SOW eCommerce Delivery Service_DRAFT.pdf

eCommerce Delivery Service Statement of Work (SOW)

1. Background This is a non-personal services contract to provide eCommerce-based delivery Services at selected Defense Commissary Agency (“DeCA”, or the “Government”) locations, as described more fully herein. The Government plans to pilot delivery services with one or more Delivery Service Provider (“Contractor”) at selected locations.

DeCA uses an Enterprise Business Solution (EBS) to support all of DeCA’s business operations (retail, back office, and support). DeCA is currently under contract with NCR to provide this EBS system which incorporates an application for DeCA’s online shopping portal (operated as “Commissary C2G®” and referenced herein as “CC2G”), currently available at 235 Commissaries worldwide. Eligible patrons purchase groceries online and currently use a curbside pick-up method at their local commissaries. This DeCA ecommerce application has the capability to support eCommerce Delivery Services to provide additional access to the benefit to eligible patrons.

2. Description of Services The Delivery Service Contractor, or Contractor, shall provide all personnel, equipment, supplies, transportation, tools, materials, supervision, and other items necessary to perform eCommerce-based delivery services to commissary patrons as defined in this Statement of Work, except for those items expressly identified as being provided by the government (picking, bagging, and staging groceries/goods, in preparation for pick-up by the Contractor).

Contractor shall provide covered services at the rates and under the conditions specified herein, namely for a 20-mile “driven” radius from the selected locations identified in Appendix B.

3. Government Responsibilities

a) The Government will pick, bag, and stage the items for pickup by Contractor.

b) The Government will provide necessary information pertaining to the patron’s order/transaction to the service Contractor in a timely manner. This information will include patron name, delivery address, phone number, email, pick-up/delivery date & time window, order number, transaction total, delivery fees, gratuity, and number of bags.

c) The Government will be the initial point of contact for patrons in regards to issues related to damaged or unusable products; provided, however, the Contractor agrees to reimburse the Government for products rendered damaged or unusable through the Contractor’s actions or inaction.

d) The Government will be responsible for the collection of funds from the patron (payments for groceries, DeCA surcharge, delivery fees, and any applicable delivery driver gratuities).

e) The Government will provide payment of all collected delivery fees and any applicable delivery driver gratuities upon successful monthly invoice reconciliation between the Contractor’s invoice and DeCA’s ecommerce application report.

f) The Government will provide any collected delivery performance feedback to the Contractor, monthly.

g) The Government will provide the Contractor the CC2G normal delivery operating hours for each covered commissary location at the beginning of the performance period and will update the information as needed.

4. Contractor Responsibilities

a) Within 5 days of entering into a contract with the Government, the Contractor shall provide detailed schedule for fully functioning interface with DeCA’s eCommerce application, and shall demonstrate the capability to interact with DeCA’s CC2G e-commerce platform to support the end to end (E2E) functionality at the Contractor’s sole cost to include integration with DeCA’s ecommerce software provider. Required system interactions include but are not limited to:, accepting notifications of patron information necessary for delivery, and sending contemporaneous notifications acknowledging CC2G order and delivery status. The Contractor shall provide a schedule that shows how the interaction capability will be achieved by the required date, with appropriate milestones.

If, at any time, the Contracting Officer receives notice or has reason to believe that the Contractor will not achieve the required capability within the stated period, the Government reserves the right to immediately terminate the contract without any further obligation or payments to the Contractor. In such case of termination, the Contractor shall reimburse the Government for any expenses incurred or payments made prior to the termination. The Contractor will identify and manage the actual delivery driver / entity to pick-up and deliver the patron’s order.

b) Contractor shall have a minimum system availability of 98% for the delivery Application Programing Interface (API) and other related systems.

c) Contractor shall meet all security and data rights requirements per Section 7

d) Contractor’s drivers shall be available during all CC2G delivery operating hours for each individual commissary location. The lead time will be between 3 to 8 hours based on the available resources in the store to fulfill orders.

