PWS HR Services Revised 9JAN25.docx

1. General:

1.1 Scope: The contractor shall provide all personnel, equipment, tools, materials, supervision, and quality control necessary, except as specified herein as Government Furnished, to perform administrative support to the G1 in the areas of Education, Incentives, Project Management and coordination functions. Services, as defined in this Performance Work Statement (PWS).

1.2 Background:

1.2.1 This is a new award for same or similar services that have successfully been acquired by the Georgia National Guard in the past four years.

1.2.2 This is a one-time single purchase for services to be performed during an established period of performance.

1.2.3 Full-time support (FTS) staffing restrictions within the GAARNG necessitate outsourcing of additional services to support increased efforts in enlisted transitions, retirements, retention, attrition management, education counseling, and related administrative functions. These functions include incentives processing. In addition to entitlements to which every service member gains access upon signing a contract with the Army, individuals are offered other incentives to encourage their initial and continued service. Management of these incentives materially affect the personnel retention efforts of the organization. The two most common of these incentives are signing bonuses and loan repayment programs. The policies used to govern the terms of these service contracts, as well as the payment processing systems used to execute those terms, are multi-layered and complex. The GAARNG requires an intensive, focused effort to reduce a multi-year backlog of incentives actions and provide a foundation for improved proactive operations in the future.

1.3 Period of Performance (PoP): See Period of Performance

1.4 General Information:

1.4.1 Normal hours of operation are Monday through Friday from 7:30 am to 4:00 pm EST, except on recognized US holidays or when the Government facility/installation is closed due to local or national emergencies, administrative closings, or similar Government-directed facility/installation closings. Occasional service is required after hours and on weekends.

1.4.2 Performance shall be at:

Clay National Guard Center, G1, Building 447 1000 Halsey Ave Se Marietta, GA 30060

And

Building 9111 7th Ave Ft. Stewart, GA 31313

Frequent travel for attending training, conducting training, delivering briefings, observing field operations, and attending conferences is required and reimbursable with COR approval.

The contractor shall at all times maintain an adequate work force for the uninterrupted performance of all tasks defined within this PWS when the Government facility/installation is not closed for the above reasons. When hiring personnel, the contractor shall keep in mind that the stability and continuity of the work force are essential. Teleworking is authorized.

1.4.2.1 Telework: The Government will permit the contractor to telework in support of this requirement. In furtherance of Continuity of Operations Planning (COOP), a telework program may be enacted to ensure that the Government's mission-critical operations stay operational during times of national emergency or incidents of national significance. Telework shall be at no additional cost to the Government.

1.4.2.2 Unscheduled gate closures by the Security Police may occur at any time causing all personnel entering or exiting a closed installation to experience a delay. This cannot be predicted or prevented. Contractors are not compensated for unexpected closures or delays. Vehicles operated by contractor personnel are subject to search pursuant to applicable regulations. Any moving violation of any applicable motor vehicle regulation may result in the termination of the contractor employee’s installation driving privileges.

1.4.2.3 The contractor’s employees shall become familiar with and obey the regulations of the installation, including fire, traffic, safety and security regulations while on the installation. Contractor employees should only enter restricted areas when required to do so and only upon prior approval. All contractor employees shall carry proper identification with them at all times, and shall be subject to such checks as may be deemed necessary. The contractor shall ensure compliance with all regulations and orders of the installation, which may affect performance. The Government reserves the right to direct the removal of an employee from Government property or revoke access to Government systems for misconduct, security reasons, or any overt evidence of communicable disease. Removal of contractor employees for reasons stated above does not relieve the Contractor from responsibility for total performance of this contract.

1.4.3 Recognized Holidays: The following are recognized United States (US) holidays. The contractor shall not perform services on these days:

New Year’s Day: January 1st Martin Luther King, Jr.’s Birthday President’s Day Memorial Day Juneteenth Day Independence Day: July 4th Labor Day Columbus Day Veteran’s Day: November 11th Thanksgiving Day Christmas Day: December 25th

1.4.4 Quality Control (QC): The contractor shall develop and maintain an effective QC Plan (QCP) to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractor’s QCP is the means by which it assures itself that its work complies with the requirements of the contract. As a minimum, the contractor shall develop QC procedures that address the areas identified in Technical Exhibit 1, Performance Requirements Summary (PRS). A final QCP shall be submitted to the Contracting Officer Representative (COR) NLT 10 days after contract award. After acceptance of the QCP, the contractor shall obtain the Contracting Officer’s (KO’s) acceptance in writing of any proposed changes to its QCP.

