Solicitation 47PL0220Q0014 Call Center.pdf
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GENERAL�SERVICES�ADMINISTRATION��
PUBLIC�BUILDING�SERVICES��
NORTHWEST�ARCTIC�REGION��
FACILITIES�MANAGEMENT�SERVICES�PROGRAM��
SERVICE�CONTRACTS�BRANCH�(10PMM)��
400�15TH�STREET�SW��
AUBURN,�WASHINGTON�98001-6599�
ISSUANCE�OF�THIS�SOLICITATION�DOES�NOT�WARRANT�THAT�FUNDS�ARE�PRESENTLY�AVAILABLE�FOR�
AWARD�OF�A�CONTRACT.�AWARD�OF�A�CONTRACT�SHALL�BE�SUBJECT�TO�THE�AVAILABILITY�OF�
APPROPRIATED�FUNDS,�AND�THE�GOVERNMENT�SHALL�INCUR�NO�OBLIGATION�UNDER�THIS�SOLICITATION�
IN�ADVANCE�OF�SUCH�TIME�AS�FUNDS�ARE�MADE�AVAILABLE�TO�THE�CONTRACTING�OFFICER�FOR�THE�
PURPOSE�OF�CONTRACT�AWARD.�
THIS�SOLICITATION�IS�ISSUED�UNDER�NAICS�541618�IN�ACCORDANCE�WITH�FAR�12.6�and�13.5�
SOLICITATION�NO:� 47PL0220Q00014�
PROJECT:� Call�Center�and�Facilities�Operations�Support� for�GSA�Region�10�locations�in,�Alaska,� Idaho,�Oregon�and�Washington�
LOCATION:� Physical� worksite� to� be� identified� by� the� contractor.�Personnel�under�this�contract�will� not� be� required� to� physically� report� to� a� federal�facility.�
PERIOD�OF�PERFORMANCE:� BASE�Year:���October�1,�2020�–�September�30,�2021�
Option�Year�1:�October�1,�2021�–�September�30,�2022� Option�Year�2:�October�1,�2022�–�September�30,�2023� Option�Year�3:�October�1,�2023�–�September�30,�2024� Option�Year�4:�October�1,�2024�–�September�30,�2025�
SOLICITATION�ISSUE�DATE:� May�22,�2020� PROPOSAL�DUE�DATE/TIME:� June�12,�2020�@�2:00�PM�PACIFIC�
NOTE:�ANY�QUESTIONS�REGARDING�THIS�SOLICITATION�MAY�BE�DIRECTED�TO�THE�FOLLOWING�GSA�
PERSONNEL�BY�June�4,�2020�
� Karisa�Kelley,�Contract�Specialist� � � � Jessica�Wilde,�Contracting�Officer� � (206)�929-8191;�karisa.kelley@gsa.gov�� � � (503)�926-2428;�jessica.wilde@gsa.gov�
*At�time�of�award,�GSA�reserves�the�right�to�reduce�the�base�year�period�of�performance�to�less�than�12�months�(but�no�less�than�6� months)�and�any�reduction�to�the�base�year�period�of�performance�will�result�in�a�revised�start�date�for�the�option�years.�Option�years�will� remain�at�the�anticipated�12-month�period�of�performance.*�
NOTICE�TO�OFFERORS�OF�SUBCONTRACTING�PLAN�REQUIREMENTS�(MAR�2020)�
THE�GENERAL�SERVICES�ADMINISTRATION�(GSA)�IS�COMMITTED�TO�ASSURING�THAT�MAXIMUM�PRACTICABLE�OPPORTUNITY�IS�PROVIDED�TO�
SMALL,� HUBZONE� SMALL,� SMALL� DISADVANTAGED,�WOMEN-OWNED,� VETERAN-OWNED,� AND� SERVICE-DISABLED� VETERAN� OWNED� SMALL� BUSINESS� CONCERNS� TO� PARTICIPATE� IN� THE� PERFORMANCE� OF� THIS� CONTRACT� CONSISTENT� WITH� ITS� EFFICIENT� PERFORMANCE.� GSA�
EXPECTS�ANY�SUBCONTRACTING�PLAN�SUBMITTED�PURSUANT�TO�FAR�52.219-9,� SMALL�BUSINESS�SUBCONTRACTING�PLAN,�TO�REFLECT�THIS� COMMITMENT.�THE�PLAN�MUST�DEMONSTRATE�A�CREATIVE�AND� INNOVATIVE�PROGRAM�FOR� INVOLVING�SMALL,�HUBZONE�SMALL,�SMALL�
DISADVANTAGED,� WOMEN-OWNED,� VETERAN-OWNED,� AND� SERVICE-DISABLED� VETERAN� OWNED� SMALL� BUSINESS� CONCERNS� AS�
SUBCONTRACTORS�IN�THE�PERFORMANCE�OF�THIS�CONTRACT.�
TABLE�OF�CONTENTS�
SECTION� PAGE�
TABLE�OF�CONTENTS� 2�
NOTICE�CONCERNING�SOLICITATION� 3�
SYNOPSIS� 6�
SF�18� 8�
SECTION�B�–�SERVICES,�ORDERING�AND�PRICES� 9�
SECTION�C�–�PERFORMANCE�WORK�STATEMENT� 10�
SECTION�D�–�PACKAGING�AND�MARKING� 30�
SECTION�E�–�INSPECTION�AND�ACCEPTANCE� 31�
SECTION�F�–�DELIVERIES�OR�PERFORMANCE� 33�
SECTION�G�–�CONTRACT�ADMINISTRATION�DATA� 34�
SECTION�H�–�SPECIAL�REQUIREMENTS� 37�
SECTION�I�–�CLAUSES� 44�
SECTION�J�–�EXHIBITS�AND�ATTACHMENTS� 62�
SECTION�K�–�REPRESENTATIONS,�CERTIFICATIONS�AND�OTHER�STATEMENTS�OF�
OFFERORS� 63�
SECTION�L�–�INSTRUCTIONS,�CONDITIONS,�AND�NOTICE�TO�OFFERORS� 89�
SECTION�M�–�EVALUATION�FACTORS�FOR�AWARD� 91�
EXHIBIT�1�–�WAGE�DETERMINATIONS� 96�
EXHIBIT�2�-�SENSITIVE�BUT�UNCLASSIFIED�BUILDING�INFORMATION��� 107�
EXHIBIT�3�–�SERVICE�REQUEST�AND�WORK�ORDER�FORMATS� 111�
EXHIBIT�4�–�NCMMS�WORK�REQUEST�CALL�TYPES� 117�
EXHIBIT�5�–�QUALITY�ASSURANCE� 118�
EXHIBIT�6�–�CALL�CENTER�HISTORY�DATA� 122�
EXHIBIT�7�–�SUBCONTRACTING�PLAN�TEMPLATE� 123�
ATTENTION�QUOTERS:�This�notice�has�been�prepared�to�point�out�some� of�the� important�sections�or� requirements�of� this�solicitation� or� to� provide� you� with�additional� information� related� to� this� proposed�contract.� � Please� note�that� it� is�not� inclusive�-�you�are�cautioned�to�carefully�read�the�entire� solicitation� in�order� to� be� fully�aware� of�all� requirements,� provisions,�and� clauses.�
GENERAL�SERVICES�ADMINISTRATION’S�MISSION�
To�provide�quality�services�required�by�our�clients�in�a�timely�manner�and�to�ensure�the�best�value�to�the� Federal�Government�and�the�public�thereby�enhancing�our�clients’�ability�to�accomplish�their�mission.� “SHALL”�“WILL”�and�“MUST”� Throughout�this�solicitation,�the�terms�“shall”�“will”�and�“must”�are�used.��“Shall”� “will”�and�“must”�denote� the�imperative.��They�indicate�an�obligation�to�act.�� In�this�solicitation,�and�any�resulting�contract,�“shall”� “will”�and�“must”�have�the�same�meaning.�
SOLICITATION�ISSUED�ELECTRONICALLY��
This�solicitation�is�being�issued�electronically�as�of�the�solicitation�issue�date�on�the�title�page.�The�quoter� shall�not�alter�the�solicitation�or�any�component�thereof�(i.e.�drawings,�etc.).�The�Government’s�version�of� the�solicitation�and�accompanying�components�take�precedence�if�a�discrepancy�arises�between�the�ver-sion�issued�by�the�Government�and�the�signed�documents�submitted�by�the�quoter.�
INFORMATION�COLLECTION�REQUIREMENTS��
