EXHIBIT_3_Quality_Assurance_Surveillance_Plan_FO.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

Fresno, CA and Ogden UT Campus locations, 24 hours a day, 7 days a week, 365 days a year (24x7x365). This plan provides a basis for the Contracting Officer’s Representative or Security Quality Inspector (SQI), as named by the COR in the POST ORDERS of the contract 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 COR with a proactive way to avoid unacceptable or deficient performance, and provide verifiable input for the required past contract performance evaluations. The SQI will also be responsible for monitoring performance and reporting deficient or unacceptable performance to the COR.

2.0 Performance Standards:

2.1 Frequency: The COR /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. This will be in part accomplished through post inspections and documented.

2.2 Management Responsiveness: The COR 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. The COR will rely in part on the post inspections and other in writing responses provided by the SQI.

3.0 Evaluation Methods: The COR will conduct performance evaluations based on the required performance levels as set forth in the contract. The SQI will provide input to the COR in writing for these performance evaluations.

3.1 Service Level Monitoring: The Contractor will provide sufficient qualified personnel to provide security services for the campuses and facility locations set forth in the SOW/PWS.

Feedback may be sought by the COR/SQI from facility business units and visitors and documented as a method of monitoring service quality.

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

3.3 Visual Inspections: The SQI will conduct routine visual inspections to ensure uniforms are worn properly and make weekly routine checks of the guard posts to ensure contract requirements are met.

3.4 Safety Precautions: The Contractor will provide the COR/ 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. The Contractor will provide control and accountability documentation to the COR / SQI upon request of all firearms, intermediate weapons and ammunitions used in the performance of this contract. The Contractor is solely responsible for the care custody and accountability of all contractor equipment utilized on this contract.

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, COR or SQI(s) 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. All such duty responsibilities will be captured in the orders of the post. SQI(s) will perform inspections and document the findings with the COR to ensure compliance with entrance control procedures and the following performance measures:

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.

d. Utilizes screening equipment and access control systems in accordance with training and post orders.

e. Denies entry to unauthorized persons, detects security breaches and contraband.

f. Meets the standards and conduct requirements of an ASO under this contract.

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 outlined by post orders 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.

e. Utilizes screening equipment and access control systems in accordance with training and post orders.

f. Denies entry to unauthorized persons, detects security breaches and contraband.

g. Meets the standards and conduct requirements of an ASO under this contract.

h. Operates CCTV, IDS and building systems as required.

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.

c. Respond to calls for assistance.

d. Subdue violent offenders, detain individuals.

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 as outlined in the Post Orders. Most Posts do not perform this duty, only Patrol Posts may do so if required by written post orders. The COR or SQI will identify on an “as needed” case by case basis when this duty is required.

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.

d. Report is accurate, complete, and timely.

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.

c. Report is accurate, complete, and timely.

d. Take appropriate action to prevent illegal activities and detain perpetrators as appropriate.

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 Emergency Response / Rendering Aid and assistance

Performance Objective: When the Contractor receives emergency dispatch, requests for aid or assistance, or through officer observation identifies the need for response the officer is required to take action as appropriate. The Contractor Armed Security Officer must immediately respond to emergencies and engage threats, render /provide aid and assistance as appropriate.

a. The officer will immediately take appropriate actions.

b. A report verbally to the Supervisor, and by the end of the guard shift, in writing incident details outlining the description of the incident and actions taken on appropriate report forms.

d. ASO supervisors will report all responses to SQI/COR.

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.

d. Report is accurate, complete, and timely.

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.

c. Report is accurate, complete, and timely.

d. Take appropriate and immediate action to prevent harm to facility occupants and government.

e. Follow all written and verbal directives from proper authority.

4.13 Patrols

Performance Objective: Provide patrols in accordance with contract and Post Orders. Report any security or safety issues encountered and take appropriate action correct. Report any safety and security vulnerabilities and perform work repair requests for such things as lighting outages or security device inoperability. 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 technical guidance of the SQI or COR. 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. Fixed post officer may not respond by leaving their post.

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. Patrol officers will report lighting outages and other security and safety issues.

d. 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. Complete work repair requests for any security or safety issues found

f. All reports are 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 Supervisor Duties

Performance Objective: Contractor Site Supervisors and Watch Commanders will perform daily all required duties of the Key Personnel position they hold in accordance with the contract requirements.

Performance Measures:

a. Daily inspections performed timely

b. Report issues to SQI and COR as required

c. Ensure subordinate training and certifications are current

d. Ensure timely, accurate submissions of onboarding paperwork and background documents

4.16 Alarm Monitoring and Console Operations

Performance Objective: Man fixed posts. Operate security and building systems, respond to alarm activations. Dispatch security forces to calls for assistance. Operate CCTV in accordance with Post Orders. Dispatch as appropriate ASO’s, building maintenance or other personnel as required to incidents and issues observed through CCTV monitoring, or received through communications with others. Keep accurate security log of activities. Make written reports when required.

Performance Measures:

a. Daily activity reports and logs

b. Man posts continuously as required

c. Maintain knowledge of how to properly operate console equipment

d. Maintain knowledge of console operator responsibilities and Orders

4.17 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 will be prepared by the Contractor and submitted to the COR 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).

c. Instructor Qualifications

The Contractor will provide the instructor for all formal training. The instructor is to be qualified to instruct or teach the specific subject or topic required. Contractor must provide documentation to the COR that the person instructing has the industry qualification. The COR must approve instructors.

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

Copies of the instructor's documentation will be submitted to the COR 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

The COR must approve lesson plans as submitted by the contractor. In some cases, and as outlined by contract the government will provide course requirements and/or material.

The COR will provide one (1) copy of course material to the Contractor within 14 days after the award and prior to performance of the contract. 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 COR will remain the property of the Government. The contractor is responsible for providing all training and instruction except for those subject matters specifically stated by contract to be provided by the government. Annual government security briefings will be provided by the contractor to each employee using course material provided by the government for that purpose. Completion of training certifications will be submitted timely by the contractor.

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 and notify both the COR and SQI. The COR 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 COR.

f. Firearm Instruction and Qualification

The Contractor will provide instruction in the “Use of Force” requirements/limitations.

Firearm instruction will include nomenclature, functions, proper and safe handling and use of the firearm, and will ensure each prospective Armed Security Officer (ASO) is qualified by the anniversary of their original entry on duty date for this contract with the authorized firearm and ammunition. Firearm and training requirement set forth by contract will be followed with strict adherence to the requirements. The Federal Law Enforcement Training Center (FLETC) Semi-Automatic Pistol Course will be used for all pistol qualifications. All instructors and qualifying officials are subject to the approval of the COR. Qualifications scores will be recorded on a form provided by the government and must be carried by the ASO at all times while on duty. Firearm qualifications will be in performed in accordance with contract requirements.

g. Officer Proficiency Examination

Subsequent to the pre-assignment basic firearms training and qualification, a comprehensive written examination will be administered to all officers prior to standing a post. The written examination will be prepared and administered by the Government.

The contractor will also develop and provide questions as outlined by contract. To be eligible to work under this contract, an officer must achieve a minimum score of 80%.

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

10) Contract Company requirements

h. 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.

i. Evaluation of Training

The COR will evaluate the quality of training provided all contract personnel based in part from input and observations submitted by the SQI. 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 COR 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 COR on all training conducted. Report is accurate, complete, and timely.