ATCH-2_1240BE24Q0062-0002_ECRD_QASP_07232024.pdf

1240BE24Q0062-0002_MAL_QASP

Attachment 2, Quality Assurance Surveillance Program, Page 1 of 13

US Department of Agriculture (USDA)

Quality Assurance Surveillance Plan

Janitorial Services for the Emigrant Creek Ranger District Hines, Oregon

Solicitation / Contract Number

1240BE24Q0062-0002

Contract Number (TBD)

Attachment 2, Quality Assurance Surveillance Program, Page 2 of 13

Contents Solicitation / Contract Number Project Name Solicitation / Contract Number Section 1: Introduction

1.1 Purpose

1.2 QASP Relation to the Contract

1.2.1 QASP Revisions

1.2.2 Surveillance of Performance Progression

1.3 QASP Relation to the Quality Control Plan (QCP)

Section 2: Performance Description

2.1 Performance Standards and Acceptable Quality Levels (AQLs)

2.1.1 Allowable Deviation

2.1.2 Substantially Complete

2.2 Non-Performance

2.2.1 Documentation

2.2.2 Remedial Actions

Section 3: Contractor and Government Responsibilities

3.1 Contractor Responsibility

3.2 Government Responsibility

3.2.1 Contracting Officer (CO)

3.2.2 Contracting Officer Representative (COR)

3.2.3 Customers: Not Used

Section 4: Surveillance Methods to Perform Quality Assurance

4.1 Surveillance Methods

4.2 Analysis and Results

Appendix A: Performance Requirement Summary Appendix B: Example Daily Check List Appendix C: Example US Forest Service Daily Diary Appendix D: Example Guide / Inspection List Appendix E: Example Quality Assurance Monitoring Appendix F: Example Customer Complaint Investigation

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Project Name Janitorial Services for the Emigrant Creek Ranger District, Hines, Oregon

Solicitation / Contract Number 1240BE24Q0062-0002 / Contract Number (TBA)

Section 1: Introduction This Quality Assurance Surveillance Plan (QASP) is pursuant to the requirements listed in the performance work statement (PWS) entitled, Emigrant Creek Ranger District, Hines, Oregon. This plan sets forth the procedures and guidelines that the USDA, Umatilla National Forest will use in ensuring the required performance standards or services levels are achieved by the contractor.

1.1 Purpose

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. 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 QASP Relation to the Contract

1.2.1 QASP Revisions

The Contracting Officer Representative (COR) may make revisions or changes to the QASP procedures and surveillance methods or increase or decrease the degree of surveillance methods at any time during the contract performance period. Changes to the Metric must be incorporated into the PWS, Performance Requirement Summary (PRS) and QASP by a bilateral modification to contract that is issued by the Contracting Officer (CO). A copy of the QASP is provided to the contractor to enable the contractor to enhance its Quality Control (QC) program to perform in accordance with its Quality Control Plan (QCP).

1.2.2 Surveillance of Performance Progression

As the performance period progresses, the levels of surveillance may be altered for service areas where performance is either consistently excellent or unsatisfactory. If consistently good performance, then the amount of surveillance may be reduced. If observations reveal consistent deficiencies, increased surveillance may be implemented.

1.3 QASP Relation to the Quality Control Plan (QCP)

The QCP is a required element of contract and the Contractor shall adhere to its established quality control processes and procedures in managing and performing work as described in the contract. While the QCP represents the way in which the Contractor will ensure its quality and timeliness of services, as defined in the PWS, the QASP represents the way in which the Government personnel specified in Section 3: Contractor and Government Responsibilities, Paragraph 3.2, Government Responsibilities will evaluate the contractor’s performance. The contractor’s QC program and the residual organization’s QASP should be complementary programs that ensure successful contractor performance.

Section 2: Performance Description Performance of the contractor will be monitored through the surveillance methods described in Section 4: Surveillance Methods to Perform Quality Assurance to assess the Contractor’s performance against PWS requirements.

