B08_Attach_1_Virtual_Standby_Queuing_PWS.docx

PERFORMANCE WORK STATEMNET (PWS)

FOR

VIRTUAL STANDBY QUEUING SYSTEM

National Park Service – Pearl Harbor National Memorial

OAHU, HAWAII

January 14, 2026

1.0 DESCRIPTION OF SERVICES

1.0.1 PURPOSE

The purpose of this contract is to implement and maintain a commercial, off-the-shelf (COTS) virtual standby queuing system to reduce the amount of time visitors physically stand in line while waiting for standby seating on the boat to the USS Arizona Memorial. The system shall allow visitors to hold a place in line virtually, receive text notifications when seating becomes available, and report to a designated standby callback check-in area for boarding.

The system shall include multi-language functionality, meet Americans with Disabilities Act (ADA) accessibility requirements, and support international visitors. The NPS shall have access to the reservation messaging system to post visitor notifications (e.g., weather delays, boat delays, or other unforeseen circumstances).

The Contractor shall provide all commercially available software, hardware, licensing, installation, training, customer support, technical support, and system maintenance necessary to operate the virtual standby queuing system throughout the contract period.

1.1 BACKGROUND

Visitation to Pearl Harbor National Memorial has steadily increased since the National Park Service (NPS) began working with the United States Navy to provide access to the USS Arizona Memorial. Annual visitation consistently ranges between 1.5 and 1.7 million visitors. Historically, a significant number of visitors without reservations were required to wait in long physical lines, often in extreme weather conditions, resulting in visitor dissatisfaction and, at times, medical emergencies.

In August 2023, in collaboration with Pacific Historic Parks (PHP), the NPS evaluated multiple vendors through a pilot program to test a virtual standby queuing system. Following the pilot, one system was further refined and has been used operationally for over one year. Based on improvements demonstrated to visitor experience, safety, and operational efficiency, the NPS intends to transition this capability into a long-term, commercially supported service.

1.2 OBJECTIVES

The objectives of this requirement are to:

• Provide visitors without advance reservations a safe, efficient, and accessible opportunity to visit the USS Arizona Memorial.

• Reduce physical queuing time and exposure to heat-related health risks.

• Allow visitors to explore museum exhibits and other park resources while awaiting standby boarding.

• Support multilingual and ADA-accessible visitor interactions.

• Improve operational flexibility and situational awareness for NPS staff managing standby boarding.

2.0 SCOPE OF WORK

The Contractor shall provide a fully functional, end-to-end virtual standby queuing system using commercially available solutions. The system shall be capable of supporting visitor self-enrollment via QR codes or kiosks, queue management by NPS staff, automated text notifications, and on-site validation for boarding.

Services under this contract include, but are not limited to:

• Software licensing and configuration

• Hardware provisioning and installation

• Internet and network connectivity required for system operation

• System integration and testing

• Training for NPS staff

• Ongoing customer and technical support during operating hours

• Preventive maintenance, repairs, and replacements

• Software updates and enhancements consistent with commercial practices

2.1 SOFTWARE REQUIREMENTS

The virtual queuing software shall include the following commercial capabilities:

• Administrator dashboard for configuration, monitoring, and reporting

• Attendant web application for queue management by park staff

• Visitor mobile web application for queue enrollment and status updates

• Check-in kiosk web application

• Visitor validation QR code functionality

• Dedicated SMS phone number with international texting support

• Multi-language translation support

• ADA-compliant user interfaces

• Ability for NPS staff to post alerts and custom notifications

• Remote monitoring and troubleshooting capabilities

• Digital signage content scheduling

• QR codes that periodically renew and are geographically restricted for on-site use only

2.2 HARDWARE REQUIREMENTS

The Contractor shall provide and maintain commercially available hardware necessary for system operation, including:

• Touchscreen check-in kiosks (iPad or equivalent)

• QR code scanning kiosks

• Mini tablets for staff queue management

• Digital signage media players

• LCD monitors displaying standby numbers

• Kiosk stands (weighted, non-rolling and rolling as required)

• HDMI cables and surge protection All hardware shall be maintained in good working order and replaced or repaired as necessary.

2.3 SERVICES

2.3.1 Installation and Configuration

The Contractor shall install and configure all system components on site and verify system functionality prior to operational use. Installation activities shall be coordinated with the Contracting Officer’s Representative (COR) to minimize disruption to visitor operations, consistent with normal commercial implementation practices.

