Attachment 1 - Sections B C L and M.pdf

ATTACHMENT 1

SECTION B – SUPPLIES OR SERVICES AND PRICES

B-1 SERVICES

The Contractor shall provide all supervision, personnel, and other services necessary to provide management and operation of the National Transportation Safety Board (NTSB) Response Operations Center (ROC) for the NTSB as set forth in Section C – Statement of Work (SOW).

B-2 PRICES OF SERVICES UNDER THE CONTRACT

The NTSB anticipates issuance one (1) firm-fixed price type contract for a 12-month base period and up to four 12-month option periods as provided in Section B for a total performance period of up to five (5) years. Services shall be performed at the NTSB headquarters located at 490 L’Enfant Plaza, SW, Washington, D.C. 20594. On rare occasions (for example, during power outages or during a Continuity of Operations (COOP), work may be required to be performed at an alternate site (TBD) located in the National Capitol Region. The term “National Capital Region” means the geographic area located within the boundaries of (A) the District of Columbia, (B) Montgomery and Prince George’s Counties in the State of Maryland, (C) Arlington, Fairfax, Loudoun, and Prince William Counties and the City of Alexandria in the Commonwealth of Virginia, and (D) all cities and other units of government within the geographic areas of such District, Counties, and City.

Item

Number Support Description Quantity Unit of Issue Unit Price Total Price

Management and Operation of the NTSB Response

Operations Center (ROC) –

BASE YEAR

12 Months $________ $___________

Period of Performance: 03/01/2023 – 02/29/2024

Description: Review Statement of Work (SOW)

Item

Number Support Description Quantity Unit of Issue Unit Price Total Price

Management and Operation of the NTSB ROC –

OPTION YEAR 1

Period of Performance: 03/01/2024 – 02/28/2025

Description: Review SOW

Issue Unit Price Total Price

Management and Operation of the NTSB ROC –

OPTION YEAR 2

Period of Performance: 03/01/2025 – 02/28/2026

Issue Unit Price Total Price

Management and Operation of the NTSB ROC –

OPTION YEAR 3

Period of Performance: 03/01/2026 – 02/28/2027

Item

Number Support Description Quantity Unit of Issue Unit Price Total Price

Management and Operation of the NTSB ROC –

OPTION YEAR 4

Period of Performance: 03/01/2027 – 02/29/2028

TOTAL CONTRACT VALUE

Year Total Price

Total Base Year Price

Total Option Year 1 Price

Total Option Year 2 Price

Total Option Year 3 Price

Total Option Year 4 Price

Total Contract Value (Base Year plus 4 Option Years)

[END OF SECTION]

SECTION C – STATEMENT OF WORK (SOW)

C-1 BACKGROUND

The NTSB is an independent federal agency charged with determining the probable cause of transportation accidents and promoting transportation safety. The NTSB investigates accidents, conducts safety studies, evaluates the effectiveness of other government agencies’ programs for preventing transportation accidents, and reviews the appeals of enforcement actions involving aviation and mariner certificates issued by the Federal Aviation Administration (FAA) and the U.S. Coast Guard (USCG), as well as the appeals of civil penalty actions taken by the FAA.

Accident investigations are the core of our mission, and the nature of this work requires that we be responsive and tactically proficient. To meet the challenges of growth in transportation activity and increasingly complex technical issues, we must think strategically and plan for the future. Our planning effort is intended to ensure that we can continue to improve the efficiency and effectiveness of the safety outcome we produce for the nation’s transportation system.

Our strategic planning will have a direct impact on the work done in all NTSB offices. Initiatives at the office level are inspired by and support the strategic goals defined at the agency-wide level. The broad descriptions of goals, objectives and targets at the strategic plan level cascade throughout the agency. Long-range strategic goals are supported by annual performance goals, and all goals are outlined in detail in each office’s annual operating plan.

Tracking our performance and results against these targets will allow us to gauge our progress towards meeting the evolving safety challenges in the U.S. transportation system.

Overview. The NTSB is charged by Congress with investigating every civil aviation accident in the United States, commercial spacecraft, most public-use aircraft accidents and significant accidents in other modes of transportation (highway, marine, rail, pipeline, and hazardous materials), determining the probable cause, and issuing safety recommendations to prevent similar future accidents.

In 1996, the NTSB was charged with the additional responsibility of coordinating Federal assistance to families affected by a major aviation accident. The action was followed by the passage of the Foreign Air Carrier Family Support Act in 1997 and the Rail Passenger Disaster Family Assistance Act in 2008. While the agency’s Transportation Disaster Assistance (TDA) program was originally authorized to provide assistance following major aviation accidents, family assistance staff routinely assist investigative staff on launches to accidents in all modes of transportation in an effort to provide assistance to victims and their families.

The NTSB’s mission is to promote transportation safety by:

• maintaining our congressionally mandated independence and objectivity.

• conducting objective, precise accident investigations and safety studies.

• performing fair and objective airman and mariner certification appeals.

• advocating and promoting safety recommendations and

• assisting victims of transportation accidents and their families.

