Attachment 1 PWS.pdf

Performance Work Statement (PWS)

Maintenance & Repairs

1 SCOPE.

1.1 The Defense Commissary Agency (DeCA), a United States (U.S.) Federal Government agency within the Department of Defense, provides mission-critical grocery resale services to support the military and their families. To effectively deliver uninterrupted availability of grocery resale services, DeCA relies on commercial contracted maintenance and repair service providers to ensure the continuous and safe operations of DeCA owned miscellaneous food processing (MFP) equipment.

1.2 The Contractor shall provide Preventive Maintenance, and Unscheduled Maintenance & Repair services on-site at DeCA’s contiguous United States (CONUS), Alaska, Hawaii, and Puerto Rico commissary locations enabling DeCA to effectively deliver uninterrupted availability of grocery resale services. Equipment shall be maintained and repaired in accordance with commercial standards and applicable guidance stated herein. Commercial standards shall include service bulletins and manufacturer guidance to ensure equipment operates as intended, leading to a longer lifespan and reliable performance. Hereinafter, these shall be collectively referred to as guidance.

1.3 It is the Government’s desire to reduce the environmental impacts caused as a result of work performed under this contract by using, to the maximum extent possible, contracted service providers who utilize environmentally sound practices, processes, and products. The Contractor shall be responsible for the cleanup, removal and safe disposal of hazardous materials or substances generated during contract performance.

1.4 This contract is a non-personal services contract. The government shall neither supervise contractor employees, nor control the method by which the contractor performs the required tasks. Under no circumstances shall the government assign tasks to, or prepare work schedules for individual contractor employees. It shall be the responsibility of the contractor to manage its employees and to guard against any actions that are of the nature of personal services, or give the perception of personal services. If the contractor believes that any actions constitute, or are perceived to constitute personal services, it shall be the contractor's responsibility to notify the KO immediately.

2 KEY GOVERNMENT PERSONNEL, APPLICABLE GUIDANCE, AND SOFTWARE.

2.1 Key Government Personnel.

2.1.1 The Contracting Officer (KO) is responsible for entering into, administering, and terminating contracts within the authority of their written warrant.

2.1.2 The Contracting Officer’s Representative (COR) is responsible for performing specific technical or administrative functions within their COR designation letter.

2.1.3 The Commissary Officer (CO) is responsible for overall commissary operations. When the term CO is used elsewhere in this contract, it means the CO personally or their designee.

2.1.4 The Equipment Maintenance Team (EMT) is a group of individuals responsible for administrative work primarily concerned with analyzing, developing, evaluating, or promoting improvements in the policies, plans, methods, procedures, systems, or techniques of an equipment or maintenance program.

2.2 Applicable Guidance. The contractor shall comply with applicable OSHA, DOD, DeCA and Installation safety regulations along with manufactures maintenance and safety guidelines.

The Contractor shall incorporate changes to laws, regulations, and policies into its operations and is responsible for complying with such updated requirements. Application for copies not publicly available on the internet should be addressed to the name and address of the source.

2.3 Software. This requirement is not for the procurement of software. The Contractor shall use software that is compatible with the Government’s software. The Government uses Microsoft Office Suite applications.

2.3.1 The Contractor shall be able to open, view, edit, and save documents received from the Government without data loss, system crashes, or decreased performance. The Contractor’s software shall be capable of working with older versions enabling upgrades without losing access to existing data and applications.

2.3.2 The Contractor’s documents shall be able to be opened, edited, and saved by the Government without data loss, system crashes, or decreased performance.

2.3.3 Data corruption, system crashes, decreased performance or other issues resulting from the Contractor’s software being incompatible with the Government’s software shall be considered non-performance.

3 GENERAL REQUIREMENTS.

The Contractor shall furnish all labor, supervision, equipment, tools, materials, parts, transportation, permits, and any other items necessary to perform Preventive Maintenance and Unscheduled Maintenance services for equipment at commissary locations stated in Attachment: Equipment and Commissary Listing, hereinafter referred to as covered equipment. Preventive Maintenance and Unscheduled Maintenance services may result in repair, replacement or maintenance of equipment customarily used in the course of providing grocery resale products and services, unless otherwise specified herein.

3.1 Preventive Maintenance (PM). This service is defined as the act of performing regularly scheduled maintenance activities to help prevent unexpected failures in the future. PM encompasses services, inspections, and adjustments necessary to keep the maintained piece of equipment in proper working order.

3.1.1 The Contractor shall establish a PM program that identifies an inspection schedule with checklists for covered equipment that meets guidance stated herein.

