Attachment 2 - QASP_MAHC Elevator Maintenance.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

For

ELEVATOR INSPECTIONS, MAINTENANCE, AND REPAIRS

For

MONCRIEF ARMY COMMUNITY HOSPITAL (MACH)

Reviewed By:

Functional Commander

Contracting Officer

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

FOR

MONCRIEF ARMY COMMUNITY HOSPITAL (MACH)

1. Introduction

a. Purpose. The purpose of this QASP is twofold: it identifies the Government’s systematic approach/method for evaluating contractor services to ensure contract performance objectives and standards are satisfactorily met; and it provides detailed direction to Government personnel performing contract surveillance activities. This QASP will ensure that the contractor performs in accordance with the Performance Objectives (metrics) set forth herein (and in the contract documents), that the Government receives the service outcomes called for in the contracts, and that the Government only pays for acceptable levels of service. This QASP identifies the roles and responsibilities of participating Government officials; it identifies the services to be surveilled and the applicable performance standards; and it identifies the surveillance methodology to be utilized to include scheduling, observing, documenting, accepting services, and determining payments due. This QASP was jointly developed by Mission & Installation Contracting Command (MICC), Fort Jackson and the MACH functional experts. Government personnel assigned to survey contractor performance will be required to read and understand the QASP prior to them being appointed. They will also be required to periodically review the QASP throughout the life of the contract.

b. Roles and Responsibilities.

(1) Administrative Contracting Officer – A person duly appointed with the authority to enter into, administer, or terminate contracts and make related determinations and findings on behalf of the Government. The Contracting Officer (KO) is located at the MICC-DOC, Ft.

Jackson, SC. The KO ensures performance of all necessary actions for effective contracting, ensures compliance with the terms of the contract, and safeguards the interest of the United States in the contractual relationship. The KO will be responsible for appointing the MACH Contracting Officer Representative (COR), reviewing the COR’s assessment of the contractor’s performance and resolving any differences that may exist between the COR and the contractor.

The KO will determine the appropriate course of action when performance problems occur and are ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

(2) COR – An individual designated, in writing, by the KO to act as his/her authorized representative to assist in the technical administration of the contract. The source and authority for a COR is the KO. COR limitations are contained in the written letter of designation. The COR is located at MACH. The COR is responsible for the overall technical administration of the contracts and assures proper Government surveillance of the Contractor’s performance in accordance with the QASP. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. Any changes that the contractor deems may affect contract, price, terms or conditions shall be referred to the KO for action. The COR will have primary responsibility for reviewing the Surveillance schedule(s), Surveillance Activity Checklist(s) and monthly surveillance reports. The COR will also be responsible for making customers aware of contract requirements, investigating and validating customer complaints and ensuring the contractor takes appropriate corrective action. This should also include minutes of any meetings and all correspondence between the Government and the contractor.

c. Performance Objectives. The below Performance Objectives (metrics) and the service outcomes shall be monitored on a monthly basis to ensure acceptable contractor performance.

1. Contractor shall visit site once per week to perform preventative maintenance checks to all elevators with a minimum of 4 hours per week.

2. The Contractor shall clean all of the elevator equipment as well as the equipment room, hoist-ways and pits.

2. For each Performance Objective to be measured, sampling information is provided below that delineates how the output sampling and inspection will be performed; the performance standard and maximum degree of deviation from requirement. It must be noted that the absence of any contract requirement from the Performance Objectives shall not detract from its enforceability nor limit the rights or remedies of the Government under any other provision of the contract including the clauses entitled “Inspection of Services” and “Default.” In the instances where unsatisfactory performance is discovered in areas other than under the Performance Objectives, the COR and the KO will document the unsatisfactory performance and the contractor’s corrective actions taken.

a. Surveillance/Monitoring Methods. Three distinct surveillance methods will be utilized for evaluating the Performance Objectives under the contracts/task orders. Methods of surveillance can change after contract award based on, but not limited to: acceptance of a contractor QC plan;

a partnering agreement which established the metrics to be used; and contractor performance.

(1) Planned Sampling. Planned sampling is a method whereby some part, but not all of contractor performance in an area is evaluated. The Government through its’ COR will monitor the contractor’s compliance on a continuous basis.

(2) 100% inspection. This is a method whereby all outputs of a particular service output are monitored. What distinguished 100% inspection is that all services of a particular area are inspected because these areas are of such critical importance that contractor nonperformance would pose a direct risk to mission failure.

(3) Customer Complaints. This inspection method is initiated by the receipt of a customer complaint concerning contractor performance. The COR must investigate each customer complaint and validate the accuracy before any action can be taken. If the COR determines that the complaint is valid, the COR will address issue with the contractor at MACH or initiate a work order with the contractor. Customer complaints will be used in focusing on potential problem areas that might not be observed during normal surveillance.

b. Performance Standards and maximum degree of deviation from requirement. The performance standard is the standard the contractor must meet for a particular inspection to be deemed acceptable.

3. Procedures.

a. Scheduling. The COR is responsible for developing a monthly schedule for their surveillance activities.

b. Inspection. Every inspection made by the COR will be done on an Ad Hoc basis and deficiencies will be corrected on the spot.

4. Sampling Guide.

a. Each Sampling Guide identifies the Performance Objectives that are considered critical in determining successful contractor performance for the contracts. It identifies both the Performance Objectives and the performance standard required for each Performance Objective.

b. Performance Evaluation. Performance of a service will be evaluated to determine whether or not it meets the performance standard. Re-performance is the preferred method of correcting any defective services.

c. Performance Requirement Summary:

Performance Objective

Performance Standard Maximum Allowable

Deviation

Surveillance method

Amount of Deduct per Instance over the Max Deviation

Quality of Service

100% Weekly Preventative Maintenance Checks (Minimum of 4 hours) and On-Call SVS.

None 100% inspection

None

Quality of Service

Clean elevator equipment, elevator room, hoist-ways and pits.

None 100% Inspection

None

Schedule

Weekly and On-Call Service.

None Observation None

PERFORMANCE OBJECTIVE 1

PERFORMANCE OBJECTIVE (Service): Quality of Service.

PERFORMANCE STANDARD (Standard): 100% of Weekly Preventative Maintenance Checks (Minimum of 4 hours) and On-Call SVS.

SURVEILLANCE: The method of surveillance for this objective is through 100% inspection.

PROCEDURES: The Government’s designated COR will check to ensure 100% of all elevator weekly preventative maintenance checks are being performed. The COR will notify the Contractor of any shortfall in meeting the performance standard. Corrections will be made immediately by the contractor representative on site.

PERFORMANCE OBJECTIVE 2

PERFORMANCE OBJECTIVE (Service): Schedule

PERFORMANCE THRESHOLD (Standard): Technician will perform the preventative checks weekly. Any change will be coordinated thru the MACH FM or MACH Technician ahead of time.

SURVEILLANCE: The method of surveillance for this objective is planned sampling through observation..

PROCEDURES: The Government’s designated COR will ensure contractor technician is on site at the prescribed times.

FAILURE TO PERFORM: If the technician is not present when required, the COR will call the contractor to address issue.