PERFORMANCE WORK STATEMENT (PWS) FOR THE OPERATION OF SERVICE

ORDER DESK SUPPORT FORT CARSON, CO

3/11/2025 i

Table of Contents

1.0 GENERAL INFORMATION

1.1. Scope of Work

1.2. Primary Installation Mission

1.3. Period and Place of Performance

1.4. Communications

1.5. Contingency Plan

1.6. Quality Control

1.7. Quality Assurance

1.8. Employee Appearances

1.9. Key Personnel

1.10. Contracting Officer (KO):

1.11. Supervision of Contractor Employees

1.12. Post Award Conference/Performance Evaluation/Progress Meetings

1.13. Force Protection

1.14. iWATCH Training

1.15. Criminal History Background Check/Name of Employees Accessing Installation

1.16. Identification of Contractor’s Personnel

1.17. Installation Access

1.18. Key Control

1.19. For Contractors Requiring Common Access Card (CAC)

1.20. Information Assurance (IA) /Information Technology (IT) Certification

1.21. Safety

1.22. Reporting of Fire and Safety Hazards

1.23. Occupational Safety and Health Plan

1.24. Data Rights

1.25. Conflicts of Interests

1.26. Transition (Phase-in) Plan:

2.0 DEFINITIONS AND ACRONYMS

2.1. Definitions

2.2. Acronyms

3.0 GOVERNMENT-FURNISHED FACILITIES, EQUIPMENT AND SERVICES 23

ii

3.1. Real Property

3.2. Equipment and Software

3.3. Utilities

3.4. Supplies

4.0 CONTRACTOR FURNISHED ITEMS

4.1. Property

4.1.1. The Contractor shall clearly label the area to be DPW Service Order Desk, if applicable, directions to where to submit the customer’s request

4.2. Communication Service

4.3. Automated Attendant System (AAS)

5.0 SPECIFIC TASKS

5.1. General

5.2. Duty/Non-Duty Requests

5.3. Proper Classification and Assignment of DMOs/OWOs

5.4. GFEBS and ArMA Usage

5.5. Customer Inquiries

5.6. Army Maintenance Application (ArMA):

6.0 RESERVED FOR FUTURE USE .................... Error! Bookmark not defined.

7.0 APPLICABLE PUBLICATIONS

7.1. Publications

8.0 ATTACHMENTS ............................................. Error! Bookmark not defined.

PART 1

1.0 GENERAL INFORMATION.

1.1. Scope of Work: The Contractor shall provide all management, supervision, labor, equipment, and supplies, except as specified as Government furnished, to operate the Directorate of Public Works (DPW) Service Order Desk (SOD) on Fort Carson, Colorado.

The SOD serves as the consolidated customer service desk and centralized dispatch center for all services provided by DPW on the Fort Carson Garrison and its outlying areas. All work shall be performed in accordance with (IAW) the terms, conditions, and specifications in the contract. The Contractor shall perform all requirements specified herein on the commencement date of the performance period. The Contractor shall conform to any and comply with all Government Directives, Operational Orders (OPORD), and Guidance issued at any level within the Government if it does not monetarily affect the negotiated award amount of the contract. This may include data reporting requirements and submitting forms pertaining to all contractor employees with access to the installation. No Government personnel shall exercise supervision or control over the Contractor’s employees, subcontractors or suppliers performing the services. Such employees, subcontractors and suppliers shall be accountable solely to the Contractor who, in turn, is responsible to the Government.

1.2. Primary Installation Mission: Located in Fort Carson, CO. Fort Carson is home to the 4th Infantry Division, the 10th Special Forces Group, the 4th Security Force Assistance Brigade (SFAB), the 440th Civil Affairs Battalion (USAR), the 71st Ordnance Group (EOD), and the 4th Engineer Battalion, Army Reserve, Navy Reserve, and the Colorado Army National Guard. Fort Carson is comprised of approximately approx.

372,000 acres of land in Colorado. The Main Cantonment Area of Fort Carson is located within Fort Carson, Colorado and the Piñon Canyon Maneuver Site, CO. The Fort Carson website can be located at https://home.army.mil/carson/

1.2.1. The Contractor shall plan, schedule, and conduct work specified in this PWS sufficiently to meet the minimum critical reliability standards (acceptable quality level) specified in the Performance Requirements Summary (PRS) and Technical Exhibits.

1.2.2. All work performed under this contract shall be documented primarily in the Army Maintenance (ArMA) and General Fund Enterprise Business System (GFEBS), the Army’s official system of record. The Contractor performing services under this contract shall have intricate knowledge and experience inputting, organizing, and extracting data of various types that are necessary for Army accountability and reporting. This requires the Contractor to possess a high level of analytical skills in determining and verifying the information in ArMa and GFEBS is accurate located at https://dpw.armymaintenance.com/arma and https://gfebs.army.mil/i

1.3. Period and Place of Performance: The period of performance shall be for one (1) base year of twelve (12) months and four (4) option years. The site of the proposed work is on Fort Carson Military Installation, Fort Carson, Colorado, United States.

https://en.wikipedia.org/wiki/Pi%C3%B1on_Canyon_Maneuver_Site https://home.army.mil/carson/ https://dpw.armymaintenance.com/arma https://gfebs.army.mil/i

Contractor work and responsibility shall include all Contractor planning, programming, administration, management, and execution necessary to provide the specified services.

