PWS_Toll Managment Services.pdf

PERFORMANCE WORK STATEMENT

Toll Management Services

Department of Defense, Office of Inspector General 4800 Mark Center Drive

Alexandria, VA 22350

PERFORMANCE WORK STATEMENT

FOR

Toll Management Services

1. General Information and Scope of Work.

1.1 Agency: The Department of Defense (DoD) Office of Inspector General (OIG) identifies, deters, investigates fraud, waste, and abuse in the DoD, and keeps the Secretary of Defense and the Congress fully and currently informed of fraud, abuses, and deficiencies. The DoD OIG reports to the Secretary of Defense and the Congress corrective actions recommended in cases of fraud, abuse, and deficiency and on progress made to the implementation of corrections actions. The DoD OIG serves as the proponent for the Defense Inspector General (IG) system, for all IGs assigned to DoD components. The DoD OIG has Special Agents located throughout the Continental United States (CONUS) in over sixty field offices conducting criminal investigations, serving warrants, performing search and seizures, and making arrests to support the mission of the DoD OIG.

1.2 Background: Executive Order (EO) 13576, Delivering an Efficient, Effective, and Accountable Government, directs agencies to identify additional reforms necessary to eliminate wasteful, duplicative, or otherwise inefficient programs. OMB Circular No. A-123 Management's Responsibility for Enterprise Risk Management and Internal Control, states “Risk management practices must be forward-looking and designed to help leaders make better decisions, alleviate threats and to identify previously unknown opportunities to improve the efficiency and effectiveness of government operations.” The Toll Management program will help OIG achieve the intent of both the EO and the OMB A-123 mandates by taking advantage of modern capabilities, removing the complexity of current program, reducing labor hours, standardizing processes, and improving financial reporting. The DoD OIG intends to contract for toll management services for the General Service Administration (GSA) lease vehicles in the agency fleet. OIG’s vehicle fleet is located throughout the CONUS and requires the flexibility to travel on toll roads without interruption by way of automated transponders or other technology with an internet-based reporting and billing system.

1.3 Scope of work: This will be a non-personal service, Firm-Fixed Price (FFP) Contract. The contractor shall provide a full range of toll management services that support all national toll roads located within the CONUS as well as provide transponder equipment, replacements, and full customer support for toll management services. The contractor shall provide an internet based reporting and centralized billing system with a user interface that promotes account management in addition to support opportunities for cost savings within the DoD OIG Toll Management program. The contractor shall provide personnel, management, materials, equipment, and facility to perform the requirements outlined in this PWS. 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.

1.4 The Government may require additional transponders and related service during the base or any option period, and surge modifications will be within the scope of the contract and provide increased service for the defined task areas of this PWS.

2. Requirement (Objectives). The objective of this contract is to provide toll aggregation management for the agency’s government owned vehicles CONUS wide without interruption, while capturing data

Lewis, William J CIV WHS AD (USA) Is this number accurate?

for billing and reporting on an internet-based system. The full requirement for contractor provided toll aggregation services includes transponder equipment and customer service.

2.1 Toll Management Service (Objective 1) – Provide a single toll account that is replenishable on monthly, quarterly, or yearly basis, whichever is more advantageous to the government.

2.1.1 Assist with the development of Toll Management policy, practices, and procedures.

2.1.2 Track and certify automated toll and toll violation charges.

2.1.3 Facilitate the movement and tracking of vendor provided equipment such as transponders or other technology.

2.1.4 Automated toll charges shall reflect the actual toll usages based on the transponders travelled through the tolls.

2.1.5 Review and certify monthly billing statements.

2.1.6 The Contractor shall examine documentation, and implement any new requirements promulgated by law and government policy.

2.1.7 Protect OIG information through a secure process.

2.1.8 Monitor, identify and recover money lost on misreads.

2.1.9 Provide notification of no toll activity on inactive transponders

2.1.10 Provide upcoming payment reminders.

2.1.11 Provide daily, weekly, and monthly utilization and billing.

2.1.12 Provide transponder equipment and replacements for each vehicle as requested/needed.

2.1.13 Provide Monthly Spending Reports by State

2.1.14 Monitor unplanned toll usage.

2.1.15 Monitor government’s policy breaches.

2.1.16 Provide toll data summarized by vehicle across toll facilities throughout the Continental

United States

2.2 Transponder Equipment (Objective 2) – The contractor shall provide toll road transponder equipment and replacements for 260 GSA Leased vehicles that will cover national toll roads located throughout the Continental United States for DoD OIG’s vehicle fleet. The OIG’s Leased vehicle fleet size is determined by mission requirements and may increase or decrease throughout the period of performance for this contract.

