RFI Draft PWS.docx

WOUNDED WARRIOR

CALL CENTER OUTREACH AND SUPPORT

PERFORMANCE WORK STATEMENT

1. INTRODUCTION

This non-personal services contract provides outreach and resource support to the United States Marine Corps Recovery Care Program (RCP) and is a vehicle the Wounded Warrior Regiment (WWR) will use to meet its mission. This contract is a follow-on for the RCP’s Sergeant Merlin German, Wounded Warrior Call Center (WWCC), that provides assistance services for wounded, ill, and injured (WII) Marines, Naval personnel attached to Marine units, and their family members, throughout all phases of the recovery process and the transition to veteran status. The WWCC supports the WWR core mission with expert execution of a comprehensive outreach and assistance program for WII Marines through central operations at Quantico, VA, and satellite operations on each coast. Support and assistance includes, but is not limited to, case management and coordination with adjacent government agencies (e.g., Department of the Navy, Veteran’s Administration, Medical Boards, etc.); liaison with non-profit organizations and vocational rehabilitation concerns; and daily outreach and communication with political and social alliances. Integral to the execution of this function is the vital outreach and support role executed through the WWCC located in Quantico, VA and the Wounded Warrior Battalion satellite Contact Centers located at Camp Lejeune, NC and Camp Pendleton, CA

2. WWR MISSION

Wounded Warrior Regiment provides leadership and enables non-medical care to combat and non-combat Wounded, Ill, and Injured (WII) Marines, Sailors attached to Marine units, and their family members in order to maximize their recovery as they return to duty or transition to civilian life.

3. BACKGROUND

The WWR’s RCP is supported by the WWCC. The WWCC is the primary source of contact for WII Marines and their family members to request and obtain appropriate assistance from the Marine Corps’ WWR. This assistance includes case management, advocacy, resource identification, referral, information distribution, and care coordination services. The WWCC provides a wide range of services via phone calls, emails, text messages, and social media. WWCC communicates with WII Marines to ensure the appropriate delivery of resources, benefits, and WWR support received by WII. The WWCC’s target population includes all active duty, separated, and retired WII Marines, Naval personnel attached to Marine Corps units, and their family members. Support services are provided by WWCC’s Customer Care Representatives (CCR), Non-Medical Case Managers (NMCM), and Field Service Representatives (FSR).

4. SCOPE

The objective of this Performance Work Statement (PWS) is to provide the target population, both active duty and veteran, of approximately 35,000 WII Marines, Naval personnel attached to Marine units, and their family members a centralized outreach and resource call center to assist with the recovery process and the transition to veteran status through successful execution of the PWS Tasks. The target population is subject to change, and may increase during times of war or crises, such as national emergencies.

5. GENERAL REQUIREMENTS

The Contractor should possess in-depth knowledge and expertise related to the target population supported by this effort. Knowledge of industry best practices in customer service, contact center operations, and prescribed rules of conduct concerning privacy and confidentiality of information to provide a fully integrated, support solution is critical to successful execution of the PWS tasks. The Contractor is responsible for continuous quality improvements in response to program changes and new service offerings.

5.1 Outreach Requirements

While the WWCC and Contact Centers receive incoming phone calls, conducting telephone calls, text messages, and emails are the primary means of supporting the target population. The following outreach intervals for current injury classification/severity are required:

Current Injury Classification Outreach Requirements

Note: current injury classification/severity may not be the same as initial classification/severity. Frequency of contact may increase in relation to the service member’s need.

5.2 Required support services are provided by:

5.2.1 Call Center Representative

Call Center Representatives (CCRs) answer incoming calls, conduct outreach calls, conduct interviews with Marines and/or family members, as well as provide an assessment of the individual’s support needs. Based upon this assessment, the CCR will provide information and guidance toward applicable resources, benefits, and entitlements that will assist with their individual needs. The CCR will serve as a liaison between the Marine and the entity providing resource support to ensure positive contact is established and pertinent information is relayed to focus efforts and address the Marine’s needs. Equally important, the CCR shall fully capture the essence of the WII Marines’ concerns/issues and properly document the information in the Marine Corps Wounded Ill and Injured Tracking System (MCWIITS). WWCC CCRs will typically work in shifts supporting 24-hour operations with manning dictated by anticipated incoming call volume and availability of target population for outreach. Contact Center CCRs will typically work an 8-hour shift.

