Performance Work Statement NFATC Information Center.pdf

SENSITIVE BUT UNCLASSIFIED

Performance Work Statement

NFATC Information Center Support Services

Background The Department of State’s (DOS) National Foreign Affairs Training Center (NFATC) is the U.S.

Government’s primary training institution for officers and support personnel of the U.S. Foreign Affairs community, preparing American diplomats and other professionals to advance U.S. foreign affairs interests overseas and in the United States (Washington). At the George P. Shultz National Foreign Affairs Training Center (NFATC), the Bureau of Personnel and Training Executive Office (PERT/EX) supports NFATC Directorates in developing and delivering technology-mediated training including eLearning multimedia courses, products, materials, and related-services. Additionally, PERT/EX operates NFATC’s onsite library called the Stephen B. Low Information Center (or “Information Center”).

Assumptions The Contractor shall provide staff (referred to in this Performance Work Statement as Contractor staff) that is fully trained, experienced, and capable of performing all tasks stated that will be unique to the Department of State.

Scope The NFATC Information Center supports the instructional and research programs of the staff members of the Department of State’s National Foreign Affairs Training Center (NFATC) and of approximately 50,000 NFATC students and researchers annually. The Information Center falls under the auspices of PERT’s Executive Office (PERT/EX) which in addition to the Information Center (IC), develops custom web-delivered eLearning multimedia courses, products, materials, and related services; supports several multimedia training computer labs primarily used to supplement training in 70 languages; and provides recording and media duplication services.

The NFATC Information Center’s collection includes approximately 30,000 books, 950 DVD titles, 190 subscription periodicals, four daily newspapers and access to eBooks through the Ralph Bunche Library collection at Main State. Special collections include the Career Transition Center, Extensive Reading Program, Area Studies, and the Oral History Project.

The mission of the Information Center is to serve the research and information needs of NFATC students and staff by providing authoritative, relevant and timely resources. The Information Center collection is not a comprehensive collection, but a dynamic, fast changing collection of resources specifically geared to the current NFATC training programs. The collection consists of electronic resources and online databases, as well as print publications and multimedia resources. The collection contains diverse subject-matter areas—especially in the fields of international relations, area studies, political science, cross-cultural communications, employment and transition, training design and development, foreign language studies and second language acquisition.

One major role of the Information Center is to identify electronic resources or links as opposed to print publications. Another major role is to assure that the collections/links/resources remain current and that dated information, or materials are removed or replaced regularly, this requires close coordination with NFATC Directorates. The Information Center will provide coordination of materials in order to avoid duplication.

The Information Center also conducts training for individuals and groups on how to access and use resources, for example, how to access its digital assets including eBooks. The Information Center supports and services NFATC Directorates: Diplomatic Tradecraft and Emerging Technology, Leadership and Workforce Training and Language Studies. The physical location of the Information Center provides NFATC students with a quiet study space and access to computers for NFATC training purposes.

This contract shall provide information resource support services. The desired outcome of this contract is to field a team of information resource specialists to support and staff NFATC’s Information Center. The broad pillars of this program are as follows.

a) Information Resource Management – Provide a robust collection of traditional and digital materials to NFATC students and Staff with an emphasis on reducing barriers to access, increasing outreach and promotion of information services and empowering patrons by teaching them the necessary skills to acquire information on their own through various sources.

b) Circulation and Reference – Assist student, staff and faculty patrons with locating information resources from within the Information Center and from external electronic and physical sources.

c) Cataloging and Archiving – Analyze print and electronic materials for cataloging into the Information Center collection and analyze that collection for de-accession of materials as timely and appropriate.

d) Effective Operations and Maintenance – Open, close and maintain the Information Center; staff the circulation desk and provide daily onsite in-person staffing to support pillars a, b, and c.

Staffing Plan and Requirements Upon receiving requests to fill open positions, the Government requires 3-5 resumes per position and to meet 2-3 candidates per vacancy (resume shall be free of typographical errors) within ten business days. The Contractor is responsible for providing personnel under the Contract who meet or exceed the minimum qualifications. Government will not sponsor facility or individual clearances.

The Contractor shall not, on its own, remove or replace any personnel without the written concurrence of the responsible CO/COR.

Prior to utilizing employees other than specified personnel, the Contractor shall notify the government Contracting Officer and the COR. This notification will be no later than ten (10) calendar days in advance of any proposed substitution and must include justification [including resume(s) of proposed substitution(s)] in sufficient detail to permit evaluation of the impact on contract performance.

