ACS IDIQ PWS - DRAFT_20250620.docx

PERFORMANCE WORK STATEMENT (PWS)

ARMY COMMUNITY SERVICE (ACS)

May 30, 2025

Part 1

General Information

1. General: This is a non-personal service(s) contract under which the personnel rendering the service(s) are not subject, either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the Government and its employees.

1.0.1.General Provisions: This PWS establishes the scope of contractor-provided services for ACS functions under an Indefinite Delivery Indefinite Quantity (IDIQ) contract. The contractor shall furnish all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items necessary to perform ACS services except those specified as government-furnished property and services.

This PWS establishes operational and compliance standards across all (six) functions to ensure:

· Effective communication between ACS personnel and the community.

· Accurate record-keeping and administrative oversight.

· Quality-controlled service execution that meets performance benchmarks.

· Cultural and linguistic support that enhances integration within the host nation.

· Adaptability in staffing, allowing personnel to cover other ACS functions as needed for up to 20 days per instance to support operational continuity.

The contractor shall comply with all applicable regulations, directives, and guidance established by USAG Italy, Army Community Service, and the Federal Acquisition Regulation (FAR) to ensure service reliability, accountability, and mission success.

Personnel assigned to a primary function may be temporarily reassigned to support other ACS functions for a maximum of 20 days per occurrence (at direction of the Contracting Officers Representative (COR) to address workload variability and mission demands. Such reassignments must be managed to ensure they do not compromise the delivery or effectiveness of the primary functions services.

The contractor is responsible for providing a new employee within 10 business days in the event of an employee departure. The contractor is required to notify the government of an employee’s pending departure with at least two weeks’ notice.

1.1 Description of Services/Introduction This is a non-personal service(s) contract to provide support to the USAG Italy Army Community Services for the following functions;

1) ACS Lending closet:

2) Front Desk:

3) Bilingual Support services:

4) Orientation Tour Operator:

5) Italian Language Instructor:

6) English as a second language instruction

1.2 Background: This is to procure services throughout the year to USAG Italy military community and ACS by providing orientation tours services to promote knowledge of Italian history, culture of the country, its citizens, customs and lifestyle.

1.3 Scope: The Contractor shall provide non-personal service(s) in support of ACS. The contractor services shall be made available in support of those who fall under the Status of Forces Agreement (SOFA) (Contractors that fall under SOFA, on a space available basis). The Contractor shall perform to the standards and acceptable quality levels identified in this PWS and associated contract documents.

1.4 Objectives:

Orientation Tour Operator Services - objective is to reduce stress of relocated individuals to support integration and to familiarize VMC members with the Italian culture, history and language. In order to facilitate the commander’s ability to provide comprehensive, standardized, coordinated, and responsive services that support Soldiers, Department of Defense (DoD) civilians, and Families regardless of geographical location to maximize both technology and resources, eliminate duplication in service delivery, and measure service effectiveness.

Front Desk Services – Deliver high-quality customer service by assisting walk-in and telephonic inquiries, maintaining administrative records, and managing facility scheduling.

Relocation/Lending Closet Administrative Services – Support military families by managing relocation resources, maintaining household lending inventory, and coordinating integration programs.

Bilingual Support Assistant Services – Offer linguistic and administrative assistance in English and Italian to ease transitions into the local environment and provide necessary translations for daily life.

Italian Language Instruction Services – Conduct structured language courses and cultural immersion activities to facilitate the acquisition of Italian language skills for spouses, service members, and civilian personnel.

English as a Second Language Instruction - Provide English as a Second Language instruction to active duty, retired military, DoD civilians, and their family members, and Local National (LN) civilians.

1.5 General Information:

1.5.1 Quality Control Plan (QCP): The Contractor shall develop and maintain a QCP to ensure services are performed in accordance with (IAW) this PWS. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The Contractor's QCP is the means by which it assures that the work provided complies with the requirements of the contract.

The Contractor’s Proposed QCP shall be submitted to the Contracting Officer (KO) through the Contracting Officer’s Representative (COR) for review within ten (10) days after date of contract award (Deliverable 0001).

The Government (KO, COR, and Quality Assurance Specialist) has three (3) days to review the Contractors submitted QCP. The Contractor will either receive an acceptance notice from the KO or the QCP with comments. The Contractor has an additional five (5) days to provide an updated copy of the QCP. After receipt of the QCP, the Contractor will receive the Contracting Officer’s acceptance in writing. Any proposed changes to the accepted QCP are required to be resubmitted for acceptance by the KO (through the COR) no later than thirty (30) days before implementation. At a minimum, the QCP shall include and answer the following to be acceptable:

a. How the Contractor will monitor work to ensure that performance complies with all deliverables (etc. timelines, deadlines, and goals).

b. How the Contractor will monitor work to ensure that performance complies with all specifications and requirements of the contract, including clauses.

c. How the Contractor will identify, investigate, and correct any non-conforming performance and prevent similar deficiencies in the future.

d. How the Contractor will file and save all Quality Control related documents for the life of the contract plus 5 years.

