PWS 2020 ID Card Services DRAFT Sources Sought Post.pdf

DRAFT

Performance Work Statement (PWS)

DEFENSE ENROLLMENT AND ELIGIBILITY

REPORTING SYSTEM (DEERS) REAL-TIME

AUTOMATED PERSONNEL

IDENTIFICATION SYSTEM (RAPIDS)

COMMON ACCESS CARD (CAC) SERVICES

FORT BRAGG, NC

28 Feb 2020

DRAFT

Table of Contents

INTRODUCTION

Background

Objectives

Climatic Conditions

1.4 Facility Access

1.5 Traffic Flow

1.6 Drainage

1.7 Restoration of Landscape Damage

1.8 Dust Suppression

2.0 REQUIREMENTS

2.1 Description of Services

2.1.1 Non-Personal Services

2.1.2 General Information

2.1.3 Place of Performance and Hours of Operation

2.1.4 Federal Holidays

2.1.5 Travel/Temporary Duty

2.1.6 Emergency Services

2.1.7 Contract Administration and management

2.1.8 COR/ACOR Functions

2.1.9 Quality Control (QC)

2.1.10 Subcontract Management

2.1.11 Contractor Employees

2.1.12 Business Relations………………………………………………………………………6

2.2 Work Management…………………………………………………………………………….6

2.2.1 Coordination………………………………………………………………………………6

2.2.2 General Fund Enterprise Business System (GFEBS)…………………………….….6

2.3 As-Builts and Geospatial Information System (GIS)……………………….……..6

2.3.1 Maintain As-Builts………………………………………………………………………..6

2.3.2 Real Property Records Updates………………………………………………………..7

2.3.3 GIS…………………………………………………………………………………………7

2.3.4 GIS Support Services……………………………………………………………………7

2.3.5 GIS Files…………………………………………………………………………………..7

2.3.6 Other Documents………………………………………………………………………...7

2.4 Historic Property or Archaeological Site…………………………………………………….7

2.4.1 Repair and Replacement………………………………………………………………..7

2.5 Special Requirements…………………………………………………………………………7

2.5.1 Security……………………………………………………………………………………7

2.5.2 Security Training…………………………………………………………………………8

2.5.3 Safety……………………………………………………………………………………...8

2.5.4 Training, Physical Requirements, or other Expertise Required…………………….8

2.5.5 Environmental Requirements…………………………………………………………...8

2.5.6 Contingency Plans………………………………………………………………………..8

2.6 Job Order Contract (JOC) Quality Assurance (QA)/Inspection Suppor…………………9

2.6.1 Project Support……………………………………………………………………………9

3.0 PERFORMANCE REQUIREMENTS AND STANDARDS………………………………………………9

3.1 High Level Objectives (HLO)…………………………………………………………………9

3.1.1 Performance Task Requirements, Standards and Acceptable Quality Levels (AQLs)…………………………………………………………………………………….9

3.2 Transition………………………………………………………………………….…………..12

3.3 Contractor Manpower Reporting Application (CMRA)……………………………………12

3.3.1 Reporting Labor Hours…………………………………………………………………12

4.0 PERFORMANCE REQUIREMENTS SUMMARY (PRS) MATRIX……………………………………13

4.1 Quality Assurance……………………………………………………………………………14

4.2 Quality Control Plan (QCP)………………………………………………………………….14

5.0 COMMON LEVELS OF SERVICE (CLS)…………………………………………………………14

6.0 DELIVERABLES………………………………………………………………………………….15

7.0 RELATED DOCUMENTS………………………………………………………………………….17

7.1 Definitions and Acronyms…………………………………………………………………...17

7.1.1 Definitions………………………………………………………………………………..17

7.1.2 Acronyms……………………………………………………………………………..…21

7.2 Applicable Directives, Publications…………………………………………………………22

7.3 Technical Exhibit (TE)………………………………………………………………………..22

7.4 Government-Furnished Material (GFM)/Property (GFP)/Equipment (GFE)…………….23

7.4.1 Utilities……………………………………………………………………………………23

7.3 Contractor-Furnished Material (CFM)/Property (CFP)/Equipment (CFE)……………...23

7.5.1 Contractor-Furnished Material and Responsibilities………………………………...23

7.5.2 Contractor-Furnished Items…………………………………………………………….23

7.5.3. Contractor Facilities…………………………………………………………………….23

7.6 U.S. Department of Labor (DOL) Wage Determination (WD)…………………………...23

Introduction. This is a non-personal services contract to provide Defense Enrollment and Eligibility Reporting System (DEERS)/ Real Time Automated Personnel Identification System (RAPIDS) Common Access Card (CAC) support services for the Installation Management Command (IMCOM) at Fort Bragg, North Carolina. The Government will not exercise any supervision or control over the contract service providers. The Contractor shall perform to the standards specified in this Performance Work Statement (PWS). Contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government. The Contractor shall provide all personnel, supervision, supplies, equipment and facilities, necessary to perform the verification and issuance of military identification (ID) and CAC cards for active duty military, Reserve and National Guard members, military retirees, family members, Department of Defense civilians and other eligible recipients. If the number of personnel serviced at the Fort Bragg ID Card Facility decreases due to downsizing of the Army, realignment of organizations to other locations, or any other similar reason, the Government reserves the right to descope the requirement and negotiate a new price with the contractor. The contractor should provide all personnel, supervision, and other items and non-personal services necessary as defined in this PWS.

