DRAFT PWS RSP SUPPORT_Attachment 1.docx

PERFORMANCE WORK STATEMENT (PWS)

FOR

Army National Guard (ARNG) Recruit Sustainment Program Quality Control (RSP-QC) & Retention Services

1.0 General:

1.1 Scope: The contractor shall provide all personnel, equipment, tools, materials, supervision, and quality control necessary, except as specified in Paragraph 3.0 as Government Furnished, to perform RSP-QC Services, as defined in this PWS.

1.2 Background: The RSP-QC non-personal services contract provides a mechanism for reducing the training pipeline loss of recruits preparing to attend Initial Entry Training. Since 2011 the ARNG has utilized the RSP contract to ensure the administrative completeness and accuracy of all enlistment documents, assistance coordinating shipping dates for new recruits, and timely response to administrative issues from the time of enlistment through transition to their ARNG unit. The RSP presently operates at an estimated 287 sites throughout the 50 states, three territories and the District of Columbia (The 54 States) as determined by each State’s ARNG Command Structure.

1.3 Period of Performance (PoP): The Period of Performance shall be one 9-month base period, two 12-month option years, and a one 3-month option period.

1.4 General Information:

1.4.1 Place and Performance of Services: Place and Performance of Services: The contractor shall provide services between the hours of 0730-1630 on Monday through Friday, except on recognized US holidays or when the Government facility/installation is closed due to local or national emergencies, administrative closings, or similar Government-directed facility/installation closings. The Contractor may need to provide services at the RSP Site Locations (Attachment 12) during RSP Drill dates (weekend) to reach the performance standards set in Section 5.0 below are met. Performance shall be at the designated RSP Site Locations located throughout the 54 States and Territories. The Government reserves the right to modify the locations required, based on operational needs and funding via a bi-lateral modification. The contractor shall at all times maintain an adequate work force for the uninterrupted performance of all tasks defined within this PWS when the Government facility/installation is not closed for the above reasons. When hiring personnel, the contractor shall keep in mind that the stability and continuity of the work force are essential.

1.4.4.1 Telework: The Government may permit telework by contractor employees when determined to be in the best interest of the Government in meeting work requirements. In furtherance of Continuity of Operations Planning (COOP), a telework program may be enacted to ensure that the Government's mission-critical operations stay operational during times of national emergency or incidents of national significance. Telework shall be at no additional cost to the Government.

1.4.1.2 Unscheduled gate closures by the Security Police may occur at any time causing all personnel entering or exiting a closed installation to experience a delay. This cannot be predicted or prevented. Contractors are not compensated for unexpected closures or delays. Vehicles operated by contractor personnel are subject to search pursuant to applicable regulations. Any moving violation of any applicable motor vehicle regulation may result in the termination of the contractor employee’s installation driving privileges.

1.4.1.3 The contractor’s employees shall become familiar with and obey the regulations of the installation; including fire, traffic, safety and security regulations while on the installation. Contractor employees should only enter restricted areas when required to do so and only upon prior approval. All contractor employees shall carry proper identification with them at all times, and shall be subject to such checks as may be deemed necessary. The contractor shall ensure compliance with all regulations and orders of the installation, which may affect performance. The Government reserves the right to direct the removal of an employee for misconduct, security reasons, or any overt evidence of communicable disease. Removal of contractor employees for reasons stated above does not relieve the Contractor from responsibility for total performance of this contract.

1.4.2 Recognized Holidays: The below list reflects recognized public United States (US) holidays. The contractor shall not perform services on these days. Most Federal employees work on a Monday through Friday schedule. For these employees, when a holiday falls on a nonworkday -- Saturday or Sunday -- the holiday usually is observed on Monday (if the holiday falls on Sunday) or Friday (if the holiday falls on Saturday). The contractor is responsible for knowing when these federal holidays are recognized based upon the published Office of Personnel Management holidays list (https://www.opm.gov/policy-data-oversight/pay-leave/federal-holidays/).

New Year’s Day: January 1st Martin Luther King, Jr.’s Birthday President’s Day Memorial Day Juneteenth Day Independence Day: July 4th Labor Day Columbus Day Veteran’s Day: November 11th Thanksgiving Day Christmas Day: December 25th

1.4.3 Quality Control (QC): The contractor shall develop and maintain an effective QC Plan (QCP) to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractor’s QCP is the means by which it assures itself that its work complies with the requirements of the contract. As a minimum, the contractor shall develop QC procedures that address the areas identified in Technical Exhibit 1, Performance Requirements Summary (PRS). A final QCP shall be submitted to the Contracting Officer Representative (COR) NLT 10 days after contract award. After acceptance of the QCP, the contractor shall obtain the Contracting Officer’s (KO’s) acceptance in writing of any proposed changes to its QCP.

1.4.4 Quality Assurance (QA): The Government will evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on what the Government will do to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and acceptable quality level(s) or defect rate(s).