1.3.1. DPW Service Order Desk (SOD) Hours of Operation: The Contractor shall operate on-site twenty-four (24) hours a day, seven (7) days a week, three hundred sixty-five (365) days a year, to include Federal holidays. The Contractor shall provide adequate on-site personnel and supervision to operate the DPW SOD during duty hours of 0730 to 1630 Monday through Friday, and non-duty hours of 1631 to 0729.

1.3.1.1. The Contractor shall perform all SOD operations at the provided area in Building 1225.

1.3.1.2. The Contractor is responsible for processing all service calls and web and ArMa requests, regardless of whether they are placed during duty or non-duty hours. In addition, the Contractor shall conduct business for walk-in customers at the SOD location provided in Building 1225 during the duty hours, Monday through Friday except Federal holidays or if the closure is directed by the Contracting Officer (KO).

1.4. Communications: The Contractor shall communicate face-to-face, telephonically, email, text message, and through meetings with DPW Government personnel regarding any issue pertaining to the SOD operations. The Contractor shall provide a telephone number and electronic email address that will allow DPW Government personnel to contact the SOD Contractor twenty-four (24) hours, and seven (7) days per week.

1.4.1. The Contractor shall supply a flowchart of hierarchy of key positions, supervisor, team leads, etc. to include, position title and telephone number for normal day to day interaction with the Government. The flowchart shall updated no less than quarterly, and more frequently as changes in personnel occurs or upon the Governments request.

1.5. Contingency Plan: The Contractor shall establish and deliver to the KO and Contractor Officer Representative (COR) the following contingency plans within ten (10) calendar days of contract award date and it should cover the following:

1.5.1. Workforce Contingency Plan: Contingency plan to provide continuous SOD operations in the event of employees' absences, strikes, or work stoppages. Work stoppage or strike participation by Contractor personnel against the Contractor does not relieve the Contractor of his responsibility to fulfill the requirements of this Contract.

1.5.2. Power Outage and Telecommunications Contingency Plan: A Contingency plan for continuing SOD operations in the event of a power outage, telecommunication loss, to include network issues. The Contractor shall include, at a minimum, a backup plan to continue SOD operations running manually without interruptions and a plan for reinstating operations back to normal after the issue has been restored. The Plan shall include coordination with the DPW Contractors during the events, the entry of ArMA and GFEBS orders backlog and work-related documentation once the system is available.

1.5.3. Other Contingencies: Contingency plan for continuous SOD operations in the event of a national emergency, such as reduction in operations as a result of a pandemic, emergencies, or other critical event that would enable operations to continue on a reduced scale, and/or from an alternate work location.

1.6. Quality Control: The Contractor shall establish, implement, and maintain an inspection system acceptable to the Government covering the services under this contract. The Quality Control System must include a comprehensive approach for monitoring, inspecting, and documenting contract performance to ensure all contract requirements are met and services performed meet the expected quality described in the PWS. The Contractor shall submit a Quality Control Plan (QCP) to the KO for acceptance no later than 30 days following contract award. Complete records of all inspection work performed shall be maintained and made available to the Government during the contract performance and for as long afterwards as the contract requires. Revisions to an approved QCP may be initiated by either the Contractor or the KO. In the event the Government recognizes a decrement in contract performance, quality of services being provided, or a trend of contract violations in this area, the Government can require the Contractor to adjust the inspection processes, frequency of inspections, and other remedies that will improve performance. Such changes to the QCP for failure to perform in accordance with the contract’s requirements shall be made at no additional cost to the Government. Any changes to the QCP, whether recommended by the KO or the Contractor, shall be approved no less than 10 days prior to implementation of the change.

The QCP’s purpose is to provide a plan for meeting all requirements of this contract and ensure quality service is maintained through the life of the contract. The goal of the QCP is to identify and correct deficiencies before contract performance becomes unacceptable. The QCP shall reflect the Contractor’s overall approach, internal controls and establishment of procedures for evaluating each of the major service areas (e.g., who is responsible, what method will be used to inspect each area, the frequency of inspections, and the form where the documentation will recorded). The QCP must be kept current, reflecting the pertinent contract modifications and conditions. The Contractor shall review the plan with the onsite personnel to ensure complete understanding. A copy of the most current QCP must be kept on file at the worksite where the tasks are being accomplished. The plan shall include the following general features:

1.6.1. Contractor Identified deficiencies and corrective actions: A method for continually monitoring ongoing work and self-identifying deficiencies and discrepancies in the quality and timeliness of services performed prior to the level of performance becoming unsatisfactory. The Contractor shall identify, and correct problem areas associated with their performance of this PWS on their own, notify in writing to the COR of the problem, and the corrective action taken.

