47PB0019R0002_Solicitation_Exhibit_10_QASP.pdf

U.S. General Services Administration Public Buildings Service New England Region

Solicitation 47PB0019R0002 JFK Operations and Maintenance

Exhibit 10 Quality Assurance Surveillance Plan (QASP)

Introduction

This Quality Assurance Surveillance Plan (QASP) is designed to provide the General Services Administration (GSA) with an effective surveillance method of monitoring and evaluating the Contractor's performance under a Performance-Based Statement of Work (PBSOW) for operation and maintenance services.

In accordance with Federal Acquisition Regulation (FAR) Part 37.601, performance-based Contracting methods are intended to ensure that the required performance quality levels are achieved and that the total payment is related to the degree that services performed or outcomes achieved meet Contract standards. GSA’s role in quality assurance is to ensure that the Contractors are achieving the quality levels established in the operation and maintenance services Contracts and focuses on the Contractors’ QCP. GSA periodically validates the execution of the Contractors' quality control programs by reviewing such areas as the Contractors' inspection forms, Work Request / Work Order logs, tenant reports, tenant satisfaction surveys, and the timeliness of corrective actions.

A. PURPOSE OF THE QASP

The QASP is intended to accomplish the following:

● Define the roles and responsibilities of participating Government officials.

● Identify the performance objectives based upon the PBSOW in accordance with FAR Part

46.401(a) (1).

● Identify the performance quality level standards in accordance with FAR Part 37.601(a)

(2).

● Describe the methods of surveillance for GSA to identify quality levels in accordance with

FAR Part 46.401(a) (2).

● Establish a method to provide feedback to the Contractor regarding quality and timeliness of the service performance, i.e., copies of inspection forms, copies of tenant reports, data on tenant satisfaction scores; and any other drivers or measures of performance that are required by the CO or designee

● Establish timeframes for communication and performance improvement if needed.

● Establish specified procedures for changes to the Contract price when services are not performed or do not meet Contract requirements in accordance to FAR Part 37.601(a) (3).

● Ensure the Contractor has developed and implemented a QCP establishing procedures and responsibilities for controlling the quality of work performed.

B. ROLES AND RESPONSIBILITIES OF GOVERNMENT OFFICIALS

The following Government officials will participate in assessing the quality of the Contractor's performance. Their roles and responsibilities are described as follows:

1. Stephen Ricci or person designated by the CO will serve as the designee or COR. The COR is responsible for monitoring, assessing, recording, and reporting on the performance of the Contractor. The CO or their designee shall have the primary responsibility for completing forms that will be used to evaluate the Contractor’s performance. In addition, the COR or designee shall use the Contractor Performance System (CPS) to document the Contractor’s performance.

2. Stephen Ricci or person designated as the CO will have overall responsibility for overseeing the Contractor's performance. The CO shall be responsible for monitoring the Contractor's performance in the areas of Contract compliance and Contract administration.

The CO will review the COR or designee's written inspections and assessments of the Contractor’s performance and resolve any discrepancies that may arise between the Contractor and COR or their designee. In addition, the CO shall use the Contractor Performance System (CPS) to document the Contractor’s performance.

C. TYPES OF WORK TO BE PERFORMED

1. The Contractor’s performance in providing the following operation and maintenance services shall be evaluated by the Government:

a. Existing deficiency list

b. Building operating plan

c. Equipment inventory

d. Monthly progress reports

e. Reference library

f. Building management support services

g. Operational requirements

h. Work Request / Work Orders

i. Tours

j. Maintenance program

k. Water treatment

l. Oil analysis

m. Lamp and ballast replacements

n. Repairs

o. Safety and environmental

p. Fire Protection and Life Safety equipment and systems

q. Environmental/recycling reporting

r. Other services

D. METHODS OF SURVEILLANCE

The method of surveillance is based on the performance criteria of the Contract terms and specifications. Each requirement will describe the tasks to be performed and the standard for successful performance. GSA intends to monitor and evaluate the Contractor's performance based on any or all of the following surveillance methods:

1. Periodic Surveillance Inspections: This method consists of selected surveillance tasks by the Government that do not require 100 percent inspection, or are performed on a random basis. The CO or their designee will evaluate the Contractor’s reports, surveys, etc.

on a weekly, biweekly, monthly, or quarterly basis.

