Attachment I-01 (PWS).pdf

NASA TRANSFORMATIONAL

SHARED SERVICES (NTSS)

CONTRACT

Performance Work Statement

Attachment I-1

NTSS Attachment I-1 Solicitation Number 80NSSC23R0001 Performance Work Statement

Table of Contents

1.0 Introduction

1.1 Overview

1.2 Background

1.3 NASA Organization Description

1.4 NSSC Overview

1.4.1 Mission Statements

1.4.2 Alignment with NASA Strategic Goals and Objectives (2022 NASA Strategic Plan): 7

1.4.3 Organization

1.4.4 PWS Overview

2.0 Shared Service Administration

2.1 Service Provider Employee Requirements

2.1.1 SP Personnel Training

2.1.2 SP Employee Data

2.1.3 SP Personnel Access

2.1.4 Designation of Position Risk Level

2.1.5 Equal Employment Opportunity

2.2 Records, Documents and Forms Management

2.3 Reporting/Information Requests

2.4 NSSC Site Visits/Inspections

2.5 Workload Date Report/Performance Metrics

2.6 Project Management

2.6.1 Reserved

2.6.2 Project Management (Support)

2.7 Security

2.7.1 Physical Security

2.7.2 Personnel Security Clearances

2.7.3 Key Control, Media Access and Protection

2.7.4 On-Boarding, Departures and Inter-Office Transfers

2.8 Safety and Occupational Health

2.8.1 Disaster Recovery and Emergency Situations

2.8.2 Occupational Health

2.9 Risk Management and Mitigation

2.10 Quality Control

2.11 SP Financial Management

2.12 Reserved

2.13 NSSC Customer Support Hours

2.14 Certifications, Licenses, and Permits

2.15 Environmental Requirements

2.16 Energy Management

2.17 Customer Satisfaction

2.18 Emergency Contracting

2.19 Property and Asset Management

2.20 Reserved

2.21 Customer Relationship Management Support

2.22 Support Operations Directorate (SOD) Support

2.23 Reserved

2.24 New Business Support

2.25 Print and Copy

2.26 Waste Management

2.27 Reserved

2.28 Office of Diversity and Equal Opportunity Support

2.29 Integration

2.29.1 NTSS Integration Requirements with Other Contractors

2.29.2 Knowledge Article Support

3.0 Performance Requirement and Objectives

3.1 Financial Management Services

3.1.1 Accounts Payable

3.1.2 Accounts Receivable

3.1.3 Reserved

3.1.4 FBwT and FMS 224/Reconciliation and Reporting

3.1.5 Travel Services

3.1.6 Reserved

3.1.7 Reserved

3.1.8 Permanent Change of Station (PCS) Temporary Change of Station (TCS) Relocation

Support

3.1.9 Reserved

3.1.10 Reserved

3.1.11 Reserved

3.1.12 NSSC Travel Authorization/Voucher Support

3.1.13 Reserved

3.2 Human Resources Services

3.2.1 Support to Personnel Programs

3.2.2 Reserved

3.2.3 Employee Benefits

3.2.4 Human Resources Information Systems (HRIS)

3.2.5 Personnel Action Request (PAR) and Maintenance of Electronic Official Employee

Records (eOPF)

3.2.6 Reserved

3.2.7 Reserved

3.2.8 Reserved

3.2.9 Reserved

3.2.10 Reserved

3.2.11 Financial Disclosure Processing

3.2.12 Reserved

3.1.13 Reserved

3.2.14 Payroll/Time and Attendance Processing

3.2.15 Classification

3.2.16 Staffing Services

3.2.17 Reinvestigations

3.2.18 Reserved

3.2.19 Reserved

3.2.20 Federal Workers’ Compensation Program (FWCP) and Unemployment Compensation (UC)

3.2.21 Human Capital Communications Support

3.2.22 Training Administration and Purchasing Support

3.2.23 Senior Executive Support

3.2.24 NSSC Internal Online Content Management and Training Development

3.3 Procurement Services

3.3.1 NASA Procurement Programs Support

3.3.2 Grants and Cooperative Agreements

3.3.3 SBIR/STTR Contracts

3.3.4 Reserved

3.3.5 Reserved

3.3.6 Reserved

3.3.7 Procurement Operations

3.3.8 Reserved

3.3.9 Reserved

3.3.10 Reserved

3.3.11 Reserved

3.3.12 Reserved

3.3.13 NASA Purchase Card Program (P-Card)

3.3.14 Grants Management Services (GMS) for Science Mission Directorate (SMD)

3.3.15 Simplified Acquisitions Threshold (SAT) Purchase Support

3.4 NTSS IT Support

3.5 Reserved

3.6 Reserved

3.7 Reserved

3.8 New Business and Special Projects

3.8.1 New Business and Special Projects

3.8.2 Innovative and Transformational Projects

3.9 Agency Business Services

3.9.1 Information Technology Business Services (ITBS)

3.9.2 National Center for Critical Information Processing and Storage (NCCIPS) Business

Services

3.10 Enterprise Services

3.10.1 Innovation and Continuous Improvement Program (ICIP)

3.10.2 Intelligent Automation Services (IAS)

3.10.3 NASA Enterprise Automation Service (NEAS)

1.0 Introduction

1.1 Overview

This Performance Work Statement (PWS) describes the performance objectives for operating functions that are consolidated and performed at the National Aeronautics and Space Administration (NASA) Shared Services Center (NSSC) located at the Stennis Space Center (SSC), MS. For purposes of this document, the term “Service Provider (SP)” refers to the company – and its subcontractors - selected to perform the work in accordance with this PWS and associated Section I contract attachments. The SP shall exercise management and operational control over and retain full responsibility for the performance requirements set forth in this PWS.

