47PB0023R0029 Exhibit 03 QASP.pdf

EXHIBIT 3 - QUALITY ASSURANCE SURVEILLANCE PLAN

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 (PWS) 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 Contractor’s Quality Control Plan (QCP). GSA periodically validates the execution of the Contractor’s QCP programs by reviewing such areas as the Contractors' inspection forms, service request 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 PWS 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. The person or person(s) designated by the CO in writing will serve as the designee or COR and/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. The 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 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

The Contractor’s performance in providing the following BMC systems operation and maintenance support services shall be evaluated by the Government:

1. GENERAL DESCRIPTION OF WORK

2. PERIOD OF PERFORMANCE

3. PRICE SCHEDULE

4. SCOPE OF WORK

4.0. Contract Overview

4.1. Transition Related Services

4.2. Use of the National Computerized Maintenance Management System (NCMMS) and GSAlink Applications

4.3. Application Support

4.4. Engineering Support

4.5. Building Automation Systems Operations, Maintenance, and Updates

4.6. Utility Hours (Ad Hoc Services)

4.7. General Work Request, & Corrective Maintenance Response Timeframes

4.8. Repairs / Shared-Liability Repair Requirements

4.9. Additional Service Requests & Indefinite Quantity Provisions

5. RECORD KEEPING

6. ADMINISTRATIVE & COMMUNICATION REQUIREMENTS

6.0. General Administrative & Communication Requirements

6.1. Project and Progress Meetings

6.2. Monthly Progress Reports

6.3. Administrative Requirements

7. GOVERNMENT FURNISHED EQUIPMENT

8. UNLIMITED RIGHTS TO DATA AND SOFTWARE; SOFTWARE LICENSING

9. REQUIREMENTS FOR GSA IT SYSTEMS

9.0. General Requirements for GSA IT Systems

10. PERSONNEL SECURITY - HOMELAND SECURITY PRESIDENTIAL DIRECTIVE (HSPD- 12) AND BACKGROUND

INVESTIGATIONS REQUIREMENTS

11. DISRUPTIVE ACTIVITIES

12. COMPLIANCE WITH REGULATORY REQUIREMENTS

13. FUTURE COMPETITION

14. THE ROLE OF GOVERNMENT PERSONNEL AND RESPONSIBILITY FOR CONTRACT ADMINISTRATION

14.0. Contracting Officer (CO)

14.1. Contracting Officer’s Representative (COR)

14.2. Onsite Property Management

14.3. O&M Services Contractors

15. NOTICES AND CORRESPONDENCE

16. PERSONNEL QUALIFICATIONS

17. QUALITY CONTROL PROGRAM

17.0. General Quality Control Program Requirements

17.1. Quality Control Plan

17.2. Quality Assurance

18. SUBMITTALS AND DEADLINES

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 & Property Management Interviews: All tenant and GSA Property Management 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. Service Request Documentation: This method of surveillance will provide information to the CO or designee, such as identification of the types of service requests received, the frequencies of service requests, corrective action taken, timeliness of completion, and any other pertinent data. At a minimum, this method shall be performed on a monthly basis.

4. Work Order Feedback Surveys: Work Orders created in the NCMMS send requests for feedback upon completion of Work Requests. 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, GSA Onsite Property Managers, O&M Services Contractors, or sharing the scores with the Contractor to establish a plan of action.

E. QUALITY ASSURANCE FORMS AND REPORTS

Evaluation Form: Contractor evaluation forms 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 PWS. All tasks that are considered to have unacceptable performance shall be substantiated and documented on the evaluation form in the NCMMS. The form will be completed and submitted to the Contractor within 24 hours of completion. Any work identified as not meeting the requirements of the contract will be issued a corrective action follow-up work order in the NCMMS. The Contractor shall complete the work order within time allotted by the COR. Following the completion of the work, the Contractor will update the work order record in the NCMMS identifying the corrective action taken.

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 Evaluation Form: At the end of each month the COR will summarize the overall results of the Contractor’s performance for the previous month and file the form into EASi. 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

Acceptable Quality Level

(AQL)

Calculation Incentive / Disincentive

Initial Deficiency Inspection/Li st

A thorough and systematic initial inspection and inventory of all equipment and systems performed during the transition phase and itemized report

A complete and accurate deficiency list and inventory must be completed and submitted within the prescribed time-frame.

