Maxwell_BOS_PWS_Changes_Amendment_7.pdf

FA3002-13-R-0012

Amendment 7

MAXWELL-GUNTER AFB

MAXWELL-GUNTER AFB, ALABAMA

42nd AIR BASE WING

BASE OPERATIONS SUPPORT SERVICES

PERFORMANCE WORK STATEMENT

SECTIONS 2, 3 and 10 CHANGES

9 May 2016

TABLE OF CONTENTS

Section 2 – All Services

2.1. – All Services Requirements ............................................................ 2-1-1

Section 3 – Maintenance (Transient Maintenance, Static Display Aircraft Maintenance and Foreign Object Damage)

3.2. – Service Summary ........................................................................ 3-1-1

Section 10 – Installation Management

10.1. – Installation Management Requirements .................................. 10-1-1

2-1-1

ALL SERVICES

SECTION 2-1

2.1. ALL SERVICES REQUIREMENTS

2.1.1. DESCRIPTION OF SERVICES. Meet all requirements and responsibilities in this section applying it to all the service areas. Provide staff that is fully trained, qualified, certified, and licensed, to meet local, state, Air Force (AF), Department of Defense (DoD), and Federal requirements. Focus on customer’s needs and consistently provide responsive, flexible, and cost effective service. Ensure compliance with all directive publications listed in

Base-Wide Support (BWS), Civil Engineering (CE), Information Technology (IT), and

Logistics (LG) directive publications listed in contract Performance Work Statement. Partner with the Maxwell-Gunter community in continuously improving the quality of programs and service offered to customers. Respond to complaints from Congressional Inquiries, Air

Education and Training Command (AETC) Headquarters, Air Staff Inspector General, or

Commander Complaints Action Line, Freedom of Information Act (FOIA) requests, Required

Reports and suspenses in a timely manner. Keep all required legacy systems accurate and up-to-date. Promote and maintain the appearance of all Maxwell-Gunter facilities. Provide support to 24/7 surge requirements in response to natural/man-made disasters, contingencies, and exercises. At Administrative Contracting Officers (ACO) direction, reduce operations in non-critical Base Operating Support (BOS) areas and direct resources to meet surge requirements.

2.1.2. SERVICES TO BE PROVIDED

2.1.2.1. SAFETY PROGRAM. Perform the requirements of all Performance Work

Statement (PWS) Service Areas using the safety and health guidelines of the Occupational

Safe and Health Administration (OSHA) standards and Air Force Consolidated Occupational

Safety Instruction (AFCOSI) 91-203. Follow OSHA criteria as they pertain to occupational safety and health for contractor employees and also follow AFCOSI standards as needed to protect AF resources (facilities, equipment, and AF personnel). These Air Force Instructions are not to be considered as all-inclusive; use all applicable references; i.e., OSHA, National

Electrical Code, National Fire Codes and Technical Orders.

2.1.2.2. SAFETY COMPLIANCE. The contractor is solely responsible for compliance with the Occupational Safety and Health Act (OSHA) Public Law 91-596 and the resulting standards, OSHA Standard 29 CFR 1910, 1926 and the protection of their employees. It is the contractor’s responsibility to make certain that all safety requirements, equipment, and training are met or provided to their employees. Additionally, the contractor is responsible to ensure compliance with safety and health standards by all sub-contractor employees. Air

Force Safety, Fire Protection, and Bioenvironmental Engineering officials may periodically enter a contractor’s workplace to verify working conditions of Air Force personnel or to make inspections for protection of government facilities. If an improper procedure or unsafe condition exists, the contractor must immediately correct the unsafe condition, and notify the

Administrative Contracting Officer (ACO). Department of Labor OSHA inspectors are authorized right of entry to inspect any place of employment operated by an Air Force contractor. They are, for the most part, “NO NOTICE” inspections. Notify the Government

Program Manager (GPM), COR or ACO, if an OSHA inspector visits the site unescorted by an Air Force Safety Technician.

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2.1.2.3. SECURITY

2.1.2.3.1. SECURITY FACILITY CLEARANCE REQUIREMENTS. The contractor must possess or obtain an appropriate facility security clearance (Top Secret, Secret, or

Confidential) prior to performing work on a classified government contract. If the contractor does not possess a facility clearance, the government will request one. Notify the Information

Security Program Manager (ISPM) at each operating location 30 days before on-base performance of the service. Include in the notification the following:

- Name, address, and telephone number of company representative

- The contract number and contracting agency

- The highest level of classified information which contractor employees require access to

- The location(s) of service performance and future performance, if known

- The date service performance begins

- Any change to information previously provided under this paragraph

Table 2.1.2.3. Personnel Security Clearance Requirements by function

Specialty Reason Investigation Required

Management Personnel Personnel requiring access to classified plans or members of the Crisis Action

Team (CAT) or access to priority aircraft/equipment

SECRET

IT/Communications Personnel requiring access to the

SIPRNET

SECRET

CE-Operations & Maintenance Personnel requiring access to the vulnerability assessment

SECRET

CE-Installation Engineering Personnel requiring access to the vulnerability assessment

SECRET

CE-Fire Department Fire Chief and Assistant Chiefs requiring access to classified publications for incoming aircraft

SECRET

Supply-Freight and Receiving Personnel requiring access to incoming classified shipments/materials

SECRET

2.1.2.3.2. PERSONNEL SECURITY CLEARANCE REQUIREMENTS. Some personnel will require a (Top Secret or Secret) security clearance to perform this contract. Request security clearances for personnel requiring access to classified information within 15 days after receiving a facility clearance or, if the contractor is already cleared, within 15 days after service award. Due to costs involved with security investigations, requests for contractor

2-1-3 security clearance shall be kept to an absolute minimum amount employees necessary to perform service requirements.

