Attachment 01 Performance Work Statement.docx

Performance Work Statement (PWS) for Communication Access Realtime Translation (CART) Services

July 19, 2024

ACQ 3002642

Performance Work Statement (PWS) for Communication Access Realtime Translation (CART) Services DFAS-Columbus

Background: The mission of the Defense Finance and Accounting Services (DFAS) is to lead the Department of Defense (DoD) in finance and accounting by ensuring the delivery of efficient, exceptional quality pay and financial information. Provide responsive, professional finance and accounting services for the people who defend America. DFAS provides accounting and reporting services for all levels of DOD for appropriated, non-appropriated, revolving, trust funds and working capital, paying military members, civilian employees, military retirees and annuitants, collecting and disbursing DoD funds, including contract, vendor, security assistance, transportation and travel payments, manage the DoD travel card program, and provide advice and recommendations to the Under Secretary of Defense on finance and accounting matters.

It is the policy of DFAS, a federal agency, to provide equal employment opportunities for its employees, former employees, as well as applicants for employment with DFAS. DFAS' policies and practices are in full compliance with the laws and regulations governing equal employment opportunity.

There are approximately 60 deaf and hard of hearing personnel with 10 of those personnel actively needing CART and/or C-Print services on a regular basis. Without CART and/or C-Print captioning services, the hearing-impaired employees are unable to participate in necessary training events and meetings or receive daily status updates and information essential to performance of their assigned tasks. As a result, they have limited opportunities to cross-train and/or advance in their career fields, and the inability to effectively communicate limits the organization’s opportunities to best utilize hearing impaired personnel to meet varying workload requirements.

Due to the increase in the demand for and the lack of the resources necessary for effective, timely Live Captioning services for the deaf and hard of hearing employees, DFAS has determined that contractor-provided services for this requirement are in the best interest of the Government.

A. GENERAL CONDITIONS AND REQUIREMENTS

A.1 Description of Work

A.1.1. The purpose of this contract is to obtain onsite Communication Access Realtime Translation or Captioning services (hereinafter referred to as CART) for various meetings, training, etc. for the deaf and hard of hearing employees (hereinafter referred to as deaf) on an as needed basis at Defense Finance and Accounting Service (DFAS) in Columbus, OH to include written transcription consecutively from:

· On-site CART Services requiring stenotype machines, laptop, and applicable software

· Remote CART Services requiring DFAS approved secure link for Text Media Streaming

· C-Print (speech to text): captions appear on a computer monitor or other displays, which provides a complete translation of all spoken words and environmental sounds for the benefit of deaf consumers in a variety of settings.

The Contractor will provide CART writer(s) for each assignment(s). Such services are also referred to as Realtime captioning or live-event captioning which transcribes the audio portion or spoken word into readable English text using a stenotype machine, CART/Captioning software and a laptop. Captions appear on a computer monitor or other displays which provides a complete translation of all spoken words and environmental sounds for the benefit of an individual consumer or larger group in a variety of settings, anywhere communication access is needed.

The Contractor shall provide onsite and remote CART services with all necessary personnel and equipment (hereinafter referred to as writers) as requested on an as needed basis, which shall perform the work identified in this PWS.

For onsite requests contactor must supply the laptop, stenotype machine, and applicable CART/Captioning software and all hardware for connecting the devices. Software must be able to adjust the size of the fonts to match the needs of employees with low vision.

For remote requests contractor must supply stenotype machine, applicable CART/Captioning software, and a DFAS approved secure link for the transmission of Text Media Streaming. Compatibility with Windows 7 or later, and Internet Explorer version 8.0 or later. The secure link for Text Media Streaming must also be compatible with Android Operating Systems, Apple Operating Systems, and BlackBerry Operating Systems for mobile devices.

The contractor will have no access to DFAS computers, programs, or systems.

For remote requests, contractor need to be able to provide two-way communication for deaf employees who are non-verbal, do not speak, or have trouble being heard in virtual meetings.

A.1.2. A sample list of onsite and remote CART events is provided below. Certain situations require that the writer be onsite. This list is not inclusive and is subject to change dependent upon the requirements of DFAS-Columbus:

· Staff meetings,

· Safety talks,

· Discussions on work procedures, policies, or assignments,

· Quarterly performance discussions,

· Annual performance appraisals,

· Disciplinary discussions,

· Basic staff training,

· Classroom training,

· All Hands meetings,

· Teleconferences, and

· Other ad hoc assignments similar in nature on an as-need basis.

