47PB0024Q0001 Request For Quote Attach 07 Performance Work Statement 2023 11 15.docx

Performance Work Statement

SOLICITATION ISSUE DATE: November 15, 2023

OFFER RECEIPT DATE/TIME: December 15, 2023

Table of Contents

SECTION 1 GENERAL CONTRACT REQUIREMENTS

C.1.0 General This is a Performance Work Statement (PWS) for Facilities Engineering: Operations, Maintenance, and Related Services defined under the scope of this contract. This PWS describes the minimum requirements of the U.S. General Services Administration (GSA) and acceptable outcomes to be performed by the Operations and Maintenance Contractor (known from here on as Contractor). All, or part of, the successful offeror’s various required maintenance and management plans shall be incorporated into the contract.

GSA seeks to establish a partnering relationship with the Contractor to accomplish the program objectives in this contract. The objective of the partnering process is to provide an effective problem-finding/problem-solving management team composed of personnel from both parties, thus creating a single culture with one set of goals and objectives. Partnering requires that both parties recognize and address those opportunities and challenges that shall be confronted to help maintain the health of the Contractor/GSA relationship. The relationship is based on trust, dedication to common goals, and an understanding of each other's individual expectations and values. The team shall consider utilizing a facility engineering and systems thinking approach to provide solutions from a global perspective. The outcome of this initiative is for GSA to leverage Contractor expertise to assist GSA in accomplishing these goals and objectives.

GSA intends to purchase Contractor provided technical and managerial expertise to assist in the holistic management of assets over the long term. This program strategy has taken the name “facilities engineering” and has proven to be a successful model resulting in efficient and effective management of assets while maintaining a lower overall cost of operations. The facilities engineering model is dependent upon an effective partnership with a highly skilled Contractor whose objectives are based on mutual understanding of the stated requirements and objectives. A higher level of effective communication between the Government and Contractor is essential for partnering and for this performance-based service contract to succeed, whereas the success of this contract is shared between the Government and the Contractor. More emphasis is placed on the Contractor’s self-management of quality, not the usual inspection by Government inspectors, although that is a part of this contract as well. All parties shall act proactively to reduce service cost.

To establish a standard of facilities engineering practices, thought processes and problem solving throughout the model, GSA established a program philosophy rooted in “systems thinking” whereby the means and methods for providing building operations and maintenance are established through investigations, metrics, and feedback loops, and by establishing a partnership between the Government and Contractor to achieve joint performance objectives. The goal of applying systems thinking to facility management is to see that every action or decision in operating, maintaining, and retrofitting a building shall result in an impact (financial, environmental or, human resource, or any combination thereof), and to evaluate the “full circle” implications. Long term application of systems thinking throughout GSA has resulted in both Contractor and Government joint command of short-term and long-term cohesive management of real property assets.

GSA is committed to Federal leadership in the design, construction, and operation of high-performance and sustainable buildings. A major element of this strategy is the implementation of common strategies for operating and maintaining buildings. As a result, this contract requires the Contractor to participate and partner with the Government in the initiative of obtaining high performance and sustainable operations, inclusive of initiatives to conserve energy and water consumption, recycling programs, meeting or exceeding specific environmental, regulatory, or performance standards, and the utilization of green products and services. The following sections detail the GSA minimum requirements and acceptable outcomes. The Contractor shall closely monitor all aspects of the work, identify deficiencies and implement corrective action, without reliance on Government oversight.

To the extent possible and consistent with EO 13788, the Contractor shall maximize the use of goods, products and materials that are produced in the United States.

C.1.1 Scope of Work The Contractor shall provide management, supervision, labor, materials, equipment, and supplies (shipping & handling) and shall be responsible for the efficient, effective, economical, and satisfactory operation, scheduled and unscheduled maintenance, repair of equipment and systems, including vertical transportation and all related systems/ services located within the property line of the following locations:

Additional services may be ordered at the discretion of GSA for work relating to the operations, maintenance and repair or upgrade of the facilities listed above, but not covered in the basic services of the contract. Government furnished items are specifically excluded in this contract, except as specified in Section 3.

