DRAFT VS PWS_05FEB25.docx

Performance Work Statement (PWS) National Museum of the United States Army (NMUSA) Visitor Services Contract

C1. General Requirements C.1.1 Requiring Activity C.1.1.1 The National Museum of the United States Army (NMUSA) has a requirement for visitor and customer service support to include general visitor services, welcome desk operations, visitor complaint resolution, ticketing operations, group reservation management, disability accommodations, Museum programming, visitor surveys, training development, inquiry support, master calendar management, event management, and writing the volunteer newsletter.

C.1.1.2 The NMUSA is the Army’s national landmark and provides the comprehensive portrayal of Army history and traditions. The Museum honors United States Soldiers – past, present, and future – and provides an interactive educational experience illustrating the Army’s role in creating and defending our nation and highlighting the Army’s social initiatives and contributions for over 247 years. The Museum is a high-visibility organization that serves as a national platform, directly or indirectly, for the Army’s most-senior leaders and represents “the U.S. Army” as a whole. The NMUSA is a publicly accessible museum that receives between 275,000 and 375,000 visitors per year.

The Museum is located on a publicly accessible 84-acre site in Fairfax County, VA (on Fort Belvoir, VA land). The building is approximately 185,000 square feet. There are three main historic galleries: Soldiers’ Stories, Fighting for the Nation, and Army and Society. The Museum also includes an Experiential Learning Center (ELC), Medal of Honor Experience, and rotating exhibit spaces. The Museum also has indoor and outdoor special event spaces available for daytime and after-hours rentals.

The Museum is open 9 a.m. – 5 p.m., 364 days per year, and admission is free. The Army owns and operates the Museum. Per a legal agreement with the U.S. Army, The Army Historical Foundation (AHF) is the primary fundraiser in support of Museum operations and manages all revenue-generating activities, such as the café, on-site catering, and the museum store. Both organizations have office space in the Museum.

The NMUSA is assigned to the U.S. Army Center of Military History (CMH), which is aligned under the Office of the Administrative Assistant (OAA) and Training and Doctrine Command (TRADOC). CMH is the Army’s primary cultural heritage organization, responsible for preserving the institutional history of the Army, educating the Army and the public on the Army’s history and inspiring Soldiers and Civilians to service.

C.1.2 Scope of Services This is a non-personnel services contract. The contractor shall provide all personnel, management, and services necessary to perform the functions of this scope. The contractor shall assume total responsibility for all requirements herein on the commencement date of the performance period.

C. 1.2.1 Period of Performance (PoP) This requirement will consist of a base period of 6 months, plus four (4) one-year option periods, for a total of 4.5 years if all options are exercised. The base period PoP will be 28 September 2025 – 27 March 2026.

C.1.3 General Requirements The contractor shall fully comply with the most recent and current federal, state, and local laws and regulations, directives and instructions, and other documents set forth in the PWS.

C.1.3.1 Place of Performance The major portion of work shall be performed at the NMUSA. Other work may be required at adjacent CMH facilities or locations in and around the National Capitol Region (NCR), such as, but not limited to the Museum Support Center, Fort Belvoir VA and Fort McNair, Washington DC. This work will be within a 20-mile radius on an infrequent basis.

The NMUSA campus is located at:

1775 Liberty Drive Fort Belvoir, VA 22060

C.1.3.2 Travel Travel shall be for the purpose of supporting tasks listed in the PWS. Travel may be required to attend the American Alliance of Museums conference each year. Travel will be requested by the Contracting Officer’s Representative (COR). Travel shall be billed IAW Joint Travel Regulations (JTR) and the limitation of funds. Travel costs shall be considered reasonable and allowable only to the extent that they do not exceed on a daily basis, the maximum per diem rates in effect at the time of the travel. No indirect or labor costs shall be allowed under the Travel Contract Line Item Number (CLIN).

C.1.3.3 Type of Contract The Government will award a firm fixed price (FFP) contract.

