Attachment 1. PWS WCF TVC Services FY25.pdf

PERFORMANCE WORK STATEMENT (PWS)

Tour and Visitor Center Contract Western Currency Facility (WCF)

PART 1 GENERAL

INFORMATION

1. General: This is a nonpersonal services contract to provide operations for the Bureau of

Engraving and Printing (BEP) Western Currency Facility (WCF) Tour and Visitor Center (TVC). The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn, is responsible to the Government.

1.1 Description of Services/Introduction: The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision and other items and nonpersonal services necessary to facilitate and manage all WCF TVC operations; to include tour and retail sales operations, transportation services and safety procedures, operational duties with the information desk, two floors of exhibits and displays, theater and film operations, and all other requirements as defined in this Performance Work Statement (PWS) except for those items specified as Government furnished property and services. The goal of this contract is to provide a service that meets the public’s expectations of the BEP as a world-class securities printer and to communicate to WCF visitors the significance of currency manufacturing, currency history, and currency safeguards. The Contractor shall perform to the standards in this contract.

1.2 Background: The BEP is the component of the Department of the Treasury that designs, engraves and prints United States (U.S.) paper currency and other U.S. security products. Paper currency operations are conducted at both the BEP's Washington, D.C., and Fort Worth, Texas, facilities. The BEP is the U.S. Government's security printer and, as such, is a closed, high-security manufacturing facility. The WCF is located at 9000 Blue Mound Road, Fort Worth, Texas, 76131, and is principally devoted to ensuring a safe, secure and reliable supply of banknotes to the nation's twelve (12) Federal Reserve Banks. The WCF has been operational since 1991, and opened a free to the public, state-of-the-art TVC in Fort Worth in 2004, in support of the BEP's public education initiatives. The TVC is compliant with the American with Disabilities Act (ADA) and is handicap accessible. Visitors range in age and level of understanding of the currency manufacturing process. The TVC consists of two floors of interactive exhibits and displays telling the history of paper currency, the production process and technology; a retail sales area; theater and high-definition movie; vending area; and an enclosed, elevated tour walkway suspended over the production floor that allows visitors to view paper currency production operations. Public access is via a separate parking and security screening area located outside the security perimeter for passenger cars, vans, buses and motor coach vehicles.

1.3 Objectives: The Contractor shall meet the following performance objectives.

1.3.1 All Contractor staff and key personnel shall meet the specific minimum requirements, including the Contractor certification requirements as set forth in Sections 1.6.24 and 1.6.25 of this PWS.

1.3.1 The Contractor shall ensure a sufficient number of personnel are available during defined hours of operation to provide appropriate coverage for visitors, special guests and other groups. It shall be the Contractor's responsibility to determine if staffing provides adequate coverage and adheres to their Quality Control Plan (QCP).

1.3.2 In the performance of this contract, the Contractor shall:

1.3.2.1 Provide an informative tour and educational experience to all audiences with customer service that meets expectations.

1.3.2.2 Provide public education at all levels as it relates to the history and production of U.S. paper currency and the features that secure the currency.

1.3.2.3 Manage the retail sales of Department of the Treasury products (i.e. paper currency and coins) and novelty items such as presidential portraits.

1.3.2.4 Provide safe and reliable transportation services for the general public, special needs individuals, school groups, special guests and others to/from the WCF Transfer Station and the TVC.

1.4 Scope: The Contractor shall provide all personnel, equipment, transportation, tools, materials, supervision and other items and nonpersonal services necessary to facilitate and manage all WCF TVC operations; to include tour and retail sales operations, transportation services and safety procedures, operational duties with the information desk, two floors of exhibits and displays, theater and film operations, and all other requirements, services and maintenance as defined in this Performance Work Statement except for those items specified as Government furnished property and services. The goal of this contract is to provide a service that meets the public’s expectations of the BEP as a world-class securities printer and to communicate to WCF visitors the significance of currency manufacturing, currency history and currency safeguards.

1.5 Period of Performance: The period of performance of this contract will commence on the effective date of this Contract. This Contract shall consist of one (1) 12-month base period contract with four (4) 12-month option periods, each.

Base Year: December 1, 2025, through November 30, 2026 Option Year 1: December 1, 2026, through November 30, 2027 Option Year 2: December 1, 2027, through November 30, 2028 Option Year 3: December 1, 2028, through November 30, 2029 Option Year 4: December 1, 2029, through November 30, 2030

1.6 General Information

1.6.1 Quality Control: Quality Control is the responsibility of the Contractor. The Contractor is responsible for the delivery of quality services to the Government.