Additionally, the NTSB determines the probable cause of:

• all U.S. civil aviation accidents, commercial spacecraft, and certain public-use aircraft accidents.

• selected highway accidents.

• railroad accidents involving passenger trains or any train accident that results in at least one fatality or major property damage.

• major marine accidents and any marine accident involving a public and a nonpublic vessel.

• pipeline accidents involving a fatality or substantial property damage.

• releases of hazardous materials in all forms of transportation; and

• selected transportation accidents that involve problems of a recurring nature.

The NTSB is also responsible for maintaining the U.S. Government's database of civil aviation accidents and conducting special transportation safety studies of issues of national significance.

The NTSB provides investigators to serve as U.S. Accredited Representatives as specified in international treaties with 180 countries for aviation accidents overseas involving U.S.

registered aircraft or involving aircraft or major components of U. S. manufacturers. These investigators participate in, but do not lead, these investigations.

Since its inception in 1967, NTSB has investigated more than 140,000 aviation accidents and thousands of surface transportation accidents and issued more than 13,500 safety recommendations involving aviation and surface transportation to more than 2,500 recipients in the Federal and state sectors. In so doing, it has become one of the world's premier transportation accident investigation agencies. On call 24 hours a day, 365 days a year, NTSB investigators travel throughout the United States and to every corner of the world to investigate significant accidents and develop factual records and safety recommendations with one aim—to ensure that such accidents never happen again.

The NTSB’s reputation for investigative integrity is the key reason why state and local governments, federal agencies, and even foreign countries embrace NTSB accident investigations.

The NTSB has approximately 400 employees located in its Headquarters in Washington D.C., and in regional and field offices in Anchorage, AK; Ashburn, VA; Denver, CO; and Seattle, WA.

Go-Team Launches. One of NTSB’s more noted publicly visible aspects of a major accident investigation is its “launch” of a Go-Team, the act of sending investigators to the accident scene.

The Go-Team is led by the Investigator-In-Charge (IIC) and is supported by NTSB personnel with a wide-range of accident investigation skills. A Go-Team from each of the four (4) transportation modes is on call 24 hours a day, 7 days a week. Once launched, the length of time a Go-Team remains at an accident scene varies, but generally a Go-Team completes its work in 7 to 10 days.

In aviation, for example, a Go-Team includes an IIC and specialists in such areas as power plants, structures, aircraft systems, maintenance, operations, air traffic control, and meteorology. TDA team members are also usually involved for survivor/accident victim family member support.

In the case of a railroad accident, the Go-Team is similarly constructed, but its members will include specialists trained in track construction and maintenance, mechanical systems, signal systems, and operations.

For marine accidents, the Go-Team members will include deck officers, marine engineers, naval architects, and specialists in marine lifesaving equipment and procedures.

Go-Teams are also launched to pipeline, highway, and hazardous materials accidents, with each team comprising experts in their respective fields.

Further, some Go-Team members have expertise that is “inter-modal,” in that it crosses all transportation modes. Often, these members are metallurgists, psychologists, meteorologists, and hazardous materials specialists, in addition to others.

The TDA division provides onsite support for survivors and accident victim family members and coordinates federal and local response efforts. TDA is most often utilized in major aviation and railroad accidents however, they may respond to accidents in any transportation mode.

A Member of the NTSB Board typically accompanies the Go-Team to the scene of a major accident to serve as the onsite spokesperson. A public affairs officer is assigned to the team to support the Board Member.

Response Operations Center The Response Operations Center (ROC), established in 1997, is located within the Office of the Managing Director and situated at NTSB headquarters where it functions as the agency’s communications hub. The ROC’s mission is to provide 24/7 communication, logistical, and administrative support for Go-Team launches and on-scene investigative activities; service survivor/witness calls to the toll-free phone number and the general public calls to the designated phone number; support Board Members and NTSB staff communications requests for phone numbers and make connections; set-up TEAMS conference calls; provide answering services and communications support for regional and field offices; acquire accident information from news and other sources and notify duty officers of accident meeting notification criteria; update and post the weekly Go-Team list; update telephone, SMS databases, and call lists in the VEOCI incident management software system; provide Tier 1 Internal Customer Support Services to NTSB staff as needed; recommendation distribution services, and prepare designated ROC activity and other required reports. The NTSB has a requirement to maintain a fully-functioning, fully responsive ROC that operates 24 hours a day, 7 days a week.

Its primary core critical task is to provide communications and logistical support for a Go-Team launch and the on-scene investigation. This support, provided to all Go-Teams as they prepare to travel to an accident scene, includes facilitating communications among NTSB senior management, the Board Member, and Go-Team members. Further, it involves identifying available flights so management may evaluate the best method of travel to get to the accident scene. Sometimes, FAA aircraft are used and other times they fly on commercial aircraft.

Go-Team members are provided with information about flights (FAA or commercial), ground transportation (rental cars), and lodging so they may make their reservations with the agency designated travel agency.

Launch support also involves providing the IIC and Board Member with the information they will need when they arrive at the accident scene. This information normally includes accident information, Go-Team members’ information, names and contact information for local law enforcement as well as any other involved local officials. It could also include previous NTSB accident investigations of similar accidents, safety recommendations, and other information and data.