In the event that the performance of assigned Contractor personnel or any substitute(s) is determined by the Government to be unsatisfactory at any time during the life of the Contract, the Government reserves the right to request and receive satisfactory personnel replacement within ten

(10) business days of receipt by the Contractor of written notification. Notification will include the reason for requesting replacement personnel.

The Contractor shall implement the Staffing Plan developed as part of its proposal. The approach for hiring and retaining staff will be stated in the Staffing Plan.

The Contractor shall not use government facilities, property or time to conduct private business. As an example, all-hands meetings or other contractor meetings pertaining to non-government business must be conducted off site and at no cost to the Government.

Additionally, the Contractor shall not use government facilities, property or time to train its staff for training not tasked by the Government or not needed for government-specific programs.

The Contractor shall not use Government facilities, property or time to conduct private business. As an example, all-hands meetings or other contractor meetings pertaining to non-government business must be conducted off site and at no cost to the Government.

Additionally, the Contractor shall not use Government facilities, property or time to train its staff for training not tasked by the Government or not needed for government-specific programs.

All requests for approval of changes hereunder must be in writing, via email, and provide a detailed explanation of circumstances necessitating the proposed change.

Position Descriptions Senior Librarian Responsibilities:

The incumbent is responsible for coordinating the Information Center’s information resource and instructional services as directed by Government management. The incumbent’s duties are centered in broad responsibilities for the coordination, participation in and evaluation of information resource and instructional services programs. The incumbent coordinates the customer service functions of the NFATC Information Center, provides input to Government management on short and long-range planning of the Information Center’s development; establishes in collaboration with Government management, the needs of the collection based on the instructional and informational goals of each Directorate; evaluates, on a continuing basis, the effectiveness of the Information Center’s instructional and information resource support and recommends and/or initiates ways to provide better support the Directorates.

More specifically:

* Provides input and recommendations to government management on acquisition of new information resources as well as information resource methodologies, processes, strategic planning and implementation.

* Facilitates comprehensive reference, research, evaluative and instructional services to Information Center clientele. Counsels clientele on the use of various information resource methodologies. Also, conducts and coordinates various circulation activities including registering patrons and producing user circulation cards; charging materials in and out of the Information Center; shelving materials; and training the NFATC instructional staff on the use of the Information Center circulation software.

* Develops and maintains a central reference point for eBooks and e-Publications, mapping to Bunche Library and other publicly available resources.

* Coordinates evaluation of the current print and media collection and serials – and evaluates and recommends external materials and resources - to develop an ongoing collection management and de-accession policy, with a special emphasis on replacement with electronic information resources and eBooks.

* Maintains a current knowledge of copyright requirements and restrictions, coordinating the activities of NFATC Information Center staff in connection with copyright clearance, and, as appropriate, advising Information Center patrons on copyright restrictions.

* Opens and closes the Information Center as required.

* Briefs students/classes on how to use Information Center and Bunche Library resources and briefs instructional staff on how to use Information Center and Bunche Library resources – both formally and informally.

* Works collaboratively with NFATC Directorates and Government management to develop a continuously updated web presence/web sites in support of Information Center resources to support instructional and training needs at NFATC.

Education/Professional Experience:

1. M.L.I.S. (Master’s in Library and Information Science) from an American Library Association-accredited graduate program required.

2. A minimum of 5 years of progressively responsible experience in information centers or library programs or services.

3. Knowledge of and experience in the use of current information technologies are essential as the Information Center operates in an electronic environment.

4. Knowledge of information sciences and librarianship; contemporary library and information services;

information technology information management; commercial information products and services;

collection development and management; serials management, cataloging reference, and professional library and information science communities of practice and associations.

5. Advanced skill in customer service orientation, time management, coordination, monitoring, active listening, speaking, critical thinking, judgment and decision making.

6. Specialized skill in aligning specialist skills with organization vision; using specialized databases and other electronic resources; evaluating information resources, products and services; organizing information resources; developing outreach and promotional strategies; working on teams; project coordination; working in cross cultural environments

7. Knowledge of current information science and library theory and practice, with special emphasis on electronic information resources, databases, and services and the application and management of new technologies and delivery platforms, including social media and e-Publishing/eBooks

8. In-depth knowledge and experience in two or more functional areas of library or information center work, such as digital libraries; information technology; directorate library media; collection development and management; serials management; cataloging; and reference

9. Knowledge of copyright laws and pertinent copyright restrictions as needed to oversee the copyright clearance process and to provide guidance on copyright matters to patrons of the Library

10. Experience in the coordination of substantial library or information center programs and services

11. Knowledge of Foreign Affairs and International Relations as well as world geography (e.g., countries and capitals) and world history

12. Skill in written communication, including the ability to produce concise evaluative reports and program development plans

13. Skill in oral communication, including training programs and other public speaking

14. Sensitive to cultural diversity with proven experience working in a multicultural environment.

Number of individuals needed for Base Period: 1

Librarian Responsibilities:

* Conducts comprehensive reference, research, evaluative and instructional services to Information Center clientele. Also, conducts various circulation activities including registering patrons and producing user circulation cards, charging materials in and out of the Information Center; shelving materials; and training the NFATC instructional staff on the use of the Information Center circulation software.

