Attachment 1 CSCS SOW -3-3-2026.pdf

Enterprise Services Center (ESC)

AMK-260

CUSTOMER SERVICE CENTER

SUPPORT (CSCS)

Statement of Work (SOW)

Attachment 1

Enterprise Services Center 6500 South MacArthur Boulevard

Oklahoma City, OK 73125 March 3, 2026

ESC Statement of Work (SOW) Customer Service Center Support

Contract

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CSCS SO W Attachment 1, Page ii

Table of Contents

1 INTRODUCTION AND OVERVIEW

1.1 Introduction

1.2 Background

1.3 Statement of Work

1.4 Definitions

2 GENERAL REQUIREMENTS

2.1 Government/Contractor Relationship

2.2 Contractor Employee Supervision

2.3 Transition Phase-In/Phase-Out

2.4 Period of Performance

2.5 Place of Performance

2.6 Observance of Legal Holidays and Administrative Leave

2.7 Hours of Operation

2.8 Telework

2.9 Travel

2.10 Training

2.11 Strike Contingency Plan (SCP)

2.12 Monthly Progress Report

2.13 Invoicing

2.14 Contractor Program Manager & Alternate

2.15 Removal of Contractor Personnel

2.16 Employee Appearance

2.17 Leave Management

2.18 Off-Site Space Requirements

2.19 Productive Year for Over & Above Requirements

2.20 Contract Management Information Management (CMIS) Tool

2.21 Inspection and Acceptance Criteria

3 GOVERNMENT FURNISHED equipment AND SERVICES

3.1 General

3.2 Facilities and Utilities

3.3 Government Furnished Equipment

3.3.1 Office Furniture

3.3.2 General Supplies

3.3.3 Computer Hardware and Software

3.4 FAA Computer Network

3.5 Use of FAA-Provided Vehicles

3.6 Misuse of FAA-Provided Vehicles

3.7 Government Property Physical Security

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3.8 Conservation of Utilities

4 PERFORMANCE REQUIREMENTS

4.1 Over and Above (O&A)

4.2 Technical Requirements for O&A Tasks

5 PERFORMANCE MONITORING

5.1 Quality Control Requirements

5.2 Quality Control Plan (QCP)

5.3 Quality Assurance Surveillance Plan (QASP)

5.4 Contract/Task Meetings

5.5 Contract Review

6 CONTRACTOR PERSONNEL SECURITY REQUIREMENTS

6.1 Security Investigations

6.2 Security Reporting Requirements

7 TRAVEL

8 EMERGENCY SITUATIONS & EXERCISES DURING CONTRACT

PERFORMANCE

9 CONTRACT DATA REQUIREMENTS LIST (CDRL)

9.1 CDRL Deliverables

9.2 List of CDRLs

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1 INTRODUCTION AND OVERVIEW

1.1 Introduction

The Mike Monroney Aeronautical Center (MMAC) is a major organizational complex representing the Federal Aviation Administration (FAA), Department of Transportation (DOT), and other Federal agencies. The Aeronautical Center supports the safe and efficient operation of national and international aviation systems and provides competitive business solutions for its customers.

The Enterprise Services Center (ESC) is an organization located at MMAC. ESC operates as a Federal Financial Shared Service Provider; one of four federal financial management Centers of Excellence as designated by the Office of Management and Budget (OMB) to provide integrated business services and solutions to the Federal Government. ESC operates under a “fee-for-service” principle, which encourages business-like decisions creating more cost awareness and increased customer focus.

In furtherance of its Shared Service Provider designation, ESC focuses on external sales to the federal government market and improving internal operations. ESC actively pursues new business in support of the Government’s initiative for cross-agency servicing using Shared Service Providers, thereby realizing economies of scale. ESC consists of the AMK-1 Director, AMK-10 Business Relationship & Project Management Office, AMK- 20 Business & Resource Support Office, AMK-200 the Information & Digitial Services (I&DS) Division, and AMK-300 Financial Services & Task Automation Division.

AMK-200 the Information & Digital Services (I&DS) Division provides information technology life cycle management in support of the ESC service portfolio, to include support to financial services and all aspects of technology and media services. The activities augment and amplify the business processes of local and national federal missions at departmental and agency levels supported by the Office of Management and Budget (OMB) Shared Service Provider (SSP) and General Services Administration (GSA) designations that the ESC maintains. Within the AMK-200 Organizational chart is AMK-260 Customer Service Center (CSC) Branch.

1.2 Background

AMK-260 Customer Service Center (CSC) Branch consists of three sections:

The Contractor shall provide all personnel, management, supervision, and other items necessary or services necessary to support AMK-260 Customer Service Center (CSC) Branch, which consists of three sections:

AMK-261 Service Desk & Remote Support Section;

AMK-262 Desk Side Support & Implementation Section;

AMK-263 Media & Print Solution Section.

