Attachment_C_Quality_Assurance_Surveillance_Plan.pdf

CENTER FOR DOMESTIC PREPAREDNESS

FACILITY OPERATIONS AND SUPPORT SERVICES

ATTACHMENT C

Quality Assurance Surveillance Plan

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

FACILITIES OPERATIONS AND SUPPORT SERVICES

1. INTRODUCTION

This Quality Assurance Surveillance Plan has been developed to evaluate Contractor performance while implementing the Performance Work Statement (PWS). It is designed to provide an effective surveillance method for monitoring and evaluating the Contractor’s performance for the requirements listed in the PWS.

The Contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the contract. The role of the Government is quality assurance to ensure contract standards are achieved. In this contract, the quality control program is the driver for service quality. The Contractor is required to develop a comprehensive program of inspections and monitoring actions. The major step to ensuring a “self-correcting” contract is to ensure that the quality control program approved at contract award provides the measures needed to lead the Contractor to success. Once the quality control program is approved, careful application of the process and standards presented in the remainder of this document will ensure a quality program.

2. OBJECTIVE

This plan provides a quality surveillance strategy for facility operations and support services to be performed at the Department of Homeland Security (DHS)/Federal Emergency Management Agency (FEMA)/Center for Domestic Preparedness (CDP), located at Anniston, Alabama. The primary intent of the plan is to provide a basis of the Contracting Officer’s Representative (COR) evaluation of performance quality.

Oversight of Contractor performance will assure quality performance. The plan will also afford the COR and Contracting Officer a productive mechanism to preclude major deficiencies in performance, provide input for annual contractor past performance evaluations, and make the determination of exercising of contract options.

3. PERFORMANCE INDICATORS (MEASURES).

Surveillance of contractor performance will be performed by the appointed Contracting Officer’s Representative (COR) and the Contracting Officer based on the surveillance methodologies identified in the Performance Requirements Summary (PRS). The following primary task areas of the Performance Work Statement (PWS) will be the basis from which all surveillance will originate:

3.1 Project Management

3.2 Facility Operations and Repairs

3.3 Preventive Maintenance

3.4 Minor Facility Alterations

3.5 Lodging (Billeting) and Housekeeping Support

3.6 Janitorial Services

3.7 Mailroom Operations

3.8 Service Orders

4. EVALUATION METHODS

The COR efforts will primarily be based on verification and monitoring of the Contractor’s performance. The Government will use a variety of surveillance methodology and techniques to validate the contractor’s compliance. The COR, assisted by other Government representatives, will perform evaluations based on each of the indicators stated in section 3 of this plan. The listed methods of surveillance in section 6 of this plan shall be used in the administration of this QASP.

5. PERFORMANCE REQUIREMENT SUMMARY

5.1 Lists the specific section in the PWS that the government will evaluate. The absence of any contract requirement from the PRS shall not detract from its enforceability or limit the rights or remedies of the government under any other provision of the contract.

5.2 Lists the service to be performed.

5.3 Lists the standard of performance for each specific service.

5.4 Lists the surveillance methods the government will use to evaluate the contractors performance in meeting the requirements of the contract.

6. SURVEILLANCE METHODS

6.1 The Government’s quality assurance procedures are based in part on attribute sampling of the recurring critical products of the contract.

6.2 The Random Sampling method will be used for recurring service output items (daily, weekly, monthly, quarterly, semiannually, annually or as required) as determined necessary to assure a sufficient evaluation of contractor performance.

6.3 The 100% Inspection Method will be used for those tasks that occur infrequently and cannot be random sampled because the sample size for a small lot may exceed the lot size. Also the tasks may have a stringent performance requirement where safety or health may be a concern.

6.4 Periodic surveillance. Sometimes called sampling, consists of the evaluation of tasks selected on other than 100 percent or random sample basis. It is appropriate for tasks that occur infrequently and where 100 percent inspection is neither required nor practicable. A predetermined plan for inspecting part of the work is established using subjective judgment and analysis of agency resources to decide what work to inspect and how frequently to inspect it. There will be periodic surveillance of output items as determined necessary to assure a sufficient evaluation of contractor’s performance.

6.5 Customer complaints/Input. This is not a primary method, but it is a valuable supplement to more systematic methods. For example, in a case where random sampling indicates unsatisfactory service, customer complaints can be used as substantiating evidence. In certain situations where customers can be relied on to complain consistently when the quality of performance is poor, e.g., dining facilities, building services;

customer surveys and customer complaints may be a primary surveillance method.

"This Quality Assurance Surveillance Plan is not intended to interfere with Contractor's status as an 'independent contractor' under the law, nor is it intended in any way to supplant the Contractor's responsibility for the day-to-day control and management of its own personnel and other resources for which it is ultimately responsible."

FEMA CENTER FOR DOMESTIC PREPAREDNESS (CDP) FACILITIES OPERATIONS AND SUPPORT SERVICES

PERFORMANCE REQUIREMENTS SUMMARY (PRS)

Required contract Service and PWS

Reference Standard

Lot Size and Acceptable Quality Level (AQL)

Surveillance Method

PWS 7.1 through 7.16 Facilities/Building Maintenance/New Installations & Minor Alterations

Perform preventive maintenance and repair of buildings, structures and related systems and equipment in accordance with the requirements specified in PWS.

Lot size is the number of unscheduled work orders reported.

AQL= 10%.

Unscheduled Observation

Customer Complaint

PWS 7.15 Fire Protection and Safety;

7.15.5 Inspections

The Contractor shall develop and maintain a log of the inspections and tests performed.

Log shall indicate date tested, building No., facility, type of system or area covered by the system tested, type of devices actuated, modifications since last inspection, and maintenance and/or repairs required.