1.4.5 Installation Access and Security Requirements. The contractor shall comply with all applicable installation/facility access and local security policies and procedures, which may be obtained from the COR. The contractor and all associated subcontractor employees shall provide all information required for background checks to meet installation access requirements to be accomplished by installation Provost Marshal Office, Director of Emergency Services, or Security Office. The contractor shall ensure compliance with all personal identity verification requirements as directed by Department of Defense (DoD), Headquarters Department of Army (HQDA) and/or local policy (see PWS 6.0). Should the Force Protection Condition (FPCON) change, the Government may require changes in contractor security matters or processes.

1.4.5.1 For contractors requiring Common Access Card (CAC): The CAC is the DoD Federal Personal Identity Verification (PIV) credential. Before CAC issuance, the contractor employee requires, at a minimum, a favorably adjudicated Tier 1 or an equivalent or higher investigation in accordance with Army Directive 2014-05. The contractor employee will be issued a CAC only if duties involve one of the following: (1) both physical access to a DoD facility and access, via logon, to DoD networks on-site or remotely; (2) remote access, via logon, to a DoD network using DoD-approved remote access procedures; or (3) physical access to multiple DoD facilities or multiple non-DoD federally controlled facilities on behalf of the DoD on a recurring basis for a period of 6 months or more. At the discretion of the sponsoring activity, an initial CAC may be issued based on a favorable review of the FBI fingerprint check and a successfully scheduled Tier 1 investigation at the Office of Personnel Management.

Sponsorship and enrollment information about each applicant must be registered in the Defense Enrollment Eligibility Reporting System (DEERS) through either the Real-Time Automated Personnel ID System (RAPIDS) using the DD Form 1172-2 or the Trusted Associate Sponsorship System (TASS).

1.4.5.1.1 Homeland Security Presidential Directive (HSPD)-12 Background Investigation Requirements: The contractor shall ensure that all contractor and subcontractor personnel whose duties require CAC card issuance obtain them, and shall process all CAC card applications. The contractor shall ensure that all employees requiring an initial background investigation complete a Personnel Security Investigation Portal (PSIP) form provided by COR post award, at the earliest possible date and that this form is forwarded to the COR immediately. The COR will review the form for completeness and accuracy and forward it to the National Guard Bureau (NGB) Personnel Security manager who will initiate the investigation process via the PSIP. Contractor personnel will then receive two e-mail messages; the first will confirm that the investigative service provider has received the request, and the second will provide instructions for the completion of the appropriate form via the Electronic Questionnaires for Investigations Processing (e-QIP) system. Upon completion of the e-QIP questionnaire and submittal of all required documents, including fingerprint card to the security manager, the background investigation (BI) will be initiated. The contractor shall ensure immediate compliance with all instructions regarding background investigation processing, including those provided verbally, by e-mail or via a Government system. The contractor is cautioned that the entire process from submittal of the PSIP form to return of the FBI fingerprint check may routinely take from two to six weeks and shall factor this lead time into its hiring/placement process. The contractor shall make all reasonable efforts to ensure that contractor employees meet CAC eligibility standards upon assignment to the contract and shall be held responsible for delays, failure to meet performance requirements or decreases in efficiency in accordance with the applicable inspection clause.

1.4.5.1.2 Trusted Associate Sponsorship System (TASS): The contractor shall process CAC applications through the TASS, the procedures for which are described below. Although there is no requirement for the contractor to designate a “Corporate Facility Security Officer" (FSO) to serve as its single point of contact for the BI, the TASS application process and other CAC and security-related matters, such designation facilitates these processes. If a Corporate FSO is not established, all contractor employees requiring a CAC will be required to process their own applications. The submission process for CAC applications is as follows:

1. The contractor's FSO or contractor employee shall submit requests for a CAC via email to the designated TASS Trusted Agent (TA). The TASS TA for this requirement will be: TBD

2. The Government will establish a TASS application account for each CAC Request and will provide each contractor employee a user ID and password, via email, to the contractor’s FSO or contractor employee. The FSO or contractor employee shall access the TASS account and complete the CAC application (entering/editing contractor information as applicable) at: https://tass.dmdc.osd.mil/tass/. The contractor’s FSO or contractor employee shall follow up to ensure that the TA is processing the request.

3. The Government will inform the contractor's applicant, via email, of one of the following:

a. Approval.* Upon approval, the information is transferred to the DEERS database and an email notification is sent to the contractor with instructions on obtaining their CAC. The contractor proceeds to a RAPIDS station (RAPIDS Site Locator: http://www.dmdc.osd.mil/rsl/).

b. Rejection.* The Government, in separate correspondence, will provide reason(s) for rejection.

c. Return. Additional information or correction to the application required by the contractor employee.

*The contractor shall maintain records of all approved and rejected applications.

