AIR Card PWS.pdf

PERFORMANCE WORK STATEMENT FOR U.S. GOVERNMENT AVIATION INTO-PLANE

REIMBURSEABLE CARD® PROGRAM

Section 1: INTRODUCTION

The Performance Work Statement (PWS) defines the Defense Logistics Agency Energy -Fuel Card Program Management Offices’ requirement for the charge card services and support of the U.S. Government Aviation Into-plane Reimbursement (AIR) Program. The terms AIR Card® and U.S. Government AIR Card® are registered trademarks with DLA ENERGY. The Charge Card Provider (CCP) shall function as the single focal point to the Government.

Section 2: BACKGROUND/CURRENT PROCESS

DLA Energy’s’ mission is to provide the Department of Defense and other Government agencies with comprehensive energy solutions in the most effective and economical manner possible. DLA Energy provides fuel and ancillary ground services which support the war fighter. The Government Fuel Card Program Management Office is an Office of the Secretary of Defense (OSD) level Program Office which manages several fuel charge cards to include the U.S. Government AIR Card® program. The following chart displays the historical trends of the AIR Card® program.

FY 06 FY 07 FY 08 FY09 FY10

Non Contract

Fuel Qty

34,925,139.75 30,426,266.59 33,990,376.76 30,327,719.83 34,332,298.13

Non Contract Fuel Sales $$

119,357,113,69 $110,267,265.30 169,164,757.68 119,781,962.74 140,887,270.40

Non Contract Transactions

60,529 55,674 51,268 51,209 56,941

Contract

Fuel Qty

1,981,753 180,653,126 218,078,501 217,259,741.00 262,911,329.00

Contract Fuel Sales $$

5,170,793.64 455,328,691.77 803,559,660.67 540,169,937.30 779,328,596.00

Contract Transactions

772 220,537 265,023 263,003 293,678

Non Fuel Sales 33,649,189.30 38,448,802.57 49,320,921.62 48,117,684.53 51,650,085.46

Non Fuel transactions

66,724 68,957 73,986 84,877 89,563

Cards 20,000 20,000 20,000 20,000 20,000

** FY 06 began in Jan 1, 2005

** FY 10 data inserted at the end of September 2010

DLA Energy awards contracts throughout the world to Fixed Base Operators (FBOs) and major fuel suppliers for the purchase of aviation fuel at commercial airports. These contracts are known as into-plane contracts and are primarily awarded when annual requirements exceed 15,000 gallons. There are over 500 into-plane contracts in place. The aviation fuel purchased is either a contract or non contract sale. A contract purchase as stated above is when a customer fuels their aircraft at a commercial airport that DLA Energy has an established contract in place. All contract fuel transactions are submitted to the Defense Finance and Accounting System (DFAS) which reimburses the merchant in accordance with the prompt payment act. The non contract fueling occurs when the customer fuels their aircraft at a commercial airport where no into-plane contract is in place but the CCP has an established merchant agreement. Ancillary ground services can also be charged to the card.

Both the non contract fuel and ground service purchases are reimbursed directly to the merchant by the CCP.

This process is identified as “split-billing”. Split Billing is the process the CCP performs to separate purchases of fuel from ancillary ground services on each invoice. AIR Card® transactions are executed electronically to DLA Energy, although some merchants continue to submit manual invoices to the CCP. Allowable fuel purchases made using the AIR Card® are from Defense Fuel Supply Points, Forward Operating Locations, DLA Energy CCPs, or non-contract local purchase commercial airports. The CCP is responsible for collecting, processing and split billing fuel invoices and non-fuel purchases. DLA Energy shall receive all fuel bills, and the ancillary/ground services are billed directly to the customer incurring the charge. The CCP interfaces with DLA Energy financial and other automated systems.

The U.S. Government AIR Card® Program office designates one charge card per aircraft. The AIR Card® Program offers various types of cards, including into-truck and any aircraft. Aircraft are owned and grouped within a customer account. Customer accounts reside within a hierarchy/approval structure. Customers are assigned roles which govern their ability to maneuver (view or update) account information. Accountable Officials (AO) have the responsibility for validating card usage. Some of the responsibilities the CCP has are managing AIR Cards®, training customers and merchants, billing, maintaining accurate and current agreements with merchants, maintaining and upgrading the hardware and software that mange the program, record-keeping, and coordination.

The DLA Energy Into-plane Contracting office provides copies of the fuel contracts in which the CCP must adhere to all section and clause instructions/definitions. All contract fuel transactions receive a valid unit price updated daily by a price file supplied by the Government.

The Government currently submits card and account changes via a manual and online process. When a customer requests a new card or an update to include (line of accounting, transferring, cancelling and reissuing) a card record is generated to a file. The CCP submits this file daily to the Government. The contents of the card file are the customer card changes in a predefined file format.

Section 3: OVERVIEW OF CONTRACT REQUIREMENTS

The purpose for this contract is to seek a CCP to provide a full range of charge card support services for the Defense Logistics Agency Energy U.S. Government AIR Card® Program which provides the DoD Military Services, Federal Civilian Agencies, State and Local Agencies, and Foreign Governments worldwide procurement of aviation fuel and related ancillary services at commercial airports.

