Attachment_1_PWS_Personnel_Security_Support_12092016.pdf

PERFORMANCE WORK STATEMENT (PWS)

12/09/2016

Department of Defense (DoD) Consolidated Adjudications Facility (CAF)

Personnel Security Support Services

PART 1

GENERAL INFORMATION

1. GENERAL: This is a non-personal services contract to provide Personnel Security Support Services.

The Government shall not exercise any supervision or control over the contract service providers performing the services required by this PWS. Such contract service providers shall be accountable solely to the Contractor who, in turn, is responsible to the Government.

1.1 Description of Services/Introduction: The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform Personnel Security Support Services as defined in this Performance Work Statement (PWS), except for those items specified as Government Furnished Property (GFP) and services. The contractor shall perform to the standards in this contract.

1.2 Background: After the DoD CAF Consolidation, two contracts were awarded to provide Adjudications

Administrative Support and Integrated Call Center Support. However, the knowledge base required to perform both contracts was essentially the same. In an effort to streamline requirements and gain efficiencies, the DoD CAF requires one Personnel Security Support Services vehicle to provide adjudications and call center support. The government anticipates approximately a 10% to 30% increase in personnel support services over the life of the resulting contract due to security requirements.

1.3 Objectives: To obtain a Contractor team that efficiently and cost effectively supports the DoD CAF mission.

1.4 Scope: The Contractor shall provide personnel during normal operations and operating hours to accomplish the requirements specified in this PWS. The contractor shall efficiently and effectively manage the performance under this contract to ensure all the necessary technical, business, and administrative planning; organizing; managing; coordinating and tracking (e.g., schedule, deliverables); performance management; resource management; data management; and subcontract management required to perform all activities are accomplished, as required by this PWS.

1.5 Period of Performance: The period of performance will be for one (1) - twelve (12) month base period and four (4) - twelve (12) month option periods.

1.6 General Information

1.6.1 Quality Control: The contractor shall develop and maintain an effective Quality Control Plan (QCP) to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractor’s QCP is the means by which the contractor assures itself that the contractor’s work complies with the requirement of the contract. The QCP is to be delivered with the contractor’s proposal. Two copies of a comprehensive written QCP shall be submitted to the Contracting Officer (CO) and Contracting Officer Representative

(COR) within 5 working days when changes are made thereafter. After acceptance of the QCP the contractor shall receive the contracting officer’s acceptance in writing of any proposed change to the QCP.

1.6.1.2. The Quality Control Plan shall contain at a minimum the following information:

• Information relevant to the periodic monitoring of contractor staff with feedback to the Government regarding quality, consistency, and timeliness of service delivery;

• Information relevant to identifying training needs and conducting initial and periodic refresher training of contractor staff to ensure consistent delivery of services;

• Information relevant to identifying mechanisms for initiating requests or responding to government requests for suggestions about potential service enhancement and/or improvement opportunities.

• Information relevant to key control and safeguarding lock combinations and common access cards/pins, see PWS paragraphs 1.6.7.4 Key Control, 1.6.7.5 Lock Combinations, and 1.6.7.6 Common Access

Cards and Personal Identification Numbers.

1.6.1.3. The Quality Control Status Report

The contractor shall provide accurate and complete data concerning the quality of service for each month, as referenced in the above QCP minimum requirements in 1.6.1. The following:

• Information relevant to current or projected obstacles, issues, and/or suggested resolutions

• Information relevant to the progress of efforts to hire staff to fulfill the contract requirements

• Current full-time employees

• Hours worked by each category by weekly.

• Total hours worked for the period

• Cumulative hours worked from start of contract through current report and identify workload status

1.6.2 Quality Assurance: The Government shall evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on what the Government must do to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s). The QASP does not limit or otherwise waive the

Government’s remedies for deficient performance, defective service or other defaults under the contract.

1.6.3 Recognized Holidays: NOTE: The contractor is not required to perform services on recognized

Federal Holidays.

New Year’s Day Labor Day

Birthday of Martin Luther King Jr. Columbus Day

Washington’s Birthday (aka Presidents Day) Veterans Day

Memorial Day Thanksgiving Day

Independence Day Christmas Day

1.6.4 Hours of Operation: The CAF is accessible 24 hours a day; the normal operating hours are 0600 to

1800, Monday through Friday. The standard operating hours are 0800 to 1630, to include a 30-minute lunch break. The contractor is responsible for conducting business during operating hours, consisting of an eight-hour daily work schedule with a mandatory 30-minute lunch break. The work schedule should begin no earlier than 0600 and end no later than 1800, Monday through Friday except Federal holidays or when the

Government facility is closed due to local or national emergencies, administrative closings, or similar

Government directed facility closings. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential.

1.6.4.1 Administrative Closings: Adverse weather conditions affecting Fort Meade, Maryland operations may cause delayed opening or closure of the facility. The Fort Meade, Maryland operations does not follow the Office of Personnel Management (OPM) guidelines for issuance of facility closure or delays.