Background. The Department of Defense (DoD) implemented the DoD CAC.

The CAC is accepted by all DoD components as the official DoD/ Federal identification credential that can be used for logical and physical access once access privileges are granted. The CAC also serves as electronic access to secure websites and electronic mail. The CAC identification cards are issued to all eligible recipients listed in this paragraph. The CAC is issued and maintained in part using DEER S/ RAPIDS workstations. The DoD provides identification cards to military Retirees, Family Members, and other eligible recipients. Fort Bragg is located in Cumberland County , North Carolina, and the operation is located in two facilities. The population base consists of approximately 70,000 military, Government civilian, and Contactor personnel, as well as 128,000 resident Retirees and Family members. Annual customers serviced is approximately 65,000.

Objectives. The Contractor shall ensure all work accomplished in the performance of this PWS meets all applicable Federal, State, and local laws, regulations, and directives to include, but not limited to, the publications in Section 7, Related Documents. Positive verification and issuance of ID and CAC cards for eligible recipients listed in Para 1.1.

The Contractor shall compile historical data, prepare required reports, and submit all information as specified by the Deliverables presented in the contract. The Contractor shall ensure all work in support of mission requirements tendered to the Government for acceptance conform to the measurable performance standards of quality, timeliness, and quantity specified in the PWS of this contract.

The intent is to establish work requirements that are performance-based and results-oriented. The Contractor shall determine the best and most cost effective ways to fulfill Defense Enrollment and Eligibility Reporting System (DEERS)/ Real Time Automated

Personnel Identification System (RAPIDS) Common Access Card (CAC) and their component needs, emphasizing innovation and commercial best practices.

Climatic Conditions. NA

1.4 Facility Access. NA

1.5 Traffic Flow. NA

1.6 Drainage. NA

1.7 Restoration of Landscape Damage. NA

1.8 Dust Suppression. NA

2.0 Requirements.

2.1 Description of Services. See Section 5.0 for the specific CLS or Functional Area

(FA).

2.1.1 Non-Personal Services. The personnel rendering the services are not subject;

either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the Government and its employees. Non-personal service contracts are authorized by the Government in accordance with (IAW) Federal Acquisition Regulation (FAR) Subpart 37.104, under general contracting authority, and do not require specific statutory authorization.

2.1.2 General Information.

2.1.2.1 Period of Performance (PoP) The PoP consists of 6 months and 4 years. The PoP is as follows:

Phase-in/out Period 30 Sep 20 – 29 Oct 20 Base Period 30 Oct 20 – 29 Mar 21 Option Period I 30 Mar 21 – 29 Mar 22 Option Period II 30 Mar 22 – 29 Mar 23 Option Period III 30 Mar 23 – 29 Mar 24 Option Period IV 30 Mar 24 – 29 Mar 25

2.1.3 Place of Performance and Hours of Operation.

2.1.3.1 Place of Performance. The work to be performed under this contract will be performed at Bldg. 4-2843 Normandy Drive, Fort Bragg, NC and Bldg. 397 Maverick Street, Pope AAF, NC.

2.1.3.2 Hours of Operation. The Government's regular (normal) hours are from 0800 – 1700 hours, except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. The Contractor shall conduct business during regular hours.

2.1.4 Federal Holidays. The Contractor’s performance shall not be required on the Federal public holidays listed below. Holidays occurring on weekends will be observed as directed by the Federal calendar (5 U.S.C. 6103).

New Year’s Day Labor Day Martin Luther King Jr.’s Birthday Columbus Day President’s Day Veteran’s Day Memorial Day Thanksgiving Day Independence Day Christmas Day

2.1.4.1 Extended Hours of Operation due to mission requirements such as deployments and Redeployments of unit s, there are occasions in which the Fort Bragg ID Card Facility (FBIDCF) may need to operate for extended periods. These periods may require hours of operation before or beyond normal hours of operation in accordance with the FBIDCF mission requirements. Under these extended hours, start times and end time may be adjusted to accommodate workload. In these instances, the Government will notify the contractor at least 24 hours in advance to allow the contractor time to rearrange work schedules leading up to the event requiring special operating hours and avoid the need for overtime. The contractor will be allowed to provide a flexible work schedule for their employees who are required to work extended hours on those days necessary to meet mission requirements. The Government must approve any changes outside of the normal hours of operation.

2.1.4.2 Mission Essential Functions. The Government has identified a portion of the contractor services performed under this contract as mission essential contractor functions that must be executed in support of emergency and/ or real world events. The mission essential services are listed in Section 5, Specific Tasks as follows: half of the requirements in Para 5.1 (10 full time employees) and all of the requirements in para 5.2, 5.4, and 5.5. The Mission-Essential Contractor Services Plan must be submitted by the Contractor to the COR NLT 10 days after changes occur for approval by the KO.

The Contractor shall maintain and update the Mission-Essential Contractor Services Plan as necessary. The Mission-Essential Contractor Services Plan is incorporated into this contract IAW DFARS 252.237-7023, Continuation of Essential Contractor Services and para 1.6.2.1. Mission-essential functions means those organizational activities that must be performed under all circumstances to achieve DoD component missions or responsibilities, as determined by the appropriate functional commander or civilian equivalent. Failure to perform or sustain these mission essential functions would significantly affect DoD’s ability to provide vital services or exercise authority, direction, and control.

