25R5001 - Tech Exhibit 0009 Levels of Service.pdf

Technical Exhibit 0009

Levels of Service

October 2023

# 2.

The Program Manager shall be available after normal duty hours to serve as the central point of contact for Contractor operations.

The Contractor shall provide a central point of contact IAW PWS, para.

2.1.4.1.

Zero Deviation from performance standard

100% daily and verification/confirmation by the COR/ACOR.

Non-conforming services will result in Non- Conforming Reports issued to Contractor and potential negative CPARS report.

#3.

The Contractor shall develop and maintain a Quality Control Plan approved by the KO.

The Contractor shall provide a

QCP IAW PWS,

para, 4.2.

Zero Deviation from performance standard.

Review and acceptance by the by the KO on submission of QCP and each revised QCP.

Non-conforming services will result in Non- Conforming Reports issued and a potential negative CPARS narrative.

# 4.

The Contractor shall remove, from the job site, any employee for reasons of misconduct or security.

Employee conduct complies with 41 U.S.C. 423, Procurement Integrity, IAW PWS para.

2.1.11.1.6.

Zero Deviation from performance standard.

The COR/ACOR will review 100% of Contractor reported occurrences of Contractor employee misconduct, including but not limited to violations of any provision indicated at 41 U.S.C. 423, and/or security violation to ensure the offending employee is removed from the job site.

Non-conforming services will result in Non- Conforming Reports issued to Contractor and potential equitable adjustment by the Contracting Officer.

Required Services

Performance Standard

Acceptable Quality Level

(AQL)

Method of Surveillance

Incentive (Positive and/or Negative)

# 1.

Contractor shall ensure all work accomplished meets all maintenance and repair standards listed in all applicable Federal, State, and local laws, regulations and directives to include, but not limited to applicable publications in Section 7, Related Documents.

The Contractor shall provide services IAW PWS, para. 1.2.

5% Deviation from performance Standard;

% calculated by dividing the number of defects by the number of observations.

Random Sampling and Customer Complaints;

Inspections and complaint validations performed by QA and the COR/ACOR.

Contractor compliance rate shall be utilized as objective evidence of contract compliance and documented into the CPAR System;

Contractor shall re-perform the service.

#5.

Damages caused by Contractor employees shall be repaired at no cost to the Government.

The Contractor shall notify the COR/ACOR and return the damaged area to its previous condition AW PWS, para.

3.1.1.1.

Zero Deviation from performance standard

COR/ACOR will review 100% of damage reports.

Non-conforming services will result in Non- Conforming Reports issued and a potential negative CPARS narrative.

#6.

The Contractor will ensure that the licenses or certificates and training of Contractor personnel are kept current. Copies of these licenses or certifications will be provided to the

COR/ACOR.

The Contractor shall perform IAW PWS, para.

2.3.4.1.

Zero Deviation from performance standard (Risk assessed high risk)

100 Percent Inspection of copies of these licenses or certifications

Non-conforming services will result in Non- Conforming Reports issued and a potential negative CPARS narrative

#7.

Percentage of Non-hazardous solid waste diverted from the waste stream meets annual diversion goal of the DoD Strategic Sustainability Performance Plan 403-

AC-03-03-B

The Contractor shall perform

IAW PWS,

Annex E – 403 Solid Waste Management

10% Deviation from performance Standard;

% calculated by dividing the number of defects by the number of observations.

Random Sampling and Customer Complaints;

Inspections and complaint validations performed by QA and the COR/ACOR.

Contractor compliance rate shall be utilized as objective evidence of contract compliance and documented into the CPAR System;

Contractor shall re-perform the service.

#8.

Percentage of improved grounds maintained IAW Enterprise Municipal Ground Maintenance Performance standards.

Intellicode 404-AC-01- 01-A

The Contractor shall perform

IAW PWS,

Annex F – 404 Grounds Maintenance

10% Deviation from performance Standard;

% calculated by dividing the number of defects by the number of observations.

Random Sampling and Customer Complaints;

Inspections and complaint validations performed by QA and the COR/ACOR.

Contractor compliance rate shall be utilized as objective evidence of contract compliance and documented into the CPAR System;

Contractor shall

#9 Clear snow, sleet, ice, and sand from primary roads, and sidewalks parking lots for critical building access, and ports. Intellicode 408-

AC-03-04-A

The Contractor shall perform

IAW PWS,

Annex G – 408 Pavement Clearance

10% Deviation from performance Standard;

% calculated by dividing the number of defects by the number of observations.

Random Sampling and Customer Complaints;

Inspections and complaint validations performed by QA and the COR/ACOR.

Contractor compliance rate shall be utilized as objective evidence of contract compliance and documented into the CPAR System;

Contractor shall

#10 Secondary pavements made passable within 12 hours of onset of event. Intellicode 408-

AC-06-07-D

The Contractor shall perform

IAW PWS,

Annex G – 408 Pavement Clearance

10% Deviation from performance Standard;

% calculated by dividing the number of defects by the number of observations.

Random Sampling and Customer Complaints;

Inspections and complaint validations performed by QA and the COR/ACOR.

Contractor compliance rate shall be utilized as objective evidence of contract compliance and documented into the CPAR System;

Contractor shall re-perform the service.