1.6.1.1 The Contractor shall develop, implement and maintain an effective Quality Control System that includes a written Quality Control Plan (QCP). The Contractor and its personnel shall perform all activities throughout the life of the contract in accordance with the QCP as approved by the Contracting Officer’s Representative (COR). The QCP shall provide the Contractor's General/Operations Manager and management with an effective and efficient method of identifying and correcting problems before the level of performance is below the standard expectations.

1.6.1.2 The QCP shall implement a standardized procedure/methodology for monitoring and documenting contract performance to ensure all contract requirements are met. The Contractor’s QCP must contain a systematic approach to monitor operations to ensure acceptable services are provided to the Government. The QCP, to meet the standard expectations, shall address continuous process improvement; procedures for scheduling, conducting and documenting inspections; discrepancy identification and correction; corrective action procedures to include procedures for addressing Government discovered nonconformances; procedures for root cause analysis to identify the root cause and root cause corrective action to prevent reoccurrence of discrepancies; procedures for trend analysis; procedures for collecting and addressing customer feedback/complaints. The Contractor shall provide their QCP inspections, inspection results, and dates and details of corrective actions upon COR request or termination or completion of the contract.

1.6.1.3 The QCP shall be submitted to the COR within 10 days from start of full performance of duties.

The Contractor shall ensure all changes are made to the plan when required by the Contracting Officer (CO) and/or COR. One (1) copy of a comprehensive written QCP shall be submitted to the CO and COR within five (5) working days when changes are made thereafter. After acceptance of the QCP, the Contractor shall receive the CO’s acceptance in writing of any proposed change to their QC system.

1.6.2 Quality Control Plan Inspection (QCP) Files: The Contractor shall ensure the QCP includes an inspection system covering all services to be performed within the standards of this contract and shall specify areas to be inspected on a scheduled and/or as-needed basis.

1.6.2.1 The Contractor shall maintain a file of all performed QCP inspections, inspection results and the dates and details of corrective actions. The file shall be the property of the Government and made available at any time for inspection during the TVC's regular working hours. The file shall be turned over to the CO immediately upon completion or termination of the contract.

1.6.2.2 The Contractor shall ensure cooperation with the Government in safeguarding property and shall be responsible for reporting acts of vandalism, larceny or pilferage immediately upon discovery to the CO as part of the Contractor's QCP.

1.6.3 Quality Assurance: The Government shall evaluate the Contractor’s performance under this contract in accordance with the BEP’s Quality Assurance Surveillance Plan (QASP). This plan is a Government-only document primarily focused on what the Government must do to ensure the Contractor has performed in accordance with the requirements of the contract.

1.6.4 Federal Government Holidays: The Contractor is not required to perform services on the following legal holidays that are observed by this Government agency.

New Year’s Day First day of January Martin Luther King Jr.'s Birthday Third Monday of January Presidents Day Third Monday of February Memorial Day Last Monday of May Juneteenth 19th day of June Independence Day Fourth day of July Labor Day First Monday of September Columbus Day Second Monday of October Veterans Day 11th day of November Thanksgiving Day Fourth Thursday of November Christmas Day 25th day of December

In addition to the days designated as holidays, the Government observes the following days:

Any other day designated by Federal Statute.

Any other day designated by Executive Order.

Any other day designated by Presidential Proclamation.

It is understood and agreed between the Government and the Contractor that observance of such days by Government personnel shall not otherwise be a reason for an additional period of performance or entitlement of compensation. In the event the Contractor's personnel work during the holiday, they may be reimbursed by the Contractor; however, no form of holiday or other premium compensation will be reimbursed either as a direct or indirect cost, other than their normal compensation for the time worked.

1.6.5 BEP Shutdown: During the life of this contract, the Contractor will not be permitted to make deliveries and will not be required to perform any of the services required herein at the facility during BEP's Year End Shutdown (traditionally from Christmas Day to New Year’s Day and communicated to the Contractor in advance for the designated dates each year) unless specifically authorized in writing by the CO.

1.6.6 Office Closure: Extreme weather conditions and other acts of nature, or acts of terrorism, may warrant an office closure or a delay in normal operating hours. The COR will inform the Contractor of these operating decisions. The BEP reserves the right to change hours of operation at any time as needed for operational purposes. The Contractor shall maintain the capability to respond during modified hours of operation due to inclement weather conditions with qualified personnel and equipment for within regular hours schedule or on a curtailed basis, as directed by the CO.

1.6.7 Hours of Operation: The Contractor is responsible for conducting business, between the hours of 8:00 a.m. and 4:00 p.m. during TVC operational days (Tuesday through Friday, except for federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government-directed facility closings.) Any work that would incur additional costs shall be performed at the written direction of the CO (in consultation with the COR) only and no other individual.

1.6.7.1 Tour and Visitor Center (TVC): The TVC – consisting of a tour walkway, retail sales shop, two floors of exhibits and displays, and a movie theater – is open to the public from 8:30 a.m. to 3:30 p.m. Tuesday through Friday year-round, with the exception of federal holidays.