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

1.4.6 Installation Access and Security Requirements. Contractor and all associated subcontractor employees shall provide all information required for background checks to meet installation access requirements to be accomplished by installation Provost Marshal Office, Director of Emergency Services or Security Office. Contractor workforce must comply with all personal identity verification requirements (FAR clause 52.204‐9, Personal Identity Verification of Contractor Personnel) as directed by DOD, HQDA and/or local policy. In addition to the changes otherwise authorized by the changes clause of this contract, should the Force Protection Condition (FPCON) at any individual facility or installation change, the Government may require changes in contractor security matters or processes.

1.4.6.1 For contractors requiring Common Access Card (CAC): The CAC is the DoD Federal Personal Identity Verification (PIV) credential. Before CAC issuance, the contractor employee requires, at a minimum, a favorably adjudicated Tier 1 or an equivalent or higher investigation in accordance with Army Directive 2014-05. The contractor employee will be issued a CAC only if duties involve one of the following: (1) both physical access to a DoD facility and access, via logon, to DoD networks on-site or remotely; (2) remote access, via logon, to a DoD network using DoD-approved remote access procedures; or (3) physical access to multiple DoD facilities or multiple nonDoD federally controlled facilities on behalf of the DoD on a recurring basis for a period of 6 months or more. At the discretion of the sponsoring activity, an initial CAC may be issued based on a favorable review of the FBI fingerprint check and a successfully scheduled Tier 1 investigation at the Office of Personnel Management. Sponsorship and enrollment information about each applicant must be registered in the Defense Enrollment Eligibility Reporting System (DEERS) through either the Real-Time Automated Personnel ID System (RAPIDS) using the DD Form 1172-2 or the Trusted Associate Sponsorship System (TASS).

1.4.6.1.1 Homeland Security Presidential Directive (HSPD)-12 Background Investigation Requirements: The contractor shall ensure that all contractor and subcontractor personnel whose duties require CAC card issuance obtain them, and shall process all CAC card applications. The contractor shall ensure that all employees requiring an initial background investigation complete a Personnel Security Investigation Portal (PSIP) form at Attachment (TBD), at the earliest possible date and that this form is forwarded to the COR immediately. The COR will review the form for completeness and accuracy and forward it to the National Guard Bureau (NGB) Personnel Security manager who will initiate the investigation process via the PSIP. Contractor personnel will then receive two e-mail messages; the first will confirm that the investigative service provider has received the request, and the second will provide instructions for the completion of the appropriate form via the Electronic Questionnaires for Investigations Processing (e-QIP) system. Upon completion of the e-QIP questionnaire and submittal of all required documents, including fingerprint card to the security manager, the background investigation (BI) will be initiated. The contractor shall ensure immediate compliance with all instructions regarding background investigation processing, including those provided verbally, by e-mail or via a Government system. The contractor is cautioned that the entire process from submittal of the PSIP form to return of the FBI fingerprint check may routinely take from two to six weeks and shall factor this lead time into its hiring/placement process. The contractor shall make all reasonable efforts to ensure that contractor employees meet CAC eligibility standards upon assignment to the contract and shall be held responsible for delays, failure to meet performance requirements or decreases in efficiency in accordance with the applicable inspection clause.

1.4.6.1.2 Trusted Associate Sponsorship System (TASS): The contractor shall process CAC applications through the TASS, the procedures for which are described below. Although there is no requirement for the contractor to designate a “Corporate Facility Security Officer" (FSO) to serve as its single point of contact for the BI, the TASS application process and other CAC and security-related matters, such designation facilitates these processes. If a Corporate FSO is not established, all contractor employees requiring a CAC will be required to process their own applications. The submission process for CAC applications is as follows:

1.4.6.1.2.1 The contractor's FSO or contractor employee shall submit requests for a CAC via email to the designated TASS Trusted Agent (TA). The TASS TA for this requirement will be: TBD

1.4.6.1.2.2 The Government will establish a TASS application account for each CAC Request and will provide each contractor employee a user ID and password, via email, to the contractor’s FSO or contractor employee. The FSO or contractor employee shall access the TASS account and complete the CAC application (entering/editing contractor information as applicable) at: https://tass.dmdc.osd.mil/tass/. The contractor’s FSO or contractor employee shall follow up to ensure that the TA is processing the request.

1.4.6.1.2.3 The Government will inform the contractor's applicant, via email, of one of the following:

1.4.6.1.2.3.1 Approval. -- Upon approval, the information is transferred to the DEERS database and an email notification is sent to the contractor with instructions on obtaining their CAC. The contractor proceeds to a RAPIDS station (RAPIDS Site Locator: http://www.dmdc.osd.mil/rsl/).

