Attachment_1_-_Performance_Work_Statement_-_DRAFT.pdf

HTC711-19-R-R004

Attachment 1

PERFORMANCE WORK STATEMENT (PWS)

For

GLOBAL HOUSEHOLD GOODS (HHG)

CONTRACT (GHC)

JUNE 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 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, pickup, and deliver shipments for relocation transportation and storage, and shall deliver personal property no later than the required delivery date (RDD). 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 Joint Travel Regulation (JTR)); (2) household goods transportation (3) traffic management and administration, including customs clearance; (4) shipment packing and unpacking, loading and unloading; (5) in-transit visibility (ITV); (6) secure Storage in Transit (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; (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) for all persons performing under this contract whose role-s involve 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 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 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’s residence and/or handling a customer’s personal property.

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

https://www.esd.whs.mil/

1.2.1.3.2 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 businesses. This utilization requirement flows down and includes any and all subcontract tiers. “First-tier subcontract" is defined as a contract awarded directly by the contractor to another contractor to perform services identified herein. "Second-tier subcontract" is defined as a contract awarded by a first-tier subcontractor to another contractor for services identified herein. "Third-tier subcontract" means a contract awarded by a second tier 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 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 with identifiable uniform. The contractor shall replace any individuals exhibiting unprofessional behavior whether or not 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 possess valid driver’s licenses.

1.2.2. Information Technology Systems. The contractor shall provide and maintain a secure, web-based, mobile-device 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 IT system will provide shipment visibility data that will report the arrival or departure of the household goods from any transition point or storage facility location, the time, the status and estimated date of arrival at destination. All contractor provided IT systems shall be accessible from a commercial or government network using common browsers and shall include the ability to upload attachments.

1.2.2.1. Systems Integration. The contractor shall integrate its system with government-managed system(s) for the purpose of receiving customer relocation orders and shipment requirements. 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.

1.2.2.2. Payment Request Integration. The contractor shall integrate its IT system with the selected government-managed system(s) for the purpose of providing payment requests. The contractor shall provide the government the minimum shipment information required to determine cost, as well as access to weight tickets.

1.2.2.3. 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. For example, an Army office shall have access to all orders submitted by the Army, whereas USTRANSCOM shall have access to all data. All data associated with the contract over its lifecycle shall be available for government access. (Reference Appendix A, Transition Plan). If the data is from a non-transactional source (e.g. data warehouse), new transactions shall be synced no less than every 12 hours. 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 until all associated actions are final.

1.2.5.2. Customer Counseling. 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. The contractor shall establish a contingency method for performing counseling for customers in remote locations, or customers who lack the ability to conduct counseling via face-to-face communication or the Internet. The contractor shall establish contact with the customer within one (1) government business day of receiving orders and customer contact information. Upon counseling completion, the contractor shall provide an electronic and/or hard copy record of the customer application for shipment and/or storage of personal property with details listed in Appendix H.

1.2.5.2.1. Personally Procured Moves (PPM). The contractor shall provide the customer 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 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.

1.2.5.2.2. 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.

1.2.5.3. Scheduling. Based on customer request, the contractor shall schedule 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 firm dates after counseling as summarized below. The contractor shall allow five (5) days 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. During counseling, the contractor and the customer will agree upon a pickup date window not to exceed seven (7) consecutive calendar days. The contractor shall document the start and end of the window, and the customer’s acceptance. Any firm booking provided by the contractor to the customer shall be within the previously agreed upon window. The contractor shall provide firm booking dates in accordance with the timeline in the table below. An “approved order” is an order sent to the contractor after a government official validates the entitlement.

Scheduling & Booking Requirements Days From Receipt of

Approved Order to Desired Pickup Date (Provided with

Order)

Counseling Provided Within

Firm Booking Dates Provided Within

Less than or equal to 30 days

3 days from receipt of order (1 day if order to desired pickup date is less than 5 days)

2 days from completion of counseling (Same day as counseling if less than 5 days between counseling to first day of pickup window)

Greater than 30 Days, less than 60 days 4 days from receipt of order 4 days from completion of counseling

Greater than or equal to 60 days 7 days from receipt of order 50 days prior to start of agreed upon pickup window

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 twenty-four (24) hours prior to scheduled packing/pickup without cost or obligation to the government.

