Inactive Service-Disabled Veteran-Owned Small Business (SDVOSB) Set-Aside (FAR 19.14)

PERFORMANCE WORK STATEMENT (PWS) House Keeping Services for Fisher House Hershel Woody Williams VAMC SCOPE: Establish a 5 Year Contract (Base + 4 Option Years) to provide Housekeeping services for the... PERFORMANCE WORK STATEMENT (PWS) House Keeping Services for Fisher House Hershel Woody Williams VAMC SCOPE: Establish a 5 Year Contract (Base + 4 Option Years) to provide Housekeeping services for the Hershel Woody Williams VAMC Fisher House. The Fisher House is located at 1540 Spring Valley Drive, Huntington, WV 25704. This will be an Indefinite Delivery Indefinite Quantity Contract (IDIQ) to allow for Housekeeping coverage during non-scheduled hours when emergency s arise and a Housekeeper is needed. Period of Performance: Base Year: 1 Oct 2020 30 Sep 2021 Option Year 1: 1 Oct 2021 30 Sep 2022 Option Year 2: 1 Oct 2022 30 Sep 2023 Option Year 3: 1 Oct 2023 30 Sep 2024 Option Year 4: 1 Oct 2024 30 Sep 2025 NOTE: When placing bids, please keep in mind that the Fisher House will be operated in the same manner as a high end Hotel. The contractor shall provide Housekeeping services as well as all supervision, labor, equipment, material, supplies and other items required to provide this service at the Fisher House in a manner that will maintain a satisfactory facility condition and shall ensure that all employees present a clean, neat and professional appearance, as determined by the Contracting Officer Representative (COR). The Fisher House (see attached drawing) consists of 16 private bedroom/bathroom suites, common areas that include a kitchen, powder room (common area bathroom), living room, family room, dining room and laundry room, and is approximately 14,500 square feet. (1st Floor = 8,414 Sq Ft and 2nd Floor = 4,698 Sq Ft with 1,388 Sq Ft of covered porch) First Floor Flooring consists of all Ceramic Tile floors in hallways and Common areas with Carpet in the private bedrooms. Common area kitchen, family room, living room, dining room, laundry room and downstairs hallways are all ceramic tile with grout seams. The Second Floor Flooring consists of Wood Floors in the Hallways, Carpet in the Bedrooms and Ceramic Tile in the Bathrooms. (see attached schedule of finishes for more detail) The 2 Fire Stair Cases are bare. Downstairs hallways have runners. Kitchen and laundry room counters are quartz and all bathrooms are granite. Service shall include all common areas, guest rooms, offices, storage rooms, front and rear porches and patio. Cleaning shall be performed at established frequencies (included in this statement of work in paragraph J) and after each guest departure. NOTE: Fisher House guests are responsible for cleaning their own bedrooms and bathrooms during their stay, and therefore occupied guest rooms will only require cleaning by the contractor once per week to refresh the room and each time a guest checks out of the Fisher House. The contractor shall be responsible for collecting all linens to be sent out for cleaning, which shall include bath towels, washcloths, hand towels, shower curtains, sheets, pillowcases, duvet covers, pillow shams, blankets, comforters, mattress pads, pillows and kitchen towels. The Contractor shall provide all the necessary supplies needed to perform the terms of the contract to include all cleaning supplies, equipment, transportation, and chemicals. In addition, the contractor will be responsible for providing stock supplies for the Fisher House as listed below. This is not a comprehensive list and the Vendor is required to provide any needed cleaning chemical or supply needed to meet the requirements of this Performance Work Statement. Cleaning Supplies Cleaning Chemicals Cleaning Equipment Floor Wax Window Cleaner Spot Remover Typical work shall include, but not be limited to vacuuming, mopping, bathroom cleaning, kitchen cleaning, window cleaning, dusting, changing light bulbs, etc. (see frequency chart below). Each worker providing services shall be required to log in and out at the Fisher House for the beginning and end of their scheduled shifts, provide date and time, respectively, in a log provided by VAMC. The contractor shall perform these services in accordance with the Occupational Safety and Health Administration (OSHA) and the American National Standards Institute (ANSI) safety guidelines. Any storage area will be maintained in a neat, clean and orderly manner. GENERAL REQUIREMENTS: All work shall be performed by skilled and trained personnel who are able to read, write, speak