B08-W912PF26QA066_20260901_PWS.pdf

PERFORMANCE WORK STATEMENT (PWS)

ARMY COMMUNITY SERVICES (ACS) CONSOLIDATED SERVICES for:

Bilingual Support Assistant Services

Front Desk Services

Relocation Administrative Services

PART 1 - GENERAL INFORMATION

1. General

This is a non-personal service(s) contract under which the personnel rendering the service(s) are not subject, either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the Government and its employees.

1.1 Description of Services/Introduction

This is a non-personal service(s) contract to provide support to the USAG Italy Army Community Services (ACS). Under this streamlined PWS, the contractor shall provide services across three

(3) distinct functional areas:

1. Relocation Administrative Services

2. Front Desk Services

3. Bilingual Support Services

1.2 Background

This is to procure support services for the U.S. Army Garrison (USAG) Italy military community and Army Community Service (ACS) throughout the year. The purpose of this requirement is to facilitate ACS's ability to provide comprehensive, coordinated, and responsive services that enhance mission readiness, improve quality of life, and support Soldiers, Department of the Army (DA) Civilians, and Families—particularly during transitions such as Permanent Change of Station (PCS) moves.

1.3 Scope

The Contractor shall provide non-personal service(s) in support of ACS. The contractor services shall be made available in support of those who fall under the Status of Forces Agreement (SOFA) (Contractors that fall under SOFA, on a space-available basis). The Contractor shall perform to the standards and acceptable quality levels identified in this PWS and associated contract documents.

1.4 Objectives

• Front Desk Services – Deliver high-quality customer service by assisting walk-in and telephonic inquiries, maintaining administrative records, and managing facility scheduling.

• Relocation Administrative Services – Support military families by managing relocation resources, maintaining household lending inventory, and coordinating integration programs.

• Bilingual Support Assistant Services – Offer linguistic and administrative assistance in English and Italian to ease transitions into the local environment and provide necessary translations for daily life.

1.5 General Information

1.5.1 Quality Control Plan (QCP)

The Contractor shall develop and maintain a QCP to ensure services are performed in accordance with (IAW) this PWS. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The Contractor's QCP is the means by which it assures that the work provided complies with the requirements of the contract.

The Contractor’s Proposed QCP shall be submitted to the Contracting Officer (KO) through the Contracting Officer’s Representative (COR) for review within ten (10) days after date of contract award (DELIVERABLE 001).

1.5.2 Quality Assurance

The Government will evaluate the Contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). 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 acceptable quality levels (performance thresholds).

1.6 Recognized Holidays

Work shall not be performed on U.S. or Host Nation holidays unless specifically directed by the Contracting Officer Representative (COR).

1.6.1 U.S. Holidays

• New Year’s Day (Jan 1)

• Martin Luther King Jr.'s Birthday (3rd Monday in Jan)

• Presidents' Day (3rd Monday in Feb)

• Memorial Day (Last Monday in May)

• Juneteenth (June 19)

• Independence Day (July 4)

• Labor Day (1st Monday in Sep)

• Columbus Day (2nd Monday in Oct)

• Veterans Day (Nov 11)

• Thanksgiving Day (4th Thursday in Nov)

• Christmas Day (Dec 25)

1.6.2 Host Nation (Italian) Holidays

• New Year’s Day (Jan 1)

• Epiphany (Jan 6)

• Easter Monday

• Liberation Day (Apr 25)

• International Worker’s Day (May 1)

• Republic Day (June 2)

• Assumption Day / Ferragosto (Aug 15)

• All Saints’ Day (Nov 1)

• Immaculate Conception (Dec 8)

• Christmas Day (Dec 25)

• St. Stephen’s Day (Dec 26)

1.7 Operating Hours & Service Availability

1.7.1 Government Facility Hours

The Government facility office hours are 0800 to 1700, Monday through Wednesday and Friday, and 1300 to 1700 Thursday, except U.S. holidays or administrative closings.

1.7.2 Contractor Service Availability Windows

The contractor is solely responsible for managing and scheduling its own workforce to ensure full performance coverage during these specific hours. The contractor is compensated based on achieving these availability and performance outcomes, not on labor-hours tracked by the Government.

These positions are not authorized for overtime; all duties shall be performed within regular duty hours. The Contracting Officer reserves the right to adjust service availability windows via a formal, bilateral contract modification or written administrative change, in accordance with the contract’s Changes Clause FAR 52.212-4(d).

1) Relocation Administrative Services:

The contractor shall provide coverage 20 hours per week. This schedule consists of 0800 – 1200, Monday through Friday. This coverage excludes the U.S. Federal holidays and installation closure days listed in PWS Paragraphs 1.6.1 and 1.6.2, respectively.

2) Front Desk:

The contractor shall provide coverage 36 hours per week. This schedule consists of 0800 – 1700 (1 hour is for lunch), Monday through Wednesday and Friday; and 1300 – 1700 Thursday.

This coverage excludes the U.S. Federal holidays and installation closure days listed in PWS Paragraphs 1.6.1 and 1.6.2, respectively.

