Attachment_1_-_Global_HHG_Contract_(GHC)_PWS.pdf

DRAFT

HTC711-19-R-R004

Attachment 1 – Performance Work Statement (PWS)

PERFORMANCE WORK STATEMENT (PWS)

For

GLOBAL HOUSEHOLD GOODS (HHG)

CONTRACT (GHC)

APRIL 2019

Attachment 1 – Performance Work Statement (PWS)

1. DESCRIPTION OF SERVICES

1.1. Scope of Work. This requirement is for complete, global household goods relocation services as detailed in this Performance Work Statement (PWS). The Contractor shall provide all personnel, supervision, training, licenses, permits and equipment necessary to perform tasks as identified herein for household goods relocation transportation and warehouse services worldwide for DoD Service Members and civilians and U.S Coast Guard members (hereafter referred to as customer). Initiation of the Contractor’s relocation services shall begin upon receipt of a customer’s valid relocation requirement. The Contractor shall prepare, pickup, and deliver shipments for relocation transportation and storage, and shall deliver goods no later than the required delivery date (RDD). The Contractor shall assume all responsibility from the point of counseling to the point custody of shipment transfers to a customer.

The Contractor is responsible for providing: (1) move counseling for personal property (household goods, unaccompanied baggage and personally procured moves, as defined in the Joint Travel Regulation (JTR)); (2) booking the shipment for movement; (3) traffic management and administration, including customs clearance; (4) shipment packing and unpacking, loading and unloading; (5) in-transit visibility (ITV); (6) operation of secure storage facilities; (7) management of storage lots; (8) claims processing and resolution; (9) invoicing; (10) reporting.

1.2. Contractor Duties.

1.2.1. Personnel Administration.

1.2.1.1. Non-Disclosure Agreements (NDA). All Contractor personnel performing administrative functions in support of this contract shall sign a NDA prior to accessing any information pertaining to this contract.

1.2.1.2. Background Checks/Records. The Contractor shall ensure a background check is conducted (at Contractor expense) for all persons performing under this contract whose role(s) may involve interacting with a customer and/or handling or transporting shipments prior to engaging in any services identified herein. The Contractor shall provide employment records to Government upon request, to the extent allowed by law.

1.2.1.3. Workforce Requirements. The Contractor shall ensure all persons interacting with customers under this contract on and off base meet the specific requirements for local installation access as listed in DoD Manual

5200.08 (see https://www.esd.whs.mil). The Contractor shall ensure all employees remain qualified in their assigned duties. English shall be the only language used with regard to this contract for written correspondence, discussions and other business transactions. Smoking is prohibited in the customer’s residence or within 50 feet of personal property during all phases of shipment and storage. The Contractor shall ensure that all employees and sub- Contractors are free from possession and/or not under the influence of drugs or alcohol while in a customer residence or handling a customer’s personal property.

1.2.1.4. Customer Interaction. At least one crewmember, and/or warehouse employee where applicable, shall be fluent in English for the purposes of customer interaction, and all employees shall be clean and neat with identifiable uniform. The Contractor shall replace any individuals exhibiting unprofessional behavior when requested by the customer or a Government representative.

1.2.1.5. Driver Identification/Qualification Requirements. The Contractor shall ensure drivers who perform under this contract are legally qualified and licensed in accordance with local, state, federal, and foreign country or international laws.

1.2.2. Information Systems. The Contractor shall provide and maintain a web-based, mobile compatible information technology (IT) system able to manage complete household goods relocation services globally, and that customers can use to exchange information with the Contractor to coordinate their move. At a minimum, the system will provide shipment visibility data that will report the arrival or departure of the property from any transition point or storage facility location, the time, the status and estimated date of arrival at destination. All Contractor provided systems shall be accessible from a commercial or Government network using common browsers.

1.2.2.1. Systems Integration The Contractor shall integrate their system with Government-managed system(s) for the purpose of receiving customer relocation orders and shipment requirements. The Contractor shall provide a https://www.esd.whs.mil/

Attachment 1 – Performance Work Statement (PWS) web-based access portal for authorized Government users to enter or change the order data in the event the interface is not accessible. Orders shall include a matching acknowledgement back to the source system. Additionally, the Contractor shall provide an interface with access to all order, fulfillment, and status data associated with the contract based on the authenticated business partner's role. For example, an Army interface shall have access to all orders submitted by the Army, whereas USTRANSCOM will have access to all data. All data associated with the contract over its lifecycle shall be available based on agree-up query parameters for Government view or storage and to be used in whatever manner required by the Government (reference Appendix A, Transition Plan). The Contractor shall provide new records and updates to existing records as they are processed. If the data status interface is from a non-transactional source (e.g. data warehouse), new transactions shall be synced no less than hourly. The Contractor shall provide access to additional information as requested by the Government Representative.

