GPO Laurel Order Fulfillment Services SOW Rev. 1.pdf

SECTION A – STATEMENT OF WORK (SOW)

1. GENERAL CONDITIONS AND REQUIREMENTS

The U.S. Government Publishing Office (GPO) Government Distribution Services (GDS), in coordination with multiple federal agencies, requires order fulfillment services. These services include:

• Warehouse and distribution operations

• Oversight of Print design and small-scale promotional printing

• Oversight of Website design, maintenance, and support

• Customer contact center operations (handling inquiries, publication requests, and complaints)

• Customer account management

• Fulfillment and distribution of orders

• Inventory and financial reporting

• Warehousing and storage of agency publications and materials

All services must be provided in English and supported through multiple communication channels, including phone, email, and written correspondence.

1.1 SCOPE OF WORK

The Contractor shall deliver all services outlined in Section 1 with minimal oversight from the

Government. These services include, but are not limited to:

• Fulfillment and distribution of federal publications

• Print design and promotional printing support

• Website development and ongoing maintenance

• Operation of a customer contact center

• Management of customer accounts and service inquiries

• Preparation of inventory and financial reports

• Warehousing and material handling

The Contractor shall utilize Government Furnished Equipment (GFE), including but not limited to:

• Material Handling Equipment (MHE)

• Automation tools and software systems such as DOTS, ROPS, S-Drive, and Synergy, Oracle

This list is illustrative and not exhaustive.

1.2 GENERAL OPERATING CONDITIONS

The Contractor shall perform services primarily at the following location:

U.S. Government Publishing Office (USGPO)

8660 Cherry Lane, Suite #32

Buildings A, B, C, and D

Laurel, MD 20707

Additional facilities may be designated by the Government as needed.

The federal government maintains a drug- and alcohol-free workplace. The Government reserves the right to test any Contractor personnel for impairment due to drugs or alcohol in the event of:

• Safety-related incidents

• Damage to Government equipment or property

• Any costs associated with such incidents shall be the responsibility of the Contractor.

1.3 PERIOD OF PERFORMANCE

The period of performance for this contract shall be for one (1) base year plus four (4) option years.

1.4 FEDERAL HOLIDAYS

The Contractor shall observe all federal holidays recognized by the U.S. Government. No services shall be required on these days unless otherwise directed by the Contracting Officer.

Observed Federal Holidays

New Year’s Day Martin Luther King Day

Presidents Day Memorial Day

Juneteenth Independence Day

Columbus Day Labor Day

Veterans Day Thanksgiving Day

Christmas Day

Section 1.5 CURRENT DUTY HOURS AND ACCESS TO WORK SITE

A. The normal hours of operation for GPO Government employees (e.g. the Contracting

Officer’s Representative (COR) are Monday through Friday, 6:00 AM – -3:30 P.M. excluding

Federal Holidays.

B. The Contractor shall perform services required under this contract during the normal operating hours of the GPO Monday through Friday, except Federal holidays. The Contractor shall work Saturday and Sundays and Federal holidays when operational requirements dictate.

The contractor will be notified in advance of such occasions when possible.

C. Due to changing traffic requirements brought on by construction, changing weather conditions, and security access to the facility is subject to change, sometimes with little or no warning. Inbound and outbound traffic restrictions may exist. Contractor shall plan to start work on time with minor delays.

Section 1.6 WORK SCHEDULE

A. The Contractor shall perform workload planning and adjust staffing as needed to ensure an adequate number of personnel are available to support the mission from 0600-1530 hours each workday. Subject to change based on work requirements, as determined by the government. The

Contractor shall adjust staffing to minimize the use of overtime. The Contractor may propose to implement a staggered work shifts as their approach to minimize the use of overtime. The

Contractor shall be prepared to adjust operational hours when required by the CO or designee to support changes in the mission requirements.

B. The Contractor shall not work extended hours beyond the normal operating hours without the authorization of the COR. When notified by the COR that overtime is required, the Contractor shall request overtime in writing and provide an overtime report to the COR the next normal working day. The Contractor shall ensure that a Contractor Supervisor and/or Lead(s) are on site during any overtime worked to provide supervision to the Contractor’s employees.

C. The Contractor shall not work overtime without prior coordination with the COR. The

Contractor shall work weekends and Federal holidays when operational requirements dictate.

Notice to work weekends or Federal holidays may be subject to last-minute requests from the customer, or unusually high workload as determined by the COR. The Project Supervisor must rearrange Contractor personnel schedules to minimize use of overtime hours. The Government reserves the right to require the Contractor to work a standard Saturday and/or Sunday Shift when there are temporary increases in demand/ workload or there is a valid customer requirement. This may require the Contractor to make last minute changes to the Contractor

Employee schedules to accommodate this requirement.

1.7 PERSONNEL

A. This is a non-personal services contract. The Government shall not supervise or direct the Contractor’s personnel in the performance of contract services. Contractor employees shall report solely to the Contractor’s Warehouse Manager (Project Manager), who is responsible for ensuring contract compliance and coordination with the Government.

