PWS_-_FMS_Draft_5_Feb_16.pdf

PERFORMANCE

WORK

STATEMENT

For

Furnishings Management Section (FMS)

RAF Feltwell, United Kingdom

5 February 2016

Table of Contents

Section Number and Title

Page Number

1.0 Description of Services 3

2.0 Performance Requirements Summary/Service Summary 3

3.0 Government Furnished Property and Services

4.0 Contractor-Furnished Equipment and Supplies 5

5.0 General Information 5

6.0 Specific Tasks 11

7.0 Definitions 22

8.0 Appendices

Appendix A, Historical Workload Data 25

Appendix B, Forms and Publications 28

Appendix C, Security Requirements Overview 29

Appendix D, Appliance Cleaning Standards 30

Contract Bid Schedule

1. Description of Services:

1.1 The contractor shall provide all labor, equipment, materials, tools and other items necessary to perform all sections on the Performance Work Statement (PWS) unless otherwise specified within the PWS.

1.2 In support of the Furnishings Management Section (FMS) at Royal Air Force (RAF) Feltwell, United Kingdom, the contractor shall provide the following services at RAF’s Lakenheath, Mildenhall, Feltwell, and its’ surrounding residential areas:

a) Delivery, installation, disconnection, and pick-up of domestic household furniture and appliances to and from government designated residences, dormitories and fire stations.

b) Repair, cleaning, and maintenance of domestic household furniture and appliances.

c) Delivery, installation, disconnection, and pick up of commercial specification washers and dryers in the Dormitories.

d) Repair, cleaning, and maintenance of commercial specification washers and dryers.

1.3 The contractor shall provide quarterly Preventative Maintenance Service of US Specification washers and tumble dryers and Semi-Annual Preventative Maintenance Service of commercial specification washers and tumble dryers at RAF Lakenheath and RAF Mildenhall dormitories.

Repair, maintenance and cleaning service shall be conducted on-site. The contractor is expected to perform all repairs, testing and cleaning of appliances in accordance with (IAW) commercial standards and manufacturers recommendations.

2. Performance Requirement Summary (PRS)/ Service Summary (SS): The subsequent table identifies the service results that the government requires. These critical standards are not meant to be limitations on what the contractor should provide nor are they meant to be prescripts on how the contractor should do a job. The government invites contractors to suggest alternative solutions of more productive means of providing the service, on the condition however that these essential terms are met. The government’s right to inspect all requirements of this description of service is not limited to these SS (Service Summary) items. Failure to meet the performance threshold for one objective constitutes an overall unsatisfactory performance rating for the month.

Performance Objective

PWS

Paragraph

Monthly Performance Threshold/ Acceptable

Quality Level(s)

Scheduling is accomplished from the FMS list and provided to the FMS office for that days service

6.1 Scheduling is complete, on time and the required

documentation is accurate and legible 95% of time.

A. Deliveries are completed with all component parts present and item(s) placed and completely installed in accordance with manufacturer’s standards and to customers and FMS satisfaction.

B. Paperwork is submitted to FMS by 0900 of the next working day.

C. Deliveries are completed in accordance with the schedule.

6.2 A. No more than five (5) validated defects per

month.

B. No more than five (5) validated defects per

C. No more than five (5) validated defects per

A. Pickups and removal of furniture and appliances are complete with disconnection, disassembly & removal.

B. All pickups are completed in accordance with

6.3 A. No more than five (5) validated defects per

B. No more than five (5) validated defects per

CUSTOMER SERVICE:

For all deliveries, pickup’s and service calls; the contractor shall ensure that customers are provided with a Government critique form.

Contractor shall return the completed critique form the FMS.

6.1, 6.2,

6.3 and 6.4

A. No more than 5% error rate for customer receipt of the government critique form

B. Monthly average of critique form customer satisfaction rating must remain at or above 98%.

Contractor shall provide a Service Call program for the repair and replacement of appliances in government designated residences and

Dormitories.

A. Service calls are completed within 4 hours of call.

B. Commercial appliance Service calls are completed within 5 days of the call.

C. All service calls are annotated on a work order with the work order being returned to the FMS.

D. Appliances connected during a service call are correctly tested and accurately documented

6.4

A. No more than five (5) defects per month.

B. No more than five (5) defects per month.

C. No more than five (5) defects per month.

D. No more than five (5) defects per month.

Furniture items repaired and maintained are to be returned to the FMS within five (5) working days after collection. A certificate of serviceability shall be affixed to each item and a work order completed and retuned with each item.

6.6 No more than five (5) defects per month.

Appliance items repaired and maintained are to be returned to the FMS within twenty five (25) working days after collection. A certificate of serviceability shall be affixed to each item and a work order completed and returned with each item.

6.6 No more than five (5) defects per month.

Preventative maintenance is completed and in accordance with the schedule. A certificate of serviceability shall be affixed to each item and a work order completed and returned to the FMS.

6.7 No more than five (5) defects per month.

Appliance cleaning returned to the FMS within five (5) working days after collection. A certificate of serviceability shall be affixed to each item and a work order completed and returned with each item.

