DRAFT_PWS_AG_Support_Services_25Apr19.pdf

PERFORMANCE WORK STATEMENT

Directorate of Human Resources Adjutant General

Fort Knox, Kentucky

Part 1

GENERAL INFORMATION

1. GENERAL.

1.1. INTRODUCTION. This is a non-personal services contract for the Directorate of Human Resources (DHR) Adjutant General (AG) to provide timely and quality essential military human resources (HR) personnel services to customers and organizations serviced by the installation. The AG provides HR support to all Table of Distribution and Allowance (TDA) and Table of Organization and Equipment (TOE) units, directorates, agencies, tenants, and Partners in Excellence on Fort Knox, to include Active Army, Army National Guard (ARNG) of the United States, and U.S. Army Reserve Soldiers assigned, attached, or with duty to Fort Knox for 30 days or more to include units geographically separated from their brigade; to Reserve Component (RC) Soldiers ordered to: full time duty in the Active Guard Reserve Program, active duty (AD) under partial, full, or total mobilization, AD for a Presidential Reserve Call-up, and AD to fill AD vacancies; and to customers and organizations supported through an Inter Service Support Agreement (ISSA), Memorandum of Agreement (MOA), or operational order tasking through the Directorate of Personnel, Training, Mobilization, and Security

(DPTMS).

1.1.1. The contractor shall abide by all applicable Army and Fort Knox policies, laws, regulations, and personnel guidance set forth by The Army AG (TAG) and Fort Knox AG necessary to perform the full range of military HR duties at the installation level and shall provide adequate staffing to maintain acceptable levels of services at all times.

This partnership requires planning and preparation to ensure HR support to units and Soldiers whether they are deployed or at home station. The government will not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the prime contractor who, in turn shall be responsible to the government. The contractor shall provide required military personnel services training, supervision, and oversight to perform duties as defined in this performance work statement (PWS).

1.2. BACKGROUND. Fort Knox provides local and remote services to active and reserve military personnel and their Families, the Civilian DoD and DA workforce, military and government Civilian retirees, and DoD and local contractors. The approximate total workforce population on Fort Knox is approximately 20,000 (11,500 military). Fort Knox will experience a workload surge for Soldier readiness processing (SRP) throughout the year and an influx in services during deployment and redeployment to support rear detachment Soldiers and Family members. Fort Knox supports approximately 28,500 students and 5,500 cadre annually, and will have an increase in personnel services during summer months to support training missions.

Fort Knox supports approximately 72,200 other populations within 40 miles, including active and reserve Soldiers and their Families, and Retirees of all services and their Families. Fort Knox supports approximately 45,500 annual transients (others services and non-DoD employees) not assigned to Fort Knox units. A report of historical workload data may be provided by the COR upon request during negotiation.

1.2.1. Fort Knox is designated as a primary Mobilization Force Generation Installation (pMFGI) with the ability to rapidly mobilize, Soldier readiness process (SRP), and deploy RC forces as required. Fort Knox must be ready to mobilize and rapidly deploy forces for short term or enduring missions and to support requests for training and providing readiness support to designated focus readiness units.

1.2.2. Fort Knox Garrison Vision. US Army Garrison - Fort Knox is the Army’s “Gold Standard” service provider.

1.2.3. Fort Knox Garrison Mission. US Army Garrison – Fort Knox delivers and integrates services, programs, and infrastructure for a diverse multi-component installation to enable Army Readiness.

1.2.4. DHR Vision. To be the Army’s premier installation HR support team that consistently delivers programs and services that guarantees personnel readiness for commanders.

1.2.5. DHR Mission. The Directorate of Human Resources delivers specialized military personnel and human resources services and programs that directly impact personnel readiness, enhances knowledge through education, and empower resilient Soldiers, Families, DoD Civilians, Contractors, and Retirees of the Fort Knox Community.

1.2. HUMAN RESOURCES SUPPORT.

1.2.1. Objective. The objective of HR support is to maximize operational effectiveness of the total force by anticipating, manning, and sustaining military operations. The contractor shall implement HR support operations to accomplish this by building, generating, and sustaining the force providing combatant commanders the required forces for missions and supporting leaders and Soldiers at all levels. With the implementation of Integrated Personnel and Pay System (IPPS-A), the contractor shall provide analysis and manpower studies, and attend training as required in order to determine the appropriate staffing for each section.

1.2.2. Enduring principles. HR support uses a competency-based and performance oriented strategy guided by HR enduring principles that assure a higher quality, more diverse and ready Total Army enabled by effective HR systems and agile policies. HR leaders have a responsibility to not only understand the importance of their efforts and unit mission, but also the missions of all their supported and supporting units. To meet the challenges of current and future operations, HR leaders are guided by six interdependent enduring principles of HR support that must be thoughtfully weighted and applied during the planning, execution, and assessment of missions. These six principles are:

Integration. Integration maximizes efficiency by joining all elements of HR support (tasks, functions, systems, processes, and organizations) with operations ensuring unity of purpose and effort to accomplish the mission.

