RFP_HSTS07-09-R-00134_071009.doc

Request for Proposal HSTS07-09-R-00134

Transportation Security Administration

TSO UNIFORM PROGRAM

Request for Proposal

RFP No. HSTS07-09-R-00134 July 10, 2009 Transportation Security Administration

Office of Acquisition

200 West Parkway Drive

Egg Harbor Township, NJ 08234

Table of Contents Section A – STANDARD FORM 1449

Section B – CONTINUATION OF SF 1449

SECTION A – EXECUTIVE SUMMARY

A.1 Type of Contract/Duration

A.2 Contract Coverage

A.3 Contract Objective

A.4 Kissell Amendment Compliance Link

A.5 Line Item Quantity Clause

SECTION B - SUPPLIES OR SERVICES AND PRICES/COSTS

B.1 Contract Minimum/Maximum B.2 Note to Offerors

B.3 General Description – Contract Line Item requirements

SECTION C – STATEMENT OF WORK

C.1 Introduction

C.2 Personnel, Materials, Supplies

C.3 Statement of Work

SECTION D – PACKING, PACKAGING, AND MARKING

D.1 Packaging, Packing, and Marking

SECTION E - INSPECTION AND ACCEPTANCE

E.1 Inspection and Acceptance

E.2 Responsibility of Supplies

SECTION F - DELIVERY

F.1 Delivery Requirements

F.2 Time of Delivery

F.3 Place/Method of Delivery

F.4 Transition Plan

F.5 Pre-Production Product Samples

F.6 Order Tracking

F.7 First Article Testing

F.8 First Article Approval – Government Testing

F.9 F.o.b. Destination

F.10 Responsibility for Supplies

SECTION G - CONTRACT ADMINISTRATION DATA

G.1 Authorized Users

G.2 Contracting and Administration Authority

G.3 Contract Management

G.4 Administrative Matters

G.5 Ordering Procedures

G.6 Submission of Invoices

G.7 Preparation of Invoices

G.8 Additional Invoice Preparation Instructions

SECTION H – SPECIAL CONTRACTING PROVISIONS

H.1 Post Award Conference

H.2 Key Personnel (April 2006)

H.3 Publicity

H.4 Interrelationship of Contractors

H.5 Contractor Responsibilities

H.6 Sensitive Information Requirements

H.7 Additions by the Government

H.8 Special Measurement Items

H.9 Contractor Staff Training

H.10 Treatment of Confidential Business Information

H.11 Insurance

H.12 Establishment of Screener Allotments

H.13 Preference for Domestic items

Section I - CONTRACT TERMS AND CONDITIONS

Clauses in Full Reference

I.1 Prohibition on Contracts with Corporate Expatriates

I.2 Organizational Conflict of Interest

I.3 Contracting Officer’s Technical Representative

I.4 Place of Performance

I.5 Solicitation Provisions Incorporated by Reference

I.6 Clauses Incorporated by Reference

I.7 Contract Terms and Conditions

I.8 Contract Terms & Conditions To Implement Statutes or Executive Orders

I.9 Ordering

I.10 Option for Increased Quantities

I.11 Option for Increased Quantities, Separately Priced Line Items

I.12 Option to Extend the Term of the Contract

I.13 Type of Contract

Section J – Solicitation/Contract Exhibits or Attachments

Section K – Representations. Certifications and Other Statements of Offerors

Section L – Instructions, Conditions and Notices to Offerors

Section M – Evaluation Factors for Award

CHAPTER A – STANDARD FORM 1449

Offeror to complete blocks 12, 17, 23, 24, & 30

Excluding Attachments

July 10, 2009

HSTS07-09-R-00134

Grace Kelly B. TELEPHONE (No Collect Calls) 609-813-3362

8. OFFER DUE DATE/

LOCAL TIME (EST)

Aug. 10, 2009 10 a.m. EST

INFORMATION CALL

DESTINATION UNLESS

12. DISCOUNT TERMS

SEE SCHEDULE

UNDER DPAS (15 CFR 700)

IFB

(RFP

DEPARTMENT OF HOMELAND SECURITY

OFFICE OF ACQUISITION – FAMS Contracts & Procurement Division

200 WEST PARKWAY DRIVE - SUITE 300

EGG HARBOR TOWNSHIP, NEW JERSEY 08234

FACILITY

TO BE SPECIFIED ON INDIVIDUAL ORDERS

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN OFFER

SEE ADDENDUM

19.

