Final_Passport_RFP_0260_dtd_62014.docx

PASSPORT HEADQUARTERS PROGRAM SUPPORT SERVICES

SECTION M

PASSPORT HEADQUARTERS PROGRAM SUPPORT SERVICES SECTION M

REQUEST FOR PROPOSAL (RFP)

For

“Passport Headquarters Program Support Services (PHPSS)”

For the Bureau of Consular Affairs, Passport Services (CA/PPT)

SECTION J

RFP SAQMMA14R0260 Page 76

RFP SAQMMA14R0260 Page 81

Table of Contents

SECTION B – SUPPLIES OR SERVICES AND PRICES/COSTS

B.1. PERFORMANCE BASED SERVICES CONTRACT

Task Orders may be issued as needed. All products and services necessary to provide a comprehensive solution at the order level that are within scope are available to procure under this contract.

B.2. CONTRACT TYPE

The Government anticipates awarding a single Indefinite Delivery Indefinite Quantity (IDIQ) type contract with Labor-Hour (LH) Contract Line Item Numbers (CLINs) and Cost-Reimbursable (CR) CLINs for Government approved travel and other direct costs (ODCs) such as materials and/or supplies.

B.3. SUPPLIES/SERVICES

Offerors shall complete the Performance-Based Contract Labor Hours level of effort per contract period omitting the CLINS not applicable (N/A) and CLINS to be established (TBE) after contract award:

BASE YEAR COST

CLIN 0001 – Labor Support $_______________

CLIN 0002 – Training Support $_______________

CLIN 0003 – Other Direct Costs $_______________

CLIN 0004 – Travel $_______________

CLIN 0005 – Additional Operational Support $_______________

CLIN 0006 – Overtime Support $_______________

OPTION YEAR ONE COST

CLIN 1001 – Labor Support $_______________

CLIN 1002 – Training Support $_______________

CLIN 1003 – Other Direct Costs $_______________

CLIN 1004 – Travel $_______________

CLIN 1005 – Additional Operational Support $_______________

CLIN 1006 – Overtime Support $_______________

OPTION YEAR TWO COST

CLIN 2001 – Labor Support $_______________

CLIN 2002 – Training Support $_______________

CLIN 2003 – Other Direct Costs $_______________

CLIN 2004 – Travel $_______________

CLIN 2005 – Additional Operational Support $_______________

CLIN 2006 – Overtime Support $______________

OPTION YEAR THREE COST

CLIN 3001 – Labor Support $_______________

CLIN 3002 – Training Support $_______________

CLIN 3003 – Other Direct Costs $_______________

CLIN 3004 – Travel $_______________

CLIN 3005 – Additional Operational Support $_______________

CLIN 3006 – Overtime Support $_______________

OPTION YEAR FOUR COST

CLIN 4001 – Labor Support $_______________

CLIN 4002 – Training Support $_______________

CLIN 4003 – Other Direct Costs $_______________

CLIN 4004 – Travel $_______________

CLIN 4005 – Additional Operational Support $_______________

CLIN 4006 – Overtime Support $_______________

TOTAL CONTRACT VALUE TOTAL CONTRACT COST

CLIN 0001 through 4001 – Labor Support $_______________

CLIN 0002 through 4002 – Training Support $_______________

CLIN 0003 through 4003 – Other Direct Costs $_______________

CLIN 0004 through 4004 – Travel $_______________

CLIN 0005 through 4005 – Additional Operational Support $_______________

CLIN 0006 through 4006 – Overtime Support $_______________

TOTAL $________________

B.4 MINIMUM AND MAXIMUM CONTRACT QUANTITIES - INDEFINITE QUANTITY CONTRACT (05/95)

a) The FAR 52.216-22 "Indefinite Quantity," the minimum for this indefinite quantity contract shall be as set forth below.

If this contract contains options, the minimum for each option shall apply separately and independent to that option.

Dollars

(b) The maximum for this indefinite quantity-contract (including options) shall be any quantity or combination of services and/or supplies (reports) equal to the maximum for the Passport Headquarters Office in Washington, D.C. and other locations as specified as stated in the Prices/Costs Section of this RFP.

