36C24818Q0782-005.docx

36C24818Q0782 Grease Traps Cleanup and Maintenance VA Caribbean Healthcare System, San Juan, PR

B.6 PERFORMANCE WORK STATEMENT

GREASE TRAPS CLEANING AND MAINTENANCE CONTRACT

1. GENERAL SCOPE OF WORK:

The Contractor shall provide the necessary labor, equipment, supplies, transportation and supervision to perform and complete grease trap maintenance and disposal waste generated in the main grease trap and interceptors, located at the VA Caribbean Healthcare System (VACHS), 10 Casia Street, San Juan, Puerto Rico in accordance with contract terms and conditions. The grease trap holds approximately 48,000 gallons. The gallons may vary; it is the contractor’s responsibility to report any meaningful change on this for a contract modification; if required.

2. PERIOD OF PERFORMANCE:

The Period of performance shall be for one (1) Base Year of twelve (12) months and four (4) twelve (12) months-option periods. The expected period of performance reads as follows:

Base Year: July 1, 2018 to June 30, 2019 Option Period 1: July 1, 2019 to June 30, 2020 Option Period 2: July 1, 2020 to June 30, 2021 Option Period 3: July 1, 2021 to June 30, 2022 Option Period 4: July 1, 2022 to June 30, 2023 Option to Extend Services-FAR 52.217-8: July 1, 2023 to December 31, 2023 In addition, the Contractor shall be aware of the inclusion of FAR 52.217-8– Option to Extend Services, on this recurring and continuing service requirement. As the inclusion of this option, the Government, except when it is determined in accordance with FAR 17.206(b) not to be in the Government’s best interests, the Government will evaluate offers for award purposes by adding the total price for all options to the total price for the basis requirement. This includes options under FAR clause 52.217-8, Option to Extend Services, which applies to this solicitation. Evaluation of option s under FAR 52.217-8 will be accomplished by using the prices offered for the last option period to determine the price for a six (6)-month option period, which will be added to the base and other option years to arrive at the total price. Evaluation of options will not obligate the Government to exercise the option(s).

3. ORDINANCES AND REGULATIONS:

Contractor shall comply and conform to Federal, Commonwealth of Puerto Rico, and local ordinances and regulations. Written evidence of Company Licenses and permits must be submitted along with your offer.

Contractor shall provide written evidence (certification) that the vehicles used during contract performance have the necessary equipment to perform the task described in the Performance Work Statement. All operations, including but not limited to: transportation, maintenance, grease trap cleaning, collection and disposal procedures shall be following applicable laws, rules and regulations as follows, but not limited to:

· Environmental Protection Agency (EPA)

· PR Environmental Quality Board (PREQB)

· PR Department of Transportation (PRDOT)

· PR Aqueduct and Sewer Authority (PRASA)

· Occupational Safety & Health Agency (OSHA)

· Uniform Plumbing Code (UPC)

· National Standard Plumbing Code (NSPC)

4. RESPONSE TIME:

All service calls are unlimited for all priority maintenance and emergency services. Contractor shall provide a twenty-four (24) hour ON CALL emergency response service seven (7) days a week. For emergency repair service, Contractor shall respond within two (2) hours after notification and be on site at San Juan VACHS within the next two (2) hours.

5. SERVICE REQUIRED/PERFORMANCE WORK STATEMENT TO BE PERFORMED:

Preventive Maintenance (PM): PM Service will be accomplished to include providing regular and systematic inspections to maintain grease traps in proper operating condition. Service shall be performed in accordance with the requirements specified herein and commonly accepted in the commercial practice. Service shall include:

· Technical visits every two weeks.

· Drain Treatment (Microorganism product) installed at VCS Cafeteria and Nutrition and Food Services.

· Electronic Dispensing Pump (2) for drain treatment.

Grease collection will be performed on a monthly basis, or as necessary. The estimated monthly amount to be picked up and disposed is approximately: 4,000 gallons.