The services required under this contract support a broad range of functional activities for Financial Management (FM), Human Resources (HR), Procurement (PR), Enterprise Services (ES), and Agency Business Services (ABS). Additional business or technical support activities may be migrated to the NSSC during the term of this contract, as deemed appropriate by NASA.

The requirements and work descriptions included in this PWS have been organized by functional activity. This grouping is not intended to dictate the SP’s organizational structure. It is the SP’s responsibility to create the most effective and efficient organization to meet all of the requirements of this PWS.

1.2 Background

NASA, also referred to as the “Agency,” consolidated select business and technical services that were previously performed across the Agency into a single Shared Services Center to increase operational efficiency, reduce costs and improve overall customer service. The consolidation began in May 2005, with the award of the first NSSC SP contract that was the result of an Office of Management and Budget (OMB) Circular A-76 (Performance of Commercial Activities) competition. This contract expired in 2015, was recompeted, and the performance is now under the terms of the NSSC’s “NexGen” Contract.

1.3 NASA Organization Description

NASA conducts a wide range of Research and Development (R&D) activities that benefit humankind. Five Mission areas focus Agency efforts and promote successful accomplishment of the NASA mission: Aeronautics Research, Exploration Systems Development, Science, Space Operations, and Space Technology. These Mission areas are the Agency’s main business lines.

They set program direction and oversee work across the Agency for their specific mission areas.

1.4 NSSC Overview

1.4.1 Mission Statements

NASA Mission and Core Values:

Mission: NASA explores the unknown in air and space, innovates for the benefit of humanity, and inspires the world through discovery.

Core Values: We share a set of core values—safety, integrity, teamwork, excellence, inclusion—and they are evident in all that we do.

The NSSC mission is: To provide timely, accurate, high-quality, cost-effective, and customer-focused services to NASA.

As a result and through the consolidation of several different enterprise services at the NSSC, NASA has achieved synergy within and across functions that have reduced resource requirements for institutional support areas and positioned the Agency for further business process improvements and innovations.

1.4.2 Alignment with NASA Strategic Goals and Objectives (2022 NASA Strategic Plan):

(https://www.nasa.gov/sites/default/files/atoms/files/fy_22_strategic_plan.pdf)

Strategic Goal 4 (Strategic Goal most closely aligned with NSSC): Enhance capabilities and operations to capitalize current and future mission success.

A. Attract and develop a talented and diverse workforce.

B. Transform mission support capabilities for the next era of aerospace.

C. Build the next generation of explorers.

The NSSC Implementing Strategies are:

A. Business Model: Maintain a sound financial posture while providing cost effective services.

B. People: Engage a flexible and agile workforce.

C. Customer Experience: Customer engagement, relationship, and satisfaction focused.

D. Service Delivery Model: Achieve delivery excellence.

1.4.3 Organization

The NSSC consists of over 170 Civil Servants (CS) responsible for performing the inherently governmental decisions and activities not included in this PWS and the overall management of the NSSC. The supporting elements in the NSSC organization include: the SP, NASA End-user Services & Technologies (NEST) (NEST) contractor, Advanced Enterprise Global Information Technology Solutions (AEGIS) contractor, Agency-wide Acquisition Support Services (AWASS) contractor, and various contractors providing NSSC administrative services such as security, facility planning, and mail services. The NASA Applications & Platform Services (NAPS) at MSFC houses and maintains many of the Agency’s primary business systems necessary for the NSSC to perform its service delivery functions.

https://www.nasa.gov/sites/default/files/atoms/files/fy_22_strategic_plan.pdf

1.4.4 PWS Overview

This document outlines both cross-cutting and function-specific SP requirements. Section 2.0 “Shared Services Administration” discusses those SP requirements that provide support to all NASA and NSSC functional areas. Section 3.0 “Performance Requirements and Objectives” defines the requirements specific to the functional areas: FM, HR, PR, ES, ABS and New Business, Innovative and Transformational Projects, and other Special Projects. The PWS numbering structure is designed to mirror the historical accounting Work Breakdown Structure (WBS) that the NSSC has used to capture costs associated with individual services or activities.

PWS sections identified as “RESERVED” are for services no longer performed under contract NNX16MA01B. These place holders are to maintain consistent numbering used by the NSSC Budget and Accounting Division. They are not representative of new or undefined work.

All services performed under the PWS shall adhere to the NSSC’s Service Recovery and Responsiveness Plan (Attachment I-22 References).

2.0 Shared Service Administration

As required, the SP shall perform NSSC shared services administration as identified in the PWS subsections below. The SP shall ensure that its subcontractors perform these same shared services administration functions, as applicable to their specific responsibilities. The SP shall establish a management approach that embodies sound financial management concepts and controls, stewardship, flexibility, strong customer-focus, and best business practices. The SP shall perform the activities/functions outlined in this PWS in accordance with all applicable Federal, state, and local requirements.