3) Bilingual Support services:

The contractor shall provide coverage 20 hours per week. This schedule consists of 1300 – 1700, Monday through Friday. This coverage excludes the U.S. Federal holidays and installation closure days listed in PWS Paragraphs 1.6.1 and 1.6.2, respectively.

1.7.3 Contractor Scheduling Independence

Staffing Independence: The Contractor shall independently determine and provide the staffing levels, qualifications, and schedules necessary to meet the core service availability windows defined in Section 1.7.2. Cross-utilization of qualified personnel across the Relocation and Bilingual Support service areas is authorized, provided that all core service windows are fully staffed and the combined total operational hours for these two programs do not exceed 40 hours per week.

1.7.4 Workforce Continuity and Desk Availability

• Uninterrupted Service Requirement: The service availability windows defined in Section 1.7.2 are absolute. The Contractor is contractually obligated to ensure that the Front Desk, Lending Closet, and Bilingual Support desks are fully operational and staffed by qualified personnel during 100% of the designated service hours.

• Absence Coverage Protocol: The Contractor shall ensure continuous, uninterrupted performance of all contract requirements, providing pre-qualified, background-checked, and base-access-approved back-up personnel (or utilize cross-trained primary staff) to immediately cover scheduled leave, unscheduled sick leave, or sudden vacancies.

• Back-up Activation Threshold: In the event of a primary employee's absence, the Contractor's back-up personnel must be in place and performing duties within two (2) hours of the start of the service window. Any unexcused gap in coverage exceeding two

(2) hours constitutes a Defective Service and will be documented as a performance failure under the Quality Assurance Surveillance Plan (QASP).

1.8 Contractor Work Plan & Independent Supervision

The Contractor shall develop and maintain a comprehensive Work Plan outlining how they will manage and supervise their staff to achieve the outcomes defined in this PWS.

The initial Work Plan shall be submitted to the Contracting Officer via the COR for review within ten (10) calendar days following the contract award (DELIVERABLE 002). Upon submission, the Government will assess the plan and either approve it or provide feedback within ten (10) calendar days. The Contractor will then have three (3) calendar days to finalize and resubmit the Work Plan. Any proposed modifications to the approved Final Work Plan must be resubmitted via the COR for Government review and approval no later than thirty (30) days prior to implementation. The same review and approval timeline applies to all proposed changes.

1.9 Place of Performance: The work to be performed under this contract shall occur on Caserma Ederle, Vicenza, Italy.

1.10 Security Requirements: The following information is provided on security related matters.

1.10.1 Background Checks: Army in Europe (AE) Regulation 604-1 provides guidance pertaining to background checks for U.S. and Host Nation Contractors.

Here is a link to the publications: https://media.defense.gov/2015/Aug/26/2001922060/-1/- 1/0/AER604-1.pdf.

1.10.2 Local Nationals and Third Country Nationals: All Contractor personnel who are Local Nationals (LN) or Third Country Nationals (TCN) are required to comply with all host-nation and U.S. Forces-Italy background check and installation access requirements. No positions under this contract are designated as child and youth positions involving the direct supervision of minors. The Contractor shall replace any contractor employee who receives an unfavorable background check or become unfavorable during their contract performance period.

1.10.3 Installation Access: Access to U.S. installations and controlled areas is limited to personnel who meet security criteria and are authorized by Host Nation law to work in that country. Failure to submit required information/data and obtain required documentation or clearances in accordance with Army in Europe (AE) Regulation 190-16 (AE Reg 190-16) Installation Access Control or (AE) Regulation 604-1 for Italy specific contracts, will be grounds https://media.defense.gov/2015/Aug/26/2001922060/-1/-1/0/AER604-1.pdf https://media.defense.gov/2015/Aug/26/2001922060/-1/-1/0/AER604-1.pdf for denying access to U.S. installations and controlled areas. The Contractor shall ensure that any subcontractors used in performance of this contract complies with these requirements and that all employees, of both the Contractor and any subcontractor utilized by the Contractor, are made aware of and comply with these requirements. Should anything in this paragraph conflict with AE Reg 190-16 or (AE) Regulation 604-1, the regulation takes precedent. The Contractor shall be aware of and comply with the requirements associated with Installation Access Control.

The Government is not liable for any costs associated with performance delays due solely to a firm’s failure to comply with Installation Access Control System (IACS) processing requirements.

The Contractor shall return installation passes to the issuing IACS office when the contract is completed or when a Contractor employee no longer requires access. AE Reg 190-16 can be found on the following website: https://media.defense.gov/2017/Apr/27/2001921546/-1/- 1/0/AER190-16.pdf

1.10.3.1 Installation Pass Log: Installation Access Log and Vehicle Registration A. Installation Pass Log (Employee Data Minimization & Privacy):

To facilitate base access under AE Reg 190-16, the Contractor shall submit an Initial Installation Pass Log to the Contracting Officer, via the COR, within seven (7) calendar days after contract award (DELIVERABLE 003).