2.1 Performance Standards and Acceptable Quality Levels (AQLs) For selected activities in the PWS, the PRS provides a performance standard and an AQL. A performance standard is the expected level of contractor performance. An AQL defines the level of performance that is satisfactory. Depending on the service evaluated and the evaluation method selected, performance standards and AQLs may be stated as a number of occurrences or as a percentage. Performance standards and AQLs for random sampling and 100 percent inspection

Attachment 2, Quality Assurance Surveillance Program, Page 4 of 13 are generally stated as percentages. For periodic inspections, performance standards may be stated as either percentages or as absolute numbers.

The contract requires the Contractor to perform all work as specified. Any inaccuracies or omissions in services or products are referred to as “defects” on the part of the Contractor. The Contractor shall be responsible for all identified defects and may be required to perform the work at no cost to the government. The AQLs take into account that in some instances an allowable level of deficiencies (deviations) is possible while overall performance continues to meet the government’s desired level of service.

2.1.1 Allowable Deviation

The AQLs define the level or number of performance deficiencies the Contractor is permitted to reach under this contract. AQLs take into account the difference between an occasional defect and a gross number of defects. AQLs can be expressed as a percentage of or as an absolute number (e.g., three per month). There may be instances where 100 percent compliance is required, and no deviation is acceptable (e.g., where safety is involved).

2.1.2 Substantially Complete

In some cases, service outputs are evaluated using subjective values (e.g., excellent, satisfactory, unsatisfactory). The criteria for acceptable performance and for defects must be defined for these service outputs. The concept of “substantially complete” should be the basis for inspections based on subjective scales. Work is considered “substantially complete” where there has been no significant departure from the terms of the contract and no omission of essential work. In addition, the Contractor has performed the work required to the best of its ability and the only variance consists of minor omissions or deficiencies.

2.2 Non-Performance

Non-performance occurs when the contractor’s performance does not meet the AQL for a given requirement.

Requirements may contain multiple performance elements, and therefore, deficiencies may occur in one or more aspects of performance (e.g., timeliness, accuracy, completeness, etc.) or subject areas of effort.

When surveillance indicates that the contractor's service output is not in compliance with the contract requirements, the Contracting Officer’s Representative (COR) must determine whether the Contractor or the Government caused the deficiency. If the cause of the defect rests with the Government, corrective action must be taken through Government channels. If the cause of the defect is due to action or inaction by the contractor, the contractor is responsible for correction of the problem at no additional expense to the Government.

2.2.1 Documentation

Documentation of work non-performed or unacceptable work is essential for tracking Contractor performance. The COR will document deficient work by compiling facts describing the inspection methods and results and to substantiate nonconformance with the contract. A sample documentation reporting form is provided in Appendix D, Example Surveillance Form. The documentation, with any recommendations, will be forwarded to the CO. In the case of the Contractor, the COR will decide whether to elevate the problem to the CO for corrective action.

2.2.2 Remedial Actions

The Federal Acquisition Regulation allows for penalties in the event that the Contractor fails to perform the required services. Penalties are defined as those actions taken under the direction of the CO against the contractor within the general provisions of the contract for nonconformance to the PWS and PRS.

Section 3: Contractor and Government Responsibilities

3.1 Contractor Responsibility

The Contractor is responsible for delivering products or services in accordance with the contract. Implementing its QCP, which describes the Contractor’s methods for ensuring all products and services under the contract meet established

Attachment 2, Quality Assurance Surveillance Program, Page 5 of 13 performance standards and AQLs. Maintaining, and providing for audit, quality control records and reports and all records associated with the investigation and complaint resolutions. Appointing a single quality control point-of-contact to act as a central recipient of communication from the COR or CO.

3.2 Government Responsibility

3.2.1 Contracting Officer (CO)

The CO is responsible for administering and monitoring contract compliance, contract administration, and cost control and for resolving any differences between the observations documented by COR and the contractor’s performance. The CO may delegate various day-to-day contract administration duties to a Administering ACO (ACO) and/or the COR for performance management and administrative actions such as invoice approval and issuance of Contract Discrepancy Reports may be, and normally are, delegated by the CO to the COR. The CO shall approve any revisions to the QASP processes or standards.

