Attachment_1_PWS_IT_CSSR_Kadena_29_Jun_18.doc

PERFORMANCE WORK STATEMENT

FOR

Information Technology (IT) Help Desk Customer Support Service Representative (CSSR)

18 MDSS

Kadena Air Base, Japan

June 28, 2018 Contents Page #

21. DESCRIPTION OF SERVICES.

2. SERVICES SUMMARY.

10-11

113. GOVERNMENT PROVIDED PROPERTY AND SERVICES.

114. QUALITY ASSURANCE.

175. INSURANCE:

186. TRAINING.

187. PUBLICATIONS.

198. CONTRACTOR PERSONNEL

21ACRONYMS AND ABBREVIATIONS LIST

23APPENDIX A

23ESTIMATED WORKLOAD DATA

24APPENDIX B

24GOVERNMENT PROVIDED PROPERTY/SERVICES/EQUIPMENT

1. DESCRIPTION OF SERVICES.

To provide one full time equivalent Information Technology (IT) Help Desk Customer Support Service Representative (CSSR) within the 18 MDSS Systems Flight. The CSSR shall provide services for the 18th Medical Group, also referred to as the "medical treatment facility" (MTF) herein.

1.1. BASIC SERVICES.

Provide basic and intermediate network, software, and help desk support services to the MTF. Assist with asset management to include: inventories, system deployments, and Defense Reutilization Management Office (DRMO) related tasks, telephone control officer alternate duties.

1.1.1. The CSSR shall provide services at the following location in the MTF:

One (1) help desk technician, Systems Flight

1.2. HELP DESK SUPPORT.

1.2.1. The CSSR shall provide help desk support to in accordance with MDG policies and directives. Specifically, all tickets are categorized by priority and as such require a response within a predetermined timeframe. Generically, the CSSR shall have the ability to diagnose and fix the majority of all common user problems related to the desktop computer. The ability to diagnose network connectivity problems and ability to fix the majority that are related to personal computer (PC) configuration. The ability to diagnose and repair the majority of all common office automation software problems. Can install a “fresh” operating system load and edit registry/user permissions to satisfy all security requirements. The ability to manage Windows 10 desktops. Ability to use and teach the MS office automation software. The ability to update inter and intranet web pages using a variety of software packages, but mostly SharePoint. Will be responsible for answering the front desk phone for customer support.

1.2.2. BASIC Network, software and help desk support. The CSSR’s personnel are required to have a thorough working knowledge of Windows 10 based Intel computer systems, anti-virus protection, electronic mail, hardware and software installation and repairs, application support, data communication functions and training. Additional skills should include a working knowledge of basic network connectivity and the ability to troubleshoot basic network access issues. A basic working knowledge of systems BIOS, ATA hard drives, controllers, video cards, and motherboards is required. Additionally, expertise in peripherals such as printers, scanners, keyboards, optical mice, video-conferencing equipment, and other related devices is required. Duties shall include, but are not limited to:

1.2.2.1. Installs computer hardware and all software that MTF users utilize (such as, but not limited to AHLTA software troubleshooting/updates). Extensive knowledge of standard off-the-shelf personal computer hardware and Microsoft Windows based software is required.

1.2.2.2. Performs basic troubleshooting and maintenance of computer hardware to include replacement and installation of hard drives, CD/DVD drives, expansion boards, network cards, etc. TCP/IP configuration, network adapters/cards, 10/100/1000Base-T network wiring.

1.2.1.3. Provides basic assistance to hospital staff members in the use of Microsoft Windows, network/workstation software and applications software.

1.2.2.3. Maintains official records of computer equipment to include repair history and inventory.

1.2.2.3.1. All equipment will be tracked using SharePoint and kept up to date.

1.2.2.4. The CSSR may be required to independently move or lift and place computer equipment weighing up to 50 lbs.

1.2.2.5. Maintains compliance with Cyber Security Liaison (CSL) training and duties to perform computer account management functions, as well as any requests in association to these duties.

1.2.2.6. Assists with deployment of computers and printers, related to or unrelated to annual tech refresh.

1.2.2.7. TCO/PWCS troubleshooting and coordinating duties relating to PDAs, IPhones, and basic LAN lines troubleshooting, voicemail set up and coordination with Base Comm Telephone Control Officer.

1.2.2.7.1. CSSR must keep continuity binder up to date and ready for staff assisted visits (SAVs) and inspections.

1.2.2.8. Coverage of the front desk emergency phone line/customer intake. Other customer service responsibilities such as assisting with new user account requests and access to drives.

1.2.2.8.1. CCSR will be able to assist in disposing of user account documents 6 months after a member has out-processed the 18 MDG.

1.3. SPECIAL REQUIREMENTS.

1.3.1. Attend weekly flight meeting and provide updates. In addition, provide coverage for

MTF during wing Exercises and training days when military technicians cannot be present.