* Maintains current print and media collection and serials – and evaluates and recommends external materials and resources to develop an ongoing collection management and de-accession policy, with a special emphasis on replacement with electronic information resources and eBooks.

* Maintains a current knowledge of copyright requirements and restrictions, and, as appropriate, advising Information Center patrons on copyright restrictions.

* Opens and closes the Information Center as required.

* Briefs students/classes on how to use Information Center and Bunche Library resources and briefs instructional staff on how to use Information Center and Bunche Library resources.

* As directed, maintains web presence/web sites in support of Information Center resources to support instructional and training needs at NFATC.

Education/Professional Experience:

1. At least one degree required in Library and Information Sciences. Bachelor’s degree accepted but M.L.I.S. (Master’s in Library and Information Science) from an American Library Association-accredited graduate program is required.

2. A minimum of 4 years experience in information centers or library programs or services.

3. Knowledge of information sciences and librarianship; contemporary library and information services; information technology information management; commercial information products and services; collection development and management; serials management, cataloging reference, and professional library and information science communities of practice and associations.

4. General skill in customer service orientation, time management, active listening, speaking, critical thinking, judgment and decision making.

5. Specialized skill in aligning specialist skills with organization vision; using specialized databases and other electronic resources; organizing information resources; working in cross cultural environments.

6. Knowledge of current information science and library theory and practice, including the application and management of new technologies and delivery platforms (e.g., social media and ePublishing/eBooks)

7. In-depth knowledge and experience in two or more functional areas of library or information center work, such as digital libraries; information technology; directorate library media; collection development and management;

serials management; cataloging; and reference

8. Knowledge of copyright laws and pertinent copyright restrictions as needed to oversee the copyright clearance process and to provide guidance on copyright matters to patrons of the Library

9. Knowledge of Foreign Affairs and International Relations as well as world geography (e.g., countries and capitals) and world history

10. Skill in written communication, including the ability to produce concise evaluative reports and program development plans

11. Skill in oral communication, including training programs and other public speaking

12. Sensitive to cultural diversity with proven experience working in a multicultural environment.

Number of individuals needed for Base Period: 1

Digital Archivist Responsibilities:

The Digital Archivist is responsible for the digital materials given to and created by National Foreign Affairs Training Center (NFATC) Directorates including the creation of metadata records and policies regarding the creation, storage, preservation, organization, description, and access to these materials. The Digital Archivist is responsible for initiating and maintaining outreach, reference, and collection development activities for Institute Archives and other archival collections related to NFATC training and administrative functions.

* Helps to ensure the accessibility of NFATC Information Center (IC) digital resources, NFATC archives and other special collections by determining the appropriate intellectual organization and digital storage structure, analyzing the intellectual content of the source material, and conducting research for the preparation of metadata descriptions.

* Designs and manages digital collections by establishing the metadata schema, controlled vocabularies, and exercising quality control of the software, equipment and metadata records.

* Creates policies and procedures for managing born-digital materials for ingest, storage, preservation, organization, description, and access.

* Provides access to archival collections by compiling finding aids, creating collection-level records or metadata descriptions, creating finding aids or controlled vocabularies to assist Institute students, faculty and staff and maintains a database on collections and storage space allocation.

* Provides reference services for all collections.

* Initiates and perpetuates collection development activities by maintaining NFATC and/or Departmental contributor/donor contacts, conducting field surveys, appraising potential collections, and acquiring/accessioning collections which meet NFATC’s collection development policies.

* Promotes knowledge and use of the collections by making presentations, talks, and/or interviews to Components, library groups, student bodies through NFATC courses.

* Coordinates and promotes exhibits in the IC and develops displays for special events outside the IC.

* Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.

* Contributes to the success of IC services by performing all other duties as assigned. Education/Professional Experience:

Education: At least one degree required in Library and Information Sciences. Bachelor’s degree accepted but M.L.I.S. (Master’s in Library and Information Science) from an American Library Association- accredited graduate program is preferred.

Experience: A minimum of two years of experience in processing digital archival collections, including experience in creating metadata descriptions, digitization, and care of born-digital materials.