B.5. TRAVEL COSTS (TIME-AND-MATERIALS/LABOR-HOUR)

a. Except as otherwise provided herein, the Contractor shall be reimbursed for its reasonable actual travel costs in accordance with its usual accounting practices consistent with FAR Subpart 31.2, specifically FAR 31.205-46. Travel must be directly related to and required for performance of this contract, and authorized by the Director of the facility location and approved by the Contracting Officer's Representative (COR) for this contract. In no event shall costs associated with employee commuting be reimbursable as a direct cost under this contract.

b. Travel costs shall not be burdened with any indirect costs unless specifically allowable in accordance with the Contractor's usual accounting practices consistent with FAR Subpart 31.2. In no event shall travel costs be burdened with fee/profit.

c. The Contractor shall include a breakout of all authorized travel expenses as an attachment to invoices. Administrative support (coordination of travel arrangements, etc.) will be the responsibility of the Contractor.

d. Should any Contractor personnel be requested to perform in any area which has been determined by the Department of State to be a hazardous duty area, hazardous duty premium pay will be payable at the same rate as would be given to Department of State direct hire employees pursuant to Chapter 650 of the U.S. Department of State Standardized Regulations (Government Civilians, Foreign Areas). Each employee will be notified upon arrival at any hazardous duty area of the applicable rates, terms and conditions at the time of performance. Hazardous duty premium pay shall not be burdened with any indirect costs (e.g., overhead, G&A) or fee/profit.

e. When local travel between the Contractor employee's regular place of performance and other locations is specifically authorized by the COR, transportation expenses shall be allowable costs under this contract. For the purposes of this clause, local travel means travel within a 50 mile radius of the Contractor employee's regular place of performance and does not include daily commuting or associated costs.

f. For travel where use of a personal automobile has been specifically authorized by the COR, reimbursement shall be computed on the basis of actual miles traveled from starting point to destination. Other related miscellaneous expenses, such as tolls and parking fees, incurred in the performance of tasks authorized under this contract, will be reimbursed. Car rentals require advance approval by the COR and will be authorized only when consistent with good business practice. Allowable costs shall not exceed the actual cost of renting a compact automobile (a maximum of one for five Contractor personnel), unless extenuating circumstances (e.g., excess baggage) require other arrangements and subsequent COR approval is obtained.

B.6. TRAVEL COSTS

a) Travel under this contract is defined as Contractor air and ground transportation, lodging, meals and incidental expenses, and passport/visa costs.

b) Travel costs shall be allocated to CLIN 0004 through 4004.

c) Except as otherwise provided herein, the Contractor shall be paid its allowable travel costs in accordance with FAR 31.205-46 (Travel Costs).

d) Travel costs are authorized only for travel beyond a 50-miles’ radius of the Contractor employee’s local place of performance (official duty station) whenever work is required to be accomplished at a remote work site.

e) No travel costs (or associated labor time during travel) shall be allowable for work performed at a Contractor’s local office or any other work site within a 50-miles’ radius of the Contractor employee’s local place of performance (official duty station).

f) No travel costs (or associated labor time during travel) shall be allowable for telecommuting beyond (or within) a 50-miles’ radius of the Contractor’s local place of performance (official duty station).

g) Costs when using a privately owned vehicle (POV) for official travel are allowable provided that such costs do not exceed costs that would have resulted from use of other reasonable transportation methods (e.g., taxi, airplane, train). Reasonable associated costs, such as tolls and parking fees, are also generally allowable.

h) When traveling in a POV for official travel, the Contractor shall be paid mileage costs at a rate that does not exceed the POV mileage rate established by the Internal Revenue Service.

i) Costs for car rentals for official travel are allowable pursuant to the following:

1. Such rentals are consistent with good business practice;

2. Such costs do not exceed costs that would have resulted from use of other reasonable transportation methods (e.g., taxi, airplane, train); and

3. Such costs do not exceed the actual cost of renting a compact automobile (maximum of one automobile for four Contractor personnel), unless extenuating circumstances (e.g., excess baggage) require other arrangements and Contracting Officer approval is obtained.

4. Reasonable associated costs, such as tolls and parking fees, are also generally allowable.

j) The Government will reimburse the Contractor, under the applicable Travel CLIN, for each Contractor employee’s travel time to or from authorized work locations as long as the following are met:

1. Payment of travel time described herein is in accordance with the Contractor’s established travel policy.

2. For travel to/from the United States' outlying areas and outside the United States, travel time begins no earlier than three (3) hours prior to the scheduled departure time and concludes upon arrival to the initial destination point (e.g., airport) at the place of performance.

