Attachment 4 - ESC CSCS Task Statement of Work Scanner Support.docx

Enterprise Services Center (ESC)

AMK-260

CUSTOMER SERVICE CENTER

SUPPORT

Task Statement of Work (TSOW) Scanner Support Attachment 4

Enterprise Services Center, AMK FAA Media Solutions, AMK-263 February 14, 2022

1. General: All contractor personnel for this task will be located at the Mike Monroney Aeronautical Center (MMAC), (Modular Building 212 and Headquarters Building) in Oklahoma City, Oklahoma.

1.1. Period of Performance: Base Year + four, one-year options (if optioned)

1.2. Hours of Operation: Hours of operation are: 0700 AM to 1630 PM; At a minimum staffed with (2) General Clerk IIIs from 0700 to 1530; (1) General Clerk III from 0800 to 1630 and (1) Administrative Assistant from 0800 to 1630. Hours are subject to change due to workflow and capacity. Work may be needed/required within the overall contract hours of operation of 0600-1800. Any changes to the staffing must be coordinated and approved by the Contracting Officer’s Representative (COR).

1.3. On the Job Training: FAA will provide initial on the job training for any new system requirements or procedures to all affected contract employees. At training completion, FAA will provide a training record document noting the: 1) job function; 2) competency required; 3) training completion date; 4) name and signature of the instructor/mentor; 5) name and signature of the contract employee. Within three (3) months after a contract employee assumes the assigned position, the contract Program Manager (PM)/supervisor must evaluate the employee’s job performance and certify, by dating and signing the training record below the competency statement, that the contract employee is fully trained in the assigned function and is performing in that function as expected by FAA. The Contractor will perform any and all subsequent training for its employees and provide the same documentation as described above.

1.4. Quality Control: The maximum allowable error rate for each skill category position within the task must be four percent (4%). The contractor must take immediate remedial steps for any contract employee that has been successfully trained and who exceeds their respective error rate for two months within a six (6) month period. The contractor must notify the Contracting Officer’s Representative (COR) what steps for remedy will be taken.

1.5. Desk Guidelines: The Contractor must maintain and update current desk guidelines (work guides) that exist for each of the contract functions addressed in this Statement of Work. An electronic copy of each revision must be supplied to the COR and the Contractor must maintain the current version on a designated Registry server for access by the contract workforce via government-supplied computer equipment. At the end of the contract period, the contractor must provide an electronic copy of all current desk guidelines to the COR or other program office representative.

1.6. Cross-Training: The Government authorizes the Contractor to cross-train its employees in other than the employee’s primary function for the purpose of being prepared to continue work in the event of absences.

1.7. Telework: Telework will not be performed on this task.

1.8. Travel: No travel will be authorized for this task.

1.9. Training: Reference section 2.10 of the PWS

2. Definitions: As used throughout this Statement of Work, the following terms must have the meanings as set forth:

2.1. ESC: Enterprise Services Center

2.2. CO: Contracting Officer

2.3. COR: Contracting Officer’s Representative

2.4. MOD: Modular Building

2.5. FAA Media Solutions Scanning Hours: 7:00 a.m. to 4:30 p.m.

2.6 FAA: Federal Aviation Administration

2.7. Quality Control Program: The compilation of all measures taken by the Contractor to ensure that the quality of an end product or service must meet the contract requirements regarding timeliness, accuracy, appearance, completeness, consistency, and conformance with appropriate standards and specifications

2.8. Record: The entire set of data gathered and stored within an FAA database that may be viewed via computer to accomplish indexing and researching of source documents

2.9. SOW: Statement of Work

2.10. Workstation: The government-provided cubicle furniture and computer equipment utilized by a contract employee to perform assigned duties

2.11. QA: Quality Assurance

3. Workspace and Equipment / Government Furnished Equipment

3.1. Reference section 3 of the PWS.

4. Required Tasks

4.1. FAA Media Solutions, AMK-263, requires a variety of administrative services including: mail opening, scan batch preparation, document sorting/assembly, record batching, record updating, data entry, document imaging, database processing, front desk coverage, technical document development, and general clerical support including correspondence development, maintaining work action logs, and answering general questions from FAA Media Solutions customers. The following specific tasks reflect each major requirement of the Task Statement of Work.

4.2. Unit Assistant (Administrative Assistant) : Hours are 7:30 a.m.-4:00 p.m. and the principal duties and responsibilities of the Unit Assistant are to:

4.2.1. Interact with the Program Manager, Alternate Program Manager, contract Supervisor, SME’s, FAA supervisors, COR, program analysts and Unit Manager of the FAA Media Solutions in preparation and maintenance of various reports. Provide oversight and direction to all contractors assigned to FAA Media Solutions scanning efforts.

4.2.2 Receives incoming calls and greets visitors in a courteous and professional manner. Responds to general inquiries and refers specific inquiries concerning division and other programs to appropriate staff member, division, or office.

4.2.3 Responds to inquiries from agency personnel, applicants, and the general public concerning printing and distribution work orders. Refers inquiries to appropriate specialist or assistant when necessary.

4.2.4 Responds to requests for printing and distribution requests received by telephone, voice mail, correspondence, electronic mail, or facsimile. Photocopies form letters, applications, etc. Prepares mailing labels, assembles requested information, and mails it to applicants.

4.2.5 Updates records in accordance with prescribed policy and procedures. Update spreadsheets and price print work orders with simple addition. Print work orders, prepare mailing labels, and send them to the appropriate department.

4.2.6 Prepares work orders to be printed by print shop. This may include typesetting, file manipulation, file organization and customer interaction.

4.2.7 Monitor print and scan systems queue; and initiate printing and scanning. Monitor in-house print queue and work bins set up of jobs and printing using High speed state of the art printers and software requiring minimal labor support.

4.2.8 Operate all equipment including but not limited to high speed laser printers, large format printers, impact printers, color printers and scanners and shredder.

4.2.9 Apply knowledge for setting up print jobs, scanning and proper document destruction. Including those requiring special setup of forms, fonts, signatures, merges.

4.2.10 Perform reprint and corrections of jobs from servers or printers as needed on a daily basis.

4.2.11 Utilize scanners to produce digital copies of documents for retention purposes. Scanned documents will be stored on Alto server, various local, network and cloud storage devices.

4.2.12 Quality check all work verifying that it is correct and of acceptable quality. Jobs are reviewed on a job by job basis.

4.2.13 Insure all jobs are delivered according to instructions.

4.2.14 Load printers/scanners with appropriate paper or forms. This may require moving of pallets of paper and lifting of boxes weighing up to approximately 40 pounds. These functions may be performed daily.

4.2.15 Apply knowledge as needed for basic & preventative maintenance and cleaning of printing / scanning machines. Such as adding toner, cleaning sheets, fuser oil, staple wire, ribbons, rollers, paper, removal of paper jams, vacuuming and cleaning of machine as needed.

4.2.16 Inventory of printing supplies such as paper, ribbon, toner, developer, tape binds, GBC, fuser oil, film, etc. to be done bi-weekly and order placed to appropriate government personnel as needed.

4.2.17 Log calls for printer maintenance and document purpose of call and action taken by vendor as needed.

4.2.18 Exerting force to lift up to 50 pounds occasionally.

4.2.19 Collecting and distributing print and scan jobs for customers as needed.

4.2.20 Reading and following work instructions and policies necessary for processing jobs.

4.2.21 Destruction of media as needed through a commercial shredder.

4.2.22 Support for other functions within the Media Solutions Unit, as designated by the government.

4.3 Subject Matter Expert (SME) (General Clerk III): This task requires three contract employees to provide oversight and direction in addition to regular functions in their work areas and according to SOW sections as indicated in the table below. Whenever possible, vacancies for these positions must be backfilled utilizing experienced personnel from within the work function.

4.3.1 Receives incoming calls and greets visitors in a courteous and professional manner. Responds to general inquiries and refers specific inquiries concerning division and other programs to appropriate staff member, division, or office.

4.3.2 Responds to inquiries from agency personnel, applicants, and the general public concerning printing and distribution work orders. Refers inquiries to appropriate specialist or assistant when necessary.