Anticipation. Anticipation relies on professional judgment resulting from experience, knowledge, education, intelligence, and intuition to foresee events and requirements in order to initiate the appropriate HR support.

Responsiveness. Responsiveness is providing the right support to the right place at the right time. It is the ability to meet ever-changing requirements on short notice and to apply HR support to meet changing circumstances during current and future operations. It involves identifying, accumulating, and maintaining sufficient resources, capabilities, and relevant information to enable commanders to make rapid decisions.

Synchronization. Synchronization is ensuring HR support operations are effectively aligned with military actions in time, space, and purpose to produce maximum relative readiness and operational capabilities at a decisive place and time. It includes ensuring the HR operational process is planned, executed, and assessed.

Timeliness. Timeliness ensures decision makers have access to relevant HR information and analysis that support current and future operations. It also supports a near real-time common operational picture (COP) across all echelons of HR support.

Accuracy. Accuracy of information impacts not only on decisions made by commanders, but impacts Soldiers and their Families. For Soldiers, accurate information impacts their careers, retention, compensation, promotions, and general wellbeing for family members, accuracy of information is critical for next of kin (NOK) notification if a Soldier becomes a casualty. HR providers must understand the dynamic nature of HR systems architecture and the fact that data input at the lowest level has direct impact on decisions being made at the highest level.

1.2.3. Focus of HR support. Meeting the goal of providing efficient and effective HR support relies on multi-functional HR leaders who focus their knowledge and skills in support of the Army’s most important asset—its people. HR leaders must think strategically and work collaboratively and in all areas. The contractor shall focus on the following:

Agile and clear HR policies. HR policies and procedures shall be clear, encompassing, and flexible enough to apply to the greatest number of personnel and address the widest range of circumstances. They must be adaptable enough to be able to guide and inform personnel in complex and changeable circumstances.

Effective HR practices. HR practices that emanate from the policy-level shall be streamlined, intuitive, and able to effect stable and predictable process results.

Competency-based skills. HR personnel shall be competent and able to accomplish HR core competencies and key functions. Competencies align the responsibilities, knowledge, skills and attributes needed to fulfill mission requirements.

Outcome-oriented actions. In an environment that measures HR performance, the emphasis shall be on successful outcomes in fulfillment of mission priorities. While it is important to have effective HR processes and practices in place, it is critical that the ends drive the means.

Self-development. Self-development is one of three domains of leader development and requires leaders to display discipline and a desire for excellence in lifelong learning. Using assessments, contractor HR section leaders shall invest the time to become competent and confident in HR operations.

1.3. SCOPE OF WORK. The contractor shall provide all personnel, management, supervision, equipment, tools, supplies, materials, transportation, and any other item and service necessary to perform the functions in this PWS except that which is made available by the government and specified in Part 3, Government Furnished Property, Equipment, and Services.

1.3.1. The major functions of work under this PWS are identified within the following service provider areas:

1.3.1.1. Casualty Operations and Management Support (CMS).

1.3.1.2. Soldier Actions. Provide reassignment services, process Total Army Sponsorship Program (TASP) actions, process Soldier action requests, process student action requests, and process promotion actions.

1.3.1.3. Soldier Readiness. Provide installation in- and out-processing services, issue ID tags, conduct Soldier readiness, deployment and mobilization processing, provide deployment cycle support, and manage Army Military Human Resources Record

(AMHRR).

1.3.1.4. Retirement Services. Provide Soldier-for-Life retiree support services and manage the Retiree Council program.

1.3.1.5. Transition Services. Provide transition, and pre-retirement services.

1.3.1.6. ID Card/Defense Enrollment Eligibility Reporting System (DEERS) Services.

Issue DoD ID cards and provide DEERS records services.

1.3.1.7. Personnel Automation. Provide strength management services, human capital system operations, and overall HR systems administration, support, training, and maintenance.

1.4.2. Contingencies. The government establishes contingency plans and contingency training missions to support mobilization, deployment, national emergencies, and to augment local governments in the event of natural disasters. The government must be able to react to such events without undue delay. These sudden or unusual events could result in a great impact upon contractor performance and contract requirements.

The contractor shall establish, maintain, and implement as directed by the COR or AG, plans and procedures to meet the government's requirements for contingencies as outlined in designated operational plans for the installation. In the event that unusual conditions develop, the contractor shall continue, and expand if necessary, contract performance as directed by the KO in accordance with (IAW) the AG and Fort Knox Garrison Commander (GC) guidance. A contract modification will be negotiated for any expansion of contract performance due to a contingency. Installation mobilization and disaster contingency plans are maintained and will be made available to the contractor upon contract award. The contractor shall provide input to all contingency plans as requested by the AG Plans and Operations Branch to ensure documentation accurately captures services required. The contractor personnel participating in the deployment planning process shall have a SECRET or higher security clearance and sign a non-disclosure agreement prior to attendance to meetings disclosing sensitive information.