Total pump out will be performed three times a year of Grease Trap and associated drains and piping to remove all oils, grease and solids. This service shall include:

· Power-washing of Grease Trap and associated piping and drains

· Scraping of tank inside walls

· Inspection of walls

· Inspection of Grease Trap and associated piping and drains

· Correction of any piping and tank malfunction, failure or integrity, as required

· Cleaning of metal covers (both sides) Contractor shall inspect the grease trap for proper operation, all grease and residues must be pumped or vacuumed from the trap; all waste build up must be removed from trap or pit walls and all associated equipment within the pit. The remaining residue must be recovered if feasible, if not then the residue must be flush down with water and pump out as required by the unique configuration of the grease trap. Obstructions in inlet/outlet pipes must be cleared to ensure unrestricted flow.

If during the grease trap inspection, an unusual condition exists such as a presence of solids or presence of different liquid (e.g. sanitary sewer waste), strong odor (alcohol-like), the contractor shall perform appropriate chemical analyses of the contents (floating materials, liquid and sludge) to determine if the materials are hazardous waste. If such analyses indicate a presence of hazardous materials in the trap, the servicing of the unit shall be terminated and the contractor shall contact the COR or CO who will contact the VACHS Environmental Regulatory Section office. The Environmental Regulatory Section (ERS) shall be responsible for disposal of hazardous contents. If non-hazardous, the contractor shall proceed with the cleaning.

GREASE DISPOSAL: All cooking waste must be properly managed and /or disposed as per Puerto Environmental Quality Board (PREQB) non-hazardous waste regulations. All waste material cleaned from grease traps shall be transported to an authorized PREQB grease-cooking oil recovery/recycling facility. All manifests and service orders must be signed by VACHS authorized personnel. All materials removed from the grease traps shall be disposed out of VACHS in accordance with all applicable Federal, Commonwealth of Puerto Rico, and local safety health and environmental regulations. After each site visit the contractor shall provide written documentation that all wastes were disposed of in the method described herein. Copies of all manifests shall be provided to the VACHS’ Environmental Regulatory Section. A Reactivity Corrosive Ignitability (RCI) waste analysis is required.

The contractor shall respond accordingly for emergency and urgent calls. A log shall be maintained of all service calls received; a description of the problem or requested work, date and time received location name and number. The contractor shall plan and schedule work to assure material, labor, and equipment are available to complete work requirements regarding established time limits and quality standards. Verbal scheduling and status reports shall be provided when requested by the COR.

Emergency service calls will be classified as emergency at the discretion of the CO, prior technical consultation with COR or designee. Generally, emergency calls consist of correcting failures that constitute an immediate danger to personnel; threaten to damage property, or threaten to disrupt activity operations. Urgent service calls will be classified as urgent at the discretion of the CO. prior technical consultation with COR or designee. Generally, urgent calls consist of providing services or correcting failures which do not immediately threaten personnel, property, or activity missions, but will soon inconvenience and/or affect the health or wellbeing of personnel, and lead to property damage. Routine service calls will be classified as routine when the work does not qualify as an emergency or urgent call.

No chemical or biological additives will be applied into the grease traps without prior approval from VACHS and will be included in the contract cost.

Material Safety Data Sheet (MSDS): Contractor shall submit to the COR, a copy of all Material Safety Data Sheets (MSDS) for any chemical products proposed to be used during contract performance. All materials must be approved by VACHS prior to being purchased and/or used. Material Safety Data Sheet (MSDS): Contractor shall submit to the COR, a copy of all Material Safety Data Sheets (MSDS) for any chemical products proposed to be used during contract performance. All materials must be approved by VACHS prior to being purchased and/or used. A copy of the MSDS shall also be kept on the job site. Hazardous materials are defined as (but not limited to) paints, lacquers, varnishes, sealers, thinners, adhesives, epoxies, acids, compressed gases, solvents, all chemicals containing flammable, toxic, caustic or corrosive mixtures.

The Contractor must implement a comprehensive Affirmative Procurement Program for the purchasing of bio based, products and products made with recovered materials to the maximum extent possible. The Contractor shall detail how it intends to keep abreast of the development and increasing availability of bio based products and how any new or improved products will be incorporated on an ongoing basis into contract performance. The Contract will also indicate how, at a minimum, it will conform to the Comprehensive Procurement Guidelines (CPG) published by EPA with respect to recovered material products. The Contractor must update its Program to accommodate all revisions.

The contractor shall provide data on the quantity and dollar values of bio based products and recycled content products used in this contract. The data will be submitted to the COR monthly.

The contractor shall ensure that its employees have received proper personnel protective equipment and required training.

A copy of each service report shall be furnished to the COR and/or assigned designee after each service call. The service report must have a VA employee name and signature of certifying personnel.

For unscheduled or emergency services provided the Contractors’ service personnel shall report directly to the Operations Control Center (OCC) for notification to VA Police Officer or designee. OCC telephone number is (787) 641-7582 ext. 10264 The Contractor shall provide in writing to the Contracting Officer at least five (5) working days prior to the contract starting date, a list to include the names and social security numbers of all employees conducting the contract work along with any other required information required for the issuance of Identification Badges. The COR or designee will do the necessary arrangements to help the contractor and its employees in obtaining the Government Identification (PIV).

If the expired contract is awarded to other than incumbent, it must comply with the Non-Displacement of Qualified Workers clause, as required by the Department of Labor (DOL).

6. COMPETENCY REQUIREMENTS:

Competency Requirement: The contractor shall provide written qualifications that employees are competent to perform the task as described in the statement of work assigned on this contract.

Contractor shall provide to the CO and/or COR and/or designee any necessary documentation pertaining to contract employees as requested.

7. CONDUCT OF CONTRACTOR’S EMPLOYEES:

The Contractor shall require his employees to comply with the instructions, pertaining to conduct and building regulations, issues by duly appointed officials, such as the Contracting Officer's Technical Representatives (COR), guards, inspectors, etc.

The Contractor shall provide protective equipment and attire to personnel and require employees to use it while the performance of their duties as necessary. In special cleaning and/or isolation situations contractor personnel may be required to wear special personnel protective clothing and shoe covers supplied by the medical facility. All other safety or protective clothing or equipment shall be provided and maintained by the contractor at the contractor’s own expense.

Appearance: The Government requires a favorable image, and considers it to be a major asset of a customer service team and the employee's attitude, courtesy, and job knowledge are influential in creating a favorable image.

Neglect of duties shall not be condoned; including sleeping 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 work site security.

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.

Intoxicants: The Contractor shall not allow any employee (while on duty) to possess, sell, consume, or be under the influence of intoxicants, drugs, or substances that produce similar effects.

Criminal actions: Contractor’s employees may be subject to criminal actions as allowed by law in certain circumstances and these include, but are not limited to, the following:

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.

The Government reserves the right to direct the Contractor to remove any employee from the work site for failure to comply with the standards of conduct.

The Contractor shall initiate immediate action to replace such an employee to maintain continuity of services at no additional cost to the Government.

8. SAFETY REQUIREMENTS:

In performance of this contract, the Contractor shall take such safety precautions as the Contracting Officer or his/her designee may determine to be reasonably necessary to protect both the lives and health of the occupants of the building and property. The Contracting Officer of his/her designee will notify the Contractor of any non-compliance with the foregoing provisions and the action to be taken. The Contractor shall, after receipt of such notice, immediately correct the condition to which attention has been directed. Such notice, when served on the Contractor or his representative at the site of work, shall be deemed sufficient for the purpose above mentioned. If the Contractor fails or refuses to comply by the time stated in the notice, the Contracting Officer may issue a order stopping all or any part of the work and hold the Contractor in default as provided by FAR 52.212-4 (m) Termination for cause.

The Contractor shall provide protective equipment and attire to personnel and require employees to use it during the performance of their duties as necessary. The contractor shall conform to all regulations, federal and local OSHA Standards.

WEAPONS AT THE FACILITY: No weapons either on one’s person or placed inside a privately-owned vehicle is allowed. If a weapon of any type is found, it will be confiscated and held as evidence. Having unauthorized weapons on a Federal property is a felony, and violators will be prosecuted.

9. SECURITY REQUIREMENTS:

Contractor personnel performing work under this contract shall provide in writing to the Contracting Officer at least ten (10) working days prior to the contract starting date, a list to include the names and social security numbers of all employees conducting the contract work and must maintain the level of security required for the life of the contract.

The service provider shall not employ persons for work on this contract if such employee is identified to the service provider by the Contract Officer (CO) as a potential threat to the health, safety, security, general well-being or operations of the VA facilities and its population. The service provider shall furnish an identifying badge, which shall include as a minimum, the person's name, the name of the service provider, and the function. Each employee shall wear the badge visible always.

The contractor is responsible for providing required information on personnel conducting site visits to obtain contractor passes. This information will be coordinated with the VACHS Facility Management Services (FMS) Environmental Regulatory Section. Photography of any kind must be coordinated through the VACHS FMS Environmental Regulatory Section.

Under no circumstances will a Contractor or any contractor employees or subcontractors use or transfer their ID card/badge or vehicle decals (if applicable) to allow anyone else access to any are on VACHS. Failure to comply with the requirements of this section is a security violation, which could result in subsequent administrative action, including requiring the contractor to permanently remove from the project the employee committing the violation, and/or termination of the contract for default.

10. PHYSICAL SECURITY:

The contractor shall be responsible for safeguarding all government equipment, information and property provided for contractor use. At the close of each work period, government facilities, equipment, and materials shall be secured. The contractor shall obtain all necessary licenses and/or permits required to perform this work. He/she shall take all reasonable precautions necessary to protect persons and property from injury or damage during the performance of this contract. He/she shall be responsible for any injury to himself/herself, his/her employees, as well as for any damage to personal or public property that occurs during the performance of this contract that is caused by his/her employees fault or negligence, and shall maintain personal liability and property damage insurance having coverage for a limit as required by the laws of the State of Commonwealth of Puerto Rico.

Contractor shall report directly to Operations Control Center (OCC) and to the COR prior to initiate any schedule tasks. Operations Control Center telephone number is (787) 641-7582 ext. 10264.

11. HOLIDAY:

Legal holidays recognized by the Federal Government in accordance with 5 U.S.C. 6103, Executive Order 11582 and Public Law 94-97 or any other by the President of the United States to be a national holiday, the following national holidays are observed and for the purpose of this contract is defined as "Legal Federal, official holidays" as follows:

The holidays observed by VA are:

Or any other day specifically declared by the President of the United States to be a national holiday.

12. UNIFORMS:

The Contractor shall require all his employees, including supervisors, to wear distinctive uniform clothing for ready identification. The uniform shall have the Contractor’s name, easily identifiable, affixed in a permanent or combination as appropriate may be used for the uniform. Appropriate protective equipment shall be required and worn during the performance of their duties.

13. SUPERVISION:

The Contractor shall arrange for satisfactory supervision of the contract work. The Contractor or his designee shall be available always, when the contract work is in progress, to receive notices, reports or request from the Contracting Officer or his representative.

14. ADDITIONAL SERVICES:

If there are any services not listed herein that the Contractor believes are necessary to repair the equipment described herein, the Contractor shall submit a price quotation with attention to the CO or COR for approval of the CO before any work is performed. A separate purchase order would be issued if the service and offered price is acceptable to the CO.

15. CONTINUITY OF SERVICES:

The Contractor will arrange and coordinate with his/her predecessor (current vendor/contractor) and the VA, the exchange of information, records, etc. ensuring that there is no disruption of service. The transition will be conducted within sixty (60) calendar days after the award and without additional cost to the Government.