To ensure compliance with the Italian Privacy Code (D.Lgs. 196/2003, as amended) and the EU General Data Protection Regulation (GDPR), the Government and the Contractor agree that the collection of personal data shall be restricted to the absolute minimum necessary to process Installation Access Control System (IACS) passes. The log shall contain:

1. Employee Full Name (Last, First, Middle)

2. Nationality and Date of Birth

3. Government-Issued Identification Document Type and Number (e.g., Italian Carta d'Identità or Passport)

4. Assigned Functional Area under this Contract

5. Current IACS Pass Expiration Date (once issued)

B. Contractor-Furnished and Commercial Vehicle Standards:

The Contractor shall provide a list of all vehicles requiring base access in conjunction with contract performance. This list shall contain the: (1) Make and Model, (2) Year of Manufacture, and (3) License Plate Number.

1. Company-Owned/Leased Commercial Vehicles: Any dedicated commercial vehicles owned or operated by the Contractor for official contract duties (e.g., cargo transport or supply delivery) must be clearly marked with the Contractor’s company name or logo on the exterior.

2. Privately Owned Vehicles (POVs): Employees utilizing personal vehicles solely for daily commuting are exempt from commercial marking requirements to protect personal privacy and maintain off-installation Force Protection security.

3. Italian Road Code Compliance: All vehicles accessing the installation must be maintained in an operational, safe condition and meet all mandatory registration, inspection (Revisione), and liability insurance requirements set forth by the Italian Road Code (Codice della Strada). The Contractor assumes sole civil and criminal liability for all vehicle operations under this contract.

C. Log Maintenance and Updates:

The Contractor shall update the Installation Pass Log immediately as employees or vehicles are added or removed. The updated log must be submitted to the COR within five (5) calendar days of any changes. The current log shall be made available to the Contracting Officer or Security Forces immediately upon request.

https://media.defense.gov/2017/Apr/27/2001921546/-1/-1/0/AER190-16.pdf https://media.defense.gov/2017/Apr/27/2001921546/-1/-1/0/AER190-16.pdf

1.10.3.2 The Contractor individual that has an expired installation access pass or has been terminated, shall return them to the issuing office within seven (7) calendar days.

1.10.3.3 Upon termination or cancellation of this contract, the Contractor shall turn in their installation access pass to the issuing office within seven (7) calendar days. (DELIVERABLE 004).

1.10.3.4 Access and General Protection/Security Policy and Procedures: Contractor and all associated subcontractors employees shall provide all information required for background checks to meet installation access requirements to be accomplished by installation provost marshal office, director of emergency services, or security office. Contractor workforce must comply with all personal identification verification requirements (FAR clause 52.204-9, Personal Identity Verification of Contractor Personnel) as directed by DOD, HQDA, and/or local policy. In addition to the changes otherwise authorized by the changes clause of this contract, should the Force Protection Condition (FPCON) at any individual facility or installation change, the Government may require changes in contractor security matters or processes.

1.10.4 Physical Security: The Contractor shall safeguard 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 IAW the Army Physical Security Program (AR 190-13).

1.10.5 Force Protection Condition (FPCON): 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 the Contractor’s security matters or processes. Contractor employees are prohibited from possessing weapons, firearms, or ammunition, on themselves or within their Contractor-owned vehicle or privately-owned vehicle while in performance of this contract.

1.10.6 Key Control: 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. Locking of external doors and windows is necessary when leaving the facility.

Internal doors should be locked to protect Government property. Access to office areas, especially those with telephones and automation equipment should be closely monitored and limited.

1.11 Post Award Conference/Periodic Progress Meetings: The Contractor shall attend any post award conference convened by the contracting activity or contract administration office in accordance with FAR Subpart 42.5. The Contracting Officer, 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 shall 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.

1.12 Contracting Officer’s Representative (COR): Refer to Part 2 of this PWS for the definition of a COR. As determined by the Contracting Officer, a COR will be appointed and identified by letter of designation, a copy of which will be provided to the Contractor by the Contracting Officer. The designation letter 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. The COR monitors all technical aspects of the contract and assists in contract administration. The COR is not authorized to obligate the Government. If the work is not written in the contract, the COR is not authorized to request new work. 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 property, and coordinate site entry of Contractor personnel.

1.13 Identification of Contractor Employees: All Contractor personnel attending meetings, answering Government telephones, and working in other situations where their Contractor status is not obvious to third parties must identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. Contractor employees shall identify themselves by name and company affiliation when answering the telephone, presenting briefings, conducting or attending meetings, and seminars. All Contractor correspondence (written, facsimile, and email display) shall include their company name. The Contractor shall ensure that all documents or reports produced by Contractors are suitably marked as Contractor products or that Contractor participation is appropriately disclosed.

1.14 Appearance & Conduct: At all times during the performance of this contract, the Contractor shall present a neat and well-groomed appearance appropriate to the conditions under which the services are being conducted.