1.4.2.1. Emergency mission essential services. Mission essential services are services that must be provided at all times. These services must be included as part of any contingency planning to ensure uninterrupted service is provided during crisis management situations, e.g., manmade or natural disaster on the installation. The following services are designated as mission essential services: CMS, ID card services, in- and out-processing, transition services, and Soldier readiness, deployment, and mobilization processing.

1.4.2.1.1. The contractor shall provide personnel to perform mission essential services when directed. The contractor shall identify personnel who shall be responsible for performing essential services. The contractor shall provide these essential services continuously without interruption pending any recruitment actions. Emergency and mission essential services are defined as normal services required by Section 5 of this PWS, but performed outside of normal duty hours or performed when the installation is operating at a degraded level due to natural or man-made disasters. The contractor shall provide data to validate mission essential services to the command level as requested by the AG.

1.4.2.1.2. The contractor shall provide an emergency access number to the COR for each employee performing in an essential position, by which they can be contacted to perform emergency or mission essential duties beyond normal hours of operation. The contractor shall perform emergency or mission essential services on an on-call basis, 24 hours per day, 365 days a year as required. The contractor shall respond telephonically within 15 minutes of contact by the COR, AG, Casualty Assistance

Center (CAC) Chief, or member of a crisis action team, and arrive at the designated place of duty within two hours after notification or as requested.

1.4.2.1.3. In order to gain access to the Fort Knox installation during these conditions, the contractor employees considered mission essential shall be identified to the watch commander at the Fort Knox Installation Operations Center (IOC). The contractor shall identify mission essential personnel on the employee roster and provide contact information as required.

1.4.3. Surge capability. During the performance of this contract there will be events that may have additional elements that increase and/or decrease the workload, such as movement of organizations on and off of the installation, deployment and redeployment operations and training, casualty operations and management support, and summer training events. As a result of this the contractor shall:

1.4.3.1. Use flexible/innovative employment and scheduling techniques to ensure performance meets the specified outcomes.

1.4.3.2. Execute innovative management strategies that effectively and efficiently meet or exceed performance standards.

1.4.3.3. Adapt to varying workload requirements and understand this contract may require work outside of normal operating hours to support mission essential services as described in this PWS, to include working overtime, shifts, weekends, and training holidays to successfully perform requirements.

1.5. GENERAL INFORMATION.

1.5.1. Quality control (QC). To ensure QC of services, the contractor shall develop and maintain an effective Quality Control and Customer Satisfaction Plan (QC & CSP). The contractor’s QC & CSP shall be the means to ensure the contractor provides quality performance, achieves customer satisfaction, fully trains personnel, and by which uncorrected and unsatisfactory performance is identified and prevented. The contractor shall electronically submit the QC & CSP in WORD format to identify, prevent, and ensure non-recurrence of defective services to the COR for approval within 30 calendar days of contract start date and within five days of change thereafter.

1.5.1.1. Provide QC oversight. The contractor shall forward the name and phone number of the QC Inspector (QCI) to the COR prior to contract start date and within one duty day of change thereafter. The QCI shall evaluate the contract annually NLT 30 days after the completion of each base and option years, and shall electronically submit the results of the evaluation to the COR NLT five duty days after completion.

1.5.1.2. Training standards. The contractor shall incorporate into their QC & CSP a written policy to implement an effective, systematic training program to support performance requirements. The policy shall describe the standards to implement a training program to meet the requirements within the PWS and clearly define responsibilities for the preparation, conduct, reporting, and tracking of training. The policy shall ensure contractor staff gain and maintain the knowledge and skills required to successfully perform on this contract. At a minimum, the contractor shall address policy on the following:

New hire training On-the-job training Remedial training Annual training Customer service/interpersonal skills training Training in response to changes in published guidance Training in response to changes in government owned equipment and systems Evaluation of special skills and requirements Improvements to training based on performance Record of training

1.5.1.3. Customer service standards. The contractor shall incorporate into their QC & CSP a written policy to set the standard expectation for contractor employees to provide customer service. The policy shall define the standards of service for each employee and relay how they are expected to behave when interacting with customers. The contractor shall clarify the expectation of service to customers for the following:

Greeting customers Informing customers of normal process time and when they can expect completion Informing customers of unexpected delays in service; verbally for short unexpected delays and KnoxInfo for planned delays Communicating with customers to keep them updated with a lengthy process Response time to questions/requests to inform customers of the status Resolving issues for customers Resolving issues with difficult customers – conflict resolution Resolving issues with designated agencies Addressing inappropriate comments and behavior Telephone etiquette Voice mail, to include leaving messages, responding to messages received, and establishing one Responding to electronic mail (e-mail) Use of Out of Office replies

1.5.1.4. The contractor shall incorporate into their QC & CSP that: the PM or QCI shall electronically notify the COR when a specific PWS performance standard was not met, why the performance standard was not met, corrective action taken to resolve, and how the contractor will prevent future occurrences within three duty days of performance not met or as otherwise requested by the COR. The contractor shall request an extension from the COR within one duty day when a response cannot be established. All nonconforming work performed under this contract shall be re-performed at no additional cost to the government.

