2. QASP Custodial Service Contract.doc

Quality Assurance Surveillance Plan (QASP)

Fort Harrison Custodial Service Contract

03/11/2025

Table of Contents 31 Vision

2 Purpose 3 Authority 4 Roles and Responsibilities

4.1 Project Manager

4.2 Contracting Office (CO)

4.3 Contracting Officer's Representative (COR)

4.4 Other Key Government Personnel

4.5 Contractor Representatives

5 Performance Requirements and Method of Surveillance

5.1 Contract Surveillance

5.2 Surveillance Matrix

Appendix 1 - Surveillance Matrix Appendix 2 - Corrective Action Report (CAR) Appendix 3 - Customer Complaint Record Appendix 4 - Performance Assessment Report (PAR)

1 Vision Award a Firm Fixed Price, FFP Contract. Maintaining janitorial services is essential to ensuring a clean and sanitary work environment within the Fort Harrison Regional Office facility as mandated by the Occupational Safety and Health Act (OSHA) of 1970 and 41 CFR 102-74.35. Keeping the building clean directly supports the health and safety of Veterans and employees, which remains a top priority.

2 Purpose

This Quality Assurance Surveillance Plan (QASP) is a government-developed document used to determine if the contractor's performance meets the performance standards contained in the contract. The QASP establishes procedures on how this assessment/inspection process will be conducted. It provides the detailed process for a continuous oversight process:

What will be monitored.

How monitoring will take place.

Who will be conduct the monitoring.

How monitoring efforts and results will be documented.

The contractor is responsible for implementing and delivering performance that meets contract standards using its Quality Control Plan. The QASP provides the structure for the government's surveillance of the contractor's performance to assure that it meets contract standards. It is the government's responsibility to be objective, fair and consistent in evaluating contractor performance.

The QASP is not part of the contract, nor is it intended to duplicate the contractor's quality control plan. This QASP is a living document. Flexibility in the QASP is required to allow for an increase or decrease in the level of surveillance necessary based on contractor performance.

The government may provide a copy of the QASP to the contractor to facilitate open communication. In addition, the QASP should recognize that unforeseen or uncontrollable circumstances might occur that are outside the control of the contractor.

Bottom line, the QASP should ensure early identification and resolution of performance issues to minimize impact on mission performance.

3 Authority

Authority for issuance of this QASP is provided under Part 46 of the Federal Acquisition Regulation, Inspection of Services clauses, which provides for inspection, acceptance and documentation of the service called for in the contract or order. This acceptance is to be executed by the contracting officer or a duly authorized representative.

4 Roles and Responsibilities

The following personnel shall oversee and coordinate surveillance activities.

4.1 Project Manager

The PM provides primary program oversight. While the PM may serve as a direct conduit to provide Government guidance and feedback to the Contractor on technical matters, they are not empowered to make any contractual commitments or any contract changes on the government's behalf. The PM can also be the COR.

Assigned PM: Kasey Pershing Organization or Agency: Fort Harrison VA Regional Office

Telephone: (406) 495-2034 Email: kasey.pershing@va.gov

4.2 Contracting Office (CO)

The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract. Determine and document the final assessment of the contractor's performance in the governments past performance tracking system.

Assigned CO: TBD

Organization or Agency: TBD

Telephone: TBD

Email: TBD

4.3 Contracting Officer's Representative (COR)

The COR is responsible for providing continuous technical oversight of the contractor's performance. The COR uses the QASP to conduct the oversight/surveillance process. The COR shall keep a Quality Assurance file that accurately documents the contractor's actual performance. The purpose is to ensure that the contractor meets the performance standards contained in the contract. The COR is responsible for reporting early identification of performance problems to the CO. The COR is required to provide an annual performance assessment to the CO which will be used in documenting past performance. The QASP is the primary tool for documenting contractor performance. The COR is not empowered to make any contractual commitments or to authorize any contractual change on the Government's behalf.

COR: Kasey Pershing Organization or Agency: Fort Harrison VA Regional Office

Telephone: (406) 495-2034 Email: kasey.pershing@va.gov

4.4 Other Key Government Personnel

This may include performance monitors, inspectors, technical experts, or others who provide information that helps the COR monitor contractor performance.

