Performance Work Statement Amended 11MAR2025.pdf

PERFORMANCE WORK STATEMENT (PWS)

FOR

Lodging and Transportation Services for National Guard Professional Education Center, North Little Rock, Arkansas

1.0 General:

1.1 Scope: Except as otherwise specified in this Performance Work Statement (PWS), the contractor shall provide all personnel, equipment, tools, materials, supervision, transportation, and other services necessary to perform lodging management of Independence Hall, Liberty Hall, and Patriot Hall for the National Guard Professional Education Center (PEC) at Camp Robinson, North Little Rock, Arkansas. Services performed shall consist of front desk services, housekeeping, laundry services, management of furniture and furnishings, pest control, custodial building and grounds maintenance, and transportation of students and guests staying in PEC lodging, as well as those who are billeted off-post. The contractor shall ensure that services are performed in a manner that will support the mission of PEC, maintain the facility in a satisfactory manner, and present a clean and professional appearance.

1.2 Background: PEC is the national training center for the Army National Guard (ARNG) located on Camp Joseph T. Robinson in North Little Rock, Arkansas. PEC provides training and conferencing support year-round. PEC’s campus consists of 84 acres and 34 buildings, which house an on-site dining facility, 84 classrooms, five auditoriums, and more than 660 billets. The average yearly throughput of students and conference attendees is approximately 18,000.

1.3 The Period of Performance shall be one Base Year of 12 months and four (4) 12-month option years.

1.4 General Information:

1.4.1 Place and Performance of Services: The contractor shall provide front desk services 24-hours a day. Housekeeping and transportation hours are dictated by the number of guest arrivals, departures, and special events that occur. Normal transportation requirements occur between the hours of 0400 and 2400, except on recognized U.S. holidays or when the Government facility/installation is closed due to local or national emergencies, administrative closings, or similar Government-directed facility/installation closings. Performance shall be at Independence Hall (Building #1404), Liberty Hall (Building #2500), and Patriot Hall (Building #3500), see Exhibits 6,7, and 8. The contractor shall always maintain an adequate work force for the uninterrupted performance of all tasks defined within this PWS when the Government facility/installation is not closed for the above reasons. When hiring personnel, the contractor shall keep in mind that the stability and continuity of the workforce are essential. The contractor shall maintain an adequate work force for the uninterrupted performance of tasks defined within this PWS when the Government facility/installation is not closed for the above reasons. When hiring personnel, the contractor shall keep in mind that the stability and continuity of the workforce are essential.

1.4.1.1 Telework: Telework is not authorized.

1.4.1.2 Unscheduled gate closures by the Security Police may occur at any time, causing personnel entering or exiting a closed installation to experience delays. This cannot be predicted or prevented. Contractors are not compensated for unexpected closures or delays. Vehicles operated by contract personnel are subject to search, pursuant to applicable regulations. Moving violations under applicable motor vehicle regulations may result in the termination of the contractor employee’s installation driving privileges.

1.4.1.3 The contractor’s employees shall become familiar with and obey installation regulations, to include fire, traffic, safety, and security regulations while on-post.

Contract employees may only enter restricted areas when required to do so and have prior approval. Contract employees shall carry proper identification with them and shall be subject to such checks as deemed necessary. The contractor shall ensure compliance with installation regulations and orders, which may affect performance. The Government reserves the right to direct the removal of an employee from Government property or revoke access to Government systems for misconduct, security reasons, or any overt evidence of communicable disease. Removal of contract employees for reasons stated above does not relieve the Contractor from responsibility for total performance of this contract.

1.4.2 Recognized Holidays: The contractor shall not perform services on the following U.S. recognized holidays:

1.4.2.1 New Year’s Day: January 1st

1.4.2.2 Independence Day: July 4th

1.4.2.3 Thanksgiving Day

1.4.2.4 Christmas Day: December 25th

1.4.3 Quality Control (QC): The contractor shall develop and maintain an effective QC Plan (QCP) 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. As a minimum, the contractor shall develop QC procedures that address the areas identified in Exhibit 1, Performance Requirements Summary (PRS). A final QCP shall be submitted to the Contracting Officer Representative (COR) NLT 10 days after contract award. After acceptance of the QCP, the contractor shall obtain the Contracting Officer’s (KO’s) acceptance in writing of any proposed changes to its QCP.

1.4.4 Quality Assurance (QA): The Government will evaluate the contractor’s performance in accordance with the Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on what the Government will do to ensure that the contractor has performed in accordance with the PWS. It defines how the performance standards will be applied, the frequency of surveillance, and acceptable quality level(s) or defect rate(s).

1.4.5 Installation Access and Security Requirements. The contractor shall comply with applicable installation/facility access and local security policies and procedures, which may be obtained from the COR. The contractor and associated subcontracted employees shall provide information required for background checks to meet installation access requirements. The contractor shall ensure compliance with personal identity verification requirements as directed by Department of Defense (DoD), Headquarters Department of Army (HQDA), and/or local policy (see PWS 6.0). Should the Force Protection Condition (FPCON) change, the Government may require changes in contractor security matters or processes.

1.4.5.1 For contractors requiring Common Access Card (CAC): The CAC is the DoD Federal Personal Identity Verification (PIV) credential. Before CAC issuance, the contract employee must require logical access to Department of Defense computer networks and systems in the unclassified environment. At a minimum, the contractor must receive a favorably adjudicated Tier 1 or an equivalent or higher investigation in accordance with Army Directive 2014-05. CAC issuance is warranted only if duties involve one of the following: (1) both physical access to a DoD facility and access, via logon, to 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 months or more. At the discretion of the sponsoring activity, an initial CAC may be issued based on a favorable review of the FBI fingerprint check and a successfully scheduled Tier 1 investigation at the Office of Personnel Management.

Sponsorship and enrollment information about each applicant must be registered in the Defense Enrollment Eligibility Reporting System (DEERS) through either the Real-Time Automated Personnel ID System (RAPIDS) using the DD Form 1172-2 or the Trusted Associate Sponsorship System (TASS).

1.4.5.1.1 Homeland Security Presidential Directive (HSPD)-12 Background Investigation Requirements: The contractor shall ensure that all contractor and subcontractor personnel whose duties require CAC card issuance obtain them and shall process all CAC card applications.

1.4.5.1.2 Contractors and their personnel shall use the following procedures to obtain CACs:

(a) Contractors shall provide a listing of personnel who requires a CAC to the contracting officer. The Government will provide the contractor instruction on how to complete the Contractor Verification System (CVS) application and then notify the contractor when approved.

1.4.5.1.3 Contract personnel shall obtain a CAC from the nearest RAPIDS Issuing Facility, typically the local Military Personnel Flight (MPF). At the RAPIDS station, a Verification Officer will verify the contract employee by Social Security Number (SSN) and two forms of identification. Identity source documents must come from the list of acceptable documents included in Form I-9, OMB No. 1615-0047 “Employment Eligibility Verification.” Consistent with applicable law, at least one document from the Form I-9 list shall be a valid and unexpired state or federal Government-issued picture ID. Identity documents will be inspected for authenticity and scanned and stored in the DEERS upon issuance of an ID. The photo ID requirement cannot be waived, consistent with applicable statutory requirements. The Verification Officer will capture primary and alternate fingerprints, picture, and updates to DEERS, and will then issue a CAC. Issued CACs will be valid for no longer than three years, or until the individual's contract end date (inclusive of any options), whichever is earlier.

1.4.5.1.4 The contractor shall manage requests for new or renewal CAC cards in sufficient time to ensure that all contract employees have them when needed to perform work under this contract. The contractor shall provide at least 10 calendar days advance notice to the TA, unless there are extenuating circumstances approved by the COR or

KO.

During the performance period of the contract, the contractor shall:

1. Within seven working days of any changes to the listing of the contract personnel authorized a CAC, provide an updated listing to the COR who will provide the updated listing to the authorizing Government official.

2. Return CACs in accordance with local policy/directives within seven working days of a change in status for contractor personnel who no longer require logical or physical access.

3. Return CACs in accordance with local policy/directives within seven working days following a CACs expiration date; and

4. Report lost or stolen CACs in accordance with local policy/directives.

1.4.5.1.5 The contractor shall return issued CACs to the DEERS office upon departure or dismissal of each contract employee, and shall obtain a receipt for each card and provide it to the TA/COR.

1.4.5.1.5.1 Failure to comply with these requirements may result in withholding of final payment.

1.4.5.2 For contractors that do not require a CAC, but require access to a DoD facility or installation: Contractor and all associated sub-contractors employees shall comply with adjudication standards and procedures using the National Crime Information Center Interstate Identification (NCIC-III) and Terrorist Screening Database (TSDB) (Army Directive 2014-05), and applicable installation, facility and area commander installation/facility access, and local security policies and procedures (provided by a Government representative).

1.4.5.5 Communications Security/Information Technology (COMSEC/IT) Security.

Communications with DoD organizations are subject to COMSEC review. Telephone communications networks are continually subject to interception by unfriendly intelligence organizations. DoD has authorized military departments to conduct COMSEC monitoring and recording of telephone calls originating from, or terminating at, DoD organizations. Therefore, the contractor is advised that any time contract personnel place or receive a call, they are subject to COMSEC procedures. The contractor shall ensure wide and frequent dissemination of the above information to all employees dealing with DoD information. The contractor shall abide by all Government regulations concerning the authorized use of the Government's computer network, including the restriction against using the network to recruit Government personnel or advertise job openings.

1.4.5.6 Use of Government Information Systems (IS) and access to Government networks is a revocable privilege, not a right. Users are the foundation of the DoD strategy, and their actions affect the most vulnerable portion of the Army Enterprise Infostructure (AEI). Contract employees shall have a favorable background investigation or hold a security clearance and access approvals commensurate with the level of information processed or available on the system. Contract employees shall:

1.4.5.6.1 Comply with the command's Acceptable Use Policy (AUP) for Government-owned IS and sign an AUP prior to or upon account activation.

1.4.5.6.2 Complete initial and/or annual Information Assurance (IA) training as defined in the IA Best Business Practices (BBP) training (https://atc.us.army.mil/iastar/docs/Training_BBP.pdf).

1.4.5.6.3 Mark and safeguard files, output products, and storage media per classification level and disseminate them only to individuals authorized to receive them and who possess a valid need to know.

1.4.5.6.4 Protect IS and IS peripherals located in their respective areas in accordance with physical security and data protection requirements.

1.4.5.6.5 Practice safe network and Internet operating principles and take no actions that threaten the integrity of the system or network.

1.4.5.7 Army Training Certification Tracking System (ATCTS): All contract employees with access to a Government information system shall be registered in ATCTS (https://atc.us.army.mil/iastar/index.php) at commencement of services, and shall successfully complete the DoD IA awareness training prior to access to the IS and then annually thereafter. (https://iatraining.us.army.mil/).

1.4.5.8 Protection of Personally Identifiable Information (PII): The contractor shall protect all PII encountered in the performance of services in accordance with Defense Federal Acquisition Regulation Supplement (DFARS) 224.103, Personally Identifiable Information and Department of Defense Directive (DoDD) 5400.11, Department of Defense Privacy Program, and DoD 5400.11-R. If a PII breach results from the contractor’s violation of the policies, the contractor shall bear all notification costs, call-center support costs, and credit monitoring service costs for all individuals whose PII has been compromised.

1.4.5.9 OPSEC Training: In accordance with AR 530-1, Operations Security, new contractor employees shall complete Level I OPSEC training within 30 calendar days of their reporting for duty and annually thereafter. The contractor shall submit certificates of completion for each contractor employee to the COR within 15 calendar days after completion of training. Level 1 OPSEC training is available at https://securityawareness.usalearning.gov/opsec/index.htm.

1.4.6 Physical Security: The contractor shall safeguard all Government property provided for contractor use. At the close of each work period, Government facilities, equipment, and materials shall be secured.

1.4.6.1 Key Control: Implement methods of ensuring that no keys/key cards issued by the Government are lost or misplaced or are used by unauthorized persons. No keys issued by the Government shall be duplicated. Such procedures shall include turn-in of any issued keys by personnel who no longer require access to locked areas. The contractor shall include procedures covering key control in the QCP.

1.4.6.1.1 The contractor shall immediately report any occurrences of lost or duplicated keys/key cards to the COR.

1.4.6.1.2 In the event keys, other than master keys, are lost or duplicated, the contractor shall, upon direction by the COR, 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 Government replaces or re-keys the locks, the Government will deduct the total cost of lock replacement or re-keying from the monthly payment due the contractor. In the event a master key is lost or duplicated, the Government will replace all locks and keys for that system and will deduct the total cost from the monthly payment due the contractor.

1.4.6.1.3 The contactor shall prohibit the use of the 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 contactor employees engaged in the performance of services in those areas, or personnel authorized entrance by the COR.

1.4.7 Special Qualifications: Contract shall ensure that special certification requirements for contractor employees as appropriate, i.e., possess licenses for operating commercial transportation as buses and vans, used in the performance of this contract such as Commercial Driver’s Licenses (CDL). The Government does not provide training to contractors. Contractors must ensure that any personnel performing under a contract are fully trained, licensed, certified, and qualified to provide services.

1.4.9 Contract Manager (CM): The contactor shall designate a CM who shall ensure performance under this contract. The name of this person, and an alternate who shall act for the contractor when the CM is absent, shall be designated in writing to the KO.

The CM and/or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract. The CM shall work through the COR to resolve issues, receive technical instructions, and ensure adequate performance of services. The CM shall ensure that contractor employees do not perform any services outside the scope of the contract without an official modification issued by the KO. The CM shall ensure contractor employees understand that services performed outside the scope of the contract are performed at the expense of the contractor.

1.4.10 Identification of Contractor Employees: 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 that they are Government employees. The contractor shall ensure that documents or reports produced by contractor personnel are suitably marked as contractor products or that contractor participation is appropriately disclosed. The contractor’s status as a “contractor” shall be prominently displayed in all correspondence types, to include signature blocks on e-mail, and dealings with Government or non-Government entities. Contract personnel shall be neat and clean and wear identification badges distinguishing themselves. The badges shall have the company name, employee name, and the word “contractor” displayed. The contractor shall retrieve identification media, including vehicle passes, from its employees who depart employment. The contractor shall return all identification media, i.e., badges and vehicle pass, to the COR within 14 days of an employee’s departure.

1.4.11. Combating Trafficking in Persons: The U.S. Government has adopted a zero-tolerance policy regarding trafficking in persons. Contractors and contract employees shall not engage in severe forms of trafficking in persons during the period of performance of the contract; procure commercial sex acts during the period of performance of the contract; or use forced labor in the performance of the contract. The Contractor shall notify its employees of the U.S. Government’s zero tolerance policy and the actions that will be taken for violations of this policy. The contractor shall take appropriate action, up to and including termination, against employees or subcontractors that violate the Government policy as described at FAR 22.17.

1.4.12 Data Rights: The Government has unlimited rights to all documents and materials 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 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.

1.4.13 Organizational Conflicts of Interest (OCI): The contractor and subcontractor personnel performing services 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 OCIs, 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 OCI. The KO shall solely determine the acceptability of the contractor’s mitigation plan. In the event the KO determines that OCI cannot be satisfactorily avoided or mitigated, the KO may impose other remedies as deemed necessary, including prohibiting the contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.4.14 Phase In / Phase Out Periods: To minimize any decreases in productivity and to prevent possible negative impacts on additional services, the contractor shall have personnel on board, during the 30 days phase in/ phase out periods. During the phase in period, the contractor shall become familiar with performance requirements to commence full performance of services on the contract start date.

2.0 Definitions and Acronyms:

2.1 Definitions:

2.1.1 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.

2.1.2 Defective Service: A service output that does not meet the standard of performance associated with the PWS.

2.1.3 Deliverable: Anything that can be physically delivered and includes non-manufactured things such as meeting minutes or reports.

2.1.4 Key Personnel: Contract personnel who are evaluated in a source selection process and may be required to be used in the performance of a contract by 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 listed in the proposal.

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

2.1.6 Quality Assurance: Government procedures to verify that services being performed by the contractor are performed according to acceptable standards.

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

2.1.8 Quality Control: All necessary measures taken by the contractor to ensure that the quality of a product or service shall meet contract requirements.

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

2.2 Acronyms:

AEI Army Enterprise Infostructure AR Army Regulation AT/OPSEC Antiterrorism/Operational Security BI Background Investigation CM Contract Manager COR Contracting Officer Representative DA Department of the Army DD254 Department of Defense Contract Security Classification Specification DFARS Defense Federal Acquisition Regulation Supplement DoD Department of Defense DSCA Defense Counterintelligence and Security Agency FAR Federal Acquisition Regulation GFP/M/E/S Government Furnished Property/Material/Equipment/Services HQDA Headquarters, Department of the Army HSPD Homeland Security Presidential Directive IA Information Assurance IS Information System(s) KO Contracting Officer NGB National Guard Bureau OCI Organizational Conflict of Interest PII Personally Identifiable Information PIPO Phase In/Phase Out POC Point of Contact PRS Performance Requirements Summary

PWS Performance Work Statement QA Quality Assurance QASP Quality Assurance Surveillance Plan QC Quality Control QCP Quality Control Program SCR Service Contract Reporting SSN Social Security Number TE Technical Exhibit USD(I) Under Secretary of Defense for Intelligence

3.0 Government Furnished Property, Material, Equipment and Services (GFP/M/E/S):

The Government will provide the property, material, equipment, and/or services listed below solely for the purpose of performance under this contract.

3.1 Property: The Government will furnish the necessary workspace for the contractor to perform services outlined in this PWS to include desk space, telephones, computers, and other items necessary to maintain an office environment. The above-mentioned property will be classified as incidental property.

3.2 Materials: No class II supplies will be provided, to include copy paper, pens, notebooks, and similar office-related supplies.

3.3 Equipment:

3.3.1.1 Government Furnished Supplies and Equipment:

3.3.1 The contractor shall conduct a joint inventory of property and equipment listed in Exhibit 4 no later than one week after contract start with PEC COR. The current inventory list shall be updated with any changes and maintained by the contractor.

3.3.1.2 The COR will sign as a sub-hand receipt holder for the equipment that is classified as incidental by the KO. Incidental property will include property listed in paragraph 3.1 and include televisions in each of the rooms across the UHP.

3.3.1.3 The contractor shall inventory other property, categorized as durable, using a spreadsheet, or other similar document. Inventories shall be conducted annually, and prior to the start of any contract option period. The contractor, in coordination with the COR, shall adjust the durable property listing to reflect all additions, turn-ins or other changes.

3.3.1.4 All property listed shall remain the property of the government. The contractor shall not be responsible to replace televisions, or any property designated as non-expendable except for ice machines (see paragraph 3.3.1.2 and 5.15). The contractor shall replace all other durable or expendable property when it is no longer serviceable.

This includes room items such as bedding, irons, ironing boards, ironing board covers, trash cans, lamps, clocks, refrigerators, luggage racks, hangers, ice buckets, and power strips. The amount to replace these durable or expendable items will not exceed 5% of the contract value at the time of award. The contractor shall coordinate with the COR for proper disposition or disposal.

3.3.1.5 The contractor shall support and coordinate delivery and installation of all replacement equipment or furniture. The contractor shall be responsible for providing access to the rooms, to include moving items within the room as needed, to facilitate the removal and delivery.

3.3.1.6 The government reserves the right to replace any furniture or other equipment during the contract period, with the government paying the cost. The contractor shall be required to assist in the installation of these items, and removal of the associated old items, to include moving items to/from the PEC Warehouse. The government will provide additional vehicles and drivers for this, if required.

3.3.1.7 The contractor is responsible for costs related to making the property available for use, such as payment for all transportation, installation, or rehabilitation.

3.3.2 Information Technology: PEC will maintain ownership, maintenance, and operation of Information Technology (IT) equipment, to include computers and phones.

PEC will be responsible for cable TV and wireless internet services. PEC will be responsible for replacement and repairs of computers and televisions. Contractor shall ensure proper care of this equipment and shall provide prompt notice of any problems.

3.3.3 Fire Extinguishers: Contractor shall inspect all fire extinguishers monthly and ensure they are maintained in accordance with OSHA fire standards, Exhibit 7.

Contractor shall coordinate with the COR for replacement of any defective or discharged extinguishers.

3.4 Services:

3.4.1 Telephone Service: The Government shall provide base, Defense Switched Network (DSN), local commercial, continental U.S. (CONUS), and Outside Contiguous U.S. (OCONUS) long distance telephone service. All OCONUS telephone calls will be required to have prior approval through the IT Division. Telephone service is only for official government business.

3.4.2 Security, Fire, and Medical Emergency Services: The Government will provide police and fire protection. In the event of a medical emergency, the contractor shall need to call Camp Robinson Police/Fire 501-212-5280 or 911.

3.4.3 Solid Waste Collection and Disposal. The Contractor shall use existing government-provided bulk containers to dispose of trash or solid waste generated from delivery of services detailed in this PWS.

3.5 Utilities: All utilities in the facility will be available for the contactor’s use in the performance of this contract. The contractor shall instruct employees in utilities conservation practices. The contractor shall operate under conditions that preclude the waste of utilities, which include turning off the water faucets or valves after using the required amount.

4.0 Contractor Furnished Property, Materials, and Equipment (CFP/M/E):

4.1 General: Except for those items specifically stated to be government-furnished in Paragraph 3.0, the contractor shall furnish everything required to perform these services as indicated in Paragraph 1.1.

5.0 Requirements: The contractor shall:

5.1 Contractor shall provide and operate front desk services.

5.1.1 Contractor shall operate a front desk 24 hours a day, seven days a week, to include holidays, except for holidays mentioned in 1.4.3. Four weeks a year: the week of July 4; Thanksgiving; and the last two weeks of December; contractor shall not be required to operate 24/7. Modified hours for these weeks shall be 0700 to 1530 daily.

Contactor shall coordinate with the PEC Operations Branch to ensure maximum utilization of PEC rooms and to minimize use of off-post lodging. Contractor must be flexible in meeting the needs of guests, such as making accommodations for handicapped guests, i.e. assignment of a handicapped accessible room. Contractor shall provide necessary guest forms and informational handouts used by the front desk.

5.1.2 Contractor shall be able to generate reports including but are not limited to:

occupancy reports and status, room maintenance status, and room cleaning status.

Additionally, contractor shall coordinate with PEC Operations and Training on the scheduling of VIP and students. Contractor shall run a daily report to show occupancy status, arrivals and departures to include room status with guest names.

5.1.3 Contractor shall ensure adequate staffing to efficiently register both individuals and large groups during high registration periods. Peak staffing could last for nine hours with 80 guests per clerk in nine hours. A 20-minute wait is acceptable in peak hours;

five minutes during non-peak. For high visibility conferences, of which there are approximately four per year, guest wait time during peak hours shall not exceed 10 minutes. Contractor shall maintain a minimum of two front desk clerks during the peak hours of 0800 to 1700.

5.1.4 Contractor shall store guest luggage prior to check-in and after check-out time in a monitored area.

5.1.5 Contractor shall provide telephone support in a courteous and professional manner. All calls are to be answered within three rings. Callers shall be given the option of either being placed on hold or receiving a return call. At no time shall a caller be left on hold over three minutes. All return calls must be accomplished within the same day.

5.1.6 Contractor shall purchase and maintain a stock of guest amenities in the event a guest has forgotten such items or has the issue of lost luggage. Amenities, to include soap, body wash, shampoo, lotion, hair dryers, combs, feminine hygiene products, shaving cream for men and women, razors, sewing kits, extra towels, and extra bed sheets, are required at the front desk. Tissues, plastic drinking cup, soap, and shampoo are required in all guest rooms. Two glasses, two coffee cups, soap, shampoo, conditioner, a blow dryer, and tissues are required in each Distinguished Visitor (DV)/VIP guest rooms.

5.1.7 Contractor shall provide two towels, two washcloths, one hand towel, and one bathmat per guest room.

5.2.0 Contractor housekeeping shall maintain cleanliness of guest rooms, including bathrooms. Contractor custodial staff shall maintain lobbies, offices, common use areas, buildings, and grounds in a clean and professional condition. Contractor shall provide all labor and cleaning supplies needed to provide and maintain a clean and sanitary environment. At a minimum, contractor shall provide cleaning chemicals and dispensers, paper products, and trash can liners. Contractor shall provide vacuum cleaners, shampooers, and housekeeping carts at the start of contract performance. As this equipment becomes unserviceable, the contractor shall be responsible for replacing

it. The Government anticipates replacement of 12 vacuum cleaners, one shampooer, and four housekeeping carts per year. Contractor shall provide enough comforters, linens, and pillows to supply all rooms across Independence, Liberty, and Patriot Halls at the start of contract performance. Contractor is responsible for monitoring quality/wear and tear to replace as necessary and developing a standard phase out and rotation plan.

5.2.1 Contractor shall schedule housekeeping and custodial staff for full-service support seven days a week to include holidays with exceptions listed in 1.4.3.

5.2.2 Contractor shall ensure each time a guest checks out of a room, rooms shall be dusted and vacuumed, refrigerator shall be cleaned, and the bed must be stripped and thoroughly cleaned to prepare for the arrival of the next guest. Towels, wash cloths, and bathmats must be changed. Bed sheets, mattress pads, blankets, and pillow covers must be removed and laundered, and if torn, stained, or otherwise unserviceable, must be replaced. The guest bathroom must be scoured and sanitized every third day and replenished with contractor provided amenities like soaps, shampoo, towels, etc.

Serviceability of appliances in the room must be reported to the front desk. Faulty items must be replaced within four hours. Contractor shall ensure room furnishings are stain free and in proper working order. Contractor shall repair or replace items if they are not.

5.2.3 Contractor shall clean occupied rooms in the same manner as vacated rooms except that bed linens must be changed and laundered weekly for extended guests.

Towels, wash cloths, and bathmats shall be changed and laundered every third day when placed on the floor or as needed when soiled. When cleaning occupied rooms, contractor housekeeper shall not move items that occupants leave on the floor or bed.

5.2.4 Contractor shall report immediately any unsafe actions or violations of PEC policy by either occupants or contract personnel to the COR.

5.2.5 Contractor shall maintain all rooms and keep them in a safe and professional working condition. This includes but is not limited to headboards, bed frames, nightstands, dressers, desks with chair, lamps, refrigerators, irons, ironing boards, clock radios, hangers, ice buckets, and microwaves. Contractor shall conduct general maintenance which includes tightening toilet seats, miscellaneous screws, faucets, shower heads, installing and replacing door lock batteries, replacing ceiling tiles, monitoring-resetting facility equipment such as fire alarms, water boilers, et cetera. PEC Services Division will provide all related materials for facility maintenance service orders that is physically attached or part of the building. Contractor shall ensure proper care of this equipment and must provide prompt notice of any problems to the COR.

5.2.6 Contractor shall produce / maintain a room deficiency report for facility repair / maintenance service orders, which includes general carpentry, maintenance, plumbing, electrical, and heating, ventilation, and air conditioning. Contractor shall submit facility maintenance service orders using PEC’s maintenance service order system. Facility maintenance service orders will be coordinated through, and managed by, the PEC Services Division.

5.2.7 The contractor shall supply their staff with an adequate number of uniforms to ensure staff can maintain professional appearance, e.g. at least three new uniforms per year for FTE and two for PTE. The uniforms must have proper logos identifying contractor staff and be approved by the COR.

5.3 Public Area Cleaning:

5.3.1 The contractor shall be responsible for the cleanliness and appearance of public areas. Contractor shall clean lobbies, restrooms, hallways, and other rooms on a regular basis to ensure a professional appearance. Maintaining required cleanliness of rugs and carpeting usually requires daily vacuuming and quarterly cleaning with a commercial shampooer. Uncarpeted floors shall require daily mopping. Maintaining required cleanliness of drinking fountains and ice machines usually requires daily cleaning and weekly disinfection. In addition to cleaning, the custodial department shall also organize public areas, such as putting furniture back in its proper place, straightening and plumping decorative pillows, and organizing magazines and brochures that are displayed for guest use.

5.3.2 The contractor custodial staff shall maintain the cleanliness of the laundry rooms, including keeping washing machines free of accumulation of soap scum and dryers are kept free of accumulations of lint. Contractor shall maintain laundry rooms and equipment in a safe working condition and replace machines as needed/required.

Approximately five washers/five dryers are replaced on annual basis. Contractor shall ensure dryer vent hoses and lines are properly maintained, such as no lint build-up, no holes, etc.

5.4 Deep Cleaning:

5.4.1 Contractor shall schedule deep cleaning of each guest room twice a year. At a minimum, this shall include all duties performed when a room is vacated in addition to the following: mattresses are stripped of all linens and mattress covers except for encasements, left to air for several hours in accordance with commercial practices, then rotated and left to air again before the bed is remade with a freshly laundered mattress cover in addition to fresh linens and bedspread; upholstered furniture is to be removed and cleaned, blinds shall be cleaned; and carpets shall be cleaned.

5.4.2 Contractor shall coordinate with PEC to facilitate mandatory deep cleaning in a manner that is least disruptive to students, guests, and PEC’s mission.

5.5 Elevators: Contractor shall ensure that elevators are kept clean by custodial staff.

Contractor shall submit facility maintenance service orders using PEC’s maintenance service order system. PEC Services Division is responsible for elevator inspections and repairs.

5.6 General Furniture / Equipment Maintenance: Contractor shall be responsible for general in-house type maintenance, including but not limited to moving of and replacement of furniture, making appropriate repairs to furniture, replacement of light bulbs, washers, dryers, filters for ice machines, etc. Before repairing furniture, contractor shall coordinate with the COR to ensure furniture is not under warranty. Any structural maintenance work shall be coordinated with the COR and through the PEC Services Division. Contractor shall request any needed repairs or maintenance through PEC’s maintenance service order system.

5.7 Signage and Placards: Contractor shall maintain and/or replace signage (e.g. no smoking, room housekeeping requirements, etc.) and placards as needed. Signage will be provided by the Government.

5.8 Contractor shall ensure areas inside and around the outside of facilities are kept clean and free of trash. The lawn, flower beds, and hedges will be maintained by the Government and are not the responsibility of the contractor.

5.9 Key Control and Security: See paragraph 1.4.6.1.

5.10 Pest Control:

5.10.1 Contractor shall be responsible for pest control management of all interior facilities of Independence, Liberty, and Patriot halls, to include lobbies, common areas, hallways, guest rooms, storage rooms, closets, for crawling and flying insects, such as roaches, fleas, spiders, bed bugs, as well as all types of rodents. PEC will continue to maintain responsibility for all pest control management exterior to the three buildings.

5.10.2 Contractor shall ensure that all interior facilities areas received monthly pest prevention treatments (spraying) of all internal building areas for pests. Any company the contractor uses to provide the quarterly pest treatment must be appropriately licensed, bonded, and insured to perform this type of work in the State of Arkansas, and must comply with federal, state, and local laws, and regulations related to this work.

Contractor shall contact the COR, prior to any treatment (spraying) being applied, so service can be coordinated with the Arkansas Deputy Chief of Staff for Engineering (DCSEN) Environmental Office to ensure compliance with environmental and safety requirements.

5.10.3 Contractor shall investigate all pest and/or bed bug complaints by guests or members of PEC staff and shall inform the COR of all pest complaints. Contractor shall train housekeeping staff on where to look in and around the rooms for common signs of all pests, to include bed bugs. Contractor housekeeping staff shall be required to look for signs of infestations every time they clean a room to include inspecting beds, baseboards, bedding, and luggage stands.

5.10.4 Contractor’s housekeeping staff shall conduct proper control of pests/bed bugs as the situation requires. For example, in the case of bed bugs – isolate rooms, remove bedding, and disinfect luggage.

5.10.5 Contractor shall be responsible for establishing pre- and post-bed bug infestation procedures and training of their staff.

5.10.6 If the initial assessment by an appropriate pest control company confirms there are bed bugs, the Contractor shall utilize a licensed professional pest control company for treatment of affected areas at no cost to the Government, per the procedures outlined above. If bed bugs are identified and confirmed, the contractor shall be responsible for immediately taking the affected rooms/areas out of use and moving any guest who is affected or believes they may be affected.

5.10.7 The Contractor shall notify the COR immediately upon report or discovery of any potential pest infestation of any kind and continue to update the COR of the status until a determination is made about the nature of the infestation. If needed, and after coordination with the COR and Arkansas DCSEN, the contractor shall be responsible for extermination, encasement of infested items, removal, replacement, and disposal of contaminated bedding, including the mattress and box spring and bed linen, or furniture as required. Contractor shall return the room or area back into service once the COR has examined and confirms that the infestation problem has been solved.

5.10.7.1 Contractor shall follow AR-DSCEN reporting procedures and report to the COR within one week of treatment of pest control applications, both routine and incident specific. The report shall include location, type and amount of chemicals utilized, company and individual conducting treatment, date and time of treatment, and summary of reason for treatment. If AR-DSCEN reporting procedures change, the COR will notify contractor of new procedures.

