Attachment 1 - PWS.pdf

Solicitation #: FA6800-23-R-0001 Contract #: FA6800-23-C-00XX

Human Resources/Multiple Personnel Functions (HR/MPF)

Performance Work Statement (PWS) For

Air Force Global Strike Command (AFGSC) Human Resources/Multiple Personnel Functions

(HR/MPF)

14 December 2022

TABLE OF CONTENTS

LOCATION TITLE PAGE

Section 1 Description of Services 2

Section 2 Government Furnished Equipment and Services 18

Section 3 General Information 21

Appendix 1 Service Summary 28

Appendix 2 Acronyms/Abbreviations 29

Appendix 3 Base Population Estimates 32

Appendix 4 Applicable Publications and Forms 36

Appendix 5 Government Furnished Equipment (Separately attached) Para 2.1.3.

Section 1

Description of Services

Program Description. The Human Resources/Multiple Personnel Functions (HR/MPF) program consists of non-personal services for the administration and support of the human resources/personnel programs conducted on Air Force Global Strike Command (AFGSC) installations. These HR/MPF programs support the Military Personnel Flight (MPF) and the Civilian Personnel Flight (CPF) on each bomb wing installation as described below:

The mission of the MPF is to provide quality personnel support through the administration of personnel programs for commanders, Air Force members, Air Force family members, and retirees, and to administer Air Force personnel programs in both peacetime and wartime.

Personnel functions for the MPF include: support for the Defense Enrollment Eligibility Reporting System (DEERS) & the Real-time Personnel Identification System (RAPIDS) Common Access Card (CAC) and ID Card (USID) issuing facility, Automatic Records Management System (ARMS), Personnel Records Display Application (PRDA), and military awards and decorations programs. The MPF is the single manager of Military Personnel Data System (MILPDS) for all units and members serviced, whether on base or geographically separated. References to MILPDS also implies any future systems.

Each MPF/Commander (CC) has the flexibility to remove any item, however they cannot add work that is not listed and government employees cannot assume the duty.

Each MPF includes the following major personnel service components which are separate and distinct from each other:

* Customer Service. This section serves as the initial point of contact between the customer and other MPF work centers as well as the installation DEERS/RAPIDS issuing facility.

* Awards and Decorations. This section serves as the base-level focal point for officer, enlisted, and unit awards and decorations actions.

* CyberSecurity Liaison (CL). This section provides information management and CL support to the MPF and the CPF.

* Personnel Systems Management. This section provides MILPDS and other system support to the MPF, Commander’s Support Staffs (CSS) and other work centers upon request.

The major personnel services components are defined in this document and in the referenced publications. All contractor personnel will exemplify professionalism and courtesy in the performance of their duties, particularly in interactions with customer, including senior officers.

Contractor personnel are expected to exercise task flexibility and efficient time-management, contemplating surging customer loads and other unanticipated constraints not within the control of the contractor (including DMDC CAC/ID disruptions internet outages, etc.)

The contractor is solely responsible for monitoring and managing contractor employees. The Government shall utilize customer surveys and other surveillance tools to verify contract performance and customer satisfaction (including accuracy of advice, accuracy of data entered into government databases, professionalism, courtesy, and wait times). Standards are defined in the subsequent paragraphs of the PWS. Contractor employees are expected to be fully versed on the applicable authorities and processes. Phone calls should be answered promptly, with customers not experiencing excessive hold times.

When performing any contract duties, contractor employees shall clearly identify themselves as “Contractor” at all times, in all communication and representations, including in the workplace , at meetings, in conversations, telecommunications, mail, electronic mail (e-mail), and faxes, whether with Government personnel, other Contractor personnel, or with the public. Contractor employees who have military affiliation (i.e., reserve or retired military personnel) will not use their military rank.

The contractor is expected to have all personnel available for duty on the contract start date. The contactor is expected to ensure that all positions are fully staffed in accordance with the contract, without any degradation in services. If there is an unplanned vacancy (i.e., serious illness or death of an employee), the contractor must promptly notify the contracting officer and have a mitigation strategy (i.e., utilization of other contractor employees, temporary hire, etc.)

The Government may request removal (permanent or temporary) of personnel on this contract for security, safety or health reasons, upon discovery of fraudulent resume documentation, or when Contractor personnel behave in an unprofessional manner that would be considered unacceptable by a reasonable person.

1. Services Provided.

1.1 Customer Service. The contractor shall provide all personnel, materials (office supplies;

pencils, pens, staplers, etc.), supervision (site lead), and services necessary to establish and maintain a customer service capability within the MPF. The contractor shall process personnel identification transactions in accordance with Air Force Instruction (AFI) 36-3026 Vol 1 and Department of Defense Instruction (DoDI) 1000.13. Estimated transactions are listed within the base population breakout (see Appendix 3).

