SS DRAFT PWS.pdf

PERFORMANCE WORK STATEMENT (PWS)

FURNISHINGS MANAGEMENT OFFICE (FMO) SERVICES

JOINT BASE PEAR HARBOR HICKAM (JBPHH)

1.0 BACKGROUND

1.1 The mission of Commander, Navy Region Hawaii (CNRH) is to provide shore installation operating support to Navy commands located in the Hawaii Region and to the Air Force as the supported component of Joint Base Pearl Harbor-Hickam (JBPHH). Consisting of various departments and program support, CNRH enables maximum mission readiness of tenant commands and activities by providing the highest quality installation services, facilities support, and quality of life programs.

1.2 Joint Base Pearl Harbor-Hickam Unaccompanied Housing (UH) and JBPHH Family Housing (FH) consists of two Private Public Venture (PPV) housing agreements: 1) Hickam Communities LLC’s agreement with the Air Force to own and manage the homes on the former Hickam Air Force Base Property, to include 2,495 units, and 2) The Ohana Military Communities (OMC), a Hunt Military Community partnership with the Navy to own and manage the houses on Navy property, which includes 4,512 units.

2.0 OBJECTIVE/SCOPE

2.1 CNRH seeks a qualified Contractor to provide Appliance Repair for JBPHH UH barracks located on Oahu, Loaner Furniture Drayage, repair services for JBPHH Family Housing and unaccompanied single personnel to on-base PPV housing and community housing located off the installation on the island of Oahu, as described in this Performance Work Statement (PWS). The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, vehicles, supervision, and services necessary to perform Furnishing Management Office (FMO) operations, except for those items specified as Government Furnished Property (GFP). The Contractor shall provide services to include major/minor repair, delivery, and pick-up of Government-owned loaner furniture as listed in Attachment 5 - Government Furnished Property Loaner Furniture Inventory, to privatized homes for Navy and Air Force PPV Housing projects and within off-base civilian communities on Oahu, for authorized JBPHH accompanied and unaccompanied Navy and Air Force personnel, serviced by the 647th Force Support Squadron (647 FSS) and the Regional Support Center, (RSC) Pearl Harbor.

3.0 PERFORMANCE REQUIREMENTS

3.1 Furnishings and Appliance Inventory Management. The Contractor shall meet the standards in reference publications listed in Attachment 10 - Reference Publications, for accounting of Government Furnished Property (GFP) and determining condition, proper stowage, appropriate size, type, and quantities of backup stock.

3.2 Request for Replacement Furniture/Appliances. The Contractor shall provide written notification to the COR/ACOR with furniture requiring replacement type, size, etc. as required to ensure furniture or appliances are available at all times to meet contract requirements.

3.3 Furnishings and Appliance Accountability Procedures. The Contractor shall maintain an accurate inventory of and accountability for all GFP, as well as all transaction records IAW reference Publications listed in Attachment 10 - Reference Publications, via use of enterprise Military Housing (eMH), Family Housing Management (FHM) and Unaccompanied Housing Management (UHM) Inventory and Warehouse modules. All furniture items in the warehouse must have barcode asset tag and accounted for within eMH. UH and FH loaner furnishings must be kept separate within the warehouse with barcode asset tags that are clearly labeled, segregating them as UH or FH items. Electronic inventory and paper files shall be kept current to reflect furniture and appliance issued GFP, GFP turn-ins, receipts of new GFP, disposals of GFP, and other required information as documentation to properly track disposition of

GFP.

3.4 Warranty Enforcement. The Contractor shall maintain warranty data and date of delivery of furnishings and appliances to be used in determining depreciation allowances and replacement requirements. The Contractor shall enforce warranties in order to minimize repair and replacement costs for GFP.

3.5 Clean-up and Disposal of Debris. All refuse and debris resulting from loading or off-loading, packing or unpacking, within and around quarters is the responsibility of the Contractor and shall be removed prior to leaving the area. All refuse and debris shall be disposed of in accordance with local, State, and Federal laws. Recyclable materials shall be disposed of through the Base Recycling Center in accordance with base recycling policies and procedures.

3.6 Reimbursement and Abuse Reporting Procedures. The Contractor shall identify and report suspected abuse, neglect, or theft of GFP, and any accident occurring within the government premises or during a home visit, to include the warehouse immediately via phone call to COR. If COR is not available, then to COR supervisor until verbal contact is achieved to complete initial incident report. Follow up email with written report of details shall be sent to the COR/ACOR within same business day of discovery or day of incident. The Contractor shall provide supporting documentation for the written report to include photographs of damages, and any other evidence available to COR, via email and Carbon Copied (CCed) to COR/ACOR supervisor.

Once liability is determined by the Contracting Officer’s Representative (COR/ACOR) who will review Contractor’s proposed repair/replacement costs and acquires approval from COR supervisor, the Contractor shall provide COR/ACOR the appropriate documentation within one business day to proceed with charging the responsible party and collections to the US Treasury deposit; details are contained in Attachment 10 – CNIC Housing Desk Guide Furnishings Management.

3.6.1 Incident Reporting Protocol

INCIDENT REPORTING PROTOCAL

SEQ TIMEFRAME ACTION MODE OF

COMMUNICATION

PROVIDE REFERENCE/

NOTES

1 ASAP Call POC(s) on Incident

Report Phone Tree to report the incident. Escalate up the tree until someone is contacted.