2.1.2.3.3. SUITABILITY INVESTIGATIONS. Successfully complete, as a minimum, a

National Agency Check (NAC), before operating government furnished computer workstations or systems that have access to Air Force e-mail systems. The government at no additional cost to the contractor shall submit these investigations. Comply with the DoD

5200.2-R, Personnel Security Program, and AFMAN 33-152, User Responsibilities and

Guidance for Information Systems, requirements.

2.1.2.3.4. VISIT REQUEST. Contractor participating in the National Industrial Security

Program shall use the Joint Personnel Adjudication System (JPAS) in lieu of sending Visitor

Authorization Letters (VALs) for classified visit to Department of Defense facilities and military installations. VALs are only required if the contractor isn’t using JPAS or if contractor personnel whom access level and affiliation are not accurately reflected in JPAS.

2.1.2.3.5. SECURITY MANAGER APPOINTMENT. Appoint a security manager for the on-base long-term visitor group. The security manager may be a full-time position or an additional duty position. Provide contractor employees with training required by DoD 5200.1-

R, Industrial Security Program, Chapter 10, AFPD 31-4, Information Security, and AFI 31-

401, Information Security Program Management. Provide initial and follow-on training to contractor personnel who work in Air Force controlled/restricted areas. Air Force restricted and controlled areas are explained in AFI 31-101, The Air Force Installation Security Program.

2.1.2.3.6. OBTAINING AND RETRIEVING IDENTIFICATION MEDIA. As prescribed by the AFFAR 5352.242-9000, Contractor access to Air Force installations, comply with the following requirements:

2.1.2.3.6.1. Obtain base identification and vehicle passes for all contractor personnel who make frequent visits to or perform work on the Air Force installation(s) cited in the contract.

Contractor personnel are required to wear or prominently display installation identification badges or contractor-furnished identification badges while visiting or performing work on the installation.

2.1.2.3.6.2. Submit a written request on company letterhead to the contracting officer listing the following: contract number, location of work site, start and stop dates, and names of contractor employees needing access to the base. The letter will also specify the contractor individual(s) authorized to sign a request for base identification credentials or vehicle passes.

The contracting officer will endorse the request and forward it to the issuing base pass and registration office or security forces for processing. When reporting to the pass and registration office for issuance of a vehicle pass for contractor individual(s), provide a valid driver’s license, current vehicle registration, and valid vehicle insurance certificate. When reporting to the pass and registration office for issuance of military issue identification credentials for access to the installation, contractor individual(s) will need a valid state or federal issued picture identification.

2.1.2.3.6.3. During performance of the service, obtain required identification for newly assigned personnel and for prompt return of credentials and vehicle passes for any employee who no longer requires access to the work site.

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2.1.2.3.6.4. Upon completion or termination of the service or expiration of the identification passes, ensure that all base identification passes issued to contractor employees are returned to the issuing office. The issuing office will verify all base identification passes have been returned and/or accounted for. The issuing office will forward a memorandum to the contractor individual authorized to sign request for base identification credentials indicating the badges and vehicle passes have been turned in. The DD Form 577 (signature card) for the contractor authorized requestor will be destroyed and the individual will no longer be authorized to sign

DD Form 1172 (Application for Uniform Service Identification Cards).

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

2.1.2.3.7. PASS AND IDENTIFICATION ITEM. The following pass and identification items are required for contract performance for employees and non-government owned vehicles:

2.1.2.3.7.1. DD Form 1172, Application for Uniformed Services Identification Card, (AFI 36-

3026(I)), Identification Cards for Members of the Uniformed Services, Their Eligible Family

Members, and Other Eligible Personnel.

2.1.2.3.7.2. AETC Form 58, Civilian Identification Card.

2.1.2.3.7.3. AF Form 2219 (series), Registered Vehicle Expiration Tab (AFMAN 31-116) Air

Force Motor Vehicle Traffic Supervision).

2.1.2.3.7.4. DD Form 2220, DoD Registered Vehicle and Installation Tab (AFMAN 31-116).

2.1.2.3.7.5. AF Form 1199, USAF Restricted Area Badge, or a locally developed badge.

2.1.2.3.7.6. AF Form 75, Visitor/Vehicle Pass (AFMAN 31-116). 2.1.2.3.7.7. DoD Common

Access Card (CAC), (AFI 36-3026V1_IP)

2.1.2.3.8. VISITOR GROUP SECURITY AGREEMENT (VGSA). Complete a long-term visitor group security agreement for service performance on base. This agreement outlines how the contractor integrates security requirements for contract operations with the Air Force to ensure effective and economical operation on the installation. The agreement includes:

2.1.2.3.8.1. Security support provided by the Air Force to the contractor includes; storage containers for classified information/material, use of base destruction facilities, classified reproduction facilities, use of base classified mail services, security badging, base visitor control, investigation of security incidents, base traffic regulations and the use of security forms and conducting inspections required by DoD 5220.22-R, National Industrial Security

Regulation, Air Force Policy Directive 31-6, Industrial Security, and Air Force Instruction 31-

601, Industrial Security Program Management, DoD 5200.1-R, Information Security

Program, and AFI 31-401, Information Security Program Management.

