36C24219Q0102-004.docx

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

· What will be monitored?

· How monitoring will take place?

· Who will conduct the monitoring?

· How will monitoring efforts and results be documented?

This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created with the premise that the contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance. In addition, the QASP should recognize that unforeseen and uncontrollable situations may occur.

This QASP is a “living document” and the Government may review and revise it on a regular basis. However, the Government shall coordinate changes with the contractor through task order modifications. Updates shall ensure that the QASP remains a valid, useful, and enforceable document. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

2. GOVERNMENT ROLES AND RESPONSIBILITIES

The following personnel shall oversee and coordinate surveillance activities.

a. Contracting Officer (CO) - The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the task order 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 the task order. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance.

Assigned Administrative Contracting Officer: Janine Childs Contract Specialist Network Contracting Activity 2 2875 Union Road – Ste 3500 Cheektowaga, NY 14227-1444 Phone: 585-297-1460 ext 72432 Email: Janine.Childs@va.gov

b. Contracting Officer’s Representative (COR) - The COR is responsible for technical administration of the task order and shall ensure proper Government surveillance of the contractor’s performance. The COR shall keep a quality assurance file. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf.

Phone: 716-862-7368 Email: Thomas.Cone@va.gov

3. CONTRACTOR REPRESENTATIVES

The following employee(s) of the contractor serve as the contractor’s program manager for this contract.

Primary Contact:

Alternate Contact:

4. PERFORMANCE STANDARDS

The contractor is responsible for performance of ALL terms and conditions of the task order. CORs will provide task order progress reports quarterly to the CO reflecting performance on this plan and all other aspects of the resultant task order. The performance standards outlined in this QASP shall be used to determine the level of task order performance in the elements defined. Performance standards define desired services. The Government performs surveillance to determine the level of task order performance to these standards.

The Performance Requirements are listed below in Table 1. The Government shall use these standards to determine task order performance and shall compare the task order performance to the standard and assign a rating. At the end of the performance period, these ratings will be used, in part, to establish the past performance of the contractor on the task order.

Table 1: Performance Standards

Daily cleaning requirements for all areas

1. Floors, baseboards, and corners are free of dirt, dust and debris.

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

1. Trash cans are empty; Plastic liners are in good condition. Trash containers are free of odors and visible dirt. Trash is emptied into dumpster.

1. Glass and mirrors have no traces of film, dirt, smudges, or water (glass doors).

1. Dust and cobwebs are not visible.

1. Obvious spills/messes on walls and furniture are cleaned

1. All doors and windows are locked and secured when work shift is finished at facility

1. All bathroom/locker room fixtures are free from deposits, hair and other accumulations

1. All bathroom/ locker room floors, baseboards, corners and are free of dirt, dust and debris.

1. All medical treatment area horizontal surfaces are free of dirt, dust, residue and debris.

Based on the severity of the issue an issue can count as two or three complaints.

From 6-10 complaints: 5% deduction of the monthly invoice and an additional 5% cumulative deduction for every additional 5 complaints registered.

Weekly cleaning requirements for all areas

1. Dust, dirt and cobwebs are not visible (window sills).

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

1. Floors have a glossy uniform appearance free of scuffmarks, heel marks, and other stains and discoloration.

1. Windows are free of film, dirt, smudges, water, and other foreign matter (interior viewing windows).

1. All shower room fixtures are free from deposits, hair and other accumulations

1. All shower room floors, baseboards, corners and are free of dirt, dust and debris.

16.B., and 16.E.

No more than 3 complaints regarding any of the requirements in a one-month period.

Based on the severity of the issue an issue can count as two or three complaints.

A 5% deduction of the monthly invoice occurs on the 4th complaint and an additional 5% cumulative deduction for every additional 2 complaints registered.

Monthly cleaning requirements for all areas

1. Floors have a glossy uniform appearance free of scuffmarks, heel marks, and other stains and discoloration.

1. Carpets are free of stains and discoloration.

1. Windows are free of film, dirt, smudges, water, and other foreign matter (outside of exterior windows).

1. Dust and cobwebs are not visible (window blinds and air vents).

1. Furniture clean of crumbs, dirt, hair, lint and spill residue

Note: Based on the severity of the issue an issue can count as two or three complaints.

A 5% deduction of the monthly invoice occurs on the 4th complaint and an additional 5% cumulative deduction for every additional 2 complaints registered.

