Attachment 3. Quality Assurance Surveillance Plan.pdf

Quality Assurance Surveillance Plan

Recreation Sites Janitorial Services

Chattooga River Ranger District

Contents 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

Section 4: Surveillance Methods to Perform Quality Assurance

4.1 Surveillance Methods

4.2 Analysis and Results

Appendix A: Performance Requirement Summaries

Appendix B: Discrepancy Report

Appendix C: Customer Feedback Record

Appendix D: Inspection List

Appendix E: Quality Assurance Monitoring

Appendix F: Customer Complaint Investigation

Project Name Chattooga River Ranger District Recreation Sites Janitorial Services

Solicitation / Contract Number

Section 1: Introduction This Quality Assurance Surveillance Plan (QASP) is pursuant to the requirements listed in the Statement Of Work (SOW) entitled Recreation Sites Janitorial Services. This plan sets forth the procedures and guidelines that the USDA, Forest Service 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 SOW. 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 SOW, 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 SOW, 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 SOW requirements.

2.1 Performance Standards and Acceptable Quality Levels (AQLs) For selected activities in the SOW, 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 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. 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 SOW and PRS.

Section 3: Contractor and Government Responsibilities

3.1 Contractor Responsibility

The Contractor is responsible for delivering 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 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.

3.2.3 Customers

Customers or organizations/offices that the Contractor provided support may be requested to assist the COR in conducting QA to provide information relating to the Contractor’s performance through Customer Feedback. Information gained from the Customer Feedback may be used in conjunction with other methods of observation to rate the performance of the Contractor.

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 will be conducted for complete inspection each month.

4.1.1.1 Performance Standards and AQLs

The allowable leeway from a standard that can occur before the Government will reject the specific service.

AQL=90%

4.1.1.2 Evaluation Procedures

The COR will be monitoring the contractor’s performance on a continuous basis. The methods of surveillance for each task, will be a combination of inspection and customer complains.

4.2 Analysis and Results

When the inspections and customer complaints validations 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 services from the Contractor. The COR will review the results, rate the Contractor’s compliance with the performance standards and AQLs, and characterize the Contractor’s overall performance. Analysis of all types of contract monitoring will result in one of the following outcomes:

When performance is deficient, the Contractor shall be promptly notified by the COR and a system should be established to track corrective action. If the desired results are not achieved, the COR shall notify the Contracting Officer to assist in a corrective action. The Contracting Officer will set up a time frame for corrective action and re-inspection. Should the Contractor’s performance fail to meet performance standards stated in the Quality Assurance Plan Performance Summary, deductions will be made as stated.

A deduction of up to $400.00 will be incurred by the contractor per incident or issue depending on the level of non-compliance listed in QUALITY STANDARDS.

Unsatisfactory contract performance may result in rejection of work by the Contracting Officer/Contracting Officer’s Representative, under the terms of FAR clause 52.246.-4, “Inspection of Services—Fixed Price”, including reductions in contract payments, where warranted, as specified in the QASP. However, the Government reserves the right to exercise other remedies stipulated in the clause, where reductions in payment in the QASP either do not apply or are otherwise insufficient to correct failure(s) to perform to standard.

Appendix A: PERFORMANCE REQUIREMETN SUMMARY

PERFORMANCE TASK PERFORMANCE

STANDARD

Acceptable Quality Level

(AQL)

Method of Surveillance

1.) Restrooms – Pressure Wash and disinfect surfaces and fixtures to include toilets, toilet seats, urinals, plumbing fixtures, corners, and crevices. Sanitize floors, clean interior walls, windows, ceilings, baseboards. Clean push/pull plates, kick bars, and doorknobs.

PWS 1.6, 1.7, 1.12

Restrooms visually free of dust and dirt, food waste, debris, trash, streaks, and smudges.

Surfaces and fixtures shall maintain a high level of luster and shall be free of dust, spots, stains, rust, mold, incrustations, excess moisture, and spider webs. Remove all graffiti from walls back to its original look.

