(RFP) - Terminal Operator Services for the Statewide Fingerprint ...
(RFP) - Terminal Operator Services for the Statewide Fingerprint ...
(RFP) - Terminal Operator Services for the Statewide Fingerprint ...
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<strong>RFP</strong> APPENDIX B, STATEMENT OF WORK (SOW)<br />
[CONTRACT ATTACHMENT A, SOW]<br />
STATEWIDE FINGERPRINT IMAGING SYSTEM (SFIS) TERMINAL OPERATOR SERVICE<br />
2.8.1.1 In <strong>the</strong> event that a terminal operator must leave<br />
during <strong>the</strong> workday, backup staff must be<br />
furnished within two (2) hours of <strong>the</strong> terminal<br />
operator's absence, with <strong>the</strong> backup staff<br />
completing <strong>the</strong> remaining workload <strong>for</strong> <strong>the</strong> day.<br />
2.8.2 Contractor shall notify <strong>the</strong> absent terminal operator's DOCC or<br />
designated supervisor of <strong>the</strong> absence and of <strong>the</strong> backup staff's<br />
reporting time. The backup terminal operator shall report to <strong>the</strong><br />
work site within two (2) hours of <strong>the</strong> absent terminal operator’s<br />
reporting time.<br />
2.9 UNACCEPTABLE STAFF REPLACED<br />
County shall have <strong>the</strong> right, at its sole discretion, to require <strong>the</strong> Contractor<br />
to remove any employee from <strong>the</strong> per<strong>for</strong>mance of services under this<br />
Contract <strong>for</strong> unsatisfactory per<strong>for</strong>mance or any job-related cause. At <strong>the</strong><br />
request of <strong>the</strong> County, <strong>the</strong> Contractor shall immediately replace said<br />
personnel, by <strong>the</strong> beginning of <strong>the</strong> work shift of <strong>the</strong> second business day<br />
following <strong>the</strong> request.<br />
3.0 QUALITY CONTROL<br />
The Contractor shall establish and utilize a comprehensive Quality Control Plan to<br />
assure <strong>the</strong> County a consistently high level of service throughout <strong>the</strong> term of <strong>the</strong><br />
Contract. The Plan shall be submitted to <strong>the</strong> County Contract Program Monitor <strong>for</strong><br />
review, within ten (10) business days of written request by CCA. The Plan shall<br />
include, but may not be limited to <strong>the</strong> following:<br />
3.1 Method <strong>for</strong> assuring that staff rendering service under <strong>the</strong> Contract has<br />
<strong>the</strong> necessary qualifications.<br />
3.2 Method <strong>for</strong> identifying and preventing deficiencies in <strong>the</strong> quality of service<br />
be<strong>for</strong>e <strong>the</strong> level of per<strong>for</strong>mance becomes unacceptable.<br />
3.3 Method <strong>for</strong> ensuring Contractor employees who work overtime are strictly<br />
per<strong>for</strong>ming SFIS-related duties, as limited in this SOW, Subsection 2.3,<br />
“O<strong>the</strong>r Office Functions”.<br />
3.4 A record of all inspections conducted by <strong>the</strong> Contractor, <strong>the</strong> corrective<br />
action taken, <strong>the</strong> time a problem is first identified, a clear description of <strong>the</strong><br />
problem, and <strong>the</strong> time elapsed between identification and completed<br />
corrective action, shall be provided to County upon request.<br />
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