In support of the NSSC mission, the SP shall develop and maintain a leadership culture characterized by process-centered, productivity-based and customer-focused values that are understood, acted upon, and routinely measured at all levels of the organization. Key elements of strategic alignment are:

A. NSSC mission and implementing strategies;

B. Business values that align with and support the mission and implementing strategies;

C. Measurement methods to baseline and periodically measure implementing strategies alignment; and D. A well-developed system that mobilizes leaders at every level to foster the mission and the implementing strategies.

2.1 Service Provider Employee Requirements

2.1.1 SP Personnel Training

NASA will periodically provide mandatory training for all NSSC CS and SP employees in areas such as safety, security, occupational health, and fire prevention. When mandatory training sessions are held, the SP shall ensure that its employees attend and maintain attendance records for both SP and CS attendees.

Training will include, but is not limited to:

A. Security orientation training that covers internal security requirements and procedures outlined in NASA Procedural Requirements (NPR) 1600.1 “NASA Security Program Procedural Requirements,” NPR 1600.2A “NASA Classified National Security Information (CNSI)”, and NPR 1600.3A “Personnel Security”, as amended;

B. Safety orientation training that covers occupational health and safety requirements outlined in NPR 8715.1B “NASA Safety and Health Programs,” as amended;

C. IT Security Training, in accordance with NPR 2810.1F, as amended;

D. NSSC Emergency Action Plan, NSPLN-1040-0001, Rev 4, as amended, which includes:

1. Fire Emergencies,

2. Emergency Evacuation,

3. Severe Weather,

4. Bomb Threat,

5. Work Place Violence, and

E. NASA Emergency Notification and Accountability NPR 8715.2B F. NASA may provide other on-site training that the SP may be invited to participate in on a space available or mission essential basis; however, the SP is responsible for ensuring all its employees are fully trained and qualified prior to filling any positions or duties without any reliance on Government provided functional training. System training modules, courses in the Learning Management System (LMS) and other existing training materials may be available for SP use. The SP shall provide support for all SP and CS personnel participating in NASA sponsored training courses. Training support shall include the management of the NSSC Learning Domain in the Agency’s LMS, logistical support to facilitate training sessions and management of the training documentation files and training classrooms. All SP training shall be recorded in the Agency’s LMS or other agreed to electronic repository and shall be accessible by the Government.

2.1.2 SP Employee Data

The SP shall maintain an employee roster that is accessible to the Contracting Officer’s Representative (COR) and other designees, of individuals who perform work under this PWS

(DRD 2.1-1).

2.1.3 SP Personnel Access

NASA reserves the right to control and deny access to its facilities, property, and data, including those areas identified in this PWS. Access privileges are tailored to individual NSSC personnel responsibilities. NASA will have the final authority in determining access privileges. NASA’s exercise of its right to grant and revoke access for individual(s) to its facilities, property, or information will not constitute a breach or change to the contract, regardless of whether said individual(s) is/are employed by the SP, and regardless of whether said individual(s) is/are precluded from performing work under the PWS.

2.1.4 Designation of Position Risk Level

Prior to employment, all NSSC SP staff shall have a required background investigation (security screening as defined in NASA regulations) and receive a favorable access determination from the designated servicing NASA Center Security Office. The SP shall comply fully with NASA Federal Acquisition Regulations (FAR) Supplement (NFS) 1852.204 and NPR 1600.3A “Personnel Security”, as amended. At a minimum, the SP shall:

A. Designate each SP position established within the NSSC as High, Medium, or Low Risk per the NASA FAR Supplement and NPR 1600.3A “Personnel Security”.

B. Conduct required background investigations based on the individual’s position risk level as outlined in NPR 1600.3A “Personnel Security”, as amended; and C. Forward the results of completed background investigations to the designated servicing

NASA Center Security Office for final access determination.

2.1.5 Equal Employment Opportunity

The SP shall comply with all Equal Employment Opportunity (EEO) laws and regulations and integrate the principles of Diversity Equity, Inclusion and Accessibility (DEIA) into the SP way of doing business. The SP shall create and maintain an environment in which each individual is valued, respected and enabled to reach his/her highest potential. The SP shall ensure all employees are provided opportunities to contribute towards fulfilling the NSSC mission. The SP shall submit EEO and Diversity and Inclusion information in accordance with DRD 2.1-2 and participate in the Stennis Diversity Council. The SP shall complete Diversity, Equity, Inclusion, and Accessibility (DEIA) Plan in accordance with DRD 2.1-3.

2.2 Records, Documents and Forms Management

The SP shall provide comprehensive management of the records, documents, and forms programs in accordance with Federal requirements, NASA policy and NSSC policy. The SP shall develop a plan for documentation development, organization, and management (DRD 2.2- 1), and operate the records, documents, and forms management programs. The plan shall address and assure timely and accurate organization, identification, marking, management, preservation and disposition of NASA documentation, records, and forms regardless of format. To support these requirements the SP shall:

A. Maintain a complete Master Records Index for all NSSC records;

B. Maintain an index of NSSC forms;

C. Provide detailed organization, numbering, and structure of documents within the NSSC Electronic Library to ensure simplicity of document search and retrieval and meet records retention requirements;

D. Ensure that electronic systems meet records retention requirements with required metadata to identify records;

E. Conduct internal reviews and audits of records and provide detailed reports (DRD 2.2-1) with corrective action plans to the Center Records Manager; and

F. Process records for transfer to Government records storage facilities and for disposal.

In accordance with NASA Forms Management, NPD 1420.1A, as amended, the SP shall provide operational management and support of the NSSC Forms Program including:

A. Management of the forms warehouse, a component of the official NSSC Electronic

Library;

B. Design, development and maintenance of NSSC electronic forms;

C. Support for NSSC compliance with NASA forms control, approval, and reporting requirements;

D. Ensuring access to electronic forms for NSSC personnel; and E. Providing level-2 help desk support for NSSC electronic forms.

