Attachment A_PWS.pdf

6923G524Q0408

Attachment A

PERFORMANCE WORK STATEMENT

Great Lakes St. Lawrence Seaway Development Corporation

Tour Guide Support Services

1.0 PURPOSE/INTRODUCTION

The Great Lakes St. Lawrence Seaway Development Corporation (GLS or Corporation) seeks a support services provider (the Contractor) to assist with comprehensive tour guide services for the Seaway Visitors Center. Specifically, the role for the Contractor includes not only guiding visitors through the new Visitor Center, providing informative and engaging tours, but also encompasses light cleaning tasks and exceptional customer service. The ideal contractor will demonstrate a keen ability to blend informative storytelling with interactive engagement, ensuring visitors of all ages leave with a memorable and educational experience. Furthermore, the provider is expected to maintain the pristine condition of the exhibit areas and promptly address any minor cleaning needs.

2.0 BACKGROUND

The GLS, a wholly owned government corporation and an operating administration of the U.S.

Department of Transportation (USDOT), is responsible for the operations and maintenance of the U.S. portion of the St. Lawrence Seaway between Montreal and Lake Erie. GLS, operating under the U.S. Department of Transportation, plays a pivotal role in managing and maintaining one of the most significant waterway systems in North America. This system not only serves as a vital commercial maritime passage, connecting the Great Lakes to the Atlantic Ocean, but also stands as a testament to engineering ingenuity and ecological responsibility. At the heart of the

U.S. portion of the system lies the Eisenhower Lock, a key feature of the Seaway, where the newly rebuilt Great Lakes Seaway Visitor Center is situated. The Visitor Center is poised to reopen, offering the public a unique opportunity to explore and understand the complexity and importance of the Seaway. The average number of visitors is estimated to be 300-500 per day.

In this context, the purpose of this solicitation is to engage knowledgeable and enthusiastic tour guides. These guides will be instrumental in providing educational and engaging tours, thereby enhancing the public's understanding and appreciation of the Seaway's history, operations, and its critical role in global commerce and local communities.

3.0 SCOPE

The Contractor shall be responsible for delivering comprehensive tour guide services at the

Great Lakes St. Lawrence Seaway Development Corporation Visitor Center. This includes conducting educational tours tailored to a diverse audience, ranging from school groups to international visitors. The guides must possess in-depth knowledge of the Seaway's history, operations, and ecological impact. They will serve as the face of the Visitor Center, requiring them to consistently demonstrate excellent customer service skills. Their role is pivotal in enhancing the visitor experience, ensuring that each tour is not only informative but also engaging and memorable.

In addition to the primary role of conducting tours, the tour guides will also be responsible for light cleaning duties associated with maintaining the exhibit areas. This includes, but is not limited to, wiping down exhibits, addressing minor spills, and ensuring the overall tidiness of the Visitor Center.

While the focus remains on educational guiding, the cleanliness and presentation of the exhibit areas are crucial for creating a welcoming and professional environment. The contractor must ensure that their team is equipped to handle these responsibilities efficiently and effectively, balancing the dual role of educator and caretaker of the facility.

4.0 TASKS/SPECIFIC REQUIREMENTS

The Contractor shall provide all labor and equipment required to provide continuous, responsive, uninterrupted, and tour guides services within the framework of this PWS. The Contractor shall configure its resources such that there are no gaps in service. The decision on increasing or downsizing services rests solely with the Government and cannot be directed by the contractor.

The Contractor shall be responsible for the execution of increasing or downsizing at the direction of the Government.

The specific services required by the GLS within the scope of this contract are:

4.1 Tour Guide Services: Tour guide services will include conducting regular guided tours for the general public, offering insightful information about the Saint Lawrence Seaway, its history, and operations. Guides must be well-versed in the Seaway's history, local ecosystem, and the role it plays in global commerce. The ability to cater to diverse age groups and adjust the tour's complexity is essential. Guides are expected to manage tour schedules efficiently, handle large groups, and provide an engaging, interactive experience that leaves a lasting impression on visitors.