1.4.5.1.3 At the RAPIDS station, the RAPIDS Verification Officer will verify the contractor employee by Social Security Number (SSN) and two forms of identification. Identity source documents must come from the list of acceptable documents included in Form I-9, OMB No. 1615-0047, "Employment Eligibility Verification". Consistent with applicable law, at least one document from the Form I-9 list shall be a valid (unexpired) State or Federal Government-issued picture ID. The Identity documents will be inspected for authenticity and scanned and stored in the DEERS upon issuance of an ID. The photo ID requirement cannot be waived, consistent with applicable statutory requirements. The Verification Officer will capture primary and alternate fingerprints, picture, and updates to DEERS, and will then issue a CAC. Issued CACs will be valid for no longer than three years, or until the individual's contract end date (inclusive of any options), whichever is earlier.

1.4.5.1.4 The contractor shall manage requests for new or renewal CAC cards in sufficient time to ensure that all contractor employees have them when needed to perform work under this contract. The contractor shall provide at least 10 calendar days advance notice to the TA, unless there are extenuating circumstances approved by the COR or KO.

1.4.5.1.5 The contractor shall return issued CACs to the DEERS office upon departure or dismissal of each contractor employee, and shall obtain a receipt for each card and provide it to the TA/COR.

1.4.5.1.5.1 Failure to comply with these requirements may result in withholding of final payment.

1.4.5.1.2 The contractor shall obtain an Army Knowledge Online (AKO) email address for each applicant, including subcontractors, who may be deployed or require logical access to a Government computer network. Note: If employees of a contractor lose the privilege to access AKO, they lose the ability to renew their CAC. Therefore, it is critical that contractor employees maintain their AKO accounts.

1.4.5.3 Awareness Training (AT) Level 1: All contractor employees, including subcontractor employees, requiring access to Army installations, facilities, and controlled access areas shall complete AT Level 1 training within 30 calendar days after contract start date and within 30 calendar days of new employees commencing performance. The contractor shall submit certificates of completion for each affected contractor and subcontractor employee to the COR (if no COR is assigned, delete “to the COR” and replace with “to the KO”) within 15 calendar days after completion of training by each employee or subcontractor personnel. AT Level 1 awareness training is available at the following website: https://jko.jten.mil/courses/atl1/launch.html.

1.4.5.4 iWATCH Training: The contractor and all associated subcontractors with an area of performance within an Army-controlled installation, facilities or area shall brief all employees on the local iWATCH program (training standards provided by the requiring activity Antiterrorism Officer (ATO)). This local developed training shall be used to inform employees of the types of behavior to watch for and instruct employees to report suspicious activity to the COR or the KO. This training shall be completed within 30 calendar days of contract award and within 30 calendar days of new employees commencing performance. The contractor shall report completion for each contractor employee and subcontractor employee to the COR within 15 calendar days after completion of training.

1.4.5.5 Communications Security/Information Technology (COMSEC/IT) Security. All communications with DoD organizations are subject to COMSEC review. All telephone communications networks are continually subject to intercept by unfriendly intelligence organizations. DoD has authorized the military departments to conduct COMSEC monitoring and recording of telephone calls originating from, or terminating at, DoD organizations. Therefore, the contractor is advised that any time contractor personnel place or receive a call they are subject to COMSEC procedures. The contractor shall ensure wide and frequent dissemination of the above information to all employees dealing with DoD information. The contractor shall abide by all Government regulations concerning the authorized use of the Government's computer network, including the restriction against using the network to recruit Government personnel or advertise job openings.

1.4.5.6 Use of Government Information Systems (IS) and access to Government networks is a revocable privilege, not a right. Users are the foundation of the DoD strategy and their actions affect the most vulnerable portion of the Army Enterprise Infrastructure (AEI). Contractor employees shall have a favorable background investigation or hold a security clearance and access approvals commensurate with the level of information processed or available on the system. Contractor employees shall:

1.4.5.6.1 Comply with the command's Acceptable Use Policy (AUP) for Government owned IS and sign an AUP prior to or upon account activation.

1.4.5.6.2 Complete initial and/or annual Information Assurance (IA) training as defined in the IA Best Business Practices (BBP) training (https://atc.us.army.mil/iastar/docs/Training_BBP.pdf).

1.4.5.6.3 Mark and safeguard files, output products, and storage media per classification level and disseminate them only to individuals authorized to receive them with a valid need to know.

1.4.5.6.4 Protect IS and IS peripherals located in their respective areas in accordance with physical security and data protection requirements.

1.4.5.6.5 Practice safe network and Internet operating principles and take no actions that threaten the integrity of the system or network.

1.4.5.7 Army Training Certification Tracking System (ATCTS): All contractor employees with access to a Government information system shall be registered in ATCTS (https://atc.us.army.mil/iastar/index.php) at commencement of services, and shall successfully complete the DoD Information Assurance awareness training prior to access to the IS and then annually thereafter. (https://iatraining.us.army.mil/).

1.4.5.8 Information Assurance (IA) Training. All contractor employees and associated subcontractor employees shall complete the DoD IA Awareness Training before issuance of network access and annually thereafter.

