EXHIBIT_03_Quality_Assurance_Surveillance_Plan_7.15.15.pdf

EXHIBIT 3

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Armed Guard Services

1.0 Objective: The purpose of this plan is to provide a QASP for security services performed at the

Andover, MA Campus, Covington, KY Campus and Memphis, TN Campus locations, 24 hours a day, 7 days a week, 365 days a year (24x7x365). This plan provides a basis for the Security Quality Inspector (SQI) to evaluate the quality of the Contractor's performance. The oversight provided for in the contract and in this plan will ensure service levels reach and maintain the required levels throughout the contract term. This plan will provide the SQI with a proactive way to avoid unacceptable or deficient performance, and provide verifiable input for the required past contract performance evaluations.

2.0 Performance Standards:

2.1 Frequency: The SQI will evaluate the current levels of performance according to the standards set forth in this contract. During performance of this contract, the SQI will take periodic measurements as specified and will analyze whether negotiated frequency of measurement is appropriate for the work being performed.

2.2 Management Responsiveness: The SQI will determine whether the Contractor has managed the contract effectively and efficiently with successful and timely response in screening and escorting visitors, monitoring surveillance equipment, etc.

3.0 Evaluation Methods: The SQI will conduct performance evaluations based on the required performance levels as set forth in the contract.

3.1 Service Level Monitoring: The Contractor will provide sufficient qualified personnel to provide security services for the Andover, MA Campus, Covington, KY Campus and Memphis, TN Campus locations. Customer/visitor feedback will be sought to ensure complaints, investigative reports, and responses to alarmed sites are resolved in an expeditious manner.

3.2 Certification: Prior to contract award, the Contractor will provide the SQI all certificates, medical evaluations, and other required permits for all individuals.

3.3 Visual Inspections: The SQI will conduct routine visual inspections [Exhibit 10] to ensure uniforms are worn properly, and routine checks to make sure firearms are inspected by the supervisor at the end of the day, and ensure all requirements listed in Exhibit 10 (Items 1-12, and all Miscellaneous Contract Requirements 1-4) are in compliance, and document their status.

3.4 Safety Precautions: The Contractor will provide the SQI safety procedures to ensure security operations are performed in a safe manner. This includes methods that ensure continuous strict adherence to proper safety procedures, particularly firearms safety, motor vehicle safety, etc.

4.0 Measures:

4.1 Entrance Control

Performance Objective: The Contractor will respond in a courteous and professional manner to information requests at all times. The Contractor will verify identification of persons entering all controlled parking lots and buildings. Through technical direction, the SQI or the Alternate SQI, may require the Contractor to inspect packages, handbags, vehicles, etc., to detect weapons, contraband, and the like by use of Magnetometers, X-Ray and/or handheld wands.

Performance Measures:

a. Respond to information requests immediately.

b. Review of identification is timely, accurate, and complete.

c. The officer submits daily reports of entrance violations to the Supervisor.

4.2 Fixed Posts

Performance Objective: The Contractor will assign guards to cover fixed posts, stationary positions at the entrances to a building, or at other designated areas as directed by the SQI to ensure only authorized access into the facility. The Contractor will monitor closed-circuit televisions and alarm monitoring equipment or other such equipment in order to dispatch guards promptly to respond to emergency situations.

a. Fixed posts will be staffed at all times.

b. Notice is given immediately to the Supervisor of all incidents.

c. The officer submits written incident reports to the Supervisor by the end of the guard shift.

d. Report is accurate, complete, and timely.

4.3 Roving Patrol

Performance Objective: The Contractor will assign Roving Patrol Guards in accordance with routes and schedules established in the Post Orders. Procedures for Roving Patrol Guards will include, but are not limited to, the following:

a. Hazardous Conditions: Report, in written format, daily, in accordance with procedures in the Officer’s Duty Book, any hazardous or potentially hazardous conditions and items in need of repair, including, but not limited to, inoperative lights, perimeter fence fabric damaged/cut/erosion under the fence or gate allowing access/etc., emergency equipment (strobes/horns) not operating properly, leaky faucets, toilet stoppages, broken or slippery floor surfaces, etc.

b. Additional duties may include: Turning off unnecessary lights, securing empty offices, opening and closing (secure) doors, windows, gates, etc.

a. The guard immediately reports to the Supervisor any deficient areas identified.

b. A report is submitted daily to the Supervisor, by the end of the guard shift.

c. Report is accurate, complete, and timely.

