Attachment 3.pdf

HSCG23-08-R-MMZ339 Attachment no. 3 1

CONTRACTOR TECHNICAL AND ADMINISTRATIVE

PROFESSIONAL QUALIFICATION EVALUATION SUPPORT SERVICES

FOR THE U.S. COAST GUARD NATIONAL MARITIME CENTER

TASK ORDER

PERFORMANCE WORK STATEMENT

1.0 GENERAL.

1.1 SCOPE.

The purpose of this task order under HSCG23-08-D-MMZ339 is to obtain Contractor technical and administrative Professional Qualification Evaluation (PQE) support services for the U.S. Coast Guard (USCG), National Maritime Center (NMC). Specifically, Contractor tasks shall include evaluating, screening, and processing mariner applications for merchant mariner credentials. Additionally, the Contractor shall: respond to mariner inquiries; perform data entry and retrieval; receive, process, and send mail; and manage electronic and hardcopy records and files.

1.2 BACKGROUND.

The requirements to obtain merchant mariner credentials have increased over time particularly with the advent of Standards of Training, Certification and Watchkeeping (STCW) resulting in increasingly complex evaluations. The primary responsibility of PQE evaluators is to ensure that applicants are professionally qualified and suitable to perform the duties required of the credentials for which they have applied. This process includes, but is not limited to: verifications of sea service, tonnage, routes served, required course/training completion certificates, and completed competence assessments. Evaluators are also responsible for reviewing/checking that all basic application requirements such as fees, drug test, character references and other requirements are met. Also, they must determine if an application should be forwarded to the medical branch for review. Evaluators in this branch are responsible for ensuring unique evaluations such as non-resident alien applications and batched school or academy applications are processed appropriately. Evaluators are also responsible for the following:

• maintaining ownership of work in progress (files) until additional required information is received and evaluated;

• incorporating information from medical and security branches along with the PQE requirements into one comprehensive response letter to the applicants;

• issuing “approved to test” letters;

• forwarding completed evaluations and draft credentials to government reviewers for approval

(electronically and/or in paper format); and

• forwarding recommendations for denial when appropriate.

The Contractor shall be responsible for conducting mariner application evaluations in a timely but thorough manner. Current monthly quota requirements (a maximum of approximately 3,500 applications) will increase as the transition of USCG Regional Exam Centers (RECs) continues throughout 2008. Once the transition phase of reorganization is completed the maximum is expected to remain relatively steady. Due to current backlogs, the Contractor will be responsible for providing output which is greater than the input of new applications until the standing inventory is eliminated. The Contractor will assume responsibility for whatever work is in progress on the date of task order award.

All applications must be processed accurately. The contractor is responsible for recommending process improvements to ensure accuracy and timeliness of evaluations. They are also responsible for complying

HSCG23-08-R-MMZ339 Attachment no. 3 2 with process changes as directed by the NMC in a continual effort to reduce processing time while maintaining accuracy.

1.3 CONTRACTOR PERSONNEL.

1.3.1 Project Manager. See Indefinite Delivery Indefinite Quantity (IDIQ) contract Performance Work Statement (PWS)

1.3.2 Qualified Personnel. See IDIQ contract PWS

1.3.3 Employee Identification. See IDIQ contract PWS

1.3.4 Employee Conduct. See IDIQ contract PWS

1.3.5 Removing Employees for Misconduct or Security Reasons. See IDIQ contract PWS

1.3.6 Conflict of Interest. See IDIQ contract PWS

1.4 KEY PERSONNEL.

See IDIQ contract PWS

1.5 SECURITY.

Contractor access to classified information is not currently required under this task order.

1.6 PERIOD OF PERFORMANCE.

The period of performance for this task order is five (5) months from the date of award.

1.7 PLACE OF PERFORMANCE.

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

1.8 HOURS OF OPERATION.

Contractor employees shall generally perform all work between the hours of 8:00AM and 5:00PM local time, Monday through Friday (except Federal holidays). However, there may be occasions when Contractor employees shall be required to work other than normal business hours, including weekends and holidays, to fulfill requirements under this task order.

1.9 TRAVEL.

There is no travel requirement for this task order.

1.10 KICK-OFF MEETING.

See IDIQ contract PWS

1.11 PROJECT PLAN.

See IDIQ contract PWS

1.12 PROGRESS REPORTS.

See IDIQ contract PWS. The Contractor shall provide accurate monthly reports of the Contractor’s performance to include: total number of application evaluations completed with a break-down by results (e.g.: draft credential, approved to test, awaiting information letter, denial letter, application evaluation returned to evaluator for correction, total credentials printed, total evaluations completed).