These service areas have a requirement for technical support to provide the following requirements for the MMAC, FAA, DOT, and other Federal Agencies:

CSCS SOW Attachment 1, Page 2

• Task 1 (AMK-261) - Level 1 Customer Service Desk

• Task 2 (AMK-262) - Desk Side Support and Implementation Unit

• Task 3 (AMK-263) - FAA Media Solutions

Labor categories may include, but are not limited to the following: Project Manager (Low Risk), Computer Operators I-V (Moderate Risk), Computer Operators I-V (Low Risk), General Clerks I-III (Low Risk), Administrative Assistant (Low Risk), and Personal Computer Support Technicians (Moderate Risk), Computer based training Specialist (Low Risk) and Flash/HTML 5 Content Creator (Low Risk).

1.3 Statement of Work

The Contractor must provide all personnel, management, supervision, and other items or services necessary to perform work identified in the Statement of Work (SOW) and individual Task Statements of Work (TSOW) attached to the resulting contract (see Attachments 1 - 5).

Services must be performed at MMAC, Oklahoma City, Oklahoma unless otherwise mutually agreed upon between the Government and the Contractor.

New labor categories or skill levels may be added during the course of this contract to reflect changes in technology or the Government’s needs, provided that the labor category or skill level falls within the general scope of work for this contract, which is for Customer Service Center (AMK-260) support. Throughout this entire requirement, the terms “Labor Hour (LH)” and “Time and Materials (T&M)” are used interchangeable.

1.4 Definitions

Computer Based Training (CBT). Training done via computers, web based, packaged and hosted videos. Advantages are less expensive to deliver than Facility Led Training (FLT), less labor (no instructor), greater productivity because representatives are not off the phones for long periods of time, and can be delivered to a representatives’ desktop eliminating the need for a classroom. Limitations are that CBT does not provide human reinforcement, it’s not as effective for soft skills training, and there is a lack of group interaction.

Contracting Officer (CO). The person authorized to act on behalf of the Government to negotiate and award contracts and modifications thereto, and to administer contracts through completion or termination. Except for certain limited authority delegated by the CO to a technical representative, the CO is the only individual with the authority to direct the work of the Contractor.

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Contracting Officer’s Representative (COR). The Government representative responsible for technical content of the contract and any subsequent task(s). This person will be responsible for monitoring Contractor’s performance and will be involved with modifications or changes to the contract or Statement of Work, Program Reviews, and overall Contractor’s performance.

ISSO. Information Systems Security Officer.

MMAC Program Manager. The Government representative responsible for managing the contract at a high level. For example, involved with modifications or changes to the contract or Statement of Work, Program Reviews, and overall contractor’s performance.

2 GENERAL REQUIREMENTS

2.1 Government/Contractor Relationship

The services to be delivered by the Contractor to the Government are non-personal services. No employer-employee relationship must exist between the Government and the Contractor and/or between the Government and the Contractor’s employees.

2.2 Contractor Employee Supervision

Contractor must designate appropriate and sufficient supervisory personnel to meet task outcomes. The Contractor will provide day-to-day supervision of all contract personnel including, but not limited to, work assignments, performance monitoring, payroll records, leave approval, and monitoring, etc. FAA will provide, as needed by the Contractor, limited assistance in the form of technical and policy guidance through the assigned COR.

2.3 Transition Phase-In/Phase-Out

2.3.1 Phase-In Plan

Services under this contract are vital to the Government and must be continued without interruption; therefore, upon contract expiration, a successor, either the Government or another Contractor, may continue them. The Contractor agrees to:

Furnish, as part of its technical proposal, a Phase-In Plan.

Exercise its best efforts and cooperation to effect an orderly and efficient transition.

To ensure a smooth transition in the change of work effort from the current Contractor, the Contractor must begin the 30-day Phase-In period as required by the SIR/contract. The purpose of this Phase-In is to:

Observe work accomplished by current employees.

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Complete personnel requirements (work force) including the hiring of personnel to assure satisfactory performance beginning on the contract start date. Soliciting personnel for employment during their duty hours is prohibited, unless interview arrangements are coordinated through the Government CO and the incumbent’s personnel office.

Obtain security clearances, if required.

Complete training requirements and accomplish necessary training of

Contractor employees.

Complete the development of necessary work plans/procedures.

Complete the development of quality control plans and procedures.

The Contractor will use this time for staffing and implementing those operating procedures under the contract described in the required Phase-In Plan. The Contractor must be allowed access to the facilities to familiarize supervisors, key personnel and staff with equipment, reporting, work scheduling and procedures.

However, such access will not interfere with the production efforts of current Contractor personnel. To preclude such interference, arrangements for access to the Government facilities will be made with the CO.

2.3.2 Phase-Out

Should the Government award a follow-on contract to this effort; the Contractor agrees to cooperate with the Government and the follow-on Contractor to insure a smooth transition to the new contract. During the phase-out familiarization period, the incumbent must be fully responsible for all current task order services.

In the event the follow-on contract is awarded to other than the incumbent, the incumbent Contractor will cooperate to the extent required to permit an orderly change over to the successful Contractor. With regard to the successor Contractor’s access to incumbent employees, a recruitment notice may be placed in each facility. At the conclusion of any performance period, including option periods or extensions, the services provided under this contract may be awarded to another Contractor. The Contractor in place must be required to assist in the phase-in activities.

