Draft PWS - DSO Sustainment Support RFI-25-4012.pdf

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Document Services Online (DSO) Sustainment and Integration Support

2.1 OVERVIEW

The Defense Logistics Agency (DLA) J62KA Document and Automation Management Services Program Application support branch supports DLA J67 Document Services. As part of the strategic vision of DLA Document Services, they have implemented a strategic centralized platform for servicing the warfighter during the transition from print-based communication to digital-based communication. DLA Document Services refers to this centralized strategic platform as DSO (Document Services Online).

DLA Document Services has been strategically reducing its print-focused communication and growing its digital-focused communication for decades. The acceleration of this transformation has pushed the DSO platform further and further into the digital communication space while gracefully supporting the need for print communication where applicable. This gives the warfighter a platform that can support the legacy print requirements, the transition, and the future which is moving towards full secure digital access for the right communication, at the right time, for the right person, conveniently available 24/7.

The DSO application enables both print and digital communication services to be provided through a secure online ordering web application offering web-to-print services and providing a portal for submission to outside commercial print partners to provide best value to the DLA Document Services customers.

The DSO application is the J62KA web tool used to support the J67 mission. DoD Instruction

5330.03 establishes DLA J67 Document Services as the preferred provider for data and document automation services to the DoD.

2.1.1 TECHNICAL SOLUTION

The DSO platform is based on a commercial off-the-shelf (COTS) product called Market Direct Storefront (MDSF), provided by the company Print ePS Software (ePS). This COTS product has been the dominate web-to-print solution in the commercial space for decades. To meet the unique requirements of DLA Document Services, MDSF has been extended via a set of custom DSO Plug- Ins to support government specific user authentication requirements, billing and funding requirements, outsourcing requirements, and accounting system integration requirements.

The strategy has been to first and foremost to utilize the COTS product to its fullest extent and only extend it via custom DSO Plug-Ins where it is absolutely required. The extension has been carefully architected, utilizing software source code access to MDSF to carefully extend the functionality while maintaining DLA Document Services on the commercial upgrade path with ePS’ strategic product roadmap. DLA Document Services needs to continue to benefit from the evolution of MDSF as a commercial product while also supporting the unique requirements of the government security landscape and funding requirements.

SECTION 2: PERFORMANCE WORK STATEMENT (PWS)

2.1.2 DSO PLUG-INS & EXTENSIONS

The commercial off-the-shelf (COTS) product Market Direct StoreFront (MDSF) has been strategically extended via the development of custom DSO Plug-Ins & Extensions utilizing software source code access provided to Web2Print Experts, Inc. by Print ePS Software.

DSO Plug-Ins & Extensions are the method by which the MDSF application, enables enhanced and unique functionality into the commercial application without breaking the core code or impacting upgrades provided by the COTS vendor Print ePS Software. A description of the seven (7) DSO Plug-Ins & Extensions developed to date are below:

Existing DSO Plug-Ins

1. Billing Module & Workflow (2012, major updates in 2014 and 2023)

2. Funding Management & Workflow (2014)

3. DOD PKI CAC Interface (2014)

4. DLA Enterprise Business Systems (EBS) Interface (2014)

5. Government Printing Office (GPO) Federal Express (FedEx) Interface (2019)

6. Qlik (2024-25)

7. Navy Forms Repository (in progress 2025)

Known Future & Potential Future DSO Plug-Ins

1. FUTURE: ICAM (2026-27)

2. FUTURE: Message Manager (2026-27)

2.1.2 Billing Module & Workflow

This module was developed to allow operators to bill print jobs in compliance with the Document Services Pricing Manual, INST 76000.1U

2.1.3 Funding Management & Workflow

is integrated into the order submission shopping cart process of Digital StoreFront and is used to capture the unique funding requirements within the DOD include Government Purchase Card and Military Interfund Purchase Request (MIPR). In addition to providing the management of the funds balances and providing receipts for customers.

2.1.4 DOD PKI CAC Interface

an additional logon method to accept the DOD PKI common access card certificates for user authentication

2.1.5 DLA Enterprise Business Systems (EBS) Interface

a windows service that creates xml transactions from the billing and funding module provides bi direction updates and status feedback to and from the DLA’s financial system of record – EBS.

2.1.6 Government Printing Office (GPO) Federal Express (FedEx) Interface external system connector that enables the submission of DSO orders to FedEx printing office for the purpose of obtaining estimate, submitting outsourced orders.

2.1.7 Qlik Business Intelligence Dashboard

an extension to DSO that requires data feeds from the COTS product and several of the DOS Plugins to accurately present operational data in a COTS Business Intelligence platform (Qlik).

2.1.8 Navy Forms Repository

An interface where the public can search and digitally download from a repository of ~10,000 Navy Forms. This DSO Plugin is currently under development.

2.1.3 IT ENVIRONMENTS

The government supports two environments: one for production and one for a staging environment.

Both reside on DOD GovCloud, an Azure cloud environment, connected through the unclassified DLA Enterprise Telecommunications network (ETN).

