Description :
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PERFORMANCE WORK STATEMENT CONTENTS
C.1. Background
C.2. Purpose
C.3. Procurement Objectives
C.4. Acronyms and Definitions
C.5. Transition Requirements
C.5.1. Initial Training
C.5.2. Capability
C.6. Program Management Plans
C.6.1. Transition Plan
C.6.2. Operations Plan
C.6.3. Quality Control Plan
C.6.4. Task Order Performance Plan
C.6.5. Readiness Plan C.6.6. Key Personnel & Staffing Plan
C.6.7. Cultural Diversity Plan
C.6.8. Customer Service Plan
C.6.9. Small Business and Small Disadvantaged Business Subcontracting Plan
C.7. Equipment/System Requirements
C.7.1. Configuration
C.7.2. Pen Tablets
C.7.3. Government Furnished Property
C.8. Readiness Requirements
C.8.1. Workforce
C.8.2. Disaster Recovery Assistance Files
C.8.3. Maintaining Readiness Levels
C.8.4. Mandatory Performance Capabilities
C.8.5. Commitment
C.8.6. Ongoing Training
C.8.7. Communications
C.9. Inspection Requirements
C.9.1. Auto Determination
C.9.2. Ownership Verification
C.9.3. Occupancy Verification
C.9.4. Manual Inspections
C.9.5. Introductory Letter
C.9.6. Signature
C.9.7. Withdrawal
C.9.8. No Contact
C.9.9. No Entry
C.9.10. Forms
C.9.11. Quality Control
C.9.12. Inspection Assignment
C.9.13. Inspection Corrections
C.9.14 Photographs
C.9.15 Customer Service
C.9.16 Priority Cases
C.9.17 Site Inspections and Pre-Placement Interviews
C.9.18 Registration Intake requirements
C.10. Staffing Requirements
C.11. Reports of Work
C.12. Project Completion
C.13. Technical Assistance
C.1. BACKGROUND
C.1.1. The Federal Emergency Management Agency (FEMA) is authorized pursuant to the Disaster Relief and Emergency Assistance Act (P.L. 93-288), as amended by the Robert T. Stafford Act (P.L. 100-707), to provide assistance to applicants of Presidential declared disasters and emergencies. The Individual and Household Program provides grant assistance to disaster applicants in accordance with the Act. These programs receive extensive visibility from the highest level of Federal, State and local Governments, and are continually in the public media.
C.1.2. A presidential disaster declaration occurs after a sequence of events, beginning with the disaster incident. Following the incident, if the recovery requirement exceeds local and state resources, the state’s governor may request a Preliminary Damage Assessment (PDA), which will be forwarded to FEMA headquarters along with a formal request for a presidential declaration. If a declaration occurs, a Federal Coordinating Officer (FCO) is assigned to the disaster, and a Disaster Field Office (DFO) is established to coordinate recovery efforts.
C.1.3. Applicants are instructed to apply for assistance by dialing a 1-800 number or on line at WWW.FEMA.GOV . If telephone service or access to the internet is not available, they may visit a Disaster Recovery Center (DRC) and use a phone bank or the internet to register for assistance. There may be circumstances where paper applications are taken at a DRC.
C.1.4. FEMA uses special purpose software, currently the National Emergency Management Information System (NEMIS), for processing applications. The majority of applications are processed automatically using business rules, although some manual routing of work is required. The majority of applications requiring an inspection are automatically routed to the contractor using these business rules. NEMIS “virtual processing” allows work to be assigned, reviewed and approved from any work station loaded with NEMIS software and connected to the NEMIS network. This “virtual processing” capability allows flexibility in the location utilized for assignment and coordination of inspection activity.
C.1.5. Automated Construction Estimation (ACE) is the software used by the contractors to perform residential damage inspections in the field. The software is loaded onto a variety of field units with pen tablet capability. In certain remote areas with no communication capability, inspections may be performed using a paper inspection form mirroring ACE.
C.1.6. The contractor shall maintain a readiness level adequate to meet the performance capabilities specified in C.8.4. and readiness infrastructure outlined by the readiness plan requirements specified in C.6.5. The contractors readiness capability must be able to accomplish the bulk of the number of inspections historically experienced annually during “Hurricane Season”.
C.1.7. The contractor shall provide mobile home site inspections and/or pre-placement interviews (PPI) for mobile homes as part of the inspection. This task may not be required for every disaster. The work is primarily for inspecting temporary disaster housing units such as manufactured homes, mobile homes, travel trailers, and/or other readily fabricated housing; and placement sites such as private, commercial and group sites. The site inspectors should be knowledgeable in areas of manufactured housing and travel trailer development, installation inspection, minor maintenance, tenant relations procedures.
C.2. PURPOSE C.2.1. This contract supports IHP by providing for the collection and reporting of information gathered by on-site inspection and verification. FEMA and the States determine the type and amount of disaster assistance based on this information. Data collected includes but not limited to: the extent of real property damage to the home, how the habitability of the home has been affected, verification of ownership, occupancy and insurance information, the extent of damages to personal property and vehicles, tarp inspections, mobile home site inspections, pre-placement interviews, pre-disaster assessments, photos of residential damage, information regarding other disaster expenses and needs and “sweep inspections” e.g. multi family access issues and customer service surveys.
C.3. PROCUREMENT OBJECTIVES
C.3.1 Maintain continuity and achieve a seamless transition, from the existing Contractor(s) at the start of this contract, to the succeeding Contractor(s) at the end of this contract.
C.3.2. Insure highest levels of Customer Service standards are provided for and met under the contract.
C.3.3. Increase capability for exceeding the expectations of FEMA by demonstrating continual improvement to the Government.
C.3.4. Increase accountability for performance under this contract by implementing enforceable financial incentives/disincentives.
C.4. ACRONYMNS AND DEFINITIONS ACE – Automated Construction Estimation.
