PWS Laundry Services GEC.rtf

PERFORMANCE WORK STATEMENT

Laundry and Linen Services for VA Pacific Islands Health Care System (VAPIHCS)

GENERAL SCOPE OF WORK

The Contractor shall furnish all labor, equipment, supervision, management, supplies, and transportation to provide Contractor-Owned, Contractor-Operated Laundry Service. These services shall be provided to the Department of Veterans Affairs Pacific Islands Healthcare System facilities (VAPIHCS) within the Veterans Integrated Service Network (V ISN) 21. Period of Performance:

(a) The work required by this PWS consists of contractor furnishing all the linen and textiles for CLC/ GEC services needs. The maximum of the contract, inclusive of all options, shall not exceed

$1,500,000. The Government does not guarantee that it will place any orders under this contract more than the guaranteed minimum award amount.

(b) Any change of function by the Government, which may affect this contract as contemplated by this paragraph, and which requires permanent adjustments in frequency or type of performance, will be coordinated with the Contractor by the COR through the CO prior to initiation of such a change, to assure adequate contractual coverage.

Place of Performance:

Center for Aging - VA Pacific Islands Healthcare System Pickup / Delivery Locations:

1) Center For Aging – Building number # 110 - 459 Patterson Road Honolulu, HI 96819

REQUIREMENTS

Contractor shall provide Contractor-Owned, Contractor-Operated Laundry Service to include all managements labor, equipment, transportation, supplies, vehicles, and facility, except as specified here as government-furnished, necessary to assure all operations and services are conducted in accordance with the contract,

(a) These services shall be provided to the Department of Veterans Affairs VA Pacific Islands Healthcare system.

2.1(b) Contractor shall provide complete Laundry and Linen Service for the estimated laundry requirement shown in the Bid Schedule. The annual services include pick-up soiled/contaminated linen and deliver clean linen for approximately 185,000 pounds linen supply/rentals.

2.1(c) There is no data on daily average linen usage per facility. Pick-up and delivery shall be made daily, except as otherwise stated, 2.1(d) Service will be required 7 days a week, 365 days a year. See Section 17.0 for task and frequency Schedule and list of Soil Linen Pick-up and Clean Linen Delivery Sites.

2.1(e) The Contractor shall maintain a system of records as to work performed sufficient to respond to all reasonable issues about the linen supply and work performed 2.1(f) The Contractor shall accomplish all work under this contract in accordance with ( l ) current Joint Commission (JC); (2) Occupational Safety and Health Agency (OSHA); (3) Environmental Protection Agency (EPA) and hazardous materials requirements; (4) all regulations cited in this contract, (5) all applicable local, State, and Federal laws, regulations, codes, and directives, and (6) industry standards. JC establishes the facility and management standards for VA facilities. The VA is committed to maintaining JC approved health care facilities. The Contractor’s efforts shall provide the service to meet the requirements for high quality patient care, sensitivity to proper scheduling to meet medical and patient needs, and sanitation for infection control purposes.

2.1(g) Service shall Include all processes necessary for laundering of the articles even though every step involved is not specifically mentioned, All work shall be performed under sanitary conditions and the facility shall have a complete staphylococcus barrier wall and pass through a washing system that separates soiled linen from clean linen and be open to inspection of sanitary conditions by government representatives, The laundry processing facility shall be arranged so that there IS no contact between soiled and processed linen. After processing, laundered articles shall be in serviceable and sanitary condition, meeting established performance requirements standards.

2.1(h) Contractor shall comply with OSHA Code of Regulations 29, Part 1910 Section 1030 Appendix A Blood Borne Pathogen, laundry standards for contaminated laundry 2.1(i) Contractor shall possess a valid wastewater discharge permit from the local pretreatment authority. Contractor shall also possess any required hazardous material storage permits from local fire and/or health departments necessary for on-site use and storage of chemicals or other hazardous materials.

All workmanship shall be in accordance with practices established by the Association for Linen Management, Dry Cleaning and Laundry Institute, International Textile Rental Services Association (TRSA) and accepted industry standards. It is intended that services shall include all processes necessary for the laundering of the articles even though every step involved is not specifically mentioned.