B. Contractor personnel must clearly identify themselves as non-Government employees in all interactions where their status may not be immediately apparent (e.g., answering phones, attending meetings). All Contractor employees shall wear Government-approved identification badges visibly above the waist at all times while on duty. Must possess the ability to provide communicate in English orally and in writing.

C. The Contractor shall utilize a sign-in/sign-out sheet, provided by the COR, listing each employee by name and labor category. This roster will be used to reconcile labor hours and support invoice validation.

D. At the start of the transition period, the Contractor shall provide the names and contact information (including mobile numbers) for all Key Personnel in writing. Key Personnel must be available to meet with Government representatives within one (1) hour during normal duty hours and within two (2) hours outside of normal duty hours, unless on approved leave. Any proposed substitutions for Key Personnel must be submitted in writing to the CO or COR for approval.

E. The Government has identified labor categories in Sections 1.8 (Key Personnel) and 1.8.1

(Non-Key Labor Categories) as necessary to fulfill contract requirements. However, the Contractor may propose alternative labor categories as appropriate to meet performance objectives.

F. Contractor Management Responsibilities

• All Contractor managers and supervisors shall:

• Integrate risk management and internal controls into daily operations to prevent fraud, waste, abuse, and mismanagement.

• Ensure compliance with all contract requirements, including audit sustainment and the development or adherence to Standard Operating Procedures (SOPs).

• Maintain mission compliance, including inventory accuracy at a minimum of 98%, covering all phases from receipt to issuance.

• Monitor workload trends, adjust resources as needed, and implement corrective actions for substandard performance.

• Empower employees to pause operations when issues arise and actively engage in resolving and documenting those issues.

• Use documented issues as input for performance assessments and continuous improvement.

• Ensure execution of the Quality Control Plan (QCP) and report results to the COR and relevant management for evaluation and corrective action.

• Ensure all supervisors and employees are properly trained to perform their duties with a less than 1% error or rejection rate weekly, monthly, annually.

G. Contractor Employee Responsibilities

• All Contractor employees shall:

• Incorporate risk management and internal controls into their daily tasks to prevent fraud, theft, waste, and abuse.

• Adhere to all contract requirements, including audit sustainment and SOPs.

• Stop work immediately when a problem is identified and notify a supervisor or lead for resolution.

1.8. Key Personnel

Project Manager (1.0 FTE)

(DOL Category, 13-1082.00)

Responsibilities

• Collect, organize, and interpret program data.

• Develop reports, dashboards, and presentations for leadership and stakeholders.

• Maintain project tracking systems, documentation, and databases.

• Coordinate meetings and related logistics.

• Support administrative functions to ensure efficient workflow.

• Assist with process improvement initiatives and cross-functional coordination.

• Provide day-to-day oversight of contracted material handlers, ensuring tasks are completed accurately, safely, and in alignment with program requirements.

• Serve as the primary liaison between contractors and the Order Fulfillment Specialist, ensuring clear communication, timely task execution, and resolution of workflow issues.

• Monitor performance, identify operational gaps, and escalate concerns or non-compliance to leadership as needed.

• Support project management activities by tracking progress, updating schedules, and ensuring documentation and deliverables remain on target.

Minimum Experience

• Three (3) years of relevant experience.

Minimum Education

• Associate’s degree in project management, business, or a related field with less than three

(3) years of experience, OR

• Equivalent combination of education and experience.

• Education requirement may be waived with three (3) years of experience in a similar role.

Required Skills

• Proficiency in Microsoft Excel (data analysis, formulas, pivot tables, etc.) and other

Microsoft Office applications.

Strong organizational and communication skills.

• Ability to manage multiple tasks and deadlines.

• Ability to provide direction to contractors, communicate expectations clearly, and ensure adherence to established procedures.

• Working knowledge of project coordination, task tracking, and workflow oversight.

Project Analyst (3.0 FTEs)

(DOL Category 13-1082.00)

Responsibilities

• Collect, organize, and interpret program data.

• Develop reports, dashboards, and presentations for leadership and stakeholders.

• Maintain project tracking systems, documentation, and databases.

• Coordinate meetings and related logistics.

• Support administrative functions to ensure efficient workflow.

• Assist with process improvement initiatives and cross-functional coordination.

Minimum Experience

• Three(3) years of relevant experience.

Minimum Education

• Associate’s degree in project management, business, or a related field with less than three

(3) years of experience, OR

• Equivalent combination of education and experience.

• Education requirement may be waived with three (3) years of experience in a similar role.

Required Skills

• Proficiency in Microsoft Excel (data analysis, formulas, pivot tables, etc.) and other

Microsoft Office applications.

• Strong organizational and communication skills.

• Ability to manage multiple tasks and deadlines.

• Familiarity with database systems or web-based tracking tools.

Junior Project Analyst (2.0 FTEs)

(DOL Category Not Listed)

Responsibilities:

The Junior Program Analyst supports departmental operations by assisting with account reconciliation, data maintenance, and customer service activities. This role is ideal for an early-career professional who is detail-oriented, organized, and eager to learn program operations in a fast-paced environment.

