Attachment_1_-_Performance_Work_Statement,_Amend_03.pdf

HTC711-19-R-R004

PWS, Amendment 03

PERFORMANCE WORK STATEMENT (PWS)

For

GLOBAL HOUSEHOLD GOODS (HHG)

CONTRACT (GHC)

13 September 2019 30 October 2019

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 Storage-In-Transit (SIT) warehouse services worldwide for Department of Defense (DoD) Service Members, DoD civilians, and U.S Coast Guard members (collectively, customers). The initiation of contractor’s relocation services shall begin upon receipt of the customer’s relocation requirement. The contractor shall prepare, pick-up, and deliver shipments for relocation transportation and storage, and shall deliver personal property no later than the required delivery date (RDD) in accordance with (IAW) Defense Transportation Regulations (DTR), Joint Travel Regulations (JTR), DoD Personal Property Consignment Instruction Guide (PPCIG) Volumes 1 and 2, and all other applicable regulations. When ordered, the contractor shall assume all responsibility from the point of counseling to the delivery of personal property to the customer; with the understanding, the contractor must resolve claims for damaged personal property. Fundamentally, the contractor is responsible for: (1) providing move counseling for personal property (household goods, unaccompanied baggage and personally procured moves, as defined in the JTR); (2) household goods transportation (3) traffic management and administration, including customs clearance; (4) shipment packing and unpacking, loading and unloading; (5) shipment in-transit visibility (ITV); (6) secure SIT facilities; (7) pickup and delivery of shipments from origin to destination, to include Non- Temporary Storage (NTS) facilities; (8) claims processing and resolution; (9) invoicing; and

(10) reporting.

1.2. Contractor Duties.

1.2.1. Personnel Administration.

1.2.1.1. Background Checks/Records. Prior to engaging in any services identified herein, the contractor shall ensure a background check is conducted (at contractor expense), IAW industry standard, for all persons performing under this contract whose role involves interacting with a customer and/or handling or transporting shipments. The contractor shall provide employment records to Government upon request, to the extent allowed by law. The government has the right to prevent certain employees from performing under the contact due to an unfavorable background check.

1.2.1.2. 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 trained and 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 all employees and sub-contractors are free from possession and/or not under the influence of drugs or alcohol while in a customer’s residence and/or handling a customer’s personal property.

1.2.1.2.1 Defense Personal Property Program (DP3) Performance History. Contractor shall ensure no entity that has been disqualified or revoked from DP3 within three (3) years of move execution date will perform work under this contract.

1.2.1.2.2 Small Business Utilization. The contractor shall ensure a minimum of forty percent (40%) of the total acquisition value of the domestic work performed under this contract be subcontracted to small business subcontractors. This utilization requirement flows down only to Tier 1, Tier 2 and Tier 3 subcontracts. “Tier 1 subcontract" is defined as a contract awarded directly by the prime contractor to another contractor to perform services identified herein. "Tier 2 subcontract" is defined as a contract awarded by a Tier 1 subcontractor to another contractor for services identified herein. "Tier 3 subcontract" means a contract awarded by a Tier 2 subcontractor to another contractor for services identified herein and so

on. Only the amount not further subcontracted down can be applied and reported at each tier.

Refer to Appendix B, para B.14., for reporting requirements.

1.2.1.3. 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 and be easily identifiable as company employees. The contractor shall replace any individuals exhibiting unprofessional behavior, when requested by the customer and/or a government representative.

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

1.2.2. Information Technology (IT) Systems. The contractor shall provide and maintain an easy to use, secure, web-based, mobile-device compatible IT system able to manage complete household goods relocation services globally during peak (surge) and non-peak seasons. The contractor’s IT system shall interface with a government managed system for the purposes of issuing and receiving task orders, third party payment system (TPPS) payment requests, shipment ITV, government data access, and claims management/filing. The contractor’s IT system(s) shall permit the customer to coordinate all phases of their move, be accessible from a commercial or government network using common browsers and include the ability to upload attachments.

1.2.2.1. Systems Integration. The contractor shall interface its system with government-managed system(s) for the purpose of receiving customer shipment requirements via task orders and requesting modifications. The contractor shall provide a 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. The contractor’s system shall include system failover and disaster recovery capabilities to mitigate degradations in system performance.

