Atch 1 - MPF CSS PWS.pdf

PERFORMANCE WORK STATEMENT

For

Customer Support Services

AT

Military Personnel Flight (MPF)

Hurlburt Field

Florida

1 September 2020

CONTENTS

1.0 DESCRIPTION OF SERVICES 3

2.0 SERVICES SUMMARY 8

3.0 GOVERNMENT FURNISHED FACILITES SERVICES AND PROPERTY 9

4.0 GENERAL INFORMATION 11

APPENDICES

APPENDIX 1 WORKLOAD ESTIMATE 18

APPENDIX 2 APPLICABLE PUBLICATIONS 19

1. DESCRIPTION OF SERVICES

1.1. The Customer Support function of the Military Personnel Flight (MPF) Program consists of non-personal services for the administration and support of the human resources and personnel programs conducted at Hurlburt Field, Florida.

1.2. The MPF is the single manager of Military Personnel Data System (MilPDS) for all units and members serviced, whether on base or geographically separated. The mission of the MPF is to provide quality personnel support through the administration of personnel programs for commanders, Air Force members, Air Force family members, and retirees, and to administer Air Force personnel programs in both peacetime and wartime.

1.3. Description of Services. This is a non-personnel services contract. The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform customer support services as defined in this Performance Work Statement except for those items specified as government furnished property and services. The contractor shall perform to the standards in this contract.

1.4. Customer Service. The contractor shall provide Defense Enrollment Eligibility Reporting System (DEERS) for five (5) Real-time Personnel Identification System (RAPIDS) terminals at Hurlburt Field, Automatic Records Management System (ARMS)/Personnel Records Display Application (PRDA), Military Personnel Data System (MilPDS), Common Access Cards, Casualty Support, Adoption, Citizenship, INTRO, Family Care Plans, Service Group Life Insurance/Family Service Group Life Insurance (SGLI/FSGLI), and shared programs with Finance Defense Joint Military Systems (DJMS), Master Military Pay Accounts (MMPA), and Leave Web programs.

1.4.1. The contractor shall process personnel identification transactions in accordance with AFI 36-3026 IP Vol 1, Identification Cards for Members of the Uniformed Services, Their Eligible Family Members, and Other Eligible Personnel and DoDI 1000.13, Identification Cards for Members of the Uniformed Services, Their Eligible Family Members, and Other Eligible Personnel.

1.5. Roles

1.5.1. Site Security Manager (SSM). The contractor shall provide two site security managers for each RAPIDS site who are responsible for activating all RAPIDS users and assigning roles for new and existing users; maintain and update local control of system security by adding and assigning Verifying Official (VO) and Super Verifying Official (SVO) roles to users; manage ID card stock and consumables; maintain necessary records for audit IAW RAPIDS/VO; and function as a VO. One SSM must be physically available on site at all times during RAPIDS operations.

1.5.1.2. Super Verifying Official (SVO). The contractor shall provide a minimum of one Super Verifying Official who will manage and examine the audit trails; train new VOs on RAPIDS workstation using RAPIDS training guide; ensure that all VOs understand their responsibility to read and understand the "Message of the Day"; Download and install new RAPIDS software when instructed to do so; and verify the identity of VOs. SVO may also perform duties of a VO.

1.5.1.3. Verifying Official (VO). The contractor shall provide verifying officials capable of meticulously verifying and validating the identity of subscribers; receive substantiating documentation necessary to issue; verify correctness; and enter subscriber’s information in an effort to generate subscriber Common Access Card (CAC) or Teslin’s as applicable. VO’s must also be capable to assist subscribers in resetting Personal Identification Number (PIN) of CAC when necessary.

1.5.1.4. The contractor shall review appropriate documentation to verify identity and eligibility for identification card requests through DEERS inquiry and preparation of DD Form 1172-2, Application for Identification Card/-DEERS Enrollment. The contractor shall process DEERS enrollment of eligible family members and issue identification cards as applicable IAW Defense Manpower Data Center (DMDC). The contractor shall issue and retrieve Common Access Cards or machine-readable Teslin cards as applicable. The contractor shall reestablish PIN on CAC when locked or forgotten, and prepare and distribute CAC “return forms” as required.

1.5.1.5. The contractor shall retrieve and revoke IAW DoDI 1000.13AFI 36-3026 IP Vol 1; the ID card upon separation or retirement from service; ID cards that are not retrieved in person shall be requested by return receipt letter with a 30 day suspense for return of the identification card.