1.4.6.1.2.4 Rejection. -- The Government, in separate correspondence, will provide reason(s) for rejection.

1.4.6.1.2.5 Return. -- Additional information or correction to the application required by the contractor employee.

**The contractor shall maintain records of all approved and rejected applications.**

1.4.6.1.3 Real Time Automated Personnel Identification Documentation System (RAPIDS) At the RAPIDS station, the RAPIDS Verification Officer will verify the contractor employee by Social Security Number (SSN) and two forms of identification. Identity source documents must come from the list of acceptable documents included in Form I-9, OMB No. 1615-0047, "Employment Eligibility Verification". Consistent with applicable law, at least one document from the Form I-9 list shall be a valid (unexpired) State or Federal Government-issued picture ID. The Identity documents will be inspected for authenticity and scanned and stored in the DEERS upon issuance of an ID. The photo ID requirement cannot be waived, consistent with applicable statutory requirements. The Verification Officer will capture primary and alternate fingerprints, picture, and updates to DEERS, and will then issue a CAC. Issued CACs will be valid for no longer than three years, or until the individual's contract end date (inclusive of any options), whichever is earlier.

1.4.6.1.4 The contractor shall manage requests for new or renewal CAC cards in sufficient time to ensure that all contractor employees have them when needed to perform work under this contract. The contractor shall provide at least 10 calendar days advance notice to the TA, unless there are extenuating circumstances approved by the COR or KO.

1.4.6.1.5 The contractor shall return issued CACs to the DEERS office upon departure or dismissal of each contractor employee and shall obtain a receipt for each card and provide it to the TA/COR. Failure to comply with these requirements may result in withholding of final payment.

1.4.6.1.6 The contractor shall obtain an Army Knowledge Online (AKO) email address for each applicant, including subcontractors, who may be deployed or require logical access to a Government computer network. Note: If employees of a contractor lose the privilege to access AKO, they lose the ability to renew their CAC. Therefore, it is critical that contractor employees maintain their AKO accounts.

1.4.6.2 For contractors that do not require a CAC, but require access to a DoD facility or installation: Contractor and all associated sub-contractors employees shall comply with adjudication standards and procedures using the National Crime Information Center Interstate Identification (NCIC-III) and Terrorist Screening Database (TSDB) (Army Directive 2014-05), and applicable installation, facility and area commander installation/facility access, and local security policies and procedures (provided by a Government representative).

1.4.6.3 Awareness Training (AT) Level 1: All contractor employees, including subcontractor employees, requiring access to Army installations, facilities, and controlled access areas shall complete AT Level 1 training within 30 calendar days after contract start date and within 30 calendar days of new employees commencing performance. The contractor shall submit certificates of completion for each affected contractor and subcontractor employee to the KO within 15 calendar days after completion of training by each employee or subcontractor personnel. AT Level 1 awareness training is available at the following website: https://jko.jten.mil/courses/atl1/launch.html.

1.4.6.4 iWATCH Training: The contractor and all associated sub‐contractors shall brief all employees on the local iWATCH Army program (training standards provided by the requiring activity ATO). This local developed training will be used to inform employees of the types of behavior to watch for and instruct employees to report suspicious activity to the COR. This training shall be completed within calendar days of contract award and within calendar days of new employees commencing performance with the results reported to the COR NLT calendar days after contract award

1.4.6.5 Communications Security/Information Technology (COMSEC/IT) Security. All communications with DoD organizations are subject to COMSEC review. All telephone communications networks are continually subject to intercept by unfriendly intelligence organizations. DoD has authorized the military departments to conduct COMSEC monitoring and recording of telephone calls originating from, or terminating at, DoD organizations. Therefore, the contractor is advised that any time contractor personnel place or receive a call they are subject to COMSEC procedures. The contractor shall ensure wide and frequent dissemination of the above information to all employees dealing with DoD information. The contractor shall 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.

1.4.6.6 Use of Government Information Systems (IS) and access to Government networks is a revocable privilege, not a right. Users are the foundation of the DoD strategy, and their actions affect the most vulnerable portion of the Army Enterprise Infrastructure (AEI). Contractor employees shall have a favorable background investigation or hold a security clearance and access approvals commensurate with the level of information processed or available on the system. Contractor employees shall:

1.4.6.6.1 Comply with the command's Acceptable Use Policy (AUP) for Government owned IS and sign an AUP prior to or upon account activation.