Key Responsibilities

Data & Systems Management

• Maintain and update various databases, logs, and internal websites.

• Ensure data accuracy and support routine reporting needs.

• Track, monitor, audit, and reconcile accounts.

Operational Support & Research

• Research new procedures, tools, and process improvements that enhance departmental operations.

• Assist in documenting updated workflows and best practices.

Customer Service & Communication

• Provide customer service and guidance to lower-level assistants.

• Prepare responses, correspondence, and information for internal and external stakeholders.

• Support team members with administrative and operational tasks as needed.

Minimum Experience

• Entry-level to early-career experience (typically 0–3 years) in program support, finance, data entry, reconciliation, or administrative operations.

Minimum Education

• High school diploma with relevant experience, OR

• Associate’s degree in business, or a related field.

Required Skills

• Strong attention to detail and accuracy.

• Proficiency with Microsoft Excel and other Microsoft Office applications.

• Ability to manage multiple tasks and deadlines.

• Strong communication and customer service skills.

• Ability to learn new systems, processes, and procedures quickly.

• Familiarity with database systems or web-based tracking tools.

1.8.1 NON-KEY PERSONNEL LABOR CATEGORIES

A. The Contractor shall identify and assign appropriate labor categories necessary to fulfill the requirements of this contract. While the Government has developed estimates based on the labor categories listed below, the Contractor may propose alternative categories as needed. Most

Contractor personnel will be required to operate the Government’s Warehouse Management

System (WMS) and various Point of Sale (POS) systems.

Stock Clerk Lead (Lead all staff listed below) (1.0 FTE)

(DOL Category 21130)

Responsibilities:

• Attend meetings in person or virtual as directed by the CO or COR

• Receives assignments from the Management team (e.g. Warehouse and Operations

Manager)

• Delegates tasks to team members and monitors’ progress

• Receives, stows, and issues materials Verifies incoming shipments by counting, sorting, or weighing items.

• Ensures stock conforms to specifications and stows items appropriately

• Prepares inventory reports and requisitions materials as needed,

• Compiles reports on inventory adjustments, equipment usage, and shipment issues

• May mark or label stock and perform minor repairs or adjustments

• Pulls stock to fulfill orders

Requirements:

• Must possess a valid MHE license

• Must be capable of operating MHE with 4K and 6K capacity

• Must use Government accountability systems in daily operations

Order Fulfillment Specialist (e.g 988, TN, etc...) (10.0 FTEs)

(DOL Category: 43-5071)

Responsibilities:

• Attend meetings in person or virtually as directed by the CO or COR

• Process customer orders accurately, meet established production standards, and efficiently use inventory and order management systems.

• Coordinate with warehouse staff to ensure timely picking, packing, and shipping of products.

• Track shipments and resolve any issues related to delays, damages, or discrepancies.

• Maintain inventory accuracy by conducting regular audits and updating records.

• Communicate with internal teams (sales, customer service, logistics) to ensure smooth order processing.

• Generate reports on order status, fulfillment rates, and inventory levels.

• Ensure compliance with company policies and shipping regulations.

• Produce picks and packs at the prescribed levels below and adjust to future levels as continuous process improvements are achieved.

o 15 orders per hour for small (less than 100 pieces) o 10 orders per hour for large (over 100 pieces) o 13 orders per hour for blended order sizes (large and small orders)

Requirements:

• Must be capable of operating and electric or manual pallet jack.

• Strong attention to detail and organizational skills.

• Ability to multitask and prioritize in a fast-paced environment.

• Effective communication and problem-solving abilities.

• Basic knowledge of shipping regulations and documentation.

Warehouse Specialist (3.0 FTEs)

(DOL Category 21410)

Responsibilities:

• Attend meetings in person or virtual as directed by the CO or COR

• Verifies materials against receiving documents and reports discrepancies

• Routes materials to designated storage locations

• Stows, stacks, or palletizes materials per storage guidelines

• Conducts inventory and reports deterioration or damage

• Prepares materials for shipment and may operate hand or power trucks

Requirements:

• Must possess a valid MHE license

• Must be capable of operating MHE with 4K and 6K capacity

• Must use Government accountability systems in daily operations

Mailroom Equipment Operator (3.0 FTEs)

(DOL Category 23470)

Responsibilities:

• Operate mailroom equipment such as:

• Postage meters

• Folder/inserters

• Addressing machines

• Envelope sealers

• Mail sorters

• Prepare outgoing mail and packages for delivery or shipment.

• Sort and distribute incoming mail to appropriate departments or personnel.

• Maintain records of postage usage and mail volumes.

• Ensure equipment is maintained and serviced as needed.

• Follow USPS and internal mail handling procedures.

Requirements:

Technical Proficiency:

• Ability to operate and troubleshoot mailroom equipment such as:

• Postage meters

• Folder/inserters

• Addressing machines

• Envelope sealers

• High-speed sorters

• Familiarity with USPS mailing standards and commercial shipping platforms (e.g., FedEx, UPS).

Attention to Detail:

• Ensure accurate postage, labeling, and sorting.

• Detect and correct errors in mail processing.

