Attachment_1_-_Statement_of_Work.pdf

U.S. Department of State RFQ #: 191NLE-19-Q-0063 Bureau of International Narcotics and Law Enforcement Affairs (INL)

ILEA San Salvador Catering Services

Attachment 1 – Statement of Work (SOW)

Mission of the U.S. Department of State: The U.S. Department of State is the lead institution for the conduct of American diplomacy and the Secretary of state is the President’s principal foreign policy advisor. The Department of State’s mission is to advance U.S. national security interests, fight terrorism, protect U.S. interests abroad, and implement foreign policy initiatives that build a freer, prosperous and secure world.

Mission of the Bureau of International Narcotics and Law Enforcement Affairs (INL): INL reports to the Under Secretary for Democracy and Human Rights (J) and works to keep Americans safe at home by countering international crime, illegal drugs, and instability abroad. INL helps countries deliver justice and fairness by strengthening their police, courts, and corrections systems. These efforts reduce the amount of crime and illegal drugs reaching U.S. shores.

International Law Enforcement Academies (ILEAs): The mission of the ILEAs is to support emerging democracies, help protect U.S. interests through international cooperation, and to promote social, political and economic stability by combating criminal activity. To reach these goals, the ILEAs conduct activities designed to realize the following objectives:

• Support regional and local criminal justice institution building and law enforcement

• Facilitate strengthened partnerships among countries in regions served by the ILEAS aimed at addressing problems of narcotics and crime

• Provide exceptional training and technical assistance in formulating strategies and tactics for foreign law enforcement personnel

• Improve coordination, foster cooperation, and, as appropriate, facilitate harmonization of law enforcement activities within regions, in a manner compatible with U.S. interests.

II. SCOPE OF WORK

The Contractor shall provide catering services for the joint Salvadoran and U.S. International Law Enforcement Academy located in San Salvador, El Salvador. The Contractor shall furnish all labor, equipment, food, and services, necessary to accomplish the work in this contract. Contractor employees shall be on site only for contractual duties and not for other business purposes.

III. PERIOD OF PERFORMANCE

The period of performance will be one (1) year from contract award, with four (4) one-year options.

IV. PLACE OF PERFORMANCE

The work to be performed under this contract will be at ILEA San Salvador—San Salvador located at Boulevard Cancilleria y Calle El Pedregal, Antiguo Cuscatlan, La Libertad, El Salvador.

V. PROGRAM REQUIREMENTS

The purpose of this contract is to obtain catering services for the joint Salvadoran and U.S.

International Law Enforcement Academy (ILEA), located in San Salvador El Salvador. The Contractor shall perform catering services at ILEA San Salvador. The contract will be for a one-year period from the date of the contract award, with four (4) one-year options. The catering company will be required to provide standard services: breakfast, lunch, dinner and two coffee/snack breaks daily during scheduled classes. Meals (breakfast, lunch and dinner) must also be provided during weekends only for participants lodged at the Academy during weekends and for participants’ arrivals and departures. It is imperative that the catering Contractor be flexible and agree to any changes in the calendar due to unforeseen changes. In additional the Contractor shall provide temporary additional services required at times other than the normal workday or in support of third party courses/events.

1.1 General Instructions

The Contractor shall prepare general instructions for the work force to ensure duties and responsibilities are clear and will be performed in accordance with the requirements of the contract.

The Contractor shall provide drafts to the Contracting Officer's Representative (COR) for review within ten (10) days after contract award. The COR must approve these general instructions before issuance.

1.2 Duties and Responsibilities

1.2.1 Standard Services.

The Contractor shall prepare meals for ILEA participants (students, staff, and interpreters) in support of the ILEA’s annual training schedule. The catering company will be required to provide breakfast, lunch, dinner, and two coffee/snack breaks daily during scheduled classes.

Meals (breakfast, lunch and dinner) must also be provided during weekends for participants lodged during weekends, as well as for participant’s arrival and departures. The catering company must also provide all equipment for these services and ensure the cleanliness of the equipment.

The Contractor shall schedule menus and shall provide proposed schedules to the COR one week in advance. The COR will review the schedule and will determine/approve an appropriate schedule that meets the needs of the individual facilities.

1.2.2 Temporary Additional Services are services that are defined as Standard Services but are required at times other than the normal class workday or in support of third party courses/events. If required, the COR will order these services on an as-needed basis to support special events at the properties covered under the contract. This work shall be performed by Contractor-trained employees, and shall not be subcontracted. The COR may require the Contractor to provide temporary additional services with 24 hour advance notice.

Materials or Equipment. If applicable, the Government will reimburse the Contractor for any materials or equipment that the Government specifically requests the Contractor to provide in conjunction with any order placed for Temporary Additional Services. Prior to ordering or providing any materials or equipment that the Government may request as part of Temporary Additional Services, the Contractor shall provide the COR with the cost of the items. The Contractor shall in no case order or provide the requested materials or equipment until receiving approval from the COR. All costs associated with Temporary Additional Services shall be at the Contractor's out-of- pocket cost with no overhead, profit, or other charge added.

If provided, the Contractor shall include in its next regular invoice details of the temporary additional services and, if applicable, materials and/or equipment that may have been requested and provided as part of temporary additional services. The Contractor shall also include a copy of the COR’s written confirmation for requesting the temporary additional services.

1.3. Standard Services – ILEA San Salvador. Subsections below describe the general requirements for the Standard Services to be performed at the ILEA San Salvador under this contract.

Standard Services will generally include catering three meals and two coffee breaks per day.

The work to be performed under this contract will be at ILEA San Salvador, located at Boulevard Cancilleria y Calle El Pedregal, Antiguo Cuscatlan, La Libertad, El Salvador.

1.3.1. General. The Contractor shall provide all necessary staff, equipment, food, and catering-related cleaning and laundry to support the International Law Enforcement Academy, which hosts particpants from multiple countries, for training at its San Salvador location. With the exception of specific Temporary Additional Services events (less than 1% of total service) for which lunch will require table service, the food shall be prepared for buffet-style service to allow guests to serve themselves. Approximately 35 classes with a total of approximately 1,400 participants are scheduled to be conducted during the base year of this contract.

However, changes may occur and the Contractor must adjust staffing and hours of operation to accommodate them. Meals are served at the facility dining halls at ILEA San Salvador, and, occasionally, service will be required outside of the facility.

1.3.2. Food preparation. In general, the quality of meals should be of a good restaurant quality and variety. All meals shall be good and wholesome and shall be prepared and served attractively with sufficient quality and variety of foods that menu items will not be frequently repeated, week to week. A high standard of catering shall be maintained for all items with due regard to quality and purity of food stuff, quality and quantity of dishes, and cleanliness in preparation and handling of food items. Menus will need to be approved by the COR one week before the scheduled training. Necessary meals and their required composition, and the typical hours of service for the catering are described in section 1.4.

1.4. Required Meals

1.4.1 Breakfast must include an American-style breakfast and Latin American and Caribbean breakfast food selections. The following food items must be available at every breakfast service: assorted cereals and milks, assorted types of bread, assorted types of cheese and cold meats, sausages, bacon, assorted types of yogurt, eggs cooked in different ways, assorted fruits, natural juices, tea and coffee.

1.4.2 Lunch must include: one (1) hot natural soup; a salad bar with 5-8 items with Western style dressings; fried and/or steamed rice, and a combination of four hot entrees and vegetables;

dessert & fruit; and, both hot and cold beverages. One entrée should be a Western meal and one heated vegetable entree must be meatless (no seafood or meat). Prepared foods which are heated should be maintained and served warm.

1.4.3 Dinner must include: one (1) hot natural soup (different selection than was served for lunch); a salad bar with 5-8 items with Western style dressings; fried and/or steamed rice and, a combination of four hot entrees and vegetables (different selection than was served for lunch); dessert & fruit, and, both hot and cold beverages. One entrée should be a Western meal and one heated vegetable entree must be meatless (no seafood or meat).

Prepared foods, which are heated, should be maintained and served warm. Dinners may also include special participant receptions with a menu coordinated with the COR.

