CONTRACT NO:

Draft a/o 17 Aug 26

PERFORMANCE WORK STATEMENT

FOR

AIR TERMINAL AND GROUND HANDLING SERVICES

FOR THE

AIR MOBILITY COMMAND

AT

SEATTLE–TACOMA INTERNATIONAL AIRPORT (SEA-TAC), WASHINGTON

1. DESCRIPTION OF SERVICES: The contractor shall provide Air Mobility Command (AMC) Gateway Passenger Services in support of the Defense Transportation System (DTS) and INDOPACOM, at Seattle–Tacoma International Airport (SEA-TAC), Washington. The contractor shall facilitate on-time aircraft departures and maintain the capability to provide sustained Gateway Passenger services for one outbound/originating mission a day, seven days a week, 365 days a year with the reciprocating inbound/terminating missions, and workload associated with any mission delays/aborts, which may create situations where there are two outbound/originating and/or two inbound/terminating missions in a given day. These services are considered to be operationally critical support as defined in DFARS 252.204-7012.

1.1. Air Terminal Operations Center (ATOC): The contractor shall provide a control function that manages all information and resources required to receive, document, plan, and move passengers and cargo, facilitate on-time mission departures and ensure maximum aircraft utilization. The contractor shall:

1.1.1. Gather, process, and disseminate information in accordance with (IAW):

- Air Force Instruction (DAFI) 24-605, V2, Chapter 4 Section 4A;

- Headquarters (HQ) AMC/A4T policy, messages, memorandums, instructions, and directives;

- Global Air Transportation Execution System (GATES);

- Global Decision Support Systems (GDSS) or Single Mobility System (SMS)

1.1.1.1. Provide detailed information to the 618 Air Operations Center (AOC) and the Contracting Officer Representative (COR) concerning an actual delay or abort. Communicate with both 618 AOC and APCC when a delayed mission conflicts with AMC check-in counter reservations.

1.1.1.2. Immediately advise the COR of any unusual event, incident, or emergency involving a mission arrival/departure.

1.1.2. Establish Sequence of Events Checklists to track performance requirements within established mission ground times, facilitating on-time departures.

1.1.3. Update and provide daily, a 30 calendar day flight schedule, depicting flights using Zulu Time (include a Zulu Time to Local (L) Time conversion legend), beginning with the current day and forecasting the next 30 calendar days, to agencies/persons designated by the COR.

1.1.3.1. Publish and distribute the initial daily mission schedule no later than (NLT) 0800L, provide updates to include but not limited to mission add-ons, rescheduled missions, cancellations, delays, which shall be clearly depicted using a font/highlight color scheme/legend.

1.1.3.2. Ensure the daily mission schedule includes at a minimum, the following information: calendar date and day of the week, separates departure and arrivals missions, type aircraft, mission number, scheduled departure/arrival time, and downline stations or stations prior to arrival.

1.2. Passenger and Baggage Services: The contractor shall provide a complete range of passenger and baggage services IAW:

- DAFI 24-605, V2, Chapter 2, Section 2A;

- DODI 4515.13, Sections 3, 4, 10, and 12;

- DTR 4500.9-R, Part I, Chapters 101, 102 and 103;

- DTR 4500.9-R, Part III, Chapter 303, Appendix V, paragraph J;

- Electronic Foreign Clearance Guide;

- Joint Federal Travel Regulation (JFTR);

- USPACOMINST 0201.2;

- HQ AMC/A4T policy, messages, memorandums, instructions, and directives;

- GATES

The contractor shall:

1.2.1. Place special meal order(s) with the International Airlift Contractor (IAC) upon the request of space-required passengers. Special meal orders shall be forwarded to the IAC not later than 48 hours prior to scheduled aircraft departure.

1.2.1.1. Provide the COR a courtesy copy of special meal orders forwarded to the IAC prior to opening the flight for passenger processing and provide a list of special meal orders received during the passenger check-in process within 24 hours of aircraft departure.

1.2.2. Provide a supervisor to monitor/direct all check-in processes.

1.2.2.1. Ensure an agent is available in front of the passenger processing counters during all flight processing, to validate travel documents, provide baggage identification tags, resolve passenger problems, offer assistance, and expedite passenger processing.

1.2.2.2. Direct passengers needing to print travel documents to the wireless enabled printer near the passenger processing counters.

1.2.3. Provide a flight controller available to accomplish a continuous passenger count during all flight processing.

1.2.4. Assign passenger seat selection from GATES, and/or an aircraft seat chart based on passenger’s seating desire and aircraft seating availability.

1.2.4.1. Designate seating areas for pre-booked families before the flight is opened to ensure families sit together and block out adjacent seats for flights where it is expected that families will be traveling in space available status.

1.2.4.2. Pre-assign seats for all Distinguished Visitors (DVs).

1.2.5. Establish express processing procedures and designated express check-in positions for DVs, families, passengers traveling with pets, and special category passengers.

1.2.5.1. Accompany/escort arriving unaccompanied minor(s) from the aircraft through immigrations and customs until custody of the minor is turned over to a parent or guardian. In the event a parent or guardian is not present upon arrival, make appropriate efforts to contact them using the information provided and coordinate to have them retain custody. Refer unaccompanied minors who cannot be united with a parent or guardian to the COR.

1.2.5.2. Retain custody of any minor(s) returning to SEA-TAC due to a mission abort until the mission departs. In the event the mission is delayed overnight, contact the parent or guardian to coordinate returning the minor to their custody.

