Drafted_Performance_Work_Statement_(PWS).pdf

PERFORMANCE WORK STATEMENT (PWS)

FOR CEMETERY DATA PROGRAM MANAGEMENT OFFICE SUPPORT

PART 1

GENERAL INFORMATION

1. General. This is a non-personnel services contract to provide Cemetery Data Program Management Office Support for end to end cemetery operations. The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the contractor who, in turn is responsible to the Government.

1.1. Description of Services/Introduction. The contractor shall provide all personnel, supervision, and other items and non-personal services necessary to perform Cemetery Data Program Management Office (PMO) Support for end to end cemetery operations as defined in this Performance Work Statement except for those items specified as Government furnished property, equipment and services. The contractor shall perform to the standards of this PWS.

1.2. Background.

1.2.1. Arlington National Cemetery (ANC) is our nation’s most sacred shrine and the final resting place for our most revered military and political leaders. Based on Arlington’s special significance and the attention it receives, strict adherence to defined standards and specifications is essential. Failure to meet specifications will have a negative impact on our nation’s image and will not be tolerated. The successful contractor forms a true partnership with the federal government to ensure those who served our nation and their families are properly honored into perpetuity. The high standards expected of ANC by the American People conveys to all military cemeteries and those of our partners and requires a continual commitment to ensuring 100% accountability of all decedents placed in their eternal care. The processes, procedures, and methods developed at ANC to achieve gravesite accountability and quality assurance of cemetery records are recognized as the Army Standard for cemetery data program management and control.

1.2.2. The Office of Army Cemeteries (OAC) is responsible for policy oversight of 38 OAC & 10 Department of Defense (DoD) cemeteries nationwide and abroad. As with ANC, OAC also has strict adherence to defined standards and specifications. The successful contractor forms a true partnership with the federal government to ensure those who served our nation and their families are properly honored into perpetuity. The high standards expected of OAC by the American People conveys to all military cemeteries and those of our partners and requires a continual commitment to ensuring 100% accountability of all decedents placed in their eternal care. The processes, procedures, and methods developed at ANC to achieve gravesite accountability and quality assurance of cemetery records are recognized as the Army Standard for cemetery data program management and control.

1.3. Objectives. The objective of this effort is to ensure accountability of decedents and quality assurance of cemetery records for ANC, SAHNC, OAC and other stakeholders. This effort includes the successful completion of accountability efforts in support of Public Law 111-339.

The desired end state is to integrate accurate data and data management into the day to day operations of the cemetery to improved process work flows and include reporting procedures.

This effort also includes a quality assurance review component to ensure that gravesites are accurate according to the following components: ensuring available dispositive records support the individual memorialized, interred or inurned, validating the grave marker is consistent with available records, and making certain the marker location is accurately recorded in a geospatial mapping system with a photograph of the gravesite taken.

1.4. Scope. The contractor shall provide Cemetery Data Program Management Office Support services in support of the Cemetery Quality Assurance Team. The focus is to implement robust Quality Assurance / Quality Control policies and procedures from initial eligibility requests at time of need through perpetual care of cemetery grounds and markers to sustain 100% accountability, reduce operating and manpower costs attributable to rework, and foster a climate of continuous process improvement. Accountability ensures data integrity across marker images, cemetery records, and digital cemetery maps. Services include generating reports, verifying accuracy and approving all new photos for headstones/markers, maintaining system accountability for the accuracy of cemetery cases through process and quality assurance review as well as corrective actions, organizing cemetery records, and generating or closing cemetery cases requiring collaboration from a variety of internal and external sources. This also includes data system entry including digital record verifications, historic cemetery burial data clean-up, inspection, and maintenance of records. Additionally, the contractor will work with the cemetery and external agencies to ensure the system of record and associated systems and tools are improving to integrate the quality assurance process work flows into an enhanced and agile enterprise cemetery data management system ensuring they are kept current, functioning appropriately, and considering growth and future requirements ensuring the ongoing success of the accountability and cemetery record quality assurance missions.