1.2.3. Customer Support. The Contractor shall maintain a 24-hour, 7-day per week customer support capability for issues pertaining to a customer’s move. The Contractor shall staff the customer support capability such that customer wait times do not exceed 10 minutes.

1.2.4. Assurance & Process Improvement. The Contractor shall provide audit and quality systems documentation, and will support the Government assurance or audit activities regarding any process undertaken by the Contractor within the scope of work. The Contractor shall participate in Government-defined working groups and initiatives that are part of the personal property governance process.

1.2.5. Pre-Move Services.

1.2.5.1. Point of Contact (POC). The Contractor shall assign, during initial communication with each customer, a single POC responsible for coordination and communication throughout all phases of the move. The POC’s contact information shall be maintained throughout the entire shipment process and all associated actions are considered final.

1.2.5.2. Entitlement Verification/Counseling. The Contractor shall verify each customer’s shipping entitlement, and provide accurate entitlement counseling in accordance with all applicable US Government, DoD, Joint, Military Service-specific, and International regulations and instructions. The Contractor shall establish a contingency method for performing counseling for customers in remote locations, or customers who lack the ability to conduct a counseling via face-to-face communication or the internet. The Contractor shall establish contact with the customer within three (3) Government business days of receiving orders and customer contact information. The Contractor shall conduct counseling with the customer within seven (7) days of the customer requested counseling date.

1.2.5.2.1. PPMs. Reserved for future use.

1.2.5.3. Scheduling. Based on customer request, the Contractor shall schedule/book shipment relocation services with required packing, pickup, and delivery dates. The Contractor may provide an initial offer of spread dates for pickup and delivery during counseling and a firm booking after counseling as summarized below. The earliest start date for the delivery date spread is defined as the pickup date plus the transit time. The Required Delivery Date is defined as the last date in the delivery spread.

Customer Request Submission

Pickup Spread Delivery Spread Firm Booking

Provided at Counseling Provided within

>10 Government Business Days (GBD) from counseling submission to requested move date

Overlap with customer’s request and either the start/end of the spread within 3 working days of requested date and with

Overlap with the customer’s request and with either start/end of the spread within 3 working days of requested date and with none

3 GBDs from counseling date

Attachment 1 – Performance Work Statement (PWS) none outside of 7 days of customer request outside of 7 days of customer request

<= 10 GBDs from counseling submission to requested move date

Same as above Same as above 1 GBD from counseling date

1.2.5.3.1. Changes to Schedule. The Contractor shall accommodate all requests for a change of schedule that are received prior to delivery. Examples for changes to schedule may include: termination of shipment, rescheduling of pickup/delivery dates, diversion of shipment to a different destination, more than one pickup location for a shipment, more than one delivery location for a shipment, etc.

1.2.5.3.2. Cancellations. The Contractor shall accommodate shipment cancellation up to twenty-four (24) hours prior to scheduled packing/pickup without cost or obligation to the Government.

1.2.5.3.3. Installation Scheduling. The Contractor shall schedule all pickups and or deliveries in accordance with specific installation/facility requirements. Any delay due to personnel disqualification from specific installation access or failure to follow published access guidelines is considered an unacceptable delay.

1.2.5.4. Documentation. The Contractor shall prepare and retain accurate and legible documentation (written and/or electronic) which reflects the true condition of ALL property, to include annotation of all professional books, papers & equipment and required medical equipment within a shipment, as well as proof of performance for each step of the customer’s household goods relocation transportation and/or warehouse storage services as provided herein. The Contractor shall maintain a record of the location of all personal property shipments. Documentation shall include but is not limited to items such as weight estimates, inventory sheets, warehouse receipt, warehouse exception sheets, pickup and delivery confirmations, certified weight tickets, entitlement and any changes to such, customer notifications, record of loss and damage, claims, and record of all correspondence between Contractor and customer. The Contractor bears burden of proof against claims of all types (failure to perform, damage, loss, etc.).

The Contractor shall provide copies of all shipment documentation to the customer.

1.2.5.4.1. Weight Estimates. The Contractor shall provide the Government and customer weight estimates on all shipments. The estimate must be within 10% of the net weight as documented on the certified weight tickets.

The Contractor shall be responsible for weight-related costs 10% above the weight estimate.

1.2.6. Physical Move.

1.2.6.1. Inventory. The Contractor shall prepare all shipment inventories in accordance with International Organization for Standardization (ISO) Standard 17451. The Contractor shall separately weigh and annotate Professional Books, Papers & Equipment (PBP&E), and required medical equipment in accordance with regulation.