The�information�collection�requirements�contained�in�this�solicitation/contract�are�either�required�by�regu-lation�or�approved�by�the�Office�of�Management�and�Budget�pursuant�to�the�Paperwork�Reduction�Act� and�assigned�OMB�Control�No.�3090-0163.�� SYSTEM�FOR�AWARD�MANAGEMENT�(SAM)�REPLACES�CCR�and�ORCA� In�accordance�with�FAR�Parts�1,�2,�4,�13,�32,�and�52�contractors�must�have�an�active�profile�in�the�SAM� database�prior�to�award�of�any�contract,�basic�agreement,�basic�ordering�agreement,�or�blanket�purchase� agreement.��No�award�will�be�made�to�any�contractor�without�an�active�profile�in�SAM.���
AFFIRMATIVE�PROCUREMENT�PROGRAM�(APP)�
GSA�has�implemented�an�Affirmative�Procurement�Program�intended�to�maximize�the�use�of�recovered� materials,� environmentally� preferable,� and�bio-based� products.� � Quoters� should� familiarize� themselves� with�the�requirements�for�using�and�reporting�on�the�use�of�such�materials�in�performance�under�any�re-sultant�contract.� FAR�23.7�requires�consideration�of�environmental�factors�when�purchasing�products�and�services.��FAR� 4.303�and�FAR�52.204-4�requires�double�sided�printing�on�recycled�paper�for�all�reports�required�by�this� contract.��FAR�52.223-10�encourages�vendors�to�practice�waste�reduction.�
SAFEGUARDING�DOCUMENTS�
Associated�plans,�drawings,�or�specifications�provided�under�this�solicitation�are�intended�for�use�by�pro-spective�bidders/quoters� (and� their�subcontractors� and�suppliers).� � In�support�of� this� requirement,�GSA� requires�bidders/quoters�to�exercise�reasonable�care�when�handling�documents�relating�to�building�draw-ings/plans,�security�equipment,�security�equipment�installations,�and�contract�guard�service,�to�include:� 1)�Limiting�reproduction�and/or�dissemination�of�covered�materials�only� to�persons/parties�related�to�this� acquisition�or�otherwise�authorized�to�receive�such�information;�
2)�Making�every�possible�effort�that�is�reasonable�and�prudent�to�prevent�unauthorized�disclosure�of�this� information;� 3)�Upon�award�and�completion�of�any�appeals�process,�unsuccessful�bidders/quoters�making�every� rea-sonable�and�prudent�effort�to�destroy�or�render�useless�all�information/documentation�received�during�the� solicitation�and/or�appeals�process;�and� 4)�The�awardee�continuing�the�efforts�required�above�throughout�the�entire�term�of�contract�and�for�what� specific�time�thereafter�as�may�be�necessary,�as�determined�by�the�awardee.�
PERFORMANCE�BASED�SPECIFICATIONS�
Note� that� the� service� specifications� included� in� this� solicitation� are� performance-based� specifications.� These�specifications�express� the�Government’s� requirements�in� the�form�of�minimum�quality�standards.� Work� schedule,� frequencies,� resources� utilized,� and�methods� of�performance� are� to�be�determined�by� quoters.� This�solicitation�is�issued�under�NAICS�541618�IN�ACCORDANCE�WITH�FAR�12.6�and�13.5.�
GSAR�552.219-72�PREPARATION,�SUBMISSION,�AND�NEGOTIATION�OF�SUBCONTRACTING�
PLANS�(OCTOBER�2016)�
(a)�When�submitting�a�subcontracting�plan�in�accordance�with�FAR�52.219-9,�the�offeror�shall�sub-mit�a�subcontracting�plan�with�its�initial�offer.�The�subcontracting�plan�will�be�negotiated�concurrently� with�price�and�any�required�technical�and�management�proposals,�unless�the�offeror�submits�a�previ-ously-approved�commercial�plan.�
(b)�Maximum�practicable�utilization�of�small,�HUBZone�small,�small�disadvantaged,�women-owned,� veteran-owned,�and�service-disabled�veteran�owned�small�business�concerns�as�subcontractors�is�a� mat-�ter�of�national�interest�with�both�social�and�economic�benefits.�The�General�Services�Administra-tion�(GSA)�expects�that�an�offeror’s�subcontracting�plan�will�reflect�a�commitment�to�assuring�that� small,�HUBZone�small,�small�disadvantaged,�women-owned,�veteran-owned,�and�service-disabled� veteran�owned�small�business�concerns�are�provided�the�maximum�practicable�opportunity,�consistent� with�effi-�cient�contract�performance,�to�participate�as�subcontractors�in�the�performance�of�the�result-ing�contract.�An�offeror�submitting�a�commercial�plan�can�reflect�this�commitment�through�subcontract-ing�opportunities�it�provides�that�relate�to�the�offeror’s�production�generally;�i.e.,�for�both�its�commercial� and�Government�business.�
(c)�GSA�believes�that�this�potential�contract�provides�significant�opportunities�for�the�use�of�small,� HUBZone�small,�small�disadvantaged,�women-owned,�veteran-owned,�and�service-disabled�veteran� owned�small�business�concerns�as�subcontractors.�Consequently,�in�addressing�the�eleven�elements� de-�scribed�at�FAR�52.219-9(d)�of�the�clause�in�this�contract�entitled�Small�Business�Subcontracting� Plan,�the�offeror�shall:�
(1)�Demonstrate�that�its�subcontracting�plan�represents�a�creative�and�innovative�program�for�in-volv-�ing�small,�HUBZone�small,�small�disadvantaged,�women-owned,�veteran-owned,�and�service-disabled�veteran�owned�small�business�concerns�in�performing�the�contract.�
(2)�Include�a�description�of�the�offeror’s�subcontracting�strategies�used�in�any�previous�con-tracts,�significant�achievements,�and�how�this�plan�will�build�upon�those�earlier�achievements.�
(3)�Demonstrate�through�its�plan�that�it�understands�the�small�business�subcontracting�pro-gram’s�objectives�and�GSA’s�expectations,�and�it�is�committed�to�taking�those�actions�necessary�to� meet�these�goals�or�objectives.�
(d)�In�determining�the�acceptability�of�any�subcontracting�plan,�the�Contracting�Officer�will�take�each� of�the�following�actions:�
(1)�Review�the�plan�to�verify�that�the�offeror�demonstrates�an�understanding�of�the�small�busi-ness�subcontracting�program’s�objectives�and�GSA’s�expectations�with�respect�to�the�program�and� has�includ-�ed�all�the�information,�goals,�and�assurances�required�by�FAR�52.219-9.�
(2)�Consider�previous�goals�and�achievements�of�contractors�in�the�same�industry.� (3)�Consider�information�and�potential�sources�obtained�from�agencies�administering�national� and�local�preference�programs�and�other�advocacy�groups�in�evaluating�whether�the�goals�stated�in� the�plan�adequately�reflect�the�anticipated�potential�for�subcontracting�to�small,�HUBZone�small,� small�disadvan-�taged,�women-owned,�veteran-owned,�and�service-disabled�veteran�owned�small� business�concerns.�
(4)�Review�the�offeror’s�description�of�its�strategies,�historical�performance�and�significant� achieve-�ments�in�placing�subcontracts�for�the�same�or�similar�products�or�services�with�small,�HUB- Zone�small,�small�disadvantaged,�women-owned,�veteran-owned,�and�service-disabled�veteran�owned� small�business�concerns.�The�offeror’s�description�can�apply�to�commercial�as�well�as�previous�Gov-ernment�contracts.�
(e)�Failure�to�submit�an�acceptable�subcontracting�plan�and/or�correct�deficiencies�in�a�plan�within� the�time�specified�by�the�Contracting�Officer�shall�make�the�offeror�ineligible�for�award.�
(End�of�provision)�
CURRENT�CONTRACTOR�
The�current�contractor�is�McKinstry�Essention,�LLC.�located�in�Seattle,�Washington.�The�current�monthly� price�is�$21,667.00.�Because�the�specifications�are�performance�based�it�is�the�responsibility�of�the� quoter�to�review�the�entire�solicitation�and�base�their�quote�on�the�solicitation.�
NOTICE�CONCERNING�COMPLETION�OF�SOLICITATIONS�
Quoters�are�cautioned�to�carefully�read�the�entire�solicitation�in�order�to�be�fully�aware�of�all�requirements,� provisions�and�clauses.�Fill-ins�should�be�properly�completed�and�verified.�All�copies�should�contain�the� same�information.��Verify�calculations�before�signing�your�bid.� See�Section�L�for�additional�details�on�submission�requirements.�
CONTRACTOR�DATA�UNIVERSAL�NUMBERING�SYSTEM�(DUNS)�NUMBER.�
Enter� your�DUNS�number� in� on� the�SF18.��If� you�do�not�know�or�do�not�have�a�DUNS�number� please� contact�Dun�and�Bradstreet�directly�to�obtain�one.�A�DUNS�number�will�be�provided�immediately�by�tele-phone�at�no�charge�to�you.��For�information�on�obtaining�a�DUNS�number,�you�should�call�Dun�and�Brad-street� at� 1-866-705-5711.� � Be�prepared� to� provide� the� following� information:� � (1)� Company� name,� (2)� Company�address,�(3)�Company�telephone�number,�(4)�Line�of�business,�(5)�Chief�executive�officer/key� manager,�(6)�Date�the�company�was�started,�(7)�Number�of�people�employed�by�the�company,�(8)�Com-pany�affiliation.��
FAIR�LABOR�STANDARDS/SERVICE�CONTRACT�ACT�PRICE�ADJUSTMENT�PROVISIONS�
If�this�is�a�multiyear�service�contract�or�a�service�contract�that�may�exceed�a�year�in�length�if�options�are� exercised,�quoters�should�note�the�price�adjustment�provisions�in�Section�I�of�this�solicitation�and�Exhibit� 1,�Applicable�Wage�Determination.�
PROMPT�PAYMENT�DISCOUNT�
In�the�SF�18�of�the�solicitation�and�possibly�the�solicitation�pricing�page(s),�is�to�be�used�to�offer�prompt� payment� discounts.� � Payment� terms� are� set� forth� in� the� Prompt� Payment� clause� in� this� solicitation.� Quoters�are�cautioned�against�inserting�any�statement�that�indicates�that�payment�is�due�sooner�that�the� time�stipulated�in�the�Prompt�Payment�clause.��EXAMPLE:��Inserting�"Net�20"�may�cause�the�offer�to�be� rejected�as�unacceptable,�because�the�entry�would�be�contrary�to�the�30-day�payment�terms�specified�in� the�Prompt�Payment�clause.�
OPTION�TO�EXTEND�SERVICES�
Quoters�should�note�that�Section�I�of�this�solicitation�includes�FAR�52.217-8,�Option�to�Extend�Services,� which�allows� the�Government�the�unilateral�option�to�extend�the�term�of�any�resultant�contract�up�to�six� months,�exclusive�of�any�other�option�provisions�which�may�be�included�as�part�of�any�resultant�contract.�
NOTICE�TO�PROCEED�(NTP)�
Notice� to�Proceed� (NTP)�will�NOT�be� issued� until� the�COR�has�officially�notified� the� CO�that� approved� clearances�for�proposed�employees�have�been�received�and�approved.�
PREPARATION�COSTS�
This�RFQ�does�not�commit�the�Government�to�pay�for�the�preparation�and/or�submission�of�a�quotation.�
PRE-QUOTE�CONFERENCE�
A�virtual�pre-quote�conference�has�been�scheduled�for�this�solicitation�for�June�1,�2020�at�1:00�PM�Pacif-ic.�Please�see�the�Pre-quote�Conference�Attendance�Form�(Attachment�3)�for�details.� [THIS�NOTICE�SHOULD�BE�REMOVED�BEFORE�OFFER�IS�SUBMITTED�TO�GSA]�Rev.�July�2017��
COMBINED�SYNOPSIS�/SOLICITATION�47PL0220Q0014�
Call�Center�and�Facilities�Operations�Support�for�GSA�Region�10�locations�in�� Alaska,�Idaho,�Oregon,�and�Washington�
This�is�a�combined�synopsis/solicitation�for�commercial�items�prepared�in�accordance�with�the� format�in�subpart�12.6,�as�supplemented�with�additional�information�included�in�this�notice.�This� announcement�constitutes�the�only�solicitation;�proposals�are�being�requested�and�a�written� solicitation�will�not�be�issued.� The�purpose�of�this�acquisition�is�for�General�Services�Administration�(GSA),�Northwest�Arctic� Region�to�procure�Call�Center�and�Facilities�Operations�Support�for�GSA�Region�10�locations�in�� Alaska,�Idaho,�Oregon,�and�Washington.�� The�contractor�shall�provide�the�management,�supervision,�labor,�manpower,�subcontracts,� materials,�equipment�and�supplies�necessary�to�provide�call�center�and�facilities�operations�and� support�and�related�services�in�a�responsible,�cost�effective,�environmentally�friendly�manner.� These�services�are�to�be�performed�7�days�per�week,�365�days�per�year.�� The�current�contractor�is�McKinstry�Essention,�LLC�located�in�Seattle,�WA.�The�current�monthly� price�is�$21,660.67.