspension procedures on an account within 45 calendar days of the billing cycle date in which an undisputed charge first appeared when payment for the charge has not been made by the account..

For suspension purposes, an account is considered past due if payment for undisputed principal amounts has not been received within 45 calendar days from the billing date. The Contractor shall send an email to the account AO(s) requesting payment on past due accounts for the undisputed principal amount. The Contractor shall provide the Pre-Suspension/Pre-Cancellation Report (see Reporting Requirements) to the relevant CPM, account AO(s) and PMO identifying the undisputed charge amount that is overdue on the account

The Contractor shall adhere to the following requirements:

Disputed Charges/Transactions: The Contractor shall not suspend any account due to disputed transactions. The Contractor shall only remove a dispute action when requested by the dispute initiator. The KO or PM have the authority to override the Contractor dispute decision. The Contractor shall execute the KO or PM direction to resolve the dispute within one business day.

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

Reconciliation Assistance The Contractor shall, at no additional cost, provide their standard commercial reconciliation assistance to the Government. The Contractor commercial standard reconciliation assistance procedures shall be provided to the PM and KO for approval 30 days after contract award. Any Contractor revisions shall be submitted for PM and KO approval prior to implementation. The Contractor shall maintain professional conduct when communicating delinquencies and disputes with the customer. The Contractor shall resolve disputes no later than fourteen (14) business days following initiation of dispute.

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

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

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

a) Provide sufficient documentation to authenticate the charge.

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

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

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

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

f) Detail the disputed charge on the Dispute Report.

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

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

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

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

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

The Contractor shall facilitate an environment in which AIR Card® transaction processing costs are competitive to guarantee acceptance by direct Fixed BO and ground handlers operating the business at the airport. Processing costs are fixed during the contract performance period unless approved by the PM and KO. The Contractor shall propose a flat processing fee (See Attachment 13: Definitions) to be accepted by the card accepting merchant and make this information accessible in the EAS. The transaction flat fee for the processing costs imposed by the Contractor to process a merchant non-contract fuel, non-contract fuel-related charges and ground service transaction shall be submitted in the proposal. The Government requires maximum participation, both domestic and internationally, by fixed base operators that directly deliver the fuel and ground services.

The Contractor shall guarantee merchants provide each card user a proper invoice and obtain the card user signature at the time of sale. The Contractor shall minimize participation of third-party merchants and third-party processors. The Contractor shall guarantee third-party merchants provide a proper invoice to the card user at the time product and/or service rendered. The Contractor shall guarantee third-party merchants provide the actual FBO or ground handlers proper invoice to the card user at the time product/service rendered. Full disclosure of third-party merchant and processor information shall be provided to the PM and KO prior to and during the contract performance period. The information required will be provided following contract award. The Contractor shall ensure Merchants are held financial liable when a charge is billed and not on the AIR Card® authorized product and service list or included on the card user documentation obtained from the servicing merchant at time of sale.

Other actions in the plan shall include but are not limited to product/service discounts, reduced processing fees and/or costs. The Government shall identify merchants the Contractor shall recruit or remove from the program.

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

The Contractor shall provide a comprehensive list which describes the current global merchant coverage 15 calendar days following contract award and as requested by the PM. When requested by the PM, the Contractor has (2) business day to deliver the list. The expectation is that AIR Card® will be widely accepted in terms of geographic locations and the direct FBOs and ground handlers performing at each location.

The Contractor shall update the merchant information when it or the government realizes the information contains inaccuracies. The updates are required to be made within (1) business day.

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

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

The Contractor shall provide copies of merchant agreements when requested by the PM within 1 business day. If the Contractor enters or has an existing contract or agreement with a merchant, the Contractor shall disclose the information to the PM and KO. The merchant agreements may be revised by the PM to ensure alignment with the program requirements. The Contractor shall provide Merchants with onboarding packages which includes, but is not limited to, the following: 1. The official merchant agreement, 2. Recruitment, enrollment and acceptance initiatives, 3. Transaction transmission methods and process, 4. Payment schedules, 5. Administrative actions, 6. FBO Locator instructions, 7. AIR Card® operations (includes transaction processing, invoicing, exemptions, agreements and disputes),

8. Merchant portal training, links and tutorials, 9. Authorized Product/Service list, and 10. DLA PMO contact information. “The Contractor shall provide Merchant onboarding packages to the PM and COR for review. The KO will approve to ensure alignment with the PWS requirements. A definition section shall be included in the merchant agreement and merchant onboarding package documents. Third- party processors and third-party merchant agreements and any other agreement which allows an entity to transmit transactions for processing shall be provided and disclosed to the PM prior to processing transactions.

