Custodial_Services_PWS_-_22Mar17.pdf

FA5682-17-R-0002 Page 1 of 21

PERFORMANCE WORK STATEMENT

(PWS)

FOR

BASE WIDE CUSTODIAL SERVICES

AVIANO AIR BASE, ITALY

AVIANO, 1 OCTOBER 2016

FOR OFFICIAL USE ONLY

PERFORMANCE WORK STATEMENT

FOR

BASE WIDE CUSTODIAL SERVICES

AVIANO AB, ITALY

AVIANO AIR BASE, ITALY

22 March 2017

FA5682-17-R-0002 Page 2 of 21

Table of Contents

Section Number and Title:

1.0 Description of Services

2.0 Service Summary

3.0 Government Furnished Storage Space

4.0 General Information

5.0 Appendices

APPENDIX A - Air Force Common Levels of Service Standards

APPENDIX B - Estimated Square Meters and Cleaning Level

APPENDIX C - Special Facility Hours

ATTACHMENT 1 – Price Worksheet

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1.1 Description of Services

The Contractor shall provide all management, tools, supplies, equipment, and qualified personnel necessary to ensure that custodial services are performed at Aviano Air Base, Italy, in a manner that will maintain a satisfactory facility condition and present a clean, sanitary and professional appearance. The contractor shall accomplish all the cleaning tasks and is also required to provide and replenish soap and paper products in all restrooms identified in Appendices A and B, in order to meet the requirements of this PWS and the Service Summary (SS). The cleaning frequencies are established in Appendix A, Air Force Common Output Levels of Service (AFCOLS). Facility cleaning levels and estimated square meters are established in Appendix B, Estimated Square Meters and Cleaning Level. Supplies and equipment shall meet the required specifications in this PWS and comply with United States (US) Public Health Service standards and comparable Italian (IT) standards to insure that the services produce an acceptable quality of cleanliness. Materials and cleaning techniques shall be in accordance with the manufacturer’s recommendations or commercial/industrial standards for the surfaces being cleaned. All custodial services performed by the contractor shall be accomplished in accordance with all applicable laws, regulations, Headquarters Air Force (HAF) standards, instructions, and commercial practices.

1.2 Facility Cleaning Services

1.2.1 Non-Carpeted Floors (Hard Floors: Vinyl Tile, Ceramic Tile, Wood, Concrete, etc...) Hard floors shall be maintained free of grit, soil, dust, scuff and heel marks, stains, spills, debris, litter and any other foreign substance by effective routine cleaning. Cleaning shall be accomplished using the most appropriate method (vacuum, sweep, dust mop, damp mop, spot clean, etc.) and the best cleaning solution deemed appropriate for the specific floor type. All cleaning instruments (broom, dust mop, mop, mop bucket, etc. must be clean prior to their use, and if kept in the building then it must be cleaned before storage. After cleaning, floor surfaces to include grout shall have a uniform, clean appearance without streaks, swirl marks, detergent residue, or any evidence of soil, stain, film, or standing water. Baseboards, corners, and wall/floor edges shall also be clean. Chairs, trash receptacles, and any other easily moveable items shall be moved to maintain floors underneath them and properly positioned back after cleaning.

1.2.2 Carpeted Floors. Carpets shall be maintained free of soil, dirt, debris, litter and any other foreign substance by effective routine vacuuming. The contractor shall use efficient vacuum cleaners with high airflow, high efficiency filtration, and an adjustable rotating brush agitation for more effective soil removal. Any spots and/or spills shall be removed as per carpet manufacturer’s approved methods or other commercially accepted practices as soon as noticed.

All tears, burns, and raveling shall be brought to the attention of the facility manager. Area and throw rugs will also be cleaned accordingly. Chairs, trash receptacles, and any other easily moveable items shall be moved to maintain floors underneath them clean, and properly positioned back after cleaning.

1.2.3 Stairways/Elevators/Handicap Lifts. All floor surfaces shall be cleaned in accordance with paragraph 1.1.1 and/or 1.1.2, as appropriate. Stair guards, handrails, wall caps and

FA5682-17-R-0002 Page 4 of 21 baseboards shall be free from grease and grime. The Contractor shall remove all marks, dirt, smudges, scuffs, and any other foreign substance from adjoining stairwell walls, up to 1.8 meters (72 inches) height from stair tread level, so as to provide and/or maintain a clean, uniform appearance.

1.2.4 Clean Floor (Walk-Off) Mats. The contractor shall vacuum and/or clean interior and exterior floor mats. Mats shall be free of all visible lint, litter, debris, soil and any other foreign substance. Soil and moisture underneath mats shall be removed and the mats must be placed back in their original location.

1.2.5 Trash Collection/Removal (Centralized Locations). Government personnel shall place trash in tied up plastic bags, or other appropriate containers in hallways, or designated facility centralized locations. The contractor shall collect and dispose of all trash from these locations.

All trash containers shall be emptied, trash disposed, cleaned, if necessary, and returned in their original locations. The contractor shall provide and replace any obviously soiled, worn or torn plastic trash can liners/bags for the containers at the centralized locations. Trash receptacles shall be left clean, free of foreign substances and free of odors.