16. MEETINGS:

During the term of the contract, it may be necessary to schedule a meeting between the Contractor and the VA to address areas of concern and provide additional exchange information. Such meetings shall require attendance by the Contractor at no additional charge to the VA. A meeting would only be required if issues could not be resolved via telephone (conference calls) or in writing. Location of meeting will be at the medical center and/or Contracting Office. Attendees should include, but may not be limited to, the Contracting Officer, Contracting Officer's Technical Representative, and the Contractor.

17. VA INFORMATION AND INFORMATION SYSTEM SECURITY/PRIVACY LANGUAGE

VA INFORMATION CUSTODIAL LANGUAGE:

a. Contractors, contractor personnel, subcontractors, and subcontractor personnel shall be subject to the same Federal laws, regulations, standards, and VA Directives and Handbooks as VA and VA personnel regarding information and information system security.

b. If VA determines that the contractor has violated any of the information confidentiality, privacy, and security provisions of the contract, it shall be sufficient grounds for VA to withhold payment to the contractor or third party or terminate the contract for default or terminate for cause under Federal Acquisition Regulation (FAR) part 12.

c. A contractor/subcontractor shall request logical (technical) or physical access to VA information and VA information systems for their employees, subcontractors, and affiliates only to the extent necessary to perform the services specified in the contract, agreement, or task order.

d. All contractors, subcontractors, and third-party servicers and associates working with VA information are subject to the same investigative requirements as those of VA appointees or employees who have access to the same types of information. The level and process of background security investigations for contractors must be in accordance with VA Directive and Handbook 0710, Personnel Suitability and Security Program. The Office for Operations, Security, and Preparedness is responsible for these policies and procedures.

SECURITY INCIDENT INVESTIGATION:

a. The term “security incident” means an event that has, or could have, resulted in unauthorized access to, loss or damage to VA assets, or sensitive information, or an action that breaches VA security procedures. The contractor/subcontractor shall immediately notify the COR and simultaneously, the designated ISO and Privacy Officer for the contract of any known or suspected security/privacy incidents, or any unauthorized disclosure of sensitive information, including that contained in system(s) to which the contractor/subcontractor has access.

b. To the extent known by the contractor/subcontractor, the contractor/subcontractor’s notice to VA shall identify the information involved, the circumstances surrounding the incident (including to whom, how, when, and where the VA information or assets were placed at risk or compromised), and any other information that the contractor/subcontractor considers relevant.

c. With respect to unsecured protected health information, the business associate is deemed to have discovered a data breach when the business associate knew or should have known of a breach of such information. Upon discovery, the business associate must notify the covered entity of the breach. Notifications need to be made in accordance with the executed business associate agreement.

d. In instances of theft or break-in or other criminal activity, the contractor/subcontractor must concurrently report the incident to the appropriate law enforcement entity (or entities) of jurisdiction, including the VA OIG and Security and Law Enforcement. The contractor, its employees, and its subcontractors and their employees shall cooperate with VA and any law enforcement authority responsible for the investigation and prosecution of any possible criminal law violation(s) associated with any incident. The contractor/subcontractor shall cooperate with VA in any civil litigation to recover VA information, obtain monetary or other compensation from a third party for damages arising from any incident, or obtain injunctive relief against any third party arising from, or related to, the incident.

LIQUIDATED DAMAGES FOR DATA BREACH:

a. Consistent with the requirements of 38 U.S.C. §5725, a contract may require access to sensitive personal information. If so, the contractor is liable to VA for liquidated damages in the event of a data breach or privacy incident involving any SPI the contractor/subcontractor processes or maintains under this contract.

b. The contractor/subcontractor shall provide notice to VA of a “security incident” as set forth in the Security Incident Investigation section above. Upon such notification, VA must secure from a non-Department entity or the VA Office of Inspector General an independent risk analysis of the data breach to determine the level of risk associated with the data breach for the potential misuse of any sensitive personal information involved in the data breach. The term 'data breach' means the loss, theft, or other unauthorized access, or any access other than that incidental to the scope of employment, to data containing sensitive personal information, in electronic or printed form, that results in the potential compromise of the confidentiality or integrity of the data. Contractor shall fully cooperate with the entity performing the risk analysis. Failure to cooperate may be deemed a material breach and grounds for contract termination.

SECURITY CONTROLS COMPLIANCE TESTING:

On a periodic basis, VA, including the Office of Inspector General, reserves the right to evaluate any or all the security controls and privacy practices implemented by the contractor under the clauses contained within the contract. With ten (10) working-days’ notice, at the request of the government, the contractor must fully cooperate and assist in a government-sponsored security controls assessment at each location wherein VA information is processed or stored, or information systems are developed, operated, maintained, or used on behalf of VA, including those initiated by the Office of Inspector General. The government may conduct a security control assessment on shorter notice (to include unannounced assessments) as determined by VA in the event of a security incident or at any other time.

18. TRAINING:

a. All contractor employees and subcontractor employees requiring access to VA information and VA information systems shall complete VA Privacy and Information Security Awareness and Rules of Behavior Training before being granted access to VA information and its systems.

(1) Sign and acknowledge (either manually or electronically) understanding of and responsibilities for compliance with the Rules of Behavior before being granted access to VA information and its systems.

b. The contractor shall provide to the contracting officer and/or the COR a copy of the training certificates and certification of signing the Rules of Behavior for each applicable employee within 1 week of the initiation of the contract and annually thereafter, as required.

c. Failure to complete the mandatory annual training and sign the Rules of Behavior annually, within the timeframe required, is grounds for suspension or termination of all physical or electronic access privileges and removal from work on the contract until the training and documents are complete.

The Certification and Accreditation (C&A) requirements do not apply and a Security Accreditation Package is not required for this Performance Work Statement.

19. BACKGROUND INVESTIGATIONS AND SPECIAL AGREEMENT CHECKS

All contractor employees are subject to the same level of investigation as VA employees who have access to VA Sensitive Information. This requirement is applicable to all subcontractor personnel requiring the same access. The contractor shall bear the expense of obtaining background investigations. If the investigation is conducted by the Office of Personnel Management (OPM) through the VA, the contractor shall reimburse the VA within thirty (30) days. The COR is responsible for coordinating finger printing requirements with the designated VHA Office. The COR shall inform the contractor of the scheduled Special Agreement Check (SAC) appointment, the location, and who their point of contact shall be.

20. RISK LEVEL DESIGNATION

A position description establishing the duties and name of position is required, as per new requirements, to obtain the risk level designation (This can be requested at the proposal time). All VHA office shall use Position Designation System and Automated Tool (PDAT) for designating position risk and sensitivity levels and the corresponding level of background investigation (or background screening) for all contractor positions.

21. QUALITY ASSURANCE SURVEILLANCE PLAN

A Quality Assurance Surveillance Plan is designed to provide an effective surveillance method of monitoring and evaluating the Contractor performance. Upon contract award and prior to the issuance of the Notice to Proceed; the COR, with the assistance of the CO will establish a complete Quality Assurance Surveillance Plan (QASP) to ensure that the requirements of this contract are being met by the Contractor.

The objective of the QASP is to reduce the risk to both the Government and the Contractor when problems arise, and provide a disciplined process for evaluating the Contractor’s performance to determine conformity with the requirements of the contract. The system also helps to ensure that contract awards and deductions are executed in accordance with the contract requirements.

Performance based contracting methods are intended to ensure that the required performance quality levels are achieved and that the total payment is related to the degree that services performed or outcomes achieved meet contract standards. The COR periodically validates the execution of the Contractors' quality control programs by reviewing such areas as the Contractors' inspection forms, service call logs, and the timeliness of corrective actions.

Roles and Responsibilities of the VA Caribbean Healthcare System (VACHS): The Contracting Officer’s Representative (COR) or their designated alternate COR, will serve as the Contracting Officer’s (CO) on site representative to ensure that the Contractor is meeting the quality expectations of the contract. For locations where the COR is not located at the building, the on-site VA representative should keep the COR informed on the level of service.

The CO will have the overall responsibility of overseeing the Contractor’s performance in the areas of contract compliance, contract administration, reviewing the COR assessment of the Contractor’s performance; and resolving all issues between the Contractor and the COR. The CO will be the final authority for approval, disputes, negotiations, modifications, compliance, and enforcement of the contract.

When administrative responsibility is not clearly spelled out in the contract, program/functional area personnel should coordinate with the CO to assure that roles are clearly defined and understood, that contract obligations will be satisfactorily performed.

The quality assurance process:

Shall not interfere with the Contractor’s process.

Evaluates the results against the standard, not the process.

Focuses on quality, quantity, and timeliness.

Fosters effective communications and management controls Methods of Surveillance: The method of surveillance is based on the performance criteria of the contract terms and specifications. Each requirement will describe the tasks to be performed and the standard for successful performance. The Government intends to monitor and evaluate the Contractor’s performance based on any or all the following surveillance methods:

Periodic Surveillance Inspections: This method consists of selected surveillance tasks by the Government that do not require 100% inspection, or are performed on a random basis to determine if the level of performance is acceptable. The COR will evaluate the Contractor reports, surveys, etc. on a weekly, biweekly, monthly or quarterly basis.

Service Call Documentation and Work Orders requests: This method of surveillance will provide information to the COR such as, identification of the types of service calls received, the frequencies, the corrective action taken, the timeliness of completion and any other pertinent data.

Environment of Care Rounds: This method consists of weekly rounds performed at scheduled contracted areas by a multidisciplinary group.

Validated Customer Complaints: Alternative surveillance method used to assist in evaluating the level of performance.

Customer Interviews: All customer concerns received through the COR will be documented and evaluated on a planned schedule developed by the COR. This method may help the COR focus on areas that may require further action form the CO.

Performance Requirements Summary:

Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards. The Performance Requirements are listed below (table on next page). The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).

Incentives/Disincentives:

The Government shall use favorable contractor performance evaluations as incentives. The Government shall use unfavorable contractor performance as disincentives. Disincentives shall include documentation of any performance issues. If repetitive or consistent, the Government shall take further corrective action or begin termination procedures. Incentives/Disincentives shall be based on exceeding, meeting, or not meeting performance standards.

Documenting Performance:

a. Acceptable performance The Government shall document positive performance. Any report may become a part of the supporting documentation for any contractual action.

b. Unacceptable performance When unacceptable performance occurs, the COR shall inform the Contracting Officer (CO), or the Administrative Contract Specialist (CS). This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR and the CO/CS shall document the discussion and place it in their respective file.

When the COR determines, formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR), and present it to the CS or the CO. The CS or the CO will, in turn, review and submit to the contractor for corrective action.

The Contractor shall acknowledge receipt of the CDR in writing. The CDR will specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the contractor must present this corrective action plan to the COR. The Government shall review the contractor’s corrective action plan to determine acceptability. Any CDRs may become part of the supporting documentation for any contractual action deemed necessary by the CO.

Disincentive: An e-mail or written notification will be issued on the first instance of failure to provide the acceptable level of service.

Five or more issued notifications may result in reduction of the monthly invoice of 5%.

Disincentive: An e-mail or written notification will be issued on the first instance of failure to provide the acceptable level of service.

Five or more issued notifications may result in reduction of the monthly invoice of 5%.

Disincentive: A Contract Discrepancy Report (CDR) will be issued on the first instance of failure to provide the acceptable level of compliance.

Five or more issued CDRs may result in reduction of the monthly invoice of 5%.

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