Please see Attachment 4 for images, floor plans and maps of the TVC. As an efficiency measure, the TVC is also closed the week between Christmas and New Year's Day for the BEP’s Year End Shutdown (seasonal closing dates for this week may vary by year).

1.6.7.2 Self-Guided Tours. Self-guided tours for the public are offered continuously between 8:30 a.m. and 3:30 p.m. It is recommended that visitors begin their tour no later than 2:30 p.m.

Visitors are directed to exit the building by 3:30 p.m. The Contractor shall secure the various work areas at closing. The work areas to be secured include the tour walkway; vaults, safes and storage rooms housing inventory products; the retail sales shop; and administrative office space. Please see Workload Estimates (Attachment 3) for more details.

1.6.7.3 Congressional Tour Hours. Prescheduled private Congressional guided tours are scheduled for constituents of U.S. Senators, U.S. Representatives, and state officials at 9:30 a.m., and any other time during normal TVC operation hours. Please see Workload Estimates (Attachment 3) for historical data on the frequency of guided tours.

1.6.7.4 The Contractor shall coordinate with the Government regarding hours of operation for the BEP’s Year End Shutdown. The Contractor will not be reimbursed when the Government facility is closed for the above reasons. The Contractor must regularly maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential.

1.6.8 Place of Performance: The work to be performed under this contract will be performed at the following address:

Bureau of Engraving and Printing Western Currency Facility 9100 Blue Mound Road Fort Worth, TX 76131.

1.6.9 Type of Contract: The Government will award a labor, time and material contract.

1.6.10 Advertising of Award: The Contractor agrees not to refer to awards in commercial advertising in such a manner as to state or imply the product or service provided is endorsed or preferred by the Federal Government or is considered by the Government to be superior to other products or services. Advertisements, news releases and publicity of this contract by a supplier shall not be made without the prior express written permission of the CO.

1.6.11 Dissemination of Information: Data and information either provided to the Contractor or to Contractor's subcontractor or generated by activities under the proposed contract shall be confidential. The Contractor, or any subcontractor, shall be restricted from duplicating, using or disclosing such data or information, in whole or in part, outside the BEP for any purpose other than the fulfillment of the requirements set forth in this contract. The Contractor personnel shall be required to sign a nondisclosure agreement upon contract award and prior to beginning work onsite.

1.6.12 Identification/Building Pass: The Contractor shall ensure all ID badges and/or building passes are returned to the COR as employees are dismissed or terminated or when the contract expires or otherwise ends.

1.6.13 Interpretation of Contract Requirements: If the Contractor finds clarification necessary with respect to the scope of services to be performed or manner in which the services are to be performed hereunder, the Contractor shall request in writing such clarification from the CO. No interpretation of any such provision of this contract, including applicable specifications, will be binding on the BEP unless furnished or agreed to in writing by the CO.

1.6.14 Permits and Licenses - General. In the performance of work hereunder, the Contractor shall obtain and maintain in effect all necessary permits and licenses for transportation vehicle operation required by federal, state, or local government, or subdivision thereof, or of any other duly constituted public authority. The Contractor shall comply with all laws and regulations applicable to work to be performed hereunder.

1.6.15 Compliance with Occupational Safety and Health Act of 1970 Government Owned Facilities/Equipment: Performance of work hereunder shall comply with the provisions of the Occupational Health and Safety Act of 1970 (OSHA), as amended. If at any time during the performance of this contract, the Government-furnished facilities and/or equipment do not conform to OSHA standards, the Contractor shall so notify the CO (and the COR), in writing, including a recommendation of the corrective action needed.

1.6.16 Environmental, Health and Safety: The Contractor shall comply with all safety practices as may be deemed necessary by the WCF Environmental, Health and Safety Branch (EHSB) to ensure the safety and health of Contractor employees and BEP employees. The Contractor shall take any other precautions necessary to protect everyone against injury at the worksite and shall be held responsible for all damage to people and property that occurs as a result of the Contractor's fault or negligence in performing the contract work. The Contractor shall obey, abide by and comply with all federal, state and local environmental, health and safety regulations, as applicable to the work performed and the location of the work. The Contractor shall be responsible for satisfactory standards of employee competency, conduct and integrity and shall be responsible for taking such disciplinary action with respect to his/her employees as necessary.

1.6.16.1 In addition to applicable OSHA health and safety standards and laws, the Contractor shall comply with the requirements in applicable existing WCF EHSB policies and procedures.

These reference documents shall be distributed by the COR after the contract is awarded.

