Attachment B Quality Assurance Surveillance Plan.docx
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- Solicitation number
- QSE--36C78626R50141
About this file
This is a Quality Assurance Surveillance Plan (QASP) for ground maintenance services at Marion National Cemetery in Marion, Indiana, operated by the Department of Veterans Affairs National Cemetery Administration.
The QASP establishes the performance management framework and monitoring procedures for contractor performance on 53 acres of cemetery grounds. The document defines roles for the Contracting Officer and Contracting Officer's Representative (COR), who will monitor contractor compliance through daily checklist reviews, customer complaints, and periodic inspections. Performance standards are detailed in Attachment 1 and include lawn maintenance tasks such as mowing turf to one-inch height (95% AQL), headstone trimming around 13,909 markers (95% AQL), blade edging all flat markers (100% AQL), core aeration and overseeding, herbicide applications, fertilization, and irrigation system management. Additional services include floral pickup, power washing, headstone cleaning (100% AQL), tree pruning and removal, stump removal, turf renovation, raise and realignment work (100% AQL), snow and ice removal, leaf removal, mulching, and pest control. The plan specifies that contractors will develop quality control programs with self-inspection procedures and submit monthly performance reports to the COR. Acceptable Quality Levels range from 90% to 100% depending on task criticality, with performance shortfalls resulting in payment deductions. The COR will document all inspections using monitoring forms and prepare monthly summaries for the Funds Control Manager. The government emphasizes a performance-based approach focused on outcomes rather than process compliance, while maintaining flexibility for contractor innovation provided required service levels are achieved.
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Other files
| File | Type | Posted |
|---|---|---|
| Performance Work Statement Marion National Cemetery.docx | DOCX document | |
| Attachment A Price Schedule.xlsx | XLSX spreadsheet | |
| 36C78626R50141 0001 Amendment.docx | DOCX document | |
| Attachment F Davis Bacon Act.pdf | ||
| Performance Work Statement Grounds Maintenance.pdf | ||
| Attachment E - SCA WD 2015-4813 Wage Determination.pdf | ||
| Section D Instructions to Offerors Evaluations Addendum.docx | DOCX document | |
| Attachment C Subcontractor Participation Document.docx | DOCX document | |
| Solicitation.pdf | ||
| Attachment D -- Past Performance Questionnaire.pdf | ||
| Attachment A Price Schedule.xlsx | XLSX spreadsheet |
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Text version
QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)
Ground Maintenance Services at Marion National Cemetery, 1700 East 38th St., Marion, IN 46953
National Cemetery Administration Department of Veterans Affairs
TABLE OF CONTENTS
| 1 INTRODUCTION ……………………………………………………………….……………... | 3 | |
| 1.1 Purpose ……………………………………………………………….………………. | 3 | |
| 1.2 Performance Management Approach ………………………………………………… | 3 | |
| 1.3 Performance Management Strategy …………………………………………………. | 4 | |
| 2 ROLES AND RESPONSIBILITIES ……………………………………………………………. | 4 | |
| 2.1 The Contracting Officer (CO/KO) …………………………………….……………. | 4 | |
| 2.2 The COR …………………………………………………….……………………… | 4 | |
| 3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS .. | 5 | |
| 4 METHODOLOGIES TO MONITOR PERFORMANCE ………………….…………………. | 5 | |
| 4.1 Surveillance Methods …………………………………………….…………………… | 5 | |
| 4.2 Customer Feedback …………………………………………….……………………. | 5 | |
| 4.3 Acceptable Quality Levels …………………………………………….……………. | 6 | |
| 5 QUALITY ASSURANCE DOCUMENTATION ……………………………………………… | 6 | |
| 5.1 The Performance Management Feedback Loop ……………………………………. | 6 | |
| 5.2 Monitoring Forms ……………………………………………………………………. | 6 | |
| 6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT …………………………............... | 6 | |
| 6.1 Determining Performance ……………………………………………………………. | 6 | |
| 6.2 Reporting ……………………………………………………………………………… 6 | ||
| 6.3 Reviews and Resolution ………………………………………………………………. 7 | ||
| Attachment 1: Performance Requirements Summary ……………………………………………. | 8 | |
| Attachment 2: Sample quality assurance monitoring form ………………………………………. | 10 |
QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)
1 INTRODUCTION
This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the SON or SOW (Statement of Need/Statement of Work) entitled Grounds Maintenance Services at Marion National Cemetery. This plan sets forth the procedures and guidelines the Marion National Cemetery station COR 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 monitor performance and identify required documentation and resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards/quality levels identified in the SON/SOW and the contractor’s quality control plan (QCP), and ensure the government pays only for the level of services received. This QASP defines the roles and responsibilities of all involved, defines the methodologies used to monitor and evaluate the contractor’s performance, and describes quality assurance documentation expectations.
