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PERFORMANCE REQUIREMENTS SUMMARY
The contractor service requirements are summarized into some key performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement.
The government reserves its right to review any item within the Performance Work Statement for potential issues or concerns.
| Required Service |
| PWS Para |
| Performance Standards |
| Acceptable Quality Level (AQL) |
| Method of Surveillance and Procedures |
| Disincentive for not Meeting Performance |
| 1. Contract/ Program Manager Responsiveness to Problems |
| 3.1.3 |
| Timeliness -- The contract manager or alternate shall be available during normal duty hours within 30 minutes to meet by phone or at the facility with government personnel (designated by the CO) to discuss problem areas. After normal duty hours, the manager or alternate shall be available within 2 hours. The contract manager shall provide an emergency phone/cell phone to the COR and CO. |
| No Deficiencies Permitted; See QASP for PRS #1 |
| 100% Inspection |
| Possible Inclusion in Past Performance Review. |
| 2. Employee Friendliness and Professionalism |
| 3.2.2 & 3.2.4 |
| Quality -- Contractor personnel shall present a neat and clean appearance and be dressed in contractor=provided uniforms with any necessary contractor provided tools and/or equipment for the work to be completed... Contractor employees should be highly motivated, energetic self-starters, and possess nothing less than the utmost in professional demeanor, responsiveness, appearance, and deportment applicable to the work to be completed. The contractor employees shall be generally friendly and provide a helpful attitude when dealing with NOAA employees, other contractors, and members of the public. |
| One Deficiency Per Month; See QASP for PRS #2 |
| Customer Feedback |
| Possible Inclusion in Past Performance Review. |
| 3. Language Skills |
| 3.2.6.1 |
| Quality - Read, write, speak, and understand the English Language. |
| No Deficiencies Permitted; See QASP for PRS #3 |
| Customer Feedback |
| Possible Inclusion in Past Performance Review. |
| 4. Quality Control Plan (QCP) |
| 3.5 |
| Timeliness & Quality -- A QCP shall be submitted to the CO and the COR for review and approval within 10 calendar days of notice of award of the contract. The CO will notify the Contractor of acceptance or required modifications to the QCP within 14 days. Contractor shall make appropriate modifications and obtain acceptance of the QCP within 10 days of receipt of comments. |
| No Deficiencies Permitted; See QASP for PRS #4 |
| 100% Inspection |
| Possible Inclusion in Past Performance Review. |
| 5. Government Furnished Property |
| 3.14.1 |
| Timeliness and Quality – Equipment Inventory. An inventory of government-furnished equipment shall be completed no later than 10 calendar days after the start of the period of performance of the contract. The Contractor and the COR or other government representative shall jointly determine the working order and condition of all equipment and document their findings on the inventory. |
| No Deficiencies Permitted; See QASP for PRS #5 |
| 100% Inspection |
| Possible Inclusion in Past Performance Review. |
| 6. Physical Security |
| 4.2.1, 4.2.5, 4.3 |
| Timeliness and Quality – Provide professional uniform security services to TPC in accordance with contract requirements 24 hours a day, 7 days a week, 365 days a year (also see paragraph 3.10). The contractor shall ensure that their employees begin work promptly at their assigned shift times and remain on the job through their full tour of duty or until properly relieved. |
| No Deficiencies Permitted; See QASP for PRS #6 |
| Random Sampling/ Customer Feedback |
| Possible Inclusion in Past Performance Review. |
| 7. Facility Entry Procedures |
| 4.2.1.4 |
| Timeliness and Quality -- Staff and complete identification checks at fixed posts within the facility. |
| No Deficiencies Permitted; See QASP for PRS #7 |
| Random Sampling |
| Possible Inclusion in Past Performance Review. |
| 8. Guard Appearance |
| 3.2.4, 3.3.3, 4.2.6 |
| Quality -- The contractor employee shall wear appropriate uniforms when working and have available identification badges when requested by NOAA or other members of the public. The contractor shall ensure that all uniforms meet the requirements of the State of Florida. All contractor employees shall be well groomed and possess good personal hygiene. |
| No more than 2 deficiencies per month; See QASP for PRS #8 |
| Random Sampling/ |
Customer Feedback Possible Inclusion in Past Performance Review.
| 9. Door Checks & Roving Patrol |
| 4.2.1.5 |
| Timeliness and Quality -- Patrol the facility in accordance with the Government-approved QCP. At a minimum the patrol shall include the following: Checking for unlocked exterior doors on the facility and the exterior buildings. Ensure all government vehicles’ doors are locked. Conduct perimeter patrols around the facility and on the grounds at varying times every two hours. When not on patrol, guards shall remain at their station (or other location specified in the QCP.) |
| No more than 1 deficiency per month; See QASP for PRS #9 |
| Random Sampling |
| Possible Inclusion in Past Performance Review. |
| 10. Civil or Criminal Act Response |
| 4.2.1.16 |
| Timeliness and Quality -- Respond to any Civil Disturbance or Criminal Acts to the facility. Understand Homeland Security Advisory System and the various threat levels as well as appropriate protective measures to institute as the threat level changes. |
| No Deficiencies Permitted; See QASP for PRS #10 |
| Customer Feedback |
| Possible Inclusion in Past Performance Review. |
| 11. Incident Reports |
| 4.2.1.18 |
| Timeliness and Quality – Document and submit appropriate Incident Reports for accidents, fires, unlawful acts (e.g. thefts, assaults, bomb threats, etc.), and other building incidents that affect the security and protection of the facility and its occupants. Copies of reports shall be retained by the contractor with copies to the Administrative Office at TPC and the COR. |
| No more than 1 Deficiency per Quarter; See QASP for PRS #11 |
| 100% Inspection |
| Possible Inclusion in Past Performance Review. |
| 12. Physical Ability to Function |
| 4.2.2.9 |
| Quality -- Must be in generally good health, well-proportioned in height and weight, and without defect or abnormality that may interfere with duties that may be assigned. |
| No Deficiencies Permitted; See QASP for PRS #12 |
| Random Sampling |
| Possible Inclusion in Past Performance Review. |
| 13. Personal Conduct while on duty. |
| 4.2.8 |
| Timeliness and Quality -- Guards shall not sleep or read unauthorized material while on duty |
| No Deficiencies Permitted; See QASP for PRS #13 |
| Random Sampling |
| Possible Inclusion in Past Performance Review. |
The Government will periodically evaluate the Contractor’s performance via an appointed representative(s) [e.g. COR or QAE] to monitor performance for services required in the PWS. The Government representative will evaluate the Contractor’s performance through inspections of call logs/reports and receive and investigate all complaints from contract personnel. The Government may inspect each task as completed or increase the number of quality assurance inspections if deemed appropriate due to repeated failures or repeated customer complaints. Likewise, the Government may decrease the number of quality assurance inspections if performance dictates. The Government Contracting Officer shall make final determination of the validity of customer complaint(s).
If any of the services do not conform to contract requirements, the Government may require the Contractor to perform the services again in conformity with contract requirements with no increase in contract amount. When the defects in services cannot be corrected by re-performance, the Government may require the Contractor to take necessary action to ensure that future performance conforms to contract requirements.