1.2 Rest/Locker Rooms Cleaning Services

1.2.1 Sign-In-Sheet. The Contractor is required to develop and maintain a sign-in sheet for each facility. These sign-in sheets shall be posted by the Contractor on the back of each facility closet entrance door. If a closet is not available in the facility, the contractor will post the sign-in sheets on the back of each facility restrooms entrance door. The sign-in sheet will be signed and dated by the contractor’s personnel after each time the cleaning service has been provided.

1.2.2 Clean and Disinfect. All surfaces of sinks, toilets, urinals, lavatories, showers, shower mats, dispensers, plumbing fixtures, saunas, partitions, dispensers, doors, stalls, stall doors, entry doors (including handles, kick plates, ventilation grates, metal guards), walls, and any other similar surfaces shall be cleaned and disinfected using a germicidal detergent. Restrooms shall have a clean scent or no odor at all. Showers, toilets and urinals will be free of spots, water spots, scale buildup, soap scum, odors and/or any other deposits. Mirrors shall be clean and free of streaks or any other removable substance. Partitions shall be smudge and stain free. Vents (within 1.8 meters or 72 inches of the floor) shall be clean. Restroom sinks, countertops, and fixtures shall be free of water and scale deposits, soil, streaks, and any other removable substance. Walls and grout (within 1.8 meters or 72 inches of the floor) shall be free of all film, spots, and/or detergent buildup.

1.2.3 Restroom Floor Care. All floor surfaces shall be maintained in accordance with paragraph 1.1.1 by effective routine cleaning. Moveable items shall be tilted or moved to sweep and damp mop underneath. Grout on the wall and floor tiles shall be free of dirt, scum, mildew, and residue.

1.2.4 Stock Restroom Supplies. Contractor shall ensure restrooms are stocked sufficiently so any provided supplies including toilet tissue, paper towels, and hand soap do not run out.

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Supplies shall be stored in designated areas. If supplies run out prior to the next service date, the contractor shall refill within two hours of notification.

1.2.5 Drinking Fountains. Contractor shall clean all facility drinking fountains, typically located near or in the vicinity of restrooms. All porcelain and polished metal surfaces, including the orifices and drain, as well as exterior surfaces of fountains shall be cleaned and disinfected.

Drinking fountains shall be free of streaks, stains, spots, smudges, scale, and any other obvious soil/substance.

1.2.6 Restroom Trash Removal. All trash containers in restrooms and locker rooms shall be emptied, trash disposed, and containers returned to their original locations. The contractor shall provide and replace any obviously soiled, worn or torn plastic trash can liners/bags. Trash receptacles shall be left clean, free of foreign substances and free of odors.

1.3 Periodic Cleaning Services. The Contractor shall schedule services performed on a monthly, quarterly, semi-annual, annual, or as needed basis a minimum of a week in advance by email with the facility manager with a copy to the COR(s) for the base. If it becomes necessary to reschedule a periodic cleaning service, the party needing to reschedule shall contract the other two parties by email to arrange a new time as soon as the need to reschedule is known. The Government requires that some periodic cleanings be scheduled outside normal working hours.

Sign-off sheets for each periodic service should be signed by the facility manager at the time of performance and submitted to the COR(s) for the base within 3 days. (Services performed based on the respective level of cleaning service).

1.3.1 Periodic Hard Floor Maintenance. Hard floors shall be cleaned, scrubbed, sealed, polished, waxed, and stripped as required for the appropriate surface to maintain, protect and ease normal routine floor cleanings. After periodic maintenance, floor surfaces to include grout shall have a uniform, clean appearance without streaks, swirl marks, detergent residue, or any evidence of soil, stain, film, or still water.

1.3.2 Periodic Carpet Restorative Cleaning. Carpets shall be deep cleaned in order to remove embedded soil from carpet fibers. Deep cleaning shall employ an effective technique and/or method to address soil suspension, soil extraction and drying. After deep cleaning, the carpeted area shall show an improvement in visible appearance. All cleaning solutions shall be removed from baseboards, furniture, trash receptacles, chairs, and other similar items. Chairs, trash receptacles, and other items shall be moved to clean carpets underneath and placed back in their original position after the carpet is completely dry. The contractor shall ensure carpets are dry by 0700 hours the following duty day.

1.3.3. Periodic Glass Cleaning. This includes all interior and exterior windows and glass surfaces up to 2.50 meters. All windows shall be clean and show no traces of film, dirt, smudges, water, or any other foreign substance(s).

1.3.4. High Dusting (Periodic Cleaning). This includes all surfaces above 1.80 meters up to

14.00 meters. Surfaces must be free of dust, lint, cobwebs, and liter. Surfaces include items such as tables, shelves, bookcases, storage lockers, window sills, hand rails, pictures, clocks, window

FA5682-17-R-0002 Page 6 of 21 blinds, ceiling fans, or any additional items. This type of periodic cleaning will be performed only once a year.

1.4 Special Cleaning Requirements (Level 4 Cleaning). The Contractor shall accomplish all cleaning services in accordance with this PWS and the Service Summary (SS) for all Level 4 Special Requirement Facilities identified in Appendix B. Cleaning frequencies are established in Appendix A, AF Common Levels of Service Standards. Special Requirement Facilities include:

Child Development Centers, Parent COOP, Youth Center and Fitness Centers. If a Level 4 Facility is operating on a Holiday then Contractual Services must be provided to the facility in accordance with the PWS.

