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The Beckley VA Medical Center is conducting this Sources Sought to identify contractors who possess capabilities to provide the services described in the Statement of Work below.
As permitted by the FAR Part 10, this is a market research tool being utilized for the informational and planning purposes. Your responses will assist the Government in the development of its acquisition strategy.
Response is strictly voluntary it is not mandatory to submit a response to this notice to participate in formal RFQ process that may take place in the future. However, it should be noted that information gathered through this notice may significantly influence our acquisition strategy. All interested parties will be required to respond separately to any solicitation posted as a result of this sources sought notice.
Respondents will not be notified of the results of the evaluation. We appreciate your interest and thank you in advance for responding to the sources sought.
This service will be implemented using the North American Industry Classification System (NAICS) Code 485999.
If a small business is interested in this procurement, they must provide at least 51 percent of the services rendered.
NOTES
All Capability Statements/Responses to this Sources Sought Notice shall be submitted via email only to tracy.dotson@va.gov. Telephone, Fax, or any other form of communication inquiries will not be reviewed or accepted. Responses to this Sources Sought Notice must be received no later than August 16, 2023 at 3:00 p.m. (Eastern Standard Time). This Sources Sought Notice may or may not assist the VA in determining sources only. A solicitation is not currently available. If a solicitation is issued, it may or may not be announced at a later date, and all interested parties shall respond to that solicitation announcement separately from the responses to this Sources Sought Notice.

DISCLAIMER
This RFI is issued for information and planning purposes only and does not constitute a solicitation. All information received in response to this RFI that is marked a proprietary will be handled accordingly in accordance with (IAW) Federal Acquisition Regulation (FAR) 15.201(e), RFIs may be used when the Government does not presently intend to award a contract, but wants to obtain price, delivery, other market information, or capabilities for planning purposes. Responses to these notices are not offers and cannot be accepted by the Government to form a binding contract. Responders are solely responsible for all expenses incurred associated with responding to this RFI.

INTERESTED & CAPABLE RESPONSES:
NCO 5 is seeking responses from businesses that are interested in this procurement and consider themselves to have the resources, rights, and capabilities necessary to provide these services. Please respond with your:
Business name (including Unique Entity ID (SAM.gov), business type, socio-economic status (e.g., Veteran-Owned, Woman-Owned, Disadvantaged Small Business, 8(a), etc.), person of contact (including telephone number & email address).
Capability statement
GSA Contract number, if applicable, to include NAICS
Brief summary of categories of professional services that your company can provide.
Applicable Certification(s)/Licenses
STATEMENT OF WORK
GENERAL INFORMATION
Title of Project: Beckley VA Medical Center Valet & Shuttle Parking Services
General Scope of Work: The Beckley VA Medical Center (BECVAMC) is seeking the services of a Contractor to provide valet and shuttle operations at the facility located at 200 Veterans Ave, Beckley, West Virginia, 25801. The facility recognizes the need to continue to assist and accommodate Veterans, family members, and visitors by providing valet and shuttle operations while they are receiving care, picking up prescriptions or medical supplies, and visiting a patient. The Contractor shall furnish and provide appropriate labor, supervision, materials, equipment, and supplies to provide professional valet and shuttle operations. The Contractor will provide the following:
Adequate experienced, fully trained, and professional valet and shuttle service attendants/employees to park vehicles and shuttle patients for the hours of operation specified along with on-site management to handle customer concerns and parking incidents. The Contractor is responsible for all recruiting, hiring, training, and management of valet employees.
Operations for parking approximately 30-60 vehicles per day and shuttling 10-20 patients per day to building 8 and building 14/15 at the main campus.
Locking key cabinet(s), safety cones, signs, roadblocks, and other supplies and materials and/or miscellaneous items necessary to operate and manage valet operations. All signs shall be at least 30 X 30 . Hand-written signs are not allowed.
Contractor will provide and install a minimum of two NO TIPPING signs (minimum of 30 X 30 ). The No Tipping policy shall be strictly enforced. Valet employees and all other parking staff shall be restricted form accepting tips of any kind.
Contractor will provide and install a minimum of two Insurance Liability signs (minimum of 30 X 30 ) for vehicle damage claims.
Contractor will provide and install all other necessary Traffic Signage needed to facilitate Valet Parking.