and understand English. Service shall be required seven (7) days a week. The contractor shall provide a minimum of two (2) Housekeepers each day, Monday - Friday in staggered shifts and 1 Housekeeper on Saturdays and Sundays. Monday through Friday, 1 Housekeeper from 8:00am - 4:30pm Monday through Friday, 1 Housekeeper from 12:00pm-8:30pm. Saturday and Sunday, 1 Housekeeper from 8:00am to 4:30pm. NOTE: Housekeeping Service must be available during non-scheduled hours / on call to address emergency issues that might arise. Billing for these on call services can be added to the normal monthly Invoice. Contract Manager: The contractor shall provide a contract manager who shall be responsible for the performance of the contract. The contract manager shall have full authority to act on behalf of the contractor on all contract matters relating to the daily operation of this contract. The contract manager shall be able to read, write, speak, and understand English. The contract manager or alternate(s) shall be available during normal business hours and be able to meet, either in-person or telephonically, with VA personnel designated by the Contracting Officer within 24 hours to discuss deficiencies. Contractor Employees: Contractor personnel shall present a neat appearance and be easily recognized as contract employees. This may be accomplished by wearing distinctive clothing provided by the Vendor, or by clothing bearing the company name and/or by wearing appropriate badges that prominently display the contractor s company name and the employee s name. Jeans, shorts and sandals are not considered appropriate or safe attire for this setting. All Contractor Employees must display their government issued security (PIV) Badge at all times. The contractor shall not employ persons for work on this contract if such an employee is identified to the contractor by VA Police or Contracting Officer as a potential threat to the health, safety, security, general well-being, or mission of the medical center and the VA. The contactor shall not employ any person who is presently an employee of the U.S. Government when and if the employment of that person would create either a conflict of interest or the perception of such a conflict. The contractor shall be fully responsible for any repairs and all damage to VA property, which results from the activities, negligence, or carelessness of its employees or subcontractors. All damages shall be immediately brought to the attention of the COR by the end of the workday of occurrences. If damage is not discovered on the day the work is performed, it shall be repaired within 72 hours of notification of the contractor by the VA. In cases of disputes between the COR and the contractor, the contractor shall notify the Contracting Officer, in writing as soon as possible, to avoid any delay in conflict resolution. If the Contracting Officer is not notified in writing within thirty (30) days of the date of the incident, the incident shall be considered to have been resolved to the satisfaction of the contractor. MORNING CHECK-IN: Contractor employees shall report to the Fisher House Manager or designee at the beginning of each workday to coordinate the areas to be completed that day. When the manager or designee is unavailable, the work details will be provided in writing. Contractor employees will report their absences directly to the contractor who will then be required to notify the Fisher House Manager or available staff. The contractor will be required to provide back-up staffing. Log in/out is required when entering or leaving the building. Normal Duty Hours: Work required in the performance of the contract shall be performed during the hours of 8:00am to 8:30pm, Monday through Friday, and Saturday-Sunday 8:00 am to 4:30pm, including Federal Holidays. Non-Normal Duty Hours: Non-normal duty hours are defined as any other hours outside of those defined above. The Following Federal legal holidays are observed by this facility: Any holidays falling on Saturday will be observed on the preceding Friday; holidays falling on Sunday will be observed on the following Monday. New Year s Day 1 January Martin Luther King s birthday 3rd Monday in January President s Day 3rd Monday in February Memorial Day Last Monday in May Independence Day 4 August Labor Day 1st Monday in September Columbus Day 2nd Monday in October Veteran s Day 11 November Thanksgiving Day 4th Thursday in November Christmas Day 25 December NOT MEETING PERFORMANCE EXPECTATIONS Exceeding the maximum number of performance threshold violations