Exhibit 2 Quality Assurance Surveillance Plan.docxs.pdf

07/23/2025

Custodial and Related Services Quality Assurance Surveillance Plan (QASP) for Dane County Airport

Use of this QASP template is mandatory for all R5 service contracts. This QASP template must be usedforallnewservicecontractsawardedonorafterNovember1,2023.Forcontractsawardedprior to November 1, 2023, CORs are encouraged to update to the new QASP template as soon as practicable, and no later than September 30, 2024.

After any updates, the revised QASP should be uploaded to EASi TAB 42, QASP folder, with the file name of QASP and the date in the file name.

QASP Review/Update Tracking Use of this tracker satisfies the annual review/update documentation requirements.

Contractor Receipt Period of Performance Contractor Representative Date Sent COR Initials Award

Option Year 1

Option Year 2

Option Year 3

Option Year 4

Option Year 5

Option Year 6

Option Year 7

Option Year 8

Option Year 9

Option to Extend

GSA CO Acceptance Contracting Officer Signature Date

GSA COR Annual Reviews/Updates Log

Location Initials & Date

Initials & Date

Initials & Date

Initials & Date

Initials & Date

Initials & Date

Initials & Date

Initials & Date

Initials & Date

Initials & Date

Location #1

Table of Contents

QASP Review/Update Tracking 2

1.0 CONTRACT INFORMATION SHEET 5

Contract Information Sheet 5

2.0 INTRODUCTION 7

2.1 Purpose 7

2.2 Performance Management Approach 7

2.3 Performance Management Strategy 7

3.0 ROLES AND RESPONSIBILITIES 8

3.1 Contracting Officer 8

3.2 Contracting Officer’s Representative/Alternate Contracting Officer’s Representative 8

4.0 METHODOLOGIES TO MONITOR PERFORMANCE 8

4.1 Surveillance Plans 8

4.2 Surveillance Methods, Techniques, Documentation 9

4.3 Customer Feedback 12

4.4 Acceptable Quality Levels 12

5.0 QUALITY ASSURANCE DOCUMENTATION 13

5.1 Performance Management Feedback Loop 13

5.2 Monitoring Methods 13

6.0 ANALYSIS OF QUALITY ASSURANCE MONITORING RESULTS 13

6.1 Determining Performance 13

6.2 Reporting 13

6.3 Reviews and Resolution 13

7.0 FOLLOW-UP ACTIONS 14

8.0 MINIMUM ACCEPTABLE PERFORMANCE QUALITY 14

Table 8.1 – Child Care Performance Requirements Summary 16 Table 8.2 - Interior Spaces Performance Requirements Summary 17 Table 8.3 – Floors Performance Requirements Summary 27 Table 8.4 - Exterior Spaces Performance Requirements Summary 32

Table 8.5 - Grounds Maintenance Performance Requirements Summary 36

QUALITY ASSURANCE MONITORING FORM - CUSTOMER COMPLAINT INVESTIGATION 51

1.0 CONTRACT INFORMATION SHEET

Contract Information Sheet

1.1 Contract

Number:

@@Number

1.2 Service Type: Custodial and Related Services

Location Information

1.3 Location #1 @@ Building Name, Street Address/City/State/zip code, GSA building number

1.4 Issue Date: @@ Month/day/year

1.5 Expiration

Date:

@@ Month/day/year

Contractor Information

1.6 Contractor: @@ Company Name

@@ Street address @@ City/State/zip code

1.7 Contractor

Contact:

@@ Name @@ Office: phone number @@ email address

1.8 Contractor

On-Site Project Manager:

@@ Name @@ Office: phone number @@ email address

GSA Information

1.9 Contracting

Officer:

Sarah Jayjack 216 470-6188 Sarah.jayjack@gsa.gov

1.10 Contracting Officer's Representative (COR)

Location #1 David Carroll, Office: 414 336-6873, david.a.carroll@gsa.gov

2.0 INTRODUCTION

This Contract level quality assurance surveillance plan (QASP) sets forth the procedures and guidelines the General Services Administration will use in ensuring the required minimum performance standards or services levels are achieved by the contractor.