3.1.1.1 The Contractor shall provide a copy of the schedule and checklists to the COR within 15 days of contract award.

3.1.1.2 The schedule shall include the completion of an initial PM within 30 calendar days of contract award.

3.1.1.3 The PM schedule and checklists shall be updated to reflect changes in guidance as they occur.

Updated schedules and checklists shall be provided to the COR no later than five business days after the update.

3.1.2 The PM program shall include a plan for the Contractor to communicate a list of repairs discovered during the performance of PM services to the COR by email within five business days of completion of any PM assessment requiring corrective action.

3.2 Unscheduled Maintenance (UM). This service is defined as adjustment, repair, removal, disassembly, cleaning or replacement of materials needed to fix or correct equipment to safely operate as designed. Unscheduled maintenance, repair or service is performed on an as-needed basis, as a result of unexpected problem(s).

3.2.1 The Contractor’s UM service personnel shall respond to a UM service call within one business day after receipt of call. The Contractor UM service personnel shall assess the needed repair.

3.2.2 If UM services can fix or correct equipment to safely operate as designed without incurring additional costs (e.g., purchasing or ordering replacement parts or materials), the Contractor UM service personnel shall perform services on-the-spot.

3.2.3 If UM services cannot fix or correct equipment to safely operate as designed without incurring additional costs, the Contractor UM service personnel shall:

3.2.3.1 Mitigate the unsafe operations until the repair can be completed;

3.2.3.2 Present a UM service plan to the COR within one business day; and

3.2.3.3 Complete UM services within seven days of receipt of COR acceptance of UM service plan; or

3.2.3.4 Complete UM services within seven days of receipt of replacement parts and materials, if parts are not available timely to allow completion in accordance with 3.2.3.3

3.3 Service Times. The hours of performance will be Monday through Friday, 8:00 a.m. to 5:00 p.m.

local commissary time, excluding federal holidays. Refer to the Office of Personnel Management (OPM) website (www.opm.gov) for a listing of federal holidays.

3.4 Service Locations. On-site work is required; however, in the event that it is not feasible, the Contractor shall obtain authorization from the COR in writing via a completed DeCA Form 40-108 Equipment Request for Issue/Turn-in/Transfer prior to removing equipment from the facility and installation.

3.4.1 The Contractor shall be responsible for safeguarding property while in the Contractor’s possession.

The Contractor’s signature on the form will serve to hold the Contractor liable for any and all loss or damage to such equipment while in the Contractor’s possession.

3.4.2 The Contractor shall notify the COR when equipment will be off-site for a duration exceeding seven calendar days.

3.5 Recommendations. The Contractor shall promptly recommend any additional facility or equipment maintenance or repairs identified during the performance of PM or UM, with the goal of minimizing emergency maintenance, preventing recurring issues, and operating in an energy efficient and cost-effective manner.

3.6 Replacement. The Government reserves the right to require replacement in lieu of repairs via issuance of a separate contract action.

3.7 Service Disruption. The Government reserves the right to halt some or all services as a result of other contractual requirements for services in or around the area maintenance services are provided.

The Government will inform the Contractor when services may resume.

4 SPECIFIC REQUIREMENTS.

4.1 Personnel. The Contractor shall provide labor, supervisory, and management personnel for PM, and UM services.

4.1.1 The Contractor shall provide qualified labor, supervisory, and management personnel. Qualified personnel are personnel having relevant experience and appropriate qualifications (i.e., combination of education, training, and experience) to perform PM, and UM services and speak, read and write English sufficient to effectively communicate with Government personnel on-site, by phone, or by electronic mail (e-mail). Failure to provide qualified personnel will constitute non-performance.

4.1.2 The Contractor shall establish processes and assign appropriate personnel resources to effectively administer the requirements of this contract.

4.1.2.1 The Contractor shall provide in writing a primary and alternate point of contact responsible for overall contract administration and management that has authority to obligate the contractor. The name, title and contact information shall be provided no later than three business days after contract award to the Contracting Officer and updated information within five business days when a change occurs.

4.1.2.2 The Contractor shall provide in writing a call center phone number and email address or a primary and alternate point of contact’s name, title, phone number and email address responsible for receiving requests during service hours and after duty hours. The contact information shall be provided no later than five business days prior to the contract performance start date to the CO and updated information within five business days when a change occurs.

4.1.2.3 The Contractor shall establish clear organizational lines of authority and responsibility to ensure effective management of the resources assigned to the requirement. The Contractor must maintain continuity between the support operations at corresponding DeCA locations, the headquarter level and the contractor's corporate offices.

4.1.2.4 The Contractor shall establish a process for unplanned service disruptions (e.g., inclement weather, installation closure, delayed reporting, store closure, personnel delays or early departures).

4.1.2.4.1 The Contractor shall provide to each CO and COR a phone number and email address for receipt of notice from the Government of unplanned service disruptions. The phone number and email address shall be monitored, at a minimum, from 24 hours prior to the start of service hours through the start time, to ensure the Government can promptly notify the Contractor of any unplanned service disruptions.