While the Team is in route to the accident scene, the ROC will be available to facilitate communications for all involved with the investigation. This typically involves capturing information and holding it while the Team is incommunicado, in transit. It will then pass the information to the Team when it reaches its destination and can again receive communications.

This includes updating of the VEOCI incident management software system, as well as coordinating with NTSB’s Special Operations team at HQ or at the scene of the accident.

When the Team is at the accident scene, the ROC will continue to facilitate communications between headquarters, the accident scene, and also among Team members and others involved with the investigation.

The ROC’s other significant roles are to monitor news sources for accidents, to receive accident notifications from designated organizations, and to forward accidents meeting certain criteria to modal duty officers for evaluation.

The ROC is tasked with coordinating with the Special Operations team to obtaining satellite phones or other devices that might be needed in remote locations to support the Go Team.

If there were an emergency such as damage to the NTSB headquarters building or other adversity affecting the city, the ROC would relocate to an alternate site (TBD) located in the National Capitol Region. There, the ROC would utilize NTSB provided facilities and equipment to continue operations.

C-2 OBJECTIVES

The NTSB’s primary objective is to maintain a fully-functioning, fully responsive ROC that operates 24 hours a day, 7 days a week. The primary objectives of this contract are to provide:

• Critical launch and on-scene support for both general and large-scale investigations.

• Tier 1 internal customer support for general issues and basic IT problems, if applicable.

• An array of telephonic duties, including answering toll-free lines, general public lines, and setting-up conference/TEAMS calls, answering regional and field office phones after hours.

• Information capture and dissemination on a range of issues, including accidents found via monitoring the news media, FAA, and accident notifications from other reporting sources.

• Support to the TDA team throughout an investigation.

• Preparation and distribution of the weekly Go-Team list.

• Entry of information into the agency’s VEOCI incident management software system.

C-3 SCOPE OF WORK

The NTSB has a need for 24/7 management and operations services of its ROC. As described above, the ROC is a state-of-the-art facility that functions primarily as the communications hub for the agency and is located within NTSB headquarters. Its core critical mission is to provide logistical support for accident launches and on-scene investigations. The Contractor shall furnish all communication, logistical, administrative, and management support services in a timely and accurate manner to perform the work described in this SOW. The Contractor shall perform all work in accordance with the terms and conditions of the resultant contract. To support the NTSB’s mission, the Contractor shall staff the ROC with a minimum of two (2) people 24/7.

The NTSB anticipates issuance of one (1) firm fixed-price type contract. The scope of this requirement is separated into five (5) main Functional Areas (FA):

FA-1 Logistical Launch Support Services (Go-Team Launch and On- Scene) FA-2 Tier 1 Internal Customer Support Services if applicable FA-3 Information Support Services FA-4 External Telephone Response Services FA-5 Survivor/Accident Victim Family Member Support Services

Function Area 1: Logistical Launch Support Services (Go-Team Launch and On- Scene Support).

This is the core critical function of the ROC. In a launch situation, the Board Member, investigators, and others who make up a Go-Team must be able to rely on the ROC to arrange all their logistical and administrative support quickly and accurately, maintain communications internally and externally with agencies (such as the Federal Bureau of Investigation [FBI], Transportation Safety Administration [TSA], United States Coast Guard [USCG], and the FAA) while the Go-Team is in transit. It must continue to provide logistical and administrative support services once the Go-Team has arrived at its destination.

Historical Data: There have been approximately ninety (90) launches annually.

Immediate Launch Support. Once a decision is made to launch a Go-Team, the ROC becomes the 24/7 communications home base for the Go-Team and its activities. The ROC Contractor shall perform all duties connected to all aspects of a Go-Team launch to include, but not limited to:

• Locating and contacting Go-Team members.

• Distributing the government provided launch package and other documents.

• Obtaining travel, lodging, and car rental information.

• Assisting the Go-Team members with information on obtaining satellite phones or other devices that might be needed in remote locations.

• Entering launch date into the agency’s VEOCI incident management software system

• Helping coordinate transportation of the Cockpit Voice Recorder, Flight Data

Recorder, Event Recorder, and other accident-related items.

• Setting up teleconferences/TEAMS calls.

• Coordinating the set-up of the on-scene command post and onsite equipment.

• Disseminating the accident information provided by the IIC.

• Disseminating initial notification of accidents.

• Updating agency’s internal situation awareness reporting software.

Ongoing Launch Support. During the post-launch phase, ROC Contractor staff shall perform the following duties, to include but not limited to:

• Providing investigators with FAA, NTSB KEYS, System for Analysis of Federal Transportation Investigations (SAFTI) (and other) database information.

• Serving as a dispatch center.

• Disseminating FAA and other accident notifications.

• Facilitating on-demand status updates of on-going investigations to the Chair, Board

Members, and Senior Managers.

• Disseminating regular and on-demand status updates on investigations – via phone, fax, e-mail, or agency’s internal situation awareness reporting software – to internal and external sources, based on requests from the IIC, Chair, Board Members or staff from Media Relations, Government Affairs and Transportation Disaster Assistance.