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2.4 Period of Performance

The contract must cover a base period from on or about* July 1, 2027 to June 31, 2028, with four (4) one-year option periods:

Option 1 - July 1, 2028 to June 31, 2029 Option 2 - July 1, 2029 to June 31, 2030 Option 3 - July 1, 2030 to June 31, 2031 Option 4 - July 1, 2031 to June 31, 2032

*Dates are estimated. Actual contract dates will be established in the award.

2.5 Place of Performance

The contract is to be performed primarily at the Mike Monroney Aeronautical Center (MMAC), 6500 South MacArthur Blvd, Oklahoma City, Oklahoma, unless otherwise mutually agreed upon between the Government and the Contractor. Should the successful Contractor’s proposal include provisions for Contractor personnel to work at a location other than the MMAC, the Contractor’s pricing must include all proposed costs relative to Contractor personnel working at the off-site facility.

All functions listed within this SOW must be located in the fifty United States or the District of Columbia, unless otherwise approved by the FAA.

2.6 Observance of Legal Holidays and Administrative Leave

Generally, the Contractor will not be required to work nor will payment be made by the Government for holidays and administrative leave, unless directed otherwise by the Task.

The Contractor is responsible for paying their employees in accordance with the applicable Department of Labor wage determinations, to include overtime, at all times.

Contractor will not be allowed to work nor will the Contractor be compensated, unless continuation of the work (via telecommute; alternative location(s); etc.) is identified by the COR and authorized by the CO.

The Government observes only the holidays listed below:

a. New Year’s Day, January 1

b. Martin Luther King’s birthday, the third Monday in January

c. Washington’s Birthday, the third Monday in February

d. Memorial Day, the last Monday in May

e. Juneteenth, June 19

f. Independence Day, July 4

g. Labor Day, the first Monday in September

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h. Columbus Day, the second Monday in October

i. Veteran’s Day, November 11

j. Thanksgiving Day, the fourth Thursday in November

k. Christmas Day, December 25

l. Any other day designated by Federal statute, executive order, or presidential proclamation.

m. Local determinations relating to adverse weather conditions, national emergencies, energy conservation, MMAC/Organizational determinations, etc., may require the Center to close. During such periods of closure, when Contractor employees are not permitted to work, the following conditions apply:

When any such day falls on Saturday, the preceding Friday is observed and when any such day falls on Sunday, the following Monday is observed.

NOTE: Legal Holidays and Administrative Leave does not apply to Level I services (Task 1- AMK-261), which are required 24x7x365/366, including all Legal Holidays and during periods of Administrative Leave.

2.7 Hours of Operation

Refer to individual Task Statement of Work (TSOW) for information about operating hours.

2.8 Telework

Telework is a work arrangement that allows an employee to perform work, during any part of regular, paid hours, at an approved alternative worksite (e.g., home, telework center, etc.). The Government may request that the Contractor implement Telework procedures under certain conditions, therefore the Contractor must have established Telework Agreements in place with their employees. Upon award, the Contractor telework agreement must be submitted to the FAA CO for review and documentation of compliance with Government safety and property guidelines. The Contractor telework agreement should be submitted annually to incorporate updates as necessary. The Contractor is responsible for their employees, labor hours, assignments, internet connectivity, and government property while in telework status.

Unscheduled telework is when a manager approves a request to telework from a telework-ready employee on a non-telework day due to emergency related conditions (e.g., inclement weather, pandemics, building closures, or other agency announced emergencies).

The process for requesting unscheduled telework of Contractor employees is as follows:

• The Government request will be coordinated with the CO and the Contractor PM.

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• The request will identify the unscheduled telework condition (e.g., inclement weather, pandemics, building closures or other agency announced emergencies),

• The request will identify what Contractor labor category is eligible for telework.

(NOTE: FAA defines eligible positions/assignments as those which require/have equipment and access to work off-site, with instructions for documenting assignments).

• The COR will identify tasks and approve the deliveries for the specific telework date, time and tasks.

In furtherance of Continuity of Operations Planning (COOP), a telework program may be enacted to ensure the Government’s mission-critical operations stay operational during times of National Emergency or Incidents of National Significance. If applicable, prior to task award, the COR(s) must identify to the Contractor that the task requires a continuity of critical services and at what level those services must be delivered. This Mission- Critical task will include a filled out AMS Clause 3.2.1.5-4 “Continity of Services – Mission Critical Contracts.”

All scheduled or unscheduled telework will be at no additional cost to the Government.

2.9 Travel

The Contractor may be required to travel in management of the contract, for formal FAA specific training, and/or performance of work under the contract. The Contractor must coordinate travel with the COR and obtain prior authorization for travel from the CO prior to incurring any travel costs. A proposal showing a complete breakdown of all estimated travel charges must be provided to the CO at no additional cost to the Government. If accepted, the CO will provide a written authorization to the Contractor to proceed with travel provided travel funds are available on the individual task order. The Contractor is responsible for arranging all required travel. Allowable reimbursements on travel costs must be in accordance with AMS Clause 3.3.2-2 “Reimbursement of Travel and Subsistence.”