1.6.1.1. The Contractor shall retrain employees to ensure that deficiencies do not reoccur when there is a change in staffing.

1.6.1.2. The Contractor shall ensure that the Contractor’s employees, or Subcontractor’s employees, are notified of all deficiencies in their area of responsibility.

1.6.1.3. The Contractor shall give immediate written notice to the KO and COR, of any condition, which is discovered, that may present a hazard to either the equipment or personnel.

1.6.1.4. Corrective Actions: The QCP shall include corrective action procedures for addressing discovered nonconformance findings and procedures for root cause analysis which include identification of root cause and root cause corrective action(s) to prevent reoccurrence of discrepancies.

1.7. Quality Assurance: The Government will continually surveil the Contractor’s performance to the extent necessary to ensure the quality provisions of the contract are being adhered to. Surveillance of contract operations and compliance with the terms and conditions of the contract will be conducted in accordance with the Government’s Quality Assurance Surveillance Plan (QASP). The QASP is a government-only document describing the requirements necessary for inspecting the work, methods and frequency of inspections, and guidance for reporting non-conforming work to the Contracting Officer.

Any discrepancies found during the monthly QA, the Contractor shall correct within five

(5) working days. Discrepancies addressed outside the monthly QA shall be corrected immediately.

1.7.1. Other methods utilized in quality assurance include the review of customer feedback regarding the quality of service provided by the Contractor. If through investigation of a complaint, the Government requires input to service the complaint, the Contractor may be required to provide documentation to determine the response.

1.7.1.1. The Government reserves the right to always conduct scheduled and unscheduled inspections of all of the work during contract performance. If any of the services do not conform to the contract requirements, the Contracting Officer may require the Contractor to re-perform the work again at no increase in price. Inspection by Government officials does not relieve the Contractor from conducting inspections of work in progress and completed work to ensure adherence to the approved Quality Control Plan and is not a substitute for the Contractor’s inspection process. At any time during performance that the Contracting Officer determines the performance or quality standards are not being met by the Contractor, the Contracting Officer may require a reassessment and modification of the QCP and/or the PRS and metrics.

1.7.2. Performance Requirements Summary (PRS): The PRS attached to this contract identifies critical elements of performance that the Government considers are important to maintain in order to meet the minimum standards of performance. The Performance Standard column of the PRS provides a summary of the Acceptable Quality Level (AQL) for each critical element of service. The Incentive column lists some of the remedies the Contracting Officer will consider when determining the appropriate corrective measure to be taken when the AQL falls below acceptable levels. This is a partial list of available remedies; the Contracting Officer reserves the right to require implementation of more stringent measures in the event the Contractor’s corrective action proves to be inadequate to correct non-conforming work. Less than acceptable performance could result in reductions in monthly payments at the discretion of the Contracting Officer as shown in the PRS. This PRS does not limit the Government’s ability to take other actions to correct situations where corrective actions taken continue to fail to remedy performance deficiencies.

1.7.3. Surveillance Method: Government shall receive feedback from customers about the quality of service provided by the Contractor through email, telephone and through the Interactive Customer Evaluation (ICE) system. When received, the Government will investigate the deficiency to verify validity. The Contractor may be asked by the KO or COR to conduct the necessary research and provide supporting evidence. If a deficiency is found to be valid, the Contractor will be notified of the findings and expected to adjust their work procedures accordingly. The Government will document the findings.

1.7.4. Interactive Customer Evaluation (ICE): The Contractor shall receive and respond to customer evaluations documented in the Government’s ICE system that relate to services provided by SOD personnel. This responsibility requires the Contractor to obtain proper access to the ICE system during the mobilization period prior to the date of full performance. The Contractor shall assume full responsibility for responding to ICE on the first day of full contract performance. All evaluations will be reviewed for relevancy to the SOD operations within one business day, and, if necessary to re-route an evaluation to another contractor, notify the COR of that recommendation. All responses to ICE shall be provided within 72 hours of receipt of the ICE comment and reviewed by the PM prior to responding to the initiator. The degree of detail provided in the response shall correlate to a preventative measure being taken to alleviate reoccurrence of the evaluation as appropriate.

1.7.5. Work Standards and Personnel: The Service Order Desk is often a customer’s first impression of DPW’s customer service. As such, the Contractor shall ensure that its employees conduct all customer interactions in a professional and courteous manner.

The Contractor shall conduct all operations in such a manner as to minimize disruption of military operations, and inconvenience to the Fort Carson’s supported units and building occupants.

1.8. Employee Appearances: At all times while on at the SOD location, Contractor employees shall be well groomed and neat in appearance. The Contractor shall ensure that personnel be identified as a Contractor to distinguish themselves (e.g. company logo, uniform, etc.) and wear business casual attire. The minimum standard for business casual attire is generally considered acceptable for interaction with customers and co-workers; shorts or undershirts as outer garments are not permitted; any garments displaying obscene, sexually suggestive, or other inappropriate language or graphics shall not be allowed on the job.