1.6.16.2 Contracted services must be performed in a manner consistent with the following BEP EMS document(s): EHS Boilerplate Requirements for Construction and Services Contractors (75W-08.0-02). The applicable contents of the document(s) must be adhered to. The BEP will furnish the document(s) as part of the contract.

1.6.16.2.1 Environmental: The Contractor shall comply with all local, state and federal laws and regulations regarding sanitation and waste disposal.

1.6.16.2.2 Safety: The Contractor is responsible for the safety and health of their employees and BEP personnel while working onsite and shall comply with relevant OSHA regulations and facility specific policies and procedures while on Bureau premises. This work shall be in accordance with the equipment manufacturer’s recommendations.

1.6.16.3 The Contractor shall comply with and perform all services associated with this effort in accordance with any and all applicable regulations/publications/codes. Regulations/ publications/codes means any and all applicable federal, state, city, local and organizational laws, regulations, codes, ordinances standard and conditions (e.g. Department of Transportation (DOT), Environmental Protection Agency (EPA), and NFPA 70), public and occupational health, safety and environmental, etc., original equipment manufacturer specifications, requirements and standards as well as any and all BEP policies, procedures, guidelines and requirements that govern the performance of the services as prescribed by the contract.

1.6.16.4 The Contractor is solely responsible for ensuring it is complying with and performing in accordance with any such amendments, supplements to such regulations/publications/codes as well as any and all superseding documents issued or enacted during the period of performance of the work. The Government reserves the right to request copies of the company license(s) and other certification documentation that demonstrates the company and personnel can perform the services at any time during performance. The Contractor shall provide the requested information to the COR or designated representative within five (5) business days of the request.

1.6.17 Bureau Regulations: Anyone working on BEP premises under the terms of the contract shall, while on the premises, be under the administrative direction of the CO or his/her designee(s) and shall be subject to all general rules and regulations governing the BEP and, in particular, all applicable security regulations. If the contract requires Contractor employees to work on BEP premises for a period of time exceeding ten (10) calendar days, such employees may be subject to an appropriate preliminary personnel security check to be conducted by the BEP's Office of Security. The CO or his/her designee(s) prior to commencing work on the premises must approve such employees. Employees who do not meet established security criteria shall not be permitted to work on the premises.

1.6.18 Security Requirements: The Contractor shall provide employees capable of passing the following level of security investigations as indicated for each employee position at time of the proposal submission and must maintain the level of security required for the life of the contract:

1. General/Operations Manager - High Risk

2. Any personnel with access to security storage - High Risk

3. All others (drivers, tour guides, etc.) - Low Risk

4. Subcontractor employees (similar to drivers and tour guides) - Low Risk

Access to BEP TVC vaults and uncut currency (securities) are considered Vulnerable Areas. Per BEP regulation, Vulnerable Areas are required to be High Risk designations.

Any Contractor personnel working in more than one area shall be required to pass the highest risk level designation for assigned areas.

1.6.18.1 Information Security. All information pertinent to BEP's Information Technology resources is highly sensitive and may not be released to third parties without the express, written consent of the agency (BEP). This information requires strict control procedures to preclude unauthorized disclosure or dissemination. Information pertinent to personnel is protected from unauthorized disclosure under provisions of the Privacy Act of 1974 (5 U.S.C 552a). All Contractor personnel shall be either United States-born, naturalized United States citizens or permanent residents. Permanent residents may not occupy positions at the high-risk level.

1.6.18.2 Contractor personnel shall not divulge, disclose or communicate in any manner, any information relating to the performance or involving the agency to any third party without prior written consent of the BEP. Contractor personnel shall protect information and treat it as strictly confidential and will abide by the security requirements of BEP. A violation of this paragraph shall be a material violation of this contract. Should the Contractor receive or suspect they have learned of sensitive or classified information, the Contractor shall identify and report suspicions to the COR immediately. Contractor personnel performing work under this contract shall be subjects of background investigations conducted by the Personnel Security Branch, WCF Security Division, prior to start of work under this contract. Each Contractor employee performing under this contract must maintain the level of security required for the life of the contract or employment by the Contractor.

1.6.18.3 Personnel Security Clearance. The Contractor shall furnish the COR with the following information on key personnel and each person who shall be authorized access to the BEP for work under any resultant contract immediately upon contract award:

1. Applicant's full legal name (Must be the full name as shown on birth certificate or state/federally issued picture ID. If no middle name, indicate by “NMN” or if only an initial, provide the initial and add “(IO).” If a Senior (Sr.), Junior (Jr.) or I, II, III or other, this information is also required.)

2. Date of birth

3. Place of birth (City, State or City, Country).

4. Home address (Do not use a P.O. Box)

5. Telephone number

6. Email address (Best contact email, i.e. email used regularly)

7. Social Security number

1.6.18.4 Personnel Security (in conjunction with the COR) is responsible for assigning appropriate Position Risk and Sensitivity Levels to all positions occupied by Contractor and subcontractor employees. The position sensitivity of all positions occupied by Contractor and subcontractor employees performing under this Contract are designated as Non- Sensitive. Access to the BEP and placement in these positions require that BEP conduct an appropriate background investigation, and that it be favorably adjudicated. All individuals requiring access to the BEP will complete and submit the required security investigative forms through the National Background Investigation Services electronic application (eAPP) system within three (3) working days of receipt to the Personnel Security Branch, WCF Security Division.

1.6.18.5 BEP reserves the right to deny access to its facilities following adjudicative guidelines set forth in Executive Order 13488 as amended and applicable supplemental directives to any individual about which an adverse suitability determination is made. Failure to submit the required security forms or to truthfully answer all questions contained in the security forms shall constitute grounds for denial of access.

1.6.18.6 The selected Contractor shall not provide access to employees, or subcontractor employees, until written access authorization is provided by the Personnel Security Branch, WCF Security Division. Contractors and subcontractors are responsible for reporting all changes concerning any of their employees, which may affect the suitability of their employees for access to the BEP or placement in any of these positions, including additions or deletions, to the COR within five (5) days of the occurrence of the change.

1.6.18.7 The COR will maintain a current listing of access requirements and provide that information to the Personnel Security Branch, WCF Security Division. The Personnel Security Branch will inform the COR of all access denials. Denial of access to the BEP does not preclude employment of the individual concerned, by the Contractor, in any capacity not associated with the contract.

1.6.18.8 The BEP will perform the first background check for each position at no cost to the Contractor. The cost of any subsequent background checks made necessary due to the failure of the first applicant shall be accepted by the Contractor.

1.6.19 Physical Security: The Contractor shall be responsible for safeguarding all Government equipment, information and property provided for Contractor use under this contract. All Government facilities, equipment and materials shall be secured at all times. This contract requires access into the Controlled Industrial Area of the BEP. Contractor personnel shall recognize that the BEP deals with sensitive information and other proprietary information, which are valuable, special and unique assets. All information pertinent to BEP’s information technology resources is highly sensitive and may not be released to third parties without the express, written consent of the BEP. This information requires strict control procedures to preclude unauthorized disclosure or dissemination. Information pertinent to personnel is protected from unauthorized disclosure under the provisions of the Privacy Act of 1974 (5 U.S.C. 552a).

1.6.20 Key Control: The Contractor shall establish and implement methods of making sure all keys/key cards, vault/safe combinations, and passwords issued to the Contractor by the Government are not lost or misplaced and are not used by unauthorized people. NOTE: All references to keys include key cards. No keys issued to the Contractor by the Government shall be duplicated. The Contractor shall develop procedures covering key control that shall be included in the QCP. Such procedures shall include turn-in of any issued keys by personnel who no longer require access to locked areas. The Contractor shall immediately report any occurrences of lost or duplicate keys/key cards, lost combinations, or improperly divulged passwords to the COR.

1.6.20.1 Contractor personnel assigned Government-issued keys, vault/safe combinations, and/or passwords are subject to periodic reviews and inspections conducted by Government personnel with or without advance notice.

1.6.20.2 In the event combinations or keys, other than master keys, are lost, duplicated or improperly disclosed, the Government will procure the services to rekey or replace the affected lock(s) and may deduct the charge from the Contractor's monthly payment. If a master key is lost or duplicated, the Government will replace all locks and keys for the entire system, and the total cost will be deducted from the monthly payment due to the Contractor.

1.6.20.3 The Contractor shall prohibit the use of Government-issued keys/key cards, combinations, and passwords by anyone other than the Contractor’s employees. The Contractor shall prohibit the opening of locked areas by Contractor employees to permit entrance of anyone other than Contractor employees engaged in the performance of assigned work in those areas or personnel authorized entrance by the CO.

1.6.21 Lock/Vault/Safe Combinations. The Contractor shall establish and implement methods of ensuring all lock/vault/safe combinations are not revealed to unauthorized people. The Contractor shall ensure lock/vault/safe combinations are changed when personnel having access to the combinations no longer have a need to know such combinations. These procedures shall be included in the Contractor’s QCP.

1.6.22 Post Award Conference/Periodic Progress Meetings: The Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5, Post Award Orientation. The CO, COR and other Government personnel, as appropriate, may meet periodically with the Contractor or the Contractor’s onsite General/Operations Manager to review the Contractor's performance. At these meetings, the CO and/or COR will apprise the Contractor of how the Government views the Contractor's performance and the Contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the Government.

1.6.22.1 Written minutes of any such meeting shall be prepared by the Contractor and provided within five (5) working days of the meeting. The COR will review and approve for signature or recommend changes. Once the minutes are approved by the COR, they shall be signed by the General/Operations Manager and COR and be maintained in the contract file.

1.6.22.2 The Contractor shall develop a corrective action plan for each deficiency identified by the agency (BEP) that specifies remedial and preventive actions to be taken by the Contractor.

Time frames outlining completion estimates shall be specified in the corrective action plan.

The plan shall be provided within five (5) working days of the meeting.

1.6.23 Contracting Officer’s Representative (COR): The COR will be identified by separate letter by the CO. The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: assure the Contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance; maintain written and oral communications with the Contractor concerning technical aspects of the contract; issue written interpretations of technical requirements, including Government drawings, designs and specifications; monitor Contractor's performance and notify both the CO and Contractor of any deficiencies; coordinate availability of Government furnished property; and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order. An Alternate COR(s) may be appointed.

1.6.24 Key Personnel Qualifications: The following personnel are considered key personnel by the Government: General/Operations Manager, Lead Retail Associate/Specialist, and Lead Tour Guide. Key personnel shall be designated upon contract award and updated accordingly as changes are made. These personnel shall also be reflected on the Contractor's organizational staffing chart/plan. The Contractor shall provide the CO and the COR with the resume/qualifications of each individual considered key personnel in its initial submission in response to a solicitation for these services.

1.6.24.1 Should the Contractor decide to remove the key personnel from the contract for any voluntary or involuntary reason (e.g., promotion, attrition, long-term illness, impropriety, death, etc.), the Contractor shall notify the CO and the COR in writing immediately upon realizing that a change is imminent. The Contractor shall provide the CO and COR with the resume of the proposed replacement and include the name of the person to be replaced.

1.6.24.2 The CO will notify the Contractor within ten (10) working days of his/her decision to approve or reject the new individual or proposed substitution contingent upon successful completion of the BEP Personnel Security Background Check. The CO reserves the right to reject any individual proposed by the Contractor as a replacement to any of the key personnel positions listed above if the proposed replacement's qualifications do not meet the qualifications in 1.6.24.3. and 1.6.24.4. Responsibilities and qualifications for key personnel are listed below.

1.6.24.3 General/Operations Manager. The Contractor shall provide an onsite General/Operations Manager who shall be responsible for all contract and subcontract work. The name of this person, and the designated lead who will act for the Contractor when the General/Operations Manager is absent, shall be designated in writing immediately upon contract award to the CO and the COR. The onsite General/Operations Manager shall have full authority to act for the Contractor on all contract matters relating to daily operations of this contract. The

General/Operations Manager shall have two (2) years’ experience of the minimum qualifications for both the Lead Tour Guide and the Lead Retail Associate/Specialist (see 1.6.24.4).

1.6.24.3.1 At all times shall either the General/Operations Manager or designated lead, who will act for the Contractor when the General/Operations Manager is absent, be onsite and available during the hours of operation of the TVC. The onsite General/Operations Manager shall:

1. Have at least two (2) years of verifiable experience in managing a visitor center, public tour service, and/or retail sales operation listed on his/her resume.

2. Have verifiable experience in managing, supervising, and overseeing transportation operations (visitor shuttle and/or bus service).

3. Oversee the daily inspection and maintenance of visitor transportation (i.e.

shuttles, trams).

4. Have and maintain current CPR certifications from a program consistent with, or provided by, the American Red Cross or American Heart Association (a requirement applicable to the designated lead also). Stand ready to and perform CPR when TVC police officers and health unit personnel are not immediately available.

1.6.24.3.2 The General/Operations Manager shall exercise overall management responsibility for the contract effort, receive technical direction and handle problems arising under the contract, such as dismissals, disciplinary matters, etc. The General/Operations Manager is responsible for coordinating matters of mutual concern with BEP representatives, including the designated COR. In the event questions of responsibility arise, they will be resolved by the CO or his authorized representative.

1.6.24.3.3 The General/Operations Manager shall exercise overall management responsibility for the contract effort, receive technical direction and handle problems arising under the contract, such as dismissals, disciplinary matters, etc. The General/Operations Manager is responsible for coordinating matters of mutual concern with BEP representatives, including the designated COR. In the event questions of responsibility arise, they will be resolved by the CO or his authorized representative.

1.6.24.3.4 When the General/Operations Manager is temporarily unavailable to manage the contract effort for a period longer than one (1) business day, the Contractor shall provide to the COR written designation of an alternate representative as soon as they are made aware of the extended absence. The procedures of 1.6.24.1 do not apply to such temporary designations unless they are expected to exceed the time period indicated in that paragraph.

1.6.24.3.5 In the event questions or issues beyond the authority of the General/Operations Manager arise, the Contractor shall provide a contract manager or other point of contact who shall be responsible for coordinating the matters with BEP representatives. The name of this person and an alternate who shall act for the Contractor shall be designated in writing to the CO and COR.

1.6.24.3.6 General/Operations Manager may telework due to facility closure during regular operational hours. Eligibility and approval to telework will be determined by the COR in accordance with the BEP Telework Program (Circular 60-00.13).

1.6.24.4 Lead Positions (Lead Retail Associate/Specialist and Lead Tour Guide). The Contractor shall implement lead positions (key persons) to serve under this contract to oversee the following services: 1) tour operations and 2) retail sales operations. The names of the people shall be designated in writing to the CO and COR. The Lead Positions shall have at least one (1) year verifiable customer service experience with responsibilities in a visitor center, public tour service and/or retail sales operation listed on their resumes.

1.6.24.4.1 The Lead Tour Guide shall have at least one (1) year verifiable public speaking and/or communications experience to larger groups (more than 30 people), involving making concepts accessible to a variety of ages, listed on his/her resume.

1.6.24.4.2 The Lead Retail (Associate/Specialist) shall have at least one (1) year verifiable computer experience, to include Microsoft Excel, listed on his/her resume.

1.6.24.4.3 The Lead Positions may not be diverted to other projects without giving prior written notification to the CO or his representative. Such notification shall include a justification for the diversion, together with information on the proposed substitute in sufficient detail to permit analysis of any potential negative effects on contract performance. No substitution shall be made without the written consent of the CO;

provided, however, that the CO may grant such consent retroactively. Any such substitution of a permanent nature shall be made a part of this contract through the issuance of a modification.

1.6.25 Contractor Personnel Qualifications: All Contractor personnel shall be able to read, write, speak and understand fluent English. The Contractor shall certify prior to the contract start date that all employees meet this requirement. The Contractor shall not employ anyone who is an employee of the U.S. Government, if employing that person would create a conflict of interest.

1.6.25.1 The Contractor shall provide personnel who meet the minimum qualifications and requirements outlined in this PWS according to their respective staffing plan assignments, who are:

1. U.S. citizens (for high-risk background check positions).

2. U.S. citizens or lawful permanent resident alien with at least three or more years of U.S. residency from the date of legal entry to the U.S. (for moderate-risk background check positions).

3. U.S. citizen or lawful permanent resident alien (for low-risk background check positions).

4. Able to pass the mandatory BEP security clearance required of all personnel staffing this contract as stated in 1.6.18 (Security Requirements).

1.6.25.2 The Contractor shall ensure that all personnel possess and maintain, throughout the contract period, the necessary training, certifications and licenses required to perform their assigned basic duties as outlined in this PWS as assigned in the staffing plan. The Contractor shall provide certification prior to contract start that all personnel meet this requirement and shall maintain certification at the Contractor’s own expense.

1.6.25.3 The Contractor shall have at least one (1) onsite bilingual employee proficient in Spanish (reading, writing, speaking and understanding) staffed at all times to communicate with visitors in areas of tour operations, retail sales operations and other services as defined in this PWS. The Contractor shall certify this requirement is met upon contract award. Updates will be provided accordingly as personnel changes are made.

1.6.25.4 The Contractor shall provide a staff person who is a certified American Sign Language (ASL) interpreter who is able to interpret effectively and accurately, both receptively and expressively, using any necessary specialized vocabulary (or have a subcontractor available on-call within two (2) business days of Government request as needed) to provide advance-scheduled guided sign language tours. The Contractor shall certify prior to the end of the Phase-In Period that this requirement is met and provide the name of an employee and/or company to be used to provide the required service. The Workload Estimates (Attachment

3) provides historical data on the frequency of these tours, but the actual quantity of these tours during the performance of this contract may be different.

1.6.26 Contractor Personnel Conduct: Contractor personnel shall conduct themselves at all times in a professional, friendly, efficient, courteous and businesslike manner, and maintain a neat and clean appearance appropriate for an office environment when providing the services required in this PWS.

1.6.26.1 The Contractor shall not employ anyone for work on this contract if such personnel are considered, by the CO, COR or WCF Security Division to be a potential threat to the health, safety, security, general order and well-being, and/or operational mission of the BEP and its personnel. The CO shall forward written notification regarding such employees to the Manager/Operations Manager for removal. Once written notification is received, such employees must be removed immediately after notification.

1.6.26.2 Contractor personnel shall be easily recognized as Contractor employees at all times. The Contractor shall provide its employees with Government-approved uniforms that include a prominently displayed company name and logo (if applicable). The Government will approve uniforms within five days of contract award. Contractor-provided uniforms will be worn by all personnel during duty hours, and personnel will adhere to contractual uniform requirements. Lockers and dressing rooms will be provided for Contractor staff to use. The uniform requirements are as follows:

1. Black, brown, gray or blue short or long sleeve button-down shirt.

2. Pants or skirt in black or khaki. If a skirt, it must sit no more than two (2) inches above the knee.

3. The Contractor's logo may appear, in any color, so long as it is no more than three

(3) inches by three (3) inches.