1.2.5.3.4. 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 household goods. 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, 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. The estimate must be within 10% of the net weight as documented on the certified weight tickets. 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 and annotate Professional Books, Papers & Equipment (PBP&E), 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 that they are 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 the contractor is responsible for subsequent reassembly of all original pieces.

1.2.6.2.1. Packing Materials. The contractor shall provide packing materials that are new or in sound condition 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 materials. When allowed and if material is not new, all marks pertaining to any previous shipment must be completely 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.

1.2.6.2.2. 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 erect.

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

1.2.6.3.1. Crating. The contractor shall perform crating when approved. The contractor shall provide only new crates for all items such as mirrors, paintings, glass or marble tabletops and similar fragile articles, and taxidermy. The customer retains ownership of all crates. The packing service charges for crates includes the construction, packing and unpacking of such crates.

1.2.6.3.2. Shuttles. The contractor shall perform shuttle service when approved, to pickup or deliver shipments as the result of the origin or destination being inaccessible by virtue of building design, nonexistence roadway, construction, or obstacles. A shuttle is a truck to truck transfer, not a truck to warehouse or warehouse to truck transfer.

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. Government or any foreign entity in an international point-to-point move.

1.2.6.4.1. Shipment Preparation for Non-Temporary Storage (NTS). 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. The contractor shall seal all containers, using tamper-proof seals, at the residence. Power-driven equipment, motorcycles, boats, trailers, over size items, and upholstered furniture may be shipped uncrated. .

1.2.6.4.1.1. All cartons and wrapping material shall be in new or sound condition and adequate for the use employed. New 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.

1.2.6.4.1.2. 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.

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

1.2.6.4.1.4. 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. Removable cushions shall be stored with the master pieces.

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

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

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

1.2.6.4.1.8. 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.

1.2.6.4.1.9. The contractor shall verify that power-driven equipment, boats and motorcycles have: been drained of all gasoline; batteries removed; 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. 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.

1.2.6.6. 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.

1.2.6.7. 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.

1.2.6.8. In-Transit Visibility (ITV). The contractor shall provide the government access to ITV shipment data that will reflect at a minimum 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.

1.2.6.9. 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), 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. For partial NTS shipment release, the contractor shall provide certified weight tickets to the NTS service provider, and the government.

1.2.6.10. Reweighs. When requested by the customer or the government, 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 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, it will be limited to billing at the customer’s maximum weight entitlement or the weight documented on a certified weight ticket(s), whichever is less.

1.2.6.11. 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.. 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.

The contractor is considered an “authorized user” of USTRANSCOM ocean transportation contracts and may subcontract HHG ocean transportation using USTRANSCOM’s ocean contracts. To become an authorized user, the contractor shall provide the Contracting Officer with the name, e-mail address, and telephone number of designated individuals. Contractor selection of the ocean carrier shall comply with the respective contract’s ordering procedures.

The contractor shall be directly responsible for payment of ocean transportation charges to the ocean carrier. Terms for payment for services provided under USTRANSCOM’s ocean contracts shall be per mutual agreement of the contractor and ocean carrier.

1.2.6.12. 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).

1.2.6.13. 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.

1.2.6.13.1. 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 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.

1.2.6.13.2. 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.

1.2.6.13.3. 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.

1.2.6.14. Storage. The contractor shall provide warehouse storage facilities to accommodate storage in transit (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 fire wall 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 1 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.

1.2.6.14.1. The contractor and all subcontractors usedfor storage must acknowledge in writing that holding shipments hostage is a violation of Federal Law; specifically IAW USC Title 37, Section 453, at subparagraph (c)(5) 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.”

1.2.6.14.2. 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.

1.2.7. 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 so that the survey can be conducted to evaluate the following areas, including, but not limited to: Quality of counseling and entitlements discussions at origin and destination; Origin services such as the quality of packing, labeling, organizing and the care, courtesy, of the packing and loading crew; Destination services such as unloading, unpacking, care, and courtesy, of the crew; 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; Overall claims satisfaction (if applicable) including responsiveness, timeliness, and claims settlement.

