Statement of Work for posting NWWN99382200256.pdf

STATEMENT OF WORK FOR JANITORIAL SERVICES FOR THE GRAY,

MAINE WEATHER FORECAST OFFICE

The Contractor shall ensure that these services are performed in a manner that ensures the health and safety of federal employees and members of the public; and, both the sanitary conditions and esthetic appearance of federal buildings. Superior customer service and well-maintained facilities that present a clean, neat and professional appearance shall be furnished in accordance with all the terms and conditions of the contract.

The Contractor shall be required to maintain a quality control program to ensure that the requirements of this contract are met. This program shall be created for identifying and correcting deficiencies in the quality before performance becomes unacceptable.

I. SCOPE OF WORK

Place of performance:

National Weather Service Gray/Portland Maine Weather Forecast Office 1 Weather Lane Gray, ME 04039 Cumberland County Cleanable Square Footage:

Approximate Facility Dimensions:

Total square footage= 5301 sq ft Total occupied space= 5120 sq ft Tile Area= 4105 sq ft (Raised Tile: 2363, Ceramic tile: 353, Resilient tile: 697, Luxury Vinyl Tile (LVT):

692 sq ft) Carpeted area= 830 sq ft Carpet to tile ratio is: 17% carpet and 83% tile Cement floor: 185 sq ft Exterior Glass doors= 2 Vestibules: 2 Exterior Windows= 16 Interior Windows= 3

• All cleaning under this contract is required to meet the quality and performance standards as identified herein. Cleaning for this facility shall be accomplished between the hours of 5:00 PM and 11:00 PM Local Time, Monday through Saturday, Federal Holidays are not included.

• PERIODS OF PERFORMANCE

• Base Year: July 1, 2022 through June 30, 2023

• Option Year 1: July 1, 2023 though June 30, 2024

• Option Year 2: July 1, 2024 through June 30, 2025

• Option Year 3: July 1, 2025 through June 30, 2026

• Option Year 4: July 1, 2026 through June 30, 2027

• If the Contractor fails to report to work any given day of the year, the contract monthly price shall be reduced by the prorated daily price for each day of missed services. Contractor is expected to notify the NWS office in Gray if services will not be performed.

• Itemized services, specific rooms, areas requiring a different cleaning schedule and services covered shall be outlined in the statement of work and updated by the Technical Contact as needed.

• All cleaning shall be accomplished utilizing the latest technology, products, equipment, industry practices, and specifications in order to achieve a clean, neat and professional appearance in accordance with all the terms and conditions of the contract.

II. SUPPLIES, MATERIALS, EQUIPMENT AND UTILITIES

• Government Furnished:

Space in building, for the storage of supplies and equipment, will be provided for use in the performance of work under this contract. No flammable or explosive liquids such as gasoline will be stored in the building. The Government will not be responsible for damage or loss to the Contractor’s stored supplies or equipment

Electrical power will be provided at existing outlets for the Contractor to operate such equipment, as necessary, in the performance of this contract.

Hot and cold water will be made available, as necessary, for cleaning purposes

Waste Dumpster, Recycling Dumpster, Recycling bins

• Contractor Furnished:

The Contractor shall furnish all personnel, management, supervision, supplies, materials, equipment, tools, and employee training necessary to achieve the quality performance standards of the work in this contract, unless otherwise specified herein.

• Consumable Materials: Consumable materials required for the execution of the contract include cleaning chemicals and solutions, rubber gloves, plastic liners for waste baskets, antibacterial liquid soap for the restroom, antibacterial soap for soap dispensers and liquid hand sanitizer. Two-ply or better toilet paper, two-ply white roll paper towels for the breakroom, restroom disposable multi-ply paper towels, air freshener, Consumables in place, remaining at the conclusion of the contract period will become the property of the Government.

• Training and services provided shall include all applicable OSHA and other related standards, including the Federal Clean Air Act, requirements of the Environmental Protection Agency (EPA), and all Federal, State and Local Codes, in addition to maintaining current licenses as required for the type of work provided.

• The Contractor shall submit all Material Safety Data Sheets (MSDS) for any materials used under this contract to the technical contact forty-eight hours prior to contract services performance start date. If the Contractor substitutes any materials during the contract performance period the MSDS shall be provided to the technical contact forty-eight hours prior to using the materials.

