Attachment 1.pdf

HSCG23-08-R-MMZ339 Attachment no. 1 1

CONTRACTOR TECHNICAL AND ADMINISTRATIVE SUPPORT SERVICES

FOR THE U.S. COAST GUARD NATIONAL MARITIME CENTER

CONTRACT

PERFORMANCE WORK STATEMENT (PWS)

1.0 GENERAL.

1.1 SCOPE.

The purpose of this Indefinite Delivery Indefinite Quantity (IDIQ) contract is to obtain technical and administrative support services for the U.S. Coast Guard (USCG) National Maritime Center (NMC).

Specifically, the USCG requires Contractor support to evaluate Coast Guard credential applicants for professional qualifications, security, safety, and suitability; and to operate a centralized mariner information call center at the NMC in Martinsburg, WV.

Task orders awarded under this contract will be performance based.

1.2 BACKGROUND.

The mission of the USCG NMC is to issue Merchant Mariner Credentials to fully qualified mariners in the most effective and efficient manner possible while promoting a safe, secure, economically efficient and environmentally sound marine transportation system. The USCG processed more than 66,000 applications from May 2006 to April 2007. An application package may include more than one (1) credential transaction

- the average is 1.4 credential transactions per application. However, only one (1) evaluation for security, safety, and suitability is required per application.

The USCG is reorganizing the Mariner Licensing and Documentation (MLD) Program in order to streamline and improve processes for consistency and efficiency. This reorganization is an extensive project that will improve customer service to professional mariners and the public. In phases, it will centralize credential processing at the NMC in Martinsburg, WV, and modify the functions of the USCG’s 17 Regional Exam Centers (REC). A table of the REC reorganization schedule is detailed below:

REC Abbreviation All new applications to NMC

Estimated Increase in Application Packages

(cumulative) New Orleans NEW 05/01/07 1,300 Anchorage ANC 05/01/07 1,376 Juneau JUN 05/01/07 1,428 Baltimore BAL 09/04/07 1,713 Toledo TOL 02/01/08 2,001 St. Louis SLM 02/01/08 2,036 Memphis MEM 03/03/08 2,199

LA/LB LOS 03/03/08 2,411

Seattle SEA 04/01/08 2,611 San Francisco SFC 04/01/08 2,780 New York NYC 05/01/08 3,122 Portland POR 05/01/08 3,243

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Charleston CHA 06/02/08 3,470 Honolulu HON 06/02/08 3,706 Miami MIA 07/01/08 4,194 Houston HOU 08/01/08 4,629 Boston BOS 09/02/08 5,064

After this transition of evaluation processes to NMC, RECs will educate and advise mariners and schools on application preparation, increase audits of schools and quality systems, and improve mariner testing. They will also provide verification of fingerprinting and identity as required.

The MLD Program’s Mission Management System (MMS) uses the ISO 9001-2000 standard. The MMS lists requirements and clearly states policies, processes and Work Instructions that ensure consistency across the Program. The MMS identifies opportunities to continuously improve all aspects of credential issuance and mariner training oversight.

The Contractor shall perform three (3) main functions at the NMC: Professional Qualification Evaluations (PQE); Safety, Security and Suitability Evaluations (SSE); and the Mariner Information Call Center (MICC).

NMC’s PQE branch evaluates approximately 3,500 credentials each month. As NMC continues through the transition process, this number will increase. The SSE branch receives approximately 275 electronic credential vetting requests per day. This volume varies seasonally and may exceed 400 per day.

Credential vetting requests require varying degrees of research and information gathering. The MICC receives approximately 7,000 requests for assistance per month, with approximately 6,500 via phone and 500 by e-mail or internet. As the transition continues, inquiries are expected to increase to approximately 15,000 per month, with approximately 14,000 via phone and 1,000 by e-mail or internet.

The incumbent contractor oversees performance through a Project Manager and On-site Supervisors (OSS), one (1) for each of the three (3) aforementioned functions (PQE, SSE and MICC). OSSs work closely with the NMC branch chief(s) to coordinate personnel and process issues. The OSSs prepare detailed reports and other correspondence, manage multiple complex tasks simultaneously, and monitor day-to-day operations - including quality assurance. Current OSSs are responsible for coordinating their training efforts with the government to ensure that contractor employees obtain and maintain the proper knowledge, skills and abilities to function at high levels. Historically, new employees require formal training plus a minimum of 3 months on-the-job before they become contributing members of the workforce - and take significantly longer to become truly proficient at all aspects of the project. To maintain a qualified workforce, the incumbent contractor provides their employees (initially) with formal week-long classroom training and (subsequently) with continuing on-the-job training to maintain knowledge of the laws, regulations, policies and procedures. Working in close coordination with the government, the incumbent contractor actively participates in a continuous improvement process and implements new technologies and process improvements that leverage workforce potential to increase effectiveness and efficiency.