2. Tenant Interviews: All tenant concerns received through the CO or their designee will be documented and evaluated on a planned schedule developed by the CO or designee.

This method may help the CO or their designee focus on areas that may require further action from the CO.

3. Work Request / Work Order Documentation: This method of surveillance will provide information to the CO or designee, such as identification of the types of Work Request / Work Orders received the frequencies of Work Request / Work Orders, corrective action taken, timeliness of completion, and any other pertinent data. At a minimum, this method shall be performed on a monthly basis.

4. Tenant Satisfaction Surveys: The Gallup Organization conducts surveys for our GSA’s tenants in Government-owned and leased buildings. These surveys gather important data in many areas, including specific categories pertaining to the operation and maintenance of GSA's buildings. The surveys provide the CO or their designee with satisfaction scores that can be further evaluated to determine if there are any weaknesses within the various programs. There are various measures that can be taken, such as reviewing the survey’s comments, obtaining further feedback from the tenants, or sharing the scores with the Contractor to establish a plan of action.

E. QUALITY ASSURANCE FORMS AND REPORTS

Inspection Form: Inspection Form: The GSA-3423 form will be used to document and evaluate the Contractor's performance. The COR will evaluate each event in accordance with the performance standards and performance requirements stated in the PBSOW. All tasks that are considered to have unacceptable performance shall be substantiated and documented on the GSA-3423 form. The form will be completed and submitted to the Contractor within 24 hours. The Contractor shall return the GSA-3423 form identifying the corrective action taken within time allotted by the COR.

Inspection of Services Clause: The CO shall fill in applicable commercial or non-commercial clause as appropriate, i.e., FAR Part 52.246.4 paragraphs (e) and (f).

F. ANALYSIS OF SURVEILLANCE RESULTS

Monthly CO Report: At the end of each month the COR will summarize the overall results of the Contractor’s performance for the previous month and send to the CO. If appropriate, the CO may investigate the event(s) further to determine if all the facts and circumstances surrounding the event(s) are accurate. The CO may discuss with the Contractor an event or trend that indicates unacceptable performance.

QASP STANDARDS

Performance-Based Task

Services to Be Inspected

Standard for Successful Performance

Quality Assurance

Surveillance Method

Incentive & Disincentive

7.1 Existing Deficiency

Inspection/Initial Deficiency Report

A thorough and systematic initial inspection and inventory of all equipment and systems

A complete and accurate deficiency list and inventory must be completed and submitted within the initial timeframe.

The Government will evaluate through periodic inspections, and Work Request / Work Order documentation.

Failure to provide within 30 calendar days will result in the basic monthly payment being reduced by 5%

5.3.1 & 5.3.3 Equipment Inventory

Ongoing upkeep of equipment inventory and the provided annually certified inventory.

Equipment inventory must be kept accurate and up to date with all required information. A complete inventory must be submitted and certified annually.

The Government will monitor inventory information monthly as added within the NCMMS for completeness and accuracy.

The Government will review the annually certified inventory for completeness and accuracy.

The Government will deduct 5% of basic monthly payment, up to 6% of the basic annual contract payment.

Startup Phase.

7.2 Transition Phase

The Contractor must provide all start up services necessary to provide seamless operation of all building systems.

Adjustment to controls, BAS

Submission and review of all required building documentation without failures in providing service to our customers.

Receipt and verification of specified work.

Failure to provide within 60 calendar days will result in the basic monthly payment being reduced by 10%.

1.2 Personnel

1.2.3 Communication

Equipment

Contractor must staff and provide communication methods to ensure services are adequately provided to the tenant.

Quality and quantity of staffing and methods of communication ensure adequate response to all Contract requirements.

Receipt and verification of specified work.

Failure to provide within 30 calendar days will result in the basic monthly payment being reduced by 5%.

1.10 Documentation and

Records

All records required by the Contract must be accurate and available for inspection.

Records must be organized, up to date, and reflect actual conditions.

accurate on-site records within 15 calendar days will result in the basic monthly payment

5%.

5.12 Work Orders

Work Request / Work Order record keeping using the computerized maintenance management system (NCMMS).

Maintenance records are accurate and current and are properly populated within the NCMMS to document historical maintenance efforts during the life cycle of the facility.

will result in a 5% deduction in the basic monthly payment.

