HR-MPF PWS Recompete Draft March 2023.docx

Contract #: FA489023R0032 Human Resources/Multiple Personnel Functions (MPF)

Performance Work Statement For Air Combat Command Human Resources (HR)/Multiple Personnel Functions (MPF)

Contract #: FA489023R0032 PWS

March 2023

PWS

1.0 INTRODUCTION AND BACKGROUND. The Human Resources/Multiple Personnel Functions (MPF) Program consists of non-personal services for the administration and support of the human resources/personnel programs conducted on Air Combat Command (ACC) installations. The MPF is the single manager of Military Personnel Data System (MilPDS) for all units and members serviced, whether on base or geographically separated. The mission of the MPF is to provide quality personnel support through the administration of personnel programs for commanders, Air Force members, Air Force family members, and retirees, and to administer Air Force personnel programs in both peacetime and wartime. The CPF is the single manager of base appropriated funds civilian personnel. The mission of the CPF is to provide quality personnel support through the administration of personnel programs for commanders and appropriated-fund employees, and to administer DoD and AF personnel programs in both peacetime and wartime. These MPF programs support the Military Personnel Flight (MPF) and the Civilian Personnel Flight (CPF) on each installation in this PWS.

2.0 SCOPE AND OBJECTIVES. Personnel functions for the MPF and CPF include support for the Defense Enrollment Eligibility Reporting System (DEERS) & the Real-time Personnel Identification System (RAPIDS) issuing facility, Automatic Records Management System (ARMS), Defense Civilian Personnel Data System (DCPDS), Common Access Cards, military awards and decorations programs. Each MPF includes the following major personnel service components:

· Customer Service. This Section serves as the initial point of contact between the customer and other MPF work centers as well as the installation DEERS/RAPIDS issuing facility.

· Awards and Decorations. This Section serves as the base-level focal point for officer, enlisted, and unit awards and decorations actions.

· Cyber Security Liaison (CSL). This Section provides information management support for the MPF and CSL support to the Force Support Squadron configuration.

· Personnel Systems Management. This Section provides the functional link between the MPF, CPF, Commander’s Support Staffs (CSS), and the Military and Civilian Personnel Data Systems (PDS)

3.0 REFERENCES. All Required Publications, Forms, and References are within Appendix C.

4.0 TASK REQUIREMENTS (ROLES). The Contractor shall provide the management, expertise, and functional support required to fulfill this task order as described in the following subtasks. Period of Performance (PoP) will start in accordance with (IAW) schedule outlined in Table 1.0. Performance shall be conducted per the Operational Hours of each duty location unless otherwise approved by the COR. The Contractor shall provide FTE for each location per Table 1. Note: Optional FTE are included in parenthesis.

Table 1.0 Core and Optional FTE

OC

Codes

CORE FTE per Location

*Optional (unexercised) per Location

4.1. Requirements for all Contractors. Contractor personnel shall:

4.1.1. Exemplify professionalism and courtesy in the performance of their duties, particularly in interactions with customer, including senior officers.

4.1.2. Exercise task flexibility and efficient time-management, contemplating surging customer loads and other unanticipated constraints not within the control of the Contractor (including DMDC CAC/ID disruptions internet outages, etc.)

4.1.3. Be fully versed on the applicable authorities and processes.

4.1.4. Answer phone calls promptly (under 2 minutes), with customers not experiencing excessive hold times. Note: aspects of the Contractor proposals (for wait time reduction and other process improvements) may be incorporated into the contract at the sole discretion of the Government.

4.1.5. Clearly identify themselves as “Contractor” at all times, in all communication and representations, including in the workplace, at meetings, in conversations, telecommunications, mail, email, and faxes, whether with Government personnel, other Contractor personnel, or with the public. Contractor employees who have military affiliation (i.e., reserve or retired military personnel) will not use their military rank.

4.2. Knowledge, Skills, Abilities (KSAs) for all FTE. The Contractor shall ensure that all FTEs hired meet the following requirements:

4.2.1. Be a US Citizen.

4.2.2. Be physically capable of performing duties, functions and activities as outlined in this PWS.

4.2.3. Be able to work as a part of a team, displaying professional behavior that aligns with the military code of conduct and IAW base behavior/conduct guidelines.

4.2.4. Be proficient in Microsoft Office software products.

4.2.5. Fluently read, write, speak and understand English.

4.2.6. Have no criminal record.

4.3. Personnel Assistant I (PA I).

4.3.1. Subtasks. The Contractor shall perform the following tasks IAW Appendix B:

4.3.1.1. Process personnel identification transactions in accordance with AFI 36-3026 IP Vol 1, II and DoDI 1000.13.

4.3.1.2. Provide guidance and assist members with completing their SGLI online via SOES IAW Servicemembers’ Group Life Insurance Online Enrollment System and the (SOES) PSD Guide.

4.3.1.3. Monitor new arrivals and ensure SGLI/FSGLI, Servicemember’s Group Life Insurance is posted Online Enrollment System (SOES), election to confirm and to certify SGLI elections.

4.3.1.4. Process SGLI/FSGLI Requests for Accessions IAW VA-98-24-1 and VA Handbook (https://www.benefits.va.gov/insurance). Requests shall be completed the same day IAW applicable law/instruction.

4.3.1.5. Review appropriate documentation to verify identity and eligibility for identification card requests through DEERS inquiry and preparation of DD Form 1172-2, Application for Identification Card/-DEERS Enrollment.

4.3.1.6. Process DEERS enrollment of eligible family members and issue identification cards as applicable.

4.3.1.7. Process ID Card Requests in accordance with (IAW) DoDI 1000.13, AFI 36-3026 IP Vol 1, II and RAPIDS Training Guide CPF. ID Card Requests shall be completed the same day with all required information, eligibility and actions verified IAW applicable law/instruction if system is operable during normal hours.