The Contractor shall ensure that electronic inventories provide customers with ability to view and contest exception markings and that they provided a duplicate unalterable and signed electronic copy prior to departing the residence.

1.2.6.2. Packing/Loading. The Contractor shall prepare, pack/unpack and load/unload all personal property so as to protect all real and personal property against loss and/or damage. The Contractor shall disassemble items only to the extent necessary for shipment and is responsible for subsequent reassembly of all original pieces.

1.2.6.2.1. Packing Materials. The Contractor shall use new packing and wrapping materials for all personal property packed in boxes, containers or cartons; except in the case where the customer has provided original or specially designed packaging that the Contractor has inspected and accepted as being as good as or better than new generic materials. The Contractor shall use furniture pads or other appropriate materials to wrap or protect all other items not packed in boxes, containers, or cartons. The use of any type of protective material does not reduce the level of Contractor liability for any items.

1.2.6.2.2. Accessibility. The Contractor is not required to remove/place property from/in an attic, crawl space or similar storage area and is not required to enter areas that: (1) are not accessible by a permanent stairway (ladders are not considered a permanent stairway); (2) are not adequately lighted; (3) do not have a finished floor; or

(4) do not allow a person to stand up erect.

1.2.6.3. Accessorials. The following accessorials require approval from the Government prior to performance.

Requests for approval shall be sent to the Quality Assurance Evaluator (QAE) at the responsible origin or destination of the shipment, as applicable.

1.2.6.3.1. Crating. Reserved for future use.

1.2.6.3.2. Shuttling. Reserved for future use.

1.2.6.3.3. Bulky Items. Reserved for future use.

1.2.6.4. Restricted Items. The Contractor shall not knowingly provide service for any item defined as restricted by law, policy or agency of the U.S. or any foreign entity in an international point-to-point move.

1.2.6.5. Preparation of Shipments for Non-Temporary Storage (NTS). The Contractor shall prepare and load property going into NTS in containers at residence for shipment to NTS and only remove necessary items from crates at the warehouse that require specialized placement or protection to ensure no change in condition while in

NTS.

1.2.6.5.1. All cartons and wrapping material shall be new and adequate for the use employed (reference 1.2.4.1). After packing, cartons must be closed and sealed by taping lengthwise at all joints. Cartons shall have a minimum average bursting strength of 200 pounds per square inch and dish packs shall have a minimum average bursting strength of 350 pounds per square inch. Cartons should be stacked in an upright position to minimize crushing, with the exception of mattress cartons. Plastic containers (Tote or similar) and similar types of containers shall not be used. However, if items are packed by the customer in plastic or similar type containers, the Contractor may pack these containers in an approved carton.

1.2.6.5.2. Linens, towels, bedding, draperies, and other items of this type shall be packed into wardrobe type cartons and be completely sealed. Clothing shall not be stored in closet bags. Hangers must be removed from clothing packed in flat wardrobes.

1.2.6.5.3. All mattresses and box springs, except those in hide-a-beds and/or sofa beds, must be placed in cartons and completely sealed.

1.2.6.5.4. Upholstered furniture, to include wicker and wood frame with cushions, shall be placed right side up on all legs in suitable containers or on racks covered by plastic or paper and secured with tape, shrink wrap or equivalent materials so that nothing touches or presses against the upholstery. When clear plastic coverings are used, care shall be taken to prevent fading or bleaching of materials. Removable cushions shall be stored with the master pieces.

1.2.6.5.5. All rugs, rug pads and carpets shall be properly rolled (not folded) and protected. If rack storage is used, rugs cannot be stacked more than two high and no items can be stacked on top of rugs.

1.2.6.5.6. All firearms shall be stored with the bulk of the lot unless approved by the Government Representative.

1.2.6.5.7. All articles shall be removed from chests of drawers, bureaus, clothes hampers, and other similar items.

1.2.6.5.8. Nothing shall be packed in washers, dryers, refrigerators, freezers, stoves, or other major appliances except such items as electrical cords, connecting hoses and similar items that are required as an integral part of the appliance in its normal operation.

1.2.6.5.9. The Contractor shall verify that power-driven equipment, boats and motorcycles have: been drained of all gasoline; batteries removed except for those lots identified as remaining in storage for less than one year; the cables disconnected from the battery terminals; and the cable ends taped. The Contractor shall verify boat drain plugs have been removed and if not permanently attached to the boat, place it in a cloth bag and tie it to the boat. Motorcycle keys will remain in the customer’s file to facilitate handling and movement.