Phone N/A

2 Same Business Day

Send an email to Incident Group Distro list identifying the incident detailing:

• How incident was discovered: reported;

found; etc.

• Date/Time of incident report.

• Date/Time of KTR confirmation.

• Information surrounding the incident to include source/cause of the incident; extent of damage; any efforts to contain the damage;

etc.

Attach supporting documentation such as photo and other available evidence.

Email Supporting documentation in the form of photos

3 Next Business Day of COR incident email notification for review/approval to COR Supervisor

Prepare proposed repair/replacement costs and acquire COR’s supervisor approval to proceed with charging the responsible party and collections to the US Treasury deposit.

Email Written detailed quote, Screenshots of market research, written Calculation of repair /replacement

Details on charging the responsible party are contained in CNIC Housing Desk Guide Furnishings Management.

3.7 Disposal of GFP. The Contractor must have COR/ACOR approval prior to disposing of any GFP. Once the COR/ACOR has approved items to be condemned, or identified as excess by the COR/ACOR, the Contractor shall make arrangements for disposal with Defense Logistics Agency and in accordance with publications listed in Attachment 10

- Reference Publications, for accounting of GFP and disposal.

3.8 Warehouse Management (Bldg1722H). The Contractor shall provide management in the daily planning, organizing, staffing, directing, and controlling the utilization of available resources, to move and store materials into, within, and out of a warehouse, while supporting staff in the performance of material movement and storage in and around the warehouse.

3.9 Special Request. Special requests may be made by the COR/ACOR on occasion;

requests will be in writing (i.e. email). Special requests vary but may include but are not limited to things such as changing out appliances instead of repairing on-site;

repair or replacement of appliances, delivery of furnishings outside of normal duty hours or normal processing timelines; or use of temporary storage space in the Government Furnished Facility (GFF). The Contractor shall comply with special request to the extent possible within the terms of the contract without incurring additional costs. For requests that will incur additional costs, the Contractor shall provide a cost estimate to the COR/ACOR who will coordinate with the Contracting Officer (KO) for modification issuance prior to performance of the request.

3.10 Loaner Sets. The Contractor shall provide loaner furniture sets to accompanied or unaccompanied customers awaiting arrival of personally owned household goods for a period of up to 90 days. Loaner furniture is also authorized for up to 60 days for customers awaiting departure of duty station. The Government reserves the right to authorize other customers’ use of Loaner Sets as available and by exception basis.

Loan set contents are listed in Attachment 4 - Loaner Kit Items Per Set.

3.10.1 The Contractor shall order delivery and pick up of loaner furniture via eMH database. The Contractor shall use the eMH database to ensure loaner furniture deliveries, location of furniture delivered/picked up, and quantity of items delivered and picked up are tracked and accounted for by scanning asset tag barcodes. Contractor shall ensure customers sign receipt of loaner furniture delivery/picked up from address form. Hand Receipt shall reflect quantity delivered/picked up and condition of furniture items delivered and picked up to annotate furniture condition upon delivery and picked up by Contractor. All issued furniture must have barcode asset tags to be scanned and tracked within eMH database prior to delivery. Turned in furniture must be scanned and tracked within eMH upon return to the warehouse. Contractor shall provide coordination with all customers seeking delivery and/or pick up via phone/email.

3.10.2 Routine orders are those made at least three working days prior to delivery

(i.e. ordered Monday and delivered Thursday).

3.11 Furniture - Delivery and Pickup. The Contractor is responsible for scheduling and routing the delivery vehicles. The Government may require and designate an a.m.

(0730—1200) or p.m. (1200-1600) delivery or pickup. Exceptions may include required delivery day or time for buildings with elevator use limitations. The Contractor shall accomplish deliveries and pickups according to the agreed upon schedule with the customer.

3.11.1 The Contractor shall schedule a delivery or pick-up and provide a two (2) hour window to allow residents/customer the flexibility in planning their day.

3.11.2 Specific dates and times may be scheduled for any deliveries or pickups for

General and Flag Officer’s Quarters (GFOQ).

3.11.3 All moves initiated on a given day shall be completed the same day.

Contractors’ failure to complete delivery or pick-ups due to Contractor negligence or misconduct will be reported on the same day to COR/ACOR as a written report with details, and when applicable, photos to show furniture condition.

3.11.4 The Contractor is responsible to receive phone/email requests from residents/customer to schedule delivery and pickup of loaner sets. The Contractor shall inform customers of their requirement to contact the Contractor for pickup and encourage proper planning to allow for routine scheduling. The Contractor shall provide COR/ACOR notification in writing within one (1) business day of all outstanding furniture not returned by the customer at the time of pick up. Written notice of outstanding furniture pick up will be the responsibility of the Contractor to provide to COR/ACOR, who will review for validity and forward to member and member’s assigned command for resolution.

3.11.5 The Contractor shall review all scheduled furniture Request Orders and Pickup

Orders for completeness and accuracy. All documents used for the issue, turn-ins and other adjustments to work request shall be forwarded to the COR/ACOR for review and accountability for all furnishings assets currently in the possession of each service member as a weekly status report, broken out by accompanied and unaccompanied personnel, count of items delivered, date of delivery, scheduled date of pick up, expected date of pick up based on type of furniture delivery - Arrival or Departure, which is then compiled into a monthly status report of all issues, turn-ins and other adjustments to orders provided by the 5th business day of the month.

