HSBP1017R94741_-_Attachment_1_-_Performance_Work_Statement.doc

U.S. Customs and Border Protection

PERFORMANCE WORK STATEMENT

Facility Maintenance and Repair Program for the Northeast Region Facilities Management and Engineering Directorate

October, 2016

PERFORMANCE WORK STATEMENT (PWS)

U. S. Customs and Border Protection

Facilities Management & Engineering Directorate Facility Maintenance and Repair Program for the Northeast Region

PERFORMANCE WORK STATEMENT

C.1. INTRODUCTION

C.1.1. PERFORMANCE OBJECTIVES

C.1.1.1. Optimum longevity of all Department of Homeland Security (DHS) U.S. Customs and Border Protection (CBP)-owned and directly leased facilities’ equipment and systems through a well-managed preventive and repair maintenance program.

C.1.1.2. A rapid, smooth transition from contract start to full operational capability, including good faith resolution of pre-existing contract deficiencies and other required reconciliations.

C.1.1.3. Strict compliance with a combination of GSA, industry and manufacturer- recommended standards for scheduled preventive maintenance (PM) or other Government approved standard of equal or higher level.

C.1.1.4. Accurate diagnosis and prompt resolution of equipment (including systems) problems identified through preventive maintenance, repairs, or Contractor-initiated, proactive inspections, testing and exercising.

C.1.1.5. An aggressive contractor (further in the text referred to as “the Contractor”) quality control program that emphasizes on-going systematic analysis of potential problems so as to reduce the probability of future equipment or system failures.

C.1.1.6. Contractor independent performance consistent with the need to keep the Contracting Officer’s Representative (COR) informed of current status of equipment and systems, inclusive of anticipated service interruptions, and other vital information.

C.1.1.7. Maximum customer satisfaction through prompt, courteous resolution of customer concerns.

C.1.1.8. Government-Contractor relationship characterized by mutual trust and support. Work shall be conducted on a collaborative, shared-mission basis.

C.1.2. BACKGROUND

C.1.2.1. CBP is responsible for managing, securing and controlling the nation’s border. It also has a responsibility for securing and facilitating trade and travel while enforcing hundreds of U.S. regulations, including immigration and drug laws. To carry out these responsibilities, CBP operates, occupies and maintains within its Facilities Management and Engineering (FM&E) Directorate numerous facilities, including ports of entry.

C.1.2.2. FM&E plans, delivers, sustains, and disposes of the facilities and infrastructure required to support CBP operational missions and goals. FM&E’s vision is to be a trusted and a recognized provider of effective and efficient facilities. FM&E’s strategic goals are to: (i) deliver real property and infrastructure solutions across all phases of the facilities life cycle; (ii) manage Government resources in a responsible, efficient and cost-effective manner, and (iii) develop strength within the FM&E organization.

C.1.2.3. The Building Operations, Maintenance, and Repair (BOMR) Branch coordinates the maintenance and repair efforts for CBP’s facilities under its Facility Maintenance and Repair Program. FM&E operates over 222 fully-owned and direct lease operated (DLO) facility locations/campuses across the United States. There are 24 facility locations and 53 buildings for this requirement, also to be referred to as the Northeast Region.

C.1.3. STATEMENT OF NEED (SCOPE)

C.1.3.1. General. This contract shall include all labor, supervision, tools, materials, parts, equipment, transportation, licenses, permits, certifications and management necessary to provide for equipment and system maintenance and repairs at government facilities in the Northeast Region.

C.1.3.2. Quality Control Plan (QCP) The Contractor shall develop a Quality Control Plan (QCP) subject to the approval by the COR, and shall be incorporated into the resulting contract and shall detail the levels of performance; administration and management, equipment validation, personnel, background and clearance procedures and preventive maintenance and repair services. Please see Section C.5 for evaluation factors/ relevant standards, performance measures and incentives and disincentives.