C.1.4 Personnel

C.1.4.1 General The contractor shall furnish fully trained technical, administrative, and direct labor personnel, sufficient in number and qualifications to accomplish all work. Contract personnel shall be able to speak, read, write, and understand the English language including unique technical terminology required for the performance of these duties and functions. The contractor shall ensure that all contract personnel shall obtain and maintain all certifications and licenses necessary or appropriate to perform all work contained in this scope and as specified in the CLINs. The contractor shall maintain the training skills and qualifications of all personnel throughout the period of performance. Contract personnel shall have the ability to operate a computer and be familiar with using Microsoft Office Suite.

C.1.4.2 Standards of Conduct The contractor shall not employ any person whose scope of work would constitute a conflict of interest (COI), or an appearance of impropriety, pertaining to the physical and national security and the good order and discipline of the Museum. The contractor shall be responsible for the conduct of its personnel and shall take prompt, reasonable, and appropriate disciplinary action against personnel for misconduct, malfeasance, misfeasance, or nonfeasance. The removal from, or barring of, a contract employee from a site shall not relieve the contractor of its obligation to perform all work contained in this scope. Contract personnel will be denied access to, removed and barred from areas and sites when their presence is determined by the Government to be detrimental to security, to the health, welfare, or well-being of persons, to the good order and discipline or to the accomplishment of work. The Government expressly reserves the right to remove and bar contractor personnel whose activity, on or off site, endangers persons or property. Contract personnel shall adhere to the Museum’s published rules and regulations regarding appropriate behavior and prohibited items. Violation of these rules and regulations may result in the removal of contract personnel. Repeated violations may result in termination of the contract.

C.1.4.2.1 Appearance and Conduct Contract personnel shall be professional at all times, they must dress in accordance with the Museum’s dress code, and act in a manner appropriate with their job duties and in a manner appropriate in their role. The contract personnel shall conduct themselves at all times in a proper, efficient, courteous, and businesslike manner. Contract personnel shall not wear military uniforms or uniform pieces while performing this contract. Contract personnel must always wear their badges while in the Museum. Contract personnel shall always identify themselves as contract personnel when attending meetings with Government employees, or otherwise conversing with Government employees while performing this contract. The contractor shall utilize a Government email address at all times on official business related to the Government. All contract personnel shall be in approved collared shirts that are purchased by the contractor and approved by the Visitor Services Chief.

C.1.4.3 Contractor Point(s) of Contact (POC) The contractor shall designate a team lead to serve as the Primary POC on-site during normal operating hours responsible for the overall management and supervision of assigned contractor personnel. On-site POC or alternate on-site POC shall be available during core duty hours of 9:00 AM to 3:00 PM, Sunday through Saturday, to meet with the COR and/or authorized Government employees within two (2) hours to discuss problem areas. In the event the contractor designated onsite team lead is not vested with the necessary authority to resolve any problem areas, the contractor shall also provide contact information for a POC that oversees the team lead and who can be contacted from 9:00 AM to 3:00 PM, Monday – Friday. The contact number(s) shall be furnished to the COR and Chief, Visitor Services Division, NMUSA, and shall not be changed without reasonable prior notice to the aforementioned parties. See Contract Data Requirement List (CDRL) A001.

C.1.4.4 Notwithstanding the foregoing, nothing contained in this subsection 1.4 should be construed as dictating personnel hiring.

C.1.4.5 Company Organization Chart The contractor shall submit to the COR a chart depicting the detailed organization proposed for the performance of this PWS. The chart shall contain the names, addresses and telephone numbers of the supervisory and management personnel with authority to represent the contractor before the Government in all matters arising under this scope to resolve problems and respond to emergencies. The chart shall also identify key personnel responsible for performing the requirements contained in the contract’s scope. The contractor shall keep the chart current and, within seven calendar days, notify the COR in writing when changes are made. See CDRL A002.