3.11.6 GFP Accountability and Loaner Kit Tracking: The Contractor is responsible for tracking all issued furniture kits to guarantee return within the required usage limits (90 days for Arrival, 60 days for Departure). The Contractor shall ensure all kits are promptly recovered and returned to the warehouse inventory to maintain GFP accountability and support ongoing customer requirements by providing a month report. All furniture items within the warehouse shall have barcode asset tags

3.11.6.1 GFP Loaner Kit Tracking Requirements

The Contractor shall maintain an active tracking log within eMH database for all issued GFP loaner kits that includes, at a minimum, the following data elements:

Data Element Description

Customer Identifier

Name or unit/contact information for the receiving customer.

Kit Category Designation of Arrival (90-day limit) or Departure (60-day limit).

Issue Date The exact date the GFP was signed over to the customer.

Required Return Date

The calculated deadline based on the kit category.

Status Current state of the kit (e.g., Issued, Returned, Overdue, Damaged).

3.11.6.2 Reporting and Delinquency Management

The Contractor shall consolidate the tracking data into a recurring deliverable submitted to the Government.

Reporting Element Requirement

Frequency Submitted Monthly on the 5th business day to the COR.

Status Summary Aggregate count of kits available in warehouse, kits issued, and kits returned.

Delinquency Roster A highlighted list of all customers who have exceeded their 90-day or 60-day limit.

Recovery Actions Documented communication attempts made by the Contractor to recover overdue kits prior to escalating to the Government.

3.11.7 The resident may reschedule an appointment at least two (2) hours prior to the schedule appointment to avoid a “No Show”.

3.12 Customer Service. The Contractor shall provide customer service (receiving customer request for loaner furniture virtually and in person, answering phone calls from customers for furniture delivery and pickup, etc.) at Building 1722-H and shall ensure that all requests for service are handled in a prompt and courteous manner. Loaner furniture scheduling of deliveries and pick up coordination shall be tracked/documented using only eMH database. Contractor shall be responsible to coordinate all loaner furniture scheduling for all eligible customers seeking service to PPV housing and/or within the civilian community. It shall be the Contractor’s responsibility to ensure adequate personnel, computer/printer equipment and telephone lines are available.

3.12.1 Customer Feedback. The Contractor shall offer customers the ability to provide feedback electronically by offering response in writing via email and/or via QR code method to allow customers the ability to answer voluntarily via electronic survey.

Customer surveys shall be sent to customers via email within 1 business day from completion date of service provided. Access to customer feedback survey responses shall be provided weekly to the COR/ACOR with follow-up of contractor’s written action plan to customers who were dissatisfied with Contractor’s service. Contractor shall provide COR/ACOR real time access to review customer feedback survey responses.

3.13 Resident No-Show. If the resident or an adult dependent of at least 18 years of age is not present to accept the furniture during the scheduled time frame; this shall constitute a “No Show”. The Contractor shall wait at least 10 minutes to make every effort to complete furniture delivery, prior to returning the undelivered items to the originating warehouse. If the resident still cannot be reached, the Contractor shall leave a properly completed “Record of Call Card” at the resident’s Front door (main entrance), indicating the time of arrival and departure, date and name of servicing Contractor representative, followed up with same information in an email to the customer.

Report of the No-Show and actions taken shall be made in writing to COR or ACOR prior to the end of the business day.

3.14 Condition of Furnishings. The Contractor shall assemble and disassemble furniture to

PPV and off-base housing in a safe manner as to not mar/damage furniture, to prevent damage to home and loss of component parts; to include accountability of bed encasements, mattress pads, lamps and bed frames when issued. The Contractor shall check and document the condition of all issues and turn-ins for proper identification, quantity, cleanliness, and serviceability. The Contractor is responsible for providing clean, dust/stain free furnishings and shall ensure all furniture issued is cleaned and/or repaired properly prior to providing to the next customer. Contractor shall annotate proper condition and quantity on hand receipt for items delivered and picked up and ensure customer signature is received for each action. Turn-in loaner kits identified with damages beyond normal wear and tear shall be reported same day by the Contractor in accordance with 3.6.1 Incident Reporting Protocol.

3.15 The residents have the right to refuse delivery of items that are not in serviceable condition. Contractor is required to provide COR/ACOR notification on same business day of customers refusal to receive delivery and provide written documentation of the event.

3.16 Extensions. Weekly, the Contractor shall track the duration of loaner furniture issued and inform residents in writing requiring loaner furniture extensions. The Contractor shall notify the COR/ACOR in writing at least three (3) weeks prior to original return date to allow the COR/ACOR to inform occupants the necessary procedures to allow the Government ample time to process such requests and prevent lapses in service. The Contractor shall maintain the eMH database to document all loaner furniture issued and returns, to provide weekly/month status reports to COR/ACOR to track loaner furniture that is out in the field and associated return dates.

3.17 Furniture Repair and Maintenance. Furniture shall be maintained in satisfactory, usable and safe condition, with major scratches/dents/tears/chipped/marred areas on the furniture to be repaired and refinished to maintain an aesthetically pleasing appearance. Repairs shall be completed in a professional manner using finishes that match existing furniture finish. All cushions and cushion covers and seats shall be maintained in a clean/unstained, good condition with no rips, tears, or fabric does not appear faded and/or worn. Cushions shall be stored properly to maintain their shape and width/thickness. Contractor shall not use GFP cushions as padding when staging furniture for delivery and/or during storage to guard against marring/indentations to GFP cushions.