1.3 CONTRACTOR PERSONNEL.

1.3.1 Project Manager. The Contractor shall provide a Project Manager who shall be responsible for all Contractor work performed under this contract. The Project Manager is further designated as Key by the Government (see PWS 1.4).

1.3.1.1 The Project Manager shall be a single point of contact for the Contracting Officer and the Contracting Officer’s Technical Representative (COTR). It is anticipated that the Project Manager shall be

HSCG23-08-R-MMZ339 Attachment no. 1 3 one of the senior level employees provided by the Contractor for this project. The name of the Project Manager, and the name(s) of any alternate(s) who shall act for the Contractor in the absence of the Project Manager, shall be provided to the Government as part of the Contractor's proposal. During any absence of the Project Manager, only one (1) alternate shall have full authority to act for the Contractor on all matters relating to work performed under this contract. The Project Manager and all designated alternates shall be able to read, write, speak and understand English. Additionally, the Contractor shall not replace the Project Manager without prior approval from the Contracting Officer.

1.3.1.2 The Project manager shall possess at least 2 years experience working with ISO9001:2000 quality standards systems (QSS).

1.3.1.3 The Project Manager shall be available by phone or e-mail to the COTR between the hours of 8:00 AM – 4:30 PM local time, Monday through Friday, and shall respond to a request for discussion or resolution of technical problems within two (2) hours of notification.

1.3.1.4 The Project Manager shall direct employee participation in the management and administration of the USCG’s MLD MMS. As active participants in the workflow process, contractor employees should recommend process improvements that will help to improve accuracy and cycle time resulting in improved customer service.

1.3.2 Qualified Personnel. The Contractor shall provide qualified personnel to perform all requirements specified in task orders awarded under this contact.

1.3.2.1 On-Site Supervisors may be used at the discretion of the Contractor. Any OSS will be designated as Key by the Government. These positions require strong interpersonal, writing, presentation skills, and the ability to train others in a positive and motivating manner.

1.3.2.2 All training will be coordinated with government personnel in order to ensure accuracy and consistency throughout NMC’s evaluation processes. At a minimum, the Contractor will ensure employees:

• Maintain knowledge of laws, regulations, policies, and procedures identified in the MMS,

• Stay abreast of changes in laws, regulations, policies and procedures identified in the MMS, and

• Understand and recommend improvements to the MMS.

1.3.2.3 Contractor employees shall speak, read, and write English. There is an additional need for some Spanish language capability to support the MICC.

1.3.3 Employee Identification. Contractor employees visiting Government facilities shall wear an identification badge that, at minimum, displays the Contractor name, the employee’s photo, name, clearance-level and badge expiration date. Contractors shall wear all identification and visitor badges in plain view above the waist. Visiting Contractor employees shall comply with all Government escort rules and requirements. All Contractor employees shall identify themselves as Contractors when their status is not readily apparent. This is particularly important when dealing with law enforcement agency via phone or e-mail.

1.3.4 Employee Conduct. Contractor employees shall present a professional appearance at all times and their conduct shall not reflect discredit upon the United States, the Department of Homeland Security (DHS) or the USCG.

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1.3.4.1 Contractor employees shall not represent themselves as Government employees. Contractor employees may gather and disseminate information, but shall neither exercise discretion in applying Government authority nor interpret U.S. laws so as to bind the Government.

1.3.5 Removing Employees for Misconduct or Security Reasons. The Government may, at its sole discretion, direct the Contractor to remove any Contractor employee from USCG facilities for misconduct or security reasons. Removal does not relieve the Contractor of responsibility to continue providing the services required under any task order awarded under this contract. The Contracting Officer will, upon request, provide the Contractor with a written explanation to support any request to remove an employee.

1.3.6 Conflict of Interest. The Contractor shall not employ any person who is an employee of the United States Government if that employment would, or would appear to cause a conflict of interest.

1.4 KEY PERSONNEL.

Before replacing any individual designated as Key by the Government, the Contractor shall notify the Contracting Officer no less than 15 days in advance, submit written justification for replacement, and provide the name and qualifications of any proposed substitute(s). All proposed substitutes shall possess qualifications equal to or superior to those of the Key person being replaced. The Contractor shall not replace Key Contractor personnel without written consent from the Contracting Officer. The Government may designate additional Contractor personnel as Key in each task order awarded under this contract.

