4 QASP Post Wide Custodial 2024.DOCX

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

FOR FACILITIES AND LOGISTICS SERVICES SUPPORT CONTRACT

Post-wide Custodial

1.0 INTRODUCTION

The role of the Government in quality assurance is to ensure contract standards are achieved. The purpose of the QASP is to identify the methods and procedures the Government will use to evaluate contractor actions while performing the requirements in the Performance Work Statement (PWS). It is designed to provide an effective surveillance method by monitoring contractor performance for each listed performance objective in the PWS. This surveillance plan is site-specific and describes the monitoring, inspecting and reporting for facility and logistics support services provided to Garrison organizations and tenant organizations located at both the Aberdeen Area (AA) and Edgewood Area (EA) of Aberdeen Proving Ground (APG) for custodial services as specified in the Technical Exhibits (TEs).

The QASP has been developed by the requiring activity. It is designed to provide direction to personnel performing contract surveillance activities. Personnel surveying the contract terms and conditions and PWS requirements will periodically review the QASP throughout the life of the contract.

2.0 ROLES AND RESPONSIBILITIES

2.1 Contracting Officer Representative (COR): The COR is responsible for quality assurance guidance and to ensure that contract quality requirements, provisions, standards, and thresholds are defined, practical, enforceable, necessary and verifiable.

2.1.1 T h e COR evaluates and documents contractor performance in accordance with the QASP and PWS.

2.1.2. The COR notifies the Contracting Officer (KO) of any significant performance deficiencies using a Contractor Discrepancy Report with supporting documentation.

2.1.3 The COR maintains surveillance documentation.

2.1.4 The COR recommends improvements to the QASP and PWS throughout the life of the contract.

2.2 Contracting Officer (KO): The KO is responsible for safeguarding the interests of the United States Government in contractual relationships. Only the KO is authorized to bind the Government and then, only to the extent of the authority delegated to them through the issuance of a warrant.

2.2.1 The KO delegates authority for inspection and/or acceptance in accordance with the terms of the contract.

2.2.2 The KO informs the contractor of the names, duties and limitations of authority for all quality assurance personnel assigned to the contract.

2.2.3 Alternate COR (ACOR) or Technical COR (TCOR) – An individual designated by the requiring activity to assist the COR and provide technical oversight of the Contractor’s performance. The ACOR/TCORs primary duty is to monitor the Contractor’s performance by physically checking to see that tasks are completed, reports are submitted, and desired outcomes are achieved. When a surveillance observation results in an unacceptable evaluation, the ACOR will report the unacceptable performance to the COR. The ACOR/TCOR is not authorized to direct work, offer advice on how the work should be performed, change the contract, or in any way obligate payment of funds by the Government.

3.0 DESCRIPTION OF SERVICES

The contractor shall provide all personnel and office supplies necessary to perform facility and logistics services at the APG Army Garrison and other activities located at the AA and EA.

3.1 Schedule of Services (SoS). The contractor shall submit a Schedule of Services (SoS) projecting the next consecutive month of services in an Excel spreadsheet format, no later than the 5th of the month preceding. The spreadsheet shall include the building numbers, requiring activity, Unit Identification Code (UIC) SF to be serviced, level of service, sequence of events for servicing such as 4y, 2y, etc. The Excel spreadsheet shall reflect service descriptions as well as day(s) of the week in which the services are to be conducted. Said SoS is tied directly to invoicing for work completed & shall be submitted in the Wide Area Work Flow (WAWF) invoicing system. The SoS will be published in the Garrison’s Customer Focus Meeting, by the DPW, as a guide to the building managers for services requiring coordination to Tenant Organizations.

SoS Example:

Common Level of Service (Black)

KTR To Project Months

KTR To Project Months

KTR To Project Months Of Year

3.2 Monthly Services Order (MSO). On Task Orders (TOs) and Delivery Orders (DOs) The COR shall place the MSO to the contracting office no later than the third Thursday of the month for the preceding month.

4.0 QUALITY REQUIREMENTS

4.1 Quality Control Program. The contractor, not the Government, is responsible for management and quality control actions to meet the terms of the contract.

4.2 The Contractor shall ensure that the services comply with the performance thresholds of 95-100% as stated in the Performance Requirements under the Performance Thresholds requirements. Unsuccessful performance is measured by number of actionable: Contract Action Reports (CARs), complaints filed through the Interactive Customer Evaluation (ICE) system and written complaints submitted to the COR.

5.0 QUALITY CHECKS

5.1 SURVEILLANCE. The COR will perform surveillance based on the quality and effectiveness of the contractor's facility management, warehouse operations and equipment management program. Observations include performance spot checks, customer complaints, formal inspections by governing agencies and reviews of contract deliverables.