The SP shall manage physical records retention of NSSC program documents stored in Stennis Space Center’s (SSC) Records Retention Facility.

Historically this has included the following actions:

A. Archiving physical documents in the SSC Records Retention Facility after imaging is complete. When the Master Records Index (MRI) defines the physical document as a record.

B. Managing access to legacy documents archived in the SSC Records Retention Facility at the time of contract start through the end of their retention.

C. Retrieving physical documents from the Records Retention Facility as directed by NASA.

D. Destruction of physical records at the end of their scheduled retention, on receipt of an approved Records Destruction Authorization (RDA).

The SP shall manage physical records retention of NSSC program documents stored in Stennis Space Center’s (SSC) Records Retention Facility.

Historically this has included the following actions:

A. Archiving physical documents in the SSC Records Retention Facility after imaging is complete, when the Master Records Index (MRI) defines the physical document as a record.

B. Managing access to legacy documents archived in the SSC Records Retention Facility at the time of contract start through the end of their retention.

C. Retrieving physical documents from the Records Retention Facility as directed by NASA.

D. Destruction of physical records at the end of their scheduled retention, on receipt of an approved Records Destruction Authorization (RDA).

2.3 Reporting/Information Requests

The SP shall respond to all data calls and requests for reports and information, including scheduled and ad hoc requests, from the COR or NSSC Contracting Officer (CO). Requested reports may contain Controlled Unclassified Information (CUI), NPR 2810.7, as amended. All safeguarding or dissemination controls for unclassified information will be consistent with the CUI Program.

The SP shall notify the COR of requests received from other sources prior to responding to those requests. The SP shall provide support to the NSSC CO and the NSSC Freedom of Information Act (FOIA) Officer by gathering documents for FOIA requests. The SP shall refer any FOIA inquiries that it receives to the NSSC CO and the NSSC FOIA Officer.

2.4 NSSC Site Visits/Inspections

The SP shall support all NSSC site visits and inspections to other NASA Centers and locations when notified by the COR. The SP shall cooperate with visiting Government and contractor personnel conducting official inspection visits, audits and surveys to the NSSC. The SP shall notify the COR of planned visits, investigations, or corrective actions required by Federal, state, and local agencies. The SP shall immediately notify the COR of the unannounced arrival of representatives from any external Federal, state, or local government agency or organization.

2.5 Workload Date Report/Performance Metrics

The SP shall provide and maintain a controlled access, on-line, automated management and work information system(s). This management information system shall reflect the workload expended by the SP to accomplish the requirements of the contract and this PWS. All performance management and reporting shall be in accordance with Government-approved business rules and an electronic library of approved business rules shall be maintained and updated as required. The SP shall prepare and submit a Performance Measurement Plan (DRD 2.5-1). The workload data is contained in Attachment I-21, Workload Data and the performance business rules are set forth in Attachment I-26, Performance Management Business Rules. The SP shall track all workload data contained in Attachment I-21, Workload Data and the data shall be available through the automated management and work information system (DRD 2.5-2). The SP shall provide labor hour data to the government’s Invoice Validation Tool. (2.11-4) The NSSC currently uses an internally developed system(s). Additionally, the NSSC utilizes ServiceNow Performance Analytics Dashboard capabilities.

Access to these systems will be defined by the COR. The SP shall provide COR authorized users with electronic access to this system. Access includes the ability to read and download data, and construct and execute ad hoc queries and custom reports with current and historical data. Data shall be compatible with the NASA-STD-2804, “Minimum Interoperability Software Suite” as amended for Microsoft software products. Data shall be current, accurate, and complete.

Emphasis should be placed on the use of dashboards and other automated means of accessing, analyzing, and displaying data.

The SP shall conduct Weekly Status Reviews (WSR) for the Government personnel that cover performance in key operational areas. SP representatives from every functional area are expected to attend the WSR and be prepared to address questions regarding performance issues.

Examples of information to be briefed include, but are not limited to: Accounts Payable, Travel, SES Cases, Training Purchases, Grants, SBIRs, and Intelligent Automation Services (IAS).

More frequent, service specific operational briefings may be required when new services transition to the NSSC or when other problems arise as defined and/or identified by the CO or

COR.

These requirements are based upon the NSSC’s goal to be a leader in Information Delivery (sometimes referred to as “Master Data”). By collecting, storing and presenting data on all activities in an electronic, easily accessible and sortable data repository, NSSC customers and stakeholders can obtain real time information to use for a variety of management decisions and the NSSC will become more proficient at predictive analysis and problem prevention.

2.6 Project Management

2.6.1 Reserved

2.6.2 Project Management (Support)

The SP shall provide project management support in developing and maintaining NSSC strategic plans, integrated project schedules, consolidated emergency preparedness plans, and consolidated Business Continuity Plans (BCPs), as required. Work may include developing, maintain, and analyzing integrated schedules for various functional areas in support of projects.

The SP shall gather project progress information from project managers and project team members to update and monitor projects, as well as develop progress reports, other schedule/milestone reports, updates against progress, and forecast remaining work schedules.

