PWS_Test_Administrator_Computer_Support_30_Mar_2015.doc

Performance Work Statement (PWS)

For

Test Administrator and Computer/Technical Support Services

For

Joint Base Langley Eustis (JBLE)

30 March 2015 Table of Contents

Section 1

1.0. Scope of Work

2.0. General Information

3.0. Services Summary

4.0. Government Furnished Property, Equipment, Supplies and Services

5.0 APPENDICES

Appendix 1, Contractor Manpower Reporting Performance Work Statement (PWS)

Test Administrator and Computer/Technical Support Services

1.0. Scope of Work. The contractor shall provide all personnel, supervision, and management necessary for non-personal services in support of the Joint Base Langley-Eustis (JBLE) Base Training and Education Center (BTEC). Voluntary off-duty education programs to include administrative duties as assigned for Test Administrator and Computer/Technical Support Services.

1.1. Description of Services.

1.1.1. Test Administrator. The contractor Test Administrator shall be responsible for administering the following categories of tests to eligible military and civilian personnel and their dependents as authorized by Defense Activity for Non-Traditional Education Support (DANTES), Air Force Institute for Advanced Distributed Learning (AFIADL), Air Combat Command (ACC) and local regulations (NOTE: additional tests may be added as needed).

1.1.1.1. All DANTES-approved examinations to include, but not limited to: college entrance exams (American College Testing (ACT), Scholastic Aptitude Test (SAT)); tests for college credit (DANTES Subject Standard Tests (DSST)); professional certification exams (PRAXIS, Automotive Service Excellence (ASE)).

1.1.1.2. All AFIADL course examinations including, but not necessarily limited to, those for Career Development Course (CDC) end of course exams, Noncommissioned Officer Academy (NCOA, Senior Noncommissioned Academy (SNCOA), Squadron Officer School (SOS), Airman Leadership School (ALS), Air Command and Staff College, Air War College, Defense Language Apitude Battery/Defense Language Aptitude Practice, Air Force Scholastic Aptitude Battery/Air Force Classification Test, etc.

1.1.1.3. Tests requested to be administered by eligible personnel, such as correspondence courses and qualification/certification exams.

1.1.1.4. Any test required by the Air Force that is not normally administered through the local military Weighted Airmen Promotion System (WAPS) test control officer.

1.1.1.5. Tests shall be administered in accordance with instructions provided in testing handbooks, test examiner guides, and Test Control Officer (TCO)/Alternate Test Control Officer (ATCO) instructions to ensure no possibility of test compromise.

1.1.1.6. Air Force Instruction. Air Force Instruction 36-2649, Voluntary Education Program, para 5.2.4, specifies five (5) appointments must be scheduled per test session as a minimum requirement. The ESO or SESS will notify the Test Administrator NLT 48 hours prior to the scheduled session if it is to be cancelled due to the minimum requirement not being met. If both test sessions for a day are cancelled, the Technical/Computer support session will be cancelled as well.

1.1.1.7. Related Administrative Tasks. The following tasks are elements of performance in the non-personal services contract which must be performed in conjunction with and in addition to the actual test administration.

1.1.1.7.1. Check room prior to testing to ensure proper spacing between desks and that adequate lighting, heat, and air exist. Ensure testing office and testing room are kept in a condition conducive to good test performance, and that an adequate circulation of fresh air is available.

1.1.1.7.2. Withdraw all test exams from safe prior to start of each test session.

1.1.1.7.3. Require all examinees to present official Government issued photo identification to confirm their identity prior to allowing them to test.

1.1.1.7.4. Check test materials for marks/missing pages before issuing them to students.

1.1.1.7.5. Maintain official DANTES log for all tests, showing the individual’s name, the test title and the start and stop times for all test intervals. Ensure each student signs this log upon receiving his/her test and that all entries are complete and legible.

1.1.1.7.5.1. Instruct all examinees at the beginning of each session as follows:

1.1.1.7.5.2. Read carefully and follow instructions exactly as they are printed in the test booklet.

1.1.1.7.5.3. Adhere to any prescribed time limits. The contractor shall ensure that all time limits are adhered to and the examinee is aware of the time requirements for each test.

