Attachment_1_-_SOW.docx

Solicitation R14PS01008, Amendment 2

Guided Tour Program

Solicitation No. R14PS01008 Attachment 1 – Performance Work Statement

Carl Hayden Visitor’s Center and Glen Canyon Power Plant

Colorado River Storage Project, Arizona

PERFORMANCE WORK STATEMENT

GUIDED TOUR PROGRAM – GLEN CANYON FIELD DIVISION

FORWARD

Glen Canyon Dam and Carl Hayden Visitors Center (CHVC) is located in the Glen Canyon National Recreation Area, approximately 1 mile West of Page, AZ on Highway 89.

The visitor’s center is managed by the Bureau of Reclamation (Reclamation) with cooperation from the National Park Service (NPS); although this contract is with Reclamation, the Contractor will be working with the NPS and other government and non- government entities.

Open hours for the CHVC and minimum number of daily tours are:

· May 15 through September 15 Memorial Day through Labor Day: 8:00 a.m. to 6:00 p.m.; 13 tours, up to 20 people each;

· September 16 through October 31 March through May: 8:00 a.m. to 5:00 p.m.; 7 tours, up to 20 people each;

· September through October: 8:00 a.m. to 5:00 p.m.; 7 tours, up to 20 people each;

· November 1 through February 28: 8:00 a.m. to 4:00 p.m.; 4 tours, up to 20 people each;

· March 1 through May 14: 8:00 a.m. to 5:00 p.m.; 7 tours, up to 20 people each;

· Closed Christmas, Thanksgiving and New Year’s Days.

1. GENERAL STATEMENT OF WORK

A. PURPOSE: This service is established primarily to present to the visiting public a positive understanding of Glen Canyon Dam and the Glen Canyon National Recreation Area, and to foster a favorable impression of Reclamation.

B. THE SERVICE: The Contractor shall provide guided tours of the Glen Canyon Dam and Power Plant and interpretative services within the CHVC to the visiting public. Guided tours shall be scheduled each day in an effort that the groups not exceed 20 customers for each tour. Tours shall be scheduled according to the season of the year and as circumstances demand. Guides shall be available to provide at least 13 tours per day from Memorial Day through Labor Day; 7 tours per day in the spring and fall months (March-May and September-October), and 4 tours per day during the winter months (November-February). In addition to the minimum number of tours to be provided for each season, up to 4 additional tours per day shall be provided depending upon demand. No tours shall be conducted on Thanksgiving, Christmas, or New Year’s days.

C. TOUR FEES: The Contractor shall collect fees for tours according to the tour fee schedule established by Reclamation via cash, credit card, or check. The Contractor shall reconcile the monies collected against the number of tours sold daily and deposit the monies into an account designated solely for these funds either daily or weekly depending on the number of tours sold. The Contractor shall provide a monthly report to Reclamation summarizing the number of each type of fee and the amount of money collected. A check written to the Bureau of Reclamation in the amount of fees collected the previous month shall be given to the collection officer at Glen Canyon Field Division by the 15th of each month.

D. GUIDE QUALIFICATIONS: Guides shall be at least 18 years of age. Guides shall present a good impression to the public; to exhibit aptitude, energy, and initiative in learning a sizeable amount and variety of technical information; to have aptitude in addressing and controlling large groups of people; to deal factually and tactfully with situations involving difficult or hostile individuals; to respond correctly to possible medical emergencies which may occur with individuals of the visiting public. Guides shall pass a background security investigation conducted by Reclamation in accordance with Homeland Security Presidential Directive 12. The Contractor shall ensure that all new guides report to the Security Assistant in the Reclamation offices located in the CHVC within two days of hire to complete paperwork initiating the investigation process. The entire process can take up to three weeks and includes fingerprinting. If a tour guide is determined to be a security risk they will not be allowed to work at Glen Canyon Dam or CHVC.