2.10 Training

The Contractor must provide qualified employees to meet the tasks set forth with in each TSOW, have an ongoing training program, and be responsible for Contractor employees acquiring the knowledge and skills necessary to support new technology. The Contractor must provide verification to the Government that all employees receive necessary training through a Training Report (CDRL A004) provided to the COR(s). When advantageous to the Government, training may be provided by the Government at no cost to the Contractor if the training course is not commercially available. This training will be included in labor hour task order amounts and may fall into one of the following categories:

• Unique to the FAA - The Government is providing training exclusively for tasks that are required to be performed at FAA facilities (e.g., on-the-job training to each

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Contractor employee or a train-the-trainer, as required to fulfill additional requirements such as new Customer Provider Agreements (CPAs)/SLAs, changes to CPAs/SLAs, service desk software, agency policies, security issues, software upgrades, etc.). In these instances, the employees training must be included within the task order; or

• Directed/Mandated by the Government - The class is directed/mandated by

Government regulation, FAA Administrator (AOA-1), or an FAA Security Element. This training must be included within the task order.

Prior to attending any FAA-sponsored training, all support Contractors are required to submit the “Support Contractor Authorization – FAA Sponsored Training” form to the COR with final approval by the CO. Reimbursement of Government-paid training costs may be required if a Contractor employee does not remain in the position for one (1) year from the date of training.

2.11 Strike Contingency Plan (SCP)

The contractor must develop a SCP to ensure continuity of operations in the event of a strike by contractor personnel. Contractor services under SCP must be at no additional cost to the Government. Two copies of the contractor’s final SCP must be provided to the CO and MMAC PM for approval not later than two weeks after contract award in accordance with A007 SCP. Any changes to the SCP must be provided in writing to the CO within five days prior to the effective date of the change.

2.12 Monthly Progress Report

The contractor must prepare and submit a monthly progress report in accordance with CDRL A004, Monthly Progress Report, for every active task order, describing the progress achieved during the past month, plans for the forthcoming month, any anticipated problems, and any action required by the Government.

For Labor-Hour Task Order, these reports must include monthly and cumulative labor hours, associated labor rates, and extended dollar expenditures.

The Contractor is required to submit the monthly progress report on the fifteenth business day of the following month, allowing customers to review Contractor performance in a timely manner without delaying prompt payment of invoices. An approval of a monthly progress report by the customer agency is considered an acceptance of the Contractor’s performance, including expenditures, for the month.

2.13 Invoicing

All invoices submitted under the resulting contract must be reviewed and approved by the CO and COR for payment. Invoices should be submitted within 30 calendar days from the last day of the month to be invoiced and should track costs at the CLIN and task level to

CSCS SOW Attachment 1, Page 9 provide auditable details for payment approval. An invoice report must be submitted by task to the CO, applicable COR and the MMAC PM, pursuant to CDRL A007 (Contract Invoicing and Payment Report).

2.14 Contractor Program Manager & Alternate

The Contractor must assign a Program Manager (PM) and designated alternate who must be responsible for the performance of the work specified in accordance with the terms and conditions of the contract. The PM must have full authority to act on behalf of the contractor for all issues pertaining to contract administration of the contract. The PM and their designated alternate are considered Key Personnel as addressed in AMS 3.8.2-17.

The PM and designated alternate must be available during core hours (9:30 am – 2:30 pm CT business days) within three business days of the request to meet with Government personnel designated as the Contracting Officer (CO), MMAC Program Manager, and/or Contracting Officer’s Representative (COR). The PM and designated alternate must be able to read, write, speak and understand English.

The PM must at a minimum have a Bachelor’s degree, successfully completed 24 hours of college level management or business courses, and have a minimum of seven (7) years of project management or managerial experience in either private industry or the Government.

The PM and designated alternate must also possess the following qualifications:

• Be highly experienced in management of projects of the magnitude of this contract.

• Have a working knowledge of Government logistics operations.

• Possess effective management, organization, and problem solving skills.

The Contractor PM and designated alternate must be responsible for the following:

• Managing the program for the Contractor.

• Being the primary point of contact for the CO, COR or MMAC PM to resolve problems under the contract.

• Designating a contractor representative as acting PM whenever absent and providing adequate notifications to the CO and COR.

• Ensuring all CDRL reports and other deliverables are delivered timely.

• Attending meetings pertaining to contract performance as required by the CO.

• Maintaining appropriate staffing levels and IAW Section 6, Technical

Requirements, filling vacancies within the specified timeframes.

2.15 Removal of Contractor Personnel

The Government may withdraw a previously issued approval or assignment of Contractor personnel to this contract and request that the individual be removed from the contract based upon the individual not meeting Government expectations or requirements for personal, professional, or performance standards. Requests for removal will be initiated by the COR, reviewed for validity/approved by the CO and negotiated with the PM unless

CSCS SOW Attachment 1, Page 10 removal is due to a security violation that requires immediate removal from the Government facility.

