HDQMWR-19-R-0036_Call_Center.pdf

SOLICITATION, OFFER AND AWARD 1. THIS CONTRACT IS A RATED ORDER

UNDER DPAS (15 CFR 700)

RATING PAGE OF PAGE

1 58

2. CONTRACT NUMBER 3. SOLICITATION NUMBER 4. TYPE OF SOLICITATION

SEALED BID (IFB)

NEGOTIATED (RFP)

5. DATE ISSUED 6. REQUISITION/PURCHASE

NUMBER

HDQMWR-19-R-0036 30 SEP 2019

7. ISSUED BY CODE 8. ADDRESS OFFER TO (If other than item 7)

COMMANDER, NAVY INSTALLATIONS COMMAND

NAF ACQUISITIONS BRANCH N945

5720 INTEGRITY DRIVE LASSEN BUILDING 457

MILLINGTON, TN 38055-6500

POC: PEGGY BAYSINGAR, 901-874-6512

PEGGY.BAYSINGAR@NAVY.MIL

NOTE: In sealed bid solicitations “offer” and “offeror” mean “bid” and “bidder”.

SOLICITATION

9. Sealed offers in original and See Section L.2 copies for furnishing the supplies or services in the Schedule will be received at the place specified in Item 8, or if hand carried, in the depository located in See Section L.4 until 12:00 pm local time 31 October 2019 (Hour) (Date) CAUTION - LATE Submissions, Modifications, and Withdrawals: See Section L, Provision No. L-6. All offers are subject to all terms and conditions contained in this solicitation.

10. FOR

INFORMATION

CALL:

A. NAME B. TELEPHONE (NO COLLECT CALLS) C. E-MAIL ADDRESS

PEGGY BAYSINGAR

AREA CODE NUMBER EXT.

peggy.baysingar@navy.mil 901 874 - 6512

11. TABLE OF CONTENTS

(X) SEC. DESCRIPTION PAGE(S) (X) SEC. DESCRIPTION PAGE(S)

PART I - THE SCHEDULE PART II - CONTRACT CLAUSES

X A SOLICITATION/CONTRACT FORM 1 X I CONTRACT CLAUSES 20-25

X B SUPPLIES OR SERVICES AND PRICES/COSTS 2-4 PART III - LIST OF DOCUMENTS, EXHIBITS AND OTHER ATTACH.

X C DESCRIPTION/SPECS./WORK STATEMENT 5-11 X J LIST OF ATTACHMENTS 26

D PACKAGING AND MARKING PART IV - REPRESENTATIONS AND INSTRUCTIONS

X E INSPECTION AND ACCEPTANCE 11 X K REPRESENTATIONS, CERTIFICATIONS AND OTHER

STATEMENTS OF OFFERORS 27-28 X F DELIVERIES OR PERFORMANCE 11-12

X G CONTRACT ADMINISTRATION DATA 12-13 X L INSTRS., CONDS., AND NOTICES TO OFFERORS 29-35

X H SPECIAL CONTRACT REQUIREMENTS 13-19 X M EVALUATION FACTORS FOR AWARD 35-39

OFFER (Must be fully completed by offeror)

12. In compliance with the above, the undersigned agrees, if this offer is accepted within calendar days (60 calendar days unless a different period is inserted by the offeror) from the date for receipt of offers specified above, to furnish any or all items upon which prices are offered at the price set opposite each item, delivered at the designated point(s), within the time specified in the schedule.

13. DISCOUNT FOR PROMPT PAYMENT 10 CALENDAR DAYS (%) 20 CALENDAR DAYS (%) 30 CALENDAR DAYS (%) CALENDAR DAYS (%) (See Section I, Clause No. 17) NET 30

14. ACKNOWLEDGMENT OF AMEND-

MENTS (The offeror acknowledges receipt of amendments to the SOLICITATION for offerors and related documents numbered and dated):

AMENDMENT NO. DATE AMENDMENT NO. DATE

15A. NAME AND

ADDRESS

OF OFFEROR

CODE FACILITY 16. NAME AND TITLE OF PERSON AUTHORIZED TO SIGN OFFER

(Type or print)

15B. TELEPHONE NUMBER

15C. CHECK IF REMITTANCE ADDRESS

IS DIFFERENT FROM ABOVE - ENTER

SUCH ADDRESS IN SCHEDULE.

17. SIGNATURE 18. OFFER DATE

AREA CODE NUMBER EXT.

AWARD (To be completed by Government)

19. ACCEPTED AS TO ITEMS NUMBERED 20. AMOUNT 21. ACCOUNTING AND APPROPRIATION

NON APPROPRIATED FUNDS

22. AUTHORITY FOR USING OTHER THAN FULL AND OPEN COMPETITION: 23. SUBMIT INVOICES TO ADDRESS

SHOWN IN (4 copies unless otherwise specified)

ITEM

10 U.S.C. 2304(c) ( ) 41 U.S.C. 253(c) ( ) SEE BLOCK 7

24. ADMINISTERED BY (If other than Item 7) CODE 25. PAYMENT WILL BE MADE BY CODE

See Section G

26. NAME OF CONTRACTING OFFICER (Type or print) 27. UNITED STATES OF AMERICA 28. AWARD DATE

(Signature of Contracting Officer)

IMPORTANT - Award will be made on this Form, or on Standard Form 26, or by other authorized official written notice.

AUTHORIZED FOR LOCAL REPRODUCTION

Previous edition is unusable

STANDARD FORM 33 (REV. 9-97)

Prescribed by GSA - FAR (48 CFR) 53.214 (c) mailto:peggy.baysingar@navy.mil

HDQMWR-19-R-0036

PART I, SECTION B: SUPPLIES OR SERVICES AND PRICES/COSTS

B-1. GENERAL: This is a procurement of the Commander, Navy Installations Command (CNIC) Morale, Welfare, and Recreation (MWR) Nonappropriated Funds Instrumentality (NAFI), hereinafter referred to as NAFI.

