47PB0020R0050 Exhibit 02 QASP.docx

EXHIBIT 02 - QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

CONTRACT No. 47PB0021_____

INTRODUCTION

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

In accordance to Federal Acquisition Regulation (FAR) Part 37.6, 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. The role of the GSA is quality assurance by ensuring that the Contractors are achieving the performance quality levels required under the custodial and related services contracts and focusing on the Contractors' quality control programs. The GSA periodically validates the execution of the Contractors' quality control programs by reviewing such areas as the Contractors' inspection forms, service call logs, tenant reports, tenant satisfaction surveys, and the timeliness of corrective actions.

Inspections conducted through the QASP and histories of Contractor performance in the “Contractor Performance Assessment Reporting System (CPARS)” or successor system assist GSA in obtaining those services that are contracted and delivered as agreed upon. The systems also help ensure that contract awards and deductions are executed in accordance with the contract requirements. The regional Property Management operations office is responsible for capturing the appropriate Contractor performance information that will be entered into CPARS by the CO or their designee.

A. PURPOSE OF THE QASP

1. The QASP is intended to accomplish the following:

· Defines the roles and responsibilities of participating government officials.

· Identifies the performance objectives based upon the PWS.

· Identifies the performance quality level standards in accordance with FAR 37.601(b)(2).

· Describes the methods of surveillance for the GSA to identifying quality levels in addition to the Contractor’s existing quality assurance systems in accordance with FAR 12.208.

· Establishes 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 their designee.

· Establishes timeframes for communication and performance improvement if needed.

· Establishes specified procedures for equitable prce reduction or adequate consideration when services are not performed or do not meet contract requirements in accordance to FAR Clause 52.212-4(a).

2. The Contractor has developed a Quality Control Plan (QCP) that establishes procedures and responsibilities for controlling the quality of work to be performed. The Contractor is responsible for the implementation of the QCP.

B. ROLES AND RESPONSIBILITIES OF GOVERNMENT OFFICIALS

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

_____ or person designated by the CO shall serve as the Contracting Officer Representative (COR). The COR is responsible for monitoring, assessing, recording, and reporting on the performance of the Contractor. The COR shall have the primary responsibility for completing the forms that will be used to evaluate the Contractor’s performance.

_____ or person designated as the CO shall have overall responsibility for overseeing the Contractor's performance. The CO shall be responsible for the monitoring of the Contractor's performance in the areas of contract compliance and contract administration, reviewing of COR's assessments of Contractor performance, and resolving any discrepancies that may arise between the parties involved.

C. TYPES OF WORK TO BE PERFORMED

1. The Contractor performance in providing the following custodial and related services shall be evaluated by the Government.

· Standard Services

· Interior

· Exterior

· Above Standard Services

· Service Calls

· Communication Plan

· Solid Waste/Trash Disposal and Removal

· Recycling

· Environmental/Recycling Reporting

· Integrated Pest Management Plan

· Other services or requirements as specified in Section C

D. METHODS OF SURVEILLANCE

The method of surveillance is based on the performance criteria of the contract terms and specifications. Each requirement describes the tasks to be performed and the standard for successful performance. The GSA intends to monitor and evaluate the Contractor's performance based on any or all of the following four (4) surveillance methods:

· Periodic Surveillance Inspections: This method consists of selected surveillance tasks by the Government that do not require 100% inspection or are performed on a random basis. The CO or their designee shall evaluate the Contractors reports, surveys, etc., on a weekly, biweekly, monthly or quarterly basis.

· Tenant Interviews: All tenant concerns received through the CO or their designee shall be documented and evaluated on a planned schedule developed by the CO or their designee. This method will help the CO or their designee focus on areas that require further action from the CO.

· Service Call Documentation: This method of surveillance shall provide information to the CO or their designee such as identification of the types of service calls received, frequencies, corrective action(s) taken, timeliness of completion, and any other pertinent data. At a minimum, this method shall be performed on a monthly basis.

· Tenant Satisfaction Surveys: The Gallup Organization conducts surveys for one-third of GSA’s tenants in Government-owned and leased buildings annually. These surveys include questions specific to the cleanliness of GSA's buildings including elevator cleaning, restroom supplies, restroom cleanliness, the lobby, common areas, workspace, and frequency of cleaning. 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. The CO or their designee shall take appropriate measures, such as reviewing the survey comments, obtaining further feedback from the tenants as required or sharing of the scores with the Contractor to establish a plan of corrective action.

E. QUALITY ASSURANCE FORMS AND REPORTS

Inspection Form: The GSA 1181-A or one of the equivalent forms, all provided in Exhibit 3, can be used to document and evaluate the Contractor's performance. The CO or their designee shall evaluate each event in accordance with the performance standards and performance requirements stated in the PWS. All tasks that are considered to have an unacceptable performance shall be substantiated and documented on the GSA 1181-A form or its equivalent. The form shall be completed and submitted to the Contractor within 24 hours. The Contractor shall return the GSA 1181-A form or equivalent form identifying the corrective action taken, within time allotted by the CO or their designee.

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

F. ANALYSIS OF SURVEILLANCE RESULTS

Monthly CO Report: At the end of each month the CO or their designee shall summarize the overall results of the Contractor’s performance for the previous month. 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 shall also discuss with the Contractor an event or trend that indicates unacceptable performance.

CUSTODIAL QASP STANDARDS

SUSTAINABLE PURCHASING

GREEN PURCHASING PLAN

Shall use sustainable cleaning products, processes and equipment Shall track and report types, costs and amounts of sustainable cleaning products and materials purchased including those mandatory products meeting KSP standards

FLOOR CARE

BARE FLOORS

(lobbies, corridors, restrooms, etc.)

Wet Mopping Floors, base moldings and grout shall be clean and free of debris, including but not limited to, dirt, water streaks, mop marks, strings, gum, tar and other foreign matter. The floors shall maintain their natural luster and not have a dull appearance.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation

No spots, smears, crusted material, or spills.

No fuzzing caused by harsh rubbing or brushing of carpet.

Standard and Above Standard Services Interior

Standard Services Interior

Restrooms shall be free of discarded materials and trash shall be emptied to prevent the containers from overflowing.

Horizontal Surfaces

Standard and Above Standard Services Interior / Exterior

Preference to native plants that support pollinator habitats.

- Shall perform collection, removal, recycling and related activities agreed upon by the Government and Contractor based on the solid waste/trash audit final report.

- Shall remove solid waste/trash from building premises.

- Pick-ups of solid waste/trash may be required. Pick-ups of solid waste/trash shall be accomplished within 24 hours of CO or their designee notification.

100% Inspection

- Recyclable materials are recycled and not placed in landfills.

Shall submit information on sustainable purchasing practices specific to the performance of this contract including KSP products used and USDA bio-based products purchased, environmentally sustainable CPG products and non-sustainable products if required.

- List of chemicals and purchased price for IPM.

- Shall maintain documentation to support all the above reported activities.

Shall identify all areas including equipment, structural features or practices that contribute to pest infestation.

Application of pesticides shall not be used in areas that promote and support habitats for pollinators.