2.16 Employee Appearance

Contract employees must be well groomed and dress in a neat, clean, professional manner which reflects a positive image to the public and does not detract from the professional image of the Government. Shoes must be neat and clean. Hair color/hairstyle, makeup should not be disruptive in a professional environment.

2.17 Leave Management

The Contractor must maintain adequate staffing levels in order to ensure performance and delivery requirements are met. The Contractor must manage leave usage to ensure FAA requirements will not be impacted by significant unplanned leave usage.

2.18 Off-Site Space Requirements

In the event that I&DS declares a Continuity of Operations (COOP) situation, the Contractor must provide (with approval and authorization from the CO) the required climate controlled space conducive to continuing the performance of the task at hand including the following:

• All utilities, telephones, janitorial services, high speed internet, etc.

• Office equipment/furnishing(s) and supplies.

The Government will provide laptops, headsets and associated hardware and software as well as the connectivity solution to the MMAC network. With the direction and assistance of the Government representative(s), the Contractor must provide the appropriate network connectivity as required for information systems access.

2.19 Productive Year for Over & Above Requirements

For Labor hour tasks, the amount of man years of effort for different labor categories needed to accomplish a given task, the total number of direct productive labor hours in a work year (otherwise known as a man year of effort) is considered to be 1864 for Service Contract Act positions and 1840 for Professional positions (i.e. Program Manager/HTML).

Hourly rates within the Labor hour pricing must include all labor mix, reports, training, overhead, fringe general and administrative (G&A), profit applicable to the contractor as well as subcontractor(s)/teaming partners to meet all of the requirements.

Program Management hours will be charged to each task at the relevant percentage.

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2.20 Contract Management Information Management (CMIS) Tool

All contract employees providing services under this contract are required to enter their hours into the ESC CMIS system on a daily basis in order for ESC to accurately track labor costs per project, and provide a baseline for future budget projections. The Contract Project Manager will receive direction on how to access and enter information into CMIS and will assure their staff is weekly entering accurate data. The appropriate project and task codes must be utilized for this project

2.21 Inspection and Acceptance Criteria

The cognizant COR will monitor the contractor’s efforts at specific stages of task accomplishment IAW the requirements listed in the individual TSOW.

3 GOVERNMENT FURNISHED EQUIPMENT AND SERVICES

3.1 General

The Government will provide, without cost, the facilities, equipment, materials and services listed below. The Government-furnished property and services provided as part of this effort must be used by the Contractor only to perform under the terms of the resulting contract.

No expectation of personal privacy or ownership using any FAA electronic information or communication equipment must be expected.

3.2 Facilities and Utilities

The Government must provide facilities at the Mike Monroney Aeronautical Center, 6500 South MacArthur Boulevard, Oklahoma City, Oklahoma 73169, or other local Government leased/owned facilities, including all utilities, telephone, janitorial services and furniture for Contractor employees performing on tasks unless otherwise noted in the individual task order.

3.3 Government Furnished Equipment

The items described in the following paragraphs must be considered Government furnished equipment.

The Contractor will be required to provide property management controls to ensure optimum utilization and security. The FAA retains property management authority for all items provided, as well as, sole discretion in the placement, movement and removal of all property provided to the Contractor. The Contractor must not remove, relocate, or re-assign Government furnished property without prior approval of the COR. Contractor must

CSCS SOW Attachment 1, Page 12 optimize their use of Government furnished property provided. The Contractor must comply with associated FAA property clauses and contract requirements, including submission of an annual report pursuant to CDRL A009 (GFE Report).

3.3.1 Office Furniture

The Government will provide workstations, desks, chairs, filing cabinetry, and headsets for Contractor personnel comparable to those provided to Government personnel. Any furnishings provided are at the sole discretion of the Government (e.g., type, model, style, etc.). The Government may also require desk sharing.

3.3.2 General Supplies

The Contractor is responsible for providing their general office supplies. Company specific supplies and materials required by the Contractor, (e.g., pre-printed stationary, business cards, and timecards) will not be supplied by the Government. It is at the Government’s discretion to provide general office supplies in support of contract requirements.

3.3.3 Computer Hardware and Software

The Government will maintain and distribute all computer equipment and software typically required to fulfill requirements as requested by the Government under this contract, subject to availability, and based on workload priorities. The Contractor will be required to implement and manage property management controls or procedures including conducting property audits two times per year for all loaned Government property. The outcomes of these audits will be provided to the COR and the responsible government Property Custodian. Before Government equipment can be provided, the Contractor Program Manager or designee must sign the appropriate Government property documents.

The Government must provide the following:

• A suitable working environment (i.e., office furniture and administrative supplies).

• Pagers, headsets, cell phones and maintenance agreements for such equipment when determined to be applicable by the COR. The Government will replace items that are determined to be beyond economical repair by the COR unless the damage or loss is due to Contractor negligence.

• A Personal Computer (PC) and/or a laptop (under certain conditions if approved by the COR) with access to an appropriate host computer and auxiliary hardware and software required in the performance of this contract.

