Attachment 2 PWS 9 3 25.docx

PERFORMANCE WORK STATEMENT

Dated September 03 2025

Tour Services Contract

Bureau of Engraving and Printing, Washington, DC

District Currency Facility (DCF)

PART 1

GENERAL INFORMATION

1.0 General: This is a non-personal services contract to provide Tour Guide Services for the Bureau of Engraving and Printing (BEP) in Washington, DC at the DCF Tour and Visitor Center (TVC). The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government.

1.1 Description of Services/Introduction: The Contractor shall provide all personnel, including labor and supervision, training, and other items and services necessary to facilitate and manage TVC operations as defined in this Performance Work Statement (PWS) except for those items specified as government furnished property and services. The Contractor shall perform to the standards in this contract.

1.2 Background: The BEP is a component of the Department of the Treasury that designs, engraves, and prints United States (U.S.) paper currency and other U.S. security products. Paper currency operations are conducted at both the BEP's Washington, D.C. and Fort Worth, Texas facilities. The BEP is the U.S. Government's security printer and, as such, is a closed, high-security manufacturing facility. The DCF is located at 14th and C Street, SW, Washington, D.C., 20228. The DCF began operations in 1862. As a free service to the public, the BEP provides educational, indoor-guided walking tours to over approximately 230,000 visitors per year. The tour allows visitors to see how paper currency is made and includes a discussion of counterfeit deterrent features. The TVC is compliant with the American with Disabilities Act (ADA). Visitors range in age, demographics, and level of understanding of the currency manufacturing process. The TVC consists of an enclosed, elevated walkway suspended over the production floor that allows visitors to view the paper currency production operations, and a retail sales area where visitors may view exhibits telling the history of paper currency, the production process and technology.

1.3 Objectives: All Contractor staff and key personnel qualifications SHALL MEET the specific minimum requirements, including the Contractor certification requirements as set forth in 1.6.11.6.

The Contractor shall ensure a sufficient number of personnel are available during defined hours of operation to provide appropriate coverage for visitors, special guests, and other groups. It shall be the Contractor's responsibility to determine if staffing provides adequate coverage and adheres to their Quality Control Plan (QCP).

In the performance of this contract, the Contractor shall:

· Provide a meaningful tour and educational experience to all audiences with the highest level of customer service.

Provide advanced public education at all levels as it relates to the history and production of United States paper currency and the features that secure it.

· Answer questions regarding the retail sales of paper currency items.

· Provide safe and reliable tours for the general public, persons with accessibility needs, groups, and special guests.

1.4 Scope: Tour responsibilities include providing guided tours; answering tour office phones and scheduling tours; staffing the information desk; managing visitor flow; processing visitor reservations; disseminating tickets, and all other requirements as defined in this Performance Work Statement (PWS).

The goal in this contract is to provide a service that meets or exceeds the public's expectations of the BEP as a world-class securities printer and to communicate to visitors to the Washington DC Facility (DCF) the significance of currency manufacturing, currency history, and currency safeguards.

1.5 Period of Performance: The period of performance shall be for one (1) Base Year of 12 months and four (4) 12-month option years. The Period of Performance reads as follows:

1.6 General Information

1.6.1 Quality Control: Quality Control (QC) is the responsibility of the Contractor. The Contractor is responsible for the delivery of quality services/supplies to the Government.

1.6.1.1 The Contractor shall develop, implement and maintain an effective Quality Control System to ensure services are performed in accordance with this PWS. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The Contractor's Quality Control Plan (QCP) is the means by which the contractor ensures themselves that work complies with the requirement of the contract. The QCP shall provide the Contractor's Project Manager (PM) and management with an effective and efficient method of identifying and correcting problems before the level of performance becomes unacceptable.

1.6.1.2 The QCP shall implement a standardized procedure/methodology for monitoring and documenting contract performance to ensure all contract requirements are met. The Contractors' QCP must contain a systematic approach to monitor operations to ensure acceptable services/products are provided to the Government. The QCP shall at a minimum address the following:

· Background and Rationale for the System

· Objectives in using Quality Control

· Successes with and updates for the system

1.6.1.3 Tour Service Quality Control Process:

· Roles and Responsibilities

· Steps and Flow Diagram

· Process of Conducting a Tour

· Procedures for Identifying and Resolving Problems

· Specific Quality Control Functions

Discrepancy identification and correction; corrective action procedures to include procedures for addressing Government discovered non-conformances; and corrective action to prevent re-occurrence of discrepancies

· Procedures for Conducting and Documenting Inspections

· Labor Practices (hiring, retention and rewards and substitutions)

· Accounting and Billing Practices

· Security Compliance

· Contingencies

· Safety Plan

· Special Event or Emergency Situations

· Procedures to be used

· Obtaining additional employees

· Strike Contingency Plan

The Contractor shall provide their QCP inspections, inspection results, and dates and details of corrective actions upon COR request or termination or completion of the contract.