The SP shall support the updating of risks related to schedule and scope impacts.

2.7 Security

NASA will appoint a Civil Servant (CS) as the NSSC Security Coordinator who will be responsible for interfacing with NSSC management, coordinating all NSSC security requirements associated with facility protection and personnel access with the servicing NASA Center Office of Protective Services (OPS), and interfacing with the NSSC SP Security Point of Contact (POC) on matters affecting NSSC SP personnel and operations. The servicing NASA Center OPS will provide all required facility protection and personnel access support. The NSSC security program shall be in compliance with NPR 1600.1A “NASA Security Program Procedural Requirements,” NPR 1600.2A, “NASA Classified National Security Information (CNSI)”, NPR 1600.3A, “Personnel Security”, and NPR 3730.1A, “NASA Suitability Program”, as amended. Determinations as to the effectiveness of the NSSC security program will be conducted by the NASA OPS and/or the designated servicing NASA Center OPS.

The SP shall identify a single POC to serve as the interface with the NSSC Security Coordinator.

The SP shall provide this information to the COR within ten (10) calendar days of contract award. In the event that the POC must be changed, the SP shall notify the COR of the proposed change no later than fifteen (15) days prior to proceeding with the change.

The SP security POC shall provide all SP onboarding documentation for new SP personnel as required by NPR 1600.1A, “NASA Security Program Procedural Requirements”, NPR 1600.3A, “Personnel Security,” as amended, and applicable Center OPS requirements.

The SP shall submit a comprehensive IT Security Management Plan with any transformational and innovative proposal that is outside the scope of a NASA approved IT system(s) with an active NASA Authority to Operate (ATO) (DRD 2.7-1).

2.7.1 Physical Security

In accordance with NPR 1620.3B “Physical Security Requirements for NASA Facilities and Property,” as amended, physical security requirements necessary to ensure appropriate protection for NSSC personnel, facilities, and information will be established and managed by the NSSC Security Coordinator in conjunction with all applicable Center OPS requirements.

2.7.2 Personnel Security Clearances

In coordination with the NSSC Security Coordinator, SP personnel whose duties require access to Classified National Security Information (CNSI) shall submit requests for security clearances in accordance with the procedural requirements established in Chapter 6, NPR 1600.1A “NASA Security Program Procedural Requirements,” and NPR 1600.2A, “NASA Classified National Security Information (CNSI),” as amended. The NASA OPS has final authority when determining an individual’s access to CNSI.

2.7.3 Key Control, Media Access and Protection

The SP shall identify a single employee to serve as Key Control POC. The SP shall provide this information to the COR within ten (10) calendar days of contract award. In the event that the POC must change, the SP shall notify the COR of the proposed change no later than fifteen (15) days prior to proceeding with the change. The SP Key Control POC shall be responsible for managing, controlling, and issuing keys to NSSC personnel. This includes interfacing with the SSC locksmith personnel for re-keying or physical core replacement if required.

The SP shall establish and maintain procedures in accordance with NPR 1620.3B “Physical Security Requirements for NASA Facilities and Property,” as amended, to ensure that any NSSC access media, such as keys, badges, RSA tokens and pass codes issued to SP employees are not lost, misplaced, or used by unauthorized persons. SP procedures shall include the requirement to maintain current, accurate, comprehensive records that include the following data:

A. The names of individuals to whom access media are assigned; and

B. Access media control numbers.

SP access control records shall be electronically accessible to the COR. The SP shall not duplicate NASA-issued access media without written authorization from the NSSC Security Coordinator. Use of NASA-issued access media is restricted to the SP employees to whom they are issued. The SP shall not permit entrance to controlled or locked areas by any person other than SP personnel engaged in the performance of NSSC work.

The SP shall report any occurrence of lost media or unauthorized access to the NSSC Security Coordinator immediately upon discovery of the loss or unauthorized access. Additionally, for each lost access media occurrence, the SP shall forward a written report to the NSSC Security Coordinator by close of business (COB) the next business day, unless directed to do otherwise by the COR. Lost access media reports shall contain the access media control number, location(s) accessed by the person who lost the access media, date the access media was discovered missing, name of person who signed for the access media, immediate risks and mitigation, and any other relevant details (DRD 2.7-2).

In accordance with NPD 2810.1F, “NASA Information Security Policy”, as amended, the SP shall establish and maintain documented procedures to ensure that NSSC storage media issued to or utilized by SP employees is secured. The Government will provide required information to the SP regarding items issued to contractor personnel under other contracts.

2.7.4 On-Boarding, Departures and Inter-Office Transfers

The SP shall develop processes and associated instructions for SP on-boarding with NSSC IT Security and the IT Asset Manager for all on-boarding, departures, inter-office transfers, and inter-Agency transfers. All NASA Access Management System (NAMS) access rights shall be removed for departing SP personnel. Applicable NAMS access and approval controls (NAMS workflow roles/provisioning) will be modified as needed for inter-office transfers.

2.8 Safety and Occupational Health

The SP shall identify a single employee to serve as the SP Safety POC. The SP shall provide this information to the COR within ten (10) calendar days of contract award. In the event that the POC must change, the SP shall notify the COR of the proposed change no later than fifteen (15) days prior to proceeding with the change.

