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B-277238 1 (1997-08-19)

handle is hein.gao/gaocrptagbh0001 and id is 1 raw text is: oComptroller General of the United States Washington, D.C. 20548 Decision Matter of: Beautify Professional Cleaning Service, Inc. File: B-277238 Date: August 19, 1997 Lawrence J. Sklute, Esq., for the protester. Michael Colvin, Department of Health and Human Services, for the agency. Linda S. Lebowitz, Esq., and Michael R. Golden, Esq., Office of the General Counsel, GAO, participated in the preparation of the decision. DIGEST A customer complaint program used by an agency as part of its quality assurance plan as a means for collecting information regarding the contractor's performance is not objectionable where it is the assessment by the government of the contractor's performance, not unvalidated customer complaints, which will determine whether contract deductions are warranted. DECISION Beautify Professional Cleaning Service, Inc. protests the terms of request for proposals (RFP) No. 263-97-P(GG)-0025, issued by the National Institutes of Health, Department of Health and Human Services, for custodial services for a large number of government buildings. We deny the protest. The RFP was issued on April 25, 1997, and contemplated the award of a firm, fixed-price, indefinite delivery/indefinite quantity contract. As relevant to this protest, the RFP's statement of work categorized space in existing and any future buildings into five room groups (public, staff, health, support, and exterior) and identified five performance/acceptable quality levels (outstanding, very good, good, fair, and minimal) for each room group. The RFP contained a detailed list of the conditions likely to be evident at each performance level. For example, for an outstanding level of cleaning, the RFP required that waste containers be empty of trash and litter; that dust very rarely be seen on some surfaces; that litter only rarely be seen on a surface or in any container; that corners and edges exhibit insignificant detailing problems; that streak or residue problems rarely be seen on any surface; that buildup or neglect problems not be

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