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PERFORMANCE WORK STATEMENT (PWS)

NATIONAL GUARD BUREAU 

Strength Maintenance Division Select Internet Services 

PERFORMANCE WORK STATEMENT (PWS) 

1. SCOPE 

1.1. Background: This Performance Work Statement (PWS) establishes the requirements and 

defines the responsibilities for a Contractor to provide for the continuation of current Internet 

services. Upon being awarded this contact, The Contractor must have all of the required 

personnel in place to continue performing daily operations and development on the Army 

National Guard, Strength Maintenance Division (NGB-ASM) Web Sites. This services includes 

but is not limited to:

1.1.1. Web Site Design and Maintenance

1.1.2. Web Content Development and Management

1.1.3. Web Hosting and Monitoring Services

1.1.4. Web Site Daily Operations

1.1.5. Web-based Applications Design, Development and Implementation

1.1.6. Real time Web conferencing and Web training

1.1.7. Hardware Analysis

1.1.8. Web Site Analysis

1.1.9. Business Process Improvement Studies

1.1.10. Statistical Analysis of Collected Data 

1.1.11. Database Interfaces (web crawler utilities) 

1.1.12. Dedicated Enterprise Information Distribution 

1.1.13. Archival and access capability for all specified documents. 

1.2. Contract Administration: The Government intends to award a Time-and-Material (T&M) contract. The 

contract will consist of a primary contract line item (CLIN) for labor and a secondary reimbursable CLIN 

for Other Direct Charges (ODCs) such as hosting and monitoring services. The Government intends to 

award a contract for a period of one year with one one-year option periods. The Government-contracting 

officer will appoint a contracting officer’s representative (COR) to monitor the day-to-day performance 

under the contract. This requirement falls under the North American Industry Classification System 

(NAICS) code 541513, Computer Facilities Management Services. 

1.2.1 Socio-economic Considerations: This procurement is being conducted using GSA 8(a) STARS 

Government-wide Acquisition Contract (GWAC). The Government intends to award a task order to 

the Contractor whose task order proposal is identified as offering best value solution. 

1.3. Period of Performance: The period of performance for this requirement will begin on February 21, 

2008; Dates will be finalized at time of award. The periods of performance for this task order will be 12 

months 

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1.3.1.1. Man-hour Summary: Personnel requirements are as follows: 

1. Internet Program Manager 

2. Two – Graphics Artists 

3. Two – Lead Web Developers 

4. Four – Internet Web Developers 

5. Two – Internet Art Directors 

6. Trainer &Senior Technical Writer 

7. GIS Engineer/Senior Web Developer 

8. Two – Business Process Re-Engineers 

9. One – Network Engineer

10. One – Senior Programmer. 

 

All other personnel requirements required to design/redesign and sustain the web sites shall be contracted 

on “as needed” basis. Key Personnel are the following: 

 Internet Program Manager 

 Lead Web Developers 

 Network System Configuration Engineer 

 GIS Engineer/Web Developer

2. REQUIREMENTS

2.1. Place/Hours of Performance: Accomplishment of the tasks under this contract shall be at the primary 

and alternate locations listed below. The contractor shall work an average of 40 hours a week for the 

duration of the contract. The contractor shall normally perform the tasks during regular working hours, 

Monday through Friday from 0800 to 1700 with one hour for lunch, and as required when traveling offsite for temporary duty. However, the contractor has the flexibility to operate under an alternate work 

schedule as long as two conditions are met. First, the Government COR must approve any alternate work 

schedule. Second, the total time worked must average out to 40 hours a week for the full-time support 

position. 

2.1.1. Primary Location of Performance (Government-Provided and Furnished): 

EBS Project Office 

2001 Jefferson Davis Highway, Suite 610 

Arlington, Virginia 22202 

2.1.2. Alternate Location(s) of Performance: 

2.1.2.1 Training or conference locations as dictated by the Government COR

2.1.2.2 Contractor employee place of residence if authorized by COR 

2.2. Support Requirement Detailed Descriptions: 

2.2.1. Provide qualified personnel to meet ARNG Internet Services Program requirements. The contractor shall 

provide personnel with technical expertise in the following range of specialized programming disciplines 

and software applications (latest versions).