ITEM NO,

20.

SCHEDULE OF SUPPLIES/SERVICES

21.

QUANTITY

22.

UNIT

23.

UNIT PRICE

24.

AMOUNT

See Schedule

(Attach Continuation Sheet as Necessary)

X a. solicitations incorporate by reference and are attached. Addenda ( are are not attached.

27b. contracts/purchase orders incorporate by REFERENCE IS attached. Addenda are are not attached.

28.

AWARD OF CONTRACT: REFERENCE OFFER DATED . YOUR OFFER ON SOLICITATION (BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE SET FORTH HEREIN, IS ACCEPTED AS TO ITEMS:

Grace P. Kelly

CONTINUATION OF SF 1449

SECTION A – EXECUTIVE SUMMARY

A.1 Type of Contract/Duration

The contract will be an Indefinite Delivery Indefinite Quantity (IDIQ) type of contract against which firm fixed price Delivery Orders will be issued. The contract will consist of a base year, extending one full year from the date of contract award, and two (2) additional one full year options, for a potential total contract duration of three (3) full years from the contract award date.

A.2 Contract Coverage

The purpose of this Indefinite-Delivery, Indefinite-Quantity (IDIQ), type contract is to provide the Transportation Security Administration (TSA) with the ability to support uniform requirements as follows:

Provide full service Uniform support to all TSA Transportation Security Officers (TSOs), including manufacturing, inventory control, security control, distribution, initial uniform distribution upon hiring, replenishment uniforms support, online ordering mechanisms and acceptance of payments.

Provide management services to ensure a successful program that supports the TSOs in a cost effective and efficient manner.

Provide process improvement initiatives to continuously improve the quality of goods and services provided.

Develop and utilize a network of small businesses as team members and/or subcontractors that meet or exceeds TSA’s small business subcontracting goals as identified in this requirement.

A.3 Contract Objective

The overall objective of this action is to award one IDIQ contract against which delivery orders can be placed to satisfy all uniform requirements in accordance with the statement of work and specifications.

( Provide all uniform items (except for metal badges) for all Transportation Security Officers (TSOs) per solicitation/statement of work/specifications/commercial item descriptions which are included.

( Manufacture or acquire all items for the TSA TSO Uniform Program. Assure quality control in the manufacturing process.

( Effectively assure high level contract quality control in the manufacturing process in accordance with 52.246-11.

This uniform requirement for Transportation Security Officer (TSO) personnel is a high priority that directly supports TSA’s operational mission.

A.4 Section 604 of the American Recovery and Reinvestment Act (ARRA) of 2009 (Public Law 111-5)

Pursuant to section 604 of the American Recovery and Reinvestment Act (ARRA) of 2009 (Public Law 111-5), only items grown, reprocessed, reused, or produced in the United States, or countries that have trade agreements with the United States that apply to TSA may be acquired. Because trade agreements between the United States, Mexico, and Canada (NAFTA) as well as the United States and Chile apply to TSA, a “domestic product” for this procurement includes products from Mexico, Canada, and Chile. Products not grown, reprocessed, reused, or produced in the United States, Mexico, Canada or Chile may not be acquired, irrespective of price differential.

A.5 Line Item Quantity Clause

The Government contemplates the award of a Fixed Price, Indefinite-Delivery-Indefinite-Quantity (FFP/IDIQ) type contract for the supplies described in Section B of this solicitation. Orders will be placed under this contract via a contract modification and/or delivery order signed by the Contracting Officer. Any quantities not ordered under a line item will be rolled over and available for the following option periods.

(End of Section A) SECTION B – Supplies and Services and Prices/Costs

Section SF 1449 - CONTINUATION SHEET B.1 Contract Minimum/Maximum (a) The minimum value of the first delivery order will be $ 400,000.00 for the government-funding only. The estimated maximum value for the base year is $32,000,000 for the government-funding only. Orders beyond the minimum will be determined by user needs. At the completion of the base year, the Contracting Officer will determine if exercising the options best fulfills the Government’s needs, and thus exercising of options beyond the base year are at the discretion of the government.