4.3.3 Responds to requests for printing and distribution requests received by telephone, voice mail, correspondence, electronic mail, or facsimile. Photocopies form letters, applications, etc. Prepares mailing labels, assembles requested information, and mails it to applicants.

4.3.4 Updates records in accordance with prescribed policy and procedures. Update spreadsheets and price print work orders with simple addition. Print work orders, prepare mailing labels, and send them to the appropriate department.

4.3.5 Prepares work orders to be printed by print shop. This may include typesetting, file manipulation, file organization and customer interaction.

4.3.6 Monitor print and scan systems queue; and initiate printing and scanning. Monitor in-house print queue and work bins set up of jobs and printing using High speed state of the art printers and software requiring minimal labor support.

4.3.7 Operate all equipment including but not limited to high speed laser printers, large format printers, impact printers, color printers and scanners and shredder.

4.3.8 Apply knowledge for setting up print jobs, scanning and proper document destruction. Including those requiring special setup of forms, fonts, signatures, merges.

4.3.9 Perform reprint and corrections of jobs from servers or printers as needed on a daily basis.

4.3.10 Utilize scanners to produce digital copies of documents for retention purposes. Scanned documents will be stored on Alto server, various local, network and cloud storage devices.

4.3.11 Quality check all work verifying that it is correct and of acceptable quality. Jobs are reviewed on a job by job basis.

4.3.12 Insure all jobs are delivered according to instructions.

4.3.13 Load printers/scanners with appropriate paper or forms. This may require moving of pallets of paper and lifting of boxes weighing up to approximately 40 pounds. These functions may be performed daily.

4.3.14 Apply knowledge as needed for basic & preventative maintenance and cleaning of printing / scanning machines. Such as adding toner, cleaning sheets, fuser oil, staple wire, ribbons, rollers, paper, removal of paper jams, vacuuming and cleaning of machine as needed.

4.3.15 Inventory of printing supplies such as paper, ribbon, toner, developer, tape binds, GBC, fuser oil, film, etc. to be done bi-weekly and order placed to appropriate government personnel as needed.

4.3.16 Log calls for printer maintenance and document purpose of call and action taken by vendor as needed.

4.3.17 Exerting force to lift up to 50 pounds occasionally.

4.3.18 Collecting and distributing print and scan jobs for customers as needed.

4.3.19 Reading and following work instructions and policies necessary for processing jobs.

4.3.20 Destruction of media as needed through a commercial shredder.

4.2.21 Support for other functions within the Media Solutions Unit, as designated by the government.

5. FAA Security

5.1 Due to the extreme sensitivity of the data involved with the day to day business of AMK-223C, the Contractor must perform their services in accordance with FAA Procedures and regulations. The Contractor must maintain compliance with DOT/FAA Orders and Regulations. No part, or parts, of the project materials or information may be released or disclosed to any person, or persons, outside of "those persons representing AMK-223C development and/or operations who have a need to know", or personnel representing the DOT and/ or FAA Security offices. This applies to all materials, software, and data used in conjunction with this task, or reports generated.

5.2 Privacy and Security Requirements Although it may not be labeled as such, the contractor is hereby informed that all access to application information is "FOR OFFICIAL USE ONLY". Any disclosure of information contained in these application systems will be considered in violation of the privacy and security requirements. Violators will be removed immediately.

5.3 Privacy The Contractor must be responsible for the utmost confidentiality regarding this activity. Information provided to the Contractor is subject to provisions in the Privacy Act, and the rules of conduct cited in the Act are applicable. All information must be protected from unauthorized disclosure. The Contractor is prohibited from releasing any information labeled "FOR OFFICIAL USE ONLY" unless authorized in writing by the FAA.

All Contractor personnel staff must comply with non-disclosure agreements as required by the Federal Government. Copies of signed Non-Disclosure agreements must be provided to the COR.

Because of the sensitive nature of the information associated with this activity; only those individuals who have a need to know are permitted to view the information.

5.3 Disclosure of Information - Interagency Agreements: Disposal of sensitive waste materials (such as computer printout, carbon paper, magnetic media, computer hard drives or documentation) must meet the requirements of DOT/FAA Order 1370.121.

