36C78618Q9698-001.docx

ATTACHMENT A – PERFORMANCE WORK STATEMENT

B.1 PERFORMANCE WORK STATEMENT

1. INTRODUCTION

a. This is a performance-based contract for Cemetery Initial Setting and Replacement of Upright Headstones services at Fort Sam Houston National Cemetery and hereafter referred to as “Fort Sam Houston” or “Cemetery.” The overall responsibility of the Contractor is to plan, coordinate, organize, manage, and perform the activities described herein, which are required to maintain acceptable placement and appearance of headstones.

b. This Performance Work Statement describes the basic objectives of the Fort Sam Houston National Cemetery. The Performance Based Service Contract provides potential Offerors the flexibility to develop cost effective solutions and the opportunity to propose innovative alternatives to meet the stated objectives. It also presents the Government with an opportunity to assess the Offeror’s understanding of all aspects of the effort to be performed by eliminating the "how to" instructions to accomplish the required effort normally contained on the Statement of Work that the Government traditionally provides to prospective Offerors. Minimum Acceptable Levels (MAL) of performance to meet the minimum requirements are outlined in the “Performance Requirements Summary” contained in Exhibit 1.

2. THE NATIONAL CEMETERY ADMINISTRATION MISSION

The National Cemetery Administration honors veterans with a final resting place and lasting memorial that commemorate their service to our Nation. National Cemeteries are National Shrines. Therefore, the standards for management, maintenance, appearance and operational procedures performed by the Contractor have been established by the National Cemetery Administration to reflect this Nations’ concern and respect for those interred there. For this reason, the Contractor’s strict adherence to the Performance Work Statement, Performance Requirements Summary and Specifications shall be required and will be essential. Critically important is the awareness required of the Contractor employees of the remains buried in the grounds where the work is performed. The utmost care must be given to these remains and the headstones that mark those gravesites and memorialize the service of individuals.

3. BACKGROUND

a. In 1999 Congress passed legislation requiring VA to ensure that National Cemeteries serve as a dignified and respectful setting. Each Cemetery is to be an expression of appreciation and respect of a grateful Nation for the service and sacrifice of her veterans.

b. Further, each National Cemetery is to be maintained as a National Shrine. A National Shrine is defined as a place of honor and memory that declares to the visitor/family who views it as a majestic setting, offering a sense of serenity, historic sacrifice and nobility of purpose. The National Cemetery is a beautiful and awe-inspiring tribute to those who gave much to preserve our Nation’s freedom and way of life.

4. INTRODUCTION

This service contract for Fort Sam Houston National Cemetery is for cemetery Initial Setting and Replacement of Upright Headstones services at Fort Sam Houston National Cemetery located at 1520 Harry Wurzbach Road, San Antonio, TX 78209.

5. DESCRIPTION OF SERVCIES

The Contractor shall provide all personnel, supervision, professional expertise, vehicles, transportation, equipment, tools, materials, supplies, quality control and other items and services necessary to install, raise, align, realign, and replace upright headstones at Fort Sam Houston National Cemetery in a manner that will present a clean, neat, and professional appearance throughout the Cemetery and will meet or exceed the requirements in accordance with Contract Specifications, Drawings and the Performance Work Summary (PWS) found at Exhibit 1. Services include, but are not limited to, placement of initial and replacement of upright (UR) headstones, transportation of removed UR to an approved location on site, preservation of existing Cemetery features (lawns, paving, roads, stones, and markers), restoration of Cemetery features disturbed or removed as a result of performing new work such that at the end of the day the Cemetery condition is as good as before commencement of work. Scheduling of services shall be coordinated with the Contracting Officer’s Representative (COR) to avoid disruption of ongoing Cemetery operations. All work will be done during normal Federal workdays in daylight hours. The exception is Memorial Day, which may be a workday for Federal employees, but not for the Contractor. No work will be allowed during the special weekend activities.

6. PROGRAM OBJECTIVES

a. The Contractor shall be responsible for full management of the Cemetery’s Initial Setting and Replacement of Upright Headstones services described herein. The Government’s objectives are described in the National Cemetery Administration’s (NCA’s) “Operational Standards and Measures” http://vaww.nca.va.gov/business_imp/bus_stdmeasure.asp (or provided by the Contracting Officer upon request), the Performance Work Statement (PWS), and other requirements identified herein, as they are applicable to the services required in the Pricing Schedule. The Contractor’s “Technical Approach” from its proposal contains solutions to accomplish the Government’s Objectives. The Contractor may use whatever method it chooses to meet the objectives, as long as the end result satisfies the minimum acceptable levels of performance as defined in the Performance Work Requirements Summary.

b. The Contractor will coordinate all associated field layout dimensions with COR prior to start of work. The Contractor is responsible for furnishing all stakes, templates, platforms, equipment, tools, materials, and labor required to layout any part of the work.

