PWS ID Card Services PANMCC-21-P-0000-010008 ID Card Services.pdf

DEFENSE ENROLLMENT AN D ELIGIBILITY REPORTING SYSTEM (DEERS) REAL-TIME AUTOMATED

PERSONNEL IDENTIFICATION SYSTEM (RAPIDS) COMMON ACCESS CARD (CAC) SERVICES

FORT BRAGG, NC

SECTION 1

GENERAL INFORMATION

1. GENERAL IN FORMATION: 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 shall not exercise any supervision or control over the contract service providers’ performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government.

1.1. Description of Services/ Introduction: 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, as defined in this PWS, except for those items specified as government furnished property and services (see PWS Section 3). The Contractor shall perform consistent with the established standards in this PWS. 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 DE scope the requirement and negotiate a new price with the contractor.

1.2. 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 Uniformed Services' active duty members, Selected Reserves, DoD civilian employees, and other eligible recipients. The CAC is issued and maintained in part using DEER S/RAPIDS workstations. The DoD also provides identification cards to military Retirees, Family Members, and other eligible recipients.

1.3 . Objectives: Positive verification and issuance of ID and CAC cards for active duty military, Reserve and National Guard members, military Retirees, Family Members, DoD civilians and o t h e r eligible recipients.

1.4 . RESERVED.

1.5 Period of Performance:

Base Period: Two months

FAR 52.217-8 Option to Extend Services One month

1.6 Quality Assurance/Control Information:

1 .6 .1 . Quali ty Control: Quality Control is the responsibility of the Contractor. The Contractor shall provide all reports generated as a result of the C ontractor's quality control efforts within 24 hours upon request by the COR. This shall include any summary information used to track quality control, including any charts/graphs.

(See FAR 52.246-1, Contractor Inspection Requirements).

1 .6 .2 . Qual ity Control Program: The Government is committed to a highly i n t e r a c t i v e relationship between quality control by the Contractor and quality assurance by the government recipient of services. This relationship shall be achieved through an effective Prevention Based Quality Control Program dedicated to ensuring the best possible products and services to end users. The contractor shall develop and maintain an effective quality control plan to ensure services are performed in accordance with this PWS. The Contractor shall provide their final written Quality Control Plan (QCP) to the Contracting Officer Representative (COR) for r ev ie w no later than 30 days after award of the contract. The COR will forward QCP to the Contracting Officer for final approval.

1.6 .2 .1 . The Contractor's quality program shall demonstrate its prevention-based outlook by meeting the objectives stated in the PWS throughout all areas of performance. The QCP shall be developed to specify the Contractor's respon si bility for management and quality control actions to meet the terms of the contract. The QCP as a minimum shall address continuous process imp r o v e m e n t ; procedures for scheduling, conducting and documentation of inspection; discrepancy identification and correction ; corrective action procedures to include procedures for addressing Government d i sc ove r e d non-conformances; procedures for root cause analysis to identify the root cause and root cause corrective action to prevent re-occurrence of d iscrepancies;

procedures for trend ana lysis; procedures for collecting and addressing customer feedback/complaints. The contractor shall address quality standards established in Technical Exhibit 1, Performance Requirement Summary.

1.6 .2 .2 . The Contractor shall provide all reports generated as a result of the Contractor's quality control efforts.

This shall include any summary information used to track quality control, including any charts/graphs within 24 hours of completion or upon request from the COR.

1.6 .2 .3 . The Contractor's QCP shall be incorporated into and become part of this contract after the plan has been accepted by the Contracting Officer (KO). Proposed changes made after KO acceptance shall be submitted in writing through the COR to the KO for review and acceptance prior to implementing any revision. The Contractor's QCP shall be maintained throughout the life of the contract and shall include the Contractor's procedure s to routinely evaluate the effectiveness of the plan to ensure the Contractor is meeting the performance standards and requirements of the contract.

1.6 .3 . Contractor Discrepancy Report (CDR): When the Contractor's performance is unsatisfactory, a CDR will be issued. The Contractor shall reply in writing within five (5) work days from the date of receipt of the CDR, giving the reasons for the unsatisfactory performance, corrective action taken, and procedures to precl ude recurrence.

1.6 .4 . Quality Assurance: The Government will evaluate the Contractor's performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on what the Government must do to ensure that the Contractor has performed in accordance with the performance standards.

