ATTACH 3 Guard Force QASP-PRS.doc

ATTACHMENT J

Performance Requirements Summary / Quality Assurance Surveillance Plan

In developing this QASP the elements have aligned in each of the security service areas listed in appendices B and C with an objective listed in the NIH Statement of Objectives, found in Attachment B, Section III of the RFP. The table below illustrates that alignment.

ALL MONETARY VALUES HAVE BEEN DELETED FOR SOLICITATION PURPOSES!

For the purposes of developing an incentive/disincentive plan for the PRS/QASP, NIH has assumed per quarter ceiling on the incentive portion of the program for each quarter where a survey is not conducted. When a survey is conducted -------will be available as an incentive for the quarter that the survey is reported. Within each Required Service listed in the PRS/QASP, monetary incentives are weighted to place performance emphasis on specific services. Incentive items have been weighted to place greatest emphasis on creating a safe environment and providing a high level of customer service, which are the two most important functions of NIH’s guard services contract. Incentive funds are limited but disincentives for most measured elements include unlimited deductions. Deductions will be taken from the next invoice submitted after quarterly review. At the beginning of each quarter the government reserves the right to change, reduce or remove the amount of incentives due to budgetary restrictions.

NIH Objective A: Maintain a safe and secure environment at NIH Quarterly Financial Incentive/Disincentive: + to Unlimited Deductions A1.0 Required Service: Access Control

A1.1 Employee Access Control Security Guards shall conduct access control at pedestrian turnstiles at the NIH Visitor Center, and specified buildings on and off-campus using the critical steps specified in the NIH SOP. Critical Steps – Perimeter Pedestrian Employee Turnstiles:

1-Verify that badge activates turnstiles

2-Ensure only one employee is granted access per activation

3-If no activation, direct employee to Visitors’ Center.

4- Visitors Center staff will ensure that employee is not on the ‘No Access’ list prior to granting access.

Critical Steps – Employee Buildings:

1- Stand and Greet Employee in a manner that exemplifies established customer service practices.

2-Ask to see NIH Badge.

(Buildings equipped with a turnstile will get a green light that indicates access is granted and the turnstile will open. Actual process may vary depending on location.)

3-Ensure photo matches individual

4-Ensure badge has not expired

A1.1 Visitor Access Control Security Guards will conduct personal identification checks; ensure sign-in sign–out procedures for all visitors; to secure NIH buildings; inspections of hand carried packages and bags using visual and equipment aided inspection techniques as specified in site-specific orders and issuing visitor badges to all authorized NIH visitors.

Critical Steps-Visitor Access Control:

1- Stand and Greet Employee in a manner that exemplifies established customer service practices.

2-Packages/objects placed on conveyor belt for X-ray. 3- Visitor walks through the magnetometer, if signal activated visitor gets wanded.

4-Objects in basket visually inspected

5-Obtain I-9 documentation for each visitor.

6-Provide Visitor ID Badge to visitor.

Visitor Access control at Buildings:

1- Stand and Greet Employee in a manner that exemplifies established customer service practices.

2- Obtain I-9 documentation for each visitor.

3- Ensure that individual has not been pre-cleared and approved for access at select locations. I.D will be retained at select locations if not pre-cleared.)

4-Issue Visitors badge with correct information.

5-Call for escort if required by local post orders.

6- Return correct I.D upon Visitors departure (if required.)

No security breaches by unauthorized personnel and/or contraband materials per quarter.

Guards must be properly trained on MAX VBS.

No fewer than seven unannounced inspections per week, by observation of MVM personnel and NIH Quality Assurance Evaluators (QAEs) at various locations across the NIH, including pedestrian access areas and secure building guard posts.

No unauthorized pedestrians or prohibited items allowed onto the NIH Campus, into secured NIH buildings, or at off-campus facilities for a quarter:

Quarterly Breaches of Security:

0 Breaches:

1 Breach:

2 Breaches:

3 Breaches:-

4+ or more breaches:

deduction for each occurrence. Unlimited deductions.

Failure to return any I-9 document to visitors. deduction per incident. Applies to entire PRS/QASP. Unlimited Deductions.

deduction for any person granted access to NIH facilities that appear on the ‘Deny Access’ list. Unlimited deductions.

Failure to allow precleared visitors access to the campus and buildings deduction.

A1.2 Visitor Vehicle Inspections Security Guards shall conduct passenger vehicle inspections and personnel access control at perimeter gates using the critical steps specified in the NIH SOP, issuing visitor and / or vehicle passes as needed to allow approved access to the NIH campus and selected Off-Campus locations.

Guards will be responsible for opening and closing perimeter gates in direct support to NIH PD.

Critical Steps for Vehicle Inspection:

1. Greet visitors in a manner that exemplifies established customer service practices.

2. Conduct Ion swab of steering wheel and trunk/cargo area as per current training plan for this procedure.

3. Conduct physical inspection (glove compartment, under the front and back seats and any storage compartments).

4. Issue vehicle inspection pass.

5. All employee passenger badges will be inspected manually or by use of a portable device which will provide a green light for an acceptable scan.

6. Any failure to follow established protocol from NIHDP to include but not limited to: Contraband, Bicycles, Daycare, Pets, Handicap Visitor access procedures.

No security breaches of unauthorized personnel, contraband, vehicles and/or contraband to NIH via vehicle inspection per quarter

Typical vehicle inspection time limits should not exceed:

1-Single vehicle 4 Minutes.

2-A group of vehicles, defined as under the canopy area, not more than 11 minutes.

GATE OPENING/CLOSING

CRITICAL STEPS cont’d:

1- Follow established protocol procedure

2-Ensure safety cones are in place prior to opening or closing the gates or deploying the delta barriers.

3-Open and close gates on time

4-Open close gates without incident

4-Retrieve and return all keys to proper location.

No fewer than seven unannounced reviews or inspections per work week, by contractor staff or NIH QAEs of vehicles allowed onto NIH campus to assure completion of proper vehicle search and issuance of necessary visitor and vehicle passes.

No unauthorized persons allowed to enter NIH.

No prohibited items (i.e. weapons of mass destruction, guns, knives, ammo) allowed onto the NIH through the vehicle inspection area for one quarter:

Quarterly Breaches of Security:

0 Breaches:

1 Breach

2 Breaches:-

3 Breaches:- 4+ or more breaches: deduction for each occurrence. Unlimited deductions.

Failure to return any I-9 document to visitors. deduction per incident. Applies to entire PRS/QASP. Unlimited Deductions.

deduction for any instance where gates are not opened/closed for traffic as scheduled.

A1.3 Employee Vehicle Inspections Security Guards shall monitor personnel access control at perimeter gates and other select locations using the critical steps specified in the NIH SOP, issuing visitor and / or vehicle passes as needed to allow approved access to the NIH campus/other facilities.

Guards will be responsible for opening and closing perimeter gates in direct support to NIH PD.

Critical Steps:

1. Greet Employee to include standing up and going outside of the booth, in a manner that exemplifies established customer service practices.

2. Check and verify that all passengers have NIH ID badges if required for that location.

All employee passenger badges will be inspected manually or by use of a portable device which will provide a green light for an acceptable scan when equipment is deployed.

3. Ensure that employee driver generates green light when scanned if equipped with automatic gates, or if badge is scanned with a portable device.

4. Observe pedestrian traffic to prevent unauthorized entry, pedestrians should be directed to employee portals.

No security breaches of unauthorized personnel and contraband to NIH via vehicle inspection areas per quarter.

GATE OPENING/CLOSING

CRITICAL STEPS cont’d:

1- Follow established protocol procedure

2-Ensure safety cones are in place prior to opening or closing the gates or deploying the delta barriers.

3-Open and close gates on time

4-Open close gates without incident

4-Retrieve and return all keys to proper location.

No fewer than seven unannounced inspections or reviews per work week of vehicles allowed onto NIH campus to assure completion of proper vehicle inspection and issuance of the required visitor and vehicle passes.

No unauthorized persons/vehicles or prohibited items allowed onto the NIH through the vehicle inspection area for one quarter:

0 Breaches:

1 Breach:-

2 Breaches:- 3+ or more breaches: deduction for each occurrence. Unlimited deductions.

deduction for any instance where gates are not opened or closed for traffic as scheduled.

A1.4 Comm. Vehicle Inspections

Security Guards shall conduct commercial vehicle inspection at the Commercial Vehicle Inspection Facility (CVIF), and other approved locations, using the critical steps specified in the NIH SOP.

Inspections shall include visual inspection of personal identification for all commercial vehicle operators and occupants.

Security Guards may request commercial vehicle cargo manifest to verify destination is on NIH for each commercial vehicle. Vehicles passing inspection will be issued a pass prior to granting vehicle access to the NIH Campus.

Critical Steps:

1. Greet and direct driver and passengers to the badging stations as required.

2. Only the badging station operators will obtain drivers license for driver and passenger. If passenger does not have driver’s license, obtain any other I-9 document and issue Visitor’s ID Badge.

3. All employee passenger badges will be inspected manually or by use of a portable device which will provide a green light for an acceptable scan when equipment is deployed.

4. Conduct ion-swab on steering wheel of the vehicle and trunk/cargo area as required, per current training plan for this procedure.

5. Personal inspection of driver and any passengers as required (wand or magnetometer)

6. Physical Inspection of vehicle (glove compartment, under front and back seats and any storage compartments, undercarriage camera inspection with appropriate notification of any suspect results.)

7. Issue vehicle inspection pass.

No security breaches of unauthorized personnel and contraband to NIH through CVIF per quarter.

Typical vehicle inspection time limits should not exceed:

1-Single vehicle 4 Minutes.

2-A group of vehicles, defined as under the canopy area, not more than 11 minutes.

Weekly unscheduled inspections of the CVIF.

No fewer then five unannounced inspections per week, of commercial vehicles found on NIH campus to confirm all occupants have required visitor badges and to assure that cargo matches manifest.

No unauthorized persons/vehicles or prohibited items allowed onto the NIH through the CVIF for observation period +

0 Breaches +

1 Breach: NO BONUS

2 or more breaches: deduction per occurrence. Unlimited deductions.

Failure to return any I-9 document to visitors. deduction per incident. Applies to entire PRS/QASP. Unlimited Deductions.

- for any failure to follow established protocol from NIHDP to include but not limited to: Contraband, Bicycles, Daycare, Pets, Handicap Visitor access procedures. Unlimited Deductions.

Untrained security staff operating security equipment will result in a deduction. Unlimited deductions apply.

A1.5 Shuttle Inspections

Security Guards will inspect NIH shuttles entering campus.

Security Guards will screen all drivers and passengers and issue the required Visitors’ Pass and Vehicle Inspection Pass using the critical steps specified in the NIH SOP.

Critical Steps:

Greet and check Driver and Passenger for valid NIH ID Badge in a manner that exemplifies established customer service practices.

1. All employee passenger badges will be inspected manually or by use of a portable device which will provide a green light for an acceptable scan.

2. Direct all passengers without NIH ID badges to the screening area for processing, along with any bags they are carrying to be screened.

3. Conduct Ion swab of steering wheel of shuttle and personal effects of visitors.

4. Conduct physical vehicle inspection as needed.

5. Issue vehicle inspection pass and/or place a new time stamp on existing pass.

6. Any failure to follow established protocol from NIHDP to include but not limited to: Contraband, Bicycles, Daycare, Pets, Handicap Visitor access procedures.

* NO ID CHECKS AT BAYVIEW PERIMETER.

No security breaches of unauthorized personnel and contraband to NIH through CVIF per quarter.

Typical vehicle inspection time limits should not exceed:

1-Single vehicle 4 Minutes.

2-A group of vehicles, defined as under the canopy area, not more than 11 minutes.

Quarterly Breaches of Security:

0 Breaches: + 1 Breach:-

2 Breaches:-

3 Breaches:- 4+ breaches deduction per occurrence, unlimited deductions.

Failure to return any I-9 document to visitors. deduction per incident. Applies to entire PRS/QASP. Unlimited Deductions

A1.6 Underground Parking Facility Inspections

Security Guards are to conduct the vehicle inspections using the critical steps specified in the NIH SOP.

Critical steps:

1. Greet and check for current temporary vehicle inspection pass in a manner that exemplifies established customer service practices. If there is one, allow access (within 4 minutes from timestamp.) (3 minutes from MLP-7 to 45 garage)

2. If vehicle does not have a vehicle inspection pass or more than 4 minutes has elapsed since the inspection was accomplished, conduct a new vehicle ion swab of steering wheel and any storage compartments including trunk or direct vehicle back to MLP-7 if parking at or under Bldg 45) No breaches of unauthorized personnel and contraband into NIH parking facilities per quarter.

Quarterly Breaches of Security:

0- Breaches:

1- Breach:-

2-Breaches:

3+ Breaches: deduction per occurrence, unlimited deductions.

A1.7 Loading Dock Control

Security Guards shall restrict building access via loading docks to authorized personnel only.

Critical Steps:

1. Greet in a manner that exemplifies established customer service practices and verify NIH ID badge if employee, if visitor, issue or verify visitor’s badge, or send to location that can issue a visitors badge.

Perform 2 and 3 if applicable:

2. Screen packages if applicable

3. Allow entry to building to deliver packages

No breaches of security, with person gaining unauthorized access to NIH facilities via a loading dock.

Quarterly Breaches of Security:

0- Breaches:

1- Breach:

2-Breaches:

3 Breaches:-

4+ Breaches:- from bonus, unlimited deductions.

Unauthorized personnel gain access through loading docks: - per incident Failure to return any I-9 document to visitors. deduction per incident. Applies to entire PRS/QASP. Unlimited Deductions.

NIH Objective B: Deliver guard services that are tailored to the nature, work requirements, and physical demands of each post.

Quarterly Financial Incentive/Disincentive: + to Unlimited Deductions B1.0 Required Service: Roving Patrols

B1.1 Roving Patrol Services Security Guards will conduct roving patrols in accordance with Post Orders, Special Orders, and instructions from the NIH PO.

Roving patrols will report unauthorized persons, unattended packages, or other suspicious conditions outside/inside or entering NIH buildings to the NIH PD and local jurisdictions if outside the NIH Campus.

Security Guards will follow SOPs for reporting incident.

Critical Steps:

1. Follow established roving route

2. Report unauthorized persons, vehicles, packages or other objects that are undetected or have not been reported.

3. Each post with a roving patrol must maintain and document a separate events journal.

100% performance of roving patrols during NIH PO defined times of performance.

100% compliance with Guard Post Orders, SOPs and site specific orders

Announced and unannounced inspection of Roving Patrol log and observation of Roving Patrol services.

Unauthorized vehicles, persons and/or package enter the NIH undetected by roving patrols.

Failure to follow post orders, SOPS and Special Orders.

No unauthorized persons, vehicles, packages or other objects at building exteriors/interior undetected or unreported: per quarter.

Quarterly Breaches of Security:

0- Breaches:

1- Breach:-

2-Breaches:- 3+ Breaches - Unlimited deductions.

per unauthorized vehicle, package or other object. Unlimited Deductions.

Failure to follow proper roving procedures as defined in Post orders or Special Orders: - per incident. Unlimited Deductions

B2.0 Required Service: Related Security Services

B2.1 Related Services

Security personnel shall provide additional related guard services to include:

· reporting of hazardous conditions, maintenance of order around guard posts,

· protection of government property and personnel,

· rendering first aid and obtaining emergency medical support, responding to civil disturbances as needed to assure the overall safety and security of the NIH.

· and as further defined in Appendix B, pages 4-6 of the contract.

Critical Steps:

1. Report all hazardous conditions

2. Protect Government property

3. Render first aid and any other emergency medical support

4. Respond to civil disturbances as needed

No instances of non-compliance with a related security directive or inaction on a substantiated safety report.

Confirmation by the NIH PO that requested related services were provided.

Providing any life saving procedure.

+$1,000 bonus per incident, per quarter. NTE: per quarter. Incident report required.

Failure to comply with related security services: - deduction starting with the first verified incident. Unlimited Deductions.

Failure to render first aid and any other emergency medical support deduction per incident.

B2.2 Electronic Security Monitoring

Security Guards will monitor CCTV system and video surveillance feeds of building perimeters, exteriors and interiors for specific NIH facilities.

Security Guards will monitor alarm systems and fire annunciators within designated buildings reporting incidents and alarms to the NIH PO,PM and/or shift supervisor.

Critical Step:

1. Report any suspicious activity and/or incidents.

2. Security Guard will investigate and respond to all alarms.

100% monitoring and reporting of incidents discovered via electronic surveillance systems

100% response rate to alarms and annunciators.

Unannounced inspection and observation of Security Guards at electronic monitoring stations

Review and inspection of alarm and annunciator reports and follow-up of all incidents.

Report and respond to all CCTV incidents, alarms and other incidents reported by electronic means. per quarter.

Failure to report and/or respond to CCTV incident or Lack of ability to adequately select and operate cameras.

1 Incident -

2 Incidents-

3+ Incidents - Unlimited Deductions Failure to report and respond to alarms and incidents discovered via electronic means: per incident Unlimited Deductions

B3.0 Required Service: Emergency and Additional Temporary Services

B3.1 Emergency Services

In emergency situations (i.e. riots, building explosion, catastrophes etc.) and as defined in appendix B, pages 6-7 of the contract, Security Guards will provide direct support to the NIH PD and the Incident Commander.

The PM or Shift Commander will provide accurate and detailed information as to the resources available to support the NIH PD and will provide recommendations as to the most effective assignment of security personnel, including redeployment of guard resources to handle emergency events and long term incidents. This must be done within NIH PO’s timeframe.

Critical Step:

Provide Emergency Support as needed.

100% direct support of NIH PO and Incident Commander in response to requests for emergency support.

100% accuracy of resource report information to Incident Commander.

Observation and inspection of guard services in emergency situations

Access to no notice exercise after action reports on demand from NIH PO

Failure to provide emergency support deduction per incident per quarter

B3.2 Temporary Additional Services

The security vendor will maintain a reserve force of security personnel with equal skills and training as provided to the regular NIH security force.

This reserve force will be available upon request for high priority situations, within 1 hour;

For special events, and openings of new or temporary posts at NIH facilities within 48 hours. These requirements are further defined in appendix B, page7 of the contract.

Critical Step:

Provide reserve Security Officers for emergency situations, special events and opening of new or temporary posts at NIH facilities, upon request.

100% of reserve force with NIH training, skills and qualifications as existing guard force

100% of requested force size provided for emergency situations, special events, and new or temporary posts.

Review of TAS guard service personnel credentials upon request by the NIH PO

Observation and inspection of TAS guard services in emergency situations, at special events and temporary assignments.

Drill requests from NIH PO to test availability of reserve force.

Failure to respond and fulfill TAS requests -deduction per incident for emergency situations per quarter.

deduction per incident for special events, and openings of new or temporary posts where required staffing was not provided.

NIH Objective C: Operate a screening / training program that ensures that security guards have no criminal background and have requisite training, experience and capabilities to perform their duties.

Quarterly Financial Incentive/Disincentive:+ Bonus to Unlimited Deductions C1.0 Required Service: Training and Recruitment

C1.1 Training

Personnel training shall be accomplished prior to any duty station assignments or performance of contract support.

Primary training modules, such as CPR training, NIH Orientation and similar critical training are essential to the performance of duties and shall be completed during contract transition for existing personnel.

Customer Service training shall be provided to all security guards and shall also become part of the refresher training given annually. Customer Service Training will focus on: the Security officers providing unique levels of customer service including providing public services to support the NIH PD, and adhering to customer service standards that treat all NIH personnel and visitors with respect and professionalism.

Specialized equipment training will be completed prior to employee utilization of specialized equipment and will be provided to the vendors training staff who will then train the Security Officers.

Successfully passing unannounced testing conducted by the NIH Community Policing Officer.

Security Officers must complete all annual NIH mandated training to include any on-line training.

PM and QAM shall exercise authority to re-train individual guards, specific security groups, or the entire guard force in order to remedy knowledge or procedural deficiencies at no cost to the Government.

100% completion rate of primary training modules prior to commencement of work

100% completion rate for equipment training prior to equipment use, to include:

-Visitor Badging System (VBS)

-Delta Barriers -X-Ray Machines -Ion Scanners -CCTV cameras -Magnetometers -Handheld Badge Scanners

-Alarm Systems

- Under Vehicle Scan 100% completion rate for all NIH mandated computer training and any other training required, to include:

-Security Awareness Training

-Specific building and/or location training as required for that location.

100% pass rate of each unannounced test.

All security officers will carry certification cards for first aid, CPR and specialized equipment training and will make these cards available for spot inspection.

All personnel training files may be reviewed and inspected by NIH PO and/or NIH QAEs on demand.

POC card for comments and concerns.

Observed per event by testing administrator/NIH Community Policing Officer.

Maintain all primary training documentation; including up to date documentation in employee files:

- deduction per undocumented Security Officer. Unlimited Deductions Completion of all special equipment training; including a Quarterly list of personnel and location of assignment and up to date documentation in employee files: deduction for each incident

- deduction per Security Guard not receiving Specialized Equipment. Specialized equipment recertification must be accomplished annually, not later than 31 August of each contract year.

Training/Recertification. Unlimited Deductions.

Quarterly reporting will be on same schedule as reporting for the QASP/PRS.

Failure to complete all NIH Mandated Training after the first notice.

deduction for each failed test.

Improper operation of delta barriers due to operator error or lack of training - per deployment. Unlimited deductions.

deduction per Security Officer not completing training. Unlimited deductions.

C1.2 Screening

Contractor must ensure all personnel working at NIH have a Maryland Security Guard License, if not, they should have completed a Maryland Security Guard Certification (MSGC) application and receive license within 6 months of submission of application.

In addition each Security Officer must have an I-9 Form of identification, evidence of having passed a physical exam, an English proficiency test and a drug screen test results. Drug screen results must be made available within three workdays for employees hired since 1 Sep 2008.

The vendor must process all current and future employees through an online government database, called E-Verify to verify their legal working status according to Executive Order 12989, signed on June 9, 2008 by the President.

All vendor staff assigned to the Security Guard contract must provide proof of completing the NIH Non-Disclosure forms.

Security Guards assigned to posts/locations with specialized training and/or a higher level security requirement must be certified and maintain all necessary certifications/training for that location/post.

100% completion of MSGC application for all security guards.

100% completion of I-9 Identification, physical examination, English Language proficiency, Non-Disclosure forms and drug screening tests.

100% of guard personnel must be processed through E-Verify All vendor employees must comply w/random drug screening administered by the government, employees that fail to comply will be removed immediately from the contract.

During the quarter, personnel files will be randomly selected and reviewed by the NIH QAEs to ensure the contractor has all required certifications and documents in each selected folders.

All employee files will be inspected for compliance with E-Verify by NIH PO and/or NIH QAEs without notice and on demand.

Completion of Screening Process to include: MSGC applications, I-9 forms of identification, English language tests and drug screens. - deduction for any file without the required documentation. Unlimited deductions.

Failure to provide any missing documentation within three business days will result in deduction per each day late. Unlimited deductions.

Completion of E-Verify Process: Any employee not processed through E-Verify or did not receive E-Verify clearance to work must be terminated immediately.

There will be a - per occurrence deduction for each failure to process employees through E-Verify, unlimited deductions

NIH Objective D: Provide efficient and effective customer service and, where possible, reduce costs while maintaining acceptable performance levels.

Quarterly Financial Incentive/Disincentive: + to Unlimited Deductions D1.0 Required Service: Professional Guard Services and Complaint Monitoring

D1.1 Professional Performance

Delivery of guard services shall be provided in a manner that ensures that a positive and professional image is communicated to NIH employees and visitors.

Security Officers will demonstrate professional conduct and demeanor as defined in internal vendor requirements and as accepted in standard professional business decorum.

