Attachment 1 - PWS RAFL MFRC Tech_Front Desk Admin.pdf

PERFORMANCE WORK STATEMENT

Military & Family Readiness Technician/Front Desk Administrator 15 December 2025

1. DESCRIPTION OF SERVICES

1.1. SCOPE

The Contractor shall provide non-personal services to manage front desk operations at the Military and Family Readiness Center (M&FRC), RAF Lakenheath, United Kingdom. Services shall include all personnel, equipment, tools, supervision, and other items and services necessary to ensure that customer intake operations, including incoming telephone call routing, customer appointment scheduling, workshop and class registration, classroom calendar management and utilization, and maintenance of the sign-in system, are performed in a professional and efficient manner that supports the M&FRC mission.

The Contractor shall perform services in adherence to the requirements of this Performance Work Statement (PWS). The Contracting Officer (CO) and Contracting Officer Representative (COR) will evaluate Contractor performance based on results required by the Services Summary (SS), and not on frequency or method of performance. The Contractor shall determine the appropriate frequencies necessary to meet the required performance levels unless otherwise stated in this PWS. The Contractor shall comply with all applicable federal, regional, and local laws and commercial standards. The period of performance includes a base year and four (4) option years.

1.1.1. Non-Personal Services.

This requirement is a non-personal services contract, defined by Federal Acquisition Regulation (FAR) as a “contract under which the personnel rendering the services are not subject, either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the Government and its employees.”

The Government will not supervise or otherwise direct Contractor employees. The Contractor shall not supervise or otherwise direct Government employees, nor shall the Contractor supervise employees of other Contractors outside the Contractors’ own subcontracting/teaming arrangements.

1.2. SPECIFIC SUPPORT SERVICES

1.2.1. Objective 1 – VIRTUAL CUSTOMER SUPPORT

1.2.1.1. The Contractor shall answer and route all incoming telephone calls during business hours;

take clear and complete messages and forward them to the appropriate M&FRC staff within three (3) business hours.

1.2.1.2. The Contractor shall respond to customer inquiries received by telephone, email, and online platforms within one (1) business day.

1.2.1.3. The Contractor shall provide accurate directory assistance and information and referral to relevant on-base and off-base agencies.

1.2.1.4. The Contractor shall maintain and update a resource list of current on- and off-base services weekly to support referral accuracy.

1.2.1.5. The Contractor shall monitor and manage organizational email account(s) and workflow inboxes; escalate complex issues to the appropriate Community Readiness Consultant (CRC) or Specialist (CRS) within one (1) business day.

1.2.1.6. The Contractor shall coordinate and send appointment and workshop reminders to customers no later than 24 hours prior to the scheduled time, including all required pre-event documentation.

1.2.1.7. The Contractor shall respond to online (web-based or social media) inquiries or route them to the appropriate staff within one (1) business day.

1.2.1.8. The Contractor accurately tracks and documents all services provided using the AFFIRST system, in accordance with (IAW) the AFFIRST Desk Guide, no later than one (1) business day after service is rendered.

1.2.2. Objective 2 – IN-PERSON SERVICES AND RECEPTION

1.2.2.1. The Contractor shall greet and assist walk-in customers within five (5) minutes of arrival, conduct initial assessments, and support completion of required documentation (e.g., SoUs, PRIs, AFAS vouchers).

1.2.2.2. The Contractor shall provide instruction on and access to M&FRC resources and refer customers to the appropriate internal programs or staff.

1.2.2.3. The Contractor shall maintain and monitor sign-in systems and accurately log customer visits.

1.2.2.4. The Contractor shall ensure the reception area and Resource Discovery Room are clean, organized, and fully stocked with current materials, with updates made at least weekly.

1.2.2.5. The Contractor shall track and document all services in the AFFIRST system within one (1) business day, IAW the AFFIRST Desk Guide.

1.2.3. Objective 3 – SCHEDULING

1.2.3.1. The Contractor shall schedule customer appointments and workshops using government-approved systems (e.g., AFFIRST, Time Tap), ensuring accuracy and confirmation of appointments within one (1) business day.

