Draft Performance Work Statement - Furnishing Management Services .pdf

PERFORMANCE WORK STATEMENT (PWS)

Furnishings Management Section Services (FMSS)

Haulage, Maintenance and Repair Services RAF Feltwell, United Kingdom

Updated 05 Jan 2026

1 DESCRIPTION OF SERVICES

1.1. BACKGROUND

In support of the Furnishings Management Section (FMS) Haulage, Maintenance and Repair Services at Royal Air Force (RAF) Feltwell, United Kingdom, the Contractor shall provide the following services at RAF’s Lakenheath, Mildenhall, Feltwell, and its surrounding residential areas:

1.1.1 Delivery, installation, disconnection, and pick-up of domestic household furniture and domestic/ commercial appliances to and from government designated residences, dormitories and fire stations.

1.1.2 Repair, cleaning, and maintenance of domestic household furniture and domestic/commercial appliances.

1.2. SCOPE

The Contractor shall provide all labor, equipment, materials, tools and other items necessary to perform haulage, maintenance, and repair services for the Furnishing Management Section (FMS) unless otherwise specified within the Performance Work Statement (PWS). Services shall be performed on RAF Lakenheath, RAF Mildenhall, RAF Feltwell, and its surrounding areas up to and exceeding a 50-mile radius from RAF Feltwell.

1.2.1. Non-Personal Services. This requirement is a non-personal services contract, defined by Federal Acquisition Regulation (FAR) as a “contract under which the personnel rendering the services are not subject, either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the Government and its employees.”

1.3. SPECIFIC SUPPORT SERVICES

1.3.1. Scheduling:

The Contractor shall provide the Contracting Officer’s Representative (COR) with a complete and accurate delivery and pickup schedule no later than 0800 on the day of the scheduled service. The schedule must identify the order, AM/PM time slot and radius category of each run (delivery and pickup). The schedule provided by the contractor will be based upon a list of runs provided to the contractor by the FMS two working days prior to the scheduled date. The FMS may add up to 5 additional jobs to any given day's list of runs after the Contractor receives the initial list. The FMS will provide these additional runs to the Contractor by 1200 on the working day before the scheduled run date. The scheduled time for runs will be divided into AM (0800-1200) and PM (1200-1600) appointments. The FMS will provide all relevant information, including customer name, address, telephone number, and the designated timeslot. On the day of performance, the Contractor will immediately notify the COR of any proposed schedule changes or requests for deviation. Only the COR may authorize these changes. Upon authorization of the changes, the Contractor shall immediately provide an updated schedule.

1.3.1.1. The Contractor shall call each customer by telephone to provide an estimated time of arrival.

This call must be made at least 30 minutes, but no more than 1 hour, before the Contractor's arrival. If circumstances change after the call, and the estimated arrival time is adjusted (e.g., due to traffic), the Contractor must call the customer again to provide an updated arrival time. This provision (1.3.1.2) applies when completing tasks paragraph 1.3.1, 1.3.2, 1.3.3 and 1.3.4.

1.3.1.2. The Contractor shall be required to complete jobs in unoccupied houses, dormitories etc.

When this is required, the Contractor shall gain access to the property by obtaining the key from a designated “Lockbox”. The FMS will provide the Contractor with the necessary “Lockbox” code(s).

The Contractor shall be responsible for safeguarding the key while in their possession and shall be responsible for returning the key to the “Lockbox” after completion of the job. The Contractor shall ensure that the “Lockbox” codes are not disclosed to any other person(s). The FMS may ask the Contractor to gain access using “Lockbox” when completing tasks in paragraph 1.3.2, 1.3.3, 1.3.4,

1.3.7 and 1.3.8.

1.3.1.3. It is the Contractor’s responsibility to ensure all scheduled runs (deliveries/pickups) are completed on time and in accordance with the schedule. The Contractor shall contact the COR immediately if scheduled runs (deliveries/pickups) will not be completed on time or in accordance with the schedule. The Contractor shall not arrive at an address outside of the allocated time frame, unless approved by a COR.

Security checks at the base gates may delay the Contractor when attending jobs. Delays of 30 minutes or less are considered reasonable. Delays exceeding 30 minutes are classified as Government delays and will be considered by the Government when evaluating the Contractor's ability to complete jobs on time or according to schedule for the remainder of that day. This applies when completing tasks in paragraphs 1.3.2, 1.3.3 and 1.3.4.

1.3.2. Delivery and Installation of Appliances and Furniture:

The Contractor shall load all furniture and appliances at the FMS warehouse and deliver them to the customer. FMS warehouse personnel shall present all items at the rear of the Contractor’s vehicle, and the Contractor shall be responsible for loading the items.

1.3.2.1. All furniture items shall be assembled in the customer’s residence and in the rooms/areas as specified by the customer during delivery. This also includes assembling and placing wardrobes on any floor of a property as specified by the customer. If the Contractor is unable to assemble or place any items specified by the customer, the Contractor shall contact the COR from the customer’s residence for instruction.