2.1.2.3.8.2. Security support requiring joint Air Force and contractor coordination includes packaging classified information, mailing and receiving classified materials, implementing emergency procedures for protection of classified information, security checks and internal security controls for protection of classified material and high-value pilferable property.

2.1.2.3.8.3. On base, the long-term visitor group security agreement may take the place of a

Standard Practice Procedure (SPP).

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2.1.2.3.9. UNESCORTED ENTRY TO RESTRICTED AREAS. When contractor employees require unescorted entry to restricted areas, the Air Force shall submit NAC investigations for contractor employees at no additional cost to the contractor. Contractor personnel need a favorably completed NAC investigation to qualify for unescorted entry to a restricted area. Comply with DoD 5200.2-R, Personnel Security Program and AFI 31-501, Personnel Security Program Management, requirements.

2.1.2.3.10. COMPUTER SECURITY REQUIREMENTS. Comply with AFI 33-202V1, Network and Computer Security, AFI 33-203V1 Emission Security ,AFI 33-200 Information

Assurance (IA) Management; applicable AFKAGs, AFIs, and AFSSIs for Communications

Security (COMSEC) and AFI 10-701, Operations Security (OPSEC). In addition to the above guidance, contractors processing classified information on government computer workstations or systems will comply with DoD 5200.1-R, Information Security Program, and AFI 31-401, Information Security Program Management.

2.1.2.3.11. REPORTING REQUIREMENTS. Ensure compliance with AFI 71-101, Volume-

1, Criminal Investigations, and Volume-2 Protective Service Matters. Report to an appropriate authority, any information or circumstances of which you are aware may pose a threat to the security of DoD personnel, contractor personnel, resources, and classified or unclassified defense information. Brief contractor employees upon initial on-base assignment and as required thereafter.

2.1.2.3.12. PHYSICAL SECURITY. Comply with base Operations Plans/instructions, Random Antiterrorism Measures (RAMS,) and local search/identification requirements for

FPCON procedures in areas controlled by contractor employees. Safeguard all government property including controlled forms provided for contractor use. At the close of each work period, secure government training equipment, ground aerospace vehicles, facilities, support equipment, and other valuable materials.

2.1.2.3.13. CONTROLLED/RESTRICTED AREAS. Implement local base procedures for entry to Air Force controlled/restricted areas where contractor personnel will work.

2.1.2.3.14. WIRELESS ELECTRONIC DEVICES: No cell phones, camera cell phones, cordless telephones, or wireless microphones, keyboards, or mice, wireless or Infrared Local

Area Networks (LANs), or devices are allowed in areas where classified information is discussed, briefed, or processed. “Area” refers to a room and/or to a space the size of a 3-meter radius sphere, centering on the classified source. In areas where classified information is discussed, briefed, or processed, wireless pointer/mice devices are allowed for presentations only. This is an acceptable EMSEC risk. Do not operate other wireless Personal Electronic

Devises (PEDs) not specifically addressed above, that are used for storing, processing, and/or transmitting information in areas where classified information is electronically stored, processed, or transmitted.

2.1.2.3.15. OPERATING INSTRUCTIONS. Adhere to the Air Force activity Operating

Instruction (OI) for internal circulation control, protection of resources and to regulate entry into Air Force controlled areas during normal, simulated and actual emergency operations.

2.1.2.3.16. KEY CONTROL. Adhere to the Air Force activity operating instruction control procedures to ensure keys issued to the contractor by the government are properly safeguarded and not used by unauthorized personnel. Do not duplicate keys issued by the

2-1-6 government (the only exception is the base locksmith). All government keys will be turned in at the end of employment or contract.

2.1.2.3.16.1. LOST KEYS. Report lost keys immediately to the Air Force activity that issued the keys. The contractor is responsible for the cost of replacing lost keys, re-keying, or lock replacement.

2.1.2.3.17. GOVERNMENT AUTHORIZATION: Ensure contractor employees do not allow government issued keys to be used by personnel other than current authorized contractor employees. Do not use keys to open work areas for personnel other than contractor employees engaged in performance of duties, unless authorized by the government functional director.

2.1.2.3.18. ACCESS LOCK COMBINATIONS. Access lock combinations are “For Official

Use Only” and will be protected from unauthorized personnel. Adhere to the Air Force activity operating instructions ensuring lock combinations are not revealed to unauthorized persons and ensure the procedures are implemented. The contractor is not authorized to record lock combinations without written approval by the government functional director.

2.1.2.3.19. SECURITY COMBINATIONS. Combinations to security containers, secure rooms, or vaults are classified information and must be properly safeguarded. Only contractor employees, who have the proper security clearance and need-to-know will be given combinations to security containers, secure rooms, or vaults. Contractor employees are responsible to properly safeguard combinations. Contractor employees will not record security containers, secure rooms, or vaults combinations without written approval by the government functional director. Contractors will not change combinations to security containers, secure rooms, or vaults without written approval by the government functional director.

2.1.2.3.20. SECURITY ALARM ACCESS CODES. Security alarm access codes are “For

Official Use Only” and will be protected from unauthorized personnel. Security alarms access codes will be given to contractor employees who require entry into areas with security alarms. Contractor employees will adhere to the Air Force activity operating instructions and will properly safeguard alarm access codes to prevent unauthorized disclosure. Contractor will not record alarm access codes without written approval by the government functional director.