C.1.3.3. Scope of Services and Prioritization. As part of the fixed-price portion of the contract, the Contractor shall provide maintenance and repair services for all facility equipment described in Sections C.1.3.3.3 and to C.1.3.3.4, respectively. The base contract year shall include 3 months of Transition-In services and 9 months of maintenance/repair services. Subsequent option years shall include 12 months of maintenance and repair. The Transition-In service is fixed-price as is described in Section C.1.3.3.2.

All personnel shall be escorted by the prime contractor, unless the individuals have had favorable CBP Background Investigation (BI) adjudication. All personnel providing reoccurring work on the contract shall have a favorable CBP BI completed, according to the requirements of PWS sections C.6.3 and C.6.5. Drivers Licenses and state identification cards from the states of Washington and Minnesota are not considered acceptable forms of identification by US Customs and Border Protection. Alternate forms of identification shall be provided for all contractor personnel.

C.1.3.3.1. In addition to equipment maintenance, the Government may require the Contractor to repair or replace building systems (reference C.1.3.4) at the facility locations. This work would be accomplished via a minor repair or task order.

C.1.3.3.2. Transition-In Services.

C.1.3.3.2.1. Equipment Validation. The Contractor shall visit each facility location listed in Attachment 1A and perform an inspection of the facilities to verify the listed equipment exists and shall identify any equipment that is missing from the list. The Contractor shall provide the Government a comprehensive Equipment Validation Report which lists all equipment by facility location. The report shall also include equipment/system description; specifically identify equipment missing from CBP’s inventory, manufacturer, manufacturer’s model number; brand name, date manufactured, capacity, style, condition, installed location within the building/site; facility location; and all manufacturer’s literature; warranty information, and maintenance operator and parts list manuals. This information, inclusive of pictures, is to be entered by the Contractor and stored within the computer maintenance management system (CMMS)/web-based tracking system (See Section C.1.5 for a description of the CMMS). The Contractor shall provide and affix barcode labels to each piece of equipment for tracking and incorporation into the CMMS. Barcodes applied to exterior equipment shall be able to withstand extreme weather conditions without affecting their usability. CBP will provide a range of barcode numbers for the Contractor to use. Any listed equipment unable to be located will be reported to CBP. The report shall be provided within sixty (60) days of contract award.

A list of recommended repairs shall be provided to the Government as a part of the Equipment Validation Report, in addition to the data listed in the previous paragraph.

C.1.3.3.2.2. Mobilization. This phase of the Transition-In Services includes, but is not limited to, preparation for and attendance at the kick-off meeting, plan and report preparation as detailed in section C.5.2, implementation of the CMMS,(section C.1.5), subcontractor coordination, hiring of personnel, background investigation package submission, participation in weekly coordination meetings, and coordination with facilities listed in Attachment 1A. Refer to Section C.7 for further detail regarding the Transition-In phase, including preparation of the Transition-In Plan within 21 days of contract award.

C.1.3.3.3. Maintenance (PM). PM includes the care and servicing by Contractor personnel for the purpose of maintaining equipment and equipment controls in satisfactory operating condition by providing for systematic inspection, detection, and correction of incipient failures either before they occur or before they develop into major defects. The Contractor shall develop and implement a Facility maintenance and repair program that covers all equipment listed in Attachment 1B. The Contractor shall plan, schedule and perform PM services on all equipment listed in Attachment 1B. The Contractor shall provide PM on a recurring basis and as identified by the original manufacturer’s recommendations, GSA or industry standard, whichever provides the higher standard of service to the Government. Equipment may be added to or removed from the inventory via modification during the execution of the contract. In addition to equipment inspections, cursory inspections of building systems will be conducted by the Contractor as part of Preventive Maintenance requirement.

C.1.3.3.3.1. Maintenance scheduling shall be proposed in preliminary form by the Contractor and will ultimately be subject to approval by the Government. Within ninety (90) days of contract award, the Contractor shall submit to the COR a detailed Preventive Maintenance Schedule. The Government shall review the PM Schedule and approve or provide comments to the Contractor within fourteen (14) days of receipt. The schedule shall be for the entire contract period, identifying each piece of equipment to be maintained and the date on which PM work will occur. The PM schedule will be provided annually, and within fourteen (14) days of Option Year renewal. The PM schedule shall be organized by facility.

