Solicitation 19TC1024Q0008.pdf

TABLE OF CONTENTS

SECTION 1 - THE SCHEDULE

• SF 1449 cover sheet

• Continuation To SF-1449, RFQ Number 19TC1024Q0008, Prices, Block 23

• Continuation To SF-1449, RFQ Number 19TC1024Q0008, Schedule Of

Supplies/Services, Block 20 Description/Specifications/Work Statement

• Attachment 1: Description/Specifications/Performance Work Statement, Government

Furnished Property

• Attachment 2: Government Furnished Property.

SECTION 2 - CONTRACT CLAUSES

• Contract Clauses

• Addendum to Contract Clauses - FAR and DOSAR Clauses not Prescribed in Part 12

SECTION 3 - SOLICITATION PROVISIONS

• Solicitation Provisions

• Addendum to Solicitation Provisions - FAR and DOSAR Provisions not Prescribed in

Part 12

SECTION 4 - EVALUATION FACTORS

• Evaluation Factors

• Addendum to Evaluation Factors - FAR and DOSAR Provisions not Prescribed in Part

SECTION 5 - REPRESENTATIONS AND CERTIFICATIONS

• Offeror Representations and Certifications

• Addendum to Offeror Representations and Certifications - FAR and DOSAR

Provisions not Prescribed in Part 12

Solicitation: Cook Services for Marine Security Guards (MSG)

19TC1024Q0008

SECTION 1 - THE SCHEDULE

CONTINUATION TO SF-1449,

RFQ NUMBER 19TC1024Q0008

PRICES, BLOCK 23

1. PRICES AND PERIOD OF PERFORMANCE

The Contractor shall perform food services work, including furnishing all labor, material, equipment, and services, for the U.S. Embassy, Abu Dhabi Marine Security Guards in the United Arab Emirates. The price listed below shall include all labor, materials, insurance (see FAR 52.228-4 and 52.228-5), overhead, and profit. The Government will pay the Contractor the fixed price per month for services. Food is purchased separately by Mess Non- Commissioned Officer (NCO) [after approval of 30 days menu] and maybe accompanied by the Contractor if needed. Frequency of food items purchase may occur on a monthly or, bi-weekly or weekly basis.

After contract award and submission of acceptable insurance certificates, the Contracting Officer shall issue a Notice to Proceed. The Notice to Proceed will establish a date (a minimum of ten (10) days from start date listed in Notice to Proceed unless the Contractor agrees to an earlier date) on which performance shall start.

The performance period of this contract is from the start date in the Notice to Proceed and continuing for (one year) 12 months, with four one-year options to renew. The initial period of performance includes any transition period authorized under the contract.

1.1 VALUE ADDED TAX

Value Added Tax (VAT) is not included in the CLIN rates. Instead, it will be priced as a separate Line Item in the contract and on Invoices. Local law dictates the portion of the contract price that is subject to VAT; this percentage is multiplied only against that portion. It is reflected for each performance period.

1.2. Base Year

A. Services. The firm fixed price for the Base Year of the contract is:

Price per Month (AED) Quantity of Months Price per Year (AED)

Total Price for Base Year AED

DBA Insurance Premium (Ref. Section 3, A.1) for Base Year: AED _______________

1.3. Option Year 1 (option term: Twelve (12) months

A. Services. The firm fixed price for the Base Year of the contract is:

Price per Month (AED) Quantity of Months Price per Year (AED)

Total Price for Option Year 1 AED

DBA Insurance Premium (Ref. Section 3, A.1) for Option Year 1: AED _______________

1.4. Option Year 2 (option term: Twelve (12) months

A. Services. The firm fixed price for the Base Year of the contract is:

Price per Month (AED) Quantity of Months Price per Year (AED)

Total Price for Option Year 2 AED

DBA Insurance Premium (Ref. Section 3, A.1) for Option Year 2: AED _______________

1.5. Option Year 3 (option term: Twelve (12) months

Price per Month (AED) Quantity of Months Price per Year (AED)

Total Price for Option Year 3 AED

DBA Insurance Premium (Ref. Section 3, A.1) for Option Year 3: AED _______________

1.6. Option Year 4 (option term: Twelve (12) months

Price per Month (AED) Quantity of Months Price per Year (AED)

Total Price for Option Year 4 AED

DBA Insurance Premium (Ref. Section 3, A.1) for Option Year 4: AED _______________

1.7. Grand Total of Base and All Option Years

Base Year Total AED

Option Year 1 Total AED

Option Year 2 Total AED

Option Year 3 Total AED

Option Year 4 Total AED

Grand Total - Base and All Option Years AED

Grand Total for DBA (Base + Four option years) AED

CONTINUATION TO SF-1449,

RFQ NUMBER 19TC1024Q0008

SCHEDULE OF SUPPLIES/SERVICES, BLOCK 20

DESCRIPTION/SPECIFICATIONS/WORK STATEMENT

1. SCOPE OF WORK

The purpose of this fixed price contract is to obtain food services program for U.S.

Government at Abu Dhabi, United Arab Emirates for Marine Security Guards at the Marine Security Guard Residence (MSGR) inside the Embassy compound. The Contractor shall perform services in designated spaces. The contract will be for a one-year period from the date of the contract award, with four one-year options.