1.3.2. Keep and maintain a CSSR continuity binder.

1.3.3. INTERMEDIATE Network, software and help desk support. The CSSR shall assist in basic to intermediate-level administration, utilize DRA, Remedy, MHS Remedy, and the MESD; perform maintenance and troubleshooting of the MTF TCP/IP network; assist in basic to intermediate-level administration, maintenance, and troubleshooting of MTF client PCs; assist in the basic to intermediate-level development and administration of the Units site on the Air Force Portal; assist in training of MTF personnel; assist in the determination of information technology requirements; assist in telephony-related projects; lead and/or assist in other Information Services projects.

1.3.4. PRIORITIZATION. Currently Help Desk trouble tickets are categorized by priority and require response within the time allocated on locally developed policy letter.

1.4. ASSET MANAGEMENT. The CSSR shall assist with maintaining the accountability of IT assets within the MTF and will be conducted quarterly. When replacing equipment, the CSSR shall coordinate with the Equipment Custodians (EC) to ensure hardware records are updated to reflect the assets location. Furthermore, the CSSR shall assist with asset inventories, system deployments, and DRMO related tasks.

1.5. PROCEDURE GUIDANCE. The CSSR shall not introduce services other than those included herein without prior recommendation to, and approval of, the Contracting Officer (CO). If the scope of the contract is changed by new services, the CO prior to implementation will incorporate the change into the contract.

1.6. DOCUMENTATION. The CSSR shall utilize the Help Desk trouble ticket application to document their work in accordance with established guidelines.

1.7. TRAINING REQUIREMENTS. CSSR will be required to meet all training requirements as determined by the MTF, to include Health Insurance Portability and Accountability Act training, at no cost to the CSSR.

1.7.1. CSSR must complete annual training for Telephone Control Officer (TCO), Automated Data Processing Equipment (ADPE) and CSL programs.

1.8. CERTIFICATIONS. The CSSR must be either a certified Client Support

Administrator (CSA) or able to pass the CSA test without additional training. A+ certification is mandatory. Other computer related professional certifications (such as Network + or Security +) are desired. CEUs will need to be maintained in accordance with CompTIA. An inability to maintain this certification will render the CSSR incapable of performing duties and will lead to termination of contract in accordance to DoD 8570.

1.9. MEDICAL SPECIFIC REQUIREMENTS. Because the work environment is inside the MTF, there are unique immunization/health requirements. The CSSR will be required to meet these requirements as determined by the MTF, at no out of pocket cost to the CSSR where feasible, and where not, the government for costs associated with meeting these requirements will reimburse the CSSR.

1.10. COMMUNICATION. The CSSR shall ensure they maintain open and professional communication with members of the MTF. Complaints validated by the Functional Representative Evaluator Designee (FRED) and Contracting Officer Representative (COR) shall be reported in writing to the CO for action. Failure of the CSSR to correct validated complaints cited by the MTF staff and the CO will be considered a failure to perform.

1.11. SUPPLIED EQUIPMENT. The government shall provide equipment on a shared basis. To include but not limited to the following equipment: computers, workspace, office supplies, telephones, publications, and forms Appendix 1.

1.11.1. Any equipment shared with the CSSR, such as computers, telephones, and other equipment, the CSSR is liable to replace or pay the repair cost of the equipment(s) damage.

1.11.2. ACCESS FOR COMMON ACCESS CARDS. Ref. AFFARS clause 5352.242-9001, Common Access Cards for Contract Personnel per AFFARS 5342.490-2 will be authorized.

1.12. HEALTH REQUIREMENTS In accordance with AFI 48-105, all health care workers shall follow the methods for controlling and preventing disease as described in the American Public Health Association publication, Control of Communicable Diseases Manual, and the Centers for Disease Control and Prevention (CDC) publication, Morbidity and Mortality Weekly Report (MMWR), and its supplements. Where applicable, the most recent guidelines from these publications are utilized as the standard.

1.12.1. Before start of work, the CSSR shall provide proof of immunization from the following diseases according to CDC guidelines: Hepatitis B, measles, mumps, rubella, varicella, and influenza. The CSSR shall also provide proof of a negative TB skin test within 12 months (if positive, proof of negative chest X-ray within 12 months) prior to start of work. After start of work, the Government will provide post bloodborne exposure protocols according to applicable AFIs.

1.12.2. In those areas where there is a higher risk of transmission of tuberculosis, healthcare workers will be tested as frequently as directed by the MTF policy. This test will be provided by the MTF.

1.12.3. Immunization information will be tracked in DoD computer systems for all healthcare workers.

1.12.4. Medical Tests. No medical tests or procedures required by the contract may be performed at the MTF (with the exception of Tuberculosis testing after start of work). Expenses for all required tests and/or procedures (e.g., respirator fit testing where required) shall be borne by the CSSR at no additional expense to the Government.

1.13. The CSSR must be immunized annually with the influenza vaccine. This vaccine will be provided by the Government, if available as determined by the MTF. Although this vaccine may be provided by the Government, it may be obtained at other facilities with the cost being borne by the CSSR. Unless vaccinated by the Government, the CSSR shall be required to show proof of the vaccination.