2.1.4.3 Installation Closures. When an unforeseen installation closure occurs on a regularly scheduled day of work, the Contractor shall:

a. Reschedule the work to be performed the following day unless the following day is a Saturday, Sunday, a legal public holiday, and when routine work is not scheduled for that day; or

b. Reschedule the work on any day mutually satisfactory.

c. Comply with the Mission Essential clause in Technical Exhibit 6.

2.1.4.4 Inclement Weather Delay. NA

2.1.5 Travel/Temporary Duty. NA

2.1.6 Emergency Services.

2.1.6.1 The Contractor or their employees shall immediately notify their supervisor of any accident requiring emergency medical treatment. The Contractor shall notify the KO or COR/ACOR immediately, not later than (NLT) two (2) hours of the incident.

2.1.6.2 The Contractor shall be responsible for the emergency medical treatment services for Contractor personnel.

2.1.7 Contract Administration and management.

2.1.7.1 Post Award Conference/Performance Evaluation Meetings. The Contractor shall attend the post award conference convened by the contracting activity or contract administration office IAW FAR Subpart 42.5. The KO and COR/ACOR will meet quarterly with the Contractor to review the Contractor's performance. Written minutes of meetings will be recorded by the Government and signed by both the Program Manager and the KO. The written minutes will be distributed within five (5) workdays after the meeting. If the Contractor does not concur with any portion of the minutes, recorded by the Government, the non-concurrence shall be provided in writing to the KO within two (2) calendar days following receipt of the minutes. Meetings may be conducted via telecommunication or email if all parties are in agreement.

2.1.7.2 Notwithstanding the Contractor’s responsibility for total management during the performance of this contract, the administration of the contract requires maximum coordination and cooperation between the Government and the Contractor.

2.1.7.3 The following provides the roles and their respective authority during the performance of the contract:

2.1.7.3.1 Contracting Officer (KO). The KO is the only person authorized to direct changes in any of the requirements under this contract, and, notwithstanding any provisions contained elsewhere in this contract, said authority remains solely with the KO.

In the event the Contractor makes any change at the direction of any person other than the KO, the change shall be considered to have been made without authority and solely at the risk of the Contractor. All contract administration will be effected by the KO.

Communications pertaining to contractual administrative matters shall be addressed to the KO. No changes in or deviation from the terms and conditions shall be affected, without a written modification to the contract, executed by the KO authorizing such changes. The KO will approve all submittals and plans required in this PWS.

2.1.7.3.2 Contracting Officer’s Representative (COR). The KO will appoint a COR during the performance of this contract. Additional Government personnel may be assigned to assist in contract oversight IAW AR 70-13, Management and Oversight of Service Acquisitions. Other surveillance personnel may be designated as COR or ACOR, and shall be trained and appointed IAW DoDI 5000.72, DoD Standard for Contracting Officer’s Representative (COR) Certification and DFARS 201.602-2. The ACOR will serve as on-site representatives of the COR in performance of actual contract surveillance, if they meet all COR training, experience requirements, and are appointed by the KO as an ACOR. The COR/ACOR will provide assistance in identification and resolution of problems, conflicts in priority, subtask requirement definitions, and other operations type problems. The COR/ACOR will perform IAW the responsibilities and duties identified in the appointment letter.

2.1.7.3.2.1 COR Authority. A letter of designation will be issued to the COR/ACOR by the KO. A copy of the letter will be sent to the Contractor. The letter of designation states the responsibilities and limitations of the COR/ACOR, especially with regard to changes in cost, price estimates, or changes in delivery dates. The COR/ACOR is not authorized to change any of the terms and conditions with regard to cost, quantity, or schedule of the resulting order.

2.1.7.3.3. The Contractor shall not in any way represent the United States (U.S.)

Government, or that it has the authority to contract or procure supplies for the account of the United States of America (USA).

2.1.8 COR/ACOR Functions. The COR/ACOR monitors all technical aspects of the contract and assists in contract administration. The COR/ACOR is authorized to perform the following functions: assure the Contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance;

maintain written and oral communications with the Contractor concerning technical aspects of the contract; issue written interpretations of technical requirements; monitor, document, and report Contractor's performance and notify both the KO and Contractor of any deficiencies; coordinate availability of Government-Furnished Property, and coordinate site entry of Contractor personnel.

2.1.9 Quality Control (QC). Quality Control is the responsibility of the Contractor. The Contractor shall provide a Quality Control Plan (QCP) five (5) business days before contract start. The Contractor shall provide and maintain a QCP that is acceptable to the KO. Changes to the Contractor’s QCP shall be submitted to the KO for review and approval within five (5) business days prior to implementation.

2.1.9.1 The Procurement Integrated Enterprise Enviroment/ Joint Appointment Module (PIEE/ JAM) located at https://wawf.eb.mil/-JAM-Internet Exployer shall be used for nomination, tracking, documentation, and management of CORs IAW DoDI 5000.72, DFARS 201.602-2 and PGI 201.602-2.

2.1.10 Subcontract Management. NA

2.1.11 Contractor Employees.

2.1.11.1 Key Personnel.

2.1.11.1.1 The Contractor shall provide a Program Manager who is responsible for the performance of the work. The Program Manager shall have full authority to act for the Contractor on all contract matters relating to daily operation of the contract. The name of the Program Manager shall be provided by the Contractor to the KO. The Program Manager shall be available between 0800 - 1700 hours, Monday through Friday except Federal holidays or when the Government facility is closed for administrative reasons.