The COR will provide administrative closing guidelines for the contractor to comply after contract award.

1.6.5 Place of Performance: The services provided under this contract will be performed in a Government provided office space or other government approved location within the Fort Meade, MD local commuting area, to include the National Capital Region (NCR). The contractor shall perform services primarily at the address listed below, unless otherwise communicated.

DoD CAF

600 10th Street

Fort George G. Meade, MD 20755

1.6.6 Type of Contract: The Government will award a Firm-Fixed Price Contract.

1.6.7 Security Requirements: The Contractor must have a current Top Secret Facility Clearance from the

Defense Security Service (DSS) at the time of proposal submission and must maintain the level of security required for the life of the contract. No exceptions. The Government shall not sponsor any offeror for the clearance. In addition, the contractor personnel performing work under this contract must have a current

Top Secret Security Clearance reflected in the Joint Personnel Adjudication System (JPAS) at entrance on duty, and must maintain the level of security required for the life of the contract. The prime contractor is required to flow-down the Top Secret Facility Clearance requirements to subcontractors for commercial services under this contract. The security requirements are in accordance with the attached DD Form 254.

1.6.7.1 Non-Disclosure Agreement: The contractor and required personnel shall sign a Non-Disclosure

Agreement within five (5) days after contract award. See Technical Exhibit 2-Deliverable Schedule.

1.6.7.2 Operations Security (OPSEC) Awareness Training: All contractor and subcontractor personnel involved in executing the Personnel Security Support Services Contract must complete Government-sponsored and administered Operations Security (OPSEC) training within five days after contract award and/or replacement/new hire of contractor personnel. Upon contract award, all identified contractors

(including subcontractors) shall sign the contractor’s conformance statement contained within the Operations

Security (OPSEC) Plan and submit it to the Washington Headquarters Services Contracting Officer thereby acknowledging that they will meet the requirements of the Personnel Security Support Services PMO generated OPSEC Plan. The Contractor must immediately notify the Government upon the discovery of any non-conformance with the OPSEC Plan. See OPSEC and Technical Exhibit 2-Deliverables Schedule and

OPSEC Plan Technical Exhibit 4.

1.6.7.3 PHYSICAL Security: The Contractor shall be responsible for safeguarding all Government equipment, information and property provided for contractor use. At the close of each work period, Government facilities, equipment, and materials shall be secured.

1.6.7.4 Key Control: The Contractor shall establish and implement methods of making sure all keys/key cards issued to the Contractor by the Government are not lost or misplaced and are not used by unauthorized persons. NOTE: All references to keys include key cards (e.g. Common Access Cards and

Building Badges). No keys issued to the Contractor by the Government shall be duplicated. The

Contractor shall develop procedures covering key control that shall be included in the Quality Control Plan.

Such procedures shall include turn-in of any issued keys by personnel who no longer require access to locked areas. The Contractor shall immediately report any occurrences of lost or duplicate keys/key cards to the Contracting Officer.

1.6.7.4.1. Lost or Duplicated Keys. In the event keys, other than master keys, are lost or duplicated, the

Contractor shall, upon direction of the Contracting Officer, re-key or replace the affected lock or locks;

however, the Government, at its option, may replace the affected lock or locks or perform re-keying. When the replacement of locks or re-keying is performed by the Government, the total cost of re-keying or the replacement of the lock or locks shall be deducted from the monthly payment due the Contractor. In the event a master key is lost or duplicated, all locks and keys for that system shall be replaced by the

Government and the total cost deducted from the monthly payment due the Contractor.

1.6.7.4.2. Unauthorized Use. The Contractor shall prohibit the use of Government issued keys/key cards by any persons other than the Contractor’s employees. The Contractor shall prohibit the opening of locked areas by Contractor employees to permit entrance of persons other than Contractor employees engaged in the performance of assigned work in those areas, or personnel authorized entrance by the Contracting

Officer.

1.6.7.5 Lock Combinations: The Contractor shall establish and implement methods of ensuring that all lock combinations are not revealed to unauthorized persons. The Contractor shall ensure that lock combinations are changed when personnel having access to the combinations no longer have a need to know such combinations. These procedures shall be included in the Contractor’s Quality Control Plan.

1.6.7.6 Common Access Cards (CAC) and Personal Identification Number (PIN). The contractor shall establish and implement methods of ensuring that all CAC and PINs used by contractor employees to access government areas and systems are not revealed to or used by unauthorized persons. The contractor shall ensure employees are aware that failure to secure CACs and disclosure of PIN information may result in dismissal.

These procedures shall be included in the Contractor’s Quality Control Plan.

1.6.8 Special Qualifications: It is required that the contractor personnel possess a working knowledge of the Joint Personnel Adjudication System (JPAS), Case Adjudication Tracking System (CATS), Electronic

Questionnaire for Investigations Processing (e-QIP), Defense Central Index of Investigations (DCII), Defense Employee Interactive Data System (DEIDS), Office of Personnel Management (OPM), Suitability/Security Investigations Index (SII), and Personnel Investigations Processing System (PIPS) personnel security applications/systems.