1.5.1.6. The contractor shall retrieve IAW DoDI 1000.13 AFI 36-3026 IP Vol 1 ID cards from dependents whose privileges have been revoked or are no longer eligible; ID cards that are not retrieved in person shall be requested by return receipt letter with a 30 day suspense for return of the identification card.

1.5.1.7. The contractor shall perform enrollment/ disenrollment of eligible beneficiaries IAW DoDI 1000.13 AFI 36-3026 IP Vol 1.

1.5.1.8. The contractor shall submit required forms and expired/revoked/unusable CACs to DMDC as directed by DMDC IAW RAPIDS Training Guide CPF.

1.5.1.9. The contractor shall provide guidance and assistance to member and/or dependents with directions for processing applications for dependency determination and issue cards as appropriate IAW DoDI 1000.13 and AFI 36-3026 IP Vol 1.

1.5.1.10. The contractor shall provide guidance, verify eligibility and issue identity cards as required to former spouses to include Un-Remarried Former Spouse (URFS), Un-Married Former Spouse (UMFS), Un-Remarried Widow (URW), and Un-Married Widow (UMW) for an ID card IAW 36-3026 IAW DoDI 1000.13 AFI 36-3026 IP Vol 1.

1.5.1.11. The contractor shall provide guidance and assist members with completing their SGLI online via SOES IAW Servicemember’s Group Life Insurance Online Enrollment System (SOES) PSD Guide.

1.5.1.12. The contractor shall process SGLI/FSGLI Requests for Accessions IAW Process SGLI/FSGLI Requests for Accessions.

1.5.1.13. The contractor shall perform Case Management System Transactions (CMS) IAW

AFCSM 36-699 V1.

1.5.1.14. The contractor shall administer Dress and Personal Appearance Program AFI 36-2903.

1.5.1.15. The contractor shall process Leave Requests & administer military leave, permissive and special leave authority IAW AFI 36-3003 and DFAS-DEM 7073.2 V2 Leave Web site rules.

1.5.1.16. The contractor shall administer Family Care Program IAW AFI 36-2908/PSD and MPF/Financial Services Office Marital Status Interface Transaction Register.

1.5.1.17. The contractor shall process Marriage/Divorce/name change actions IAW AFI 36-3026 IP Vol 1.

1.5.1.18. The contractor shall perform Naturalization/Citizenship actions IAW MPFM 00-0.

1.5.1.19. The contractor shall process Caregiver Agent Documents & Maintain Visitor Center Annual Pass IAW AFI 36-3024, DoDI 1342.24 and AFI 36-3026 IP Vol 1.

1.5.1.20. The contractor shall process RIPS/MILPDS Roster/OBIEE Products IAW AFI 36- 3024, DoDI 1342.24 and AFI 36-3026 IP Vol 1.

1.5.1.21. The contractor shall process CMS as Customer Support cases dictate w/regard to marriage/divorce, SGLI/FSGLI, Over Due Gains, Accessions, and other CMS cases that fall under customer support. DJMS Rejects/MMPA IAW AFI 36-3024, DoDI 1342.24 and AFI 36- 3026 IP Vol 1.

1.5.1.22. The contractor shall perform Transaction Register (TR) Actions AFI 36-3024, DoDI

1342.24 and AFI 36-3026 IP Vol 1.

1.5.1.23. The contractor shall process request for transitional compensation for abused dependents IAW AFI 36-3024, DoDI 1342.24 and AFI 36-3026 IP Vol 1.

1.6. Program Management. The contractor shall monitor new arrival gains, and ensure members make an election to confirm and to certify SGLI/FSGLI via verification through Servicemember’s Group Life Insurance Online Enrollment System. The contractor shall assist in clarification of the Dress and Appearance, Military/Special Leave/TDY Authority, and Family Care Instructions. Performance requirements, as identified.

1.7. Automatic Records Management System (ARMS) Access and Referral. The contractor shall assist personnel requesting documents; provide service to walk-in customers with a valid request to include access, screening, reviewing, and auditing of their own military personnel record in ARMS. The contractor shall make referrals to appropriate work centers to meet member’s need to correct any discrepancy of a document in ARMS. The contractor maintains the ARMS access list. The contractor shall notify AFPC of changes to the ARMS access list and provide training to personnel requesting assistance, on accessing E-records. The contractor is the focal point for other organizations (Casualty, Legal, etc.) that do not have access to ARMS.