Items that cannot be inspected are provided with an inspection schedule. Pricing for those items selected by the COR with a price expiration period is provided.

The Government will review the deficiency list for accuracy, completeness, and timeliness of delivery.

100% of IDI/L are received on-time, all scheduled inspections completed within the timeframes as approved.

Number of IDI/L are completed on-time and as approved divided by the total number of

IDI/L

deliverables required.

Acceptable, on-time, or well-detailed deliverables may result in increased

CPARS

evaluation.

Failure to provide acceptable, and / or on-time deliverables will result in a deduction of no more than 5% of the Transition phase price.

Transition Phase.

The Contractor must provide all transition services, deliverables, and communication necessary to provide seamless operation of all building systems.

Submission and review of all required building documentation.

No reported downtime or complaints regarding service levels, and no failures in providing service to customers.

will evaluate Transition Phase activities through regular progress meetings, meetings with stakeholders, and review of Transition Phase deliverables.

95% of deliverables are accurate, completed, and received on-time.

No more than two preventable complaints (as determined by the COR) received regarding service level, degradation or delays in services being provided.

Number of deliverables required provided accurate, complete, and on-time / Number of deliverables required

Acceptable, on-time, or well-detailed deliverables may result in increased

CPARS

evaluation.

Failure to provide acceptable, and / or on-time deliverables and services will result in a deduction of no more than 5% of the Transition phase price.

If more than two formal COR validated complaints are received, the full 5% deduction will be assessed for the Transition Phase price.

Staffing and ability to

Contractor must staff and provide

Quality of staffing, staffing attendance, The Government will review

100% of all initial

Number of communication

Acceptable, on-time, or well-

Services to Be Inspected

Standard for Successful

Performance

Quality Assurance Surveillance

Method

Acceptable Quality Level

(AQL)

Calculation Incentive / Disincentive communicat e with CO.

communication methods to ensure services are adequately provided to the buildings.

and methods of communication are within the requirements of the contract and ensure adequate response to all Contract requirements.

Changes to the staffing plan approved by the CO or designee.

communications plans, and evaluate the effectiveness of Contractor communications.

The Government will review Contractor staffing levels, and skill-sets to perform the contract requirements.

communication plans and future plan updates are received in the required timeframes.

No more than one complaint regarding communication failures per monthly reporting period.

plans delivered on-time divided by the number of total plans required.

More than one communication related complaint received in a monthly reporting period.

detailed deliverables may result in increased

CPARS

evaluation.

Failure to provide acceptable, and / or on-time deliverables, or more than one communication related, COR validated, complaint in a monthly reporting period will result in a deduction of no more than 5% of the monthly contract price and may result in decreased CPARS ratings.

Quality Control

The Contractor’s QCP shall ensure Contract compliance, and act to ensure that potential problems with building services, equipment and systems are identified, documented, and resolved prior to failure. The Contractor shall create and implement data collection and analysis plans to continually monitor and improve efficiency in operations, resource consumption, environmental impact and tenant satisfaction.

Demonstrates continuous improvement of services provided.

The QC plan shall detail the methods, frequencies, documentation, and remedies for ensuring that work performed is of the highest quality. It shall describe procedures for correcting problems, data gathering, improving efficiencies, and addressing quality assurance findings. The Contractor shall further customize the QC plan to meet facility specific conditions. The QC plan shall describe the Contractor’s overall approach, methods, roles and responsibilities relating to Quality

The Government will evaluate the effectiveness of the Contractor’s Quality Control activities through review of contract deliverables. In the event deliverables are found to not meet contract standards, the Government will monitor and review the Contractor’s ability to correct deficiencies.

The effectiveness of a Contractor's QCP is determined through implementation of this QASP.

The QCP must be received in the timeframes outlined in Section 17 and is subject to the Transition Phase requirements.

N/A Successful implementation of the Contractor’s QCP may result in increased

CPARS

evaluation ratings.

Services to Be Inspected

Standard for Successful

Performance

Quality Assurance Surveillance

Method

Acceptable Quality Level

(AQL)

Calculation Incentive / Disincentive

Control of all areas of contract work, operating data collection and analysis.