4.3.1.8. Issue and retrieve Common Access Cards and Uniformed Services Identification Cards - as applicable. The Contractor shall reestablish PIN on CAC when locked or forgotten and prepare and distribute CAC “return forms” as required.

4.3.1.9. Retrieve and revoke ID cards upon separation or retirement from service. ID cards that are not retrieved in person shall be requested by return receipt letter with a 30-day suspense for return of the identification card. All actions shall be IAW DoDI 1000.13 and AFI 36-3026 IP Vol 1, II and shall be completed the same day with all required information, eligibility and actions verified IAW applicable law/instruction and letters to unauthorized cardholders completed with 5-business days.

4.3.1.10. Perform Transaction Register (TR) Actions IAW AFCSM 36-699 V1. Updates of PDS shall be completed within 3-working days of receipt.

4.3.1.11. Retrieve ID cards from dependents whose privileges have been revoked or are no longer eligible; ID cards that are not retrieved in person shall be requested by return receipt letter with a 30-day suspense for return of the identification card IAW DoDI 1000.13 and AFI 36-3026 IP Vol 1. Actions shall be completed the same day with all required information, eligibility and actions verified IAW applicable law/instruction and letters to unauthorized cardholders completed with 5-business days.

4.3.1.12. Perform enrollment/ disenrollment of eligible beneficiaries IAW DoDI 1000.13 and AFI 36-3026 IP Vol 1. Actions shall be completed the same day with all required information, eligibility and actions verified IAW applicable law/instructions.

4.3.1.13. Submit required forms and expired/revoked/unusable CACs to DMDC as directed by DMDC) IAW the RAPIDS Training Guide CPF. All accountable forms and expired/revoked/ unusable CACs should be submitted in the required DMDC format on a weekly basis or as otherwise scheduled by DMDC.

4.3.1.14. Provide guidance and assistance to member and/or dependents with directions for processing applications for dependency determination and issue cards as appropriate and IAW DoDI 1000.13 and AFI 36-3026 IP Vol 1. This task shall be completed within two business days with all required information, eligibility and actions verified IAW applicable law/instructions.

4.3.1.15. Provide guidance, verify eligibility and issue identity cards as required to former spouses to include URFS, UMFS, URW, UMW for an ID card IAW 36-3026(I), DoDI 1000.13 and AFI 36-3026 IP Vol 1. This task shall be completed with required information, eligibility and actions verified IAW applicable law/instructions.

4.3.1.16. Process Transitional Compensation for Abused Dependents IAW AFI 36-3024, DoDI 1342.24 and AFI 36- 3026 IP Vol 1. DD Form 2698 shall be submitted to DFAS within one (1) duty day of approval.

4.3.1.17. Process official DoD visa requests. Application shall be completed and processed within two (2) business days with all required information, eligibility and actions verified IAW applicable law/instruction.

4.3.1.18. Perform Naturalization/Citizenship program actions IAW MPFM 00-01. Note: Naturalization/Citizenship program services are provided to the military sponsor only. Contractor shall mail validated forms within 10 business days of completed case file.

4.3.1.19. Provide assistance and guidance for applications for dependency determinations for eligible identification card applicants, for former spouses seeking benefits under the Uniformed Services Former Spouses' Protection Act and for former spouses and widows, seeking reinstatement of identification card benefits.

4.3.1.20. Process marriage/divorce/ name change actions IAW AFI 36-3026 IP Vol 1. Process shall be completed in DEERS same day.

4.3.1.21. Process RIPS/MILPDS Roster/OBIEE IAW AFCSM 36-699 V1. Customer requests must be processed and distributed from applicable PDS within five (5) business days.

4.3.1.22. Perform transaction register actions, input requests and suspense’s, received and distribute RIP, MILPDS Products, and Oracle Business Intelligence Enterprise Edition (OBIEE) products. ARMS subtasks:

4.3.1.22.1. Assist personnel requesting documents/Process customer requests for ARMS information IAW AFI 36-2608 and the UPRG Conversion Guide. Information requested shall be provided within 5 business days to customer.

4.3.1.22.2. Provide service to walk-in customers with a valid request to include access, screening, reviewing, and auditing of their own military personnel record in the ARMS.

4.3.1.22.3. Forward new documents that belong in ARMS e-records and incoming UPRGs to AFPC for scanning IAW UPRG Conversion Guide. New documents forwarded weekly will be listed on transmittal form and mailed.

4.3.1.22.4. Account, review and assist customers to resolve any discrepancies in ARMS IAW AFI 36-2608 and the UPRG Conversion Guide. Discrepancies shall be completed and verified in system within two (2) business days.

4.3.1.22.5. Make referrals to appropriate work centers to meet member’s need to correct any discrepancy of a document in ARMS.

4.3.1.22.6. Maintain the ARMS access list.

4.3.1.22.7. Maintain suspense copy of newly created SGLV form(s) until verifying AFPC has scanned the form(s) IAW AFI 36-2608. All documents shall be verified in ARMS before destroying suspense copy.

4.3.1.22.8. Notify AFPC of changes to the ARMS access list and provide training to personnel requesting assistance, on accessing E-records.

4.3.1.22.9. Serve as the main focal point for other organizations (Legal, OSI, etc.) that do not have access to ARMS.

4.3.1.22.10. Verify/update MilPDS and forward original copies to AFPC for scanning and maintain a suspense copy until verifying AFPC has scanned the document(s), as new SGLV forms are created.