The Contractor shall provide personnel, all management, supervision, administrative support, labor, logistics, training, health insurance coverage, Workmen’s Compensation Plan, severance pay, transportation and other items necessary to perform full food services for 7 to 8 marine staff. Service will be provided as a minimum on Monday through Friday. Meals preparation for Saturday and Sunday will be performed on Friday if requested in advance with meal plans. Contractor employees shall be on site only for contractual duties and not for other business purposes. The works required under this contract must be performed directly by the contractor employe and shall not be subcontracted.

1.1 GENERAL INSTRUCTIONS

The Contractor shall prepare general instructions for the work force. The Contractor shall provide drafts to the Contracting Officer's Representative (COR) for review within thirty days after contract award. The Contracting Officer’s Representative must approve these general instructions before issuance.

1.2 DUTIES AND RESPONSIBILITIES

1.2.1 Certain areas listed in paragraph #3 require an escort and can only be entered during scheduled times. The General Instructions shall emphasize security requirements so that accidental security violations do not occur.

1.2.2. Contractor shall schedule cooking, serving, and cleaning requirements to ensure that these are done in the order and time frame specified and they are to be performed on a daily basis, Monday through Friday from 0800 Hrs. to 1630 Hrs. with a 30-minute lunch break included.

• Breakfast (09:00 – 10:00 Hrs.)

• Lunch (11:30 – 13:00 Hrs.)

• Dinner (14:30 – 16:00 Hrs.)

1.2.3. Contractor shall clean kitchen, all dishes and appliances after each meal and causes minimal disruption to the normal operation of the facility. The COR shall determine the schedules presented which will meet the needs of the individual facility.

1.3 TYPES OF SERVICES

Types of service shall include the following work:

1.3.1 Daily Cooking and Serving Requirements – Refer Attachment 1.

2.0 MANAGEMENT AND SUPERVISION

2.1 The Contractor shall designate a representative who shall be responsible for on-site supervision of the Contractor's workforce at all times. This supervisor shall be the focal point for the Contractor and shall be the point of contact with U.S. Government personnel. The supervisor shall have sufficient English language skill to be able to communicate with members of the U.S. Government staff.

2.2 The Contractor shall maintain schedules. The schedules shall take into consideration the hours that the staff can effectively perform their services without placing a burden on the security personnel of the Post.

2.3 The Contractor shall be responsible for quality control. The Contractor shall perform inspection visits to the work site on a regular basis. The Contractor shall coordinate these visits with the COR. These visits shall be surprise inspections to those working on the contract.

2.4 The Contractor shall control overtime through efficient use of the work force.

Individual work schedules shall not exceed 40 hours per week to preclude overtime being part of the services provided under the contract.

3.0 LOCATIONS FOR FOOD SERVICES

All services are to be delivered Monday through Friday at the Marines Security Guard Residence in the U.S. Embassy compound. All meals for consumption on Saturday and Sunday shall be prepared on Friday if requested in advance with meal plans. The MSG Detachment at the U.S. Embassy Abu Dhabi consists of seven or eight Marines, who would require the preparation of 12 to 36 meals per day, respectively.

Location Estimated Service Scheduled Hours Escort

MSGR 0800 - 1630 N/A with designated badge

Note for Ramadan working hours: The Contractor is required to schedule the work hours for their workforce for the Ramadan period per guidance of the local government laws.

4.0 PERSONNEL

4.1 General. The Contractor shall maintain discipline at the site and shall take all reasonable precautions to prevent any unlawful, riotous or disorderly conduct by Contractor employees at the site. The Contractor shall preserve peace and protect persons and property on site. The Government reserves the right to direct the Contractor to remove an employee from the worksite for failure to comply with the standards of conduct. The Contractor shall immediately replace such an employee to maintain continuity of services at no additional costs to the Government.

4.2 STANDARD OF CONDUCT.

Uniform/Appropriate Attire and Personal Equipment. The Contractor's employees shall wear clean, neat, and complete uniforms/appropriate attire when on duty. All employees shall wear attire approved by the Contracting Officer's Representative (COR).

4.2.1 Neglect of duties shall not be condoned. The Contractor shall enforce no sleeping while on duty, unreasonable delays or failures to carry out assigned tasks, conducting personal affairs during duty hours and refusing to render assistance or cooperate in upholding the integrity of the worksite security.

4.2.2 Disorderly conduct, use of abusive or offensive language, quarreling, intimidation by words, actions, or fighting shall not be condoned. Also included is participation in disruptive activities, which interfere with normal and efficient Government operations.

4.2.3 Intoxicants and Narcotics. The Contractor shall not allow its employees while on duty to possess, sell, consume, or be under the influence of intoxicants, drugs or substances that produce similar effects.

4.2.4. Criminal Actions. Contractor employees may be subject to criminal actions as allowed by law in certain circumstances. These include but are not limited to the following actions:

• falsification or unlawful concealment, removal, mutilation, or destruction of any official documents or records or concealment of material facts by willful omission from official documents or records;

• unauthorized use of Government property, theft, vandalism, or immoral conduct;

• unethical or improper use of official authority or credentials; security violations; or, organizing or participating in gambling in any form.

4.2.5 Key Control. The Contractor shall receive, secure, issue and account for any keys issued for access to buildings, offices, equipment, gates, etc., for the purposes of this contract.