1.2.2.2. Data Access. 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. All data associated with the contract over its lifecycle shall be available for government access in a queryable format. Contractor’s IT system shall possess flexible online query and export capabilities. Data shall be synced no less than every 12 hours with the government’s data warehouse. The contractor shall provide access to additional information as requested by the government representative.

1.2.2.3. Shipment ITV. The contractor’s IT system shall provide detailed point-to-point status updates including arrival and departure time and estimated arrival at destination no later than one (1) GBD from a shipment location or status change.

1.2.2.4. System Availability. The contractor’s system shall be available 98% of the time.

This will be computed by dividing hours of availability by the total hours in the month.

Scheduled downtime shall be coordinated with the Government at least 48 hours prior to downtime start.

1.2.2.5. Claims Management System. The contractor shall provide an electronic claims management system that will enable the customer to file a claim and will interface with government managed IT system(s). The contractor's electronic claims management system shall allow for the upload of all associated documents. The claims management methodology shall be such that the customer may directly settle a claim with the contractor.

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 until all associated actions are final.

1.2.5.2. Customer Counseling. When ordered, the contractor shall establish contact with the customer within one (1) GBD of receiving an order and customer contact information and shall then provide ordered services. The contractor shall provide accurate entitlement and shipment counseling in accordance with all applicable US Government, DoD, Joint, Military Service-specific, and International regulations and instructions to all customers regardless of location and accessibility, to include customers in remote locations, or customers who lack the ability to conduct counseling via face-to-face communication or the Internet. Upon counseling completion, the contractor shall provide an electronic and/or hard copy form as a record of the customer application for shipment and/or storage of personal property, with details listed in Appendix H. The Government may issue task orders for site-specific in-person counseling services IAW Appendix D, para D.5.

1.2.5.2.1. Personally Procured Moves (PPM). When ordered, the contractor shall provide accurate entitlement on PPMs during counseling in accordance with all applicable US Government, DoD, Joint, Military Service-specific, and International regulations and instructions. The contractor shall provide the customer with the government designated form(s) for PPM, and advise the customer of all documentation needed for reimbursement from the military services (e.g. full and empty weight tickets). The contractor shall calculate the estimate of what it would cost the contractor to perform the relocation and provide the customer the incentive estimate for the PPM; this must be accomplished at the time of counseling. The contractor shall provide the customer with the updated cost based on actual shipment weight(s), once the customer completes their PPM. Both the estimate and any updates must be calculated based on the total weight of all shipments executed against the remaining weight entitlement and adjusted accordingly, with the form details listed in Appendix H.

1.2.5.3. Scheduling. The contractor shall schedule shipment relocation services during customer counseling, which must be conducted IAW scheduling timelines below. Based on customer request, the contractor may provide an initial spread of dates for required packing, pickup, and delivery during counseling and firm dates after counseling as summarized below.

The contractor shall allow five (5) GBDs for the NTS provider to release shipments for pickup.

The transit times shall remain the same. The earliest start date for the delivery date spread is defined as the pickup date plus the transit time. The Required Delivery Date (RDD) is defined as the last date in the delivery spread.

1.2.5.3.1. Scheduling Requirements. During counseling, the contractor shall provide a pickup date spread, agreeable to the customer, which shall not to exceed seven (7) consecutive calendar days from the members requested pickup date contained within that spread. The contractor shall document the start and end of the spread, and the customer’s acceptance. The contractor shall provide a firm schedule for all applicable relocation services in accordance with the timelines in the table below. The contractor shall ensure all firm dates are within the previously agreed upon spread. An “approved order” is an order sent to the contractor after the Ordering Officer (OO) validates the requirement.

Scheduling Requirements Days From Receipt of

Approved Order to Desired Pickup Date (Provided with

Order)

Counseling (or Scheduling if Counseling not ordered)

Provided Within

Firm Schedule Dates Provided Within

Less than or equal to 30 Calendar Days

3 days from receipt of order (1 day if order to desired

2 days from completion of counseling (or scheduling if pickup date is less than 5 days) counseling not ordered).

