Attachment_1_-_FMSS_PWS_-_24_Mar_2016.pdf

PERFORMANCE

WORK

STATEMENT

For

Furnishings Management Section Services

(FMSS)

Haulage, Maintenance and Repair Services

RAF Feltwell, United Kingdom

24 March 2016

Table of Contents

Section Number and Title

Page Number

1.0 Description of Services 3

2.0 Performance Requirements Summary/Service Summary 3

3.0 Government Furnished Property and Services

4.0 Contractor-Furnished Equipment and Supplies 5

5.0 General Information 5

8.0 Specific Tasks 12

9.0 Definitions 22

11.0 Appendices

Appendix A, Historical Workload Data 24

Appendix B, Forms, Publications and Documents 27

Appendix C, Appliance Cleaning Standards 28

Contract Bid Schedule

1. Description of Services:

1.1 The contractor shall provide all labor, equipment, materials, tools and other items necessary to perform all sections of the Performance Work Statement (PWS) unless otherwise specified within the PWS.

1.2 In support of the Furnishings Management Section (FMS) Haulage, Maintenance and Repair

Services at Royal Air Force (RAF) Feltwell, United Kingdom, the contractor shall provide the following services at RAF’s Lakenheath, Mildenhall, Feltwell, and its surrounding residential areas:

a) Delivery, installation, disconnection, and pick-up of domestic household furniture and appliances to and from government designated residences, dormitories and fire stations.

b) Repair, cleaning, and maintenance of domestic household furniture and appliances.

c) Delivery, installation, disconnection, and pick up of commercial specification washers and dryers in the dormitories.

d) Repair, cleaning, and maintenance of commercial specification washers and dryers.

1.3 The contractor is expected to perform all repairs, testing and cleaning of appliances in accordance with (IAW) the manufacturers’ recommendations. Based on current usage, workload estimates are based on quarterly Preventative Maintenance Service of US

Specification washers and tumble dryers, and Semi-Annual Preventative Maintenance Service of commercial specification washers and tumble dryers in the dormitories. Repair, maintenance and cleaning service shall be conducted on-site.

2. Performance Requirement Summary (PRS)/ Service Summary (SS): The subsequent table identifies the service results that the government requires. These critical standards are not meant to be limitations on what the contractor should provide nor are they meant to be prescripts on how the contractor should do a job. The government invites contractors to suggest alternative solutions more productive means of providing the service, on the condition however that these essential terms are met. The government’s right to inspect all requirements of this description of service is not limited to these SS (Service Summary) items. Failure to meet the performance threshold for one objective constitutes an overall unsatisfactory performance rating for the month.

Performance Objective

PWS

Paragraph

Monthly Performance Threshold/ Acceptable

Quality Level(s)

Scheduling is accomplished from the FMS list accurately and provided to the FMS office by

0800 for that days service.

8.1 Scheduling is complete and the required

documentation is accurate and legible 95% of time.

A. Deliveries are completed with all component parts present and item(s) placed and completely installed in accordance with manufacturer’s standards and to customer’s and FMS’ satisfaction.

C. Deliveries are completed in accordance with

8.2 A. No less than 90% completion rate.

C. No less than 90% completion rate..

the schedule.

A. Pickups and removal of furniture and appliances are complete with disconnection, disassembly & removal.

B. All pickups are completed in accordance with the schedule.

8.3 A. No less than 90% completion rate.

B. No less than 90% completion rate.

Contractor shall provide a Service Call program for the repair and replacement of appliances in government designated residences and

Dormitories.

A. Service calls are completed within applicable timelines.

B. All service calls are annotated on a work order with the work order being returned to the FMS.

C. Appliances connected during a service call are correctly tested and accurately documented

8.4

A. No less than 90% completion rate. .

B. No less than 90% completion rate.

C. No less than 90% completion rate.

Furniture items repaired and maintained are to be returned to the FMS within five (5) working days after collection. A certificate of serviceability label shall be affixed to each item and a work order completed and returned with each item.

8.6 No less than 90% completion rate.

Appliance items repaired and maintained are to be returned to the FMS within twenty five (25) working days after collection, unless otherwise approved by the COR. A certificate of serviceability label shall be affixed to each item and a work order completed and returned with each item.

8.6 No less than 90% completion rate.

Preventative maintenance is completed and in accordance with the schedule. A certificate of serviceability label shall be affixed to each item and a work order completed and returned to the

FMS.

8.7 No less than 90% completion rate.

Once cleaned, appliances shall be returned to the

FMS within five (5) working days after collection. The contractor shall notify the

COR when any replacement part must be ordered and the contractor expects repair delays. A certificate of serviceability label shall be affixed to each item and a work order completed and returned with each item.

8.8 No less than 90% completion rate..

All required documentation and paperwork is completed as required by the FMS.

9.1 No less than 90% completion rate.

3. Government Furnished Property and Services:

Government property shall be transported and repaired per the PWS, but shall not be furnished to the contractor for use in performance.