The Contractor shall not duplicate keys without the COR's approval. Where it is determined that the Contractor or its agents have duplicated a key without permission of the COR, the Contractor shall remove the individual(s) responsible from this contract. If the Contractor has lost any such keys, the Contractor shall immediately notify the COR. In either event, the Contractor shall reimburse the Government for the cost of rekeying that portion of the system.

4.3. NOTICE TO THE GOVERNMENT OF LABOR DISPUTES

The Contractor shall inform the COR of any actual or potential labor dispute that is delaying or threatening to delay the timely performance of this contract.

4.4. PERSONNEL SECURITY

4.4.1 After award of the contract, the Contractor shall provide the following list of data on each employee who will be working under the contract. The Contractor shall include a list of workers and supervisors assigned to this project. The Government will run background checks on these individuals. It is anticipated that security checks will take thirty (30) days to perform. For each individual the list shall include:

Full Name Place and Date of Birth Current Address Identification number

The Government shall issue identity cards to Contractor personnel, after they are approved.

Contractor personnel shall display identity card(s) on the uniform/attire at all times while providing services under this contract. These identity cards are the property of the U.S.

Government. The Contractor is responsible for their return at the end of the contract, when an employee leaves Contractor service, or at the request of the Government. The Government reserves the right to deny access to U.S.-owned and U.S.-operated facilities to any individual.

Although there is no uniform requirement, the Contractor shall ensure all employees arrive to work in clean and appropriate clothing. Clothing should help inspire a sense of pride, authority, and comradery among employees. The food service clothing shall be commensurate with a high-quality operation and communicate a positive first impression for guests. In addition to appearance the clothing shall take into consideration employee safety (non-slick shoes to prevent slipping, long sleeve chef coat to avoid burns, aprons, etc.).

4.5 EMPLOYEE SAFETY REQUIREMENTS

Contractor shall ensure that employees are supplied with and use proper safety personal protective equipment (PPE) such as aprons and potholders. Contractor employees will follow signed safety work procedures, which protect the Contractor employees and DOS personnel in proximity to work site.

4.6 KEY PERSONNEL

4.6.1 POSITION AND FUNCTION

The key personnel specified in this contract are essential to work performance. The only position considered in this contract is the MSG Detachment Cook.

4.6.2 MINIMUM QUALIFICATIONS

The MSG Detachment Cook is the culinary lead of the program and is responsible for the development of menus, food storage, and cleanliness of the MSGR kitchen and dining areas.

The MSG Cook shall have prior experience managing food service operations demonstrating experience in premium level food and service execution.

• Prior Experience: Minimum five (5) years of cooking experience is required.

• Education: High school diploma or equivalent is required.

• Language: Level 2 (Limited knowledge) of English. The cook should be able to communicate with the Marines, be able to understand instruction and directions given in English. Written English is also required.

• Job Knowledge: Knows American dishes and proper hygiene care for cooking and cleaning.

• Skills and Abilities: Able to follow instructions such as recipes and directions from the MSG Commander. Able to adapt to new recipes and requests. Being flexible with new members of the Detachment. Being able to cook pork is a requirement.

• Clearance Level: None

4.6.3 Substitutions

During the first 180 days of performance (after transition), the Contractor will make no substitutions of key personnel unless the substitution is required due to illness, death, or termination of employment. The Contractor will notify the Contracting Officer within five

(5) calendar days after the occurrence of any of these events.

4.6.4 Replacements

After the first 180 days of performance, the Contractor may substitute the key person if they determine that it is necessary. The Contractor will provide notice at least 45 days prior to diverting any of the specified individuals to other programs or contracts (or as soon as possible, if an individual must be replaced, for example, as a result of leaving the employ of the Contractor). The Contractor will notify the CO and shall submit comprehensive justification for the diversion or replacement request (including proposed substitutions for key personnel) to permit evaluation by the Government of the impact on performance under this contract. The proposed substitute shall possess qualifications comparable to the original key person and meet the minimum standards set forth in the contract.

4.6.5 Written Approval and Consent

The Contractor shall not divert or otherwise replace any key personnel without the written consent of the CO. The Government will modify the contract to reflect any changes in key personnel.

5.0. MATERIALS AND EQUIPMENT

The Contractor shall NOT provide necessary cooking supplies to perform the work identified in this contract.

6.0. GOVERNMENT FURNISHED PROPERTY/EQUIPMENT

6.1 The Contractor has the option to reject any or all Government furnished property or items (see Attachment 2 - GOVERNMENT FURNISHED PROPERTY). However, if rejected, the Contractor shall provide all necessary property, equipment or items, adequate in quantity and suitable for the intended purpose, to perform all work and provide all services at no additional cost to the Government. All Government furnished property or items are provided in an "as is" condition and shall be used only in connection with performance under this contract. The Contractor is responsible for the proper care, maintenance and use of Government property in its possession or control from time of receipt until properly relieved of responsibility in accordance with the terms of the contract. The Contractor shall pay all costs for repair or replacement of Government furnished property that is damaged or destroyed due to Contractor negligence.

6.2 The Contractor shall maintain written records of work performed, and report the need for major repair, replacement and other work for Government property in its control.

The Contractor shall physically inventory all Government property in its possession. Physical inventories consist of sighting, tagging or marking, describing, recording, reporting and reconciling the property with written records. The Contractor shall conduct these physical inventories periodically, as directed by the COR, and at termination or completion of the contract.

