PWS_DoD_NCR_MTBP_Support_Services_04032018.pdf

Performance Work Statement

Department of Defense (DoD) National Capital Region (NCR) Mass Transportation Benefit Program (MTBP)

Washington Headquarters Services (WHS)

April 03, 2018

PART 1

GENERAL INFORMATION

1. GENERAL:

This is a non-personal services contract to provide support for the Department of Defense (DoD) Mass Transportation Benefit Program (MTBP) in the National Capital Region (NCR). The Government shall not exercise any supervision or control over the contract service providers performing the services herein. 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 and supervision necessary to perform program management and consulting services for the MTBP as defined in this Performance Work Statement, except as specified in Part 3 (Government Furnished Property). The contractor shall perform to the standards in this contract.

1.2 BACKGROUND: WHS/Facilities Services Directorate (FSD)/Integrated Services Division (ISD) is the organization requesting this service. The Division is comprised of various programs and services provided to the Office of the Secretary of Defense (OSD) and DoD in the NCR. ISD is responsible for managing and implementing the MTBP for DoD in the NCR. Executive Order 13150 requires Federal Agencies to establish a program to offset employee commuting costs to the extent authorized by law and regulation. DoD Instruction 1000.27, Mass Transportation Benefit Program (MTBP), charges WHS with administering the program for all DoD in the NCR. The DoD NCR MTBP currently serves approximately 25,000 DoD civilian and active duty military members in the NCR. The MTBP program has historically been closely scrutinized at the Federal level by the Congress, the Government Accountability Office (GAO), the Office of Management and Budget (OMB) and internally by the DoD Inspector General. The parties’ interest stemmed from fraudulent activity or abuse of the program found during a GAO Federal investigation in 2007. DoD issued strengthened policy and requirements for MTBP administration in 2008. The MTBP is closely monitored by WHS and is listed in the Annual Assurance Statement for the organization. WHS implemented a series of program improvements to strengthen internal controls and mitigate fraudulent activity.

1.3 OBJECTIVES:

• Administration of MTBP benefit enrollment and issuance via SmartBenefits®.

• Analyze customer inquiries and troubleshoot benefit problems.

• Support in developing, implementing and documenting benefit procedures for the MTBP.

• Analyze program data and prepare program metrics.

• Support leadership and management briefings on program status and emerging events

1.4 SCOPE: The contractor shall support the MTBP by performing all tasks associated with managing and administering the DoD benefit enrollment system and the DoD SmartBenefits® account, DoD NCR MTBP’s method of electronic benefit distribution.

1.5 PERIOD OF PERFORMANCE: The period of performance shall be for one (1) base period of ten (10) months and four (4) 12-month option years. The Period of Performance reads as follows:

Base Period: 30 April, 2018 to 28 February 2019 Option Year I: 01 March 2019 to 29 February 2020 Option Year II: 01 March 2020 to 28 February 2021 Option Year III: 01 March 2021 to 28 February 2022 Option Year IV: 01 March 2022 to 28 February 2023

1.6 GENERAL INFORMATION

1.6.1 QUALITY CONTROL: The contractor shall develop and maintain an effective program management plan to ensure services are performed in accordance with this PWS. The contractor shall develop and implement quality control procedures within the plan to identify, prevent, and ensure non-recurrence of defective services. The contractor’s quality control program is the means by which he assures himself that his work complies with the requirement of the contract. As a minimum, the contractor shall develop quality control procedures within the Program Management Plan (PMP) that address the areas identified in Technical Exhibit 1, “Performance Requirements Summary (PRS)”. After acceptance of the PMP, the contractor shall receive the contracting officer’s acceptance in writing of any proposed change to his PMP system.

The PMP will be delivered 30 days after contract award or notice to proceed.

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).

1.6.3 RECOGNIZED HOLIDAYS: The contractor is not required to perform services on the following Holidays:

New Year’s Day Labor Day Martin Luther King Jr.’s Birthday Columbus Day President’s Day Veteran’s Day Memorial Day Thanksgiving Day Independence Day Christmas Day

Any other day designated by Federal Statute, Executive Order or a Presidential proclamation. When a holiday falls on a Sunday, the following Monday will be observed as a legal holiday. When a holiday falls on a Saturday, the preceding Friday is observed as a holiday by U. S. Government Agencies. When the Government grants administrative leave or early dismissal to Government personnel, or is closed as a result of inclement weather, potentially hazardous conditions, or other special circumstances, contractor personnel may be granted administrative leave or early dismissal provided that contract performance is not adversely impacted.