Professional valet booths/shelters, if desired, will be provided at the expense of the Contractor, to include connecting to a power source with the approval of the COR. The contractor shall provide a description, pictures, and site proposal to the COR of any proposed temporary buildings.
Providing on-call shuttle services from the valet greeting area to the mental health outbuildings and return services as needed.
Providing professional services that ensures all qualifying Veterans have access to care through convenient, safe, and reliable transportation.
Provide a VA approved phone service for the shuttle staff to communicate with the main facility, building 8/8A, and building 14/15 while conducting the normal duties of shuttle service.
The Beckley VAMC will provide a telephone at the Valet Parking Booth for the Contractor to be able to communicate with the Beckley VAMC staff.
Acronyms. The following acronyms are used throughout the statement of work:
CO- Contracting Officer
COR- Contracting Officer s Representative
BECVAMC- Beckley Veterans Affairs Medical Center
VAPD- Beckley VAMC Police Service
PERIOD OF PERFORMANCE
The contract period will be a base + 4 option periods contract.
SITE INSPECTION.
A site inspection/walk-through for all interested Contractors can be scheduled by the Contracting Officer for any interested contractors. All interested Contractors are encouraged to attend the site inspection and walk-thru of the BECVAMC campus and facilities. ONLY one walk-through for this solicitation shall be conducted. The intent of the site inspection is to give all interested Contractors an opportunity to get familiar with the site.
Contractors shall be responsible for all costs and travel expenses associated with the site inspection visit. While not mandatory, failure to attend the site inspection walk-thru shall not release the Contractor from complying with the terms, conditions, specifications, and requirements of the resulting contract.
POST AWARD PERFORMANCE CONFERENCE
CO may schedule a post award performance conference with the Contractor, if deemed necessary, for contract orientation purposes.
Contractor shall have 45 calendar days, after notification of contract award, to implement their proposed valet operations plan and perform day-to-day operations.
DESIGNATED VALET PARKING LOT(S).
Beckley, VAMC has designated a sequestered section of approximately 28 parking spaces in the main parking lot to be used for valet parking. The valet parking lot is approximately 290 feet east of the drop off point.
Contractor shall not make any alterations to parking lots. If parking lot alterations are desired, the Contractor shall notify the CO and/or COR in writing with the recommended changes. If the recommended changes are approved, the Contractor shall be notified in writing by the CO.
Contractor shall have control of vehicles parked in the designated parking area(s) in the context of maximizing the space available and facilitating a smooth operation. The Contractor shall be responsible for parking control and monitoring the designated parking lot(s) assigned for valet operations. The VAPD will always maintain overall authority over all vehicles and parking at the facility.
Valet parking personnel are permitted to park their own vehicles in the approved valet parking lot(s).
SHUTTLE SERVICE
The contractor shall have control of the shuttle service vehicle. The vehicle/cart requirements include:
High torque motor/controller upgrade-maximum torque motor paired with high AMP controller customized for extreme inclines (20%-50% grade).
Battery and fuel indicator
120-volt battery charger (for electric vehicles)
Headlights
Taillights
Brake lights
Turning signals
Horn
Reverse beeper
Speedometer
3-point seat belts
Enclosed vehicle to protect passengers from wind and inclement weather
Contractor shall provide shuttle services via a small car or van from building 1 to buildings 14/15 and 8 and back to building 1 or their vehicle.
Contractor shall be responsible for securing the vehicle, vehicle registration, insurance, taxes, tires, and all vehicle maintenance on any shuttle vehicles.
ORDERING ACTIVITY AND CHANGES TO CONTRACT
CO will forward the Delegation of Authority letter(s) to the using service and Contractor after the agreement has been signed, identifying the individual(s) as the COR(s). No service shall be provided without approval of the COR acting within the limits of their authority.
Contractor shall not accept any instructions issued by any other person(s) other than the CO and/or their delegated representative(s) acting within the limits of their authority.
Contractor shall perform only services specified herein. Before performing any service of a non-contractual nature, the Contractor shall advise the COR of the reason(s) for the additional work and/or service. Changes to the resulting contract shall not be authorized and reimbursement shall not be made for any work or service performed outside the scope of this contract unless prior authorization is obtained in writing from the CO.
CONTRACTOR RESPONSIBILITIES
Valet & Shuttle Operations:
Contractor shall provide professional, consistent, responsive, secure, and efficient valet and shuttle employees for valet and shuttle services.
Valet and shuttle employees shall be responsible for greeting and receiving customers, providing valet claim tickets, securing keys, parking, delivering, and directing valet vehicles to and from the valet drop off and pick up area. Valet claim tickets shall contain the Contractor s liability disclaimer.
Shuttle employees shall be responsible to provide on-call shuttle services and safe transportation from building 1, building 8/8A and building 14/15.
Provide a VA approved phone service for the shuttle staff to communicate with the main facility and building 8 and building 14/15 while conducting the normal duties of shuttle service.
Valet and shuttle employees shall ensure only authorized persons utilize valet or shuttle services. Beckley VAMC will inform the Contractor of who is authorized to use valet and shuttle services and the method of identifying such individuals. Such identification may include asking persons for an appointment letter, VA patient identification card, clinic, healthcare service or patient to be visited and estimated time of departure.
Valet and shuttle employees shall be responsible for screening out vendors and employees from inappropriately using valet or shuttle services. All vehicles parked by valet employees shall be locked and secured. Customers keys shall be secured by valet employees.
Valet and shuttle employees shall be responsible for directing vehicles not wishing to participant in valet operations to other designated parking locations.
Valet and shuttle employees shall direct patients driving buses or large motor vehicles to self-park their vehicles in parking areas designated by VAPD. The Contractor shall not be required to park these vehicles. If necessary, the Contractor shall immediately notify VAPD for enforcement.
Contractor shall employ on-site management to supervise employees at all times during valet and shuttle operations. On-site management shall be fully trained and equipped to handle customers concerns and any parking incidents. Duties of the on-site management shall also include, but not limited to, customer relations, training, improving all valet operations, and coordinating all work and additional services with the COR.
Contractor shall coordinate with the COR to designate drop off and pick up area(s) near the main entrance for loading and unloading of handicapped patients so as not to interfere with normal valet and shuttle operations. Patients with handicap placards or license plates on their vehicles shall be given the option of self-parking or using valet services.
Contractor shall not install any signs, buildings, or equipment without the prior approval or written consent from the COR.
Valet and shuttle employees shall not use cell phones while parking vehicles or transporting Veterans, family members, or visitors.
The Beckley VAMC is a tobacco, vape, and smokefree campus. Valet and shuttle employees are not permitted to smoke, vape, or use smokeless tobacco while providing valet or shuttle services. Valet and shuttle employees are only permitted to smoke, vape, or use smokeless tobacco in designated off campus smoking areas.
Valet and shuttle employees shall not block roadways, parking lots, or re-route traffic without prior approval by the COR.
Valet and shuttle employees shall respond to alerts or emergencies, by aiding injured or stranded persons in emergency situations, and/or notifying VAPD. During emergency situations, it may be required to move any vehicles from the valet operations area.
Valet and shuttle employees shall drive slowly and be responsible for obeying all applicable speed limit regulations on Beckley VAMC property. Drivers shall drive cautiously, paying attention to pedestrian traffic.
Patient Assistance
Valet and shuttle employees shall assist customers with getting in and out of their vehicles as well as assist with removal of wheelchairs, walkers, carts, and/or personal medical equipment from vehicles if requested. The Contractor shall provide minimal assistance and SHALL NOT be required to lift or move patients in/out of their vehicles.
Valet and shuttle service attendants will coordinate with VA Voluntary Escort Service to facilitate patient transportation from the valet/shuttle service drop off area and pick up area to medical appointments and back to the valet/shuttle service area. Should the VA Voluntary Escort Service department be unavailable the valet and shuttle service attendants will contact the Administrative Officer of the Day (AOD) who shall determine who/which department to contact to facilitate patient transportation into the facility.
Valet and shuttle employees shall deliver Government-provided wheelchairs as needed.
Valet and shuttle customers shall always be treated courteously and with respect.
Training, Licensure, Qualifications
Contractor shall provide bonded, fully trained, experienced valet and shuttle service employees who are a U.S. citizen, possess a valid U.S. driver s license, and be fluent in the English language. Employees shall be at least 18 years of age, have no significant or pending criminal charges, and be able to perform all general duties, functions, and activities as required. Employees shall also excel in the proper operation of all types of vehicles and demonstrate a commitment to the highest level of respect, courtesy, compassion, and safety.
Contractor shall conduct at their own expense, background screening of all valet and shuttle service employees providing services under this contract, in accordance with VHA Directive 0710. Any employee whose background investigation yields unfavorable results shall be removed immediately from performance under this contract.
Contractor shall furnish, at its own expense, to the COR, evidence of qualifications and competency assessment of all employees. Such evidence shall include but not limited to copies of drivers licenses, DMV printouts, and copies of security background checks.
Contractor shall provide valet and shuttle employees with a training program to include:
Safe driver training
Facility orientation to include giving basic directions for destinations in the hospital
Patient privacy
Safety and security
Emergency procedures
Accidents/injuries
Use of any personal protective equipment necessary for valet operations in a health care environment
Effective communication with Veterans, Staff, and Visitors
Customer service skills, to include, but not limited to, importance of a positive attitude, verbal communication methods that are courteous and informative, non-verbal communication, personal appearance, face-to-face contact, voice volume and tone, self-evaluation, prevention of violence in the workplace
Contractor shall maintain documentation certifying that all valet and shuttle employees have completed the training program. If deemed necessary by the Government, additional training shall be coordinated through the COR.
Uniforms and Appearance:
Contractor shall provide professional looking uniforms for valet and shuttle employees performing under this contract. Uniforms must be consistent in style and color and shall be worn at all times. Uniforms will consist of two toned blue/black colored high visibility polo shirt and khaki slacks. Uniforms shall include the identification of the Contractor by company name and employee name. Any changes in the preapproved uniform must be coordinated with the COR.
Valet and shuttle employees shall keep their work area clean and professional, and always appear ready to render service, even when no customers are present.
Contractor Submittals and Insurance Requirements
Contractor shall provide to the CO, proof of compliance with Federal and State Workers Compensation and liability insurance. Reference FAR clause 52.228-5 Insurance and Subpart 28.307.2 Liability.
Contractor shall furnish certification from the insurance company indicating adequate coverage and may not be changed or cancelled without guaranteed 30-day notice, prior to contract award. New certifications shall be furnished at least 30 days prior to the expiration date of the current insurance policy.
Contractor shall maintain liability insurance for bodily injury and property damage on all vehicles used in the performance of this contract, in accordance with FAR 28.307.2(c). Proof of compliance will be provided to the CO. Policies covering automobiles operated in the United States shall provide coverage of at least $200,000 per person and $500,000 per occurrence for bodily injury and $20,000 per occurrence for property damage.
Tuberculosis PPD Skin Test
Contractor shall follow the Beckley VAMC policy on purified protein derivative (PPD) skin tests. The current policy states that all Contractor personnel must provide proof of a PPD Skin Test before working on VA grounds and yearly thereafter. Results from the last 3 months shall be accepted. If PPD is positive, the individual MUST provide documentation of the absence of active TB.
Contractor shall be responsible to provide documentation of the PPD skin test prior to assignment. On an annual basis or upon request, the Contractor shall be expected to provide evidence or copy of the results of each valet and shuttle employee performing under this contract.
Contractor shall notify the COR of any changes in individual status with appropriate documentation. In the event of an exposure, it is required the Contractor has a plan to be followed to protect the individual and others. Records shall be maintained as required by CFR 1910.1030
Personnel Policy, Overtime and Holiday Pay
Contractor shall assume full responsibility for the protection of valet and shuttle employees furnishing services under this contract, such as providing Worker s Compensation, professional liability insurance, health examinations and social security payments.
Contractor shall assume responsibility of payment for any leave, including sick leave or vacation time.
Contractor shall be responsible for any overtime and/or holiday pay entitled to valet and shuttle employees performing under this contract and shall not be reimbursed by the Government.
Contractor shall follow all existing local, state, federal employment laws and/or union regulations relevant to fringe benefits and premium pay for their employees. Costs quoted in the solicitation is all-inclusive of all incidental costs including housing, transportation, and premium payments for applicable insurance coverage.
Contractor, valet, and shuttle employees performing under this contract are not considered VA employees for any purpose.
Performance Standards and Quality Assurance
Contractor shall ensure a customer waits no more than five minutes to be received and issued a valet claim ticket, and no more than ten minutes to have their vehicle returned upon rendering of their valet claim ticket. The Contractor shall develop a system to monitor and report timelines of service and shall be made available to the COR upon request.
Contractor shall ensure that a customer waits no more than five minutes to be picked up by the shuttle service, and no more than 10 minutes waiting on a shuttle ride.
Contractor shall be responsible for complying with all appropriate regulations and guidelines of The Joint Commission (TJC), Occupational Safety and Health Administration (OSHA), Department of Transportation, and/or any other pertinent federal, state, and/or local policies relating to the herein mentioned work or valet operations.
Contractor shall always provide adequate on-site management to achieve quality assurance and to handle all customer concerns and parking incidents.
Reports
Contractor shall establish a method to validate the number of vehicles parked per day, and the number of Veteran patients, their family members, and visitors shuttled, and submit a monthly report to the CO and COR within seven calendar days after each month. The report shall summarize the number of vehicles parked based on date and time (sorted by morning or afternoon), and the number of Veteran patients, their family members, and visitors shuttled. The report shall identify the peak hours during the day and how many vehicles were parked during those peak hours, and how many patients were shuttled. The report shall also include any incidents, accidents or special situations with patients, visitors, VA staff, or VA volunteers.
Contractor shall ensure reports are legible and easy to understand. Reports shall be signed by the Contractor.
Claims/Damage
Contractor shall perform all tasks safely to preclude injury, damage or defacement to persons and/or property. The Contractor shall be responsible for the replacement of items or repair damage to vehicles or facilities to previous conditions if the Contractor is determined to be at fault for the damage.
Contractor shall be liable for any claim of damage or missing/stolen property involving customers vehicles while in possession of such.
Contractor shall be liable for all damages incurred to all persons and/or property as a result of negligent operation of customers vehicles while in possession of such.
Contractor shall ensure all claims are directed to and handled by on-site management who shall immediately notify the COR and VAPD. Corrective actions to resolve all claims shall commence immediately. All claims shall be settled within fourteen (14) working days unless extenuating circumstances warrant additional time and is authorized by the CO.
Contractor shall ensure all vehicle accidents or theft claims are immediately reported to VAPD for investigation.
The VA assumes no responsibility for the above claims.
Complaints and Disruptive Behavior
Contractor shall promptly and courteously respond to all complaints within 10 working days, including complaints brought to the Contractor s attention by the CO or COR.
Contractor shall maintain a written record of all complaints, both written and oral showing the identity of the individual, the nature of the complaint, and the Contractor s response.
Contractor shall permit the COR to inspect such records upon request.
Contractor shall provide adequate on-site management to handle disruptive behavior of any valet or shuttle employee performing valet and shuttle operations. The Contractor agrees to permanently remove any valet or shuttle employee from performing work associated with this contract, if at the sole discretion of the VA, the employee poses a health and safety risk to any patient or individual requiring services, or if the COR disapproves of the conduct due to interferences with the business or operation of the Beckley VAMC.
Contractor Point of Contact (POC)
Contractor shall designate one employee as the POC responsible for administrative matters in the performance of services under this contract. The POC shall have full authority to act for the Contractor on all matters relating to the daily performance of this contract. An alternate may be designated, but the Contractor shall notify the CO and COR in writing those times when the alternate shall act as the POC.
Contractor shall provide the names and telephone numbers of the designated POC and alternate POC for the contract as well as on-site management who will work at the Beckley, VAMC.
Contractor shall ensure POC(s) are available by telephone Monday through Friday, between 08:00 and 16:30 EST, excluding National holidays.
NORMAL HOURS OF OPERATION
Hours of Operation are from 07:00 to 16:30 hours, Monday through Friday, excluding Federal Holidays and any other day specifically declared by the President of the United States to be a Federal Holiday. The Contractor shall adjust the level of valet and shuttle employees as necessary to ensure efficient operations. If deemed necessary by the COR, the hours of operation may be periodically adjusted based upon volume and demand.
At the conclusion of valet and shuttle operating hours, the Contractor shall turn over all unclaimed vehicle keys, an inventory log of remaining vehicles with location of each, and associated valet claim tickets to the Administrative Officer of the Day (AOD). Owners of vehicles will pick up their keys at the AOD Desk. The Contractor shall post a minimum of two signs explaining this procedure.
NATIONAL HOLIDAYS
Listed below are the 11 National holidays:
New Year s Day
Martin Luther King, Jr. s Birthday
President s Day
Memorial Day
Juneteenth
Independence Day
Labor Day
Columbus Day
Veterans Day
Thanksgiving Day
Christmas Day
When the holiday falls on a weekend, it will be recognized on either the preceding Friday or the following Monday. Coordination will be made with the COR to determine the appropriate date of observance of Federal Holidays, or any other day specifically declared by the President of the United States.
SPECIFIC EVENTS AND REDUCTION OF SERVICE
The COR will notify the Contractor in advance of any special events which might cause parking issues because of additional patients, patrons, or visitors to the Beckley VAMC.
Contractor shall adjust the number of valet and shuttle employees to accommodate the workload of extra vehicle and patient volume.
In the event of severe weather or other emergencies limiting the operations of the Beckley VAMC, coordination with the COR shall occur prior to reduction of valet and shuttle operations.
Any other event or situation requiring limiting valet and shuttle operations, shall first be coordinated with the COR.
A notice to the Contractor to discontinue or reduce the level of service at the Governments convenience shall not result in any service charge or assessment fee for the disconnection or reduced services.
DRUG/ALCOHOL AND SMOKING POLICY
Contractor shall ensure that all valet and shuttle employees performing under this contract shall be drug and alcohol-free.
Contractor shall conduct, at their own expense random drug and alcohol tests on valet and shuttle employees. Random drug and alcohol tests shall be conducted at least once a year on each valet and shuttle employee performing under this contract.
Contractor shall conduct, at their own expense, directed drug and alcohol tests of valet and shuttle employees when reasons exist to suspect the use of illegal drugs and/or alcohol while performing services under this contract. Reasons for testing include, but are not limited to, impaired judgement, abnormal performance, any accidents, erratic operation of vehicles and endangering the safety of patients, VA employees, and visitors. The COR in conjunction with VAPD will identify any valet or shuttle employees needing testing. If a valet or shuttle employee refuses testing, the Contractor agrees to permanently remove them from performing work associated with this contract.
The Beckley VAMC reserves the right to conduct a drug and alcohol test of valet and shuttle employees at the contractor s expense should a reasonable suspicion exists. Reasons for testing include, but are not limited to impaired judgement, abnormal performance, any accidents, erratic operation of vehicles and endangering the safety of patients, VA employees, and visitors. The COR in conjunction with VAPD will identify any valet or shuttle employees needing testing.
Contractor shall provide evidence or copy of the results of valet or shuttle employee drug and alcohol testing when requested by the COR.
Beckley VAMC is a smoke free facility and campus. No smoking is permitted on Beckley VAMC property.
PERFORMANCE MONITORING PROCEDURES AND CUSTOMER SATISFACTION SURVEYS
The COR may audit the turnaround time or conduct periodic unannounced inspections to assure waiting periods do not exceed the performance requirements. Additionally, the Contractor s ability to manage the traffic flow shall be periodically audited to ensure valet and shuttle operations are provided in a safe and efficient operational manner.
COR will be responsible for monitoring the Contractor s performance. Performance deficiencies or poor performance identified during the term of the contract will be reported to the Contractor.
Contractor shall, upon notification of deficiencies or poor performance, be given a reasonable time to take corrective action. If determined appropriate, the CO or COR will meet with the Contractor to review performance and resolve issues. All deficiencies or poor performance shall be documented and MUST be corrected within the timeframe specified.
Contractor shall notify the CO and the COR when corrections have been made. If appropriate corrections are not made within the timeframe specified, the Government shall have the right to terminate the contract in its entirety.
Beckley VAMC may conduct independent customer satisfaction surveys to evaluate valet and shuttle operations. Participation by Veterans in all surveys will be voluntary. Results of customer satisfaction surveys may be shared with the Contractor, particularly when service improvement is needed.
DENIAL/TERMINATION OF SERVICES
Action to limit, suspend or revoke service contract shall be in accordance with the procedures outlined in VA guidelines or Federal Acquisition Regulations. The Contractor shall be notified by the CO when the necessity becomes apparent to exercise such authority.
CO will provide the Contractor with copies of documentation initiating the revocation process if such action becomes apparent. The Government reserves the right to refuse acceptance of service provided by the Contractor due to poor performance or failure to comply with the requirements specified herein.
Contractor shall coordinate with the COR to resolve complaints concerning unacceptable performance. However, the CO is the final authority on validating complaints. If the Contractor is involved and named in a validated complaint, the Government reserves the right to refuse acceptance of the services of the Contractor.
The CO shall be the final arbitrator on questions of acceptable performance.

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