7. INSURANCE

7.1 Amount of Insurance. The Contractor is required to provide whatever insurance is legally necessary. The Contractor shall, at its own expense, provide and maintain during the entire performance period the following insurance amounts:

7.2 General Liability (includes premises/operations, collapse hazard, products, completed operations, contractual, independent contractors, broad form property damage, personal injury)

1. Bodily Injury stated in United Arab Emirate Dirhams:

Cumulative: AED 1,000,000.00

2. Property Damage stated in United Arab Emirate Dirhams:

Cumulative: AED 1,000,000.00

7.3 The types and amounts of insurance are the minimums required. The Contractor shall obtain any other types of insurance required by local law or that are ordinarily or customarily obtained in the location of the work. The limit of such insurance shall be as provided by law or sufficient to meet normal and customary claims.

7.4 For those Contractor employees assigned to this contract who are either United States citizens or direct hire in the United States or its possessions, the Contractor shall provide workers’ compensation insurance in accordance with FAR 52.228-3.

7.5 The Contractor agrees that the Government shall not be responsible for personal injuries or for damages to:

• any property of the Contractor,

• its officers,

• agents,

• servants,

• employees, or

• any other person arising from an incident to the Contractor's performance of this contract. The Contractor shall hold harmless and indemnify the Government from any and all claims arising, except in the instance of gross negligence on the part of the Government.

7.6 The Contractor shall obtain adequate insurance for damage to, or theft of, materials and equipment in insurance coverage for loose transit to the site or in storage on or off the site.

7.7 Government as Additional Insured. The general liability policy required of the Contractor shall name "the United States of America, acting by and through the Department of State", as an additional insured with respect to operations performed under this contract.

7.8 Time for Submission of Evidence of Insurance. The Contractor shall provide evidence of the insurance required under this contract within ten (10) calendar days after contract award. The Government may rescind or terminate the contract if the Contractor fails to timely submit insurance certificates identified above.

8.0. LAWS AND REGULATIONS

8.1 Without additional expense to the Government, the Contractor shall comply with all laws, codes, ordinances, and regulations required to perform this work. In the event of a conflict among the contract and requirements of local law, the Contractor shall promptly advise the Contracting Officer of the conflict and of the Contractor's proposed course of action for resolution by the Contracting Officer.

8.2 The Contractor shall comply with all local labor laws, regulations, customs and practices pertaining to labor, safety, and similar matters, to the extent that such compliance is not inconsistent with the requirements of this contract.

9.0. TRANSITION PLAN

Within 10 days after contract award, the Contracting Officer may request that the Contractor develop a plan for preparing the Contractor to assume all responsibilities for cook services.

The plan shall establish the projected period for completion of all clearances of Contractor personnel, and the projected start date for performance of all services required under this contract. The plan shall assign priority to the selection of all supervisors to be used under the contract.

10. DELIVERABLES

The following items shall be delivered under this contract:

Sl.

No. Description Quantity Delivery

To Date

1 DBA Insurance 1 CO 10 days after award

2 1.1 General Instructions 1 COR 30 days after award

4 4. List of Personnel 1 COR 10 days after award

Sl.

No. Description Quantity Delivery

To Date

5 7. Evidence of Insurance (workmen’s compensation) 1 COR 10 days after award

6 Licenses and Permits 1 CO Date of award

7 9. Transition Plan 1 COR 10 days after award

8 Daily Headcount by Meal COR

Available daily, due monthly along with running annual to-date totals

9 20-Day Menu Plan COR 1 week prior to start of new menu cycle

10 Menu Adjustments COR 1 week in advance of change

11 Menu Acceptability and Waste Report 1 COR Monthly

12 Menu Metrics 1 COR Monthly

Hazard Analysis and Critical Point (HACCP) Plan

1 COR Prior to start of performance

14 Illness Reports COR Provide as part of the Program Management and QA Reviews

15 Food Storage Catalogue 1 COR Prior to start of Option Year, updated when new items are developed

16 Food Storage Catalogue proposed changes COR

Provide proposed change to COR for review and approval prior to formalization of change

17 Reporting Plan 1 COR Start of performance

Risk Management Plan (Risk management and mitigation-quality control & assurance, etc.)

1 COR

Provide as part of proposal response and updated/maintained throughout performance

19 Quality Control Plan 1 COR Prior to Start of Performance and each Option Year

20 Food concession, food, and water inspection SOPs 1 COR Within first 30 days

21 Quality Control Reports 1 COR Monthly

22 Vulnerability Assessment 1 COR Monthly

23 Key Performance Indicator (KPI) Reporting 1 COR Monthly to COR to CO

Sl.

No. Description Quantity Delivery

To Date

24 Food Service Operation Uniform plan 1 COR Within first 30 days

25 Health, Safety and Environment Plan 1 COR Within first 30 days

11. QUALITY CONTROL MANAGEMENT, QUALITY ASSURANCE AND

SURVEILLANCE PLAN (QASP)

QUALITY CONTROL

The Contractor, prior to implementation, shall provide for COR approval a Quality Control plan, that will include food service performance standards, metrics, and reporting required for quality control.