1.5.1.1 Optional addendum to the QCP: RESERVED

1.5.1.2 Quality Issues: The Contractor shall inform the COR of issues or potential issues that might affect the performance within 24 hours of identifying those issues.

1.5.1.3 Quality Assurance: The Government will evaluate the Contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on what the Government must do to ensure that the Contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the acceptable quality levels (performance thresholds).

1.6 Recognized Holidays: The following provides information on recognized holidays for the purpose of the PWS. If the submittal of any documentation (e.g. deliverables, submittals, etc.) deadlines fall on a holiday, the closest workday prior to the holiday will apply as the deadline for submittal.

1.6.1 U.S. Holidays: Work shall not be performed on U.S. holidays occurring during the normal workweek unless otherwise directed by the Contracting Officer. When a U.S holiday occurs on a Saturday or a Sunday, the holiday is observed on the preceding Friday or following Monday, respectively. The Contractor is not required to perform services on U.S. holidays.

US Holidays:

1.7 Operating Hours: The Government facility office hours, facility operating hours, and the Contractor support hour requirements often coincide, however, they may differ. Please refer to the following.

1.7.1 Government Facility Office Hours: The Government facility office hours are 0800 to 1700, Monday through Wednesday and Friday and 1300 to 1700 Thursday, except U.S. Holidays identified in paragraph 1.6.1 above or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings.

1.7.3 Contractor Support Hours:

The Contractor shall provide in-person support during designated hours for each of the six functional areas: Orientation Tour Operations, Front Desk Services, Relocation and Lending Closet Administrative Services, Bilingual Support Assistance, Italian Language Instruction, and English as a Second Language Instruction. ACS reserves the right to modify days and/or times for all six functional areas with 2 weeks notice.

1) ACS Lending closet:

Normal office hours at ACS are 0800 - 1700, Monday through Friday, with the exception of Thursday when ACS opens at 1300; the contractor shall provide coverage 35 hours per week, excluding U.S. Federal Holidays; or any day the ACS is closed in its entirety.

2) Front Desk:

Normal office hours at ACS are 0800 - 1700, Monday through Friday, with the exception of Thursday when ACS opens at 1300.The workload is 35 hours per week, excluding U.S. Federal Holidays; or any day the ACS is closed in its entirety.(Estimated at 152 man hours per month).

3) Bilingual Support services:

Normal office hours are Monday, Wednesday and Friday, 0800–1700 and Thursday 1300 to 1700. The contractor shall work no more than 30 hours per week, excluding U.S. Federal Holidays; or any day the ACS center is closed in its entirety. The contractor is not authorized overtime under this contract.

4) Orientation Tour Operator:

Between the hours of 0830-1530, Monday through Friday excluding the holidays referenced in paragraphs 1.6.1 or any day that ACS is closed in its entirety. Specifically for the tour operator function, duty will take place on every Tuesday and the 3rd Wednesday, Thursday and Friday of each month, from 0900 – 1500, with the exception of the months of July and August, where double tours will take place on the 1st and 3rd weeks of the months, if necessary, because of the number of Soldiers In-Processing

5) Italian Language Instructor:

The Contractor shall provide support between the hours of 0830-1700, Monday through Friday excluding the holidays referenced in paragraphs 1.6.1 or any day that ACS is closed in its entirety. The Contractor shall at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential.

The Contractor shall provide instructional support between the hours of 1330-1530 on Tuesdays and 0900-1200 on Fridays. The contractor will have one hour per week for additional services which may include annual trainings, course preparation, and scoring exams. In the event the contractor is unable to fulfill their obligation, they will provide an alternate within 48 hours and will notify in writing the Contracting Officer Representative of the changes. The number of students varies but will not exceed 20 people.

1.8 Contractor Work Plan:

1) ACS Lending closet:

The RLCSA shall develop and maintain a comprehensive Work Plan, which must, at a minimum, outline regularly scheduled tasks, including location, scope of work, and timeline. The initial Work Plan shall be submitted to the Contracting Officer via the COR for review within seven (7) calendar days following the contract award. Upon submission, the Government will assess the plan and either approve it or provide feedback within ten (10) calendar days. The RLCSA will then have three (3) calendar days to finalize and resubmit the Work Plan. Any proposed modifications to the approved Final Work Plan must be resubmitted via the COR for Government review and approval no later than thirty (30) days prior to implementation. The same review and approval timeline applies to all proposed changes.