(b) The specific products and quantities will be identified on each Delivery Order issued under the base contract or subsequent options.

(c) The exercise of an option does not re-establish the contract minimum/maximum; award of those options are at the unilateral discretion of the Government.

(d) The maximum value of this contract is $98,000,000.00 (for the government-funding only) is established for the contract in total, including all option years. The minimum value of this contract will be $ 400,000.00. Orders beyond the minimum will be determined by user needs.

(e) Funding for each specific Deliver Orders (DO) will be placed via the DO in question and signed by the Contracting Officer.

(End of Clause)

B.2 Note to Offerors

Prices are to be based on F.O.B. destination only. Offerors are requested to submit prices based on estimated quantities reflected. Offerors will be evaluated at the maximum quantities specified. The Government reserves the right to make an award on initial offers received; therefore, the best offer should be submitted.

Offerors shall offer unit prices for the base and two option terms (years). Acceptance of the option provisions contained herein for all items is mandatory. Offers that do not include acceptance of the option provisions or do not contain offers on the options will be considered unacceptable.

(End of Clause)

B.3 General Description Prices for the line items shall include the full cost of item including shipping and other associated charges (End of Clause)

BASE PERIOD OF PERFORMACE:XX/XX/XX-XX/XX/XX

Total Price for all proposed items:

OPTION YEAR ONE:XX/XX/XX-XX/XX/XX

Total Price for all proposed items:

OPTION YEAR TWO:

Total Price for all proposed items:

(End of Section B) SECTION C – Description, Specifications and Statement of Work

C.1 Introduction

This contract shall provide full service support and a variety of uniform items to support TSA/TSO personnel.

C.2 Personnel, Materials & Supplies The Contractor shall provide all personnel, materials and supplies, except as otherwise specified in this contract necessary to perform the work and furnish the items as specified in Section B of this contract in accordance with documents referenced in Section J. These documents include, but may not be limited to the Statement of Objectives/Statement of Work and Specifications located at Section J of this solicitation and the resulting contract.

C.3 Statement of Work /Statement of Objectives

GENERAL SCOPE

TRANSPORTATION SECURITY ADMINISTRATION

UNIFORM ACQUISITION

A. Manufacturing or Acquiring Uniform Items

Objective #1: Provide all uniform items (except for metal badges) for all Transportation Security Officers (TSO’s) per contract specifications/commercial item descriptions.

Objective #2: Manufacture or acquire all items for the TSA TSO Uniform Program. Assure quality control in the manufacturing process.

Objective #3: Effectively assure high level contract quality requirement in the manufacturing process.

The business partner (successful offeror/contractor) shall be capable of both manufacturing program items and acquiring program items from other manufacturers. The business partner shall demonstrate full operating capability within 180 days of the contract award or sooner. The partner shall determine which source to use based on the best value combination of a fair and reasonable price, superior quality, and timely delivery. The business partner shall demonstrate expertise as a manufacturer and experience in sourcing product from other manufacturers. All further references to ‘business partner’ references the successful offeror/contractor.

The business partner shall submit a Quality Assurance Plan. The plan shall demonstrate the business partner’s process to maintain consistent quality control procedures for both manufactured products and acquired products. These procedures should include inspections during the manufacturing process, insuring fit consistency, color controls, and laboratory testing. The business partner will show expertise in providing products that meet quality standards based upon contract specifications. The partner’s quality control and quality assurance procedures should result in over 99% of all items shipped being defect free. The business partner shall define a performance metric to measure the frequency of defective products delivered to TSO’s.

The business partner’s Quality Assurance Plan shall include conformance with consumer product safety commission and/or other Federal Government standards or guidelines for known carcinogens, irritants, and allergens that are used in or by-products of the manufacturing process. Initial test reports from independent third party testing labs should be provided before full-scale production of any current or future item begins, and subsequent testing of random samples from warehouse stocks should be conducted annually. Additionally, testing may be required for TSO worn uniform items if excessive irritation/allergies are reported. This testing may be conducted in conjunction with the annual tests, or more frequently if required. All test reports shall be provided to TSA.

B. Supply Chain Management

Objective #4: Provide inventory control and management, warehousing and tracking of inventory to ensure secure storage and timely delivery. The business partner should have an established distribution process and a quality control/quality assurance program.