.Same day as counseling (or scheduling if counseling not ordered) if less than 5 days between counseling to first day of pickup spread)

Greater than 30 Calendar Days, less than 60 Calendar Days

4 days from receipt of order 4 days from completion of counseling (or scheduling if counseling not ordered)

Greater than or equal to 60 Calendar Days

7 days from receipt of order 50 Calendar days prior to start of agreed upon pickup spread

1.2.5.3.2. Changes to Schedule. The contractor shall accommodate all requests for a change of schedule that are received prior to delivery. Examples [not all inclusive] 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.

1.2.5.3.3. Cancellations. The contractor shall accommodate shipment cancellation up to the day of scheduled packing/pickup without cost or obligation to the government, provided packing has not begun.

1.2.5.3.4. Diversions (D)/Terminations (T)/Reshipment (R). The contractor shall process all D/T/R based on the location of the shipment when notified, and will invoice IAW PWS, Appendix F, for services completed. Subsequent movement of the shipment(s) will be made in the most cost-effective manner based on the date and location of the shipment when the order modification was received.

1.2.5.3.5. 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.

1.2.5.3.6. Shipment suitability. If, prior to pick up, the shipment is determined to be in a condition that makes it likely to permeate, contaminate, or otherwise cause damage to other HHGs or equipment, the contractor will coordinate with the COR as soon as the condition is identified.

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 household goods. The contractor shall maintain a record of the location of all personal property shipments. Documentation shall include, but is not limited to, 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, and NTS warehouse provider when appropriate.

1.2.5.4.1. Weight Estimates. The contractor shall provide the government and customer weight estimates on all shipments no later than 10 days prior to the first scheduled pack/pickup date. For shipments ordered less than ten (10) days prior to first scheduled pack/pickup date, weight estimates must be provided no later than three (3) days prior to first scheduled pack/pickup date. For shipments ordered less than three (3) days prior to the first scheduled pack/pickup date, weight estimates must be provided no later than one (1) day prior to first scheduled pack/pickup date. The government will only pay costs associated on shipments up to 110% of the estimated weight.

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 17451-1. The contractor shall separately weigh or cube and annotate Professional Books, Papers & Equipment (PBP&E), Organizational Clothing and Individual Equipment (OCIE), and required medical equipment in accordance with government regulations. The contractor shall ensure that electronic inventories provide customers with ability to view and contest exception markings and provide a duplicate unalterable and signed electronic copy prior to departing the residence.

1.2.6.2. Organizational Clothing and Individual Equipment (OCIE). OCIE is clothing and equipment issued to the U.S. Army customer for use in the performance of duty. It is common for customers to personally purchase items for use in their duties that appear to be OCIE items, but are not. These items are commonly referred to as “personal kit”. The contractor shall request that the customer identify personal kit items. The contractor shall separate personal kit items from OCIE for inventory and claims purposes. The contractor shall conduct an inventory of OCIE at pack-out and delivery. The contractor shall identify OCIE as “M-PRO” on the inventory.

1.2.6.3. Packing/Loading. The contractor shall prepare, pack/unpack and load/unload all personal property 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 the contractor is responsible for subsequent reassembly of all original pieces.

1.2.6.3.1. Packing Materials. The contractor shall provide packing materials that are new or in sound condition, except in the case when the customer has provided original or specially designed packaging that the contractor has inspected and accepted as being as good or in sound condition. When allowed, and if material is not new, all marks pertaining to any previous shipment must be obliterated. 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.

New packing material must be used for mattresses, box springs, linens, bedding, and clothing.

1.2.6.3.2. Accessibility. The contractor is not required to remove or 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 erect.

1.2.6.3.3. Unaccompanied Baggage. Unaccompanied baggage packing and unpacking rates will be used when the task order includes unaccompanied baggage, and for all items being transported under an unaccompanied baggage rate. Due to weight entitlement limitations and the nature of items authorized to be shipped in an unaccompanied baggage (UB) shipment (i.e. personal clothing and effects, essential cooking and light housekeeping items, collapsible cribs, playpens, and baby items; and excluding major appliances or furniture), requirements to pack/unpack, disassemble/reassemble and make a one-time placement of items isn't as extensive as it would be when shipping household goods, which includes larger volumes and more complicated goods such as furniture. Unaccompanied baggage shall be packed/unpacked in accordance with the Joint Travel Regulation.

