B.III.1 - National Vehicle Maintenance SOW & QASP - v20210909.docx

STATEMENT OF OBJECTIVES WORK (SOOW) AND QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

FOR

NATIONAL VEHICLE MAINTENANCE SERVICES (NVM)

1.0 Purpose. The purpose of this SOO is to provide an administered fleet maintenance program, to fit ATF needs, to be proactively managed, in order to gain analytical insight into the fleet’s use. This program shall optimize return on investment and replacement cycle management, reduce risk, control expenses and alleviate administrative burdens. The service shall provide services for emergency repairs, preventative maintenance compliance, managing routine repairs, & accident management.

2.0 Background. The Bureau of Alcohol, Tobacco, Firearms and Explosive (ATF) is a law-enforcement organization with unique responsibilities and is dedicated to reducing violent crime and protecting the public. ATF protects the public from crimes involving firearms, explosives, arson, and the diversion of alcohol and tobacco products; regulates lawful commerce in firearms and explosives; and provides worldwide support to law enforcement, public safety, and industry partners. Additional information on ATF is accessible via the Internet at (www.atf.gov).

The Materiel Management Branch (MMB) is responsible for the procurement and development of policy and procedures to control and manage Bureau-owned and GSA-leased vehicles, accidents, postage and mail security. ATF’s vehicle fleet is comprised of agency owned passenger sedans, sports utility vehicles (SUV), crossovers, heavy, medium and light duty pickup trucks, minivans, buses, passenger vans and cargo vans. ATF purchases vehicle models which blend in with the general vehicle population so as to not be recognized as police cars.

3.0 Scope.

3.1 General Scope. The contractor is to provide an administered fleet maintenance program. The Contractor shall provide all personnel, equipment, supplies, facilities, tools materials, supervision, other items and non- personal services necessary to provide a National Vehicle Maintenance Services (NVM) for the Materiel Management Branch (MMB), Property, Acquisition and Safety Division (PASD) of the Bureau of Alcohol, Tobacco, Firearms and Explosives (ATF).

The contractor shall provide an online portal (website) for evaluation with trial log-on info and/or sufficient information to articulate whether or not the proposed online portal meets the needs of the Government as communicated below. The Contractor should provide information on how they control access to data by users/systems/service; this should also include how they log & control access by their contracted & subcontracted support. The Contractor should disclose their methodology to protect Data/PII and how it is accomplished. Finally, how will the Contractor track, export, and manage the Data individually and/or in bulk to meet federal record management and litigation hold requirements.

3.2 Specific Areas of Scope. The NVM services contract shall provide ATF vehicle maintenance data that can be easily accessible via many different reporting capabilities. These reports should capture details along with historical data as well. The type of reporting should highlight maintenance detail, history detail, billing detail, history summary, repairs by type, PM compliance, WEX interface, unbilled maintenance, preferred vendor utilization, and more. This data is exportable to excel, csv, pdf, xml format and is also gives the ability to edit the data. In addition, ATF will have the ability to access customized reporting tools (Tableau/Power BI) that can be created to closely match ATF’s templates/layouts and be able to analyze, filter, and pull data to upload to internal system for reporting purposes. Each maintenance transaction should be able to drill down to identify the date, mileage, vendor, notes, cost and even download the vendor invoice of the work that has been completed as back up for auditing purposes.

· Contractor to provide maintenance invoice housed in contractors portal of the actual maintenance repair

· Contractor to abide by Sales Tax exemption status to ATF

· Contractor to provide a dedicated vanity phone line for ATF

· Contractor shall provide a dedicated analytical resource who is in addition to the normal day-to-day account management team

· Contractor shall support GSA pricing for specific vendors

· Contractor shall have ability to provide on-site maintenance

· Contractor shall have large in-network base outside of National Account Vendor Network

· requiring an Application Programming Interface (API) connection available if Sunflower is able to integrate directly with the NVM contractor’s system. This would allow for automated daily data transfers instead of manual exporting/importing via Excel, CSV, PDF, XML.

· Contractor to provide duration of time that each vehicle spends in the maintenance garage (i.e., whether they were able to fix it in a couple hours or if it required days to complete). This will not only help track NVM contractor performance but also provide ATF with data on vehicle downtime as a result of repairs.

3.3 Operational Constraints.

3.3.1. The contractor shall provide an “Enterprise” National Vehicle Management Services (NVM) solution. Enterprise is defined as supporting 5-500 office locations; offering up to three (3) secured user names/passwords per location to eliminate sharing passwords; complimentary accounts with Administrative Oversight allowing centralized management capabilities; and IT administrative assistance and/or access option for ATF testing, cyber security monitoring, Tier 1 break fix resolution, optimization of web performance, and logging information.

3.3.2. The Enterprise NVM Service shall provide a centralized management service with a master Enterprise Reporting Account capability to allow program management by the Administrator to track all vehicle fleet related information and vehicle related maintenance associated with transactions by site, account, vehicle and executive summary view options. The NVM solution shall offer Program Administrator Controls that allow the Administrator to set user spending limits, change user profile controls and permissions. The NVM solution shall also provide named user site providers and local management services with site and local level tracking.