1.4.4 Coffee Breaks Coffee breaks are served two times per day during classes at approximately 10:00-10:30 am and 3:00-3:30 pm. The coffee breaks should include hot coffee and tea, natural juices, water and small snacks, fruit, or pastries. These items should be varied, as well.

1.4.5. Special Events. The COR may ask for occasional catering services for special events for the ILEA.

1.4.6. Typical Hours of Operation (Approximate hours: +/- 1 or 2 hours) Breakfast: 6:00-8:00 am Morning Coffee Break: 10:00-10:30 am Lunch: 12:00-1:00 pm Afternoon Coffee Break: 3:00-3:30 pm Dinner 7:00-9:00 pm

Extension of Normal Hours. While the food service hours are generally set, as described in section 1.4.6, times for catering may vary based on schedule and individual course requirements. ILEA class activities are sometimes held at the ILEA facilities and are sometimes held outside of ILEA facilities. Either of these situations could require that the hours of service be changed or that service not be provided.

1.5. Kitchen and Service Equipment: The ILEA will provide the space, the tables, and the chairs for the dining facilities. All necessary items to serve food must be provided by the catering contractor. This includes, but is not limited to: plates, bowls, tableware, glasses, food warmers, serving utensils, and table cloths. The catering company is required to make their own arrangements for cooking materials, crockery/cutlery materials, or any other materials required for preparation, cooking, service, and storage of food items. The Contractor will be responsible for delivery of the catering materials. Delivery of all items necessary for catering must be coordinated with the COR and the ILEA.

1.5.1. Cleaning. The Contractor is also responsible for maintaining/cleaning the food service area and kitchen. Cleaning of the plates and utensils should be done with soap and hot water and all items should be cleaned and dried. All other items used in service should be cleaned and maintained in sanitary condition. Cleaning of plates and utensils should NOT be peformed at ILEA facility; the contractor must take the items to its own facility for cleaning.

1.5.2. Laundry. The Contractor will provide laundry services necessary to keep all kitchen and dining linens, including the uniforms of catering crew, towels, rags, and other similar items in a clean and sanitary condition at all times. ILEA will provide tables and chairs for the catering company, which are used only at the ILEA.

1.5.3. Headcount and Cashier Services. Part of the meal support requirements will include providing meals to other contract employees and Government employees. Other Contractor and Government employees are NOT authorized to meals and will be required to pay with cash. These customers are required to pay the negotiated contractual meal rate.

In these instances, the Contractor will be required to provide headcount/cashier service in accordance with generally accepted accounting procedures. Cash collection procedures for collection of cash and turn in of cash will be conducted in accordance with generally accepted accounting principles or its International Financial Reporting Standards (IFRS) equivalent.

The COR will conduct random audits to verify that the Contractor’s procedures and implementation of this requirement are being properly performed.

2.0. MANAGEMENT AND SUPERVISION

2.1. The Contractor shall provide all necessary equipment to perform all required catering services in a timely, efficient, proper, and professional manner. The Contractor shall ensure uninterrupted services.

2.2. The Contractor shall designate a representative who shall be responsible for on-site supervision of the Contractor's workforce at all times. This supervisor shall be the focal point for the Contractor and shall be the point of contact with U.S. Government personnel. The supervisor shall have sufficient English language skills to be able to communicate with members of the U.S.

Government staff. The supervisor shall have supervision as his or her sole function.

2.3. The Contractor shall maintain schedules. The schedules shall take into consideration the hours that the staff can effectively perform their services without placing a burden on the ILEA staff.

For those items other than routine daily services, the Contractor shall provide the COR with a detailed plan outlining the personnel to be used and the time frame required to perform the services.

2.4. The Contractor shall be responsible for quality control. The Contractor shall perform inspection visits to the work site on a regular basis. The Contractor shall coordinate these visits with the

COR. These visits shall be surprise inspections of those working at the facilities under the contract.

