Draft GLASS PWS.pdf

PERFORMANCE WORK STATEMENT

NASA Glenn-Langley Administrative Support Services

(GLASS)

EXHIBIT A

NASA Glenn-Langley Administrative Support Services (GLASS)

PERFORMANCE WORK STATEMENT

1.0 Introduction

The Performance Work Statement (PWS) describes the requirements for administrative services in support of directorates, divisions, programs, offices, and other Government agencies that will be provided by the Contractor to NASA at the Government’s sites, defined as the Langley Research Center (LARC), Hampton, VA, including NASA facilities at Joint Base Langley-Eustis (JBLE) and Glenn Research Center (GRC), Cleveland, OH, including Neil A.

Armstrong Test Facility, Sandusky, OH, and NASA Safety Center, Cleveland, OH, and other NASA Centers as directed by the Contracting Officer (CO). In the event services are required at other NASA operating locations or alternate work locations, the Government and the Contractor shall negotiate the fully burdened rate (FBR) for the location.

The Contractor shall be responsible for the overall successful performance of the NASA Glenn- Langley Administrative Support Services (GLASS) contract and provide all necessary resources to meet contract requirements. The Contractor shall be responsible for all training and certifications, determined appropriate by the Contractor, required to accomplish contract requirements. All work completed under this contract shall comply with requirements contained in the applicable documents delineated in Section 4.0, Attachment 4.16, Applicable and Reference Documents Lists. The release of new revisions of applicable and reference documents during the performance of the contract will supersede those defined in Attachment

4.16 at the start of the contract.

Unless indicated otherwise, requirements below apply to both Glenn Research Center and Langley Research Center.

2.0 Scope Administrative Support

2.1 The scope of this PWS defines a comprehensive set of administrative services required to support the Agency and Centers’ organizational operations in areas such as general office operations, financial tracking, small purchasing support, meeting and event planning, correspondence and information delivery, information technology services coordination, awards and training tasks support, office move coordination, property coordination, and general reporting and data collection. Other services are described in this contract, which generally provide clerical or administrative assistance to enable mission success. All services require knowledge of policies, methods, requirements, procedures, and systems related to business functions that increase effectiveness and enable the NASA mission. The general scope of the duties performed for administrative support are outlined below in Section 4.0 Administrative Support Services Requirements.

2.2 The Contractor shall provide day-to-day support requiring professional administrative and functional skills for the smooth operation of a typical office environment. The Contractor shall provide temporary support for other organizational administrative staff during their absence (e.g., training, emergency illnesses).

2.3 The Contractor shall be capable of effectively operating standard office equipment.

2.4 The Contractor shall be knowledgeable of and remain proficient in the use of various applications and tools made available by the Agency and Center(s) including, but not limited to, office products, tools, and collaboration products such as Microsoft 365 and other software applications including, but not limited to:

o Word o Outlook o Excel o PowerPoint o Teams o SharePoint o OneDrive o Adobe Acrobat o Cisco Jabber

2.4.1 Contractor shall be knowledgeable of and remain proficient in standard business practices and soft skills including, but not limited to:

o Gregg Reference Manual o Business English o Professionalism o Customer Service o Proactiveness o Team Building o Mentorship

2.5 The Contractor shall work with the Government to support any centralized service delivery models which may be developed to provide services to multiple customers within the Centers, or to other Centers.

2.6 The Contractor shall provide the management and oversight necessary to accomplish the requirements of this PWS. The Contractor shall also provide all necessary personnel, management, equipment, supplies, training, and travel (not otherwise provided by the Government) and shall be required to deliver the services described herein.

2.7 Services and products required under this contract generally shall be provided from on-site facilities as described in Section 1.0. The Contractor may also be allowed to telework according to the conditions specified in Clause X. The Contractor may be required to travel to temporary off-site locations within the Continental United States (CONUS) and Outside the Continental United States (OCONUS) to provide services.

3.0 General Requirements

The following general requirements apply to all sections of the PWS areas and any issued task orders unless specifically identified:

3.1 The Contractor shall adhere to the latest versions of all applicable guidance identified in Appendix X – Applicable References in the performance of this PWS.

3.2 The Contractor shall develop and maintain all contract deliverables as required in Exhibit X

– Contract Documentation Requirements.