for the performance objectives listed in the Service Summary (SS) in any one-month period shall result in a warning, letter of concern, or other administrative action necessary from the Contracting Officer. Additional remedies are available to the government to include Termination of the Contract. TRAINING AND RECORDS MAINTENANCE: Orientation and initial training of all personnel shall be accomplished within the first fourteen (14) days of employment with written documentation furnished to the COR. All training shall be documented, and written copies of signed attendance sheet provided to COR within ten (10) days of completion of training. DOCUMENTATION OF SERVICES PERFORMED: Contractor shall maintain documented log of all listed actions to include the date, time and frequency of each of the following actions. This log shall be easily available to the COR when needed to review and maintain proper record keeping. Carpet & Tile maintenance-spot cleaning and shampooing Deep cleaning of restrooms Wall washing Stripping and refinishing of floors Upholstery cleaning REQUIREMENTS FOR SPECIFIC TASKS/SERVICE SUMMARY: All Floors: All floors, except carpeted areas, shall be swept, dust mopped, damp mopped, wet mopped, dry buffed, and spray buffed to ensure they have a uniform, glossy appearance and are free from dirt, debris, dust, scuff marks, stains and discoloration, and other foreign matter. Baseboards, corners and wall/floor edges shall also be clean. All floor maintenance solutions shall be removed from baseboards, furniture, trash receptacles, etc. Chairs, trash receptacles and other moveable items (including long curtains- to avoid soiling on bottom of curtains) shall be moved to maintain floors underneath these items. All moved items shall be returned to their original and proper position. Trash Removal: All trash containers shall be emptied and returned to their initial location. Boxes, cans and papers placed near a trash receptacle and marked Trash shall be removed. All liners should be replaced each time trash is removed. The trash shall be deposited in the nearest outside trash collection container. Trash receptacles shall be left clean, free of foreign matter, and free of odors. The contractor is responsible for providing and stocking all required trash receptacle bags with durable products and appropriate size for container. Clean Interior & Exterior Door Glass/Mirrors: Clean all interior and exterior glass, including glass in doors, partitions, walls, display cases, etc. After glass cleaning, there shall be no traces of film, dirt, smudges, water or other foreign matter. Clean Stairways: All floor surfaces shall be cleaned as appropriate for floor type. Dust, grease and grime shall be removed from stair guards, handrails and baseboards. Contractor shall remove all marks, dirt, smudges, scuffs, and other foreign matter from adjoining stairwell walls to provide or maintain a clean, uniform appearance. Vacuum Carpets/Area Rugs: Vacuum carpeted areas. After vacuuming, the carpeted area shall be free of all visible dirt, debris, litter and other foreign matter. Any spots shall be removed by carpet manufacturer s approved methods as soon as noticed. All tears, burns, and raveling shall be brought to the attention of the government representative. Area and throw rugs (if any) are also included under this section. Clean Carpets/Area Rugs: Spot clean or shampoo dirty carpets. Spots must be removed immediately. Vacuum and Clean Floor Mats: Vacuum and clean interior and exterior floor mats. After vacuuming or cleaning, mats shall be free of all visible lint, litter, soil and other foreign matter. Soil and moisture underneath mats shall be removed, and mats returned to their normal location. General Spot Cleaning: Perform spot cleaning on a continual basis. Spot cleaning includes, but is not limited to removing or cleaning smudges, fingerprints, marks, streaks, spills, etc., from washable surfaces of all walls, partitions, vents, grillwork, doors, door guards, door handles, push bars, kick plates, light switches, upholstered furniture (per manufacturer guidelines), temperature controls and fixtures. After spot cleaning, the surfaces shall have a clean, uniform appearance, free of streaks, spots, and other evidence of soil. General Dusting: All horizontal surfaces must be dusted or cleaned to eliminate dust collection. Basic Restroom Cleaning: The contractor shall accomplish all cleaning tasks to meet the requirements of this Statement of work and the Service Delivery Summary (SDS). Sweep and Mop Floor: After sweeping