1.5.1.5. The contractor shall comply with the Fort Knox Interactive Customer Evaluation (ICE) program, which manages customer comments received. The contractor shall be provided a copy of all comments and afforded the opportunity to provide any input regarding dissatisfied customer complaints. The contractor shall research negative comments and respond to customers via the means requested by the customer (e-mail or telephone) by the end of the same duty day as notified, and follow up with the customer as needed on each complaint until fully resolved. The contractor shall identify trends in poor performance by employees and negative feedback on processes and procedures and take action to resolve discrepancies to ensure quality standards are met. The contractor shall provide trends analysis to the COR upon request.

1.5.1.5.1. The contractor shall electronically notify the COR upon resolution of each dissatisfied comment, and if required provide a proposed action plan within three duty days of the received complaint to ensure the issues do not recur, or as otherwise requested by the COR. The contractor shall provide an initial response to the complaint if the COR determines it to be more serious and require immediate attention.

1.5.1.6. QC files. The contractor shall provide electronic documentation of all inspections and research conducted by the contractor over the course of the contract, and shall include corrective actions taken. This file shall be updated within five duty days after the event and located on the share drive, and is subject to review by the government at all times. The records shall be the property of the government and shall be turned over to the government upon completion or termination of this contract.

1.5.2. 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 IAW the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable quality level.

1.5.2.1. Performance evaluation meetings. The contractor PM and QCI shall meet periodically with the COR to review contract performance. Meetings shall include discussion of the review and analysis of key process indicators, analysis of process deficiencies, and problem resolution. At these meetings, the COR and the contractor shall discuss the contractor performance as viewed by the government and problems, if any, being experienced. The PM and QCI shall take appropriate action to resolve outstanding issues. A mutual effort shall be made by the contractor and COR to resolve all problems identified by an established suspense date. These meetings will be held as determined by the COR. The government has the right to call or cancel meetings at their discretion.

1.5.2.2. Inspection reports. The government will record quality assurance evaluation results and findings. When the contractor's performance is unsatisfactory and it is determined corrective action is not being taken, a fillable PDF Department of the Army (DA) Form 5479-R (Contract Discrepancy Report (CDR)) will be issued to the KO. The contractor shall electronically submit to the COR through the KO a fillable PDF DA Form 5479-R, giving the reasons for the unsatisfactory performance, corrective action taken, and procedures to preclude recurrence as requested by the KO.

1.5.3. Federal legal holidays. The contractor shall observe a minimum of eleven paid holidays per year IAW Wage Determination under the Service Contract Act. The contractor is responsible for complying with wage determination requirements and all other appropriate Department of Labor laws and regulations. The contractor shall not be required to conduct normal operations on the following days:

New Year's Day January 1st Martin Luther King Jr's Birthday 3rd Monday in January President's Day 3rd Monday in February Good Friday Friday before Easter Sunday Memorial Day Last Monday in May Independence Day July 4th Labor Day 1st Monday in September Columbus Day 2nd Monday in October Veterans Day November 11th Thanksgiving Day 4th Thursday in November Christmas Day December 25th

1.5.3.1. Normally when such federal holidays fall on a Saturday, the preceding Friday will be recognized as the holiday observance. When such holidays fall on a Sunday, the following Monday will be observed as a holiday. If the President declares any additional holiday in which the federal government offices where the work being performed is closed, contracted services may not be necessary on these days. The KO will have the final decision in whether the contractor is required to work on these unscheduled holidays.

1.5.3.2. The contractor may substitute for any of the named holidays another day off with pay IAW a plan communicated to the COR prior to contract award and prior to the substituted date.

1.5.3.3. Training holidays. Installation Management Command (IMCOM) has historically granted military personnel training holidays (e.g., Friday after Thanksgiving) in addition to the holidays listed above (Good Friday is a recognized holiday only for contractors). The contractor shall not be required to conduct normal operations on a designated training holiday unless otherwise noted in this contract, e.g., on call services, funeral honors requirements, contingencies, etc. The contractor may be asked to work special projects on training holidays with compensation pending approval by the KO.