3.1 Government-Furnished Training: Contractor employees handling electrical work on an

MoD installation shall be required to attend training with the Defense Infrastructure

Organization (DIO), and shall be required to complete and pass a written examination to comply with the MoD Electricity Safety Rules and Procedures set out in Joint Service

Publication (JSP) 375 Volume 3 Chapter 3. The training and examination shall be completed initially and refreshed every three (3) years.

3.1.1 The contractor’s employees performing electrical works, to include hard wiring, on a

Ministry of Defence (MoD) installation shall comply with the Electricity Safety Rules and

Procedures set out in Joint Service Publication (JSP) 375 Volume 3 Chapter 3. The contractor is required to provide the following to the Coordinating Authorized Person (CAP)

Electrical:

a) Written risk assessment and method statements

b) Proof of training on how to use equipment - (Documentation - in house training certificate)

c) Safe Isolation Procedure (Isolation, Locking off, and Caution signage)

d) Proving dead process

e) All equipment must be approved Defence Infrastructure Organization (DIO)/

Coordinating Authorized Person (CAP)

3.1.1.1 Contractor to have staff interviewed by the Authorized Person(s) (AP) & registered as

Electrically Semi Skilled and reviewed every three (3) years.

4. Contractor-Furnished Property and Services:

Replacement parts per section 8.9 will be reimbursed by the government; thus, there will be no contractor furnished property.

5. General Information:

5.1 Hours of Operation: The contractor shall perform the services required under this contract during the following hours:

5.1.1 FMS Office/Admin opening times: 0800-1630 Monday, Tuesday & Wednesday, 0930-1630

Thursday, 0800-1600 Friday.

5.1.2 FMS Warehouse opening times: 0800-1630 Monday, Tuesday & Wednesday, 0930-1630

Thursday, 0800-1530 Friday. Any off loading/loading must be completed within these opening times. Contractor may be authorized to collect and load items for the next day’s deliveries on the afternoon prior to the delivery date at the discretion of the FMS.

5.1.3 Service calls shall be covered by the contractor 24 hours per day, 7 days per week, to include

US Federal holidays, UK bank holidays and weekends.

5.1.4 The FMS shall be closed during UK bank holidays. However, FMS will perform normal working hours during US Federal holidays. Workloads may be restricted/ reduced during US

Federal holidays at the discretion of the FMS. The FMS may be closed or workloads restricted at other times not listed within this PWS for official functions, annual inventories, training etc.

The COR will provide notice of closure to the contractor within 1 business day, before.

5.1.5 Recognized Holidays: The table below outlines the current recognized UK bank holidays and

Federal holidays. National holidays subsequently declared by her Majesty’s Government shall likewise be considered official holidays for the purpose of this provision.

5.1.6 Performance of Services during Crises: Work scheduled but not accomplished because of base closure due to weather, exercises, or actual alert, shall be accomplished by the contractor as soon as possible after reopening the base.

6. Contractor Personnel:

6.1.1 The contractor shall not employ persons for work on this contract if such employees are identified as a potential threat to health, safety, security, general well-being or operational mission of the installation and its population.

6.1.2 Contractor personnel shall not be allowed to work if he/she is under the influence of alcohol or drugs.

6.1.3 Contractor personnel shall present a neat appearance and be easily recognized as contractor

UK Holidays

New Year’s Day January 1st

Good Friday Friday before Easter

Easter Monday Monday after Easter

Bank Holiday First Monday in May

Spring Bank Holiday Last Monday in May

Late Summer Holiday Last Monday in August

Christmas Day December 25th (or designated day)

Boxing Bay December 26th (or designated day)

US Federal Holidays

New Year’s Day January 1st

Martin Luther King Day 3 rd

Monday in January

Washington’s Birthday 3rd Monday in February

Memorial Day Last Monday in May

Independence Day July 4 th

Labor Day 1 st Monday in September

Columbus Day 2 nd

Monday in October

Veteran’s Day November 11

Thanksgiving Day 4

Thursday in November

Christmas Day December 25th employees. The contractor shall provide employees with a garment that easily identifies them as contractor personnel. The contractor shall also provide each employee with an identification badge that shall include the employee’s name, contractor’s name and employee’s photograph. Identification shall be worn or be attached to the outer garment at all times.

6.1.4 Contractor is responsible for their own environmental, health and safety program/ training and shall provide environmental, health and safety training to employees to ensure compliance with Host National and local law regulations. Training shall be conducted by the contractor initially, and as needed when new employees are added.

6.1.5 Contractor shall adhere to the FMS warehouse’s personal protective equipment (PPE) requirements while in the FMS warehouse.

6.2 Security Clearances:

6.3 Contractor Employee Base Pass and Identification, Special Clearances, and

Contractor Vehicles.

6.3.1 All contractor personnel requiring access to installations shall complete a National Agency

Check (NAC) or equivalent investigation before they will be authorized access to the installations. Reference documents can be provided to the contract company for review if required: DoD 5200.2-R, Personnel Security Program; DoD Instruction 1000.13 and

Volume I, Identification Cards for Members of the Uniformed Services, Their Dependents, and Other Eligible Individuals; DoD Instruction 1402.5, Criminals History Background

Checks on Individuals In Childcare Services; AF Instruction 31-501, Personnel Security

Program; AF Instruction 31-101, Integrated Defense; and AF Instruction, USAFE

Supplement 31-101, Integrated Defense.