1.2.6.4. Items Requiring Government Pre-Approval. The following services must be approved by the government prior to performance. Requests for approval shall be sent to the OO at the responsible origin or destination of the shipment, as applicable.

1.2.6.4.1. Crating. Upon approval, the contractor shall perform crating services for items such as mirrors, paintings, glass or marble tabletops and similar fragile articles, and taxidermy when crates are not provided by the customer or when the customer provided crates are not serviceable. This does not include cases, footlockers, passenger bags, cartons, boxes, tri-wall containers, liftvans, and barrels that may be placed in a cargo transporter (commercial sea vans; container express cargo transporters and other transoceanic cargo transporters) for ocean or air transport. The customer retains ownership of all crates. (Per Attachment 2, Pricing Rate Table, the price for crating services is for the construction of new crates only).

1.2.6.4.2. Shuttles. Upon approval, the contractor shall perform shuttle services to pick up or deliver shipments when the origin or destination delivery location is inaccessible due to building design, nonexistent or inaccessible roadway, inadequate or unsafe public or private road, overhead obstruction, deterioration of roadway due to rain, flood, or snow; construction, or other obstacles preventing the linehaul truck from accessing the pickup or delivery location.

A shuttle is a truck-to-truck transfer between a larger and smaller vehicle (or vice versa) that allows for safe pickup or delivery from the nearest safely accessible point to the pickup or final delivery, not a truck-to-warehouse or warehouse-to-truck transfer.

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

1.2.6.6. Shipment Preparation for Non-Temporary Storage (NTS). The contractor shall prepare and load property going into NTS in containers at residence for shipment to NTS. The contractor shall seal all containers, using tamper-proof seals, at the residence. Power-driven equipment, motorcycles, boats, trailers, over size items, and overstuffed furniture may be shipped uncrated.

1.2.6.6.1. All cartons and wrapping material shall be in new or sound condition and adequate for the use employed. New packing material must be used for mattresses, box springs, linens, bedding, and clothing. 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.

1.2.6.6.2. 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.

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

1.2.6.6.4. Upholstered furniture, to include wicker and wood frame with cushions, shall be placed right side up on all legs in suitable containers covered by plastic or paper and secured with tape, shrink wrap or equivalent materials so that nothing touches or presses against the upholstery. Removable cushions shall be packed with the master pieces.

1.2.6.6.5. All rugs, rug pads and carpets shall be properly rolled (not folded) and covered by paper and secured with tape or equivalent materials.

1.2.6.6.6. All firearms shall be identified to the NTS provider upon delivery to the storage facility.

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

1.2.6.6.8. 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.

1.2.6.6.9. The contractor shall verify that power-driven equipment, boats and motorcycles have: been drained of all gasoline; the cables disconnected from the battery terminals; and the cable ends secured and protected with electrical tape. Batteries may be shipped with the power-driven equipment. The contractor shall verify boat drain plugs have been removed and if not permanently attached to the boat, placed in a cloth bag and tied to the boat. Motorcycle keys will remain in the customer’s file to facilitate handling and movement.

1.2.6.7. 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.

1.2.6.7.1. Pickup and Delivery of Containerized NTS Shipments. The contractor shall be responsible for packing, pickup, and delivery of NTS shipments. The contractor shall coordinate with the government to determine the warehouse location for each shipment.

1.2.6.7.2. Transfer of Custody. When custody of a shipment is transferred to and/or from the contractor to another, the contractor shall furnish the receiver two (2) legible duplicate copies of the shipment inventory. A joint inspection shall be performed at any point liability for shipment transfers to or from the contractor and another service provider or the member at no cost to the government. In the event a difference of opinion arises between the contractor and the receiving party regarding shortage/overage or condition of any element of the inventory, the contractor shall annotate such discrepancies accordingly. If no new damage or loss is discovered, the inspection documents shall state "no differences noted." The absence of any annotation beside an inventory item denotes that the container, and/or items, were received in good condition. The contractor shall sign and date the completed inspection documents, obtain a signature from and provide a completed copy to the receiving party, and retain a copy for the member's file.

1.2.6.7.2.1. The contractor shall prepare an exception sheet (Rider) noting the external condition of all containers upon receipt and or release from another TSP. The contractor shall provide two (2) legible copies of the shipment inventory to the receiving party. The contractor shall provide a legible copy of exception sheets to the government, as requested.