1.7.1. ARMS/PRDA Accuracy. As new SGLV forms are created by accessions, the contractor shall verify/update MilPDS and forward original copies to AFPC for scanning and maintain a suspense copy until verifying AFPC has scanned the document(s) into ARMS/PRDA. All other military members will update their SGLV elections in the SOES self-service system. The contractor will process SGLI/SOES related CMS cases and TR's as applicable. Performance requirements, as delineated in Appendix 1.2, below, are calculated monthly based on the aggregate of the workload at each installation.

1.8. System Administration and Performance. The contractor shall provide accurate system administration, and security of MilPDS entries. The contractor shall verify DJMS transactions.

The contractor will work with a military member in the section to acquire MMPA information in an effort to monitor, and coordinate corrective actions for all DJMS rejects under the customer service programs. The contractor shall validate system related problems and provide appropriate supporting documentation for errors and rejects to the AFPOA A1. The contractor shall process MilPDS RIPs/Product actions. The contractor shall perform in the role of Base Administrator for the Personnel Records Display Application (PRDA) in the ARMS.

1.8.1. Application and Product Support. The contractor shall process Transitional Compensation for Abused Dependents, Care Giver Agents, and perform Naturalization/ Citizenship program actions. Naturalization/Citizenship program services are provided to the military sponsor only. The contractor shall provide assistance and guidance for applications for dependency determinations for eligible identification card applicants, for former spouses seeking benefits under the Uniformed Services Former Spouses' Protection Act and for former spouses and widows, seeking reinstatement of identification card benefits. The contractor shall perform transaction register actions, input requests and suspense’s, receive and distribute RIPs, MILPDS Products, and Oracle Business Intelligence Enterprise Edition (OBIEE) products.

1.8.2. Supply Management. The contractor shall maintain and manage the ID card stock IAW DMDC Guidelines; CAC ID stock, and CAC consumables; manual and machine-readable cardstock, CAC return forms, and mailing supplies (Federal Express or other mail carrier as directed by DMDC). The Government will be responsible for providing the ID card stock for the contractor. Card stock levels are determined by DMDC through the Inventory Logistics Portal.

1.8.3. Control and Accountability. The contractor shall control and account for blank ID cards, CAC consumables, chip less CACs, returned and error-in process CACs, laminate not in use, and completed DD Forms 1172, 1172-2, 2841, 2842, and all other stock under lock and key when office is closed. Destroy error-in processing cards or non-authorized ID cards (not CAC) according to AFI 36-2608. CAC returns must be submitted to DMDC weekly or as otherwise directed by DMDC.

1.8.4. Support Memorandums of Agreement (MOA) and Support Agreements as required.

Not limited to, but includes host RAPIDS sites and their subordinate remote sites, including use of equipment and weekend site security manager responsibilities. For the purpose of this contract, all MOAs and Support Agreements must be coordinated through the Chief of Quality Assurance (HQ ACC/A1KM) prior to compliance with the aforementioned agreements.

1.9. Reports. The contractor shall provide two reports.

1.9.1. Individual Monthly Status Report (MSR). The MSR must be submitted to the QAP or Alt QAP no later than the 8th calendar day of every month. Status reports must be accompanied by a copy of that month’s invoice. An MSR will be completed by each person assigned to the contract as a full time, regular employee. The MSR’s shall be compiled, reviewed, and submitted by the Program Manager with a cover letter which synopsizes the activities and significant events occurring during the preceding month.

1.9.2. Weekly Activity Reports (WAR). The contractor shall provide a weekly activity report (WAR) to the QAP not later than 1300 hours each Friday. The WAR shall contain status of itemized issued ID’s, all current program tasks, timeline milestones status, and comments as required. WAR will also include a list of employees on staff, vacation, sick leave etc. as applicable.

1.9.3. The contractor shall maintain a current listing of employees. The list shall include each employee’s full name, aliases and social security number, security clearance, security clearance effective date and shall be marked For Official Use Only. The original and one copy of this list shall be furnished to the Contracting Officer at the pre-performance conference. Personnel changes at Hurlburt Field, Florida that are made during the performance of this contract shall be sent to the CO and COR, within two (2) working days of the change.

1.9.4. Deliverables. All deliverables must meet professional standards and meet the requirements set forth in contract documentation. Deliverables shall be submitted electronically and shall be compatible to Microsoft Suite software, which is AF-standard desktop applications.

The contractor shall be responsible for delivering all end items specified. The following items are deliverables that fall within the scope of the aforementioned tasks and all other stated deliverables.