A.2 General Operating Conditions

A.2.1 Place of Performance. The Contractor shall perform on site CART services for DFAS Columbus, OH throughout the facilities occupied by the Agency located at 3990 E. Broad St., Columbus, OH 43213. Services will need to be performed in offices, training rooms, warehouses, auditoriums and conference rooms. The condition may be hot, cold, dirty, dusty, noisy, and involve hazards of working around material handling equipment and operations. Remote CART services are to be provided for DFAS-CO employees while teleworking during Duty and Operating hours. (See A.2.4 for Duty and Operating hours)

For remote requests contractor must supply stenotype machine, applicable CART/Captioning software, and a DFAS approved secure link for the transmission of Text Media Streaming. Compatibility with Windows 7 later, and Internet Explorer version 8.0 or later. Streaming Text Media site must also be compatible with Android Operating Systems, Apple Operating Systems, and BlackBerry Operating Systems for mobile devices.

A.2.2 Period of Performance. This contract will be established for a one (1) year base period with four (4)- one (1) year option periods.

A.2.3 Closures

A.2.3.a Federal Holidays. No CART services will be required on federal holidays. The Contractor will not bill the Government for service hours when the Government is closed due to Federal holidays.

Federal holidays generally observed include:

Independence Day

A.2.3.b Inclement Weather, Emergency or Unscheduled Closure and Early Release. Writers will not report to an on-site assignment if the federal government is closed due to inclement weather, emergency or in the event of an unscheduled closure. No cancellation fee or charges shall be assessed. The contractor will not bill the government for service hours when the government is closed due to inclement weather or emergency. Delay and closure information will be announced on the radio and TV stations. The COR or an approved DFAS-CO Interpreting Office designee will notify the Contractor POC via telephone, SMS text message, and/or email in the even the building is closed. In addition, the Contractor POC may call the number for Center wide information at 614-692-1800. The COR or an approved DFAS-CO Interpreting Office designee will notify the Contractor POC via telephone, SMS text message, and/or email in the event the building is closed. Writers are expected to report to remote assignments unless otherwise cancelled. (Reference Section C.3.1 for cancellations.)

If the federal government releases employees early due to inclement weather, emergency, or in event of an unscheduled closure the contractor will only bill the government for the time of the services provided.

A.2.3.c Inclement Weather - Non-Closures. In the event of severe inclement weather or an emergency that does not result in closure, writers are responsible for calling the on-site POC provided on their assignment document or the COR to determine if the assignment is still scheduled. If services have been cancelled with less than 12 clock hours notice, the contractor may assess the cancellation fee established in C.3.1. (Reference C.2.2 for defined business hours.) If services are still required and the Contractor is not able to provide the service, the Contractor will not bill the Government for service hours when required service is not provided. Writers are expected to report to remote assignments unless otherwise cancelled. (Reference Section C.3.1 for cancellations.)

A.2.4 Current Duty Hours and Access to the Host Installation.

The Contractor shall perform services required under this PWS during the operating hours of the Government activity. Normal Duty and Operating hours for DFAS Columbus are 0600 to 1800 hours; Monday through Friday except Federal Holidays. Contractor writers must arrive no later than thirty (30) minutes prior to scheduled assignment to clear security for onsite assignments. Upon clearing security, Writer(s) must contact the COR or designee for assistance with accessing the facility, as required. The COR or designee is responsible for ensuring that writer(s) are signed-in upon arrival, escorted to the event(s) where the service is needed, and ensuring the writer(s) is escorted to the check-out location, as necessary. The Contractor shall not bill the Agency for any of the time described in this paragraph.

Contractor writers must log onto DFAS approved secure link for Text Media Streaming website no later than ten (10) minutes prior to scheduled assignment for remote assignments. The COR or designee is responsible for ensuring that writer(s) are connected for Remote CART assignments and all open connections are terminate, as necessary.

A.3 Qualifications and Equipment Requirements.

A.3.1 Qualifications. The Americans with Disabilities Act requires the provision of qualified CART providers in a variety of settings. To satisfy this requirement, the Contractor shall provide writer(s) possessing the knowledge, skill and ability to produce complete, accurate, simultaneous translation and display of any live-event setting, utilizing computer-aided translation at speeds of 225+ words per minute with an accuracy of 95% or better. Proficiency will be evaluated based on the comments received from the hearing, deaf, and hard of hearing employees.

A.3.2 Equipment Requirements. As is the normal business practice, the writer(s) shall provide their own equipment (stenotype machine, real time software, link to Secure Text Media Streaming website for remote assignments, and laptop) during assignment(s). DFAS-CO will supply a large screen monitor when applicable.