| 1.2 | Performance Management Approach |
| 1.2.1 | The SON/SOW structures the acquisition around what service outcomes are required, as opposed to how the contractor should perform the work (i.e., results, not compliance). This QASP will define the performance management approach taken by Marion National Cemetery station COR to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives communicated in the SON/SOW are achieved. |
| 1.2.1 | Performance management represents a significant shift from the more traditional quality assurance (QA) concepts in several ways. Performance management focuses on assessing whether outcomes are being achieved and to what extent. This approach migrates away from scrutiny of compliance with the processes and practices used to achieve the outcome. A performance-based approach enables the contractor to play a large role in how the work is performed, if the proposed processes are within the stated constraints. The only exceptions to process reviews are those required by law (federal, state, and local) and compelling business situations, such as safety and health. A “results” focus provides the contractor flexibility to continuously improve and innovate over the course of the contract if the critical outcomes expected are being achieved and/or the desired performance levels are being met. |
| 1.3 | Performance Management Strategy |
| 1.3.1 | The contractor is responsible for the quality of all work performed. The contractor measures that quality through the contractor’s quality control (QC) program. QC is work output, not workers, and therefore includes all work performed under this contract regardless of whether the work is performed by contractor employees or subcontractors. The contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the SON/SOW. The contractor will develop and implement a performance management system with processes to assess and report its performance to the designated government representative. The contractor’s QCP will also set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. This QASP enables the government to take advantage of the contractor’s QC program. |
| 1.3.2 | The government representative(s) will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against communicated performance objectives. The government will make determinations regarding incentives based on performance measurement metric data and notify the contractor of those decisions. The contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively. |
2 ROLES AND RESPONSIBILITIES
2.1 The Contracting Officer (CO/KO)
The CO is responsible for monitoring contract compliance, contract administration, and cost control, and resolving any differences between observations documented by the Marion National Cemetery station Contracting Officer’s Representative and the contractor. The CO will designate one full-time COR as the government authority for performance management. The number of additional representatives serving as technical inspectors depends on the complexity of the services measured, as well as the contractor’s performance, and must be identified and designated by the CO.
2.2 The COR
The COR is designated in writing by the CO to act as their authorized representative to assist in administering a contract. COR limitations are contained in the written appointment letter. The COR is responsible for technical administration of the project and ensures proper government surveillance of the contractor’s performance. The COR is not empowered to make any contractual commitments or authorize any contractual changes on the government’s behalf. Any changes the contractor deems may affect contract price, terms, or conditions must be referred to the CO for action. The COR will have the responsibility for completing QA monitoring forms used to document the inspection and evaluation of the contractor’s work performance. Government surveillance may occur under the inspection of services clause for any service relating to the contract.
3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS
The required performance standards and/or quality levels are included in the SON/SOW and Attachment 1, Performance Requirements Summary. If the contractor meets the required service or performance level, it will be paid the monthly amount agreed on in the contract. Failure to meet the required service or performance level will result in a deduction from the monthly amount.
