Attachment 3 - QASP.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Introduction: The purpose of this Quality Assurance Surveillance Plan or QASP for custodial services is to layout in advance what this agency will do to assure that the Contractor’s performance meets the baseline established by the contract in terms of technical requirements, schedule, quality and cost. The QASP provides the basis for the Contracting Officer's Representative (COR) to evaluate the Contractor's performance. The oversight provided for in the QASP and in the contract will help to ensure that the performance levels mandated by the Performance Work Statement are attained throughout the contract term and/or by its end. Further, QASP provides the COR with a proactive way to avoid unacceptable or deficient performance, and provides verifiable input for the required annual past performance evaluations. A copy of this QASP will be furnished to the Contractor so that any concerns the Contractor may have can be addressed prior to commencement of work.

Functions of the QASP: The QASP is composed to convey the following:

o The roles and responsibilities of Government officials o The evaluation methods that will be employed by the Government in assessing the

Contractor’s performance and o The monitoring forms used to evaluate and document the Contractor’s performance.

Government Roles and Responsibilities: The “technical” Government personnel who will perform inspections is the Contracting Officer Representative (COR). The COR has main technical responsibility for overall performance management of the contract. The COR has the lead in monitoring, assessing, recording and reporting the technical performance of the Contractor. The COR will be the main interface with the Contractor about performance and work closely with the Contractor’s Project Leader/Manager. On the other hand, the Contracting Officer (CO) makes all the key contractual decisions in obligating the Government.

Thus, the COR also will keep the CO informed about the emerging performance and seek the CO’s advice and input for non- technical issues that arise.

In carrying out performance monitoring, the following responsibilities are to be noted:

o Inspection can be done at all times and places so long as not to disrupt the Contractor’s effort.

o If the COR discovers performance deficiencies, the Contractor is given the first right to make the corrections.

o If the Contractor is not able to make corrections, either:

• The Government or a third party can do so at the Contractor’s expense or

• The Government can accept the performance and seek an equitable adjustment.

o Acceptance acknowledges that the performance conforms to the requirements and that the Government will take title and ownership of the outputs.

o The ultimate determinant of performance is what is in the contract.

NOTE: The Contractor has a key responsibility here as well: namely, to have a Quality Control Plan in place and be using it to assure the proper performance by correcting deficiencies as performance emerges. The COR (through the CO) can request a copy of the Quality Control Plan at any time.

Performance Evaluation Methods: The primary functions that the COR will carry out are performing inspections, handling nonconformance and acceptance. These functions will be done to the tasking facets of the effort. Specifically, such duties will entail the following:

o Random Inspections will be done on a monthly basis by the COR or evaluator not to exceed four (4) times per month. Report findings obtained from the periodic inspections to the Contracting Officer.

o Communicate discrepancies to the Contractor discovered during the periodic inspections; note the impacts of what was not completed, and any recommendation for rework or re-performance; and follow up to ensure non-conformances are corrected.

o Provide timely feedback on submitted deliverables. Get feedback to the Contractor in time to incorporate comments for resubmittal.

o Perform annual and final Performance Evaluations.

The Contractor shall perform or re-perform any work, which was not performed in a satisfactory manner, at the Contractor’s expense. In the event the Contractor fails to provide the manpower necessary to accomplish the work requested, the Government reserves the right to assign and place a sufficient number of federal employees on the job or hire personnel to accomplish the work. The cost of such federal employee so used shall be charged against the Contractor and the amount of all costs to the Government incurred as a result of such action shall be deducted from any payment due the Contractor. Also, if federal employees are not available, the amount due the Contractor for the month in which the failure occurs will be adjusted.

Performance Requirement Summaries:

In general, the Tasking and Deliverables done by the Contractor will be evaluated in terms of how well the requirements of the contract are satisfied. The COR will periodically perform Inspection on the Tasking to ensure there is a match between actual and expected performance. If there are discrepancies, the contractor will be notified and remedies documented. The Contracting Officer will be kept in the loop often in terms of the Inspection findings and means to resolve identified performance concerns.

Note: the periodic performance feedback given to the Contractor by the COR doing Inspection can be “golden” in terms of providing timely and insightful feedback about any “mid-course corrections” the Contractor may need to make to ultimately achieve the contract requirements. In addition, the information obtained from such incremental surveillance activities will form the basis for the COR completing the Performance Criteria and their Ratings form (see below).

The actual Inspection that is done by the COR includes using Performance Requirement Summaries (PRSs).

A. Requirement Element: This is a Task or Deliverable or an aspect of Task or Deliverable that will be evaluated by the COR. The Performance Requirements Summaries’ table is developed to include Tasks and each set of Deliverables.

B. Acceptable Quality Level (AQL): The Performance Work Statement (PWS) delineates the levels of performance expected from the Contractor. During the actual Contractor performance, the COR will evaluate the current level of performance, by using one or more AQL’s given in the Performance Requirements Summaries. In many instances, these AQL’s come from internal or external standards. The basic reason for using AQL’s is to know whether the Contractor is or is not moving toward attaining the required level of performance. A major challenge is ensuring that there is a match between the discovered AQL’s and the feedback about actual performance.

