Attachment - QASP.pdf

American Embassy Tallinn QASP for Exterior janitorial services for Chancery and CMR

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

For

CHANCERY AND CMR EXTERIOR JANITORIAL SERVICES

American Embassy Tallinn QASP for Exterior janitorial services for Chancery and CMR

TABLE OF CONTENTS

1 INTRODUCTION …………………………………………………………………………………………….……3

1.1 Purpose………………………………………………………………………………………………….3

1.2 Performance Management Strategy.…………………………………………………...…3

2 ROLES AND RESPONSIBILITIES………………………………………………………………………………4

2.1 The Contrac�ng Officer (CO/KO) ………………………………………………………………4

2.2 The COR………………………………………………………………………………………………….4

2.3 The Contractor……………………………………………………………………………………….4

3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS…….5

4 METHODOLOGIES TO MONITOR PERFORMANCE……………………………………………….5.

4.2 Customer Feedback…………………………………………………………………………………5

4.3 Acceptable Quality Levels……………………………………………………………………….6

5 QUALITY ASSURANCE DOCUMENTATION…………………………………………………………….6

5.1 The Performance Management Feedback Loop……………………………………….6

5.2 Monitoring Forms……………………………………………………………………………………6

ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY………………………………………….7

ATTACHMENT 2: SAMPLE QUALITY ASSURANCE MONITORING FORM…………………………….12

American Embassy Tallinn QASP for Exterior janitorial services for Chancery and CMR

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1 INTRODUCTION

This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the Chancery and CMR exterior Janitorial Services performance work statement (PWS). This plan sets forth the procedures and guidelines the Contracting Officer’s Representative (COR) will use in ensuring the required performance standards or services levels are achieved by the contractor.

1.1 Purpose

1.1.1 The purpose of the QASP is to describe the systematic methods that will be used to monitor the Contractor’s performance. The QASP provides a means for evaluating whether the contractor is meeting the performance standards/quality levels identified in the PWS and the contractor’s quality control plan (QCP), and ensure the government pays only for the level of services received.

1.1.2 This QASP defines the roles and responsibilities of all members of the project team, identifies the performance objectives, defines the methodologies used to monitor and evaluate the contractor’s performance, describes quality assurance documentation requirements, and describes the analysis of quality assurance monitoring results.

1.2 Performance Management Strategy

1.2.1 The contractor is responsible for the quality of all work performed. The contractor measures that quality through the contractor’s quality control (QC) program. QC is work output, not workers, and therefore includes all work performed under this contract regardless of whether the work is performed by contractor employees or subcontractors.

The contractor’s QCP will set forth the staffing and procedures for self-inspec�ng the quality, �meliness, responsiveness, customer sa�sfac�on, and other performance requirements in the PWS. The contractor will develop and implement a performance management system with processes to assess and report its performance to the designated government representa�ve. The contractor’s QCP will also set forth the staffing and procedures for self-inspec�ng the quality, �meliness, responsiveness, customer sa�sfac�on, and other performance requirements in the PWS. This QASP enables the government to take advantage of the contractor’s QC program.

1.2.2 The government representa�ve(s) will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against communicated performance objec�ves. The government will make determina�ons regarding incen�ves based on performance measurement metric data

American Embassy Tallinn QASP for Exterior janitorial services for Chancery and CMR and no�fy the contractor of those decisions. The contractor will be responsible for making required changes in processes and prac�ces to ensure performance is managed effec�vely.

2 ROLES AND RESPONSIBILITIES

2.1 The Contrac�ng Officer (CO/KO)

The CO is responsible for monitoring contract compliance, contract administra�on, and cost control, and resolving any differences between observa�ons documented by the (COR) and the contractor. The CO will designate one full-�me COR as the government authority for performance management. The number of addi�onal representa�ves serving as technical inspectors must be iden�fied and designated by the CO.