6.8 No more than five (5) defects per month.

All required documentation and paperwork is 6.12 No more than ten (10) defects per month.

completed as required by the FMS. Full training on all paperwork shall be provided by the

Quality Assurance Evaluator (QAE)/ Contracting

Officer’s Representative (COR) .

3. Government Furnished Property and Services:

Government property shall be transported and repaired per the PWS, but shall not be furnished to the contractor for use in performance.

4. Contractor-Furnished Property and Services:

Replacement parts per section 6.9 will be reimbursed by the government; thus, there will be no contractor furnished property.

5. General Information:

5.1 Hours of Operation: The contractor shall perform the services required under this contract during the following hours:

5.1.1 FMS Office/Admin opening times: 0800-1630 Monday, Tuesday & Wednesday, 0930-1630

Thursday, 0800-1600 Friday.

5.1.2 FMS Warehouse opening times: 0800-1630 Monday, Tuesday & Wednesday, 0930-1630

Thursday, 0800-1530 Friday. Any off loading/loading must be completed within these opening times. Contractor may be authorized to collect and load items for the next day’s deliveries on the afternoon prior to the delivery date at the discretion of the FMS.

5.1.3 Service calls shall be covered by the contractor 24hours per day, 7 days per week, to include

US national holidays, UK bank holidays and weekends.

5.1.4 The FMS shall be closed during UK bank holidays, normal working during US National holidays. Workloads may be restricted/ reduced during US National Holidays at the discretion of the FMS. The FMS may be closed or workloads restricted at other times not listed within this PWS for official functions, annual inventories, training etc. The QAE/COR will provide the contractor with reasonable notice.

5.1.5 The Contractor may find it necessary to deviate from the normal opening hours of the FMS, to ensure timely completion of work under this PWS at no additional cost to the government.

5.1.6 Recognized UK Bank Holidays: The table below outlines the current recognized UK bank holidays. National holidays subsequently declared by her Majesty’s Government shall likewise be considered official holidays for the purpose of this provision.

New Year’s Day January 1st Good Friday Friday before Easter Easter Monday Monday after Easter Bank Holiday First Monday in May Spring Bank Holiday Last Monday in May Late Summer Holiday Last Monday in August Christmas Day December 25th (or designated day) Boxing Bay December 26th (or designated day)

5.1.7 Performance of Services during Crises: Work scheduled but not accomplished because of base closure due to weather, exercises, or actual alert, shall be accomplished by the contractor as soon as possible after reopening the base.

5.2 Contractor Personnel:

5.2.1 The contractor shall not employ persons for work on this contract if such employees are identified as a potential threat to health, safety, security, general well-being or operational mission of the installation and its population.

5.2.2 Contractor personnel shall not be allowed to work if it is determined by the QAE/COR or designated Government representative that he/she is under the influence of alcohol or drugs.

5.2.3 Contractor personnel shall present a neat appearance and be easily recognized as contractor employees. The contractor shall provide employees with a garment that easily identifies them as contractor personnel. The contractor shall also provide each employee with an identification badge that shall include the employee’s name, contractor’s name and employee’s photograph. Identification shall be worn or be attached to the outer garment at all times.

5.2.4 Contractor is responsible for their own environmental, health and safety program/ training in accordance with United Kingdom Health and Safety Executive (HSE) law and shall provide environmental, health and safety training to employees to ensure compliance with Host

National and local law regulations. Training shall be conducted by the contractor initially and as and when new employees are added.

5.2.5 Contractor shall adhere to the FMS warehouse’s personal protective equipment (PPE) requirements at all times.

5.2.6 MoD Electricity Safety Rules and Procedures for services provided by the contractor under

PWS para 6.2 – Delivery and installation of Appliances and Furniture, 6.3 – Pick-up and

Removal of Furniture and Appliances and 6.4 – Service Calls, the contractor’s employee’s performing associated electrical works shall comply with the MoD Electricity Safety Rules and Procedures set out in Joint Service Publication (JSP) 375 Volume 3 Chapter 3, managed by the Coordinating Authorized Person (CAP) Electrical at each military installation being serviced under the contract. In accordance with JSP375 Volume 3 Chapter 3, the contractor is required to provide to the (CAP) Electrical:

a) Written risk assessment and method statements

b) Proof of training on how to use equipment - (Documentation - in house training certificate)

c) Safe Isolation Procedure (Isolation, Locking off, and Caution signage)

d) Proving dead process

e) All equipment must be approved Defense Infrastructure Organization (DIO)/

Coordinating Authorized Person (CAP)

5.2.6.1 Contractor to have staff interviewed by the Authorized Person(s) (AP) & registered as

Electrically Semi Skilled and reviewed every three (3) years.

5.3 Security Clearances:

5.3.1 The contractor must have a valid Facility Security Clearance granted by the Defense Security

Service (http://www.dss.mil). The contractor must comply with DoDD 5220.22, DoD

Industrial Security Program, to determine eligibility for access to classified information for work performed under this PWS herein.

5.3.2 The contractor employee(s) responsible for administering classified TCF exams and conducting unit SAVs, shall possess a Secret Clearance in accordance with DoDD 5200.2, DoD Personnel Security Program and AFI 31- 501, Personnel Security Program

Management.

5.3.3 All employees working in Personnel Database Management shall have a National Agency

Check or host nation equivalent. The results of the check shall be provided to the CO. The

Government will not accept any employee with a federal conviction (or host nation equivalent) in their background check.