On-Site Program Manager: It is required that the On-Site Program Manager under this contract possess the following education, skills, and abilities:

Bachelor of Arts/Bachelor of Science or higher degree, preferred

Three (3) or more years of Program Management experience

Demonstrated ability to multi-task in areas concerning performance reporting and personnel duty scheduling

Demonstrated ability to draft (or contribute to) Standard Operating Procedures (SOP) and Work

Instructions (WI) prescribing daily procedures in support of the PWS requirements.

Proficient in Microsoft Office Suite, to include: Word, Excel, PowerPoint, and Outlook

Call Center Support: It is required that contractor personnel providing Call Center Support possess the following skills and abilities:

Working knowledge of issues related to the adjudications and federal background investigations processes

Demonstrated skill and ability to research and analyze adjudication case, extract pertinent information, and formulate an accurate and appropriate response in accordance with applicable security regulations and guidelines

Ability to manage an Automated Call Distribution System (ACDS) to include:

o Call queue staffing o Call routing o Message posting o Compliance monitoring

Excellent verbal and written communication skills

1.6.9 Post Award Conference/Periodic Progress Meetings: The Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with

Federal Acquisition Regulation Subpart 42.5. The contracting officer, Contracting Officers Representative

(COR), and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance. At these meetings the contracting officer will apprise the contractor of how the Government views the contractor's performance and the contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the Government.

1.6.10 Contracting Officer Representative (COR): The (COR) will be identified by separate letter. The

COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance;

maintain written and oral communications with the Contractor concerning technical aspects of the contract;

issue written interpretations of technical requirements, including Government drawings, designs, specifications; monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies; coordinate availability of Government Furnished Property, and provide site entry of

Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

1.6.11 Key Personnel: The following position(s), as detailed in PWS section 1.6.8 and listed in Technical

Exhibit 3 is/are considered essential by the government: On-Site Program Manager. The contractor shall provide an On-Site Program Manager who shall be responsible for the performance of the work. A resume is required for this position and will be reviewed by the COR and/or Other Key Government Personnel, as listed in the QASP, for compliance with the special qualifications as outlined in the PWS. The On-Site

Program Manager shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract.

1.6.11.1 The Contractor shall not remove or replace any personnel designated as “key” personnel without prior written notification and approval by the COR, although the Government recognizes that the contractor cannot compel any individual to remain under its employ. Positions shall be filled within 15 business days.

Written notification of the pending replacement shall be submitted to the COR no later than 10 calendar days in advance of any proposed backfill and shall include a resume and justification of the proposed substitution(s) in sufficient detail to permit evaluation of the impact on delivery order performance. The

COR and/or Other Key Government Personnel, as listed in the QASP, will review new resumes and justifications to ensure compliance with the contract. Any replacement personnel proposed shall meet at least the minimum qualifications specified above in Section 1.6.8, Special Qualifications. If deemed necessary by the DoD CAF, the Contractor shall give replacement personnel a one (1) day orientation at no additional cost to the Government. The COR shall also be notified in writing of any temporary changes to the designated Key Personnel prior to occurrence.

1.6.12 Identification of Contractor Employees: All contract personnel attending meetings, answering

Government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed. Contractor personnel will be required to obtain and wear DoD CAF badges and

CAC cards in the performance of this service.

1.6.13 Contractor Travel: Contractor travel outside the NCR is not required in performance of this service.

Contractor travel within the NCR, if any, shall be included in contractor’s fixed price and is not separately compensated.

1.6.14 Other Direct Costs: No Other Direct Costs are applicable in the performance of this service.

1.6.15 Data Rights: The Government has unlimited rights to all documents/material produced under this contract. All documents and materials, to include the source codes of any software, produced under this contract shall be Government owned and are the property of the Government with all rights and privileges of ownership/copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the contractor without written permission from the Contracting Officer. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other Government rights.

1.6.16 Organizational Conflict of Interest: Contractor and subcontractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational

Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the Contracting

Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such

OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the

Contracting Officer and in the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may affect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.6.17 Phase In: To minimize any decreases in productivity and to prevent possible negative impacts on services, the Contractor shall complete a phase in period. During the phase in period, the Contractor shall become familiar with the PWS requirements and complete administrative requirements, such as badging, in order to commence full performance of services. The Contractor shall have all personnel onboard and eligible to work by the end of the seven day phase-in period.

PART 2

DEFINITIONS & ACRONYMS

2. DEFINITIONS AND ACRONYMS:

2.1. DEFINITIONS:

2.1.1. CONTRACTOR. A supplier or vendor awarded a contract to provide specific supplies or service to the government. The term used in this contract refers to the prime.

2.1.2. CONTRACTING OFFICER. A person with authority to enter into, administer, and or terminate contracts, and make related determinations and findings on behalf of the government. Note: The only individual who can legally bind the government.