NASA will appoint a CS as the NSSC Safety Coordinator who will be responsible for interfacing with the designated SP Safety POC regarding safety and occupational health issues that may affect SP personnel and operations. The SP shall conduct all work in a safe manner and in compliance with, at a minimum, Occupational Safety and Health Administration (OSHA) Standards, Environmental Protection Agency (EPA) requirements, and NPR 8715.3B, “NASA General Safety Program Requirements,” as amended. If a safety requirement cannot be met, the SP shall submit a “deviation/waiver” request for approval to the NSSC Safety Coordinator. The SP shall maintain and report to NASA, in accordance with OSHA and NASA documentation requirements, an accurate record of work-related illnesses, accidents, and incidents causing injury or death and accidents and incidents resulting in damage to government property, supplies, and equipment. All mishap and close call reporting and handling will be conducted in compliance with NPR 8621.1D, “NASA Procedural Requirements for Mishap and Close Call Reporting, Investigating, and Recordkeeping,” as amended. The SP shall immediately report to NASA all “Unsafe” or “Unhealthy” conditions within the workplace. The SP shall submit an anomaly report for each major anomaly, in accordance with DRD 2.8-1.

The SP shall establish and maintain an employee safety and health committee that will formally meet on a bi-monthly basis (occurring every two months). The SP Safety Committee will be chaired by the SP Safety POC and minutes of the meetings shall be recorded in accordance with NASA recordkeeping guidelines and shall be considered official records. The primary objective of the SP Safety Committee is to enhance employee safety and health. The personal safety and health of each SP employee is of primary importance and the prevention of occupationally induced injuries and illnesses is the SP Safety Committee’s principal purpose. To the greatest degree possible, the SP Safety Committee shall provide SP personnel a method to provide input to ensure all mechanical and physical facilities required for personal safety and health are controlled and maintained in keeping with the highest standards.

In carrying out its primary mission, the SP Safety Committee shall be committed to five basic principles:

A. Help to formulate and disseminate policies, practices and procedures that promote B. Safety and Health at the NSSC;

C. Consult with the NSSC CS Safety Coordinator on questions or issues concerning safety and health policy, practice or procedure;

D. Assist the CS and SP management in the planning of corrective actions concerning identified occupational health and safety issues;

E. Act as a problem-solving group to help with the identification and control of hazards; and F. Conduct and document monthly facility safety and health inspections and facilitate actions to resolve those hazards identified as health and safety discrepancies.

For fire safety, the SP shall comply with all applicable Federal, State, and local requirements pertaining to Fire Protection and Life Safety, and NASA Standard (STD) 8719.11, “NASA Safety Standard for Fire Protection.”

2.8.1 Disaster Recovery and Emergency Situations

Emergency situations (including, but not limited to, pandemics or disasters of any kind whether natural disasters, accidents, health, or terrorist-related in nature) may necessitate the SP to operate on an extended or curtailed schedule (including days or shifts not normally scheduled), at a different level of service, temporarily at a different location or not at all. This includes changes in security condition levels for the NSSC facilities, which may impact normal operations.

Extreme weather and other hazardous conditions may warrant temporary office evacuation or NSSC building closure. The SP shall respond to extreme weather and other hazardous conditions according to COR direction and shall inform all SP employees of these instructions.

Announcements of facility or Center closures will be made in the following manner:

A. During Normal Duty Hours, notification will be given through normal chain of management; and B. During Non-Duty Hours, notification will be provided through the NASA Emergency

Notification System.

Subsequent transmissions of pertinent information or updates concerning building/facility or Center closures will continue utilizing the alert and notification procedures found within NSBCP 1040-0001, “NSSC Business Continuity Plan (BCP)”as amended.

In case of short or long term business interruptions, either planned or unplanned, the SP shall ensure the continued delivery of identified NSSC essential functions and services to the Agency, customers, stakeholders and NSSC personnel following return time objectives documented within the NSSC BCP.

The SP shall identify key employees as essential personnel. According to the type of business interruption or event, these identified essential employees shall report for duty in accordance with the procedures outlined in the NSSC BCP and functional area BCP’s.

Unless directed otherwise by the COR or CO, the SP shall participate in all scheduled and unscheduled building fire drills or other scheduled safety and emergency-training exercises, which may necessitate interrupted services.

The SP shall support all emergency preparedness activities to include disaster recovery planning and execution and contribute to updates of the NSSC BCP and ancillary functional specific BCPs. This will require the SP to closely collaborate with the NSSC in the revision and maintenance of an integrated BCP that helps ensure the safety of SP and NSSC civil service personnel and guarantees continuity of identified NSSC essential functions.

The SP shall support the NSSC management team in disaster recovery activities pertaining to NSSC operations and Agency IT systems, including text exercises in accordance with the NSSC BCP and the NTSS Information Technology Support Disaster Recovery Plan (DRD 2.8-2).

2.8.2 Occupational Health

The SP shall conduct all work in a safe and healthy manner in compliance with, at a minimum, OSHA, Department of Labor of Health and Safety regulations and NASA NPR 1800.1, “NASA Occupational Health Program Procedures,” as amended.

2.9 Risk Management and Mitigation

The SP shall identify and submit risk to the NSSC Risk Manager as part of the NSSC’s Risk Management Plan (DRD 2.9-1), including those for new or revised projects and systems; disaster preparedness; labor relations; loss of skill sets and institutional knowledge to support functional activities; information systems infra-structure; disruption to current service levels; and the organizational change necessary to implement NSSC’s vision for providing outstanding customer service.