1.15 Safety Laws and Regulations: The Contractor shall comply with FAR 52.236-13, Alternate I, Accident Prevention (November 1991), the references contained therein (e.g. U.S.

Army Corps of Engineers Safety and Health Requirements Manual (EM 385-1-1)), and applicable Host Nation Safety Laws and Regulations.

1.16 Required Training: The following provides information on training requirements.

1.16.1 Anti-Terrorism (AT) Level I Training: All Contractor employees, including subcontractor employees, who are employed under the contract, shall complete AT Level I Training within 30 calendar days after contract start date or effective date of incorporation of this requirement into the contract, whichever applies, or 30 calendar days after employment of new personnel (DELIVERABLE 005). The Contractor shall submit certificates of completion for each affected Contractor employee and subcontractor employee to the COR after completion of this training by all employees and subcontractor personnel. AT Level I awareness training is available at https://jkodirect.jten.mil. Contractor personnel shall complete refresher training every twelve (12) months except AOR specific AT Level I training which shall be completed as required by local https://jkodirect.jten.mil/

AT policies. If training cannot be conducted on the website, the Contractor shall coordinate with the COR who will contact the local AT Officer at their assigned location for classroom training.

Contractor personnel completing training in the classroom will receive a certificate or the training attendance roster signed by the AT Officer. Verification of the training shall be provided to the COR after completion of the training.

1.16.2 OPSEC Training: All Contractor employees, including subcontractors, shall complete Level I OPSEC training within 30 calendar days of employment under this contract. Verification of the training shall be provided to the COR within after completion of the training (DELIVERABLE 006). OPSEC Level I training is available at http://www.cdse.edu/catalog/elearning/GS130.html .Contractor personnel must complete refresher training every 12 months Verification of the training shall be provided to the COR after completion of the training.

1.16.3 Cyber Awareness Training (IA): Contractor Employees who require access to Government information systems 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 (DELIVERABLE 007).

1.16.4 Suspicious Activity Reporting Program training: The contractor and all associated subcontractors will brief all employees on the local suspicious activity reporting 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 thirty (30) calendar days after the contract is awarded and within five (5) calendar days after new employees commence contract performance, with the results reported to the COR within calendar days after the contract is awarded. (DELIVERABLE 008).

1.16.4.1 If training cannot be conducted on the website, the Contractor shall coordinate with the COR, who will contact the local training Officer at their assigned location for classroom training.

Contractor personnel completing training in the classroom will receive a certificate or the training attendance roster signed by the training Officer. Verification of the training shall be provided to the COR after completion of the training.

1.16.5 Common Access Card Issuance: Contractor shall coordinate CAC issuance with the COR. Before CAC issuance, the contractor employee requires, at a minimum, a favorably adjudicated National Agency Check with Inquiries (NACI) or an equivalent or higher investigation in accordance with Army Directive 2014-05. The contractor employee will be issued a CAC only if duties involve one of the following: (1) Both physical access to a DOD facility and access, via logon, to 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 6 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 NACI at the Office of Personnel Management.

1.16.6 Personally Identifiable Information (PII): All Contractor employees, including subcontractors, shall complete PII training within 30 calendar days of employment under this http://www.cdse.edu/catalog/elearning/GS130.html contract. Verification of the training shall be provided to the COR after completion of the training.

Training is available at https://securityawareness.dcsa.mil/piiv2/index.htm (DELIVERABLE 009).

PART 2 - DEFINITIONS & ACRONYMS

2. Definitions and Acronyms:

2.1 Definitions: Although not inclusive of every term used within this PWS, the following provides a list of definitions used throughout this PWS and commonly used in the acquisition field.

Contracting Officer (KO) – means 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) – As defined in DFARS 202.101, means an individual designated and authorized in writing by the Contracting Officer to perform specific technical or administrative functions. Department of Defense Instruction (DoDI) 5000.72, Part II

Definitions states the following when defining a COR: “Defined in subpart 202.101 of Reference

(f). Any individual delegated responsibilities pursuant to subpart 1.602-2 of Reference (e), regardless of local terminology, must be certified in accordance with this instruction. For example, local terminology can be COR, contracting officer’s technical representative, technical point of contact, technical representative, alternate COR, administrative COR, assistant COR, line-item manager, task order manager, quality assurance personnel, quality assurance evaluator, or COR management.” In addition, Army Regulation 70-13, Chapter 2, paragraph 2-

2g, states, in part, the following when providing support personnel to assist the COR, “These other surveillance support personnel may serve as on-site representatives of the COR in performance of actual contract surveillance if they meet all COR requirements and have been appointed by the KO as alternate CORs.”

Contractor – means 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.

Contractor-acquired property – means property acquired, fabricated, or otherwise provided by the Contractor for performing a contract, and to which the Government has title.

Day – means, unless otherwise specified, a calendar day.

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

Deliverable – means anything that can be physically delivered but may include non manufactured things such as meeting minutes or reports.

