SOW___Apprendices_8-8-22_1.pdf

SPECIFICATIONS & STATEMENT OF WORK (SOW)

AUTOMATED FEE MACHINE SERVICE CONTRACT

DEATH VALLEY NATIONAL PARK – REVENUE & FEE OPERATIONS

PART 1: GENERAL INFORMATION

A. Introduction

Under the provisions of the Federal Lands Recreation Enhancement Act (FLREA), Death Valley National Park (Death Valley NP) is authorized to collect fees for entrance and campground use.

B. Background & Justification

Spanning 3.4 million acres, Death Valley NP is the largest National Park Service (NPS) unit in the contiguous 48 states. In addition to expanse, Death Valley NP has a porous boundary with multiple visitor points. Currently there are no formal entrance stations and only two main visitor contact centers where NPS staff is stationed to collect fees. As a result, Death Valley NP requires additional 24-hour solutions to procure fees.

Death Valley NP is remote, and the climate is extremely hot and dry with daytime temperatures consistently exceeding 115 degrees from mid-May to mid-October. The nearest communities are Pahrump (65 miles) and Beatty (40 miles). Nevada. Las Vegas is the closest metropolitan area (120 miles).

Such conditions present challenges for maintaining equipment and response staff, generating power, and transmitting incoming and outgoing banking information. Cell service is limited to the developed areas around Furnace Creek and Stovepipe Wells Village. The current cell towers are third-party operated. Both towers have been cleared to continue 3G service through 2022.

The next expectation of cell service is 4G and would require new hardware installation and compliance clearances to meet Federal Government policies. The Government compliance process can be lengthy, and the disruption of all cell service in Death Valley NP during the performance period is likely. Presently, the area’s Internet access is only achievable via satellite.

Since 2002, Death Valley NP has utilized government contractors to operate a turn-key automated fee machine (AFM) service to collect fees in campgrounds and at strategic points on visitor access routes. AFM placement provides additional opportunities and 24/7 access to pay fees at entrance points and in campgrounds within the park boundary. Pre-COVID, the last three fiscal cycles, averaged annual revenue of $2 million.

C. Scope of Work

The Contractor shall operate an array of 16 AFMs in Death Valley NP providing park visitors with a convenient and reliable means of paying visitation and recreation fees 24/7. AFMs shall be installed in park-designated locations at every major entrance point and campground in Death Valley NP.

Contract execution shall yield daily revenue collection with daily transaction settlements. Sales transactions and revenue collected shall be deposited into Death Valley NP accounts using designated merchant account identification numbers (MIDs) and meet all US Treasury and NPS standards for transmitting, data handling, and securing government funds in an organized, professional, and timely manner.

Contractor shall furnish all labor, supervision, equipment, supplies, materials, and transportation necessary to perform this contract according to all terms and conditions. The Contractor shall plan, schedule, coordinate, and assure effective performance of all services described herein.

No start-up costs or additional reimbursement will be provided by the government.

Work shall be performed in a timely, safe, and secure manner to collect, deposit, and monitor FLREA funds as defined in this SOW. Contractor methods and all equipment shall meet the Payment Card Industry (PCI) Data Security Standards and any other Federal Government IT requirements for the security of personal information. The contractor shall be PCI capable with chip and pin technology upon award of this contract. If required by Death Valley NP during the service period, the Contractor shall provide plans for transitioning to chip and pin technology.

The Contractor shall furnish all visitor instructions on machine operations, all signs informing visitors of equipment malfunction, and any additional signs requested by the Death Valley NP.

Messaging and signage to visitors must meet the approval of the Contracting Officer’s Representative (COR) before implementation. Death Valley NP will approve all colors on machine exteriors and associated equipment.

Death Valley NP entrance fee price points are subject to review and change in response to NPS guidance. Commercial tour rates are scheduled to change within the timespan of this award.

The contractor shall be required to update park entrance, campground, and commercial tour rates per NPS direction during the contract period. The Contractor shall also update prices and change product programming language as instructed to meet government timelines and assist visitors with product purchases.

D. Applicable Documents & Contacts

4.1 Compliance with Federal Resource & Visitor Protection Law

4.1.2 Contractor shall adhere to Death Valley NP rules, including 36 CFR, Superintendent’s Compendium, The Wilderness Act, and FLREA policy. AFM equipment and messaging shall meet the section 508 accessibility standards required by the Americans with Disabilities Act

(ADA).

4.1.3 Any ground disturbance, including trenching or pouring concrete bases for AFMs, and changes to original facilities require National Environmental Policy Act (NEPA) and Section 106 cultural documentation/consultation. Upon contract award, machine implementation plans shall be submitted to the Contracting Officer (CO) and COR for presentation to Death Valley NP’s Cultural and Environmental Review Team (CERT) to determine appropriate compliance with federal regulations.

4.1.4 All visitor fee compliance will be conducted by NPS Staff per FLREA guidance.

4.2 Protection of US Government Property & Visitor Payment Information

4.2.1 The Contractor shall be responsible and take all necessary precautions to prevent loss of US Government funds and visitor payment information in the collection and revenue transmission process of Fee Program income at Death Valley NP.

4.2.2 The collection, transmission, and management of US Government funds will follow all rules and regulations as required by US Treasury, Homeland Security, RM-22 Guidelines, Payment Card Industry (PCI) Data Security Standards, and all other IT requirements for the security of personal information or other Bureau/Agency policies.