2.2 The Contrac�ng Officer Representa�ve (COR)

The COR is designated in wri�ng by the CO to act as their authorized representa�ve to assist in administering a contract. The COR will ensure that the QA func�on is properly executed, plays a key role in contract administra�on, and performs contract surveillance and monitoring. Some key contract administra�on du�es include, but are not limited to, performs surveillance as required by this QASP; make recommenda�ons to the CO for issuance of Contract Discrepancy reports or leters of commenda�on and acceptance or rejec�on of completed work and for administra�ve ac�ons based on unsa�sfactory non-performed work, and revision or changes to the QASP; and assists the CO in iden�fying necessary contract modifica�ons and preparing reports to contractor performance and cost.

COR limita�ons are contained in the writen appointment leter. The COR will have the responsibility for comple�ng QA monitoring forms used to document the inspec�on and evalua�on of the contractor’s work performance.

2.3 The Contractor

The Contractor is responsible for delivering products or services in accordance with the contract. Implemen�ng its QCP, which describes the contractor’s methods for ensuring all products and services under the contract meet established performance standards and AQLs. Maintaining and providing for audit, quality control records and reports and all records associated with the inves�ga�on and complaint resolu�ons. Appoin�ng a single quality control point-of-contact to act as a central recipient of communica�on from the COR or CO.

American Embassy Tallinn QASP for Exterior janitorial services for Chancery and CMR

3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

The required performance standards and/or quality levels are included in the PWS and Atachment 1, Performance Requirements Summary. A performance standard is the expected level of contractor performance. Performance of the contractor will be monitored through the surveillance methods described in Sec�on 4: Methodologies to monitor performance.

If the contractor meets the required service or performance level, it will be paid the monthly amount agreed on in the contract.

4 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

To minimize the performance management burden, simplified surveillance methods shall be used by the government to evaluate contractor performance when appropriate. Level of surveillance may be conducted on a monthly, quarterly, or as-needed basis and an analysis of the results will determine if the contractor met the standards or did not meet the standards iden�fied in the PWS/contract.

The primary methods of surveillance are:

• Government Inspec�ons:

100% Inspec�on. The COR may conduct 100% inspec�ons of the work defined in the performance work statement (PWS). The COR will also review informa�on submited in the required reports defined in the PWS (if applicable).

Periodic Inspec�on. The government may conduct periodic inspec�ons monthly, quarterly, or on an as-needed basis. The periodic inspec�on shall be conducted by the COR.

Random Inspec�on. The government may conduct random monitoring by reviewing informa�on/reports required and submited in accordance with the contract. The random monitoring shall be performed by the COR.

• Customer complaints with verifica�on by the COR (and CO)

• Review of Contractor’s Quality Control documenta�on

4.2 Customer Feedback

Customer sa�sfac�on is the most significant external indicator of the success and effec�veness of all services provided and can be measured through customer complaints.

Customer complaints, to be considered valid, must set forth clearly and in wri�ng the detailed nature of the complaint, must be signed, and must be forwarded to the COR. The COR will accept those customer complaints and inves�gate. A mutual effort will be made to resolve any problems/issues iden�fied.

American Embassy Tallinn QASP for Exterior janitorial services for Chancery and CMR

4.3 Acceptable Quality Levels

The acceptable quality levels (AQLs) included in Atachment 1 for contractor performance is structured to allow the contractor to manage how the work is performed while providing nega�ve incen�ves for performance shor�alls. For certain cri�cal ac�vi�es, such as those involving regular janitorial cleaning requirements the desired performance level is established at 90 percent. Other levels of performance are keyed to the rela�ve importance of the task to the overall mission performance.

5 QUALITY ASSURANCE DOCUMENTATION

5.1 The Performance Management Feedback Loop

The performance management feedback loop begins with the communication of expected outcomes. Performance standards are expressed in the PWS and assessed using the performance monitoring techniques shown in Attachment 1.

5.2 Monitoring Forms

The government’s QA surveillance, accomplished by the COR will be reported using the monitoring form in Attachment 2. The forms, when completed, will document the government’s assessment of the contractor’s performance under the contract to ensure the required results for service levels are being achieved.