1.14. Life Support Certification. At a minimum, the CSSR must maintain current certification in either the American Heart Association Basic Life Support (BLS) (Course C) or the American Red Cross CPR/BLS Course.

1.15. PREGNANT EMPLOYEES. Health care workers should report their pregnancy to the CO and Government supervisor. The MTF Employee Health Office will provide information concerning any work hazards in her work area inherent to gestational females. The Government is to notify the pregnant health care worker of any work hazards. It will be the Government and health care worker’s joint decision whether she continues work in the environment.

1.16. HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT (HIPAA)

OF 1996: All individuals performing services at an Air Force MTF are required to complete initial and annual refresher HIPAA and Security Rule training as provided by the MTF for its personnel and will be held accountable for complying with health information privacy and security policies and procedures.

1.16.1. HIPAA is comprised of several different sections, each to be implemented by the Dept. of Health and Human Services. The medical facilities of the military services and the DOD health plans are specifically listed as covered by HIPAA. Currently, HIPAA Privacy and Security Rules, as set forth in the Code of Federal Regulations, are in effect for all MTFs. The specific implementation of HIPAA Privacy for DOD medical facilities is set forth in DOD 6025.18-R, and for HIPAA Security, the requirements for AF MTFs are contained in draft/final AFI 41-200, which also contains additional Information Assurance requirements for all AF MTFs. Both DOD 6025.18-R and AFI 41-200, are incorporated herein by reference. AFI 41-200 will be an attachment to this contract in the interim. MTFs are responsible to insure overall compliance with HIPAA requirements, which includes incorporation of certain requirements in contracts entered or amended after the respective implementation dates.

IAW DoD 6025-18R, the CSSR meet the definition of Business Associates. Therefore, a Business Associate Agreement is required by law to comply with both the HIPAA Privacy and Security regulations. This clause serves as that agreement for each MTF, whereby the CSSR agree to abide by all HIPAA Privacy and Security requirements regarding health information as defined in this clause, DoD 6025-18-R, as amended and AFI 41-200, incorporated by reference. Additional HIPAA requirements will be addressed when implemented.

1. Privacy of Protected Health Information-

(a) Definitions. As used in this clause generally refer to the CFR definition, unless a more specific provision exists in DOD 6025.18-R:

Individual has the same meaning as the term “individual” in 45 CFR 164.501 and shall include a person who qualifies as a personal representative in accordance with 45 CFR 164.502(g).

Privacy Rule means the Standards for Privacy of Individually Identifiable Health Information at 45 CFR part 160 and part 164, subparts A and E.

Protected Health Information has the same meaning as the term “protected health information” in 45 CFR 164.501, limited to the information created or received by The Contractor from or on behalf of The Government.

Required by Law has the same meaning as the term “required by law” in 45 CFR 164.501.

Secretary means the Secretary of the Department of Health and Human Services or his/her designee.

Terms used, but not otherwise defined, in this Agreement shall have the same meaning as those terms in 45 CFR 160.103 and 164.501.

(b) The CSSR agrees to not use or further disclose Protected Health Information other than as permitted or required by the Contract or as Required by Law.

(c) The CSSR agrees to use appropriate safeguards to prevent use or disclosure of the Protected Health Information other than as provided for by this Contract.

(d) The CSSR agrees to mitigate, to the extent practicable, any harmful effect that is known to the CSSR of a use or disclosure of Protected Health Information by the CSSR in violation of the requirements of this Contract.

(e) The CSSR agrees to report to the Government any use or disclosure of the Protected Health Information not provided for by this Contract.

(f) The CSSR agrees to ensure that any agent, to whom it provides Protected Health Information received from, or created or received by the CSSR on behalf of the Government agrees to the same restrictions and conditions that apply through this Contract to the CSSR with respect to such information.

(g) The CSSR agrees to provide access, at the request of the Government, and in the time and manner designated by the Government to Protected Health Information in a Designated Record Set, to the Government or, as directed by the Government, to an Individual in order to meet the requirements under 45 CFR 164.524.

(h) The CSSR agrees to make any amendment(s) to Protected Health Information in a Designated Record Set that the Government directs or agrees to pursuant to 45 CFR 164.526 at the request of the Government or an Individual, and in the time and manner designated by the Government.

(i) The CSSR agrees to make internal practices, books, and records relating to the use and disclosure of Protected Health Information received from, or created or received by the CSSR on behalf of, the Government, available to the Government, or at the request of the Government to the Secretary, in a time and manner designated by the Government or the Secretary, for purposes of the Secretary determining the Government’s compliance with the Privacy Rule.

(j) The CSSR agrees to document such disclosures of Protected Health Information and information related to such disclosures as would be required for the Government to respond to a request by an Individual for an accounting of disclosures of Protected Health Information in accordance with 45 CFR 164.528.

(k) The CSSR agrees to provide to the Government or an Individual, in time and manner designated by the Government, information collected in accordance with this Clause of the Contract, to permit the Government to respond to a request by an Individual for an accounting of disclosures of Protected Health Information in accordance with 45 CFR 164.528.