c. The Contractor shall be responsible for:

i. Initial and Replacement Upright Headstones;

ii. Layout of the work and for all measurements in connection with the layout;

iii. Utilizing existing burial section grid monumentation for all headstone row layout work;

iv. Executing the work to the lines and grades needed to accomplish the work and to ensure that headstones are correctly and accurately located on their associated gravesites;

v. Debris and trash removal: Items such as waste products from Contractor services;

vi. Maintaining a safe and presentable working environment for Contractor, Cemetery staff, and the general public.

vii. Preventing any disruption to the Cemetery operations, including funerals, visitor privacy, internal traffic, and utilities;

viii. Preserving the environment and following applicable regulations;

ix. Preserving existing Cemetery features (lawns, paving, roads, stones, and markers);

x. Restoring Cemetery features disturbed or removed as a result of performing new work;

xi. Ensuring all work conforms to the NCA’s established National Standards; and

xii. The timely submission of required reports and documentation.

7. CONTRACT OBJECTIVES

a. To use an innovative and creative technical approach to manage the Cemetery initial and replacement upright headstone at the Fort Sam Houston National Cemetery in order to maintain the high standards of appearance as a National Shrine, in accordance with best commercial practices and the requirements identified in this solicitation.

b. To have the Contractor perform to its approved “Technical Approach” from its proposal focused on criteria to install headstones designed to result in a clean, neat and professional appearance overall while preserving existing Cemetery property. The Specification Section at Exhibit 11 is included as the minimum requirements the Contractor is expected to meet or exceed.

c. To determine a contract period of performance in accordance with standard commercial practices. The minimum life of the contract should be one base period with options to extend the term of the contract up to four (4) additional years, exercised at the VA’s discretion and dependent on the availability of funds. The maximum life of the contract, including any award terms, will not exceed five (5) years.

8. STANDARDS OF EMPLOYEE CONDUCT

Contractor personnel shall be required to adhere to the standards of dress and conduct, as briefly mentioned here, while performing work in the National Cemetery. These standards and regulations are enforceable under Title 38, U.S.C., Part I, Chapter 9, Section 901.

a. Clothing shall be presentable and suitable to the work while maintaining proper appearance and decorum indicative for a National Shrine. Uniform shirts and hats are preferred. Clothing shall be clean and cleanliness and personal hygiene are imperative. Any soiled clothing should be cemetery work-related that day. T-shirts and/or tank tops as outer garments are prohibited. Protective/safety clothing and shoes shall meet or exceed OSHA and state requirements.

b. Shall not engage in loud or boisterous behavior or use profane or abusive language. Shall show proper reverence during committal service.

c. Not eat or drink beverages except water or non-alcoholic drinks while in work area or in sight of committal shelter during a service. Use of intoxicating beverages and/or drugs is strictly prohibited.

d. Contractor personnel shall not lean, sit or stand on or against headstones, markers, or monuments. No tools, equipment or other items will be placed or leaned on headstones or monuments at any time. Contractor personnel shall not drive over headstones, markers, or monuments.

e. Use of tobacco products is prohibited except in designated smoking areas as approved by the COR.

f. The Contractor shall discuss the guidance in this paragraph and in Exhibit 14 with his/her employees and all subcontractors. Any doubts as to proper procedures shall be brought to the attention of the COR, Cemetery Director, and/or CO for guidance or resolution. Each contractor and subcontractor employee shall sign a Statement of Compliance (Exhibit 14); the Contractor shall deliver the signed statements to the COR before work may begin or before any new employee is allowed to work on Cemetery grounds.

9. PARKING AND VA REGULATIONS

Contractor employees may park privately owned vehicles in the area designated for parking by the COR. It is the responsibility of the Contractor to ensure its employees park in the appropriate designated parking areas. The Cemetery will not validate or make reimbursement for parking violations of the Contractor’s employees under any conditions. Smoking is prohibited inside any buildings at the Cemetery. Possession of weapons is prohibited. Enclosed containers, including tool kits, shall be subject to search. Violations of VA regulations may result in citation/summons answerable in the United States (Federal) District Court, or other appropriate jurisdictions/agency.

10. USE OF CEMETERY FACILITIES

a. The Government shall not be responsible for any loss, damage, or theft of Contractor items. Contractor shall be responsible for acceptable standards of housekeeping and custodial maintenance of Cemetery facilities used by Contractor's employees.

b. The Government will not furnish a storage building at the Cemetery site for use by the Contractor to store supplies and equipment. However, the Government will provide an area designated for the Contractor’s use. The Contractor can establish facilities to include but not limited to office site, covered storage, portable toilet facilities etc on or in the designated area after such facilities are approved by the COR and Contracting Officer (CO). The Government will provide water to the Contractor’s designated area; all other utilities to this area are the responsibility of the Contractor. The Government will not be responsible for any damage to and supplies stored on the Government’s premises. The contractor shall be responsible for maintaining fire extinguishers and other safety equipment.

c. The Contractor shall be responsible for safely storing any chemicals, pesticides, herbicides, cleaning solutions, etc. in accordance with manufacturers recommendations. An SDS (Safety Data Sheet) is required for all chemicals, pesticides, herbicides and cleaning solutions.

d. Electricity and phone service will NOT be furnished by the Government for the Contractor’s work area. (Utilities are addressed in General Conditions, Exhibit 10, paragraph 9)

11. CONTRACTOR'S RESPONSIBILITIES

The Contractor shall obtain all necessary licenses and/or permits required to perform this work. He/she shall take all 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, or others, as well as for any damage to personal or public property that occurs during the performance of this contract that is caused by him/her or his/her employees' fault or negligence. The Contractor shall maintain personal liability and property damage insurance prescribed by the laws of the State of Texas.

12. SUPERVISION AND TRAINING

a. The Contractor shall provide a supervisor who speaks and writes fluent English on site, and at all times when the Contractor personnel are on the premises. The Contractor Supervisor must have not less than five (5) years’ experience as a direct supervisor of grounds maintenance or construction operations in industrial, commercial or public sites. The Contractor Supervisor shall ensure all specifications are being met, ensure contract work does not conflict with ceremonies and funerals, and ensure employees are adequately supervised and proper conduct is maintained.

b. In the absence of the Supervisor, the Contractor shall appoint an English-speaking crew foreman or an employee who shall be responsible to ensure that the work is being accomplished in an expeditious manner, is performed in accordance with the contract specifications and that the work will progress without undue delay.

c. The Contractor shall be responsible for maintaining satisfactory standards of personnel conduct and work performance and shall administer disciplinary action as required. The Contractor is expected to remove any employees from the Cemetery for cause, to include, but not limited to, safety violations, other misconduct in performance of duty under these specifications and/or conduct contrary to the best interests of the Government. If the Contractor fails to act in this regard, or the reason for a removal is immediately required to protect the interests of the Government, the COR may direct the removal of an employee from the premises. Contractor objections to any such action will be referred to the Contacting Officer (CO) for final resolution; however, the Contractor will first immediately comply with COR direction pending any CO final resolution at a later time or date. The Contractor will not be due any type of compensation for their costs incurred as a result of an employee being removed for cause; unless the removal is directed by the COR, and is later found invalid and/or unreasonable by the Contracting Officer.

d. The Contractor shall also be responsible for training and safety precautions for Contractor employees performing work under these specifications. OSHA standards shall be observed by the Contractor in all work performed. Contractor shall ensure that appropriate safety equipment is used by Contractor personnel and shall be used as prescribed by OSHA standards, including hard hats, safety shoes, safety glasses, and hearing protection devices. The following OSHA and NFPA standards and codes are to be adhered to:

i. National Fire Protection Association (NFPA): 10-1998 Standard for Portable Fire Extinguishers

ii. Occupational Safety and Health Administration (OSHA) 29 CFR 1910 Safety and Health Regulations for Personal Protection, Safety Color Codes, Portable Power Tools, Electrical Safety and Portable Electric Equipment.

iii. Site and Building Access: Maintain free and unobstructed access to facility emergency services and for fire, police and other emergency response forces in accordance with NFPA 241.

iv. Site supervisor/foreman is required to hold a 10 hour OSHA certification.

13. INSPECTION AND CLEANING OF WORK AREAS

a. The Contractor will perform a weekly inspection. During this inspection the appearance of the work areas will be observed, and any deficiencies noted within the scope of the contract will be corrected as soon as practicable. Items that need correcting outside the scope of the contract will be reported to the COR or his/her representative.

b. The Contractor will be required to submit inspection reports and work accomplished to the COR weekly. The COR is located at Fort Sam Houston National Cemetery. The inspection forms will be provided to the Contractor. (See “Work Summary and Progress Report”, Exhibit 6)

14. WORK DURING CEMETERY FUNCTIONS

a. The burial activities at a National Cemetery will take precedence over contract activities. The Contractor shall cooperate and coordinate with the COR or authorized designee, in arranging schedule to cause the least possible interference with cemetery activities in actual burial areas. The COR or a representative shall furnish the Contractor with a schedule of all interments and/or ceremonies no later than the close of business of the day prior to the scheduled interment, and a minimum of three (3) days before any ceremonial events.

b. Work noise during the interment services shall not disturb the service. Trucks and workmen shall not pass through the service area during this period. Contractor personnel shall not operate motorized equipment or conduct other commercial activities during interment services. The COR will identify the designated area.

c. Execute work in such a manner as to interfere as little as possible with work being done by others. To minimize contract activity interference with flow of cemetery traffic, keep roads, walks and entrances to grounds, parking and occupied areas of buildings clear of materials, debris and standing equipment/vehicles at all times. At least one lane must be open to traffic at all times.

15. PERFORMANCE EVALUATION MEETING

a. The issuance of a Contract Discrepancy Report (CDR) found at Exhibit 8 may be cause for the scheduling of a meeting among the Contractor, Contracting Officer, and the COR. A mutual effort will be made to resolve all problems identified. The Government will prepare written minutes of the meeting. The Contractor, Contracting Officer, and the COR will sign minutes of the meeting(s).

b. Should the Contractor not concur with the minutes, they will so state their objections in writing to the Contracting Officer, within ten calendar days, and also explain the reasons for non-concurrence. The Contracting Officer will review and consider the reasons submitted for the Contractor's non-concurrence and make a decision to revise or uphold the comments as written. The Contracting Officer will notify the Contractor of the decision in writing within ten (10) calendar days of submission of any objections.

16. ACTIONS

a. Normally, the COR will verbally advise or give a written inspection report to the Contractor of discrepancies the first time they occur and ask the Contractor to correct the problem. A notation will be made on the COR checklist of the date and the time the deficiency was discovered and the date and time the Contractor was notified.

b. If the Government created any of the discrepancies, these will not be counted against the Contractor's performance. When the Government has caused the Contractor to perform in an unsatisfactory manner, the COR will forward a written notice to the responsible organizational element requesting corrective action be taken.

c. When the Contractor is not meeting the acceptable limits of satisfactory performance, a CDR will be issued to the Contractor. The seriousness of the failures should govern whether to issue CDR at the end of the period, or as soon as the limits of satisfactory performance are exceeded.

d. When a CDR is issued for a service, the Contracting Officer and/or the COR may exercise any contractual remedy available for non-performance, in accordance with FAR 52.212-4, “Inspection and Acceptance”.

e. If the Contractor does not achieve satisfactory performance by the end of the next period or agreed suspense date, further actions may be considered, to include a determination on whether continued performance by the contractor is feasible.

17. CONTRACTOR’S QUALITY CONTROL PLAN (QCP)

a. The Contractor shall establish and maintain a complete QCP to assure the requirements of this contract are provided as specified. This QCP will be forwarded to the Contracting Officer along with the requested initial proposal and may be revised as necessary during the life of the contract, with concurrence of the COR and Contracting Officer. The Contracting Officer will review the QCP and list any needed clarifications, and return to Contractor for response, if necessary. The QCP may be revised as necessary during the life of the contract, with concurrence of the COR and Contracting Officer. The Contractor’s QCP shall include the following or have incorporated into during performance of contract, at a minimum:

i. An inspection plan covering all services required by this contract. The inspection plan must specify the areas to be inspected on either a scheduled or unscheduled basis, how often inspections will be accomplished and documented, and the title of the individual(s) who will perform the inspections.

ii. On-site records of all inspections conducted by the Contractor noting necessary corrective action taken. The Government reserves the right to request copies of any and/or each inspection.

iii. Incorporation of either active or established internal policy and procedures for updating equipment and procedures that may affect performance of contract.

iv. The methods for identifying and preventing deficiencies in the quality of service performed, before the level of performance becomes unacceptable and organizational functions noting intermediate supervisory responsibilities and overall management responsibilities for ensuring total acceptable performance.

v. On-site records identifying the character, physical capabilities, certifications and ongoing training of each employee performing services under this contract.

vi. A log to account for all requests for immediate service. The log shall indicate the date and time of services, and description of results and completion of these services.

vii. On-site records of any complaints or problems, with procedures taken to allow for corrections and/or elimination before effects caused interruption of performance of contract.

18. HISTORIC PRESERVATION

When the Contractor or any of the Contractor’s employees, prior to, or during the service work, are advised of or discover any possible archeological, historical and/or cultural resources, the Contractor shall immediately notify the COR verbally, and then with a written follow up.

36C78618Q9698

19. BILLING/INVOICE FOR PAYMENT

Invoices shall be submitted monthly in arrears, electronically in accordance with VAAR clause 852.232-72 Electronic Submission of Payment Requests.

20. AUTHORITIES OF GOVERNMENT PERSONNEL

Notwithstanding the Contractors responsibility for total management during the performance of this contract, the administration of the contract will require maximum coordination between the Government and the Contractor. The Government will provide, at the time of contract award, a list of Government personnel authorized to act as CORs.

21. LICENSES/PERMITS/INSURANCE

Contractors shall provide proof of insurance, licenses and permits required to perform the services in this contract within 10 days from date of award of a contract.

22. EMERGENCY PROCEDURES

In the event work on the gravesites results in exposure and/or damage to any remains, container for remains (i.e., casket or urn), or outer burial container, the Contractor shall IMMEDIATELY notify the Fort Sam Houston National Cemetery Director, the COR and/or the CO; take immediate steps to cordon off, protect and cover any exposed remains, container for remains, or outer burial container; and STOP ANY FURTHER WORK on that gravesite. The Cemetery will take control of the remains and conduct the reburial. The Contractor may be responsible for costs associated with replacing burial containers (e.g. caskets, urns, vaults). Work on the affected gravesite will not continue until the remains are properly secured by Cemetery staff; either through repositioning remains, removal of remains for safekeeping or repositioning of casket/vault/crypt. The Contractor will not reinter exposed remains or reposition outer burial containers.

SECTION D - CONTRACT DOCUMENTS, EXHIBITS, OR EXHIBITS

Exhibits 1 through 14

Exhibit 1 Performance Requirements Summary

Exhibit 2 Quality Assurance Surveillance Plan

Exhibit 3 Quality Assurance Report

Exhibit 4 Quality Assessment Monitoring Form – Customer Complaint Investigation

Exhibit 5 Cemetery Plot Plan

Exhibit 6 Work Summary & Progress Report (Form)

Exhibit 7 Rework Items List (Form)

Exhibit 8 Contract Discrepancy Report (CDR) (Form)

Exhibit 9 Initial Headstone/Marker Raise & Realign Survey

Exhibit 10 General Conditions

Exhibit 11 Specifications

Exhibit 12 Work Assignment (Form)

Exhibit 13 List of References (Form)

Exhibit 14 Employee Statement of Compliance

EXHIBIT 1

PERFORMANCE REQUIREMENTS SUMMARY

1. The purpose of this Exhibit is to:

a. List the contract requirements considered most critical to acceptable contract performance.

b. Show, where applicable, the maximum allowable degree of deviation from perfect performance for each requirement that shall be allowed by the Government before contract performance is considered unsatisfactory.

2. The Government's quality assurance procedures are based on actual performance of the contract and all areas will be reviewed periodically, (e.g. weekly, monthly, quarterly, and semi-annually).

3. The criteria for acceptable and unacceptable performance are as follows:

a. Contract requirements. The criteria for requirements are the level of performance deemed acceptable to the Government.

b. If the quality of work does not comply with the contract requirements the COR will initiate and the Contractor shall be required to complete a Contract Discrepancy Report (CDR).

c. The CDR will require the Contractor to explain in writing why performance was unacceptable, how performance will be returned to an acceptable level, and how recurrence of the problem will be prevented in the future. Please refer to contract clause 52.212-4 (“Inspection and Acceptance”) for the Government’s rights concerning reperformance or contract adjustments based upon non-satisfactory, or unperformed effort.

a) Uniform in height of 25 inches above finish grade with inscriptions visible;

b) vertically aligned with adjacent headstones in section to create smooth and “pleasing” top line while compensating for ground contours;

c) Aligned laterally in both directions and transversely/diagonally with the headstones on other gravesites within 1/8 inch;

d) Plumbed within one degree of fully vertical when measured on front and sides using a digital level;

e) Excavated, backfilled, and tamped correctly.

100% of identified issues are corrected and re-inspected/ approved within 5 work days.

100% of identified issues are corrected and re-inspected/ approved within 5 work days.

(6) Report Submittals

(7) Safety maintained during operations

EXHIBIT 2

QUALITY ASSURANCE SURVEILLANCE PLAN

1. GENERAL

1.1. All work performed under this section shall be subject to the General Requirements and Contract Documents to Offerors, which form a part of these specifications, and the Contractor shall be responsible for and governed by all the requirements there under.

1.2. The Quality Assurance Surveillance Plan (QASP) is pursuant to the requirements listed in the Performance Work Statement (PWS). The QASP sets forth the procedures and guidelines the NCA will use in evaluating the technical performance of the Contractor.

2. PURPOSE

1.1. The purpose of this QASP is to describe the systematic methods used to measure the Contractor’s performance and to identify the reports required. The QASP provides a means for evaluating whether or not the Contractor is meeting the minimum acceptable standards identified in the PWS and Performance Requirements Summary (PRS) (Exhibit 1).

1.2. This QASP is designed to define roles and responsibilities, identify the performance objectives, define the methodologies used by NCA to monitor and evaluate the contractor’s performance, describe quality assurance reporting, and describe the analysis of quality assurance monitoring results.

3. PERFORMANCE MANAGEMENT APPROACH

This QASP defines the performance management approach taken by the NCA to monitor, manage, and take the appropriate action on the Contractor’s performance against expected performance objectives communicated in the PWS and PRS. NCA’s performance management approach addresses the capability to review and analyze information generated through the performance metrics identified in the PRS. Based on the review, analysis of the performance and inspection data information, the CO and COR will have the ability to make the appropriate decisions to determine whether or not expected performance objectives for required services are being achieved adequately by the contractor.

4. PERFORMANCE MANAGEMENT STRATEGY

4.1. The Contractor’s internal quality control system shall set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. The Contractor shall utilize its’ internal quality control system to assess and report their performance to the COR.

4.2. The Contracting Officer’s Representative (COR) and/or Cemetery Director will monitor the Contractor’s performance and review performance reports furnished by the Contractor to determine how the Contractor is performing against communicated performance objectives. The COR will make decisions based on the PRS data and notify the Contractor of those decisions. The Contractor shall be responsible for making required changes in processes and practices to ensure performance is managed effectively. The COR will submit a report to the Contracting Officer (CO) monthly on the Contractor’s performance and the Contractor will be allowed to review the report and submit comments.

5. ROLES AND RESPONSIBILITIES

5.1. Fundamental Government Responsibilities: The COR is responsible for representing the Contracting Officer in all facets of service quality. The COR will carry out inspections, reviews and approvals, handle deficiencies, and ultimately accept on behalf of the CO. The functions of the COR are identified below. Government personnel, other than the Contracting Officer and the COR, from time to time, may observe the Contractor's operations. However, these personnel may not interfere with Contractor performance.

5.2. The CO will monitor contract compliance, contract administration, cost control, and resolve any differences between the observations/inspections documented by the COR and the Contractor’s performance.

5.3. The CO will designate one full-time COR as the Government’s authority for performance management. The number of additional representatives serving as Technical Inspectors will depend on the complexity of the services measured, as well as the Contractor’s performance.

5.4. The COR will monitor, inspect, assess, and communicate the technical performance of the contractor. Inspection will be performed in accordance with FAR 52.246-4, Inspection of Services – Fixed Price. The COR will complete Quality Assurance (QA) Weekly Inspection Forms (refer to Exhibit 3) used to document the inspection and evaluate the Contractor’s work performance.

6. IDENTIFICATION OF SERVICES TO BE PERFORMED

The contractor shall provide initial and replacement headstone setting services, and raise, realignment, and fine tune alignment services at Fort Sam Houston National Cemetery in accordance with the PWS. The performance standards are established in the paragraphs of the PWS, including the Exhibits, that covers the specific category of work. The minimum acceptable level of performance standards are set in the PRS (Exhibit 1).

7. METHODOLOGIES TO MONITOR PERFORMANCE

7.1. In an effort to minimize the contract administration burden, simplified methods of surveillance techniques will be used by the COR to evaluate the contractor’s performance. The primary methods of surveillance will be inspections, reports, and customer input/feedback. The COR will use appointed representatives, as well as reports and input from users/customers as sources of comments on the contractor’s performance.

7.2. The Contractor shall establish and maintain professional communication between its employees and customers. The primary objective of professional communication between employees and customers is customer satisfaction. Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and can be measure through validated customer complaints. Performance management shall drive the contractor to be customer focused through initially addressing customer complaints and investigating the issues and/or problems.

7.3. The customer always has the option to communicate complaints to the COR as opposed to the Contractor. The COR will accept the customer complaints and will investigate using the Quality Assurance Monitoring Form – Customer Complaint Investigation identified in Exhibit 4.

7.4. The minimum acceptable standards, located in the PRS (Exhibit 1), for the Contractor’s performance, are structured to allow the Contractor to manage how the work is to be performed while providing negative incentives for performance shortfalls. All acceptable performance standards are keyed to the relative importance of the specification item to the overall mission performance.

7.5. The QASP will consist of 100 percent inspections, periodic inspections, weekly inspections, validated customer complaints in accordance with the PWS and will be conducted by the COR designated by the Contracting officer, and by visitor input (in the form of validated customer complaints of poor service or responses on good service).

a. 100 Percent Inspection: The COR will inspect and evaluate the Contractor’s performance each time the Contractor performs a specification item identified in the PRS.

b. Periodic Surveillance: The COR will conduct weekly inspections.

c. Validated Customer Complaint: The COR will review any written complaints submitted by internal and external customers (i.e., Cemetery Visitors, Cemetery Management/Staff). The COR will also review any verbal complaints submitted by internal and external customers. The COR will investigate the customer’s complaint and document the findings on the Quality Assurance Monitoring Form – Customer Complaint Investigation (Exhibit 4).

8. QUALITY ASSURANCE REPORTING

8.1. The performance management feedback loop begins with the communication of the expected minimum acceptable standards for each specification item listed in the PRS. Performance standards are indicated in the PWS and measured by the required minimum acceptable standard in the PRS (Exhibit 1).

8.2. The Government’s QA monitoring, accomplished by the COR or designee will be reported using the weekly inspection forms (Exhibit 3) and Quality Assessment Monitor Form – Customer Complaint Investigation (Exhibit 4). The forms, when completed, will document the COR’s understanding of the contractor’s performance under the contract to ensure that the PWS requirements are being met.

8.3. The COR will retain a copy of all completed QA monitoring forms.

8.4. The Contractor shall respond to any complaints and/or ratings of poor performance within five (5) calendar days, after receipt of the report. All visitor complaints deemed by the COR to require a written response to the Contractor, or administrative action, will be forwarded to the CO, as soon as possible, for action.