4.4 Injuries and Illnesses

Performance Objective: The Contractor will obtain medical assistance when necessary in the event of injury or illness to anyone in IRS occupied space or on government delegated grounds, in accordance with the Officer’s Duty Book, Post Order, etc.. The Contractor will escort medical/first responder (police/fire) personnel to the scene and control the scene so medical personnel can perform duties unhindered.

a. The guard will report all incidents immediately to the Supervisor/Watch Commander.

b. The guard will prepare a written report and submit it to the Supervisor by the end of the guard shift.

c. Report is accurate, complete, and is timely.

4.5 Escort Duties

Performance Objective: The Contractor will provide escort services for designated personnel, when the SQI or duly authorized representative gives direction for the protection of IRS personnel.

a. The Contractor will log in all escorted personnel and their destination, prior to beginning the escort, and log out the escorted personnel upon their exiting the property.

b. A daily report is submitted to the Supervisor, by the end of the guard shift, of all escorted parties.

c. Report is accurate, complete, and timely

4.6 Building Rules and Regulations

Performance Objective: The Contractor will monitor building occupants’ and visitors' behavior to ensure compliance with posted building rules and regulations and to ensure ALL occupants (no exceptions) properly display a valid government ID Card/Badge (includes visitor badges), and is properly escorted, as appropriate.

a. Immediate action is taken as necessary, and notifications of building rule and regulation violations are made immediately to the Supervisor.

b. Verbal notification is made immediately to the SQI.

c. A written report is submitted to the SQI, through the Supervisor, by the end of guard shift.

4.7 Law and Order

Performance Objective: The Contractor will enforce law and order in accordance with the contract and building regulations, post orders, and other verbal or written instructions. In performance of the prescribed physical security duties, the Contractor will be responsible for the detection, detaining, and reporting of any person or persons attempting to gain unauthorized access to the IRS facilities or property.

a. Notification is made immediately to the Supervisor when an unauthorized attempt to access IRS space occurs.

b. Incident reports are submitted to the Supervisor by the end of the guard shift.

4.8 Emergency/Special Keys

Performance Objective: The Contractor will have control and store Emergency/Special Keys issued by the SQI. The Contractor will receive, issue, and account for all emergency/special keys to various offices, gates, and perimeter doors/s to IRS occupied/ protected space.

a. A daily report is submitted to the Supervisor, specifying all keys issued and to whom, and is forwarded monthly to the SQI.

b. Contractor will complete Key Usage Accountability Form accurately, where applicable.

4.9 Security and Fire Systems

Performance Objective: The Contractor will monitor the fire alarm enunciator panels and intrusion detection systems and other protection devices or building equipment, responding to all emergency alarms.

a. Report all security and fire systems incidents immediately to the Supervisor and immediately dispatch patrol(s) to investigate the alarm and assess it via CCTV reporting status to guards.

b. Reports are submitted at the end of shift to the Supervisor and forwarded to the SQI by close of business.

4.10 Lost and Found

Performance Objective: When the Contractor receives notification of a found item, the Contractor will make a receipt (GSA Form 1039 and Property Tag, IRS Form 105654) for the item, store, and notify the SQI of the found item(s).

a. The officer will immediately log in the item upon possession.

b. A report is submitted to the Supervisor, by the end of the guard shift, outlining the description of the item and post location.

d. Storage containers and property is accounted for and inventoried on a cyclic basis.

4.11 Flying Flags

Performance Objective: The Contractor will fly the United States flag in locations directed by the SQI (which includes taking the flags down at sunset and putting them up at sunrise). Frayed and worn flags will be reported to the SQI for replacement by the Agency.

a. Flags will be raised and lowered in accordance with the terms of the contract.

b. The guard will immediately report frayed and worn flags to the Supervisor.

c. A report of frayed and worn flags is submitted to the Supervisor by the end of the guard shift.