• Updating agency’s internal situation awareness reporting software.

Functional Area 2: Tier 1 Internal Customer Support Services The ROC Contractor staff shall serve as the first level for Internal Customer Support effort. Tier 1 support processes service requests and keeps users informed about their incidents’ status at agreed intervals if applicable. The ROC shall use the agency provided software assistance and management program for NTSB. ROC staff will receive all requests from NTSB personnel via telephone conversations and/or e-mail.

The concept for Tier 1 support is that the ROC staff shall serve both as a general problem reporting point and as the initial Information Technology (IT) and Facilities Help Desk. ROC staff shall provide basic information on such IT issues as resetting passwords or receiving e-mail and facilities issues such as providing instructions on call forwarding or conference calling. Any IT or facility issues that ROC Contractor staff cannot resolve at the first tier shall become a Tier 2 issue and forwarded to the appropriate NTSB resource for action.

Accurate work and quick turn-around are critical because challenges and the workload are unpredictable from day to day and week to week.

Further, because there is no ability to predict when the next accident launch will occur, the need for rapid response to Customer Support requests ensures that all internal systems are working to capacity. Turn-around time for standard requests, i.e., not related to a launch, shall be accomplished within the same day.

Functional Area 3: Information Support Services (Accident/Incident/Event Identification and Reporting).

ROC Contractor staff shall monitor cable and network news services and stations, radio and Internet outlets for breaking news of accident occurrences. In addition, daily accident notification reports from the FAA, National Response Center (NRC), and direct accident notification calls come into NTSB, which the Contractor must immediately disseminate to the appropriate NTSB offices via their duty officers.

The ROC Contractor shall be responsible not only for gathering an array of information daily, but also for ensuring that it is distributed daily. Information comes from a variety of sources, so the information gathering efforts performed by the ROC are electronic (e.g., mail alerts, listservs).

The ROC includes NTSB’s only secure phone and facsimile machine. Should the ROC receive any documents classified at SECRET or below, it shall be the ROC’s responsibility to ensure the security of any classified information and promptly notifying the NTSB Special Operations leadership.

The modal offices will determine which e-mail accident alerts/other notices, and list services they want to receive notification on from the ROC. Once that information arrives, ROC staff will be trained on who and how to forward this information. The Contractor staff shall also search other media news/information sources at night, e-mailing appropriate items to individual offices and/or Media Relations through “Shift Log” reports (1-2 page synopses of the previous night’s transportation-related accidents/information) the next morning.

The Contractor shall perform the following duties connected to Information Support Services to include but not limited to:

• Developing the Shift Log and disseminating them via e-mail no later than 1:00 a.m. ET each day.

• Providing ongoing data entry on the agency’s internal situation awareness reporting software

• Disseminating overnight FAA and National Response Center (NRC) accident notifications (approximately 1,000 per year).

• Monitoring online radio, cable, and network stations for breaking news of transportation and hazmat accidents for inclusion in the Shift Log reports.

• Maintaining and updating NTSB’s employee phone contact information directories.

• Log in classified documents received into a General Services Administration (GSA) approved security container.

Functional Area 4: External Telephone Response Services ROC Contractor staff shall perform call taking from non-NTSB sources through an established toll-free telephone line. When there is an accident investigation or involvement by TDA teams, ROC staff shall use the toll-free line to capture witness/victim information and forward it to the appropriate NTSB staff. In addition, the general public information telephone number shall be answered in the ROC. The reason for this activity is to ensure that when anyone calls NTSB, they will hear and speak to a person, not a recording. Because so much of what NTSB deals with involves crisis, injuries, and fatalities, having live people answer the phone 24/7 illustrates the level of care and concern that is at the heart of NTSB.

Call handling is a general term, but it includes tracking and locating key personnel and coordinating conferences calls.

The Contractor shall perform the following duties connected to External Telephone Response Services to include but not limited to:

• Answering toll-free lines (witness information, survivor/accident victim family members).

• Answering the general public phone number.

• Handling day-to-day switchboard activities.

• Tracking/locating key personnel and patching them into conference calls.

• Setting up conference/TEAMS calls.

• Notifying NTSB Duty Officers of an accident.

• Coordinating communications with accident parties/others and NTSB staff.

• Maintaining directories of phone, cell phone, fax, and other numbers for NTSB and outside contacts.

• Collecting called-in information from either victims/witnesses or people/agencies reporting accidents.

• Entering calls into the agency’s VEOCI incident management software system.

• Using agency’s internal situation awareness notification software to alert staff of accidents, launches or other critical information.

• Notify agency leadership of “Chair” and “Top Hats” conference/TEAMS calls.

Historical Data: There are approximately 2,500 service requests each year.