1.2.3.2. The Contractor shall manage appointment calendars for Community Readiness Consultants (CRCs), Community Readiness Specialists (CRSs), and classroom/event spaces.

1.2.3.3. The Contractor shall coordinate M&FRC participation in community outreach activities and events as directed by M&FRC leadership.

1.2.3.4. The Contractor shall create and maintain customer records in AFFIRST, ensuring all intake documents and current Statements of Understanding (SoUs) are uploaded and complete.

1.2.3.5. The Contractor shall document all scheduling activity and customer interactions in AFFIRST within one (1) business day, IAW the AFFIRST Desk Guide.

1.2.4. Objective 4 – ADMINISTRATIVE TASKS

1.2.4.1. The Contractor shall maintain and regularly update internal tracking documents (e.g., spreadsheets, logs) to ensure accurate reflection of front desk activity and customer engagement.

1.2.4.2. The Contractor shall conduct general administrative tasks including scanning/uploading documents, tracking loan locker checkouts and returns, and monitoring office supply needs.

1.2.4.3. The Contractor shall accurately document all customer services in the AFFIRST system within one (1) business day, following the AFFIRST Desk Guide.

1.3. DELIVERABLES

The Contractor shall provide the following deliverables to support the requirements of this Performance Work Statement. Deliverables shall be maintained IAW applicable guidance (e.g., AFFIRST Desk Guide) and submitted electronically unless otherwise directed by the Government.

Contract Data Requirements List (CDRL)

DATA

Item Number

PWS Paragraph Title Delivery Date/Description

A001 1.3.1.8, 1.3.2.5, 1.3.3.5, 1.3.4.3

AFFIRST Documentation Log Entered within 1 business day of service; ≥98% compliance per monthly COR review

A002 1.3.1.1 – 1.3.1.7 Virtual Customer Interaction Summary Maintained daily; reviewed monthly; available upon COR request

A003 1.3.2.1 – 1.3.2.3 Walk-in Sign-in and Support Log Updated daily; available upon request or during spot inspections

A004 1.3.2.4 Resource Area Maintenance Record Updated weekly; made available for government inspection

A005 1.3.3.1 – 1.3.3.2 Appointment and Calendar Schedule Report

Updated as changes occur;

reviewed monthly; available upon COR request

A006 1.3.3.3 Outreach Participation Summary Submitted monthly or as directed by M&FRC leadership

A007 1.3.4.1 – 1.3.4.2 Internal Admin & Resource Tracking Report

Maintained continuously;

submitted monthly or upon COR request

2. SERVICES SUMMARY

The Services Summary (SS) is a tool for identifying the major performance objectives of the contract, where they can be found in the PWS, and the performance threshold describing the minimally acceptable levels of service required for each performance objective. Government inspection is not limited to SS objectives.

Services Summary (SS) Performance Objective

PWS

Para

Performance Threshold Remedy CPARS Category and Ratings

Task 1 – Virtual Customer Support

1.3.1.1 – 1.3.1.8

≥90% of customer inquiries responded to within required timeframes based on monthly contractor logs. AFFIRST entries submitted within 1 business day.

Re-performance within 1 business day of notification. More than 2 valid customer complaints per month may trigger a Corrective Action Report (CAR) or 10% deduction.

Category: Quality, Management

Ratings:

Exceptional Very Good Satisfactory Marginal Unsatisfactory

Task 2 – In-Person Support & Reception

1.3.2.1 – 1.3.2.5

90% of walk-ins assisted within 5 minutes.

Resource areas orderly per weekly check. AFFIRST documentation timely.

Re-performance of workspace issues on the same day; all else within 1 business day.

Substantiated customer complaints may trigger a CAR or 10% payment deduction.

Category: Schedule

Ratings:

Exceptional Very Good Satisfactory Marginal Unsatisfactory

Task 3 – Scheduling and Calendar Management

1.3.3.1 – 1.3.3.5

95% of appointments/workshops scheduled correctly with no recurring conflicts.