The Contractor shall schedule and perform PM and inspections for all equipment to coincide with the periods immediately prior to the heavy load seasons. If the Contractor finds it necessary to reschedule PM, the Contractor shall submit a written request to the COR detailing the reasons for the proposed change at least ten (10) working days prior to the originally scheduled PM date.

C.1.3.3.3.2. A Preventive Maintenance Guide shall be prepared by the Contractor and is subject to approval by the Government. The Preventive Maintenance Guide shall list each equipment type that requires maintenance and identify the following information: frequency of service, maintenance task list, inspections, testing, material requirements, permitting and certification requirements, reporting and responsible party. The PM Guide shall be submitted to the COR within seventy (70) days of contract award.

C.1.3.3.4. Minor Repair (At or Below the Micro-purchase Threshold) includes all actions to diagnose equipment malfunctions and restore the equipment or system to normal operating condition that is beyond the scope of services performed under the preventive maintenance portion of this contract (Section C.1.3.3.3), valued below $2,500 per repair (for work covered by the Service Contract Labor Standards statute, 41 U.S.C. chapter 67, formerly known as the Service Contract Act, Subpart 22.10) or $2,000 per repair (for work covered by the Wage Rate Requirements (Construction) statute, 40 U.S.C. chapter 31, Subchapter IV, formerly known as the Davis Bacon Act). When possible, the Contractor shall correct equipment deficiencies detected during PM prior to departing the job site. Minor repairs can be authorized in writing by either the COR or the CO. All minor repairs shall have a one-year all inclusive warranty (including parts, labor, equipment, oversight, etc. for the work in total).

The estimated amount of minor repairs for Office of Air and Marine (OAM), Mission Support Facilities, and Office of Border Patrol (OBP) locations listed in Attachment 1A is $100,000 for the base period. Option years 1 (one) through 4 (four) are estimated at $147,500 for minor repairs. The total amount of minor repairs is $690,000 (if all option periods are exercised), as detailed in attachment 2 “Line Item Summary” of this contract. The full estimated amount for each period will be obligated at time of award and subsequent exercise of the option period(s). This amount is only an estimate and the Contractor shall only invoice and be paid for work actually completed and properly approved by the COR or CO. Any unused funds will be de-obligated from the contract at the conclusion of the period and shall be returned to the Government.

C.1.3.3.5. Intermediate Repairs (Above the Micro-purchase Threshold and less than $ 10,000) includes all actions to diagnose equipment malfunctions and restore the equipment or system to normal operating condition that is beyond the scope of services performed under the fixed price portion of this contract, valued at or above $2,500 per repair (for work covered by the Service Contract Labor Standards statute, 41 U.S.C. chapter 67, formerly known as the Service Contract Act, Subpart 22.10) or $2,000 per repair (for work covered by the Wage Rate Requirements (Construction) statute, 40 U.S.C. chapter 31, Subchapter IV, formerly known as the Davis Bacon Act). The Government anticipates that the majority of these repair tasks will be identified by the Contractor as a direct result of its PM work. However, the COR shall advise the Contractor of any suspected problems and request an evaluation. Intermediate repairs can be authorized by the CO. All Intermediate repairs shall have a one-year all inclusive warranty (including parts, labor, equipment, oversight, etc. for the work in total).

The estimated amount of Intermediate repairs for all Office of Air and Marine (OAM) and Office of Border Patrol (OBP) locations listed in Attachment 1A is $50,000 for the base period. Each subsequent option year is estimated at $150,000 for minor repairs (for a total of $650,000 if all option periods are exercised), as detailed in attachment 2 “Line Item Summary” of this contract. The full estimated amount for each period will be obligated at time of award and subsequent exercise of the option period(s). This amount is only an estimate and the Contractor shall only invoice and be paid for work actually completed and properly approved by the CO. Any unused funds will be de-obligated from the contract at the conclusion of the period and shall be returned to the Government.