5.2 Building Operating

Plan

BOP must detail all aspects of the Contractor’s performance of the Contract and building equipment and system information.

Energy consumption must be monitored by the Contractor for indicators of inefficient operation.

BOP must be submitted and address all items

Failure to provide within 60 calendar days from initial startup date will result in the basic monthly payment being reduced by 5%.

5.15 Monthly Progress

Report

Reports of Contractor progress and activities must be provided monthly.

All reports must be thorough, accurate and submitted on time as required by the Contract.

within the 5th business day of each month will result in the basic monthly payment

5.16 Reference Library

Information in the form of a reference library must be provided by the Contractor.

All required documents are to be included in the reference library and must be complete and up to date.

updates within 30 calendar days will result in the basic monthly payment

Work Request / Work Orders

5.12.1 General .

Work Request / Work Orders must be received, tracked, and responded to in accordance with Contract requirements.

All routine, emergency, and urgent Work Request / Work Orders are responded to as required by the Contract and repairs are completed within specified timeframes.

will result in the basic monthly

5.6 Energy and Water

Efficiency

Reports must contain monthly energy usage compared to last year and recommendations on improvement

Control systems must be operated to provide maximum efficiency as measured by energy consumption per gross sq.

ft. while providing tenant comfort

Failure to provide will result in a 5% deduction in the basic monthly

Tours.

5.10 Tours

Tours must be conducted and documented in accordance with Contract requirements.

All tours must be conducted and documented as required and will reflect actual conditions. Adjustments will be made as needed.

Failure to provide within the monthly report will result in the basic monthly payment

Logs and check sheets must be adequate to track operating hours and equipment performance history.

Leak testing.

5.5.2.3 Testing/Inspections

5.5.2.4 Reporting

6.3.5 Testing/Inspections

6.3.6 Reporting

Refrigerants leaks must be avoided and detected as early as possible.

Leak testing for refrigerants must be performed and documented in accordance with the BOP.

within the monthly report will result in the basic monthly payment

6.3.5 Testing/Inspections

Condensate pans must be clear and algae free at all times.

On at least a monthly basis, tours must include inspection and treatment of condensate pans with appropriate biocide to ensure proper drainage.

results within the monthly report will result in the basic monthly

5.4.9 Disruptive or

Hazardous Equipment

Tenants must not be unnecessarily disrupted during repairs or procedures.

All disruptive tool use during normal working hours must be approved by the CO or their designee and welding and burning must be approved via GSA Form 1755. The CO must approve in advance any work that will disrupt lighting, utilities, and space conditioning.

report will result in the basic monthly payment

1%.

6.7. Domestic Plumbing

Systems

Plumbing and drain systems must be maintained and in good working order.

All drain systems must be clear and kept functional at all times.

If the problem is identified for more than one month it will result in a 5% deduction from the basic monthly

Maintenance program.

Equipment must be maintained to the minimum standard established in the Contract and developed by the

Minimally, the Contractor must perform preventive maintenance in accordance with the manufacturer’s recommended standards for all equipment requiring a preventive maintenance procedure. The Contractor must be required to use the specified NFPA Codes and Standards in this document to perform inspections, testing, and preventive maintenance of fire protection and life safety systems and

Failure to provide the service within the month and not submitted and approved for rescheduled for the next month.

Result in up to 50% deduction from basic monthly payment.

6.6 HVAC Water

Management

The Contractor must provide for an effective water treatment program including equipment, monitoring, reporting, etc.

equipment. In addition, the Contractor shall be required to follow the specific testing and inspection frequencies and methods specified in such NFPA Codes and Standards. The Contractor must record such inspection, testing, and services on the appropriate NFPA inspection form.

The Contractor must perform water treatment, monitoring, and testing in accordance with the Contract requirements.

report will result in the basic monthly payment being reduced by 5%.

6.11 Oil analysis and oil

changes

Oil analysis and oil changes must be documented.

perform initial and periodic oil analysis and oil changes in accordance with the Contract provisions.

report will result in the basic monthly payment

6.8.3 Maintenance

Quality, energy-efficient replacement lamps and ballasts must be used by the perform lamp and ballast replacements in accordance with the Contract provisions

Failure to replace with energy efficient and low mercury lamps with 5 calendar days will result in the basic monthly

6.13 Architectural and

structural systems

Interior and exterior building architectural and structural systems must be maintained in good repair.

conduct inspections, repairs, replacements, and touch up painting and patching to match existing finishes as required by Contract provisions.