Title Paragraph Reference

Date of 1st Submission

As of Date Date of Subsequent Submission

Distribution

Monthly Status Report

1.9.1 1st Month after award

Previous Month

Monthly NLT 8th calendar day

CO & COR

Weekly Activity Report

1.9.2 1st week after award

1300 hrs each Friday

Weekly

NLT 1300

Friday

CO & COR

List of Employees with Security Clearance

1.9.3 Within 2

working days

CO & COR

1.9.5. The Government will inspect contractor performance IAW the Government‘s Quality Assurance Surveillance Plan (QASP), and FAR 52.212-4--the Inspection/Acceptance clause included in the contract.

2.0. SERVICES SUMMARY

2.1. Services Summary (SS). The service requirements are summarized into performance outcomes that relate directly to mission essential items. The performance thresholds describe the minimum acceptable levels of service required for each requirement. The thresholds are critical to mission success and acceptable (satisfactory) performance.

SS Performance Objective PWS para

Performance Threshold to receive Satisfactory Rating

1 Retrieve and revoke ID card upon separation or retirement

1.5.1.5 No more than two

errors per monthly performance period.

2 Retrieve ID cards from dependents who privileges have been revoked or are no longer eligible

1.5.1.6 No more than two

errors per monthly performance period.

3 Perform enrollment/disenrollment of eligible beneficiaries

1.5.1.7 No more than two

errors per monthly performance period.

4 Submit required forms and expired/revoked/unusable CACs to DMDC

1.5.1.8 No more than two

errors per monthly performance period.

5 Provide guidance and assistance to member and/or dependents with dependency determination

1.5.1.9 Completed accurately

within two workdays No more than two errors per monthly performance period.

6 Provide guidance, verify eligibility and issue identity cards to former spouse to include URFS, UMFS, URW, UMW for ID card

1.5.1.10 No more than three

errors per monthly performance period.

7 Process Marriage/Divorce/name change actions

1.5.1.17 Same day

No more than two errors per monthly performance period.

8 Process Caregiver Agent Documents & Maintain Visitor Center Annual Pass

1.5.1.19 No more than three

errors per monthly performance period.

9 Process request for transitional compensation for abused dependents

1.5.1.23 Forward DD Form

2698 to DFAS within one duty day of approval.

No more than two errors per monthly performance period.

10 Contract employee have and maintain a current Secret Security Clearance

4.3.1 All employees shall

have an active Secret Security Clearance 100% of the time with no lapse

3.0. GOVERNMENT FURNISHED FACILITES SERVICES AND PROPERTY

3.1. Government Furnished Office Space. Designated office space will be provided on each installation and is to be used for the performance of this contract only. The contractor is not the installation facility manager; however, the contractor is responsible for maintaining their office space in accordance with installation policy. Each designated office space has been inspected for compliance with the Occupational Safety and Health Act (OSHA). No hazards have been identified. Should a hazard be subsequently identified, the Government will correct it according to local base-wide Government developed and approved plans, taking into account safety and health priorities. A higher priority for correction will not be assigned to the facilities provided hereunder merely because of this contracting initiative. The fact that no such conditions have been identified does not warrant or guarantee that no possible hazard exists. Compliance with OSHA and other applicable laws and regulations for the protection of employees is exclusively the obligation of the contractor and the Government will assume no liability or responsibility for the contractor’s compliance or noncompliance with such responsibilities, with the exception of the aforementioned responsibility to make corrections according to local base-wide priorities.

The contractor is required to cooperate with the Government if any modification to the office space is required during the performance of the contract. The contractor shall return the office space at each installation to the Government in the same condition as received, fair wear and tear as well as approved Government modifications exempted.

3.1.1. DEERS/RAPIDS Management. All DEERS/RAPIDS work stations are purchased and serviced by DMDC. The contractor shall accept the control and maintenance of the DEERS/RAPIDS work stations as directed by DMDC. Contractor maintenance consists of loading program releases and fixing problems after calling DMDC Helpdesk for troubleshooting advice.

3.1.2. Equipment Management. The contractor shall notify and obtain approval from the appropriate DEERS/RAPIDS SPO and the Access Card Office, before any relocation will be performed. Any relocation performed by a site without permission from the DMDC is considered an unauthorized relocation. If damage is incurred to the server and/or work station systems during an unauthorized move, the contractor will be responsible to provide funding for all equipment repairs or replacements. Relocation of server equipment requires 120 days’ notice and relocation of remote work station(s) requires 90 days’ notice.