NCMMS

Preventive Maintenance, Work Order, and Asset record keeping using the

NCMMS.

All required records are accurate and current and are properly populated within the NCMMS to document historical maintenance efforts, operational parameters and staff qualifications throughout the life of the contract.

will periodically review data as stored within the NCMMS for accuracy and completeness.

95% of all reviewed records will be accurate and complete. Any identified issues will be rectified within 48 hours.

If the initial sample of records is found to have less than 95% considered to be current, accurate, and complete the sample size will be doubled and re-evaluated.

Number of records found to be current, accurate, and available in a given month divided by the number of overall deliverables reviewed.

Current, accurate, on-time, and up-to-date records may result in increased

CPARS

evaluation.

Failure to provide current, accurate, on-time, and up-to-date records will result in a deduction of no more than 5% of the monthly contract price and may result

Services to Be Inspected

Standard for Successful

Performance

Quality Assurance Surveillance

Method

Acceptable Quality Level

(AQL)

Calculation Incentive / Disincentive

Building Recovery (BR) Plan.

BR Plan must detail all aspects necessary to operate a building in a stand-alone state.

The BR Plan must be submitted timely, as well as completely and correctly address all items necessary to operate the building in a stand-alone state.

Support testing of BR plans in association with

GSA PBS IT, O&M

Services Contractors as necessary and required.

As BR Plans are updated, the COR will review the plans for completeness and submission.

95% of all Building Recovery Plans will be accurate, complete, and submitted within the timeframes allotted.

Any identified issues will be relayed to the Contractor for rectification within a COR approved timeline.

Number BR Plans found to be current, complete, and accurate, divided by the number of plans received in a given reporting month, including any rectified reports.

Current, complete, and accurate, BR Plans may result in increased

CPARS

evaluation.

Failure Current, complete, and accurate BR Plans will result in a deduction of no more than 5% of the monthly contract price and may result

Services to Be Inspected

Standard for Successful

Performance

Quality Assurance Surveillance

Method

Acceptable Quality Level

(AQL)

Calculation Incentive / Disincentive

Monthly Progress Reports.

Reports of Contractor progress and activities must be provided monthly.

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

will receive and review Monthly Progress Reports completeness, accuracy, and submission.

100%.

Any deficiencies corrected within 48 hours, or as approved by the

COR.

Number of identified deficiencies corrected within 48 hours divided by the total number of deficiencies identified.

Complete, and accurate reports may result in increased

CPARS

evaluation.

Failure to complete and accurate reports will result in a deduction of no more than 5% of the monthly contract price and may result

Services to Be Inspected

Standard for Successful

Performance

Quality Assurance Surveillance

Method

Acceptable Quality Level

(AQL)

Calculation Incentive / Disincentive

Building Automation System Monthly Reviews

Reports of Contractor’s review and analysis of building automation systems.

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

COR’s monthly review of Contractor’s submitted reports.

100%.

All reports must be received on time.

Any deficiencies corrected within 48 hours, or as approved by the

COR.

Number of reports received on-time and complete, divided by the number of reports due.

Number of deficiencies corrected within 48 hours divided by the total number of accurate reports may result in increased

CPARS

evaluation.

Failure to complete and accurate reports will result in a deduction of no more than 5% of the monthly contract price and may result

Services to Be Inspected

Standard for Successful

Performance

Quality Assurance Surveillance

Method

Acceptable Quality Level

(AQL)

Calculation Incentive / Disincentive

Reference library.

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

All required documents are to be available for use, complete and up to date.

review documentation as managed by the Contractor.

100%.

Any deficiencies corrected within 48 hours, or as approved by the

COR.

Number of identified deficiencies corrected within 48 hours divided by the total number of accurate reference library may result in increased

CPARS

evaluation.

Failure to maintain a complete and accurate reference library will result in a deduction of no more than 1% of the monthly contract price per incident and may result in decreased

Services to Be Inspected

Standard for Successful

Performance

Quality Assurance Surveillance

Method

Acceptable Quality Level

(AQL)

Calculation Incentive / Disincentive

Work Request.