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• Government Furnished Property (GFP) will be identified on each individual task as required. The respective COR will identify and make available required Government property in accordance with contract requirements.

In furtherance of this, the COR will initiate, process and maintain source documents, perform inventory verification, and validate the Contractor’s annual property report. The Contractor must be directly responsible and accountable for all Government property provided under this contract, including property in the possession or control of a subcontractor. The Contractor must comply with associated Federal Aviation Administration (FAA) property clauses and contract requirements, including submission of an annual report pursuant to CDRL A008 (Government Furnished Property Report).

Contractor personnel must not install, uninstall, move, or make modifications to any hardware or software on computers designated for Contractor individual use located at the MMAC without prior approval from the COR and in coordination with the cognizant government Property Custodian.

The contractor is responsible for the computer hardware and software required by the Contractor management and administrative personnel.

3.4 FAA Computer Network

All Internet and electronic media access accomplished by Contractor employees (utilizing Government-furnished equipment) must be for official Government business and in support of task requirements. Use of computer systems for personal use is prohibited.

All e-mail access and use by Contractor employees must be in support of the individual’s official duties and task responsibilities. All information created, transmitted, received, obtained, accessed, or in any way captured electronically using FAA e-mail systems is the property of the Government.

3.5 Use of FAA-Provided Vehicles

The FAA has commuter vehicles accessible for mission requirements. The vehicles will be available for use by Level 2 Computer Deployment Support and Contractor personnel performing in support of deployment support tasks under the contract. The commuter vehicles are available to government and contract personnel in order to expedite the customer support process when the mission requires performance of assignment at the customer’s work site. When this transportation is provided, Contractor personnel must follow all related FAA Policy and policy of the Sponsoring organization (ESC). The applicable FAA policy will be identified in the FAA eLMS Low Speed Vehicle Course (FAA30050015). ESC policy is located at the AMC/ESC KSN website. Updates to the applicable policy for the Sponsoring organization will be included on the annual contract

CSCS SOW Attachment 1, Page 14 document for each option year. FAA-provided vehicles are to be used for official government business only.

The following conditions must be met in order for Contractor personnel to drive FAA commuter vehicles:

• The Sponsoring organization must identify the type of vehicle (commuter, or automobile/truck), owner of the vehicle, value of the vehicle, and method of tracking (i.e. FAA AITS). The vehicles available by the Sponsoring organization will be identified on the individual orders of the Sponsoring organization.

• The Sponsoring organization must document the policy/rules for use of the vehicles, provide a copy to the CO, and maintain a copy in the organization’s KSN website.

• The CO will coordinate the policy/rules with the Contractor PM who will be responsible for ensuring the employees have been made aware of the current applicable policy.

• IAW ESC-OSH-OC-8.1.1 OSH Hazard Operational Control Document, ESC requires all FTEs and Contractors to complete the mandatory eLMS FAA 30050015 MMAC Low Speed Vehicle Operators Training Course, which applies to the commuter vehicles used on site by employees working in Level 2 Computer Deployment Support.

• The Contractor employee must have and properly display a DOT/FAA identification badge/card whenever driving a FAA-provided vehicle.

• The Contractor employee must have a valid motor vehicle operator’s license or permit on her/his person whenever driving a FAA-provided vehicle.

3.6 Misuse of FAA-Provided Vehicles

Misuse of FAA-provided vehicles by Contractor personnel will result in a determination as to appropriate corrective action for each infraction. Depending upon the nature and severity of the infraction, corrective actions can range from loss of driving privileges to a recommendation to the CO for removal of Contractor personnel. Further, these determinations are not subject to appeal. Lastly, these provisions do not preclude the imposition of any applicable civil or criminal penalty resultant from an infraction.

3.7 Government Property Physical Security

The contractor must be responsible for safeguarding all Government property for contractor use. At the close of each work period, Government facilities, equipment, and materials must be secured.

3.8 Conservation of Utilities

The Contractor must instruct employees in utilities conservation practices. The Contractor must be responsible for operating under conditions, which preclude the waste of utilities, which must include:

• Lights must be used only in areas where and when work is actually being performed.

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• Mechanical equipment controls for heating, ventilation, and air conditioning systems must not be adjusted by the contractor or by contractor employees unless authorized.

• Water faucets or valves must be turned off after the required usage has been accomplished.

• Computer equipment must be powered down during off hours, unless otherwise coordinated with the COR.

4 PERFORMANCE REQUIREMENTS

4.1 Over and Above (O&A)

When authorized, the contractor must provide qualified personnel to satisfy specific tasks (e.g., special projects; remote call centers; etc.) that require work on an “as needed” basis provided such requirements are within scope of the contract. All functions within AMK- 260, Customer Service Center Branch, must be considered within the Scope of this requirement. These tasks will be labor hour using pre-negotiated skill categories (Reference attachment 6). The Government reserves the right to award a tasks(s) to another vendor based on the criticality of the task and/or if it is in the best interest of the Government.

