Use of contractors for protective diplomatic security

The State Department clearly spells out its policy for the use of contractors in its Worldwide Personal Protective Service (WPPS) contracts under which Blackwater operates in Iraq. The following document, titled "Diplomatic Security - Use of Contractors for Protective Security," explains the policy by the State Department's Bureau of Diplomatic Security. The document is available from the House Committee on Oversight and Government Reform.

Diplomatic Security – Use of Contractors for Protective Security

Justification:

[State Department] Diplomatic Security is a relatively small force of approximately 1,450 Special Agents with a worldwide mission to provide a safe and secure environment for the conduct of our nation’s foreign policy. In furtherance of that mission, the Bureau of Diplomatic Security uses a contracting mechanism, the Worldwide Personal Protective Services contract that permits the Department to expand its capability in order to meet changing missions in the absence of additional full time staff without the delay of recruiting and training personnel. Diplomatic Security has contracted overseas guard services for decades to protect our personnel, facilities, and residential neighborhoods.

Contractor Roles and Missions:

Private security firms provide personal protective and guard services under various contracts for the Department of State. The services are provided in support of the Worldwide Personal Protective Services and Local Guard Programs.

Worldwide Personal Protective Services (WPPS) Program

Under the Diplomatic and Antiterrorism Act of 1986, the Bureau of Diplomatic Security (DS) of the Department of State (DOS) has a broad range of responsibilities that include protection of personnel and facilities both domestic and abroad. The WPPS initiative is an effort by the Department of State to pre-plan, organize, set up, deploy and operate contractor protective service details for the protection of U.S. and/or certain foreign government high-level officials whenever the need arises. In certain circumstances, and when directed, contractors may be required to recruit, evaluate, and train, local foreign government or third-country foreign nationals in established personal protective security procedures, to conduct protective security operations overseas with them, and to provide trained protective security personnel for short or long-term special domestic security situations. Over the past ten years, the Bureau of Diplomatic Security has become increasingly involved in providing protective services for high-level U.S. officials and certain designated foreign leaders in several areas of the world. As a result of conflicts, wars, political unrest, and more recently, terrorist activity, these areas have become extremely dangerous places in which to live and work. The return of a democratic government to Haiti in October 1994, the continual turmoil in the Middle East, and the post-war stabilization efforts by the United States Government in Bosnia, Afghanistan, and Iraq are all types of world events that require priority deployment of contractor protective services teams on a long-term basis.

Local Guard Program

The policy of the U.S. Government requires we take all reasonable and appropriate steps to reduce the risk of terrorism and crime affecting our employees. To this end, and to ensure our Embassies and Consulates have secure environments from which to pursue our diplomatic missions, we provide contract guard services, under our Local Guard Program. An Embassy or Consulate, supported by one of these performance-based contracts, is provided guard services to prevent unauthorized access, protect life, maintain order, deter criminal attacks against employees, dependents and property, prevent terrorist acts against all U.S. assets, and preclude damage to Government property. The guard service contractors furnish managerial, administrative and direct labor personnel to accomplish all work required by this contract. A contractor's employees are permitted on‑site only for contractual duties and not for any other business or purposes.

Types of Contractor Services:

Contractors provide a high degree of specialization, which greatly assists DS in fulfilling its protective mandate. A number of the common specialties are reflected below:

• Guard


• Protective Security Specialist, to include medics, firearms instructors, etc.


• Administrative/Logistical Support Specialist


• Armorers


• Designated Defensive Marksman


• Intelligence Analysts


• Armor Vehicle Mechanics


• Aviation Package, to include pilots, co-pilots, door gunners/crew members, and aviation mechanics


• Explosive Detection Dog Teams (Handler and Dogs)

WPPS Background/History:

Worldwide Personal Protective Services I Background – In 1995, Diplomatic Security began using contract protective security specialists in the former Yugoslavia to assist agents in protecting three U.S. ambassadors monitoring the peace agreement. In March 2000, the first Worldwide Personal Protective Services contract was awarded to DynCorp International to continue providing protective services in the former Yugoslavia and allow similar missions to be performed around the world. The Worldwide Personal Protective Services I contract vehicle was subsequently used for personal protective services deployments in the Palestinian Territories beginning in July 2002, and in Afghanistan for the Karzai Protective Operation in November 2002. The program continued to expand to provide Personal Protective Services staff in Kabul for the Ambassador’s Protective Detail and for the Afghan Reconstruction Group in early 2004. In 2005, the program began operating in Haiti protecting the president of the country and U.S. Embassy personnel.

In early 2004, additional task orders were added the Worldwide Personal Protective Services contract to provide PSS support for Embassy Baghdad when it opened on July 1, 2004. DynCorp was unable to meet the full requirements of the expanding mission and a second service provider was established through a sole source contract with Blackwater while the Department drafted and released a competitive contract for an ever increasing requirement for protective services throughout the world. Blackwater was selected because it was already operating in Baghdad under a Coalition Provisional Authority contract protecting Ambassador Bremer. Another company, Triple Canopy was subsequently awarded a sole-source contract to protect the Regional Embassy Office in Basrah, Iraq.

Daily management of Worldwide Personal Protective Services was originally dispersed throughout several Diplomatic Security offices, even as the contract grew exponentially. By March 2004 the recently created High Threat Protection Division assumed responsibility along with Acquisitions Management Contracting Officers, for all operational, financial, contractual and administrative oversight of the Worldwide Personal Protective Services contractors, as well as daily on the ground oversight by the RSO staffs.

Worldwide Personal Protective Services II Background: In July 2005, DynCorp, Blackwater, and Triple Canopy were awarded contracts under Worldwide Personal Protective Services II, after full and open competition. The Worldwide Personal Protective Services II contract was executed due to the difficulty in managing the dramatic growth of the program with the Worldwide Personal Protective Services I contracts, and the need to move it to a firm-fixed priced contract with fewer cost reimbursement item. The total price of each contract is not fixed; however, the daily rate for each labor category is fixed. Therefore, the individual contract price may increase as additional requirements are added to each Task Order. Personnel qualifications, training, equipment, and management requirements were substantially upgraded under the new contract due to ever changing requirements in a combat environment such as Iraq. From the summer of 2005 through the summer of 2006, the program transitioned from Worldwide Personal Protective Services I to Worldwide Personal Protective Services II.

There are currently seven active task orders under Worldwide Personal Protective Services II: Jerusalem, Kabul, Bosnia, Baghdad, REO Basrah, REO Al Hillah, and REO Kirkuk (including USAID Erbil). Task Order 1 covers the contractors’ local program management offices in the Washington DC area. The Haiti task order closed in April 2006.

Vetting - Personnel who work on the Worldwide Personal Protective Services undergo an extensive background check as outlined in Attachment 1. For example, personnel in key management positions undergo an employment and record check by the contractor, a screening by Diplomatic Security’s High Threat Protections Operation staff for verification of qualification prior to undergoing security clearance investigation. Final clearance is granted after completion of the clearance investigation and the file is reviewed by the Department’s Personnel Security and Suitability Division. Only individuals who may obtain a Secret Clearance are permitted to work in management or personnel security specialist positions. All Third Country National Personnel assigned to this contract are required to have at a minimum a favorable Moderate Risk Public Trust determination issued by the Department of State.

Staffing – Currently working under the Worldwide Personal Protective Services contracts are a total of 1,502 personnel excluding sub-contractors. Of that total, 830 work as personal security specialists, 490 as guards, and 182 as support personnel. In Iraq alone, there are 785 personal security specialists, 465 guards, and 158 support personnel.

Costs – The approximate current annual costs under Worldwide Personal Protective Services II contracts for all areas of operation (Afghanistan, Bosnia, Israel, and Iraq) are as follows:

Blackwater $339,573,391
DynCorp 47,145,172
Triple Canopy 15,550,133
[Total] $402,268,696

The approximate total costs for Iraq only, inclusive of all contractors is $350,119,545.11.

Work Related Casualties and Injuries – Since the inception of the Worldwide Personal Protective Services contracts there have been a total of 36 casualties and 60 work-related injuries. Of the 36 casualties, 33 occurred in Iraq.

General Contractor Performance, Cooperation, and Coordination:

Contactors providing services under a Local Guard Program (LGP) and/or a Worldwide Personal Protective Services (WPPS) contract are expected to be cooperative with the government and meet all contract requirements. In general, the Department of State has found these private security firms to be professional, cordial, and sincere about providing the requisite level of security to protect personnel and property at our overseas facilities and missions. This has been accomplished for the most part by both parties working extremely hard to foster a partnering relationship with each party striving for excellence. While both parties have not always agreed on all issues arising in the daily performance of duties in a hostile environment, each has strived to find a way to ensure that the contract requirements were met with no compromise in the security posture. Senior management personnel from the Department of State routinely meet with their counterparts in each private security company under contract to ensure an open dialogue between the requiring activity and the service provider. This action has ensured that issues and/or problems with contract performance have been identified, clarified, and resolved in a timely, efficient, and effective manner.

Attachments:

(1) Vetting Process
(2) Contractor Standards for Employment by DOS
(3) Qualification and Training Standards
(4) Five Examples of Superior/Heroic Performance

Vetting process

The State Department's vetting process for its Worldwide Personal Protective Servies (WPPS) management positions is spelled out in the following document. The document is on file at the House Committee on Oversight and Government Reform.

Vetting Process
(Attachment 1)

Worldwide Personal Protective Services Management Positions

• Worldwide Personal Protective Services vendors conduct past employment and criminal records checks for all individuals employed on Worldwide Personal Protective Services contracts.
• After the vendors complete record checks, vendors submit the individual’s biographical information to the High Threat Protection operations center for review.
• High Threat Protection subject matter experts review bios for suitability and qualifications as specified in the Worldwide Personal Security Services II base contract.
• When the biographical data has been approved by High Threat Protection, the Worldwide Personal Protective Services vendor is allowed to submit for a Questionnaire for National Security Positions security clearance investigation to be opened for that individual.
• The clearance investigation is opened and conducted by Industrial Security, upon completion Industrial Security then sends the case to the Department of State Personnel Security and Suitability Division for review prior to a clearance issuance.
• The individuals are not allowed to work on the Worldwide Personal Protective Services contract until they have received an Interim or final Secret clearance.

All United States personnel assigned to this contract are required to have a minimum of a Secret Security Clearance.

Worldwide Personal Protective Services Personal Security Specialists Positions

Worldwide Personal Protective Services vendors conduct past employment and criminal records checks for individuals employed on Worldwide Personal Protective Services contracts.

• The vendors are required by the Worldwide Personal Protective Services base contract to certify all Personal Security Specialists personnel as fully qualified to perform Worldwide Personal Protective Services as specified in the base contract.
• When the biographical data is received by the High Threat Protection operations center, the Worldwide Personal Protective Services vendor is allowed to submit a Questionnaire for National Security Positions security clearance investigation to be opened for that individual.
• The clearance investigation is opened and conducted by Industrial Security, upon completion Industrial Security then sends the case to the Department of State Personnel Security and Suitability Division for review prior to a clearance issuance.
• The individuals are not allowed to work on the Worldwide Personal Protective Services contract until they have received an Interim or final Secret clearance.
• The biographical data submitted by the Worldwide Personal Protective Services vendors is randomly checked for contract compliance with Section B of the base contract, by High Threat Protection personnel.
• All United States personnel assigned to this contract are required to have a minimum of a Secret Security Clearance issued by the Department of State.

Worldwide Personal Protective Services Third Country National Positions

• Worldwide Personal Protective Services vendors conduct past employment and criminal records checks for individuals employed on Worldwide Personal Protective Services contracts.
• The vendors are required by the Worldwide Personal Protective Services base contract to certify all Third Country National personnel as fully qualified to perform Guard Force functions under the base contract in accordance with Section B.
• When the biographical data has been received by the High Threat Protection operations center, the Worldwide Personal Protective Services vendor is contacted and allowed to submit a Questionnaire for National Security Positions Moderate Risk Public Trust investigation to be opened.
• The clearance investigation is opened and conducted by Industrial Security, upon completion Industrial Security then sends the case to the Department of State Personnel Security and Suitability Division for review prior to a Moderate Risk Public Trust being issued.
• The individuals are not allowed to work on the Worldwide Personal Protective Services contract until they have received a Moderate Risk Public Trust.
• All Third Country National Personnel assigned to this contract are required to have a minimum of a Moderate Risk Public Trust issued by the Department of State.

Contractor standards of employment

This document, by the Bureau of Diplomatic Security and on file with the House Committee on Oversight and Government Reform, describes the State Department's contractor standards for services under the Local Guard Program (LGP).

Contractor Standards for Employment by DOS [Department of State]
(Attachment 2)

Standards for Security Firms Providing Guard Services Under Local Guard Program (LGP) Contracts

General Requirements: The Department of State (DOS) requires private security firms to provide information concerning their technical ability to fulfill their roles and accomplish their missions for DOS as well as provide a record of their past performance on other security related contracts. This documentation is referred to as the Technical proposal. DOS also requires each private security firm to provide a Business Management Plan to demonstrate that they have adequate financial resources or the ability to obtain adequate resources to meet all fiscal requirements necessary to ensure satisfactory performance.

Specific Requirements:

First, DOS requires, as part of the Technical Proposal, each private security firm to provide a complete management plan showing how the company will meet the requirements of the contract. The management plan defines how the private security firm will ensure timely, professional and high quality performance and achievement of deadlines. Elements of the private security firm’s technical ability that must be addressed in the management plan are: (1) organization and management, (2) the company’s inspection system, (3) key personnel, (4) training plan, (5) surveillance detection, (6) personnel action prevention, (7) experience in the use and maintenance of the property used in performance of this contract.

The management plan describes the organization of the guard force to include the number of personnel to be used, and the inspection system specifying how the private security firm will ensure all services required by the contract are performed. The management plan provides detailed résumés of key personnel who will perform on the contract, highlighting the experience the private security firm can bring to the Department. The private security firm’s management plan also addresses all elements of the training program that each individual, employed as a security professional, receives. The private security firm’s management plan will also address the requirements for surveillance detection operations and equipment if this requirement is to be included. The management plan also details contingency plans to deal with organized actions by direct labor personnel, to include (but not limited to) strikes, labor unrest, and disruption of operations. And finally the plan includes detailed, written maintenance, use, and inventory programs for all property, equipment, and materials used in performance of the contract.

Second, DOS requires all private security firms, prior to being employed by the Department of State, to addresses past performance and experience providing similar work. For guard services being performed in Iraq and Afghanistan, each contractor had to substantiate that it had performed similar guard services in a high-threat environment. Prior to award of any contract, the Department validates the past performance records submitted by the contractor as well as uses past performance information obtained from other sources to substantiate the contractor has had a satisfactory performance record on similar contracts.

DOS requires each private security firm to list all contracts and subcontracts the firm (or each partner in the joint venture) has held over the past three years for the same or similar work. Private security firms provide the following information for each contract and subcontract:

• Customer's name, address, and telephone numbers of customer's lead contract and technical personnel;
• Contract number and type;
• Date of the contract, place(s) of performance, and delivery dates or period of performance;
• Contract size (number of personnel employed by contract year per labor category) and dollar value;
• Brief description of the work, including responsibilities;
• Comparability to the work required under this solicitation;
• Brief discussion of any technical problems and their resolutions;
• Brief discussion of any terminations (partial or complete) and the type (convenience or default) as well as any show-cause notices or cure notices (provide explanatory details); and
• Record of deductions taken under any listed contracts, with explanatory details and resolution.

Third, DOS requires private security firms to submit a business management proposal prior to beginning work with the Department. The business management proposal describes the security firm’s financial condition and capability. This proposal includes a statement as to what percentage of the company's estimated total business the work required by the U.S. Government will represent. DS requires each private security firm to provide a current statement of financial condition, certified by a third party that includes: (1) an income statement, (2) a balance sheet, (3) a cash flow statement, (4) and a compensation plan. The income statement shows profitability for the past three years. The balance sheet shows the assets owned and the claims against those assets, that is: what a firm owns and what it owes. The cash flow statement shows the firm’s sources and uses of cash during the most recent accounting period. This information allows the Government to assess a firm’s ability to pay its obligations. The Government also requires proof that each private security firm will properly and fairly compensate its employees. Included in the compensation plan each private security firm submits for review will be a spreadsheet or chart showing the salaries and fringe benefits proposed for the employees who will provide direct labor under the contract.

Last, DOS requires private security firms to obtain all necessary permits, licenses and insurance in the country that they are conducting business in prior to beginning work with our agency. A notice to proceed (NTP) is not issued by the DOS Contracting Officer to a firm to begin performance under the contract until the Contracting Officer has reviewed a copy of each permit, license, and insurance policy and made a determination that the contractor has meet all necessary requirements.


Standards for Security Firms Providing Protective Services Under Worldwide Personal Protective Services (WPPS) Program Contracts

General Requirements: DOS requires private security firms, working under WPPS, to provide information concerning their technical ability to complete their roles and missions for DOS. DOS further requires private security firms to provide a record of their past performance on other security related contracts. DOS also requires each private security firm to provide its business management plan to demonstrate that the firm is a viable business partner.

Specific Requirements:

First, DOS requires, as part of the Technical Management Proposal, that each private security firm address all elements of their technical and management proposal. The key elements that each firm must are address include:

• the ability to recruit, screen, select, train and deploy personnel with the ability to provide and operate needed protective service details
• the ability to provide intelligence data support
• the ability to provide translator/interpreter services, medical support services, guard services, Explosive Ordnance Detection services, and logistic support services

Each private security firm must demonstrate how it will satisfy each of the requirements detailed in the Performance-Based Statement of Work (PBSOW). For each requirement, the firm must specifically address its approach, methods, personnel, initial performance and risk management strategies, and other considerations. The private security firm must clearly outline the general plan of work that will be employed to implement the contract performance standards. The firm must describe in detail the methodologies they will use in order to meet the performance standards specified in the contract. Private security firms must describe the experience and qualifications of personnel who will be assigned for direct work in meeting the performance standards. The firm must indicate the percentage of time that technical supervisors and key technical personnel will devote to WPPS. The firm must provide résumés for all key personnel. Each private security firm also provides a schedule for beginning performance and identifies any type of event that might impair the firm’s ability to execute its proposed approach in a timely manner. In addition, each firm presents its strategy to ensure these potentially impairing events do not occur. Furthermore, each private security firm must include any factors not otherwise addressed that support its approach to meeting the measurements and standards set forth in the Performance-Based Statement of Work.

Second, DOS requires that each private security firm provide a complete management plan. The management plan must contain:

• proposed lines of responsibility, authority, and communication;
• proposed organizational structure;
• identification of the policies and procedures for vetting applications for security clearances;
• description of plans that identify and resolve problems;
• an augmentation plan that demonstrates the ability to respond to workload fluctuation in a timely manner.

The U.S. Government further requires each private security firm to include, as part of the management plan: (1) a workload management plan, (2) a client relationship management plan, (3) a sub-contract management plan, (4) a quality control plan, (5) a schedule plan, (6) a management information system (MIS) plan, (7) a government resource usage plan, and (8) a transition plan. The management plan defines how the private security firm will ensure timely, professional and high quality performance and the achievement of deadlines. The workload management plan indicates how the firm will meet foreseeable fluctuations in workload and how it will address workload surges. The client relationship management plan describes the firm’s approach to maintaining effective communication with the U.S. Government. The sub-contract management plan provides proposed subcontractor selection and management processes. The quality control plan provides a summary of the quality processes and minimum controls that will be used to ensure full compliance with all performance objectives and standards. The schedule plan provides indicators that the firm’s management will monitor to determine if/when there is a need to adjust the work schedule. The management information system plan describes what MIS systems the firm uses in controlling work. The government resource usage plan documents the processes to be used for managing and controlling Government furnished facilities, equipment, and materials. The transition plan describes how the work will be transitioned from one private security firm (incumbent) to another (new awardee).

Third, DOS requires all private security firms, prior to being employed by the Department, to address past performance and experience of similar scope, size, complexity, context, and relevancy that demonstrates experience in performing work similar to that described in the Performance-Based Statement of Work (PBSOW). DOS requires each private security firm to list five contracts and/or subcontracts the company (or each partner in the joint venture) has held over the past five years for the same or similar work.

Private security firms provide the following information for each supporting past-performance contract and/or subcontract:

• Customer's name, address, and telephone numbers of customer's lead contract and technical personnel;
• Contract number and type;
• Date of the contract, place(s) of performance, and delivery dates or period of performance;
• Contract size (number of personnel employed by contract year per labor category) and dollar value;
• Brief description of the work, including responsibilities;
• Comparability to the work required under this solicitation;
• Brief discussion of any technical problems and their resolutions;
• Brief discussion of any terminations (partial or complete) and the type (convenience or default) as well as any show-cause notices or cure notices (with explanatory details); and
• Record of deductions taken under any listed contracts, with explanatory details and resolution.

Fourth, The Department of State requires private security firms to submit a business management proposal prior to beginning work with the Department. The business management proposal describes the security firm’s financial condition and capability. Within this proposal, the firm must state what percentage of the company's estimated total business the work required by the U.S. Government will represent. The Department of State requires each private security firm to provide a current statement of financial condition, certified by a third party that includes: (1) an income statement, (2) a balance sheet, (3) a cash flow statement, (4) and a compensation plan. The income statement shows profitability for the past three years. The balance sheet shows the assets owned and the claims against those assets, or what a firm owns and what it owes. The cash flow statement documents the firm’s sources and uses of cash during the most recent accounting period. This information allows the Government to assess a firm’s ability to pay its obligations. Included in the compensation plan, the Government requires proof that each private security firm will properly and fairly compensate its employees. Each private security firm must submit a spreadsheet or chart showing the salaries and fringe benefits proposed for the employees who will provide direct labor under the contract.

Last, The Department of State requires all private security firms to obtain all necessary permits, licenses and insurance in the country that they are conducting business in prior to beginning work with our Bureau. A notice to proceed (NTP) is not issued by the Contracting Officer to a security firm to begin performance under the contract until the Contracting Officer has reviewed a copy of each permit, license, and insurance policy and made a determination that the candidate security firm has meet all requirements.

Qualification and Training Standards

The following document, "Qualification and Training Standards," sets out the standards by which Blackwater USA operates under its State Department diplomatic security contract in Iraq. As with the others in this series, this is a State Department document furnished to the House Committee on Oversight and Government Reform.

Qualification and Training Standards

Each private security firm contract awarded by the Department of State requires that each person who will work on the contract meet specific requirements delineated by position title/description. The security firm contractor must substantiate that each person proposed possesses the requisite experience and training required by the contract before that individual is approved by the Government’s Contracting Officer’s Representative (COR) to start performance under the contract. Specifically, each and every candidate person must be individually nominated by the security firm and then approved by the Government’s Contracting Officer’s Representative before that individual may perform any services under the contract.

Qualification statements for a Guard and a Protective Security Specialist (PSS) are as follows:

Guard

(1) Three (3) years of military, similar police, or local guard force experience.
(2) Familiarity with physical security and access control matters.

Protective Security Specialist

(1) One (1) year experience in protective security assignments

This experience and background may have been gained in any of the following assignments:

• U.S. Department of State Diplomatic Security Service
• U.S. Secret Service
• U.S. Federal Agencies, e.g., FBI (Former special agents with protective security background)
• U.S. Special Forces or Special Operations
• U.S. Military Infantry (Army or USMC)
• Commercial Executive Protection Services With Military or Police Background
• Law Enforcement Experience (U.S. Military Police/Criminal Investigation Division or in an Emergency Services, Special Weapons, or Tactical Operations Type Unit of a Local or State Law Enforcement Agency)

Training Requirements of Local Guard Contracts

The types of training required for a guard contract are basic training, firearms qualification (if firearms are required), annual refresher training, Guard Electronic Monitoring (GEMS) training, explosive detection and x-ray training, and chemical and/or biological awareness and countermeasures training. As a minimum each guard receives 80 hours of basic training and 40 hours of firearms training.

Basic Training: Before assigning an employee to a Department of State contract, each private security company shall have the employee satisfactorily complete a program of basic training approved by the U.S. Government. This training program shall be a minimum of 80 hours duration and include the activities listed below:

Orientation: Introduction to the training program, training objectives, the role of the guard force in the Mission Security Plan. The post Regional Security Officer (RSO) shall participate in this block of instruction.

U.S. Government Assets: Description of U.S. assets to be protected, including name, location, and function.

Local Law and the Power of Arrest: The powers and legal limitations of the guard to use force and arrest offenders, and the relationship of the guard force to the host government security forces.

Terrorism and Criminality: Description of the nature of the threat to U.S. assets, with examples.

Fires and Explosions: Description of the threat to assets from fire and explosions, with examples.

Mission Emergency Plans: Role of the guard force in cases of fire, explosions, bomb search and building evacuation.

Physical Security Measures Employed by the Mission: Description of the access control systems employed, including alarms used (anti‑intrusion and fire).

Basic Guard Duties: General description of guard actions for protection of facilities and residences. Denial of access to unauthorized persons, preparation and maintenance of guard force records, logs, and reports.

Guard Force Communications: Procedures to be used in case of incident; notification of others; use of radio equipment.

General Orders and Post Orders: Emphasis on guard responsibilities, conduct, and penalties for violating orders.

Maintenance of Post Logs and Preparation of Incident Reports: Procedures for preparing daily logs of incident reports.

Unarmed Defense and Restraint of Disorderly Persons: Procedures for defending against physical attack; procedures for restraining others; guidance on the use of force.

The Use of Personal Equipment: Procedures for the use of the baton, handcuffs, and Mace, as applicable.

Access Control Equipment Use and Procedures: Use of electronic body and package search equipment; body search manually; vehicle search and building search for suspected bombs; visitor control systems, including badge issuance and control. (Training shall include general coverage of this subject for all guard personnel, with special hands‑on training for those with access control duties.)

Observation Techniques: Use of observation techniques for static guards, mobile patrol units, and foot patrols to identify, report and record suspicious acts and persons, with special emphasis on surveillance detection techniques for all guards.

Dealing with Government Employees and the General Public: Procedures to be used when conversing with Government employees and the general public; actions to be taken when confronted by hostile individuals and mentally disturbed persons.

Firearms Training

Basic Firearms Training shall be a minimum of forty (40) hours. This training shall be conducted in both a classroom environment and at a suitable firing range. A syllabus for training must be submitted and approved by the Government COR prior to commencement of training, and the COR has the right to be present during any or all stages of training. Firearms training shall address the weapons described in Exhibit E. The contractor shall furnish all material necessary for the training including classrooms, firing range, targets, target holders, ammunition, and weapons. This program shall include the following activities:

(1) Classroom instruction shall include but not be limited to:

• Weapon nomenclature
• Weapon safety features
• Safe weapon handling
• Proper weapon stowage
• Proper marksmanship techniques
• Host country laws and regulations that pertain to carrying and use of the weapon
• Elements of the General Orders and Post Orders covering weapons and armed post

(2) Firing Range training shall include but not be limited to:

• Hands on familiarization with and the proper use of the weapon
• Firing positions
• Firing of the weapon with a minimum number rounds of ammunition
• Speed reloading
• Firearm safety
• Cleaning and maintenance of the firearm

Training Requirements of Worldwide Personal Protective Services (WPPS) Contracts

WPPS requirements include the use of Guards for static positions around compounds where Personal Protective Services personnel are housed and base operations are conducted. The WPPS guards receive the same level of training as guards performing duties under the Local Guard Program. All personnel performing as a Personal Security Specialist (PSS) attend and successfully complete pre-deployment training that consists of 164 hours of instruction delivered by instructors previously vetted by the Department of State’s Diplomatic Security Service. The training requirements are described below. All training is conducted in accordance with Diplomatic Security Service lesson guides provided to the private security firm.

Organization of a Protective Detail: Instruction on the duties, organization, responsibilities, and position nomenclature within a protective detail. This includes Agent-in-Charge (AIC), Shift Leader (SL), Left Rear (LR), Right Rear (RR), Follow Car Driver (FD), Limousine Driver (LD), Lead Car Driver (LCD), Lead Right Front (LDRF), Well (Well), Site Advance (ADV), Lead Advance (LEAD ADV), Pre-Post (PP), Protective Intelligence (PII), Command Post/Residence Watch (CP/RW).

Terrorist Operations: Instruction concerning the terrorist attack cycle and specific instruction about designated terrorist groups that represent a threat to the principal, his immediately family, and members of his staff (indigenous or transnational).

PRS Formations and Standard Operating Procedures: Instruction of the following protective formations: One man escort detail, two person escort detail, wedge, simple diamond, diamond, extended diamond; demonstrate proper formations and positioning during fence line, press conference, speech, and receiving lines; demonstrate proper deployment procedures during arrival and departure scenarios; “running the fenders, Emergency Evacuation Drills, understand and implement basic protective doctrine of “sound-off, cover, and evacuate” during attack on protectee drills. Candidates will receive scenario-based training for responses to attacks on protectee.

Motorcade Operations: Instruction in Diplomatic Security Service tactical motorcade operations, terms, and procedures; understand and implement motorcade immediate action drills, i.e., drive through left or right, reverse out, push out, ram, evacuation of protectee from limousine (duress and non-duress); understand and demonstrate proper use of blocks and screens; negotiate roadblocks and checkpoints; demonstrate knowledge of anti-terrorism driving skills.

Protective Security Advances: Instruction in the duties and responsibilities of a site advance agent; designate primary, secondary, and tertiary routes; identify choke points, ideal attack sites and safe havens on designated routes; conduct a site advance in accordance with Diplomatic Security Service procedures (12 FAH-2); write a site survey in an approved Diplomatic Security Service format; perform a hospital survey.

Radio Procedures: Instruction of Diplomatic Security Service radio procedures, terms for arrivals and departures, motorcade operations, and advances. The candidate should also be able to correctly wear and operate a radio with surveillance wires.

Countermeasures: Instruction in protective security countermeasures and their methods of use for the following: surveillance detection, protective intelligence investigations, threat analysis, and deception operations (dummy and stealth motorcades).

Emergency Medical Training: Instruction of, and capability to perform basic emergency life support and first aid. Medical training will also encompass first aid treatment to victims of a chemical or biological attack.

Firearms Shooting Proficiency: Instruction of and demonstration of acceptable proficiency in the use and handling of all issued personal firearms, to include handguns and shoulder fired weapons. Candidates shall also demonstrate knowledge of the Diplomatic Security Service deadly force policy and Mission Fire arms Policy. Qualifications shall be to Diplomatic Security Service standards, which are determined by Subject Matter Experts: M4 Rifle/Carbine with Iron Sights, M4 Rifle/Carbine with Optics, Glock (Model 19) pistol (Concealed Carry with Belt/Hip, and cross-draw holsters), M249 and M240B machineguns, and the M203 grenade launcher.

Driver Training: Instruction in and demonstration of acceptable proficiency at an appropriate driving location. Training vehicles will be automatic, four-door sedans, suitable to accommodate three students and one instructor per vehicle. Instructors shall be in the vehicles with the students during all vehicle dynamics, evasive maneuvers, and basic motorcade operations exercises. Vehicles shall be kept in safe, operable condition during the training course or replacement vehicles shall be immediately available (no more than 5 minutes of training down time). As a minimum the following topics will be taught:

• Vehicle Dynamics: Serpentine, Braking (threshold non-ABS), with ABS, Braking and Turning (accident avoidance), Turning and braking. Skid Control, Emergency Speed Transitional driving using full road surface and then travel lane only, drive from right front seat.
• Evasive Maneuvers: Y turn, backing through/around traffic and then performing turn around maneuver, ramming vehicle blockades (single and multiple blocking cars, forward and reverse); precision immobilization technique, and defensive line.
• Basic Motorcade Operations: DS tactical motorcade operations, terms and procedures (The contractor shall provide four (4) Suburbans for the basic motorcade operations training portion of the training), motorcade immediate action drills, (Drive through, Reverse Out, Push Out, Ram), blocks and screens; negotiate roadblocks and checkpoints, attack on motorcade scenarios.
• Armored Vehicle Dynamics: Lecture covering characteristics of armored vehicle. Practical exercises to include recovery techniques using the skid pad, serpentine exercises both forward and backwards, swerve to avoid techniques, braking exercises, and Y turns.

Defensive Tactics: Instruction in basic survival skills and defensive tactics. This includes: fundamentals of survival skills for non-lethal and lethal force situations; basic strikes; takedowns; control techniques using pressure points and joint manipulations; weapon retention and takeaways; applications of intermediate weapons using the straight baton and OC spray; and defense against weapon attacks.

Land Navigation and Equipment: Instruction on basic map reading, terrain feature identification, grid coordinates and using a lensatic compass. Instruction is also provided on the use of GPS chart plotting receivers, marking waypoints, plotting routes, and performing basic navigation with GPS devices.

Five examples of superior/heroic contractor performance

The State Department compiled this list of "Five examples of superior/heroic contractor performance," and provided a copy to the House Committee on Oversight and Government Reform.

Five Examples of Superior/Heroic Contractor Performance
(Attachment 4)

Protectee Evacuation: On 23 Jan 07, Raven 7 was on venue at the Municipalities and Public Works Annex (MMPW) building. At approximately 1113 hours they reported receipt of heavy small arms fire. DOS Air Assets were contacted by RSO TOC and requested to provide aerial support. At 1118, the RSO Air Assets arrived in the vicinity of MMPW, and one round of SAF struck an RSO Air Asset door gunner in the cheek. At 1120, RSO Air Assets took their door gunner to the 28th CSH. This COM PSD member was pronounced KIA. During this engagement, the COM Tactical Support Teams (TST) 22, 23, 24 and 26 responded to the MMPW building to support the engaged COM PSD teams, and received heavy SAF while in route and on location. Army attack aviation and Striker units also responded to the MMPW building during this period. The Designated Marksman from Raven 7 on the roof of the MMPW venue remained engaged with a heavy volume of SAF.

At 1150, the RSO Air Assets returned to the scene and again received SAF. This caused one RSO Air Asset to land at Ministry of Health. The other RSO Air Asset (Hughes 530) crashed at MB 4318 8958, approximately 700 meters southeast of the Municipalities and Public Works Annex due to heavy SAF. This location was not confirmed until 1315. The search for the downed RSO Air Asset began immediately. During this search, U.S. Army, COM PSD, and RSO Air Assets were continuously engaged with heavy SAF. Additional RSO Air Assets were requested and responded to the vicinity of the last known location of the downed RSO Air Asset.

At 1315, the Army Striker unit secured the crash site, and was engaged with a heavy volume of SAF. COM TST linked up with the Striker unit at 1323. All four COM PSD in the RSO Air Asset were declared KIA. U.S. Army, COM PSD, and COM TST remained continuously engaged by an undetermined number of insurgents during the evacuation of the 4 KIA remains. At 1541, all COM PSD elements were secure in the International Zone.

There were 5 RSO Air Asset members KIA during this engagement. There were no COM direct hires injured during this engagement. There were no other casualties, or injuries to COM personnel. There are numerous impacts of SAF on COM vehicles, as well as an undetermined amount of damage to equipment.

Explosive Discovery/Mission Aborted: November 2, 2006 - Team 13, advancing for Team 11, arrived at the venue. DDM was in a position on the roof of the venue and observed a local national placing an object on the ground adjacent to the entrance of the venue. The object had protruding wires. Team 13 with embedded RSO agent (Kauffmann) advised Team 11 to abort the mission and return to base. DDM’S on the roof observed a second man they surmised was the trigger man for the command detonation of this IED. Blackwater air was contacted and extracted the DDM’S from the roof of the venue (B22) leaving aerial gunners in their place. Air took Team 13 shooters to LZ Washington (B5) and dropped them, returning to pick up their aerial gunners and provide convoy coverage for Team 13 as they returned to B6. Team 13 returned safely to base at 1118 with no further incidents. No shots were fired by our team, and no COM personnel were harmed.

Rescue Operation: October 22, 2006 - Today at about 1630 hours, Blackwater Aviation “Little Birds” BW 33(Chalk #1) and BW 34(Chalk #2) were returning from a mission when BW 34 observed a US Army motorcade that was attacked by an insurgent placed explosive formed charge (EFP) in the vicinity of G3.

The aircrews observed that the vehicles struck by the EFP contained numerous US casualties. BW 33 with Door Gunners Mark York (Medic) and John Scarbrough made the decision to land at the attack site, assess the wounded and provide MEDEVAC capabilities. Mark exited the aircraft upon landing at the site with John providing security. Mark quickly went to work assessing the wounded and beginning triage. He made a rapid decision to immediately transport two of the more seriously wounded via BW 33 to the Combat Surgical Hospital (CSH) in the International Zone. As the wounded were loaded, Mark would remain behind to continue treating the remaining casualties, while John accompanied the wounded and continued in-flight care.

During this time, BW 34 with Door Gunners [Name redacted] and [Name redacted], provided overhead protective cover for BW 33 expecting a secondary attack during the rescue efforts. BW 34 also requested the medium lift helicopters (412) BW 126 and BW 608 respond to the scene and assist with the MEDEVAC due to the potential number of causalities involved. BW 34 would remain on scene and secure the site and protect the soldiers on the ground while BW 33 flew to the CSH with the first load of wounded soldiers.

BW 126 carrying Door Gunners [Name redacted] and [Name redacted], and BW 608 with Door Gunners [Name redacted] and [Name redacted] arrived on scene. The gunners set up a security perimeter and began loading wounded soldiers for transport. [Name redacted] (Medic) immediately assisted [Name redacted] with medical duties and evacuated the remaining wounded to the CSH.

Throughout this incident each individual performed his duties flawlessly, with the utmost concern for the wounded and the safety of all those involved. Their calm demeanor and actions prevented unnecessary causalities during the rescue efforts and saved the lives of five US soldiers.

Rescue Operation: On 8 September, 2006 at approximately 1345 hrs, Air Force Major [Name redacted] drove out of the International Zone (IZ) inadvertently past Check Point 12 (CP12) into the Red Zone. MAJ [Redacted] then became lost. She realized her error and tried to backtrack into the IZ. During this maneuver she was fired upon by unknown persons with small arms fire (SAF). The SAF then broke out the driver’s side window of her soft-skinned Ford Explorer. She escaped the attack and drove to an Iraqi Checkpoint where the Iraqi Police surrounded her and protected her. She called a friend in the IZ who then called the RSO TOC and gave us her number. The RSO TOC then called MAJ Larue and tried to determine her location. The Watch Officer sent Blackwater Air and the TST team to search for her while she was on the phone with the RSO TOC. After an intensive search MAJ [Redacted]’s Explorer was located southwest of the IZ on Route Jackson. Blackwater air evacuated her to the Combat Army Support Hospital (CASH). Her injuries appeared to be minor at that time. The Army sent out a unit to recover her Explorer.

Explosive Found: On 23 April 2006, at 1100hrs, my explosive detection K-9, Peggy and I were assisting Hammer 4 on a mission in support of the US Embassy to Panjshier Valley PRT. During this mission we were providing security for Under Secretary of State Fore. During this mission K-9 Peggy was used to search the parking lot adjacent to the PRT and the storage facility prior to the Under Secretary’s arrival. Canine Peggy showed a noticeable difference in behavior and pulled upwind towards a row of old Russian V-twin motors. Peggy started to scan the area and moved towards the center of the motors and placed her nose on a green in color object which she sourced and recognized as explosive odor. K-9 Peggy began to alert as I recognized the object to be a live RPG round. I verbally praised the canine and moved away from the area. I immediately notified our OPS, [Name redacted] and the TC for Hammer 4, [Name redacted]. They both confirmed the object to be a RPG 5 with the pin removed and already fired (rendering it live ordnance). The shift leader was notified and the area was determined to be unsafe. The mission continued but the Under Secretary was kept at a safe distance from the UXO.

What does Blackwater do?

BLACKWATER OVERVEW

What is Blackwater all about? Here's how the company describes itself:

Blackwater Worldwide is a great American company that provides innovative private sector solutions to US Government and non US Government clients. Founded in 1997, we were initially envisioned as a basic training facility to support the needs of local and regional law enforcement personnel. Today, Blackwater Worldwide is capable of providing much more. Its owner is Erik Prince, a former Navy SEAL. Since 1997 he has expanded his corporate vision, empowering a talented collection of seasoned professionals from a wide range of disciplines, directing them to develop cost efficient and operationally effective solutions for the US Government and other clientele. The company’s ability to deliver custom solutions is made possible through the integration of its four core competencies: Advanced Training, Logistics/Mobility, Technology/Innovation, and Human/Material resources.

Headquartered in Moyock , North Carolina , Blackwater Worldwide is situated on 7,000 acres. The largest private training center in the United States , our corporate facility is comprised of many unique training ranges, special tactical training areas, and other training support activity centers. We also have extensive technology design and manufacturing capabilities making our Moyock Headquarters a one of a kind center for problem solving excellence.

As one of the world’s most successful security services corporation, we are a leading provider of creative solutions for the United States government. We have designed and manufactured a myriad of innovative products; state of the art remotely piloted airships, IED safe armored personnel carriers, and effective training support systems to name a few. Blackwater Worldwide operates in nine countries delivering critical assistance to clients focused on post conflict and post disaster stabilization efforts.

Mission

Blackwater efficiently and effectively integrates a range of core competencies to provide unique and timely solutions that exceed our customers stated need and expectations.

Guided by integrity, innovation, and a desire for a safer world, Blackwater professionals leverage state-of-the-art training facilities, professional program management teams, and innovative manufacturing and production capabilities to deliver world class customer driven solutions.

Advanced Training

Safe, realistic, and challenging are the hallmarks of Blackwater Worldwide’s training facilities and training staff. Whether its small arms training, advanced counterterrorism training, language training or gaining cultural knowledge for a specific country, we serve to improve the mission capability and ultimate success of law enforcement organizations, military organizations, and other federal agencies.

Protective Operations – Blackwater Worldwide offers a range of protective security training courses designed to assist your organization with managing risk. In addition we can assist with developing effective security operations to improve your company’s safety and security environment.

Maritime Operations - USCG approved school for mariners, offering basic shipboard safety training (STCW 95) and tactical training courses for law enforcement and the military. Blackwater Worldwide can develop and teach courses of instruction in support of all facets of the maritime industry and ship operations, serving both domestic and foreign clients.

Law Enforcement Operations – Blackwater Worldwide’s extensive tactical firearms training facility is capable of providing a wide range of instruction and training for all types of law enforcement organizations. From basic firearms training to complex SWAT tactics or corps of instructors can meet all your training requirements.

Exercise Design & Support – Training is a key element for successful execution of any operation. With decades of operational expertise Blackwater Worldwide can design simple to complex real world training scenarios to provide realistic training and feedback. Our 7,000 acre facility and a complement of role players are available to assist with your training and evaluation.

Homeland Security Operations – Man-made and natural disasters require an immediate robust response. Blackwater Worldwide’s extensive training facility and staff of former military and law enforcement professionals can provide the needed training and operational expertise to prepare security teams to effectively support state and federal emergency response units.

International Training Teams – Blackwater Worldwide has successfully provided assistance in training foreign military organizations in combating transnational terrorism, coastal/harbor patrol threat interdiction, interdicting terror activity, and interdicting weapons of mass destruction, in support of Department of Defense security initiatives, and other US Government agencies,

Language & Cultural Training - In partnership with LEIRA Beyond Words, Blackwater Worldwide can design tailor made language programs. The "Leira Method" developed by Christina Leira provides a unique language instruction environment, to impart a maximum amount of language skill and cultural knowledge in a short period of time. This accelerated learning method has proven highly effective for US Navy SEAL language students during the past 15 years at the Naval Special Warfare Command.

Mobility/Logistics

Blackwater Worldwide is optimized to deliver a full range of transportation and logistics solutions to include equipment, material, and personnel. With an extensive experience in both domestic and international air, ground, and sea operations, we can offer a variety of unique transportation services.

Aviation Mobility - From Africa to the Pacific Rim , Blackwater Worldwide moves equipment, material, and personnel utilizing our own fleet of special aviation platforms. We offer a tailor-made, competitive solution for any aviation requirement.

Ground Mobility - Supported by a staff of expert logisticians Blackwater Worldwide has the expertise and experience to leverage the ground transportation industry to move cargo. Our worldwide network provides for an efficient and dependable delivery system to get your cargo to its destination.

Maritime Mobility - Whether it’s the requirement for an offshore command & control platform or a requirement to move resources by sea, Blackwater Worldwide has the solution ideally suited to ensure maritime business continuity.

Supply Chain Management - Blackwater Worldwide achieves integration among its business partners to streamline the flow of information and products between us, our customers, and our suppliers. This type of extended enterprise removes the geographic restrictions and boundaries and creates a much more efficient, seamless path to delivering results.

Special Cargo Handling & Shipment Support – When you want to be confident in getting high value, time critical equipment shipped overseas Blackwater Worldwide can deliver. With a global presence and a well established network of logistic centers you can be assured that your cargo will arrive at its destination safely. We specialize in navigating through international and domestic guidelines, HAZMAT packaging and shipping, and special cargo handling movement.

Warehouse Storage & Distribution – Blackwater Worldwide has successfully established overseas warehouse and distribution centers to support operations in low stability/high threat environments. Our experience and ongoing operations make us an ideal choice in meeting the demands of critical delivery of goods and equipment to places of operation.

Construction Program Management – Blackwater Worldwide is prepared to meet your needs in building construction. Innovation and ingenuity are hallmarks of our construction company. Whether it’s a runway you need built or a 70,000 square foot manufacturing facility Blackwater Worldwide can produce quality results in record time.

Technology / Innovation

Blackwater Worldwide has built its reputation on providing time critical, cost effective, efficient solutions that meet or exceed the requirements of the customer. Through innovative thinking, ingenuity, and efficient use of resources we create solutions in a timely manner that get results.

Unmanned Aerial Vehicles (Design & Mfg) – One example of Blackwater Worldwide’s design and manufacturing capability is the remotely piloted airship vehicle. It represents the company’s ability to offer a cost effective persistent surveillance solution to support operations along America ’s borders or to support troops operating in tough environments.

Armored Ground Transport (Design & Mfg) - Blackwater Worldwide manufactures reliable armored personnel carriers (APCs) designed to provide superior protection at a reasonable price. Our armored vehicles can be easily reconfigured to accommodate specific mission requirements. Variants can be used for urban patrolling, convoy protection, troop transportation, command and control, medical evacuation and reconnaissance.

Mission Support Equipment (Design & Mfg) - Mobile, lightweight, easily deployable antenna systems for omni-directional communications (1000 mile range) and mobile perimeter security systems are just two examples of Blackwater Worldwide’s design and manufacturing capability to create cost effective timely mission support solutions.

Maritime Platforms (Design & Mfg) - Blackwater Worldwide is able to provide operationally ready maritime assets which can fill a variety of roles including logistics and transportation, security, surveillance, fisheries enforcement, or perform as a command & control platform for operations and exercises. With a number of tactical maritime craft and shipping in our inventory we can provide the right platform to meet your needs.

Operational Test & Evaluation - With over 7,000 acres and the availability of expert operators from all facets of the military and private industry, Blackwater Worldwide has the facilities and expertise to test new concepts, evaluate new tactical support technology. We can provide insight that can help customers achieve operational success.

Armor/Weapons (Design & Mfg) - Blackwater Worldwide combines more than one hundred years of experience with sixty-two certifications to service numerous patented weapon systems. Our 7,000 acre complex is ideally suited for testing new weapons and armor designs in addition to leveraging on-site expertise to conduct critical design evaluations of new technology.

Research & Development – Blackwater Worldwide has the expertise, innovative spirit, and “can do” attitude to conduct timely research and development of new concepts or current designs to ensure cost effective and realistic solutions that meet the requirements of the customer.

Human & Material Resources

With a highly qualified team of experienced professionals and a thorough understanding how a scarcity of key resources can adversely affect the successful execution of an extended operation, Blackwater Worldwide is prepared to efficiently meet the human and material demands of our customers worldwide.

Recruit Highly Skilled Personnel – Blackwater Worldwide’s Operational Support Unit (OSU) is staffed with dedicated and expert recruiters focused on finding the right talent to meet the customer’s needs. Our proprietary software allows for the rapid search of over 30,000 personnel in a database designed to efficiently find professionals in all fields of expertise to support the spectrum of operations Blackwater Worldwide.

Evaluate & Screen Contract Support Personnel - With over ten years of experience deploying personnel, Blackwater Worldwide is effective in selecting the right professional for the job. Our psychological and physical screening process identifies strong candidates that meet the rigorous requirements outlined by the customer. It’s not enough to just pass the screening process - our extensive training facility is ideally suited to closely evaluate skill sets to ensure we select only the best professionals for the job.

Program Management – Operations, regardless of size and scope are managed and lead by a dedicated staff of professionals on site. They are supported at corporate headquarters by a team of personnel with operational expertise who provide daily oversight and monitor rotation of personnel to ensure 100% manning during the duration of the contract.

Material/Supply Management – Years of managing overseas operations in multiple locations has provided Blackwater Worldwide with extensive experience in creating efficient and cost effective material and supply management solutions to better serve the customer.

Procure Material Resources - Backed by a staff of expert procurement professionals Blackwater Worldwide is well equipped to research, locate, and competitively price material resources to support your needs regardless of the location of your operation.

Lease Material Resources - Purchasing material resources may not always be the right solution to meet your demands. Blackwater Worldwide, when necessary, can support your operations with leasing options that reduce the cost of doing business in a competitive environment.

Special Purpose Canines – Blackwater Worldwide can provide top notch dogs for use in search for explosives and narcotics. The dogs and handlers are developed by trainers and master trainers; certified by the Virginia Police Work Dog Association or the North American Police Work Dog Association. Regardless of location we can readily support any scale of operation to meet the needs of your organization.