1.2.6.5.10. Uncrated power-driven equipment and motorcycles shall be placed upright, fully covered, and wrapped in a protective material with nothing pressing on it and may be stored in a separate area of the warehouse.

Boats on trailers will be stored on the trailer. Uncrated small boats not on trailers can be stored in racks or a separate area.

1.2.6.6. Pickup. The Contractor shall pickup all pieces of a shipment on the scheduled pickup date. The shipment is not considered an on-time pickup if the Contractor changes the date at any time without approval of the customer.

1.2.6.7. Hours of Operation. The Contractor shall not begin pickup or delivery at the customer’s residence before 0800 hours or after 1700 hours without prior approval of the customer or the Government. The Contractor shall provide information to the customer and the Government on the afternoon preceding the scheduled pickup or delivery as to whether the service will be performed in the morning (0800 to 1200) or in the afternoon (1200 to 1700) of the following day. The Contractor shall not begin any service that will not allow completion by 2100 hours without prior approval of the Government or the customer. Shipments will not be scheduled for pickup or delivery on Saturdays, Sundays, U.S. holidays, or foreign national holidays unless there is a mutual agreement between the customer/Government and the Contractor.

1.2.6.8. Transport. The Contractor shall transport shipments, including non-standard shipments (Appendix D), from origin to destination so as to ensure delivery by the RDD as determined by maximum transit times (Appendix C). The Contractor retains responsibility for all tractors, trailers and other equipment to include all maintenance and repair and shall obtain and maintain appropriate operating authorizations and vehicle registrations.

These operations authorities will be for both inter and intra-state, and inter and intra-local country movements.

1.2.6.9. In-Transit Visibility (ITV). Reserved for future use.

1.2.6.10. Weight Tickets. The Contractor shall obtain certified, legible, and unaltered weight tickets for each shipment or piece of a shipment if transported separately by weighing on a certified weight scale as defined in the CFR Title 49, Part 375.103. Weighing will be conducted as defined in the CFR Title 49, Part 375.509 and comply with all applicable local, state, federal, and foreign country laws. The Contractor shall retain all weight tickets, and make the information contained therein available to the customer and the Government. All weight tickets must be signed by the person performing the weighing (certified weigh master), and shall contain name and location of scale, date, all weight entries (tare, gross and/or net weights), and shipment identification number or bill of lading number.

All invoices presented to collect any shipment charges dependent on the weight transported must be accompanied by true copies of all weight tickets obtained in the determination of the shipment weight.

1.2.6.11. Reweighs. When requested, the Contractor shall conduct a reweigh before the actual commencement of unloading for delivery. The Contractor shall reweigh any shipment or combination of shipments where the customer has been identified as being at risk of excess weight, in accordance with their entitlement. The Contractor shall accommodate the customer or the Government when either party makes a request to witness a reweigh, by providing the location and the date/time in order to give a reasonable opportunity for the interested parties to be present. In the event a reweigh results in a lower weight, the Contractor shall invoice on the lesser of the two weights. In the event the Contractor fails to perform a reweigh, they will be limited to billing at the customer’s maximum weight entitlement or the weight documented on a certified weigh ticket(s), whichever is less.

1.2.6.12. International Shipments. The Contractor shall use a vessel or aircraft of United States (U.S.) registry.

If unable to use a U.S. registered vessel or aircraft, the Contractor must request a waiver (as defined in Appendix C) and provide a copy of the waiver, where applicable. The Contractor shall perform all customs clearance, agricultural inspections/certifications and other related services that pertain to and influence the movement of personal property (gun control, quarantine, pest infestation, etc.) in accordance with all applicable local, state, federal, and foreign country laws and DoD regulations. DoD consignment requirements are in the Personal Property Consignment Instruction Guide.

1.2.6.13. Safeguarding PII for International Shipments. IAW Homeland Security Customs and Border Protection guidance for safeguarding Personally Identifiable Information (PII), the Contractor shall ensure their associated port agents, overseas general agents, and/or other responsible parties do not include shipper’s Social Security Number (SSN), shipper’s rank/grade, the words “DoD Personal Property, DoD Shipment or Military Shipment,” or the Bill of Lading (BL) number are not entered in the “Marks and Numbers,” “Description of Goods,” or any other fields in the Automated Manifest System (AMS) or the Automated Commercial Environment (ACE).

1.2.6.14. Delivery. The Contractor shall deliver and unload all pieces of a shipment as scheduled by the RDD.

The Contractor shall provide un-packing and re-assembly services unless waived by the customer.