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1.13 PROGRESS MEETINGS.

See IDIQ contract PWS

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 (Windows Server 2003 and Microsoft Office Applications).

1.15 PERFORMANCE REQUIREMENTS SUMMARY.

This task order includes a Performance Requirements Summary (PRS). In general, the PRS sets forth the expected outcomes (objectives) of the task order, the service(s) required of the Contractor to achieve the objectives, a performance standard per outcome, and a plan in the event the Contractor does not meet the performance standard. 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 deducting/withholding payment in accordance with any clause for inspection of services.

1.16 INTELLECTUAL PROPERTY.

See IDIQ contract PWS

1.17 PROTECTION OF INFORMATION.

See IDIQ contract PWS

1.18 SECTION 508 COMPLIANCE.

See IDIQ contract PWS

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 FAQ – Frequently Asked Questions

2.5 GFP/GFI – Government furnished property/information

2.6 IDIQ – Indefinite Delivery, Indefinite Quantity

2.7 MMLD – Merchant Mariner Licensing and Documentation

2.8 MMS – Mission Management System

2.9 NMC – National Maritime Center

2.10 PQE – Professional Qualification Evaluations

2.11 PRS – Performance Requirement Summary

2.12 PWS – Performance Work Statement

2.13 REC – Regional Exam Center

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

2.15 U.S.C. – United States Code

2.16 USCG – U.S. Coast Guard

3.0 GOVERNMENT FURNISHED RESOURCES.

The Government will provide the following property and information to the Contractor for work required under this task order:

HSCG23-08-R-MMZ339 Attachment no. 3 4

3.1 The Coast Guard will provide all necessary facilities (work space, workstation, phones, fax, Internet access, etc.), information, documentation, and standards necessary to perform the task. This includes access to the Merchant Mariner Licensing and Documentation (MMLD) system.

3.2 The Government will provide access to Coast Guard subject matter experts that can answer questions for which answers are not available in published Frequently Asked Questions (FAQs) and other documents (see References).

3.3 The Contractor shall use Government furnished property only for the performance of work under this task order, and all government furnished property/information (GFP/GFI) shall be returned to the Government at the completion of this task order.

4.0 CONTRACTOR FURNISHED PROPERTY.

The Contractor shall furnish all facilities, materials, equipment and services necessary to fulfill the requirements of this task order, except for the Government Furnished Resources specified in the IDIQ contract PWS or PWS 3.0 and 5.0 of this work statement.

5.0 REQUIREMENTS.

The Contractor shall evaluate, screen, and process mariner applications for merchant mariner credentials in accordance with all references herein and in IDIQ contract PWS 6.0. The Contractor shall give greatest emphasis to renewal evaluations, and prioritize all evaluations on a First-In First-Out basis. Additionally, the Contractor shall: respond to mariner inquiries; perform data entry and retrieval; receive, process, and send mail; and manage electronic and hardcopy records and files.

5.1 Technical Evaluation Support. The Contractor shall provide technical PQE support services to the Coast Guard by evaluating mariner applications for merchant mariner credentials and other associated documentation.

5.1.1 The Contractor shall evaluate all mariner applications to ensure all security and regulatory requirements have been met and all application materials are accurate and complete in accordance with all references herein and in IDIQ contract PWS 6.0.

Note: Only Government personnel may approve and issue merchant mariner credentials. Merchant mariner credentials will not be issued until all requirements have been met and verified, and the mariner application has been approved and signed by the designated senior Government reviewer.

5.1.2 The Contractor shall determine if the applicants have the professional qualifications to perform the duties for the credentials for which the applicants have applied and meet suitability standards. This process includes, but is not limited to:

• evaluating against the documented standards (e.g. calculations of sea service, tonnage, routes served, required course/training completion certificates, and completed competence assessments);

• ensuring all basic application requirements are met (e.g. fees, drug test, character references);

• forwarding (when appropriate) an application to the medical branch for review; and,

• ensuring unique applications, such as non-resident alien applicants and batched school or academy applications, are processed in accordance with all references herein and in IDIQ contract PWS 6.0.

5.1.3 The Contractor shall be responsible for conducting mariner application evaluations in a timely, thorough, and accurate manner - resulting in credential issue rates consistent with USCG priorities to eliminate inventory and ensure timely completion of new evaluations.