C.1.1.1 Discrepancy in the Specifications In any cases of discrepancy in the specifications, the matter shall be immediately submitted to the Contracting Officer (CO). The decision of the CO as to the proper interpretation of the specifications shall be final in accordance with the Disputes Clause of this Contract.

C.1.2 Personnel The Contractor shall adhere to the submitted staffing plan and subcontracting plan that was submitted prior to award as part of the Bid proposal. Contractor shall submit staffing/subcontractor plan that provides sufficient numbers of staff at the various levels of expertise to ensure all scheduled and unscheduled services are performed and conditions are maintained to avoid any disruption to the tenant. Any changes to the proposed staffing levels, qualifications of proposed staff or key personnel, or the areas of expertise or disciplines of the proposed staff shall be submitted for review and approval from the CO or their designee.

C.1.2.1 Contractor Key Personnel The Contractor shall designate a Contract Project Manager in writing and provide the name and contact information to the CO. The Contract Project Manager is considered essential to the work being performed under this Contract. Before removing, replacing, or diverting the Contract Project Manager, the Contractor shall (1) notify the CO two weeks in advance and (2) submit justification (including proposed substitutions) in sufficient detail to permit evaluation of the impact on this Contract.

The Contract Project Manager shall possess at least five years of recent (within the past seven years) experience in the management and supervision of building mechanical operations and maintenance for buildings of the approximate size, complexity and characteristics of the buildings to be covered by this Contract. A detailed resume shall be submitted to the CO or their designee for approval prior to the assignment of the project manager to the Contract. Both new and replacement project managers shall meet these qualification standards. Minimally, the resume shall contain:

a. The full name of the proposed project manager.

b. A detailed description of the proposed project manager’s employment history for the previous five years. The names and addresses of the companies for whom the proposed project manager worked for the past five years, along with the names and telephone numbers of the immediate supervisors.

C.1.2.2 Authority The Contract Project Manager shall have complete authority to act for the Contractor in every detail during the term of the Contract and shall have the authority to exercise financial expenditures and controls, accept notices of deductions, inspection reports and all other correspondence on behalf of the Contractor. This Contract requires onsite managerial supervision. The Contractor can fulfill this requirement by having the Contract Project Manager located onsite or having an additional onsite Supervisor. If the Contractor decides that the requirement is to be filled with an onsite supervisor, the above requirements for Contract Project Manager shall be the same.

C.1.2.3 Communication Equipment The Contractor shall provide key operational personnel (Managers, Supervisors, and Mechanical Engineers, Mechanical Supervisors, Operating Engineers, Heating, Ventilation and Air Conditioning (HVAC) Mechanics) with portable electronic means to communicate with GSA for all work covered under this Contract (Work Orders, emergencies, status of projects). Outside of normal working hours, the Contractor shall maintain some designated form of communication with on-call staff to allow the CO or their designee to contact such on-call staff at any time for emergency response. Electronic communication methods are the following:

· Phone/Emails/Text messaging smartphone or tablet devices. The Contractor is responsible for all initial and monthly costs associated with the device(s). In areas where cellular service is unavailable, or unreliable, special exceptions shall be made by the CO or designee on a case-by-case basis. Such devices shall be on the list of GSA- approved devices and are to be processed through GSA’s procedures for remote mobile management. This shall allow for mobile access to GSA email, the National Computerized Maintenance Management System (NCMMS) mobile environment and Building Automation Systems (BAS) alarms. The process for this and the list of currently approved devices is available upon request. Contractor personnel under this Contract must obtain and maintain an official GSA ENT account (this is your enterprise account for signing into systems administered by GSA) and monitor their GSA email account for all notifications.

· Fax. Receiving and sending faxes is acceptable as a secondary communication method for locations that have problems with wireless device signal strength. However, delaying faxes because of combined usage of voice and fax on the same line is not acceptable.