Furniture Stock Rotation and Quality Assurance - The Contractor shall be responsible for the management and rotation of all furniture inventory to ensure customers receive a quality product upon delivery. The Contractor shall implement a "first-in, first-out" system, prioritizing the issuance of furniture stock that is currently on the shelf and not in active use. Upon the return of any furniture item from a customer, the Contractor shall conduct a thorough inspection to assess its condition. Items found to be worn, faded, scratched, marred, ripped, torn, excessively dirty, or otherwise not in a re-issuable condition shall be removed from the primary circulation inventory. In such cases, the Contractor is responsible for substituting the substandard item with a newer or better-condition replacement from the existing inventory. The primary objective is to rotate stock effectively to make the best use of existing furniture while guaranteeing that the items delivered to subsequent customers are in good, usable condition and meet quality standards. This ensures a consistently high level of product quality and customer satisfaction. The Contractor and COR shall evaluate furnishings requirements and condition quarterly and recommend to COR/ACOR furnishings for disposal and segregates these items from the back-up stock pending COR/ACOR review and COR’s supervisor’s final approval determination. The Contractor shall refer to the guidelines listed in Attachment 10 - Reference Publications, for reference.

3.18 Furniture shortages. In the event of a shortage or projected shortage in available loaner furniture items, the Contractor shall notify the COR/ACOR same business day, who shall determine other sources that are currently available for temporary use. The Contractor shall provide the furniture description, size, dimension, color, minimum quality standards and quantity.

3.19 Furniture Disposal Plan. The Contractor shall identify and segregate furnishings pending approval by the COR/ACOR for disposal. The Contractor shall evaluate furnishings requirements and recommend to COR/ACOR furnishings for disposal and segregates these items from the back-up stock pending COR/ACOR review and COR supervisor’s final approval determination. It is the Contractor’s responsibility to inventory the property to be transferred, prepare accurate documentation for submission to the servicing DLA Disposition Services Site and dispose of the property in accordance with the instructions received from DLA Disposition Services. Mattress or box spring disposal shall be provided by the Contractor which includes removal/handling/transportation to dispose. Contractor shall update eMH database to account for any inventory change(s) within three (3) business days of disposal action to servicing DLA disposal site and then notify COR/ACOR in writing once eMH update is completed. The Contractor shall refer to the listed guidelines in Attachment 10 - Reference Publications, per DLA disposal requirements and CNIC Housing Furnishings Desk Guide.

3.20 Appliance Repair, Pickup, Delivery. The Contractor shall repair/replace, deliver, install, remove, and pick-up appliances in UH; inventory of buildings and appliances are contained in Attachment 6 - Unaccompanied Housing Facilities. Contractor shall notify COR/ACOR/UH Manager of appliances the Contractor determines to be beyond economical repair and should be replaced based on guidance provided within Attachment 10 - Reference Publications, specifically CNIC Housing Desk Guide “Furnishings Management” and outlined in 3.26.4.

3.21 Service Call Operation. The Contractor shall provide a service call operation and handling all service calls relating to appliance repair. The phone number provided may be 808-448-0300. Hours of service call operation shall be 0700-1600, Monday through Friday, except for federal holidays. The Contractor shall maintain records of service calls and provide COR/ACOR weekly reports of service calls and monthly compiled reports showing closed and open service calls. The Contractor shall provide weekly reports of open and closed service calls to the COR/ACOR/UH Manager each Monday. Reports shall include Work Order number, the date and time, nature of the repair, scheduled date and actual response time, action taken to correct the problem, parts and materials, part number, parts order date, parts expected arrival, quantity, unit price and date and time completed. If there is a delay in repair, Contractor shall annotate the delay within the report, note the reason and expected repair completion time.

3.22 Service Call Processing. The Contractor shall process all service calls received from the following authorized government personnel: UH Complex Building Managers/staff and duty personnel, and the COR/ACOR. A list of authorized government personnel will be provided to the Contractor quarterly as needed. The Contractor shall maintain information pertaining to each service call to include, Service Call number, Date/Time work order initiated, Name and Contact information of Requestor; Appliance Location

– Building number, Floor, Room number; Appliance Type, Make, Model, Serial number, date received, date repair accessed, Special Instructions; Description of Work, nature of repair and date of repair Each completed service call shall be signed and dated by authorized government personnel receiving the repair/appliance change out to validate the service was completed, repair provided returned the appliance back to proper operation. Service calls will not be considered completed until government print/signature and date is provided to verify repair completed properly.

3.23 Appliance Service Call Categories. Upon receipt of a service call or notification from the Building Manager/staff, UH Manager and/or COR/ACOR, the Contractor shall categorize each service call as urgent or routine. Service call types are defined below.

3.23.1 Urgent Service Calls. – Any requirement for health, safety, environmental, or property risk. Refrigerator/Freezer: Inoperative and food spoilage has occurred or is imminent; history of multiple service calls for the same appliance.

3.23.2 Routine Service Calls. For all appliances, any calls or work other than urgent is classified as routine.

3.24 Response Times. Response times shall be as follows:

Urgent Respond within two hours, complete within eight hours.

Routine Respond within 24 hours, complete within 72 hours.

Note: All response and completion times shall be measured from the receipt of the service call. The Contractor shall document delays in response time to the COR/ACOR; to include status on parts availability or any other element as it effects completion time. Delays to response time and status of parts available that effect completion time shall be reported weekly until parts received and repair completed to COR/ACOR and UH Manager.