This plan shall define the contractor’s approach to Quality Assurance/Quality Control on the contract. It shall provide an overview of the contractor’s approach to the planning, organization, direction, and control of quality-related activities associated with the delivery and performance of products and services.

Contractor shall specifically provide oversight to all food inspection activities while working within the requirements set forth by food service standards and regulations, the DOS Regional Medical Officer (RMO) and DOS Contracting Officer’s Representative (COR) in completing the following duties:

• Food Handling Procedure

• Adherence to HACCP

• Menu Execution and Presentation

• MSGR kitchen inspections

• Food Storage inspections

11.1 FOOD INSPECTION RESOURCES

The Contractor shall provide resources to perform food procurement, food handler training, public and food facility inspections, vulnerability assessments and QA/QC monthly reports for the MSGR kitchen and dining areas. These requirements shall meet or exceed established FDA, USDA requirements. MSGR kitchens shall be inspected on a routine basis or as determined by the individual sanitation history and the potential risk associated with the number of personnel eating at a single site. The Contractor’s Food Service employees shall receive periodic refresher training and a medical records review of new employees. The Contractor’s food service employees shall be medically cleared prior to returning to work after receiving medical care.

11.2 STANDARD OPERATING PROCEDURES (SOP)

The Contractor will develop MSG kitchen usage food, and water inspection SOPs and, upon COR approval of the SOPs, apply the SOPs during periodic site inspections. The contractor shall provide monthly quality control reports and perform overall trending by facility and contractor to the DOS COR. All phases of food service operations shall be evaluated against contractual requirements. Provide monthly reports on QA/QC, inspection findings and notification to DOS when follow-up action is needed, or a health hazard is identified during data analysis.

11.3 MEDICAL EVALUATION OF FOOD SERVICE EMPLOYEES

The Contractor’s Food Service personnel who seek medical treatment must be medically cleared prior to returning to work. In the event there is a communicable disease, appropriate health recommendations shall be elevated to DOS onsite supervisors and the facility manager.

11.4 REPORTING PLAN

Performance Data System

The Contractor will keep DOS informed of performance through deliverables, reports, and regular meetings with DOS representatives. The contractor shall capture and record resource changes against contract requirements to track schedules. Contractor shall also monitor resource allocation and performance data to determine whether sufficient resources are applied to required tasks, or whether reductions in work warrant corresponding reductions in staff. Analysis of labor, material, and equipment expenditures to work order and job code levels enables the COR and Program manager to track key data to verify that requirements are met to cost and schedule, and to identify and correct variances. The Contractor shall coordinate with the COR to enforce project controls at the site level. The Contractor’s systems should be flexible, scalable, and adaptable to each requirement offering DOS real-time performance data upon request with minimal risk of information exposure.

Business Systems

The Contractor’s business systems shall provide the support structure needed to input and track data for Quality Assurance/Quality Control (QA/QC) and performance management;

personnel management; contract management; and to share deliverables and reports upon request.

The Contractor shall enhance program consistency, transparency, and accountability by maintaining detailed, Government-recognized processes and procedures for all MSG Detachment Cook duties.

These systems shall interface and feed information into a program management information system to provide near real-time reporting of performance status through a secure web-based portal/dashboard.

This portal integrates programs, systems, and plans, and consolidates recruiting information, personnel management data, time and labor tracking, cost, and performance data by scheduled value. It shall provide a reporting mechanism to produce required deliverables, personnel manning information, and employee performance report status.

The Contractor shall collaborate with DOS and identify specific needs from requirements regarding the appropriate structuring and information needed for reporting. Contractor reports are directly related to an approved invoice system and human resource management system.

During performance, Contractor shall document work progress against the schedule. The Contractor shall measure performance against planned tasks weekly and monthly and develop a series of schedule performance metrics. The Contractor shall submit reports via electronic messaging to the COR, followed by hard copies as requested.

12 QUALITY CONTROL PLAN

This plan provides an effective method to promote satisfactory contractor performance. The QASP provides a method for the Contracting Officer's Representative (COR) to monitor Contractor performance, advise the Contractor of unsatisfactory performance, and notify the Contracting Officer of continued unsatisfactory performance.

The Contractor, not the Government, is responsible for management and quality control to meet the terms of the contract. The role of the Government is to monitor quality to ensure that contract standards are achieved.

Performance Objective Scope of Work

Paragraph Performance Threshold

Services.

Performs all cook services set forth in the scope of work.

1 through 10 (1). All required services are performed and no more than two

(2) customer complaints are received per month.

(2). All required services are 90% adherence to ServSafe quality standards.

11.1 SURVEILLANCE. The COR will receive and document all complaints from Government personnel regarding the services provided. If appropriate, the COR will send the complaints to the Contractor for corrective action.

11.2 STANDARD. The performance standard is that the Government receives no more than two (2) customer complaint per month. The COR shall notify the Contracting Officer of the complaints so that the Contracting Officer may take appropriate action to enforce the inspection clause (FAR 52.212-4, Contract Terms and Conditions-Commercial Items), if any of the services exceed the standard.

11.3 PROCEDURES

(a) If any Government personnel observe unacceptable services, either incomplete work or required services not being performed they should immediately contact the COR.

(b) The COR will complete appropriate documentation to record the complaint.

(c) If the COR determines the complaint is invalid, the COR will advise the complainant.

The COR will retain the annotated copy of the written complaint for his/her files.