Lot size is the number of inspections required for the reporting month.

AQL= 1%.

100% Inspection for the required inspection log.

Random Sampling (monthly) of physical equipment.

PWS 7.17 Preventive Maintenance (PM)

All PM shall be performed in strict compliance with the approved Contractor’s Preventive Maintenance Plan/Schedule to facilitate the Government's inspection of the work using manufacturer’s recommendations.

Lot size is the number of PM actions performed (by equipment item) during the month on equipment identified in the Contractor’s PM Plan/schedule.

AQL=10%.

Unscheduled Observation

Service and PWS

Reference Standard

Lot Size and Acceptable Quality Level (AQL)

Surveillance Method

PWS 7.18 Janitorial and Janitorial Services

The Contractor shall provide janitorial services in accordance with this PWS. Janitorial service applies to all designated spaces including, but not limited to: halls, restrooms, offices, training areas, work areas, entrance ways, lobbies, storage areas, elevators, and stairways in strict compliance with the approved contractor’s work schedule to facilitate the Government's inspection of the work.

Lot size is the total number of halls, restrooms, offices, training areas, work areas, entrance ways, lobbies, storage areas, elevators, and stairways serviced multiplied by the frequency of service scheduled for the month.

AQL=10%.

Unscheduled Observation

Customer Complaint

PWS 7.19 Recycling Services

The Contractor shall provide adequate bulk recycling containers and services in a sanitary manner to support all areas of the CDP. The Contractor shall perform all pick-up and delivery services from the CDP facilities and shall make all necessary arrangements with a recycling center in order to maintain continuation of this service.

Lot size based on number of pick-ups/deliveries performed per month.

AQL= 10%

and Customer Complaint

Service and PWS

Reference Standard

Lot Size and Acceptable Quality Level (AQL)

Surveillance Method

PWS 7.20 Mail, Parcel, Distribution/Shipping/ Receiving

Perform mail, parcel distribution, shipping, and receiving services to include management duties for planning, scheduling, maintenance, and quality control. Provide adequate staff with necessary expertise to ensure the performance of the work in accordance with the PWS requirements.

Lot size is the number of pick-ups and deliveries of interoffice and U.S. mail and parcels twice daily, Monday through Friday, excluding federal holidays.

Contractor will pick-up/deliver mail to the U.S. Post Office ensuring that all incoming mail is screened and any mail without a return address is refused.

AQL=6%.

Unscheduled Observation Customer Complaint

PWS 7.23 Management of Vehicle Fleet

The Contractor shall schedule and maintain the fleet for maximum utilization and support of all CDP requirements within this contract. Management includes preventive maintenance, routine services and coordination for repairs with the CDP Asset Management Office.

N/A Unscheduled Observation Customer Complaint

PWS 7.24.3.4 Work Schedules

The hospitality desk clerk shall maintain a daily log covering all shifts . . .

Lot size based on the number of days during the month occupants are present in lodging facility.

AQL=10%

100 Percent Inspection

PWS 7.24.5 Lodging Services Performance Requirements

Provide on-site management personnel to manage property, administer the program, and provide daily housekeeping service support in accordance with hotel industry standards.

Lot size based on total number of available, unoccupied rooms kept in ready condition at the time of observation.

AQL=10%

Customer Complaint

Service and PWS

Reference Standard

Lot Size and Acceptable Quality Level (AQL)

Surveillance Method

7.24.8 Weekly Services Clean residential and

commercial clothes washers and dryers and laundry sinks

Lot Size based on number of washers, dryers, and sinks multiplied by number of weeks per month.

AQL=10%

Unscheduled Observation Customer Complaint

7.24.9 Bi-Weekly

Services

Damp-wipe the full surface area of all stall partitions, doors, window frames, and sills.

Lot size will coincide with samples selected from 7.20.5 above.

AQL=10%

Unscheduled Observation Customer Complaint

7.24.10 Semi-Annual

Services

Clean surfaces over 70 inches from floor, screen furniture, clean exterior glass, clean interior glass.

Lot will coincide with samples selected from 7.20.5 above.

AQL=10%

Unscheduled Observation Customer Complaint

7.24.11 Service Call

Work; 7.24.12 Service Calls for Cleaning

Perform unscheduled and emergency cleaning services.

Receive service call requests and provide adequate procedures for receiving and responding to service calls during regular working hours.

Lot size based on number of unscheduled and emergency service calls per month.

AQL=10%

Unscheduled Observation Customer Complaint

7.24.13 Project Work Shampoo carpets/rugs, shampoo/scotch-guard upholstery

Lot size based on total number of requirements requested by Government or deemed necessary by the contractor during the month.

AQL=10%

100 Percent Inspection

Service and PWS

Reference Standard

Lot Size and Acceptable Quality Level (AQL)

Surveillance Method

7.24.16 Recreational

Equipment

Provide and maintain recreational equipment to include, but not be limited to basketballs, volleyballs, and horseshoes. Equipment shall be maintained in serviceable condition.

N/A Unscheduled Observation Customer Complaint

7.24.17 Bicycles Maintain ten (10) bicycles in

serviceable condition to be checked out by lodging occupants. Bicycles will be provided by the Government.

Lot Size = 10.

AQL = 10%

Unscheduled Observation Customer Complaint

8.1 Monthly Technical

Progress Report

A monthly technical progress report (TPR) shall be provided to the government, grouped according to the tasks contained in Section 7.0 of the PWS

Lot Size = 1 (per month)

AQL = NA

100% Inspection

8.2 Deliverables Provide deliverables per Exhibit

Lot size based on number of deliverables due within the given reporting period.

AQL = 6%

100% Inspection