1.4.6.6.2 Complete initial and/or annual Information Assurance (IA) training as defined in the IA Best Business Practices (BBP) training (https://atc.us.army.mil/iastar/docs/Training_BBP.pdf).

1.4.6.6.3 Mark and safeguard files, output products, and storage media per classification level and disseminate them only to individuals authorized to receive them with a valid need to know.

1.4.6.6.4 Protect IS and IS peripherals located in their respective areas in accordance with physical security and data protection requirements.

1.4.6.6.5 Practice safe network and Internet operating principles and take no actions that threaten the integrity of the system or network.

1.4.6.7 Army Training Certification Tracking System (ATCTS): All contractor employees with access to a Government information system shall be registered in ATCTS (https://atc.us.army.mil/iastar/index.php) at commencement of services, and shall successfully complete the DoD Information Assurance awareness training prior to access to the IS and then annually thereafter. (https://iatraining.us.army.mil/).

1.4.6.8 Information Assurance (IA) Training. All contractor employees and associated subcontractor employees must complete the DoD IA awareness training before issuance of network access and annually thereafter. All contractor employees working IA/IT functions must comply with DoD and Army training requirements in DoDD 8570.01, DoD 8570.01‐M and AR 25‐2 within six months of appointment to IA/IT functions.

1.4.6.9 The contractor shall protect all PII encountered in the performance of services in accordance with Defense Federal Acquisition Regulation Supplement (DFARS) 224.103 Personally Identifiable Information and Department of Defense Directive (DoDD) 5400.11, Department of Defense Privacy Program, and DoD 5400.11-R. If a PII breach results from the contractor’s violation of the aforementioned policies, the contractor shall bear all notification costs, call-center support costs, and credit monitoring service costs for all individuals whose PII has been compromised.

1.4.6.10 OPSEC Training: In accordance with AR 530-1, Operations Security, new contractor employees shall complete Level I OPSEC training within 30 calendar days of their reporting for duty and annually thereafter. The contractor shall submit certificates of completion for each contractor employee to the KO within 15 calendar days after completion of training. Level 1 OPSEC training is available at https://securityawareness.usalearning.gov/opsec/index.htm.

1.4.7 Physical Security. (Include this section even if performance will not be at a Government facility.) The contractor shall safeguard all Government property provided for contractor use. At the close of each work period, Government facilities, equipment and materials shall be secured.

1.4.7.1 Key Control. NOTE: All references to keys include key cards. The contractor shall establish and implement methods of ensuring that no keys/key cards issued by the Government are lost or misplaced or are used by unauthorized persons. No keys issued by the Government shall be duplicated. Such procedures shall include turn-in of any issued keys by personnel who no longer require access to locked areas. (Add the following sentence if a QCP is required): The contractor shall include procedures covering key control in the QCP.

1.4.7.1.1 The contractor shall immediately report any occurrences of lost or duplicated keys/key cards to the COR.

1.4.7.1.2 In the event keys, other than master keys, are lost or duplicated, the contractor shall, upon direction by the KO, re-key or replace the affected lock or locks; however, the Government, at its option, may replace the affected lock or locks or perform re-keying. When the Government replaces or re-keys the locks, the Government will deduct the total cost of lock replacement or re-keying from the monthly payment due the contractor. In the event a master key is lost or duplicated, the Government will replace all locks and keys for that system and will deduct the total cost from the monthly payment due the contractor.

1.4.7.1.3 The contactor shall prohibit the use of the Government issued keys/key cards by any persons other than the contractor’s employees. The contractor shall prohibit the opening of locked areas by contractor employees to permit entrance of persons other than contactor employees engaged in the performance of services in those areas, or personnel authorized entrance by the KO.

1.4.8 Post Award Conference/Periodic Progress Meetings: The contractor agrees to attend any post award conference convened by the KO in accordance with FAR 42.5. The KO, COR and other Government personnel, as appropriate, may meet periodically with the contractor to review the contactor’s performance. At these meetings, the KO will apprise the contractor of how the Government views the contractor’s performance and the contractor shall apprise the Government of problems, if any, being experienced. The contractor shall resolve outstanding issues raised by the Government. Contractor attendance at these meetings shall be at no additional cost to the Government.

1.4.9 Contract Manager (CM): The contactor shall designate a CM who shall ensure performance under this contract. The name of this person, and an alternate who shall act for the contractor when the CM is absent, shall be designated in writing to the KO. The CM or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract. The CM shall work through the KO, to resolve issues, receive technical instructions, and ensure adequate performance of services. The CM shall ensure that contractor employees do not perform any services outside the scope of the contract without an official modification issued by the KO. The CM shall ensure contractor employees understand that services performed outside the scope of the contract are performed wholly at the expense of the contractor.