C.1.4.6 Identification of Personnel The contractor shall complete “Trusted Associate Sponsorship System” (TASS) applications for Contractor Identification Cards for all personnel who shall perform work under this contract scope. Contractor personnel are required to wear these badges at all times while performing duties associated with this scope. Contractor shall be responsible for notifying Trusted Agent (TA) to initiate a contract personnel Common Access Card (CAC) request, enter/edit contract personnel information in TASS, submit completed application, and maintain records of contract personnel approved/rejected application(s). The contractor shall wear Government-issued identification badges in accordance with Museum policy. When contract personnel are working on Government facilities or participating at Government meetings, they shall wear identification badges distinguishing themselves as such. The badges, at a minimum, must have the employee name and the word “contractor” displayed. The company name will appear on the badge.

C.1.4.7 The contractor shall perform no inherently Governmental functions. Contractor personnel shall identify themselves as a contractor in meetings, telephone conversations, all written communications and work situations so that their actions cannot be construed as acts of a Government official. The contractor shall take no action that binds the Government to a final decision or results in the exercise of Governmental discretion. When contractor personnel are tasked to attend a Government meeting or conference, they shall identify themselves as employees of a contractor at the beginning of the meeting. The contractor may present Government approved briefings at the meeting.

C.1.4.8 Security Clearance. All contract personnel must receive a National Agency Check with written Inquiries (NACI).

C.1.4.8.1 The security measures below are consistent with Department of the Army (DA) security policies and directives and are required to protect all associated Army networks. The goal is to ensure the confidentiality, integrity, and availability of DA automation assets and software and to reduce cracker, hacker, and malicious code attacks to the maximum extent possible.

a) All contractor personnel who have access to US Army Automated Information Systems (AIS) and/or Department of Defense (DoD) Information Systems shall complete Army approved and/or provided Cybersecurity Awareness Training and Security Awareness Training annually within 60 calendars of award an annually thereafter. A failure to complete either training requirement can result in a suspension or denial of computer access. Verification of training will be provided to the NMUSA IT Division for Security Awareness Training and to the sponsoring Information Assurance Security Officer for Computer User Information Awareness Training.

b) All contractor personnel who have access to a US Army AIS must, individually, read and sign a copy of the Acceptable Use Policy (AUP), annually.

c) IAW DA Directives, AR 25-2, contractor personnel shall have malicious code protection on any PCs used to connect to the US Army networks. Malicious code protection shall be monitored daily for updates and immediate implementation of updates.

d) The contractor shall ensure that computing equipment (laptop, mobile devices) is protected from tampering, theft and potential unauthorized disclosure of information. All computer equipment shall be secured when unattended. Any computer equipment and information associated with this contract shall be secured in a locked office, container, desktop locks or a locked building. When traveling, computing equipment can be secured in a locked vehicle for short durations but cannot be checked on an aircraft, it must be a carry-on item.

1) The contractor shall report any malicious code problems, incidents, spillages and theft or loss of equipment, software, or code to the COR or the responsible Information Assurance Security Officer (IASO) in writing. The IASO will forward automation security concerns to his/her supporting IAM. See CDRL A003.

2) The contractor shall ensure that only personnel designated to work on this contract have access to Government computer equipment and information.

3) Foreign Nationals must not have access to Government equipment and information per AR 25-2.

f) Each contractor personnel associated with this contract must have a unique Active Directory (AD) issued account and user ID. User IDs and Passwords will not be shared among contractor personnel.

g) On completion of the project, the contractor shall notify the responsible Government IASO or the COR who will then notify the Network Enterprise Center (NEC) Information Assurance Team and NEC Helpdesk so all network access can be terminated.

h) When on the Army Network the contractor shall store Controlled Unclassified Information (CUI), Sensitive and Personally Identifiable Information (PII) on an encrypted drive or in an encrypted folder IAW Data at Rest (DAR) regulations and requirements. No PII shall be removed from the Museum’s network or Campus. PII include Social Security Numbers, payroll information, addresses, phone numbers, email addresses and personal medical information. The contractor will also safeguard the integrity of the systems in which PII is stored including the Ticketing System and Volunteer Management System. They shall not give access to the system or lend their access to any unauthorized person.