e) Contractor shall complete delivery within the specified two-hour delivery window that the customer had picked on the eCommerce delivery application.

f) Contractor shall notify the patron (call, text, or email, in accordance with customer preference) of their delivery upon arrival to the specified delivery address.

g) Contractor shall provide professional, prompt, and consistent service.

h) Contractor shall provide licensed, insured delivery drivers who maintain the ability to access military installations throughout the period of performance of the contract.

i) Contractor is solely responsible for ensuring that delivery drivers are able to access the

U.S. military installations based on individual installation security requirements.

Contractor is solely responsible for contacting each installation to determine specific entry access requirements and maintaining compliance with those requirements and any updates to same.

j) Contractor shall be responsible for any damages caused by its personnel or sub-contractors, including delivery drivers. Contractor shall indemnify and hold the Government, its agents, employees, and officials, harmless for any claims, demands, damages, expenses, losses, fines, penalties, or liabilities arising from the Contractor’s performance under or related to this contract.

k) Contractor shall maintain “cold chain” (chill and freeze) temperatures for all applicable foods delivered.

l) Contractor shall contact the Commissary through which the order was placed if a significant delay in delivery will occur. Said delay is “significant” where pick up and/or delivery will occur outside the agreed to the two-hour delivery window.

5. Effective Dates

This contract shall be effective for a total of 135 days to include 45 days of integration and testing by the Contractor and the DeCA ecommerce vendor followed by 90 days of delivery services

6. Key Government Personnel

Contract Specialist - Daniel Lindsey Contracting Officer - Jason Reedy Con DeCA eCommerce Delivery Service Technical Advisor – Howard Knight

7. Data Privacy and Security

Documents, materials, and information shall be shared by the Contractor with its employees or sub-contractors on a need-to-know basis in order to perform the delivery services described herein, and may not be used by the Contractor except in the performance of obligations under this contract and in compliance with all applicable federal laws, regulations, and Department of Defense policies. All materials supplied to the Government hereunder shall be the sole property of the Government. This right does not abrogate any other Government rights.

Contractor shall employ security measures in accordance with NIST 800-95, Guide to Secure Web Services, and NIST Special Publication 1800-16, Securing Web Transactions, and ensure each API utilizes an approved PKI certificate management system. Audit, transaction and security event logs shall be secured, either by transmitting the log data via an encrypted API, socket, or network connection, or by encrypting the log data before transferring them via an unencrypted or encrypted channel. Contractor shall employ, at a minimum, all requirements related to encryption of data at rest or in transit as codified within NIST 800-171 Special Publication Revision 2, Protecting Controlled Unclassified Information in Nonfederal Systems and Organizations

8. Description of Payment Flow Process

1. The customer’s credit card will be pre-authorized for the transaction total including delivery fee and any applicable gratuities.

2. After pre-authorization the store will initiate the customer order picking process, based on the selected delivery window.

3. No later than the third business day after the month end, the delivery service Contractor will provide DeCA Resource Management a summarized electronic invoice to include a detailed report that can be exported into Excel.

a. The summary invoice will include the total amount due for the prior month and a remittance address for the payment.

b. The detailed report will itemize the delivery fees and any applicable delivery gratuities collected for the by day, by store, by order number with each transaction including the details for the overall total, delivery fee and any applicable delivery gratuities.

4. The CC2G application will also provide a monthly summary and detailed report, to enable reconciliation with the Contractor monthly invoices.

5. Resource Management will reconcile the monthly reports received by comparing the amounts for the delivery fees and any applicable gratuities to ensure the values are the same between CC2G and the Contractor.

a. If there is a discrepancy between the Contractor’s invoice amount and the CC2G report, it will be resolved between DeCA RM and the Contractor.

b. Upon completion of the reconciliation, the eCommerce Delivery Service Contractor will submit the invoice through Wide Area Workflow (WAWF).

c. Payments will be made to the delivery service within 30 days of receiving the invoice and detailed reports.