1.4.5.9 Not applicable

1.4.5.10 Protection of Personally Identifiable Information (PII). The contractor shall protect all PII encountered in the performance of services in accordance with Defense Federal Acquisition Regulation Supplement (DFARS) 224.103 Personally Identifiable Information and Department of Defense Directive (DoDD) 5400.11, Department of Defense Privacy Program, and DoD 5400.11-R. If a PII breach results from the contractor’s violation of the aforementioned policies, the contractor shall bear all notification costs, call-center support costs, and credit monitoring service costs for all individuals whose PII has been compromised.

1.4.5.11 OPSEC Training. In accordance with AR 530-1, Operations Security, new contractor employees shall complete Level I OPSEC training within 30 calendar days of their reporting for duty and annually thereafter. The contractor shall submit certificates of completion for each contractor employee to the COR (if no COR is assigned, delete to the COR and replace with to the KO) within 15 calendar days after completion of training. Level 1 OPSEC training is available at https://securityawareness.usalearning.gov/opsec/index.htm.

1.4.5.12 OPSEC SOP/Plan. The contractor shall develop an OPSEC Standard Operating Procedure (SOP)/Plan and provide it to the COR within 90 calendar days of contract award to be reviewed and approved by the responsible Government OPSEC officer, per AR 530-1, Operations Security. This SOP/Plan shall include a process to identify the Government's critical information, why it needs to be protected, where it is located, who is responsible for it, and how to protect it. The contractor shall implement OPSEC measures as required by the Government. In addition, the contractor shall identify an individual who will be an OPSEC Coordinator. The contractor shall ensure this individual becomes OPSEC Level II certified within 90 days of appointment as OPSEC coordinator in accordance with AR 530-1. Contractor shall provide a copy of the certification to the COR NLT 15 days after completion.

1.4.5.13 Not applicable

1.4.5.14 Threat Awareness and Reporting Program (TARP). Per AR 381-12, Threat Awareness and Reporting Program (TARP), contractor employees with security clearances must receive annual TARP training by a counterintelligence (CI) agent or other trainer as specified in Chapter 2 Threat Awareness and Education, Section II, paragraph 2-4b. The contractor shall identify annual TARP training, personnel trained, and date of training within 15 days of training completion

1.4.6 Physical Security. The contractor shall safeguard all Government property provided for contractor use. At the close of each work period, Government facilities, equipment and materials shall be secured.

1.4.6.1 Key Control. NOTE: All references to keys include key cards. The contractor shall establish and implement methods of ensuring that no keys/key cards issued by the Government are lost or misplaced or are used by unauthorized persons. No keys issued by the Government shall be duplicated. Such procedures shall include turn-in of any issued keys by personnel who no longer require access to locked areas. The contractor shall include procedures covering key control in the QCP.

1.4.6.1.1 The contractor shall immediately report any occurrences of lost or duplicated keys/key cards to the COR.

1.4.6.1.2 In the event keys, other than master keys, are lost or duplicated, the contractor shall, upon direction by the KO, re-key or replace the affected lock or locks; however, the Government, at its option, may replace the affected lock or locks or perform re-keying. When the Government replaces or re-keys the locks, the Government will deduct the total cost of lock replacement or re-keying from the monthly payment due the contractor. In the event a master key is lost or duplicated, the Government will replace all locks and keys for that system, and will deduct the total cost from the monthly payment due the contractor.

1.4.6.1.3 The contactor shall prohibit the use of the Government issued keys/key cards by any persons other than the contractor’s employees. The contractor shall prohibit the opening of locked areas by contractor employees to permit entrance of persons other than contactor employees engaged in the performance of services in those areas, or personnel authorized entrance by the KO.

1.4.7 Special Qualifications: This position uses some subject-matter knowledge and judgment to complete assignments consisting of numerous steps varying in nature and sequence. The contract employee selects from alternative methods and refers problems not solvable by adapting or interpreting substantive guides, manuals, or procedures. Typical duties include: assisting in a variety of administrative matters; maintaining a wide variety of financial or other records (stored both manually and electronically); verifying statistical reports for accuracy and completeness; compiling information; and handling and adjusting complaints.

1.4.8 Post Award Conference/Periodic Progress Meetings: The contractor agrees to attend any post award conference convened by the KO in accordance with FAR 42.5. The KO, COR and other Government personnel, as appropriate, may meet periodically with the contractor to review the contactor’s performance. At these meetings, the KO will apprise the contractor of how the Government views the contractor’s performance and the contractor shall apprise the Government of problems, if any, being experienced. The contractor shall resolve outstanding issues raised by the Government. Contractor attendance at these meetings shall be at no additional cost to the Government.