1.4.1 Child Development Center (CDC) and Parent COOP. These facilities must be maintained in accordance with AFI34-248 Child Development Centers.

1.4.2 Child Development Center (CDC), Parent COOP, and Youth Center Special Requirements. Contractor employees shall not have physical contact with children or be alone with unsupervised children. Kitchen areas are not part of the contractor’s responsibility for cleaning. The contractor shall provide at least one (1) employee that should be present at all times during the operating hours. Normal operating hours are indicated in Appendix C. Due to base operations, CDC and Youth Center operating hours may be expanded to 05:30 – 19:30 daily, including weekends. The Contractor must provide custodial services during these expanded hours at no additional cost to the government. All cleaning requirements will be performed either before or after operational duty hours except for any cleaning requirement standard performed more than 1 time daily. For specific cleaning requirements of 2 or more times daily at least one cleaning will be performed during normal operational hours. Daily floor cleanings shall be accomplished during normal operational hours as indicated in Appendix A.

These facilities are normally open on Italian Holidays.

1.4.2.1 Immunizations. All Contractor employees assigned to the CDCs, Parent COOP, and Youth Center shall be free of communicable diseases to include tuberculosis, prior to entering either facility. All contract employees must have the following immunizations required by AFI- 48-110, “Immunizations and Chemoprophylaxis” prior to being authorized to work. The Contractor shall be responsible for providing certification that all of his/her employees meet the above conditions. Payment for any required immunizations will be incurred at the Contractor’s expense.

Mumps Measles Rubella Tetanus Diphtheria Polio Hepatitis B Varicella Tuberculosis Skin Test

1.4.2.2 Required Documentation. The Contractor shall provide a summary spreadsheet listing of all employees proposed to work in CDCs, Parent COOP, and Youth Center to include the employees name and position, Certification that immunization requirements have been met and employee statement (1.4.2.4) for assignment to work in the CDCs, Parent COOP, and Youth

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Center. In the event that an employee is replaced, even temporarily, the replacement shall meet all requirements set forth in paragraph 1.4.2.4, prior to beginning work. Failure to fulfill these requirements, within sufficient time to replace an employee, will not relieve the Contractor of their responsibilities under this contract. Failure to provide these statements will prohibit contractor’s employee(s) to enter the CDCs, Parent COOP, and Youth Center. It shall be the Contractor’s responsibility to update the above documentations as necessary. Contractor employees shall submit a negative test report from the Health Department or their doctor and current immunization records to the CDC Director prior to starting work on an annual basis.

1.4.2.3 Required Identification. All employees shall wear a nametag or other identifying apparel. (AFI 34-248, 8.7.7)

1.4.3 Cleaning Requirements CDC and COOP.

1.4.3.1 Disinfecting, Cleaning and Sanitizing Solutions. The Contractor shall store all cleaning and sanitizing solutions in a non-brand name container(s) and clearly label the containers as “BLEACH WATER”. The solution must be kept out of children’s reach at all times.

• Cleaning Solution: Use of soap and water to remove visibly soiled areas.

• Disinfecting Solution: Use of a chemical agent to prevent infection from non-food surfaces and equipment by destroying harmful bacteria and other microbes. - Examples:

• Liquid chlorine bleach (without scent), one-quarter (1/4) cup (5.25% sodium hypochlorite) in one (1) gallon of water (or 1 Tablespoon bleach in 1 quart water), made fresh daily.

• Quaternary Ammonium Compound mix at 400 ppm or as directed and confirm with test papers.

• Pine Oils (must be at least 70% pine oil) follow manufacturer’s directions.

• Commercial Disinfectants follow manufacturer’s instructions.

• Sanitizing Solution: A limited list of chemical agents that reduce the number of bacteria and viruses to a safe level for public health requirements. Use sanitizers on food contaminated surfaces and equipment. Examples:

• Liquid chlorine bleach (without scent), 1 Tablespoon (5.25% sodium hypochlorite) in one (1) gallon of water, made fresh daily. Must be left on for 2 minutes to be effective.

• Quaternary Ammonium Compound mix as directed and confirm with test papers.

Check label to ensure it is recommended for food surfaces. Ammonium compounds are deactivated by soap and detergents and may not protect against all bacteria. The contractor must follow manufacturer’s instructions and allow the time for the sanitizing solution to work.

1.4.3.2 Cleaning Products Approval. The Contractor shall provide a list of all cleaning products to be used in CDCs, Parent COOP, and Youth Centers to the Directors of those

FA5682-17-R-0002 Page 8 of 21 facilities to ensure that the cleaning products are suitable for use in a child care environment at the time of the pre-performance conference. Any cleaning product that have warnings that they may not be used in areas occupied by children cannot be used. Chemical air fresheners are not allowed. All chemicals and any other potentially dangerous products (except bleach water solution) and cleaning supplies (including mops, mop buckets, etc.) must be stored in their original, labeled container in a locked closet not accessible to children.

1.4.3.3 Cleaning Equipment/Materials. Trash, mops, brooms, and cleaning buckets shall not be accessible to children.

1.4.3.4 Clean/Sanitize Tables, Chairs, and Highchairs. The Contractor will clean tables, chairs, and highchairs used for eating after each meal and will sanitize them daily. The Contractor is also responsible to sanitize all other remaining tables and chairs daily.