(d) If the COR determines the complaint is valid, the COR will inform the Contractor and give the Contractor additional time to correct the defect, if additional time is available. The COR shall determine how much time is reasonable.

(e) The COR shall, as a minimum, orally notify the Contractor of any valid complaints.

(f) If the Contractor disagrees with the complaint after investigation of the site and challenges the validity of the complaint, the Contractor will notify the COR. The COR will review the matter to determine the validity of the complaint.

(g) The COR will consider complaints as resolved unless notified otherwise by the complainant.

(h) Repeat customer complaints are not permitted for any services. If a repeat customer complaint is received for the same deficiency during the service period, the COR will contact the Contracting Officer for appropriate action under the Inspection clause.

ATTACHMENT 1

DESCRIPTION/SPECIFICATIONS/PERFORMANCE WORK STATEMENT

The Contractor will be responsible for being familiar with host nation laws and possess demonstrated ability for obtaining all licenses, permits and other official requirements allowing for the purchase, cooking, and transportation of food items in the Marine Security Guard Residence (MSGR). When requested by the MSG Mess Non-Commissioned Officer (NCO), the Contractor may be required to accompany the Mess NCO on local food purchasing trips.

The Contractor shall provide all management, supervision, administrative support, labor, logistics, training, and transportation required to conduct food service operations.

The U.S. Government requires a variety of food operations services including, but not limited to:

• Menu Planning and Coordination

• Food Sourcing and Provisioning

• Food purchasing trips with Mess NCO

• Food Preparation and Service

• Food Service Staffing

• Quality Management

• Maintaining Food Hygiene Safety

The Contractor shall follow all relevant applicable industry standards, codes, Government regulations, DOS guidance and written supplier’s recommendations in executing the services of this contract.

A. LOCATION

Services are to be provided at the MSGR located at the U.S. Embassy Abu Dhabi, Embassies District Area, and P.O. Box 4009, Abu Dhabi, United Arab Emirates.

Clientele consists of Marine Security Guards (MSGs) working on the U.S. Embassy Abu Dhabi compound.

B. HOURS OF OPERATION

Hours of operation are from 0800 - 1630 Hrs with a 30-minute lunch break. Food serving operations are as following:

• Breakfast: 0900 - 1000 Hrs.

• Lunch: 1130 - 1300 Hrs.

• Dinner: 1430 - 1600 Hrs.

C. GENERAL REQUIREMENTS

The Contractor shall implement a Department of States (DOS) approved food services support program to standardize food operations, meet mission requirements, control costs and provide good service to the MSG Detachment. The Contractor’s food services approach will incorporate change management to support an evolving DOS approved business plan to meet situational changes.

a. Objectives

• Provide a proper skill mix and experience of qualified personnel

• Deliver high quality food operations, with minimal disruptions during transitions

• Control cost of food services

• Provide effective internal controls and management oversight in support of effective organizational processes

• Demonstrate an innovative approach to food operations

• Ensure high level of customer satisfaction

• When required, assist the MSG Mess NCO in identifying high quality food for meal preparation

b. Code, Regulations, Guidance and Standards

FDA Food Code - www.fda.gov/foodcode USDA Grades and Standards - https://www.ams.usda.gov/grades-standards CODEX Alimentarius - http://www.fao.org/fao-who-codexalimentarius/standards/en/

Note: The above links are provided as a courtesy. The Government is not responsible for updating the links.

c. Licensing, Laws, and Regulations

The Contractor shall make certain that the proper United Arab Emirates licensing and approvals are in place for employee to be in full compliance with the laws and regulations.

D. SPECIFIC REQUIREMENTS

a. Quantity of Meals

The MSG Detachment at the U.S. Embassy Abu Dhabi consists of seven or eight Marines, who would require the preparation of 21 to 36 meals per day, respectively.

b. Menu

The MSG patrons are a diverse group: Americans who have traveled extensively and been exposed to many cultures as well as those who prefer their own regional cuisines in the U.S.; and individuals who have dietary restrictions for health, cultural or religious reasons.

http://www.fda.gov/foodcode https://www.ams.usda.gov/grades-standards http://www.fao.org/fao-who-codexalimentarius/standards/en/

Trying to please everyone all the time is labor intensive, expensive, and a near impossible task. But making the small steps will be appreciated.

The Contractor will develop a 20-day menu cycle, offering a variety of food selections for each meal and on a weekly basis, based upon acceptability ratings, availability of food items, and food preparation limitations, as well as cost of operations. The menu shall consist of a variety of quality prepared foods that meet business and industry standards, complying with the current and subsequent revisions of Dietary Guidelines for Americans (www.health.gov) offering menu alternatives that are low in total fat, saturated fat, cholesterol, sodium and sugar; no trans fats; lean meats; low-fat dairy products; a variety of vegetables, fruits and grain products; and vegetarian selections. The quality and appearance of the food shall be consistent with approved food service industry standards for comparable “business and industry” dining facilities.

The menu should incorporate local/regional cuisine, American and international dishes.

There should be at least one healthy option with each meal. A wide selection of beverages, hot and cold and appropriate to the meal, should be available. Full use of leftovers can also extend the selection if items are stored and labeled in accordance with food safety standards.