It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

1 .7.Property Management System: If GFP is not provided the contractor is not required to submit a PMS.

1.8. Recognized Federal Holidays: The Contractor shall not be required to perform services on recognized federal holidays. The recognized federal holidays include:

New Year's Day Martin Luther King J r Day Washington's Birthday Memorial Day Independence Day Labor Day Columbus Day Veteran’s Day Thanksgiving Day Christmas Day

1.9 H ours of Operation: The Contractor shall be responsible for providing services between the hours of 8:00 AM -5:00 PM Monday through Friday, except federal holidays or when the government facility is closed due to local/national emergencies, administrative closings or similar government directed facility closings. The Contractor shall administrate adequate workforce for the uninterrupted performance of all tasks defined within the PWS when the government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential to successful performance under this contract.

1.9.1 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.

1.9.2 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. All tasks listed in Section 5, Specific Tasks are mission essential services. 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.

1.10 Place of Performance: The work to be performed under this contract shall be accomplished at the Soldier Support Center, Bldg. 4-2843, and Normandy Drive, Fort Bragg, NC or other buildings on Fort Bragg or Pope Army Airfield.

1.11 Secu rity Requirements: Contractor personnel shall be U.S. Citizens. A National Agency Check with Inquiries (NACI) or equivalent investigation (as determined by the Governm ent) is required at time of the start of the contract's performance period and must maintain the level of security required for the duration of the contract. The security requirements are in accordance with the attached DD254. The contractor shall safeguard information of a confidential or sensitive nature. Failure to safeguard any privileged information which may involve the contractor or the contractor's personnel or to which they may have access may subject the contractor and/or the contractor's employees to criminal liability under Title 18, section 793 and 7908 of the United States Code.

Provisions of the Privacy Act apply to all records and reports maintained by the contractor. Contractors' personnel performing as VO duties DEERS/RAPIDS CAC Operators shall be able to meet personnel controls stipulated in the DoD Verifying Official VO Certification Practice Statement (CPS) and the X.509 Certificate Pol icy for the United States Department of Defense. The United States Office of Personnel Management (OPM) Investigations Service will provide the NACI results to the installation Security Office Manager for final determination. The results of these investigations are inspected annually by the CAC Support Office at HRC-Fort Knox, KY for the contractors hired. Contractor personnel shall comply with all applicable security and safety regulations, gu idance, and procedures, including local, referenced in this PWS and in effect at the work sites. Al l personnel must meet requirements IA W DODD 8570.

1.12. Lock Combinations: The Contractor shall establish and implement control methods ensuring that all lock combinations are not revealed to unauthorized persons.

1.13. Additional General/Training/Certification Requirement s:

1.13.1. The Contractor shall be responsible for ensuring all personnel performing work under this contract possess and maintain Verifying Official certification and current certifications as indicated in PWS 1.1. 1;

security requirements during the execution of this contract to effectively communicate in person or via electronic devices (telephone or Email) with co-workers, customers, and the general public.

1.13.2. Contractor personnel performing work under this contract shall be U.S. citizen to perform the required support. Contractor personnel performing work under this contract shall be able to read, write, speak, and understand the English language to effectively carry out all c o n t r a c t requirements. They shall have a command of both the written and spoken English language to properly clearly, and effectively communicate in person or via electronic devices (telephone or Email) with co-workers, customers, and the genera l public.

1.13.3. Access and General P r o t e c t i o n /Security Pol icy and Procedures: All Contractor personnel performing work under this contract shall comply with applicable installation, facility and area commander installation/facility access, local security policies and security procedures provided by the Security Manager Government representative. Contractor personnel shall provide al l information required for background checks to meet installation access requirements to be accomplished by the installation Provost Marshal Office, Director of Emergency Services or Security Office. Contractor personnel must comply with all personal identity verification requirements as d irected by DoD, Department of Army (DA) or local policies. In addition to the changes otherwise authorized by this contract, should the Force Protection Condition (FPCON) at any individual facility or installation change, the Government may require changes in Contractor and subcontractor security matters or processes.