1.1.1.7.5.4. Review each answer sheet as it is submitted by the examinee to ensure proper completion.

1.1.1.7.5.5. Check each reusable answer booklet as it is returned for marks and erase them completely. Check all booklets for missing pages and enter the time they are returned in the test log.

1.1.1.8. Inventory contents of the safes (accountable DANTES and AFIADL materials) each time they are opened. Assist TCO/ATCO with weekly, monthly and quarterly inventories and with quarterly reports.

1.1.1.8.1. Complete safe and test office security forms at close of each test session. Ensure no money, supplies, forms, envelopes, inventories, brochures or booklets are stored in the safe.

1.1.1.8.2. Lock the safes and testing office doors and windows before leaving the testing office.

1.1.1.9. Prepare completed answer sheets, tests, checks/money orders, and any unused tests that may need to be returned, for mailing to the various testing agencies, according to the instructions for each type of test. All documents required for mailing shall be fully completed by the contractor, except for the TCO/ATCO signature, prior to final check and sealing by the TCO/ATCO.

1.1.1.10. Prepare DANTES order forms for TCO/ATCO signature and advise of any under/over- stocking of any test related item. Ensure adequate numbers of tests and answer sheets are maintained at all times based on prior usage patterns, student inputs and TCO recommendations.

1.1.1.10.1. Check DANTES exams upon receipt and enter test, serial and part numbers in the Air Force Automated Education Management System (AFAEMS) Test Inventory database, ensuring that entries are made no later than the first duty day after tests are received.

1.1.1.10.2. Identify all newly arrived AFIADL tests on the envelope, showing the name of the student, test identification number, date received, and expiration date. Enter all in-stock AFIADL tests into the data file in the established format. Contact the squadron training Non-Commissioned Officer (NCO) using the form provided within 5 working days to schedule CDC testing.

1.1.1.11. Inform TCO/ATCO immediately of any irregularities, which may represent the potential for a test compromise or complaint from a testing candidate.

1.1.1.12. Notify students when tests have arrived, first by email and later by phone, if needed.

1.1.1.13. Discard obsolete materials within 7 days of receipt of new publications and ensure dated exams are returned by expiration deadlines in accordance with (IAW) published guidelines.

1.1.1.14. Maintain the DANTES Examination Program Handbook (DEPH), ensuring currency of all test instructions and policies.

1.1.1.15. Maintain a file of special order tests and handle all follow-up associated with these tests.

1.1.1.16. Maintain statistical data related to test administration as required by Education Services Officer and assist with reports and PowerPoint slides as requested. Such data shall include, but not necessarily be limited to, monthly statistics on types of tests administered and to whom (by rank and service) and any additional test related data required for semi-annual and annual reports.

1.1.1.17. Maintain all documents and correspondence files in a neat and orderly manner. Separate files by calendar year. Contractor shall be responsible for making file labels and setting up the file for each new calendar year.

1.1.1.18. Process all necessary paperwork required for optimum operation of testing program.

1.1.1.19. Refer all questions on schedule changes or testing policy to the TCO/ATCO and all questions on interpretation or application of test results to the Base Training and Education Services (BTES) Team Chief or ESO.

1.1.1.20. Prepare and print advertisements regarding special testing (ASE, NTE, GRE, etc) for TCO or ATCO review and signature at least three (3) weeks before the test order deadline.

1.1.2. Computer and Technical Support.

1.1.2.1. Provide hardware and software system administration on all personal computers, servers, fax machines, switches, routers, printers and other peripherals critical to proper function of JBLE BTES technology systems.

1.1.2.2. Implement any new systems (software/hardware) as required by the ESO Education and Training Section (ETS) Chief . Set up new computers and other information systems in a timely manner to support improvement and maintenance of the BTES facility as well as personnel changes.

1.1.2.3. Provide all networking architecture recommendations and networking support to improve BTES network as directed by the ESO.

1.1.2.4. Establish procedures for safeguarding all critical data. Design back-up methodology to guarantee uninterrupted Base Education Office service to customers.