5.2.2 Non-Medical Case Management

Non-Medical Case Managers (NMCM) provide extended support and outreach calls of non-complex, non-medical case management in situations where issues or concerns of the Marine and their family cannot be adequately resolved during the course of the initial phone call. NMCMs work cases until all issues have been resolved before transferring them back to the WWCC or Contact Centers CCR for continued outreach and support. The required number of NMCMs and their case load will vary based upon the needs of the target population. Approximately three percent (3%) or 1,000 of the overall WWR supported personnel require NMCM support (1,000 cases / 35,000 WWR population = 3%). NMCMs are located at the WWCC and at both satellite Contact Centers. Each NMCM will have a telephone number separate from the main call center number to manage cases requiring more than one or two calls. Additionally, cases supported by a Recovery Care Coordinator (RCC) while the Recovering Service Member (RSM) was on active duty may be assigned a NMCM for 90-day post End of Active Service (EAS) support. NMCMs will utilize MCWIITS to document the WII Marine’s concerns and issues.

5.2.3 Field Service Representative

Field Service Representatives (FSRs) provide complex non-medical case management and extended support to the target population. FSRs serve as facilitators and coordinators connecting transitioning WII Marines to federal, state, and local support and transition resources. FSRs serve as liaisons for WII Marines and their families with Veterans Administration Transition Case Management teams to coordinate veteran medical care and will advocate on their behalf with representatives from various medical facilities. FSRs will engage Veteran Affairs Transition Patient Advocates to help coordinate Veteran medical care and benefits. FSRs will disseminate information on: family and caregiver support services (i.e., respite care, scholarship opportunities, counseling support), and information on education and employment resources to assist transitioning WII Marines in their local communities (i.e., resume development, interview skills, network/employment opportunities, and application completion). FSRs are geographically dispersed in order to mitigate complex open and unresolved cases throughout the continental United States.

5.3 Targeted Outreach Capability

The Contractor will integrate all platforms/databases that consolidate available resources, specific to the Marine being contacted, and in the location that they have designated during the course of the initial phone call. WWCC representatives will access information from the MCWIITS prior to and during each call. This information would include the Marine’s current address, phone number, email, interest inventory items, support needs, goals, and available resources specific to the Marine’s needs. The intent is to make this information available to the RSMs in the most efficient manner and would prevent possible violations of PII or HIPAA policies. Access and training for the targeted outreach tool will be provided by the government supporting the need for the database to be accessed by the WWCC representatives. The end state will be information that will include potential resources and feedback specific to each WII service member and their family members.

5.4 Performance Metrics

The Contractor will establish, track, capture and provide performance metrics associated with call handling, intakes, referrals, and other aspects of performance for reporting to higher headquarters, outside agencies, private activities, and Congressional oversight panels. This information will be provided in the form of recurring monthly status reports, as well as in response to ad hoc inquiries.

The Contractor will develop a formal methodology for conducting surveys of the target population and ensuring the validity of the results through sound analytical practices. The Contractor must maintain ninety-eight percent (98%) accuracy of all call log references and ninety-eight per cent (98%) of responses to customer satisfaction surveys rating the service received as satisfactory or better.

6. PERFORMANCE TASKS

The Contractor will be responsible for its overall responsiveness, cost control, quality of work, management of contractor team’s effort, and the accomplishment of overall program objectives. The Contractor will furnish everything needed to achieve the PWS objectives, unless otherwise stated as Government provided. The current versions of the Microsoft Office suite, Internet Explorer, ActivClient and Adobe Acrobat Pro must be available to all employees under this contract.

To fulfill the WWR’s mission for the target population, the following is required:

6.1 Task 1

Quantico Call Center Support The Contractor will acquire and maintain suitable facilities and infrastructure, such as workspace, equipment (e.g. computers, printers, computer peripheral devices, etc.), supplies, software, commercial internet, furniture, phones, company-provided email address, and training, as well as program management and staff to support central execution of program requirements, supervisory functions, and interface with Government staff. All information technology, peripheral, systems, equipment, and associated support infrastructure shall be identified and maintained in a state of operational readiness throughout the period of performance.

6.1.1 The Contractor will provide a fully operational Call Center located within 10 miles of Marine Corps Base (MCB) Quantico, VA operating 24/7/365 with the following capabilities:

(a) A single toll-free phone system capable of:

· multiple and simultaneous incoming and outgoing phone calls without delay or hold;

· a call management system;

· a call recording capability and ability to record other pertinent data, such as phone call duration and recording;

· a back-up phone system to support the primary system to ensure no lapse in service; and

· will not include automated call answering and routing

(b) A conference room with audio/visual and internet capability to support up to fifty (50) occupants and three workspaces to support WWR staff surge capability.