The stage system architecture consists of 2 Windows 2012 R2 IIS 8.0 web server, 1 Windows 2012 R2, 1- shared SQL 2012 database server, COTS application Market Direct Storefront 12.3, SmartCanvas commercial software and integration module v6.11.

The production system architecture consists of 3 Windows 2012 R2 IIS 8.0 web servers, 1 - SQL 2012 database server, 1- Windows 2012R2 file server and COTS application Market Direct StoreFront 12.3, SmartCanvas COTS and integration module v6.11.

The scale of the deployment of MDSF makes the DSO application unique. The DSO platform has processed 833,675 orders over its lifetime, with an average of 57,000 orders per year. There are 126,000 registered users with 69,995 active users (logged in within the last year). There are thirty-three (33) configured print plants accepting orders and fourteen (14) virtual storefronts. DSO has outsourced to GPO/FedEx Office 45,494 orders to date. There have been 16,310 products and 320 Print Ticket Templates configured in MDSF.

2.2 SCOPE

This Performance Work Statement (PWS) outlines overall program support requirements for the DSO application as it continues to enhance capabilities and functionality to satisfy customer needs and comply with DLA and DoD policies. In addition, the government requires maintenance support and necessary code changes and enhancements to the seven (7) DSO Plug-Ins & Extensions. The government requires the contractor’s services for one (1) 12-month base period and four (4) 12-month option periods.

The contractor shall provide sustainment and integration services, to include maintaining, and updating the existing seven (7) DSO Plug-Ins & Extensions, providing support for new MDSF releases, integrating new functionality using the MDSF application and DSO Plug-In features and auditing the existing configuration to ensure optimal performance.

This contract covers the assessment, design plan, development, integration, configuration, testing, documentation, and implementation of the deliverables outlined in this work statement. The contractor shall work with program managers, project managers, system managers, government contractors, system developers, and IA professionals at the application levels to accomplish these requirements.

Development and maintenance of DSO Plug-Ins & Extensions requires integration into the commercial product MDSF. Permission to have access to commercial software source code, MDSF, will be required. Proof of this permission from the MDSF vendor, ePS Software, is mandatory.

2.3 TASK REQUIREMENTS

The Contractor will be required to perform tasks outline in the task sections below.

TASK 1 IUS # 0004 Project Plan Development Support TASK 2 IUS # 0007 Maintain & Update Existing DSO Plug-Ins & Extensions TASK 3 IUS# 0003 Task 3: Coordinate, Sustain & Administer the overall DSO

Platform TASK 4 IUS # 0003 Task 4: Specify, Develop, Test, Deploy & Support New

Minor DSO Plug-Ins & Extensions (w/o milestone schedule) TASK 5 IUS # 0004 Task 5: Monthly 8570 Report

TASK 6 IUS # 0003 Task 6: Specify, Develop, Test, Deploy & Support New Major DSO Plug-Ins & Extensions (with milestone schedule)

TASK 7 IUS# 0003 Task 7: Documentation & Training

2.3.1 TASK 1: Project Plan Development

The Contractor shall develop a project plan to accomplish the requirements of this PWS to include the planning, direction, coordination, and control for effective and efficient accomplishment of all requirements contained in this PWS. The project plan must include a description of how the DSO application with existing capabilities will be used to meet the requirements in the PWS. Access to the MDSF source code will be required for development and maintenance of the DSO Plug-Ins, therefore contractor must provide proof of authorized access of the MDSF code. Project Plan must be delivered within two weeks from award.

The contractor shall conduct In-Process Reviews (IPRs) as needed and provide information regarding contract status. IPRs shall provide for an interchange between the Government and contractor during the execution of the task order (e.g., review of the system design, reviewing the results of functional testing, etc.).

Contract Kick-Off: The Contractor shall prepare and present an executive overview within 7 calendar days of contract start date. The executive overview will demonstrate the contractor’s plans to manage scope, schedule, and resources for the contract. The contractor shall introduce to DLA J6 management who the key personnel are and plans for sustaining and if required replacing these key personnel. The contractor shall also meet with J6 stakeholders during this time to discuss expectations and details of contract execution.

The COR has the responsibility of monitoring the progress of the work of the Contractor personnel assigned to the task. Additionally, in the absence of other agreements negotiated with respect to time provided for government review, standards and actions shall be inspected and the contractor notified of the COR’s findings within 5 workdays of normally scheduled review.

The Monthly Status Report shall include, but not be limited to:

• Contract number

• Brief task description

• A review of project plans including work accomplished during the reporting period and/or significant events

• Deliverable progress

• Problem areas

• Anticipated activity for the next reporting period

• Description of any travel or unique services provided and presentation of trip reports if travel occurred.

• Funds/labor expended and remaining

TASK 1: Deliverables

Deliverable 1: Annual Kick-Off Meeting

Deliverable 2: Monthly Status Reports

Deliverable 3: Project Plan and Schedule

Deliverable 4: IPR briefings

2.3.2 TASK 2: Maintain & Update Existing DSO Plug-Ins & Extensions

The contractor shall provide maintenance support for the seven (7) DSO Plug-Ins. Maintenance support shall include:

• Modifications to the DSO Plug-In code to comply to identified issues where application is not working as expected.