3.3 The Contractor shall provide all necessary management to ensure the successful performance of the requirements stated in the contract to include, but not limited to, technical and business functions to plan, implement, track, report, and deliver the required products and services described in the PWS and contract. The Contractor shall:

i. Apprise the Contracting Officer (CO) and Contracting Officer’s Representative (COR) immediately of any issues that could have an adverse impact on successful performance of the contract requirements.

ii. Provide financial data and other information to the CO and COR as requested in support of data calls and other requests for contract related information.

iii. Notify the Government of any changes to the contract management structure including the roles and responsibilities of contract management and team leads and the lines of communication between contract management, any subcontractors, and the Government.

3.4 Management Meetings and Reviews

3.4.1 The Contractor shall participate in periodic meetings with the CO and COR to discuss contract performance issues, process improvements, corrective actions, and other details of contract operations. The Contractor shall maintain frequent communications with the Government regarding technical challenges, accomplishments, findings, problems, risks, corrective actions, progress, and other details of contract operations.

3.4.2 The Contractor shall schedule and attend general performance management reviews, at times mutually agreed upon with the CO and the COR. The CO, COR, and other Government personnel, as appropriate [e.g. Technical Point of Contact (TPOC)] will meet periodically with the Contractor to review performance. Performance management reviews will be held at least semi-annually; however, the Government reserves the right to conduct these reviews more frequently as needed. The Government and the Contractor will work together in advance of the review to develop the agenda which will include, but not limited to, status and feedback on performance standards, overall contract performance, and any significant events that occurred or are forecasted. Performance management reviews are intended to serve as an opportunity for open dialogue on the current status of the contract. The Contractor shall document the meeting and provide the minutes to the CO and COR.

3.5 Strategic Management Plan

The Contractor shall provide a Strategic Management Plan (SMP) which defines and integrates contract work activities and requirements across the contract (including subcontracted efforts).

The Contractor shall develop the SMP and changes thereto, in coordination and collaboration with appropriate NASA personnel associated with the contract including, but not limited to, the CO, COR, TPOC and Points of Contact (POCs) to ensure focus is placed on implementing requirements and aligning them to projected funding levels.

The SMP is intended to be a flexible working document, incorporating changes throughout the year, with COR concurrence and CO approval, to accommodate changing requirements. The Government and the Contractor will continuously collaborate and coordinate on changes to the SMP to ensure a clear understanding of the requirements, the division of roles and responsibilities, and the SMP content.

3.5.1 Objectives and Content of the SMP

The details and content of the SMP are identified in Appendix X. The SMP shall reflect the most efficient operational approach to meet contract requirements. The SMP shall detail the

Contractor’s overall approach to meet the PWS requirements in accordance with Government provided information as described in Paragraph 3.5.2 below.

3.5.2 Government Provided Information

The Government will provide operational and budgetary parameters for inclusion and consideration in development of the SMP for the upcoming Government fiscal year. The Government may also include parameters for multiple years. The parameters may fluctuate and will include, but are not limited to:

i. Annual projections of requirements by Center and organization

ii. Performance criteria for functions to be performed by the Contractor

3.6 Electronic Contract Management System (ECMS)

The iSite Contract Management Portal (iSite) will be provided by Government to facilitate contract administration and oversight for the GLASS Contract. iSite is a suite of tools which includes configurable workflows, financial reporting, configurable estimates, document repository, and automated email notifications among other functions based on NASA managed security controls. More information may be found at the vendor' s website https://www.isitellc.com/icmp/.

The Contractor shall work with the Government to configure the provided system for this contract as part of contract phase-in and ensure that the system is operational prior to the start date of this contract.

The Government and the Contractor shall use the Government provided ECMS to facilitate the contract management process (for new and existing work), which will allow for the electronic initiation, receiving, review, approval, issuance, and modification of work under this contract. For both Core and IDIQ work the system will be used to: (1) create, schedule, approve, document, track and monitor contract activities; and (2) plan and manage resources. For all PWS areas, Technical Direction Notices (TDNs), and Task Orders (TOs), the Contractor shall input all applicable fields in ECMS (e.g., period of performance, work year equivalents (WYEs), labor categories, total price, if applicable, subcontractor data (e.g., labor categories, hours, and costs), Government furnished equipment and/or information, customer contact information, travel, and a completed task quality standard metric, if applicable, with customer feedback and comment input field.