2.10 Quality Control

The SP shall establish and conduct a Quality Management System (QMS) for all services provided under this contract that complies with the guidance in ISO 9001:2015 - Quality Management (ISO certification is not required). The SP shall develop a Quality Control Plan that complies with ISO standards. The SP’s Quality Control Plan shall be documented in accordance with DRD 2.10-1.

2.11 SP Financial Management

The SP shall submit detailed and accurate invoices in accordance with the clauses contained in this contract. The SP submissions shall include Microsoft Excel versions as well as other software specific and compliant format versions for automatic ingest into the NASA financial system. Immediately following contract award, the SP shall work with the NSSC Budget and Accounting Division (BAD) to ensure all other acceptable formats are agreed upon. The SP shall submit monthly Financial Management Analysis (DRD 2.11-1), an annual Accounting Calendar (DRD 2.11-2), an annual Phased Operating Plan (DRD 2.11-3), and provide data to support the Operational Invoice Validation Data tool (DRD 2.11-4).

2.12 Reserved

2.13 NSSC Customer Support Hours

The SP shall provide the capability to support NASA customers from 8:00 a.m. to 4:30 p.m.

Central Time, Monday through Friday. Some activities may require other than normal business hour processing. SP holiday, night, and weekend work shall be performed on an exception basis as extenuating or unique requirements dictate.

2.14 Certifications, Licenses, and Permits

The SP shall obtain all necessary certifications, licenses, and permits required for performance of work and for complying with all applicable Federal, state, and local laws and regulations.

2.15 Environmental Requirements

In accordance with NPR 8500.1C, “NASA Environmental Management System”, as amended, the SP shall comply with all Federal statutes and regulations and Executive Orders (EO) including State, and local environmental protection laws, regulations, and standards. The SP shall limit the quantity of hazardous materials (HAZMAT) on-site to the minimal amount necessary for normal business office operations.

2.16 Energy Management

The SP shall comply with the energy efficiency and water conservation goals and requirements of the National Energy Conservation Policy Act 42 USC 8251-8287, as amended by the Energy Policy Act of 2005, and of Executive Order 13123, Greening the Government through Efficient Energy Management, dated June 3, 1999. The SP shall also comply with:

A. NPD 8500.1C, NASA Environmental Management, as amended B. NPR 8530.1B, NASA Sustainable Acquisition, as amended C. NPR 8553.1C, NASA Environmental Management System, as amended D. NPR 8570.1B, NASA Energy and Water Management System, as amended; and E. Presidential Memorandum on Implementation of Energy Savings Projects and

Performance-Based Contracting for Energy Savings, dated December 2, 2011.

2.17 Customer Satisfaction

The SP shall employ industry accepted as well as innovative techniques to measure customer satisfaction. The target audience shall be both internal and external NSSC customers. The employed techniques, as approved by the Government, shall enable customer assessment of SP performance with respect to accuracy, timeliness, quality, and overall effectiveness. The SP shall develop and deploy tools to assess the full scope of SP performance. The SP utilized tools/techniques shall facilitate evaluation based on objective as well as subjective criteria. The SP shall develop and submit survey analyses with statistical results as well as discernible trends in customer satisfaction in accordance with the NSSC Survey Plan (NSPLN-1210-0001) and in accordance with DRD 2.17-1. The SP shall provide access to customer survey results as needed for third party independent assessments.

The SP shall respond to Level 2 customer assistance tickets or customer inquiries within 3 business days initiated by the Enterprise Services Center Contractor or internal customer assistance tickets or customer inquiries created by the NTSS contractor/civil servant or NASA customer.

2.18 Emergency Contracting

The SP’s obligation may include resolution of unusual or emergency situations. The SP may be required to assist NASA, within the general scope of work, but in currently unidentified ways, in preparation for, or in response to emergencies. Obligations under this requirement shall only arise when one or more of the criteria at FAR 18.001, enabling NASA to utilize “Emergency Acquisition Flexibilities,” are met. If the emergency preparedness and response requirements result in changes to the contract, all contract adjustments will be processed in accordance with the Changes clause of this contract.

2.19 Property and Asset Management

In accordance with NPR 4500.1, “Administration of Property in Custody of Contractors”, as amended, the SP shall provide property and asset management of all Government Property including “IT Seats” provided to the SP during the performance of the contract. IT seat assets are the desktops, laptops, smart phones and other standard IT equipment obtained from the NEST or AEGIS contracts.

Overall Property Custodian and Asset Management responsibilities will be designated to an SP employee (some Property Custodian and Asset Management responsibilities will require on-site performance). The custodian shall be trained in the use of NASA’s Plant Property and Equipment (PP&E) system and ensure users of property are properly identified in the system.

The custodian has all responsibilities as identified by NASA policy to ensure Government Property is properly marked. Local PP&E system management is provided by Stennis Space Center (SSC) and the Property Custodian must work closely with the SSC Logistics Management personnel.

The SP shall provide an IT Seat and System Hardware Asset Plan (DRD 2.19-1) to track locations and users of NEST seat assets in the NSSC occupied facilities and all other applicable locations – including “work from anywhere” (where appropriate).