3.1 Objective

It is the Government’s objective to have an AIR Card® program that operates at optimal efficiency and effectively while performing the following functions:

• Streamline ordering, procurement, payment, and administrative procedures;

• Provide enhanced Level III data on all transactions;

• Capability to handle split-billing between the Defense Finance & Accounting Service (DFAS) for fuel purchases and direct billing the incurring customer for ancillary ground services;

• Reduce administrative costs;

• Provide electronic invoicing and payment processing;

• Offer performance based rebates;

• Provide 24/7/365 customer service;

• Negotiate, obtain and pass on all discounts for fuel and ancillary services

• Partnerships in program management, control, and oversight to reduce fraud, waste, and abuse;

• Improve data management;

• Improve tax recovery;

• Support continued innovation;

• Streamline the dispute process;

• Provide convenience through integrated card capability;

• Follow commercial rules, procedures, and best practices to the maximum extent practical;

• Improve Government operations, particularly accountability and performance reporting;

• Provide checks and feedback to improve security and management control on financial transactions and processes;

• Create the platform for a wide range of Government functions and services to be accessed through a single card or system;

• Obtain detailed and tailored management reports;

• Provide convenience to the customer with ”real-time” transactional information; and

• Utilize state-of-the-art technology and technological advances.

The charge card provider shall use commercially available services to process large numbers of aviation fuel transactions received and provided to the Government as detailed enhanced level III data. Enhanced Level III Data includes full line-item detail in addition to the data in Level I and Level II. The data will include unit cost, quantities, unit of measure, product codes, product descriptions, ship to/from zip codes, freight amount, duty amount, order date, discount amount, order number, and other data elements as defined by the Associations or similar entity.

The CCP shall provide transactional and account data in DLA Energy defined file structures. The CCP shall be prepared to change/update system and processes, maintaining pace and compatibility with Government software modifications or updates at no cost to the Government.

The CCP shall have a robust and extensive network of worldwide fuel providers and ground handlers which accept the AIR Card® as a payment mechanism for fuel and ancillary ground services. The merchant network shall continually strive to grow their merchant base during the performance period. The CCP shall provide a secure real time internet based online system that displays transactional, card and account data as soon as customers or merchants update the data. The system shall handle automatic updates as soon as the user submits the request.

The CCP shall offer a program that provides but not limited to:

• Worldwide merchant acceptance;

• Data Collection Device;

• Authorization Controls;

• Transaction Authorizations;

• Card Requirements;

• Hierarchy Structure Requirements;

• Establishing and Maintaining Customer Accounts;

• Customer Service;

• Customer and Program Training;

• Split Billing Requirements;

• Payment Guidelines;

• Customer Billing (Invoicing) Requirements;

• Electronic Access Systems (EAS);

• Transaction Posting;

• Collaboration with Fraud, Waste, and Abuse Reviews;

• Record Retention and Retrieval;

• Reporting;

• Program Support;

• Start-Up Requirements;

• Security Requirements;

• Technology and the

• Continuity of Operations.

Section 4: WORLDWIDE MERCHANT ACCEPTANCE

The CCP shall facilitate an environment in which the Government AIR Card® and AIR Card® authorized products and services are accepted at or lower than their commercial counterparts. Currently the rate is 2.5%.

From the merchants’ perspective, the Government AIR Cards® and authorized ancillary ground services provided under this contract shall not have noticeable differences in processing costs, transaction fees, and other functions. It is important and necessary to maintain merchant willingness to accept AIR Card®.

Competitive merchant pricing is necessary to provide the government the greatest opportunity to avoid price gouging. The CCP shall provide copies of Merchant Agreements to the AIR Card® Program Manager as requested.

At a minimum, the CCP shall have maximum merchant coverage at commercial airports worldwide by contract award. The CCP shall have a mechanism in place to add new merchants to their network as required by the AIR Card® Program customers. The CCP shall promote the benefits of accepting the AIR Card® and recruit merchants that do not currently accept the card, and have the ability to upgrade the CCP or merchant’s data collection device (point-of-sale, internet, etc) on a regular basis. The CCP shall also conduct small business outreach efforts to include small and rural merchants. Other recruitment actions can include volume pricing/discounts, reduced transaction or merchant fees, etc. The Government will identify merchants for the CCP to recruit, where necessary.

The CCP shall ensure all existing merchant agreements are amended to include the acceptance of the AIR Card®. The CCP shall provide a report to DLA Energy that displays the merchant base coverage for the program at contract award, prior to the start of the contract and as requested by the AIR Card® Program Manager.

Merchants shall sign merchant agreements and the CCP shall ensure merchant eligibility set forth by the Excluded Parties List System (EPLS). The CCP shall update merchants of AIR Card® authorized products and services. The CCP shall ensure Merchants are aware that they shall accept financial liability if a charge is billed for and not on authorized list (see attachment B and C).