1.5 SECURITY.

Contractor access to classified information is not currently required under this contract. However, the Government may require such access at a later date. Accordingly, all Contractor employees provided for this requirement must be eligible for a Secret Clearance. If contractor access to classified material becomes necessary, the Government will complete Department of Defense Form 254.

1.6 PERIOD OF PERFORMANCE.

The base period for this contract is one (1) year from the date of award – followed by four (4) consecutive option periods of one (1) year each. The total period of performance is five (5) years.

1.6.1 Transition in. The first 30 days of the first task order awarded under this IDIQ contract will be a transition period during which the incoming contractor shall work with the outgoing contractor to ensure a seamless transfer of responsibilities. The incoming contractor shall assume responsibility for all work in progress before the end of this transition period.

1.6.2 Transition out. If the Government awards a follow-on to this contract which results in a change in contractors, then the last 30 days of the last task order awarded under this IDIQ contract will be a transition period during which the outgoing contractor shall work with the incoming contractor to ensure a seamless transfer of responsibilities. Under the transition / phase-out task order, the outgoing contractor shall:

• transfer activities to the incoming contractor so as to minimize disruption of services to the government;

• maintain sufficient qualified staff to meet all requirements of the transition effort;

• submit to the COTR a written transition / phase-out plan within two (2) business days of preliminary notification that this contract item will be exercised;

• submit a weekly status report of transition / phase-out activities to the COTR; and

• complete transition / phase-out activities by the 30th calendar day after task order award.

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1.7 PLACE OF PERFORMANCE.

The primary place of performance will be the NMC facility at 100 Forbes Drive Martinsburg, WV 25404.

Additional details may be provided in each task order awarded under this contract.

1.8 HOURS OF OPERATION.

The hours of operation will be specified in each task order awarded under this contract.

1.9 TRAVEL.

Contractor travel may be required to support task orders awarded under this contract. All travel required by the Government outside the local commuting area will be reimbursed to the Contractor in accordance with the Federal Travel Regulations. The Contractor shall be responsible for obtaining COTR approval (e-mail is acceptable) for all reimbursable travel in advance of each travel event. Details will be specified in each task order awarded under this contract. Destinations may include Washington, DC and the cities listed in the table on page 1-2.

1.9.1 The Contractor's request for travel shall be in writing and contain the dates, locations and estimated costs of the travel.

1.10 KICK-OFF MEETING.

For each task order awarded under this contract, the Contractor shall attend a Kick-Off Meeting with the Contracting Officer and the COTR not later than five (5) business days after the date of award. The purpose of the Kick-Off Meeting, which will be chaired by the Contracting Officer, is to discuss technical and contracting objectives of the task order and review the Contractor's project plan. The Kick-Off Meeting will be held at the Government’s facility in Martinsburg, WV.

1.11 PROJECT PLAN.

For each task order awarded under this contract, the Contractor shall provide a draft Project Plan at the Kick-Off Meeting for Government review and comment. The Contractor shall provide a final Project Plan to the Contracting Officer and the COTR not later than three (3) business days after the Kick-Off Meeting.

1.11.1 The final Project Plan shall include, at a minimum, the following: project execution and project control; document planning assumptions and decisions; facilitation of communication among project stakeholders; and, cost and schedule baselines.

1.11.2 The final project plan shall not affect price. Any changes to the draft project plan incorporated and submitted as the final project plan shall not impact the contract, PWS, or attachments as originally awarded without written approval from the Contracting Officer.

1.12 PROGRESS REPORTS.

For each task order awarded under this contract, the contractor shall submit via e-mail to the COTR, Contracting Officer, or other designated government a monthly progress report. These reports shall include:

• a summary of all Contractor work performed

• results obtained under task orders awarded under this contract

• an assessment of technical progress

• a projection of the next month’s efforts

• current or projected problems and issues

• an explanation of deviations from the last month's projections

• schedule status

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• any travel conducted

• any Contractor concerns or recommendations

Additional reporting requirements may be specified in each task order.

1.13 PROGRESS MEETINGS.

The Project Manager shall be available to meet with the COTR upon government request to present deliverables, discuss progress, exchange information and resolve emergent technical problems and issues.

These meetings shall take place at the Government's facility in Martinsburg, WV. Additional details may be provided in each task order awarded under this contract.