6.1.2 Social Media Requirements

The Contractor will monitor social media sites and the WWR mobile application 24/7 to ensure all critical support needs of the recovering Service members (RSM) are sufficiently met. Responses to requests for assistance on applications or SM sites must be made within sixty (60) minutes. Social Media requirements are listed in the below table:

Social Media Requirements

6.1.3 The Contractor will maintain, and enhance as directed by the Government, Government provided mobile applications that provide news, images, video, and resources to support WII Marines and their families. The Contractor will monitor the WWR mobile application for possible leads or emerging requirements needing immediate response for the RSM. This application will operate on Apple and Android platforms.

Mobile application requirements are listed in the below table:

Mobile Application Update Requirements

*All application platforms must be updated in accordance with current provider systems and device upgrades.

6.1.4 The Contractor will provide CCRs 24/7/365 to receive all incoming telephone calls, conduct outreach telephone calls, text messaging, social media support and e-mail communication, and overall monitoring and response to comments and inquiries.

6.1.5 The Contractor will provide NMCMs for financial, administrative, personal, and transitional support and assistance of non- complex cases, as well as for other issues that may arise during care, recovery, or community reintegration. NMCMs will also provide 90 day post EAS support to include individuals assigned an RCC while on active duty or are determined by the Government to require additional transition support. The NMCM will fully capture the concerns/issues of the WII Marine and properly document this information in MCWIITS.

6.1.6 The Contractor will provide on-site and distance Information Technology (IT) support of Government-owned information systems and will liaison with WWR IT/S-6. IT support must ensure the staff can access the required Government-owned systems at all times with the exception of system outages. The Contractor will collaborate with Government IT staff to obtain outage information and develop solutions. IT support will properly configure and setup Information Assurance (IA) enabled devices in accordance with the Security Technical Implementation Guides (STIGS) or other government provided documentation to ensure continuous support and functionality for mandatory applications such as MCWIITS and the WWR SharePoint Site Collection.

6.1.7 The Contractor will maintain a subscription to a contact information search tool subject to approval by the COR to research specific Marine and Veteran contact information (phone, email, address).

6.2 Task 2

Camp Lejeune, NC Satellite Contact Center Support

6.2.1 The Contractor will provide staff for the satellite Contact Center in Camp Lejeune, NC, operating Monday through Friday from 0800 to 1630 ET with the following capability:

(a) Rollover capability during non-working hours of incoming calls to the Quantico Call Center.

6.2.2 The Contractor will provide CCRs to receive all incoming telephone calls, conduct outreach telephone calls and e-mail communication, and provide information to the target population, as well as to those participating in the Disability Evaluation System (DES).

6.2.3 The Contractor will provide NMCMs for financial, administrative, personal, and transitional support and assistance of non- complex cases, as well as for other issues that may arise during care, recovery, or community reintegration. NMCMs will also provide 90 day post EAS support to individuals assigned an RCC while on active duty or are determined by the Government to require additional transition support. The NMCM will fully capture the concerns/issues of the WII Marine and properly document this information in MCWIITS.

6.3 Task 3

Camp Pendleton, CA Satellite Contact Center Support

6.3.1 The Contractor will provide staff for the satellite Contact Center in Camp Pendleton, CA, operating Monday through Friday from 0800 to 1630 PT with the following capability:

(a) Rollover capability during non-working hours of incoming calls to the Quantico Call Center.

6.3.2 The Contractor will provide CCRs to receive all incoming telephone calls, conduct outreach telephone calls and e-mail communication, and provide information to the target population, as well as to those participating in the Disability Evaluation System (DES);

6.3.3 The Contractor will provide NMCMs for financial, administrative, personal, and transitional support and assistance of non- complex cases, as well as for other issues that may arise during care, recovery, or community reintegration. NMCMs will also provide 90 day post EAS support to individuals assigned an RCC while on active duty or are determined by the Government to require additional transition support. The NMCM will fully capture the concerns/issues of the WII Marine and properly document this information in MCWIITS;

6.4 Task 4

Field Services

6.4.1 The Contractor will provide Field Service Representatives (FSRs) at the five (5) locations listed below to support members of the target population with complex, non-medical case management who require extended support needs. FSRs are geographically dispersed throughout the continental United States in order to mitigate complex open and unresolved cases. The FSR average caseload is 25 individuals.