4.3.1.22.11. Maintain a log of completed forms including verification of AFPC scan and document destruction.

4.3.1.23. Military Awards and Decorations Administration Subtasks.

4.3.1.23.1. Manage the awards and decorations programs.

4.3.1.23.2. Provide general guidance on awards and decorations

4.3.1.23.3. Process award recommendations

4.3.1.23.4. Publicize criteria of newly established Air Force awards and decorations

4.3.1.23.5. Announce and update the award of the Air Force Outstanding Unit Award (AFOUA), the Air Force Organizational Excellence Award (AFOEA) to wing and subordinate units and process Air Force Good Conduct Medal (AFGCM) award actions.

4.3.1.23.6. Resolve all Awards and Decorations email, walk-in, and phone requests within five business days of receipt. All emails must be acknowledged within 24-hours and resolved within 5-business days.

4.3.1.23.7. Maintain an Awards and Decorations tracker that can be accessed by the COR upon request.

4.3.1.23.8. Maintain and provide periodic statistics on timeliness as required by MPF Commander, but not more than once a week.

4.3.1.24. Database Management Subtasks.

4.3.1.24.1. Update MilPDS with current award and decoration data

4.3.1.24.2. Verify and process inquiries concerning entitlements to prior awards and decorations

4.3.1.24.3. Update award and decoration discrepancies.

4.3.1.25. Serve as Secondary Site Security Manager (SSM). Note: The PASII is the Primary SSM, and one (1) PAS I shall be identified as the backup, secondary SSM.

4.3.1.26. Serve as Secondary Super Verifying Official (SVO). Note: The PASII is the Primary SVO, and one (1) PAS I shall be identified as the backup, secondary SVO.

4.3.1.27. Serve as Secondary Verifying Official (VO). Note: The PASII is the Primary VO, and one (1) PAS I shall be identified as the backup, secondary VO.

4.3.2. Knowledge, Skills, Abilities (KSAs):

4.3.2.1. Have a minimum of two (2) years’ experience in customer service.

4.3.2.2. Have a minimum of one (1) year experience in an office setting.

4.4. Personnel Assistant II (PA II).

4.4.1. Subtasks. The Contractor shall perform the following tasks IAW Appendix B:

4.4.1.1. Serve as site lead for the location, ensuring quality services are provided and establish and maintain a positive customer service capability within the MPF.

4.4.1.2. Complete all tasks of the Personnel Assistant I as required and during periods where support is necessary.

4.4.1.3. Submit monthly reports to Contractor Program Manager and Government Point of Contact based on PWS Table 2: Deliverables.

4.4.1.4. Administer the Dress and Appearance, Military/Special Leave/TDY Authority, and Family Care.

4.4.1.5. Process personnel identification transactions in accordance with AFI 36-3026 IP Vol 1 and DoDI 1000.13.

4.4.1.6. Respond to COR questions about reporting, data, systems operability.

4.4.1.7. Communicate in bi-weekly Integrated Project Team (IPT) telecom meetings with the Contractor Program Manager and COR. Once the program is mature and with COR approval, these meetings may be moved to monthly and may no longer include site-leads.

4.4.1.8. Ensure daily compliance with operational hours. Note: The site lead, other Contractor personnel, nor Government contacts on site shall not authorize variation from the operational hours without approval from the Primary COR (P-COR). The P-COR is the ONLY approval authority who may allow for delayed opening/service to customers or early closure, regardless of base or command duty hours. These sites serve customers that are sometimes external to the base, and therefore shall remain operational per the PWS required operational hours or unless otherwise and only approved by the P-COR. See Table 7.5.

4.4.1.9. Administer military leave, permissive TDY and special leave authority IAW AFI 36-3003 and DFAS- DEM 7073.2 V2. Requests for clarification of policy reviewed within 10 business days.

4.4.1.10. Administer Family Care Program IAW AFI 36-2908 and MPF/FSO Marital Status Interface Transaction Register. Note: Notification to commanders/first sergeants of anyone who gets married/divorced or becomes a single parent or part of a dual military couple with family members must be made within 5 business days of members’ visit to MPF to change records. Monthly verification and updates in MilPDS shall be completed with squadron.

4.4.1.11. Process Transitional Compensation for Abused Dependents IAW AFI 36-3024, DoDI 1342.24 and AFI 36- 3026 IP Vol 1. DD Form 2698 shall be submitted to DFAS within one (1) duty day of approval.

4.4.1.12. Perform Naturalization/Citizenship program actions IAW MPFM 00-01. Note: Naturalization/Citizenship program services are provided to the military sponsor only. Contractor shall mail validated forms within 10 business days of completed case file.

4.4.1.13. Provide assistance and guidance for applications for dependency determinations for eligible identification card applicants, for former spouses seeking benefits under the Uniformed Services Former Spouses' Protection Act and for former spouses and widows, seeking reinstatement of identification card benefits.

4.4.1.14. Process marriage/divorce/ name change actions IAW AFI 36-3026 IP Vol 1. Process shall be completed in DEERS same day.

4.4.1.15. Process RIPS/MILPDS Roster/OBIEE IAW AFCSM 36-699 V1. Customer requests must be processed and distributed from applicable PDS within five (5) business days.

4.4.1.16. Perform transaction register actions, input requests and suspense’s, received and distribute RIP, MILPDS Products, and Oracle Business Intelligence Enterprise Edition (OBIEE) products. See Appendix C for an estimated breakdown of the transactions performed annually at each AF installations covered by this PWS.

4.4.1.17. Perform Award & Decoration Actions IAW AFI 36-2803. Task shall be completed within five (5) business days.

4.4.1.18. Perform AFOU/AFOE Award Actions IAW AFI 36-2803. Tasks shall be completed annually or IAW AFOU/AFOE Award solicitation messages from AFPC and/or higher.