4.2 Technical Requirements for O&A Tasks

The Contractor must be poised to provide staffing within thirty (30) business days of issuance of new task orders written under the Over and Above CLIN. For existing O&A Tasks, the Contractor will notify the COR immediately when potential vacancies are identified to the Contractor. At that time the COR will advise the Contractor in writing whether the pending vacancy should or should not be filled. Vacancies on existing O&A tasks must be filled within thirty (30) business days after COR notification. If the Contractor is unable to fill vacancies within the required timeframe, the Contractor must provide a written statement to the MMAC PM and COR(s) stating the reason(s) for not meeting the placement criteria with stated corrective actions to timely meet future employee placements (Monthly Progress Report, Invoicing, CDRL A003).

Note: The Government’s Security investigation is not included in the thirty (30) business days.

5 PERFORMANCE MONITORING

5.1 Quality Control Requirements

ESC has historically established Service Level Agreements (SLA) with their customers reflecting minimum acceptable performance levels allowed for services provided. These

CSCS SOW Attachment 1, Page 16 performance levels will be identified in the tasks issued hereunder in furtherance of said agreements.

5.2 Quality Control Plan (QCP)

The contractor is responsible for the quality of all work performed. The contractor measures that quality through the contractor’s own quality control (QC) program. QC is work output, not workers, and therefore includes all work performed under this contract regardless of whether the work is performed by contractor employees or by subcontractors.

The Contractor Quality Control Plan (QCP) will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction and other customer performance within the SOW and TSOW. The Contractor must include an initial QCP with their proposal. After award, the CO will notify the Contractor of acceptance or required modifications to the plan. The Contractor must make appropriate modifications at no additional cost to the Government and obtain acceptance of the QCP by the CO before the start of the initial performance period. Pursuant to CDRL A004, Quality Control Plan (QCP), the Contractor must submit an updated QCP to the CO for approval six months after contract award, assuming the benefit of lessons-learned over the initial six-month period. Thereafter, the plan must be reviewed, updated, and submitted annually, or as changes occur, for acceptance by the Government. The QCP must describe the inspection system for the requested services listed in the SOW and must include the following:

• A description of the Contractor’s quality control system. The system must cover all services, specify work to be inspected on either a scheduled or unscheduled basis, frequency, and describe how inspections are to be conducted.

• The name(s) and qualifications of individual(s) responsible for performing quality control inspections, and the extent of their authority.

• A description of the methods used to record the quality control inspection and corrective actions taken.

• A description of the methods used for identifying and preventing defects in the quality of service performed.

• The approach for filling vacancies in a timely manner, providing qualified personnel and maintaining an ongoing training program to ensure Contractor employees acquire the knowledge and skills necessary for new/emerging technology, managing changes in workload requirements, and providing timely and accurate invoices.

The Contractor must maintain a file of all scheduled and performed Quality Control inspections, inspection results, and dates and details of corrective actions. The file must be made available to the CO and MMAC PM upon request.

CSCS SOW Attachment 1, Page 17

5.3 Quality Assurance Surveillance Plan (QASP)

The Government will evaluate the Contractor’s performance under this contract in accordance with established quality assurance surveillance policies and processes. The Government reserves the right to modify the existing QASP at any time to prevent an increase in discrepancies. The Government must record all activities. When an observation indicates defective performance, the Government must notify the Contractor in writing and the Contractor’s representative must acknowledge/investigate the deficiency.

The Government’s QASP is not a substitute for quality control by the Contractor. All findings of unsatisfactory or non-performed work must be identified and resolved in accordance with the QCP (as above). Positive or negative performance will be documented in performance reports to the CO.

5.4 Contract/Task Meetings

The Contractor PM or designated alternate must be required to meet, at the discretion of the CO or MMAC PM during the term of the contract. These meeting minutes must be documented pursuant to CDRL A005 (Conference Report).

5.5 Contract Review

Quarterly contract review meetings may be coordinated by the government to disseminate information and discuss any contract or operational issues, including task order activity.

These program reviews, if conducted, will be at a time and location of the government’s choosing. The Contractor must submit any agenda items to the CO and MMAC PM no later than five days prior to the scheduled contract review. Associated costs with the attendance at these reviews will be at no direct cost to the government.

6 CONTRACTOR PERSONNEL SECURITY REQUIREMENTS

6.1 Security Investigations

Contractor personnel must be required to perform duties requiring a security investigation.

The type of investigation required will be determined by the position risk level designation for all duties, functions, and/or tasks performed. The scope of the investigation required and the forms to be completed must be determined in accordance with FAA Order 1600.72A, Contractor and Industrial Security Program. The Contractor must be responsible for the preparation and submittal of the required forms to the Security Office.

The Contractor personnel must not be required nor permitted to perform work prior to receipt of the required approval unless a temporary waiver is granted by the appropriate Government official.

The contractor must take all necessary steps to assure that contractor or subcontractor personnel who are selected for assignment to the resulting contract are persons of professional and personal integrity and trust, and meet all other requirements stipulated herein. The fact that the Government performs security investigations must not in any manner relieve the contractor of this responsibility.