The CCP shall ensure the merchant base is aware of the procedures for authorizing and settling AIR Card® transactions for both fuel and non-fuel purchases. The CCP shall provide to the merchant, contact information for 24/7/365 program support. The CCP shall provide operating guidance to the merchants, which outline the program policies, guidance, authorized products/services, invoice and payment information and any other helpful instructions as requested by the AIR Card® Program Manager (AIR Card® PM). The merchant is a very important part of the business and additional communication is necessary to maintain a positive environment.

The CCP shall ensure tax exemption and other contract clause definitions are adhered to.

The CCP shall provide an online internet based FBO locator (Worldwide Merchant Directory) which identifies fueling locations around the world that accepts the AIR Card® as well as the merchants that have a DLA Energy Into-plane contract. Further FBO locator requirements are found in Section 15.

The CCP shall have a marketing plan approved by the Government which shall include surveys to poll the merchant base on areas of Government interest, and business or process improvements. The marketing plan shall be delivered for AIR Card® PM for approval prior to start up of the contract. Periodic reviews and distribution of surveys shall be required during the performance period. All results shall be provided to the AIR Card® Program Manager.

AIR Card® customers historically obtain fuel from a few fuel suppliers at commercial airports. The AIR Card® customer, as a “favored customer”, shall require the CCP to negotiate, obtain and pass on fuel discounts or savings. The CCP shall never act or presume the responsibilities of pricing or adjusting the price of a product or service purchased using the AIR Card®.

Discounts offered by merchants, vendors or fuel suppliers shall be passed to the government without any additional fees or markup made by the CCP. The CCP may charge merchants a transaction processing fee.

Transaction processing fees may not exceed industry standards and it shall not be in a range where it does not promote merchant acceptance of the program.

If the CCP has a contract or agreement with a fuel supplier or merchant or if the CCP enters into one during this contract period; then all fuel price savings shall be provided to the government. The CCP shall disclose all contract information to the Government.

AIR Card® customers obtain ground services from ground handlers at commercial airports worldwide. As a “favored customer”, the CCP shall negotiate, obtain and pass ground service discounts.

The CCP shall negotiate, obtain and provide DLA Energy all fuel volume savings at airports worldwide. Fuel supplier discounts shall be noted on the secure web based real time electronic access system (EAS), FBO locator, reports, etc. If the discount is taken at the point of sale (not passed through on the invoice), this information shall also be noted, to ensure the appropriate discount is applied and noted in the EAS.

The CCP shall obtain and pass on payment discounts to DLA Energy when the merchant is reimbursed within a shorter payment timeframe.

The CCP shall record and document all captured savings and provide to DLA Energy quarterly with the first report due no later than 15 April 2013 and as requested. See Attachment E for cost savings report requirements.

The CCP shall motivate and assist merchants to electronically submit fuel and ancillary ground service transactional data. Methods of submission to include but not limited to the following methods: web based receipt and invoice entry, XML, ANSI X12, etc.

The CCP shall do business with merchants who are approved thru the Central Contractor Registry (CCR) and are eligible to receive government contracts. Debarred merchants shall not conduct business with the Government.

The CCP shall have the ability to setup pre-arrangements with non-accepting merchants, to include third party processing and payment.

Section 5: DATA COLLECTION DEVICE

The CCP shall provide commercial data collection devices when requested at no cost to the Government. DLA Energy Into-plane contractors shall not incur a charge for using the data collection devices and for transaction processing.

The CCP shall have the ability and provide the ability to the Government to pre-authorize the AIR Card® presented for payment (CONUS and OCONUS) and block unauthorized purchases such as hotel accommodations or taxi charges.

The CCP shall have the ability to accept, convert and process a variety of languages and currencies and provide all transactions to DLA Energy in U.S. dollars and U.S. gallons and in English.

The CCP shall have the ability to obtain and pass enhanced level III data from the merchants to the Government. The CCP shall ensure enhanced level III data will remain with the transaction through the entire processing cycle. ONLY Level III data is accepted by the Government under this contract. Data received by the CCP or the Government shall immediately be returned to the merchant.

The CCP shall provide a worldwide electronic solution for providing fuel and non-fuel sales information to the Government.

The AIR Card® shall be accepted in a closed loop network ensuring it is accepted at military installations.

The data collection devices shall transmit at a minimum debit and credit transactions, and enhanced level III transaction data. The enhanced level III data definition is found in Attachment A – AIR Card® Data Dictionary.

The CCP shall program and maintain AIR Card® software which shall be uploaded onto data collection devices.

The Government will occasionally require product code and stock number updates. The CCP shall have the ability to update all data collection devices - immediate updating of devices is preferred. The CCP shall provide a report that at a minimum identifies all data collection methods/devices and the service provider.

Section 6: AUTHORIZATION CONTROLS

The CCP shall define its standard commercial or developed authorization controls available during the transaction authorization process. The controls shall prevent unauthorized fueling and other purchasing behaviors.

6.1 Transaction Authorization:

The CCP shall have a system which provides domestic and international transaction authorization support, 24/7/365.

