statement_of_work_SB1350-15-Q-02006.pdf

Statement of Work U.S. Department of Commerce

International Trade Administration/Global Markets

1.0 General: Short and Long Term Lodging Requirements

1.1 Introduction:

The requirement of this Statement of Work (SOW) is a streamlined lodging procurement process for both short term and long term lodging which will reduce the financial burden on Foreign Service Officers (FSOs) and their families while on authorized travel in the Washington, DC area, as well as that on General Schedule (GS) employees and Locally Employed Staff (LES) that travel to the Washington, DC area for training, while at the same time achieve a cost savings to Global Markets by securing most lodging at a rate lower than the Government per diem in the Washington, DC area.

1.2 Background:

Global Markets (GM) is a business unit within the International Trade Administration (ITA) of the U.S. Department of Commerce (DOC) that assists and advocates for American businesses in international markets to foster economic prosperity in the United States.

The Office of Foreign Service Human Capital (OFSHC) administers the Foreign Service Personnel System for FSOs in the Department of Commerce. This includes authorizing travel benefits in accordance with the Foreign Affairs Manual (FAM), Department of State Standardized Regulations (DSSR) and Federal Travel Regulations (FTR), as appropriate.

OFSHC also administers training programs for all of our personnel (FSOs, GS and LES) employees which range in length from a half-day to one year in length. The primary training program for FSOs is the language training program. Language training requires an FSO to attend classes that are typically six months to 365 days in length. The majority of the language training takes place at one of two facilities, both of which are located near the Rosslyn metro station, in Arlington, Virginia. OFSHC currently authorizes FSOs lodging primarily for long term training, however, additional short term lodging is authorized when FSOs come to Headquarters in Washington, DC for consultations or to attend OFSHC sponsored training courses, when employees are under authorized departure from the post, or when they are about to depart to an overseas or domestic post. New FSOs are required to attend six weeks of OFSHC training. Typically, there are approximately 30 new FSOs admitted to the Commercial Service each year.

In addition, for all GM employees, OFSHC designs, delivers, and assesses a comprehensive training and professional development program aligned to organizational strategy, focused on enhancing employee competencies. The preferred vendor will not only accommodate short term lodging for employees visiting Washington for training, but will also have the capability to provide a meeting room(s) at the same location as the lodging site(s). The lodging designated for the employees in town for training must located near the Metro Center metro station in Washington, DC. Refer to Table 1.4.6.A for more information.

1.3 Objectives:

The objective of this Statement of Work (SOW) is to award an Indefinite Delivery/Indefinite Quantity contract for both short and long term lodging with a vendor that is capable of providing quality temporary lodging at the best possible price in at least two different locations. Lodging locations provided must be conveniently located to the Rosslyn or Metro Center stations based on the specific need of the GM employee(s) (Refer to 1.1.2). Lodging is currently authorized by OFSHC utilizing travel authorizations and the authorized lodging per diem rate. The employee must pay expenses out-of-pocket and subsequently be reimbursed through the travel voucher process. This creates a dis-incentive for the employee to participate in non-mandated training as they are out of pocket for their lodging until reimbursed, which can be very expensive. It is our objective to remove that barrier in order to encourage employees to enroll in training.

Global Markets is seeking a vendor that can support lodging for all employees on travel for both language training (long term) and OFSHC sponsored training (short term).

1.4 Scope:

The vendor, hereafter referred to as the “Contractor”, selected for award shall be responsible for providing GM employees with fully furnished temporary lodging while on travel to the Washington, DC area. The lodging accommodations needed for FSOs enrolled in language training must be located near the Rosslyn metro station in Arlington, VA. The lodging accommodations needed for FSOs, and GS and LES employees attending OFSHC sponsored training must be located near the Metro Center metro station in Washington, DC. The lodging accommodations provided by the Contractor shall satisfy both specific and general requirements detailed within this SOW. Lodging shall be provided in accordance with the specifications listed herein. All contractors submitting proposals shall be capable of providing the required accommodations for the entire duration of the contract. The contractor must not require GM employees to change lodging location during the course of their stay unless a physical problem with the lodging residence/property arises that requires it to be evacuated in order to be repaired or renovated.

The purpose of this contract is to obtain both short and long term temporary lodging for FSO, GS, and LES personnel while on temporary travel in the Washington, DC area. The lodging provided must be at a fixed daily rate which, for most rooms, is lower than the U.S. Government lodging per diem rates in the Arlington, VA/Washington, DC area. GM’s objective is to achieve a fixed discount in which the overall average costs per lodging type is lower than per diem.

Length of stay will vary from one night to 365 nights. Accommodation requirements may be for one person only, or up to a family of four or more occupants in each lodging accommodation.

The range of available furnished lodging options may include standard hotel rooms, extended stay/corporate suite lodging and/or furnished apartments (studio, 1, 2 & 3+ bedroom) units.

Furnished lodging may be located in the same building or in separate buildings, as long as the minimum quantity requirements of the SOW are met. Smoke-free units must be available. All utilities (electric, gas, water, cable) shall be included in the applicable furnished lodging fixed daily rate quoted in the contract.

