Attachment_4-_QASP.pdf

Attachment 4-QASP

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

JANITORIAL SERVICES

NOAA National Marine Fisheries Service (NEFSC) Milford, CT Facility

QASP – Janitorial Services

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

JANITORIAL SERVICES

INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate Contractor actions while implementing this Performance Work Statement (PWS). It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective on the Performance Standards and Requirements (Section VI) in the Janitorial contract.

The QASP provides a systematic method to evaluate the services the Contractor is required to furnish.

This QASP is based on the premise the Government desires to maintain a quality standard to ensure that these services are performed in a manner that ensures the health and safety of Federal employees and members of the public; and, both the sanitary conditions and esthetic appearance of Federal buildings. Superior customer service and well-maintained facilities that present a clean, neat and professional appearance shall be furnished in accordance with all the terms and conditions of the contract.

The Contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the Contract. The role of the Government is to perform quality assurance surveillance to ensure contract standards are achieved.

In this Contract the quality control program is the driver for product quality. The Contractor is required to develop a comprehensive program of inspections and monitoring actions. The first major step to ensuring a “self-correcting” contract is to ensure that the quality control program approved at the beginning of the Contract provides the measures needed to lead the Contractor to success.

The Quality Control Program shall be approved by the Contracting Officer. The purpose of the QASP is to promote a robust quality assurance program throughout the period of performance of the Contract.

SURVEILLANCE: The Contracting Officer’s Representative (COR) will receive complaints from Government personnel and notify the Contracting Officer (CO). The CO will notify the Contractor’s Site Manager for correction. The CO will maintain a record of all the complaints along with the resolution and forward this information to the COR. The report will be retained in the official Contract file for this Contract.

STANDARD: The Milford facilities; Main Building 1, Annex Building 2 and Cottage Building Number 10 may never have more than one (1) customer complaint for daily services per quarter.

The COR shall notify the Contracting Officer (CO) for appropriate action in accordance with FAR 52.212-4, Contract Terms and Conditions-Commercial Items (Sept 2013). If more than one

(1) valid complaint is received for the facility in a service period the monthly invoice’s price for the applicable facility Contract Line Item (CLIN) may be reduced by 1/30th of the unit price for each additional valid complaint.

The preferred method of resolving deficiencies is to allow re-performance to correct the deficiencies. The Contractor shall be provided with the opportunity to correct substandard performance within one (1) business day. If more time is needed to correct the deficiency, the Contractor’s Site Manager will coordinate a plan of action with the CO. When substandard performance is not corrected within the specified timeframe or the Contractor refuses to re-perform the service, the unsatisfactory service is logged as a deficiency. Deductions for deficiencies shall be calculated as 1/30th of unit price for each day that the Contractor fails to correct.

PROCEDURES: Any Government employee that observes unacceptable services, either incomplete or not performed, for any of the above performance objectives should immediately contact the COR; and after the COR validates the complaint a Deficiency Report will be completed by the COR to document and record the complaint. The COR will consider the customer complaint valid upon receipt from the customer. The CO will coordinate and notify the Contractor and will inform the customer of the approximate time the unacceptable performance will be corrected and advise the customer to contact the COR if not corrected. The CO will consider customer complaints as resolved unless notified otherwise by the COR.

If the Contractor’s Site Manager disagrees with the complaint after investigation of the site and challenges the validity of the complaint, the Site Manager will notify the CO in writing. If the COR determines the complaint as invalid, the COR will document the written complaint of the findings and notify the customer in writing. The COR will retain the annotated copy of the written complaint for his/her files. If after investigation the COR determines the complaint as valid, the COR will inform the CO in writing. The Site Manager will be notified of the complaint and given one (1) day to correct the defect. When a deficiency is not corrected the COR shall notify the Contracting Officer in writing. The Site Manager shall return the deficiency report, properly completed with actions taken, to the CO, who will provide a copy to the COR. The report will be retained to document performance. Recurring customer complaints are not permitted for any of the service items in Itemized Services Requirements List (Performance Work Statement (PWS), Section VI Performance Standards and Guideline Requirements). If a repeat customer complaint is received indicating the same deficiency during the service period (month, quarter, etc.), the COR shall contact the CO for appropriate action.

It is an expectation that both Contractor and Government personnel will utilize this list to ensure compliance with Quality Control Plan and Quality Assurance (PWS, Section VI). The Government will use the standards to determine Contractor performance shall compare Contractor performance to the minimum Acceptable Quality Level (AQL). The Government will provide feedback to the Site Manager.

Common Areas are defined as: Entrances, Lobbies, Corridors, Stairwells, Restrooms, Mailrooms, Breakrooms, and Conference Rooms

PWS

REF.

