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SERVICES SUMMARY TABLE (SST)
Mortuary Services for Unclaimed or Indigent Veterans VA Salt Lake City Health Care System
| PWS Reference |
| Performance Objective |
| Performance Standard |
| Acceptable Quality Level (AQL) |
| Surveillance Method |
| 2.2.1 |
| Removal of Remains |
| Contractor picks up unclaimed remains within 1 business day of VA notification. |
| 100% compliance required. |
| COR review of notifications; random inspections. |
| 2.2.1 |
| Holding Period Compliance |
| Remains held for the full applicable holding period (minimum 14 calendar days, or longer if required by state or local law) from VA notification, absent an early NOK claim requiring different disposition. |
| 100% compliance required. |
| Case timeline tracking; COR log review; Proceed Notice issuance log. |
| 2.2.1 |
| Burial/Inurnment Completion |
| Full burial or inurnment process completed within 5 business days following receipt of the Proceed Notice, unless otherwise agreed in writing by the COR |
| 100% compliance required. |
| Case timeline tracking; COR log review. |
| 2.2.1 |
| Transportation of Remains |
| Use appropriate funeral‑industry vehicle; professional, secure loading; on‑time delivery to cemetery. |
| Zero deviations permitted. |
| Scheduled & unscheduled inspections; transport logs review. |
| 2.2.2 |
| Storage of Remains |
| Refrigeration adequate to preserve remains; secure and sanitary storage. |
| 100% acceptable preservation. |
| Facility inspection; sanitation checks. |
| 2.2.3 |
| Cremation Services |
| Cremation arranged correctly; urn is sealed, durable, nonleaking, and labeled/identified on both interior and exterior. |
| 100% accuracy. |
| Documentation review; urn inspection. |
| 2.2.4; 2.1 |
| Body Preparation |
| Remains prepared and presented per industry standard and applicable state/local law, suitable for a positive identification viewing if conducted; refrigerated storage used to preserve remains absent an embalming trigger. |
| 100% compliance. |
| Inspection of remains; case file review. |
| 2.2.4 |
| Embalming (when applicable) |
| When embalming is performed (per known Veteran preference or applicable state/local law), results in uniform preservation, disinfection, and odor elimination; no leakage. | 100% compliance when embalming trigger applies. | Inspection of remains; case file review; verification of embalming trigger (preference or legal requirement). |
| 100% compliance when embalming trigger applies. |
| Inspection of remains; case file review; verification of embalming trigger (preference or legal requirement). |
| 2.2.5 |
| Casketing & Flag Placement |
| Casket meets minimum size/material requirements (20-gauge metal or thicker); remains positioned respectfully and securely. U.S. flag properly and respectfully draped by Contractor (if burial). |
| Zero unacceptable findings. |
| Visual inspection; casket quality verification. |
| 2.1 |
| Licenses & Permits |
| All required permits (transit, cremation, burial) and professional licenses are current and valid for the Contractor and any subcontractor performing work under this contract. |
| All documents current. |
| Annual license/permit review; compliance audits. |
| 2.1 |
| Facility Compliance |
| Facility meets NEPA Fire & Life Safety Code; VA accessibility standards; proper equipment and storage. Applies equally to any subcontractor facility performing work under this contract. |
| No violations. |
| Site visits and inspections as deemed necessary, for both the prime facility and any subcontractor facility, per VA's reserved inspection rights. |
| 6.0 |
| Contractor Quality Control Program (QCP) |
| QCP submitted on time; semiannual QC reports provided; Corrective Action Plan (CAP) submitted within 3 calendar days of deficiency notification (next business day for health/safety/handling deficiencies). |
| All reports submitted on time. |
| Document review; COR verification; CAP submission log review |
| 2.2.6; 7.0 |
| Confidentiality & Sensitive Information Handling |
| Contractor protects PII/PHI per VA policy; staff complete annual VA privacy/security training; Rules of Behavior signed annually. Required confidentiality statements signed and on file. Same requirements apply to any subcontractor performing work under this contract and its employees. |
| Zero unauthorized disclosures. |
| Security audits; training log review; document review of signed statements (Contractor and subcontractor). |
| 3.0; 5.0 |
| Inspection Before Release |
| COR or designee inspects remains, COR or designee may inspect remains, casket, or urn prior to transport, at the VA's discretion, for prime or subcontractor cases regardless of location. |
| 100% of cases inspected meet acceptable standards; inspection is not mandatory for every case. |
| Inspection checklist review, when conducted. |
