PWS Governance Heros 13 May25.docx

Solicitation Number / Contract Number TBD Insert Date, Mod #

PERFORMANCE WORK STATEMENT

for

Air Force Medical Service

(AFMS)

Policy and Resource Directorate (AF/SGMED) Strategy & Capabilities Division (SG5) AFMS Governance & Trusted Care Heroes Program Administrative Support

Solicitation/Contract Number TBD 28 May 2025

(Version Control Date: 4 Feb 2025) Table of Contents Section Page Number

PERFORMANCE WORK STATEMENT (PWS)

Strategy & Capabilities Division (SG5) AFMS Governance & Trusted Care Heroes Program Administrative Support

1. DESCRIPTION OF SERVICES

1.1. Background.

The Air Force Policy and Resources Directorate (AF/SGMED) oversees strategy and policy development of Air Force Surgeon General (AF/SG) force development and management of medical community, medical operations, logistics and installation support, strategy and capabilities, medical information, manpower and resources. The Directorate is comprised of the following divisions: Force Development & Training (SG1/7), Medical Operations (SG3), Logistics & Installation Support (SG4/10), Strategy & Capabilities (SG5), Medical Information Operations (SG6), Force Structure & Resources (SG8).

The Strategy & Capabilities Division (SG5) evaluates and analyzes the Air Force Medical Service (AFMS) future years defense program (FYDP) and long-range plans and doctrine to support national security objectives and military strategy. The division works closely with the Defense Health Agency (DHA), SG8, and Department of the Air Force (DAF) Corporate Structure to ensure the AFMS is well integrated in all aspects of the DAF planned and programmed capabilities; collaborates with AF/A5/7, S5, and any new re-optimization organizations established with focus on DAF Futures, DAF Requirements, and DAF Capability Development; manages AFMS Governance through integrating and formulating a consistent policy for AFMS global medical readiness capabilities and oversees Strategic Requirements.

1.2. Scope.

This requirement spans across all SG5 functional areas with main focus on the AFMS Governance framework and the Trusted Care Heroes Recognition Program. The contractor shall provide non-personal, professional, administrative and advisory assistance to fully support the AFMS Governance Framework activities and processes on both "Non-Secure Internet Protocol Router” (NIPR) and "Secret Internet Protocol Router" (SIPR) networks. The AFMS Governance process encompasses but is not limited to managing the support services for the AFMS Gatekeeper, the AFMS Committees, the AFMS Ops & Resource Group, the AFMS Board of Directors and the AFMS Council. The support services will ensure the integrity, timeliness and quality of the governing venue and the corresponding activities and meetings. Please, reference Figure 1.

Figure 1

The Contractor shall establish and maintain communication with all stakeholders involved with or influential to the Strategy & Capabilities Division (SG5) functional areas with focus on the AFMS Governance framework and the Trusted Care Heroes Recognition Program.

2. GENERAL INFORMATION

2.1. Contractor Identification.

All Contractor/Subcontractor personnel shall identify themselves as Government Contractor personnel during all forms of communications such as business meetings, telephone conversations, electronic mail, attendance sheets, coordination documentations, reports, and the signature blocks utilized in all correspondence. If a contract requires Government workspace, the Contractor/Subcontractor personnel shall wear a picture identification badge and identify their workspace area with their name and company affiliation.

2.2. Contractor Training.

The following courses computer-based modules or in-residence are required annually or on a one-time basis unless otherwise noted.

2.3. Contractor/Government Communication.

2.3.1. The Contractor shall designate a Focal Point to be the single point of contact for all Contractor and Government correspondence. The Focal Point shall provide clear and consistent written and verbal response to Government within 24 hours of Government initiated communication (e.g., return phone calls, emails or other communication).

2.3.2. The Contractor’s Focal Point shall meet with the Government team at least quarterly. Additional meetings may be requested by the Government or the Contractor as necessary. The Contracting Officer (CO), Contractor Focal Point, Contracting Officer Representative (CORs) and/or other designated representative will provide monthly performance feedback to the Contractor. The Contractor shall provide an agenda in accordance with (IAW) Contract Data Requirements List (CDRL) A001 and minutes CDRL A002 and corresponding DID.