1.2.7.1.1. Measurement of Key Performance Indicators. Language will be added for measuring KPIs.

Contractor Liability/Claims.

1.2.7.1.2. 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). This liability remains in place regardless of whether the contractor transports HHGs via this contract or transports using a USTRANSCOM contract as an authorized user. 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.

1.2.7.1.3. 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.

1.2.7.1.4. 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).

1.2.7.1.5. 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 CO. These amounts are in addition to an inconvenience claim.

1.2.7.2. Invoicing. The contractor shall submit payment requests to the selected government-managed system(s), who will then submit invoice authorizations to the Third-Party Payment System (TPPS) Automated Payment System. Currently DoD’s authorized TPPS provider is U.S. Bank Freight Payment for all household goods transactions. All services deemed payable by the DoD via the TPPS 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.

1.2.7.2.1. Financial Improvement and Audit Readiness (FIAR). The contractor shall ensure that all documentation required for DOD FIAR compliance is provided with all invoices.

1.2.7.2.2. Sub-Contractor Payments. The contractor shall provide monthly reports detailing revenue distribution to sub-contractors; for all phases of the relocation.

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 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 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, 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 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. Each attempt must document a proposed First Available Delivery Date (FADD). The attempts must be made at least eight (8) hours apart, and no later than 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.

1.2.8.6. Quality Assurance Scheduling. The contractor shall make available to the government NLT 0800 local installation time on a daily basis a report containing the schedule for all shipments for the next 30 days being packed, picked up, or delivered for the purposes of dispatch planning of government quality assurance personnel. The report must contain all dates, and be filterable by installation, city, county, state, country; and it 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 1 hour to the destination activity.

1.2.8.7. Storage-in-Transit. The contractor shall be authorized to place a shipment in storage if the customer is not available to accept the shipment in accordance with the Inbound Shipment Notification requirements. The contractor’s period of SIT eligibility begins on the FADD, and ends by the 5th working day (excluding Saturday, Sunday and holidays) after the requested delivery date(s) from storage or the actual delivery date, whichever is earlier.

1.2.8.8. Storage Notifications.

1.2.8.8.1. Advance Notice of SIT Expirations & Extensions. The contractor shall notify the customer and the Government Representative in writing of the impending expirations and/or extensions. 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.

1.2.8.8.2. SIT Extension. The contractor shall prepare and submit a written request to the applicable government representative for each storage lot with a storage extension entitlement.

Upon receipt of an approved 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.

1.2.8.8.3. 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. If the customer is entitled to delivery out of storage following conversion of the storage to customer expense, the contractor shall request approval from a government representative prior to the services being performed.

1.2.8.8.4. 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. Task Orders showing authorizations shall be maintained electronically. The Government shall have access to customer files at any time.

2. SERVICE DELIVERY SUMMARY (SDS)

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 Scheduling (Counseling and Firm Booking) 1.2.5.3.1

Counseling and Firm Booking (>= 98% per month)

Scheduled pickup spread (95% within spread, None outside of 7 days of

PERFORMANCE OBJECTIVE PWS

PARA

PERFORMANCE THRESHOLD

(AQL)

customer request)

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 1.2.7.1 >= 95% per month, No state/territory or country < 80%

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. Vessel or Aircraft Compliance 1.2.6.12 100%

3. GOVERNMENT FURNISHED PROPERTY (GFP): The government will provide government-owned office space for on-site counseling on military installations at no charge for locations requested by the government, or proposed by the contractor and approved by the government.

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 TBD @ this time 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 I) 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 J). 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 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.

4.3. 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 http://www.archives.gov/cui/registry/category-list.html 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. FOREIGN ENTITY VETTING.

5.1. Subcontractor Suitability. Contractors shall submit a semi-annual report to the contracting officer for each first tier foreign transportation service provider, operating as a separate legal entity, contracting directly with contractor or its commonly owned legal affiliate which has employees who may have physical contact with Government shipments in the ordinary course of contract performance. The initial report is due 30 calendar days after contract award and every 6 months thereafter on 1 May and 1 November.

5.1.1. The report shall include the information referenced in Appendix B.

5.1.2. For…