All work shall be performed under sanitary conditions as specified by The Joint Commission. Physical separation, through the presence of a barrier wall and the use of pass-through equipment is required to maintain positive air pressure in the clean section relative to a negative air pressure in the soiled section. In no case shall clean and soiled linen share the same physical space. The Laundry Plant layout/design must incorporate a “design for asepsis” where by clean linen does not come into contact with soiled linens nor share the same physical space, thus avoiding cross-contamination or reintroduction of bacteria once processed. Plants in which the work is done shall be open to inspection of sanitary conditions by Government representatives. After processing, laundered articles shall be in serviceable and sanitary condition, meeting established quality and performance requirement standards as shown in Section “Quality Assurance”.

CONTRACTOR EXPERIENCE AND PERSONNEL

The contractor shall have experience in providing hospital laundry services. The firm must have gained this experience as a result of being regularly engaged in the business of providing laundry services in health care patient care environments (e.g., Inpatient and outpatient medical treatment facilities). The contractor shall submit a statement of experience as a company providing hospital laundry services with the proposal the minimum level of acceptable experience required is 24 months within the previous 36 months from the date initially established for submission of proposal. Only firms with this experience will be considered for award

authority to act on behalf of the contractor on all technical requirements relating to the daily operation of this contract, The Program Manager must meet the following requirements 3.3(a) Certified by the National Association of International Linen Management (NAJLM) or a graduate of an Independently controlled management-training program emphasizing institutional laundry the formal course must have been previously established, sponsored by a teaching activity, and comparable in content duration to the American Laundry and Linen College, Parts Il Curricula and I At least 3 years of specialized experience in the capacity 3.3(b) Certification of experience including name and address of facility and certifications of completed courses will be submitted with the offer as part of the technical requirements. Replacement Program Manager shall provide required certification information 1 5 days prior to starting work 3.3(c) The name of the designated Program Manager and an alternate to act for the contractor when the manager IS absent shall be provided with the proposal. The designation letter shall include phone number(s) for duty hours and after duty hours, Normal duty hours are 7:00 a.m. to 3:30 p.m. The Program Manger and alternate will also provide home phone numbers to be used in case of emergency situations.

3.3(d) The Program Manager or alternate shall be available for consultation with Government representatives during normal duty hours and respond in person, or by telephone, within one (l) hour of notification by the Contracting Officer's Representative (COR) after normal duty hours. The Program Manager will meet with the COR monthly according to schedule established by the COR new issuance of any Contract Discrepancy Report may be cause for the scheduling of additional meetings A mutual effort will be made to resolve all identified Issues.

3.3(e) Contractor shall provide training on establish CDC procedures and guidelines for a clean and sanitary environment for staff and visitors; in order to prevent the proliferation of emerging pathogens such as SARS-CoV-2 (COVID-19), cross-contamination, and transmission of infections.

EMPLOYEES AND EXPERIENCE.

Contractor personnel entering the Medical Facilities shall present a neat appearance and must be easily recognizable as an employee of the contractor, this may be accomplished by wearing distinctive clothing bearing the name of the company, and by wearing appropriate badges or Identification tags, which contend the company name.

The contractor shall submit a Contingency Plan with the proposal. The contractor also has the responsibility of notifying the Contracting Officer if at any time the plan is changed. The contractor shall notify the Contracting Officer of any event that Jeopardizes performance, plan shall include contingency operations.

QUALITY CONTROL PROGRAM

The contractor shall establish and maintain a complete Quality Control Program (QCP) to verify the requirements of the contract are provided as specified the contractor shall submit their Quality Control Plan with the proposal. The Contracting Officer will notify the contractor of acceptance or required modifications to the plan within fifteen (15) days after the contract start date. The contractor shall make appropriate modifications and obtain acceptance of the plan by the Contracting Officer within thirty (30) days of afflation, the plan should include procedures to implement all requirements of the contract, which shall include the in-processing of the laundry processes and the following:

6.1(a) An inspection system covering all the services required by this contract which must specify the areas to be inspected on either a scheduled or unscheduled basis, how often inspection will be accomplished and documented, and the name and title of the individual who will perform the inspection (this person should be someone other than the Program Manager and does not report directly to the Program Manager).