• The Contractor is responsible for damage to any Government equipment, supplies, or facilities caused by contractor’s personnel. The contractor is cautioned that in many areas of the buildings delicate equipment is in operation.

This equipment may be damaged by placing anything on top, bumping against controls, etc.

• The Contractor shall furnish all equipment necessary to accomplish the work under this contract. All equipment must meet all applicable OSHA standards.

Contractor shall not use any unsafe equipment or any equipment in need of repair. Contractor shall use commercial grade equipment. The Contractor shall provide the technical contact with a quarterly checklist of vacuum cleaner maintenance performed. Examples of items to be included on the vacuum cleaner maintenance checklist are as follows: hoses cleaned, belts checked, etc. Contractor and contractor employees shall be supplied with all necessary protective and safety equipment.

Materials (e.g., bio-based greases, bio based hydraulic fluids, bio-based absorbents) used to the maximum extent possible without jeopardizing the intended end use or detracting from the overall quality delivered to the end user. All supplies and materials shall be of a type and quality that confirm to applicable Federal specifications and standards. All supplies and materials to be used in the performance of work described herein are subject to the approval of the technical contact. The following is an example list of products that may be used in this contract for janitorial services for which bio-based products are available. This list is not all inclusive. It is desirable that vendors be able to supply the greatest number of bio-based products listed meeting the health and environmental specifications: All-purpose cleaner, Degreaser/ Cleaner, Heavy duty cleaner, Deodorizer, Carpet shampoo, Floor finish, Gum remover, Floor finish restorer, Floor Finish, sanitizer, Floor sealer, Extraction fluid, Furniture polish, Floor strip.

Safety and Environmental Requirements:

The Contractor shall comply with all applicable Federal, State, and Local law and regulations pertaining to safety and environmental requirements.

The Contractor shall provide and maintain work environments and procedures which shall safeguard the public and Government personnel, property, materials, supplies, and equipment exposed to contractor operations and activities.

The Contractor shall be prepared to provide to the Government Contact Point (GCP), Material Safety Data Sheets (MSDS) for all chemical products prior to them being brought on site. The Contractor shall comply with the following;

All products shall be kept in original container with legible label. If the product is placed in smaller container for use, the smaller container shall be marked legible stating the product it contains.

There shall not be any chemical product mixed together unless intended by the chemical manufacture.

Whenever the GCP becomes aware of any noncompliance with these requirements or any condition which poses a serious or imminent danger to the health or safety of the public or Government personnel, the GCP shall notify the Contracting Officer. The Contracting Officer shall take appropriate corrective action.

Glass cleaner, Neutral cleaner (liquid), Grout sealer, Stain remover, Stainless steel polish, Air freshener, Toilet bowl cleaner, Bathroom cleaner, White board cleaner, Brass polish/cleaner, Wood floor cleaner, Chrome polish/cleaner, Laundry detergent, Liquid antibacterial hand soap, Cream cleaner, Lime and scale remover, Solvent. Bio based products that are designated under the USDA’s Bio-preferred program must meet the required minimum bio based content as stated in the USDA Final Rule available at www.biopreferred.gov. The Contractor shall provide data for their bio-based products such as bio-based content. In addition to the bio-based products designated by the U.S.

Department of Agriculture in the Bio-preferred Program, the Contractor is encouraged to use other bio-based products. The Contractor shall comply with the provision at FAR 52.223-1, Bio based Product Certification and reporting requirements of FAR 52.223-2 Affirmative Procurement of Bio based Products under Services and Construction Contracts.

III. CONTRACTOR PERSONNEL

• Two days prior to the contract start date, the Contractor shall submit, in writing, the name of the Site Manager and an alternate to the Contracting Officer. The Contractor shall supply telephone, cell phone, and/or pager numbers to the technical contact for use in contacting the Site Manager. The Site Manager shall conduct overall management coordination and shall be the central point of contact with the Government for performance of all work under this contract. The Site Manager shall be authorized to receive any notices of deficiency in contract performance. The notices may include, but not be limited to, the following: non-performance of work, deficiencies in work performed and notices of proposed payment deductions due to the above. The Site Manager shall be available weekdays, between the hours of 8:00 am and 3:00 pm, and available to meet via telephone conference call within 2 hours to discuss any problem areas, issues or concerns. The Contractor shall notify the Contracting Officer in writing of any substitution in Site Manager ten working days (10) prior to making any substitutions.