1.6.4 HOURS OF OPERATION/PLACE OF PERFORMANCE: Hours of Operation. Work hours shall consist of a 40 hour work week. The contractor shall provide continuous full-time, eight hours per day, on-site support services, Monday through Friday, except federal holidays and other office closures. The contractor shall provide work coverage from 7:00 AM to 5:00 PM EST. Flextime is permitted and coordinated through the Program Manager (PM) and COR. The contractor may not report earlier than 6:00 AM or depart later than

6:30 PM.

Place of Performance. Work shall be performed at Government provided facilities located within the National Capital Region (NCR), particularly the Pentagon, Arlington, Virginia; Mark Center, Alexandria, Virginia; and various government leased spaced;

however, contractor personnel may be requested to work at the Government's alternate locations during emergencies and emergency exercises.

The contractor is encouraged to use mass transportation to arrive at the worksite. Limited parking is available at the worksite, but there is no guarantee that parking requests will be granted. Requests for parking may be submitted to the WHS/ISD Parking Management Office for consideration.

Telework: The government may permit telecommuting (telework) by contractor personnel when determined to be in the best interest of the Government in meeting work requirements (e.g. COOP).

The contractor must have an established program subject to review by the Government.

All telecommuting Agreements must be authorized and approved by the (COR) and include date, time, and description of the work to be performed. The COR must identify to the Contracting Officer any task/work requirement that may be performed at an alternate worksite. Individual contractor personnel shall provide services from their authorized telework worksite location using established telework procedures. Telework if approved, will be at no additional cost to the Government.

1.6.5 TYPE OF CONTRACT: The government anticipates award of a Firm Fixed Price Contract.

1.6.6 SECURITY REQUIREMENTS: All contractor personnel performing work under this contract must pass a National Criminal Information Check (NCIC) background check, and obtain a favorable National Agency Check with Written Inquiries (NACI) investigation for compliance with Homeland Security Presidential Directive 12 (HSPD- 12). The contractor shall comply with all security policies and procedures that apply to the DoD and WHS / FSD. Security procedures shall be made available to contractor personnel. Contractor personnel shall be required to obtain, use, and display a Common Access Card. All contractor personnel on this contract must complete required DoD Annual Security Training.

1.6.6.1 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.

1.6.6.2 CONSERVATION OF UTILITIES: The contractor shall instruct personnel in utilities conservation practices. The contractor shall be responsible for operating under conditions that preclude the waste of utilities, which include turning off the water faucets or valves after using the required amount to accomplish cleaning vehicles and equipment.

1.6.7 SPECIAL QUALIFICATIONS: All contractor personnel proposed under this contract shall be required to sign and submit a Non-Disclosure Agreement, to be provided by the COR, within five days of contract award.

1.6.8 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.

1.6.9 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: ensure that the contractor performs the requirements of the contract; perform reviews necessary in connection with contract performance; maintain written and oral communications with the contractor concerning progress of the contract; issue written interpretations of requirements, monitor contractor's performance and notify 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.

1.6.10 KEY PERSONNEL: The personnel listed below are considered essential to the work being performed hereunder. Prior to substituting, removing, replacing, or diverting any of the specified individuals, the contractor shall notify the Contracting Officer 15 working days in advance and shall submit a written request and justification (including proposed substitutions) in sufficient detail to permit evaluation of the impact on this contract. The proposed substitution of personnel must meet or exceed the education, experience, and other technical requirements of the personnel being replaced. No change in key personnel shall be made by the contractor without the prior written consent of the Contracting Officer.

Program Manager: The contractor shall provide a program manager with specific knowledge of mass transit benefits programs, Executive Order 13150 “Federal Workforce Transportation in the NCR” and the Washington Metropolitan Area Transit Authority (WMATA) SmartBenefits® platform, or similar environment. At least five (5) years of experience managing a large employer’s transportation fringe benefit program or equivalent required.