4.3 Contracting Officer (CO)

4.3.1 The CO has the overall responsibility for administering this contract. He/she alone, without delegation, is authorized to take actions on behalf of the Government to amend, modify, or deviate from the contract terms, conditions, requirements, specifications, details, and delivery schedules; terminate the contract for convenience or default; and issue final decisions regarding contract questions or matters under dispute. Additionally, he/she may delegate certain other responsibilities to his/her authorized representatives.

4.4 Contracting Officer’s Representative (COR)

4.4.1 The COR is designated by the CO at time of award and if necessary revised by letter during the contract period to assist him/her in discharging his/her responsibilities. The responsibilities of the COR include but are not limited to evaluating Contractor performance with the Government's representative at the work site, advising the Contractor of non-performance or unsatisfactory performance, compliance with contract requirements insofar as the work is concerned, and advising the CO of any factors which may cause delay in work performance.

PART 2: WORK REQUIREMENTS

E. Technical Requirements

5.1 AFM Hardware Requirements & Installation Locations

5.1.1 The Contractor shall be required to provide fixed installations at 16 station locations. Four

(4) of the locations, involving seven (7) machines, are subject to varying seasonal use need as detailed in 5.1.3.1 through 5.1.3.12.

5.1.2 All installations must be preceded by proposals that meet NEPA and Section 106 requirements and are approved by Death Valley NP. Fixed AFM installations shall target a footprint of 48-72 inches in height, 24-30 inches in width, 18-24 inches in depth.

5.1.3 Please refer to Appendix E for maps of AFM locations (pages i-xiv).

5.1.3.1 Badwater Comfort Station & Parking Area

5.1.3.2 Furnace Creek Campground (used seasonally)

5.1.3.3 Furnace Creek Visitor Center

5.1.3.4 Grapevine Ranger Station

5.1.3.5 Hell’s Gate Comfort Station & Visitor Orientation Kiosk

5.1.3.6 Mesquite Springs Campground

5.1.3.7 Ryan Junction Comfort Station & Visitor Orientation Kiosk (2 AFM units)

5.1.3.8 Stovepipe Wells Campground (used seasonally)

5.1.3.9 Stovepipe Wells Ranger Station

5.1.3.10 Sunset Campground (3 AFM units, used seasonally)

5.1.3.11 Texas Springs Campground (2 AFM units, used seasonally)

5.1.3.12 Zabriskie Point Comfort Station

5.1.4 Machine installations without overhead shade structures shall be positioned to maximize screen visibility. Durable, low-profile sunshade attachments shall be provided for locations placed in all-day direct sunlight.

5.1.5 AFM units installed in Death Valley NP during this service period shall be new or in nearly new condition.

5.1.6 Contractor shall provide AFMs with EPA-approved exterior surface coating and anti-microbial surfaces in an array of neutral exterior colors. The Government will select the exterior color.

5.1.7 Exterior shall incorporate vandal resistance and anti-tampering design, including credit card skimming prevention.

5.1.8 Connectivity used by AFMs shall not be accessible or discoverable for use other than processing NPS sales and banking communication.

5.1.9 AFM screens shall utilize full color, high-bright LCD monitors with capability to display custom backgrounds, Joint Photographic Experts Group (JPEG) images, branded fonts, and millions of colors.

5.1.10 Visitor-facing screens and user instructions required to perform a purchase shall provide crisp visibility and legible content from different angles and in all types of lighting conditions.

5.1.11 Screen dimensions shall be at least 6 inches by 2.5 inches; portrait or landscape orientation.

5.1.12 Screen surfaces shall have proven durability to operate and resist damage in extreme weather conditions. If employed, touchscreen functionality shall work with and without gloved hands.

5.1.13 Contractor shall remove any manufacturer hardware logos from AFM exteriors before Death Valley NP installation.

5.1.14 Reflective NPS Fee Area logo and, “PAY FEE HERE,” message shall be affixed to AFM exteriors within 30 days of Death Valley NP installation. COR will provide NPS production artwork file and placement guidance.

5.2 Fee Collection

5.2.1 The contractor shall provide AFMs, weekly service maintenance at all in-service locations, perform requested repairs, and process sales transactions to our banking institution to ensure functionality for 24/7 visitor use.

5.2.2 Product offerings currently include weekly (non-commercial) entrance fees, commercial entrance fees, and campsite fees. The product offerings will vary by AFM location and changes will be requested to meet NPS and visitor use needs. Please refer to the current Death Valley NP product offerings and codes contained in Appendix A.

5.2.3 Sales of Interagency Passes shall not be available through the machines.

5.2.4 Price points are set by NPS directives and Death Valley NP and are subject to change relative to legislation and competitive market surveys. Please refer to the current Death Valley NP price points contained in Appendix B.

5.2.5 Weekly entrance fees for private and commercial vehicles expire at 11:59 pm seven days after the purchase date. Please refer to design parameters contained in Appendix C.

5.2.6 Campground fees are charged until 5 am each day (for the previous night’s stay) and expire at noon. Please refer to design parameters contained in Appendix C.

5.2.7 Fee collection suspensions will occur to maintain Death Valley NP’s compliance with NPS Fee Free Events, Death Valley NP special events, Federal Government guidance, or needs as determined by the Superintendent. The COR will notify the contractor of NPS Fee Free Events and other fee suspension needs.

5.2.8 During fee suspensions, machines shall provide programming to relay a corresponding Fee Free Day message and shall be covered with park-approved signage indicating a Fee Free Event is in observance.

5.2.9 During entrance fee suspensions those AFMs located within campgrounds should continue to sell campsite products and be outfitted with paper supplies to accommodate resulting visitation increases from a Fee Free Event.