1.1.2.5. Develop tracking system (including all required documentation) to monitor all information systems. Establish diagram of facility with associated database to track fixes and implementation of information systems.

1.1.2.6. Provide for safe migration of important data from one system to another. Install and maintain Education Center primary database. Conduct upgrades to database and provide training to BTES personnel.

1.1.2.7. Provide recommendations to ESO for future planning and improvements to existing information systems structure.

1.1.2.8. Assist ESO in research and purchase of all information systems and components required to improve existing structure.

1.1.2.9. Provide for proper information security on all systems.

1.1.2.10. Train office personnel and appropriate contractors on software required for them to efficiently execute their jobs.

1.1.2.11. Perform any other critical system support as requested by the ESO or Supervisory Education Services Specialist (SESS) for successful operation of BTES technology.

1.1.2.12. Resolve Air Force Automated Education Management System technical problems.

1.1.2.13. Complete all assigned mandatory training given by the Air Force in a timely manner, and attend mandatory staff meetings as requested.

2.0 General Information.

2.1. Contract Manager. The contractor shall provide a contract manager and an alternate who shall be responsible for the performance of the work. These individuals shall have full authority to act for the contractor on all contract matters relating to the daily operation of this contract and shall be designated in writing to the Contracting Officer. The alternate contract manager shall act for the contract manager when the manager is absent. The contract manager and alternate contract manager shall have experience in management and supervision.

2.1.1.The contract manager or alternate shall be available within one (1) hour to meet on the installation with government personnel designated by the Contracting Officer during normal duty hours. After normal duty hours the manager or designated alternate shall be available within two (2) hours.

2.1.2 Hours of Work. The hours of operation are 7:00 A.M. to 4:00 P.M. Monday – Friday, excluding federal holidays, and at the government’s requests for services after normal duty hours.

2.1.2.1. Work Hours/Days. The government will determine the number of units (a pre-scheduled four hour block of time dedicated to providing the services identified in this Performance Work Statement) required each week and will notify the contractor with the intended schedule no later than 7 days prior to the designated work unit. It is estimated that four to five units will be required per week and that each unit will require 4 hours. The Education Services Officer (ESO) or Supervisory Education Services Specialist (SESS) may modify Service schedule according to changing program needs.

2.1.2.2. Special Requirement. The contractor must inform the ESO or SESS of anticipated absence from a scheduled unit at least 24-hours prior to scheduled absence except in emergency situations. Non-emergency leave of one (1) week or more must be scheduled with the ETS Chief or SESS at least three (3) weeks in advance. Scheduled leave may exceed two (2) weeks at a time with a maximum of four (4) weeks in one fiscal year. Should a contractor employee require more than four weeks within one fiscal year, it is the responsibility of the contractor to fill the position during this absence.

2.1.3 Base Closure Days. If the Base Commander determines the base is closed due to snow, hurricane, or Acts of God, the contractor shall reschedule work planned for this time.

2.1.4 Holidays. The contractor shall not be required to work any of the following federal holidays:

New Year’s Day (observed 1 January) Martin Luther King Jr’s Birthday, (observed the third Monday in January) President’s Day (observed the third Monday in February) Memorial Day, (observed the last Monday in May) Independence Day (observed 4 July or Federal Government observance date) Labor Day, (observed the first Monday in September) Columbus Day, (observed the second Monday in October) Veteran’s Day (observed 11 November) Thanksgiving Day, (observed the fourth Thursday in November) Christmas Day, (observed 25 December or Federal Government observance date)

2.1.4.1. If these holidays fall on Saturday, the preceding Friday shall be observed. If these holidays fall on Sunday, the following Monday shall be observed. If a holiday falls on a scheduled service day, the contractor shall be responsible for rescheduling work planned for this time.

2.1.5 Qualifications/Experience.

2.1.5.1 Required Skills. The contractor shall be responsible for providing Computer/IT personnel with expertise as follows:

2.1.5.1.1. 4-year technical degree or equivalent work experience, plus 1-3 years of experience in Technical Support or MIS in an Enterprise environment.