5.2.1 The COR will retain a copy of all completed QA surveillance forms.

American Embassy Tallinn QASP for Exterior janitorial services for Chancery and CMR

ATTACHMENT 1

PERFORMANCE REQUIREMENTS SUMMARY

Required Services (Tasks)

SOW

para. Performance

Standards

Acceptable Quality Levels

Methods of

Surveillance

LAWN CARE - GRASS CUTTING.:

The Contractor shall maintain the height around 5-7 cen�meters. Grass cu�ng shall be done inside the yard on an as needed basis.

The CMR grass is maintained by robo�c lawnmowers. If the robo�c lawnmowers do not work, grass shall be cut by the contractor.

Contractor shall regularly cut the grass outside of the yard around the CMR. From May – August grass cu�ng shall occur at least once a week and more o�en as required to maintain the expected height.

1.4.1 Complete the full

scope of grass cu�ng service

90% Periodic inspec�ons and random observa�ons; customer complaints

LAWN CARE - EDGING:

The Contractor shall edge all sidewalks, driveways, and curbs each �me the adjacent grass is cut.

1.4.2 Complete the full

scope of lawn edging per the PWS.

90% Periodic inspec�ons and random observa�ons; customer complaints

LAWN CARE - TRIMMING:

The Contractor shall trim grass around and under trees, shrubs, cul�vated areas, sprinkler heads, valves, fences, buildings, poles, hedges and structures, so that grass height does not exceed the height of the adjacent grass.

1.4.3 Complete the full

scope of lawn trimming services per the PWS.

90% Periodic inspec�ons and random observa�ons;

LAWN CARE - TURF REPAIR AND RE-

ESTABLISHMENT:

The Contractor shall, whenever necessary, repair areas damaged by vehicular traffic, oil and gas, building repairs, and normal foot traffic. The damaged area shall be filled in and

1.4.5 Complete the full

scope of turf repair and re-establishment per the PWS.

80% Periodic inspec�ons and random observa�ons;

American Embassy Tallinn QASP for Exterior janitorial services for Chancery and CMR leveled and then seeded or sodded and maintained to conform to adjacent areas.

LAWN CARE - ANNUAL LAWN PREPARATION

FOR SEASON:

The contractor shall aerate lawn at least once each year in spring using garden forks or an aerate machine.

The contractor shall add soil together with grass seeds at the beginning of seasons to improve the growing condi�ons and help leveling the lawn.

1.4.7 Complete the full

scope of annual lawn prepara�on per the

PWS.

100% Periodic inspec�ons and random observa�ons;

LEAF REMOVAL:

The Contractor shall, on a monthly basis, remove leaves and pine needles from the proper�es listed in Exhibit A and on a weekly basis during the period September through November. This includes the flower beds and the areas underneath the bushes as well as under the hedges and benches.

1.6 Complete the full

scope of leaf removal per the PWS.

85% Periodic inspec�ons and random observa�ons;

RECYCLED MATERIALS:

The Contractor shall promote recycled uses for lawn and tree debris in mee�ng other gardening needs, such as mulch and compost

1.7 Complete the full

scope of using recycled materials per the PWS.

85% Periodic inspec�ons and random observa�ons;

REMOVAL/COMPOSTING OF DEBRIS

The Contractor shall deposit leaves and grass cu�ngs in a provided space for compos�ng.

The Contractor shall remove excess leaves and grass cu�ngs, as well as foreign material, fallen down branches, bark, limbs, dead vegeta�on, paper, and trash from the maintained areas including walkways, stairways and curbs within or adjacent to the area.

1.8 Complete the full

scope of removal/compos�ng of debris per the PWS.

85% Periodic inspec�ons

American Embassy Tallinn QASP for Exterior janitorial services for Chancery and CMR

WATERING:

The Contractor shall water lawns, shrubs, and trees to provide for proper moisture penetra�on.

The Contractor shall present the method, frequencies, and dates of watering in a writen schedule in the Grounds Maintenance Plan

1.9 Complete the full

scope of watering per the PWS.

75% Periodic inspec�ons and random observa�ons;

JANITORIAL SERVICES: LOCATION: CHANCERY

The Contractor shall sweep debris, leaves, and trash from walkway, brush rug and driveway and hose-clean them during appropriate clima�c and water-use condi�ons.