4 METHODOLOGIES TO MONITOR PERFORMANCE
4.1 Surveillance Techniques
To minimize the performance management burden, simplified surveillance methods shall be used by the government to evaluate contractor performance when appropriate. The primary methods of surveillance are:
· Random monitoring, which shall be performed by the COR designated inspector
· 100 percent inspection – with some Contractors, depending on the service provided, the COR shall review the days work completely, and document the outcomes
· Periodic inspection – the COR typically performs the periodic inspection
· Checklist reporting – the contractor staff can report completed tasks 4.1
4.2 Customer Feedback
The contractor is expected to establish and maintain professional communication between its employees and customers. The primary objective of this communication is customer satisfaction. Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints.
Performance management drives the contractor to be customer focused through initially and internally addressing customer complaints and investigating the issues and/or problems, but the customer always has the option to communicate complaints to the CO or COR, as opposed to the contractor.
The COR will accept those customer comments and communicate them to the contractor if such feedback is encountered.
4.3 Acceptable Quality Levels
The acceptable quality levels (AQLs) included in Attachment 1 for contractor performance are structured to allow the contractor to manage how the work is performed while providing negative incentives for performance shortfalls. For certain critical activities, such as those involving reasonable level of appearance and cleanliness in all areas, and shall ensure grounds are well maintained, clean, functional, (e.g., police trash, no tools left unattended, grass clippings, limbs, debris,) and are accessible, the desired performance level is established at 100 percent. Other levels of performance are keyed to the relative importance of the task to the overall mission performance at Marion National Cemetery.
5 QUALITY ASSURANCE DOCUMENTATION
5.1 The Performance Management Feedback Loop
The performance management feedback loop begins with the communication of expected outcomes. Performance standards are expressed in the SON/SOW and assessed using the performance monitoring techniques shown in Attachment 1.
5.2 Monitoring Forms
The government’s QA surveillance, accomplished by the COR, will be reported using the monitoring form in Attachment 2. The forms, when completed, will document the government’s assessment of the contractor’s performance under the contract to ensure the required results cleanliness and NCA standard levels are being achieved. The COR will retain a copy of all completed QA surveillance forms. Monitoring forms also serve as an informal basis of tracking billable CLINs for the Contractor’s invoice.
6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT
6.1 Determining Performance
The government shall use the monitoring methods cited to determine whether the performance standards/service levels/AQLs have been met. If the contractor has not met the minimum requirements, email communication with Contractor will allow them to make a corrective plan. The government may be involved in duty instructions if the contractor requests it. Training the staff member on a duty shall always follow the leading guidance of the contractor; government is there to assist. Corrective planning will never be imposed on a staff member directly. But fulfillment of the requirements are required for Contractor compensation.
6.2 Reporting
At the end of each month, the COR will prepare a written report for Funds Control Manager summarizing the overall results of the quality assurance surveillance of the contractor’s performance. This report, which includes the completed quality assurance monitoring forms (Attachment 2), will become part of the QA documentation. It will enable the government to demonstrate whether the contractor is meeting the stated objectives and/or performance standards, including cost/technical/scheduling objectives.
6.3 Reviews and Resolution
The COR may require the contractor’s or a designated alternate to meet with the COR as deemed necessary to discuss the performance evaluation. For this service the arrangement is on an ad hoc, as-needed basis. If required, these meeting can be called by either the contractor or the government.
| 6.3.1 | The COR must coordinate and communicate with the contractor to resolve issues and concerns regarding marginal or unacceptable performance, or unforeseen difficulties experienced by the contractor’s employee(s) performing the duty. The employee is encouraged to approach any government employee in event of any need, but work-related discussions should involve the COR. |
| 6.3.2 | The COR and contractor should experience informal rapport that facilitates productive long-term patterns of action. Decisions regarding changes to metrics, thresholds, or service levels should be clearly documented. Changes to service levels, procedures, and metrics will be incorporated as a contract modification at the convenience of the procuring CO. |
ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY
Required Services (Tasks) Performance Standards Acceptable Quality Levels Methods of Surveillance Incentive (Positive and/or Negative) (Impact on Contractor Payments)
| LAWN MAINTENANCE: MOWING, |
| Turf in Visually Prominent Areas is maintained within one inch of the recommended height. |
95%
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
| Headstone Trimming (13,909) + 400 estimated yearly |
| The Contractor shall string trim turf and vegetation around all upright headstones. Streaks or irregularities, uneven cutting, plowing, or gouging of the soil is unacceptable. |
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
String Trim Other Areas
Other features on cemetery grounds are trimmed or edged within appropriate limits.