The QCP shall be submitted to the Contracting Officer (CO) electronically and hard copy within 10 days from start of full performance duties. The Contractor shall ensure that all changes are made to the plan when required by the CO and returned to the CO within 5 days thereafter. After acceptance of the QCP the Contractor shall receive the CO's acceptance in writing of any proposed change to the QC system.

1.6.2 Quality Assurance: The Government shall evaluate the Contractor's performance under this contract in accordance with clause FAR 52.246- Inspection-Time and Material and Labor Hour. The Government intends to follow various surveillance methods, including the Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on what the Government must do to ensure that the contractor has performed in accordance with the performance standards.

1.6.3 Federal Government Holidays: The contractor is not required to perform services on holidays, to include but not limited to, additional Federal Holiday closures established by Executive Orders.

1.6.4 Hours of Operation: Contractor is responsible for conducting business, during TVC operational days except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. Duty hours are noted below. Any work that would incur additional costs shall be performed at the written direction of the CO only and no other individual. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential.

The Contractor shall staff the TVC during the following hours of operation:

· Performance shall take place Monday through Friday

· 45 minute tours for the general public are offered every 15 minutes Monday through Friday, with the exception of Federal Government holidays and as an efficiency measure, is also closed the week between Christmas and New Year's Day (seasonal closing dates may vary by year).

· The Contractor shall secure the work areas at closing

· Peak Season Tours: March through August), During spring and summer months, tour will be provided from 8:00 a.m. to 4:00 p.m. Extended spring and summer hours begin the first Monday of the National Cherry Blossom Festival in late March and extend through the last Friday before Labor Day.

· Non-Peak Season Tours: (September through February), tours will be provided from 8:00 a.m. to 2:00 p.m. Non-peak season begins the weekday following Labor Day and ends the Friday before the National Cherry Blossom Festival begins.

Please see "Workload Estimates" (Attachment 3) for historical data on the frequency of guided tours.

8:00 a.m. to 5:00 p.m., year-round for Project Manager and Tour Scheduler 7:15 a.m. to 4:00 p.m., (Non-peak Season) Lead Tour Guides and Tour Staff 7:15 a.m. to 5:30 p.m., (Peak Season) Lead Tour Guides and Tour Staff

1.6.4.1 BEP Year End Shutdown: The BEP's Year End Shutdown period typically occurs December 25 through January 1 of each year. Any deviation of these dates will be provided to the Contractor by the COR at least 30 days in advance of this closure. The Contractor will not be permitted to perform any of the required services during this period unless specifically authorized in writing by the CO.

1.6.4.2 Office Closure: Extreme weather conditions, other acts of nature, routine fire and safety drills, or other external occurrences may warrant office closure or a delay in normal operating hours. The COR will inform the Contractor of these operating decisions. The BEP reserves the right to change hours of operation at any time as needed for operational purposes. The Contractor shall maintain the capability to respond to an emergency situation with qualified personnel for an extended schedule or on a curtailed basis, as directed by the CO.

1.6.4.3 Unscheduled Closures: The BEP DCF may close due to an unscheduled closure (e.g., public health emergency, weather-related, etc.). Unscheduled closures are determined by BEP or OPM. In the event of an unscheduled closure, the Contractor shall perform the following tour-related duties:

Ad Hoc Telework: The tour key personnel are the only tour staff capable and eligible of teleworking

Be prepared to telework if there is any chance of bad weather Be responsible for checking the Washington, DC operating status via OPM.gov.

Provide two key personnel to telework within the roles duty hours. The two key personnel roles permitted to telework are the project manager and tour scheduler. The SLT and LTG are considered backups for the project manager and/or tour scheduler if they are not available or not scheduled to work.

Notify the COR of the working roster by 7:15 a.m. via email.

Alert the key personnel and tour staff of the closure.

Respond to tour inquiries by phone or email.

Ensure the connection to answer tour office phone calls via laptop.

Sign up for BADS to receive BEP operating status alerts.