The venue required for OFSHC sponsored training must be large enough to accommodate up to 45 people, however the typical class size is 20. It must be equipped with tables that can be reconfigured by the users depending on the training format. The room must have either a large TV/monitor or a projection screen and internet access, either wi-fi or dedicated. The Contractor must provide a minimum of two flip charts, either wall mounted or on easels, per training session. A projector or microphones are not required.

The projected training schedule per fiscal year anticipates 30 OFSHC sponsored training classes being delivered. There will be at least four occasions when two or three classes will be scheduled to occur simultaneously. Two or three separate training venues will be required in those situations. The Contractor’s proposal must identify how they will be compensated for the use of the training venue(s).

It is acceptable for the Contractor to sub-contract with other businesses to provide the full range and numbers of room nights, training venue and amenities required.

1.4.1 Reservations and Check-In Services:

The Contractor shall provide web-based reservations service which are backed up by email and telephone service (U.S.-wide toll-free and a telephone line for international callers to utilize).

The Contractor shall respond to all reservations and inquiries within one (1) business day. The Contractor must have a central office responsible for acceptance of reservations from travelers.

The central office will be responsible for lodging reservations (based on availability) and making and confirming the reservation at the room rate per the contract. The central office is the only entity that shall provide travelers their reservation confirmation.

Contractor shall not confirm reservations in excess of the space available to any FSO traveler unless authorized in writing by the Contracting Officer.

The contractor shall provide customer support during both reservation and occupancy stages.

Contractor support must be available via telephone, fax, and internet (web site and email). The Contractor shall provide an emergency toll free number for customers within the US, and a telephone line for international callers, to utilize for all reservation problems. Emergency contact personnel information shall be available 24 hours a day, 365 days a year.

Upon check-in the GM traveler will provide a form of payment to cover direct charges including unauthorized nights, additional fees, or damages.

1.4.2 Lodging Demand:

The Contractor will be expected to be able to fill up to 80 lodging units per room night during the contract, however that requirement is split between units located near Rosslyn, VA (for FSO language training) and those located near Metro Center in Washington, DC (for OFSHC sponsored training). Note that the requirements in Rosslyn will generally be for long term stays (language or other long term FSO training) and the requirement near Metro Center will generally be for short term stays (OFSHC sponsored training).

Location Minimum Number of Units Required per Location

Rosslyn 20 Metro Center 60

1.4.3 Unit Size and Length of Stay:

The expected distribution of the requirement is 65% standard hotel room/studio/one-bedroom, 25% two-bedroom, and 10% three-bedroom units. These numbers may grow and percentages evolve as the use of the program increases. GM anticipates that it will require at least 3,000 room nights per year. It is estimated that the maximum number of room nights required will be 6,500 per year. It is the intention of the Government to award the first task order immediately after contract award.

Minimum Room Type: Length of Stay/Number of People Staying:

Standard Hotel Room 1 week or less for 1 person

Extended Stay/Corporate Less than 30 days and 1 person Accommodations, Studio

Extended Stay/Corporate 30 days or more and 1 person Accommodations, 1 Bedroom Unit or 60 days or less and 1 couple

Extended Stay/Corporate 1 couple over 60 days or Accommodations, 2 Bedroom Unit 1 couple with one child or 1 person with one child

Extended Stay/Corporate, 1 couple with more than one child or 1 person with Accommodations, 3 Bedroom Unit more than one child

1.4.4 Length of Stay and Seasonality:

Contractor must accommodate stays from one to 365 nights. The requirement for lodging is fairly consistent throughout the year, however long term lodging demand peaks in September and January/February when the FSOs begin language training. There is typically a slight reduction in demand for the two weeks around the Christmas/New Year’s holidays in December/January.

1.4.5 Percentage Discount/Costs:

The discounts provided by the Contractor for the base year and subsequent option periods shall apply for the life of the contract. The Contractor shall provide a fixed daily rate for the room(s) proposed for the contract expressed as a percentage (discount or premium) for each room type (Standard Hotel Room, Studio, 1 Bedroom Unit, 2 Bedroom Unit and 3 Bedroom Unit) from the average daily Washington DC/VA per diem rate as issued by GSA each year. The average daily Washington, DC/VA per diem rate for the year must be calculated by adding the GSA published lodging rate for each day of the year and dividing by 365 (366 in a leap year), as shown in the example below.

For example, the average of the FY 2014 per diem rates was calculated as follows:

(Oct 2014 at $222 X 31 =) $6,882 + (Nov 2014 through Feb 2015 at $177 X 120 days) $21,240 + (March 2015 through June 2015 at $229 X 122 days) $27,938 + (July 2015 and August 2015 at $162 X 62 days) $10,044 + (September 2015 at $222 X 30) $6,660 = $72,764 divided by 365 = $199.35.

The room rates for each year will be adjusted each Oct 1, of that year once GSA has published the updated per diem rates, lodging portion. The room rates will be determined by taking the specific percentage discount or percentage premium offered for each room type of the average daily lodging rate as described above. The fixed room night rates proposed for the contract shall be adjusted upward or downward according to the annual average GSA per diem as described above. The total percentage discounted proposed by the Contractor shall be below the current yearly average per diem rate for lodging and all services identified in the SOW.

