Attachment 1 (Draft) - Performance Work Statement (PWS).pdf

Furnishings Management Section Services (FMSS)

13 Jan 2021

Performance Work Statement (PWS)

Haulage, Maintenance and Repair Services

RAF Feltwell, United Kingdom

Table of Contents

Section Number and Title Page Number

1 Description of Services 3

2 Services Summary 15

3 Government Furnished Property and Services 17

4 General Information 20

5 Bioenvironmental Engineering/Hazmat Requirements 25

6 Definitions 26

Appendices 28

Appendix A, FMS Workload Prospectus 29

Appendix B, Mission Essential 32

Appendix C, Appliance Cleaning Standards 33

Appendix D, Applicable Forms, Publications and Documents 34

1 DESCRIPTION OF SERVICES

1.1 BACKGROUND

In support of the Furnishings Management Section (FMS) Haulage, Maintenance and Repair Services at Royal Air Force (RAF) Feltwell, United Kingdom, the contractor shall provide the following services at RAF’s Lakenheath, Mildenhall, Feltwell, and its surrounding residential areas:

1.1.1 Delivery, installation, disconnection, and pick-up of domestic household furniture and appliances to and from government designated residences, dormitories and fire stations.

1.1.2 Repair, cleaning, and maintenance of domestic household furniture and appliances.

1.1.3 Delivery, installation, disconnection, and pick up of commercial specification washers and dryers in the dormitories.

1.1.4 Repair, cleaning, and maintenance of commercial specification washers and dryers.

1.2 SCOPE

The contractor shall provide all labor, equipment, materials, tools and other items necessary to perform all sections of the Performance Work Statement (PWS) unless otherwise specified within the PWS.

Services shall be performed on RAF Lakenheath, RAF Mildenhall, RAF Feltwell, and its surrounding areas up to and exceeding a 50 mile radius from RAF Feltwell.

1.3 SPECIFIC SUPPORT SERVICES

1.3.1 Scheduling:

1.3.1.1 The FMS shall routinely provide the contractor with a list of runs (deliveries and pickups) two (2) working days in advance of the required run (delivery and/or pickup) date. The scheduled time for runs (deliveries and pickups) shall be split into AM and PM appointments. AM appointments shall be completed between the hours of 0800 - 1200; PM appointments shall be completed between the hours of 1200 - 1600. The FMS shall provide all relevant information to include pertinent customer data (name, address, telephone numbers etc.) as well as if the appointment is to be AM or PM. The contractor has at its discretion the ability to change the order of runs (deliveries/pickups) within the AM and PM list. An AM run (delivery/pickup) shall never be changed to a PM run (delivery/pickup) or a PM run (delivery/pickup) to an AM run (delivery/pickup). The contractor shall provide the COR’s with a complete and accurate delivery and pickup schedule no later than 0800 on the day of the scheduled service. The schedule shall identify the order and AM/PM time slot of each run (delivery and pickup). The schedule shall also identify which radius category each run (delivery/pickup) falls into. The contractor shall notify the COR immediately of any proposed schedule changes, these changes shall be authorized at the discretion of the COR. If proposed changes are authorized by the COR, the contractor shall provide an updated schedule immediately.

1.3.1.2 The contractor shall contact each customer by telephone with an estimated time of arrival. This telephone call shall be at least 30 minutes before arrival but no more than 1 hour before arrival.

If circumstances change after the telephone call has been made and the proposed arrival time has changed (i.e. traffic etc.), the contractor shall telephone the customer with an update. This provision (1.3.1.2) applies when completing tasks paragraph 1.3.1, 1.3.2, 1.3.3 and 1.3.4.

1.3.1.3 The contractor shall sometimes be required to complete jobs in unoccupied houses, dormitories etc. When this is required, contractor shall gain access to the property by obtaining the key from a designated “Lockbox”. The FMS will provide the contractor with the necessary “Lockbox” code(s). Contractor shall be responsible for safeguarding the key while in their possession and shall be responsible for returning the key to the “Lockbox” after completion of the job.

Contractor shall ensure that the “Lockbox” codes are not disclosed to any other person(s). The FMS may ask the contractor to gain access using “Lockbox” when completing tasks in paragraph 1.3.2, 1.3.3, 1.3.4, 1.3.7 and 1.3.8.

1.3.1.4 It is the contractor’s responsibility to ensure all scheduled runs (deliveries/pickups) are made on time and in accordance with the schedule. The contractor shall contact the COR immediately if scheduled runs (deliveries/pickups) are not going to be completed on time or in accordance with the schedule. The contractor shall not arrive at an address outside of the allocated time frame, unless approved by a COR.

1.3.1.5 The contractor could be delayed when attending jobs on the base due to security checks at the gates. Delays of 30 minutes or less, shall be considered reasonable. Any delay over 30 minutes, will be considered a government delay and will be taken into consideration for any jobs that cannot be completed on time and/or in accordance with the schedule for the remainder of that day. This applies when completing tasks in paragraph 1.3.2, 1.3.3 and 1.3.4.

1.3.2 Delivery and Installation of Appliances and Furniture:

1.3.2.1 All furniture and appliances shall be loaded by the contractor at the FMS warehouse and delivered to the customer. All items shall be presented to the rear of the contractor’s vehicle and contractor shall be responsible for the loading of items.

1.3.2.2 All furniture items shall be assembled in the customer’s residence and in the rooms/areas as specified by the customer during delivery. This also includes assembling and placing wardrobes on any floor of a property as specified by the customer. If the contractor is unable to assemble or place any items where specified by the customer, the contractor shall contact the COR from the customers residence for instruction.

1.3.2.3 Appliances shall be installed and tested according to the manufactures instruction manual. This includes, but is not limited to, the contractor fitting, 'Hose Guides' on Washers, vent hoses on Dryers and drain hoses on Condenser Dryers when requested by the FMS. This also includes stacking Dryers on top of Washers and fitting a supplied mounting kit when requested by FMS.

The contractor shall be required to test all appliances after installation to ensure they operate correctly. The contractor shall remove and re-fit Fridge and Freezer doors if required to enable the appliance to fit through doorways, hallways etc. When installing hard wired US specification appliances, contractor shall ensure the applicable ‘grommet’ is fitted to the appliance. Grommets shall be provided to the contractor by the FMS. The contractor shall report immediately to the COR any malfunctioning appliance, or if they encounter any problems including not being able to complete the installation, before leaving the customer’s residence. Contractor shall also be required to deliver and install commercial specification washers and dryers under this provision.

1.3.2.4 The contractor is responsible for ensuring that all component parts and accessories (i.e. vent hoses, fill pipes, shelves, rails, legs etc.) are present, delivered and assembled. The contractor shall provide all necessary protection to keep appliances; furniture and customer residences free from damage during transit from the FMS to the customer’s residence and while loading/un-loading onto vehicles. The contractor is responsible for any theft, damage or loss of government property at any time when the item(s) are considered under the care and possession of the contractor. Contractor shall not redeliver furniture or appliances which have been collected en-route from other customers.

1.3.2.5 Contractor is responsible for ensuring all items are delivered to the correct customer as per their barcodes and the delivery paperwork. The Enterprise Military Housing (eMH) paperwork, or equivalent hand receipt (See 1.3.13.1) shall be complete, legible and accurate and submitted to the COR by 0900 the following work day. All deliveries shall be completed in accordance with the schedule. Any items refused by the customer during delivery shall be returned to the FMS by the contractor without FMS incurring additional costs. When returning refused items back to the FMS, the eMH paperwork or equivalent hand receipt shall be returned with the items.

1.3.3 Pick-up and Removal of Furniture and Appliances:

1.3.3.1 All furniture and appliances shall be disassembled/disconnected and collected from the customer by the contractor and returned to the FMS. The contractor shall be responsible for the loading/unloading of items.

1.3.3.2 Appliances shall be disconnected at the source and not by cutting any pipe or wire except in the event the contractor is not able to disconnect from the source. In cases where disconnection will require cutting a pipe or wire, the contractor shall verbally notify the COR prior to disconnection.

The contractor shall also annotate this action on the eMH paperwork or equivalent hand receipt.

The contractor shall ensure all electrical wires are made safe IAW standard codes of practice and manufactures instruction. For appliances involving water connections, the contractor shall ensure all water supplies are free from any leaks, to include under sink drains. Contractor shall be required to remove washer/dryer ‘mounting kits’ and un-stack washers and dryers where applicable. The contractor shall remove and re-fit Fridge and Freezer doors if required to enable the appliance to fit through doorways, hallways etc. Contractor shall notify the COR immediately if they encounter any problems. Contractor shall also be required to disconnect and pickup commercial specification washers and dryers under this provision.

1.3.3.3 All items collected shall be returned to the FMS by the next working day. The contractor is responsible for ensuring that all component parts and accessories (i.e. vent hoses, fill pipes, shelves, rails, legs etc.) are present when items are collected. All pipes, hoses etc. shall be neatly secured to the rear of the appliance when returned to the FMS. When a part or accessory is missing, contractor must annotate on the eMH paperwork or equivalent hand receipt. The contractor shall provide all necessary protection to keep appliances; furniture and customer residences free from damage during transit from the customer’s residence to the FMS and while loading/un-loading onto vehicles. Mattresses picked up shall be returned to the FMS in a mattress bag and sealed with tape. Mattress bags shall be provided by the FMS. The contractor is responsible for any theft, damage or loss of government property at any time when the item(s) are considered under the care and possession of the contractor.

1.3.3.4 The eMH paperwork or equivalent hand receipt (See 1.3.13.1) shall be complete, legible and accurate and submitted to the FMS with the returned appliances/furniture. All pickups shall be completed in accordance with the schedule. Any items which cannot be picked up (customer requests to keep an item, customer doesn’t have an item etc.) shall be annotated on the eMH paperwork or equivalent hand receipt by the contractor.

1.3.4 Service Calls:

1.3.4.1 The contractor shall provide a service call program. The contractor’s program shall include a 24 hours per day, 7 days per week procedure to support service calls. The contractor’s program shall have the capability to complete a domestic appliance service call within four (4) hours of receiving a call from the FMS or a representative acting on behalf of the FMS (i.e. fire department). Commercial appliance service calls shall be completed within five (5) working days.

During after hour’s service calls, the contractor shall change out appliances without attempting repair.

1.3.4.2 For all service calls, the FMS shall provide pertinent customer data such as name, address and contact numbers as well as appliance make, model, type and basic fault. Each service call shall have its own unique call time which will be the actual time that the call was placed with the contractor, time will be provided by the FMS when the call is placed. Contractor shall provide the FMS with a unique reference number for each service call.

1.3.4.3 Service Calls (domestic appliances): For each domestic appliance service call placed during duty hours (Refer to 4.4) the contractor shall send an appliance technician to attempt to repair the appliance in the customer’s residence within four (4) hours of receiving the call from the FMS. In the event the contractor is unable to repair a broken appliance on site, the contractor shall inform the FMS Service call desk by email or phone that a change out of the appliance is required.

The COR will determine if the notification should be made by email or phone and communicate this preference to the contractor during contract kickoff. The preference may need to be changed during the contract, COR will communicate changes accordingly. The email or phone call shall contain customer name, address and contact numbers as well as appliance make, model, type, attempted repair diagnostics/findings, call time and unique reference number. The contractor shall then collect the replacement appliance from the FMS warehouse and deliver and install to the customers residence. The contractor shall be required to complete the change out of the broken appliance with an operational appliance within the original four (4) hour timeframe pertaining to that service call. The contractor shall be required to test all appliances after installation or technician repair to ensure they operate correctly. When an appliance is changed out, the contractor shall report immediately to COR any malfunctioning appliance, or if they encounter any problems including not being able to complete the installation, before leaving the customer’s residence. The contractor shall be required to remove and refit washer/dryer ‘mounting kits’ and unstack and restack washers and dryers where applicable. The contractor shall remove and re-fit Fridge and Freezer doors if required to enable the appliance to fit through doorways, hallways etc. When installing hard wired US specification appliances, contractor shall ensure the applicable ‘grommet’ is fitted to the appliance. Grommets shall be provided to the contractor by the FMS. All pipes, hoses etc. shall be neatly secured to the rear of the appliance when returned to the FMS. When an appliance has been changed out during a service call, the contractor shall return the faulty appliance to the FMS by the next working day with the relevant eMH paperwork or equivalent hand receipt. Each service call shall only incur one (1) charge regardless of whether the appliance is subsequently changed out following an attempted repair.

1.3.4.4 The FMS may decide to change out a domestic appliance without having a repair attempted or may decide to have a single appliance delivered or picked up under the service call program. The FMS will inform contractor which service is required; these scenarios shall all be considered and invoiced as a ‘Direct Exchange Service’. All other aspects of the service call program shall still apply to a ‘Direct Exchange Service’.

1.3.4.5 Service calls shall also include the contractor storing additional appliances in their own facility.

This is required for circumstances that necessitate exchanges of domestic appliances beyond the normal working hours of government warehouse operations. (Refer to 4.4). Service call requests made during normal working hours of warehouse operations identified in paragraph 4.4 of this PWS shall be considered and invoiced as a “Service Call” or “Direct Exchange Service” regardless of the actual completion time. Service Call requests made outside of normal working hours of warehouse operations identified in paragraph 4.4 of this PWS shall be considered and invoiced as “After-hours Direct Exchange Service” regardless of the actual completion time.

1.3.4.6 After hours service calls are emergencies if the following conditions apply. Appliances/conditions not listed below shall not be dealt with after hours.

APPLIANCE EMERGENCY CONDITION

Refrigerator Inoperative/not cooling or freezing Cooker/Range/Stove Oven and/or 2 or more burners inoperative Dishwasher/Washer Water leaks under pressure Electrical Hazard Sparking/smoking/smell of burning/fire

1.3.4.7 Service Calls (commercial appliances): The contractor shall also provide a service call program for commercial specification washers and dryers located in the dormitories at RAF Lakenheath and RAF Mildenhall. The contractor shall repair the commercial appliance as required by the FMS. The contractor shall ensure the commercial appliance is repaired within five (5) working days of receiving the call from the FMS. Repairs shall be conducted on site in the dormitories during normal FMS operating hours. The contractor shall be required to remove and refit washer/dryer ‘mounting kits’ and unstack and restack commercial washers and dryers where applicable. Service calls for commercial specification appliances shall only incur one (1) charge, even if the contractor makes several visits to the appliance. All other provisions of the service call function shall apply to commercial specification appliances.

1.3.4.8 For all service calls a work order shall be completed by the contractor for each individual service call, to include after hour’s service calls and commercial appliance service calls. Each work order shall include: call number, date/time, reference number, customer name, customer address, MFH/O&M designation, reported fault, work carried out/diagnostics, appliance type, make, model, serial number and barcode. If an appliance is changed out following an attempted repair, or during a ‘Direct exchange’ (domestic appliances), the work order shall also include details of the replacement appliance (type, make, model, serial number and barcode). Contractor shall submit all work orders to the COR by 0900 the next working day. In the event the appliance was changed out (domestic appliances), the contractor shall attach the work order to the eMH paperwork or equivalent hand receipt and return to the FMS with the changed out appliance.

1.3.4.9 For appliances requiring “hard-wire” electrical connections on Ministry of Defense (MoD) military installations, contractor employee’s performing such electrical works shall comply with the MoD electricity safety rules and procedures set out in JSP375 Volume 3 Chapter 3, managed by the coordinating authorized person (electrical) at each military installation.

1.3.4.10 The government will provide the contractor with the appliances needed to satisfy the requirements of this provision. Upon contract award, contractor shall establish an account with the FMS to obtain appliances for the purposes of ‘night stock’. All property will be either new or used and in operational condition. Contractor shall be required to hold stock for MFH, O&M, Lakenheath Dormitories and Mildenhall Dormitories. This will consist of both UK style and US style appliances. All appliances will vary in makes, models, sizes and weights.

1.3.4.10.1 For Military Family Housing (MFH) stock the contractor shall hold three (3) of each of the following appliances:

- UK style washer

- UK style large capacity washer

- UK style vented dryer

- UK style large capacity vented dryer

- UK style condenser dryer

- UK style large capacity condenser dryer

- UK style fridge

- US style fridge

- UK stove/cooker/range

- US stove/cooker/range

- UK style dishwasher

1.3.4.10.2 For O&M stock the contractor shall hold a minimum of two (2) of each of the following appliances:

- UK style washer

- UK style vented dryer

- UK style condenser dryer

- UK style fridge

- UK style dishwasher

- UK stove/cooker/range

1.3.4.10.3 For Lakenheath dormitory stock the contractor shall hold a minimum of one (1) of each of the following appliances:

- UK style fridge

- UK stove/cooker/range

1.3.4.10.4 For Mildenhall dormitory stock the contractor shall hold a minimum of one (1) of each of the following appliances:

- UK style fridge

- UK stove/cooker/range

1.3.4.10.5 The above will equate to the contractor holding a total minimum of 49 appliances with a total Estimated Value of $17,468.00. All items shall be tracked using barcodes, serial numbers and government eMH system. FMS shall be responsible for all property control records; however the contractor shall maintain an adequate system to track Government Property currently being held. The FMS may change minimum quantities of appliances to be held by the contractor as well as removing and adding appliance types for this requirement. Contractor shall be required to assess usage of afterhour’s stock and recommend changes to quantities held, if required. COR shall be responsible for approving changes to quantities.

1.3.4.10.6 Contractor shall submit requests to the COR for approval when replacement government property is required to maintain stock levels. Replacement stock shall be collected from the FMS warehouse by the contractor without the government incurring any costs.

1.3.5 Missed Appointments:

1.3.5.1 If the contractor is unable to make a scheduled delivery, pickup or service call due to a customer not being present at the property, the contractor shall call the FMS service call desk or FMS customer services immediately upon arrival to inform the FMS that there is a possibility of a missed appointment. If the customer has not arrived after 20 minutes, the contractor shall initiate an ‘FMS Missed Appointment Form’ for the missed appointment (this shall include annotation of arrival and departure times). A copy of the ‘FMS missed appointment form’ shall be left at the customer’s residence and the other copy returned to the FMS, attached to the eMH delivery/pickup paperwork or equivalent hand receipt.

1.3.5.2 In the event of the missed appointment being a delivery, the contractor shall return all items to the FMS without the government incurring additional costs.

1.3.5.3 Missed appointment procedures shall apply when contractor is completing tasks pursuant to para 1.3.2, 1.3.3 and 1.3.4.

1.3.6 Furniture and Appliance Repair and Maintenance Program:

1.3.6.1 The contractor shall establish and maintain a furniture repair and appliance repair program. All repairs shall be conducted in the contractors repair facility and/or the customers residence or dormitories. Appliances repaired at customer’s residence or dormitories shall be part of the service call program. The contractor shall ensure appliances are repaired and maintained according to the manufacturer’s recommendations.

1.3.6.2 The contractor shall collect upon request from the FMS, furniture and appliances which require repair. Contractor shall ensure furniture and appliances are collected from the FMS within two (2) working days of receiving the request from the COR. The contractor shall return furniture and appliances to the FMS within twenty five (25) working days after collection, unless otherwise approved by the COR. The unit cost of ‘Appliance repair services’ and ‘Furniture repair services’ shall also include the transportation for collecting the item from the FMS and returning the item to the FMS. Furniture repairs shall include, but not be limited to, basic woodworks including re-gluing and re-affixing of furniture components.

1.3.6.3 The contractor shall upon request collect transformers for testing. Contractor shall be required to replace fuses if required during testing. Malfunctioning transformers shall be returned to the FMS for disposal. Contractor shall ensure transformers are collected from the FMS within two (2) working days of receiving the request from the COR. The contractor shall be required to certify the transformers as serviceable and Portable Appliance Tested (PAT) before returning within twenty five (25) working days unless otherwise approved by the COR. The unit cost of ‘Transformer testing services’ shall also include the transportation for collecting the item from the FMS and returning the item to the FMS.

1.3.6.4 A work order shall be completed by the contractor for each appliance repair, furniture repair and transformer test. Each work order shall include: date of repair or test, reported fault, work carried out/diagnostics, appliance/furniture type, barcode and MFH/O&M designation. For appliance repairs the work order shall also include the make, model and serial number. Each work order shall also include a breakdown of any replacement parts used along with the part costs (if applicable). All paperwork relating to furniture repairs, appliance repairs and transformer testing shall be complete, legible and accurate, and returned with the item to the FMS. All appliances, furniture and transformers shall be affixed with a certificate of serviceability label stating the date of repair/testing and signed. When the FMS requires that an appliance be cleaned following a repair, the contractor shall annotate and invoice for the ‘clean’ on the existing repair work order.

1.3.7 Preventative Maintenance Program (Dormitories):

1.3.7.1 The contractor shall provide Preventative Maintenance (PM) services to all washers and dryers located in the dormitory laundry rooms on RAF Lakenheath and RAF Mildenhall. The contractor shall be required to service all US washers and US dryers located in dormitories based on usage.

Current usage requires each appliance to be serviced once every 3 months. Additionally, the contractor shall be required to service all commercial specification washers and dryers located in dormitories, based on usage. Current usage requires each appliance to be serviced once every 6 months. All preventative maintenance shall be completed on site in the dormitories. Contractor shall provide a schedule prior to each quarter to outline when each appliance will be serviced.

Once the quarter has commenced, the schedule can only be changed at the discretion of the

COR.

1.3.7.2 All appliances shall be serviced and maintained according to the manufacturers recommendations. The PM program service for washers shall consist of, but not be limited to, a full minimum cycle check, inspection, and clean (including lime scale removal). PM program service of dryers shall consist of, but not be limited to, removal of all lint from the exhaust system, internal building vent system and internal appliance electrics, oiling of all components as required and replacement of vent hoses if necessary. Appliances shall require stripping down in order to gain access to these areas. A cycle test shall be required upon service completion of all appliances. The contractor shall be required to remove and refit washer/dryer ‘mounting kits’ and unstack and restack washers and dryers where applicable. When installing hard wired US specification appliances, contractor shall ensure the applicable ‘grommet’ is fitted to the appliance. Grommets shall be provided to the contractor by the FMS. Appliances assessed as requiring repair shall be reported to the FMS immediately for determination to either repair or replace the machine.

1.3.7.3 A work order shall be completed by the contractor for each appliance undergoing PM. Each work order shall include: date, work carried out/diagnostics, appliance type, make, model, serial number and barcode. All paperwork connected to PM servicing shall be complete, legible, and accurate and returned to the COR within one (1) working day after completion. All appliances shall be affixed with a label stating the date of service and signed.

1.3.8 Preventative Maintenance Program (Base Housing):

1.3.8.1 The contractor shall provide a servicing and delinting service to dryers located in government owned base housing. The contractor shall be required to service dryers whilst a base house is under Change of Occupancy Maintenance (COM) status. The dryer servicing shall be completed on site within the property. A COR shall periodically provide the contractor with list of newly unoccupied houses that require the dryer to be serviced and delinted. The list provided by the COR will identify the date that the property enters COM status. The contractor shall not start the service/delint until this date. The contractor will have five (5) working days from the date the property has entered COM status to complete the service. The COR shall notify the contractor if the date the property is entering COM status changes.

1.3.8.2 All dryers shall be serviced and maintained according to manufacturer’s recommendations. The dryer service and delint program shall consist of, but not be limited to, removal of all lint from the exhaust system, internal building vent system and internal appliance electrics, oiling of all components as required and replacement of vent hoses if necessary. Appliances shall require stripping down in order to gain access to these areas. A cycle test shall be required upon service completion of all dryers. The contractor shall be required to remove and refit washer/dryer ‘mounting kits’ and unstack and restack washers and dryers where applicable. Dryers assessed as requiring repair shall be reported to the FMS immediately for determination to either repair or replace the machine. If the contractor encounters any other issues, they shall contact a COR immediately for guidance.

1.3.8.3 A work order shall be completed by the contractor for each dryer undergoing this service. Each work order shall include: date, work carried out/diagnostics, appliance type, make, model, serial number and barcode. All paperwork connected to dryer servicing shall be complete, legible, and accurate and returned to the COR within one (1) working day after completion. All appliances shall be affixed with a label stating the date of service and signed.

1.3.9 Furniture and Appliance Cleaning Program:

1.3.9.1 Upon request from the FMS, the contractor shall collect furniture and appliances and clean IAW standards outlined in Appendix C. Cleaning of furniture and appliances shall be conducted in the contractor’s facility. Cleaning of dryers shall include removal of all lint and debris from the internal workings of both UK spec and US spec dryers. Dryers shall require stripping down in order to fully remove all lint and debris. Contractor shall ensure furniture and appliances for cleaning are collected from the FMS within two (2) working days of receiving the request from the COR. Once cleaned the contractor shall return the items to the FMS warehouse within five (5) working days after collection, unless otherwise approved by the COR. The unit cost of ‘Furniture Cleaning Services’ and ‘Appliance Cleaning Services (Domestic Appliances)’ shall also include the transportation for collecting the item from the FMS and returning the item to the FMS. For cleaning standards see Appendix C.

1.3.9.2 A work order shall be completed by the contractor for each item cleaned. Each work order shall include: date of cleaning, item type, make, model, serial number and barcode and MFH/O&M designation. All paperwork relating to furniture and appliance cleaning shall be complete, legible and accurate, and returned with the item to the FMS. All furniture and appliances shall be affixed with a signed label stating the date of the cleaning. When the FMS request that an appliance shall be cleaned following a repair, the contractor shall annotate and invoice for the ‘clean’ on the existing repair work order.

1.3.10 Contractor Acquired Parts (CAP)

1.3.10.1 Contractor shall acquire materials to include electrical cable and dryer vent hoses for repair purposes in accordance with paragraphs 1.3.2, 1.3.3, 1.3.4, 1.3.7 and 1.3.8. Contractor shall obtain approval by the Contracting Officer Representative (COR) for repair parts that are to be fitted to an appliance, furniture, or transformer except for consumable items that include; tape, cable ties dishwasher salt, descaler, cleaning chemicals, cleaning equipment, tools, etc. CAP in excess of $10,000 requires prior approval by the CO. The contractor shall have full responsibility for repair parts and shall maintain an adequate system to provide the assigned COR with data reports of all parts used and on order. The contractor shall notify the COR when any replacement part must be ordered and the contractor expects repair delays. The contractor agrees that acquired parts furnished under this contract shall be covered by the most favorable commercial warranties the contractor gives to any customer for such supplies or service

1.3.10.2 The contractor shall also, upon request, collect appliances and furniture deemed by the COR to be unserviceable and cannibalize all serviceable parts. These parts shall then be used on appliance and furniture repairs and annotated accordingly on repair work orders. Contractor shall upon request cannibalize appliances and furniture while appliances and furniture are located at the FMS. Contractor shall provide a list of all parts cannibalized and a regular update of all cannibalized parts in stock.

1.3.11 Theft, Damage, Loss: The contractor is responsible for any theft, damage or loss of government property at any time when the item(s) are considered under the care and possession of the contractor. Items damaged while in the care and possession of the contractor shall be repaired by the contractor within 15 days of discovery. Items that cannot be repaired or items that have been subject to loss or theft, shall be replaced by the contractor within 15 days of discovery.

Replacement items shall be of equal or greater value, quality and specification of item(s) being replaced.

1.3.11.1 In the case that items are not repaired or replaced by the contractor, compensation to the government shall be effected either by withholding amounts owed to the contractor or by direct payment by the contractor, the method to be determined by the Contracting Officer.

1.3.12 Tagging:

1.3.12.1 During pickups (para 1.3.3), the contractor shall attach a green tag to dirty or damaged appliances and furniture, complete with the member’s name/address and date. For all items not delivered due to a ‘Missed Appointment’ or refused items, contractor shall attach a red tag complete with the member’s name/address and date and return the items back to the FMS.

1.3.12.2 Contractor shall attach a certificate of serviceability to all repaired items (including during service calls), serviced items and cleaned items (para’s 1.3.4, 1.3.6, 1.3.7, 1.3.8, 1.3.9) to show that these items have had the required task carried out on them and certified as serviceable by the contractor.

1.3.12.3 These tags and certificates shall be supplied by the contractor.

1.3.13 Invoicing: The contractor shall submit an invoice IAW DFARS clause 252.232-7003 Electronic Submission of Payments Requests and Receiving Reports. In addition to this, the contractor shall be required to submit a monthly invoice in spreadsheet format to the COR. The invoicing spreadsheet template shall be provided to the contractor by the FMS and the contractor shall be responsible for spreadsheet completion and submittal each month. The FMS may at any time revise the invoicing procedure. Contractor shall be required to complete all areas of the invoicing procedure as specified by the FMS. Invoice spreadsheet shall be submitted no later than the 6th of each month. With the provision that there are no discrepancies, the COR shall approve and verify the invoice. During the verification process, the contractor shall be required to re-submit the invoice spreadsheet when discrepancies have been identified and require changes.

1.3.14 Documentation/Paperwork:

1.3.14.1 eMH Paperwork or equivalent hand receipt (Request orders, delivery orders, pickup orders etc.):

1.3.14.1.1 All eMH paperwork or equivalent hand receipts shall be complete, legible and accurate and returned to the FMS warehouse accompanied with each returning collection/pickup.

1.3.14.1.2 Furnishings/appliances shall not be accepted into the FMS warehouse unless accompanied by the eMH paperwork or equivalent hand receipt.

1.3.14.1.3 FMS paperwork, furnishings for deliveries or furnishings from pickups shall not be held by the contractor for longer than one (1) working day unless authorized by the COR. All eMH paperwork or equivalent hand receipts shall be returned to the FMS by 0900 the next working day.

1.3.14.1.4 Paperwork completion by the contractor shall include, but not be limited to; annotation of appliance details (serial numbers, barcodes etc.), obtaining customer signatures, and annotating quantities picked up and/or delivered.

1.3.14.2 FMS Customer Comment Card: The contractor shall hand the customer an FMS customer comment card when completing tasks paragraph 1.3.2, 1.3.3, and 1.3.4. Contractor shall allow the customer time to complete the comment card before leaving their residence. Contractor shall then receive the completed comment card from the customer and return to the FMS by 0900 the next working day. Alternatively, the customer may choose to keep the comment card and submit to FMS in their own time.