1.2.6.14.1. Unpacking and Re-assembly. Unloading and unpacking at destination includes the one-time laying of rugs and the one-time placement of furniture and like items in a room or dwelling designated by the customer or their representative. All articles disassembled by the Contractor or originating from NTS must be reassembled. On a one-time basis, all barrels, boxes, cartons, and/or crates must be unpacked (upon request) and the contents placed in a room designated by the customer. This includes the placement of articles in cabinets, cupboards, or on shelving in the kitchen when convenient and consistent with safety of the article(s) and proximity of the area desired by the customer, but does not include arranging the articles in a manner desired by the customer.

1.2.6.14.2. Delivery from Non-Temporary Storage (NTS). The Contractor shall release shipments from NTS facilities within 5 Government business days that the customer makes the request unless otherwise agreed to by the customer, and shall be delivered to the customer by a required delivery date determined by established transit times (Appendix C) which will be the maximum times allowed.

1.2.6.14.3. Debris removal. All debris incident to the packing/unpacking, loading/unloading of the delivered shipment shall be removed on the date(s) of delivery, unless otherwise waived by the customer.

1.2.6.15. Storage. The Contractor shall provide warehouse storage facilities to accommodate storage in transit (SIT) and containerized NTS as required in accordance with all local, state, federal, and country fire, safety and construction codes, standards and ordinances, ensuring that all stored shipments are adequately protected. The Contractor shall ensure that all shipments are not exposed to vermin, dust, mold, mildew, moisture, hazardous chemicals, as well as exposure to extreme heat, cold, humidity, and direct sunlight.

1.2.6.15.1. The construction, upkeep, purchase, lease or rental of any commercial structure, land, or equipment for the storage facility shall be the responsibility of the Contractor. The Contractor and all subContractors utilized for storage must acknowledge in writing that holding shipments hostage is a violation of Federal Law;

specifically IAW USC Title 37, Section 453, which states in part, "No carrier, port agent, warehouseman, freight forwarder, or other person involved in the transportation of property may have a lien on, or hold, impound, or otherwise interfere with the movement of baggage and household goods being transported under this section.”

1.2.6.15.2. At a minimum, all NTS facilities shall maintain an operational Class 1 fully automatic supervised sprinkler system; all SIT facilities shall maintain at least an operational Class 3 supervised detection and reporting system. All facilities shall meet all requirements for insurance rate credit by the Insurance Services Office (ISO) or other cognizant fire insurance rating organization for an other than wood frame or pole building and shall provide a fire wall separation resistance rating sufficient to protect the warehouse from the fire exposure of another occupant.

If host country standards, practices, or customs conflict with SIT standards, exceptions may be granted by the Government Representative. All storage facilities shall be located above the 100-year flood plain for the area.

1.2.6.15.3. Firewall Separation. All NTS facilities with capacity in excess of three (3) million pounds shall provide firewall separation for every three (3) million gross pounds of stored personal property lots.

1.2.6.15.4. Locator System and Lot Identification. The Contractor shall maintain an up-to-date locator system to facilitate the prompt identification and location of all stored items and individual items to be stored separately. Individual items stored separately will have an identity tag. This tag will be fastened to the item. At a minimum an acceptable system requires the following control data: (1) owner’s name, (2) lot number, (3) receipt date, (4) pallet/box number, and (5) pallet/box location.

1.2.7. Post Move Services.

1.2.7.1. Customer Satisfaction Evaluation. A customer satisfaction survey will be conducted to determine Contractor performance in accordance with the Service Delivery Summary (Para. 2.0). The Contractor shall provide status updates to the Government or a Government-contracted third party for all shipments so that the survey can be conducted at stages to be defined by the Government. The customer satisfaction survey will evaluate the following areas, including, but not limited to: Quality of counseling and entitlements; Origin services such as the quality of packing, labeling, organizing and the care, courtesy, and attitude of the packing and loading crew; Destination services such as the care, courtesy, attitude of the crew, unloading, and unpacking; Timeliness of pickup and delivery; Overall satisfaction with the movers timeliness, courtesy, professionalism, and responsiveness in all phases of move from first contact through delivery; and Overall claims satisfaction including responsiveness, timeliness, and claims settlement.

1.2.7.2. Contractor Liability/Claims.

1.2.7.2.1. Scope of Liability. The Contractor shall be liable for all loss and/or damage up to Full Replacement Value (FRV) for all shipments from the point of origin to the point custody transfers to a customer as defined in the Claims and Liability Rules (Appendix E). For the Contractor to claim any exemptions, Contractor must prove they were free from negligence. The Contractor accepts full responsibility for performance of its employees, subContractors, and agents. In the event of any damage to public or private property from acts or omissions of persons performing under this contract, the Contractor shall immediately repair and/or correct damages at Contractor’s expense.