All material processed or reproduced pursuant to the contract must be treated as confidential and the provisions of 26 CFR 301.6103(n) -1 apply.

Any Department of Transportation information available, that is marked "For Official Use Only", must be used only for the purposes of carrying out the provisions of this agreement and must not be divulged or made known in any manner to any person except as necessary in the performance of this agreement.

5.4 Disclosure of Information - Criminal/Civil Sanctions It is incumbent upon the Contractor to inform its officers and employees of the penalties for improper disclosure imposed by the Privacy Act of 1974, 5 U.S.C. 552a. Specifically, 5 U.S.C 552a(i)(1), which is made applicable to Contractors by 5 U.S.C. Paragraph 552a(m)(1), provides that any officer or employee of a Contractor, who by virtue of his/her employment or official position, has possession of or access to agency records which contain individually identifiable information, the disclosure of which is prohibited by the Privacy Act or regulations established thereunder, and who knowing that such disclosure of the specific material is so prohibited, willfully discloses the material in any manner to any person or agency not entitled to receive it, must be guilty of a misdemeanor and fined not more than $5,000.

5.5 Disclosure of Information - Official Use Only Sanctions Each officer or employee of the Contractor or subcontractor at any tier to whom "For Official Use Only" information may be made available or disclosed, must be notified in writing by the Contractor of “Official Use Only” purpose and disclosure consequences. Disclosure of unauthorized information herein, may subject the offender to criminal sanctions imposed by 18 U.S.C 641 and 3571. Section 641 of 18 U.S.C. provides, in pertinent part., that whoever knowingly converts to his use of another, or without authority, sells, conveys, or disposes of any record of the United States or whoever receives the same with the intent to convert it to his use or gain, knowing it to have been converted, must be guilty of a crime punishable by a fine or imprisoned up to ten years or both.

5.6 Disclosure of Information – Safeguards: In Performance of this task, the Contractor agrees to comply with, and assume responsibility for, compliance by his/her employees with the following requirements:

5.6.1 All work must be performed under the supervision of the Contractor or Contractor's Responsible employees.

5.6.2 Information made available in any format must be used only for the purpose of carrying out the provisions of this contract. Information contained in such material must be treated as confidential and must not be divulged or made known in any manner to any person except as may be necessary in the performance of this task. Disclosure to anyone other than an officer or employee of the Contractor requires written approval of the Federal Aviation Administration. Requests to make such disclosures should be addressed to the FAA's Contracting Officer.

5.6.3 Information will be accounted for upon receipt and properly stored before, during, and after processing. In addition, all related output must be given the same level of protection as required for the source material.

5.6.4 Any spoilage or intermediate hard copy which may result during the processing of FAA data must be given to the Task Manager or his/her designee. When this is not possible, the Contractor must be responsible for the destruction of the spoilage or any intermediate hard copy and must provide the FAA contracting Officer or his/hers designee with a statement containing the date of destruction, description of material destroyed, and the method used.

5.7 Contract Management Information System (CMIS)

Reference Section 2.20 of the PWS.

6. Personal Protective Equipment (PPE) The Occupational Health and Safety Standards Act 29 CFR 1910.132 http://osha.gov/ and the FAA Order 3900.19 require the Contractor to provide PPE to their employees that equal or exceed the protection provided by the Government for Government Employees.

7. Records The contractor employee must record required activities (Production Logs, Distribution Logs, Service Maintenance Logs, and Inventory Logs).

8. Performance Review During the period of performance, the contractor and/ or the contractor's designated Project Leader and the COR will, at a minimum, confer on a monthly basis to review the Contractor's performance. The COR can ask for a conference with the Contractor to discuss projects, and/ or performance associated with the task.

9. Labor Categories During the period of performance, the contractor and/ or the contractor's designated Project Leader and the COR will, at a minimum, confer on a monthly basis to review the Contractor's performance. The COR can ask for a conference with the Contractor to discuss projects, and/ or performance associated with the task. Job Descriptions are defined in Attachment 6.

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