1.4.3.5 Clean/Sanitize Food Preparation and Diaper Changing Tables and Adjacent Walls.

The Contractor will clean food preparation tables, diaper changing counters, sinks, and adjacent walls at least daily, and/or as needed, with hot water and detergent and then sanitize with a bleach solution.

1.4.3.6 Sweeping/Mopping Non-Carpeted Floors. The Contractor shall sweep and mop (clean and sanitize) the floors underneath all eating tables and adjoining walls (if necessary) after each meal.

1.4.3.7 Other Non-Carpeted Floors. All other floors (not including restrooms) shall be swept, mopped with hot water, and sanitized with a bleach water solution daily.

1.4.3.8 Clean/Sanitize Children’s Toilets and Fixtures. Toilets, sinks and adjacent walls (up to height of four feet/ 1.20m) will be cleaned with hot water and detergent and sanitized with a bleach water solution at least twice a day (after lunch and in the evening, after normal duty hours) in rooms with children over two years old and once a day in rooms with children under two years old.

1.4.3.9 Sweep/Mop Children’s Bathroom Floors. The Contractor shall sweep and mop the children’s bathroom floors twice a day first with hot water and detergent and then sanitized with a bleach water solution.

1.4.3.10 Non-carpeted floor maintenance. The Contractor shall spray buff all non-carpeted floors once a month. These floors shall also be stripped and waxed on a semi-annual basis, after operating hours. The Contractor shall remove all movable furniture prior to stripping and waxing.

1.4.3.11 Vacuum. The Contractor shall maintain all carpet areas free from visible soil and vacuumed at least once per day when children are not present in the activity rooms, or as required, to maintain clean and sanitary conditions. Soiled areas should be cleaned as necessary.

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1.4.3.12 Carpet Maintenance. The Contractor shall shampoo all carpets in accordance with Air Force Common Output Level Standards outlined in Appendix A (AF COLS) of the PWS. To avoid disruption of daily operations, carpet cleaning shall be scheduled on weekends or after normal duty hours, to ensure carpets will be completely dry when children will return.

1.4.3.13 Empty Trash Cans and Diaper Pails. The Contractor shall empty trash cans once and diaper pails twice, daily. The contractor shall provide, and replace worn, torn or otherwise soiled plastic trash bags suitable for each type of trash containers within the entire facility. Trash shall be properly disposed of in the appropriate existing refuse containers.

1.4.3.14 Clean/Sanitize Trash Container and Diaper Pail. The Contractor shall disinfect trash containers and diapers pails daily, first with hot water and detergent and then sanitized with a bleach water solution.

1.4.3.15 Stock Restroom/Facility Supplies. The Contractor shall ensure restrooms and facility supplies are sufficiently stocked so any provided supplies including toilet tissue, paper towels, and hand soap do not run out. Supplies shall be stored in designated areas. If supplies run out prior to the next scheduled service date, the contractor shall refill within two hours of notification.

1.4.3.16 Dusting. Low dusting includes surfaces within 1.8 meters (6 feet) of the floor and must be free of dust, lint, cobwebs, and litter. High dusting includes surfaces above 1.8 meters (6 feet) up to 3 meters (10 feet). Surfaces include tables, shelves, bookcases, storage lockers, window sills, hand rails, pictures, clocks, window blinds, ceiling fans, and/or any additional items.

1.4.3.17 Windows/Interior Glass. All windows and interior glass, including glass in doors, partitions, walls, display cases, and directory boards shall show no traces of film, dirt, smudges, water, or any other foreign substance.

1.4.3.18 Clean Drinking Fountains. Clean drinking fountains with sanitizing solution once daily.

1.4.3.19 Clean Door Knobs. Clean door knobs with sanitizing solution once daily.

1.4.4. Fitness Center Special Requirements. Designated Base Fitness Centers shall be maintained in accordance with contract standards, summarized below and Appendix A, at the following locations: Bldg 1405 (Dragon Fitness Center Annex, Area F), and Bldg 1430 (Wyvern Fitness Center Annex, Area F). Normal operating hours for Base Fitness Centers are in Appendix E.

1.4.4.1. Wipe/Disinfect Equipment. All gym equipment shall be cleaned and disinfected daily using water and 50% chlorine bleach solution or other similar disinfectant solution. After cleaning, equipment shall be dry and free of stain and odor.

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1.4.4.2. Operating Hours: The contractor shall provide two (2) employees (1 male and 1 female) for each of the facilities during normal operating hours, Monday through Sunday. Contractor shall perform custodial services on all U.S. Federal and Italian holidays.

1.5 Contractor Provided Equipment and Supplies.

1.5.1 Contractor-Furnished Equipment/Vehicles. The contractor shall provide and maintain all equipment and vehicles necessary to perform the requirements of this contract. The contractor may perform cleaning, minor repair and other normal maintenance requirements of equipment on site. Maintenance and repair of contractor vehicles or their privately owned vehicles shall not be accomplished on site. Contractor vehicles shall have the company name prominently displayed on both sides of the vehicle and be maintained to present a neat, professional appearance. Contractor vehicles shall be used solely for the intended purpose of performing services in accordance with this Performance Work Statement during normal hours of operation.

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1.5.1.1 All equipment used for the performance of this contract shall be in good operable condition and carry a U/L (Underwriters Laboratory) and must have a CE (Conformity European) listing. Equipment found to be unsafe and unable to function as designed, shall not be used for the performance of this contract. The CO or Contracting Officer designated representative (COR) may inspect the contractor’s equipment and vehicles at any time and direct the removal of any unsafe or unusable equipment or vehicle from the installation.