• Changes to the DSO Plug-In code due to identified cybersecurity requirements or DoD requirements such as web inspect scans, penetration tests, ACAS scans or 508 accessibility requirements.

• Updates to the DSO Plug-In – in code due to upgrades to the MDSF COTS product.

• Changes or updates to the DSO Plug-In – in code caused by new fiscal year pricing logic changes.

• Updates to the DSO Plug-In – in code caused by upgrades to IT infrastructure software such as Windows Server, Microsoft SQL or IIS.

The contractor shall provide a presentation and documentation on the how the requirements will be met through code changes, test the code changes, and provide a version release. Any changes made will become part of the baseline code.

Integration code is tied to the MDSF software product. To make enhancements such as DSO Plug-Ins, it will require access to the source code from the Print ePS Software (ePS), the OEM of the MDSF product. The contractor must supply proof to the government that they have the rights to modify change the source code of MDSF via a letter from Print ePS Software (ePS).

TASK 2: Deliverables

Deliverable 1: Challenge & Solution definitions

Deliverable 2: Release code

Deliverable 3: Proof of source code access to Print ePS Software (ePS) Market Direct StoreFront

2.3.3 TASK 3: Coordinate, Sustain & Administer the overall DSO Platform

The contractor shall provide support services that have expert knowledge of the all the Market Direct Storefront features, and expert knowledge on installation and configuration of cloud version of the MDSF application. The contractor shall provide sustainment support to the overall application to ensure performance and access is maintained at an average of 98%. Triage and troubleshooting support shall be provided during outage periods in efforts to recover to optimal operating condition. In addition, the support of COTS includes the upgrade of the commercial application to ensure the government’s MDSF version will be no more than 1 version behind the latest released version. The contractor shall provide an upgrade schedule, considering 30 days testing in stage environment prior to full operational capability in production.

The contractor shall provide support for level 3 incidents or tickets that have been received in the DLA ServiceNow or through notification from the DSO government support team. To resolve tickets and incidents the contractor will require knowledge of MDSF database tables, views and relationships and knowledge of Integration database tables, views and relationships.

The contractor will work with the DSO PM to setup a plan of action and milestone chart (POA&M) for each action under this task.

A major addition to this task is the addition of the Fulfillment Module to MDSF.

TASK 3: Deliverables

Deliverable 1: Upgrade Schedule and POA&M

Deliverable 2: Triage and troubleshooting support

2.3.4 TASK 4: Specify, Develop, Test, Deploy & Support New MINOR DSO Plug-Ins & Extensions (w/o milestone schedule)

As DLA Document Services continues to evolve from a print-centric to a digital-centric communication organization, the DSO platform is being asked to evolve with it. This requires analysis of each evolutionary step to determine how the DSO Platform needs to adapt.

The DSO platform is made up of multiple components from both the COTS product company ePS and government contractor funded Plugins & Extensions. When a challenge is presented the strategy for solutioning requires a multifaceted approach. The government needs to offer solutions that could involve one or many solution types; including but not limited to:

1. Operational Training / User Behavior / Change Management Solutions

2. Software Configuration Solutions

3. Database & Scripting Solutions

4. Software Upgrade Solutions

5. Custom Software Development Solutions

6. Combination of the Solution Types

This task covers when the adaptive solution requires a modification of functionality or an extension of functionality in the DSO platform.

This task is to cover requirements for new minor integration functionality and new features.

For each year of the contract the government will identify specific functions that are required by various sources. These sources could be new cyber security requirements, new DLA policy such as program rationalization or standardized processes, or changes from the DSO user base and program sponsor, or changes from an existing interface partner such as EBS or DAAS.

This task shall cover the evaluation of requirements of each enhancement, a proposal of how to integrate the requirement into DSO, the coding of the changes, testing of the changes and follow-on maintenance support of the change. Follow on yearly maintenance (task 2) shall incorporate these new items into the task 2 maintenance costs.

Assessing and defining both challenges and solutions that involve the DSO Platform requires tacit knowledge of the entire DSO platform, including MDSF current functionality and roadmap, DLA Document Services operations, policies, and procedures, existing DSO Plugins & Extensions, and knowledge of the user base (both customers, operators, and administrators.

Depending on what components of the solution are required, because the DSO Platform can evolve in several different ways, it requires a methodical approach to problem solving.