3.25 Contractor Delays. If delays prevent the service technician from arriving during the designated timeframe, the Contractor shall promptly notify the UH Complex Manager/staff, designated in accordance with paragraph 3.20, of an alternate schedule.

Cancellations and any delays shall be reported to the COR/ACOR by the end of business day.

3.26 Change-Out. Change-out may be considered when COR/ACOR/UH Manager approved an appliance cannot be repaired in the field during a routine service call.

The Contractor submits request to COR/ACOR/UH Manager who will determine if the appliance needs to be replaced and returned to the shop for repair. Appliance Change-out shall be done in the same amount of time as specified in table 3.24. Contractor shall specify on change out requests, appliance size, gas or electric, number of prongs required for appliance, what repair part is required to complete proper repair and expected receipt of repair part(s) to complete repair.

3.26.1 Change-Out Damage. The Contractor shall ensure all change-outs are accomplished so as not to damage property. If damage occurs, the Contractor shall repair or replace and return the damaged property to its original condition at no cost to the Government.

3.26.2 Shop Repair and Preventive Maintenance Services. The Contractor shall perform repair services on appliances that are returned to Warehouse, 1722H in order to return the appliance to its original operating function. All repairs shall be completed within 5 business days from date of appliance Change Out.

Where a repair specification is not directed, the Contractor shall perform maintenance and repair work to meet customs and practices of the trade and appliance manufacturer’s recommendations. Preventive maintenance shall be performed on appliances following the checklist contained in Attachment 9 - Checklist for Appliance Preventive Maintenance Inspection/Service. On a monthly basis, the Contractor shall provide a PM schedule of appliance locations to ensure annual appliance PMs are completed. On a weekly basis, the Contractor shall provide COR written reports of completed PMs and action taken on those appliance receiving PM.

3.26.2.1 Shop Repairs. The Contractor shall provide weekly status reports to COR/ACOR of all appliances under repair located at Warehouse, building 1722H. Weekly report to COR/ACOR/UH Manager upon completion of appliance repairs shall be coordinated with COR/ACOR to inspect appliances to ensure repaired and operational. The Contractor shall ensure appliances are cleaned inside and out prior to submitting completed transfer form to COR/ACOR for Contractor to transport appliances to government warehouse.

3.26.3 Materials & Repair Parts. The Contractor shall establish and maintain an inventory of materials, parts and supplies that are required for common repairs to meet the response time for Routine and Urgent repairs. The materials and parts to be furnished shall be Original Equipment Manufacturer (OEM) or be of an equivalent quality. Replacement parts shall conform to the appliance manufacturer’s design requirements and shall provide comparable reliability and durability.

The Contractor shall not cannibalize parts from Government-owned property nor use refurbished/secondhand parts when repairing appliances. The Contractor shall be responsible for establishing and managing an efficient and responsive appliance repair service. This includes maintaining a system to ensure the timely acquisition of necessary repair parts to meet expedited repair timelines.

Vendor and Supplier Management: The Contractor shall create, maintain, and manage a verified list of reliable vendors who have ready and consistent access to suppliers of appliance repair parts. This list shall be sufficient to cover all appliance makes and models under the purview of this contract. On-Hand Inventory of Common Parts: The Contractor is required to identify, procure, and maintain an on-hand inventory of appliance parts that are commonly used in repairs. The strategy for stocking shall be proactive, based on historical usage data, manufacturer recommendations, and anticipated needs. The Contractor shall not rely solely on ordering parts at the time of a service request for these common items. This inventory must be stored securely and managed to ensure parts are readily available for technicians. Repair Turnaround Time: By ensuring the immediate availability of common parts through the on-hand inventory, the Contractor shall complete all appliance repairs within a three (3) business-day turnaround period. This period begins once the appliance has been formally identified for repair by the Contractor and a work order has been generated. Delays caused by a failure to have common parts in stock will be the responsibility of the Contractor.

The Contractor shall perform the labor for repairs and provide the materials and repair parts as part of the contract line items. If the cost of the repair part(s) for the individual appliance exceeds the amount stated in below table

3.26.4 based on appliance type, the Contractor shall provide the COR/ACOR/UH Manager, the replacement part cost to properly repair the appliance back to normal operation. The COR/ACOR/UH Manager will determine, using the same standards as contained in paragraph 3.20 of this PWS, whether repair or replacement is approved.

3.26.4 Appliance Repair Cost Matrix

Appliance Type 2026 Cost 2027 Cost 2028 Cost 2029 Cost 2030 Cost Refrigerator 10.2 cu ft $1,000.00 $1,040.00 $1,081.60 $1,124.86 $1,169.86 Refrigerator 18 - 20 cu ft $1,500.00 $1,560.00 $1,622.40 $1,687.30 $1,754.79 Washer/Single $1,000.00 $1,040.00 $1,081.60 $1,124.86 $1,169.86 Dryer/Single $1,200.00 $1,248.00 $1,297.92 $1,349.84 $1,403.83 Dryer/Dryer (Stackable) $2,100.00 $2,184.00 $2,271.36 $2,362.21 $2,456.70 Washer/Dryer (Stackable) $2,500.00 $2,600.00 $2,704.00 $2,812.16 $2,924.65

3.26.4.1 Appliance Replacement. The Contractor shall provide

adequate written notification to the COR/ACOR with appliances requiring replacement type, size, etc. as required to ensure appliances are available at all times to meet contract requirements to allow for timely government purchase of needed appliances.