1.5.1.2 The contractor shall provide adequate numbers of equipment items and vehicles to effectively fulfill the scope of this contract. In addition, the contractor shall maintain or have backup equipment or vehicles to provide continued service in the event primary equipment or vehicles are down for extended maintenance or repairs. Equipment failure shall not alleviate the contractor from performing any requirement contained in this contract.

1.5.2 Contractor Furnished Restroom Supplies. Prior to the commencement of custodial services the Contractor will provide samples of all restrooms supplies to the COR for approval.

• Plastic Trash Can Liners/Bags: Suitable for the type of trash receptacle.

• Toilet Tissue: Two-ply.

• Paper Towels: Bi-Fold, Tri-Fold Dispenser Type.

• Hand Soap: Liquid anti-bacterial soap for installed liquid soap dispensers, and hand size push/pump liquid anti-bacterial soap dispensers when there are no dispensers or the installed dispensers are non-operational.

• Recycled Products: 100 percent of all paper products (toilet tissue and paper towels) used in this contract must contain recycled materials.

1.6 Miscellaneous Requirements

• Turn off unnecessary lights

• Report fire hazards, conditions, and items in need of repair to the COR

• Turn in lost and found articles to the COR

• Notify COR when unauthorized or suspicious persons are seen on the premise.

Employees entering any facility or area after it has been secured shall enter through one door and lock the door behind them. These facilities or areas shall not be left unsecured at any time, including the period when work is being performed. Upon completing work in a facility or area, Contractor employees shall ensure all doors and windows that were secured upon their arrival are closed and secured upon their departure.

• The Contractor shall display the appropriate caution signs when cleaning floors or any other surface that might pose a risk to injury for any personnel that are present.

2.1 Service Summary (SS):

The contract service requirements are summarized in performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimally acceptable levels of service required for each requirement. The SS and the contractor’s Quality Control Plan provide information on contract requirements, the expected level of contractor performance and the expected method of government Inspection/Acceptance of services

FA5682-17-R-0002 Page 11 of 21 provided. These thresholds are critical to mission success. Procedures as set forth in the FAR 52.212-4 (a), Contract Terms and Conditions - Commercial Items, Inspection/Acceptance, will be used to remedy all deficiencies.

Performance Objective PWS

Para Performance

Threshold Inspection Method

Remedy

SS-1

Facility Cleaning Service

a. Non-Carpeted Floors

b. Carpeted Floors

c. Stairways / Elevators / Handicap Lifts

d. Walk-off Mats

e. Trash Removal

1.1, inclusive

90% of the periodic inspection and no more than 3 valid customer’s complaints

Periodic Inspection and customer complaint

Re-performance within 2 hours of notification at no additional cost. If fail to re-perform satisfactorily, monetary deduction for services not performed as required. Negative Past Performance Evaluation.

SS-2

Restrooms/Locker Rooms Cleaning Services

a. Clean and Disinfect

b. Sign-In Sheet/ Task Sheet

c. Floors

d. Supplies

e. Drinking Fountains

f. Trash Removal

1.2, inclusive

90% of the periodic inspection and no more than 3 valid customer’s complaints

Periodic Inspection and customer complaint

Re-performance within 2 hours of notification at no additional cost. If fail to re-perform satisfactorily, monetary deduction for services not performed as required. Negative Past Performance Evaluation.

SS-3

Periodic Cleaning Services

a. Hard Floor Maintenance

b. Carpet Restorative Cleaning C. Glass Cleaning

d. High Dusting

e. Special Cleaning

1.3, inclusive.

95% of the periodic inspection and no more than 3 valid customer’s complaints per month

Periodic Inspection and customer complaint

Re-performance within 15 days of notification or within a mutually acceptable timeframe to the COR, customer and contractor at no additional cost. If fail to re-perform satisfactorily, monetary deduction for services not performed as required.

Negative Past Performance Evaluation

SS-4

Quality Control/Quality Assurance Inspection procedures are followed and documented in accordance with Contractor’s Quality Control Plan (incorporated into contract after award).

2.1 95% of Metrics Report, and Periodic Inspection of Quality Control Plan.

100% Inspection of Metrics Report and Periodic Inspection of Quality Control Plan

Contractor shall provide a written monthly Metrics Report within 7 calendar days from the beginning of each month

SS-5

Special Requirements

a. Child Development Center(s)

b. Fitness Centers

c. Youth Center

d. School Age Program

1.4, inclusive

100% and no more than two (2) valid customer’s complaints per month

Periodic Inspection and customer complaint

Prompt Re-performance at no additional cost. If fail to re-perform satisfactorily, monetary deduction for services not performed as required.

Negative Past Performance Evaluation

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2.2 Quality Control. The Contractor shall develop and maintain a quality control program (QCP) to ensure custodial services are performed in accordance with commonly accepted commercial practices and services identified in this PWS. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-performance and continual repeat of defective service does not occur. As a minimum, the contractor shall develop quality control procedures addressing the areas identified in paragraph 2, Service Summary. The Contractor shall establish and maintain a complete QCP that ensures services are mantained and performed IAW this contract, applicable laws and regulations to reach the objective stated in this PWS. The QCP should address all aspects of quality to include the responsibility for surveillance, description of records to be kept, and corrective actions to be taken to remedy unsatisfactory performance. A copy of the Contractor's QCP shall be submitted with the Contractors Bid.