2.2.2. Upon being awarded the contract, assume responsibility for the daily operations of the 

www.VirtualArmory.com and additional sites as directed by NGB-ASM leadership. The contractor shall be 

responsible for comprehensive web site activities, including, but not be limited to: Domain and SSL certificate 

registrations, Hosting, security, and active monitoring, Adding, updating, and removing content areas/web 

applications, Monitoring and maintaining network infrastructure, web servers/services, internet applications and 

application servers, file servers and database servers (i.e., when necessary load new software, service packs, 

patches, etc.). 

.

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2.2.3. Continuously develop redesign and enhancement proposals. At a minimum, the redesign and 

enhancement proposals must meet the existing website functionality. 

2.2.4. Provide on-going services consisting of, but not be limited to, the following: 

(a) Ensuring the web sites meet DOD security standards. 

(b) Ensuring creative strategy will be consistent with approved campaign strategy or as identified by the 

Government. 

(c) Ensuring public web sites are registered with the most popular search engines to increase visibility. 

 (d) Ensuring that web applications are scalable to meet the future needs of the ARNG. 

 (e) Maintaining continuous communications with all approved content providers. 

 (f) Ensuring that all content areas and web applications are updated in a timely manner (see Service 

Objectives and Thresholds section of this PWS) 

 (g) Planning, coordinating, and conducting web site usability studies. 

(h) Arranging, as needed, training opportunities for ARNG personnel to include, but shall not be limited 

to, computer training, seminars, conferences on emerging technologies and all other related subjects. 

(i) Exploring, and synchronizing with the appropriate web site, all Internet advertising 

 

2.2.5. Description of Services:

 (a) Function – Customer Interface 

 Scope – Respond to customer e-mail or phone inquiries. 

 Task – Monitor and answer inquiries. 

 Standard – Respond to customer inquiries within 24 hours and maintain copies of help desk 

 questions – include the most frequently asked questions on the FAQs portion of the website (s) 

 Workload –Perform daily. 

 (b) Function -- Hypertext Markup Language (HTML) maintenance.

 Scope – Ensure that HTML coding receives periodic maintenance. 

Task -- Update HTML files 

Standard – Comply with Web Policy Letter and instructions from ARNG project officer. 

Workload –Perform daily. 

 (c) Function – Web Site Content Development.

 Scope – Develop web site content in response to guidance from the Army National Guard. 

Task – Provide ideas on how to improve productivity and increase the performance of the Virtual Armory. 

 Standard –Comply with written or verbal instructions from the ARNG project officer. 

Workload – Perform as needed. 

 (d) Function -- Hypertext Markup Language (HTML) development

Scope – Ensure that web sites contain HTML coding that conforms to ARNG standards, accessible to 

contractor, for font size, framing and color. 

 Task -- Write HTML code. 

 Standard – Comply with Web Policy Letter and instructions from the ARNG project officer. 

 Workload – Perform as needed. 

 (e) Function – Web-based Application Design, Development, and Implementation

 Scope –Based on requirements from customers, Business Process Improvement Study, Strategic Plan, etc., 

design, develop, test, and implement web-based applications. 

 Task – Update existing applications or design and develop new ones, to include personnel and/or web 

based training as directed. 

 Standard – Comply with instructions from the ARNG project officer. 

 Workload – Perform as needed. 

 (f) Function – Web site security management

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 Scope – Ensure that the web sites conform to accepted security practices. 

 Task - Maintain security system to authenticate individuals upon login and grant them access based upon 

user and group permissions. 

 Standard – Comply with DoD, DA and NGB directives, regulations and policies with guidance from 

ARNG project officer. 

 Workload – As needed 

 (g) Function – Hardware analysis.

 Scope – Ensure that servers operate with optimum efficiency. 

 Task -- Monitor and maintain application, load balancing, mirror, and database servers. When necessary, 

load new software, service packs, patches, etc. 

 Standard – Comply with guidance from the ARNG project officer. 

 Workload – Perform as directed. 

 (h) Function – Web site analysis.

 Scope --Ensure that web sites operate with optimum performance and, when necessary, recommend life 

cycle changes and upgrades. 

 Task – Monitor site information, including links, to ensure timeliness, accuracy and security. 