3. United States' outlying areas are American Samoa, Federated States of Micronesia, Guam, Marshall Islands, Northern Mariana Islands, Palau, Puerto Rico, and Virgin Islands of the United States.

4. “United States” means the 50 States plus the District of Columbia.

5. For travel inside the United States, travel time begins no earlier than two (2) hours prior to the scheduled departure time and concludes upon arrival to the initial destination point (e.g., airport) at the place of performance.

6. The Government will not pay for a Contractor employee's time spent in layovers that are for the convenience of the Contractor employee or Contractor.

7. The Government will not pay more than eight (8) hours per day per Contractor employee for travel time when the employee is traveling inside the United States.

8. The Government will not pay more than 12 hours per day per Contractor employee for travel time when the employee is traveling to/from the United States’ outlying areas and outside the United States.

9. The Government will not pay for a Contractor employee's travel time that is outside the employee’s regular working hours during the employee's normal workweek. A normal workweek is defined in Section B.6 (m).

10. The Government will not pay for a Contractor employee more than the number of hours in the employee's normal workweek. “Number of hours” includes productive time hours, travel time hours, and paid time off hours (e.g., sick, vacation, holiday).

11. “Productive time hours” consist of hours that, other than travel time hours, directly benefit the contract.

12. Exceptions must be authorized in advance and in writing by the Contracting Officer.

k) After task order award under a cost-reimbursement arrangement or the materials portion of a time-and-materials arrangement, travel must be authorized in advance by the Contracting Officer’s Representative or Government Technical Monitor.

l) The following items concern passports and visas:

1. The Contractor shall be responsible for ensuring that all personnel who will be required to travel outside the United States have a current and valid U.S. passport.

2. The Contractor shall be responsible for obtaining any visas required for travel to foreign countries under this contract.

3. The Contractor’s costs for obtaining and maintaining passports and/or visas will be generally allowable, but the Contractor shall pro-rate equitably such costs if they will benefit cost objectives (e.g., contracts) other than this cost objective.

4. The Government will not reimburse the Contractor for travel expenses when travel is cancelled or modified as a result of the Contractor’s failure to obtain a visa.

5. The Government will not reimburse the Contractor for the use of private visa procurement services provided by a third party.

m) Costs for travel that has been modified or cancelled are not allowable unless such modification or cancellation was caused by the Government or otherwise exceeded the control of the Contractor.

n) If work under this contract will be performed at the Government site at the Department of State main building, 21st and Virginia Avenue, NW, Washington, DC 20520, or other State Annexes in the metropolitan Washington, DC area, daily commuting time and expenses between the Department of State site and some other location, such as a home office, shall not be allowable under this contract. However, commuting time and expenses between the Department of State site and some other location, such as a home office, shall be allowable when performing occasional official business (e.g., to attend a meeting at the Department of State site).

o) Pursuant to FAR 47.402, 47.403, and the Fly America Act, the Contractor shall use a U.S.-flag air carrier service unless specific conditions exist. If such conditions exist under a fixed-price arrangement (i.e., task order or line item in a task order), the Contractor shall submit with its task order proposal a memorandum explaining why it does not intend to use a U.S.-flag air carrier service. Inclusion of such costs in the awarded fixed-price is contingent upon Government acceptance of such explanation.

If such conditions exist under arrangements when payment is made based on actual costs incurred (e.g., cost-reimbursement arrangements, materials portion of time-and-materials arrangements, and progress payments based on costs under fixed-price arrangements), the Contractor shall submit with its voucher a memorandum explaining why it did not use a U.S.-flag air carrier service. Reimbursement is contingent upon Government acceptance of charges.

(End of Section B)

SECTION B

SECTION C – DESCRIPTION/SPECIFICATIONS/PERFORMANCE WORK STATEMENT

C.1. SCOPE OF SERVICES

The Department of State (DOS), Bureau of Consular Affairs (CA), Passport Services Directorate (PPT), is seeking a highly qualified contractor to provide comprehensive onsite management and other support services at PPT Headquarters (HQ) in Washington, DC. The scope of work includes resolving complex inquiries from the public, diplomats, and other Passport customers in performing records management services and administration of lost and stolen Passports. Passport books/card applications are not processed under this contract. The scope includes all program analysis, administrative support, and business process improvement required to support PPT/HQ operations. Additional requirements within the scope of the work may be added in the future, which may require special project assistance and other program support services (see Section C.2.6- Additional Operational Support).