A.3.3 Culture and Language. Writers must have a familiarity with the culture and language of a DFAS Government installation or familiarity with Government finance and accounting operations. Knowledge of specific industry jargon and acronyms are essential to the quality of the services provided.

A.3.4 Professional Conduct. Writer(s) shall be dressed in business or business-casual attire when on-site. It is understood that the writer(s) shall not act as an agent or employee of the Federal Government or DFAS. The writer(s) shall not discuss personal business, distribute personal business cards or promotion of personal “cause” while on assignment in order to develop clientele from assignments originating from the Federal Government or DFAS. The writer(s) shall adhere to the Federal Government’s rules of protocol, ethics, procedures and professionalism while on assignment at DFAS. Any professional conduct in question warrants an immediate review at the discretion of the COR and the Contracting Officer.

All parties involved agree that all information obtained while on assignment be kept strictly confidential and shall not be used or disclosed to others after completed assignment.

A.3.5 Licenses. The Contractor shall be responsible for obtaining all necessary licenses and for complying with all applicable Federal, State and local laws. The Contractor shall maintain updated copies of any applicable licenses and certifications for all Contractor personnel and subcontractors and make available to the Government upon request.

A.4 Security

SECURITY REQUIREMENTS FOR

CONTRACTS REQUIRING UNESCORTED ACCESS TO DFAS FACILITIES/NO ACCESS TO CLASSIFIED INFORMATION, CONTROLLED UNCLASSIFIED INFORMATION (CUI) OR SYSTEMS ACCESS

A.4.1 Security Requirements.

Personnel Security Investigation (PSI) Requirements – Non-Sensitive (NS) Positions (Unescorted Access). Contractor personnel will require a favorably adjudicated Tier 1, or equivalent Non-Sensitive (NS) level or higher investigation. No access to classified information, CUI, to include Personally Identifiable Information (PII), or system access required.

Personnel Security Investigation Waivers. For those contractor personnel who do not already have the required background investigation and adjudication, an NS position may be occupied with a pre-investigative waiver from DFAS Personnel Security provided no issues of a security concern are identified by DFAS Personnel Security after a review of all information submitted by contractor personnel. Those contractor personnel who do not qualify for a pre-investigative waiver may not occupy a NS contractor position with DFAS until the background investigation is completed and favorably adjudicated by the Defense Counterintelligence and Security Agency Adjudication and Vetting Services (DCSA AVS). It is important to note that while there is no set schedule for background investigations, as each one is different, this process can be lengthy and take several months to more than one year in some cases. Should a contractor company not wish to wait for the entire process to be completed, they may withdraw the contractor applicant from further consideration by notifying DFAS Personnel Security within sixty (60) days from the date DFAS Personnel Security determines the applicant to be ineligible for a waiver. The contractor company may then submit another contractor candidate for a background investigation.

Personnel Security Forms Required. IAW standard DFAS Personnel Security policy, ALL incoming contractors must submit a new set of fingerprints (taken within the last 30 days)*. A Declaration for Federal Employment (OF-306) should then be submitted to the Contracting Officer Representative (COR), who will submit this form along with a Contractor Request for Investigation (CRI) (DFAS Form 9035) to DFAS Personnel Security as soon as possible, but not less than fifteen (15) calendar days prior to the intended start date. DFAS Personnel Security will review all submitted documentation to validate whether contractor personnel meet personnel security requirements to perform work on the contract or if a new background investigation is required.

*New fingerprints are not required if any of the following apply:

1. The person has been fingerprinted for the DCSA within the past 30 days.

2. The person is currently undergoing a background investigation, or reinvestigation, by DCSA or any other Federal agency.

3. The person has a background investigation currently being adjudicated by the DCSA AVS or another AVS.

4. The person has been favorably adjudicated within the past 30 days by the DCSA AVS or a AVS from any other Federal agency: or

5. The person is coming directly from another DoD agency, with no break in service. This includes any of the military branches as well as the U.S. Coast Guard; however, service members in an inactive reserve status are not included.

6. The DFAS Personnel Security Office otherwise determines that no new fingerprints are required.

Incident Reporting Requirements.

In all cases, whenever a DFAS contractor displays conduct, or is involved in any incident, which is in violation of any of the thirteen National Security Adjudicative Guidelines*, the contractor must immediately report the incident to the contractor company Security Office/Facility Security Officer, the DFAS Manager of the area to which they are assigned, the COR, and the DFAS Personnel Security Office. Reporting to DFAS Personnel Security may be made by phone to (317) 212-7888, by email to dfas.indianapolis-in.zh.mbx.dfas-inhrsecurity@mail.mil, or, in the case of personnel physically located at DFAS Indianapolis Center, in person to the DFAS Personnel Security Office located on the third floor center hallway at Column 320T.