2.3 Customer Support (Objective 3) – The contractor shall provide customer service support as needed to address issues within twenty-four hours during business, non-holiday, hours after receipt. The contractor shall respond to customer queries within 24 hours in a courteous and professional manner. The contractor shall provide for an internet based reporting and centralized billing system with a user interface that promotes account management. This shall include:

2.3.1 Track and certify automated toll and toll violation charges.

2.3.2 Consolidated toll payment (a single monthly statement) and management solution, eliminating the need to pay multiple third-party companies for equipment usage and/or toll usage.

2.3.3 100% major toll road coverage across the CONUS.

2.3.4 Streamlined method of payment.

2.3.5 A single toll account for the agency’s fleet that require to travel on toll roads for official use.

2.4 Service Accuracy (Objective 4) – The contractor shall deliver accurate reporting, invoicing, and visibility that ensures the agency is receiving satisfactory management and toll processing. This shall include:

2.4.1 On-demand reporting

2.4.2 Provide monthly delivery reports to the Contracting Officer Representative (COR) to account for toll payment on behalf of DoD OIG

2.4.3 Ongoing misread identification and corrections at the transaction level

2.4.4 Accurate invoicing and corresponding administrative fees

2.4.5 Enabling the agency analyze reports (vehicle & device management, billing, violations, usage, etc.).

2.4.6 Violation processing

2.4.7 Automated Misread Identification Service (A.M.I.S.): 80% Credit on Misread

2.4.8 Recovery Refunded

2.5 Transition (Objective 5) – The Contractor shall provide a Phase In/Phase Out transition plan to address how distribution of transponders nationwide at the beginning of the period of performance and collected at the end of the period of performance. The Phase In transition plan shall be delivered five days after contract award. The Phase Out transition plan shall be delivered 30 days prior to contract expiration.

3. Security requirements

3.1.1 Security Clearance requirement. Contractor shall ensure each employee can obtain a

Public Trust Clearance.

3.1.2 Contractor shall maintain security of personnel data for all customers supported by the contract and ensure enforcement of Federal Privacy Act requirements.

3.1.3 Contractor shall provide equipment and data security.

3.1.4 Contractor shall provide data storage and backups.

3.1.5 Vendor provided equipment (transponders) shall not have a Global Positioning System

(GPS) type capability that allows vehicle or movement tracking or location. Due to security concerns, vendor equipment shall not obtain any devices that track the location of that equipment.

3.1.6 When hiring personnel, the contractor shall keep in mind that the sensitivity and security of data and any information collected concerning Government users.

3.2 Work Hours. The contractor shall be available during the DoD OIG normal business operating hours of 0700 – 1700 hours EST, Monday thru Friday except Federal Holidays and Government closure due to local or national emergencies, administrative closings, or similar Government directed closings. The contractor must always maintain an adequate workforce for the uninterrupted performance of all tasks defined in the PWS when the Government is open for normal business hours and when the Government has not closed for reasons listed above.

3.3 Recognized Federal 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

Juneteenth Christmas Day

Independence Day

3.4 Site Condition. Contractor shall furnish its own personnel, management, materials, equipment, and facility to perform the requirements outlined in this PWS.

Schatzer, Carolyn B., OIG DoD I don’t know if a transition plan would make sense expect for the end of the new contract period - I did not see a transition objective in the original contract.

Lewis, William J CIV WHS AD (USA) Transition objective should identify Tasks to reflect SOP's, state the program will provide for sequence of events if transitioning work to new CTR.

3.5 Key Personnel. Contractor shall provide a dedicated point of contact (POC) for customer service and account management. The POC shall be fluent in written and spoken English and capable of obtaining a Public Trust clearance. The POC shall be available during regular business hours in section 3.2. Key personnel must be able to provide the following services:

3.5.1 Respond to inquiries via email or phone.

3.5.2 Provide account information as requested.

3.5.3 Address and resolve customer inquiries, problems and complaints regarding services and toll billing issues.

3.5.4 Assist with Data entry and validation questions.

3.5.5 Provide accurate and timely information regarding service, products and process capabilities.

3.5.6 Recognize and provide assistance to correct inconsistencies in data and documents.

4. Specific Tasks.

4.1 Toll Management and Accounting - The contractor shall provide Toll Management support, which will consist of the following:

4.1.1 Provide OIG support related to toll management procedures, troubleshooting issues, and provide guidance in accordance with prevailing state and federal laws, regulations, and directives.

