Final QASP BLDG 200 Janitorial Cleaning.docx

QUALITY ASSURANCE SURVEILLANCE PLAN

For: Janitorial Services at VAMC Northport

Contract Number: TBD

Contract Description: VAMC Northport has a need for contracted services to dust mop, wet mop, machine scrub, burnish and to strip and refinish floors on a regular basis as outlined in the Performance Work Statement. Additionally, VAMC Northport is seeking daily cleaning and restocking of 29 public restrooms to include the scrubbing and spot cleaning of walls and doors. VAMC Northport will furnish all cleaning supplies, including stripper and wax. Allocated labor hours are 56 hours daily with a total of 1,212 hours per month.

Contractor’s name: TBD

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 monitoring efforts and results will 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.

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. 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 contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also assure that the contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance.

Andres Cepeda Contract Specialist Network Contracting Activity 2 151 Knollcroft Road Lyons, NJ 07939 Phone: 908-647-0180 ext. 214457 Email: Andres.Cepeda@va.gov

b. Contracting Officer’s Representative (COR) - The COR is responsible for technical administration of the contract and shall assure 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.

Environmental Management Service 79 Middleville Road Building 9, Room 235 Northport, NY 11768 Phone: 631.261.4400 Ext. 2628 Cell: 631.241.1524 Email: Alan.Jamros@va.gov

c. Other Key Government Personnel: Uingston Markes Chief, Environmental Management Service 79 Middleville Road Building 9, Room 234 Northport, NY 11768 Phone: 631.261.4400 Ext. 7039 Email: Uingston.Markes@va.gov

3. CONTRACTOR REPRESENTATIVES

The following employees of the contractor serve as Contractor’s Program Manager(s) for this contract.

a. Program Manager:

b. Other Contractor Personnel:

4. PERFORMANCE STANDARDS

The contractor is responsible for performance of ALL terms and conditions of the purchase 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. Further, the Government will consider the Contractor’s performance when deciding to exercise options.

PERFORMANCE REQUIREMENTS SUMMARY

Table 1 Required Services (Tasks) Performance Standards Acceptable Quality Levels

Wet/Dry Mopping of 147,603 square feet

Scrubbing & Burnishing of Floors (147,603 square feet)

Deep Scrub with Three Coats of Wax

Strip and Refinish Floors

Restroom Cleaning and Restocking

Deep Cleaning of Restrooms

Daily cleaning of restroom fixtures, spot check for walls and doors & cabinets

Daily dust/wet mopping of designated assigned floor area totaling 147, 603 sq. ft. Expectation is 9,225 sq. ft. wet/dry mop per hour. Floors soil free.

Weekly machine scrubbing/burnishing of assigned floors

Quarterly deep scrubbing and the application of three coats of wax to complete 874 feet every thirteen weeks

Strip and wax 147, 603 square feet every six months

Daily cleaning and restocking of 29 public restrooms 4x daily, seven days/56 hours weekly

Monthly heavy cleaning of ceramic tile/grout

Daily cleaning of fixtures, inspect walls and doors daily, clean as needed

95%

No more than four validated staff/patient complaints and/or sub-par evaluations in a one-month period.

No more than four validated staff/patient complaints and/or sub-par evaluations in a one-month period.

No more than four validated staff/patient complaints and/or sub-par evaluations annually.

No more than four validated staff/patient complaints and/or sub-par evaluations.

No more than four validated staff/patient complaints and/or sub-par evaluations in a one-month period.

No more than four validated staff/patient complaints and/or sub-par evaluations.

No more than four validated staff/patient complaints and/or sub-par evaluations in a one-month period.

After 4 confirmed findings: 5% deduction of the monthly invoice and an additional 5% cumulative deduction for every additional 3 complaints registered.

After 4 confirmed findings: 5% deduction of the monthly invoice and an additional 5% cumulative deduction for every additional 3 complaints registered.

After 4 confirmed findings: 5% deduction of the monthly invoice and an additional 5% cumulative deduction for every additional 3 complaints registered.

After 4 confirmed findings: 5% deduction of the monthly invoice and an additional 5% cumulative deduction for every additional 3 complaints registered.

After 4 confirmed findings: 5% deduction of the monthly invoice and an additional 5% cumulative deduction for every additional 3 complaints registered.

After 4 confirmed findings: 5% deduction of the monthly invoice and an additional 5% cumulative deduction for every additional 3 complaints registered.

After 4 confirmed findings: 5% deduction of the monthly invoice and an additional 5% cumulative deduction for every additional 3 complaints registered.

PERFORMANCE THRESHOLD

The performance threshold for each of the requirement sections within the performance work statement 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 hallway is not mopped, waxed or buffed properly). 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.

METHODOLOGIES TO MONITOR PERFORMANCE

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 facility 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.

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.

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.

COR AND CONTRACTOR ACKNOWLEDGEMENT OF QASP

SIGNED:

COR NAME/TITLE DATE

SIGNED:

CONTRACTOR NAME/TITLE DATE