1.2.6. Determine passenger/pet travel eligibility, and, prior to denying any travel, the Station Manager or Alternate Station Manager shall ascertain whether or not discrepancies can be resolved. Discrepancies may include but are not limited to, ineligible in-cabin pet containers, issues with ID cards and /or passports, etc.

1.2.6.1. Assist passengers in obtaining all documentation, immunization and border clearance requirements, or other necessary information pertaining to pet shipment. Provide points of contact and phone numbers of local kennels/veterinarians.

1.2.7. Establish pet processing procedures to ensure owners are notified when their pets are safely on board. Make an announcement in the gate area if passengers are waiting to board. Notify the Senior Flight Attendant if passengers have already boarded.

1.2.8. Annotate passenger travel documents with actual/interrogated body and actual baggage weights, passenger manifest line number, pieces of checked baggage, seat assignment, time of check-in, Unit Line Numbers (ULN), final destinations, passport number, and passenger processing agent initials.

1.2.9. Inform passengers of pertinent flight and facility information. At a minimum this includes hand-carried items limitations, boarding time, boarding gate, en-route stops, meal service, and arrival time.

1.2.9.1. Ensure passengers are informed, either visually or verbally, of TSA prohibitions (explosives, flammables, toxins, gases, pressurized containers, batteries, knives or sharp objects, radioactive materials, magnetized materials, infections substances) in checked/carried-on baggage.

1.2.10. Distribute final manifests and associated documents to the Senior Flight Attendant.

1.2.11. Update AMC customers/passengers to ensure they are kept informed during delayed mission arrivals/departures.

1.2.11.1. Distribute contractor provided delayed flight information letters to passengers.

1.2.11.1.1. Create delayed flight information letters using a template provided by the COR.

1.2.11.2. Distribute hotel and meal vouchers provided by the AMC Airlift Carrier Ground Representative or Government to passengers. Annotate the manifest indicating where each passenger has been billeted and provide a completed copy to the COR.

1.2.12. Ensure passengers are kept informed using the SEA-TAC Airport public address system and available visual display systems as well as flight information recordings.

1.2.12.1. Prepare and utilize AMC announcements that comply with the guidance outlined in DAFI 24-605, V2, Chapter 2, Section 2A, paragraphs 2.4.1.1 and 2.60. Informational announcements shall include, but are not limited to, situational updates in gate arrival and departure areas, reminders in customs arrival areas (e.g., pick-up of oversized baggage), and other applicable information.

1.2.12.2. Advertise flight information throughout the airport on the airport monitors/flight information display system.

1.2.12.2.1 Utilize the GATES notification system to ensure all passengers receive pertinent flight change information.

1.2.12.3. Create flight information recordings and ensure the information is kept current.

1.2.13. Provide one-on-one assistance on and off the aircraft, within the US customs arrival area/baggage areas, and throughout the airport complex to unique category passengers, passengers with physical limitations, and unaccompanied minors.

1.2.13.1. Escort passengers transported on aircraft mobile jetways to/from aircraft parked at remote aircraft parking spots.

1.2.13.2. Upon request, document and provide onload/offload aircraft aisle chair service.

1.2.13.2.1. Upon request, provide wheelchair service within the airport complex.

1.2.13.3. Pre-board car seats to assist families with small children.

1.2.14. Brief COR on passenger loads, actual weights (passenger and baggage), and special requirements, not later than (NLT) one hour prior to scheduled departure.

1.2.15. Perform a physical walk through of all departure baggage holding areas and baggage carousels that support AMC within 15 minutes of last passenger check-in to ensure no baggage/passenger belongings are left behind.

1.2.16. Identify passengers who have oversized hand-carried items that must be gate-checked.

1.2.16.1. Place personal identification and baggage destination tags on all gate-checked items.

1.2.16.2. Verify with the AMC Airlift Carrier Ground Representative that gate-checked items to include pets were loaded on the aircraft.

1.2.17. Perform a physical check of the departure gate and jet-way prior to pre-departure preparations and the closing of the aircraft cabin door(s) to verify no items were left behind.

1.2.18. Complete a walk-through of the aircraft after all passengers have deplaned. Any items/articles found aboard shall be delivered to the lost and found baggage representative.

1.2.19. Perform a physical walk through of all customs baggage holding areas, baggage carousels, and oversized baggage areas that support AMC after the last passenger has departed to check for any remaining/unattended AMC baggage.

1.2.19.1. Baggage Carousel Management - The contractor shall proactively monitor all arrival baggage carousels and assist in preventing jams or overflow by identifying and removing excess baggage as needed.

1.2.20. Ensure AMC Form 76 (AMC-GRAM) is kept current and updated within 24 hours of significant changes.

1.2.21. Advertise the Interactive Customer Evaluation (ICE) program and distribute ICE cards provided by the

COR.

1.3. Cargo Services. The contractor shall control, safely process and manifest Mission Capability (MICAP) cargo and Military Working Dogs (MWD) cargo shipments.

The contractor shall:

1.3.1. Determine the MICAP is within the permissible size and weight limitations IAW DAFI 24-605, V2, Chapter 3, Section 3E, paragraphs 3.35.5. and 3.35.6., ensure MICAP is not hazardous, and receipt for MICAP (sign and keep a copy of the truck manifest).

1.3.1.1. Prepare a MICAP GATES manifest.

1.3.1.2. Hand-carry small MICAP items to the aircraft and turn them over to the senior flight attendant. Larger items shall be turned over to aircraft ground handlers.