1.3.2.2. Appliances must be installed and tested according to the manufacturer's instruction manual.

This includes, but is not limited to, the Contractor fitting hose guides on washers, vent hoses on dryers, and drain hoses on condenser dryers. Stacking dryers on top of washers and fitting the supplied mounting kit is also required when applicable, at the request of the FMS. The Contractor must test all appliances after installation to ensure they operate correctly. If necessary to fit an appliance through doorways or hallways, the Contractor must remove and re-fit fridge and freezer doors. When installing hard-wired US specification appliances, the Contractor must ensure the applicable grommet is fitted. The FMS will provide grommets to the Contractor. The Contractor must immediately report any malfunctioning appliance, or any problems encountered, including incomplete installations, to the COR before leaving the customer’s residence. The Contractor shall also deliver and install commercial specification washers and dryers under this provision.

1.3.2.3. The Contractor is responsible for ensuring that all component parts and accessories (i.e., vent hoses, fill pipes, shelves, rails, legs, etc.) are present, delivered, and assembled. The Contractor shall provide all necessary protection to keep appliances, furniture, and customer residences free from damage during transit from the FMS to the customer’s residence and while loading/unloading onto vehicles. The Contractor is responsible for any theft, damage, or loss of Government property at any time when the item(s) are under the care and possession of the Contractor. The Contractor shall not redeliver furniture or appliances that have been collected en-route from other customers.

1.3.2.4. The Contractor is responsible for ensuring all items are delivered to the correct customer as per their barcodes and the delivery paperwork. The Enterprise Military Housing (eMH) paperwork, or equivalent hand receipt (See 1.3.13.1) shall be complete, legible and accurate and submitted to the COR by 0900 the following workday. All deliveries should be completed in accordance with the schedule. Any items refused by the customer during delivery should be returned to the FMS by the Contractor without FMS incurring additional costs. When returning refused items to the FMS, the eMH paperwork or equivalent hand receipt should be returned with the items.

1.3.3. Pick-up and Removal of Furniture and Appliances:

1.3.3.1. All furniture and appliances shall be disassembled/disconnected and collected from the customer by the Contractor and returned to the FMS. The Contractor should be responsible for the loading/unloading of items. The Contractor shall disconnect appliances at the source, avoiding cutting any pipe or wire unless unable to disconnect from the source. If disconnection requires cutting a pipe or wire, the Contractor shall verbally notify the COR before proceeding. The Contractor shall also annotate this action on the eMH paperwork or equivalent hand receipt. The Contractor shall ensure all electrical wires are made safe IAW standard codes of practice and manufacturer's instructions. For appliances involving water connections, the Contractor shall ensure all water supplies are free from any leaks, including under sink drains. The Contractor shall remove washer/dryer ‘mounting kits’ and unstack washers and dryers where applicable. The Contractor shall remove and re-fit Fridge and Freezer doors if required to enable the appliance to fit through doorways, hallways etc. The Contractor shall immediately notify the COR if they encounter any problems. The Contractor shall also disconnect and pick up commercial specification washers and dryers under this provision.

1.3.3.2. The Contractor shall return all items collected to the FMS by the next working day. The Contractor is responsible for ensuring that all component parts and accessories (i.e. vent hoses, fill pipes, shelves, rails, legs etc.) are present when items are collected. The Contractor shall neatly secure all pipes, hoses etc.to the rear of the appliance when returned to the FMS. When a part or accessory is missing, the Contractor must annotate on the eMH paperwork or equivalent hand receipt. The Contractor shall provide all necessary protection to keep appliances; furniture and customer residences free from damage during transit from the customer’s residence to the FMS and while loading/unloading onto vehicles. The Contractor shall return mattresses picked up to the FMS in a mattress bag and sealed with tape. The FMS shall provide mattress bags. The Contractor is responsible for any theft, damage or loss of Government property at any time when the item(s) are considered under the care and possession of the Contractor.

1.3.3.3. The Contractor shall ensure the eMH paperwork or equivalent hand receipt (See 1.3.13.1) is complete, legible, and accurate, and shall submit it to the FMS with the returned appliances/furniture.

The Contractor shall complete all pickups in accordance with the schedule. The Contractor shall annotate on the eMH paperwork or equivalent hand receipt any items which cannot be picked up (customer requests to keep an item, customer doesn’t have an item, etc.).

1.3.4. Service Calls:

1.3.4.1. The Contractor shall provide a service call program. The Contractor’s program shall include a 24-hours per day, 7-days per week procedure to support service calls. The Contractor’s program shall have the capability to complete a domestic appliance service call within four (4) hours of receiving a call during office hours from the FMS or in the case of an out of hours call, the RAF Lakenheath Fire

Department. The Contractor shall complete commercial appliance service calls within five (5) working days. During after-hours service calls, the Contractor shall change out appliances without attempting repair.

1.3.4.2. For all service calls, the FMS shall provide pertinent customer data such as name, address, contact numbers, as well as appliance make, model, type, and basic fault to the Contractor. Each service call will have its own unique call time, which is the actual time the call was placed with the Contractor. The FMS will provide the time when the call is placed, and the Contractor shall provide the FMS with a unique reference number for each service call.