Project Manager/Team Lead: The contractor shall provide a project manager with specific knowledge of mass transit benefits program and at least five (5) years of experience managing a Washington Metropolitan Area Transit Authority (WMATA) SmartBenefits® platform or similar environment for a large employer.

1.6.11 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. The contractor’s personnel will be required to obtain and wear Common Access Cards (CAC).

1.6.12 PHASE-IN PERIOD: N/A

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 (KO): 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 PWS.

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 INTEGRATED SERVICES DIVISION (ISD): ISD is charged with providing a wide range of programs and services that enable DoD components to accomplish the shared mission of supporting the Defense department. The mission of the Integrated Services Division is to provide the highest level of management support for the Director, Washington Headquarters Services, National Capital Region (NCR), and DoD communities through program initiatives, Office of the Secretary of Defense (OSD) WHS services, and quality of work-life programs.

2.1.7 KEY PERSONNEL: Contractor personnel that are evaluated in a source selection process per the terms of the Key Personnel section of the PWS. If approved by the Government, key personnel will be listed in the contract award. When key personnel are used as an evaluation factor in a 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.

2.1.8 PENTAGON FORCE PROTECTION AGENCY (PFPA):

Responsible for security of the Pentagon Reservation.

2.1.9 PHYSICAL SECURITY: Actions that prevent the loss or damage of

Government property.

2.1.10 QUALITY ASSURANCE: The government shall evaluate the

contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan. 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 Government procedures to verify that services being performed by the contractor are performed according to acceptable standards.

2.1.11 QUALITY ASSURANCE SURVEILLANCE PLAN (QASP): An

organized written document specifying the surveillance methodology to be used for surveillance of contractor performance.

2.1.12 QUALITY CONTROL: All necessary measures taken by the

contractor to assure that the quality of an end product or service shall meet contract requirements.

2.1.13 SUBCONTRACTOR: One that enters into a contract with a prime contractor. The Government is not privy to the contract with the subcontractor.

2.1.14 WASHINGTON HEADQUATERS SERVICES (WHS): WHS was

established as a Department of Defense (DoD) Field Activity on October 1, 1977 as part of a DoD headquarters streamlining initiative. Approximately 1,200 civilian and military employees and thousands of contract staff are organized into 11 directorates and offices.

WHS personnel contribute to the mission of our Defense customers by http://www.defenselink.mil/ http://www.defenselink.mil/sites/f.html#fldacts managing DoD-wide programs and operations for the Pentagon Reservation, and DoD leased facilities in the National Capital Region. WHS is organizationally aligned under the Director of Administration and Management (DA&M) for the Office of the Secretary of Defense (OSD).

2.1.15 WORK DAY: The number of hours per day the contractor provides services in accordance with the contract.

2.1.16 WORK WEEK: Monday through Friday, unless specified otherwise.

2.1. ACRONYMS:

CFR Code of Federal Regulations KO Contracting Officer COR Contracting Officer Representative COTR Contracting Officer's Technical Representative DD Form 254 Department of Defense Contract Security

Requirement List DFARS Defense Federal Acquisition Regulation

Supplement DOD Department of Defense FAR Federal Acquisition Regulation FSD Facilities Services Directorate ISD Integrated Services Division GSA General Services Administration KO Contracting Officer OCI Organizational Conflict of Interest ODC Other Direct Costs PMO Parking Management Office POC Point of Contact PMP Program Management Plan PRS Performance Requirements Summary PWS Performance Work Statement QA Quality Assurance QAP Quality Assurance Program QASP Quality Assurance Surveillance Plan http://www.defenselink.mil/osd/ http://www.defenselink.mil/osd/

QC Quality Control QCP Quality Control Program WHS Washington Headquarters Services

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3.1 GENERAL: The government shall provide the facilities, equipment, materials, and/or services listed below; all materials and equipment furnished by the Government belongs to the Government.

3.2 Equipment: The Government shall provide: Telephones, desks, chairs, bookshelves, reference material, Computers, LAN lines, printers, copiers, fax, and scanners as well as all administrative supplies.

3.3 Services: The Government will assist in issuing building passes and parking passes to qualified contract personnel. All documents created by the contractor, or used by the contractor, belong to the Government.