B-2. TYPE OF CONTRACT: It is anticipated that this solicitation is to be awarded as a Firm-Fixed Price type contract with a Base Year of One (1) year with Four (4) One Year option periods.

B-3. SUPPLIES AND/OR SERVICES PRICE/COST SCHEDULE: Offeror is to fill in the proposed pricing table below.

B-4. AWARD: Upon award of contract, Sections K, L, and M of the solicitation will be removed, and the Contractor’s technical proposal, including any revisions will be incorporated by reference subject to Clause 16, Order of Precedence.

CLIN Description Estimated Quantity

U/I Unit Price Total Price

Transistion Period

TR0001 FFP Contract Transition Requirements 3 Month

Transition Period Estimated Total $

BASE YEAR

Quantity U/I Unit Price Total Price

Navy Lodging (NL) -Navy Gateway Inns and Suites (NGIS)

NL0001 FFP Call Volume Range (Monthly)

NL0001a FFP 30,000-35,000 calls answered 12 Month

NL0001b FFP 25,000-30,000 calls answered 12 Month

NL0001c FFP 20,000-25,000 calls answered 12 Month

NL0001d FFP 15,000-20,000 calls answered 12 Month

NL0001e FFP 10,000-15,000 calls answered 12 Month

Navy Getaways (NG)

NG0002 FFP Call Volume Range (Monthly) 12

NG0002a FFP 10,000-15,000 calls answered 12 Month NG0002b FFP Less than 10,000 calls answered 12 Month

Base Year Estimated Total $

NOTE: *Highest tier range captured from historical trends. Lodging privatization will decrease number of calls starting 2020. Decrease will occur over time with 30-day notice to contractor.

OPTION YEAR 1

Quantity

U/I Unit Price Total Price

Navy Lodging (NL) -Navy Gateway Inns and Suites (NGIS)

NL1001 FFP Call Volume Range (Monthly) 12 NL1001a FFP 30,000-35,000 calls answered 12 Month

NL1001b FFP 25,000-30,000 calls answered 12 Month

NL1001c FFP 20,000-25,000 calls answered 12 Month

NL1001d FFP 15,000-20,000 calls answered 12 Month

NL10051e FFP 10,000-15,000 calls answered 12 Month

Navy Getaways (NG)

NG1002 FFP Call Volume Range (Monthly) 12

NG1002a FFP 10,000-15,000 calls answered 12 Month NG1002b FFP Less than 10,000 calls answered 12 Month

Option Year 1 Estimated Total $

OPTION YEAR 2

Quantity U/I Unit Price Total Price

Navy Lodging (NL) -Navy Gateway Inns and Suites (NGIS)

NL2001 FFP Call Volume Range (Monthly) 12

NL2001a FFP 30,000-35,000 calls answered 12 Month

NL2001b FFP 25,000-30,000 calls answered 12 Month

NL2001c FFP 20,000-25,000 calls answered 12 Month

NL2001d FFP 15,000-20,000 calls answered 12 Month

NL20051e FFP 10,000-15,000 calls answered 12 Month

Navy Getaways (NG)

NG2002 FFP Call Volume Range (Monthly) 12

NG2002a FFP 10,000-15,000 calls answered 12 Month

NG2002b FFP Less than 10,000 calls answered 12 Month

Option Year 2 Estimated Total $

OPTION YEAR 3

Quantity U/I Unit Price Total Price

Navy Lodging (NL) -Navy Gateway Inns and Suites (NGIS)

NL3001 FFP Call Volume Range (Monthly) 12

NL3001a FFP 30,000-35,000 calls answered 12 Month

NL3001b FFP 25,000-30,000 calls answered 12 Month NL3001c FFP 20,000-25,000 calls answered 12 Month

NL3001d FFP 15,000-20,000 calls answered 12 Month

NL30051e FFP 10,000-15,000 calls answered 12 Month

Navy Getaways (NG)

NG3002 FFP Call Volume Range (Monthly) 12

NG3002a FFP 10,000-15,000 calls answered 12 Month NG3002b FFP Less than 10,000 calls answered 12 Month

Option Year 3 Estimated Total $

OPTION YEAR 4

Quantity U/I Unit Price Total Price

Navy Lodging (NL) -Navy Gateway Inns and Suites (NGIS)

NL4001 FFP Call Volume Range (Monthly) 12 NL4001a FFP 30,000-35,000 calls answered 12 Month

NL4001b FFP 25,000-30,000 calls answered 12 Month NL4001c FFP 20,000-25,000 calls answered 12 Month

NL4001d FFP 15,000-20,000 calls answered 12 Month

NL40051e FFP 10,000-15,000 calls answered 12 Month

Navy Getaways (NG)

NG4002 FFP Call Volume Range (Monthly) 12

NG4002a FFP 10,000-15,000 calls answered 12 Month

NG4002b FFP Less than 10,000 calls answered 12 Month

Option Year 4 Estimated Total $

Base Year & All Option Years Total Estimated Price $______________

NOTE: Currently, the Navy Lodging Program (NLP) consists of:

1. Navy Gateway Inns & Suites (NGIS)- 66 properties*

a. Navy Commercial Lodging Program (NCLP)- Bahrain, Jacksonville/Mayport, FL, Dahlgren, VA, Guam**

2. Navy Getaways (NG)- 53 properties

*Lodging privatization will decrease this number starting 2020. Expectation is approximately 15 properties as an end result.