2.1.5.1.2. Ability to properly use all Microsoft Office tools including Knowledge Base (KB), internet and intranet resources.

2.1.5.1.3. Ability to search and understand KB articles to troubleshoot customer issues.

2.1.5.1.4. Demonstrated technical competence with:

a. Office Communicator Server (OCS) Release 2

b. Structured Query Language (SQL) Server

c. Microsoft Certified Solutions Associate (MCSA) or Microsoft Certified Solutions Expert (MCSE Certification a Bonus

d. Remedy Help Desk

2.1.5.1.5. Security + (DoD 8570 minimum requirement needed for admin privileges on network).

2.1.5.1.6. Advanced knowledge of using wireshark to isolate/troubleshoot user/base outages.

2.1.5.1.7. Advanced knowledge of Group Policy Objects (Governmentt pushes client settings via this method).

2.1.5.2. Required Skills. The contractor shall be responsible for providing Test Administrator personnel with expertise as follows:

2.1.5.2.1. 4-year accredited degree.

2.1.5.2.2. Ability to properly use all Microsoft Office tools, internet, and intranet resources.

2.1.5.2.3. Possess strong organizational skills with emphasis on protecting Personally Identifiable Information (PII) as well as other sensitive information.

2.1.7. Performance of Services During Crisis Declared by the National Command Authority or Overseas Combatant Commander. According to Department of Defense Instruction (DoDI) 3020.37, Continuation of Essential DoD Contractor Services During a Crisis, and the AF implementation thereof, unless otherwise directed by an authorized government representative, it is determined that the requirements under this PWS are non-essential and 7 therefore shall not be performed during a crisis.

2.1.8. English Language Requirement. Personnel shall read, understand, speak, and write English fluently.

2.1.9. Orientation. The contractor shall ensure that all contractor personnel participate in the orientation procedures for newly assigned personnel to include regulations specific to their professional specialty.

2.1.10. Communication. Contractor personnel shall maintain open and professional communication with members of the 633d Force Support Squadron (633 FSS) staff. Complaints validated by the COR will be reported in writing to the Contracting Officer and the contractor for action. Failure of the contractor to correct validated complaints raised by the 633 FSS staff and the Contracting Officer will be considered a failure to perform.

2.1.11. Identification Badge. Contractor personnel shall display a contractor badge at all times and in plain view.

2.1.12. Appearance. Contractor personnel shall present a professional, conservative, and neat appearance. Contractor personnel shall report for duty in a professional manner, in appropriate attire and having complied with socially acceptable standards of personal hygiene.

2.1.12.1. While on duty, contractor personnel shall be neat and clean (free from visible dirt and stains), well groomed and appropriately dressed. The personnel’s clothing shall fit correctly to provide a professional, modest appearance, in keeping with normally accepted community standards of dress for the work being performed.

2.1.12.2. Facial hair (including beards, mustaches, and sideburns) shall be controlled (restrained) or trimmed. It shall not interfere with safe work practices, look unkempt, or be unclean.

2.1.13. Data Integrity. Data pertaining to other contracts and services may reside on Information Technology (IT) systems utilized or accessed by contractor personnel. Contractor personnel shall in no way divulge any information or use this information for their gain. The contractor shall notify the Contracting Officer’s Representative (COR) of any potential conflicts of interest.

2.1.14. Conflict of Interest. The contractor shall not employ any person who is an employee of the United States (US) Government if the employment of that person would create a conflict of interest. The contractor shall not employ any person who is an employee of the Department of the Air Force, either military or civilian, unless such person seeks and receives approval in accordance with DoD Directive 5500.7 and Air Force policy. If prior military, must have been discharged under honorable conditions with no administrative discharge actions taken against them.