All incidents will be investigated by DFAS Personnel Security and, depending on the date of the subject’s most recent investigation, may need to have an updated background investigation initiated. Those that do not require a new investigation will have all relevant information regarding the incident forwarded to the DCSA AVS for review and re-adjudication.

*The thirteen National Security Adjudicative Guidelines are:

Some Examples of Incidents That Require Reporting to DFAS Personnel Security:

a) An arrest for any criminal offense, not including minor traffic violations, by any law enforcement agency. This DOES include the traffic offenses of Driving Under the Influence of Alcohol or Drugs, and Reckless Driving.

b) Violation of any court order.

c) Civil judgements.

d) Delinquencies on any debt for 180 days or longer.

e) Federal, State or Local tax issues or delinquencies.

f) Delinquencies on any Federal debt (including Federal Student Loans and Federally backed home mortgage loans).

g) Child Support delinquencies.

h) Filing for Chapter 7 or Chapter 13 bankruptcy in any Federal Bankruptcy Court.

i) Foreign Travel.

j) Marriage or Cohabitation with a Foreign National (person from a foreign country).

k) Having a close personal friendship with a Foreign National with regularly occurring contact.

l) Ownership of property or financial accounts in a foreign country; and

m) Being approached by a person know to be, or suspected to be, working as an agent of a foreign government or terrorist organization, or any other person, who seeks any information about DFAS, the Department of Defense, or the U.S. Government, especially if the person offers money or something of value to the contractor employee.

It should be noted that person’s delinquent on Federal debt of any kind may not obtain or maintain favorable personnel security adjudication or be considered for a contractor position with DFAS unless they can provide documentary proof that a payment plan has been established with the government agency to whom the debt is owed, and that regularly recurring payments are being made. Contractor personnel who cannot obtain and maintain a favorable personnel security adjudication may not have access to the government data, facility, and equipment required under the contract.

NOTE: This list does not cover every potential incident or offense; any incident in which a contractor is involved, and a question exists as to whether it should be reported, should report the incident to DFAS Personnel Security, who will then determine if further action is warranted. Failure to report an incident is, in and of itself, an incident involving personal conduct, and may, in some cases, be more serious than the original incident.

Foreign Travel by DFAS Contractor Personnel Official and Unofficial (Personal) Travel: Official U.S. Government Business: persons employed as contractor employees with DFAS, to include those with Noncritical Sensitive (formerly IT-II) access, Critical Sensitive (formerly IT-I) access, access to critical program information (related to Research, Development, Test, and Evaluation), sensitive compartmented information, and/or special access program information, in accordance with DoD Directive 5240.06, are required to complete a DFAS Form 9133, Notification of Foreign Travel, not less than 30 calendar days prior to the scheduled travel.

One copy shall be sent the DFAS Personnel Security group box at dfas.indianapolis-in.zh.mbx.dfas-inhrsecurity@mail.mil and one copy shall be turned into the Site Force Protection Office of the DFAS site where they are stationed. Site Force Protection POC information: https://dfasportal.dfas.mil/ddss/force_protection/Pages/SiteSpecificForceProtectionSecurityServices.aspx Upon receipt of the completed Form 9133, the Site Force Protection Office will contact the contractor employee to validate training, complete the country/theater clearance package, as required, and schedule a Foreign Travel briefing. Immediately prior to travel, contractor employees will check with the State Department at https://travel.state.gov/content/travel/en/traveladvisories/traveladvisories.html.html for any travel advisories for the country or region being traveled to and take the appropriate steps to ensure their safety for any location covered by a travel advisory or warning.

Security Requirements. Contractor personnel shall follow all host security requirements in accordance with Part 117 of Title 32, Code of Federal Regulations; paragraph 117.16. The contractor shall immediately report any occurrences of violation of stated regulations to the Contracting Officer (CO), COR, and the DFAS Personnel Security Office.

Security Education and Training. Contractor personnel shall follow all host training requirements. Contractor personnel who require unescorted access into DFAS facilities shall receive applicable security training through the site Force Protection Office. To identify Site Force Protection Officers at each DFAS location consult the Agency Force Protection Portal Page:

https://dfasportal.dfas.mil/ddss/force_protection/Pages/SiteSpecificForceProtectionSecurityServices.aspx Installation Entry and Common Access Card (CAC) Requirements.