Special meals (e.g. Mexican night, Italian supper, Asian stir-fry luncheon) are also possible introductions. A suitable selection for any identified vegetarian diners shall be on the menu daily as well.

i. Menu Planning

In coordination with the MSG Detachment Commander, create a 20-day meal plan, which contains suitable meals for each customer unique dietary requirements. Daily meal menus will be posted the day prior. The 20-day menu shall reflect meals variety consistent with the varied cultural, religious, and health dietary (including food allergy concerns) requirements of the MSGs. Menu items shall be fresh, prepared onsite, healthy, modern and authentic to the maximum extent practicable.

The Contractor shall utilize accepted cooking standards for food preparation and develop program specific standards to ensure consistency in preparation across the program.

The Contractor shall develop standards or recipe cards for items determined to be customer favorites. Cooking standards and recipes shall be available to the COR and included as part of program quality assurance program.

ii. Menu Adjustments:

The Contractor shall submit adjustments to the menus to the COR at least one week in advance, in writing for approval.

iii. Concept of Operations:

Food is an important morale factor, as are the health priorities of a good diet. A successful food operation will be one that continuously pleases the diners; offers a wide variety of food choices; accommodates different dietary needs and desires based upon personal choice, ethnic experience and religious restrictions; is environmentally sustainable, exceeds goals, generates useful metrics and provides excellent service in all areas.

Food is a “high risk” area. It can negatively affect health, adversely affect morale, be impacted by political and economic events, and be a source for fraud, waste and abuse. The planning and resourcing that will go into this effort cannot be changed quickly. Overseas, the options are severely limited, and resources are few. The contractor shall provide an approach that measures performance and capitalizes on success while planning to mitigate such risk factors.

In order to normalize food operations, the Contractor shall have an ultimate goal of achieving a system that is: efficient; reduces waste; provides sufficient variety allowing the diner to make choices based on nutrition and variety; and is a pleasant experience overall.

The Contractor shall make use of local supplies for common and available items, local, regional, and international dishes while utilizing international sources for main entrée items, as well as favorites (USA brand items). Planning for the menu should account for available provisions.

The Contractor will staff and supply meals in accordance with meal hours and meal service specified in Section 1.

iv. Establishment of Facilities

The Contractor shall establish food service operations located within the MSGR.

Contractor shall coordinate with the COR on any additional equipment needs that are identified during the solicitation process.

Patrons may be expected to clean up after the meal by taking their dinnerware and trash to a designated site for turn-in and/or disposal. However, the Contractor is responsible for Cleanliness services at the MSGR. The designated site shall accommodate efforts to recycle plastics, glass, and paper apart from compostable food waste.

v. Standards of Service

Contractor shall maintain a standard of service equal to our better than quality commercial food service operations found on university campuses, finer hotels and resorts.

1. Preparation

Contractor shall utilize the appropriate U.S. industry preparation standards for all food products and menu items. Contractor shall ensure all food is not overcooked or undercooked, over seasoned or under seasoned.

2. Presentation

Food will not only be delicious, but well presented, readily replenished, and served at the right temperature for food safety requirements as well as patron expectations.

Contractor shall use fresh ingredients to the maximum extent possible and use varying colors and arrangement that are pleasing to the eye. Serving areas, equipment, pans and serving bowls shall be clean, well-lit and free of drips and food particles. Serving utensils shall be replaced regularly throughout service to reduce cross contamination and provide a clean appearance.

3. Green Program and Waste Minimization

The Contractor shall utilize environmentally friendly cleaning products to the maximum extent practicable. The Contractor will demonstrate waste minimization through establishing historical usage, accurate forecasting, progressive cooking, and tracking of waste to continuously improve performance.

The Contractor will participate in “Sustainability Programs” that may include:

disposable bulk purchasing program, organic food products, organic or environmentally friendly cleaning products, reusable items, marketing programs, minimizing waste stream, energy and water saving programs (equipment, food preparation, etc.) and other “green” programs that will benefit the patrons, the workers, DOS and the host nation.

Contractor shall work to reduce and replace the use of disposable dining ware through expansion of dishwashing operations to the maximum extent practical.

4. Customer Service

The Contractor’s food service worker(s) will be knowledgeable, provide excellent customer service, be pleasant, and achieve compliance with U.S. food worker health standards. Staff shall greet customers with a smile and appropriate greeting. Staff shall be polite and address all customers with respect. Staff shall look to assist guests to the maximum extent practical.

5. Food Handling and Safety

Food standards will be in accordance with the World Trade Organization recognized Codex Alimentarius. The Codex Alimentarius is an international reference point for the resolution of disputes concerning food safety and consumer protection.

General Standards – Safety: As part of the Program Management Plan, the Contractor shall establish a Food Service Safety Program. The Contractor’s Food Service workers will employ appropriate safety gear in the course of their work.

The Contractor’s Safety Program shall include documented training and refresher courses for all personnel, evidence of which will be provided to the Government upon request. Language accommodation for LNs may be required. The Contractor shall investigate, and record events involving personal injury or significant damage to DOS facilities and report these events to the COR. To prevent future incidents, the Contractor will verify Safety Program reports are part of Program and Quality Assurance (QA) reviews.

6. Food Worker Health, Sanitation, and Hygiene

FDA and USDA Service Guidelines: The Contractor will follow current Food Service Sanitation and Public Health Service standards, and FDA and USDA food service guidelines, codes, and regulations. The contractor will monitor host nation evolution to World Health Organization (WHO) guidelines, including Codex Alimentarius, and incorporate WHO guidelines into its approach as appropriate.