1.5. General Information.

1.5.1. Quality Control Plan (QCP). The contractor shall submit and maintain an effective QCP to ensure services are performed in accordance with the PWS. The QCP shall include procedures to identify, prevent, and ensure non- recurrence of defective services. The QCP will be used to assure the work complies with the requirement of the contract. The contractor shall create quality control procedures to address the areas identified in the Performance Requirements Summary (PRS) described in Technical Exhibit 1 of the PWS. The QCP shall be submitted to the COR no later than 10 days after contract award. The Contractor’s QCP will be reviewed for adequacy by the Contracting Officer (KO) and COR for adequacy. If the QCP is deemed adequate, written approval will be provided by the KO. Any subsequent changes after the written KO approval shall be approved by the KO within 10 days. The contractor must at all times maintain an adequate work force and ensure all tasks are performed uninterrupted performance as defined within this statement of work.

1.5.2. Quality Assurance Surveillance Plan (QASP). The Government will evaluate the contractor’s performance under this contract in accordance with its QCP and the QASP. This plan is primarily focused on what the Government will do to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards identified in the PRS will be measured, by whom, the frequency of the surveillance, and the maximum acceptable defect rate(s).

1.5.3. Contracting Officer Representative (COR). The COR will be identified and appointed on a separate COR appointment letter. The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the functions identified in the COR appointment letter from the KO. Some of the functions identified may include but are not limited to the following: assure that the contractor performs the technical requirements of the contract, perform necessary inspections 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 KO and contractor of any deficiencies; coordinate availability of government furnished property, and provide site entry of contractor personnel. A letter of designation will be issued to the COR, a copy of the executed letter will be furnished to the contractor. The COR appointment letter will state the responsibilities and limitations of the COR authority, 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 contract.

1.5.4. Performance Evaluation Meeting. The COR may require the contractor to meet with the KO and other Government personnel as deemed necessary. The contractor may request a meeting with the COR when the contractor believes such a meeting is necessary. If the COR cannot resolve the matter, the COR will contact the KO for resolution.

1.5.5. Hours of Operation. The contractor is responsible for providing services, between the hours of 8:00 A.M. to 5 P.M. Monday thru Friday except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. The contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility 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.

1.5.6. Place of Performance. The work to be performed under this contract will occur primarily at ANC, SAHNC, & ANMC in the National Capital Region (NCR), but can include remote work with cemetery stakeholders. There is no planned travel outside of the NCR associated with this effort.

1.5.7. Period of Performance. The period of performance for this effort will be 12 months from date of award with two 12-month option periods upon completion of the base period.

1.5.8. Interface with Government Operation. Performance of work by contractor personnel under the terms of this contract shall not interfere with regularly scheduled Government operational activities.

1.5.9. Security Requirements. All contractor personnel (to include subcontractors) entering government properties shall abide by all security rules and regulations. The contractor shall carry passes issued by ANC for all vehicles entering the Cemetery, whether company-owned or employees’ private vehicles or as designated by ANC Security Office. The contractor will maintain a current list of all vehicles and individuals issued such passes. The contractor shall provide a list of these vehicles to include make, model, color and associated license plate information to the COR within five (5) days of contract award and within one (1) day of any changes to the list through contract period of performance.

1.5.10. Access and General Protection/Security Policy and Procedures. The Contractor and all associated subcontractor employees shall provide all information required for background checks to meet installation access requirements to be accomplished by the installation Provost Marshal Office, Director of Emergency Services, or Security Office. Contractor workforce must comply with all personal identity verification requirements (CFR clause 52.204-9, Personal Identity Verification of Contract 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.

1.5.10.1. 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.

1.5.10.2 Contractor and all associated subcontractor employees shall comply with adjudication standards and procedures using the National Crime Information Center Interstate Identification Index (NCIC-III) and Terrorist Screening Database (Army Directive 2014-05/AR 190-13);

applicable installation, facility and area commander installation and facility access and local security policies and procedures (provided by Government representative); or, at OCONUS locations, in accordance with status-of-forces agreements and other theater regulations.