3.3.3. The Enterprise NVM Services solution is considered a managed service solution in a shared commercial database/cloud where ATF IT compliance controls outlined, apply to the portion of the systems, services, content and support related to ATF specific information.

3.3.4. ATF information shared through a Web Application and/or Application Portal that shall be protected and accessible only by authorized Government and authorized Contractor support. ATF information shall be maintained and protected inclusive of logical container protection elements, especially if maintained in a shared Contractor NVM SaaS solution. The Contractor shall provide a summary document summarizing the protection measures, sensitive information data map; and shall address the information assurance compliance requirements measures that will be leveraged to provide the managed services. ATF follows a Systems Development Lifecycle (SDLC) program/project management strategy that requires change control approval and an Authority to Operate for production services enablement.

3.3.5. All solution electronic communications between the Government users and the Contractor for Enterprise NVM Services shall be encrypted in transit, using compliant web and portal access controls. All web based data information transferred to and from an ATF user device shall processed through an authorized browser portal; and Department of Justice, Justice Cloud Optimized TIC Services (JCOTS), (DOJ) Trusted Internet Connection (TIC) access point. Electronic communications information, if stored externally, shall meet the federal compliance standards. ATF will retain data and electronic information in accordance with Department of Justice retention policy requirements, unless information handling compliance allows for sufficient disposition prior to release. Privileged data specific to ATF used for automation, analytics and reporting is considered the property of ATF.

3.3.6. In accordanceReferencing with FAR Part 39.105, this section is included in this SOO. This section applies to solution, support, and IT resources, including awardees, contractors, subcontractors, lessors, suppliers, and manufacturers that may have access to ATF sensitive data. Ddata is considered Sensitive Data that contains ATF IT interconnection configuration settings, ATF user’s account identities and identity management configuration settings; and content containing Personally Identifiable Information that includes accident details, credit card information, sensitive user information, vehicle license plate data and ATF site locations. Non-Sensitive data shall follow standard industry information controls including information related to vehicles, service stations, or other general publically accessible information or IT services. undercover vehicles will be included in the national vehicle maintenance program? The vendoe shall address how these vehicles may need to be treated separately to ensure anonymity.

The Enterprise NVM Service Solution shall present no security vulnerabilities to the Government’s sensitive but unclassified networks and meet all current security parameters outlined in Attachment A: Security of Information and Information Systems ( DOJ PGD 15-03 Guidance). The Enterprise NVM Services solution shall provide a method to prevent unauthorized usage and unauthorized access to Governments information. The contractor shall maintain all services and shall comply with all security and regulatory compliance requirements, see Attachment B: Referenced Standards and Compliance Requirements.

3.3.7. Services delivered, configured, operated, maintained and optimized shall align to the strategic plan and enterprise architecture. Contractor staff who may have access to ATF information containing Personally Identifiable Information (PII) shall safeguard sensitive data and information technology resources; shall have a completed background investigation; and shall have a signed a Rules of Behavior (ROB) and NDA in place. All performance outcomes will be delivered in accordance with DOJ information assurance policies and requirements.

3.3.8. The contractor shall meet the Procurement Guidance Documents DOJ IT Security Standards. If the contractor acts on behalf of, or provides advice with respect to any phase of an agency procurement, as defined in FAR 3.104-4, then the contractor shall execute and submit a IT Non-Disclosure Agreement (NDA) Form; and ensure that all its personnel (to include subcontractors, teaming partners, and consultants) who will be personally and substantially involved in the performance of the SOO submit an NDA if they have access to sensitive data.

4.0 Quality Assurance Surveillance Plan - Performance Objectives.

The below performance objectives are identified for the “Enterprise” National Vehicle Management Services (NVM) solution.

Provide various briefings, reports, analsys and planning in support of fleet management or logistics needs

Comply with government provided formats, content requirements and timelines

Provide accurate minutes, outcomes and action items

Reporting is exportable to Excel, CSV, PDF, XML

Custom Reporting tool (Tableu/Power BI) can be used to create customized reporting tools (reports/graphs)

Reporting can be filtered and pulled from reports for customization

API connection capabilities above, it may be worth referencing here as well.

99% of documents within timelines/system accessible at all times

99% format accuracy

99% support when given adequate notice Random sampling of documents and meetings

Periodic inspection of data quality

Customer Input

Provide centralized and site level consolidation of records and reporting with web based or portal access to services and administration controls

Comply with government provided standards

Provide deeper dive into open and closed transactions including a copy of vendor invoice as back up document

Keep vehicle data at least 98% accurate in the fleet management information system

Random sampling of documents and reports

Periodic inspection of data quality

Customer Input

Periodic inspection of data quality

Management of body repairs

Monitor vehicle downtime

Random sampling of documents and reports

Periodic inspection of data quality

Customer Input

Gather complete accident report from the driver

Assist drivers with Bureau procedures Towing

Internal notification

Collection of incidents/accident documents for comprehensive reporting

Management of body repairs

Monitor vehicle downtime

Roadside assistance

Centralized Billing

Random sampling of documents and reports

Periodic inspection of data quality

Customer Input

5.0 Type of Contract. ATF intends to award a Single Firm Fix Price Contract (FFP).

6.0 Period of Performance. The period of performance shall be one base year and four 12-month option periods.

7.0 Place of Performance. The work to be performed under this contract shall be at the Contractor’s designated facilities no further than 5 miles from the metropolitan area and 15 miles from a rural area from ATF facilities identified in attachment AppendixAttachment CA: ATF List of Offices – National Vehicle Maintenance. Contractor will provide a percentage of the fleet that the 5/15 miles would apply to (e.g., “85% of the fleet locations”)

8.0 Government Information. The government will provide access to its asset management systems and associated data as needed. The Contractor shall comply with all ATF information security standards and requirements.

