PRS_-_TVC_(Sep_2014).xlsx

XLSX spreadsheet 25 KB Posted Sep 9, 2014

Attached to: BEP Tour and Visitor Center Operations - WCF Federal contract opportunity
Solicitation number: BEP-RFP-14-0279
Issued by: Department of the Treasury Office of the Comptroller of the Currency

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Attachment A - PRS

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Other files for this federal contract opportunity

Other files attached to BEP Tour and Visitor Center Operations - WCF, newest first.
File	Type	Posted
Amendment_1.pdf	PDF	Sep 16, 2014
ATTACHMENT_H_(Transportation_Route).pdf	PDF	Sep 9, 2014
ATTACHMENT_C_(Workload_Estimate)pdf.pdf	PDF	Sep 9, 2014
ATTACHMENT_F_(Images_ _Layout_of_WCF_VTC).pdf	PDF	Sep 9, 2014
BEP-RFP-14-0279.pdf	PDF	Sep 9, 2014
ATTACHMENT_D_(Map_WCF_Tour_Walkway).docx	DOCX document	Sep 9, 2014
Attachment_E_(Past_Performance_Questionnaire).pdf	PDF	Sep 9, 2014

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Sheet1

WCF Tour and Visitor Center Operations (TVC) Performance Requirements Summary
Unless otherwise specified, all Acceptable Quality Levels (AQL) are monthly baseline thresholds. The Performance Objectives and Standards of the Contractor will be monitored by the Contracting Officer's Representative(s) (COR) on the contract, using one or more surveillance methods as noted in this document. Additional surveillance methods may be employed at a future date. Contractor performance will be documented in the Quality Assurance Surveillance Plan developed by the BEP. As defined in the contract, non-taxable products are security items produced and sold in the retail sales area by the BEP and potentially other government agencies. Taxable products are non-security novelty souvenir items. Security measures differ between the two types of products, and these policies and procedures are detailed in BEP documents that will be provided to the awarded Contractor upon contract start date. The Quality Control Plan (QCP) will be created by the awarded Contractor and subject to BEP approval as detailed in the contract.
		Random & Planned Sampling	Visual Inspection	Visitor Communication	COR Notification	COR Monitoring and/or Examination
Performance Objective and Standard	AQL	Surveillance Method(s)
C.5.1 Tour and Visitor Center
The Contractor will manage the full operations of the Tour and Visitor Center to ensure that all requirements are properly performed.
Manage visitor traffic through the TVC and logistics to monitor movement of visitors throughout the TVC.	No more than three (3) issues identified and/or confirmed by COR		X	X	X
Conduct training for Contractor staff on all contract requirements and responsibilities, and conduct continuous refresher training programs throughout the life of the contract. On a quarterly basis, Contractor provides COR(s) with a list of training conducted and employees trained.	Reports are received no more than four (4) business days after due date.					X
Operate GFE located throughout the visitor center, and if maintenance or repair is required, report any issues or concerns by notifying the COR(s) or designated representative.	Notify within one (1) business day of discovery; no more than three (3) issues not reported on time .		X	X
Provide certified and trained personnel and supervisors to administer first-aid and trained in CPR (Cardio Pulmonary Resuscitation). In addition, the PM and alternate, will have CPR and First Aid certification. All certifications must remain current, with documentation on file and viewable upon Government request, throughout the life of the contract.	100% of employees have current certifications and documentation is filed accordingly.					X
In the event of an emergency building evacuation or shelter-in-place/tornado situation, the Contractor will be responsible for ensuring all visitors are properly and safely relocated to designated areas, and are accounted for according to BEP policies and procedures, as well as being responsible for remitting any applicable after-action reports to the COR(s) per BEP policy.	100% of policies and procedures followed; 100% after-action reports submitted on time per BEP policy deadlines.			X	X	X
Monitor the entire visitor center and notify the COR(s), or designed representative, if facility maintenance or janitorial staff is needed during the hours the visitor center is open.	No more than three (3) issues identified and/or confirmed by COR		X	X	X
Per QCP deliverable guidelines, visitors are encouraged to complete and deposit comment cards in lock boxes located throughout the TVC.	No more than five (5) issues identified and/or confirmed by COR	X		X
Contractor-provided uniforms will be worn by all personnel during duty hours and adhere to the BEP dress code policy.	No more than two (2) issues identified and/or confirmed by COR		X	X	X
C.5.2 Transportation Services
The Contractor will provide safe, reliable, clean, and timely transportation services to transport visitors to/from the Transfer Station and Tour and Visitor Center. The transportation vehicles will be provided as required in Section C.4.1 of this contract.
Provide the TVC visitors with safe and timely (as per QCP frequency) transportation services by Contractor-provided vehicles to and from the Transfer Station and Tour and Visitor Center.	95% within QCP timeliness deliverable guidelines; No instances of jeopardizing safety of passengers or any other person or damaging property	X	X	X	X