5.2 Unsatisfactory performance. If the number of complaints/defects exceeds the performance threshold for any objective, the COR will investigate the possible cause of this unsatisfactory performance. Government-caused complaints/defects will not be counted against the contractor. The same applies to any other requirements of the contractor when Government-caused complaints/defects are the cause of unacceptable contractor performance. If the contractor's performance is judged unacceptable for any requirement by the COR, the COR will inform the contracting officer for resolution. Significant performance deficiencies must be submitted to the Contracting Officer using a Contractor Discrepancy Report (CDR) and include supporting documentation.

6.0 SURVEILLANCE DOCUMENTATION

6.1 The COR will use Surveillance & Performance Monitoring (SPM) website located in the Procurement Integrated Enterprise Environment (PIEE) to report utilizing the performance evaluation form to record evaluation of the contractor's performance and deliverables in accordance with the methodology described above. The COR will substantiate all superior and unacceptable ratings through narratives on the form. Acceptable performance is expected from the contractor.

6.2 The SPM system will forward copies of all completed performance evaluation forms to the KO and contractor within one week of performance of inspection. When the COR issues an evaluation with an unacceptable rating, the contractor will be required to explain within 15 days, in writing to the COR why performance was unacceptable and how he/she plans to prevent reoccurrence of the unacceptable performance.

6.3 The KO will review each performance evaluation form prepared by the COR. When appropriate the KO may investigate further to determine if all the facts and circumstances surrounding the event were considered in the COR opinions on the form. The KO will immediately discuss any unacceptable rating with the contractor to assure that corrective action is promptly initiated.

6.4 At the end of every year, the COR will prepare a written Contractor Performance Assessment Report (CPAR) for the KO summarizing the overall results of his/her surveillance of the contractor's performance during the previous 12 months. This report will become part of the formal documentation.

6.5 The COR will maintain the automated file which contains copies of all performance evaluations forms and any other related documentation. The SPM system will allow these records to be downloaded for the KO at termination or completion of the Contract.

6.6 The COR will complete a monthly Performance Evaluation Report specifying overall contractor performance as either acceptable or superior.

6.7 If performance is unacceptable, re-performance is required until the contractor receives an acceptable rating. This re-performance is required regardless of cost or schedule constraints that may result from the unacceptable performance, unless the KO determines that the Task Order should be terminated. The COR working with the governments technical point of contact will prepare a corrective action report and keep in contract files.

7.0 PERFORMANCE REQUIREMENTS SUMMARY (PRS)

7.1 Overview. This PRS summary identifies the services required by the PWS over which the Government will exercise surveillance.

7.2 Performance Evaluation. Performance of a service will be evaluated to determine whether or not it meets the performance threshold. Performing the services again at no cost to the government is the preferred method for correcting unacceptable performance. The contractor shall provide the government a written response as to why the performance threshold was not met, how performance will be returned to acceptable levels, and how recurrence of the cause will be prevented in the future.

7.3 Performance Objectives, Indicators, Thresholds and Surveillance Methods. The services required by the contractor are summarized into performance objectives along with the minimum standards that relate to mission essential items.

PERFORMANCE REQUIREMENTS SUMMARY (PRS)

Performance Requirement Summary (PRS) Black Level of Services

Method of Surveillance

5% Deviation from performance Standard Percent calculated, by dividing the number of omissions and or defects by the number of square feet to be cleaned and disinfected multiplied by 100.

Periodic Inspections performed by the COR per frequency defined in the QASP and Validated Customer Complaints.

PRS # 2.

Heavy Dusting (with dusting agent)

PRS # 3.

High Dusting (>6 feet up to 10 feet, horizontal & vertical surfaces.

Performance Requirement Summary (PRS) Red Level of Services Red Performance Objective

Method of Surveillance

5% Deviation from performance Standard Percent calculated, by dividing the number of omissions and or defects by the number of square feet to be cleaned and disinfected multiplied by 100.

Periodic Inspections performed by the COR per frequency defined in the QASP and Validated Customer Complaints.

PRS # 2.

High Dusting (>6 feet up to 10 feet, horizontal & vertical surfaces).

The same as in PRS #1.

PRS # 3.

Heavy Dusting (with dusting agent)

The same as in PRS #1.

Performance Requirement Summary (PRS) Amber Level of Services Amber Performance Objective

Method of Surveillance

PRS # 1. Clean and Disinfect Restroom Floors, Toilets/Urinals, Sinks, Fixtures, Partitions, Mirrors Remove Waste in Restrooms/Clean and Disinfect Waste Containers/Replace Waste Container Liners Supply Restrooms (Paper Towels, Toilet Tissue, Hand Soap and Other Dispensers) Clean Drinking Fountains Remove Waste Vacuum Cleaning Sweep Floors, stairs, entryways, elevators and landings Wet Mop Floors, stairs, entryways, elevators and landings Low Dusting (<6 feet, horizontal & vertical surfaces) Light Dusting (without dusting agent) Wash Interior Glass (Built-in Display Cases, Wall Mirrors other than Restrooms, and mounted Directory Boards).

Once A Week.

5% Deviation from performance Standard Percent calculated, by dividing the number of omissions and or defects by the number of square feet to be cleaned and disinfected multiplied by 100.

Periodic Inspections performed by the COR per frequency defined in the QASP and Validated Customer Complaints.

The same as in PRS #1.

The same as in PRS #1.

PRS # 4. Stripping Finishing Hard Surface Floors (IAW Manufacture Guidelines) Wash Interior Glass Windows Clean Window Treatments (Blinds, Interior Shutters. Drapes-dust ONLY)

The same as in PRS #1.

Performance Requirement Summary (PRS) Green Level of Services Green Performance Objective

Method of Surveillance

PRS # 1. Clean and Disinfect Restroom Floors, Toilets/Urinals, Sinks, Fixtures, Partitions, Mirrors Remove Waste in Restrooms/Clean and Disinfect Waste Containers/Replace Waste Container Liners Supply Restrooms (Paper Towels, Toilet Tissue, Hand Soap and Other Dispensers) Clean Drinking Fountains Remove Waste Vacuum Cleaning Sweep Floors, stairs, entryways, elevators and landings Wet Mop Floors, stairs, entryways, elevators and landings Low Dusting (<6 feet, horizontal & vertical surfaces) Light Dusting (without dusting agent) Wash Interior Glass (Built-in Display Cases, Wall Mirrors other than Restrooms, and mounted Directory Boards)

from performance Standard Percent calculated, by dividing the number of omissions and or defects by the number of square feet to be cleaned and disinfected multiplied by 100.

Periodic Inspections performed by the COR per frequency defined in the QASP and Validated Customer Complaints.

The same as in PRS #1.

The same as in PRS #1.

PRS # 4. Carpet Cleaning Stripping/Finishing Hard Surface Floors (IAW Manufacture Guidelines) Wash Interior Glass Windows Clean Window Treatments (Blinds, Interior Shutters. Drapes-dust ONLY)

The same as in PRS #1.

Performance Requirement Summary (PRS) Child Youth Student Services

from performance Standard Percent calculated, by dividing the number of omissions and or defects by the number of square feet to be cleaned and disinfected multiplied by 100.

Periodic Inspections performed by the COR per frequency defined in the QASP and Validated Customer Complaints.

Performance Requirement Summary (PRS) Child Development Center (CDC)

from performance Standard Percent calculated, by dividing the number of omissions and or defects by the number of square feet to be cleaned and disinfected multiplied by 100.

Periodic Inspections performed by the COR per frequency defined in the QASP and Validated Customer Complaints.

Performance Requirement Summary (PRS) Physical Fitness Center (PFC)

from performance Standard Percent calculated, by dividing the number of omissions and or defects by the number of square feet to be cleaned and disinfected multiplied by 100.

Periodic Inspections performed by the COR per frequency defined in the QASP and Validated Customer Complaints.

Legend:

N/A – Not Applicable D – Daily EOD – Every Other Day 1W – Once per Week 2W – Twice per Week 1M – Once per Month 1Q – Once per Quarter 1Y – 1 Time per Year 4Y – Four (4) times per year 2M – Twice per Year 18M – Every 18 Months EOM – Every Other Month EOY – Every Other Year

The evaluation ratings are as follows:

Very Good - Performance meets contractual requirements and exceeds some to the Government's benefit. The contractual performance of the task and sub-task being assessed was accomplished with some minor problems for which corrective actions taken by the contractor were effective.

Satisfactory - Performance meets contractual requirements. The contractual performance of the task and sub-task contain some minor problems for which corrective actions taken by the contractor appear or were satisfactory.

Marginal - Performance does not meet some contractual requirements. The contractual performance of the task and sub-task being assessed reflects a serious problem for which the contractor has not yet identified corrective actions. The contractor's proposed actions appear only marginally effective or were not fully implemented.

Unsatisfactory - Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance of the task or sub- task contains a serious problem(s) for which the contractor's corrective actions appear or were ineffective.

8.0 CORRECTIVE ACTION REPORT (CAR)

CORRECTIVE ACTION REPORT (CAR)

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

7. DEFICIENCY MAJOR 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)

9. ISSUING AUTHORITY

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

11. COR DETERMINATION ACCEPTED REJECTED

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