TASK PERFORMANCE

STANDARD

ACCEPTABLE

QUALITY LEVELS

(AQL)

SURVEILLANCE

METHOD /

CONDUCTED BY

Section V Contractor employees adhere to and comply with Safety, Security, Fire protection, Environmental Controls, Conservation of Utilities, and Compliance with Laws and Regulations.

Contractor shall ensure all personnel are trained and comply with all requirements.

No more than three (3) violations/deficiencies in these areas (any combination of) annually.

Any repeat offense, or multiple offenses across the disciplines by the same individual(s) will result in the Contractor having to remove/replace individual(s) as directed by the CO.

Random Sampling conducted by COR and verification by COR and CO of customer complaints.

Section IV Daily Cleaning Services – Common Areas

• Floors, baseboards, corners and wall edges are free of dirt, dust and debris.

• Carpets are free of dirt, debris, litter and other foreign matter.

• Stairs and Hallway are free of dirt, debris, marks, smudges, scuffs and other foreign matter.

• Trash is empty. Trash and Recycling containers are free of odors and visible dirt.

Trash is emptied into trash disposal carts or dumpster.

• Recycling is emptied into recycling disposal carts.

• Glass and mirrors have no traces of film, dirt, smudges, or water.

• Drinking fountains are disinfected and free of streaks, stains, spots, smudges, scale and other deposits.

• Stairs and Hallway are

No more than one (1) valid and documented deficiency per quarter.

Random Sampling conducted by COR and verification by COR and CO of customer complaints.

free of dirt, debris, marks, smudges, scuffs and other foreign matter.

Section IV Daily Cleaning -

Restrooms Restrooms are disinfected and free of dirt, deposits, streaks and odors. Shower is disinfected and free of soap films, scum and other deposits. Toilets, urinals and toilet stalls are disinfected and free of scale, stains, scum and other deposits.

Supplies are adequate until next service. Floors shall be clean and free of dirt, dust, debris, water streaks, mop marks, etc.

No more than one (1) valid and documented deficiency per quarter.

Random Sampling conducted by COR and verification by COR and CO of customer complaints.

Section IV Daily Cleaning

Touch Points

Touch Points are disinfected and free of dirt, and other deposits.

No more than one (1) valid and documented deficiency per quarter.

Random Sampling conducted by COR and verification by COR and

Section IV Daily (as needed)

Replenishing of Supplies

Supplies are adequately stocked and replenished.

No more than one (1) valid and documented deficiency per quarter.

Random Sampling conducted by COR and verification by COR and

Section IV Daily (as needed)

Removal of Larger Trash Items

Properly placed and marked larger trash items are removed daily (as needed).

No more than one (1) valid and documented deficiency per quarter.

Random Sampling conducted by COR and verification by COR and CO of customer complaints.

Section IV Daily Cleaning Services – Food Service and Break Areas

Disinfected and free of streaks, stains, spots, smudges, scale and other deposits.

deficiency per quarter.

Random Sampling conducted by COR and verification by COR and CO of customer complaints.

Section IV Weekly Cleaning Services – Carpets

Carpeted area uniform in appearance and free of debris, stains and discoloration.

deficiency per quarter.

Random Sampling conducted by COR and verification by COR and CO of customer complaints.

Section IV Monthly Cleaning Services – Window Coverings

Both sides free of dirt, dust, grime, stains, and other extraneous matter

No more than one (1) valid and documented deficiency per quarter.

Random Sampling conducted by COR and verification by COR and

Section IV Quarterly Cleaning

Services

• Floors have a glossy uniform appearance free of scuffmarks, heel

No more than one (1) valid and documented deficiency per quarter.

Random Sampling conducted by COR and verification by COR and marks, wax build-up, and other stains and discoloration.

• Internal windows sills, heating vents, air exchangers, ceiling/Vents/Levers are free of film, dirt, smudges, water, and other foreign matter.

• High Cleaning over 70” from floor is free of dirt, dust, and other foreign matter (interior only).

• Trash Receptacles are free of odor and visible dirt.

• Property adjacent to building is free of litter.

• Deep clean Step-in mats.

CO of customer complaints.

Section IV Bi-Annual Cleaning

Windows (Interior and Exterior) are free of film, dirt, smudges, water, and other foreign matter.

deficiency per quarter.

Random Sampling conducted by COR and verification by COR and CO of customer complaints.

Section IV Annual Cleaning

• Light fixtures (Ceiling lighting) shall be clean, free of dirt, debris, grime, streaks, cloudiness and watermarks.

• Carpet Cleaned -professionally shampoo all carpet.

• Strip resilient floors of wax and apply new, self-polishing high-quality wax.

No more than one (1) valid and documented deficiency per quarter.

Random Sampling conducted by COR and verification by COR and