2.1.15. National Agency Check (NAC). As a minimum, contractor personnel shall successfully complete a NAC before beginning work on this contract. Requests for personnel hired at the beginning of the contract shall be submitted to the government not later than thirty (30) working days from the contract start date. Upon contract award, initial employee NACI requests shall be submitted not later than 15 days prior to the beginning of the base period of performance. Requests for personnel hired subsequent to the contract start date shall be submitted to the government not later than five (5) workdays from the contractor personnel’s first duty day. Contractor personnel receiving unfavorable NACs shall not be employed. The government will submit requests for investigations on AF Form 2583, Request for Personnel Security Action, at no additional cost to the contractor. The contractor shall comply with the requirements of DoD 5200.2-R, Personnel Security Program, and AFI 33-119, Electronic Mail (E-Mail) Management and Use.

2.1.15.1. Contractor personnel shall bring the original Standard Form 85P (Public Trust Form) with them when in-processing. The form should be completed and contain their start date under this contract; however it should not be signed.

2.1.15.2. Reporting Requirements. The contractor shall comply with the requirements of Volume 1, AFI 71-101, Criminal Investigations, and paragraph 1.1 of Volume 2, Protective Service Matters. Contractor personnel shall report to an appropriate authority any information or circumstances of which they are aware that may pose a threat to the security of DoD personnel, contractor personnel, resources, and classified or unclassified defense information. The contractor personnel’s immediate supervisor shall brief him/her upon initial on-base assignment and as required thereafter.

2.1.16. Security Requirements for Unclassified Contracts.

2.1.16.1. Listing of Personnel. The contractor shall maintain a current listing of personnel. The list shall include the employee’s name, social security number and level of security clearance. The list shall be validated and signed by the company Facility Security Officer (FSO) and provided to the sponsoring agency’s Security Manager, the COR, and the Contracting Officer (CO). An updated listing shall be provided when an employee’s status or information changes.

2.1.17. Physical Security and Access. The contractor shall ensure the pass and identification items required for contract performance are obtained for personnel and non-government owned vehicles. Base identification badges and/or car decals will be furnished by installation security for each contractor personnel upon presentation of evidence of assignment to this task.

2.1.17.1. Contractor Passes (Applies if contractor personnel will not be issued CAC cards). The contractor shall coordinate with the COR for the processing of contractor base passes. The contractor shall provide the COR the following documentation:

2.1.17.1.1. Full Name,

2.1.17.1.2. Gender

2.1.17.1.3. DOB

2.1.17.1.4. Sponsor

2.1.17.1.5. Contractor Company Name

2.1.17.2. Common Access Card (CAC). The government will provide contractor personnel with a CAC for performance of services. Personnel must be United States (U.S.) citizens in accordance with (IAW) Air Force Instruction (AFI) 36-3026 in order to obtain a CAC.

2.1.17.2. Vehicle Passes (Applies if contractor personnel will not be issued CAC cards). The contractor shall ensure the following pass and identification items required for contract performance are obtained for contractor and non-government owned vehicles:

2.1.17.2.1. DD Form 1172, Application for Uniformed Services Identification Card, if applicable.

2.1.17.2.2. AF Form 2219 (series), Registered Vehicle Expiration Tab.

2.1.17.2.3. DD Form 2220, DoD Registered Vehicle and Installation Tab.

2.1.17.2.4. AF Form 75, Visitor/Vehicle Pass.

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

2.1.18. Retrieving Identification Media. The contractor shall retrieve all identification media, including vehicle passes from personnel who depart for any reason before the contract expires;

e.g. termination for cause or convenience, retirement, etc.

2.1.18.1. The contractor shall return all identification media to the 633D Security Forces Squadron Pass & ID Office upon completion/termination of the contract, as appropriate.

2.1.19. Traffic Laws. The contractor shall comply with the installation traffic code as specified in Virginia State Law and Langley Air Force Base (LAFB) Instruction 31-204, Rules of the Road (current edition).

2.1.20. Weapons, Firearms, and Ammunition. Contractor personnel are prohibited from possessing weapons, firearms, or ammunition, on themselves or within their contractor-owned vehicle or privately-owned vehicle while on any AF base.

2.1.21. Physical Security. The contractor shall safeguard all government property, including controlled forms provided for contractor use. At the close of each work period, government equipment, facilities, and squadron assets and materials shall be secured.