Functional Area 5: Survivor/Accident Victim Family Member Support Services In 1996, Congress passed the Aviation Disaster Family Assistance Act that established the TDA Division within the NTSB. TDA coordinates public and private responsibilities in the wake of transportation disasters for all modes of transportation covered by NTSB. Its staff stands ready around the clock to help survivors, families of accident victims, communities and commercial carriers deal with transportation disasters. The service TDA provides includes family/accident victim support coordination, Family Assistance Centers, coordination of recovery and identification of victims, communication with foreign governments, travel coordination, and inter-agency liaison and coordination.

It is important to note that the focus and tools that local first responders and emergency managers bring to disaster responses are very different from how NTSB TDA staff operates. The key difference is that first responders deal with the initial response, whereas TDA staff provides longer-term support. TDA’s task is to set up a management structure to coordinate the delivery of services to victims and their families. This organized structure helps to mitigate the many challenges faced by victims of transportation disasters.

Historical Data: There are approximately 65 victim/family member calls per year that come through the ROC.

The Contractor shall perform the following duties connected to TDA to include but not limited to:

• Support launch and on-scene activities.

• Responding to TDA toll-free telephone calls.

• Assisting in setting up and providing conference capabilities for survivors/accident victim family members, the TDA team, and other responding agencies during the entire accident investigation.

C-4 DELIVERABLES

The Contractor shall provide the following deliverables for this contract:

1. Management Plan. The Contractor shall submit a Management Plan that demonstrates the Contractor’s management processes, understanding of the work to be performed, and project organization proposed for the work – including internal operations, lines of authority, and subcontractors. The Management Plan shall include metrics, response times and plans for (1) tracking and controlling the work, (2) ensuring timeliness of performance; (3) methods for monitoring, maintaining and enhancing the quality of the work, (4) ensuring accurate and timely deliverables and (5) maintaining customer satisfaction. Proposed metrics shall be clearly defined, tied to specific objectives and able to be measured and verified. The Contractor shall also describe its proposed transition plan that shall include administrative and operational responsibilities and schedules to minimize operating disruptions. The Contractor shall provide information on its capability to provide personnel with SECRET security clearances. The Contractor shall submit a draft management plan with their proposal and may update it up to 60 days after award.

2. Staffing Plan. The Contractor shall submit a staffing plan that clearly identifies staff for all proposed positions and functional areas. The resumes of all non-key personnel shall be included in the staffing plan. The Staffing Plan shall clearly describe the Contractor’s process and ability to replace or retain staff to meet the requirements in the SOW. The Staffing Plan shall also provide a staffing schedule for sufficient manning of each functional area for the hours required by the SOW to include a list of labor categories, function of each labor category and number of labor hours estimated for each labor category. If the Contractor is proposing a teaming arrangement, separate staffing schedules must be provided for the team lead and each team member. The Contractor shall submit a draft staffing plan with their proposal and may update it up to 60 days after award.

3. Post-Award Conference. The Contractor shall attend a post award conference within five (5) calendar days after award. The purpose of this meeting is for the NTSB to review the terms and conditions of the contract and establish a sound working relationship with the Contractor to ensure successful performance. At this conference, the NTSB will review all contract requirements, deliverables and expectations, as well as invoicing procedures, and transition planning.

4. Quarterly Progress Meetings. The Contractor shall attend and participate in quarterly progress meetings to be held at NTSB headquarters. The purpose of the meetings is for the Contractor to report both progress and unanticipated problems. The Contractor shall be encouraged to be candid and to initiate solutions to previously unforeseen problems.

5. Weekly Reports. The Contractor shall prepare a weekly report with – at minimum – the following information:

• A tabulation of the reviews of NRC reports and the Federal Register, the numbers of conference calls arranged, accident notifications by mode (domestic and international), SMS texts, and faxes sent.

• List the accident launches and on-scene investigations that were supported.

• List the TDA and other family assistance support activities.

• Tabulate and characterize the general public phone calls.

• Tabulate and characterize the answering services and support for regional offices.

• Safety recommendation distribution.

6. Monthly Report. The Contractor shall prepare a monthly report with – at minimum – the following information:

• Problems encountered, resolutions, upcoming challenges, etc.

• Number and modal type of Go-Teams launched.

7. Invoice. The Contractor shall submit a monthly invoice for its remuneration under the terms of the contract. Review Clauses NTSB-011 – Standard Invoices (IPP) and IPP-001

– Electronic Invoicing and Payment Requirements – Invoice Processing Platform (IPP) for instructions.

C-5 QUALIFICATIONS

Contractor Personnel shall have the necessary skills to establish, implement, and learn procedures necessary for the operation of the ROC. Contractor personnel must be able to think on their feet, keep calm during an accident launch and respond rapidly to an array of different requests.

All staff working at the ROC shall have strong organizational, customer service, and interpersonal skills (especially important when dealing with senior NTSB management, NTSB Board Members, and accident victims/survivors), the ability to handle a multitude of tasks simultaneously under pressure and to adjust to rapidly changing – and frequently stressful – conditions during their tour of duty. All personnel shall have the ability to communicate orally and in writing and be able to read and understand English.

Because the ROC staff may on occasions talk directly with accident survivors and/or accident victim family members, a desired proficiency in the area of crisis management/crises response is beneficial.