Note: FSR locations are subject to change based upon WWR needs.

6.4.2 The Contractor will ensure the FSR has immediate and rapid travel capability to conduct face-to-face interviews and other support in their area of responsibility as necessary. Travel will also include Semi-Annual Training, conducted in conjunction with the District Injured Support Coordinators (DISC). Total FSR travel may be up to 30% of the time.

6.4.3 The Contractor will provide equipment, furniture, materials, supplies, and other effects as required for all FSRs in the performance of this effort.

6.4.4 The Contractor will train and ensure operational readiness for all additional, newly hired FSRs within sixty (60) days.

6.5 Task 5

Program Management Program management is responsible for implementing, executing, and ensuring the overall program structure meets the requirements of this PWS.

6.5.1 The Contractor will provide a solely dedicated Program Manager (PM) responsible for all operations; staffing and training; support; and quality aspects of the program strategy. The PM will coordinate task activities to ensure successful completion of all PWS tasks, at all locations. The PM will serve as the primary interface with the Contracting Officer’s Representative (COR) responsible for this effort. PM support includes, but is not limited to:

(c) Recommend and assist with overall coordination of support to the target populations;

(d) Assist with drafting, updating, and maintaining Standard Operating Procedures (SOPs);

(e)Coordinate the delivery of all deliverables;

(f) Provide recurring weekly and monthly status reports of performance metrics;

(g) Provide written requests for reimbursement for in-scope costs such as printing, unforeseen technical costs and other related expensed to the COR in advance of purchase.

6.5.2 The PM will be available to the WWR staff during core hours of operation from 0900 to 1500 ET, Monday thru Friday, except for all Federal holidays.

7. DELIVERABLES

· Monthly Status Report

· Quarterly Report

· Monthly Demographics Slide

· Survey Tool

· Performance Metrics Report

· Standard Operating Procedures SOP

· Inclement Weather/Emergency Plan

· Quality Assurance Surveillance Program QASP

· Transition In

· Transition Out

· Non-Disclosure Agreement

· Visitor Access Letter

7.1 Format and Content

Deliverables will be in the form of reports and presentation packages, such as PowerPoint slides, computations with backup information, and visual aids. At a minimum, reports shall contain information in sufficient detail to ensure that a professionally qualified third party can follow the logic of the report. All data, analysis, recommendations, and other report content shall be similar in format to allow direct comparison among identified problems and solutions. Incorporate all government review comments, if any, into the final deliverable.

7.2 Deliverable Media

Provide deliverables via hard copy, Compact Disk (CD), Digital Versatile Disc (DVD) or other media device as determined and directed by the COR. Deliverables shall be non-password protected documents, and the Government shall have full access and usage rights.

7.3 Deliverables Requiring Government Review and Approval

The Government will have 10 business days to review and respond to the Contractor in writing as to the acceptance of each deliverable. The Government will provide a written description of all deficiencies and discrepancies discovered during the review to the Contractor. The Contractor shall submit corrected deliverables within five (5) business days at no additional cost to the Government.

Specific responsibilities between the Government and Contractor, as well as a final schedule of task activities and deliverables shall be coordinated within five (5) business days of contract order award, reviewed monthly, and modified only through bilateral agreement.

7.4 Commitment to Quality

The Contractor must be able to demonstrate a commitment to quality by establishing internal practices and procedures to ensure program quality through ongoing evaluation, self-correction, and innovation.

7.5 Plans and Procedures

SOPs must be consistent quality of service delivery throughout the program. The Contractor shall adhere to the SOPs provided within the contract proposal submission. The Contractor shall update the SOPs with lessons learned and new efficient processes. All updates shall be routed to the COR for review and comment prior to implementing the change(s) in the SOPs.

7.6 Monthly Status Report

The Contractor shall submit a MSR to the COR no later than the tenth (10th) calendar day of the following month for the work accomplished during the entirety of the preceding month. In the event the due date is a holiday or a weekend, it is due on the subsequent business day. . The Government will provide specific MSR template and format.

8. STAFFING

The Contractor must ensure the contractually required level of support for this requirement is maintained at all scheduled times. The Contractor must ensure that all contract support personnel are present for assigned work hours and duties. The Contractor must provide a fully qualified replacement for any employee that will be absent.

8.1 Critical Personnel

The following positions are identified as critical personnel. The Contractor agrees to assign to this contract those persons identified as personal whose resumes were submitted with its proposal and who are necessary to fulfill the requirements of the PWS. The Contractor must ensure the below positions are filled for the entire period of performance of this effort.

