Attachment A_Draft SOW.pdf

SBU - CONTRACTING AND ACQUISITIONS

ATTACHMENT A

DRAFT PERFORMANCE WORK STATEMENT

MIAMI DESPATCH COURIER SERVICE

1. DESCRIPTION

a. The U.S. Despatch Agency, Miami, Florida intends to purchase messenger services for the pickup and delivery of documents originating from the Despatch Agency (DA), airlines, U.S. Customs, or other designated addresses from the Despatch Agency.

b. All services shall be performed in/around the Miami International Airport, Miami Free Zone, and the Despatch Agency. The BPA holder must establish regular pick up schedules. The DA may require on call service.

2. OBJECTIVES

a. The goal of this acquisition is to establish a safe and uniform process for delivering documents from the DA to airlines and U.S Customs then back to the DA.

b. The messenger service shall pick up documents from the DA which indicate which airlines the messenger must visit. The messenger shall pick up documents from the airlines and deliver them to the DA. The messenger shall also go to U.S. Customs near the airport and U.S. Customs at the Miami Free Zone, or Port Everglades, to either deliver documents or check for documents and return them to the DA. The BPA holder must provide pick-up service between 8:00 A.M and 5:00 P.M., Monday through Friday, excluding Federal holidays.

c. The messenger shall bring a Messenger Dispatch Slip for each stop completed on the route. Designated DA staff will sign approving the stops and recording the number of documents picked up.

3. SCOPE

a. The contractor shall provide all personnel, supervision, transportation (vehicles), and labor necessary to perform the driving, pick-up, and delivery of documents from and to the specified locations.

b. Contractor must ensure that all couriers providing Service be: (i) a U.S. citizen or have lawful permanent resident status, and (ii) fluent in the English language.

c. Contractor primary office and services center is to be located within 20 miles of U.S. Despatch Miami Office:

d. Pickup and transport shall occur five (5) days per week (Monday through Friday), between the hours of 8:00 AM and 5:00 PM, except on Federal Holidays.

e. The Department of State observes the following days as holidays:

New Year's Day Martin Luther King's Birthday Washington's Birthday Memorial Day Independence Day Labor Day Juneteenth Columbus Day Veterans Day Thanksgiving Day Christmas Day Any other day designated by Federal law, Executive Order, or

Presidential Proclamation.

When New Year's Day, Independence Day, Veterans Day or Christmas Day falls on a Sunday, the following Monday is observed; when it falls on Saturday, the preceding Friday is observed.

4. RESPONSIBILITIES

The contractor shall:

a. Provide personnel with the skills, knowledge, and training to satisfactorily perform the services required by this BPA. The contractor shall have the sole responsibility of training, equipping, supervising, and discharging employees.

b. Contractor is required to (i) be licensed; and (ii) provide proof of insurance.

c. Contractor must provide the DA Miami POC and Contracting Officer within five (5) days of receiving Award with: (i) A signed authorized courier list on company’s letterhead, and (ii) color photograph of each authorized courier with courier’s typed name

d. Contractor must provide the DA Miami POC and Contracting Officer a revised authorized courier list within 24 hours, either by fax or personal delivery, whenever there is an addition or deletion to list.

e. Contractor must provide to the DA Miami POC within five (5) days of receiving award a list of couriers’ name with telephone numbers and pager/cell numbers where the couriers can be reached.

f. The Contractor shall provide timely and professional customer service (i.e.

address concerns, issues, and other administrative functions). For purposes of this BPA timely means no later than by the close of business next business day.

g. Contractor must ensure a messenger is available for all the days required.

h. Contractor shall provide its own vehicle parking during the performance of this BPA. The DA will not be liable for any expense incurred by the contractor as a consequence of any traffic infraction or parking violations attributable to employees of the contractor.

i. The Contractor shall not divulge to third parties any confidential information obtained by the contractor or its agents.