All of the ROC staff shall have knowledge and experience in working with computers, databases, e-mails, fax machines, DVDs, the Internet, and telecommunications (e.g., answering phones, transferring calls, conference calling, call forwarding) described in the SOW.

The Contractor shall have significant expertise, a minimum of four (4) years of experience in managing and operating a customer service-based communications operation. Each ROC employee, including the Project Manager, shall be proficient in Microsoft Office and VEOCI Incident Management Software.

All the proposed non-management staff shall possess a high school diploma or equivalent and have two (2) years of experience in call taking or working at some version of a help desk/customer service or response operations center. The onsite Project Manager shall have four years (4) experience in managing a call center/help desk. Possession of a Bachelor’s Degree by the onsite Project Manager is preferred. Additionally, all staff shall have a minimum of a SECRET Level clearance. Staff need to obtain/maintain certified training in Cardiopulmonary Resuscitation (CPR) and the use of an Automated external defibrillator (AED).

C-6 GOVERNMENT FURNISHED RESOURCES

The NTSB shall provide the onsite Contractor’s workers with workspace, furnishings, desktop or laptop computer(s), and equipment for effective management of the ROC. The NTSB shall provide the Contractor with use of scheduled departmental mail and messenger services for correspondence and non-bulk mail related to the performance of this contract.

C-7 PERFORMANCE LOCATION

The NTSB ROC is located at NTSB Headquarters. All work shall be performed onsite.

National Transportation Safety Board (NTSB) 490 L’Enfant Plaza, SW Washington, DC 20594

On rare occasions (for example, during power outages or during a Continuity of Operations (COOP)), work may be required to be performed at an alternate site (TBD) located in the National Capitol Region. Travel to and/or between these sites is not a reimbursable expense under this contract.

C-8 PERIOD OF PERFORMANCE

The period of performance shall be for one (1) Base Year of 12 months and up to four (4) 12-month option periods. The anticipated dates of performance are as follows:

Base Year: 03/01/2023 – 02/29/2024 Option Year 1: 03/01/2024 – 02/28/2025 Option Year 2: 03/01/2025 – 02/28/2026 Option Year 3: 03/01/2026 – 02/28/2027 Option Year 4: 03/01/2027 – 02/29/2028

C-9 NON-DISCLOSURE AGREEMENT

All onsite personnel shall execute a NTSB Non-Disclosure Agreement within fourteen (14) calendar days of contract award. Provisions subject to non-disclosure to protect information shall remain in effect two (2) years from termination or expiration of the contract.

SECTION L – PROPOSAL INSTRUCTIONS

L-1 GENERAL INFORMATION

The NTSB solicits your proposal for management and operation of the NTSB ROC as described in the SOW. This Request for Proposal (RFP) will result in the award of one (1) firm-fixed price contract with a base year with four (4) option years through full and open competition.

Contractors are encouraged to be innovative and resourceful in developing their approach to accomplishing the objectives stated in the SOW. As such, they may propose teaming/subcontracting arrangements to fulfill the solicitation requirements, with the provision that the Contractor holds responsibility as the prime contractor for performance of this contract.

L-2 NOTICE AND INSTRUCTIONS TO CONTRACTORS

Contractors are required to meet all the requirements of the RFP, including but not limited to instructions, conditions/notices, and requirements in the SOW. Proposals should address each factor(s) and sub-factor as described below. Proposals that fail to address the essential requirements of this RFP or are unrealistic in terms of technical content, schedule commitment, or price will be deemed to have an inherent lack of technical competence or indicative of a failure to comprehend the requirements, or the complexity and risks associated with the requirements. Stating that your company meets the requirements of the solicitation is not sufficient. The Government may reject any proposal that is so lacking in competence or in understanding the requirements that without a major reformation of the proposal it is not adequate for evaluation purposes. Alternate/conditional proposals may result in a proposal being rejected as non-responsive. The Government reserves the right to award without discussions. Contractors are cautioned that they must submit a best offer with the initial proposal.

In responding to this RFP, Contractors shall submit proposals in three (3) separate parts:

Technical Merit, Past Performance, and Price:

• Part I – Technical Merit: Include all information requested under “Part I - Technical Merit”. Exclude any references to price.

• Part II – Past Performance: Include all information requested under “Part II -Past

Performance”.

• Part III – Price: Include all information requested under “Part III – Price”.

L-2.1 Part I – Technical Merit Each technical proposal shall include the following factors:

L-2.1.1 Factor 1 – Executive Summary (not separately evaluated) An Executive Summary of the Contractor’s proposal is required. This summary will not be evaluated separately but will be used by evaluators to understand the overall proposal contents. Therefore, the information contained in the summary is important. It should identify and highlight significant features of the proposal and include the salient points contained in the various parts. In addition, each Contractor should include a General Information section in the Executive Summary that addresses the following: 1) company name and address, 2) Company Taxpayer Identification Number (TIN), Unique Entity Identifier (UEI), CAGE code and 3) proposal point of contact.