C.1.3.3.6. Procedures for Intermediate Repairs. The Government will issue a request for a proposal for each Intermediate repair order providing a preliminary scope of work, sketches and/or drawings if required, any applicable special considerations, and the required completion date. If a site visit is required, the Contractor shall contact the COR within one (1) workday of receipt of the request for the purpose of scheduling a site visit. During the site visit the Contractor and the COR shall discuss the specifics of the requirement. After the site visit, the Contractor shall prepare a price proposal, including submittals for approval.

C.1.3.3.6.1. The Contractor’s proposal must be supported by necessary documentation to indicate that adequate planning to accomplish the requirement has been performed. Documentation might include, but is not limited to, catalog cuts, specifications, a preliminary schedule indicating mobilization, submittals, material lead times, performance, phasing, identification of subcontractors, etc.

C.1.3.3.6.2. Following receipt and evaluation of the Contractor’s proposal the Government has the option of:

(1) Performing the work using another contract and contractor;

(2) Issuing an order to the Contractor without negotiations; or

(3) Contacting the contractor to schedule negotiations

C.1.3.3.6.3. If repair of equipment needs to be performed off-site, the COR’s written approval is required before equipment is removed from site. The Contractor shall comply with all applicable laws, regulations and requirements regarding over-the-road permits. The Contractor shall be responsible for obtaining all necessary permits required to transport Government-owned equipment to and/or from the repair facility. In the event of damage or wreckage to Government-owned equipment during transportation, the Contractor shall be liable for the total cost of repairs and/or replacement. The Government will not be liable for any other damage that may occur during transport.

C.1.3.3.6.4. Coefficient. The co-efficient listed in Attachment 2 (Line Item Summary) shall be applied to the contractor’s submission to determine the total awarded price for all Intermediate repair orders. Per the Addendum to FAR 52.212-1 INSTRUCTIONS TO OFFERORS--COMMERCIAL ITEMS contained within solicitation HSBP1015R00008, the contractor’s coefficient contains all additional applicable costs including, but not limited to:

· The prime contractor’s overhead, profit, and payment protection required in FAR 52.228-13;

· Risk/liability;

· Job planning;

· Submittal preparation;

· Permits;

· Utility scoping;

· Compliance with safety standards, fire protection, environmental laws and compliance with security requirements;

· Salaries of personnel required to manage the indefinite quantity work required by the task order;

· Administrative supplies;

· Site visits;

· Mobilization for each task order;

· Job site supervision;

· Material submittals;

· Quality control C.1.3.3.6.5. The contracting officer will use the appropriate means necessary to determine whether the price is fair and reasonable.

C.1.3.3.7. Major Repair (Above the Micro-purchase Threshold) includes all actions to diagnose equipment malfunctions and restore the equipment or system to normal operating condition that is beyond the scope of services performed under the fixed price portion of this contract, valued at or above $10,000 and eligible intermediate repair orders not acted upon as an intermediate repair.. The Government anticipates that the majority of these repair tasks will be identified by the Contractor as a direct result of its PM work. However, the COR shall advise the Contractor of any suspected problems and request an evaluation. Major Repair task orders will be solicited and awarded using the procedures set forth in Section C.1.3.3.8 of this PWS. Repair task orders subject to DBA valued between $30,000.00 and $500,000.00 require payment protections (see FAR clause 52.228-13, “Alternate Payment Protections”). Task orders issued by the Contracting Officer may only be modified by the Contracting Officer. All task orders shall have, at a minimum, a one-year all inclusive warranty.

C.1.3.3.8. Procedures for Task Orders. The Government will issue a request for quotation (RFQ) or proposal (RFP) for each task order requirement providing a preliminary scope of work, sketches and/or drawings if required, any applicable special considerations, and the required completion date. If a site visit is required, the Contractor shall contact the COR within one (1) workday of receipt of the RFQ/RFP for the purpose of scheduling a site visit. During the site visit the Contractor and the COR shall discuss the specifics of the requirement. After the site visit, the Contractor shall prepare a price quotation or proposal, including submittals for approval.

