Attachment 2 -DeCA DRAFT SOW.pdf

eCommerce Bulk Delivery Service Statement of Work (SOW)

1. Background

1.1 The Defense Commissary Agency (DeCA) provides a military pay benefit for Department of Defense (DOD) personnel through the provision of grocery resale operations offering products and services to meet the need for basic subsistence to 170 Contiguous United States (CONUS) Commissary locations. As the missions evolve for the Army, Navy, Marine Corps, Air Force, Space Force, and Coast Guard (the “Services”), DeCA must adjust to meet the needs for providing basic subsistence to include non-traditional brick-and-mortar locations.

DeCA uses an Enterprise Business Solution (EBS) that includes an eCommerce application. The eCommerce application enables the services to place bulk orders for products and services to be delivered. Currently, 17 Commissary locations place bulk orders for fresh foods to include dry, chill and frozen products.

1.2 This is a non-personal services contract to provide eCommerce bulk delivery of dry, chill and frozen products to destinations within a 30-mile radius of the brick-and-mortar Commissary locations.

2. Scope of Work

Unless otherwise stated herein, the Contractor shall provide all personnel, equipment, supplies, transportation, tools, materials, supervision, and other items necessary to perform eCommerce bulk delivery services for dry, chill, and frozen grocery products from the brick-and-mortar commissary location to an area within in the local commuting area. Delivery includes pick-up, transport, and drop-off.

3. Contractor Responsibilities

3.1 General.

3.1.1 Contract Point of Contact. The contractor shall provide a primary and alternate point of contact responsible for overall contract administration that has authority to obligate the contractor. The name, title and contact information shall be provided at contract award and updated within three business days when a change occurs.

3.1.2 Installation Point of Contact. The contractor shall provide a primary and alternate point of contact responsible for installation specific contract administration that has the authority to resolve issues that arise through the course of providing services (e.g., driver did not arrive, vehicle unsuitable for transport of products).

3.1.3 Transportation. The contractor shall provide a vehicle appropriate for the bulk order size and products.

The contractor shall ensure all delivery vehicles are suitable and clean for the intended use and capable of maintaining temperatures for the safe transport of food in accordance with applicable food safety requirements. The Contractor shall maintain a temperature-controlled environment for dry, chilled and frozen items from the time the bulk order is picked up at the commissary through completion of the delivery. The Contractor will ensure that all mixed loads are separated properly with partitions to ensure all items are properly secured and will be kept in their applicable temperature-controlled environments.

3.1.4 Military Food Inspectors (MFI). The contractor shall cooperate fully with Military Food Inspectors.

MFI serve as the food safety regulator for the Department of Defense. MFI are responsible for ensuring basic subsistence provided to servicemembers are safe for consumption. Inspections are performed to ensure compliance with sanitary, quality, condition and wholesomeness for food products. MFI may inspect product during pick-up, transport, or delivery.

3.1.5 Installation Access. The contractor shall ensure installation access procedures are accomplished timely.

Failure to access the installation as a result of not meeting installation access requirements negatively impacts the mission requirement to provide basic subsistence and is unsatisfactory performance. Contractor personnel may be subject to background security checks and clearances in order to obtain credentials for passes.

3.2 Pick-up.

3.2.1 General. The Contractor’s service personnel will pick-up the order(s) at the specified commissary. After the customer completes the bulk deliver order, DeCA will provide order information to the Contractor. The information will include the customer’s name, point of contact; to include, telephone number, pick-up location, pick-up time, delivery address, delivery date, order details.

3.2.2 Coordination. The contractor’s delivery personnel shall notify the Commissary prior to arriving at the installation access point, in the event there is a need to facilitate. When the Contractor arrives to the commissary, the Contractor will pick up the palleted purchased grocery items which will be loaded onto the truck by Commissary personnel.