6.1(b) The methods of identifying and preventing defects in the quality of service performed before the level of performance becomes unacceptable. This will Include procedures for a method of inspection to assure proper temperatures, bleaches, bluing, chemical rinse, (sour) detergents and other additives are adhered to.

Records of all quality control inspections conducted by the contractor and corrective action taken to prevent continued reoccurrence of deficiencies.

6.7(a) This COR Plan has been developed to implement a service contract. It is designed to aid the Government's COR or designated representative in providing effective and systematic surveillance of all aspects of laundry/linen services.

6.7(b) This plan provides for monitoring all contract requirements through a combination of methods. 6.7(c) Customer complaint surveillance guides; and Surveillance activity checklist.

6.7(d) The objective of this surveillance plan is to evaluate how the Contractor is performing in key areas.

6.7(e) The principal method of surveillance will be the random sampling of the quantity and quality of laundered items processed. The plan contains sampling guides for use in random sampling. It contains random sampling (tally) checklists which are used to record information about the random samples.

6.7(f) Tasks not surveyed by random sampling will be covered by daily observation in some cases or by use or periodic checklist inspections. Appropriate checklists are provided for recording observations in this type of surveillance.

6.7(g) Notwithstanding the provisions of the contract covering inspection, acceptance, and deduction from payment, any items found to have been unsatisfactorily cleaned shall be re-cleaned at no additional cost to the Government. Such items shall be identified, for Contractor recognition, by the COR when they are returned on the next scheduled pickup after an unsatisfactory condition is discovered.

How to use the Surveillance Plan

6.8(a) This surveillance plan has been organized to facilitate use by the COR or designated representative. It is the COR’s responsibility to develop a monthly schedule for activities based on the surveillance plan’s requirements. The monthly schedule will be completed by the last workday of the preceding month and a copy will be submitted to a CO or other management official for information and review by an assigned workday of the month.

6.8(b) To build the inspection schedule, the COR or designated representative will select areas and times for the random sampling using the procedures shown in the surveillance plan. Periodic checklist items to be surveyed during the month will be programmed into the schedule to facilitate their accomplishment. This monthly schedule should show what the COR or designated representative is monitoring each day. Changes will be posted weekly and copies sent to appropriate officials. The reasons for changes will be fully documented and explained. Actual surveillance activity must be comparable to the monthly schedule. The responsible management official must be able to observe a COR’s or designated representative’s performance by using the monthly schedule, as updated. One should be able to conduct a complete audit trail from the monthly schedule by observing the COR or designated representative perform sampling or other checklist surveillance, and completion of tally and other checklists. An auditor should be able to track from the above items to the management’s actions (payment deductions or other actions as necessary if contract service is being performed), described on a CDR.

6.8(c) Monthly tally checklists will be prepared for each sampling guide and will be used to record information on observations and defects. Each observation in the sampling will be recorded on the tally checklists. These documents will then become a formal record for later reference. The tally of observations and defects at the end of each month will be compared to the acceptable number of defects appearing in the relevant sampling guide. Any errors detected during the course of the surveillance, even if not of sufficient degree to render the service unsatisfactory in terms of the AQL parameters, will require corrective action by the Contractor. Errors detected by the COR or designated representative in the course of surveillance will be communicated to the Contractor. Notification of errors will take place within 1 working day.

Specifics concerning any errors should be recorded on the tally checklist. The Contractor should be asked to initial this record.

6.8(d) If the sampling guide indicates that the number of defects is too high, the current month’s service will be considered unsatisfactory. If performance in any area is judged unsatisfactory, based on random sampling or other criteria as set forth in Summary Table 7.3.1. Performance Requirements Summary, of the Laundry State of Work, a Contractor will be given a CDR by the COR or designated representative. When completed and signed, the CDR, along with the tally checklist becomes the documentation supporting payment or nonpayment or other actions as necessary for Contractor provided services.

6.8(e) There are some requirements in a contract which are more conveniently monitored on an individual periodic basis. For example, a Contractor is required to provide continuing training. When these items are checked (quarterly and monthly, for example), the deficiencies will be recorded on the appropriate checklist. When these items are discovered to be unsatisfactory, actions as described above will be taken. For the number of allowable defects, see the Performance Requirement Summary in the SOW.