Work requests must be received, tracked, and responded to in accordance with Contract

All routine, emergency, and urgent service requests are responded to as required by the Contract and repairs are completed within specified timeframes. Any work receiving COR approval for extension will be completed in the approved extended timeframe.

review the documentation and performance of Work Requests against the Contract requirements to ensure that all data is captured, and that work is being completed in a timely manner in accordance with the Contract

90% Number of Work Requests completed within the required, or otherwise approved timeframes, divided by the total number of Work Requests in the performance period.

On-time completion of Work Requests may result in increased

CPARS

evaluation.

Failure to complete work within required or otherwise approved timeframes will result in a deduction of no more than 5% of the monthly contract price and may result

Services to Be Inspected

Standard for Successful

Performance

Quality Assurance Surveillance

Method

Acceptable Quality Level

(AQL)

Calculation Incentive / Disincentive

Disruptive or hazardous tool use, disruption to utilities, lighting and space conditioning.

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. The CO must approve in advance any work that will disrupt lighting, utilities, and space conditioning.

will receive and document any reports of disruptive or hazardous tools as reported by Onsite Property Management, or other methods.

No complaints regarding unplanned disruption in a monthly reporting period.

Any reported and COR validated complaint results in failure.

No reported valid complaints may result in increased

CPARS

evaluation.

Reported and valid complaints of disruptive activities will result in a deduction of no more than 5% of the monthly contract price, and may result

Services to Be Inspected

Standard for Successful

Performance

Quality Assurance Surveillance

Method

Acceptable Quality Level

(AQL)

Calculation Incentive / Disincentive

Maintenance program.

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

Minimally, the Contractor must perform preventive maintenance in accordance with the manufacturer’s recommended standards for all equipment requiring a preventive maintenance procedure.

will perform a monthly review of the Contractor’s maintenance program as scheduled in the

NCMMS.

95% Number of contractor managed assets within the NCMMS with PM pans or approved as run-to-fail divided by the total number of assets the contractor is responsible for as scored from NCMMS data.

Successfully meeting, or exceeding the AQL may result in increased CPARS ratings.

Failure to meet the AQL may result in deduction of no more than 5% of the monthly contract price for each month for which the AQL is not met.

Services to Be Inspected

Standard for Successful

Performance

Quality Assurance Surveillance

Method

Acceptable Quality Level

(AQL)

Calculation Incentive / Disincentive

Repairs.

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

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

review the Contractor’s documented repair / corrective maintenance actions as performed physically within buildings, and as documented in the NCMMS. All required information should be tracked and documented in the

NCMMS.

95% Total number of repairs completed timely, professionally, and using quality parts and materials divided by the total number of repairs in a given reporting month.

Successfully meeting, or exceeding the AQL may result in increased CPARS ratings.

Failure to meet the AQL may result in deduction of no more than 5% of the monthly contract price for each month for which the AQL is not met.

Services to Be Inspected

Standard for Successful

Performance

Quality Assurance Surveillance

Method

Acceptable Quality Level

(AQL)

Calculation Incentive / Disincentive

Safety and environment al management

Scheduling and record keeping.

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.

review the Contractor’s documented Safety and environmental management plans and activities for accuracy and completeness.

100%.

Any failures will be remedied within 48 hours of notice from the COR.

Failure to provide schedules or manage records in compliance with safety and environmental scheduling and recordkeeping activities, and failure to correct any deficiencies within 48 hours will be considered unacceptable performance of these activities.

No COR validated complaints may result in increased

CPARS

evaluation.

Reported and valid complaints of disruptive activities will result in a deduction of no more than 5% of the monthly contract price, and may result

Services to Be Inspected

Standard for Successful

Performance

Quality Assurance Surveillance

Method

Acceptable Quality Level

(AQL)

Calculation Incentive / Disincentive

Safety and environment al

Hazardous waste, general waste disposal, and recycling.

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 review the Contractor’s documentation and management of hazardous waste, materials disposition and recycling.

100% Any validated failures to comply with safety and environmental management activities will result in failure.

No COR validated complaints may result in increased

CPARS

evaluation.

Reported and valid complaints of disruptive activities will result in a deduction of no more than 5% of the monthly contract price, and may result

Services to Be Inspected

Standard for Successful

Performance

Quality Assurance Surveillance

Method

Acceptable Quality Level

(AQL)

Calculation Incentive / Disincentive

Safety and environment al

Lock out/tag out.

must 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.

Contractor’s plans and procedures for control of hazardous energy.

100% No identified failures to implement and follow an approved Lockout / Tag out plan.

An acceptable plan may result in increased

CPARS

evaluation.

Failure to provide and follow an approved plan may result in a deduction of no more than 5% of the monthly contract price and may result

CPARS rating.

Services to Be Inspected

Standard for Successful

Performance

Quality Assurance Surveillance

Method

Acceptable Quality Level

(AQL)

Calculation Incentive / Disincentive

Safety and environment al

Asbestos management.

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.

Contractor’s plans and procedures for management of asbestos.

100% No identified failures to implement and follow an approved Asbestos management plan.

An acceptable plan may result in increased

CPARS

evaluation.

Failure to provide and follow an approved plan may result in a deduction of no more than 5% of the monthly contract price and may result

Services to Be Inspected

Standard for Successful

Performance

Quality Assurance Surveillance

Method

Acceptable Quality Level

(AQL)

Calculation Incentive / Disincentive

Safety and environment al

Hazardous communications.

must make safety data sheets (SDSs) available to their employees in accordance with 29

CFR 1910.1200.

Contractor’s plans and procedures for ensuring SDSs are made available.

100% No identified failures to provide SDSs to contractor employees.

An acceptable plan may result in increased

CPARS

evaluation.

Failure to provide and follow an approved plan may result in a deduction of no more than 5% of the monthly contract price and may result

Services to Be Inspected

Standard for Successful

Performance

Quality Assurance Surveillance

Method

Acceptable Quality Level

(AQL)

Calculation Incentive / Disincentive

Safety and environment al management

Contractor Pandemic Plan

The Contractor shall prepare a plan to prevent and reduce the spread and mitigate the potential effects of an influenza pandemic on O&M, custodial and related services.

The Contractor’s plan shall link their planned actions to the periods and phases established by the World Health Organization for a pandemic cycle and to the guidance provided by GSA and the CDC.

Contractor’s plans for mitigation of pandemic related impacts on building operations and Contract services.

100% No identified failures to implement and follow an approved Pandemic Plan.

An acceptable plan may result in increased

CPARS

evaluation.

Failure to provide and follow an approved plan may result in a deduction of no more than 5% of the monthly contract price and may result

Services to Be Inspected

Standard for Successful

Performance

Quality Assurance Surveillance

Method

Acceptable Quality Level

(AQL)

Calculation Incentive / Disincentive

BAS and IT Controls

BAS and IT Controls

Changes to the setpoints or schedule that negatively affect the energy cost savings must be avoided.

The Contractor shall notify the CO or designee if a sequence of operations, equipment or schedule is not operating as designed or at the highest efficiency and resulting in unnecessary energy use. The Contractor shall perform maintenance required to ensure that all BAS devices function properly and repair or replace components that fail.

will review Monthly System Review Reports for recommendations and improvements implemented.

100% All system review reports contain a section detailing any identified sequences or schedules that are not as designed or result in the highest efficiency.

Acceptable monthly reports may result in increased

CPARS

evaluation.

Failure to provide Monthly System Review Reports containing the required information may result in a deduction of no more than 5% of the monthly contract price and may result

Services to Be Inspected

Standard for Successful

Performance

Quality Assurance Surveillance

Method

Acceptable Quality Level

(AQL)

Calculation Incentive / Disincentive

Utility Hours (Ad Hoc Services)

Utility Hours (Ad Hoc Services).

At a minimum, all costs, including labor hours, materials shall be recorded on NCMMS work orders and delivered by the Contractor in the monthly report.

review the documentation and performance of Utility Hours work against the Contract requirements to ensure that all data is captured, and that work is being completed in a timely manner in accordance with the Contract

100% of Utility Hours are accurately tracked in the

NCMMS.

All Utility Hour requests are accurately and completely tracked within the NCMMS divided by the total number of Utility Hour requests.

Accurate, complete, and detailed work order documentation may result in increased

CPARS

evaluation.

Failure to meet the required threshold will result in a deduction of no more than 5% of the monthly contract price and may result in decreased CPARS ratings.

and decreased

CPARS

evaluations.

EXHIBIT 3 - QUALITY ASSURANCE SURVEILLANCE PLAN