The QASP is to be used in conjunction with theContract(PWS) and contractor’s QCP. The QASP is not a stand alone document. The procedures and guidelines are based on the requirements in the contract.

The purpose of the QASP is not to restate the contract requirements.

The contract requires the Contractor to comply with all applicable federal, state and local codes, laws, standards and regulations that relate to the scope of theContract(PWS). The codes, standards and regulations referenced in the QASP are to assist the COR with references that support the minimum performance quality levels stated in QASP section 8.0. Resources where the COR may find these references may include but not limited to: GSA forms Library, FMSP InSite page and MADCAD Codes & Standards Library.

2.1 Purpose

The purpose of the QASP is to describe the systematic methods used to monitor Contractperformance and to identify the required documentation and the resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the minimum performance standards.

This QASP defines the roles and responsibilities of all members of the Integrated Project Team (IPT), identifies the minimum performance objectives, defines the methodologies used to monitor and evaluate the contractor’s performance, establishes quality assurance documentation minimum requirements, and provides means and methods for analyzing quality assurance monitoring results.

2.2 Performance Management Approach

This QASP defines the performance management approach taken by the GSA to monitor the contractor’s performance to ensure the minimum performance standards achieved. Performance management rests on developing a capability to review and analyze information generated through performance assessment. The ability to make decisions based on the analysis of performance data is the cornerstone of performance management; this analysis yields information that indicates whether acceptable performance under the Contractis being achieved bythe contractor.

2.3 Performance Management Strategy

The contractor is responsible for ensuring that all work performed meets the minimum quality standards.

The contractor measures that quality through the contractor’s own quality control program (QCP). QC is work output, not workers, and therefore includes all work performed under this Contract regardless of whether the work is performed by contractor employees, teaming partners, or subcontractors.

The government representative(s) will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against the minimum performance standards. The contractor is responsible for making required changes in processes and practices to ensure performance is managed effectively.

3.0 ROLES AND RESPONSIBILITIES

3.1 Contracting Officer

The contracting officer (CO) is responsible for monitoring Contractcompliance and administration and for resolving any differences between the observations documented by the GSA contracting officer's representative (COR)/alternate contracting officer’s representative (ACOR) and the contractor. The CO will designate a COR/ACOR as the government authority for performance management.

3.2 Contracting Officer’s Representative/Alternate Contracting Officer’s Representative

The COR/ACOR is designated in writing by the CO to act as their authorized representative to assist in administering the Contract. COR/ACOR limitations are contained in the written appointment letter. The COR/ACOR is responsible for technical administration of the project and ensures proper government surveillance of the contractor’s performance.

The COR/ACOR is not empowered to make any contractual commitments or to authorize any contractual changes on the government’s behalf. Any changes that the contractor deems may affect price, terms, or conditions shall be referred to the CO for action. COR/ACOR are responsible for completing and documenting inspections and evaluations of the contractor’s work performance. The ACOR assists the COR in implementing the QASP and performing contract administration duties. In the absence of a COR, ACORs assume primary contract administration responsibilities.

4.0 METHODOLOGIES TO MONITOR PERFORMANCE

Methods of surveillance for GSA to identify quality levels in accordance with FAR Part 46.401(a) (1) (2).

Government contract quality assurance shall be performed at such times (including any stage of performance of services) as may be necessary to determine that the services conform to contract requirements. Quality assurance surveillance plans should be prepared in conjunction with the preparation of the statement of work. The plans should specify- all work requiring surveillance, and the method of surveillance.

4.1 Surveillance Plans

The COR plans to inspect standard and above standard services in accordance with the minimums established in Table 4.1 Quality Assurance Inspection Plan. The percentage listed for standard services represents the percentage of the total standard services work completed during the period of performance for each location to be inspected.