1.5.11. Antiterrorism (AT) Level I Training. All contractor employees, to include subcontractor employees, requiring access to Army installations, facilities and controlled access areas shall complete AT Level I awareness training within 30 calendar days after contract start date or effective date of incorporation of this requirement into the contract, whichever is applicable. The contractor shall submit certificates of completion for each affected contractor employee and subcontractor employee, to the COR or to the contracting officer, if a COR is not assigned, within 5 calendar days after completion of training by all employees and subcontractor personnel. AT Level I awareness training is available at the following website: https://atlevel1.dtic.mil/at. In addition to AT Level I training, the contractor and all associated sub-contractors shall brief all employees on the local iWATCH program (training standards provided by the requiring activity ATO). This local developed training will be used to inform employees of the types of behavior to watch for and instruct employees to report suspicious activity to the COR. This training shall be completed and reported to the COR within 30 calendar days of contract award and within 15 calendar days of new employees commencing performance thereafter. The Contractor (Conservator) shall comply with DoD Directive 5205.01, AR 530-1, and any applicable service regulation. The Contractors (Conservator) must comply with contractually imposed operations security requirements. Also, if contractors have access to government information they are required to follow the same requirements for protection of sensitive, unclassified government information per Joint Ethics Regulation and Public Law. The contractor shall implement OPSEC measures as ordered by the Director, USAASC. In addition, the contractor shall have an identified OPSEC coordinator. Contractor (Conservator) personnel shall receive OPSEC awareness training within 30 days of the beginning of the contract performance. The contents of the training shall comply with AR 530-1.

1.5.12. Personnel Requirements. All personnel assigned to the project shall be required to adhere to the guidelines prescribed under the Freedom of Information Act (FOIA) and the Privacy Act.

The records contain personally identifiable information (PII) and must be handled as sensitive in nature. Non-disclosure statements will need to be signed by those involved in the project and provided to the Government. All data and copies shall not be retained by any contractor or sub-contractor that is involved in this effort.

1.5.12.1. A contractor employee whose duties require accessing a DOD unclassified computer/network, working with sensitive unclassified information (either at a Government or contractor facility) or information protected by the Privacy Act of 1974, or physical access to a DOD facility must be a US citizen and possess a favorable suitability determination prior to installation/network access, or other requirements. Suitability determinations are based on a completed National Agency Check with Inquiries (NACI) that is still current. Due to the amount of time that a NACI requires for completion, it is the responsibility of the contractor to ensure that personnel available to perform the requirements of this contract already have an existing background investigation with a favorable determination. For new employees, the contractor can initiate the NACI by having the employee complete the following: 1) SF-85 Questionnaire for Non-Sensitive Positions, 2) Two FD-258 Applicant Fingerprint Cards or Electronic Fingerprints, and 3) the Original Signed Release Statements.

1.5.12.2. The requirements above will be processed utilizing the OPM Electronic Questionnaires for Investigations Processing (e-QIP), which can be accessed at http://www.opm.gov/investigations/e-qip-application/. Failure to provide the required documentation at least 5 days prior to a new employee’s start date shall result in delaying the individual's start date. The contractor's Security Representative shall be responsible for initiating investigations as required.

1.5.12.3. Information Assurance (IA/Information Technology Training/Certification). All contractor employees and associated subcontractor employees must complete the DoD IA awareness training before issuance of network access and annually thereafter. All contractor employees working IA/IT functions must comply with DoD and Army training requirements in DoDD 8570.01, DoD 8570.01-M, and AR 25-2 within six months. Per DoD 8570.01-M, DFARS 252.239.7001, and AR 25-2 the contractor employees supporting IA/IT functions shall be appropriately certified upon contract award. The baseline certification as stipulated in DoD 8570.01-M must be completed upon contract award.

1.5.13. Key Personnel. All Key Personnel shall adhere to the local clause 5152.204-4001.

1.5.14. Physical Security. As applicable, 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.

1.5.15. Cemetery Access. The contractor shall be responsible for ensuring that all contractor personnel authorized to perform work under this contract will obtain cemetery access according to prevailing access policies and adhere to those policies. The contractor shall coordinate all cemetery access with the COR.

1.5.16. Key Control. All access will be provided or coordinated through the COR or other designated personnel at the direction of the COR.

1.5.17. Government Observation. The contractor shall provide access to government owned real property operated by the contractor for observation or inspection by any government agency or individual authorized access by the KO. Government personnel will not interfere with contractor performance.

1.5.18. Conservation of Utilities. The contractor shall instruct employees in utilities conservation practices. The contractor shall be responsible for operating under conditions that preclude the waste of utilities, which include turning off the lights, water faucets or valves after using the required amount to accomplish the services.

1.5.19. Transportation. When on the cemetery grounds, the contractor and contractor employees shall abide by all speed limitations while operating a vehicle. The contractor shall be responsible for maintenance, repair, and associated equipment for any contractor furnished modes of transportation

1.5.20. Conduct of Personnel. The KO may require the contractor to remove from the job site any employee working under this contract for reasons of misconduct, security, or found to be under the influence of alcohol, drugs, or other incapacitating agents. The contractor employees shall be subject to dismissal from the premises upon determination by the Contracting Officer that such action is necessary in the interest of the Government. The removal from the job site or dismissal from the premises shall not relieve the contractor of the requirement of providing sufficient personnel to perform the services as required by this contract.

1.5.21. Post Award Conference/Kick-off Meeting. The contractor agrees to attend any post award conference convened by the contracting activity in accordance with Federal Acquisition Regulation Subpart 42.5. A kickoff meeting will be held with the COR no later than 5 business days after award of the Contract.

1.5.22. Periodic Progress Meetings. The Contracting Officer, COR, and/or cemetery management, as appropriate, may meet periodically with the contractor to review the contractor's performance. At these meetings the Contracting Officer will apprise the contractor of how the Government views the contractor's performance and the contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. The Government estimates these meetings to occur on a quarterly basis. These meetings shall be at no additional cost to the Government.

1.5.23. 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 are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. 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.

1.5.24. Fraud, Waste and Abuse. The contractor shall be responsible for maintaining proper conduct and good discipline within contractor occupied work area(s). The contractor personnel shall be encouraged to be alert to and report suspected situations of fraud, waste, and abuse, or other intentionally dishonest conduct against the Government observed during or in the performance of this contract.

1.5.25. Accident Reporting. The contractor shall maintain an accurate record of accidents resulting in injury or death and accidents resulting in damage to government property, supplies, and equipment. The contractor shall report accidents IAW the requirements indicated in AR 385- 40, Accident Reporting and Records. The contractor shall notify the Contracting Officer and COR within one (1) to 24 hours depending on the type of the incident.

1.5.26. Files. The contractor shall maintain complete and accurate files of documentation, records, and reports required under the terms of this contract, IAW AR 25-1, Army Knowledge Management and Information Technology, AR 25-400-2, and the Army Records Information Management System (ARIMS). The contractor shall not allow access to the files by any government agency, non-governmental agency, or individual unless specifically authorized by the Contracting Officer or COR. Files shall be made available to the Contracting Officer or designated representative upon request. All files will become the property of the Government and shall be turned over to the Contracting Officer at the completion or termination of this contract.

1.5.27. Health and Safety. The contractor shall be fully responsible for and shall assume all liability for compliance with all applicable regulations pertaining to the health and safety of personnel during execution of work. The contractor shall hold the Government harmless for any action on its part or that of its employees, subcontractors or contractor’s representatives, which results in illness, injury, or death to anyone on the Cemetery grounds. All rules of safety which are or may be imposed upon the contractor by federal, state or municipal code, and the applicable cemetery regulations shall be effectively carried out in the performance of this contact.

1.5.28. Disclosure of Information. Performance under this contract may require the contractor to access data and information proprietary to a government agency, another government contractor, or of such nature that its dissemination or use other than as specified in this work statement would be adverse to the interests of the Government or others. Neither the contractor, nor contractor personnel, shall divulge nor release data or information developed or obtained under performance of this work statement, except to authorize government personnel upon written approval of the KO. The contractor shall not use, disclose, or reproduce proprietary data which bears a restrictive legend, other than as specified in this work statement. All contractor employees working on this contract will be required to sign a Non-Disclosure Agreement.

1.5.28.1. Disclosure of information regarding operations and services of the activity to persons not entitled to receive it, or failure to safeguard any information that may come to the contractor (or any persons under the contractor’s control) in connection with work under this work statement, may subject the contractor, contractor’s agent, or employees to criminal liability under Title 18, Sections 793 and 798 of the United States Code. As referenced in paragraph 1.5.28., neither the contractor nor the contractor’s employees shall disclose or cause to be disseminated any information concerning the operations of the activity that could result in, or increase the likelihood of, the possibility of a breach of the activities’ security or interrupt the continuity of its operation.

1.5.28.2. The contractor shall direct to the COR, who then reports to the KO, all inquiries, comments, or complaints arising from matters observed, experienced, or learned as a result of, or in connection with, the performance of this contract. If the information is submitted via email the notification can be submitted to the KO or record during the time of submission. The resolution of such inquiries, comments or complaints may require the dissemination of official information.

1.5.28.3. Inquiries received by the contractor regarding work performed under this contract shall be referred to the Government for evaluation under the Freedom of Information Act of 1975, Public Law 93-502, 5 U.S.C., and Section 552. The determination of whether records will be released will remain with the Government. The contractor shall be responsible for search and submission of records upon request by the Government.

1.5.28.4. The contractor shall not release any information (including photographs, files, public announcements, statements, denials, or confirmations) on any part of the subject matter of this contract or any phase of any program hereunder without the prior written approval of the KO.

All documentation showing individuals’ names or other personal information shall be controlled and protected. The provisions of the Privacy Act of 1974, Public Law 93- 579, 5 U.S.C., Section 552a, shall apply.

1.5.29. Organizational Conflict of Interest. The contractor shall notify the KO immediately whenever it becomes aware that a violation of DFARS 252.209-7006 and 252.209-7007 occurred or has to potential to occur. If the contractor believes an OCI is viable or potential OCI could occur the vendor shall promptly submit a plan to the KO to avoid or mitigate the proposed OCI.

The contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the KO and in the event the KO unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the KO may affect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.5.30. Liability and Responsibility for Damaged Property.

1.5.30.1. Damage to Government Property. The contractor shall be held liable for damage or destruction of Government property (e.g. buildings, vehicles, sidewalks, headstones, etc.) caused by the contractor, contractor personnel or representatives of the contractor in the performance of services in this contract.

1.5.30.2. Damage to Privately Owned Property. The contractor shall be held liable for damage or destruction of privately owned property (e.g. privately owned vehicles), as defined in this PWS, caused by the contractor, contractor personnel or representatives of the contractor in the performance of services in this contract. The contractor shall take corrective action in a reasonable amount of time (prior to or before the contract period of performance expiration) to repair damages or replace destroyed property.

1.5.30.3. Damage Reports. The contractor shall submit a damage report to the KO and designated representative within two (2) workdays of damage or destruction to Government property or privately owned property caused by the contractor, contractor personnel or representatives of the contractor. The damage report shall detail the facts and the extent of damages or destruction and the corrective action taken by the contractor to repair damages or replace destroyed property.

1.6. MANAGEMENT AND PERSONNEL

1.6.1. General. The Contractor shall provide necessary personnel to accomplish all contract work and services within specified time frames. This provision shall apply notwithstanding past historical records, estimates of personnel needed or any minimum levels established elsewhere herein.

1.6.2. Qualifications/Certifications. The Contractor shall submit resumes for the key personnel as part of the Key Personnel section of the Technical Proposal. Key personnel include, but are not necessarily limited to, the following: PROJECT MANAGER – SENIOR and PROJECT MANAGER – INTERMEDIATE. Contractor may propose additional key personnel who are subject to key personnel employment and replacement restrictions. For all other proposed positions, Contractor shall propose the position title, the minimum relevant experience, background, knowledge/certifications/degrees, and training any personnel assigned to such position will possess. Proposed personnel will be evaluated as part of the Staffing Plan section of the Technical Proposal.

1.6.3. Phase In /Phase Out Period: To minimize any decreases in productivity and to prevent possible negative impacts on additional services, the Contractor shall have personnel on board during the ninety (90) day phase in/ phase out periods. During the phase in period, the Contractor shall become familiar with performance requirements in order to commence full performance of services on the contract start date.

PART 2

DEFINITIONS & ACRONYMS

2. DEFINITIONS AND ACRONYMS:

2.1. DEFINITIONS:

2.1.2. 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.

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

2.1.4. CONTRACTING OFFICER'S REPRESENTATIVE (COR). An employee of the U.S.

Government appointed by the contracting officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the contractor as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.5. DEFECTIVE SERVICE. A service output that does not meet the standard of performance associated with the Performance Work Statement.

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

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

2.1.8. MEMORIAL SERVICE OR CEREMONY. Any formal group activity conducted within Cemetery grounds intended to honor the memory of a person or persons interred in the Cemetery or those dying in the Military service of the United States or its allies. “Memorial service or ceremony” includes a “private memorial service,” “public memorial service,” “public wreath laying ceremony” and “official ceremony” as defined in this section.

2.1.9. OFFICIAL CEREMONY. A memorial service or ceremony approved by the

Commanding General Military District of Washington, in which the primary participants are authorized representatives of the United States Government, a state government, a foreign country, or an international organization who are participating in an official capacity.

