USARC DEERS Support Services

Solicitation / RFP / RFQ

This is a presolicitation notice for DEERS Support Services for the United States Army Reserve Command (USARC). The requirement involves supporting Identification Card Offices (ICOs) across thirty-three (33) CONUS and OCONUS locations. The primary responsibility is to provide personnel for issuing, updating, and verifying eligibility for Department of Defense (DoD) identification cards, including Common Access Cards (CAC), through the DEERS system.

• Personnel services for issuing, updating, and verifying eligibility for DoD ID cards (including CAC).

• Support for 33 ICO locations, CONUS and OCONUS.

• This will be a 100% Service-Disabled Veteran Owned Small Business (SDVOSB) set-aside.

• The Government intends to award a Firm Fixed Price (FFP) contract.

• Period of Performance: Base year (06 August 2026 - 05 July 2027), two (2) one-year options, and a thirty (30) day phase-in beginning 06 July 2026.

• This notice does NOT constitute the Request for Proposal (RFP).

• The RFP is expected to be posted on or about 15 May 2026.

• The RFP and any amendments will be posted on Contract Opportunities (sam.gov).

• No paper copies will be issued; interested parties must regularly check sam.gov for updates.

• 100% Service-Disabled Veteran Owned Small Business (SDVOSB) set-aside.

• Offerors must represent in good faith that they are a small business vendor per FAR 19.301.

• Offerors must have a Commercial and Government Entity Code (CAGE Code).

• Offerors must be registered in the System of Award Management (SAM) at www.sam.gov.

• NAICS Code: 561110

• Small Business Size Standard: $12.5M

• Sarah Jacques, Contract Specialist (Sarah.k.jacques.civ@army.mil)

• Casey Cambrin, Contracting Officer (Casey.n.cambrin.civ@army.mil)

Form / Attachment / Pricing Sheet

This document, "RAPIDS Certification Training Matrix," outlines the various training courses available for the RAPIDS system, including those for Verifying Officials and Site Security Managers (SSMs). It details the course name, estimated duration, and whether the course is required for SSMs, and if it is applicable to SSMs and Verifying Officials (VO).

• Verifying Official Courses: Includes "RAPIDS Certification Introduction and DoD ID Card Policy" and "RAPIDS 7 Basics for Verifying Officials and Site Security Managers." Also includes courses for familiarization with Desktop and Deployable Workstations.
• SSM Courses: Includes "RAPIDS 7 for Site Security Managers," "Site Security Manager Roles and Responsibilities," and "Site Security Manager DMDC Security Online." Additionally, there are courses for sending SSM Deployable Certification and SSM Desktop Certification.
• Course Applicability: Indicates which roles (SSM, VO) are required or recommended to take each course, with checkmarks denoting applicability.

This matrix is relevant to bidders as it specifies the required or recommended training for personnel who will be operating or managing the RAPIDS system. Understanding these training requirements can inform staffing decisions and the overall approach to fulfilling personnel qualifications for the opportunity.

Statement of Work (SOW) / Performance Work Statement (PWS)

This Performance Work Statement (PWS) outlines the requirements for providing administrative support services for the US Army Reserve Command (USARC) DEERS/RAPIDS Identification Card Offices (ICOs). The primary goal is to ensure the efficient and accurate issuance of identification cards (ID cards), including Common Access Cards (CACs) with Public Key Infrastructure (PKI), to eligible recipients worldwide.

• Provide personnel to staff designated ICOs during operating hours.

• Process identification issuance requests and support the government's issuance of identification badges for building and system access.

• Manage site cardstock, supplies, and equipment to ensure uninterrupted service.

• Operate DEERS/RAPIDS systems, verify eligibility, and maintain electronic and paper records.

• Ensure compliance with relevant regulations (e.g., AR 600-8-14, 32 CFR PART 161, DODI 1000.13).

• Provide Site Security Manager (SSM) and Verifying Official (VO) support.

• Develop and maintain customer service handouts, standard operating procedures (SOPs), and continuity books.

• Provide program management support, including daily email updates on high-visibility issues and participation in the Common Access Card Mobile Assistance Team (CACMAT).

• Maintain a high level of customer service.

• Ensure compliance with card issuance regulations.

• Achieve quality control evaluations of programs and efforts.

• Complete 85% of DEERS/RAPIDS inputs and updates within 15 minutes of customer arrival.

• Perform verification tasks with 100% accuracy.

• Maintain a workforce for uninterrupted performance.

• Adhere to specific reporting requirements (weekly and monthly reports, customer complaint processing).

• Period of Performance: 12-month base period with two (2) 12-month option periods. Includes a 60-day entrance transition period.

• Place of Performance: Continental United States (CONUS), Puerto Rico, American Samoa, and Saipan at designated ICOs.

• Security Clearances: NACI Tier 1 required; Tier III Secret Clearance for personnel at USARC G-1.

• Personnel must obtain a DoD CAC and potentially a USARC Access Badge.

• Extensive training requirements including Antiterrorism, OPSEC, Cyber Awareness, CUI, CTIP, SAPR/SHARP, TARP, iWATCH, and RAPIDS certification.

• Contractor personnel must be U.S. citizens unless specific exceptions are approved.

• Key Personnel: Program Manager (PM) and Regional Manager (RM) are required.

• Quality Control: Contractor must develop and implement a written Quality Control Plan (QCP).

Form / Attachment / Pricing Sheet

This document, "Technical Exhibit 8 - List of Wage Determinations.xlsx", provides a list of applicable wage determinations for various locations. Bidders should use this information to understand the minimum wage requirements for labor categories that may be involved in performing work under this contract at the specified sites.

• Name of Site: Identifies the specific facility or location.
• Address, City, State, County: Geographic details of the site.
• Wage Determination: The specific WD number applicable to the site.
• Revision No. & Date of Last Revision: Indicates the most current version of the wage determination.

This exhibit is crucial for bidders to accurately estimate labor costs and ensure compliance with federal labor laws. It specifies the prevailing wage rates required for different job classifications at various Army Reserve and ID Card Facility locations across multiple states and territories. Bidders must consult the relevant wage determination for each location where work may be performed to incorporate correct wage and benefit costs into their proposals.

Form / Attachment / Pricing Sheet

This document, "Technical Exhibit 3-5 Site Hours Locations Staffing Performance FTEs_final.xlsx", provides detailed information regarding facility sites, their operating hours, and estimated staffing requirements (Full-Time Equivalents - FTEs) for an opportunity. It is divided into three sheets: Exhibit 3 (Facility Sites and Hours of Operations), Exhibit 4 (Facility Locations), and Exhibit 5 (Estimated Staffing & Places of Performance FTEs).

• Exhibit 3 & 4: Lists numerous ID Card Facilities across various states, including site names, addresses, cities, states, Site IDs, and specific hours of operation. Some sites have unique operating days (e.g., T, W, TH or M-W-F).
• Exhibit 5: Details estimated staffing for each site, including Site Security Managers (SSM), Verifying Officials (estimated Personnel Assistant I), and total FTEs. It also defines Minimum Productive Hours (MPH) and provides an example calculation based on 90% of total available hours.

This exhibit is crucial for bidders to understand the geographical distribution of required services, the operational hours at each location, and the estimated labor effort (FTEs) needed. This information directly impacts resource planning, logistical considerations, and proposal pricing. Bidders should pay close attention to the specific hours of operation and the FTE estimates for each site to accurately scope their response.

Statement of Work (SOW) / Performance Work Statement (PWS)

This document outlines the schedule of deliverables required for the contract, supplementing other contract documents like the PWS, clauses, and technical exhibits. It is the contractor's responsibility to ensure all requirements are met as detailed in the full contract.

The following key deliverables are detailed in this schedule:

• Quality Control Plan (QCP): Due 30 days after award. Submit 1 original in Word Document to KO, CORs, and WAWF.
• OPSEC Plan/SOP: Due 90 or 180 days after award. Submit 1 original in Word Document to CORs and WAWF.
• Contractor Security Representative: Due 3 business days after award or upon change. Submit 1 original in Word Document to CORs and WAWF.
• Training Requirements: Summarized in each monthly status report. Submit 1 original in Word Document or Excel Document to WAWF Portal.
• CTIP Compliance Plan Implementation Statement: Due 10 days after award and annually thereafter. Submit 1 original in Word Document to CORs and WAWF.
• Key Personnel Designation: Due 5 business days after award or upon changes. Submit 1 original in Word Document to CORs and WAWF.
• Post-Award/Periodic Progress Review Minutes: Due within 2 business days following receipt of minutes. Submit 1 original in Word Document to CORs and WAWF.
• Weekly and Monthly Reports: Submitted weekly and monthly. Submit 1 original in Word Document to WAWF.
• Trip Reports: Due within 5 business days after the trip. Submit 1 original in Word Document to USARC G-1/APO and CORs, WAWF, and Monthly status report.
• SOPs & Continuity Book: Due 6 months after award and annually thereafter. Submit 1 original in Word Document to USARC G-1/APO and CORs, WAWF.
• CACMAT Assessment Reports: Due NLT 3 business days following assessment completion. Submit 1 original in Word Document to USARC G-1/APO and CORs.
• Confirmation of SCR completion: Due Annually. Submit 1 original in Word Document to CORs and WAWF.

Deliverables are to be submitted in Word Document format unless otherwise specified (e.g., Excel for Training Requirements). Submission destinations include KO, CORs, WAWF, USARC G-1/APO, and Monthly status reports as indicated for each deliverable. The number of copies required is generally one original.

This list is not exhaustive. Contractors must consult all contract documents (PWS, Clauses, Technical Exhibits) to identify all deliverable requirements. Any deliverable required by Part 5 Specific Tasks not detailed here must still be delivered per Part 5.