1.2.7.2.2. Claims Settlement. The Contractor shall pay, deny, or make an offer on all claims valued at $1000 or less within 30 days of receipt of the claim and of all other claims within 60 days of receipt IAW the Claims and Liability Rules (Appendix E). Claims determined to be valid will be recoverable as determined by the respective Military Claims Office for the shippers Branch of Service and will include both the MCO adjudicated damages and labor costs.

1.2.7.2.3. Inconvenience Claims. The Contractor shall pay the customer a daily amount equal to the applicable pickup or delivery location Government per diem for all individuals on the relocation order according to the JTR for all days past any missed pickup or delivery. The Contractor shall, in addition, pay the customer this daily amount while awaiting delivery out of SIT if not completed on customer’s first requested date and scheduled delivery date is not within five GBDs (within ten GBDs for shipments with a requested delivery date between June 15 through Aug 15).

1.2.7.3. Invoicing. The Contractor shall submit all invoices to the Government using an automated system.

The Contractor shall provide all necessary documentation for each invoice to fully support audit compliance. The Contractor shall comply with Financial Management Regulation 102-118 including the establishment of a prepayment audit process.

1.2.8. Reports/Notifications.

1.2.8.1. Reports. The Contractor shall provide all reports and notifications included in Appendix C, Required Reports, via email to the Government Representative as Microsoft Excel spreadsheets. Unless otherwise specified, reports shall be provided monthly, no later than the fifteenth calendar day of the month. The format of each report will be agreed to prior to contract start. Title to all items, including reports, and information and data included in said reports, delivered to the Government and/or furnished under this contract passes to the Government upon acceptance, in accordance with FAR 52.212-4(n). The Contractor shall make the raw data used to compile all reports available to the Government.

1.2.8.2. Scheduling Notifications. The Contractor shall notify the customer of all scheduled dates as soon as known for counseling, packing, pickup, delivery, and all other dates for which interaction with the Contractor by the customer is required.

1.2.8.3. Weight Notifications. The Contractor shall notify the customer of the actual weight of each shipment within twenty-four (24) hours of shipment pickup, or prior to delivery, whichever is earlier.

1.2.8.4. Excess Cost Notifications. If a customer is at risk for excess costs based on their entitlements, the Contractor shall notify the customer that they are responsible for any excess costs that may be incurred and obtain written acknowledgment from the customer. The Contractor shall notify the Government of actual shipment and actual excess costs based on entitlements vs. execution and provide access to raw data.

1.2.8.5. Inbound Shipment Notification. The Contractor shall notify and confirm with the customer no later than twenty-four (24) hours in advance of shipment delivery. The Contractor shall not deliver a customer’s personal property to SIT without customer approval unless two (2) documented unsuccessful attempts to contact the customer have been made at least eight (8) hours apart no later than 24 hours in advanced of shipment delivery and the customer has not attempted to contact the Contractor to confirm delivery.

1.2.8.6. Storage Notifications.

1.2.8.6.1. Advance Notice of NTS/SIT Expirations & Extensions. The Contractor shall notify the customer and the Government Representative in writing of the impending expirations and/or extensions of entitlement for NTS no later than 60 days prior to the first day of the expiration month. The Contractor shall notify the customer 30 days prior to termination of any SIT entitlement. The Contractor shall notify the customer via written notification by mail or email with read receipt. Customers will be notified of the exact date responsibility for storage charges and fees transfers to the customer as well as all costs, inclusive of all rates, fees, and changes to insurance the customer can expect to incur until their property is removed. The Contractor shall retain a copy of all notifications and correspondence in the customer’s file.

1.2.8.6.2. NTS/SIT Extension. The Contractor shall prepare and submit a written request to the applicable Service Representative for each storage lot with a storage extension entitlement. Upon receipt of a request/authorization to extend a customer’s storage period, the Contractor shall prepare a supplemental service order and shall process it IAW the DTR, Part IV. The Contractor shall also annotate the supplemental service order to reflect the storage period extension.

1.2.8.6.3. Conversion to Commercial Account. The Contractor shall advise the appropriate Service Headquarters and the Government Representative of customer entitlements by submitting all supporting documentation no later than 15 days prior to conversion to a commercial account. The Contractor shall notify the customer in writing by certified mail, return receipt requested, or by other traceable means, within 5 days of the date their account converted to commercial rates. The notification shall clearly state the customer’s responsibilities including but not limited to: all costs and fees the customer can expect to incur, change in insurance coverage, the method of payment the customer shall use to pay for services, and procedures for requesting delivery of stored items. The notification shall include copies of the pertinent storage documentation and the HHG/UB inventory (if available). The Contractor shall maintain a record of all accounts converted to commercial accounts.