1.1.1 The contractor shall monitor new arrivals and ensure Servicemember’s Group Life Insurance (SGLI) and Family Servicemember’s Group Life Insurance (FSGLI) is posted to Servicemembers’ Online Enrollment System (SOES), to confirm and to certify SGLI elections. The contractor will use the hard copy of SGLV 8286 (Servicemembers’ Group Life Insurance Election and Certificate), in emergent situations (e.g., un-credentialed accession members, hospitalized or deathbed, deployed to a location without internet access) if the member is unable to access SOES.

The contractor shall review appropriate documentation to verify identity and eligibility for identification card requests through DEERS inquiry and preparation of Department of Defense (DD) Form 1172-2, Application for Department of Defense Common Access Card-DEERS Enrollment. The contractor shall process DEERS enrollment of eligible family members and issue identification cards as applicable.

1.1.2 The contractor shall provide guidance, issue and retrieve CAC or machine-readable, Teslin cards as applicable. The contractor shall prepare and distribute DD Form 2842, return all rejected CAC cardstock and invalid CACs (e.g., damaged, expired, misprinted, terminated) to DMDC as required by DMDC Verifying Officials Information System (VOIS) and the RAPIDS User Guide.

The contractor shall reestablish PIN on CAC when locked or forgotten. Performance requirements, as delineated in Table 1.1 below are calculated monthly based on the aggregate of the workload at each installation.

Table 1.1- Customer Service Performance Requirements Customer Service Outputs: AF Guidance & Regulation Performance Requirement

Process CAC/ID Card Requests DoDM1000.13 V1, V2 DoDI1000.13

AFI36-3026 V1, V2

90% completed the same day with all required information, eligibility and actions verified IAW applicable law/instruction if system is operable during normal hours

Administrator for SOES Program MyPers - Servicemembers’ Group Life Insurance Online Enrollment System (SOES)

PSD GUIDE

99% requests completed in the same day.

Monitors unit-level SOES certification completion rates and provides unit-level SOES Administrators access.

MyPers - Servicemembers’ Group Life Insurance Online

Completes monthly follow up action(s) to ensure 100 percent completion.

Directs Airmen seeking assistance with completing their SGLI / FSGLI to the on-line SOES application.

MyPers - Servicemembers’ Group Life Insurance Online Enrollment System (SOES)

PSD GUIDE

https://www.benefits.va.gov/INS

URANCE/

Provide MPF/CC with a Unit SOES Report when requested.

Trains MPS, CSS, Commanders and/or their designated representatives at each installation on unit-level SOES Administrator access.

MyPers - Servicemembers’ Group Life Insurance Online

As required.

Perform Transaction Register (TR) Actions

PSM Handbook

AFCSM36-699 V1

MyPers - Personnel Systems Management Support (26564)

90% of updates of MILPDS completed within 3 work days of receipt

Retrieve and revoke the ID card upon separation or retirement from service; ID cards that are not retrieved in person shall be requested by return receipt letter with a 30 day suspense for return of the identification card.

DoDM1000.13 V1, V2 DoDI1000.13

AFI36-3026 V1

99% completed the same day with all required information, eligibility and actions verified IAW applicable law/instruction 90% of letters to unauthorized cardholders completed with 5 work days

Retrieve ID cards from dependents whose privileges have been revoked or are no longer eligible;

ID cards that are not retrieved in person shall be requested by return receipt letter with a 30 day suspense for return of the identification card.

DoDM1000.13 V1, V2 DoDI1000.13

AFI36-3026 V1

99% completed the same day with all required information, eligibility and actions verified IAW applicable law/instruction 90% of letters to unauthorized cardholders completed with 5 work days

Perform enrollment/ disenrollment of eligible beneficiaries.

DoDM1000.13 V1, V2 DoDI1000.13

AFI36-3026 V1

90% completed the same day with all required information, eligibility and actions verified IAW applicable law/instructions.

Submit required forms and expired/revoked/unusable CACs to DMDC weekly (or as directed by

DMDC).

DoDM1000.13 V1, V2 DoDI1000.13

AFI36-3026 V2

All accountable forms and expired/ revoked/unusable CACs should be submitted in the required DMDC format weekly or as otherwise scheduled by DMDC https://www.benefits.va.gov/INSURANCE/ https://www.benefits.va.gov/INSURANCE/

Provide guidance, verify eligibility and direct the member and/or family member to the appropriate DFAS web address for processing secondary dependency applications. Issue ID cards as appropriate.