Failure to remedy the deficiency within 5 calendar days will result in the basic monthly

5.4.12 Labeling and

Signage.

6.13.6 Directories

Signage must be up to date and in good repair.

Signage must be updated and repaired as required.

Failure to remedy the deficiency within 5 calendar days will result in the basic monthly reduce by 5%

Labeling.

The Contractor must label equipment, storage areas and workspaces in

Failure to provide deduction from accordance with OSHA standards immediately after commencement of the Contract if such labels are not already in place.

Finishes maintenance.

All finishes must appear neat and have an esthetically appealing appearance.

maintain and touch up building finishes in a professional manner.

basic monthly

Repairs.

5.11 Repairs

Safety and environmental management.

5.4.3 Scheduling and

record keeping

All repairs must be performed in a timely professional manner, using quality parts and materials.

Scheduling and record keeping.

perform repairs in accordance with the provisions of the Contract including timeliness of response, invoicing, thresholds, replacement part quality standards, and warranty provisions.

All required safety and environmental tests, certifications, permits and other procedures required in this document must be scheduled in the NCMMS work order system, and documented in the NCMMS. In addition, the Contractor must maintain copies of all such tests, certifications, permits and other required records.

basic monthly within 30 calendar days will result in a 5% deduction from

5.5.2 Refrigerant control

and certification

Refrigerant control and certification.

control refrigerants and maintain records in accordance with EPA, GSA, and appropriate Air Quality Management District standards. The Contractor must take immediate action to contain refrigerant leaks and must report any leaks to the CO or designee.

within the 1st 5 business days will result in a 5% deduction from

5.5.3 Local Air Quality

Management Operating Permits

AQMD operating permits.

The Contractor must be familiar with the requirements of the Local Air Quality Management District (AQMD), and shall be responsible for

Failure to provide within the monthly report will result in the basic monthly payment obtaining operating permits for boilers, generators, and other emissions-producing equipment regulated by the district.

5.5.5 Fuel Storage Tank

Management.

Above and Underground Storage tanks.

The Contractor is responsible for complying with all Federal, State, and Local requirements for the periodic inspection, monitoring, permitting, certification and maintenance of Above and Underground Storage tanks.

service certification within 60 days of award and within 30 days of all subsequent anniversary dates of the contract will result in the basic monthly payment being reduced by 5%

5.5.7 Polychlorinated

biphenyls (PCBs) control.

Polychlorinated biphenyls (PCBs) control.

inspect all transformers containing (PCBs) and maintain records of such inspections in accordance with State, Local, and Environmental Protection Agency (EPA) regulations.

report will result in the basic monthly payment

5.5.9 Disposition of

Hazardous Waste

Hazardous waste.

ntractor must be cognizant of, and comply with, all Federal, State, and Local laws and regulations related to the disposal (landfill, sewer discharge, etc.) of hazardous waste and materials used or removed in the performance of the Contract or discharged by the building, and must comply with all such requirements, to include record keeping requirements.

deduction from

5.5 Electrical Safety Electrical safety.

comply with NFPA 70E when working on or around electrical equipment or systems.

The Contractor must ensure that areas restricted to qualified personnel are secured and properly labeled.

Failure to provide will result in a 5% deduction from

5.4.6 Lock out/tag out.

Lock out/tag out.

develop a lockout/tag out program in accordance with 29 CFR 1910. The program must include all anticipated energy sources, including but not limited to electricity, steam, pressurized fluids, and mechanical energy.

deduction from

5.4.7 Confined spaces

Confined spaces.

ntractor must identify and label all confined spaces in accordance with OSHA requirements.

The Contractor must develop a confined space entry permit system for all permit- required confined spaces within 60 calendar days of commencement of the Contract.

deduction from

5.5.8 Asbestos

Management.

Asbestos management.