2.1.3. CONTRACTING OFFICER'S REPRESENTATIVE (COR). An employee of the U.S. Government appointed by the contracting officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the Contractor as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.4. DEFECTIVE SERVICE. A service output that does not meet the standard of performance associated with the Performance Work Statement.

2.1.5. DELIVERABLE. Anything that can be physically delivered, but may include non-manufactured things such as meeting minutes or reports.

2.1.6. KEY PERSONNEL. Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel listed in the PWS. When key personnel are used as an evaluation factor in best value procurement, an offer can be rejected if it does not have a firm commitment from the persons that are listed in the proposal.

2.1.7. PHYSICAL SECURITY. Actions that prevent the loss or damage of Government property.

2.1.8. QUALITY ASSURANCE. The government procedures to verify that services being performed by the Contractor are performed according to acceptable standards.

2.1.9. QUALITY ASSURANCE SURVEILLANCE PLAN (QASP). An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance.

2.1.10. QUALITY CONTROL. All necessary measures taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements.

2.1.11. SUBCONTRACTOR. One that enters into a contract with a prime contractor. The Government does not have privity of contract with the subcontractor.

2.1.12. WORK DAY. The number of hours per day the Contractor provides services in accordance with the contract.

2.1.12. WORK WEEK. Monday through Friday, unless specified otherwise.

2.2. ACRONYMS:

ACOR Alternate Contracting Officer's Representative

CAF Central Adjudication Facility

CATS Case Adjudication Tracking System

CFR Code of Federal Regulations

CONUS Continental United States (excludes Alaska and Hawaii)

CO Contracting Officer

COR Contracting Officer Representative

COTR Contracting Officer's Technical Representative

COTS Commercial-Off-the-Shelf

DA Department of the Army

DCII Defense Central Index of Investigations

DD254 Department of Defense Contract Security Requirement List

DEIDS Defense Employee Interactive Data System

DFARS Defense Federal Acquisition Regulation Supplement

DMDC Defense Manpower Data Center

DOD Department of Defense

DoD CAF Department of Defense Consolidated Adjudications Facility

EPSQ Electronic Personnel Security Questionnaire eQIP Electronic Questionnaire for Investigations Processing

FAR Federal Acquisition Regulation

FS-240 Consular Report of Birth form FS-240

FTE Full-Time-Equivalent

IR Incident Reports

ISP Investigation Service Provider

JCAVS Joint Clearance and Access Verification System

JPAS Joint Personnel Adjudication System

LAN Local Area Network

NAC National Agency Check

NISP National Industrial Security Program

NTE Not To Exceed

OCI Organizational Conflict of Interest

OCONUS Outside Continental United States (includes Alaska and Hawaii)

ODC Other Direct Costs

OPM Office of Personnel Management

PI Phase In

PIPS Personnel Investigations Processing System

PM Program Manager

POC Point of Contact

PPR Phased Periodic Reinvestigation

Products Any system, application, utility, tool, process, or policy

PRS Performance Requirements Summary

PWS Performance Work Statement

QA Quality Assurance

QASP Quality Assurance Surveillance Plan

QC Quality Control

QCP Quality Control Plan

Quarterly

(Q) Services performed four times during each 12-month period of the contract at intervals of 80 to 100 calendar days.

RRU Research, Recertify, and Upgrade

RSI Reimbursable Security/Suitability Investigation

SBPR SSBI Periodic Reinvestigation

SCI Sensitive Compartmented Information

SF-312 Classified Information Nondisclosure Agreement

SII Suitability/Security Investigations Index

SSBI Single Scope Background Investigation

SSN Social Security Number

TE Technical Exhibit

TPOC Technical Point of Contact

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3. GOVERNMENT FURNISHED ITEMS AND SERVICES:

3.1. Services: The Government will provide basic services to phones, desks, utilities, information technology, and general office supplies while the contractor is working in Government facilities. The

Government will also provide all necessary Local Area Network (LAN) access. The Contractor shall comply with all agency policies, procedures, and agreements pertaining to LAN access. Contractor shall provide the appropriate applications training for their personnel. Violation of these procedures will result in loss of LAN and computer use privileges and access.

3.2 Facilities: Basic facilities such as work space and its associated operating requirements (i.e., phones, desks, utilities, information technology, safes, containers, and general office supplies) will be provided while the contractor is working in Government facilities.

3.3 Utilities: The Government will provide all necessary utilities in the facility for the contractor’s use in performance of tasks outlined in this PWS. The Contractor shall instruct employees in utilities conservation practices. The contractor shall be responsible for operating under conditions that preclude the waste of utilities.

3.4 Equipment: The Government will provide basic services to phones, desks, utilities, information technology, safes, containers, and general office supplies while the contractor is working in

Government facilities.