AFFIRST records created/updated within 1 business day.

Re-performance within 1 business day.

Repeated issues may result in CAR or 10% payment deduction.

Category: Quality, Regulatory Compliance

Ratings:

Exceptional Very Good Satisfactory Marginal Unsatisfactory

Task 4 – Administrative & Operational Support

1.3.4.1 – 1.3.4.3

≥98% accuracy in trackers and AFFIRST entries per monthly COR review.

Re-performance within 1–2 business days.

Repeated errors may result in CAR or corrective retraining.

Category: Management

Ratings:

Exceptional Very Good Satisfactory Marginal Unsatisfactory

2.1. QUALITY ASSURANCE

2.1.1. Government Quality Assurance.

The Government may inspect and evaluate to ensure that the Contractor’s performance is IAW requirements set forth in this contract. When Contractor performance does not meet the performance threshold, the CO or COR may initiate a Performance Assessment Report (PAR) or Corrective Action Report (CAR) to the Contractor. The Contractor shall respond IAW the instructions provided and return it to the CO on or before the due date.

2.2. PERFORMANCE ASSESSMENT

2.2.1. Surveillance.

The COR may inspect by watching actual task performance, physically checking an attribute of the completed task, checking a management information report, investigating customer complaints, conferring with facility managers, or otherwise inspecting the task or its results to determine whether or not performance meets the standards contained in this PWS. Results of the surveillance inspection become the official Air Force record of the Contractor’s performance. shall be recorded, and the Contractor shall re-perform any unsatisfactory inspection result (defect) IAW the SS remedy timelines.

Failing to meet the performance threshold as outlined in the SS for any performance objectives in any 1-month period may result in a warning or letter of concern from the CO or a reduction in the applicable CLIN price. Failing to meet the performance threshold as outlined in the SS of these performance objectives, in any combination for any two or more consecutive or non-consecutive months during a contract period, may result in an immediate Progress Meeting with the Multi-functional Team.

2.2.2. Periodic Progress Meetings

The CO, COR, COR Supervisor, other Government personnel as appropriate, and the Contractor shall periodically meet to discuss the Contractor’s performance. Discussion may include the following issues:

opportunities to improve the contract, proposed contract modifications, unsatisfactory inspections, trends in relation to performance objectives, positive performance, and steps taken by the Contractor to prevent unsatisfactory occurrences in the future. The Contractor shall provide a summation of unsatisfactory inspections and customer complaints and provide insight into identified trends. The Contracting Office may draft the meeting minutes, acquire signatures as deemed appropriate, and distribute to the functional area and the Contractor. Should the Contractor not concur with the minutes, the Contractor shall provide a written notification to the Contracting Office identifying areas of non-concurrence for resolution.

3. GOVERNMENT FURNISHED PROPERTY AND SERVICES

3.1. GOVERNMENT PROVIDED SERVICES

3.1.1. Government Furnished Training

3.1.1.1. Level 1 Anti-terrorism Training: Contractor employees performing under this contract shall complete Level 1 Anti-terrorism training located at https://jkodirect.jten.mil/Atlas2/page/login/Login.jsf and present certificates upon request by the

COR.

3.1.1.2. Operational Security (OPSEC) Training: All on-site Contractor employees shall complete Center for the Development of Security Excellence OPSEC Awareness, Unauthorized Disclosure of Classified Information for DoD and Industry, Insider Threat Awareness, and Introduction to Information Security courses or authorized DoD Component equivalents. Training will be provided by the host unit and shall be completed by the Contractor within 15 days of contract award, and for each new Contractor employee thereafter.

3.1.2. Facilities.

The Government will provide the necessary workspace for Contractor staff to provide the support outlined in this PWS to include desk space, telephones, computers, and other items necessary to maintain an office environment. The Contractor shall comply with Government regulations for use of Government https://jkodirect.jten.mil/Atlas2/page/login/Login.jsf telephones and computers. All Contractor personnel with computer access at Government facilities shall complete annual Information Assurance Awareness training via the Network User’s Licensing CBT, and observe local computer security policies and procedures.