8.1.1 Program Manager

The Program Manager must have the requisite experience and knowledge to:

· Provide strong managerial, leadership, and communication skills;

· Achieve organizational objectives;

· Collaborate and display positive interactions with members of the WWR and other government agencies;

· Assess, plan, implement, coordinate, monitor, and evaluate the PWS requirements;

· Coordinate team efforts to conduct comprehensive studies dealing with significant changes in workforce distribution, customer service positions, or related organizational structures;

· Develop detailed plans, goals, and objectives for the long/short range implementation and administration of a major agency program; or an appropriate combination of education and experience demonstrating knowledge and skill equivalent to that above.

The Program Manager must possess the following minimum skills, education, and experience:

· Knowledge of the mission, organizational structure, operations, and interrelationships of the WWR;

· Knowledge of WII and veteran support, to include but not limited to; non-medical case management, Veterans Administration, IDES process, behavioral health support resources, TSGLI process;

· Knowledge of Marine Corps culture; Sustained successful performance in positions of increased responsibility;

· Master’s Degree combined with ten (10 years working with the federal Government OR Bachelor’s Degree combined with 10 years personnel and program management experience related to the Department of Defense Wounded Warrior Programs; and

· Three (3) years of experience in outreach and support operations related to WII and veterans.

8.1.2 Non-Medical Case Manager (NMCM)

The NMCM must possess the following minimum skills, education, and experience:

· Counseling experience or similar work in civilian community service settings;

· Strong interpersonal communication skill set including negotiating skills;

· Excellent oral and written communication skills;

· Knowledge of Marine Corps culture;

· Understand the significance of the cultural bond and Marine ethos needed when dealing with Marines; and

· Bachelor’s Degree combined with 5 years’ of experience working with the federal government or field involving non-medical case management OR High School Diploma combined with at least 3 years’ experience associated with non-medical case management or related field identifying needs and paring with resources and providing guidance to service members.

8.1.3 Customer Care Representative (CCR)

The CCR must possess the following minimum skills, education, and experience:

· Strong interpersonal communication skills and excellent oral and written communication skills;

· Demonstrates knowledge of Marine Corps culture;

· Understand the significance of the cultural bond and Marine ethos needed when dealing with Marines;

· Knowledge and understanding of a wide range of requirements relative to resource allocation and benefits delivery;

· High School Degree; and

· One (1) year of experience in call center operations or similar field.

8.1.4 Field Service Representative (FSR)

The FSR must possess the following minimum skills, education, and experience:

· Strong interpersonal communication skill set, including negotiating skills, and excellent oral and written communication skills;

· Ability to work independently and remote from direct program management support or supervision;

· Familiarity with Veterans Administration benefits, medical care coordination, as well as, Disability Retirement List (temporary/permanent), and various separations from military service;

· Demonstrates in depth knowledge of Marine Corps culture.

· Bachelor’s Degree OR minimum of 5 years’ experience associated with helping, supervising, and providing guidance to service members;

· Five (5) years’ experience working with the federal government;

· Three (3) years’ experience in non-medical case management/resource allocation.

8.1.5 Information Technology Specialist (IT Specialist)

The IT Specialist must possess the following minimum skills, education, and experience:

· Trained and certified as an Information Assurance Technical (IAT) Level II technician per DODD 8140.01. DODD 8140.01 listed certifications must be maintained the entire period of performance;

· High School Degree;

· Five (5) years’ experience working within the Department of Defense computing environment; and

· Knowledge and understanding of a wide variety of technologies ranging from helpdesk support to system integration, such as:

· Oracle-based, Web-enabled applications

· Knowledge of VOIP equipment and concepts

· Microsoft SharePoint 2010/2013

· PKI/PKE Authentication configuration

· Remote system administration using Citrix and Remote Desktop Services

· Database interfaces within, and outside, system accreditation boundaries

8.2 Substitution of Critical Personnel

The Contractor agrees that during the first 120 days of the contract performance period, no critical personnel substitutions will be made by the Contractor unless substitutions are necessitated by an individual's sudden illness, death, or termination of employment. In any of these events, the Contractor shall promptly notify the Contracting Officer and the COR in writing, and provide the information required in 8.2.1, below. After the initial 120 day period, all proposed substitutions of critical personnel must be submitted in writing to the Contracting Officer and COR with the information required in 8.2.1 at least 15 days in advance of the proposed substitutions

8.2.1 Request for Substitution

All requests for substitutions must provide a detailed explanation of the circumstances necessitating the proposed substitutions; a complete resume (if applicable) for the proposed substitute, and any other information requested by the Contracting Officer. All proposed critical personnel substitutions must have qualifications equal to or higher than the qualifications stated in the PWS. The Contracting Officer or the COR will evaluate such requests and promptly notify the Contractor of approval or disapproval thereof.