3.1.3. Office Equipment. Within 30 days of the start of the contract, a joint inventory of the provided office equipment shall be conducted by the contractor and a COR at each installation.

The contractor and the COR shall certify the agreement as to the working order of the equipment. The supplied office equipment shall be inventoried and documented as to the equipment's working order, jointly by both contractor and the COR on an annual basis. The CO shall be notified in writing of equipment missing or not in working order. Office equipment determined to be excess to contractor's needs at any time during contract performance shall be identified to the Government. Excess equipment shall be processed for re-assignment and/or disposition in accordance with installation procedures. The contractor is responsible for maintaining a copy of all inventories on premise.

3.1.4. Obtaining Replacement Equipment. The contractors will coordinate through DMDC or applicable government agency to replace unserviceable equipment necessary to conduct daily operations. The contractor shall follow the standard replacement procedures designated by the COR, to submit requests for replacement of Government furnished office equipment. The Government will be responsible for replacement costs. The Government will provide the contractor with disposition instructions for items beyond repair. The contractor shall initiate and conduct the appropriate disposition action (e.g. turn in to DMDC or other installation office) in accordance with the provided instructions.

3.1.5. Automatic Data Processing Equipment (ADPE) and Software. The government host unit will grant access to ADPE and training to the minimum extent necessary for mission accomplishment. The contractor shall use ADPE for controlling and tracking data and information as well as any other duties related to contract performance. The contractor shall not use government furnished ADPE or services for non-contractual related purposes. The contractor shall comply with all computer system security procedures required by the Government.

3.1.6. Local Area Network Access (LAN). In accordance with Air Force Instruction 17-130, User Responsibilities and Guidance For Information Systems, contractor personnel using unclassified automated information systems that have access to sensitive information must possess, at a minimum, a National Agency Check or Entrance National Agency Check in accordance with DoDI 5200.2, Personnel Security Program or screening in accordance with AFI 31-501 HF Sup, paragraph 3.27.1, Personnel Security Program Management.

3.1.7. Computer Security. The contractor shall maintain computer systems security integrity.

The contractor personnel will be required to complete testing IAW AFI 17-130, Air Force Cybersecurity Program Management and satisfy any other local requirements set forth by the 1st Special Operations Communications Squadron or other government agency prior to being allowed access to government computers.

3.2. GOVERNMENT PROVIDED SERVICES. The Government will provide the following services: Notwithstanding the services listed below, the contractor shall perform all tasks identified in the PWS.

3.2.1. Government-Provided Utilities. Normal operational utilities include electric, sewer and water.

3.2.2. Postal/Installation Distribution. The Government will provide installation distribution services, both on base and intergovernmental.

3.2.3. Telephone. The Government will provide secure and non-secure telephone service consisting of local, Defense Switched Network, and commercial long distance. The number of lines will be determined at the pre-performance conference. Telephone use shall be limited to matters related to the performance of this contract.

3.2.4. Refuse Collection. The Government will provide dumpsters for refuse. Contract Employees are expected to clean and sanitize their workstations daily, dispose of all refuse, and carry their personal refuse to the government provided dumpsters.

3.2.5. Security Forces. The Government will provide general security service. Security Forces phone extensions are 911 for emergencies, and 884-7777 / 7114 / 6423 for routine calls.

3.2.6. Fire Protection. The Government will provide fire prevention and protection and maintenance of government-furnished fire extinguishers and systems. The contractor shall make all assigned facilities, area, and equipment available for inspection, surveys, and accomplishment of fire protection services. Fire Department telephone extension is 911 for emergency calls.

3.2.7. Emergency Medical Services. The Government will provide emergency medical transportation and treatment on a cost reimbursement basis. In the event of a severe emergency, 911 should be contacted. Ambulance transport responds from the Hurlburt Field Clinic Monday through Friday. On Weekends and Holidays, Okaloosa County ambulance transport will respond.

One of the units will respond to the 911 call, and if necessary, transport a service provider employee to one of the local hospitals. The service provider shall reimburse the respective agency for these services.

3.2.8. Electronic Mail and Internet Access. The Government shall provide a LAN and E-mail account to each contractor employee. This service shall be strictly for conducting official Government business. Individuals must pass the DoD Information Assurance Awareness, Cyber Awareness course and obtain a CAC prior to receiving access to the base network. The contractor shall not establish any external network connectivity. The Government may limit or restrict these services at any time.