4.2 Customer Service: Exceptional customer service is a cornerstone of this role. Staff must be approachable, friendly, and professional at all times, capable of answering visitor inquiries with accurate information and a pleasant demeanor. This includes greeting visitors upon arrival, providing clear directions within the Visitor Center, and assisting with any special needs or requests. The ability to handle occasional visitor complaints or concerns with patience and tact is also required.

4.3 Cleaning Duties: Light cleaning duties are integral to the role, ensuring the Visitor Center remains a clean and inviting space. Responsibilities include wiping down exhibits, keeping the display areas free of dust and debris, and promptly addressing small spills or cleanliness issues in public areas. Staff should conduct regular checks throughout the day to maintain the overall tidiness of the Visitor Center, with an emphasis on minimizing disruption to visitors.

4.4 Special Events: In addition to regular tour guide services, the contractor is expected to provide support for up to three special events annually during the term of this contract. These events are a crucial aspect of the Great Lakes St. Lawrence Seaway Development Corporation

Visitor Center's outreach and educational initiatives, drawing in diverse groups and offering unique experiences beyond the standard tours. Each event is anticipated to require a minimum of 12 hours of coverage, necessitating careful planning and resource allocation by the contractor. The tour guides will play a key role during these events, requiring adaptability and extended hours of service. They will be responsible for engaging with visitors, providing specialized tours, and assisting with event-specific activities or requirements. The contractor must ensure adequate staffing and preparation for these events, guaranteeing the same high standard of service and professionalism as provided in the regular tours. Coordination with the

Visitor Center's management team will be essential for the seamless execution of these special events.

5.0 KEY PERSONNEL

The contractor shall provide key personnel positions to support the execution of this contract.

The following qualifications and experience are required for each key personnel position:

a. Program Manager

• Minimum 15 years relevant experience

Should it become necessary to change any key personnel during this contract, promptly notify the Contracting Officer Representative (COR), in writing, of the proposed personnel change, providing detailed justification for the change. The proposed replacement personnel’s qualifications will be evaluated and determined if they meet the requirements set forth in this

Performance Work Statement. The Contracting Officer will notify the Contractor, in writing, of the approval or denial of the proposed key personnel replacement.

The Contractor shall not make any key personnel changes without prior written approval from the Contracting Officer. Failure to comply with this requirement may result in contract termination or other appropriate actions.

6.0 PROJECT PLAN

The Contractor shall develop and submit a comprehensive project plan for a successful execution of the contract. The project plan serves as a roadmap outlining the approach, activities, and key milestones required to achieve project objectives. The Contactor shall submit the project plan to the Contracting Officer’s Representative (COR) no later than 5 days after contract award and prior to commencement of work or otherwise specified by the CO. The project plan shall include, at a minimum, the following:

A. Introduction:

• A brief overview of the project, including its purpose, objectives, and scope.

• Identification of key stakeholders and their roles and responsibilities.

• Any assumptions, constraints, or dependencies that may impact the project.

B. Management Plan:

• Description of the organization and coordination of all the services required in this PWS.

• Detailed description of the specify roles and responsibilities of all team members, including leaders

• Clear identification of the project team structure, including key personnel, and their respective roles.

• Communication lines and reporting structure within the project team.

• Identification of resources required for successful project implementation, including personnel, equipment, facilities, and materials.

• Resource allocation plan, indicating how resources will be obtained, utilized, and managed throughout the project lifecycle.

• Identification of any anticipated risks and proposed risk mitigation strategies.

C. Hiring Plan:

• Description of the process for recruiting, interviewing, and selecting candidates for all team member roles.

• Detailed description of desired qualifications, experience, and skills for each position, ensuring alignment with the Visitors Center’s standards.

• Address staff training and integration, ensuring a smooth onboarding process and consistent service quality

D. Quality Assurance

• Description of quality control measures, including any applicable standards or regulations.

• Procedures for monitoring and assessing project deliverables and ensuring compliance with specified requirements.

• Quality assurance plans for risk identification, issue resolution, and continuous improvement.

E. Quality Control Plan

• Detail procedures to monitor and maintain the highest standards of tour guide services and facility upkeep.

• Include procedures to identify, prevent, and ensure non-recurrence of defective services

• Include process for ensuring factual accuracy and engagement by tour guides

F. Communication and Reporting

• Communication plan outlining channels, frequency, and methods of communication among project team members and stakeholders.