The DA Miami shall:

a. Provide accurate and complete addresses and contact information for locations to be serviced and notify Contractor accordingly of any changes.

b. Provide the courier with a list of authorized personnel to call when the pickup has to be rescheduled.

5. DELIVERABLES

DELIVERABLE SECTION DELIVERY DUE

DATE

DELIVER

TO

METHOD

Insurance certificate 4b within ten (10) days after award

Contracting Officer

Electronically or facsimile

Signed authorized courier list

4c within five (5) days after award

DA Miami

POC

and Contracting Officer

Contacts Information

4e within five (5) days after award

DA Miami

POC

Government Contact Information:

6. Quality Assurance

6.1 Quality Control Plan. The Contractor shall establish a quality control program/plan that shall be submitted as a part of its pre-award submission. The Contractor shall implement and adhere to the approved quality control program/plan when performance begins, and throughout the performance period. The Contractor shall provide the Contracting Officer updates of the quality control plan as changes occur.

6.1.1 Content of the Quality Control Plan. As a minimum, the quality control plan shall include the following:

6.1.1.1 An audit system covering all services required by the contract. It must specify the routs to be audited on either a scheduled or unscheduled basis, how often audited will be accomplished, and the tasks of the individuals who will perform the audits.

6.1.1.2 A method of identifying deficiencies in the quality of services performed before the level of performance becomes unacceptable.

6.1.1.3 A method of documenting and enforcing quality control operations.

6.1.1.4 A customer complaint program. The program shall include:

6.1.1.4.1 A way for customers to report complaints, deficiencies, and noncompliance with the terms and conditions of the contract. The medium chosen by the Contractor shall be easily assessed, and may include emails from the ordering office. Adequate publicity shall be given so customers may readily contact the Contractor.

6.1.1.4.2 A description of the manner in which the Contractor shall promptly investigate any customer complaint and respond to the customer. The Contractor shall forward a monthly synopsis of complaints received and actions taken to the BPA Coordinator not later than 5 days after the end of each month.

6.1.1.6 Quality Control Records. Records of all audits conducted by the Contractor and necessary corrective actions taken shall be maintained by the Contractor. The Contractor shall make these documents available to the Government throughout the term of this contract.

6.2 This Quality Assurance and Surveillance Plan (QASP) is designed to provide an effective surveillance method to promote effective Contractor performance. The QASP provides a method for the BPA Coordinator to monitor Contractor performance, advise the Contracting Officer of unsatisfactory performance. The Contractor, not the Government, is responsible for management and quality control to meet the terms of the contract. The role of the Government is to conduct quality assurance to ensure that contract standards are achieved.

Outcome and Requirement

Standard and Acceptable Quality Level (Maximum allowable deviation)

Performance Measurement Interval

Incentive/ Disincentive

Calculation

Outcome:

Document delivery meeting program objectives as stated in PWS.

Requirement:

Performs all services set forth in PWS.

Documents are delivered complete and to the appropriate offices as described in the PWS.

All required work is properly performed, and no more than one (1) customer complaint is received per month.

Measured monthly by audits.

Positive incentive: High rating in

CPARS

Negative incentive: Low rating in

CPARS;

$50.00 per incident deduction.

Performance:

number of valid written complaints during the month.

6.3 SURVEILLANCE. The BPA Coordinator will receive and document all complaints from Government personnel regarding the services provided. If appropriate, the BPA Coordinator will send the complaints to the Contracting Officer for transmittal to the Contractor for corrective action.

6.4 STANDARD. Document delivery must be professionally conducted and result in document arrival within allotted time frames. The performance standard beyond that is that the Government receives no more than one (1) customer complaint per month. The BPA Coordinator shall notify the Contracting Officer of the complaints so that the Contracting Officer may take appropriate action to enforce the applicable audit clause, if any of the services exceed the standard.