1.3.1.3. Notify the Airlift COR and Senior Flight Attendant of all MICAP shipments.

1.3.2. Determine the movement of MWD has been properly coordinated IAW DAFI 24-605, V2, Chapter 4, Section 4A, paragraphs 4.6.6. through 4.6.6.2.7.

1.3.2.1. Even if proper coordination has not been accomplished, process the MWD if pet space is available in the aircraft belly/cargo hold area, the MWD Handler has all required valid shipping documentation, and movement will not displace pets.

1.3.2.1.1. Notify the AOC when prior coordination has not been accomplished and a MWD will move or be denied movement on a mission.

1.3.2.2. Prepare a GATES cargo air manifest.

1.3.2.3. Notify the MWD Handler when the MWD is safely on board.

1.3.2.4. Notify the Airlift COR and Senior Flight Attendant of all MWD shipments.

1.4. Reports, Records, and Electronic Data Interchange: The contractor shall:

1.4.1. Prepare and submit the following reports within the time frames stated below or IAW the specified publication. A copy of all reports shall be provided to the COR.

1.4.1.1. *Monthly Station Traffic Handling Report: HQ AMC-A4T(M) WRS (AMC Form 82); prepared monthly as of 2400Z on the last day of the month, provide a copy to the COR within 48 hours of completion and entered into Workload Reporting System (WRS) by the 20th day of the month IAW DAFI 24-605, V2, Chapter 4, Section 4B, paragraphs 4.36. through 4.36.2.

1.4.1.2. Mishandled Baggage Summary, AMC Form 134a IAW DAFI 24-605, V2, Chapter 2, Section 2A, paragraphs 2.119. through 2.119.2.7.

1.4.1.3. Document Mission Arrival/Departure Information monthly using the COR provided spreadsheet, and forward to the COR by the 5th working day of the following month.

1.4.2. The contractor shall create, maintain, and dispose of Government-Required Records IAW DAFI 24-605, V2, Chapter 4, Section 4B, GATES, and AMC/A4T policy messages, memorandums, instructions, and directives. The contractor shall provide the original record or a reproducible copy of any such record within two working days of receipt of the request. The contractor shall:

1.4.2.1. Create a Consolidated Flight Package (CFP) (hard copy or digital) containing all applicable documentation for each mission. Data Records collect all mission documentation from work centers, perform a quality check, and consolidate all documents for a single mission into one folder.

1.4.3. Perform post flight procedures within 24 hours of mission departure.

1.4.3.1. Complete and file all flight transactions and related documentation within 48 hours of mission departure.

1.4.3.2. Research disputed billing requests and forward one copy of the movement documents to the requester within 48 hours of receipt of the request.

1.4.3.3. Research documentation retained by the contractor and prepare reports (i.e., special account handling, duplicate bookings, passenger movement statistics, etc.) within 48 hours of request. Maintain a copy of all research requests for a period of 90 calendar days.

1.4.3.4. Obtain passenger manifests within six hours from GATES or previous station when a mission arrives with no passenger manifest on-board.

1.4.4. Audit and correct all errors and discrepancies within 24 hours of discovery or notification.

1.5. Funds Handling. The contractor shall provide funds handling services IAW DAFI 24-605, 2, Chapter 2, Section 2A, except paragraphs 2.96. through 2.98.5., 2.100., 2.102., 2.103., 2.104.2., 2.104.7., 2.104.7.4., and HQ AMC/A4T policy messages, memorandums, instructions, and directives. The contractor shall:

1.5.1. Develop processes for helping passengers without a Credit Card complete a DD Form 139, Pay Adjustment Authorization, and accepting the DD Form 139 as a form of payment.

1.5.2. Develop processes for accepting credit card payments and providing refunds.

1.5.2.1. Secure all credit card machines to prevent unauthorized use and/or loss.

1.5.3. Deposit all collected funds IAW DAFI 24-605, V2, Chapter 2, Section 2A, paragraph 2.99.

1.5.3.1. Complete the financial Back-Up Package IAW the AMC Passenger Terminal Funds Custodian Training Guide, 31 July 2019, the following business day after the OTCnet deposit ticket and MD-479, CIR Reconciliation Summary – Daily Voucher Summary” or “MD-493, CIR Reconciliation Summary – Daily Voucher Summary including voucher #, is received, and email to: dfas.limestone-me.jam.mbx.twcf-amc@mail.mil or fax to: 317-275- 0268. Guidance is provided at:

https://eim2.amc.af.mil/org/a4/A4T/A4TP/SitePages/Funds%20Custodian%20Page.aspx

1.5.4. Funds Audit. Develop and implement internal audit procedures.

1.5.4.1. Audit all funds and supporting documentation prior to flight departure.

1.5.4.2. Account for TWCF Port Collections Cover Sheets, DD Forms 1131, OTCnet deposit ticket, and applicable documentation using a contractor developed control log.

1.6. Communications Management and Information Systems. The contractor shall interface with the Government communications representative(s) as required to manage the Gateway computer systems and ensure continued functionality.

1.6.1. GATES Work Area Security Officer (WASO), IAW GATES Manual. The contractor shall:

1.6.1.1. Provide a letter with the name of the GATES WASO and alternate(s) to the Contracting Officer (CO) and COR 15 calendar days before the start of the contract. Submit an updated appointment letter as required.

1.6.1.2. Request assistance from 62 APS/TROXRC for software and hardware related problems. Notify the COR of software and hardware related problems within 48 hours of the request for assistance. Ensure GATES trouble tickets are submitted to GATES Helpdesk as required and ensure unresolved problems are identified and tracked until resolution is provided.