2.1.2.3.21. FREEDOM OF INFORMATION ACT PROGRAM. Comply wi th D o D

Regulation 5400.7-R/Air Force Supplement, DoD Freedom of Information Act (FOIA)

Program, requirements. The regulation sets policy and procedures for the disclosure of records to the public and for marking, handling, transmitting, and safeguarding For Official

Use Only (FOUO) material. Comply with AFI 33-332, Privacy Act Program, when collecting and maintaining information protected by the Privacy Act of 1974 authorized by Title 10, United States Code, Section 8013. Remove or destroy official records only in accordance with the Air Force Records Disposition Schedule (AF RDS) in the Air Force Records

Information Management System (AFRIMS). Comply with the requirements of AFI 33-322, Records Management Program; AFMAN 33-363, Management of Records, and AFI 33-364, Records Disposition—Procedures and Responsibilities

2.1.2.4. TRAFFIC LAWS. Comply with all base traffic regulations. The local Federal

Magistrate has approved the use of a schedule of fines for minor offenses on base. This also

2-1-7 applies to contractors. Offenders may choose to either pay fines or appear in Federal Court.

2.1.2.4.1. CELLULAR PHONE OPERATION POLICY. The use of cellular phones while operating a motorized vehicle is prohibited on Maxwell-Gunter AFB. Drivers are authorized to use devices which allow their cellular phones to be operated hands-free. The device must not cover both ears. This policy applies to everyone driving on Maxwell-Gunter AFB.

2.1.2.4.2. HEALTHCARE. Healthcare provided at the local military treatment facility on an emergency reimbursable basis only.

2.1.2.5. PUBLICATIONS AND FORMS

2.1.2.5.1. Applicable publications and forms are listed in Appendix A of every service area. Publications listed as advisory are guides for the contractor and those listed as mandatory shall be followed to the extent necessary to meet requirements in this PWS.

Supplements, Operating Instructions, amendments, or other derivatives to listed publications

(contained in Appendices A) from any organizational level may be issued during the life of the contract and must also be followed if the publication (in Appendices A) are listed as mandatory. Stay current with publications and forms by reviewing and accessing them within 60 days after publication. Send monthly report to the GPM and ACO listing all contractual publications and forms that changed in the previous month. The report shall include the name and reference, a summary of the change(s), and state whether there is a cost increase, decrease or no change. Immediately implement those changes that result in a decrease or no change in the contract price and notify the ACO in writing of such change. Should a decrease in contract price result, provide a proposal for the reduction to the ACO. Before implementing any change that will result in an increase in contract price, notify the ACO of such change and submit in writing to the ACO, a price proposal within 60 calendar days following contractor review. The ACO and contractor shall negotiate the change into the contract under the provisions of the contract clause entitled “Changes”. Failure of the contractor to submit a price proposal within the 60 calendar days entitles the government to performance according to such change at no increase in contract price, unless the time requirement is waived by the ACO.

2.1.2.6. RECORDS MANAGEMENT. Records Management is life-cycle management

(creation, maintenance, storage and use, and disposition) of information. Ensure all official government-owned records received and created for the government are maintained in accordance with established Federal Records Act, Public Law 81-754,DoD and Air Force directives listed in Appendix A. i.e., AFPD 33-3, Information Management; DoDD 5015.2, DoD Records Management Program; DoDD 5100.3, Design Criteria Standard for Electronic

Records Management Software Applications. AFMAN 33-363, Management of Records

2.1.2.7. MAIL PROCESSING. Pick up contractor mail at Bldg 40 on Maxwell and distribute mail for your respective service areas. Control accountable mail.

2.1.2.8. COORDINATION ON VARIOUS PLANS/AGREEMENTS Review, provide input and resolve issues with various plans/agreements such as Host Tenant Support

Agreements (HTSAs), Inter-Service Support Agreements (ISSAs), Operations Plans

(Oplans), and Exercise Plans (ExPlans).

2.1.2.9. SPECIAL EVENTS: Provide all support requested from all service areas included

2-1-8 to special events. Examples of special events are Presidential Visits, Air Shows, Retirements, Change-of-Commands, Distinguished Visitors and Operational Readiness Inspections and

CORONAs. This support may include for example; overtime, signs, materials, or construction of stages.

2.1.2.10. LEGACY SYSTEMS: Mandatory Government database systems are listed within each applicable service area. Those systems must be kept up to-date and accurate.

When errors are found, regardless of who caused the error, corrections will be made within 15 days business days after notification.

2.1.2.11. MEETING SUSPENSES: Request for information may come from all levels of command. Respond to these requests for information within the timeline given with a courtesy copy sent to the COR for the functional area and the GPM. Provide timely reports, prepared and submitted as listed in Appendix D of all service areas. Suspenses for information requests, external taskers, and required reports are completed accurately and on time.

2.1.2.12. ENVIRONMENTAL MANAGEMENT FOR ALL SERVICE AREAS

2.1.2.12.1. Provide all requirements of each service area in an environmentally responsible manner and in accordance with federal, state, and local environmental laws and regulations.

Mandatory environmental publications applies to all service areas are listed in Service Area

11A.

