Attachment 1-QASP Salisbury Janitorial.docx

SALISBURY VA MEDICAL CENTER, JANITORIAL SERVICES

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 monitoring efforts and results will 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.

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 contract modification. 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 contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also assure that the contractor receives impartial, fair, and equitable treatment under this contract. 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 contract and shall assure 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.

Performance Standards Performance standards define desired services. The Government performs surveillance to determine if the contractor exceeds, meets or does not meet these standards.

Standards Provided in PWS Attachment #1:

Combined EMS Standard Operating Procedures, Ref For Contracted Janitorial Services

The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).

3. ASSESSMENT METHOD

Contractor performance is inspected and evaluated on key areas of performance. Method of surveillance is 100% inspection and sampling.

4. ACCEPTABLE QUALITY LEVEL (AQL)

The acceptable quality level is the degree to which the Government will allow the Contractor’s key areas of performance to vary.

5. KEY AREAS OF PERFORMANCE

These assessments are submitted to the Federal Government’s Past Performance Retrieval System (CPARS).

If warranted, based on the terms and conditions of the contract, the contract could be terminated for cause.

Elevators:

The Contractor shall clean all interior surfaces, including doors, metal thresholds, tracks, and fans.

Floor maintenance (non-carpeted):

a) The Contractor shall sweep, dust, and damp mop hard-surfaces, resilient flooring to include normal traffic areas, group rooms, and restrooms. The floors shall be swept, dusted and damp mop using a treated or dust- free method/mop. The Contractor shall ensure that the cleaning includes the corners and abutments. The Contractor shall tilt or move chairs, trash receptacles, and other easily movable items so as to clean underneath and shall return items to their proper position.

b) The Contractor shall wet-mop and scrubs using germicidal type detergent to sanitize all accessible areas including corners and abutments. The Contractor shall remove any splash marks or mop streaks on furniture, walls, baseboards, etc., or mop strands remaining in the area. The Contractor shall not mop wood or carpeted floors.

c) The Contractor shall spray and buff all floors accessible to floor machine unless specified elsewhere as having carpet or special flooring. The Contractor shall apply a uniform coating of non-skid floor finish to protect and restore gloss or sheen. The Contractor shall remove excess floor finish solutions. The Contractor shall apply these techniques only to the portion of the floor needing work, to bring the entire floor up to standard.

d) Individual rooms and/or a designated area requiring the stripping of wax, refinishing and rebuffing shall be power scrubbed.

e) The Contractor shall strip wax, finish and buff using non-slip floor finish. The Contractor shall “turn back the rugs” in order to clean and finish the floor areas at least one-feet underneath the rugs. The Contractor shall apply a minimum of three (3) coats of floor finish.

Furniture and Flat Surface Cleaning:

a) Low Dusting refers to areas 36” and below: The Contractor shall dust all uncluttered horizontal surfaces within reach with a treated dust cloth (i.e., desks, counters, file cabinets, ledges, bookcases, tables, credenzas, window sills, etc.). The Contractor shall dust vertical surfaces and underneath desks in such a manner as to prevent airborne dust.

b) The Contractor shall dust furniture items such as chairs, file cabinets and other types of office furniture. The Contractor shall damp-dust other office furniture such as vinyl chairs, lamps, telephones, furniture bases, picture frames. The Contractor shall not dust typewriters, computers, business machines and equipment of similar nature.

c) The Contractor shall spot clean upholstered furniture as required.

d) High Dusting refers to areas higher than 36” up to 70”: High dusting includes all the wall surfaces, door frames, shelves, equipment, window sills, ledges, hand rails, etc. that are 70 inches from the floor or more.

e) The Contractor shall vacuum upholstered furniture; clean behind furniture and corners, in particular. Move items as necessary to ensure thorough and adequate cleaning; replace to original position.

f) The Contractor shall polish any furniture to protect the finish and/or surface.

g) The Contractor shall steam clean or deep-clean upholstered furniture.

Doors (Entrance areas):

The Contractor shall clean all glass partitions, interior and exterior glass doors, display cases, directory boards, and draft shields on windows, mirrors and adjacent trim.

Venetian Blinds:

The Contractor shall vacuum and damp clean all blinds to remove surface dust, vacuum drapes in place as required.