1. Challenges

a. Define the challenge: what is the desired outcome? Who (what users are impacted)? What systems are involved? In Agile terms, “I (user) need to do

(task) so that I can (desired solution). This gives the who? what? and why? in a concise sentence.

b. Document the challenge and get consensus from all stakeholders

2. Solutions

a. Solutioning – use tacit knowledge of the overall platform to determine possible solutions. The strategy is always to optimize the investments the government has made in COTS products, existing functionality, and existing labor pools.

b. Document the solution

c. Gain formal and get consensus from all stakeholders

d. The government requires that the contractor can execute on all six (6) types of solutions deployed against challenges that involve the DSO Platform.

e. Type 1: Operational Training / User Behavior / Change Management Solutions

i. Sometimes the best solution is to change the way people use the software vs. changing the software to fit people. These solutions require change management and training to execute behavioral changes for users interacting with the DSO Platform. This training could encompass parts of the COTS product, parts of the Plug-Ins & Extensions as well as operational expertise from the DLA Document Services field.

f. Type 2: Software Configuration Solutions

i. Create a plan

ii. Estimate LOE

iii. Create a schedule

iv. Execute against milestones

g. Type 3: Database & Scripting Solutions

i. Create a plan

ii. Estimate LOE

iii. Create a schedule

iv. Execute against milestones

h. Type 4: Software Upgrade Solutions

i. Identify the roadmap feature

ii. Create a plan for upgrade

iii. Estimate LOE for any additional changes required in the upgrade

iv. Execute against milestones

i. Type 5: Software Development Solutions

i. Write User Stories

ii. Create User Interface Designs

iii. Get LOE

iv. Plan Agile Sprint(s)

v. Write Code

vi. Test Code

vii. Deploy Code to Stage for User Acceptance Testing

viii. Fix bugs / iterate

ix. Create training and documentation of changes

x. Deploy to Production

j. Type 6: Combo Solutions

i. Often our solution is a combination of solution types, involving a little configuration, a little DB work, and some software development.

Minor DSO Plug-Ins & Extensions are solutions that require less than six (6) calendar months of overall effort to create, deploy, and support through initial utilization. An example of a minor DSO Plug-In is the extension into the Qlik Business Intelligence Dashboard COTS product. This initial solution took less than six months of effort and now is in maintenance mode (meaning incremental changes will continue forever) but the foundation is in place. It was primarily a Database and scripting solution getting Qlik access to the right data at the right time in the right format so Qlik can provide operational dashboards to DLA Document Services Management.

TASK 4: Deliverables

• Deliverable 1: Define and get consensus on the Minor Challenge

• Deliverable 2: Define and get consensus on the Minor Solution

• Deliverable 3: Create POA&M (including solution types)

• Deliverable 4: Implement Minor Solution

• Deliverable 5: Deploy the Minor Solution

2.3.5 TASK 5: Monthly 8570 Report

The contractor shall provide a monthly 8570 deliverable report to the COR that includes a list of applicable 8570 key personnel. The following information shall be provided in the report, due by the 10th calendar day of each month:

• Name

• IA Category

• IA Level

• Company

• Contract Name/Description

• COR

• Contract #

• Primary/Baseline IA Certification Held

• Date of Primary/Baseline IA Certification

• Date Primary/Baseline IA Certification Expires

• Primary CE Certification Held

• Date Primary CE Certification Received

• Primary IA Certification Status (Current or Past Due)

• Primary CE Certification Status (Current or Past Due)

8570 contractor personnel identified on this contract shall have their required DoD 8570 security and industry competency certifications prior to starting work and maintain their certifications throughout the life of this task order. The first report shall be a comprehensive report covering all 8570 personnel. The contractor is only required to report updates monthly thereafter (or report no changes). See Attachment X for the 8570 Deliverable Report template. If a certification becomes obsolete during the life of the contract, the Contractor shall be responsible for ensuring applicable personnel obtain an acceptable replacement certification prior to the IT product’s end of life.

2.3.6 TASK 6: Specify, Develop, Test, Deploy & Support New MAJOR DSO Plug-Ins & Extensions (with milestone schedule)

A major DSO Plug-In & Extension is a solution that takes more than six (6) months of overall effort. These solutions are complex, multi-faceted, and typically require collaboration between many stakeholders to both define and deploy.

The major DSO Plug-In & Extensions will follow the same process as the minor Plug-Ins & Extensions with a significant increase in scope and calendar time. See TASK 4 for reference.

An example of this is the upcoming (2025-26) new ICAM project which will alter how all users authenticate and receive permissions on the platform. Another example is major changes to the Billing Module Plug-In that were made in 2023. As the DSO Plug-Ins & Extensions age, major changes will be required to mitigate technical debt, improve security stature, and update to match the overall infrastructure of DLA.

TASK 6: Deliverables

Deliverable 1: Define and get consensus on the Major Challenge

Deliverable 2: Define and get consensus on the Major Solution

Deliverable 3: Create POA&M (including solution types)

Deliverable 4: Implement Major Solution

Deliverable 5: Deploy the Major Solution

2.3.7 TASK 7: Documentation & Training

The DSO platform had been managed by the same PM since the COTS product was purchased in 2010. In December 2025, that PM retired and another core resource with decades of experience retired as well. The government seeks to invest in a documentation effort with a contractor who has tacit knowledge and context over the total solution. This will put the government in a position to be self-sufficient in the understanding and support of this critical platform, no matter what the tenure of the PM or other key resources.