1.4.6 Lodging Quality Requirements:

All properties proposed by the Contractor must meet the minimum requirements outlined in the table below. Properties that demonstrate a majority of the preferred requirements in 1.4.6.A (Table) will be given preference in the evaluation process. Both long and short term lodging must meet at least the minimum requirements of this SOW to be considered responsive, unless the requirement is noted as inapplicable. In addition to the minimum requirements, assigned lodging must have specific amenities in order to be suitable for the FSO and his/her family and for GS and LES employees. These amenities are described in 1.4.6.B, and must be provided at NO additional charge to the Government, unless the amenity is noted as inapplicable.

The Contractor’s Property Manager, or their representative, must be readily accessible at all times to address the needs or requests of the FSO and his/her family, as well as GS and LES employees. All property staff must conduct business in a professional and ethical manner and provide attentive, conscientious service to GM tenants. All facilities must be in compliance with all Local, State and Federal construction and Life Safety (fire) codes. Contractor shall be in possession of a current, valid certificate of occupancy for each property offered.

Each unit door must be self-closing and equipped with both a primary lock and a secondary security lock. A primary lock is defined as a device that permits a guest to enter a unit using some form of key or pass card and allows the door to be locked while the unit is occupied and when the guest leaves the unit. Pass keys/cards assigned to the Contractor’s appropriate staff members will function to operate only the primary locks. Each guestroom entry door must have a peephole, viewport or window convenient to the door.

An operational, single station smoke detector is required in each guest unit. Hard-wired smoke detectors are preferred. When battery-operated detectors are used, there must be an adequate maintenance program to routinely test and replace batteries.

1.4.6.A Table of Preferred and Minimum Requirements:

Preferred Requirements Minimum Requirements Schools (applicable only for long term lodging sites near the Rosslyn metro station)

Lodging facilities for FSOs with families must be located within a 10 minute walk from both elementary and secondary schools or within one block from the school bus stop

Lodging facilities for FSOs with families must be located within a 20 minute walk from both elementary and secondary schools or within one block from the school bus stop

Property Construction (Urban)

High-rise New or properties renovated within the past 3 years

High-rise New or properties renovated within the past 5 years

Property Construction (Suburban)

Garden style Mid-rise New or properties renovated within the past 3 years

Garden style Mid-rise New or properties renovated within the past 5 years

Geographic Accessibility

Lodging facilities, restaurants, diverse shopping, dry cleaning, recreational opportunities and local attractions are within a 10 minute walking distance from the Rosslyn metro station AND the Metro Center station.

Lodging facilities, restaurants, diverse shopping, dry cleaning, recreational opportunities and local attractions are 10 minute walking distance to a metro stop which may be located two metro stops in either direction of Rosslyn (Clarendon, Court House, Foggy Bottom or Farragut West) AND located two metro stops in either direction of Metro Center (Federal Triangle, Smithsonian, McPherson Square or Farragut West)

Common Features of the Facility

Meeting rooms and recreational facilities (as many types as possible) on-site and at least one venue for 45 people to hold training at the Metro Center location

Meeting rooms, recreational facilities (as many types as possible) and at least one venue for 45 people to hold training at the Metro Center location within a 10 minute walking distance

On-Site Fitness Gym On-site and provided at no additional cost

On-site or within a 10 minute walking distance from the facility and provided at no additional cost

Front desk hours 24/7 + Concierge who will provide assistance regarding local amenities, with taxi arrangements, with entertainment reservations, etc.

24/7

Lodging Finishes & Appliance Grades (Applicable to stays of more than 1 week)

Granite or Corian counters;

Energy Star and less than three years old

Plastic laminate counters; Less than five years old

Kitchen Appliances (Applicable to stays of more than 1 week: Stove, Oven, Microwave, Refrigerator, Freezer)

Included Included

Furniture Standard Equivalent to that in a 3 Star Hotel

Equivalent to that in a 2 Star Hotel

Housewares/ Linen Standards

Equivalent to that in a 3 Star Hotel

Equivalent to that in a 2 Star Hotel

Washer & Dryer (Applicable to stays of more than 1 week)

In unit In unit or in building

Televisions Flat screens Flat screens or Standard televisions

Cable TV Premium channels + basic cable Basic cable High-Speed Reliable Internet Access (Wired or Wireless)

Included Included

Housekeeping Weekly Twice a month Lock box (Applicable to stays of more than 1 week)

In unit On property

1.4.6.B All Properties:

• Shall provide guests with luggage carts and luggage assistance at check-in

• Shall be clean and well-maintained throughout.

• Shall have an elevator available for guests' use in multi-story buildings.

• Shall have adequate illumination in all public areas including all corridors, stairways, landings, and parking areas.

• Shall have good curb appeal with all exterior elements of the property, good building structure and design, and a variety of landscaping.

• All public areas shall have good, comfortable décor with coordinated furniture, fixtures, and equipment that reflect current industry trends. With good quality floor coverings coordinated with the overall décor with good overall lighting that provides good illumination.