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

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

Program Manager: The Contractor shall designate a Program Manager for the responsibilities including but not limited to day-to-day and special support, natural disaster, and contingency activities; implementation; quality, training, billing; reconciliation; suspension; cancellation; transaction overrides; transaction disputes; supervision; coordination; customer relationship and service support; and transition support. The Program Manager shall be well versed in all aspects of transaction processing programs, readily accessible, and be an overall point of contact for the PM and/or the KO

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

· Program implementation (e.g., maintains accurate merchant information, maintains relationship with the merchants, account set-up, account maintenance, account suspension or cancellation, quality and training).

· Program operation (e.g., fuel and/or transaction support, account inquiries, reporting lost/stolen cards, billing, disputes, reconciliation, quality, training and customer service).

Financial and Billing Manager: Manages fuel and ancillary charges to ensure billings are accurate and reconciled against accounts. Provides tax exemption and reclamation assistance to the Government.

IT Manager: Manages entire aspect of internet application and transaction processing to include at a minimum, security, upgrades, enhancements, and continuity of operations. Generates accurate and reliable customer defined reports.

The quality and training performance may be assigned to the above key personnel.

Quality: Ensures internet application processes, reports, documentation, documents, training, and customer support materials contain accurate, reliable information. Participates in testing AIR Card® EAS functionality.

Training: Creates training materials for customers and supports training classes or webinars when requested by the PM at the Contractor’s expense. Train merchants on the requirements defined in the contract at the time of enrollment and during the contract performance period to ensure transactions are submitted in accordance with the Government requirements.

Personnel workload, and staffing difficulties will not be justification for failure to meet AIR Card® PM established schedules, contract requirements and such impairs in performance, the Contractor may be subject to termination for cause.

Key personnel shall be well versed in all aspects of the program, readily accessible, and be an overall point of contact for the PM, COR, and KO. The Contractor shall designate alternate key personnel in the event of the absence of the primary point of contact of more than (5) business days. Key personnel shall be accessible after hours to assist when circumstances occur which include but not limited to:

1. A situation occurs that cannot be handled by Customer Service personnel;

2. Requirement submitted by the PM or COR for a data pull or report that requires immediate results; and

3. Support of a natural disaster or contingency operations.

Replace Key Personnel

The Key Personnel shall remain in their assigned positions for 90 days following the start of the contract performance period. The Contractor shall provide five (5) business days notification to the PM and KO prior to key personnel removal, replacement, or reassignment either permanently or temporarily. Key personnel shall be replaced within thirty (30) calendar days from the date of a position vacancy. The Contractor shall demonstrate that the qualifications of the prospective replacement key personnel are equal to or better than the qualifications of personnel approved under the contract. The Contractor shall submit to the PM and KO, the same type of information to demonstrate qualifications of replacement as was submitted with the proposal for original key personnel. The Contractor shall provide a temporary replacement in the interim until key personnel are replaced. The PM and KO shall approve the replacement. The PM and KO shall review the replacement resumes to ensure the replacement meets the qualifications specified in the PWS. Additions to key personnel shall only be made via formal written modification to the Contract executed by the KO.

Additional Contractor Personnel

The Contractor shall provide ample personnel to successfully accomplish AIR Card® Program requirements. Personnel other than key personnel are considered support personnel.

Resumes for support personnel positions may be requested anytime during the contract performance period by the KO to ensure compliance. The contractor has two (2) business days to provide the resume. The Contractor shall provide resumes within two (2) business days of request. The Contractor shall provide a support personnel roster that includes support personnel names, role, company name, resumes, program training completion date and non-disclosure agreements to the PM and KO (5) business days prior to the contract performance period. The Contractor shall update the PM and KO when support personnel no longer support the contract within 2 business days. Support personnel replacements shall be reported to the KO and PM within (5) business days.

10. Customer Service The Contractor shall provide 24/7/365 phone and email coverage for AIR Card® customers and merchants.