1.9. Key Personnel: The following personnel are considered key personnel by the Government.

1.9.1. Project Manager (PM): The Contractor shall provide a full-time dedicated PM, meeting the following qualifications, and be entrusted with full authority to act on the Contractor’s behalf. The PM will oversee the entire SOD operation, be responsible for compliance with the contract’s terms and conditions, and for the conduct and performance of the Contractor’s employees, subcontractors and suppliers. This position is not authorized to be subcontracted below the prime contractor’s level.

1.9.1.1. The PM shall possess a bachelor’s degree from an accredited University in Business Management and demonstrate a minimum of five (5) years of work experience, or no less than ten years verifiable work experience in Facilities Maintenance, Public Works Operations and Maintenance, Work Classification, execution of a broad variety of customer concerns and problem resolution, and Installation Support contracts similar in scope and complexity of this Performance Work Statement. In addition, the PM shall have a working knowledge of the functionality of Enterprise Resource Planning (ERP) (i.e. GFEBS) in the modules of Finance, Plant Maintenance, Project Systems, and Materials Management.

1.9.1.2. The PM shall be available to the KO/COR 24/7 to include recognized Federal Holidays. During short, intermittent absences of the PM, the Contractor shall provide an individual with commensurate work experience to act in the same capacity as the PM.

Any substitution of the PM on more than a temporary basis shall be identified to the KO/COR within one business day of notification of such substitution. In the event of the departure of the PM, the Contractor shall immediately notify the Contracting Officer and provide a suitable replacement for the position within 10 working days of the date of departure.

1.9.2. GFEBS Lead: The Contractor shall provide a ArMa and GFEBS Lead that demonstrates an intricate knowledge and experience inputting, organizing, and extracting data of various types that are necessary for Army accountability and reporting. This individual shall possess a high level of analytical skills in determining and verifying the information in ArMa and GFEBS is accurate. The ArMa and GFEBS Lead, at a minimum, shall demonstrate a working knowledge of the functionality of Enterprise Resource Planning (ERP) (i.e. GFEBS) in the modules of Finance, Plant Maintenance, Project Systems, and Materials Management. The GFEBS Lead shall be available during duty hours. The ArMa and GFEBS Lead must complete all training associated with the roles in GFEBS, prior to performing services under the contract.

1.9.3. GFEBS Certification: All personnel performing work under the contract shall complete GFEBS training modules available in the Army Learning Management System (ALMS) within thirty (30) days of contract award; generally, within the transition period prior to full contract performance or within thirty (30) days of CAC issuance. The Contractor shall provide certificates of completion for all training required to perform the GFEBS requirements to the COR/ACOR/DPW prior to submitting for GFEBS role acquisition. The Contractor shall follow the GFEBS access policies at Fort Carson DPW.

Key Personnel and non-key personnel shall have GFEBS access.

1.10. Contracting Officer (KO): The KO is the only person authorized to direct changes in any of the requirements under this contract, and, notwithstanding any provisions contained elsewhere in this contract, said authority remains solely with the KO. In the event the Contractor makes any change at the direction of any person other than the KO, the change will be considered to have been made without authority and solely at the risk of the Contractor. All contract administration will be affected by the KO. Communications pertaining to contractual administrative matters shall be addressed to the KO. No changes in or deviation from the terms and conditions shall be affected without a written modification to the contract, executed by the KO authorizing such changes. The KO will approve all submittals and plans required in this PWS.

1.10.1. Contracting Officer’s Representative (COR)/Alternate Contracting Officer’s Representative (ACOR): The KO will appoint a COR during the performance of this contract. Some Government personnel may be assigned as Alternate CORs (ACOR), that perform in the absence of the COR; ACORs will be duly appointed in the same manner as the COR. Throughout the PWS, the term COR will be used to refer to all KO appointed surveillance personnel assigned to monitor the Contractor’s performance. The COR will provide technical assistance in identifying and resolving problems, resolve conflicts in priority, subtask requirement definitions, and other operation-type problems.

1.10.1.1. COR Authority: A letter of designation will be issued to each COR by the KO.

A copy of the letter(s) will be sent to the Contractor. The appointment states the authorities, responsibilities and limitations of the COR, any allowable delegations of otherwise limited Contracting Officer authority, and special instructions. The COR is not authorized to change any of the terms and conditions regarding cost, quantity, or schedule of the resulting order. Only the Contracting Officer and COR have authority under the contract; no other delegations will be made, and no other Government officials have authority to direct work, change work, or effect other changes to the contract. Any action taken by the Contractor as a result of direction or instruction provided by unauthorized personnel will be at the Contractor’s risk; no compensation for cost or time shall be authorized by such actions.