• Shall have public corridor walls which are painted, stuccoed, or have vinyl wall covering; all public corridor floors shall be covered with either carpet or vinyl tile;

ceilings shall be painted gypsum board or other finished material.

• Shall have exercise equipment available for a minimum of six users.

• Shall have personnel available to accept packages.

1.4.6.C Each unit shall have the following amenities:

• Furniture, furnishings, linens (bedding, towels);

• Lodging accommodations for stays more than 1 week must include dishwasher, toaster, coffee maker, can opener, dishes (minimum four 4-piece setting), glassware, cookware, flatware, serving pieces, oven mitt and pot holder, measuring spoons and cups, mixing bowl, juice pitcher, iron, ironing board, hair dryer, wastepaper basket, vacuum cleaner, mop, bucket, broom, dust pan, dishcloth or sponge, alarm clock/radio, and all utensils needed in a kitchen for everyday cooking. Sufficient quantities of dishes and tableware will be available for the number of occupants and occasional guests;

• A start-up supply of toilet paper, hand and bath soap, shampoo, and dishwasher detergent (more than one week) to last at least one week;

• Heat and air conditioning controls within the unit;

• One TV set in a standard hotel room, studio or one bedroom or two TV sets in a two or three bedroom, and at least one DVD player in the unit;

• Standard local telephone service with at least one touch-tone telephone instrument in in a standard hotel room, studio or one bedroom or two (2) touch-tone telephone instruments in a two or three bedroom;

• Alarm clock and/or radio;

• Emergency exchange of linens available in the event that the linens must be changed by the occupant after non-working hours (Applicable for stays of 30 days or longer);

• Be thoroughly cleaned and inspected with complete bed and bath linens changed between guest stays;

• Adequate shades, drapes, or blinds to cover all windows or other glass areas with semi- or full blackout capability to provide the guest with privacy;

• A level of soundproofing adequate to muffle outside noises and normal sounds in adjacent units and public areas;

• A parking facility located either on-site or adjacent to the property. The parking facility must accommodate both cars and vans. Parking for one vehicle must be at no charge (Applicable for stays of 30 days or longer);

• Good-sized, well-proportioned rooms with adequate good quality matching furniture that fits the overall décor. Unserviceable furniture will be exchanged within two working days of it being reported

• Wall hangings and/or framed artwork;

• Good quality floor coverings coordinated with the overall décor;

• Sufficient number of comfortable beds (minimum of queen size bed for standard hotel room, studio or master bedroom; twin or queen-size beds for additional rooms) for each occupant, with mattress pad, two sheets, blanket, suitable bedspread, pillows, and pillowcases and spare change of linens. Additional roll-away bed(s), crib(s), or sofa-beds will be available upon request at no additional cost to GM employees (Applicable for long term lodging of 30 days or longer only);

• A nightstand or equivalent by each bed and drawer space adequate for the number of guests; at least one dresser, credenza or armoire with an active light switch at the main entry for each bedroom and at least one enclosed clothes closet with at least 10 detachable wood or plastic hangers;

• A dining table sufficient to accommodate the number of guests in the accommodation (Applicable to stays of more than 1 week);

• At least one private bathroom with commode, sink, a well-lighted mirror, convenient electrical outlet, adequate shelf space, and a tub or shower with a non-slip surface.

All bathroom floor surfaces must be easily cleaned. Carpeting is not acceptable in the commode area. Bathroom should be furnished with at least: wash cloths (4 pieces), hand towels (2 pieces), bath towels (4 pieces), shower curtain, liner & hooks, bath rug, toothbrush holder/bathroom organizer, small wastebasket and laundry basket;

• Living room area will be furnished comfortably in a conversational and television viewing arrangement; including armchair(s) and sofa of fabric upholstery with padded seats, side tables and coffee table. (Less lounge furniture is acceptable for stays of 1 week or less.) Televisions will be located on a credenza top or in an armoire;

• A writing desk or table (minimum 40” x 24”) with adequate lighting, electrical outlet, high-speed internet connection (at no additional cost) and a padded office chair and;

• Designated smoking areas on the facility for residents.

1.4.6.D Accessibility and Health Concerns:

The lodging facilities must contain units that conform with the 2010 American with Disabilities Act Standards for Accessible Design to accommodate all GM employees or their family member if required. All units must be able to pass inspection by local Municipal Health Authorities. Health Department inspection results shall be available for review if requested by GM. (Applies to both long and short term facilities.)

1.4.6.E Renovation Concerns:

GM employees shall not be assigned to rooms undergoing renovation; however, routine preventive maintenance is permitted during occupancy. At no time will renovation or preventive maintenance commence in a room occupied by a GM employee without written prior notification to the concerned employee at least three days before the activity. The Contractor shall also inform the COR or his/her designee of planned renovations. The Contractor will provide alternate accommodations to the GM employee(s) if/when major renovations are required on their unit(s) during their term of occupancy. When such relocation is required for renovation, the Contractor shall provide moving assistance to the evacuated employee, and his/her family if applicable, at NO additional cost.