C.1.1. BACKGROUND

A chief responsibility of CA is to carry out the Secretary of State’s authority to issue passports. Each year millions of Passport Books and Cards are issued to U.S. Citizens worldwide. CA/PPT is responsible for issuing passports to eligible U.S. citizens who apply. CA/PPT/HQ manages a network of domestic Passport Centers and Agencies located throughout the U.S. to carry out this responsibility. PPT/HQ, including its Regional Offices oversees 28 Passport Agencies and Centers, 2 Passport Production facilities, and over 9,000 acceptance facilities nationwide. PPT/HQ Regional Offices are located in the Washington, D.C., New Hampshire, California, and Texas. PPT/HQ is ultimately accountable for secure and timely issuance of Passports to U.S. citizens. PPT/HQ manages workflow, work processes, internal controls and other crucial functions to ensure the integrity and security of Passport operations.

C.1.2. OBJECTIVE

The objective of this procurement is to engage a highly qualified Contractor to provide reliable program and administrative support solutions. The Government is seeking a Contractor with substantial experience recruiting and retaining qualified professionals and proven management practices and past performance providing exceptional support services as described in the scope of this contract. The Contractor must be able to handle changing priorities and workload while meeting schedules for routine work, and to identify and introduce process and system innovations and best practices. All of the work must be performed in accordance with the highest quality standards and to the satisfaction of PPT management and customers.

The PPT Mission Statement and three common goals for service standards for our customers at our service locations are listed below:

PPT Mission Statement The Department of State will issue to U.S. citizens secure travel documents while providing the highest level of customer service, professionalism, and integrity.

Service Standards

1. We will provide service in a courteous, professional manner

1. We will always try to meet your travel needs

1. You have the right to speak with management if you are not satisfied with the service you have received

C.1.3. ORGANIZATIONAL CHART

At a minimum, this contract will support the PPT/HQ offices depicted in the organizational chart below.

C.1.4. INITIAL STAFFING LEVELS

The Contractor is required to supply on-site personnel listed in Table 1 below; the base period staffing level totals 140 full-time employees (FTE). The primary Contract Line Item (CLIN) for Labor will be used to obligate funds during contract performance. For the purposes of administrative traceability the Contractor shall subcategorize all invoices by directorate/office assigned (See Additional Invoice Instructions in RFP SECTION G). Labor Category descriptions are provided in PWS Section C.3 Staffing Requirements.

The quantities in Table 1 reflect the Government’s best judgment based on assumptions of future workload, technological systems changes, and other uncertainties. Ongoing uncertainties with regard to delivery of new technological systems may impact the initial quantities. The Government will determine the number of employees needed on an as-needed basis, due to the variances in workload caused by seasonal demand and other influences or trends affecting increases or decreases in support requirements. In addition, the possible attrition of long-term Government employees performing similar duties and functions may affect the need for additional contractor staff. If the need arises, the Government will work with the Contractor to adjust the Labor Hours required by this contract.

TABLE 1- LOCATIONS AND INITIAL NUMBERS OF ONSITE PERSONNEL

C.1.5. APPLICABLE DOCUMENTS

The Contractor shall adhere to and implement the CA standards, policies, and procedures set forth in the following publications and manuals:

1. Foreign Affairs Manual (FAM) (as applicable)

2. Foreign Affairs Handbook (FAH) (as applicable)

3. PPT Internal Controls Guide for Employees

4. The Department of State Standards of Conduct by the Office of Inspector General

5. All Standard Operating Procedures (SOPs) approved by DOS

The Contractor shall monitor current information on the CA Intranet Site and adhere to the most current policies, processes, and procedures. Finally, the Contractor shall document, implement, and monitor compliance with its own internal standards and policies.

C.2. DESCRIPTION OF GOODS/SERVICES

C.2.1. PASSPORT HEADQUARTERS AND REGIONAL OFFICE LABOR SUPPORT (CLIN X001)

The Contractor shall provide technical operations support needed for records management functions, business process training, and other program support at PPT Headquarters (HQ). The Contractor shall support the Managing Directors, Regional Directors, and Senior Managers at PPT/HQ and regional offices.

C.2.1.1. Technical Operations

For the Headquarters’ records management functions, the responsible office is located in Washington, DC at the Office of Technical Operations (CA/PPT/S/TO), Records Services Division (CA/PPT/S/TO/RS). This Division performs a variety of functions in order to initiate, update, and maintain Passport Services documents and records through automated means. The Office of Technical Operations Records Services Division (CA/PPT/S/TO/RS) performs a wide range of responsibilities in support of the mission of Passport Services.

