Performance_Work_Statement.pdf

PERFORMANCE WORK STATEMENT

FOR

CUSTODIAL SERVICE

U.S. Customs and Border Protection Seattle, WA

December 1st 2018

PR # 20109251

Locations:

• U.S. Customs and Border Protection, Tacoma Seaport Office, 2202 Port of Tacoma

Road, Tacoma, WA 98421

• U.S. Customs and Border Protection, Seattle Seaport Nevada Street Office, 7 South Nevada Street, Seattle, WA 98134

• U.S. Customs and Border Protection, Seattle Seaport Klickitat Way Office, 1021 South West Klickitat Way, Seattle, WA 98134

1. BUILDING LOCATION AND SPECIFICATIONS

A. LOCATION 1

U.S. Customs and Border Protection, Tacoma Seaport Office, 2202 Port of Tacoma, Road Tacoma, WA 98421

253 593-6336

SPECIFICATIONS

MAIN BUILDING Estimated Data Number of stories: 1 Net Floor Area (Area to be cleaned) 4,740 SF

Office Space / Conference Rooms 3,780 SF Common Space / Bathrooms / Breakrooms 960 SF

B. LOCATION 2

U.S. Customs and Border Protection, Seattle Seaport Nevada Street Office, 7 South Nevada Street, Seattle, WA 98134

206-553-1581/1709

Number of stories: 1 Net Floor Area (Area to be cleaned) 14,225 SF

Office Space / Conference Rooms 12,153 SF Common Space / Bathrooms / Breakrooms 2072 SF

C. LOCATION 3

U.S. Customs and Border Protection, Seattle Seaport Klickitat Way Office, 1021 South West Klickitat Way, Seattle, WA 98134

206-553-2400/2412

Number of stories: 1 Net Floor Area (Area to be cleaned) 3853 SF

Office Space / Conference Rooms 3171 SF Common Space / Bathrooms / Breakrooms 682 SF

2. SCHEDULE OF PERFORMANCE

A. This is a Performance Work Statement (PWS). The performance-based specifications herein express the Government's requirements for performance of janitorial services in the form of the minimum quality standards to be met. An evaluation of the Contractor’s performance quality will be based on customer satisfaction, Government inspections, and best trade practices.

B. The Contractor is responsible for choosing the best technology, optimal work schedule that maximizes the efficiency of the agency and staff and considers security concerns, frequency of tasks, resource allocations, performance methods, and best industry practices to meet the standards set forth in this PWS.

C. Janitorial Performance Work Requirements (Section 6) are provided as the

Government’s best gauge of the minimum tasks to be met. The results of the work performed under this contract shall conform to those requirements, best commercial practices, and industry standards provided by the International Sanitary and Supply Association (ISSA).

D. The Contractor may combine or separate the performance requirements listed in the

Janitorial Performance Work Requirements (Section 6) and Miscellaneous Performance Requirements (Section 7) in any commercially acceptable manner, so long as all areas adhere to the specified quality standards described in the PWS. The Government has separated some of the tasks in the PWS in order to encourage maximum Contractor discretion with cleaning frequencies. For example, general spot cleaning is separate from restroom spot cleaning; and interior glass cleaning is separate from window cleaning.

E. In the event of a dispute regarding a deficiency or customer complaint, the

Contractor’s adherence to the established frequencies may be considered, but will not be the full basis for resolving the dispute.

F. The Contractor shall perform described services for base year plus six month option(s) starting 1 December 2018 during the general operating hours of 7:00 am to 4:30 pm, Monday through Friday, at all locations.

G. The Government may approve certain services to be performed after general operating hours, such as carpet extraction (shampooing), so long as it is included in the Building Janitorial Plan and approved by the Contracting Officer (CO).

3. SCHEDULE OF DELIVERABLES

The following list presents the deliverables of this contract:

Contract Manager(s) Information ………………………………………………. Section 4 Contractor Staffing Plan (CSP) …………………………………………………. Section 8 Employee Work Schedules (EWS)……………………………………………… Section 8 Building Janitorial Plan (BJP) ………………………………………………….. Section 9 Quality Control Plan (QCP) …………………………………………………….. Section 10

- including a description of how the Customer Comment Program will be handled ……………………………………………. Section 11

- Including a template of the Defect/Complaint Log ………………… Section 11 Cost for Service (Price per Square Foot per Month) portion of the

- Quality Assurance Surveillance Program (QASP) ………………… Section 11 Monthly Defect/Complaint Log ………………………………………………… Section 11 Results of Yearly Customer Survey …………………………………………….. Section 11

4. CONTRACTOR AND CONTRACTOR PERSONNEL

A. CONTRACTOR

The Contractor and its employees shall become familiar with and obey all U.S.

Customs and Border Protection building regulations, including fire, traffic, and security regulations. The Contractor’s employees will be required to sign in and sign out at all building areas or facilities. All personnel shall keep within the limits of the work and shall not enter any restricted areas unless required to do so and are cleared for such entry. The Contractor shall be responsible to the Government for acts and omissions of its employees. The Contractor shall be held accountable for any damage and subsequent repairs to Government-furnished property caused by negligence on the part of its employees.

B. CONTRACTOR PERSONNEL QUALIFICATIONS

Contractor shall ensure that its personnel are capable employees—workers who are trained and qualified to perform janitorial work.

C. CONTRACTOR PERSONNEL UNIFORMS

All employees must wear a standardized uniform (i.e. clothing that designates the name of the Contractor’s cleaning company). All employees must also wear a government-issued badge that will be provided upon entering the building. The badge must be worn on a visible area of clothing so that employees can be easily recognized as Contractor employees.

D. CONTRACT MANAGER(S)

The Contractor shall provide at least one Contract Manager who shall be responsible for the performance of the work. The name and contact information of this person and alternate(s), along with his/her qualifications, must be sent in writing to the CO and Contracting Officer’s Representative (COR) within fifteen (15) calendar days of notification prior to contract award. The Contract Manager(s) and alternate(s) are subject to CO approval. The Contract Manager(s) shall have full authority to act for the Contractor on all contract matters relating to the daily operations of this contract.

The Contract Manager(s) and alternate(s) must be able to read, write, speak, and understand English sufficiently to understand and convey information to the Government’s COR and CO in order to carry out the duties of this contract.

E. TEAM LEADER(S)

The Contractor shall provide at least one Team Leader at each specific building location. The Team Leader is that person on the Contractor’s team who is designated to sign customer complaints for the Contractor, thereby acknowledging receipt of the complaint. Unlike the Contract Managers, the Contractor’s Team Leaders do not have the authority to act for the Contractor in all matters relating to the daily operations of the contract. The Team Leader may be given direction by the Contract Manager to answer complaints, but the ultimate responsibility for answering complaints and ensuring that deficiencies are corrected is that of the Contract Manager. The identity of the Team Leader for each location must be identified in writing to the COR. The Team Leader must be able to read, write, speak, and understand English sufficiently to understand and convey information to the Government’s COR and CO in order to carry out the duties of this contract.

F. CONTRACTOR AND EMPLOYEE ORIENTATION

The Contractor is required to hold an orientation for its employees before the contract performance begins (part of the Post-Award Meeting). The orientation will include an explanation of the occupant agency’s function and may include a tour of the buildings/facility. It will also familiarize Contractor’s employees with key client agency personnel and areas of the buildings/facility requiring special attention. The Contractor is responsible for providing all orientation information to its employees and to prepare them to perform contract work.

The Government will provide an orientation to the Contractor and its Employees regarding site-specific evacuation training and site-specific policies. The training will be conducted at the worksite by a member of the Customs and Border Protection (CBP) incident management staff to ensure compliance with both the occupancy emergency plan for the site and the site regulations concerning access, parking, and other relevant site administration policies.

H. EMPLOYMENT OF ILLEGAL IMMIGRANTS

Subject to Executive Orders, existing laws, regulations, and other provisions of this contract, the Contractor or its subcontractors shall not employ illegal immigrants, or those who are not authorized to be employed in the United States. The Contractor shall ensure that this provision is expressly incorporated into any and all subcontracts or subordinate agreements issued in support of this contract.

I. PERMITS AND LICENSES

In the performance of work, the Contractor shall obtain and maintain in effect all necessary permits and licenses required by Federal, State, and Local Governments, or subdivisions thereof, or of any other duly constituted public authority. Further, the Contractor shall obey and abide by all applicable laws and ordinances.

5. SUPPLIES, MATERIALS, AND EQUIPMENT

A. FURNISHED BY THE GOVERNMENT

1. Space: Space will be furnished for the storage of supplies and equipment to be used in the performance of work under the contract. The Contractor shall maintain this space in a neat and orderly condition. No flammable or explosive liquids, such as gasoline, will be stored in the building. The Government will not be responsible for damage or loss to the Contractor’s stored supplies or equipment. The door to the storage space at each location will be locked, and only Contractor personnel and the COR shall have keys to the storage area. A separate storage space will be provided to the Contractor for storage of all chemicals that are used in the contract. Storage spaces will remain closed when not in use (i.e. Doors to the storage closets will remain closed while unattended after removing equipment or supplies so as to keep a tidy appearance.)

2. Utilities: The Government will furnish water and electricity to perform the contract. Water is limited to the normal water supply provided in the building.

No special heating or cooling of water will be provided.

3. Supplies: The Government will not furnish any supplies. The Contractor shall provide supplies necessary to do the work.

4. Tools: The government will not furnish tools or equipment to the Contractor.

The Contractor shall provide tools or equipment necessary to do the work.

B. FURNISHED BY THE CONTRACTOR

1. Unless otherwise noted, the Contractor shall provide all labor, supplies, equipment, transportation, supervision, and training necessary to fulfill the requirements of this contract.

2. All equipment shall meet all applicable Occupation Safety and Health

Administration (OSHA) standards. If equipment needs repair or is unsafe, the Contractor shall immediately stop using the equipment. Contractor will provide temporary replacement equipment to use until damaged equipment is repaired or replaced. All electrical equipment used by the Contractor shall be Underwriter Laboratory (UL) approved.

3. Contractor shall furnish and display caution signs to be used when cleaning floors where people other than Contractor personnel are present.

4. The Contractor shall not use any materials or equipment that are unsuitable for the purpose, or harmful to the surfaces, to which it is applied. All equipment shall be equipped with the necessary bumpers, guards, etc. to prevent marking or scratching of fixtures, furnishings, or building surfaces. The Contractor will be responsible for, and incur costs for, government property damaged by the Contractor and/or Contractor employees.