E. GUIDE DUTIES: Guides shall open the CHVC in the morning, raise the flags outside, and ready the building for the day’s business. They shall close the building in the evening, taking the flag down and storing it properly for the next day’s business. On a scheduled basis the tour guide shall provide interpretive tours lasting approximately one hour of Glen Canyon Dam and Power plant; its geographical and geological features, cultural history, the reasons for and development of the Colorado River Storage Project. Guides shall furnish information on statistical and historical material. Tours shall begin at the tour desk in the rotunda of the visitor’s center and proceed out to the crest of the dam, down inside the dam, and to the powerplant. Stopping at various places, the guide shall explain the construction and operation of the dam and powerplant and its benefits to the public.

Between tours guides shall make “roving contacts”, being available in the CHVC to answer questions or engage in discussions about the dam and powerplant, geology, flora and fauna, recreation, etc.; and/or engage in other activities expanding the guide's knowledge of Glen Canyon Dam, powerplant, or recreation area. An available roving contact shall be available in the CHVC during all open hours. Guides shall notify security guards of any security concerns or irregularities immediately.

Tour guides shall be responsible for recording the number of visitors taken on tours daily and times tours were offered and taken. A monthly report shall be submitted to Reclamation along with the payment check for tour collections.

F. GUIDE TRAINING: Guides shall receive training by the Contractor which includes studying a tour information outline; trailing experienced tour guides, noting their organization and communication styles; receiving public speaking tips, etc. First aid and CPR certification are required. In addition, Reclamation will conduct security and emergency procedures training. Reclamation will make available Reclamation personnel with significant technical knowledge of the Glen Canyon Dam for the purpose of providing training.

Guides are encouraged to continue informal training by taking advantage of a collection of books, articles, and videos.

G. DEVELOPMENT OF TALKS: Information used in the development of talks/script is from that available through BOR, NPS, and other sources with historical credibility. Talks convey facts and information, not personal opinion, and do not contain themes that have no relevance to the dam, powerplant, or recreation area. All talks/scripts will require Reclamation approval.

H. SAFETY: Guides shall follow all Safety Regulations as outlined in the Reclamation Safety and Health Standard. Every precaution shall be taken to ensure the safety of the visiting public. Guides shall be certified in first aid training and CPR, and shall be given specific instructions regarding the proper response to be taken during emergencies which may occur while conducting tours.

I. SECURITY: Guides shall be familiar and compliant with security regulations of Glen Canyon Dam and Powerplant. Public discussion of the details of security procedures at Glen Canyon Dam is prohibited. Violation of security procedures will be grounds for removal. Security training will be given by the Bureau of Reclamation. The Contractor shall ensure all employees are trained before they conduct tours.

J. UNIFORM: The Contractor shall provide all uniforms. Uniform design will be approved by Reclamation. Uniforms shall be clean and in good repair at all times. In addition, guides shall provide their own walking shoes appropriate to the job; open-toed footwear is not appropriate. Guides shall wear their authorized uniform at all times while on duty.

K. USE OF GOVERNMENT FACILITIES: The Contractor will be allowed to use the tour desk in the rotunda, utilities, and toilet facilities. The Contractor shall provide their own phone line, fax machine, internet service, computer, printer, and copier.

L. SITE VISIT: It is recommended that a visit to Glen Canyon Field Division be made prior to preparing a quote, to perform investigation as to the existing conditions affecting the service to be performed under this performance based work statement. Site visits may be scheduled by contacting Lori Heibult at (928)645-0403 or Sonny Greene at 928-645-0429, Monday thru Friday, 7:00am to 3:30pm.

If a Contractor chooses not to visit the site or conduct investigations he/she will nevertheless be charged with knowledge of conditions which reasonable inspection and investigations would have disclosed. The Contractor shall assume all responsibility for deductions and conclusions as to the difficulties in performing the work.

M. PAYMENT: The Contractor shall submit a monthly invoice to receive payment. The invoice shall include number of tours of each type given and tour guide hours worked.

2. SPECIFIC PERFORMANCE STANDARDS

A. TOUR GUIDE PRESENTATIONS: Guide presentations shall follow prescribed material; shall not include any prohibited material and shall be appropriate to the individual tour groups.

1. Performance Measures and Standards for services in C.2 (A).

a. COR random observations.

b. Customers/visitors feedback.

2. Negative observations and/or feedback will be reflected in the Contractor performance rating.

B. TOUR SCHEDULING: Except as otherwise excused by the provisions of this Agreement, tours shall leave at the appointed hours and shall be conducted by qualified, trained guides. Appointed hour means no later than five (5) minutes after scheduled departure. Tours shall be conducted if at least one visitor is present.