1.3.4.3. Service Calls (Domestic Appliances)

1.3.4.3.1. For each domestic appliance service call placed, the Contractor shall send an appliance technician to attempt to repair the appliance in the customer’s residence within four (4) hours of receiving the call from the FMS. The FMS may place Service Calls and FMS Direct Exchange calls up to fifteen (15) minutes after duty hours (Refer to 4.3). If the Contractor is unable to repair a broken appliance on site, the Contractor shall inform the FMS service call desk by email or phone, requesting authorization for a change out of the appliance. The COR will determine if the notification should be made by email or phone and communicate this preference to the Contractor during contract kickoff. The preference may need to be changed during the contract; the COR will communicate changes accordingly. The email or phone call shall contain customer name, address, and contact numbers as well as appliance make, model, type, attempted repair diagnostics/findings, call time, and unique reference number. The Contractor shall then collect the replacement appliance from the FMS warehouse and deliver and install it to the customer’s residence. The Contractor shall complete the change out of the broken appliance with an operational appliance within the original four (4) hour timeframe pertaining to that service call.

1.3.4.3.2. The Contractor shall test all appliances after installation or technician repair to ensure they operate correctly. When the Contractor changes out an appliance, they shall report immediately to the COR any malfunctioning appliance, or if they encounter any problems, including not being able to complete the installation, before leaving the customer’s residence. The Contractor shall remove and refit washer/dryer ‘mounting kits’ and unstack and restack washers and dryers where applicable. The Contractor shall remove and re-fit Fridge and Freezer doors if required to enable the appliance to fit through doorways, hallways, etc. When installing hard-wired US specification appliances, the Contractor shall ensure the applicable ‘grommet’ is fitted to the appliance. The FMS will provide grommets to the Contractor. The Contractor shall neatly secure all pipes, hoses, etc., to the rear of the appliance when returning it to the FMS. When the Contractor has changed out an appliance during a service call, the Contractor shall return the faulty appliance to the FMS by the next working day with the relevant eMH paperwork or equivalent hand receipt. Each service call shall only incur one (1) charge regardless of whether the appliance is subsequently changed out following an attempted repair.

1.3.4.3.3. The FMS may decide to change out a domestic appliance without having a repair attempted or may decide to have a single appliance delivered or picked up under the service call program. The FMS will inform the Contractor which service the Contractor is required to perform; these scenarios shall be considered and invoiced as a ‘Direct Exchange Service’. All other aspects of the service call program shall still apply to a ‘Direct Exchange Service’.

1.3.4.4. As part of the service call, the Contractor shall also provide storage for additional appliances in their own facility, as needed to facilitate appliance exchanges outside of government warehouse operating hours. This is required for circumstances that necessitate exchanges of domestic appliances outside the normal working hours of Government warehouse operations. (Refer to 4.34). Service call requests made during normal working hours of warehouse operations identified in paragraph 4.34 of this PWS shall be considered and invoiced as a “Service Call” or “Direct Exchange Service” regardless of the actual completion time.

1.3.4.5. The Contractor shall invoice all Service Calls requests made outside normal working hours of the Government warehouse operations identified in paragraph 4.34 as “After-hours Direct Exchange Service” regardless of completion time.

1.3.4.6. After-hour service calls are emergencies only if the following conditions apply. After hours, the Contractor shall only address the appliances and services listed below.

APPLIANCE EMERGENCY CONDITION

Refrigerator Inoperative/not cooling or freezing Cooker/Range/Stove Oven or 2 or more burners inoperative Dishwasher/Washer Water leaks under pressure Electrical Hazard Sparking/smoking/smell of burning/fire

1.3.4.7. Service Calls (commercial appliances)

1.3.4.7.1 The Contractor shall also provide a service call program for commercial specification washers and dryers located in the dormitories at RAF Lakenheath and RAF Mildenhall. Service calls for commercial specification appliances shall only incur one (1) charge, even if the Contractor makes several visits to the appliance. All other provisions of the service call function shall apply to commercial specification appliances.

1.3.4.8. The Contractor shall complete a work order for each individual service call, to include after-hour service calls and commercial appliance service calls. Each work order shall include call number, date/time, reference number, customer name, customer address, MFH/O&M designation, reported fault, work carried out/diagnostics, appliance type, make, model, serial number and barcode. If the Contractor changes out an appliance following an attempted repair or during a ‘Direct exchange’ (domestic appliances), the work order shall also include details of the replacement appliance (type, make, model, serial number, and barcode). The Contractor shall submit all work orders to the COR by 0900 the next working day. If the Contractor changed out the appliance (domestic appliances), the Contractor shall attach the work order to the eMH paperwork or equivalent hand receipt and return it to the FMS with the changed-out appliance.

1.3.4.9. For appliances requiring “hard wire” electrical connections on Ministry of Defence (MoD) military installations, Contractor employees performing such electrical works shall comply with the MoD electricity safety rules and procedures set out in JSP375 Volume 3 Chapter 3. The coordinating authorized person (electrical) at each military installation manages these rules and procedures. The Contractor shall repair the commercial appliance as required by the FMS. The Contractor shall ensure the commercial appliance is repaired within five (5) working days of receiving the call from the FMS.

The Contractor shall conduct repairs on site in the dormitories during normal FMS operating hours.

The Contractor shall remove and refit washer/dryer ‘mounting kits’ and unstack and restack and procedures.

1.3.4.10. The Government will provide the Contractor with the appliances needed to satisfy the requirements of this provision. Upon contract award, the Contractor shall establish an account with the FMS to obtain appliances for the purposes of ‘night stock’. All property will be either new or used and in operational condition. The Contractor shall hold stock for MFH, O&M, Lakenheath Dormitories and Mildenhall Dormitories. This will consist of both UK style and US style appliances.