8.3 Unsatisfactory Performance

The Contractor will take appropriate corrective action within ten (10) business days of formal notification from the COR to correct the problem. In the event the problem remains unresolved in excess of ten (10) working days, the Contracting Officer will be notified by the COR so that appropriate action is taken, to include employee removal from current contract if warranted. The PM shall ensure that all Government owned property is returned to the COR should a contractor employee be removed.

9. TRANSITION PERIOD

9.1 Transition-In

The incumbent Contractor shall ensure minimum service disruption to vital Government business and no service degradation during and after transition. Prior to the end of the existing contract period, the incoming Contractor, in coordination with the Government and the incumbent contractor, shall provide phase-in support for up to thirty (30) days. The Contractor will complete all transition-in activities in accordance with its submitted plan, within thirty (30) calendar days after contract award.

9.2 Transition-Out

The Contractor will take all actions necessary to ensure a smooth transition of PWS requirements at the end of the contract. The Contractor will provide a Transition-Out Plan describing the method to facilitate and accomplish a seamless transition for transferring responsibility from the incumbent contractor to the subsequent incoming contractor prior to the expiration of this contract. The Contractor shall provide a Transition-Out Plan to the COR no later than ninety (90) calendar days prior to contract expiration. The Contractor shall establish and maintain effective communication with the incoming contractor and Government personnel for the period of the transition via weekly status meetings.

The Transition-Out Plan should include, at a minimum:

· Points of contact;

· Project management processes;

· Location of technical and project management documentation;

· Status of ongoing technical initiatives;

· Appropriate contractor–to-contractor coordination to ensure a seamless transition, transition of key personnel, schedules and milestones, actions required of the Government, and any other item identified by the COR;

· Confirmation that all Government furnished Items have been returned to the appropriate government program personnel ;

· Affirmation not to discuss, disclose, release, reproduce or otherwise provide or make available any such Items, or any portion thereof, after completion of this effort/contract/PWS; and

· Report all violations of this agreement or the unauthorized use, disclosure, release, or reproduction of any Items within five (5) business days to the Contracting Officer and the COR. .

10. SECURITY REQUIREMENTS

Contractor personnel will be required in the course of their duties to access the Marine Corps Enterprise Network (MCEN) and sensitive data using Common Access Cards (CAC). The US Government will initiate up to ten (10) investigations.

(a) To obtain DoD CACs and privileged access to required systems, contract personnel are required to have a favorable T-3, T-3R or NACLC adjudication. Personnel with unfavorable adjudications are not eligible to perform work on this contract. If contractor personnel do not have current adjudication of T-3, T-3R or NACLC, then, prior to commencement of work on this contract, all contractor personnel, at a minimum, must have an initiated Electronic Personnel Security Questionnaire (EPSQ SF86). The EPSQ SF86 must be reflected within the DoD Personnel Security System (currently Joint Personnel Access System (JPAS)) to perform work on this contract and to access Government systems in support of WWR.

(b) The Contractor shall coordinate with the local site or activity as to procedures and issuance of the CAC. The Contractor shall provide necessary Information Assurance certificates from MarineNet (CYBERC) and coordinate with WWR IT to complete a System Authorization Access Request (SAAR) form to obtain a .mil e-mail address. MCEN e-mail can be accessed on a MCEN workstation or on a Contractor workstation with a CAC reader. The account will be the primary contact for e-mail communications regarding WII. It will be accessed at least once per every 30 day period.

(c) Contractor personnel must meet specific requirements in order to be granted these privileges and maintain these credentials. Compliance with all USMC regulations pertaining to network activities is mandatory. Failure to comply with security requirements will result in revocation of access privileges and personnel removal from work under this contract. FIPS PUB 201 is available at: http://csrc.nist.gov/publications/fips/fips201-1/FIPS- 201-1-chng1.pdf. The Office of Management and Budget (OMB) associated guidance, M-05-24 can be found at: http://www.whitehouse.gov/sites/default/files/omb/memoranda/fy2005/m05-24.pdf

(d) While employed on this contract, the US Government will facilitate routine re-investigations as they come due in accordance with applicable Defense Security Service directives.

