02. PA2243 General Specifications and Provisions.pdf

Airport Wide Window Cleaning Services General Specifications and Provisions

Page 1 of 35 PA2243

GENERAL SPECIFICATIONS AND PROVISIONS

Table of Contents

Part 1. Introduction

1.1. Related Documents

Part 2. Scope of Work

2.1. Scope of Work Requirements

2.2. Work Beyond Specifications/Scope of Work

2.3. Scope Modifications

2.4. Contract Price Adjustments

Part 3. Specifications

3.1. Work Schedule

3.2. Technical Specifications

3.3. High Dusting

Part 4. Performance

4.1. Airport Standard Service Level

4.2. Applicability

4.3. Contractor Evaluation Program

4.4. Evaluation Program

Part 5. Charge Reimbursable Work

5.1. General Requirements

Part 6. Coordination

6.1. General Requirements

6.2. DFW IOC Process

6.3. Protection of Existing Utilities

Part 7. Work Management

7.1. Communication

Part 8. Contractor Personnel

8.1. General Requirements

8.2. Staffing Requirements

8.3. Management Personnel

8.4. Subcontractors

8.5. Employee Certificates, Licenses and Permits

8.6. Employee Training

Part 9. Materials and Equipment

9.1. General

9.2. Material Furnished by DFW Airport Board

9.3. Material Furnished by Contractor

Page 2 of 35 PA2243

9.4. Contractor Owned Equipment

9.5. Window Cleaning Equipment

9.6. Prohibited Materials and Equipment

Part 10. Contractor and Subcontractor Parking

10.1. General Requirements

Part 11. Quality Control

11.1. General Requirements

11.2. Performance Evaluation Enforcement

11.3. Standards

Part 12. Airport Security and Regulations

12.1. Aircraft Operations Area (AOA) Procedures

12.2. Vehicular Access

Part 13. Reporting & Records

13.1. Reports

13.2. Records

Part 14. Airport Access Provisions

14.1. Access

14.2. Identification Requirements

14.3. Airport Security

Part 15. Safety Provisions

15.1. General Safety

15.2. Protection for the Public and Property

15.3. Regulatory Requirements

Part 16. Phase-In and Phase-Out

16.1. Phase-In Period

16.2. Phase-Out Period

Part 17. Definitions, Acronyms, and References

17.1. Definitions

17.2. Acronyms and Abbreviations

Page 3 of 35 PA2243

Part 1. Introduction

1.1. Related Documents

1.1.1. This Specification Article shall be subject to all the requirements of the “General

Specification and Provisions”.

1.1.2. If there is a conflict between the “General Specifications and Provisions” and the requirements of other contract documents, the greater quantity or quality shall take precedence.

Part 2. Scope of Work

2.1. Scope of Work Requirements

2.1.1. The Contractor and its Subcontractor(s) shall provide all window cleaning services on all buildings listed under Exhibit 1A - Price Per Location, at the established frequency. The services required under this Contract consist of all window cleaning tasks listed under the

Specifications/Scope of Work and related documents, including, but not limited to: high dusting, auto dock systems wash, oversight of operations, maintenance management and quality control services.

2.1.2. The Contractor shall provide all labor, supervision, training, testing, technical services, consulting services, materials, equipment, tools (including any necessary specialty tools and equipment) chemicals, and other accessories, services, tolls, fuels, and procedures necessary for the proper execution of the work specified at the established frequencies.

2.1.3. The frequency of the work is established under Exhibit 1A - Price Per Location, for each location listed and are determined by Board staff. Frequencies may, at time, change depending upon operational needs and budget of the Airport.

2.1.4. Contract Pricing, as established by the Contractor under Exhibit 1A - Price Per Location shall be all inclusive and shall be the total cost to the Airport to clean each location listed by the square footage and frequency established.

2.1.5. The Contractor shall identify buildings that require additional effort (such as window polishing) to mitigate the effects of ingrained dirt and oxidation from infrequent window cleaning.

The Contractor shall submit a report to the Board Representative that lists the affected buildings, describes the condition of the windows, and a proposed mitigation plan for each building. All mitigation work shall be negotiable under the Charge Reimbursable Work clause of this

Contract.

2.1.6. The Contractor shall inform the Board Representative if existing building conditions hinder the selection of the most safe and efficient, or effective window cleaning methods. (For example: if the most safe and efficient method requires a rope descent system, but the building does not have the appropriate roof anchorages.)

2.1.7. The Contractor shall identify and notify the Board Representative areas that are not accessible. Failure to provide such a list shall indicate the Contractor is not capable of providing the window cleaning services as specified.

2.1.8. The Contractor shall coordinate, work with, and support providers of the following services:

2.1.8.1. Custodial services to minimize scheduling and service conflicts.

Page 4 of 35 PA2243

2.1.8.2. MEPS, Landscaping, Conveyance, Baggage Services, the Baggage Control

Room (BCR), Pest Management and others providing services to DFW Airport.

2.1.8.3. The Contractor shall cooperate and coordinate with the Terminal Integrated

Facilities Maintenance (IFM) Contractors to provide services as required. The IFM

Contractors shall coordinate the schedules of all contractors working at Terminals to avoid conflicts. The Board Representative has the final authority for Contractual Interpretations.

2.1.9. The Contractor and its Subcontractor(s) shall comply with all applicable Federal, State, and DFW Airport Policies and Procedures.

2.1.10. The Contractor shall provide on-call servicing and ensure that the Airport obtains high quality, timely and cost-effective Window Cleaning support services with only one phone call to one phone number.

2.1.11. The Contractor shall develop an initial detailed work plan for each building listed in

Exhibit 1A - Price Per Location prior to its first service and shall present all work plans to the

DFW Airport Board ETAM Asset Management Representative for approval prior to proceeding with window cleaning activities.

2.1.12. The DFW Airport Board Asset Management Representative reserves the right to request the Contractor and its Subcontractor(s) any specified service be re-performed. Should the Contractor and/or its Subcontractor(s) fail to immediately correct the deficiency, DFW Airport

Board Asset Management Representative reserves the right to have a third-party correct the deficiency and deduct the cost of the Corrective Action from the Contractor’s next payment.

2.2. Work Beyond Specifications/Scope of Work

2.2.1. At no time shall work beyond the scope be performed without prior written approval from the Board Representative. Work required beyond that specified herein, shall be reported in advance to the Board Representative.

2.2.2. Price for work authorized by the Board Representative beyond that specified herein shall be by the hourly rate, as provided by the Contractor under Exhibit 1B – Charge

Reimbursable Hourly Rate.

2.3. Scope Modifications

2.3.1. DFW Airport Board may request a Change of Services, frequency, space, and/or scope at any time during the Contract term. During the Contract term, changes may be required to clarify the documents, to add or reduce the Scope or Services, and/or to react to space usage changes. Changes during the Contract term shall be accomplished by a written Change Order.

2.3.2. The DFW Airport Board Asset Management Representative may request a Change of

Services and a reduction in costs in accordance with this Article.

2.3.3. Modifications for which a Change Order shall include, but are not limited to:

2.3.3.1. Changes to the Contract period of operations, changes in shifts, additions and/or reductions in the area included in the Scope of Work, Security Regulations, and additions or reductions in the tasks as defined in the Scope of Work.

Page 5 of 35 PA2243

2.3.4. DFW Airport Board may request a modification by issuing a Change Order which shall include a detailed description of the requested modifications and/or supplementary or revised

Contract documents. The Contractor shall complete a detailed Quotation Response and return it to the DFW Airport Board Asset Management Representative within ten (10) working days.

The Contractor’s price shall be valid for a minimum of ninety (90) days from receipt of Quote.

2.3.5. The Contractor may propose a modification by submitting a Request for Change, which shall include the following documentation: a detailed written description of the change, the reason for the change, the full effect and impact of the change on the Scope of Work, and the effect and impact on the Contract Sum and/or Contract period.

2.3.6. The Contractor shall document each quotation for a modification with specific data to allow evaluation of the quotation. Supporting data shall include quantities of products, labor and equipment; insurance and bonds; overhead and profit; and credits for deletions from Contract.

2.3.7. The Change Order shall become part of the Contract only after the Contract Change

Order document has been executed by the Board’s Vice President of Procurement and materials

Management, or designee, and the Contractor.

2.3.8. Addition or Reduction of Services/Space by DFW Airport Board

2.3.8.1. When blocks of space totaling 5,000 square feet or more are expected to remain unoccupied for thirty (30) calendar days or longer, the DFW Airport Board Asset

Management Representative may request a Contract Modification and a reduction in

Costs.

2.3.8.2. The DFW Airport Board Asset Management Representative will notify the

Contractor in writing of effective date the area(s) is to be dropped and/or returned to normal service at least three (3) full working days in advance of these dates. The period for deducting Services will begin on the effective date as stipulated in writing through a

Contract Change Order executed by the DFW Airport Board Asset Management

Representative and the Contractor and will continue until the effective date on which the

Service is resumed.

2.3.9. Suspension of Services/Space by DFW Airport Board

2.3.9.1. DFW Airport Board may, without cause, order the Contractor in writing to suspend, delay or interrupt the Work in whole or in part for period of time as DFW Airport

Board may determine:

2.3.9.2. The Contract Sum and Contract Period shall be adjusted for decreases in the cost and time caused by suspension, delay or interruption as described above.

Adjustment of the Contract Sum shall include profit.

2.3.10. No adjustment shall be made to the extent:

2.3.10.1. That an equitable adjustment is made or denied under another provision of the

Contract Specifications.

Page 6 of 35 PA2243

2.4. Contract Price Adjustments

2.4.1. DFW Airport Board has determined this contract will not be eligible for any price adjustments, with the exception of DFW Airport imposed charges for Badging, Employee

Transportation Charges and AOA Permits.

Part 3. Specifications

3.1. Work Schedule

3.1.1. The Contractor and its Subcontractor(s) shall schedule and perform window cleaning services so as to minimize inconvenience to building occupants. All schedules are to be submitted two weeks prior to the service and shall be approved by ETAM Board Representative.

In instances where building occupants are seriously inconvenienced, the window cleaning activities shall be rescheduled at the discretion of the Board Representative.

3.1.2. The Contractor shall obtain approval from the Board Representative prior to starting any cleaning that may interfere with DFW Airport operations. If areas are to be sectioned off for window cleaning, the Contractor shall submit a schedule of work thirty (30) days prior to actual start date. The schedule shall be submitted to the Board Representative who will inform the

Contractor that the work schedule has been approved/denied. Established schedules may be approved for the duration of the Contract but may need to change if events warrant such a change.