1.2.6.8. 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 Non-Government Business Days, U.S. Federal holidays, or foreign national holidays unless there is a mutual agreement between the customer/government and the contractor. Unless otherwise stated, all references to “days” are government business days (GBD). IAW the DTR, a GBD is defined as a business day (i.e. Monday through Friday) that is not a federal holiday.

1.2.6.9. 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-country movements.

1.2.6.10. The contractor shall follow the procedures outlined in Appendix D, Non-Standard Processes as applicable.

1.2.6.11. 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 certified by the weigh master, and shall contain name and location of scale, date, all weight entries (tare, gross and/or net weights), task order number, and 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. For partial NTS shipment release, the contractor shall provide certified weight tickets to the NTS service provider, and the government. When a NTS shipment is released from storage, all invoices shall be based on the lowest weight of all weight tickets for that NTS shipment. This includes handling, delivery, and reweigh tickets.

1.2.6.12. Reweighs. When requested by the customer or the COR, 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 exceeding or being within 10% or closer to their total weight entitlement. The contractor shall accommodate the customer or the COR 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. When a reweigh is performed, the contractor shall invoice on the lesser of the two weights. In the event the contractor fails to perform a reweigh, the contractor will be limited to invoicing at the customer’s remaining total weight entitlement for all shipments, or the weight documented on a certified weight ticket(s), whichever is less.

1.2.6.13. International Shipments. When subcontracting for air transportation, the contractor shall use air carriers participating in the Civil Reserve Air Fleet (CRAF). 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).

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 (PPCIG). Shipments entering the United States must comply with Title 19, Section 148 of the Code of Federal Regulations.

1.2.6.14. Safeguarding PII for International Shipments. IAW Homeland Security Customs and Border Protection guidance for safeguarding Personally Identifiable Information (PII), the contractor shall ensure its 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).

1.2.6.15. Delivery. The contractor shall deliver and unload all pieces of a shipment as scheduled by the RDD. The contractor shall provide unpacking and reassembly services unless waived by the customer.

1.2.6.15.1. 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. If hardware is missing, the contractor is required to obtain appropriate hardware to reassemble. 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 closets, 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.

1.2.6.15.2. Delivery from Non-Temporary Storage (NTS). The contractor shall coordinate the pickup of NTS shipments from a storage facility with the NTS provider, in order to meet the RDD.

1.2.6.15.3. 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.

1.2.6.15.4. Storage-in-Transit (SIT). If the customer is not available to accept the shipment in accordance with the Inbound Shipment Notification (paragraph 1.2.8.5) requirements, the contractor may be authorized to place the shipment in SIT. The contractor’s period of SIT eligibility begins on the First Available Delivery Date (FADD) and ends by the 5th day after the requested delivery date from storage or the actual delivery date, whichever is earlier

1.2.6.16. Storage. The contractor shall provide warehouse storage facilities to accommodate SIT 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. For SIT facilities residing in a multi-occupancy structure, the SIT provider’s storage area will be separated from other occupants of the building by a firewall or partition having a fire resistance rating sufficient to protect the warehouse from the fire exposure of the other occupant. The minimum separation will be a solid wall or partition, without windows, doors or other openings, having a fire resistance rating of not less than one hour. 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 shall prevent exposure of all shipments to vermin, dust, mold, mildew, moisture, hazardous chemicals, as well as prevent exposure to extreme heat, cold, humidity, and direct sunlight.

1.2.6.16.1. Shipment Hostage. The contractor and all subcontractors performing services under this contract acknowledge that holding shipments hostage is a violation of USC Title 37, Section 453, at subparagraph (c)(5) which provides, "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.”

1.2.6.16.2. Facility Requirements. 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.

1.2.6.16.3. Damage Mitigation. In the event a shipment is damaged as a result of any one of the excluded causes listed in Appendix E, para E.3., Exclusions from Liability, the contractor shall take reasonable steps to mitigate the extent of the damage. Additionally, the contractor shall undertake specific mitigation steps as directed by Contracting Officer (CO).

The contractor may be determined liable for additional damage resulting from failure to mitigate the extent of the damage. The cost of any such mitigation efforts will be deducted from the contractor’s maximum liability.