C.1.2.3.1 CIO 2100 IT Security Policy The Contractor shall ensure compliance with GSA Order CIO 2100.1K. Contractor core personnel under this Contract must obtain an official GSA email account. Employees must have clearance before they shall access GSA email, NCMMS, or other Government systems. The GSA Order CIO 2100 prohibits an employee or Contractor supporting GSA from creating or sending information using a non-official GSA electronic messaging account (i.e., company or personal email account). The Contractor shall ensure compliance with the Department of Homeland Security ICS-CERT cyber security guidance and recommendations. Guidance can be found at the web site in document titled “Web Links” at: Operations and Maintenance Specification C.1.2.4 Language On-site personnel and the Contractor’s Point of Contact (POC) for GSA need to be proficient in English, and must be able to read, write, speak, and understand English.

C.1.2.5 Employee Suitability The GSAR 552.237-71 Qualifications of Employees (1989) clause shall be followed at all times during the performance of this Contract.

a. All Contract employees requiring routine unescorted access to federally controlled facilities or information systems, or both, for more than six months (Regular Employees) shall be required to undergo a suitability determination before a personal identification verification (PIV) card is issued. After the request for suitability determination is sent to the determining authority, requested personnel may not enter the facility for work associated with the contract. They may enter to attend training or indoctrination activities only. After their initial favorable suitability determination is received, Contractor personnel may enter for work and shall comply with normal facility access control procedures, including recording presence, temporary badging, and escorted entry, as applicable. When a favorable final suitability determination is received and PIV card issued, entry will be allowed by presenting the PIV card.

b. Failure of a Regular Employee to receive a favorable suitability determination shall be cause for removal of the employee from the work site and from other work in connection with the Contract.

c. Contract employees working less than six months (Temporary Employees) shall, at the Government's option, be required to undergo a lesser form of suitability determination. Prior to the time that an identification card is issued, if at all, such Temporary Employees shall be required to comply with normal facility access control procedures, including recording presence, temporary badge, and escorted entry, as applicable.

d. The Government, at its sole discretion, may grant temporary suitability determinations to Regular or Temporary Employees. However, the granting of a temporary suitability determination to any such employee shall not be considered as assurance that a favorable suitability determination shall follow.

e. The CO or designee shall provide the Contractor with the required clearance procedures for obtaining necessary clearances. The Contractor shall comply with these clearance procedures.

f. The Contractor shall be responsible for planning and scheduling its work in such a manner as to account for facility access issues. Difficulties encountered by the Contractor in gaining access to facilities by its employees and subcontractors shall not be an excuse for any lack of Contractor performance under the Contract.

C.1.2.6 Employee Technical Qualifications Employees or subcontractors performing Contract work involving the operation, maintenance or repair, inspection, or testing of any piece of equipment or system shall be trained and possess the knowledge, experience and skills pertinent to the equipment or system as demonstrated by a current training certificate from an equipment manufacturer or a certificate by an organization acceptable to the CO. Contractor personnel shall have NCMMS skills sufficient for “Use of NCMMS” as described in this subsection. All personnel or sub-contractor personnel shall possess all certifications and licenses required by Federal, state and local jurisdictions and National Fire Protection Association (NFPA) 72, National Fire Alarm Code, section 10.5, for equipment that they shall be operating, maintaining, repairing, inspecting or testing. All personnel under the team leader or sub-contractor personnel shall have the experience and skill set knowledge as described in the Service Contract Act (SCA) Directory of Occupations, Fifth Edition or later. For example, HVAC mechanics need to be as proficient as dictated by the 23410 and 23411 series and general maintenance mechanics shall be as proficient as dictated by the 23370 series.

C.1.2.7 Certifications All certifications for Contractor employees shall be entered into NCMMS. The Contractor shall provide to the CO or their designee documentation of the certificates of training, licenses, and permits for all new employees not later than seven business days prior to that person beginning work under the terms of this Contract. The Contractor shall ensure that all certificates of training, licenses, permits, and bonds are current and valid and are loaded in NCMMS.

C.1.2.7.1 Qualifications of Fire Alarm System Technicians

a. Technicians performing contract work involving the inspection, testing, and preventive maintenance or repair of fire alarm systems shall be certified by the National Institute for Certification in Engineering Technologies (NICET) and possess at least a NICET Level 2 (Associate Engineering Technician) in Fire Protection Engineering Technology, Fire Alarm Systems. The Contractor shall submit to the CO or designee the NICET level certification number and expiration date for each field technician and inspector responsible for performing fire alarm system preventive maintenance and repair services required under the terms of this Contract.

b. Technicians modifying the programming software of the fire alarm system shall also be factory trained and certified by the system manufacturer for the specific type and brand of fire alarm system being serviced. The Contractor shall submit to the CO or designee the factory trained certification number and expiration date for each specific manufacturer’s equipment for each technician responsible for performing programming of the fire alarm system.

C.1.2.7.2 Qualifications of Water-Based Fire Suppression System Technicians Technicians performing contract work involving the inspection, testing, and preventive maintenance or repair of water-based fire suppression systems shall be certified by the National Institute for Certification in Engineering Technologies (NICET) and possess at least a NICET Level 2 (Associate Engineering Technician) in Fire Protection Engineering Technology, Inspection, and Testing of Water-Based Systems. The Contractor shall submit to the CO or designee the NICET level certification number and expiration date for each field technician and inspector responsible for performing water-based fire suppression system PM and repair services required under the terms of this Contract.

C.1.2.7.3 Qualifications of Technicians Technicians shall be trained and possess a current training certificate for inspecting, testing, and maintaining these components from an equipment manufacturer or a certificate by an organization acceptable to the CO. The Contractor shall submit to the CO or designee the certification document and expiration date, issued by the equipment manufacturer or organization confirming the technician has been trained, for each field technician and inspector responsible for performing the inspection, testing, and maintenance of such systems/equipment under the terms of this Contract.

C.1.2.7.4 Qualifications for Electrical Technician Technicians performing Sub-Contract work involving inspections, testing, and maintenance for the electrical switchgear shall meet the qualifications by the American National Standards Institute/International Electrical Testing Association ETT-2015, Standard for Certification of Electrical Testing Technicians or qualifications by the National Institute for Certification in Engineering Technologies (NICET) and hold at least a Level 3 certification.

The Contractor shall provide documentation to the CO or designee on qualifications identified in this standard. Certification can be obtained through; the ANSI/NETA Certification program or Electrical Testing Technician Certification Institute. Guidance can be found at the web site in document titled “Web Links” at: Operations and Maintenance Specification Alternate certifications presenting evidence of equal or greater skills and qualification may be substituted; however, the burden to evidence the quality of such certification falls fully upon the vendor.

C.1.2.8 Employee Training The Contractor shall submit a training program to ensure employees working in a Federal building have the experience, knowledge, skills and abilities to perform the work required by this Contract. The training program will be submitted by 30 calendar days after the contract start date. The Contractor shall document training and provide documentation to the CO or designee.

C.1.2.8.1 Asbestos Awareness Training The Contractor shall ensure that all employees, including replacement workers, receive asbestos training and refresher training in accordance with 40 C.F.R part 763 and 29 C.F.R. part 1910. The Contractor shall follow all instructions for each asbestos class job as outlined in 29 C.F.R. part 1910. The training shall be conducted, at no additional expense to the Government, within 60 calendar days of Contract start date. The Contractor shall submit written certification to the CO or designee within five business days of the completion of training.

C.1.2.8.2 Re-Tuning Training The Contractor shall ensure that all Mechanical Engineers, Mechanical Supervisors, Operating Engineers, HVAC Mechanics, and Control Technician employees, including replacement workers, receive Building Re-Tuning Training, (guidance can be found at the web site in document titled “Web Links” at: Operations and Maintenance Specification a five (5) to six (6) hour online course) and refresher training every two years. The training shall be conducted, at no additional expense to the Government, within 60 calendar days of the Contract start date. The Contractor shall submit written certification to the CO or designee within five (5) business days of the completion of training for each employee identified above.