4.1.2.4.2 The Contractor shall be responsible for dissemination of unplanned service disruptions to Contractor personnel.

4.1.2.4.3 The Contractor not the Government shall be responsible for costs incurred as a result of failure of the Contractor to monitor or disseminate notifications.

4.1.2.4.4 The Contractor shall notify the CO and COR in the event of an unplanned service disruption preventing or delaying the Contractor’s personnel arrival for on-site performance, and premature departures. Premature departures are departures prior to completion of service.

4.1.2.4.5 The Contractor shall coordinate with the CO for PM services and COR for UM services a satisfactory corrective action plan to restore services.

4.1.2.4.6 If a satisfactory corrective action plan cannot be agreed upon, then the CO or COR will elevate the unresolved corrective action plan to the Contracting Officer for resolution.

4.1.3 The Contractor shall ensure on-site personnel adhere to the following on-site requirements.

4.1.3.1 The Contractor shall ensure compliance with installation access procedures in a timely manner to support contractor performance. Failure to obtain installation access resulting in service disruptions will be considered unsatisfactory performance.

4.1.3.1.1 Contractor personnel may be subject to background security checks and clearances in order to obtain necessary credentials for installation access.

4..1.3.1.2 Vehicles are subject to inspection prior to installation access. Random checks are performed at installation access points. Force Protection Conditions may warrant increased vehicle inspections.

Denying vehicle inspection will result in denied installation access.

4.1.3.2 The Contractor personnel shall follow procedures for commissary access to include signing in upon arrival and signing out upon departure.

4.1.3.3 Contractor personnel shall identify themselves by introducing themselves and displaying distinguishing badges or other visible identification when meeting with Government personnel.

Contractor personnel must be recognizable as such while on the installation. Identifying nametags, badges, or uniform name patches with company name shall be worn by all employees in a conspicuous place on exterior clothing.

4.1.3.4 Contractor personnel shall not consume or use government-owned resale items or any government-owned equipment or supplies that are not specifically provided for contractor use under this contract.

4.1.3.5 Contractor personnel who are authorized to make purchases in commissaries shall show appropriate identification before purchasing commissary items and shall immediately remove the item(s) purchased from the commissary through the main exit door. Contractor employees with commissary privileges shall shop in the commissary only when they are off-duty. Contractor personnel with commissary privileges shall not purchase merchandise for consumption by other personnel or organizations not authorized to shop in the commissary.

4.1.3.6 Contractor personnel shall not work under the influence of alcoholic beverages, cannabis, illegal drugs, or controlled substances. Contractor personnel are prohibited from using alcoholic beverages, cannabis, illegal drugs or controlled substances while on-duty.

4.1.3.7 Contractor personnel shall limit use tobacco products to designated smoking areas.

4.1.3.8 Contractor personnel shall park only in areas designated by the CO or COR.

4.1.3.9 Contractor personnel shall use Personal Protective Equipment (PPE) as required by OSHA.

4.1.3.10 Contractor personnel shall use the entrances and exits designated for Contractor personnel.

4.1.3.11 Contractor personnel shall maintain cleanliness of area to include: disposal of hazardous materials IAW applicable local, state and federal regulations. Nonhazardous materials shall be disposed of only in designated on-site area(s).

4.1.4 The government will request the Contractor immediately remove contractor personnel from performing further work under this contract for the following reasons: deliberate destruction or mishandling of government, patron or vendor property; theft; use of alcoholic beverages, cannabis, illegal drugs or controlled substances; performance of work in other than a skillful manner; displaying disruptive unacceptable behavior (e.g., abusive, demeaning, foul or threatening language, fighting, etc.)

and willful violations of safety standards by contractor personnel. This list is not exhaustive, and the KO may require that the Contractor immediately remove a contractor employee from performing further work under the contract in other significant and appropriate circumstances. Removal of any employees for such cause shall not constitute a valid basis for non-performance of contract services or a claim for additional compensation. The KO shall provide written notification to the contractor regarding this action.

4.1.5 Contractor personnel shall notify the CO immediately if a personal emergency or injury occurs on the commissary premises.

4.1.6 If an emergency occurs that impacts safety of the commissary facility or its occupants, store management will immediately notify the Contractor’s personnel and take appropriate action.

4.2 Tools and Equipment. The Contractor shall provide general and specialized tools and equipment for PM, and UM services. The Contractor shall bear the costs for wear and tear on tools.

4.2.1 The Contractor’s personnel shall be trained and certified, as required, to operate specialized tools and equipment used while performing PM, and UM.