5.2.10 Machines shall only accept payment by credit cards and PCI insignia branded debit cards.

5.2.11 Approved PCI credit card industry brands include VISA, MasterCard, American Express, Discover, and Diner’s Club. Inclusion of new credit card industry brands shall be required per PCI industry changes.

5.2.12 Debit card purchases shall be transacted, and bank processed as credit sales.

5.2.13 AFMs shall be outfitted with dual-sided magnetic stripe and EMV capable credit card readers.

5.2.14 AFMs shall offer near-field communication (NFC) contactless payment options including digital wallet platforms Apple Pay and Google Pay.

5.2.15 Contractor shall update hardware and firmware to maintain compliance with EMV chip/pin configuration and all PCI emergent technology as requested by Death Valley NP to meet NPS policy standards.

5.2.16 Contractor shall ensure bank cycling makes at least 2 attempts within 45-days of the purchase date to capture funds after an initial decline.

5.2.17 No cash payments shall be accepted by AFMs. There shall be no indication or presence of equipment for paper currency and coin acceptance.

5.2.18 A receipt shall be generated for each product purchased enabling visitors to comply with Death Valley NP’s, “Pay and Display,” compliance standard.

5.2.19 Receipts shall be easy for visitors to reach and obtain.

5.2.20 COR-approved graphic illustrating card insertion and payment instructions shall be provided on each machine.

5.2.21 COR-approved messaging and graphics instructing visitors on locating their receipts shall be provided on each machine.

5.3 Visitor-facing Point-of-Sale (POS)

5.3.1 The Contractor shall customize a visitor-facing POS workflow featuring NPS branding, fonts, colors, and Death Valley NP product menu meeting 508 compliance.

5.3.2 POS workflow shall offer at least 15 screen levels, be scalable, and fully adaptable to meet NPS needs, varying by AFM location product menus.

5.3.3 The Contractor shall designate one technical subject matter expert (SME) for assistance with visitor-facing POS workflow messaging and design.

5.3.4 The designated SME shall involve the COR in Death Valley NP visitor-facing POS workflow design conception, testing, and troubleshooting utilizing a template to craft ideas.

5.3.5 The Contractor developing POS workflow screens shall provide scanned images of all test purchase receipts. Refunds for all test purchases will be processed by the COR through the NPS banking institution to ensure complete NPS sales and audit records.

5.3.6 POS workflow for perimeter AFM locations shall incorporate a triage option identifying and instructing current annual and lifetime pass holders to proceed to a visitor contact station for a park map and trip planning assistance.

5.3.7 Contactor shall configure POS workflow for visitors to view purchase amount before being prompted for payment card.

5.3.8 Programming changes shall be dynamic and made in real-time. Content shall be adjustable by location, date, time, and price.

5.3.9 Outside of initial development, Death Valley NP’s visitor-facing POS workflow design shall be scalable to meet future NPS change needs within 30 days of request.

5.3.10 Finalized Death Valley NP visitor-facing POS workflow design shall be COR-approved before field release.

5.4 Receipt Design

5.4.1 The Contractor shall customize a Death Valley NP receipt design incorporating criteria defined in Appendix C.

5.4.2 The Contractor shall designate one technical subject matter employee (SME) for assistance with receipt messaging and design.

5.4.3 The designated SME shall involve the COR in Death Valley NP receipt design conception, testing, and troubleshooting.

5.4.4 Death Valley NP’s receipt design shall be scalable to meet future NPS change needs within 30 days of request.

5.4.5 Programming changes shall be dynamic and made in real-time. At a minimum, formatting shall be adjustable by layout, font style, font size, text justification, and spacing.

5.4.6 The Contractor shall work with the COR to develop a customized receipt paper featuring a watermark of the NPS arrowhead on the sales information side. The backside shall feature COR approved messaging relative to FLREA and park operations.

5.4.7 Receipt paper stock shall be durable, weather resilient, and resistant to fading or darkening in extreme temperatures and sunlight.

5.4.8 Outside of initial development, Death Valley NP’s receipt design shall be scalable to meet future NPS change needs within 14 days of request.

5.4.9 Finalized Death Valley NP receipt design shall be COR-approved before field release.

5.5 Revenue Transfer

5.5.1 The Contractor shall transfer all revenue collected to the NPS via electronic banking.

5.5.2 Sales transactions shall be settled in daily batch transmissions and deposited per each location’s designated MID using the platform specified by Death Valley NP’s banking institution, which currently is WorldPay (formerly known as Vantiv). Credit card banking institutions are determined by the US Treasury and are subject to change.

5.5.3 Contractor shall utilize the MID platform specified by the designated Government banking institution. Care shall be taken to ensure banking date and time information is properly configured.

5.5.4 Each machine shall be assigned a unique MID for the purpose of monitoring visitor use traffic and reconciling revenue.

5.5.6 Respective MID numbers shall remain with their designated machine. Any parts swap or equipment updates involving MID information shall be verified for accuracy once work is completed.

5.5.7 Credit cardholder data shall be managed and protected in a secure manner that allows for transaction research by credit card number, and transaction location, date, and time.

5.5.8 Any ongoing technical challenges that prevent an automated upload of daily batch settlements shall be relayed to the COR.

5.5.9 During any disruption of daily automated batch uploads, the Contractor shall perform manual batch settlements on a weekly interval cycle until an automated schedule for the affected location resumes.

5.5.10 Contractor shall monitor machine status daily using an online or mobile device interface to identify and troubleshoot batch settlement, transmission connectivity problems, machine power loads, and paper supplies.