1.2.8.6.4. Termination and Disposition. Upon approval by the Contracting Officer or delegated Government representative, the Contractor shall dispose of a customer’s property in accordance with all applicable local, state and federal laws. The Contractor shall NOT terminate a customer’s storage entitlement nor dispose of any personal property without prior notice and approval from the Contracting Officer (or delegate) or receipt of a notarized authorization to dispose from the customer.

1.2.9. Transition (Appendix A). The Contractor shall perform transition IAW the plan (as revised and CO approved) included in their successful proposal and incorporated into this contract in a manner which results in minimal disruption to existing operations by the contract start date unless otherwise directed by the CO.

1.2.10. General Information.

1.2.10.1. Post Award Conference. The Contractor shall attend a Government-hosted, Post-Award Conference at a U.S. Government identified location as scheduled by the CO upon award. Payment for attendance in the amount of $1,500 will be made utilizing the applicable reimbursable contract line item number (CLIN) and shall satisfy the contract minimum order.

1.2.10.2. Files. Copies of all documentation presented by customer and relevant to shipment and/or storage (including entitlement and invoicing documentation) shall be maintained in an official electronic file along with all pertinent contact information, to include unit and home addresses, telephone numbers, email addresses, and any information to contact customer at destination. Orders showing entitlement shall be maintained electronically. The Government shall have access to customer files at any time.

1.2.10.3. Assurance. The Contractor shall provide audit and quality systems documentation, as well as access to relevant personnel, to support Government assurance or audit activities regarding any process undertaken by the Contractor within the scope of work.

2. SERVICE DELIVERY SUMMARY

2.1. The SDS represents the most important contract objectives. While the Contractor is fully expected to comply with all requirements of the PWS, the Government’s assessment of Contractor performance will focus mainly on the performance objectives listed in the SDS.

PERFORMANCE OBJECTIVE PWS

PARA PERFORMANCE THRESHOLD (AQL)

Timely Counseling 1.2.5.2 95% within 7 days of requested counseling date, none outside of 10 days

On-Time Pickup 1.2.6.6 >= 98% per month, No state/territory or country < 80%

On-Time Delivery 1.2.6.14 >= 98% per month, No state/territory or country < 80%

Overall Customer Satisfaction Rating of Satisfactory (Shipments) 1.2.7.1 >= 95% per month, No state/territory or country

< 80%

Overall NTS Rating of Satisfactory (Pickup & Delivery) 1.2.7.1 >= 95% per month

Claims (< $1,000): % Settled Within 30 Days 1.2.7.2.2 >= 95%

All Claims: % Settled within 60 days 1.2.7.2.2 >= 95%

U.S.-Registered Vessel or Aircraft Compliance 1.2.6.12 100%

3. GOVERNMENT FURNISHED PROPERTY (GFP): This section not used.

4. CYBERSECURITY

4.1. General Cyber Security Requirements.

4.1.1. Handling and Protection of Non-Public Information. In performance of this contract, the Contractor may have access to DoD Transactional Information (DTI), which for the purposes of this section shall mean any information developed or received in the course of planning, ordering, shipping, tracking, and invoicing in support of the requirements of this contract. To adequately protect this DTI, Contractor information systems (IS) involved in the performance of this contract shall comply with the security requirements in the current version of the National Institute of Standards and Technology (NIST) Special Publication (SP) 800-171, “Protecting Controlled Unclassified Information in Nonfederal Information Systems and Organizations,” as soon as practical but no later than 1 August 2019 (contract award date + 10 months). Compliance with NIST SP 800-171 measures is required at the prime Contractor level and does not apply to subContractors and other entities that the prime Contractor engages with in order to meet the requirements of this contract.

Additionally, the Contractor agrees to use such information only for the purposes of fulfilling the contracted requirements and to protect such information from unauthorized release or disclosure. Protection of the DTI does not abrogate any responsibilities of the Contractor to comply with or implement additional cyber security requirements as part of generally accepted system security principles or as required by other categories of information that may be co-resident with the DTI on the Contractor’s IS.

4.1.2. Operationally Critical Support. The services designated under this contract are “operationally critical support” as defined in DFARS 252.204-7012 Safeguarding Covered Defense Information and Cyber Incident Reporting.