5.3.4 See Appendix C for full security requirements.

5.4 Contractor Management:

5.4.1 Contractor shall assign/appoint a Contract Manager and alternate(s). The Contract Manager and alternate(s) shall have full authority to act for contractor on contract matters relating to the daily operation of the contract. The Contract Manager and alternate(s) must have full knowledge of all facets of this contract.

5.4.2 During duty hours, the Contract Manager or alternate(s) shall be available either verbally or in person within thirty (30) minutes of receiving a request to meet with or talk with a QAE, also referred to as the COR.

5.4.3 Contract Manager or alternate(s) and QAE/COR shall have the knowledge to utilize email access. The contractor shall provide this access and the relevant email address(s) to

Contracting Officer (CO) and QAE/COR at contract award.

5.4.4 The contractor will be allowed access to government facilities to familiarize key personnel and staff with equipment, reporting, work scheduling and procedures. However, such access shall not interfere with the production efforts of current contract personnel. To preclude such interference, arrangements for access to government facilities shall be made with the contracting officer. Access will be limited to the following categories of personnel:

a) Contractor supervisory and clerical personnel

b) Contractor equivalent of government supply clerk

c) Contractor foreman level personnel will be permitted access to observe operations;

workflow, priorities, scheduling, equipment handling, storage, parts, safety, security, etc.

5.5 US Military and Government Employees: The contractor shall not employ any person who is an employee of the United States Government if the employment of that person would create a conflict of interest. Nor shall the contractor employ any person who is an employee of the

Department of the Air Force, either military or civilian, unless such person seeks and receives approval from the Government.

5.6 Quality Control Plan (QCP): The contractor shall develop a quality program to ensure services are performed in accordance with the PWS. The contractor shall develop and implement procedures to identify, prevent and ensure non-recurrences of defective services. As a minimum the contractor shall develop quality control (QC) procedures addressing the areas identified in the service summary (SS). The plan shall include the following as a minimum:

5.6.1 A description of the inspection system to cover all services listed on the SS. The description shall include specifics as to the area to be inspected on both a scheduled and unscheduled basis, frequency of inspections and a submission of a monthly QC schedule.

5.6.2 A description of the records to be kept to document inspections and corrective or preventive actions taken.

5.6.3 A customer complaints feedback system for correction of complaints. All customer complaints shall be answered, all necessary corrective actions taken, and completed forms returned to the QAE/COR within one (1) duty day.

5.6.4 The records of inspections made shall be maintained by the contractor, kept on site and made available to the government throughout the contract performance period, and for the period after contract completion until final settlement of any claims under this contract.

5.7 Performance Management: Performance of this contract shall be evaluated to determine whether or not it meets the performance requirements of the PWS (Performance Work

Statement). The government will evaluate the contractor’s performance by appointing COR(s) to monitor performance to ensure services are received. The government representative will evaluate the contractor’s performance through intermittent on-site inspections of the contractor’s quality control program, intermittent on-site inspections of completed work and receipt of complaints from customers. The government may inspect each task as completed and increase the number of inspections if deemed appropriate due to repeated failures discovered during quality assurance inspections or because of repeated customer complaints. When the performance requirement is not met, the QAE/COR shall initiate documentation to the contractor and the Contracting Officer (CO). The contractor shall be required to respond and provide documentation to the QAE/COR and CO within one (1) duty day. The contractor shall be required to re-perform any failed service requirements of the PWS at no additional cost to the

Government. The government will investigate complaints from customers and immediately convey those to the Contract Manager. The contractor shall be responsible of initially validating customer complaints. However, the QAE/COR shall make final determination of validity of customer complaint(s) in case of disagreement with customer(s).

5.8 Government Quality Assurance: The Government will rely on the contractor’s quality control program and the performance management approach described in paragraph 5.6 above to assess performance whenever possible. However, the Government reserves the right to perform additional inspections as necessary, utilizing the Government’s Quality Assurance Surveillance

Plan (QASP) and the inspection/acceptance provisions in the clause FAR 52.212-4 Contract

Terms and Conditions -- Commercial Items.

5.9 Government-Furnished Training: Contractor employees shall be required to attend training with the Defense Infrastructure Organization (DIO), and shall be required to complete and pass a written examination to comply with the MoD Electricity Safety Rules and Procedures set out in

Joint Service Publication (JSP) 375 Volume 3 Chapter 3. The training and examination shall be completed initially and refreshed every three (3) years. See paragraph 5.2.6 within this PWS for full requirement.

5.10 Bioenvironmental Engineering (BE)/Hazmat Requirements

5.10.1 Environmental, Health, And Safety. The contractor shall ensure all employees receive the necessary environmental, health, and safety training to ensure compliance with all

Occupational Safety and Health Acts (OSHA), federal and local laws. The contractor shall protect the health and safety of employees and the community, minimizing the risk of environmental pollution.

5.10.2 Pollution Prevention. "Pollution Prevention" and "Source Reduction" are defined in the

Pollution Prevention Act of 1990, 42 U.S.C. §§ 13101-13109. Contractor's obligation under this section is limited to identifying pollution prevention opportunities and shall not be construed to require the contractor to conduct activities not otherwise required by the program.

5.10.3 The contractor shall comply with energy saving conservation practices as deemed necessary by the facility manager.

5.10.4 Ionizing and Non-Ionizing Radiation: Contractors must obtain authorization from BE prior to bringing on site ionizing or non-ionizing sources/equipment onto the installation.

Contractors must provide list of items and description of how they will be used to

Bioenvironmental Engineering (BE) at 01638528047 or 48amds.sgpb@us.af.mil at least 10 days prior to the date required to bring them on base.

5.10.4.1 Non-Ionizing Radiation: Electromagnetic Frequency (EMF) Radiation and LASERS:

Contact BE/Installation Laser Safety Officer (48amds.sgpb@us.af.mil) at least 10 days prior to bringing on site. (Example: LASER Classes: 1M, 2M, 3R, 3B, or 4; Transmitting antennas, radars etc.) Reference: AFI 48-139, LASER and Optical Radiation Protection

Program, Paragraph 2.21)

5.10.4.2 Ionizing sources: Contact BE (48amds.sgpb@us.af.mil) at least 10 days prior to bringing on site ionizing sources/equipment. For regulated sources, provide copies of permits or sealed source certifications. (Example: Troxler density gauges, sealed sources in mailto:48amds.sgpb@us.af.mil mailto:48amds.sgpb@us.af.mil various gauges/devices). Reference: AFI 48 -148, Ionizing Radiation Protection.

5.10.5 Hazardous Materials/Chemical Management: Hazardous Materials/Chemical Management:

All hazardous material use requires prior authorization before bringing the hazardous material on base. "Hazardous material" includes many materials for which there is a manufacturer SDS, such as cleaning supplies, paints, solvents, sealants, lead acid batteries, fuels, herbicides, etc.

5.10.5.1 The Contractor shall submit an inventory list of ALL chemical products to be used, along with copies of the Safety Data Sheet (SDS) for each chemical product, for review before bringing any potentially hazardous material onto RAF Lakenheath, RAF Feltwell or

RAF Mildenhall using the attached “HazMat Authorization Request Template”. The

Contractor shall submit completed inventories and SDSs to the 1) CO, 2) CE Environmental

/ for RAF Lakenheath (01638 523990) (nolan.swick@us.af.mil), or for RAF Mildenhall 100

CES/CEIE (01638 545831), jeanne.dye-porto@us.af.mil and 3) Bioenvironmental

Engineering (01638 528047) (48amds.sgpb@us.af.mil) at least 10 days prior to the date required to bring them on base.

5.10.5.2 Once approved, the Contractor shall maintain an inventory of all hazardous materials along with corresponding Safety Data Sheets (SDSs). The Contractor shall track and report actual hazardous material usage during the performance of the contract. Hazardous material usage for any contract that is less than one month in duration shall be reported at the end of the contract period. Hazardous material usage for any contract over a month in duration shall be reported no less than monthly. Hazardous material usage shall be reported using the attached “HazMat Monthly Usage Log Template”.

5.10.5.3 The Contractor shall not leave any excess hazardous materials or empty containers on site following completion of the project. The Contractor is responsible for the removal of all unused hazardous materials and proper disposal of all hazardous waste generated.

Reference: AFI-32-7086, Hazardous Materials Management

5.10.6 Controls of other hazards: Contractors must coordinate with Bioenvironmental Engineering

(BE) at 01638528047 or 48amds.sgpb@us.af.mil at least 10 days prior to start of project, regarding all contracts with potential health impact to personnel (Example: Noise above 85 dBA, activities with potential airborne contaminants or particulates). Hazardous work areas/perimeters shall be established to control exposures and limit access to nearby facilities and personnel. Work shall be performed IAW all applicable occupational health and safety regulations.

5.10.7 Contractors shall coordinate with facility managers and receive a safety brief of hazards present within work areas.

5.11 Logistical Support: Individual logistical support shall not be provided under the contract.

5.12 eCMRA - Contractor Manpower Reporting Application - Section 2330a of title 10, mailto:nolan.swick@us.af.mil mailto:jeanne.dye-porto@us.af.mil

United States Code (10 USC 2330a), requires the Secretary of Defense to submit to Congress an annual inventory of contracts for services performed during the prior fiscal year for or on behalf of the Department of Defense (DoD) by 31 Oct. The inventory must include the number of contractor employees using direct labor hours and associated cost data collected from contractors. Information from the secure web site is considered to be proprietary in nature when the contract number and contractor identity are associated with the direct labor hours and direct labor dollars. At no time will any data be released to the public with the contractor name and contract number associated with the data. Contractors for other than Army components can visit https://afcmra.hqda.pentagon.mil/Help/Full_User_Guide.pdf to review user manuals and gain an understanding about the data fields that will be included in the reporting structure that is hosted at http://www.ecmra.mil/ . When filling out the required information please utilize “FFBX70 -

USAF IN EUROPE” as the UIC if you cannot locate the UIC for this contract among the provided options. Also, the FSC for this specific contract is __________.