1. Windows are free of film, dirt, smudges, water, and other foreign matter (outside of exterior windows).

1. Carpets are free of ground in dirt, debris, litter and other foreign matter.

Note: Based on the severity of the issue an issue can count as two or three complaints. All quarterly requirements must be completed in the same calendar month A 5% deduction of the monthly invoice occurs on the 3rd complaint and an additional 5% cumulative deduction for each additional complaint registered.

From 4-6 complaints: 5% deduction of the monthly invoice and an additional 5% cumulative deduction for every additional 3 complaints registered.

From 6-10 complaints: 5% deduction of the monthly invoice and an additional 5% cumulative deduction for every additional 5 complaints registered

1. Contractor arrives on site within an hour of being notified by facility

1. Incident is cleaned to standards mentioned in sections above for the appropriate surface

A 5% deduction of the monthly invoice in which the 3rd complaint occurs and an additional 5% cumulative deduction for each additional complaint registered for that given month.

5. SURVEILLANCE

The Contracting Officer’s Technical Representative (COR) will receive complaints from Government personnel and pass them to the contractor's quality control inspector (QCI) for correction, as well as do daily random spot checks within the facility. The COR will have the responsibility for completing QA monitoring forms used to document the inspection and evaluation of the contractor’s work performance.

6. PERFORMANCE THRESHOLD

The performance threshold for each of the requirement sections within the scope of work has their own threshold value based on the frequency and scope of the requirements in the section. An incident can merit multiple infractions based on the scope of the infraction (ex. the majority of the carpets are not cleaned properly, the majority of the hallway is not mopped, waxed or buffed properly, the majority of the windows are not properly cleaned). The COR shall notify the Contracting Officer for appropriate action in accordance with FAR 52.212.4, Contract Terms and Conditions-Commercial Items (February 2007) or the appropriate Inspection of Services clause, if any of the above service areas exceed the customer complaints.

7. METHODOLOGIES TO MONITOR PERFORMANCE

In an effort to minimize the contract administration burden, simplified methods of surveillance techniques shall be used by the Government to evaluate contractor performance. The primary methods of surveillance are random checks, observations, inspections, complaints and review of those records and files that are required to be maintained and delivered under this statement of work. The Government will use appointed representatives, as well as reports and input from Center employees and visitors as sources of comments on the contractor’s performance.

The contractor is expected to establish and maintain professional communication between its employees and customers. The primary objective of professional communication between employees and customers is customer satisfaction. Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints. Performance management drives the contractor to be customer focused through initially addressing customer complaints and investigating the issues and/or problems.

The acceptable quality levels (AQL) located in the Table 1: Performance Requirements for contractor performance are structured to allow the contractor to manage how the work is performed while providing negative incentives for performance shortfalls.

8. FAILURE TO PERFORM

The contractor may receive deductions or even termination based on failure to perform. The following criteria apply for determining appropriate action:

1. Notifications. Consistent with FAR Part 49, the CO shall notify the service provider of failure to meet standards through QA monitoring forms, cure notices, or show cause notices and shall inform the service provider manager or designated alternate of such notices.

1. Deductions. The Government has the right to deduct a specified dollar for failure to meet performance standards. The amount is identified in Table 1.

1. Termination. If the CO determines that the contractor has failed to perform to the extent that a termination for default is justified, the CO shall issue a notice of termination, consistent with FAR Part 49. This consists of failing to meet the performance thresholds for three consecutive months. Failure to meet the performance thresholds for four cumulative months in an option period will be considered grounds for not awarding the following option period.

9. ADDITIONAL INSTRUCTION FOR SUBMISSIONS

Please include:

1. Business plan to ensure that all weekly, monthly and quarterly requirements are met, while ensuring that the daily requirements are not neglected.

1. Personnel plan to address issues of unforeseen absences, vacations and employee turnover.

1. Response plan to emergency clean-up calls including turnaround time of arrival, capabilities and staffing.

1. References for the previous 24 months, for work performed in a medical and/or psychiatric clinic setting where janitorial services were performed or are currently performed. References shall include point of contact with name, address, phone number and e-mail address.

10. FREQUENCY OF MEASUREMENT

1. Frequency of Measurement. The frequency of measurement is defined in the task order or otherwise in this document. The government (COR or CO) will periodically analyze whether the frequency of surveillance is appropriate for the work being performed.

2. Frequency of Performance Reporting. The COR shall communicate with the contractor and will provide written reports to the CO quarterly (or as outlined in the task order or COR delegation) to review task order performance.

11. COR AND CONTRACTOR ACKNOWLEDGEMENT OF QASP

SIGNED:

COR NAME/TITLE DATE

SIGNED:

CONTRACTOR NAME/TITLE DATE