4.4.1.19. Perform Air Force Good Conduct Medal (AFGCM) Awards Actions IAW AFI 36-2803. Actions shall be produced monthly, as determined by local Commander, when roster is produced or as the result of a non-recommendation letter from Commander.

4.4.1.20. Correct Award/Decoration Discrepancies IAW AFI 36-2803. Discrepancies shall be corrected within five (5) business days after discovery.

4.4.1.21. Maintain stock of elements IAW AFI 36. 2803. The Contractor must verify semi-annually by accountability roster as determined by local Commander.

4.4.1.22. Supply Management/Medals and Binders. Acquire and maintain the stock of medals and binders IAW AFI 36-2803 unless otherwise directed by Wing leadership. Note: This is typically a 90-day supply. The Contractor will not be responsible for purchasing medals or binders but will provide the basic medals and binders as needed.

4.4.1.23. Supply Management/ID Card Stock. Maintain and manage the ID card stock to include but not limited to: CAC ID stock, and CAC consumables; manual and machine-readable cardstock, CAC return forms, and mailing supplies (Federal Express or other mail carrier as directed by DMDC). The Government will be responsible for providing the ID card stock for the Contractor. Card stock levels are determined by DMDC through the Inventory Logistics Portal (ILP).

4.4.1.24. Control and account for returned and error-in process CACs; laminate not in use; completed DD Forms 1172, 1172-2, 2841, 2842; and all other stock under lock and key when office is closed. This includes destroying error-in processing cards or non-authorized ID cards (not CAC) according to AFI 36-2608. CAC returns must be submitted to DMDC weekly or as otherwise directed by DMDC.

4.4.1.25. ARMS Subtasks

4.4.1.25.1. Assist personnel requesting documents/Process customer requests for ARMS information IAW AFI 36-2608 and the UPRG Conversion Guide. Information requested shall be provided within five (5) business days to customer.

4.4.1.25.2. Provide service to walk-in customers with a valid request to include access, screening, reviewing, and auditing of their own military personnel record in the ARMS.

4.4.1.25.3. Forward new documents that belong in ARMS e-records and incoming UPRGs to AFPC for scanning IAW UPRG Conversion Guide. New documents forwarded weekly will be listed on transmittal form and mailed.

4.4.1.25.4. Account, review and assist customers to resolve any discrepancies in ARMS IAW AFI 36-2608 and the UPRG Conversion Guide. Discrepancies shall be completed and verified in system within two (2) business days.

4.4.1.25.5. Make referrals to appropriate work centers to meet member’s need to correct any discrepancy of a document in ARMS.

4.4.1.25.6. Maintain the ARMS access list.

4.4.1.25.7. Maintain suspense copy of newly created SGLV form(s) until verifying AFPC has scanned the form(s) IAW AFI 36-2608. All documents shall be verified in ARMS before destroying suspense copy.

4.4.1.25.8. Notify AFPC of changes to the ARMS access list and provide training to personnel requesting assistance, on accessing E-records.

4.4.1.25.9. Serve as the main focal point for other organizations (Legal, OSI, etc.) that do not have access to ARMS.

4.4.1.25.10. Verify/update MilPDS and forward original copies to AFPC for scanning and maintain a suspense copy until verifying AFPC has scanned the document(s), as new SGLV forms are created.

4.4.1.25.11. Maintain a log of completed forms including verification of AFPC scan and document destruction.

4.4.1.26. Military Awards and Decorations Administration Subtasks.

4.4.1.26.1. Manage the awards and decorations programs.

4.4.1.26.2. Provide general guidance on awards and decorations

4.4.1.26.3. Process award recommendations

4.4.1.26.4. Publicize criteria of newly established Air Force awards and decorations

4.4.1.26.5. Announce and update the award of the Air Force Outstanding Unit Award (AFOUA), the Air Force Organizational Excellence Award (AFOEA) to wing and subordinate units and process Air Force Good Conduct Medal (AFGCM) award actions.

4.4.1.26.6. Resolve all Awards and Decorations email, walk-in, and phone requests within five business days of receipt. All emails must be acknowledged within 24-hours and resolved within 5-business days.

4.4.1.26.7. Maintain an Awards and Decorations tracker that can be accessed by the COR upon request.

4.4.1.26.8. Maintain and provide periodic statistics on timeliness as required by MPF Commander, but not more than once a week.

4.4.1.27. Database Management Subtasks.

4.4.1.27.1. Update MilPDS with current award and decoration data

4.4.1.27.2. Verify and process inquiries concerning entitlements to prior awards and decorations

4.4.1.27.3. Update award and decoration discrepancies.

4.4.1.28. Site Security Manager Subtasks. Serve as Primary Site Security Manager (SSM). Note: The Contractor shall provide two (2) site security managers for each RAPIDS site responsible for activating all RAPIDS users and assigning roles for new and existing users. One SSM must be physically available on site at all times during RAPIDS operations; two SSMs shall be identified at all times. Site Security Manager (SSM)shall grant SOES user access to MPS and CSS personnel, train MPS, CSS, Commanders and/or their designated representative at each installation on unit-level SOES Administrator access IAW Servicemembers’ Group Life Insurance Online Enrollment System (SOES) PSD Guide. Subtasks include:

4.4.1.28.1. Maintain and update local control of system security by adding and assigning Verifying Official (VO) and Super Verifying Official (SVO) roles to users

4.4.1.28.2. Maintain necessary records for audit IAW RAPIDS/VO CPF

4.4.1.28.3. Function as a VO.

4.4.1.29. Super Verifying Official (SVO) Subtasks. Note: The Contractor shall provide two (2) SVOs per RAPIDS site. The PA II shall serve as the primary SVO, and one (1) PA I shall serve as the secondary SVO. Subtasks include:

4.4.1.29.1. Manage audit trails, including examining the audit trails

4.4.1.29.2. Train new VOs on RAPIDS workstation using RAPIDS training guide

4.4.1.29.3. Ensure all VOs understand their responsibility to read and understand the "Message of the Day"

4.4.1.29.4. Download and install new RAPIDS software when instructed to do so

4.4.1.29.5. Verify the identity of VOs.

4.4.1.29.6. Note: The SVO may also perform duties of a VO.

4.4.1.30. Verifying Official (VO). Note: The Contractor shall provide two (2) VOs per RAPIDS site. The PA II shall serve as the primary VO, and one (1) PAI shall be identified as the secondary. Subtasks include:

4.4.1.30.1. Verify identity of subscribers

4.4.1.30.2. Receive and verify correctness and enter subscriber information

4.4.1.30.3. Generate subscriber CAC

4.4.1.30.4. Assist subscriber in resetting Personal Identification Number (PIN) of CAC.

4.4.2. Knowledge, Skills, Abilities (KSAs)

4.4.2.1. Have a minimum of two (2) years’ experience in customer service or minimum of associates degree.

4.4.2.2. Have a minimum of two (2) years experience in an office setting.

4.4.2.3. Supervisory experience, preferred.

4.5. Computer Systems Analyst II (CSAII)-Personnel System Manger (PSM)

4.5.1. Subtasks. The Contractor shall perform the following tasks IAW Appendix B:

4.5.1.1. Process hardware or software procedural enhancements and manage computer systems security programs associate with personnel application (MilPDS, DCPDS).

4.5.1.2. Manage the Personnel Data Systems at the local level to include the Military Personnel Data System (MilPDS) and future systems. MilPDS Subtasks:

4.5.1.2.1. Provide system administration, security and problem solving for MilPDS/AFIPPS.

4.5.1.2.2. Operate MilPDS Computer Systems IAW (FSS) Military Personnel Flight Execution, Organization, and Responsibilities (FSS E&O&R), Table 4.

4.5.1.2.3. Establish MilPDS Accounts IAW MilPDS Security Access Control TF M-DSA and HR-User PSD Guide & MILPDS Access Control Policy. Note: The Contractor shall complete within three (3) business days of receipt of all required documents

4.5.1.2.4. Complete annual MilPDS Audit IAW MilPDS Security Access Control TF M-DSA and HR-User PSD Guide & MILPDS Access Control Policy. Note: The Contractor shall complete by AFPC established suspense date.

4.5.1.2.5. Provide Information and PDS- Related Training IAW FSS E&O&R, Table 4. Note: The Contractor shall complete daily as required by users.

4.5.1.2.6. Personnel Records Display Application (PRDA) IAW FSS E&O&R, Table 4 PSD Guide. Note: The Contractor shall complete daily as requested by authorized users.

4.5.1.2.7. Ensure corrective actions on MilPDS/AFIPPS communications, hardware and software problems are initiated upon notification IAW FSS E&O&R, Table 4 & System Problem and Reporting PSD Guide. Note: The Contractor shall complete with 98% accuracy. No more than 2% of logged problem reports will result in valid customer complaint. Lot size is number of problems logged quarterly as verified by system report.

4.5.1.2.8. Ensure corrective action is initiated for data reconciliation, overdue transaction register items, and rejected transactions IAW FSS E&O&R, Table 4. Note: The Contractor shall complete with 98% accuracy as verified by system report. Proper corrective action initiated within required timeframe IAW applicable law/instruction.

4.5.1.2.9. Produce customer requested query and product IAW FSS E&O&R, Table 4 as required within three (3) business days.

4.5.1.2.10. Process Non-routine Query Requests (i.e. FOIA requests) IAW FSS E&O&R, table 4 as required within three (3) business days.

4.5.1.2.11. Perform Transaction Register/Data Base Analysis Tasks IAW FSS E&O&R, Table 4. Note: The Contractor shall coordinate with the appropriate MPF work center to initiate corrective actions on t any discrepancies within 24 hours of receipt.

4.5.1.2.12. Build and Maintain Local Tables IAW FSS E&O&R, Table 4 & para 7.1.4 within two (2) business days as changes occur/requested.

4.5.1.2.13. Verify Defense Joint Military Pay System (DJMS) transactions ensure appropriate work center MPF work center and PSM have Military Pay Account (MMPA) access through coordination and approval of local FSO. Provide MMPA training to work center as necessary. IAW PSM MilPDS PDS Guide Section F & PSD Guide Table C-4. Note: The Contractor shall verify corrections are initiated by applicable work center within two (2) business days of receipt.

4.5.1.2.14. Maintain ADPE Equipment and Peripherals IAW AFCSM 36-699, Vol 6, Para 6.9. Note: The Contractor shall provide certification of joint inventory of government furnished ADPE equipment for the Contractor’s use annually, as directed by local Commander.

4.5.1.2.15. Maintain SharePoint Sites IAW AFI 33-129. Note: The Contractor shall complete updates completed and post within five (5) business days of change request.

4.5.1.2.16. Create, Remove and maintain User Accounts for the following: Base Level Service Delivery Module (BLSDM) (myDecs), (myEvals) or like systems and in the role of Base AD POC for Case Management Systems (CMS)

4.5.1.2.17. Provide user training and support for software and hardware installation. Training may be dissemination of information or informal hands-on training to MilPDS/AFIPPS users. Note: Approximately 20- 30 users trained per year per location.