QUALITY ASSURANCE

The government will make unscheduled visits (o the contractor's facility to observe equipment and in- process work. A site visit of the Contractor's facilities may be conducted prior to awarding any contract to determine the Contractor capability to perform these services.

SAFETY AND ACCIDENT PREVENTION PROGRAM

Contractor shall describe its company's Safety and Accident Prevention Program and submit it with their proposal.

PERFORMANCE EVALUATION MEETINGS

The Contractor shall meet with designated government employees during the performance of this contract as needed to discuss concerns and assess the effectiveness of the contractor's efforts

WASHROOM TESTS

The contractor shall obtain Washroom Test Services from an approved laboratory. The name and address of the proposed laboratory shall be submitted with the Technical Proposal and for approval of the Contracting Officer.

receipt to the COR for review. This process shall be repeated unit tensile strength loss and whiteness retention are within prescribed tolerances, or the contractor is notified of the government to terminate the contract because of unacceptable performance.

WASH FORMULAS

The wash formulas shall be in accordance with NAILM Standards and be provided to the Contracting Officer with the proposal. Contractor shall use bacteria stat with the recommended wash formula. All items must be approved by the CO prior to being used. All supplies and equipment used or changes in previously approved supplies or equipment shall require literature and may require samples. 'The wash formula shall not be changed without the CO approval

PHASE IN/ PHASE OUT

In the event the follow-on contract is awarded to other than the incumbent contractor, the contractor will cooperate to the extent required to allow for an orderly changeover to the successor contractor. The contractor shall provide detailed documentation as to their approach in transitioning into the new laundry service contract. This transition shall be as smooth and transparent as possible to ensure no interruption in the services currently being provided

EXPOSURE CONTROL PLANS

The contractor shall develop an Exposure Control Plan to identify, in writing, tasks, and procedures in which occupational exposure to blood occurs. The contractor shall provide the government a copy of this plan with the proposal. The contractor shall make all their personnel aware of this plan and make the plan accessible to employees no later than contract commencement date and no later than the first day of work for new employee

DEFINITIONS AND ACRONYMS

DEFINITIONS: Special terms and phrases related to the Performance Work Statement are as follows:

14.1(a) ACCEPTABLE QUALITY LEVEL (AQL) The maximum percent defective. The maximum number of defects per 100 units or in a lot, wherein performance will still be considered satisfactory. The AQL is allowable leeway or variance from a standard before the Government will reject the line item service resulting in the issuance of a Contract Deficiency Report. An AQL does not say that the Contractor may knowingly offer defective services. It implies that the Government recognizes that defective performance sometimes happens unintentionally, as long as the defective performance does not exceed the AQL, the Government will not reject the line item service, However, the contractor shall re-perform the defective service when directed (at no additional cost to the Government), 14.1(b) CLEAN - Finish linen articles that are dry, free of visible soil, lint, and objectionable odors, such as cleaning chemicals, mold, mildew, body bacteria, etc. Spots and stains are removed where practical without damaging the fabric 14.1(c) CLEANNESS - Item is entirely clean, thoroughly dry, and free of lint.

14.1(d) CONTAMINATED LAUNDRY All soiled laundry originated from this requirement is categorized as contaminated. In accordance with the "Infection Control" Section (Laundry subsection) of the JC Manual, the contractor IS responsible for properly handling contaminated laundry 14.1(e) CONTRACT DISCREPANCY REPORT (CDR) - A formal, written documentation of Contractor nonconformance or lack of performance for contracted work A COR requires the Contractor to respond within ten working days as to the cause, corrective action, and preventive action taken. A CDR formally notifies the Contractor of unsatisfactory performance that will result in deductions unless the Contractor can provide objective evidence to mitigate these deductions.

14.1(f) CONTRACT MODIFICATION - Any written alteration in the specification, contract period, price, quantity, or other contract provisions of the existing contract.

14.1(g) CONTRACTING OFFICER - A person with the authority to enter into, administers, and/or terminates contracts and makes related findings. The Contracting Officer is the only individual who has the authority to contractually bind the Government. The Contracting Officer may designate a Government employee to act as his authorized representative. This individual shall not be authorized to award, agree to, or sign any contract or modification there or in any way to obligate the payment of money by the Government.