DoDM1000.13 V1, V2 DoDI1000.13

AFI36-3026 V1

https://www.dfas.mil/MilitaryMe mbers/SecondaryDependency/

Completed the same day with all required information, eligibility and actions verified IAW applicable law/instructions.

Provide guidance, verify eligibility and determine if secondary dependency for permanently incapacitated dependents can be accomplished locally. Issue ID cards as appropriate.

DoDM1000.13 V1, V2 DoDI1000.13

AFI36-3026 V1

https://www.dfas.mil/MilitaryMe mbers/Secondary

Dependency DMDC VOIS Tip Sheet

Completed the same day with all required information, eligibility and actions verified IAW applicable law/instructions.

Provide guidance, verify eligibility and issue identity cards as required to former spouses to include URFS, UMFS, URW, UMW for an ID card IAW DAFMAN 36- 3026(I)

DoDM1000.13 V1, V2 DoDI1000.13

AFI36-3026 V1

Completed with all required information, eligibility and actions verified IAW applicable law and/or instructions.

Provide guidance, verify eligibility and issue Agent Letter for Authorized Patrons.

AFI36-3026 V1 99% completed the same day with all required information, eligibility and actions verified IAW applicable law and or instructions.

Provide unit leader notification within 5 workdays of family care changes.

DoDI1342.19_AFI36-2908 Notification to commanders/first sergeants of anyone who gets married/divorced or becomes a single parent or part of a dual military couple with family members within 5 work days of members’ visit to MPF to change records.

1.2 Program Management. The contractor shall administer the Family Care Program and Assumption of Command program. The contractor shall review Appointment to and Assumption of Command administrative orders and obtain Legal, MPF/CC and appointing authority coordination on all G- series orders pertaining to appointment/assumption of command.

Performance requirements, as delineated in Table 1.2, below, are calculated monthly based on the aggregate of the workload at each installation.

Table 1.2 – Program Management Performance Requirements Program Management Outputs: AF Guidance & Regulation Performance Requirement https://www.dfas.mil/MilitaryMembers/SecondaryDependency/ https://www.dfas.mil/MilitaryMembers/SecondaryDependency/ https://www.dfas.mil/MilitaryMembers/Secondary https://www.dfas.mil/MilitaryMembers/Secondary

Administer Family Care Program. DoDI1342.19_AFI36-2908 MPF/FSO Marital Status

Interface Transaction Register

Notification to commanders/first sergeants of anyone who gets married/divorced or becomes a single parent or part of a dual military couple with family members within 5 work days of members’ visit to MPF to change records.

Completed monthly verification with squadrons and updates in MILPDS.

Process Assumption and Appointment to Command Orders

AFI51-509 Completed within 24 duty hours of receipt of AF Form 35 with completed signatures

1.2.1 Application Support. The contractor shall perform all administrative duties with regards to process Transitional Compensation for Abused Dependents, official DoD passport and visa requests and perform Naturalization/Citizenship program actions. Naturalization/Citizenship program services are provided to the military sponsor only. The contractor shall provide assistance and guidance for applications for dependency determinations for eligible identification card applicants, for former spouses seeking benefits under the Uniformed Services Former Spouses' Protection Act and for former spouses and widows, seeking reinstatement of identification card benefits. Administrative duties are to include, but not limited to review, assemble, mail and ensure receipt of applications. Performance requirements, as delineated in Table 1.3, below, are calculated monthly based on the aggregate of the workload at each installation.

Table 1.3 – Application Support Performance Requirements Application Support Outputs: AF Guidance & Regulation Performance Requirement

Process administrative requirements for official DoD passports and visas

DoDD1000.21E Applications completed within two business days with all required information, eligibility and actions verified IAW applicable law or instruction

Process marriage/divorce/ name change actions

AFI36-3026 V1 90% completed in DEERS the same day

Process RIPs/MILPDS Roster/

OBIEE

PSM Handbook

AFCSM36-699 V1

MyPers - Personnel Systems Management Support (26564)

Customer requested deliverables are distributed within 5 work days

Perform naturalization/citizenship actions

MyPers – Guide to U.S.