1.4.9 Contract Manager (CM): The contactor shall designate a CM who shall ensure performance under this contract. The name of this person, and an alternate who shall act for the contractor when the CM is absent, shall be designated in writing to the KO. The CM or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract. The CM shall work through the COR to resolve issues, receive technical instructions, and ensure adequate performance of services. The CM shall ensure that contractor employees do not perform any services outside the scope of the contract without an official modification issued by the KO. The CM shall ensure contractor employees understand that services performed outside the scope of the contract are performed wholly at the expense of the contractor.

1.4.10 Identification of Contractor Employees: All contractor personnel attending meetings, answering Government telephones and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression that they are Government employees. The contractor shall ensure that all documents or reports produced by contractor personnel are suitably marked as contractor products or that contractor participation is appropriately disclosed. The contractor’s status as a “contractor” shall be predominantly displayed in all correspondence types (to include signature blocks on e-mail) and dealings with Government or non-Government entities. Contractor personnel shall wear identification badges distinguishing themselves as such. The badges shall have the company name, employee name and the word “contractor” displayed.

1.4.10.1 The contractor shall retrieve all identification media (including vehicle passes) from its employees who depart employment for any reason. The contractor shall return all identification media (i.e., badges and vehicles passes) to the KO within 14 days of an employee’s departure.

1.4.11. Combating Trafficking in Persons: The United States Government has adopted a zero tolerance policy regarding trafficking in persons. Contractors and contractor employees shall not engage in severe forms of trafficking in persons during the period of performance of the contract; procure commercial sex acts during the period of performance of the contract; or use forced labor in the performance of the contract. The Contractor shall notify its employees of the United States Government’s zero tolerance policy, the actions that will be taken against employees for violations of this policy. The contractor shall take appropriate action, up to and including termination, against employees or subcontractors that violate the US Government policy as described at FAR 22.17.

1.4.12 Contractor Travel

The contractor will be authorized travel expenses consistent with the substantive provisions of the Joint Travel Regulation (JTR) and the limitation of funds specified in this contract. All travel requires COR approval prior to travel arrangements being made.

1.4.13 Data Rights: Not applicable

1.4.14 Organizational Conflicts of Interest (OCI): The contractor and subcontractor personnel performing services under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent OCIs, as defined in FAR Subpart 9.5. The contractor shall notify the KO immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the KO to avoid or mitigate any such OCI. The contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the KO. In the event the KO unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the KO may impose other remedies as he or she deems necessary, including prohibiting the contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.4.15 Phase In / Phase Out Periods: Not applicable

2.0 Definitions and Acronyms:

2.1 Definitions:

2.1.1 Contractor: A supplier or vendor awarded a contract to provide specific supplies or service to the Government. The term used in this contract refers to the prime.

2.1.2 Defective Service: A service output that does not meet the standard of performance associated with the PWS.

2.1.3 Deliverable: Anything that can be physically delivered and includes non-manufactured things such as meeting minutes or reports.

2.1.4 Key Personnel: Not applicable

2.1.5 Physical Security: Actions that prevent the loss or damage of Government property.

2.1.6 Quality Assurance: The Government procedures to verify that services being performed by the Contractor are performed according to acceptable standards.

2.1.7 Quality Assurance Surveillance Plan (QASP): An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance.

2.1.8 Quality Control: All necessary measures taken by the Contractor to ensure that the quality of an end product or service shall meet contract requirements.

2.1.9 Subcontractor: One that enters into a contract with a prime contractor. The Government does not have privity of contract with the subcontractor.

2.2 Acronyms:

3.0 Government Furnished Property, Material, Equipment and Services (GFP/M/E/S): The Government will provide the property, material, equipment, and/or services listed below solely for the purpose of performance under this contract:

3.1 Property: The Government will furnish the necessary workspace for the contractor to perform services outlined in this PWS to include desk space, telephones, computers, and other items necessary to maintain an office environment. In areas where GSA vehicles are available and necessary for contractor use to the benefit of the United States Government, contractors are authorized to operate these GSA vehicles IAW the RSP Support Contract GSA Vehicle Usage Standard Operating Procedures (SOP). This SOP provides guidance on insurance, licensing, safety, and other essential concerns that are required for each operator. The operators are required to sign for the vehicle and maintain accountability IAW the SOP.

3.2 Materials: N/A

3.3 Equipment: N/A

3.4 Services: N/A

3.5 Utilities: All utilities in the facility will be available for the contactor’s use in the performance of this contract. The contractor shall instruct employees in utilities conservation practices. The contractor shall operate under conditions that preclude the waste of utilities, which include turning off the water faucets or valves after using the required amount.

4.0 Contractor Furnished Property, Materials, and Equipment (CFP/M/E):

4.1 General: Except for those items specifically stated to be Government-Furnished in Paragraph 3.0, the contractor shall furnish everything required to perform these services as indicated in Paragraph 1.1.

5.0 Requirements:

5.0 Requirements: The Contractor shall ensure all Shipper Packets are compliant and complete pursuant to the RSP Recruit Pre-Ship Packet Review Checklist, also referred to as RSP-QC Checklist, (Attachment 1) for all Recruits.