2) Front Desk:

The Contractor shall prepare and maintain a Work Plan. The plan, as a minimum, shall identify regularly scheduled work (to include location, work to be completed, timeline, etc.). The Contractor’s proposed Work Plan shall be submitted to the Contracting Officer via the COR for review within seven (7) calendar days after date of contract award. The Government will review and either accept or return their comments to the Contractor within 10 calendar days. The Contractor shall then have three (3) calendar days to submit a Final Work Plan. Any proposed change to the accepted Final Work Plan is required to be resubmitted via the COR for review and acceptance by the Contracting Officer at a minimum thirty (30) days prior to implementation. The timeline noted above shall apply for review and acceptance for proposed changes.

3) Bilingual Support services:

The contractor shall prepare and maintain a Work Plan. The plan, as a minimum, shall identify regularly scheduled work (to include location, work to be completed, timeline, etc.). The contractors’ proposed Work Plan shall be submitted to the Contracting Officer via the COR for review within seven (7) calendar days after date of contract award. The Government will review and either accept or return their comments to the contractor within 10 calendar days. The contractor shall then have three (3) calendar days to submit a Final Work Plan. Any proposed change to the accepted Final Work Plan is required to be resubmitted via the COR for review and acceptance by the Contracting Officer at a minimum thirty (30) days prior to implementation. The timeline noted above shall apply for review and acceptance for proposed changes.

4) Orientation Tour Operator:

RESERVED

5) Italian Language Instructor:

RESERVED

RESERVED

1.9 Training Holidays: RESERVED

1.10 Place of Performance: The work to be performed under this contract will be performed throughout the United States Army Garrison (USAG) Vicenza and the cities of Vicenza, Padova and Verona.

1.11 Security Requirements: The following information is provided on security related matters.

1.11.1 Security Program: RESERVED

1.11.2 Personnel Security Clearance Requirements: RESERVED

1.11.3 Background Checks: Army in Europe (AE) Regulation 604-1 provides guidance pertaining to background checks for U.S. and Host Nation Contractors.

1.11.4 U.S. Citizen: The Requiring Activity Security Manager will determine the extent of background checks required. The Contractor employee may begin performance of the contract after receiving a favorable local background check. The Contractor agrees to replace the employee should results of the stateside background check, if required, be unfavorable as determined by the Requiring Activity Security Manager. The Contractor’s replacement of the employee with the unfavorable background check shall be within a timeframe provided by the Requiring Activity Security Manager. The Contractor shall also replace employees whose background check, during their tenure of employment, renders them with an unfavorable local or stateside background check, as determined by the Requiring Activity Security Manager. The Contractor shall forward a copy to the COR and the Requiring Activity Security Manager of each favorable background check within five (5) days of receipt by the Contractor, identifying such with the appropriate contract number . The Contractor shall forward a copy to the Contracting Officer via the COR and the Requiring Activity Security Manager of each unfavorable background check within five (5) days of receipt by the Contractor, identifying such with the appropriate contract number. When the Government awards a non-personal service, the need to contract directly to an individual, the failure of the individual to provide a favorable background check would be grounds for termination.

1.11.5 Local Nationals and Third Country Nationals: Local nationals and third country nationals agree to the same employee termination provisions as stated for U.S. Citizens (see paragraph 1.11.4 above, in particular, same requirements to replace the employee (and within timeframe noted) when results of background check are unfavorable). Forwarding correspondence from the Contractors shall identify the associated contract number.

1.11.6 Physical Security: The Contractor shall safeguard all Government equipment, information, and property provided for Contractor use. At the close of each work period, Government facilities, equipment, and materials shall be secured IAW the Army Physical Security Program (AR 190-13).

1.11.7 Operations Security (OPSEC) Requirements: Contractor personnel shall adhere to facility security policies and restrictions. The Contractor shall immediately report suspicious activities to security personnel.

1.12 Installation Access: Access to U.S. installations and controlled areas is limited to personnel who meet security criteria and are authorized by Host Nation law to work in that country. Failure to submit required information/data and obtain required documentation or clearances in accordance with Army in Europe (AE) Regulation 190-16 (AE Reg 190-16) Installation Access Control or (AE) Regulation 604-1 for Italy specific contracts, will be grounds for denying access to U.S. installations and controlled areas. The Contractor shall ensure that any subcontractors used in performance of this contract complies with these requirements and that all employees, of both the Contractor and any subcontractor utilized by the Contractor, are made aware of and comply with these requirements. Should anything in this paragraph conflict with AE Reg 190-16 or (AE) Regulation 604-1, the regulation takes precedent.