1.6.1.3. Establish manual-processing procedures and provide uninterrupted service to the customer when GATES functionality is lost IAW DAFI 24-605, V2, Chapter 4, Section 4B, paragraph 4.34.

1.6.1.3.1. Notify COR when a loss of GATES functionality occurs and cannot be restored within 30 minutes.

1.6.1.3.2. Conduct a test of manual processing procedures at least once a quarter, document results, and provide COR a copy. Test a different manual process each quarter.

1.6.1.3.2.1. Update GATES in conjunction with manual processing and complete GATES updates prior to mission departure.

1.7. Custodial Services. The contractor shall ensure all offices/spaces/ticket counters, office furniture, and equipment is clean.

1.8. Deliverable Schedule. All deliverables shall be submitted directly to the COR electronically in Microsoft Office (e.g., Word, Excel, Power Point, Project). Deliverables shall be identified by contract number/task order number, PWS task/subtask number, and deliverable title. All deliverables must meet professional standards and comply with the requirements set forth in this PWS.

PWS Para Deliverable Title Initial Delivery Due Date

Government Review Timeframe

Final Delivery Due Date

1.4.1.1. Monthly Station

Traffic Handling Report

Within 48 Hours of completion; Entered in Workload Reporting System

Ongoing, Monthly Review

No later than the 5th working (business) day of the following month, if operating 24/7/365 no later

(WRS) by the 20th Day of the Month.

than 5th calendar day

1.4.1.2. Mishandled

Baggage Summary

Daily within 24 hours

Ongoing until incident resolved

Ongoing until incident resolved

1.4.1.3. Monthly Mission

Arrival/Departure Information

5th Day of the following month

Ongoing, Monthly Review

Ongoing, Monthly Review

4.4. Cybersecurity

Incident Reporting

As soon as practical but no later than 72 hours after discovering a reportable cyber-incident; Follow-on cyber-incident report within 5 days of becoming aware of a reportable cyber-incident

Ongoing until cyber-incident is resolved.

Follow-on cyber-incident report, if necessary, within 5 calendar days of becoming aware of a reportable cyber-incident

2. SERVICE DELIVERY SUMMARY. The Service Delivery Summary (SDS) represents the most important contract objectives; and includes safety and security requirements, which are interwoven critical aspects of these objectives. The contractor is fully expected to comply with all Performance Work Statement (PWS) requirements;

however, the Government’s assessment of contractor performance will focus mainly on these objectives.

2.1. A critical nonconformance cannot be corrected 1) without negative mission impact; and/or 2) adversely affects another Government agency’s ability to accomplish their mission; and/or 3) adversely affects the safety/security of personnel or resources.

2.2. A minor nonconformance is unlikely to materially reduce the usability of the services for their intended purpose and cannot be corrected.

Performance Objective PWS Paragraph/Reference

Performance Threshold

1. No mission delays caused by the contractor. 1.1. No critical nonconformance (a delay which exceeds 60 minutes) and no more than one delayed mission caused by the contractor each month.

2. Manage information and terminal resources required to receive, document, plan, and move passengers and cargo, facilitate on-time mission departures and ensure maximum aircraft utilization.

1.1. through 1.1.3.1. No critical nonconformance and less than four other minor nonconformances noted each month.

3. Provide a complete range of passenger processing and baggage services.

1.2. through 1.2.21. No critical nonconformance and less than five other minor nonconformances noted each month.

4. Manage accurate and auditable reports, records, and electronic data exchange.

1.4. through 1.4.4. No critical nonconformance and less than four minor nonconformances noted each month.

5. Provide Funds Handling. 1.5. through 1.5.4.2. No instances of improper funds handling each month.

6. Perform services during specified hours. 4.2. and 4.2.1.1. No critical nonconformance and less than two minor nonconformances noted each month.

7. Cyber Security 4.4. No more than one late cyber incident report or unreported cyber incident in a 12-month period.

3. GOVERNMENT-FURNISHED MATERIALS, EQUIPMENT, SERVICES AND TRAINING.

3.1. Government-Furnished Materials: Government-Furnished Materials (GFM), Appendix C-1, will be provided to the contractor for the duration of the performance period of this contract. The contractor shall sign a receipt for all materials provided by the Government. At the conclusion of the contract, the contractor shall return all residual inventories to the Government.

3.2. Government-Furnished Equipment: Government-Furnished Equipment (GFE), Appendix C-2, will be provided to the contractor for the duration of the performance period of this contract. The contractor and COR shall jointly inventory GFE not later than five calendar days prior to the start of the contract; and annually thereafter not later than 10 calendar days before completion of the contract period, including any option periods. The contractor and the COR shall jointly determine the working order and condition of all equipment and document their findings on the inventory. The CO shall be notified in writing when equipment is missing or not in working order. The contractor shall sign a receipt for all equipment provided by the Government. Any disagreement between the contractor and the COR concerning the working order and condition of equipment shall be elevated to the CO.

3.2.1. The contractor shall submit written (email or memorandum) requests for additional or replacement GFE to the COR. Such requests shall specify the reason for the replacement request. The contractor shall turn in GFE approved for replacement or repair.

3.3. Government Provided Service. The following Government-Furnished Services will be provided to the contractor for the duration of this contract.

3.3.1. FedEx shipment of mishandled baggage and funds documents.

3.3.2. Military Local Area Network.

3.3.3. Defense Switch Network (DSN telephone line) to be used for official use only.

3.3.4. Mobile Hotspot Router and Virtual Private Network (VPN) to be used with Government Furnished Equipment during AFNET Network Outages or when check-in counters with installed AFNET LAN drop are unavailable.