• All personnel employed by the Contractor shall be experienced in the type of work involved and familiar with the specifications of this contract.

• The Contractor is required to provide necessary and on-going tenant relations or customer service training for its employees.

• Contractor personnel shall conduct all operations in such a manner as to minimize any inconvenience in the use of the facilities to the occupants.

• Except as otherwise provided by law, the Government will not be responsible for the loss of, or damage to, the contractor’s equipment, or death of or injury to the contractor’s personnel, or for the death of, or injury to, persons or for damages to property resulting from the contractor’s negligent performance under this contract. The Contractor shall be responsible for all damages to persons or property that occurs as a result of his fault or negligence, or the fault or negligence of his employees or agents, while performing the requirements of this contract.

• The Contractor is responsible to ensure employees obtain DOC/NOAA security clearances in accordance with current DOC security requirements in a timely manner. The employee security clearance shall be in accordance with CAR 1352.237-72. Also, a list of employees must be provided to the technical contact.

Employees must have a badge to identify the company they work for. Facility Management shall be introduced to all current and future contract employees who may be servicing the facility.

IV. SCHEDULING WORK AND REPORTING REQUIREMENTS

Two work days prior to the contract starting date, and annually thereafter for renewal periods, the Contractor shall submit to the technical contact schedules and plans of all periodic cleaning. Periodic cleaning is defined as janitorial and related services performed that are not on a daily or weekly basis.

V. QUALITY CONTROL PROGRAM

• The Contractor shall establish a complete, written Quality Control Program (QCP) to ensure that the requirements of the Contract are provided as specified.

The written QCP shall be submitted to the technical contact.

• The QCP’s purpose is to provide a plan for meeting all requirements of this contract. The QCP is intended to identify and correct deficiencies before contract performance becomes unacceptable. The QCP should include, but not be limited to, the following:

An inspection of the building which covers all services defined in the “Performance Standards and Guideline Requirements”, and specified in the, “Itemized Services Requirement Sheet” of this PWS.

A system to ensure that the Contractor’s employees, or subcontractor’s employees, are notified of all deficiencies in their area of responsibility. A system and plan to retrain employees to ensure that deficiencies do not reoccur.

A plan for monitoring and correcting customer complaints. A record of customer complaints and the corrective action taken must be kept on file at the site and available for review by the Contracting Officer or his/her representative, at any time.

• The QCP must be kept current, reflecting the pertinent contract modifications and building changes or conditions. The Contractor shall review the plan with its onsite personnel to ensure complete understanding. A copy of the most current QCP must be kept on file at the worksite where the tasks are being accomplished.

• If performance or quality measures are not being met by the Contractor, the Government retains the right to review the QCP and related documents. Upon review of the plan and related documents, the Government will take appropriate action to ensure that all quality and performance measures are met as specified in this contract.

VI. PERFORMANCE STANDARDS AND REQUIREMENTS

NOTE: All cleaning under this Contract is required to meet the quality and performance standards as identified. The majority of the cleaning at this location shall be accomplished once per calendar work day and weekends. Federal holidays excluded.

The Contractor shall ensure that the buildings listed herein meets all quality and performance standards under this contract and presents an overall appearance of cleanliness. The Contractor shall provide sufficient supplies, materials, and equipment to adequately maintain the premises at an acceptable level of cleaning which is consistent with comparable industry standards for this type of contract.

The following standards describe what is considered to be the normal industry quality and performance standards for intended services under this type of contract.

The Contractor, through innovation, technology, or other means, shall perform the required cleaning services in order to meet the quality and performance standards.

The Contractor shall keep the facility clean. The definition of clean will be to remove dirt, water streaks, gum, grease, tar or any other extraneous matter from all surfaces or objects in order to present an overall appearance of cleanliness.

The Contractor shall clean to the following standards:

Glass/mirror surfaces and coverings shall be clean and free of obvious dirt, dust streaks and smudges.