The Contractor shall be aware of and comply with the requirements associated with Installation Access Control. The Government is not liable for any costs associated with performance delays due solely to a firm’s failure to comply with Installation Access Control System (IACS) processing requirements.

The Contractor shall return installation passes to the issuing IACS office when the contract is completed or when a Contractor employee no longer requires access.

AE Reg 190-16 can be found on the following website: https://media.defense.gov/2017/Apr/27/2001921546/-1/-1/0/AER190-16.pdf

1.12.1 Installation Pass Log: In addition, the Contractor shall provide the Contracting Officer, via the COR, an Initial Installation Pass Log within seven (7) days after contract award. The COR will provide a spreadsheet and the content for the log.

The log shall be updated as employees are added or removed. The updated Installation Pass Log shall be current and available at any time upon request by the Government and submitted to the COR within five (5) days after any changes to the log.

1.12.2 Installation Pass Collection: The Contractor shall collect the installation access passes the same day employment of an individual has expired or has been terminated and shall return them to the issuing office within five (5) days after any changes to the log.

1.12.3 Installation termination: Upon termination or cancellation of this contract, the Contractor shall collect all outstanding installation access passes and return them to the issuing office within five (5) days .

1.13 Common Access Cards (CAC): RESERVED

1.13.1 CAC Log: RESERVED

1.14 Key Control: RESERVED

1.15 Post Award Conference: The Contractor shall attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation (FAR) Subpart 42.5 and Army Regulation 70-13. The KO, COR, and other Government personnel, as appropriate, may meet periodically with the Contractor to review the Contractor's performance. At these meetings the KO will apprise the Contractor of how the Government views the Contractor's performance and the Contractor shall apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the Government.

1.15.1 Periodic Progress Meetings: The Contractor shall attend, participate in, and furnish input to scheduled and unscheduled meetings, conferences, and briefings that relate to the functions and services herein as required by the Government to provide effective communication and impart necessary information. The Contract Manager or designated representative shall attend meetings as requested by the Government. Meeting attendees shall at times include Contractor managerial, supervisory, and other personnel knowledgeable of the subject matter. Meetings may start or end outside of regular duty hours. The Contractor shall submit meeting minutes notes to the COR for review within ten (10) days after the day of the meeting, (Deliverable 0004) The COR will review and either notify the Contractor in writing of acceptance of the meeting minutes or return with their comments to the Contractor within five (5) days. If the Government has provided comments, the Contractor shall have three (3) days to submit a Final meeting minutes.

1.16 Contracting Officer’s Representative (COR): Refer to Part 2 of this PWS for the definition of a COR. As determined by the KO, a COR will be appointed and identified by letter of designation, a copy of which will be provided to the Contractor by the KO. The designation letter states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates, or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order. The COR monitors all technical aspects of the contract and assists in contract administration. The COR is not authorized to obligate the Government. If the work is not written in the contract, the COR is not authorized to request new work. The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract, perform inspections necessary in connection with contract performance, maintain written and oral communications with the Contractor concerning technical aspects of the contract, issue written interpretations of technical requirements, including Government drawings, designs, specifications, monitor Contractor's performance and notifies both the KO and Contractor of any deficiencies, coordinate availability of Government property, and coordinate site entry of Contractor personnel.

1.17 Key Personnel: The following personnel are considered key personnel by the Government. The Contractor shall provide a Contract Manager and alternate who shall be responsible for the performance of the work. The Contract Manager or alternate shall have full authority to act for the Contractor on all contract matters relating to daily operation of this contract. The Contract Manager or alternate shall be readily available between 0800 to 1700, Monday through Friday, except Federal holidays or when the government facility is closed for administrative reasons and shall provide feedback/response to the designated COR within a 24 hour period.

1.17.1 Contract Manager and Alternate Contract Manager: The Contract Manager and Alternate Contract Manager shall have at least two (2) year’s experience in applicable functions with oral and written fluency in both Italian and English (Level 4 Fluent) in IAW Attachment 1; the ability to communicate effectively both in writing and verbally with all levels of command, people from differing cultures, as well as with young and inexperienced Soldiers and Family Members.

1.18 Identification of Contractor Employees: All Contractor personnel attending meetings, answering Government telephones, and working in other situations where their Contractor status is not obvious to third parties must identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. The Contractor shall ensure that all documents or reports produced by Contractors are suitably marked as Contractor products or that Contractor participation is appropriately disclosed.