**Lodging privatization will decrease this number starting 2020. Expectation requirement will include Bahrain market.

(END OF SECTION B)

PART I, SECTION C: DESCRIPTION/SPECIFICATIONS/WORK STATEMENT

PERFORMANCE WORK STATEMENT

C-1. INTRODUCTION. The Commander of Navy Installations Command (CNIC) Fleet and Family Readiness (FFR) organization is a United States (U.S) Department of Defense (DoD) agency that provides Quality of Life (QOL) support services for Military Departments, Military Members and their families under conditions of peace and war. FFR facilities include Navy Gateway Inns & Suites, Navy Getaways (campsites, hotels, cabins, cottages, RV Parks) fitness and sports centers, theaters, libraries, golf courses, bowling operations, marinas, outdoor recreation, community recreation, Single Sailor or Liberty programs, Information Tickets and Travel, pools, and food and beverage services.

C-2. SCOPE. FFR has a requirement for guest reservation call center services located in the United

States for 20,000 guest rooms across 66 properties for Navy Gateway Inns and Suites; and 56 leisure travel properties for Navy Getaways.

C-3. BACKGROUND. The Navy Lodging Program (NLP) provides quality, affordable lodging and hospitality services, which contribute to mission accomplishment and quality of life for a mobile defense community. Navy Gateway Inns & Suites (NGIS) is the official Temporary Duty (TDY) lodging on a military installation. There are currently 20,000 guest rooms across the 66 properties.

Navy Getaways (NG) consists of 53 properties offering leisure lodging accommodations such as vacation rentals, RV, and camping spaces. In addition to the aforementioned properties, the NLP also contracts with commercial hotels in Bahrain, Guam, Dahlgren, VA, and Jacksonville, FL.

C-4. APPLICABLE DOCUMENTS AND REFERENCES. DEFINITIONS AND ACRONYMS -

The DoD Dictionary of definitions and terms is available on the Internet at:

http://www.dtic.mil/doctrine/dod_dictionary/

C-5. TASK REQUIREMENTS

C-5.1 Guest Services Call Center Agents Requirements

A. The Contractor shall provide all personnel, equipment, supplies, facilities, software, transportation, tools, materials, supervision, and other items/services (other than those designated as Government-furnished). The facilities shall be located in the United States.

B. Transition. The objective of the transition task is to provide the opportunity for the incoming contractor team to work with the outgoing contractor team to ensure all elements of the program are turned over from outgoing to incoming contractor staff. During the transition period, the Contractor shall complete a transition checklist provided by the NAFI upon award. This list includes coordination and communication with other contractor(s) to acquire the necessary information, tools, processes, and access needed to provide continuity of current programs and objectives.

C-5.2 The Contractor shall:

A. Answer all in-bound calls within the first ring.

B. Ensure queue time (before agent answers call) is less than 4 minutes.

C. Interact with customers in a professional manner utilizing NAFI provided program scripts.

D. Input accurate guest information in reservation systems.

E. Implement queue time messages consisting of promos approved by the NLP.

F. Ensure promo change/frequency change, including voice-over, promo recording, and activation to the call queue are approved by NLP. NAFI will provide promo script. (“PROMO Spots to record”).

G. Provide follow up calls within 24 hours. 100% of follow up calls must be completed.

H. Provide outbound Customer Care and Reservation Calls as required. Review quality assurance calls, 20% of overall monitored calls shall be reviewed for quality assurance.

I. Utilize the Defense Lodging Central Reservation System in proficient manner by filling in all required fields and communicating to the guest/customer the details of a reservation/inquiry.

J. Follow and understand each individual organizational script as they relate to each independent organization. Knowledgeable of DoD policies and lodging policies and procedures.

K. Coordinate group reservations with the group coordinator at the property level and the group coordinator (guest) to complete reservation process. Reservations may consist of both on base and off base lodging accommodations. NLP will provide process for group booking. (“Group Booking Standard Operating Procedures”).

L. Score a performance goal of 85% or higher on Mystery calls conducted by CNIC and perform a self-assessment as provided by CNIC when notified of the Mystery Call.

1. Mystery Call score sheet used by NLP will be provided to contractor upon unsatisfactory score. Contractor shall need to provide call recordings at the request of NLP. Recorded calls will be subject to scoring using Mystery Call score sheet.

C-5.3 Program toll-free numbers:

1-877-NavyBed (628-9233)

C-5.4 The Contractor shall:

A. Provide trunking capacity that will allow multiple incoming and outgoing calls without "call blocking".

1. Phone must be active and operable 100% of the time. NAFI must be notified for all outages that exceed 1 Hour.

2. All outages that exceed 1 hour shall be considered an Emergency. Contractor system outages shall not exceed 24 hours.

B. Provide a quality trunking solution. This solution shall provide "digital quality" telephone calls free from static and any other possible interference that may degrade the quality of Contractor delivered services.

C. Must provide the necessary phone services to support multiple callers 24/7 based on the peak and non-peak call volume per month.

D. Must provide the necessary Direct Inward Dialing (DID) number that is scalable to the peak and non-peak call volume.

E. Must provide monthly report for all calls: attempted calls, answered calls, dropped calls, calls that did not get to the phone queue, outgoing calls.

F. Must have the ability to provide, manage, maintain, create and edit professionally recorded voice overs with approved scripting from the Navy. These recordings must be played during all calls in queue.

G. Have the ability to record all calls and provide playback audio per call for a minimum of 3 months. Contractor shall not capture the credit card number as part of the recording.

H. Must have the ability to transfer calls to all Navy Lodging Program properties.

All properties that are considered overseas will be transferred as directed by the NAFI due to additional long distance charges.

I. Itemized call logs to include cost for all calls that incur long distance charges.

C-5.5 Call Center Requirements /Guest Service Objectives:

The following are the key high-level Service objectives NAFI expects to achieve through outsourced Guest Service Call Center:

A. To provide a single 24x7x365 toll free Guest Reservations call center to serve as a single point of presence for all lodging programs.

