A23 Attachment - J8 PBMO OM QASP.pdf

PENTAGON BUILDING MANAGEMENT OFFICE

OPERATIONS & MAINTENANCE PROGRAM

QUALITY ASSURANCE SURVEILLANCE PLAN

For

UTILITY CLEANING AND PLUMBING PREVENTATIVE MAINTENANCE

SERVICES

Solicitation Number - HQ003421R0039 Dated 04/21/2021

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate the work performed by contractors. This QASP explains the following:

• What will be monitored.

• How monitoring will take place.

• Who will conduct the monitoring.

• How monitoring efforts and results will be documented.

This QASP does not detail how the contractors accomplish the work. Rather, the QASP is created with the premise that contractors are responsible for management and quality control actions to meet the terms of the Statement of Work (SOW) and/or Performance Work Statement (PWS), and to conform with applicable state codes, Federal regulations and industry standards. It is the Operations and Maintenance (O&M) quality assurance inspector’s responsibility to be objective, fair, and consistent in evaluating performance.

In addition, the QASP should recognize that unforeseen and uncontrollable situations may occur.

2. ROLES AND RESPONSIBILITY

2.1. Authority:

2.1.1 The Contracting Officer (CO) The CO 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

2.1.2 The Contracting Officers Representative (COR) is responsible for the inspection of work performed by the contractor. The COR shall directly inspect the contractor’s work, and review all issues identified by other parties. Where items brought to the CORs attention are determined to be legitimate, and actionable, by the COR, the COR will inform the Contractor of the respective issue, and work with them to come to a resolution. If the COR, and Contractor are unable to resolve the issue within the limits of the contract, the COR shall elevate the issue to the CO for resolution.

2.1.1 The O&M Inspector performing quality assurance functions shall have sufficient authority and organizational freedom to inspect contracted work, identify quality problems, and to report the issue to the Contract COR for follow-up action.

2.2 CO. Only the CO is authorized to bind the government and then, only to the extent of the authority delegated to them through the issuance of a warrant.

2.2.1 The CO shall ensure that the contractor receives impartial, fair, and equitable treatment under this contract.

2.2.2 The CO delegates authority for inspection and/or acceptance in accordance with terms of the contract.

2.2.3 The CO informs the contractor of the names, duties, and limitations of authority for all quality assurance personnel assigned to the contract.

2.2.4 Determine the final assessment of the contractor’s performance.

2.3 COR. Individual appointed by the CO to act on behalf of the CO within the limits of authority contained in the COR designation letter.

2.3.1 The COR evaluates and documents contractor performance in accordance with the QASP and PWS.

2.3.2 The COR notifies the CO of any significant performance deficiencies.

2.3.3 The COR maintains surveillance documentation

2.3.4 The COR recommends improvements to the QASP and PWS throughout the life of the contract.

2.4 O&M Quality Assurance Inspector’s Role: Individual assigned to a Contract by the O&M Office to support the COR in the inspection of contract performance.

2.4.1 O&M Inspectors shall provide quality assurance and independent assurance of construction, and maintenance activities, inspection, and materials testing (if necessary) on all projects.

2.4.2 Provide indirect oversight of the contract activities to ensure adherence to and compliance with applicable State codes, Federal regulations, industry standards, the statements of work and/or performance work statements.

2.4.3 Notifying the COR promptly of irregularities, deficiencies or sub-standard performance observed in the work in both oral and written form.

2.4.4 Maintain a daily inspection log which will include at a minimum, project/work order number, number of workers on site, weather conditions if applicable, materials on site, work accomplished, any deficiencies, or safety violations.

2.4.5 Inform the COR, in both oral and written format of any safety violations observed during daily inspections.

2.4.6 Maintain a record of the inspection reports and any other documentation in Maximo.

2.4.7 Follow up with COR to ensure “unfinished/non conforming” items have been addressed and fixed before project closure.

2.4.8 Preventive Maintenance (PM): Inspectors will coordinate with contract CORs to conduct inspections on PM tasks completed and verify that at least 70% of all assigned PM tasks are completed in accordance with developed job plans.

2.4.9 Inspectors will attend contract periodic meetings with the COR and contractors.

3 DESCRIPTION OF SERVICES

3.1 Scope of Work. The contractor shall provide and implement a comprehensive program for the maintenance, repairs, service, testing, inspection and certification of the Sanitary, Storm, Natural Gas, and Potable Water systems, as well as the Kitchen Exhaust systems on the Pentagon Reservation.

4 QUALITY REQUIREMENTS

4.1 Quality Control Program. The contractor, not the government, is responsible for management and quality control actions to meet the terms of the contract.

4.1.1 The quality control program is the driver for 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 quality control program, approved at the beginning of the contract, provides the measures needed to lead the contractor to success.