1.18.1 Contractors Workplace: RESERVED

1.18.2 Contractor Identification: The Contractor (to include subcontractors) shall provide each of their employees an easily readable identification badge. Badges shall be worn and shall include the employee’s name, the contractor’s company name, and the functional area of assignment.

1.19 Contractor Travel: RESERVED

1.20 Other Direct Costs (ODCs): RESERVED

1.21 Data Rights: Reserved

1.22 Non-Disclosure Requirements: RESERVED

1.22.1 Non-Disclosure Statements: RESERVED

1.23 DoD Commercial Use of Imagery Guidelines: Per Public Use Notice of Limitations stated by Defense imagery Management operations Center and contained at www.dimoc.mil/resources/limitations/, the Contractor shall not cite any information (e.g., contract information, pictures, locations, etc.) obtained through this contract on any hard copy or digital marketing tools to include its company website.

1.24 Organizational Conflict of Interest (OCI): Contractor and subcontractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent OCI as defined in FAR Subpart 9.5. The Contractor shall notify the KO immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the KO to avoid or mitigate any such OCI. The Contractor’s OCI Mitigation Plan will be determined to be acceptable solely at the discretion of the Contracting Officer. In the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may affect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.25 Phase In /Phase Out Period: RESERVED

1.26 Safety: The following provides information pertaining to Safety and Accident Prevention:

1.26.1 Safety Regulations: The Contractor shall comply with all USAG Italy safety policies. The COR will provide after contract award.

1.26.1.1 Accident Prevention: The Contractor shall comply with all USAG Italy accident prevention policies. The COR will provide after contract award.

1.26.1.2 Safety Notifications: RESERVED

1.26.1.3 Italian Safety Law Decreto Legislativo (DLGS) 528/99: RESERVED

1.27 Environmental Compliance: The Contractor shall comply with all USAG Italy environmental compliance policies. The COR will provide after contract award.

1.27.1 Environmental Compliance Plan and Program: RESERVED

1.28 Required Training: The following provides information on training requirements.

1.28.1 Anti-Terrorism (AT) Level I Training: All Contractor employees, including subcontractor employees, who are employed under the contract, shall complete AT Level I Training within thirty (30) calendar days (Deliverable 0005) after contract award date or effective date of incorporation of this requirement into the contract, whichever applies, or thirty (30) calendar days after employment of new personnel. Contractor personnel travelling overseas shall complete area of responsibility (AOR) specific AT awareness training for U.S. based Contractor employees and associated subcontractor employees. The Contractor shall submit certificates of completion (Deliverable 0005) for each affected Contractor employee and subcontractor employee to the COR (or to the KO, if a COR is not assigned) within five (5) days after completion of this training by all employees and subcontractor personnel. AT Level I awareness training is available at https://jkodirect.jten.mil. Contractor personnel shall complete refresher training (Deliverable 0005) every twelve (12) months. Contractor may be required to attend AOR specific AT Level I training which shall be completed as required by local AT policies.

If training cannot be conducted on the website, the Contractor shall coordinate with the COR who will contact the local AT Officer at their assigned location for classroom training. Contractor personnel completing training in the classroom will receive a certificate or the training attendance roster signed by the AT Officer. Verification of the training shall be provided to the COR within 5 (five) days after completion of the training (Deliverable 0005).

1.28.2 OPSEC Training: IAW AR 530-1, All Contractor employees, including subcontractors, shall complete Level I OPSEC training within thirty (30) calendar days of employment under this contract (Deliverable 0006) after contract award date. Verification of the training shall be provided to the COR within five (5) days after completion of the training (Deliverable 0006). OPSEC Level I training is available at http://www.cdse.edu/catalog/elearning/GS130.html. Contractor personnel shall complete refresher training (IAW AR) (Deliverable 0006). Verification of the training shall be provided to the COR within five (5) days after completion of the training (Deliverable 0006).

If training cannot be conducted on the website, the Contractor shall coordinate with the COR, who will contact the local OPSEC Officer at their assigned location for classroom training. Contractor personnel completing training in the classroom will receive a certificate or the training attendance roster signed by the OPSEC Officer. Verification of the training shall be provided to the COR within five (5) days after completion of the training (Deliverable 0006).