3.3.1 Utilities. All utilities in the facility will be available for the contractor’s use in performance of duties outlined in this PWS. The contractor shall instruct personnel in utilities conservation practices. The contractor shall be responsible for operating under conditions that preclude the waste of utilities.

3.4 Facilities: The Government will furnish the necessary workspace for the contractor staff to provide the support outlined in this PWS to include desk space, telephones, computers and other items necessary to maintain an office environment.

3.5 Common Access Card (CAC):

The government issued credential (CAC) is the property of the U.S. Government and shall be required for performance on this contract (access to DoD information systems or facilities).

The CAC may not be retained by the cardholder upon expiration, replacement, or when the DoD affiliation of the employee has been terminated. Unauthorized possession of an official credential, like a CAC, can be prosecuted criminally under section 701, title 18, United States Code.

The CAC must be returned to the issuing office or the WHS Security Office at:

Washington Headquarters Services Attn: Security Office 4800 Mark Center Drive, Suite 03F09-02 Alexandria, VA 22350 http://www.law.cornell.edu/uscode/18/701.shtml http://www.law.cornell.edu/uscode/18/701.shtml

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. CONTRACTOR FURNISHED ITEMS AND SERVICES:

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 Part 3 of this PWS.

4.1.1 This contract is designated as unclassified, however all personnel will be issued a CAC and Pentagon Building Pass to access the Pentagon

PART 5

SPECIFIC TASKS

5.0 SPECIFIC TASKS:

5.1 PROGRAM MANAGEMENT SUPPORT SERVICES

The contractor shall provide for programmatic and functional support for the administration and management of the mass transportation benefit program.

5.1.1 Provide management support services for the MTBP. The contractor shall:

5.1.1.1 Assist in developing policy and procedures to address emerging program requirements mandated by OMB guidance, Code of Federal Regulations, statute, etc.

5.1.1.2 Attend high level Departmental meetings and briefings regarding MTBP issues or policy and assist in development of the meeting and briefing materials.

5.1.1.3 Analyze program data and prepare program metrics on enrollment, usage and program costs.

5.1.1.4 Prepare a monthly progress report addressing all duties or tasks during the performance period. Each performance period will yield deliverables in accordance with the deliverables schedule.

5.1.1.5 Recommend, when needed, changes to procedures and business workflows to manage the enrollment, change management and withdrawal of participants from the program.

5.1.1.6 Research policies, legislation, and regulations and assist in determining implications for the DoD MTBP.

5.1.1.7 Manage the DoD NCR MTBP account in the benefit delivery platform and shall establish and maintain effective working relationships with the service provider.

5.1.1.8 Maintain operations of application processing, claims management and benefit distribution, as well as contact with various DoD program officials and customer contact, as needed.

5.1.1.9 Prepare a Program Management Plan (PMP) that outlines how the contractor will assist ISD in accomplishing its ongoing management and improvement needs related to the MTBP. The PMP shall identify how daily tasks will be accomplished and shall describe the extended activities, deliverables, and record the sequence of activities necessary to support the program objectives/goals. The plan shall include:

A program support description, support approach, and responsibility matrix Analysis template and plan for assessment of improvement opportunities Checklists, agendas and/or templates for recording the completion of tasks/assessments

Deliverable templates, which include the business flow maps and other documentation

5.1.1.10 Work with established DoD MTBP officials (150+) regarding policy and procedure clarifications, participant records and other program information as needed.

5.1.1.11 Develop and coordinate the rollout of MTBP Communications, including coordination with Graphics, Public Affairs and web content managers.

5.1.1.12 Prepare content updates to the MTBP website and coordinate with WHS website managers to update the website.

5.1.1.13 Provide guidance and recommendations to ISD in the delivery of the communication efforts.

5.2 PROGRAM ADMINISTRATION /PROJECT MANAGER/TEAM LEAD

SUPPORT SERVICES

5.2.1 Provide program administration support services for the MTBP. The contractor shall:

5.2.1.1 Manage the DoD NCR MTBP account in the benefit delivery platform and shall establish and maintain effective working relationships with the service provider.

5.2.1.2 Maintain MTBP database and DoD SmartBenefits® account, including enrollment, claims and electronic benefit issuance systems in accordance with program guidance and/or processes.