Citizenship (12979)

Validated forms mailed within 10 workdays of completed case file

1.2.2 Product Support. The contractor shall perform transaction register actions, input requests and suspense’s, received and distribute Report on Individual Personnel (RIP), MILPDS Products, and Oracle Business Intelligence Enterprise Edition (OBIEE) products. The following (Table 1.4) represents an estimated breakdown of the transactions performed annually at each of the AFGSC installations covered by this PWS:

Table 1.4 – Estimated Transaction Breakdown

SITE ID

CARDS

DECORATIONS PASSPORTS

VISAS

MILPDS CL SERVICES

Dyess AFB 7422 1792 0 237 792 Ellsworth AFB 5028 1011 228 93 708 Barksdale AFB 11203 3262 0 356 672 Minot AFB 5320 1785 0 165 708 Whiteman AFB 7860 2041 0 1322 336

TOTAL 36833 9891 228 2173 3216

Notes:

1. ID Cards, Decorations, Passports/Visas are the annual estimate of each type of transactions processed

2. CL Services are the annual estimate of Job Calls responded to

3. MILPDS are the annual estimate of PSM products processed (new requests)

1.2.3 Supply Management. The contractor shall maintain and manage the ID card stock to include but not limited to; CAC/ID stock, and CAC consumables; IDs, manual and machine-readable cardstock, CAC return forms, DD Form 2842 and mailing supplies (Federal Express or other mail carrier) as directed by DMDC. The Government will be responsible for providing the ID card stock for the contractor. Card stock levels are determined by DMDC through the Inventory Logistics Portal (ILP).

1.2.4 Roles

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

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

1.2.4.3 Verifying Official. The contractor shall provide one or more verifying officials who verify identity of subscribers; receive, verify correctness and enter subscriber information; generate subscriber CAC; and assist subscriber in resetting PIN of CAC.

1.2.4.4 Control and Accountability. The contractor shall control and account for blank ID cards and CAC cardstock, returned and error-in process CACs, laminate not in use, and completed DD Forms 1172, 1172-2, 2841, 2842 and all other stock under lock and key when office is closed.

Destroy error-in processing cards or non-authorized ID cards (not CAC) according to AFI 36-2608.

CAC returns must be submitted to DMDC weekly or as otherwise directed by DMDC.

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

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

1.3 Automatic Records Management System (ARMS) / Personnel Records Display Application

(PRDA)

1.3.1 Access and Referral. The contractor shall assist personnel requesting documents; provide service to walk-in customers with a valid request to include access, screening, reviewing, and auditing of their own military personnel record in the Automatic Records Management System (ARMS) and Personnel Records Display Application (PRDA). The contractor shall make referrals to appropriate work centers to meet member’s need to correct any discrepancy of a document in ARMS/PRDA. The contractor maintains the ARMS/PRDA access list. The contractor shall notify Air Force Personnel Center (AFPC) of changes to the ARMS/PRDA access list and assist personnel. The contractor is the focal point for organizations (Legal, OSI, etc.) that do not have access to ARMS/PRDA.

1.3.2 Accuracy. As new SGLV forms are created, the contractor shall verify/update MILPDS and forward original copies to AFPC for scanning and maintain a suspense copy until verifying AFPC has scanned the document(s). Contractor shall maintain a log of completed forms including verification of AFPC scan and document destruction. Performance requirements, as delineated in Table 1.5, below, are calculated monthly based on the aggregate of the workload at each installation.

Table 1.5 – ARMS/PRDA Performance Requirements ARMS/PRDA Required Service AF Guidance & Regulation Performance Requirement Process customer requests for ARMS/PRDA information.

AFI36-2608

MyPers – Review AFPC

ARMS Filing Process (28096)

Information requested shall be provided within 5 work days to customer.

Forward new documents that belong in ARMS/PRDAs to AFPC for scanning.

AFI36-2608

MyPers – Review AFPC

ARMS Filing Process (28096)

New documents forwarded weekly will be listed on transmittal form and mailed.

Account, review and assist customers to resolve any discrepancies in ARMS/PRDA

AFI 6-2608

MyPers – Review AFPC

ARMS Filing Process (28096)

Discrepancies completed and verified in system within 2 work days

Maintain suspense copy of newly created SGLV form(s) until verifying AFPC has scanned the form(s).

AFI36-2608 All documents verified in ARMS/PRDA before destroying suspense copy

1.4 Military Awards and Decorations Administration General. The contractor shall manage the awards and decorations programs.

1.4.1 Program Administration. The contractor shall provide general guidance and information on awards and decorations, foreign awards and badges, and special trophy announcements.

Contractor shall process awards and decorations recommendations, update unit awards for eligible personnel, and Air Force Good Conduct Medal (AFGCM) awards actions. The contractor shall maintain and provide periodic statistics on timeliness as required by MPF Commander, but not more than once a week.

1.4.2 Database Management. The contractor shall update MILPDS with current award and decoration data; verify and process inquiries concerning entitlements and update award and decoration discrepancies. The contractor shall process decorations for the installation, through the approved Air Force and/or installation system(s). The contractor will troubleshoot, track, and report errors/problems concerning the approved Air Force decoration processing system to the appropriate agency.

