Performance Work Statement - Barrier Maintenance.pdf

7.1. Service Call Types. Service calls will be separated into two (2) categories: Emergency and Routine. The difference between Emergency and Routine is the on-site response time of six (6) hours for Emergency Service Calls versus twenty-four (24) hours or 10:00 a.m., local time, the next business day (whichever is greater) for Routine Service Calls. The Government reserves the right to take emergency or routine actions necessary utilizing its own resources to correct any situation that can cause injury, death, or property damage, or impede traffic flow or installation security.

7.1.1. Emergency and Routine Service Calls. Upon official notification by the Contracting Officer or COR via the contractor Hotline or other means, the contractor will have an appropriate Lead Technician contact the Government within two (2) hours to determine the scope of the problem and to attempt to resolve the situation over the telephone. If it is determined that the situation cannot be resolved via Telephone Support, the contractor will contact the Contracting Officer or COR and request a Service Call approval to dispatch a Lead Technician to the site.

The contractor can request the Contracting Officer provide the notice to proceed by telephone, text, or e-mail. The contractor will be proactive in pursuance of immediate repairs during Emergency/Routine Service Calls.

7.1.2. Emergency. The service call will be designated an emergency if a repair is required to correct a situation that can cause injury, death, or property damage, that can impede traffic flow at an Access Control Point ( example, an active vehicle barrier stuck in the upright position), or due to security threat levels.

7.1.2.1. Required Response Time: The Lead Technician will be on-site within six (6) hours from approval by the COR. The contractor will have 6 total hours (not man hours) to complete the troubleshooting, make the needed minor repairs (NTE $100 for parts per call based on the unit price of the parts/materials per the invoice/receipt) and/or system adjustments to return the barrier to operational status, or place the barrier into safe mode where traffic can operate over barriers safely until repairs can be completed. This is included in the FFP for Service Calls. If the barriers cannot be returned to operational status within six ( 6) hours and under the $100 minor parts threshold included in the FFP Service Call, the contractor (Lead Technician) will provide the COR with a repair plan before the contractor leaves the site. After leaving the site, the contractor will provide the repair plan's estimate and schedule for the proposed Service

Order (per PWS paragraph 8.2, Service Order) within forty-eight (48) hours of the Lead

Technician's visit unless otherwise negotiated at the Task Order level.

7.1.3. Routine. All other service calls will be classified as routine.

7.1.3.1. Required Response Time: The Lead Technician will be on-site within twenty-four (24) hours or by 10:00 a.m. (local time) the next business day (whichever is greater) starting from approval by the Contracting Officer. Within six (6) hours from arrival on-site, the Lead

Technician will complete the troubleshooting, make the needed minor repairs (NTE $100 for parts per call based on the unit price of the parts/materials per the invoice/receipt) and/or system adjustments to return the barrier to operational status, or place the barrier into safe mode where traffic can operate over barriers safely until repairs can be completed. This is included in the

FFP for Service Calls. If the barriers cannot be returned to operational status within six ( 6) hours and under the $100 minor parts/call threshold included in the FFP Service Call, the contractor

Lead Technician will provide the COR with a repair plan before the contractor departs from the site. After departing from the site, the contractor will provide the repair plan's estimate and schedule for the proposed Service Order (per PWS paragraph 8.2) within 48 hours of the Lead

Technician's visit unless otherwise negotiated at the Task Order level.

7.2. Service Order. Once the qualified Lead Technician arrives on-site and determines the extent of the repair required, the contractor will notify the Contracting Officer and the COR of the scope and cost of the repairs. If the repairs cannot be made within the time (six (6) hours or twenty-four (24) hours) or cost (NTE $100 for parts per call) limits of the Service Call per PWS

Sections 8.1.2 and 8.1.3, Emergency and Routine, the contractor will submit a Service Order for

Contracting Officer evaluation and approval. The official repair Service Order document will include the relevant facts and proposed costs for the situation (see the PWS Appendix D, Service

Order Template).

7.2.1. The contractor will be proactive in resolving repairs for the Service Order. For example, if the contractor knows a GRAB barrier was deployed and the shear pins need replacement, the

Lead Technician should travel to the Service Order, prepared to make the requisite repairs with known spare parts already in-hand or in-transit.

7.3. Additional In-Scope Work. Contracts for the performance of maintenance, modification, and repair of various items generally contain Additional In-Scope Work requirements.

Additional In-Scope Work requirements task the contractor to identify needed repairs and recommend corrective action during regular PM or during the performance of a Service Call. If identified, the contractor will submit a Service Order to the COR identifying the Additional In

Scope Work and, if appropriate, the Contracting Officer may authorize the contractor to proceed with the work. Additional in-scope work exceeding $10,000 will be in accordance with FAR

16.505(b)(l), Fair Opportunity. During performance of PM, or resulting from an

Emergency/Routine Service Call, unexpected equipment failures in excess of the minor repair parts allowance may be encountered. In this scenario, the contractor will notify the COR immediately.

When Additional In-Scope Work is required, the Contracting Officer may issue a modification

(Standard Form 30) to the Task Order using the appropriate ordering period's Additional In

Scope Work CLIN (X004). The Contracting Officer will evaluate and approve a Service Order to execute the Additional In-Scope Work identified by the contractor during scheduled PM or during the performance of a Service Call.

Additional In-Scope Work requests must be determined by the Contracting Officer to be within the scope of the basic IDIQ. All Additional In-Scope Work must be authorized prior to performance of the work, and the price of such work must be determined to be fair and reasonable and must be priced on a FFP basis by the Contracting Officer.