Proposed changes to the plan shall be provided to the CO prior to implementation. The contractor shall submit monthly metrics report to the COR within 7 calendar days from the beginning of each month.

2.3 Quality Assurance. The government shall inspect and evaluate the contractor’s performance to ensure services are received in accordance with requirements set forth in the contract. The COR will use the contractor’s work schedule or modified version thereof, to record validation results. Results of the validation then become the official Air Force record of the Contractor’s performance. When a performance standard has not been met or contractor performance has not been accomplished, the COR will initiate and provide the CO a Contract Discrepancy Report (CDR) for issuance to the contractor. The contractor shall respond to the CDR IAW instructions provided and return it to the CO within 10 calendar days of receipt.

2.4 Performance Assessment

2.4.1 Periodic Inspections. This method requires the COR to employ a “spot check” style of evaluation based on the contractor’s incorporated Cleaning Frequency Schedule (CFS, PWS paragraph 4.20). Periodic validations will be conducted on a scheduled basis (daily, weekly, monthly, quarterly, semi-annual or annually) and may be adjusted, based on quality trends. The CFS or modified version thereof, shall be used for COR scheduled inspections and results documentation.

Any unsatisfactory inspection (defect) result shall be recorded, and the Contractor shall re-perform the service within 2 hours after notification.

Exceeding the performance threshold for any of these performance objectives in any one month period shall result in a warning or letter of concern from the CO. In turn, the CO will take any required action, if deemed necessary

Exceeding the performance threshold of these performance objectives, in any combination for any two, or more consecutive or non-consecutive months during a contract period shall constitute an immediate Progress Meeting with the Multi-functional Team. All remedies shall be in accordance with the FAR 52.212-4 (a), Contract Terms and Conditions - Commercial Items, Inspection/Acceptance.

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2.4.2 Customer Complaints. The COR will receive and investigate complaints. The COR shall be responsible for initially validating customer complaints. The CO shall make final determination of the validity of customer complaint(s) in cases of disagreement with the COR and the Contractor. Validated customer complaints shall be re-performed as per Service Summary Remedy.

2.5 Periodic Quarterly Progress Meetings. The CO, Functional Commander, COR, other government personnel as appropriate, and the Contractor shall periodically meet to discuss the Contractor’s performance. The following issues shall be discussed; opportunities to improve the contract, any modifications required of the contract, unsatisfactory inspections and valid customer complaints against each performance objective observed and steps taken by the Contractor to prevent occurrences in the future. The minutes of these meetings will be provided in writing to all attendees, for concurrence. Should the contractor not concur with the minutes, the contractor will provide a written notification to the Contracting Office identifying areas of non-concurrence for resolution within three (3) working days.

3.1 Government Furnished Storage Space

3.2 Government Furnished Facilities. The government will provide storage space in Connex storage container located in Area C of the Aviano AB. No alterations to the storage space shall be made without the specific written permission from the functional commander and the CO as coordinated and approved via the Civil Engineer work order, AF Form 332. In case of alterations necessary for compliance with OSHA, such permission shall not be reasonably withheld. The Contractor shall return the storage space to the government in the same condition as received, fair wear and tear and approved modifications. The Government is not responsible for any break in, stolen or damaged items occurring within the indicated storage container.

3.2.1 Janitorial Closets. Janitorial closets will be available for use by the Contractor, without cost, for the purpose of storing materials and equipment, excluding flammable materials. The Contractor will be required to maintain odorless and clean closets. Closets will be free of clutter and debris. Cleaning supplies and tools will be stored and organized in such a manner as to allow easy access and movement in closet. The government will not be responsible for Contractor’s stored supplies or equipment kept in the building or janitor’s closets or for the Contractor’s employees’ personal belongings.

3.3 Government Furnished Supplies and Equipment. None.

3.4 Government Furnished Utilities. The Government will furnish electricity, water and sewage service as necessary to accomplish the required service(s) in accordance with the contract. Adapters shall be provided by the Contractor.

3.4.1 Utility Conservation. The Contractor shall adhere to all base level utility conservation practices or requirements. The Contractor shall be responsible for operating under conditions that prevent waste of utilities.

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3.4 Telephone Service. The Government will only provide telephone service to call on base numbers. Telephone service to off-base numbers will not be provided. Internet service will not be provided.

3.5 Security, Fire and Medical Services. In case of emergency the Government will provide security forces and fire protection. In case of need, the Contractor is supposed to call 118 (Emergency First Aid) IAW the Italian law and regulations.

3.6 Solid Waste Collection and Disposal. The Contractor shall use existing bulk containers to dispose of trash or solid waste generated from accomplishment of services detailed in this PWS.

The contractor shall adhere to all base level recycling programs.

4.1 General Information

4.2 Normal Working Hours. Normal working hours are Monday through Friday, from 0600 to 1800, except US Federal and Italian Holidays. The Contractor will schedule all the services to be performed during normal working hours except for the special facilities which operate outside of normal working hours or have specific periods of time when services must be performed.

Special facilities and hours are indicated in Appendix C. The contractor may find it necessary to deviate from the normal hours of operation, to ensure timely completion of work under this PWS at no additional cost to the Government.

4.3 Holidays. Unless indicated otherwise in this PWS, the Contractor is not required to provide services during the following U.S. Federal and Italian Holidays:

U.S. FEDERAL HOLIDAYS

New Year’s Day - 1 January Martin Luther King Day - 3rd Monday in January Washington’s Birthday - 3rd Monday in February Memorial Day - last Monday in May Independence Day - 4 July Labor Day - 1st Monday in September Columbus Day - 2nd Monday in October Veteran’s Day - 11 November Thanksgiving Day - 4th Thursday in November Christmas Day - 25 December

ITALIAN HOLIDAYS

New Year’s Day - 1 January Epiphany - 6 January Easter Monday Liberation Day - 25 April Italian Labor Day - 1 May Republic Day - 2 June Assumption Day - 15 August All Saints Day - 1 November

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Immaculate Conception - 8 December Christmas Day - 25 December Saint Stefano Day - 26 December

If these holidays fall on Saturday, the preceding Friday will be observed. If these holidays fall on Sunday, the following Monday will be observed. If a holiday falls on a scheduled service day, the Contractor will be responsible for rescheduling services for the first day post the holiday observance

4.4 Base Closures. If work scheduled cannot be accomplished due to Government’s mission operations (delay) such as Base closure, exercises, or actual alert, the contractor will restart the scheduled service as soon as possible after reopening of the base, without any penalty incurred.

A schedule of ‘catch up’ work shall be provided to the COR(s) for the base/task order before work commences. Notification of elevated force protection levels will be provided to the Contractor’s management.

4.5 Phase-in Training. During a 30 day period of time before the new contract start date, the incumbent contractor will be required to provide the new contractor with sufficient information to consent him to perform the contract requirements efficiently as of the contract start date. The training will give to the new contractor information in regards but not limited to the estimated number of employees, labor hours, equipment and supplies needed to perform the different contract cleaning levels.

4.6 Contractor/Employee Base Pass and Identification, Special Clearances and Vehicle Passes. The contractor shall comply with all requirements and procedures IAW AFFAR 5353.242-9000, Contractor Access to Air Force Installations. All documentation shall be submitted at the pre-performance conference.

4.7 Cleaning Supplies. The contractor shall furnish a listing of all cleaning supplies utilized during the contract period to the COR not later than the pre-performance conference for acceptance. After award, any new cleaning supplies added to the contract will need acceptance before being used on the installation. The cleaning inventory supply list shall contain the following information:

• Product name

• Manufacturer

• Item use

• Disposal procedures if material remains after usage

• Storage of item

The contractor shall be responsible for the proper disposal of all their cleaning supplies. A safety data sheet (SDS) shall also be provided for each cleaning supply item and employees will be trained, by the contractor, on the proper use and disposal of each item. All cleaning supplies shall be non-flammable.

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*NOTE: Products containing chlorofluorocarbons (CFC’s) or ozone depleting substances shall not be allowed or approved for use. Products containing phenolic compounds, such as “Lysol” shall not be allowed or approved for use in Child Development Centers.

4.8 Hazardous Material Identification. Safety Data Sheets (SDS) are required as specified in the latest version of Federal Standard No. 313 (including revisions adopted during the term of the contract) for any hazardous material and for material designated by a government technical representative as potentially hazardous and requiring safety controls. The Contractor must submit an electronic and paper copy of all SDSs to the CES Environmental Section, via CONS, for approval prior to bringing the material onto Aviano Air Base. Failure to provide SDSs when requested could result in the Contractor not being authorized to use such product on Base .The Contractor shall maintain one copy of the SDSs at its local office and primary storage location.

*NOTE: The Contractor shall not use products that are or contain Toxic 17 chemicals, Extremely Hazardous Substances (EHS), Ozone Depleting Substances (ODS), and/or Persistent Bio accumulative and Toxic (PBT) chemicals. Any Hazardous Material containing one of these banned substances will not be allowed on base. All cleaning supplies shall be non-flammable.

4.7.1 Hazardous waste Disposal. 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 according to host nation waste regulations. Reference: AFI 32-7086, Hazardous Materials Management with AFI 32-7086, Hazardous Materials Management, USAFE Supplement and AFI 32-7042, Waste Management.

4.8 Spill Response. The Contractor will be briefed on Aviano AB spill response procedures at the pre-performance conference. The Contractor is responsible to report and promptly cleanup all spills in a manner consistent with current environmental regulations, in the event that it is necessary to utilize government material, equipment or personnel to clean up a Contractor caused spill, the Contractor will be required to reimburse the government for all associated costs.

4.9 Training. The Contractor shall ensure all employees complete any applicable Air Force Hazardous Material/Waste training (The Government will provide the applicable AFIs). The Contractor shall appoint a primary and alternate Hazardous Material/Waste monitor. Monitors are responsible for training all Contractor personnel regarding hazardous material used during their work at Aviano AB as well as maintaining and submitting all applicable SDSs.

4.10 Language Proficiency. All contractor supervisory personnel to include the Contract Manager, Quality Control Inspector, and any other contractor personnel assigned to interact with the government must be able to read, write, speak and understand the English language sufficiently to efficiently communicate with any Government’s representative for any needs that may arise during the performance of the required service. After contract start date all written correspondence from the contractor shall be in English.

