Technical_Exhibit_C_-_Quality_Assurance_Surveillance_Plan_(QASP)v1.docx

Technical Exhibit C

Quality Assurance Surveillance Plan (QASP) For Non-Sewer Portable Toilets and Hand Wash Stations and Associated Services

1. This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate contractor actions while implementing this PWS. It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective on the Performance Requirements Summary (PRS) in the service contract.

2. The QASP provides a systematic method to evaluate the services the contractor is required to furnish.

3. This QASP is based on the premise the Government desires to maintain a quality standard in providing and hand wash stations and that a service contract to provide the service is the best means of achieving that objective.

4. 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.

5. In this contract, the quality control program (QCP) is the driver for product quality. The contractor is required to develop a comprehensive program of inspections and monitoring actions. The first major step to ensuring a “self-correcting” contract is to ensure that the QCP approved at the beginning of the contract provides the measures needed to lead the contractor to success.

6. Once the QCP is approved, careful application of the process and standards presented in the remainder of this document will ensure a robust quality assurance program.

Performance Objective

Standard

Performance Objective

Standard

The contractor shall provide a list of all vehicles that will be utilized in the location for the service of toilets and hand wash stations IAW to 4.4.3 vehicles.

Cleaning of the interior waste holding tank with a commercial grade cleaner.

Cleaning of the toilet seat and cover with a commercial grade bactericide.

All seats, doors, walls, handles, and floors shall be cleaned, sanitized, and free of graffiti.

Recharge waste tank with sufficient quantity of chemicals to ensure an odorless unit. The contractor shall take extreme care to prevent any spillage of the waste tank contents. In the event spillage does occur, the contractor shall thoroughly clean the entire area contaminated by the spill, in accordance with all applicable Federal, State, and Local laws, ordinances and regulations.

Replenish fresh water in hand wash Stations.

Restock toilet tissue, toilet seat covers, hand soap and paper towels.

The Government has the right to request additional cleaning of one or all of the units on site. The contractor will have 24 hours to be on site and clean the requested units(s) after being notified.

Or

Customer Feedback

The contractor shall perform Preventive Maintenance Checks and Services (PMCS) on latrines and hand wash stations. PWS para. 5.3.

The contractor shall deliver all latrines and Hand wash stations as required by each CALL. PWS para. 5.4.

Routine deliveries shall be accomplished within 24 work hours after receiving notification of required service.

The contractor shall relocate all latrine and hand wash stations as required by each Call PWS para. 5.4.

Relocations shall be accomplished within 24 work hours after receiving notification of required service.

door facing away from prevailing winds and anchored down to prevent tipping over during high wind conditions in excess of 70 miles per hour.

Upon receipt of an order from the KO, the contractor may coordinate with the on-site Point of Contact (POC) for the correct spotting locations of latrines and hand wash stations.

Contractor shall remove all latrines and hand wash stations as required by the Call. PWS para. 5.6 Removals shall be accomplished within 48 work hours after receiving notification of required service.

Surveillance: The Government designated Contracting Officer Representative (COR) will evaluate the services required by each Call to ensure compliance. The COR will receive complaints from the customer and pass them to the Program Manager (PM) for correction.

Standard: The Contractor shall perform all work required by the Call in a satisfactory manner in accordance with the appropriate PWS paragraph. The designated COR shall not consider the Call complete until all deficiencies have been corrected. 95% of all facilities are without customer complaints for the month or service period. For example, if there are 100 units receiving service during the month, the designated COR should receive no more than five (5) customer complaints during the service period. For the purpose of these services, a unit may never have more than one (1) customer complaint. The COR shall notify the Contracting Officer (KO) for appropriate action in accordance with FAR 52.212.4, Contract Terms and Conditions-Commercial Items (Jan 2017) or the appropriate Inspection of Services clause, if any of the above service areas exceed five customer complaints.

Procedures: The Government designated COR will inspect all Calls required by the Call to ensure contractor compliance with the appropriate paragraphs of the PWS each time the service(s) is performed. If inspection indicates unacceptable performance, notify the contract manager or PM of the deficiencies for correction. The Contractor shall be given 24 hours after notification to correct the unacceptable performance. Any customer that observes unacceptable services, either incomplete or not performed, for any of the above performance objectives should immediately contact the designated COR and the designated COR will complete appropriate documentation to record the complaint. The designated COR will consider the customer complaint valid upon receipt from the customer. The designated COR should inform the customer of the approximate time the unacceptable performance will be corrected and advice the customer to contact the designated COR if not corrected. The designated COR will consider customer complaints as resolved unless notified otherwise by the customer. The designated COR shall verbally notify the Contractor’s PM to pick up the written customer complaint. The PM will be given 24 hours after verbal notification to correct the unacceptable performance. If the PM disagrees with the complaint after investigation of the site and challenges the validity of the complaint, the PM will notify the designated COR. The designated COR will conduct an investigation to determine the validity of the complaint. If the designated COR determines the complaint as invalid, the COR will document the written complaint of the findings and notify the customer. After investigation the designated COR determines the complaint as valid, the designated COR will inform the PM and the PM will be given an additional eight (8) hours to correct the defect. A defect will not be recorded if proper and timely correction of the unacceptable condition(s) is accomplished. The PM shall return the written customer complaint document, properly completed with actions taken, to the designated COR, who will file the complaint for monitoring future recurring performance. Recurring customer complaints are not permitted for any of the above service items. If a indicating the same deficiency during the service period (month, quarter, etc.), the designated COR should contact the CO for appropriate action.