5.5.11 When connectivity lapses, AFMs shall be configured to perform seamlessly and cache an unlimited number of sales transactions. Upon connectivity restoration, AFMs shall automatically upload all cached transactions.

5.5.12 Disruption of daily batch settlement and lengthy bank processing delays in AFM operation directly affects actual funds deposited. Revenue losses because of daily batch settlement shall be deemed ineligible for calculating contractor collection or compensation.

5.6 Service Response

5.6.1 Work will be requested and required on weekends and holidays to meet the needs of a 24/7 revenue collection and visitor assistance operation.

5.6.2 The Contractor shall respond to an unlimited number of emergent service requests.

Historically, emergent service callouts average 12 per month.

5.6.3 Contractor shall provide same day service for callouts requested by COR before 9:00 AM PST. Service callouts placed after 9:00 AM PST shall be addressed within 24-hours of COR request.

5.6.4 The COR will provide service requests via email, phone, and text message based upon the service need’s emergence.

5.6.5 Email response is the preferred method of Contractor communication with the COR for sharing digital images and response to service inquiries.

5.6.6 The Contractor shall designate one field employee as the principal contact with the COR.

The field employee shall provide training to COR on AFM operations and terminology used for placing service calls.

5.6.7 The Contractor shall designate one technical SME for assistance with programming needs relative to price changes, screen messaging, Fee Free Days, and merchant ID assignments.

5.6.8 The AFM service shall meet all established product offerings, price points, and fee suspensions to ensure Death Valley NP’s compliance with NPS and FLREA fee collection standards.

5.6.9 AFM readiness is required to address peak visitation periods. Seasonal readiness openings and closures are expected in a timely manner and shall meet COR requested timelines.

5.6.10 Contactor shall maintain an inventory to provide 24-hour response on utility requests for paper supply, replacement batteries, and visitor interaction components such as keypads, touch screens, and credit card readers to service at least 3 locations.

5.6.11 Contractor shall provide on-hand replacement part inventory quantities within 48 hours of the Death Valley NP COR’s inquiry. COR replacement part inventories will be random and unannounced.

5.6.12 When ongoing technical challenges and machine unavailability persist, the Contractor shall provide Death Valley NP approved out-of-service signs for placement and a communicated service plan to restore disabled locations to visitor use.

5.6.13 The Contractor shall be required to furnish, at their expense, distinguishing clothing and name tags for field technicians who respond to service calls. All logo-imprinted clothing shall be pre-approved by the Death Valley NP COR.

5.6.14 Shirts shall be polo style, button down, or custom printed t-shirt. Logo-imprinted ball caps and safety vests are welcomed as additional clothing items.

5.6.15 Personal cleanliness and presentable appearance shall be required of all contract personnel. Contract personnel shall not use or be under the influence of alcohol and/or drugs at any time while performing services under this contract. Patience, helpfulness, and courtesy shall be exercised when dealing with the public and Death Valley NP personnel.

5.6.16 Each Contractor employee shall be bonded for protection from loss of receipts or personal Information. The Contractor shall provide documentation to the COR showing these employees are bonded.

5.6.17 The Contractor shall request refunds for all test purchases by presenting the original receipt to uniformed Death Valley NP staff at Furnace Creek Visitor Center, Stovepipe Wells Ranger Station, or Furnace Creek Campground Kiosk during operating hours and within 14 days of the test transaction.

5.7 Cloud-based, Real-time Monitoring & Reporting

5.7.1 Cloud-based, real-time reporting data shall be accessible for auditing and reconciliation purposes via Microsoft Office Excel compatible and Adobe Acrobat PDF file formats.

5.7.2 At a minimum, AFM reports shall capture and present the following data fields using customizable queries:

a. Location name.

b. Purchase date (month/day/year).

c. Last 4 digits of credit card.

d. Credit card sponsor (Visa, Mastercard, etc.).

e. Transaction amount.

f. Transaction number.

g. Product purchased by designated codes and sub-category codes noted in Appendix A.

5.7.3 Sales history and records shall be obtained and accessible via an online interface using Internet Explorer. Microsoft Edge, Mozilla Firefox, and Google Chrome.

5.7.4 Death Valley NP will use these reports to reconcile credit card batch and settlement activity, distribute revenue into appropriate fund accounts, research visitor questions regarding sales transactions, and comply with various audit requests from the NPS Accounting Operations Center (AOC) in Washington DC.

5.7.5 Cloud-based, real-time monitoring using Internet Explorer, Microsoft Edge, Mozilla Firefox, and Google Chrome shall be accessible for monitoring AFM status, settlements, and transaction look-up.

5.7.6 The Contractor shall provide access for a minimum of three (3) online interface users.

5.7.7 A mobile app and text messaging shall be available to view data and monitor system status and be provided to Death Valley NP users free of charge.

5.7.8 Automatic resettable collection totals and non-resettable grand total (NRGT)reports shall be available to the park for audit purposes.

5.7.9 Government shall be able to access machines for audit purposes at any time. To ensure control of funds, all machines shall have a NRGT, which must include all recorded transactions, and prior to placing into operation, the COR must be given the secure NRGT to provide an initial point of accountability.

5.7.10 Cloud-based, real-time reporting shall be accessible and compatible with government computer and software for viewing and download.

5.7.11 Recorded and searchable sales criteria shall include:

a. Yearly, monthly, daily, and hourly breakdown of total sales.

b. Detailed record of all transactions through a transaction log.

c. Search feature to query settlements by daily bank processing.

d. Transaction research by last four credit card digits.

e. Contractor shall refer to Appendix D for additional reporting parameters.

f. Contractor shall refer to Appendix A for information on quantifying transactions by accounting code.