General Use and Disclosure Provisions Except as otherwise limited in this Agreement, the CSSR may use or disclose Protected Health Information on behalf of, or to provide services to, the Government for the other purposes, if such use or disclosure of Protected Health Information would not violate the Privacy Rule or the Department of Defense Health Information Privacy Regulation if done by the Government: Treatment, Payment or Healthcare Operations.

Specific Use and Disclosure Provisions

(a) Except as otherwise limited in this Agreement, the CSSR may use Protected Health Information for the proper management and administration of the CSSR or to carry out the legal responsibilities of the CSSR.

(b) Except as otherwise limited in this Agreement, the CSSR may disclose Protected Health Information for the proper management and administration of the CSSR, provided that disclosures are required by law, or the CSSR obtains reasonable assurances from the person to whom the information is disclosed that it will remain confidential and used or further disclosed only as required by law or for the purpose for which it was disclosed to the person, and the person notifies the CSSR of any instances of which it is aware in which the confidentiality of the information has been breached.

(c) Except as otherwise limited in this Agreement, the CSSR may use Protected Health Information to provide Data Aggregation services to the Government as permitted by 45 CFR 164.504(e)(2)(i)(B).

(d) CSSR may use Protected Health Information to report violations of law to appropriate Federal and State authorities, consistent with 45 CFR 164.502(j)(1).

Obligations of the Government Provisions for the Government to Inform the CSSR of Privacy Practices and Restrictions

(a) Upon request the Government shall provide the CSSR with the notice of privacy practices that the Government produces in accordance with 45 CFR 164.520, as well as any changes to such notice.

(b) The Government shall provide the CSSR with any changes in, or revocation of, permission by Individual to use or disclose Protected Health Information, if such changes affect the CSSR’s permitted or required uses and disclosures.

(c) The Government shall notify the CSSR of any restriction to the use or disclosure of Protected Health Information that the Government has agreed to in accordance with 45 CFR 164.522.

Permissible Requests by the Government The Government shall not request the CSSR to use or disclose Protected Health Information in any manner that would not be permissible under the Privacy Rule if done by the Government, except for providing Data Aggregation services to the Government and for management and administrative activities of the CSSR as otherwise permitted by this clause.

Termination

(a) Effect of Termination.

(1) If this contract has records management requirements, the records subject to the Clause should be handled in accordance with the records management requirements. If this contract does not have records management requirements, the records should be handled in accordance with paragraphs (2) and (3) below

(2) If this contract does not have records management requirements, except as provided in paragraph (3) of this section, upon termination of this Contract, for any reason, the CSSR shall return or destroy all Protected Health Information received from the Government, or created or received by the CSSR on behalf of the Government. This provision shall apply to Protected Health Information that is in the possession of agents of the CSSR. The CSSR shall retain no copies of the Protected Health Information.

(3) If this contract does not have records management provisions and the CSSR determines that returning or destroying the Protected Health Information is infeasible, the CSSR shall provide to the Government notification of the conditions that make return or destruction infeasible. Upon mutual agreement of the Government and the CSSR that return or destruction of Protected Health Information is infeasible, the CSSR shall extend the protections of this Contract to such Protected Health Information and limit further uses and disclosures of such Protected Health Information to those purposes that make the return or destruction infeasible, for so long as the CSSR maintains such Protected Health Information.

Miscellaneous

(a) Regulatory References. A reference in this Clause to a section in the Privacy Rule or DOD 6025.18-R means the section in effect or as amended, and for which compliance is required.

(b) Survival. The respective rights and obligations of Business Associate under the “Effect of Termination” provision of this Clause shall survive the termination of this Contract.

(c) Interpretation. Any ambiguity in this Clause shall be resolved in favor of a meaning that permits the Government to comply with DOD 6025.18-R first and then the Privacy Rule as contained in the CFR.

2. Security of Protected Health Information

(a) Definitions. As used in this clause:

Electronic Protected Health Information has the same meaning as the term “electronic protected health information” in 45 CFR 160.103.

Secretary means the Secretary of the Department of Health and Human Services or his/her designee.

Security Rule means the Security Standards for the Protection of Electronic Protected health Information at 45 CFR part 160 and part 164, subpart C.

Terms used, but not otherwise defined, in this Agreement shall have the same meaning as those terms in 45 CFR 160.103, 164.103, and 164.304.

(b) The CSSR agrees to implement administrative, physical, and technical safeguards that reasonably and appropriately protect the confidentiality, integrity and availability of the Electronic Protected Health Information that it creates, receives, maintains, or transmits on behalf of the Government.

(c) The CSSR agrees to report to the Government any security incident of which it becomes aware.

(d) The CSSR agrees to ensure that any agent, to whom it provides Electronic Protected Health Information that it creates, receives, maintains, or transmits on behalf of the Government, agrees to the same restrictions and conditions that apply through this Contract to the CSSR with respect to such information.