B. Ensure reservations service is maintained and kept within industry-standards for reservations.

C. Navy Commercial Lodging Program (NCLP) hotel communication: Contractor shall be in routine communication with contracted hotels and associated NGIS properties on day to day operations.

Contractor shall notify NAFI of any issues, concerns and recommendations from NGIS. Points of contact will be provided to the contractor by NAFI. Contractor shall facilitate any individual and/or group requirements with commercial hotels until completion. Contractor shall utilize the NCLP group booking process. Contractor shall monitor commercial future hotel allocations for a minimum of 90 days out. Contractor shall notify NAFI if any commercial hotels do not allocate room nights for 7 consecutive days via excel report. Contractor shall notify NAFI of any change in hotel management.

C-5.5.1 The types of calls to be handled by call center include:

Reservations

1. Individual Bookings

2. Group Bookings

3. Cancellations/Modifications

4. Conference Centers (Future Requirement)

5. Commercial Lodging

6. Property/Hotel Information

C-5.5.2 Reservation Call Projections Per Month (Using Fiscal Year 2018 Data)

AVG Calls Per Month Reservations 46,590 broken down as follows:

Navy Gateway Inns & Suites 37,500 monthly billing Navy Getaways 9,090 monthly billing

*NGIS numbers include any overflow into NCLP reservations.

C-5.6 Service-Level Requirements (SLRs)

A. Shifts shall cover 24 hours in length in order to meet minimum priorities defined in this PWS for reservation lines. Staffing should be set based off reservation projected call volumes.

B. Private label is required for each brand.

C. All call center lines (Queue’s) shall not exceed average 4-minute wait time (on hold) unless outlined and agreed to by individual business organization requirements established with FFR.

D. Talk time shall be managed and monitored not to exceed an average of 6 minutes for reservations unless outlined in advance and agreed to by individual business organization requirements established with FFR.

E. The COR will work directly with the contractor to develop call scripts and service levels that are not addressed specifically within contract requirements (i.e. wait time, talk time, hold time).

F. Contractor is required to coordinate, manage and maintain group reservations with group coordinator and/or commands at local installations.

G. Call center scripts may be adjusted over time and the deadline for script implementation will be planned with the contractor in writing. Script agent training and implementation time frame shall not exceed 10 business days.

C-5.7 Service Locations and Phone System Requirements

Contractor shall provide all software, hardware and facility requirements in order to meet all service and support requirements listed within the PWS. All costs associated with the service provided shall be reflected in overall price structure for the Guest Services and Support Call Center.

C-6. DELIVERABLES AND ACCEPTANCE. See Section F.3 Deliverables

C-7. QUALITY CONTROL AND CONFLICTS OF INTEREST

The contractor shall develop and maintain an effective quality control program to ensure that services are performed in accordance with the PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractors’ quality control program is the means by which they assure themselves that their work complies with the requirement of the contract. Specific procedures to ensure quality shall be outlined in the Contractor’s QC plan submitted to the NAFI for approval within 30 working days after contract award. Upon receipt of the Contractor’s QC plan, the COR shall have 20 working days to review, comment and approve or disapprove the plan. If the COR finds weaknesses in any portion of the plan, the Contractor shall have 10 working days from the receipt of the COR’s comments to revise the plan so that it is acceptable to the NAFI. Files documenting QC activities and actions taken shall be maintained by the contractor and made available for review by the COR upon request. Upon termination of this contract, QC files shall be turned over to the contracting office as part of the COR files.

C-8. PERFORMANCE CRITERIA

Operational Hours. The normal duty schedule is between the hours of 0800 - 1700. The duty schedule is subject to change based on government requirements.

C-8.1. Federal Holidays - The U.S. Government recognizes the following Legal Holidays established by Federal Statute:

• New Year’s Day – January 1

• Martin Luther King Jr. Day – Third Monday in January

• President’s Day – Third Monday in February

• Memorial Day – Last Monday in May

• Independence Day – July 4

• Labor Day – First Monday in September

• Columbus Day – Second Monday in October

• Veteran’s Day – November 11

• Thanksgiving Day – Fourth Thursday in November

• Christmas Day – December 25

C-8.2. When one of the above designated legal holidays falls on a Sunday, the following

Monday will be observed as a legal holiday. When a legal holiday falls on a Saturday, the proceeding Friday is observed as a legal holiday. The list of holidays relates to Government duty days and is not intended to supplement or otherwise alter the provisions of any Wage Determination or Collective Bargaining Agreement regarding applicable paid holidays.

C-8.3. In addition to the days designated as holidays, the Government observes the following days:

• Any other day designated by Federal Statute

• Any other day designated by Executive Order

• Any other day designated by a Presidential Proclamation

C-8.4. It is understood and agreed between the Government and the contractor that observance of such days by Government personnel shall not be a reason for an additional period of performance or entitlement of compensation except as set forth within the task order. In the event the contractor’s personnel work during a holiday or other day observed by the Government employees (see above holiday listing), the contractor may reimburse them;

however, no form of holiday or other premium compensation will be reimbursed by the Government, either as a direct or indirect cost, other than their normal compensation for the time worked.

C-8.5. When the Department of Defense grants excused absence to its employees, the contractor agrees to continue sufficient personnel to perform critical tasks already in operation or scheduled, and the contractor shall be guided by the instructions issued by the Contracting Officer or the Contracting Officer’s Representative (COR).

C-8.6. If Government personnel are furloughed, the contractor shall contact the Contracting

Officer or the COR to receive direction. It is the Government’s decision as to whether contract support will be affected as a result of Government shutdown and/or furloughed Government employees.