Skills: Effective interpersonal, verbal, and written communication skills are required. Familiarity with cataloging, various computer applications, and establishing metadata descriptions required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required. Experience in outreach activities is preferred.

Certification: Digital Archives Specialist Certificate from the Society of American Archivists is preferred.

Number of individuals needed for Base Period: 1

For the Base Period of the Contract, the Government intends to obligate 1880 hours to the number of positions listed below. The Government may elect to either reduce the number of overall positions or fund additional positions in the Base Year or in later Option Years.

Program Manager Key Personnel and Other Contractor Personnel

In order to ensure a smooth and orderly startup of work, it is essential that the Key Program Manager and alternate Key Program Manager (both who will work offsite and will not bill hours to the Government in these roles) specified in the Contractor's proposal are available on the effective date of the Contract. If these personnel are not made available at that time, the Contractor must notify the Government Contracting Officer and show cause. If the Contractor does not show cause, the Contractor may be subject to default action. No substitution or replacement of the Key Program Manager or alternate shall be approved within the first ninety (90) days after Contract award unless the substitution is necessitated by illness, death, or termination of employment.

The Contractor shall not remove or replace the Key Program Manager or alternate without the written agreement of the Contracting Officer. Prior to utilizing employees other than the specified personnel, the Contractor shall notify the Government Contracting Officer and the COR. This notification must be at least ten (10) business days in advance of any proposed substitution and must include justification for the replacement. In addition, resume(s) of proposed substitution(s) of personnel who have qualifications that are equal to or better than those of the person being replaced must be included. The Government will inform the Contractor if the substituted personnel are approved, and the Contract will be modified to reflect any approved changes of key personnel. The Government will not approve substitutions for the sole convenience of the Contractor. The Contractor is herewith notified that employee recruiting and employee retention practices shall be monitored on a regular basis.

Additionally, the assigned Key Program Manager and/or Alternate Key Program Manager shall be physically available at the mentioned government facilities within 24 hours of a meeting request.

The Contractor shall identify two individuals assigned as the Key Program Manager and Alternate Key Program Manager for the Contract. The individual selected for these key personnel positions (key program manager and alternate) must be an employee of the Prime Contractor. The Key Program Manager and Alternate Key Program Manager must demonstrate the experience, skills and authority to manage this effort. They must have the functionality and have authority to represent their company to the Contracting Officer and the Contracting Officer Representative. The resumes submitted are not limited to the above descriptions; please illustrate their capability to successfully perform this function.

In the event that the performance of assigned Contractor personnel or any substitute(s) is determined by the Government to be unsatisfactory at any time during the life of the Contract, the Government reserves the right to request and receive an equal replacement resume within five (5) business days of receipt by the Contractor of written notification. Following the resume submittal, the contractor will have an additional 5 business days to provide the actual person that will fill this position, if the Government approves the proposed candidate. The timeline of 10 (total) business days to supply actual personnel, may be subject to change due to that nature of the situation and may result in the incumbent having to provide personnel on an expedited timeline. Notification will include the reason for requesting replacement personnel.

This position is the Contractor’s responsibility, and the awardee will not bill the Government for the hours completed in Contract performance. Additionally, both the Key Program Manager and the Alternate Key Program Manager will require a Public Trust clearance along with a letter of intent. The Key Program Manager and the Alternate Key Program Manager will both be unbillable and will be filled by offsite personnel.

Other Contract Personnel In the event that the performance of assigned Contractor personnel or any substitute(s) is determined by the Government to be unsatisfactory at any time during the life of the Contract, the Government reserves the right to request and receive an equal replacement within ten (10) business days of receipt by the Contractor of written notification. Notification will include the reason for requesting replacement personnel.

All requests for approval of changes hereunder must be in writing, via email, and provide a detailed explanation of circumstances necessitating the proposed change.

For the Base Period of the Contract, the Government intends to obligate 1880 hours to the number of positions listed below. The Government may elect to either reduce the number of overall positions or fund additional positions in the Base Year or in later Option Years.

Right of First Refusal of Staffing Candidate Finalists/Retention Customer service skills, technical proficiency, and accuracy are of utmost importance in the PERT/EX environment. Therefore, the Government will exercise the right of first refusal of any finalist candidates that the Contractor has identified for staffing of this contract. Specifically, the Government staff will meet with any finalist candidate submitted by the Contractor who meets or exceeds the Performance Work Statement and has been pre-screened by the Contractor. Pre-screening should consist of an in-person interview as well as a thorough background check by the prime Contractor. The Government will then either accept the finalist or refuse the finalist and ask that further finalist candidates to be provided if deemed reasonable and prudent to do so.