C.1.2.8.3 Education Requirements and Certifications All HVAC personnel designated to operate, maintain, or repair, or any combination of HVAC equipment or systems shall possess one or more of the following certifications:

a. North American Technician Excellence (NATE) HVAC Service Technician Certification

b. HVAC Excellence Professional Level Certification

c. UA Star HVAC Mastery Certification

All HVAC personnel designated to operate, maintain, and or repair, or any combination of HVAC equipment or systems shall maintain a minimum of 16 hours of continuing education per year from either NATE, HVAC Excellence, or UA Star recognized provider program.

The Contractor shall submit written certification annually to the CO or designee.

C.1.2.8.4 NCMMS Training Contractor shall ensure that all staff using NCMMS complete Government provided new user training at a minimum. New user basic training curriculum, which takes approximately 6 hours, covers the following at a minimum:

· Basic Navigation

· Work Order Tracking

· Asset Management

· Preventive Maintenance

· Reports Contractor shall identify and designate staff responsible for performing specific administrative tasks within NCMMS. In addition to NCMMS New User Training, designated staff shall complete NCMMS Contract Administration Training for Contractors which takes approximately 3 hours and covers the following at a minimum:

· Account Management

· People Records

· Labor Records

· Location Records

· Preventive Maintenance Work Orders

· Conduct Quality Control Inspections

· Generate Monthly Progress Reports

· Hazards and Precautions Management Training will be provided Choose One: In-person by Regional NCMMS support staff. via webinar by National NCMMS staff. or online on demand training. Contractor shall work with COR to schedule and facilitate training during the start-up phase of the contract. Contractor shall request new user training for replacement staff from COR. Training shall be completed at no additional cost to the Government. Contractor may request a waiver for staff that have previously completed NCMMS training and can demonstrate knowledge and proficiency using the system. Contractor shall identify all previously trained staff and provide supporting documentation and records to the COR for waiver consideration. The Contractor shall submit written certification to the CO or designee within five (5) business days of completing training.

C.1.2.8.5 Lead Awareness Training The Contractor shall ensure that all employees, including replacement workers, receive lead awareness training and refresher training in accordance with 29 CFR 1910.1025(l) (1) (i). The training shall be conducted, at no additional expense to the Government, within 60 calendar days of Contract start date. The Contractor shall submit written certification to the CO or designee within five (5) business days of the completion of training.

C.1.2.9 Appearance Contractor personnel shall present a neat appearance and be easily recognized. This shall be accomplished by wearing uniforms bearing the name of the company and employee name. Uniforms shall be regularly laundered, consistent among personnel classifications, and maintained presentable to tenant personnel during all working hours.

C.1.2.10 Standards of Conduct The Contractor shall be responsible for maintaining satisfactory standards of employee competency, conduct, appearance, and integrity and shall be responsible for taking disciplinary action with respect to its employees, as necessary. The Contractor is responsible for ensuring that its employees do not disturb papers on desks, open desk drawers or cabinets, or use Government telephones, except as authorized. Each employee must adhere to standards of behavior that reflect favorably on his or her employer and the Federal Government. Smoking is only allowed in designated areas on the property and no smoking is allowed within the Facility.

C.1.2.11 Recording Presence Each Contract employee shall sign in when arriving and departing the facility daily and follow card access requirements as directed by the CO or designee. The Contractor shall accumulate GSA Form 139 (Record of Time of Arrival and Departure from Building) or other designated form for use in recording presence each calendar week, and certify in writing on each form that the information shown is true and correct within 5 business days of the end of the work week. The Contractor shall provide copies of these records to the CO or designee upon request.