Applicability: The reporting requirement applies to all contracted services, provided the organization that is receiving or benefiting from the contracted services is a Department of Defense organization, including reimbursable appropriated funding sources from non-DoD executive agencies where the Defense Component requiring activity is executive agent for the function performed. The reporting requirement does not apply to situations where a Defense Component is merely a contracting agent for another executive agency. In general, the only contracted services excluded from reporting are construction and utilities.

6. Specific Tasks:

6.1 Scheduling:

6.1.1 The FMS shall routinely provide the contractor with a list of deliveries and pickups two (2) working days in advance of the required delivery and/or pick up date. The scheduled time for deliveries and pickups shall be split into AM and PM appointments. AM appointments shall be completed between the hours of 0800 - 1200, PM appointments shall be completed between the hours of 1200 - 1600. The FMS shall provide all relevant information to include pertinent customer data (name, address, telephone numbers etc.) as well as if the appointment is to be

AM or PM. The contractor has at its discretion the ability to change the order of deliveries/pickups within the AM and PM list. The contractor shall not change an AM delivery/pickup to a PM delivery/pickup or a PM delivery/pickup to an AM delivery/pickup.

The contractor shall provide the FMS Quality Assurance Evaluator’s (QAE’s), also referred to as Contracting Officer’s Representative’s (COR’s) with a complete and accurate delivery and pickup schedule no later than 0800 on the day of the scheduled service. The schedule shall identify the order and AM/PM time slot of each delivery and pickup. The schedule shall also identify which radius category each delivery/pickup falls into. The contractor shall notify the

QAE/COR immediately of any proposed schedule changes, these changes shall be authorized at the discretion of the QAE/COR. If proposed changes are authorized by the QAE/COR, the contractor shall provide an updated schedule immediately.

6.1.2 The contractor shall contact each customer by telephone with an estimated time of arrival. This telephone call shall be at least 30 minutes before arrival but no more than 1 hour before https://afcmra.hqda.pentagon.mil/Help/Full_User_Guide.pdf http://www.ecmra.mil/ arrival. If circumstances change after the telephone call has been made and the proposed arrival time has changed (i.e. traffic etc.), the contractor shall telephone the customer with an update. This provision (6.1.2) applies when completing tasks paragraph 6.1, 6.2, 6.3 and 6.4.

6.1.3 It is the contractor’s responsibility to ensure all scheduled deliveries/pickups are made on time and in accordance with the schedule. The contractor shall contact the QAE/COR immediately if scheduled deliveries/pickups are not going to be completed on time or in accordance with

6.1.4 The contractor shall provide vehicles solely for the use of FMS scheduled work and not schedule any other agencies during the course of scheduled appointments for the FMS.

6.2 Delivery and Installation of Appliances and Furniture:

6.2.1 All furniture and appliances shall be loaded by the contractor at the FMS warehouse and delivered to the customer. All items shall be presented to the rear of the contractor’s vehicle and contractor shall be responsible for the loading of items.

6.2.2 All furniture items shall be assembled in the customer’s residence and in the rooms/areas as specified by the customer during delivery. This also includes assembling and placing wardrobes on any floor of a property as specified by the customer. If the contractor is unable to assemble or place any items where specified by the customer, the contractor shall contact the QAE/COR from the customers residence for instruction.

6.2.3 Appliances shall be installed and tested according to the manufactures instruction manual. This includes, but is not limited to, the contractor fitting, 'Hose Guides' on Washers, vent hoses on

Dryers and drain hoses on Condenser Dryers when requested by the FMS. This also includes stacking Dryers on top of Washers and fitting a supplied mounting kit when requested by

FMS. For appliances requiring “hard-wire” electrical connections on Ministry of Defense

(MoD) military installations, contractor employee’s performing such electrical works shall comply with the MoD electricity safety rules and procedures set out in JSP375 Volume 3

Chapter 3, managed by the coordinating authorized person (electrical) at each military installation. The contractor shall be required to test all appliances after installation to ensure they operate correctly. The contractor shall remove and re-fit Fridge and Freezer doors if required to enable the appliance to fit through doorways, hallways etc. The contractor shall report immediately to QAE/COR any malfunctioning appliance, or if they encounter any problems including not being able to complete the installation, before leaving the customer’s residence. Contractor shall also be required to deliver and install commercial specification washers and dryers under this provision.

6.2.4 The contractor is responsible for ensuring that all component parts and accessories (i.e. vent hoses, fill pipes, shelves, rails, legs etc.) are present, assembled and delivered. The contractor shall provide all necessary protection to keep appliances, furniture and customer residences free from damage during transit from the FMS to the customer’s residence and while loading/un-loading onto vehicles. The contractor is responsible for any theft, damage or loss of government property at any time when the item(s) are considered under the care and possession of the contractor. Contractor shall not redeliver furniture or appliances which have been collected en-route from other customers.

6.2.5 Contractor is responsible for ensuring all items are delivered to the correct customer as per their barcodes and the delivery paperwork. The Enterprise Military Housing (eMH) paperwork, or equivalent hand receipt (See 6.12) shall be complete, legible and accurate and submitted to the QAE/COR by 0900 the following work day. All deliveries shall be completed in accordance with the schedule. Any items refused by the customer during delivery shall be returned to the FMS by the Contractor without FMS incurring additional costs. When returning refused items back to the FMS, the eMH paperwork or equivalent hand receipt shall be retuned with the items.

6.3 Pick-up and Removal of Furniture and Appliances:

6.3.1 All furniture and appliances shall be disassembled/disconnected and collected from the customer by the contractor and returned to the FMS. The contractor shall be responsible for the loading/unloading of items.

6.3.2 Appliances shall be disconnected at the source and not by cutting any pipe or wire except in the event the contractor is not able to disconnect from the source. In cases where disconnection will require cutting a pipe or wire, the contractor shall verbally notify the QAE/COR prior to disconnection. The contractor shall also annotate this action on the eMH paperwork or equivalent hand receipt. The contractor shall ensure all electrical wires are made safe IAW standard codes of practice and manufactures instruction. For appliances requiring “hard-wire” electrical connections on Ministry of Defense (MoD) military installations, contractor employee’s performing such electrical works shall comply with the MoD electricity safety rules and procedures set out in JSP375 Volume 3 Chapter 3, managed by the coordinating authorized person (electrical) at each military installation. For appliances involving water connections, the contractor shall ensure all water supplies are free from any leaks, to include under sink drains. Contractor shall be required to remove washer/dryer ‘mounting kits’ and un-stack washers and dryers where applicable. The contractor shall remove and re-fit Fridge and

Freezer doors if required to enable the appliance to fit through doorways, hallways etc.

Contractor shall notify the QAE/COR immediately if they encounter any problems. Contractor shall also be required to disconnect and pickup commercial specification washers and dryers under this provision.

6.3.3 All items collected shall be returned to the FMS by the next working day. The contractor is responsible for ensuring that all component parts and accessories (i.e. vent hoses, fill pipes, shelves, rails, legs etc.) are present when items are collected. All pipes, hoses etc. shall be neatly secured to the rear of the appliance when retuned to the FMS. When a part or accessory is missing, contractor must annotate on the eMH paperwork or equivalent hand receipt. The contractor shall provide all necessary protection to keep appliances, furniture and customer residences free from damage during transit from the customer’s residence to the FMS and while loading/un-loading onto vehicles. Mattresses picked up shall be returned to the FMS in a mattress bag and sealed with tape. Mattress bags shall be provided by the FMS. The contractor is responsible for any theft, damage or loss of government property at any time when the item(s) are considered under the care and possession of the contractor.

6.3.4 The eMH paperwork or equivalent hand receipt (See 6.12) shall be complete, legible and accurate and submitted to the FMS with the returned appliances/furniture. All pickups shall be completed in accordance with the schedule. Any items which cannot be picked up (customer requests to keep an item, customer doesn’t have an item etc.) shall be annotated on the eMH paperwork or equivalent hand receipt by the contractor.

6.4 Service Calls:

6.4.1 The contractor shall provide a service call program. The contractor’s program shall include a

24 hours per day, 7 days per week procedure to support service calls. The contractor’s program shall have the capability to complete a service call within four (4) hours of receiving a call from the FMS or a representative acting on behalf of the FMS (i.e. fire department).

6.4.2 The FMS shall provide pertinent customer data such as name, address and contact numbers as well as appliance make, model, type and basic fault. Each service call shall have its own unique call number complete with year, month, date and time. Contractor shall provide the

FMS with a unique reference number for each service call. For each service call the contractor shall send an appliance technician to try and repair the appliance in the customer’s residence.

In the event that the contractor is unable to repair a broken appliance on site, the contractor shall inform the FMS Service call desk by email that a change out of the appliance is required.

The email shall contain customer name, address and contact numbers as well as appliance make, model, type and attempted repair diagnostics/findings. The email shall also include the call number and reference number. The contractor shall then collect the replacement appliance from the FMS warehouse and deliver and install to the customers residence. The contractor shall be required to complete the change out of the broken appliance with an operational appliance within the original four (4) hour timeframe pertaining to that service call. The contractor shall be required to test all appliances after installation or technician repair to ensure they operate correctly. When an appliance is changed out, the contractor shall report immediately to QAE/COR any malfunctioning appliance, or if they encounter any problems including not being able to complete the installation, before leaving the customer’s residence.

The contractor shall be required to remove and refit washer/dryer ‘mounting kits’ and unstack and restack washers and dryers where applicable. The contractor shall remove and re-fit Fridge and Freezer doors if required to enable the appliance to fit through doorways, hallways etc.

When an appliance has been changed out during a service call, the contractor shall return the faulty appliance to the FMS by the next working day with the relevant eMH paperwork or equivalent hand receipt. Service calls shall only incur one (1) charge regardless of whether the appliance is subsequently changed out following an attempted repair. During afterhours service calls, the contractor shall change appliances out without attempting repair.

6.4.3 The FMS may decide to change out an appliance without having a repair attempted; this shall be considered and invoiced as an ‘FMS direct exchange’. All other aspects of the service call program shall still apply to an ‘FMS direct exchange’.

6.4.4 Service calls shall also include the contractor storing additional appliances in their own warehouse. This is required for circumstances that necessitate exchanges of appliances beyond the normal working hours of Government warehouse operations. (Refer to 6.4.9). Service call requests made during normal working hours of warehouse operations identified in paragraph

5.1 of this PWS shall be considered and invoices as a “Service Call” regardless of the actual completion time. Service Call requests made outside of normal working hours of warehouse operations identified in paragraph 5.1 of this PWS shall be considered and invoiced as “After-hours Service Call” regardless of the actual completion time.