3.7 Workforce Management

i. The Contractor shall coordinate with the Government to cross-utilize the workforce to meet evolving requirements among individual organizations and across work locations, as required.

ii. The Contractor is expected to take steps to ensure a seamless transition between employees. The Contractor shall provide thorough hand-over training, to ensure continuity of service, between the outgoing and incoming Contractor employee prior to the permanent transition, unless otherwise communicated by the COR that no training is required.

iii. For new permanent positions, the Contractor shall begin services within 20 workdays.

iv. For vacancies of existing permanent positions, the Contractor shall fill within 15 workdays of when the Contractor receives notice of a Contractor employee resignation.

v. In the case of internal Contractor reassignments, the Contractor shall provide a minimum of

10 workdays notice to the COR when a Contractor employee reassignment results from a Contractor action.

vi. For temporary support, the Contractor shall begin services within 10 workdays, unless a later start date is requested by the Government or agreement has been reached with the COR for a later start date.

vii. The Contractor shall meet the requirements stated in this section unless mutually agreed upon between the Contractor and the COR.

3.8 Work Schedule

A full-time work schedule is 40 hours per week and the normal range of business hours at the Center(s) is 6:00 a.m. to 6:00 p.m. local time, with core hours worked by the Government between 9:00 a.m. and 3:00 p.m. local time.

i. The Contractor shall maintain flexible work schedules to include night or daytime hours, weekends, holidays, and/or overtime to support the customer’s dynamic events and schedule.

ii. Some positions will require occasional instances of performing services outside normal working hours, such as requirements for working an extended day, working late (working beyond the mutually agreed ending time for any day), or working on a weekend. The Contractor is responsible for managing employees’ work schedules and compensation accordingly, as needed, to provide services outside normal working hours.

3.9 Training

3.9.1 The Contractor shall provide a qualified workforce and be responsible for any necessary training of its employees and ensuring employees achieve and maintain proficiency in the requirements contained in this PWS appropriate to their responsibilities and classification. In addition, the Contractor shall be responsible for providing:

i. Review of performance for newly assigned employees to ensure quality of service. Provide additional training as needed.

ii. Annual refresher and developmental training for all its employees

iii. Training of its employees for unique requirements

iv. Updated training to comply with new system releases of Federal/NASA/Center procedures.

Below is a listing of anticipated training areas and currently utilized applications unique to

NASA:

• Federal/NASA/Center Records Management Policies and Procedures

• NASA Correspondence Policies/Requirements

• NASA Procurement Policies and Procedures

• NASA Training Systems (e.g. System for Administration, Training, and Educational

Resources for NASA (SATERN) and Centralized Online Management of Education and Training (COMET) (LARC only)

• Federal Travel System (e.g. CONCUR or the current NASA travel software) and Travel Regulations

• NASA Enterprise IT Services System (e.g. NASA Enterprise Service Desk)

• NASA Systems for Move Coordination (e.g. Langley Move Tool)

• NASA Property System (e.g. N-PROP)

• NASA Automated Awards System (NAAS)

• NASA Identity and Access Management System (IdMAX)

• NASA Organizational Profile Systems (NOPS)

• NASA Time and Attendance System (e.g. WebTADS )

• Operation of Basic Office Equipment (copiers, printers, fax machines, multifunctional devices, etc.)

• NASA Headquarters and Center Senior Management Officials

Training should not be limited to the items listed above and should include any subsequent application/system release or replacement that may be adopted by the Government/ Agency/Center.

3.9.2 The Contractor shall be required to attend any mandatory training designated for Contractors.

3.9.3 The Contractor shall assess their workforce training needs on an annual basis and provide an updated annual training plan, aligned with the Strategic Management Plan (SMP), addressing all requirements, and addressing timelines for attaining proficiency levels commensurate with labor categories and level of duties performed by that labor category. The Contractor may require specific training due to the assignments received or organizational-specific requirements, which will be coordinated between the COR and the Contractor.

The Contractor shall give each new Contractor an orientation within the first week of onboarding. This briefing shall include, but is not limited to:

• Prohibited Performance of Personal Services - Pursuant to FAR 37.104

• Overview of NASA Headquarters and Center Senior Manager Organizational Charts

• Center Workplace Expectations

• Security and Safety

• Privacy Act of 1974

• Personally Identifiable Information (PII) and Controlled Unclassified Information (CUI)

• International Traffic in Arms Regulations (ITAR), Export Administration Regulations (EAR), and Export Control regulations

• IT Policies and Procedures

• Center Resources

3.9.4 The Contractor shall participate in any administrative communities of practice, administrative “tiger teams” or collaborative efforts promoted by the Government to share best practices and promote process improvements or standardizing of practices across offices/locations.

3.9.5 The Contractor shall collaborate with the Government, as requested, to develop “desktop guides” or other administrative guides intended to provide all Contractor resources with on-the-spot access to organizational processes and procedures.