1.11. Supervision of Contractor Employees: The Government will not exercise any supervision or control over Contractor or Subcontractor employees while performing work under the contract. Such employees shall be accountable solely to the Contractor, who shall, in turn, be accountable to the Contracting Officer. The Contractor shall, in no way, represent the United States Government, nor represent itself as an agent of the Government in the procurement of supplies for the account of the United States of America.

1.11.1. Contractor’s Staffing Plan: The Contractor shall establish a staffing plan to address the requirements of this PWS. The Contractor shall submit the initial Staffing Plan to the KO within five (5) working days after contract award date, and monthly thereafter. The Plan shall identify each employee’s full name, date issued Common Access Card (CAC) and as applicable the EDIPI, hire date, termination date, Director of Emergency Services (DES) issued date, and title of position. This plan shall be used for employee accountability purposes.

1.11.2. Personnel Headcount: The Contractor shall maintain an up-to-date roster of all Contractor and Subcontractor employees employed under this contract and shall provide it to the KO and COR no later than (NLT) five (5) working days after contract award date and NLT one (1) working day of personnel changes taking place. At all times, the Contractor and Subcontractor shall be able to provide the Government, the locations where the Contractor and Subcontractor employees are located while on the Fort Carson installation. The Contractor and Subcontractor shall provide personnel accountability numbers to the COR during emergencies or exercises within fifteen (15) minutes of the Government’s request.

1.11.3. Training: The Contractor shall maintain training certificates annually with zero expirations and provide all required training certificates unexpired to the Government.

The Contractor shall comply with all Government training issued at any level within the Government if it does not monetarily affect the negotiated award amount of the contract.

This may include new training requirements and submitting certificates pertaining to all contractor employees.

1.12. Post Award Conference/Performance Evaluation/Progress Meetings: The Contractor shall attend all meetings convened by the contracting activity or contract administration team. The frequency and attendance at scheduled meetings are generally no less than monthly, or as deemed necessary by the Contracting Officer. The post-award orientation conference will be scheduled during the transition period and will require the attendance of the Contractor’s principals, and any major subcontractors expected to perform greater than 10% of the contracted work. Subsequent meetings to inform, instruct, and/or clarify contractual matters shall occur no less frequently than quarterly, and will be used to review the Contractor’s performance and required deliverables. At these meetings the KO and COR will apprise the Contractor of how the Government views the Contractor’s performance and the Contractor will be able to discuss contract-related concerns, as needed. Written minutes of these meetings will be taken and distributed by the COR.

1.12.1. On occasion the contactor will be required to prepare and brief Fort Carson Senior Leadership on SOD operations and related matters. Such events include in-briefs to new Commander(s), Director(s), area Leader(s), and may involve special interest topics. Such briefings will be very occasional, not expected to exceed one per month.

1.13. Force Protection:

1.13.1. Antiterrorism Level I (AT) Awareness Training: All Contractor employees, to include Subcontractor employees, requiring access to Army installations, facilities, and controlled access areas shall complete Level I AT Awareness training within thirty (30) calendar days after contract award date or effective date of incorporation of this requirement into the contract, whichever is applicable. The Contractor shall submit certificates of completion for each affected Contractor employee and Subcontractor employee to the COR or to the KO, if a COR is not assigned, within three (3) calendar days after completion of training by all employees and Subcontractor personnel. Training will be conducted annually thereafter, if applicable. AT Level I awareness training is available at the following website: https://jko.jten.mil. If access to a computer is not available, the DPW Level II Antiterrorism Officer (ATO) will conduct Level I AT Awareness Training for the Contractor and its personnel within five (5) working days after contract start and maintain a copy of the attendance roster for one (1) year. Any Contractor hired after contract start will be required to receive Level I AT Awareness Training within five

(5) working days by the ATO. It will also be acceptable for the new hire to take the training online and present the training certificate to the ATO within three (3) calendar days. The Level I AT Awareness Training is an annual requirement with the 12-month period starting on the date of initial training and re-certification NLT the last day of the 12-month period.

If the requiring activity does not have an ATO, the first ATO in the chain of command will conduct this training.

1.13.2. Access and General Protection / Security Policy and Procedures: The Contractor and all associated Subcontractor employees shall provide all information required for background checks to meet installation access requirements to be accomplished by installation Provost Marshall Office, Director of Emergency Services or Security Office. The Contractor workforce must comply with all personal identity verification requirements FAR clause 52.204-9, Personal Identity Verification of Contractor Personnel) as directed by DoD, Headquarters Department of the Army (HQDA) and/or local policy. In addition to the changes otherwise authorized by the changes clause of this contract, should the Force Protection Condition (FPCON) at any individual facility or Installation change, the Government may require changes in Contractor security matters or processes.

1.14. iWATCH Training: The Contractor and all associated Subcontractor shall brief all employees on the local iWATCH program (briefing slides will be provided by the requiring activity ATO.) This local developed training will be used to inform employees of the types of behavior to watch for and instruct employee to report suspicious activity to the COR.