The CA/PPT/S/TO/RS serves as the repository for all passport documentation, citizenship records, and other related data that is applicable to passport records. The Division functions as the central point for the retirement of these records. The repository of records consists of records from 1925 to the present arranged in various electronic and manual filing systems depending on their historic nature. The users of these records are the Passport Agencies, Washington Headquarters offices, other offices in the Bureau of Consular Affairs, overseas posts, other Department of State offices, and outside agencies such as the Office of Personnel Management, Department of Homeland Security, Department of Defense, and more.

The Division liaises with the Washington National Records Center (WNRC), part of the National Archives and Records Administration, for the retirement of passport records and is responsible for the maintenance and control of all passport-related documents that are returned to the Division by requesters. The Division is also responsible for controlling, and the handling and disposition of classified records up to and including the Secret level, various vital record files, subject files and various passport records and general correspondence files.

These duties include, but are not limited to, support functions in order to assist in meeting this Divisions’ goals, as noted in the following paragraphs:

The Document Management Branch (S/TO/RS/DO) consists of the Vital Records Section, Manual Records Section and Clearance Section.

Vital Records Section: The section is responsible for the issuance of certified consular vital records to the public and Federal agencies. The section processes all payments for document and certification requests for passport records received by both Record Services and Law Enforcement Liaison.

Manual Records Section: The section is responsible for completing requests for passport and consular vital records. The section researches and fulfills electronic file requests via applicable systems, such as the Passport Information Electronic Record System (PIERS). The section performs refinement to passport records and citizenship related files in preparation for records retirement. The section liaises with the Washington National Records Center (WRNC) to fulfill file requests.

Clearance Section: The section is responsible for researching and clearing various passport holds, performing protocol checks, and data entry functions. The section liaises with internal and external stakeholders to aid in the determination of passport issuance.

The Data Management Branch (S/TO/RS/DA) consists of the Automated Records Section and Data Integrity Section.

Automated Records Section: The section is responsible for digitally scanning passport applications into PRISM, performing image quality functions, and archiving records to WRNC. The section scans issued and not issued passport applications from overseas posts and Passport Agencies/Centers. Occasionally, the section scans and performs image quality functions on issued passports as requested by an Headquarter’s Managing Directors.

Data Integrity Section: The section is responsible for the data integrity as well as user access control for all databases used by CA/PPT. The section performs quality control functions, facilitates the integration of data into PPT databases, and ensures record integrity. The section reviews and corrects discrepancies in multiple document PRISM records, review and correct errors in database systems records. The section also uses other systems such as ECAS and ACRQ, and other future databases. The section monitor the production and transfer of data files and records pertaining to passport and consular activity submitted by domestic passport Agencies and Centers, as well as and consular facilities abroad to HQ in order to ensure proper adherence to established procedures and protocols. The section reconciles any processing errors or deficiencies identified in the data submissions or in upload to the databases. The section assist in the development of programs and interfaces designed to enhance or augment PPT automated data management systems.

C.2.1.2. Office of Authentications

The Consular Affairs, Passport Services, Support, Technical Operations, Authentications (CA/PPT/S/TO/AUT) Office, provides authentication services to U.S. citizens and foreign nationals on documents that will be used for legal and administrative purposes overseas.

The Authentications Office authenticates a variety of documents from commercial organizations, private citizens, and officials of Federal and State governments. Documents include, but are not limited to, company bylaws, powers of attorney, trademark, diplomas, treaties, warrants, extraditions, agreements, certificates of good standing, and courier letters. It will not authenticate documents that are contrary to public policy or are for an improper or unlawful purpose (see 22 CFR 131.1). The Authentications Office does not authenticate documents issued abroad by U.S. Consular officials, such as Birth, Marriage, or Death certificates.

The Authentications Office is responsible for signing and issuing certificates under the Seal of the U.S. Department of State. The Authentications Office receives, records, and accounts for fees in accordance with procedures established by the Bureau of the Comptroller and Global Financial Services. A service number is assigned to each certificate of authentication, and this number reflects all fees associated with a certificate.