Retention of Staff The recipient shall retain and compensate the existing PERT/EX contract employees to the maximum extent possible. A stable, qualified workforce reduces disruption to the delivery of services during the period of transition between management and provides the benefits of an experienced and trained work force that is familiar with NFATC Information Center material, personnel, facilities, and requirements.

Performance Hours/Schedule and Locations All Contractor staff shall support the activities specified during a standard week, including EX core hours of 9:00am - 3:30 pm.

Total daily operational hours of the Stephen Low Information Center will span from 7:30 am to 5:45 pm, Monday through Thursday and 7:30 am to 5:00 pm on Friday with a 45-minute mandatory lunch. In addition, the Contractor shall ensure that the staff is available to handle after hour emergencies and planned maintenance activities as directed on a case-by-case basis (infrequent) by the Government. The overtime hours completed shall be billed at the standard hourly rate(s); overtime rates will not be accepted. After hour emergencies are generally supported on-site.

All daily work shall be performed onsite at SA-42, using Government-provided equipment (Appendix E).

Occasional work-related visits to the Department of State’s Harry S. Truman Building (Main State) – particularly, the Ralph Bunche Library – and other Department annexes in the Washington, DC metropolitan area may be required for which the Government normally provides shuttle service as transportation. Occasional attendance at the request of the Government for meetings, Government-required training or other events off-site in the local Washington DC metro area may also be required for which the Government will not provide transportation costs or per diem unless the tasks requested are unique to the Department of State. The address for the onsite work is:

U.S. Department of State, Building Annex SA-42 George P. Shultz National Foreign Affairs Training Center (NFATC) 4000 Arlington Boulevard Arlington, VA 22204

The Government will not provide nor reimburse for transportation to and from work or parking expenses.

Contractor shall adhere to all U.S. Government, Department of State, Bureau of Personnel and Training (PERT), and PERT/EX regulations and procedures. The awarded Contractor will adhere to all written Standard Operational Procedures (SOPs) both presently in place and those which may be modified or implemented which pertain directly to the execution of assignments as delineated above, are identified as necessary to clarify the PERT/EX mission and do not unduly add to the scope of the paragraph above.

Current SOPs will be made available at the post–award orientation.

Products developed under this contract shall be property of the U.S. Government.

Training The Contractor shall provide staff training to maintain up-to-date industry standard skills at their own expense. The Contractor shall provide company specific orientation to their staff at their own cost. The training cannot occur on government property.

The Government will not allow costs, nor reimburse costs associated with the Contractor training employees in an effort to attain and/or maintain minimum personnel qualification requirements of this Contract. Other training may be approved on a case-by-case basis by the Contracting Officer.

The Contractor shall fund all training unless it is State-specific in nature, such as due to a DOS NFATC change in software, hardware, change in programs, or procedures out of scope of market trends. When authorized travel/training is required on behalf of NFATC, the Contractor will be reimbursed for pre-approved training expenses.

Attendance at workshops or a symposium is considered training for purposes of this clause.

Compensation Plan The Contractor shall implement a compensation plan that is developed as part of its proposal.

Implementation activities include ensuring that compensation is applied as detailed in the offer. The contractor shall not alter, cease, or defer compensation plans for the duration of the awarded Contract.

Contractor Responsibilities The Contractor shall deliver qualified professionals to provide the following services:

Tasks below to be performed are outlined in detail in the Information Center Procedures Manual (available onsite in the Information Center)

1. Information Resources Management

• Provides guidance and support to NFATC staff and students on finding and using information resources from both within the Information Center collection and from the universe of resources available in the wider world via electronic access.

• Provides guidance and support to NFATC staff and students for best practices on information sourcing and use.

• Exercises particular expertise and emphasis on the search for and use of electronic information resources available in the wider world beyond the four walls of the NFATC Information Center.

2. Opening the Information Center Every Business Day

• Opens the Information Center each business day and preparing for patrons – open the doors of the Information Center at 7:30 AM.

• Retrieves, stamps and places daily newspapers on display and routing other copies as specified.

• Logs in all pertinent computers used for Information Center business as well as printers and copiers located in the Information Center.

• Downloads daily online foreign language news headlines.

• Logs on as starting the Power Point display for the Information Center’s front window

• Staffs the Circulation Desk (see below for details).

3. Circulation Desk and Reference Skills

• Processes approximately 9,000 transactions per year to include checking materials in and out, renewing materials, inhouse transactions and processing checkout cards for patrons.

• Answers approximately 4,500 ready reference questions per year and location materials in response to those queries.