14.1(h) CONTRACTING OFFICER REPRESENTATIVE (COR): The person who has been designated as the authorized representative often Contracting Officer acting within the limits of his authority. The COR advises the Contracting Officer on matters relating to this contract, verifies completion of the work, certifies invoices related to completed work, and ensures compliance with all provisions of the contract.

14.1(i) CONTRACTOR: The Contractor as used herein refers to both the prime Contractor and any subcontractors to the Contractor. The Contractor shall be responsible for ensuring that subcontractors comply with the provisions of the contract.

14.1(j) CORRECTIVE ACTION - Action taken by the Contractor to correct a deficiency and identify the cause(s) of the deficiency.

14.1(k) DAMAGE - A defective condition of the item due to improper processing resulting in the item being unsuitable for return to service.

14.1(l) DEDUCTION - A monetary deduction that will be subtracted from the Contractor's invoice for noncompliance to contractual/quality requirements in accordance with the Inspection Clauses in the Contract.

14.1(m) DEFECT/DEFICIENCY/DISCRFPANCY Each instance of noncompliance with a contract requirement A deficiency may be caused by nonperformance or poor performance. Each deficiency (discrepancy) is subject to either Contractor re-performance or deductions, 14.1(n) DRY WEIGHT - Weight of cleaned, processed linen that is dry to the touch.

14.1(o) DRYNESS/SOFTNESS Fluff dry items (Tumbled work) such as bath towels, hand towels, mattress pads, mattress covers, and blankets are completely dry and soft 14.1(p) FINISH - Items such as shirts, trousers, utility clothing, uniforms, and other wearing apparel must machine finished, so that all surfaces are smooth and wrinkle free. There should be no rough spots. These items should retain their original shape and size, 14.1(q) FLAT WORK - Flat work finished laundry items are machine pressed, folded, and tied or wrapped in bundles. Flatwork finished articles includes sheets, pillowcases, surgical wrappers, scrub suits (both TOPS and BOTTOMS), lab coats and Doctors Coats.

14.1(r) GOVERNMENT-FURNISHED EQUIPMENT (GFE) Government equipment provided to the contractor for use in fulfilling the terms of this contract only, maintained by the Contractor, and returned to the Government at contract conclusion and/or termination in the same condition received less normal wear. These must be identified on a log maintained by COR and the Contractor must sign for each piece of equipment, 14.1(s) HANGERS Contractor provided hangers shall be of sufficient strength and size to hold linen articles without sagging or breaking during transit or normal use. Hangers shall be of a type that does not stain garments and has no rust.

14.1(t) HOSPTAL INFECTION CONTROL. NURSE. Assigned hospital staff, or, nurse for monitoring the total Infection Control Program within the medical facility 14.1(u) JOINT COMMISSION (JC) A national organization dedicated to improving the care, safety, and treatment of patients in health care facilities, and publishers of the Joint Commission Manuals, 14.1(v) LAUNDERING The process by which soiled fabric items are cleaned and treated includes cleaning by mechanical action in appropriate temperature water, with solutions of detergents and other additives, ironing, and pressing. These additives include repellent treating, bleaching, bluing, rinsing, chemical rinse (sour, fabric softener, and any other agent for controlling the growth of microorganisms, such as molds and bacteria). The appropriate products and procedures are to be determined by the contractor for the various types of fabric and nature of soil.

14.1(w) LOST - Not returned within 24 hours of scheduled delivery date.

14.1(x) LOT - The total number of service outputs in a surveillance period, as defined in the Acceptable Quality Level column of the Performance Requirements Summary, 14.1(y) PERFORMANCE REQUIREMENTS SUMMARY (PRS) - Identifies the key service outputs of the contract that will be evaluated by the Government to ensure the Contractor meets contract performance standards.

14.1(z) PLANNED SAMPLING A method of looking at a subjectively determined number of items in a lot, to form general conclusions about the quality of that lot against a standard 14.1(a)(a) PLASTIC WRAP - Plastic wrap shall be of sufficient strength to hold linen without bursting or tearing during transit and normal handling.

14.1(b)(b) PROCESSING All soil, spots, and stains are removed during laundering without damage to fabric.

14.1(c)(c) QUALITY ASSURANCE (QA) - A method used by the government to ensure services meet the requirements of the contract 14.1(d)(d) QUALITY CONTROL PLAN - This document is submitted to the Government with respect to controlling quality by the Contractor.

14.1(e)(e) QUALITY CONTROL PROGRAM (QCP) - The Contractor's system to control the equipment, systems, or services to ensure that requirements of the contract are performed 14.1(f)(f) QUALITY CONTROL - Those actions taken by the Contractor to control the production of or services, so they meet the specifications and requirements of the contract.

14.1(g)(g) RANDOM SAMPLE A sample method where each service output has a lot has an equal chance of being selected.

14.1(h)(h) RANDOM SAMPLING - A method of looking at a few individual items in a lot, to determine the quality of that lot against a standard 14.1(i)(i) REPAIRABLE ITEMS with minor rips, tears (less than four Inches), open seams, holes, missing buttons, and broken zippers.

14.1(j)(j) 14.1(j)(j) ROUGH FINISHED ARTICLES Includes bath towels, blankets, bathrobes, pajamas, gowns, linen bags, infant linen, wash cloths, re-usable under pads, and mop heads.

14.1(k)(k) SANITIZED. Articles made free of dirt, filth, bacteria, and other foreign agents that may or will endanger health or cause infection, illness, or disease.

14.1(l)(l) SMELL Articles are sanitized, free of objectionable odors to include no trace of washroom supplies left in fabrics, 14.1(m)(m) SPECIAL HANDLING/SPECIALIY WASH special wash are defined items that have been stained while in the government's possession and will need special attention. These include items such as patient clothing and one of a kind items. These are generally too delicate to undergo industrial laundering.

14.1(n)(n) SURVEILLANCE Planned or random observations of the timeliness, accuracy, completeness, and/or quality of services performed.

14.1(o)(o) TAILS - A condition created when flatwork is not folded evenly with the corners not meeting each other.

14.1(p)(p) UNSERVICEABLE ARTICLES - NO longer usable or repairable for purpose intended 14.1(q)(q) WEIGHT OF ARTICLES - Unsorted laundry delivered to the Contractor in bags for which the Contractor shall bid and be reimbursed based on price per pound clean dry weight.

14.1(r)(r) WHITENESS/COLOR — White fabrics are sparkling white, and free of yellow and gray tints, or any other unsightly appearance. Colors are bright and clear.

Forms and Publications. The Government will provide authoring VA forms, publications, and services specifically identified in this contract. Alt commercial, industry publications related to the performance of laundry service shall be provided by the Contractor.

15.5(a) When the Contractor has caused damage or loss of Government property, performance is determined to be unsatisfactory. At such time, the COR will issue a Contract Discrepancy Report (CDR). The Contractor will reply in writing, within ten (10) calendar days stating the reason for the unsatisfactory condition, the corrective measures taken, and preventive procedures initiated.

15.5(b) Special Definitions of Government Property - Articles delivered to the Contractor to be laundered or re-cleaned, including any articles which are owned by individual Government personnel, are Government-owned property, not Government-furnished property. Government-owned property does not fall under the requirements of any Government-furnished property clause of this contract 15.5(c) When the number of deficiencies in the Contractor’s performance discovered by the COR exceeds the unacceptable criteria level, the COR with involvement and concurrence of the Contracting Officer (CO) shall be required to complete a CDR (Contract Discrepancy Report). The CDR will require the Contractor to explain in writing to the CO why performance was unacceptable, how performance will be returned to acceptable levels, and how recurrence of the problem will be prevented in the future. The Contractor will not be paid for services not rendered in accordance with the standards set forth in the contract.

15.5(d) The Contractor is required to perform all the work specified in the State of Work. If the contractor fails to perform a specific element of the work, payments for the task in question will be subject to reductions as specified. Any amount deducted for deviation from the required performance will be reflected in an amount commensurate with the task.

15.5(e) List the contract requirements considered most critical to acceptable contract performance how, where applicable, the maximum allowable degree of deviation from perfect performance for each requirement that shall be allowed by the Government before contract performance is considered unsatisfactory. This is known as the AQL and represents the level of service and quality required.