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5.1.3.1 The monthly volume of incoming applications will steadily increase as the transition of RECs continues throughout 2008 (see transition schedule in IDIQ contract PWS 1.2). The Contractor shall increase its production to keep up with increasing volume and reduce standing inventory – combined estimate of 4,000 to 6,000 evaluations per month will be required.

5.1.3.2 Once the reorganization is completed and standing inventory is eliminated the maximum is expected to remain relatively steady with only seasonal variations or temporary fluctuations such as those expected for renewal of international requirements.

5.1.3.3 Mariners may request numerous transactions in one application. Each transaction request may result in a different evaluation outcome. Each transaction request must be properly evaluated and shall result in documentation that reflects one the following outcomes:

• Approval

• Denial

• Approved to test

• Awaiting information

• Requires Medical Evaluation

For each outcome above that does not result in immediate issuance of a credential, the Contractor shall continue the evaluations as information is obtained and track the evaluation until completion.

5.1.3.4 The Contractor shall evaluate each application within 24 hours (i.e. one (1) business day) of assignment. When an evaluation leads to “approved to test”, “awaiting information”, or “requires medical evaluation”; cycle-time measurement will be suspended until information is received to finalize the evaluation.

5.1.3.4.1 If unable to complete any evaluation within five (5) business days, the Contractor shall advise the USCG reviewer of the circumstances surrounding the delay.

5.1.4 The Contractor shall forward completed evaluations and draft credentials to government reviewers for approval (electronically and/or in paper format); the Contractor shall recommend denial when appropriate.

5.1.5 The Contractor shall maintain positive control of all files until turned over to a Government reviewer.

The Contractor shall locate and produce any file within its control within one (1) hour of request and that location shall be identified in the government’s data base.

5.1.6 The Contractor shall respond directly to mariner inquiries regarding application questions, problems and concerns. The contractor will utilize the Merchant Mariner Licensing and Documentation (MMLD) system, all references contained in both the IDIQ Contract PWS and this PWS, and knowledge and skills obtained on the job to resolve the mariner’s question/issue and facilitate the issuance of mariner credentials. This shall include, but may not be limited to, receiving and providing technical responses to email, fax, and telephone queries.

5.1.7 The Contractor will support NMC response to congressional inquiries and Mariner appeals by conducting research to adequately respond to the request and providing all information to the Government reviewer.

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5.2 Administrative Evaluation Support. The Contractor shall provide administrative and clerical support services including, but not limited to, data entry and retrieval, receiving, processing and sending mail, and managing electronic and hardcopy records and files.

5.2.1 The Contractor shall prepare all drafts of applicable mariner credentials and formal correspondence in response to mariner applications.

5.2.1.1 The Contractor shall perform administrative functions in support of the mariner examination program including: drafting “approved to test” correspondence, entering data on determination of required examinations into MMLD, issuing renewal examinations, grading multiple-choice renewal examinations, and recording examination data in MMLD.

5.2.1.2 The Contractor shall incorporate information from medical and security vetting branches along with the PQE requirements into one comprehensive response letter to the applicant.

5.2.1.3 The Contractor shall submit all correspondence to the PQE branch chief or designated Government reviewer for approval.

5.2.1.4 Upon Government release of signed correspondence (PWS 5.2.1.3), the Contractor shall prepare correspondence for mailing.

5.2.2 The Contractor shall enter all pertinent data and records into appropriate databases (including the MMLD system). All Contractor data entries shall be accurate and subject to inspection.

5.2.3 The Contractor shall follow-up on all applications awaiting information. The Contractor shall contact the mariner via phone, email or by drafting a letter for Government signature. Each “awaiting information” application shall receive monthly follow-up for 3 consecutive months. If no information is received from the mariner the Contractor shall recommend to the Government reviewer that the application receive no further action and make appropriate entries to MMLD.

5.2.4 The Contractor shall assist Mariners by answering inquiries concerning incorrect receipt, payment amounts and refund of payments for merchant mariner credentialing services, including those processed through Pay.Gov. The Contractor shall adhere to all applicable “user fee” guidance and policies, to include 46CFR10.110. Currently these requests occur in less than 1% of the applications received at the NMC.

5.2.5 The Contractor shall attend and participate in team and on-the-job training to ensure that appropriate policy guidance is properly conveyed to all employees in order to achieve and maintain a high level of proficiency in Coast Guard and STCW professional mariner qualification evaluations.