The field software used to complete inspections under IHP. Caller Services – NPSC function responsible for both registration intake and helpline functions. Catastrophic Event – Beyond Contract CO - Contracting Officer - A Federal employee presiding over the bid opening reviews pertinent facts about each bid (including price, terms, free on board (FOB) point, etc.). After subsequent analysis and evaluation, the contract officer will award the contract (s) to the responsive and responsible bidder. COTR -Contracting Officer Technical Representative – The COTR is a program official who is designated by the contracting officer to assist in administering specific aspects (such as technical aspects) of the contract. CS - Contract Specialist – The contracting officer has several people working for her or him. Most of these people will be contract specialists. They will often be the ones in charge of negotiating with offerors. Often, the only distinction between the contracting officer and the contract specialist is actual contracting authority. The contract officer must sign the contractual documents and, therefore, has final responsibility for the contract process and performance. Double Damage - The term “Double Damage” applies to any dwelling that an applicant resides at and has applied in the current and at least one previous Federal Declaration within 12 months of the current disaster incident date. JFO – Joint Field Office. An office established near or within the designated disaster area housing representatives from federal, state and voluntary agencies responsible for the coordination and monitoring of disaster assistance. This is a coordinating facility, and is typically not a location where applicant contact occurs. DRC – Disaster Recovery Center. An office established in areas directly affected by the disaster to facilitate direct interaction between FEMA and the applicant. FCO – Federal Coordinating Officer. The disaster recovery manager responsible for all field operations for a particular disaster. HA – Housing Assistance is a program administered by FEMA. It provides financial assistance to applicants for rent, repair or replacement housing, or in some cases provides mobile homes or travel trailers for long term housing needs. IHP – Individual and Household Program. IHP is the overall disaster recovery program. Both HA and ONA provide assistance under IHP. IMAR-- Inspection Management Activity Reports. These reports show a variety of disaster specific inspection information, and provide the data for the majority of the Quality Assurance Surveillance Plan. IMR – Inspection Management Review. This is a database maintained by the Virginia NPSC reports section. It is one of the tools used by Inspection Management’s QA section to evaluate the quality of contractor work. ISC-- Inspection Services Coordinator. The ISC, typically located at the JFO, is a liaison between the PM, DFO staff, Contractor representatives, and field personnel concerning inspection information. ITS--Information Technology Services. (National Network Operations Branch) The National Network Operations Branch is divided into three distinct work centers, which support day to day and disaster information technology requirements for the entire agency. They are: National Helpdesk which performs information technology helpdesk functions; National Network Operations Center which performs centralized wide area network management functions; and the Telecom Services Center which performs telecommunications service ordering and billing functions. NPSC-- National Processing Service Center. FEMA currently has four NPSC's located at Berryville, VA, Hyattsville, MD, Denton, TX, and San Juan, PR. The NPSC is a centralized office established to consolidate the processing of disaster applications. Each NPSC represents a combination of caller services and other processing capabilities. ONA – Other Needs Assistance Program - Provides assistance for necessary expenses and serious needs that can’t be met through other available resources/programs. This program may be administered by either the state (joint option) or FEMA (FEMA option). PM — Project Monitor. FEMA personnel delegated authority to assist the FEMA Contract Officer Representative in fulfilling his responsibilities under the contract. QA — Quality Assurance. Inspection Management’s Quality Assurance Section assists the Project Monitors and Contract Officer Representative in evaluating the quality of work performed by the contractor in disaster response. QC — Quality Control. Quality Control is the contractor’s process for assuring that inspection quality meets the performance standards of the contract. FEMA participates in QC in order to verify that the contractor is adhering to their QC plan. Readiness—Includes all on going, non-disaster-specific efforts necessary to meet the performance requirements under the contract on extremely short notice, as specified in the contract. TO—Task Order. Written assignment of work issued by the Contracting Officer. C.5. TRANSITION REQUIREMENTS C.5.1. INITIAL TRAINING . FEMA may offer to provide training for the contractor’s trainers. A maximum of 10 Contractor staff members may be trained by FEMA during this Transition period. The trained Contractor staff members shall provide subsequent training to other Contractor personnel. Class will be held at a location agreeable by all parties and will last approximately five (4) calendar days. The scope of the training is subject to change, topics of training in the following areas may be:
C.5.1.1. ACE SYSTEM / MANUAL NEMIS INSPECTION TRAINING Included in this training is operation of the NEMIS ACE System, including the Inspection Assignment, Contractor Review, QC Review, No Contact Administration, Contractor Supervisor Review. ACE System training also includes the use of the system to make habitability determinations and to complete home inspections. This latter aspect of the training will include using the system to accomplish inspections in simulated or actual disaster conditions. Performance of manual paper inspections will also be demonstrated.
C.5.1.2. PROGRAM TRAINING FEMA will provide training on the different disaster assistance programs (e.g. disaster housing, Small Business Administration disaster loans, and Individual Assistance and Other Needs programs). FEMA will also provide training on the process by which assistance is obtained including application, verification, disbursement, appeals/ reconsiderations, Helpline operations, and other factors related to the recovery process.
C.5.1.3 EXPERT USER KNOWLEDGE The Contractor is expected to obtain and maintain “disaster damage experts” with knowledge of ACE to minimize technical reliance on FEMA to resolve problems, especially those that might be caused by user error.
C.5.2. CAPABILITY The Contractor shall be capable of performing performance expectations of C.8.4. at the conclusion of the Transition period. The first activation will be awarded based on capability or a coin toss if both contractors are deemed equally capable of performing.
C.6. PROGRAM MANAGEMENT PLANS Within 1 week following award for the HIS Contract, the Contractor shall meet with the Government to discuss all point-of-contact information, receive final critique from the Government on the management plans and have open discussions on operations and logistics. Within approximately 1 week following this meeting, or 10 days following receipt of Government comments, whichever comes first, the Contractor shall provide the final management plans listed below, drafts of which shall have been submitted with the Limited Written Technical Proposal for Government evaluation. The contractor shall provide periodic plan updates, as required by the Government, or at least annually.