The Authentications Office tracks all correspondence and documents through the Document Authentication, Retrieval, and Tracking Systems (DARTS). A case service number is assigned to all requests received in the Authentications Office. This service number appears on all authentication certificates and tracks all aspects of the authentication process, as well as fees collected, and is used as an effective method for the Authentications Office’s internal control process.

Apostille certificates are issued for documents destined to be used in participating countries and their territories that have joined the 1961 Hague Convention Abolishing the Requirement of Legalization for Foreign Public Documents. The convention provides for the simplified certification of public documents to be used in member countries through a special form called an “apostille.”

The Authentications Office is designated as the competent authority to issue apostilles for documents executed by Federal agency officials. An original signature with the raised or stamped seal of the Federal agency must accompany the document. (See 2 FAM Exhibit 1292.1 for a sample format of an apostille.)

C.2.1.3. Consular Lost and Stolen Passports

The Contractor will support the Office of Legal Affairs, Law Enforcement Liaison Division, Government Oversight, Consular Lost and Stolen Passport (CLASP). The Contractor will ensure smooth and efficient workflow throughout the CLASP section. The Contractor will communicate effectively, politely, and accurately with all stakeholders. The Contractor will respond to inquiries levied by Department personnel, NPIC, USG stakeholders, the public, international partners (such as Interpol), and law enforcement agencies regarding lost and stolen passports. The Contractor will assist DOS Agencies/Centers, the Department of Homeland Security (DHS) Customs and Border Protection (CBP), and other entities in resolving CLASP issues.

The Contractor shall record lost and stolen passport information, and input passport recovery data in the national data base (PIERS), as well as input/update case information in the CLASP System. The Contractor is responsible for the entire process from mail-open to mail-out and will monitor the accuracy of DS-64s entered into CLASP database. All DS-64s shall be entered into the CLASP database within 48-hours of receipt. The Contractor will destroy recovered passport books/cards in accordance with PPT policy.

C.2.1.4. Office of Internal Controls

The Contractor shall support the Office of Internal Controls to ensure the contract adheres to the PPT IIC Guide. The Contractor will work closely with the Internal Controls Officers (ICO) at the Passport Agencies, Centers, and Facilities to ensure that contract performance procedures are compliant with Internal Controls. The ICOs are normally the Assistant Director or Assistant Regional Director at each location; the ICOs have the full responsibility and authority for coordinating an effective program.

Passport Services has a vigorous Internal Controls Program (ICP) which has the dual tasks of: (1) defining areas where procedures, equipment, or personnel practices leave the system vulnerable to waste, fraud or mismanagement, and (2) devising operating methods of overcoming or at least minimizing those vulnerabilities. The ICP is continually updated and identifies broad categories of vulnerabilities as well as specific items within each category that will be monitored by the ICO.

The Contractor shall draft and, upon approval, implement Internal Controls Procedures the DOS determines to be appropriate.

C.2.1.5. Administrative Support

The Contractor shall provide administrative and operations support at CA/PPT HQ. The Contractor shall liaise, track issues, and coordinate resolutions on any office administration tasks. The Contractor may be required to perform the following tasks: move, tilt, lift, or load/unload heavy boxes; and move other materials, such as large boxes of files, supplies, etc. The Contractor shall use push carts to move large boxes and/or materials.

The Contractor shall provide all administrative, clerical, and other support required for effective operation of the PPT HQ. The Contractor is required to provide administrative assistants to provide administrative or clerical support for DOS employees, special projects (e.g., support for a conference or meeting, representational events), and other assignments as needed. The administrative support shall answer calls, escort visitors, and provide assistance to visitors from DOS and other Government agencies. The Contractor shall draft written correspondence, maintain calendars and schedules, and communicate with high-level PPT officials effectively.

In addition, the Contractor shall provide PPT/HQ and the Regional Offices with a flexible resource pool for administrative support across all offices. Contract personnel shall be responsible for ensuring adequate access control within the PPT offices. The Contractor shall also provide travel support, timesheet entry/validation, order supplies, and format specialized documents. Most PPT offices have a SharePoint site and the Contractor shall work with SharePoint on a daily basis to input data, if required. Guidance should be taken from the Office Director as to specific information that shall be updated. Updated information may include, but is not limited to: revised processes, procedures, schedules, announcements, and other information.