1.4.10 Identification of Contractor Employees: All contractor personnel attending meetings, answering Government telephones and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression that they are Government employees. The contractor shall ensure that all documents or reports produced by contractor personnel are suitably marked as contractor products or that contractor participation is appropriately disclosed. The contractor’s status as a “contractor” shall be predominantly displayed in all correspondence types (to include signature blocks on e-mail) and dealings with Government or non-Government entities. Contractor personnel shall wear identification badges distinguishing themselves as such. The badges shall have the company name, employee name and the word “contractor” displayed. The contractor shall retrieve all identification media (including vehicle passes) from its employees who depart employment for any reason. The contractor shall return all identification media (i.e., badges and vehicles passes) to the KO within 14 days of an employee’s departure.

1.4.11 Combating Trafficking in Persons: The United States Government has adopted a zero tolerance policy regarding trafficking in persons. Contractors and contractor employees shall not engage in severe forms of trafficking in persons during the period of performance of the contract; procure commercial sex acts during the period of performance of the contract; or use forced labor in the performance of the contract. The Contractor shall notify its employees of the United States Government’s zero tolerance policy, the actions that will be taken against employees for violations of this policy. The contractor shall take appropriate action, up to and including termination, against employees or subcontractors that violate the US Government policy as described at FAR 22.17.

1.4.12 Contractor Travel: If contractor travel is required, a separate Not To Exceed (NTE) Contract Line Item Number (CLIN) will be added to the contract to pay for travel expenses.) The contractor shall travel to (specify locations) during the performance of this contract to (insert purpose of travel, i.e., “attend meetings, etc.”).

If contractor travel is required, the following is mandatory language in the PWS: The contractor will be authorized travel expenses consistent with the substantive provisions of the Joint Travel Regulation (JTR) and the limitation of funds specified in this contract. All travel requires COR recommendation for approval and/or authorization by the KO prior to travel arrangements being made. The cost of shipping training aids shall be borne by (insert either “the contractor” or “the Government.”) If it is the Government, insert: The contractor will be reimbursed for the costs of shipping training aids in accordance with the JTR and limitation of funds in this contract.

1.4.13 Data Rights. If more specific data rights are needed for a particular requirement, it may be necessary to consult with the IP attorney to include the appropriate language. Note for KOs: Applicable intellectual property clauses may also need to be included in the solicitation/contract. If adding IP clauses, make sure that the language in this section of the PWS does not conflict with the added clause(s)): The Government has unlimited rights to all documents/materials produced under this contract. All documents and materials, to include the source codes of any software, produced under this contract shall be Government owned and are the property of the Government with all rights and privileges of ownership/copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the contractor without written permission from the KO. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other Government rights.

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

2. Definitions and Acronyms:

2.1 Definitions:

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

Defective Service: A service output that does not meet the standard of performance associated with the PWS.

Deliverable: Anything that can be physically delivered and includes non-manufactured things such as meeting minutes or reports.

Key Personnel: Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the PWS. When key personnel are used as an evaluation factor in best value procurement, an offer can be rejected if it does not have a firm commitment from the persons that are listed in the proposal.

Physical Security: Actions that prevent the loss or damage of Government property.

Quality Assurance: The Government procedures to verify that services being performed by the Contractor are performed according to acceptable standards.

Quality Assurance Surveillance Plan (QASP): An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance.

Quality Control: All necessary measures taken by the Contractor to ensure that the quality of an end product or service shall meet contract requirements.

Subcontractor: One that enters into a contract with a prime contractor. The Government does not have privy of contract with the subcontractor.

2.2 Acronyms:

3. Government Furnished Property: Government Furnished Property, Material, Equipment and Services (GFP/M/E/S): The Government will provide the property, material, equipment, and/or services listed below solely for the purpose of performance under this contract:

3.1 Property:

3.1.1 The Government will furnish the necessary workspace for the contractor to perform services outlined in this PWS to include desk space, telephones, computers and other items necessary to maintain an office environment.

3.1.2 Property: The Government will provide adequate facilities located at state headquarters in Marietta, GA and the Ft. Stewart location; including a complete workstation and chair, telephone, expendable office supplies, computer and related hardware and software (and support), internet/intranet/LAN (and support), and use of a fax machine, copier and printer, and mail service and postage for official mail. All Government furnished supplies and equipment shall be for official use only. Restricted-use cell phones may be required for certain positions. The Government will provide these cell phones.