The Contractor shall be expected to occasionally perform Class III and Class IV asbestos work as defined in 29 CFR

1910.26.1101. The

Contractor must be prepared to deal with asbestos on a small scale, short duration basis to effect emergency repairs and to clean up small spills. The Contractor must protect building tenants, visitors, and employees from asbestos exposure. The Contractor must comply with applicable National Institute of Building Sciences (NIBS) and OSHA standards.

Failure to provide will result in a 5% deduction from

5.4.11.2 Hazard

Communication Plan

Hazardous materials.

The Contractor must make material safety data sheets (SDSs) available to their employees in accordance with 29 CFR 1910.1200.

deduction from

Key Sustainable Product (KSP) Standards

The Contractor shall provide the required data submittals to the CO or their designee prior to the start of each contract year.

Failure to provide will result in a 5% deduction from

5.5.10 Backflow

prevention devices

Backflow prevention devices.

Backflow prevention devices used on water-based fire suppression systems must be inspected, tested and maintained according to

NFPA 25.

deduction from

5.5.11 Potable water

systems.

Potable water comply with the Safe Drinking Water Act, PL 99- 339, as amended, and the EPA Safe Drinking Water regulations (40 CFR 141.43, Sections A and D), that address the quantity of lead allowable in new installations or repairs to existing drinking water systems and/or plumbing.

Potable water systems which are repaired, modified, serviced, or breeched in any way must be disinfected and flushed prior to returning the system to service. Abide by the PBS 1000.7, Drinking Water Quality deduction from

5.9 Fire Protection and

Life Safety Equipment and Systems.

Fire alarm system.

responsible for meeting the inspection, maintenance, testing frequencies, and testing methods outlined in NFPA

72. Documentation of the above mentioned inspection, maintenance, and testing results must be recorded on the applicable Inspection and Testing Form from NFPA 72.

Fire alarm system testing, maintenance and repair shall be performed during normal business hours when it does not interfere with building operations.

When such testing, maintenance or repair will interfere with building operations; it shall be performed after normal business hours without

Failure to provide will result in a 5% deduction from the line item rate for that month.

additional costs to the government, unless approved otherwise by the CO or designee provide a fire watch in areas left unprotected until the fire alarm system is completely restored to service. In no case shall the fire alarm systems be left in a disabled condition without notifying the CO or designee.

ensure that the fire alarm system is maintained operable at all times except while being tested or repaired. It is essential that the Contractor carefully schedule with the building manager all non emergency shutdowns of the fire alarm system and that back up protection be provided by the Contractor (arrangement of additional personnel stationed at the fire alarm system control panel) any time the fire alarm system is out of service for more than 4 hours. In addition, regardless of the duration of the shutdown, the affected portion of the system must be tested to ensure that the protection has been restored.

In addition, during any period in which there is no capability for the fire alarm system to transmit fire alarm signals to a supervising station, the Contractor must maintain a fire watch in accordance with GSA guidelines.

The Contractor must utilize qualified personnel meeting the applicable requirements in Section 1.2.7.1, Qualification of Technicians. in performing any task associated with this contract

5.9.3 Water-based fire

suppression system

Water-based fire suppression system the inspection, maintenance, testing frequencies and testing methods outlined in NFPA 25.

Water-based fire suppression system testing, maintenance and repair shall be performed during normal business hours when it does not interfere with building operations. When such testing, maintenance or repair will interfere with building operations; it shall be performed after normal business hours without additional costs to the government, unless approved otherwise by the CO or designee.

provide a fire watch in areas left unprotected until the water-based fire suppression system is completely restored to service. In no case must any water based fire suppression system be left in a disabled condition without notifying the CO or designee.

ensure that the sprinkler system is maintained and operable at all times except while being tested or repaired. It is essential that the Contractor carefully schedule with the building manager and CO or their designee all non emergency shutdowns of the sprinkler system and

Failure to provide will result in a 5% deduction from that back up protection be provided by the Contractor any time the sprinkler system is out of service for more than 4 hours. In addition, regardless of the duration of the shutdown, the affected portion of the system must be tested to ensure that the protection has been restored.

5.9.4 Fire Rated doors and

assembles.

