PWS_Draft_Wound_Warrior_Call_Center.docx

Performance Work Statement (PWS) For Army Wounded Soldier and Family Call

PART 1

GENERAL INFORMATION

1. General: This is a non-personal services contract to provide a Wounded Soldier and Family Hotline. The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government.

Description of Services/Introduction: The contractor shall provide all personnel, equipment, tools, materials, supervision, and other items and non-personal services necessary to perform support for the Army Wounded Soldier and Family Call Center as defined in this Performance Work Statement except as specified in part 3 as government furnished property and services. The contractor shall perform to the standards in this contract.

1.1 Background:

1.1.1 The Chief of Staff of the Army activated The Wounded Soldiers and Family Hotline (WSFH) in March 2007. The purposes of the hotline are: 1) to offer wounded, injured, and ill Soldiers and family members a way to share concerns on the quality of patient care; 2) to provide senior Army leaders with visibility on medically-related issues so they can properly allocate resources to better serve Soldiers and families; 3) to assist in the resolution of Soldier and Family Member problems/issues; 4) to ensure that medical related issues are appropriately coordinated with MEDCOM Subject Matter Experts; 5) to take immediate action on any incoming calls where harm to self or others is expressed or suspected; and 6) to provide intake services for any MEDCOM directed surveillance program The intent of this initiative is to increase awareness and identify actions necessary to ensure our wounded Soldiers and their families receive effective and responsive medical care. Taking care of Soldiers and their families is a leader’s top priority. Command emphasis is required to improve the quality and timeliness of medical care for our Soldiers. To meet the expectations of our wounded Soldiers and their families, a reporting and feedback procedure between the WSFH and the Soldiers command organization is required. The Army determined that this link must have 24 hour, 7 day a week capability and must be responsive.

1.1.2 Performance measurement against standards and targets is increasingly used for management of complex environments. The Wounded Soldier and Family Hotline is the Army’s leading call center to address Wounded Soldier and their families’ issues and Soldiers assigned to non- Wounded Transition units with medical related issues. One of the most difficult and complex problems faced by the Medical Command is how to manage Soldiers requesting assistance and to reach out to Soldiers to ascertain and resolve their medically related issues. Ultimately the system must respond to the scale and magnitude of Soldiers requesting assistance. The purpose of this PWS is to identify the requirements needed to sustain the Wounded Soldier Family Hotline call center that will allow Soldiers to request assistance and dynamic enough to adjust to MEDCOM Medical Assistance Group requirements.

1.2 Objectives: The contractor shall provide personnel, operations, and technical support services in accordance with Army regulations, policy directives and any portion of the contractor’s proposed processes that are incorporated into this order and the SOP for the Army Wounded Soldier and Family Call Center.

1.3 Scope:

1.3.1 The contractor shall perform Call Center Operations services including performance of day to day operations for the Army Wounded Soldier and Family Hotline program under the Army Medical Command Medical Assistance Group (MMAG). The contractor shall utilize the toll free call line to respond to Army families, Soldiers, Retirees, Veterans, and Disabled Soldiers (beneficiaries) who are seeking information, submitting suggestions, registering complaints, or raising issues about their medical care or medical administrative issues. Incoming call volume is estimated at approximately 500 calls per week. The Government may identify other Soldier and Army Medicine program initiatives involving call center capabilities or services during the period of performance. Any additional requirements within the scope of this contract will be negotiated and awarded via modification to the contract. The Call Center is aimed at instilling confidence in our Army and the American people that the Army Medical Department delivers exceptional service and care. The Call Center supports the Army Medical Department in bringing value and inspiring trust.

1.3.2 The Army Medical Command Medical Assistance Group serves as the primary point of contact for WSFH medical issues and provides advisory help and support. The WSFH is responsible for preparing workload/caseload reports, providing analysis and trending reports, preparing information papers on issues, and other reports requested by the MMAG. The operating hours for the WSFH will be Monday through Sunday, 24 hours per day. The Contractor will occupy offices located on Fort Sam Houston, Texas or other space designated by the MMAG.

1.3.3 The contractor shall perform other administrative duties as required within the scope of work to include but not limited to preparing hard copy material for mailing, development of call/mailing lists, assisting with the distribution of marketing material, etc.

1.3.4 Transition Plan: The contractor shall provide a Transition Plan demonstrating continuity of operations covering a two week period. The Transition Plan will include but is not limited to how new employees will be prepared to assume new role to meet requirements, computer access/post access, screening of individuals to ensure they meet requirements of NAC, meeting with incumbent, orientation of new employees, training, and orient with SOP and Smart Book.

1.4 Period of Performance: The period of performance shall include a 30 day Phase-In period of performance (POP), an 11-month Base POP, and two (2) 12-month Options.

1.5 Key Personnel

1.5.1 The Contractor shall provide experienced personnel to perform the required services. Specific areas of required expertise include, but are not limited to, superb communication skills, customer service operations and call center experience pertaining to calls involving harm to self or others, domestic or child abuse, sexual assault or other calls involving extremely high risk; knowledge of Soldier and Family member issues/concerns and the skills needed to optimize the efficiency and effectiveness of processing the caller’s request for assistance, and previous military experience, specifically Army Medical Department knowledge.

1.5.2 The following personnel are considered key personnel by the government: The Program Manager on site shall have the following qualifications:

· Minimum of 7 years Military Medical/Veteran Department administrative and/or clinical management experience, or have 3 years military/veteran medical call center management experience.

· Possess a Bachelor's degree from an accredited college/university

Each shift shall have a shift leader with the following qualifications:

· Minimum of 4 years Military Medical/Veteran Department administrative and/or clinical Team Lead experience and/or 2 years military medical call center Team Lead experience.

· Shift leaders will possess at least an Associate's degree from an accredited college/university.

1.5.3 The contractor shall have the capability to rapidly expand operations in the event of a sudden increase in call volume. Upon notification by the contractor, the COR will use call center metrics to validate increased workload. The COR will report the validated requirement to augment staff with the Contracting Officer. Upon Contracting Officer’s approval the Contractor shall augment the call center with staffing to satisfy mission requirements up to four (4) additional FTEs. As workload returns to normal levels, the Contractor shall reduce staffing commensurate with call volume.

1.6 General Information

1.6.1 Quality Control: The contractor shall develop and provide MMAG with a Quality Control Program to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of deficient services. The contractor’s quality control program is the means by which he assures himself that his work complies with the requirement of the contract. As a minimum, the contractor shall develop quality control procedures that address the areas identified in Technical Exhibit 1, 1.6.2

“Performance Requirements Summary”. After acceptance of the quality control plan the contractor shall receive the contracting officer’s acceptance in writing of any proposed change to his QC system.

1.6.3 Quality Assurance: The government shall evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan. This plan is primarily focused on what the Government must do to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

1.6.4 Government Remedies: The contracting officer shall follow FAR 52.212-4, “Contract Terms and Conditions-Commercial Items” or 52.246-4, “Fixed-Price Service Contracts “for contractor’s failure to perform satisfactory services or failure to correct non-conforming services.

1.6.5 Hours of Operation/Place of Performance: The contractor shall work 24 hours per day, 7 days per week in a Government provided facility.

1.6.6 Type of Contract: The government anticipates award of a Firm Fixed Price contract.

1.6.7 Security Requirements: The contractor shall be responsible for obtaining all necessary security clearances such as National Agency Check (Trustworthy) required by applicable guidelines, regulations and directives that are necessary to provide contractor personnel access to an installation’s network backbone. Provisions of the privacy act apply to all records and reports maintained by the contractor. Contractor personnel may be required to obtain and maintain installation security badges, Common Access Cards, AKO Accounts and to adhere to security requirements of installations. Contractor personnel will control unclassified documents that require For Official Use Only (FOUO) document designation

1.6.7.1 The Contractor shall comply with agency personal identity verification procedures identified in the contract that implement Homeland Security Presidential Directive-12 (HSPD12), Office of Management and Budget (OMB) guidance M-05-24, and Federal Information Processing Standards Publication (FIPS PUB) Number 201.

1.6.7.2 The Contractor shall comply with agency personal identity verification procedures in all subcontracts when the subcontractor is required to have physical access to a federally- controlled facility or access to a Federal information system.

1.6.7.3 The contractor shall ensure compliance with the provisions set forth below. For purposes of FAR Clause 52.204-9, the Government will designate a Trusted Agent (TA), and the contractor shall designate a Facility Security Officer (FSO), for this contract. The Government reserves the right to amend or supplement these provisions pursuant to the Changes clause in the contract.

1.6.7.4 In-processing Requirements. Contractor personnel are prohibited from performing services under this contract absent compliance with the in-processing requirements set forth below.

1.6.7.5

1.6.7.6 For every contract service provider, the FSO shall provide the following information to the TA for input into the DEERS/RAPIDS System:

(a) Last Name

(b) First Name

(c) Middle Name

(d) Social Security Number

(e) Date of Birth

(f) E-mail Address (may be either the e-mail address of the incoming individual or the FSO).

1.6.6.6 The contract service providers shall have an Army Knowledge Online (AKO) account in order to submit the application. AKO registration may be accessed via https://www.us.army.mil.

1.6.6.7 The DEERS/RAPIDS Systems will send a notice to the e-mail address provided IAW the above requirement, in which the contract service provider’s user ID and password are provided. In the event the e-mail message is sent to the FSO, the FSO shall notify the contractor of the contract service provider’s user ID and password.

1.6.6.8 The contract service provider shall log into the DEERS/RAPIDS System, and submit an application for acceptance into the System, using the user ID and password provided.

1.6.6.9 The application will be accepted, returned, or rejected by the TA. Notice as to whether the application has been accepted, returned or rejected will be provided to the individual’s e- mail address provided within 48 hours after submission. If the application is returned or rejected, the contract service provider shall contact the TA and comply with the TA’s guidance to attempt to correct and resolve the issues.

1.6.6.10 Upon approval of the application, the contract service provider shall receive an e- mail sent to the address provided stating the Common Access Card (CAC) application was approved and to proceed to the Verifying Office (VO) with two photo IDs to obtain a CAC. For CAC issuance, the individual must present with two forms of ID, one must be a picture ID. The e- mail will contain a URL to download the form. Acceptable forms of ID to include:

Driver’s License, Military ID, Contractor Company ID with picture and expiration date, charge card with picture imprinted, and passport.

1.6.6.11 Revalidation Requirements. The TA is required to revalidate all contract service providers DEERS/RAPIDS System, every 6 months. In the event revalidation is denied the CAC credentials shall be revoked and the CAD will not be useable to login.

1.6.6.12 Out-processing Requirements. When a contract service provider’s performance under this contract ceases, the contractor or FSO shall provide written notice to the TA. The TA will remove the contract service provider from the DEERS/RAPIDS System. The contractor shall ensure the contract service provider’s CAC is turned in to the Government IAW the out-processing procedures and further guidance from the contracting officer.

1.6.6.13 The contractor is responsible for absences of contract service providers due to expired identification and access documents. Such absences shall not relieve the contractor of its obligation to perform the services required under this contract.

1.6.6.14 The contract service providers shall immediately report any lost or stolen badges to the COR.

1.6.6.15 The contractor shall comply with DoD 8570.01 M that specifies "Contractor personnel supporting Information Assurance (IA) functions shall be appropriately certified prior to being engaged. The contracting officer will ensure that contracting personnel are appropriately certified." New hire contractor personnel must agree as a "condition of employment" that they will obtain the appropriate certification for the position to be filled.

1.6.7 Access, Circulation and Key Control

1.6.7.1 The Contractor shall ensure that all contract service providers comply with the local installation requirement for vehicle registration and operation on the military facility. Any vehicle operated by the contractor or its employees in the performance of this contract must have the minimum liability coverage required by the state.

1.6.7.2 Contractor shall comply with installation and MTF personnel identification and access requirements. The contractor is responsible for absences of contract employees due to expired identification and access documents.

1.6.7.3 The contractor shall be responsible for any keys issued by the Government to contract employees. The keys shall not be duplicated. The contractor shall be financially responsible for the replacement of any lost keys and any associated locks. Lost keys and/or locks shall be reported to the COR immediately upon discovery of the loss. No unauthorized personnel shall be allowed entry into the locked area. Contract shall lock all areas for which they possess a key when they are not using the area and at the close of the work period.

1.6.8 Health Information Privacy and Document Security. The contractor is responsible for safeguarding information of a confidential or sensitive nature. Failure to safeguard any privileged information which may involve the contractor or the contractor's personnel or to which they may have access may subject the contractor and/or the contractor's employees to criminal liability under Title 18, section 793 and 798 of the United States Code. Provisions of the Privacy Act apply to all records and reports maintained by the contractor. All programs and materials developed at government expense during the course of this contract are the property of the government. The HIPAA Privacy Rule provides federal protections for personal health information held by covered entities and gives patients an array of rights with respect to that information. Contract employees shall be HIPAA trained and certified annually. In the event of a breach in personally identifiable information by the contractor, the contractor shall bear all costs associated with identity protection of compromised individuals to include cost of investigating, restoring and protecting compromised individuals from identity theft.

1.6.9 Special Qualifications: None.

1.6.10 Post Award Conference/Periodic Progress Meetings: The Contractor shall attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5. The contracting officer, Contracting Officers Representative (COR), and other Government personnel, as appropriate, will meet periodically, quarterly as a minimum, with the contractor to review the contractor's performance. At these meetings the contracting officer will apprise the contractor of how the government views the contractor's performance and the contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the government.

1.6.11 Contracting Officer Representative (COR): The (COR) will be identified at time of award. The COR monitors all technical aspects of the contract and assists in contract administration The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract: perform inspections necessary in connection with contract performance: maintain written and oral communications with the Contractor concerning technical aspects of the contract: issue written interpretations of technical requirements, including Government drawings, designs, and specifications: monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies; coordinate availability of government furnished property, and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

1.6.12 Identification of Contractor Employees: All contract personnel attending meetings, answering Government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately.

1.6.13 Distance Travel: Travel out of the immediate area and state may be required. While the primary place of performance shall be Fort Sam Houston, Texas, contractor personnel may be required to travel when authorized by the MMAG to meet mission requirements. All contract personnel will also identify their contractor status as part of their signature block on any correspondence to include any email traffic.

1.6.14 TRAVEL

1.6.14.1 Local Vicinity: Travel within the local vicinity is required. Travel reimbursements for local travel are not authorized, nor are use of a government vehicle.

1.6.14.2 Travel out of the immediate area and state may be required. While the primary place of performance shall be Fort Sam Houston, Texas, contactor personnel may be required to travel outside of the place of performance for training. However, travel must be approved in advance by the COR. Costs incurred by Contractor personnel for travel, including costs of lodging, other subsistence, and incidental expenses, shall be considered to be reasonable and allowable only to the extent that they do not exceed the rates and amounts set by the Federal Travel Regulations. See FAR 31.205-46 (a) (2) (i). However, cost shall not exceed the amount indicated in Schedule B Travel CLIN. All travel requests shall be submitted for approval at least two weeks prior to travel date. Vendor shall submit travel request containing the following information: names, reason travel required, cost breakdown of travel, lodging, daily allowances. All travel must be preapproved by the COR in writing. Contractor should submit receipts to the COR for expenses being claimed within 5 business days from travel completion for verification. Receipts for expenses greater than $25.00 must be submitted.

PART 2 DEFINITIONS & ACRONYMS

PRS Performance Requirements Summary

PWS Performance Work Statement

Contracting Officer’s Representative (COR) A representative from the requiring activity assigned by the Contracting Officer to perform surveillance and to act as liaison to the contractor CCE Contracting Center of Excellence

Defective Service A service output that does not meet the standard of performance associated with it in the Performance Work Statement.

Quality Assurance Surveillance Plan (QASP) An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance.

Quality Control Those actions taken by a contractor to control the performance of services so that they meet the requirements of the PWS.

Quality Assurance Those actions taken by the government to assure services meet the requirements of the Performance Work Statement.

CCR Customer Care Representative

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3.1 GENERAL: The government shall provide, the facilities, equipment, materials, and/or services listed below.

3.2 Equipment:

3.2.1 Government will provide all facilities, computer equipment, phone, fax, furniture, forms, and regulatory materials to support this requirement of operations. The Government will provide all official forms and envelopes. All products produced by virtue of the effort will become property of the US Government and as such will be made available upon valid request to other agencies involved in similar efforts.

3.2.2 The Contractor shall establish and implement methods of making sure all keys issued to Contractors by the Government are not lost or misplaced and is not used by unauthorized persons. No keys issued to the Contractor by the Government shall be duplicated. The Contractor shall develop procedures covering key control that shall be included in the Quality Control Plan. Such procedures shall include turn-in of any issued keys by personnel who no longer require access to locked areas. The Contractor shall immediately report any occurrence of lost or duplicate keys/key to the COR.

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4.1 General: Except for those items specifically stated to be government furnished in Part 3, the contractor shall furnish everything required to perform this PWS.

4.2 Secret Facility Clearance: N/A

PART 5

SPECIFIC TASKS

5. Specific Tasks:

5.1. Staff and document Wounded Soldiers and Family Hotline Call-Center 24 hours a day, 7 days a week.

5.2 Receive calls on the Wounded Soldiers and Family Hotline’s 1-800 line.

5.3 Document all calls to the Wounded Soldier and Family’s Hotline’s toll free line and process documentation per the Wounded Soldiers and Family Hotline SOP utilizing the database tracking system.

5.4 Provide caller with referral services to the MMAG or appropriate Army Command 5.5 (ACOM) available to resolve the identified issue in accordance with Call Center SOP and “Smart Book.”

5.6 Provide follow up support with caller and the referred Army organization to ensure that a resolution plan is initiated as required by the MMAG. Provide follow up support with caller to ascertain if further assistance is required or new issues identified 30 days after receipt of a MMAG resolution action plan or ACOM case closure.

5.7 Follow established procedure upon receipt of a Director’s Critical Information Requests (DCIR). The DCIR pertains to calls involving harm to self or others, domestic or child abuse, sexual assault, or other calls involving harm to self or others, domestic or child abuse, sexual assault, or other calls involving extremely high risk.

5.8 Review, provide recommendations and, based on government approval, update the Wounded Soldier and Family Hotline “Smart Book”

5.8. Utilize Wounded Soldier and Family Hotline’s “Smart Book” to research caller solutions.

5.9 Track and analyze received calls and new/unique issues for entry into revised “Smart Book”

5.10 Utilize automated Army Warrior Care and Transition System AWCTS database and call log system of calls received.

5.11 Logs shall contain information on initial issues, referral action, follow-up information, and resolution.

5.12 Maintain a database of calls monitored and trends analyzed to determine nature and frequency of calls.

5.13 Prepare daily, weekly and monthly analysis report of calls received and action taken.

5.13.1. Daily Reports include: total number of in and outbound calls for the previous 24 hour period; types of calls; AWCTS types of calls; types and number of Issues that were created and closed; total number of Issues outstanding by Army Command; activity for on-going Surveillance Programs within the past 24 hour period; and other data as requested.

5.13.2. Weekly Reports include: total number of in and outbound calls for the current month-to- date and previous months of this calendar year; types of calls; types and number of Issues that were created year-to-date by Category; total volume of activity for each WSFH Surveillance Program to- date; total cumulative number of WSFH Calls, Issues and DCIRs, and other data as requested.

5.13.3. Monthly Reports include: a compilation of the data provided from the Weekly Reports.

5.14 Create customer satisfaction/survey tools. Once approved by the government these tools will be utilized to gauge caller opinions regarding program response and outcomes.

5.15

5.16 Conduct outgoing surveys using MMAG approved tools and survey sample identified at time of survey. Track survey data and generate reports on survey.

5.17 Develop materials and conduct training for call center personnel and support personnel on best practices.

5.18 Assist in the planning and participate in conferences and training events.

5.19 Develop training materials, assist in planning of training sessions, conduct training, and provide continuing technical assistance through operations for a target audience that may include call center personnel, MEDCOM Medical Assistance Group personnel, and/or Ombudsmen.

5.20 Complete HIPAA training within the first week of employment and complete HIPAA annual training requirements.

5.21 Complete OPSEC training within the first 30 days of employment and annually thereafter.

5.22 Update and maintain a detailed Standard Operating Procedure (SOP) which, at a minimum, outlines mission, training requirements, and business operations, call center organization, quality assurance, professional conduct/courtesy/telephone etiquette, work schedules, proper use of government equipment, appearance/dress code, and detailed call processing procedures.

5.23 Wounded Soldier Family Hotline representative shall attend, participate in, and provide input to various meetings, briefings and teleconferences as determined by the MMAG.

5.24 Outreach activities: The contractor shall, upon the request of the government place outgoing calls to select cohorts in order to determine unmet needs or resolve/determine issue of Soldiers, Family Members, Retirees and Veterans. Such activities will be directed by the MMAG and may require the contractor to conduct detailed analysis in order to develop call/contact lists. Such outreach activities/projects shall require the contractor to adhere to a government developed protocol as well as maintaining accurate call statistics.

5.25 Media and Other Inquires. The contractor shall not responds to any media inquiries. Any inquiries from the media, third parties, or public agencies shall be immediately relayed to the Manager MMAG. There shall be no interviews, comments, or any other responses without the knowledge and approval of the Manager MMAG.

5.26 The Contractor shall provide experienced personnel to perform the required services. Specific areas of required expertise include, but are not limited to, superb communication skills, customer service operations and call center experience pertaining to calls involving harm to self or others, domestic or child abuse, sexual assault or other calls involving extremely high risk; knowledge of Soldier and Family member issues/concerns and the skills needed to optimize the efficiency and effectiveness of processing the caller’s request for assistance, and previous military experience, specifically Army Medical Department knowledge.

5.27 The contractor shall have the capability to rapidly expand operations in the event of a sudden increase in call volume. Upon notification by the contractor, the COR will use call center metrics to validate increased workload. The COR will report the validated requirement to augment staff with the Contracting Officer. Upon Contracting Officer’s approval the Contractor shall augment the call center with staffing to satisfy mission requirements up to four (4) additional FTEs. As workload returns to normal levels, the Contractor shall reduce staffing commensurate with call volume.

5.28 CONTRACTOR MANAGEMENT REPORTING (CMR) The Office of the Assistant Secretary of the Army (Manpower & Reserve Affairs) operates and maintains a secure Army data collection site where the Contractor shall report ALL Contractor manpower (including subcontractor manpower) required for performance of this contract. The Contractor shall completely fill in all the information in the format using the following web address https://ecmra.mil. The required information includes: (1) Contracting Office, Contracting Officer, Contracting Officer’s Technical Representative (COTR) or also known as the Contracting Officer’s Representative (COR); (2) Contract number, including task and delivery order number; (3) Beginning and ending dates covered by reporting period; (4) Contractor's name, address, phone number, e-mail address, identity of Contractor employee entering data; (4) Estimated direct labor hours (including sub-Contractors); (6) Estimated direct labor dollars paid this reporting period (including sub-Contractors); (7) Total payments (including sub- Contractors); (8) Predominant Federal Service Code (FSC) reflecting services provided by Contractor (and separate predominant FSC for each sub-Contractor if different); (9) Estimated data collection cost; (10) Organizational title associated with the Unit Identification Code (UIC) for the Army Requiring Activity (the Army Requiring Activity is responsible for providing the Contractor with its UIC for the purposes of reporting this information); (11) Locations where Contractor and sub- Contractors perform the work (specified by zip code in the United States and nearest city, country, when in an overseas location, using standardized nomenclature provided on website); (12) Presence of deployment or contingency contract language; and (13) Number of Contractor and sub-Contractor employees deployed in theater this reporting period (by country). As part of its submission, the Contractor shall provide the estimated total cost (if any) incurred to comply with this reporting requirement. Reporting period shall be the period of performance not to exceed 12 months ending September 30 of each government fiscal year and must be reported by 31 October of each calendar year. Contractors may use a direct XML data transfer to the database server or fill in the fields on the website. The XML direct transfer is a format for transferring files from a Contractor’s system to the secure website without the need for separate data entries for each required data element at the website. The specific formats for the XML direct transfer may be downloaded from the website.

PART 6 APPLICABLE PUBLICATIONS

N/A

PART 7 TECHNICAL EXHIBIT LISTING

7. Technical Exhibit List:

Technical Exhibit 1 – Performance Requirements Summary Technical Exhibit 2 - Deliverables

TECHNICAL EXHIBIT 1 PERFORMANCE REQUIREMENTS SUMMARY

PERFORMANCE OBJECTIVE

PERFORMANCE STANDARD

ACCEPTABLE QUALITY LEVEL

METHOD OF SURVEILLANCE

Contractor employees shall complete mandatory HIPAA and OPSEC training requirements.

(PWS Tasks 5.19 & 5.20)

Contractor provides sufficient number of qualified personnel to provide services in accordance with PWS.

(PWS 1.1)

Periodic Inspection Customer Complaint

Utilize automated AWCTS database and call log system of calls received.

(PWS Tasks 5.10)

Periodic Inspection

Government facilities and equipment

(PWS 1.6.7.2, 3.2.1, 3.2.2 )

Periodic Inspection

Provide follow-up support to callers (PWS Task 5.5) Contractor shall contact caller to ensure that a resolution action plan is initiated within 3 business days following MMAG case receipt and 30 days after receipt of a MMAG resolution action plan or ACOM case closure to ascertain if further assistance is required.

Utilize, update and maintain a detailed Standard Operating Procedure (SOP) (PWS Task 5.21)

% of contact numbers Periodic Inspection

TECHNICAL EXHIBIT 2 DELIVERABLES

Deliverables are required in accordance with the following schedule.

Daily Status Reports

PWS 1.4.2, 5.13

Report shall run for 24 hours, from 0700 hours to 0659 hours daily; due not later than 1100 hours following end of report time.

Electronic Copy MS Word, Excel Spreadsheet and electronic version MMAG Manager, Executive Officer, IT Systems Manager, Supervisor Plans and Operations, Supervisory Operations Specialist

Weekly/Cumulative Report

PWS 1.4.2, 5.13

Monthly Status Report-Recap of Month Plus Unresolved Issues

PWS 1.4.2, 5.13

AD Hoc Reports

PWS 1.4.2, 5.13

RIGHT OF FIRST REFUSAL

(a) Consistent with the efficient performance of this contract, the contractor and its subcontractors shall, except as otherwise provided herein, in good faith offer those employees (other than managerial and supervisory employees) employed under the predecessor contract whose employment will be terminated as a result of award of this contract or the expiration of the contract under which the employees were hired, a right of first refusal of employment under this contract in positions for which employees are qualified. The contractor and its subcontractors shall determine the number of employees necessary for efficient performance of this contract and may elect to employ fewer employees than the predecessor contractor employed in connection with performance of the work. Except as provided in paragraph (b) there shall be no employment opening under this contract, and the contractor and any subcontractors shall not offer employment under this contract, to any person prior to having complied fully with this obligation. The contractor and its subcontractors shall make an express offer of employment to each employee as provided herein and shall state the time within which the employee must accept such offer, but in no case shall the period within which the employee must accept the offer of employment be less than 10 days.

(b) Notwithstanding the obligation under paragraph (a) above, the contractor and any subcontractors (1) may employ under this contract any employee who has worked for the contractor or subcontractor for at least 3 months immediately preceding the commencement of this contract and who would otherwise face lay-off or discharge, (2) are not required to offer a right of first refusal to any employee(s) of the predecessor contractor who are not service employees within the meaning of the Service Contract Act of 1965, as amended, 41 U.S.C. 357(b), and (3) are not required to offer a right of first refusal to any employee(s) of the predecessor contractor whom the contractor or any of its subcontractors reasonably believes, based on the particular employee's past performance, has failed to perform suitably on the job.

(c) In accordance with Federal Acquisition Regulation 52.222–41(n), the contractor shall, not less than 10 days before completion of this contract, furnish the Contracting Officer a certified list of the names of all service employees working under this contract and its subcontracts during the last month of contract performance. The list shall also contain anniversary dates of employment of each service employee under this contract and its predecessor contracts either with the current or predecessor contractors or their subcontractors. The Contracting Officer will provide the list to the successor contractor, and the list shall be provided on request to employees or their representatives.