Example:The COR plans to inspect 10% of standardservices work orders each month for location 1. There were 200 standard services work orders completed for the month. The COR must inspect at a minimum the work for 20 work orders by either using the QA Pass/Fail work order statuses on individual work orders, or by generating a standalone GSAI-type work order to record the inspection.Refer to R5 QA Work Order InspectionProcess.

The percentage listed for above standard services represents the percentage of the total above standard services work orders scheduled and completed during the period of performance to be inspected. This percentage represents the work order count to be inspected. If a work order lists multiple locations, then the percentage to be inspected carries through to the location count. If there are 10 areas/locations, and you QA 10%, that is 1 area/location.

Example:The COR plans to inspect 100% of above standardservices work orders each month.

The contractor completed 10 above standard services work orders for the month. The COR must inspect at a minimum the work for 1 work order by either using the QA Pass/Fail work order https://docs.google.com/presentation/d/1HMwyt7_2PrZGKm6Gh24Yrw242MEK-MZDh3WQ3GdEzbI/edit#slide=id.p statuses on individual work orders, or by generating a standalone GSAI-type work order to record the inspection.Refer to R5 QA Work Order InspectionProcess.

Table 4.1 – Quality Assurance Inspection Plan

Location Standard Services Work Minimum Inspection QA Per Month

Above Standard Services Minimum Inspection QA Per Line Item Ordered

Location #1 15% 100%

4.2 Surveillance Methods, Techniques, Documentation

In an effort to minimize the performance management burden, simplified surveillance methods and other methods as available may be used by the government to evaluate contractor performance when appropriate.

Table 4.2 Surveillance Methods & Techniques

Surveillance Method Surveillance Technique Documentation

Inspection/Acceptance of Delivery Order/Additional Service Request (ASR)

100% inspections will be completed on all delivery orders issued by the CO and submitted for partial or full payment for work completed.

Work Order or like.

Periodic Surveillance Inspection

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 at least a monthly basis.

Remote and Virtual Inspections can be used when onsite inspections cannot be accomplished. Visual evidence shall be provided of non-sensitive areas to ensure services have been performed per the contract requirements.

Visual evidence could be in the form of photographs, videos and/or virtual technologies such as Google Hangouts Meet™, Facetime™ and Zoom™ etc.

Surveillance also includes reviewing documents, submittals, work orders and other records for accuracy and completion.

CORs have the option to either:

1. Create standalone inspection work orders (Work Type GSAI) to document ad hoc inspections.

2. Use work order statuses (QA Pass/QA Fail).

3. Use work orders or like automatically generated each month.

Periodic Work Inspection - Window cleaning, pest control, landscaping, floor care/maintenance, floor mat cleaning

All periodic work will be inspected upon completion at the discretion of the COR/ACOR.

For the purposes of this QASP periodic is defined as services performed on a regular basis within an annual time frame (e.g. monthly, quarterly, semi-annually). It can also be referred to as designated times per year (i.e. 2,3,4 times per year).

CORs have the option to either:

1. Create standalone inspection to document ad hoc inspections.

2. Use work order statuses (QA Pass/QA Fail).

https://docs.google.com/presentation/d/1HMwyt7_2PrZGKm6Gh24Yrw242MEK-MZDh3WQ3GdEzbI/edit#slide=id.p

Table 4.2 Surveillance Methods & Techniques

Surveillance Method Surveillance Technique Documentation

COR will review quantities on reports with quantities in the building to ensure they match.

All services/equipment, as applicable, must be inspected.

Monthly QA Inspection This method of surveillance will ensure payment is not approved until the task is completed.

Example - Periodic services (window washing, pest control) cannot be considered complete until the reports are provided to the government.

If scheduled for June, the report is required in June or the COR may recommendwithholding payment until received.

Use the modified GSA Form 1181A or like.

QC Submittals Review & Inspection

This method of surveillance can be used to inspect work orders for accuracy, completeness and time completion.

CORs reviews Contractor’s Route Sheets, QC Sheets or like.