10.1 Information Security

Although not authorized access to classified information, contractor personnel may occasionally need to have knowledge of confidential or sensitive information, such as information about unit movements. The Contractor shall comply with SECNAVINST 5510.36A per the provisions of the Headquarters Marine Corps Information and Personnel SOP. The Contractor shall ensure all personnel are aware of their responsibility to safeguard sensitive and privileged information.

10.2 Sensitive Data

Contractor personnel may, in the course of their duties on this contract, handle or have access to sensitive data covered under the Privacy Act and Health Insurance Portability and Accountability Act (HIPAA). Contractor personnel must complete HIPAA and Privacy Act training through Joint Knowedge Online and MarineNet. WWCC contractor employees are subject to Section 552 of Title 5, United States Code (commonly referred to as the “Privacy Act of 1974”) and Department of Defense Directive 5400.11, “DoD Privacy Program,” May 8, 2007.

10.3 Visit Authorization Letter

All contractor personnel are required to be annotated on a Visit Authorization Letter submitted to the WWR Security Coordinator (10) days upon award. The Contractor will update the letter upon hiring of or termination of contract staff, and provide a copy to the WWR Security Coordinator.

10.4 Domestic Abuse and Sexual Assault

Call Center and Contact Center employees will not receive domestic abuse or sexual assault “restricted reports”. If the caller requests restricted reporting pursuant to domestic abuse or sexual assault, Call Center employees shall refer the caller to his/her unit’s Victim Advocates and/or Sexual Assault Response Coordinator (SARC) or appropriate civilian agency.

10.5 Requirements for Mandatory Reporting

The Privacy Act does not prohibit disclosure of life threatening or high-risk situations. All contractor personnel are required to report knowledge of such situations, including but not limited to child abuse or spouse abuse in which there is physical injury or threats of bodily harm, impairment due to drugs or alcohol by active duty personnel, suicidal ideations or threats, homicide threats, and sexual assault.

10.6 All contractor personnel must comply with WWR training requirements as prescribed in the most current version of the WWR the Training and Education Plan.

10.7 Confidentiality

All contractor personnel shall safeguard personal RSM information in accordance with the Privacy Act of 1974. Records containing personal information must include a Privacy Act statement signed by the client. Only disclose personal information, not specifically authorized by the client, via a signed release of information, after approval by the Base Adjutant or Staff Judge Advocate. Improper disclosure of sensitive or private information in violation of the DON Privacy Act Program (SECNAVINST 5211.5D) or the Nuclear Weapons Personnel Reliability Program (OPNAVINST 5510.162) may subject the Contractor or its personnel to criminal liability. Due to the type of personal information contractor personnel will have access to, all contractor personnel must sign a non-disclosure of information agreement and comply with all HIPAA security requirements. Non-disclosure agreements (SF-312) for each employee working under this contract must be submitted to the COR within fifteen (15) days of contract award and within fifteen (15) days of any new employee beginning work under this contract.

12. ALLOCATION OF INTELLECTUAL PROPERTY, AND USE OF DATA, INFORMATION AND MATERIALS

13. TRAVEL

The PM may be required to travel to Camp Lejeune and Camp Pendleton at least once annually for the purpose of site inspection. In the event of travel, the Contractor is responsible for implementing a travel management plan that ensures adherence to federal government procedures and suitable contractor internal controls to prevent unauthorized cost incurrence. The Contractor will adhere to FAR 31.205-46 for all travel requirements under this contract.

13.1 Local Travel

The Joint Travel Regulations define local travel as travel within a fifty (50) mile radius of the Government location for which services are being provided. The Government will not reimburse the Contractor for local travel for attendance at training, meetings, and other requirements within the 50 mile radius.

13.2 Non-Local Travel

Non-local travel is defined as travel outside of a 50-mile radius of the Government location for which services are being provided. Non-local travel will be required in performance of this contract, and identified in advance by, or to, the COR, when and if necessary.

13.3 Contractor Request and Approval

All non-local travel under the contract must be specifically requested in writing (e-mail will suffice) by the Contractor and approved by the COR, prior to incurring any travel expense. The Contractor shall submit the written request to the COR five (5) business days in advance. The travel request shall include as a minimum, the following:

· Contract number;

· Date, time, and place of proposed travel;

· Purpose of travel and how it relates to the contract;

· Contractor’s estimated cost of travel with a breakdown of the estimated costs of transportation, lodgings, meals, and incidentals; and

· Name(s) of individual(s) traveling.