Government-furnished property – means property furnished to the contractor the Government and subsequently furnished to the Contractor for performance of a contract. Government-furnished property includes, but is not limited to, spares and property furnished for repair, maintenance, overhaul, or modification. Government-furnished property also includes

Contractor-acquired property if the Contractor-acquired property is a deliverable under a cost contract when accepted by the Government for continued use under the contract.

Government property – means all property owned or leased by the Government. Government property includes both Government-furnished property and Contractor-acquired property.

Government property includes material, equipment, special tooling, special test equipment, and real property. Government property does not include intellectual property and software.

Industrial Property Management Specialist (Property Administrator) – means an authorized representative of the Contracting Officer appointed in accordance with agency procedures, responsible for administering the contract requirements and obligations relating to Government property in the possession of a Contractor.

High Level Objective (HLO) – means a key overarching result-based objective for a project necessary to achieve the project’s vision. HLOs are similar to Level 2 in a Work Breakdown

Structure. Each HLO may contain several statements to flesh out the areas necessary to meet the objective.

Physical Security – means that part of security concerned with physical measures designed to safeguard personnel; to prevent unauthorized access to equipment, installations, material, and documents; and to safeguard against espionage, sabotage, damage, and theft.

Quality Assurance – (or Government contract quality assurance) means the various functions, including, inspection, performed by the Government to determine whether a Contractor has fulfilled the contract obligations pertaining to quality and quantity.

Quality Assurance Surveillance Plan (QASP) – means the key Government-developed surveillance process document and is applied to Performance-Based Service Contracting

(PBSC). The QASP is used for managing Contractor performance assessment by ensuring that systematic quality assurance methods validate that Contractor quality control efforts are timely, effective, and are delivering the results specified in the contract or task order. The QASP directly corresponds to the performance objectives and standards (i.e., quality, quantity, timeliness) specified in the Performance Work Statement (PWS). It provides specific details on how the Government will survey, observe, test, sample, evaluate, and document Contractor performance results to determine if the Contractor has met the required standards for each objective in the PWS. The QASP, with very few if any exceptions, is an internal to Government document.

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

Statement – means the specific results-based activities required to satisfy HLOs. A statement contains a result, the context of the statement, and the required action(s). Statements focus on

“what” is to be accomplished; however, they are not prescriptive in describing “how” the outcome is to be achieved. Each HLO may have several statements to flesh out the areas necessary to meet the objective. Statements are similar to Level 3 in a Work Breakdown

Structure.

Subcontractor – means one that enters into a contract with a prime Contractor. The Government does not have privity of contract with the subcontractor.

Workday – The number of hours per day the Contractor provides services in accordance with the contract. Work Week – Monday through Friday, unless otherwise specified.

2.2 Acronyms: Although not inclusive of every term used within this PWS, the following provides a list of acronyms used throughout this PWS or commonly used in the acquisition field.

PART 3 - GOVERNMENT PROPERTY (GP) AND SERVICES

3.1 Services: RESERVED

3.2 Facilities: The Government will provide on-site office space, including necessary workstations (desk and chair), for Contractor personnel at USAG Italy. The Government will also provide classroom facilities as required.

3.3 Utilities: 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, light switches, etc. after using the required amount to accomplish tasks requiring the use of the utilities.

3.4 Equipment: The Government will provide each on-site Contractor employee with a computer, monitor, keyboard, mouse, and telephone with access to local network lines required for the performance of all PWS tasks. The Government will also provide access to shared office equipment, such as printers and copiers, for incidental use in the performance of contract requirements.

3.5 Special Tooling and Test Equipment: RESERVED

3.6 Materials: The Government will provide orientation folders and flyers for Government sponsored events and classes. The Contractor shall be responsible for providing all other materials.

3.7 Transportation Support:

. All transportation required for the performance of this contract is the responsibility of the Contractoras specified in Part 4.

PART 4 - CONTRACTOR FURNISHED PROPERTY AND SERVICES

4.1 General: The Contractor shall furnish all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items necessary to perform services as described in the PWS and associated contract documents, except for those items specified in

Government Property and Services.

4.2 Secret Facility Clearance: RESERVED

4.3 Materials: RESERVED

4.4 Vehicles and Equipment: Except as specifically identified in PWS paragraph 3.7, the

Contractor shall be responsible for all transportation required to perform the services under this contract. This includes, but is not limited to, daily employee transportation to and from the place of performance. For activities requiring off-installation travel not supported by Government transportation, Contractor personnel shall coordinate their own transportation and must possess a valid driver’s license if operating a Privately Owned Vehicle (POV) to reach these locations.

Contract vehicles that are accessing the installation are subject to random inspection.

4.5 Activity-Specific Costs: The Contractor shall be responsible for all activity-specific costs required for contract performance that are not explicitly identified as Government-furnished.

PART 5 - SPECIFIC TASKS

5.0 Level of Effort and Staffing Estimate

The contractor is responsible for proposing a staffing plan sufficient to achieve the performance standards of this PWS:

• Front Desk Services (PWS 5.2): ~1.0 FTE.

• Bilingual Support Assistant Services (PWS 5.4): ~1.0 Part-Time Employee.