�Because�these�specifications�are�performance�based�it�is�the�responsibility� of�the�Quoter�to�review�the�entire�solicitation�and�base�their�proposal�on�the�forthcoming� solicitation.�� This�is�a�firm-fixed�price�procurement.�The�solicitation�will�be�issued�as�request�for�quote.�The� North�American�Industry�Classification�System�(NAICS)�code�is�541618,�PSC�R499,�with�a�size� standard�of�$16.5.�All�Small�Businesses�are�encouraged�to�submit�an�offer.�Performance-based� contracting�does�apply�to�the�procurement.� This�procurement�is�being�solicited�with�a�12-month�base�period�from�October�1,�2020�through� September�30,�2021,�with�potential�of�4�one-year�options.�� The�solicitation�and�any�subsequent�documents�related�to�this�procurement�will�be�available�via� the�internet�only.�No�hard�copies�of�the�solicitation�or�related�documents�will�be�mailed.�The� solicitation�will�be�posted�to�the�beta.SAM.gov�website.�Quoters�will�be�responsible�for� monitoring�bet.SAM.gov�for�amendments�and/or�additional�information�and�are�responsible�for� downloading�their�own�copies�of�this�solicitation,�amendments,�and�other�documents�related�to� this�solicitation.� All�quoters�must�be�registered�and�active�in�the�System�for�Award�Management�(SAM),�located� at�www.sam.gov,�in�order�to�be�considered�for�award.�� There�will�be�a�Pre-proposal�tele-conference.�The�solicitation�will�contain�the�tele-conference� date�and�time�as�well�as�RSVP�instructions.� It�is�the�Government’s�intent�to�award�a�contract�to�the�responsible�quoter�whose�proposal� conforms�to�the�solicitation�and�provides�the�best�value�to�the�Government�based�on�the� following�evaluation�factors:�(1)�Procedures�Plan�and�Approach;�(2)�Prior�Experience;�and�(3)� Past�Performance.�The�combined�weight�of�the�non-price�factors�is�more�important�than�price.��
The�solicitation�will�be�posted�on�or�about�May�22,�2020;�the�date�for�receipt�of�proposals�will�be� stated�in�the�solicitation.�� The�solicitation�document�and�incorporated�provisions�and�clauses�are�those�in�effect�through� Federal�Acquisition�Circular�2005-83.� Provision�at�52.212-1,�Instructions�to�Offerors-Commercial,�applies�to�this�acquisition.� Quoters�are�to�include�a�completed�copy�of�the�provision�at�52.212-3,�Offeror�Representations� and�Certifications-Commercial�Items,�with�their�quote.� Clause�at�52.212-4,�Contract�Terms�and�Conditions-Commercial�Items,�applies�to�this� acquisition.� Clause�at�52.212-5,�Contract�Terms�and�Conditions�Required�To�Implement�Statutes�or� Executive�Orders-Commercial�Items,�applies�to�this�acquisition;�reference�Section�I�of�the� solicitation.� Clause�at�52.219-9,�Small�Business�Subcontracting�Plan.� For�any�questions�related�to�this�synopsis�please�contact�the�following�individuals:� Contract�Specialist:�
Karisa�Kelley� Contract�Specialist� karisa.kelley@gsa.gov� 206-929-8191� 400�15th�Street�SW� Auburn,�WA�98001�
Contracting�Officer:�
Jessica�H.�Wilde� jessica.wilde@gsa.gov��� 503.926.2428� 400�15th�Street�SW� Auburn,�WA�98001�
REQUEST�FOR�QUOTATION�
(THIS�IS�NOT�AN�ORDER)
IS�NOT�A�SMALL�BUSINESS�SET-ASIDEISTHIS�RFQ
15.�DATE�OF�QUOTATION
16.�SIGNER
a.�NAME��(Type�or�print) c.�TITLE��(Type�or�print) b.�TELEPHONE
AREA�CODE
NUMBER
STANDARD�FORM�18�(REV.�6/1995)�
Prescribed�by�GSA-FAR�(48�CFR)�53.215-1(a)
AUTHORIZED�FOR�LOCAL�REPRODUCTION�
Previous�edition�not�usable
8.�TO:
b.�COMPANYa.�NAME c.�STREET�ADDRESS f.�ZIP�CODEe.�STATEd.�CITY
9.�DESTINATION
a.�NAME�OF�CONSIGNEE b.�STREET�ADDRESS c.�CITY e.�ZIP�CODEd.�STATE
7.�DELIVERY
FOB�DESTINATION
OTHER�
(See�Schedule)
10.�PLEASE�FURNISH�QUOTATIONS�TO�THE�
ISSUING�OFFICE�IN�BLOCK�5a�ON�OR�� BEFORE�CLOSE�OF�BUSINESS�(Date)�
IMPORTANT:��This�is�a�request�for�information�and�quotations�furnished�are�not�offers.��If�you�are�unable�to�quote,�please�� so�indicate�on�this�form�and�return�it�to�the�address�in�Block�5a.��This�request�does�not�commit�the�Government�to�pay�any�� costs�incurred�in�the�preparation�of�the�submission�of�this�quotation�or�to�contract�for�supplies�or�service.��Supplies�are�of�� domestic�origin�unless�otherwise�indicated�by�quoter.��Any�representations�and/or�certifications�attached�to�this�Request�for� Quotation�must�be�completed�by�the�quoter.
11.�SCHEDULE�(Include�applicable�Federal,�State�and�local�taxes)
ITEM�NUMBER
(a)
SUPPLIES/SERVICES
(b)
QUANTITY
(c)
UNIT
(d)
UNIT�PRICE
(e)
AMOUNT
(f)
12.�DISCOUNT�FOR�PROMPT�PAYMENT
b.�20�CAa.�10�CALENDAR�DAYS�(%) c.�30�CALENDAR�DLENDAR�DAYS�(%) AYS�(%) d.�CALENDAR�DAYS
PERCENTAGENUMBER
are�not�attached.areNOTE:��Additional�provisions�and�representations
13.�NAME�AND�ADDRESS�OF�QUOTER
a.�NAME�OF�QUOTER b.�STREET�ADDRESS c.�COUNTY f.�ZIP�CODEe.�STATEd.�CITY
14.�SIGNATURE�OF�PERSON�AUTHORIZED�TO��
SIGN�QUOTATION
PAGESOFPAGE
4.�CERT.�FOR�NAT.�DEF.3.�REQUISITION/PURCHASE�REQUEST�NUMBER
UNDER�BDSA�REG.�2�
AND/OR�DMS�REG.�1
RATING
5a.�ISSUED�BY
5b.�FOR�INFORMATION�CALL�(NO�COLLECT�CALLS)
NAME TELEPHONE�NUMBER
NUMBERAREA�CODE
Acquisition�Management�Division� Services�Branch�Team�A,400�-�15th�Street�SW,�Auburn,�WA�98001
Karisa�Kelley,�Contract�Specialist
Base�-�Dispatch�Services
Base�-�CMMS�Services
Option�Year�1�-�Dispatch�Services
Option�Year�1�-�CMMS�Services
Option�Year�2�-�Dispatch�Services
Option�Year�2�-�CMMS�Services
Option�Year�3�-�Dispatch�Services
Option�Year�3�-�CMMS�Services
Option�Year�4�-�Dispatch�Services
Option�Year�4�-�CMMS�Services
Mo
Mo
Mo
Mo
Mo
Mo
Mo
Mo
Mo
Mo
929-8191206
06/12/2020�@�2:00�PM�Pacific
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
$0.00
47PL0220Q0014
1.�REQUEST�NUMBER
05/22/2020
2.�DATE�ISSUED
06/12/2020�@�2:00�PM�Pacific
�DELIVER�BY (Date)6.