C.6.1. Transition Plan The Contractor shall provide a written, draft Transition Plan, subject to Contract Officer Representative approval, following contract award. The Contractor shall: (a) describe specific approaches to a transition of disaster operations and workloads from the incumbent contractor (i.e. current activations) after the 30 day phase out of the incumbent contractor; (b) identify the organization(s) to which the staff proposed for this effort are currently employed and procedures to be used to staff the project office during the transition requirements of the staff proposed for the project office; (c) address the ways in which recruitment and utilization of the incumbent contractor's staff will be accomplished during transition to include immediate plans for hiring of staff necessary to perform in accordance with the performance requirements; (d) address initial training of staff/inspectors so as to achieve, within the required time frame to accomplish transition, a fundamental understanding of the programs that are available to the applicants (e.g. disaster housing, Other Needs program and the Small Business Administration disaster loan program. NOTE: This knowledge is desired so that inspectors can answer basic questions that may be posed by the applicant at time of inspection.); (e) address how it will ensure that information provided by the inspectors is accurate and consistent (The focus of this requirement under transition should be the initial and long term training plans offered to inspectors/staff); (f) describe the training to be provided to inspectors to ensure that they can successfully perform inspections using the ACE/NEMIS; and (g) describe the equipment proposed for use in the performance of inspections, on the basis of its compatibility with ACE/NEMIS software and suitability for use in performing field inspections. C.6.2. Operations Plan The Contractor shall provide a written, draft Concept of Operations Plan, subject to Contract Officer Representative approval following contract award. Inclusive in this Concept of Ops plan, the contractor will address the management principals used by the contractor to meet performance requirements identified in the performance work statement and describe the standards the Contractor proposes to implement for their management system. The Contractor shall: (a) define it’s customer focused organization and explain their understanding of current and future customer needs, how they will meet customer requirements and strive to exceed customer expectations before, during and after task order activation; (b) describe how the leadership in the organization establishes a unity of purpose and direction of the organization to include describing the internal environment in which people can become fully involved in achieving the organization’s objectives; (c) explain how the involvement of staff abilities at all levels benefits the organization; (d) explain how the contractor will approach the inspection process in order to achieve a desired result to include the activities that are managed in the process to successfully meet the performance levels while performing timely inspections, preventing "no contact" inspections, achieving timeliness in remote areas, completing and communication of inspections without infrastructure to support the task and addressing priority inspections; (e) describe their system approach to management to include identifying, understanding, and managing a system of interrelated processes for a Task Order that continually improves the organization’s effectiveness and efficiency; (f) describe in detail the contractor’s continual improvement program and how this program is part of a permanent objective of the organization; (g) address in detail the planned organizational structure inclusive of an operational workforce that is multi-lingual, culturally diverse and experts in the identification of all disaster damages and how this structure takes on a factual approach to decision making and taking actions to include the degree of authority of the NPSC Manager; (h) describe any mutual supply relationships to include resources such as physical facilities for housing and satellite stations, communications infrastructure and alternative systems for connectivity, equipment, significant "supply" items, subcontractors and proposed management of essential other items or services required for successful performance of the requirement.
C.6.3. Quality Control Plan The Contractor shall establish, document, implement and maintain a quality control and assurance system in accordance with the requirements of a quality management system model that the contractor chooses. The Contractor shall provide a written quality control plan for approval by the Contract Officer Representative that includes: (a) identifying the processes needed for the quality management system; its’ components, and application; (b) the experience and qualifications for the Quality Control Inspectors; (c) the sequence and interaction of these processes; (d) the criteria and methods needed to ensure that both the operation and control of the inspection process is effective; (e) ensure the availability of resources and information necessary to support the operation and monitoring of the inspection process; (f) describe a quality-monitoring plan that will provide FEMA evidence that a continual quality improvement program is in place. For example: Island disasters that limit or prevent communicating inspections during NEMIS downtime; (g) the monitoring, measuring and analyzing of the inspection process. If the contractor chooses to outsource any activity that affects the inspection process, the controls demonstrated in their plan shall be identified within the quality management system; (h) effectiveness of the quality management system through the use of the quality policy, quality objectives, analysis of data, corrective actions, preventive actions and management review; (i) the contractor’s QC plan shall describe a means to provide a quality check on No Contacts, Inaccessible and Withdrawn inspections; (j) demonstrate a Quality Control Inspection scoring plan that provides a 0 to 100 scoring system that is based on the accuracy of the inspection for real and personal property verification, reflect the quality of critical data field entries, and customer service criteria. The Contractor shall provide a score threshold agreed upon by FEMA and the Contractor to be used by the contractor as a pass/fail score per inspector QC. This score provides the basis for the QC reporting requirements in the Operation Reports. The Contractor shall rate each QC inspection in accordance with procedures described in the Quality Assurance and Surveillance Plan. The scoring plan is to also include data fields that describe the method of corrective action for the process or employee to be taken when the scoring results of Quality Control Inspections falls below an acceptable threshold. These data fields, corrective actions for the process and or employee shall be included in the Operational Reports; (k) describe how effective the contractor’s edit check program coincides with the completed inspection to prevent inspection corrections. C.6.4. Inspection Task Order Performance Plan The Contractor shall provide a written draft Inspection Task Order Performance Plan, subject to Contract Officer Representative approval following contract award. The Contractor shall: (a) describe how the Contractor will assure that all Applicants are afforded a high level of Customer Service; (b) describe how the Contractor will assure that disaster-specific circumstances, eligibility criteria and special instructions are disseminated to inspectors, reviewers and administrative staff; (c) describe how the Contractor will keep FEMA informed of the names and identification numbers of inspectors deployed and subsequent changes in staffing; (d) describe how the Contractor will address its ability to respond to disasters in a single declared area, or multiple declared areas; (e) describe how the Contractor will identify and address compliance with local, state and federal laws, statures and ordinances; health, occupational and safety regulations; and compliance with state and local licensing and permit requirements; (f) describe how the Contractor will address the need for close communication and cooperation between FEMA’s Inspection Services Coordinator at the Disaster Field Office, FEMA Project Monitor and Contractor field personnel; (g) describe how the Contractor will meet the performance requirement of