1.4.6.F Pet Policy:

The contractor must provide a number of units in which pets are allowed at the facility (facilities) for FSOs in long term lodging near the Rosslyn metro station. The Contractor’s offer must include the number of units the facility will provide which permit pets. A pet deposit, not to exceed $300.00 per pet, is acceptable. Pet deposits are to be paid directly to the Contractor by the FSO. The FSOs may have one or more common household pets present in their dwelling unit. The presence of pets is subject to the reasonable requirements of the Landlord, as long as each pet is cared for responsibly and in accordance with applicable Local and State public health, animal control, and animal anti-cruelty laws and regulations. Any additional charges resulting from the presence of pets, such as damage costs, will be the responsibility of the FSO.

1.4.6.G Environmental Leadership:

The contractor shall act in an environmentally, economically, and fiscally-sound manner that is efficient and environmentally sustainable. During contract performance, contractor shall provide goods and services that minimize solid waste, prevent pollution, save energy and other resources, conserve water and reduce greenhouse gas emissions. This includes purchasing efficient (Energy Star or Federal Energy Management Program (FEMP) designated), water-efficient, bio-based, environmentally preferable (e.g., Electronic Product Environmental Assessment Tool (EPEAT) certified), non-ozone depleting, contain recycled content, or are non-toxic or less toxic alternatives, whenever such products and services meet the performance requirements. This requirement is based upon a variety of laws, statutes, regulations and policies including:

• Resource Conservation and Recovery Act, (RCRA);

• Farm Security and Rural Investment Act (FSRIA);

• Energy Policy and Conservation Act;

• National Energy Conservation Policy Act;

• Clean Air Act;

• Energy Independence and Security Act;

• Executive Order 13514, Federal Leadership in Environmental, Energy, and Economic

Performance;

• Executive Order 13423, Strengthening Federal Environmental, Energy, and

Transportation Management;

• EPA Comprehensive Procurement Guidelines (CPG); and

• USDA Bio-based Products Preference Program.

The contractor shall support the Department of Commerce in meeting the federal environmental goals and mandates identified above.

1.4.8 Federal Emergency Management Agency (FEMA):

All properties will be in full compliance of the Hotel and Motel Fire and Safety Act of 1990 throughout the term of the contract. If a property is grandfathered in any requirement of this Act, the reason(s) for non-compliance will be specified in the Contractor’s offer. The offer must describe what remedial action is being taken to address grandfathered reason(s). GM reserves the right to disqualify any property that is not in full compliance after review of the reasons for non-compliance.

1.4.9 Security/Safety:

The Contractor shall provide an environment that is in compliance with all safety codes required by Local, State, and Federal law. At a minimum, all lodging facilities will be required to have the following:

• The contractor facility shall be equipped with preferably Electronic Key Lock system or normal key locks on guest room access doors and all other primary guest entrances and exits in all buildings. Secondary or doors limited to essential staff entry/exit only will employ appropriate measures to ensure limited controlled access.

• The contractor shall have a Fire Protection policy which includes a written plan reviewed by the local fire department, and the contractor shall rehearse this plan with its entire staff at least semi-annually for all buildings.

• The Contractor shall ensure that each community has a minimum of one staff member who can handle security and emergency issues at every property.

• The Contractor shall provide adequate on site front desk and/or security personnel 24 hours per day, seven days per week. These personnel will be capable of handling check-ins, departures and emergency situations.

• The Contractor's designated security manager shall maintain ongoing dialogue with police or equivalent to stay aware of threat/crime in the area. This may include but not be limited to video coverage and surveillance of entrances/exits.

• The Contractor’s parking facility must be equipped with video cameras and lighting sufficient to leave no portion of the lot/garage in total darkness.

1.5 Contract Type and Administration:

It is the intention of GM to award an Independent Delivery/Indefinite Quantity (IDIQ) contract for Lodging as described in this SOW. The procedures for contract administration are outlined below.

The Contractor shall confirm in writing procedures for contact, reservation, guarantee of reservation, control of travel information, and billing. This information is to be delivered to the COR in an electronic format within 30 days of contract award.

The Contractor will only be paid the negotiated room rate for the actual days utilized, and in accordance with what was authorized by the COR. There will be no advance payments.

All financial activities must be auditable to ensure the negotiated rate and services are provided.

The Contractor must delineate the reservation process for GM employees with the following information as a basis for the proposed process. The reservation process must be approved by the COR and the Contracting Officer prior to contract award.

• GM employees receive authorization to travel.

• OFSHC or the operating unit travel coordinator shall send the COR a copy of the travel authorization.

• The GM employee shall contact the Contractor to reserve lodging for the approved travel dates. Information on length of stay and family size, when applicable, must be provided by the employee.

• The COR will contact the Contractor via email to officially authorize the check-in of the GM employee and authorized family members, if applicable. The COR will authorize payment solely for the dates on the travel order. Should the employee wish to arrive earlier or stay later than these dates, the employee must make arrangements with the Contractor for payment of those unauthorized nights.