The Contractor shall comply with established security procedures for entering government installations and facilities. Contractor employees shall be required to obtain and wear identification (ID) badges that will permit access into the facility.

Contractors shall work with the assigned DFAS COR/Mission Partner Account Sponsor (MPAS) to obtain a CAC using Mission Partner Identity Credential Account Management (MP ICAM). Under no circumstances will a CAC be issued to any person unless that person has been cleared by the DFAS Personnel Security Office to work on the contract.

All CACs and badges issued to Contractor personnel are Government property and must be returned to the assigned DFAS COR/MPAS upon departure from the program or at the conclusion of the contract, whichever comes first. CACs can also be mailed in or turned into RAPIDS locations. Contractors whose CAC is lost or stolen must report the loss as soon as possible to the assigned DFAS COR/MPAS and present documentation that the CAC is missing and describing the circumstances under which the loss occurred. The assigned DFAS COR/MPAS will follow agency CAC procedures to issue a new CAC.

Contractors’ must not share their CACs and passwords with any other staff members. The assigned DFAS COR/MPAS will report any violation or suspected violation to the Contracting Officer and DFAS MP ICAM Account Security Manager (MPASM). Any violators will be temporarily or permanently removed from the project. If a Contractor has a CAC issued from another agency, that CAC must be revoked and returned before issuance of a new CAC.

A.4.2. All contractor personnel or any representative of the contractor entering any government facility or government leased facility shall abide by all security regulations and be subject to security checks. Contractor personnel or any representative and property shall be subject to search and seizure upon entering, while on, and upon leaving the government facility pursuant to installation regulations. Contractor personnel or representatives may be removed from the site whose continued presence or is deemed to adversely affect health, morale, welfare or good order and disciple on the installation or inconsistent with the best interest of national security.

A.4.3 Security and Privacy Act Requirements: All work-performed relative to the tasking identified in the PWS are unclassified or carry a Privacy Act Classification. System security shall be in accordance with DoD Directive 5200.28, Security Requirements for AIS.

A.4.4 Security Investigation Requirements: No classified work will be required. However, the contractor will be working with sensitive information which is covered by the Privacy Act.

B. DEFINITIONS AND ACRONYMS

B.1 DOD Dictionary.

B.1.1. The DoD Dictionary of Definitions and Terms is available on the Internet at: http://jitc.fhu.disa.mil/jitc_dri/pdfs/jp1_02.pdf.

C. SPECIFIC TASKS

C.1 General: The Contractor shall provide CART services for meeting the requirements as specified in the PWS. At any time, assignments can be cancelled, additions made, type of assignment changed, and/or changes made to start and stop time. Contractor personnel and subcontractors provided should be able to easily be reassigned to another assignment if cancelled or current assignment concluded earlier than scheduled time and another need for services has been identified during the time scheduled. (Reference A.1.2 for types of interpretations assignments.)

The Contractor shall attend scheduled and unscheduled meetings with the COR and other government representatives to furnish input concerning the operation and management of the CART Services program. Meetings may be scheduled by the Contractor to determine program requirement.

C.2 Scheduling Requirements.

C.2.1 Method of Requesting Services. The COR or designee shall contact the Contractor POC primarily via e-mail, and secondarily via telephone or SMS Text Message, with requests for, changes to or cancellations of CART services. DFAS-CO Interpreting Office operating hours are 0700-1600 Monday through Friday except for Federal Holidays. These hours are for the purpose of sending and confirming requests. Requests may begin as early as 0600 and finish as late as 1800.

C.2.2 Request Notification Time Schedule:

The Contractor must be able to provide CART services for requests received at least twenty-four (24) clock hours in advance. Business hours for requests are defined as Monday through Friday (0700 – 1700), except Federal Holidays. Upon receipt of request, the Contractor shall provide to the COR or designee in writing (email is acceptable) receipt confirmation within one (1) business day of receipt of request. For on-site requests, the name of the assigned writer(s) shall be provided to the COR or designee in writing (email is acceptable) no later than one (1) business day prior to start of assignment. For remote requests, the name of the assigned writer(s) and the DFAS approved secure link for Text Media Streaming shall be provided to the COR or designee in writing no less than four (4) hours prior to the start of assignment. Note: The COR or designee will provide all applicable information to the employee requiring services.