1. Use statuses (QA Pass/QA Fail).

Review Contractor’s Quality Control (QC) Practices (Task/Activities)

COR will review completed QC Submittals to ensure the contractor is adhering to their approved QCP (Quantity, Frequency, Documentation). Contractor should be entering start and completion times of their QC inspections in their QC reports. This will assist the COR in evaluating if adequate effort/time is beingallotted.

Monthly Contractor Evaluations - “Quality”

Review Customer Satisfaction Information/Data

COR will review/monitor survey data to track customer complaints or dissatisfaction with contractor performance, workmanship, professionalism, etc.

COR may also contact customers and ask about the quality of contractor performance.

Review/monitor stand alone non-work order supported/recorded customer complaints.

COR will take/document appropriate corrective action.

Review Surveys, respond to unsatisfactory feedback.

Quality Assurance Monitoring Form - Customer Complaint Investigation.

Monthly Contractor Evaluations - “Other”

Multiple This method of surveillance applies when a variety of surveillance methods are required to evaluate a contractor’s performance. The task, methods of surveillance, and frequency of inspections will vary and may include any of the aforementioned surveillance methods."

May include any of the above methods of documentation as applicable.

4.3 Customer Feedback

The contractor is expected to establish and maintain professional communication between its employees and customers. The primary objective of this communication is customer satisfaction. Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints and surveys.

Performance management drives the contractor to be customer focused by internally addressing customer complaints and investigating the issues and/or problems. The customer has the option to communicate complaints directly to the COR or ACOR.

Customer feedback may also be obtained either from the results of formal customer satisfaction surveys or from random customer complaints.

Formal customer complaints will be investigated by the COR or ACOR using the Quality Assurance Monitoring Form - Customer Complaint Investigation, identified in Attachment 1.

GSA regularly conducts Tenant Satisfaction Surveys (TSS) for all tenants in Government-owned buildings. These surveys gather important data in many areas, including specific categories pertaining to the operation and maintenance (custodial services) of GSA's buildings. The surveys provide GSA 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.

4.4 Acceptable Quality Levels

The minimum Acceptable Quality Levels (AQLs) includedin the Performance Requirements Summary Tables are structured to allow the contractor to manage how the work is performed.

5.0 QUALITY ASSURANCE DOCUMENTATION

5.1 Performance Management Feedback Loop

The performance management feedback loop begins with the communication of expected outcomes.

Performance standards are expressed in and assessed using the performance monitoring techniques shown in Performance Requirements Summary Tables.

5.2 Monitoring Methods

The government’s QA surveillance, performed by the COR or ACOR, may be reported using any of the following: GSA Form 1181A, written communication, and/or performance meeting minutes. The documents, when completed, will document the government’s assessment of the contractor’s performance under the Contractto ensure that therequired results are being achieved. The Contractor will be informed of any unacceptable work within seven business days.

The COR will retain a copy in EASi of all completed QA surveillance forms.

6.0 ANALYSIS OF QUALITY ASSURANCE MONITORING RESULTS

6.1 Determining Performance

Government will use the monitoring methods cited to determine whetherthe performance standards/service levels/AQLs have been met. If the contractor has not met the minimum requirements, the contractor may be asked to develop a corrective action plan to show how and bywhat date it intends to bring performance up to the required levels.

6.2 Reporting

The COR will inform the CO in writing of any performance or schedule failure by the contractor. This summarization should be detailed enough to provide the CO a clear picture of the performance or schedule failure by the contractor. If appropriate, the CO may investigate further to determine if all the facts and circumstances surrounding the performance or schedule failure are accurate. The CO may discuss with the contractor any performance or schedule failure that indicates unacceptable performance and the government’s remedies, including payment reductions as allowed by the FAR.

6.3 Reviews and Resolution

The COR may require the contractor’s project manager, or contractor designated alternate, to meet with the CO and other government IPT (Integrated Project Team) personnel as deemed necessary to discuss performance evaluation. The CO or COR will define a frequency of in-depth reviews with the contractor. If the need arises, the contractor will meet with the CO or COR as often as required or per the contractor’s request. The agenda of the reviews may include:

⮚ Quarterly performance assessment data and trend analysis

⮚ Issues and concerns of both parties

⮚ Projected outlook for upcoming months and progress against expected trends, including a corrective action plan analysis

⮚ Recommendations for improved efficiency and/or effectiveness

⮚ Issues arising from the performance monitoring processes.