1.5.3.3.1. The contractor shall provide CMS on every training holiday.

1.5.4. Hours of operation. The contractor shall designate customer hours for unscheduled walk-in customers and scheduled appointment times. The contractor shall publish designated customer service hours to the public in a clear manner using a variety of methods to ensure the widest dissemination. The contractor shall maintain an adequate workforce for the uninterrupted performance of all tasks within this PWS during operating hours. The contractor shall publish operating hours to customers and notify customers of changes to hours IAW the QC & CSP. The contractor shall request approval from the COR prior to changing designated hours once initially set. Specific allowances to adjust operating hours may be made by the COR upon request to accommodate situations in the event of adverse weather, situations that risk personal health and safety, scheduled training events, and official duties.

1.5.4.1. Core hours and cut off times. The contractor shall conduct operations between the core hours of 8:00 a.m. – 4:00 p.m., Monday – Friday except federal holidays and Fort Knox Garrison recognized training holidays, or when the government facility is closed due to government directed facility closings, e.g., local or national emergencies, administrative closings, or similar. The contractor shall establish a customer service cut off time NET 4:00 p.m. Monday – Friday for each operating section to receive new customers. The contractor shall complete all performance requirements for requests received prior to close of business at no additional cost to the government.

1.5.4.2. CMS. The contractor shall provide CMS on call support 24/7; perform AD case management requirements after normal duty hours IAW AR 638-8 and the crisis action team; and perform military funeral honors (MFH) scheduling requirements and training holidays in addition to Monday – Friday requirements at no additional cost to the government. The contractor shall coordinate and schedule MFH requests as necessary from 10:00 a.m. to 1:00 p.m. on Saturdays and training holidays, with a cutoff time of 12:00 p.m., or sooner if designated by the CAC Chief. The contractor shall execute the CMS portion of the installation mass casualty plan if required, operating 24 hours a day, seven days a week.

1.5.4.3. SRP and Manifest. The contractor shall provide Soldier readiness processing services, DEERS/RAPIDS/ID card services, and record management services for deploying and mobilizing Soldiers IAW paragraph 5.10. below for operations scheduled that may occur outside of normal duty hours at no additional cost to the government as designated by the AG. The government will attempt to schedule operations during normal duty hours to the maximum extent possible.

1.5.4.3.1. MFGI SRP. The contractor shall provide Soldier readiness processing services, DEERS/RAPIDS/ID card services, record management services, and transition services for rapidly deploying and redeploying Soldiers IAW paragraph 5.10.

that may occur outside of normal duty hours for temporary or extended periods of time.

The contractor shall perform services at no additional cost to the government unless determined by the COR and KO prior to performing services, or in the event an extension is required. The contractor shall perform services at an agreed upon degraded level as negotiated IAW Technical Exhibit 7.9.

1.5.4.4. Retiree Appreciation Days (RAD). The contractor shall provide military HR services outside of normal duty hours as necessary to support the annual RAD event at no additional cost to the government. Support may be required on Friday evenings or Saturday mornings. Historically, services were provided by the Transition, Retirement, and ID Card/DEERS sections.

1.5.4.5. Flex Time. The government will support flex time schedules where it is reasonable and practical to do so and where operational needs and performance requirements will not be adversely affected in order to mitigate overtime costs. The contractor may authorize employees to work hours that are not within the standard hours of operation while maintaining the acceptable level of service during the peak customer service operating hours of 9:00 a.m. to 3:00 p.m., Monday – Friday. The contractor may authorize employee to adjust the length of their lunch period to meet mission requirements. It is the responsibility of the project manager (PM) to supervise and ensure performance of employees with flex time schedules.

1.5.4.6. The contractor shall post potential/forecasted and unintentional/un-forecasted delays in services to customers immediately upon notification of delay at the discretion of the PM based on the anticipated impact to Soldiers. Notification to customers shall be done IAW the QC & CSP expectation of standards for notifying customers.

1.5.5. Place of performance. The principal place of employment is at Fort Knox DHR facilities. The contractor shall perform the tasks of this contract at Fort Knox Garrison, DHR, and other government facilities on and off of the installation for supported onsite and offsite organizations. The contractor may perform telephonic notifications from a residence or other remote location. The contractor may perform essential duties from a residence or other remote location if done so in a secure manner utilizing government owned contractor operated equipment to ensure information is protected and controlled at all times and requirements within the PWS are met.

1.5.6. Access and general protection/security policy and procedures. The contractor and all associated subcontractor employees shall comply with all applicable installation and facility security policies and procedures. Access to Fort Knox requires a valid state driver’s license, state identification card with photo, a valid U.S. passport, or a valid passport from other countries cleared by the State Department. The Directorate of Emergency Services will vet the employees. Until that process is completed, there may be a delay for contractor personnel as they are vetted. In addition to the changes otherwise authorized by this contract, should the Force Protection Condition (FPCON) in or around an individual facility or on the installation as a whole change, the government may require changes in contractor security matters or processes.