5.7.12 Contractor shall involve COR in naming locations as they appear in the cloud-based data management system and generated reports.

5.7.13 Reporting parameters not automatically offered via the cloud-based reporting system shall be custom developed internally or outsourced as necessary.

5.7.14 Upon contract conclusion, Contractor shall provide sales history data records to Death Valley NP for historical reference.

5.7.15 Contactor shall provide Death Valley NP access to cloud-based, real-time reporting system for 6 months after contract completion.

F. Deliverables

6.1 Initial Operating & Field Installation Plan

6.1.1 Prior to commencing services, the Contractor shall provide a written, initial operating plan to be approved by the CO, COR, Death Valley NP’s Cultural and Environmental Review Team (CERT), and the Park’s Senior Management Team.

6.1.2 AFM units belonging to the incumbent Contractor, are currently installed at locations noted in Appendix E (pages i-xiv). A newly awarded Contractor shall arrange an interim solution with the incumbent contractor within to ensure revenue collection continues prior to and during all new equipment installation.

6.1.3 The Contractor’s initial operating and field installation plans shall be developed and executed with COR input to minimize revenue disruption with respect to timelines and delivery information.

6.1.4 The Contractor’s development and custom design plan for visitor-facing POS workflow screens and printed receipts shall involve the COR in conception, testing, and troubleshooting.

6.1.5 Finalized visitor-facing POS workflow screens and printed receipts shall be COR-approved at least one week prior to field release and visitor use.

6.1.6 A finalized installation plan shall be shared with Death Valley NP’s COR at least two weeks in advance of hardware receipt and on-site installation.

6.1.7 The on-site installation process shall not exceed 96 hours from start to finish.

6.1.8 Location hardware swaps shall be strategically scheduled in the AP, incorporating COR input, to ensure maximum NPS revenue collection.

6.1.9 An individual location’s down-time shall not exceed 6 hours within peak revenue collection periods. The COR will educate the contractor on reasonable and flexible timeframes during field installation plan development.

6.1.10 The Contractor shall immediately advise the COR of any unforeseen delays or changes to the installation schedule and machine changeover process.

6.1.11 Any faulty programming discovered after field installation will be documented by the Government and shall be corrected by the Contactor.

6.1.12 A timeframe for resolving faulty programming will be developed between the COR and the Contractor. Action items will be grouped into reasonable resolution timeframes (such as days, weeks, months) based on the nature of the requested change and type of resources required.

6.1.13 Upon contract conclusion, the Contractor shall remove all field hardware installations to enable and align with safe and efficient installation plans to assist a newly awarded Contractor.

6.1.14 Upon contract conclusion without an incoming Contractor, all field hardware installations shall be removed within 30 days.

6.1.15 Contractor shall ensure installation sites are free of residual machine and installation debris upon removal of hardware. All mounting fixtures shall be filed to flush surface levels with concrete and pavement to maximize site safety.

6.2 Acceptable Quality Level (AQL)

6.2.1 It is the objective of the Government to obtain complete and satisfactory performance with the terms of the specifications and requirements in this contract. To this end, the Government is contracting for the complete performance of each task identified in the specifications of service sections.

6.2.3 If the Contractor fails to consistently settle revenue batches, migrate MID numbers, provide timely service response, and prepare/submit acceptable reports within the required time frame, this will be construed to mean contracted work has not been performed and the Government will withhold all payments until the batch settlements, required services, or invoices are satisfactorily completed and submitted to the COR.

6.3 Monitoring Method

6.3.1 Death Valley NP will be monitoring the performance of the contractor for:

a. Receptiveness to customized development of POS programming and receipt design.

b. Responsiveness to service requests.

c. Consistency of daily batch settlement activity.

d. Management of MID numbers with their respective locations.

e. Accurate and timely entry electronic invoices.

6.4 Frontline Service Expectations:

6.4.1 The Government requires dependable fee collection, accurate and efficient funds transfer, and punctual technical service response as stated in 5.1 Automated Fee Machine Requirements & Locations, 5.5 Revenue Transfer, and 5.6 Service Response sections of this SOW.

6.4.2 Death Valley NP will maintain a log of call outs to the contractor, notating response time and outcome of service call.

6.4.3 Failure to successfully execute a Fee Free Event with more than a seven-day notice will be perceived as failure to meet a service request.

6.4.5 Any revenue collected during a designated Fee Free Event will be returned to respective cardholders by the Death Valley NP. Overcharges resulting from incorrect pricing will be returned to cardholders by the Death Valley NP and is deemed ineligible for calculating contractor collection or compensation.

6.5 Daily Batch Settlements:

6.5.1 Daily batch settlement standards originate from NPS standards for transacting credit card revenue and managing PCI data.

6.5.2 The COR will routinely monitor AFM locations for consistent batch settlement patterns and inform to contractor of any inconsistent revenue patterns.

6.6 Managing MID Numbers:

6.6.1 The COR will maintain a log of instances when MIDs do not correspond with respective locations.

6.6.2 The Contactor’s staff shall be well versed on which components contain MID configuration and how MID information is affected by machine component swaps.

6.6.3 Machine components holding unique location MID information shall not be moved from its respective location.

6.6.4 Movement of MIDs is discovered during the Plastic Credit Card Network (PCCN) reconciliation process and may not be resolved until several weeks after an incorrect MID association. As a result, the Contractor’s shall be mindful of this need to achieve a Fully Successful rating for this criterion.

6.7 Electronic Invoicing:

6.7.1 Upon review of monthly revenue deliverables, the Contractor will be prompted to create an electronic invoice in the Invoice Processing Platform (IPP) via email communication from the

COR.