TASK 7: Deliverables

Deliverable 1: Review overall documentation landscape

Deliverable 2: Identify prioritized list of documentation needs

Deliverable 3: Create POA&M (including solution types)

Deliverable 4: Execute

Deliverable 5: Deploy the documentation on Government approved systems

TASK 8: Deliverables

Deliverable 1: Schedule In Person Annual Kick-Off Meeting

Deliverable 2: Schedule In Personal Annual Strategic Review with DLA Operations Deliverable

3: Schedule at least 2 DLA Plant / user visits annually

2.4 Task Order Quality Assurance Surveillance Plan (QASP)

In fulfillment of this effort, the Contractor shall provide the deliverables identified in this section. All deliverables shall be submitted to the Contracting Officer’s Representative (COR) / Contracting Officer’s Technical Representative for acceptance unless otherwise directed by the Government.

Unless otherwise specified, the Government will review draft deliverables and provide comments back to the contractor or approve or disapprove the deliverable(s). The contractor will have a maximum of ten (10) working days from the day comments are received to incorporate all changes and submit the final deliverable to the Government. All the days identified are intended to be workdays unless otherwise specified.

The format for the individual deliverables will be determined through consultation between the and the contractor. The QASP identifies the methods the government will use to measure performance of the service provider against the requirements and performance standards of the PWS. The QASP consists of guidelines for performance surveillance, evaluation, reporting, deficiency notification, and adjustments.

2.5 Performance Requirements Summary

The tasks the Contractor shall perform are defined in Section 2.3. All deliverables will be submitted to the COR for acceptance unless otherwise agreed upon.

The Government will make objective and subjective assessments of the contractor’s performance to determine whether contract performance is acceptable. The contractor is expected to perform all functions in a professional manner and prepare accurate and timely documentation. Progress will normally be tracked based on the milestone event when the contractor receives a specific tasking.

Performance may vary with the complexity of the acquisition and/or technical document. It is expected that the documentation and procedures will comply with all major regulatory and process requirements and agency policies and procedures.

2.6 Method of Surveillance

The Government will ensure quality assurance and timeliness of all tasks via COR Inspections and Customer Feedback. The Government will inspect and evaluate performance of each completed task or deliverable required in the task order PWS.

2.6.1 Inspection and Acceptance Criteria

Final inspection and acceptance of all work performed, reports and other deliverables will be performed at the place of delivery by the COR. All deliverables will be inspected for content, completeness, accuracy, legibility and conformance to contract requirements by the COR. At the discretion of the Government, inspection may include validation of information or software using automated tools and/or testing of the deliverables, as specified in the PWS.

If the Government finds that a draft or final deliverable contains spelling errors, grammatical errors, improper format, or otherwise does not conform to the requirements stated within the task order PWS, the document may be immediately rejected without further review and returned to the Contractor for correction and re-submission. If the Contractor requires additional Government guidance to produce an acceptable draft, the Contractor shall arrange a meeting with the COR.

The basis for acceptance shall be compliance with the requirements set forth in this task order PWS, the Contractor's proposal and other terms and conditions of the contract. Deliverable items rejected shall be corrected in accordance with the applicable clauses. Reports and document deliverables will be accepted when all discrepancies, errors or other deficiencies identified in writing by the COR have been corrected to the Government’s satisfaction.

The Contractor shall provide electronic copies of deliverables. Electronic copies shall be delivered via e-mail attachment or other media by mutual agreement of the parties. The electronic copies shall be compatible with the current DLA Microsoft (MS) Office products or other applications as appropriate and mutually agreed to by the parties. The Contractor shall use best commercial practices for formatting deliverables under this contract. If the draft deliverable is adequate, the Government may accept the draft and provide comments for incorporation into the final version. All of the Government's comments to deliverables must either be incorporated in the succeeding version or the Contractor must demonstrate to the Government's satisfaction because such comments should not be incorporated.

2.6.2 General Acceptance Criteria

General quality measures, as set forth below, will be applied to each work product received from the contractor under the resultant task order. These performance measurements are defined as:

Quality

• Accuracy – Work products shall be accurate in presentation, technical content, and adherence to accepted elements of style.

• Clarity – Work products shall be clear and concise. Any/all diagrams shall be easy to understand and be relevant to the supporting narrative.

• Consistency to Requirements – All work products must satisfy the requirements of this Performance Work Statement.

• Format – Work products shall be submitted in hard copy (where applicable) and in media mutually agreed upon prior to submission. Hard copy formats shall follow any specified Directives or Manuals. All text and diagrammatic files shall be editable by the Government.

Timeliness

• Work products shall be submitted on or before the due dates determined/specified between the task order COR and contractor or submitted in accordance with a later scheduled date determined by the Government.

2.7 Fixed Price Performance Based Service Contract Payments

The following procedures apply:

• The contractor shall submit a monthly invoice for 100% monthly amount for each PWS task. As part of the COR’s monthly certification process, the COR will indicate on the invoice submitted the amounts authorized for payment for each task based on the performance measures described herein.

• The determination for payment will be made in accordance with the procedures set forth below.

• The COR or his/her designated representative will advise the contractor of what the Contracting Officer’s (CO’s) authorized amount of payment will be for each month. The contractor may direct questions on any withholding of a payment to the Contracting Officer.