4.12 Civil Disturbances/Criminal Acts

Performance Objective: The Contractor will perform other security functions, as may be necessary, in the event of situations or occurrences such as civil disturbances or attempts to commit other criminal acts adversely affecting the security and/or safety of the Government, its employees, property, and the general public lawfully in the Government-delegated buildings.

a. Immediately report all disturbances to the Supervisor.

b. A written report will be submitted to the Supervisor of a disturbance or criminal act as soon as it is feasible. Report will include events, locations and any other pertinent information.

4.13 Emergencies

Performance Objective: In case of an emergency situation, the Supervisor has the right to direct the activities of the guard force in order to coordinate the timely response to the emergency. All such direction will be issued through the SQI or their designee. Examples of emergencies include but are not limited to: bomb threats, HAZMAT situations, fire, imminent or the potential for imminent personal danger to Government/IRS employees, visitors, etc.

a. Response - The Supervisor and officers on roving patrol will be used to respond to emergencies before using officers at fixed posts.

b. Notifications - The Supervisor will immediately notify the SQI of action(s) taken during normal business hours, i.e., emergency situations such as HAZMAT reports, fire, injuries, thefts, etc.

c. No additional costs will be charged to the Government for the diversion of staff-power and the Contractor will not be penalized for the normal daily work not performed, which was otherwise scheduled, during the authorized diversion. A record of the diversion, with explanation, will be prepared and forwarded to the SQI the next duty day.

a. Immediately report emergency situations to the Supervisor.

b. Immediately notify the SQI of the situation and action taken.

c. Emergency procedures are followed in accordance with the terms of the contract.

d. Within 2 hours of the emergency, a report is submitted to the Supervisor, who includes a report of diversions with an explanation.

e. Report is accurate, complete, and timely.

4.14 Incident Reports

Performance Objective: The Contractor will prepare all necessary reports concerning accidents, HAZMAT situations, fires, bomb threats, unusual incidents, or unlawful acts for submission to the SQI. Such incidents will be entered in the Officer's Duty Log and an Incident Report will be prepared. All such reports will be recorded on forms furnished by the Government, and will be completed prior to the officer leaving the building. All officers who respond will prepare separate reports providing their knowledge of the incident. The Supervisor will review all reports and prepare a summary of the response to an incident within twenty-four hours.

a. Incident reports are submitted to the Supervisor within two hours of incident.

b. Report is complete, accurate, timely, and in compliance with instructions.

4.15 Training

Performance Objective: The Contractor is responsible for ensuring all contract employees receive and successfully complete all required training prior to starting work on the contract. The training requirements are specified in Exhibits 6, 7, 9 and 11.

a. Training is conducted timely.

b. Training Schedule and Plan is in accordance with contract requirements, The Training Schedule and Plan [Exhibit 11] will be prepared by the Contractor and submitted to the SQI per the contract for approval and coordination. The Government reserves the right to modify and/or revise the Training Schedule and Plan, as deemed necessary, for the integration and scheduling of Government provided training (the Contractor should not submit any additional costs for revisions or amendments, unless such revisions or amendments result in an increase to required training hours or otherwise affect the cost of providing the required training). The Contractor will follow the format of Exhibit 11; Training Schedule and Plan, in preparing and reporting scheduled training.

c. Instructor Qualifications

The Contractor will provide the instructor for all formal (off-site) training. The instructor is to be qualified to instruct or teach the specific subject or topic required. Contractor must be able to provide documentation that the person instructing has the industry qualification.

Such documentation will be current (by date) and will meet the approval of the SQI.

Copies of the instructor's documentation will be submitted to the SQI prior to instruction/training class. A shift supervisor will ensure all on-the-job training is completed at each post location. Documentation of such training will be provided to the

SQI.

d. Lesson Plan and Other Training Materials

Unless otherwise authorized in writing, only Government-developed lesson plans and materials will be used to conduct the requested training.