C-8.7. Nothing in this section abrogates the rights and responsibilities of the parties relating to any “stop work” clause or provision included in other sections of the contract.

C-8.8. Overtime is not authorized under this contract.

C-9. GOVERNMENT/NAFI FURNISHED EQUIPMENT. The NAFI will provide access to the following systems as required in the performance of this PWS.

Defense Lodging System (DLS): comprised of Epitome.Net, CORE, AIMS, Contract Lodging Availability System (CLAS), Central Reservation System (CRS), Web Reservation System (WEBRES), Hotel Management System (HMS).

C-10. EDUCATION AND EXPERIENCE.

The Contractor’s staff working on this contract shall have the experience and core competency required to perform the tasks in this contract. The NAFI reserves the right to review the resumes and approve all personnel working on this project.

C-11. KEY PERSONNEL. Contractor shall be responsible for providing appropriately skilled staffing to meet the Service Center Services Roles and Responsibilities and Service Level Requirements set forth in this PWS. Contractor shall provide job descriptions of all personnel assigned to the Guest Service Call Center with regards to this contract.

C-12. SECURITY. The contractor shall comply with all applicable Department of Defense (DoD) security regulations and procedures during the performance of this contract. The contractor shall not disclose and must safeguard sensitive information, computer systems and data, privacy act data, and Government and contracted personnel work products that are obtained or generated in the performance of this contract.

C-12.1. The contractor is responsible for safeguarding information of a sensitive nature. Failure to safeguard any privileged information which may involve the contractor or the contractor's personnel or to which they may have access may subject the contractor and/or the contractor's employees to criminal liability under Title 18, Section 793 and 7908 of the United States Code.

C-12.2. Clearances. All contractor employees supporting this project require a minimum of a

National Agency Check and Inquiries (NACI) clearance.

C-13. CONFIDENTIALITY. This project and all materials provided to the Contractor by the Government and results, conclusions and recommendations obtained thereof shall be considered confidential in nature and treated with the same level of care that the Contractor treats its own confidential business information. The information shall not be disclosed, copied, modified, used (except in the completion of this project) or otherwise disseminated to any other person or entity at any time to include, but not limited to inclusion in any database external to the Government without the Government’s express consent.

C-14. INTELLECTUAL PROPERTY RIGHTS. No data provided to, or developed by, the contractor shall be used for any purpose other than this contract and subsequent task orders. All information (data files and hard copy) become the property of the government and the contractor shall return them to the designated program manager and/or COR at the completion of the task.

C-15. PRIVACY ACT. Personnel shall adhere to the Privacy Act, Title 5 of the U.S. Code, Section 552a and applicable agency rules and regulations. Any information reported, summarized, or otherwise considered procurement sensitive that comes about through the work performed will not be distributed or discussed outside the framework of the Data Layer Optimization Project. All programs and materials developed at government expense during the course of this contract are the property of the government.

Contractor personnel shall be required to obtain and maintain security badges and adhere to the security requirements of the installation. The Government will retain rights to all intellectual property produced in the course of performing the tasks in this PWS.

(End of Section C)

PART I, SECTION D: PACKAGING AND MARKING- NOT APPLICABLE

(End of Section D)

PART I, SECTION E: INSPECTION AND ACCEPTANCE

E.1 SURVEILLANCE, INSPECTIONS, AND ACCEPTANCE

All solutions, products, manuals, reports and deliverables must be approved by Technical Representative as applicable, then delivered to the COR for final approval as necessary.

The contractor is responsible for the overall quality of contract performance and for the management of its own workforce. The COR may clarify contractor responsibilities within the requirements of the PWS.

All work to be performed under this contract is subject to Government surveillance and inspection per NAFI Clause 10 & 39.

(End of Section E)

PART I, SECTION F: DELIVERIES OR PERFORMANCE

F.1 Period of Performance

Date of contract award with a base year of one (1) year, and four (4) one (1) year option periods.

F.2 Place of Performance. At contractor’s facility. The facility shall be located in the United States.

F.3 Deliverables.

Reporting Services are the activities associated with the preparation of and access to reports that are based on defined criteria. The NAFI reserves the right to change, modify or require additional reporting if necessary. Submit all of following reports on a monthly and annual basis. Monthly reports shall be submitted NLT the 5th of the following month and annual reports shall be submitted NLT October 15th.

The following identifies minimum reports required.

A. Provide monthly report in excel format by installation and market. Report shall at a minimum provide completed reservation, cancellations, no-shows, bookings by property, booking by purpose of visit, individual and groups, booking by call agent (e.g. site / call center). NCLP reports shall at a minimum include cost sharing, loss of room nights (blank CNA), Allocation summary (allocated vs. booked, percentage booked into property, future allocations per installation / market per property (hotel)). Supporting system generated reporting shall be available if NAFI requests for further review.

B. Average time taken to answer the telephone, broken down by time of day, duration of call.

C. Call abandonment rate, broken down by time of day.

D. Calls answered by Agent and length of call broken down by minutes, hours.

E. Outbound calls made, by time of day and duration.

F. Average hold/wait time per brand/organization.

G. Average talk time per agent brand/organization.

H. Calls answered by brand/organization.

I. Calls abandoned by brand/organization.

J. Average wait time brand/organization.

K. Average call time by brand/organization.

L. Overall average talk time by brand/organization M. Total calls received, taken by organization, independent toll and non-toll free numbers, turn away and abandoned calls per organization.

N. NCLP Reports:

1. Provide monthly report in excel format by installation and market.

2. Report shall, at a minimum, provide completed reservations, cancellations, no-shows, bookings by property (hotel), booking by purpose of visit, individual and groups, booking by call agent (e.g. site/call center).