3.1.3. Airport operations may require a majority of the work at the Terminals, Airport

Headquarters, DPS Headquarter, and the Rental Car Center to be performed between the hours of 10 P.M. and 4 A.M. The accessibility of these locations is at the discretion of the DFW Airport

Board Asset Management Representative. The Contractor shall schedule access with the DFW

Airport Board Asset Management Representative. Cleaning in some areas or structures shall be conducted at specific times to reduce impact on traffic or DFW Airport operations. The methods and schedules for these areas shall be approved by the Board Representative a minimum of thirty (30) days prior to scheduled work. These areas include, but are not limited to:

3.1.3.1. Sky bridge and terminal tunnel windows or windows above or adjacent to roadways. The Contractor shall provide appropriate traffic control to ensure the safety of personnel and motorists.

3.1.3.2. Terminal windows or windows above or adjacent to the Airport Operations

Area (AOA). The Contractor shall ensure minimal disruption to DFW Airport operations;

3.1.3.3. Terminal arrival pickup and/or departure drop-off areas.

3.1.3.4. Terminals A, B, C, and E escalator tubes.

3.1.3.5. Terminals A, B, C, and E rooftop windows visible from Skylink.

3.1.3.6. Terminal D interior panels (2nd floor) in ticket counter areas and adjacent to escalators (in conjunction with cleaning adjacent windows).

3.1.4. The Contractor shall provide appropriate lighting and other equipment, or supplies needed to complete the work to the standards set forth in these specifications.

Page 7 of 35 PA2243

3.1.5. The Contractor shall adjust work hours depending on available access to locations to perform functions and shall not disrupt DFW Airport tenants’ operations.

3.1.6. Weather conditions across the country may affect Airport Operations and the

Contractor’s ability to perform services. Airport operations is the first priority and the Contractor shall reschedule its work when requested by DFW Airport Board Asset Management

Representative.

3.2. Technical Specifications

3.2.1. The following Technical Specifications are representative of the maintenance services required under this Contract. These services shall include, but shall not be limited to the cleaning of:

3.2.1.1. All building envelope windows and frames on the exterior side.

3.2.1.2. All building envelope windows and frames on the interior side.

3.2.1.3. All exterior window entrances and frames

3.2.1.4. All windows, inside and outside, taller than seven (7) feet above finished floor.

The Contractor shall not be responsible for windows that are less than seven (7) feet above the finished floor.

3.2.1.5. All interior glass (such as doors, walls, partitions, protective covers, barriers, and railings) that is NOT safely accessible without using specialized rigging.

3.2.1.6. All glass canopies adjacent to interior glass partitions and exterior windows.

3.2.1.7. Interior and exterior of windows in Garage Lobbies.

3.2.1.8. Clean inside and outside of Partition glass adjacent to escalators.

3.2.1.9. There is a glass elevator at Terminal D, in the area of gate D-18. The contractor shall clean the partition glass surrounding the elevator and the elevator’s glass.

3.2.1.10. High cleaning and dusting, including vacuuming high ledges, frames and vents adjacent to windows.

3.2.1.11. High cleaning and dusting of the exterior air conditioning ducts (round white pipes) in the Skylink Stations: Terminal A - North; Terminal A - South; Terminal B - North;

Terminal B - South; Terminal C - North; Terminal C - South; Terminal D - North; Terminal

D - South; Terminal E – North; and Terminal E - South.

3.2.1.12. High cleaning and dusting of the curved wall top to bottom at the Skylink

Stations: Terminal A - North; Terminal A - South; Terminal B - North; Terminal B - South;

Terminal C - North; Terminal C - South; Terminal D - North; Terminal D - South; Terminal

E – North; and Terminal E - South.

3.2.1.13. High cleaning and dusting of the roof top of concessionaires’ facilities within

Terminal D.

3.2.2. Window sashes, sills, woodwork, and other surrounding surfaces shall be wiped free of drippings and other water marks.

Page 8 of 35 PA2243

3.2.3. Upon completion of window cleaning, the Contractor shall return all window treatments to original positions and shall ensure that window treatments are neat and tidy.

3.2.4. Cleaning personnel shall protect windowsills when standing on or placing cleaning materials on them.

3.2.5. After each cleaning operation, glass shall be rinsed to remove any detergent solution residue. Glass shall be clear, clean, and free of dirt, grime, streaks, and excessive moisture.

3.3. High Dusting

3.3.1. The Contractor shall perform high dusting with a microfiber wipe or cloth.

3.3.2. The cleaner must capture the dust on the surface of the wipe or cloth and not spread it around by flicking the wipe.

3.3.3. The end results will leave surfaces free of dust.

Part 4. Performance

4.1. Airport Standard Service Level

4.1.1. The Airport standard service level is established as the performance of all tasks/work required following or exceeding the Specifications/Scope of Work, resulting in a uniform clean appearance throughout the area treated, leaving no wand trails, missed areas, or residue on the cleaned areas/surfaces.

4.2. Applicability

4.2.1. The Contractor and its Subcontractor(s) shall maintain the Airport’s standard quality of service level at all time. The Airport reserves the right to perform quality assurance inspections or surveys. Should these inspections or surveys indicate other than an acceptable quality level;

the Contractor shall take immediate and appropriate corrective action to raise quality to the

Airport standard service level.

4.2.2. The Contractor’s inspections of areas reporting, documentation, and performance of all Work herein shall be proactive, professional, and accurate. Communication and correspondence shall be timely and efficient. The quality level shall be maintained as specified in the Contract. DFW Airport reserves the right to perform Quality Assurance Inspections and/or

Surveys. Should these inspections and/or surveys indicate other than an acceptable quality level; the Contractor shall take immediate and appropriate corrective action to raise quality of the Level of Service.

4.2.3. Any adjustment to the Level of Service requires prior written approval of the ETAM

Representative and execution of a Change Order.

4.2.4. The Evaluation Criteria for the Level of Service is located in Section 4.4 Performance

Evaluation.

4.3. Contractor Evaluation Program

4.3.1. The Contractor Evaluation Program exists to evaluate the Level of Service provided to

DFW Airport by the Contractor. It consists of Quality Assurance Inspections by DFW Airport staff and the effectiveness of the Contractor’s Quality Control Program.

Page 9 of 35 PA2243

4.3.2. The evaluation of the Contractor’s quality control program involves an ongoing review and analysis of work performed.

4.4. Evaluation Program

4.4.1. The DFW Airport Board is committed to the implementation of a Facilities Service

Provider Performance Evaluation Program to ensure that: DFW Airport Standards and

Procedures are followed; contracted facility service providers have adequate management, staff, tools, materials and training; facility equipment, operational support systems and physical assets are functioning, operated, and maintained at a service level that meets or exceeds facility customers and tenants expectations.

4.4.2. The persons participating in the evaluation program shall be involved with and have knowledge of the facilities purpose and the performance requirements of the service contract, to ensure that the evaluation findings are accurate and credible.

4.4.3. The goal of the Performance Evaluation Program is to provide the best Airport facilities possible through: a partnership with the Maintenance Service Providers, early identification of necessary contract changes and prompt correction of contract non-compliance situations.

4.4.4. Representatives from the Energy, Transportation / Asset Management Department

(ETAM) will review and evaluate the Service Contractor’s performance. Facility management / maintenance consultants may be utilized to provide solutions for unique maintenance challenges (as required).

4.4.5. The ETAM Quality Assurance business unit will implement and operate the

Performance Evaluation Enforcement Program. The Service Provider’s performance along with inspections, verifications and observations performed by the ETAM Quality Assurance business unit will be the primary information used. Acceptability of the service level received will be based upon a comparison of information contained in the performance review and the performance requirements identified within the service contract. As requested and determined to be appropriate by the ETAM representatives; additional performance related information including but not limited to: facility customer or tenant feedback, Quality Assurance inspections or observations, and information provided by the service contractor may be incorporated into the review process to ensure a fair and equitable evaluation of the service level received is achieved.

Part 5. Charge Reimbursable Work

5.1. General Requirements

5.1.1. The term 'Charge Reimbursable Work' shall mean work specified herein and performed or services rendered by the Contractor or a Subcontractor which are in addition to services described in other parts of the Specifications. Charge Reimbursable as used in the

Contract applies to parts, supplies and/or additional labor above and beyond minimum staffing requirements such as specialized sub-contractor support or documented overtime for which

DFW Airport will reimburse the Contractor. Examples of Charge Reimbursable Work are:

5.1.2. Work required to repair acts of vandalism, special requested projects, special unscheduled Work, and upgrades, as requested and approved in writing by the DFW Airport

Board Asset Management Representative;

Page 10 of 35 PA2243

5.1.3. All labor required for scheduled and unscheduled specified services and Quality

Control, regardless of cost, shall be understood to be included in Contract. Since this Contract requires on-site coverage, the Contractor will not be reimbursed for labor under the Charge

Reimbursable Work clause unless additional labor beyond the Contract Requirements is required for the project and approved in writing by the DFW Airport Board ETAM Asset

Management Representative.

5.1.4. Charge Reimbursable Work shall be subject to the following requirements:

5.1.4.1. No Charge Reimbursable Work shall be commenced without the prior written approval of the DFW Airport Board Asset Management Representative. In emergency situations verbal approval is allowed;

5.1.4.2. Charge Reimbursable Work shall be performed at the Straight Time Rate, as stated on the Pricing Form;

5.1.4.3. Premium Rates only apply if DFW Airport requested a specific person to perform a task, and that request would result in that person having to work beyond his or her normal schedule for the day/week;

5.1.4.4. Unless otherwise approved in advance by the DFW Airport Board Asset

Management Representative, all Charge Reimbursable Work above $3,000 shall be competitively Bid to at least three (3) qualified Service Providers, Subcontractors or as instructed by the DFW Airport Board Asset Management Representative. (The term ‘Qualified’ in this instance pertains to the qualifications of the Service Provider and/or Subcontractor to perform the Services needed for a specific project.);

5.1.4.5. All discounts or rebates received by the Contractor or its Subcontractor in connection with the performance of Charge Reimbursable Work shall be credited against the cost charged by the Contractor to DFW Airport Board;

5.1.4.6. The Contractor shall be prepared to provide support for special projects and any additional DFW Airport Board needs, such as new tenant and/or departments’ special requirements, energy conservation initiatives, etc., as needed.

5.1.5. Parts and labor costs for approved Charge Reimbursable Work shall be reimbursed to the Contractor. Charge Reimbursable costs include:

5.1.5.1. Additional labor above that already provided by the Contractor, Upgrade and/or Elective Special Project Work requested by DFW Airport. Charge

Reimbursable Work shall be reimbursed after completion of approved Work;

5.1.5.2. The Contractor’s invoice shall include a percentage markup for additional labor (costs incurred beyond the contract requirements as specified in the Mandatory

Minimum Staffing Matrix for both the Contractor and Subcontractors), parts and materials, profit and any other markups for the Subcontractor cost for all Charge

Reimbursable Work. The markups for Charge Reimbursable Work are limited to

15% if the Contractor performs all of the Work. The Contractor is allowed a markup on the Subcontractor’s labor, parts and material not to exceed 5%. The

Subcontractor is allowed a markup on its labor, parts and material not to exceed 10%. However, the aggregate (total) markup percentages shall not exceed 15% for the combined markup for parts, materials and labor of the

Contractor and Subcontractor(s). If the Work is performed by both the

Contractor and the Subcontractor the markup is limited to 15% and will be distributed equitably between the Contractor and Subcontractor(s) based on the percentage of Work performed by each. The markup percentage for

Page 11 of 35 PA2243 supplies, parts, equipment and materials purchased by either the Contractor or subcontractor shall be as stated below.

5.1.5.3. Items purchased by the Contractor or Subcontractor(s) may include a percentage markup for supplies, parts, equipment, and materials, based on the following:

5.1.5.4. Less than $500.00 the markup cannot exceed 15%;

5.1.5.5. $501 to $5,000.00 the markup cannot exceed 10%;

5.1.5.6. $5,001 and above 5%;

5.1.5.7. Over $10,000 and recurring purchases/leases to be negotiated prior to acquisition;

5.1.5.8. Contractor shall not split purchases in order to receive a higher markup percentage.

5.1.5.9. Contractor shall not markup shipping and handling fees.

5.1.5.9.1. Unless approved/ directed in writing by the designated DFW ETAM

Representative; Charge Reimbursable work shall not be invoiced for payment prior to: completion of all approved work; verification and acceptance of completed work.

5.1.5.9.2. Contractor shall not bill for labor in connection with Charge Reimbursable work unless additional labor is required to perform the work. Contractor shall obtain

DFW Airport Board Asset Management Representative’s approval for additional labor prior to the work being performed. In addition, Contractor shall provide support documenting that additional labor was used when invoicing, for this work.

5.1.5.10. The Contractor may be asked to manage (coordinate, lead, direct, and perform the given task to its competition) minor repair, alteration, and replacement projects up to $24,999 per repair. Management of projects greater than $25,000 may be the responsibility of DFW Airport designated departments or the Contractor may be requested to manage the project.

5.1.5.11. The Contractor is not entitled to any charge, fee, or markup for management labor costs unless the Contractor actually deploys additional management personnel in connection with the performance of the specified Work identified as Unscheduled or Upgrades. For example, the Contractor is not entitled to any charge, fee or markup in the event existing management personnel are utilized on an overtime status and the project is under $24,999.

5.1.6. The Board Representative may call upon the Contractor to provide services for special events which may include, but not be limited to:

5.1.6.1. Celebrations, grand openings, employee gatherings, public assembly. The

Board Representative shall provide as much advance notice as possible. Redirection of

Contractor’s staff may be required to support special events.

5.1.7. Charge Reimbursable Work is NOT guaranteed.

5.1.8. The Contractor shall meet, or make a good faith effort to meet, the SBE participation percentage requirement for all Charge Reimbursable Work.

Page 12 of 35 PA2243

5.1.9. Since Charge Reimbursable Work is not guaranteed, the Contractor shall not rely on

Charge Reimbursable Work to meet its SBE participation requirement and/or its projected profit.

5.1.10. Malicious damage, vandalism, substantiated by a Police Report and reported to the

DFW Airport Board Asset Management Representative shall be considered for reimbursement under the Charge Reimbursable Work clause. Often what would appear to be abuse or damage intentionally caused by the traveling public, personnel working in and/or utilizing the facilities for normal business activities is considered fair wear and tear and would not qualify for reimbursement. Force Majeure events as described in this specification’s General Terms and

Conditions do not apply to the fair wear and tear described in this paragraph. “Third-party” damages are not considered to be a type of damage defined in this Specification.

Part 6. Coordination

6.1. General Requirements

6.1.1. The Contractor and its Subcontractors, in the course of performing its Services, will be required to interface with other Contractors, DFW Airport Board personnel, tenant groups, and facilities groups on DFW Airport property to ensure continuity of Service and proper coordination of specified Services. The Contractor shall coordinate all Service activities so as not to interfere with Airline or tenant operations. The Contractor is responsible to coordinate all activities with all affected parties, which may include, but not limited to: general maintenance efforts, repairs, equipment shut-down, Charge Reimbursable Work proposals, emergency responses and facility operation functions. The Contractor shall coordinate with the DFW Airport Board Asset

Management Representative to schedule a Services Team Meeting on a schedule to be determined by the DFW Airport Board Asset Management Representative. At a minimum, one

(1) Supervisor shall be in attendance. The Contractor shall report operational concerns and conflicts with other Contractors immediately and in writing to the DFW Airport Board Asset

Management Representative.

6.1.2. DFW Airport Board requires that the occupants of Board owned facilities not be burdened with building services issues. When they have service needs, the Contractor is responsible to ensure that one (1) call from DFW IOC and/or DFW Airport Board Asset

Management Representative sets an effective response in motion. Key to this response is to accept responsibility for staying abreast of the status of ongoing and completed Work for each customer, and to proactively keep the occupant apprised of the status of its Service issue. This will require staffing of a service call desk or providing the IOC with contract numbers for the supervisors.

6.2. DFW IOC Process

6.2.1. DFW IOC receives initial Service Requests. DFW IOC determines the correct Contract, Service location, contact information (person and phone number), Service type, and Response

Priority.

6.2.2. In addition to the IOC, DFW Authorized Quality Assurance Technicians (QAT’s) may initiate Work requests to respond to service needs, incomplete or deficient Contractor’s Work, and life safety issues.

6.2.3. DFW IOC notifies the Contractor’s dispatch (work control desk) or designated personnel.

Page 13 of 35 PA2243

6.2.4. The Contractor shall communicate to the service requester and the IOC when its personnel will arrive on site.

6.2.5. The Contractor shall notify the DFW Airport Board Asset Management Representative at least two (2) weeks in advance of any scheduled (non-emergency) utility, equipment, or system functional interruptions.

6.2.6. The status of major equipment or systems not operating during the workday, or any system or equipment item, including Security, Fire Alarm, HVAC systems, and Elevators, shall be reported to DFW IOC immediately.

6.2.7. The Contractor and its Subcontractor(s) shall be available to respond to Service

Requests issued by the AOC. The ‘direct connect’ feature of the cell phones provided by the

Contractor may also be used to communicate immediate and urgent Service Requests to the

Contractor.

6.2.8. Routine messages from either DFW IOC or the DFW Airport Board Asset Management

Representative shall be returned within one (1) hour, unless otherwise specified. Email will serve the same function for routine messages.

6.2.9. The Service Provider shall provide a two week a routine window cleaning schedule to be reviewed and approved by the DFW Airport Board Asset Management Representative.

6.2.10. Trouble Calls that do not require Immediate Response shall be placed to the

Contractor’s office phone number. The Contractor shall provide the means to initiate contact by voice mail, cell phone or by ‘direct connect’.

6.2.11. DFW Airport Board’s intent, in the event an area becomes unoccupied or is currently unoccupied, is for all facility systems to remain in a condition to support occupancy should the need arise. In other words, the life safety systems shall be maintained in working order, and all other systems shall receive the same level of service as occupied facilities. System settings for unoccupied facilities shall be adjusted to minimize energy/utility consumption while still protecting the facility and its contents from weather extremes.

6.3. Protection of Existing Utilities

6.3.1. Do not interrupt existing utilities serving facilities occupied and used by the Airport or others, except when permitted in writing by the Board Representative and then only after acceptable temporary utility services have been provided.

6.3.2. Proper notification, approval, and coordination shall be given and obtained when working in or around utility facilities. The Contractor shall comply with any terms of any easements. Refer to the drawings for information regarding utility companies currently serving the site.

Part 7. Work Management

7.1. Communication

7.1.1. The Contractor shall maintain effective lines of communication with all elements of the

DFW Airport Board to ensure flexible and effective support. The Contractor shall:

Page 14 of 35 PA2243

7.1.1.1. Proactively participate in identifying areas in need of repair and or maintenance, defining issues, devising solutions to problems and developing future plans;

7.1.1.2. Support implementing a Management Information Process by providing accessible, accurate, complete and current information involving the management of this Contract.

7.1.2. DFW Airport Board requires that its occupants not be burdened with Building Services issues. When service issues are needed, the Contractor is responsible to ensure that one (1) call from the DFW Airport Operations Center (AOC) or DFW Airport Board Asset Management

Representative sets an effective response in motion. Key to this response is to accept responsibility for staying abreast of the status of ongoing and completed work for each customer, and to proactively keep the occupant apprised of the status of their service issue.

7.1.3. The Contractor shall maintain a Contact List of names, emergency and cellular telephone numbers. This list shall be submitted to the DFW Airport Board Asset Management

Representative prior to Contract start date and updated as necessary during the Contract period.

7.1.4. The Contractor shall notify the DFW Airport Board Asset Management Representative in writing, within twenty-four (24) hours of changes in contact telephone numbers.

7.1.5. The Contractor shall participate in meetings to include the following:

7.1.5.1. As-needed requested meetings by DFW Airport Board ETAM

Representative, to exchange and discuss all pertinent contract-related information and questions with the DFW Airport Board Asset Management Representative.

Minutes from each meeting shall be recorded by the Contractor, distributed to those present, and will be updated at the next meeting.

7.1.6. The Contractor may be required to report on the activities accomplished including:

7.1.6.1. Assignments, specified activities, and Service Requests

7.1.6.2. Staff training, badging, and employee retention;

7.1.6.3. Exception Reports for activities not accomplished.

7.1.7. The Contractor shall report on issues identified below, at a minimum, for each meeting:

7.1.7.1. Unplanned and unexpected barriers to prevent accomplishment of activities;

7.1.7.2. Equipment malfunctions (inoperative or in need of replacement);

7.1.7.3. Operational issues with equipment;

7.1.7.4. Issues with the Contractor, Subcontractor, tenants, traveling public, and DFW

Airport personnel.

Part 8. Contractor Personnel

8.1. General Requirements

8.1.1. All employees of the Contractor and its Subcontractors shall have the ability to understand, take direction, speak, read and communicate in English.

Page 15 of 35 PA2243

8.1.2. The Contractor shall, at all times, have a person on DFW Airport property that is authorized to act on behalf of the Contractor in matters of resource allocation to respond to

Contract requirements. Resource allocation includes but is not limited to: commitment of

Contractor’s funds, labor, and Subcontractor utilization.

8.1.3. The Contractor’s Supervisor(s) shall have the ability to perform tasks as required to complete Work, Schedule, and Open items. The Supervisor(s) shall not be the primary responsible individual to perform Contract tasks. Its primary role is to direct Work effort, oversee the Work functions, and audit the performance of others to determine the completeness and quality of Service.

8.1.4. The Contractor shall satisfy the DFW Airport Board Asset Management

Representative that the Contractor’s Supervisors:

8.1.4.1. Are fully trained and have had extensive on-the-job training and/or experience in supervising each discipline under its supervision; have an intimate knowledge of the various tasks, equipment, and materials in order to properly supervise and direct its employees in its individual tasks; and maintain and control an effective inspection and follow-up program. This also includes the ability to use computers, associated hardware, and business equipment.

8.1.5. The DFW Airport Board Asset Management Representatives will actively participate in, and have the right to approve, the selection of individuals responsible for the management and supervision of specified services of the facilities. No person shall be designated by the Contractor as a Supervisor, a Manager, or be placed in a Supervisory position at any time without the DFW Airport Board ETAM Asset Management

Representative’s prior written approval. The Contractor shall provide proper documentation, including an explanation of how the individual meets all specified requirements, for each proposed Supervisor or Manager to the DFW Airport Board ETAM Asset Management

Representative. The DFW Airport Board Asset Management Representative shall not unreasonably withhold or delay approval of an individual.

8.1.6. Contractors’ and Subcontractor’s employees shall not have any personal visitors during their shift, nor shall they have any friends, family members or children accompanying them while they are working.

8.1.7. Contractor and Subcontractor(s) employees shall limit the use of their personal cell phones to when they are on a break and are on the ground.

8.1.8. Cell phone usage by the Contractors or Subcontractor employees is prohibited in the following situations: on ladders, scaffolding, rooftops, duct work, in repelling equipment hanging from the side of buildings, more than a foot off the ground or other areas that present a safety risk factor. Violation of this provision may be cause for DFW Airport Board Asset

Management Representative to request the removal of the employee.

8.2. Staffing Requirements

8.2.1. The Contractor and its Subcontractor(s) shall be responsible for maintaining satisfactory standards of employee competency, conduct, courtesy, appearance, honesty, integrity, good attitude, and behavior. The Contractor shall be responsible for taking such disciplinary action with respect to any employee, as may be necessary, including removal from the site.

8.2.2. The Contractor shall monitor and manage the performance of all employees and its Subcontractor(s) employees. In the event that DFW Airport Board Asset Management

Page 16 of 35 PA2243

Representative determines the performance of an employee to be sub-standard, it will be the responsibility of the DFW Airport Board Asset Management Representative to bring this concern to the attention of the Contractor in writing. When sub-standard performance of an employee is detected by the Contractor or is reported to Contractor by the DFW Airport Board

Asset Management Representative, the Contractor shall take immediate action to improve the performance of that employee to the expected level through the application of

Performance Management practices. If the employee fails to demonstrate the necessary improvement in performance, the Contractor shall initiate disciplinary action up to and including termination of employment.

8.2.3. At DFW Airport Board Asset Management Representative's request, the Contractor shall immediately remove from the premises or dismiss any employee or Subcontractor(s) employee found unfit to perform duties. The reason for removal include but are not limited to, one or more of the following reasons:

8.2.3.1. Neglect of duty;

8.2.3.2. Disorderly conduct, use of abusive or offensive language, quarreling, intimidation by words or actions, or fighting;

8.2.3.3. Theft, vandalism, immoral conduct or any other criminal action;

8.2.3.4. Selling, consuming, possessing, or being under the influence of intoxicants, alcohol, or illegal substances that produce similar effects while on duty;

8.2.3.5. In possession of any type of weapon on DFW Airport property;

8.2.3.6. Organizing or participating in any form of gambling;

8.2.3.7. Misuse of equipment, computers, or internet access;

8.2.3.8. Any unprofessional and/or non-business like behavior.

8.2.4. All Contractor and Subcontractor employees that will be performing Work at DFW

Airport shall be badged, with Blue SIDA Badges. The Contractor shall be responsible for all badging and associated fees as per the then-current DFW Airport Board Schedule of

Charges. These charges are a cost of doing business at the Airport and are considered a reimbursable expense.

8.2.5. The Contractor and Subcontractor(s) employees shall be required to pass background checks. All background screening shall be performed by the Contractor prior to sending personnel to DFW Airport Badging Office. If requested by the DFW Airport Board

Asset Management Representative the Contractor shall perform additional background checks on its employees and its Subcontractor(s) employees, during the period of the

Contract.

8.2.6. Employees that are currently badged on DFW Airport property are required to complete another badge application, indicating the employer the person is currently working for and the Contractor the individual will be working for under this Contract. However, employees will only be issued a single badge regardless of the number of firms they work for on DFW Airport property.

8.2.7. A summary of the results of the pre-employment investigation shall be furnished to the DFW Airport Board’s Representative prior to employment, if requested. The Contractor and Subcontractor employees shall not be permitted to work on DFW Airport property

Page 17 of 35 PA2243 without the DFW Airport Board Asset Management Representative’s approval and the employment investigation being completed and accepted.

8.3. Management Personnel

8.3.1. For the purposes of this Contract, key personnel include personnel in management and supervisory positions at both DFW Airport and at the Contractor’s offices that provide support for this Contract. Facilities Maintenance Managers and Supervisory personnel shall be considered Key Personnel. In the Operational Approach the Contractor shall indicate the

Contractor’s position title equivalent to the Site Facility Maintenance Manager (SFMM). The

Contractor shall provide either a job description or resume for all persons designated as

SFMM and Supervisors.

8.3.2. The Contractor shall designate a SFMM. The SFMM, shall be the contact person for the Contractor to the DFW Airport Board Asset Management Representative and shall be on-site when work is being performed and readily available in the facilities identified in

Exhibit 1A - Price Per Location.

8.3.3. The Contractor shall be represented by the SFMM. The SFMM shall be considered the highest-ranking contract employee on the Contract. The SFMM is required to be on-site during operational hours and at other times when its services are required. The SM has direct responsibility for all personnel under this Contract including the Contractor’s Subcontractors and its own personnel.

8.3.4. The SFMM shall possess a minimum of five (5) years of experience with proven skills managing the specified Services.

8.3.5. The SFMM shall be responsible for conflict resolution between the Contractor’s direct employees and its Subcontractors(s). Conflict resolution decisions shall be made swiftly and uphold the Contractual agreements herein.

8.3.6. The SFMM shall settle disputes stemming from differing interpretations of

Contracts within its organization.

8.3.7. The SFMM shall make conflict resolution decisions in the DFW Airport’s best interests.

8.3.8. The Contractor shall provide experienced and knowledgeable managers and administrative staff capable of directing and coordinating all services, personnel, and

Subcontractor(s) under this Contract. The staff shall have strong communications and customer service skills, including a clear sense of urgency for responding to Service issues and taking corrective action.

8.4. Subcontractors

8.4.1. The Contractor agrees that certain tasks shall be performed by Subcontractor(s) engaged by the Contractor rather than by the Contractor’s direct employees. The Contractor shall use due diligence and due care and be held to the highest level of professional management standards for comparable properties, in selecting Subcontractor(s) and in supervising its performance. In addition, if the Contractor at any time does not have on file a current Insurance Certificate for a Subcontractor in the form required by DFW Airport Board, the Contractor shall direct such Subcontractor not to enter upon any portion of the DFW

Airport facilities and, if the Contractor becomes aware that such Subcontractor has entered onto the facilities, shall take appropriate action to remove such Subcontractor from the

Page 18 of 35 PA2243 facilities and to prevent such Subcontractor from further entering upon the facilities until the required Insurance Certificate is on file.

8.4.2. DFW Airport Board shall have the right to assume (or to assign to a third-party) such Subcontract upon written notice to the Subcontractor that its Contract has been terminated; in which event the Subcontractor shall have no claim against DFW Airport Board or such third-party for Work performed. Services rendered or materials supplied by such

Subcontractor, or other matters arising hereunder, prior to the date of such notice, with DFW

Airport Board or such third-party (as the case may be) being liable only for obligations to the

Subcontractor arising after DFW Airport Board or such third-party gives written notice to such

Subcontractor of its assumption of such Subcontract.

8.4.3. The Contractor shall certify in writing that all Contract agreements between the

Contractor and Subcontractors are finalized prior to full Notice to Proceed.

8.4.4. All Subcontractors shall be responsible for the safety and training of its personnel as specified in the General Specifications and Provisions and shall provide the Contractor with affidavits and records to prove compliance.

8.4.5. The Contractor shall work closely with its Subcontractor(s) to develop training schedules and methods. When finalized, the Contractor shall present the schedule to the

DFW Airport Board Asset Management Representative for approval.

8.4.6. The Contractor shall be held responsible for its Subcontractors for work equipment requiring inspection and certification (such as but not limited to: staging, scaffolding, slings, lifts, and ladders) and shall maintain required testing and inspection information.

8.5. Employee Certificates, Licenses and Permits

8.5.1. All personnel engaged in window cleaning activities shall possess certificates of training, licenses, and permits, and bonding as required by the State of Texas. All certificates of training, licenses, and permits shall be current and valid and available immediately upon request of the Board Representative.

8.5.2. Contractor(s) and Subcontractor(s) certificates of training, licenses, permits, bonds, and other such proof of qualifications shall be current and valid and available immediately upon request of the DFW Airport Board Asset Management Representative.

8.5.3. The Contractor shall obtain and pay for all certifications, licenses, permits, and approvals required to fulfill the Specification requirements at no additional cost to the Airport.

8.5.4. The Contractor shall schedule recurring certifications and inspections, and pay all associated fees, with the exception of Conveyance inspections.

8.5.5. The Contractor shall obtain any permits required to work on DFW Airport property, including restricted areas, as defined by Federal, State, and DFW Airport Policies and

Procedures.

8.6. Employee Training

8.6.1. The Contractor’s employees shall have satisfactorily completed IWCCI Window

Cleaner Certification program within one (1) year of contract start and maintain certification through the contract period. The Contractor shall present proof of completion to the Board

Representative when requested.

8.6.2. The Contractor shall develop and implement a comprehensive program for training personnel in the requirements of the Services provided in the Specifications. The training