2.8 Performance Review and Payments

Below are the Performance Standards that will be used in evaluating performance in determining the amount of the payment owed to the contractor. These Performance Standards apply to the deliverables listed in Section 2.5 and to all performance under this task order

PWS.

Overall Performance Ratings Satisfactory – Performance meets or exceeds contractual requirements. The contractual performance reflects some minor problems for which corrective actions taken by the contractor appear or were satisfactory. The COR recommends and the Contracting Officer will decide to pay the contractor 100% of the invoice amount.

Fair – Performance does not meet some contractual requirements. The contractual performance reflects a minor problem(s) for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear only marginally effective or were not fully implemented. The minor performance problems(s) do not adversely impact the mission of the Agency. The COR recommends and the Contracting Officer will decide to pay the contractor 90% of the invoice amount.

Marginal – Performance does not meet some contractual requirements. The contractual performance reflects a serious problem(s) for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear only marginally effective or were not fully implemented. The COR recommends and the Contracting Officer will decide to pay the contractor 80% of the invoice amount.

Unsatisfactory – Performance does not meet most contractual requirements, and recovery is not likely in a timely manner. The contractual performance contains a serious problem(s) for which the contractor’s corrective actions appear or were ineffective. Payment will be withheld pending resolution of cure notice(s). Termination for default or cause may result.

Timeliness

Satisfactory Meets or exceeds contractual requirements in terms of timeliness of delivery. The timeliness of contractual performance reflects some minor problems for which corrective actions taken by the contractor appear or were satisfactory.

Fair Does not meet some contractual requirements in terms of timeliness of delivery. The timeliness of contractual performance reflects a minor timeliness problem(s) for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear only marginally effective or were not fully implemented. The minor timeliness problem(s) do not adversely impact the mission of the Agency.

Marginal Does not meet some contractual requirements in terms of timeliness of delivery. The timeliness of contractual performance reflects a serious problem(s) for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear only marginally effective or were not fully implemented.

Unsatisfactory Does not meet most contractual requirements in terms of timeliness of delivery and recovery is not likely in a timely manner. The timeliness of contractual performance contains a serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

Quality

Satisfactory Meets or exceeds contractual requirements in terms of the quality of work performed. The quality of contractual performance reflects some minor problem(s) for which corrective actions taken by the contractor appear or were satisfactory.

Fair Does not meet some contractual requirements in terms of quality of work performed. The quality of contractual performance reflects a minor quality problem(s) for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear only marginally effective or were not fully implemented. The minor quality problem(s) do not adversely impact the mission of the Agency.

Marginal Does not meet some contractual requirements in terms of quality. The quality of contractual performance reflects a serious problem(s) for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear only marginally effective or were not fully implemented.

Unsatisfactory Does not meet most contractual requirements in terms of quality and recovery is not likely in a timely manner. The quality of contractual performance contains a serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

Disincentives are applied for ratings of “Fair”, “Marginal”, and “Unsatisfactory” as follows:

Satisfactory = 100% payment Fair = -10% disincentive Marginal = -20% disincentive Unsatisfactory = Payment will be withheld pending resolution of cure notice(s). Termination for default or cause may result.

2.9 Deliverables

The Table below identifies the deliverables resulting from the tasks defined in Section 2.3 Task Requirements. All completed deliverables shall be forwarded to the COR. Contractor shall use best commercial practices for formatting all deliverables under this task order. Electronic copies of all deliverables shall be sent to the COR via email in Microsoft Office compatible formats. If deliverable exceeds email size limitations, the deliverable shall be sent via Compact Disk (CD). A written monthly status report (in Word format) shall be delivered to the COR that includes information on problems, items to track, and a list of activities and deliverables completed during the preceding month via email to the COR.

TABLE 1: DELIVERABLES

Table 1 identifies the Deliverables resulting from the tasks defined in Section 2 Deliverable Reference # Quantity: No.

of Reports/Data

Calls

Deliverable Due Date

Kick-off meeting 1 Two weeks after award

Monthly Status Reports 12 By 5th day of the Month

Project Plan and Schedule As required As required IPR briefings As required As required Release Review and Presentation 4 Quarterly Release Code 4 Quarterly Proof of source code access to eProductivity Software Market Direct

1 One week from award

Upgrade Schedule and POA&M As required As required Triage and troubleshooting support As required As required

Requirements Analysis As required As required Project Plan As required As required Test and Install plan & scripts As required As required Code and configuration updates As required As required Monthly 8570 Report 12 By the 10th business day of each month

TABLE 2: PERFORMANCE REQUIREMENTS:

Table 2 identifies the Performance Requirements resulting from the Deliverables in Table 1.