3.2 Materials: A GA DoD identification card (separate from the CAC) is required for access to the facility where ESO is located. This will be provided upon commencement of services, in coordination with facility management. This card will be returned to facility management upon departure or dismissal of each CE.

3.3 Equipment: CEs and the COR shall conduct an inventory of all Government-furnished equipment within ten days of commencement of services. CEs shall sign a receipt for all furnished equipment and shall determine the working condition of all equipment in coordination with the COR.

3.4 Utilities: All utilities in the facility will be available for the contactor’s use in the performance of this contract. The contractor shall instruct employees in utilities conservation practices. The contractor shall operate under conditions that preclude the waste of utilities, which include turning off the water faucets or valves after using the required amount.

4. Contractor Furnished Property, Materials, and Equipment (CFP/M/E): Except for those items specifically stated to be Government-Furnished in Paragraph 3.0, the contractor shall furnish everything required to perform these services as indicated in Paragraph 1.1

5. Requirements:

5.1 Required Service

5.1.1 Education and Incentives Counseling Services Support: Description: Education support is pivotal, providing critical functions in the recruiting of new Soldiers, who are looking to understand the educational opportunities available to them with military service, and in the retention of on-board Soldiers, who are looking to find ways to make use of those opportunities. The recruiting team depends on accurate, current information on-demand about education benefits, which are in constant flux. Career Soldiers depend on a way to bridge the gap between signing up for a benefit and actually using it, to be provided crucial links to resources they might not otherwise find. Hands-on customer service from an education professional is foundational to this function, providing the face of the Army when Soldiers consider how well they have been treated by the Army and whether it lives up to its obligations.

5.1.1.1 The contractor shall counsel all service members on eligibility and procedures for transferring G.I. Bill benefits to dependents, including required documentation and timelines. Counseling shall be provided within 5 business days of a service member’s request, ensuring 100% compliance with all applicable guidelines. The contractor shall maintain a 95% on-time delivery rate for TEB counseling and ensure no more than one documented error per quarter in eligibility determinations or guidance.

5.1.1.2 The contractor shall assist all service members in creating degree plans and optimizing their use of available education benefits, tailored to individual goals and eligibility. Degree planning assistance shall be completed and delivered to service members within 10 business days of request submission. The contractor shall ensure that 90% of degree plans are delivered within the specified timeframe, with no more than 5% of plans requiring correction due to inaccuracies.

5.1.1.3 The contractor shall verify all service member eligibility for Federal education benefits under the Montgomery G.I. Bill and produce the Notice of Basic Eligibility (NOBE). Eligibility determinations and NOBE production shall be completed within 3 business days of receiving a complete application. The contractor shall maintain a 98% accuracy rate in issuing NOBEs, with no more than two instances of inaccurate eligibility verification per quarter.

5.1.1.4 The contractor shall manage all G.I. Bill-related tasks using the Guard Incentive Management System (GIMS), ensuring accurate data entry, eligibility updates, and timely resolution of issues. All required updates and fixes shall be completed within 2 business days of identification. The contractor shall ensure that 98% of updates and fixes are completed within the specified timeframe, with no more than one documented error in GIMS updates per month.

5.1.1.5 The contractor shall develop, coordinate, and deliver all education benefit briefings tailored to audiences during in-processing, Yellow Ribbon events, and other scheduled sessions. The contractor shall conduct at least two briefings per month on average, evaluated annually. The contractor shall ensure that 100% of scheduled briefings are conducted on time and maintain no more than two documented complaints regarding briefing content or delivery per quarter.

5.1.1.6 The contractor shall produce a weekly statistics report detailing the number of actions completed, including NOBEs produced, high school transcript evaluations, college transcript evaluations, G.I. Bill data fixes, G.I. Bill Kicker fixes, Transferability of Education Benefits (TEBs), and briefings conducted. Reports shall be submitted to the Contracting Officer Representative (COR) by 12:00 PM every Monday, covering the prior week’s activities. The contractor shall ensure that 98% of reports are submitted on time and maintain 100% accuracy in the data presented.

5.1.1.7 The contractor is responsible for the evaluation, execution, and quality control of all Integrated Personnel and Pay System – Army (IPPS-A) coding processes to determine education level evaluation and category coding. All education level evaluations and category codings shall be completed with 100% accuracy, and corrections shall be processed within 2 business days of identification. The contractor shall maintain a 98% accuracy rate for IPPS-A data entry and coding.