1.6.4.4 Unscheduled Delays: The BEP DCF may open with a delay due to a public health emergency, weather-related event, etc. Delays are determined by BEP or OPM. All onsite tour-related contract activities will be cancelled while the BEP facility is closed. Tour activities will resume in operating hours. Working hours begins when the facility opens. In the event of an unscheduled delay, the Contractor shall:

Be responsible for checking the Washington, DC operating status via OPM.gov.

Report to work on time and are not eligible for telework.

Delayed Opening Start Times - Examples

1.6.4.5 BEP Early Dismissals - The BEP early dismissals, typically issued before holidays, are reserved for BEP employees, only. The BEP employee early dismissals do not affect tour operating hours. The Contractor shall perform required services during this period unless specifically authorized in writing by the CO or COR. BEP early dismissals are distinct from notification of delays and closures by executive orders and the Office of Personnel Management (OPM) for the Washington, DC area.

1.6.5 Place of Performance: The work to be performed under this contract will be performed at:

Bureau of Engraving and Printing 14th and C. Streets, S.W. Washington, D.C. 20228

1.6.6 Type of Contract: The government will award a Labor Hour contract.

1.6.7 Security Requirements: Contractor personnel performing work under this contract must have the following level of security as indicated below, at time of the proposal submission and must maintain the level of security required for the life of the contract:

Level of Security. The Contractor shall provide employees capable of passing the following level of security investigations as indicated for each employee position during the duration of the Contract:

Contractor employees must successfully complete the government required background check form associated with their designated risk level. The Contractor shall provide sufficient, competent, and qualified personnel that are: U.S. citizens (for high risk background check positions); U.S. citizens or lawful permanent resident alien with at least three or more years of U.S. residency from the date of legal entry to the U.S. (for moderate risk background check positions); and U.S. citizen or lawful permanent resident alien (for low risk background check positions); and are fully able to pass the mandatory BEP security clearance required of all personnel staffing this contract. Personnel Security (in conjunction with the COR) is responsible for assigning appropriate Position Risk and Sensitivity Levels to all positions occupied by Contractor employees. The position sensitivity of all positions occupied by Contractor employees performing under this Contract are designated as Non-Sensitive. Access to BEP and placement in these positions require that BEP conduct an appropriate background investigation, and that it be favorably adjudicated. All individuals requiring access to BEP will complete and submit the required security investigative forms through the National Background Investigation Services e-Application (eApp) system within three (3) work days of receipt to the Personnel Security Division.

BEP will perform the first background check for each position at no cost to the Contractor. The cost of any subsequent background checks made necessary because of the failure of the first applicant shall be borne by the Contractor.

The Contractor shall submit a current employee staffing chart upon contract award. As employee changes occur, the COR shall be notified immediately and updates must be provided to the COR within three (3) business days. The selected Contractor shall not provide access to employees, until written access authorization is provided by the Personnel Security Division. Contractors are responsible for reporting all changes concerning any of their employees, which may affect the suitability of their employees for access to BEP or placement in any of these positions, including additions or deletions, to the COR within five (5) days of the occurrence of the change.

The Contractor shall be required to furnish the COR with Personal Identifiable Information (PII) for contractor personnel that will support this requirement immediately upon contract award. The contractor will be required to provide PII such as full legal name, date and place of birth, social security number, home address, telephone number, etc. If there are any replacement employees, the Contractor shall be required to provide their PII within five (5) business days.

BEP reserves the right to deny access to its facilities following adjudicative guidelines set forth in Executive Order 13488 as amended and applicable supplemental directives to any individual about which an adverse suitability determination is made. Failure to submit the required security forms or to truthfully answer all questions contained in the security forms shall constitute grounds for denial of access.

1.6.7.1 Physical Security: The Contractor shall be responsible for safeguarding all Government equipment, information and property provided for Contractor use under this contract. All Government facilities, equipment, and materials shall be secured at all times. This contract requires access into the Controlled Industrial Area of the BEP. Contractor personnel shall recognize that BEP deals with sensitive information and other proprietary information, which are valuable, special, and unique assets. All information pertinent to BEP's information technology resources is highly sensitive and may not be released to third parties without the express, written consent of BEP. This information requires strict control procedures to preclude unauthorized disclosure or dissemination. Information pertinent to personnel is protected from unauthorized disclosure under the provisions of the Privacy Act of 1974 (5 U.S.C. 552a). Contractor personnel shall not divulge, disclose, or communicate in any manner, any information to any third party without prior written consent of the BEP. Contractor personnel shall protect information and treat it as strictly confidential and will abide by the security requirements of BEP. The contractor shall not release or disseminate official information related to inquiries, comments, or complaints that are made as a result of, or in connection, with the performance of this contract. The Contractor shall forward all comments and complaints to the COR.