2.1.21.1. Entry Procedures to Controlled/Restricted Areas. The contractor shall implement local base procedures for entry to AF controlled/restricted areas where contractor personnel will work.

2.1.21.2. Key Control. The contractor shall establish and implement key control procedures in the Quality Control Plan (QCP) to ensure keys issued to the contractor by the government are properly safeguarded and not used by unauthorized personnel. The contractor shall not duplicate keys issued by the government.

2.1.21.3. Lost Keys. Lost keys shall be reported immediately to the Contracting Officer and the COR. The government replaces lost keys or performs re-keying. The total cost of lost keys, re- keying or lock replacement shall be deducted from the monthly payment due the contractor.

2.1.21.4. The contractor shall ensure its personnel do not allow government issued keys to be used by personnel other than current authorized contractor personnel. Contractor personnel shall not use keys to open work areas for personnel other than contractor personnel engaged in performance of their duties, unless authorized by the ESO or Facility Manager.

2.1.21.5. Lock Combinations (If Applicable). The contractor shall control access to all government provided lock combinations to preclude unauthorized entry. The contractor is not authorized to record lock combinations without written approval by the government. Records with written combinations to authorized secure storage containers, secure storage rooms, or certified vaults, shall be marked and safeguarded at the highest classification level as the classified material maintained inside the approved containers.

2.1.22. Contractor Furnished Items and Services. Except for those items or services specifically stated in Section 4 of this PWS to be government-furnished, the contractor shall furnish everything required to perform this contract in accordance with all of its terms. It is the contractor’s responsibility to ensure contractor personnel are familiar with and understand the contents of this PWS as well as the company’s handbooks/handouts, etc. prior to beginning work.

2.1.23. Performance Evaluation Meetings. The Contracting Officer will require the contractor to meet with the Contracting Officer, contract administrator, FAC, and other government personnel as often as deemed necessary. The contractor may request a meeting with the Contracting Officer when deemed necessary. Meetings will be documented in the contract file with written minutes signed by the contractor and the Contracting Officer. Should the contractor not concur with the minutes, such non-concurrence shall be provided in writing to the Contracting Officer within ten (10) calendar days of receipt of the minutes.

2.1.24. Smoking in Air Combat Command (ACC) Facilities. Contractors are advised that the ACC Commander has placed restrictions on the smoking of tobacco products in ACC facilities. AFI 40-102, Tobacco Use in the Air Force (current edition), outlines the procedures used by the commander to control smoking in our facilities. Contractor personnel and visitors are subject to the same restrictions as government personnel. Smoking is permitted only in designated smoking areas.

2.1.25. Processing Procedures. Upon completion of contract or when contractor personnel leave this requirement, an out-processing checklist shall be required to be completed. Out- processing shall include but is not limited to personnel returning their CAC (if applicable) to the issuing authority, as well as the turning in of any personally issued government items and keys (if applicable) to the facility manager. If these items are not returned, the government reserves the right to withhold payment until items have been received.

2.1.26. Termination. Contract may be terminated IAW the termination clauses contained within this contract.

3.0. Services Summary (SS).

The contract service requirements are summarized in performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimally acceptable levels of service required for each requirement. The SS and the contractor’s Quality Control Plan provide information on contract requirements, the expected level of contractor performance and the expected method of government surveillance and confirmation of services provided. These thresholds are critical to mission success. Procedures as set forth in the Federal Acquisition Regulation (FAR) 52.212-4 (a), Contract Terms and Conditions - Commercial Items, Inspection/Acceptance, will be used to remedy all deficiencies. The absence of any contract requirements from the SS 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.‖ The government has the right to inspect all services required in the contract.

Customer Complaint

Customer Complaint

Customer Complaint

Customer Complaint

Customer Complaint

3.1. Performance Evaluation. The purpose of the Services Summary is to define performance evaluation and payment procedures. The Performance Objective (column 1) describes what the government will survey. Performance of a service will be evaluated to determine whether or not it meets the Performance Threshold (PT) of the contract. When the PT is exceeded, the COR will document the file with a Corrective Action Report (CAR) or a Performance Assessment Report (PAR) and forward these documents to the Contracting Officer for his determination if further action is necessary.