4.1.2 Perform all aspects of toll management on behalf of OIG, by performing toll management duties in support of OIG Program Managers and vehicle users.

4.1.3 Review, prepare, and update required data to populate each state’s toll information systems.

4.1.4 Support OIG Program Managers and vehicle users with resolving toll disputes or questions.

4.1.5 Notify OIG Program Managers when changes occur that might affect their billing or legal status.

4.1.6 Analyze and identify vulnerabilities or suspected abuses within the OIG tolling processes and recommend countermeasures.

4.1.7 Represent the customer on various technical issues in resolving toll violations or reimbursements.

4.1.8 Coordinate, prepare, and track vehicle toll usage and provide monthly reports.

4.2 Task Order Information

4.2.1 Place of Performance: All toll roads across the Continental United States.

4.2.2 Period of Performance: This task order contains a 12-month base period, and four consecutive one-year option periods as follows:

4.2.2.1 Base Period: 7 September 2024 – 6 September 2025.

4.2.2.2 Option Period 1: 7 September 2025 – 6 September 2026

4.2.2.3 Option Period 2: 7 September 2026 – 6 September 2027

4.2.2.4 Option Period 3: 7 September 2027 – 6 September 2028

Schatzer, Carolyn B., OIG DoD Do we need Key Personnel? These are basic skills

Lewis, William J CIV WHS AD (USA) Key Personnel Should be included to provide oversight in this program. (Use the role that the rep, Ms Shields from Best Pass assumes and use that as an example)

Anthony updated

4.2.2.5 Option Period 4: 7 September 2028 – 6 September 2029

5. Contract Deliverables - The contractor shall provide the following deliverables to the POC or as instructed by the POC:

5.1 Toll Road Equipment: Contractor provided equipment, if applicable, ensure shipment within ten business days after receipt of order (ARO). Provide shipping address upon contract award.

5.2 Toll Data Reports: The contractor shall make available to the agency POC within fifteen business days after receipt of order ARO. Supply internet-based ad-hoc reports that are continuously accessible KO/COR.

5.3 Toll Violation Report: The contractor shall make available to the agency POC within fifteen business days after receipt of order ARO. Supply internet-based ad-hoc reports that are

5.4 Centralized Billing System: The contractor shall make available to the agency POC within fifteen business days after receipt of order ARO. Access to internet-based account that are

5.5 Delivery Reports: The contractor shall make available to the agency POC within thirty business days after receipt of order ARO. Supply internet-based ad-hoc reports that are continuously accessible KO/COR.

5.6 Phase In Transition Plan: The contractor shall make available to the agency POC within five business days after receipt of order ARO.

5.7 Required Items Summary: At the time of award, the Contractor at a minimum will provide the following list of items in the period provided.

Deliverable Title PWS

REFERENCE

DUE DATE FREQUENCY

Toll Road Equipment 5.1 10 days after contract award Until all devices are delivered and accounted for

Toll Data Reports 5.2 15 days after contract award Monthly/ad-hoc Toll Violation Charges 5.3 15 days after contract award Monthly/ad-hoc Centralized Billing System

5.4 15 days after contract award Monthly/ad-hoc

Delivery Reports 5.5 30 days after contract award Monthly/ad-hoc Phase In Transition Plan 5.6 10 days before due date Once after award *Standard Distribution: one copy of the transmittal letter without the deliverable to the KO; one copy of the transmittal letter with the deliverable to the Primary POC.

6. Kick-off Meeting: OIG Contracting shall hold a Kick-off Meeting with the DoD OIG, Government COR, and stakeholders within five (5) calendar days of contract award or as agreed upon between the Government and Contractor to introduce the Government team and discuss the Contractor’s overall task order approach. The Contractor shall produce and distribute meeting minutes identifying all the discussion points, agreements and action items following the meeting.

The meeting shall take place at the government’s facility or online as needed.

Lewis, William J CIV WHS AD (USA) POP should be 7 Sep - 6 Sep for base and subsequent option periods. Current contract expires 6 September 2024

Anthony updated

Lewis, William J CIV WHS AD (USA) to the POC

Anthony Updated

Lewis, William J CIV WHS AD (USA) KO (Contracting Officer)

Anthony updated

Lewis, William J CIV WHS AD (USA) to the POC

Anthony updated

Anthony updated

Lewis, William J CIV WHS AD (USA) to the POC

Anthony updated

Lewis, William J CIV WHS AD (USA) to the POC

Anthony updated

Lewis, William J CIV WHS AD (USA) to the POC

Anthony updated