C.2.1.6. Transition Management

In accordance with the Contractor’s finalized Phase-In/Phase-Out Plan, the Contractor shall seamlessly transition this support contract when required. Whether phasing-in from an incumbent contractor or phasing-out to a follow-on contractor, the Contractor shall do so without interruption or compromise in service productivity, timeliness, or quality. Per Executive Order 13495 (Non-displacement of Qualified Workers under Service Contracts), the Government recognizes Contractor’s rights of first refusal and, if necessary, will provide an inbound Contractor the list of incumbent personnel after award.

C.2.2 TRAINING SUPPORT (CLIN X002)

PPT HQ is responsible for the design, development, production, acquisition, distribution, delivery, evaluation and updates of training for all Passport Services staff both in the field at PPT Agencies and Centers as well as at HQ and Regional Offices. The Managing Directors for Issuance and Support shall be staffed with Business Process Analysts to assist in business process improvement and training support.

The Contractor shall provide ongoing training support to PPT Technical Operations Information Technology Systems Support Division (PPT/TO/SS). The Contractor shall assist with addressing a range of issues when changes are made to business processes, including but not limited to: PPT systems, peripheral devices, and other business processes not related to CA-specific software. The Training Support program, must be flexible in every way, including the delivery, methodology and location of training, in order to meet the needs of all PPT staff.

The Contractor shall provide assistance to PPT/TO in its interactions with counterparts in other offices and bureaus as it relates to passport, technical, computer or related security training, in particular, with CA/CST, FSI, IRM, and DS. The Contractor shall assist in developing plans, strategies and schedules for all training programs and projects that increases PPT staff’s effectiveness in PPT processes including the use of systems and applications. The Contractor shall provide on-going support (production, delivery, evaluation, and updates) for existing training packages approved by PPT/TO/SS.

C.2.2.1. Training Plan

The Contractor shall develop a robust training program to ensure that all employees have the skills necessary for their positions. The Contractor shall employ training consistent with applicable DOS standards and performance goals. The Contractor shall develop a Training Plan within sixty (60) days after contract award and submit it to the COR for approval, and shall update the Plan annually. The Training Plan may require periodic revisions to ensure the highest levels of quality performance and handle any changes in processing, policy, or technology throughout the contract term. Any amendments to the Plan shall be submitted to the COR for approval at least ten (10) calendar days prior to implementation. Curricula shall be developed and executed by the Contractor and included in the Training Plan. The Contractor shall include sufficient basic and ad-hoc training in the Training Plan.

C.2.2.2. Training Reports

The Contractor shall provide quarterly training reports, if requested, documenting, at a minimum, the following metrics:

· Complete list of trainings by category held during the previous reporting period

· Locations where the training sessions were held

· Number and names of attendees for each training session (sign-in sheets)

· Cumulative total of students attending training sessions

· Program dollars spent on training sessions

· Training evaluation - submitted from both the trainer(s) and the attendees

· Success rate of the training, including how many of the Contractors who attended the trainings took the final exam and the pass rate (if applicable)

C.2.2.3. Supplemental Training

The Contractor shall submit all proposed training material to the designated Government manager for review and approval. The Contractor shall not implement any training prior to Government approval.

Many existing and/or reengineered processes may require supplemental training; as needed, the Contractor shall develop curricula and training materials on reengineered processes as required by the Government and/or proposed by the Contractor. To limit costs, the Government requires on-line training solutions for this contract in addition to instructor-led sessions where practicable. Existing Contractor employees may be used to develop training curriculum, only with the approval of the onsite Government management, and when there is no impact on PPT operations.

Although not required, the Government encourages the Contractor to develop an effective cross-training program for employees, in order to improve efficiency, develop new job skills, and improve employee morale. As new technological tools, passport processing mechanisms, and fraud prevention methods develop, the Government will allow sufficient time for the Contractor to develop and execute training before implementing new requirements or processes. The amount of time allowed will be determined jointly by the Government and Contractor, and approved by the COR. Specific areas where supplemental training may be required:

· Research related training, including advancements in research methods.

· Customer Service skills and techniques.

· Passport processing-related tasks.

· New passport laws and regulations.

When approved by the Government, the Contractor shall develop and deliver training. The Contractor shall produce, assemble, maintain, and provide training materials for all training. Materials may include, but are not limited to, student handbooks, slide presentations, course syllabus, course outlines, course objectives, lesson plans, examinations, databases or records of attendance, and certificates. Course materials shall be developed and aligned with the procedures manuals and maintained onsite and on DOS’s OpenNet intranet.