Alternate COR

Sam Jones Organization or Agency: Fort Harrison VA Regional Office

Telephone: (406) 495-2047 Email: kasey.pershing@va.gov

4.5 Contractor Representatives

The following employees of the contractor serve as the contractor's Program Manager and Task Manager for this contract. (Complete this section after the contract award)

Program Manager - <TBD> Telephone: <TBD> Email: <TBD> Task Manager - <TBD> Telephone: <TBD> Email: <TBD> Other Key Contract Personnel - <upon award, enter name or delete these lines if not applicable>

Title: <enter title>

Telephone: <TBD> Email: <TBD> 5 Performance Requirements and Method of Surveillance

This section describes the special requirements for this effort. The following sub-sections provide details of various considerations on this effort.

5.1 Contract Surveillance

The goal of the QASP is to ensure that contractor performance is effectively monitored and documented. The COR's contribution is their professional, non-adversarial relationships with the CO, PM and the contractor, which enables positive, open and timely communications. The foundation of this relationship is built upon objective, fair, and consistent COR evaluations of contractor performance against contract requirements. The COR uses the methods contained in this QASP to ensure the contractor is in compliance with contract requirements. The COR function is responsible for a wide range of surveillance requirements that effectively measure and evaluate the contractor's performance. Additionally, this QASP is based on the premise that the contractor, not the government, is responsible for management and QC/QA actions to successfully meet the terms of the contract.

5.2 Surveillance Matrix

The Surveillance Matrix (Attachment 1) is the list of performance objectives and standards that must be performed by the contractor. This matrix details the method of surveillance the COR will use to validate and inspect these performance elements. Inspection of each element will be documented in the COR file.

Performance objectives define the desired outcomes. Performance Standards define the level of service required under the contract to successfully meet the performance objective. The inspection methodology defines how, when, and what will be assessed in measuring performance. The Government performs surveillance, using this QASP, to determine the quality of the contractor's performance as it relates to the performance element standards. The PRS should be used to form the foundation of the COR's inspection checklist.

In evaluating the quality of contractor’s performance, the following performance ratings may be used.

Performance

Rating Criteria

Appendix 1 - Surveillance Matrix

3.1 Custodial Services .

Deliverables:

A001 Work Schedule A002 Material Safety Data Sheet (MSDS) Log Book A003 VA Form 20-0334 A004 Rules of Behavior Training Certificates A005 10hr OSHA Safety Course A006 Quality Control Plan A007 Incident report A008 Security Clearance

a) Addresses all program areas AQL: Contractor meets all performance criteria set forth in this SOW

What: Custodial Services

How: Physical inspection

Frequency: Weekly and random inspections

Who: COR and/or Chief of EMS

Standard(s): Inspection applies to all standards

3.1.1 Cleaning schedule .

Deliverables:

A001 Work Schedule

a) Contractor submits daily, weekly, monthly work schedule.

AQL: All tasks outlined in this SOW are addressed in the work schedule

What: Building conditions

How: Physical inspection - periodically

Frequency: Weekly and random inspections

Who: COR

3.1.2 Floor maintenance.

a) Addresses all floor maintenance tasks - semiannual stripping and waxing of floors as well as carpet shampooing.

AQL: All hard surfaced floors (tile, ceramic, slate,..etc.) are stripped of old wax, rewaxed, and buffed to highly shine level; all carpets are vacuumed and shampooed removing all stains, spots, and blemishes.

What: Building conditions

Frequency: Weekly and random inspections

3.1.3 Initial cleaning.

a) Facility is cleaned daily and free of dirt, dust, spots, streaks, graffiti, bugs, and all foreign residue AQL: Facility is clean and presentable.

b) Containers emptied AQL: 100% trash containers emptied daily

c) Protects the integrity of the surface and finish AQL: 100% of all bathroom counter tops clean and free of spots and stains.

d) All bathrooms Sanitary / sanitized daily AQL: AQL: 100% of all bathrooms cleaned with a sanitizing disinfectant / cleaner daily.