• Relocation Administrative Services (PWS 5.3): ~1.0 Part-Time Employee.

5.0.1 Italian Labor Law Compliance: the contractor shall comply with all applicable Italian employment law requirements, including: (a) applicable National Collective Bargaining Agreements (Contratto Collettivo Nazionale di Lavoro (CCNL)); (b) mandatory social security registration and contribution obligations to INPS (Istituto Nazionale della Previdenza Sociale);

(c) mandatory workers' compensation insurance obligations through INAIL (Istituto Nazionale Assicurazione Infortuni sul Lavoro); (d) mandatory severance fund contributions (Trattamento di Fine Rapporto (TFR)); and (e) Italian law requirements related to employee paid leave, sick leave, and working hours.

5.1 Bilingual Support Assistant Services

The contractor shall provide bilingual assistance at ACS locations to support linguistic needs related to local integration, relocation services, and administrative tasks.

5.1.1 Specific Tasks

• Provide bilingual assistance to ACS customers, ensuring clear communication in both

English and Italian.

• Greet customers, explain ACS services, and assist with filling out relevant documentation.

• Maintain data tracking and reporting through CTS daily, providing monthly statistics to the COR by the 5thday of the following month (DELIVERABLE 010).

5.1.2 Translation and Linguistic Support

• Provide non-legal, non-medical translations for service members, families, and civilian personnel within the timeframe outlined below..

• Support ACS-hosted community integration workshops by translating key materials as needed, within the timeframe outlined below.

• Standards of Performance:

• Verbal Interpretation: For walk-in customers requiring on-the-spot verbal translation support, the Contractor shall begin providing assistance within fifteen

(15) minutes of the customer's request.

• Routine Document Translation: Written translations for documents of up to three

(3) pages in length shall be completed and returned to the customer within two

(2) business days of receipt.

• Complex or Large Document Translations: For routine written translation documents exceeding three (3) pages in length, the Contractor shall manage its resources independently to complete and return the translated documents to the customer through the Contract Manager in accordance with the following objective schedule brackets:

• Document Length (Pages) Mandatory Turnaround Time 4 to 10 pages Within four (4) business days of receipt 11 to 20 pages Within seven (7) business days of receipt Over 20 pages,. The Contractor's Contract Manager shall propose a written delivery schedule to the COR within 24 hours of receipt, which shall not exceed a rate of three (3) pages per business day. Documentation shall be maintained in CTS daily, with updates provided monthly. The Contractor shall perform all translation and linguistic support in accordance with the performance metrics and timelines explicitly defined in this PWS.

5.1.3 Personal Qualifications

• Education: Minimum High School Diploma.

• Experience: At least two (2) years of documented work experience in administrative functions, customer service, and/or office operations.

• Language Proficiency: mandatory fluent Level 4 (IAW Attachment 3) in both English and

Italian (reading, writing, and speaking).

5.2 Front Desk Services

The contractor shall provide front desk customer service at the ACS facility, ensuring professional, efficient, and courteous assistance to all customers. The contractor shall manage inquiries, direct customers to appropriate ACS offices, and maintain essential tracking systems.

5.2.1 Customer Interaction and Assistance

• The Contractor shall greet and assist walk-in and telephonic customers in determining their service requirements during the designated service availability hours.

• The Contractor shall provide accurate guidance and direction to ACS offices or installation agencies.

• The Contractor shall deliver customer support services in a professional and courteous manner, as objectively measured by the Customer Service Quality Standard in the Performance Requirements Summary (Attachment 1, Row 1).

• Customer Complaints: . Any observed service deficiencies or customer complaints shall be documented and formally addressed solely through the Contractor’s designated Contract Manager.

5.2.2 Client Tracking and Record-Keeping

• The contractor shall log each walk-in and telephonic customer contact in the Client Tracking System (CTS) daily. To ensure data integrity, all required daily updates must be completed and logged by Close of Business (COB) each day.

• The Contractor shall capture only the minimum necessary customer details required by the Client Tracking System (CTS), in strict compliance with the U.S. Privacy Act of 1974, DoD Privacy regulations, and the European Union General Data Protection Regulation (GDPR) regarding the personal data of local national (LN) personnel. The contractor shall archive CTS records electronically on a daily basis in accordance with the ACS Client Tracking System (CTS) Standard Operating Procedure (SOP) and AR 25-2.

5.2.3 Scheduling and Documentation

• The contractor shall maintain and update the ACS facility calendar daily, including classroom reservations.

• The contractor shall maintain daily customer sign-in sheets.

• The contractor shall archive all sign-in sheets monthly and submit them to the designated government depository no later than the 5th calendar day of the following month, in accordance with the ACS Records Management SOP. (DELIVERABLE 011)

5.2.4 Standards of Performance

• Client Tracking System data shall be submitted daily and logged in the appropriate manner.

• The ACS calendar shall be updated daily to reflect new reservations or cancellations.