5.3. Mission Management System.

5.3.1. The Contractor shall adapt to changes driven by the MMS.

5.3.2. The Contractor shall provide recommendations for continuous MMLD Program improvement opportunities.

6.0 REFERENCES.

See IDIQ contract PWS.

7.0 DELIVERABLES.

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The Contractor shall consider items in BOLD as having mandatory due dates.

ITEM PWS DELIVERABLE / EVENT DUE BY

1 1.10 Kick-Off Meeting Not later than five (5) business days after award.

2 1.10;

1.11 Draft Contractor Project Plan

Not later than Kick-Off Meeting.

Government will review and accept/reject within three (3) business days after receipt.

3 1.10;

1.11 Final Contractor Project Plan

Not later than three (3) business days after Kick-Off Meeting.

Government will review and accept/reject within three (3) business days after receipt.

4 1.12 Progress Reports Monthly. Not later than the 5th business day of the following month.

Government will review and accept/reject within three (3) business days after receipt.

5 5.1 Evaluation of Applications As required.

6 5.1.2 Requests for medical evaluations As required.

7 5.2.1 Official Government Correspondence and Documentation

As required.

8 5.2.2

MMLD Entries As required

9 5.2.3 Awaiting Information Follow-Up Recommendation As required.

10 5.3 Continuous Improvement Recommendations As identified.

Note: PWS 8.0 begins on the next page.

8.0 PERFORMANCE REQUIREMENTS SUMMARY (PRS).

The PRS table below reflects the deliverables considered by the Coast Guard to be most important for the successful performance of this task order. This includes the expected standards of performance and positive or negative incentives.

PROFESSIONAL QUALIFICATION EVALUATION SUPPORT SERVICES

FOR THE U.S. COAST GUARD, NATIONAL MARITIME CENTER

Objectives Required Service Performance Standard Incentives (positive or negative)

1. Timely receipt of all documents

Provide final draft of all documents on time.

(PWS 7.0)

100% on time delivery. If the Contractor fails to meet the performance standard, the results may be reflected in the Contractor’s performance evaluation for the Task Order.

2. Timely PQE of mariner applications

The Contractor shall conduct all evaluations in a timely and thorough manner resulting in credential issue rates consistent with quota requirements (PWS 5.1.3.4)

Evaluations shall be completed within 5 business days of assignment. Evaluations that result in “awaiting information”, “approved to test” or “referred to medical” are considered complete for this measure.

When information is received to finalize the evaluation the Contractor shall finalize the evaluation within 5 business days.

If the Contractor fails to meet the performance standard, the results may be reflected in the Contractor’s performance evaluation for the Task Order.

3. Accurate PQE evaluations, and drafting of mariner credentials.

The Contractor shall ensure all evaluations and drafting of mariner credentials are performed accurately and in compliance with the references in IDIQ contract PWS 6.0.

(PWS 5.0)

No merchant mariner credential is issued erroneously due to inaccurate evaluation, data entry or inaccurate draft preparation of mariner credential

If the Contractor fails to meet the performance standard, subsequent task orders may not be awarded for PQE.

PROFESSIONAL QUALIFICATION EVALUATION SUPPORT SERVICES

FOR THE U.S. COAST GUARD, NATIONAL MARITIME CENTER

Objectives Required Service Performance Standard Incentives (positive or negative)

4. Accurate MMLD entries

The Contractor shall ensure all data entered into Coast Guard databases and MMLD system is accurate and consistent with the information provided in the source documentation (PWS 5.0)

100% accurate entries into

MMLD

If the Contractor fails repeatedly to meet the performance standard, the results may be reflected in the Contractor’s performance evaluation for the Task Order.

5. Proper accounting for all mariner applications and files

The Contractor shall maintain positive control over all mariner files and applications assigned and demonstrate the ability to locate a file per it’s location designation in MMLD

100% Compliance within 1 hour of request.

If the Contractor fails to meet the performance standard, the results may be reflected in the Contractor’s performance evaluation for the Task Order.

6. No unauthorized disclosure of Privacy Act or sensitive information.

The Contractor shall safeguard all Privacy Act and other sensitive information and materials in accordance with federal law and U.S. Coast Guard policy and regulations (PWS 1.16)

Zero incidents. A progressive series of reductions will apply for each documented incident that results in the unauthorized disclosure of privacy information to unauthorized personnel. For the first incident, a $5,000 reduction will apply. For any and each subsequent incident, the Government reserves the right to impose a $10,000 reduction or terminate the Task Order.