The contractor shall provide the maximum required service hours of RSP-QC Specialist for the three state categories of small, medium and large based on the Army National Guard established Force Structure Group (FSG). (See attachment 8)

The Contractor shall scan and upload Shipper Packets into Vulcan (Attachment 2 Vulcan User Guide Section 6.1). All Shipper Packets shall be kept digitally on a Government provided laptop.

CLARIFICATION NOTE: The Contractor will not be held accountable for Trouble Tickets that are a result of Government error. The Government acknowledges there are variance errors under this contract, which will cause the Shipper Packet Performance Matrix to be adjusted monthly. The monthly adjustment will be determined by adjusting the DPRO provided Shipper Quality Control Rate and to reflect the Government errors as follows: (1) coordination and communications between the Guidance Counselor Resources (GCR) and Vulcan database errors; (2) Accession Security; (3) AIT; (4) General Screening; (5) In-processing documents; and (6) orders.

Variance Calculation: The Contractor’s Shipper Packet Performance Accuracy percentage and variance errors are calculated by each month’s training pipeline size as follows. First, the Government will use the DPRO Shipper Quality Control Rate (e.g. September 2019 EOM Metrics = 98.57%). Second, the Government will run a report in Vulcan on all Trouble Tickets that generated a GCR and Vulcan databases error. (e.g. 12 month period ending IAW applicable EOM Metrics= 145). Third, the Government will then run a report in Vulcan for the Government errors of Accession Security, AIT; General Screening; In-processing documents; and Orders and will discard any duplicative GCR and Vulcan databases errors (e.g. 12 month period ending IAW applicable EOM Metrics= 372 (455-9-74)). Fourth, all the Government errors will be added up (517 then divided into the total number of Trouble Ticket (12 month period ending IAW EOM Metrics = 1028) to obtain the Percentage Change Adjustment Number (PCAN) (EOM July 2015 = 2.0 (1.98)). Finally, the PCAN will be added to the DPRO Shipper Quality Control Rate to obtain the Contractor’s Shipper Packet Performance Accuracy percentage and difference between the DPRO Shipper Quality Control Rate variance error (12 Month period ending September 2019= 99.8% and 2.0%).

5.1 Response to Trouble Tickets: GENERAL: In the event a Recruit’s Shipper Packet is found to have an error (e.g. missing a document) the ARNG-Training Liaison Non-Commissioned Officer (LNO) located at a training installation (either BCT or AIT) will generate a “Trouble Ticket” in Vulcan’s LNO Module (see Vulcan User Guide Section 5.4). However, if a Recruit is missing a document in their Shipper Packet, the ARNG-LNO can search the Recruits’ case file in Vulcan (see Vulcan User Guide Section 4.2.3). If the ARNG-LNO locates the document in Vulcan, a Trouble Ticket will not be generated. Once a Trouble Ticket is generated a Recruit is removed from the process or put in a hold status which may cause a Recruit to be unable to attend training. This training distraction historically has lead to motivational issues and has lead to the Recruit dropping out, thus becoming a training pipeline loss.

5.1.1 The Contractor shall use Vulcan to address and fix Trouble Tickets.

5.2 The Contractor shall create a Monthly Status Report (MSR). A Contractor’s sample of the report shall be submitted to the COR and Contracting Officer for review and approval at the Post-Award meeting. The MSR shall include, at a minimum:

(1) Data Trend Reports (see Section 5.7)

(2) Quality Assurance Plan/Oversight/Process Improvements activities/issues (see Section 5.10)

(3) Shipper Packets Reports

(4) Trouble Tickets Reports

(5) Training seat Management activities/issues (see Section 5.8); (6) Retention Reports (see Section 5.9)

(7) Recommendations (see section 5.21). The MSR shall be submitted for approval to the COR via email by the 5th of each Month.

(8) A summary to these activities in sections 5.3 and 5.4 i

(9) In-Training Pending Action Report as an attachment (see Section 5.6) (10). A summary of activites prescribed in section 5.8.4

5.3 The Contractor shall communicate with the Initial Active Duty Training (IADT) Manager, MEPS Guidance Counselor (GC) and ARNG-LNCO regarding Recruits issues to ensure Shipper Packets and Trouble Tickets are properly administrated. A summary to these activities shall be provided to the COR in the MSR.

5.4 The Contractor shall work with state/territory Recruiting and Retention Commanders (RRC), and the RSP Commanders and RSP Cadre located at each RSP location in an effort to create compliant Shipper Packets. The Government will provide contract information for all relevant Government personnel at the Post-Award Meeting. A summary to these activities shall be provided to the COR in the MSR.

