ANNEX C to GAS (A) STATEMENT OF WORK (SOW) FOR IN …

NATO UNCLASSIFIED

NATO Support and Procurement Agency 11, rue de la Gare L-8325 Capellen (G.D. Luxembourg) Tel. + 652 3063-1 | Fax: + 352 3063-1 Website: www.nspa.nato.int

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ANNEX C to GAS (A)

STATEMENT OF WORK (SOW)

FOR

IN FLIGHT CATERING SERVICES AND AUXILIARY

EQUIPMENT (IFC)

IN SUPPORT OF WORLDWIDE MILITARY

OPERATIONS

GAS (A) – SOW Annex C Version 2.0

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This document contains NSPA proprietary information.

Reproduction or disclosure of any part without prior approval by NSPA is not permitted.

AMENDMENT RECORD

REVISION/AMENDMENT PAGES DATE OF ISSUE REMARKS

Version 1.0 20 10 Aug 2020 Draft for NSPA Review

Version 2.0 20 02 Oct 2020 RFP Version


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TABLE OF CONTENTS

1. Scope ....................................................................................................... 5

2. Applicable Documents .............................................................................. 5

3. Command and Control ............................................................................. 6

4. Planning Factors / Constraints .................................................................. 6

5. Description of the Services Required ....................................................... 8

6. Schedules, Milestones and Operating Hours ......................................... 12

7. Contractor Human Resources Required, Qualifications, and Language

Skills ....................................................................................................... 12

8. NSPA / Customer Furnished Facilities and Equipment .......................... 12

9. Contractor Furnished Facilities and Equipment ...................................... 12

10. CIS Requirements .................................................................................. 13

11. Security and Safety Requirements ......................................................... 13

12. Environmental Requirements ................................................................. 13

13. Data and Reports ................................................................................... 13

14. Quality Assurance and Performance Measurement ............................... 13

15. Mobilization / Demobilization .................................................................. 16

16. Templates and Forms ............................................................................. 16

17. Summary of Plans, Reports and Delivery Dates ..................................... 18


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LIST of ATTACHMENTS

Attachments:

Attachment 1 – List of Provisional Service Delivery Locations

Attachment 2 – List of Auxiliary Equipment


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1. Scope

The NATO Support and Procurement Agency (NSPA) has been tasked to develop and implement an Inflight Catering Services and Auxiliary Equipment Capability at various worldwide locations.

The SOW Annex C provides the framework governing contracted services/activities. Specific commercial details pertaining to each individual location as well as any location specific variations, shall be detailed in the applicable location agreement.

Attachment 1 to this SOW Annex, lists potential locations for service provision. Attachement 2 provides a list of Auxiliary Equipment which shall be provided by the Contractor.

Inflight catering services refer to both onloading phase (i,e, placing of the catering supplies/equipment onto the aircraft – commonly refered to as catering or re-catering) and the strip phase (i.e. removing of supplies/equipment – commonly referred to as de-catering).

Auxiliary equipment refers to any equipment, supply, consumable or non-food products which may be required to support the inflight catering Customer’s activities including but not limited to transport, preparation, presentation, meal distribution, etc.

Airport fees in the present document is referring to any taxes, fees or other charges, imposed by any national, local or airport authority except for taxes on income and on raw material.

This specific SOW Annex supplements the SOW Main body (MB), details and covers all dealings with the Contractor required for the provision of Inflight Catering services - and auxiliary equipment.

This SOW Annex is NOT a standalone document, it MUST and SHALL be read and used in conjunction with the MB SOW GAS (A).

2. Applicable Documents

As detailed in the Main Body SOW for GAS (A), and additionally, as identified within this SOW Annex.

The listed documents are applicable to this Contract to the extent that the specific locations where services are to be performed are within the intended geographical coverage of the publication. National and/or International equivalent standards/regulations are considered as acceptable.

The publications listed below are applicable to this contract:

2.3.1. International Civil Aviation Organization (ICAO) standards and International Air

Transportation Association (IATA) standards.


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International Organization for Standardization (ISO) documents:

2.4.1. ISO 22000:2018 Food Safety Management.

International and National regulations pertaining to operation and provision of catering services on airports/airfields:

2.5.1. European Council “Drinking Water Directive” 93/83/EC.

2.5.2. EC Water 227-2001. Codex Alimentarius – General Standard for

Bottled/Packaged Drinking Waters (other than Natural Mineral Waters).

2.5.3. International Flight Services Association (IFSA) – World Food Safety

Guidelines.

2.5.4. EU Regulation 1169/2011 of The European Parliament and of the Council, on

the provision of food information to consumer dated 25 October 2011.

2.5.5. EU Regulation 1935/2004 of The European Parliament and of the Council,

materials and articles intended to come into contact with food dated 27 October

2004.

Control of Substances Hazardous to Health Regulations (COSHH).

3. Command and Control

As detailed in the Main Body SOW for GAS (A), and additionally as identified within this SOW Annex.

The NSPA GAS Technical Officer (TO) shall be responsible for the technical management of the Contract and serves as the technical authority for all Contract matters. The NSPA GAS TO shall coordinate with Customer and the Contractor for communicating recommended changes and to the appropriate CO for contractual modification, if so required.

The NSPA Food TO shall be responsible for verification and acceptance of work performed by Contractor’s staff, surveillance, audits and quality assurance on the contract.

4. Planning Factors / Constraints


The Contractor shall confirm the availability of services/products and schedule the transaction IAW the following timelines:


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4.2.1. Schedule inflight catering Services at any commercial sites included in this

contract within 72 hours.

Complaints or missing items during loading should be notified by the Customer and rectified by the Contractor within a maximum of 60 minutes of notification.

NSPA will provide a unique registration number for each request and the Contractor is required to use and/or link this number with the applicable services request confirmation.

4.4.1. Each inflight catering services request will be linked to an authorized airport

services card and Customer (e.g. contact details incl. e-mail address). Key

information provided on every services request are listed at Par.16.3.

4.4.2. The Contractor shall communicate inflight catering services request

confirmation via e-mail to the Customer. NSPA shall be copied to any

communication between the Contractor and the End-Users.

4.4.3. NSPA reserves the right to provide access for the Contractor to a NSPA

developed Customer request portal (e.g. web interface) in order to manage

(Acknowledge and Schedule) services requests from authorized Customers for

a specific authorized subset of services.

NSPA reserves the right to request inflight catering services or auxiliary equipment from other sources / suppliers, as it deems necessary to satisfy Customers’ requirements.

In the event that a request cannot be met, partially or in full, or by the due date or time, the Contractor shall notify NSPA and the requesting Customer without delay.

The Contractor shall ensure that if any damage, no matter how minor, has been caused to the aircraft as part of the services provision, it is immediately reported.

De-catering of the aircraft shall always take place before the re-catering of the aircraft. For aircraft on a turnaround de-catering and re-catering shall occur consecutively. For aircrafts on overnights or during long ground times, activities shall be dissociated.

In order to deliver catering services to the crew/PAX, all aircrafts are fitted with trolleys, containers (unit) and draws of an airline standard systems (i.e. ACE, ATLAS, KSSU).

The Customer will provide the galley plan to the personnel in charge of the loading of the aircraft.


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5. Description of the Services Required


The Contractor shall be able to provide inflight catering services and auxiliary equipment at contracted locations in accordance with the MB SOW, this Annex and its attachments.

The Contractor shall provide full details and transparency to NSPA on the services provided and associated costs. As a general provision the pricing shall be based on a fixed service premium plus “at costs” services/items prices from the agents and/or subcontractors.

Based on Customers’ requirements (i.e. expected volumes and recurrence), for specific locations, NSPA may require a fixed pricing structure to be applied for selected catering services and/or auxiliary equipments.

5.4.1. These services shall be listed as available within the respective location

agreements.

5.4.2. The pricing shall be based on a fixed price per meal or per equipment/item.

Inflight catering services

5.5.1. The Contractor shall be able to provide flight meals equivalent to standard

airline economy meals of a nutritionally balanced daily cyclical selection for

breakfast, lunch, dinner and snack (hot/cold) meals. On specific occurences,

standard airline business class equivalent meals could be requested as well by

the Customer.

5.5.2. Flight meals and beverages shall be delivered in a neutral design (i.e. no

commercial airline design).

5.5.3. Depending on the duration of the flight, not every requested meal will be a full

meal but could also be as a snack, sandwich, fruit salad, etc.

5.5.4. The Contractor shall provide a list of cyclical menus for contracted locations.

The listing should provide a full description of the menu options available to

order by the Customers.

5.5.5. Special meals could be requested and shall be made available by the

Contractor. Special meals may include but are not limited to Vegetarian,

Vegan, Lactose/Gluten Free, Halal, Kosher, Diabetic meal, etc. Depending on

the contracted locations, some special meal choices are expected not to be

available.


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5.5.6. The Contractor shall be able to provide a full selection of hot and cold

beverages including complimentary condiments to enhance the beverage

choice (e.g. sugar, milk, creamer, hot sauce, Worcester sauce, ice, lemon, etc.)

including but not limited to:

Tea.

Coffee.

Bottled water.

Fresh fruit and vegetable juices.

Sodas.

Fruit squash.

5.5.7. In addition to Par.5.5.6, the Contractor shall have the capability to provide an

individually priced list of alcoholic beverages that can be made available on

request. Alcoholic beverages should include but are not limited to:

Selection of Beers

Selection of Wines

Selection of Spirits

Suitable mixers and accompaniments (including ice cubes) to compliment the above range of alcoholic beverages.

5.5.8. The Contractor shall have the ability to accommodate non-used drinks return

after a mission. The Contractor will not charge for drinks returned in-line with

industry standards (including but not limited to food safety and quality

standards) by the end of the mission.

5.5.9. All food and beverages are to conform to the national and international

standards for precautionary allergen notification and labeling (if applicable).

Auxiliary Equipment provision

5.6.1. The Contractor shall have the capability to provide all necessary service

equipment commensurate with the services and service level requested by the

Customer.

5.6.2. As a minimum, equipment and consumables intended to come in contact with

food or beverages shall conform to the standard set out at Par. 2.5.5 (or

equivalent), unless another specific standard is agreed by the Customer/NSPA


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5.6.3. The full range of equipment listed in attachment 2 (non-exhaustive list –

supplementary items may be added during contract performance) may be

requested to be sourced:

On loan to compliment the inflight catering services provision, sufficient equipment shall be made available to fullfill the level of services required. Equipment will be returned to the Contractor by the Customer after use. This option might be used for frequently flown locations.

As part of the inflight catering services provision, using disposable equipment

On purchase based on Customer’s requirements at a contractually agreed pricing on a per unit pricing.

5.6.4. The Contractor shall supply the equipment and consumables according to the

following specifications:

Approved for aviation use.

Rotable or disposable based on Customer’s request (if applicable).

Conform to airline economy and business class standards.

Neutral design (i.e. no commercial airline logo other than, if applicable, a Customer provided logo).

Conform to a recognized airline standard (if applicable), as defined within the location/Customer specific agreement (e.g. airline standard systems for galleys, trolley units such as ACE, ATLAS, KSSU).

5.6.5. Any negligent damage or unauthorized removal of items other than normal

wear and tear shall be replaced by the Contractor and accompanied with a

detailed Damage/Loss report to be presented for review.

5.6.6. All cleaning equipment and chemicals used to perform the cleaning of inflight

catering equipment as part of the stripping/de-catering phase shall conform to

minimum airline, national and food safety standards.

Hygiene and Food safety requirements

5.7.1. The Contractor shall be fully compliant with recognized international food safety

standards as required by local airport regulatory authorities.

5.7.2. Continuous temperature controlled handling should be guaranteed during all

catering activities until loading of the aircraft is complete.


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5.7.3. The Contractor is required to possess the mandatory hygiene code (Hazard

Analysis of Critical Control Points (HACCP)) to provide catering and arrival

records.

Services provision to aircraft

5.8.1. The Contractor shall deliver catering supplies and auxiliary equipment to the

aircraft. Specific provisions (e.g. expected aircraft types, etc.) will be identified

within location specific requirement.

5.8.2. The Contractor is responsible for the loading/offloading at locations to the

designated aircrafts. The Contractor shall possess the necessary capability and

equipment to facilitate deliveries to the aircraft (e.g. catering truck, high lift,

ramp access, etc.). Access to the airfields will be under compliance of local air

safety regulations.

5.8.3. The Contractor is responsible for packing, weighing and loading the catering

trolleys and containers.

5.8.4. The Customer will provide loading and packing list to the Contractor, which will

show detailed contents of trolleys, boxes and containers and exact loading

position in the galleys and bars (i.e. galley plan).

5.8.5. The Contractor shall have the ability within the ordering process to allow

Customers to make changes (quantity and type of services) to the ordered

catering supplies within timelines agreed upon into the specific location

agreements.

5.8.6. The Contractor shall provide the requesting Customer with any specific

cancellation related clauses (e.g. timeline and amount).

NSPA will indicate all necessary details in the request to allow the Contractor, its agents and/or subcontractors to identify appropriate equipment to satisfy the Customer’s requirements (e.g. A/C type, galley plan, etc.)

Temporary or permanent non-availability of inflight catering services and/or specific items during the performance of the Contract shall be communicated to NSPA immediately.

The Contractor shall be responsible for the waste disposal including used trash compactor boxes.


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6. Schedules, Milestones and Operating Hours

As detailed in the MB SOW for GAS (A), and additionally as identified within this SOW Annex.

7. Contractor Human Resources Required, Qualifications, and Language Skills

As detailed in the MB SOW for GAS (A), and additionally as identified within this SOW Annex.

The Contractor shall provide competent and certified personnel in suitable numbers and with the required qualifications in order to perform all the SOW requirements.

The caterer or service provider shall hold a nationally recognized caterers license/certification and hold certification confirming that their or any subcontractor’s facilities are in accordance with national and airline food hygiene and safety standards.

For Off-Airport caterers, a licence of airside access and egress for the purpose of providing Inflight Catering Services is required.

NSPA does not require the Contractor to maintain 24/7 availability at all contracted locations, but they shall have the capability to coordinate the requirements and any changes with the local authorities, agents and/or subcontractors when required.

8. NSPA / Customer Furnished Facilities and Equipment

As detailed in the MB SOW for GAS (A), and additionally, as identified within this SOW Annex.

Unless otherwise stated, the Customer is responsible for the provision of all galley furnishings, including but not limited to trolleys (full/half size – service and waste), SU’s, trash compactor, drawers, oven racks, etc.

9. Contractor Furnished Facilities and Equipment


Except if otherwise described, the Contractor shall provide and operate the necessary uplift equipment in order to load the aircraft as per prescribed procedures

Where applicable, equipment utilized to provide inflight catering services shall be fit for use and maintained to the standards recommended in the manufacturer’s guidelines:


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9.3.1. The Contractor, its agents and/or subcontractors shall be able to provide NSPA

with all required inspection and applicable technical documentation if

requested.

9.3.2. All equipment shall be suitable for their intended use and shall be operated with

due care and within operating safety limits.

9.3.3. Equipment used in support of this contract shall meet location applicable,

national and international safety laws and regulations.

10. CIS Requirements


11. Security and Safety Requirements


All cleaning supplies and other products provided as part of the “auxiliary equipment” services provision shall conform to international and national COSHH regulations as applicable by the specific contracted locations.

12. Environmental Requirements


The Contractor shall be responsible for any waste generated including but not limited to chemical products used by its on-site personnel, agents and/or subcontractors.

13. Data and Reports


14. Quality Assurance and Performance Measurement



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Inspections, Surveillances and Quality Audits:

14.2.1. NSPA or its representative(s) shall have the right to perform an audit,

surveillance(s) or inspection(s) of:

The manual and operating procedures of the Contractor or the contracted agent / subcontractor.

Certification and training qualification records of Contractor / sub-contracted agent staff and operators.

Contractor / sub-contracted agent services performance at the aircraft.

14.2.2. The Contractor shall have for inspection/review/surveillance the following

information available:

Fridge, freezer and other controlled environment temperature charts.

Periodic QA reports.

Hazard Analysis Critical Control Points (HACCP) Plan.

Quality Assurance Surveillance Plan (QASP) periodic reports.

Food temperatures probe charts.

Cleaning records.

Delivery monitoring records.

14.2.3. A (technical) audit, surveillance or inspection shall be made during normal

working hours. NSPA shall give prior notice and shall use its best endeavor not

to hinder, delay or disrupt Contractor’s, its agent’s and/or subcontractor’s

activities.

Quality Assurance Surveillance Plan:

14.3.1. The Contractor shall have an established and maintained Quality Assurance

Surveillance Plan (QASP).

14.3.2. The Contractor QASP may be supplemented by a project specific QASP, if

required, to ensure all requirements of the contract are accomplished as

specified.

14.3.3. The QASP will contain an effective and systematic measurement method for

each required service, frequencies of measurement, recording of assessment,

and corrective and preventive measures to maintain quality of services to be


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performed. In addition, it shall also include responsibilities, methods and

frequencies of measurement, assessment and method of recording.

14.3.4. The QASP will describe the continual monitoring of Contractor’s personnel

qualification, including the selection process and on-site measurement of

performance to ensure acceptable standards of performance are maintained.

Performance Measurement and Feedback:

14.4.1. The following KPI’s have been identified with the subsequent rating’s levels:

Transparent and accurate invoicing (IFC#1)

GOOD: The Contractor's invoices are providing the required level of details and transparency on the services/products delivered. Fees, charges and taxes (if applicable) are presented as per the SOW requirements. The Contractor is providing appropriate and legible supporting documentation with all invoices.

MARGINAL: The Contractor is able to comply with GOOD criteria for IFC#1 KPI 95% of the time based on a quarterly average. For those invoices not complying with the GOOD criteria, the Contractor adequately responded and provided the missing information and/or documentation upon NSPA notification of non-compliance.

POOR: The Contractor is not able to comply with GOOD criteria for IFC#1 KPI at least 95% of the time based on a quarterly average and/or the Contractor is not able to provide appropriate and/or legible supporting documents for at least one invoice.

Responsiveness (IFC#2)

GOOD: The Contractor is able to comply with the SOW timelines for scheduling of requests and rectification for missing items 100% of the time. All requests for technical support are responded to in accordance with the pertinent chapters of the SOW.

MARGINAL: The Contractor is able to comply with the SOW timelines for scheduling of requests and rectification for missing items at least 95% of the time. For those requests where the Contractor has not met the SOW scheduling timelines, the Contractor has still responded and no flight delays occur. All requests for technical support are responded to in accordance with the pertinent chapters of the SOW.

POOR: Any non-compliance with GOOD or MARGINAL criteria for IFC#2 KPI.


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14.4.2. Supplementary KPI’s may be identified and agreed upon during the

performance of the Contract in order to better monitor and remediate any non-

conforming activity with regards to the SOW requirements.

15. Mobilization / Demobilization


16. Templates and Forms


Locations agreement will be issued for any airport/airfield where the Contractor has been awarded the Inflight Catering and auxiliary equipment services provision. A final template will be proposed by NSPA at contract award. Location agreement shall include as a minimum the following information:

Terminology Definition

Location ID ICAO code of the airport/airfield

Assumptions Listing of any Contractor’s assumptions specific to the location.

Inflight catering agent(s)

Name, reference and contact details of the on-site service agent(s) (applicable if subcontracted) ensuring the provision of requested services.

Subcontracting level Description of the subcontracting level (if applicable) for the provision of the inflight services with identification of the connection from prime Contractor to lowest tier subcontractor(s).

Pricing Description of the applicable pricing (e.g. FFP, fees/charges and premium(s)).

Available services Listing of all requestable catering services and auxiliary equipment which would be available on location on a permanent basis.

Limitations & specificities

Listing of any limitation for Inflight catering services provision specific to the location (no special meal, no alcoholic beverages, etc.).

Table 1: Location agreement information


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Customer’s requests transmitted to the Contractor will contain as a minimum the information provided in Table 2.

Terminology Definition

Request number Unique alphanumeric identifier of the service request automatically generated by NSPA ERP system.

Airport services card number

Unique alphanumeric identifier of the airport services card which is intended to be used by the Customer for services provision at location.

Customer ID Alphanumeric identification of the Customer requesting the service (e.g. military unit ID, nation, individual).

Customer phone Phone contact details of the services requestor.

Customer e-mail E-mail address(es), could be multiple, of the services requestor and/or POC for the specific service request. All e-mail addresses notified in the request shall be included in all communication related to the request confirmation, change, cancellation or any other related notification.

Location ID ICAO code of the airport/airfield where the services are requested. MAIN and ALTERNATE locations (if applicable) will be specified.

Aircraft type Alphanumeric identification of the aircraft type to be serviced (e.g. MRTT A330 etc.)

Aircraft T/N Alphanumeric identification of the aircraft tail number to be serviced. Alternate T/N’s could be communicated with the request.

ETA (Zulu) Estimated time of arrival at location (DD-MM-YYYY HH:MM)

ETD (Zulu) Estimated time of departure from location (DD-MM-YYYY HH:MM).

Type of flight Description of the type of flight operated by the Customer (e.g. domestic, international, diplomatic, etc.).

Time of service request

If provided, specific timeline for services provision request (e.g. 30 min before ETD, 30 min after ETA, etc.)

Fueling & Handling Agent

If provided, informational only to facilitate coordination (e.g. ramp access, deconfliction, etc.), fueling and handling agent intended to be used by the Customer at location.

Requested Services Requested Catering services and auxiliary equipment listed by the Customer (Meals, consumables, supplies, etc.).

Notes Listing of any specific valuable information for the Contractor.

Table 2: Customer’s request information


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17. Summary of Plans, Reports and Delivery Dates


Reference

SOW

Description First delivery Remarks

(and subsequent

deliveries)

SOW Ann. C

Par. 14.3

Quality Assurance

Surveillance Plan (QASP) With Technical Proposal Update as required

SOW Ann. C

Par. 14.3.2

Project Specific QASP

(if applicable) With Technical Proposal Update as required

SOW Ann. C

Par. 16.2

Inflight Catering and

Auxiliary Equipment

locations agreements

Draft with Technical

Proposal Final at Contract Award


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Attachment 1

List of Provisional Services Delivery Locations

The following table indicates provisional services delivery locations, based on Customer’s

requirements. Services could be requested at supplementary locations during contract

performance.

ICAO AIRPORT COUNTRY

EHEH EINDHOVEN (MIL. SIDE/RAMP) NETHERLANDS

EDDK COLOGNE (MIL. SIDE/RAMP) GERMANY


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Attachment 2

List of Auxiliary Equipment

As described in Par. 5.6, the Contractor shall have the capability to provide on request and

in support of onboard catering provision, equipment, consumables and supplies including

but not limited to the following items:

Rotables Service equipment

Trays

Cups

Bowls

Plates

Cutlery (metal)

Disposable Service equipment (lightweight plastic or paper – same list as rotable)

Galley equipment

Bread knife – small and big

Scissors – different sizes

Bottle opener

Cork screw

Ice bucket

Ice tongs

Oven glove

Dustpan – table size

Travel kit – contains; eye shade, earplugs, hand cleansing towelette

Boxes for trash compactor

Consumables and supplies

Toilet paper

Paper towel

Paper cup

Napkins

Rubber gloves (Multi Sizes)

Cleaning supplies

Disinfectant

Insect repelant

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