6.3.2 A NAC consists of:

6.3.2.1 A Local File Check (LFC) conducted by the installation Security Forces (SF) (this can take several days or weeks to complete),

6.3.2.2 A Defense Clearance and Investigation Index (DCII) conducted by the installation Security

Forces (SF),

6.3.2.3 A Host Agency Check (HAC) conducted by the Ministry of Defense (MOD) Defense

Vetting Agency (DVA), and

6.3.2.4 A Federal Bureau of Investigation (FBI) checks if the potential employee has ever resided in the United States for 12 or more consecutive months.

6.3.3 Once completed, a NAC is valid for five years.

6.3.4 Before any employee is authorized to perform work on this contract, the Contractor shall provide new employee information required by the LFC and DCII to the COR(s) for the base/task order. The Contractor shall then coordinate with the COR(s) for the new employee to complete all requested documentation for the HAC and, if required, FBI checks within three days of the first day of employment.

6.3.5 After the LFC and DCII are completed with no issues discovered and the investigation is submitted to DVA and the FBI then a temporary Installation Pass (IP) granting unescorted base access may be granted when (a) DVA opens the case, (b) a favorable fingerprint report is returned from the FBI, and (c) the unit commander or director favorably reviews the submitted investigation package. The temporary IP is limited to 90 days and does not grant escort privileges. Holders of temporary IPs are subject to additional search procedures at installation entrance gates.

6.3.6 When a NAC has been favorably completed and documented the COR(s) will inform the

Contractor. The COR(s) may request SF issue a non-temporary IP to the employee. The end date will be no later than the end of the contract or one year from issue, whichever is sooner.

6.3.7 The Contractor shall be responsible for tracking expiration dates of IPs and either applying for renewals, or returning the expired IPs to the COR(s) for the base/task order. IPs for employees who are no longer employed by the Contractor or assigned to this contract shall be returned to the COR(s) for the base/task order within 48 hours of the employee’s departure.

6.3.8 Minimum Investigative Requirements for Non-US National Employment:

(a) The Counter Terrorist Check (CTC). The CTC is a national-level security and Police background investigation conducted by the DVA. This is the minimum check required for all employees in non-sensitive positions and for contractors/subcontractors in non-sensitive positions requiring unescorted installation access. The CTC expires three years from the issue date. If an employee's employment exceeds this 3 years, they must have the CTC investigation renewed. The USAFE IP will not be issued for longer than 1year at a time and will not exceed the expiration date of the CTC.

(b) For prospective employees, the LFC and DCII checks must be completed and the CTC and

FBI (if required) checks submitted prior to employment. Until all required checks are completed, personnel will not be granted unescorted access to installations and will require continuous supervision by a qualified and authorized escort. The hiring or sponsoring organization must plan for and provide authorized escort officials for their personnel. After completion, personnel will be granted unescorted access to the installation for provisional work hours only, will obtain a USAFE IP for an initial period of 90 days until clearance is complete.

Personnel will proceed through the designated contractor entry gate for entry into each base.

(c) The hiring agency must receive official notice from the 48 SFS/HAC office via MOD

Liaison Office (MODLO) that the DVA has granted the prospective employee, the appropriate

DVA clearance.

6.3.9 Contractor Vehicles: Contractor liveried vehicles and larger vehicles designed to carry cargo such as vans or trucks are subject to search and inspection and are required to enter through designated gates for each location.

7. Contractor Management:

7.1.1 Contractor shall assign/appoint a Contract Manager and alternate(s). The Contract Manager and alternate(s) shall have full authority to act for contractor on contract matters relating to the daily operation of the contract. The Contract Manager and alternate(s) must have full knowledge of all facets of this contract.

7.1.2 During duty hours, the Contract Manager or alternate(s) shall be available either verbally or in person within thirty (30) minutes of receiving a request to meet with or talk with the CO or COR.

7.1.3 Contract Manager or alternate(s) shall use email for official correspondence with the

Government. The contractor shall provide the relevant email address(s) to the Contracting

Officer (CO) and COR at contract award.

7.2 US Military and Government Employees: The contractor shall not employ any person who is an employee of the United States Government if the employment of that person would create a conflict of interest. Nor shall the contractor 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 from the Government.

7.3 Quality Control Plan (QCP): The contractor shall develop a quality program to ensure services are performed in accordance with the PWS. The contractor shall develop and implement procedures to identify, prevent and ensure non-recurrences of defective services.

The contractor shall develop quality control (QC) procedures addressing the areas identified in the service summary (SS). The plan shall include the following as a minimum:

7.3.1 A description of the inspection system to cover all services listed on the SS. The description shall include specifics as to the area to be inspected on both a scheduled and unscheduled basis, frequency of inspections and a submission of a monthly QC schedule to the COR.

7.3.2 A description of the records to be kept to document inspections and corrective or preventive actions taken.

7.3.3 The records of inspections shall be maintained by the contractor, kept on site and made available to the government throughout the contract performance period, and for the period after contract completion until final settlement of any claims under this contract.