• Customer sign-in sheets shall be maintained, archived, and submitted no later than the

5th calendar day of the following month to the COR, and in accordance with the ACS Records Management SOP.

5.2.5 Personal Qualifications

• Education: Minimum High School Diploma.

• Experience: At least two (2) years of documented work experience in administrative functions, customer service, and/or office operations.

• Language Proficiency: mandatory fluent Level 4 (IAW Attachment 3) in English (reading, writing, speaking).

5.3 Relocation Administrative Services

The contractor shall provide administrative and logistical support for the ACS Relocation Readiness Program and Lending Closet services.

5.3.1 Community Information Management

• Provide community information services relevant to ACS relocation programs.

• Generate monthly administrative reports for the Relocation Readiness Program office to ensure program status is transparently available to the ACS office.

• Verify and update information on local agencies (phone numbers, building locations, hours of operation) for integration into the Defense Installation Messaging System (DIMS), Installation Relocation Assistance Plan (IRAP), and ACS resource displays, quarterly (September, December, March, June).

5.3.2 Administrative and Customer Support

• Conduct general office tasks, including:

• copying materials - Maintain a stock of at least 10 copies of all materials.

Ensure all copies are clean and legible.

• setting up classrooms for relocation briefings – Complete setup at least 15 minutes prior to start times. Ensure all equipment/slides are fully operational.

• maintaining class sign-up rosters - Update rosters within 24 hours of receiving new sign up requests. Ensure 100% accuracy in spelling, rank, contact details, and unit assignment.

• Prepare welcome packets weekly for incoming families and sponsors as determined by projected PCS inbounds. Packets must contain all relocation materials as determined by the Relocation Readiness Manager.

• Maintain the Client Tracking System (CTS) by logging simple and extended customer contacts daily.

5.3.3 Lending Closet Operations

• Maintain inventory records of Lending Closet Items, ensuring accurate documentation of items lent and returned.

Contractor Staffing Independence: The Contractor shall independently determine and provide the staffing levels, qualifications, and schedules necessary to meet the core service availability windows defined in Section 1.7.2. Cross-utilization of qualified personnel across the Relocation and Bilingual Support service areas is authorized, provided that all core service windows are fully staffed and the combined total operational hours for these two programs do not exceed 40 hours per week.

• Retain hard copies of lending closet customer agreements for six (6) months post-return, after which records shall be securely destroyed.

Generate weekly overdue reports and contact customers via phone or email to coordinate item returns or replacements. The Contractor shall manage these communications independently and submit a consolidated weekly summary of overdue accounts to the COR.

5.3.4 Standards of Performance

• Daily updates to client records in CTS, and ensures accuracy in lending closet tracking.

• Monthly reporting of relocation statistics and customer interactions by the 5th day of each month to the COR (DELIVERABLE 012).

• Compliance with the ACS Records Management SOP and federal records destruction guidelines (AR 25-400-2).

5.3.5 Personal Qualifications

• Education: Minimum High School Diploma.

• Experience: At least two (2) years of documented work experience in administrative functions, customer service, and/or office operations.

• Language Proficiency: mandatory fluent Level 4 (IAW Attachment 3) in English (reading, writing, speaking), and preferred but not required Italian fluency (reading, writing speaking).

PART 6 - APPLICABLE PUBLICATIONS

6. Applicable Publications (Current Editions): The following publications, manuals, regulations, etc. are mentioned in this PWS and are listed below.

6.1 Department of Defense Contract Security Classification Specification (DD Form 254)

6.2 Department of Defense Security Agreement (DD Form 441)

6.3 National Industrial Security Program Operating Manual (DoD 5220.22-M)

6.4 Installation Access Control (AE Reg 190-16)

6.5 The Army Physical Security Program (AR 190-13)

6.6 U.S. Army Corps of Engineers Safety and Health Requirements Manual (EM 385-1-1)

6.7 Information Assurance Workforce Improvement Program (DoD 8570-M)

6.8 Information Assurance Training Certification and Workforce Management Directive (DoDD

8570.01)

6.9 Information Assurance (AR 25-2)

6.10 Electromagnetic Compatibility Directive (2014/30/EC)

6.11 Policies and Procedures for Property Accountability (AR 735-5)

PART 7 ATTACHMENTS AND TECHNICAL EXHIBIT LISTING

7.1 TECHNICAL EXHIBIT 1: Performance Requirements Summary (incorporated in PWS)

7.2 TECHNICAL EXHIBIT 2: List of deliverables (incorporated in PWS)

7.3 RESERVED

7.4 ATTACHMENT 1: Anti-mafia certification (external document, only for Italian quoters)

7.5 ATTACHMENT 2: Past performance questionnaire (external document)

7.6 ATTACHMENT 3: Language fluency clarification (incorporated in PWS)

7.1 TECHNICAL EXHIBIT 1 - PERFORMANCE REQUIREMENTS SUMMARY (PRS)

Performance Objective

Performance Standard

Acceptable Quality Level

(AQL)

Method of Surveillance

Front Desk Service Quality (5.2.1)

Provide courteous, professional, and accurate front desk assistance during the fixed service windows.