Then, over time, use of these AQLs can, where needed, improve the expected versus actual performance “fit.”

C. Monitoring Method: This is the means by which the COR will verify that the AQLs are providing effective performance feedback information.

PERFORMANCE WORK STATEMENTS

JANITORIAL DESCRIPTION, PERFORMANCE MEASUREMENT AND SCHEDULE

REQUIREMENT: RESTROOM SERVICES TASKS AND CRITICAL SUBTASKS

Cleaning Restrooms Twice Weekly

QUALITY STANDARDS

• Restroom fixtures, shall be washed inside and outside utilizing a disinfectant, and shall be free of stains and odors.

• A toilet bowl cleaner shall be used to remove stains from urinals and toilets.

• Cleaning utensils used to clean restroom toilets, urinals, walls, floors, and partitions shall not be used to clean any other part of the facility.

• Restroom stall walls shall be cleaned with germicidal solution

• Restroom floor shall be kept clean of dirt, stains, and cobwebs and shall be disinfected.

ACCEPTABLE QUALITY LEVEL 12+ Missed occurrences of any combination of task/subtask under Space Cleaning and Restroom Cleaning will be considered Unsatisfactory Contract Performance.

MEANS OF MEASUREMENT

• Random monthly inspections by the COR.

• Validated customer complaints.

INCENTIVES/ DISINCENTIVES

• Completion within 98 percent of allowed contract time (with no defects), contractor will be considered eligible for additional option periods, if options are exercised.

• Performance Rating may be rated as “Exceptional” for future work with Government.

• Work that needs to be re-performed shall be at no additional cost to the Government.

Servicing Restrooms

QUALITY STANDARDS

Inspect and replenish, supply dispensers. Restroom supplies shall include, but are not limited to, paper towels, toilet tissue, and soap.

ACCEPTABLE QUALITY LEVEL

• 12+ Missed occurrences of any combination of task/subtask under Space Cleaning and Restroom Cleaning will be considered Unsatisfactory Contract Performance.

• The Contractor shall stock restrooms with sufficient supplies to insure that the supplies will last until the next scheduled service.

MEANS OF MEASUREMENT

• Completion within 98 percent of allowed contract time (with no defects), contractor will be considered eligible for additional option periods, if options are exercised.

• Performance Rating may be rated as “Exceptional” for future work with Government.

• Work that needs to be re-performed shall be at no additional

REQUIREMENT - SPACE CLEANING TASKS AND CRITICAL SUBTASKS:

Sweeping/Mopping

QUALITY STANDARDS

Flooring shall be free of all loose dirt, dust, streaks, smears, stains, and debris. This includes under walk-off mats.

ACCEPTABLE QUALITY LEVEL

12+ Missed occurrences of any combination of task/subtask under Space Cleaning and Restroom Cleaning will be considered Unsatisfactory Contract Performance.

MEANS OF MEASUREMENT

• Completion within 90 percent of allowed contract time (with no defects), contractor will be considered eligible for additional option periods, if options are exercised.

• Performance Rating may be rated as “Exceptional” for future work with Government.

Cleaning Carpets and Rugs

• Carpeted areas and rugs shall be free of all loose soil and debris. This includes under walk-off mats, in and around workspace areas.

• All tears, burns and raveling shall be reported to the Contracting Officer’s Representative.

ACCEPTABLE QUALITY LEVEL

12+ Missed occurrences of any combination of task/subtask under Space Cleaning and Restroom Cleaning will be considered Unsatisfactory Contract Performance.

MEANS OF MEASUREMENT

no defects), contractor will be considered eligible for additional option periods, if options are exercised.

• Performance Rating may be rated as “Exceptional” for future work with Government.

Cleaning Break Room Area

• All areas, including counters, sink, tables, seating areas, wall behind trash receptacles shall be clean, sanitized, and free of spillages, food crumbs, spots, smudges, marks and soil.

• Sink and refrigerator exterior shall be clean and sanitized.

Fixtures shall maintain a high level of luster and be free of dust, mold, mildew, streaks, stains, and encrustation or mineral deposits.

• Interior and exterior of microwave shall be wiped clean.

ACCEPTABLE QUALITY LEVEL

12+ Missed occurrences of any combination of task/subtask under Space Cleaning and Restroom Cleaning will be considered Unsatisfactory Contract Performance.

MEANS OF MEASUREMENT

no defects), contractor will be considered eligible for additional option periods, if options are exercised.

• Performance Rating may be rated as “Exceptional” for future work with Government.

Low Dusting/Cleaning -to a height of seven feet above the floor)

• All furniture, walls, partitions, doors, radiators, equipment, horizontal ledges, photos, wall décor, mirrors, and sills shall be free of dust (using a feather duster) and smudges. This includes lobby/reception area.