5.5 The Contractor shall collect, upload, track, and analyze data and reports in Vulcan, to ensure the RSP Metrics are updated (see at a minimum, RSP Leaders Guide v7 and Vulcan User Guide Sections 4.1- 4.2.4, 5.1-5.3, 5.4.2- 5.4.5, and Section 6 and 10 in its entity). The Contractor shall use the DPRO Help Desk (see DPRO Quick Guide Section 4.1) and Vulcan Help Desk (see Vulcan User Guide Section 7) to address system errors/issues. The Contractor shall also provide any system recommendations for Vulcan or Retention Management Software (RMS) to the help desk after written approval via email from the COR. RMS Extension User Guide is provided at Attachment 7.

5.6 The Contractor shall use Army Training Requirements and Resources System (ATRRS) to monitor if a recruit in BCT/AIT is in an "In-Training Pending Action" (e.g. discharge, medical issues, or motivation issues). The Contractor shall email a State’s RRC and/or the RSP Commander for any recruit’s status change(s) and then update the recruit file in Vulcan.

Historically, access to ATRRS is limited to one Contractor employee. The Contractor shall provide an In-Training Pending Action Report as an attachment to the MSR.

5.7 The Contractor shall use RSP Metrics to draft the Data Trend Report in PowerPoint and Excel format. The Data Trend Report shall include at a minimum the following reports: (1) Shipper Quality Control-LNO Trouble Ticket Historic Quality Contract Rate; (2) IET Training Seat Management; (3) IET Success Rate; (4) RSP Negative End Strength (NES); (5) Solider Issue Resolutions; and (6) Summary/Analysis. The Data Trend Report will be provided to the COR as part of the MSR.

5.8 Training Seat Utilization Services: GENERAL: The Contractor provides immediate administrative support and analysis to determine and identify the necessary action required to assure training seat management (i.e. training availability slots are not wasted) of all Recruits/ Soldiers assigned to the RSP. Historically, Recruits have been able to adjust their actual ship date to BCT/AIT under special circumstances (approximately 3,500 a year). Successful utilization of Vulcan and the Recruit Quota System (REQUEST) has resulted in a cost savings to the Government and a reduction of Training Pipeline Losses. The services under this section have historically been provided by contract employees who provide reports, and recommendations to ensure the Government is managing available training seats effectively.

5.8.1 In the event a Recruit requests a new ship date and after Government personnel have provided counseling to the Recruit, the Contractor shall update Vulcan’s Ship Date Management tab (see Section 5.2.3 of the Vulcan Users Guide) with the Recruits approved/requested ship dates.

5.8.2 The Contractor shall monitor Vulcan for Ship Date Management requests. Upon receipt of a Ship Date Management request, the Contractor shall add the Recruit information to Ship Date Management Roster to include at a minimum: (1) Recruit’s name; (2) State; (3) Strength Maintenance Advisory Council (SMAC); (4) Original Ship Date; (5) MOS; (6) Status, and (7) comments. The Contractor shall email the Ship Date Management Roster to the COR and the Recruiting Operations Branch (ROB)-POC with the Date Range and Recommendation Report below.

5.8.3 The Contractor shall use REQUEST to locate all possible available ship dates according to the Recruit’s availability and Military Occupation Specialty (MOS). The Contractor shall correspond with the Recruit’s RSP Government personnel and the Recruit to figure out a possible date that would be favorable to both parties. The Contractor will then create and submit a Ship Recommendation Report, with at a minimum; date ranges, recommendation, and support summary of the recommended date and email it to the COR and ROB-POC with the Ship Date Management Roster.

5.8.4 After approval has been given by the COR and/or the ROB-POC, the Contractor shall reserve the approved new ship date for the recruit and update Vulcan accordingly. The Contractor will then email a copy of the reservation in REQUEST to the COR, ROB-POC, and the Recruit’s RSP State Personnel. The Contractor shall provide a summary to this task in the MSR.

5.9 Basic Training Site Support Services: The contractor shall provide contractor support at each of the basic training installations (FT Benning, GA, Ft Leonard Wood, MO, FT Jackson, SC & FT Sill, OK) to work directly with the ARNG-LNCO. The contract support will be responsible for providing immediate administrative support and quality assurance functions including, but not limited to, providing data pertinent to the shipping process in support of ARNG Soldiers attending Initial Active Duty Training (IADT). Communicate with state RSP contractors and RSP Cadre about administrative inconsistencies and or errors that require action for Soldiers to continue their training path.

5.10 RSP Retention Services:

The Contractor shall conduct statistical and trends analysis using DPRO and RMS to create and provide the National Retention Notes Report and State Retention Notes Report. A sample of the National and States’ Retention Notes Report is provided in attachment 3. Both Reports shall contain at a minimum the following sections: (1) reenlistment mission percentage performance; (2) losses by reason (Vulcan and DPRO) (3) attrition rates; (4) first term attrition; (5) 90-day retention alerts; (6) Flagged (suspension of favorable action); (7) retention eligible population; and (8) expired ETS (see Retention Leaders Guide, Attachment 6). The Retention Notes shall include an attached EXCEL document with a detailed breakdown for each section as demonstrated in attachment 3. The Contractor shall provide the National Retention Notes Report to the OR via email on Mondays by 4:00 PM EST, unless on a federal holiday (delivered the following day). The Contractor shall provide the State Retention Notes Reports as requested by the COR within 48 hours, historically 4-5 a week. In the event the Contractor has an issue with RMS, the Contractor shall submit a Help Desk Ticket’s using the “Contact Us” hyperlink.