What: Building conditions

Frequency: Weekly and random inspections

3.1.4 Vacuum .

a) 100% all carpeted area is vacuumed daily AQL: Carpets are free of visible dust and debris as well as spot cleaned of stains.

What: Building conditions

Frequency: Weekly and random inspections

3.1.5 Sweep .

a) Hard surface floors are swept and mopped AQL: 100% of all hard surfaced floors are swept and mopped.

What: Building conditions

Frequency: Weekly and random inspections

3.1.6 Trash removal .

a) Containers emptied AQL: all wastebaskets, and other trash receptacles emptied daily and as needed.

What: Building conditions

Frequency: Weekly and random inspections

3.1.7 Low dusting .

a) Monthly low dusting up to 8 feet high.

AQL: No visible dust.

What: Building conditions

Frequency: Weekly and random inspections

3.1.8 Spot cleaning .

a) Free of dirt, dust, spots, streaks, graffiti, bugs, and all foreign residue AQL: All spots, drips, spills,..etc.. cleaned within 5 min of identification or reporting.

What: Building conditions

Frequency: Weekly and random inspections

3.1.9 Glass cleaning .

a) Free of dirt, dust, spots, streaks, graffiti, bugs, and all foreign residue AQL: All glass windows and doors free of smear marks, fingerprints, smudges, dirt,..etc..

What: Building conditions

Frequency: Weekly and random inspections

3.1.10 Polishing .

a) Free of dirt, dust, spots, streaks, graffiti, bugs, and all foreign residue AQL: 100% water dispensers cleaned daily.

What: Drinking fountains

Frequency: Weekly and random inspections

3.1.11 Bathrooms .

a) Free of dirt, dust, spots, streaks, graffiti, bugs, and all foreign residue AQL: No visible corrosion, water spots, soap buildup,..etc.. All bathroom fixtures to include soap dispensers, hand dryers, bathroom stalls, commodes, urinals, sinks cleaned and disinfected daily.

What: All restrooms

Frequency: Weekly and random inspections

3.1.12 Sweep and stocking bathrooms .

a) Free of dirt, dust, spots, streaks, graffiti, bugs, and all foreign residue AQL: Bathrooms are maintained, clean, fully stocked, and presentable at all times.

What: All restrooms

Frequency: Weekly and random inspections

3.1.13 De-scaling .

a) Free of dirt, dust, spots, streaks, graffiti, bugs, and all foreign residue AQL: No visible sign of chemical or hard water scaling on water fixtures.

What: Urinals, sinks, and commodes, and bathroom fixtures.

Frequency: Weekly and random inspections

3.1.14 Bathroom dispensers .

a) Complete. 100% liquid soap dispensers, paper towels, toilet paper, and hand sanitizer are filled daily. No more than two employee or customer complaints received per week about no soap or paper products in bathrooms.

AQL: No more than two employee or customer complaints received per week about no soap or paper products in bathrooms.

What: Paper dispensers

Frequency: Weekly and random inspections

3.1.15 Bathroom waste receptacles .

a) Containers emptied daily or as needed AQL: No more than two employee / customer complaints weekly about trash in bathrooms.

What: Building conditions

Frequency: Weekly and random inspections

3.1.16 Exterior windows .

a) All glass windows, doors, and glass displays cleaned weekly AQL: No visible smudges, marks, dust, dirt,..etc.. on glass windows, doors, display cases.

What: Glass windows and glass surfaces

Frequency: Weekly and random inspections

3.1.17 Carpets .

a) All carpets vacuumed, deep cleaned (steamed), and shampooed semiannually AQL: Carpets free of stains, spots, blemishes,..etc...

What: Carpeted areas

Frequency: Weekly and random inspections

3.1.18 Hard surface floors .

a) Strip, clean, wax, polish all hard surfaced floors semiannually AQL: Hard surface floors present a clean, polished, glossy finish

What: Hard surface floors

Frequency: Weekly and random inspections

3.1.19 High dusting .

a) Complete AQL: High dusting performed semiannually. No visible dust on horizontal surface day after high dusting performed.