1.28.3 iWATCH Training: The Contractor and all associated subcontractors shall brief all employees on the local iWATCH program (training standards provided by the requiring activity Anti-Terrorism Officer). This training will be used to inform employees of the types of behavior to watch for and instruct employees to report suspicious activity to the COR. This training shall be completed within thirty (30) calendar days after the contract is awarded and within five (5) days after new employees commence contract performance, with the results reported to the COR within five (5) days after the contract is awarded and within five (5) days after new employees commence contract performance (Deliverable 0007).Verification of the training shall be provided to the COR within five (5) days after completion of the training (Deliverable 0007). Training slides can be found on the Defense Visual Information Distribution Service website: https://www.dvidshub.net/video/583923/iwatch-2018.

1.28.4 Information Assurance (IA) Training:

1.28.4.1 Cyber Awareness Training: Required for Front Desk Services, Lending Closet, and Bilingual Services.

1.28.4.2 Information Technology (IT)/IA: Required for Front Desk Services, Lending Closet, and Bilingual Services.

1.28.4.3 Army Training Certification Tracking System (ATCTS): RESERVED

1.28.5 Network Access Training: RESERVED

1.28.6 Personally Identifiable Information (PII): Required for Front Desk Services, Lending Closet, and Bilingual Services.

1.28.7 Threat Awareness and Reporting Program (TARP): Contractor employees, including subcontractors, performing services under this contract with access to Government installations shall complete TARP training within thirty (30) calendar days of employment. Contractor personnel shall complete refresher training every twelve (12) months. The Contractor shall provide the COR a copy of the training certificate(s) within five (5) days after competition (Deliverable 0008) CORs will need to contact local military intelligence group to coordinate face to face training.

1.29 Notice to Proceed: RESERVED

1.30 Electromagnetic Compatibility Directive: RESERVED

1.30 Government Property and Services: RESERVED

1.31 Conventional Forces Europe (CFE) Treaty Verification Inspection: RESERVED

PART 2

DEFINITIONS & ACRONYMS

2. Definitions and Acronyms:

2.1 Definitions: Although not inclusive of every term used within this PWS, the following provides a list of definitions used throughout this PWS and commonly used in the acquisition field.

Contracting Officer (KO) – means a person with authority to enter into, administer, and or terminate contracts, and make related determinations and findings on behalf of the Government. Note: The only individual who can legally bind the Government.

Contracting Officer's Representative (COR) – As defined in DFARS 202.101, means an individual designated and authorized in writing by the Contracting Officer to perform specific technical or administrative functions. Department of Defense Instruction (DoDI) 5000.72, Part II Definitions states the following when defining a COR: “Defined in subpart 202.101 of Reference (f). Any individual delegated responsibilities pursuant to subpart 1.602-2 of Reference (e), regardless of local terminology, must be certified in accordance with this instruction. For example, local terminology can be COR, contracting officer’s technical representative, technical point of contact, technical representative, alternate COR, administrative COR, assistant COR, line-item manager, task order manager, quality assurance personnel, quality assurance evaluator, or COR management.” In addition, Army Regulation 70-13, Chapter 2, paragraph 2-2g, states, in part, the following when providing support personnel to assist the COR, “These other surveillance support personnel may serve as on-site representatives of the COR in performance of actual contract surveillance if they meet all COR requirements and have been appointed by the KO as alternate CORs.”

Contractor – means a supplier or vendor awarded a contract to provide specific supplies or service to the Government. The term used in this contract refers to the prime.

Contractor-acquired property – means property acquired, fabricated, or otherwise provided by the Contractor for performing a contract, and to which the Government has title.

Day – means, unless otherwise specified, a calendar day.

Defective Service – means service output that does not meet the standard of performance associated with the Performance Work Statement.

Deliverable – means anything that can be physically delivered but may include non-manufactured things such as meeting minutes or reports.

Government-furnished property – means property furnished to the contractor the Government and subsequently furnished to the Contractor for performance of a contract. Government-furnished property includes, but is not limited to, spares and property furnished for repair, maintenance, overhaul, or modification. Government-furnished property also includes Contractor-acquired property if the Contractor-acquired property is a deliverable under a cost contract when accepted by the Government for continued use under the contract.

Government property – means all property owned or leased by the Government. Government property includes both Government-furnished property and Contractor-acquired property. Government property includes material, equipment, special tooling, special test equipment, and real property. Government property does not include intellectual property and software.

Industrial Property Management Specialist (Property Administrator) – means an authorized representative of the Contracting Officer appointed in accordance with agency procedures, responsible for administering the contract requirements and obligations relating to Government property in the possession of a Contractor.

High Level Objective (HLO) – means a key overarching result-based objective for a project necessary to achieve the project’s vision. HLOs are similar to Level 2 in a Work Breakdown Structure. Each HLO may contain several statements to flesh out the areas necessary to meet the objective.