C.1.3.3.8.1. The Contractor’s proposal must be supported by necessary documentation to indicate that adequate planning to accomplish the requirement has been performed. Documentation might include, but is not limited to, catalog cuts, specifications, a preliminary schedule indicating mobilization, submittals, material lead times, performance, phasing, identification of subcontractors, etc.

C.1.3.3.8.2. Following receipt and evaluation of the Contractor’s proposal the Government has the option of:

(1) Performing the work using another contract and contractor;

(2) Issuing a task order to the Contractor without negotiations; or

(3) Contacting the Contractor to schedule negotiations.

C.1.3.3.8.3. If repair of equipment needs to be performed off-site, the COR’s written approval is required before equipment is removed from site. The Contractor shall comply with all applicable laws, regulations and requirements regarding over-the-road permits. The Contractor shall be responsible for obtaining all necessary permits required to transport Government-owned equipment to and/or from the repair facility. In the event of damage or wreckage to Government-owned equipment during transportation, the Contractor shall be liable for the total cost of repairs and/or replacement. The Government will not be liable for any other damage that may occur during transport.

C.1.3.3.8.4. Coefficient. The co-efficient listed in Attachment 2 (Line Item Summary) shall be applied to the subcontractor’s quote (see Section C.1.3.3.8.5 below) or the prime contractor’s quote (see Section C.1.3.3.8.6 below) to determine the total awarded price for all major repair task orders. Per the Addendum to FAR 52.212-1 INSTRUCTIONS TO OFFERORS--COMMERCIAL ITEMS contained within solicitation HSBP1015R00008, the contractor’s coefficient shall contain all additional applicable costs including, but not limited to:

· The prime contractor’s overhead, profit, and payment protection required in FAR 52.228-13;

· Risk/liability;

· Job planning;

· Submittal preparation;

· Permits;

· Utility scoping;

· Compliance with safety standards, fire protection, environmental laws and compliance with security requirements;

· Salaries of personnel required to manage the indefinite quantity work required by the task order;

· Administrative supplies;

· Site visits;

· Mobilization for each task order;

· Job site supervision;

· Material submittals;

· Quality control

C.1.3.3.8.5. Pricing of Task Order Work (If subcontracting is used). For major repair and minor construction task orders for labor and material at or above $2,500.00/$2,000.00 thresholds (see C.1.3.3.5), if the Contractor is unable to perform the work alone, the Contractor shall attempt to obtain a minimum of three written competitive quotes from firms that normally perform or are qualified to perform the work. With issuance of the RFQ/RFP, the Government will include the statement of work and wage determination to the prime Contractor for competition amongst the subcontractors. The Government will also include the evaluation criteria in the RFQ/RFP (lowest priced technically acceptable or trade-off). Quotations/Proposals for task orders shall include the following:

· Description of work

· Labor price

· Material price

· Description of proposed equipment

· Price for rental rate of equipment

· The prime contractor shall provide the subcontractor quotes to the government for review. The government will evaluate the quotes and provide its evaluations to the prime contractor for use in conducting its own evaluation and selection (either lowest priced technically acceptable or trade-off). Once the contractor has determined the award decision, the subcontractor’s quote / proposal will be multiplied by the prime contractor’s co-efficient to calculate the total price of the work. Once a bilateral agreement between the government and the prime contractor regarding the total price of the work is reached, a firm fixed-price task order can be issued for the work described.

C.1.3.3.8.6. Pricing of Task Order Work (If performed by Prime Contractor Alone). If the major repair can be completed by the Prime Contractor, without the need for subcontracting, the Contractor shall provide a quote/proposal which provides the following, at a minimum:

· Description of work

· Labor rate

· Number of hours per employee, per trade

· Hourly fringe benefit rate for the trade performing the job

· Material price

· Description of proposed equipment

· Price for rental rate of equipment

· The Contractor shall multiply the subtotal of the work by the negotiated co-efficient to calculate the total price for the work. Once a bilateral agreement between the Government and the Contractor regarding the total price for the work is reached, a firm fixed-price task order can be issued for the work described.