1.13.4. Anti -Terrorism CAT) Level I Training: Contractor personnel performing work under this contract that requ ire access to Army installations, facilities and controlled access areas shall complete AT Level I awareness training within 30 calendar days after award of contract or effective date of incorporation of this requirement into the contract, whichever is sooner. The Contractor shall submit certificates of completion for each affected employee within 30 calendar days after completion of training. AT Level I awareness training is available at the following website: https://jkodirect.jten.mil/Atlas2/page/login/Login.jsf

1.13.5. Contractor personnel shall have a favorable National Agency Check with Inquiry (NACI) in accordance with Security definition for personnel who occupy "ADP (Automated Data Processing) Sensitive" positions, as per AR 380-67, paragraph 3-601, "The Personnel Security Program" no later than the new employee’s initial date of employment.

1.13.6. Contractor Employees Requiring Access to Government Information Systems: All contractor employees and associated subcontractor s who require access to a government information system must be registered in the Army Training Certification Tracking System (ATCTS) at commencement of support services, and must successfully complete the DoD Information Assurance Awareness prior to access to the information systems. Training is required annually after the initial training.

1.13.7. OPSEC Training: Per AR 530- 1, Operations Security, the Contractor shall complete Level I OPSEC training within 30 calendar days of their reporting for duty and annually thereafter.

1.13.8. Information assurance (IA) information technology (IT) training. The Contractor shall complete the DoD I A awareness training before issuance of network access and must complete IA awareness training annually thereafter. The Contractor employees working IA/IT functions shall comply with DoD and Army training requirements in DoD 8570.0 I , DoD 8570.01-M and AR 25-2 within six months of employment.

1.13.9. iWATCH Training. iWATCH is a community program to help everyone stay safe from terrorist activities by identifying suspicious activity. Contractor personnel shall complete the Army iWATCH training within 30 calendar days of reporting for duty and annually thereafter.

1.13.10. Post Award Conference/Periodic Progress Meetings: The Contractor agrees to attend any post award conference convened by the contracting activity. The KO shall coordinate and conduct a post award conference at Fort Bragg, NC within 10 days of contract award. The purpose of this meeting is to ach ieve a clear and mutual understanding of all contract requirements and identify and resolve any potential problems. This meeting is not a substitute for the contractor full y understand ing the requirement as set forth in the PWS. The KO and/or COR may meet periodically with the Contractor to review the Contractor's performance. At these meetings the KO and/or COR will apprise the Contractor of how the Government views the Contractor's performance and the Contractor will apprise the Government of problems, if any, being experienced.

Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the Government.

1.13.11. Contracting Officer Representative: The COR will be identified by separate letter of appointment. The COR monitors all technical aspects of the contract and assists in contract administration.

The COR is authorized to per form the following functions: Assure that 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, including government drawings, designs, specifications;

monitor Contractor's performance and notifies both the KO and Contractor of any deficiencies; coordinate availability of government furnished property, and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and l i mi tations of the COR, especially with regard to changes in cost or price, est imates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting contract.

1.14. Personnel:

1.14.1 The following are considered key personnel by the Government: Program Manager (PM) and Al ternate Program Manager (APM). The Contractor shall provide a PM who shall be responsible for the performance of the work under this contract. The name of this person and an alternate, who shall be responsible when the PM is absent, shall be designated in writing to the KO and COR. The PM/A PM shall have full authority to act for the Contractor on all contract matters relating to daily operation of this contract, and shall be available during normal and extended hours of operation.

1.14 .2. The contractor shall provide a Site Security Manager (SSM), the PM or 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.

The contractor shall provide a Super Verifying Official (SVO). This position shall have the appropriate management and technical skills to assist the SSM in meeting PWS requirements. The SVO will not man a RAPIDS workstation, customer service window, or appointment line.

1.14.3. Identification of Contractor Personnel: All Contractor personnel attending meetings, occasionally 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 in the minds of members of the public that they are government officials. They must also ensure that all documents or reports produced by Contractors are suitably marked as Contractor products or that Contractor participation is appropriately disclosed.

1.14.4. All Contractor personnel performing work under this contract shall obtain a DoD CAC. The contractor or subcontractor shall provide each employee an ID badge on the contract start date or on the employment start date. The ID badge shall, at a mini mum, have the employee's name and the name of the contractor or subcontract or. All contractor/subcontractor personnel on duty shall wear identification ion badges on the upper front quadrant of the outer garment at all times when performing work under this contract.

If wear of the badge in the designated location should constitute a safety hazard, the contractor shall designate an alternate location for d isplay of the badge for the employee affected.