9. ANALYSIS OF QUALITY ASSURANCE MONITORING RESULTS

9.1. The Government will use the observation methods cited to determine whether the Minimum Acceptable Levels (MALs) have been met. The Government’s evaluation is then translated into the specific negative incentives that cause adjustments to the Contractor’s monthly payments.

9.2. At the end of each month, the COR will prepare a written monthly report for the CO summarizing the overall results of the quality assurance monitoring of the Contractor’s performance. This written report will consist of the Contractor’s submitted monthly progress report and the completed QA Monitoring Forms (Exhibits 3 and 4) will become part of the QA documentation.

9.3. The CO may require the Contractor to meet with the CO and other Government personnel as deemed necessary to discuss the performance evaluation. The COR will define a frequency of in-depth reviews with the Contractor, however, if the need arises, the Contractor shall meet with the CO as often as required or per the Contractor’s request. The agenda of the reviews may discuss but not be limited to the following:

a. Monthly performance measured by the metrics and trends;

b. Issues and concerns of both parties;

c. Projected outlook for upcoming months and progress against expected trends;

d. Recommendations made by the COR based on Contractor’s information; and/or

e. Issues arising from independent reviews and inspections.

9.4. In addition to QA monitoring, the COR will use the information contained in the Contractor’s weekly reports to assess the Contractor’s level of performance for each objective measured in this QASP. The COR must coordinate and communicate with the Contractor to resolve issues and concerns of marginal or unacceptable performance. The Contractor shall discuss with the CO or COR satisfaction ratings receiving a “less than acceptable” rating. For such cases, the Contractor shall highlight its perspective on factors driving customer satisfaction and present plans to adjust service levels accordingly to bring the satisfaction rating up to an acceptable level.

9.5. The CO, COR and Contractor should jointly formulate tactical and long-term courses of action. Decisions regarding changes to the PRS, thresholds, or service levels should be clearly documented. Changes to service levels, procedures, and PRS will be incorporated as a contract modification at the convenience of the CO.

10. FAILURE TO PERFORM

10.1. The Contractor may receive deductions or even termination based on failure to perform. The following criteria shall apply for determining appropriate action:

a. Notifications: Consistent with FAR Part 49, the CO will notify the Contractor of failure to meet standards through QA monitoring forms, cure notices, or show cause notices.

b. Deductions: The Government has the right to withhold/deduct a percentage of payment of the monthly costs for performing particular services based on failure to meet the minimum acceptable standards. The percentage of such withholding/deductions is identified in the PRS (Exhibit 1).

c. Termination: If the CO determines that the Contractor has failed to perform to the extent that a termination for default is justified, then the CO will issue a notice of termination in accordance with FAR clause 52.212-4(l).

EXHIBIT 3

NCA Quality Assurance Report (QAR)

001, 002, SET HEADSTONES:

001 – New Upright 002 – Replacement Upright

1. Permanent gravesite control markers have been established and the gravesite row/spacing layout has been approved by the COR.

2. Contractor has verified the correct location of the gravesite using the most current layout map.

3. Temporary grave markers reinstalled out of the way (but still on gravesite) before installation and removed/turned into COR when complete.

4. Floral and other items causing interference placed back in appropriate location when installation complete.

5. Sockets/trenches are dug/re-dug to the appropriate dimensions and are clean and free of loose dirt/debris.

6. Headstones have been pulled using tools and methods approved by the COR. Removed headstones are placed inscription side up on the associated gravesite, leaned at a stable angle, and protected from direct ground contact.

7. Crushed rock base material meets the specified gradation and is sufficiently moist for compaction. Contractor has water available at the gravesite to adjust moisture.

8. Crushed rock base is added, 3 inches for uprights and compacted using tamping tools approved by the COR.

9. Heavy string lines are secured from established or temporary control markers, not from previously set headstones. String lines are taut and not resting on intermediate headstones.

10. Headstones aligned vertically, laterally, and transversely/diagonally within 1/8” of the string lines.

11. Headstones’ height above finished grade is 25 inches for upright and 1 inch for flat, with minor deviations to provide smooth topline with surrounding headstones.

12. Headstones plumb within 1 degree vertical, as measured with digital level.

13. Headstones installed on correct gravesite location, utilizing most current layout maps; set on centerline of gravesite and with inscription facing the grave.

14. Headstones set firmly in place with no movement from reasonable forces subjected by COR (i.e. arm shake).

15. Initial row of headstones in first interment section is inspected and approved by COR before proceeding with other headstones in the section.

16. Headstones are clean of dirt and handprints at the end of the work day.

17. Headstones that need to be permanently removed are transported to the approved location on Cemetery grounds.

18. Initial and replacement headstones have been installed within 10 calendar days after Contractor has been notified by the COR.