“C.8.4 MANDATORY PERFORMANCE CAPABILITIES” by addressing pre-positioning and staging methodology to start inspections immediately after briefing and expectations realized from that effort to demonstrate an immediate response to the initial surge of inspection workload, considering first-in, first-out performance; (h) describe the internal methods the Contractor proposes to assure that all inspections of residences are performed on-site, damages verified by direct field observation and forwarded via electronically or in a paper format; (l) describe how the Contractor proposes to document that inspectors are making every possible effort to schedule appointments with applicants in advance; (m) describe how the Contractor proposes to identify and monitor the accuracy of information its inspectors are giving to applicants; (n) describe how the Contractor proposes to assure that inspectors are spending enough time with each applicant to provide program information and answer questions; (o) describe how the contractor will manage and ensure that their edit check program cannot be disabled or over-ridden by the inspector to include who has the ability to disable or override the program. C.6.5. Readiness Performance Plan The Contractor shall provide a written draft Readiness Performance Plan, subject to Contract Officer Representative approval following contract award. FEMA reserves the right during the course of this contract to conduct an audit of this plan to verify that the Contractor’s readiness to perform inspections meet the standards set forth in the plan in all respects. The Contractor shall: (a) describe the Contractor's and, if applicable, subcontractor's, readiness management system and readiness organizational structure which will be utilized in the performance of this work; (b) describe how the contractor shall maintain a readiness level in order to respond to unpredictable disasters and/or multiple disaster declarations that includes, but is not limited to, establishment of organizational plans describing logistics to pre-position for each disaster, development of a management structure for the work that includes minimizing the need for “battle field promotions” due to the lack of permanent staffing, to provide training of inspectors and field supervisors and training of review staff and supervisors during the peak periods of performance.; (c) describe the contractor’s plan to accomplish the performance-based expectations, objective criteria and expectations on the part of FEMA’s customers and elected officials during activations; (d) describe the contractor’s commitment to perform the required level of work; (e) describe how the contractor will prepare to respond to all types of disaster incidents when the magnitude and frequency of the incidents is unknown to include details of their plan to acquire adequate space to enable inspectors to be close to the work, to perform all required review and assignment activities and their solutions to overcome connectivity/communications issues where the infra-structure to support either is not available. FEMA will make every effort to alert the Contractor to anticipated levels of production and disaster magnitude for each disaster, however, the contractor will need to devise a system to anticipate the potential number of inspections per task order; (f) describe how the Contractor plans meet these readiness requirements with either permanent staff or sub-contracted staff or a mix of both to accomplish all tasks assigned. If sub-contracted staff are proposed, the description will include processes and procedures the contractor will have in place to keep proposed readiness staff active and how they will participate in regular exchanges of information taking place between FEMA and the Contractor. Nothing in this contract is intended to limit any formal or informal exchanges of information designed to enable the Contractor to perform under this contract. The readiness plan will also include their methodology to respond to periods of performance that the above normal task order issue of inspections may be exceeded. C.6.6. Key Personnel and Staffing Plan The Contractor shall provide a written, draft Key Personnel and Staffing plan that includes qualification requirements and background investigation methodology, subject to Contract Officer Representative approval following contract award. The Contractor shall: (a) describe the Contractor's and applicable subcontractor's staffing qualification requirements and background investigation methodology for staff and key personnel which will be utilized in the performance of this work; (b) identify the lines of authority and supervision, as well as individual responsibilities, organizational relationships to the contract management structure and to the corporate management structure to include resumes for the staff, along with statements of relevant experience; (c) indicate the experience, qualifications, skills and authority of the management staff proposed to be assigned to the Virginia NPSC; (e) indicate the Project Director's corporate position and their degree of authority to be exercised over the contract; (f) addressing experience with the specific (or comparable) operations required under this contract; (g) include in resumes the specific percentage time commitments of key personnel to this contract; (h) also furnish resumes of any other individuals who will be directly responsible to the project manager for the management of business and administrative project functions such as project funds, progress reporting, purchasing and subcontracting, recruiting, etc.; (i) describe the staffing composition of all levels within the organization to include the contractors use of permanent staff and sub-contracted staff needed to perform the work. (NOTE: "Key Personnel" means persons proposed for key professional, management, technical, and supervisory positions. Key Personnel should include the Project Director and a mix of other personnel with specific disaster related experience to include earthquake inspection experience and quality management.)
C.6.7. Cultural Diversity Plan The Contractor shall provide a written, draft Cultural Diversity Plan, subject to Contract Officer Representative approval following contract award. The Contractor shall: (a) describe, in detail, its plans to identify demographics and field and retain a workforce consistent with the culturally diverse characteristics of the various trades comprising the pool of available supervisors and inspectors such that the cultural diversity of the disaster applicant population in a declared disaster area may be approached or matched; (b) describe methods and techniques planned for effectively responding to Equal Employment Opportunity programs, and for recruiting, training, and retaining employees; (c) describe how inspectors will be responsive to specific cultural or language requirements.
C.6.8. Customer Service Plan The Contractor shall provide a written, draft Customer Service Plan, subject to Contract Officer Representative approval following contract award. The Contractor shall: (a) describe how a cadre of highly trained professional inspectors, knowledgeable in dealing with individuals who have just been traumatized by a disaster, will be trained; (b) ) describe how inspectors will be trained to demonstrate sensitivity to community needs; (c) describe in detail how the Contractor will insure that inspectors dress appropriately and present themselves in a professional manner at all times; (d) describe in detail how the Contractor will identify, address and report customer services issues and complaints to FEMA in a timely manner and at the correct level of authority to promote early resolution. C.6.9. Small Business and Small Disadvantaged Business Subcontracting Plan. The Contractor shall provide a Small Business and Small Disadvantaged Business Subcontracting Plan, the contents of which shall be in accordance with the Federal Acquisition Regulation (FAR) 19.704. The FAR requires: (a) separate percentage goals for using small business, HUBZone small business, small disadvantaged business, and women-owned small business concerns as subcontractors; (b) a statement of the total dollars planned to be subcontracted to small business, HUBZone small business, small disadvantaged business, and women-owned small business concerns; (c) a description of the principal types of supplies and services to be subcontracted and an identification of types planned for subcontracting to small business, HUBZone small business, small disadvantaged business, and women-owned small business concerns; (d) a description of the method used to develop the subcontracting goals; (e) a description of the method used to identify potential sources for solicitation purposes; (f) a statement as to whether or not the offeror included indirect costs in establishing subcontracting goals, and a description of the method used to determine the proportionate share of indirect costs to be incurred with small business, HUBZone small business, small disadvantaged business, and women-owned small business concerns; (g) the name of an individual employed by the offeror who will administer the offeror's subcontracting program, and a description of the duties of the individual; (h) a description of the efforts the offeror will make to ensure that small business, HUBZone small business, small disadvantaged business, and women-owned small business concerns have an equitable opportunity to compete for subcontracts; (i) assurances that the offeror will include the clause at 52.219-8, Utilization of Small Business Concerns (see 19.708(a)), in all subcontracts that offer further subcontracting opportunities, and that the offeror will require all subcontractors (except small business concerns) that receive subcontracts in excess of $500,000 ($1,000,000 for construction) to adopt a plan that complies with the requirements of the clause at 52.219-9, Small Business Subcontracting Plan (see 19.708(b)); (j) assurances that the offeror will-- (i) Cooperate in any studies or surveys as may be required; (ii) Submit periodic reports so that the Government can determine the extent of compliance by the offeror with the subcontracting plan; (iii) Submit Standard Form (SF) 294, Subcontracting Report for Individual Contracts, and SF 295, Summary Subcontract Report, following the instructions on the forms or as provided in agency regulations; and (iv) Ensure that its subcontractors agree to submit SF 294 and SF 295; and (k) a description of the types of records that will be maintained concerning procedures adopted to comply with the requirements and goals in the plan, including establishing source lists; and a description of the offeror's efforts to locate small business, HUBZone small business, small disadvantaged business, and women-owned small business concerns and to award subcontracts to them.
C.7. EQUIPMENT/SYSTEM REQUIREMENTS
C.7.1. CONFIGURATION FEMA will provide equipment as specified in Section G, Government Furnished Property. The Contractor is authorized to acquire or fabricate the equipment listed below for use in the performance of this contract meeting specifications of the contract (Section J, Attachment 2). This equipment shall become the property of the Government in accordance with the provisions of the clause of this contract entitled, "Government Property. "The Contractor shall acquire, maintain, configure and install all contractor unique software and FEMA supplied software executables on all equipment necessary to perform under the contract and comply with FEMA connectivity configuration requirements established by the National Network Operations Branch (NNOB). The Contractor shall insure that the equipment and upgrades (hardware/software/ operating system, etc) and accessories (keyboards, data storage units, wireless LAN capability, cameras, etc.) are compatible with FEMA equipment at all times throughout the life of the contract and shall be made compatible, at no additional cost to the Government, in the event of upgrades or changes. The Contractor shall use the Automated Construction Estimator provided by FEMA to gather residential damage data for the NEMIS data system.
C.7.2. PEN TABLETS The Contractor’s system shall be compatible with the Government's system for remote communications and with the ACE/Host NEMIS system. The Contractor shall provide operable, hand-held computer equipment, accessories (keyboards, data storage units, wireless LAN capability, cameras, etc.), replacements and/or upgrades to its inspectors in the field. The equipment shall contain operational software compatible with the execution of the ACE field software. The Pen Tablets shall utilize Microsoft Windows operating system software and Windows Pen capabilities/extensions, specific custom communications software, Microsoft Exchange mail client and custom-built ACE field application software. The assignment of work to the inspection contractors and individual inspectors is supported by custom-built server-based software and Microsoft Exchange server software. The downloading of inspections by the inspector and the uploading of completed inspections from the inspector are accomplished from the Pen Tablet through telephone modem connection and an electronic mailbox on the NEMIS Exchange post office. FEMA provides to the Contractor the ACE field applications software including all changes/enhancements to such special purpose software made over the life of the contract. This will not include operating system and MS Exchange client software for which the Contractor shall be responsible. Custom software and commercial off-the-shelf mail client software upgrades will be placed on the File Transfer Protocol (FTP) Server by FEMA Information Technology Services (ITS) in accordance with FEMA’s configuration management process for downloading software to the Pen Tablets.
C.7.3. GOVERNMENT-FURNISHED PROPERTY The Government will provide special purpose software and upgrades necessary to interface with FEMA’s inspection system. Also, the contractor will be authorized to purchase equipment (hand held computer equipment, cameras, peripherals) and accessories. Title shall vest in the government upon reimbursement of contractor equipment expenses. The Contractor will be required to provide annual reports listing barcodes, serial numbers and operable status of such property.
C.8. READINESS REQUIREMENTS C.8.1. WORKFORCE During the life of the contract and prior to issuance of any task orders, the Contractor shall provide scalable and robust inspection staff to include experts in all-hazard recovery assistance by delivering timely and appropriate residential damage verification to individuals and families following acts of terrorism, natural disasters and other emergencies 24 hours a day, 7 days a week, 365 days a year and maintain an operational workforce to include a multi-lingual, culturally diverse cadre. The contractor’s inspection staff shall be trained to recognize double damage to residential structures. The Contractor’s workforce shall be capable of completing the inspections in the shortest timeframes in accordance with the Contractor's approved operations and staffing plans, Section J, Attachment 3. As an alternative to the ACE system, the Contractor shall maintain the ability to perform inspections using a paper, or manual system.
C.8.2. DISASTER RECOVERY ASSISTANCE FILES The contractor has access to Disaster Recovery Assistance Files which constitute a system of records under the Privacy Act of 1974. The inspections required by this contract must be performed with the aide of access to these files, and constitutes operation on this system of records in accordance with FAR Subpart 24.1
C.8.3. MAINTAINING READINESS LEVELS The Contractor shall maintain a readiness level adequate to meet the performance capabilities in
C.8.4. The performance capabilities are measured across all open task orders. Maintenance of readiness levels includes, but is not limited to, establishment of organizational and management capability, training of inspectors, review staff and supervisors, procedures for the deployment of personnel and equipment, management of the assigned workload, maintenance of adequate workspace to perform the assigned workload, and any other non-disaster-specific activities required for Contractor performance.
C.8.4. MANDATORY PERFORMANCE CAPABILITIES While maintaining an average turn around time of 72 hours starting immediately after the briefing, the Contractor shall produce 10,000 inspections per day by the 7th day following the briefing and 20,000 inspections per day by the 15th calendar day following the Briefing and continue at 20,000 inspections per day, on average until the outstanding inspection workload is completed.
C.8.5. COMMITMENT The readiness levels established by the Contractor constitute the firm’s commitment to perform residential damage inspections. In many instances, task orders will not require mandatory performance capabilities. Conversely, there may be instances that FEMA will expect the Contractor to initiate actions that will require them to exceed the mandatory performance capabilities. There have been several instances in the current contract where the frequency and magnitude of disaster incidents were comparable to the highest level of production specified above
C.8.4. Therefore, it is assumed that there could possibly be a higher performance needs in this contract.
C.8.6. ONGOING TRAINING. The Contractor shall insure that its inspectors are trained, knowledgeable of the principles of customer service, and capable of performing inspections independently. The contractor will provide training throughout the life of the contract as well as refresher, non-formal training to experienced Contractor staff. On-site training audits by FEMA will be conducted as frequently as mutually determined necessary by both FEMA and the Contractor. Training topics may include, but are not be limited to, discussion of the program and procedural changes, and any other matters that have or may affect Contractor performance.
C.8.7. COMMUNICATIONS. The Contractor shall participate in regular exchanges of information between FEMA and the Contractor regarding program and procedural changes that may occur. Nothing in this contract is intended to limit any formal or informal exchanges of information designed to enable the Contractor to perform under this contract. Such exchanges are encouraged.
C.9 INSPECTION REQUIREMENTS The Contractor shall perform on-site inspections of residences and provide FEMA with photographs of the inspected dwellings. The contractor shall explain to the FEMA applicant during the visit to the dwelling that the photographs are part of the inspection verification process required by FEMA and at no time is the inspector to photograph the applicant or any human subjects during the inspection process. The Contractor shall document the damages sustained in accordance with this contract upon direction from the Contracting Officer. Contractor inspectors shall assess the actual disaster related damage and the overall habitability of homes and address each appropriate field in the ACE Field Software. Contract inspectors shall make every effort to reach the damaged dwellings by whatever means possible including but not limited to utilizing aircraft, boat, or foot travel when necessary. The Contractor shall insure inspector compliance with this Performance Work Statement as well as all other terms and conditions of the contract. The Contractor shall refer to Section J, Attachment 3, “Inspector Guidelines”, for assistance and detailed direction. FEMA reserves the right to perform “in-house” inspections as deemed appropriate.
C.9.1. AUTO DETERMINATION The government reserves the right to disable Contractor Review of returned work in large disasters. Contractor Review may be reinstated at the government’s discretion, usually when the workload has decreased to a level which the Contractor Review staff can process in a timely manner. Regardless of whether 100% review is enabled or not, the contractor will be held to the same quality performance standards.
C.9.2. OWNERSHIP VERIFICATION The Contractor's inspector shall view and record documentation proving ownership. When documents are not available at the time of inspection, the inspector shall exhaust all efforts to verify tax and or other county/local records by contacting or visiting the appropriate local Government office. Additional steps that are required for ownership verification include a call to the insurance company and use of other available and reliable means such as commercially available data bases that include ownership. When necessary, the Contractor shall make a second visit to the applicant to verify ownership. In all cases where the applicant is unable to verify ownership, the inspector shall complete the inspection.
C.9.3. OCCUPANCY VERIFICATION The contractor's inspector shall view and record documentation proving occupancy. In instances where documentation is unavailable during the inspection, the inspector shall exhaust all means available to verify occupancy, including calls to the landlord, utility companies, or other available and reliable sources. In all cases where the applicant is unable to verify occupancy, the inspector shall complete the inspection.
C.9.4. PAPER INSPECTIONS Inspectors normally complete inspections by electronic means using the ACE
system. However, in the event electronic means are not possible, inspections shall be completed manually. FEMA will provide Office of Management and Budget approved paper inspections forms to the Contractor on an as needed basis.
C.9.5. INTRODUCTORY LETTER The inspector shall deliver a FEMA provided letter, which identifies the inspector performing the inspection, states the purpose of the inspection, and indicates that the inspector is under contract to FEMA. The letter also provides the phone number where the applicant can call for program questions and inquiries about status of their application. This letter shall be delivered in person and shall not be left if the family is not home. At the discretion of the PM, the inspector may be required to deliver a FEMA provided packet containing program information as well.
C.9.6. SIGNATURE The inspector shall obtain the applicant’s signature. Electronic signatures are not currently authorized. Should the applicant refuse to sign the form, the inspector shall complete the inspection (when permitted by the applicant.) The Contractor will be fully paid for properly documented inspections when the applicant refuses to sign.
C.9.7 WITHDRAWAL If an applicant wishes to withdraw from the program at the time of the inspection, the inspector shall explain the IHP and ONA programs to the applicant. The reason for withdrawal shall be clearly documented in order to receive payment for the inspection. The contractor is required to perform a second verification of the applicant’s reason for withdrawing from the program. This effort will assure that the applicants understand the impact of being withdrawn from the FEMA program.
C.9.8 NO CONTACT If the inspector is unable to contact the applicant, the inspection shall be processed in accordance with FEMA requirements for No Contacts. A site visit and exterior inspection are required. The contractor shall only return as No Contact those inspections for which the applicant could not be located after exhaustion of all aggressive efforts within 14 days from the date the inspection was issued to the contractor. Aggressive efforts include, but are not limited to, phone calls to all phone numbers on different days at different times of the day, repeated site visits, contact of neighbors and contact of postal workers, and a letter sent to the current mailing address. The contractor will be paid only for fully documented No Contacts.
C.9.9 NO ENTRY The Government will compensate the Contractor for inspections performed without entry to a specified residence only when the residence is destroyed has been condemned or entry has been restricted by local building authorities, or is inaccessible for inspection due to standing water, landslide, or similar unsafe situation. At least one site visit shall be made to inspect the exterior of the residence when the residence is accessible for exterior inspection. A full description of why the dwelling cannot be entered shall be provided by the inspector. The inspector shall meet with the applicant to record all other verifications such as ownership, occupancy and signatures, as well as documenting any other serious needs or necessary expenses.
C.9.10. FORMS The Contractor shall use the forms included in Section J, Attachment 8, for their intended purpose as described herein. All Government forms will be provided to the Contractor by the PM. An adequate supply of forms shall be maintained by the Contractor at all times.
C.9.10.1. Introduction Letter - Used to introduce the inspector as a FEMA representative, and the purpose of the visit.
C.9.10.2. Paper Inspection Report - In the event that the hand held computer is not able to be used to record disaster damages, a "NEMIS Paper Inspection" form (Section J, Attachment 8c) shall be completed by the Contractor’s inspector. The inspector shall view disaster-related damage for both real and personal property and record observations on this form. The form may be modified to accommodate special inspection circumstances, particularly in areas with non-traditional housing. C.9.10.3. Applicant Statement/Authorization and Declaration of Applicant - FEMA 90 69B/C (Section J, Attachment 8 d and e, respectively) - shall be used by the inspector to obtain the applicant’s signature. The signature is required on this form. This form shall be offered to the applicant for signature at the time of the inspection. The name and registration ID of the applicant shall be legibly written on the form by the inspector. The original shall be returned to the Hyattsville NPSC. A signature is required on the 90-69B/C by the applicant, or a member of the household, 18 years of age or older, who lived in the household at the time of the disaster. Proof of identification must be shown at the time of signature. The signature is a declaration that the person signing the form is a U.S. Citizen, a Non-Citizen National, or a Qualified Alien. Should the applicant refuse to sign the form, the inspector will complete the inspection (when permitted), check the “signature not obtained” button, change the job status to “withdrawn”, flag for Host review, and comment: “APP REFUSES TO SIGN”. The Contractor shall be fully paid for properly documented inspections when the applicant refuses to sign. The inspector shall maintain an ample supply of Declaration of Applicant forms (FEMA 90-69B/C). C.9.11 QUALITY CONTROL. Quality control shall be primarily the responsibility of the Contractor's QC staff. At the disaster briefing, the contractor shall notify Inspection Management an estimated number of quality control teams to be deployed for this task order and when the teams will begin work. An initial determination on FEMA's participation will be made by the Contract Officer Representative at the time of the contractor briefing. Inspection management, at their discretion, reserves the right to have a third party QC inspection as part of the Quality Control process. However, FEMA may request participation any time during the QC process. At FEMA's discretion, joint QC's (a FEMA employee and contractor representative) may be performed on up to the full number of contractor QC inspections. It is the contractor’s responsibility to provide all transportation required for this Joint QC effort. FEMA will rely on the Contractors to report error rates and the number of inspections reissued for quality reasons. Included in the QC result report shall be the accuracy of estimates, completeness of work and compliance with standards, and customer satisfaction. The Contractor shall maintain QC results daily and at FEMA’s request, make those results available to FEMA. The Contractor will summarize the QC effort and report on this effort in a format that is easily retrievable and understood in the operational reports and final operations report. The contractor shall perform QC inspections on at least 3 % of each inspector’s work that has been completed and invoiced, with a minimum of 3 QCs per inspector. QC inspections shall begin immediately or no later than 48 hours of the first completed inspection. QC inspections shall represent the workload distribution of each inspector, all geographical areas and performed over the entire activation period. QC's shall be performed on inspections that are no more than15 days old unless waived by the Project Monitor. If Quality Control Inspections are suspended longer than 1 day, the Project Monitor will be notified at least 24 hours before suspension; at least 48 hours in advance when Quality Control Inspections are scheduled to resume. Any change to the 24-hour notice of suspension and 48-hour notice of resuming must be coordinated with the Project Monitor. QC’s shall be performed on both owners and renters. QCs shall be performed on initial inspections, no contacts, inaccessible applicants, appeal inspections and withdrawn applicants. During the QC process, inspections found to fall below the quality score approved by FEMA will be requested back by the contractor for correction. These will be counted as FEMA corrections and a sampling and/or a minimum of three inspections of all inspector’s work that fell below the acceptable score will be subject to QC and will continue until the inspector’s QC score reaches an acceptable level based on their scoring plan. C.9.12. INSPECTION ASSIGNMENT. The contractor will not allow the same inspector to do re-inspections/appeal inspections on their own work.
C.9.13. INSPECTION CORRECTIONS. Work submitted by the Contractor that is incomplete, ambiguous, contains gross errors, and/or is not detailed enough to make determinations, as judged by the PM, shall be returned, to the Contractor for correction. Such rejected work shall be completed/corrected and returned to the PM within 72 hours and 59 minutes. Each inspection shall be considered complete, accepted, and no longer liable to be returned for correction, 180 days after the date the inspection is returned complete to FEMA by the Contractor. Each inspection shall be considered complete, accepted and no longer liable to be returned for correction as of the time the Contractor is released from the task order by the Contracting Officer. “Corrections” shall not exceed 1.25% of completed inspections per task order. Any quality control inspections that reveal inspection errors affecting the habitability repairs required call or cost differences that result in a award recoup or award supplemental payment.
C.9.14 PHOTOGRAPHS. Photographs shall be taken of the interior and/or exterior residential damage. One of the photographs shall be taken of the exterior of the applicant’s dwelling showing the house number or other identifiable feature and all additional photographs, not to exceed five (5), shall specifically be pictures that can be used to QC such key decisions as habitability repairs required. In the event there is no interior and/or exterior damage to the dwelling, at a minimum, a photograph of the interior and exterior dwelling is to be taken. The inspector shall include only items in the photographs that are typical of the inspection avoiding items of a personal nature such as jewelry, collections and other valuables that are not part of the FEMA program. For” No Contact” inspections, only exterior photographs shall be required. For “Inaccessible” inspections, only a single photograph of the barrier to access shall be required. NEMIS capability to handle the photographic storage for the short-term cannot accommodate storage implementation. The contractor shall store the photographs for FEMA. The photographs will be identified by the FEMA registration ID, archived by the contractor and available electronically 7 days following the completion of the inspection. The contractor will deliver to FEMA any requested photograph within 24 hours of the request. The image size, when viewed, shall be as close as possible to 4x6 inches. Compressed images are acceptable. The contractor will review the photographs taken to determine the photo quality and concurrence with the inspection photograph requirements. A summary of these reviews shall be included in the weekly report provided to FEMA. The summary shall include the registration numbers of photographs taken and/or archived and shall include comments on photo issues and actions taken to correct discrepancies and any other comments the contractor deems appropriate. Training, picture warehousing, camera logistics, purchase, inventory, tracking of photography equipment and transmitting archived picture data shall be the responsibility of the contractor. FEMA shall provide a minimum camera specification and cost schedule. FEMA will conduct an audit of this equipment annually. The maintenance of software required supporting the photography and peripheral equipment required such as USB connectors, memory cards, batteries and suggested manufactures instructions shall be the responsibility of the contractors.
C.9.15 CUSTOMER SERVICE The Customer shall insure that inspectors dress appropriately and present themselves in a professional manner at all times. FEMA will implement a Customer Service Survey. An independent FEMA Contractor will perform a random sampling of all applicants that the Contractor contacted, including “withdrawals”, during the course of activation. Survey forms will be distributed and results will be evaluated by FEMA, based on the Customer Survey scoring system used by the independent Customer Survey Contractor.
C.9.16 PRIORITY CASES Priority cases, identified by the PM, shall be completed and returned within 24 hours after the Contractor is notified of such priority. The Contractor shall include a report of all priority cases in the Operational Report. It is estimated that priority cases will comprise less than 5% of the inspections issued per disaster.
C.9.17 SITE INSPECTIONS and PRE-PLACEMENT INTERVIEWS The work is primarily for inspecting temporary disaster housing units such as manufactured homes, mobile homes, travel trailers, and/or other readily fabricated housing; and placement sites such as private, commercial and group sites. These tasks will not be performed for all disasters. These tasks are addressed via line items and are built into the inspection. To perform this job successfully, the requirements are representative of the knowledge, skill, and/or ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. The site inspector should have the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. The physical demands are representative of those that should be met by an employee to successfully perform the essential functions of this job. The inspector performing these tasks as part of the regular inspection can be expected to sit and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. C.9.18 REGISTRATION INTAKE REQUIREMENTS Registration Intake services shall be obtained by a written Task Order issued by the Contracting Officer. Applicants that cannot apply for assistance by dialing a 1-800 number may visit a DRC, JFO or other FEMA Individual Assistance facility to register for assistance and/or be assisted by a contracted inspector or qualified staff to take registrations on-site. This effort may require a maximum of 100 qualified RI staff at each assigned location to collect the applicant’s registration information for disaster assistance. The maximum number of locations for registration intake for a declared disaster may be 10. The number of disasters where this effort shall be required at the same time may be 5. The number of contracted staff, locations for this effort and disasters needing this effort shall be determined prior to the task order issue. The contracted RI staff shall use computers capable of network and wireless connectivity. Paper registration may be required if computer connectivity is not available. Registration intake activity may last for the entire activation period. The contract inspectors shall have access to WWW.FEMA.GOV web site to register the applicants on line. The task order period of performance shall be extended unilaterally by the Contracting Officer, as needed, until all registrations for a disaster are completed. The Contracting Officer shall notify the Contractor, in writing, when all registrations have been completed by the Contractor and accepted by FEMA. This notification will include the date and time of release, with a copy furnished to the PO and the PM.
C.10. STAFFING REQUIREMENTS. C.10.1 EMPLOYMENT ELIGIBILITY Contractor employees working on this contract must complete such forms and supply such information as maybe determined by the agency to be necessary for security or other reasons, including the conduct of background investigations to determine suitability/eligibility. The Contracting Officer may direct the contractor to exclude from working on this contract any employees found or deemed to be unsuitable or whose continued employment on the contract is deemed contrary to the public interest or inconsistent with the best interest of national security. The Contractor shall arrange with its employees for return to the COTR of any DHS or FEMA- issued identification badges that have either expired or have been collected from terminated or departing contractor employees.
C.11. REPORTS OF WORK. Each of the following reports, including updates, shall be provided to the PM, the COTR and the CS within the timeframe specified below for each report. C.11.1. INITIAL OPERATIONAL REPORT. The Contractor shall submit a written Initial Operational Report for each activation within 48 hours after the briefing.
C.11.1.1. Disaster Specific. Each operational report shall be tailored to the specific disaster activation. The report will address the contractors plan to overcome challenges associated with the task order. i.e. remote inspections, inaccessible roads, lack of rental cars, lack of logistic resources, use of paper inspections, etc. etc. C.11.1.2. Purpose. The Initial Operational Report will be used as a means of communication to assure that the Contractor understands all requirements pertaining to the disaster. It will demonstrate that the contractor is a problem solver by listing risks and challenges expected to be encountered along with the proposed solutions to overcome them. The FEMA PM will review the report and, within 24 hours, provide any concerns to the Contractor. All concerns will be discussed and resolved in a Partnering atmosphere.
C.11.1.3. Content. This report shall address the following issues: Background : To include the date of activation, counties declared and estimate number of inspections, based on independently acquired information (other than FEMA-provided), and a brief account of the Contractor’s briefing. Contractor Personnel assigned to the Task Order. Include experience, QC history and correction history, and anticipated daily production estimates. Inspector and QC Team Deployment: this is the actual number of inspectors and QC Teams that will have work assigned. Cultural Diversity of the inspectors specific to the Activation: Cultural diversity includes, but is not limited to, ethnic background, historical heritage, and religious tradition within geographical boundaries. Gender is not usually considered. Task Order staffing: Include a projected schedule for increasing/decreasing inspection personnel QC Teams to meet the demand of the volume and flow of new inspection assignments.
C.11.2. OPERATIONAL REPORT For each TO, the Contractor shall submit a written operations report within 14 days of the briefing for the disaster and bi-weekly thereafter. This report shall address the following issues:
C.11.2.1. Production Update, to include within a reporting matrix/ spreadsheet and a snapshot effect of: i. Active and released inspectors by ID number. ii. Date of last background check. iii. Number of QCs performed. iv. Each inspector’s average QC score as a result of quality control inspections completed over the previous 14 days to include the scores of both the first, second and subsequent QC activity. v. Number of QC inspections completed on inspectors falling below the quality score. vi. Data fields that describe the method of corrective action for the process and/or employee. vii. Number of FEMA corrections per inspector. viii. Number of No-Contacts per inspector. ix. Number of with-drawn per inspector. x. Number of inspection corrections per inspector xi. Corrective actions taken per inspector to include (yes/no/date), If yes – comment on actions taken. Include reason for release on released inspectors xi. Priority inspections completed
C.11.2.2. Provide information on inspection activity such as trends, special needs cases, issues encountered and suggestions to better the inspection operation based on field observations.
C.11.2.3. Operational Update to include results and impact of risks and challenges encountered and the successes or failures of the contractor’s problem solving attempts along with the revised solutions to overcome the failures. Included in the operational update are changes to any management plans, benefits expected as a result of these management plan changes and when implemented. The FEMA PM will review the report and, within 24 hours, provide any concerns to the Contractor. All concerns will be discussed and resolved in a Partnering atmosphere.
C.11.3. FINAL OPERATIONAL REPORT The Contractor shall submit, no later than thirty (30) days after release from a task order activation or completion of the last inspection, whichever occurs first, a written Final Operational Report that summarizes all operations reports for that task order. This report should be a summary of
C.11.2.1, C.11.2.2, and C.11.2.3. C.11.4. YEAR END MANAGEMENT REPORT The Contractor shall submit in July of each year, no later than the last day of the month, a written Year End Management Report that shall include assessing opportunities for improvement, changes to the management system, (including the management plans and quality objectives) and Government furnished property inventory (GFP).
C.11.4.1. The report shall include information on: i. results of lessons learned, ii. customer feedback, iii. process performance, iv. status of preventive and corrective actions as a result of lessons learned, v. follow-up actions from previous year end management reports, vi. improvement of the effectiveness of the contractor’s work plans and processes, vii. improvement of resources viii. trend analysis and changes that could affect the management system, and ix. recommendations for improvement.
C.12. PROJECT COMPLETION The task order period of performance shall be extended unilaterally by the Contracting Officer, as needed, until all inspections for a disaster are completed. The Contracting Officer shall notify the Contractor, in writing, when all assigned inspections have been completed by the Contractor and accepted by FEMA. This notification will include the date and time of release, with a copy furnished to the PO and the PM. Generally, such notice will be issued when the Inspection Management Activity Report (IMAR) “open” column goes to zero.
C.13. TECHNICAL ASSISTANCE The Contractor shall provide separately priced technical assistance, on an as needed basis. Services shall be obtained by a written Task Order issued by the Contracting Officer. Technical assistance shall be performed in disaster areas and shall include, but is not be limited to, delivering flyers, “Smart Cards” and Pre-Disaster Assessments. When services are needed, the government will forward to the contractor the Statement of Work (SOW) and a Request for Proposal. Work shall not commence until a task order is in place, unless a written Pre-Authorization Notice is issued by the Contracting Officer allowing work to begin immediately due to urgency. The contractor's proposal shall include itemized costs and a draft Work Plan. Proposed costs shall be negotiable and the Work Plan shall be subject to government approval. The Work Plan shall describe, in detail, the proposed process for implementing and fulfilling the government's requirement and shall include detailed staffing plans and performance dates, and specify deliverables, including reports and proposed methods for delivering materials, delivery dates and locations. In addition, the Work Plan shall specify quarterly cost estimates for the entire period of performance.
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