5.1.1.8 The contractor shall maintain an inventory, at all times, of educational resources, including test preparation materials and educational services brochures, and ensure materials are updated regularly to reflect current policies and programs. The contractor shall order test preparation materials such as SAT, GRE, GMAT, and LSAT as needed, ensuring that all materials are available for use within 15 business days of a request. The contractor shall maintain an inventory of materials, ensuring no more than two instances per quarter of resource shortages or outdated materials.

5.1.1.9 The contractor shall answer all requests between the GAARNG and educational institutions, especially those used by service members, and coordinate with them regarding educational opportunities, scholarships, and benefits. The contractor shall monitor and communicate updates on key scholarship programs, including the Georgia National Guard Service-Cancelable Loan (GNG SCL) program and the Georgia Helping Educate Reservists and their Offspring (GA HERO) scholarship. The contractor shall maintain 100% accuracy in tracking educational opportunities and provide updates to ARNG leadership within 3 business days of receiving new information.

5.1.1.10 The contractor shall verify the authenticity and accreditation status of schools providing education to service members. Verification of high school and college transcripts shall be completed within 5 business days of receipt of transcripts, ensuring all institutions are properly accredited. The contractor shall maintain 100% accuracy in the verification process and ensure that no more than one error is made per quarter regarding accreditation status.

5.1.1.11 The contractor shall assist all service members in acquiring their Joint Service Transcript (JST), formerly the AARTS transcript, and ensure it is updated and submitted to the appropriate educational institution. Assistance shall be provided within 3 business days of the request. The contractor shall maintain a 98% on-time completion rate for JST requests and ensure no more than one error in the process per quarter.

5.1.1.12 The contractor shall serve as the Test Control Officer and proctor on all exams such as the Armed Forces Classification Test (AFCT), Armed Services Vocational Aptitude Battery (ASVAB), and College Level Examination Program (CLEP). All exams shall be administered according to the applicable testing standards, ensuring a 100% compliance rate.

5.1.1.13 The contractor shall coordinate with ARNG staff and external education decision-makers at the local and state levels to ensure that educational resources align with ARNG recruitment and retention objectives. The contractor shall facilitate these meetings on a quarterly basis (minimum) and maintain detailed records of interactions, ensuring that 100% of relevant decisions are tracked and followed up on within 5 business days

5.1.1.14 The contractor shall order all promotional materials for the ARNG Education Services Office, ensuring that all materials are ordered within 10 business days of a request and delivered to the appropriate locations within 15 business days. The contractor shall maintain a 98% accuracy rate in ordering and ensure that no more than two instances of errors in the ordering process occur per quarter.

5.1.1.15 The contractor shall monitor current policies and changes to education programs and benefits and update educational materials and resources accordingly. The contractor shall review all educational policies at least quarterly and implement any necessary changes within 10 business days of the policy update. The contractor shall ensure 100% compliance with all updated policies and maintain no more than two errors per quarter in policy updates.

5.1.1.16 The contractor shall ensure that all educational programs comply with federal regulations, including those pertaining to the G.I. Bill, TA, and related benefits. The contractor shall conduct quarterly audits of education services and documentation, ensuring compliance with regulations. The contractor shall maintain a 98% compliance rate and correct any non-compliance issues within 5 business days.

5.1.1.17 The contractor shall coordinate with the Department of Veterans Affairs (DVA) to ensure that all eligible service members receive proper educational benefits. The contractor shall respond to all DVA requests within 3 business days and ensure that all required documentation is submitted in compliance with DVA guidelines. The contractor shall maintain a 98% accuracy rate for DVA-related processes.

5.1.1.18 The contractor shall track and report on the utilization of education benefits by service members, including G.I. Bill, TA, and other related benefits. Reports shall be submitted monthly, and the contractor shall ensure that 100% of eligible service members are tracked and reported accurately. The contractor shall maintain a 98% accuracy rate in education benefits utilization reporting.

5.1.1.19 The contractor shall provide all logistical and administrative support for educational briefings, including scheduling, preparing materials, and tracking attendance. Support shall be provided within 5 business days of request. The contractor shall ensure that 100% of scheduled briefings are supported on time and with no more than two documented instances of missed or delayed support.

5.1.1.20 The contractor shall conduct outreach to high schools and universities to promote ARNG educational opportunities. Outreach activities shall be conducted monthly, and the contractor shall ensure that all events are documented, and follow-up is conducted within 5 business days. The contractor shall maintain 100% participation in scheduled outreach activities.