3.4. Government Provided Training. Government personnel will provide initial AMC Gateway Passenger Services familiarization training at SEA-TAC to contractor personnel for the first 14 calendar days of the contract performance period. During this period, the contractor is fully responsible for providing adequate personnel, supervision, and any items and services necessary to perform AMC Gateway Passenger Services as defined in this

PWS.

3.4.1. A weekly meeting shall be conducted to review training progress. Training may be terminated in less than 14 calendar days if agreed to by the contractor and Government.

4. GENERAL INFORMATION: The contractor shall provide all technical support, personnel, supervision, equipment, tools, materials, facilities, and other items and services, (except as specified within the contract as Government-Furnished Materials, Equipment, Services, and Training), as required, to perform AMC Gateway Passenger Services as defined in this PWS in support of the DTS.

4.1. Contractor Personnel. The contractor shall provide a Station Manager and Alternate Station Manager(s) who shall be responsible for the performance of the work. The name of these persons shall be designated in writing to the CO 30 calendar days prior to the start of the contract.

4.1.1. The Station Manager/Alternate Station Manager(s) shall have full authority to act for the contractor on all matters relating to the daily operation of this contract.

4.1.2. The Station Manager/Alternate Station Manager(s) shall be located on site to oversee all contracted operations and shall read, write, speak, and understand English in order to use technical manuals/references and effectively communicate.

4.1.3. The contractor shall ensure managers and supervisors are qualified for their positions; and, able to read, write, speak, and understand English in order to use technical manuals/references and communicate effectively. The contractor shall notify the CO and COR of the departure of any manager or supervisor and identify their substitution or replacement within seven working days.

4.1.4. The contractor shall ensure contractor personnel maintain qualifications to fulfill the requirements of the PWS for the duration of the contract.

4.1.4.1. Agents shall read, write, speak, and understand English to effectively communicate with customers.

4.1.5. The contractor shall provide the CO, PM, COR, and Trusted Agent (TA) with an initial list (excel spreadsheet), approved in writing/e-signature by the Station Manager, of contractor personnel not later than the contract performance start date and provide an updated list within 24 hours of the employment and/or termination of contractor personnel. This list shall include, at a minimum, the following information:

- Name, (last, first, middle initial)

- Station Manager/Alternate Station Manager

- Primary position title (Manager’s cross utilization position)

- On-site employment date and termination date

- Level of investigation and completion/approval date

- Airport badge number

- Training date, expiration date, and required refresher training date

4.1.6. The contractor shall meet with the CO, COR, and other Government personnel as required by the CO.

4.1.7. All contractor personnel shall wear uniforms that present a neat professional appearance.

4.1.7.1. All contractor personnel shall wear a nametag, which is approximately 3” x 1” with AMC logo colors. The nametags of the Station Manager and Alternate Station Manager(s) shall identify their position.

4.1.7.2. All contractor personnel shall wear light blue shirts, dark blue slacks/skirts, ties/neckwear and black shoes.

Outerwear such as jackets and sweaters shall complement their uniform appearance.

4.1.8. The contractor shall comply with airport rules and regulations as described in the SEA-TAC INTERNATIONAL AIRPORT SCHEDULE OF RULES AND REGULATIONS which includes each SEA-badged employee to complete the following six trainings annually via the SEA Airport Employee Online Training Portal (sea.iet-ls.com): Active Shooter Civilian Response Training, Airport Mass Evacuation Plan, Mass Evacuation Kit Training, Stair Chair Emergency Evacuation, Trauma Kit Training, and Airport Emergency Plan.

4.2. Hours of Operation. The contractor shall perform the services required under this contract during the following hours: ATOC function, staffed and operational 0700-1600 Monday through Sunday and during scheduled aircraft operations; Military Assistance Office, staffed and operational 0700-1600 Monday through Sunday and on the day prior to scheduled mission departures from 0700 until the Military Assistance Counters are staffed; Military Assistance Counter staffed and operational at least eight hours prior to scheduled mission departure for B747/B777 international flights, six hours prior to scheduled mission departure for international flights, and at least four hours prior to scheduled mission departure for domestic flights, and remain open to meet mission delay processes;

Passenger Check-In Counters, staffed and operational at least eight hours prior to scheduled mission departure for B747/B777 international flights, six hours prior to scheduled mission departure for international flights, and at least four hours prior to scheduled mission departure for domestic flights, and remain open to meet mission delay processes; Departure Gate, staffed and operational (at least 90 minutes prior to aircraft departure) to meet mission departure requirements and mission delay processes, (retain sufficient personnel on duty for a minimum of one hour after mission departure to provide services in the event of a mission abort); Arrival Gate, staffed and operational to meet mission arrivals; Data Records and Reports staffed and operational, 0700-1600 Monday through Friday; and Baggage Services, staffed and operational, 0700-1600 Monday through Sunday, and one hour after all arriving passengers have departed the baggage claim area.

4.2.1. The contractor shall provide the CO, COR, and AOC with the means and information needed to contact the Station Manager, Alternate Station Manager, or appointed stand-by personnel around the clock. The contractor shall respond to the work site within sufficient time of notification by the Government to provide AMC Gateway Passenger Services to unscheduled arriving mission; and, immediately notify the stand-by COR of this event.

4.2.1.1. The contractor may provide stand-by personnel when coordination with the AOC and COR indicates performance of service is not required during U.S. Federal holidays.