2.4. Monthly Status/Financial Report.

The Contractor shall prepare and submit a monthly status/financial report identifying all tasks performed, status, issues, and anticipated actions consistent with the PWS. The Contractor shall provide the Monthly Status/Financial Report IAW CDRL A003 and corresponding DID.

2.5. Place of Performance.

The work to be performed under this contract will be performed at Defense Health Headquarters (DHHQ), 7700 Arlington Blvd, Falls Church, VA 22042.

2.6. Travel Requirements.

No travel requirements under this Contract.

2.7. Mission/Emergency Essential.

2.7.1. None of the services listed in this PWS are mission/emergency essential.

2.8. Duty Hours. Normal duty hours range between the hours of 7:30 a.m. to 4:30 p.m. Eastern Standard Time, Monday through Friday (excluding federal holidays).

2.9. Telecommuting.

2.9.1. Telecommuting will not be authorized for this contract.

2.10. Federal Holidays.

Federal offices are closed on federal holidays as established by Federal law (5 U.S.C. 6103) and any other holidays declared by executive order. Holidays are documented by year on the Office of Personnel Management website for Federal employees located at: https://www.opm.gov/policy-data-oversight/pay-leave/federal-holidays/#url=Overview.

2.11. Facility Closures.

The Government will notify the Contractor of anticipated closure of the facility, (i.e., training, holidays, administrative leave granted to the entire staff, or other closure including down days) five (5) business days in advance or as soon as possible. A down day is a day that the United States Air Force (USAF) leadership designates as a minimal manning/liberal leave day. The employee may take leave following their company’s policies or work from an alternate location. In the event of unplanned closure of the facility due to natural disasters, military emergency or severe weather, the Government will notify the Contractor in the same manner as the Government notifies Washington D.C. area civilian personnel.

2.12. Conduct of Contractor Personnel.

2.12.1. Reference FAR 3.1002(a) The CO or designated Government representative may require Contractor personnel working under this contract be removed from the job site. Removal from the job site or dismissal from the premises shall not relieve the Contractor of the contract requirements.

2.12.2. Contractor personnel shall observe Government facility parking, safety and traffic regulations that apply to all facility employees.

2.12.3. Alcoholic beverages on the job are prohibited.

2.12.4. There shall be no loud, profane or abusive language used on the job.

2.12.5. Contractor personnel shall present a neat well-groomed appearance. Neat, clean, business casual or business attire clothing shall be worn.

2.13. Controlled Unclassified Information (CUI).

2.13.1. CUI is Government created or owned UNCLASSIFIED information that must be safeguarded from unauthorized disclosure.

2.13.2. Information requiring specific security measures indexed under one system across the Federal Government DoD Instruction 5200.48, “Controlled Unclassified Information,” established DoD CUI policy on March 6, 2020.

2.13.3. All information produced as a result of contract performance shall be reviewed prior to dissemination to determine if CUI is identified, and if so refer to DoDI 5200.48 for additional instructions regarding designation, handling, and decontrolling of CUI (including CUI identification, sharing, marking, safeguarding, storage, dissemination, destruction, and records management).

2.14. Personnel Staffing:

2.14.1. The Contractor shall accomplish, at a minimum, the following personnel staffing performance management outcomes:

2.14.1.1. Ensure positions are filled 100% and are present for duty within 15 days calendar after the start of the period of performance (POP) in the contract.

2.14.1.2. Ensure continuation of services during personnel absences due to sickness, leave, and voluntary or involuntary termination from employment such that impact to the Government is minimal and position vacancies do not exceed 10 calendar days. The Contractors shall maintain an overall filled rate of 95%.

2.14.1.3. The substitute/replacement personnel shall begin work no later than 10 calendar days after notification or immediately after departure of the incumbent personnel, whichever is earlier.

2.14.1.4. The Contractors shall promptly notify the contracting officer and COR within five (5) calendar days of a projected vacancy exceeding 10 calendar days.

2.14.1.5. Provide a stable workforce with less than 30% turnover across all contracted positions. A turnover is recorded when a worker leaves a position for any reason and the Government still has a requirement for that position.