C.1.2.12 Personal Identity Verification Requirements Contractor employees that require access to GSA-controlled facilities or information systems to perform Contract requirements shall comply with GSA personal identity verification requirements, guidance can be found at the website in a document titled “Web Links” at: Operations and Maintenance Specification. The Contractor shall insert this clause in all subcontracts when the subcontractor is required to have access to a GSA-controlled facility or access to a GSA-controlled information system.

C.1.2.13 Credentials and Identification Contractor personnel with credentials shall be required to comply with all access security screening procedures applicable to Government or other personnel possessing similar credentials, or as determined by the building practices as defined by the Facility Security Committee. All Contractor personnel possessing credentials (PIV or otherwise) shall visibly display their credentials at all times while in the building(s) where work is being performed.

The Contractor shall be responsible for ensuring that all identification credentials are returned to the CO or designee whenever its employees leave the Contract (i.e., when the Contract has been completed, employees leave the company, employees are dismissed or terminated or the Government determines that the employee is to be removed from the contract). The Contractor shall notify the CO or designee whenever employee badges are lost.

The Contractor shall be responsible for paying the Government for replacement credentials at the current cost per badge.

C.1.2.14 Escorting Temporary contract employees who do not have favorable preliminary or final suitability determinations and need to work in non-public federally controlled space must be escorted. In those cases, the Contractor shall comply with the security clearance procedures for Escort Only Contractors. All uncleared contract employees shall be escorted in non-public space by a Government employee or another responsible cleared contract employee who is approved by the CO or designee. Other Government agencies shall have specific agency security requirements for their own space that shall only allow escort by Government employees or those designated by their agency. Government employees or approved cleared contract employees who provide escorts for uncleared contract employees shall always be within eyesight of the uncleared contract employees. The Contract Government escort shall watch uncleared employees and remain with uncleared contract employees for the entire time they are in non-public federally controlled space. Any security violation of escort requirements by a cleared and approved contract employee shall result in the immediate removal from the Contract of all contract employees involved, i.e., escorts and uncleared escorted contract employees. Also, violations of escort requirements by subcontract employees in accordance with security requirements shall be grounds for loss of facility access for those individuals or grounds for termination of Contract, or both.

C.1.3 Quality Control Program A Quality Control Program (QCP) shall be developed and implemented by the Contractor. The Contractor’s QCP shall ensure Contract compliance, and act to ensure that potential problems with building services, equipment and systems are identified, documented, and resolved prior to failure. The Contractor shall create and implement data collection and analysis plans to continually monitor and improve efficiency in operations, resource consumption, environmental impact and tenant satisfaction. In the event the Government Quality Assurance Program identifies deficiencies the Contractor shall implement progressively responsive quality control measures commensurate with the severity of the Government's deficiencies. Deficiencies identified by the QCP or shall be recorded in NCMMS as described in the ADVANCED GSA Process Flows Procedures Manu.

C.1.3.1 Quality Control Plan The “Quality Control Plan” (QC plan) is the Contractor’s complete written system for identifying and correcting deficiencies and monitoring and improving efficiencies to continually improve the quality of services provided. Preparation of the QC plan is the responsibility of the Contractor and is due with the Contractor’s proposal.

The QC plan, revisions or updates shall be submitted for approval by the CO or designee. A review of the QC Plan can be initiated by direction of the CO or designee.

C.1.3.2 Quality Control Plan Contents The QC plan shall detail the Contractor’s methods, frequencies, documentation, and remedies for ensuring that all aspects of contract work performed is of the highest quality. It shall describe procedures for correcting problems, data gathering, improving efficiencies, and addressing quality assurance findings by the Government. The Contractor shall further customize the QC plan to meet facility specific conditions. The QC plan shall describe the Contractor’s overall approach, methods, roles and responsibilities relating to Quality Control of all areas of contract work including service calls, preventive maintenance/inspection schedules, and operating data collection and analysis. The revised QC plan is to be submitted for review and approval to the CO or designee within 30 calendar days of Contract start date.