Furniture and all surfaces that are below 70 inches shall be free of obvious dust and dirt.

All carpets, as applicable, shall be clean and free of dirt, debris and obvious spots and stains. Carpet spotting should be accomplished as needed.

Carpet notes:

Carpet spotting shall be accomplished as needed to meet the quality standard.

A bonnet type shampoo cleaner, hot water extraction or other acceptable methods shall be used to accomplish performance standards.

Resilient flooring (Electronic Shop) shall be maintained at a high level of luster, free of all types of marks. (Buffing, stripping and waxing as required are included in the cost of this contract)

Access flooring (Equipment Area), Damp mop complete floor, mop should be damp but NOT WET, to assure that no water seeps down through floor seams. To remove marks or stains, use all- purpose spray cleaner.

*Under no circumstances shall wax, oil, or other coatings be applied to this floor as the anti-static properties of this floor will be lost. The access floor in the equipment room shall only be mopped when a member of the electronics shop is present.

Ceramic tile flooring (breakroom, restrooms, and entryways), Sweep or vacuum as required removing loose dust and dirt.

Mop area, removing foot marks and small spills.

Cement Flooring (Interior Storage Room), Sweep or vacuum as required removing loose dust and dirt.

Mop area, removing foot marks and small spills.

Luxury Vinyl Tile (LVT), clean removing loose dust, dirt, scum and scuff marks using commercial LVT cleaner. (In wintertime special attention should be made to remove salt and sand that is tracked in from the outside).

All other flooring shall be free of dirt, debris and foreign material and maintain a high level of luster. (Buffing, stripping and waxing as required are included in the cost of this contract).

Drinking fountains shall be cleaned and free of water marks and any other debris or encrustation. Drinking fountains shall be maintained at a high level of sanitation.

All trash shall be collected from work areas and removed to the outside dumpster. Trash containers shall be lined and kept relatively free of dirt, stains, and debris. Periodic collection of litter adjacent to the building shall also be accomplished. Recycling includes cardboard, mixed paper and magazine/ newspaper/shinny paper. Cardboard recycling is done via the government furnished recycling dumpster. Contractor is responsible for paper and magazine recycling.

Restrooms shall be cleaned and disinfected (COVID-19 approved) to maintain all fixtures at a high level of shine and cleanliness, including kitchen counter tops and table.

Floors shall be sanitized and maintained to ensure that there is not a buildup of dirt, debris, or bacteria. Partitions and walls shall be free of obvious dirt, graffiti, dust or any other extraneous matter. Toilet supplies shall be replenished as needed to maintain an adequate supply at all times. Trash and sanitary napkins shall be collected and disposed of at a location designated by the technical contact. NOTE: Due to the health implications and requirement for restrooms to be sanitized, restrooms shall be cleaned and sanitized and mops and sponges used for the restrooms shall not be used for cleaning any other areas or rooms in the building.

Sanitary napkin dispensers shall be filled with Contractor furnished supplies and shall be tested regularly to ensure proper working condition at all times.

The Government is responsible for repair and replacement of dispensers.

Metal and wood surfaces shall be cleaned to protect the wood or metal.

Ceiling Lighting (includes all interior office and hallway building lights, glass) shall be clean, free of obvious dirt, bugs, grime, streaks, cloudiness and watermarks.

High cleaning surfaces above 70 inches shall be free of obvious dust, cobwebs, or any other extraneous matter (interior only).

Paper products shall be replaced/replenished to the following minimum standards: Toilet paper rolls next to each commode shall be kept at least half full, and each commode shall have a least one full back-up roll on the appropriate type of holder. All paper towel dispensers shall be replenished at least three quarters full with appropriately sized paper towels.

Food service and break areas shall be cleaned and sanitized, including microwave, sink area and tables.

Stove/Oven interior shall be cleaned and sanitized free of stains and other extraneous matter.

Railings, risers, ledges, air grills, doors, radiators and surrounding areas, shall be free of obvious dirt, dust, stains, debris and other extraneous matter.

Venetian blinds or any other window coverings shall have cords and both sides of blind slats free of obvious dirt, dust, grime and water spots.

Janitor’s closets and sinks shall be kept clean and free of standing water.