5. Contractor shall provide all contract employees with necessary protective gloves, shoe covers, respirators, and disposable coveralls required to protect its employees from contagious substances periodically encountered in the performance of their duties.

6 The Contractor shall provide employee transportation to and from all work locations.

7. Contractor shall provide training and re-training to employees in order to complete the work requirements outlined in this PWS.

C. ENVIRONMENTAL MANAGEMENT

1. General Requirements

In order to comply with federally mandated environmental preference programs and the Department of Homeland Security’s Green Procurement Program (GPP) policy, the U.S. Customs and Border Protection requires the Contractor to use environmentally preferable products and services. These program elements include the following: recovered material products, energy and water efficient products, alternative fuels that are fuel efficient, bio-based products, non-ozone depleting substances, priority chemicals, and other environmentally preferable products. These program elements are described on the Office of the Federal Environment Executive website (http://www.ofee.gov).

Product or service must be in compliance with Environment, Energy and Water Efficiency, Renewable Energy Technologies, Occupational Safety, and Drug-Free Workplace FAR 52.223-1 through 52.223-17, 52.204-4 and 52.211-5.

Product or service is subject to the DHS APP, HSAM Chapter 3023, Appendix A.

2. Green Procurement Program (GPP) The Contractor shall use commercial-rated equipment that meets these Green Procurement Program standards (i.e. HEPA rated vacuum cleaners). Contractor http://www.ofee.gov/ shall provide preventative maintenance to these machines to maintain said standards. Contractor shall not cross-contaminate its cleaning locations by using equipment at one location and then using it at another location (i.e. equipment must be dedicated to a building and stay at the same location.) All equipment must stay within the Port Angeles buildings and not be used outside of these buildings.

3. Green Seal Product Standards

Custodial cleaning products that are required to be used in the performance of this SOW shall meet the Green Seal Product Standards as a minimum (http://www.greenseal.org/certproducts.htm). If it is determined that a product does not meet Government performance requirements, the Contractor shall submit a proposed alternative that would meet the performance requirements with the lowest environmental impact for evaluation and acceptance. Products that fall under the Environmental Protection Agency (EPA) Comprehensive Procurement Guidelines (CPG) (http://www.epa.gov/cpg) shall meet the minimum recovered (recycled) content. Bio-based products shall be used upon issuance of the bio-based product listing from the United States Department of Agriculture (USDA) (http://www.usda.gov). The Contractor shall purchase and use Energy Star or other energy-efficient items listed on the Department of Energy’s Federal Energy Management Program (FEMP) Product Energy Efficiency Recommendations product list. Supplements or amendments to listed publications from any organizational level may be issued during the life of the contract. Before implementing any change that will result in a change to the contract price, the Contractor shall submit to the CO a price proposal within thirty (30) calendar days following receipt of the change. An equitable adjustment (increase or decrease) will be negotiated, if applicable, under the “Changes” clause of the contract.

6. JANITORIAL PERFORMANCE WORK REQUIREMENTS

All janitorial performance work requirements shall be done using best commercial practices, and follow industry standards provided by the International Sanitary and Supply Association (ISSA).

A. SWEEP

The Contractor shall sweep floor surfaces, including corners, abutments, and base boards, so that after sweeping, the floors are free of visible litter, dust, and foreign debris. This would include floor areas that are underneath moveable items, i.e.

chairs and trash receptacles. The Contractor shall return all moved items to their proper position upon completion of sweeping. All tears, burns, and raveling shall be brought to the attention of the COR. The Contractor shall move chairs, furniture, trash receptacles, and other easily movable items that weigh 50 pounds or less so that floor can be cleaned underneath those items.

B. VACUUM

The Contractor shall vacuum carpeted floor surfaces, including corners, abutments, and base boards, so that after vacuuming, the floors are free of visible litter, dust, and foreign debris. This would include floor areas that are underneath moveable items, i.e. chairs and trash receptacles. The Contractor shall return all moved items to their proper position upon completion of vacuuming. All tears, burns, and raveling shall be brought to the attention of the COR. The Contractor shall move chairs, furniture, trash receptacles, and other easily movable items that weigh 50 pounds or less so that floor can be cleaned underneath those items. .

C. EXTRACT CARPETS

Use a commercially rated machine with hot water to clean carpets. Carpet manufacturers now advocate using hot water only (no cleaning chemicals) on most commercially rated carpet. Some specialty carpet such as wool carpet may require a different process. However, if there are spots, it may be necessary to apply a pre-spotting chemical to the carpet before cleaning with hot water. Using the least amount of chemical possible is best for preserving the life span of the carpet.

After extracting carpets, all carpets shall be clean, free of spots, spills, and removable stains and present a uniform appearance. If necessary, non-absorbent pads or foil shall be placed between the carpet and furnishings. Any rust or stains resulting from the Contractor's lack of carpet protection shall be removed by the Contractor. Any furnishings moved during the carpet shampoo process shall be returned to their original positions. The Government may approve certain services to be performed after hours, such as carpet extraction (shampooing), so long as it is included in the Building Janitorial Plan and approved by the Contracting Officer (CO).