1.4.3 Supply Management. The contractor shall acquire and maintain the stock of medals, binders in accordance with AFMAN 36-2806 unless otherwise directed by Wing leadership. This is typically a 90-day supply. The contractor will not be responsible for purchasing but shall manage and provide the basic medals and binders as needed. Performance requirements, as delineated in Table 1.6, below, are calculated monthly based on the aggregate of the workload at each installation.

Table 1.6 – Awards and Decorations Performance Requirements Awards and Decorations Required Service

AF Guidance & Regulation Performance Requirement

Perform Award & Decoration Actions.

AFMAN36-2806

MyPers - Federal Awards and

Decorations PSDG

90% completed within 5 work days

Update Unit Award Actions AFMAN 36-2806 Within 7 days of receiving the authorization order

Process and Update AFGCM Awards Actions

AFMAN36-2806 Produced monthly, as determined by local commander, when roster is produced or as the result of a non-recommendation letter from Commander

Correct/Revoke/Amend Award and Decoration Discrepancies.

AFMAN36-2806 100% Discrepancies corrected within NLT one week after discovery

Perform MILPDS updates. PSM Handbook Required updates will be completed with 95% accuracy as validated by the TR review.

Maintain Stock of Elements. AFMAN36-2806 Verified semi-annually by accountability roster as determined by local commander

1.5 Military Personnel Systems Management. The contractor shall manage the Personnel Data Systems to include the MILPDS. Performance requirements, as delineated in Table 1.7, below, are calculated monthly based on the aggregate of the workload at each installation. The Contractor must either have prior experience on OBIEE and MILPDS to include security + certificates or able to obtain a waiver and receive the training within 6 months of start date.

1.5.1 System Administration and Performance. The contractor shall provide system administration, security and problem solving for MILPDS. The contractor shall verify Defense Joint Military Pay Systems (DJMS) transactions by first validating with Career Development. The contractor shall validate system related problems and provide appropriate documentation to AFPOA A1 Service Desk. The contractor shall maintain required documents for MILPDS users and complete monthly access verification. The contractor shall perform MILPDS product actions.

The contractor shall perform in the role of Base Administrator for ARMS/PRDA. The contractor shall perform in the role as HR Distributed Systems Administrator (DSA) for current system and new systems put in place. The contractor shall create and remove accounts for Base Level Service Delivery Module (BLSDM) and in the role of Base AD POC for CMS.

1.5.2 Modernization and Training. The contractor shall support planning and implementation of MILPDS at local level including, but not limited to, user account creation and account maintenance; user training, and support with respect to software and hardware installation. The contractor shall provide information and informal computer-related training for MILPDS users.

(Approximately 20- 30 users trained per year per location). The contractor will maintain Master Military Pay Account (MMPA) access through local FMO to monitor, train, and coordinate corrective actions for all DJMS rejects with appropriate work centers.

1.5.3 Product Support. The contractor shall process non-routine queries, schedule automated products, perform transaction register/database analysis tasks and build and maintain local tables

(MILPDS).

1.5.4 Equipment Management. The contractor shall maintain the computers and peripherals listed within the automated data processing equipment (ADPE) account, report software problems and process hardware or software procedural enhancements and establish user account records for MILPDS systems and manage computer systems security programs. The contractor is not the custodian for the ADPE account.

Table 1.7 – MILPDS PSM Performance Requirements

PSM Required Service AF Guidance & Regulation Performance Requirement

Operate MILPDS Computer Systems

PSM Handbook MyPers - Personnel Systems

Management Support (26564)

Local system maintained as operable 24 hours, 7 days a week (unless performing maintenance or LAN is down)

Establish MILPDS Accounts MILPDS Security Access Control TF M-DSA HR-User PSD Guide

Current PSDM MyPers - Personnel Systems

Management Support (26564)

Completed within 3 workdays of receipt of all required documents

Complete annual MILPDS Audit Current PSDM MyPers - Personnel Systems

Completed by AFPC established suspense date

Management Support (26564)

Provide Information and Related Training

PSM Handbook MyPers - Personnel Systems

Management Support (26564)

Daily as required by users

Personnel Records Display Application (PRDA) – RBA access to add/remove accounts

PRDA PSD Guide MyPers - Personnel Systems

Management Support (26564) as requested by authorized users

Base Level Service Delivery Model (BLSDM) – Add/Remove accounts as requested

PSM Handbook MyPers - Personnel Systems

Management Support (26564) as requested by authorized users virtual Personnel Center (vPC)/myFSS - Add/Remove accounts as requested

PSM Handbook myFSS Job Aids

MyPers - Personnel Systems Management Support (26564) as requested by authorized users

Case Management System (CMS)

– Add/Remove accounts as requested

CMS Guide as requested by authorized users

Ensure corrective actions on MILPDS communications, hardware and software problems are initiated upon notification

PSM Handbook MyPers - MILPDS System

Problem Reporting PSD Guide MyPers - Personnel Systems

Management Support (26564)

98% accuracy. No more than 2% of logged problem reports will result in valid customer complaint. Lot size is number of problems logged quarterly as verified by system report.