• Physical Requirements:

Ability to lift 50 lbs. (Case of copier paper)

• Stand for extended periods and perform repetitive tasks.

• Organizational Skills:

Maintain logs of outgoing/incoming mail.

• Track postage usage and prepare reports.

Communication:

• Coordinate with internal departments and external carriers.

• Follow written and verbal instructions accurately.

Security Requirements

• U.S. citizenship required.

• Ability to pass a background check

1.9 PERSONNEL QUALIFICATIONS AND CERTIFICATIONS

A. All Contractor personnel shall possess a minimum of two (2) years of relevant experience in the functions to which they are assigned. Personnel operating Material Handling Equipment

(MHE) must obtain and maintain a valid operating permit for the specific equipment used (e.g., 4K and 6K capacity forklifts, order pickers, electric and manual pallet jacks). The Contractor is responsible for:

• Providing MHE operations training

• Ability to provide communicate in English orally and in writing

• Ensuring MHE operators undergo an initial physical examination prior to licensing

• Renewing MHE operator licenses every three (3) years

• Ensuring all employees pass a controlled substance screening in accordance with the

Contractor’s policy prior to beginning work at GPO

B. Contract work requires proficiency in standard warehousing and material handling techniques.

All Contractor personnel must:

• Be proficient in reading and communicating effectively in English

• Possess basic math skills

• Be familiar with the use of personal computers

• Be physically capable of standing, bending, lifting, and walking for extended periods

• Be able to lift and carry materials up to 40 pounds

C. The Contractor is responsible for obtaining and maintaining all required licenses and certifications in compliance with applicable Federal, State, and local laws. Updated copies of all relevant licenses and certifications must be maintained and made available to the Government upon request.

2.0 SECURITY

A. The Contractor shall ensure the physical security of all Government property, accountable assets, and sensitive information provided under this contract. All materials must be protected against theft, sabotage, or any act of illegal destruction. Contractor personnel shall comply with all applicable GPO directives, policies, and training related to security.

B. All Contractor personnel entering GPO facilities to perform contract duties must adhere to

GPO security regulations and may be subject to security screening. Personnel and property are subject to search and seizure upon entry, while on-site, and upon departure, in accordance with facility regulations.

C. Contractor personnel shall maintain professional conduct at all times. The Government reserves the right to request the removal of any individual whose behavior is deemed by the

Contracting Officer (CO) or Contracting Officer’s Representative (COR) to be:

• Contrary to public interest

• Detrimental to health, morale, or welfare

• Disruptive to good order

• Inconsistent with GPO’s business practices

D. In the event of a labor strike involving Contractor personnel, the Contractor shall bear the cost of any additional security measures deemed necessary by GPO Police. The Contractor remains responsible for uninterrupted contract performance at no additional cost to the Government.

E. The Contractor shall report any security deviations or Practices Dangerous to Security (PDS) to the COR or designee within one (1) hour of discovery. Examples include, but are not limited to:

• Improper disposal of sensitive documents

• Unsecured doors or access points

• Unauthorized access to restricted areas (e.g., pilferable or hazardous storage)

• Upon identification, the Contractor shall take immediate corrective action, which may include procedural changes or additional training to prevent recurrence.

F. Any suspected, alleged, or actual criminal activity must be reported immediately to the CO or

COR.

G. The Contractor shall monitor and control access to all facilities used under this contract. At the end of each workday, the Contractor shall ensure that all overhead doors, warehouse doors, and windows are secured. Any keys issued by the Government must be safeguarded and accounted for at all times.

H. The Contractor and its employees shall comply with GPO parking regulations. All vehicles must be parked in designated areas only, and all personnel must adhere to Federal and State driving laws while operating vehicles on Government property.

2.1 ACCESS IDENTIFICATION BADGE (ID BADGE)

A. All Contractor personnel are required to obtain and maintain a GPO-issued Access

Identification (ID) Badge. ID Badges will be issued upon:

• A favorable suitability determination for the employee’s role

• Approval for temporary Information Technology (IT) access, pending completion of required training

• The Contractor shall submit ID Badge requests to the Contracting Officer (CO) or their designated representative.

B. The Contractor is responsible for the safeguarding of all issued ID Badges. The following requirements apply:

• ID Badges shall not be shared under any circumstances

• Each Contractor employee must wear their ID Badge conspicuously above the waist at all times while on-site

• Personnel not wearing a visible ID Badge may be denied access or removed from the work area

• ID Badges may not be used for personal identification outside of GPO-related purposes

C. In the event of a lost or damaged ID Badge, the Contractor shall notify the CO or designee within one (1) working hour of discovery. The Contractor is responsible for:

• Coordinating the issuance of a replacement badge

• Paying any applicable replacement fee (currently $10, subject to change)

• Returning all Government-issued ID Badges upon the termination of employment or contract completion

Failure to return a Government-issued ID Badge may result in criminal charges under Title 18, U.S. Code, Sections 499 and 701.