C.1.4.9 Retrieving Identification Media. The contractor, the COR, or NMUSA Security shall retrieve all identification media, including passes and badges from employees who depart for any reason before the contract expires.

C.1.4.10 Gate Control. Unscheduled gate closures by the security force may occur at any time causing personnel entering or exiting a closed military installation or the Museum campus to experience a delay. This cannot be predicted or prevented. Privately owned vehicles belonging to contractor personnel are subject to search pursuant to applicable regulations. The award of this contract does not create a right to have access to any military installation. Any violation of an installation regulation or of state or federal statute may result in the termination of the privileges to enter the military installation.

C.1.4.11 Installation Regulations: The contractor shall become familiar with and obey the regulations of the installation including fire, traffic, safety and security regulations while on the military installation, Museum campus and Federal property. Those driving motor vehicles shall observe and obey all speed limits posted on the Museum campus. Personnel should not enter restricted areas unless required to do so and only upon prior approval. All contractor personnel shall carry proper personal identification with them at all times. The contractor shall be responsible for ensuring its personnel comply with all regulations and orders of the Commanding Officer or Garrison Manager of the Military Installation, respecting identification of employees, movements on installation, parking, truck entry, and all other military regulations, which may affect the work.

C.1.4.12 Supervision of contractor personnel is the responsibility of the contractor: The contractor’s personnel shall, at all times, be under the supervision of the contractor and not Government employees, whether uniformed or civilian and regardless of rank. There shall be no direct supervision of contractor personnel by the Government. The Senior Visitor Services Specialist will be responsible for day-to-day supervision of the onsite vendor personnel.

C.1.5 Training: The contractor shall take Government directed training and provide internal training to maintain the proficiency and qualification of all contract personnel.

C.1.5.1 Orientation Training: The Government will conduct orientation training for c ontract personnel within 30 working days of arrival to the federal work site. This training shall be relative to the respective functional areas and staff with which the personnel will interact. The training will include the following:

· The respective functional area’s internal and external (visitor) Standard Operating Procedures (SOPs) and general work requirements.

· Fire safety, including the installation fire prevention program, and Army fire protection and prevention (AR420-90)

· Emergency notification and response procedures

· Applicable installation regulations and directives

· Security requirements and procedures

· Prevention and reporting of fraud, waste, and abuse

· Conflicts of Interest

· Ethics, sexual harassment, Americans with Disabilities Act, and Equal Employment Opportunity (EEO) training

· Smoking policy

· Violence in the workplace

· NMUSA orientation training C.1.5.2 Annual Mandatory Training Requirements: The contractor shall attend recurring annual and occasional one-time training as required by the Government. This training includes but may not be limited to: Security Awareness, Cyber Awareness Challenge, Personal Identifiable Information (PII), Threat Awareness and Reporting (TARP).

C.1.5.3 Other Training: The Government will directly fund training that is Government unique and deemed essential for contract personnel performing work under this scope. Government unique training is defined as training that is only available in Government or Military service schools. Such training may be provided at the work site or at other Government designated locations. The contractors shall complete the museum’s docent training in order to be familiar with the museum’s content and in order to support tours of the facility.

C.1.6 Physical Work: The contractor shall be expected to work on their feet for up to 4 straight hours with no break. The contractor shall be able to lift up to 50 pounds. Contractor personnel shall assist with moving and lifting equipment in support of Museum functions and to move through the Museum for multiple hours without breaks.

C.1.7 U.S. Citizen or Work Permit: All contractor personnel performing work under this scope shall be citizens of the United States or have a valid U.S. work permit.