7.4 Performance Management: When the performance requirement is not met, the COR shall initiate documentation to the contractor and the Contracting Officer (CO). The contractor shall be required to re-perform any failed service requirements of the PWS at no additional cost to the Government. The government will investigate complaints from customers and immediately convey those to the Contract Manager. The contractor shall be responsible for initially validating customer complaints. However, the COR shall make final determination of validity of customer complaint(s) in cases a customer and the contractor disagree.

7.5 Government Quality Assurance: The Government will rely on the contractor’s quality control program and the performance management approach described in paragraph 7.3 above to assess performance whenever possible. However, the Government reserves the right to perform additional inspections as necessary, utilizing the Government’s Quality Assurance

Surveillance Plan (QASP) and the inspection/acceptance provisions in the clause FAR 52.212-

4 Contract Terms and Conditions -- Commercial Items.

7.6 Bioenvironmental Engineering (BE)/Hazmat Requirements

7.6.1 Environmental, Health, And Safety. The contractor shall ensure all employees receive the necessary environmental, health, and safety training to ensure compliance with all

Occupational Safety and Health Acts (OSHA), federal and local laws. The contractor shall protect the health and safety of employees and the community, minimizing the risk of environmental pollution.

7.6.2 Pollution Prevention. "Pollution Prevention" and "Source Reduction" are defined in the

Pollution Prevention Act of 1990, 42 U.S.C. §§ 13101-13109. Contractor's obligation under this section is limited to identifying pollution prevention opportunities and shall not be construed to require the contractor to conduct activities not otherwise required by the program.

7.6.3 The contractor shall comply with energy saving conservation practices as deemed necessary by 48 CES Environmental for RAF Lakenheath (01638 523990) (nolan.swick@us.af.mil).

7.6.4 Ionizing and Non-Ionizing Radiation: Contractors must obtain authorization from BE prior to bringing on site ionizing or non-ionizing sources/equipment onto the installation.

Contractors must provide list of items and description of how they will be used to

Bioenvironmental Engineering (BE) at 01638528047 or 48amds.sgpb@us.af.mil at least 10 days prior to the date required to bring them on base.

7.6.4.1 Non-Ionizing Radiation: Electromagnetic Frequency (EMF) Radiation and LASERS:

Contact BE/Installation Laser Safety Officer (48amds.sgpb@us.af.mil) at least 10 days prior to bringing on site. (Example: LASER Classes: 1M, 2M, 3R, 3B, or 4; Transmitting antennas, radars etc.) Reference: AFI 48-139, LASER and Optical Radiation Protection

Program, Paragraph 2.21)

7.6.4.2 Ionizing sources: Contact BE (48amds.sgpb@us.af.mil) at least 10 days prior to bringing on site ionizing sources/equipment. For regulated sources, provide copies of permits or sealed source certifications. (Example: Troxler density gauges, sealed sources in various gauges/devices). Reference: AFI 48 -148, Ionizing Radiation Protection.

7.6.5 Hazardous Materials/Chemical Management: Hazardous Materials/Chemical Management:

All hazardous material use requires prior authorization before bringing the hazardous material on base. "Hazardous material" includes many materials for which there is a manufacturer Material Safety Data Sheet (MSDS), such as cleaning supplies, paints, solvents, sealants, lead acid batteries, fuels, herbicides, etc.

7.6.5.1 The Contractor shall submit an inventory list of ALL chemical products to be used, along with copies of the MSDS for each chemical product, for review before bringing any potentially hazardous material onto RAF Lakenheath, RAF Feltwell or RAF Mildenhall using the attached “HazMat Authorization Request Template” (appendix D). The

Contractor shall submit completed inventories and MSDS’s to the 1) CO, 2) CE

Environmental for RAF Lakenheath (01638 523990) (nolan.swick@us.af.mil), or for RAF

Mildenhall 100 CES/CEIE (01638 545831), jeanne.dye-porto@us.af.mil, and 3)

Bioenvironmental Engineering (01638 528047) (48amds.sgpb@us.af.mil) at least 10 days prior to the date required to bring them on base.

mailto:nolan.swick@us.af.mil mailto:48amds.sgpb@us.af.mil mailto:48amds.sgpb@us.af.mil mailto:48amds.sgpb@us.af.mil mailto:nolan.swick@us.af.mil mailto:jeanne.dye-porto@us.af.mil mailto:48amds.sgpb@us.af.mil

7.6.5.2 Once approved, the Contractor shall maintain an inventory of all hazardous materials along with corresponding MSDSs. The Contractor shall track and report actual hazardous material usage during the performance of the contract. Hazardous material usage for any contract that is less than one month in duration shall be reported at the end of the contract period.

Hazardous material usage for any contract over a month in duration shall be reported no less than monthly. Hazardous material usage shall be reported using the attached “HazMat

Monthly Usage Log Template”.

7.6.5.3 The Contractor shall not leave any excess hazardous materials or empty containers on site following completion of the project. The Contractor is responsible for the removal of all unused hazardous materials and proper disposal of all hazardous waste generated.

