Attachment 3 - Quality Assurance Surveillance Plan (Proposed).pdf

36C25623R0007 Attachment 3

QUALITY ASSURANCE SURVEILLANCE PLAN

For: Building 100 Clinic Janitorial Contract

Contract Number: ________________

Contractor’s name: ____________________________________

Contract Description: The contractor shall provide all personnel, supplies (in accordance with the regulations and instructions in this Performance Work Statement (PWS)), supervision, tools, materials, equipment, transportation and other items and non-personal services necessary to provide custodial services in accordance with the PWS. The contractor shall perform to the standards in the contract as well as all local, state and federal regulations. The Contractor shall provide Microfiber mop systems, floor carpet cleaning equipment, other floor and housekeeping equipment. The contractor shall also supply paper towels, toilet tissue, hand soap, hand sanitizer, and all size trash bags which shall all be purchased from certified Ability One contractors. The contractor shall clean the entire Clinic, to include all waiting areas, reception, exam/treatment rooms, laboratories, restrooms, storage rooms and administrative support offices. The contractor shall have staff present at each clinic during normal business hours and after hours (as noted in the PWS). At Building 100 Michael E. DeBakey VA Medical Center 2002 Holcombe, Boulevard, Houston, TX 77030.

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. 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.

Assigned CO:

b. Contracting Officer’s Technical 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.

Assigned COR: _

Alternate COR: _

c. Other Key Government Personnel: _Alfred Okele, Program Manager

3. CONTRACTOR REPRESENTATIVES

The following employees of the contractor serve as the contractor’s program manager for this contract.

a. Program Manager: __ _

b. Other Contractor Personnel: ___________________

Title: __________________

4. PERFORMANCE STANDARDS

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

Performance Objective Standard

Performance Threshold Acceptable Quality Level

Method of Surveillance

PRS # 1.

All areas of the clinics and public areas are maintained in a clean and sanitary condition

VHA Directive

No More Than Three Verified Complaints Per Month

Customer Complaint

PRS # 2

Badges are properly displayed

HSPD-12, VA

Directive 0710, and VA Directive 0735.

97% Compliance Random Observation

5. INCENTIVES

The Government shall use the issuance of additional task orders and past performance ratings as incentives. Incentives shall be based on meeting, exceeding, or not meeting performance standards.

6. METHODS OF QA SURVEILLANCE

Various methods exist to monitor performance. The COR shall use the surveillance methods listed below in the administration of this QASP.

Customer Complaint:

Performance Standard ID – 1

Random Observation:

Performance Standard ID – 2

100% Inspection:

Performance Standard 3

7. RATINGS

Metrics and methods are designed to determine if performance meets, exceeds, 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:

Excellent = Exceeds Standards Satisfactory = Meets Standards Unsatisfactory = Fails to Meet Standards

8. DOCUMENTING PERFORMANCE

a. ACCEPTABLE PERFORMANCE - The Government shall document positive performance.

Any report may become a part of the supporting documentation for any contractual action.

Performance Objective Standard

Performance Threshold Acceptable Quality Level

Method of Surveillance

PRS # 3

All contractor employees receive all mandatory training

Code of Regulations General Industry Safety Orders (OSHA)

97% Compliance 100% Inspection

b. UNACCEPTABLE PERFORMANCE - When unacceptable performance occurs, the COR shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case the COR shall document the discussion and place it in the COR file.

c. When the COR determines formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR) and forward it to the CO for review, who will then present it to the contractor's program manager for corrective action, with a copy to the COR.

d. The contractor shall acknowledge receipt of the CDR in writing. The CDR will specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CDR will also state how long after receipt the contractor has to present this corrective action plan to the COR. The Government shall review the contractor's corrective action plan to determine acceptability. Any CDRs may become a part of the supporting documentation for any contractual action deemed necessary by the CO.

9. FREQUENCY OF MEASUREMENT

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

b. Frequency of Performance Assessment Meetings - The COR shall meet with the contractor monthly to assess performance and shall provide a written assessment.

<After award, both the contractor’s Program Manager and the COR shall sign this document.>

Signature – Contractor Program Manager

Signature – Contracting Officer’s Representative