1.3.14.3 FMS Missed Appointment Notice: FMS missed appointment notice shall be complete, legible and accurate and returned to the FMS warehouse whenever used. The missed appointment notice shall be attached to the correct eMH paperwork or equivalent hand receipt. A copy of this form shall also be left at the customer’s residence (see 1.3.5).

1.3.14.4 USAFE 391 (Household Furnishings Record – Pickup and Delivery Service): USAFE 391 shall be used and completed with each vehicle the contractor uses each day (1 per vehicle per day). They shall be complete, legible and accurate and all sections completed by the contractor. USAFE 391 shall be completed for all trips, including arrival and departure times at base gates. All USAFE 391’s shall be returned to the COR by 0900 the next working day. USAFE 391’s shall not be kept by the contractor longer than one (1) day unless authorized by the COR. USAFE 391’s shall not be filled in prior to delivery/pickup.

1.3.14.5 All documentation/paperwork is subject to the Privacy Act Of 1974 and shall be treated accordingly.

1.3.14.6 Full training shall be provided to the contractor by the FMS on procedures for completing all relevant paperwork/forms. The FMS may change paperwork/forms or the procedures for completing them. Updated training will be provided to the contractor following any changes.

Contractor shall ensure all paperwork/forms are completed as per the provided training.

1.3.14.7 RECORDS, FILES, DOCUMENTS AND WORK PAPERS: All records, files, documents and work papers provided by the government remain government property and shall be maintained and disposed of per AFI 37-138, Table 64-1 Rule 2.

1.3.14.8 FORMS, PUBLICATIONS AND DOCUMENTS: The government shall provide forms expressly required to perform the work in this PWS with the exception of work orders required for para’s 1.3.2, 1.3.3, 1.3.4, 1.3.6, 1.3.7, 1.3.8, 1.3.9 and 1.3.10 which shall be provided by the contractor. Tags and certificates of serviceability labels, shall also be provided by the contractor (para 1.3.11). See Appendix D for the complete listing.

2 SERVICES SUMMARY

The Services Summary (SS) is provided as a tool for identifying major requirements of the contract, where they can be found in the PWS and the performance standard that must be attained. The subsequent table identifies the service results that the government requires. These critical standards are not meant to be limitations on what the contractor should provide nor are they meant to be prescripts on how the contractor should do a job. The government invites contractors to suggest alternative solutions more productive means of providing the service, on the condition however that these essential terms are met.

The government’s right to inspect all requirements of this description of service is not limited to these SS (Service Summary) items. Failure to meet the performance threshold for one objective constitutes an overall unsatisfactory performance rating for the month.

Performance Requirement/Objective PWS Para Performance Threshold

Scheduling is accomplished from the FMS list accurately and provided to the FMS office by 0800 for that days service.

1.3.1.1 Scheduling is complete and the required

documentation is accurate and legible 90% of time.

A. Deliveries are completed with all component parts present and item(s) placed and completely installed in accordance with manufacturer’s standards and to customer’s and FMS’ satisfaction.

B. Deliveries are completed in accordance with the schedule.

1.3.2 A. No less than 90% completion rate.

B. No less than 90% completion rate.

A. Pickups and removal of furniture and appliances are complete with disconnection, disassembly & removal.

B. All pickups are completed in accordance with the schedule.

1.3.3 A. No less than 90% completion rate.

Contractor shall provide a Service Call program for the repair and replacement of appliances in government designated residences and Dormitories.

A. Service calls are completed within applicable timelines.

B. All service calls are annotated on a work order with the work order being returned to the FMS.

C. Appliances connected during a service call are correctly tested and accurately documented

1.3.4

A. No less than 90% completion rate. .

C. No less than 90% completion rate.

Preventative Maintenance (Base Housing) is completed within 5 days of the property entering COM status. A certificate of serviceability label shall be affixed to each item and a work order completed and returned to the FMS.

1.3.8 No less than 90% completion rate.

Furniture items repaired and maintained are to be returned to the FMS within twenty five (25) working days after collection. A certificate of serviceability label shall be affixed to each item and a work order completed and returned with each item.

1.3.6.2 No less than 90% completion rate.

Appliance items repaired and maintained are to be returned to the FMS within twenty five (25) working days after collection, unless otherwise approved by the COR. The contractor shall notify the COR when any replacement part must be ordered and the contractor expects repair delays. A certificate of serviceability label shall be affixed to each item and a work order completed and returned with each item.

1.3.6.2 No less than 90% completion rate.

Preventative maintenance (Dormitories) is completed and in accordance with the schedule. A certificate of serviceability label shall be affixed to each item and a work order completed and returned to the FMS.

1.3.7 No less than 90% completion rate.

Once cleaned, furniture and appliances shall be returned to the FMS within five

(5) working days after collection. A certificate of serviceability label shall be affixed to each item and a work order completed and returned with each item.

1.3.9 No less than 90% completion rate..

All required documentation and paperwork is completed as required by the FMS.

1.3.13 No less than 90% completion rate.

3 GOVERNMENT FURNISHED PROPERTY AND SERVICES

Government property shall be transported and repaired per the PWS, but shall not be furnished to the contractor for use in performance.

3.1 GOVERNMENT PROVIDED FACILITIES

3.1.1 Government Furnished Training

3.1.1.1 Contractor employees handling electrical work on an MoD installation shall be required to attend training with the Defense Infrastructure Organization (DIO), and shall be required to complete and pass a written examination to comply with the MoD Electricity Safety Rules and Procedures set out in Joint Service Publication (JSP) 375 Volume 3 Chapter 3. The training and examination shall be completed initially and refreshed every three (3) years. The contractor’s employees performing electrical works, to include hard wiring, on a Ministry of Defence (MoD) installation shall comply with the Electricity Safety Rules and Procedures set out in Joint Service Publication (JSP) 375 Volume 3 Chapter 3. The contractor is required to provide the following to the Coordinating Authorized Person (CAP) Electrical:

a) Written risk assessment and method statements

b) Proof of training on how to use equipment - (Documentation - in house training certificate)

c) Safe Isolation Procedure (Isolation, Locking off, and Caution signage)

d) Proving dead process

e) All equipment must be approved Defence Infrastructure Organization (DIO)/

Coordinating Authorized Person (CAP)

Contractor to have staff interviewed by the Authorized Person(s) (AP) & registered as Electrically Semi Skilled and reviewed every three (3) years. COR will verify that training/certification has been completed. Contractor shall be responsible for providing all relevant proof of training/certification completion to the COR for verification, prior to the contractor performing any electrical work on an MOD installation.

3.1.2 Logistical Support

The Government will not provide logistical support to the contractor.

3.1.3 Facilities

The Government will provide a small storage area within the FMS warehouse located in Building 73, RAF Feltwell. This storage area will be solely for the purpose of storing any contractor provided manual handling equipment that is needed for loading/unloading vehicles within the FMS warehouse. Area shall be determined and marked by the government.

3.1.4 Utilities

The government will provide electricity in the assigned storage area within the FMS warehouse for the purpose of charging electrical manual handling equipment as required. The contractor shall instruct employees in utilities conservation practices. The contractor shall be responsible for operating under conditions that preclude the waste of utilities.

3.1.5 Materials

3.1.5.1 The government will provide a Standard Operating Procedure (SOP) for occasions when the contractor visits the FMS warehouse. This SOP will outline any logistical and safety roles and responsibilities of the contractor when visiting the warehouse. This SOP may be updated at any time by a COR.

3.1.5.2 The government will provide a Google Earth (.kmz) file that will clearly display the different haulage job radii. This file shall be used by the contractor when determining haulage job radii for the contractor provided delivery and pickup schedule. No other method of calculating radius will be authorized.

3.1.5.3 The government shall provide mattress bags to the contractor to be used on pickups that include mattresses. The mattress bags may be requested at any time by the contractor and will be made ready for collection within two days.

3.1.5.4 The government will provide the contractor with grommets to be used on the installation of hard wired cookers and dryers.

3.1.6 Equipment

The government will not provide any equipment to the contractor.

3.2 SECURITY DOCUMENTATION

The details of any and all security documentation maintained and developed under this contract will become and remain the property of the government.

3.3 BASE ACCESS

3.3.1 Base Pass Requirements

The contractor is required to submit a roster of all employees who will require access to the installation within 5 days of issuance of an agreement/award. The roster will include the full name, current address, date of birth and any current active security clearances of all contract personnel that will require access.

Additionally, individuals must submit their United States Social Security Number (SSN), passport number or two other documents (i.e. driver’s license and national insurance number) with corresponding issue and expiration dates. Please note that unescorted base passes take an estimated 90 calendars days to process.

3.3.2 Host Agency Check (HAC) Vetting

All local national contractor employees must undergo Host Agency Check (HAC) vetting prior to access to RAF installations. All employee information shall be relayed to the requiring activities’ HAC manager for processing. Required documents will be distributed with agreement/award and shall be completed and returned to the HAC Manager/COR assigned (located in the transmittal document) within five (5) days.

Documents include but are not limited to NAC Cover Sheet; AF Form 2583, Request for Personnel Security Action; USAFE IMT 19, Residency Check for Employment with the United States Air Forces in Europe;

Basic Check Verification Record (BCVR); and Ministry of Defense Liaison Office (MODLO) Proforma Packet for Security Clearance. If MODLO Proforma Packet is required (for foreign nationals), contractor personnel will receive an online application link via the personal email address provided. Contractor employees are required to complete online application for background check within five (5) calendar days of receipt. If contractor employees do not receive the email within seven (7) days, they shall notify the HAC manager. During processing of background check, Defense Vetting Agency (DVA) may contact the employee via email, phone or post to request further information. DVA may take up to eight (8) weeks to process, so employees are responsible to be proactive in checking personal emails (to include junk mail).

Approved security clearance is valid for five (5) years. The government will not accept any employee with a federal conviction (or host nation equivalent) in their background check. Contractor employees that are U.S. citizens will complete all required documents except MODLO Proforma Packet. In order to obtain a DVA security clearance, contractor employees must have been resident in the UK for 5 consecutive years.

Security clearance will be processed with requiring activity’s Security Manager.

3.3.2.1 Paperwork.

All paperwork is approved by the HAC manager, then forwarded to the 48th Security Forces Squadron (SFS) for processing. The HAC manager will receive an email confirmation when 48 SFS submits the documents to MODLO.