 Standard – Coordinate with designated the ARNG project officer. 

Workload – Perform monthly. 

(i) Function – Business Process Improvement Study

Scope -- Conduct a Business Process Improvement Study of NGB-ASM to find ways to improve business 

operations to increase efficiency, productivity, etc. 

Task – Conduct an “As-Is”, “To-Be”, Gap Analysis, etc. and Prepare Five-Year Strategic Plan of NGBASM 

Standard - Comply with guidance from the ARNG project officer. 

Workload – Perform as directed. 

(j) Function – Database Interfaces (web crawler utilities)

Scope -- Currently data processed through ASM has to be loaded to specific Virtual Armory applications, 

thereby causing a delay on the instantaneous availability of this data to ASM users. This process does not 

allow for real-time or near real time data availability for ASM’s decision making efforts. 

Task – This will involve researching and identifying internal databases and external database interfaces 

(DARTS, ARISS, etc.), designing and developing methods to integrate databases and validate data 

elements for near real-time solutions for the client. This will be done on an application based priority and 

will be approved by the COR. 

Standard - Standards will be built and written to ensure that all methods used are documented as per DoD 

database standards and IT standards. 

Workload – As needed and authorized by the Virtual Armory (VA) COR. 

(k) Function – Statistical Analysis of Collected Data

Scope -- Perform statistical analysis from data gathered through online surveys or supplied data to identify 

targeted market segments as identified by Guard leadership. 

Task – Analyze and cross-reference survey data and build graphical models indicating high-concentration 

area of designated target markets. 

Standard - Comply with guidance from Guard leadership as directed by VA COR 

Workload – As needed and authorized by the VA COR subject to availability of resources. 

(l) Function – Dedicated Enterprise Information Distribution

Scope -- Build internal and external interfaces introducing Enterprise Distribution solutions to serve a 

larger audience within the National Guard community. 

Task – Gather requirements, identify applicability and build inter-operable interface systems that would 

validate and centralize data that can be commonly used by various divisions under the National Guard 

community to improve efficiency and standardize organizational processes. 

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Standard - Comply with direction from ARNG ASM COR 

Workload – Perform as needed. 

(m) Function – Real time Web conferencing and Web training

Scope - On demand Web conferencing to share documents, make presentations, collaborate and train with 

NGB field personnel. 

Task –.Set up, facilitate, deliver, and record interactive web training and conferencing for up to 100 

attendees. 

Standard - Comply with direction from ARNG ASM COR/PM 

Workload – Perform as required. 

(n) Function – Archival and access capability for all specified documents.

Scope -- Provide Virtual Armory members open access and archival of NGB documents. 

Task – Develop processes and procedures to implement the posting of NGB documentation to a database 

server available for access to National Guard personnel. 

Standard - Comply with direction from ARNG ASM COR/PM 

Workload – Perform as required. 

2.3. Performance Terms:

2.3.1. Administration: Contractor should prepare semi-monthly time sheets for hours worked. Contractor 

should prepare a monthly invoice for Government billing. 

2.3.2. Personnel Management: The Government’s COR is responsible for the review, approval, and final 

acceptance of efforts accomplished under this task order. The contractor shall perform the required 

tasks within the scope of the contract and under appropriate supervision from his/her parent 

organization. Contractor should ensure that all employees assigned to this contract are aware of and 

conform to the terms of performance under this PWS. 

2.3.3. Work Schedules: The contractor shall work standard, normal, and defined schedules consistent with 

the standard and/or flex work schedule of the offices and activities supported. Core support help desk 

hours are described in paragraph 2.1. Contractor must provide 30 days notice for any vacation 

absences taken by the primary employee assigned for site coverage. 

2.3.4. Contractor Employee Training: The contractor shall ensure that employees stay proficient and 

current in their area(s) of responsibilities at no additional cost to the Government unless training is 

provided as indicated below. The Government will provide the following training as required: 

facility fire/evacuation drill exercises, personal protective equipment training, and any formal 

Government specific training. 

2.4. Contractor Employee Requirements:

2.4.1. Relationships & Supervision: The contractor shall not provide direction or otherwise interject into 

Government/system contractor/subcontractor relationships. Contractor personnel shall not directly 

supervise Government personnel. 

2.4.2. Appropriate Personnel: The contractor shall not employ persons for work on this contract if such 

employee is considered by the contracting officer to be a potential threat to the health, safety, 

security, general wellbeing or operational mission of the installation and its population. 

2.4.3. Appearance & Conduct: Contractor personnel shall present a neat appearance and be easily 

recognized as contractor employees. FAR 37-114(c) requires contractor personnel to attend meetings, 

answer phones, and work in other situations where their status is not obvious are to be clearly 

identified as contractor personnel to avoid creating the impression that they are Government officials. 

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2.4.4. Education, Experience & Certification Requirements: The contractor shall provide as a minimum 

the following qualifications and certifications. Must possess strong interpersonal, organizational, and 

communication skills (oral and written). The senior technician must possess a Bachelors degree 

and/or five (5) years experience in the analysis and design of complex network systems; two (2) years 

must have been Windows experience; one (1) year experience in the design and development of 

communications system software modules. The junior technician must possess a Bachelors degree 

and/or two (2) years experience in an IT-related field. Equal substitution of work experience and 

formal post high school education is interchangeable on a year-for-year basis. Contractor must make 

sure that the assigned employee is either a Windows Certified Network Engineer or actively 

participating in the program. The individual must be CISCO certified and the certification must be 

kept current and up-to-date. One year of Microsoft Exchange experience is a must. The employee’s 

experience level shall be reasonably sufficient to provide expert IT and network services in the areas 

identified within this PWS. 

2.4.5. Conflict Of Interest: The contractor shall not employ any person who is an employee of the U.S. 

Government if employing that person would create a conflict of interest. 

3. Quality Control: Contractor shall develop and maintain a quality program to ensure services are performed in 

accordance with commonly accepted commercial practices. Contractor shall develop and implement 

procedures to identify, prevent, and ensure non-recurrence of defective services. As a minimum, the 

contractor shall develop quality control procedures that address the areas identified in paragraph 7.8, Service 

Delivery Summary. 

4. Security 

4.1. Security Clearance: Security Clearances are not required under this contract. 

4.2. Information Handling: All information concerning the Government’s data center and operations 

obtained by or provided to the contractor during or in support of this PWS will be considered for official 

use only, except where otherwise classified and shall be managed accordingly. 

4.3. Personnel Security: The contractor shall observe and comply with the security provisions in effect at 

NGB facilities. The contractor’s Facility Security Officer (FSO) will provide a current visit notification to 

NGB-ASM prior to in-processing. When the contractor reports for duty to NGB-ASM, he or she is 

required to comply with all in and out processing requirements, including completion of the Electronic 

Personnel Security Questionnaire SF85P and SF85P-S worksheet unless the contractor already has a 

security clearance. If the contractor has a current security clearance or had a DoD security clearance prior 

to current employment, that shall be noted in the visit notification. The contractor shall wear and display 

required identification badges at all times while on the installation. 

The contractor shall be responsible for safeguarding all Government property provided for contractor use. 

The contractor shall, at a minimum, conform to the provisions of AFI 31-101, for safeguarding the 

Government-furnished facilities and materials contained therein. The contractor shall ensure that all lock 

and cipher combinations are not revealed to unauthorized persons. The contractor shall prohibit the 

opening of locked areas by contractor employees to permit entrance of persons other than the Government 

employees or contractor’s employees engaged in the performance of assigned work in those areas, or 

visiting personnel authorized entrance by the Contracting Officer or the COR. Contractor personnel must 

escort any visiting personnel performing work in the controlled area, unless they possess prior approved 

access to the area. 

4.4. General Security Requirements Classification: Services required under this Contract will be restricted 

to Secret, Confidential, Unclassified and Sensitive Unclassified Data to include Law Enforcement Agency 

(LEA) Sensitive. Records generated by the Contractor shall be property of the Government upon 

completion of the Contract. During Contract performance, all records will be maintained in accordance 

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with applicable guidance and regulatory material of the Department of Defense. Records shall not be 

disseminated, destroyed, or otherwise disposed of without prior written consent of the COR. 

4.5. Network Security Assistance: The Contractor shall perform network password administration, create 

user accounts, validate terminal configurations, and perform audits and audit follow-up actions as 

required. 

4.6. Access Control: Contractor responsibilities include maintaining access controls, reporting security 

breaches, distributing security information, and examining security logs generated by the network 

operating system and by firewall reporting facilities to assure the confidentiality, integrity, and availability 

of NGB J3-CD communications systems and the information contained therein. 

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5. Government-Furnished Property & Services 

5.1. General: The Government will provide the equipment and services identified below. Material and 

facility space will be provided as indicated in this section. All such equipment and materials shall remain 

at the Government facility unless an individual(s) in support of this task order signs it out. The 

Government reserves the right to change, alter, and/or modify the facilities. The Government will also 

provide access to the infrastructure and all related network and computer devices, as well as operator 

consoles, required to perform the work described in this PWS. 

5.2. Government-Furnished Property 

5.2.1. Access: The Government will provide necessary, available, and reasonable access to personnel. All 

contacts with Government organizations and contractor personnel outside NGB-CD shall be coordinated 

through NGB-ASM. 

5.2.2. Facilities: The Government will make office space available for contractor operations. The facility office 

space to be provided will be as designated in Section 2.1.1. However, the Government reserves the right to 

assign equivalent space in alternate Government owned or leased buildings. The facilities will be shared 

with Government personnel assigned to NGB-ASM and may be shared with other contractor and/or 

Government personnel as well. 

5.3. Government Furnished Equipment: The Government will provide the contractor standard office and 

computer equipment including copy machines, facsimile machines, telephones, PCs, mobile 

communication devices and printers and related peripheral devices as required. The Government will 

provide required office stations and provide ancillary office furniture such as file cabinets, bookcases, 

storage cabinets, and tables. 

5.4. Government Furnished Materials: The Government will furnish administrative/office supplies required 

for the performance of this task order to include, but not necessarily be limited to, paper, pens, pencils, 

ink, markers, paper clips, tape, staples, file cards, folders, computer disks, compact disks (CDs), and 

copier, printer, and fax equipment/supplies (including paper, printer cartridges, and toner). 

5.5. Government-Furnished Records, Files, Documents, & Work Papers: The Government will provide 

the contractor copies of, or access to, required directives, publications, specifications, data and 

documentation, as required to support this contract. All records, files, documents, and work papers 

provided by the Government or generated in support of this contract are Government property. 

5.6. Government-Furnished Software: The Government will provide the COTS software necessary for 

performance of this task. The Government will also provide maintenance for most, but not all, of said 

software. 

5.7. Government-Furnished Services 

5.7.1. Internet & E-Mail Access: The Government will provide to the contractor access to e mail and 

access to the Internet in support of the PWS. 

5.7.2. Postal Or Facility Distribution: The Government will provide mail distribution via the interoffice 

method for official Government mail matter only, as required under the terms of this contract. 

5.7.3. Telephones: The Government will provide telephones and service to include consolidated unsecured 

voice, dial-up switched communication service, Defense Switched Network (DSN) and commercial 

long-distance access. The contractor shall comply with the provisions of all NGB and other 

applicable directives. 

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6. Contractor Travel: The Contractor may be required to attend meetings, conferences, etc. at locations outside 

the NGB-ASM primary location.

6.1. There will be a minimum support requirement for travel twice a year to support a computer lab classroom 

at various locations throughout the United States. This will include set up of all computers, one for each 

participant; setting up of the wireless network connection in coordination with the Hotel or Conference 

Center support staff; and any additional site specific IT requirements. Individual will be responsible for 

the shipping of all equipment to and from training location. On-site network and IT support is also 

required while training is being conducted. 

6.2. Contractor will make all travel arrangements for their assigned employees. Once travel has been 

completed and all expenses paid, the company will submit an original itemized invoice against the 

contract ODC CLIN to the COR for certification and payment. Actual travel expenses will be limited to 

those covered by Government Travel Regulations (JFTR). TDY costs will be reimbursable with a dollar 

threshold ceiling as indicated on the contract ODC CLIN. Travel within 25 miles of NGB Headquarters, 

in performance of this PWS, shall be included in the contractor’s price. 

7. Deliverables 

7.1. Monthly Status Report: The Contractor shall provide a Weekly Status Report to the COR. The report 

shall include the following information: (1) summarized activities for the preceding monthly period, a 

description of any problems encountered, and, if appropriate, any problems anticipated during the next 

reporting period; (2) list of all open and completed Work Orders; (3) a summary of any actions required of 

the Government. 

7.2. Deliverables shall include, but shall not be limited to, the following:

 (a) Proposals 

 (b) Performance reports 

 (c) Project timetables 

 (d) Progress reports 

 (e) Analysis reports 

 (f) Usability studies 

 (g) Staff workload reports 

 (h) HTML code 

 (i) Graphic artwork in its original format 

 (j) Government owned hardware/software inventory 

 (k) Licensing hardware/software report 

 (l) Print ads and poster related promotions for the web sites

 (m) Flow diagram for each web site 

 (n) CD-ROM with the completed HTML code, original images, and all related web applications for each 

web site and all associated advertising products. 

 (o) Business Process Improvement Recommendations Report 

 (p) Five-year Strategic Plan for Virtual Armory 

7.3. Hosting hardware and software: The hosting section of the proposal must include all the hardware and 

software costs required to make the web servers operational. The Government requires that all hosting 

hardware and software be upgraded to meet or exceed the current commercial standards. The following 

items must be included in the hosting section on the proposal, but not limited to: 

 

(a) Current hosting architecture. The following items must be included in the current hosting architecture 

documentation: 

 Hosting architecture diagram 

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 Function of each computer (web server, database server, etc...) 

 Hardware specifications of each computer 

 Software load on each machine 

 Status of each machine – managed or co-located 

 Costs associated with each machine, must include all hardware, software, and 

leased/purchased. 

 

(b) Proposed hosting architecture. The following items must be included in the proposed hosting 

architecture documentation: 

 Hosting architecture diagram 

 Function of each computer (web server, database server, etc...) 

 Hardware specifications of each computer 

 Software load on each machine 

 Costs associated with each machine, must include all hardware, software, and 

leased/purchased. 

(c) Hosting facility - must include all the services provided by the hosting facility and their associated 

costs.

7.4. SERVICE DELIVERY OBJECTIVES AND THRESHOLDS 

Performance Objective PWS Para. Performance Threshold 

1 Respond to customer inquiries within 24 hours and 

maintain copies of help desk 

2.2.5 a Perform required activities so that no more 

than 1 formal, written customer complaint is 

lodged per month. 

2 Comply with Web Policy Letter and instructions from 

ARNG project officer 

2.2.5 b Perform functions so that web site is updated 

as requested. No more than 4 formal, written 

customer complaints lodged per quarter. 

3. Comply with written or verbal instructions from the 

ARNG project officer. 

2.2.5 c Perform functions so that web site is updated 

as requested. No more than 4 formal, written 

customer complaints lodged per quarter. 

4. Comply with Web Policy Letter and instructions from the 

ARNG project officer. 

2.2.5 d Perform functions so that web site is updated 

as requested. No more than 4 formal, written 

customer complaints lodged per quarter. 

5. Comply with instructions from the ARNG project officer. 2.2.5 e Perform Q/A assessments to ensure web site 

requirements are developed and implemented 

as requested. No more than 2 formal, written 

customer complaints lodged per quarter. 

6. Comply with DoD, DA and NGB directives, regulations 

and policies with guidance from ARNG project officer. 

2.2.5 f Perform required activities so that no more 

than 1 formal, written customer complaint is 

lodged per month. 

7. Comply with guidance from the ARNG project officer 2.2.5 g Perform required activities so that web site is 

up 99.9% of the time and the servers are 

updated with latest software releases. 

8. Comply with guidance from the ARNG project officer 2.2.5 h Perform required activities to complete 

Strategic Plan. Assist in obtaining 

management’s approval. 

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8. COGNIZANT OFFICE(S) 

Contracting Officer: 

 Phone: 703-607-1258 

Fax: 703-607-0983 

Email: 

Primary Contracting Officer’s Representative (COR): 

Phone: 703 607-2997 

Fax: 703 607-0357 

Email: 

(b) (6)(b) (6) (b) (6)(b) (6)

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