1.14 GENERAL REPORT REQUIREMENTS.

The Contractor shall provide all written reports in electronic format with read/write capability using applications that are compatible with Coast Guard Standard Workstation III (Windows XP and Microsoft Office Applications).

1.15 PERFORMANCE REQUIREMENTS SUMMARY.

Task orders issued under this contract will be performance based. Each task order will include a Performance Requirements Summary (PRS) prepared by the Government that is specific to that task order.

In general, the PRS will set forth the expected outcomes (objectives) of the task order, the service(s) required of the contractor to attain the objectives, and a performance standard per outcome. It is the intent of the Government to maintain consistency in standards and their relation to satisfactory performance for the same or similar outcomes from task order to task order. The PRS is not an exclusive remedy and inclusion of the PRS does not preclude the Government from using any other remedy available by law or contract terms, including withholding payment in accordance with any clause for inspection of services.

1.16 INTELLECTUAL PROPERTY.

All Contractor developed processes, procedures and other forms of intellectual property first developed under this contract shall be considered Government property.

1.16.1 All documentation, photography and electronic data and information collected by the Contractor in support of this task order shall be considered Government property, and shall be returned to the Government at the end of the contract.

1.17 PROTECTION OF INFORMATION.

Contractor access to information protected under the Privacy Act is required for task orders under this contract. Contractor employees shall safeguard this information against unauthorized disclosure or dissemination in accordance with the law and Government policy and regulation.

1.17.1 All Contractor employees shall sign a Non-Disclosure Agreement prior to commencing work on-site;

a copy will be provided to the COTR with original signature. The Government will consider any breach of security to constitute employee misconduct.

1.17.2 Contractor access to proprietary information may be required for task orders under this contract.

Contractor employees shall safeguard this information against unauthorized disclosure or dissemination in accordance with DHS MD 11042.1, Safeguarding Sensitive But Unclassified (SBU) (For Official Use Only) Information; the Privacy Act of 1974 as amended; the Health Insurance Portability and Accountability Act (PL 104-191) and its various implementing regulations (HIPAA); and all other applicable laws and regulations. The Contractor shall ensure that all Contractor personnel having access to proprietary information sign a non-disclosure agreement (DHS Form 11000-6).

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1.17.3 The contractor shall document for the government that all employees supporting this contract have a favorable background check which at a minimum includes a National and a Local Agency Check and a Credit Check.

1.18 SECTION 508 COMPLIANCE.

Section 508 of the Rehabilitation Act (29 USC 794d), as amended by the Workforce Investment Act of 1998 (PL 105-220), August 7, 1998, requires that when Federal agencies develop, procure, maintain, or use electronic and information technology, they must ensure that it is accessible to people with disabilities, unless it would pose an undue burden to do so. Federal employees and members of the public who have disabilities must have access to and use of information and services that is comparable to the access and use available to non-disabled Federal employees and members of the public. For additional information, please refer to FAR 39.2 or http://www.section508.gov.

2.0 GOVERNMENT TERMS & DEFINITIONS.

2.1 CFR – Code of Federal Regulations

2.2 COTR – Contracting Officer Technical Representative

2.3 DHS – Department Of Homeland Security

2.4 FAR – Federal Acquisition Regulations

2.5 FOIA – Freedom of Information Act

2.6 FOUO – For Official Use Only

2.7 HIPAA – Health Insurance Portability and Accountability Act

2.8 IDIQ – Indefinite Delivery, Indefinite Quantity

2.9 ISO – International Organization for Standardization

2.10 MICC – Mariner Information Call Center

2.11 MLD – Mariner Licensing and Documentation

2.12 MMS – Mission Management System (USCG Quality Standards System)

2.13 NACLC – National Agency Check with Local Agency Check and Credit Check

2.14 NVIC - Navigation and Vessel Inspection Circular

2.15 NMC – National Maritime Center

2.16 OSS – On-site Supervisor

2.17 PII – Personal Identification Information

2.18 PL – Public Law

2.19 PQE – Professional Qualification Evaluations

2.20 PRS – Performance Requirement Summary

2.21 PWS – Performance Work Statement

2.22 QSS – Quality Standards System

2.23 REC – Regional Exam Center

2.24 SBU – Sensitive But Unclassified

2.25 SSE – Safety, Security and Suitability Evaluations

2.26 STCW – Standards of Training, Certification and Watchkeeping for Seafarers

2.27 USC – United States Code

2.28 USCG – U.S. Coast Guard

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3.0 GOVERNMENT FURNISHED RESOURCES.