1.14.6. 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.

1.14.7. The Contractor shall immediately report any lost CAC or government issued identification cards to the COR and Military and/or DoD police agencies. The Contractor shall immediately collect the CAC and other government issued forms of ident ification upon termination of employee, or at the end of the contract performance period. The CAC and other government issued forms of identification shall be returned to the COR within one (1) hour of employee termination, or at the end of contract performance period, whichever comes first.

1.14.8. Contractor Personnel Appearance and P e r f o r m a n c e : It is essential that all Contractor personnel meet the highest standards of professionalism and personal integrity. The Contractor shall ensure per sonne l do not perform work under the influence of alcohol, illegal prescribed drugs or any other incapacitating agents.

Contractor personnel shall be neatly groomed and dressed in business casual attire to present a professional appearance at all times.

1 .15. Data Rights: The Government has unlimited rights to all documents/material produced under this contract to the extent permitted by the data rights clauses. The parties mutually acknowledge their understanding that this is the Government’s intent. 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 right s and privileges of ownership and/or copyright belong ing exclusively to the Government. These documents and materials may not be used or sold by the contractor without written permission from the Contracting Officer. 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.

1.16. Phase- In /Phase-Out Period: To mini mize any decreases in productivity and to prevent possible negative impacts on additional services, the Contractor shall have personnel on board, during the Phase-In/Phase-Out periods. During these periods, the incoming Contractor will be required to coordinate with the COR and existing Contractor to ensure a successful continuity of operations during the transition.

1.16.1. During Phase-In period: If GFP is not binding on the contract the contractor is not required to do an inventory. Accountable of the property remains with the Government.

1.16.2. During the Phase-Out Period: See remarks at 1.16.1

SECTION 2

DEFINITIONS & ACRONYMS

2. DEFINITIONS AND ACRONYMS:

2.1. DEFINITIONS:

2.1. l. 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.

2. 1.2. CONTRACTING OFFICER. A person with authority to enter into, administer, and/or terminate contracts, and make related determinations and findings on behalf of the government. Note: The only individual who can legally bind the government.

2. 1.3. CONTRACTING OFFICER'S REPRESENTATIVE. An employee of the U.S. Government appointed by the contracting officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the Contractor as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.4. CONTRACTOR PERSONNEL. Contractor and subcontractor employees performing work under this contract.

2.1.5. DEFECTIVE SERVICE. A service output that does not meet the standard of performance associated with the PWS.

2. 1.6. DELIVERABLE. Anything that can be physically delivered, but may include non-manufactured things such as meeting minutes or reports.

2. 1 .7. GOV ERN MENT-FURNISHED EQUIPMENT (GFE) OR GOVERNMENT PROPERTY (GP).

Property in the possession of or directly acquired by the Government and subsequently made available to the Contractor.

2.1.8 K E Y PERSONNEL. Contractor employees who are critical for achieving PWS objectives. Key personnel shall meet position quali fication and experience requ irements indicated in the PWS. When key personnel qualifications are used as an evaluation factor in "Best Value" procurement, the Contracting Officer is the on ly one authorized to concur with key personnel replacement after award of the contract. When proposed key personnel resumes are used as an evaluation factor in best value procurement, a letter of commitment may be required from the individual whose resume is provided.

2.1.9. PERFORM ANCE PREQUIR EMENT SUMMA RY (PRS). A listing of the service outputs under the contract that are to be evaluated by the COR on a regular basis, the surveillance methods ds to be used for these outputs, and the performance requirement of the listed outputs

2.1.10. PH YSICAL SECURITY. Actions that prevent the loss or damage of Government property.

2. 1.1 1. QUA LITY ASSURANCE. A planned and systematic pattern of all actions necessary to provide confidence that adequate techn ical requirements are established; products and services conform to established technical requirements;

and satisfactory performance is achieved. For the purposes of this document, quality assurance refers to actions by the Government.

2.1.12. QUALITY ASSU RANCE SURVEILLANCE PLAN (QASP). The Government's organized written document specifying the surveillance methodology to be used for surveillance of Contractor performance.

2.1.13. QUALITY CONTROL. All necessary measures taken by the Contractor to assure that the qual ity of an end product or service shall meet contract requirements.

2.1.14. SUBCONTRACTOR. One that enters into a contract with a prime contractor. The Government does not have privity of contract with the subcontractor.

