Draft Watermark Scope of Services_RCC_OM_ Ser.pdf

DRAFT

EXHIBIT A

SCOPE OF SERVICES

On behalf of the City of Atlanta’s (“City” or “COA”) Department of Aviation (“DOA”), the selected contractor (“Contractor”) shall provide comprehensive operations and maintenance services (“Services”) to support and maintain the 128,000 square foot Rental Car Center (“RCC”) facility and associated Service Facilities at Hartsfield-Jackson Atlanta International Airport (“ATL”) as more fully described in Section 1.1 below (“Service Facilities”) for an initial term of five (5) years with a single two (2) year renewal option to be exercised at the sole discretion of the City.

A. General Scope of Service

I. Cost-Reimbursable Contract . The Contractor shall perform the Contract requirements and objectives set forth in this Exhibit A, Scope of Services on a cost reimbursement basis. Additionally, the Contractor shall be compensated for providing its Services by payment of a Management Fee (as defined in Section 11.C) in accordance with Exhibit A.1, Compensation. This Scope of Services represents the City’s and DOA’s performance objectives and the minimum levels of service provided by the Contractor.

II. Highest level of efficiency. The Contractor shall closely monitor all aspects of work, identify deficiencies, and implement corrective action, without reliance on the City’s Authorized Representative’s oversight. Contractor, within the scope of this Contract, shall operate and maintain the Service Facilities at the highest level of efficiency.

Effective communication between the City), DOA and Contractor is essential.

III. Additional Facilities/Services. All Service Facilities will require 24-hour facilities management, to ensure that each facility is clean and properly maintained to include but not limited to, mechanical, electrical, plumbing, structure, elevator/escalator (“vertical transportation”), exterior grounds, janitorial, and security services. The City hereby reserves the right to establish, at any time, additional services that may benefit the RCC.

Adjustments to the Management fee shall be in accordance with the provisions of the Contract.

IV. Patron Claims and Complaints. The contractor shall promptly investigate and resolve all claims and complaints, including personal injury or property damage. Contractor shall furnish the City’s Authorized Representative with a copy of the claim or complaint within twenty-four (24) hours of the claim or complaint and the Contractor’s documentation of its investigation of the claim or complaint, and its written response within forty-eight (48) hours of resolution.

V. Lost and Found Articles. All lost articles found by Contractor or Contractor Personnel, or which are found by patrons and given to the Contractor, shall be placed in Airport Lost and Found, within 24 hours. Contractor or Contractor shall have no right to reclaim said articles. The Contractor shall keep a log of all lost articles.

VI. Transition Period. The Contractor is expected to begin providing ramp-up services after the Effective Date over a period of sixty (60) calendar days (“Transition Period”). The Transition Period will include a transition of senior management, allowing the Contractor's leadership to become familiar with the Service Facilities and begin interaction with the City’s Authorized Representative. Within sixty (60) calendar days of the Effective Date of the Contract, the Contractor is expected to have a significant presence on-site as substantial work and training will be needed to prepare the Contractor’s team to commence Services on the date of the conclusion of the Transition Period (“Commencement Date”).

VII. Capital Improvement Projects. A Capital Improvement Project refers to any planned physical improvement, upgrade, addition, or major repair to the Service Facilities that is expected to extend its useful life by more than one (1) year, increase its capacity, or enhance its overall value or function. Such projects typically involve significant expenditure and are capitalized in accordance with applicable public sector accounting standards. Examples include, but are not limited to, roof replacement, HVAC system overhauls, elevator/escalator modernization, structural rehabilitation, and the installation or replacement of major building systems.

a. Any maintenance, repair, or replacement activity required under this Scope of Services on a Capital Improvement Project shall only be performed by the Contractor if expressly authorized in writing by the City’s Authorized Representative. The City’s Authorized Representative shall determine whether such maintenance, repair or replacement activity forms part of a Capital Improvement Project. Upon such determination, the Contractor shall promptly notify the City’s Authorized Representative by providing a detailed description of the required work, including an assessment of scope, estimated costs, and potential impacts to facility operations. The City’s Authorized Representative reserves the right to procure, manage, or assign such Capital Improvement Work through a separate contract, procurement process, or amendment to this Contract.

The Parties shall negotiate and agree the terms, including scope, schedule, and compensation.

Section 1 - Scope Of Services

1.1. The Scope of Services shall be performed during the ramp-up period as well as during the term of the contract for the following Service Facilities as identified in Attachment A, RCC Operations Map which includes but is not limited to:

• Rental Car Center - Customer Service Center (CSC).

• Rental Car Center – North Parking Garage/”Deck” (NPD) and South Parking

Garage/”Deck” (SPD) o Only common spaces are included in the scope of service and designated areas listed in the General and Preventative Maintenance Schedule.

• Rental Car Center - DOA Office Space.

• Rental Car Center - Customer Parking Lot (Eastside).

• Rental Car Center - Service Vehicle Parking Lot (Westside).

• Three (3) Automated People Mover (APM) Stations – Platforms and designated ground level areas:

o Airport Station (APS Station).

o Gateway Station (GICC Station); and o Rental Car Center (RCC Station) Station.

1.2. The Contractor shall provide 24-hour/7 days per week management, supervision, labor, material, equipment and supplies for efficient, effective, and satisfactory operations, scheduled and unscheduled maintenance, custodial needs, and repair of equipment and systems located within the Service Facilities. The Contractor shall provide the following services:

1.2.1. Coordinate with the DOA for the transition of the Service Facilities to new

Contractor, if applicable.

1.2.2. Establish agreements for commodities and services (electricity, water, gas, etc.), in accordance with the City Code of Ordinances, when applicable.

1.2.3. Attend progress meetings as requested by DOA.

1.2.4. Prepare written reports for DOA outlining issues concerns and questions related to the existing condition of the Service Facilities.

1.2.5. Operations and maintenance of all vertical transportation systems and equipment

(“elevator/escalator”) and shall report and log all issues identified during routine maintenance to include all Capital Improvement Projects.

1.2.6. Maintain all electrical, mechanical, plumbing, building automation systems (BAS), and heating, ventilation, and air conditioning (HVAC), fire protection and life safety systems and equipment specifically related to the scope of services and shall report and log all issues identified during routine maintenance to include all Capital improvement projects.

1.2.7. Custodial Services for all Service Facilities.

1.2.8. Landscaping services and maintain irrigation systems and shall report and log all issues identified during routine maintenance to include all Capital improvement projects.

1.2.9. Structural repairs and shall report and log all issues identified during routine maintenance to include all Capital improvement projects.

1.2.10. Service request operations to include record keeping using a computerized maintenance management system (CMMS).

1.2.11. Contractor shall provide read-only access to CMMS for the entire duration of the contract.

1.2.12. Maintain locks, key control process, static, dynamic and barrier systems, in the event vertical transportation needs to be closed off and/or for queuing, should there be an ATL Sky Train outage.

1.2.13. Collaborate with DOA Landside and Crystal Movers or other authorized vendors during an ATL Sky Train outage.

1.2.14. Maintaining storm drain systems at the RCC, and shall report and log all issues identified during routine maintenance to include all Capital Improvement projects.

1.2.15. Effective Management. Make effective management and operational decisions to meet or exceed the quality standards required under the Contract. The Contractor may use technology, innovation and other means or methods to develop and perform the most efficient services available to ensure the Service Facilities meet and exceed the contractual specifications of this Contract.

1.2.16. General and Preventive Maintenance. Maintain General and Preventive

Maintenance Schedule for all Service Facilities and shall report and log all issues identified during routine maintenance to include all Capital improvement projects.

1.2.17. Coordination and Organization. Assisting with coordination and organization of time management schedules for all Service Facilities’ related projects and providing overall facilities management coordination with the appropriate jurisdictions and ATL, as applicable.

1.2.18. Annual Performance Evaluation. Prepare and maintain an annual performance plan to be completed by the Service Facilities stakeholders as outlined in the Operations and Procedures Manual (the “Manual”).

1.2.19. Mystery Secret Shopping Program. Contractor shall hire a third-party company for the provision of secret shopping services to monitor and test the quality and effectiveness of the Operations and Maintenance Services and Contractor’s compliance with the terms and conditions of the Contract. A minimum of five (5) secret shops shall be performed per month with results available in real-time. The secret shop questions shall be approved by the City’s Authorized Representative, and the written results of this service shall be provided with the Monthly Operating Report by the 10th day of the following month. In the event such shopping service is below that required by the Contract, Contractor shall take corrective action or be subjected to annual performance review incentive deductions accordingly. The contractor must ensure internal and external patron and personnel satisfaction surveys are conducted to determine the level of satisfaction and submitted monthly.

1.3. Changes in Scope of Operations. The city may, at any time with written notice, make changes to the Operations and Maintenance services, including but not limited to the changes listed below, necessary to fulfill the needs of the traveling public or to accommodate changes in the design or use of the Service Facilities.

1.4. Changes to Operating & Procedures Manual, Premises, Equipment or Assets. Changes to the operating procedures shall be made by revision of the Manual, as defined in Section

1.7. Each approved change to the Manual shall be deemed to be automatically incorporated into the Contract by reference without the need for a contract amendment.

1.5. Changes to Operations. As directed by and subject to the prior written approval of the City’s Authorized Representative, the City may, at its sole discretion, with thirty (30) calendar days’ written notice to the Contractor.

1.5.1.1. Assign to the Contractor additional Service Facilities, including surface lot areas and structures.

1.5.1.2. Assign to the Contractor any additional or temporary Service Facilities, in accordance with all the terms, provisions and conditions of the Contract.

1.5.1.3. The City shall retain the authority to reduce Operations and Maintenance services and staffing because of a significant decrease in passenger activity for a sustained period of more than 30 days. If this occurs, an appropriate reduction may be made to the Management Fee. Operations and Maintenance services may be deleted from the Contract at the City’s sole discretion.

1.6. Changes to the Budget. Changes shall be incorporated and reflected in the Operating

Budget as defined in Section 11. A-1.

1.7. Operations and Maintenance Manual. The Operations and Maintenance Manual (the “Manual”) shall provide basic guidance on policies, practices and procedures covering all aspects of Facility Management, Operations and Maintenance. The Manual and the procedures contained therein shall be developed by the Contractor based upon its best judgement and shall reflect an understanding between the Contractor and the City in its preparation of the Manual and shall incorporate all information provided by the City into the Manual.

1.7.1. The contractor shall comply with all provisions of the Manual. Failure to do so may lead to termination of the Contract.

1.7.2. The Manual shall be kept current by Contractor throughout the term as follows:

1.7.2.1. The information in the Manual shall be reviewed by the Contractor and the City by June 30 each year in preparation for the new fiscal year, unless otherwise agreed upon.

1.7.2.2. Either the City or Contractor may propose a revision to the Manual and shall initiate the proposed revision by sending it to the City or Contractor, as appropriate. All Manual revisions shall be subject to the approval if the City’s Authorized Representative before incorporation into the Manual.

Each revision to the Manual shall have a revision number and date.

1.7.2.3. The Manual and all revisions made thereto must be consistent with the

Contract including the Scope of Services.

1.8. Permitted Subcontracting Activities.

1.8.1. Contractor may execute subcontracts with qualified contractors and suppliers to provide the Services required or authorized by the Contract. Contractor shall remain responsible to the City for ensuring that the performance of subcontractors complies with the Agreement and is acceptable to the City. The Contractor shall pay subcontractor invoices when due unless directed otherwise by the City. The proposed subcontract specifications and the proposed subcontractor must be approved by the City’s Authorized Representative prior to the execution of any subcontract.

1.8.2. Specifications. The Contractor shall make the best efforts to adhere to the City of

Atlanta Procurement and Real Estate Code. Specifically, Contractor should obtain a minimum of three (3) bids for each subcontract with a value of $2,500 or greater, or as otherwise approved in writing by the City’s Authorized Representative. The contractor shall document its efforts to obtain alternative providers and competitive bidding and shall provide those documents to the City’s Authorized Representative upon request.

1.8.3. Costs. Approved subcontractor operating expenses shall be included in Contractor’s Operating Budget.

1.8.4. Permitted Subcontracting Activities/Services. The following activities may be subcontracted. Contractor shall use its best efforts to subcontract with certified minority and female-owned businesses whenever possible. This list may be expanded as necessary by the City. Contractor may enter additional subcontracts as approved in advance by the City’s Authorized Representative.

The Management Fee paid to Contractor will not be increased to reflect such listed or additional management responsibilities except as provided in the Section herein titled “Adjustments to Management Fee”. Contractor is responsible for managing all listed and additional subcontracting services/activities during the Term of the Contract.

1.8.4.1. Custodial Services

1.8.4.2. Public Safety Service

1.8.4.3. Customer Experience (CX) Training

1.8.4.4. Uniform Service

1.8.4.5. Pest Control Service

1.8.4.6. Mystery Shopping Service

1.8.4.7. Landscaping Service

1.8.4.8. Vertical Transportation Service

1.8.4.9. Window Cleaning Service

1.8.5. Terms of subcontractor agreements shall not extend beyond or be transferrable

(with City’s prior approval) beyond the Term of this Contract. Upon the termination or expiration of the Contract, Contractor shall bear the sole responsibility for any subcontractor obligations that extend beyond the Contract’s termination or expiration date. The City shall have no liability or obligation to subcontractors at any time under the Contract.

1.8.6. The Contractor shall provide the City with a copy of executed subcontracts within ten (10) days of execution. The City’s Authorized Representative has the right to approve or reject any subcontract arrangements.

1.9. Procedures for Reporting, Response and Resolution. Contractor shall immediately inform the City and Atlanta Police Department (“APD”), if applicable, followed by a written Incident Report within 24 hours of any incident involving personal injury and/or property damage.

The City’s procedures for handling these matters shall be included in the Manual. The time shall be measured from the time a request is transmitted to the Contractor until such services/maintenance have been completed.

Section 2 – Transition Period Services

2.1. The Contractor shall perform the following services during the transition period:

2.1.1. Coordinate with the DOA for the transition of the Service Facilities.

2.1.2. Establish agreements for services specifically related to the scope of services including but not limited to:

2.1.2.1. Vertical transportation systems and equipment (“elevator/escalator”).

2.1.2.2. Computerized Maintenance Management System (CMMS).

2.1.2.3. Custodial.

2.1.2.4. Landscaping.

2.1.2.5. Electrical.

2.1.2.6. Mechanical.

2.1.2.7. Plumbing.

2.1.2.8. Building Automated Systems.

2.1.2.9. Fire Protection and Life Safety Systems and Equipment.

2.1.2.10. HVAC Systems Maintenance.

2.1.2.11. Public Safety/Security.

2.1.2.12. Mystery Secret Shopping Program.

2.1.3. Prepare written reports to DOA outlining issues, concerns and questions related to the existing condition of the Service Facilities.

2.1.4. Contractor shall develop and implement a day-to-day operation of Service Facilities, including a general and preventative maintenance schedule, and manpower utilization.

2.1.5. In conjunction with DOA, review and provide comments regarding a contingency plan/emergency preparedness and response plan (“Emergency Plan”) for the Service Facilities.

2.1.6. The Contractor shall provide the Manual with the information set forth in this section to the City’s Authorized Representative, within sixty (60) days after the Effective Date, for review and approval. The Manual and all revisions thereto shall be automatically incorporated into and made a part of the Contract upon its approval by the City’s Authorized Representative. The Manual shall not be disclosed by the Contractor outside the City or outside Contractor Personnel at the Service Facilities.

2.1.7. The Contractor’s Manual shall be provided to the City’s Authorized Representative in hard copy and in electronic format compatible with the latest version of Microsoft Word or in another format as requested.

2.1.7.1. The Manual shall provide all information needed or desirable for personnel training on 24-hour/7 days per week operational structure, duties and responsibilities, including, but not limited to, the following items:

2.1.7.1.1. Company mission statement

2.1.7.1.2. Home office information

2.1.7.1.3. Operational overview

2.1.7.1.4. Organizational chart

2.1.7.1.5. Staffing chart

2.1.7.1.6. Position description

2.1.7.1.7. Personnel training and policies to include Comprehensive

Uniform Standards

2.1.7.1.8. Primary Operating Procedures, including Emergency Plan

2.1.7.1.9. Administrative reports

2.1.7.1.10. Financial, auditing, and accounting procedures

2.1.7.1.11. Public/Life Safety Procedures

2.1.7.1.12. Facility General and Preventative Maintenance Schedule

2.1.8. The Manual shall provide basic guidance on policies, practices and procedures covering all aspects of Facility Management, Operations and Maintenance. The Manual and the procedures contained therein shall be developed by the Contractor and reviewed by the City’s Authorized Representative for approval.

2.1.9. The Contractor shall comply with all provisions of the Manual. Failure to do so may lead to termination of the Contract.

2.1.10. The Manual shall be kept current by Contractor throughout the term as follows:

2.1.10.1. The information in the Manual shall be reviewed by the Contractor and the City by June 30 each year in preparation for the new fiscal year, unless otherwise agreed upon.

2.1.10.2. Either the City or Contractor may propose a revision to the Manual and shall initiate the proposed revision by sending it to the City or Contractor, as appropriate. All Manual revisions shall be subject to the approval of the City’s Authorized Representative before incorporation into the Manual. Each revision to the Manual shall have a revision number and date.

2.1.11. The Manual and all revisions made thereto must be consistent with the Contract including the Scope of Services.

2.1.12. Prepare and maintain an annual performance plan to be completed by the Service Facilities stakeholders as outlined in the Operations and Procedures Manual (the “Manual”).

Section 3 – Excluded Services

3.1. The following items are excluded from the Scope of Services:

3.1.1. Maintenance on any APM station dynamic signage, APM related decals or other fixed APM signage.

3.1.2. Maintenance on any APM station doors, station door audio speakers, station door warning lights, or APM access doors.

3.1.3. Stakeholder (i.e. Rental Agencies) allocated areas to include customer service counters, parking deck space and quick turnaround (QTA) space.

3.1.4. Non operations and maintenance related server room and electrical room equipment located at the Service Facilities.

Section 4 - Contractor Personnel Responsibilities

These responsibilities are not intended to fully describe all duties to be performed by Contractor or subcontractor personnel for each classification. The Aviation General Manager, or his/her designee, reserves the right to require immediate removal of any Contractor or subcontractor personnel for failure to meet the minimum requirements. The Contractor should have enough qualified personnel 24 hours/7 days per week, as outlined in Exhibit A.[4], Personnel Scheduling, or approved by the

DOA.

4.1. Contractor shall employ professional, well-trained Personnel, including qualified and trained assistant managers/supervisors and others to assure a high standard of service to fulfil its obligations under this Contract. Contractor shall use reasonable care to employ and retain Personnel who are qualified, competent and trustworthy. At minimum, Contractor shall, prior to hiring an applicant, determine the compatibility of the applicant working in a Customer Experience (“CX”) environment, test each applicant for the presence of illegal drugs and the presence of legal drugs in excess of medically approved standards, and examine the applicant’s criminal background history to determine instances of prior criminal convictions which would disqualify the applicant for a position of public trust. Personnel background checks shall comply with all local, state, and federal employment requirements.

4.2. Contractor, including any subcontractors or personnel working under this Agreement, must have sufficient proficiency in the English language to effectively perform the duties required under this Contract in accordance with The Equal Employment Opportunity Commission (EEOC) Regulation 29 CFR 1606.7 (i.e. interacting with customers, who primarily speak English, performing job related duties, emergency and safety situations, team collaboration, etc.).

4.3. No person shall be designated by the Contractor as a manager, supervisor or be placed in a supervisory position at any time without the City’s Authorized Representative's prior written approval.

4.3.1. The Contractor shall provide proper documentation, including all specified requirements, for supervisory personnel to the City’s Authorized Representative.

No conditional approvals will be made.

4.4. Contractors shall ensure that all Personnel are fully trained; have had sufficient on-the-job experience in each discipline under their supervision; have an intimate knowledge of the various tasks, equipment, and materials to properly train and direct the personnel in their individual tasks. This also includes the ability to use computers, associated hardware, business equipment, and the work order management system program.

4.5. Contractors shall maintain their workforce in a competent manner and to the quality level of these specifications and the industry "best in practice" requirement. They will be well trained in their respective activities, and maintain the appropriate efficiency and customer service attitude to meet the service demands at ATL.

4.6. Contractors shall comply with all local, state and federal regulations concerning maximum work hours, environmental conditions, and other personnel considerations.

4.7. Contractor Personnel shall maintain a good attitude and behavior. All Contractor Personnel must exhibit a high character, cooperative spirit, and congenial attitudes always they are on ATL premises.

4.8. Contractor Personnel shall act with professionalism, courtesy, use tact and diplomacy in all interactions with other personnel, internal and external Stakeholders and the travelling public.

4.9. The Contractor shall be responsible for maintaining satisfactory standards of competency, conduct, courtesy, appearance, honesty, and integrity, and shall be responsible for taking such disciplinary action with respect to any Personnel, as may be necessary including removal from the site.

4.10. The Contractor shall immediately remove or dismiss any Personnel found unfit to perform duties at the City Authorized Representative's request, due to one or more of the following reasons:

4.10.1. Neglect of duty.

4.10.2. Disorderly conduct, use of abusive or offensive language, quarreling, intimidation by words or actions, or fighting. Theft, vandalism, immoral conduct, or any other criminal action. selling, consuming, possessing, or being under the influence of intoxicants, alcohol, or illegal substances that produce similar effects while on duty.

4.10.3. In possession of any type of weapon on ATL property.

4.10.4. Organizing or participating in any form of gambling unlawful activities on ATL property.

4.10.5. Misuse of equipment, computers, or internet access.

4.10.6. Failure to follow Airport Access Security and Safety Measures DOA Safety Access and Internet Security Policies.

4.11. Loitering. The Contractor shall not be permitted to loiter in the Service Facilities or utilize the public seating areas of either of the Service Facilities. A designated breakroom shall be provided for personnel.

4.12. Minimum Wage Requirement. While there is no mandatory obligation under the terms of this

Contract, Contractor is encouraged to provide a livable wage rate to all Personnel. The City has established a minimum wage requirement of $15 per hour for all internal City personnel and the DOA has enacted a $20 per hour wage requirement.

4.13. Personnel Uniforms. Front-line Personnel (e.g. Custodial, Maintenance, Customer

Experience (CX) agents, etc.), who encounter the public must be in distinguishable uniforms and must always wear visible name tags (first name and initial of last name) during the entire work shift. The Contractor shall provide a Comprehensive Uniform Standards to include provisions for weather conditions, as part of the Operations Manual.

4.14. Personnel Records. The Contractor shall maintain current, accurate and detailed records on Personnel. These records shall include, but not limited to, name and address, date of hire, salary and benefits paid, training received, and performance reviews. The Contractor shall provide a “Personnel Hire and Separation Report” summary of employment activity concurrently with the Monthly Operating Budget Report.

4.15. Contractor Report on Wages and Benefits. Contractor shall, starting at the Commencement

Date of the Contract and with the submission of payroll supporting documentation, report to the City all wages and benefits paid to Contractor Personnel assigned to or providing the Services. The report will include reimbursable benefits. In addition to programs and benefits offered by Contractor to permanent, regular, full-time personnel beyond those required by law (Workers Compensation and Social Security), Contractor may offer country participation in 401(k) retirement programs. The Contractor shall forward to the City a copy of any collective bargaining agreements and amendments thereto prior to committing City to any financial obligations.

4.16. Holidays. For staffing purposes only, Contractor may recognize the following holidays: New

Year’s Day, Martin Luther King’s Birthday, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day. The contractor shall also ensure 24-hour service on all holidays.

4.17. Personnel Notification. Contractor shall inform all personnel in writing upon hiring that their employment is “at will” and that their employment may terminate anytime, including at the conclusion of the Contract Term.

4.18. Labor Laws. Contractor shall comply with the requirements of all applicable federal and state laws and regulations, including employment and withholding taxes, and shall maintain records demonstrating compliance with such withholding taxes. All records shall be available for inspection by the City for a period of not less than three (3) years after the end of the Term of the Contract.

4.19. Customer Experience (CX). Contractor shall train its personnel in CX according to a program approved by the City’s Authorized Representative and shall require all Contractor Personnel to undergo City-provided CX training with the objective of providing high-quality customer service that is responsive to public inquiries and needs and minimizes patron complaints.

Contractor’s Customer Experience Representatives shall attend a yearly customer experience training course that is provided by the DOA. In addition, Contractor shall provide a training program that shall include the following, at a minimum: 1) Title VI and ADA; 2) human trafficking; and 3) LGBTQIA+ training. Contractor may also provide additional CX training for its personnel at its own expense.

5. Section 5 Staffing Roles and Responsibilities

5.1. Facility Manager shall:

5.1.1. Report directly to the City’s Authorized Representative and will have the authority to fully represent the Contractor in all respects and responsibilities for the overall performance of this Contract.

5.1.2. Possess a minimum of ten (10) years' experience in the management of maintenance activities for systems, equipment, and components substantially comparable to the systems, equipment and components found at the Service Facilities which the Contractor is obligated to maintain under this Contract.

5.1.3. Be designated as the Contractor Emergency Coordinator (SPEC) and is responsible for maintaining the Emergency Preparedness and Response Plan for the Service Facilities.

5.2. Assistant Facility Manager shall:

5.2.1. Report directly to the Facility Manager and will have the authority to represent the Contractor regarding any issues associated with the operation and maintenance of the equipment, systems, infrastructure, warranties, and engineering practices associated with the Service Facilities.

5.2.2. Possess a minimum of five (5) years' experience in the management of maintenance activities for systems, equipment, and components substantially comparable to the systems, equipment and components found at the Service Facilities which the Contractor is obligated to maintain under this Contract.

5.2.3. Assist with Emergency Preparedness and Response Plan upon activation.

5.2.4. Act as Facility Manager when the Facility Manager is not available.

5.3. Mechanic/Maintenance Personnel shall:

5.3.1. Report directly to the Assistant Facility Manager.

5.3.2. Possess a minimum of three (3) years' experience in maintenance activities for systems, equipment, and components substantially comparable to the systems, equipment and components found at the Service Facilities which the Contractor is obligated to maintain under this Contract.

5.3.3. Assist with Emergency Preparedness and Response Plan upon activation.

5.4. Administrative Assistant Personnel shall:

5.4.1. Report directly to the Facility Manager.

5.4.2. Possess a minimum of three (3) years' experience in office administration, clerical, data entry, and/or front desk duties.

5.4.3. Assist with Emergency Preparedness and Response Plan upon activation.

5.5. Customer Experience Supervisor shall:

5.5.1. Report directly to the Facility Manager.

5.5.2. Possess a minimum of five (5) years' experience in managing and improving customer service operations and staff productivity. Excellent communication, interpersonal and training skills which the Contractor is obligated to maintain under this Contract.

5.5.3. Assist with Emergency Preparedness and Response Plan upon activation.

5.6. Customer Experience Representative shall:

5.6.1. Report directly to Customer Experience Supervisor.

5.6.2. Possess a minimum of three (3) years' experience in excellent communication, delivering exceptional customer service, ability to be flexible and working well with others.

5.6.3. Assist with Emergency Preparedness and Response Plan upon activation.

5.7. Custodial Manager shall:

5.7.1. Report directly to the Facility Manager.

5.7.2. Possess a minimum of five (5) years' experience to include but not limited to supervising custodial operations.

5.7.3. Oversee that Service Facilities are clean and in a safe manner that meets expectations as outlined in the Manual for custodial services, during the entire term of this Contract.

5.7.4. Assist with the Emergency Preparedness and Response Plan upon activation.

5.8. Assistant Custodial Manager shall:

5.8.1. Report directly to the Custodial Manager.

5.8.2. Possesses a minimum of five (5) years' experience including but not limited to a lead role in custodial operations, managing a work order ticket system and assigning work orders, support and training custodial team, meeting and exceeding goals and deadlines.

5.8.3. Oversee that Service Facilities are clean, neat, and in a safe manner that meets the expectations as outlined in the Manual for custodial services, during the entire term of this Contract.

5.8.4. Assist with Emergency Preparedness and Response Plan upon activation.

5.8.5. Act as Custodial Manager when the Custodial Manager is not available.

5.9. Custodial Personnel shall:

5.9.1. Report directly to the assigned Supervisor.

5.9.2. Ensure the Service Facilities are clean and in a safe manner that meets the expectations as outlined for janitorial/custodial services.

5.9.3. Assist with Emergency Preparedness and Response Plan upon activation.

6. Section 6 – General Specifications and Provisions

These general specifications and provisions apply to all attached articles, exhibits, and attachments. It provides the Contractor with the City's directions for performing operation and maintenance activities for Service Facilities. The provisions described here are intended to maximize the efficiency of operations and provide reliable and suitable conditions for the traveling public and Stakeholders. It is the responsibility of Contractor to provide services in a proactive, professional, and accurate manner that reflect the mission statements of ATL.

6.1. Contractor shall perform all obligations and functions under this Contract in accordance with and in adherence to the highest industry standards. All services, staff, equipment, and systems shall be maintained in an efficient and economical manner.

6.2. Contractor shall perform minimum tasks for general and preventive maintenance. The list of tasks for each system, or piece of equipment, and/or function, is not intended to be all-inclusive. Operations and maintenance of a "system" shall include all the components that make that system functional.

6.3. Contractor shall submit all general and preventive maintenance tasks and scheduled work changes to the City’s Authorized Representative prior to any changes being implemented, to ensure ATL operations are not disrupted by any changes in service frequency, method of operation and/or other work functions.

6.4. The City reserves the right to refuse and/or return, without penalty to the City, any service, product, and/or items provided by Contractor that are of poor or unsatisfactory quality or contain defective workmanship or material or fail to meet the standards specified herein.

6.5. Contractor's personnel will maintain daily electronic shift logs, for the operation of systems and the reading of gauges, meters and other operational condition indicators.

Copies of the logs or summaries shall be submitted monthly and upon request.

6.6. Contractor shall develop, modify, and execute operating plans and procedures pertinent to the systems on a routine basis and upon request, to assure optimum operational efficiency.

6.7. Contractor shall maintain all work areas in a neat and orderly fashion, keeping them free from obstacles. Contractor shall be responsible for the removal of its trash and waste to a dumpster, to be provided by the Contractor.

6.8. Contractor Personnel shall respond immediately to all emergency conditions at the

Service Facilities in such a manner as to reduce or eliminate any injury, loss of life and damage to property. Contractor Personnel shall exercise prudent judgment regarding the operation and maintenance of the Service Facilities during emergency conditions and shall make timely notifications to the City’s Authorized Representative to expedite the resolution of such conditions. Contractor shall immediately comply with any directive issued by the City’s Authorized Representative to resolve the emergency.

6.9. Where a newly installed system or major equipment component is added to the list of equipment to be maintained, Contractor's services under this Contract shall be limited to the routine operation and maintenance of the equipment during the system or component life span. The City shall require the manufacturer and/or installer to comply with such warranty to cover major repair, correction or replacement of equipment or components found to be defective or improperly installed and arrange for such work to be done in a timely manner. Contractor shall, however, respond to emergency service calls and shall assist in restoring operations to the extent requested by the City. The City shall reimburse the Contractor for the expense of the warranty period emergency visits where failure of warranty items was the cause thereof. Contractor shall notify the City’s Authorized Representative of any warranty problems noted; however, this expense shall not be part of the Management Fee.

6.10. Following the final acceptance of any new system by the City, the Contractor may make alterations or changes to the system to facilitate routine maintenance procedures. All such alterations or changes must have prior approval, in writing, by the City’s Authorized Representative.

6.11. The City’s Authorized Representative may make periodic maintenance inspections of the Service Facilities’ systems. During these inspections, all discrepancies and/or irregularities in the maintenance procedures outlined herein may be noted by the City’s Authorized Representative and forwarded, in writing, to the Contractor. Upon receipt of notice thereof, Contractor shall either act immediately to correct the discrepancies and/or irregularities or shall advise the City’s Authorized Representative, in writing, within 10 calendar days of the measures that shall be taken to correct the remaining items and the date the work shall be completed. In no event shall Contractor require more than 30 calendar days to correct discrepancies and/or irregularities designated by the City’s Authorized Representative unless an extended period is agreed to in writing by the City’s Authorized Representative. Upon completion of work, Contractor shall promptly notify the City’s Authorized Representative in writing. If discrepancies are not corrected within 30 calendar days, the City, in its discretion, may have such work done independently by third-party contractors and deduct the cost for this work from the next or subsequent payment to Contractor. This right shall be in addition to the City termination and other rights provided for under this Contract or applicable law.

6.12. During this Contract, Contractor, may replace in their entirety, components or equipment in lieu of repair, when the cost of repair is greater than 75% of the cost of a new component.

6.13. Replacement of components or equipment shall be of equal to or exceed greater quality than the component or equipment removed from service. In those cases where the equipment to be replaced is no longer available, the Contractor shall obtain equipment which meets or exceeds the design characteristics of the equipment replaced.

6.14. Where equipment is replaced that is not identical to that removed, the replacement equipment shall be approved, in writing, by the City’s Authorized Representative.

Notwithstanding the foregoing, no equipment may be replaced without prior written approval by the City’s Authorized Representative.

6.15. The City’s Authorized Representative shall be advised in advance of the means, methods, and time schedule of performing work which shall require a system shutdown, and immediate notification shall be made to the City’s Authorized Representative whenever a system failure occurs. In addition, no system shall be shut down for maintenance, unless it is a life safety issue, without prior written approval of City’s Authorized Representative, which shall not be unreasonably withheld.

6.16. The Contractor shall maintain, repair, and keep in good operating condition all systems of the Service Facilities. Maintenance shall ensure efficiency, reliability, and minimal unscheduled interruption of the service of the equipment. Operating policies and procedures shall incorporate provisions and guidelines set forth in the manufacturer's maintenance and operating instructions and/or submittal data, so that no warranties are not voided. The Contractor shall plan and control scheduling of all preventive and corrective maintenance tasks, as per the systems or manufacturers specifications.

6.17. The Contractor’s maintenance scheduling procedure shall include the requirements to accomplish the task, (e.g. special lubricants, tools, parts, materials, etc.). It shall also include a quality assurance and quality control program to ensure that the scheduled preventive maintenance tasks are, in fact, properly completed and completed on schedule.

6.18. General and Preventative Maintenance records shall be maintained on the job site and submitted monthly to the City’s Authorized Representative, for all scheduled and unscheduled maintenance.

6.19. Contractor shall maintain during the entire term of the Contract current maintenance and repair procedures, complete parts lists, manuals, as-built drawings, maintenance and operations manuals, warranties, and any other documentation needed to attain the safe, efficient, and continued operation of all systems and equipment.

6.20. Contractor shall provide monthly updating of maintenance procedures, frequencies, and training based upon historical data.

6.21. Contractors shall maintain at the RCC an inventory of tools, equipment, lubricants, operating supplies, custodial supplies, and spare parts. The inventory shall be updated based upon operating experience in conjunction with direction by the City’s Authorized Representative. The Contractor will not permit tools, equipment, supplies, or materials maintained or purchased for the accomplishment of the work to be used by any other person, agency, office, or Contractor, unless authorization is expressly given by the City’s Authorized Representative.

6.22. Contractor will be permitted access to all devices to be operated and/or maintained, subject to security restrictions issued by the City or other authorities.

6.23. The intent of the Contract is to place with the Contractor the full and complete responsibility for performing the operation and maintenance functions of the Service Facilities. Expressively included within the Contractor's responsibility are all labor costs for all operation and maintenance of the Service Facilities.

6.24. Maintenance personnel shall always be on site, for the satisfactory performance of the work, as well as for all scheduled maintenance. Unscheduled maintenance and emergency services shall be responded to by the Contractor by having qualified people personnel on-call 24-hour/7 days per week, during the entire term of the Contract.

6.25. The Contractor, as part of their responsibilities, shall implement and maintain rigid control to assure against wasteful consumption and/or pilferage by their personnel or other persons of the supplies and materials furnished. The Contractor shall be held fully responsible for any irregularity or misuse determined to be caused by his personnel.

6.26. Contractor shall provide an Incentive Program, that is reviewed annually, to foster a positive work environment and demonstrate fiscal responsibility with respect to personnel, subcontractors, and suppliers as well as to the City.

7. Section 7 - Security and Safety Provisions

7.1. Contractor shall aid and cooperation for all City authorized inspections, internal reviews, and audits conducted by the City and other agencies that involve matters related to Service Facilities and the scope of services of this Contract.

7.2. The contractor shall establish a lock and key control program to maintain and control all keys, access codes and/or cards to access locations in the Service Facilities.

Contractors shall ensure they always secure keys. Contractor shall at no time place their lock on any door(s) on ATL Property without written approval from the City’s Authorized Representative. If the Contractor misplaces or loses one or more keys and the key(s) are/is in critical areas or non-critical areas, the Contractor shall be responsible to replace all cores and/or locksets to restore security to the lock system at Contractor's cost.

7.3. Contractor shall immediately inform the City’s Authorized Representative and have an action plan to replace and ensure such a security compromise does not occur again if one or more keys are misplaced or lost.

7.4. Contractor shall change all cipher and combination style lock system codes and/or hardware, if access codes have been compromised by fault of the Contractor, at the Contractor's cost.

7.5. Contractor Personnel shall visibly always display identification badges.

7.6. Contractor shall ensure the immediate surrender of personnel badge upon termination of employment.

7.7. Contractor Personnel must be aware of any security areas which are to be serviced, and special arrangements associated with them.

7.8. Contractor shall establish an electronic sign-in log, upon which personnel, vendors, and visitors must sign in and out, 24 hours a day/7 day a week.

7.8.1. Contractor shall submit a sign-in log with the monthly operating invoice and be available for inspection at any time. Electronic records shall be retained for the entire term of the Contract.

7.9. Contractor shall be responsible for the safety and protection of personnel, RCC Stakeholders, and the traveling public.

7.10. Contractor shall be solely and completely responsible for initiating, maintaining, and supervising safety precautions for the safety of, and shall provide the necessary protection to prevent damage, injury, or loss to personnel on the work site and other persons including, but not limited to the public who may be affected.

7.11. Contractor shall be responsible for maintaining safety precautions in accordance with

OSHA and other governing agencies.

7.12. Contractor shall provide written notice to the City’s Authorized Representative no later than 24-hours, of accidents in connection with the performance of the work, which results in death, any injury requiring medical treatment other than first aid administered at the Service Facilities, or property damage, giving full details and statements of witnesses.

7.13. Contractor shall be required to display appropriate signage to alert the public of unsafe conditions. It is ATL policy to notify the traveling public, using signs, whenever any of the locations within the Service Facilities, such as, but not limited to, restrooms, stairwells, restoration areas, equipment, escalators, and elevators, are not in service.

7.14. Contractor shall use accurate and concise warning signs. These signs will be used to direct the traveling public to the nearest equivalent that is in service. The unexpected need for crowd control or other deviation from a normal route shall be provided using temporary signs. Contractor shall be required to communicate sign policy changes.

7.15. Contractor shall take all necessary precautions to prevent injury to the public, building occupants, or damaging the property of others. The storage, positioning, or use of equipment, tools, scraps, trash, and furniture in a manner likely to present a hazard to the public or building occupants by its accidental shifting, ignition, or other hazardous qualities is prohibited.

7.16. No corridor, aisle, stairway, door, or exit shall be obstructed or used in such a manner as to encroach upon routes of ingress or egress utilized by the public or building occupants, or to present unsafe or unhealthy conditions to the public or building occupants.

7.17. Construction work shall not be performed in any area occupied by the public or building occupants unless specifically permitted by the City’s…