5.1.2 Incentives Establishment Services Support: Description: Incentive processing includes detailed research for, and execution of, automated systems actions required to confirm eligibility, recommend payment, and to suspend, reinstate, or terminate all incentives within the GAARNG. All incentives actions on behalf of service members assigned to the GAARNG, to include initial contract requests, payment requests, and suspensions or terminations of contracts, must be processed in a timely and accurate manner. Incentive Managers must access, navigate, and utilize GIMS, which is the sole program for processing incentives transactions. Access will be gained via completion of the Incentive Manager course (distance learning phase) online, <https://guardu.ng.mil>, and completion of Comptrollers and Fiscal Law course online, <https://jagu.army.mil>, upon commencement of services; access is retained via completion of the Incentive Manager course (resident phase) at NGPEC.

5.1.2.1 The contractor shall confirm the eligibility of all service members for incentives, including but not limited to reenlistment bonuses, student loan repayment, and other available incentives. Eligibility shall be confirmed accurately within 3 business days of receiving a service member’s request. The contractor shall ensure that 98% of eligibility determinations are accurate and completed on time, with no more than two documented errors per quarter.

5.1.2.2 The contractor shall verify that all required documentation for incentive claims, such as reenlistment agreements, medical records, and financial records, are complete and accurate. Verification shall be completed within 5 business days of receiving the documentation. The contractor shall ensure that 98% of documents are verified correctly and promptly.

5.1.2.3 The contractor shall process all incentive payments, including reenlistment bonuses and loan repayment, in accordance with Army National Guard (ARNG) guidelines. Payments shall be processed within 10 business days after confirmation of eligibility and completion of required documentation. The contractor shall ensure that 98% of payments are processed on time, with no more than two instances of delayed payments per quarter.

5.1.2.4 The contractor shall monitor the status of all incentive payments and follow up on any delays or issues. The contractor shall provide status updates to service members and the Contracting Officer Representative (COR) within 3 business days of identifying a delay. The contractor shall ensure 100% follow-up on delayed payments and maintain 98% accuracy in payment status tracking.

5.1.2.5 The contractor shall maintain accurate records of all incentive claims, payments, and related correspondence. Records shall be kept in compliance with applicable Army and DoD regulations, including privacy and data protection requirements. The contractor shall ensure that 100% of records are accurate and accessible, with no more than two instances of missing or misfiled records per quarter.

5.1.2.6 The contractor shall provide monthly reports to the COR detailing the status of incentive claims, payments processed, and any issues encountered. Reports shall be submitted no later than the last business day of each month. The contractor shall ensure 100% on-time submission and 98% accuracy in reporting.

5.1.2.7 The contractor shall resolve all discrepancies in incentive payments, including addressing payment errors or incorrect documentation. Discrepancies shall be addressed and corrected within 5 business days of identification. The contractor shall ensure that 98% of discrepancies are resolved within the specified timeframe.

5.1.2.8 The contractor shall aid all service members with inquiries related to incentives, including eligibility, documentation requirements, and payment status. Assistance shall be provided within 3 business days of receiving an inquiry. The contractor shall ensure that 98% of inquiries are responded to on time, with no more than two instances of unaddressed inquiries per quarter.

5.1.2.9 The contractor shall conduct a monthly review and update incentive processing procedures and materials as necessary to ensure compliance with changes in regulations and policies. The contractor shall implement updates within 10 business days of receiving new guidance and shall ensure that 100% of updates are applied correctly.

5.1.2.10 The contractor shall confirm that all key documentation required for incentive eligibility, such as reenlistment contracts and loan repayment requests, are complete and submitted correctly. Confirmation shall be completed within 5 business days of receipt of the documentation. The contractor shall ensure that 98% of key documentation is confirmed accurately and on time.

5.1.2.11 The contractor shall utilize the Guard Incentive Management System (GIMS) to track all incentive eligibility and payments for all service members. The contractor shall ensure that 98% of records in GIMS are accurate and up to date. Updates shall be made within 2 business days of receiving new information.

5.1.2.12 The contractor shall conduct outreach events (Up to 8 per year) to service members to inform them about available incentives, including reenlistment bonuses, loan repayment, and other related benefits. Outreach activities shall be conducted at least twice monthly, and the contractor shall ensure that all events are documented, and follow-up is conducted within 5 business days. The contractor shall maintain 100% participation in scheduled outreach activities.

5.1.2.13 The contractor shall ensure that all incentive claims are processed in strict accordance with the Army National Guard (ARNG) regulations and policies. Claims shall be processed within 10 business days of receiving complete documentation. The contractor shall ensure that 100% of claims are processed according to applicable regulations.

5.1.2.14 The contractor shall provide at least two status updates to…