APPENDIX A – eCommerce Delivery Operational Flow

The chart below is a detail of the description of Payment Flow Process.

1. Patron creates an order in the Shop.Commissaries website and proceeds to begin the checkout process.

2. Patron selects the “Delivery” Option from the Commissary CC2G (C2G) website.

3. The patron enters the address that they wish to have the order delivered to, and selects a two-hour delivery window with a minimum lead time of 3 hours

4. The DeCA ecommerce application determines that the patron is within the delivery area based upon the patron’s address and zip code and the avaible delivery window for the date and time based on the patron’s choice

5. Once delivery is confirmed to be within the delivery area and a delivery window is picked in the application, the patron will then finalize payment for their order inclusive of groceries, DeCA surcharge, delivery fees, and applicable delivery driver gratuities.

o The following would be sent along within the confirmation email:

• Order number, transaction amount, delivery fee and applicable gratuity dollars

• The delivery date and window.

6. If delivery is not possible, then the patron would be offered the opportunity to pick up in store or cancel the order.

o If the order is cancelled or picked up by the patron at the store, DeCA RM team will remove the delivery fees and gratuity at the time of monthly reconciliation prior to Contractor payment

7. Once the delivery order is confirmed, the Government will provide necessary data pertaining to the patron’s order/transaction to the Contractor in a timely manner through the API. This information will include patron name, delivery address, email, phone number, pick-up/delivery date and delivery window, size of order, number of bags, transaction amount, delivery fees and applicable gratuity.

8. A contractor notification shall be sent to the commissary alerting them that the delivery contractor is in-route to the store. The following would be sent along within the confirmation:

• Order number

• The delivery date and time window.

• Patron details (Name, phone number, email and phone number)

9. The delivery driver arrives at the commissary, parks in one of the CC2G parking spaces and calls the phone number on the sign. They identify themselves as the delivery driver for (gives the order number and patron’s name).

10. The commissary will contact the patron during the QC (Quality Control) process of assembling their order. They will reconcile with the patron any issues that are discovered during the picking process (substitutions, out of stock, perishable issues, date issues, etc.).

When this reconciliation is complete, the patron will have a full and complete understanding of what they will receive when the delivery driver arrives.

11. The order is brought out to the driver. The driver shows the commissary employee their identification (Employee ID and the patron order information), for verification purposes.

12. The driver packs the order in necessary equipment to maintain “cold chain” (chill and freeze) prior to leaving the commissary parking lot.

13. The driver then departs to the patron’s delivery destination.

14. The driver arrives at the delivery destination, contacts the patron at arrival, and places groceries by the front door (or other specified outside location identified in the comments field in the ecommerce application)

15. Patron will be notified of delivery completion by delivery service contractor (call or text or email).

APPENDIX B – Pilot Locations

The following are the stores that will be serviced by contractor for a 20-mile radius:

Store Name Address 1 Address 2 City State Zip Code

Fort Belvoir 6050 Gorgas Rd BLDG. 2325 Fort Belvoir VA 22060-

Fort Bragg South 1017 Canopy Lane Fort Bragg NC 28310

Fort Lewis 5275 North 14th Street Joint Base Lewis- McChord

WA 98433-

MacDill AFB 2908 N. Boundary Blvd. MacDill AFB FL 33621-

Miramar MCAS 2661 Moore Ave. BLDG 2661 San Diego CA 92145-

Norfolk NAVSTA 1588 Mall Dr. Norfolk VA 23511-

San Diego NB 2525 Callagan Hwy. BLDG 3629 San Diego CA 92136 Scott AFB 203 W Winters Street Scott AFB IL 62225

APPENDIX C – Invoice

This appendix provides a template for the eCommerce Delivery Contractor’s monthly summary and detailed invoice.