5.2.1.3 Work with established DoD MTBP officials (150+) regarding policy and procedure clarifications, participant records and other program information as needed.

5.2.1.4 Maintain program records in accordance with established records management guidelines in GRS 9, Item 7, “Destroy applications of employees no longer in the program, superseded applications, certification logs, vouchers, spreadsheets, and other forms used to document the disbursement of subsidies when 3 years old.”

5.2.1.5 Review and update the MTBP standard operating procedure to ensure accuracy and consistency of program processes

5.2.1.6 Develop and coordinate the rollout of MTBP Communications, including coordination with Graphics, Public Affairs and web content managers.

5.3 PROGRAM ADMINISTRATION SUPPORT SERVICES (Administrative

Assistant)

Project Analyst: The contractor shall provide Project Analysts support services. Project Analysts shall have knowledge of mass transit benefits administration, or similar environment. Project Analysts shall have strong analytical skills and experience in phone based customer service.

5.3.1 Provide administrative support for the MTBP. The contractor shall:

5.3.1.1 Manage and process monthly (primarily electronic) applications, emails and phone calls.

5.3.1.2 Ensure that applications comply with DoD policy (DoDI 1000.27).

5.3.1.3 Review carefully all applications to ensure completeness, accuracy and program compliance.

5.3.1.4 Communicate with participants, as needed, to obtain more information in order to process applications.

5.3.1.5 Respond to customer phone calls and emails regarding the program, their applications or benefit issuance inquiries.

5.3.1.6 Work with established DoD MTBP officials (150+) regarding policy and procedure clarifications, participant records and other program information as needed.

5.3.1.7 Maintain program records in accordance with established records management guidelines in GRS 9, Item 7, “Destroy applications of employees no longer in the program, superseded applications, certification logs, vouchers, spreadsheets, and other forms used to document the disbursement of subsidies when 3 years old.”

5.3.1.8 Represent the MTBP at NCR government transportation fairs or other transportation outreach venues to promote the program and inform (in briefing or by providing program literature) the workforce about the MTBP in the NCR.

PART 6

APPLICABLE PUBLICATIONS

6. APPLICABLE PUBLICATIONS:

6.1. Issuances and Directives: The publications directly applicable to the performance of this effort are as follows:

6.1.1 DoDI 1000.27 - Mass Transportation Benefit Program (MTBP)

6.1.2 Executive Order 13150 - Federal Workforce Transportation

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

TECHNICAL EXHIBIT 1

PERFORMANCE REQUIREMENTS SUMMARY (PRS)

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.

Performance Objective

Standard Performance Threshold

Method of Surveillance

PRS # 1

Program Management

- Develop and implement procedures pertaining to

MTBP

- Prepare program briefings and attend meetings

- Prepare monthly progress report

- Contractor shall base policies and procedures on new legislation and guidance distributed by The Congress, OMB, DOT, or DoD.

Proposed policies and procedures must be deemed practicable in terms of existing MTBP and Government procedures.

- Contractor shall prepare draft briefings in clear, concise and informative format. Presentations and reports are accurate and well received by the audience.

Represent the program professionally at all meetings.

- Provide comprehensive monthly reports accurately, reflecting progress, status, and any problems or issues encountered and recommend feasible resolutions.

-Draft received within four-seven business days of COR request, depending on urgency of guidance (i.e.

Congressionally mandated

vs. internal DoD guidance.)

- Two or fewer substantive errors per submission. No more than one meeting will be missed per contract year.

-No more than two progress reports received late during the contract year.

- 100% inspection

- Review reports

PRS #2

Program Administration

- Maintain MTBP and SmartBenefits® account

- Ensure completeness and accuracy of applications

- Answer customer inquiries

Maintain program records

- Follow and update program

SOP

- Contractor processes all applications and actions accurately within the MTBP database and SmartBenefits® account.

- Reviews applications thoroughly

- Contractor responds to customer inquiries professionally and information provided is accurate.

Troubleshoots any benefit issuance problems to assist customers

- Maintains program database accurately and completely.

- Contractor administers program according to program SOP and recommends updates to SOP to

COR

- The MTBP and SmartBenefits® account may not contain more than 5% of incorrect data fields. Program applications processed within five business days.