3.1.1. The government will periodically evaluate the contractor’s performance by appointing a representative(s) to monitor performance to ensure services are received. The government representative will evaluate the contractor’s performance through inspections of reports and contractor services documentation. The government may inspect each task as completed or increase the number of quality assurance inspections if deemed appropriate because of repeated failures or because of repeated customer complaints. Likewise, the government may decrease the number of quality assurance inspections if performance dictates. The government COR will make final determination of the validity of customer complaint(s).

3.1.2. If any of the services do not conform to contract requirements, the government may require the contractor to perform the services again in conformity with contract requirements at no increase in contract amount. When the defects in services cannot be corrected by re- performance, the government may:

3.1.2.1. Require the contractor to take necessary action to ensure that future performance conforms to contract requirements; and

3.1.2.1. Reduce the contract price to reflect the reduced value of the services performed.

3.1.3. Failing to meet the performance threshold as outlined in the SS for any of these performance objectives in any one month period shall result in an immediate Progress Meeting with the Multi-functional Team. Failing to meet the performance threshold as outlined in the SS of these performance objectives in any combination for any two, or more consecutive or non- consecutive months during a contract period shall constitute a warning or Letter of Concern from the Contracting Officer. All remedies shall be in accordance with the FAR 52.212-4 (a), Contract Terms and Conditions - Commercial Items, Inspection/Acceptance.

3.2. Quality Control. The contractor shall develop and maintain a quality control program to ensure services are performed in accordance with this contract and PWS. The contractor shall develop and implement procedures to identify and prevent non-performance and continual repeat of defective service. A written Quality Control Plan (QCP) shall be submitted to the contracting officer for review and feedback. The plan shall be submitted no later than 10 working days after award. The plan shall specifically address the contractor’s strategy to provide quality workmanship, continual process improvement and for correcting deficiencies as required.

3.3. Quality Assurance. The government shall inspect and evaluate the contractor’s performance to ensure services are received in accordance with requirements set forth in this contract. The COR shall inspect by watching actual task performance, physically checking an attribute of the completed task, checking management information reports, investigating customer complaints, conferring with facility managers, or otherwise inspecting the task or its results to determine whether or not performance meets the standards contained in this PWS. The COR will record surveillance results. Results of the surveillance then become the official Air Force record of the contractor’s performance. When a performance threshold has not been met or contractor performance has not been accomplished, the COR will initiate a Corrective Action Report (CAR) or Performance Assessment Report (PAR), and provide the Contracting Officer a Contract Discrepancy Report (CDR) for issuance to the contractor. The contractor shall respond to the CDR IAW instructions provided and return it to the Contracting Officer within 10 calendar days of receipt.

3.4. Surveillance Methods.

3.4.1. Periodic Surveillances. This method requires the COR to employ a ―spot check style of evaluation based on the contractor’s schedule. Periodic surveillances will be conducted on a scheduled basis (daily, weekly, monthly, quarterly, semi-annual or annually) and may be adjusted, based on quality trends. Any unsatisfactory inspection (defect) result shall be recorded, and the contractor shall re-perform the service after notification by the COR.

3.4.2 Customer Complaint. This method requires the customer to fill out a locally generated form provided by the COR or Contracting Officer. The COR will verify the complaint and notify the contractor of valid complaints. The contractor shall acknowledge the complaint within 2 hours and inform the COR of his recommendation. Any deficiency shall be documented and the contractor shall re-perform service immediately, if appropriate, or within 24 hours at no increase in contract amount. The contractor shall respond to the Customer Complaint in accordance with the instructions provided and return it to the Contracting Office within 5 calendar days of receipt. Any unsatisfactory inspection identified but re-performed acceptably shall still be counted as an unsatisfactory inspection.

3.5. Periodic Progress Meetings. The Contracting Officer, Functional Commander, COR, or other government personnel as appropriate, and the contractor shall periodically meet to discuss the contractor’s performance. The following issues shall be discussed: opportunities to improve the contract; any modifications required of the contract; unsatisfactory inspections and trends against each performance objective; observed positive performance and steps taken by the contractor to prevent unsatisfactory occurrences in the future. The contractor shall provide a summation of unsatisfactory inspections and customer complaints and provide insight into any identified trends.