Reference: AFI32-7086, Hazardous Materials Management

7.6.6 Controls of other hazards: Contractors must coordinate with Bioenvironmental Engineering

(BE) at 01638528047 or 48amds.sgpb@us.af.mil at least 10 days prior to start of project, regarding all contracts with potential health impact to personnel (Example: Noise above 85 dBA, activities with potential airborne contaminants or particulates). Hazardous work areas/perimeters shall be established to control exposures and limit access to nearby facilities and personnel. Work shall be performed IAW all applicable occupational health and safety regulations.

7.6.7 Contractors shall coordinate with facility managers and receive a safety brief of hazards present within work areas.

7.7 Logistical Support: Individual logistical support shall not be provided under the contract.

7.8 eCMRA - Contractor Manpower Reporting Application - The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the United States 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.

7.8.1 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.

7.8.2 Reporting Period: Contractors are required to input data by 31 October of each year.

However, due to the delayed implementation, input of FY17 data is required by 31 Mar 18.

7.8.3 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.

7.8.4 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.

mailto:48amds.sgpb@us.af.mil http://www.ecmra.mil/ https://afcmra.hqda.pentagon.mil/Help/Full_User_Guide.pdf to review user manuals and gain an understanding about the data fields that will be included in the reporting structure that is hosted at http://www.ecmra.mil/ . When filling out the required information please utilize

“FA5587 – 48 CONS” as the Unit Identifier Code (UIC). If you cannot locate the UIC for this contract among the provided options. Also, the Product Type Code (PTC) for this specific contract is V112.

8. Specific Tasks:

8.1 Scheduling:

8.1.1 The FMS shall routinely provide the contractor with a list of runs (deliveries and pickups) two

(2) working days in advance of the required run (delivery and/or pickups) date. The scheduled time for runs (deliveries and pickups) shall be split into AM and PM appointments. AM appointments shall be completed between the hours of 0800 - 1200; PM appointments shall be completed between the hours of 1200 - 1600. The FMS shall provide all relevant information to include pertinent customer data (name, address, telephone numbers etc.) as well as if the appointment is to be AM or PM. The contractor has at its discretion the ability to change the order of runs (deliveries/pickups) within the AM and PM list. The contractor shall not change an AM run (delivery/ pickup to a PM run (delivery/ pickup) or a PM run (delivery/ pickup) to an AM run (delivery/ pickup). The contractor shall provide the COR’s with a complete and accurate delivery and pickup schedule no later than 0800 on the day of the scheduled service.

The schedule shall identify the order and AM/PM time slot of each run (delivery and pickup).

The schedule shall also identify which radius category each run (delivery/ pickup) falls into.

The contractor shall notify the COR immediately of any proposed schedule changes, these changes shall be authorized at the discretion of the COR. If proposed changes are authorized by the COR, the contractor shall provide an updated schedule immediately.

8.1.2 The contractor shall attempt to contact each customer by telephone with an estimated time of arrival. This telephone call shall be at least 30 minutes before arrival but no more than 1 hour before arrival. If circumstances change after the telephone call has been made and the proposed arrival time has changed (i.e. traffic etc.), the contractor shall telephone the customer with an update. This provision (8.1.2) applies when completing tasks paragraph 8.1, 8.2, 8.3 and 8.4.

8.1.3 It is the contractor’s responsibility to ensure all scheduled runs (deliveries/ pickups) are made on time and in accordance with the schedule. The contractor shall contact the COR immediately if scheduled runs (deliveries/ pickups) are not going to be completed on time or in accordance with the schedule.

8.2 Delivery and Installation of Appliances and Furniture:

8.2.1 All furniture and appliances shall be loaded by the contractor at the FMS warehouse and delivered to the customer. All items shall be presented to the rear of the contractor’s vehicle and contractor shall be responsible for the loading of items.

8.2.2 All furniture items shall be assembled in the customer’s residence and in the rooms/areas as specified by the customer during delivery. This also includes assembling and placing wardrobes on any floor of a property as specified by the customer. If the contractor is unable https://afcmra.hqda.pentagon.mil/Help/Full_User_Guide.pdf to assemble or place any items where specified by the customer, the contractor shall contact the COR from the customers residence for instruction.

8.2.3 Appliances shall be installed and tested according to the manufactures instruction manual. This includes, but is not limited to, the contractor fitting, 'Hose Guides' on Washers, vent hoses on

Dryers and drain hoses on Condenser Dryers when requested by the FMS. This also includes stacking Dryers on top of Washers and fitting a supplied mounting kit when requested by

FMS. The contractor shall be required to test all appliances after installation to ensure they operate correctly. The contractor shall remove and re-fit Fridge and Freezer doors if required to enable the appliance to fit through doorways, hallways etc. When installing hard wired US specification appliances, contractor shall ensure the applicable ‘grommet’ is fitted to the appliance. Grommets shall be provided to the contractor by the FMS. The contractor shall report immediately to COR any malfunctioning appliance, or if they encounter any problems including not being able to complete the installation, before leaving the customer’s residence.

Contractor shall also be required to deliver and install commercial specification washers and dryers under this provision.