C.1.8 OPERATING HOURS AND CONDITIONS

C.1.8.1 Normal Working Hours of Operation: The Museum is open to the public from 0900-1700 seven days a week, every day of the year except December 25th. Museum staff will be expected to arrive prior to opening for operational and logistical requirements inherent to the operation of the museum. The museum will also be open for evening hours in support of specific museum programming and special events. Museum operating hours are subject to change.

C.1.8.2 Federal Holidays: Holidays to be observed are as follows:

The Museum is open all other 364 days per year and the contractor shall be able to provide coverage for those 364 days.

C.1.8.3 Contractor Work Schedule: The contractor shall provide 40 hours of labor over the course of each work week (Sunday through Saturday) per Contractor Full Time Equivalent (CFTE). The two typical 40-hour periods of performance will be 0815-1715; with a 30-minute lunch break from Tuesday through Saturday, or with an hour lunch break each day from Sunday through Thursday. These schedules represent the typical hours of support; however, the Government retains the right to modify this schedule while still maintaining a 40-hour work week in order to support museum operations. The COR shall coordinate with the contractor to schedule contract labor to ensure that core museum functions are always supported. Core functions include visitor services, visitor complaint resolution, operating ticketing systems, group reservation management, accessibility and disability accommodation support, museum programming, visitor surveys, training development, inquiry support, event support, and master calendar management.

C.1.8.4 The COR shall provide a list of Government employees, work phone numbers, work email addresses and instructions for the contractor's use in the event of an emergency situation (See below). The Government employees who have the authority to request the contractor to flex time are the NMUSA Director, Chief, Visitor Services, and the COR.

C.1.8.5 Museum Shut Down: Services covered by this scope shall continue to be provided unless the Museum is closed based on a decision by the Museum Director or directed by a higher authority. In the event of a shutdown, the contractors will telework on applicable work as directed by the COR. Determination whether telework is allowable will depend on the requirements of the contract, and will require approval from the COR.

C.1.9 Meetings: Meetings shall generally take place during NMUSA business hours. The contractor shall attend meetings held at the Museum and/or other locations as identified by the Government. When the contractor is responsible for the presentation/briefing, the charts shall be forwarded to the COR at least two days prior to the scheduled meeting time. The contractor may request a meeting with the Contracting Officer (KO) when necessary. The contractor shall, at a minimum, invite the COR. The contractor shall provide at least 24 hours advance notice of these meetings and 72 hours’ notice when practical, to the COR. See CDRL A004.

C.1.9.1 Start of Work Meeting: The contractor shall perform a start of work meeting at the Museum within 30 calendar days of contract award. The purpose of the meeting is to set the Project Plan and Schedule for each CLIN under the contract. The meeting will include at least the COR, the Contractor Project Team, and the Government Project Lead.

C.1.9.2 In-Process Reviews (IPR): Four (4) IPRs shall be conducted on-site by the contractor to assess project status, contract progress, objectives, alternatives, deliverables, quality, cost and other matters relevant to the performance of the contract. Milestone charts for high profile projects shall be presented during these reviews. The contractor shall also discuss any problems encountered during performance of the services and shall recommend a plan for resolution. IPRs shall be scheduled quarterly. See CDRL A005.

C.1.9.3 Final Review: The fourth (4) and final IPR within the contract’s 12-month period of performance shall serve as the Final Review. The contractor shall conduct a final contract IPR within 30 calendar days of the contract expiration date. At this meeting the contractor shall recap the overall contract performance and validate it against the CLIN requirements, objectives, cost and schedule. The contractor shall also brief milestone charts for high profile projects. See CDRL A005.

C.1.9.4 Other Meetings: The contractor shall attend, participate in, contribute to and/or conduct meetings IAW the requirements and schedule of the individual project/program and applicable PWS. Meetings may include General Staff Meetings/Briefings, project meetings, Museum event driven briefings, or subject specific meetings. See CDRL A004.

C.1.10 Management of Deliverables and Reporting C.1.10.1 The contractor shall permit the COR access to all records and data used in the performance of the services. Access shall be provided within three (3) working days of the request and shall be for the purposes of verification of personnel qualifications, and as otherwise deemed necessary by the Government.