As outlined in Attachment 1, the Performance Requirements Summary, records and documents of this contract shall be retained per BEP’s general records schedule, be stored in Government-issued locked cabinets at all times, and shall remain the property of the BEP (see 18 U.S.C. § 2071 for penalties regarding the destruction of official Government records. A violation of this paragraph shall be a material violation of this Contract. Should the Contractor receive or suspect they have learned of sensitive or classified information, the Contractor shall identify and report suspicions to the COR. Contractor personnel performing work under this Contract shall be subjects of background investigations, conducted by BEP’s Office of Personnel Security, prior to start of work under this Contract. Each Contractor employee performing under this Contract must successfully complete the Government required background check form at time of the proposal submission and must maintain the level of security required for the life of the Contract. The Contractor, or any of their employees, shall not disseminate or disclose any information concerning the operations and activities of the BEP that could result in, or increase the likelihood of, a breach of the facility's perimeter, internal security, or interrupt the continuity of its operations.

The COR will maintain a current listing of access requirements and provide that information to the Personnel Security Division. The Personnel Security Branch will inform the COR of all access denials. Denial of access to the BEP does not preclude employment of the individual concerned, by the Contractor, in any capacity not associated with the contract.

Liability Insurance: The Contractor shall be liable to BEP for any loss suffered for each negligent and/or willful act, and fraudulent or dishonest act(s), such as theft committed by Contractor personnel. The Contractor shall have or shall apply for the required bond, and provide documentation to the CO, within no less than ten (10) days after Contract award.

1.6.7.2 Key Control: The Contractor shall establish and 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. NOTE: All references to keys include key cards. No keys issued to the Contractor by the Government shall be duplicated. The Contractor shall develop procedures covering key control that shall be included in the Quality Control Plan. Such procedures shall include turn-in of any issued keys by personnel who no longer require access to locked areas. The Contractor shall immediately report any occurrences of lost or duplicate keys/key cards to the Contracting Officer. Government issued keys shall not be used by any person(s) other than the person(s) issued to and must be kept secure. Contractor employees shall not open locked areas to permit entrance of other persons. All keys shall be returned to the COR upon completion of the contract and prior to final payment. The Contractor shall implement control procedures for any Government furnished keys, badges.

1.6.7.2.1 In the event keys, other than master keys, are lost or duplicated, the Contractor shall, upon direction of the Contracting Officer, re-key or replace the affected lock or locks; however, the Government, at its option, may replace the affected lock or locks or perform re-keying. When the replacement of locks or re-keying is performed by the Government, the total cost of re-keying or the replacement of the lock or locks shall be deducted from the monthly payment due the Contractor. In the event a master key is lost or duplicated, all locks and keys for that system shall be replaced by the Government and the total cost deducted from the monthly payment due the Contractor.

1.6.7.2.2 The Contractor shall prohibit the use of Government issued keys by any persons other than the Contractor's employees. The Contractor shall prohibit the opening of locked areas by Contractor employees to permit entrance of persons other than Contractor employees engaged in the performance of assigned work in those areas, or personnel authorized entrance by the Contracting Officer.

1.6.7.2.3 Lock Combinations: The Contractor shall establish and implement methods of ensuring that all lock combinations are not revealed to unauthorized persons. The Contractor shall ensure that lock combinations are changed when personnel having access to the combinations no longer have a need to know such combinations. These procedures shall be included in the Contractor’s Quality Control Plan.

1.6.8 Special Qualifications: The contractor is responsible for ensuring all employees possess and maintain current CPR certifications consistent with, or provided by, the American Red Cross or American Heart Association during the execution of this contract. Certifications shall be provided to the COR prior to the end of phase in, and every (2) years thereafter.

1.6.9 Post Award Conference/Periodic Progress Meetings: The Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5. The contracting officer, Contracting Officers Representative (COR), and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance. At these meetings the Contracting Officer will apprise the contractor of how the Government views the Contractor's performance and the contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the government.

Written minutes of any such meeting shall be prepared by the Contractor and provided within five (5) work days of the meeting. The COR will review and approve for signature or recommend changes. Once the minutes are approved by the COR, they shall be signed by the PM and COR and be maintained in the contract file.