• Assists patrons with research and provides instruction to use various commercial databases, e.g., approximately 3,500 downloaded searched per year on ProQuest and other commercial databases.

• Implements title maintenance and edits using the Information Center’s integrated computer system – approximately 400 entries per year.

• Answers phone; responds to telephone inquiries and to patron requests at the Circulation Desk.

4. Information Center Maintenance

• Checks in and shelves books, periodicals, CDs, and DVDs. Collection maintenance and organization required as per standard operating procedures in the Information Center Procedures Manual.

• Serials: Checks in and claims several hundred periodicals including more than 100 foreign language titles. This requires the ability to recognize foreign scripts to identify recipient of foreign periodicals and routing of serials to different directorates. All incumbent staff must be able to work on Excel spreadsheets with Information Center management to process Annual Subscription Renewals.

• Maintains electronic resources in our collection (e.g. e-books, databases, multimedia files).

5. Cataloging

• Incumbent staff catalogs at least 300 items per year.

• Analyzes books, multimedia and pertinent electronic resources to determine which subject heading is appropriate, check materials for Library of Congress information (e.g., classification and ISBN).

• Inputs data cataloged into The Library Corporation (TLC) MARC editor; searches Library of Congress subject headings, selects appropriate information and enters into the MARC editor.

• Prints labels for items and places on any cataloged physical materials, applies protective covers on books and places barcode on physical items.

• Catalogs both traditional and electronic resources.

6. Other Regular Areas of Support

• Incumbent staff provides Information Center orientation onsite tours for new staff and student groups and provides Information Center web page orientation to new staff and student groups.

• Works with NFATC directorates to provide periodic changes to the Information Center window display used to showcase cultural and foreign affairs themes.

• Information Center web page services: incumbent staff shall update and add content to the

Information Center’s web page as directed by Information Center management.

• Any other tasks which the Government sees fit to add which apply directly to and within the mission of the Information Center, do not exceed the position descriptions in Appendix B. Any tasks which will become routine will be added to the Information Center Procedures Manual.

7. Closing the Information Center Every Business Day

• Shelves books, periodicals and other materials.

• Logs off all computers.

• Replenishes supplies.

• Informs patrons that Information Center is closing before the actual closing time.

• Ensures that equipment is secure.

• Checks that doors are locked.

8. Program/Contract Management Services and Support

• Estimates Level of Effort: Given a task or project, the Contractor shall provide an estimate of the number of hours per team member and per project phase required to perform the task.

• Standard Operating Procedure (SOP): When requested by the COR/GTM, the contractor shall produce an SOP detailing the process to be used in creating a deliverable. The SOP shall be delivered within the timeframe specified by the COR/GTM.

• Daily attendance reports shall be provided each day by individual contractors and monthly timesheets delivered along with invoices each month within five (5) business days at the beginning of the following month (ex: June reports will be due at the beginning of July)

• Weekly Reporting: The Contractor shall provide weekly reports detailing the number of hours spent on each project by each staff member and the purpose/use of those hours by COB of the final business day of the work week.

• Monthly reporting: The Contractor shall provide monthly reports detailing the number of hours spent on specific tasks by each staff member. The monthly report shall correspond to the totals of the weekly reports, or Contractor shall provide the COR/GTM with a reasonable explanation why the two reports do not match within five (5) business days at the beginning of the following month (ex: June reports will be due at the beginning of July).

• Evaluation Feedback Mechanism: The Contractor shall provide assistance with evaluation feedback as requested by the COR/GTM, to include pulling Information Center-related survey results for specific time frames and preparing reports.

• SharePoint: Teams will use SharePoint to share documentation and reports, course and product project plans, content, job aids, and related materials. Contractor will provide assistance in designing and maintaining EX SharePoint sites (e.g., SharePoint database of course/product information, knowledge management/process site).

• Provides occasional administrative assistance as needed to support the EX mission (e.g., assistance with presentations or program support tasks related to EX’s mission).

Government Responsibility The Government will provide:

1. Training on processes and products specific to the Department of State or NFATC that are not industry standard.

2. Access to hardware, software, and networks (production and development networks) as necessary to perform the duties in this Performance Work Statement.

3. Workspace onsite in Arlington at SA-42.

4. Appropriate access to NFATC management, staff, buildings, data center facilities, and resources identified as essential to complete work activities.