3.1.3. Utilities.

The Government will make all utilities in the facility (heat, water, electricity, WiFi, lights, etc.) available for the Contractor’s use in performance of tasks outlined in this PWS. The Contractor shall instruct employees in utilities conservation practices. The Contractor shall operate under conditions that preclude the waste of utilities, which includes turning off water faucets or valves after using the required amount.

3.1.4. Materials.

The Government will provide Standard Operating Procedures and Policies.

3.1.5. Equipment.

The Government will provide the Contractor access to all equipment needed in performance of tasks outlined in this PWS, i.e., computer, phone, scanners, fax machines, printers, lighting, etc.

4. GENERAL INFORMATION

4.1. CONTRACTOR KNOWLEDGE, SKILLS, AND ABILITIES (KSA)/CERTIFICATIONS

4.1.1. Contract Manager.

The Contractor shall provide a contract manager who shall direct contract performance and an alternate who shall act for the Contractor when the manager is absent. The contractor shall designate these individuals in writing to the CO. The contract manager and alternate shall have full authority to act for the Contractor on all matters relating to daily operation of this contract. The contract manager and alternate shall be available during business hours, Monday thru Friday except Federal holidays or when the Government facility is closed for administrative reasons.

4.2. PERIOD OF PERFORMANCE

The period of performance for this contract shall consist of a Base Year and four (4) Option Years. The contract is anticipated to begin on 30 September 2025. If all option periods are exercised, the ultimate completion date shall be 29 September 2030.

4.3. PLACE OF PERFORMANCE

RAF Lakenheath, United Kingdom.

4.4. HOURS OF OPERATION

4.4.1. Continuity of Operations.

The Contractor shall ensure continuity of operations during periods of personnel turnover and long-term absences. Long-term absences are considered those longer than two weeks duration.

4.4.2. Normal Base Hours.

Base hours of operation are 07:30 – 16:30. The Contractor may find it necessary to deviate from the normal base hours of operation, to ensure timely completion of work under this PWS at no additional cost to the Government.

4.4.3. Holidays.

4.4.3.1. U.S. Federal Holidays. The Contractor is not required to work the following United States federal holidays: New Years’ Day, Martin Luther King Jr Day, President’s Day, Memorial Day, Juneteenth National Independence Day, Independence Day, Labor Day, Columbus Day, Veteran’s Day, Thanksgiving Day and Christmas Day.

4.4.3.2. U.K. Bank Holidays. The Contractor is not required to work the following U.K. bank holidays: New Year’s Day, Good Friday, Easter Monday, Early May Bank Holiday, Spring Bank Holiday, Summer Bank Holiday, Christmas Day, Boxing Day. If a bank holiday is on a weekend, a ‘substitute’ weekday becomes a bank holiday, normally the following Monday.

4.4.4. Mission Essential. No elements of this PWS are Mission Essential.

4.5. SECURITY REQUIREMENTS

The content and details of security documentation developed and maintained under this contract is and shall remain the property of the U.S. Government.

4.6. BASE ACCESS

4.6.1. Base Pass Requirements

The Contractor shall submit a roster of all employees requiring access to the installation within 5 days of issuance of an agreement/award. The roster shall include the full name, current address, and date of birth of all contract personnel that will require access. Additionally, Contractor employees shall submit their United States Social Security Number (SSN) and 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 calendar days to process (see para 3.3.3.).

4.6.2. Host Agency Check (HAC) Vetting

All local national Contractor employees shall undergo Host Agency Check (HAC) vetting prior to accessing RAF installations. The Contractor shall relay all employee information to the requiring activity’s HAC manager for processing. The Contractor shall complete the required documents and return them to the HAC Manager/COR within five (5) days. Documents include but are not limited to the following: 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 shall receive an online application link via the personal email address provided. Contractor employees shall complete the 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.