• Phone handsets shall be wiped down with germicidal solution on a weekly basis

• Door knobs need to be cleaned with germicidal solution

ACCEPTABLE QUALITY LEVEL

12+ Missed occurrences of any combination of task/subtask under Space Cleaning and Restroom Cleaning will be considered Unsatisfactory Contract Performance.

MEANS OF MEASUREMENT

no defects), contractor will be considered eligible for additional option periods, if options are exercised.

• Performance Rating may be rated as “Exceptional” for future work with Government.

High Dusting/Cleaning (seven feet or more above the floor level) Semi Annual

QUALITY STANDARDS

• All surfaces shall be clean and free of dust and smudges.

• Includes ventilating and air conditioning grills, diffusers, etc.

• Includes fluorescent and incandescent light fixture lenses.

ACCEPTABLE QUALITY LEVEL

12+ Missed occurrences of any combination of task/subtask under Space Cleaning and Restroom Cleaning will be considered Unsatisfactory Contract Performance.

MEANS OF MEASUREMENT

no defects), contractor will be considered eligible for additional option periods, if options are exercised.

• Performance Rating may be rated as “Exceptional” for future work with Government.

Emptying Waste Containers

• All waste containers, including, but not limited to partitions, restrooms, lunchrooms and exterior auto receptacle, shall be emptied and free of waste and odors. Plastic liners for all trash containers shall not be torn, worn, or contain residue.

Liner shall be fixed in trash container not to fall when objects are placed within. If liner is relatively clean and completely odor free, it may be re-used in lieu of a new trash liner.

• Items placed adjacent to waste containers and marked "TRASH" shall also be removed and disposed of.

• All waste collected shall be disposed of in the nearest outside trash collection point. Waste that falls on the floor and outside grounds during the waste removal shall be picked up and disposed of by the Contractor.

• If trash receptacles are soiled, the receptacles shall be cleaned and washed with a mild soap and water solution.

ACCEPTABLE QUALITY LEVEL

12+ Missed occurrences of any combination of task/subtask under Space Cleaning and Restroom Cleaning will be considered Unsatisfactory Contract Performance.

MEANS OF MEASUREMENT

no defects), contractor will be considered eligible for additional option periods, if options are exercised.

• Performance Rating may be rated as “Exceptional” for future work with Government.

SMOKING RECEPTACLES

QUALITY STANDARDS

Smoking receptacles located outside shall be empty and clear of waste and debris.

ACCEPTABLE QUALITY LEVEL

12+ Missed occurrences of any combination of task/subtask under Space Cleaning and Restroom Cleaning will be considered Unsatisfactory Contract Performance.

MEANS OF MEASUREMENT

no defects), contractor will be considered eligible for additional option periods, if options are exercised.

• Performance Rating may be rated as “Exceptional” for future work with Government.

• Work that needs to be re-performed shall be at no additional cost to the Government.

REQUIREMENT - OTHER SERVICES TASKS AND CRITICAL SUBTASKS:

Windows and Glass Cleaning

• Front entrance glass shall be clean and clear - interior and exterior - weekly.

• All other washed glass shall be clean and clear on both sides of exterior building windows -semiannually.

• Window sashes, sills, woodwork, and other surroundings of interior glass shall be wiped clean- twice weekly

• Both sides of all windows will be washed during the same inspection period.

• Schedule will be approved by the COR.

ACCEPTABLE QUALITY LEVEL

No more than 5 percent of the total surface area of the glass is improperly completed.

MEANS OF MEASUREMENT

• Completion within 95 percent of allowed contract time (with no defects), contractor will be considered eligible for additional option periods, if options are exercised.

• Performance Rating may be rated as “Exceptional” for future work with Government.

Buffing and Waxing

SEMI-ANNUALLY

• Floors shall be free from dirt, traffic marks, and stains.

• Furniture or other equipment moved during floor stripping and re-waxing shall be returned to their original positions.

ACCEPTABLE QUALITY LEVEL

• No more than 5 percent of the total surface area is improperly completed per building.

• No more than two validated customer complaints.

MEANS OF MEASUREMENT • Random monthly inspections by the COR.

no defects), contractor will be considered eligible for additional option periods, if options are exercised.

• Performance Rating may be rated as “Exceptional” for future work with Government.

• Work that needs to be re-performed shall be at no additional cost to the Government.

Washing Blinds

SEMI-ANNUALLY

• Wash all Venetian blinds on both sides and rehang within three working days.

• Defective cords shall be reported to the COR who will make arrangements for replacement under additional services.

• Cords shall be clean.

ACCEPTABLE QUALITY LEVEL

No more than 5 percent of the Venetian blind assembly is improperly completed.

MEANS OF MEASUREMENT

no defects), contractor will be considered eligible for additional option periods, if options are exercised.

• Performance Rating may be rated as “Exceptional” for future work with Government.

Raco Office Cleaning Inspection

Main Office: Acceptable Not Acceptable Comments

Bathrooms

Floors

Break Room

Low Dusting

High Dusting

Trash

Windows

Blinds

Warehouse:

Bathroom

Office Space

Floors

Customer Complaints: