Amendment_0001_W912CM16T0018.pdf

0010809778-0001

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER (Type or print)

30-105-04EXCEPTION TO SF 30

APPROVED BY OIRM 11-84

STANDARD FORM 30 (Rev. 10-83) Prescribed by GSA

FAR (48 CFR) 53.243

The purpose of this amendment is to revise PWS paragraphs 1.6.13.1 & 1.6.13.4 to include "30 calendar days" and to replace paragraph

1.6.12.1 to read: "1.6.12.1 Contractor personnel performing w ork under this shall be subject to National Agency Clearance w ith Written Inquiries (NACI) w ithin 5 day of starting duty. All Contractor employees assigned to perform w ork under this contract w ill as a minimum be the subject of a favorably adjudicated NACI. Failure to maintain favorable security status w ill be grounds for immediate removal, and further performance under this contract w ill not be permitted".

See Summary of Changes. All other terms and conditions remain unchanged.

1. CONTRACT ID CODE PAGE OF PAGES

J 1 17

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

16C. DATE SIGNED

BY 07-Mar-2016

16B. UNITED STATES OF AMERICA15C. DATE SIGNED15B. CONTRACTOR/OFFEROR

(Signature of Contracting Officer)(Signature of person authorized to sign)

8. NAME AND ADDRESS OF CONTRACTOR (No., Street, County, State and Zip Code) X W912CM-16-T-0018

X 9B. DATED (SEE ITEM 11)

23-Feb-2016

10B. DATED (SEE ITEM 13)

9A. AMENDMENT OF SOLICITATION NO.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

X The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offer is extended, X is not extended.

Offer must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended by one of the following methods:

(a) By completing Items 8 and 15, and returning 1 copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;

or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. ACCOUNTING AND APPROPRIATION DATA (If required)

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS.

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE

CONTRACT ORDER NO. IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(B).

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

E. IMPORTANT: Contractor is not, is required to sign this document and return copies to the issuing office.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

10A. MOD. OF CONTRACT/ORDER NO.

2. AMENDMENT/MODIFICATION NO. 5. PROJECT NO.(If applicable)

6. ISSUED BY

3. EFFECTIVE DATE

07-Mar-2016

CODE

ECC RCO WIESBADEN

KO DIRECTORATE OF CONTRACTING

KONRAD-ADENAUER-RING 39, BLDG. 5301

65187 WIESBADEN

GERMANY

W912CM 7. ADMINISTERED BY (If other than item 6)

4. REQUISITION/PURCHASE REQ. NO.

CODE

See Item 6

FACILITY CODECODE

EMAIL:TEL:

W912CM-16-T-0018

SECTION SF 30 BLOCK 14 CONTINUATION PAGE

SUMMARY OF CHANGES

SECTION SF 1449 - CONTINUATION SHEET

The following have been modified:

PERFORMANCE WORK STATEMENT

Customer Service Support for USAG Wiesbaden

Part 1

General Information

1. Introduction: This is a non-personnel services contract to provide Customer Service Support. 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.

1.1 Background: The recent change in customer demographics requires a garrison to identify and adjust to gaps in front door service delivery to ensure Soldier and Family Readiness. Furthermore, the significant turmoil in workforce continuity due Local National (LN) retirements and Department of Army Civilians (DAC) returns to CONUS requires stability in customer service program management and training. The USAF Wiesbaden Plans, Analysis and Integration Office (PAIO) requires contractor support services in the customer service and customer feedback areas to help maximize service delivery resulting in a better quality of life for community members while meeting IMCOM and Army standards.

1.2 Responsibilities: The Contractor shall assume total responsibility for all requirements stated herein on the commencement date of the performance period. The Contractor shall perform as specified in this Contract and under the direction of the Contracting Officer (KO).

1.2.1 Work Responsibility: The Contractor shall promote and coordinate the full range of responsibilities of Interactive Customer Evaluation (ICE) program, customer service and team award programs and other garrison award programs, standardize front door service office appearance and improving processes in support of customer service. The Contractor personnel shall provide information about community feedback mechanisms to military personnel and their families, civilians, contractors, and retirees who reside in Wiesbaden; identify issues encountered by the serviced population and provide feedback to implement policies and procedures that demonstrate sensitivity to the changing needs of individuals and families; work independently and with the PAIO staff and other agencies and personnel; and prepare associated briefings and reports.

1.2.2 Administrative Responsibility: The Contractor shall perform all related administrative actions required to provide services or perform work such as material requisitioning, quality control (QC), financial control, meetings, and correspondence. The Contractor shall also maintain accurate and complete records, files, and libraries of documents to include all U.S. German, and local regulations, standards, provisions, codes, laws, technical manuals, and manufacturers’ instructions and recommendations that are necessary and related to the functions being performed. The Contractor shall compile historical data, prepare required reports, and submit information as specified by the Deliverable List presented in this PWS.

1.3 Objectives: Main service objectives are to maintain a customer satisfaction rate of above 95%, a customer response rate of maximum 72 hours, standardize the garrison front door service appearance, improve customer service processes and ensure that awards are processed timely.

1.4 Training

1.5 Period of Performance: The period of performance shall be for one (1) Base Year of 12 months and one (1) 12-month option year (see schedule).

1.6 Management and Administration:

1.6.1 Phase In /Phase Out Period: N/A

1.6.2 Contractor Management: The Contractor shall perform continual management of the functional areas contained in this PWS and shall provide a Project Manager physically present on-site during normal duty hours. The Project Manager shall conduct overall management coordination and shall be the central point of contact (POC) with the Government for performance of all work under the PWS. A Contractor employee shall be designated to act for the Project Manager when work is being performed outside of duty hours, or during the Project Manager’s absence.

Both the Project Manager and the Contractor employee filling in for the Project Manager, shall have full authority to act for the contractor on all Contract matters relating to daily operation of this Contract. At the Post Award conference, the Contractor shall submit to the COR, in writing, the name, title, office, home and mobile telephone number of the Project Manager and the contractor employee.

1.6.3 Contractor Responsiveness: The Project Manager or designated alternate shall be available for telephone communication or site attendance, with the COR, as required by the COR, during regular work hours. A personal answering service is permitted at other than normal Contract workdays and work hours for receipt of COR emergency response work requirements, provided that the Project Manager or designee responds to all calls within a time not to exceed two hours after notification of the call by the answering machine and/or service. The Project Manager and any individuals designated to act in that capacity shall have full authority to contractually bind the Contractor for prompt action on matters pertaining to execution of the PWS.

1.6.4 Meetings, Conferences, and Briefings: The Contractor shall attend, participate in, and furnish input to scheduled and unscheduled meetings, conferences, and briefings that relate to the functions and services herein as required by the Government to provide effective communication and impart necessary information. The Project Manager or designated representative shall attend meetings as coordinated by the Government. Meeting attendees shall at times include Contractor managerial, supervisory, and other personnel knowledgeable of the subject matter.

Meetings may start or end outside of regular duty hours.

1.6.5 Hours of Operation: The contractor shall provide support between the hours of 8:00 and 17:00 CET, Monday thru Friday except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings.

1.6.6 Recognized Holidays: The contractor is not required to perform services on holidays.

New Year’s Day Labor Day Martin Luther King Jr.’s Birthday Columbus Day President’s Day Veteran’s Day Memorial Day Thanksgiving Day Independence Day Christmas Day

1.6.7 Training Holidays: USAREUR has historically granted military personnel Training Holidays as compensation for time that they spent in field training. These are typically combined with regular holiday leave schedules (for example, Christmas half days or day on day off schedules). Training Holidays may affect access to military operated facilities. If scheduled work or access to facilities is required, coordination with occupants will be necessary or the work in affected facilities shall be rescheduled after the training holiday. However, announced training holidays or exodus of military personnel may provide the Contractor with an opportunity for unrestricted access to facilities and areas. The Contractor shall take full advantage of such opportunities by planning maintenance or actions that are better accomplished when such areas are vacant.

1.6.8 Quality Control: The contractor shall develop and maintain an effective 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 defective 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. The Quality Control Plan shall be delivered in writing within 30 days after contract award. 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.

1.6.9 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).

1.6.10 Place of Performance: The work shall be performed at building # 1026 on Clay Kaserne. During normal duty hours (08:00-17:00) Monday through Friday. This facility will be unlocked. The contractor will be required to delivery services on the different USAG Wiesbaden installations, to include Hainerberg, Mainz Kastel, Finthen, Aukamm. For absences of less than 5 days, the requirement for the alternate to fill in can be coordinated with the COR if all deliverables are met and the tasks outlined in section five (5) are completed, the service cannot be disrupted.The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential

1.6.11 Type of Contract: The government will award a Firm Fixed Price contract.

1.6.12 Security Requirements

1.6.12.1 Contractor personnel performing work under this shall be subject to National Agency Clearance with Written Inquiries (NACI) within 5 day of starting duty. All Contractor employees assigned to perform work under this contract will as a minimum be the subject of a favorably adjudicated NACI. Failure to maintain favorable security status will be grounds for immediate removal, and further performance under this contract will not be permitted.

1.6.12.2 Contractor Employees Who Require Access to Government Information Systems: All contractor employees with access to a Government information system must be registered in the Army Training Certification Tracking System (ATCTS) at commencement of services, and must successfully complete DOD information assurance awareness training before access to the information system and then annually thereafter.

1.6.12.3 Access and general protection/Security policy and procedures. The contractor and all associated subcontractor employees will comply with applicable installation, facility, and area commander installation/facility access and local security policy and procedures (provided by Government representative). The contractor will also provide all information required for background checks to meet installation-access requirements to be accomplished by the installation provost marshal office, director of emergency services, or security office. The contractor workforce must comply with all personal identity verification requirements as directed by DoD, HQDA, and 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. 6.12.4 Performance or delivery in a foreign country. This block only applies if the contract is a service performed in a foreign country by contractor employees that are not host country personnel, or purchase delivered to a Combatant Command designated operational area. The key AT requirement is for non-local national contractor employees to comply with the DoD Foreign Clearance Guide and ensure the contractor complies with COCOM directives.

1.6.13 Anti Terrorism / Force Protection (AT/FP)

1.6.13.1 AT Level I training. Standard clause: "All contractor employees, including subcontractor employees, requiring access to Army installations, facilities, and controlled-access areas will complete AT Level I awareness training within 30 calendar days after the contract start-date or effective date of incorporation of this requirement into the contract, whichever is applicable. The contractor will submit certificates of completion for each affected contractor employee and subcontractor employee to the COR or to the contracting officer, if a COR is not assigned, within 30 calendar days after training is completed by all employees and subcontractor personnel. AT Level I awareness training is available online at https://atlevel1.dtic.mil/at."

1.6.13.2 AT awareness training for traveling overseas. Standard clause: "Specific AOR training content may be directed by the USEUCOM or USAREUR Commander. The local ATO serves as the POC."

1.6.13.3 Access and general protection/Security policy and procedures. Standard clause: "The contractor and all associated subcontractor employees will comply with applicable installation, facility, and area commander installation/facility access and local security policy and procedures (provided by Government representative). The contractor will also provide all information required for background checks to meet installation-access requirements to be accomplished by the installation provost marshal office, director of emergency services, or security office. The contractor workforce must comply with all personal identity verification requirements as directed by DoD, HQDA, and 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."

1.6.13.4 iWATCH/iSALUTE training. Standard clause: "The contractor and all associated subcontractors will brief all employees on the local iWATCH/iSALUTE program (training standards provided by the requiring activity ATO). This locally developed training will be used to inform employees of the types of behavior to watch for and instruct employees to report suspicious activity to the COR. This training will be completed within 30 calendar days after the contract is awarded and within 30 calendar days after new employees commence contract performance, with the results reported to the COR within 30 calendar days after the contract is awarded."

1.6.13.5 Performance or delivery in a foreign country. This block only applies if the contract is a service performed in a foreign country by contractor employees that are not host country personnel, or purchase delivered to a Combatant Command designated operational area. The key AT requirement is for non-local national contractor employees to comply with the DoD Foreign Clearance Guide and ensure the contractor complies with COCOM directives.

1.6.13 Physical Security: The contractor shall be responsible for safeguarding all government equipment, information and property provided for contractor use. At the close of each work period, government facilities, equipment, and materials shall be secured.

1.6.14 Key Control: The Contractor shall establish and implement methods of making sure all keys/key cards issued to the Contractor by the Government are not lost or misplaced and are not used by unauthorized persons.

NOTE: All references to keys include key cards. 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 occurrences of lost or duplicate keys/key cards to the Contracting Officer. In the event keys, other than master keys, are lost or duplicated, the Contractor shall, upon direction of the Contracting Officer, re-key or replace the affected lock or locks; however, the Government, at its option, may replace the affected lock or locks or perform re-keying. When the replacement of locks or re-keying is performed by the Government, the total cost of re-keying or the replacement of the lock or locks shall be deducted from the monthly payment due the Contractor. In the event a master key is lost or duplicated, all locks and keys for that system shall be replaced by the Government and the total cost deducted from the monthly payment due the Contractor. The Contractor shall prohibit the use of Government issued keys/key cards by any persons other than the

Contractor’s employees. The Contractor shall prohibit the opening of locked areas by Contractor employees to permit entrance of persons other than Contractor employees engaged in the performance of assigned work in those areas, or personnel authorized entrance by the Contracting Officer. The Contractor shall establish and implement methods of ensuring that all lock combinations are not revealed to unauthorized persons. The Contractor shall ensure that lock combinations are changed when personnel having access to the combinations no longer have a need to know such combinations. These procedures shall be included in the Contractor’s Quality Control Plan.

1.6.15 Special Qualifications:

a. Minimum requirement: Related Bachelor’s Degree and three years’ experience performing the management of customer service programs, process improvement, and project and program management in a multi-faceted organization; six years related experience may substitute for the degree.

b. Contractor personnel performing work under this contract shall have at least three years’ experience at a high level of proficiency in reading, writing, and briefing in the English language in a work environment including senior civilian and military leadership.

c. Contractor personnel performing work under this contract shall have at least five years demonstrated proficiency in the use and application of common software programs including but not limited to, Microsoft Word, Outlook, Power Point, Publisher, Excel, and Access.

d. Contractor personnel performing work under this contract shall demonstrate consistently positive customer service skills. Time management and records management skills are required. Effective professional and non-judgmental interaction with various individuals is integral to this service.

e. Contractor personnel performing work under this contract must be able to access the installation or be a DoD ID cardholder, pass required Department of Defense background checks, and obtain a Common Access Card within ten

(10) business days.

f. Contractor personnel performing work under this contract shall complete Anti-Terrorism (AT) Level 1 Training and OPSEC training within the first 30 days of contract award and provide the certificate of completion to the COR. AT Level I, awareness training is available online at https://atlevel1.dtic.mil/at.

g. Contractor personnel performing work under this contract shall complete Assurance/Information Technology training and be certified in it to receive system access. Training is to be completed within the first 20 days of contract award and a certificate of completion is to be provided to the COR.

1.6.16 Post Award Conference/Periodic Progress Meetings: The Contractor agrees to 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, may meet periodically 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.

1.6.17 Contracting Officer Representative (COR): The (COR) will be identified by separate letter. 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, 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.

1.6.18 Key Personnel: The contractor shall provide a point of contact (POC) who shall be responsible for the performance of the work. This individual may be the individual providing the on-site services. The name of this person and an alternate who shall act for the contractor when the POC is unavailable shall be designated in writing to the COR not more than three days after award of the contract. The POC and alternate shall have full authority to act for the contractor on all contract matter relating to daily operation of this contract. The contract manager or alternate shall be available between normal operating hours 8:00-1700, Monday thru Friday, except Federal holidays or when the government facility is closed. For absences of less than 5 days, the requirement for the alternate to fill in can be coordinated with the COR if all deliverables are met and the tasks outlined in section five (5) are completed, the service cannot be disrupted. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential

1.6.19 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 disclosed. Contractor personnel will be required to obtain and wear a name tag in the performance of this service.

1.6.20 Contractor Travel N/A.

1.6.21 Other Direct Costs: N/A

1.6.22 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, 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. These documents and materials may not be used or sold by the contractor without written permission from the Contracting Officer. 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.

1.6.23 Organizational Conflict of Interest: 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 Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the Contracting Officer 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 Contracting Officer to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the Contracting Officer and in the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may effect 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.

1.6.24 Safety: N/A

1.6.24.1 Safety Plan and Program: N/A

1.6.25 Environmental Compliance: N/A

1.6.25.1 Environmental Compliance Plan and Program: N/A

PART 2

DEFINITIONS & ACRONYMS

2. Definitions and Acronyms:

2.1 Definitions:

Contractor - A supplier or vendor awarded a contract to provide specific supplies or service to the government.

The term used in this contract refers to the prime.

Contracting Officer - 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.

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 as long as 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.

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

Deliverable - Anything that can be physically delivered, but may include non-manufactured things such as meeting minutes or reports.

Key Personnel - Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel listed in the PWS. When key personnel are used as an evaluation factor in best value procurement, an offer can be rejected if it does not have a firm commitment from the persons that are listed in the proposal.

Physical Security - Actions that prevent the loss or damage of Government property.

Quality Assurance - The government procedures to verify that services being performed by the Contractor are performed according to acceptable standards.

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

Quality Control - All necessary measures taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements.

Subcontractor - One that enters into a contract with a prime contractor. The Government does not have privity of contract with the subcontractor.

Work Day - The number of hours per day the Contractor provides services in accordance with the contract.

Work Week - Monday through Friday, unless specified otherwise.

2.2 Acronyms:

AFARS Army Federal Acquisition Regulation Supplement AR Army Regulation CCE Contracting Center of Excellence CFR Code of Federal Regulations CONUS Continental United States (excludes Alaska and Hawaii) COR Contracting Officer Representative COTR Contracting Officer's Technical Representative COTS Commercial-Off-the-Shelf DA Department of the Army DD250 Department of Defense Form 250 (Receiving Report) DD254 Department of Defense Contract Security Requirement List DFARS Defense Federal Acquisition Regulation Supplement DMDC Defense Manpower Data Center DOD Department of Defense FAR Federal Acquisition Regulation HIPAA Health Insurance Portability and Accountability Act of 1996 KO Contracting Officer OCI Organizational Conflict of Interest OCONUS Outside Continental United States (includes Alaska and Hawaii) ODC Other Direct Costs PIPO Phase In/Phase Out POC Point of Contact PRS Performance Requirements Summary PWS Performance Work Statement QA Quality Assurance QAP Quality Assurance Program QASP Quality Assurance Surveillance Plan QC Quality Control QCP Quality Control Program TE Technical Exhibit

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3. Government Furnished Items and Services

3.1 Services: The Government will provide a sponsor to help acclimatize contract personnel with office environment, meeting appropriate personnel.

3.2 Facilities: The Government will provide the necessary workspace for the contractor staff to provide the support outlined in the PWS to include desk space, telephone, computer and other items necessary to maintain an office environment.

3.3 Utilities: The Government will provide all utilities in the facility for the contractor’s use in performance of tasks outlined in this PWS. The Contractor shall instruct employees in utilities conservation practices. The contractor shall be responsible for operating under conditions that preclude the waste of utilities, which include turning off the water faucets or valves after using the required amount to accomplish cleaning vehicles and equipment.

3.4 Equipment: The Government will provide the Contractor with use of a telephone/fax for local and long distance calls to conduct official business. A photocopy machine and a printer will be made available for use by the Contractor to fulfill contract requirements.

3.5 Materials: The Government will provide basic office supplies (pens, stapler, etc.) as needed. Additionally the Contractor will be provided a computer and applicable software for the purpose of providing performing assigned duties. Contract personnel are responsible to operate the computer in accordance with government guidelines.

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. Contractor Furnished Items and Responsibilities:

4.1 General: N/A

4.2 Secret Facility Clearance: N/A

4.3 Materials: N/A

4.4 Equipment: N/A

PART 5

SPECIFIC TASKS

5.1 Basic Services: The contractor shall provide services :

The contractor shall provide services for:

5.1.1 Customer Service Program Management. This service includes Interactive Customer Evaluation (ICE), customer feedback. ICE is a customer feedback tool used by the Department of Defense, which enables customers to provide unfiltered feedback. Management of this database ensures timely responses / follow up and reporting.

5.1.1.1 Update and publish the ICE Policy/Standard Operating Procedure to ensure it meets with the intent of IMCOM ICE Policy Memo #47.

5.1.1.2. Ensure each level of ICE managers (service providers, directorates, & organizations) are aware of their duties and responsibilities on the ICE system (ICE manager initial briefings & training).

5.1.1.3. Utilize the ICE automated system to perform data management, generate reports and provide user support.

5.1.1.4. Monitor the ICE site for errors, out-dated information, and consistency of service provider data.

5.1.1.5. Add new service providers and managers as required.

5.1.1.6. Forward unresolved issues to the ICE Site Administrator, for resolution within 72 hours and respond to or close ICE comments without response requested in the ICE system.

5.1.1.7. Order and maintain sufficient quantities of ICE customer comment cards (hard copy) to support the installation service providers. Input hard copy comment cards, as required.

5.1.1.8. Utilize ICE information as a tool to assess the services provided from an individual customer perspective (updates, evaluations & reports).

5.1.1.9. Meet all ICE site administrator responsibilities as outlined in the IMCOM ICE Policy Memo #47.

5.1.1.10 Promote the use of the installation ICE program (publicity items in the service provider areas, ICE links on installation websites, & service provider ICE program knowledge and apply other marketing tools as required).

5.1.1.11. Collect and analyze data from the ICE Web site on a routine basis to include a bi-weekly reoccurring report.

5.1.1.12. Prepare and develop reports and distribute to each echelon or as directed by the PAIO Director.

Additionally schedules briefings to leadership regarding installation ICE status.

5.1.1.13. Convene focus groups as needed. Ensure focus groups establish a measurable objective and end product that meet the format requirements to submit to higher levels, if needed. Track and prepare ICE metrics briefing for monthly Command and Staff.

5.1.1.14. Assist in the action plan process to resolve a below average performance rating, issues, or problem areas determined to be vital to customer service.

5.1.1.15. Establish an ICE Marketing Plan.

5.1.1.16. Publish news releases for the installation newspaper and garrison website.

5.1.1.17. Incorporate customer service feedback into Town Halls forums / Community Information Exchange (CIE) (as needed).

5.1.1.18. Conduct ICE Program training for installation staff and service providers.

5.1.1.19. Maintain documentation on training sessions and schedule follow-up training as requested.

5.1.1.20. Collect and analyze customer service related data upon request.

5.1.1.21. Monitor, draft response and track customer feedback from all other sources to include Commander’s hotline.

5.1.1.22 Conduct Customer Service Training for customer service providers and their supervisors.

5.1.2 Front Door Service Standardization Initiative. The Garrison Front Door Service Standardization Initiative is a consolidated program, by which we market the garrison identity and standardize front door services / office appearance.

5.1.2.1. Continue to develop and execute detailed garrison front door service standardization implementation plan w/ milestones.

5.1.2.2. Compose supporting documentation to include but not limited to SOP and business rules to ensure continuity of program.

5.1.2.3. Track and report implementation status; and inspect implementation in the garrison echelons and coordinate expansion tenant unit front door service.

5.1.2,4. Serve as the main POC for print production w/ DPW.

5.1.2.5. Develop acquisition plan for branding elements and support acquisition pending funding availability.

5.1.2.6. Ensure a garrison continuity plan for front door standardization sustainment.

5.1.3 Garrison Awards Program.

5.1.3.1. Facilitate Customer Service (CS) Award Program to include - but not limited to - composing supporting documentations, chair the virtual board, compile and report monthly CS Award winners, coordinate monthly award presentations and promote program and coordinate participation of tenant units and agencies; and actively market the program to tenant units and agencies.

5.1.3.2. Implement Best Practice / Hero of the Day Program to include composing supporting documentation.

5.1.3.3. Collect and review Best Practice / Hero of the Day submission from directorates for submission to higher

HQ.

5.1.3.4. Review Best Practices from other Garrison for duplication in Wiesbaden Garrison and coordinate implementation with garrison echelons.

5.1.3.5. Track data and performance of Best Practice / Hero of the Day.

5.1.3.6. Facilitate the Team Award program to include composing supporting documentation, collect submissions, chair the board, compile and report quarterly winners, coordinate award presentations, and marketing of the program.

5.1.3.7. Assist in preparation of awards for quarterly All Hands to include supporting documentation.

5.1.3.8. Assist garrison leadership in preparing and presentation of awards.

5.1.3.9. Support other garrison award programs as required.

5.1.4.10 Establish and maintain a program / database to monitor competing for higher HQ level awards to ensure maximum participation.

5.1.4 Customer Service Kiosk. Coordinate and update all input to the customer service kiosk.

5.1.5 Improvement Process.

5.1.5.1 Document and improve processes within garrison directorates to increase efficiency and effectiveness by incorporating the ‘Voice of the Customer’ with the goal to improve customer satisfaction leading to improved customer service.

5.1.5.2 Facilitate the Customer Service section within the Baldrige Performance Excellence Program.

5.1.5.3 Facilitate customer service related projects resulting from the garrison/IMCOM-Europe or IMCOM Strategic Plan.

5.1.5.3 Conduct surveys to identify gaps, assist in developing courses of action of action and monitor implementation leading to improved customer service.

5.2 Recurring Services: N/A

5.3 On-Demand Services: N/A

5.4 Functional Areas: N/A

5.5 Contractor Manpower Reporting (CMRA):

"The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the Customer Support Services via a secure data collection site. The contractor is required to completely fill in all required data fields using the following web address: http://www.ecmra.mil/

Reporting inputs will be for the labor executed during the period of performance during each

Government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year, beginning with 2016. Contractors may direct questions to the help desk at help desk at:

http://www.ecmra.mil/"

PART 6

APPLICABLE PUBLICATIONS

6. Applicable Publications (Current Editions):

6.1 Contractor Adherence: The contractor must abide by all applicable regulations, publications, manuals, and local policies and procedures to include but not limited to AR 600-8-22 Army Awards, Garrison Customer Service Awards Policy, Garrison Team Award Policy, AR 25-50 Effective Writing and Correspondence, AE 5-1 Management of Army Business Operations, AR 702-11 Army Quality Program, IMCOM ICE Policy #47.

PART 7

ATTACHMENT/TECHNICAL EXHIBIT LISTING

7. Attachment/Technical Exhibit List:

7.1 Attachment 1/Technical Exhibit 1 – Performance Requirements Summary

7.2 Attachment 2/Technical Exhibit 2 – Deliverables Schedule

7.3 Attachment 3/Technical Exhibit 3 – Estimated Workload Data

7.4 Attachment 4 – Reference Information Sheet

TECHNICAL EXHIBIT 1

Performance Requirements Summary http://www.ecmra.mil/ http://www.ecmra.mil/

The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

PERFORMANCE OBJECTIVE STANDARD PERFORMANCE

THRESHOLD

METHOD OF

SURVEILLANCE

1) PWS Part 1 Management and Administration Contractor shall comply with PWS provisions relating to Management and Administration operations.

Monthly COR PRS inspection checklist Pass / Fail criteria. Document Number:

>95 Percent Total Overall PRS Inspection Checklist Compliant Rate

100% Inspection of

COR PRS

Inspection Checklist.

2) PWS Part 1 Management and Administration Contractor shall comply with PWS provisions relating to Management and Administration processes.

Surveillance Process Audits

0 Safety or Environmental Discrepancies < 1 Technical Discrepancies

Periodic Inspection

3) PWS Part 3 Government Furnished Item and Services Contractor shall comply with PWS provisions relating to Government Furnished Item and Services operations.

Monthly COR PRS inspection checklist Pass / Fail criteria. Document Number:

>95 Percent Total Overall PRS Inspection Checklist Compliant Rate

100% Inspection of

COR PRS

Inspection Checklist.

4) PWS Part 3 Government Furnished Items and Services Contractor shall comply with PWS provisions relating to Government Furnished Items and Services processes.

Surveillance Process Audits

0 Safety or Environmental Discrepancies < 1 Technical Discrepancies

Periodic Inspection

5) PWS Part 4 Contractor Furnished Items and Services Contractor shall comply with PWS provisions relating to Contractor Furnished Items and Services operations.

Monthly COR PRS inspection checklist Pass / Fail criteria. Document Number:

>95 Percent Total Overall PRS Inspection Checklist Compliant Rate

100% Inspection of

COR PRS

Inspection Checklist.

6) PWS Part 4 Contractor Furnished Items and Services Contractor shall comply with PWS provisions relating to Contractor Furnished Items and Services processes.

Surveillance Process Audits

0 Safety or Environmental Discrepancies < 1 Technical Discrepancies

Periodic Inspection

7) PWS Part 5 Specific Tasks Contractor shall comply with PWS provisions relating to Specific Tasks operations.

Monthly COR PRS inspection checklist Pass / Fail criteria. Document Number:

>95 Percent Total Overall PRS Inspection Checklist Compliant Rate

100% Inspection of

COR PRS

Inspection Checklist.

8) PWS Part 5 Specific Tasks Contractor shall comply with PWS provisions relating to Specific Tasks processes.

Surveillance Process Audits

0 Safety or Environmental Discrepancies < 1 Technical Discrepancies

Periodic Inspection

9) PWS Part 6 Applicable Publications Contractor shall comply with PWS provisions relating to Applicable Publications operations.

Monthly COR PRS inspection checklist Pass / Fail criteria. Document Number:

>95 Percent Total Overall PRS Inspection Checklist Compliant Rate

100% Inspection of

COR PRS

Inspection Checklist.

10) PWS Part 6 Applicable Publications Contractor shall comply with PWS provisions relating to Applicable Publications processes.

Surveillance Process Audits

0 Safety or Environmental Discrepancies < 1 Technical Discrepancies

Periodic Inspection

11) PWS Part 7 Technical Exhibit Listing Contractor shall comply with PWS provisions relating to Technical Exhibit Listing operations.

Monthly COR PRS inspection checklist Pass / Fail criteria. Document Number:

>95 Percent Total Overall PRS Inspection Checklist Compliant Rate

100% Inspection of

COR PRS

Inspection Checklist.

12) PWS Part 7 Technical Exhibit Listing Contractor shall comply with PWS provisions relating to Technical Exhibit Listing processes.

Surveillance Process Audits

0 Safety or Environmental Discrepancies < 1 Technical Discrepancies

Periodic Inspection

13) 5.1.1, 5.1.2, 5.1.4, 5.1.5: The Contractor shall submit deliverables in a timely manner. Documents are readable, clear, and accurate.

Documents are in the specified format.

Monthly COR PRS inspection checklist Pass / Fail criteria.

95% of the time deliverables are submitted on-time and in the format required, and minor corrections to documents are required only 10% of the time

100% INSPECTION

OF COR PRS

INSPECTION

CHECKLIST

14) 5.1.1: Address questions, issues, and/or concerns of the government and customers in a timely manner.

Monthly COR PRS inspection checklist Pass / Fail criteria

95% of the time customer requests are addressed within 72 hours, and resolution is coordinated with the COR within a mutually agreed upon time-frame.

Random sampling by COR PRS Inspection Checklist

15) 5.1.1.6 Close all ICE comments without response requested in the ICE system.

Monthly Status Report 95% of the time deliverables are met.

PRS Inspection Checklist

16) 1. General, 1.4.4, 1.4.5: Report to assigned work location during regular duty hours

Monthly COR PRS inspection checklist Pass / Fail criteria

98% of the time the facility is opened and closed appropriately.

Lunch break does not exceed 1 hour.

Random sampling by COR PRS Inspection Checklist

17) 5.1.3 All awards prepared on time for All Hands, CSA and Team Award and other Awards

Monthly COR PRS inspection checklist Pass / Fail criteria

Zero defective Random sampling by COR PRS Inspection Checklist

TECHNICAL EXHIBIT 2

DELIVERABLES SCHEDULE

Deliverable Frequency # of Copies Medium/Format Submit To Quality Control Plan One time 1 copy In writing within 30 days after contract award

COR

Name, title, office, home and mobile

One time 1 copy In writing at the Post Award Conference

COR

telephone number of project manager and contractor employee Key Customer Service Activities Report

Monthly 1 copy The deliverable is to be provided in Excel

Deliverable is to be sent to identified PAIO personnel

ICE report for Commander’s Call

Monthly IAW garrison established timeline

1 copy

The deliverable is to be provided in Power Point

Deliverable is to be sent to identified personnel

Bi-weekly ICE report

1 & 3 Monday of the month

1 copy

The deliverable is to be provided in Power Point

Deliverable is to be sent to identified PAIO personnel

Quarterly awards for All Hands

Quarterly, last week of the quarter

1 copy The deliverable is to be provided in a plaque/frame with supporting documentation

Deliverable is to be submitted to identified personnel

Team Awards Quarterly 1 copy The deliverable is to be provided in Excel and supporting documentation for awards

Deliverable is to be sent to identified personnel

Facilitate Customer Service Board /

Every 3rd Thursday / Quarterly

1 copy The deliverable is to be provided in Excel and supporting documentation for awards

Deliverable is to be sent to identified personnel

Facilitate Quarterly Customer Service Board

Quarterly, two weeks before the next All Hands

1 copy The deliverable is to be provided in Excel and supporting documentation for awards

Deliverable is to be sent to identified personnel

Facilitate Annual Customer Service Board

Annual, after 4th QTR, two weeks before next All Hands

1 copy The deliverable is to be provided in Excel and supporting documentation for awards

Deliverable is to be sent to identified personnel

Front Door Service Standardization Update

Monthly 1 copy The deliverable is to be provided in Excel

Deliverable is to be submitted to identified PAIO personnel

Process Improvement Progress Update

Monthly 1 copy Word Deliverable is to be submitted to identified PAIO personnel

Situational Kiosk Update Report

Monthly 1 copy Email Deliverable is to be submitted to identified PAIO personnel

Garrison Awards As required 1 copy All supporting documentation for

Delivera…