6.7.2 The COR will analyze all sales transactions, scrutinizing any challenges and anomalies in the contractor’s reporting system during reconciliation. Review and reconciliation of monthly deliverables may take up to four weeks depending on transaction complexities, volume, and bank settlement patterns.

6.7.3 The COR will alert the Contractor regarding any reporting anomalies. When the Government incurs additional time to adequately review revenue deliverables resulting from reporting anomalies, the Contractor shall anticipate delays with invoice communication and payment for the respective month. Payment delays may continue into future months until reporting anomalies resolve.

6.7.4 Death Valley NP will document receipt of monthly invoices entered in IPP.

6.7.5 IPP document attachments shall include:

a. Name and address of the Contractor.

b. Name of COR.

c. Invoice date and number.

d. Contract number.

e. Invoice period of performance.

f. Communicated amounts entered accurately on respective lines.

6.7.6 IPP entries and documents will be reviewed for accuracy and completion. Precise invoices will be paid within 30 days.

6.7.7 Incorrect invoices will be rejected, and the contractor shall correct and resubmit invoice documents.

PART 3: SUPPORTING INFORMATION

G Security

7.1 Insurance Requirement

Liability insurance coverage, written on the comprehensive form of policy, is required in the amount of $500,000 per occurrence for bodily injury and $50,000 per occurrence for property damage. (See clause DIAR 1452.228-70, Liability Insurance).

H Place of Performance

8.1 Installation Locations

8.1.1 All AFM installations stations are located within the boundaries of Death Valley NP.

8.1.2 Locations of Death Valley NP contact stations and perimeter AFM installation locations are not positioned along or near named cross-streets within a city/town setting.

8.1.3 Appendix E contains information on regional orientation and desired AFM locations.

8.2 Operating Hours & Conditions

8.2.1 The Contractor shall be required to ensure AFM operation for 24/7 visitor use. AFM readiness to address peak visitation periods and seasonal openings and closures is expected to meet COR specified dates in a timely manner. Service response and AFM access is subject to change based on closure of station locations due to weather conditions, nearby maintenance, and road closures. Notification of such changes may be provided in advance by COR.

8.2.2 Service work on AFMs is performed outdoors in all weather conditions, including long periods of exposure to hot sun (exceeding 100F to 130F temperatures in summer months), inclement weather (rain, snow), and high winds. Exposure to dirt, dust, exhaust fumes, and airborne particles shall be expected.

8.2.3 Encounters with biting and stinging poisonous and non-poisonous fauna are possible.

8.2.4 Once arriving in Death Valley NP, considerable driving is required to service AFM locations. Travel time within the park boundary averages 6-10 hours per trip and can cover more than 300 hundred miles.

8.3 Road Closures

8.3.1 If a highway or access road is closed for construction or other reasons beyond the control of the NPS and the Contractor is unable to access the collection sites via the normal route, the Contractor shall arrange to use an alternate route to the site or perform work outside the closure period.

8.3.2 The Contractor is responsible for determining when highways and access roads will be open, and plan work accordingly. The COR may assist in relaying information to Contractor regarding closures and alternate travel routes.

8.3.3 The Government reserves the right to close recreation sites for construction or rehabilitation, including, but not limited to, repaving roads and parking areas. The COR will inform the contractor of all closures.

I. Period of Performance

This contract is being solicited as one-year base period with four option years to follow.

Anticipated base contract period is January 23, 2023, through January 22, 2024.

J. Special Considerations

10.1.1 Government-furnished Property

No Government property will be furnished.

10.2.1 Government-furnished Services

Utility service, such as electricity, may be available depending on the AFM location and proposed hardware. The Contractor will not be charged for utility service.

10.3.1 Government-furnished Reimbursement Costs

No start-up costs or additional reimbursement will be provided by the government.

10.4.1 Government-procured Property

Upon contractor conclusion, the Government will take no ownership of AFM machine hardware and peripheral equipment from the Contractor.

i | Appendices A-G

APPENDIX A – PRODUCT OFFERINGS & NUMERICAL CODES

Death Valley National Park - Products Offered by Location

AFM Location W ee kl y En tr an ce

(n on

-c om m er ci al

Pr od uc t c od e

C om m er ci al

T ou r En tr an ce

P ro du ct c od

C am ps ite

F ee

Pr od uc t c od

Badwater x Furnace Creek Campground x x Furnace Creek Visitor Center x x Grapevine Ranger Station x x Hell’s Gate x Mesquite Springs Campground x x Ryan Junction (2 AFM units) x Stovepipe Wells Campground x x Stovepipe Wells Ranger Station x x x Sunset Campground (3 AFM units) x x Texas Springs Campground (2 AFM units) x x Zabriskie Point x

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APPENDIX B – PRODUCT PRICE POINTS

Product Price Points

Badwater, Hell's Gate, Ryan (2 AFMs), Zabriskie Point

Entrance Products:

Code 09

Motorcycle (weekly entrance non-commercial) $25.00

Vehicle (weekly entrance non-commercial) $30.00

Stovepipe Wells Ranger Station

Camping

Code 08

Campsite Fee (full price) $14.00 Access Pass Campsite Fee (Passholder discount)

$7.00

Senior Pass Campsite Fee

Commercial Tour Fee Products:

Code 11

Commercial Tour Entrance (1-6 passenger seating; 1 on board)

$35.00

(1-6 passenger seating; 2 on board)

$45.00

(1-6 passenger seating; 3 on board)

$55.00

(1-6 passenger seating; 4 on board)