No more than substantiated customer complaint per month. (AQL 95%)

Customer Complaint Monitoring;

COR

Observation

Record Keeping (5.2.2)

Log simple and extended customer contacts in CTS daily and update the ACS calendar daily.

All required daily updates are completed accurately by COB daily.

(AQL 95%)

Periodic Inspection / Random Sampling

Monthly Reporting (5.2.3)

Provide monthly statistics using CTS reports to the COR.

Submitted no later than the 5th day of the following month. (AQL 100%)

100% Inspection of Deliverable

Lending Closet Inventory Records (5.3.3)

Generate and provide weekly overdue reports to the COR via email.

Submitted by close of business (COB) every Friday. (AQL 95% - max 1 late per quarter)

Periodic Inspection

Lending Closet Inventory Recommendations (5.3.3)

Provide a list of inventory recommendations of replacement items

Provided upon request to COR (AQL 100%)

Relocation Record Keeping (5.3.2)

Log simple and extended customer contacts in CTS daily.

All required daily updates are completed accurately by COB daily.

(AQL 95%)

Periodic Inspection /

Relocation Monthly Reporting (5.3.4)

Provide monthly statistics using CTS reports to the COR.

Submitted no later than the 5th day of the following month. (AQL 100%)

100%

Deliverable

Bilingual Translation Turnaround (5.1.2)

Begin verbal interpretation within 15 min;

complete routine written translations (<=3 pages) within 2 business days.

95% of all translation tasks completed within the required timelines each month.

Periodic Inspection;

Customer Complaint Monitoring

Bilingual Record Keeping (5.1.1)

Log simple and extended customer contacts in CTS daily.

All required daily updates are completed accurately by COB daily.

(AQL 95%)

Periodic Inspection /

Bilingual Monthly Reporting (5.1.1)

Submit monthly CTS statistics, sign-in sheets and/or status reports to the

COR.

Submitted no later than the 5th day of the following month. (AQL 100%)

100%

Deliverables

Workforce Continuity and Desk Availability

(PWS 1.7.4)

Ensure 100% staffed desk coverage during all core service hours. Back-up personnel must be deployed and performing duties within two (2) hours of any

100% Compliance.

Zero (0) unexcused or uncovered service desk vacancies exceeding one (1) hour per month.

100%

Sign-In Sheets;

COR Daily Observation;

Customer Logs.

PRICE

DEDUCTION

$150.00 USD

(or €139.54 equivalent) price deduction per hour of unexcused desk vacancy.

Formal Contractor primary staff absence.

Performance Assessment Reporting System

(CPARS)

deficiency entry

7.2 TECHNICAL EXHIBIT 2 – List of Deliverables

All the deliverables shall be submitted to the Contracting Officer through the Contracting Officer’s Representative (COR). The delivery is Electronic via email to COR.

DELIVERABLE 001 QUALITY CONTROL PLAN (QCP) - PWS 1.5.1

DELIVERABLE 002 CONTRACTOR WORK PLAN - PWS 1.8

DELIVERABLE 003 INSTALLATION PASS LOG - PWS 1.10.3.1

DELIVERABLE 004 RETURN PASSES - PWS 1.10.3.3

DELIVERABLE 005 ANTI TERRORISM TRAINING LEVEL I - PWS 1.16.1

DELIVERABLE 006 OPSEC TRAINING - PWS 1.16.2

DELIVERABLE 007 CYBER AWARENESS TRAINING - PWS 1.16.3

DELIVERABLE 008 SUSPICIOUS ACTIVITY REPORTING PROGRAM – PWS 1.16.4

DELIVERABLE 009 PII TRAINING - PWS 1.16.6

DELIVERABLE 010 BILINGUAL CUSTOMER REPORTS - PWS 5.1.1

DELIVERABLE 011 FRONT DESK SIGN IN SHEETS - PWS 5.2.3

DELIVERABLE 012 RELOCATION CUSTOMER REPORTS - PWS 5.3.4

7.6 ATTACHMENT 3 - Language Fluency Clarification

LEVEL 1 Rudimentary Knowledge At this level an employee is, at most, required to have a rudimentary verbal understanding of a very limited English vocabulary, such as might be required in understanding and following instructions of the type that might be given to a motor pool chauffeur. This level of understanding is typically not required for positions such as laborer and trades occupations where contacts are primarily with other local employees.

LEVEL 2 Limited Knowledge At this level an employee needs only a limited knowledge of written and spoken English, and a vocabulary limited to the specific occupation. An employee at this level would be expected to understand and carry out verbal instructions of a repetitive character, and to be able to prepare simple reports of the type that might be expected of a motor pool dispatcher.

LEVEL 3 Good Working Knowledge At this level an employee is required to have a good working knowledge of both written and spoken English. The employee should be able to read and understand agency regulations, operating instructions, memoranda, and related material concerning the field of work, to prepare correspondence and standardized reports, and to communicate effectively with English speaking staff members and the general…