What: Building conditions

Frequency: Weekly and random inspections

3.1.20 Special Event Cleaning .

a) Facility is swept, moped, buffed, vacuumed, spots/stains removed, dusted, trash removed etc. prior VIP or special events.

AQL: Facility presents a clean, sanitary, presentable work environment

What: Building conditions

Frequency: Weekly and random inspections

3.1.21 Additional Custodial Tasks .

a) Unscheduled spot cleaning is performed at request of COR or Facility Manager(s) as required.

AQL: Spot cleaning is performed within 15min of request

What: Building conditions

Frequency: Weekly and random inspections

3.2 Custodial Ancillary Requirements

3.2.1 Vacuum Cleaners .

a) Compliant with applicable standards AQL: All vacuums meet conditions as outlined in item description

What: Vacuum cleaners

Standard(s): a

3.2.2 Buffers and carpet cleaners .

a) Compliant AQL: All buffers, carpet cleaners, shampoo machines,..etc.. Commercial grade quality suitable for this scope of work.

What: All buffers, shampooers,..etc..

3.2.3 Carts and buckets .

a) Each custodial staff member will have a cleaning cart per the line item description.

AQL: Contractor provides every custodial staff member with a cleaning cart.

What: Cleaning carts

3.2.4 Handling of Supplies and Equipment. .

a) Compliant with federal, state, and local laws and regulations AQL: Chemicals and cleaning products stored/maintained within applicable local, state, federal regulations

What: Cleaning products

How: Physical inspections - periodically

3.2.5 Material Safety Date Sheets (MSDS). .

Deliverables:

A002 Material Safety Data Sheet (MSDS) Log Book

a) Compliant with federal, state, and local laws and regulations AQL: MSDS for all hazardous cleaning products are maintained IAW all applicable regulations and maintained on site.

What: MSDS log book

How: Physical inspection - semiannually

3.2.6 Custodial Staff Training Requirements .

Deliverables:

A003 VA Form 20-0334 A004 Rules of Behavior Training Certificates

a) All HIPPA and Privacy training completed AQL: All custodial staff to include the contractor has completed the HIPPA and Privacy training and provided the COR with certificates of training.

What: HIPPA and Privacy training complete

How: Verify through TMS site - prior start of contract

Appendix 2 - Corrective Action Report (CAR)

CORRECTIVE ACTION REPORT (CAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACTOR

2. CONTRACT NUMBER

3. TYPE OF SERVICES

4. FUNCTIONAL AREA

5. SUSPENSE DATE

6. CONTROL NUMBER

7. DEFICIENCY FORMCHECKBOX

MAJOR FORMCHECKBOX

MINOR

FINDING:

FINDING IMPACT:

Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the contractor is not required to provide a response.

8. QUALITY ASSURANCE PERSONNEL (COR)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

10. COR RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. COR DETERMINATION

FORMCHECKBOX

ACCEPTED FORMCHECKBOX

REJECTED

12. CLOSE DATE

Appendix 3 - Customer Complaint Record

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

Appendix 4 - Performance Assessment Report (PAR)

PERFORMANCE ASSESSMENT REPORT (PAR)

(If more space is needed, use reverse and identify by number)

4. QUALITY ASSURANCE PERSONNEL (COR) SIGNATURE AND DATE

I. PERFORMANCE

7. FORMCHECKBOX

DEFICIENCY (CHECK ALL BOXES THAT APPLY)

FORMCHECKBOX

NEW

FORMCHECKBOX

REPEAT

FORMCHECKBOX

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS PARAGRAPH ITEM REVIEWED

II. CONTRACTOR VALIDATION

11. CONTRACTOR REPRESENTATIVE FORMCHECKBOX

CONCUR FORMCHECKBOX

NON-CONCUR

12. CORRECTIVE ACTION ESTIMATED COMPLETION DATE

13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF RECURRENCE OR REASON FOR NON-CONCURRENCE OF COR CITED DEFICIENCY

III. ACTION CORRECTED

14. FORMCHECKBOX

CONCUR FORMCHECKBOX

NON-CONCUR COR SIGNATURE AND DATE

15. COR REMARKS (REQUIRED)

6. CONTRACTOR REPRESENTATIVE REMARKS