2.14.1.6. The Government will not pay for services not rendered if a vacancy exceeds 10 business days

3. CONTRACT REQUIREMENTS

3.1. Support Services. The Contractor shall perform the support services reflected below with the expertise necessary to satisfy the requirements of the PWS. The contractor shall provide personnel who can work independently to perform the following duties.

3.1.1. HAF/AFMS Governance Management Administrative Assistant Support & Trusted Care Heroes Program Management.

3.1.1.1. Manage and sustain the AFMS Trusted Care Heroes recognition program.

3.1.1.2. Collect and process the Trusted Care Heroes’ nominations from respective Units, Subject Matter Expert (SMEs), Action Officer (AOs) or Office of Primary Responsibility (OPR)/Office of Coordinating Responsibility (OCR).

3.1.1.3. Identify Heroes’ nominations for the Air Force Surgeon General’s consideration.

3.1.1.4. Coordinate recognition venue, prepare and mail the Heroes’ recognition packages.

3.1.1.5. Manage organizational email boxes, calendars, coordinate meetings, and transcribe meeting minutes.

3.1.1.6. Administer, collect and coordinate activities and internal work processes.

3.1.1.7. Manage communication platforms like websites/share drives (i.e. Knowledge Exchange, Milsuite) in area of responsibility.

3.1.1.8. Administer, collect and analyze data. Maintain work center databases as needed.

3.1.1.9. Attend meetings and create meeting minutes as requested IAW CDRL A002.

3.1.1.10. Assist with the management of the training, coaching, education, or conference venues.

3.1.1.11. Instructor for applicable training events.

3.1.1.12. Design/revise monthly communication products.

3.1.1.13. Respond to questions using approved organizational communication channels and provide positive, courteous, professional customer service.

3.1.1.14. Collect and track all activities/lessons learned as applicable.

3.1.1.15. Communicate on various platforms as directed.

3.1.1.16. Maintain, coordinate updates, conduct yearly review and socialize the AFMS Governance Headquarters Operating Instruction (HOI).

3.1.1.17. Maintain and coordinate AFMS governance meeting schedules to meet organization needs on both NIPR and SIPR networks.

3.1.1.18. Executes administrative and logistical actions including securing meeting venue, drafting and sending meeting invitations, agenda approval and distribution, organizing read-ahead materials and draft and final slide presentations for meetings. Conduct administrative, logistical and collaboration with internal and external customers (i.e., SGMED, AFMEDCOM, DHA and MAJCOMs).

3.1.1.19. Create and route meeting minutes and memorandums for coordination/signature of committee chairs. Distribute approved and signed memorandums to the respective forum’s voting members and the applicable audience within the timeframe specified in the applicable HOI charter.

3.1.1.20. Update and maintain the applicable governing body’s membership contact list. Manage required training of voting members as applicable.

3.1.1.21. Attend conferences, seminars, and working groups as required that routinely include MAJCOM and other Department of Defense (DoD) agency participation to facilitate the development of joint and AFMS strategies.

3.1.1.22. Prepare status updates as required by the applicable governing body’s chair and/or designated representative.

3.1.1.23. Assist the governing bodies with the collection and organization of information from a variety of sources. Gather input from Government and Contractor SMEs.

3.1.1.24. Attend governing bodies’ meetings as requested, set-up meeting rooms and equipment, record meeting minutes, track and report on open action items and follow-up until closure.

3.1.1.25. Train incoming personnel & ensure program sustainment and continuity.

3.2. Minimum Qualifications:

3.2.1. Associate degree in science such as communication, business management or administration, or related degree.

3.2.2. Four (4) years of related work experience in preparing and editing executive documents working with senior level DoD, other federal government agencies.

3.2.3. Four (4) years’ experience using software applications to include MS-Office and SharePoint.

3.2.4. Two (2) years’ experience in coordinating video and audio conference calls and maintaining webpages and databases.

3.2.5. Two (2) years’ experience briefing senior leaders and the ability to interface with all levels of personnel; experience writing technical documentation, operating instructions, policy memorandums, concept of operations, and other applicable organizational products.