2.1.15. WORK DAY. The number of hours per day the Contractor provides services in accordance with the contract.

2.1.16. WORK WEEK. Monday through Friday, unless specified otherwise.

2.2. ACRON YMS:

ACM Alternate Contract Manager

ADP Automated Data Processing

APM Alternate Program Manager

AR Army Regulation

AT Anti-Terrorism

ATCTS Army Training Certification Tracking System

CAC Common Access Card

CDR Contractor Discrepancy Report

CMRA Contact Manpower Reporting Application

COR Contracting Officer Representative

CPS Certification Practice Statement

CT Compensatory Time

DA Department of the Army

DEERS Defense Enrollment and Eligibility Reporting System

DOD Department of Defense

FAR Federal Acquisition Regulation

FBIDCF Fort Bragg Identification Card Facility

FPCON Force Protection Condition

FSC Federal Service Code

FY Fiscal Year

GFE Government Furnished Equipment

GFM Government Furnished Material

IA Information Assurance

IAW In Accordance With

ID Identification

IMCOM Information Management Command

IT Information Technology

KO Contracting Officer

MICC Mission Installation and Contracting Command

NACI National Agency Check with Inquiries

OPM Office of Personnel Management

OPSEC Operations Security

OT Overtime

PIN Personal Identification Number

PKI Public Key Infrastructure

PMS Property Management System

PRS Performance Requirements Summary

PPSC Predominant Product Service Code

PSW Performance Work Statement

RAPIDS Real-time Automated Identification System

QA Quality Assurance

QASP Quality Assurance Surveillance Plan

QC Quality Control

QCP Quality Control Plan

SOP Standard Operating Procedures

SSM Site Security Manager

VO Verifying Official

TE Technical Exhibit

UIC Unit Identification Code

SECTION 3

GOVERNMENT FU RN I SHED PROPERTY, EQUIPMENT, AND SERVICES

3. GOVE RNMENT FURNISHED ITEMS AND SERVICES:

3.1. There are no government furnished items or services.

SECTION 4

CONTRACTOR FURNISHED ITEM S AND SERVICES

4. CONTRACTOR FUR NISH ED ITEMS AND SERV ICES:

4.1 General: The Contractor shall furnish all supplies, equipment, facilities and services required to perform work under this contract that are not listed under Section 3 of this PWS.

SECTION 5

SPECIFIC TASKS

5. SPECIFIC TASKS:

5.1 The contractor shall perform ID and CAC issuance support services in accordance with this PWS, regulations, publications, manuals, and local policies and procedures. The contractor shall issue accurate and timely CAC, ID tags and Geneva Convention cards to all eligible recipients IAW Army Regu lation (AR) 600-8- 14.

5.1.1. The contractor shall provide sufficient manpower to staff the following requirements during normal hours of operation and under emergency conditions.

17 CAC Work Stations 2 Customer Service Windows 1 Telephone Appointment Line 3 Site Security Manager 1 Super Verifying Official

Total of 24 positions required (plus sufficient personnel as stated in 52.212-2,Evaluation, Staffing Approach section ( c ) & (d).

5.2. Verification Officials (VO):

5.2.1. 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 25 minutes from the time the customer sits down at the Verifying Official’s desk until they leave with their CAC.

5.2.2. The contractor shall be responsible for control and issuance of identification tags and Geneva Convention cards to military members, deploying civ i lian employees, and other eligible recipients.

5.2.3. The contractor shall perform all CAC issuance related tasks to include researching and reviewing source documents, verifying eligibility, and discussing entitlements as defined in AR 600-8-14, Certification Practice Statement (CPS), and the RAPIDS Training Guide.

5.2.4. The contractor shall issue accurate and timely Teslin ID cards to all eligible recipients.

5.2.5. The contractor shall be responsible for accountability, control, verification and issuance of Teslin ID cards to military retirees, family members/dependents, and other eligible recipient s. At least 85% of ID cards shall be completed in no more than 20 mi nutes from the time the Customer sits down at the Verifying Official’s desk until they leave with their ID Card.

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

5.2.7. The contractor shall input and update records in the DEERS/RAPIDS timely and accurately.

5.2.8. 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.

5.2.9. 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.

5.3. T e l e p h o n e Appointment Operations:

5.3.1. On-line

5.3.1.1 The contractor shall monitor and track online appointments to ensure the work calendar of personnel is maximized.