Objective #5: Provide shipping, handling and delivery of all goods by traceable means directly to TSOs at their duty location.

Objective #6: Effectively manage/balance inventory with customer demand.

The business partner must demonstrate experience and expertise in forecasting the sales demand for each item in the uniform program. This forecast should become the basis for an inventory plan for each product. The inventory plan addresses such issues as where the item is sourced, size and frequency of ordering inventory, and the amount of safety level inventory maintained “in stock” (provide estimated dollar value). The business partner should incorporate time tested, state-of-the-art software technology to assist in this complex task. The business partner must have the financial capacity to maintain the appropriate levels of inventory to meet target delivery time requirements. The business partner must have security plans, processes and procedures in place to minimize losses due to pilferage or theft throughout the entire supply chain. Losses of items with emblems or patches, the emblems or patches themselves, and rank insignia (shoulder boards) must be reported to TSA in the monthly reports.

Distribution centers (DC) with sufficient square footage and performance capacity to perform a contract of this magnitude must be currently in operation. The distribution center must incorporate modern processes to ensure a fair and reasonable cost and designated production lead-time delivery of orders. The DC must be organized to fulfill relatively small, individual TSO orders. The DC personnel must exhibit an expertise in managing transportation services to ensure low cost and fast delivery of orders. The DC must have quality control/quality assurance processes that identify both defective products and order processing errors. Finally, the DC should have garment alteration capabilities that include emblem attachment, embroidery, pant hemming, pant striping, and nameplate engraving.

C. Order Management Objective #7: Establish and coordinate the entire ordering process beginning with the placement of each order through the distribution cycle.

Objective #8: Provide a secure, automated web-based ordering process/ e-commerce solution, including an on-line ordering process that allows TSO’s to create and utilize a unique password to place orders.

Objective #9: Establish procedures for the management of new hire orders, annual government allowance orders, returns, backorders, and other special orders with ability to view more detailed levels such as TSO names, airports tied to backordered items, and replenishment or stock procurement status.

Objective #10: Provide employees with a secure web site inclusive of a web based catalog, pricing, ordering, item availability and customer comment card. E-mail comments from customers to contractor should automatically copy furnish TSA.

Objective #11: The e-commerce solution shall provide individual uniform accounts with annual government allowance initial posting, balance information, order tracking, size and ordering history, on-line ordering, and final/annual allowance accounts closeout. Employees shall also be able to use personal funds for on-line website ordering via the web-based catalog. The funds must be segregated from regular government allowance funds, but an order may combine personal funds with a government allowance funded order if needed to fully pay for the order. State sales taxes will only apply to the personal funded portion of an order.

TSA TSOs must be able to submit orders to the business partner either directly through a web site or by fax to be entered by a customer service representative. Order forms must contain enough detail to ensure TSOs can select proper sized garments based on descriptions and instructions provided by the vendor. The business partner shall have a proven, automated order management computer system that has the following capabilities. The system must be large enough to handle a minimum of 60,000 individual TSA TSO accounts and an estimation of 450 authorized ship-to addresses. The system must be able to accommodate either employee allowances (specified dollar amount) or employee allotments (specified number of garments). Master files shall be maintained for each employee that include job classifications, uniform items approved for that employee, shipping information, allowance balances, and order and size histories. The ordering system shall serve as a database for the TSA web site and shall serve as a database for TSA reporting requirements. Finally, the business partner must demonstrate an understanding of year-end procurement/budget processes that ensure segregation of funds, allowances, and ordering activities between government fiscal years. Providing separation of activity between fiscal years is critical as the new government year begins each October 1.

A dedicated on-line web site designed exclusively for use by TSA TSOs will be launched and maintained. The web site will have the following capabilities:

1. On-line ordering

2. Real time tracking of government allowance balances

3. Product information including photos, descriptions, size scales, care instructions, and warranty information

4. Order tracking through links with FedEx, UPS, or other shipper web sites. All individual TSO orders must be shipped and tracked separately by traceable means. Consolidated packaging is not permitted.

5. A reference section for order and size histories

6. Automated email confirmations of order receipt and order shipments

7. Use of personal funds in combination with allowance dollars (which may vary) to pay for orders, while effectively segregating these funds for auditing purposes.

8. Communication abilities including on-line customer comment cards and surveys, email capabilities, and a news bulletin board.