Window Cleaning Interior:

The Contractor shall wash all windows on interior surfaces, damp-wipe window sashes/sills. The contractor is not responsible for the highest interior windows.

Miscellaneous:

a) Water Fountains: The Contractor shall empty, rinse and sanitize drinking fountains, water coolers, the hot/cold water dispensers with a germicidal type detergent ensuring that the surface remains visibly wet for the proper dwell time.

b) Polish Metal. The Contractor shall polish the brass and other metal, aluminum, stainless steel hardware on doors, push bars, and the kicking plates.

c) Loading Dock. The Contractor shall sweep and hose off loading dock area as needed..

d) Contractor's Storage Room: The Contractor shall store equipment and supplies in a Government-provided storage room. The Contractor shall maintain the storage room and used only as authorized. The Contractor shall not store food in the room. This storage room shall be clean and odor free at all times.

Restrooms:

a) The Contractor shall clean and sanitize sinks, urinals, and toilets.

b) The floor traps shall be maintained free from odor at all times.

c) The Contractor shall sweep and wet-mop the floors daily. The Contractor shall apply a uniform coating of non-skid floor finish. The Contractor shall remove any excess floor finish solutions.

d) The Contractor shall damp-wipe walls, doors, partitions, mirrors, shelving, and window frames and sills. The Contractor shall use an approved germicide/detergent in restrooms to disinfect all surfaces of partitions, stalls, faces of toilet bowls, urinals, lavatories, showers, dispensers, and other such surfaces.

e) The Contractor shall damp-wipe and polishes the chrome fixtures.

f) The Contractor shall furnish and replenish restroom supplies for example: soap dispensers, paper towels and toilet tissue. The Contractor shall ensure sufficient supplies are provided.

g) The Contractor shall clean (descale) toilet bowls and urinals.

h) The Contractor shall empty, clean, disinfect, and re-line all sanitary napkin and all waste receptacles.

Waste:

a) Trash Removal: The Contractor shall pick up and empty all trash or waste receptacles, to include the vending machine/snack areas. The Contractor shall wash and damp-wipe all waste receptacles. The Contractor shall dispose of trash in plastic bags secured with bag ties.

b) Regulated Medical Waste (RMW) ‘Red Bag’ Bio-hazardous: All receptacles lined with "Red Bags" (plastic bags containing bio-hazardous medical waste material) shall be serviced. The Contractor shall pick up the Red Bag waste and deposit it in specially designated, locked "infectious waste" bins or designated holding areas in a safe and timely manner, and in accordance with established standards and procedures. NOTE: Red Bags may not be used for any other purpose. Under no circumstance will red bag waste be co-mingled with any other types of waste. Additionally, removal of containers of used/discarded syringes/needles otherwise referred to as sharps.

c) Recyclables: The Contractor shall pick up and empty all recycled collection receptacles and deposited them at established holding sites.

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:

a. Positive outcome: No more than 1 incident of not meeting the performance standard, per this Quality Assurance Surveillance Plan, during the period of performance

b. Neutral Outcome: Receiving the allowable number of incidents of not meeting the performance standard, per this Quality Assurance Surveillance Plan, during the period of performance, but no more than allowable.

c. Negative outcome: Receiving more than the allowable number of incidents of not meeting the performance standard, per this Quality Assurance Surveillance Plan, during the period of performance.

7. DOCUMENTING PERFORMANCE

a. Unacceptable Performance: When the number of defects in the Contractor’s performance discovered by the COR exceeds the unacceptable criteria level, the COR shall be required to complete a CDR (Contract Discrepancy Report).

b. The CDR will require the Contractor to explain in writing why performance was unacceptable, how performance will be returned to acceptable levels, and how recurrence of the problem will be prevented in the future. The Contractor will not be paid for services not rendered in accordance with the standards set forth in the contract.

8. FREQUENCY OF MEASUREMENT

a. Frequency of Measurement: During contract performance, the COR will periodically analyze whether the frequency of surveillance is appropriate for the work being performed.

b. Frequency of Performance Assessment Meetings: The COR shall meet with the contractor as needed to assess performance. The contractor shall make key personnel available for these meetings. When required the Contracting Officer will attend meetings.