C.1.3.2.1 Inspection and Data collection Program The Contractor shall develop inspection and data collection and analysis programs that ensure a safe, secure and efficient level of operation of all equipment and services required in this PWS. The inspection program shall specify the areas to be inspected on a scheduled or unscheduled basis, how frequently inspections shall be accomplished, and the title of the individual(s) (third party or corporate) who shall perform the inspections. The inspection program shall provide for a written record of inspections and results. The inspection program plan shall be planned, scheduled, tracked, and reported via NCMMS.

C.1.3.2.2 Methods The Contractor shall identify its methods for identifying, correcting, and preventing deficiencies in the quality of service performed before the level of performance becomes unacceptable.

C.1.3.3.1 Data Collection and Analysis Program The Contractor shall collect and analyze any and all operational data including, BAS, NCMMS, Utility bills, installed meters, infrared scans, vibration analysis, and meteorological data to implement or recommend any operational changes to increase the buildings operational efficiency, reduce resource use, lower environmental impact, reduce costs and improve tenant satisfaction. The Contractor will verify expected results and report expected vs. actual results at least annually.

C.1.3.3.2 Methods The contractor shall use NCMMS to the maximum extent possible to create and store analytic data. Meters used for analysis shall be asset based in NCMMS with meter readings recorded in NCMMS.

Partnering Meeting / Quality Control Meeting: While the Government does not seek to be prescriptive, it is noted that live, interactive meetings, including updates, reports and trend analysis on the varying contract programs areas have been shown to hold significant value in meeting the Government's desired performance levels in this area. Additionally, the use of electronic media and mobile platforms (such as google docs, Meeting Space and teleconferencing) function well with GSA’s mobile workforce.

The written minutes of these meetings will be prepared by the Contractor and delivered to the CO or their designee no later than 3 business days after the meeting(s.)

C.1.4 Quality Assurance GSA’s role in quality assurance is to ensure that the Contractor is achieving the quality levels established in the operation and maintenance services contract and focuses on the Contractors’ QC plan. GSA periodically validates the execution of the Contractor's QCP by reviewing such areas as the Contractor's inspection forms, service request logs, tenant reports, tenant satisfaction surveys, NCMMS surveys, and the timeliness of corrective actions.

As part of the Government’s quality assurance program, the Government may:

a. Review and, if warranted, reject any reports or other submittals required from the Contractor.

b. Review performance and service records, including monthly progress reports, BAS data, NCMMS data, and any computerized or hard copy records maintained by the Contractor documenting performance under this Contract, and require correction of any unsatisfactory conditions noted.

c. Determine the adequacy of the Contractor’s QCP and documentation and the overall success of this program. The Government shall order improvements, if it determines the program is insufficient or ineffective.

d. Obtain tenant satisfaction and NCMMS survey information and require improvements in service on the basis of such information to the extent such results correlate with deficiencies in Contract requirements.

e. Conduct physical inspections of facility equipment and systems, including programs and files maintained on computers in Contractor onsite offices and work areas, and require correction of deficiencies noted.

f. Perform inspections with Government personnel or independent third-party inspectors.

g. Review compliance or changes made to O&M procedures established by an ESPC/UESC, if applicable, and require correction of any O&M deficiencies.

C.1.4.1 Contracting Officer's Representative (COR) Contracting Officer's Representatives (COR’s) shall be appointed to monitor Contractor performance, and they have the right to inspect and accept or reject defective services. The COR has the authority to recommend deductions based on findings in the Quality Assurance Report. The name and telephone number of each COR under the Contract shall be furnished to the Contractor in writing by the CO.

C.1.4.2 Government Monitoring The Government shall inspect the Contractor’s performance using a quality assurance program (QASP) through random inspections, scheduled inspections, or any other method of inspection by the COR or designee that the Government determines reflects the actual performance of this Contract. Contractor performance shall be evaluated on the basis of the performance success or deficiencies, success or failure in meeting contract requirements, and the Contractor’s record of correcting deficiencies when noted. While corrective actions shall be noted, a record of significant performance deficiencies shall lead to a performance evaluation that is less than satisfactory even if the Contractor takes corrective action.