C.1.10.2 Quality Assurance Report. The contractor shall provide a quarterly Quality Assurance Report. The Government will evaluate the contractor’s performance under this Task Order in accordance with (IAW) the Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on what the Government must do to ensure that the contractor has performed IAW the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s). See CDRL A006.

C.1.10.3 Quality Control Plan. The contractor shall provide a Quality Control Plan (QCP) to ensure the requirements of this PWS are provided as specified. The contractor’s QCP is how the contractor assures itself that its work complies with the requirements of the contract. The contractor shall develop and submit for Government approval a QCP to the Contracting Officer Representative (COR) within 10 calendar days after the contract award. The contractor shall implement procedures to identify and prevent defective services from recurring. The COR must have a specific quality control inspector Point of Contact (POC) included in the QCP, to notify in case of complaints. See CDRL A007.

C.1.10.4 Instructions for Deliverables: The contractor shall provide reports, research and assessments as defined by the requirements of the scope. The Government will provide all applicable CDRLS and Data Item Descriptions (DIDS) for reports, studies and analyses, within each specific CLIN.

C.1.10.5 Access to Data: The Government will have access and retention rights to all data (e.g. hard copy and computer files generated under the applicable CLIN, and all underlying data and files) as well as reports, assessments, software documentation, software programs, technical reports and analyses as required in the contract’s CDRLs.

C.1.10.6 The contractor shall utilize computers and software located within the museum to fulfil the functions specified in this contract.

C.2 Personnel Requirements

C.2.1 Personnel Qualifications: The contractor shall submit resumes for review to the COR to ensure candidates meet the qualifications listed below. See CDRL A008. The contractor shall retain personnel with knowledge, skills, abilities, expertise, training and experience needed to accomplish performance of work under this contract. Contractor employees working under this contract shall be able to fluently speak, read, write and understand the English language. The contractor shall maintain records of employees’ qualifications and certifications. All contractor personnel shall meet the following qualifications:

· Education: Minimum of a BA or BS in Liberal Studies, History, Museum Studies, American Studies, Art History or related field as approved by the COR.

· At least three years’ experience working in Museums or customer service driven positions.

· Experience, education or training in at least four of the following 9 categories:

· Visitor services

· Complaint resolution

· Timed ticketing systems

· Group reservation management

· Disability accommodations and ADA Compliance

· Museum programming

· Visitor surveys

· Training development

· Event management or protocol

· Experience using Microsoft office suite to include Word, PowerPoint, Excel and Outlook.

· Have a valid driver’s license

The contractor may consider the suggested sites below when recruiting highly qualified staff. While the contractor is not obligated to use these sites, they are available for reference if desired.

· Global Museum Job Postings – https://globalmuseum.org/

· National Council for Public History Posting – https://ncph.org/jobs/

· Virginia Association of Museums – https://www.vammuseums.org/news/job-postings

· American Alliance of Museums – Https://aam-us-jobs.careerwebsite.com

· Museum-L List Serve - https://home.ease.lsoft.com/scripts/wa-HOME.exe?A0=MUSEUM-L

C.3 Specified Tasks

C.3.1 Contractor personnel shall be task organized based on scheduling and qualifications by the COR to support the following areas:

C.3.1.1 Contractor personnel: Contractor personnel are categorized in the following categories:

· One (1) Program Manager – This position is only required during the phase-in portion of the contract to support the transition from existing contract to the new contract.

· One (1) – Senior Visitor Services Support Specialist who is expected to be the onsite leadership and supervision for the contractor and contractor personnel.

· Four (4) – Visitor Services Support Specialist that work in-conjunction with the Team Lead, COR and Visitor Services Team to accomplish its mission as defined below.

