Central - Statement of Work DRAFT.pdf

1. Background The Defense Commissary Agency (DeCA) uses an Enterprise Business Solution (EBS) to support all of DeCA’s business operations, to include retail, back office, and support. DeCA’s online shopping portal, operated as “Commissary CLICK2GO®” (CC2G), is currently available at 235 Commissaries worldwide and allows eligible patrons to purchase groceries online and pick up curbside at the patron’s local commissary or receive local delivery at limited locations. The DeCA ecommerce application has the ability to support ecommerce grocery delivery services at all Commissary locations, providing additional access to the benefit for eligible patrons.

This is a non-personal services contract to provide ecommerce-based delivery services at DeCA locations listed in Attachment A - Central, as described more fully herein.

2. Description of Services

Unless otherwise stated herein, the Contractor shall provide all personnel, equipment, supplies, transportation, tools, materials, supervision, and other items necessary to perform ecommerce-based grocery delivery services to Commissary patrons as defined in this Statement of Work.

Delivery services will be specifically for commissaries located in the Central Area. The intent is for DeCA to offer grocery delivery at 58 state-side locations as each Commissary’s CC2G business grows and provides sufficient metrics for the Doorstop Delivery program within the lifecycle of this contract. DeCA has identified 26 stores that will receive grocery delivery services at the time of contract award. Those stores have been identified as “Mandatory Locations” as further stated in Attachment A - Central to this SOW. Please note that the remaining 32 stores are listed in the same attachment and are identified as “Optional Locations” and may be unilaterally implemented as permitted in the contract clause titled “Government Option to Expand Delivery Locations.” If any future store meets the clause’s parameters, prior to contract award, the store will be added to the “Mandatory Stores” tab and will be part of the requirement at contract award.

3. Government Responsibilities The Government will ensure that all Doorstop Delivery orders are picked, packaged, staged and ready upon the Contractor’s arrival at the pickup location. The Government will also communicate all missing items to the patron and will have paperwork readily available for the Contractor to convey the missing items information to the patron.

A. DeCA order fulfillers will pick grocery items, bag and stage orders, and seal grocery delivery bags for Contractor pickup.

B. DeCA fulfillers will provide the Contractor the patron’s name, delivery address, phone number, email address, pickup and delivery date and time window, order number, transaction total, delivery fees, gratuity, and number of bags following receipt of the order and prior to order pickup.

C. A designated DeCA representative or the front-end manager at the pickup location will be eCommerce Delivery Service - Central (DRAFT) Statement of Work (SOW) the initial point of contact for patrons regarding lost or damaged items.

D. The DeCA Resource Management Office will collect the patron’s funds, including payments for groceries, DeCA surcharge fees, delivery fees, and any applicable delivery driver gratuities.

E. DeCA will provide the Contractor delivery performance feedback received from patrons monthly. The feedback will include patron comments from the month prior to its provision to the Contractor.

F. The DeCA Contracting Office will provide the Contractor the CC2G normal delivery operating hours for each covered Commissary location at the beginning of the performance period and will update the information as needed. A change in delivery operating hours shall not be a reason for any change in delivery fee, Request for Equitable Adjustment, or Claim under the Contract Disputes Act.

G. DeCA order fulfillers will batch orders when feasible at DeCA’s discretion and supported by order volume.

H. DeCA order fulfillers will provide its best effort to begin the process of transferring delivery items to the delivery driver within 10 minutes of the delivery driver notifying DeCA that the driver is at the CLICK2GO pickup location as required in Appendix A, paragraph 9.

4. Contractor Responsibilities The Contractor shall provide a fully functioning interface with DeCA's eCommerce application. The Contractor will need to integrate within 45 days and may have to work with a third-party company to integrate with DeCA’s current eCommerce platform. The Contractor’s solution shall include the ability to accept patron notifications for information necessary for delivery and send contemporaneous notifications acknowledging CC2G order and delivery status.

A. The Contractor shall provide grocery delivery services within the delivery radius for each

Commissary location as detailed in Attachment A - Central.

B. The Contractor shall maintain a minimum system availability of 98% for the delivery Application

Programing Interface (API) and other related systems.

C. The Contractor shall meet all security, cybersecurity, and data requirements stated herein.

D. The Contractor’s delivery personnel shall be available during all CC2G delivery operating hours for the Commissary location(s) that the personnel support.

E. The lead time from the time an order is placed to the time when the order must be picked up will be a minimum of 3 hours based on the available resources in the store to fulfill orders.

F. The Contractor shall complete delivery within the patron’s two-hour delivery window specified on the eCommerce delivery application.

G. The Contractor shall notify the patron (call, text, or email, in accordance with patron preference) of the delivery upon arrival to the specified delivery address.

H. The Contractor shall provide professional, prompt, and consistent service.

I. The Contractor shall maintain “cold chain” (chill and freeze) temperatures for all delivered foods requiring cold chain temperature control.

J. The Contractor shall ensure that each patron receives delivered products with the seal applied by

DeCA intact and unmanipulated. The Contractor shall be responsible for any missing, lost, or damaged product in any delivery package with a broken or manipulated seal. DeCA will be responsible for any missing or damaged product in delivery packages with an intact seal. The contractor shall contact the Designated DeCA Representative at the store that items are missing or damaged.

K. The Contractor shall contact the Commissary location through which the order was placed if a delay occurs that will result in the Contractor delivering an order outside of the agreed-to two-hour delivery window.