and mopping, the entire floor surface, including grout, shall be free from litter, dirt, dust and debris. Grout on wall and floor tiles shall be free of dirt, scum, mildew, residue, etc. Floors shall have a uniform appearance without streaks, swirl marks, detergent residue, or any evidence of soil, stain, film or standing water. Moveable items shall be tilted or moved to sweep and damp mop underneath. Floors shall be stripped, scrubbed, waxed, etc. as necessary to maintain sanitary conditions and a clean, uniform appearance. Stock Restroom Supplies: Contractor shall ensure all restrooms are stocked at all times, sufficiently so that supplies including liquid soap for dispensers, toilet tissue, paper towels and hand tissue (facial tissue) do not run out. Supplies shall be stored in designated areas. No overstocking shall be allowed. The contractor shall be responsible for providing all required restroom supplies, i.e. hand soap, paper towels, hand tissue (facial tissue), and toilet tissue, for all restrooms (16 bathrooms (located in bedrooms), office bathroom and powder room guest bathroom. Supplies will be of the quality appropriate to a fine hotel. General Cleaning Supplies: All cleaning supplies and tools necessary to complete required tasks to be supplied by contractor. Contractor should prioritize the use of Green cleaning supplies whenever possible, careful not to compromise disinfecting and cleaning capabilities. A Fisher House is a home not a hospital setting, cleaning supplies that have non-chemical smell (but are high quality for cleanliness) are encouraged. Excluded Supplies: The contractor is not required to supply laundry detergent for the guest laundry machines located in the Fisher House. The contractor is not required to supply dishwasher machine detergent. PERIODIC CLEANING SERVICES: Strip, Scrub, Seal and Wax Floors: Strip, scrub, seal and wax floors as necessary to maintain a uniform glossy appearance. A non-skid wax is required. A uniform glossy appearance is free of scuffmarks, heel marks, wax build-up, and other stains and discolorations. Clean Interior Windows: Clean interior window glass surfaces. After surfaces have been cleaned, all traces of film, dirt, smudges, water and other foreign matter shall be removed from frames, casings, sills and glass. Clean Exterior Windows: Windows are the glass surfaces that are an integral part of the outer wall of the building. Window screens shall be removed, cleaned and replaced as needed. After windows have been cleaned, exterior frames, casings, sills and glass shall be free of all traces of film, dirt, smudges, water and other foreign matter. Clean/Shampoo Carpet/Area Rugs: All carpets shall be cleaned in accordance with standard commercial practices. A heavy-duty spot remover may be required in heavily soiled areas. After shampooing, the carpeted area will be uniform in appearance and free of stains and discoloration. All cleaning solutions shall be removed from baseboards, furniture, trash receptacles, chairs and other similar items. Chairs, trash receptacles, and other items shall be moved to clean carpet underneath and returned to their original location. Furniture cleaning throughout rooms, as needed/requested basis. After a room has been treated for bed bugs, housekeeping staff will thoroughly /terminally clean the room. REQUIREMENTS FOR SPECIFIC TASKS LAUNDRY SERVICE SUMMARY: Linen Laundry: A separate Contract will be awarded to a Linen Contractor to launder the Fisher House Linen. The Fisher House will be supplied with an initial inventory of linens. On an as-needed basis, the Hershel Woody Williams VAMC will replace these linens as needed. The Housekeeping contractor will not be required to replace linens, except in the case where linens are lost and/or damaged through the negligence of the Housekeeping contractor. The contractor shall however inventory the outgoing soiled linens; re-inventory the incoming clean linens and then restock the linen closet with the clean items. NOTE: Fisher House utilizes hotel quality linens (high thread count, satin banding, etc.) vs. hospital quality linens. Housekeeping Staff will remove and re-hang Curtains as needed for Laundry Service. Contaminated Laundry: The contractor shall ensure articles identified as contaminated with potentially infectious material (material soaked in blood, other body fluids, feces, or human tissue) shall be separated from other soiled articles for scouring them before laundering. (The contractor is not required to launder any items, they will only be removing and bagging the linens and placing in the pick-up receptacles). A Linen Contractor will be responsible for providing Laundry Service. Articles identified as contaminated with potentially infectious material shall be collected in such a manner as to prevent the spread of microorganisms to the environment, or personnel who may be required to handle such items during transportation, cleaning or scouring in the performance of the contract. The contractor shall ensure double bagging of all soiled potentially contaminated linens to prevent any instance where the outside of a bag used in the carrying of such linen may become contaminated. The linen carts shall protect the linen from spreading microorganisms when soiled and from the environment (rain, dust, contamination) and all lids shall be closed. Before the linen carts (clean or soiled) are moved from; the storage location, linen facility, or mode of transportation, the lid shall be closed to protect the linen. CLEANING FREQUENCY CHART: AREA / ITEM DAILY WEEKLY MONTHLY AS NEEDED KITCHEN (1 each) Appliances wipe down (inside & outside) X X Cabinets wipe down X X Floor wet mop X X Lights - check & contact manager X Refrigerators/Freezers assist manager X Replace Supplies X X Stove/Oven/Dishwasher - clean X X Trash Cans empty, clean & replace liner X X Vents - clean X Baseboards dust/damp clean X Curtains/window coverings (Dusted) X X Curtains/window coverings removed for cleaning and re-hung after cleaning (Cleaned by Laundry Service) X LAUNDRY ROOM (1 each) Appliances wipe down (inside & outside) X X Cabinets wipe down X X Floor wet mop X X Lights check & contact manager X Replace Supplies X X Shelves dust X Trash Cans empty, clean & replace liner X X Walls dust X Washer/Dryer wipe interior & exterior X Vents - clean X Baseboards dust/damp clean X Curtains/window coverings (Dusted) X X Curtains/window coverings removed for cleaning and re-hung after cleaning (Cleaned by Laundry Service) X LIVING ROOM (1 each) Carpet vacuum & shampoo X X Chair Legs polish X Couches/chairs (overstuffed) vacuum & spot clean X X Pictures dust & clean glass & frames X X Silk plants clean X Shutters - dust X Tables dust & polish X X Tile wet mop X X Window sill clean inside X AREA / ITEM DAILY WEEKLY MONTHLY AS NEEDED Windows clean inside X Vents - clean X Baseboards dust/damp clean X Curtains/window coverings (Dusted) X X Curtains/window coverings removed for cleaning and re-hung after cleaning (Cleaned by Laundry Service) X ELEVATOR (1 each) Floor sweep & wet mop X X Lights check & contact manager X Stainless Steel polish X X Doors wipe down X X Walls dust & polish X X STAIRCASE (2 each) Bannister/Railings wipe down X X Carpet vacuum & shampoo X X Stairs damp mop X Walls spot clean X PORCHES & PATIO (5 each) Banisters wipe down/wet wash X X Ceilings/walls/columns remove webs Notify manager for pest control X Ceiling fans damp wipe X X Floors sweep X X Furniture wipe down X X Lights check & contact manager X Walkways sweep X X STORAGE ROOM (3 each) Floor sweep & mop X X Organize supplies X Vents - clean X MANAGER OFFICE (1 each) Bathroom clean/disinfect & restock X X Ceiling Fan damp wipe X Floor wet mop X X Furniture - dust X Shutters - dust X Trash Cans remove & replace liner X X Window/Sill clean inside X Windows clean inside X Vents - clean X Curtains/window coverings (Dusted) X X Curtains/window coverings removed for cleaning and re-hung after cleaning (Cleaned by Laundry Service) X BATHROOM (COMMON) (1 each) Filters clean vent X Floor wet mop X X Floor (deep clean) scrub X Light Bulbs check & exchange X Mirror wipe X X Pipes damp wipe X Sink clean & disinfect X X Supplies replace X X Toilet clean/disinfect X X Trash Cans empty & replace liner X X Trash Cans Disinfect inside/out X X Vanity Lights damp wipe X Vents - clean X Curtains/window coverings (Dusted) X X AREA / ITEM DAILY WEEKLY MONTHLY AS NEEDED Curtains/window coverings removed for cleaning and re-hung after cleaning (Cleaned by Laundry Service) X DINING ROOM (1 each) Baseboards dust/damp clean X Chair Legs dust & polish X Chandeliers - dust X Chairs vacuum & spot clean X X Floor wet mop X X Furniture dust & polish X Pictures dust & clean glass & frames X X Plants - clean X Shutters dust X Tables clean X X Table Legs dust w/ lemon oil X Window sill clean inside X Windows clean inside X Vents - clean X Curtains/window coverings (Dusted) X X Curtains/window coverings removed for cleaning and re-hung after cleaning (Cleaned by Laundry Service) X ENTRY FOYER (1 each) Baseboards dust/damp clean X Bust of Fishers dust X Chandelier clean X Floor