Security Officers shall refrain from any lewd or criminal behavior that reflects poorly on the NIH. Vendor staff must notify the Project Officer / his or her designee of any arrests.

No substantiated complaints regarding guard services, officer behavior or other unprofessional behavior in a reporting period.

No egregious behavior reported during the quarter.

Adjudicated complaints provided by the NIHPD Project Officer or designee.

Placement of signs at all vehicle and building inspection stations stating:

To submit comments regarding the guard services, please email guardcomments@ors.od.nih.gov.

No substantiated complaints received for one quarter: bonus

1-2 substantiated complaints: - from bonus

3-4 substantiated complaints: - from bonus 5+ substantiated complaints: --- Unlimited Deductions for any additional substantiated complaints.

1st egregious behavior offense, guard is removed from contract immediately and there will be a - deduction per occurrence.

D1.2 Complaint Monitoring

QAM will review all complaints and recurring infractions and conduct Root Cause Analysis to determine proper adjudication of complaints and recurring infractions.

Valid complaints and recurring infractions will undergo weekly review to determine if a pattern of complaints can be identified and define a course of action to alleviate that pattern.

100% of all complaints received will be reviewed by the vendor and Root Cause Analysis will be completed for all adjudicated complaints within 7 business days of complaint receipt.

100% reduction of recurring valid complaints.

QAM weekly reports shall outline findings of each Root Cause Analysis and provide complaint pattern actions and solutions.

Complete investigation of all substantiated complaints or recurring infractions within 7 business days and/or upon immediate request from the COTR or designee.

per occurrence. Unlimited Deductions.

Failure to reduce recurring complaints and recurring infractions from month to month reporting: per instance NTE - per quarter

D1.3 Post Staffing The vendor shall ensure that the specified number of guards are at all designated posts during the required hours as specified by the Government and that those Guards are trained and certified for that post.

- deduction per guard per post for each 15 minute period up to one hour. per person per post for any other absence per shift, per post and/or if unstaffed for the entire shift.

Unmanned Cold Start Posts will result in a - deduction for each 15 minute period up to one hour.

Unlimited Deductions

- for each Untrained Guard-Unlimited Deductions.

D1.4 Government Issued Property

The vendor shall ensure that any government issued property is operated/maintained and handled in a responsible manner by all personnel that may be authorized and/ or required to utilize that equipment.

Critical Steps:

1-Computers will only be used for authorized government business.

2- No government issued property will be subjected to misuse, neglect or destruction. (Does not include normal wear and tear.)

deduction for each instance where government issued property is misused/ destroyed or mishandled in any other negligent manner, including key control.

NIH Objective E: Implement a continuous improvement program to identify and implement changes that will increase the operational efficiency and effectiveness with which security guard services are provided.

Quarterly Financial Incentive/Disincentive: + bonus to Unlimited Deductions

E1.0 Required Service: Continuous Improvement

E1.1 Administrative Officer Inspections:

Vendor Site Supervisors will conduct daily guard inspections prior to guard assignments at NIH posts to ensure guards are in complete, required uniform and have required equipment.

Post Order Reviews:

APM, PM, and QAM will perform unannounced weekly spot inspections of unannounced posts including no notice reviews of approved SOPs.

Awake and Alert:

100% of all Security Guards must be awake and alert at their posts.

Survey:

Conduct Customer Satisfaction Survey to measure customer satisfaction with guard services when scheduled.

English Proficiency:

PM or APM will ensure that all Security Officers can communicate clearly and effectively in English, both orally and in writing.

Personnel File Reviews:

QAM will perform internal audits of employee files to confirm that all required documentation is present and up to date.

Customer Service Training:

Train 100% of all guards on customer service at no cost to the Government.

100% of guard personnel properly uniformed and equipped to perform assigned duties, while presenting a professional image.

100% of NIH post orders must be up to date within the last twelve months and available in post binders. Vendor will complete an annual update of all active post orders and present to the project officer for approval. Once approved the vendor will add to Guard Duty book for each post.

100% of all MVM Security Guards must be awake and alert at their posts.

Customer satisfaction Ratings for Security Guard Services.