C.3.1.2 Visitor Services: The contractor shall be proficient in working with visitors with respect to all facets of the overall Museum experience. The contractor, as a representative of the Museum and the Army, shall act in courteous, respectful, pleasant, helpful and mature manner at all times. The contractor shall provide support at the Museum’s welcome desk, greeting visitors, answer basic questions about the Museum, provide wayfinding services and refer visitors to the appropriate staff. The contractor shall assist with answering basic call inquiries and routing others to the appropriate staff. The contractor shall assist with programming and special events in areas such as helping set up or tear down equipment (lifting equipment up to 50 pounds), providing capacity management services (queue management) and parking management services, and facilitating event execution. The contractor may also be required to orient visitors in the respective exhibit galleries. The contractor’s personnel may be expected to be on their feet for up to four hours without a break. The contractor shall follow and support all published Museum procedures to include those relating to visitor assistance and safety (e.g. fire evacuation, lost child, etc.).

C.3.1.3 Visitor Complaint Resolution: The contractor shall work diligently to assist visitors quickly and professionally to resolve any and all complaints or issues. The contractor shall exercise judgment, informed by Museum provided training, to address the situation. If unable to address the situation, they shall escalate the complaint to the Government staff for resolution. The contractor shall maintain and submit a daily record of all complaints received. See CDRL A009.

C.3.1.4 Ticketing Systems: The contractor shall conduct timed ticketing operations. Tasks include scanning tickets, issuing tickets, assisting visitors with ticket issues, and utilizing the timed ticketing vendor’s online system in support of standard Museum hours and events outside of normal operating hours.

C.3.1.5 Group Reservation Management: The contractor shall schedule group reservations, events and special programs on the Museum’s master calendar. They shall use the Museum’s calendar management software and timed ticketing software in support of this role. Tasks include contacting groups to verify reservation arrangements, meeting groups upon arrival and providing an escort for ticketing, security, and Museum orientation.

C.3.1.6 Accessibility Accommodations: The contractor shall manage the checkout and maintain accountability of disability accommodation equipment to include, but not limited to, wheelchairs, assisted listening devices, audio tour content, written content, braille guides, and anxiety coping devices. The contractor shall also inform appropriate Government staff of any damaged, lost or stolen equipment. Within the scope of their abilities and duties, the contractor shall prepare disability accommodation equipment for issue and receive disability accommodation equipment for turn in. The contractor shall also be responsible for cleaning specified pieces of equipment with an alcohol wipe provided by the Government upon return of the equipment from visitors. The contractor shall maintain and submit a daily record of all equipment utilized by quantity, type and time. See CDRL A009.

C.3.1.7 Museum Programming: The contractor shall provide support to the division’s veteran, accessibility and special emphasis programming. Typical tasks will include development of written program materials, program outreach, program planning, set up, tear down and facilitation of event execution for both their event and others executed by the Museum. Types of programs may include educational events, film screenings, lectures, book talks, panel discussions, interactive events, and resource fairs. See CDRL A010.

C.3.1.8 Visitor Surveys: The contractor shall develop and implement visitor surveys to gather critical metrics quarterly regarding the visitor’s experience with various aspects of the Museum’s operation to include visitor services, exhibits, programs and education, facilities, security, and accessibility. The survey will include questions designed to collect metrics on the qualitative success of the Museum and various internal elements and policies. The contractor shall adhere to written Museum policy and procedures relating to Surveys. Upon completion, the contractor shall upload the results into the Museum’s visitor analytics software and prepare a final written report and briefing for the Chief, Visitor Services. See CDRL A011.

C.3.1.9 Inquiry Support: The contractor shall direct calls, email and written inquiries to members of both the Museum staff and AHF as necessary. The contractor shall be able to resolve basic inquiries without outside assistance and will be able to exercise sound judgement on when inquiries can be resolved at the lowest level and which inquiries need to be addressed at a higher level. The contractor shall maintain a record of all inquiries received. The contractor shall maintain and submit a daily record of all inquiries received. See CDRL A009.