9. Security provided through unique account numbers and passwords. Security for sensitive information such as credit card numbers which are transmitted across the internet.

10 Orders are to be shipped only to any of the approximate 450 authorized airport duty locations for each TSO, not shipped directly to an individual’s personal address. These locations will be provided to the successful offeror after contract award.

The business partner shall maintain a process for securing and processing uniform orders for newly hired TSOs. Orders shall be obtained at the employee’s job orientation. The orders should be entered into the business partner’s order management system within 24 hours of receipt. The order shall be shipped within five (5) business days of receipt of the order and notification provided if backorder exists. Due to the critical nature of providing uniforms to new employees, these orders should be given priority for shipment.

The business partner will supply fitting kits with sizing instructions, cloth measuring tapes, and other materials needed to assist each new hire in ordering the correct size. It is anticipated that approximately 3,000 fit kits will be required initially, and a similar quantity annually for the duration of the contract. Fit kits will initially be distributed to airports designated by TSA, with subsequent replenishments ordered by the airport administrative officers or designees. (Distribution and collection of fit kits at the orientation will be the responsibility of the government.)

D. Customer Service

Objective #12: The business partner shall maintain a customer service / help desk during normal business hours of 8:00am to 5:00pm EST on normal business days. All shipments shall contain a Customer Service Report Card for each TSO to complete and return.

Objective #13: Effectively assure customer satisfaction in the product lines.

Objective #14: Implement a made-to-measure/special measurements program for employees that cannot wear standard dimension uniform garments.

Objective #15: Provide efficient and courteous customer service, including receiving and resolving complaints. Customer assistance shall include fitting instructions, comfort, proper accessories, back order issues, late deliveries, problems regarding allowance account balance information and resolution of other problems that arise.

The business partner shall maintain a customer service call center that can input faxed orders, process returns, assist with fittings, provide TSA program information, and is empowered to resolve customer problems. The customer service representatives (CSRs) should be trained and experienced in working with government contracts. A lead CSR should be designated as the TSA program customer service expert. Customers must be able to contact CSRs via toll free phone numbers, toll free fax lines, email, and the web site.

The customer service call center shall operate during normal business hours, 8:00am to 5:00pm EST on normal business days, but it should have the capability to expand hours to meet peak demand periods. The business partner should demonstrate training programs for the CSR’s. In order to provide superior customer service, the business partner should demonstrate the use of technology in the call center.

The business partner shall ensure customer satisfaction with products and services through the following efforts. CSRs will be provided tools and training to resolve customer problems. They will elevate problems to the appropriate person within the business partner’s organization to achieve resolution of more complex issues. Customer satisfaction will be monitored with both comment cards inserted in shipments and on-line comment cards. Regular meetings should be scheduled between TSA program management and business partner management. The business partner will define a performance metric to measure customer satisfaction. A report on returned items, complaints and comments (to include resolution) will be required monthly.

The business partner shall provide a fitting plan to ensure that uniforms fit and that there is a process for refitting and ensuring that ill fitting uniforms are corrected or replaced. Fitting assistance should be provided by the business partner to TSO’s through these efforts. CSRs should be trained to answer TSOs’ questions. Individual TSO’s size histories shall be maintained on the web site. Also, size scales and garment dimension charts for each product shall be available on the web site. Fitting kits are to be provided at orientations for new hires which include fitting instructions. A prepaid return address label and return instructions shall be provided in every shipment to facilitate returns when garments do not fit. TSOs may return items as often as needed until they receive a proper fitting garment. If standard/stocked sizes do not fit correctly, the made-to-measure/special measurements program will apply.

The business partner shall have a made-to-measure/special measurements program to provide uniforms for individuals that cannot wear stock pattern garments. A form shall be provided that instructs the employee to provide a series of measurements. From the measurements a unique pattern will be created by the business partner to produce the required uniform. The business partner shall state a timeframe within which the uniform can be delivered. Pricing for made-to-measure/special measurement items shall be the same as the comparable stocked items.