2.5. ILEA San Salvador may, at its discretion at any time, perform sampling and analysis of food produced by the caterer, as well as any health inspection that will require passing on a regular basis, whenever deemed necessary and without notice to the company awarded. The samples may be sent to a recognized national laboratory for their analysis; if the results are unfavorable to the contractor, reflecting failing in some rules of hygiene in the preparation of food, the costs of such testing will be paid by the company but if the results are favorable ILEA will cover the costs.

2.6. The Contractor shall control overtime through efficient use of the work force. Individual work schedules shall not exceed 40 hours per week to preclude overtime being part of the standard services provided under the contract. Overtime may be necessary under Temporary Additional Services and only approved by the CO or COR. Times for catering vary based on schedule and individual course requirement.

3.0. PERSONNEL

3.1. General. The Contractor shall maintain discipline at the site and shall take all reasonable precautions to prevent any unlawful, riotous or disorderly conduct by Contractor employees at the site. The Contractor shall preserve peace and protect persons and property on site. The Government reserves the right to direct the Contractor to remove an employee from the worksite for failure to comply with the standards of conduct. The Contractor shall immediately replace such an employee to maintain continuity of services at no additional costs to the Government.

3.1.1. For Standard Services, the staff should consist of a minimum of five (5) on-site employees to support a given meal, although this may have to be increased during special events.

3.1.2. Key Personnel. The following personnel are considered key personnel by the ILEA: Contract

Manager and Chef. The Contractor shall provide a contract manager who shall be responsible for the performance of the overall work. The name of this person, and one alternate, who shall act for the contract when the manger is absent, shall be designated in writing to the contracting officer. The contract manager or alternative shall have full authority to act for the contractor on all contract matters relating to the daily operations of this contract. The Contractor or alternate shall be available whenever the facility is in use. Specific qualifications are listed below:

3.1.2.1. Contract Manager.The ability to manage in a diverse environment with focus on client/customer services, entrepreneurship and building and growing a strong business is essential to the success in this role. Contract Manager must have the ability to communicate effectively with clients and customers, as well as senior management, and support staff to respond effectively to changes.

Experience: A minimum of five (5) years’ experience in food service, hotel, or hospitality industry is required. Premise and liability accountability and contract-management service experience is desirable.

Education: Ideal candidates will possess a bachelor’s degree in institution management, hospitality services, food and nutrition, business or other related field. Experience may be substituted for education at the discretion of the Contracting Officer.

Languages: English is required. Spanish is a benefit.

Core competencies: Communication, Fiscal Management, Management, Planning.

3.1.2.2. Chef. A talented and seasoned culinary professional who has exposure to a range of international cuisines requested, is essential to this role. The Chef must be able to design menus, train and manage kitchen staff, and effectively communicate with clients and customers, as well as senior management, and support staff in order to respond effectively to changes.

Experience: A minimum of five (5) years’ experience in food service, hotel, or hospitality industry is required. Premise and liability accountability and contract-management service experience is desirable.

Education: Ideal candidates will possess a bachelor’s degree in institution management, hospitality services, food and nutrition, business or other related field. Experience can be substituted in way of education at the discretion of the Contracting Officer.

Languages: English is required. Spanish is a benefit.

Core competencies: Communication, Fiscal Management, Management

3.2. Personnel Health Requirements. All Contractor employees shall be in good general health without physical disabilities that would interfere with acceptable performance of their duties. All employees shall be free from communicable diseases in order to perform their duties. The Contractor shall ensure staff members meet health requirements and that the health status of employees do not adversely affect staffing levels in order to meet the required minimum compliment of employees (see section 3.1.1.).

3.3. Standard of Conduct.

3.3.1. Uniforms and Personal Equipment. The Contractor's employees shall wear clean, neat and complete uniforms when on duty. All employees shall wear uniforms approved by the COR.

3.3.2. Neglect of duties shall not be condoned. The Contractor shall enforce no sleeping while on duty, unreasonable delays or failures to carry out assigned tasks, conducting personal affairs during duty hours, and refusing to render assistance or cooperate in upholding the integrity of the worksite security.

3.3.3. Disorderly conduct, use of abusive or offensive language, quarreling, intimidation by words, actions, or fighting shall not be condoned. Also included is participation in disruptive activities, which interfere with normal and efficient Government operations.

3.3.4. Intoxicants and Narcotics. The Contractor shall not allow its employees while on duty to possess, sell, consume, or be under the influence of intoxicants, drugs, or substances that produce similar effects.

3.3.5. Criminal Actions. Contractor employees may be subject to criminal actions as allowed by law in certain circumstances. These include but are not limited to the following actions:

• falsification or unlawful concealment, removal, mutilation, or destruction of any official documents or records or concealment of material facts by willful omission from official documents or records;

• unauthorized use of Government property, theft, vandalism, or immoral conduct;

• unethical or improper use of official authority or credentials;

• security violations;

• organizing or participating in gambling in any form; or,

• any other criminal action under U.S. or host country law;

3.3.6. Removal of Employee - The CO may, by written notice to the Contractor, direct the removal and/or replacement of Contractor personnel assigned to this contract. A Contractor employee may be removed from duty for cause (misconduct or unsatisfactory performance or Diplomatic Security determination of unsuitability) or for the convenience of the Government. Upon written notice to the CO, COR, the Program Office, and DS/IS/IND, the Contractor may move to replace personnel assigned to this contract for the convenience of the Contractor (to include resignation by employee).

3.3.6.1. Removal for Cause – The Government retains the right to direct the replacement or removal from the contract, any worker who fails to comply with all appropriate regulations and whose conduct is embarrassing or otherwise damaging the the United States’ interest. The contractor shall submit an adverse report to the CO, COR, the Program Office, and DS/IS/IND when a worker is removed for cause. A determination to remove a Contractor employee due to misconduct or unsuitability may involve but is not limited to the types of misconduct, above.

3.3.6.2. If the CO directs the removal of a Contractor employee for cause due to misconduct, unsuitability, or unsatisfactory performance of the employee, the Contractor will be required to take full responsibility and bear all expenses connected with removing and promptly replacing the employee.

3.3.6.3. Removal for Convenience of Government -- If removal of a Contractor employee is for the convenience of the Government, it shall be regarded as (1) a Change entitling the Contractor to an equitable adjustment if the employee is to be replaced; or (2) a Partial Termination for Convenience if the employee is not replaced.

3.3.6.4. Removal for Convenience of Contractor -- If removal of a Contractor employee is for the convenience of the Contractor, the Contractor will be required to take full responsibility and bear all expenses connected with removing and prompt replacement of the employee, in accordance with applicable labor laws.

3.3.6.5. Removal Demanded by Host Government -- The host Government has the right under international law to require removal of any person assigned to a diplomatic mission, and is not required to justify or to state reasons for declaring an individual persona non grata.

3.3.7. Key Control. The Contractor shall receive, secure, issue, and account for any keys issued for access to buildings, offices, equipment, gates, etc., for the purposes of this contract. The Contractor shall not duplicate keys without the COR's approval. Where it is determined that the Contractor or its agents have duplicated a key without permission of the COR, the Contractor shall remove the individual(s) responsible from this contract. If the Contractor has lost any such keys, the Contractor shall immediately notify the COR. In either event, unauthorized duplication or loss, the Contractor shall reimburse the Government for the cost of re-keying that portion of the system.

3.4. Notice to the Government of Labor Disputes.

The Contractor shall inform the COR of any actual or potential labor dispute that may delay or threaten to delay the timely performance of this contract.

3.5. Personnel Security

3.5.1. After award of the contract, the Contractor shall provide data on each employee who will be working under the contract. The Contractor shall include a list of workers and supervisors assigned to this contract. ILEA will run background checks on these individuals. It is anticipated that security checks will take approximately fourteen (14) days to perform. For each individual the Contractor shall provide the following information:

Full Name Place and Date of Birth Current Address Identification number

3.5.2. The ILEA will issue identification cards to Contractor personnel, after they are approved.

Contractor personnel shall display identity card(s) on the uniform at all times while providing services under this contract. These identity cards are the property of the U.S. Government.

The Contractor is responsible for their return at the end of the contract, when an employee leaves Contractor service, or at the request of the Government. The Government reserves the right to deny access to U.S.-owned and U.S.-operated facilities to any individual.

4.0. GOVERNMENT FURNISHED PROPERTY/EQUIPMENT

As indicated in sections 1.5, above, space, and the tables and chairs for the dining facilities will be provided to accommodate catering service; however, no property or equipment will be furnished to the Contractor under this contract.

5.0. BONDS AND INSURANCE

5.1. Bonds. The Government imposes no bonding requirements on this contract. The Contractor shall provide any official bonds required, and shall pay any fees or costs involved or related to the authorization for the equipping of any employees engaged in providing services specified under this contract, if such bonds or payments are legally required by the local Government or in accordance with local practice.

5.2. Amount of Insurance. The Contractor is required to provide whatever insurance is legally necessary. The Contractor shall, at its own expense, provide and maintain during the entire performance period of the contract "Public Liability and Contractor’s All Risk Insurance."

5.3. The types and amounts of insurance above are the minimum requirement. The Contractor shall obtain any other types of insurance required by local law or that are ordinarily or customarily obtained in the location of the work. The limit of such insurance shall be as provided by law or sufficient to meet normal and customary claims.

5.4. Defense Base Act (DBA) Insurance: DBA insurance is required for all United States citizens or residents and individuals hired in the United States, regardless of citizenship for any construction and services for U. S. overseas contracts over US $3,500.00. Only the countries listed currently on the Department of Labor’s (DOL) Active DBA Waivers are not required to have DBA insurance for Host Country Nationals (HCNs) and Third Country Nationals (TCNs) working overseas. (See website for country waivers:

https://www.dol.gov/owcp/dlhwc/dbawaivers/dbawaivers.htm). The waiver is only valid if alternative worker’s compensation benefits are provided to the waived employees pursuant to applicable local law. If there are no local worker’s compensation laws, the waiver has no effect and HCN and TCN (if applicable by local law) working under a U. S. contract shall be included and covered under the DBA.

The DBA insurance may be obtained from any authorized DBA insurance broker. New DBA insurances policies can be purchased directly from any DOL (Department of Labor) approved insurance carrier. A list of DOL approved carriers may be found at http://www.dol.gov/owcp/dlhwc/lscarrier.htm

5.5. The Contractor agrees that the Government shall not be responsible for personal injuries or for damages to:

a) any property of the Contractor,

b) its officers, https://www.dol.gov/owcp/dlhwc/dbawaivers/dbawaivers.htm http://www.dol.gov/owcp/dlhwc/lscarrier.htm

c) agents,

d) servants,

e) employees, or

f) any other person, arising from and incidental to the Contractor's performance of this contract. The Contractor shall hold harmless and indemnify the Government from any and all claims arising, except in the instance of gross negligence on the part of the Government.

5.6. The Contractor shall obtain adequate insurance for damage to, or theft of, materials and equipment and insurance coverage for loose transit to the site or in storage on or off the site.

5.7. Government as Additional Insured. The general liability policy required of the Contractor shall name "the United States of America, acting by and through the Department of State," as an additional insured with respect to operations performed under this contract.

5.8. Time for Submission of Evidence of Insurance. The Contractor shall provide evidence of the insurance required under this contract within ten (10) calendar days after contract award. The Government may rescind or terminate the contract if the Contractor fails to submit the insurance certificates identified above in a timely manner.

5.9. Employee Salary Benefits. The Contractor shall be responsible for payment of all employee wages and benefits required by host country law or agreements with its employees. The Government, its agencies, agents, and employees shall not be part of any legal action or obligation regarding these benefits which may subsequently arise. Where local law requires bonuses, specific minimum wage levels, premium pay for holidays, payments for social security, pensions, sick or health benefits, severance payments, child care or any other benefit, the Contractor is responsible for payments of these costs and must include them in the fixed prices in this contract.

6.0. LAWS AND REGULATIONS

6.1. Without additional expense to the Government, the Contractor shall comply with all laws, codes, ordinances, and regulations required to perform this work, including obtaining and maintaining in good standing, required licenses and permits to perform contractual services. In the event of a conflict among the contract and requirements of local law, the Contractor shall promptly advise the Contracting Officer of the conflict and of the Contractor's proposed course of action for resolution by the Contracting Officer.

6.2. The Contractor shall comply with all local labor laws, regulations, customs and practices pertaining to labor, safety, and similar matters, to the extent that such compliance is not inconsistent with the requirements of this contract.

7.0 TRANSITION PLAN

Within fifteen (15) calendar days after contract award, the Contractor shall provide a plan for preparing the Contractor to assume all responsibilities for catering. The plan shall establish the projected period for completion of all clearances of Contractor personnel, and the projected start date for performance of all services required under this contract. The plan shall assign priority to the selection of all supervisors to be used under the contract.

8.0 DELIVERABLES

The following items shall be delivered under this contract:

Description SOW Section Deliver To Delivery Date

General Instructions 1.1 COR Within 10 days of contract award Menus 1.3.2 COR Weekly List of Personnel 3.5.1 COR Within 10 days of contract award Evidence of Insurance 5.8 COR and CO Within 10 days of contract award Licenses/Permits 6.1 COR Upon contract award Transition Plan 7.0 COR Within 15 days of contract award

9.0 QUALITY ASSURANCE SURVEILLANCE PLAN

This plan is designed to provide an effective surveillance method to promote effective Contractor performance. The QASP provides a method for the COR to monitor Contractor performance, advise the Contractor of unsatisfactory performance, and notify the Contracting Officer of continued unsatisfactory performance. The Contractor, not the Government, is responsible for management and quality control to meet the terms of the contract. The role of the Government is to conduct quality assurance to ensure that contract standards are achieved.

Performance Objective Reference Performance Threshold Services.

Performs all catering services as set forth in the Scope of Work

Sections 1 through 8 above

All required services are performed and no more than one (1) customer complaint is received per month

9.1. Surveillance. The COR will receive and document any complaints from Government personnel regarding the services provided. If appropriate, the COR will send the complaints to the Contractor for corrective action.

9.2. Standard. The performance standard is that the Government receives no more than one (1) customer complaint per month. The COR will notify the Contracting Officer of the complaints so that the Contracting Officer may take appropriate action to enforce the inspection clause (FAR 52.212-4, Contract Terms and Conditions-Commercial Items), if any of the services fall below the acceptable standard.

9.3. Procedures.

(a) If any Government personnel observe unacceptable services, either incomplete work or required services not being performed, they should immediately contact the COR.

(b) The COR will complete the appropriate documentation to record the complaint.

(c) If the COR determines that the complaint is not valid, the COR will advise the complainant.

The COR will retain the annotated copy of the written complaint for his/her files.

(d) If the COR determines that the complaint is valid, the COR will inform the Contractor and give the Contractor additional time to correct the defect, if additional time is available. The COR will determine how much time is reasonable.

(e) The COR will, as a minimum, orally notify the Contractor of any valid complaints.

(f) If the Contractor disagrees with the complaint after investigation of the problem(s) reported, the Contractor may challenge the validity of the complaint. In such cases, the Contractor shall notify the COR, and the COR will review the matter to determine the validity of the complaint.

(g) The COR will consider complaints as resolved unless notified otherwise by the complainant.

(h) Repeat customer complaints are not permitted for any services. If a repeat customer complaint is received for the same deficiency during the service period the COR will contact the Contracting Officer for appropriate action under the Inspection Clause of the contract.

9.4. Testing and Inspection of Food Served

9.4.1. ILEA San Salvador may, at its discretion at any time, perform sampling and analysis of food produced by the caterer, as well as any health inspection that will require passing on a regular basis, whenever deems necessary and without notice to the company awarded.

9.4.2. The samples may be sent to a recognized national laboratory for their analysis; if the results were unfavorable to the company awarded and it shows that the company is failing in some rules of hygiene in the preparation of food, the costs of such testing will be paid by the company but if the results are favorable ILEA will cover the costs.