3.5.1 The minutes of these meetings will be reduced to writing, signed by the Contracting Officer and any other signatures as deemed appropriate, and distributed to the functional area and the contractor. Should the contractor not concur with the minutes, the contractor will provide a written notification to the Contracting Officer identifying areas of non-concurrence for resolution.

4.0. Government Furnished Property, Equipment, Supplies and Services.

4.0.1. The government will provide access to the Education Office under appropriate security provisions, equipment and technical information necessary in support of this requirement.

4.1. Government Furnished Equipment

4.1.1 The government will provide a desk, telephone and voicemail service for internal and external communications required in support of this requirement, in addition to the Wide Area Network (WAN)/Local Area Network WAN) connection or as a minimum an additional analog telephone line for accessing the internet.

4.2. Government Furnished Services.

4.2.1. Telephone Service. The government will provide telephone service. Use of government- supplied telephone is provided solely for official use government business and shall not be used to transact personal business by contractor personnel.

4.2.2. Refuse Collection. The government will provide established refuse collection service at pre-established pickup locations. It is the responsibility of contractor personnel to transfer refuse from their work area to the predetermined pickup locations.

4.2.3. Custodial Services. The government will provide established restroom cleaning services at pre-established intervals. The contractor is required to maintain their work area(s) in a clean, neat and professional manner conducive with the type of work being performed.

4.2.4. Utilities. The government will furnish electricity, water and sewage services as necessary for accomplishment of work in accordance with this contract.

4.2.4.1. Utility Conservation. The contractor shall adhere to all base level utility conservation practices or requirements. The contractor shall be responsible for operating under conditions that prevent waste of utilities.

4.2.3. Security, Fire and Medical Services. The government will provide police and fire protection. In the event of a medical emergency, base ambulance services for transporting an injured employee to a local hospital is available on a cost reimbursement basis.

4.2.4. Electronic Mail Service/Local Area Network (LAN) Connectivity. The government shall provide electronic mail and LAN capability to facilitate communications with government personnel and the ability to retrieve required information. The existing government furnished property computers, and hardware may be utilized by the contractor.

4.2.5. Base Distribution. The contractor shall use the Base Information Transfer System (BITS) for mail services. It is limited to official government mail.

APPENDIX 1

CONTRACT MANPOWER REPORT

1. CONTRACTOR MANPOWER REPORTING. The Contractor shall provide a Contractor manpower report IAW the SAF/AQ, 13 Nov 12 Letter, Implementation of FY11 NDAA Section 8108, Contractor Inventory. Contract Manpower Report should contain the following:

2. AUTHORITATIVE REFERENCE. SAF/AQ Letter 13 Nov 12 (Implementation of FY11 NDAA Section 8108, Contractor Inventory.

3. FORMAT. Format shall be narrative as determined by the Contractor.

4. CONTENT. The report shall include the following:

“The Contractor shall report ALL Contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the Base Training & Education Center, Computer/Technical and Testing Administrator Support Services via a secure data collection site. The Contractor is required to completely fill in all required data fields at http://www.ecmra.mil.

Reporting inputs will be for the labor executed during the period of performance for each Government fiscal year (FY), which runs 1 October through 30 September. While inputs may be reported any time during the FY, all data shall be reported no later than 31 October* of each calendar year. Contractors may direct questions to the CMRA help desk.”

*Reporting Period: Contractors are required to input data by 30 September of each year.

Uses and Safeguarding of Information: Information from the secure web site is considered to be proprietary in nature when the contract number and Contractor identity are associated with the direct labor hours and direct labor dollars. At no time will any data be released to the public with the Contractor name and contract number associated with the data.

User Manuals: Data for Air Force service requirements must be input at the Air Force CMRA link. However, user manuals for Government personnel and Contractors are available at the Army CMRA link at http://www.ecmra.mil.