If, however, the Government should require CART services with less than twenty-four (24) clock hours notice, the Contractor shall attempt to provide a writer, but the Government understands that the Contractor may not always be able to comply with such a request and therefore shall have the right to refuse the assignment. The Contractor’s acceptance must be given within two (2) hours of the time the request was placed during DFAS’ business days. If the Contractor fails to accept within the time specified, the Government will consider the assignment refused. If the Contractor accepts the request, the agency shall be billed at the hourly rate established. No special rates shall be used for requests placed with less than twenty-four (24) clock hours notice. The Contractor shall provide the COR or designee the name(s) of the writer(s) and the DFAS approved secure link for Text Media Streaming as soon as possible but no later than one (1) business hours prior to the assignment.

C.2.3 Agency Provided Information at time of Request.

The COR or designee will provide the Contractor POC the following information at time of request:

· Type of service required (Remote or on-site). (Reference A.1.1.)

· Start/End Date to include daily start and end times.

· On-site POC information for Contractor writer(s) if other than COR to include office location, telephone number and email address. If no information is provided, it should be expected that the COR will be the primary point of contact for that request.

· Name(s) of Deaf/Hard of Hearing Employee(s)

· Description of event (i.e. staff meeting, training, awards ceremony, etc.). (Reference A.1.2 for list of types of events applicable.)

· Location of event(s), remote or on-site. For remote assignments the COR or designee will provide the contractor with a secure DFAS established bridge-line or other secure approved virtual meeting room and ensure access for the Contractor for audio purposes.

· If available, copies of speeches, documents, program specific acronym lists, training materials that will be used during the event in advance of the event. However, there will be occasions when it is not possible for the Government to provide these materials in advance.

The Contractor POC is responsible for ensuring personnel and subcontractors have complete and accurate job information prior to day of assignment.

C.3 Cancellations/Reassignments

0. Cancellations: The Government may cancel the services no less than one (1) business day in advance with no penalty or charges assessed. For assignments of one day or less, if the Contractor is not notified of a cancellation at least one (1) business day prior to the scheduled assignment, the Contractor may invoice for the assignment’s requested scheduled time. For multi-day assignments, if the Contractor is not notified of a cancellation at least one (1) business day prior to the first day of the scheduled assignment, the Contractor may invoice for the first day’s requested scheduled time. If the assignment is cancelled or reduced in duration on the first or any subsequent day, the Contractor may invoice for that day’s requested scheduled time. If the notice of cancellation or reduction in duration is issued less than one (1) business day before the start of the subsequent day’s start time, the Contractor may also invoice for the subsequent day’s requested scheduled time. Designated lunch breaks are billable. In lieu of assessing a cancellation fee, the COR or designee and the Contractor can mutually agree to reassign the interpreter(s) to another service request covered by this PWS without incurring cancellation charges at the hourly rate established

If a Contractor captionist appears for an assignment and the necessary parties fail to appear after 30 minutes of the scheduled start time of the assignment, the interpreter may leave and the Contractor may invoice for that day’s requested scheduled time.

If the Contractor captionist does not meet qualifications (reference A.4) or fails to appear at the event location within fifteen (15) minutes of the scheduled assignment start time, the assignment may be cancelled. The Government shall not incur any charges associated with such cancellations.

C.3.2 Reassignments: If upon arrival to the assignment, service is no longer required or the assignment ends early, the captionist (s) must notify the COR or designee for reassignment. The COR or designee has the option to assign the captionist(s) to another request without an additional charge/cancellation fee with the stipulation that if the new assignment runs over the original number of hours of the scheduled assignment, the difference will be charged. (Reference A.1.2 for list of types of interpretation applicable.) If after thirty (30) minutes and the captionist(s) cannot reach the COR or designee or the original scheduled time expires (whichever occurs first), the interpreter may leave. For assignments where no service was provided, the Contractor may invoice in accordance with C.3.1 Cancellations. For assignments concluded earlier than scheduled time, the Contractor may invoice in accordance with Section C.4. Reassignements shall be for the same language mode and similar context.

If an assignment is cancelled, DFAS has a right to reassign (within the same language mode and similar context) for anything that is cancelled earlier than the requested end time. For example, if a three-day class lets out at noon on the first day, and DFAS offers a reassignment for that afternoon that the interpreter turns down, the vendor will not be reimbursed from noon until the ending time for that day. However, the vendor can invoice for the next day within the contract cancellation terms. Any reassignment that includes the following day must be done by 5:00 p.m. If the next day’s assignment is shorter in duration than the originally scheduled assignment, the vendor shall invoice for the originally scheduled duration. Unless covered by any reassignment, the third day would not be billable since it was cancelled with sufficient notice.

No special rates shall be used for requests accepted as described in this section.