Government furnished resources or information will be specified in each task order awarded under this contract.

4.0 CONTRACTOR FURNISHED PROPERTY.

The Contractor shall furnish all facilities, materials, equipment and services necessary to fulfill the requirements of task orders awarded under this contract, except for the Government Furnished Resources specified in this work statement and each task order awarded under this contract.

5.0 REQUIREMENTS.

The Contractor shall perform technical and administrative support services for the USCG NMC.

Specifically, the Contractor shall: evaluate credential applicants for professional qualifications; evaluate credential applicants for security, safety, and suitability; and operate a centralized Mariner Information Call Center at the NMC in Martinsburg, WV. The Contractor shall conduct all work in accordance with the MMS, other references noted in paragraph 6 of this PWS, and those references specifically identified in task orders under this contract.

5.1 PROFESSIONAL QUALIFICATION EVALUATION.

The Contractor shall provide PQE services in support of activities outlined in task orders awarded under this contract. Examples of required PQE support services include evaluating mariner applications for merchant mariner credentials, documentation, data entry and other administrative and clerical support services.

Technical evaluation is the process of evaluating application packages for completeness; ensuring compliance with applicable Code of Federal Regulations provisions that are prerequisite to issuing mariners their requested credentials; and interacting with applicants and the RECs to resolve questions or problems with application packages. Several of these process steps are supported by the use of existing job aids.

The Evaluator submits the completed credential evaluation to the USCG reviewer for approval. Throughout the application evaluation and approval process, the Evaluator enters all pertinent data and records (i.e.

mariner information) into the Merchant Mariners Licensing and Documentation system (database).

Application evaluations may result in differing work efforts - the following list may not be all inclusive:

• Complete application with no issues results in a recommendation for approval.

• Incomplete application results in a request for more information. These applications must be retained until information is received; processing is then resumed.

• Complete evaluation with medical or security factors that result in a denial.

• Complete evaluation that determines the need for the mariner to take and pass examinations prior to credential approval. These applications must be retained until test results are received; processing is then resumed.

• Application expires because applicant fails to follow-up.

5.2 SECURITY, SAFETY, AND SUITABILITY EVALUATION.

The Contractor shall provide SSE services in support of activities outlined in task orders awarded under this contract. Examples of required evaluation support include: initial safety/security screenings of 200 to 400 credential applications per day (the volume of work/numbers are seasonal and fluctuate); safety/security information analyses – to include conducting background checks, collecting information from local, state, federal and commercial databases, and contacting courts, probation officers and other sources to verify identity of applicants; support for appeals of NMC decisions regarding safety/security vetting decisions; and administrative support to the NMC during the evaluation and processing of credential applications.

5.3 MARINER INFORMATION CALL CENTER.

The Contractor shall operate the MICC in support of activities outlined in task orders awarded under this contract. Examples of required call center support services include: answering queries in a timely, HSCG23-08-R-MMZ339 Attachment no. 1 9 accurate, professional, and courteous manner regarding status, procedures, and requirements for obtaining credentials; providing answers to routinely asked technical questions regarding licensing; classifying and tracking data regarding call center usage and volume; and acting as the operator for the NMC’s regular business phone lines. The volume of work required under this effort is estimated on page 2 of this PWS.

6.0 REFERENCES.

6.1 Mariner Licensing and Documentation (MLD) Program, Mission Management System (MMS) at CG Central (Provided upon request)

6.2 U.S. Code Title 46 (relevant cites)

6.3 46 Code of Federal Regulations (CFR) Parts 1, 5, 10, 11, 12, 13, 15, and 16

6.4 International Convention on Standards of Training, Certification and Watchkeeping for Seafarers, as amended (STCW)

6.5 USCG Marine Safety Manual, Volume III, COMDTINST M160000.8 (series)

6.6 NMC policy and guidance, and applicable Federal Register notices and NVICs

6.7 USCG Freedom of Information Act (FOIA) and Privacy Act Manual (COMDTINST M5260.3); and Health Insurance Portability and Accountability Act (PL 104-191) and various implementing regulations (HIPAA)

6.8 ANSI/ISO/ASQ Q9001-2000 American National Standard, Quality Standard Systems

6.9 COMDTINST M5216.4 – Coast Guard Correspondence Manual

Additional references will be provided in each task order awarded under this contract.

7.0 DELIVERABLES.

The specific requirements for deliverables will be described in each task order under this contract.