6.5 PROCEDURES.

6.5.1 The Government may document the delivery process and conduct an audit, among other quality surveillance techniques. If any Government personnel observe unacceptable services, either incomplete work or required services not being performed, they should immediately contact the Contracting Officer.

6.5.2 The BPA Coordinator will complete appropriate documentation to record the complaint.

6.5.3 If the BPA Coordinator determines the complaint is invalid, the BPA Coordinator will advise the complainant. The BPA Coordinator will retain the annotated copy of the written complaint for his/her files.

6.5.4 If the BPA Coordinator determines the complaint is valid, the BPA Coordinator will inform the Contracting Officer who will contact the Contractor and give the Contractor additional time to correct the defect, if additional time is available. The Contracting Officer shall determine how much time is reasonable.

6.5.5 The Contracting Officer shall, as a minimum, notify the Contractor by email of any valid complaints.

6.5.6 If the Contractor disagrees with the complaint and challenges the validity of the complaint, the Contractor shall notify the Contracting Officer. The Contracting Officer will review the matter to determine the validity of the complaint.

6.5.7 The Contracting Officer will consider complaints as resolved unless notified otherwise by the complainant.

6.5.8 Repeat customer complaints are not permitted for any services. If a repeat customer complaint is received for the same deficiency during the service period, the BPA Coordinator will contact the Contracting Officer for appropriate action under the Inspection clause.

6.5.9 If the contractor fails to meet the performance standard, the Government reserves the right to take action under the Inspection clause, including a deduction from the invoice.

7. PLACES OF PERFORMANCE

Various locations in the Miami, FL metropolitan area, to include Port Everglades, Fort Lauderdale.

8. ADDITIONAL SECURITY REQUIREMENTS

8.1. SAFEGUARDING INFORMATION

The Contractor and its employees shall exercise the utmost discretion in regard to all matters relating to their duties and functions. They shall not communicate to any person any information known to them by reason of their performance of services under this BPA which has not been made public, except in the necessary performance of their duties or upon written authorization of the Contracting Officer. All documents and records (including photographs) generated during the performance of work under this contract shall be for the sole use of and become the exclusive property of the U.S. Government.

Furthermore, no article, book, pamphlet, recording, broadcast, speech, television appearance, film or photograph concerning any aspect of work performed under this contract shall be published or disseminated through any media without the prior written authorization of the Contracting Officer. These obligations do not cease upon the expiration or termination of this contract. The Contractor shall include the substance of this provision in all contracts of employment and in all subcontracts hereunder.

8.2. SYSTEMS OF RECORDS ON INDIVIDUALS

This BPA requires the design, development or operation of one or more Systems of Records on Individuals subject to the Privacy Act of 1974. Performance of work under this BPA shall be in accordance with FAR 52.224-1 "PRIVACY ACT NOTIFICATION," FAR 52.224-2 "PRIVACY ACT," and the following agency rules and regulations: Department of State Privacy Act Guidelines and 5 FAM 400. The Systems of Records on Individuals pertinent to this contract are as follows:

There is a possibility Personally Identifiable Information (PII) will be included in the shipping documents transported by the Contractor to and from the Miami Despatch Agency.

8.3 ACCESS TO AND USE OF INFORMATION

The Contractor agrees that to the extent it receives or is given access to proprietary data, data protected by the Privacy Act of 1974, or other confidential or privileged technical, business, or financial information under this contract, it shall protect this information from unauthorized use or disclosure for as long as it remains proprietary and refrain from using the information for any purpose other than that for which it was furnished.

8.4. BREACH OF INFORMATION

The Contractor shall immediately report an actual or suspected loss of control, unauthorized access or other compromise of Personally Identifiable Information (PII) to

For the purposes of this section, PII means information that can be used to distinguish or trace an individual's identity, either alone or when combined with other information that is linked or linkable to a specific individual. (See Office of Management and Budget (OMB) Circular A-130, Managing Federal Information as a Strategic Resource).