1.11.1 Complete the full

scope of Chancery janitorial services per the PWS.

90% Periodic inspec�ons and random observa�ons;

PLANTING:

The Contractor shall plant seasonal flowers/plants in the planters outside the Embassy fence three �mes a year (spring-April, summer-July, autumn- September).

1.11.1 Complete the full

scope of plan�ng per the PWS.

100% Periodic inspec�ons and random observa�ons;

WEEDING:

The Contractor shall weed the grounds and planters on a con�nuous basis to prevent the growth of weeds into planters and landscapes.

1.11.1 Complete the full

scope of weeding per the PWS.

97% Periodic inspec�ons and random observa�ons;

JANITORIAL SERVICES: LOCATION: CMR

Contractor shall clean ALL paved areas at the CMR (including pa�os), pulling weeds, sweeping debris, leaves, and trash from walkways and driveways and hose-cleaning them during appropriate clima�c and water use condi�ons.

The Contractor shall perform moss removal from walkways once a year in June as needed basis.

1.11.2 Complete the full

scope of CMR janitorial services per the PWS.

90% Periodic inspec�ons

American Embassy Tallinn QASP for Exterior janitorial services for Chancery and CMR

SNOW AND ICE REMOVAL SERVICES:

LOCATION: CHANCERY:

Snow shoveling, and ice removal services shall be done when snow and or ice is present.

Ice/snow clearing services shall be delivered on workdays Monday to Friday between 7:00 AM and 9:00 AM including the brush rug in the area between Chancery building and the fence.

The contractor shall keep all walkways free from snow and ice and to maintain them in such condi�on which is safe for walking.

Snow shall be removed when the snow level is two (2) cen�meters and higher. The Contractor shall apply generous amounts gravel to the sidewalk and walking area in the front of Chancery building. The sidewalks need to be clear of snow. Ice melt may be used in walkway areas only.

1.12.1 Complete the full

scope of snow and ice removal services per the PWS.

90% Periodic inspec�ons and random observa�ons;

SNOW AND ICE REMOVAL SERVICES:

LOCATION: CMR:

Snow shoveling and ice removal services will be done when snow and ice are present.

Ice and snow removal services shall be delivered Monday to Sunday, including U.S.

Holidays between 7:00 AM and 9:00 AM as per the diagram in Atachment 4.

Snow shoveling and ice removal services on weekends and U.S. Holidays will be done:

(1) if the accumula�on of snow exceeds 2cm;

(2) only on the front entrance and steps of the Residence building, and not the perimeter walkway surrounding the house.

Ice melt may be used so long as it does not corrode metal and does not present any health hazards to pets. No salt may be used as it presents a danger of metal corrosion.

1.12.2 Complete the full

scope of snow and ice removal services per the PWS.

90% Periodic inspec�ons

American Embassy Tallinn QASP for Exterior janitorial services for Chancery and CMR

PEST AND DISEASE CONTROL:

The Contractor shall maintain a program for controlling pests and plant disease to maintain lawn and other planted areas in a healthy and vigorous condi�on. The Contractor shall obtain approval of the COR for all pes�cides.

1.13 Complete the full

scope of pest and disease services per the PWS.

85% Periodic inspec�ons

American Embassy Tallinn QASP for Exterior janitorial services for Chancery and CMR

ATTACHMENT 2

SAMPLE QUALITY ASSURANCE MONITORING FORM

SERVICE or STANDARD:

SURVEY PERIOD:

SURVEILLANCE METHOD (check):

Random Sampling 100% Inspec�on Periodic Inspec�on Customer Complaint

LEVEL OF SURVEILLANCE (check):

Monthly Quarterly As needed

PERCENTAGE OF ITEMS SAMPLED DURING SURVEY PERIOD: ______ %

ANALYSIS OF RESULTS:

Observed Service Provider Performance Measurement Rate: ______%

Service Provider’s Performance (check): Meets Standards

Does Not Meet Standards

Narra�ve of Performance During Survey Period:

PREPARED BY: ___________________________________ DATE: _________________