2. SERVICES SUMMARY.

The Contractor service delivery requirements are summarized into performance objectives that relate directly to standards of performance required to meet mission essential needs. For the Performance Objective to be met, service delivery must be in substantial compliance with applicable performance standards. The Performance Threshold describes the minimum overall levels of service delivery required for acceptable quality control. Failure to meet these Performance Thresholds means that contractor Quality Control is unacceptable. The following is a list of the key performance objectives that will be verified as contractually compliant by government personnel; however, inspection of any contract requirement is authorized.

3. GOVERNMENT PROVIDED PROPERTY AND SERVICES.

Any and all tools required for the job will be procured through the section supply custodian. The CSSR will not be required to procure any of their own tools.

4. QUALITY ASSURANCE.

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 intermittent on-site inspections of the contractor's quality control program and receipt of complaints from base personnel. The government may inspect each task as completed or increase the number of quality control inspections if deemed appropriate because of repeated failures discovered during quality control inspections or because of repeated customer complaints. Likewise, the government may decrease the number of quality control inspections if merited by performance. The government will also investigate complaints received from various customers located on the installation. The contractor shall be responsible for initially validating customer complaints. However, the government representative shall make final determination of the validity of customer complaint(s) in cases of disagreement with customer(s).

4.1.1. The Contracting Officer’s Representative (COR) is the authorized government representative(s) who will perform assessments of the contractor’s performance. Subsequent to contract award, the identity of the COR, with a letter defining their duties and authority will be promptly furnished to the successful bidder/offeror.

4.1.2. The COR(s) will inform the contract manager in person when discrepancies occur and will request corrective action. The COR(s) will make a notation of the discrepancy on their surveillance checklist with the date and time the discrepancy was noted and will request the contract manager (or authorized representative) to initial the entry on the checklist.

4.1.3. Any matter concerning a change to the scope, prices, terms or conditions of this contract shall be referred to the Contracting Officer and not to the COR(s).

4.1.4. The services to be performed by the contractor during the period of this contract shall at all times and places be subject to review by the Contracting Officer or authorized representative(s).

4.2. QUALITY CONTROL.

The Contractor is required to control the quality of service delivery and offer to the Government for acceptance only services which conform to contract requirements. The overall control of quality must meet the specified performance thresholds for each requirement in the Services Summary.

4.2.1. The government shall rely on the contractor's existing quality assurance systems as a substitute for government inspection and testing, when contracting for commercial services, unless market research indicates otherwise.

4.3. Professional Environment

4.3.1. The CSSR will promote an environment that is in compliance with DOD and Air Force directives prohibiting unlawful discrimination and sexual harassment. This environment will be free from personal, social, or institutional barriers based on race, color, religion, sex, or national origin. The CSSR will report any suspected problems to the Systems Flight OIC or the Medical Support Squadron’s chain of command for review and investigation. The CSSR will have access to a copy of AFI 36-2706 (Military Equal Opportunity and Treatment Program) upon request for review.

4.3.2. Maintains Professional Manner and Displays Positive/Collaborative Attitude. The CSSR shall actively participate as a member of the Medical Systems Flight as an integral member. CSSR shall refrain from the use of profanity, sexual or racial jokes, or other behavior that would normally be considered unprofessional in a medical setting. Complaints validated by the flight commander shall be reported in writing to the contract administrator for action. Failure of the CSSR to correct validated complaints raised by the MTF staff or patients will be considered a failure to perform.

4.4. PHYSICAL SECURITY.

The contractor shall be responsible for safeguarding all government property provided for contractor use. At the close of each work period, government facilities, property, and materials shall be secured.

4.4.1. Key Control. The contractor shall establish and implement methods of ensuring that all keys/key cards issued to the contractor by the government are not lost or misplaced and are not used by unauthorized persons. (NOTE: ALL REFERENCES TO KEYS ALSO INCLUDE KEY CARDS. NO KEYS ISSUED TO THE CONTRACTOR BY THE GOVERNMENT SHALL BE DUPLICATED. THE CONTRACTOR SHALL DEVELOP PROCEDURES COVERING KEY CONTROL THAT SHALL BE INCLUDED IN THE QUALITY CONTROL PLAN. SUCH PROCEDURES SHALL INCLUDE TURN-IN OF ANY ISSUED KEYS BY PERSONNEL WHO NO LONGER REQUIRE ACCESS TO LOCKED AREAS).

4.4.1.1. The contractor shall immediately report the occurrences of a loss of duplicate key to the contracting officer.

4.4.1.2. In the event keys, other than master keys, are lost or duplicated, the contractor shall, upon written direction of the contracting officer, re-key or replace the affected lock or locks; however, the government, at its option, may replace the affected lock or locks or perform re-keying. When the replacement of locks or re-keying is performed by the government, the total cost of re-keying or the replacement of the lock or locks shall be deducted from the monthly payment due the contractor. In the event a master key is lost or duplicated, all locks and keys for that system shall be replaced by the government and the total cost deducted from the monthly payment due the contractor.