C.3.1.10 Master Calendar Management: The contractor shall assist the Government in management of the Museum’s master calendar. Tasks include adding, removing and editing events on the calendar; hosting or participating in synchronization meetings to verify, prioritize, add, remove, or change events; and synchronizing large group visits with events, staff and Museum resources. Contractor shall liaise with other designated calendar managers within the Museum as needed to ensure calendar accuracy at all times. Access to the Museum’s calendar software will be provided by the Museum’s partnered 501(C)3, the AHF. This will also include calendar management and management of volunteer scheduling utilizing the volunteer management system and associated calendar.

C.3.1.11 Event Support: The contractor shall be responsible for reservations and execution of the Museum’s Military Milestone Events (MMEs) or equivalents. This includes scheduling, set up, execution, tear down, and applying knowledge of Army and DoD protocol for a successful event. The contractor shall also serve as an action officer and/or liaison officer for specified special events within the museum that are either developed by the museum or directed by the Army. For such events, the contractor shall conduct planning and coordination, maintain communication on a regular basis with stakeholders, communicate with internal museum staff to ensure necessary arrangements, ensure events meet all Army and Museum regulations and policies to include event specific protocol requirements, supervise event setup and tear down as necessary, and provide onsite coordination during the event. The contractor shall also handle coordination and reservations for use of the conference rooms or museum facilities by Government organizations for official use. The contractor shall follow all established museum procedures and ensure they are followed by all visitors as they pertain to events.

C.3.1.12 Volunteer Program Support: The Contractor will be able to utilize the Museum’s volunteer management system. The Contractor shall be able to classify volunteers into categories (docent, Special event, etc.), create volunteer shifts, assist volunteers with basic troubleshooting with regards to logging in, signing up for shifts or checking in for a shift, and they shall also be able to contact volunteers as required to support necessary shifts. The Contractor may also be required to assist with volunteer training that is led by federal museum staff.

C.3.1.13 Transportation of Visitors: The contractor shall provide transportation support using the NMUSA golf carts to transport visitors from the parking lot to the main building. The contractor will be responsible for attending training on operations of the golf cart, emergency procedures, hands on driving, and pass a written examination. Contractor shall notify the COR, NMUSA Security, and Visitor Services Chief of an accident as soon as possible without putting themselves in harm’s way or at risk. The contractor shall only operate the golf cart during NMUSA normal operating hours and special events unless defined by Museum requirements or the COR. The contractor shall operate the golf cart on hard surfaces only while on the NMUSA Campus environment.

Technical Exhibit 1 Performance Requirements Summary (PRS) This PRS summary identifies critical success factors for the contract. It identifies TASK, CONDITIONS, and STANDARDS for frequency and the performance threshold required for each performance objective. The Government reserves the right to monitor all services called for in the contract to determine whether or not the performance objectives and goals were met.

The absence of any contract requirement from the PRS shall not detract from its enforceability nor limit the rights or remedies of the Government under any other provision of the contract including the clauses entitled “Inspection of Services” and “Default”.

Required Services

Performance Standard

PRS 7: Visitor Surveys IAW PWS C. 3.1.8

Technical Exhibit 2 Deliverable Schedule A deliverable is anything that can be physically delivered by may include non-physical items such as meetings.

Start of Work Meeting

(PWS C.1.9.1)

Organizational Chart

(PWS C.1.4.5)

(CDRL A002)

Data Spillage Report (PWS C.4.4.8.1.d1)

(CDRL A003)

Meeting Reports

(PWS C.1.9)

(CDRL A004)

In-Process Reviews (IPR)

(PWS C.1.9.2)

(CDRL A005)

Final Review

(PWS C.1.9.3)

(CDRL A005)

COR Access

(PWS C.1.10.1)

Quality Assurance Report

(PWS C.10.2)

(CDRL A006)

Quality Control Plan

(PWS C.10.3)

(CDRL A007)

Personnel Qualifications

(PWS C.2.1)

(CDRL A008)