Ensure corrective action is initiated for data reconciliation, overdue transaction register items, purges and rejected transactions

MyPers - MILPDS System Problem Reporting PSD Guide MyPers - Personnel Systems

Management Support (26564)

98% accuracy as verified by system report. Proper corrective action initiated within required timeframe IAW applicable law or instruction.

Produce customer requested query and product

MyPers - MILPDS System Problem Reporting PSD Guide MyPers - Personnel Systems

Management Support (26564)

Required within 3 workdays.

Process Non-routine Query Requests (i.e. FOIA requests)

MyPers - MILPDS System Problem Reporting PSD Guide MyPers - Personnel Systems

Management Support (26564)

Complete within 2 workdays of receipt

Perform Transaction Register/Data Base Analysis Tasks

MyPers - MILPDS System Problem Reporting PSD Guide MyPers - Personnel Systems

Management Support (26564)

Any discrepancies corrected in system within 2 workdays of receipt

Build and Maintain Local Tables MyPers - MILPDS System Problem Reporting PSD Guide MyPers - Personnel Systems

Management Support (26564)

Completed within 2 workdays as changes occur/requested

Verify Defense Joint Military Pay System (DJMS) Transactions

MyPers - MILPDS System Problem Reporting PSD Guide MyPers - Personnel Systems

Management Support (26564)

Verify corrections initiated by applicable work center within 2 workdays of receipt

Maintain ADPE Equipment and Peripherals

MyPers - Personnel Systems Management Support (26564)

Local Communications Sq requirements

Provide certification of joint inventory of government furnished ADPE equipment for the contractor’s use annually, as directed by local commander

1.6 CyberSecurity Liaison (CL) Performance requirements include the Computer Security (COMPUSEC) Program, Cyberspace Defense Analysis (CDA) Operations and Notice and Consent Process (N&C), and TEMPEST Program, as delineated in Table 1.9, below, are calculated monthly based on the aggregate of the workload at each installation.

1.6.1 Information Management. The contractor shall collect and disseminate information (distribute mail/messages) for internal/external review, process communication and distribution, and maintain suspense file. The contractor shall answer inquiry or research answer to inquiry and provide response or referral.

1.6.2 Publications, Forms and Files Management. The contractor shall maintain publication files, the file system and serve as Publication and File Manager. If locally required and not available on the Internet, the contractor shall maintain stock of blank forms. The contractor will perform as the Functional Account Records Manager (FARM) for the MPF only. Database used to perform this task is Air Force Records Information Management System (AFRIMS).

1.6.3 Client Systems Support. Support Administrators/Information System Security Officer (ISSO). The contractor shall perform ISSO and as Functional Systems Administrator (FSA) to configure new computers for initial operation, install hardware and software, troubleshoot and repair hardware and software defects/problems, maintain LAN equipment/server, request and build user accounts, process AFCERT updates and process updates for personal computer virus detection. FSA duty allows submission of trouble tickets to Comm’s for issues outside of the FSA's capability. COMPUSEC Program, Cyberspace Defense Analysis (CDA) Operations and Notice and Consent Process (N&C), and TEMPEST Program. ISSO and FSA responsibilities are provided to the MPF, CPF.

Table 1.8 CyberSecurity Liaison (CL) Performance Requirements CyberSecurity Liaison Required Service

AF Guidance & Regulation Performance Requirement

Disseminate information for internal reviews

AFCSM36-699 V1 Mail distributed within MPF within 48 duty hours of receipt

Process Distribution (In/Out) DoDM4525.8_AFMAN36-306 DoDI4525.09

AFPD16-14

HOI33-6

AFCSM36-699 V1

Actions processed and annotated into log-book within 24 duty hours of receipt.

Maintain MPF File System

1. Store and Retrieve Official Correspondence

2. Establish and Dispose administrative records

AFI 33-322

AFPD 33-3

Title 44, USC DoDM5400.07_AFMAN33-302

1. Weekly and IAW work center file plan

2. Monthly and IAW work center file plan

Maintains Blank Forms Queries MPF elements on forms requirements

DAFI90-160 Monthly and IAW work center file plan

Maintains Publications Library

1. Query MPF on publications requirements

2. Maintain applicable PSDMs

DAFI90-160

1. Monthly and IAW work

2. Weekly and IAW work

Perform Troubleshooting Actions

AFI17-130

AFMAN17-1203

AFI33-115

Respond to call within 8 duty hours

1.7 Quality Control Plan. The contractor shall develop, implement, maintain, and continuously improve a Quality Control Plan (QCP) that ensures compliance with all the requirements of this PWS. The contractor is solely responsible for the control of service quality and for offering to the Government for acceptance only those services that conform to contractual requirements.