4.4.1.3. The contractor shall prohibit the use of keys issued by the government by any persons other than the contractor’s employees. The contractor shall prohibit the opening of locked areas by contractor employees to permit entrance of persons other than contractor’s employees engaged in the performance of assigned work in those areas, or personnel authorized entrance by the Contracting Officer.

4.4.2. Lock Combinations.

The contractor shall establish and implement methods of ensuring that all lock combinations are not revealed to unauthorized persons. The contractor shall ensure that lock combinations are changed when personnel having access to the combinations no longer have a need to know such combinations.

4.5.

SECURITY REQUIREMENTS.

Security and base access requirements are contained in clause 5352.242-9000 “Contractor Access to Air Force Installations.” Contractor employees will be required to obtain and display identification badges. Anticipate delays in getting commercial vehicles on base and allow time for commercial vehicles to reach their destination by driving designated routes at posted speed limits throughout the base. Procedures for commercial vehicle access to the base are subject to change without prior notice.

4.5.1 ID Passes, Badges and Vehicle Stickers: The contractor is responsible to obtain such clearances and/or passes as required for his/her employees to enter military installations on Okinawa prior to start to work. The contractor shall be responsible for all passes issued to his/her employees under this contract. Applications shall be coordinated through the Contracting Officer or designated representative. At the time of application, Security Forces may conduct a background check on employees. Upon termination of employment, the contractor shall be responsible for returning identification cards and base passes to Security Forces within 24 hours.

4.6. HOURS OF OPERATION.

4.6.1. Normal Hours of Operation. The contractor shall perform the services required under this contract during the following hours: Monday through Friday, 0730 – 1630, except Federal Holiday’s. The contractor may work, with prior approval of the FRED and COR, extended hours to ensure timely completion of work at no additional cost to the government.

4.6.1.1. Recognized Holidays. The contractor is not required to provide service on the following days: New Year’s Day, Martin Luther King Day, Presidents Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Days, Thanksgiving Day and Christmas Day, Wing Down Days/Family Days/PACAF Holidays. If the holiday falls on Saturday, it is observed on Friday. If the holiday falls on a Sunday, it is observed on Monday.

4.6.1.2 Any holidays that are declared by Presidential Executive Order shall be observed in the same manner as the holidays listed above. If the area in which contract personnel is scheduled to work is closed due to the holiday declared by an Executive Order and the employee is not required to report in, payment will not be made for those hours. Closures of the installation due to inclement weather or other such acts of God shall be handled in the same manner.

4.6.1.3. Emergency Services. Available to assist in emergency shut down or recovery of systems to include servers and switches. Coordination with PACAF Emergency systems support as needed. On the rare occasion this may require duty hours outside of the normal spectrum.

4.6.2. Any change to this schedule must be coordinated and agreed upon with the FRED and the COR. The CSSR may attend Medical Group staff training in order to stay informed on the most current MDG and community information, services, and activities. Planned absences shall not exceed 30 days, and CSSR must obtain prior approval from the Medical Systems Flight Commander. Notification of absences should be as soon as possible.

4.6.2.1 ABSENCES AND LEAVE. In case of absences or illness, the CSSR shall advise the supervisor or designee about absences due to illness or incapacitation. If the CSSR is absent for three or more consecutive days due to illness, the CSSR may be required to provide written documentation from a qualified health care provider that he or she is free from communicable disease and the cause of the worker's current illness. The Government reserves the right to examine and or re-examine any worker who meets this criterion. The CSSR shall notify the MTF within fourteen (14) days in advance of scheduled leave

4.7. PERSONNEL REQUIREMENTS:

4.7.1.

English Language Requirement. The CSSR shall read, understand, speak, and write English fluently and clearly.

4.7.2. Appearance. The CSSR shall present a professional, conservative, and neat appearance. The CSSR shall report for duty in a professional manner, in appropriate attire befitting a health care setting, and having complied with socially acceptable standards of personal hygiene expected of health care workers.

4.7.3. While on duty, CSSR shall be neat and clean (free from visible dirt and stains), well groomed and appropriately dressed. The CSSR’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.

4.7.4. CSSR shall display legible MTF-provided identification media on their outer clothing.

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

4.7.6. The Contracting Officer may require that the CSSR be removed from the MTF if they endanger persons or property, or whose continued employment under this contract is inconsistent with the interests of military security.

4.7.6.1. The Contracting Officer, in writing, may require that the CSSR be removed from the work site, area or base due to objectionable behavior. Objectionable behavior includes, but not limited to, being improperly attired, using profane language or abusing or disobeying base/host country rules of conduct or regulations.

4.8. CONSERVATION OF UTILITIES.

The contractor shall instruct employees in utilities conservation practices. The contractor shall be responsible for operating under conditions which prevent the waste of utilities which include the following:

4.8.1. Lights shall be used only in areas where and when work is actually being performed.

4.8.2. Mechanical equipment controls for heating, ventilation, and air conditioning systems shall not be adjusted by the contractor or by contractor employees unless authorized.