2.1.2.12.1.1. In order to comply with federally mandated environmental preference programs and Department of Defense (DOD) “Green Procurement Program” (GPP) policy, Maxwell-

Gunter AFB requires the use of environmentally preferable products and services. These program elements include: recovered material products, energy and water efficient products, alternative fuels and fuel efficiency, bio-based products, non-ozone depleting substances, priority chemicals, and environmentally preferable products. These program elements are described on the Office of the Federal Environmental Executive (OFEE) website

(http://www.ofee.gov).

2.1.2.12.1.2. PRODUCTS AND MATERIALS: Provide custodial cleaning products in the performance of this PWS that meet as a minimum, Green Seal Product Standards

(http://www.greenseal.org/certproducts.htm). If it is determined that a product does not meet

Government performance requirements, submit a proposed alternative that would meet the performance requirements with the lowest environmental impact for evaluation and acceptance. For products that fall under the Environmental Protection Agency (EPA)

Comprehensive Procurement Guidelines (CPG) (http://www.epa.gov/cpg), meet the minimum recovered (recycled) content. Use bio-based products upon issuance of the bio-based product listing from the United States Department of Agriculture (USDA) (http://usda.gov). Purchase and use Energy Star or other energy-efficient items listed on the Department of Energy’s

Federal Energy Management Program (FEMP) Product Efficiency Recommendations product list.

2.1.2.12.1.3. ENVIRONMENTAL ISSUES. The Government acknowledges that the contractor has neither created, generated, nor contributed to the creation, generation or existence of any hazardous or toxic material, or any other type of environmental hazard, contamination, or pollution, whether latent or patent, or to the release thereof or the violation of any law or http://www.ofee.gov/ http://www.greenseal.org/certproducts.htm http://www.epa.gov/cpg http://usda.gov/

2-1-9 regulation relating thereto, at a project site prior to the date on which the performance of the services is commenced. In order to support the Air Force initiative to centralize environmental functions and activities, the Government reserves the right to remove the environmental requirements in part or whole from the contract.

2.1.2.12.1.4. Fines for Environmental/Safety/Occupational Health Violations: The contractor shall reimburse the Government for the cost of any environmental restoration undertaken by the Government to clean up releases caused by activities of the contractor or any of its subcontractors. Further, the contractor shall reimburse the Government for any civil or criminal fines or penalties levied against the Government for any environmental/safety/occupational health infraction caused by activities of the contractor or any of its subcontractors. The contractor is responsible for paying any fines levied against it by a regulatory agency (EPA, OSHA or NRC, etc.) that are a result of contract operations.

2.1.2.13. BASE EXERCISES: At times support will be required in any or all service areas during base exercises. Provide the required personnel in accordance with (IAW) exercise needs and base Operations Plans (Oplans). Provide augmentation personnel to assist

Contingency Support Directorate (CEX) in emergency/contingency situations to include wing exercises i.e., Emergency Management Support Team (EMST). Primary duty will be to assist

CEX in providing radiological monitoring in the event of a nuclear accident or Weapon of

Mass Destruction (WMD) incident involving nuclear radiological hazards, to include contamination control and decontamination if required.

2.1.2.13.1. Provide Subject Matter Experts (SMEs) for the Wing Inspection Team (WIT) as needed to support the Commander’s Inspection Program (CCIP) to inspect wing-wide performance and programs. Specific duties include providing inputs for scenario development, inspecting assigned areas/functions, evaluating scenarios, participating in hot washes and providing inputs to the inspection report. The WIT members assist the CCIP

Director in validating and verifying the Wing, Group and Squadron self-assessment program results. All WIT members will maintain proper training and certification requirements.

2.1.2.14. QUALITY MANAGEMENT (QM)

2.1.2.14.1. The QM strategy is grounded in the following precepts:

2.1.2.14.1.1. The relationship between the contractor and the government will be a collaboration committed to the mutual success of each party.

2.1.2.14.1.2. The performance incentive strategy is based on the concept whereby the government establishes Service Delivery Summaries (SDSs) and then validates the contractor’s achievement of those SDSs. When SDSs do not meet standards, the performance incentive is decremented by the value of that SDS as described in the Performance Incentive Clause.

2.1.2.14.1.3. The contractor will provide information collection and analysis tools to capture data required by the SDSs. All data will be available to the government without restriction.

2.1.2.14.1.4. The contractor will separately document all Quality Control (QC) and Quality

Assurance (QA) activities performed and make the records available to the government.

2.1.2.14.1.5. The contractor will implement QM approaches and methodologies described in contractor’s accepted proposal from source selection.

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2.1.2.14.1.6. Performs and documents inspections as required by Management Internal

Control Toolset (MICT) and provides results to government as requested. All Self-

Assessment Checklists (SAC) will be accomplished semi-annually to coincide with

Maxwell’s inspection schedule. When self-inspection checklists are modified or added to the

MICT the contractor will (re)accomplish the checklists IAW established Air Force guidance.

The contractor will enter all appropriate information into the MICT information system along with supporting documentation.

2.1.2.14.1.7. Provides program management and/or oversight of functional programs delineated in the PWS (e.g., Shelter Management, Flightline Drivers Training, Unit Training

Managers, IT Equipment Accountability, Facility Managers, Vehicle Control Officers, Supply

Account Custodians, etc.). Upon request, provides metrics and validation results to the

Inspector General (IG) to confirm program health.

2.1.2.14.1.8. Provide data and/or metrics used to report Air Force Common Output Level

Standards (AF COLS) as established by HHQ. AF COLs requirements can be found at https://cs1.eis.af.mil/sites/AFCOLS/Pages/Home.aspx.