• Include protocol for emergency communication

• Reporting requirements including the format, content and frequency of project status updates, progress reports and issue logs.

G. Accident Prevention

• Accident Prevention Plan focusing on the safety of both staff and visitors.

• Outline procedures for identifying, evaluating, and mitigating risks

• Include Record of Incidences, documenting any accidents or safety incidents, along with responses and preventive measures taken

H. Physical Security

• Detail measures to ensure safeguarding of all Government information, equipment, and property.

• The physical security plan shall provide detail procedures on securing government facilities, equipment, and materials at the close of each work period.

• Include procedures for covering and maintaining key control.

I. Change Management

• Procedures for managing change requests, including how changes will be evaluated, approved, and incorporated into the project.

• Impact assessment of potential changes on project schedule, cost, and performance.

• Configuration management plan for tracking and controlling project documentation and deliverables.

• The Contractor shall incorporate any feedback or requested revisions provided by the

COR and CO into the project plan as directed.

The project plan is subject to review, revision and approval by the Contracting Officer’s

Representative (COR).

7.0 REPORTS

The Contractor shall submit weekly status reports and conduct monthly project management reviews to ensure effective communication and oversight of contract performance. These reports are essential for monitoring progress, identifying issues, and facilitating timely decision-making.

The Contractor shall submit a comprehensive weekly status report to the Contracting Officer’s

Representative (COR) no later than the Tuesday, Close of Business (COB). The weekly status report shall include, at a minimum, the following information:

• Summary of work performed during the reporting period, including milestones achieved, tasks completed, and deliverables submitted.

• Current status of ongoing activities, highlighting any deviations from the planned schedule, cost, or performance.

• Issue, risks, or challenges encountered, along with proposed mitigation strategies or corrective actions.

• Identify current staffing levels and incoming personnel

• Any changes in personnel assigned to the project, including replacements, additions, along with their qualifications and roles.

• Requests for additional resources, if necessary, providing a clear justification and impact on project objectives.

The Contractor shall conduct monthly project management reviews, led by the Program Manager, with participation form the COR and other relevant stakeholders. The purpose of the project management reviews is to assess overall project performance, address challenges and ensure alignment with contract objectives. These reviews may be conducted via teleconference, video conference, or in-person meetings as deemed appropriate by the COR. The project management reviews should cover the following topics:

• Progress achieved since the previous review, highlighting accomplishments, milestones, and any issues or risks identified.

• Discussion on the status of critical tasks, potential bottlenecks, and measures taken to address them.

• Review of financial aspects, including expenditures, cost trends, and budget utilization.

• Review of the project schedule, identifying any changes, delays, or modifications required.

• Examination of resource allocation and utilization, assessing adequacy and identifying any resource gaps.

The Contractor shall maintain records of all weekly status reports and monthly project management reviews for audit and reference purposes. These records shall be made available to the CO.

8.0 KICK-OFF MEETING

The Contractor shall attend a kick-off meeting to initiate the contract and establish a shared understanding of project objectives, requirements, and expectations. The kick-off meeting serves as an important platform for effective communication and collaboration among stakeholders. The kick-off meeting shall be within 5 days of contract award or as directed by the Contracting

Officer (CO). The following individuals shall attend the kick-off meeting:

A. Contractor Representatives B. Government Representatives

Key Personnel Contracting Officer’s Representative

Contracting Officer

The Contractor shall document the proceedings of the kick-off meeting, including action items, decisions, and any key points discussed, and provide meetings minutes to all attendees for review and recordkeeping purposes.

9.0 CONTRACTOR PERSONNEL DRESS CODE

Tour guides are expected to adhere to a strict dress code, reflecting the professionalism and prestige of the Seaway. All tour guides are required to wear uniforms provided by the Contractor, which shall be kept clean, well-maintained, and worn in a manner that upholds the image of GLS. The uniforms shall be designed to be both functional and representative of the Seaway's identity, ensuring that guides are easily identifiable by visitors. Personal grooming is equally important; tour guides must always maintain a neat and professional appearance. This includes well-kept hair, minimal and tasteful use of accessories, and adherence to guidelines regarding cleanliness and personal hygiene.