Appliances will vary in makes, models, sizes and weights.

1.3.4.10.1 For Military Family Housing (MFH) stock the Contractor shall hold the following estimated quantities for each of the following appliances:

3x UK style washer 3x UK style large capacity washer 1x UK style vented dryer 3x UK style large capacity vented dryer 3x UK style condenser dryer 3x UK style large capacity condenser dryer 4x UK style fridge 6x US style fridge 3x UK stove/cooker/range 6x US stove/cooker/range 3x UK style dishwasher

1.3.4.10.2 For Operation and Maintenance (O&M) stock the Contractor shall hold the following estimated quantities for each of the following appliances:

2x UK style washer 2x UK style vented dryer 2x UK style condenser dryer 3x UK style fridge 2x UK stove/cooker/range

1.3.4.10.3 For Lakenheath Dormitory stock the Contractor shall hold the following estimated quantities for each of the following appliances:

2x UK style fridge 5x UK stove/cooker/range (varying sizes) 1x UK style condenser dryer 1x US style dryer 1x US style washer 1x UK style washer 1x UK style washer/dryer combi 1x UK style dishwasher

1.3.4.10.4 For Mildenhall Dormitory stock the Contractor shall hold the following estimated quantities for each of the following appliances:

2x UK style fridge 1x UK stove/cooker/range (varying sizes) 1x US style washer 1x UK style dishwasher

1.3.4.10.5 The above will equate to the Contractor holding a total minimum of 71 appliances with a total Estimated Value of $38,284.00. All items shall be tracked by the Contractor using barcodes and serial numbers. The FMS maintains all property control records; however, the Contractor shall maintain an adequate system to track Government Property currently being held. The Contractor shall assess usage of after-hours stock and recommend changes to quantities held, if required. The COR approves changes to quantities.

1.3.4.10.6 The Contractor shall submit requests to the COR for approval when replacement of Government property is required to maintain stock levels. The Contractor shall collect replacement stock from the FMS warehouse without the Government incurring any costs.

1.3.5. Missed Appointments:

1.3.5.1. If the Contractor is unable to make a scheduled delivery, pickup or service call due to a customer not being present at the property, the Contractor shall call the FMS service call desk or FMS customer services immediately upon arrival to inform the FMS that there is a possibility of a missed appointment. If the customer has not arrived after 20 minutes, the Contractor shall initiate an ‘FMS Missed Appointment Form’ for the missed appointment (this shall include annotation of arrival and departure times). The Contractor shall leave a copy of the ‘FMS missed appointment form’ at the customer’s residence and return the other copy to the FMS, attached to the eMH delivery/pickup paperwork or equivalent hand receipt.

1.3.5.2. In the event of the missed appointment being a delivery, the Contractor shall return all items to the FMS without the Government incurring additional costs.

1.3.5.3. Missed appointment procedures shall apply when the Contractor completes tasks pursuant to para 1.3.2, 1.3.3 and 1.3.4.

1.3.6. Furniture and Appliance Repair and Maintenance Program:

1.3.6.1. The Contractor shall establish and maintain a furniture repair and appliance repair program.

The Contractor shall conduct all repairs in the Contractor’s repair facility, the customer’s residence, or dormitories. The Contractor shall ensure appliances are repaired and maintained according to the manufacturer’s recommendations.

1.3.6.2. The Contractor shall collect upon request from the FMS, furniture and appliances which require repair. The Contractor shall collect furniture and appliances from the FMS within two (2) working days of receiving the request from the COR. The Contractor shall return furniture and appliances to the FMS within twenty-five (25) working days after collection, unless otherwise approved by the COR. The unit cost of ‘Appliance repair services’ and ‘Furniture repair services’ shall also include the transportation for collecting the item from the FMS and returning the item to the FMS. Furniture repairs shall include, but not confined to, basic woodworks including re-gluing and re-affixing of furniture components.

1.3.6.3. The Contractor shall collect transformers for testing, when required, by FMS. The Contractor shall replace fuses, as required. The Contractor shall return malfunctioning transformers to the FMS for disposal. The Contractor shall collect transformers from the FMS within two (2) working days of receiving the request from the COR. The Contractor shall certify the transformers as serviceable and Portable Appliance Tested (PAT) before returning them within twenty-five (25) working days unless otherwise approved by the COR. The unit cost of ‘Transformer testing services’ shall also include the transportation for collecting the item from the FMS and returning the item to the FMS.

1.3.6.4. The Contractor shall complete a work order for each appliance repair, furniture repair, and transformer test. Each work order shall include the date of repair or test, reported fault, work carried out/diagnostics, appliance/furniture type, barcode, and MFH/O&M designation. For appliance repairs, the work order shall also include the make, model, and serial number. Each work order shall also include a breakdown of any replacement parts used along with the part costs (if applicable). The Contractor shall ensure all paperwork relating to furniture repairs, appliance repairs, and transformer testing is complete, legible, and accurate, and returns it with the item to the FMS. The Contractor shall affix all appliances, furniture, and transformers with a signed certificate of serviceability label stating the date of repair/testing. When the FMS requires that an appliance be cleaned following a repair, the Contractor shall clean the appliance, annotate, and invoice for the ‘clean’ on the existing repair work order.