C.1.3.3.8.7. The contracting officer will use the appropriate means necessary to determine whether the price is fair and reasonable.

C.1.3.3.9. Performance Schedule. PM services shall be completed within eight (8) hours of scheduled services unless otherwise approved by the Field Representative.

C.1.3.3.10. Certifications and Permits. The Contractor and its employees shall possess certifications that are required by state and local jurisdictions, as well as completion certificates for manufacturer-required training programs to ensure continuous warranty coverage. These may be required for the following positions: Contract Manager, Safety Manager, Quality Control Manager and Staff, and various Technical Personnel including but not limited to HVAC technicians, electricians, water/suppression operators, etc. The previous list of personnel is not intended to be all inclusive. The Contractor shall verify and obtain the required certifications, permits, etc. needed prior to the commencement of work.

Permitting and certification programs for the following equipment shall be included in the scope of services:

· Fire protection

· Septic

· Vehicle Lifts

· Vehicle Wash Stations

· Boilers

· Domestic Water

· Generators

· Cranes

· Elevators

· Backflow preventors

· Waste oil tanks and

· Fuel systems, including storage tanks, dispensing and fuel management equipment, containment systems, etc.

These programs shall comply with local regulations and include, but shall not be limited to, the following: coordination with regulatory authorities, inspection and testing as required, payment of renewal fees (including late fees), and documentation submission to regulatory authorities as required.

The permit tables listed below provide a representative sample of requirements. These tables are not all inclusive and should only serve as guide for bidding purposes. The contractor shall be responsible for payment of permit renewal fees for all equipment types listed in C.1.3.3.8:

Monthly

C.1.3.4. System. This performance work statement emphasizes Contractor overall system maintenance responsibilities. The term “system” encompasses all ancillary parts required for the total system to properly function as intended and accomplish its purposes. Examples of systems that are to be maintained are building HVAC, HVAC control systems, building ventilation systems, air distribution systems, electrical, fire protection, domestic, sanitary, storm water plumbing systems, and stationary pressurized wash stations/systems.

C.1.3.4.1. While the contract does not call for recurring systems maintenance (except for the equipment listed in Attachment 1B), there exists an opportunity for the Contractor to conduct systems maintenance and repair work within this contract. All system maintenance and repair work, exclusive of the equipment listed in Attachment 1B, shall be issued via a minor repair authorization (Section C.1.3.3.4), Intemediate repair (Section C.1.3.3.5) or task order (Section C.1.3.3.7).

C.1.3.4.2. Systems work may include maintaining and/or repairing all building mechanical, plumbing, roofing, architectural, electrical, structural and utility systems including but not limited to air-conditions equipment and systems, air-handling/distribution equipment and systems, solar, security, building management, UPS, domestic water equipment and systems, electrical equipment and indoor – outdoor lighting systems, heating equipment and systems, HVAC systems and energy management controls and monitoring equipment, sanitary sewage equipment and systems, fencing, fire suppression and alarm systems, elevators, storm drainage systems associated with the buildings and all above systems visible or hidden.

The contractor shall track greenhouse gases expended on the contract. The contractor shall provide this data in report form to the COR at the end of each contract year. It shall include the work order number, equipment information, location, sector, specific gas type, weight and why it was used (i.e. repair, leak test, etc.) for each instance. Each use shall be attributed to a repair or PM work order, and the report shall be provided in Excel.

C.1.3.5. Submittals. The Government reserves the right to require the Contractor to submit replacement parts and other items for approval prior to installation.

C.1.3.6. Work Orders (WO). The Contractor shall generate a WO form (also known as a “work service ticket”) for all PM and repair service requests generated internally or by the Government. WO forms shall be posted on the CMMS, and hardcopies shall be submitted to the COR with the applicable invoice. The COR shall acknowledge receipt of all WOs. All WOs shall contain the information listed below and are subject to review by the Government. WO shall contain the following:

· CBP Bar Code number, if applicable

· Job Order Number (JON)

· Date and time of service call notification and arrival at Government location

· Model, serial number, equipment type and location of the equipment involved

· For repairs, all replacement parts used by parts number, part name, quantity and cost per unit which shall be supported by actual supplier invoices, published price lists and/or proof of payment.