The COR will review and approve or disapprove, as appropriate, all travel requests submitted giving written notice of such approval or disapproval to the Contractor. Costs incurred without authorization will Not be reimbursed.

13.4 Travel Reimbursement

Travel will be paid on a cost-reimbursement basis for actual costs incurred. Travel reimbursement is limited to travel during performance of the contract. Travel reimbursement does not include relocation expenses for Contractor employees prior to their start of performance on this contract.

The contract includes a not-to-exceed funding limitation for travel costs. When the Contractor expects total funding expended for reimbursable travel to reach 85 percent of the total funds available on the travel CLIN, the Contractor will notify the Contracting Officer and the COR. The notice will state the estimated amount of additional funds required to continue performance for the period specified in the contract. The Contractor will not exceed or incur costs that exceed the amount of funding stated on the reimbursable travel CLIN. The Government is not obligated to reimburse the Contractor for otherwise reimbursable travel in excess of the funded amount state on the reimbursable travel CLIN.

The Contractor is not obligated to continue performance of any reimbursable work under this contract or otherwise incur costs for reimbursable travel in excess of the funded amount stated in the reimbursable travel CLIN unless the Contracting Officer notifies the Contractor in writing that the funded amount stated under the reimbursable travel CLIN has been increased.

14. PLACE OF PERFORMANCE / HOURS OF OPERATION

The PM shall be available to the WWR staff during core hours of operation from 0900 to 1500 local time, Monday thru Friday except for Federal holidays.

The Contractor will provide staff during the operational hours identified in the above table. The Call Center in Quantico, VA will maintain operational hours at all times, to include all holidays. Contractor personnel may not have access to Federal workspace or the COR on the following Federal holidays, and any day deemed to be a holiday by the President of the U.S.:

· New Year’s Day

· Birthday of Martin Luther King, Jr

· Washington’s Birthday

· Memorial Day

· Independence Day

· Labor Day

· Columbus Day

· Veterans Day

· Thanksgiving Day

· Christmas Day

In the event that MCB Camp Lejeune or Camp Pendleton are closed due to severe weather or other reasons, Contact Center Staff will not have access to Federal workspaces during those periods. The Contractor may execute its inclement weather plan in accordance with their SOP, upon approval by the COR.

While the Call Center is to be staffed and operational 24/7/365, the Government realizes the need to ensure the safety of contract personnel. The contractor will follow its continuity of operations plan that is included in the SOP. The initiation of this plan must be approved by the COR during such events.

15. NON-PERSONAL SERVICE STATEMENT

Contractor management personnel will be responsible for the control, direction and supervision at all times of contractor employees performing services under this contract. The contractor’s management personnel shall ensure employees properly comply with the performance standards outlined in the PWS. Employee actions may not be interpreted or implemented in any manner that results in any contractor employee creating or modifying Federal Policy, obligation of appropriated funds of the U.S. Government, overseeing the work of Federal employees or other violations set forth as prohibitions in Subparts 7.5 and 37.1 of the Federal Acquisition Regulation (FAR).

16. CONTRACTING OFFICER’S REPRESSENTATIVE (COR)

The WWR will designate a COR who represents the Contracting Officer by having oversight of all contract tasks, to include technical oversight of performance, deliverable acceptance, invoice certification, and coordination of follow-on work efforts. The COR is not empowered to award, agree to, sign, or modify any contract, including delivery orders, or in any way to obligate the payment of money by the Government. The COR may not take any action which may affect contract or delivery order schedules, funds, or scope. The Contracting Officer must make all contractual agreements, commitments, or modifications involving price, quantity, quality, delivery schedules, labor mix, or other terms and conditions of the contract. The COR shall not disclose source selection or proprietary information, provide any budgetary information to the Contractor, authorize personal services, or interfere with the Contractor’s personnel practices or organized labor. The Marine Corps Installations Command National Capital Region – Regional Contracting Office (MCINCR-RCO) Contracting Officer will interface with Prime Contractor representatives for payment, administration, and all contractual issues.

17. GOVERNMENT PROVIDED RESOURCES

All Government-owned software in support of this effort will be provided and requires conditional approval from the proper authority for access to Information Technology systems. The government will provide updates to system requirements to the Contractor.

18. AUTHORIZED CHANGES ONLY BY THE CONTRACTING OFFICER

Except as…