2.2 INFORMATION SYSTEM SECURITY

A. All Contractor personnel granted access to Government-furnished computers or systems must adhere to GPO IT security policies and procedures as issued by the GPO Information Technology

Department. The Contractor shall notify the COR within twelve (12) hours when personnel no longer require system access due to resignation, reassignment, termination, or completion of contract duties.

Contractor personnel requiring access to GPO-managed systems must:

• Comply with all GPO information assurance and cybersecurity policies

• Sign a User Awareness Agreement provided by the IT Department or COR prior to receiving initial network credentials

B. The Contractor shall comply with all copyright and software usage policies. To protect

Government systems from malware and unauthorized access:

• Public domain software and downloads from public bulletin boards or internet websites are strictly prohibited

• Only Government-furnished software may be used in the performance of contract duties

If a computer virus or malicious software is introduced due to unauthorized software use, the

Contractor shall be fully responsible for:

• Repairing all damage to systems, software, or data

• Covering all associated costs

• Ensuring no impact to contract performance or delivery schedules

2.3 CONTACT OF A SUSPICIOUS NATURE

A. Contractor personnel who are contacted under suspicious or potentially compromising circumstances must report the incident immediately to their supervisor. The supervisor shall notify the COR within two (2) hours. Suspicious contacts include, but are not limited to:

• Contact suggesting potential targeting by intelligence or terrorist organizations

• Requests for unauthorized access to classified or sensitive information

• Contact with a known or suspected intelligence officer

• Contact with a foreign diplomatic establishment, either domestic or abroad

• Contractor personnel in sensitive positions may be required to notify their supervisory chain in advance of any contact with foreign diplomatic entities or travel to countries identified by the U.S. Department of State as adversarial.

B. Contractor personnel must also report any knowledge of activities related to:

• Espionage or terrorism

• Unauthorized technology transfer

• Sabotage, sedition, subversion, or treason

• Unauthorized release of classified or controlled information

• Intrusions into automated information systems

Such reports must be made immediately to the COR for appropriate action.

2.4 SAFEGUARDING INFORMATION

A. The Contractor shall not disclose or allow access to sensitive information or details regarding

GPO operations to any government or non-government agency, organization, or individual unless explicitly authorized by the Contracting Officer’s Representative (COR). Upon receipt of an authorized request, the Contractor shall provide the requested documents or files to the COR within one (1) hour. All files and records are the property of the Government and must be returned to the COR upon contract completion or termination.

B. The Contractor may be required to access proprietary or sensitive data belonging to a government agency or third party. Such information shall not be disclosed, reproduced, or used for any purpose other than that specified in the contract. Disclosure is only permitted to authorized Government personnel or with written approval from the COR.

C. Unauthorized disclosure of information related to Distribution Center operations, or failure to safeguard classified or sensitive materials, may result in criminal liability for the Contractor, its agents, or employees. No Contractor personnel shall disseminate information that could compromise the security or continuity of GPO operations.

3.0 SAFETY AND OCCUPATIONAL HEALTH (SOH)

A. GPO is committed to maintaining an accident- and injury-free workplace. Contractors are responsible for implementing and maintaining their own Safety and Occupational Health (SOH) programs, which must address the following elements:

• Management leadership and employee involvement

• Worksite analysis

• Hazard prevention and control

• Clear procedures for reporting suspected hazards

• Protection against retaliation for hazard reporting

• Defined timelines for investigating and responding to reported hazards

• Safety training for all personnel

B. The Contractor shall submit a written SOH Program to the CO or designee for review and acceptance no later than 30 calendar days prior to the start of full performance. Updates or revisions must be submitted within 30 working days of any changes. The SOH Program must outline the Contractor’s approach to identifying, evaluating, and mitigating occupational hazards, and must meet all minimum regulatory requirements.

C. The Contractor shall designate a Safety and Occupational Health Representative to oversee implementation and enforcement of the SOH Plan during all working hours. All applicable

OSHA regulations must be followed unless a written exemption is granted by the CO or their representative.

D. In accordance with GPO Directive 670.10D – Safety Program, all GPO and non-GPO personnel shall:

• Comply with safety guidance outlined in GPO directives

• Promptly report unsafe conditions or activities, including fire and health hazards, to a supervisor

• Report near misses, illnesses, and injuries to the COR, CO, and Safety Branch using GPO

Form 692, within the same workday

E. The Contractor shall print and post a copy of their OSHA Form 300A in the workplace from

February 1 through April 30 each year, reflecting the previous calendar year’s data.

F. The Contractor’s SOH Representative shall attend formal safety meetings and councils, and participate in safety campaigns, training sessions, and other initiatives as requested by the CO or their representative.

G. The Contractor shall ensure all personnel wear appropriate Personal Protective Equipment

(PPE), including but not limited to:

• Safety shoes or boots

• Hearing protection

• Eye protection

• Gloves

• Safety harnesses (as applicable)

PPE must be worn at all times within designated work areas, including fire lanes. The

Government will not provide or reimburse for PPE. Employees not in compliance may be removed from the worksite.