Contractor personnel performing work under this contract shall have and maintain a National Agency Check with Inquiries (NACI) at time of the contract start date and for the life of the contract. The Program Manager and any individuals designated as key personnel shall be able to understand, speak, read, and write the English language. The contractor shall provide a minimum of four Site Security Manager (SSM), the Alternate Program Manager (APM) may be assigned as the SSM. This position shall have the appropriate management and technical skills required to meet PWS requirements. The SSM is responsible for the following areas of operation: User Administration; Ordering, Management and Accountability of CAC stock and consumables; Policy and Procedure Compliance; Site Administration Documentation and Training; and the Use of the Automated Card Management System. The SSM will not man a RAPIDS workstation, customer service window, or appointment line in the Soldier Support Center but shall man the RAPIDS workstations in the absence of the Verifying Official at the Pope Army Airfield site. The Contractor is responsible for providing a minimum of 21 Verifying Officials to staff 17 RAPIDS workstations, appointment line, customer service line and two customer service windows responsible for accountability, control, verification and issuance of military CAC, ID Cards and reset CAC Personal Identification Numbers (PIN) for active duty military, Reserve and National Guard members, and other eligible recipients. The contractor shall generate a DD Form 2842 DoD Public Key Infrastructure (PK I) Certificate of Acceptance and Acknowledgement of Responsibilities form and have client sign it.

2.1.11.1.2 All administrative personnel will require a Common Access Card (CAC) to access government systems. CAC permits installations access to all contract employees. These persons shall have, at a minimum, a favorable National Agency Check with Inquires (NACI).

https://wawf.eb.mil/-JAM-Internet

2.1.11.1.3 All Contractor employees shall be legal U.S. residents. The Contractor shall immediately remove any employee that is not a legal U.S. resident. The Contractor personnel shall be able to communicate clearly in the English language.

2.1.11.1.4 Qualification Standards. The Contractor shall inspect, repair, and maintain systems and components associated with facilities listed in real property records as required throughout this contract utilizing properly trained, skilled, and qualified employees or subcontractor personnel. The Contractor shall provide objective evidence of key personnel qualifications and years of experience to the KO for review and acceptance.

2.1.11.1.5 Contractor Identification. The Contractor shall ensure all personnel be identified as a Contractor to distinguish themselves (e.g., badge, company logo, or uniform) from Government employees. The Contractor shall ensure all correspondence and reports produced are marked as Contractor products or that Contractor participation is disclosed.

2.1.11.1.6 Standards of Conduct. Contractor personnel’s conduct shall not reflect discredit upon the Government. The Contractor shall ensure all personnel present a professional appearance while working on the Government installation. The Contractor’s employees shall observe and comply with all local policies and procedures concerning fire, safety, environmental protection, sanitation, security, and possession of firearms or other lethal or illegal weapons or substance. The Contractor shall ensure all Contractor employees, providing services under this contract, conduct themselves and perform services in a professional, safe, and responsible manner. The Contractor shall remove, from the job site, any employee for reasons of misconduct or security. The Contractor shall ensure employee conduct complies with 41 USC 423, Procurement Integrity. The Contractor shall also ensure that no Contractor employees conduct political related activities or events on the installation.

2.1.11.1.7 Contractor Hiring Restrictions. The Contractor shall not hire or sub-contract with off duty or former Government employees whose employment would result in a conflict with AR 600-50, Standards of Conduct.

2.1.11.1.8 Organizational Conflict of Interest (OCI). NA

2.1.12 Business Relations. The Contractor shall successfully integrate and coordinate all activity needed to execute the requirement of this PWS. The Contractor shall manage the timeliness, completeness, and quality of problem identification to a degree acceptable to the Government. The Contractor shall provide to the COR/ACOR corrective action plans, timely identification of issues, and effective management of subcontractors within 5 days or at a mutually agreed upon date. The Contractor shall ensure customer satisfaction and professional and ethical behavior of all Contractor personnel.

2.2 Work Management. NA

2.2.1 Coordination. The Contractor shall schedule and coordinate with the COR/ACOR to minimize disruptions to the mission.

2.2.2 General Fund Enterprise Business System (GFEBS). NA

2.2.2.1 GFEBS Certification. NA

2.2.2.2 Preventive Maintenance Orders (PMO). NA

2.2.2.3 Operations Work Orders (OWO). NA

2.2.2.4 GFEBS Support. NA

2.2.2.4.1 Database Tasks/Requirements. NA

2.3 As-Builts and Geospatial Information System (GIS). NA

2.3.1 Maintain As-Builts. NA

2.3.1.1 Support. NA

2.3.1.2 Training. NA

2.3.2 Real Property Records Updates. NA.

2.3.3 GIS. NA

2.3.4 GIS Support Services. NA

2.3.5 GIS Files. NA

2.3.6 Other Documents. NA

2.4 Historic Property or Archaeological Site. NA

2.4.1 Repair and Replacement. NA

2.5 Special Requirements.

2.5.1 Security.

2.5.1.1 Access and General Protection/Security Policy and Procedures. The Contractor and all associated subcontractors’ employees shall comply with applicable installation, facility, and local security policies and procedures. The Contractor workforce shall comply with all personal identity verification (PIV) requirements as directed by Department of Defense (DOD), Headquarters Department of the Army (HQDA), and local policy. The

COR/ACOR will request changes in Contractor security matters or processes if the Force Protection Condition (FPCON) at any individual facility or installation changes.

