Attachment_2_Service_Delivery_Summary_(SDS).pdf

Attachment 2: Service Delivery Summary (SDS)

5.1 Service Delivery Summary (SDS)

5.1.1 Service Delivery Summary (SDS). The SDS Table is provided at the end of this section.

5.1.2 The SDS outlines the specific standards required and promotes continuous improvements in contractor performance. The government expects the contractor to perform at the acceptable level throughout the life of the contract. Performance measurement consists of the number of defects noted during surveillance of performance objectives. Specific performance objectives are listed in the SDS table. The contractor will be rated acceptable or unacceptable based on the number of defects noted each month for each SDS listed item.

· Acceptable Performance is achieved when the contractor does not exceed the number of defects stated in the SDS Table.

· Unacceptable Performance is exhibited when the Contractor exceeds the number of defects stated in the SDS Table for a given performance objective.

Unacceptable Performance will be documented on a Contract Discrepancy Report (CDR).

The Contract Officer’s Representative will submit the report to the Contracting Officer (CO) and if after evaluation, the CO determines that it is appropriate, the form will be signed and a copy sent to the Contractor and the appropriate contractor management representative.

5.1.3 SDS Table

Required Service

Performance

Standard

Maximum Allowable Deviation

Requirement

Method of

Surveillance

Disincentives*

Incentives

1a. Work Documentation

Clear, complete, and accurate entries made at the time work performed.

None

Random

(1) -10%

(2) -7%

(3) -5%

1b. Work

Operated within PO approved work, safety and quality control plans

None (except when conditions warrant a field alteration of the plans due to circumstances beyond the control of the contractor.)

(1) -10%

(2) -7%

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1c. Work

Maintain current lists of PO approved TSDF’s and Waste transporters employed under this contract.

(1) -5%

(2) -3%

(3) -2%

2. Facility Waste Removal

Fully functioning program consisting of safety, quality control, managing resources, smooth transitions, quick waste pick-ups & transfers, experienced and knowledgeable staff.

3a. Regulatory Compliance

No violations of RCRA 90-day hazardous waste holding times prior to off-site shipment.

(1) -15%

(2) -10%

3b. Regulatory federal, state or local waste management regulations for labeling and handling.

3c. Regulatory safety & health regulations for handling hazardous materials.

100% inspection

(5) $250/qtr

3d. Regulatory environmental regulations for hazardous waste

(5) $250 per external inspection event

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4a. Waste Operations & Program Maintenance

Use only high quality or of comparable or higher quality containers and materials handling components.

None (unless substitutes are approved by PO)

(1) -7%

(2) -5%

(3) -3%

4b. Waste Operations &

Waste management systems functional and operational.

None for critical systems. Non-critical systems may have up to 72 hours of downtime.

4c. Waste

Timeliness in generation of required waste disposal annual summarized total amounts reports

4d. Waste annual work plan, safety plan and quality control plan.

4e. Waste biennial waste report to MD State

100 %

(4) $200/event

(5) $200 per event

5. Emergency Spill Response or Call Backs

5 minute response time for scheduled on-site contractor hours, three (3) hour response during unoccupied time.

Delays and outage coordination shall be no more that 5% of all calls/occurrences per month

100 %

(4) $100/event

6.

Communication

Communications used by contractor to disseminate pertinent

COR cc:’d on 100% of LAN communicatio

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7. Tenant Satisfaction

Assure waste disposal functions are allowing tenants the ability to perform mission 100% of the time

Fewer than 70% of survey scores are less than 3 on a 1 to 5 scale of customer satisfaction. OR Fewer than 70% of the ratings by tenants/PO of service less than satisfactory.

· survey results

· random interviews

(4) $25/event

8a. Customer

Routine service calls acknowledged and investigated by contractor within 2 hours of receipt.

8b. Customer Service Desk

Provide written feedback to Government PO on all work request surveys.

reporting

9. Waste disposal cost reductions

Reduce waste disposal costs to government by bulking, consolidating, etc. like wastes, and to increase ESC Executive Order 13423 compliance

(4) $25/event

(6) +15%

10. Protecting the Environment

Contractor operations meet all federal, state and local environmental regulations, rules and policies

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11. Additional Work requests

Met additional work request time frames, within budget estimates and with high quality workmanship.

None Random (1) -7%

(2) -5%

(3) -3%

* This disincentive shall be calculated from the total contract unit price per month.

1) When 65-100% of the required service does not meet the Performance Standards

2) When 25-64% of the required service does not meet the Performance Standards

3) When 3-24% of the required service does not meet the Performance Standards

4) Disincentive for each occurrence beyond the measured performance level (100% for regulatory compliance, 95% for tenant satisfaction and/or customer service) of unsatisfactory performance or unsatisfactory timeliness.

** Incentive benefits arise, if the contractor saves the Government in costs, outstanding response/service, or favorable support/findings during external inspections

5) Measured quarterly for all calls. For emergency response or call backs, 100% of the on-site response after notification call within the required time frame are acceptable. For tenant satisfaction, 95% of the responses to surveys are acceptable and timely. For Customer Service response, 95% of the service calls responded to by contractor within required time frame. Contractor to add to routine survey questionnaire whether the response not only was timely and acceptable, but whether the initial response was within customer’s expectation. (yes/no/maybe). For external regulatory inspections, contractor performance acceptable and zero or minimal audit findings determined on facility.

6) When the performance measure demonstrates and documents a saving, the contractor will be awarded 10% of the difference saved. No award will be provided if any of the other performance measures fail to be achieved.

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5.2 Definitions

5.2.1 General Definitions:

Environmental Management System (EMS): Program that companies employ to minimize their impact on their immediate environment. EMS programs employ strategies to reduce waste, reuse material, use environmentally preferred products and to address these issues in a holistic approach so that the company/facility becomes a steward of the environment. The intent is to minimize the environmental impact directly on the areas that the company/facility has responsibility and to encourage others to do the same. EMS requires documentation to assure compliance.

Environmental Science Center (ESC): The facility location of where the work is to be performed.

ISO 14001: International standards organization 14001 is the international standard for environmental management systems (EMS).

Service Defect: A service output that does not meet the standard of performance specified in the contract.

Performance Measurement: The point that divides acceptable and unacceptable performance of a task according to the Service Delivery Summary.

Service Delivery Summary (SDS): A listing of the service outputs under the contract that are to be evaluated by the Contract Officer’s Representative on a regular basis, the surveillance methods to be used for these outputs, and the performance measurement of the listed outputs.

Quality Assurance (QA): A planned and systematic pattern of all actions necessary to provide confidence that adequate technical requirements are established; products and services conform to established technical requirements; and satisfactory performance is achieved.

Quality Assurance Plan (QAP): An approved plan that addresses how the contractor will provide quality products and services. The QAP is approved by the Contract Officer’s Representative. The QAP is administered by the contractor.

Quality Assurance Surveillance Plan (QASP): The plan by which the government will rate the contractor on a monthly monitoring basis. Several months of monitoring collectively contribute to an Evaluation Rating Period.

Quality Control (QC): Those actions taken by a contractor to control the production of output to ensure that they conform to the contract requirements.

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Designated Official: An EPA representative in addition to the Contract Officer’s Representative empowered to request contractor work if the Contract Officer’s Representative is not present or available (e.g. alternate Contract Officer’s Representative, Contracting Officer).

Safety & Health Plan: The contractor shall have an approved safety, health and environmental compliance program that incorporates all federal, state and local regulations.

The plan shall meet safety requirements for performing work of the nature described in the contract.

5.2.2 Technical Definitions:

Material Safety Data Sheets (MSDS): MSDS provide information on the safe handling and disposal of the material in question.

Contractor Emergency Planning and Response: In the event of a facility emergency, the contractor shall be prepared to respond to the given needs of the situation when it concerns hazardous materials or other operations of the facility (fire alarm, discharged sprinkler heads, malfunctions, etc) that may have an impact on the facility’s hazardous materials.

Contractor staff will have key roles in determining the cause of hazardous material related emergencies and will assist in the remediation of the emergency.

Quality Control Inspector (QCI): The individual identified by the contractor responsible to insure the quality control of the tasks outlined in this SOW. Also identifies in writing, all defective performance and meets with the Contract Officer’s Representative when necessary.

Chemical Hygiene Plan (CHP): An OSHA required document describing all aspects of the facility safety and health programs.

Occupant Emergency Plan (OEP): A document describing the facility’s emergency procedures for a variety of situations and causes.

Spill Prevention, Control and Countermeasures Plan (SPCC): An EPA required document describing potential spill sources, spill clean-up equipment/supplies, notification and response procedures.

Contract Discrepancy Report (CDR): Form used by the PO to document defects based on surveillance method used.

Standard Operating Procedures (SOP): Documented procedures the contractor follows performing their duties.

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