Any complaints where a Guards’ English is hard to understand or the Guard fails to comprehend what is being spoken.

100% of files reviewed are complete, accurate and up-to-date.

All Completed folders to contain the following certificates:

· NIH Orientation

· High School Diploma or GED

· American Red Cross CPR

· First Aid Certification

· Copy of Guard Card

· I-9 Verification

· Evidence of Physical and Drug Screen

· Language Proficiency Results

· E-Verify (if Required)

· 40 Hour Guard Training

· Quarterly Training Update

· Customer Satisfaction Training (100% Trained)

· Train the Trainer

· Specialized Equipment:

· Delta Barriers

· X-Ray Machines

· Ion Scanners

· CCTV cameras

· Magnetometers

· Alarm Systems

· Visitors Badging System

Other equipment deemed necessary by the NIH PO

Train 100% of all guards on customer service at no cost to the Government.

Spot inspections by vendor management and/or NIH PO and NIH QAEs

QAM weekly reports containing findings of Officer inspections must be complete and submitted by the due date to the NIH QCM

Monthly unscheduled inspections by QAEs of available post orders and SOPs located in the Guard Duty Book at posts on and off campus.

Regular surveillance of select posts by QAEs, NIH DP and other staff members.

Survey of NIH employees' satisfaction with security guard services. Percentage is calculated based on averaging the ratings for the relevant survey items, and the average is converted to a percentage.

Results of third party testing.

NIH QAEs and/or NIH PO or a designee will conduct unannounced review and inspection of employee files to include Project Management staff to verify that all training and employment documentation is in each individual employee file.

- per infraction, unlimited deductions for incomplete uniform or missing equipment

- per infraction.

Unlimited deductions for incomplete or missing post orders.

- per occurrence. Unlimited Deduction.

for survey results between 90 and 100% satisfaction

- 80 to 89% satisfaction

- 70 to 79% satisfaction

69% or below – NO BONUS

- deduction per occurrence, Unlimited Deductions.

deduction per occurrence. Unlimited deductions.

- per incident where any Guard on post is not trained in Customer Service, and reflects poorly on the NIH with regard to greeting visitors, speaking and customer interaction.

E2.0 Required Service: Contract Reporting

E2.1 Reporting Requirements

The following Deliverable reports will be completed and submitted by their due dates:

· QC Report w/Corrective Action Plan

· Guard Incident Report by end of shift.

· Invoice timely submission, by the 2nd Wednesday of each month.

· Weekly utilization report of vendor staffing hours by location and post to include open posts.

· Other reports as required by the NIH PO or designee.

· Monthly report of current Visitors Badging System (VBS) users by the 27th day of each month.

· Monthly report of new/departing staff members.

100% of all reports provided within the deadlines established in the Guard Services SOP and the PWS Deliverables List

100% Monthly Arrival and Departure Report (GSA 139) will be made available to NIH PO by the 7th day of each month.

PM to submit accurate reports by the due dates stipulated by the NIH PO or designee or in the SOPs.

Provide complete and accurate reports by the due dates + bonus per quarter;

deduction for any report not received unless otherwise indicated.

- for each monthly invoices received late.

>Failure to notify the NIH PO or designee on a timely basis, of any significant incident will result in a deduction per incident. Unlimited deductions.

- for each Visitors Badging System (VBS) report not received by the 5th of each month, NTE -.

Statement of Objectives / Service Area Alignment

Objective A: Maintain a safe and secure environment at NIH.

Service Area: Guard Services

Objective B: Deliver guard services that are tailored to the nature, work requirements, and physical demands of each post

Service Area: Guard Services

Objective C: Operate a screening / training program that ensures that security guards have no criminal background and have requisite training, experience and capabilities to perform their duties.

Service Area: Program Management

Objective D: Provide efficient and effective customer service and, where possible, reduce costs while maintaining acceptable performance levels

Service Area: Program Management

Objective E: Implement a continuous improvement program to identify and implement changes that will increase the operational efficiency and effectiveness with which security guard services are provided.

Service Area: Program Management.

Rev3-Security QASP-PRS 11/12/14.doc

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