2.1.10. PHYSICAL SECURITY. Actions that prevent the loss or damage of Government property.

2.1.11. PRIVATE CEREMONY. A memorial service or ceremony, other than an official ceremony, conducted at a private gravesite within the Cemetery by a group of relatives and/or friends of the person interred or to be interred at that gravesite. Private memorial services may be closed to members of the public.

2.1.12. PUBLIC MEMORIAL SERVICE. A ceremony, other than an official ceremony, conducted by members of the public on the Cemetery.

2.1.13. PUBLIC WREATH LAYING CEREMONY. A brief ceremony, other than an official ceremony, in which members of the public, assisted by members of the Tomb Guard, present a wreath or similar memento.

2.1.14. PRIVATELY OWNED PROPERTY. For the purposes of this PWS, means property ownership by a non- governmental organization (e.g. privately owned vehicles).

2.1.15. QUALITY ASSURANCE. The Government procedures to verify that services being performed by the contractor are performed according to acceptable standards. This term is also frequently used to describe efforts to ensure completeness and creativeness of cemetery records and markers, as in Quality Assurance Team.

2.1.16. QUALITY ASSURANCE SURVEILLANCE PLAN (QASP). An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance.

2.1.17. QUALITY CONTROL. All necessary measures taken by the contractor to assure that the quality of an end product or service shall meet contract requirements.

2.1.18. REAL PROPERTY. Land and rights in land, ground improvements, utility distribution systems, and buildings and other structures. It does not include foundations.

2.1.19. SUBCONTRACTOR. One that enters into a contract with a prime contractor. The Government is not privy to the vendor’s subcontractor.

2.1.20. VISITOR. Means anyone on the grounds of the Cemetery, to include ANC Government employees and contractor employees who are not on official Government duty (i.e., employees visiting outside of tour of duty or personal time off).

2.1.21. WORK DAY. The number of hours per day the contractor provides services in accordance with the contract.

2.1.22. WORK WEEK. Monday through Friday, unless specified otherwise.

2.2. ACRONYMS:

ACOR Alternate Contracting Officer's Representative AFARS Army Federal Acquisition Regulation Supplement ANC Arlington National Cemetery ANMC Army National Military Cemeteries AR Army Regulation ARIMS Army Records Management Information Systems AT Antiterrorism CFR Code of Federal Regulations CMR Contract Manpower Reporting COR Contracting Officer Representative COTR Contracting Officer's Technical Representative DA Department of the Army DES Directorate of Emergency Services DFARS Defense Federal Acquisition Regulation Supplement DOD Department of Defense FAR Federal Acquisition Regulation FPCON Force Protection Condition IA Information Awareness ISS Interment Services System KO Contracting Officer NACI National Agency Check with Inquiries NACLC National Agency Check with Local Credit Checks NCR National Capital Region OCI Organizational Conflict of Interest PIPO Phase In/Phase Out POC Point of Contact PRS Performance Requirements Summary PWS Performance Work Statement QA Quality Assurance QAP Quality Assurance Program QASP Quality Assurance Surveillance Plan QC Quality Control QCP Quality Control Program RT ANC Research Tool Database SAHNC Soldiers’ and Airmen’s Home National Cemetery TE Technical Exhibit

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3. GOVERNMENT FURNISHED ITEMS AND SERVICES:

3.1. Services: The Government will provide base access into the cemetery.

3.2. Facilities: The Government will provide eight (8) facility work spaces for the duration of the contract. Request for additional space and IT equipment must be approved through the COR.

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

3.4. Equipment: The Government will provide all required IT equipment to include printers, telephone, photograph taking equipment, copiers, and scanners to perform the requirements.

3.5. Materials: The Government will provide all policies, standard operating procedures, business rules for handling each gravesite case, and guidance on corrective action for grave markers. Government will also provide a training manual for automated research tool systems maintained at Arlington and used for the purposes of this contract.

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. CONTRACTOR FURNISHED ITEMS AND RESPONSIBILITIES: The contractor shall furnish all supplies, equipment, facilities and services required to perform work under this contract that are not listed under Section 3 of this PWS.

PART 5

SPECIFIC TASKS

5. Specific Tasks:

5.1. Basic Services. The contractor shall provide Cemetery Data Program Management Office Support services in support of ANC, SAHNC, and other cemetery stakeholders, as applicable.

Services shall include generating reports in addition to grave site “Accountability.”