1. Performance Standards and Measures for services in C.2 (B).

a. COR random observations.

b. Customers/visitors feedback.

c. Contractor Monthly Tour Reports.

2. Negative observations and/or feedback will be reflected in the Contractor performance rating.

C. GUIDE APPEARANCE: Guides conducting tours shall be in the proper uniform. Tours guided by an individual not in proper uniform shall be counted non-performance for the tour. Tours may be cancelled by the COR if no guide in proper uniform is available.

D. POINT OF CONTACT: The Contractor shall identify in writing, and maintain an individual at the jobsite who is identified as Point of Contact and who is available in person or by telephone at all times that tours are scheduled. Said Point of Contact shall be authorized to respond to COR questions and concerns and shall do so within 30 minutes of COR inquiry.

E. TIMELY SUBMISSION OF REPORTS: The Contractor shall submit complete, accurate reports as identified above, by the required due date, the 15th of each month. Reports determined by the COR to be incomplete or inaccurate will not be deemed received until corrected.

1. Late reports shall be noted and reflected in the Contractor Performance rating.

F. CONTRACTOR QA/QC PROGRAM: The Contractor shall establish and maintain a Quality Control Program to provide independent corporate and on-site management surveillance and inspection of Contractor operations. The Contractor shall submit a written Quality Control Plan to the COR for approval within 30 days after execution of this contract. The Quality Control Plan shall address work items and tasks required by this contract as well as all quality control inspection reports that are necessary to verify compliance with the contract requirements.

1. Performance Standards and Measures for services in C.2 (F).

a. Delivery of Report within 30 days.

b. COR observations.

2. Price Reduction for Failure to Meet Requirements.

Note: Price reduction will remain in effect indefinitely until this requirement is met.

G. UNIFORMS: Guides shall be in proper uniform as identified in statement of work throughout their tour of duty. Uniforms shall be clean and in good repair at all times.

1. Performance Standards and Measures for services in C.2 (G).

a. COR observations.

b. Feedback from other Reclamation employees or public.

2. Negative observations and/or feedback will be reflected in the Contractor Performance rating.

H. TRAINING: Guides shall receive training by the Contractor to include tour information outline, trailing experienced tour guides, first aid and CPR, and security and emergency procedures. Training shall be conducted on an annual basis and upon new hire.

1. Performance Standards and Measures for services in C.2 (H).

a. Proof of attendance of training through sign in sheets or certification cards. Proof of attendance shall be available to the COR upon request.

I. SECURITY PROCEDURES: Guides shall not discuss with the public details of the security procedures of Glen Canyon Dam. Also, guides shall not violate the security procedures established for Glen Canyon Dam.

1. Performance Standards and Measures for services in C.2 (I).

a. COR observations.

b. Comments from Reclamation employees, security guards, or public.

2. Negative observations and/or feedback will be reflected in the Contractor Performance evaluation.

J. SUBMISSION OF REPORTS: A monthly status report shall be provided to the COR identifying significant issues or problems related to the contract. The Contractor shall keep a daily record of the number of tours scheduled, time each tour left, and the number of people on each tour. These reports shall be submitted to the COR at the end of each month with a summary of the month's activities.

1. Performance Standards and Measures for services in C.2 (J).

a. COR receiving reports by the 5th of each month following the reporting period.

2. Failure to meet these requirements will be reflected in the Contractor Performance evaluation.

K. SAFETY REQUIREMENTS: The Contractor shall take every precaution to ensure the safety of the visiting public by following Reclamation established procedures to ensure all operations are performed in a safe manner. The Contractor will be given specific instructions on the proper response to be taken during emergencies which may occur while conducting tours.

1. Performance Standards and Measures for services in C.2 (K).

a. COR random observations.

b. Employee, security guards, or visitor feedback.

2. Any guide violating a safety infraction shall be provided additional training by the Contractor. Proof of this training shall be supplied to the COR before that employee may return to work.

a. Proof of training shall be an outline of topics covered and signed by both the Contractor lead and the guide who received the training.

image1.wmf