4.5.1.3. Validate system related problems and provide appropriate documentation to AFPOA A1 Service Desk.

4.5.1.4. Maintain required documents for MilPDS/AFIPPS users and complete monthly access verification.

4.5.1.5. Perform in the role of Base Administrator for the Personnel Records Display Application (PRDA) in the ARMS.

4.5.1.6. Process non-routine queries, schedule automated products for all PDS and perform transaction register/database analysis tasks and build and maintain local tables (MilPDS/AFIPPS), ensure Enterprise Output Manager (EOM) setup for distribution of print from MilPDS/AFIPPS.

4.5.1.7. Manage and monitor inputs for MPF and CPF SharePoint pages using platform and software as determined by local commander.

4.5.1.8. Manage Personnel Systems. Perform systems administration to the Civilian Personnel Section for automated programs related to civilian personnel processes and programs to Civilian Personnel staff, Non- appropriated Fund (NAF) Human Resource Office (HRO) staff and base level users. Note: Base level users consist of supervisors and managers of civilian employees.

4.5.1.9. Manage the Defense Civilian Personnel Data System (DCPDS). Perform DCPDS, and other Oracle-base programs administration IAW AFPC DCPDS CPF System Administration User Guide, to include system administration support and troubleshooting of all components,

4.5.1.10. Manage the Personnel Data System Defense Civilian Personnel Data System (DCPDS) (Civilian Personnel System (CPF)) at the local level to include CPF Subtasks:

4.5.1.10.1. Administer Defense Civilian Personnel Data System (DCPDS) IAW AFM 36-1102, AFM. 171-130 System Administrator User Guide Note: Daily Local system support as operable at least 9-hours per day during normal duty hours unless system is down

4.5.1.10.2. Administer System Security / Perform system security functions daily IAW AFI 33-202, AFSSI 5024 Vol 1 & 5027 daily as required by local communications infrastructure owners.

4.5.1.10.3. Administer DCPDS Security / Perform AFPC DCPDS security functions IAW AFPC System Administration Procedure Guide daily as required by AFPC communications infrastructure owners Administer DCPDS Security / Perform DISA DCPDS security functions IAW DISA Form 41 monthly as required by AFPC and local communication infrastructure owners.

4.5.1.10.4. Report Injury Compensation/Unemployment Compensation (ICUC), Priority Placement Program (PPP) actions monthly as required by AFPC monthly as required by AFPC.

4.5.1.10.5. Produce customer requested query and products IAW within three (3) business days.

4.5.1.10.6. Process Non-routine Query Requests IAW AFM 36-1102 within three (3) business days of receipt.

4.5.1.10.7. Provide Information to CPF upon receipt of AFPC Notice to Air Missions (NOTAM) as it impacts CPF functions.

4.5.1.11. Process non-routine queries, schedule automated products, perform transaction register/database analysis tasks and build and maintain local tables.

4.5.1.12. Support planning and implementation of \ data systems at local level including, but not limited to, user account creation, maintenance, and user training and support with respect to software and hardware installation.

4.5.1.13. Submit requirements for new user ID and password for all supported programs.

4.5.1.14. Manage and monitor Civilian Personnel Section SharePoint page inputs.

4.5.1.15. Maintain computers and peripherals listed in the automated data processing equipment (ADPE) account, report software problems and process hardware or software procedural enhancements. The Contractor is not the custodian for the ADPE account.

4.5.2. Knowledge, Skills, Abilities (KSAs)

4.5.2.1. Have a minimum of three (3) years’ experience with computer systems management, hardware, and software troubleshooting.

4.5.2.2. Have a minimum of two (2) years’ experience with Oracle.

4.5.2.3. Have one (1) year experience with SharePoint

4.5.2.4. Have a minimum of two (2) years’ experience with customer service.

4.5.2.5. Highly recommend a minimum of two (2) years’ Human Resource experience

4.5.2.6. Have Security+ Certifications.

4.6. Personal Computer Support Technician (Cyber Security Liaison) (CST/Cyber Liaison).

4.6.1. Subtasks. The Contractor shall perform the following tasks IAW Appendix B:

4.6.1.1. Serve as the Functional System Administrator (FSA).

4.6.1.2. Maintain the computers and peripherals listed within the automated data processing equipment (ADPE) account and report software problems to local COMM’s Squadron.

4.6.1.3. Process hardware or software procedural enhancements and manage computer systems security programs. Note: The Contractor is not the custodian for the ADPE account.

4.6.1.4. Manage computer system and all associated security programs, ensuring operability, and security compliance.

4.6.1.5. Configure new computers for initial operation, install hardware and software, troubleshoot and repair hardware and software defects/problems, / server requests, maintain user network/email accounts, build user accounts, process AFCERT updates and perform PC virus detection and eradication.

4.6.1.6. Manage integration of new systems aligned with military system integration.

4.6.1.7. Manage and maintain the Computer Security (COMPUSEC) Program, Cyberspace Defense Analysis (CDA) Operations and Notice and Consent Process (N&C), and TEMPEST Program. COMPUSEC subtasks:

4.6.1.7.1. Disseminate information for internal reviews IAW AFCSM 36-699 V1. Note: The Contractor shall distribute information within 48- duty hours of receipt.

4.6.1.7.2. Process Distribution (In/Out) IAW DoD Postal Manual Vol I & II; DoD 5200.01V1_1404V1H0I33-6 AFCSM 36-699 V1, AFPD 16-14. Note: The Contractor shall process actions, logging into basket within 24-duty hours of receipt

4.6.1.7.3. Maintain MPF File System by (a) Storing and Retrieving Official Correspondence weekly and IAW work center file plan. And (b) Establish and Dispose of administrative records monthly and IAW work center file plan. All actions IAW AFI 33-322, AFPD 37-1, AFMAN 37-104, AFMAN 37-123, Title 44, USC DoDR 5400.7/AF Sup AFI 33-131, AFI 37-138, AFI 37-139, AFMAN 3-363, AFMAN 33-302

4.6.1.7.4. Maintaining applicable PSDMs and AIG 8106 messages weekly and IAW work center file plan, both IAW AFMAN 37-104, AFI 33-360 V1 AFIND 2.