4.1.3. PII/Security, Covered Defense Information. The Contractor will have access to Covered Defense Information (CDI) in the form of "other information" as defined in DFARS 252.204-7012 and described in the Controlled Unclassified Information (CUI) Registry at http://www.archives.gov/cui/registry/category-list.html. The CDI requiring safeguarding or dissemination controls is as follows:

4.1.3.1. Customer relocation orders which contain Personally Identifiable Information (PII);

4.1.3.2. Reserved for any other items provided to, or generated by the Contractor (such as reports) that meet the definition of PII/CDI.

4.2. Cyber Security Assessments and Mitigation Plans. The Contractor shall provide a Self-Assessment of its compliance with NIST SP 800-171 and present a Plan of Action that identifies any deviations, non-compliance, or proposed alternative means of compliance as well as plans for correcting non-compliant requirements to the contracting officer on 1 August 2019 and then annually thereafter. The Self- Assessment and Plan of Action shall address all of the requirements in NIST SP 800-171. The table in (Appendix TBD) provides modified requirements of CUI/CDI specific controls from NIST SP 800-171 that will be used to evaluate compliance in a non-CUI/CDI environment. Additionally, at any time during the period of performance, when a Contractor determines it is non-compliant with a NIST SP 800-171 requirement or an approved alternate means of compliance resulting in a High or Moderate Potential Impact as defined in Federal Information Processing Standards Publication (FIPS PUB) 199, “Standards for Security Categorization of Federal Information and Information Systems,” the Contractor shall submit a Plan of Action within 15 days of the determination of non-compliance.

4.2.1. Plans of Action and any requests to vary from NIST SP 800-171 shall be submitted to the contracting officer for consideration and approval by USTRANSCOM. The Contractor need not implement any security requirement determined by USTRANSCOM to be non-applicable or to have an equally effective alternative security measure implemented in its place. The Plan of Action shall follow the template provided in (Appendix TBD).

Alternate formats for the Plan of Action may be proposed and must be approved by USTRANSCOM.

4.2.2. USTRANSCOM may conduct an on-site visit to a Contractor's facility or request a third party assessment (U.S. Government agency or U.S. Government funded commercial entity) to review progress towards meeting their http://www.archives.gov/cui/registry/category-list.html

Plan of Action, evaluate any proposed variances to NIST SP 800-171 requirements, and to assess residual risk to the DTI resulting from the non-compliance. Date and time of on-site visits will be mutually agreed-upon by USTRANSCOM and the Contractor in advance.

4.2.3. Bug Bounty Program (Post-Launch). Following production launch of the system, the Contractor's system will be subject to continuous white-hat hacking (e.g. Hack the Pentagon) program(s) (e.g.

https://hackerone.com/deptofdefense). This effort will enable vetted security researchers to compete to provide proofs of concept when vulnerabilities are discovered. The Contractor shall respond to vulnerabilities provided in a manner consistent with NIST 800-40.

4.2.4. The Contractor shall cooperate with periodic employment of industry standard vulnerability scanning tools.

If issues are found, they will be analyzed and resolved. If systemic changes are found that can improve overall security posture, they shall be implemented in a mutually agreed-upon timeframe.

4.3. Cyber Incident Reporting. When the Contractor discovers a cyber incident, as defined in DFARS Clause 252.204-7012, that affects the Contractor’s ability to perform the operationally critical support as identified in the contract, the Contractor shall, as soon as practicable, but no later than 72 hours after discovering the incident, notify the USTRANSCOM Deployment and Distribution Operations Center (DDOC) Chief at 618-220-7700. If the Contractor does not immediately reach the DDOC Chief via phone, the Contractor shall send a notification email to transcom.scott.tcj3.mbx.ddoc-chief@mail.mil. The Contractor shall provide an initial description of the incident that will include the information known at the time of the notification and shall provide a company POC who shall work with USTRANSCOM DDOC through the resolution of the incident.

4.3.1. The Contractor shall also report the incident as outlined in DFARS 252.204-7012.

4.3.2. USTRANSCOM may conduct an on-site review to assist the Contractor in evaluating the extent of the incident and to share information in an effort to minimize the impact to both parties. Date and time of on-site visits will be mutually agreed-upon by USTRANSCOM and the Contractor in advance.

5. SECURITY (PHYSICAL, PERSONNEL, INFORMATION, INDUSTRIAL, OPERATIONS,

ANTITERRORISM, AND FORCE PROTECTION) REQUIREMENTS

5.1. General Security Information. Reserved for future use.

mailto:transcom.scott.tcj3.mbx.ddoc-chief@mail.mil

GHC APPENDICES

Appendix A: Transition Plan

Appendix B: Reports

Appendix C: Transit Times

Appendix D: Non-Standard Shipments and Services

Appendix E: Claims and Liability Rules

Appendix F: EPA Schedule

Appendix G:

Appendix H:

Appendix I: