Attachment 1 PWS_Welcome Center.pdf

PERFORMANCE WORK STATEMENT

FOR

WELCOME CENTER SERVICE

AT

HURLBURT FIELD

FLORIDA

Date: 18 December 2024

TABLE OF CONTENTS

1.0 DESCRIPTION OF SERVICES 3

2.0 SERVICE SUMMARY (SS) 5

3.0 GOVERNMENT PROVIDED PROPERTY AND SERVICES 6

4.0 GENERAL INFORMATION 8

1.0 DESCRIPTION OF SERVICES

1.1 GENERAL TASK DESCRIPTION: The 1st Special Operations Wing requires non-personal services for the administration of human resources support programs located at the Welcome Center on Hurlburt Field, FL.

1.2 The HWC provide members with the following services; scheduled for installation in-processing appointments, file Permanent Change of Station (PCS travel vouchers, correct military pay entitlements such as Basic Allowance for Housing (BAH, and ensures mandatory installation enrollment of member in the payroll system.

1.3 DUTIES: The contractor shall perform the duties listed below:

1.3.1. The contractor shall schedule all inbound appointments in SharePoint according to the information provided by squadron sponsors within 2 duty days of date arrive station. 1st Special Operations Force Support Squadron (1 SOFSS) will provide the base gains roster.

The contractor shall ensure names and contact information of all inbounds and sponsors are included in the tracking database.

1.3.2. The contractor shall give sponsors a finance questionnaire packet when appointments are scheduled. The contractor shall insure vouchers are filed with finance within 5 duty days of date of arrival on station.

1.3.3. The contractor shall give the member a base in processing checklist and schedule all base appointments around their house hunting dates, upon arrival. The contractor shall ensure the member fill out a base locator card as required. The contractor shall reschedule appointments if the member misses an appointment or cannot attend a scheduled appointment.

The contractor shall provide continuous information and assistance to relocating personnel and their family. The contractor shall track members to ensure all installation in-processing appointment are completed within 45 days of Date Arrive on Station.

1.4.4 The contractor shall assist with reissuing the documents if the member attends their HWC appointment and do not have the finance questionnaire packet on hand.

1.4.5 The contractor shall reach out to squadron sponsors and first sergeants to request an MFR stating why the member cannot make the 45 day appointment per wing policy.

1.4.6 The contractor shall input all base in processing dates into SharePoint after the last appointment of the day. The contractor shall scan the base locator card and a copy of the orders to the share drive WELCOME CENTER (INTRO) folder.

1.4.6. The contractor shall collect copies of feedback forms from Resilience Center representative for input in monthly reports.

1.4 DELIVERABLES. All deliverables must meet professional standards and the requirements set forth in contractual documentation. The contractor shall be responsible for delivering all end items specified. The following items are outputs, which fall within the scope of this effort and which are illustrative of the type of work the Government expects to require.

Deliverable

PWS

Paragraph DATE of 1st Submission

Date of Subsequent Submission

Delivered To

Monthly Status Report

1.5.1 45 days after award

15th of Each Month

COR

Employee List

4.6.1 Within fifteen

(15) business days of contract award

When any staffing change occurs. *

Contracting Officer&

COR

Full-Time Equivalent

Reports

4.7.5 Annually - No

Later Than (NLT)

31 October annually

Feedback forms 1.4.6 45 days after award

15th of Each Month

COR

Quality Control Plan

Submitted at time of proposal.*

When any changes occur.

Contracting Officer

*Report to be updated on an as needed basis or upon written request of the Contracting Officer

(CO).

1.5.1 Monthly Status Report – will be on contractor letterhead, and will list previous month’s accomplishments, identified problems/solutions, planned vacation, vacancies, etc. Reports must be submitted via the COR no later than the 15th workday of every month. The Monthly Progress Report will be approved by the COR prior to submittal to the CO. Failure to provide reports correctly shall require the contractor to resubmit.

The Monthly Progress Report shall include, all of the following.

- Contract number, Order number and Project number.

- Brief task description.

- A narrative review of work accomplished during the reporting period and/or significant events.

- Deliverable progress.

- Problems areas anticipated activity for the next reporting period.

- Customer Feedback Forms

- Description of any, other direct costs, training or unique services provided or planned. What kind of unique services could the Contractor provide? Everything to be provided should be mentioned in the PWS or at least closely related to the PWS. Any innovative processes worked/developed, which are encouraged to alleviate workload, yet still, meet the objectives. required.

2.0 SERVICE DELIVERY SUMMARY (SDS)

2.1 Service Summary (SS). The contractor service requirements are summarized into performance objective which relate directly to mission essential items. The performance thresholds describe the minimum acceptable levels of service required for each performance objective. These thresholds are critical to mission success and constitute acceptable (satisfactory) performance.

2.0 Service Summary Tables.

SS # Performance Objective PWS Para #

Performance Threshold (to receive Satisfactory Rating)

SS 1

The contractor shall schedule all inbound welcome center appointments in SharePoint according to the information provided by squadron sponsors within 2 duty days of date arrive station.

1.3.1

95% of monthly inbounds are schedule with 2 duty days of arrival

SS 2

Contractor personnel will have a minimum of a secret clearance at the start of performance and maintain current secret clearance during the contract period without a break in clearance.

4.4 100% of employee clearances are submitted to COR and CO prior to performance start date. All security requirements must be met and maintained 100% of the time. Zero security violations identified during contract performance.

SS 3

The contractor shall insure vouchers are filed with finance within 5 duty days of date of arrival on station. 1.3.2

97% of Permanent change of station vouchers are filed within 5 duty days of date arrive station.

SS 4 The contractor shall ensure names and contact information of all inbounds and sponsors are included in the tracking database.

1.3.1 100% compliance

SS 5

The contractor shall track inprocessed members to ensure all installation in-processing appointment are completed

1.3.3 95% of monthly inbounds complete base inprocessing within

45 days of Date Arrive station.

SS 6

The contractor shall input all base in processing appointment dates into SharePoint after the last appointment of the day.

1.4.6 100% compliance

*Note: PWS paragraph references shall be inclusive of all subparagraphs within that section.

3.0 GOVERNMENT PROVIDED SERVICES AND PROPERTY:

3.1 IAW FAR 45.000(b)(5) Government property that is incidental to the place of performance, when the contract requires contractor personnel to be located on a Government site or installation, and when the property used by the contractor within the location remains accountable to the Government. Items considered to be incidental to the place of performance include, for example, office space, desks, chairs, telephones, computers and fax machines. All Government provided equipment and facilities for the performance of this contract are considered incidental to the place of performance and therefore FAR Part 45 Government Property will not apply.

3.2 GOVERNMENT PROVIDED EQUIPMENT/OFFICE. The Government will furnish or make available workspace at Hurlburt Field, FL. The Government retains the authority to modify or realign facilities and space provided to the contractor based on current or future Air Force guidelines for space utilization, mission requirements, and personnel requirements of the Contractor as necessary.

3.2.1 Government Furnished Office Space and Equipment. Designated office space and equipment will be provided 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 or equipment is required during the performance of the contract. The contractor shall return the office space and equipment to the Government in the same condition as received, fair wear and tear as well as approved Government modifications exempted.

3.3 OTHER EQUIPMENT/SERVICES. The Government host unit will grant access to Automated Data Processing and Equipment (ADPE) and training to the minimum extent necessary for mission accomplishment. The contractor shall use ADPE for controlling and tracking data and information as well as any other duties related to contract performance.

(The contractor shall not use Government furnished ADPE or services for non-contractual related purposes.) The contractor shall comply with all computer system security procedures required by the Government.

3.3.1 Administrative Supplies and Special Duty Items. The Government will provide reasonable amounts of administrative supplies (e.g., office supplies) and special duty related items (for example, TDY laptops).

3.3.2 Telephone. The Government will provide 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.

3.3.3 Security Forces. The Government will provide general on-base security forces service. The Security Forces extension 911 will be used for all emergency calls.

3.3.4 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.

3.3.5 Emergency Medical Services. In the event of an injury requiring medical treatment, the contractor shall dial 911 and inform the operator that the injured individual is located on Hurlburt Field. Ambulance transport responds from the Hurlburt Field Clinic Monday through Friday. On weekends and holidays, Okaloosa County ambulance transport will respond. The contractor shall reimburse the respective agency for these services.

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

3.3.7 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 Local Area Network (LAN) remote access. The contractor shall not establish any external network connectivity. The Government may limit or restrict these services at anytime.

3.3.8 Transfer of Files. The Government shall furnish general administrative files and records in accordance with established file plans. Records transferred to the contractor under this PWS shall be returned to the Government at completion of contract performance.

4.0 GENERAL INFORMATION

4.1 DATA: The Government has unlimited rights to all deliverables of this PWS.

Specific contract efforts and accomplishments under this contract shall be included in the applicable deliverables listed above.

4.2 MANAGEMENT:

4.2.1 Functional Commander / Functional Director (FC/FD). The FC/FD for this Task Order is 1SOW/DS 325 Cody Avenue, Suite 315, Hurlburt Field, FL 32544. Telephone:

Commercial (850) 884-6882.

4.2.2 Contracting Officer Representatives (CORs). The following units will nominate individuals to perform Primary and Alternate COR duties as assigned by the FC/FD. The contractor’s Program Manager shall take reasonable steps to allow CORs unrestricted and unhampered access to contractor employees accomplishing duties associated with this Task Order.

4.2.2.1 Primary COR: 1SOW/CVS 212 Lukasik Ave, Hurlburt Field, FL, 32544.

Telephone: Commercial: (850) 884-1047 or DSN: 579-1047.

4.2.2.2 Alternate COR: 1SOW/CVB 212 Lukasik Ave, Hurlburt Field, FL, 32544.

Telephone: Commercial: (850) 884-0748 or DSN: 579-0748.

4.4 SECURITY INSTRUCTIONS: Contractor personnel will have a minimum of a secret clearance at the start of performance. Refer to the DD Form 254 prepared for this requirement for additional security requirements.

4.4.1 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 and date. The list shall be provided to the Facility Security Officer (FSO), CO, and COR.

An updated listing shall be provided when an employee’s status or information changes.

4.4.1.1 The contractor shall submit the employee listing to the Contracting Officer no less than 15 days prior to the performance start date and at least one day prior as changes occur.

4.4.2 Security Training. The contractor ensures all contractor employees receive initial and recurring security education training from the FSO. Training must be conducted IAW DoD 5200.1- R, Information Security Program Regulation, and AFI 31-401, “Information Security Program Management.” Contractor personnel who work in Air Force controlled/restricted areas must be trained IAW AFI 31-101, The Air Force Installation Security Program.

4.4.3 Pass and Identification Items. The contractor shall ensure the pass and identification items, required for contract performance, are obtained for employees and non-Government owned vehicles.

4.4.3.1 Upon notification of the employee listing being forwarded to the Visitor Control Center (VCC), all contractor employees shall report to the VCC to complete the required documentation. When reporting to the registration office, the authorized contractor individual(s) shall provide a valid driver’s license, current vehicle registration, and valid vehicle insurance certificate to obtain a vehicle pass. Hurlburt Field adheres to the guidelines of the REAL ID Act outlined in Air Force Guidance Memorandum to

AFMAN 31-113.

4.4.3.2 Driver’s Licenses from non-compliant states are unauthorized IAW the REAL ID Act and will not be accepted for entry into Hurlburt Field.

4.4.3.3 Current Identification which may be used in place of an unauthorized State Driver's License are the following:

- US Passport

- Foreign Passport

- Veterans Identification Card

- Permanent Resident card

- Federal personal identification Cards (Contractor ID)

4.4.4 Contractor/Employee Base Pass and Identification, Special Clearances, and Vehicle Passes.

4.4.4.1 The contractor shall comply with all requirements and procedures IAW AFFARS 5352.242- 9000, Contractor Access to Air Force Installations and other requirements stated herein. The contractor shall obtain base identification and vehicle passes, if required, for all contractor personnel who make frequent visits to or perform work on the Air Force installation(s) cited in the contract. Contractor employees are required to wear or prominently display installation identification badges or contractor-furnished contractor identification badges while visiting or performing work on the installation.

4.4.4.2 The contractor shall furnish a current Contractor Employee List/Access Letter, and submit it through the Contracting Officer to the Security Forces Pass and Registration Office. The roster shall be updated within 10 duty days of changes. The contractor shall obtain personal identification passes for all employees and vehicle passes for all contractor and personal vehicles requiring entry onto Hurlburt Field. Vehicle Registration, proof of insurance, and a valid driver’s license must be presented for all vehicles to be registered IAW AFI 31-218, Air Force Motor Vehicle Traffic Supervision.

4.4.5 Retrieving Identification Media. The contractor shall retrieve all identification media, including vehicle passes, if applicable, from employees who depart for any reason before the contract expires; e.g. terminated for cause, retirement, etc.