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. CONTRACTOR FURNISHED ITEMS AND RESPONSIBILITIES:

4.1. General: The Contractor shall furnish all supplies, equipment, facilities and services required to perform work under this contract that are not listed under Section 3 of this PWS.

4.2. Top Secret Facility Clearance: The contractor shall have and maintain a Top Secret Facility Clearance from the Defense Security Service (DSS). In addition, the contractor personnel performing work under this contract must have a current Top Secret Security Clearance reflected in the Joint Personnel Adjudication

System (JPAS) at entrance on duty, and must maintain the level of security required for the life of the contract. The security requirements are in accordance with the attached DD254.

4.3. Materials: The Contractor shall furnish materials necessary to meet the requirements under this PWS that are not listed under Section 3 of this PWS.

4.4. Equipment. The Contractor shall furnish equipment to meet the requirements under this PWS that are not listed under Section 3 of this PWS.

PART 5

SPECIFIC TASKS

5. Specific Tasks:

5.1. Basic Services. The contractor shall provide Personnel Security Support Services to review and process personnel security documentation and provide accurate and timely personnel security information.

The contractor shall be responsible for ensuring that documentation and information necessary to facilitate the adjudications of personnel security eligibility and trustworthy determinations are processed in a timely manner.

5.2. CASE PROCESSING SUPPORT: The contractor shall assist the Government in performing all tasks associated with case processing in order to facilitate the adjudications ofpersonnel security eligibility and trustworthy determinations. The case processing support functions include:

5.2.1. Workload and Inventory Control (Unclassified and Classified)

• Receive, sort, date stamp, scan/upload, print, and file incoming case documentation to include management of electronic and hard copy files as requested by DOD CAF staff

• Record daily statistics regarding all incoming case documentation (e.g. agency and type)

• Monitor assignment and tracking of cases

5.2.2. National Security Databases/Classified Databases/Case Maintenance

• Create, maintain, update, correct, research, and review subject records

• Review and analyze case documentation for authenticity, pertinence, completeness, and accuracy

• Request necessary documentation from other Government agencies

• Ensure cases are complete and accurate, and contain all information and documentation necessary to facilitate an adjudicative determination

• Assign open cases to be adjudicated, to include the reopen of closed cases with no adjudicative action

• Review and process requests for action, to include scope of investigation, correspondence and memoranda of findings, matching supplemental case files, and case assignment

• Review nature of incident reports, to include sufficiency of supporting documentation and/or requests for supplemental information

• Process reciprocity requests to include the query of databases, obtaining clearance verification from other Government agencies, and updating subject case file

• Monitor aged interim status clearances, discontinued notices for termination, and overdue suspense files. Report status and take appropriate action, as necessary

• Temporarily administratively withdraw subjects’ eligibility line within JPAS as a result of separation from owning and/or servicing facility

5.2.3. Threat Assessment - Review reports, files, and other documentation in the identification of counterintelligence, counterterrorism, force-protection, workplace violence, and criminal conduct reporting criteria.

5.2.4. Due Process

• Prepare due process files to include: letters of intent, statement of reasons, and other necessary documentation; includes preparing packages for adjudicator signature and mailing

• Update subject case file upon receipt of due process response

5.2.5. Customer Service

• Provide assistance and information to officials within the customer base requiring personnel security services

• Provide assistance in the development and preparation of a variety of correspondence and other documentation, to include: Standard Operating Procedures (SOP), Work

Instructions (WI), letters, reports, staff studies, briefings, charts, and position and background papers

• Perform the duties of Suite, Security, and/or Safety Representative for assigned suite location. The contractor shall maintain working roster of space utilization, submit work-orders, reserve conference rooms, liaise with DoD CAF Facilities Management

Office (FMO)/Security Management Office (SMO) for key control and suite access, assist in the preparation and conduct of safety and security drills, and disseminate necessary information

5.3. CALL CENTER SUPPORT: The contractor shall assist the Government in performing all tasks associated with operating a responsive, courteous, and professional call center to address inquiries from the customer base regarding case status, program information, and policies and procedures. The call center support functions include:

• Establish productive working relationships with the customer base and provide consistent, high quality customer satisfaction and sound business relations

• Create, maintain, update, correct, research, and review subject records

• Provide assistance to customer base, exercising sound judgment and discretion to determine appropriate responses to inquiries

• Provide guidance and clarification to customer base on security clearance and investigative requirements and guidelines

• Refer inquiries outside the purview of the DoD CAF to the appropriate Government agency for response

• Provide assistance and information to DoD CAF Government representatives in support of high-level and special interest cases

• Provide assistance in the development and preparation of a variety of correspondence and other documentation, to include: Standard Operating Procedures (SOP), Work

Instructions (WI), letters, reports, staff studies, briefings, charts, and position and background papers

5.4. PROGRAM MANAGEMENT SUPPORT: The Program Manager, Program Manager Assistant, and/or Team Leads shall assist the Government in performing supervisory and liaison functions between contract employees and the DoD CAF. The Program Management Support functions include:

• Account for employees’ time and attendance.