This process may take up to eight (8) weeks. During processing of the background check, the Defense Vetting Agency (DVA) may contact the employee via email, phone or post to request further information.

Contractor employees are responsible to stay abreast of DVA email communications, (to include monitoring of personal inboxes and junk mail folders) in order to respond to the DVA in a timely manner.

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 who are U.S. citizens shall complete all required documents except MODLO Proforma Packet. Security clearance will be processed with requiring activity’s Security Manager.

4.6.3. Processing.

The HAC manager is the initial approval authority who forwards the paperwork 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. At that time, the employee may receive a “Red Top” escorted temporary installation pass. Upon completion of MODLO checks, the employee may receive a “Green Top” unescorted installation pass.

4.6.4. Base Pass Return.

The Contractor shall return all employee base passes to the CO, COR, or HAC manager if employees are terminated or no longer employed for this contract. If the Contractor cannot return the base pass, the Contractor shall report the First and Last Name, Date of Birth, and the reason they are no longer employed to the CO, COR, and HAC manager within three (3) calendar days of termination or leave of absence.

4.7. OPERATIONAL SECURITY (OPSEC)

4.7.1. The Contractor shall adhere to the following minimum requirements in support of this requirement:

4.7.2. Contractor personnel shall not discuss Government operations in public or over unprotected or unencrypted communications. The Contractor shall only transmit Controlled Unclassified Information (CUI) as directed in this PWS.

4.7.3. The Contractor shall not post to company websites, publications, newsletters, or other media any images, data or information that reveal sensitive Government operations, personnel, equipment, CUI or classified information. When in doubt, the Contractor shall coordinate company press releases related to this contract through the COR and CO.

4.7.4. Because observation of events, operations, physical changes, etc. may reveal National Security Information, specific restrictions are needed to preclude unintentional release of this information to unauthorized parties. Unauthorized disclosure and transfer of National Security Information is punishable under 18 USC § 793. Therefore, Contractor personnel shall not disclose to unauthorized third parties, post to unofficial sites (including social networking sites) any images, data/information, or observed events that reveal sensitive Government operations, personnel, and/or equipment, including, but not limited to:

4.7.4.1. Tactics, techniques, and procedures; production or work schedules; any visible or concealed modifications, upgrades, additions to vessels, aircraft, weapons or equipment; increases, changes, or decreases in work/deployment frequency or government personnel, vehicle, vessel, or aircraft movements; specialized equipment orders, deliveries, shipments, etc.

4.7.4.2. The Contractor shall report unauthorized disclosures and attempts to solicit this type of information by unauthorized third parties or others not affiliated with this contract to the COR and

CO.

4.7.5. The Contractor shall remove Government-issued badges, and identification and/or conceal from plain sight when off base. The Contractor shall not leave Government-issued identification in vehicles or unprotected areas. The Contractor shall not duplicate, copy, or loan badges and passes to others. The Contractor shall immediately report lost or stolen identification badges, vehicle passes etc. to the COR, CO, and Installation Security Office.

4.7.6. The Contractor shall practice OPSEC and implement countermeasures to protect critical information (CI) and other sensitive unclassified information, if applicable. Protection of CI shall include the adherence to and execution of countermeasures which the Contractor initiates or as provided by the COR and/or CO, for CI on or related to this PWS. The Contractor shall utilize the Wing OPSEC Policy and Critical Information and Indicators List (CIIL) per 48 FW, 100ARW and 352 SOW directive(s) as applicable, to protect critical but unclassified information.

4.7.7. If Contractor will have access to on-base facilities or other government facilities for 30 days or longer, such as embedded contractors or participates in operations, the Contractor shall complete applicable training and awareness familiarization.

4.7.7.1. Initial training may be provided by computer-based training, live training, or a combination of both. Live training may be accomplished by an OPSEC coordinator, Wing OPSEC Signature Manager, or POC from the unit requesting the contract. Online training may be accomplished at https://www.cdse.edu/Training/eLearning/GS130/.