4. Brown or black socks

5. Brown or black loafers, flats or dress shoes.

1.6.27 Breach of Security: The Contractor, subcontractors or any of their employees shall not disseminate or disclose any information concerning the operations and activities of the BEP that could result in, or increase the likelihood of, a breach of the facility's perimeter, internal security or interruption of the continuity of its operations.

1.6.28 Comments or Complaints: The Contractor shall not release or disseminate official information related to inquiries, comments or complaints that are made as a result of or in connection with the performance of this contract. The Contractor shall forward all of the above matters to the COR.

1.6.29 Safeguarding Information: The Contractor shall have the responsibility for safeguarding the information and records (regardless of media) from being compromised, altered, destroyed, mutilated, damaged or lost. All records and documents in connection with the performance of this contract shall be retained per BEP's general records schedule, be stored in Government-issued locked cabinets at all times and shall remain the property of the BEP.

See 18 U.S.C. § 2071 for penalties regarding the destruction of official Government records.

1.6.30 Rules and Regulations: The General/Operations Manager shall be responsible for providing all Contractor personnel with detailed instructions regarding the rules and regulations related to BEP operations as applicable to this contract. The Contractor must comply with all environmental, safety and health regulations, including related BEP procedures and policies.

The Contractor must also comply with all applicable Privacy Act regulations governing personal and confidential information. The Contractor shall inform Contractor employees of any changes to rules and regulations throughout the life of the contract and shall ensure personnel understand and adhere to changes upon implementation.

1.6.31 Removal of Contractor Personnel: It is understood that all personnel assigned by the Contractor for the performance of work hereunder shall be acceptable to the Government in terms of personal and professional conduct. The CO may require the removal of any Contractor personnel whose continued employment is deemed contrary to the public interest or inconsistent with the best interest of national security. Any person in the Contractor's organization, or in a subcontractor’s organization, who is deemed by the CO to conflict with the interest of the Government, shall be immediately removed from this contract. The reason for removal must be documented in writing by the CO or the WCF Security Division through the CO. Any security violations, denials or revocation of a security clearance may be construed as grounds for immediate removal from the premises and the contract. Once written notification is received, such employees must be removed immediately upon notification.

1.6.32 Identification of Contractor Employees: All contract personnel (to include subcontractors) attending meetings, answering Government telephones, and working in other situations where their Contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure all documents or reports produced by Contractors are suitably marked as Contractor products or that Contractor participation is appropriately disclosed. All Contractor personnel shall clearly identify themselves as a Contractor and shall be required to wear agency-issued ID badges in a visible location on the front of exterior clothing, above the waist, (except when safety or health reasons prevent such placement). Government-provided ID badges shall be worn at all times when performing work. A listing of issued identification cards shall be furnished to the CO prior to the contract performance date and updated as needed to reflect Contractor and subcontractor personnel changes. Contractor personnel are prohibited from possessing weapons, firearms or ammunition on themselves or within their Contractor-owned or privately owned vehicle while on BEP premises.

1.6.33 Supervision of Contractor Employees: The Government will not exercise any supervision or control over Contractor or subcontractor employees while performing work under the contract. Such employees shall be accountable solely to the Contractor, not the Government.

The Contractor, in turn, shall be accountable to the Government for Contractor or subcontractor employees.

1.6.34 Indemnity Bonding and Liability Insurance: The Contractor shall be liable to the BEP for any loss suffered for each negligent and/or willful act and fraudulent or dishonest act(s), such as theft committed by Contractor personnel. The Contractor shall be liable for any loss suffered by the BEP through the Contractor's performance of services, including accounting or arithmetic errors or omissions, losses due to cash registers, injuries from operation of transportation vehicles or deficiencies in the services required under this PWS, including any materials furnished.

1.6.34.1 The Contractor shall maintain an indemnity bond of up to five hundred thousand dollars ($500,000) covering all aforementioned potential losses to the BEP. The Contractor shall have or shall apply for the required bond and provide documentation to the CO within no less than ten (10) days after Contract award. The bonding shall be kept current throughout the life of this Contract. If a loss is detected, the CO, COR and Contractor shall meet to determine the responsibility for the loss. If the loss has been determined to be the Contractor's responsibility, the Contractor shall reimburse the BEP for the cost of the item(s) lost but no more than the selling price of the items(s). If a credit is due as a result of reevaluation of the cause of a loss, the BEP will make the necessary equitable adjustment.