• Promulgation of information pertinent to the contractor staff execution of duties.

• Serve as a point of contact to the DoD CAF staff and the Contract Company leadership.

• Prepare briefings and other materials, as related to the Personnel Security Support.

5.4.1 Case Processing Support Status Report

• Provide accurate and complete data concerning Case Processing Support activities and performance

• Summarize the workload volume, completion, and any obstacles encountered for the previous week

5.4.2 Call Center Support Status Report

• Provide accurate and complete data concerning Call Center Support activities and performance

• Summarize the workload volume, completion, and any obstacles encountered for the previous week

5.5. MANDATORY CONTRACTOR MANPOWER REPORTING (CMR): The contractor shall report

ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract via a secure data collection site. The contractor is required to completely fill in all required data fields using the following web address http://www.ecmra.mil. Reporting inputs will be for the labor executed during the period of performance during each Government fiscal year (FY), which runs

October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year, beginning with 2013. Contractors may direct technical questions to the help desk at: http://www.ecmra.mil.

http://www.ecmra.mil/ http://www.ecmra.mil/

PART 6

APPLICABLE PUBLICATIONS

6. APPLICABLE PUBLICATIONS:

6.1. The Contractor must abide by all applicable statutes, regulations, publications, manuals, and federal policies, procedures. The contractor shall follow the applicable publications listed below:

• Privacy Act, Title 5 of the U.S. Code, Section 552a

• Personnel Security Program DoD 5200.2-R dated January 1987 with updates dated February 12, 1990

• Information Security Program DoD 5200.01 dated February 2012

• National Industrial Security Program DoD 5220.22-M

• Agency “Consent to Monitoring Form” (pertains to proper use of Govt. computers)

• Executive Orders 10450, 12968, and 10865

• Intelligence Community Directives (ICD) 704, 704.1, 704.2, and 705.

• Intelligence Reform and Terrorism Prevention Act (IRTPA) of 2004

• Department of Defense Sensitive Compartmented Information Administrative Security Manual DoD

5105.21-M-1 dated October 19, 2012

• Personnel Security Standards and Procedures Governing Eligibility for Access to Sensitive

Compartmented Information Director of Central Intelligence Directive (DCID) 6/9

• Army Regulation 25-2, “Information Assurance,” dated 24 October 2007

• Army Regulation 190-13, “The Army Physical Security Program,” dated 25 February 2011

• Army Regulation 385-10, “The Army Safety Program,” dated 27 November 2013

The Contractor shall adhere to the latest version of the documentation referenced in the list above or cited elsewhere in this PWS.

PART 7

ATTACHMENT/TECHNICAL EXHIBIT LISTING

7. ATTACHMENT/TECHNICAL EXHIBIT LIST:

7.1. Attachment 1/Technical Exhibit 1 – Performance Requirements Summary

7.2. Attachment 2/Technical Exhibit 2 – Deliverables Schedule

7.3 Attachment 3/Technical Exhibit 3 – Estimated Workload Data

7.4 Attachment 4/Technical Exhibit 4 – OPSEC Plan

TECHNICAL EXHIBIT 1

PERFORMANCE REQUIREMENTS SUMMARY

The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success. This attachment does not limit the remedies for contractor deficient performance or otherwise alter or change the PWS.

In the event there isa conflict, the PWS and contract/solicitation shall control.

Performance Objective

(The Service required—usually a shall statement)

Standard Performance Threshold (This is the maximum error rate. It could possibly be “Zero deviation from standard”)

Method of Surveillance

PRS # 1

The contractor shall provide Case Processing Support, IAW PWS paragraph number 5.2 and all subparagraphs.

The contractor shall perform case processing support functions IAW established timelines, while demonstrating appropriate knowledge and understanding of the task.

Accuracy and Timeliness of Work Products

Exceptional = 90%-100% Successful = 80-89%

Unacceptable = 79% and below

Random Sampling and/or review of reports, logs, system data, or performance metrics by

COR – Monthly & Validated Customer

Complaints

PRS # 2

The contractor shall provide Call Center Support, IAW PWS paragraph numbers 5.3 and all subparagraphs.

The contractor shall perform call center support functions IAW established timelines, while demonstrating appropriate knowledge and understanding of the task.

Accuracy and Timeliness of Work Products

Exceptional = 90%-100% Successful = 80-89%

Unacceptable = 79% and below

Random Sampling and/or review of reports, logs, system data, or performance metrics by

COR – Monthly & Validated Customer

Complaints

PRS # 3

The contractor shall provide Program Management Support, IAW PWS paragraph number 5.4 and all subparagraphs

The contractor shall perform program management support functions IAW established timelines, while demonstrating appropriate knowledge and understanding of the task.

Successful = 100% Compliance Periodic surveillance and/or review of reports, logs, system data, or performance metrics by

COR – Monthly & Validated Customer

Complaints

TECHNICAL EXHIBIT 2

DELIVERABLES SCHEDULE

Deliverable Frequency # of Copies Medium/Format Submit To

Quality Control Plan QCP to be provided with contractor’s proposal and within 5 working days when changes are made thereafter.