3.2.6. Must have an active favorable Tier 3 (T3)

3.3. Security Requirements. (For Unclassified Contracts)

3.3.1. Personnel Clearance: The Contractor must possess an Active facility security clearance Tier 3 (T3) prior to performing work on a classified Government contract. The Contractor assumes costs and conducts investigations for a Secret facility security clearance. The Contractor shall request personnel security clearances, at the company’s expense, for employees requiring access to classified information within 15 business days after receiving a facility clearance or, if the Contractor is already cleared, within 15 business days after service award. Contractor must have an active Facility Clearance at the time of proposal. Due to costs involved with security investigations, requests for personnel security clearances shall be kept to the minimum amount employees are required to perform contract requirements.

3.3.2. List of Contractor Personnel: The Contractor shall maintain a current listing of Contractor personnel. The list shall include Contractor personnel’s name, social security number, and level of security clearance. The list shall be validated and signed by the company Facility Security Officer (FSO) and provided to the CO and Information Protection Office prior to the service start date. Updated listings shall be provided when Contractor personnel’s status or information changes. A Visit Request for all Contractor personnel with security clearances is required to be sent through the Defense Information System for Security (DISS) and must be updated at least annually. The Contractor shall notify the Information Protection Office at each operating location 30 business days before on-base performance of the service. The notification shall include:

3.3.2.1. Name, address, and telephone number of the company key management representatives. The contract number and contracting agency.

3.3.2.2. The highest level of classified information to which employees require access.

3.3.2.3. The location(s) of service performance and future performance, if known.

3.3.2.4. The date service performance begins.

3.3.2.5. Any change to information previously provided under this paragraph.

3.3.3. Security Requirements for Contractor Personnel Requiring Access to Classified Information. Contractor personnel shall require view access to and/or be involved in discussions concerning classified information. A contractor’s “Facility Clearance” is required in accordance with DoD 5220.22-M Incorporating Change 2_May 18, 2016, National Industrial Security Program Operating Manual. Contractor must have an active Facility Clearance at the time of proposal. The Government will not pay for nor sponsor any Contractor's attempt to obtain a Facility Clearance. The Contractor’s FSO is responsible for ensuring that all Contractor personnel assigned to this contract have the appropriate clearance as stated in this PWS. The Contractor shall be responsible for all costs associated with security clearances. The Contractor shall provide personnel with the required clearance at the time of award.

3.3.4. A DoD Contract Security Classification Specifications T3 is required. The Contractors shall attend meetings and briefings related to Strategic Medical Programming Support that are classified Secret. For Contractors to provide comprehensive support, they need to stay current and aware of events and information located in classified documents.

3.3.5. Contractor personnel requiring a T3 Clearance must be able to work in an environment applicable to classified and unclassified DoD information systems. These SG5 Contractor personnel shall have view access only to the Secret Internet Protocol Router Network (SIPRNET) and shall access and analyze For Official Use Only (FOUO) and OPSEC required to execute the responsibilities of this position. These SG5 Contractor personnel shall have access and analyze to the SIPRNET, NATO, FOUO, COMSEC, Restricted Data, Formerly Restricted Data, and OPSEC required to execute the responsibilities of this position. This designator is based on the potential for an individual assigned to this position to adversely impact DoD missions or functions. The position categories on this contract include Limited Privileged and Non-Privileged, as defined in DoDM 5200.2 Procedures For The DoD Personnel Security Program (PSP). Investigative requirements for each category vary. Tier 1 = Non-sensitive. Non-Sensitive positions are those which include mostly low risk, non-sensitive, and non-national security program responsibilities. T3 = Non-critical sensitive (Secret). National Security positions are those in which there is a need for a security clearance to access classified, national security information.

3.3.6. Visitor Group Security Agreement (VGSA): The Contractor shall enter a long-term VGSA if service performance is on base. This agreement shall outline how the Contractor integrates security requirements for service operations with the AF to ensure effective and economical operation on the installation. The agreement shall include:

3.3.6.1. Security support provided by the AF to the Contractor, shall include storage containers for classified information or material, use of base destruction facilities, classified reproduction facilities, use of base classified mail services, security badging, base visitor control, investigation of security incidents, base traffic regulations and the use of security forms and conducting inspections required by DoDM 5220.22 Volume 2, National Industrial Security Program: Industrial Security Procedures For Government Activities, Air Force Policy Directive 16-14, Security Enterprise Governance, and Air Force Instruction 16-1406, Air Force Industrial Security Program.

3.3.6.2. Security support requiring joint AF and Contractor coordination includes packaging classified information, mailing and receiving classified materials, implementing emergency procedures for protection of classified information, security checks and internal security controls for protection of classified material and high-value pilferable property.

3.3.6.3. On base, the long-term VGSA may take the place of a Standard Practice Procedure.

3.3.7. Pass and Identification Items: The Contractor shall ensure the following pass and identification items required for service performance are obtained for personnel.

3.3.7.1. Installation Access Pass Defense Biometric Identification System (DBIDS), Visitor/Vehicle Pass (DoDM5200.08V3_AFMAN31-101V3 (FOUO)), used for contracts for less than six (6) months to include one-day visits (i.e., warranty work).

3.3.7.2. Installation Access Card DBIDS (DoDM5200.08V3_AFMAN31-101V3 (FOUO)), used for contracts for six (6) months or more.

3.3.7.3. DoD Common Access Card (CAC), (AFI 36-3026V2), used for contracts for more than six (6) months and requirement exists for access to the Government computer systems and software. CAC applications are accomplished by Trusted Agents via the Trusted Agent Sponsorship System.

3.3.8. Suitability Investigations: Contractor personnel not requiring access to classified shall successfully complete, as a minimum, a Tier 3, before operating Government furnished workstations. The Contractor shall comply with the DoDM 5200.2, AFI 17-130, Cybersecurity Program Management. T3 investigations requests are initiated using the Standard Form (SF) 86 and are submitted to the installation Information Protection Office through the using agency’s Unit Security Manager.

3.3.9. Entry Procedures to Controlled/Restricted Areas: Contractor personnel requiring unescorted entry to areas designated as controlled or restricted areas by the installation commander shall comply with base access requirements and will possess, as a minimum, a favorable suitability determination. These requirements are contained in AFI 31-101, Integrated Defense (ID), for installation access and DoDMAN5200.02_AFMAN 16-1405, Air Force Personnel Security Program, for suitability determinations. The Contractor shall comply and implement local base procedures for entry to AF controlled/restricted areas. For on-base cleared facilities over-sighted by the base Information Security Program Management (ISPM), Contractors shall comply with the National Industrial Security Program Operating Manual, previously referred to as the Industrial Security Manual, to implement controlled/restricted area requirements. The ISPM shall approve the establishment, construction, and modification of all Contractor designated controlled areas before they may be used to limit access.

3.3.10. Security Monitor Appointment: The Contractor shall appoint a security representative for the on base long term visitor group. The security representative may be a full-time position or an additional duty position. The security representative shall work with the host organization to provide employees with training required by DoDM 5200.01V1-3, DoD Information Security Program, AFPD 16-14, Security Enterprise Governance, and AFI 16-1404, Air Force Information Security Program. The Contractor shall provide initial and follow-on training to Contractor personnel who work in AF controlled/restricted areas. AF restricted and controlled areas are explained in AFI 31-101.

3.3.11. Additional Security Requirements: In accordance with DoDM 5200.01V1-3, and AFI 16-1404, the Contractor shall comply with AFSSI 7700, Emission Security Program; applicable AFKAGs, AFIs, and AFSSIs for Communication Security; and AFI 10-701, Operations Security (OPSEC) Instructions. The Contractor will comply with DoD Standard 22/Force Protection Condition Measures, DoD Standard 25/Level I-Antiterrorism (AT) Awareness Training, and associated tasking contained in DoDIO-2000.16V1_AFI 10-245-O, AT Program Implementation. Level I AT Awareness training is available for Contractor personnel and can be requested by calling the Installation AT Office.

3.3.12. Freedom of Information Act Program (FOIA): The contractor shall comply with DoDM 5400.07, DoD FOIA Program, requirements. The regulation sets policy and procedures for the disclosure of records to the public and for marking, handling, transmitting, and safeguarding FOUO material. The Contractor shall comply with AFI 33-332, Air Force Privacy and Civil Liberties Program, when collecting and maintaining information protected by the Privacy Act of 1974 authorized by Title 10, United States Code, Section 8013. The Contractor shall remove or destroy official records only in accordance with AFI 33-322, Records Management and Information Governance Program.