1.3.7. Preventative Maintenance Program (Dormitories):

1.3.7.1. The Contractor shall provide Preventative Maintenance (PM) services to all washers and dryers located in the dormitory laundry rooms on RAF Lakenheath and RAF Mildenhall. The Contractor shall service all domestic US washers and US dryers located in dormitories based on usage, approximately every 3 months Additionally, the Contractor shall service all commercial specification washers and dryers located in dormitories based on usage, approximately every 6 months. The Contractor shall complete all preventative maintenance on site in the dormitories. The Contractor shall provide a schedule prior to each quarter to outline when they will service each appliance. Once the quarter has commenced, the schedule shall not be changed without approval of the COR.

1.3.7.2. The Contractor shall service and maintain all appliances according to the manufacturer’s recommendations. The PM program service for washers shall consist of a full minimum cycle check, inspection, and cleaning (including lime scale removal). PM program service of dryers shall consist of removal of all lint from the exhaust system, internal building vent system and internal appliance electrics, oiling of all components as required, and replacement of vent hoses if necessary. The Contractor shall strip down appliances to gain access to these areas. The Contractor shall complete a cycle test upon service completion of all appliances. The Contractor shall remove and refit washer/dryer ‘mounting kits’ and unstack and restack washers and dryers where applicable. When installing hard-wired US specification appliances, the Contractor shall ensure the applicable ‘grommet’ is fitted to the appliance. The FMS will provide grommets to the Contractor. If the Contractor assesses that appliances require repair, they shall report this to the FMS immediately for determination to either repair or replace the machine.

1.3.7.3. The Contractor shall complete a work order for each appliance undergoing PM. Each work order shall include date, work carried out/diagnostics, appliance type, make, model, serial number and barcode. The Contractor shall ensure all paperwork connected to PM servicing is complete, legible, and accurate and shall return it to the COR within one (1) working day after completion. The Contractor shall affix a label stating the date of service and signed to all appliances.

1.3.8. Preventative Maintenance Program (Base Housing):

1.3.8.1. The Contractor shall provide a servicing and de-linting service to dryers located in Government owned base housing. The Contractor shall service dryers once a base house becomes available and requires this service. The dryer service shall be completed on site within the property. A COR shall periodically provide the Contractor with a list of newly unoccupied houses that require the Contractor to service and de-lint the dryer. The list the COR provides will identify the date that the property becomes available for de-lint. The Contractor shall not start the service/de-lint until this date.

The Contractor will have one (1) working day from the date the property becomes available to complete the service. The COR shall notify the Contractor if the date the property is available for de-lint changes.

1.3.8.2. The Contractor shall service and maintain all dryers according to the manufacturer’s recommendations. The dryer service and de-lint program shall consist of removal of all lint from the exhaust system, internal building vent system, and internal appliance electrics, oiling of all components as required, and replacement of vent hoses if necessary. The Contractor shall strip down appliances in order to gain access to these areas. The Contractor shall complete a cycle test upon service completion of all dryers. The Contractor shall remove and refit washer/dryer ‘mounting kits’ and unstack and restack washers and dryers where applicable. If the Contractor assesses that dryers require repair, they shall report this to the FMS immediately for a determination to either repair or replace the machine. If the Contractor encounters any other issues, they shall contact a COR immediately for guidance.

1.3.8.3. The Contractor shall complete a work order for each dryer undergoing this service. Each work order shall include date, work carried out/diagnostics, appliance type, make, model, serial number and barcode. The Contractor shall ensure all paperwork connected to dryer service is complete, legible, and accurate and shall return it to the COR within one (1) working day after completion. The Contractor shall affix a label stating the date of service and signed to all dryers.

1.3.9. Furniture and Appliance Cleaning Program:

1.3.9.1. Upon request from the FMS, the Contractor shall collect furniture and appliances and clean IAW standards outlined in Appendix B. The Contractor shall conduct cleaning of furniture and appliances in the Contractor’s facility. Cleaning of dryers shall include removal of all lint and debris from the internal workings of both UK spec and US spec dryers. The Contractor shall strip down dryers in order to fully remove all lint and debris. The Contractor shall ensure furniture and appliances for cleaning are collected from the FMS within two (2) working days of receiving the request from the COR. Once cleaned the Contractor shall return the items to the FMS warehouse within ten (10) working days after collection, unless otherwise approved by the COR. The unit cost of ‘Furniture Cleaning Services’ and ‘Appliance Cleaning Services (Domestic Appliances)’ shall also include the transportation for collecting the item from the FMS and returning the item to the FMS.

For cleaning standards see Appendix B.

1.3.9.2. The Contractor shall complete a work order for each item cleaned. Each work order shall include the date of cleaning, item type, make, model, serial number, barcode, and MFH/O&M designation. The Contractor shall ensure all paperwork relating to furniture and appliance cleaning is complete, legible, and accurate and shall return it with the item to the FMS. The Contractor shall affix all furniture and appliances with a signed label stating the date of the cleaning. When the FMS requests that an appliance be cleaned following a repair, the Contractor shall clean the appliance, annotate, and invoice for the ‘clean’ on the existing repair work order.