9.0 Government Property/Equipment. N/A unless contractor identified.

10.0 Deliverables. Delivery schedule will be based on task and government policies and instructions covering the scope of the contract listed in section 3.0. The delivery schedule for other reporting will be determined as required.

Mishap, Accident, Unsafe Condition reporting

Preventive maintenance schedules Recurring vehicle downtime reports (average vehicle downtime month over month, year over year, etc.)

Maintenance and repair status reporting/services due

Billing statements

Recurring maintenance cost reporting to include total and average maintenance costs by vehicle, time period, organization, etc.

11.0 Quality Control.

11.1. The Contractor shall develop, maintain a documented effective Quality Control Program (QCP) to ensure effective quality services are performed in accordance with this SOO The Contractor shall develop and implement procedures to identify, prevent, and ensure non-reoccurrences of defective services. The Contractor’s QCP is the means by which the Contractor ensures that the work complies with this contract. The QCP is included as an attachment and was reviewed as a part of the Technical Evaluation. Any changes to the plan during the period of the contract shall be provided to the CO and COR for review no later than ten (10) business days prior to the effective date of the change. The CO and COR will provide approval and acceptance of the changes to the QCP within ten (10) business days from date of receipt.

The QCP will also address, if needed and directed by the COR, the information collected in compliance with the President’s Management Agenda for improving productivity, controlling costs, and implementing the responsibilities of the E-Government Results Act of 2002. This information provides the input into the continuing review of the government staffing, methods of operations, and support required to accomplish the organizational mission. To assist in the collection of workload and staffing data associated with human capital and organizational review, the Contractor may be asked to complete a variety of workload forms and participate in interviews when requested.

11.2. All information and data related to this project that the contractor gathers or obtains shall be both protected from unauthorized release and considered the property of the government. The contracting officer will be the sole authorized official to release verbally or in writing, any data, the draft deliverables, the final deliverables, or any other written or printed materials pertaining to this contract. Press releases, marketing material, or any other printed or electronic documentation related to this project, shall not be publicized without the written approval of the contracting officer. The Contractor shall develop, maintain a documented effective Quality Control Program (QCP) to ensure effective quality services are performed in accordance with this SOO.

11.3. Contractor Provided “DRAFT” Quality Control Plan (QCP).

· Random Report Sampling, which shall be performed by the COR designated inspector.

· Periodic Inspection – COR typically will perform the periodic inspection, particulary focused on data quality, on a monthly basis.

· Customer Input – Review of customer and stakeholder feedback.

Below are the task required by the contractor:

Submit a report of scheduled, completed, and outstanding tasks monthy

Administer quality control program including subcontractor management in accordance with QCP

12.0 Meetings. For all meetings, the contractor shall be responsible for providing meeting materials, and administrative and facilitation support. Meetings will be conducted at either the ATF location at 99 New York Avenue, NE, Washington DC, through video conferencing, or through teleconferencing, as most appropriate for the issues being discussed, as approved by the Contracting Officer.

The contractor agrees toshall attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation (FAR) Subpart 42.5. The CO, COR, and other Government personnel, as appropriate, may meet periodically with the Contractor to review the Contractor's performance. At these meetings the CO and/or COR will apprise the Contractor of how the Government views the Contractor's performance and the Contractor shallwill apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the Government. They may be called per Callissue or may be consolidated into one meeting at the Government’s discretion.

13.0 Non-Personal Services. The Government shall neither supervise contractor employees nor control the method by which the contractor performs the required tasks. It shall be the responsibility of the contractor to manage its employees and to guard against any actions that are of the nature of personal services, or give the perception of personal services. If the contractor feels that any actions constitute, or are perceived to constitute, personal services it shall be the contractor’s responsibility to notify the Contracting Officer (CO) and Contracting Officer Representative (COR) immediately. These services shall not be used to perform work of a policy/decision making or management nature, i.e., inherently Governmental functions. All decisions relative to programs supported by the contractor shall be the sole responsibility of the Government.

14.0 Business Relations. The contractor shall successfully integrate and coordinate all activity needed to execute the requirement. The contractor shall manage the timeliness, completeness, and quality of problem identification. The contractor shall provide corrective action plans, proposal submittals, timely identification of issues, and effective management of subcontractors. The contractor shall seek to ensure customer satisfaction and professional and ethical behavior of all contractor personnel.