6.4.5 After hours service calls are emergencies if the following conditions apply. Appliances/ conditions not listed below shall not be dealt with after hours.

APPLIANCE EMERGENCY CONDITION

Refrigerator Inoperative/not cooling or freezing

Cooker/Range/Stove Oven and/or 2 or more burners inoperative

Dishwasher/Washer Water leaks under pressure

Electrical Hazard Sparking/smoking/smell of burning/fire

6.4.6 The contractor shall also provide a service call program for commercial specification washers and dryers located in the dormitories at RAF Lakenheath and RAF Mildenhall. The contractor shall repair the commercial appliance as required by the FMS. The contractor shall ensure the commercial appliance is repaired within five (5) working days of receiving the call from the

FMS. Repairs shall be conducted on site in the Dormitories. Service calls for commercial specification appliances shall only incur one (1) charge, even if the contractor makes several visits to the appliance. All other provisions of the service call function shall still apply to commercial specification appliances.

6.4.7 A work order shall be completed by the contractor for each individual service call, to include afterhours service calls. Each work order shall include: call number, date/time, reference number, customer name, customer address, MFH/O&M designation, reported fault, work carried out/diagnostics, appliance type, make, model, serial number and barcode. If an appliance is changed out following an attempted repair, or during an ‘FMS direct exchange’ the work order shall also include details of the replacement appliance (type, make, model, serial number and barcode). Contractor shall submit all work orders to the QAE/COR by 0900 the next working day. In the event the appliance was changed out, the contractor shall attach the work order to the eMH paperwork or equivalent hand receipt and return to the FMS with the changed out appliance.

6.4.8 For appliances requiring “hard-wire” electrical connections on Ministry of Defense (MoD) military installations, contractor employee’s performing such electrical works shall comply with the MoD electricity safety rules and procedures set out in JSP375 Volume 3 Chapter 3, managed by the coordinating authorized person (electrical) at each military installation.

6.4.9 The Government will provide the contractor with the appliances needed to satisfy the requirements of this provision. Upon contract award, contractor shall establish an account with the FMS to obtain appliances for the purposes of ‘night stock’. All property will be either new or used and in operational condition. Contractor shall be required to hold stock for MFH, O&M, Lakenheath Dormitories and Mildenhall Dormitories. This will consist of both UK style and US style appliances. All appliances will vary in makes, models, sizes and weights.

6.4.9.1 For Military Family Housing (MFH) stock the contractor shall hold three (3) of each of the following appliances:

- UK style washer

- UK style large capacity washer

- US style washer

- UK style vented dryer

- UK style condenser dryer

- UK style large capacity condenser dryer

- US style dryer

- UK style fridge

- US style fridge

- UK stove/cooker/range

- US stove/cooker/range

- UK style dishwasher

6.4.9.2 For O&M stock the contractor shall hold a minimum of two (2) of each of the following appliances:

- UK style washer

- UK style vented dryer

- UK style condenser dryer

- UK style fridge

- UK style dishwasher

- UK stove/cooker/range

6.4.9.3 For Lakenheath Dormitory stock the contractor shall hold a minimum of one (1) of each of the

- UK style fridge

6.4.9.4 For Mildenhall Dormitory stock the contractor shall hold a minimum of one (1) of each of the

- UK style fridge

6.4.9.5 The above will equate to the contractor holding a total minimum of 52 appliances with a total

Estimated Value: $16,946.00. All items shall be tracked using barcodes, serial numbers and

Government eMH system. FMS shall be responsible for all property control records; however the contractor shall maintain an adequate system to track Government Property currently being held. The FMS may change minimum quantities of appliances to be held by the contractor as well as removing and adding appliance types for this requirement.

6.4.9.6 Contractor shall notify the FMS when replacement stock is required to maintain stock levels.

The contractor shall submit requests to the QAE/COR for approval. Replacement stock shall be collected from the FMS warehouse by the contractor without the Government incurring any costs. The contractor should utilize vehicles which will already be returning to the contractor’s facility. Contractor shall not be authorized to charge the Government for collection of stock for the purpose of afterhours/night stock.

6.4.9.7 Property Accountability: The contractor shall be liable for any loss or damage caused to

Government Property by the contractor personnel. Compensation to the government shall be effected either by withholding amounts owed to the contractor or by direct payment by the contractor, the method to be determined by the Contracting Officer. All property in need of repairs/maintenance shall be repaired, maintained by the contractor within 30 days of discovery. All repairs/maintenance not performed by the contractor shall be done at the governments option and at the contractors expense.

6.4.9.8 In the case of damaged property, the amount of compensation due to the government by the contractor shall be the actual cost of repair, provided such amount does not exceed the economical repair value (75% of the costs to replace such item). In the case of items lost or damaged beyond economical repair the amount of the contractors liability shall be the full replacement value of the item. Any failure of the contractor to agree with such determination shall be treated as a dispute pursuant to the clause of this contract entitled “Disputes”.