15.5(f) Show the percentages of the major elements of the contract price that each listed contract requirement represents.

15.5(g) Explain the quality assurance methods the Government will use to evaluate the Contractor’s performance in meeting the contract requirements.

15.5(h) Define the procedure the Government shall use in reducing the Contractor’s monthly payment if the Contractor does not render satisfactory performance.

15.5(i) Other Requirements: The criteria for other requirements are the level of performance deemed acceptable to the Government. When the number of defects discovered by the COR exceeds the number shown in the AQL column, a CDR, as described above will be issued.

15.5(j) Monthly payments to the Contractor will be reduced for unsatisfactory performance using the following methods:

15.5(k) During each month, Contractor performance will be compared to contract standards and acceptable quality levels using the Quality Assurance Plan.

15.5(l) If performance in any required service is unsatisfactory for the period of surveillance (monthly, quarterly, etc.) and the poor performance is clearly the fault of the Contractor, an amount of money up to the percentage cost of the service as stated in the fifth column of the Performance Requirements Summary will be withheld as described below.

15.5(m)The amount of money to be deducted for unsatisfactory performance will be computed as follows:

15.5(n) Total monthly contract price multiplied by the percentage of the function represented by the required service (see deduction amount (monthly billing) column of Performance Requirements Summary).

Customer Complaint Surveillance Guide.

15.6(a) At the start of the contract, the COR or designated representative shall instruct customers on the requirements of the contract and on the proper method to complete the customer complaint form. A written copy of the specific contract requirement will be provided to each customer. Customers shall be required to submit the complaint form within 1 working day of the discovery of the discrepancy.

15.6(b) Once each year, the COR or designated representative will contact each customer to assure that there is an understanding of the contract requirements. The COR or designated representative will document the annual visits.

15.6(c) When a complaint is received, the COR or designated representative will contact the customer to verify the complaint. If the complaint is valid, the COR or designated representative will notify the Contractor of VA management whoever is applicable of the defect in writing.

15.6(d) The COR or designated representative will retain the complaint form in the files. At the end of each month, all validated complaints will be tabulated to determine satisfactory or unsatisfactory performance, in each are, based on the criteria in the AQL column in the “Performance Requirements Summary.”

CONTRACTOR FURNISHED ITEMS

In addition to items specified elsewhere in the contract, the contractor shall furnish:

16.9(a) Technical literature and descriptive brochures of all items proposed for use. Contractor shall be submitted to the CO for approval immediately after award. All equipment must be cleaned and sanitized prior to introduction or re-entry into the medical facility.

16.9(b) All containers of cleaning and laundry chemicals and comparable products must be conspicuously marked with a factory label to identify contents. Flammable materials shall not be used, 16.9(c) The Contractor will provide Material Safety Data Sheets (MSDS) prior to using every chemical utilized in the fulfillment of this contract

(d) Training is a Joint Commission (JC) requirement. Contractor personnel may not be assigned to work under the contract until initial orientation and training, as specified in the Contractor's procedures manual, is completed. In accordance with JC training requirements, the Contractor shall certify to the Government, the content of the training and orientation, and a list of the personnel who attended. Training covering the topics below shall be provided to all personnel prior to their starting to work. Initial training plan, including topics, with a brief statement of content and method of training shall be available for review by the COR upon request, Training will include but not limited to the following topics.

16.9(e) A general orientation of basic bacteriological concepts includes the basics of how disease is caused and 16.9(f) Infection control orientation, relating duty functions to how infections can be prevented, reduced, or contained through proper environmental sanitation methods and to the technical provisions of this specification.

16.9(g) Proper use and handling of supplies and equipment.

16.9(h) Presentations on all applications applicable to institutional laundry service for health care institutions.

16.9(h) All training required by JC and OSHA for laundry services for health care institutions.

Physical Examination: Contractor is personnel who acquire a communicable illness shall not perform service under the contract and must be free of illness before returning to work. The Contractor will be responsible for any physical examinations.

SPECIFIC TASKS

The following tasks are to be performed by the contractor. All work is to be performed in accordance with the Contractor's approved Procedures and Quality Control Manuals.