VII. ITEMIZED SERVICES REQUIREMENT LIST

The Contractor shall be responsible for the following cleaning services and schedules:

A. Blinds B. Carpet cleaning

C. Carpet spotting D. Drinking fountains and Water Dispensers E. Entrance, lobbies and corridors F. Floor maintenance G. Floor mats and entrance rugs H. Furniture I. Glass windows and mirrors J. High cleaning K. Horizontal surfaces L. Kitchen area including appliance surfaces M. Lighting fixtures N. Restrooms O. Trash collection and disposal P. Recycling Q. Buffing hard tile floor

DAILY

• Sign in and out of janitorial log upon starting and completing cleaning

• Sweep or dust mop all uncarpeted floors (including hallways and foyers)

• Vacuum all carpeted floors.

• Vacuum or clean indoor and outdoor entrance mats

• Empty all wastebaskets and sanitary napkins containers

• Remove all refuse to outside dumpster.

• Replace plastic liners when soiled or torn. In case of leakage, damp wipe receptacle clean. Clean receptacle exterior as needed

• Mop restroom floors using a COVID 19 approved disinfectant solution For health reasons, mops used in the restrooms will not be used to mop in any other part of this facility

• Clean and disinfect toilets and urinals using COVID 19 approved disinfectant

• Electric hand dryers shall be sanitized and cleaned

• Refill all dispensers and containers in restrooms and break room

• Clean countertops, mirrors, and sinks in restrooms

• Clean breakroom countertop, Interior and exterior of microwave, sink, table and exterior surfaces of appliances. Scour sink

• Clean drinking fountain

• Mop break room twice per week and more often as needed.

• Fill out and initial/sign the janitorial checklist provided by the technical contact.

• Clean commercial Luxury Vinyl Tile (LVT) flooring by mopping flooring using a commercial

LVT cleaner

• Damp mop access floor in operations room

WEEKLY Damp mop all remaining uncarpeted floors (except the access floor in the operations and equipment rooms) using appropriate detergent solution for floor type

• Wash glass entrance doors and vestibule windows, interior and exterior

• Dust horizontal surfaces throughout facility that are readily accessible and visibly require dusting

• Sweep/vacuum the cement floor of the interior storage room

• Clean glass/plexiglass partitions in the operations center

• Empty and clean outside cigarette receptacles

BIWEEKLY

• Empty recycling bins

MONTHLY • Spot clean toilet enclosures

• Remove spots and stains from carpet as necessary

• Buff and spot polish high traffic areas to protect finish

• Vacuum all carpeted areas including moving chairs to clean underneath

• Vacuum light fixtures to remove dead bugs, dust and dirt

• Mop cement flooring

QUARTERLY (January, April, July, October)

• Dust Venetian blinds

• Wash interior windows and window sills

• Strip/Wax/Buff Resilient floor (Electronic Shop)

• Mop Access floor (Equipment Area)

• Clean the return air grills throughout the building

SEMI-ANNUAL CLEANING (April, October)

• Wash all exterior windows

• Vacuum/clean chairs

• Vacuum all accessible carpeted walls. (Modular furniture not included)

• Clean stove/over interior

• Shampoo Carpeted floors using a low moisture cleaning process

• Ceramic tile floors (breakroom, restrooms, and entryways)

***The Contractor shall coordinate all quarterly and semi-annual cleaning with site manager at least 3 business days ahead of time. All monthly, quarterly, and semiannual tasks shall be documented to show when these tasks were completed. This documentation shall be provided to the site manager on a routine basis either via email, onsite documents, or similar methods ***

ADDITIONAL WORK OUTSIDE THE STATEMENT OF WORK

Additional work not covered in the Statement of Work (SOW) may be requested on an as needed basis with a modification to the purchase order.

The contractor shall be compensated for the additional work at an hourly rate plus materials if applicable, to be included in the purchase order. Materials shall be itemized on the invoice and not exceed published price listings.

Notes:

• Light bulbs shall be furnished and installed by National Weather Service.