Vehicles must be maintained with a clean and orderly appearance at all times during period of performance, free from observable scratches, dents, worn upholstery, and tears in upholstery. Vehicle exteriors must not be washed on Government property.	100% vehicle functionality, or COR-approved replacement or repair plan within 1 hour of service disruption; Vehicle is cleaned within 30 minutes of noticing necessity, or notify COR within 30 minutes of discovery with remediation plan (pending approval by COR(s))		X	X	X
The Contractor must comply with all federal, state and local requirements for vehicle operators. All records and reports must be retained per BEP document retention guidelines, and available for review by the COR(s) or designated representative upon request.	100% compliance					X
C.5.3 Information Desk
The Information Desk is located on the first floor and serves as the major hub where visitors can go to educate themselves on the many activities offered in the visitor center. The Contractor personnel will greet visitors and verbally provide additional facts via brochures, flyers, and informational materials about the TVC; to include highlighting the tour and retail sales operations, theater movie schedule and content, exhibit and display offerings, Treasury Hunt Game, upcoming events (both BEP and in the local community), and offer special needs equipment , tour accessibility information, and wheelchairs, and facility locational information for the escalators, elevator, and restrooms.
Staff the information desk greeting visitors upon their arrival and relate TVC offerings, answer phone calls, and address inquiries.	No more than three (3) issues identified and/or confirmed by COR, including phone calls handled within QCP guidelines	X	X	X	X
Operate the Government-provided public address system while informing visitors on tour operations, theater film schedules and educational activities offered in the visitor center.	95% within QCP deliverable guidelines		X	X	X
C.5.4 Exhibits and Displays
The two floors of exhibits and displays are an extension of the tour experience, and they educate the visitors about BEP history, the production process, and new technology.
Power on/off exhibits and displays at the beginning/end of TVC operational hours respectively, and notify the COR(s), or designated contact, of any needed repairs or maintenance service upon discovery.	100% compliance with powering on/off exhibits and displays; Repair or maintenance notifications no more than one (1) business day from discovery	X	X	X	X
C.5.5 Theater Audio Visual Equipment & Film Operations
The theater airs a 15-minute high-definition documentary film that allows visitors to see behind-the-scenes details of the currency printing process that might not be visible from the tour gallery and conveys a sense of scale of this endeavor. The film loops constantly on a fixed schedule with very little operator assistance. However, the Contractor may be asked to stop and restart the film for special guided tour groups which are scheduled in advance throughout the year.
Independently operate the theater audio-visual equipment and control access to rooms as required.	95% operational compliance; 100% controlled access compliance	X	X	X	X
Monitor the equipment and lighting, notifying the COR(s), or designated contact, of any needed repairs or maintenance service above and beyond Contractor troubleshooting to the fullest extent possible immediately upon notice.	No more than two (2) instances per month regarding attempts at troubleshooting upon discovery and COR notification if repair request is necessary		X	X	X
C.5.6 Tour Scheduling
The Contractor will schedule BEP tours for the general public, Congressional groups; special visitors; school groups; civic groups, motor coach groups, language-specific; and other special interest groups, using a Government-issued tour scheduling software program. The BEP web page (www.moneyfactory.gov) encourages the public and special interest groups to schedule tours ahead of time when the group has 10 or more people.
Enter tour information into the tour scheduling software program accurately and consistently and distribute Tour Confirmation Letters, directions, security instructions and any other pertinent or requested information to the visitor via method requested by the visitor (e.g. mail, fax, e-mail, etc.).	95% error-free data; 98% confirmation letters sent correctly	X		X
Perform follow-up notification with customer no less than two (2) business days prior to each scheduled tour, verifying that no changes have been made and the tour is still on schedule.	95% contacted, 95% on-time	X		X
In accordance with the QCP, inform all visitors prior to their arrival at the BEP on what to expect.	95% error-free	X		X
Submit daily/weekly/monthly/yearly reports on visitor and tour statistics, as required by the COR(s).	96% error-free; no more than one (1)business day late	X				X
C.5.7 Tour Operations
The Contractor will manage all aspects of the TVC operations and the quality of services is reflective of BEP to the visitors’ experiences. Public tours are self-guided and are available in both English and Spanish with the option of using either a pre-recorded hand-held tour wand or written tour spiel handouts for the hearing impaired. Self-guided tours are currently also available in written format in several other foreign languages. Self-guided audio describe tours are available for the blind or visually impaired community on hand-held tour wands.
Manage crowd control logistics and monitor all time constraints per the QCP.	No more than three (3) issues identified and/or confirmed by COR		X	X	X
Distribute tour wands and/or written tour spiel handouts and maps to visitors, providing clear instructions to the visitors on how to operate tour equipment, navigate written tour spiels and maps, and communicating BEP-provided safety and security instructions prior to their entering the tour walkway.	98% compliance for tour instructions; 100% compliance for safety instructions	X	X	X	X