1.3.10 Contractor Acquired Parts (CAP)

1.3.9.3. The Contractor shall acquire materials to include electrical cable and dryer vent hoses for repair/installation purposes in accordance with paragraphs 1.3.2, 1.3.3, 1.3.4, 1.3.6, 1.3.7, and 1.3.8.

The Contractor shall obtain approval by the Contracting Officer Representative (COR) for repair parts that will be fitted to an appliance, furniture, or transformer. CAP exceeding $10,000, requires prior approval by the Contracting Officer (CO). The Contractor shall have full responsibility for repair parts and shall maintain an adequate system to provide the assigned COR with data reports of all parts used and on order. The Contractor shall notify the COR when any replacement part must be ordered, and the Contractor expects repair delays. The Contractor agrees that parts acquired under this contract will be covered by commercial warranties the Contractor gives to any customer for such supplies or service. The Government shall pay the Contractor for the acquired parts contingent upon receipt of the supplier’s original invoice (s) for the parts indicated on the accompanying copy of the service call or repair work order. The Government will pay the Contractor the actual cost of parts and associated transportation costs, as supported by supplier’s invoice.

1.3.9.4. The Government shall only pay the Contractor for parts as and when they are fitted to an appliance, furniture, or transformer. If the Contractor orders parts in bulk, resulting in one shipping cost for multiple parts, the Contractor shall divide the shipping cost equally between the quantities of parts within the shipment and add it to the unit cost accordingly. The Government shall not pay the Contractor for the bulk purchasing of any parts. The Government shall not pay the Contractor for any consumable item(s) that support the PWS unless specifically outlined in this PWS. Consumable items including tape, cable ties, dishwasher salt, descaler, cleaning chemicals, cleaning equipment, and tools are not reimbursed as part of the CAP line item. The Contractor shall supply electrical cable and dryer vent hose when completing tasks in paragraphs 1.3.2, 1.3.3, 1.3.4, 1.3.7, and 1.3.8. The Government shall pay the Contractor for all electrical cable and dryer vent hose used by the Contractor as and when it is used. The Contractor shall submit a work order for each instance where electrical cable or dryer vent hose has been used, stating the length used and pro-rated cost.

1.3.9.5. The Contractor shall, upon request, collect appliances and furniture that the COR deems unserviceable and cannibalize all serviceable parts. The Contractor shall then use these parts on appliance and furniture repairs and annotate this usage accordingly on repair work orders. The Contractor shall, upon request, cannibalize appliances and furniture while the appliances and furniture are located at the FMS. The Contractor shall provide a list of all cannibalized parts and a regular update of all cannibalized parts in stock.

1.3.11 Theft, Damage, Loss:

1.3.11.1 The Contractor is responsible for any theft, damage or loss of Government property at any time when the item(s) are under the care and possession of the Contractor. The Contractor shall repair items damaged while in their care and possession within 15 working days of discovery. The Contractor shall replace items that cannot be repaired or items that have been subject to loss or theft within 15 working days of discovery. Replacement items shall be of equal or greater value, quality and specification of item(s) being replaced.

1.3.12 Tagging:

1.3.12.1 During pickups (para 1.3.3), the Contractor shall attach a green tag to dirty or damaged appliances and furniture, complete with the member’s name/address and date. For all items not delivered due to a ‘Missed Appointment’ or refused items, Contractor shall attach a red tag complete with the member’s name/address and date and return the items back to the FMS.

1.3.12.2 The Contractor shall attach a certificate of serviceability to all repaired items (including during service calls), serviced items and cleaned items (para’s 1.3.4, 1.3.6, 1.3.7, 1.3.8, 1.3.9) to show that these items have had the required task carried out on them and are certified as serviceable by the Contractor.

1.3.12.3 These tags and certificates shall be supplied by the Contractor.

1.3.13 Invoicing:

1.3.13.1 The Contractor shall submit an invoice IAW DFARS clause 252.232-7003 Electronic Submission of Payments Requests and Receiving Reports. In addition to this, the Contractor shall submit a monthly invoice in spreadsheet format to the COR. The FMS will provide the invoicing spreadsheet template to the Contractor, and the Contractor shall be responsible for spreadsheet completion and submittal each month. The FMS may at any time revise the invoice procedure. The Contractor shall complete all areas of the invoice procedure as specified by the FMS. The invoice spreadsheet shall be submitted no later than the 6th of each month. Provided that there are no discrepancies, the COR shall inspect and accept the invoice. During the inspection process, the Contractor shall re-submit the invoice spreadsheet when discrepancies have been identified and changes are needed.

1.3.14 Documentation/Paperwork:

1.3.14.1 eMH Paperwork or equivalent hand receipt (Request orders, delivery orders, pickup orders etc.):

1.3.14.1.1 The Contractor shall ensure all eMH paperwork or equivalent hand receipts are complete, legible, and accurate and shall return them to the FMS warehouse accompanied with each returning collection/pickup.

1.3.14.1.2 The FMS warehouse shall not accept furnishings/appliances unless they are accompanied by the eMH paperwork or equivalent hand receipt.

1.3.14.1.3 FMS paperwork, furnishings for deliveries or furnishings from pickups shall not be held by the Contractor for longer than one (1) working day unless authorized by the COR. The Contractor shall return all eMH paperwork or equivalent hand receipts to the FMS by 0900 the next working day.