3. Reports shall be in excel format by installation and by commercial hotel.

4. The reports shall at minimum provide cost sharing, loss of room nights to include blank

CNA by reason code, allocation summary (allocated vs. booked by day, percentage booked into property, future allocations per property (hotel)), and hotel communication log.

5. Contractor may be asked to pull historical data upon request.

(End of Section F)

PART I, SECTION G: CONTRACT ADMINISTRATION DATA

G.1 Invoicing

NAF Clause #12 “Invoices.” An invoice is a written request for payment under the contract for supplies/equipment delivered or for services rendered. In order to be proper and in order to support the payment of interest penalties, an invoice must include the following:

a. Invoice Date;

b. Name of contractor;

c. Contract number (include order number, if any), contract description of supplies or services, quantity, contract unit of measure, unit price, and extended total;

d. Shipment number and date of shipment;

e. Name and address to which payment is to be sent (name must be the same as that in the contract or on a proper notice of assignment);

f. Name (where practicable), title, telephone number and mailing address of person to be notified in the event of a defective invoice; and

g. Any other information or documentation required by other provisions of the contract (such as evidence of shipment).

Invoices shall be prepared and submitted to the point of contact identified in section G-2. Invoices shall be submitted by the Contractor on a monthly basis for the monthly service and will be paid in arrears.

The NAFI will not make a payment for deliverables that have not been inspected and accepted by the Contracting Officer’s Representative.

G.2 Submit Invoices To:

The COR will be identified by separate letter at contract award. Invoices are forwarded to the contracting office and the COR for acceptance and approval. Invoices will be paid upon approval and acceptance by the Government COR.

G.3 Accounting Classification

ACCOUNTING AND APPROPRIATION DATA: NONAPPROPRIATED FUNDS

Company Code: 6580 (NGIS) /6510 (NG) Cost Center: 5670 (NGIS) /24480 (NG) GL Account: 783005

No appropriated funds of the United States will be obligated, due or payable to a contractor as a result of this solicitation and, if awarded, any resulting contract.

G.4 APPOINTMENT OF CONTRACTING OFFICER’S REPRESENTATIVE

(a) The following NAFI employee is appointed as the Contracting Officer’s Representative (COR):

The COR will be identified by separate letter at contract award.

(b) The COR will act as the Contracting Officer’s representative for technical matters, providing technical direction and discussion as necessary with respect to the specification or performance work statement, and monitoring the progress and quality of contractor performance. The COR is not an Administrative Contracting Officer and does not have authority to take any action, either directly or indirectly, that would change the pricing, quantity, quality, place of performance, delivery schedule, or any other terms and conditions of the contract, or to direct the accomplishment of effort which goes beyond the scope of the performance work statement in the contract.

(c) It is emphasized that only a Contracting officer has the authority to modify the terms of the contract, therefore, in no event will any understanding, agreement, modification, change order, or other matter deviating from the terms of the basic contract between the contractor and any other person be effective or binding on the Government. When/if, in the opinion of the contractor, an effort outside the existing scope of the contract is requested, the contractor shall promptly notify the contracting officer in writing. No action shall be taken by the contractor under such direction unless the contracting officer has issued a contractual change or otherwise resolved the issue.

(End of Section G)

PART I, SECTION H: SPECIAL CONTRACT REQUIREMENTS

H-1. PRIVACY ACT NOTIFICATION (Jan 2008) The Contractor will be required to design, develop, or operate a system of records on individuals, to accomplish an agency function subject to the Privacy Act of 1974, Public Law 93-579, December 31, 1974 (5 U.S.C.552a) and applicable agency regulations. Violation of the Act may involve the imposition of criminal penalties.

H-1.1. PRIVACY ACT (Apr 1984)

(a) The Contractor agrees to --

(1) Comply with the Privacy Act of 1974 (the Act) and the agency rules and regulations issued under the Act in the design, development, or operation of any system of records on individuals to accomplish an agency function when the contract specifically identifies --

(i) The systems of records; and

(ii) The design, development, or operation work that the contractor is to perform;

(2) Include the Privacy Act notification contained in this contract in every solicitation and resulting subcontract and in every subcontract awarded without a solicitation, when the work statement in the proposed subcontract requires the redesign, development, or operation of a system of records on individuals that is subject to the Act; and

(3) Include this clause, including this subparagraph (3), in all subcontracts awarded under this contract which requires the design, development, or operation of such a system of records.

(b) In the event of violations of the Act, a civil action may be brought against the agency involved when the violation concerns the design, development, or operation of a system of records on individuals to accomplish an agency function, and criminal penalties may be imposed upon the officers or employees of the agency when the violation concerns the operation of a system of records on individuals to accomplish an agency function. For purposes of the Act, when the contract is for the operation of a system of records on individuals to accomplish an agency function, the Contractor is considered to be an employee of the agency.

(c)

(1) “Operation of a system of records,” as used in this clause, means performance of any of the activities associated with maintaining the system of records, including the collection, use, and dissemination of records.

(2) “Record,” as used in this clause, means any item, collection, or grouping of information about an individual that is maintained by an agency, including, but not limited to, education, financial transactions, medical history, and criminal or employment history and that contains the person’s name, or the identifying number, symbol, or other identifying particular assigned to the individual, such as a fingerprint or voiceprint or a photograph.

(3) “System of records on individuals,” as used in this clause, means a group of any records under the control of any agency from which information is retrieved by the name of the individual or by some identifying number, symbol, or other identifying particular assigned to the individual.

H-2. TRAVEL EXPENSES (Not Applicable)

The contractor will be reimbursed for authorized travel made in association with the performance of this contract to include per diem, lodging, airfare, rental car and incidental expenses. Travel cost will be reimbursed per the following guidelines:

1.) The contractor shall submit itemized receipts for commercial transportation, lodging, rental car, fuel, personal vehicle mileage, parking, and incidental expenses on a monthly basis with the monthly invoice. Food/meal receipts are not required.