3.3.13. Control of Unclassified Information (CUI) The contractor shall comply with procedures outlined in Section 2002.4 of Title 32 CFR as “information the Government creates or possesses, or that an entity creates or possesses for or on behalf of the Government, that a law, regulation, or Government wide. Additionally, the contractor will ensure all specified agency training is completed and maintained in accordance to AFMEDCOM policy. Policy requires or permits an agency to handle using safeguarding or dissemination controls.”

3.3.14. Reporting Requirements. The Contractor shall comply with AFI 71-101, Volume - 1, Criminal Investigations, and Volume - 2, Protective Service Matters requirements. Contractor personnel shall report to an appropriate authority, any information, or circumstances of which they are aware may pose a threat to the security of DoD personnel, Contractor personnel, resources, and classified or unclassified defense information. Employees shall be briefed by their immediate supervisor upon initial on-base assignment and as required thereafter.

3.3.15. Physical Security. Areas controlled by Contractor employees shall comply with base Operations Plans/instructions for Force Protection Condition (FPCON) procedures, Random Antiterrorism Measures and local search/identification requirements. The Contractor shall safeguard all Government property, including controlled forms, provided for Contractor use. At the close of each work period, Government training equipment, ground aerospace vehicles, facilities, support equipment, and other valuable materials shall be secured. During increased FPCONs, Contractors may have limited access to the installation and should expect entrance delays.

3.3.16. Key Control. The Contractor shall establish and implement key control procedures to ensure keys issued to the Contractor by the Government are properly safeguarded and not used by unauthorized personnel. The Contractor shall not duplicate keys issued by the Government. Lost keys shall be reported immediately to the contracting officer. The Government replaces lost keys or performs re-keying. The total cost of lost keys, re-keying or lock replacement shall be deducted from the monthly payment due to the Contractor. The Contractor shall ensure its employees do not allow Government issued keys to be used by personnel other than current authorized Contractor employees. Contractor employees shall not use keys to open work areas for personnel other than Contractor employees engaged in performance of duties, unless authorized by the Government functional area chief.

3.3.17. Lock Combinations. The Contractor shall establish procedures in local Operational Instructions ensuring lock combinations are not revealed to unauthorized persons and ensure the procedures are implemented. The Contractor is not authorized to record lock combinations without written approval by the Government functional area chief. Records with written combinations to authorized secure storage containers or Secure Storage Rooms, shall be marked, and safeguarded at the highest classification level as the classified material maintained inside the approved containers. The Contractor shall comply with DoDM 5200.01 V1-3 security requirements for changing combinations to storage containers used to maintain classified materials.

3.3.18. Local Area Network (LAN). All Contractor employees requiring access to the Government unclassified computer network shall have a valid Tier 1 investigation verified through DISS. No Contractor employee will be provided access to unclassified computer network or its inherent capabilities (i.e., internet access, electronic mail, file and print services) without a valid Tier 1 investigation. The Contractor shall be aware of and abide by all Government regulations concerning the authorized use of the Government’s computer network including the restriction against using the network to recruit Government personnel or advertise job openings.

3.3.19. Disclosure of Information. In the performance of this contract, the Contractor may have access to data and information proprietary to a Government agency or to another Government Contractor, or of such nature that its dissemination or use, other than as specified in this contract, would be illegal or otherwise adverse to the interests of the Government or others. The Contractor and its personnel shall not divulge, or release data or information developed or obtained under performance of this contract, except to authorized Government personnel or upon written approval of the CO. The Contractor and its Contractor personnel shall not use, disclose, keep for personal use, or reproduce proprietary information bearing a restrictive legend, other than as specified in the contract.

3.3.20. Non-Disclosure Agreement (NDA). All Contractor employees shall sign the non-disclosure statement provided at the time of contract award and submit to the CO prior to beginning performance on this contract.

3.4. Service Contract Reporting (SCR)

The contractor shall report manpower data IAW the current Guidebook for Service Contract Reporting in the SAM. User Manuals: Additional guidance can be found in the Guidebook for Service Contract Reporting in the System for Award Management.

3.5. Quality Control Plan (QCP):

Contractor is responsible for Contract Management and Quality Control, not the Government. The Contractor shall submit a QCP 10 business days after contract award and maintain/update it thereafter. The Contractor shall provide the QCP IAW CDRL A004 and corresponding DID.

3.6. Post-Award and Initial Contract Performance Meeting.

The Government will host a post-award meeting with the Contractor within 10 business days after contract award. The COR shall contact the CO and the Contractor to schedule this meeting. Telecon/teleconference is permissible for the post-award meeting. The purpose of the post-award meeting is to introduce the Contractor to the Government representatives (PM/COR); provide the Contractor the opportunity to explain in more detail their proposal’s technical approach; and entertain questions from either party. Take-aways from the meeting should be an exchange of contact information; a timeline of when direct support will start, if not yet started; and an understanding by all parties of all the requirements to be performed by the Contractor and the support the Government will provide the Contractor to perform the requirements, safely and efficiently. The Contractor shall also attend an Initial Contract Performance Review 30 calendar days after the Contractor assumes full performance responsibilities (i.e., after completion of transition/mobilization) to ensure that the Contractor has successfully started performance, completed transition, is fully operational, and is within the estimated cost, schedule, and performance parameters of the contract. The Contractor shall also attend a follow-up meeting 90 calendar days after contract award to assess status of performance.

4. PERFORMANCE OBJECTIVES

4.1. Services Summary (SS).

The Contractor services requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service for each requirement. These thresholds are critical to mission success.

Services Summary Table

(This is the maximum error rate.)

Method of Surveillance

Contractor shall provide qualified personnel who meet or exceed the education, experience, and certification requirements specified in the PWS for each position

Very Good: 95-99% compliance Satisfactory: 90-94% compliance Marginal: 85-89% compliance Unsatisfactory: <85% compliance Review of personnel records and qualifications through Periodic Surveillance by COR

Contractor shall maintain required staffing levels and fill rates for all positions as specified in the PWS, ensuring minimal disruption to operations

Very Good: 95-99% staffing levels maintained Satisfactory: 90-94% staffing levels maintained Marginal: 85-89% staffing levels maintained Unsatisfactory: <85% staffing levels maintained Review of monthly staffing reports through Periodic Surveillance by COR

Contractor shall submit all required deliverables, including CDRL items, on time and in the format specified in the PWS

Very Good: 95-99% on-time, correctly formatted Satisfactory: 90-94% on-time, correctly formatted Marginal: 85-89% on-time, correctly formatted Unsatisfactory: <85% on-time, correctly formatted 100% inspection of deliverable submissions

Contractor shall effectively manage programs and successfully perform all required tasks as outlined in the PWS, meeting or exceeding performance standards

Very Good: 95-99% tasks completed on time with good quality Satisfactory: 90-94% tasks completed on time with acceptable quality Marginal: 85-89% tasks completed on time or with quality issues Unsatisfactory: <85% tasks completed on time or significant quality issues Program reviews and task completion report assessments through Periodic Surveillance and Customer Feedback

Contractor employees shall provide courteous and efficient customer service

Very Good: 1-2 minor valid customer complaints per month Satisfactory: 3-4 minor valid customer complaints per month Marginal: 5-6 minor valid customer complaints per month Unsatisfactory: >6 minor or any major valid customer complaints per month Customer feedback surveys, random sampling/ Observations of complaint logs

5. GOVERNMENT FURNISHED PROPERTY (GFP)

The Contractor’s responsibilities for the GFP are outlined in the Government Property clause 52.245-1.

6. DELIVERABLES

6.1. The Contractor shall submit all deliverables as specified in this PWS and contract Exhibit A, Contract Data Requirements List (CDRL).

6.2. All deliverables shall be submitted electronically to the COR(s) unless otherwise directed.

6.3. The Contractor shall provide informal reports by e-mail as requested by the COR.

Appendix A

ACRONYMS

Acronyms and Definitions

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