Accountability includes three main components: (1) verifying photo quality and accuracy of headstone/niche cover data, (2) reviewing current and historical records, and (3) verifying a GIS location to ensure consistency and accuracy across the data set. These services also include ensuring the accurate data for each burial is reflected in the cemetery electronic system of record [database], establishing a method to execute performing a 10% random sample inspection of current month burials including, identifying corrective actions, performing a quality review of selected gravesites as needed, and ensuring that 100% of decedents at the cemeteries are accounted for. In addition, the contractor will ensure cemetery business rules and processes are kept current and provide strategic planning guidance and input to cemetery management, as needed/required.

5.2. As part of PMO services, the contractor shall review any unassociated records and electronically assign them to the appropriate burial in the database. The contractor shall validate the accuracy of the gravesite record, headstone/marker, and GIS location, hereafter referred to as “closing a case.” The contractor shall perform data entry including digital record verification and data clean-up. The contractor shall complete “case verification” of burials. The contractor shall provide analytical services to verify the location information on available grave marker photos against applicable records, verify the location metadata corresponds in order to create a case and advance for review in the appropriate designated electronic systems of research/record. Case location metadata information will be corrected as necessary based on available records and marker information. In addition, the contractor will assess the quality of gravesite photos against established criteria, determine if they are ready for public release, and indicate in the electronic systems of research/record, photos that require quality retake. In addition to quality retakes, the contractor will also compile a list of records that do not have a corresponding photo.

5.3. Additionally as part of PMO services, the contractor shall provide process improvement analysis and analytical support services related to the accountability effort in section 5.1 of this PWS. These services should relate to the cemetery’s overall business processes which include scheduling, operations, maintenance, headstone/marker ordering, case management and quality assurance to enhance the Cemetery mission. The overall goal of enhancing the quality of service, automating paper-based processes, refining cemetery data, identifying and reducing opportunities for error, and finding (cost/time) efficiencies in the delivery of services and mission operations. As such, the contractor may be tasked to provide training in accountability related tasks, processes, and procedures.

5.4. The contractor is required to be familiar with a variety of tools in order to coordinate properly with other cemetery efforts such as IT Program Management, Systems/Mobile Applications Development, Enterprise Architecture, Interment Services, and Interment Operations efforts. These tools include Business Process Reengineering, Business Process Management, Workflow Automation, Lean Six Sigma, Organizational Change Management, Content/Document Management and Data Analysis.

5.5. The Contractor shall support the following efforts and any subsequent efforts as required.

5.5.1. QA Module and Support of Systems Related to Accountability. An effort to streamline the electronics systems and bring all of the data in ISS in to a new an EISS database.

Includes data from cemeteries RTs and a module which will provide routine functionality in EISS and house data. The contractor shall submit CRs and clarify requirements by providing insight during the development process.

5.5.2. Call Center Standardization. The contractor shall provide analytics, support, and codify changes required into current policies and practices. The contractor shall understand the processes and procedures that the call center representatives use when engaging with the public and processing feedback form from the ANC Explorer application. This includes the periodic review and update of the Call Center Work Instructions and Email Templates.

5.5.3. Commemorative Works Support. The contractor shall track of the processing of commemorative works as well as packets for leadership to review. ANC & OAC contains many commemorative works that do not mark gravesites (e.g. Argonne Cross, Rough Riders Monument) and well as large monuments that marker group burials (e.g. 9-11 / Pentagon Group Burial Marker, USS Serpens). Additionally, the Cemeteries receive many requests from groups seeking to install new commemorative works on Cemetery’s grounds (e.g. VHPA Commemorative Monument). These requests require review of the planned monument for leadership approval/denial and coordination between ANC, the requesting group, and the monument vendor responsible for the installation.

5.5.4. Continuous Process Improvement. The contractor shall review and implement a continuous process improvement plan across the cemeteries ensuring the processes are working as efficiently as possible. Enabling the cemeteries to maintain accountability and effectively carryout their missions.

5.5.5. Audit Support and Readiness. Periodically, the cemeteries are audited by organizations such as the DAIG, DoD IG, AAA, or OAC. During these audits, research and other support is often required. The contractor shall support this effort by providing analysis. The contractor shall review historical data, understand why historical data may be missing or deficient, provide training on ANC systems (ANC RT, ISS, OAC RT) as well as future enterprise systems, and answers the auditor’s questions.