#11 Percentage of validated emergency demand work orders completed IAW established completion times.

Intellicode 411-AC-01- 01-A

The Contractor shall perform

IAW PWS,

Annex H – 411 Facilities Maintenance Vertical

5% Deviation from performance Standard;

% calculated by dividing the number of defects by the number of observations.

Random Sampling and Customer Complaints;

Inspections and complaint validations performed by QA and the COR/ACOR.

Contractor compliance rate shall be utilized as objective evidence of contract compliance and documented into the CPAR System;

Contractor shall re-perform the service.

#12 Percentage of validated urgent and routine demand work orders completed IAW established completion times. Intellicode 411-

AC-01-02-B

The Contractor shall perform

IAW PWS,

Annex H – 411 Facilities Maintenance Vertical

5% Deviation from performance Standard;

% calculated by dividing the number of defects by the number of observations.

Random Sampling and Customer Complaints;

Inspections and complaint validations performed by QA and the COR/ACOR.

Contractor compliance rate shall be utilized as objective evidence of contract compliance and documented into the CPAR System;

Contractor shall re-perform the service.

#13 Preventive Maintenance executed compared to required PM. Intellicode

411-AC-02-03-C

The Contractor shall perform

IAW PWS,

Annex H – 411 Facilities Maintenance Vertical

10% Deviation from performance Standard;

% calculated by dividing the number of defects by the number of observations.

Random Sampling and Customer Complaints;

Inspections and complaint validations performed by QA and the COR/ACOR.

Contractor compliance rate shall be utilized as objective evidence of contract compliance and documented into the CPAR System;

Contractor shall

#14 Percentage of emergency DMOs completed within standard IAW established completion times. Intellicode 420-

AC-01-01-A

The Contractor shall perform

IAW PWS,

Annex J – 420 Facilities Maintenance Horizontal

5% Deviation from performance Standard;

% calculated by dividing the number of defects by the number of observations.

Random Sampling and Customer Complaints;

Inspections and complaint validations performed by QA and the COR/ACOR.

Contractor compliance rate shall be utilized as objective evidence of contract compliance and documented into the CPAR System;

Contractor shall re-perform the service.

#15 Percentage of validated urgent and routine demand work orders completed IAW established completion times. Intellicode 420-

AC-01-02-B

The Contractor shall perform

IAW PWS,

Annex J – 420 Facilities Maintenance Horizontal

5% Deviation from performance Standard;

% calculated by dividing the number of defects by the number of observations.

Random Sampling and Customer Complaints;

Inspections and complaint validations performed by QA and the COR/ACOR.

Contractor compliance rate shall be utilized as objective evidence of contract compliance and documented into the CPAR System;

Contractor shall re-perform the service.

#16 Percentage of preventive maintenance executed compared to requuired PM.

Intellicode 420-AC-02- 03-C

The Contractor shall perform

IAW PWS,

Annex J – 420 Facilities Maintenance Horizontal

10% Deviation from performance Standard;

% calculated by dividing the number of defects by the number of observations.

Random Sampling and Customer Complaints;

Inspections and complaint validations performed by QA and the COR/ACOR.

Contractor compliance rate shall be utilized as objective evidence of contract compliance and documented into the CPAR System;

Contractor shall

#17 Percentage of preventive maintenance executed compared to required PM.

The Contractor shall perform

IAW PWS,

Annex K – 420 Heating & Cooling Services

10% Deviation from performance Standard;

% calculated by dividing the number of defects by the number of observations.

Random Sampling and Customer Complaints;

Inspections and complaint validations performed by QA and the COR/ACOR.

Contractor compliance rate shall be utilized as objective evidence of contract compliance and documented into the CPAR System;

Contractor shall re-perform the service.

#18 Percentage of preventive maintenance executed compared to required PM.

The Contractor shall perform

IAW PWS,

Annex L – 420 Wastewater Services

10% Deviation from performance Standard;

% calculated by dividing the number of defects by the number of observations.

Random Sampling and Customer Complaints;

Inspections and complaint validations performed by QA and the COR/ACOR.

Contractor compliance rate shall be utilized as objective evidence of contract compliance and documented into the CPAR System;

Contractor shall re-perform the service.

#19 Percentage of scheduled Indoor Pest Management Services completed. Intellicode

510-AC-04-04-B

The Contractor shall perform

IAW PWS,

Annex M – 510 Pest Management Services

5% Deviation from performance Standard;

% calculated by dividing the number of defects by the number of observations.

Random Sampling and Customer Complaints;

Inspections and complaint validations performed by QA and the COR/ACOR.

Contractor compliance rate shall be utilized as objective evidence of contract compliance and documented into the CPAR System;

Contractor shall re-perform the service.

#20 Percentage of scheduled Outdoor Pest Management Services completed. Intellicode

510-AC-05-05-C

The Contractor shall perform

IAW PWS,

Annex M – 510 Pest Management Services

5% Deviation from performance Standard;

% calculated by dividing the number of defects by the number of observations.

Random Sampling and Customer Complaints;

Inspections and complaint validations performed by QA and the COR/ACOR.

Contractor compliance rate shall be utilized as objective evidence of contract compliance and documented into the CPAR System;

Contractor shall