3.1 PREPAREDNESS EXERCISES

A. As directed by the Contracting Officer (CO) or Contracting Officer’s Representative (COR), the Contractor shall participate in preparedness exercises related to:

• Security and disaster response

• Wartime contingency operations

• Emergency and environmental preparedness

These exercises are designed to ensure readiness and continuity of operations under various emergency scenarios.

B. The CO or COR will coordinate the Contractor’s participation in Continuity of Operations

Plan (COOP) exercises. The objectives of these exercises include:

• Validating the effectiveness of COOP procedures

• Testing data integrity and application recoverability

• Verifying system connectivity

• Identifying deficiencies and documenting lessons learned

• Improving recovery procedures and documentation

• These exercises simulate disaster scenarios requiring the relocation of critical multi-customer applications to alternate processing facilities.

C. The Contractor shall participate in emergency notification drills and personnel accountability exercises, including:

• Telephonic recall and status reporting

• Establishing and maintaining an effective Personnel Accountability System

• Conducting accountability tests twice annually or as directed by the CO or COR

During these exercises, the Contractor shall:

• Determine the status and location of all assigned personnel

• Report personnel status to the CO or COR within established timelines

• Continue periodic status updates until directed otherwise

In the event of a real emergency, the Contractor shall follow its established accountability procedures under the direction of the CO or COR.

D. To ensure a smooth and orderly transition of Distribution Center operations, the Contractor shall participate in a phase-in period alongside the incumbent Contractor. This transition period:

• Begins on the effective date of the contract

• Shall not exceed 90 calendar days

• Ends when full performance begins on day 91 or on a date determined during the Post

Award Conference

E. Transition Plan and Reports

The Contractor shall develop and submit a Transition Plan that outlines the actions, procedures, timelines, and resources necessary to ensure a smooth transition from contract award to full performance, with minimal disruption to ongoing operations. The plan shall include a Plan of

Action and Milestones (POAM) developed using Microsoft Project or equivalent software, and must address the following:

• Transition Team: Identify the team responsible for executing the transition plan and managing the POAM. Include names, roles, and responsibilities for each team member.

• Key Personnel Onboarding: Specify when Key Personnel (as defined in Section C-1.3.1) will be onboarded and on-site. Submit all Key Personnel résumés to the CO or designee no later than 10 calendar days after the start of the transition. Complete all Key Personnel hiring actions no later than day 45 of the transition period.

• Hiring Plan for All Personnel: Describe the approach and timeline for completing all hiring actions necessary to meet contract requirements.

• Training Plan: Outline the training strategy for preparing the Contractor’s workforce to perform contract duties.

Facilities and Equipment Requirements: Identify the office space, training space, and equipment

(e.g., telephones, LAN access) required during the transition. The Government will provide access to operational facilities and temporary resources within current constraints. These may not represent the Contractor’s permanent assignments.

• The Contractor shall not interfere with incumbent operations during this period.

• Support Actions: Describe any additional support needs (e.g., materials, supplies, travel) required during the transition.

• Reports and Deliverables: Detail how required reports, plans, programs, and procedures will be developed and submitted during the transition.

F. Hiring and Training Completion

The Contractor shall complete all hiring and training actions in accordance with the approved

Transition Plan. This includes, but is not limited to:

• Ensuring all new employees are trained and ready to begin work on the first day of full performance.

• Completing all Key Personnel hiring actions and initiating any required personnel clearance processes.

• Making job offers to incumbent contract employees (if applicable), completing all other hiring actions, and ensuring participation in on-site Distribution Operations Training during the transition period.

G. Government Orientation

The Government will provide a formal orientation for all Contractor personnel during the final five (5) days of the phase-in period. Orientation topics will include:

• Facility and operational familiarization

• Parking and access procedures

• Worksite and building orientation

H. Weekly Transition Reporting

During the phase-in period, the Contractor shall submit a weekly written report to the CO or designee detailing the status of all tasks outlined in the Transition Plan. The CO or designee may accept completed tasks based on these reports.

The Contractor shall also:

• Submit a final transition report summarizing all completed tasks five (5) working days before the end of the phase-in period.

• Participate in a walkthrough with the CO or designee to verify completion of all transition tasks.

• Include in each weekly report a summary of personnel actions, including names, positions, certifications, licensing, training status, and background investigation progress

(if applicable).

• Provide documentation of completed training for all personnel prior to the end of the phase-in period.

4.0 CONTRACTOR-FURNISHED TRAINING, SUPPORT SERVICES AND

RESPONSIBILITY FOR GOVERNMENT FURNISHED EQUIPMENT

4.1 CONTRACTOR RESPONSIBILITIES FOR GOVERNMENT-FURNISHED

EQUIPMENT

A. The Contractor shall perform and document daily operator maintenance and safety checks prior to operating equipment. Contractor employees shall inspect equipment for discrepancies before, during, and after operation to ensure that the equipment is in a safe and serviceable condition and document the inspection on GPO provided document. The Contractor employees shall perform operator maintenance that includes but is not limited to replacing fuses, maintaining tire pressure, and topping off fluid levels, to include adding water to the battery. The Contractor shall document discrepancies and immediately report them to the COR for correction before operating the equipment. Maintenance and repair above the daily operator maintenance will be performed by the Government.