5.10.7.2 Historical records show that PEC has conducted 30 bed bug treatments in the past five years.

5.11 Transportation:

5.11.1 Drivers must have Commercial Driver’s Licenses (CDL).

5.11.2 Contractor shall provide a fleet of vehicles necessary to complete requirements in the PWS and have sufficient redundancy in vehicles to account for maintenance.

Contractor must have the capability to transport 60 students and luggage at a time (i.e.

two 30+ passenger buses).

5.11.3 Contractor vehicles shall have Electronic Logging Devices (ELDs) and real-time video and location monitoring services. ELD service platform shall include maintenance recordkeeping capabilities.

5.11.4 Drivers/vehicles shall have two-way communications with dispatch personnel at Independence Hall.

5.11.5 Contractor shall use vehicles clearly marked with PEC logos provided by the Government. Vehicle fleet must meet Fleet GSA vehicle standards per http://www.gsa.gov/portal/content/104336. Contractor must ensure that drivers meet appropriate state and federal certifications to drive the vehicle type and transport PEC guests. See Exhibit 3 for transportation estimates.

5.11.6 Contractor shall provide transportation between Bill and Hillary Clinton National Airport and PEC Lodging. A phone number will be provided to students to request transport. Scheduled pick-up times at airport are Sunday and Monday beginning at 0800 and concluding at 2300. Departure times are Thursday to Friday, from 0345 to 2300. This schedule is subject to change based on the needs of PEC. Additionally, contractor shall be required to procure parking permits for the Bill and Hillary Clinton National Airport (LIT).

5.11.6.1 On infrequent occasions, estimated at 14 times per year, contractor shall provide transportation between PEC lodging and other air terminals such as TACAIR at Clinton National Airport, LRAFB, North Little Rock Airport, and the Camp Robinson Army Aviation Support Facility (AASF).

5.11.6.2 Contractor shall provide daily transportation between PEC and off-campus lodging (Arkansas lodging and off-post hotels) for students and guests who have been directed by PEC to off-campus accommodations. This includes picking up personnel in the morning and returning them in the afternoon. This is estimated at four weeks per year.

5.11.7 The contractor shall have the ability to respond within an hour, 24 hours a day, with shuttle service from PEC to Bill and Hillary Clinton National Airport to facilitate pick-ups and drop-offs for delayed flights.

5.11.8 The contractor shall provide a vehicle and driver to transport guests and their luggage to/from Independence Hall to their lodging at Patriot Hall or Liberty Hall upon arrival/departure.

5.11.9 The contractor shall maintain a shuttle service departing from PEC to Argenta Arts District (2 Riverfront Pl, North Little Rock, AR 72114) and Walmart (9053 AR-107, Sherwood, AR 72120) making pick-up/drop-offs every hour: Monday through Friday from 1600 to 2300 and on weekends from 1200 to 2300.

5.11.10 Contractor shall provide transportation services for special events, conferences, and other unscheduled services. The COR will notify the contractor as soon as a special event requirement is known, but no less than 24 hours prior to the event. Should a short notice be required, the contractor will be notified verbally. Examples include:

- PEC staff to on-post ranges.

- Staff and students to running track.

- PEC guests to special off-post group dining events; and

- Students and conferees from PEC to Army Combat Fitness Test events on CJTR (historically 25 events a year).

5.11.10 The transportation staff shall wear uniforms, e.g., polo shirts and slacks.

5.11.11 A comprehensive trip report must be accomplished monthly and given to the COR. The report must contain at least number of trips and number of passengers per trip. Estimates listed in Exhibit 3, show the typical levels of transportation needed to meet guest requirements and shall be used as a guide to develop the weekly transportation schedules.

5.12 Laundry Services: The contractor shall be responsible for the security of goods and the safe keeping of the laundry in their possession. The contractor shall provide transportation of laundry from lodging to the cleaning facility. PEC does not have commercial laundering facilities, and the contractor is not authorized to use the self-help laundry facilities. The contractor shall ensure soiled laundry is physically separated from clean laundry with the use of a physical barrier to avoid cross contamination.

5.13 Reports and Records: Monthly reports shall be submitted to the COR no later than the 10th of each month. All information for reports can be found in Technical Exhibit 2.

5.14 Lost and Found: Contractor shall implement a process to receive items guests lose or leave. Contractor shall bag items with date, location, guest name, and name of individual who found item. Contractor shall keep items in a secure location. Contractor shall notify owner via email, and if contact is made, return item to owner at owner’s expense. Contractor shall dispose of unclaimed items after 90 days.

5.15 Ice Machines: Contractor shall be responsible for cleaning, maintenance, repair, and replacement of 12 government-furnished ice machines located in billets. The contractor shall accomplish cleaning and maintenance at least once every three months. Contractor shall maintain a service log documenting the dates of cleaning, maintenance, and repairs/replacement.

5.16 Contractor Manpower Reporting Application (CMRA):

5.17.1 Contractor shall report contractor labor…