• The Contractor is to finalize check-in only upon receipt of authorization by the COR.

• The Contractor shall contact the employee and the COR via email to acknowledge the confirmed reservation and check-in. The check-in authorization email will include the following: the traveler’s travel order number, the traveler’s name, number of occupants, and the dates of lodging requested.

• The GM employee will officially check-in to lodging facility.

• When a venue for training is required, the COR will contact the Contractor via email no less than two weeks prior to the scheduled training start date to reserve the space.

The Contractor must confirm the reservation within one business day via email.

Orders may be amended during the term of stay and the updated check-in authorization will be provided to the Contractor by the COR once the COR receives them from OFSHC or the operating unit travel coordinator. Any unauthorized additional nights will be charged to the GM employee directly by the Contractor.

Any fees for services not included in the contract (e.g. pay-per-view movies, long distance telephone charges, pet fees, etc.) are the sole responsibility of the GM employee through a form of payment required at check-in. Damages in excess of normal wear and tear are also the responsibility of the employee. GM is not responsible for damage caused by program participants. All GM employees shall be required to sign an Arrival Condition Report to certify the condition of the property and furnishings/appliances upon their arrival (for stays 30 days or longer).

1.6 Place of Performance and Late Arrival/No-Show/Cancellation Policy:

The place of performance will be the Contractor’s lodging facility (facilities).

Performance will begin for each traveler at the scheduled arrival time, which is defined as 3:00 p.m. on the scheduled date of arrival. GM travelers who have guaranteed their reservation in accordance with the Contractor’s published policy (see 1.5) shall be ensured of their reservation until checkout time on the day following the scheduled arrival time. In the event of a projected late arrival, no-show, or cancellation, the Contractor will be notified by the GM traveler or the COR. The Contractor shall accept such notification via phone call, web site, fax, or email. The Contractor shall accept cancellations without penalty up until 5:00 p.m. on the day before scheduled arrival time.

If a GM traveler with a guaranteed reservation fails to check in, cancel, or modify their reservation within the notification time period as stated above, that GM traveler, at the option of the Contractor, is liable for charges for nights up to the number of days already elapsed in the notification period. If, however, the Contractor is able to assign another GM traveler to that unit to arrive sooner than or closer to the originally scheduled arrival date then the liability will be reduced accordingly. The Contractor will only bill the GM traveler for those nights the unit is not occupied by another GM traveler.

The Contractor must accept changes or modifications of the GM employee’s departure date made by the employee or COR. There shall be no charge for the GM traveler and/or family member(s) early departure. The Contractor shall notify the COR of the traveler's early departure or extension as soon as they are informed of the new date. There shall be no additional charges (beyond the contracted daily rate) for extensions approved by the COR.

1.7 Period of Performance:

The period of performance for the base year of the contract shall be one year from date of award.

The Government retains the right, within its discretion, to extend the period of performance by no more than two option periods of one year each.

1.8 Privacy Act:

Work on this project may require that the Contractor have access to Privacy Information. All Contractor personnel shall adhere to the Privacy Act, Title 5 of the U.S. Code, Section 552a and applicable agency rules and regulations.

1.9 Personal Service:

This contract is not being used to procure personal services which are prohibited by the Federal Acquisition Regulation (FAR) Part 37.104 titled “Personal services contract”.

1.10 Security:

This project is “Unclassified”.

1.11 Key Personnel:

The Contractor’s technical proposal shall identify, and include the resume of, one Primary Point of Contact (PPOC) as the person that will oversee the administration of the contract, preparation of the reports and deliverables, and implementation of the Contractor’s Quality Assurance Plan.

The Contracting Officer must be notified at least two weeks in advance should a situation occur that requires the PPOC to be changed. The Contractor must demonstrate that the replacement PPOC possesses the same skills and competencies as the previous PPOC. The technical proposal shall demonstrate that the Contractor has sufficient staff to provide the services necessary to fulfill the contract requirements.

1.12 Quality Control and Facility Upkeep:

The Contractor’s technical proposal must include a Quality Assurance Plan which shall be implemented throughout the life of the contract in order to meet or exceed the quality standards described in this section. According to this plan, the Contractor shall administer a quality assurance program and shall provide examples of its successful application upon request.

(Examples may include such things as customer comment cards and records of staff training implemented as a result of customer recommendations.) The Contractor’s Quality Assurance Plan is subject to review, approval and acceptance by the Government.

The Quality Assurance Plan must include inspections of all units prior to the arrival of new guests to assure all systems are working properly and the units, furnishings and appliances meet the highest standards of cleanliness and serviceability. The Contractor shall also have a mold and pest abatement program which is implemented by a certified technician at least once a month in order to assure that all units are free from these hazards. Any customer reports of mold or pests must be immediately assessed by a certified technician. The Contractor must provide the COR with written assurance that the problem has been properly addressed. Any unit reported to have mold will be removed from use until a certified technician has provided written guarantee that the unit is free of harmful levels of mold. GM will not be responsible for any additional charges due to this program.