4.6.1.7.5. Process Assumption and Appointment to Command Orders IAW AFI 51-604 and AFI 33-328 within 24-duty hours of receipt of AF135 with completed signatures.

4.6.1.7.6. Perform Cyber Security Liaison Functions: Troubleshooting IAW AFI 33-113, AFI 33-114, AFI 33-115 Vol 1,2; AFI 33-129 (AFI 17-130, AFMAN 17-1203, AFI 33-115). Note: The Contractor must respond to request within eight (8) hours and maintain status on a tracker.

4.6.1.7.7. Create and maintain SharePoint page for MPF and CPF IAW AFI 33-129. The Contractor shall complete and post updates within five (5) business days upon request or when notified.

4.6.1.8. Collect and disseminate information (distribute mail/messages) for internal/external review, process communication and distribution, and maintain suspense file.

4.6.1.9. Answer inquiry or research answer to inquiry and provide response or referral.

4.6.1.10. Serve as the Publication and File Manager, maintaining publication files and the file system. Note: If locally required and not available on the Internet, the Contractor shall maintain stock of blank forms. The Database used to perform this task is AF RIMS (Air Force Records Information Management System.

4.6.1.11. Review Appointment to and Assumption of Command administrative orders and obtain MPF/CC coordination on all G- series orders pertaining to appointment/assumption of command.

4.6.1.12. Submit trouble tickets to Comm’s for issues outside of the FSA capability. Responsibilities are provided to the following Sections in the FSS: Military Personnel Section, Civilian Personnel Section, Education Section, Airman and Family Readiness Section, and Manpower Section; however, these duties do not include computer systems or associated equipment used by students in classrooms or labs (i.e. Airman Leadership School, First Term Airmen Center, and Education Center) and the Discovery Center within the Airman and Family Readiness Center. (See Service Delivery Summary, Personal Computer Technician).

4.6.1.13. Submit and monitor tickets for NIPR/SIPR using IAO Express, Remedy, and CIPS or like systems; assist with service request via vESD or like systems. (Work stoppage 24 hours acceptance/acknowledgment; all other within 3 business days of receipt. Maintain status on tracker).

4.6.1.14. Tempest validates required documents and submit through CIPS or like systems IAW AFSSI 7702. (Submit as required COMM Squadron timeline.)

4.6.2. Knowledge, Skills, Abilities (KSAs)

4.6.2.1. Have a minimum of three (3) years’ experience with computer systems installation, management, hardware and software troubleshooting.

4.6.2.2. Have a minimum of two (2) years’ experience with managing cybersecurity functions.

4.6.2.3. Have one (1) year experience with SharePoint page creation and maintenance.

4.6.2.4. Have A+ Certifications.

5.0 DELIVERABLES. The Contractor shall provide task order deliverable(s) in a format mutually agreed upon by the government and the Contractor. All deliverables will be reviewed for timeliness, accuracy, and format. If a deliverable due date falls on a weekend or holiday, the Contractor shall submit the deliverable on the last business day prior to the due date. Deliverables shall be made to the COR and RO per Table 2.

Table 2.0 Deliverables

Reference

award

DEL002

Hiring Status Report

Officer (OCO)

5.1. Quality Control Plan (QCP). The Contractor shall develop, implement and maintain a QCP that ensures compliance with all the PWS requirement. The Contractor is solely responsible for the control of service quality and for delivering quality services that conform to contractual requirements. The QCP shall identify the approach for maintaining an effective and efficient quality control system that is integrated into the overall management approach of the MPF operations. At a minimum, the QCP shall describe the procedures used to ensure quality contract submittals (reports, records, etc.) and mitigation strategies for addressing Government change requests; the Contractor communication plan, to include interactions with the Government and with each site; a process/training plan for all on-site personnel that ensures each employee meets performance requirements. The QCP shall communicate a process for ensuring issues and resolutions that occur are shared with other site leads for continuity and streamline mitigation. The QCP shall be submitted to the P-COR and the CO for acceptance no later than 30 calendar days after award. Updated versions of QCP shall be submitted to the P-COR and CO for acceptance no later than 10 calendar days of implementation by the Contractor.

5.2. Hiring Status Report (HSR). The Contractor shall provide an HSR every Friday, starting with the first Friday after contract award, until all positions are filled, or as requested by the COR. The HSR shall contain, as a minimum, the name, position, date reporting to duty, site, and security clearance and adjudication date (as appropriate), for each new hire. The HSR shall identify the Secondary FTE/POC where this PWS calls for a Primary and Secondary backup. The Contractor shall provide an HSR until all positions are filled. The last HSR provided shall also contain the number of incumbent offers and acceptances. Once all positions have been filled, the HSR will become the Personnel Roster.

5.3. Personnel Roster. The Contractor shall maintain a current listing of employees. The list shall include the employee’s name, position, site, date first reporting to duty, and level of security clearance, as appropriate. The list shall be validated and signed by the company Facility Security Officer (FSO) and provided to the COR. An updated listing shall be provided when an employee’s status or information changes or in with any vacancy. The Contractor shall notify the COR of any pending vacancy within one (1) week of becoming aware. In the event of a vacancy, the Personnel Roster shall be delivered each Friday until the vacant position(s) no longer exist. There shall be no more than 2 concurrent vacancies or extended absences per site in greater than a 14-calendar day period. See appendix A; Services Summary. Vacancy definitions as follows:

5.3.1. Vacancy. Any unoccupied position where a respective Contractor is not assigned and is not performing daily tasks either on or off-site. A position is considered vacant on the first duty day where duties are not being performed and remains vacant until an assigned Contractor is performing tasks either physically present at their assigned duty location.