If authorization controls are provided the following shall apply:

The authorization system shall have a backup system in place should the CCP’s normal authorization system malfunction or become otherwise inoperable. The CCP shall provide immediate override capabilities or manual approval code for the merchant. The CCP shall immediately contact the AIR Card® Program Office or CPM of the override transaction. The CCP shall have a method in which to ensure that the request to override a transaction is from an authorized individual. In accordance with standard commercial practices, the CCP shall monitor account transactions to identify any unusual spending patterns or frequencies (for example, identifying multiple purchases having the characteristics of a “duplicate purchasing” pattern; generating alerts of attempted purchases at excluded merchants; notifying the Government through exception reporting of any unauthorized purchases).

6.2 Exception Reporting:

The CCP shall provide exception reporting at the transaction-level. The customer may choose and establish limits for exceptions to include at a minimum:

• Purchase Amount Limit

• Fuel quantity

• Multiple Daily Fuel Purchases

• Price Per Unit

• Purchase Amount

• Fuel Product

Section 7: CARD REQUIREMENTS

The International Organization for Standardization (ISO) designation must be proprietary to the U.S.

Government AIR Card® Program sponsored by DLA Energy.

U.S. Government AIR Cards® are assigned to a specific aircraft not personnel with the exception of ANY AIRCRAFT and Into-truck cards. Any Aircraft (ANY ACFT) Cards may also be assigned to specific unit rather than aircraft. This allows any aircraft to refuel using that card. It is a designation on certain AIR cards which identifies the unit to be charged for fuel lifted in situations where the charge card assigned to the tail number is not the incurring unit. These cards must stay in the unit/wing/squadron’s possession at all times. Into-Truck (INTO-TRCK) Cards allow the fueling unit to purchase bulk fuel to re-fuel an aircraft.

The U.S. Government AIR Card® purchases shall be restricted to aircraft aviation fuel purchases and Government authorized ancillary services. See the U.S. Government AIR Card® Authorized Product Code Table located in Attachment B and the Authorized Ancillary/Ground Service List located in Attachment C.

Customers shall have the ability to perform the following card actions using the EAS, email or phone requests.

Some AIR Card® customers do not have internet capabilities and therefore the CCP shall update the EAS when requests are received by email, fax or phone:

• Request new cards

• Request replacement cards

• Update line of accounting (LOA) information on the card

• Transfer cards within the Service, Agency or State (see below for actual requirement)

• Cancel cards

• Cancel/Reissue cards

Further details on card requests is found in Section 15 – Electronic Access System (EAS)

Note: All card request approvals are subject to DLA Energy, Service, Agency or State defined hierarchy permissions.

The CCP shall perform and pass pre-approved quality assurance checks on all AIR Cards® used by the government during the contract period. The CCP shall provide a quality assurance plan for approval by the Government 6 weeks following contract award. The CCP shall maintain accurate line of accounting including aircraft identification on each card.

The CCP shall ensure ONLY one card is assigned per aircraft.

The U.S. Government AIR Card® Program offers various types of cards, including into- truck and any aircraft.

The CCP shall own or operate embossers that allow card creation no later than two (2) hours following the customer’s request.

Cards shall be mailed the same day (6 am - 6 pm EST) as the approved card request is received by the CCP or processed using the EAS. The CCP 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 DLA Energy prior to initial card delivery.

When requested, the CCP shall have the ability to securely and/or electronically issue card numbers to customers immediately after receipt of an approved card request and prior to card delivery and physical receipt.

The CCP 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).

The CCP shall have the ability to emboss and encode the AIR Cards® ensuring they are readable by the data collection devices.

AIR Cards® require termination when aircraft ownership is transferred outside the branch of Service, Agency or State. The gaining customer must request issuance of a new card.

Any Aircraft and Into-truck cards are assigned to a specific customer. Approval for these card assignments must be granted by the CPM or the AIR Card® Program Office. Ownership of Any Aircraft and Into-truck cards shall not be transferred.

The CCP shall maintain history of aircraft ownership for each customer/account, to include, but not limited to the date and time a customer assumes ownership and terminates aircraft ownership, and dates and times for all customer points of contact assigned to an account. The CCP must maintain accurate accounting of ownership to ensure the accurate customer billing.

Incognito customers who do not wish to be identified as Military or Government will need a payment mechanism (charge card) that will tie back to their AIR Card® account and flow to DLA Energy as normal AIR Card® purchases.

No classified information shall process through the CCP processor.

7.1. Card Fees

Card fees (e.g., card stock, card issuance fees, annual fees, etc) are at the CCP’s expense.

There shall be no cost card acceptance and transactional processing at all military installations.

7.2 Card Design:

The CCP shall submit various AIR Card® background designs for DLA Energy approval. The CCP shall have the ability to accept design changes or other design images submitted by DLA Energy. The CCP shall be responsible for the embossing/printing of the cards. This includes, but is not limited to, the DLA Energy seal and the words “U.S. Government AIR Card® Aviation Into-plane Reimbursement” and “For Official Government Use only”. The final AIR Card® model shall be submitted to the AIR Card® Program Manager, for written approval, no later than 6 weeks after contract award. The CCP shall immediately correct and replace, at its own expense, any cards issued that contain CCP-caused errors. The Government, at the CCP’s expense, reserves the right to add or revise the card design during the contract period.