4.2.2 The Contractor shall supply and ensure correct use of personal protective equipment (e.g., safety goggles, gloves, ear protection, respirators, steel-toed boots).

4.2.3 The Contractor shall ensure all tools and equipment meet relevant safety standards and are in good working order.

4.3 Parts and Material. The Contractor shall provide parts and materials for PM, and UM services.

4.3.1 Parts and materials shall be in accordance with manufacturer’s recommendations or best practice to ensure proper function, maintain warranty coverage, and ensure safety and reliability.

4.3.2 Parts and materials shall be Original Equipment Manufacturer (OEM) or if aftermarket, the quality shall be greater than or equivalent to the OEM. Parts used shall not void any manufacture warranty and must perform to manufactures specifications. The contractor shall be responsible for any damages caused to government equipment by unauthorized parts.

4.3.3 Parts and materials shall be new out of the box.

4.3.4 Cannibalizing equipment is not authorized.

4.3.5 Receipts or other purchase records documenting purchase date, price, ad where the item was purchased shall be retained by the contractor for the purposes of warranty claims, future maintenance, and refund or replacement for a defective part.

4.4 Documenting Services. The Contractor shall ensure an accurate and complete service ticket packet for each PM and UM service is provided to the COR at time services are rendered. A complete service ticket packet includes an original signed service ticket, an original signed PM checklist, and manufacturer’s warranty documentation for parts and materials, as applicable.

4.4.1 A completed service ticket shall, at a minimum, include:

4.4.1.1 Commissary location;

4.4.1.2 Unique service ticket or job order number;

4.4.1.3 Equipment bar code assigned by DeCA;

4.4.1.4 Equipment manufacturer name, model and serial number;

4.4.1.5 Equipment description;

4.4.1.6 Detailed diagnosis and list of services performed;

4.4.1.7 List of material and parts used;

4.4.1.8 Date of service;

4.4.1.9 Start and end time of service; and

4.4.1.10 Signatures of COR and Contractor PM or UM service personnel.

4.4.3 The invoice submitted via the Procurement Integrated Enterprise Environment (PIEE) shall include copies of the signed service ticket and signed PM checklist.

4.5 Permits, Licenses, and Other Miscellaneous Items. The Contractor shall obtain and maintain required permits, licenses, badges, fees, signs and barriers in performance of the work under this contract at no additional cost to the Government.

4.6 Safety Plan. The Contractor shall develop a safety plan that delineates the processes and procedures the Contractor uses to prevent accidents and preserve the life and health of Contractor and Government personnel and the public and protect work and property. The Contractor’s safety plan shall be submitted within 30 calendar days after contract start date.

4.6.1 The Contractor’s safety plan shall fully comply the guidance stated herein.

4.6.2 The Contractor shall update the plan as changes occur and shall submit a copy of the updated plan to the Contracting Officer not later than five business days after the proposed effective date of the updated plan.

4.6.3 The Contractor is responsible for completing and providing any safety, accident, or incident notifications required by federal, state, or local laws with proof of compliance of this requirement via a communication to the Contracting Officer.

4.7 Contract Closeout Support.

4.7.1 The Contractor shall, after deliverables have been received and accepted, provide necessary closeout support to the Government. The closeout support shall include but not be limited to, the development and delivery of a closeout package to be provided at the end of contract performance.

4.7.2 The Closeout Package shall include but is not limited to the following:

Statement of outstanding Contractor issues, including knowledge of potential future claims List of unresolved contract actions List of Contractor representatives, with contact information, that will support the closeout process Inventory list of equipment serviced and repaired Plan for submitting final invoices Summary narrative of unresolved service requests All applicable warranty documents Badges and installation access passes issued by the Government for Contractor employees and sub-contractors Electronic copies (exact media to be mutually determined) of latest downloads

5 QUALITY CONTROL PROGRAM.

The Contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the contract. The Contractor’s Quality Control Program shall ensure only services that meet the terms of the contract are tendered for acceptance.

5.1 The Contractor shall provide to the KO a Quality Control Plan (QCP) for services provided herein within 30 calendar days of the Notice to Proceed and at the beginning of each subsequent performance period, as applicable. If the QCP is updated more frequently, then the updated QCP shall be provided within seven calendar days.

5.2 The Contractor shall ensure the QCP is compliant with guidance.

5.3 The Contractor shall ensure a copy of the QCP inspections conducted including the recommended corrective actions taken or to be taken is provided to the CO and COR for retention at the commissary.

5.4 The Contractor shall submit copies of quality control inspections on a quarterly basis demonstrating compliance with this requirement.

5.5 The Contractor shall make available to the Government QCP and related documentation upon request during the term of the contract.

5.6 The QCP shall, at a minimum, include: a system of checklists; an inspection methodology to include sampling methodology; a corrective action program; and inspection schedules.