The records of inspections, customer satisfaction forms and customer complaint forms shall be kept and made available to the GM until final settlement of any claims under this contract. At that conclusion of the contract, the Contractor shall turn over these records to the Government, as requested. Customer satisfaction shall be above the 90th percentile in all customer satisfaction instruments utilized.

The Contractor shall have and adhere to an established renovation plan for continued maintenance and upkeep of the facility and lodging accommodations. At a minimum, the plan must include room furnishings, facility support system (heating, plumbing, electrical, ventilation and air conditioning) and appearance of public areas. The Contractor shall adhere to all terms and conditions of the contract during all renovations occurring during the performance of the contract. All permits and certificates of occupancy will be the responsibility of the Contractor.

GM will not be responsible for any additional charges due to this renovation plan.

The Contractor’s Quality Assurance Plan shall include their customer service philosophy and their practices for addressing and responding to customer complaints. Complaints are to be addressed and the resolution defined within three days. The Contractor shall meet or exceed the quality standards put forth in its customer service policies and procedures for ensuring high quality customer service and resolving customer complaints. The Contractor shall inform the COR of any customer complaints, along with the remedy and time it took for the corrective action to occur.

The Contractor’s Quality Assurance Plan shall include quarterly feedback session(s) conducted by the Contractor and open to the participation of all GM guests. This session(s) will include the Contracting Officer, as appropriate, the COR and GM program personnel. Customer feedback and timely resolution of complaints and issues will become a portion of the Contractor evaluation at the end of the life of the contract.

Table 1.12.A below outlines how the Contractor’s performance will be assessed by the COR.

1.12.A Surveillance Checklist

Desired

Outcome Required Service

Performance Standards/ Acceptable Quality Levels

(AQL)

Monitoring Method

Provide all lodging needs for Global Markets employees

Provide lodging to meet all needs under this contract

1- Meet 100% of temporary lodging requests approved by

COR.

2- Provide appropriate lodging size (up to 3 bedroom units) 97% of the time starting on day one of arrival for the approved family size.

Review of monthly occupancy reports

Provide the highest standards of service

Provide outstanding service to participants

1- All routine service requests will be responded to within a 24 hour of notification and repairs will be completed on 95% of complaints within a 48 hour period to the satisfaction of the FSO.

2- All emergency service requests, i.e. water damage, gas leak, lack of; electricity, water, heat, air conditioning, refrigeration, or cooking facilities, will be responded to within 2 hours of notification and will be repaired to the satisfaction of the guests within a 6 hour period 95% of the time.

3- If repairs cannot be accomplished within above time limits guest will be offered a move to a suitable lodging accommodation.

Review of the results of the quarterly feedback sessions and the lodging evaluation surveys

Provide outstanding customer satisfaction

Customer satisfaction will be to the highest extent possible

1- An average of 90% or better on all customer satisfaction surveys received by the contractor, (surveys used must be approved by the COR – see 1.13).

2- An average of 7 or higher (1- 10 scale; 10 highest score) on the Lodging Program Evaluation Survey with questions related to satisfaction. The two questions have to do with: Will the GM employee re-use the program in the future? and Will the GM employee recommend it to their colleagues?

3- Complaints will be reported to the COR upon receipt along with proposed remedy and resolution.

Remedy will be sought immediately. COR will open a trouble report and keep it open until customer is satisfied of resolution or COR is convinced that no resolution is feasible.

1 - Monthly review of the results of the quarterly feedback sessions and yearly review of the lodging evaluation survey.

2 - Resolution of individual complaints will be reported so that the actions to issue and actions taken to resolve can be closely monitored by COR.

Provide highest quality rooms, lodging accommodations, furniture and appliances

Rooms, lodging accommodations, furniture and appliances will be in a clean and serviceable condition upon the arrival of guests

1- An average rate of 90% or better on Arrival Condition Report to be filled out by the GM employee upon arrival.

The report is to identify satisfaction with the condition and cleanliness of the lodging accommodations, furniture and appliances. Copies of all reports will be submitted to the COR for review no later than the day after the GM employee’s arrival.

2- Identified problems in this survey will be addressed within 48 hours of the FSOs’ arrival to their satisfaction 99% of the time.

Monthly review of Arrival Condition Reports

Provide highest quality check-in experience.

Customer check in experience will be smooth and seamless

1- At least one week prior to check-in the Contractor will provide all program participants with a package of information about their stay

Monthly review of Arrival Condition Reports and check-in procedures.

2- All participants will be greeted upon check-in and will be offered assistance with luggage as needed.

Continue to provide and maintain the highest quality residences, furniture and appliances.

Continually repair, clean, and upgrade residences, furniture and appliances.

Contractor will develop and maintain a maintenance and replacement program to assure the continued upkeep of all premises, finishing and appliances.

1- Review of maintenance and replacement program upon contract award and whenever requested.

2- Review of survey responses.

Environmental Leadership

Maintain or implement environmentally friendly practices (i.e. recycling programs, use of eco-friendly products at facility and incorporated into service, energy/water or waste reduction efforts, awareness literature for guests.

Contractor will maintain existing and implement new environmentally friendly procedures for practice throughout facility and services offered.