7.3 Sample Card Requirements:

The AIR Card® Program Manager may request “sample” cards intermittently for demonstration or quality testing purposes only. Sample cards shall have the appearance of the final card model, with the embossing and printing required for each business line but have no charge capability. Sample cards shall have “NOT VALID FOR PURCHASE” prominently printed or embossed on the face of the card. The AIR Card® Program Manager may request “vanity cards” for the Program Office and KO’s use. The cards shall be embossed with the name and job title of the individual.

7.4 Test Card Requirements:

DLA Energy may intermittently request “test” cards for testing purposes. Test cards may be blank, have a unique test card appearance, or may appear the same as the cards described herein. Test cards will have limited charge capability. These cards may be used to test card quality, inter-agency payment systems, and other emerging processing capabilities as they become available under this contract. Test cards shall have “TEST CARD” prominently printed or embossed on the face of the card.

The CCP shall provide to DLA Energy Camera ready art of the final finished card model, as requested.

7.5 Emergency Account Set-Up:

The CCP shall process and send cards immediately upon the request of the AIR Card® Program Manager or KO to include international requests. These requests include, but are not limited to, responses to natural disasters (e.g., hurricanes, earthquakes), threats to national security, and military mobilization. Where the Government provides oral instruction to set-up an account and issue a card, written/electronic confirmation will follow within three (3) working days of the oral authorization.

7.6 Short-Term Account Set-Up:

The CCP shall issue short-term cards/accounts as requested by the AIR Card® Program Manager or KO.

These requests are generally in response to special events (e.g., historic events) or in response to emergencies as described in Emergency Account Set-Up and Card Delivery. The CCP shall have a method of deactivating or cancelling these short-term cards/accounts at the end of the specified period through short-term expiration dates, card/account cancellation, or other methods acceptable to the Government.

7.7 Verification of Card Receipt:

The CCP, at its expense, shall verify the receipt of every card issued during the transition phase of the contract.

Standard card activation procedures may be considered verification. Tracking and reporting the card activation phase is required and shall be provided to the AIR Card® Program Manager.

7.8 Card Embossing Guidelines and Magnetic stripe Information:

7.8.1 Face Side of the AIR Cards®:

The CCP shall be able to emboss/print each card with the following unless alternate instructions are provided by DLA Energy.

EMBOSS:

a) Account Number/Card Number;

b) Customer Agency/Organization Identification (alphanumeric).

c) Aircraft tail number

d) Expiration Date.

1234 1234 0000

N12345

USN

1234 1234 0000

ANY ACFT

USN

The sample cards display the relative positions of each line available for embossing.

AIR Card® – assigned to tail number Any Aircraft card -

Assigned to customer

Into-truck card – Assigned to customer Incognito card – layout submitted by CCP

All U.S. Government AIR Cards® have the Card Number (ISO, card number, check digit) embossed in raised print.

The AIR cards® will have a total of four (4) possible lines which shall be embossed. The content of each line is described below.

Card Type

AIR Cards® Any Aircraft or Into-truck Cards

1234 1234 0000

INTO-TRUCK

USN

1234 1234 0000 0000

Card Description Assigned to specific aircraft Assigned to specific customers

Line One Card Number (16 digits) Card Number (16 digits)

Line Two Tail Number (up to 10 alphanumeric characters) ANY ACFT or INTO-TRUCK

Line Three Branch of Service or FedCiv Agency abbreviation

Branch of Service or Fed Civ Agency abbreviation

Line Four Expiration Date (MM/YY) Expiration Date (MM/YY)

7.8.2 Magnetic Stripe

The magnetic stripe on AIR Cards® shall be encoded for data collection devices repeated usage. The CCP shall provide the magnetic stripe layout to the AIR Card® as requested.

7.8.3 Cardstock

The CCP will order AIR Card® cardstock on behalf of DLA Energy and ensure there is adequate stock always available. There shall never be a delay in delivering a card to a customer due to cardstock shortages. The cardstock shall be of standard charge card size (dimensions of 3.375" x 2.125" (85.6mm x 54mm) and a thickness of 30 mil (.030"/.76mm).

The cardstock quality shall be durable, clean and free of defects. The cardstock shall have to withstand variations in air pressure and temperatures during flights.

7.8.4 Back of Card:

The back of the U.S. Government AIR Card® stock print shall have the following information:

24-HOUR SERVICE: USA & TERRITORIES OR CANADA: (insert phone #) OUTSIDE THE UNITED STATES: (insert phone #)

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 CANCELED OR LOST/FOUND, THE CARD ITSELF SHOULD BE SENT TO (insert address).

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

DLA Energy Fuel Card Office AT 1-877-352-2255.

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.

7.9 Initial Rollout of Cards:

All AIR Cards® provided to customers during the initial rollout will be at the CCP’s expense and shall be inactive upon receipt.