• Do not use hot water extraction or so-called "Steam Cleaning" except as when and where approved by technical contact

• Do not use the Spin-Bonnet method

VIII. CONTRACT DATA REQUIREMENTS AND DELIVERABLES

Following is a schedule of deliverables required during the period of performance of this contract:

Item Description Quantity Due Date Delivery to Reference 0001 Draft QCP 1 EA With quote/ Validated again 2 days prior to the start of the contract.

CO PWS

0002 Updated/Finalized QCP 1 EA Within 5 days of contract award.

TPOC PWS

0003 Annual Schedule 1 EA Within 5 days of contract award. The contractor shall be required to update, and provide to the Government the updated schedule 15 days prior to the start of each option period.

TPOC PWS

0004 Site Manager POC and Alternate Site Manager POC

1 EA 2 days prior to contract start.

TPOC PWS

0005 Insurance Certification 1 EA Upon start TPOC Regulation (CAR)

Clause 1352.228-70

0006 Material Safety Data Sheets 1 EA Within 10 days of contract award, and updated in accordance with FAR

52.223-3 Alt 1.

TPOC

Regulation (FAR) Clause 52.223-3 Alt

0008 USDA Designated Biobased Reporting

1 EA In accordance with the reporting requirements

Identified in FAR 52.223- 2.

TPOC Reference FAR Clause 52.223-2

TECHNICAL POINT OF CONTACT (TPOC)

To be provided at the time of award

Periodic services provided:

Janitorial Schedule - Daily Schedule Log

Time In:

Time Out:

Date:

Services Monday Tuesday Wednesday Thursday Friday Saturday Sunday Drinking fountains/water dispensers Entrance, lobbies & corridors Floor maintenance (sweep & mop) Vacuum floor mats and entrance rugs/carpets Glass windows, mirrors, doors Dust Horizontal surfaces (desk, counters, tables, etc.)

Clean & Sanitize Kitchen floor and counter areas including appliances surface Clean & sanitize restroom floors and counters and restock restrooms Trash & recyclable collection/disposal

Work Inspected by:

Place in mailbox on MIC door after completion of work

Site Map

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

JANITORIAL SERVICES

NOAA National Weather Service's Eastern Region

QASP

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

JANITORIAL SERVICES

INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate contractor actions while implementing this Statement of Work (SOW) It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective on the Performance Requirements Summary (PRS) in the maintenance contract.

The QASP provides a systematic method to evaluate the services the Contractor is required to furnish.

This QASP is based on the premise the Government desires to maintain a quality standard in operating, maintaining, and repairing facilities and that a service contract to provide the service is the best means of achieving that objective.

The Contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the Contract. The role of the Government is to perform quality assurance surveillance to ensure contract standards are achieved.

In this Contract the quality control program is the driver for product quality. The Contractor is required to develop a comprehensive program of inspections and monitoring actions. The first major step to ensuring a "self-correcting" contract is to ensure that the quality control program approved at the beginning of the Contract provides the measures needed to lead the Contractor to success.

The Quality Control Program shall be approved by the Government. The purpose of the QASP is to promote a robust quality assurance program throughout the period of performance of the Contract.

Performance Objective

Performance Standard PWS Para Performance Threshold

Basic Cleaning Services

Floors, baseboards, corners and wall edges are free of dirt, dust and debris. Trash is empty; Plastic liners are in good condition. Trash containers are free of odors and visible dirt. Trash is emptied into outdoor trash collection container. Ash containers are emptied and free of ashes, odors and stains.

Glass and mirrors have no traces of film, dirt, smudges, or water. Drinking fountains are disinfected and free of streaks, stains, spots, smudges, scale and other deposits. Stairways are free of dirt, debris, marks, smudges, scuffs and other foreign matter. Carpets are free of dirt, debris, litter and other foreign matter.

Dust is not visible.

VI and VII 90% of all facilities are without customer complaints for the month.

Basic Restrooms/ Kitchens Services

Restrooms and kitchens are disinfected (COVID 19 approved) and free of dirt, deposits, streaks and odors. Showers are disinfected and free of soap films, scum and other deposits. Toilets and urinals are disinfected (COVID 19 approved) and free of scale, stains, scum and other deposits.

Floors are free of litter, dirt, dust and debris.

Consumable supplies, paper products, soap, etc., are adequate until next service.

VI and VII 90% of all facilities with Restrooms/ Kitchens are without customer complaints for the month.

