A.03 QASP Custodial Services.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

MNG Aviation Custodial Services

June 2022

Table of Contents

1.0 INTRODUCTION

2.0 ROLES AND RESPONSIBILITIES

3.0 IDENTIFICATION OF SERVICES TO BE PERFORMED

4.0 METHODOLOGIES TO MONITOR PERFORMANCE

5.0 QUALITY ASSURANCE REPORTING

6.0 ANALYSIS OF QUALITY ASSURANCE MONITORING RESULTS

7.0. FAILURE TO PERFORM

ATTACHMENT 1 - QUALITY ASSURANCE SURVEILLANCE MATRIX (QASM)

ATTACHMENT 2 -- CONTRACT DEFICIENCY REPORT

ATTACHMENT 3 -- CONTRACTOR COMPLAINT FORM

ATTACHMENT 4 -- COR MONTHLY REPORT

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

1.0 INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) is pursuant to the requirements listed in the Performance Work Statement (PWS) entitled Custodial Services (CS) for Ministry of National Guard (MNG) Aviation. This performance-based plan sets forth the procedures and guidelines the Aviation Program Management Office (PMO) will use in evaluating the technical performance of the contractor.

1.1 PURPOSE

1.1.1 The purpose of the QASP is to describe the systematic methods used to measure performance and to identify the reports required and the resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards identified in the PWS.

1.1.2 This QASP is designed to define roles and responsibilities, identify the performance objectives, define the methodologies used to monitor and evaluate the contractor’s performance, describe quality assurance reporting, and describe the analysis of quality assurance monitoring results.

1.2 PERFORMANCE MANAGEMENT APPROACH

1.2.1 The PWS structures the acquisition around “what” service is required as opposed to “how” the contractor should perform the work. This QASP will define the performance management approach taken by the Aviation PMO to monitor, manage, and take appropriate action on the contractor’s performance against expected outcomes or performance objectives communicated in the PWS. Performance management rests upon developing a capability to review and analyze information generated through performance metrics. The ability to make decisions based on the analysis of performance data is the cornerstone of performance management. The data generated in a performance management approach provides information that indicates whether the contractor is achieving the expected outcomes for required services adequately.

1.2.2 Performance management also represents a significant shift from the more traditional Quality Assurance (QA) concepts in several ways. Performance management focuses on assessing whether outcomes are being achieved and migrates away from scrutiny on compliance with the processes and practices used to achieve the outcome.

The only exceptions to process reviews are those required by law (Federal, State, and local) and compelling business situations such as safety and health. An outcome focus provides the contractor flexibility to continuously improve and innovate over the course of the contract if the critical outcomes expected are being achieved at the desired levels of performance.

1.3 PERFORMANCE MANAGEMENT STRATEGY

1.3.1 The contractor’s Quality Control Plan (QCP) will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. The contractor will develop and implement a performance management system with processes to assess and report their performance to the designated Government representative.

1.3.2 The Government representative will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against communicated performance objectives. The Government will make decisions based on performance measurement metric data and notify the contractor of those decisions. The contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

2.0 ROLES AND RESPONSIBILITIES

2.1 The Contracting Officer (KO). The KO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The KO shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract. Determine the final assessment of the contractor’s performance.

2.2 The KO will designate one full-time Contracting Officer’s Representative (COR) as the Government authority for performance management. The number of additional representatives serving as Technical Inspectors depends upon the complexity of the services measured as well as the contractor’s performance.

2.3 The COR is responsible for providing technical oversight of the contractor’s performance. The COR shall use the QASP to conduct the oversight/surveillance process. The COR shall keep a QA file that accurately documents the contractor’s actual performance. The purpose is to ensure that the contractor meets the performance standards contained in the contract. The COR is responsible for reporting early identification of performance problems to the KO. The COR is required to provide an annual performance assessment to the KO which will be used in documenting past performance. The QASP is the primary tool for documenting contractor performance.

The COR is not empowered to make any contractual commitments or to authorize any contractual change on the Government’s behalf.

3.0 IDENTIFICATION OF SERVICES TO BE PERFORMED

The contractor shall provide services in accordance with the PWS. The performance standards are established in the paragraph of the PWS that covers the specific category of work and the Performance Requirements Summary (PRS) attached to the PWS.

4.0 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 In an effort to minimize the contract administration burden, simplified methods of surveillance techniques shall be used by the Government to evaluate contractor performance. The primary methods of surveillance are random checks, observations, inspections, complaints and review of those records and files that are required to be maintained and delivered under this statement of work. The Government will use appointed representatives, as well as reports and input from Requirement Office employees and visitors as sources of comments on the contractor’s performance.

4.2 The contractor is expected to establish and maintain professional communication between its employees and customers. The primary objective of professional communication between employees and customers 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. Performance management drives the contractor to be customer focused through initially addressing customer complaints and investigating the issues and/or problems.

NOTE: The customer always has the option to communicate complaints to the COR as opposed to the contractor. The COR will accept the customer complaints and will investigate using the Contractor Complaint Form (Attachment 3).

4.3 The performance threshold located in the Quality Assurance Surveillance Matrix (Attachment 1) for contractor performance are structured to allow the contractor to manage how the work is performed while providing negative incentives for performance shortfalls.

5.0 QUALITY ASSURANCE REPORTING

5.1 The performance management feedback loop begins with the communication of expected outcomes. Performance standards are expressed in the PWS’ Attachment A, Performance Requirements Summary (PRS), and measured by the required performance metrics in Quality Assurance Surveillance Matrix (Attachment 1).

5.2 The Government’s QA monitoring, accomplished by the COR, will be reported using the COR Monthly Report (Attachment 4). This form, when completed, will document the COR’s understanding of the contractor’s performance under the contract to ensure that the PWS requirements are being met.

5.2.1 The COR will complete this form and retain a copy of the report in their COR file.

6.0 ANALYSIS OF QUALITY ASSURANCE MONITORING RESULTS

6.1 The Government shall use the observation methods cited to determine whether the performance thresholds have been met. The Government will evaluate the results using the Quality Assurance Surveillance Matrix (Attachment 1). The monthly evaluation results may cause adjustments to the contractor’s monthly payments, should performance not meet the performance threshold.

6.2 At the end of each month, the COR will prepare a written report for the KO summarizing the overall results of the quality assurance monitoring of the contractor’s performance. This written report that consists of the Contractor’s submitted monthly report and the completed COR Monthly Report (Attachment 4), which will become part of the contract QA documentation.

6.3 The KO may require the contractor’s project manager, or a designated alternate, to meet with the KO, COR, and other Government personnel as deemed necessary to discuss performance evaluation. The KO will define a frequency of in-depth reviews with the contractor, however if the need arises, the contractor will meet with the KO as often as required or per the contractor’s request. The agenda of the reviews may discuss:

• Monthly performance measured by the metrics and trends

• Issues and concerns of both parties

• Projected outlook for upcoming months and progress against expected trends

• Recommendations made by the COR based on contractor information

• Issues arising from independent reviews and inspections

6.4 In addition to QA monitoring, the COR will use the information contained in the contractor’s monthly report to assess the contractor’s level of performance for each objective measured in the QASP (detailed in Attachment 1). The KO/COR must coordinate and communicate with the contractor to resolve issues and concerns of marginal or unacceptable performance. The contractor will discuss with the KO/COR satisfaction ratings receiving as a “less than acceptable” rating. For such cases, the contractor should highlight its perspective on factors driving customer satisfaction and present plans to adjust service levels accordingly to bring the satisfaction rating up to an acceptable level.

6.5 The KO/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 as a contract modification at the convenience of the KO.

7.0. FAILURE TO PERFORM

7.1 The contractor may receive deductions or even termination based on failure to perform. The following criteria apply for determining appropriate action:

• Notifications. Consistent with FAR Part 49, the KO shall notify the service provider of failure to meet standards through QA monitoring forms, cure notices, or show cause notices (see Attachment 2, Contract Deficiency Report) and shall inform the service provider manager or designated alternate of such notices.

• Deductions. The Government has the right to deduct a specified dollar for failure to meet performance standards. The amount is identified in the Performance Requirements Incentives/Reductions.

• Termination. If the KO determines that the contractor has failed to perform to the extent that a termination for default is justified, the KO shall issue a notice of termination, consistent with FAR Part 49.

Attachment 1 - Quality Assurance Surveillance Matrix (QASM)

June 1, 2022

Performance Objective Standard Performance

Threshold Method of

Surveillance Frequency of Surveillance

Observation

The contractor shall Sweep/Dust mop in accordance with PWS para 5.3.1.1, 5.3.3.1 & 5.5.2.1

Clean. No litter and all surfaces free of dust.

95% with no more than one valid customer complaint a month

Random Sampling, Periodic Surveillance and/or Validated Customer Complaint clean walk-off mats in accordance with PWS para 5.3.1.2 & 5.5.1.2

Clean. Free of dirt, detritus, and stains.

95% with no more than one valid customer complaint a month

Random Sampling, Periodic Surveillance empty waste containers in accordance with PWS para 5.3.1.3 & 5.3.3.2

Containers empty. Liners clean and not torn. Refuse deposited in dumpsters. No refuse left outside dumpsters.

95% with no more than one valid customer complaint a month

Random Sampling, Periodic Surveillance damp mop in accordance with PWS para 5.3.2.1 & 5.5.2.2

Clean. No litter, mop strands, streaks, swirl marks, or detergent residue left on floors. No splash marks on furniture, walls, baseboards, etc.

95% with no more than one valid customer complaint a month

Random Sampling, Periodic Surveillance clean fixtures in accordance with PWS para 5.3.3.3

Odor-free. All fixtures, walls, & floors clean.

Lavatories, commodes, & floors sanitary.

95% with no more than one valid customer complaint a month

Random Sampling, Periodic Surveillance service restrooms in accordance with PWS para 5.3.3.4

Soap, towels, & toilet tissue adequate until next cleaning day.

95% with no more than one valid customer complaint a month

Random Sampling, Periodic Surveillance

Performance Objective Standard Performance

Threshold Method of

Surveillance Frequency of Surveillance

Observation

Clean drinking fountains in accordance with PWS para 5.4.1.1

Clean, sanitary.

customer complaint a month

Random Sampling, Periodic Surveillance and/or Validated

Random Inspection

Clean restrooms in accordance with PWS para 5.4.2.1 & 5.5.3.1

Odor-free. All fixtures, walls, & floors clean to include graffiti removal.

Lavatories, commodes, & floors sanitary.

95% with no more than one valid customer complaint a month

Random Sampling, Periodic Surveillance and/or Validated

Vacuum carpet and rugs in accordance with PWS para 5.5.1.1

Clean. Free of dirt and detritus. 95% with no more than one valid customer complaint a month

Random Sampling, Periodic Surveillance

Spray clean and buff floors in accordance with PWS para 5.6.1.1

Clean. No litter, mop strands, streaks, swirl marks, or detergent residue left on floors. No splash marks on furniture, walls, baseboards, etc.

95% with no more than one valid customer complaint a month

Random Sampling, Periodic Surveillance and/or Validated

Wax and buff floors in accordance with PWS para 5.6.1.2

A properly waxed floor should have a thin, even coating.

Floor should be clean and bright in corners and under furniture as well as in other areas.

Wax should be buffed to a uniform sheen, leaving no heavy brush marks.

customer complaint a month

Random Sampling, Periodic Surveillance

Strip and re-wax floors in accordance with PWS para 5.7.1.1

Use appropriate wax stripper or remover based on floor material.

Proper re-waxing according to established waxing standard.

95% with no more than one valid customer complaint a month

Random Sampling, Periodic Surveillance and/or Validated

Shampoo carpets and rugs in accordance with PWS para 5.7.1.2

Clean. No litter, streaks, swirl marks, or detergent/shampoo residue left on carpets. No splash marks on furniture, walls, baseboards,etc.

95% with no more than one valid customer complaint a month

Random Sampling, Periodic Surveillance

ATTACHMENT 2 -- CONTRACT DEFICIENCY REPORT

ATTACHMENT 3 -- CONTRACTOR COMPLAINT FORM

Date:

Contract Number: Order Number:

Contractor’s Program Manager’s Name: Phone Number:

Name of Contractor Company: Company POC & Phone Number:

Name of individual filing the complaint:

Names of Individuals Involved in the complaint:

Names of individuals that have been notified of complaint (COR, PM, Company, etc):

Date the incident occurred:

Describe the incident:

Government Response:

COR Signature Contractor’s Signature:

Attach continuation sheet(s) if necessary

ATTACHMENT 4 -- COR MONTHLY REPORT

REPORT FOR MONTH ENDING MM/YYYY

COR Name:

Contract Number:

Contract Period of Performance From: To:

SURVEILLANCE METHOD

100% Inspection

Random Onsite Inspection

Scheduled Periodic Inspection

Contractor Submitted Report

CONTRACTOR'S QUALITY OF WORK

Exceptional

Very Good

Satisfactory

Marginal

Unsatisfactory

Has the Contractor conducted duties in a timely manner? Yes No

Were all the items in the QASP inspected? Yes No

Is the job progressing on schedule? Yes No

Are there any significant issues to report? Yes No

Are there any discrepancies to report? Yes No

Are there any issues for the CO to be aware of? Yes No

Has the contractor met all contract requirements? Yes No

I certify that this report is in accordance with the Inspection of Services Clause FAR part 52.246-4 or the inspections for commercial contracts FAR part 52.212-4(a), the monthly surveillance schedule, and the QASP. I hereby certify that services have been received and accepted.

COR Signature:

Number of customer complaints this month?