$65.00

(1-6 passenger seating; 5 on board)

$75.00

(1-6 passenger seating; 6 on board)

$85.00

$75.00 Commercial Tour Entrance (7-15 passenger seating)

$100.00 Commercial Tour Entrance (16-25 passenger seating)

$100.00

$200.00 Commercial Tour Entrance (26+ passenger seating)

$200.00 iii | Appendices A-G continued

Furnace Creek Visitor Center

Entrance Fee

Commercial Tour Fee Products:

Code 11

(1-6 passenger seating; 1 on board)

$35.00

(1-6 passenger seating; 2 on board)

$45.00

(1-6 passenger seating; 3 on board)

$55.00

(1-6 passenger seating; 4 on board)

$65.00

(1-6 passenger seating; 5 on board)

(1-6 passenger seating; 6 on board)

$85.00

$75.00 Commercial Tour Entrance (7-15 passenger seating)

$100.00 Commercial Tour Entrance (16-25 passenger seating)

$100.00

$200.00 Commercial Tour Entrance (26+ passenger seating)

$200.00

Grapevine Ranger Station, Mesquite Springs Campground, Stovepipe Wells Campground, Sunset Campground (3 AFMs)

Camping Products:

Code 08

Campsite Fee (full price) $14.00 Access Pass Campsite Fee

(Passholder discount) $7.00

Fee iv | Appendices A-G

Continued

Furnace Creek Campground

Camping

Code 08

Campsite Fee (full price) $16.00 Access Pass Campsite Fee (Passholder discount) $8.00

Senior Pass Campsite Fee (Passholder discount) $8.00

Electric Box Campsite Fee (full price) $36.00

Electric Box Access Pass Campsite Fee (Passholder discount)

$25.00

Electric Box Senior Pass Campsite Fee (Passholder discount)

$25.00

Group Site 5 $35.00

Entrance Fee

Texas Springs Campground (2 locations)

Camping Products:

Code 08

Campsite Fee (full price) $16.00

Access Pass Campsite Fee (Passholder discount) $8.00

(Passholder discount) $8.00

Fee

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APPENDIX C – RECEIPT DESIGN

Contractor shall work with COR to develop and provide examples of receipt graphics and obtain COR design approval before field implementation to ensure accurate messaging.

Font sizes shall range from 18 to 36 point. The COR will work with the Contractor SME to vary point sizes, capitalization, and font weight during receipt design development.

Messaging changes will be requested throughout the performance period to incorporate fee increases and language improvements to assist visitors and other NPS units.

At a minimum, all weekly (non-commercial) and commercial tour entrance receipts shall include:

• Configurable header with multiple text size options to feature:

o Park name o Location of purchase o Product purchased (7-day Entrance) o Product sub-category purchased

• Vehicle

• Motorcycle

• Commercial 1-6

• Commercial 7-15

• Commercial 16-25

• Commercial 26+ o Terminal identifier number o Transaction number o Purchase date and time o Non-transferable, Non-refundable disclaimer

• Configurable body content with multiple text size options to feature:

o Amount paid o Any multipliers used in price calculations

• Configurable footer with multiple text size options to feature:

o Last four digits of the credit card number charged o Expiration date and time o Customizable message educating visitors to display the receipt on their dashboard o Customizable message directing visitors to visit a contact station to receive a park map vi | Appendices A-G

APPENDIX C – RECEIPT DESIGN continued

At a minimum, all camping receipts shall include:

• Configurable header with multiple text size options to feature:

o Park name o Location of purchase o Product purchased (Camping) o Product sub-category purchased

• Regular Rate

• Senior/Access

• Electric Box Regular Rate

• Electric Box Senior/Access

• Group Site 5 o Terminal identifier number o Transaction number o Purchase date and time o Non-refundable, Non-transferable disclaimer

• Configurable body content with multiple text size options to feature:

o Amount paid o Any multipliers used in price calculations

• Configurable footer with multiple text size options to feature:

o Last four digits of the credit card number charged o Expiration date and time based on camping nights purchased o Prompt and space for license plate number o Prompt and space for campsite number o Customizable message directing visitors to display their camping tag on campsite marker o Statement indicating the receipt is not and entrance pass vii | Appendices A-G

APPENDIX D - REPORTING REQUIREMENTS

The COR will work with the Contractor to provide greater explanation or Government banking institution reports to assist in developing reconciliation reports and/or query tools within the cloud-based reporting Interface.

Payment Settlements

This reporting option provides information on transaction amounts that have been deposited into our account via location and its respective MID. It is important to note that the purchase date may differ from the bank settlement date. Query options by bank settlement dates and amounts are required for NPS reconciliation processes. Search filter options should be configurable by date (from, to), machine location, daily summary, and/or transaction detail.

These reports are necessary components in the PCCN reconciliation process and are required by AOC for audit purposes.

Payment Settlements by Product Code/Type

This more-detailed report provides information on transaction amounts and product codes/types that have been deposited into our account via a location and its respective MID. Search filter options should be configurable by date (from, to), machine location, configurable by amount range, and settled transactions detailed by product offering purchased.

Such data is easily confused with product offerings purchased on a particular date. While that information is also useful, it is possible that a product’s purchase date differs greatly from the batch settlement date. For this crucial report, the outcome is to match the batch settled sales transactions against our banking institution’s settlement/deposit activity report.

This report is a necessary component in the PCCN reconciliation process and for re-allocation of revenue per product sold as requested by FLREA and AOC for audit purposes.