6.4.9.9 Theft, Damage, Loss: The contractor is responsible for any theft, damage or loss of government property at any time when the item(s) are considered under the care and possession of the contractor. The contractor shall replace the item(s) with same or similar item(s) of equal or greater value and of equal or greater operating capabilities.

6.5 Missed Appointments:

6.5.1 If the contractor is unable to make a scheduled delivery/pickup due to a customer not being present at the property, the contractor shall make a telephone call to the FMS service call desk or FMS customer services immediately upon arrival to inform the FMS that there is a possibility of a missed appointment. If the customer has not arrived after 20 minutes, the contractor shall initiate an ‘FMS Missed Appointment Form’ for the missed appointment (this shall include annotation of arrival and departure times). A copy of the ‘FMS missed appointment form’ shall be left at the customer’s residence and the other copy retuned to the

FMS, attached to the eMH delivery/pickup paperwork or equivalent hand receipt.

6.5.2 In the event of the missed appointment being a delivery, the contractor shall return all items to the FMS without FMS incurring additional costs.

6.5.3 Missed appointment procedure shall apply when contractor is completing tasks para 6.2, 6.3 and 6.4.

6.6 Furniture and Appliance Repair and Maintenance Program:

6.6.1 The contractor shall establish and maintain a furniture repair and appliance repair program. All repairs shall be conducted in the contractors repair facility and/or the customers residence or dormitories. Appliances repaired at customer’s residence or dormitories shall be part of the service call program. The contractor shall ensure appliances are repaired and maintained according to the manufacturer’s recommendations.

6.6.2 The contractor shall collect upon request from the FMS, furniture and appliances which require repair. Contractor shall ensure furniture and appliances are collected from the FMS within two (2) working days of receiving the request from the QAE/COR. The contractor shall return appliances to the FMS within twenty five (25) working days after collection, unless otherwise approved by the QAE/COR. The contractor shall return furniture to the FMS within five (5) working days after collection, unless otherwise approved by the QAE/COR. The unit cost of an ‘FMS repair’ and ‘Furniture repair’ shall also include the transportation for collecting the item from the FMS and returning the item to the FMS. Furniture repairs shall include, but not be limited to, basic woodworks including re-gluing and re-affixing of furniture components.

6.6.3 The contractor shall upon request collect transformers for testing and repair where necessary.

Contractor shall ensure transformers are collected from the FMS within two (2) working days of receiving the request from the QAE/COR. The contractor shall be required to certify the transformers as serviceable and Portable Appliance Tested before return within twenty five

(25) working days unless otherwise approved by the QAE/COR. The unit cost of a

‘Transformer repair’ shall also include the transportation for collecting the item from the FMS and returning the item to the FMS.

6.6.4 A work order shall be completed by the contractor for each appliance, furniture and transformer repair. Each work order shall include: date of repair, reported fault, work carried out/diagnostics, appliance/furniture type and MFH/O&M designation. For appliance repairs the work order shall also include the make, model, serial number and barcode. Each work order shall also include a breakdown of any replacement parts used along with the part costs

(if applicable). All paperwork relating to furniture and appliance repairs shall be complete, legible and accurate, and returned with the item to the FMS. All appliances, furniture and transformers shall be affixed with a label stating the date of repair/testing and signed. When the FMS request that an appliance shall be cleaned following a repair, the contractor shall annotate and invoice for the ‘clean’ on the existing repair work order.

6.7 Preventative Maintenance Program:

6.7.1 The contractor shall provide the assigned QAE/COR a Quarterly Preventative Maintenance

(PM) service of US washers and US dryers located in dormitory laundry rooms on RAF

Lakenheath and RAF Mildenhall. The contractor shall be required to service all applicable appliances in the Dormitories each quarter, therefore resulting in each appliance being serviced

4 times annually. Additionally the contractor shall provide the assigned QAE/COR a semi-annual Preventative Maintenance (PM) service of commercial washers and commercial dryers located in dormitory laundry rooms on RAF Lakenheath and RAF Mildenhall, therefore resulting in each commercial appliance being serviced 2 times annually. All preventative maintenance shall be carried out on site in the Dormitories. Contractor shall provide a schedule prior to each quarter to outline when each appliance will be serviced. Once the quarter has commenced, the schedule can only be changed at the discretion of the QAE/COR.

6.7.2 All appliances shall be serviced and maintained according to manufactures recommendations.

The PM program service for washers shall consist of, but not be limited to, a full minimum cycle check, inspection and clean (including lime scale removal). PM program service of dryers shall consist of, but not be limited to, removal of all lint from the exhaust system, internal building vent system and internal appliance electrics, oiling of all components as required and replacement of vent hoses if necessary. Appliances may require stripping down in order to gain access to these areas. A cycle test shall be required upon service completion of all appliances. Appliances assessed as requiring repair shall be reported to the FMS immediately for determination to either repair or replace the machine.

6.7.3 A work order shall be completed by the contractor for each appliance undergoing PM. Each work order shall include: date, work carried out/diagnostics, appliance type, make, model, serial number and barcode. All paperwork connected to PM servicing shall be complete, legible, and accurate and returned to the QAE/COR within one (1) working day after completion. All appliances shall be affixed with a label stating the date of service and signed.

6.8 Cleaning:

6.8.1 Upon request from the FMS, the contractor shall collect appliances and clean IAW…