Physical Security – means that part of security concerned with physical measures designed to safeguard personnel; to prevent unauthorized access to equipment, installations, material, and documents; and to safeguard against espionage, sabotage, damage, and theft.

Quality Assurance – (or Government contract quality assurance) means the various functions, including, inspection, performed by the Government to determine whether a Contractor has fulfilled the contract obligations pertaining to quality and quantity.

Quality Assurance Surveillance Plan (QASP) – means the key Government-developed surveillance process document and is applied to Performance-Based Service Contracting (PBSC). The QASP is used for managing Contractor performance assessment by ensuring that systematic quality assurance methods validate that Contractor quality control efforts are timely, effective, and are delivering the results specified in the contract or task order. The QASP directly corresponds to the performance objectives and standards (i.e., quality, quantity, timeliness) specified in the Performance Work Statement (PWS). It provides specific details on how the Government will survey, observe, test, sample, evaluate, and document Contractor performance results to determine if the Contractor has met the required standards for each objective in the PWS. The QASP, with very few if any exceptions, is an internal to Government document.

Quality Control – means all necessary measures taken by the Contractor to assure that the quality of a product or service shall meet contract requirements.

Statement – means the specific results-based activities required to satisfy HLOs. A statement contains a result, the context of the statement, and the required action(s). Statements focus on “what” is to be accomplished; however, they are not prescriptive in describing “how” the outcome is to be achieved. Each HLO may have several statements to flesh out the areas necessary to meet the objective. Statements are similar to Level 3 in a Work Breakdown Structure.

Subcontractor – means one that enters into a contract with a prime Contractor. The Government does not have privity of contract with the subcontractor.

Workday - The number of hours per day the Contractor provides services in accordance with the contract.

Work Week – Monday through Friday, unless otherwise specified.

2.2 Acronyms: Although not inclusive of every term used within this PWS, the following provides a list of acronyms used throughout this PWS or commonly used in the acquisition field.

PART 3

GOVERNMENT PROPERTY (GP) AND SERVICES

3. Government Property and Services:

3.1 Services: RESERVED

3.2 Facilities: The Government will provide a classroom to execute orientation for the attendees.

3.3 Utilities: The Contractor shall instruct employees in utilities conservation practices. The Contractor shall operate under conditions that preclude the waste of utilities, which include turning off the water faucets or valves, light switches, etc. after using the required amount to accomplish tasks requiring the use of the utilities.

3.4 Equipment: RESERVED

3.5 Special Tooling and Test Equipment: RESERVED

3.6 Materials: The Government will provide orientation folders and flyers.

3.7 Training: RESERVED

3.8 Common Access Cards (CAC): RESERVED

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. Contractor Furnished Property and Services

4.1 General: The Contractor shall furnish all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items necessary to perform services as described in the PWS and associated contract documents, except for those items specified in Part 3 Government Property and Services.

4.2 Secret Facility Clearance: RESERVED

4.3 Materials: RESERVED

4.4 Vehicles and Equipment: The Contractor shall provide his/her own transportation and all necessary equipment to fulfill this contract. Contract vehicles that are accessing the installation are subject to random inspection.

PART 5

SPECIFIC TASKS

5. Basic Services:

5.1 The Orientation Tour Operator: shall provide overseas orientation, including cross-cultural training experiences, which will facilitate adaptation and reduce relocation based stress in support of those who fall under the Status of Forces Agreement (SOFA) (Contractors that fall under SOFA, on a space available basis). Classroom instruction shall take place at the Davis Family Readiness Center, ACS, , Caserma Ederle and tours in the surrounding community. There shall be no more than 20 attendees per session.

5.1.2 Develop and Conduct Orientation Tours

5.1.3 Conduct Orientation Tours: The Contractor shall develop and conduct orientation tours and bi-cultural orientation sessions for SOFA supported customers.

5.1.4 Host Nation Orientation for Active-Duty Soldiers: The Contractor shall conduct sessions every Tuesday of the month during the hours specified by COR. During the peak PCS season (July and August), if the number of attendees exceeds 20, the Contractor shall schedule a second tour on Wednesdays of the 1st and 3rd weeks of each month. Sessions shall include classroom instruction and a tour of the Vicenza center and places of interest within the city of Vicenza. Transportation is by local bus paid for by attendees. The Contractor shall be responsible for purchasing their own tickets and will not be reimbursed by the US Government. ACS reserves the right to modify the days and/or times of the sessions and tours with 2 weeks notice.