L. The Contractor shall notify the Commissary location after each order is delivered successfully daily.

5. Government Points of Contact

Contracting Officer– Kristine N. Castelow Contract Specialist – Ronald Mosley DeCA eCommerce Delivery Service Technical Advisor – Howard Knight

6. Data Privacy and Security

The Contractor may share documents, materials, and information with its employees and subcontractors on a need-to-know basis only for the purpose of performing the efforts described herein. Shared documents, materials, and information shall not be used by the Contractor except in the performance of obligations under this contract and in compliance with all applicable federal laws, regulations, and Department of Defense policies. Software as a service (SaaS) vendors will need to be Fed Ramp Certified. All documents, materials, and information supplied to the Government hereunder shall be the property of the Government

The Contractor shall employ security measures in accordance with NIST 800-95, Guide to Secure Web Services, and NIST Special Publication 1800-16, Securing Web Transactions, and ensure each API utilizes an approved PKI certificate management system. The Contractor shall secure audit, transaction, and security event logs either by transmitting the log data via an encrypted API, socket or network connection, or by encrypting the log data before transferring them via an unencrypted or encrypted channel. T h e Contractor shall employ, at a minimum, all requirements related to encryption of data at rest or in transit as codified within NIST 800-171 Special Publication Revision 2, Protecting Controlled Unclassified Information in Nonfederal Systems and Organizations.

The above must occur within 45 days after award and show positive proof of successful integration prior to deploying delivery capabilities to patrons.

7. Description of Payment Flow Process

1. The patron uses DeCA’s CC2G ecommerce application to purchase an order by using a payment card.

2. The patron’s payment card will be pre-authorized for the transaction total including delivery fee and any applicable gratuities.

3. After pre-authorization, the Commissary will initiate the patron’s order picking process based on the selected delivery window.

4. The Contractor will provide DeCA Resource Management a summarized electronic invoice bi-weekly to include a detailed report that can be exported into Excel.

A. The Contractor’s summarized invoice shall include the total amount due for the prior two weeks and a remittance address for the payment.

B. The Contractor’s detailed report shall itemize the delivery fees, applicable delivery gratuities, and Government’s Supplemental Amount collected by day, by store, and by order number with each transaction including the details for the overall total, delivery fee, and any applicable delivery gratuities.

5. The CC2G application will also provide a bi-weekly summary and detailed report, to enable reconciliation with the Contractor’s bi-weekly invoices.

6. DeCA Resource Management will reconcile the bi-weekly reports received by comparing the amounts for the delivery fees, any applicable gratuities, and Government’s Supplemental Amount to ensure the values are the same between CC2G and the Contractor.

A. If there is a discrepancy between the Contractor’s invoice amount and the CC2G report, it will be resolved between DeCA RM and the Contractor.

B. Upon completion of the reconciliation, the Contractor will submit the invoice through Wide Area Workflow.

C. Payments will be made to the Contractor within two weeks of receiving the invoice and detailed report.

ATTACHMENT

This attachment provides a detailed list of Mandatory and Optional Commissary CLICK2GO delivery stores. Please see Attachment A - Central.

APPENDIX A – eCommerce Delivery Operational Flow

The chart below is a detail of the description of Payment Flow Process.

1. The patron creates an order through CC2G and begins the checkout process.

2. The patron selects the “delivery” option from the CC2G website.

3. The patron enters the address they wish to have the order delivered to and selects a two-hour delivery window with a minimum lead time of three hours.

4. The DeCA ecommerce application determines whether the patron is within the delivery area based upon the patron’s address and the available delivery window(s) for the patron’s chosen date and time.

5. After delivery is confirmed to be within the delivery area and the patron selects a delivery window, the patron will finalize payment for the order inclusive of groceries, DeCA surcharge, delivery fees, and applicable delivery driver gratuities.

6. If delivery is not possible, the patron is offered the opportunity to pick up the order in store or cancel the order.

o If the order is cancelled or picked up in store by the patron, DeCA RM team will remove the delivery fees and gratuity at the time of the bi-weekly reconciliation prior to Contractor payment

7. If the delivery order is confirmed, DeCA will provide information about the patron’s transaction to the Contractor. This information will include the patron’s name, delivery address, email address, phone number, pick-up and delivery date, delivery window, size of order, number of bags, transaction amount, delivery fees and applicable gratuity.

8. The Contractor shall send the Commissary at which the delivery will be picked up a notification informing the Commissary that the Contractor is en route to the Commissary location. The Contractor’s notification shall include the following information:

Order number

The delivery date and time window.

Patron details (Name, phone number, email address and phone number)

9. When the Contractor’s delivery driver arrives at the Commissary location, the delivery driver shall park in one of the CC2G parking spaces and call the telephone number on the sign at the parking space. The Contractor’s delivery driver shall clearly identify themselves as the delivery driver to DeCA personnel providing the delivery items.

10. The Commissary will contact the patron during the quality control process of assembling and sealing the order. The Commissary will reconcile with the patron any issues that are discovered during the picking process (e.g., substitutions, out of stock, perishable issues, date issues, etc.…).

11. After the Contractor delivery driver contacts the Commissary pursuant to paragraph 9 above, the order will be brought to the driver. The Contractor’s delivery driver shall show the Commissary employee identification, to include employee ID and the patron order information, for verification purposes.

12. The Contractor’s delivery driver shall pack the order in necessary equipment to maintain “cold chain” (chill and freeze) prior to leaving the Commissary parking lot.

13. The Contractor’s delivery driver shall then depart to the patron’s delivery destination.

14. When the Contractor’s delivery driver arrives at the delivery destination, the driver shall contact the patron and place delivery items by the front door or other specified outside location identified in the comments field in the ecommerce application.

15. The Contractor’s delivery driver shall notify the patron of delivery completion by telephone call, text message, or email.

APPENDIX B – Invoice

This appendix provides a template for the eCommerce Delivery Contractor’s bi-weekly summary and detailed invoice.