The Contractor shall develop a corrective action plan for each deficiency that specifies remedial and preventive actions to be taken by the Contractor. Time frames outlining completion estimates shall be specified in the corrective action plan. The plan shall be provided within five (5) work days of the meeting.

1.6.10 Contracting Officer Representative (COR): The (COR) will be identified by separate letter by the CO. The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance; maintain written and oral communications with the Contractor concerning technical aspects of the contract: issue written interpretations of technical requirements, specifications; monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies; coordinate availability of government furnished property, and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

1.6.11 Key Personnel: The following personnel are considered key personnel by the government: Project Manager (PM), Senior Lead Tour Guide (SLT), Lead Tour Guide (LTG) and Tour Scheduler (TS). The Contractor shall provide a PM who shall be responsible for the performance of the work. The names of all Key Personnel shall be submitted with their resumes in the Offeror’s proposal and shall also be reflected on the Contractor's organizational staffing chart/plan. The PM shall have full authority to act for the Contractor on all contract matters relating to daily operation of this contract. When the PM is temporarily unavailable to manage the contract for a period of longer than one business day, the SLT shall serve as the alternate representative and have full authority to act for the Contractor on all contract matters relating to daily operations of this contract. The contract manager or alternate shall be available between 8 a.m. – 5 p.m., Monday through Friday except Federal holidays or when the government facility is closed for administrative reasons.

At all times shall either the PM or the SLT, or both, be on-site and available during the hours of operation of the TVC. The on-site PM shall:

Have the requisite experience in managing a visitor center, public tour service as outlined in the PWS.

Provide to the COR within (1) day a trained alternate TS if the TS is unavailable to perform their duties and ensure continued customer service during the absence. The Contractor shall also provide a trained backup to assist the TS.

Should the Contractor decide to remove the key personnel from the contract for any voluntary or involuntary reason (e.g., promotion, attrition, long-term illness, impropriety, death, etc.), the Contractor shall notify the CO and the COR in writing immediately upon realizing that a change is imminent. The Contractor shall provide the CO and COR with the resume of the proposed replacement; and include the name of the person to be replaced.

The COR will notify the Contractor within five (5) working days of his/her decision to approve or reject the new individual or proposed substitution contingent upon successful completion of the BEP Personnel Security Background Check. The COR reserves the right to reject any individual proposed by the Contractor as a replacement to any of the key personnel positions listed above if the proposed replacement's qualifications do not meet the qualifications in 1.6.11.1, 1.6.11.2, 1.6.11.3, and 1.6.11.4.

Responsibilities and qualifications for key personnel are listed below:

1.6.11.1 Project Manager (PM): The Contractor shall provide a PM who shall be responsible for the performance of the work, serve as liaison with the COR and have full authority to act for the Contractor on all contract matters relating to daily operation of this contract.

Project Manager Qualifications: The PM shall have at least five (5) years of customer service experience with increasing responsibility in managing a public tour service and/or visitor center listed on his/her resume, which can be verified. Additionally, the PM shall have the knowledge, skills, ability and experience in the following:

At least one (1) year public speaking and/or communications experience presenting to larger groups (over 30 people), involving making high-level concepts accessible to a variety of ages, listed on their resume.

At least one (1) year computer experience using MS Office Suite applications.

Current CPR certification from a program consistent with, or provided by, the American Red Cross or American Heart Association.

Project Manager Responsibilities: The PM is responsible for managing all requirements of the contract. At a minimum, the PM responsibilities shall entail:

Obtain the COR’s review and approval prior to producing and distributing communications or proprietary BEP materials and information.

Responsible for updating the tour operations shared calendar with the COR-approved tour details.

Oversee, schedule, staff, and the ability to conduct tours on the currency production floor.

Submit weekly and monthly tour number reports to the COR and tracking/recording the number of visitors daily.

Ensure daily staff assignments have been distributed or delegate reporting responsibility to staff and COR by 8:00 am and prepare information packets and special requests from the COR are handled.

Notify the COR in writing on a monthly basis of all voluntary and involuntary contractor terminations and plans for staff replacement.

Communicate with the COR on a daily basis, or as determined by the COR (i.e., daily staffing levels, operational issues, etc.)

Exercise overall management responsibility for the contract effort, receive technical direction, and handle problems arising under the contract, such as, dismissals, disciplinary matters, etc. The PM is further responsible for coordinating matters of mutual concern with the BEP representatives. In the event questions of responsibility arise, they will be resolved by the COR or authorized representative.