8.2.4 The contractor is responsible for ensuring that all component parts and accessories (i.e. vent hoses, fill pipes, shelves, rails, legs etc.) are present, delivered and assembled. The contractor shall provide all necessary protection to keep appliances; furniture and customer residences free from damage during transit from the FMS to the customer’s residence and while loading/un-loading onto vehicles. The contractor is responsible for any theft, damage or loss of government property at any time when the item(s) are considered under the care and possession of the contractor. Contractor shall not redeliver furniture or appliances which have been collected en-route from other customers.

8.2.5 Contractor is responsible for ensuring all items are delivered to the correct customer as per their barcodes and the delivery paperwork. The Enterprise Military Housing (eMH) paperwork, or equivalent hand receipt (See 9.1) shall be complete, legible and accurate and submitted to the COR by 0900 the following work day. All deliveries shall be completed in accordance with the schedule. Any items refused by the customer during delivery shall be returned to the FMS by the Contractor without FMS incurring additional costs. When returning refused items back to the FMS, the eMH paperwork or equivalent hand receipt shall be returned with the items.

8.3 Pick-up and Removal of Furniture and Appliances:

8.3.1 All furniture and appliances shall be disassembled/disconnected and collected from the customer by the contractor and returned to the FMS. The contractor shall be responsible for the loading/unloading of items.

8.3.2 Appliances shall be disconnected at the source and not by cutting any pipe or wire except in the event the contractor is not able to disconnect from the source. In cases where disconnection will require cutting a pipe or wire, the contractor shall verbally notify the COR prior to disconnection. The contractor shall also annotate this action on the eMH paperwork or equivalent hand receipt. The contractor shall ensure all electrical wires are made safe IAW standard codes of practice and manufactures instruction. For appliances involving water connections, the contractor shall ensure all water supplies are free from any leaks, to include under sink drains. Contractor shall be required to remove washer/dryer ‘mounting kits’ and un-stack washers and dryers where applicable. The contractor shall remove and re-fit Fridge and

Freezer doors if required to enable the appliance to fit through doorways, hallways etc.

Contractor shall notify the COR immediately if they encounter any problems. Contractor shall also be required to disconnect and pickup commercial specification washers and dryers under this provision.

8.3.3 All items collected shall be returned to the FMS by the next working day. The contractor is responsible for ensuring that all component parts and accessories (i.e. vent hoses, fill pipes, shelves, rails, legs etc.) are present when items are collected. All pipes, hoses etc. shall be neatly secured to the rear of the appliance when returned to the FMS. When a part or accessory is missing, contractor must annotate on the eMH paperwork or equivalent hand receipt. The contractor shall provide all necessary protection to keep appliances; furniture and customer residences free from damage during transit from the customer’s residence to the FMS and while loading/un-loading onto vehicles. Mattresses picked up shall be returned to the FMS in a mattress bag and sealed with tape. Mattress bags shall be provided by the FMS. The contractor is responsible for any theft, damage or loss of government property at any time when the item(s) are considered under the care and possession of the contractor.

8.3.4 The eMH paperwork or equivalent hand receipt (See 9.1) shall be complete, legible and accurate and submitted to the FMS with the returned appliances/furniture. All pickups shall be completed in accordance with the schedule. Any items which cannot be picked up (customer requests to keep an item, customer doesn’t have an item etc.) shall be annotated on the eMH paperwork or equivalent hand receipt by the contractor.

8.4 Service Calls:

8.4.1 The contractor shall provide a service call program. The contractor’s program shall include a

24 hours per day, 7 days per week procedure to support service calls. The contractor’s program shall have the capability to complete a service call within four (4) hours of receiving a call from the FMS or a representative acting on behalf of the FMS (i.e. fire department). Service calls shall be completed within five (5) working days for commercial appliances. During after hour’s service calls, the contractor shall change appliances out without attempting repair.

8.4.2 For all service calls the FMS shall provide pertinent customer data such as name, address and contact numbers as well as appliance make, model, type and basic fault. Each service call shall have its own unique call number complete with year, month, date and time. Contractor shall provide the FMS with a unique reference number for each service call.

8.4.3 Service Calls (domestic appliances): For each service call the contractor shall send an appliance technician to try and repair the appliance in the customer’s residence within four (4) hours of receiving the from the FMS. In the event that the contractor is unable to repair a broken appliance on site, the contractor shall inform the FMS Service call desk by email that a change out of the appliance is required. The email shall contain customer name, address and contact numbers as well as appliance make, model, type and attempted repair diagnostics/findings. The email shall also include the call number and reference number. The contractor shall then collect the replacement appliance from the FMS warehouse and deliver and install to the customers residence. The contractor shall be required to complete the change out of the broken appliance with an operational appliance within the original four (4) hour timeframe pertaining to that service call. The contractor shall be required to test all appliances after installation or technician repair to ensure they operate correctly. When an appliance is changed out, the contractor shall report immediately to COR any malfunctioning appliance, or if they encounter any problems including not being able to complete the installation, before leaving the customer’s residence. The contractor shall be required to remove and refit washer/dryer ‘mounting kits’ and unstack and restack washers and dryers where applicable.

The contractor shall remove and re-fit Fridge and Freezer doors if required to enable the appliance to fit through doorways, hallways etc. When installing hard wired US specification appliances, contractor shall ensure the applicable ‘grommet’ is fitted to the appliance.