1.5.6.1. Common access card (CAC). The contractor shall be responsible for initiating the contractor and subcontractor employees’ CAC requests. CAC issuance is restricted and will be limited to the contractor personnel directly assigned to support this contract.

The contractor shall comply with agency personal identity verification procedures identified in the contract that implement Homeland Security Presidential Directives-12 (HSPD-12), Office of Management and Budget (OMB) Guidance M-05- 24, Federal Information Processing Standards Publication (FIPS PUB) number 201. The contractor shall ensure new employees do not receive access to sensitive information or have unsupervised access to government systems until the CAC is issued.

1.5.6.1.1. The contractor shall follow established procedures IAW published Trusted Associate Sponsorship System (TASS) policy and procedures, and guidance issued by the COR and trusted agent (TA) for the request, renewal, and retrieval of CACs.

1.5.6.1.2 . Proof of an adjudicated favorable National Agency Check with Inquiries (NACI) or equivalent background investigation is required before a CAC will be issued.

The contractor's data shall be resident in Joint Personnel Adjudication System (JPAS) and the contractor’s facility security officer shall ensure contractor employees have a record in JPAS. The contractor shall coordinate directly with the government security office responsible for initiating a background investigation as required.

1.5.6.1.3. The contractor shall electronically submit to the COR/TA a fillable PDF Trusted Associate Sponsorship System (TASS) Applicant Registration Request to initiate CAC requests within 10 calendar days after contract award and prior to start of performance on this contract thereafter. The TA will verify with the Garrison Security Office that a favorable NACI or equivalent background investigation is present. If the investigation is on file, the TA will create a new contractor account in TASS, and the contractor shall enter the contractor information and submit to the TA for approval.

Upon TA approval, the contractor shall report to the installation ID Card Facility for CAC issuance. If the investigation is not on file, the contractor shall adhere to guidance set forth by the Garrison Security Office and directly coordinate as required to submit documentation for a new investigation.

1.5.6.1.4. The contractor shall collect and turn in CACs to the COR following termination of a contractor's employee, upon termination or completion of the contract, or when a contractor is no longer eligible to retain it, whichever occurs first. The contractor shall electronically submit a fillable PDF Contractor CAC Retrieval Form to the COR/TA and turn in the CAC within one duty day of retrieval of the CAC.

1.5.6.2. Government system. The contractor shall electronically submit a fillable PDF DD Form 2875 (System Access Nomination and Authorization Request) to the Network Enterprise Center (NEC) for each contract employee to gain access to the government computer systems within 10 calendar days after contract award and prior to start of performance on this contract thereafter. The contractor shall perform duties under this contract prior to granted access from NEC. The contractor shall adhere to policy on the professionalism of online conduct as set forth by the Army and NEC.

1.5.6.2.1. Position sensitivity. In accordance with DoD 5200.2-R, the Department of

Defense (DoD) Personnel Security Program, this contract requires personnel performing work on a sensitive automated information system to be: 1) a US Citizen, and 2) assigned to positions which are designated at one of three sensitivity levels (IT– I, IT–II, or IT–III). These designations equate to critical sensitive and non-critical Sensitive positions. The contractor shall ensure individuals assigned to these sensitive positions have completed the appropriate access requests on DD Form 2875 prior to performing duties.

1.5.6.2.2. IT level II and III. Individuals assigned to positions where daily unsupervised access to DoD networks and information systems containing Sensitive but Unclassified or Sensitive Classified up to and including Collateral Secret information is part of their duties. The investigation requirement for these positions is completion of a National Agency Check with Local Agency and Credit Checks (NACLC) with favorable results.

These positions require that investigations be completed prior to assigning individuals to a position of trust. A US citizen that has a NACLC in process and a successful local records check, can be allowed assignment to the positions before the completion of the investigation, in the best interest of the DoD, at the discretion of the government if an interim CAC/clearance is granted by the Garrison Security Office prior to individual performing duties on this contract.

1.5.6.2.3. Global address listing (GAL). Contract employees shall update their profile and GAL at https://www.dmdc.osd.mil/milconnect within three duty days of being granted IT access to a government system.

1.5.6.3. Security program. The contractor shall implement and maintain a security program for control of personnel, property, and information, documents, and records.

Its security program shall include provisions for: documenting, reporting actual or potential security problems; and initiating proper procedures to correct these problems IAW applicable regulations and guidelines. Files furnished and generated under this contract’s program shall be maintained IAW Army Regulation (AR) 380-5, DA Information Security Program.

1.5.6.3.1. The contractor shall comply with Federal Acquisition Regulation (FAR) 52.204-2, Security Requirements. This clause involves access to information classified “Confidential,” “Secret,” or “Top Secret” and requires contractors to comply with DD Form 441 (The Security Agreement, including the National Industrial Security Program Operating manual (DoD 5220.22-M); any revisions to DoD 5220.22-M, notice of which has been furnished to the contractor. At the close of each duty day, government facilities, equipment, and materials shall be secured.