7.10 Card File Requirement:

The CCP shall submit a daily card file to DLA Energy. The card file shall contain customer generated or requested AIR Card® changes made during the business day. The changes shall include new card requests, updates to lines of accounting, transfers and cancellations. Card file updates shall be updated “real time” in the EAS system. Customers may choose to call in or email card requests due to connectivity issues. The CCP shall complete these requests the same business day as the request is received and the results shall be “real time” accessible/viewable in the EAS system.

During the start up phase all card records must be on file within the EAS system and DLA Energy systems.

The CCP shall send a full card file, via a secured FTP process, to DLA Energy which accounts for all AIR Cards® created during start-up phase of the program. The card file format is found in Attachment D. The card records shall be valid and accounted for within the EAS system and DLA Energy systems. Accurate card numbers and line of accounting information shall be approved by the AIR Card® Program Office prior to the beginning of the performance period.

Line of accounting information is entered by the customer when requesting a new card, updating or transferring.

At a minimum, the following data elements are mandatory for creating a line of accounting: DoDAAC, Fund Code, Signal Code and effective date. The CCP shall not provide a card if the LOA is missing or invalid. The line of accounting consists of the following data:

Line of Accounting Fields

DoDAAC - Department Of Defense Activity Address Code is a six position code that uniquely identifies a unit, activity or organization that has the authority to requisition and/or receive materiel. The first position designates the particular Service/Agency element of ownership.

Fund Code

Signal Code

Sub Account

SUPPAC – required when signal code is “B”

Effective Date

7.11 Card Delivery:

AIR Cards® shall be delivered 45 calendar days prior to the beginning of the performance period, unless otherwise requested by DLA Energy. New cards with new account numbers shall be issued under the terms and conditions of the new contract at the CCP’s expense.

Card delivery shall be at the CCP’s expense. Card delivery methods shall include common carriers such as, but not limited to the U. S. Postal Service, DHL, Federal Express, and UPS. The CCP shall use the delivery method specified by the customer. The CCP shall have the card delivery method available on the EAS for customer selection.

7.12 Card Activation:

Cards shall not be activated earlier than the start of the performance period.

The CCP shall ensure that activation procedures for the card are provided with card issuance and delivery to the customer, unless otherwise specified by DLA Energy.

NOTE: CARD/ACCOUNT EFFECTIVE DATES SHALL NOT BE PRIOR TO THE PERFORMANCE PERIOD

OF THE CONTRACT.

7.13 Liability:

The account holder will notify the CCP when it becomes evident that there is possible unauthorized use of the card. The account holder accepts liability only for those authorized charges, as defined in attachment B and C, made by an authorized account cardholder using the AIR Card® but shall not be liable for any unauthorized use.

Unauthorized use means the use of a charge card by a person, other than the cardholder, who does not have actual or implied authority for such use and from which the cardholder receives no benefit.

When a card is lost or stolen the customer will immediately cancel the card. If the CCP is aware of a lost or stolen card and possible misuse, the CCP shall immediately contact the account customer and AIR Card® Program Manager. The account customer shall not be liable for charges billed to a lost or stolen card.

Section 8: HIERARCHY STRUCTURE REQUIREMENT

The U.S. Government AIR Card® Program established a hierarchal account structure which consists of five levels. The card user when referenced is the “virtual” sixth level. In order to identify ownership of aircraft and cards each HL2 CPM level represents a Military Service, Agency or State. The unit, wing or squadron is then identified by drilling down the chain of command of the hierarchy. Channels of communication flow through the structure supporting the customer base by providing guidance, training, policies and approval. The structure is defined as:

Hierarchy Level Customer at the Service/Agency

Level 1 (HL1) DLA – Energy Fuel Card Program Office and Contracting

Level 2 (HL2) Service/Agency Component Program Managers

Level 3 (HL3) Service/Agency Program Coordinators at the Major Command

Level 4 (HL4) Service/Agency Program Coordinators at the Subordinate Command

Level 5 (HL5) Accountable Officials and Certifying Officers

Level 6 (HL6) AIR Card® user (pilots, flight crew, etc)

The CCP shall setup and maintain an accurate user role management process based on the hierarchy structure defined above. The CCP shall provide the ability for customer access with limited ability to cross services as specified by DLA Energy.

Each hierarchy level below the HL2 may have one or many HL3 which may have many HL4 which may have many HL5 accounts and users.

HL3 – FORSCOM

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

HL5- Aviation Brigade(s)

HL5 – Aviation Battalion(s)

HL5 – Aviation Unit level(s)

The Level 5 (HL5) may have many points of contact assigned. A minimum of one POC must be assigned at the HL5 level on an account. The contacts assigned to these roles shall only receive access to the program when approved by the Service or Agency CPM or the AIR Card® Program Office.

The CCP shall maintain historical account point of contact information for audit purposes which shall be made available to the Government upon request.

Section 9: ESTABLISHING AND MAINTAINING CUSTOMER ACCOUNTS

9.1 Account Requirement:

The CCP shall have an ISO prefix unique to the AIR Card® program. The CCP shall, within a common numbering system, assign a Government-unique account number to each customer account and card issued under the contract.