Grommets shall be provided to the contractor by the FMS. When an appliance has been changed out during a service call, the contractor shall return the faulty appliance to the FMS by the next working day with the relevant eMH paperwork or equivalent hand receipt. Service calls shall only incur one (1) charge regardless of whether the appliance is subsequently changed out following an attempted repair.

8.4.4 The FMS may decide to change out a domestic appliance without having a repair attempted;

this shall be considered and invoiced as a ‘Direct Exchange Service’. All other aspects of the service call program shall still apply to a ‘Direct Exchange Service’.

8.4.5 Service calls shall also include the contractor storing additional appliances in their own warehouse. This is required for circumstances that necessitate exchanges of domestic appliances beyond the normal working hours of Government warehouse operations. (Refer to

8.4.9). Service call requests made during normal working hours of warehouse operations identified in paragraph 5.1 of this PWS shall be considered and invoiced as a “Service Call” regardless of the actual completion time. Service Call requests made outside of normal working hours of warehouse operations identified in paragraph 5.1 of this PWS shall be considered and invoiced as “After-hours Direct Exchange Service” regardless of the actual completion time.

8.4.6 After hours service calls are emergencies if the following conditions apply. Appliances/ conditions not listed below shall not be dealt with after hours.

APPLIANCE EMERGENCY CONDITION

Refrigerator Inoperative/not cooling or freezing

Cooker/Range/Stove Oven and/or 2 or more burners inoperative

Dishwasher/Washer Water leaks under pressure

Electrical Hazard Sparking/smoking/smell of burning/fire

8.4.7 Service Calls (commercial appliances): The contractor shall also provide a service call program for commercial specification washers and dryers located in the dormitories at RAF

Lakenheath and RAF Mildenhall. The contractor shall repair the commercial appliance as required by the FMS. The contractor shall ensure the commercial appliance is repaired within five (5) working days of receiving the call from the FMS. Repairs shall be conducted on site in the dormitories during normal FMS operating hours. The contractor shall be required to remove and refit washer/dryer ‘mounting kits’ and unstack and restack commercial washers and dryers where applicable. Service calls for commercial specification appliances shall only incur one (1) charge, even if the contractor makes several visits to the appliance. All other provisions of the service call function shall still apply to commercial specification appliances.

8.4.8 For all service calls a work order shall be completed by the contractor for each individual service call, to include after hour’s service calls and commercail appliance service calls. Each work order shall include: call number, date/time, reference number, customer name, customer address, MFH/O&M designation, reported fault, work carried out/diagnostics, appliance type, make, model, serial number and barcode. If an appliance is changed out following an attempted repair, or during a ‘Direct exchange’ (domestic appliances), the work order shall also include details of the replacement appliance (type, make, model, serial number and barcode). Contractor shall submit all work orders to the COR by 0900 the next working day. In the event the appliance was changed out (domestic appliances), the contractor shall attach the work order to the eMH paperwork or equivalent hand receipt and return to the FMS with the changed out appliance.

8.4.9 For appliances requiring “hard-wire” electrical connections on Ministry of Defense (MoD) military installations, contractor employee’s performing such electrical works shall comply with the MoD electricity safety rules and procedures set out in JSP375 Volume 3 Chapter 3, managed by the coordinating authorized person (electrical) at each military installation.

8.4.10 The Government will provide the contractor with the appliances needed to satisfy the requirements of this provision. Upon contract award, contractor shall establish an account with the FMS to obtain appliances for the purposes of ‘night stock’. All property will be either new or used and in operational condition. Contractor shall be required to hold stock for MFH, O&M, Lakenheath Dormitories and Mildenhall Dormitories. This will consist of both UK style and US style appliances. All appliances will vary in makes, models, sizes and weights.

8.4.10.1 For Military Family Housing (MFH) stock the contractor shall hold three (3) of each of the following appliances:

- UK style washer

- UK style large capacity washer

- US style washer

- UK style vented dryer

- UK style condenser dryer

- UK style large capacity condenser dryer

- US style dryer

- UK style fridge

- US style fridge

- UK stove/cooker/range

- US stove/cooker/range

- UK style dishwasher

8.4.10.2 For O&M stock the contractor shall hold a minimum of two (2) of each of the following appliances:

- UK style washer

- UK style vented dryer

- UK style condenser dryer

- UK style fridge

- UK style dishwasher

- UK stove/cooker/range

8.4.10.3 For Lakenheath dormitory stock the contractor shall hold a minimum of one (1) of each of the following appliances:

8.4.10.4 For Mildenhall dormitory stock the contractor shall hold a minimum of one (1) of each of the following appliances:

8.4.10.5 The above will equate to the contractor holding a total minimum of 52 appliances with a total

Estimated Value: $16,946.00. All items shall be tracked using barcodes, serial numbers and

Government eMH system. FMS shall be responsible for all property control records; however the contractor shall maintain an adequate system to track Government Property currently being held. The FMS may change minimum quantities of appliances to be held by the contractor as well as removing and adding appliance types for this requirement.

