11.- Exhibit M1 - O_M QASP Template (2).pdf

EXHIBIT M1

OPERATIONS & MAINTENANCE

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

CONTRACT No. 47PH02XXDXXXX

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, 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 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. The COR is the person designated by the CO. 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.

1. 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 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

e. Reference library

f. Building management support services

g. Operational requirements

h. Service requests

i. RESERVED

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. Other services as described in Section CM

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. 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. Tenant Satisfaction Surveys: The Gallup Organization conducts surveys for one-third of 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: The GSA-3423 form, or as documented in the CMMS as an inspection type work order, 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 this SOW. All tasks that are considered to have unacceptable performance shall be substantiated and documented on the GSA-3423 form, or as documented in the CMMS. The form, or the work orders will be completed and submitted to the Contractor within 24 hours. The Contractor shall return the GSA- 3423 form, or complete the work order, identifying the corrective action taken within 14 days.

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. RESERVED

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.