C.4 Kept Appointments Billable Service Hours

Billable hours are not affected by the number of actual captioners required to fill an assignment slot that would normally be covered by one captioner in accordance with C.6. For example, an assignment is scheduled for eight (8) hours, and the Contractor sends one captioner for the morning shift and then a second captioner to cover the afternoon shift. This totals two captioners to cover the one (1) day assignment. In such case, the Contractor shall provide coverage for all captioning hours, and invoice for a total of eight (8) hours.

Regardless of assignment duration, the Contractor shall be reimbursed for a minimum of one (1) hours with the exception of the following: if the same writer is used for multiple assignments on the same day where their total performance for the day exceeds the 1-hour minimum, then the 1-hour minimum does not apply when using the same writer.

Assignments lasting more than one (1) hour shall be invoiced in half ( ½ ) hour increments for the actual duration of the assignment, not the estimated duration requested by the COR or designee when coordinating and scheduling the request.

The assignment is considered complete when the later of the following occurs: 1.) conclusion of event equals or exceeds the estimated duration specified when scheduling the request or 2.) the COR or designee releases the writer(s).

Time taken for meals shall not be billed. Other breaks are billable. Previously set or scheduled time for breaks and meals are subject to change and may shift due to agency demands. Regardless of any unforeseen time shifts for breaks, there must be captioning provided for the entirety of the assignment.

For examples, if the COR or designee coordinates and schedules a request for an assignment that is anticipated to last from:

1. 8:00 am – 2:00 pm but the assignment actually lasts from 8:00 am to 11:30 am, the Contractor shall bill the Agency for the full (6) six hours booked.

1. 8:00 am – 10:00 am but the assignment concludes at 9:00 am and the COR releases the Writer, the Contractor shall bill the Agency for two (2) hour of service.

1. 8:00 am – 4:00 pm but the assignment actually lasts from 8:00 am to 4:30 pm and includes a one (1) hour lunch break, the Contractor shall bill the Agency for seven and one-half hours (7.5) hours of service.

No travel or per diem will be reimbursed for travel.

C.5 Evaluation of Services. Recipients of CART services may provide feedback on the quality of the services received to the COR. This feedback will be provided to the Contractor POC by the COR within seven (7) business days of receipt of feedback. The Contractor shall take appropriate action based on the feedback and provide the COR with a written response to the feedback within seven (7) business days of receipt of feedback.

The COR and the Contractor POC will meet every six (6) months, unless mutually agreed to otherwise, to conduct a quality review of services being provided by the Contractor.

C.6 Number of Writers Required Per Assignment

Number of Writers Required Per Assignment. The number of writers required is subject to the approval of the COR.

C.7. Invoicing

Invoices shall be submitted as cost vouchers on a minimum of a monthly basis, but no more than weekly, via the automated system Wide Area Work Flow (WAWF) in accordance with the rate/prices established in this contract. Payment will be made in accordance with the Prompt Payment Act. The voucher shall include a detailed list of each CART event worked which has been certified and approved by the COR or designee that billed hours are accurate and accepted. The detailed list shall include at a minimum the following information:

· Sequential invoice number

· Date(s) work performed and hours expended to include start and stop times

· Description of event worked

· Number of Writers

· Name of Writer(s) who provided service

· Cumulative totals

· Remarks: any specific/pertinent information (Noting of Late Cancel assignments)

C.8 Deliverables/Reports.

C.8.1 Transcription Report. The Contractor and its writer(s) shall provide a complete verbatim transcription of the service rendered to the COR and Deaf/Hard of Hearing employee via email within 24 hours of when the service was conducted. All transcriptions must be free of major errors and untranslations. The Contractor and its writer(s) are responsible for all errors and omissions.

C.8.2 Weekly Status Report. The Contractor POC shall submit a weekly status report to the COR no later than the Close of Business (COB) on the first workday following the work week, unless mutually agreed otherwise, that identifies an accurate record of all events that requested services, whether they were serviced, and the length of service time.

C.8.2 Contractor Manpower Reporting. The contractor shall report all contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for live captioning services at DFAS Columbus via a secure data collection site. The contractor is required to completely fill in all required data fields using the following web address: http://www.ecmra.mil/.

Reporting inputs will be for the labor executed during the period of performance during each Government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year. Contractors may direct questions to the help desk at http://www.ecmra.mil/.

C.9 Quality Control Plan (QCP)

The Contractor’s quality system shall demonstrate its prevention-based outlook by meeting the objectives stated in the PWS throughout all areas of performance (e.g., all functional areas and all performance standards). The QCP shall be developed to specify the Contractor’s responsibility for management and quality control actions to meet the terms of the contract. Within 10 business days from date of award, the Contractor shall provide to the COR the QCP for review.