1.2.6.16.4. Possible Contamination. The contractor shall contact the responsible contracting officer representative (COR) when containers show signs of possible contamination, for example water saturation or mold growth on the exterior. The contractor shall continue shipping operations to a location as determined by the contractor and responsible COR. The contractor may request a QAE/COR at the selected location when the containers are inspected for mold. If mold is suspected, the contractor shall notify the customer, the servicing Military Claims Officer (MCO), and the responsible OO who will authorize the appropriate testing. The contractor is responsible for arranging for all testing and/or mitigation. If testing determines mold is present, contact the servicing MCO, and the responsible OO for guidance.

1.2.6.16.5. Payment in lieu of remediation. Prior to undertaking any remediation work, the contractor shall procure the services of a qualified mold remediation firm and obtain a written estimate, unless otherwise directed by the QAE/COR. The contractor shall arrange for the contaminated items to be divided into items that are or are not suitable for remediation. The contractor shall provide a copy of the estimate to QAE/COR, MCO, and customer. MCO will determine whether circumstances warrant disposal of the contaminated items without attempting remediation in conjunction with the customer. When the MCO determines that remediation is appropriate and reasonable under the circumstances, the contractor shall only be liable for the lesser of the remediation cost or full replacement cost. MCO determination of disposition of property is final.

1.2.6.16.6. Delivery of Uncontaminated Items. The contractor shall deliver any uncontaminated items to the destination.

1.2.6.16.7. Items Suitable for Remediation. The contractor shall provide pictures and an inventory of each category, salvageable & non-salvageable, if requested by MCO.

1.2.6.16.8. Shipment Inspection. The contractor shall offer the customer an opportunity to inspect the shipment and remove items of sentimental or special value at the owner’s discretion in coordination with the responsible QAE/COR. Before removal of any items, the contractor may require the customer to release them from personal injury liability for exposure to mold.

1.2.6.16.9. Disposal of Contaminated Items. The contractor is responsible for appropriately disposing of the un-remediated portion of the contaminated items.

1.2.6.16.10. Delivery of Remediated Items. Before delivery, contractor must notify the customer and destination QAE/COR that the items have been remediated, are ready for delivery, and provide a reasonable opportunity to inspect the remediated items before delivery begins.

1.2.6.16.11. Customer elects to inspect remediated items. If the customer does not accept the remediation on any item during the inspection, that item will be separated from the accepted items. If the contractor agrees with the customer that those items are unacceptable, the contractor shall deliver the accepted items and, process claims on the unacceptable items for compensation at FRV. If the contractor disagrees with the customer on any item, the MCO will make a final determination.

1.2.6.16.12. Customer declines to inspect remediated items. If customers refuse delivery of remediated items after delivery of those items begins, the contractor shall transport those items to a storage facility at the contractor’s discretion.

1.2.6.16.13. Mold Remediation. Services for mold remediation will normally be at the expense of the contractor, however, service payments may be authorized when the MCO determines the mitigating contractor is not liable for the damage. Contractor shall request the service authorization from the local Ordering Officer (OO).

1.2.6.16.14. SIT for Remediation. SIT before and during remediation on all other shipments at the expense of the contractor unless the CO determines the contractor is not liable.

1.2.6.16.15. Disposal after payment in lieu of remediation. OO will approve payments for contractor’s disposing of mold contaminated items when the contractor has made a payment to the customer in lieu of remediation and the contractor has exceeded their maximum liability on the shipment.

1.2.6.16.16. Inconvenience Claims. Contractor may be liable for an inconvenience claim until the items are available for delivery.

1.2.7. Post Move Services.

1.2.7.1. Customer Satisfaction. A series of customer satisfaction surveys will be conducted by the government or a government-contracted third party to measure contractor performance for each shipment, 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 to facilitate evaluation of the following performance requirements, including, but not limited to:

Pre-Move Services (PWS paragraph 1.2.5. and all subparagraphs): accuracy and timeliness of counseling and entitlements discussions at origin and destination.