4.2.2. Services are considered essential contractor services which support mission essential functions as defined in

DFARS 252.237.7023.

4.2.3. Force Augmentation. AMC reserves the right to insert personnel to augment contractor operations. The senior AMC Force Augmentation representative, in coordination with the Station Manager or Alternate Station Manager, has overall management responsibility for prioritizing workload and resources. The contractor shall cooperate with augmentees and render any assistance necessary (as directed by the CO) to ensure there is no degradation of services, to include but not limited to the use of Government-Furnished Materials, Government- Furnished Equipment, and Government-Furnished Facilities.

4.3. Security (Industrial, Personnel, Physical, Information, and Antiterrorism/Force Protection). The contractor shall comply with the applicable Department of Defense (DOD), USAF, AMC, and SEA-TAC policy messages, memorandums, instructions, and directives, regarding Operational, Physical, and Communications Security as well as the Security Escort and Anti-terrorism/Force Protection Programs.

4.3.1. General Security Information: The majority of daily work associated with this PWS is at the unclassified level. Access to classified information is NOT authorized on this contract.

4.3.2. Citizenship and Clearance Requirements: All personnel that will have Information Technology (IT)/Automated Data Processing (ADP) privileged access (i.e. Privileged Users) to US Information Systems (IS) and/or classified information, classified systems, or classified areas, shall be US citizens. Foreign Nationals or Local Nationals employed by the DoW are not authorized to have privileged access to US Information Systems.

Non-US citizens are not eligible for Common Access Cards (CACs) unless they meet the parameters stated in Department of Defense Manual (DoDM) 1000.13, Volume 1.

4.3.3. Information Systems (IS) Roles/Categories and Associated Suitability Requirements (Federal Investigative Standards): Contractor personnel with IA administrative privileges and/or who will monitor DoW IT systems or software as designated by DoD Instruction 8500.01 and DoD Manual 5200.02 may be rated at the various levels listed below. The IS roles/categories and the number of personnel assigned to each role is approved by the COR or the CO before the start of the contract. The contractor shall comply with the appropriate provisions of applicable security regulations while assigned to the contract order for DoW and USTRANSCOM. The following guidance will be followed when determining background investigation levels for this contract depending on requirements:

IS Role/Category Classified Access Required Investigation General User (Non-Privileged Access) (IT/ADP-III, Non-Sensitive)

NO Tier 1 (T1)

Privileged User (e.g. System Administrator) (IT/ADP-I, Critical Sensitive)

NO Tier 5 (T5)

NOTE: USTRANSCOM Joint Security Office (TCCS-S) will initiate/administer Tier 1 investigations to determine CAC eligibility only, classified access will not be granted based on the Tier 1 investigation. Tier 5 investigations are the responsibility of the contractor. It is incumbent upon the contractor to have the appropriate investigation completed upon the start of the contract.

4.3.4. Common Access Card (CAC) Issuance Procedures:

a. Facility Security Officer (FSO) will verify, via the DoW personnel security system of record, contractors on the contract have the required background investigation to obtain a CAC and provide those names to the CO/COR. Contractors that require a Tier 5 investigation is the responsibility of the contractor. Contractors that only require a Tier 1 as determined by the FSO will submit to the TCCS-S Personnel Security Program Manager (through the CO or COR) an OF Form 306 (Declaration for Federal Employment) and a MP ICAM Form 1 with Section 1 completed. TCCS-S will initiate the SF-85 (questionnaire for Non-Sensitive Positions) via the National Background Investigation Services (NBIS) for completion and submission to DCSA, for Tier 1 investigations only.

b. At the same time, the contractor company will coordinate and obtain electronic fingerprinting for their employee. The third-party company will “electronically” capture the applicant’s fingerprints, using the USTRANSCOM (Submitting Office [SON], Security Office [SOI], and Agency Location Code [ALC]). Hardcopy fingerprint cards are NOT acceptable. These steps shall be completed before the COR/Mission Partner Affiliation Sponsor (MPAS) accesses the Mission Partner Identity, Credential, and Access Management (MP ICAM) system to create a CAC application.

c. Basic US Citizen Contractor CAC Requirements;

1. Requires access on a continual basis of 6 months or more.

2. Contractor personnel require access to a DoW facility or networks, either on-site or from a remote location.

3. Users need access to systems for platforms that require CAC login or user authentication.

d. Basic Non-US Citizen Contractor CAC Requirements:

1. Meet (as direct/indirect DoW hire personnel), as identified in the DoDM 1000.13, Volume 1, the investigative requirements for DoW employment as recognized through international agreements pursuant to DoDI 1400.25, Civilian Personnel Management, Volume 1231. In addition to these investigative requirements, a fingerprint check against the FBI criminal history database, an FBI investigations files (name check search), and a name check against the Terrorist Screening Database shall be required prior to CAC issuance IAW Office of Personnel Management Memorandum, “Final Credentialing Standards for Issuing Personal Identity Verification Cards under HSPD-12”, July 31, 2008.

2. Possess (as foreign military, employee, or contract support personnel), a visit status and security assurance that has been confirmed, documented, and processed IAW international agreements pursuant to DoDI 1400.25, Civilian Personnel Management.

e. CAC Applications:

1. The CAC applications (MP ICAM Form 1 with Section 1 completed) must have an adjudication Tier 1 or Tier 5 background investigation posted in the DoW personnel security system of record, or

2. An interim CAC may be approved when the contractor employee has a favorable fingerprint, name, and criminal records check completed and has either a Tier 1 or Tier 5 background check “open” with DCSA.