SECTION�B�–�SERVICES,�ORDERING�AND�PRICES�
B.1� DESCRIPTION�OF�SERVICES�
The�Contractor�shall�provide�all�personnel,�equipment,�supplies,�facilities,�transportation,�tools,�materials,� supervision,�and�other�items�and�non-personal�services�necessary�to�perform�GSA�Call�Center��and� Facilities�and�Operations�Support�services�as�defined�in�this�Performance�Work�Statement�(PWS),�except� for�those�items�specified�as�government�furnished�property�and�services.��The�Contractor�shall�perform�to� the�standards�in�this�contract.�The�award�is�for�one�year�with�the�possibility�of�four�option�years.�
B.2� STANDARD�SERVICES�
Pricing�as�outlined�in�the�schedule�pages�of�the�SF�18.�
SECTION�C�–�PERFORMANCE�WORK�STATEMENT�
PERFORMANCE�WORK�STATEMENT�(PWS)��
Table�of�Contents�
1.� General�
2.� Definitions�and�Acronyms�
3.� Government�Furnished�Items�and�Services�
4.� Contractor�Furnished�Items�and�Responsibilities�
5.� Specific�Tasks�
6.� Deliverables�
Section�1��
1.��General:��This�is�a�non-personnel�services�contract�to�provide�GSA�Call�Center�support�services�for�
GSA’s�facility�management�branch.�The�Government�shall�not�exercise�any�supervision�or�control�over� the�contract�service�providers�performing�the�services�herein.��Such�contract�service�providers�shall�be� accountable�solely�to�the�Contractor�who,�in�turn�is�responsible�to�the�Government.��
1.1.�Description�of�Services/Introduction:��The�Contractor�shall�provide�all�personnel,�equipment,�supplies,� facilities,�transportation,�tools,�materials,�supervision,�and�other�items�and�non-personal�services� necessary�to�perform�GSA�Call�Center�services�as�defined�in�this�Performance�Work�Statement�(PWS),� except�for�those�items�specified�as�government�furnished�property�and�services.��The�Contractor�shall� perform�to�the�standards�in�this�contract.�
GSA�will�provide�a�1-800�telephone�number�and�an�email�address�that�all�locations�use�to�call�in�service� requests.�
1.2.�Background:����
Region�10:�The�Northwest/Arctic�Region’s�Public�Buildings�Service�(PBS)�manages�federal�space�and� provides�real�estate�solutions�to�government�agencies�located�in�Alaska,�Idaho,�Oregon,�and�Washington� through�seven�Field�Offices.�Region�10�PBS�manages�a�portfolio�of�over�8.1�million�square�feet�of� federally�owned�space�within�106�facilities.�Standard�building�operating�hours�are�6am�to�6pm�with�the� majority�of�calls�taken�between�those�hours.��GSA�has�a�large�number�of�border�stations�which�operate�
24/7�and�service�calls�occur�after�hours.���
Desired�knowledge�base�includes�ability�to�evaluate,�prioritize,�and�dispatch�work�requests�based�on� multiple�and�varying�factors�via�various�electronic�means,�such�as�telephone,�fax,�Internet,�or�email.�
Attention�to�customer�needs,�correct�and�consistent�prioritization�and�delivery,�and�all�work�items�herein� in�their�entirety�are�considered�basic�services�for�any�facility�management�call�center�to�be�successful� under�this�PWS.�
1.3.�The�objective�is�to�provide�services�and�deliverables�to�support�the�GSA�Facility�Management�Call� Center�services,�in�accomplishing�their�workload�requirements.��The�GSA�Facility�Management�Call� Center’s�mission�is�to�provide�quality�services�required�by�our�clients�in�a�timely�manner�and�ensure�the� best�value�to�the�federal�Government�and�the�public,�thereby�enhancing�our�clients’�ability�to�accomplish� their�mission.��� 1.3.1.�This�support�includes�dispatch,�but�is�not�limited�to:�receive�facility�service�requests�by�various� electronic�means�and�create,�monitor,�update�and�close-out�work�requests,�including�any�action(s)�taken� by�various�service�personnel.�� 1.3.2.�Use�Government�provided�electronic�web�based�tool�for�creating,�updating�and�reporting�on�active� and�historical�work�requests.�GSA�is�currently�using�IBM�Maximo�7.6.X™.�� 1.3.2.1.�Data�input�using�GSA�National�Computerized�Maintenance�Management�System.�
·� Create�“People”�records.�
·� Create�work�orders.�
·� Track�work�order�communication�(Log�Tab).�
·� Closeout�work�orders.�
·� Create�monthly�call�center�performance�reports.�
·� Contractor�shall�support�the�Customer�Satisfaction�Surveys�by�input�of�tenant�information.�
Support�Customer�Satisfaction�Surveys�–�(Explain�more�specifically).� ·� Input�“On�Behalf�Of”�in�service�request�person�name,�email�address�and�phone�number.�
·� If�person�call�isn’t�loaded�in�system�a�“People”�record�will�be�created.�
1.3.3.�In�addition,�contractor�will�provide�electronic�web�based�tool�for�maintaining�call�out�procedures�and� building�contact�list.� 1.3.3.1.�Migrate�Historical�Data�to�New�Systems�(if�applicable).�� 1.4.�Scope:��The�GSA�Call�Center�support�position(s)�shall�be�responsible�for�all�or�a�majority�of�the� functions�listed�in�the�specific�tasks�section�and�seek�review�and�approval�when�necessary�from�the� Government.��As�noted�above,�services�include�tasks�that�support�the�facility�management�division.� 1.4.1�Recognized�Federal�Holidays:�Contractor�is�required�to�perform�services�on�holidays.��
New�Year’s�Day�� � � Labor�Day� Martin�Luther�King�Jr.’s�Birthday�� Columbus�Day� President’s�Day�� � � Veteran’s�Day� Memorial�Day� � � � Thanksgiving�Day� Independence�Day� � � Christmas�Day� 1.4.2.�Hours�of�Operation:��Provide�24-hour�operations,�7-days�a�week�to�include�federal�holidays.�The�
Contractor�must�at�all�times�maintain�an�adequate�workforce�for�the�uninterrupted�performance�of�all� tasks�defined�within�this�PWS.�When�providing�contract�employees,�the�Contractor�shall�keep�in�mind�that� the�stability�and�continuity�of�the�workforce�are�essential.���
1.4.3.�Place�of�Performance:�Physical�worksite�to�be�identified�by�the�contractor.�Personnel�under�this� contract�will�not�be�required�to�physically�report�to�a�federal�facility.��
1.4.4.�Type�of�Contract:��The�government�will�award�a�firm�fixed�price�contract.�
1.5.�Period�of�Performance:��The�period�of�performance�shall�be�for�a�12-month�Base�Period�of�
Performance�with�four�one-year�option�periods,�if�exercised.��The�anticipated�Period�of�Performances�are:�
Base�Period� � � October�1,�2020�through�September�30,�2021� Option�Period�1�� � October�1,�2021�through�September�30,�2022� Option�Period�2�� � October�1,�2022�through�September�30,�2023� Option�Period�3�� � October�1,�2023�through�September�30,�2024� Option�Period�4�� � October�1,�2024�through�September�30,�2025� 1.6.�Quality�Control� �
1.6.1.�Quality�Control�Program:��The�Contractor�shall�develop�and�maintain�an�effective�quality�control� program�to�ensure�services�are�performed�in�accordance�with�this�PWS.��The�Contractor�shall�develop� and�implement�procedures�to�identify,�prevent,�and�ensure�non-recurrence�of�defective�services.��The�
Contractor’s�quality�control�program�is�the�means�by�which�he�assures�himself�that�his�work�complies�with� the�requirement�of�the�contract.��Within�30�days�after�contract�award,�a�comprehensive�written�Quality�
Control�Plan�(QCP)�shall�be�submitted�to�the�Contracting�Officer�and�the�Contracting�Officer’s�
Representative�(COR).��Updates�to�the�QCP�shall�be�submitted�to�the�Contracting�Officer�(CO)�and�the�
COR�within�5�working�days�when�changes�are�made�thereafter.��After�acceptance�of�the�quality�control� plan�the�contractor�shall�receive�the�CO’s�acceptance�in�writing�of�any�proposed�change�to�the�approved�
QC�system.�(See�Deliverables,�6.3.1.b.)�
1.6.2.�Quality�Control�Plan�(QCP).�The�QCP�shall�demonstrate�how�the�contractor�intends�to�ensure� quality�performance�during�the�contract�ordering�period.�The�contractor�shall�maintain�a�QCP�that� includes�performance�metrics�and�shall�describe�the�quality�management�surveillance�methodology�and� approaches�used�under�this�contract.�
1.6.3.�Report�compliance�with�the�Acceptable�Quality�Levels�(AQL)�as�defined�in�Exhibit�C.�
1.6.3�Quality�Assurance:��The�government�shall�evaluate�the�Contractor’s�performance�under�this� contract�in�accordance�with�the�Quality�Assurance�Surveillance�Plan�(QASP).��This�plan�is�primarily� focused�on�what�the�Government�must�do�to�ensure�that�the�contractor�has�performed�in�accordance�with� the�performance�standards.��It�defines�how�the�performance�standards�will�be�applied,�the�frequency�of� surveillance,�and�the�minimum�acceptable�defect�rate(s).� 1.7.�Qualifications,�Suitability�Determination:�Skills,�Knowledge�and�Qualifications�
1.7.1.�The�contractor�shall�be�responsible�for�all�of�the�contract�employee�proficiency�and�continuous� learning�training�to�the�work�to�be�performed�under�this�requirement.�The�contractor�shall�maintain� competencies,�and�apply�as�necessary,�industry�standards�in�support�of�their�efforts.�Application�of�new� tools�or�methods�shall�be�approved�by�the�direct�support�representative�prior�to�use.�The�contractor�must� ensure�the�contract�employees�stay�current�on�all�requirements�and�processes�both�in�the�federal� government�and�in�industry�standards.��
1.7.2.�Experience,�Software�Knowledge�and�Skills:� Contractor�to�determine�any�other�proficiencies�needed�to�meet�or�exceed�minimum�quality�standards,� and�appropriate�terms�and�conditions�of�the�contract.�GSA�has�identified�the�following�knowledge�and� skills�necessary�to�perform�the�PWS.�
Be�proficient�with:�
·� IBM®�Maximo�Asset�Management�Software�7.6�or�greater�
·� GSA�systems�such�as�NCMMS�after�contract�award,�training�on�required�service�procedures�will�be� provided�by�the�Government.��
·� Microsoft�Windows�-�currently�supported�IBM�Version�
·� Microsoft�Office�2010�(Professional)�
·� Google�Applications�(not�limited�to:��Google�Mail,�Google�drive,�Google�Calendar)�
·� Foxit�Phantom�PDF�Editor�or�equivalent�
1.8.�Company�Experience�
1.8.1.�The�Contractor�shall�have�a�minimum�of�five�(5)�years�of�recent�(within�the�last�seven�(7)�years)� highly�successful�experience�operating�a�Facility�Management�Call�Center�including�all�management,� supervision�and�labor�services�of�similar�scope�and�type�of�services�delineated�in�this�PWS.��
1.8.1.1.�Highly�successful�is�defined�as�exceeding�many�contract�requirements�with�few�and�minor� problems�while�implementing�highly�effective�corrective�actions�when�necessary.��
1.8.2.�Contractor�must�use�a�proven�and�tested�state-of-the-art�Computerized�Maintenance�Management�
System�(CMMS)�infrastructure�(hardware,�software,�operations�and�telecommunications�network).�
1.8.2.1.�Facility�Management�Call�Center�must�be�able�to�receive�requests�by�telephone,�email,� integrated�fax,�Internet�and�BMC�coded�messages�and�immediately�distribute�work�request�to�appropriate� service�providers.��
1.8.3.�Each�bidder�shall�submit,�as�part�of�his�bid,�a�minimum�of�3�past�performance�references�for�a� minimum�of�5�years�of�recent�(within�past�7�years)�of�highly�successful�experience�operating�a�Facility�
Management�Call�Center�including�all�management,�supervision�and�labor�services�of�similar�scope�and� type�of�services�delineated�in�this�PWS.�The�written�past�performance�references�shall�include,�as�a� minimum,�the�name,�address�and�telephone�numbers�of�the�specific�companies�and�key�personnel� contacts.�
1.9.�Supervision�and�Personnel/Qualifications�
1.9.1.�It�is�the�policy�of�GSA,�that�Government�direction�or�supervision�of�the�Contractor’s�employees,� directly�or�indirectly,�shall�not�be�exercised.��Supervision�of�all�staff�(including�subcontractors)�working� under�this�contract�is�the�sole�responsibility�of�the�Contractor.�
1.9.2.�The�Contractor�shall�be�responsible�for�compliance�with�all�laws,�rules,�codes,�regulatory� requirements,�licensing�and/or�certification�requirements.��If�and�where�a�conflict�arises,�the�most� stringent�in�whole�or�part�shall�apply.�
1.9.3.�Resumes,�including�any/all�certifications�and�licenses,�of�key�personnel�will�be�submitted�to�the�
COR/CO.�Key�personnel�skills�and�experience�should�be�substantially�the�same�as�those�initially� identified�in�this�PWS.��
1.10.�Key�personnel.�� 1.10.1.�The�contractor�shall�provide�sufficient�management�to�ensure�that�this�contract�is�performed� efficiently,�accurately,�on�time,�and�in�compliance�with�the�requirements�of�this�document.��The�following� personnel�are�considered�“Key�Personnel”�by�the�government:�Customer�Services�Representatives�
Supervisor�shall�have�minimum�1�year�experience.��
1.10.1.1.�The�contractor�shall�provide�a�Customer�Services�Representatives�Supervisor�who�shall�be� responsible�for�the�performance�of�the�work.�The�name�of�this�person�and�an�alternate�who�shall�act�for� the�contractor�shall�be�designated�in�writing�to�the�COR/CO.�The�Customer�Services�Representatives�
Supervisor�/�alternate�shall�be�available�between�7:00�a.m.�to�5:00�p.m.,�Monday�thru�Friday�except�
Federal�holidays�or�when�the�government�facility�is�closed�for�administrative�reasons.��
1.10.1.2.�If�the�key�personnel,�for�any�reason,�becomes�or�is�expected�to�be�unavailable�for�work� under�this�contract�for�a�continuous�period�exceeding�30�work�days,�or�is�expected�to�devote� substantially�less�effort�to�the�work�then�indicated�in�the�proposal,�the�contractor�will,�subject�to� concurrence�of�the�Contracting�Officer,�promptly�replace�personnel�with�equal�ability�and� qualifications.�� 1.10.1.3.�All�requests�for�approval�of�substitutions�hereunder�must�be�in�writing�and�provide�a�detailed� explanation�of�the�circumstances�necessitating�the�proposed�substitutions.�The�request�must�contain� a�resume�for�the�proposed�substitute,�and�any�other�information�requested�by�the�Contracting�Officer.� The�Contracting�Officer�will�promptly�notify�the�contractor�of�approval�or�disapproval�in�writing.�� 1.10.1.4�.If�the�COR/CO�determines�that�suitability�and�timely�replacement�of�Key�Personnel�who�have� been�reassigned,�terminated�or�have�otherwise�become�unavailable�for�the�contract�work�is�not� reasonably�forthcoming�or�that�the�resultant�reduction�of�productive�effort�would�be�so�substantial�as�to� impair�successful�completion�of�the�contract,�the�COR/CO�may�terminate�the�contract,�as�appropriate,�or� make�an�equitable�adjustment�to�compensate�the�Government�for�any�resultant�delay,�loss�or�damage.��
1.10.2.�The�Contractor�shall�be�responsible�for�ensuring�all�personnel�working�under�this�contract�are� trained�in�all�phases�of�order�taking�and�service�dispatch�and�the�provisions�listed�therein.�
1.10.3.�All�personnel�must�be�able�to�clearly�communicate�in�English�both�verbally�and�in�written�form.�
1.11.�Employee�Conduct:��Contractor�employee(s)�assigned�to�the�contract�work�must�be�acceptable�to� the�Government�in�terms�of�personal�and�professional�conduct.��Contractor�shall�provide�sufficient� oversight�and�supervision�to�ensure�employees�(direct�or�subcontracted),�are�fulfilling�their�technical� responsibilities�and�doing�so�in�the�best�interest�of�the�Government.��It�is�understood�that�any�contractor� employee(s)�assigned�to�the�performance�of�the�work�hereunder,�if�in�conflict�with�the�best�interests�of�the�
Government,�shall�be�immediately�removed�from�the�assigned�position.�The�COR/CO�may�elect�to�direct� the�retention�of�an�individual�on�a�task�until�a�replacement�has�been�approved,�or�reported,�or�until�a� transition�has�occurred.�Employment�and�staffing�difficulties�shall�not�be�justification�for�failure�to�meet� established�schedules,�and�if�such�difficulties�impair�performance,�the�contractor�may�be�subject�to� default.�
1.12.�Organizational�Conflict�of�Interest:��Contractor�and�subcontractor�personnel�performing�work�under� this�contract�may�receive,�have�access�to�or�participate�in�the�development�of�proprietary�or�source� selection�information�(e.g.,�cost�or�pricing�information,�budget�information�or�analyses,�specifications�or� work�statements,�etc.)�or�perform�evaluation�services�which�may�create�a�current�or�subsequent�
Organizational�Conflict�of�Interests�(OCI)�as�defined�in�FAR�Subpart�9.5.��The�Contractor�shall�notify�the�
Contracting�Officer�immediately�whenever�it�becomes�aware�that�such�access�or�participation�may�result� in�any�actual�or�potential�OCI�and�shall�promptly�submit�a�plan�to�the�Contracting�Officer�to�avoid�or� mitigate�any�such�OCI.��The�Contractor’s�mitigation�plan�will�be�determined�to�be�acceptable�solely�at�the� discretion�of�the�Contracting�Officer�and�in�the�event�the�Contracting�Officer�unilaterally�determines�that� any�such�OCI�cannot�be�satisfactorily�avoided�or�mitigated,�the�Contracting�Officer�may�affect�other� remedies�as�he�or�she�deems�necessary,�including�prohibiting�the�Contractor�from�participation�in� subsequent�contracted�requirements�which�may�be�affected�by�the�OCI.�
1.13.�Data�Rights:��The�Government�has�unlimited�rights�to�all�documents/material�produced�under�this� contract.��All�documents�and�materials,�to�include�the�source�codes�of�any�software,�produced�under�this� contract�shall�be�Government�owned�and�are�the�property�of�the�Government�with�all�rights�and�privileges� of�ownership/copyright�belonging�exclusively�to�the�Government.��These�documents�and�materials�may� not�be�used�or�sold�by�the�contractor�without�written�permission�from�the�Contracting�Officer.��All� materials�supplied�to�the�Government�shall�be�the�sole�property�of�the�Government�and�may�not�be�used� for�any�other�purpose.��This�right�does�not�abrogate�any�other�Government�rights.�
1.14.�Specific�building�Information:�A�Building�Information/Asset�Detail�sheet�will�be�provided�after�award,� which�will�include�specific�building�information�such�as�building�name,�address,�building�data�and�any� unique�information�for�that�asset.��These�data�sheets�will�also�include�contract�information�for�the�
Property�Manager,�Assistant�Property�Managers,�maintenance�and�janitorial�service�providers�at�each� site.�The�Contractor�is�responsible�for�all�data�entry,�formatting,�and�electronic�manipulation�to�support� call�center�operations.�
1.14.1.�Each�location�has�1�or�more�Property�Managers,�Operation�and�Maintenance�and�Custodial� Vendors/Contractors.�Staff�members�may�operate�at�more�than�one�location.�Elevator�services�are� contracted,�but�not�all�locations�have�an�elevator.�
1.15.�Contingency�Personnel�Plan:�The�contractor�shall�describe�their�proposed�solution�for�this�effort.��
The�contractor�shall�provide�a�specific�plan�that�addresses�the�staffing�plan�and�rationale,�and�other� resources�that�will�be�committed�in�the�event�of�a�contractor�personal�crisis,�need�for�a�Leave�of�Absence,� or�other�unforeseen�event.�This�shall�include�a�specific�plan�that�addresses�“force�majeure”�or�unforeseen� events�and�the�contractor’s�ability�to�continue�24�hours,�7�days�a�week�to�include�holiday�operations� within�30�days�of�contract�award.�(See,�Deliverables,�6.3.1.f.)�
1.16.�Operating�Procedures.��The�contractor�shall�provide�a�written�procedures�document�to�COR/CO� with�the�submission�of�the�quote�package.�The�procedures�document�shall�provide�a�detailed�plan� describing�the�methods�and/or�procedures�the�Contractor�will�use�to�assure�the�requirements,� incorporating�all�updates,�describing�non-proprietary�methods�or�procedures�and�ensuring�performance� standards�are�met�or�exceeded�during�the�contract.�Use�Section�2�for�appropriate�procedure�definitions.�
(See,�Deliverables,�6.3.1.c.)�
The�operating�procedures�should�include,�but�not�limited�to,�the�following:�
·� The�outcomes�envisioned�for�the�GSA.�Detail�what�outcomes/benefit�you�envision�for�GSA�as�a� result�of�implementation�of�your�Procedures�Plan.�
·� The�technology�the�Contractor�will�use�to�implement�the�Facility�Management�Call�Center.� o� Define�the�proposed�Contractor�products�and�any�specific�requirements.�
·� General�procedures�for�current�calls�and/or�dispatch�services.�� o� Methodology�to�confirm�receipt�of�inbound�work�order�closeout�requests.� o� Methodology�to�document�and�report�for�outbound�messaging�receipt,�misdirected�calls,� steps�taken�to�resolve,�and�the�time�required�to�correct�the�error�from�the�time�of�the� original�request�until�the�request�was�corrected.� o� Methodology�to�store,�update�and�utilize�call�out�procedures.� o� Policy�and�specific�procedures�for�responding�to�emergency�alarms,�bomb�threats,�or� suspect�incendiary�devices,�in�each�facility�being�served.�
·� Performance�standards�(Contractor’s�measures�of�success)�such�as:� o� Customer�Service�Representative�Performance�measures.� o� Call�handling�measures�(hold�time,�routing,�delivery�verification,�abandoned�calls,�etc.)�
·� Verification�that�quality�standards�have�or�have�not�been�met.�
·� Staffing�plan�to�include�key�personnel,�and�necessary�supporting�documentation�in�accordance� with�C.1.9.3.�Plan�shall�be�customized�to�demonstrate�full�understanding�of�GSA�and�tenant� operations.�Plan�should�adequately�demonstrate�that�the�contractor�understands�and�is�equipped� to�meet�the�requirements�of�sections�C.1.7�through�C.1.10�of�the�solicitation.�
As�necessary,�the�contractor�shall�update�/revise�the�Operating�Procedures�and�submit�the� updated/revised�document�to�the�COR/CO�for�review/comments�before�implementation�and�no�later�than�
30�days�after�feedback�from�the�Government.�(See,�Deliverables�6.3.1.c.).�
1.17.�Training�Plan.�The�Contractor�shall�maintain�a�training�program�that�describes�the�methods�to� provide�training�or�training�materials,�the�frequency�of�delivery,�availability,�and/or�content�update.�This� shall�be�a�written�program�provided�the�COR/CO�not�later�than�30�days�after�contract�award.�(See,�
Deliverables,�6.3.1.d.).�
1.17.1.�Training�topics�shall�be�limited�to�the�items�covered�within�this�PWS.�Discussions�of�additional� features,�optional�features,�new�features,�or�features�available�in�the�future�will�not�be�approved.�
1.18.�Communication�Plan.�The�contractor�shall�provide�a�specific�plan�that�addresses�specific�events,� timing,�and�methodology�to�communicate�important�events�and�information�to�the�government�during�the� contract�term.�(See,�Deliverables,�6.3.1.g.).�
1.19.�Post�Award�Conference.�The�Contractor�shall�attend�a�post�award�conference�convened�by�the� contracting�activity�or�contract�administration�office�in�accordance�with�Federal�Acquisition�Regulation�
(FAR)�Subpart�42.5.���
1.20.�Periodic�Partnering�Meetings.�The�Contracting�Officer,�Contracting�Officers�Representative�(COR),� and�other�Government�personnel,�as�appropriate,�may�meet�periodically�with�the�Contractor�to�review�the� contractor's�performance.��At�these�meetings�the�contracting�officer�will�apprise�the�contractor�of�how�the� government�views�the�contractor's�performance�and�the�contractor�will�apprise�the�Government�of� problems,�if�any,�being�experienced.��Appropriate�action�shall�be�taken�to�resolve�outstanding�issues.��
These�meetings�shall�be�at�no�additional�cost�to�the�government.�Each�partnering�meeting�will�be�held�at� a�mutually�agreed�time�and�location.�It�is�anticipated�most�meetings�will�be�mutually�agreed�as�virtual,� though�instances�may�arise�where�in-person�meetings�are�necessary.�
1.21.�Phase-In�/�Phase-Out.��As�successor,�the�contractor�shall�ensure�a�smooth�60�day�transition�with� the�incumbent�contractor�during�the�phase-in�period.�The�contractor�shall�provide�an�orderly�transition�of� work�acceptance�and�accomplishment�so�that�impact�to�services�is�minimized.��(See,�Deliverables�
6.3.1.a.)�
1.21.1.�The�Contractor�shall�provide�to�the�Contracting�Officer�a�detailed�phase-in�plan�at�least�31� calendar�days�prior�to�the�start�date�of�the�contract.��This�plan�shall�include�transition�and�training�plans� for�implementation�during�the�phase-in�period�and�list�major�items�required�for�the�orderly�transition� between�incumbent�Contractor,�succeeding�Contractor,�and�the�Government.��It�is�the�responsibility�of�the� succeeding�Contractor�to�attend�to�the�items�listed�in�the�phase-in�plan�and�to�provide�information�and/or� instruction�to�the�government�and�the�incumbent�Contractor.�To�minimize�any�decreases�in�productivity� and�to�prevent�possible�negative�impacts�on�additional�services,�the�Contractor�shall�have�personnel�on� board,�during�the�thirty�(31)�day�transition�with�the�incumbent.��(See,�Deliverables,�6.3.1.a.).�
1.21.2.�As�an�incumbent,�the�contractor�shall�ensure�a�smooth�transition�with�the�successor�during�the� phase-out�period�prior�to�completion�of�contractual�performance.�The�contractor�shall�provide�an�orderly� transition�of�work�acceptance�and�accomplishment�so�that�full�control�by�the�successor�is�achieved�by�the� end�of�the�phase-out�period�and�shall�be�submitted�90�days�prior�to�the�contract�end�date.�(See,�
Deliverables,�6.3.1.e.).�
1.22.�Provide�all�Non-Proprietary�data:��Within�30�calendar�days�after�the�completion�of�this�contract�the�
Contractor�shall�provide,�with�no�additional�cost�or�limitation�to�the�Government,�all�non-proprietary�
Service�Call�data��in�an�electronic�editable�format�utilizing�Microsoft�Office�Word™,�Excel™�or�Access™�
(Office2010™�or�higher).�
1.23.�Pandemic�Flu�Plan.�The�Contractor�shall�provide�a�prepared�plan�that�outlines�the�steps�that�they� must�take�to�prevent�and�reduce�the�spread�and�mitigate�the�potential�effect�of�an�influenza�pandemic�on� facilities�operations.�(See,�Deliverables�6.3.1.h.).�
1.24.�Additional�Services.�
1.24.1.�Additional�services�may�be�ordered�at�the�discretion�of�GSA�for�work�relating�to�the�operations,� maintenance�and�repair�or�upgrade�of�the�facilities�listed�above,�but�not�covered�in�the�basic�services�of� the�contract.�
1.24.2.�Live�presentation,�Video�Conferencing�Training�or�Travel�may�be�requested�by�the�Contracting�
Officer�or�their�representative.�
1.24.2.1.�Local�travel�is�not�reimbursable,�and�is�defined�as�travel�within�50�miles�of�GSA’s�Regional�
Office.�
1.24.2.2.�Travel�outside�of�50�mile�radius�requires�approval�in�advance�by�the�Contracting�Officer�or�their� representative�and�is�reimbursable.�
1.24.2.3.�Travel�Reimbursement.�The�Government�is�not�obligated�to�reimburse�the�contractor�for�travel� that�is�not�approved�by�COR�and�CO�prior�to�the�travel�occurring.�Travel�reimbursement�amounts�will�be� in�accordance�with�the�Federal�Travel�Regulations,�only�direct�travel�costs�(e.g.�Airfare,�rental�car,�and� lodging)�will�be�reimbursed.�Travel�reimbursement�is�not�to�exceed�the�designated�amount�listed�under� the�Travel.� �
Section�2��
2.�Definitions.�The�following�terms�used�throughout�this�PWS�shall�have�the�following�meanings:�
Acceptable�Quality�Level.�AQL�is�the�maximum�allowable�percentage�of�deviation�from�perfect� performance�for�an�individual�service�output.��
Additional�Services.��Are�services�that�the�Contractor�shall�provide�at�an�additional�cost�to�the�
Government,�including�all�labor,�supervision,�supplies�and�materials�specifically�identified�as�being� outside�the�provisions�of�the�basic�services�and�pricing.�The�CO�or�designee�shall�issue�a�separate� delivery�order�before�work�shall�proceed.�
Contracting�Officer.�A�person�with�authority�to�enter�into,�administer,�and�or�terminate�contracts,�and� make�related�determinations�and�findings�on�behalf�of�the�government.��Note:��The�only�individual�who� can�legally�bind�the�government.�
Contracting�Officer�Representative.�An�employee�of�the�U.S.�Government�appointed�by�the�contracting� officer�to�administer�the�contract.��Such�appointment�shall�be�in�writing�and�shall�state�the�scope�of� authority�and�limitations.��This�individual�has�authority�to�provide�technical�direction�to�the�Contractor�as� long�as�that�direction�is�within�the�scope�of�the�contract,�does�not�constitute�a�change,�and�has�no�funding� implications.��This�individual�does�NOT�have�authority�to�change�the�terms�and�conditions�of�the�contract.�
Contractor.�A�supplier�or�vendor�awarded�a�contract�to�provide�specific�supplies�or�service�to�the� government.��The�term�used�in�this�contract�refers�to�the�prime.�
Deliverable.��Anything�that�can�be�physically�delivered,�but�may�include�non-manufactured�things�such�as� meeting�minutes�or�reports.�
Government�Furnished�Property.��GFP�that�is�incidental�to�the�place�of�performance,�when�the�contract�…
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