Maintain CPR certifications from a program consistent with or provided by the American Red Cross or American Heart Association.

Perform CPR when police officers and health unit personnel are not immediately available.

Ensure all Contractors take annual required BEP training to include; EMS Training, Emergency Action Plan training and Emergency Evacuation Training, Safety, Fire/Building evacuations, Computer, Sexual Harassment and Ethics.

Ensure the Contractors complete the approved BEP tour operations training to include memorization of the tour script within a six-week timeline.

CPR Certification - The Contractor shall provide the COR with the CPR certification certificates by the end of completion of the BEP- approved training.

Ensure the Contractors complete the BEP-approved training modules by the fourth week after the tour guide’s start date. Inform the COR when a tour guide has completed and passed training within a day.

1.6.11.2 Senior Lead Tour Guide (SLT): The Contractor shall provide at least one (1) SLT to serve under this contract to oversee tour operations and to be fully knowledgeable to serve as the PM's alternate when the PM is temporarily unavailable to manage the contract for a period of longer than one business day.

Senior Lead Tour Guide Qualifications: The PM shall have at least four (4) years customer service experience with increasing responsibility in a public tour service and/or visitor center listed on their resume, which can be verified. Additionally, the SLT shall have knowledge, skills, ability and experience in the following:

At least one (1) year public speaking experience presenting to larger groups (over 30 people), involving making high-level concepts accessible to a variety of ages, listed on their resume.

At least one (1) year computer experience using MS Office Suite applications.

Current CPR certification from a program consistent with, or provided by, the American Red Cross or American Heart Association.

Senior Lead Tour Guide Responsibilities: The SLT is responsible for supervising, scheduling, and for reviewing the daily tour schedule and conducting an analysis of public feedback and tour numbers. At a minimum, the SLT responsibilities shall entail:

In the absence of the PM, ensure daily staff assignments have been distributed to staff and COR by 8:00am and prepare information packets and special requests from the COR are handled.

Assist the PM in the submission of weekly and monthly tour number reports to the COR and tracking/recording the number of visitors daily.

Conduct guided tours to a variety of visitors including Government officials, special visitors, school groups, civic groups and special interest groups.

Maintain current CPR certifications from a program consistent with or provided by the American Red Cross or American Heart Association.

Perform CPR when police officers and health unit personnel are not immediately available.

1.6.11.3 Lead Tour Guide (LTG): The Contractor shall provide at least one (1) Lead Tour Guide to serve under this contract to assist the SLT in overseeing tour operations.

Lead Tour Guide Qualifications: The LTG shall have at least three (3) years customer service experience with increasing responsibility working in a public tour service and/or visitor center listed on their resume, which can be verified. Additionally, the LTG shall have the knowledge, skills, and ability and experience in the following:

At least one (1) year public speaking experience presenting to larger groups (over 30 people), involving making high-level concepts accessible to a variety of ages, listed on their resume.

At least one (1) year computer experience using MS Office Suite applications.

Current CPR certification from a program consistent with, or provided by, the American Red Cross or American Heart Association and maintain certification throughout the life of the contract.

Lead Tour Guide Responsibilities: The LTG is responsible for assisting the SLT in supervising, scheduling, and reviewing the daily tour schedule. At a minimum, the LTG responsibilities shall entail:

Ensure assignments have been made for special tours, prepare packets for special groups, and handle special requests from the COR.

Conduct guided tours to variety of visitors including Government officials, special visitors, school groups, civic groups and special interest groups.

Maintain current CPR certifications from a program consistent with or provided by the American Red Cross or American Heart Association.

Perform CPR when police officers and health unit personnel are not immediately available

1.6.11.4 Tour Scheduler (TS): The Contractor shall implement an on-site Tour Scheduler to serve under this contract to oversee tour scheduling. This position is primarily sedentary.

Tour Scheduler Qualifications: The TS shall have at least two (2) years of customer service experience, including the handling of a large volume of inquiries listed on their resume, which can be verified. Additionally, the Contractor shall have:

At least one (1) year computer experience, including the use of reservation software and MS Office applications.

Tour Scheduler Responsibilities: The TS shall schedule all BEP tours, including, congressional, school groups, ASL tours, and other groups using a Government-provided tour scheduling software program. Additionally, the TS shall have the knowledge, skills, and ability and experience in the following:

Answer phones in the tour office between the hours of 8:00 a.m. and 5:00 p.m. daily responding to requests and conducting tour scheduling via the phone, email, fax, or mail.