2.5.1.2 Motor Vehicle Operators. NA

2.5.1.3 Contractor Vehicle Registration. NA

2.5.1.4 The Contractor shall provide all information required for background checks to meet installation access requirements, to be accomplished by the installation Provost Marshall Office, Director of Emergency Services, or Security Office.

2.5.1.5 Physical Security. The Contractor shall safeguard all Government equipment, information, and property provided for Contractor use. The Contractor shall maintain a physical security checklist or log (e.g., Standard Form (SF) 701, Activity Security Checklist), which will be forwarded to the COR/ACOR, NLT the tenth (10th) of each month, following the month of surveillance. The Contractor shall secure Government facilities, equipment, and materials at the close of each work period. The Contractor will be provided a Government furnished on-site staging area for necessary equipment and materials. The Contractor shall secure the area at the close of each work period. The Contractor shall be solely responsible for any loss or damage of equipment and material.

The Contractor shall ensure debris of any type will be disposed of according to local policies and directives.

2.5.2 Security Training.

2.5.2.1 iWATCH Training. The Contractor shall brief the local iWATCH program (training standards provided by the RA’s Anti-Terrorism Officer (ATO)) to all of the Contractor’s employees and associated subcontractors. This training is used to inform employees of the types of behavior to watch for and instruct employees to report suspicious activity to the COR/ACOR. The Contractor will complete Anti-Terrorism Training available at https://atlevel1.dtic.mil/at; Level 1 OPSEC training. The Contractor shall complete the training within thirty (30) calendar days of contract award and within five (5) calendar days of new employees commencing performance with the results reported to the COR/ACOR NLT thirty (30) calendar days after contract award. The contract employees will complete OPSEC awareness training annually. All contract employees with access to a government info system must be registered in the ATCTS (Army Training Certification Training System) at commencement of services, and must successfully complete the DoD Information Assurance Awareness prior to access to the information systems and then annually thereafter.

2.5.3 Safety. The Contractor shall safeguard and maintain all Government and Contractor property, as well as provide for the safety and well-being of personnel employed under this contract. The Contractor shall comply with AR 385-10, The Army Safety Program.

2.5.3.1 Safety Plan. NA

https://atlevel1.dtic.mil/at

2.5.3.2 Occupational Safety and Health. The Contractor shall comply with the Occupational Safety and Health Administration (OSHA) standards. The Contractor shall comply with all applicable Federal, State, and local laws, regulations, and directives.

2.5.4 Training, Physical Requirements, or other Expertise Required. The Contractor shall be responsible for ensuring all personnel performing work under this contract possess and maintain Verifying Official certification and current certifications IAW RAPIDS 7 USER GUIDE v2.9, October 2019, Chapter 9.

2.5.5 Environmental Requirements. NA

2.5.6 Contingency Plans.

2.5.6.1 General. The Contractor shall establish, maintain, and implement contingency plans for mobilization, disaster, and labor dispute contingencies. The plans shall assume no Government support to the Contractor workforce. The Contractor shall, within thirty

(30) days of contract award, designate in writing a single contact Designated Contingency Coordinator (DCC) within the Contractor’s organization. The DCC shall participate and coordinate with the installation contingency and mobilization planning activities. The DCC shall participate in the installation mobilization planning and execution conferences; and shall modify and maintain appropriate Contractor contingency plans to compliment or enhance corresponding installation plans. The Contractor shall submit all plans to the KO for approval.

2.5.6.2 Mobilization Contingency Plan. This plan shall establish procedures, personnel, and means of maintaining or expanding performance of all PWS requirements in the event of rapid deployment or sudden build-up of military forces. The Contractor shall submit a Mobilization Contingency Plan within (30) days of contract award.

2.5.6.3 Disaster Contingency Plan. This plan shall establish procedures, identify personnel, document essential PWS disaster services and identify the means of maintaining essential PWS services during disasters. Disaster means natural disaster (e.g., earthquake, major storm, flash flood, or hurricane), utility outage, terrorist attack or other special circumstances identified by the Government. The Contractor shall submit a Disaster Contingency Plan within thirty (30) days of contract award.

2.5.6.4 Dispute Contingency Plan. This plan shall establish procedures and identify responsible personnel to provide the services, with no interruption in the event of a labor dispute. The plan shall establish procedures and time frame to secure replacement personnel in the event of a strike; and shall also record the Contractor’s experience with and establish Contractor procedures for collective bargaining. The Contractor shall submit a Labor Contingency Plan NLT contract start date.

2.5.6.5 Plan Updates. The Contractor shall update these plans as changes occur and shall submit a copy of the proposed plan to the KO for approval at least thirty (30) days prior to the proposed effective date of the updated plan.

2.6 Job Order Contract (JOC) Quality Assurance (QA)/Inspection Support. NA

2.6.1 Project Support. NA

3.0 Performance Requirements and Standards.

3.1 High Level Objectives (HLO).

3.1.1 Performance Task Requirements, Standards and Acceptable Quality Levels

(AQLs).

3.1.1.1 The contractor shall be responsible for accountability, control, verification and issuance of military CAC and reset CAC Personal Identification Numbers (PIN) for active duty military, Reserve and National Guard members, and other eligible recipients. The contractor shall generate a DD Form 2842 DoD Public Key Infrastructure (PK I) Certificate of Acceptance and Acknowledgement of responsibilities form and have client sign it. At least 85% of CAC and reset CAC PIN shall be completed in no more than 20 minutes and reset CAC PIN Resets sha l l w i th in 15 minutes from the time the customer sits down at the Verifying Official’s desk until they leave with their CAC.