Assist visitors who are visually impaired or those with other special needs by making available equipment for audio description tours for the visually impaired, interpreters for the hearing-impaired, and access to wheel chairs.	No more than two (2) issues identified and/or confirmed by COR		X	X	X
Collect tour wands and/or written tour spiels and maps from visitors upon their exit from the tour walkway and sanitize maps and/or equipment prior to reuse if needed (e.g. visible smudges, dirt, etc.), but no less than once per day when in use.	95% within QCP deliverable guidelines	X	X	X	X
Conduct periodic walkthroughs in accordance with the QCP on the tour walkway as a way to monitor the quality of the visitor experience and be available to answer questions. Contact the COR(s), or designated contact, immediately upon discovery of tour equipment malfunctions or maintenance issues and/or upon discovery of areas that are not clean and odor-free on the walkway.	98% compliance for walkthroughs; no more than two (2) issues reported later than one (1)hour from discovery		X	X	X
Contact the COR(s) or designated representative within one (1) business day upon receiving question(s) from the visitors that are not covered in Government-provided written materials.	No more than three (3) issues identified and/or confirmed by COR			X		X
Conduct periodic guided tours upon request by COR(s) for special interest groups, and pre-scheduled Congressional guided tours throughout the year, and ensure all employees are fully trained and versed at all times on the English and Spanish (if bilingual) tour spiels and other approved fun fact verbiage.	No more than two (2) deviations from QCP guidelines	X	X	X	X
Conduct guided tours (upon at least two (2) day advance notice) with American Sign Language interpreters for visitors who are hearing impaired.	No instances where more than three (3) business days are necessary for meeting deliverable			X		X
C.5.8 Retail Sales
The Contractor will manage the full scope of the retail sales operations, to include: maintain adequate inventory stock levels, receipt of products, product pricing and display, product setup and maintenance, public point-of-sales, inventories, reconciliations, and deposits.
Adequately staff the retail sales shop by following BEP Dual Control policy.	100% compliance		X		X
Start-up cash levels will be maintained for the entire period of performance for retail and off-site sales.	No instances of insufficient funds for retail sales operations				X	X
Conduct scheduled inventories, reconciliations, and sales reports as required by the Government, of products sold.	100% accuracy; 100% received within one (1)day of QCP timelines and deadlines					X
The Contractor must submit a separate monthly inventory reconciliation report to the COR(s), or designated representative for the taxable and non-taxable products. The Contractor will be responsible for all product shortages and overages in the retail operations.	100% accuracy; 100% received within three (3) days of QCP timelines and deadlines					X
Ensure correct operations and usage of Government-provided point-of-sales software programs to accurately account for all products sold, and that sales transactions are accurate and receipts balance with funds.	99% accuracy on sales figure totals					X
The Contractor will prepare same-day deposit slips of retail sales shop proceeds, to include cash and checks on a daily basis. On the designated day (Thursday) when the TVC is open, the Contractor will transport the proceeds and deposit them at the BEP’s designated bank.	99% accuracy; 100% deposits made no later than assigned day and time.					X
In the retail sales area, ensure that all BEP and other novelty products are adequately stocked, displayed, and attractively merchandised per the QCP.	No more than three (3) deviations from QCP	X	X	X	X
Ensure that vaults, safes, and storage rooms housing inventory products are accessible, neat, and orderly at all times per the QCP and allow for smooth unannounced audits and inventories at a moment’s notice.	Notify COR(s) in no more than one (1) hour for repairs/maintenance upon discovery; 100% compliance		X		X
Contractor will receive and/or return products as required and/or requested by the COR(s). All associated paperwork and electronic transaction forms will be completed and maintained per BEP policies and procedures.	100% compliance with BEP procedures; 100% accuracy for non-taxable products					X
Package and mail all damaged sales products and returns to the designated representative at the Washington, D.C. facility. The Contractor will ensure that all products are mailed in accordance with current procedures and will establish and maintain a Government-approved accountability control log for all such mailings.	100% compliance with BEP procedures; 100% accuracy on non-taxable product		X		X	X
Accurately prepare bar-coded labels for all sales products using Government-provided bar-code labelers, and accurately affix to applicable products. If sales item is not conducive for affixing a label, have a template label at cash register for scanning.	No more than three (3) instances of incorrect or missing labels for taxable products, and no (0) errors on non-taxable products	X	X	X	X
Immediately notify the COR(s), or designated representative, of any equipment problems or repair requests associated with the retail sales shop and inventory, to include point-of-sales equipment and products displays/fixtures.	No more than 30 minutes past QCP-designated notification times			X		X
C.5.9 Assembly of Educational Materials