3.26.5 Appliance Disposal. The Contractor shall submit for consideration to the

COR/ACOR, appliances that may be beyond economical repair based on guidance listed in Attachment 10 - Reference Publications, shall be identified and segregated from those appliances currently being repaired pending COR/ACOR/UH Manager evaluation. The COR/ACOR/UH Manager must approve all items for disposal.

3.26.5.1 The Contractor is responsible for removal of Ozone Depleting Substances (ODSs) and must be handled and disposed of in accordance with applicable local, State, and Federal laws and regulations. The Contractor, if applicable, would ensure there are reporting procedures, etc., for hazardous materials as well as proper accounting and proper forms approved by Naval Facilities Hawaii, (NAVFAC). All appliances requiring disposal, Contractor shall ensure hazardous material has been properly purged and disposed of prior to submission to Government in preparation for disposal.

3.26.5.2 The Contractor shall inventory disposal property approved by COR/ACOR/UH Manager, prepare accurate documentation for submission to servicing DLA Disposition Services and provide completed documents to COR/ACOR. COR/ACOR will review DLA disposal documents and validate inventory approved by UH Manager.

3.26.5.3 The Contractor shall properly palletize and wrap property in preparation for further coordination with government warehouse personnel with Contractor responsible for follow on transportation to DLA Disposition services.

4.0 GENERAL AND FLAG OFFICER QUARTERS (GFOQ).

The Contractor shall obtain COR/ACOR approval prior to repair of any GFOQ furnishings, appliances, and/or Special Command Position (SCP) items. Contractor shall be responsible for cleaning/repairs prior to delivery to a GFOQ home to ensure items are in good condition.

Contractor is responsible for providing monthly inventory for GFOQ furnishings, appliances and SCP items located in the warehouse and issued to Hickam Communities GFOQ homes.

4.1 The Contractor shall provide monthly reports of all repairs to GFOQ/SCP items to the

COR/ACOR by the 3rd business day of the following month. The report shall include item description, quantity, nature of the repair and repair costs. The report shall include annual aggregate repair total for each GFOQ home.

4.2 The Contractor shall provide monthly inventory report of all GFOQ/SCP items and furniture located within GO homes and in the warehouse to the COR/ACOR by the 3rd business day of the following month to provide status of inventory location. Report shall include all items and furniture that were issued and picked up that month for each GFOQ home located at Hickam Communities.

4.3 The annual historical repair cost is $6,000.

4.4 Special Command Position (SCP). The Contractor shall provide Supplemental

Furnishings Services which includes packing, drayage, warehousing, furniture repair, and cleaning limited to the Hickam Communities PPV. A supplemental furnishing is authorized for General and Flag Officer (GFOQ) to include those selected for promotion, and civilian equivalents residing in the Hickam Communities PPV housing.

5.0 PLACE OF PERFORMANCE

5.1 The work to be performed under this contract will be performed at Joint Base Pearl Harbor Hickam (JBPHH), 510 Kuntz Avenue (Hickam), Bldg. 1722-H, Honolulu, HI 96818. Loaner Kit Deliveries/Pickup will be performed within the island of Oahu to include homes owned by Hickam Communities and OMC Hunt privatization projects.

Appliance repair/deliver/pickup addressed within this contract are in accordance with Attachment 6, UH Facilities and at B1722, B1723H and B393 warehouses.

6.0 SERVICE DELIVERY SUMMARY

Performance Objective

Reference Paragraphs

Surveillance Method

Frequency Performance Threshold

Furnishings and Appliance Inventory Management

3.1 Record Review, Assessment by

COR/ACOR

Quarterly 100% compliance with reference publications for GFE accounting, condition determination, proper stowage, and maintaining appropriate backup stock quantities.

Request for Replacement Furniture/Appliances

3.2 Record Review, Assessment by

COR/ACOR

As Occurs 100% of required written notifications for replacement furniture/appliances are provided to the COR/ACOR to ensure stock is available at all times.

Furnishings Accountability & eMH Database Management

3.3, 3.19, 7.8.4 Record Review, Assessment by

COR/ACOR

Daily / Continuous

100% of electronic and paper files (issues, turn-ins, receipts, disposals) are kept current.

100% of quarterly inventories are

Reference Paragraphs

Surveillance Method completed and eMH updated within 5 calendar days. 95% of disposal actions are updated in eMH within 3 business days.

Warranty Enforcement

3.4 Record Review, Assessment by

COR/ACOR

As Occurs 100% of warranty data and delivery dates are accurately maintained. 100% of applicable warranties are enforced to minimize government repair/replacement costs.

Clean-up and Disposal of Debris

3.5 Random

Inspection, Assessment by

COR/ACOR,

Customer Feedback

Daily / As Occurs

100% of refuse/debris is removed prior to leaving the work area and properly disposed of/recycled IAW local, state, federal laws, and base policies. Zero valid complaints of leftover debris.

Reimbursement and Abuse Reporting Procedures

3.6 Record Review, Assessment by

COR/ACOR

As Occurs 100% of incidents (abuse, neglect, theft, accidents) are reported immediately via phone, with a written report and evidence provided within the

Reference Paragraphs

Surveillance Method same business day.

Documentation for charging the responsible party provided within 1 business day of liability determination.