5.3.2. Extended Absence. Any respective Contractor assigned to a position and is not performing daily tasks either on or off-site beyond 14 calendar days, to include Reserve Duty/deployment other, extended sick/paid time off, or other extenuating circumstances. The Contractor shall provide backfill support in any extended absence beyond 14-days per the Services Summary in Appendix A.

5.4. Monthly Status Report (MSR). The Contractor shall deliver an MSR that, at a minimum, includes the following:

· Contract issues

· System operability issues per site (i.e., how many systems were down during the reporting period, when they went down, and how long they remained down).

· FTE scheduled leave of 14-days or more

· Pending terminations or resignations per site

· Vacancies per site and total days vacant.

· Financial reporting. Financial reporting shall be reported per CLIN for the respective month and cumulative costs as billed in Wide Area Workflow with monthly invoiced amount per CLIN and cumulative amounts per CLIN; and proposed monetary considerations (credits) due to the Government per extended absences or vacancies greater than 14-days per Level of Effort (LOE). Credits due to Government shall calculated based on respective FTE requirement hours and approved hourly rate.

5.5. Monthly Metrics Report (MMR). The Contractor shall deliver an MMR that reports the performance requirements metrics per Appendix B (Tables B-1.0 through B-8.0) shall be delivered Monthly by location. Data for Table B-9.0 shall be delivered for the previous two (2) months and the current month and shall be in graph/chart format to reflect trends. The MMR shall be in an approved Contractor format. At a minimum, the Contractor shall provide number of occurrences for each service per the performance metric.

5.6. Integrated Progress Team (IPT) Minutes. The Contractor shall identify one Primary Point of Contact as the Program Manager, who will facilitate weekly IPT meetings to include the CO, P-COR, and site leads. IPT meetings may be held less frequently once the program matures, and at the direction of the P-COR. The Contractor shall deliver IPT minutes after each meeting. Minutes shall capture meeting discussions on issues related to each site. Discussion topics shall include but are not limited to: issues experienced during the respective time period, current and pending vacancies or extended leave, recruitment efforts for vacancies, temporary backfill strategies for extended leave, downed systems on-site.

5.7. Transition Plan. No later than 30-calendar days prior to the expiration of this contract, the Contractor shall provide a transition plan so that a successor may continue these services without degradation to mission support. The transition plan shall include provisions for incumbent Contractor actions to assist and coordinate with the Government and the successor Contractor in the changeover of all functions on the contract performance start date. The incumbent Contractor shall provide sufficient numbers of personnel to conduct a joint inventory of all Government-furnished equipment, Government-provided facilities, publications, accounts, records, etc., with the successor Contractor and Government representative to ensure inventories/accounts are accurate and complete.

5.8. Trip Report. At the conclusion of any travel, the Contractor shall deliver a trip report within two (2) business days after completion of the action. The report shall include identifying information, observations, conclusions, recommendations and any additional information such as handouts.

5.9. File Plan. The Contractor shall develop a file plan to systematically catalogue, identify and otherwise manage all official records it has responsibility for, including those inherited/transferred from the owning Air Force/Government organization. The plan shall identify how all official records shall be maintained for the retention periods specified by the applicable record disposition authority/table and rule from AFMAN 37-139, Air Force Records Disposition Schedule. A Records Manager shall be appointed in writing and shall receive required training by the Government within three months of the effective date of the contract.

5.10. Front Lobby Plan. The Contractor shall deliver a Front Lobby Plan that describes a systemic process for capturing pertinent data on all customers upon entry to the front lobby. The Plan shall be in IAW PWS 6.1 and shall include, at a minimum, a process for rotating PAI and/or PAII FTE to cover the front lobby, process for capturing walk-in and appointment names, process for accommodating high volume hours, customer time of entry, services required, and customer total wait time. This plan is due in writing within 20 days of award and shall be implemented prior to PoP start.

6.0 ADDITIONAL PERFORMANCE REQUIREMENTS

6.1. Front Lobby Support. The Contractor shall provide front lobby support for each site:

6.1.1. The PAI position shall include a rotation of one FTE that monitors the front lobby, greets customers, captures metrics for all customers (i.e., arrival time, walk-in/appt status, purpose for visit). The arrival time data shall be used to report average wait times for Deliverable 005 (PWS 5.10)

6.1.2. The PAII position shall ensure front lobby coverage during all operational hours and shall develop a rotating schedule for PAI, also ensuring adequate coverage is provided during high volume hours and IAW DEL 010. The PAII may also rotate to accommodate front lobby support.

6.1.3. The contractor shall implement a process for capturing and quantifying data for all customers per PWS 6.1.1. The process shall be presented to the P-COR in writing for approval within 20-days of contract award and shall be implemented prior to PoP Start IAW DEL 010.

6.1.4. The Contractor shall ensure the Government approved practice is consistently implemented as a standard across all sites.

6.2. Surge/Contingency Operations Support. The Government establishes contingency plans and training missions to support mobilization and national emergencies and to augment local Governments in the event of natural disasters. These mission requirements may dictate the need for surge/overtime hours. In each surge event, the Contractor will be given a 24-hour notice prior to surge requirement and the Contractor shall deliver, in writing, a cost itemization for CO approval prior to surge support. Potential Surge or overtime may apply to all FTE. Mission requirements may also necessitate occasional flexible scheduling to accommodate other events as directed by the P-COR or CO. The Contractor shall be given a 24-hour notice prior to flexible schedule requirements.