Returns may be made subject to the product warranty. Every shipment will contain return instructions and a pre-paid address label to facilitate returns. A dedicated staff at the distribution center will process returns in a timely manner and will quality inspect all garments before returning them to inventory. Credits resulting from returned items will quickly be issued to TSA program or employee accounts to reflect the revised allowance balances. The business partner shall have a process to assign reasons for the returns. A report will be provided showing the returns by reason monthly. Returns of defective/unusable items must culminate in the documented (and witnessed) destruction of all TSO emblems, patches and rank insignia (shoulder boards). Destruction must be accomplished so as to render the emblems, patches and rank insignia unable to be reassembled, and may include shredding, burning, or cutting into multiple pieces.

E. Change Management

Objective #16: Provide professional services for designing new uniform items and redesigning existing uniforms.

Objective #17: Provide processes to effectively manage introduction of new uniform items and termination (or changes) to existing uniform garments. Due to TSA’s needs for rapid response to changes, the business partner must be able to state and meet response times which meet TSA’s needs. New items not currently on the uniform contract, but desired in the new contract include navy blue rain coats with TSA lettering and emblems silk-screened (so as not to compromise waterproofing) on the back, arm and chest, multiple varieties of shoes and boots, all black with no adornments that cover the entire foot and have heel heights no greater than two inches, and black leather gloves with lining. Any additional items will be evaluated and deemed quality proficient and then be added to the contract via negotiations between the parties after a cost fair and reasonableness determination by the Contracting Officer. It is anticipated that these items will be purchased by TSOs with allowance or personal funds, or bought by airports with government p-cards for special missions (that is, they will probably not be issued to 100% of the workforce). Additionally, there may be a requirement for specialty items that may be worn by color or honor guards. These may include specialty headgear, white gloves, aiguillettes, ascots, corfam or patent leather-like shoes or belts, and other ceremonial-type clothing and equipment. Flexibility is required to add new line items after award. A statement of work will be provided when the requirement is needed. Additionally, TSA intends to migrate to this contract additional uniforms required for other employees who are not TSOs. These include but are not limited to Transportation Security Inspectors, Federal Air Marshals, canine, etc.

Objective #18: Provide procedures to implement new products, respond to defective products and discontinue products. Configuration control functions will be performed to ensure form, fit and function are maintained and that specifications are followed consistently and not modified without customer approval.

The business partner will identify the ability to serve as the expert on TSA uniform components. The partner shall maintain the staff capable (for example, Inventory Management, Technical/Quality, Contracting Officer, Contract Specialist) of product design and development. The business partner should demonstrate an understanding of the need for continuous change. A plan shall be defined to proactively present opportunities for process and product improvements to the TSA TSO uniform program.

The business partner should demonstrate an understanding of the issues created by the introduction of new products into the program or the discontinuation of products from the program. These issues should include assessing the timing for product introduction and the resolution of existing inventory when a product is discontinued.

The business partner shall provide first article (pre-production) samples on every new item for TSA’s formal approval by TSA before stocking and selling any new item.

F. Contract Transition

Objective #19: Effect an orderly transition from the current incumbent contractor to the follow-on business partner without delay or disruption to daily operations. This transition period shall last between 60 and 120 calendar days.

Objective #20: Effect an orderly transition from the business partner to the subsequent follow-on business partner without delay or disruption to daily operations.

The business partner shall provide a complete and well reasoned plan that describes the transition from the current vendor(s) (prime and subcontractors) and includes the take over and maintenance of employee uniform accounts, transition of employee accounts at the end of the contract and a seamless interface and maintenance of the TSO uniform website.

The transition period will begin when the new contract is awarded. The following must be accomplished during the transition period.

1. Product must be received into the distribution center in sufficient quantities to operate the program.

2. The Government reserves the right to request First Article Test Samples of any uniform item under the contract for evaluation and approval for full production. All first article samples will be required to be submitted to the Government no later than 30 day after award for approval. After First Article approval, item(s) must be available to be ready for delivery within 45 days after approval. Further terms and conditions will be discussed with the awardee

3. The web site shall be made operational.

4. The ordering system shall be operational with individual accounts for each employee with their allowance balance established.

5. Post award discussions will take place within 10 days after award to discuss contract start-up. This meeting may also include a final product review and approval of any proposed first article samples before production begins.