GFE Disposal Procedures

3.7, 3.19, 3.26.5.2

Record Review, Assessment by

COR/ACOR

As Occurs 100% compliance.

All disposals have prior COR/ACOR approval and follow Defense Logistics

Agency (DLA) Disposition Services procedures and Reference

Publications.

Warehouse Management

3.8 Assessment by

COR/ACOR

Monthly No more than one minor finding per monthly inspection.

The warehouse is maintained in a clean, safe, and orderly condition at all times.

Furniture - Delivery and Pickup

3.11, 3.11.1, 3.11.3

Assessment by

COR/ACOR,

Customer Feedback

Daily 95% of deliveries /pickups are completed on the scheduled day within the scheduled 2-hour window. No more than two (2) valid customer complaints per month.

Reference Paragraphs

Surveillance Method

Loaner Furniture & GFOQ Reports

3.11.5, 4.1, 4.2 Assessment by

COR/ACOR

Monthly 95% of all required weekly and monthly reports are accurate and submitted by the deadline (5th business day for loaner; 3rd business day for

GFOQ).

Customer Service & Feedback

3.12, 3.12.1 Record Review, Assessment by

COR/ACOR

Weekly 100% of customer feedback survey data is accessible to the COR/ACOR. Action plans are provided for 100% of dissatisfied customer responses.

Resident No-Show Handling

3.13 Record Review, Assessment by

COR/ACOR

As Occurs 100% of No-Shows include a 10-minute wait, a left "Record of Call Card," follow-up email, and a written report submitted to the COR/ACOR by the end of the business day.

Condition of Furnishings & Stock Rotation

3.1 4, 3.17 Random Inspection, Assessment by

COR/ACOR,

Customer Feedback

Quarterly 100% adherence to "first-in, first-out" stock rotation principles observed during inspections.

No more than two (2) valid complaints per month regarding furniture condition.

Reference Paragraphs

Surveillance Method

Customer Delivery Refusal Notification

3.15 Record Review, Assessment by

COR/ACOR

As Occurs 100% of customer delivery refusals for unserviceable items are reported with written documentation to the COR/ACOR on the same business day.

Loaner Furniture Extension Notifications

3.16 Record Review, Assessment by

COR/ACOR

Weekly 95% of required extension notifications are sent to the COR/ACOR at least 3 weeks prior to the loaner set's due date.

UH Appliance Management & Beyond Economical Repair

3.20, 3.26.4 Record Review, Assessment by

COR/ACOR

Daily 100% of appliances determined beyond economical repair are accurately reported within one business day to the

COR/ACOR/UH

Manager in accordance with CNIC Housing Desk Guide guidelines.

UH Appliance Repair Reports

3.21 Assessment by

COR/ACOR

Weekly/Monthly 95% of all weekly and monthly appliance reports are accurate and submitted on time.

Reference Paragraphs

Surveillance Method

Service Call Processing & Documentation

3.22 Record Review, Assessment by

COR/ACOR

Daily 100% of service calls are accurately documented and include authorized government print/signature and date to verify proper repair and completion.

Appliance Repair

- Urgent Calls

3.23.1, 3.24 Record Review, Assessment by

COR/ACOR

Daily 95% of urgent calls are responded to within two hours and completed within eight hours.

Appliance Repair

- Routine Calls

3.23.2, 3.24 Record Review, Assessment by

COR/ACOR

Daily 95% of routine calls are responded to within 24 hours and completed within 72 hours.

Contractor Delay Notifications

3.25 Assessment by

COR/ACOR,

Record Review

As Occurs 100% of scheduling delays or cancellations are promptly communicated to the UH Complex Manager/staff and reported to the COR/ACOR by the end of the business day.

Appliance Shop Repairs & Parts Management

3.26.2, 3.26.3 Record Review, Assessment by

COR/ACOR

Weekly 95% of shop repairs are completed within a 3-business-day turnaround. 100% of

Reference Paragraphs

Surveillance Method common parts inventory is maintained as verified by quarterly inspection.

Ozone-Depleting Substances

(ODS)

3.26.5.1 Record Review, Random Inspection

As Occurs 100% compliance with all applicable local, state, and federal laws for handling and disposal of ODS.

Security Compliance

8.1-8.6, 10.0 Security Audits, Record Review, Assessment by

COR/ACOR

Quarterly & As Occurs

100% compliance with all base access, PII, physical security, and key control requirements. All personnel possess required credentials.

Any security incident (e.g., lost key) is reported immediately.

Safety and Health Compliance

8.7, 8.9, 8.16, 8.19

Annual ESOH

CAMP

Inspections, Record Review, Random Site Inspections

Annual & As Occurs

100% compliance with all health and safety regulations.

Zero safety violations resulting in mishap.

All discrepancies from ESOH CAMP inspections corrected within the prescribed timeframe.

7.0 QUALITY CONTROL

7.1 The Contractor shall develop and maintain a quality control program to ensure services are performed in accordance with the requirements of this contract. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-reoccurrence of defective services. At a minimum, the Contractor shall develop quality control procedures addressing the areas identified in 6.0, Service Delivery Summary. The Service Delivery Summary lists the PWS requirements that the Government will survey as part of the Quality Assurance Surveillance Plan (QASP) and defines the standard of performance of each listed service.