5.10.1 The Contractor shall provide State specific retention data analysis and statistical data for the RSP Quick Facts Report (see Section 5.13 below).

5.11 The Contractor shall ensure the terms of their Quality Control Plan (QCP) are followed. The Contractor shall document any quality control plan activities (e.g. periodic site visits to inspect subordinates, any deficiencies, issues, and mitigations) and provide activities information to the COR in the MSR. The Contractor shall report any known important problems/issues immediately to the COR via email or phone.

5.12 The Contractor shall draft and maintain the “Month Disposition Report.” The Monthly Disposition Report is an Excel document using the data in Vulcan reports tab and a redacted copy has been provided in Attachment 4. The Monthly Disposition Report shall be provided to the COR as an attachment to the MSR.

5.13 The Contractor shall create and provide a state specific RSP Quick Facts Reports. A sample of a Quick Facts Report is provided in attachment 3. The Quick Facts Reports are requested by the Government and have historically been provided 4-5 times a week. The Quick Facts Report will be requested by the COR and shall be emailed within 24 hours.

5.14 The Contractor shall create and provide the National GC Shipper QC Report using data from Vulcan as demonstrated on the redacted copy of this report provided in attachment 5. The National GC Shipper QC Report shall be emailed to the COR by the 14th of each month.

5.15 The Contractor shall hold a “RSP Weekly Conference Call” each Monday at 1:00 PM EST, except federal holidays. Any RSP Weekly Conference Calls that occur on a federal holiday shall take place the following day. The RSP Weekly Conference Calls shall be done using a conference call service that includes access via a phone number, identification number, and PIN number. In preparation of the RSP Weekly Conference Call, the Contractor shall provide the Government a “RSP Weekly Conference Call Agenda” prior to the call at 10:00 AM EST. Format for the RSP Weekly Conference Call Agenda will be determined at the Post- Award Meeting.

5.16 The Contractor shall hold a RSP Quarterly SYNC Meetings (SYNC Meetings) between the Contractor and Government personnel. The meetings shall occur within the first two weeks of each quarter at Arlington Hall Station the Professional Education Center (PEC) in Little Rock, Arkansas or an Army Basic Combat or Advanced Individual Training location. Exact location will be provided by the COR 60 (sixty) days prior to the meeting. The Contractor shall provide an RSP Quarterly SYNC Meetings Agenda thirty (30) calendars days before the meeting in the format agreed to at the Post-Award Meeting. The Contractor shall ensure key personnel attend the meeting as designated by the COR/KO.

5.17 The Contractor shall draft and maintain an “RSP Contact Roster” in Excel. The RSP Contract Roster shall include both Contractor personnel and Government personnel with Excel tabs including at a minimum: (1) Contractor Key Personnel; (2) Contractor RSP State Specialist;(3) Recruiting and Retention Non-Commission Officer in Charge (NCOIC); (4) Recruiting and Retention Sergeant Major (RRSMG); (5) RRC; (6) Recruit Sustainment Commander (RSC); (7) IADT Managers; and (8) ARNG-LNOs. The information in each tab shall consist a minimum of: (1) Government location office phone number; (2) cell phone number (if any): (3) location fax number; (4) Government email address; and (5) location of personnel. The initial Roster shall be provided to the COR within thirty (30) days of award.

5.18 The Contractor shall be ready and able to handle recruit allocations for the duration of this contract. The ARNG currently is allotted 38,260 possible training seats with the forecasted estimated provided below.

Estimated Recruits Allocations

5.19 The Contractor shall provide the Government with requested reports. The reports are data driven reports generated from DPRO, Vulcan, REQUEST, GCR, RMS, and ATRRS. Historically, only five reports have been requested a month and have been provided to the COR via email within 4 hours.

5.20 The Contractor shall ensure all handling of medical records and information is in compliance with the Health Insurance Portability and Accountability Act (HIPPA) and Business Associate Agreement.

5.21 The Contractor may recommend improvements to the RSP, Retention Issues, and Training Seat Management Issues, to the COR, to ensure program efficiency and effectiveness as it relates to ARNG priorities. Such recommendation(s) will be described in the MSR and delivered to the COR via email.

5.22 Service Contract Reporting (SCR):

5.22.1 The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the National Guard Bureau via a secure data collection site.

The contractor shall completely fill in all required data fields using the following web address: http://sam.gov. Log in and select Entity Registrations and then select Service Contract Reporting.

The Contractor shall report the required information annually by October 31, for services performed under this contract during the preceding Government fiscal year (October 1-September 30).

The DoD Guidebook for…