2.) A fee for profit and G&A on travel cost and per diem is NOT authorized.

3.) Commercial transportation is ONLY authorized at the restricted fare rate not to exceed regular coach rate. Baggage fees are reimbursable up to two (2) bags per authorized traveler.

Fees for excess baggage weight are non-reimbursable.

4.) Per diem and incidental expense rate shall be reimbursed as follows:

a.) In accordance with DoD published rates for geographic area of travel, which can be found at http://www.defensetravel.dod.mil/site/perdiemCalc.cfm. Per diem consist of local meals and incidentals.

b.) At the rate of 75% of published rate for geographic area of travel for the first and last day of travel, and 100% of published rate for remaining travel days.

5.) Every attempt should be made to utilize Navy Gateway Inns and Suites for lodging if practical and available. Lodging cost will be reimbursed at the actual expense rate not to exceed the current maximum daily rate listed on the above defense travel website, to include fees and taxes.

Contact the Contracting Officer or Contracting Officer Representative for reimbursement clarification if required prior to travel.

H-3. ITEMIZED TRAVEL INVOICES

All reimbursable travel shall have prior approval by the COR/Alternate COR. The Contractor shall ensure that itemized travel invoices for Government sponsored travel are submitted accurately and timely to the COR/ACOR for certification. Itemized travel invoices shall be submitted to the COR within 30 calendar days of returning from travel. Each invoice shall contain the following information.

a. Mileage cost associated with government directed travel.

b. Per diem cost (lodging, meals, and transportation)

c. Airfare

H-4. MINIMUM WAGES UNDER EXECUTIVE ORDER 13658 (APR 2016)

(a) Definitions. As used in this clause-- “United States'' means the 50 states and the District of Columbia.

“Worker''—

(1) Means any person engaged in performing work on, or in connection with, a contract covered by Executive Order 13658, and—

(i) Whose wages under such contract are governed by the Fair Labor Standards Act (29 U.S.C. chapter 8), the Service Contract Labor Standards statute (41 U.S.C. chapter 67), or the Wage Rate Requirements (Construction) statute (40 U.S.C. chapter 31, subchapter IV);

(ii) Other than individuals employed in a bona fide executive, administrative, or professional capacity, as those terms are defined in 29 CFR part 541; and http://www.defensetravel.dod.mil/site/perdiemCalc.cfm

(iii) Regardless of the contractual relationship alleged to exist between the individual and the employer.

(2) Includes workers performing on, or in connection with, the contract whose wages are calculated pursuant to special certificates issued under 29 U.S.C. 214(c).

(3) Also includes any person working on, or in connection with, the contract and individually registered in a bona fide apprenticeship or training program registered with the Department of Labor's Employment and Training Administration, Office of Apprenticeship, or with a State Apprenticeship Agency recognized by the Office of Apprenticeship.

(b) Executive Order Minimum Wage rate.

(1) The Contractor shall pay to workers, while performing in the United States, and performing on, or in connection with, this contract, a minimum hourly wage rate of $10.10 per hour beginning January 1, 2015.

(2) The Contractor shall adjust the minimum wage paid, if necessary, beginning January 1, 2016, and annually thereafter, to meet the applicable annual E.O. minimum wage. The Administrator of the Department of Labor's Wage and Hour Division (the Administrator) will publish annual determinations in the Federal Register no later than 90 days before the effective date of the new E.O. minimum wage rate.

The Administrator will also publish the applicable E.O. minimum wage on www.wdol.gov (or any successor Web site) and a general notice on all wage determinations issued under the Service Contract Labor Standards statute or the Wage Rate Requirements (Construction) statute, that will provide information on the E.O. minimum wage and how to obtain annual updates. The applicable published E.O.

minimum wage is incorporated by reference into this contract.

(3)(i) The Contractor may request a price adjustment only after the effective date of the new annual E.O.

minimum wage determination. Prices will be adjusted only for increased labor costs (including subcontractor labor costs) as a result of an increase in the annual E.O. minimum wage, and for associated labor costs (including those for subcontractors). Associated labor costs shall include increases or decreases that result from changes in social security and unemployment taxes and workers' compensation insurance, but will not otherwise include any amount for general and administrative costs, overhead, or profit.(ii) Subcontractors may be entitled to adjustments due to the new minimum wage, pursuant to paragraph (b)(2). Contractors shall consider any subcontractor requests for such price adjustment.(iii) The Contracting Officer will not adjust the contract price under this clause for any costs other than those identified in paragraph (b)(3)(i) of this clause, and will not provide duplicate price adjustments with any price adjustment under clauses implementing the Service Contract Labor Standards statute or the Wage Rate Requirements (Construction) statute.

(4) The Contractor warrants that the prices in this contract do not include allowance for any contingency to cover increased costs for which adjustment is provided under this clause.

(5) A pay period under this clause may not be longer than semi-monthly, but may be shorter to comply with any applicable law or other requirement under this contract establishing a shorter pay period.

Workers shall be paid no later than one pay period following the end of the regular pay period in which such wages were earned or accrued.

(6) The Contractor shall pay, unconditionally to each worker, all wages due free and clear without subsequent rebate or kickback. The Contractor may make deductions that reduce a worker's wages below the E.O. minimum wage rate only if done in accordance with 29 CFR 10.23, Deductions.

(7) The Contractor shall not discharge any part of its minimum wage obligation under this clause by furnishing fringe benefits or, with respect to workers whose wages are governed by the Service Contract Labor Standards statute, the cash equivalent thereof.