1.7.1 The QCP shall identify the approach for maintaining an effective and efficient quality control system that is integrated into the overall management approach of the HR/MPF operations.

The QCP shall describe the procedures used to ensure contract submittals (reports, records, etc.)

meet contractual requirements and how changes to existing documents are processed and communicated to appropriate personnel. The QCP shall also include a process/training plan for all on-site personnel that ensures each employee meets the qualification requirements (education, training, and/or experience), as defined for this contract to perform the duties of the job for which they were hired.

1.7.2 Monthly Summary Report. The contractor shall submit a Monthly Summary Report that reports the performance requirements metrics for Tables 1.1 – Table 1.9 by location for the previous month. At a minimum, the contractor shall provide number of occurrences for each service, the number of occurrences that met the performance metric. The report is due no later than the 12th calendar day of each month.

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

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

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

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

• Action taken to fix the immediate problem (correction)

• Root cause analysis of the problem to determine cause

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

• Actions taken to prevent recurrence

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

Section 2

Government Furnished Equipment and Services

2. GENERAL. The Government will provide the office space, office furniture and equipment, and copying services on each installation.

2.1. GOVERNMENT FURNISHED EQUIPMENT (GFE):

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

2.1.2. Government furnished office equipment shall be managed in accordance with the provisions of applicable directives and/or instructions.

2.1.3. Office Equipment. Within 30 days of the start of the contract, a joint inventory of the provided office equipment shall be conducted by the contractor and a Government Representative at each installation. The contractor and the Government Representative shall certify the agreement as to the working order of the equipment. That inventory will be appended to this PWS. The supplied office equipment shall be inventoried and documented as to the equipment's working order, jointly by both contractor and the Government Representative on an annual basis. The CO shall be notified in writing of equipment missing or not in working order. Office equipment determined to be excess to contractor's needs at any time during contract performance shall be identified to the Government. Excess equipment shall be processed for re- assignment and/or disposition in accordance with installation procedures. All updates and changes to the GFE will be submitted to the Contracting Officer for inclusion to the contract and PWS. The contractor is responsible for maintaining a copy of all inventories on premise.

2.1.4. Obtaining Replacement Equipment. The Government will replace missing items and repair all items not in serviceable order. The contractor shall follow the standard replacement procedures designated by the installation Government Representative, to submit requests for replacement of Government furnished office equipment. The Government will be responsible for replacement costs. The Government will provide the contractor with disposition instructions for items beyond repair. The Government will work with the contractor initiate and conduct the appropriate disposition action (e.g. turn in to DLA Disposition Services formally known as DRMO) or other installation office), in accordance with the provided instructions.

2.1.5. Automatic Data Processing Equipment (ADPE) Hardware and Software. The Government will provide the hardware and software required to support the functions of the MPF and CPF. The Government will provide mainframe hardware and software upgrades in accordance with the host base procedures.

2.1.6. Loss, Damage, or Destruction (LDD). The contractor shall be liable for LDD to Government furnished equipment beyond fair wear and tear. Compensation shall be affected either by reduced amounts owed to the contractor or by direct payment by the contractor, the method to be determined by the contracting officer (CO). The amount of compensation due the Government by the contractor shall be the Intrinsic Value of the equipment, as determined by the CO, i.e., the amount of compensation due to the Government may range from scrap value, salvage value, repair cost, or replacement cost, as determined by degree of damage/loss and the continuing need of the Government for that equipment.

2.1.7. Office Supplies. The contractor shall provide all consumable office supplies (pencils, pens, staplers, etc.), used in performance of this contract. Toner for all Government furnished equipment shall be provided by the Government.

2.2. GOVERNMENT PROVIDED SERVICES. The Government will provide the following services:

2.2.1. Utilities. The Government will furnish electricity, water, sewage, heating and air conditioning.

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

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

2.2.4. Refuse Collection. The Government will provide dumpsters for refuse. The Government will provide containers and collection of recycling materials.

2.2.5. Security Forces. The Government will provide general on-base security forces service.

The Security Forces extension 911 will be used for all emergency calls.

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

2.2.7. Emergency Medical Services. The Government will provide emergency medical transportation and treatment on a cost reimbursement basis.

2.2.8. Transportation. The contractor may use Government base transportation, i.e., taxis, buses, as available, to conduct business required by this contract.