Deliverable Title Deliverable Surveillance Method Surveillance Incentive

Reference and Performance Schedule # Standards (Daily, Weekly, Monthly, Quarterly)

Kick-off meeting 100%COR As required Timeliness and Inspection quality ratings to be Performance assigned pursuant Standards to section

– see Section

Monthly Status Reports 100%COR Monthly Timeliness and Inspection quality ratings to be Performance assigned pursuant Standards to section

– see Section

Project Plan and Schedule 100%COR As required Timeliness and Inspection quality ratings to be Performance assigned pursuant Standards to section

– see Section

IPR briefings 100%COR As required Timeliness and Inspection quality ratings to be Performance assigned pursuant Standards to section

– see Section

Release Review and 100%COR Quarterly Timeliness and Presentation Inspection quality ratings to be

Performance assigned pursuant Standards to section

– see Section

Release Code 100%COR Quarterly Timeliness and Inspection quality ratings to be Performance assigned pursuant Standards to section

– see Section

Proof of source code 100%COR As required Timeliness and access to eProductivity Inspection quality ratings to be Software Market Direct Performance assigned pursuant

Standards to section

– see Section

Upgrade Schedule and 100%COR As required Timeliness and POA&M Inspection quality ratings to be

Performance assigned pursuant Standards to section

– see Section

Triage and troubleshooting support

100%COR

Inspection Performance Standards

– see Section

As required Timeliness and quality ratings to be assigned pursuant to section

Requirements Analysis 100%COR Inspection Performance Standards -see Section

As required Timeliness and quality ratings to be assigned pursuant to section

Project Plan 100%COR Inspection Performance Standards -see Section

As required Timeliness and quality ratings to be assigned pursuant to section

Test and Install plan & scripts

100%COR

Inspection Performance Standards -see Section

As required Timeliness and quality ratings to be assigned pursuant to section

Code and configuration updates

100%COR

Inspection Performance Standards -see Section

As required Timeliness and quality ratings to be assigned pursuant to section

Monthly 8570 Report 100%COR Inspection Performance Standards -see Section

Monthly Timeliness and quality ratings to be assigned pursuant to section

2.10 Contractor Quality Control Plan (QCP)

The contractor shall submit a QCP within 10 business days of contract start date to the COR and Contracting Officer Representative (COR). This plan shall describe the contractor’s methodology of compliance with the Deliverables and Performance Requirements Summary outlined above. The COR will notify the contractor of concurrence or required modifications to the QCP within 10 business days of receipt. The contractor shall make appropriate modifications within 5-business days of the COTR’s notification and provide a revised QCP within 5 business days.

2.11 Performance Requirements

There are multiple contractors supporting DLA and other DOD activities who are working on similar or related activities. The contractor shall work with these contractors, as required, to satisfy DLA requirements, goals, and objectives as efficiently and effectively as possible. This may include, but is not limited to, sharing or coordinating information resulting from the work required by this PWS and/or working as a team to perform tasks in concert.

The Contractor shall provide sufficient management to ensure that these tasks are performed efficiently, accurately, on time, and in compliance with the requirements of this document.

Specifically, the Contractor shall designate a single manager to oversee these tasks and supervise staff assigned to these tasks. The Contractor shall ensure that a Monthly Progress Report is submitted outlining the expenditures, billings, progress, status, and any problems/ issues encountered in the performance of these tasks.

To ensure a smooth and orderly startup of this contract, it is essential that the key personnel specified in the Contractor's proposal be available on the effective start date of the contract.

The contractor is expected to minimize employee turnover with respect to personnel performing under this Performance Work Statement. The Contractor shall not remove or replace any personnel designated as "key" personnel, without the prior written notification and approval by the Contracting Officer, although the Government recognizes that the contractor cannot compel any individual to remain under its employ. Written notification of the pending substitution shall be submitted to the Contracting Officer no later than (10) calendar days in advance of any proposed substitution and shall include a resume and justification of the proposed substitution(s) in sufficient detail to permit evaluation of the impact on contract performance. The Government will review the resume(s) and justification to ensure compliance with this clause and other requirements contained in this Performance Work Statement. Any replacement personnel proposed shall, at a minimum, be at least as qualified as the individual being replaced.

When working at DLA locations, or other Government locations, the contractor shall work the duty hours of that location. The normal Government work hours are between 0730- and 1730-hours local time, with a 30-to-60-minute lunch period, generally 8 hours per day, Monday through Friday, exclusive of Federal holidays. The Government may require the contractor to work longer hours on given days and/or weekends, depending on operational needs and contingencies, (i.e., installation and testing during non-peak hours).

This contract is a “non-personal services contract” as defined in FAR 37.101. It is, therefore, understood and agreed that the contractor and/or the contractor’s employees: (1) shall perform the services specified herein as independent contractors, not as employees of the Government; (2) shall be responsible for their own management and administration of work required and bear sole responsibility for complying with any and all technical, schedule, or financial requirements or constraints attendant to the performance of this contract; (3) shall be free from supervision or control by any Government employee with respect to the manner or method of performance of the services specified; but (4) shall, pursuant to the Government’s right and obligation to inspect, accept, or reject the work, comply with such general direction of the Contracting Officer, or the duly authorized representative of the Contracting Officer as is necessary to ensure accomplishment of the contract requirements.