8.4.10.6 Contractor shall notify the FMS when replacement stock is required to maintain stock levels.

The contractor shall submit requests to the COR for approval. Replacement stock shall be collected from the FMS warehouse by the contractor without the Government incurring any costs. The contractor should utilize vehicles which will already be returning to the contractor’s facility. Contractor shall not be authorized to charge the Government for collection of stock for the purpose of afterhours/night stock.

8.4.10.7 Property Accountability: The contractor shall be liable for any loss or damage caused to

Government Property by the contractor personnel. Compensation to the government shall be effected either by withholding amounts owed to the contractor or by direct payment by the contractor, the method to be determined by the Contracting Officer. All property in need of repairs/maintenance shall be repaired, maintained by the contractor within 30 days of discovery. All repairs/maintenance not performed by the contractor shall be done at the governments option and at the contractors expense.

8.4.10.8 In the case of damaged property, the amount of compensation due to the government by the contractor shall be the actual cost of repair, provided such amount does not exceed the economical repair value (75% of the costs to replace such item). In the case of items lost or damaged beyond economical repair the amount of the contractors liability shall be the full replacement value of the item. Any failure of the contractor to agree with such determination shall be treated as a dispute pursuant to the clause of this contract entitled “Disputes”.

8.4.10.9 Theft, Damage, Loss: The contractor is responsible for any theft, damage or loss of government property at any time when the item(s) are considered under the care and possession of the contractor. The contractor shall replace the item(s) with same or similar item(s) of equal or greater value and of equal or greater operating capabilities.

8.5 Missed Appointments:

8.5.1 If the contractor is unable to make a scheduled delivery/pickup due to a customer not being present at the property, the contractor shall make a telephone call to the FMS service call desk or FMS customer services immediately upon arrival to inform the FMS that there is a possibility of a missed appointment. If the customer has not arrived after 20 minutes, the contractor shall initiate an ‘FMS Missed Appointment Form’ for the missed appointment (this shall include annotation of arrival and departure times). A copy of the ‘FMS missed appointment form’ shall be left at the customer’s residence and the other copy returned to the

FMS, attached to the eMH delivery/pickup paperwork or equivalent hand receipt.

8.5.2 In the event of the missed appointment being a delivery, the contractor shall return all items to the FMS without FMS incurring additional costs.

8.5.3 Missed appointment procedure shall apply when contractor is completing tasks para 8.2, 8.3 and 8.4.

8.6 Furniture and Appliance Repair and Maintenance Program:

8.6.1 The contractor shall establish and maintain a furniture repair and appliance repair program. All repairs shall be conducted in the contractors repair facility and/or the customers residence or dormitories. Appliances repaired at customer’s residence or dormitories shall be part of the service call program. The contractor shall ensure appliances are repaired and maintained according to the manufacturer’s recommendations.

8.6.2 The contractor shall collect upon request from the FMS, furniture and appliances which require repair. Contractor shall ensure furniture and appliances are collected from the FMS within two

(2) working days of receiving the request from the COR. The contractor shall return appliances to the FMS within twenty five (25) working days after collection, unless otherwise approved by the COR. The contractor shall return furniture to the FMS within five (5) working days after collection, unless otherwise approved by the COR. The unit cost of ‘Appliance repair services’ and ‘Furniture repair services’ shall also include the transportation for collecting the item from the FMS and returning the item to the FMS. Furniture repairs shall include, but not be limited to, basic woodworks including re-gluing and re-affixing of furniture components.

8.6.3 The contractor shall upon request collect transformers for testing and repair where necessary.

Contractor shall ensure transformers are collected from the FMS within two (2) working days of receiving the request from the COR. The contractor shall be required to certify the transformers as serviceable and Portable Appliance Tested before return within twenty five

(25) working days unless otherwise approved by the COR. The unit cost of ‘Transformer repair services’ shall also include the transportation for collecting the item from the FMS and returning the item to the FMS.

8.6.4 A work order shall be completed by the contractor for each appliance, furniture and transformer repair. Each work order shall include: date of repair, reported fault, work carried out/diagnostics, appliance/furniture type and MFH/O&M designation. For appliance repairs the work order shall also include the make, model, serial number and barcode. Each work order shall also include a breakdown of any replacement parts used along with the part costs

(if applicable). All paperwork relating to furniture and appliance repairs shall be complete, legible and accurate, and returned with the item to the FMS. All appliances, furniture and transformers shall be affixed with a certificate of serviceability label stating the date of repair/testing and signed. When the FMS request that an appliance shall be cleaned following a repair, the contractor shall annotate and invoice for the ‘clean’ on the existing repair work order.

8.7 Preventative Maintenance Program:

8.7.1 The contractor shall provide the assigned COR a Preventative Maintenance (PM) service of all washers and dryers located in the dormitory laundry rooms on RAF Lakenheath and RAF

Mildenhall. The contractor shall be required to service all US washers and US dryers located in dormitories based on usage. Current usage requires each appliance to be serviced once every

3 months. Additionally, the contractor shall be required to service all commercial specification washers and dryers located in dormitories, based on usage. Current usage requires each appliance to be serviced once every 6 months. All preventative maintenance shall be completed on site in the dormitories. Contractor shall provide a schedule prior to each quarter to outline when each appliance will be serviced.