Following performance of this contract, the awardee shall be available to assist the transition to the new awardee of any follow-on contract. The incumbent (awardee of this solicitation) shall propose a recommended calendar of events needed to facilitate the transition. The key personnel of the incumbent shall be available to any new awardee for a period of 90 days to provide transitional guidance. Remaining inventory and supplies may be offered for sale at a price to be negotiated between the contractors, if agreeable to both parties, and a transfer of information from the database may take place. Notice to the Contracting Officer and COTR shall be made for any contractor agreements.

All items with TSA emblems or patches, or the emblems or patches themselves, and all rank insignia (shoulder boards) must either be sold to the follow-on contractor or destroyed by the current contractor. The sale or destruction must be documented and certified to TSA.

G. Program Management

Objective #21: Provide standard procedures for invoicing, refunds, credits, exchanges, deliveries, lost deliveries, billing processes, compliance with quality assurance reviews, maintaining employee privacy and customer service. Invoicing shall be by uniform sets for new hires unless orders are incomplete, then the items shipped can be invoiced by item. However, invoices shall be submitted for payment no more frequently than twice per month.

Objective #22: Effectively manage warranties and product returns in accordance with policies for most favored commercial accounts.

Objective #23: Simplify reporting processes for scheduled and on-demand reports to support program management.

Objective #24: Serve as a consultant to TSA regarding standard industry practices including fabrics, alternative products, manufacturing advances, and process improvements.

Objective #25: Provide base patterns and Pantone Matching System (PMS) colors, developed for this contract, to the Government/TSA for use in future procurements upon contract completion.

The business partner/awardee will provide the following elements as their program management plan:

1. Key personnel will be named along with their qualifications to manage the TSA TSO uniform program.

2. The product warranty policy will be defined.

3. Objectively measured performance metrics will be defined.

4. A security plan will be established which both ensures the security of the uniform components and defines plans to mitigate risks inherent to the operation of the program. The risk mitigation plan shall address such issues as loss of facilities, loss of key personnel, and non-performance by subcontractors.

5. Qualifications to serve as a program consultant to TSA will be defined.

6. Standard reporting will be defined and a schedule listed. The ability to provide “on-demand” specialized reporting will also be defined. The invoicing process will be explained.

7. A financial plan will be established to ensure financial capability to carry adequate inventory to meet the required performance metrics and accounts receivables.

8. Base patterns will be defined by the offeror in his proposal and provided to TSA along with PMS colors information within 120 days of approval of any first article samples.

9. A master subcontracting plan will be defined to achieve the socio-economic goals outlined in the solicitation.

H. Reports and Performance Metrics

TSA is seeking to award a contract to a business partner where that partner serves as a supplier and service provider rather than simply a supplier of uniforms. This business partner should be an expert program manager and integrator focused on customer satisfaction as measured by the following performance metrics:

1. Individual Order Shipping Times: This standard measures the time that the contractor takes to ship an individual order to a specific TSO (customer). Acceptable performance is considered to be within 2 - 4.5 calendar days. Metrics for made-to-measure/special measurement items should be kept and reported separately.

2. Report Delivery: This standard measures the time that the contractor takes to deliver an individual report to the TSA Program Management personnel. Acceptable performance is considered to be within 4 – 8 business days after the end of the report period.

3. Orders Shipped Complete: This standard measures the number of orders free from backorder. Backorder is defined as an order for a specific product that, at the time it is originally received is unavailable for immediate shipping. Acceptable performance is considered to be greater than 80%.

4. Backorder Shipping: This standard measures the time that the contractor takes to ship an individual order to a specific TSO (customer) if the original order is placed on backorder. Acceptable performance is considered to be within 15 – 25 calendar days. Metrics for made-to-measure/special measurement items should be kept and reported separately.

5. Order Accuracy: This standard measures whether the product shipped in an individual order is the product ordered by the TSO (customer). A correct item is defined as the exact match of the ordered items to the shipped items by name, and/or part number, size and description. Acceptable performance is considered to be performance that is accurate greater than 99% of the time.

6. Defect Rate: This standard measures whether the product shipped in an individual order is free from defect. A defect is defined as an obvious or non-obvious deficiency, imperfection, fault or flaw in the material, workmanship or character of the product in such a way that the product as delivered could not be used for the particular purpose for which it is designed. Acceptable performance is considered to be performance that is free from defects greater than 99% of the time.

7. Emblem Accountability: This standard measures the accountability, losses, and destruction of TSA emblems, patches and rank insignia (shoulder boards).