3.1.1.2 The contractor shall be responsible for control and issuance of identification tags to eligible recipients.

3.1.1.3 The contractor shall perform all CAC issuance related tasks to include researching and reviewing source documents, verifying eligibility, and discussing entitlements as defined in Air Force Instruction (AFI) 36-3026 IP Volume 1, AR 600-8-14, Certification Practice Statement (CPS), and the RAPIDS Training Guide.

3.1.1.4 The contractor shall issue accurate and timely United States Identification (USID) cards and responsible for accountability, control, verification and issuance of USIDcards to military retirees, family members/ dependents, and other eligible recipients. At least 85% of USID cards shall be completed in no more than 20 minutes from the time the Customer sits down at the Verifying Official’s desk until they leave with their ID Card.

3.1.1.5 The contractor shall perform all ID card issuance related tasks to include researching and reviewing source documents, verifying eligibility, and discussing entitlements as defined in AR 600-8-14, CPS, and the RAPIDS Training Guide.

3.1.1.6 The contractor shall complete at least 85% of inputs/ updates no more than 15 minutes from the time the customer sits down at the Verifying Official’s desk until their record is updated.

3.1.1.7 The contractor shall register, process, and maintain the DEERS RAPIDS information as part of Veri fying Official’s duties. The contractor shall identify the appropriate privileges for each recipient. The contractor shall ensure inputs and updates are accurate and in compliance with applicable regulations.

3.1.1.8 The contractor issue Shop for Cards in accordance with the local policy.

3.1.1.9 The contractor shall maintain oversight of the Appointment Scheduling (web-based appointment system).monitoring online appointments to ensure the Appointment Scheduler is operational and open/close appointments and update information as needed.

3.1.1.10 The contractor shall take incoming calls and answer questions and direct call to the proper agencies as needed.

3.1.1.11 The contractor shall perform minor administrative functions as assigned such as filing, typing, answering telephones, recording telephone messages, screening customers at the reception desk and scheduling appointments. The appointment line must be manned by a certified Verifying Official.

3.1.1.12 The contractor shall screen customers at two of the three customer service windows during check-in and enter required information and requested action on eligible recipients into a Government database. The contractor shall ensure customers have all necessary information before entering customers into kiosks.

The customer service window must be manned by a certified Verifying Official.

3.1.1.13 The contractor SSM shall monitor kiosks constantly to minimize customer waiting time. VO shall monitor and retrieve a customer from of the kiosk customer log and when service is complete on that customer, the VO will sign the customer out of the kiosk and immediately pull the next customer.

3.1.1.14 The contractor SSMs should have at least two years of specialized experience performing Common Access Card (CAC)/ID Card functions and capable of performing all duties/responsibilities of the Verifying Official. The SSM must have the ability to lead and supervise contract staff. The SSM must have knowledge of, and ability to interpret, a variety of rules, regulations, procedures and precedents relating to CAC/ID Card functions. The SSM installs new hardware components, runs and reviews audit reports, manages users, security, cardstock, consumables and maintains the site's address information/hours of operations/business practices (appointment only or walk-ins) f o r the RAPIDS Site Locator system. The SSM also performs RAPIDS security overrides for document and fingerprint support. The SSM is responsible for the operation s of the following tasks: Prepares correspondence, letters, and, statistical reports as required. Enters and/or validates data in automated systems, as needed. Assists in maintaining accuracy of automated personnel and other d a t a b a s e s . Retrieves data from various information sources. Reviews and verifies records to identify discrepancies and gaps in information. Interview personnel to obtain additional information as needed to complete record and/or to correct discrepancies. Maintains required forms, records, and files pertaining ID Card procedures. Enters and/or validates data in automated systems, as needed. Retrieves data from various information sources and prepares reports to inform management of results. Maintains Appointment Scheduling oversight (web-based appointment system). Prints and reviews all information on the audit trail reports. Evaluates the audit trail report to monitor for fraud, waste, and abuse and maintains for one year and/or during the period of performance.

3.1.1.15 The contractor shall prepare, revise, and print correspondence in the proper format under applicable regulations and guidelines IAW AR 25-50.

3.1.1.16 The contractor shall prepare Monthly Status Report and submit to the COR and Functional Representative not later than the 5th day of the month. The Monthly Status Report shall describe activities of those assigned to the project, problems encountered, actual or recommended corrective action. In addition, the report shall include monthly workload performed and quality control results. At a minimum , the contractor shall address workload items included in the Performance Requirements Summary (PRS), Estimated Annual Work load Data, and address whether or not standards described in technical exhibit 2 , Performance Requirements Summary, are being met.

3.1.1.17 The Contractor shall establish a system to manage Government Furnished Equipment (GFE) such as fax, copier machines, computer workstations, cameras, ID Tag machine and CAC workstations; Government Furnished Material (GFM), and Standard Operating Procedures (SOPs) in its possess ion to control, use, preserve, protect , repair, and maintain. The Property Management System (PMS) must be adequate to satisfy the requirements of Property Management IAW FAR clause 52.245-1, Government Property. The contractor shall perform routine maintenance on computers and printers (i.e. change ribbons, add toner and developer, clean printers) for each of the 14 work stations manned by contractor personnel. This routine maintenance will be performed on the DEERS/RAPIDS Workstations IAW the RAPIDS 7, User Guide, Version 2.9, Dated: 1 5 O c t 2019.