The COR must coordinate and communicate with the contractor to resolve issues and concerns regarding marginal or unacceptable performance. If unable to resolve, COR will inform CO per section 6.2.

The COR and contractor should jointly formulate tactical and long-term courses of action. Decisions regarding changes to metrics, thresholds, or service levels should be clearly documented. Changes to service levels, procedures, and metrics will be incorporated into the contractor’s QCP as well as to the QASP as appropriate. Changes to service levels and contract terms will require contract modifications.

7.0 FOLLOW-UP ACTIONS

Follow-up action may include correction by the onsite contractor, a proposed deduction for services not received, or contract performance by other means (other contract). Costs for performing services that are the responsibility of the incumbent contractor, which may include the Government’s administrative costs, will be deducted from the contractor’s monthly payment, pending approval by the CO.

8.0 MINIMUM ACCEPTABLE PERFORMANCE QUALITY

The minimum performance quality levels are for the contractor to use as a foundation to build on and meet the minimum performance quality level standards of GSA in accordance with the “Scope of Work” section of the contract.

8.1 Child Care - Reserved

8.2 Interior Spaces

The lobbies, corridors, offices, restrooms, locker rooms, common areas and storage areas shall be cleaned and maintained to an acceptable level.

8.3 Floors

Maintained to the highest standard/level of the industry standards.

8.4 Exterior Spaces - Reserved

8.5 Grounds Maintenance - Reserved

Table 8.2 - Interior Spaces Performance Requirements Summary Required Services (Tasks)

Minimum Performance Quality Level Standard Methods of Surveillance

Follow up Action

Trash Containers All trash containers shall be emptied and kept clean, odor-free, and free of dirt, dust, debris, residues, and spilled materials. Plastic liners for all trash and debris containers shall not be torn, worn, or contain residue.

Periodic Surveillance Inspection//Remote and Virtual Inspection// Monthly QA Inspection//Review Contractor’s QC Practices

Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means.

Blinds and Coverings (not including drapes, curtains, and unique coverings)

All blinds, coverings, cord tapes, and valances shall be clean and free of dust and spots.

Periodic Surveillance Inspection//Periodic Work Inspection// Remote and Virtual Inspection//Monthly QA Inspection//Review Contractor’s QC Practices

Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means.

Dusting All surfaces shall be free of dust. All horizontal surfaces (within approximately 10 feet from the floor) shall be wiped clean and free of dust, dirt, or smudges, with the exception of desks, workstations and cabinets within/part of a workstation.

Periodic Surveillance Inspection//Remote and Virtual Inspection// Monthly QA Inspection//Work Order Review & Inspection// Review Contractor’s QC Practices//Review Customer Satisfaction Information/Data

Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means.

Policing inside Areas All trash, and other discarded materials shall be removed. Periodic Surveillance Inspection//Remote and Virtual Inspection//

Correction by the onsite Contractor/Proposed deduction for services not

Required Services (Tasks)

Minimum Performance Quality Level Standard Methods of Surveillance

Follow up Action

Monthly QA Inspection//Work Order Review & Inspection// Review Contractor’s QC Practices//Review Customer Satisfaction Information/Data received/Work may be performed by other means.

Pressure Washing and Steam Cleaning

Remove all dirt, debris residue, gum, grease, and tar. This is an Above Standard Services line item. The Contractor shall not perform this service prior to receiving a delivery order from the CO.

Inspection/Acceptance of Delivery Order/ Additional Service Request (ASR)

Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means.

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

Periodic Surveillance Inspection//Remote and Virtual Inspection// Monthly QA Inspection

Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means.

Fixtures All fixtures (washbasins, urinals, modesty panels, toilets, shower stalls, etc.)

shall be cleaned and disinfected. All fixtures shall maintain a high level of luster and have no dirt, mold, mildew, streaks, or encrustation.

Drinking fountains/Bottle filling stations shall be cleaned, disinfected, free of dirt, watermarks, and other debris or encrustations.

Periodic Surveillance Inspection//Remote and Virtual Inspection// Monthly QA Inspection//Work Order Review & Inspection// Review Contractor’s QC Practices//Review Customer Satisfaction Information/Data

Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means.

Integrated Pest Management Plan

(IPM)

The Contractor shall utilize the Integrated Pest Management Plan to adequately suppress indoor populations of rats, mice, cockroaches, ants, flies, and any other arthropod pests not specifically excluded in this Contract.

Application of any chemicals shall be accomplished by a certified pesticide applicator or licensed IPM Contractor.

Periodic Surveillance Inspection//Remote and Virtual Inspection// Monthly QA Inspection//Work Order Review & Inspection// Review Contractor’s QC Practices//Review

Withhold monthly payment until received/Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means

Required Services (Tasks)

Minimum Performance Quality Level Standard Methods of Surveillance

Follow up Action

Customer Satisfaction Information/Data

Surfaces All solid, high-touch (frequently touched) surfaces shall be clean, with no dirt, dust, residues, streaks, spots, soiled substances, discolorations, or rust.

Surfaces should be damp mopped or wiped with a germicidal cleaner.

Contact time should be consistent with the manufacturer’s recommendations. Spill residue and clean-up materials used shall be disposed of properly.

All horizontal surfaces (within approximately 10 feet from the floor) shall be wiped clean and free of dust, dirt, or smudges, with the exception of desks, workstations and cabinets within/part of a workstation.

All metal surfaces (including corners, crevices, moldings, ledges, handrails, grills, doors, door knobs, door frames, kick plates, etc.) shall be wiped, cleaned and have no dirt, dust, streaks, spots, or smudges.

All glass, clear partitions, mirror surfaces, bookcases, and other glass (within approximately 10 feet from the floor) shall be cleaned and free of dirt, dust, streaks, smudges, watermarks, spots, and shall not be cloudy. There shall be no water spots on the glass or adjacent fixtures and furniture. All interior plate glass (to include glass over and in vestibule doors, all plate glass around entrances, lobbies, and vestibules) shall be cleaned and have no dirt, streaks and shall not be cloudy.

Periodic Surveillance Inspection//Remote and Virtual Inspection// Monthly QA Inspection//Work Order Review & Inspection// Review Contractor’s QC Practices//Review Customer Satisfaction Information/Data

Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means.

Walls All wall surfaces shall be cleaned and free of dirt, spots, smudges, and marks. Cleaning shall not cause discoloration, Periodic Surveillance Inspection//Remote and Virtual Inspection// Monthly QA Inspection//Work Order Review & Inspection// Review Contractor’s QC Practices//Review Customer Satisfaction Information/Data

Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means.

Required Services (Tasks)

Minimum Performance Quality Level Standard Methods of Surveillance

Follow up Action

Trash and Wastebaskets (includes recycling)

All trash and recycling containers shall be emptied and kept clean, odor-free, and free of dirt, dust, debris, residues, and spilled materials. Plastic liners for all trash and debris containers shall not be torn, worn, or contain residue.

Periodic Surveillance Inspection//Remote and Virtual Inspection// Monthly QA Inspection//Work Order Review & Inspection// Review Contractor’s QC Practices//Review Customer Satisfaction Information/Data

Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means.

Washing Blinds and Coverings (not including drapes, curtains, and unique coverings)

Blinds and coverings shall be washed on both sides, free of dirt, free of water spots and coordinated with the COR.

Washing of blinds and coverings is an Above Standard Services line item.

The Contractor shall not perform this service prior to receiving a delivery order from the CO.

Inspection/Acceptance of Delivery Order/ Additional Service Request (ASR)

Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means.

Window Washing All windows shall be clean and free of dirt, grime, streaks, moisture, and shall not be cloudy. All window sashes, sills, woodworks, and other surroundings of interior glass shall be wiped free of drippings and other watermarks.

Periodic Surveillance Inspection//Remote and Virtual Inspection// Periodic Work Inspection//Monthly QA Inspection//Review Contractor’s QC Practices

Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means.

Table 8.3 – Floors Performance Requirements Summary Required Services (Tasks)

Minimum Performance Quality Level Standard Methods of Surveillance Follow up Action

Bare Floors Wet Mopping

All 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.

Periodic Surveillance Inspection//Remote and Virtual Inspection// Monthly QA Inspection//Review Contractor’s QC Practices

Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means.

Carpets and Rugs All carpets and rugs shall be cleaned and maintained to an acceptable level free of visible dirt, dust, and other debris. All carpets and rugs shall be free of spots, smears, crusted material, or spills. There shall be no fuzzing caused by harsh rubbing or brushing of carpet

Periodic Surveillance Inspection//Remote and Virtual Inspection// Monthly QA Inspection//Work Order Review & Inspection// Review Contractor’s QC Practices//Review Customer Satisfaction Information/Data

Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means.

Carpets and Rugs

EXTRACTION

Spills, crusted materials and removable spots shall be removed. Harsh brushing or scrubbing shall not be used to minimize deterioration or fuzzing to the carpets and rugs. Cleaned areas of carpets and rugs shall be reasonably blended with surrounding carpets.

Periodic Surveillance Inspection//Remote and Virtual Inspection// Monthly QA Inspection//Work Order Review & Inspection// Review Contractor’s QC Practices//Review Customer Satisfaction Information/Data

Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means.

Carpets and Rugs

SPOT CLEANING

A spot is defined as approximately 12” X 12”. Carpet surfaces shall be free of removable spots, soiled traffic patterns, debris, gum, and crusted materials.

Periodic Surveillance Inspection//Remote and Virtual Inspection// Monthly QA Inspection//Work Order Review & Inspection//

Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means.

Table 8.3 – Floors Performance Requirements Summary Required Services (Tasks)

Minimum Performance Quality Level Standard Methods of Surveillance Follow up Action

Review Contractor’s QC Practices//Review Customer Satisfaction Information/Data

Carpets and Rugs

VACUUMING

All carpets and rugs shall be free of dirt, dust, and other debris. Periodic Surveillance Inspection//Remote and Virtual Inspection// Monthly QA Inspection//Work Order Review & Inspection// Review Contractor’s QC Practices//Review Customer Satisfaction Information/Data

Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means.

Floor Mats and Runners

All mats and runners shall be free of removable spots, soiled traffic patterns, dirt, debris, gum, and crusted materials. There shall be no areas of deterioration or fuzzing as a result of harsh brushing or scrubbing. They shall receive scheduled cleanings and routine inspections based upon the manufacturer's instructions. Any mats and runners that are found to be non-repairable or cannot be cleaned shall be brought to the attention of the COR so they can be replaced.

Periodic Surveillance Inspection//Remote and Virtual Inspection// Periodic Work Inspection//Monthly QA Inspection// Review Contractor’s QC Practices//Review Customer Satisfaction Information/Data

Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means.

ATTACHMENT 1

QUALITY ASSURANCE MONITORING FORM - CUSTOMER COMPLAINT INVESTIGATION

CONTRACTOR:_______________________________________________________

BPA/TASK ORDER NUMBER:__________________________________________

DATE/TIME COMPLAINT RECEIVED:____________________AM / PM

SOURCE OF COMPLAINT:_______________________________(NAME)

ORGANIZATION:_______________________________

PHONE NUMBER:_______________________________

EMAIL ADDRESS:_______________________________

NATURE OF COMPLAINT:

RESULTS OF COMPLAINT INVESTIGATION:

DATE/TIME SERVICE PROVIDER INFORMED OF COMPLAINT:___________________ AM / PM

CORRECTIVE ACTION TAKEN BY SERVICE PROVIDER:

RECEIVED AND VALIDATED BY:__________________________________________________

PREPARED BY:___________________________________

DATE:_____________________