(8) Nothing in this clause shall excuse the Contractor from compliance with any applicable Federal or State prevailing wage law or any applicable law or municipal ordinance establishing a minimum wage higher than the E.O. minimum wage. However, wage increases under such other laws or municipal ordinances are not subject to price adjustment under this subpart.

(9) The Contractor shall pay the E.O. minimum wage rate whenever it is higher than any applicable collective bargaining agreement(s) wage rate.

(10) The Contractor shall follow the policies and procedures in 29 CFR 10.24(b) and 10.28 for treatment of workers engaged in an occupation in which they customarily and regularly receive more than $30 a month in tips.

(c)

(1) This clause applies to workers as defined in paragraph (a). As provided in that definition--

(i) Workers are covered regardless of the contractual relationship alleged to exist between the contractor or subcontractor and the worker;

(ii) Workers with disabilities whose wages are calculated pursuant to special certificates issued under 29 U.S.C. 214(c) are covered; and

(iii) Workers who are registered in a bona fide apprenticeship program or training program registered with the Department of Labor's Employment and Training Administration, Office of Apprenticeship, or with a State Apprenticeship Agency recognized by the Office of Apprenticeship, are covered.

(2) This clause does not apply to--

(i) Fair Labor Standards Act (FLSA)-covered individuals performing in connection with contracts covered by the E.O., i.e. those individuals who perform duties necessary to the performance of the contract, but who are not directly engaged in performing the specific work called for by the contract, and who spend less than 20 percent of their hours worked in a particular workweek performing in connection with such contracts;

(ii) Individuals exempted from the minimum wage requirements of the FLSA under 29 U.S.C. 213(a) and 214(a) and (b), unless otherwise covered by the Service Contract Labor Standards statute, or the Wage Rate Requirements (Construction) statute. These individuals include but are not limited to--

(A) Learners, apprentices, or messengers whose wages are calculated pursuant to special certificates issued under 29 U.S.C. 214(a).

(B) Students whose wages are calculated pursuant to special certificates issued under 29 U.S.C. 214(b).

(C) Those employed in a bona fide executive, administrative, or professional capacity (29 U.S.C.

213(a)(1) and 29 CFR part 541).

(d) Notice. The Contractor shall notify all workers performing work on, or in connection with, this contract of the applicable E.O. minimum wage rate under this clause. With respect to workers covered by the Service Contract Labor Standards statute or the Wage Rate Requirements (Construction) statute, the Contractor may meet this requirement by posting, in a prominent and accessible place at the worksite, the applicable wage determination under those statutes. With respect to workers whose wages are governed by the FLSA, the Contractor shall post notice, utilizing the poster provided by the Administrator, which can be obtained at www.dol.gov/whd/govcontracts, in a prominent and accessible place at the worksite.

Contractors that customarily post notices to workers electronically may post the notice electronically provided the electronic posting is displayed prominently on any Web site that is maintained by the contractor, whether external or internal, and customarily used for notices to workers about terms and conditions of employment.

(e) Payroll Records.

(1) The Contractor shall make and maintain records, for three years after completion of the work, containing the following information for each worker:

(i) Name, address, and social security number;

(ii) The worker's occupation(s) or classification(s);

(iii) The rate or rates of wages paid;

(iv) The number of daily and weekly hours worked by each worker;

(v) Any deductions made; and

(vi) Total wages paid.

(2) The Contractor shall make records pursuant to paragraph (e)(1) of this clause available for inspection and transcription by authorized representatives of the Administrator. The Contractor shall also make such records available upon request of the Contracting Officer.

(3) The Contractor shall make a copy of the contract available, as applicable, for inspection or transcription by authorized representatives of the Administrator.

(4) Failure to comply with this paragraph (e) shall be a violation of 29 CFR 10.26 and this contract. Upon direction of the Administrator or upon the Contracting Officer's own action, payment shall be withheld until such time as the noncompliance is corrected.

(5) Nothing in this clause limits or otherwise modifies the Contractor's payroll and recordkeeping obligations, if any, under the Service Contract Labor Standards statute, the Wage Rate Requirements (Construction) statute, the Fair Labor Standards Act, or any other applicable law.

(f) Access. The Contractor shall permit authorized representatives of the Administrator to conduct investigations, including interviewing workers at the worksite during normal working hours.

(g) Withholding. The Contracting Officer, upon his or her own action or upon written request of the Administrator, will withhold funds or cause funds to be withheld, from the Contractor under this or any other NAFI or Government contract with the same Contractor, sufficient to pay workers the full amount of wages required by this clause.

(h) Disputes. Department of Labor has set forth in 29 CFR 10.51,Disputes concerning contractor compliance, the procedures for resolving disputes concerning a contractor's compliance with Department of Labor regulations at 29 CFR part 10. Such disputes shall be resolved in accordance with those procedures and not the Disputes clause of this contract. These disputes include disputes between the Contractor (or any of its subcontractors) and the contracting agency, the Department of Labor, or the workers or their representatives.

(i) Antiretaliation. The Contractor shall not discharge or in any other manner discriminate against any worker because such worker has filed any complaint or instituted or caused to be instituted any proceeding under or related to compliance with the E.O. or this clause, or has testified or is about to testify in any such proceeding.

(j) Subcontractor compliance. The Contractor is responsible for subcontractor compliance with the requirements of this clause and may be held liable for unpaid wages due subcontractor workers.

(k) Subcontracts. The Contractor shall include the substance of this clause, including this paragraph (k) in all subcontracts, regardless of dollar value, that are subject to the Service Contract Labor Standards statute or the Wage Rate Requirements (Construction) statute, and are to be performed in whole or in part in the United States.

H-6. PROTECTION OF PERSONAL IDENTIFIABLE INFORMATION (PII)

The On-Line program offered must adhere to Department of Defense (DoD) mandates and best practices for securing and safeguarding Personally Identifiable Information (PII).