CSCS SOW Attachment 1, Page 18

Consistent with FAA Order 1600.72, the FAA Servicing Security Element (SSE) must approve designated risk levels for the positions under the contract. Those risk levels are:

Labor Category Risk Level Administrative Assistant (Task 3) Low Risk Computer Operator, Level I – IV (Task 1) Moderate Risk Computer Operator, Level I – IV (Task 3) Low Risk Computer Based Training Specialist (Task 3) Low Risk eLearning Development Flash Conversion & HTML Programming Spt (Task 3)

Low Risk

General Clerks, Level I – IV (Task 3) Low Risk Personnel Computer Support Technicians (Task 2) Moderate Risk Program Manager Low Risk

Note: These are for informational purposes only and may be different depending on the task.

If the task deviates from what is listed above it will be annotated on the individual Task Order.

The contractor must submit a semi-annual report providing a listing of the names of all contractor personnel who had access to an FAA facility, sensitive information and/or resources anytime during the reporting period. Copies must be submitted to the CO, Security Office and MMAC PM, pursuant to CDRL A002 (Contract Roster and Employee Changes).

6.2 Security Reporting Requirements

The Contractor must submit a monthly report providing a listing of the names of all Contractor personnel who had access to an FAA facility, sensitive information and/or resources anytime during the reporting period. Copies must be submitted to the CO, Security Office, COR(s) and MMAC PM, pursuant to CDRL A001 (Contract Employee Listing / Employee Changes / Vacancy). The Contractor must also submit a monthly report of any employment changes made during the reporting period to the CO, Security Office, COR(s), and MMAC PM. Examples of such changes are terminations, new hires, and name changes.

7 TRAVEL

The Contractor may be required to travel in management of the contract for formal FAA specific training, and/or performance of work under the contract. The Contractor must coordinate travel with the COR and obtain prior authorization for travel from the CO prior to incurring any travel costs. A proposal showing a complete breakdown of all estimated travel charges must be provided to the CO at no additional cost to the Government. If accepted, the CO will provide a written authorization to the Contractor to proceed with travel provided travel funds are available on the individual task order. The Contractor is

CSCS SOW Attachment 1, Page 19 responsible for arranging all required travel. Allowable reimbursements on travel costs must be in accordance with AMS Clause 3.3.2-2 “Reimbursement of Travel and Subsistence.”

8 EMERGENCY SITUATIONS & EXERCISES DURING CONTRACT

PERFORMANCE

Emergency situations and exercises are temporary exceptions to the prohibition of contractor personnel being subject to the direction and control of Government personnel when performing non-personal contract services in Government facilities.

All contractor personnel at a Government work site or facility during an actual emergency must conform to the procedures posted or directed by Government officials responsible for emergency response at that site or facility. Such officials include evacuation wardens/monitors, security personnel, Emergency Readiness Officers, management, CORs, etc.

Contractor personnel must participate in all emergency exercises, including evacuations, as part of performance under this contract. On rare occasions and based on advance arrangements that are then announced at the time of an exercise, contractor personnel will be excused from evacuations.

Contractor management/site supervisors must ensure that each contractor employee assigned to work in Government facilities possesses a general awareness of emergency and evacuation procedures at all locations where the employees might be during an emergency or exercise. Contractor management/site supervisors are responsible for accounting for their employees during an actual emergency or exercise, and are subsequently required to report this information to their Contracting Officer Representative (COR) and ESC Emergency Readiness Officer (ERO) as soon as practical based on the situation. Information on emergency procedures may be requested from the COR or a designated Government contact point at the work site.

When there are disruptions to Government operations at the Mike Monroney Aeronautical Center, contractor management/site supervisor should ensure that all employees are aware of the following methods of obtaining the Center’s status:

The Center Status website:

https://my.faa.gov/org/centers/mmac/employee_services/center_status

Status Phone number; (405) 954-0040, and local news channels.

https://my.faa.gov/org/centers/mmac/employee_services/center_status

CSCS SOW Attachment 1, Page 20

If the Center is OPEN during inclement weather, it’s business as usual. Any need for unscheduled leave is between the contractor employee and their contractor management, not the FAA.

When the Center is OPEN with DELAYED ARRIVAL, contractors may allow their employees to arrive at the worksite in accordance with the DELAYED ARRIVAL under which the Center is operating. However, the government will not pay for hours not worked contracts and discussions on accounting for time or any other contract type should be between Contractor management/site supervisor and COR or CO.

When the Center is CLOSED, contractor employees should not report to the Center unless they have been informed in advance that they are considered “emergency” employees or their contractor management/site supervisor has provided other direction. Any discussions on accounting for time or any other contract type should be between the contractor management/site supervisor and the COR or CO.

If an alternative duty location is activated that includes contractor employees, all contractor employees will be made aware of that location through their contractor management/site supervisor.

9 CONTRACT DATA REQUIREMENTS LIST (CDRL)

9.1 CDRL Deliverables

All data deliverables must be prepared and delivered in accordance with the corresponding CDRL items specified under the contract. CDRL items pertaining to specific work to be performed under task orders issued hereunder should be identified within the task’s individual SOW.