2.2.9. Electronic Mail and Internet Access. The Government will provide electronic mail and Internet access to the contractor. The contractor shall use these Government furnished services only in matters related to the performance of this contract. The Government will provide all LAN remote access. The contractor shall not establish any external network connectivity. The Government may limit or restrict these services at any time.

Section 3

General Information

3. The contractor shall exercise management and operational control over, and retain full responsibility for, performance requirements set forth in this PWS.

3.1. Security Requirements for Unclassified Contracts:

3.1.1. Listing of Employees. The contractor shall maintain a current listing of employees. The list shall include the employee’s name, social security number, and investigation type/date. The list shall be provided to the Program Manager and sponsoring agencies’ Security Manager. An updated listing shall be provided when an employee’s status or information changes.

3.1.2. Clearance Requirements. This contract does not require a DD254. Contractor employees working at a minimum, must have or be able to obtain a Favorable National Agency Check with Written Inquiries (NACI) investigation (Tier 1). The NACI will be processed through each local installation MPF’s Security Manager.

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

3.1.4. Security Training. The contractor ensures all contractor employees receive initial and recurring security education training from the sponsoring agency security manager. Training must be conducted IAW DoDM5200.01V3_DAFMAN16-1404V3, Information Security Program:

protection of Classified Information.

3.1.5. Retrieving Identification Media. The contractor shall retrieve all identification media from employees who depart for any reason before the contract expires.

3.1.6. Traffic Laws. The contractor and its employees shall comply with base traffic regulations.

3.1.7. Weapons, Firearms, and Ammunition. Contractor employees are prohibited from possessing weapons, firearms, or ammunition, on themselves or within their contractor-owned vehicle or privately owned vehicle while on government installation.

3.1.8. For Official Use Only (FOUO). The contractor shall comply with DODM5400.07_AFMAN33-302, Freedom of Information Act (FOIA) Program, and requirements. This regulation sets policy and procedures for the disclosure of records to the public and for marking, handling, transmitting, and safeguarding FOUO material.

3.1.9. Reporting Requirements. Contractor personnel shall report to an appropriate authority any information or circumstances of which they are aware that may pose a threat to the security of DoD personnel, contractor personnel, resources, and classified or unclassified defense information. Contractor employees shall be briefed by their immediate supervisor upon initial, on-base assignment.

3.1.10. Physical Security. The contractor shall be responsible for safeguarding all Government property and controlled forms provided for contractor use. At the end of each work period, all Government facilities, equipment, and materials shall be secured.

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

3.1.11.1. The contractor shall immediately report to the Contracting Officer’s Technical Representative (COTR) or Program Manager any occurrences of lost or duplicated keys. In the event keys, other than master keys, are lost or duplicated, the contractor may be required, upon written direction of the contracting officer, to re-key or replace the affected lock or locks without cost to the Government.

3.1.11.2. The Government may, however, at its option, replace the affected lock or locks or perform re-keying and deduct the cost of such from the monthly payment due the contractor. In the event a master key is lost or duplicated, the Government shall replace all locks and keys for that system and the total cost deducted from the monthly payment due the contractor.

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

3.1.12. Lock Combinations. The contractor shall control access to all Government provided lock combinations to preclude unauthorized entry. The contractor is not authorized to record lock combinations without written approval by the Government Program Manager.

3.2. Computer Security. The contractor shall maintain computer systems security integrity IAW the Air Force Computer Security (COMPUSEC) program (AFSSI 7700 series).

3.3. Employee Training:

3.3.1 RAPIDS Training - All SSMs, SVOs and VOs - Upon appointment to the position and as directed thereafter (normally annual) - The Chief of the issuing activity closes the issuing office for 2 hours when the field representative visits for RAPIDS training.

3.3.2 Government provided training. The Government shall provide the following training.

This training is mandatory for employees identified in the ATTENDED BY column below.

Request for initial training shall be submitted to the COTR no later than 10 workdays after contract start date, unless mandatory completion dates dictate otherwise. The contractor may request additional Government training/certification (at Contractor’s expense) through COTR.

Table 3.1

TYPE OF

TRAINING

ATTENDED BY COURSE LENGTH

SATE and Information Assurance or Cyber Awareness Challenge

Employees requiring access to Government computers/systems

4 Hours Annually 2 Hours annually

Records management Personnel who manage official records

1 Day

Privacy Act PA System Managers and PA Monitors

Self-Study

Security POC for security matters ½ Day Human Relations Training

New Employees 4 hours

Initial DEERS/ RAPIDS training in support of any major software/hardware Upgrades

DEERS/RAPIDS

Annual Training

SSM,SVO,VO 1-3 days depending on number of people and workstations and complexity of the change

2-3 hours

CyberSecurity Liaison (CL) Training

All employees…