4.8.3. Water faucets or valves shall be turned off after the required use has been accomplished.

4.8.4. Government telephones shall be used only for official government business.

4.9. RECORDS.

The contractor shall be responsible for creating, maintaining, and disposing of only those government required records that are specifically cited in this PWS or required by the provisions of a mandatory directive listed in AFI 33-322, Air Force Records Management Program. If requested by the Government, the contractor shall provide the original record or a reproducible copy of any such record within five working days of receipt of the request.

4.10. ENVIRONMENTAL CONTROLS.

4.10.1. Compliance with Laws and Regulations. The contractor shall be knowledgeable of and comply with all applicable Japan Environmental Governing Standards (JEGS), and requirements regarding environmental protection. In the event environmental laws/regulations change during the term of this contract, the contractor is required to comply as such laws come into effect. If there is an increase or decrease in cost as a result of the change, the contractor shall inform the Contracting Officer pursuant to notice requirements and negotiate a modification to the contract.

4.10.2. Notification of Environmental Spills. If the contractor spills or releases any substance contained in 40 CFR 302 into the environment, the contractor or its agent shall immediately report the incident to Kadena AB Fire Dept at 911. The liability for the spill or release of such substances rests solely with the contractor and its agent.

4.10.3. Material Storage and Use. The contractor shall follow manufacturer’s guidelines and professional recommendations for control of humidity, temperature, cleanliness, and materials handling. This includes hazardous materials.

4.11. GOVERNMENT OBSERVATIONS.

Government personnel, other than contracting officers (COs) and CORS, may from time to time, with CO coordination, observe contractor operations. However, these personnel may not interfere with contractor performance or make any changes to the contract.

4.12. SAFETY REQUIREMENTS.

In performing work under this contract, the contractor shall:

4.12.1. Conform to the safety requirements contained in the contract for all activities related to the accomplishment of the work.

4.12.2. Perform work in a safe manner as required by OSHA 2206, General Industry, Occupational Safety and Health Standards (29 CFR 1910) and Japan Environmental Governing Standards (JEGS) by US Force Japan.

4.12.3. Develop and provide at the start of the orientation period or the start of the first operational performance period (if there is no orientation period) a safety plan for the protection of government facilities and property and to provide a safe work environment for contractor personnel.

4.12.4. Provide protection to government property to prevent damage during the period of time the property is under the control or in possession of the contractor.

4.12.5. Include a clause in all subcontracts to require subcontractors to comply with the safety provisions of this contract as applicable.

4.12.6. Record and report promptly (within one hour) to the FRED and COR, all available facts relating to each instance of damage to government property or injury to either contractor or government personnel.

4.12.7. In the event of an accident/mishap, take reasonable and prudent action to establish control of the accident/mishap scene, prevent further damage to persons or property, and preserve evidence until released by the accident/mishap investigative authority through the contracting officer.

4.12.8. If the government elects to conduct an investigation of the accident/mishap, the contractor shall cooperate fully and assist government personnel in the conduct of investigation until the investigation is completed.

4.12.9. Include a clause in each applicable subcontract requiring the subcontractor's cooperation and assistance in accident reporting and investigation.

4.12.10. Ensure personnel have the following on-base emergency services phone numbers programmed into their cell phones:

While working on Kadena, Okuma, Camp Shields, or Torii Station, call Kadena Dispatch at 098-934-5911 or 098-962-9445.

While working on Camp Foster, Camp Courtney, Camp Hansen, Camp Schwab, or Camp Kinser, call Foster Dispatch at 098-911-1911.

5. INSURANCE:

5.1. JAPANESE ROAD LAWS

5.1.1. The CSSR comply with Japanese Road Laws while on US Military installations to specifically include: Article 43 The Road Law (Japan)(prohibited acts relative to roads) No person shall commit the following described acts:

5.1.2. Damaging the road, causing roads to be littered with debris, polluting the roads with debris or fall out from motor vehicles or otherwise defacing roads unreasonably or without due cause.

5.1.3. Article 43-2 (Measures to be taken to prevent cargo or things loaded on motor vehicles from falling out)

5.1.4. The agency managing a road may when there is reasonable cause for him to feel that items or cargo being carried in or on a motor vehicle may fall out and damage, pollute, or otherwise deface the road in such manner as to hinder or obstruct the traffic, order the operator of the vehicle in question to take steps or measures necessary to prevent occurrence of such hindrance by stopping operation of the vehicle, or correcting the method of loading or traveling or operation of the vehicle.

5.1.5. REQUIRED INSURANCE (In addition to that required by Japanese Law)

5.1.5.1. The CSSR shall procure and maintain during the entire period of their performance under this contract the following minimum insurance on each vehicle used at the work site.

Type: Automobile Property Damage Insurance Amount: ¥3,000,000.00 or Dollar equivalent

Bodily Injury Insurance Amount: ¥30,000,000.00 or Dollar equivalent

All vehicles must be properly inspected/insured in accordance with Japanese Compulsory Insurance (JCI) requirements.