The CCP shall not utilize the same numbering system or sequence for other business purposes, including other federal Government contracts.

It is imperative that the numbering system be unique to DLA Energy and to this contract, as it serves as an important control mechanism. DLA Energy reserves the right to require multiple prefixes, separate numbering systems or sequences for control purposes. The CCP shall provide DLA Energy a list of the Bank Identification Numbers (BINs) that they will be utilizing for the purposes of this contract with their proposal submission. All BINs provided by the CCP must be approved by DLA Energy before cards are developed for this contract.

The CCP shall maintain history of contacts assigned to an account throughout the contract performance period.

9.2 Account Set-Up:

The AIR Card® Program Office will provide a master file containing account and customer point of contact information. The CCP shall:

a) Establish accounts and assign a customer numbering system;

b) Provide authorization controls as specified in the Authorization Controls section;

c) Provide single randomly generated account numbers with the ability to have multiple sub-accounts each with individual card numbers; and

d) Make cards/accounts valid the duration of the contract.

e) Establish user roles (HL5) per account

1) Accountable Official (one to many)

2) Certifying Officer (one to many) also known as billing official; and

f) Assign and maintain POC (point of contact) information per role/account and

g) Create Roles Management for users. See attachment H for further requirements.

The CCP shall retain contact information for each role above: Name, Address, Phone Number, Email Address, Fax Number and Training Date. All fields are mandatory with exception of Fax.

Phone numbers may be local numbers with an area code or international. The CCP shall provide capability for PMO and CPMs to update user information using the online system.

Customers must have the ability to enter and maintain their contact information through a real time internet based online (EAS) system. When a customer is removed the CCP shall archive the contact record for future reference and reporting. The hierarchy approval process shall be in place four months prior to the start of the performance period, allowing for the approval of the customer by the HL1 or HL2 prior to account assignment and system access.

Customer Information the CCP shall store as a minimum:

DoDAAC

Customer Number

DoDAAC Name

DoDAAC Address

City

State

Zip

Country

Accountable Official

Type: (Primary or Alternate)

Branch of Service

Unit/Wing/Squadron

AO Title

AO Last Name

AO First Name

Address

City

State

Zip

Country

Email Address

DSN

FAX

Phone (Country code, area code, phone number)

Extension

Certifying Officer:

Type: (Primary or Alternate)

Branch of Service

Billing Customer Name

CO Title

CO Last Name

CO First Name

Address

City

State

Country

Email Address

DSN

FAX

Phone (Country code, area code, phone number)

Extension

Card Shipping Address:

Shipping Address

City

State

Country

HL1, HL2, HL3, HL4, HL5 contact information shall be provided and maintained accurately by the CCP during the performance period.

Section 10: CUSTOMER SERVICE

The CCP shall provide skilled personnel together with the supervisory, management, and administrative services necessary to successfully meet the Government’s requirement. The CCP shall ensure that all customers receive exceptional professional and timely support. No customer shall be stranded without a fueling/service solution.

10.1 Key Personnel Definition:

Personnel identified as key individuals are assigned to participate in the performance of the contract. These individuals are designated “key personnel” by agreement of the Government and the CCP during negotiations.

10.2 Key Personnel Categories:

The skill categories should include but not limited to program management, customer support, financial and billing, IT, marketing, quality and training.

10.3 Key Personnel Responsibilities:

Program Manager: The CCP shall designate a Program Manager for DLA Energy for responsibilities including but not limited to:

• Oversight of the entire program;

• Day-to-day and special support activities;

• Contract support;

• Transition Support;

• Implementation;

• Merchant support;

• Billing;

• Reconciliation;

• Disputes;

• Coordination;

• Problem solving;

• Pilot programs;

• Customized services;

• Training;

• Information Systems Support; and

• Investigations and audits

Customer Service Manager: The CCP shall assign a Customer Service Manager (CRM) whose job is to oversee services including, but 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, training);

• Program operation (e.g., fuel and/or transaction support, individually and centrally billed account inquiries, reporting lost/stolen cards, billing, disputes, reconciliation, customer service).

IT Manager: The CCP shall assign an IT Manager whose job is to provide support for the electronic systems, implementation and integration (e.g., development of EAS/EC/EDI processes, guidance, implementation support, program support, mapping, trouble-shooting, systems documentation, testing).

Marketing: Ensures the program is advertised throughout the aviation community and manages the merchant base.

Quality: Ensures internet application processes, reports, documentation and customer support materials are accurate. Participate in testing applications.

Training: Create and update training materials for customers and supports training classes or webinars when

These individual shall be well versed in all aspects of the AIR Card® program, readily accessible, and be an overall point of contact for the KO and AIR Card® Program Office. The CCP shall also designate an alternate in the event of the absence of the primary point of contact. The CCP shall provide key personnel support for DLA Energy from 7:00 a.m. EST until 6:00 p.m. EST. 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 by DLA Energy Management for a data pull with an immediate turnaround time, and 3. Support of a national disaster.