wet mop X X Pictures dust/clean glass & frames X X Plants clean X Stairs vacuum X X Stairs dust spindles X Curtains/window coverings (Dusted) X X Curtains/window coverings removed for cleaning and re-hung after cleaning (Cleaned by Laundry Service) X EXTERIOR DOORS (5 each) Glass widows clean & dust interior & exterior Brass kickplates clean & dust interior & exterior X X Brass kickplates polish interior & exterior X X Door handles clean interior & exterior X X FAMILY ROOM (1 each) Baseboards dust/damp clean X Carpet vacuum & spot clean X X Ceiling Fan damp wipe X Floor wet mop X X Furniture dust & polish X X Furniture pull out /dust/vacuum behind X X Chairs (overstuffed) vacuum & spot clean X X Pictures dust & clean glass & frames X X Plants - clean X Windows clean inside X Window Shutters dust & clean X Window sill clean inside X Vents - clean X Curtains/window coverings (Dusted) X X Curtains/window coverings removed for cleaning and re-hung after cleaning (Cleaned by Laundry Service) X HALLS Baseboards dust & damp wipe X Doors clean/polish inside & out X X Mirrors/Tables/lamps dust/clean X X AREA / ITEM DAILY WEEKLY MONTHLY AS NEEDED Pictures dust & clean glass & frames X Plants - clean X Tiled/Wood Floor wet mop X X Curtains/window coverings (Dusted) X X Curtains/window coverings removed for cleaning and re-hung after cleaning (Cleaned by Laundry Service) X AREA / ITEM DAILY WEEKLY AS VACATED MONTHLY AS NEEDED GUEST ROOMS Baseboards dust & damp wipe X X Bed dust/disinfect frame X Bed (underneath) vacuum X Ceiling Fans damp wipe X X Desk & Chair dust & spot clean X Door Frame (inside & out) - dust X Dresser Drawers dust & damp wipe X Furniture vacuum under and behind X Headboard/Footboard dust X Lamp shade dust X Light Bulbs dust/check/exchange X X Linens (bed & bath) change X X Mattress rotate X Mattress Cover & Pad - exchange X X Picture Frames dust & clean X Picture Glass clean X Pillow Covers exchange X Trash Cans Disinfect inside & out X X Trash Cans empty & replace liner X X Telephone disinfect X Television & DVD player - clean w/ damp cloth X Walls spot clean X X Windows wash inside X Window Shutters dust/clean w/ damp cloth X X Window Sills dust X Vents - clean X X Curtains/window coverings (Dusted) X X Curtains/window coverings removed for cleaning and re-hung after cleaning (Cleaned by Laundry Service) X GUEST BATHROOMS Exhaust Fan dust X X Floor wet mop/disinfect X Floor deep clean X Light Bulbs check & exchange X X Mirror wipe X Pipes damp wipe X Shower scrub & disinfect X Shower curtain replace X Sink clean/disinfect X Toilet clean/disinfect X Trash Can disinfect inside & out X Trash Can empty & replace liner X Vanity Lights clean w/damp cloth X Curtains/window coverings (Dusted) X AREA / ITEM DAILY WEEKLY AS VACATED MONTHLY AS NEEDED Curtains/window coverings removed for cleaning and re-hung after cleaning (Cleaned by Laundry Service) X OCCUPIED GUEST ROOM Baseboards dust & damp wipe X X Bed dust/disinfect frame X Bed (underneath) vacuum X Desk & Chair dust & spot clean X Door Frame (inside & out) - dust X Furniture vacuum under and behind X Headboard/Footboard dust X Lamp, shade dust X Light Bulbs dust/check/exchange X X Linens (bed & bath) change X X Mattress rotate X Mattress Cover& Pad - exchange X Picture Frames dust & clean X Picture Glass clean X Pillow Covers exchange X Trash Cans Disinfect inside & out X X Trash Cans empty & replace liner X X Telephone disinfect X Television & DVD player - clean w/ damp cloth X Windows wash inside X Window Shutters dust/clean w/ damp cloth X X Window Sills dust X Vents - clean X Curtains/window coverings (Dusted) X X Curtains/window coverings removed for cleaning and re-hung after cleaning (Cleaned by Laundry Service) X OCCUPIED ROOMS GUEST BATHROOMS Exhaust Fan dust X X Floor wet mop/disinfect X X Floor deep clean X X Light Bulbs check & exchange X X Mirror wipe X X Pipes damp wipe X X Shower scrub & disinfect X X Shower curtain replace X X Sink clean/disinfect X X Toilet clean/disinfect X X Trash Can disinfect inside & out X X Trash Can empty & replace liner X X Vanity Lights clean w/damp cloth X X Curtains/window coverings (Dusted) X X Curtains/window coverings removed for cleaning and re-hung after cleaning (Cleaned by Laundry Service) X UNSERVICEABLE ARTICLES: Unserviceable and non-repairable articles no longer usable for the purpose intended shall be returned by the contractor to the Fisher House Manager. Cleanliness and Finish: Linen storage shelves shall be kept clean, neat and sanitary at all times. The linen carts used for the transportation of cleaned and packaged linen shall protect the packaged linen from environmental contamination, i.e. rain, dust, or other such hazards. Lost/Damaged Items: The contractor shall replace any items lost or damaged due to negligence or poor work performance at no additional expense to the VA. The contractor shall indemnify the VA for any loss or damage to articles furnished for service under the contract. Validation of any claims for loss or damage shall be made by the Contracting Officer Representative (COR) based on factual (documentation) evidence produced by the VA s representatives and/or contractor. METHODS OF SURVEILLANCE: Surveillances: this method requires the COR to inspect the service. Results shall be annotated on the inspection schedule. Any deficiency shall be documented, and the contractor shall re-perform service immediately, if appropriate, or within 24 hours at no increase in contract amount. Any unsatisfactory inspection identified but re-performed acceptably shall still be counted as an unsatisfactory inspection for trending purposes. Receiving two or more unsatisfactory 100% surveillances, within a 12-month period may result in unsatisfactory past performance documentation. Continued receipt of unsatisfactory 100% surveillances during the contract period shall constitute a negative trend and the Contracting Officer may take any appropriate action in accordance with the FAR 52.212-4 (a), Contract Terms and Conditions - Commercial Items, Inspection/Acceptance. Periodic Surveillances: this method requires the COR to employ a spot check style of evaluation based on the contractor s incorporated Cleaning Frequency Schedule (CFS). Periodic surveillances will be conducted and may be adjusted, based on quality trends. The CFS or modified version thereof, shall be used for COR scheduled inspections and results documentation. Any unsatisfactory inspection (defect) result shall be recorded, and the contractor shall re-perform the service within 2 hours after notification. Exceeding the performance threshold for any of these performance objectives shall result in a warning or letter of concern from the Contracting Officer. Customer Complaints: the COR will receive and investigate any complaints regarding contractor s performance under this contract. The COR shall be responsible for initially validating customer complaints. The Contracting Officer shall make final determination of the validity of customer complaint(s) in cases of disagreement with the COR and the contractor. QUALITY ASSURANCE Quality Control: the contractor shall develop and maintain a quality control program, to ensure Housekeeping services are performed in accordance with commonly accepted commercial practices and the requirements provided in this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-performance and continual repeat of defective service does not occur. The plan shall specifically address the contractor s strategy to provide quality workmanship, continual process improvement and for correcting deficiencies as required. The contractor shall submit a written Quality Control Plan as part of their technical offer. Contractor shall provide a contingency plan to replace staffing personnel that cannot perform the assigned job duties and tasks. Provide a detailed description of your company s ability to replace personnel within reasonable time-period as to not affect services to the facility. The contractor is to provide a complete listing of all Key Personnel and a written Contingency Plan with their technical offer. This plan shall specifically address the contractor s ability to replace personnel within a reasonable time. Staffing: The contractor is to notify the COR within 3 calendar days of a contracted Key Personnel who resigns, is released of their duties and or when New Key Personnel is scheduled to be working under this contract. This information shall be delivered in writing by email notification any verbal communication shall be followed up in writing within the time allotted (3days). All proper background checks and other applicable documentation such for new employees shall be provided to the COR and the Contract Specialist within 7 calendar days of contract award and shall maintain up to date documentation for each employee. Service Summary (SS): the contract service requirements are summarized in performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimally acceptable levels of service required for each requirement. The SS and the contractor s Quality Control Plan provide information on contract requirements, the ...