The Contractor’s QCP shall be incorporated into and become part of this contract after the plan has been accepted by the Government. Changes made after the Contracting Officer (KO) or designee approval shall be submitted in writing to the KO or designee for review and acceptance. The Contractor’s QCP shall be maintained throughout the life of the contract and shall include the Contractor’s procedures to routinely evaluate the effectiveness of the plan to ensure the Contractor is meeting the performance standards and requirements of the contract.

DFAS-Columbus will implement a Quality Assurance Surveillance Plan (QASP) to ensure the Contractor provides the required services and adheres to quality standards as specified in this PWS. The COR shall monitor performance. This monitoring by the COR shall be carried out via the QASP as identified below. The QASP document shall also ensure the Contractor’s QCP effectiveness and provide a systematic method to evaluate the services the Contractor is required to furnish.

The plan is as follows:

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Communication Access Realtime Translation (CART) Services DFAS-Columbus

The Quality Assurance Surveillance Plan is the Government’s plan to ensure the Contractor provides the required services, and adheres to the quality standards as specified in the PWS. Both the Contractor and the Government will agree to the terms of the contract. During the life of the contract, administrative procedures such as inspections, documentation and retention of records, which reflect the Contractor’s performance, will be retained.

The COR will monitor performance to ensure services are received and carried out in accordance with the standards set in this PWS. The monitoring shall be done via Government inspections and Government review of the various reports and documentations defined above in the PWS. This QASP will be used to monitor compliance with contract terms and conditions, identify nonconforming services to determine appropriate action. This plan sets forth the method and manner by which the Government intends to conduct surveillance of work under the contract, and is subject to the unilateral change by the Government without modification of the contract. All work required by the contract is subject to surveillance whether or not specifically included in the plan.

When the Contractor performance fails to achieve the acceptable performance level and is clearly the fault of the Contractor, the COR will prepare a report detailing the deficiencies and forward it to the KO or designee to issue to the Contractor. In response, the Contractor shall explain within (7) business days, in writing, why performance was unacceptable, how performance will be returned to acceptable levels and how recurrence of the problem will be prevented in the future. The KO will evaluate the Contractor’s explanation and determine the appropriate actions.

Performance Measures. Performance Measures will be assessed on a Pass and Fail Grading System (please see the Performance Standards Chart at the top of page 12).

Methods of Surveillance. There are various surveillance methods used to monitor contract performance and compliance. When selecting the appropriate method, the COR will take into consideration task criticality, task complexity, time available, mission requirements. The following are preferred methods of surveillance that may be used to assess contract performance.

0. Random Inspection. This type of surveillance based and assumes the Government receives acceptable performance by the Contractor if a given percentage or number of scheduled inspections is found to be acceptable.

0. Periodic Inspection. This type of surveillance is based upon selecting samples for evaluation on other than 100% inspection or on a statistically random basis.

3. Direct input from Deaf and/or Hard of Hearing employee(s).

Procedures. The COR will perform inspections to ensure Contractor compliance with the appropriate paragraphs in the PWS, other Government requirements, and the Contractor’s own procedures, and will record the results of the inspections, noting the date and time. If inspection indicates a performance level is not met, the Contracting Officer (KO) will notify the Contractor of the deficiency for correction. The Contractor will be given a reasonable time after notification to correct the unacceptable performance. The length of time allowed to correct the problem will depend upon the requirement, complexity of corrective action(s) and the deficiency. The Contractor will notify the KO if the time allowed for correction is not adequate. The COR will not consider the correction action(s) until all deficiencies have been corrected and determined by the COR to be adequate (Government follow-up). Contractor non-responsiveness, deficiencies not adequately addressed or corrected after notification of such, or estimated dates of completion that are not acceptable to the COR will be forwarded to the KO for action.

Performance Standards Chart. The chart below provides performance standards for specific requirements already stated in the PWS.

The Contractor shall attend scheduled and unscheduled meetings to furnish input concerning the operation and management of the interpretation program.

The Contractor shall attend regularly scheduled meetings and other meetings determined necessary by the COR.

Provide accurate and current interpretation tailored to the individual needs of the employee and to agency requirements.

Receive no more than 1 valid complaint about service during a month.

The Contractor shall provide all documentation properly formatted, accurate and submitted by due date.

97% reports completed accurately and on time; 1 day grace period

D. CERTIFICATION AND ACCEPTANCE

The COR is designated as the point of final inspection and acceptance by the Government of all items and services required by the contract.

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