5.5.6. Photo Capture and Survey App Support. The contractor is responsible for all the cemeteries processes related to the capture of photos of new markers, markers requiring assessment for damage/cleaning, creation of photo lists, reporting of issues with the survey application, and suggestions for improvement of processes and related technology.

5.5.7. NPT (Photo and Record Review). The contractor shall review 100% of all photos of new markers ordered by the cemeteries and conduct a review of records to ensure accuracy of the marker. If remedy is required, provide appropriate training.

5.5.8. Weekly Reports and Performance Metrics. The contractor shall provide regular reports that allow the leaders to understand LOE accomplishment and status, and generates essential data that enables leader decision making.

5.5.9. Marker Lifecycle Reordering. The contractor shall support data cleanup to identify markers needing reordering. Once these markers are identified, the contractor will flag, order, and tracked until the new marker is set and photographed.

5.5.10. Private Marker (PM) Requests and Maintenance. The contractor shall support by the coordination to update the PM, review inscription requests, and track cases through completion.

5.5.11. Memorialization Policy. The contractor shall support through policy writing, assist with stakeholder engagement, and periodic review and update of the policy.

5.5.12. Case Resolution Packets. The contractor shall conduct research, remedy, track, and establish resolution processes and procedures to resolve highly complex resolution cases.

Packets ensure there is a clear record of decisions rendered regarding historical accountability and information available at the time.

5.5.13. Marker QC Data Gathering and Analysis. The contractor shall maintain spreadsheet, focus decks, and other staffing templates to ensure the data is accurate and complete. The contractor shall create the reorder templates in ISS for markers that fail quality control and have discrepancies identified throughout the cemeteries processes.

5.6. Detailed Tasks

5.6.1. Weekly Reports. The Contractor shall generate weekly progress reports during the duration of the contract in support of cemeteries requirements. These reports should include the status of all cemeteries accountability / quality assurance efforts, to include quality control reviews, digital record verifications, photo verification, and program management. The Contractor shall generate a second weekly report provide process analysis and improvement and analytical support services related to the accountability effort in 5.1 and how they relate to the cemeterys’ overall business processes which include scheduling, operations, maintenance, headstone ordering, case management and quality assurance with the overall goal of enhancing the quality of service, automating paper-based processes, refining each cemeterys’ data, identifying and reducing opportunities for error, and finding cost and time efficiencies in the delivery of services and mission operations. Delivery time of this report during the POP shall be determined at the kick off meeting.

5.6.2. Photo Verification. The Contractor shall, in accordance with government provided criteria, review each new marker photo in the automated cemetery database to ensure it meets appropriate standards. If each new photo meets appropriate standards, it shall be marked for release and, if not, shall be marked for re-take. Contractor may be required to support government and assist in photo taking but not more than 2 people 5 days per month.

5.6.3. Quality Review. The Contractor shall perform two key tasks as part of the Quality Review portion of this program management office:

5.6.3.1. Contractor shall perform a QA review of 100% of new burial cases created on a weekly basis as well as an annual random 10% review of historical cases, or as designated by cemetery management through the COR, in order to verify their compliance with policies, guidance and rules provided by the Government. Contractor will begin QA review of these selected grave cases when directed by the Government. The Government will determine the date to direct the Contractor to start QA review based on prioritization of mission and tasks within the organization. Contractor shall identify innovative ways to perform an audit on the cases to identify any issues. Contractor shall provide cases with corrective actions required to the COR for decision in accordance with government provided business rules on appropriate changes. At the completion of the review, the Contractor shall provide a report detailing the results to the COR and how the cases were resolved.

5.6.3.2. Contractor shall implement a 10% review of all new burials done each month to ensure records, headstones with photos and locations of each new burial are consistent with each other.

Any inconsistencies in the data shall be reported and corrective actions shall be directed by government-provided policy and guidance. The contractor shall make appropriate corrections at the direction of the government lead if not already specified in policies provided.

5.6.4. Unassociated Records. The contractor shall research and either assign to the proper existing digital burial record or mark as “not applicable” if there is no connection with an interment.

5.6.5. Digital Record Verification. The contractor shall be prepared to review and validate, in accordance with government provided rules and policies, all gravesites.

5.6.6. Program Management Documentation. Contractor shall document processes and procedures for all components of the Program Management Office services to ensure consistency, accuracy, adherence to government-established policies and create training documentation for future use.