5. Contracting Officer Representative/Alternate Contracting Representative (COR/ACOR) will approve and sign invoices.

6. Government Technical Monitor/s (GTMs) and COR/ACOR will monitor and inspect work.

7. The A/GA Office of Acquisitions will manage the contract and the CGFS Budget Office will allocate contract funding.

8. The COR/ACOR will provide SOPs and general on-boarding materials.

9. Shuttle service – as available – as transportation to other Department of State’s Harry S. Truman building and other Department annexes in the Washington, DC metropolitan area for Government work-required activities only during the business day as pertinent

Status Reports and Meetings

1. The Contractor shall provide daily attendance reports.

2. The Contractor shall provide monthly status reports both electronically and in hard copy to the COR/GTMs. Reports shall be provided within five (5) business days at the beginning of each subsequent month and shall include:

• Synopsis of all work that occurred during the month aligned with program/project categories.

• Synopsis of how that work contributed to specified performance objectives.

• Outstanding issues pending for Information Center projects being conducted by contract staff.

• Anticipated problems during the upcoming month.

• Summary of work by CLIN and remaining funds on each CLIN.

• Summary of work by each individual Contractor on staff.

1. The Contractor shall provide financial reports (semi-monthly, monthly, quarterly, yearly, and on demand) that detail the costs accrued by contract personnel mapped to program/project categories.

These financial reports must provide the following metrics at a minimum: employee name, employee labor category and billing rate, program category, and project name.

2. The Contractor shall provide a quarterly staffing report by CLIN. At the end of each quarter, the Contractor shall detail the previous quarter’s staffing for each CLIN, including turnover rates, and the Contractor’s success in meeting, succeeding or failing to meet the specified performance objectives.

3. The Contractor shall participate in periodic status and planning meetings with the Government.

4. The Contractor shall provide separate status reports to the project management team reporting on weekly and monthly expenditures of project labor hours by assigned staff members.

Quality Assurance Plan The Contractor shall implement the Quality Assurance Surveillance Plan (QASP) developed as part of its proposal. Implementation activities include ensuring that performance standards are met as detailed in the Performance Work Statement, both in terms of timeliness and quality as stated in the QASP. If the Government determines that the Contractor has failed to meet the performance standards, it will result in the development and implementation of a Corrective Action Plan (CAP) by the Contractor with the approval of the Government. It is expected that the Contractor will ensure that its training of staff is up to date with industry standards.

Management and Communication Plan The Contractor shall implement the Management and Communication Plan developed as part of its proposal. Administrative approach and activities of managing the contractor staff located on the client site (whether management resides onsite or offsite) as stated in the Management and Communication Plan. If partially staffed by a sub-contracting company, the Plan will detail how the contract will be managed vis-à-vis the Sub-Contractor. Plan will specify process for communicating program personnel and deliverable status.

Contract Post-Award Ratings The following represents the criteria and satisfactory levels on which the Government will base the annual evaluation of Contractor performance. The awarded Contract will be closely monitored by the COR and/or Government Technical Monitor (GTM) throughout the Contract period of performance and will be reported on at a minimum one time annually at the conclusion of each base/option year period.

The evaluation will be considered in determining if an option year will be exercised. Listed below are the performance metrics by which the Contractor will be evaluated in addition to the Contractor’s adherence to Performance Work Statement requirements.

Very good is the standard minimum to be considered successful.

1. Ratings and Definitions

Excellent: Performance meets contractual requirements and exceeds many to the Government’s benefit. The contractual performance of the element or sub-element being assessed was accomplished with few minor problems for which corrective actions taken by the Contractor was highly effective.

Very Good: Performance meets contractual requirements and exceeds some to the Government’s benefit. The contractual performance of the element or sub-element being assessed was accomplished with some minor problems for which corrective actions taken by the Contractor was effective.

Satisfactory: Performance meets contractual requirements. The contractual performance of the element or sub-element contains some minor problems for which corrective actions taken by the Contractor appear or were satisfactory.

Marginal: Performance does not meet some contractual requirements. The contractual performance of the element or sub-element being assessed reflects a serious problem for which the Contractor has not yet identified corrective actions. The Contractor’s proposed actions appear only marginally effective or were not fully implemented.

Unsatisfactory: Performance does not meet most contractual requirements, and recovery is not likely in a timely manner. The contractual performance of the element or sub-element contains a serious problem(s) for which the Contractor’s corrective actions appear or were ineffective.

2. Evaluation Criteria and Means The following represents the criteria and means on which the Government will base the annual evaluation of Contractor performance:

A. Quality

* Each individual staffed on the contract effectively meets the requirements of their position as it is detailed in the Performance Work Statement.

• Means: The COR/GTMs will direct weekly meetings with Information Center staff to discuss business at which time staff will report on their duties. Also, the COR/GTMs will interact with staff on a daily basis and observe their performance and conduct. They will consider input from other NFATC staff to ensure that Contractor staff are meeting contractual obligations with effective performance and sound conduct and will act accordingly and document as necessary.