5.3.2. Telephone

5.3.2.1 The contractor shall take appointments via telephone. The contractor shall ensure all appointments are entered in the calendar before the close of business day.

5.3.2.2 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.

5.4. Customer Service Window Operations:

5.4.1. 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 in formation before entering customers into kiosks. The customer service window must be manned by a certified Verifying Official.

5.4.2. The contractor lead shall monitor kiosks constantly to minimize customer waiting time. Contractor personnel shall monitor and retrieve a customer out of the kiosk customer log and when service is complete on that customer, the VO will sign the customer out of the kiosk and im mediately pull the next available customer.

5.5. Site Security Manager (SSM):

5.5.1. The contractor shall provide a SSM. The SSM 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

5.5.2. The SSM performs all roles of the VO plus ins ta l ls new hardware components, runs and reviews audit reports, manages users, security, cardstock, consumables and maintains the site's address information f o r the RAPIDS Site Locator system. The SSM also performs RAPIDS security overrides for document and fingerprint support. The SSM will not man a RAPID workstation, customer service window or the appointment line. The SSM is responsible for the operation s of the following tasks:

5.5.2.1 Prepares correspondence, letters, and, statistical reports as required.

5.5.2.2 Enters and/or validates data in automated systems, as needed.

5.5.2.3 Assists in maintaining accuracy of automated personnel and other d a t a b a s e s .

5.5.2.4 Retrieves data from various information sources.

5.5.2.5 Reviews and verifies records to identify discrepancies and gaps in information.

5.5.2.6 Interview personnel to obtain additional informat ion as needed to complete record and/or to correct d iscrepancies.

5.5.2.7 Maintains required forms, records, and files pertaining ID Card procedures.

5.2.2.8 Enters and/or validates data in automated systems, as needed.

5.5.2.9 Retrieves data from various information sources and prepares reports to inform management of results.

5.5.2.10 Maintains Appointment Scheduling oversight (web-based appointment system).

5.5.3. The contractor shall perform routine maintenance on computers and printers (i.e. change ri bbons, 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/RAPID S Workstations IAW the RAPIDS 7, User Guide, Version 2.6, Dated: Jan 2016.

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

5.6. Super Verification Official (SVO):

5.6.1. The SVO should be an experienced RAPIDS user with at least one year performing Common Access Card (CAC)/ID Card functions and shall have knowledge of all VO, but will not man a RAPIDS workstation, customer service window or appointment line. The SVO will perform the additional tasks:

5.6.1.1 Prints and reviews all information on the audit trail reports.

5.6.1.2 Evaluates the audit trail report to monitor for fraud, waste, and abuse.

5.6.2. 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 technical exhibit 3, Estimated Annual Work load Data, and address whether or not standards described in technical exhibit l , Performance Requirements Summary, are being met.

5.7. Contractor Manpower Reporting:

5.7.1. 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 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.

5.7.2 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 no later than 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.”

SECTION 6

APPLICABLE PU BLICATIONS

6. APPLICABLE PU BLICATIONS: The Contractor shall abide by all applicable regulations, publications, manuals, and local policies and procedures.

6.1 Army Regulation 600-8-14, IDENTLFJCATION CARDS FOR MEMBERS OF THE UNIFORM ED

SERVICES, THEIR ELIGIBLE FAMILY MEM BERS, AND OTHER ELIGTBLE PERSONN EL

6.2 Department of Defense Instruction "Identification (ID) Cards for Members of the Uniformed Services, Their Dependents, and Other Eligible Individuals", Number I 000.13, 23 January 20 14. (replaced DTM-08-006)

6.3 Department of Defense Manual "Identification (ID) Cards: ID Card Life-Cycle", Number 1000. I 3, Volume l, 23 January 2014 (replaced DTM-08-003)

6.4 Department of Defense Manual Number 1000.13,"Benefits for Members of the Uniformed Services, Their Dependents, and Other Eligible Individuals", Volume 2, 23 January 2014

6.5 RA PIDS 7.8, User Guide, Version 2.3, Dated: Aug 2014

SECTION 7

MISSION ESSENTIAL SERVICES

25 January 2021

The contractor will perform the following mission essential functions IAW DFARS 252.237-7023, Continuation of Essential Contractor Services:

1. All tasks listed under PWS Section 5.