2.1.2.14.2. Roles and Responsibilities: The contractor’s roles and responsibilities are as follows:

2.1.2.14.2.1. Executes Quality Control Plan (QMP).

2.1.2.14.2.2. Maintains separate Quality Control and Quality Assurance functions to evaluate

PWS requirements and performance objectives.

2.1.2.14.2.3. Ensures that non-conforming services are identified, corrected and the QMP is revised to prevent recurrence.

2.1.2.14.2.4. Recommends changes to the contract that will provide more effective operations or eliminate unnecessary costs.

2.1.2.14.2.5. Attends and participates in Performance Management Council (PMC) meetings.

2.1.2.14.3. Contractor’s Quality Management Programs: the contractor will be required to submit plans for how they will implement and conduct programs for quality management and customer complaints. The plan will include all content from the contractor’s source selection proposal.

2.1.2.14.3.1. Quality Management Plan (QMP). On the first day of the transition period, the contractor will submit a QMP to the GPM and ACO for review and acceptance. The QMP shall specifically address the contractor’s strategy to provide Performance Management, Quality

Assurance (QA), Quality Control (QC) and Quality Improvement. The plan must be comprehensive, detailed, and logical. Any changes after initial QMP submission shall require resubmission to the GPM and ACO for reacceptance.

2.1.2.14.3.1.1. The QMP will detail how the contractor will gather, manage, analyze, store, and report data used to calculate all performance outcomes (Service Summaries). Performance measures should be used in a real-time fashion and display trend information. The data collected by the contractor will support monthly, quarterly, semi-annual and annual performance reporting.

2.1.2.14.3.1.2. The contractor will use government legacy systems as the primary systems for https://cs1.eis.af.mil/sites/AFCOLS/Pages/Home.aspx

2-1-11 performance measurement data collection. The contractor may need to augment existing systems and tools for capturing and controlling performance measurement data and will make these systems available to the government at no additional cost. Performance measurement data will be non-proprietary. The government will have open access to any data collection, storage, or analysis system that contains performance measurement data.

2.1.2.14.3.1.3. The QMP will include as a minimum:

2.1.2.14.3.1.3.1. Organizational chart showing structure and lines of authority for the

Quality Management department to include: Performance Management, Quality Assurance, Quality Control and Quality Improvement. It must include the names and qualifications of the

Quality Manager, Inspectors and Auditors in a separate attachment.

2.1.2.14.3.1.3.2. Description of the duties, responsibilities, and authority, for the

Quality Manager, Quality Control (QC), Quality Assurance (QA), and Quality Improvement functions.

2.1.2.14.3.1.3.3. Description of the QA approach to evaluate the quality, accuracy, and timeliness of delivered PWS requirements, work processes and performance outcomes.

Description of QA methodology and tools used to identify, measure, analyze, and correct/prevent potential/actual performance deficiencies. Description of key QA policies and procedures that will be used to ensure product and service quality.

2.1.2.14.3.1.3.4. Description of the QC approach to inspect, detect and correct/prevent product/service deficiencies at the worker level. Description of QC methodology and tools used to monitor, measure, analyze, adjust, and implement actions to eliminate/correct non-conforming products/services. Description of key QC policies and procedures that will be used to ensure product and service quality.

2.1.2.14.3.1.3.5. Description of procedures to identify and prevent non-conformance and repeat defects.

2.1.2.14.3.1.3.6. Description of the Quality Improvement approach to identify opportunities to increase value to the customer and stakeholders by improving effectiveness and efficiency of processes and activities throughout the contract. Description of methodology and tools used to detect and eliminate sources of inefficiencies, re-work, errors, waste, and customer or stakeholder dissatisfaction. Describe key quality improvement policies and procedures that will be used to ensure product and service quality for quality improvement.

2.1.2.14.3.1.3.7. Sample of a Corrective Action Report (CAR). Any compliance inspection failure, outcome failure, or customer complaint will require a CAR. Each CAR will contain, as a minimum, the following information: 1) tracking number 2) original language for failure or complaint 3) root cause identification 4) corrective action 5) process to prevent reoccurrence, 6) estimated completion date and 7) GPM concurrence.

2.1.2.14.3.1.3.8. Descriptions o f h o w d o cu m en t a t i o n w i l l b e h an d l ed , i . e . , w o r k instructions, procedures, inspection results, audit results, action planning, process improvement, etc.

2.1.2.14.3.1.3.9. Description of how performance data will be handled, i.e., control, data collection, data sources, data capture systems, validation, analysis, storage, reporting, etc.

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2.1.2.14.3.1.3.10. Description of how the Management Internal Control Toolset (MICT) checklists will be incorporated into the contractor’s inspection program and will be completed at least semi-annually.

2.1.2.14.3.1.3.11. Description of how Air Force Common Output Levels Standards (AF

COLS) will be collected, tracked and reported.

2.1.2.14.3.1.4. QMP Acceptance Process. During the transition period, the government will review the QMP for acceptance. After the GPM and ACO accepts, but no later than the end of the entire transition period, the contractor will begin gathering data according to the QMP, creating the required performance measures, and using them to monitor contractor performance levels. Each performance measure has a performance standard established by the

SDS.

2.1.2.14.3.1.5. Quality Control (QC) and Quality Assurance (QA). The contractor is required to have separate QC and QA functions.