Inform visitors prior to their arrival at the BEP what to expect, for example, they must arrive at least 15 minutes prior to scheduled tours to clear through security.

1.6.11.5 Alternate Tour Scheduler: When the TS is unavailable to perform their duties, the Contractor shall provide the COR a trained alternate within one (1) day of absence and ensure continued customer service during the absence. The Contractor shall also provide a trained backup to assist the TS. The Alternate Tour Scheduler will be required to perform all the duties of the TS, in section 1.6.11.4, in their absence.

1.6.11.6 Contractor Personnel Requirements: The Contractor shall provide tour employees who are articulate and possess at least a high school diploma or General Equivalency Diploma. The Contractor shall certify prior to the contract start date that all employees meet this requirement. The Contractor shall provide a resume of the prospective key personnel including the Project Manager, Senior Lead Tour Guide, Lead Tour Guide and Tour Scheduler(s).

The PM/or designated back-up shall be responsible for providing all Contractor personnel with detailed instruction regarding the rules and regulations related to BEP operations as applicable to this contract. The Contractor must comply with all environmental, safety and health regulations including related BEP procedures and policies, especially 75D-07.0-04 EHS Contractor Requirements at DCF (which shall be provided). The Contractor must also comply with all applicable Privacy Act regulations governing personal and confidential information. The Contractor shall inform Contractor employees of any changes to rules and regulations throughout the life of the contract and shall ensure personnel understand and adhere to changes upon implementation.

The Contractor shall provide tour employees who are customer service friendly, proficient and fluent in the English language (reading, writing, speaking and comprehension) to be available for the guided tours and to discuss the exhibits and displays and promotional events throughout the Tour.

The Contractor shall provide a staff person who is a qualified American Sign Language (ASL) interpreter able to interpret effectively and accurately, both receptively and expressively, using any necessary specialized vocabulary available on-call within two (2) business days of Government request, to provide advance-scheduled guided sign language tours. The Contractor shall certify prior to the end of the Phase-In Period that this requirement is met. The Government requires that these tour employees will be available to conduct these tours on an ad-hoc basis.

Contractor shall maintain proper conduct and behavior of employees using computers and cellphones at the BEP. Prohibited websites, (i.e. pornographic, gaming, etc.) are not to be accessed by Contractor's employees on any of the computers at the BEP.

1.6.11.7 Training: The Contractor shall ensure that all personnel are, and remain throughout the life of the contract, properly trained and certified to perform all tasks required by this PWS as assigned in the staffing plan. The Contractor shall certify prior to contract start that all employees shall meet this requirement. Maintenance of CPR and First Aid certification shall be at the Contractor's own expense.

1.6.12 Identification of Contractor Employees: All contract personnel (to include subcontractors) attending meetings, answering Government telephones, and working in other situations where their Contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by Contractors are suitably marked as Contractor products or that Contractor participation is appropriately disclosed. All Contractor personnel shall clearly identify themselves as a Contractor and shall be required to wear identification (ID) badges in a visible location on the front of exterior clothing, above the waist, (except when safety or health reasons prevent such placement). ID badges shall be worn at all times when performing work. ID badges shall have an identification picture, and shall state the name of the individual and the company they represent. A listing of issued identification cards shall be furnished to the Contracting Officer prior to the contract performance date and updated as needed to reflect Contractor and Subcontractor personnel changes. Contractor personnel are prohibited from possessing weapons, firearms or ammunition, on themselves or within their Contractor-owned or privately owned vehicle while on BEP premises. A Government issued ID shall be required for all employees on the job site and shall be worn by employees at all times while on the job site. Lost or replacement badges shall be provided by the Government.

1.6.13 Supervision of Contractor Employees: The Government will not exercise any supervision or control over Contractor or subcontractor employees while performing work under the contract. Such employees shall be accountable solely to the Contractor, not the Government. The Contractor, in turn, shall be accountable to the Government for Contractor or subcontractor employees.

1.6.14 Data Rights: In accordance with FAR 52.227-14, Rights in Data - General, the Government will have unlimited rights to use, duplicate, or disclose such Contractor publications, including the SOP deliverable, in whole or part, in any manner and for any purpose whatsoever. In the event the follow-on contract is awarded to a different Contractor, the incumbent Contractor's publications shall be made available upon commencement of phase-in period to the successor Contractor for information purposes until the successor Contractor publications are published and approved by the Government. These documents and materials may not be used or sold by the contractor without written permission from the Contracting Officer. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other Government rights.