Semi-annual COR review of facilities to be conducted to monitor eco-friendly practices provided by facility to ensure facility is making best effort to be an environmental leader in the hospitality industry.

Reducing Environmental footprint of facilities servicing GM employees

Reduce environmental footprint by 2% at the end of the contract.

100% level of acceptability

Annual report demonstrating facilities are reducing their environmental footprint with regards to energy consumption, water conservation, greenhouse gas emissions, and considering environment.

Rodent, Insect and Pest Free Healthy, Clean Environment

All rodent, insect and pest service requests will be responded to immediately upon GM Traveler and/or COR notification and a report of incident and remedy will be supplied to the COR within 24hrs of incident, COR will also have access to records if requested of preventative maintenance during performance.

Meet 100% of GM Traveler’s request/complaints and reporting to COR.

1 - Review of Customer Satisfaction Surveys from the quarterly feedback sessions 2 - Random on-site room and common area inspections by

COR

1.13 Deliverables/Reports:

The Contractor shall attend a kick-off meeting no later than one week after award. The meeting will be conducted at GM/OAS’ office at 1401 Constitution Ave, NW in Washington, DC. The Contractor’s Primary Point of Contact must attend the kick-off meeting. The Contractor shall submit proposed report formats within 10 days after contract award for the COR or his/her designee for review and approval. Thereafter, the Contractor shall submit all reports in writing or e-mail in the same format each time with the original provided to the COR or his/her designee.

Acceptance of all written documents and other deliverables will be contingent upon the COR’s review and approval. The Contractor shall notify the COR of problems or potential problems affecting performance as soon as possible. Verbal reports must be followed by written reports within 5 working days.

1.13.A Required Deliverables:

• Reservation Reports: The Contractor shall provide a reservation report(s) on a weekly basis beginning with each Monday of each week, by 3:00 p.m. The report shall itemize reservations per individual GM traveler and must include the name of the traveler, their travel authorization number, the date of arrival, the length of stay reserved, the type of room, the location of the room, and the room rate. The first Reservation Report shall be sent by the last Monday first month of contract award or as requested by the COR.

• Occupancy Report: The Contractor shall provide a monthly occupancy report no later than 3:00 p.m. on the 5th day of each month for the preceding month starting with the first month after contract award. Final costs at the end of an employee’s occupancy must be invoiced within 30 days of their departure.

• Invoices: The contractor shall provide one consolidated monthly invoice for all lodging provided during the preceding month, itemized by individual GM employee. Invoices are to be issued on the fifth day of each month. The invoice must include for each traveler the name, travel authorization number, date of arrival, date of departure, total room nights, type of room, location of room and room rate.

• Arrival Condition Report: The contractor shall develop a report to be administered to each GM employee upon arrival and review of the unit to which they are assigned. The report must be prepared and delivered to the COR no later than 3 days after the arrival of each guest. The report must include, but is not limited to, level of check-in assistance provided by the Contractor, whether the Contractor provided assistance with luggage, whether all appliances in the unit are in good working order, the level of cleanliness in the unit, whether the unit is adequately supplied with lighting, linens, towels, bath tissue, dishes, cutlery, and cookware (as applicable). The Contractor must present the template of the Arrival Condition Report no later than 30 days after award to the COR for approval prior to its implantation.

• Lodging Evaluation Survey: The Contractor shall develop and present a Lodging Evaluation Survey to be administered to each departing GM employee. The survey template must be prepared and delivered to the COR for approval no later than 30 days after contract award. The survey shall include but is not limited to, questions concerning whether the employee would stay at the same facility again, whether the employee would recommend the facility, the cleanliness of the facility, the state of the appliances and equipment in the units, the overall appearance of the unit and the property, the customer service provided by the Contractor’s staff, and the level of convenience to metro stations, shopping facilities, recreational facilities and schools (where applicable). The Lodging Evaluation Surveys completed by the departing guests must be submitted to the COR no later than 3 days after their departure.

• Annual Environmental Report: The Contractor shall submit a report to the COR that demonstrates how the lodging facilities have reduced their environmental footprint with regards to energy consumption, water conservation and greenhouse gas emissions during the previous year.

• Mutually agreed upon ad hoc reports designed to manage the program. The Contractor shall provide these reports as requested by the COR or his/her designee.

1.13.B Report Designations All deliverables/reports delivered by the Contractor to GM under this contract shall prominently show on the cover of the report:

• Name and Business address of the Contractor

• Contract number and delivery order number(s)

• Date of report

1.13.C Reports Destination Deliverables/reports under this contract shall be sent to the following address:

U.S. Department of Commerce GM/Office of Administrative Services 1401 Constitution Ave. NW, Room 21010 Washington, DC 20230

1.13.D Deliverable Due Dates

Kick-Off Meeting No later than 1 week after award Sample Reservation Report Present at Kick-Off Meeting Reservation Report Due each Monday Sample Occupancy Report Present at Kick-Off Meeting Occupancy Report Due the 5th day of each month Sample Invoice Present at Kick-Off Meeting Invoices Issued the 5th day of each month Sample Arrival Condition Report No later than 30 days after…