3. The MP ICAM MPAS will not approve the CAC applications in MP ICAM until that MPAS has verified, with a member of USTRANSCOM TCCS-S, one of the above requirements.

f. Upon completion of this contract or upon termination of personnel, all contractor personnel who possess CAC cards shall return these cards to the COR.

4.3.5. Visits by Contractors to USTRANSCOM and/or Government Building: Any visit(s) by contractor personnel assigned to this contract will submit the name(s), social security number(s), date of visit, and POC coordinating visit to the COR. COR will (1) work with TCCS-S Joint Security Desk on obtaining escort badges upon check-in and (2) conduct escort duties during contractor visit.

4.3.6. Security and Emergency Operations Training: USTRANSCOM Contractor personnel shall attend/complete the following training as prescribed by DoW, USTRANSCOM and Air Force Instructions: Workplace Violence, Annual Security Awareness, Operations Security (OPSEC), DoW Antiterrorism Level I, Active Shooter/Attacker, Emergency Operations, Combating Trafficking in Person (CTIP), Controlled Unclassified Information (CUI), and any Security Stand-down Day Training scheduled by the Commander, USTRANSCOM. Contractor personnel assigned elsewhere shall attend security training established by their respective Government security offices and/or installations. CUI training can be accessed by https://www.cdse.edu/Training/eLearning/IF141/.

4.3.7. Derogatory Information: Any member of the contracted company team (Program Manager, FSO, or other supervisory staff) aware of pending human resource activity of consequence (to include termination or suspension), behaviors or patterns of concern, or misconduct, to include reporting requirements in accordance with Security Executive Agent Directive (SEAD) 3 (for contractors with classified security eligibility), for any contractors supporting this contract during the established period of performance, will immediately contact the USTRANSCOM Joint Security Office (TCCS-S) Attn: Industrial Security Program Manager. If the Government notifies the contractor that the employment of the continued employment of any contractor personnel is prejudicial to the interests or endangers the security of the United States of America and/or USTRANSCOM personnel, information, or assets, that employee shall be removed and barred from the worksite. This includes security deviations/incidents and credible derogatory information on contractor personnel as noted in the DoW personnel security system of record. Personnel who have incident reports posted in the DoW personnel security system of record will be denied the ability to support the contract until the issues have been resolved and the incident has been removed in the DoW personnel security system of record. The contractor shall make any changes necessary in the appointment(s), at no additional cost to the Government. If any incident involves or may involve the mishandling of classified information or a potential Negligent Discharge of Classified Information, the USTRANSCOM Joint Security Office Attn: Industrial Security Program Manager, will be notified within 24 hours during the normal work week and within 72 hours if the incident occurs over the weekend.

4.3.8. Handling and Protection of Non-Public Information. In performance of this contract, the contractor may have access to DOD Transactional Information (DTI), which for the purposes of this section shall mean any information developed or received in the course of planning, ordering, shipping, tracking, and invoicing in support of the requirements of this contract. To adequately protect this DTI, contractor information systems (IS) involved in the performance of this contract shall comply with the security requirements in the current version of the National Institute of Standards and Technology (NIST) Special Publication (SP) 800-171, “Protecting Controlled Unclassified Information (CUI) in Nonfederal Information Systems and Organizations. Compliance with NIST SP 800-171 measures is required at the prime contractor level and applies to subcontractors and other entities that the prime contractor engages with in order to meet the requirements of this contract.

4.3.8.1. Additionally, the contractor agrees to use such information only for the purposes of fulfilling the contracted requirements and to protect such information from unauthorized release or disclosure. Protection of the DTI does not abrogate any responsibilities of the contractor to comply with or implement additional cyber security requirements as part of generally accepted system security principles or as required by other categories of information that may be co-resident with the DTI on the contractor’s IS.

4.3.9. The contractor shall not divulge any financial, planning, programming, or budgeting information without the express consent of the Government as outlined in Operational Security (OPSEC) and Information Security regulations.

https://www.cdse.edu/Training/eLearning/IF141/

4.3.10. The contractor shall ensure that personnel have the appropriate passes, badges, and identification to accomplish all services as specified in the PWS, to include but not limited to security badges/flight-line access badges.

4.3.11. Contractor personnel shall protect their CAC login Personal Identification Number (PIN); and not share either their PIN or access to their GATES account.

4.3.12. Antiterrorism/Force Protection: Contractor employees will comply with antiterrorism Force Protection conditions (FPCONs) at the location they are performing work, whether it is CONUS or OCONUS.

4.3.12.1. The contractor shall participate in Random Antiterrorism Measure (RAM) activities to the best of their ability. The contractor shall not add additional staff to perform RAMs. The PWS airlift mission performance requirements take precedence over RAM activities. In no case, shall contractor participation in RAMs result in contractor personnel performing security guard functions.

4.3.13. USTRANSCOM Joint Security Office (Industrial Security) POCs:

USTRANSCOM

Attn: TCCS-S (Industrial Security Program Manager) 508 Scott Drive Scott AFB, IL 62225 Commercial: 618-817-4078

4.3.14. USTRANSCOM TCCS-S Tracking #: TCCS-S-003-2026

4.3.15. The contractor shall comply with the Security Agreement (DD Form 441) and the National Industrial Security Program Operating Manual (32 CFR, part 117) with all revisions to the manual, notice of which has been furnished to the contractor.