Customer support personnel shall respond to customer phone inquiries within 15 seconds. At a minimum the following services shall be provided:

a. Reset passwords when Contractor verifies customer name and email address, and the customer verifies challenge phrase

b. Fuel arrangements

c. Transaction authorizations

d. Disputes

e. Report lost or stolen cards

f. Account inquiries

g. Provide merchant documents

h. Complete report requests and deliver results

i. Billing

j. Merchant support

k. Forward issues to HL1/HL2 of the account that can’t be resolved

The Contractor shall maintain a staff that can handle the volume of customer requests. Fuel support shall receive immediate attention and resolution. The Contractor shall ensure a customer and aircraft are never stranded or delayed without fuel and a fuel purchase solution due to the Contractor’s negligence of program requirements or Contractor agreements with other entities.

Customer Service Report The Contractor shall provide a weekly report of customer service inquiries to include phone calls and emails received and resolved. The report is due end of business day, each Friday. If the inquiry is not resolved within the weekly report period received, the resolution shall be provided in the reporting week resolved. At a minimum the following thorough information shall be included in the report:

1. Method of call/inquiry was received (email/phone)

2. Date and Time call or email received

3. Date and Time request was resolved

4. Type of Customer (Merchant, Customer, DLA Energy, etc.)

5. Customer Name, DoDAAC, Branch of Service (BOS), customer phone # and/or email address used to contact Contractor

6. Merchant Name, inquirer name, and phone # and/or email address used to contact Contractor

7. Customer Service representative who supported the customer inquiry

8. Purpose of inquiry

9. Complete detailed explanation of inquiry and resolution

10. Unique inquiry tracking number

Metrics should be provided semiannually, to enable the PMO and the Contractor to identify areas where training is needed, or process improvements. Contractor metrics may be revised by the PM or KO. Revisions shall be made by Contractor within (30) business days.

11. Training Electronic Access System Training (EAS) The Contractor shall provide training resources to include but not limited to EAS help, EAS tutorials, user guides, quick helps and webinars which provide instructions for merchants and AIR Card® Program customers using the EAS.

The Contractor shall attend and present EAS functionality at customer locations as requested by the PM. If a customer requests the Contractor provide training, the Contractor shall inform the COR and PM within one (1) business day. The PM shall review and approve all Contractor conference attendance, training, marketing materials and methods ten (10) business days prior to training, distribution, and presentation. The Contractor shall revise training and materials as required by PM. The Contractor shall provide this service at their expense.

The Contractor shall provide EAS webinar training bi-weekly and at a minimum two (2) sessions a business day to accommodate the user and or merchant business location. The EAS training shall be user friendly customized to the user role. The Contractor shall have the ability to record training sessions (e.g., webinar, video, audio) upon the request of the PM. The recordings shall be made available to the PM no later than five (5) calendar days upon request. The Contractor shall maintain training materials in accordance with Training Content Review.

The Contractor shall provide conference training upon receiving a request from the PM. The Contractor shall provide actual presentations and materials to the PM and obtain approval/disapproval from the PM two (2) weeks prior to the training date. Revise training materials as required by the PM and keep training materials current in accordance with Training Content Review. Educate users on merchant responsibilities under the Contractor merchant agreements that are pertinent to the AIR Card® Program.

Contractor training materials and presentations shall not:

1) Imply Government endorsement of the Contractor’s product/service or of one Contractor over another.

2) Be promotional in nature; or

3) Use Government official seals and logos, unless otherwise approved in writing by both the KO and PM.

Training Content Review All Contractor training materials, and subsequent modifications, relative to the AIR Card® Program shall be submitted to the PM for written approval prior to initial dissemination or presentation. The PM will review materials for content and provide written approval/disapproval within ten (10) calendar days of receipt of the Contractor’s materials. Revisions shall be submitted to allow sufficient time to re-review without delaying distribution or presentation. The PM reserves the right to request edits to Contractor training materials at no additional cost. Training and materials shall be updated within (2) business days following system upgrades or enhancements and provided to the PM for approval.

12. Marketing The Contractor shall ensure continuous onboarding of new merchants.

13. Tax Exempt and Tax Reclamation Tax Exempt Status AIR Card® purchases made by DoD customers are exempt from domestic State and Sales tax. In addition to State taxes, accounts may be exempt from some local taxes or fees, depending on the city, county, or locality.