This training shall be completed within five (5) calendar days of contract award and within five (5) calendar days of new employee commencing performance with the results reported to the COR NLT five (5) working days form employment start. Documentation to be used by the Contractor to satisfy this requirement can be obtained through the COR.

1.15. Criminal History Background Check/Name of Employees Accessing Installation:

The Contractor shall provide all information required for background checks to meet installation access requirements, to be accomplished by the Directorate of Emergency Services (DES).

1.15.1. All Contractor employees shall have a criminal history background check IAW DODI 1402-5. The Contractor shall notify the COR of employees who require access to https://jko.jten.mil/ the installation and have not previously had a background check, within five (5) days of award of the contract. The Contractor shall acquire the form from DES. Any negative results (names only) from the background check will be transmitted from DES to the Contractor who will take action to take appropriate action and directly coordinate with DES for information and / or appeals as needed. If during the period of the contract new personnel are hired that information shall be submitted to the COR within 5 days of new hire. It is the Contractors responsibility to inform the Government of these changes. The Contractor shall contact DES directly to schedule appointments for the Contractor’s employees that have passed the DES background check to be issued Installation Access Badges. When accessing the installation, Contractor employees will be required to show at all the Access Control Points (ACPs) a state issued driver’s license or identification that complies with the federal ID act and the Installation Access Badge. The Contractor shall ensure that employees that no longer require access to the installation to support this contract return the Installation Access Badge to DES prior to final termination. The Contractor (to include subcontractors) shall be responsible for collection of ID Badges upon completion of the contract or termination of employee. A deliverable sheet with employees’ name and date of termination shall be taken to the DES when turning in badges/ IDs for terminated employees. Contractor shall demonstrate that employee badges have been turned into DES.

1.16. Identification of Contractor’s Personnel:

1.16.1. Identification of Contractor’s Employees: Contracted personnel shall prominently display Contractor always furnished laminated identification badges in a visible location above their waist while physically on the installation performing contractual requirement.

Each badge shall include the company’s name, employee name, digital image of employee, and expiration date of the badge. The expiration date shall not exceed one

(1) year of the date of contract award or hire date and shall not exceed the date period of this contract.

1.16.1.1. Contractor employee shall identify themselves as the Contractor’s employee when answering the DPW SOD telephone, receiving calls on other Government telephone lines, and when sending or providing responses to emails on the Government’s LAN system. The Contractor shall comply with Fort Carson DPW Business practices such as out of office, Microsoft outlook and calendar, and signature block when utilizing Government official email (e.g. Army.mil address). The Contractor shall coordinate with the COR to acquire Fort Carson DPW Business practices rules.

1.16.1.2. FPCON impact on work levels: This contract and its employees are considered mission essential. Therefore, all Contractor employees are required to report for duty and remain on duty during declared emergencies and/or elevated FPCON levels unless otherwise directed by the contacting officer via the appropriate COR.

1.16.2. Operations Security (OPSEC) Awareness Training: For OPSEC to be DoD Contractors must be aware of OPSEC and understand how OPSEC complements traditional security programs. Per AR 530-1 Operations Security, all Contractor employees, including subcontractor employees, must complete the initial OPSEC Level I Awareness training and annually thereafter. The Contractor shall submit certificates of completion for each affected Contractor employee and Subcontractor employee to the KO/COR within five (5) calendar days after contract award date and Option years of contract award or within five (5) calendar days of new employees commencing performance to ensure compliance with the terms and conditions of the contract. OPSEC training is available at https://securityawareness.usalearning.gov/opsec/index.htm or by contacting the Installation OPSEC officer through the COR.

1.17. Installation Access:

1.17.1. Contractor and Vendor Access: Fort Carson is a guarded secure military Installation. All Contractor and vendor personnel, whether operating their privately-owned vehicles or motorcycles or Contractor or vendor-furnished vehicles and equipment, must enter the Installation through one of the secure ACP and comply with the requirements described in this PWS. Under the present FPCON, vehicle and equipment operators and passengers must possess a CAC card or register at the Fort Carson visitor’s Center (at Gate1) for a one-time access pass. Vehicle and equipment operators must also possess and be ready to show a valid state driver's license, current vehicle registration, and proof of state required minimum liability insurance. As determined by the Installation FPCON, an elevated FPCON may require additional security screening and/or limited Installation access.

1.17.2. Commercial Delivery Vehicles and Equipment: All commercial delivery vehicles and equipment must enter the Installation through Gate 3 which is open 24 hours a day, Monday thru Friday, Federal holidays exempted. Commercial vehicles are those vehicles over one ton used for a commercial purpose, including: semi-trucks with trailers, UPS trucks, U-Haul trucks operated by Contractors and used for commercial purpose, tow-trucks responding on-post to a request for assistance, and construction vehicles. Non-commercial vehicles include half-ton pickups with boat, U-Haul truck operated by soldiers who are moving as part of a permanent change of station, or recreational vehicles operated by soldiers or civilians visiting post. There will be no commercial delivery vehicles allowed on the Installation on Saturdays, Sundays and Federal holidays. All other Contractor, vendor, and commercial delivery vehicles may enter through any of the Installation's ACPs during their regular operating hours that only require a valid CAC or a one-time pass from the Visitors Center (Gate 1) to get on the installation. As determined by the Installation FPCON, an elevated FPCON may require all Contractor, vendor, and commercial delivery vehicles to enter through Gate 3 only.

1.18. Key Control: Reserved for future use.

1.19. For Contractors Requiring Common Access Card (CAC): Before CAC issuance, the Contractor employee requires, at a minimum, a favorably adjudicated National Agency Check with Inquiries (NACI) or an equivalent or higher investigation IAW Army Directive 2014-05. The Contractor employee will be issued a CAC only if duties involve one of the following: (1) Both physical access to a DoD facility and access, via logon, to https://securityawareness.usalearning.gov/opsec/index.htm

DoD networks on-site or remotely; (2) Remote access, via logon, to a DoD network using DoD-approved remote access procedures; or (3) Physical access to multiple DoD facilities or multiple non-DoD federally controlled facilities on behalf of the DoD on a recurring basis for a period of six (6) months or more. At the discretion of the sponsoring activity, an initial CAC may be issued based on a favorable review of the Federal Bureau of Investigation (FBI) fingerprint check and a successfully scheduled NACI at the Office of Personnel Management. The PM shall obtain the employee’s CAC prior to the employee departing from the installation when Contractor or subcontractor employees are removed from the contract. The PM shall give the CAC to the COTR. The Contractor or subcontractor shall pay $500.00 for each employee CAC not returned.

1.19.1. Access to Government Information Systems: Before access, the Contractor employee shall have a favorably adjudicated National Agency Check with Inquiries (NACI). All Contractor employees with access to a government information systems (IS) must be registered in the Army Training Certification Tracking System (ATCTS) at commencement of services, and must successfully complete the DoD Cyber Awareness Challenge prior to access to the IS and then annually thereafter.

1.20. Information Assurance (IA) /Information Technology (IT) Certification: Per DoD 8570.01-M, DFARS 252.239.7001 and AR 25-2, the Contractor employees supporting IA/IT functions shall be appropriately certified upon contract award date and within five

(5) working days of new personnel commencing performance with the results reported to the COR NLT five (5) working days from employment start. The Contractor shall complete the baseline certification as stipulated in DoD 8570.01-M upon contract award.

1.20.1. Information Assurance (IA)/information Technology (IT) Training: All Contractor employees and associated subcontractor employees must complete the DoD IA Awareness training before issuance of network access and annually thereafter. All Contractor employees working in IA/IT functions must comply with DoD and Army training requirements in DoDD 8570.01, DoD 8570.01-M and AR 25-2 within NLT five (5) working days from employee acquiring a CAC or of appointment to IA/IT functions.

1.21. Safety: The Contractor shall establish and maintain a safety plan which shall be submitted to the KO at the time of proposal. The Contractor shall report all recordable and reportable accidents involving Government Property to the COR including any other accident that requires medical attention. The COR will work closely with the Fort Carson Safety Officer to determine what accidents need to be reported to the Garrison.

1.21.1. In order to provide safety control for protection to the life and health of employees and other persons; for prevention of damage to property, materials, supplies, and equipment; and for avoidance of work interruptions in the performance of this contract, the Contractor shall comply with the following Safety Accident Prevention Standards: 29 CFR 1910, Occupational Safety and Health Standards (OSHA); 29 CFR 1926, Safety and Health regulations for Construction; Army Corps of Engineers Manual 385-1-1, Safety and Health Requirements Manual. The Contractor shall comply with the above and all other applicable DoD, Army, Federal, State and Local safety and health requirements.

1.21.2. The Contractor agrees to comply with federal, state and local public health regulations and will comply with DoD and Army Public Health Regulations and guidance.

1.22. Reporting of Fire and Safety Hazards: The Contractor shall establish and implement a fire prevention and protection program in compliance with AR 420-1, Fort Carson AR 420-2, and other Fort Carson Fire Protection and Prevention Division requirements.

1.23. Occupational Safety and Health Plan: The Contractor shall train personnel to recognize fire and safety hazards and encourage personnel in the performance of their duties to report fire and safety hazards and unsafe conditions to their supervisor. The Contactor shall take corrective action to remedy reported deficiencies IAW the terms of this contract. The COR shall be notified of deficiencies beyond the terms of this contract.

1.24. Data Rights: The Government has unlimited rights to all documents/material produced under this contract. All documents and materials, to include the source codes of any software and hardware, produced under this contract shall be Government owned and are the property of the Government with all rights and privileges of ownership/copyright belonging exclusively to the Government. In the end of cycle or end of contract, whichever comes first, the hard drive of the devices used in this contract are owned by the Government. These documents and materials may not be used or sold by the Contractor without written permission from the KO. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other Government rights, proprietary or source selection information.

1.24.1. Third-Party Data Rights: Shall the Contractor utilize a third-party software/application outside of GFEBS and/or ArMA for purposes performing work related to this contract, the Government owns the data entered and/or produced. The Government has the rights of data produced in this contract as per FAR 27.4 Rights Data and Copyrights. Data shall be made available to the Government upon request by the KO or the COR.

1.24.2. Organizational Conflict of Interest (OCI): Contractor and subcontractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent OCI as defined in FAR Subpart 9.5. The Contractor shall notify the KO immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the KO to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the KO and in the event the KO unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the KO may affect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.25. Conflicts of Interests: Contractor management and service order operations personnel shall not be an employee of, nor have other potentially conflicting interests with, the Contractor or Contractor’s business to which DPW service order work directives are issued for execution.

1.26. Transition (Phase-in) Plan: The Contractor shall prepare and submit with the proposal a draft phase in plan for consideration and acceptance by the Contracting Officer. The Plan should consider, at a minimum, the following elements:

• Any necessary adjustments to government furnished facilities to accommodate the contractor’s furnishings and equipment, and personnel assigned to perform services under the contract.

• Installation of an automated attendant system adequate to satisfy the service call volume contemplated by the average workload during normal working hours, and utilizing the current service order telephone number.

• A breakdown of key personnel, transportation, and equipment necessary for the timely assumption of contractual and operational responsibility, to include transfer of existing workload over the 90-day transition period.

• A schedule for obtaining proper access to Government facilities and systems for all personnel working on site by the 90th day of transition, to include all required AT/OPSEC and GFEBS training requirements; and

• A schedule for conducting the joint inventory of Government furnished equipment.

The intent of the transition plan is to ensure the Government experiences no significant delays in delivery of contracted services during the mobilization of the workforce, and hand-off of responsibility. The goal of the transition plan is that the contractor begins full performance of contracted services with a capable and fully qualified work force and transparent assumption of duties and work processes.

Following the anniversary date of the last follow-on period, The Contracting Officer will notify the contractor of the need to provide a phase-out plan. In the event the Ability One Program and/or the Source America solicitation process changes over the course of this five-year contract, or in a situation where the contractor has been otherwise determined ineligible to continue performance of contracted services beyond the end of the contract term, there may be a need to negotiate a transition (phase out) to another contractor.

Upon notification, the contractor shall submit a phase out plan proposal addressing all the above elements. If necessary, the phase out plan proposal will form the basis for negotiating a phase out cost.

PART 2

2.0 DEFINITIONS AND ACRONYMS.

2.1. Definitions:

2.1.1. ALTERATION. A change to interior or exterior facility arrangements to improve its current purpose. This includes installed equipment made a part of existing facility.

Additions, expansions and extensions are not alterations.

2.1.2. CONSTRUCTION. Erection, installation or assembly of a new facility; addition, expansion, extension, alteration, conversion, or replacement of an existing facility; or relocation of a facility from one location to another. Includes equipment installed and made a part of such facilities, and related site preparation, excavation, filling, and landscaping, or other land improvements.

2.1.3. CONTRACT ADMINISTRATOR. The official Government Representative delegated authority by the contracting officer to administer a contract. This individual is normally a member of the appropriate contracting/procurement career field and advises on all technical contractual matters.

2.1.4. CONTRACT DISCREPANCY. A failure of the Contractor to perform IAW contract requirements, e.g., a failure of the Contractor to provide, or provide on time, the required contract products or services; or it may result because delivered products or services do not meet specific contract requirements.

2.1.5. CONTRACT DISCREPANCY REPORT. A report used to document other than satisfactory Contractor performance. The CDR requires the Contractor to explain, in writing, why performance is other than satisfactory; how performance shall be returned to satisfactory levels; and how recurrence of the problem shall be prevented in the future.

2.1.6. CONTRACTOR. A supplier or vendor awarded a contract to provide specific supplies or services to the Government. The term used in this contract refers to the prime.

2.1.7. CONTRACTING OFFICER (KO). A person with authority to enter into, administer, and/or terminate contracts, and make related determinations and findings on behalf of the Government. Note: the only individual who can legally bind the Government.

2.1.8. CONTRACTING OFFICER’S REPRESENTATIVE (COR). An employee of the U.S. Government appointed by the contracting officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the Contractor if that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does not have authority to change the terms and conditions of the contract.

2.1.9. FACILITIES. All items of Real Property other than land.

2.1.10. FISCAL YEAR (FY). A period of 12 months beginning 1 October and ending 30 September of the following year. FY is designated by calendar year in which it ends.

2.1.11. GENERAL FUND ENTERPRISE BUSINESS SYSTEM (GFEBS). A multi-command, automated information and evaluation system which encompasses life-cycle management of real property resources from conception through design, construction, operation, maintenance and disposal.

2.1.12. GOVERNMENT FURNISHED PROPERTY (GFP) or GOVERNMENT

PROPERTY (GP). Property in the possession of, or directly acquired by, the Government and subsequently made…