3.1.1.18 The Contractor shall request work orders from the Army Enterprise Service Desk and Directorate of Human Resources Information Technology section as needed.

3.1.1.19 The Contractor shall accomplish tasks to manage internal and external databases associated with activities created and analyzing to continuously improve efficiency, effectiveness, and quality. The Contractor shall compile data on performance, prepare recurring and special reports, and respond to a variety of internal and external customer requests to include order creation, status, and general information. The Contractor shall review, verify, and provide feedback to stakeholders and leadership.

3.1.1.20 The Contractor shall develop, maintain, and provide to the COR an updated roster which shall include names and positions of all Contractor personnel as well as indicating which employees were issued CAC or other forms of government identification cards. The Contractor shall submit initial roster to the COR within 10 calendar days after commencement of the contract's period of performance and every day thereafter.

3.1.1.21 The COR/ ACOR will provide copies of software to the Contractor for use on client computers in conjunction with this contract. The Government will provide up to forty

(40) hours training on the use of the software to Contractor employees over a one-week period. The purpose of this software and training shall be to provide the Contractor with the ability to accomplish electronic redline markups and conduct analyses of information relevant to ongoing work projects, anticipated work projects, and the ability to assist in evaluating operational impacts as a result of system failure. All electronic data and hard copy maps remain the property of the DHR and shall be turned over to the COR/ACOR upon completion of the contract. All Verifying Officials will complete Getting Familiar with the RAPIDS Deployable Workstation RAPIDS 7 Basics; RAPIDS Certification Introduction and DoD ID Card Policy; SEND RAPIDS Verifying Officials Deployable Certification. All Site Security Managers will complete the Verifying Officials training and RAPIDS 7 Basics for Site Security Managers; Site Security Manager DMDC Security Online; Site Security Manager Roles and Responsibilities.

3.1.1.20 Damage Caused by Contractor. Damages caused by Contractor employees shall be reported to the Government. The Contractor shall notify the COR/ ACOR and report the damaged material.

3.2 Transition (Phase In/ Phase Out). The Contractor shall prepare and submit a Phase In/Phase Out Plan to be implemented by the Contractor. The Contractor shall have key personnel on board, during the 30 day transition period. The plan shall specify a training program and a date for transferring responsibilities for the work and shall be subject to the KO's approval. The Contractor shall provide sufficient experienced personnel during the phase-in and phase-out period to ensure that the services are maintained at the required level of proficiency.

3.3 Contractor Manpower Reporting Application (CMRA).

3.3.1 The Contractor will report ALL Contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the Department of the Army via a secure data collection site. The Contractor is required to completely fill in all required data fields using the following web address:

http://www.ecmra.mil, and then click on “Department of the Army CMRA” or the icon of the DoD organization that is receiving or benefitting from the contracted services.

Reporting inputs will be for the labor executed during the period of performance during each Government FY, which runs from October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported NLT October 31 of each calendar year, beginning with 2013. Contractors may direct questions to the help desk by clicking on “Send an email” which is located under the Help Resources ribbon on the right side of the login page of the applicable Service/Component’s CMR website at http://www.ecmra.mil. As part of its submission, the Contractor will also provide the estimated total cost (if any) incurred to comply with this reporting requirement.”

The required information includes the following:

a. Names of the KO and COR;

b. Contract number, including task and delivery order number;

c. Beginning and ending dates covered by reporting period;

d. Contractor's name, address, phone number, e-mail address, identity of

Contractor employee entering data;

e. Estimated direct labor hours (including subcontractors);

f. Estimated direct labor dollars paid this reporting period (including subcontractors);

g. Total payments (including subcontractors);

h. Predominant Federal Service Code (FSC) reflecting services provided by

Contractor (and separate predominant FSC for each subcontractor if different);

i. Estimated data collection cost;

j. Organizational title associated with the Unit Identification Code (UIC) for the

Army Requiring Activity (RA) (the Army RA is responsible for providing the Contractor with its UIC for the purposes of reporting this information);

k. Locations where Contractor and subcontractors perform the work (specified by zip code in the U.S. and nearest city, country, when in an overseas location, using standardized nomenclature provided on website);

l. Presence of deployment or contingency contract language; and

m. Number of Contractor and subcontractor employees deployed in theater this reporting period (by country).

As part of its submission, the Contractor shall provide the estimated total cost incurred to comply with this reporting requirement.

The COR/ACOR is responsible for verifying that the Contractor has reported the required data.

4.0 Performance Requirements Summary (PRS) Matrix.

Required Services

Performance Standard

Acceptable Quality Level

(AQL)

Method of Surveillance

Incentive (Positive and/or

Negative)

# 1.

Accurate and timely issuance of CACs to eligible recipients.

The contractor shall issue CACs IAW AFI

36-3026 IP

Volume 1 and at least 85% of C/\Cs issued within 20 minutes.

Quality: 100% Accuracy Timeliness: 85% issued within 20 minutes

100% surveillance;

Inspections validations performed by the

COR/ACOR.

Contractor compliance rate shall be utilized as objective evidence of contract compliance and documented into the System

# 2.

Accurate and timely issuance of Teslin ID cards to eligible recipients

The contractor shall issue

USID AFI 36-

3026 IP Volume 1, and at least 85% of Teslin’s issued within 15 minutes

Quality: 100% Accuracy;

timeliness:85% issued within 15 minutes

100% surveillance;

Inspections validations performed by the

COR/ACOR.

Contractor compliance rate shall be utilized as objective evidence of contract compliance and documented into the CPAR System

#3.