4.11 Alcohol and Drugs. The consumption of and/or being under the influence of alcohol (to include smelling of alcohol) or drugs while on duty is strictly prohibited. At the direction of the

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CO, contractor personnel found or suspected to be under the influence of alcohol or drugs during duty will be immediately suspended from duty and a qualified replacement provided immediately at no additional cost to the government.

4.12 Traffic Laws. The Contractor and its employees shall comply with base traffic regulations.

4.13 Weapons, Firearms, and Ammunition. Contractor employees are prohibited from possessing weapons, firearms, or ammunition, on themselves or within their Contractor-owned or privately owned vehicle while on Aviano AB.

4.14 For Official Use Only (FOUO). The Contractor shall comply with DoD 5400-7-R, Chapter 4, DoD Freedom of Information Act (FOIA) Program requirements. This regulation sets policy and procedures for the disclosure of records to the public and for marking, handling, transmitting, and safeguarding FOUO material.

4.15 Reporting Requirements. Contractor personnel shall report to an appropriate authority any information or circumstances of which they are aware may pose a threat to the security of DOD personnel, Contractor personnel, resources, and classified or unclassified defense information. The on base emergency response number is DSN 911 or Commercial 0434-308911.

4.15.1 Access. The Contractor is required to attempt access to a facility to be cleaned for a minimum of 10 minutes before departing. If the Contractor is unable to gain access to a facility or portion thereof, or a building occupant does not allow the contractor to perform services, then this information must be verbally reported to the COR via phone call or in person. If the Contractor is unable to verbally communicate with the COR, then it will report the information via email. If the Contractor cannot communicate with the COR, then he will contact the contract administrator (CA) or the CO... This report must be submitted no later than 1700 on the day of the occurrence, and consist of the specific information pertaining to the lack of access. This report will include at a minimum date access attempted:

• Time(s) Access attempted

• Facility Number

• Room Number if applicable

• Service to be provided

• Occupant name if applicable

• Summary of Contractor Actions and Access Issues.

4.15.2 Damage. If the Contractor discovers damage (sink broken, toilet malfunctioning, etc.) to areas it is responsible for cleaning, then he must report this damage to the COR immediately. If the COR is not available, the contractor will inform the CO.

4.15.3 Monthly Damage Report. Within the first 3 working days of the month, the Contractor will submit a Monthly Report summarizing in chronological order all the Access and Damage Reports it made to the government during the previous month.

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4.15.3.1 Additionally, the Monthly Damage Report, must indicate all COR and CO notifications to the Contractor during the previous month regarding any issues related to the services provided under this contract. These notifications include but are not limited to Customer/Occupants Complaints, COR/CO re-performance requests, and lack of supplies. The information provided must indicate at a minimum:

• Date and Time of Notification

• Notifier’s Name

• Facility Number & Room Number (if applicable)

• Notification Issue

• Summary of Contractor Resolution Actions

• Date and Time Resolution was Complete

4.16 Physical Security. The Contractor shall be responsible for safeguarding all government property and controlled forms provided for Contractor use. At the end of each working day and/or night all government facilities, equipment, and materials shall be secured.

4.17 Contract Manager. The Contractor shall establish and maintain an office through which the contract manager or alternate(s) can be contacted during work hours. The contract manager or alternate shall be available during normal duty hours to meet on the installation within 1 hour with the government personnel designated by the CO to discuss problem areas. The Contractor shall provide the CO telephone number(s) where validation results and complaints can be reported. The Contractor shall also provide the CO the names and phone/cell phones’ numbers of Contractor’s POCs for after business hours including nights, weekends, and holidays. This information will be kept updated by the Contractor whenever personnel changes occur. The contract manager or alternate shall have full authority to act for the Contractor on all contract matters related to the daily operation of this contract.

4.18 Personnel. Contractor personnel shall present a neat appearance. Contractor personnel shall be easily recognizable while on the installation in conjunction with this contract. This shall be accomplished through the wear of distinctive clothing, overcoats, or hats, bearing the company name or logo. The coloring or design of the items selected should be such that identifies personnel easily and quickly for reasons of safety and personal protection. The government is authorized to restrict the employment under the contract of any Contractor employee or prospective Contractor employee, who is identified as a potential threat to the health, safety, security, general well-being, or operational mission of the installation and its population.

4.19 Key Control. The Contractor shall establish and implement methods of making sure all keys/combinations issued to the Contractor by the government are not lost or misplaced and are not used by unauthorized persons. The Contractor shall not duplicate any keys issued by the government. The Contractor shall immediately report to the COR or CO any occurrences of lost or duplicated keys. In the event keys, other than master keys, are lost or duplicated, the Contractor may be required, upon written direction of the CO, to re-key or replace the affected lock or locks at no cost to the government. The government may, however, at its option, replace the affected lock or locks or perform re-keying and deduct the cost of such from the monthly payment due the Contractor. In the event a master key is lost or duplicated, the government shall

FA5682-17-R-0002 Page 19 of 21 replace all locks and keys for that system, and the total cost will be deducted from the monthly payment due to the Contractor.

4.20 Cleaning Frequency Schedule (CFS). The contractor shall submit a schedule for all services (basic and periodic) described in Appendix A of the PWS to the COR and CO for acceptance within 10 working days of contract award, identifying facilities by building number in numerical order, and approximate time cleaning will occur.