4.1.2 Once the quality control program is accepted, careful application of the process and standards presented in the remainder of this document will ensure a robust quality assurance program.

4.2 Performance Standards. To understand the standards to which the Government will be assessing the contractor’s performance see the below table from the PWS.

Performance Objective PWS Sections Performance Threshold Penalty

1st offence shall receive a warning from COR and CO

2nd offence shall receive a formal letter of concern

Perform PM 4, 8, 12 All systems are fully operational 99% of the time. Failed equipment is responded to within the proper response time 100% of the time, and no failed equipment or component down longer than permitted in Section 12.1 100% of the time.

3rd offence and up shall receive a 5% deduction in contract value, and an Unsatisfactory CPARS Evaluation.

5th Offense shall trigger contract termination.

Standard Compliance.

The final product provided to the Government is in compliance with the requirements and standards.

3, 18, and 19

No documented cases of failure to comply with the requirements of Sections 3, 18, and 19.

Any instances of failure to comply with the referenced standards, documented by the AHJ, will result in a 10% reduction of the contract amount.

No more than 3 documented tenant complaints of any kind deemed justifiable by both the head of PBMO O&M, and the COR.

For each complaint above four, 5% of the contract award amount shall be deducted.

Customer Service:

Complete the above requirements with little to no impact to the Pentagon Occupants, and Pentagon Operations and other scheduled work.

No documented cases of work occurring without proper coordination with PBMO O&M.

Any documented instance of failure to properly coordinate work, will result in a 2% deduction of the contract award amount.

1st offence shall receive a warning from COR and CO

Reports and Logs

3.6.1, 3.12, 14, Reports are 100% accurate, and delivered and received within the required time frame 99% of the time.

2nd offence shall receive a formal letter of concern

3rd offence and up shall receive a 5% deduction in contract value, and an Unsatisfactory CPARS Evaluation.

5th Offense shall trigger contract termination.

Any delay or series of delays determined by both the COR and KO to be the fault of the Contractor's, will result in a .5% deduction of the contract award amount for every day after 1 week beyond the original project completion date.

Adherence to Project Schedule

4.2.3 Schedule shall be managed so that

agreed upon completion dates are met

Any delay or series of delays determined by both the COR and KO to be the fault of the Contractor's, and that delays the completion of a project task identified 2 work weeks in advance of the tasks start date as impacting the Pentagon occupants will result in a 1% deduction for every day after 2 days beyond the original task completion date.

Obtaining Permits 19

No documented cases of performing work prior to receiving the required permits pertaining to the task.

Any instance of failure to comply with any and all Pentagon Reservation and Facilities Services Directorate permitting requirements will result in a 10% reduction of the contract amount.

5. SURVEILLANCE

5.1 Surveillance Methods: This QASP will incorporate periodic surveillance, random sampling, and 100% inspection as the approach to insure that work performed complies with applicable State codes, Federal regulations, industry standards, SOW and/or PWS requirements. Re-performance is the preferred method of correcting any unacceptable performance.

5.1.1 Periodic Surveillance: Appropriate for tasks that occur infrequently or where 100% inspection is neither required nor practical. This will be used for Preventive Maintenance work orders. 20% of all performed PM will be inspected with the inspection work orders entered into Maximo.

5.1.2 Random Sampling: Most appropriate method for reoccurring tasks. 20% of all service calls completed will be inspected with the inspection work orders entered into Maximo.

5.1.3 100% Inspection: This type of inspection will be used for all contracted projects. Inspectors will enter the inspection work orders into Maximo.

5.1.4 Customer feedback: Customer feedback will be used as an additional tool to gage quality of work performed. Inspectors will regularly be tasked to follow up on customer complaints after completion of the work required; inspectors will enter the inspection work orders into Maximo.

5.2 Surveillance Team. The surveillance team consists of the following key players: CO, COR, and Inspectors.

5.3 Acceptable Performance. The Government shall document positive performance. A Performance Assessment Report (PAR) template is attached (Appendix 2). Any report may become part of the supporting documentation for fixed price payments, award/incentive fee payments, CPARS entries, or other actions. Government acceptance of services permits the contractor to invoice for the service fee.

5.4 Unacceptable Performance. Unacceptable contractor performance can be identified by customer complaints (Appendix 3) or upon schedule surveillance evaluations. When unacceptable performance occurs, the COR shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. The COR shall document the discussion and place it in the COR file and provide a copy to the

CO.

If the number of complaints/defects exceeds the performance threshold for any objective, the COR will determine the possible cause of this unacceptable performance.