Timely updates to records in the DEERS/ RAPIDS system.

The contractor shall complete at least 85% of inputs/updates and Pin Resets within 15 minutes

Quality: 100% Accuracy;

Timeliness: 85% updated within 15 minutes

100% surveillance;

Inspections validations performed by the

COR/ACOR.

Contractor compliance rate shall be utilized as objective evidence of contract compliance and documented into the CPAR System

# 4.

Accurate records of all appointments posted to calendar daily before the close of business.

The contractor shall accurately record all appointments in calendar daily before the close of business.

Quality: 100% accuracy

Timeliness: Record before end of business day

100% surveillance;

Inspections validations performed by the

COR/ACOR

Contractor compliance rate shall be utilized as objective evidence of contract compliance and documented into the CPAR System

4.1 Quality Assurance. The Government will evaluate the Contractor’s performance under the contract IAW the Government’s Quality Assurance Surveillance Plan (QASP).

QASPs are considered to be "living documents," dynamic, adaptable, and subject to modification based on Contractor performance surveillance results. The QASP is not part of the PWS and will not be issued with the solicitation. The QASP focuses on the procedures and processes the Government will implement to assure the Contractor is performing IAW the performance standards within the PWS. The Government plan defines the criteria of how the Contractor’s performance will be evaluated, the frequency of surveillance, and the items to be inspected. Although the Government will develop a QASP, Government surveillance of Contractor performance is not limited to the QASP, or the performance objectives, outlined in the Performance Requirements Summary (PRS). The Government retains the right to evaluate all services required by the contract.

The Government will perform inspections and tests in a manner that will not unduly delay the work. If any of the services performed do not conform to contract requirements, the Contractor shall perform the services again at no additional cost to the Government.

4.2 Quality Control Plan (QCP). Quality control is the responsibility of the Contractor.

The Contractor shall develop, implement, and maintain an effective quality control program which shall be documented in a QCP to ensure services are performed IAW this PWS. The Contractor shall develop and implement procedures to identify and prevent the recurrence of defective services. The Contractor’s QCP is the means by which they assure themselves that the work conforms to contract requirements. The basic principle of the plan is that the Contractor is responsible for quality control. The QCP shall be constructed in such a manner that each CLS service can be extracted and used for that function only and not contain extraneous information. The Contractor's QCP shall include a separate section, which addresses the Contractor's method of managing quality of work.

The QCP shall include a description of the inspection system to address services listed in this PWS, and a description of the methods to be used for identifying and preventing low quality of services performed. The plan shall include a description of the Contractor’s inspection system to include specifics as to areas to be inspected on a scheduled and unscheduled basis, frequency of inspections, and the title and organizational placement of the Contractor’s inspectors. No lead person or first line supervisor shall be considered a Quality Control Inspector. The Contractor shall develop, maintain, and submit a QCP to the KO for acceptance within thirty (30) calendar days after the contract is awarded.

The Contractor shall submit any proposed changes in the QCP to the KO for written approval five (5) working days prior to implementation.

5.0 Common Levels of Service (CLS).

The Contractor shall provide overall management, supervision, personnel, labor, generalized or specialized equipment necessary to maintain, repair, operate, and perform all the CLS functions of the Base Operations specified below. This shall be done IAW all the terms, conditions, general and special provisions, specifications, drawings, attachments, and exhibits contained herein or incorporated by reference.

The Contractor shall ensure that all work meets or exceeds the specifications for the listed CLS.

CLS Service Title Attachment No.

800 D Provide CAC/ID Card Services TE3

6.0 Deliverables.

DELIVERABLE FREQUENCY # OF

COPIES MEDIUM/FORMAT DISTRIBUTION

A001 (PWS, para.) Post Award Meeting

Within I 0 days of award. Contractor agrees to attend any post award conference and shall meet with the

KO/COR

periodically.

2 Electronic copy

Meeting/Briefing KO/Contract Specialist &

COR/ACOR

A002 (PWS, para. 4.2) Quality Control Plan

Initial: within 30 days of contract award Updates: All QCP updates shall be accepted by the KO

2 Electronic Copy

MS Word KO/Contract Specialist &

COR/ACOR

A003 (PWS, para.(2.1.10) Monthly Status Report

5th working day of each month

2 Electronic Copy

MS Word KO/Contract Specialist &

COR/ACOR

A004 (PWS, para.

2.1.11.1) Key Personnel – Provide name of Program Manager

Submit resumes and organization chart (to include contact info) for initial and replacements

2 Electronic Copy

MS Word KO/Contract Specialist &

COR/ACOR

A005 (PWS, para.

2.3.1.5) Physical Security Checklist or Log

Submit NLT the 5th of each month following the month of surveillance

1 Electronic

Army Standard Form (SF) 701 Activity

Security Checklist

A006 (PWS, para.

2.3.4.1) Training Completion Certificates

Certificates filed within twenty-four

(24) hours prior to employees commencing performance.

1 Copy of Certificate

Electronic

A07 (PWS, para.

3.1.1.1.2) Damage Report

Monthly 1 Electronic Copy

.PDF with digital signature

COR/ACOR

A08 (PWS, para. 3.2) Transition Phase In/Phase Out

IAW Para 3-2

1 1 Electronic Copy

Electronic KO/Contract Specialist &

COR/ACOR

A09 (PWS, para. 3.3.1) Contractor Manpower Reporting Application (CMRA)

A010 Mission-…