3.9.6 The Contractor shall furnish all personnel, training, facilities, specialized equipment, materials, and transportation not provided by the Government, necessary to perform services outlined in the PWS.

3.10 The Contractor is encouraged to incorporate innovation and continuous improvement in processes and practices to ensure performance is managed effectively and to take advantage of optimizing work.

3.11 The Contractor may be required to have a Secret or Top-Secret clearance for some work areas. The Contractor is responsible for ensuring only cleared personnel work on those assigned tasks in accordance with the contract. Further information is identified within the DD Form 254, Security Classification Specification.

3.12 The Contractor shall handle, transmit and protect files that contain Personally Identifiable Information (PII), Controlled Unclassified Information (CUI), and/or Privacy Act documents in accordance with NASA policies and procedures. When handling electronic data NASA encryption software shall be used and hardcopy documents shall be protected accordingly.

Disposal of files shall be in accordance with Government-approved procedures.

3.13 The Government will provide the necessary IT hardware and software and access to any available information, facilities, and equipment needed. For on-site Contractors, the Government will provide office space, desk, and phone. For off-site Contractors, the Contractor shall utilize the Agency’s virtual private network (VPN) to obtain connectivity to the Center’s local area network.

4.0 Administrative Support Services Requirements

The Contractor shall perform the below administrative services; however not all services are required for every organization. NASA organizations will identify service requirements listed in this section through request forms annually, or as organizational requirements change, which will be provided to the Contractor.

All services below apply to both Glenn and Langley Research Centers and reflect current requirements for each center. Some exceptions are noted below. Exceptions to the requirements are subject to change.

4.1 General Office Services

4.1.1 Telephone Services

The Contractor shall answer and screen incoming calls, determine the nature of the call to include answering routine inquiries and/or referring or transferring to appropriate individual, in a courteous and professional manner. In addition, the Contractor shall document messages and disposition to customers for proper and timely follow-up.

4.1.2 Appointment and Schedule Services

The Contractor shall schedule appointments and maintain calendars for appropriate office individuals, making final schedule commitments based on knowledge of standard meetings of the organization, current calendar activities, and priorities.

The Contractor shall provide efficient/minimal-error scheduling services utilizing Microsoft Outlook or other applications selected by the Government for multiple individuals, coordinating with multiple offices and other Centers as required.

4.1.3 Visitor Services

The Contractor shall facilitate badge requests for any visitors arriving for organization meetings, training, and special events. The Contractor shall prepare required documents for foreign national visitors or official visitors, obtain necessary information from Government employee/host, obtain appropriate approvals, and submit in a timely manner prior to the visit in accordance with NASA Procedural Requirement (NPR) 1600.1A, NASA Security Program Procedural Requirements. In addition, the Contractor shall comply with all requirements in accordance with NPR 1600.4a, Identity and Credential Management. For long-term visitors, the Contractor shall ensure renewal requests are submitted in a timely manner to ensure badge validation.

The Contractor shall screen, receive, and greet visitors in a courteous and professional manner.

The Contractor shall determine the nature and purpose of the visit and refer the visitor to the appropriate individual for escort.

As requested, the Contractor shall escort domestic and foreign national visitors from the initial greeting place to their end destination. The Contractor shall satisfy all requirements for escorting foreign national visitors prior to escort as outlined in NPR 1600.4A, Chapter 4 (e.g., valid NASA Personal Identify Verification (PIV) credential, required training).

The Contractor shall maintain records of the visit as required by Agency/Center policies and procedures.

4.1.4 Correspondence and Records Management Support

The Contractor shall establish, review, and maintain office files/records in accordance with the NASA Policy Directive, Records Management (NPD) 1440.6I. The Contractor shall create, develop, retrieve, sort, archive, and maintain general office files, organizational procedures, and specialized files in accordance with NPR 1141.1E, NASA Records Management Program Requirements.

In addition, the Contractor shall retain and dispose of documents/files in accordance with NRRS

1441.1 - NASA Records Retention Schedules.

The Contractor shall serve as primary and/or backup records liaison officer (RLO) for the location, arrangement, access to and use of office files and for maintenance, transfer, and disposition of records. The Contractor shall use Government-provided records repository software/portals for filing/retention and provide photocopying and scanning support as needed.

The Contractor shall prepare, route, and retrieve documents according to Agency/Center directives.