Health and Sanitation Inspections: The Contractor will maintain and retain reports on health and sanitation inspections.

Food Service Management: The Contractor will train food service management and service staff in National Restaurant Association ServSafe food handling procedures.

Food-Handling Awareness: The Contractor will provide periodic health, sanitation, and hygiene training to address food handling awareness and sanitation processes.

Fit for Duty: All Food Service workers will be physically capable, certified communicable disease-free, and attired in clean clothing.

Health Certifications: Health certifications shall be made by medical examination with exam documentation retained on file for DOS inspection.

7. Cleanliness

As part of the operation of the MSGR kitchen, the Contractor shall provide cleaning services. These services shall be performed in accordance with standard commercial cleaning practices. The MSGR kitchen and dining areas require regular cleaning of all visible dust, grease, dirt, soil, scuff marks, and debris from surfaces, fixtures, tables, walls, floors and carpets due to regular traffic. Additional standard cleaning services include, but are not limited to, the following: table bussing/cleaning during food service operations, sweeping, mopping, trash removal, washing kitchen/dining windows, disinfecting, cleaning entryways and mats, and basic metal polishing.

The Contractor shall clean and organize the kitchen and kitchen storage area after each meal.

The Contractor shall ensure that the two public bathrooms, the bar area, and the dining room are kept clean, sanitized and are properly maintained all the time to the highest U.S. standards.

vi. Food Service Management System and Controls

Food Service Management System: The Contractor will implement and/or maintain a Food Service Manage System for maintaining accountability and limiting access to authorized patrons. With tracking and database tools for the Contractor’s program office, and storage facilities, the system will be a flexible and transparent inventory management solution. The system will enable the Contractor to monitor inventory levels, streamline purchasing, develop menus, standardize recipes, analyze data, and accurately report on a wide range of food service activities and metrics.

Access Control: The Contractor shall implement planning and access controls to ensure only authorized guests are able to access the MSGR.

Fraud, Waste, and Abuse: The Contractor shall implement planning and access controls to ensure only authorized guests are able to access the MSGR.

c. Food Provisioning and Storage

On a weekly basis the Contractor shall accompany the customer for grocery shopping, ensuring acceptable ingredients are purchased. The Contractor will store the food supplies in appropriate areas and rotate stock on a first in – first out basis.

i. Food Quality Standards

The quality of product shall be equivalent to standards established by USDA Agriculture Marketing Service Grades and Standards (https://www.ams.usda.gov/grades-standards ), or better.

ii. U.S. and Familiar Brands

Patrons are American citizens that associate certain name brand products to high quality. Local products may be submitted, with approval for “equal”.

iii. Supply Chain Management

Best Value: Sources should be procured wherever possible to ensure highest quality and best value.

Receipt of Supplies: The Contractor may be required to accompany the Mess NCO on local food purchasing trips. These items will be received and stored in the appropriate areas within the MSGR.

Supply Rotation: All products in storage shall be dated and rotated for first-in, first-out distribution. Supplies required include:

Food: Food (perishable and non-perishable).

Beverages: Beverages to include all bottled water, milk, carbonated beverages, juices, coffee, and tea.

Frozen foods: The Contractor will maintain a minimum of 30-day supply of frozen, canned, and/or dry foods at all times.

Emergency Food Supply Plan: The Contractor will provide and shall update the incorporated emergency supply management plan as needed, or upon request from the Government.

Prevent Spoilage: The Contractor’s Food Service Managers and Supervisors will follow USDA, HHS, and PHS published guidelines for procedures and processes to prevent spoilage. They shall consider regular inventory inspection, temperature rotations, the practice of first-in, first-out (FIFO), increased physical security for inventory, and selective or exclusive inventory access limitation.

iv. Supplies, Utensils, Dishware and Consumables

The USG will provide sufficient supplies, utensils, dishware and consumables to support the MSGR food service operations, with sufficient inventory to maintain operation for up to 30 days without re-stock. If levels fall below those required, the contractor must notify USG within 30 days so that no lapse in supplies/consumables will occur.

Supplies: Supplies include food supplies associated consumables (e.g. napkins, paper plates, plastic utensils, to-go boxes, etc.).

Utensils: Utensils include metal cutlery, serving spoons, pots, pans, kitchen crockery and cooking vessels.

Dining Ware: Dining ware, to include plates, bowls, glasses, and mugs.

d. Equipment and Facilities

The Contractor will operate the fully furnished MSGR kitchen as provided by the USG.

The Contractor will be provided Government Furnished Equipment (GFE) that is up-to-date and fully maintained.

Contractor shall conduct a thorough assessment of all existing MSGR kitchens, and food service management equipment and ensure adequate supply of replacement equipment and parts are available for continuous operation.

Offeror shall propose an estimated list of required additional equipment to the Government for purchase within the proposal, if required.

Maintenance Plan: The Embassy is responsible for the maintenance and repair of all MSGR kitchens (structure, electrical, plumbing, etc.) and its installed equipment (hoods, stoves, ovens, dishwashers, etc.). The Contractor will establish a plan for use and inventory of all property, equipment, and materials used in the contract performance.

Procedures shall…