D. MOP

1. Mopping is a process used when cleaning all hard floor surfaces. Use a damp mop dipped in a chemical solution to clean areas of a hard floor surface. The process is used to effectively clean the whole floor which includes corners, edges, and the baseboards adjacent to the floor. Pre-work should include removal of all adhered items, such as gum, scuff marks, and other foreign debris.

2. All resilient and hard floor areas including corners, abutments, and baseboards shall be damp-mopped so that after mopping they are clean and free of dirt, water streaks, mop marks, grease, and skipped areas and present an overall appearance of cleanliness.

3. The Contractor shall move chairs, furniture, trash receptacles, and other easily movable items that weigh 50 pounds or less so that floor can be cleaned underneath those items. The Contractor shall remove splash marks or mop streaks on furniture, wall baseboards, etc., or mop strands remaining in the area.

Upon completion of mopping services, the Contractor shall wait to return moved items to their proper position until floor surface is dry in order to prevent damage to furniture and floors.

4. Floor areas shall be maintained free of obvious dirt, dust, debris, and other residual matter. A floor sealant shall be used for sealing porous surfaces. Note:

restroom and locker room mopping is included in Section P.

E. MAINTAIN FLOORS

1. The Contractor shall maintain all flooring, which may include the following: tile, vinyl tile, rubberized flooring, natural stone, ceramic flooring, and wood floors.

After floor maintenance, the floors and baseboards shall have a uniform, clean appearance with an even sheen and without streaks, swirl marks, detergent residue, or any evidence of soil, stain, film, scuffmarks, heel marks, discoloration, excessive finish build up, or standing water.

2. Furniture that was on the floor shall be free of floor finish solutions.

F. CLEAN WALK-OFF MATS

Floor mats provided by the Government shall be vacuumed to remove soil and grit and to restore resiliency of the carpet pile. The Contractor shall sweep, vacuum, or hose-down outside rubber or polyester entrance mats to remove soil and grit. The Contractor shall remove soil and moisture underneath entrance mats and return mats to their normal location.

G. REMOVE TRASH

The Contractor shall empty and return to their initial location all wastebaskets, cigarette butt receptacles (ashtrays, butt cans, etc.), and other trash containers within the area. The Contractor shall remove any boxes, cans, and papers placed near a receptacle that are marked "TRASH". Any obviously soiled or torn plastic trash receptacle liners in such receptacles shall be replaced. The Contractor shall remove ashes and debris from community cigarette butt receptacles and place ashes and debris in a nonflammable container. All trash shall be deposited in appropriate U.S.

Government-furnished waste containers at outside trash collection points. During removal of collected trash, the Contractor shall pick up any trash that may fall in or around the facility or grounds.

Beginning September 1, 2016 all trash shall be deposited in appropriate custodial contractor furnished waste containers at outside trash collection points. The contractor is responsible for removal of trash from government property. Any agreements with waste remover is between waste remover and custodial contractor.

H. RECYCLE

The Contractor shall empty and return to their initial location all baskets containing the recyclable materials noted below. Desk-side recycling shall be performed by the Contractor. The Contractor shall remove the recycled items to a central location for government removal.

Beginning September 1, 2016 all recycle material shall be deposited in appropriate custodial contractor furnished recycle containers at outside recycle collection points.

The contractor is responsible for removal of recycle materials from government property. Any agreements with the recycle material remover is between recycle material remover and custodial contractor.

1. Mixed Paper

2. Aluminum Cans

3. Plastic Bottles

4. Cardboard

I. INTERIOR GLASS

Interior glass is surfaces within the building. The Contractor shall damp-wipe mirrors and both sides of all glass doors, glass display cases and adjacent trim, glass partitions, glass bookcases, and any interior glass so that there shall be no traces of film, dirt, smudges, or water, and glass shall not be “cloudy”. Interior glass cleaning does not include “windows”. (Windows are defined in Sections J and K).

J. EXTERIOR WINDOWS

Windows are glass surfaces that are an integral part of the outer wall of the building having an exterior and interior surface. After the exterior surface of windows have been cleaned, the frames, casings, sills, and glass surfaces shall be free of all film, dirt, smudges, water, and other foreign matter. Window screens are part of the windows and shall be removed, cleaned, and re-installed as needed.

K. INTERIOR WINDOWS

Windows are glass surfaces that are an integral part of the outer wall of the building having an exterior and interior surface. After interior surface of windows have been cleaned, frames, casings, sills, and glass surfaces shall be free of all film, dirt, smudges, water, and other foreign matter. Window screens are part of the windows and shall be removed, cleaned, and re-installed as needed.

L. DRINKING FOUNTAINS

The Contractor shall clean drinking fountains and disinfect all porcelain or stainless steel drinking fountains so that after cleaning they have a restored finish, a uniform appearance, and are free of dust, spots, stains, and streaks. Drinking fountains shall be kept free of trash, ink, coffee grounds, etc., and nozzles free from encrustation.

M. WOOD PANELING

Clean all treated surfaces of wood paneling so that after cleaning, paneling is free of dirt, dust, streaks, and spots.

N. GENERAL SPOT CLEANING

The Contractor shall perform spot cleaning so that all washable surfaces of walls, partitions, and doors have a clean, uniform appearance. All washable surfaces shall be free of smudges, fingerprints, streaks, spots, soil, oil, grease, graffiti, discoloration, and other evidence of removed soil. The Contractor shall clean aluminum bars, mirrors, and other metal on doors and cigarette urns with a suitable cleaning solution. All cleaning materials shall be removed from adjacent surfaces.

O. RESTROOM SPOT CLEANING

The Contractor shall perform spot cleaning in restrooms so that all washable surfaces of walls, partitions and doors have a clean, uniform appearance. All washable surfaces shall be free of smudges, fingerprints, streaks, spots, soil, oil, grease, graffiti, discoloration, and other evidence of removed soil. The Contractor shall clean aluminum bars, mirrors, and other metal on doors and cigarette urns with a suitable cleaning solution. All cleaning materials shall be removed from adjacent surfaces.

P. RESTROOM/LOCKER ROOM CLEANING

Prior to commencement of cleaning services, the Contractor shall display caution signs that warn about cleaning services taking place. Signs shall be in the English language and shall be removed when floor surfaces are safe for walking.

1. Clean Restroom Surfaces. The Contractor shall clean all surfaces or partitions, stalls, stall doors, woodwork, exposed utility lines, and washable wall areas up to a height of 70 inches above the floor surface to include windowsills. After cleaning service is completed, all surfaces shall be clean and free of foreign matters and shall have a clean and uniform appearance.

2. Clean and Scale Sinks, Toilet Fixtures, Toilet Bowls, Urinals, and Showers. The Contractor shall clean and scale all sinks, toilet fixtures (to include toilet bowls, urinals and toilet seats), and showers. After cleaning and scaling services are completed, all surfaces shall be clean and free of streaks, stains, scale, scum, incrustation, urine deposits, rust stains, and foreign matters. Toilets will be flushed to remove any residue. To show building occupants that toilets have been cleaned, all toilet seats will be in the up position. Appropriate cleaning utensils and chemicals should be used for stainless steel toilets.

3. Sweep and Damp Mop Restroom. The Contractor shall sweep restroom floors so they are free of visible litter, dust, and foreign debris so that no dust or airborne particles are created while sweeping. Then the Contractor shall damp mop the entire floor surfaces including corners and abutments. After damp mopping the floor surfaces, they shall have a uniform, even sheen and shall be free of streaks, swirl marks, detergent residue, or any evidence of soil, stains, film, dirt, dust, or standing water. Splash marks shall be removed from walls, doors, baseboards, etc. No mop strands shall remain in the area.

R. LOW DUSTING

The Contractor shall thoroughly dust all horizontal surfaces of furniture and cleared desk tops so that all dust, lint, litter, and dry soil has been removed from surfaces of cleared desks, chairs, file cabinets, and other types of office furniture and equipment.

In addition, all dust, lint, litter and dry soil shall be removed from ledges, window sills, hand rails, etc., to a line 70 inches above the floor level. Corners, crevices, molding, and ledges shall be free of all dust. There shall be no oils, spots, smudges, or streaks on dusted surfaces caused by dusting tools. NOTE: In dusting of horizontal spaces, working papers shall not be disturbed. The Contractor shall not dust phones, computers, business machines, and similar office equipment.

S. RESTOCKING SUPPLIES

The Contractor shall check and re-supply restrooms/locker rooms with toilet paper, paper towels, and hand soap so that all rooms are sufficiently stocked until the next cleaning schedule.

T. BUILDING PERIMETER CLEANING

The Contractor shall sweep and/or hose off patio areas, sidewalks, building entrances, and sally ports so that after cleaning they are free of organic material (such as leaves, dirt, dust, etc.), paper, trash, gum deposits, bottles, and other discarded material.

Paper, empty boxes, and cans shall be placed in dumpsters. The Contractor shall hose off and scrub soiled areas. Contractor liability is limited to ten (10) feet outside of the building unless otherwise directed.

U. PATIO FURNITURE

The Contractor shall wipe down patio furniture to clear dirt and other debris so that it is clean and free of organic material, including dirt, dust, etc.

V. SWEEP VEHICLE MAINTENANCE BAY IN THE VEHICLE MAINTENANCE BUILDING

The Contractor shall sweep and/or hose off the Vehicle Maintenance Bay floor surfaces, including corners, abutments, and base boards so that the floors are free of organic material, including dirt, dust, animal waste, visible litter, and foreign debris. The Contractor shall move chairs, trash receptacles and other easily moveable items in order to sweep underneath them. The Contractor shall return all moved items to their proper position upon completion of sweeping.

W. SANITIZE GYM EQUIPMENT WITH DISINFECTANT

The Contractor shall thoroughly wipe down the gym equipment with a cloth and a disinfectant chemical so that the equipment is clean of dust, dirt and smudges including signs of sweat or other residue.

X. SWEEP AND CLEAN AREA AROUND TRASH DUMPSTER

The Contractor shall sweep and clean areas around the trash dumpster so that it is free of trash that has fallen out of the dumpster and other debris that has built up in and around the dumpster.

7. MISCELLANEOUS PERFORMANCE REQUIREMENTS

A. Limited-Access Areas (as stated in the square footage worksheet for each building).

Workers shall enter these areas with a government personnel escort. The performance requirements of these areas shall conform to Section 6 above and workers shall review these areas for cleanliness based on the following frequency:

1. Weekly for the task of Sweep (6.A) and Vacuum (6.B)

2. Monthly for the task of Extract Carpets (6.C), Mop (6.D), and Maintain Floors

(6.E)

3. Annually for Maintain Floors—Annual Hard Floor Refinish (6.E.3)

4. Annually for Maintain Floors—Additional Hard Floor Refinish (6.E.4)

B. No-Access Areas (as shown on the Floor Plan). Workers shall not enter these areas.

C. Lights shall be used only in areas where janitorial work is being completed and at the time such work is being completed. Unnecessary lights shall be turned off. Automatic lighting controls for motion sensing lighting must be left in the “On” position and not manually turned off so they illuminate automatically.

D. Workers shall not adjust mechanical equipment controls for heating, ventilation, and air-conditioning systems.

E. Water faucets or valves shall be turned off after required usage has been accomplished.

F. Windows shall be closed and lights and fans turned off when not in use, unless equipped with an automatic control. Those so equipped will be left as set by the Customer.

G. Lost and found articles shall be turned in to the appropriate CBP official at the main office or main gate.

H. Items in need of repair that are discovered during performance of duties shall be reported to the COR.

I. Worked performed in secure areas shall be done with CBP supervision.

J. Upon completion of work, ensure that all tools, equipment, and supplies are stored properly.

K. Readily moveable furniture and equipment shall be moved from the area when cleaning.

8. CONTRACTOR STAFFING PLAN, AND EMPLOYEE WORK SCHEDULES

A. The Contractor shall provide a monthly Contractor’s Staffing Plan (CSP) in written form to the COR by the first working day of the month. The CSP will state the number of staff that will be needed to accomplish the work for the month along with their names. If there are changes during the month, such as with the hiring and firing of employees, the CSP must be updated and submitted to the COR within one (1) working day of the change.

B. The Contract Manager is responsible for submitting the Contractor’s Employee Work Schedules (EWS) in written form to the COR. The EWS shall include the employee’s name, name and address of the building where the employee is working, and the employee’s proposed workday hours. The EWS should be submitted by the first working day of the month. If a new employee begins work after the EWS is submitted, then the EWS must be updated and submitted to the COR before the new employee begins work.

9. BUILDING JANITORIAL PLAN (BJP)

A. Within fifteen (15) calendar days prior to contract award, the Contractor shall submit a Building Janitorial Plan (BJP) in written form to the COR.

B. The BJP shall include a detailed schedule and timetable for specific services that will be provided. This includes the types of tasks that will be performed, the frequency of those tasks, the dates and/or days of the week of task performance, and their location (i.e. room, or building area). The BJP is subject to CO and COR approval.

C. Changes can be made to the BJP during contract performance and are strongly encouraged, especially where those changes provide better service to the government. If the Contractor chooses to make any changes to the BJP during the contract performance period, such changes shall not be effective until they are submitted in writing to the CO, and the Contractor receives written acceptance by the CO of such changes.

D. For tasks that require pre-inspection and/or post-inspection (i.e. carpet extraction/shampooing), the BJP shall be updated to include the proposed day/date and time for performing that task at each location and submitted in writing at least two (2) working days to the COR prior to task commencement.

E. The Contractor shall submit a new BJP within fifteen (15) calendar days prior to the exercise of any option awarded under this contract.

10. QUALITY CONTROL PLAN (QCP)

A. QUALITY CONTROL PROGRAM

The Contractor shall establish and maintain a complete Quality Control Plan (QCP) to ensure that the Contractor will meet all requirements of the contract, and that all requested services are performed effectively, efficiently, and in accordance with industry standards. The QCP shall be subject to the approval of the COR and must be submitted to both the CO and COR within fifteen (15) calendar days prior to contract award.

B. At a minimum, the QCP shall include the following:

1. A system for identifying and correcting deficiencies in the quality of services before the level of performance becomes unacceptable. Deficiencies may be identified through customer observation or through standards outlined in the Quality Assurance Surveillance Program (Section 11).

2. Specifics as to the areas to be inspected on both a scheduled and random basis, frequency of inspections, and the title and organizational placement of the inspector(s).

3. A component for monitoring periodic inspections made by Contractor representatives other than on-site personnel.

4. An acceptable procedure for generating, analyzing, and processing customer surveys.

1. An acceptable customer complaint procedure.

2. Safety procedures to be utilized by the Contractor during the performance of this contract.

3. An organizational chart that describes the structure within the organization as related to the facility. This chart shall be updated as necessary and available for review by the CO and COR upon request. All changes to the facility’s organizational chart shall be reviewed and approved by the CO and COR prior to implementation

C. The Contractor shall maintain an acceptable file of all Contractor inspections and corrective or preventive actions taken. These records shall be made available within 24 hours to the COR or CO upon request throughout the term of the contract, and for the period after contract completion until settlement of all claims are made under this

D. A draft of the proposed Quality Control Plan along with sample documentation that will be used during the performance of the contract (i.e. customer surveys, inspections file, etc.), shall be submitted as part of the Contractor's technical proposal for this solicitation. A final draft of the Quality Control Plan shall be submitted to the CO for acceptance within fifteen (15) calendar days of notification of award. If the Contractor chooses to make any changes to the plan during the contract performance period, such changes will be effective only after they have been submitted in writing to the COR and approved by the CO.

11. QUALITY ASSURANCE SURVEILLANCE PROGRAM (QASP)

OVERVIEW

A. The Quality Assurance Surveillance Program (QASP), provided in Attachment A of this

PWS, lists the objectives for custodial services, the standard of performance that the Government will survey and assess, and the maximum allowable defects for a performance objective that may occur monthly before the Government will invoke the payment computation formula, resulting in a payment of less than 100 percent of the maximum payment for the contract month.

B. The QASP indicates the services required and the level of service quality. The

Government expects the Contractor to perform at a quality level that is satisfactory throughout the life of the contract.

C. The quality of the Contractor’s performance will be a significant consideration when exercising contract follow-on years (option years) and evaluating recommendations for award of future Government contracts with CBP and other government agencies/bureaus.

D. For unsatisfactory performance, the Government’s preferred course of action is to have the Contractor re-perform the work to satisfy performance requirements.

However, when a service is re-performed, the original defect shall still be included in the monthly defect/complaint log. And, the Government reserves the right at any time to use payment deductions for any unsatisfactory performance. See Section 12, Monetary Adjustment for Contract Performance. This section describes the method for calculating payment deductions for unsatisfactory performance.

E. When the number of defects exceeds the Re-performances Allowed Per Month without Financial Penalty, the Contractor shall deduct an amount from its monthly invoice at the Cost Per Service rate as provided by the Contractor in its proposal (i.e.

Contractor will include the Cost Per Service based on calculations outlined in its proposal).

F. The Contractor is encouraged to propose changes to the QASP, including the Janitorial

Performance Levels, if doing so will make the proposal more favorable, considering cost and quality, to the Government. If the Contractor proposes to make any changes to the QASP during the contract performance period, such changes shall not be effective until they are submitted in writing to the CO, and the Contractor receives written acceptance of the changes.

SPECIFICS

G. The Government will evaluate the Contractor’s performance and validate the effectiveness of the Contractor’s Quality Control Plan (QCP) by means of a Quality Assurance Surveillance Program (QASP). The QASP will be used to evaluate the quality of the Contractor’s performance via several means: Periodic Inspections performed by the COR, comments received through the Customer Comment Program, entries made in the Defect/Complaint Log, Evaluation Meetings, and the Customer Survey Program.

H. QUALITY ASSURANCE THROUGH PERIODIC INSPECTION

1. A COR will be appointed by the Government in writing within ten (10) days prior to the contract award. The COR will monitor performance to ensure that satisfactory services are received in accordance with this PWS. The COR will evaluate the Contractor’s performance through periodic on-site inspections, which could increase due to negative customer survey responses and receipt of complaints from building personnel and guests. The Government may inspect each task as completed, or increase the number of quality assurance inspections if deemed appropriate because of repeated defects discovered during quality control inspections or because of repeated customer complaints. The Government may increase or decrease the number of quality assurance inspections dependent upon Contractor performance.

2. The COR will notify the Contractor’s Contract Manager and the Government’s

Contracting Officer of all defects within one (1) business day of the observation.

Re-performance is the preferred course of action. However, unacceptable service that has been re-performed is still recorded as an unacceptable service/defect. The Contractor shall establish procedures for receiving and processing notices of defects to include, at a minimum, the availability of a telephone or email response time within 24 hours of initial email or phone contact. When deficiencies are noted during inspections, the Contractor shall sign the QASP agreeing to the defect.

3. The Contractor shall forward a monthly report of all unacceptable performances for the month to the COR no later than the 2nd working day of the following month (see Section 12, Monetary Adjustment for Contract Performance).

4. If, for any reason, the Contractor is unable to gain access to the building or a portion thereof, the building and/or room number shall be reported to the COR no later than the end of the same Contractor workday. However, the Contractor will still be responsible for cleaning the area(s) as soon as it can be worked out with the Customer to gain access.

5. The Department of Homeland Security (DHS) has created a QASP (Attachment A) with the intention of being fair and equitable in evaluating contractor performance. This PWS clearly states the requirements of performance and the outcomes to comply with this contract.

6. The QASP allows the contractor to re-perform each area requirement one (1) time during a month. If the contractor continues to have defects in that performance area after the initial re-performance, then that area is considered failed and deductions will take place. Deductions are only taken for failed areas.

The deduction in any performance area shall not exceed the total monthly dollars for the service.

7. To figure out the deduction amount for each area of service (e.g. sweeping), the contractor must multiply the square footage of the space that is failed by the Cost for Service. The Cost for Service is determined by the Contractor and is submitted in its bid for this contract. The Cost for Service must be approved by the CO.

8. To derive the Cost for Service, which is the price per square foot per month, the Contractor would first take the annual dollars for a specific type of contract service and divide it by the square footage for that specific service area. Then, that amount would be divided by twelve. For example, the Contractor is calculating its Cost for Service for vacuuming. The Contractor decides that the annual cost to vacuum 10,000 square feet of carpet would equal $10,000, so the price per square foot per year would be $1.00. Then, the $1.00 per square foot divided by 12 months equals $.08. So, the Cost for Service for the specific task of vacuuming would be $.08 and that is the amount that the Contractor would submit in its proposal and is the amount that would be charged if a defect were to occur.

9. The QASP allows the Government to accurately identify problems with Contractor performance and apply fair deductions for poor performance. The Government is fair and equitable by allowing one (1) re-performance per month per service at no cost to the Contractor. And, the Government is fair and equitable when making deductions by not allowing the deduction amount to be higher than the Contractor’s monthly price for the performance requirement.

10. The Government’s goal is for the Contractor’s performance to be 100% compliant with this contract. If this goal is not achieved, the QASP provides a mechanism to accurately evaluate these defects while ensuring continued compliance with all tasks required in this contract. If the Contractor continues to not perform, the COR and CO will evaluate whether stronger measures are necessary to motivate the Contractor to meet the contract terms and conditions.

I. QUALITY ASSURANCE THROUGH CUSTOMER COMMENT PROGRAM

1. Description. The Customer Comment Program is a program created by the Contractor that allows the customer a method to register satisfaction or dissatisfaction with Contractor work. The Customer Comment Program for a custodial contract places emphasis and responsibility on the Contractor’s quality control program by initially assuming that any and all customer complaints are valid and must be acted upon. The Contractor, not the Government, is responsible for management and quality control actions to meet the terms and performance thresholds of the contract. The role of the Government is quality assurance and ensuring that the performance standards are achieved.

2. Building tenants receiving custodial service must be aware of the Customer

Comment Program. The key to the success of the Customer Comment Program lies in the organization and publicity of the program. It must be an organized and systematic program that shows the customers that their comments are heard and that complaints are acted upon.

3. Establishing a Customer Comment Program. The Contractor shall establish the

Customer Comment program and outline it and the procedures for receiving and processing customer comments in its QCP. At a minimum, the Contractor will be available by telephone or email and provide at least an initial response within 24 hours of email or phone contact. A non-personal answering service is acceptable as long as the customer complaint is responded to within 24 hours the customer’s message time. Contractor employees accepting comments shall meet the qualifications as specified in Section 4, Contractor and Contractor Personnel.

4. The Contractor must clearly specify on its description of the Customer Comment Program that customers are required to email the COR within one business day of notifying the Contractor of a defect.

5. The COR may request re-performance of valid complaints, which will be completed at Contractor expense.

6. In case of a dispute between the Contractor and the COR, the COR shall contact the CO and the CO will decide the dispute.

J. QUALITY ASSURANCE THROUGH DEFECT/COMPLAINT LOG

The Contractor must maintain a defect/complaint log for those defects that were identified by periodic inspections or customer complaints. The Contractor shall provide a template of this log as a part of its QCP and submit it to the Government at the time that the QCP is submitted as a part of the technical proposal.

An up-to-date log shall be made available to the COR or CO within 24 hours after request. A monthly summary of all received complaints shall be forwarded to the COR no later than the second working day of the following month (see Monetary Adjustments for Contract Performance). Information to be recorded shall include, at a minimum:

1. Location of problem

2. Customer name

3. Customer phone number or email address

4. Nature of the complaint (Description of the problem)

5. Date/Time request was made

6. Person entering the information in the log

7. Corrective action taken on complaint

8. Response time

9. Actions taken to prevent re-occurrence

K. QUALITY ASSURANCE THOUGH PERFORMANCE EVALUATION MEETINGS

The CO may require the Contract Manager to meet in person or have a teleconference with himself/herself and the COR. The Contractor may also request a meeting or teleconference with the CO and the COR when the Contractor believes that such a meeting is necessary.

L. QUALITY ASSURANCE THROUGH CUSTOMER SURVEY PROGRAM

Beginning six (6) months after the contract start date, the Contractor shall issue a Customer Survey to all of the occupants (100%) at each facility on an annual basis, The Contractor is encouraged to develop the Customer Survey and present it in any format it chooses; however, it must be approved by the CO. The Customer Survey shall be completed within thirty (30) days of issuance and shall address the level of customer satisfaction. The Contractor shall submit the survey results and the

Contractor’s analysis to the COR and CO no later than fifteen (15) calendar days after completion of the survey. Any required improvements, as a result of the Customer Survey, shall be addressed and submitted in writing with the survey analysis. Results of the survey will be used by the Government to highlight problem areas and determine customer satisfaction.

12. MONETARY ADJUSTMENT FOR CONTRACT PERFORMANCE

A. DEDUCTIONS FOR PARTIAL MONTH PERFORMANCE

Circumstances may arise whereby the Contractor performs work for only part of a month; therefore, the Contractor’s monthly invoice shall account for any partial month performance. If contract performance for a particular location begins after the beginning of the month, the price may be prorated for the first month of performance. The method for computing this pro-rated amount is the following:

Monthly price divided by the number of workdays in that month for the facility equals the daily price for that month; which is further multiplied by the number of workdays that the Contractor will actually perform in that month to equal the monthly payment.

An example of this calculation is provided in Exhibit 1.

Exhibit 1 Method Used to Pro-Rate Services for a Partial Month Monthly Price for the Facility $ 30,836.00 Divided By Number of Workdays in Month for the

Facility

$ 1,541.80 Number of Workdays that Contractor will

Multiplied By Actually Perform in That Month 7

Total Amount of Payment for Month $ 10,792.60

B. DEDUCTIONS FOR REDUCTION OF WORKLOAD

Circumstances could arise whereby the Government’s need for service is temporarily reduced; therefore, the Contractor’s monthly invoice shall account for…