· Description of malfunction and work/service performed, and corrective action taken if action is a repair.

· Name of contractor who accomplished the work

· Contract manager’s signature and date certifying authenticity of work.

· Name, title and contact information of CBP personnel that can verify performance. A signature from a CBP field representative shall be obtained as well.

· Date of the test conducted to ensure that the proper operating condition of the equipment has been reached after maintenance has been performed (see Section C.1.3.7)

· Material costs and labor hours worked

C.1.3.7. Load Test and Certification. For all lift capable equipment, a selective inspection and either a load test or other appropriate proof test and certification shall be made after adjustment, repair, replacement, or alteration/modification of a load bearing or load controlling part or component. The load test or other appropriate proof test need only be performed where the adjustment, repair, replacement or alternation/modification if not performed correctly could result in dropping, uncontrolled shifting, or movement of the load. If holding strength is a function of the parts or components affected by the maintenance work, a load test and certification shall be performed per manufacturer’s recommendations. The Contractor shall maintain records on completed load testing and certifications and shall make available to the CO or COR for review on request. These records shall be held through the duration of the contract and turned over to the Government upon termination or completion of the contract.

C.1.3.8. Emergency Backup Power Systems. Preventive maintenance for all generators and other emergency backup power systems shall include power load testing every 6 months. The contractor shall drop power to the building to test functionality of systems.

C.1.3.9. Hours of Operations & Holidays. Government core duty hours are Monday through Friday, 0800 to 1700. Some situations may require the Contractor to work outside core duty hours. These situations include, but are not limited to, disruption of services, e.g., unscheduled/scheduled outages scheduling of facility services, or contingency accidents/incidents, or other emergencies.

C.1.3.10.1.

CBP personnel observe the following days as holidays:

New Year's Day

Labor Day

Martin Luther King's Birthday

Columbus Day

Presidents' Day

Veterans Day

Memorial Day

Thanksgiving Day

Independence Day

Christmas Day

Any other day designated by Federal statute, by Executive Order or by the President's proclamation.

C.1.3.10.2.

When any such day falls on a Saturday, the preceding Friday is observed. When any such day falls on a Sunday, the following Monday is observed. Observance of such days by Government personnel shall not be cause for an extension to the delivery schedule or period of performance or adjustment to the price, except as set forth in the contract.

C.1.3.10.3.

Except for designated around-the-clock or emergency operations, Contractor personnel will not be able to perform on site under this contract with CBP on holidays set forth above.

C.1.3.10.4.

The contractor shall submit a request for an outage or interruption of service/operation to the COR at least fourteen (14) days prior to the proposed event. The request is subject to review and approval by the COR.

C.1.3.10. Office Closures. Extreme weather conditions, other emergency situations, and other acts of nature (e.g. floods, tornado, earthquake) may warrant an office closure or a delay in normal operating hours. The Field Representative or COR will inform the Contractor of the operating decision at least 8 hours prior to the scheduled PM action to the extent possible.

C.1.3.12.

Emergency Situations & Interruptions. The Contractor’s services may be interrupted for fire drills, or other emergency training exercises or classes in conjunction with the Evacuation and Emergency Program. The Contractor shall participate in the fire drills or other emergency training exercises or classes and such participation will be considered when assessing the Contractor’s performance quality level for the affected period.

C.1.4. Telephone Services. The Contractor shall provide a readily accessible telephone number for calls related to the execution of this contract that will be answered twenty four (24) hours/ seven (7) days per week.

C.1.4.1. Use of Government telephones / services is not included in the contract and is strictly forbidden.

C.1.4.1.1. Service call reception. The Contractor shall receive calls from the COR or an authorized program management office representative. The Contractor shall provide a single contact telephone number for service calls. The Contractor shall receive calls at this number twenty four (24) hours per day, seven (7) days per week.