The aim of these requirements is to present a consistent, professional, and approachable image to all visitors, enhancing their overall experience at the Visitor Center.

10.0 STAFFING REQUIREMENTS

The contractor shall provide the required minimum staffing 100% of the time at designated posts in accordance with the position table below. The contractor shall maintain a pool of qualified personnel to mitigate shortfalls due to vacation, emergency leave, and other unforeseen restrictions. The below table shows the minimum number of positions to be manned, personnel quantity per position, and duty duration per workday. The contractor is required to provide minimum manning of positions as shown factoring into account weekly day(s) off, leave, emergencies, illness, strikes, attrition, or any other factors that could affect the number of guides available to meet the minimum requirements for tour guide services.

Summer Period

June 1st -September 2nd

7 days a week, 9am -8pm 3 Guides

9am -5pm

4 Guides

12pm -8pm

Fall Period

September 3rd -October 31st

6 days a week, 9am -6pm

Tuesday -Sunday

1 Guide

9am -5pm

2 Guide

10am -6pm

Winter Period

November 1st -March 31st

5 days a week, 9am -5pm

Tuesday -Saturday

2 Guides

9am -5pm

N/A

Spring Period

April 1st -May 31st

6 days a week, 9am -6pm

Tuesday -Sunday

1 Guide

9am -5pm

2 Guides

10am -6pm

11.0 POSITION DESCRIPTIONS

The Tour Guide will provide informative, engaging, and safe tours to clients/guests. Ensure client/guest safety and adherence to all relevant rules and regulations. Answer questions and provide accurate information about the tour's subject matter. Maintain a professional and friendly demeanor throughout the tour. Keep up to date with relevant information, facts, and developments related to the tour. Prepare any necessary materials, props, or equipment for the tour. Foster a welcoming and inclusive atmosphere for all guests. Deliver a clear and engaging narrative or presentation during the tour. Maintain a suitable pace and ensure all guests can hear and understand. Provide excellent customer service. Provide light cleaning duties of the Visitor Center. Provide administrative and customer service duties.

Contractor personnel must meet the following minimum qualifications:

• Shall be a U.S. Citizen

• Shall be at least 21 years of age

• Shall speak, read, write, and understand English

12.0 KEY CONTROL

The Contractor shall establish and implement methods of making sure all keys/key cards 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 Physical Security 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’s Representative (COR).

13.0 GOVERNMENT FURNISHED PROPERTY

The government will provide the contractor with installation equipment only: chair and desk. The contractor will not use contractor-owned computer equipment to access the Government internet or system.

14.0 HOURS OF OPERATION

The contractor is responsible for performance during the following day and times:

Summer Period

June 1st -September 2nd

7 days a week, Sunday -Saturday

9am -8pm

Fall Period

September 3rd -October 31st

6 days a week, Tuesday -Sunday

9am -6pm

Winter Period

November 1st -March 31st

5 days a week, Tuesday -Saturday

9am -5pm

Spring Period

April 1st -May 31st

6 days a week, Tuesday -Sunday

9am -6pm

15.0 PLACE OF PERFORMANCE

The work shall be performed onsite at the Seaway Visitors Center at Eisenhower Lock, Massena, NY.

16.0 PERIOD OF PERFORMANCE

The period of performance shall include a 12-month base period and two (2) one-year option periods.

17.0 CONTRACTING OFFICER’S REPRESENTATIVE (COR)

The Contracting Officer’s Representative (COR) monitors all technical aspects of the contract and assists in contract administration. The COR ensures 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, and monitors contractor performance.

18.0 OTHER DIRECT COSTS (ODCs)

Other Direct Costs (ODCs) may be necessary and reimbursable under this contract, i.e., provision of uniforms for tour guides, which are essential for maintaining a professional and uniform appearance as per the specified dress code. These costs will be managed on a cost-reimbursable basis, separate from the fixed price line items covering the primary service deliverables of the contract.

19.0 DELIVERABLES

PWS

Reference

Deliverable

Due Date/Frequency

Submit To:

8.0 Kick Off Meeting Within 5 days of Award COR

6.0 Project Plan 5 days after contract award COR

7.0 Status reports COB (close of business)

Every Tuesday

COR

7.0 Project Management Review Every 5th day of the month COR