Fire Rated doors and assembles.

meeting the applicable requirements in Section 1.2.7.1, Qualification of Technicians. in performing perform inspections, tests and maintenance or repairs in accordance with the current edition of NFPA 80 and NFPA 101.

the inspection, maintenance, testing frequencies, testing methods, and documentation requirements outlined in NFPA 80 and NFPA 101.

deduction from

1.2.7.1 Qualifications of

Fire Alarm System Technicians

5.9.5 Fire Damper and

Fire Damper and qualified personnel meeting the applicable requirements in Section 1.2.7.1, Qualification of Technicians. in performing perform inspections, tests, Failure to provide will result in a 5% deduction from combination fire/smoke dampers.

combination fire/smoke dampers.

and maintenance or repairs in accordance with the current edition of NFPA 80. Maintenance of combination fire/smoke dampers must also meet the requirements contained in NFPA 105.

the inspection, maintenance, testing frequencies, testing methods, and documentation requirements outlined in

NFPA 80.

The Contractor must utilize qualified personnel meeting the applicable requirements in Section 1.2.7.1, Qualification of Technicians. in performing

5.9.6 Smoke door

assemblies.

Smoke door assemblies.

and maintenance or repairs in accordance with the current edition of

NFPA 105.

The Contractor must utilize qualified personnel meeting the applicable requirements in Section 1.2.7.1, Qualification of Technicians. in performing the inspection, maintenance, testing frequencies, testing methods, and documentation

NFPA 105.

deduction from

5.9.7 Smoke dampers

Smoke dampers.

perform inspections, tests

Failure to provide will result in a 5% and maintenance or

NFPA 105.

the inspection, maintenance, testing frequencies, testing methods, and documentation requirements outlined in

NFPA 105.

The Contractor must utilize qualified personnel meeting the applicable requirements in Section 1.2.7.1, Qualification of Technicians. in performing and maintenance or repairs in accordance with

NFPA 10.

meeting the applicable requirements in Section 1.2.7.1, Qualification of Technicians. in performing the inspection, maintenance, testing frequencies, testing methods, and documentation

NFPA 10.

5.9.9 Non-water based fire

extinguishing systems

Non-water based fire extinguishing

The Contractor must perform inspections, tests and maintenance in accordance with the current edition of the applicable NFPA standards (e.g., NFPA 12, 12A, 17, 17A, 96, 2001, etc.).

the inspection, maintenance, testing frequencies, testing methods, and documentation requirements outlined in the applicable NFPA standards (e.g., NFPA 12, 12A, 17, 17A, 96, 2001, etc.).

The Contractor must utilize qualified personnel meeting the applicable requirements in Section 1.2.7.1, Qualification of Technicians. in performing payment

5.9.10 Smoke control

systems

Smoke control and maintenance or repairs in accordance with

NFPA 92.

the inspection, maintenance, testing frequencies, testing methods.

The Contractor must utilize qualified personnel meeting the applicable requirements in Section 1.2.7.1, Qualification of Technicians. in performing deduction from

5.9.11 Emergency and

Standby Power Systems

Emergency and Standby Power Systems

The Contractor must perform inspections, tests, and maintenance or

Failure to provide

NFPA 110 and NFPA 111 The Contractor must utilize qualified personnel meeting the applicable requirements in Section 1.2.7.1, Qualification of Technicians. in performing

5.9.12 Emergency lighting

systems and exit signage.

Emergency lighting systems and exit signage.

and maintenance or repairs in accordance with

NFPA 101.

meeting the applicable requirements in Section 1.2.7.1, Qualification of Technicians. in performing the inspection, maintenance, testing frequencies, testing methods, and documentation

NFPA 101.

deduction from

Vertical transportation system maintenance.

RESERVED RESERVED RESERVED

5.14.2 Miscellaneous

work.

The Contractor must provide labor hours and parts and supplies as requested by the CO or designee.

provide labor hours as requested by the CO to perform tasks in a timely manner.

deduction from

5.5 Environmental

Green Cleaning Sustainable Purchasing Green Purchasing Plan

Shall use sustainable cleaning products, processes and equipment -Shall track and report types, costs and amounts of sustainable cleaning

100% Inspection Failure to provide will result in a 5% deduction from products and materials purchased including those mandatory products meeting KSP standards

Green Purchasing Tracking

Shall track and report and amounts of sustainable cleaning products and materials purchased.

Furnish records upon request deduction from

Recycle Content Product Purchase Annual Reporting

Annual report on recycle products if applicable

Failure to provide will result in a 5% deduction from