Government-caused complaints/defects shall not be counted against the contractor. The same applies to any other requirement of the contract when Government-caused complaints/defects are the cause of unacceptable contractor performance. If the contractor’s performance is judged unacceptable for any requirement by COR, the COR will inform the contractor’s on-site representative, and request his or her signature and date of surveillance on documentation acknowledging notification. If the on-site contractor representative refuses to sign, COR personnel shall annotate on the documentation the date and time of notification and name of representative and his/her refusal to acknowledge. If the contractor disputes the results of surveillance, COR must refer the contractor to the CO for resolution.

When the COR determines resolution of the issue is unlikely without further elevation, the COR shall prepare a Corrective Action Report (CAR). The CAR is forwarded to the CO for dissemination to the contractor. A CAR template is attached to this QASP (Appendix 4).

The contractor shall acknowledge receipt of the CAR in writing. The CAR 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 CAR will also state how long after receipt the contractor has to present this corrective action plan to the KO and COR. The Government may withhold payment for services until corrective action is taken. The Government shall review the contractor's corrective action plan to determine acceptability. Upon Government acceptance of the corrected services the contractor will be permitted to invoice for the service fee.

Any CAR may become a part of the supporting documentation for contract payment deductions, fixed fee deductions, award fee nonpayment, CPARS or other actions deemed necessary by the KO. 5.4 Revisions.

Revisions to this QASP are the joint responsibility of the requiring activity and the contracting office. However, as a result of partnering with the contractor, surveillance checklists may be revised jointly by COR personnel and contractor personnel. The CO must approve the revisions in writing before being used by COR personnel.

6. METRICS

6.1 Several methodologies will be used to measure contractor performance depending on the scope and complexity of the work performed.

• Interactive Customer Evaluation (ICE)

• Completion of project within cost

• Completion of project on schedule

• At least one quality checkpoint will be used during the project duration to ensure all applicable codes and regulations have been followed

• Quantity of work orders requiring re-work

ATTACHMENT 1

QUALITY ASSURANCE SURVEILLANCE FORM

SURVEY PERIOD: ___________________

SURVEILLANCE METHOD (Check): _____ Field Inspection _____ Contractor Logs _____ MAXIMO Database _____ Reports

LEVEL OF SURVEILLANCE SELECTED (Check):

_____ Monthly _____ Quarterly _____ As needed

PERCENTAGE OF ITEMS SAMPLED DURING SURVEY PERIOD: ______ %

ANALYSIS OF RESULTS:

OBSERVED SERVICE PROVIDER PERFORMANCE MEASUREMENT RATE

SERVICE PROVIDER’S PERFORMANCE (Check):

____ Meets Standards ____ Does Not Meet Standards

NARRATIVE OF PERFORMANCE DURING SURVEY PERIOD:

PREPARED BY: ______________________________ DATE: _________________

Appendix 2 – Performance Assessment Report

PERFORMANCE ASSESSMENT REPORT (PAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACT/TASK ORDER

NUMBER

2. CONTRACTOR 3. TYPE OF SERVICES

4. QUALITY ASSURANCE PERSONNEL (COR) SIGNATURE AND DATE

5. COR PHONE 6. SUSPENSE DATE

I. PERFORMANCE

7. DEFICIENCY (CHECK ALL BOXES THAT

APPLY)

NEW

REPEAT

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS PARAGRAPH ITEM

REVIEWED

9. BRIEF DESCRIPTION OF DEFICIENCY (IF DEFICIENCY

BOX WAS CHECKED)

10. DETAILED PERFORMANCE ASSESSMENT

II. CONTRACTOR VALIDATION

11. CONTRACTOR REPRESENTATIVE CONCUR

NON-CONCUR

12. CORRECTIVE ACTION ESTIMATED COMPLETION

DATE

13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF RECURRENCE OR REASON

FOR NON-CONCURRENCE OF COR CITED DEFICIENCY

III. ACTION CORRECTED

14. CONCUR NON-CONCUR COR SIGNATURE AND DATE

Appendix 3 – Customer Complaint Record

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING

NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

15. COR REMARKS (REQUIRED)

6. CONTRACTOR REPRESENTATIVE REMARKS

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

Appendix 4 – Corrective Action Report

CORRECTIVE ACTION REPORT (CAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACTOR

2. CONTRACT NUMBER

3. TYPE OF SERVICES

4. FUNCTIONAL AREA

5. SUSPENSE DATE

6. CONTROL NUMBER

7. DEFICIENCY MAJOR MINOR

FINDING:

FINDING IMPACT:

Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the contractor is not required to provide a response.

8. QUALITY ASSURANCE PERSONNEL (COR)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

10. COR RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. COR DETERMINATION

ACCEPTED REJECTED

12. CLOSE DATE

ATTACHMENT 2

EQUIPMENT DEFICIENCIES LOG

Item Equipment Serial Model Tag No Deficiencies

Deficiencies

15 `

PREPARED BY: ______________________________ DATE: _________________