L-2.1.2 Factor 2 – Technical Merit This section describes the Contractor’s overall understanding of the requirements, including the soundness, appropriateness, and reasonableness of the overall technical approach to performing the required services. This portion of the proposal includes the following sub-factors:

a. Sub-factor 1 – Technical Approach: A Contractor’s technical approach is the degree to which Contractor’s technical capabilities satisfy the requirements in the SOW. Each functional area shall be addressed separately. Contractors shall provide a detailed description of their implementation methodology and approach to be used to complete each functional area. The Contractor shall also identify any areas of performance risks and describe how the Contractor intends to mitigate those risks.

b. Sub-factor 2 – Management Plan: The Contractor shall submit a

Management Plan that demonstrates the Contractor’s management processes, understanding of the work to be performed, and project organization proposed for the work – including internal operations, lines of authority, and subcontractors. The Management Plan shall include metrics, response times and plans for (1) tracking and controlling the work, (2) ensuring timeliness of performance; (3) methods for monitoring, maintaining and enhancing the quality of the work, (4) ensuring accurate and timely deliverables and (5) maintaining customer satisfaction. Proposed metrics shall be clearly defined, tied to specific objectives and able to be measured and verified. The Contractor shall also describe its proposed transition plan that shall include administrative and operational responsibilities and schedules to minimize operating disruptions. The Contractor shall provide information on its capability to provide personnel with SECRET security clearances. The Contractor shall submit a draft management plan with their proposal and may update it up to 60 days after award.

L-2.1.3 Factor 3 – Key Personnel and Staffing Plan The Contractor shall demonstrate its experience in providing staff to support and operate a call center and dispatching facility similar to this requirement. The Contractor shall submit resumes to demonstrate that proposed personnel meet the qualifications of this requirement and have demonstrated experience with similar requirements. Do not include an entire work history if the work does not include skills necessary to perform functional task areas required for this contract.

a. Sub-factor 3 – Key Personnel: The Contractor shall identify Key Personnel for this requirement. At a minimum, the Contractor shall identify the onsite Project Manager (PM) and address the PM’s level of authority, limitations of authority to act on behalf of the corporation and the degree of authority over any other corporate resources. A resume of the onsite PM is required to show general qualifications and experience with similar projects or contracts (education, background, relevant experience and total years of relevant experience). The Contractor’s onsite PM shall have a minimum of four years of experience in managing a call center and dispatching facility of similar scope, magnitude, and complexity to the NTSB ROC. Possession of a Bachelor’s Degree by the onsite Project Manager is preferred. The Contractor shall also provide a written, signed (by the employee/contingency hire), and dated letter of commitment for the onsite PM position.

b. Sub-factor 4 – Staffing Plan: The Contractor shall submit a staffing plan that clearly identifies staff for all proposed positions and functional areas. The resumes of all non-key personnel shall be included in the staffing plan. The Staffing Plan shall clearly describe the Contractor’s process and ability to replace or retain staff to meet the requirements in the SOW. The Staffing Plan shall also provide a staffing schedule for sufficient manning of each functional area for the hours required by the SOW to include a list of labor categories, function of each labor category and number of labor hours estimated for each labor category. If the Contractor is proposing a teaming arrangement, separate staffing schedules must be provided for the team lead and each team member. The Contractor shall submit a draft staffing plan with their proposal and may update it up to 60 days after award.

Part I – Technical Approach is limited to 20 pages excluding resumes and verification of security clearances.

L.2.2 Part II – Past Performance The past performance proposal shall consist of completed past performance questionnaires from no less than three (3) past references whose requirements are similar in scope to this NTSB requirement. Contractors shall ask their references provided under Evaluation Factor 3, Past Performance, to complete the Past Performance Questionnaire (Attachment 3) and submit it directly to Bryan J. Moy via email at bryan.moy@ntsb.gov or via fax: (240) 752-6262. It is the Contractor’s responsibility to ensure that Past Performance Questionnaires are completed timely and submitted by customer references, and that correct names, addresses and phone numbers are provided in the responses for each reference. A Contractor will not be penalized in the evaluation with an unfavorable rating for the failure of its past performance references to complete and submit the Past Performance Questionnaires.

The Government may contact Contractors’ customer references or use other references/information to verify past performance.

There is no limit on the number of pages for Part II - Past Performance.

L.2.3 Part III – Price Price will be evaluated by adding together the firm-fixed base year price and all option year prices. Contractors shall complete the tables in Section B-2 of the RFP and submit it with their proposal. Prices will be evaluated but not scored. Contractors shall also submit the completed SF1449, acknowledgement of all RFP amendments, and completed applicable (fill-in) clauses and provisions.

In addition, in order to determine a Contractor’s comprehension of the solicitation requirements, Contractors shall identify proposed labor categories, proposed hours for each labor category, and provide the fully burdened hourly rate for each proposed labor category for each year of the requirement.

Price proposals will be evaluated to determine the reasonableness of a Contractor’s proposal. Evaluation may include analysis to determine a Contractor’s comprehension of the solicitation requirements, as well as the validity of a Contractor’s approach. A price that is found to be unreasonably high or unrealistically low in relation to the proposed solution may result in the proposal receiving a lower rating or a Contractor’s proposal may be rejected if the pricing poses an unacceptable risk to the Government.