C.1.4.1.2. Service Call Classification. Calls shall be classified as (i) emergency calls, (ii) urgent calls, and (iii) routine calls. The Contractor’s response time is measured from dispatch approval from COR, not identification of deficiency.

C.1.4.1.2.1. Emergency calls. Service calls shall be classified as an emergency call when the work consists of correcting failures which constitute an immediate danger to personnel or property. Calls shall be considered received by the Contractor at the time and date the call is made to service call reception. Upon approval from the COR, the Contractor shall respond immediately and work continuously without interruption until the emergency condition is arrested and resolved.

C.1.4.1.2.2. Urgent calls. Service calls that interrupt or otherwise adversely impact building environmental and occupant operations shall be classified as urgent calls. Upon approval from the COR, the Contractor shall respond within twenty-four (24) hours to urgent service calls and work continuously without interruption to complete the service call.

C.1.4.1.2.3. Routine calls. Service calls shall be classified as a routine call when the work does not qualify as an emergency or urgent call. Calls shall be considered received by the Contractor at the time and date the call is made to service call reception. Upon approval from the COR, the Contractor shall respond within seventy two (72) hours after receipt of a routine call, and work continuously without interruption to complete the service call.

C.1.4.1.3. Work Beyond Scope of Repair. If the Contractor responds to a service call and believes that the work required is beyond the scope of repair, the CO or COR shall be notified immediately. The Contractor shall provide a summary of the work and a detailed estimate showing labor hours and material requirements.

C.1.5. Web-Based Tracking System/ Computer Maintenance Management System (CMMS). The Contractor shall provide and maintain IBM Maximo Asset Management as the web-based tracking system / CMMS or Equal. The CMMS shall be the primary tool for scheduling, reporting and recording of all maintenance and repair activities. The web-based tracking system encompasses tracking and reporting information related to PM, minor repair and major repair work orders from receipt of service call to completion. It shall be able to receive, classify, identify, approve, schedule, track, analyze and report all work from inception to completion. Web-based tracking system shall include, at a minimum, the following information as data fields (see Section C.1.3.6 for a detailed breakdown of work order instructions): (a) the name & title of the Contractor employee performing the work; (b) work performed, including equipment name & number, parts used/replaced; (c) time / date performed & how long; (d) BE/BU number and common name (e) name of CBP employee who can verify the work ; (f) name of the Contract Manager / Contract Personnel that has confirmed the work, (g) priority classification of the PM/repair (h) renewal dates for equipment / systems and (i) associated costs for minor and major repair actions. The work order tickets used in the field shall be uploaded within five working days of completion and include the name, date and signature of the designated CBP personnel who verified the work. Attachments shall be uploaded to the specific work order associated with the work. Permits and certifications shall also be tracked within the CMMS.

The contractor shall provide introductory training for Government personnel during the Transition-In Services (section C.1.3.3.2). The training shall be a detailed sales type demonstration of the CMMS and its capabilities. This training shall occur within sixty (60) days of contract award. Three more in depth training sessions shall be held within one hundred-fifty (150) days of contract award. The sessions shall be geared toward the daily user and include report generation, navigation, data input, work order request, etc.

The CMMS shall be available for CBP use within five (5) months of contract award. All data shall be uploaded and the CMMS shall be fully operational on or before that date.

CBP is migrating to Tririga as its Real Property Management system of record. Utilization of this system as a centralized CMMS will allow CBP to more efficiently manage its real property portfolio. The system will be used to track facility systems and equipment. It will be used to capture all scheduled and unscheduled repair actions, equipment deficiencies, system useful life and any additional pertinent information necessary to maintain the facility inventory.

As CBP implements this system, the successful offeror may be requested to provide assistance in maintaining accurate maintenance information for the facilities under this contract. The extent of assistance could vary from periodic data uploads to direct access and input.

C.1.5.1. The tracking system is an integral part of the Quality Control and Assurance Surveillance process and shall be continuously maintained by the Contractor.