36C78618Q9622-004.pdf

ATTACHMENT C

QUALITY ASSURANCE SURVEILLANCE PLAN

1. Quality Assurance Surveillance Plan: The QASP will consist of periodic inspections conducted by the COR or his/her designee, and by visitor input (in the form of complaints of poor service or responses on good service). A completed evaluation covering the items listed in the “Management Support Rating Criteria” (enclosed below) will be forwarded to the Contracting Officer every six (6) months, by the COR.

2. A surveillance report will be prepared by the CO and forwarded to the Contractor. The Contractor shall respond to any complaints and/or ratings of deficient performance within five (5) calendar days, after receipt of the report. All visitor complaints deemed by the COR to require a written response to the Contractor, or administrative action, will be forwarded to the CO, as soon as possible, for action.

3. MANAGEMENT SUPPORT RATING CRITERIA

The criteria for acceptable and unacceptable performance are as follows:

A. Contract requirements. The criteria for requirements are the level of performance deemed acceptable to the Government.

B. If the quality of work does not comply with the contract requirements the COR will initiate and the Contractor shall be required to complete a Contract Discrepancy Report (CDR).

C. If the level of performance is deemed unacceptable to the Government concurrent with two unsatisfactory ratings, monthly payment will be reduced for unsatisfactory performance by the percentage as shown in the chart below:

Performance Standard

Minimum Frequency of Inspection

Minimum Acceptable Level

(MAL)

Desired Level (DL) Disincentive Incentive

CLINs 001 thru

Mowing, Trimming, and Edging

Bi-Weekly - 97 % of Turf area is maintained within one inch above the range of that which is professionally recommended for that type and region.

- 97% of all un-mowed grass around headstones, monuments, markers and other vertical surfaces is trimmed to its recommended height. Scalping is not acceptable.

- 97% of Edging is completed on flat stones, roads and curbs with mowing cycle.

100 % of Turf area is maintained within one inch above the range of that which is professionally recommended for that type and region

- 100% of all un-mowed grass around headstones, monuments, markers and other vertical surfaces is trimmed to its recommended height. Scalping is not acceptable.

- 100% of Edging is completed on flat stones, roads and curbs with mowing cycle.

20% of invoice deduction for failing to meet

MAL

Full payment of invoice

- CLIN 004

Grave Excavation and backfilling

- CLIN 005

Grave Excavation and backfilling

Bi-Weekly 97% of excavations are completed within one hour prior to interment service, and backfilling shall conform to existing healthy grades.

100% of excavations are completed within one hour prior to interment service, and backfilling shall conform to existing healthy grades.

20% deduction from invoice for failure to meet MAL.

Full payment of invoice

CLIN 006

Headstone Cleaning

Weekly 97% of headstones are cleaned, free of debris and objectionable accumulation

100% of headstones are cleaned, free of debris and objectionable accumulation

20% deduction from invoice for failure to meet MAL.

Full payment of invoice

Minimum Frequency of Inspection

Minimum Acceptable Level

(MAL)

Desired Level (DL) Disincentive Incentive

CLINs 007 - 008

Headstone Maintenance;

Setting and Alignment

Bi-Weekly 97% of headstones are at proper height and alignment of each other headstone or marker

100% of headstones are at proper height and alignment of each other headstone or marker

20% deduction from invoice for failure to meet MAL.

Full payment of invoice

CLINs 009 – 015

Lawn Maintenance

Bi-Weekly 97% of Turf is healthy and generally weed and pest free.

100% of Turf is healthy and generally weed and pest free.

10% of invoice deduction for failing to meet

MAL

Full payment of invoice

CLIN 016

Leaf Collection

Bi-Weekly 97% of fallen leaves are removed from Cemetery grounds when required

100% of fallen leaves are removed from Cemetery grounds when required

10% of invoice deduction for failing to meet

MAL

Full payment of invoice

- CLIN 017

Plant Material Maintenance

- CLIN 018

Pruning Maintenance

Bi-Weekly 97 % of Mulch beds are properly mulched and maintained as generally weed free.

97% of Plants and Trees are maintained at a healthy, shaped and trimmed to proper height and shape for size and type of tree.

100 % of Mulch beds are properly mulched and maintained as generally weed free.

100% of Plants and Trees are maintained at a healthy, shaped and trimmed to proper height and shape for size and type of tree.

10% deduction from invoice for failure to meet MAL.

Full payment of invoice

CLIN 019

Gravesite Renovation

Bi-Weekly 97% of graves are properly maintained

100% of graves are properly maintained

20% deduction from invoice for failure to meet MAL.

Full payment of invoice

CLIN 020

Trash and Debris Removal

Weekly 97% of cemetery are properly maintained

100% of cemetery are properly maintained

15% deduction from invoice for failure to meet MAL.

Full

Minimum Frequency of Inspection

Minimum Acceptable Level

(MAL)

Desired Level (DL) Disincentive Incentive

CLIN 021

Snow and Ice Removal

Daily 97% of snow and ice are removed from roads and walkways.

100% of snow and ice are removed from roads and walkways.

25% deduction from invoice for failure to meet MAL

Full payment of invoice

CLIN 022

Storm Damage

Daily 97% of cemetery are properly maintained

100% of cemetery are properly maintained

25% deduction from invoice for failure to meet MAL.

Full payment of invoice

CLIN 023

Public Restroom Clean Up and Supplies

Bi-Weekly 97% of Public Restrooms are cleaned, sanitized, and maintained.

100% of Public Restrooms are cleaned, sanitized, and maintained.

10% deduction from invoice for failure to meet MAL.

Full payment of invoice

CLINs 024 -

CLIN 025

Placement of Flags

Day of Event

97% of Flags are placed and removed with dignity. Equipment will be set up and taken down for Cemetery’s ceremony event.

100% of Flags are placed and removed with dignity.

Equipment will be set up and taken down for Cemetery’s ceremony event.

25% deduction from invoice for failure to meet MAL.

Full