Identification Badges / Common Access Card (CAC): Every Contractor employee (including those of sub-contracts) is required to obtain an identification card badge (ID Card) / Common Access Card (CAC)/ prior to starting work on this contract. Lost or stolen Contractor employee badges must be reported to security before a replacement ID/CAC card will be issued. The Contractor will submit a completed and unsigned

DLAH 1728 and DD FORM 2875 (August 2009) to the COR. The DLAH 1728 (Oct 2004 (EG)) and DD FORM 2875 (August 2009) must filled in using a pdf editor and submitted either via encrypted email or hand carried to the COR. Completed forms CANNOT BE faxed.

The DLAH 1728 (Oct 2004 (EG)) and DD FORM 2875 (August 2009) will be provided by the COR at Task Order award. Note: DD FORM 2875 is only required for elevated / privileged systems access.

The contractor shall return all government-furnished CAC, Access ID Badges, electronic key cards, and any other government issued passes, e.g., vehicle pass, to the COR within 24 hours of the completion of the contract or upon termination of an individual’s employment, whichever comes first. Contractor personnel failing to return their CAC, Access ID Badges, and electronic key cards are subject to criminal charges under United States Code (USC) Title 18, Chapter 1, Section 499 and 701.

Security requirements apply to the prime Contractor and any Sub-Contractors the prime Contractor may employ during the course of this contract, as well as any temporary employees that may be hired by the Contractor. The Government retains the right to request the removal of Contractor personnel whose actions, while assigned to this contract, are determined by the Contracting Officer to conflict with the interests of the Government. If such removal occurs, the Contractor shall assign qualified personnel to any vacancy.

For contractors not meeting the CAC eligibility requirements, the COR must contact the local security office for access control requirements and the local badging process.

Contractor employees must follow procedures for Installation Access (Non-DOD Cardholders/Visitors). Multiday visits or access to Restricted Areas may require Personally Identifiable Information to allow for a local records check. Physical Security will run a criminal history check on Contractor employees as a condition of access to the installation. If entry is denied, the Contractor will be immediately notified. Physical Security may require updating or rechecking criminal history based on the duration of the contract. NOTE: The Vetting Official will deny access to any person who the Installation Commander has deemed unfit for unaccompanied access.

Depending on the site, a Government escort may be required.

The Contractor is responsible for employees and Sub-Contractors under their employment.

Contractors will ensure that employees are familiar with and obey installation traffic, safety, and security regulations. Contractor employees, including Sub-Contractors, are required to wear the ID card conspicuously on their outer clothing and above the waist at all times while working on a Government Facility. Personnel are subject to challenge and removal from the work area if the ID card is not being worn. It is the CO or designee’s responsibility to enforce this requirement. Failure to do so is just cause for ordering that work on a contract be stopped.

Expired, invalid, inaccurate, inoperative or terminated Pass or Access Control Badge shall be returned to the Contracting Officer or his designee for disposition. These cards are the property of the U.S. Government and shall not be retained by the cardholder upon expiration, replacement, or when the DoD affiliation of the employee has been terminated. The Contracting Officer or his designee shall deliver all returned Contractor badges to the Welcome Center within 5 business days.

If the Pass or Access Control Badge is lost or stolen, a police report will be completed, and the Contracting Officer or designee will submit a new request. Compliance with this requirement is mandatory and certification thereof to the Contracting Officer is required prior to submitting final invoices. Failure to return badges will hold up Contractor's final payment.

The Contractor will not employ any person whose employment will violate the requirements of DOD5500.7, Joint Ethics Regulation.

All Contractor personnel shall observe local policy and procedures provided by the Office of Information Resources governing the use of computer equipment and passwords. Violations of local policy shall include password sharing, performing personal work, file access violations or browsing files outside the scope of the contract. The Contracting Officer shall adjudicate each case, and his/her decision shall be final.

Where the Government has requested the removal of contractor personnel, the contractor will provide an appropriately trained replacement. Individuals removed from this task order are removed for the duration of the task order. The contractor will notify the COR within 24 hours when for reasons of personnel resignations, reassignments, terminations, or completion of portions of the task order, or contractor personnel no longer require access to Government computers.

Contractor personnel are only authorized to attend meetings, town halls, etc., as they relate to the performance of the tasks outlined in the PWS.

2.12 Personnel Requirements

Resumes and required certifications should be submitted for all Key Personnel who will be directly involved in the PWS Requirements and shall be skilled, experienced, professional, or technical personnel consistent with the task-specific requirements of this PWS, including all Amendments and Modifications, Attachment 1 - Labor Category Descriptions. Contractors may propose alternative / substitute labor categories for identified Key Personnel, as long as the offered candidate meets the qualifications identified for the Key Personnel position. Note: Resumes and required certifications must be submitted for all Key Personnel and all personnel proposed as Key Personnel substitutions (i.e. alternative labor categories).

2.13 Key Personnel

Non-Personnel Services

The resultant contract is for "non-personal services" as defined in FAR 37.101. It is, therefore, understood and agreed that the vendor and/or the vendor's employees: (1) shall perform the services specified herein as independent vendors, not as employees of the Government; (2) shall be responsible for their own management and administration of work required and bear sole responsibility for complying with any and…