Transaction Lookup

Visitors routinely inquire about transactions on their banking statements. This report allows for query and review of transactions by the last four (4) digits of a credit card number. Search filter options should include configuration by date (from, to), machine location, and indicate batch settlement status. Generated reports should also include a transaction’s credit card authorization code for comparison with the Government’s banking institution if necessary.

Transaction Detail Report

This report organizes information by original sale date, but also indicates the settlement date and status with the Government’s banking institution. Similarly, this report should feature options to query data by location with assigned MID and configurable date (from, to). Search results would also return information pertaining to the ending credit card digits and card logo imprint.

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APPENDIX E – DEATH VALLEY NP GENERAL ORIENTATION & AFM LOCATION MAPS

There are no recognized street addresses for park destinations or contact stations. The regional map below indicates Death Valley National Park’s location relative to Las Vegas, NV, the nearest metropolitan area.

The following pages provide more focused maps targeting required AFM locations.

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APPENDIX E – DEATH VALLEY NP GENERAL ORIENTATION & AFM LOCATION MAPS

Locations of the Death Valley National Park automated fee machines are not located on basic cross-streets within a city/town setting. Below are maps indicating required machine locations.

3 stations within proximity to Stovepipe Wells Village and approximate mapping coordinates

Stovepipe Wells Ranger Station (SOW Location 5.1.3.9) (Approximate mapping coordinates: 36°36.28.70 N 117°08.39.59 W)

Stovepipe Wells Campground (SOW Location 5.1.3.8) (SOW Location 5.1.3.8)

(Approximate mapping coordinates: 36°36.26.7 N 117°08.51.8 W)

Hell’s Gate Comfort Station & Orientation Kiosk (SOW Location 5.1.3.5) (Approximate mapping coordinates: 36°43.26.8 N 116°58.41.5 W)

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7 stations within proximity to the Furnace Creek area and approximate mapping coordinates

Texas Springs Campground (2 locations) (SOW Location 5.1.3.11)

(Approximate mapping coordinates: 36°27.35.5.N 116°51.24.5 W) (Approximate mapping coordinates: 36°27.32.5 N 116°51.14.8 W)

Sunset Campground (3 locations) (SOW Location 5.1.3.10)

(Approximate mapping coordinates: 36°27.28.0 N 116°51.43.3 W) (Approximate mapping coordinates: 36°27.33.2 N 116°51.45.2 W) (Approximate mapping coordinates: 36°27.30.4 N 116°51.51.7 W)

Furnace Creek Visitor Center (SOW Location 5.1.3.3)

(Approximate mapping coordinates: N 36°43.26.8 N 116°58.41.5 W)

Furnace Creek Campground (SOW Location 5.1.3.2) (Approximate mapping coordinates: N 36°29.51.7 N 117°13.37.5 W)

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PPENDIX E – DEATH VALLEY NP GENERAL ORIENTATION & AFM LOCATION MAPS

2 stations within proximity to Grapevine Ranger Station and approximate mapping coordinates

Grapevine Ranger Station (SOW Location 5.1.3.4) (Approximate mapping coordinates: 36°59.46.4 N 117°21.58.0 W)

Mesquite Spring Campground (SOW Location 5.1.3.6)

(Approximate mapping coordinates: 36°57.48.3 N 117°22.03.6 W)

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APPENDIX E – DEATH VALLEY NP GENERAL ORIENTATION & AFM LOCATION MAPS

continued

3 stations on the eastern park boundary, nearest Pahrump, NV approximate mapping coordinates

Ryan Junction Comfort Station & Orientation Kiosk (2 AFMs) (SOW Location 5.1.3.7) (Approximate mapping coordinates: 36°21.58.6 N 116°42.14.9 W)

Zabriskie Point Comfort Station (SOW Location 5.1.3.12)

(Approximate mapping coordinates: 36°25.15.5 N 116°48'33.9 W)

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APPENDIX E – DEATH VALLEY NP GENERAL ORIENTATION & AFM LOCATION MAPS

1 station at Badwater and Las Vegas and approximate mapping coordinates

Badwater Comfort Station & Parking Area (SOW Location 5.1.3.1) (Approximate mapping coordinates: 36°13.46.0 N 116°46.03.7 W)

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APPENDIX F – OVERVIEW OF SERVICE EXPECTATIONS

Weekly Routine Preventative Maintenance

A successful contractor shall establish a weekly service routine to include all in-service locations per the Death Valley NP’s seasonal needs. Routine preventative maintenance is crucial to assuring reliable machine performance and seamless revenue collection. Examples of routine preventative maintenance include:

• Card reader cleaning, especially after significant wind events

• Performing communication path tests

• Wiping machine exterior to ensure legible reflective messaging

• Inspection of machine facade for damage, wear, and tear

• Examination of visitor-facing menu screen for legibility and precision

• Monitoring online interface for machine consumables (paper supply, battery power)

• Proactive replacement of full paper rolls and fresh batteries in advance of high visitation periods and park special events

• Checking and confirming proper operation of machine cooling units

• Observing daily transaction activity in online interface for early identification and resolution of banking communication lapses

Unlimited Service Call Capacity

Death Valley NP collects fees 24/7, 365 days a year unless a Fee Free Event is in progress. To ensure maximum revenue potential and optimal visitor experience, the COR will place service calls when a machine fails to perform as outlined in the SOW. Such service calls will be placed in addition to expected weekly service routines. The historical average is 12 service calls per month.

Death Valley NP experiences significant visitation spikes on weekends and holidays including Thanksgiving Day, Christmas Eve, and Christmas Day. To profit from increased traffic, response to service calls placed during these times is essential.

Examples of potential service…