Periodic Cleaning Services

Floors have a glossy uniform appearance free of scuffmarks, heel marks, wax build-up, and other stains and discoloration. Windows are free of film, dirt, smudges, water, and other foreign matter.

Carpets are free of stains and discoloration.

VI and VII 90% of all facilities receiving periodic services are without customer complaints for the reporting period.

Site Manager or Alternate Site Manager Availability and Response Time

Availability and response time met III 90% of all facilities are without customer complaints for the month.

SURVEILLANCE: The Technical Point of Contact (TPOC) will receive complaints from Government personnel and pass them to the contractor's quality control inspector (QCI) for correction. The TPOC will maintain a record of all the complaints along with the resolution and forward this information to the Contracting Officer for inclusion in the official Contract file for this Contract.

STANDARD: 90% of all facilities are without customer complaints for the month or service period. For example, for one of the facilities receiving service during the month, the TPOC should receive no more than one (1) customer complaint during the monthly service period. For the purpose of these four performance objectives, a facility may never have more than one customer complaint per service period (includes monthly service period and periodic service period). The TPOC shall notify the Contracting Officer for appropriate action in accordance with FAR 52.212.4, Contract Terms and Conditions- Commercial Items ( WL 2013), FAR 52,246-2 Inspection of Supplies-Fixed Price (Aug 1996) and FAR 52.246-4 Inspection of Services-Fixed Price (Aug 1996), if any of the above performance objectives exceed one valid customer complaint per site, per service period. If more than one valid complaint is received for a site in a service period the monthly invoice's price for the applicable site's CLIN/SubCLIN may be reduced by the prorated daily rate for each additional valid complaint.

PROCEDURES: Any Government employee that observes unacceptable services, either incomplete or not performed, for any of the above performance objectives should immediately contact the TPOC and Contracting Officer and the TPOC will complete appropriate documentation to record the complaint. The TPOC will consider the customer complaint valid upon receipt from the customer. The TPOC will coordinate and notify the Contractor and will inform the customer of the approximate time the unacceptable performance will be corrected and advise the customer to contact the TPOC or Contracting Officer if not corrected. The TPOC will consider customer complaints as resolved unless notified otherwise by the customer. The TPOC shall verbally notify the Contractor's Quality Control Inspector (QCI) to pick up the written customer complaint. The QCI will be given two hours after verbal notification to correct the unacceptable performance. If the QCI disagrees with the complaint after investigation of the site and challenges the validity of the complaint, the QCI will notify the TPOC in writing. The TPOC will conduct an investigation to determine the validity of the complaint. If the TPOC determines the complaint as invalid, he will document the written complaint of the findings and notify the customer in writing. The TPOC will retain the annotated copy of the written complaint for his/her files. If after investigation the TPOC determines the complaint as valid, the TPOC will inform the QCI in writing and verbally and the QCI will be given an additional hour to correct the defect. A defect will not be recorded if proper and timely correction of the unacceptable condition(s) is accomplished. Where not corrected the TPOC shall notify the Contracting Officer in writing. The QCI shall return the written customer complaint document, properly completed with actions taken, to the TPOC, who will file the complaint in the record for monitoring future recurring performance. Recurring customer complaints are not permitted for any of the above service items. If a repeat customer complaint is received indicating the same deficiency during the service period (month, quarter, etc.), the TPOC shall contact the Contracting Officer for appropriate action.

SURVEILLANCE: The Government TPOC and the Contracting Officer as may be necessary will evaluate the services required by the contract to ensure compliance.

STANDARD: The Contractor shall perform all work required by the contract in a satisfactory manner in accordance with the appropriate SOW paragraph. The TPOC shall not consider the required contract services complete until all deficiencies have been corrected.

PROCEDURES: The Government TPOC will inspect all work required by the contract to ensure contractor compliance with the appropriate paragraphs III, VI and VII of the PWS each time the service(s) is performed. Record results of inspection, noting the date and time of inspection. If inspection indicates unacceptable performance, the TPOC shall notify the CO and also notify the Contract Manager or QCI of the deficiencies for correction. The Contractor shall be given two hours after notification from the TPOC to correct the unacceptable performance.