2.20 Reserved

2.21 Customer Relationship Management Support

During contract performance, the NSSC COR, CO, or functional area representative will require Customer Relationship Management Support that shall encompass performing a variety of tasks in support of communication and change management objectives to include, but not limited to:

A. Perform daily quality check of websites, run broken link reports, and make necessary web content edits B. Provide document review and coordination, including editing style, format, clarity, and grammar C. Use data analysis to forecast communications needs and create communications D. Manage ServiceNow inboxes for Strategic Integration and Communications Division (SIC) support E. Perform monthly web reporting F. Develop ad hoc communications products G. Provide graphics and video editing support (e.g., Adobe Creative Suite knowledge) H. Conduct events planning and duties necessary to execute NSSC ceremonies, events, speeches, etc. (some events will require on-site performance) I. Create and distribute a monthly newsletter J. Design, print, and hang posters

2.22 Support Operations Directorate (SOD) Support

During contract performance, the NSSC will issue a task order for facility and space management responsibilities to the SP via the CO. The SP shall be prepared to accommodate this request with appropriate notice.

Support for Facility and Space Management includes but is not limited to:

A. Facility maintenance work order support;

B. Workspace reconfiguration;

C. Furniture request and ordering support;

D. Custodial oversight and quality control;

E. Grounds oversight and quality control; and F. Key Control

2.23 Reserved

2.24 New Business Support

The SP shall provide support to the NSSC’s efforts to explore new business opportunities and attract new NASA customers and services. Support shall include, but is not limited to:

A. Identifying new NASA services that could be transitioned to the NSSC;

B. Developing business cases, cost and time estimates to support such new opportunities;

C. Establishing transition strategies that address processes, metrics, timelines and information technology requirements; and D. Implementing innovative service delivery approaches that limit Government investment and application and infrastructure costs.

E. Providing temporary or short-term functional support necessary to implement or transition a new activity within a Fixed Unit Price (FUP) Transactional Service.

2.25 Print and Copy

The SP shall comply with the printing, duplicating, scanning, and copying/printing requirements in NPD 1490.1, “Printing, Duplicating, and Copying Management,” as amended.

2.26 Waste Management

The SP shall comply with the waste prevention and recycling guidelines in Executive Order 13101, “Greening the Government through Waste Prevention, Recycling, and Federal Acquisition.”

2.27 Reserved

2.28 Office of Diversity and Equal Opportunity Support

The Service Provider shall provide resources necessary to meet the planning and execution of a broad variety of equal employment opportunity (EEO) and DEIA functions at the combined NASA Stennis Space Center (SSC) and the NASA Shared Services Center (NSSC) Office of Diversity and Equal Opportunity (ODEO).

A. The SP shall provide word processing, computer applications, office organization, graphic presentations, and record keeping to meet one-time or ongoing organizational requirements.

B. The SP shall provide clerical services to include but not limited to preparing letters, reports, presentations, agendas, and meeting notices in accordance with NPR 1450.10 as amended, analyzing data and coordinating applicable IT requirements. These clerical services will require use of Microsoft Office Suite, Adobe Creative Suite, or other similar software.

C. The SP shall use workforce data to prepare EEO and diversity related studies, reports and presentations.

D. The SP shall attend all special emphasis program meetings and compose related meeting minutes, as well as coordinate logistics for events.

E. The SP shall review and update SSC/NSS ODEO webpage content.

F. The SP shall apply the principles of Federal EEO law, regulations, and policies. Use this knowledge to assist in a variety of EEO matters. Prepare EEO complaint records and files, respond to inquiries, and similar duties.

G. The SP shall support the disability program and reasonable accommodation program.

H. The SP shall align duty hours to include ODEO core office hours of 9:00 a.m. to 3:00 p.m.

2.29 Integration

2.29.1 NTSS Integration Requirements with Other Contractors

To effectively support NASA the SP shall at a minimum, implement Associate Contract Agreements (ACA) with the NASA Enterprise IT Services Contractors, the NSSC’s ESC Contractor, and other Contractors listed in Model Contract Section 6.9, to ensure continuity of service and provide transparency to the NASA customer with defined Service Level Agreements.

The SP shall integrate NTSS contract services across a variety of NASA Enterprise contracts.

Success of the NTSS Contract is dependent upon the ability of the NTSS SP to work within, and across, independent service contracts to ensure a seamless service delivery environment and capability across NASA. The primary points of integration are with NASA’s Enterprise IT Services Contracts and the NSSC’s Enterprise Service Center (ESC) contract (referenced below).

Enterprise Applications Service Technologies 2 (EAST 2)

The EAST-2 contract provides support of existing operational applications and systems, as well as improvements and additions to existing capabilities. The EAST 2 contract period of performance end date is currently June 30, 2023. (Note: There is a potential for this contract to be extended which could then overlap with performance under NTSS.)

NASA Consolidated Applications and Platform Services (NCAPS)

The NCAPS Contract will provide enterprise IT and related services to NASA. These services include information security; application, web, and platform services; information and data analytics; IT services for automation; and IT innovation. (Note: NCAPS is currently under solicitation and will be the follow-on contract to EAST 2. Estimated contract performance start date is July 1, 2023.)

Advanced Enterprise Global Information Technology Solutions (AEGIS)

AEGIS provides communications infrastructure that encompasses both wide-area and center local-area networks while supporting cybersecurity, collaboration tools, emergency and early warning systems, telephony, cabling, and radio systems.

Cybersecurity and Privacy Enterprise Solutions and Services (CyPrESS)

The CyPrESS Contract provides cybersecurity and privacy enterprise solutions and services, as well as other related IT security services, for NASA.

Enterprise Multimedia and Integrated Technical Services (eMITS)

T…