The Contractor shall serve as the subject matter expert for the office to create, prepare, proofread, and edit correspondence, documents, presentations, spreadsheets, charts, forms, flyers, newsletters, and publication materials. The Contractor shall assist in editing, updating, coordinating, and/or processing of organization’s policies, procedures, and other documents in both electronic and/or hardcopy format as specified by the customer.

The Contractor shall utilize the Center’s Correspondence Templates to ensure adherence to NPR 1450.10, NASA Correspondence Management and Communications Standards and Style guidelines. For other printed materials, the Contractor shall adhere to guidelines set forth in the

Gregg Reference Manual and the Government Printing Office (GPO) Style Manual, as applicable. The Contractor shall deliver requested documents in a timely manner as specified by the customer and Agency/Center policies.

The Contractor shall develop and deliver required documents using Government-furnished word processing and file type protocols - (e.g., Microsoft Word, PowerPoint, NASA Electronic Forms, Adobe Acrobat).

The Contractor shall also maintain, protect and/or dispose of Government Information and Information Technology (IT) assets in accordance with Federal, Agency, and Center Directives.

The Contractor shall ensure all organization documents are properly organized in the customer specified document repository (e.g., SharePoint, center portals), and work with the document owners, Directorate administrators, and customers as necessary to update customer documents in accordance with Agency or Center processes and deadlines. The Contractor shall maintain a trace of all document changes. The Contractor shall process approved and obsolete copies in accordance with Agency/Center policies.

4.1.5 Mail Services/Information Delivery

The Contractor shall retrieve, receive, open, and distribute original or copies of mail (Center, U.S. Postal, express services, and other mail deliveries), packaged material, announcements, directives, facsimiles, letters, correspondence (hardcopy and electronic), and packages to the appropriate personnel or organization's mailbox or office in a specified timeframe per specific guidelines of the requesting Government organization. Distribution service may include delivery to any Center facility and other local facilities as required. If distribution is to a foreign country or contains items that meet export control required criteria, the Contractor shall follow Agency/Center export control mailing guidelines to prepare the required documentation in coordination with the Center’s Export Control office, as required, in accordance with Agency and Center policies and procedures.

The Contractor shall prepare outgoing packaged materials for delivery per Center Mail Services Guides, NASA organizational specific guidelines utilizing Center, U.S. Postal, express service, and other mail delivery services. The Contractor shall carry the outgoing items to the appropriate distribution points by the specified timeframes to meet Center distribution deadlines.

The Contractor shall disseminate in a timely manner additional information such as flyers, weather information, staff-meeting notices, announcements, safety notices, and other correspondence received for general distribution to office staff daily via virtual communication portals, online bulletin boards, e-mail, or any other communication protocol(s) defined by the customer.

4.1.6. Office Supply Inventory and Restocking

The Contractor shall survey, submit a request to order, consolidate, maintain, receive, and verify orders, and restock office supplies to ensure that the office has sufficient stock to avoid work interruption per organizational requirements. The Contractor shall process supply orders in accordance with Federal, Agency, and Center policies and requirements. The Contractor shall keep restock area free from safety hazards and coordinate disposal of trash, recycle, and burn box pick-up in a timely manner in accordance with Agency and Center policies and procedures.

4.1.7 Time and Attendance Coordination

The Contractor shall send reminders and monitor timecard submittals and notify personnel and/or management to help meet Agency/Center deadlines, as requested.

4.1.8 Team and Collaboration Portal Support

The Contractor shall be knowledgeable of collaboration applications and tools (e.g. SharePoint), or any subsequent collaboration protocol adopted by Agency/Center, as referenced in Section

2.4 of the PWS. This includes, but is not limited to, the use of intuitive development aids to create/edit a Team or Communication site, add a list or document libraries to a site, use filters to modify views, and add pages or page elements.

The Contractor shall update basic Team or Communication site content and properties in support of the customer.

4.1.9 Performance Management Support

The Contractor shall support the customer with performance plan activities, such as reminders of upcoming plan due dates and performance cycle deadlines, and scheduling of performance management cycle meetings.

4.1.10 Technical Publication Support

The Contractor shall submit technical publications/presentation records using the Government provided on-line system as directed and track approvals to completion. The Contractor shall ensure that employees have prior approval through the on-line system before presenting their papers. The Contractor shall maintain bibliographies for organization members.

4.1.11 Safety System Documentation (Langley only)

The Contractor shall update findings identified by the Government in the Government’s Safety Walk-through and submit via the designated safety system(s) and assist in coordinating a variety of office support activities related to safety.

