Attachment_J-9_Quality_Assurance_Surveillance_Plan.pdf

ATTACHMENT J-9

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

• What will be monitored?

• How monitoring will take place?

• Who will conduct the monitoring?

• How will monitoring efforts and results be documented?

This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created with the premise that the contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance. In addition, the QASP should recognize that unforeseen and uncontrollable situations may occur.

This QASP is a “living document” and the Government may review and revise it on a regular basis. However, the Government shall coordinate changes with the contractor through task order modifications. Updates shall ensure that the QASP remains a valid, useful, and enforceable document. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

2. GOVERNMENT ROLES AND RESPONSIBILITIES

The following personnel shall oversee and coordinate surveillance activities.

a. Contracting Officer (CO) - The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the task order terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also ensure that the contractor receives impartial, fair, and equitable treatment under the task order. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance.

b. Contracting Officer’s Representative (COR) - The COR is responsible for technical administration of the task order and shall ensure proper Government surveillance of the contractor’s performance. The COR shall keep a quality assurance file. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf.

3. PERFORMANCE STANDARDS

The contractor is responsible for performance of ALL terms and conditions of the task order. CORs will provide task order progress reports quarterly to the CO reflecting performance on this plan and all other aspects of the resultant task order. The performance standards outlined in this QASP shall be used to determine the level of task order performance in the elements defined. Performance standards define desired services. The Government performs surveillance to determine the level of task order performance to these standards.

The Performance Requirements are listed below in Section 4. The Government shall use these standards to determine task order performance and shall compare the task order performance to the standard and assign a rating. At the end of the performance period, these ratings will be used, in part, to establish the past performance of the contractor on the task order.

Attachment J-9 Quality Assurance Surveillance Plan

4. METHODS OF QA SURVEILLANCE

Various methods exist to monitor performance. The COR shall use the surveillance method listed below in the administration of this QASP.

• PERIODIC INSPECTION. Evaluates outcomes on a periodic basis or as needed. Inspections may be scheduled or unscheduled, as required.

• VALIDATED USER/CUSTOMER COMPLAINTS. Relies on Staff reporting to identify deficiencies. Complaints are then investigated and validated.

Measures PWS Referenc e

Performance Requirement

Standard Acceptable Quality Level

Surveillanc e

Method

Incentive Disincentive

Floor Care

SOW

Section 1.1

Perform all services listed as Floor Care in Section 1.1

Complete the full scope of Floor Care cleaning service per the

SOW.

No more than 2 customer complaints per Month.

Periodic inspections.

Validation from staff regarding cleanliness.

Favorable performance evaluation.

Unfavorable performance evaluation

Carpets and Rugs

SOW

Section 1.2

Perform all services listed as Carpet and Rugs in Section 1.2

Complete the full scope of Carpet and Rug cleaning service

SOW

No more than 2 customer complaints per Month.

Periodic inspections.

Validation from staff regarding cleanliness

Favorable performance evaluation.

Unfavorable performance evaluation

Restrooms, Shower Rooms, Locker Rooms

SOW

Section 1.3

Perform all services listed as Restroom, Shower room cleaning in Section 1.3

Complete the full scope of the Restroom, Shower room cleaning services per the

SOW

No more than 1 complaint per Month

Periodic inspections.

Validation from staff regarding cleanliness.

Favorable performance evaluation.

Unfavorable performance evaluation.

Drinking Fountains

SOW

Section 1.4

Perform all services listed as Drinking Fountain cleaning in section 1.4

Complete the full scope of the Drinking Fountain cleaning

No complaints

Periodic inspections.

Validation from staff regarding cleanliness.

Favorable performance evaluation.

Unfavorable performance evaluation.

service

SOW

Surfaces SOW Section 1.5

Perform all services listed as Surfaces cleaning in Section 1.5

Complete the full scope of the Surfaces cleaning per the

SOW.

No more than 3 complaints per month

Periodic inspections.

Validation from staff regarding cleanliness.

Favorable performance evaluation.

Unfavorable performance evaluation.

Interior Walls SOW Section 1.6

Perform all services listed as Interior wall cleaning in Section 1.6

Complete the full scope of Interior wall cleaning per the

SOW

No more than 1 Complaint

Periodic inspections.

Validation from staff regarding cleanliness.

Favorable performance evaluation.

Unfavorable performance evaluation.

Trash, Wastebaskets, Recyclables

SOW

Section 1.7

Perform all services listed as Trash Wastebaskets and Recyclables in Section 1.7/1.8

Complete the full scope of Trash Wastebask ets and Recyclabl es per the

SOW

No more than 2 complaints per Month

Validation from staff regarding cleanliness.

Favorable performance evaluation.

Unfavorable performance evaluation.

Elevators and Stairways

SOW

Section 1.9

Perform all services listed as Elevators and Stairways in Section 1.9

Complete the full scope of Elevators and Stairways cleaning per the

SOW

No more than 2 complaints per Month

Periodic inspections.

Validation from staff regarding cleanliness.

Favorable performance evaluation.

Unfavorable performance evaluation.

Vending Machine Areas and Pantries

SOW

Section 1.10

Perform all services listed as Vending Machine Areas and Pantries in Section 1.10

Complete the full scope of Vending Machine Areas and Pantries per the

SOW

No more than 2 complaints per Month

Periodic inspections.

Validation from staff regarding cleanliness.

Favorable performance evaluation.

Unfavorable performance evaluation.

Fitness Centers, Health Units, and Laboratories

SOW

Section 1.11

Perform all services listed as Fitness Centers, Health Units, Complete the full scope of Fitness Centers, No more than 3 complaints per Month

Periodic inspections.

Validation from staff

Favorable performance evaluation.

Unfavorable and Laboratories.i n Section 1.11

Health Units, and Laboratori

es. per the

SOW

regarding cleanliness.

Policing SOW Section 1.12

Perform all services listed as Policing in Section 1.12

Complete the full scope of Policing per the

SOW

No more than 4 complaints per Month

Periodic inspections.

Validation from staff regarding cleanliness.

Favorable performance evaluation.

Unfavorable performance evaluation.

High Cleaning SOW Section 1.13

Perform all services listed High Cleaning in Section 1.13

Complete the full scope of High Cleaning per the

SOW

No more than 2 complaints per Month

Periodic inspections.

Validation from staff regarding cleanliness.

Favorable performance evaluation.

Unfavorable performance evaluation.

Blinds Dusting

SOW

Section 1.14

Perform all services listed as Blinds Dusting in Section 1.14

Complete the full scope of Blinds Dusting per the

SOW

No more than 5 complaints per Option Year

Validation from staff regarding cleanliness.

Favorable performance evaluation.

Unfavorable performance evaluation.

Plate Glass SOW Section 2.1

Perform all services listed as Plate Glass in Section 1.14

Complete the full scope of Plate Glass per the SOW

No more than 3 complaints per month

Validation from staff regarding cleanliness.

Favorable performance evaluation.

Unfavorable performance evaluation.

Ash Receptacles and Exterior Trash Containers

SOW

Section 2.2

Perform all services listed as Ash Receptacles and Exterior Trash Containers in Section 2.2

Complete the full scope of Ash Receptacl es and Exterior Trash Containers per the

SOW

No more than 5 complaints per Option Year

Validation from staff regarding cleanliness.

Favorable performance evaluation.

Unfavorable performance evaluation.

Policing Outside Areas

SOW

Section 2.3

Perform all services listed as Policing Outside Areas in Section 2.3

Complete the full scope of Policing Outside

No more than 4 complaints per Option Year

Validation from staff regarding cleanliness.

Favorable performance evaluation.

Unfavorable

Areas per the SOW

Canopies SOW Section 2.4

Perform all services listed as Canopies in Section 2.4

Complete the full scope of Canopies per the

SOW

No more than 5 complaints per Option Year

Validation from staff regarding cleanliness.

Favorable performance evaluation.

Unfavorable performance evaluation.

Underground Parking Structure (only at 1230 Taylor St.), Parking Lots, and Dock Areas

SOW

Section 2.5

Perform all services listed as Underground Parking Structure in Section 2.5

Complete the full scope of Undergrou nd Parking Structure (only at Taylor St.), Areas per the

SOW

No more than 5 complaints per Option Year

Periodic inspections.

Validation from staff regarding cleanliness.

Favorable performance evaluation.

Unfavorable performance evaluation.

Exterior Hard Surface Areas

SOW

Section 2.6

Perform all services listed as Exterior Hard Surface Areas in Section 2.6

Complete the full scope of Exterior Hard Surface Areas per the SOW

No more than 4 complaints per Option Year

Validation from staff regarding cleanliness.

Favorable performance evaluation.

Unfavorable performance evaluation.

Excrement Removal

SOW

Section 2.7

Perform all services listed as Excrement Removal in Section 2.7

Complete the full scope of Excrement Removal per the

SOW

No more than 5 complaints per Option Year

Validation from staff regarding cleanliness.

Favorable performance evaluation.

Unfavorable

6. RATINGS

Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. A rating scale shall be used to determine a positive, neutral, or negative outcome. The following ratings shall be used:

EXCEPTIONAL Performance meets task order requirements and exceeds many to the Government’s benefit. The task order performance of the element or sub-element being assessed was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.

Note: To justify an Exceptional rating, you should identify multiple significant events in each category and state how it was a benefit to the GOVERNMENT. However a singular event could be of such magnitude that it alone constitutes an Exceptional rating. Also there should have been NO significant weaknesses identified.

VERY GOOD

Performance meets task order requirements and exceeds some to the Government’s benefit. The task order performance of the element or sub-element being assessed was accomplished with some minor problems for which corrective actions taken by the contractor were effective.

Note: To justify a Very Good rating, you should identify a significant event in each category and state how it was a benefit to the GOVERNMENT. Also there should have been NO significant weaknesses identified.

SATISFACTORY

Performance meets task order requirements. The task order performance of the element or sub-element contains some minor problems for which corrective actions taken by the contractor appear or were satisfactory.

Note: To justify a Satisfactory rating, there should have been only minor problems, or major problems the contractor recovered from without impact to the contract. Also there should have been NO significant weaknesses identified.

MARGINAL

Performance does not meet some task order requirements. The task order performance of the element or sub-element being assessed reflects a serious problem for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear only marginally effective or were not fully implemented.

Note: To justify Marginal performance, you should identify a significant event in each category that the contractor had trouble overcoming and state how it impacted the GOVERNMENT. A Marginal rating should be supported by referencing the

Grounds Maintenance

SOW J-2 Perform all services listed under Grounds Maintenance in J-2

Complete the full scope of Grounds Maintenan ce per the

SOW

Grass shall be maintained a height of 3 inches.

Periodic Inspection

Favorable performance evaluation

Unfavorable management tool that notified the contractor of the contractual deficiency (e.g.

Management, Quality, Safety or Environmental Deficiency Report or letter).

UNSATISFACTORY

Performance does not meet most task order requirements and recovery is not likely in a timely manner. The task order performance of the element or sub-element being assessed contains serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

Note: To justify an Unsatisfactory rating, you should identify multiple significant events in each category that the contractor had trouble overcoming and state how it impacted the GOVERNMENT. However, a singular problem could be of such serious magnitude that it alone constitutes an unsatisfactory rating. An Unsatisfactory rating should be supported by referencing the management tools used to notify the contractor of the contractual deficiencies (e.g. Management, Quality, Safety or Environmental Deficiency Reports, or letters).

7. DOCUMENTING PERFORMANCE

• ACCEPTABLE PERFORMANCE: The Government shall document positive performance. Any report may become a part of the supporting documentation for any task order action by preparing annual past performance using CONTRACTOR PERFORMANCE ASSESSMENT REPORT

(CPAR).

• UNACCEPTABLE PERFORMANCE: When the task order does not meet the acceptable quality level, the CO shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case, the CO shall document the discussion and place it in the task order file.

o If the CO and COR determine formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR), present it to the CO for review and who will in turn present it to the contractors program manager.

o The contractor shall acknowledge receipt of the CDR in writing. The CDR will specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after the receipt the contractor has to present this corrective action plan to the CO. The Government shall review the contractor’s corrective action plan to determine acceptability. The CO shall also assure that the contractor receives impartial, fair, and equitable treatment. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance and the acceptability of the Contractor’s corrective action plan.

o Any CDRs may become part of the supporting documentation for any task order action deemed necessary by the CO. Sample CDR below.

CONTRACT DISCREPANCY REPORT

1. CONTRACT NUMBER 2. REPORT NUMBER FOR THIS DISCREPANCY

3. TO: (Contracting Officer) 4. FROM: (Name of COR)

5. DATES

a. CDR PREPARED

b. RETURNED BY

CONTRACTOR:

c. ACTION COMPLETE

6. DISCREPANCY OR PROBLEM (Describe in detail. Include reference to PWS Directive; attach continuation sheet if necessary.)

7. SIGNATURE OF COR Date:

8. SIGNATURE OF CONTRACTING OFFICER Date:

9a. TO (Contracting Officer) 9a. FROM (Contractor)

10. CONTRACTOR RESPONSE AS TO CAUSE, CORRECTIVE ACTION AND ACTIONS TO PREVENT

RECURRENCE. (Cite applicable quality control program procedures or new procedures. Attach continuation sheet(s) if necessary.)

11. SIGNATURE OF CONTRACTOR REPRESENTATIVE Date:

12. GOVERNMENT EVALUATION. (Acceptance, partial acceptance, reflection. Attach continuation sheet(s) if necessary.)

13. GOVERNMENT ACTIONS (Acceptance, partial acceptance, reflection. Attach continuation sheet(s) if necessary.)

14. CLOSE OUT

NAME TITLE SIGNATURE DATE

CONTRACTOR

NOTIFIED

COR

CONTRACTING

OFFICER

8. FREQUENCY OF MEASUREMENT

o Frequency of Measurement. The frequency of measurement is defined in the task order or otherwise in this document. The government (COR or CO) will periodically analyze whether the frequency of surveillance is appropriate for the work being performed.

o Frequency of Performance Reporting. The COR shall communicate with the contractor and will provide written reports to the CO quarterly (or as outlined in the task order or COR delegation) to review task order performance.

9. COR AND CONTRACTOR ACKNOWLEDGEMENT OF QASP

SIGNED:

COR NAME/TITLE DATE

SIGNED:

CONTRACTOR NAME/TITLE DATE