1 original QCP to be provided with contractor’s proposal.

1 amended copy of QCP to be provided within 5 working days when changes are made.

Electronic format, must be compatible with Microsoft

Windows 2010 and

Microsoft Office 2010

Delivered electronically to CO and COR via email.

Quality Control

Status Report

30 days after contract award and every month thereafter

1 copy 30 days after contract award and 1 copy every month thereafter

Electronic format, must be compatible with Microsoft electronically to COR via email

Case Processing

Support Status

Report

15 days after contract award or end of phase-in period, if applicable, and every week thereafter.

1 copy beginning 15 days after contract award and 1 copy every week thereafter

Electronic format, must be compatible with Microsoft to COR via email

Call Center

Support Status

Report

15 days after contract award or end of phase-in period, if applicable, and every week thereafter.

1 copy beginning 15 days after contract award and 1 copy every week thereafter

Electronic format, must be compatible with Microsoft electronically to COR via email

Operations Security

(OPSEC)

Conformance

Statement

Within 5 days after contract award. 2 copies 5 days after contract award

Electronic format, must be compatible with Microsoft to CO and

COR via email

Non-Disclosure

Agreement

Within 5 days after contract award and any contractor personnel performing under the contractor shall submit an NDA to the COR no later than five (5) days after performance have started by the particular contractor personnel, including duty of new/replacement contractor personnel.

1 copy 5 days after contract award, and five

(5) days after performance have started by the particular contractor personnel, including duty of new/replacement contractor personnel.

Electronic format, must be compatible with Microsoft to COR via email

Post Award

Conference /

Periodic Progress

Within 5 days after contract award and quarterly thereafter.

N/A In person, telephonically, or VTC, as agreed

Delivered electronically to COR via email

TECHNICAL EXHIBIT 3

ESTIMATED WORKLOAD DATA

The data provided is an estimated summary based on historical data relevant to contract performance. The contractor is not required to propose the hours listed below and is expected to calculate its own staffing requirements using sound judgment and business practices to prepare its cost proposal. See also PWS section

1.2 for additional information.

Note: The star symbol “*” next to the Labor Category indicates “Key Personnel.”