4.7.7.2. The Contractor shall ensure all employees with 30 days or longer access to on-base facilities complete OPSEC training before starting performance on this contract.

4.7.7.3. The Contractor shall maintain individual training records for compliance purposes and provide training records to the COR and/or CO when requested.

4.7.8. Subcontractor Credentials.

Contractor employees and subcontractor employees shall possess the proper credentials to work in the United Kingdom. Persons later found to be undocumented, or illegal aliens will be remanded to the proper authorities. The Contractor shall not receive compensation for delays or expenses incurred in order to comply with the provisions of this clause. Furthermore, nothing in this clause shall excuse the Contractor from proceeding with the contract as required.

4.7.9. Badges.

The Contractor shall provide identification badges for their employees. All Contractor personnel shall wear these badges while on duty on the Government site. Badges shall identify the individual’s name, company name, and the clear, distinct marking “Contractor.” Size, color, style, etc. are to be mutually agreed to by Contractor and Government. The Contractor’s identification badge shall not be used as a requirement for installation entry, or for entry into Government-designated controlled or restricted areas.

4.7.10. Property Protection.

Property protection for the Government-owned facility where the Contractor’s primary work center is located is the responsibility of the local facility manager and local Government Security Manager, or their duly authorized representative IAW AFI 31-101, The Air Force Installation Security Program and command/local directives. The Contractor shall safeguard all Government-owned equipment and materials in his/her possession or use.

4.7.11. Safeguarding Classified or Unclassified Information.

The Contractor shall meet Air Force standards for storing, processing, and handling classified information and systems. Additionally, the Contractor shall surrender all resources (e.g. maps, publications, instructions, photos) provided by the Government to assist the Contractor in the performance of this contract upon termination of employment, termination of the contract, or the end of the contract performance period.

4.7.12. Non-Disclosure Agreements.

To safeguard information, non-disclosure agreements may be required for all Contractor personnel performing on this contract.

http://www.cdse.edu/Training/eLearning/GS130/

4.7.13. Privacy Act.

Performance on this contract may require access to Privacy Information. Contractor personnel shall adhere to the Privacy Act, Title 5 of the U.S. Code, Section 552a and applicable agency rules and regulations.

4.8. PHYSICAL SECURITY

The Contractor shall safeguard all Government-owned facilities, equipment, and materials in the Contractor’s possession or used in the day-to-day performance of the contract.

4.9. ENVIRONMENTAL, HEALTH, AND SAFETY

The Contractor shall provide their employees with the necessary environmental, health, and safety training to ensure compliance with all Occupational Safety and Health Acts (OSHA), and local UK laws.

The Contractor shall protect the health and safety of employees and the community, minimizing the risk of environmental pollution.

4.10. ENERGY CONSERVATION

The Contractor shall comply with energy saving conservation practices as deemed necessary by the facility manager.

4.11. TRANSFER OF UNDERTAKINGS (PROTECTION OF EMPLOYMENT) REGULATIONS 2006 (TUPE).

4.11.1 Definition. The United Kingdom’s Transfer of Undertakings (Protection of Employment)

Regulations 2006 (TUPE) is the main piece of legislation governing the transfer of an undertaking, or part of one, to another. The regulations are designed to protect the rights of employees in a transfer situation.

4.11.2 TUPE Information. The Government does not have access to specific TUPE information nor becomes involved with related TUPE processes and associated liabilities (to include indemnification) that may transpire during pre-award or post-award phases between transferor and transferee. The responsibility to provide TUPE-information rests solely with the transferor; governed by Regulation 11 of the Transfer of Undertakings (Protection of Employees) Regulations 2006 (TUPE). As the transferor need only provide TUPE information to the transferee prior to the transfer, the Government will provide the name of the current incumbent contractor(s) with associated points of contact upon request. The Government is not responsible for determination of TUPE applicability; the responsibility lies solely with the transferor.