There is no limit on the number of pages for Part III - Price.

L-3 SITE VISIT

The NTSB reserves the right to hold a site visit at 10:00 am ET on Wednesday, December 28, 2022. Please notify Bryan J. Moy via email (bryan.moy@ntsb.gov) if your company will be attending. Provide the company name, name, email and telephone number of each company representative(s) who will attend. Notification of your attendance must be supplied by 4:00 p.m. ET on December 21, 2022.

mailto:bryan.moy@ntsb.gov

L-4 EXPENSES RELATED TO CONTRACTOR SUBMISSIONS

This solicitation neither commits the Government to pay any cost incurred in the submission of the offer nor to contract for services or supplies. Any costs incurred in anticipation of a contract shall be at the Contractor’s own risk.

L-5 SUBMISSION OF PROPOSALS

Your proposal must be received no later than 4:00 p.m., Eastern Time (ET), on January 11, 2023. LATE PROPOSALS MAY NOT BE CONSIDERED in accordance with Federal Acquisition Regulation (FAR) provision 52.212-1 – Instructions to Offerors – Commercial Products and Commercial Services.

Offers may be transmitted via email to:

Bryan J. Moy Email: bryan.moy@ntsb.gov

The maximum size of an email, including attachments, which the NTSB email server can accept is 35 megabytes (MB). Therefore, the Contractor may choose to send their proposal in separate emails, if the combined file size of any email received by the NTSB email server will exceed 35MB. Contractors are encouraged to remove excess graphics from their proposals to ensure proposals remain under the file size limit. It is the Contractor's responsibility to ensure that the designated point of contact has received your proposal at the email address of the contact specified above by the proposal due date.

All questions regarding this RFP shall be directed to Bryan J. Moy via email at the email address listed above. ALL QUESTIONS MUST BE RECEIVED BY 4:00 p.m. ET on December 30, 2022.

L-6 ELECTRONIC DISSEMINATION OF RFP DOCUMENTS

Access to this RFP and amendments will be posted on the Contracting Opportunities webpage of the System for Award Management (www.sam.gov). All Contractors are cautioned that it is your responsibility to frequently check back to the website to ensure that you have received all issued amendments.

http://www.sam.gov/

SECTION M – EVALUATION FACTORS FOR AWARD

M-1 EVALUATION OF PROPOSALS

The Government may award one (1) firm-fixed price contract to the responsible Contractor whose proposal that conforms to the RFP will be most advantageous to the Government, price and other non-price factors considered, such that it provides the best value to the Government.

Best value is defined as the procurement process that results in the most advantageous acquisition decision for the Government that is performed through an integrated assessment and trade-off analysis between price and non-price factors.

The Government reserves the right to reject any or all proposals if such action is in the public interest. Under a best value procurement, the NTSB may reasonably determine that the superior solution/approach merits a higher price and, therefore, represents the best value to the Government or the NTSB may reasonably determine that the Contractor with other than the highest rating in non-price factors is the best value. The Government may waive informalities and minor irregularities in contract proposals. The Government reserves the right to award without discussions. Contractors are cautioned that they must submit a best offer with the initial proposal. To receive an award, a Contractor must be determined to be responsible.

M-2 EVALUATION FACTORS

The following factors will be evaluated by the Government:

PROPOSAL PART # FACTORS TITLE

I 2 Technical Merit I Sub-factor 1 Technical Approach I Sub-factor 2 Management Plan I 3 Key Personnel and Staffing Plan I Sub-factor 3 Key Personnel I Sub-factor 4 Staffing Plan II 4 Past Performance III 5 Price

The non-price factors and sub-factors in Part I are evaluated adjectively. The Government will evaluate technical factors and sub-factors based on the Contractor’s overall understanding of the requirements. Technical Merit describes the degree to which the Contractor’s technical capability satisfies all the requirements in the SOW and demonstrates that the Contractor has a clear understanding and knowledge of the SOW requirements and how to achieve them in a logical, feasible, and technically effective manner. Key Personnel and Staffing Plan describes the degree to which the Contractor demonstrates its proposed staff has experience in providing similar operation and support services to this requirement. Contractors are cautioned that despite the relative weight of the non-price factors, proposals that receive an unacceptable in any sub-factor in Part I may be deemed ineligible for award.

Past Performance will be evaluated and will be rated Acceptable or Unacceptable. The Government will assess the relevance, breadth and quality of the Contractor’s recent past performance with clients who have purchased similar services and evaluate the quality of the Contractor’s past performance based on the past performance references submitted on behalf of the Contractor and/or other information obtained from references provided by the Contractor, as well as other relevant past performance information obtained from other sources known to the Government. A Contractor without a record of past performance or for whom information on relevant past performance is not available will be evaluated as neutral.

Contractors are cautioned that despite the relative weight of the non-price factors, proposals that receive an unacceptable in Part II may be deemed ineligible for award.

Technical factors (Technical Merit and Key Personnel and Staffing Plan) are more important than Past Performance, and when combined are significantly more…