Evaluation of this quality consideration will be subject to the COR/GTMs’ best-informed judgment.

* Each individual staffed on the Contract provides effective customer service to the internal NFATC clients of this contract staff per their duties in the Performance Work Statement. Most positions called for in this Contract require interfacing daily with internal NFATC customers. Accordingly, this Contract will be evaluated on the overall customer service skills of its staff.

• Means: Multiple measurements will be used for this evaluation, including survey feedback pertaining to both general use of our facilities and specific offerings staffed by this contract, oral or written input provided to by PERT/EX clientele to Government management, and the best judgment of the COR/GTMs observing performance.

B. Timeliness of Performance/Cost Controls The following represents the criteria and means on which the Government controls costs and measure timeliness of Contractor performance:

* Any pertinent EX projects or tasks assigned by the COR/GTMs will be documented in written specifications (via email) and completed by assigned deadlines, barring sufficient justification to do otherwise.

• Means: Projects and tasks requiring deadlines will be assigned in writing by the COR /GTMs for which Contract staff will provide technical specifications, project plans, and timely status updates in writing as necessary and written notification upon approval. Any proposed justifications for extending the deadline will be requested in writing to the COR who will then approve or disapprove the extension in writing. COR will make note of any projects not meeting deadlines without approval.

* Billable labor hours do not exceed 8 daily hours and 40 weekly hours per individual within a daily time span of from 7:30am and 5:45 pm unless directed by the Contracting Officer or the Contracting Officer Representative.

• Means: Review of pertinent attendance reports required within Performance Work Statement and a monthly review and approval of new invoices by the COR/GTM as is required by the Government. Approval of additional hours will be communicated by the Government COR in writing.

C. Business Relations

* The Contractor shall provide monthly status reports electronically to the Contracting Officer Representative and GTMs. Reports for the previous month shall be provided within five (5) business days at the beginning of the following month (ex: June reports will be due at the beginning of July) and shall include:

• Synopsis of all Contracts received during the month

• Outstanding issues pending

• Anticipated problems during the upcoming month

• Summary of Contracts and remaining funds on each order

* In addition to monthly status reports and periodic meetings, the Contractor shall provide quarterly reports, which shall detail the previous quarter's staffing for each CLIN, including turnover rates, and the Contractor's success in meeting, exceeding or failing to meet the specified performance objectives.

• Means: COR/GTM will store reports in the contract binder and/or electronically and will make note of any reports not meeting the defined requirements. If any reports are found to be lacking required information, the COR/GTM will contact contract management in a timely manner for a remedy.

* Issues regarding the performance or conduct of contract staff - either raised by the Government or discovered by contract management - are dealt with in a reasonably prompt and effective manner by contract management.

• Means: COR/GTM will document all related communications and use his/her best judgment as to whether an issue was duly and effectively handled by contract management and will work with contract management for satisfactory solutions which fit within the Performance Work Statement

* When replacements to currently budgeted staff are needed or the Government requests additional staff provided for in the contract, contract management act with reasonable promptness and effectiveness to consider and then hire quality personnel. The Government reserves the right to review the resumes of prospects that the Contractor considers to be best qualified, request to meet selections of those candidates, and to provide an opinion to the Contractor regarding those candidates.

• Means: The COR/GTM will document his/her best judgment on the timeliness of the Contractor's response to filling a vacancy need and as pertinent, document opinions on the quality of preferred candidates. Generally, the Government requires 3-5 resumes per position and meet 2-3 candidates per vacancy.

* Any other issues regarding Contract administration either raised by the Government or discovered by Contract management are dealt with in a reasonably prompt and effective manner by contract management.

• Means: COR/GTM will document all related communications and use his/her best judgment as to whether an issue was duly and effectively handled by contract management and will work with contract management for satisfactory solutions which fit within the Performance Work Statement.

Problem Notification The Contractor shall notify the Contracting Officer and COR immediately of all problems that impact or potentially affect the contract, deliverable(s), or project schedule. Such notifications shall be made verbally during normal work hours or at the beginning of the next Government workday. For each problem encountered, the Contractor shall follow verbal notification with a written report to the COR within 24 hours after the identification of the problem. If potential problems impact the contract, please contact the Contracting Officer (CO) within 24 hours after the identification of the problem.

2. Right of First Refusal of Employment

a) The Contractor shall give incumbent Contractor personnel who have been or will be adversely affected or separated as a result of award of this Contract the right of first refusal for employment openings under the Contract in positions…