STATEMENT OF WORK. Emergency Roadside Assistance for various vehicles and trailers RFP : JBR17X002 NATO UNCLASSIFIED. Version 3

Transcription

1 STATEMENT OF WORK Emergency Roadside Assistance for various vehicles and trailers Version 3 10/01/2017 NATO Support and Procurement Agency SOUTHERN OPERATIONAL CENTRE L-8302 Capellen (G.-D. of Luxembourg) Internet: cp.fos.lg@nspa.nato.int Tel.: (+352)

2 AMENDMENT RECORD REVISION AMENDMENT PAGES DATE OF ISSUE REMARKS 1st issue 10 14/03/ nd issue 7 22/09/ rd issue 7 10/01/2017 Procurement inputs - 2 of 7 -

3 TABLE OF CONTENTS 1. General Requirements Project Objectives General Specifications Geographical locations - Fixed Environmental Protection and Health and Safety Specific Requirements Description List of Services Management Project Management Point of Contact (POC) Reporting Meetings... 7 Annex : Annex A Annex B Fleet List Step-by-Step process - 3 of 7 -

4 1. General Requirements 1.1. Project Objectives This Statement of Work (SOW) defines the Contractor s responsibilities for the delivery of emergency roadside assistance to the various types of vehicles and trailers owned by NATO or other entities General Specifications The Contractor shall provide 24/7 emergency roadside assistance to any asset of vehicles and/or trailers, which is covered with this SOW, in response to on call request from military unit Point of Contact (POC) The Contractor shall possess an organizational network or partnership capable of providing coverage within requested geographical locations, on a timely basis The Contractor shall provide the management and resources necessary to execute and sustain all required tasks and contractual requirements as described in this SOW The Contractor shall perform all requests received from NATO military unit(s) in a workmanlike, professional, safe, competent and reasonable manner Geographical locations - Fixed The geographic area for this work will encompass all European countries including the whole territory of Turkey Environmental Protection and Health and Safety The Contractor must ensure that each of his subcontractor takes all reasonable and practical measures to protect the public and his own employees against accidents, and to safeguard the environment, by applying the best practices available in that field. - 4 of 7 -

5 2. Specific Requirements 2.1. Description The Contractor shall provide emergency roadside assistance for vehicles and trailers during the movement of NATO units from any garrison and/or the deployed location to another location within the geographic area described at paragraph The Contractor shall perform the services as detailed under below paragraph 2.2 List of services on a 24/7 requirement The existing fleet list is detailed in Annex A. NSPA will provide an amended list whenever a change occurs The Step-by-Step process is explained in Annex B A maximum of 5 minutes response time to on-call requests by an authorized military unit POC is requested List of Services /7 telephone assistance: The Contractor shall provide a toll-free roadside assistance number all the year round The telephone assistance operator shall speak English (level 3 according to STANAG 6001) During normal business hours (08:00-18:00), based on the military unit POC request, the Contractor shall send the appropriate intervention/recovery team within 60 minutes of receiving the call. After hours, on weekends, and holidays, an intervention team shall be dispatched to respond to a call for service within 90 minutes A road assistance service calls logbook shall be provided to NSPA upon request This service will be covered by Fleet Card fee together with up to 1 to 3 times free towing services per year within 80 km from the point of disablement Towing: The military unit calling the road assistance service will decide where the vehicle(s)/trailer(s) shall be towed to Upon receiving an activation phone call (the details of the method of authentication to be agreed between the Contractor and NSPA), the Contractor shall be responsible for towing the vehicle(s) up to 500 km in any direction from point of break down or from the deployed location as per the military unit calling the road assistance service request to; Nearest qualified repair workshop Back to military base Final destination The Contractor shall seek for NSPA authorization (the details of the method of authentication to be agreed between the Contractor and NSPA) in case of responding any request from military unit calling the road assistance service for towing the vehicle excess distance above 500 km Depending on the type of the Fleet card up to 1 to 3 times, the Contractor shall allow 80 kilometer free mileage on per trip from the point of break down to the requested - 5 of 7 -