4.0. GENERAL INFORMATION

4.1. Quality Control Plan. The contractor shall develop and maintain an effective quality control program to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractor’s quality control program is the means by which he assures himself that his work complies with the requirement of the contract. The QCP shall be delivered within 10 day after the contract award or with the contractor’s proposal for an evaluation factor.

The contractor shall submit any changes within five working days to the contracting officer and COR. After acceptance of the quality control plan the contractor shall receive the contracting officer’s acceptance in writing of any proposed change to his QC system.

4.1.1. Quality Assurance: The government shall evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan. This plan is primarily focused on what the Government must do to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

4.2. Government Quality Assurance. The Government will inspect contractor performance IAW the Government‘s Quality Assurance Surveillance Plan, and FAR 52.212-4, The Inspection/Acceptance clause included in the contract.

4.2.1. Non-conformance. Findings that are identified as problems shall be communicated as a “non-conformance.” Non-conformance’s are non-fulfillment of an intended usage requirement or reasonable expectation, including one concerned with safety; basically, not meeting contract requirements.

4.2.2. Minor Non-conformance. A minor non-conformance is a non-conformance, which by itself does not adversely impact mission, safety of personnel and/or equipment, performance (quality), schedule (delivery), or cost. Typographical errors, erroneous dates, or other small oversights may require a re-issue of CAC or Teslin cards, but is a non-conformance. It normally does not increase risk to the Government. Minor non-conformances are typically low risk and are communicated through notices: first notices are issued for any identified non-conformance and second notices are issued for repeat non-conformances or failing to correct issues within a reasonable amount of time. Upon receipt of a non-conformance notification (first or second notice), the Contractor shall complete applicable sections and return it to the CO within time constraints directed by the CO in the notice. A formal corrective action plan is not required for notices.

4.2.3. Major Non-conformance. A major non-conformance is a non-conformance that adversely impacts (or has the potential to impact) mission, safety of personnel and/or equipment, performance (quality), schedule (delivery), or cost. Erroneous issuance of medical, Morale Welfare Recreation benefits and entitlements, erroneous base access, invalid classification of temporary or foreign identification cards, or benefits of the like are considered a major non-conformance. This type of non-conformance increases risk to the Government and therefore has a risk assessment rating of moderate or high. An example of increasing risk would be a significant number of recurring non-conformances, which is an indication of inadequate preventive measures/actions, and lowers the Government’s confidence that the Contractor can provide quality services on time and within costs. The CO will communicate major non-conformances on a Corrective Action Request (CAR) form with a suspense date for the Contractor’s corrective action plan. As a minimum, the Contractor’s corrective action plan will address:

Action taken to fix the immediate problem (correction)

Actions taken to prevent recurrence

Action(s) required by the contractor's Quality Plan

Root cause analysis of the problem to determine cause

Corrective action on the root cause of the problem to include the follow-up plan (how and when)

4.3. CONTRACTOR PERSONNEL

4.3.1. Clearance Requirements. Contractor employees must have a SECRET security clearance prior to performing work as a contractor. It is the contracting companies’ responsibility to maintain secret security clearances for the contractors and ensure new clearances are requested far enough in advance that it does not remove the contractor from the position prior to performing contract work. The contractor ensures all contractor employees receive initial and recurring security education training from the sponsoring agency security manager. Training must be conducted IAW DoD 5200.1-R, Information Security Program Regulation, and AFI 31- 401, Information Security Program Management. Contractor personnel who work in Air Force controlled/restricted areas must be trained IAW AFI 31-101, Air Force Installation Security Program.

4.3.2. Citizenship. The contractor shall ensure that all SSM, SVO, and VO personnel who issue and control Common Access Cards are U. S. Citizens.

4.3.3. The contractor shall not employ any person who is an employee of the US Government if employing that person would create a conflict of interest. Additionally, the contractor shall not employ any person who is an employee of the Department of the Air Force, either military or civilian, unless such person seeks and receives approval according to DoD Regulation 5500.7-R, Joint Ethics Regulations (JER). The contractor shall not employ any person who is an employee of the Department of the Air Force if such employment would be contrary to the policies in AFI 64-106, Air Force Industrial Labor Relations Activities.

4.3.4. Base Access. The contractor shall obtain base identification and vehicle passes, if required, for all contractor personnel who make frequent visits to or perform work on the Air Force installation(s) cited in the contract. Contractor personnel are required to wear or prominently display installation identification badges or contractor-furnished contractor identification badges while visiting or performing work on the installation.

