SF-30-19BB2121Q0039-0002.pdf

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

1. CONTRACT ID CODE

PAGE OF PAGES

1 13

2. AMENDMENT/MODIFICATION NO.

3. EFFECTIVE DATE

11/01/2021

4. REQUISITION/PURCHASE REQ. NO.

5. PROJECT NO. (If applicable)

6. ISSUED BY CODE

BB210 7. ADMINISTERED BY (If other than Item 6)

CODE

American Embassy Bridgetown

Wildey

St. Michael

8. NAME AND ADDRESS OF CONTRACTOR (NO., street,city,county,State,and ZIP Code)

9a. AMENDMENT OF SOLICITATION NO.

19BB2121Q0039

9b. DATED (SEE ITEM 11)

09/27/2021

10a. MODIFICATION OF CONTRACT/ORDER NO.

10b. DATED (SEE ITEM 13)

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

[ x ] The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offers

[ x] is extended, [ ] is not extended Offers must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended, by one of the following methods: (a) By completing Items 8 and 15, and returning 1 copies of the amendment;(b) By acknowledging receipt of this amendment on each copy of the offer submitted; or(c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers.

FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF

OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. ACCOUNTING AND APPROPRIATION DATA (If required)

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS,

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE

CONTRACT ORDER NO. IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(b)

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

E. IMPORTANT: Contractor [ ] is not, [x ] is required to sign this document and return _1__ copies to the issuing office.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

1. This amendment extends the solicitation close date and time to November 12, 2021 at 2:00 PM EDT

2.The purpose of this amendment is to remove the language at 1.3.6.3 and update the requirements at 1.3.4.5. the attached SCHEDULE

OF SUPPLIES/SERVICES, BLOCK 20, DESCRIPTION/SPECIFICATIONS/WORK STATEMENT replaces all prior versions.

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER (Type or print)

16A. NAME OF CONTRACTING OFFICER

15B. NAME OF CONTRACTOR/OFFEROR

BY

(Signature of person authorized to sign)

15C.DATE

SIGNED

16B. UNITED STATES OF AMERICA

BY

(Signature of Contracting Officer)

16C.DATE SIGNED

NSN 7540-01-152-8070 Standard Form 30 (revised 10/83) Previous edition unusable Prescribed by GSA FAR (48 CFR) 53.243

CONTINUATION TO SF-1449,

RFQ NUMBER 19BB2121Q0039

SCHEDULE OF SUPPLIES/SERVICES, BLOCK 20

DESCRIPTION/SPECIFICATIONS/WORK STATEMENT

SCOPE OF WORK

The purpose of this fixed price contract is to obtain janitorial services for real property owned or managed by the U.S. Government Bridgetown. The Contractor shall perform janitorial services in all designated spaces including, but not limited to halls, offices, restrooms, work areas, entrance ways, lobbies, storage areas, elevators and stairways. The contract will be for a one year period from the date of the contract award, with four (4) one-year options.

The Contractor shall furnish all managerial, administrative, and direct labor personnel that are necessary to accomplish the work in this contract. Contractor employees shall be on site only for contractual duties and not for other business purposes.

1.1 General Instructions

The Contractor shall prepare general instructions for the work force. The Contractor shall provide drafts to the

Contracting Officer's Representative (COR) for review within thirty days after contract award. The Contracting

Officer’s Representative must approve these general instructions before issuance.

1.2 Duties and Responsibilities

1.2.1 Certain areas listed in paragraph #3 require an escort and can only be entered during scheduled times.

The General Instructions shall emphasize security requirements so that accidental security violations do not occur.

1.2.2. Contractor shall schedule routine cleaning requirements to ensure that these are done in the order and time frame that are most efficient and have the least impact on normal operations.

1.2.3. Contractor shall schedule periodic cleaning requirements so that it causes minimal disruption to the normal operation of the facility. The COR shall determine the schedules presented which meet the needs of the individual facility.

1.2.4. Temporary Additional Services are services that are defined as Standard Services but are required at times other than the normal workday. These services shall support special events at the Post. The Contractor shall provide these services in addition to the scheduled services specified in this contract. The COR shall order these services as needed basis. 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.

The Contractor shall include in its next regular invoice details of the temporary additional services and, if applicable, materials, provided and requested under temporary additional services. The Contractor shall also include a copy of the COR’s written confirmation for the temporary additional services.

1.2.5 The Contractor shall keep its work and storage areas clean and free of debris, dirt and dust and maintain them in an orderly condition during the course of the work.

1.2.6 The Contractor shall perform the work at the site five days per week during the hours of 7:00 am to 4:30 pm, unless agreed upon with the COR

1.3 Types of Services

Standard Services shall include the following work:

1.3.1 Daily Cleaning Requirements shall consist of:

1.3.1.1 Sweeping all floor areas including damp mopping of areas such as tile, linoleum, marble floors, staircases and public areas. Floors shall be free of dust, mud, sand, footprints, liquid spills, and other debris.

Chairs, trash receptacles, and easily moveable items shall be tilted or moved to clean underneath. The frequency may be higher than once per day when it is rainy or ashy. When completed, the floor and halls shall have a uniform appearance with no streaks, smears, swirl marks, detergent residue, or any evidence of remaining dirt or standing water.

1.3.1.2 Dusting and cleaning all furniture including desks, chairs, credenzas, computer tables, telephone tables, bookshelves with or without glass doors, coat racks, umbrella stands, pictures, maps, telephones, computers and

CRT screens, lamps and other common things found in an office environment. All furniture shall be free of dust, dirt, and sticky surfaces and areas.

1.3.1.3 Vacuuming all clean rugs and carpets, runners, and carpet protectors so that they are free from dust, dirt, mud, etc. When completed, the area shall be free of all litter, lint, loose soil and debris. Any chairs, trash receptacles, and easily moveable items shall be moved to vacuum underneath, and then replaced in the original position.

1.3.1.4 Thorough cleaning of toilets, bathrooms, mirrors, and shower facilities, using suitable non-abrasive cleaners and disinfectants. All surfaces shall be free of grime, soap scum, mold, and smudges. The Contractor shall refill paper towels, toilet paper, and soap in all bathrooms. The Contractor shall check those areas used by personnel visiting the chancery several times daily to ensure that the facilities are always clean and neat.

1.3.1.5 Emptying all wastepaper baskets, ashtrays and washing or wiping them clean with a damp cloth, replacing plastic wastepaper basket linings and returning items where they were located.

1.3.1.6 Cleaning of glasses, cups, and coffee services in conference facilities and in the Ambassador's office area. The Contractor shall clean the items in hot soapy water and rinse, dry and polish so that a presentable appearance is maintained.

1.3.1.7 Removing any grease marks or fingerprints from walls, doors, door frames, radiators, windows and window frames, glass desk protectors, reception booths and partitions.

1.3.1.8 Removing trash to designated area as directed by the COR and keeping trash area in a reasonably clean condition.

1.3.1.9 Sweeping debris from walkways and driveways and hose cleaning them during appropriate climatic and water use conditions.

1.3.2 Periodic Cleaning Requirements shall consist of:

1.3.2.1 Polishing all brass surfaces including door and window handles, plaques.

1.3.2.2 Dusting tops of tall furniture, tops of picture frames and areas not covered in daily dusting.

1.3.2.3 Spot cleaning baseboards and walls.

1.3.2.4 Spot waxing and polishing floors as needed.

1.3.2.5 Shampooing (small area spot clean; as needed) carpets.

1.3.2.6 Dusting windowsills and blinds.

1.3.2.7 Cleaning shutters as required.

1.3.3 Daily cleaning every 2-3 hours shall consist of:

1.3.3.1 Wiping doorknobs and door handles, light switches, and dimmer switches.

1.3.3.2 Refilling ALL sanitizing stations.

1.3.3.3 Sanitizing Canteen tables, chairs, crockery, trays, and cutlery.

1.3.3.3 Sanitizing sinks, taps and kitchen areas.

1.3.3.4 Cleaning and sanitizing toilets, including ALL surfaces.

1.3.3.5 Sanitizing water fountains and drinks dispensers and vending machines.

1.3.3.6 Sanitizing elevators and their doors and buttons.

1.3.3.7 Sanitizing of Gym Equipment.

1.3.4 Monthly Cleaning Requirements shall consist of:

1.3.4.1 Cleaning major appliances inside and out including vacuuming dust from around motor areas.

1.3.4.2 Wiping window blinds with a damp cloth to ensure that all smudges are removed.

1.3.4.3 Cleaning inside window glass and sash of smudges and accumulated dirt.

1.3.4.4 Moving all furniture and vacuuming or polishing the floor under the furniture as appropriate.

1.3.4.5 Clear gutters and down spouts with water.

1.3.5 Quarterly Cleaning Requirements shall consist of:

1.3.5.1 Removing and washing window blinds.

1.3.5.2 Shampooing the entire surface of carpets in the high traffic areas.

1.3.5.3 Cleaning and sanitizing the trash holding area.

1.3.5.4 Dusting and wiping light fixtures. When completed, the light fixtures shall be free from bugs, dirt, grime, dust, and marks.

1.3.6 Semi-Annual Cleaning Requirements shall consist of:

1.3.6.1 Stripping wax coats, spot checking sealer coats, and completely reapplying wax coats.

1.3.6.2 Shampooing carpets in all areas.

1.3.7 Annual Cleaning Requirements shall consist of:

1.3.7.1 Stripping wax coats and seal coats to the bare floor surface; cleaning the bare surface, and reapplying a seal coat.

1.3.7.2 Cleaning gutters and down spouts of all collected debris.

2.0 MANAGEMENT AND SUPERVISION

2.1 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 skill to be able to communicate with members of the U.S. Government staff. The supervisor shall have supervision as his or her sole function.

2.2 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 security personnel of the Post. For those items other than routine daily services, the Contractor shall provide the COR with a detailed plan as to the personnel to be used and the time frame to perform the service.

2.3 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 to those working on the contract.

2.4 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.

3.0 LOCATIONS FOR JANITORIAL SERVICES

All standard services are to be delivered on regular Embassy working days.

Location Qty Estimated

Area

Scheduled

Hours

Escort

Ground Floor Total Area

Ground Floor

Hallway 10 204 0800-1700 No

Bathroom 3 25 0800-1700 No

Break/Kitchen 4 57 0800-1700 No

Office 11 273 0800-1700 No

Storage 16 261 0800-1700 No

Mech/Elec 7 445 0800-1700 No

Total 51 1265

1st Floor Total Area

1st Floor

Which consist of:

Hallway 8 140 0800-1700 No

Bathroom 6 62 0800-1700 No

Break/Kitchen 4 50 0800-1700 No

Office 9 540 0800-1700 No

Storage 8 88 0800-1700 No

Mech/Elec 3 48 0800-1700 No

Gym 1 59 0800-1700 No

Waiting Room 3 140 0800-1700 No

Total 42 1128

2nd Floor 2nd Floor

Which consist of :

Hallway 7 174 0800-1700 No

Bathroom 3 28 0800-1700 No

Break/Kitchen 2 14 0800-1700 No

Office 18 407 0800-1700 No

Storage 3 28 0800-1700 No

Mech/Elec 5 48 0800-1700 No

Total 38 700

3rd floor

Non-Escort Required

Hallway 4 92 0800-1700 No

Bathroom 2 21 0800-1700 No

Break/Kitchen 1 5 0800-1700 No

Office 15 497 0800-1700 No

Storage 0 0 0800-1700 No

Mech/Elec 4 51 0800-1700 No

Totals 26 667

3rd floor

Escort Required 3rd Floor Yes

Which consist of

Hallway 7 114 0800-1700 Yes

Bathroom 1 14 0800-1700 Yes

Break/Kitchen 2 12 0800-1700 Yes

Office 20 714 0800-1700 Yes

Storage 3 13 0800-1700 Yes

Mech/Elec 4 37 0800-1700 Yes

Total 37 904

4th Floor

Non-Escort Required 4th floor

Which consists of:

Hallway 3 94 0800-1700 No

Bathroom 2 23 0800-1700 No

Break/Kitchen 1 6 0800-1700 No

Office 15 473 0800-1700 No

Storage 2 11 0800-1700 No

Mech/Elec 4 52 0800-1700 No

Total 27 659

4th Floor

Escort Required 4th floor

Which consists of:

Bathroom 0 0 0800-1700 Yes

Break/Kitchen 1 6 0800-1700 Yes

Office 3 643 0800-1700 Yes

Storage 9 162 0800-1700 Yes

Mech/Elec 3 28 0800-1700 Yes

Hallway 5 87 0800-1700 Yes

Total 21 925

Total for Main

Building

Building 2 -Warehouse Warehouse

Which consist of

Offices 1 60 0800-1700 No

Kitchen 1 15 0800-1700 No

Bathroom 2 30 0800-1700 No

Storage 1 800 0800-1700 No

Facilities Work Area 1 400 0800-1700 No

Total 1305

Other Areas

Which consist of:

Elevator Interior 3 10 0800-1700 No

Courtyard 1 200 0800-1700 No

Total 210

Main CAC

(Access Point)

Office area and entrance 1 170 24/7 No

Bathroom 1 10 24/7 No

Rear CAC

Entrance Area 1 100 0700-1900 No

Office Area 1 20 0700-1900 No

Total 120

Consular CAC

Entrance Area 1 80 0700-1700 No

Bathroom 2 20 0700-1701 No

Total 100

Guard Booth at

Parking Lot 1 5 0700-1700 No

Total Square Meters 8173 Sq. Meters

All Areas

4.0 PERSONNEL

4.1 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.

4.2 Standard of Conduct.

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 Contracting Officer's Representative (COR).

4.2.1 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.

4.2.2 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.

4.2.3 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.

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

4.2.5 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, the

Contractor shall reimburse the Government for the cost of rekeying that portion of the system.

4.3. Notice to the Government of Labor Disputes

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

4.4. Personnel Security

4.4.1 After award of the contract, the Contractor shall provide the following list of data on each employee who will be working under the contract. The Contractor shall include a list of workers and supervisors assigned to this project. The Government will run background checks on these individuals. It is anticipated that security checks will take 21 days to perform. For each individual the list shall include:

Full Name

Place and Date of Birth

Current Address

Identification number

The Government shall issue identity 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 US 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.

5.0. MATERIALS AND EQUIPMENT

The Contractor shall provide all necessary janitorial supplies and equipment, including mops, brooms, dust rags, detergents, cleaners, etc. to perform the work identified in this contract.

6.0. GOVERNMENT FURNISHED PROPERTY/EQUIPMENT

6.1 The Contractor has the option to reject any or all Government furnished property or items (see

Attachment 1 - GOVERNMENT FURNISHED PROPERTY). However, if rejected, the Contractor shall provide all necessary property, equipment or items, adequate in quantity and suitable for the intended purpose, to perform all work and provide all services at no additional cost to the Government. All Government furnished property or items are provided in an "as is" condition and shall be used only in connection with performance under this contract. The Contractor is responsible for the proper care, maintenance and use of Government property in its possession or control from time of receipt until properly relieved of responsibility in accordance with the terms of the contract. The Contractor shall pay all costs for repair or replacement of Government furnished property that is damaged or destroyed due to Contractor negligence.

6.2 The Contractor shall maintain written records of work performed, and report the need for major repair, replacement and other capital rehabilitation work for Government property in its control.

The Contractor shall physically inventory all Government property in its possession. Physical inventories consist of sighting, tagging or marking, describing, recording, reporting and reconciling the property with written records. The Contractor shall conduct these physical inventories periodically, as directed by the COR, and at termination or completion of the contract.

7. INSURANCE

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 the following insurance amounts:

7.2 General Liability (includes premises/operations, collapse hazard, products, completed operations, contractual, independent contractors, broad form property damage, personal injury)

1. Bodily Injury stated in U.S. Dollars:

Per Occurrence $200,000.00 (US equivalent $100,000.00)

Cumulative $500,000.00 (US equivalent $250,000.00)

2. Property Damage stated in U.S. Dollars:

Per Occurrence $20,000.00 (US equivalent $10,000.00)

Cumulative $100,000.00 (US equivalent ($50,000.00)

7.3 The types and amounts of insurance are the minimums required. 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.

For those Contractor employees assigned to this contract who are either United States citizens or direct hire in the United States or its possessions, the Contractor shall provide workers’ compensation insurance in accordance with FAR 52.228-3.

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

any property of the Contractor, its officers, agents, servants, employees, or any other person arising from an incident 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.

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

7.5 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.

7.6 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 timely submit insurance certificates identified above.

8.0. LAWS AND REGULATIONS

8.1 Without additional expense to the Government, the Contractor shall comply with all laws, codes, ordinances, and regulations required to perform this work. 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.

8.2 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.

9.0. TRANSITION PLAN

Within 14 days after contract award, the Contracting Officer may request that the Contractor develop a plan for preparing the Contractor to assume all responsibilities for janitorial services. 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.

10. DELIVERABLES

The following items shall be delivered under this contract:

Description Quantity Delivery To Date

1.1 General Instructions 1 COR 30 days after award

1.2.3 Schedules 1 COR Weekly

4.4.1 List of Personnel 1 COR 10 days after award

7. Evidence of Insurance 1 COR 10 days after award

8. Licenses and Permits 1 COR Date of award

9. Transition Plan 1 COR 14 days after award

11. QUALITY ASSURANCE AND SURVEILLANCE PLAN (QASP)

This plan provides an effective method to promote satisfactory contractor performance. The QASP provides a method for the Contracting Officer's Representative (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 monitor quality to ensure that contract standards are achieved.

Performance Objective Scope of Work Para Performance Threshold

Services.

Performs all Janitoral services set forth in the scope of work.

1 through 10

All required services are performed and no more than two

(2) customer complaint is received per month.

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

11.2 STANDARD. The performance standard is that the Government receives no more than two (2) customer complaint per month. The COR shall 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 exceed the standard.

11.3 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 appropriate documentation to record the complaint.

(c) If the COR determines the complaint is invalid, 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 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 shall determine how much time is reasonable.

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

(f) If the Contractor disagrees with the complaint after investigation of the site and challenges the validity of the complaint, the Contractor will notify the COR. 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.