5.1.5 Benvenuti Cultural Integration Services: The Contractor shall conduct 1-three-day sessions per month IAW the ACS Relocation Readiness schedule which will be provided to the Contractor at the post award meeting. The COR will provide the Contractor an updated schedule for each calendar year. Sessions shall include at least two tours which can include the city of Vicenza, Verona, Padova and surrounding towns. Transportation is by local bus or train paid for by attendees. The Contractor shall be responsible for purchasing their own tickets and will not be reimbursed by the US Government.

5.1.6 Group Sessions Log Maintenance: The Contractor shall be responsible for providing documentation of class attendees using the Group Sessions Log (DA Form 5900) and submitting to the COR the last day of every month. The instructor will initial the DA Form 5900 at the end of each class and provide the form to the COR (Deliverable #0009).

5.1.7 Personnel Qualifications: All personnel must have the following qualifications to be provided in a resume:

· At least two (2) year’s gained experience in coordinating trips and historical tours in Italy.

· Ability to communicate orally and written with all levels of command, people from differing cultures, as well as with young and inexperienced Soldiers and Family Members; level 4 Fluency for both English and Italian in IAW Attachment 1.

5.1.8 Tour Plans: The Contractor shall provide a tour plan, 1 each, for the walking tours of Vicenza, Verona and Padova cities within thirty (30) days after contract award. Plans for alternate locations shall be submitted to the COR seven (7) days prior to the execution of the tour. The COR will provide written acceptance five (5) days prior to execution.

The Contractor may adjust the plan based upon customer feedback and coordination provided by the COR to the Contractor.

Adjustments to tour plans will be provided in writing to the COR seven (7) days prior to the execution of the tour. The COR will provide written acceptance five (5) days prior to execution.

At a minimum, the tour plans shall include and answer the following to be acceptable (Deliverable #0010):

c. Tours shall include primary and alternate routes which will be used randomly, and safety checkpoints.

5.1.9 Service Contract Reporting (SCR): RESERVED

5.2 Front Desk Services: The contractor shall provide front desk customer service at the ACS facility, ensuring professional, efficient, and courteous assistance to all customers. The contractor shall be responsible for managing inquiries, directing customers to appropriate ACS offices or installation agencies, and maintaining essential tracking systems.

5.2.1 Specific Tasks

5.2.2 Customer Interaction and Assistance

· Greet and assist walk-in and telephonic customers in determining their service requirements.

· Provide accurate guidance and direction to ACS offices or installation agencies.

· Maintain a professional demeanor, ensuring confidentiality and sensitivity in all interactions.

5.2.3 Client Tracking and Record-Keeping

· Maintain the Client Tracking System (CTS) weekly by logging simple customer contacts daily (e.g., use of ACS equipment, short inquiries under 15 minutes).

· Capture relevant customer details such as name, rank, date of birth, unit, and phone number.

· Archive CTS records electronically on a monthly basis in accordance with COR guidance.

5.2.4 Scheduling and Documentation

· Maintain and update the ACS calendar daily, including classroom reservations.

· Maintain daily customer sign-in sheets, ensuring accurate tracking of service utilization.

· Archive all sign-in sheets monthly and submit as directed by the COR by the 5th calendar day of the following month.

5.2.5 Standards of Performance

· Client Tracking System shall be archived electronically no later than the 5th calendar day of the succeeding month.

· The ACS calendar shall be updated daily to reflect new reservations or cancellations.

· Customer sign-in sheets shall be maintained, archived, and submitted per COR instructions.

5.2.6 Personnel Qualifications: All personnel must have the following qualifications to be provided in a resume:

Ability to communicate orally and written with all levels of command, people from differing cultures, as well as with young and inexperienced Soldiers and Family Members; level 4 Fluency in English

5.3 Relocation/Lending Closet Administrative Services: The contractor shall provide administrative and logistical support for the ACS Relocation Readiness Program and Lending Closet services. This includes maintaining an accurate inventory of household goods available for lending, assisting in community information dissemination, and supporting relocation training events.

5.3.1 Specific Tasks

5.3.2 Community Information Management

· Provide community information services relevant to ACS relocation programs.

· Generate daily or as-needed reports for the Relocation Readiness Program office, ensuring accurate information is available in the absence of the COR.

· Verify and update information on local agencies (phone numbers, building locations, hours of operation, etc.) for integration into the Defense Installation Messaging System (DIMS) and ACS resource displays.

5.3.3 Administrative and Customer Support

· Conduct general office tasks, including copying materials, setting up classrooms for relocation briefings and events, and maintaining class sign-up rosters.

· Prepare welcome packets for incoming families and sponsors with relevant community resources.

· Maintain the Client Tracking System (CTS) weekly by logging simple customer contacts daily (e.g., use of ACS equipment, short inquiries under 15 minutes) and extended…