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

4.4.7 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.

4.4.8 For Official Use Only (FOUO). The contractor shall comply with DoD 5400-7-R, Chapter 4, DoD 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.

4.4.9 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.

4.4.10 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.

4.4.11 Controlled/Restricted Areas. The contractor shall implement local base procedures for entry to Air Force controlled/restricted areas where contractor personnel will work. An AF Form 2586, Unescorted Entry Authorization Certificate, must be completed and signed by the sponsoring agency’s Security Manager before a Restricted Area Badge will be issued.

4.4.12 Key Control. The contractor shall 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.

4.4.13 The contractor shall immediately report to the COR or Program Manager any occurrences of lost or duplicated keys.

4.4.13.1 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. 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.

4.4.13.2 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.

4.4.14 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 or COR.

4.4.15 SATE Program. The contractor shall comply with the established C4 Systems SATE program to integrate security education, training, and awareness covering the COMSEC, COMPUSEC, and EMSEC disciplines.

4.4.16 Computer Security. The contractor shall maintain computer systems security integrity in accordance with the Air Force Computer Security (COMPUSEC program (AFSSI 5102.

4.4.17 Records, Files, Documents and Work Papers. All official records (regardless of media as defined in 44 U.S.C. Part 3301/AFI 33-322, paragraph 2 or required by provisions of a mandatory directive listed in Appendix 3, are the property of the U.S. Government and shall remain so upon termination or completion of this contract.

4.4.18 Surveillance. Various methods of surveillance will be used to include random, 100 percent, periodic and customer complaints. Customer feedback will be gathered in accordance with local commander direction via on-line surveys, in-person surveys or other formal or informal information gathering processes.

4.5 DUTY INFORMATION:

4.5.1 Place of Performance: Hurlburt Field Welcome Center, 424 Cody Ave. Hurlburt Field, FL 32544

4.5.2 Duty Hours: Monday through Friday from 0730 – 1630 hours. Contractors will not be required to work Federal Holidays, to include: New Year’s Day, Martin Luther King Jr Birthday, Washington’s Birthday, Memorial Day, Juneteenth, Independence Day, Labor Day, Columbus Day, Veteran’s Day, Thanksgiving Day, Christmas Day.

4.5.3 Customer Service shall be open during normal duty hours, as established by the local installation commander. A typical workweek consists of 40 hours Monday through Friday.

4.6 Contractor workforce distribution:

Hurlburt Welcome Center annual workforce work hours will be 3880.

4.7 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 COR 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 the COR

4.7.1 Types of Training:

TYPE OF TRAINING ATTENDED BY COURSE LENGTH

Information Assurance computers/systems 2 hours annually

Fire Extinguisher Training

All employees 2 hours

Records Management Personnel who manage official records

1 day

Privacy Act PA System Managers and PA Monitors

Self-Study

Human Relations New Employees 3 hours Sharepoint New employees 7 days

4.7.2 Contractor personnel may be required to attend additional functions, which include but are not limited to seminars, conferences, workshops, and/or educational courses. If the Government determines attendance to be necessary, the Government shall provide funding.

4.7.3 The Government shall provide technical training for new Government furnished equipment requirements or technologies not addressed in the PWS, as determined by the Government. This training will be provided only to an initial cadre of contractor personnel requiring specialized formal training, not to exceed 25 percent of the affected personnel.

The Government shall be responsible for all approved costs associated with the training.

Evidence of successful completion will be provided to the COR within 30 days of the end date of the course.

4.8 ESSENTIAL SERVICES: The services under this task order are not essential for performance during crisis according to DODI 3020.37. Specified hours of operation will be provided for continuation of services for each instance as required. The Contractor will be notified verbally and/or in writing by COR or the on-site commander of the assigned unit when services are essential for performance during a crisis situation

Workload Data:

Estimated Workload Description 2FTEs Frequency Yr Duration

Welcome Center Support

Scheduling Appointments Daily 1200-1400 16, 380 Minutes

Arrival confirmations Daily 1200-1400 9,828 Minutes Conduct Welcome Center in processing Daily 1200-1400 19,500 minutes SharePoint site management review, monitor, and update site Daily 260 6,500 minutes

General customer service and walk-ins Daily 1300 6,500 minutes

Document and form tracking Daily 1300 32,760 minutes

No-Show reporting Daily 164 164 minutes