7.2 Quality Control Plan (QCP): The Contractor shall develop and submit a QCP for approval with their proposal and provide a copy to COR within 3 business day from contract start date. Contractor shall provide an updated QCP to COR quarterly by the 5th of the last month. It shall be designed to keep the Contractor’s management informed of all issues affecting quality. Contractor shall provide standard process of QC when staging loaner kits for delivery to ensure furniture condition per section 3.17 above. The quality control (QC) records of inspections shall indicate the number and nature of observations made, the number and types of deficiencies found, and the nature of corrective action taken. The Contractor shall perform services in accordance with their approved Quality Control Plan (QCP) submitted with their proposal. QC inspections shall be shared with COR quarterly with a plan of action on items found not in compliance as part of the QC inspection submission. After acceptance of the QCP, the Contractor shall receive the contracting officer’s acceptance in writing of any proposed change to the approved QCP.

7.3 Quality Assurance Surveillance Program (QASP): In addition to the Contractor’s QCP, the Government will establish a Quality Assurance Surveillance Program (QASP) to ensure that the Contractor is satisfying the minimum requirements and deliverables described in this PWS. The QASP will outline the method to be used to perform the surveillance, the frequency, and inspection attributes to be observed, measures, and documented and the processes that the Government will follow to address any findings to restore the Contractor’s performance to the minimum acceptable levels set forth in this PWS. The Contracting Officer Representative (COR/ACOR) will evaluate the Contractor’s performance through any number of surveillance methods to include periodic on-site inspections, customer feedback, and observations. The Government may inspect each task as completed or increase the number of quality assurance inspections as required.

7.4 Contract Discrepancy Reports (CDR): Contractor performance shall be evaluated to determine whether or not it meets contract requirements. If the performance requirement is not met, the COR/ACOR will issue a Contract Discrepancy Report (CDR). The Contractor shall respond within 24 hours to the CDR in writing and explain how the discrepancy will be remedied and prevented from recurring.

7.5 GOVERNMENT FURNISHED PROPERTY

7.6 The Government will furnish the facilities, equipment, materials, and services listed in this section and in Attachment 3 - Government Furnished Property and Government Furnished Equipment.

7.7 Government Furnished Facilities (GFF): The Government will furnish or make available facilities as identified in Attachment 3 - Government Furnished Property and Government Furnished Equipment. The Contractor is advised that the facilities are provided in as-is condition.

The Contractor shall return the facilities to the Government in the same condition as received, fair wear and tear and approved modifications excepted. The Contractor shall designate, in writing, a primary and alternate facility manager and submit updates to the COR/ACOR as changes occur. The Government will provide facility manager training. These facilities shall be used for performance of this contract only.

7.8 Government Furnished Property (GFP). The Contractor shall control, maintain, and protect all Government Furnished Property & Equipment shown in Attachment 3 - Government Furnished Property and Government Furnished Equipment and items listed in Attachments 4 through 10. The Contractor is financially liable for damage and/or loss of Government Furnished Property and Equipment shown in Attachment 3

- Government Furnished Property and Government Furnished Equipment caused by the Contractor’s negligence or misconduct.

Performance requirements include:

7.8.1 A joint inventory conducted within thirty (30) days after contract start date. In addition to all GFP in Building 1722-H and listed in Attachments 3, 5, 7 and 8;

inventory to include a physical inspection of all back-up stock and, record review of loaner sets issued. Initial Joint inventory will be provided as a written report, signed/dated by principle Contractor personnel and Government

COR.

7.8.2 The Contractor shall establish and maintain a Property Management Plan to control, protect, preserve, and maintain all Government property. Records for all Government property in Contractor custody are to be maintained by the Contractor IAW FAR Part 45 and as stated in para 3.3 of this PWS.

7.8.3 The Contractor shall utilize the enterprise Military Housing (eMH) database for inventory record and to track deliveries and pick up of loaner furniture to maintain inventory accountability as stated in para 3.3 and according to standards and requirements contained in the references listed in Attachment 10

- Reference Publications. Use of inventory trackers outside the eMH database is not authorized.

7.8.4 The Contractor shall conduct a quarterly inventory, observed by the COR or ACOR, of all Government-Furnished Property shown in Attachments 3, 5, 7 and 8. Final quarterly inventory shall be provided to COR by the next business day from date of completion, signed/dated by Contractor to validate inventory report. The Contractor shall update the eMH database no later than five calendar days after the start of each quarter.

7.8.5 The Contractor shall mark all Government Furnished Property (GFP) with the serial number identifier in all Attachment list (Scheduled GFP) IAW details contained in Attachment 10 - Reference Publications using the eMH database to track all asset tags for loaner and GFOQ furniture.

7.8.6 The Contractor shall ensure that the appropriate administrative personnel possess and maintain current Asset Tracking & Inventory Management Software certification and proficiency within eMH database.

7.8.7 The Contractor shall establish an inventory disposal control program - Property

Management Plan that routinely identifies and reports excess material and equipment for disposal and complies with the requirements as stated in paragraphs 3.3, 3.7, 3.19 and 3.26.5 of this PWS.

7.8.8 The Contractor shall vigilantly manage repairable spares due to the high replacement cost. The Contractor shall track each repairable component by part number and serial number.

7.8.9 Components destined for overhaul/repair and return represent a major investment of equipment spares inventory funds. The Contractor shall expeditiously process these components to repair and track until returned back into the inventory.

7.8.10 No later than 30 days prior to the completion of this contract, a joint inventory shall be conducted by the Contractor and the Government to ensure all items are accounted for.