1.5.6.3.2. The contractor shall report threat-related incidents, behavioral indicators, and other matters of criminal investigations (CI) interest to the FSO, the nearest military CI office, the Federal Bureau of Investigation, or the Defense Security Service IAW AR 381-12, Para 1-14. The Fort Knox 902nd Military Intelligence (MI) Detachment may be contacted at 624-7647.

1.5.6.3.3. Employee debriefings. The contractor shall perform debriefing procedures for each departing contractor and subcontractor employee IAW DoD 5220.22-M being terminated during the contract period or at contract expiration.

1.5.6.3.4. Positions requiring clearance. Due to the nature and location of the work to be performed, access to certain classified data and/or sensitive data may be required to perform services under this contract. Contractor employees and its subcontractors shall be required to have appropriate clearances prior to starting work on this contract.

1.5.6.3.4.1. Under this contract, SECRET security clearances are required for the following contractor employees: persons involved in the deployment or mobilization of forces; personnel affecting control of automated system security; persons who work HR actions and require access to any personnel system requiring a clearance; persons designated to open government “first class” mail; management personnel with a "need to know" in order to administer Soldier readiness processing.

1.5.6.3.4.2. The contractor shall electronically submit to the COR a Microsoft (MS) EXCEL roster of employees whose position requires a SECRET clearance by the contract start date, and within three duty days of change thereafter. The roster shall contain each employee’s full name, position, clearance level, and date of clearance.

The contractor shall coordinate with the FSO and Garrison Security Office as needed to obtain information and ensure the roster remains current.

1.5.6.3.4.3. Where access to classified information is necessary in the performance of the duties called for under this contract, the guidance contained in the DoD 5200.2-R apply. A determination of eligibility for access to classified information or assignment to sensitive duties is a discretionary security decision based on judgments by appropriately trained adjudicative personnel.

1.5.6.3.5. Removal of contract personnel. The government retains the right to request removal of contract personnel, regardless of prior clearance or adjudication status, whose actions clearly conflict with the interest of the government. The reason for removal will be fully documented in writing by the COR and approved by the KO. The contractor shall assign qualified personnel to fill vacancies created due to removal of contract personnel within 10 calendar days of removal for key personnel and 30 days for all other.

1.5.6.3.6. Key control. The contractor shall establish and implement methods of making sure all keys issued to the contractor by the government are not lost or misplaced and are not used by unauthorized persons. No keys issued to the contractor by the government shall be duplicated. The contractor shall submit to the COR a Key Control Plan in WORD/PDF IAW AR 190-51, Security of Unclassified Army Property (Sensitive and Nonsensitive) and AR 190-13, The Army Physical Security Program within 30 calendar days of contract start date and within 3 duty days of change thereafter. Such procedures shall include turn-in of any issued keys by personnel who no longer require access to locked areas, signing keys in, and conducting inventories. Inventory documents are subject to inspection by the COR, building managers, government key control custodians, and installation physical security officers. The contractor shall immediately report any occurrences of lost or duplicate keys/key cards to the COR. If it is determined that the contractor was the responsible party for the lost keys, the contractor shall bear the cost of replacement as determined by the KO.

1.5.6.3.6.1. The contractor shall maintain key accountability for entrance doors to buildings 1378, 1384, 2020, and contractor occupied offices as needed. The government will provide a key control custodian for buildings 1378, 1384, and 2020.

1.5.6.3.6.2. The contractor shall electronically submit to the COR a memorandum in WORD/PDF listing each building and a number of keys needed for each contractor occupied office by the contract start date and upon request for change thereafter. This memorandum will be kept on file with the government key custodians and the contractor and shall be updated upon changes.

1.5.6.3.6.3. In the event keys are lost or duplicated, the contractor shall, upon direction of the KO, re-key or replace the affected lock or locks; however, the government, at its option, may replace the affected lock or locks or perform re-keying. When the replacement of locks or re-keying is performed by the government, the total cost of rekeying or the replacement of the lock or locks shall be deducted from the monthly payment due the contractor.

1.5.6.3.6.4. The contractor shall prohibit the use of government issued keys by any persons other than the contractor’s employees. The contractor shall prohibit the opening of locked areas by the contractor employees to permit entrance of persons other than the contractor employees engaged in the performance of assigned work in those areas, or personnel authorized entrance by the COR.

1.5.6.3.7. Lock combinations. The contractor shall establish and implement methods of ensuring that all lock combinations are not revealed to unauthorized persons. The contractor shall ensure that lock combinations are changed when personnel having access to the combinations no longer have a need to know such combinations or when personnel having access leave the organization. The contractor shall ensure the COR is provided the combination prior to the end date of the period of performance of this PWS. These procedures shall be included in the contractor’s QC & CSP.