4.2 CONTRACTOR EQUIPMENT

A. The Contractor shall furnish all Personal Protective Equipment (PPE) required by

OSHA specific to the work being performed (e.g., steel toed shoes or boots, work gloves, safety glasses, hearing protection, MHE harnesses).

B. In some areas of the warehouse environment, there is low level lighting, which is not sufficient to support accurate inventory counts or other warehouse functions. The

Contractor shall provide appropriate personnel lighting equipment.

4.3 EQUIPMENT USER LEVEL MAINTENANCE

Equipment maintenance is critical to the distribution operations

MHE is a significant part of the preventative maintenance requirements.

• Input all Preventive Maintenance (PM) and Unscheduled Maintenance/Repair (UM) actions into an automated log.

• Implement the PM schedule using industry acceptable preventive, corrective maintenance and repair standards.

• Use good fleet management practices, such as rotating equipment using the utilization data available.

• Ensure proper equipment chain of custody, capturing of utilization, fuel consumption and days utilized; equipment dispatching must be performed

• by as prescribed by GPO.

4.4 TRAINING

A. Contractor Training Responsibilities

The Contractor shall be responsible for all training-related costs not allowable within GPO governing guidance and associated regulations. Travel costs for individuals who fail

Government-provided training will not be reimbursed.

The Contractor shall:

1. Train and certify all personnel in accordance with applicable Federal, State, local, and contract-specific requirements, including those referenced in regulatory documents cited in the contract.

2. Determine appropriate training courses to ensure that employees receive the right training at the right time, particularly for Audit Sustainment and successful Independent Public

Accountant (IPA) audits.

3. For training not tracked in the GPO Workplace Development and Education Training

System (GPOWDET), the Contractor shall maintain complete training records for the duration of the contract. These records must include:

o Employee name o Course title o Training provider/source o Description of training o Date of successful completion

Records must be made available to the Contracting Officer (CO) or designee upon request.

Following any one-time Government-provided training, the Contractor shall be responsible for training its workforce to meet contract requirements. The Government may offer additional training at its discretion. Any supplemental training, including associated costs, shall be the

Contractor’s responsibility.

B. GPO-WDET System Integration

Mandatory enterprise-wide training prescribed by GPO will be tracked in the GPOWDET automated system, which provides:

• Electronic notifications for initial and refresher training

• Tracking of training compliance for Contractor personnel

The Contractor shall submit updates to the Government no later than 15 calendar days after any changes, additions, or deletions to personnel records requiring updates in GPOWDET.

C. Training Records and Quota Management

GPOWDET is used for quota management across all GPO employees and contractors. The

Contractor shall:

• Ensure all required training is assigned and tracked in employee records

• Submit updates to employee training records within 15 calendar days of any changes

• Maintain a Proposed Training Plan for all required training and on-the-job training (OJT) to ensure employees are trained to standard

• Review and update training requirements annually to reflect current standards and references

• Maintain records of all completed training, including recertifications, and make them available to the CO or designee upon request

D. Training Documentation and On-Site Records

The Contractor shall maintain on-site copies of all Government and Contractor-provided training records, designation letters, and certificates for the duration of the contract. For training not tracked in GPOWDET, records must include:

• Employee name

• Course title

• Training provider/source

• Description of training

• Date of completion

For on-the-job training (OJT), the Contractor shall maintain:

• Sign-in rosters

• Training materials used

• Documentation of completion

These records must be available for review by the CO or designee upon request.

4.5 DISTRIBUTION OPERATIONS TRAINING

A. The Contractor shall implement a structured Distribution Operations Training Program to ensure all employees are proficient in their assigned duties. The program shall include the following requirements:

1. Monthly Assessments: Conduct monthly evaluations of all Contractor personnel

(supervisory and non-supervisory) after the start of full performance. Each employee must be assessed at least annually to validate proficiency in their assigned distribution functions.

2. Training Status Tracking: Maintain a current accounting of all personnel by training status:

• T – Trained

• P – Progressing

• U – Untrained

Status shall be based on the employee’s proficiency in standard distribution processes as defined by current policies.

3. Assessment Documentation: Provide standardized documentation for each assessment, including:

• Employee name

• Date of assessment

• Evaluation of the employee’s ability to follow process steps and controls

4. New or Reassigned Employees: Provide training (OJT or formal) within three (3) working days of system access or reassignment. Supervisors or Managers must certify training completion and assess proficiency within five (5) working days of assignment.

5. Restrictions on Untrained Personnel: Employees in a U (Untrained) status shall not work independently. A minimum of five (5) working days of OJT is required before an employee may be validated to P (Progressing) status. New employees must be validated to P status no later than ten (10) working days after gaining system access or reassignment. Documentation must support the employee’s status and any changes.

5.0 PROPERTY ACCOUNTABILITY

A. The Contractor shall maintain custody and care of all Government-furnished property and mission stock, including but not limited to:

• Buildings and access points

• Material Handling Equipment (MHE)

• Storage aids

• Other operational property

Title to all mission stock remains vested with the Government throughout the contract period.