2.3.2 Training

The Contractor shall provide initial training sufficient to enable NPS staff to effectively operate the system. Training content shall include system operation, queue management, language selection, ADA support features, and alert management, consistent with the Contractor’s standard commercial onboarding practices.

2.3.3 Operational Support

The Contractor shall provide customer and technical support availability during published operating hours (7:00 a.m. – 5:00 p.m. HST) in a manner consistent with the Contractor’s standard commercial support practices. Software or hardware updates shall be performed outside of operational hours whenever practicable.

2.3.4 System Operation

The system shall enable visitors to enroll in the standby queue via QR codes or kiosks and receive automated notifications when it is time to report for check-in. NPS staff shall be able to manage queue flow, issue notifications, and validate visitor check-in using the system.

2.3.5 Maintenance and Updates

The Contractor shall maintain hardware and software in accordance with its standard commercial lifecycle and maintenance practices. Hardware shall be inspected at commercially reasonable intervals, not less than annually. Software updates and enhancements shall be applied consistent with commercial standards.

The Contractor shall maintain commercially available contingency or failover capabilities, as offered to its commercial customers, to minimize service interruption.

2.4 PERMITS & LICENSES

The Contractor shall obtain and maintain all permits and licenses required to perform the services under this contract. The Contractor shall comply with all applicable Federal, State, and local laws and regulations. Subcontractors shall meet equivalent licensing and insurance requirements.

3.0 CONTRACT ADMINISTRATION

3.1 PERIOD OF PERFORMANCE

The base period of performance shall begin on or before April 1, 2026, with four one-year periods from April 2027 through March 2031, as specified in the contract.

3.2 PRE-PERFORMANCE MEETING

The Contractor shall participate in a pre-performance meeting with the Contracting Officer (CO), COR, and other designated Government personnel to confirm performance expectations and coordination requirements.

3.3 QUALITY CONTROL

The Contractor shall maintain a quality control program consistent with standard commercial practices to ensure services meet contract requirements.

3.4 GOVERNMENT REMEDIES

Government remedies for nonconforming services shall be administered in accordance with FAR 52.212-4, Contract Terms and Conditions—Commercial Items.

3.5 COMMERCIAL WARRANTY

The Government shall receive the same warranty and service remedies provided to the Contractor’s most favored commercial customers.

4.0 SAFETY AND PROPERTY PROTECTION

The Contractor shall perform work in a safe manner in accordance with applicable Occupational Safety and Health Administration (OSHA) requirements and shall protect Government property consistent with FAR 52.237-2.

4.1 CONSERVATION OF UTILITIES

The Contractor shall comply with Government utility conservation policies and ensure operations do not result in unnecessary waste.

5.0 FINANCIAL REQUIREMENTS

5.1 PAYMENTS

As a general policy, the NPS makes payments after work is complete for one time service and supply contracts. Recurring service contracts are paid at varying frequencies based the terms and conditions within the contract. The CO may establish a payment schedule, but payments will only be made after the Government has received a distinguishable benefit. Regardless of payment frequency, the process for payment is the same.

The contractor shall submit their request for payment via IPP. The request for payment must be based on work completed.

The Contractor shall:

After submission to IPP, the RO will receive a payment request through FBMS and coordinate approval/rejection with the COR (courtesy copy the CO and CS).

If the invoice is approved by the COR, the RO will process for payment.

6.0 GENERAL INFORMATION

6.1 DAYS AND HOURS OF OPERATION

Boat Tour runs daily from 8:00 a.m. to 3:30 p.m. HST at the Pearl Harbor National Memorial.

System installation shall occur on the initial service day between 12:00 p.m. and 5:00 p.m. HST. All standby operations shall be suspended during this period to allow for software and hardware installation.

Staff training shall be conducted on the following day while normal operations continue. Training shall include but limited to instruction on the virtual queuing system, software and hardware components, translation system, ADA system, reservation system, and alert system.

Installation and training schedules shall be coordinated with the COR to minimize operational disruption.

6.2 DISPOSAL OF MATERIALS

The Contractor shall dispose of all debris and unserviceable materials off-site in accordance with applicable laws and regulations. Government-owned or hand-receipt items shall be returned or replaced as directed by the Government.