Physical Move Services (PWS paragraph, 1.2.6. and all subparagraphs): Origin services, such as the timeliness of pickup, quality of packing, legibility of inventory, organizing and the care, courtesy, of the packing and loading crew; contract service providers were clean, neat, easily identifiable as company employees and exhibited professional behavior; and destination services such as the timeliness of delivery, unloading, unpacking, care and courtesy of the crew, inventory accurately reflected the true condition of the items packed/unpacked, loaded/unloaded so as to protect against loss and damage, packing materials were like new/sound, and debris removed as required.

Post Move Services (PWS paragraph 1.2.7. and all subparagraphs): overall satisfaction with all relocation services received, claims settlement satisfaction (if applicable).

1.2.7.1.1. Customer satisfaction will be measured on a five-point Likert scale, with the top three responses counting toward satisfaction.

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 it was 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 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 (5) GBDs (within ten (10) GBDs for shipments with a requested delivery date between June 15 through August 15).

1.2.7.2.4. Hardship Expenses. In the event the contractor fails to perform IAW the agreed to schedule, the contractor shall reimburse the customer for any out of pocket expenses incurred which are determined unavoidable and unrecoverable under any other means by the COR. These amounts are in addition to an inconvenience claim.

1.2.7.3. Invoicing. The contractor shall submit payment requests IAW PWS, Appendix, F. All services deemed payable by the DoD will be processed via the TPPS. The Task order will dictate, based on the customer’s requested pickup date, whether peak or non-peak rates apply. TPPS requests for payment will be paid by U.S. Bank Freight Payment. A fee is required to participate in the program. TPPS is an automated on-line payment processing and transaction tracking system that supports logistical transactions and is mandatory use for DOD shippers and is utilized by U.S. Government shippers. A designated financial institution receives a transaction processing fee for every paid transaction. Payments will be made to the Prime Contractor. U.S. Bank contact information is 1-800-417-1844 for TPPS assistance.

1.2.8. Reports/Notifications.

1.2.8.1. Reports. The contractor shall provide all reports and notifications included in Appendix B, Required Reports, via email to the COR as Microsoft Excel spreadsheets. Unless otherwise specified, reports shall be provided monthly, no later than the fifteenth (15th) calendar day of the month. The contractor shall make the raw data used to compile all reports available to the government by either exporting all DoD shipment data into a DoD system or providing DoD users (approximately 500) access to their transportation management system.

1.2.8.2. Scheduling Notifications. The contractor shall notify the customer of all scheduled dates as soon as known for counseling, packing, unpacking, 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 and the government of the actual weight of each shipment within one (1) GBD of shipment pickup, or prior to delivery or placement into SIT, whichever is earlier.

1.2.8.4. Excess Cost Notifications. If a customer is at risk for excess costs based on any shipment or combination of shipments exceeding or being within 10% or closer to their total weight entitlement and/or any other entitlement, the contractor shall notify the customer within one (1) day of discovery. Notification shall include that the customer is responsible for any excess costs that may be incurred, provide an estimated excess cost amount, and obtain written acknowledgment from the customer. The contractor shall also notify the COR 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 the contractor has documented two (2) unsuccessful attempts to contact the customer. Each attempt must document a proposed FADD. The attempts must be made at least eight (8) hours apart, and no later than twenty-four (24) hours in advance of the proposed FADD. The contractor shall ensure that the customer has not attempted to contact the contractor prior to placing items into storage. If an inbound shipment is projected to fail to meet the firm RDD agreed to during counseling/scheduling, the contractor shall notify the customer at the earliest practicable time, or no later than one (1) day and provide a revised RDD.

1.2.8.6. Quality Assurance Schedule Notification. NLT 0800 local installation time, daily, the contractor shall provide the government a rolling 30-day Shipment Schedule containing the schedule for all shipments being packed, picked-up, or delivered for the purposes of scheduling government QAE. The report must contain all dates, and be filterable by installation, city, county, state, country; and must contain the address location of the origin or destination activities to be observed. Any direct deliveries scheduled for same day, the contractor will make notification of delivery within one (1) hour to the destination activity.

1.2.8.7. Storage Notifications.

1.2.8.7.1. Advance Notice of SIT Expirations & Extensions. The contractor shall notify the customer and the OO in writing of the impending expirations and/or extensions. The contractor shall notify the customer thirty (30) days prior to termination of any SIT entitlement.

The…