The SQI will provide one (1) copy of lesson plans to the Contractor within 14 days after the award and prior to performance of the contract. The lesson plans detail the presentation of all of the subjects listed in Exhibits 6, 7 & 11. The Contractor will be responsible for duplicating student handouts and other training materials as necessary to conduct training. References and other instructional materials provided by the SQI will remain the property of the Government.

e. Facilities

The Contractor will ensure that Contractor-presented training is conducted in an environment conducive to the presentation, application, and reception of the lesson objective(s). The Contractor will identify the training facility to be used on Exhibit 11, Training Schedule and Plan. The SQI reserves the right to approve or disapprove scheduled site. In the event of a dispute, the matter will be referred to the CO.

Training presented by the Government will be conducted at a site selected by the SQI.

f. Firearm Instruction and Qualification

The Contractor will provide instruction in the state “Use of Force” requirements/limitations, nomenclature, functions, proper and safe handling and use of the firearm, and will ensure each prospective guard is qualified by the anniversary of their original entry on duty date for this contract with the authorized firearm and ammunition. The criteria and standards set forth in Exhibit 6, Description of Training to be provided by the Contractor, and Exhibit 8, Federal Law Enforcement Training Center Semi-Automatic Pistol Course, will be used. All instructors and qualifying officials are subject to the approval of the SQI. Written certification of each prospective employee's firearm qualification will be submitted to the SQI prior to the employee's entry to duty.

Unless qualified with the authorized 9 mm caliber firearm, a prospective employee cannot perform duties under the terms of this contract. Contract employees will only be allowed two attempts to qualify.

g. Officer Proficiency Examination

Subsequent to the pre-assignment basic firearms training and qualification, but prior to scheduled classroom training, a comprehensive examination will be administered to all officers as a member of a contract security force providing protection for an IRS Facility.

The pre-assignment proficiency examination will be prepared and administered by the Government. The examination will consist of questions involving:

1) Authority and Responsibility of guards,

2) Elements and Functions of Security Systems,

3) Response to Emergencies,

4) Post Orders and Procedures,

5) Access Control,

6) Patrols and Reports,

7) Public Relations,

8) Traffic Control, and

9) Communications

h. Tenured Officer Proficiency Examination

i. Every three (3) years a written examination will be administered and consist of questions pertaining to the subject material identified in item g above. To be eligible to continue work under this contract, a tenured officer must achieve a minimum score of 80%. The SQI will certify scores and administer retest within a 30 day period, when applicable.

j. Follow-up Orientation

The Contractor will provide follow-up orientation for each employee within fourteen calendar (14) days of his or her initial assignment to duty. This orientation may be accomplished while the guards are on duty. The Contractor will certify, in writing, to the SQI as to the completion of follow-up orientation for each guard. The follow-up orientation will include the following exposure(s) and augmenting instruction:

1) Facility organization and operations, (one (1) hour).

2) Policy and specific procedures for responding to emergencies, bomb threats, incendiary devices, disasters, tactical approach to incident scenes and cover and concealment, etc., (one (1) hour).

3) Locations, procedures for, and operation of fire alarms, sprinkler valves, and fire-fighting equipment (one (1) hour).

4) Procedures for the operation of security systems (one (1) hour).

5) Access controls, On-The-Job Training (OJT) assignment(s) to gate(s) and doors

(four (4) hours).

6) Post Orders and operations, (four (4) hours).

7) Local radio, phone, cell phone, or hand and arm communications and techniques.

k. Evaluation of Training

The SQI will evaluate the quality of training provided all contract personnel. Evaluations will include reviews of techniques and methods of instruction, adequacy of classroom and supportive adjunct training materials, and individual guard’s retentiveness.

When deemed appropriate, the CO or the SQI may request that alterations, changes, or modifications are made in the Contractor's training plans, program, schedule, and/or instructor cadre.

K. Make-up Training

When necessary, the Contractor will schedule guards, unable to attend regularly scheduled training, to make-up training sessions. The Contractor will submit a monthly report to the SQI on all training conducted. Report is accurate, complete, and timely.

EXHIBIT 3