The Contractor shall ensure quantitative and physical control of all property under their responsibility.

B. The Contractor shall provide adequate protection for all materials in their custody. In the event of any loss, damage, or compromise, the Contractor shall immediately notify the COR.

5.1 STAFF ACCOUNTABILITY

A. The Contractor shall establish and maintain a documented process for holding employees accountable for:

• Poor quality of work

• Inadequate performance

• Attendance issues

• Unprofessional conduct

This process shall be submitted to the Contracting Officer (CO) and Contracting Officer’s

Representative (COR). The Project Manager (PM) shall have full authority to implement and enforce this process, including the removal or termination of employees when necessary.

B. The CO and / COR reserves the right to deny facility access and confiscate the GPO-issued access badge of any Contractor employee who:

• Repeatedly performs duties in an egregious, unsafe, or negligent manner

• Exhibits aggressive, disruptive, or unprofessional behavior

• Consistently delivers substandard work

• Displays behavior or speech that suggests a potential for workplace violence, as defined by the Occupational Safety and Health Administration (OSHA)

6.0 QUALITY CONTROL PLAN (QCP)

A. GPO Distribution leadership is committed to a collaborative quality framework that integrates

Contractor-led Quality Control (QC) with Government-led Quality Assurance (QA) to ensure high performance standards. SOPs will be provided and currently under revision. SOPs and

CORs are the authority on quality and level of acceptance of deliverables.

Key Elements:

• Contractor Quality Control (QC):

• Serves as the first line of defense against errors and non-conformance. The Contractor shall proactively identify deficiencies, conduct root cause analysis, and implement timely corrective actions.

Government Quality Assurance (QA):

• Provides an additional layer of oversight through surveillance and performance evaluation across all contract requirements.

• The Contractor shall submit all non-conforming QC inspection results to the CO or designee within 24 hours of discovery.

GPO will implement a Quality Assurance Surveillance Plan (QASP) to:

• Monitor the effectiveness of the Contractor’s QCP

• Provide a structured method for evaluating Contractor performance

• Ensure contract deliverables meet acceptable standards

Government QA personnel may use various surveillance methods, including:

• Document and report reviews

• Direct observation of processes

• “Knowledge checks” — informal conversations with Contractor employees to assess their understanding of procedures when direct observation is not possible

7.0 Workload

Folding and Insertion (See Exhibit 1 Sample Client)

The folder inserter operator is responsible for the following:

Machine Setup and Operations

• Configure DS2001 folder inserter or similar for various jobs specification

• Load materials (envelopes inserts, forms) and monitor machine performance

• Adjust settings for fold types, insert sequences, and envelope sizes.

Quality Control

• Inspect output for accuracy, alignment and completeness

• Ensure barcodes and addresses meet postal standards

• Troubleshoot jams and misfeeds promptly

Maintenance

• Perform routine cleaning and minor maintenance

• Report mechanical issues to supervisor or maintenance team

Documents and Reporting

• Maintain logs of production output and machine performance

• Complete job ticket and verify job specifications

• Lift 50lbs (case of copier paper)

Team Collaboration

• Assist with inventory of supplies and restocking

• Coordinate with creator of print files via written correspondence (email), voice dialog over the phone

Annual production for 2024

• Over 2.3M letters mailed

• 11K per day possible during peak season

• Machine capacity up to 4,800 envelops per hour

7.1 Order Fulfilment (See Exhibit 2 Sample Client)

The order fulfilment Specialist is responsible for the following:

Order Processing

• Processing and completing orders for printed government publications, poster, pamphlets

• Printing and reviewing incoming orders

• Verifying specifications, quantities, and delivery requirements

Inventory Materials

• Monitor Inventory levels of printed materials

• Prepare material for shipment including labeling and documentation

Quality Assurance

• Inspect completed orders for accuracy and compliance with published standards

• Ensure packing meets federal guidelines and customer expectations

System Usage

• Utilize GPO system to manage orders and generate reports as required

• Follow SOP for process adherence

Annual production for 2024

• Orders- 94.3K

• Lines- 456.8K

• Item Count 2.5M

Production Rate

GPO Laurel Distribution Center supports 30 different customers and is growing. Customer orders vary by customer type and seasons. All fulfillment employees’ total production rate is systematically tracked by user ID. (See example below)

Largest Customer (most active) up to 450 orders daily

• 15 orders per hour for small (less than 100 pieces

• 10 orders per hour for large (over 100 pieces)

• 13 orders per hour for blended order sizes (large and small orders)

• Total for 2024; 33.4K orders, and 822K items picked

Smallest Customer (least active)

• Total for 2024; 25 orders, and 98 items picked

7.2 Warehouse Specialist

Warehouse Specialist is responsible for the following, as well ensures efficient handling, storage and distribution of materials in compliance with safety and operational standards

Inventory Management

• Perform cycle counts 13 per day,

• Estimated 3K annually

Equipment Operations

• Operate electric Pallet Jacks, 4k and 6K forklift 4-6 hours daily

• Operate manual pallet jacks