90% of all tasks meet the performance standard

*Government Inspections Customer complaint (No more than 3 customer complaints are received and substantiated by the COR per calendar month).

2.) Restrooms – Replenish supplies to include toilet paper. PWS

1.6. 1.7, 1.12

All toilet paper holders will be stocked to capacity.

3.) Bathrooms – Pressure Wash exterior surfaces of building and sidewalks.

PWS 1.6, 1.7, 1.12

All exterior surfaces including walls, doors, screens, windows, and sidewalks will be free of mold, leaves, mildew, and any foreign debris.

4.) Pressure Wash Trash Receptacles.

PWS 1.6, 1.7, 1.12

All trash receptacles will be pressure washed inside and outside to remove mold, mildew, dirt, markings, offensive odors, and graffiti once a month.

5.) Pumping & Maintenance of vault toilets.

PWS 1.6, 1.7, 1.12

The toilet holding tanks will require pumping before the waste reaches 12 inches from the bottom of the riser. The contractor will call the COR 24 hours before the tank is scheduled to be pumped. After a vault is completely pumped and sides rinsed thoroughly;

add a minimum of 100 gallons of water and 1 gallon of Chempace PowrXTREME odor neutralizer (or equivalent) to each vault.

6.) Pumping & Maintenance of chemical toilets.

PWS 1.6, 1.7, 1.12

Remove trash from tank to prevent clogging of drain lines.

Clean Tank - Odor Neutralize at each cleaning. The holding tanks will require pumping before the waste reaches 12 inches from the bottom of the riser. The contractor will call the COR 24 hours before the tank is scheduled to be pumped.

Contractor is responsible for clearing clogged lines.

7.) Odor Control.

PWS 1.6, 1.7, 1.12

Add (approximately 16 ounces) of Chempace PowrXTREME odor neutralizer or equivalent to each vault at each toilet cleaning, following manufacture’s recommendations to alleviate offensive odor.

Alternatives may be approved if they meet the following criteria:

a) formaldehyde-free toilet treatment

b) complete odor control in the most extreme conditions and temperatures

c) assist in breaking down waste and scale build up in the holding tank

d) 100% biodegradable

DO NOT DILUTE

PRODUCT PRIOR TO

ADDING TO VAULT.

*Government Inspections Customer complaint (No more than 3 customer complaints are received and substantiated by the COR per calendar month).

8.) Trash – Remove trash from garbage cans and immediate area.

Replace garbage can liners.

PWS 1.6, 1.7, 1.12

Pick-up litter within a 15’ perimeter of facility (including all buildings and trash bins).

Empty all trash receptacles and replace with a new liner appropriate for the particular sized container. It is the contractor’s responsibility to dispose of the garbage at a recycling center of their choice at the contractor’s expense.

9.) Non-compliance issues and invoicing procedures.

The contractor must take corrective action within 24 hours of a non-compliance order. If the action is not corrected within this time frame, the contractor will be held liable for the corrective costs incurred by the US Forest Service.

Refer to the acceptable quality level/deduction in C-12.1

100%

Appendix B: Discrepancy Report

DISCREPANCY REPORT 1. DISCREPENCY REPORT

NO.

2. TO: (Contractor / Project Manager Name) 3. FROM: (Name of COR)

CONTRACT NUMBER: DATE:

PREPARED ORAL NOTIFICATION RETURNED BY

CONTRACTOR

ACTION COMPLETE

4. DISCREPENCY OR PROBLEM (Describe in Detail. Include PWS references. Attach Continuation Sheet if Necessary)

5. SIGNATURE OF COR

6. TO: (Name of COR) 7. FROM: (Contractor / Project Manager)

8. CONTRACTOR RESPONSE AS TO CAUSE, EFFECT, CORRECTIVE ACTION AND ACTIONS TO

PREVENT RECURRENCE (Attach Continuation Sheet if necessary. Cite applicable Contractor QC program procedures or new QC procedures)