2.1.2.14.3.1.5.1. The QC function should focus mainly on inspection, detection, and correction of product and service defects. This function will operate at the lower levels of work and can be done by first and second line supervisors or separate QC staff.

2.1.2.14.3.1.5.2. The contractor will assign individuals as QC inspectors for each functional area. Each inspector must be an expert in the field with enough experience to determine non- conforming services and products. The contractor will forward the names and qualifications of their QC inspectors to the GPM and ACO prior to their placement into the positions. The positions must remain filled at all times.

2.1.2.14.3.1.5.3. The QA function should focus mainly on the QM and the proper delivery of PWS requirements and SDSs. The QA function should perform such tasks as auditing and evaluating of PWS processes (fulfillment of requirements, process improvement, and prevention of non-conformance) and validation of SDSs (proper delivery, data accuracy, successful outcomes, and corrective actions).

2.1.2.14.3.1.5.4. The contractor will assign individuals as QA auditors for each Service

Area Group (SAG). The auditor must have specific training and experience in the functional area. Additionally, they must have sufficient program knowledge and familiarity to determine if planned performance outcomes and customer satisfaction are being achieved. The contractor will forward the names and qualification of their QA auditors to the GPM and ACO prior to their placement into the positions.

2.1.2.14.3.1.5.5. All QM documentation will be published on a network accessible site.

CORs will have complete access to the information.

2.1.2.14.3.2. Contractor’s Customer Satisfaction Plan: On the first day of the transition period, the contractor will submit a Customer Satisfaction Plan to the GPM and ACO for acceptance.

During the transition period, the government will review the plan. After acceptance, but no later than the end of the entire transition period, the contractor will implement the plan. The plan should demonstrate the contractor’s ability to manage customer satisfaction and complaints while satisfying the criteria detailed below. In the plan, the contractor should clearly describe:

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2.1.2.14.3.2.1. The strategy that will be used to manage customer satisfaction issues, data, and plans.

2.1.2.14.3.2.2. The customer complaint process, including a strategy for validating, resolving, recording, filing, and controlling complaints.

2.1.2.14.3.2.3. The feedback/complaint tools and process – e-mail, paper, telephone, internet, kiosk, etc.

2.1.2.14.3.2.4. The analysis process to highlight factors driving performance.

2.1.2.14.3.3. Performance Management Process: The performance management process is comprised of several components:

2.1.2.14.3.3.1. Communicating Expectations. The performance management process depends upon free and open communications between the government and the contractor. Performance expectations for the service areas are delineated in the PWS and SDSs. The contractor will keep the government informed of the status of outside taskings and roadblocks to performance.

2.1.2.14.3.3.2. Validating Performance Outcomes and Data. The PWS contains a list of SDSs that describe outcomes and performance standards. Each SDS will have an individual metric worksheet that contains definitions, standards, and methods of calculation and validation. The metric worksheets will be provided to the contractor on the first day of the transition period.

2.1.2.14.3.3.2.1. The contractor QA/QC functions will validate performance outcomes and source data throughout each performance month and forward the results in a monthly report to the PMO. The CORs will perform separate validations and compare their results to the contractor’s. If there are differences in findings, the GPM will work with the contractor’s

Quality Manager to resolve the difference(s). The GPM will make a final determination and notify the contractor’s Quality Manager.

2.1.2.14.3.3.2.2. Prior to the transition period the government will provide the contractor an updated slate of outcomes and metrics that have been changed during the interim between the last request for proposals and the transition start date.

2.1.2.14.3.3.2.3. The government will provide the contractor with any known data sources for the performance measures. The contractor will collect and maintain the source data for all of the performance measures and make this data available to the government for validation.

2.1.2.14.3.3.3. Performance Measurement. SDSs are stratified into three categories with each category assigned a total number of Quality Performance Indicator points (QPI) that are available: Tier One Performance Outcomes (50 QPI pts), Tier Two Performance Outcomes

(30 QPI pts), and Compliance Metrics (20 QPI pts). Upon recommendation from the GPM and approval by the Functional Commander (FC), the Administrative Contracting Officer

(ACO) may unilaterally change the QPIs available to be earned by providing written notice to the contractor. Changes to the QPIs shall be effective on the first day following a full calendar month subsequent to an ACO notification to the contractor. Changes to the QPIs shall be limited to not more than 45 points during any consecutive three-month period.

2.1.2.14.3.3.3.1. Service Area Group (SAG). SAGs are administrative devices that allow the government to bundle similar functions into groups to compartmentalize performance.

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The SAGs are employed for metric reporting for performance outcomes, compliance, and customer satisfaction. The SAGs are as follows:

Airfield Support (AS): Airfield Mgmt, Transient Maintenance, Foreign Object Damage

(FOD), Static Displays, and Weather

Base-Wide Support (BWS): Human Resources, Community Services, and Resource

Mgmt

Civil Engineering (CE): Housing Mgmt, Operations and Maintenance, Space Mgmt, Emergency Mgmt, Engineering Services, Environmental, Energy and Utility Mgmt, Custodial, and CE Resource Mgmt

Information Technology (IT): Comm and Info Technology and Publishing Mgmt

Logistics (LG): Supply and Transportation

2.1.2.14.3.3.3.2. SDS Data. Throughout the month of performance the contractor will collect the metric data corresponding to each SDS as identified in the Metric Worksheets. Not later than the 15th business day following the month of performance they will deliver the monthly Performance Management Report (PMR) to the PMO. Each SDS will have a separate slide. The CORs will do data sampling throughout the month to validate the accuracy of the data used in the report. In some cases the SDS data is provided by the government CORs through evaluations, inspections, and reports. This information will be provided to the contactor not later than the 10th business day of the month following performance.