4.1.12 Move Coordination (Langley only)

The Contractor shall work with appropriate Center authoritative organization on the coordination and approval of office space availability and relocation of employees. The Contractor shall provide office move support to arrange, monitor, troubleshoot and report any issues related to the scheduling or progressing of employees moves, as approved by the Center authoritative organization and in accordance with Agency and Center processes to include, but not limited to, the following: computers, workstations, telephones, network connections, printers, furniture, boxes; as well as provide updates to the digital phonebook, office signage, and mailbox assignments, as requested.

The Contractor shall submit relocation information into the Center Move Tool within the allotted timeline for approval. The Contractor shall order boxes, tape, and moving labels as needed for office moves. The Contractor will act as the Information Technology Point of Contact for office moves within the Move Tool (See section 4.1.12).

4.1.13. Property Coordination (Langley only)

The Contractor shall serve as or assist the designated organizational Property Custodian with the management of NASA non-technical equipment/property using the assigned center or Agency systems to support property inventories for the office, which include annual inventory walk throughs, identifying and tagging property, relocations, property loans, excess and disposition of equipment, and maintain up-to-date inventory status list in accordance with Center specific directives. The Contractor shall conduct periodic surveys of non-technical equipment and property utilization. The Contractor shall participate in audits and report lost or misplaced non-technical equipment. Non-technical property includes office equipment in the conference/meeting rooms typically used to support hybrid/in-person meetings/events.

4.1.14 Information Technology (IT) Coordination (Langley only)

The Contractor, as requested, may serve as the Information Technology Point of Contact (ITPOC) for the Government customer responsible for seat ordering, support of IT data calls, submitting orders for Agency managed software and submitting requests for IT equipment/hardware (e.g., new computers, desk telephones, local area networks). The Contractor shall assist the organization in obtaining Center information services by processing routine information services requests for changes, moves, and updates for telephone equipment and IT equipment using the applicable Center service systems.

The Contractor, as requested, may also track end user IT equipment and submit trouble tickets via the designated Center system and serve as the POC for printers and toners.

The Contractor shall also coordinate maintenance for office equipment to include, but not limited to, the following: printers, multi-function devices, scanners, copiers, facsimile machines, video-teleconferencing, teleconferencing, and projectors.

4.1.15 Onboarding New Personnel (Langley only)

The Contractor shall coordinate, facilitate, and assist with the onboarding process of new personnel by initiating requests for access by supporting badge requests, setting up system access accounts, adding to organizational distribution lists, and providing access to information technology resources. The Contractor shall also assist with the exit process of employee by helping to facilitate the return of Government assets in accordance with Agency/Center policies.

4.1.16 Awards Support (Langley only)

The Contractor shall review employee award information for proper formatting, ensuring citation and justification are grammatically correct according to Agency award guidelines. The Contractor shall accurately enter employee award information in the NASA Automated Awards System (NAAS).

4.1.17 Training Support (Langley only)

The Contractor shall assist the organization and employees with the annual training plan, by ensuring that training requests are approved, and follow-up with staff to ensure timely submittal of registrations and related payments.

4.2 Meeting and Event Support Services

The Contractor shall provide meeting and event support hosted by Glenn and Langley organizations (e.g. technical interchange meetings, project reviews, etc.) as requested to include agenda creation/distribution, sign-up sheet preparation, all forms of meeting notification, and assembly/preparation of meeting distribution materials.

The Contractor shall ensure organizational distribution lists used to generate meeting/event notices are updated in an accurate and timely manner.

The Contractor shall schedule meetings/events and maintain calendar commitments based on knowledge of customer workload and priorities using customer prescribed systems or processes, to include scheduling the location of meetings, interviews, and other events, and notify participants of scheduled date and time(s). The Contractor shall consider relevant sensitivity and confidentiality of meeting content to ensure appropriate personnel are invited and privacy indicators are executed.

The Contractor shall coordinate the meeting/event logistics to ensure appropriate arrangements are completed prior to the meeting (e.g., meeting room(s), seating availability) and provide basic audiovisual/multimedia equipment support necessary to run hybrid meetings and identify/facilitate resolution of technical issues prior to and/or during the meeting, as requested by customer.

The Contractor shall attend meetings/events to capture minutes and actions, as requested, and ensure documentation is posted and/or distributed to key stakeholders in accordance with organizational requirements.