10.4 Replacement of Key Personnel:

The Key Personnel assigned to the roles of Program Manager, CSM and IT Manager shall remain in their assigned positions for 120 days following the start of the contract performance period. The CCP shall provide 10 calendar days notification to the KO and AIR Card® Program Manager, when key personnel are removed, replaced, or reassigned either permanently or temporarily. If one or more of the key personnel are unavailable for work under this contract for a continuous period exceeding 30 calendar days, the CCP shall immediately notify the KO and AIR Card® Program Manager, and provide a temporary replacement. Any key personnel must be replaced within 30 calendar days from the date of a position vacancy. The CCP 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 CCP shall submit the same type of information to demonstrate qualifications of replacements as was submitted with the proposal for the original key personnel. The CCP shall provide a temporary replacement as an interim measure until key personnel are replaced.

10.5 Additional AIR Card® Program Support Personnel:

The CCP shall provide the required personnel to fully and successfully accomplish the Government’s requirements. The following support personnel categories are required:

Customer Service Representatives (CSRs): The CCP shall provide customer service personnel to support the AIR Card® program customers and the merchant community. The CSR shall, at a minimum, be accessible to both domestic and international cardholders 24/7/365. The customer shall have different avenues available to submit these requests (phone, EAS, email, fax, etc). The CCP shall offer customer service in the same languages as offered to commercial customers in the U.S. (e.g., English and Spanish) and shall provide customer service in other languages. The services of the CSR shall include, but are not limited to, setup of new accounts, issue/reset system access, fuel arrangements, transaction authorization and verification, disputes, reporting of lost or stolen cards, cardholder account inquiries, providing copies of receipts, etc. CSRs shall be well versed in the AIR Card® program and have unique knowledge of Government accounts and account usage, both international and domestic.

IT Support Staff: The CCP shall designate an IT staff. At a minimum, the support staff shall provide IT support for the CCP electronic systems, implementation and integration support (e.g., development of program processes, guidance, implementation support, mapping, trouble-shooting, systems documentation, testing, etc).

10.6 Customer Service Metrics:

The CCP shall provide customer service metrics for all areas of customer service on which they will be evaluated. In addition, the CCP shall propose minimum performance standards against which they will be evaluated. DLA Energy reserves the right to add to/edit the metrics/performance standards proposed by the CCP and will use CCP responses to develop uniform performance standards for all CCP’s during the performance period.

Performance Standards for these metrics and others shall be consistent with the commercial standards. The CCP shall report back to the KO and AIR Card® Program Office a pass/fail score. For example, if the industry standard for “call abandon rate” is to not exceed 3%, then a 2% abandon rate would be a passing score whereas a 4% abandon rate would be a failing score.

Reports showing failing scores shall be accompanied by a strategy for improvement for each area in which a deficient score is achieved. Reports are due to the KO and AIR Card® Program Office monthly.

10.7 Other Considerations:

All key CCP personnel who work in the performance of this contract shall be acceptable to the Government in terms of professional conduct. Employment, staffing and training difficulties will not be justification for failure to meet established schedules, and if such impairs performance, the CCP may be subject to termination for cause.

The CCP shall track and record customer and merchant inquiries and provide this information in reports submitted weekly to the KO and AIR Card® Program Manager.

At a minimum the following shall be reported weekly to the AIR Card® Program Office:

The CCP shall provide a weekly log of customer service calls and inquiries. Metrics should be provided to enable DLA Energy and the CCP to identify areas where training is needed or processes require improvements. At a minimum the following information shall be included in the report:

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

2. Date and Time call 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)

6. Customer Service representative who supported customer

7. Purpose of inquiry

8. Detail of situation and resolution

The CCP shall maintain a staff that can handle the volume of customer support requests. Fuel support must receive immediate attention and resolution. A customer and aircraft shall never be stranded without fuel and a fuel payment solution.

Foreign Governments, embassies, etc submit and require oral communications in non English speaking methods. The CCP shall communicate and support customers and merchants in various languages to meet the needs of the AIR Card® Program. The CCP shall have the ability to translate documentation into English.

The CCP shall provide pre-arrangements and special arrangements to setup fuel purchases at commercial airports where there are no payment acceptance procedures in place. The CCP may need to work with Defense Attaché Officers (DAO), embassies and other personnel to set up the charge card arrangements.

Section 11: CUSTOMER TRAINING

The CCP shall provide training in accordance with the guidelines outlined in this section. The CCP, as requested, shall develop, distribute and provide training materials and resources for DLA Energy and the AIR Card® Program customers. DLA Energy must approve all materials and methods prior to distribution. Training shall include all aspects of the EAS including (how to use an AIR Card®, online account management, etc). The CCP shall provide training methods, which include but not limited to, in person meetings, tutorials, online help tools and web based online training.

The CCP shall update all training materials prior to moving the system code changes into production. The customers shall be able to access the training materials and download in a variety of methods.

The CCP, as requested, shall cover topics of interest, such as commercial best practices current events, trends, electronic access, account reconciliation, account set-up, fraud and misuse detection and avoidance, etc. Role based training shall be offered to allow a participant to gain a thorough understanding of their assigned role.

For the role based training, participants shall have an…