4.3.16. Operationally Critical Support. The services designated under this contract are “operationally critical support” as defined in DFARS 252.204-7012 Safeguarding Covered Defense Information and Cyber Incident Reporting.

4.4. Cybersecurity

4.4.1. Operationally Critical Support

The services designated under this contract are “operationally critical support” as defined in DFARS 252.204- 7012.

4.4.2. Cybersecurity Incident Reporting.

4.4.2.1. In addition to the DFARS 252.204-7012 reporting requirements for unclassified systems and DOD Manual (DODM) 5220.22, National Industrial Security Program Operating Manual (NISPOM) for classified systems, reportable cyber-incidents include, but are not limited to, the following:

4.4.2.1.1. Cyber-incidents as defined in Table 1.

4.4.2.1.2. Notifications by a federal, state, or local law enforcement agency or cyber-center (i.e., National Cyber Investigative Joint Task Force (NCIJTF), National Cybersecurity & Communications Integration Center (NCCIC)) of being a victim of a successful or unsuccessful cyber-event, anomaly, incident, insider threat, breach, intrusion, or exfiltration.

Table 1.

Incident Category Description Root Level Intrusion Unauthorized privileged access to an IS. Privileged access, often referred to as administrative or root access, provides unrestricted access to the IS. This category includes unauthorized access to information or unauthorized access to account credentials that could be used to perform administrative functions (e.g., domain administrator). If the IS is compromised with malicious code that provides remote interactive control, it will be reported in this category.

User Level Intrusion Unauthorized non-privileged access to an IS. Non-privileged access, often referred to as user level access, provides restricted access to the IS based on the privileges granted to the user. This includes unauthorized access to information or unauthorized access to account credentials that could be used to perform user functions such as accessing Web applications, Web portals, or other similar information resources. If the IS is compromised with malicious code that provides remote interactive control, it will be reported in this category.

Denial of Service Denial of Service (Incident)—Activity that denies, degrades, or disrupts normal functionality of an IS or DoD information network.

Malicious Logic Installation of software designed and/or deployed by adversaries with malicious intentions for the purpose of gaining access to resources or information without the consent or knowledge of the user. This only includes malicious code that does not provide remote interactive control of the compromised IS. Malicious code that has allowed interactive access should be categorized as Root or User Level Intrusion incidents. Interactive active access may include automated tools that establish an open channel of communications to and/or from an IS.

Ransomware Malware designed to encrypt files on a device, rendering any files and the systems that rely on them unusable. Malicious actors then demand ransom in exchange for decryption. Ransomware actors often target and threaten to sell or leak exfiltrated data or authentication information if the ransom is not paid.

Ransomware is a reportable incident that may be associated with multiple incident categories depending on the attack vector and execution.

4.4.2.2. To comply with DFARS clause 252.204-7012, contractor is required to develop a System Security Plan (SSP) detailing the policies and procedures their organization has in place to comply with National Institute of Standards & Technology (NIST) Special Publication (SP) 800-171. The SSP serves as a foundational document for the required NIST SP 800-171 self-assessment as required by the Cybersecurity Maturity Model Certification (CMMC) Level 2 (Self), which applies IAW DFARS 252.204-7021.

4.4.2.3. If the cyber-incident affects a classified system, vulnerabilities associated with the incident will be classified per the current version of USTRANSCOM Instruction 31-02, Security Classification Guide.

4.4.3. Cybersecurity Incident Reporting Timelines.

In addition to providing the notification required by DFARS 252.204-7012, the contractor is required to notify USTRANSCOM as soon as practical, but no later than 72 hours after discovering a reportable cyber-incident. The reporting timeline begins when the incident is discovered or reported to the company, its employees, contractors, or cybersecurity firm responsible for providing cybersecurity and response for the company. The contractor shall contact the USTRANSCOM Cyber Operations Center (CyOC) via phone at 618-220-4222. If the contractor does not immediately reach the CyOC via phone, the contractor shall send an email notification to transcom.scott.tcj6.mbx.cyoc@mail.mil.

4.4.4. Mandatory Reporting Data.

mailto:transcom.scott.tcj6.mbx.cyoc@mail.mil

4.4.4.1. The contractor shall work with the USTRANSCOM CyOC through resolution of the incident. Within 72 hours of becoming aware of a reportable cyber-incident, the contractor shall provide an initial notification of the incident, even if some details are not yet available, which includes, but is not limited to, the following information:

(a) Company Name

(b) Who will be the POC with contact information

(c) Contracting Officer POC (name, telephone, email)

(d) Overall Assessment –Description of incident, data at risk, mitigations applied

(e) Indicators of compromise

(f) Vector of attack (if known)

(g) Estimated time of attack (if known)

4.4.4.2. The contractor shall provide a follow-on cyber-incident report to the USTRANSCOM CyOC within 5 days of becoming aware of a reportable cyber-incident, which includes, but is not limited to, the following information:

(a) Contractor unique Commercial and Government Entity (CAGE) code

(b) Contract numbers affected

(c) Facility CAGE code where the incident occurred if different than the prime Contractor location

(d) POC if different than the POC recorded in the System for Award Management (name, address, position, telephone, email)

(e) Contracting Officer POC (name, telephone, email)

(f) Contract clearance level

(g) DoW programs, platforms, systems, or information involved

(h) Location(s) of compromise

(i) Date incident discovered

(j) Type of compromise (e.g., unauthorized access, inadvertent release, other)

(k) Description of technical information compromised

(l) Any additional information relevant to the information compromise

4.4.5. Incident Reporting…