2.1.2.14.3.3.3.3. Performance Metrics (PM): PMs are the tools the government uses to evaluate the contractor’s performance against the PWS standards. There are three types of PMs in this contract: Tier One Outcomes, Tier Two Outcomes, and Compliance Metrics The government will provide a metric worksheet for each PM. The worksheets will contain a performance standard, a data system to be used, describe how the metric is produced, the calculation method, frequency of occurrence, and the government oversight methodology.

2.1.2.14.3.4. The GPM may unilaterally change metric worksheets for things such as data sources, oversight methodology, and inspection/validation frequency. Changes will take effect the 1st business day of the month following contractor notification.

2.1.2.14.3.4.1. The Government may unilaterally modify, delete, change, or replace PMs as the mission and priorities of Maxwell-Gunter evolve. Such changes will be approved by the GPM and will be limited to no more than 10% of the total number of PMs over any 3 month period.

The contractor will be notified at least 30 calendar days prior to implementing changes.

Changes will take effect the 1st calendar day of the month following 30 day contractor notification. This will not apply to metrics that are removed as a result of a descope or

PWS change. These changes will be effective on the date of the contract modification.

2.1.2.14.3.4.2. The GPM at his/her discretion may elect to suspend a performance metric(s) from the monthly calculation/reporting should the GPM determine that unanticipated factors unduly influenced the contractor’s performance, e.g., natural disaster, major accident, changes in data, data-capture software, or oversight methodology, etc.

2.1.2.14.3.4.3. Tier One Outcomes (T1O): T1Os are single SDS metrics that are used to measure the most important PWS outcomes. They are identified under the heading of “Metric

Type” in the metric worksheets. 50 QPI points will be distributed across all T1Os that are

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2.1.2.14.3.4.4. Tier Two Outcomes (T2O): T2Os are used to measure less important PWS outcomes. They are identified under the heading of “Metric Type” in the metric worksheets. 30

QPI points will be distributed across all T2Os that are completed each month.

2.1.2.14.3.4.5. Compliance Metrics (CM): There will be four CMs (CE, IT, LG, BWS).

Compliance Metrics are roll-ups of compliance inspections performed by CORs throughout a specific month. These metrics have been created to measure contractor compliance with directive publications listed in PWS Appendix “A” for all service areas (i.e., T.O.s, AFIs, DoDI, JFTR, NA, UFC, AFOSH stds, etc.). 20 QPI points will be distributed across all CMs that are completed each month.

2.1.2.14.3.4.6. CORs will develop inspection questions taken from directive publications on the contract and submit them to the PMO for addition to the compliance inspection database.

Most compliance questions will come from AETC and HAF Inspector General (IG)

Checklists and Self-Assessment Checklists (SAG).

2.1.2.14.3.4.6.1. All individual compliance inspections will be graded as Pass or Fail. At the end of every month inspection results will be sorted into the appropriate SAGs and pass rates will be established. Any individual compliance inspection that fails will be re-inspected the following month unless the contractor has submitted a CAR to the PMO with and approved Estimated Completion Date (ECD), in which case it will be re-inspected the month following the ECD. Repeat failures of compliance inspections in two consecutive months/inspections will automatically fail the SAG compliance metric for that month.

2.1.2.14.3.4.6.2. During the transition phase of the contract the PMO will provide the contractor an initial bank of compliance questions.

2.1.2.14.3.4.6.3. CORs will observe ongoing contracted operations for Detected Safety

Violations (DSVs), Unsatisfactory Conditions (UCs), or Technical Data Violations (TDVs).

These events, when detected, will carry an additional 0.5 percentage point penalty that will be counted against the associated SAG Compliance Metric.

2.1.2.14.3.4.7. The government believes the customer is in the best position to directly evaluate the contractor’s performance. Therefore, the government places a high degree of emphasis on soliciting and analyzing customer feedback. Customer satisfaction will be measured using a method(s) of feedback that can be analyzed. The contractor manages this process and shares results with the government.

2.1.2.14.3.4.7.1. Customer Complaints. All customer complaints will be taken seriously.

The government has several SDS items that use customer complaints as the measure of success. They are used to evaluate outcomes where the customer base is small or no quantitative measure could easily be developed. All complaints must be reported to the PMO as soon as they become available. The PMO will forward all valid complaints to the contactor as soon as possible. The government will use complaints to track trends and surface possible areas where the contractor needs to improve.

2.1.2.14.3.4.7.1.1. The contractor will ensure that a customer complaint process is well established and that they maximize their efforts to solicit feedback using all necessary methods at their disposal, such as: base paper, website, electronic feedback forms, email, open kiosk, etc.

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2.1.2.14.3.4.7.1.2. It is the contractor’s responsibility to manage the complaint process and resolve valid complaints. All valid customer complaints will require the contractor to fill out a

Corrective Action Report (CAR). Upon completion of a CAR a copy of the report will be forwarded promptly to the PMO. The CAR will contain all elements as discussed in paragraph above. All CARS will describe the root cause and corrective action for the complaint.