1.3.14.1.4 Paperwork completion by the Contractor shall include but not be limited to; annotation of appliance details (serial numbers, barcodes etc.), obtaining customer signatures, and annotating quantities picked up and/or delivered.

1.3.14.2 FMS Customer Comment Card: The Contractor shall hand the customer an FMS customer comment card when completing tasks paragraph 1.3.2, 1.3.3, and 1.3.4. The Contractor shall allow the customer time to complete the comment card before leaving their residence. The Contractor shall then receive the completed comment card from the customer and return to the FMS by 0900 the next working day. Alternatively, the customer may choose to keep the comment card and submit to FMS in their own time.

1.3.14.3 FMS Missed Appointment Notice: The Contractor shall ensure the FMS missed appointment notice is complete, legible, and accurate and return it to the FMS warehouse whenever used. The Contractor shall attach the missed appointment notice to the correct eMH paperwork or equivalent hand receipt. The Contractor shall also leave a copy of this form at the customer’s residence (see 1.3.5).

1.3.14.4 USAFE 391 (Household Furnishings Record – Pickup and Delivery Service): The Contractor shall use and complete a USAFE 391 with each vehicle used each day (1 per vehicle per day). The Contractor shall ensure they are complete, legible, and accurate and all sections are completed. The

Contractor shall complete USAFE 391 for all trips, including arrival and departure times at base gates.

The Contractor shall return all USAFE 391’s to the COR by 0900 the next working day. The Contractor shall not keep USAFE 391’s longer than one (1) day unless authorized by the COR. The Contractor shall not fill in USAFE 391’s prior to delivery/pickup.

1.3.14.5 All documentation/paperwork is subject to the Privacy Act Of 1974 and shall be treated accordingly.

1.3.14.6. The FMS will provide full training to the Contractor on procedures for completing all relevant paperwork/forms. The FMS may change paperwork/forms or the procedures for completing them. The FMS will provide updated training to the Contractor following any changes. The Contractor shall ensure all paperwork/forms are completed as per the provided training.

1.3.14.7 RECORDS, FILES, DOCUMENTS AND WORK PAPERS: All records, files, documents and work papers provided by the Government remain Government property, and the Contractor shall maintain and dispose of them per AFI 37-138, Table 64-1 Rule 2.

1.3.14.8 FORMS, PUBLICATIONS AND DOCUMENTS: The Government shall provide forms expressly required to perform the work in this PWS with the exception of work orders required for para’s 1.3.2, 1.3.3, 1.3.4, 1.3.6, 1.3.7, 1.3.8, 1.3.9 and 1.3.10, which the Contractor shall provide. The Contractor shall also provide tags and certificates of serviceability labels (para 1.3.11). See Appendix D for the complete listing.

2 SERVICES SUMMARY

The Services Summary (SS) is a tool for identifying the major performance objectives of the contract, where they can be found in the PWS, and the performance threshold describing the minimally acceptable levels of service required for each performance objective. Government inspection is not limited to SS objectives.

Services Summary (SS) Performance Objective PWS

Para Performance Threshold (per month)

Remedy CPARS Category and Ratings

a. Scheduling is accomplished from the FMS list accurately and provided to the FMS office by 0800 for that day’s service.

1.3.1.

a. Schedule shall be created accurately and delivered to FMS by 0800 on that day’s service with no more than 2 delays per month.

Contractor shall re-deliver within timeline determined by FMS at no additional cost to the Government.

Category:

Schedule

Ratings:

Exceptional Very Good Satisfactory Marginal Unsatisfactory

a. Deliveries are completed with all component parts present and item(s) placed and completely installed in accordance with manufacturer’s standards

1.3.2 1.3.3

a. Deliveries and pickups shall be completed IAW 1.3.2 and

1.3.3 at least 90% of time.

The Contractor shall be required to re-perform at no additional cost to the Government.

Category:

Schedule

Ratings:

Exceptional Very Good Satisfactory and to customer’s and FMS’ satisfaction.

b. Pickups and removal of furniture and appliances are complete with disconnection, disassembly & removal.

c. Deliveries and pickups are completed in accordance with the schedule.

b. The Contractor shall accomplish deliveries and pickups IAW the schedule at least 90% of the time.

Marginal Unsatisfactory

1.3.3

a. All Service calls are completed within applicable timelines. All service calls are annotated on a work order with the work order being returned to the FMS. Appliances connected during a service call are correctly tested and accurately documented

1.3.4 a. All appointments for the Service Call program shall be completed IAW PWS 1.3.4 at least 90% of the time.

The Contractor shall be required to re-perform at no additional cost to the Government.

Category: Quality, Regulatory Compliance, Schedule

Ratings:

Exceptional Very Good Satisfactory Marginal Unsatisfactory

Preventative Maintenance (Base Housing) is completed within 1 day of the property becoming available. A certificate of serviceability label shall be affixed to each item and a work order completed and returned to the FMS.

1.3.8 a. All preventative maintenance shall be completed IAW PWS

1.3.8 at least 90% of the time.

Contractor re-performance may be required at no additional cost to the government and paperwork shall be provided to FMS within 24hrs of identified discrepancy.

Category: Quality, Regulatory Compliance

Ratings:

Exceptional Very Good Satisfactory

Appliance and furniture items repaired and maintained are to be returned to the FMS within twenty-five (25) working days after collection. A certificate of serviceability label shall be affixed to each item and a work order

1.3.6.

a. The Contractor shall complete appliance and furniture item tasks IAW PWS

1.3.6.2 within specified timeline and will all required documentation at least 90% of the time.