6 location and quote a rate per kilometer in excess of the free kilometers. The Contractor will invoice NSPA for extra mileage incurred over the approved maximum mileage allowed No parking charges or re-hook-up fees will be allowed before the vehicle is towed to the desired location as requested by military unit calling the road assistance service The Contractor shall recover or winch the vehicle(s)/trailer(s) when it can be safely reached from a normally traveled road or established thoroughfare If special and/or additional resources such as more than standard towing equipment (crane, any other type of Material Handling Equipment), or more than described manpower for standard towing services are required, the associated cost will be borne by NSPA provided that prior authorization (the details of the method of authentication to be agreed between the Contractor and NSPA) is granted to this end The assigned staff from military unit will accompany towing. In the event of no available seat for the staff in the tow truck, the Contractor shall arrange a taxi or any other mean of transportation at his expense The Contractor shall be responsible for any and all damage caused during towing. The Contractor shall inspect the vehicle, note any damage on it before towing, and have the inspection report counter-signed by the military unit The Contractor shall provide to the military unit calling the road assistance service the recovery truck driver cell phone number after initial telephone call, which shall make him available for contact by military unit. All cell phone usage charges (including text messages) shall be the expense of the Contractor. The recovery truck driver shall comply with all laws relating to cell phone usage while operating a motor vehicle and shall only receive or make cell phone calls when it is safe to legally do so Change or Repair of Flat Tire The Contractor shall provide flat tire repair service including changing a flat tire when provided by the military unit In the event that the weight of the wheel and tire assembly is beyond the safe lifting capacity of a standard manpower provided for this service, NSPA will reimburse the cost of additional resources provided that prior authorization is granted The Contractor shall provide all necessary special tools and equipment like jack, wheel brace etc required in the performance of the work If a spare wheel is unavailable or flat tire can t be repaired on site, the Contractor shall tow the vehicle as per the paragraph of this SOW Battery Change In the event of a flat battery, the Contractor shall provide a jump-start and where required change the battery if provided by military unit Fuel Service If the vehicle covered with this SOW is immobile as it runs out of fuel the Contractor shall provide up to 40 liter unleaded gasoline or diesel fuel to enable the vehicle reaches nearest gas stations Military unit holding fleet card, is the only authorized individuals to call and ask for fuel services from the Contractor. - 6 of 7 -

7 3. Management 3.1. Project Management Point of Contact (POC) The Contractor shall appoint a Project Manager to be reachable during normal business hours (08:00 18:00) and who will take responsibility of the project if awarded by NSPA. The name of Project Manager, and an alternate or alternates who shall act for the Contractor when the manager is absent, shall be designated in writing to NSPA The contract manager or alternate shall have full authority to act for the Contractor on all contract matters relating to daily operation of this contract unless specifically agreed to by both parties The contract manager involved in direct communication with NSPA shall be proficient in English (level 3 according to STANAG 6001) The Contractor is required to notify the NSPA Procurement Officer within 24 hours should a change of assignment occurs Reporting Once a vehicle/trailer is recovered by the Contractor, NSPA shall be informed not later than 1 working day after recovery occurred The Contractor shall furnish NSPA with quarterly management reports in English (level 3 according to STANAG 6001). The format will be later developed by NSPA and the Contractor Report Delivery. The Contractor shall provide reports electronically via to the NSPA technical officer Reporting Dates. The Contractor shall submit the quarterly reports by the one week prior to the thirtieth (30 th ) day of the month following the last month of the applicable reporting period. For the purposes of this Price Agreement, quarters end March 24, June 23, September 23, and December Meetings At its own expense, the Contractor shall participate, if so required by NSPA, in meetings that may be held at the Contractor s facilities or at a sub-contractor s facilities, at the NSPA or at the customer s facilities. However, telephone, , and video conferencing, if available, will be maximized. Note that NSPA uses a TANBERG Video Conferencing System. - 7 of 7 -