REPORTING AND DOCUMENTATION

1. The Contractor Supervisor reports on a DAILY basis to the COR and logs in.

2. The Contractor Supervisor has met with COR DAILY to coordinate and establish the daily work schedule.

3. The Contractor Supervisor has provided the WEEKLY and DAILY work schedules to the COR.

4. The Contractor Supervisor has provided an accurate WEEKLY written report identifying all work that took place within the previous seven calendar days.

5. The Contractor has submit all required documentation or information in accordance with the contract.

SAFETY AND JOBSITE APPEARANCE

1. No accidents or incidents due to contractor’s failure to take safety precautions.

2. Worksite does not detract from the dignity and solemnity of the cemetery. Work areas and adjacent grounds are free of that debris, tools, equipment, & other materials at the conclusion of the task or at the end of the work day.

3. Contractor personnel are dressed appropriately

Report Continued on Following Page

NCA Quality Assurance Report (QAR) (Cont’d)

Cemetery:

Contractor:

Project Title:

Contract No:

*CONTRACT DISCREPANCIES:

List below the Contract Discrepancy Report Number and a brief description of the contract requirement(s) which Contractor "Did Not Meet" and attach a copy of each CDR.

(a)

(b)

(c)

(d)

(e)

(f)

*(Note: When deficiencies are cited, the Contractor is required to sign & acknowledge receipt of the report.)

End of Report

EXHIBIT 4

EXHIBIT 5

CEMETERY PLOT PLAN

EXHIBIT 6

To:

Project Title: Initial and Replacement Headstone Setting.

Contract No: ___________________________

Inspection / Acceptance. The Contractor shall only tender for acceptance those items that conform to the requirements of this contract. The Government reserves the right to inspect or test some or all of the services that have been tendered for acceptance. The Government may require re-performance of nonconforming services at no increase in contract price. The Government shall exercise its post-acceptance rights—

1. Within a reasonable time after the defect was discovered or should have been discovered; and

2. Before any substantial change occurs in the condition of the item, unless the change is due to the defect in the item.

Work Completed & Submitted for Acceptance (This form is not to be used as an Invoice)

SEC

GRAVES

THRU

SEC

GRAVES

THRU

SEC

GRAVES

THRU

Report below any circumstances which may have adversely affected work progress such as weather, turf conditions, strikes, delays by the Government, etc.

Note: Contractor shall sign confirming that services indicated have been completed. Government shall also sign in acknowledgment of receipt of the Progress Report.

Duplicate Form as Necessary Page 27 of 58

EXHIBIT 7

REWORK ITEMS LIST

Contract No. and Title:

SHEET ____ of ____

Contractor:

(Para. No.)

DATE COMPLETED BY CONTRACTOR

(Contractor Sign and Date)

COTR REVIEW

(Initial and Date)

EXHIBIT 8

Contract Discrepancy Report

Contract Number:

Report No. for this Discrepancy:

To: (Contractor/Manager’s Name)

From: (Name of COR)

5. Dates

5a. Prepared:

5b. Returned by Contractor:

5c. Action Complete:

Discrepancy or Problem: (Describe in detail. Include reference to PWS Directive; attach additional sheet if necessary.)

Signature of Contracting Officer or COR:

8a. To: (Contracting Officer and/or COR)

8b. From: (Contractor)

9. Contractor Response as to Cause, Corrective Action and Actions to Prevent Recurrence: (attach additional sheet if necessary.)

10a. Signature of Contractor Representative:

10b. Date:

11. Government Evaluation: (Acceptance, partial acceptance, reflection; attach additional sheet if necessary.)

12. Government Actions: (Reduced payment, cure notice, show cause, other)

13. Close Out

a. Contractor

b. COR

c. CO

Duplicate Form as Necessary Page 30 of 58

EXHIBIT 9

Daily Headstone/Marker Verification Survey

COR: _________________

Instructions: Prior to the completion of the workday, the Cemetery Director/COR/Foreman/Work Leader/designee MUST perform a re-verification survey for ALL completed work of headstones/markers included in the scope of work. The Cemetery Director/COR/Foreman/Work Leader/designee will use the original Burial Register Report and Gravesite Layout Map used for the Initial Verification Survey.

List Sections and Headstones/Markers ____________________________________ List discrepancy/issue: _________________________________________________ All discrepancies/issues resolved: Y/N ______ Cemetery Director/COR/Foreman/ Work Leader/designee informed CND Director and Contracting Officer of all unresolved discrepancies/issues: Y/N _______ By signing below, I certify the Headstone/Marker re-verification survey was completed.

Daily Headstone Verification:

Date: __________ Time Completed: ______________ COR/Director/Foreman/Work Leader/designee Signature: _____________________

EXHIBIT 10

GENERAL CONDITIONS

FORT SAM HOUSTON NATIONAL CEMETERY INITIAL SETTING & REPLACEMENT OF HEADSTONES

The Contractor shall meet or exceed the following general conditions in its proposed technical approach.