5.1.6. Prior to the commencement of work hereunder, the CSSR will furnish to the

Contracting Officer a certificate or written statement of the above required insurance. The policies evidencing required insurance shall contain an endorsement to the effect that cancellation or any material change in the policies adversely affecting the interests of the U.S. Government in such insurance shall not be effective for such period as may be prescribed by the laws of the state in which this contract is to be performed and in no event less than thirty (30) days after written notice thereof to the Contracting Officer.

6. TRAINING.

The CSSR must be either a certified Client Support Administrator (CSA) or able to pass the CSA test without additional training. A+ is required. Other computer related professional certifications are desired.

6.1. EXPERTISE. The personnel performing this duty will be knowledgeable in general medical ethics, administration, telephone etiquette, office management methods, excellent communications and customer service skills, strong organizational background and computer operations to include Windows Operating Systems, spreadsheet, database, and word processing applications.

6.2. CONTINUATION OF ESSENTIAL DOD CONTRACTOR SERVICES DURING

CRISIS

This service is determined to be non-essential for performance during crisis according to DODI 3020.41, Operational Contract Support, paragraph 2.c. In the event of crisis, the contractor will be notified by the Contracting Officer of the need to discontinue services due to contingency, base closure or other causes. If notification to discontinue services is not received, the contractor will be expected to continue performance in accordance with this PWS.

7 PUBLICATIONS.

7.1 Compliance with all publications, regulations and operating instructions provided by the Government is required when:

7.2. They pertain to the procedures for materials expediting herein and where the contractor is authorized by the performance work statement to accomplish the work specified in the publication, regulation or operating instructions.

7.3. The publications prescribe USAF policies, use of materials, procedures and processes applicable to the work requirements.

7.4. The contractor is required to acquire and work on the latest version of the publication.

8. CONTRACTOR PERSONNEL

8.1. Contract Manager: the contractor shall provide a contract manager and alternate contract manager (responsible in the absence of the contract manager) who shall be responsible for the performance of the services. The names of the contract manager and alternate(s) shall be provided to the CO in writing prior to the beginning of the first performance period. The contract manager and alternate(s) must be able to read, write, speak, and understand English.

8.2. The contract manager and alternate shall have full authority to act for the contractor on all contract matters relating to daily operations of this contract.

8.3 The contract manager or alternate shall be available during normal duty hours within two (2) hours to meet on the installation with government personnel (designated by the CO) to discuss problems. After normal duty hours the manager or alternate shall be available within four (4) hours.

8.4. Contractor Employees: the contractor shall not employ persons for work on this contract if such employee is identified to the contractor by the CO as a potential threat to the health, safety, security, general well being or operational mission of the installation and its population.

8.5. Contractor personnel shall present a neat appearance and be easily recognized as contractor employees. This may be accomplished by wearing distinctive clothing bearing the name of the company or by wearing appropriate badges, which contain the company name and employee name in English.

8.6 The contractor shall not employ any person who is an employee of the U.S. Government if employing that person would create a conflict of interest. Additionally, 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 according to DOD 5500-7-R Joint Ethics Regulation. The contractor shall not employ any person who is an employee of the Department of the Air Force if such employment would be contrary to the policies in AFI 64-106, Air Force Industrial Labor Relations Activities.

8.7. The contractor is cautioned that off-duty active military personnel hired under this contract may be subject to permanent change of station, change in duty hours or deployment. Military Reservists and National Guard members may be subject to recall to active duty. The abrupt absence of these personnel could adversely affect the contractor’s ability to perform; however, their absence at any time shall not constitute an excuse for nonperformance under this contract.

8.7.1 CONTRACTOR MANPOWER REPORTING

8.7.2. The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the Air Force via a secure data collection site. The contractor is required to completely fill in all required data fields at http://www.ecmra.mil.

8.7.3 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.

APPENDIX A

ACRONYMS AND ABBREVIATIONS LIST

Acronym/Abbreviation

Definition

ADPE

Automated Data Processing Equipment

AF

Air Force

AFB

Air Force Base

CEU

Continuing Education Unit

CFR

Code Federal Regulation

CIO

Chief Information Officer

CO

Contracting Officer

COR

Contracting Officer Representative

CompTIA

Computer Technology Industry Association

CSL

Cybersecurity Liaison

DEPT

Department

DOD

Department of Defense

DRA

Directory and Resource Administrator

ESD

Enterprise Service Desk

FAR

Federal Acquisition Regulation

GR

Government Representative

IAO

Information Assurance Officer

LMR

Land Mobile Radio

MDG

Medical Group

MHS remedy

Medical Health Services Remedy

MIS

Medical Information Services

NCOIC

Non-Commissioned Officer In Charge

OSHA

Occupational Safety and Health Act

PBSA

Performance Based Service Acquisition

PCS

Permanent Change of Station

PWCS

Personal Wireless Communication Systems

PWS

Performance-Based Work Statement

QA

Quality Assurance

QCP

Quality Control Program

SAV

Staff Assisted Visit

SS

Services Summary

TCO

Telephone Control Officer

USAF

United States Air Force

APPENDIX A

ESTIMATED WORKLOAD DATA