- All application processing and customer responses performed in accordance with program guidelines and SOP.

- Respond to calls no later than 24 hours of receipt.

- All records are destroyed in accordance with records disposition, GRS 2.4

- No more than one late submission within the contract year.

- Periodic by COR and customer complaints.

- Review random applications for accuracy

- Review on Monthly progress report

- Review record destruction log.

review.

PRS #3

Communication Strategies

- Develop communications

- Represent program at fairs, outreach events

- Prepare program website updates

- Prepare quality communications in draft and final based on government guidance.

- Represents MTBP professionally at government transportation events.

- Provide complete, understandable drafts for management review.

- Draft presentations do not need to be revised more than once at the request of the COR.

Communications contain no more than 5% defects.

- No more than one event missed per year.

- Website updates prepared within two days of COR request

100% by COR.

TECHNICAL EXHIBIT 2

DELIVERABLES SCHEDULE

Deliverable Frequency Medium/F ormat Submit To Prepare monthly program metrics and program data analysis 5.1.1.3

By the 10th of every month for the month prior

MS Excel By email to the COR

ISD Leadership

COR

Prepare monthly progress report

PWS 5.1.1.4

By the 10th of every month for the month prior

MS Word or MS PowerPoint By email to the COR, ISD leadership

ISD Leadership

COR

Program Management Plan

PWS 5.1.1.9

Once, within 30 days of contract award

MS Word or PowerPoint , 2 hard copies required.

ISD Leadership

COR

Standard Operating Procedure

PWS 5.1.1.13

Review by the 28th of every third month.

MS Word COR

TECHNICAL EXHIBIT 3

ESTIMATED WORKLOAD DATA

The labor categories and hours provided below are only estimates, and shall not be viewed as mandated for proposers. All proposals shall include the labor mix and hours appropriate and necessary for the proposing performer to complete the required work.

Hours required may be lower or higher than those estimates indicated below; as such, these estimates may not be construed as a guarantee of labor requirements. The contractor shall have in place the capability to fulfill the requirements of the contract.

Base Period: (10 months) 30 April 2018 – 29 February 2019

PWS Task ID

CLIN

Labor Category

Estimated

FTE

Estimated Hours

PWS 5.1 – 5.1.1.13

CLIN 0001

Program Manager 1

PWS 5.2 – 5.2.1.6

CLIN 0002 Project Manager/Team Leader 1

PWS 5.3 – 5.3.1.8

CLIN 0003 Administrative Assistant 5

Estimated monthly workload: 4500-5500 applications, 3000 emails, 2200 phone calls

Included in above

Total Base Period 7

10,990

Option Period 1: (12 months) 01 March 2019 to 29 February 2020

FTE

Estimated Hours

PWS 5.1 – 5.1.1.13

CLIN 1001 Program Manager 1

CLIN 1002 Project Manager/Team Leader 1 1880

CLIN 1003 Administrative Assistant 5 applications, 3000 emails, 2200 phone calls

Total Option Period I 7 13,160

Option Period 2: (12 months) 01 March 2020 to 28 February 2021

FTE

Estimated Hours

CLIN 2001 Program Manager 1

CLIN 2002 Project Manager/Team Leader 1 1880

CLIN 2003 Administrative Assistant 5 applications, 3000 emails, 2200 phone calls

Total Option Period II 7 13,160

Option Period 3: (12 months) 01 March 2021 to 28 February 2022

FTE

Estimated Hours

PWS 5.1 – 5.1.1.13

CLIN 3001 Program Manager 1 1880

PWS 5.2 – 5.2.1.6

CLIN 3002 Project Manager/Team Leader 1 1880

CLIN 3003 Administrative Assistant 5 applications, 3000 emails, 2200 phone calls

Total Option Period III 7 13,160

Option Period 4: (12 months) 01 March 2022 to 28 February 2023

FTE

Estimated Hours

CLIN 4001 Program Manager 1

CLIN 4002 Project Manager/Team Leader 1 1880

CLIN 4003 Administrative Assistant 5 9400 applications, 3000 emails, 2200 phone calls

Included

Total Option Period IV 7 13,160