9. SIGNATURE OF CONTRACTOR

REPRESENTIVE

10. DATE

11. GOVERNMENT EVALUATION (Acceptance, partial acceptance, or rejection. Attach Coordination Sheet if necessary)

12. GOVERNMENT ACTIONS (Cure notice, show cause, other)

CLOSE OUT

CTR NOTIFIED

NAME AND TITLE SIGNATURE DATE

COR

Appendix C: Customer Feedback Record

CUSTOMER FEEDBACK RECORD

DATE AND TIME OF COMPLAINT CONTRACT NUMBER/ OR PROJECT:

SOURCE OF COMPLAINT

NATURE OF COMPLAINT

PWS REFERENCE

VALIDATION

DATE AND TIME CONTRACTOR INFORMED OF

COMPLAINT

NAME OF CONTRACTOR REPRESENTATIVE

INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR (Responsible officer):

RECEIVED AND VALIDATED BY

Determination: Complaint Valid � Complaint Invalid �

Appendix D: Inspection List

TASK FREQUENCY

TWICE/WEEK

(off peak)

S A T

U N S A T

COMMENT(S)

1) Rooms shall be free of obvious* dust and dirt, food waste, debris, trash, streaks and smudges.

*that which is discerned with normal vision and not instrumentation that enhances vision.

2 TIMES/ WEEK

2) Surfaces and fixtures shall maintain a high level of luster and shall be free of obvious dust spots, stains, rust, mold, incrustations, and excess moisture.

Mirrors shall be free of obvious dirt, grime, traces of film, smudges, streaks, watermarks and cloudiness.

2 TIMES /WEEK

Floors shall be free of obvious dirt, water streaks, mop marks, build-up, debris, string, gum, grease, tar, and smudges

2 TIMES/ WEEK

Walls and Partitions shall be free of obvious dirt, graffiti, dust, slashes, stains, or other extraneous matter. Grouting shall be free of buildup of mold, mildew, and incrustation.

2 TIMES/ WEEK

All dispensers shall be fully stocked as of 8:00 am following each workday.

2 TIMES/WEEK

Areas shall be free of obvious dust streaks, spots, smudges, 2 TIMES/ WEEK mold, incrustation, and excess moisture.

Clean entrance floor mats. Mats should be clean and odor free.

2 TIMES/ WEEK

Areas shall be free of obvious trash, debris, and foreign matter such as: paper clips, staples, paper pieces and punching, mud, sand, and rubber bands.

Comers and crevices shall be free of obvious dirt. Floors shall also be free from streaks, mop marks, and skipped areas.

2 TIMES/ WEEK

Fountains shall maintain a high luster and shall be kept free of obvious dust, spots, smudges, dirt, stains, streaks, watermarks, trash, ink, coffee grounds, incrustation, and other debris.

Bubblers shall be free of visible mineral and/or calcium accumulation.

2 TIMES/ WEEK

Furniture and areas shall be free of obvious dust, dirt, smudges, excessive water marks and spots.

Bright metal surfaces shall have a polished, lustrous appearance.

Glass desktops and glass partitions, mirrors, and partitions shall be free of obvious dust, dirt, wipe, and smudge marks, grime and cloudiness.

2 TIMES/ WEEK

Trash containers shall be free of obvious dirt, food, stains, debris, mold, moisture, and odors, and emptied daily.

2 TIMES/ WEEK

FOR OFFICIAL USE ONLY

See FAR 2.101 and 3.104

Exterior areas shall be free of obvious paper, trash, empty bottles, and other discarded materials. Exterior surfaces shall be free of obvious gum, oil, tar, spots, cigarette butts, grease, and other foreign matter.

2 TIMES/ WEEK

All other contract requirements not included on this list

AS NEEDED TO

MAINTAIN TO

STANDARD

Contractor Signature: ___ Date: __

COR Signature: ____________________Date: _________________

Appendix E: Quality Assurance Monitoring

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: ______________

Appendix F: Customer Complaint Investigation

CONTRACT NUMBER: _________________________

SERVICE or STANDARD:

SURVEY PERIOD: ___________________

DATE COMPLAINT RECEIVED: ____________

SOURCE OF COMPLAINT: _________________________________________ (Name) ___________________ (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: ________________