Statement of Work (SOW) / Performance Work Statement (PWS)

This document outlines the Performance Requirements Summary (PRS) for contractor services related to ID and CAC card issuance and management, as well as associated reporting and administrative tasks.

The contractor is responsible for:

• Accountability, control verification, and issuance of ID and CAC cards in accordance with PWS paragraph 5.1.1.
• Accurate and timely updates to the Defense Enrollment Eligibility Reporting System (DEERS) and Real-Time Automated Identification System (RAPIDS) (PWS paragraph 5.2).
• Development of accurate customer service handouts (PWS paragraph 5.3).
• Development and maintenance of Site Rosters (PWS paragraph 5.7).
• Providing Weekly and Monthly Reports (PWS paragraphs 1.11.1 and 5.11.1).
• Maintaining Site Standard Operating Procedures (SOPs) and Continuity Books (PWS paragraph 5.5.6).
• Ensuring training requirements are met for employees (PWS paragraphs 1.9 and 5.12).
• Managing required deliverables as per PWS paragraphs 1 and 5.
• Providing ID Card Operator Support, including issuing various card types to eligible recipients (PWS paragraphs 1.6.1.8 and 5.1).
• Maintaining minimum productive hours at all sites (TE 5).
• Backfilling of vacancies within a specified timeframe (PWS paragraph 1.12.3).

Specific performance thresholds and acceptable quality levels are defined for each objective, including:

• Timeliness for ID/CAC card updates (85% within 15 minutes).
• Accuracy for DEERS/RAPIDS updates (100%).
• Quality and timeliness for customer service handouts (95%).
• Quality and timeliness for Site Rosters (95% quality, 98% timeliness).
• Quality and timeliness for Weekly and Monthly Reports (95% quality, 98% timeliness).
• Score for SOPs and Continuity Books (70%).
• Training completion (95% of employees up-to-date).
• Deliverable timeliness and quality (no more than one late or rejected deliverable per month).
• Accuracy for ID card issuance (100% to eligible recipients).
• Minimum productive hours (90% or higher).
• Vacancy backfill timeliness (100% within 21 calendar days).

Failure to meet these standards will result in corrective action plans and may impact CPARS ratings.

Not explicitly detailed in this exhibit, but implied to be at various sites requiring ID card services.

• Contractor personnel must be qualified.
• Corrective actions must be provided to the COR/ACOR and USARC G-1/APO.
• Performance deficiencies must be corrected at no additional cost to the Government.
• Government surveillance includes period sampling, random sampling, validated customer complaints, and other methods.
• Government reserves the right to conduct compliance surveillance of any contractual requirement.

Statement of Work (SOW) / Performance Work Statement (PWS)

This document outlines the performance requirements for services related to accountability, control verification, and issuance of ID and CAC cards, as well as associated system updates and reporting.

• ID and CAC Card Management (PRS #1, #9): Contractor is responsible for the timely, accurate, and compliant issuance of ID and CAC cards, ensuring appropriate privileges are granted. This includes processing input and updates in DEERS/RAPIDS within 15 minutes of customer arrival.
• DEERS/RAPIDS Updates (PRS #2): Contractor shall provide accurate and timely updates to Defense Enrollment Eligibility Reporting System (DEERS) and Real-Time Automated Identification System (RAPIDS), maintaining all required information.
• Customer Service Handouts (PRS #3): Development of accurate customer service handouts with a 95% accuracy and timeliness standard.
• Site Roster Maintenance (PRS #4): Accurate and timely development and maintenance of site rosters.
• Reporting (PRS #5): Provision of accurate and timely weekly and monthly reports.
• SOP and Continuity Book Maintenance (PRS #6): Maintenance of Site Standard Operating Procedures (SOPs) and Continuity Books.
• Training Requirements (PRS #7): Ensuring 95% of employees have up-to-date required training, assessed monthly.
• Required Deliverables (PRS #8): Timely and accurate submission of all required deliverables as per the PWS.
• Minimum Productive Hours (PRS #10): Maintaining a minimum productive hours rate of 90% or higher at every site.
• Backfill of Vacancies (PRS #11): Filling vacancies within 21 calendar days.

Each Performance Requirement Summary (PRS) details specific standards and performance thresholds, including maximum error rates (e.g., 100% accuracy for DEERS/RAPIDS data, 95% accuracy for handouts, 98% timeliness for reports). Failure to meet these standards will be reflected in the contractor's CPARS.

Not explicitly stated in this excerpt, but implied to be at various sites requiring ID card services.

• Remedies: Corrective action plans are required for deficiencies, and performance deficiencies must be corrected at no additional cost to the Government.
• Surveillance: Methods include Period Sampling, Random Sampling, and Validated Customer Complaints.
• Deliverables: Specific deliverables include ID/CAC cards, reports, handouts, rosters, SOPs, and continuity books.