Base Period

Contract Line

Item Number

(CLIN) and

TASK ID

Labor Category

Estimated

FTEs

Hours

CLIN ID: 0003

Task ID: 5.4 Program

Management Support

*On-Site Program Manager*

1,880

On-Site Program Manager - Assistant

Team Lead

3,760

CLIN ID: 0001

Task ID: 5.2 Case

Processing Support

Case Processing Support

Personnel Security Assistant

73,320

CLIN ID: 0001

Task ID: 5.2 Case

Processing Support

Case Processing Support

Personnel Security Assistant - Senior

22,560

CLIN ID: 0002

Task ID: 5.3 Call Center

Support

Call Center Support

16,920

Description

Cases

CLIN ID 0001 Case Processing Support

Projected Number of Security Clearance Cases

900K – 1.1M 12 months

CLIN ID 0002 Call Center Support

Projected Call Volume

40K 12 months

CLIN ID 0002 Call Center Support

Projected Email Volume

20K 12 months

Option Period I

Item Number (CLIN) and TASK ID

Labor Category

CLIN ID: 1003

CLIN ID: 1001

Task ID: 5.2 Case Processing

Support

Case Processing Support

CLIN ID: 1001

Case Processing Support

22.560

CLIN ID: 1002

Task ID: 5.3 Call Center

Call Center Support

CLIN ID 1001 Case Processing Support

Projected Number of Security Clearance Cases

900K – 1.1M 12 months

CLIN ID 1002 Call Center Support

Projected Call Volume

40K 12 months

CLIN ID 1002 Call Center Support

Option Period II

Item Number

(CLIN) and TASK

ID

Labor

Category

CLIN ID: 2003

CLIN ID: 2001

Case Processing Support

CLIN ID: 2001

Case Processing Support

CLIN ID: 2002

Call Center Support

CLIN ID 2001 Case Processing Support

Projected Number of Security Clearance Cases

900K – 1.1M 12 months

CLIN ID 2002 Call Center Support

Projected Call Volume

40K 12 months

CLIN ID 2002 Call Center Support

Option Period III

Item Number

(CLIN) and TASK

ID

CLIN ID: 3003

CLIN ID: 3001

Case Processing Support

CLIN ID: 3001

Case Processing Support

CLIN ID: 3002

Call Center Support

CLIN ID 3001 Case Processing Support

Projected Number of Security Clearance Cases

900K – 1.1M 12 months

CLIN ID 3002 Call Center Support

Projected Call Volume

40K 12 months

CLIN ID 3002 Call Center Support

Option Period IV

Item Number (CLIN) and TASK ID

CLIN ID: 4003

On-Site Program Manager -

Assistant

CLIN ID: 4001

Case Processing Support

CLIN ID: 4001

Case Processing Support

Personnel Security Assistant - Senior

CLIN ID: 4002

Call Center Support

Personnel Security Assistant - Senior

CLIN ID 4001 Case Processing Support

Projected Number of Security Clearance Cases

900K – 1.1M 12 months

CLIN ID 4002 Call Center Support

Projected Call Volume

40K 12 months

CLIN ID 4002 Call Center Support

TECHNICAL EXHIBIT 4

OPERATIONS SECURITY (OPSEC) PLAN

PERSONNEL SECURITY SUPPORT SERVICES

21 JUNE 2015

1. PURPOSE: The OPSEC Program will provide the structure to ensure that OPSEC requirements are met for the Personnel Security Support Services program and activities involving the [Awardee Name] contract as well as all subcontracts involved with the execution of the Personnel Security Support Services program.

This plan is based upon the results of the DoD CAF Security Management Office’s (SMO) OPSEC process and is intended to protect critical information related to the Personnel Security Support Services Program, as well as information about the DoD CAF, its contracts, and subcontracts. While critical information, indicators, threat information, risk assessment, OPSEC Standard Operating Procedures (SOP), and all updates will, as appropriate and necessary, be provided to onsite contractor employees under separate cover, this pan covers the general vulnerabilities and the required countermeasures that will mitigate and lower risk to the Personnel Security Support Services execution.

2. ORGANIZATION: This OPSEC Program and its requirements apply to all contracted and subcontracted elements and personnel supporting the Personnel Security Support Services Program. Personnel will participate in the OPSEC program under the following management structure (see Figure 1):

Figure 1.

Government Org

Contractors/Subcontractor

David Wright

DoD CAF Operations Security Officer

TBD

Personnel Security Support Services Program Manager/COR

[Awardee TBD]

OPSEC Officer / Facility Security Officer

[Awardee Subcontractor TBD]

OPSEC Coordinator

[Awardee Subcontractor TBD]

OPSEC Coordinator

2.1. This OPSEC Program shall have an OPSEC Officer, employed by [Awardee TBD], who will be assigned to this duty up to 10%, on average, throughout the duration of this contract. The OPSEC Officer is the

DoD CAF OPSEC Officer’s main point of contact for all OPSEC issues related to this contract.

2.2. There is an OPSEC Coordinator on each subcontract, assigned to this duty up to 10%, on average, throughout the course of this contract.

2.3. All OPSEC-related communication between the Personnel Security Support Services Program Manager and OPSEC Coordinators at subcontractors must be facilitated by the OPSEC Officer(s) at the [Awardee

TBD].

3. REQUIREMENTS:

3.1. OPSEC Process

3.1.1 Critical Information. A critical information list and updates will be provided, as appropriate and necessary, under separate cover after contract award to the OPSEC Officer at [Award TBD] for dissemination to on-site contracted and on-site subcontracted employees who are supporting the

Personnel Security Support Services contract and handling critical information. For cost estimating purposes, consider that the OPSEC Plan will apply to all contracts and subcontracts involved in the execution of the Personnel Security Support Services contract and that 75% of all personnel will handle this critical information.

3.1.2. Threat Assessment. Capable adversaries collecting unclassified, as well as classified, information on the DoD CAF and other agencies may pose a threat to the DoD CAF, its contractors, and its subcontractors. A formal threat assessment and all updates will be provided, as necessary and appropriate, under separate cover after contract award to the OPSEC Officer for dissemination to on-site contracted [Awardee TBD] employees and OPSEC Coordinators at subcontractors for further dissemination to on-site subcontractors who support the Personnel

Security Support Services contract and handle critical information. A general threat assessment is provided below.

3.1.2.1. General Threat Assessment. The worldwide intelligence collection threat is comprised of multi-disciplined, highly sophisticated, and extremely dedicated adversaries. There is a consensus within the U.S. Intelligence Community that their collection efforts target almost all DoD contractors. Any business enterprise operating in the global competitive market should recognize that it is continually targeted by intelligence collection efforts.

Adversaries can produce reliable information on business capabilities, vulnerabilities, and intentions. Moreover, the intelligence threat to the U.S. has increased dramatically in recent years.

3.1.3. Vulnerability Analysis. Vulnerabilities (and indicators) of the program may reveal critical information. A general and contractual vulnerability analysis is provided below. A more detailed list will be provided after contract award, as appropriate and necessary, to OPSEC Officer for dissemination to on-site contracted and on-site subcontracted personnel who support the Personnel

Security Support Services contract and handle critical information.

3.1.3.1 General Vulnerability Analysis. The following general vulnerabilities are most commonly identified in an OPSEC assessment.

Lack of OPSEC Awareness. Personnel do not fully realize their OPSEC responsibilities.

Employees are not aware of the extent to which adversaries depend on obtaining unclassified information on a defense project and their capabilities to…