The Contractor may be required to re-perform repairs and correct documentation at no additional cost to the Government and paperwork shall be provided to FMS within 24hrs of identified discrepancy.

Category:

scheduling, Quality, Regulatory Compliance

Ratings:

Exceptional Very Good Satisfactory completed and returned with each item.

Marginal Unsatisfactory

Preventative maintenance (Dormitories) is completed and in accordance with the schedule. A certificate of serviceability label shall be affixed to each item and a work order completed and returned to the FMS.

1.3.7 a. The Contractor shall complete preventative maintenance IAW PWS 1.3.7 at least 90% of the time.

Contractor re-performance may be required at no additional cost to the government and paperwork shall be provided to FMS within 24hrs of identified discrepancy.

Category:

scheduling, Quality, Regulatory Compliance

Ratings:

Exceptional Very Good Satisfactory Marginal Unsatisfactory

Once cleaned, furniture and appliances shall be returned to the FMS within ten (10) working days after collection. A certificate of serviceability label shall be affixed to each item and a work order completed and returned with each item.

1.3.9 a. The Contractor shall clean appliances and furniture and complete paperwork IAW PWS

1.3.9 at least 90% of the time.

Contractor re-performance may be required at no additional cost to the government and paperwork shall be provided to FMS within 24hrs of identified discrepancy.

Category:

Scheduling, Quality

Ratings:

Exceptional Very Good Satisfactory Marginal Unsatisfactory

All required documentation and paperwork is completed as required by the FMS.

1.3.1 a The Contractor shall complete all documentation and paperwork IAW PWS 1.3.13 at least 90% of the time.

Contractor re-performance may be required at no additional cost to the Government.

Category: Quality, Regulatory Compliance

Ratings:

Exceptional Very Good Satisfactory Marginal Unsatisfactory

Quality Control Contractor’s Quality Control Plan (incorporated into contract after award).

2.1 No more than three valid

nonconformances per year

Contractor shall complete a written Corrective Action Report.

Category:

Management

Ratings:

Exceptional Very Good Satisfactory

2.1 QUALITY CONTROL

2.1.1 Contractor Quality Control Plan (QCP)

The Contractor shall develop and implement procedures to identify and prevent recurrences of defective services. The Contractor shall ensure quality service is maintained throughout the life of the contract and shall prepare and implement a written quality control plan (QCP), which includes identification of the practices and procedures used. The QCP shall reflect the Contractor’s overall approach to quality and internal controls, and procedures for evaluating each of the major service areas (who, method, how often), reporting to the Government, resolving deficiencies, identifying potential improvements, documenting quality control inspections, corrective actions taken, and maintaining quality control documentation. The written QCP shall be submitted to the Contracting Officer for review, feedback, and approval no later than the pre-performance conference. The quality control procedures should address the areas identified in the Service Summary. The plan should include at a minimum:

2.1.1.1 A description of the inspection system to cover all services listed on the SS. The description shall include specifics as to the area to be inspected on both a scheduled and unscheduled basis, frequency of inspections and a submission of a monthly QC schedule to the COR.

2.1.1.2 A description of the records to be kept to document inspections and corrective or preventive actions taken.

2.1.1.3 The records of inspections shall be maintained by the Contractor, kept on site and made available to the Government throughout the contract performance period, and for the period after contract completion until final settlement of any claims under this contract.

2.2 QUALITY ASSURANCE

2.2.1 Government Quality Assurance.

The Government will inspect and evaluate to ensure that the Contractor’s performance under this contract is in accordance with the Quality Assurance Surveillance Plan (QASP). Any action taken by the COR, as a result of surveillance, will be according to the terms of this contract. When Contractor performance does not meet the performance threshold, the CO or COR may initiate a Performance Assessment Report (PAR) or Corrective Action Report (CAR) to the Contractor. The Contractor shall respond IAW the instructions provided and return it to the CO on or before the due date.

2.3 PERFORMANCE ASSESSMENT

2.3.1 Surveillance

2.3.1.1 When the performance requirement is not met, the COR shall initiate documentation to the Contractor and the Contracting Officer (CO). The Contractor shall be required to re-perform any failed service requirements of the PWS at no additional cost to the Government. The Government will investigate complaints from customers and immediately convey those to the Contract Manager. The Contractor shall be responsible for initially validating customer complaints. However, the COR shall make final determination of validity of customer complaint(s) in cases a customer and the Contractor disagree.

2.3.1.2 COR may inspect by watching actual task performance, physically checking the attribute of the completed task, checking a management information report, investigating customer complaints, conferring with facility managers, or otherwise inspecting the task or its results to determine whether or not performance meets the standards contained in this PWS. Results of the surveillance inspection become the official Air Force record of the Contractor’s performance. shall be recorded, and the Contractor shall re-perform any unsatisfactory inspection result (defect) IAW the SS remedy timelines. Failing to meet the performance threshold as outlined in the SS for any performance objectives in any 1-month period may result in a warning or letter of concern from the CO, a Performance Assessment Report (PAR), a Corrective Action Report (CAR) or a reduction in the applicable CLIN price.