4.3 Travel Support

The Contractor shall assist the traveler, as requested, in researching domestic and foreign travel options to include in travel requests. The Contractor shall assist the traveler, if requested, in preparation and submittal of foreign and domestic travel requests through the Government provided portal for travel requests. The Contractor shall facilitate the receipt of any additional information from the traveler which may be requested by the central travel organization necessary for the proper and timely completion of travel authorizations or travel expense reports. For domestic travel, the Contractor shall serve as the liaison between the traveler and the central travel organization, if requested, to facilitate timely and accurate completion of travel requests, authorizations, and expense reports.

The Contractor shall prepare and submit complete foreign travel packages and obtain any necessary approvals (e.g., supervisor, senior management) within lead times prescribed by the Center(s) central travel organization. The Contractor shall serve as liaison between the traveler and the foreign travel coordinator in the proper and timely completion of foreign travel packages.

In gathering the foreign travel package, the Contractor shall assist in facilitating photography or other information needed to complete Passport or Visa applications, as requested by the traveler or foreign travel coordinator.

The Contractor shall submit travel cancellations or edits to the central travel organization, as requested by the Government.

The Contractor shall assist the traveler, as requested by the Government, in collection and preparation of documentation to provide the central travel organization for preparation of complete and accurate travel expense reports. The Contractor shall work with the traveler to ensure travel expense reports are submitted within timeframes required by the Center/Agency and in compliance with Agency travel regulations.

The Contractor shall assist in preparing invitational travel and sponsored travel requests for the traveler in the time frames required by the Center/Agency with all supporting documents and signatures required. The Contractor shall serve as liaison between the traveler and the central travel organization in the proper and timely completion of invitational and sponsored travel packages.

The Contractor shall facilitate the reservation of Government vehicles if needed to support travel.

4.4 Small Purchase Support

The Contractor shall assist the customer, as requested, in preparation and submittal of accurate and complete Purchase Card requests to Government Purchase Card (P-Card) holders for technical and non-technical orders in accordance with all Federal, Agency and Center procedures and policies. In doing so, the Contractor shall conduct research on P-Card order requests to include order quote, vendor/website information, 889 certification, functional approvals, and funding authorizations.

The Contractor shall coordinate with appropriate subject matter experts and functional approvers to acquire necessary authorization for furniture, hazardous materials, and information technology asset management (ITAM) requests.

If requested, the Contractor shall track status of P-Card and Purchase Requests (PRs) through the process to delivery and communicate with end-user status updates.

4.5 Financial Tracking (Langley only)

The Contractor, as requested by the customer, shall maintain a database of customer budget execution data (obligations versus funding allocation) in areas such as travel and procurement, using multiple information sources and Agency/Center tools, and provide reporting that identifies spending variances to available resources.

As requested, the Contractor shall download or enter budget execution information (e.g., obligations, commitments, costs) from NASA financial systems into spreadsheets with both formulas and formatting created by the Government. (Note: The Government makes all budget and financial decisions). The Contractor shall coordinate with the Office of the Chief Financial Officer (OCFO) Resource Analyst per organization, as needed.

The Contractor, as requested by the customer, shall provide customers with historical cost information.

4.6 Executive Level Administrative Support

The Contractor shall provide Executive Level Administrative support to senior leadership and staff of Directorate and Agency Program/Project Offices’; interface with senior leadership;

coordinate and schedule high level meetings and briefings; develop and prepare presentations, as needed; independently perform administrative management functions and coordinate administrative activities to ensure consistency and smooth operation of an entire Directorate or

Agency Program/Project Office; devise and implement organizational office procedures to be used by respective administrative personnel, providing guidance, as needed; apply existing and new policies, and provide recommendations to the Government for continuous improvement of organizational processes.

The Contractor shall review documents (e.g., correspondence, forms, nominations, etc.)

submitted from subordinate organizational levels to Directorate and Agency Program/Project senior executives for signature conforming to Agency/Center directives related to proper grammatical and format structure.

The Contractor shall ensure all Directorate and Agency Program/Project documents/policy updates are properly approved/routed and included in the Center or Directorate/Program Project document repository, as required, and work with the center document administrator/coordinator and customers as necessary to update customer documents and/or policies in accordance with Agency schedule. The Contractor shall process approved and obsolete copies in accordance with Agency/Center policies. In this role, the Contractor shall coordinate with subordinate organizational levels/customers and/or center document administrator/coordinator as necessary to ensure that the appropriate document repository contains current, unexpired versions of all the Directorate and Agency Program/Project documents.