1.5.6.3.8. Blank ID cards. The contractor shall store blank forms in a locked cabinet or safe in a locked room unless in use. Blank ID cards will be stored and controlled IAW directed guidance.

1.5.7. Special qualifications. The contractor shall provide a workforce possessing relevant experience and skills/knowledge, training, certifications, licenses, notaries, and permits to satisfactorily perform the full range of military HR personnel services at the military personnel division and installation level. The contractor shall, without additional effort by the government, train employees and obtain all certifications, licenses, notaries and permits required for performance of work and for complying with all applicable federal, state, and local laws. The contractor shall train the workforce IAW the QC &

CSP.

1.5.7.1. Evidence of such training and qualification shall be kept on the share drive and subject to COR review.

1.5.7.2. The contractor employees shall have the ability to proficiently communicate in the English language.

1.5.7.3. Skills required. All contractor employees shall have experience in the following:

related administrative work experience; knowledge of Microsoft Office (WORD, EXCEL, POWER POINT, ACCESS, OUTLOOK); customer service; proficient written and oral communication skills; all standard office equipment (including printers, copiers, scanners, telephones); comfortable talking on the phone and in person; possess confident and engaging presenting skills (if required to conduct briefings); data input;

and preparing and checking standardized reports, memos, correspondence, presentations, and filing.

1.5.7.3.1. Section Chiefs shall have experience in data management, fiscal responsibility, running meetings, problem solving, conflict resolution, working in a dynamic environment, and adjusting priorities and responsibilities on a regular basis.

1.5.7.3.2. Notarial services. The contractor shall perform notary services IAW paragraph 5.12.7. The contractors shall be able to confirm 100% of notary services they performed in relation to services of this contract.

1.5.7.4. The contractor shall have a recruitment and retention program that attracts and retains qualified individuals, as a stable workforce is critical to successful performance of this mission. The contractor shall report the cumulative monthly turnover rates as part of the end of the month report. The contractor shall not hire off-duty government personnel whose employment would result in a conflict of interest as described in DoD 5500.7-R.

1.5.7.5. The government reserves the right to seek price adjustments if the KO determines that the contractor is not making reasonable efforts to hire replacements within the time constraint, and if the lack of personnel is negatively impacting performance of the required contract workload.

1.5.8. Post award conference. The contractor shall agree to attend any post award conference convened by the contracting activity or contract administration office in accordance FAR Subpart 42.5.

1.5.9. Personnel.

1.5.9.1. Key personnel. The contractor shall electronically identify to the COR key personnel by name and position for performance of this contract prior to contract start date and within one duty day of change thereafter. The contractor shall replace key positions immediately, but in no case shall the position remain unfilled later than 10 duty days after a position becomes vacant or after a new position is established. The contractor shall electronically notify the COR and provide written explanation if the contractor is unable to replace key personnel within 10 duty days of vacancy. The contractor shall submit updates to employee and key personnel rosters IAW paragraph 5.2.2.

1.5.9.1.1. PM. The contractor shall designate a PM who is an employee of the prime contractor and shall serve as the primary point of contact (POC) on a full-time basis at the principal place of performance during the contract. The PM shall possess experience in all functional areas associated with providing military personnel service support, managing large-scale government projects and teams, be familiar with government policies and procedures, possess good supervisory, analytical, and time management skills, and be an independent thinker. The contractor shall identify to the COR the PM prior to contract start date. The PM shall:

1.5.9.1.1.1. Have full authority to act for the contractor on all matters relating to daily contract operation; ensure personnel support for the performance of this contract;

formulate and enforce work standards, assign schedules, supervise the contractor personnel, establish and conduct joint technical and management reviews; define requirements and oversee processes for the specific tasks; coordinate and manage the efforts of the contractor’s team; ensure the contractor compliance with local, state, and federal government policies, procedures and regulations regarding physical security, personal safety, fire, emergency, and work environment; and ensure contractor compliance with all applicable DoD and DA regulations, policies, directives, and published guidance regarding proper use of government resources.

1.5.9.1.1.2. Ensure immediate notification to the COR of error occurrences, problem conditions, and nonconformance impacting or delaying services and deliverables of any part of this contract or as published in the contractor QC & CSP. PM shall make notification telephonically or electronically and shall follow up until completion to ensure services are rendered IAW the PWS and QC & CSP.

1.5.9.1.1.3. Be physically available during core hours or have a designated alternate available, and telephonically available after normal duty hours for emergency notification.

1.5.9.1.1.4. Be responsible for providing all deliverables to the government during contract period of performance IAW the contract terms and conditions; identify, and subsequently mitigate and control, risks associated with requisite services; plan, monitor, and control PWS tasks, work packages, and schedules. Technical Exhibit 7.2., Deliverables, contains a list of deliverables for this contract. Deliverables cited within Technical Exhibit 7.2. are not all-inclusive.