3.2.3 Expectations. The Contractor shall ensure all delivery vehicles are suitable and clean for the intended use and capable of maintaining temperatures necessary for the safe transport of food in accordance with all applicable food safety requirements, and all vehicles must include a mechanism to measure and control temperature. The Contractor’s delivery driver shall back the delivery vehicle to the loading dock, if the loading dock is not accessible or unavailable, the delivery driver will back in to an accessible loading area for the bulk order to be loaded onto the delivery truck.

3.3 Transport. The order(s) from the originating Commissary will be transported directly from the commissary to the designated delivery location. Flexibility in number of deliveries and delivery scheduling is necessary.

3.4 Delivery.

3.4.1 General. The Contractor shall provide bulk delivery services to delivery locations within the Originating Commissary’s 30-mile radius. Delivery requires the contract service provider to pick-up at the specified commissary and transport and deliver the products to the designated delivery location.

3.4.2 Coordination. The Contractor will receive notifications of order status and delivery requirements through DeCA’s API platform. This information will include the customer’s name, point of contact, telephone number, pick-up location, pick-up time, delivery address, delivery date, order details. If the Contractor expects or experiences a delay that will result in the Contractor delivering an order outside of the agreed delivery time, the Contractor shall contact the Originating Commissary.

3.4.3 Expectations. The Contractor will receive instructions in English from DeCA and shall be able to follow these instructions for all deliveries. These instructions will include specific guidance regarding unloading at the customers designated location. The Contract must be able to operate the delivery vehicle’s liftgate to offload orders as necessary. The delivery driver shall remain at the delivery location until all items have been unloaded in accordance with the delivery specifications and the customer has verified the receipt of the order.

DeCA anticipates that the size of the orders will vary per delivery. The Contractor shall return all pallets to the Originating Commissary within 15 calendar days of completing the delivery of the order. In the event that a delivery is rejected at the designated delivery location, The Contractor shall immediately notify the

Originating Commissary and return the product promptly in its applicable condition.

The Contractor shall provide a fully functioning interface (Application Programming Interface, or API) with DeCA's eCommerce application. NCR’s proprietary Freshop® application is the current solution for DeCA’s eCommerce platform. The Contractor is responsible for integrating with DeCA’s current or future software platform without cost to DeCA and support the End to End (E2E) functionality at the Contractor’s sole cost.

The Contractor’s solution shall include the ability to accept notifications for the information necessary to perform the bulk delivery services required herein and send contemporaneous notifications acknowledging receipt of a bulk delivery order and bulk delivery status.

3.5 Within 24 hours of the order notification, to include weekends, the Contractor shall send the Originating Commissary and the delivery destination point of contact a confirmation that the bulk delivery order has been received. The Contractor’s notification shall include the following information:

• Order number

• Delivery date and time within a 2-hour delivery window.

• Delivery location details, including point of contact name, telephone number, and delivery address

3.6 The Contractor is responsible for the integrity of all items from the time the product is retrieved at the Originating Commissary until the product is delivered to the destination.

3.7 The Contractor shall contact the Originating Commissary if the Contractor expects or experiences a delay that will result in the Contractor delivering an order outside of the agreed delivery time.

3.8 The Contractor shall maintain a minimum system availability of 98% for the bulk delivery services and shall maintain the Application Programming Interface (API) throughout the period of performance. In the event the Contractor fails to meet the agreed-upon delivery windows or otherwise does not fulfill requirements as outlined in the SOW and subsequent orders, the Government shall be entitled to monetary credits. For each delayed delivery that exceeds the agreed-upon delivery window by up to 2 hours, the Contractor shall provide a credit equal to 5% of the value of that delivery. For deliveries delayed more than 2 hours but less than 6 hours, the Contractor shall provide a 10% credit. Any delivery exceeding a 6-hour delay, or any entirely missed delivery, shall result in a 15% credit. These credits will be applied to the Contractor’s subsequent invoice. Repeated or systemic failures to meet delivery times may result in additional corrective actions, up to and including contract termination. Additionally, if the Government determines the Contractor damaged any products in its delivery, the Government may deduct the resale amount of those products from the Contractor’s subsequent invoice.

4. Description of Payment Flow Process

4.1 The Contractor shall submit summarized electronic biweekly invoices (for the prior two weeks), in Wide Area Work Flow (WAWF), the last day of each biweekly period, including a detailed report that can be exported into Excel. The detailed report shall include the total amount due for the prior two weeks, preceding the invoice date and a remittance address for payment.

4.2 Resource Management will reconcile the bi-weekly reports received by the Contractor and DeCA’s eCommerce reports.

4.3 Payments will be made to the Contractor within two weeks of receiving the invoice and detailed report.

5. Data Privacy and Security

5.1 The Contractor may share documents, materials, and information with its employees and subcontractors on a need-to-know basis only for the purpose of performing the tasks required for the performance of this contract. Shared documents, materials, and information shall not be used by the Contractor except in the performance of obligations under this contract and in compliance with all applicable federal laws, regulations, and policies. All documents, materials, and information supplied by the Government hereunder are the exclusive property of the Government.

5.2 The Contractor shall: employ security measures in accordance with NIST 800-95, Guide to Secure Web Services; NIST Special Publication 1800-16, Securing Web Transactions; and ensure each API utilizes an approved Public Key Infrastructure (PKI) certificate management system. The Contractor shall secure audit, transaction, and security event logs either by transmitting the log data via an encrypted API, socket or network connection, or by encrypting the log data before transferring them via an unencrypted or encrypted channel.

The Contractor shall employ, at a minimum, all requirements related to encryption of data at rest or in transit as codified within NIST 800-171 Special Publication Revision 2, Protecting Controlled Unclassified Information in Nonfederal Systems and Organizations.

Any costs associated with such programs or with obtaining passes will not result in additional expense to the government.

5.3 The Contractor is prohibited from sharing, disclosing, or selling any information related to the deliveries, including but not limited to delivery schedules, customer details, order specifics, and any other proprietary data provided by DeCA, with any third parties unless allowed under Paragraph 4.1. The Contractor is responsible for implementing safeguards to protect this sensitive information and ensure it is used solely for the purpose of fulfilling the delivery requirements outlined in this agreement. Any breach of this provision will be considered a serious violation of the contract and may result in penalties, including termination of the agreement.

6. Military Installation Access

6.1 The Contractor is responsible for obtaining installation access as required for all Contractor personnel entering any installation where an Originating Commissary or customer delivery destination is located, and shall ensure that personnel have proper access.

6.2 The Contractor is responsible for ensuring full compliance with all installation access procedures.

Installation access includes, but is not limited to, obtaining applicable installation passes, being subject to inspections for vehicles and personnel, and complying with installation policies, procedures, and standards of conduct. Contractor personnel may also be subject to background security checks and clearances in order to obtain credentials for passes. Some installations use programs such as RAPIDGate, which may result in a cost to the Contractor, and increasing numbers of installations require REAL ID. Any costs associated with such programs or with obtaining passes will not result in additional expense to the government.

7. Government Key Personnel.

The name, title and contact information for Government Key Personnel will be provided at contract award and updated within three business days when a change occurs. Below is a list of the roles and responsibilities of the Government Key Personnel.

Contracting Officer: The Contracting Officer is the only individual authorized to enter into, administer, change, and terminate contracts. The Contracting Officer is responsible for ensuring that all contract actions comply with appropriate laws, executive orders, regulations and other applicable procedures and approvals.

Contract Specialist: The Contract Specialist assists the Contracting Officer with day-to-day contract administration.

Contracting Officer’s Representative: The Contract Officer Representative (COR) for the requiring office is responsible for contractual compliance.

DeCA Resource Management: This individual is responsible for working with the Contractor to resolve issues and approves invoicing for payment.

Commissary Officer. The Commissary Officer is the requiring activity individual who is responsible for overall management and operation of a commissary store to include operating within Agency policy and standards. The Commissary Officer responds to the support requirements of patrons, meets with consumer groups, and acts as the liaison for DeCA at the installation level.