The Contractor shall facilitate the receipt of Directorate and Program/Project approved Honor Award nominations by entering nominations into the NASA Automated Awards System (NAAS).

The Contractor shall review award citations and justifications for suitable award type and conformance to Agency/Center guidelines, proper formatting, grammatical accuracy, and sentence structure.

The Contractor may also perform the same duties for other Center awards and nominations, as requested.

4.7 Administrative Analysis/Coordination

The Contractor shall perform all administrative duties above, plus the Contractor shall provide a variety of analytical, administrative, financial, and associated management support services that require a significant level of independent review, research, coordination and integration of complex inputs, and analysis, most often for the organization at the Directorate or Center Executive leadership level.

The Contractor shall use information gathered from independent analysis to advise assigned organization on status, trends, and operational risks, if applicable, and recommend corrective actions.

The Contractor shall serve as a process lead, or team lead responsible for independent development and oversight of processes and procedures required to effectively deliver a set of administrative requirements. The Contractor shall be responsible for workload balancing and communicating process/policy recommendations to the Government customer(s).

See Appendix X for “Organizational Level Definitions”.

4.8 Center Document Administrative Support (Glenn Only)

The Contractor shall establish and maintain routine communications with document administrators in the NASA Directives Management Office (DMO) and other NASA Centers. The Contractor shall review the periodic notices published by the NASA DMO and forward to the Center Directives Manager (CDM) and other Center Organization(s) as appropriate. The Contractor shall participate in Agency level teleconferences, meetings, and other related activities.

The Contractor shall coordinate the Center’s participation in the review/comment process of new and revised Agency directives (e.g., NASA Policy Directives (NPDs), NASA Procedural Requirements (NPRs)) and advise the CDM and relevant Center Management of potential impacts to the Center and initiate action if Center Directives require revision.

The Contractor shall publish and serve as the record custodian of all approved Center directives and control the master list. The Contractor shall maintain the Center’s directives in mandated Center filing repository. The Contractor shall ensure all directives are documented in accordance with current or equivalent version of policies and directives. The Contractor shall track the status of directives using the Government provided tracking tool.

The Contractor shall initiate and coordinate the development of new and revision of existing directives. This includes, but is not limited to, advising directive owners/authors of the responsibilities associated with issuance of directives, ensuring directives meet NASA standards of format and style, evaluating Center directives for compliance with Agency directives, preparing the final draft directives for the review/approval process, tracking all changes, coordinating the Center review/comment process, ensuring timely disposition of review comments, submission of directives for final management approval, and the overall facilitation and progression of directives through the entire review/approval process.

The Contractor shall coordinate periodic revalidation reviews of all Center Directives based upon a five (5) year expiration schedule.

The Contractor shall maintain the Center’s electronic directives library. The Contractor shall add, update, and remove content from the library as needed. The Contractor shall ensure the library contains current versions of all the Center’s directives and assist Center organizations in effectively using the electronic library.

The Contractor, as requested by the customer, shall maintain the Center’s directive communications portal.

5.0 Indefinite Delivery/Indefinite Quantity (IDIQ) - Gap/Surge Support (Other Requirements)

The Government anticipates that during the life of the contract there may be future requests for administrative services included in the service areas above or others not listed above which fit within the general scope of services identified in Sections 3.0 and 4.0.

The specific services to be performed will be issued via task orders delineated in a Government-electronic contract management system (ECMS).

To accomplish the additional requirements, the Contracting Officer will issue Task Orders in accordance with NFS 1852.216-80 “Task Ordering Procedure” identified in Section H of the contract.

6.0 Performance Standard

GLASS CONTRACT PERFORMANCE REQUIREMENTS SUMMARY

Performance Objective Contract Requirement Performance Threshold Service PWS and Task Orders Performance is acceptable when the contractor’s service meets all contractual requirements with a few minor problems and all corrective actions are satisfactory.

Quality includes, but is not limited to, timeliness, accuracy, professionalism, and effectiveness.

Customer Satisfaction PWS and Task Orders Performance is acceptable when the overall customer satisfaction ratings for task-order customer surveys are rated at least at satisfactory.

Develop and Submit All Required Deliverables

PWS and Task Orders Performance is acceptable when 95% of all deliverable requirements are received on time and determined accurate (contract and/or task order level).

Effective Contract Management PWS and Task Orders Performance is acceptable when there is minimal impact due to position vacancies and/or staffing with unqualified personnel, corrective actions taken are satisfactory, and management is responsive to issues raised and effective in providing leadership and resources.

1.0 Introduction