As a collateral duty, the Contractor will assemble informational packets, to include educational materials and bags of shredded currency for public distribution during special Government-organized promotional events throughout the year. The Government will provide all materials such as written documents, folders, shredded currency, bags, and other items required to accomplish this task.
Per COR request, Contractor will assemble informational packet and bags of shredded currency throughout the year.	No more than three (3) instances of incorrect assembly; no more than one (1) time late or request unfulfilled per QCP advance notice timelines	X		X	X
The Contractor will ensure that replenishment stock levels are accurately maintained at all times per the QCP.	No more than three (3) instances of inaccurate stock levels; no more than 10% variance of replenishment notification timeliness	X		X	X
C.5.10 Snack and Rest Area
As a collateral duty, the Contractor will monitor the snack and rest area located on the first floor by the escalators in front of the retail sales area, consisting of Government-provided tables, chairs, vending machines, and containers for trash deposit.
Be responsible for immediately reporting maintenance requests to the COR(s), or designated representative, when vending machines are not operating properly.	No more than two (2) instances when notification was made post-one (1) hour upon discovery		X	X	X	X
Be responsible for informing visitors that food and drink must not leave the snack and rest area upon noticing any infractions of this policy.	No more than three (3) deviations from QCP	X	X	X	X
Be responsible for minor sprucing and cleanup efforts other than the normal daily clean-up which is provided by the janitorial staff. Notify the COR(s), or designated representative, if janitorial staff is required for issues above and beyond minor sprucing during the hours the visitor center is open per the QCP.	No more than two (2) cleanliness deviations and two (2) timeliness deviations from QCP	X	X	X	X
C.5.11 Special Educational Promotional Events and Sales Endeavors
In support of the BEP’s public education initiative, the WCF periodically hosts special events during both regular TVC hours and after hours at the WCF Tour and Visitor Center, other on- and off-site venues, and participating in special events throughout the local community, educating the public about the BEP and where to go to learn more about U.S. paper currency, and selling its products. The Contractor will be asked to assist during these after-hour events if needed and per COR approval, by staffing informational booths, providing guided tours, selling products, making announcements, providing shuttle services, or other similar functions. A separate contract Line Item is designated for this requirement for funding purposes and will be used on an as-needed-basis. In the event this after-hour service is required, the Contractor will be provided a 2-week notice and the pre-determined hourly rate of COR-approved contractor personnel participation will prevail and the number of hours will be determined. If travel is required, Contractor costs will be reimbursed by following Government travel regulations.
N/A - all performance requirements under this section are covered under other PRS areas for assessments
C.5.12 TVC Standard Operating Procedures Manual
The Contractor will maintain and update the existing Standard Operating Procedures (SOP) Manual for the WCF Tour and Visitor Center operations throughout the life of the contract. The SOP Manual covers requirements for Contractor functions as outline in Sections C.5.1 through C.5.11 of this PWS. The Government provides procedural guidance to the Contractor as required. The SOP includes procedures on the following topics, but may also include additional areas as needed throughout the life of the contract. All updates to the SOP Manual are to be provided to the COR for final approval and must be in accordance with and not to contradict BEP policies, and kept updated throughout the life of the contract.
The Contractor will maintain and update the existing Standard Operating Procedures (SOP) Manual for the WCF Tour and Visitor Center operations throughout the life of the contract.	Manual is updated within two (2) days of COR SOP approval; no more than two (2) business days deviation for timeliness of submissions for approval, per the QCP	X	X			X
C.6 Definitions of Surveillance Methods
Random & Planned Sampling – Evaluate contract performance by selecting and inspecting a sample of requirements delivery (service or service product) by a random or pre-planned segment of deliverables or timetable for inspection.
Visual Inspection – Evaluate outcomes on a periodic basis by visual inspection of contract service and deliverable requirements. Inspections may be scheduled [daily, weekly, monthly, quarterly, or annually] or unscheduled, as required.
Visitor Communication - Any communication by the public via verbal communication, email, letter, comment card, or any other form of address that indicates successful or unsuccessful contractor performance.
COR Notification – Any communication by a non-TVC visitor (such as another Government employee or contractor) via verbal communication, email, letter, comment card, or any other form of address, that indicates successful or unsuccessful contractor performance.
COR Monitoring and/or Evaluation – Direct observation by COR of Contractor service and product deliverables in adherence to contract requirements and/or the QCP metrics by either visual, electronic , or other applicable methods of observation.

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File details come from the government source that posted it. Updated Nov 14, 2017.