1.6.15 Organizational Conflict of Interest: Contractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the Contracting Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such OCI. The Contractor's mitigation plan will be determined to be acceptable solely at the discretion of the Contracting Officer and in the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may affect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.6.16 Continuity of Services: Phase In/Phase Out Period: To minimize any decreases in productivity and to prevent possible negative impacts on additional services, the Contractor shall have personnel on board, during the sixty (60) days phase in/ phase out periods.

1.6.16.1 Phase-In Period: The Contractor is required to begin phase-in after its key personnel are successfully cleared by BEP security. The Contractor is required to respond promptly to all BEP requests for information including, but not limited to, electronically submitting security forms and attending security interviews. Successfully completed background forms, required documentation, and fingerprints for key personnel are due no later than fourteen (14) business days prior to anticipated start dates, taking note of the BEP Year-End Shutdown dates (from Christmas Day to New Year's Day) and Federal Government holidays. The Contractor is also advised to submit non-key personnel for clearing no less than three (3) weeks prior to their individual anticipated start dates.

1.6.16.1.1 During this Phase-in period, the Government will provide the Contractor with access to both Government personnel and outgoing Contractor personnel familiar with the operations and functions required to be performed in relation to TVC services and BEP policies. During this Phase-In period, the Contractor shall become familiar with the contract requirements in order to commence full performance. After the Contractor's key personnel are trained during the Phase-In Period, it is the Contractor's responsibility to ensure that Contractor personnel are fully trained on all contract-related aspects of the Government and BEP policies, regulations, and contract requirements.

1.6.16.1.2 Phase-Out Period: To ensure a smooth transition to the successor Contractor and to prevent possible decreases in productivity or service quality, the incumbent Contractor shall, up to 60 calendar-days before contract termination date, furnish phase-in training on daily TVC operations to the incoming Contractor. Phase-in training includes, but is not limited to, procedures for opening, closing, audio, video, radio equipment, safety, scheduling tours, and required Government-provided computer software programs. During this period, the incumbent Contractor shall make available to key incoming Contractor personnel, a representative of the incumbent Contractor that is versed in the operation of the functions to be performed.

PART 2

DEFINITIONS & ACRONYMS

2.0 DEFINITIONS AND ACRONYMS:

2.1. DEFINITIONS:

2.1.1 CONTRACT SPECIALIST. The official Government representative delegated authority by the Contracting Officer to administer a contract. This individual is normally a member of the appropriate Contracting/Procurement career field and advises on all technical contractual matters.

2.1.2 CONTRACTOR. A supplier or vendor awarded a contract to provide specific supplies or services to the government. The term used in this contract refers to the prime.

2.1.3 CONTRACTING OFFICER. A person with authority to enter into, administer, and/or terminate contracts, and make related determinations and findings on behalf of the government. Note: The only individual who can legally bind the government.

2.1.4 CONTRACTING OFFICER'S REPRESENTATIVE (COR). An employee of the U.S. Government appointed by the contracting officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the Contractor as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.5 DEFECTIVE SERVICE. A service output that does not meet the standard of performance associated with the Performance Work Statement.

2.1.6 DELIVERABLE. Anything that can be physically delivered, but may include non-manufactured things such as meeting minutes or reports.

2.1.7 GOVERNMENT-FURNISHED PROPERTY (GFP) or GOVERNMENT PROPERTY (GP). Property in the possession of, or directly acquired by, the Government and subsequently made available to the Contractor.

2.1.8 KEY PERSONNEL. Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel listed in the PWS. When key personnel are used as an evaluation factor in best value procurement, an offer can be rejected if it does not have a firm commitment from the persons that are listed in the proposal.

2.1.9 PHYSICAL SECURITY. Actions that prevent the loss or damage of Government property.

2.1.10 QUALITY ASSURANCE. The government procedures to verify that services being performed by the Contractor are acceptable in accordance with established standards and requirements of this contract.

2.1.11 QUALITY ASSURANCE SPECIALIST. An official Government representative concerned with matters pertaining to the contract administration process and quality assurance/quality control. Acts as technical advisor to the Contracting Officer in these areas.

2.1.12 QUALITY ASSURANCE SURVEILLANCE PLAN (QASP). An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance.

2.1.13 QUALITY CONTROL. All necessary measures taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements.

2.1.14 SUBCONTRACTOR. One that enters into a contract with a prime contractor. The Government does not have privity of contract with the subcontractor.

2.1.15 WORK DAY. The number of hours per…