3.2.2 Contracting Officer Representative (COR)

The COR, is designated in writing, by the CO. The COR will ensure that the QA function is properly executed, plays a key role in contract administration and performs the contract surveillance and monitoring. Some key contract administration duties include, but are not limited to, performs surveillance as required by this QASP; make recommendations to the CO for issuance of Contract Discrepancy Reports or letters of commendation and acceptance or rejection of completed work and for administrative actions based on unsatisfactory or non-performed work, and revisions or changes to the QASP;

and assists the CO in identifying necessary contract modifications and preparing reports of Contractor performance and cost.

The COR may use the form(s) included in the Appendices to perform the inspection or other forms as approved by the CO. The Contractor overall guidance is also provided by FAR.

3.2.3 Customers: Not Used.

Section 4: Surveillance Methods to Perform Quality Assurance

4.1 Surveillance Methods

The surveillance methods used in the QA process are the Government’s tools to monitor the Contractor’s products and services. The best means of determining whether the Contractor has met all contract requirements is to inspect the Contractor’s service products and analyze the results. Further, documented inspection results are an effective tool in contract administration that can confirm the successful achievement of all performance requirements or highlight areas where defects exist and improvements are necessary.

4.1.1 100 Percent Inspection The 100 percent inspection method requires complete inspection each month and will be used for critical contract requirements.

4.1.1.1 Performance Standards and AQLs

Calculating Acceptable Quality Level, AQL: Acceptable quality levels AQL will be calculated by dividing the number of acceptable occurrences observed by the number of possible occurrences observed. For example: Paragraph 3.2 in month one the COR observed 20 janitorial services. Of the 20 observed services, 19 were satisfactory. 19 satisfactory observations divided by 20 possible observation equals 0.95 or 95%.

4.2 Analysis and Results

When the inspections and observations have been completed, the COR will perform an analysis of the Contractor’s performance. The purpose of the analysis is to ensure Government is receiving high-quality products and services from the Contractor. The COR will review the results, rate the Contractor’s compliance with the performance standards and

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AQLs, and characterize the Contractor’s overall performance. Analysis of all types of contract monitoring will result in one of the following outcomes:

Performance Rating

Criteria

Exceptional

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

Very Good

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

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

Marginal

Performance does not meet some contractual requirements. The contractual performance of the element or sub-element being evaluated 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.

Unsatisfactory

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

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Appendix A: Performance Requirement Summary

PERFORMANCE REQUIREMENT SUMMARY

Required Services (PWS Task)

Performance Standard

Acceptable

Quality Level

(AQL)

Method of

Surveillance

Janitorial Services.

Emigrant Creek Ranger District Hines, OR. IAW PWS Para 3.2.

Named areas shall be clean, and free of dust. Trash shall be removed. Sinks and water fountains will be clean with no residue.

Surveillance will be random, but no area will be observed more than once daily.

95% Periodic inspections, and random, observations, customer complaints

Office Carpet Cleaning and Floor Strip and Wax.

When directed. IAW PWS Para 3.3

Carpets shall be free of obvious removable spots, stains, soiled traffic pattern, dirt, debris, gum, and crusted material. There shall be no areas of deterioration or fuzzing. Floors shall be clean, free of dirt and stains with no wax build-up. Floors will have a high sheen appearance.

95% 100% inspection and Surveillance will follow performance within 3 days

Office Exterior and Interior Window washing.

IAW PWS Para 3.4.

Windows shall be clean, with no streaks. Contractor report shall be submitted within 3 days.

95% 100% inspection and Surveillance will follow performance within 3 days

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Appendix B: Example Daily Check List The following document is only an example, which is not all inclusive, that can be revised and used, if applicable, in the QASP as attachments or exhibits.

Quality Assurance Checklist Date _____________________ Minimum Services A. Three times a week (listed buildings in PWS identified as the main office, fire office and public restroom).

o Clean floors and entries. Sweep tiled and linoleum areas and vacuum all carpeted areas including the front entryway and sidewalk.

o Damp mop entrance way floor in Main office.

o Empty all waste baskets and refuse containers into dumpsters.

o Clean, mop and sanitize scrub toilet (bowls, seats, tanks, base), urinals, sinks, restroom facilities/floors, utility room sinks, drinking fountain, and adjacent floor and wall areas.

o Replenish paper towels, soap, and toilet paper dispensers in restrooms.

o Clean glass on front doors of finger prints, bird droppings. etc o Dust displays in entryway i.e. owl’s area and display case in fire office.

o Empty and clean ashtrays by office entrances.

B. Weekly Service:

o Wet mop and buff linoleum/tile. (Remove all black scuff marks from linoleum or vinyl flooring & re-wax if necessary.)

o Damp wipe meeting room tables.

o Dust all window blinds and dust cobwebs from ceilings/walls.

o Clean office porches underneath overhang area of buildings, removing spider webs, and bird droppings. (clean bird droppings off railings on the front porch area with soap and water, from May thru September).

o Clean handprints and other easily removable spots from walls and doors.

o Dust all office furniture, door jambs, doors, window sills, door glass, floor, ceiling, vents, and heat registers.

o Clean glass display case of finger prints and other dirt.

o Spot clean carpet in between cleanings as needed.

C. Three times a year (October, February, and June): Please let COR know when these items have been accomplished for contract folder.

o Wash restroom walls. Date completed _____________________________ o Dust light fixtures, (tops and bottoms), remove covers and clean out bugs. Date completed __________ o High Cleaning. Surfaces between 70 inches and ceiling level shall be cleaned, free of dirt, dust, and cobwebs.

Date Completed ______________ o Interior windows cleaned. Date Completed________________

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D. Twice Yearly (April and October): Please let COR know when these items have been accomplished for contract folder.

o Strip all wax from floors to remove build-up, re-seal floors and apply new wax. Date completed _______ o Shampoo or chemical clean carpets. Date completed ____________________________ o Exterior window cleaning. Date completed___________________

E. Emergency On-Call (Item 2 on Schedule of Items)

1. Items required will be taken from Specification A listed above. i.e. empty garbage, clean restrooms, extra vacuuming, sweeping, etc.

F. As-Needed Services (Items 3-5 on Schedule of Items) o Vacuum and shampoo all carpet areas.

o Strip and wax all tile floor areas.

o Vinyl floors may be mopped and cleaned.

o Wipe down all walls, window sill, door handles.

o Wipe all shelving and cupboards inside and out, thoroughly clean all counter tops, tables, sinks.

o Thoroughly clean all appliances present.

o Clean bathrooms and all fixtures and furnishings.

o Clean closet interiors, shelving, flooring, walls.

o Wash all windows inside and outside.

o Sweep garage floor.

Contractor shall notify COR in writing or verbally at least 1 week in advance of performance of Item C, Three times a year and Item D, Twice Yearly cleaning. Contractor will notify COR in writing or verbally by next business day when Item C or D is performed or when light bulbs are replaced.

Comments:

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Appendix C: Example US Forest Service Daily Diary The following document is only an example, which is not all inclusive, that can be revised and used, if applicable, in the QASP as attachments or exhibits.

USDA - Forest Service FS-6300-0020 Rev 01/17

CONTRACT DAILY DIARY

(Reference FSH 6309.32)

1. FOREST

2. CONTRACT NO. 1240BE23D0004 Task Order 1240BE23F0099

3. PROJECT

4. CONTRACTOR 5. CONTRACTOR

REPRESENTATIVE ON

SITE

6. GOVERNMENT OFFICIALS ON SITE

7. DATE 8. DAY OF WEEK 9. TIME ARRIVED 10. TIME

DEPARTED

11. WEATHER

12.

TEMPE

Min.

RATURE °F.

Max.

13. GROUND CONDITION 14. CONTRACT TIME 15. DAYS USED 16. COMPLETION DATE

17. TIME USED (%) 18. WORK COMPLETED (%) 19. WORK ON SCHEDULE 20. CONTRACTOR'S WORK - (X Appropriate Box)

YES NO Acceptable Unacceptable - Explain in narrative

21. CHANGE ORDERS/AMENDMENTS ISSUED 22. WORK ORDERS ISSUED (Include SUSPEND/RESUME)

23. MATERIALS FURNISHED TO JOB SITE (Furnished By: G-Govt.; C-Cont.; S-Subcont.)

24. LIST EQUIPMENT ON SITE (Furnished by G-Govt.; C-Cont.; S-Subcont.)

Type Contract Item Number and Location of Use Hours Used

25. LIST CONTRACT PAYMENTS, REPORTS, CORRESPONDENCE,

ETC.

26. WORKERS ON SITE Number

Item Prep Submit Classification PRIME SUB

27. GOVERNMENT PROVIDED SERVICES ADEQUATELY AND

TIMELY

YES NO - Explain in narr ativ e

28. NARRATIVE REPORT

Weekly Surveillance Summary

Communication Shop: _____________ Comment:

Auto Maintenance Shop: ___________ Comment:

Road Crew Office: ________________ Comment:

Fire Office and Training: __________ _ Comment:

Restroom (A): ____________________ Comment:

Restroom (B) _____________________ Comment:

Interior Windows: __________________ Comment

Exterior Windows ___________________ Comment:

Shampoo Carpets: __________________Comment:

29. SIGNATURE 30. TITLE 31. ADDTL SPACE NEEDED

(continued on 6300-21)

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Appendix D: Example Guide / Inspection List The following document is only an example, which is not all inclusive, that can be revised and used, if applicable, in the QASP as attachments or exhibits.

CONTRACT NUMBER: ___________________________________

SERVICE FUNCTION:

PWS SECTION:

1 Method of Surveillance:

2 Lot Size:

3 Sample Size:

4 Performance Requirement: Performance is Excellent (E) when ___________or fewer defects are discovered per month. Performance is Satisfactory (S) when ________ or fewer defects are discovered per month. Performance is Unsatisfactory (U) when _______ or more defects are discovered per month.

5 Sampling Procedure: Instructions on how to select the sample must be clear and complete

6 Inspection Procedure: The procedure must be detailed enough to allow a yes/no objective decision as to the acceptability of performance by anyone making the inspection. Explain when evaluation is to occur and what is acceptable/unacceptable

Performance: Excellent (E), Satisfactory (S), Unsatisfactory (U), Not Applicable (N/A)

PRS Requirements Timeliness Quality of Work Notes

Overall Rating Of Inspection (E, S, U or N/A)

COR/Inspector Comments:

Contractor Signature: ___ Date: __

COR Signature: ____________________Date: _________________

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Appendix E: Example Quality Assurance Monitoring The following document is only an example, which is not all inclusive, that can be revised and used, if applicable, in the QASP as attachments or exhibits.

CONTRACT NUMBER: ______________________________________

SERVICE or STANDARD:

SURVEY PERIOD:

SURVEILLANCE METHOD (Check the applicable item):

Random Sampling 100% Inspection Periodic Inspection Customer Complaint

LEVEL OF SURVEILLANCE (Check the applicable item):

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 the applicable item):

Meets Standards

Does Not Meet Standards

Narrative of Performance During Survey Period:

Prepared By: _______________________________ Date: ______________

Attachment 2, Quality Assurance Surveillance Program, Page 13 of 13

Appendix F: Example Customer Complaint Investigation The following document is only an example, which is not all inclusive, that can be revised and used, if applicable, in the QASP as attachments or exhibits.

CONTRACT NUMBER: _________________________

SERVICE or STANDARD:

SURVEY PERIOD: ___________________

DATE COMPLAINT RECEIVED: ____________

SOURCE OF COMPLAINT: _________________________________________ (Name) _______________________________________________________________ (Organization) ___________________ (Phone No.) _________________________________ (Email Address)

NATURE OF COMPLAINT:

RESULTS OF COMPLAINT INVESTIGATION:

DATE SERVICE PROVIDER INFORMED OF COMPLAINT: _____________

CORRECTIVE ACTION TAKEN BY SERVICE PROVIDER:

Received and Validated By: __________________________________________ Prepared By: _____________________________ Date: _________________