4.3.5. Employee Base Access: The Contractor shall be required to complete the following forms (to be provided at the pre-performance conference) in order for employees to gain access to the installation:

a. Contractor Employee Listing

B. Hurlburt Field Contractor Access Badge Affidavit (CAB)

c. Department of Homeland Security Form I-9 (DHS I-9)

4.3.6. Required Forms. Upon notification that the Employee List has been forwarded to the Visitor Control Center, the other two forms (DHS I-9 & CAB) shall be completed and hand carried to the Visitor Control Center by the employee. If everything is in order, they will receive a contractor badge. If an employee will be driving on Hurlburt Field they are required to provide a valid driver’s license, vehicle registration, and proof of insurance. NOTE: It is recommended employees allow sufficient time at the Visitor Control Center (main gate or contractor gate) for their documentation to be processed. Hours of operation for the contractor gate is 0600 – 1800 (6:00 pm) for employees operating contractor identified vehicles.

4.3.7. Personnel Integrity. The contractor shall not employ persons for work on this contract if such employee is identified to the contractor by the contracting officer as a potential threat to the health, safety, security, general well-being or operational mission of the installation and its population.

4.3.8. Personnel Appearance. Contractor personnel shall present a neat appearance and be easily recognized as contractor employees. This shall be accomplished by the wearing of approved badges or shirts, which shall contain at least the company's name. If used, badges shall be of sufficient size and shall be worn by employee in such a standardized manner as to be clearly visible. Wearing of badge will be in a manner as not to pose a safety violation.

4.3.9. Smoking, Eating and Drinking. The contractor shall permit smoking, eating and drinking only in designated areas.

4.3.10. Safety. Contractors are solely responsible for compliance with OSHA standards and the protection of their employees.

4.3.11. Employee Training. Employees of the contractor are expected to maintain currency in their core professional competencies in a manner that is standard practice in the industry. This includes the attendance at required refresher courses, and training in new product releases or updates.

4.3.12. Standard Government Provided Training. The training listed in the table below is normally provided by the Government to contractor employees and is available through the Advanced Distributed Learning Service (ADLS) link accessed through the Air Force Portal unless otherwise noted.

Title Duration Required Frequency Required By DoD Cyber Awareness Challenge

2 Hours Annual All

Customer Accounts Representative

1 Hour Once To order publication

Defense Messaging System

8 Hours Once To prepare messages

Fire Extinguisher Training

2 Hours Annual All

Records Management 8 Hours Once To manage official records

Privacy Act Self-Study Continuous PA System Managers and PA Monitors

Security manager 4 Hours Once POC for security matters

Human Relations Training

4 Hours Annual All

Initial

DEERS/RAPIDS

3 Days Once SSM. SVO, VO

DEERS/RAPIDS 3 Hours Annual SSM, SVO, VO

4.3.13. New or Updated Technology Training. Training in support of new or updated technology for the 1 SOFSS mission shall be provided once by the Air Force for the initial cadre of contract employees working at the time of the upgrade or receipt of new equipment. The method, amount and need for training will be defined by the Air Force. The contractor will be responsible for training any subsequent employees.

4.3.14. Anti-Terrorism Training. The Air Force shall provide appropriate Level 1 anti-terrorism training to contractor employees as required for performance on Hurlburt Field and at deployed locations. This training shall be requested through the COR.

4.4. PHYSICAL SECURITY. The contractor shall safeguard all government property.

4.4.1. Key Control. If issued work center keys, the contractor shall establish and implement methods of making sure all keys issued to the contractor by the Government are not lost or misplaced and are not used by unauthorized persons. The contractor shall not duplicate any keys issued by the Government.

4.4.2. The contractor shall immediately report to the COR or contracting officer any occurrence of lost or duplicated keys.

4.4.3. Combination Code Control. The contractor shall establish and implement methods of making sure all contractors safe-guard the code to the doors. The contractor shall control access to all Government provided lock combinations to preclude unauthorized entry or codes shared with unauthorized persons. The contractor is not authorized to record lock combinations without written approval by the Government Program Manager. In the event the building changes over to keys, the contractor shall establish and implement methods of making sure all keys issued to the contractor by the Government are not lost or misplaced and are not used by unauthorized persons. Finally, the contractor shall not duplicate any keys issued by the Government. The contractor shall immediately report to the Contracting Officer’s Representative (COR) or Program Manager any occurrences of shared codes or lost or duplicated keys.

4.4.4. The contractor shall prohibit the use of keys issued by the Government by any persons other than the contractor's employees and the opening of locked areas by the contractor employees to permit entrance of persons other than contractor employees engaged in performance of contract work requirements in those areas.

4.4.5 Lock Combinations. The contractor shall control access to all government provided lock combinations to preclude unauthorized entry.

4.5. HOURS OF OPERATION

4.5.1. Normal Hours of Operation. The contractor shall perform the services required under this contract during the following hours: Monday through Friday 0730 hrs to 1630 hrs.

4.5.2. Place of Performance. The Contractor shall perform the required support at 1SOFSS/FSPS located in Building 90210, (212 Lukasik Ave.) Hurlburt Field FL. Contractors shall comply with all installation safety and security regulations, as well as, the health, safety, and security provisions of the contract. Contractor personnel shall report security or safety issues to the COR.

4.5.3. Normal duty hours are Monday through Friday, 0730 to 1630 hours except for federal holidays. Customer walk-in hours are 0730-1530. Contractors are afforded one hour for lunch at 1100 or 1200 to ensure coverage during peak hours. Contractors are not expected to work more than 40 hours per week. Contractor personnel are expected to be at the RAPIDS terminal and logged in ready to receive the first customer at 0730. All Customer Service functions shall be open during normal duty hours, as established by the local installation commander.

4.5.4. Emergency or Special Event Services. SSM's may be required to work a flex schedule to meet real-world mission demands (i.e. with RAPIDS system degradation the MPF may shut the site down early, and cause the “normal” duty hours for the SSM to shift to a 1300-1900 duty day). Mission Critical and Mission Essential requires a minimum of one contractor with SSM capability. One SSM must be on site at all times when terminals are operational.

4.5.5. Force Protection Condition (FPCON) Checks. FPCON checks may occur sporadically.

Increased military security measures shall dictate the use of force protection conditions (FPCON Alpha, Bravo, Charlie or Delta) for the base. 1 SOFSS UCC will notify the contractor if the base FPCON level changes and provide the appropriate FPCON instructions to follow.

4.5.6. Holidays. The contractor will not be required to work during the listed holidays and Wing Family/Safety days:

New Year's Day January 1st Martin Luther King Day Observed on the third Monday of January President's Day Observed on the third Monday of February Memorial Day Observed on the last Monday in May Independence Day July 4th Labor Day Observed on the first Monday of September Columbus Day Observed on the second Monday in October Veterans Day November 11th Thanksgiving Observed on the fourth Thursday in

November Christmas December 25th

If the holiday falls on a Saturday, it is observed on the proceeding Friday. If the holiday falls on a Sunday, it is observed on the following Monday and as identified for Family/Safety days.

4.6. Contracting Officer Representative (COR): The (COR) will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract: perform inspections necessary in connection with contract performance: maintain written and oral communications with the Contractor concerning technical aspects of the contract; issue written interpretations of technical requirements, including Government drawings, designs, specifications; monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies;

coordinate availability of government furnished property, and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

Appendix 1.

Estimated Workload

System Estimated Transactions Time Frame Issuance of ID Cards 18,220 Annually MilPDS 12,642 Annually CMS 560 Annually TR’s 820 Annually Leave Web 1,800 Annually Naturalization & Citizenship 10 Annually Abused Dependent & Caregiver Agent

175 Annually

Family Care Plan Updates 1,220 Annually

There are five (5) RAPIDS Terminals for contractors use.

APPENDIX 2.

APPLICABLE PUBLICATIONS

The contractor must abide by all applicable regulations, publications, manuals, and local policies and procedures.

AFCSM 36-699 V1

AFI 31-101 Air Force Installation Security Program AFI 31-401 Information Security Program Management

AFI 36-2908/PSD

AFI 36-3024

AFI 36-3026 IP Vol 1 Identification Cards for Members of the

Uniformed Services, Their Eligible Family Members, and Other Eligible Personnel

AFI 64-106 Air Force Industrial Labor Relations Activities

CPF

DD Form 1172-2 Application for Identification Card/-DEERS

Enrollment

DFAS-DEM 7073.2 V2

DoD 5200.1-R Information Security Program Regulation DoDI 1000.13 Identification Cards for Members of the

Uniformed Services, Their Eligible Family Members, and Other Eligible Personnel

DoDI 1342.24 Hurlburt Field Instruction 36-2103 Individualized Newcomer Treatment and

Orientation (INTRO) HFI (HFI 36-2103) Leave Web ****TK *** (36-3003)

MPFM 00-01

PSD guide RAPIDS Training Guide

Hurlburt Field