17.1(a) Inventory. The contractor shall assist the government in conducting an annual linen inventory. The COR will provide the Contractor at least three weeks advance written notice prior to the actual inventory, such assistance shall include providing expedited service to enable return of all items being processed, counting, inventorying items in the plant, and completing inventory forms and documents. The contractor shall report such findings to the COR.

17.1(b) Separating Repairable and Unserviceable Articles. The Contractor shall wash and dry all unserviceable articles and return in separate bundles clearly marked "UNSERVICEABLE" to the Individual Medical Facilities. Unserviceable linen includes those items that are not deemed repairable, depending on severity, this may include rips, tears, holes, broken buttons or snaps, excessive stains, or excessive wear and tear. The government will determine the final disposition of these articles.

Unserviceable items due to laundry machine malfunction, using wrong wash formulas, or excessive drier heat or any other damage or loss done at the laundry facility shall be replaced at contractor's expense.

Articles lost or badly damaged while under the control of the Contractor will be replaced within a 30-day period.

17.1(c) Segregate and return clean in separate bundles clearly marked "DAMAGED" all damaged common linen items for repair and/or determination by the government of fair wear and tear.

17.1(d) Dye Articles. Upon request, the contractor shall dye unserviceable articles and return in separate bundles. These articles shall not be allowed to accumulate at the contractor's facility. They should be returned within 48 hours after being identified. The estimated amount is 500 pounds annually.

17.1(e) Special Wash Items. The Contractor shall separate special wash items and mark with a tag stating the item is a special wash item. Contractor shall ensure special wash items are segregated from other laundry items during wash and are already identifiable upon return to the government as special wash items. For example, items may be labeled with a tag stating "special wash " 17.1(f) Each item shall be clean, dry, and free of lint, scorch marks, and other damage to the fabric. S 7 White fabrics shall be white and free of yellow or gray tints. Colors shall be bright and clear.

17.1(g) No interchange of personnel between clean and soiled, unless they are properly attired. The linen shall be handled with minimum shaking and agitating.

17.1(h) Shrinkage shall be no more than what may be termed as "natural" for the fabric in accordance with best commercial practice. The contractor shall treat all articles in such a manner as to keep the dimensional changes of the article to a minimum and to avoid damage of any kind to the fabric. The contractor shall follow care instructions on labels in all articles. If manufacturer care instructions are not included in an article, the contractor shall request such instructions from the Contracting Officer.

17.1(i) All tumbled work linen shall be completely dry and soft.

17.1(j) Items processed on flatwork and irons such as: sheets, pillowcases, scrub suits, lab coats and doctors coats and shall be machine finished so the surfaces are smooth and without "rough-dry" spots, wrinkles, or "tails" When received by the customer, flatwork shall be free of creases caused by improper folding.

17.1(k) Finish Work. The contractor shall assemble completed work and return clean linen as indicated in Linen Bundle Sizes. The contractor shall ensure strict segregation of articles is maintained as specified for each individual Medical Facility 17.1(l) Medical Items Requiring Special Handling. The contractor shall receive unsorted and contaminated linen in government provided linen bags. Separate containers shall be used for transporting clean linen and soiled linen. The same carts may be used provided the carts are cleaned and disinfected for each use and a clean sanitized liner is used. A clean tight-fitting integral cover shall be placed over each clean linen cart. The contractor shall accomplish sorting to separate, package, and bundle items as specified.

17.1(m) Workmanship and Sanitation. Finished articles shall conform to the generally accepted industry standards for quality of cleanliness, finish, and appearance. Ali work performed shall be done under sanitary conditions and in accordance with OSHA standards, the items shall be clean, not only in the sense of being free from soil, stains; and objectionable odors, but also free from excess cleaning chemicals, bacteria, fungi, and other microorganisms, including pathogens or disease-producing organisms, which might cause irritation to the skin. Cotton and polyester blended articles shall be laundered with an ionizing agent to prevent static explosion.

17.1(n) Weigh soiled linens as it enters the Contractor's laundry facility and record figures by each facility being served.

17.1(o) Sort soiled linens into proper wash classification. Separate like linen items. All surgical linens shall be processed separately from other linens.

17.1(p) Clean and disinfect trucks and trailers with power sprayer after…