C.2.3. OTHER DIRECT COSTS (CLIN X003)

This contract has a separately billed cost reimbursable CLIN for Other Direct Costs (ODCs). The Contractor must obtain written consent from the COR, ACOR, or designated Government Manager prior to obtaining any ODC service or product, and/or billing for any ODC item. Receipts are required for reimbursement of all ODCs. The following ODCs are cost reimbursable under this CLIN: equipment rentals, third-party shipping, non-governmental shipping, and postage. Other reimbursable costs may be identified in the future.

C.2.4. TRAVEL (CLIN X004)

This contract has a separately billed cost reimbursable CLIN for Travel. The Contractor must obtain written consent from the COR, ACOR, or designated Government Manager prior to traveling, and/or billing for any travel. The Contractor shall adhere to the procedures set forth in PWS Section C.2.2.1 Training Support, and complete a training/travel request prior to performing any travel.

All travel shall be conducted in accordance with U.S. Government regulations. The Contractor shall bill for travel costs as part of the standard invoicing process no later than one (1) month after travel takes place. Receipts are required for reimbursement of all travel costs. The Contractor shall coordinate/arrange travel and accommodations for its staff at no direct cost to the Government.

C.2.5. ADDITIONAL OPERATIONAL SUPPORT (CLIN X005)

As indicated in C.1.4, the Contractor shall be prepared to assume passport-related work as such work becomes necessary. This work may be the result of new requirements levied on PPT by Congress or other Government Agencies or the need to balance the workload across the organization. Until the parameters of the effort required to perform any such work are fully known, the Contractor shall work with the PPT Managing Directors or appropriate Office Director to staff the effort effectively and shall be permitted to charge this CLIN on an indefinite-delivery, indefinite-quantity, and cost-reimbursement basis. Additional details are provided in Section B of this contract. The same performance requirements shall apply to CLIN X005 as apply to CLIN X001. Overtime will be handled as a separate CLIN, see Section C.2.6.

C.2.6. OVERTIME (CLIN X006)

The Contractor will allow its personnel to work overtime to address workload issues upon the request of the COR and/or authorized government technical monitor within the work unit assigned. In the event of backlogs, overtime may be requested by the Contractor, approved by a PPT Managing Director, and authorized only by the COR. The Contractor shall not perform any overtime unless authorized in writing by the Managing Director(s) and the COR. Per Section B, overtime shall be billed under CLIN X0006.

C.3. STAFFING REQUIREMENTS

The Contractor shall assign personnel, at all levels, with education, experience, and qualifications commensurate to the Labor Categories required by this contract. As mission dictates, during the life of this contract Labor Categories may be added.

This Section describes the labor categories required by this contract, including detailed position descriptions in order to ensure that the Contractor provides the most technically qualified staff. The position descriptions include wage determination correlations (if applicable), clearance requirements, education, experience, qualifications, and tasks/duties that the Government considers essential for satisfactory contract performance.

In some cases preferred, but not required, personnel qualifications are also stated. Personnel meeting preferred qualifications shall take priority over those without preferred qualifications. Acceptable experience and education substitutions are included in the position descriptions. NO OTHER EXCEPTIONS WILL BE CONSIDERED. The Contractor shall indicate where experience has been substituted for education. Additionally, the Contractor must describe how the experience substituted for education meets the acceptable substitution requirements.

C.3.1. LABOR CATEGORY LIST

The following labor categories are required by this contract:

· Contract Program Support Manager (GS-15 equivalent)

· Deputy Program Support Manager (GS-14 equivalent)

· Team Leader (GS-11 equivalent) (TO/RM)

· Program Support Analyst Level I (GS-9 equivalent) (HQ)

· Business Process Analyst I (GS-9 equivalent) (HQ/RO)

· Business Process Analyst Level II (GS-11 equivalent) (HQ/RO)

· Records Support Associate Level I (GS-6 equivalent) (TO/RM)

· Records Support Associate Level II (GS-7 equivalent) (TO/RM)

· Records Support Associate Level III (GS-9 equivalent) (TO/RM)

· Records Services Cashier (GS-6equivalent) (TO/RM)

· Fraud Associate Level I (GS-6 equivalent) (TO/RM)

· Fraud Associate Level II (GS-7 equivalent) (TO/RM)

· Fraud Research Analyst (GS-9 equivalent) (TO/RM)

· Training Coordinator (GS-11 equivalent) (TO/RM)

·…