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
| Blade Edge All Flat Markers(2Flat Markers) |
| Turf is edged vertically even with marker and marker is free of trimming debris. |
| 100% |
| Review by COR, Customer Complaints |
| Impact on CPARS assessment |
Blade Edge All Curbing and Sidewalks (6,349 Linear Ft)
Other features on cemetery grounds are trimmed or edged within appropriate limits.
| 90% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Core Aerate (53 acres)
Aeration shall remove at least nine 3-inch plugs per square foot.
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Overseed (53 acres)
| Contractor shall use 30% Perennial Ryegrass, 40% Kentucky Blue Grass / 30% Red Fescue / (Or other seed variants and compositions approved by the COR), at a rate of 4 pounds per 1,000 sq. feet and 8 pounds per 1,000 sq feet for bare areas. All seed must be approved by COR or Cemetery director as the cemetery has both blue grass and fescue dominate sections |
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Pre-emergence Herbicide Applications (53 acres)
Visually prominent area is generally weed free.
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Post-emergence Herbicide Applications (53 acres)
Visually prominent area is generally weed free.
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Fertilize (53 acres)
| Visually prominent areas have a well-established, Attractive healthy stand of turf. |
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Yellow Nutsedge Herbicide (53 acres)
Visually prominent area is generally weed free.
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Grub insecticide (53 acres)
Contractor shall provide sufficient evidence that the maximum commercial label rate for all established turf has been achieved (Delivery and receivable must be verified by the COR).
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Irrigation Start-up and backflow testing
| Contractor shall ensure irrigation system is in good working condition and in compliance with all state and federal laws. |
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Irrigation Winterization
| The Contractor shall commence winterizing systems (weather permitting) no later than October 30th, with all irrigation lines and pump station winterized according to manufacturer’s recommendations. |
| 100% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Floral Pickup (20 Sections)
| remove floral and decorative items in accordance with MNC Floral policy at direction of COR. |
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Col Wall/Committal Shelter, Other hardscapes sidewalks curbs ETC. Power Wash Cleaning (Option)
| ensure power washing operations clean all biological growth and provide a clean appearance of all listed areas. |
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
| Headstone Cleaning |
| Headstones are clean, neat and free of biological growth and debris |
| 100% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Japanese Beetle Spray (35 Trees) (Option)
Contractor shall provide sufficient evidence that the maximum rate for Preventive and/or Curative application has been achieved. (Delivery and receivable must be verified by the COR).
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Tree Pruning / Shrub
| Tree / shrub work shall be conducted within industry standards and surveilled by a “Certified Arborist” |
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Tree Removal (12 inches or larger) (Option)
| Tree / shrub work shall be conducted within industry standards and surveilled by a “Certified Arborist” |
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Tree Removal (Less than 12 inches) (Option)
| Tree / shrub work shall be conducted within industry standards and surveilled by a “Certified Arborist” |
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Stump Removal (12 Inches or larger) (Option)
| Tree / shrub work shall be conducted within industry standards and surveilled by a “Certified Arborist” |
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Stump Removal (Less than 12 inches) (Option)
| Tree / shrub work shall be conducted within industry standards and surveilled by a “Certified Arborist” |
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Sunken Gave Repair (Option)
Sunken graves are identified and measures taken to re-establish ground level and cover within 30 calendar days of the date identified. With COR and Cemetery Director approval.
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Turf Renovation (Option)
Turf is established and healthy and presents a pleasing appearance free of bumps, brown spots, bare areas and turf is compatible with the geographic region and turf matches cemetery existing turf types.
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Raise and Realign (Option)
| All raise and realignment work will follow the SOW and the standards and measures outlined therein. |
| 100% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Fine Tune Alignment (Option)
| Headstones should present a pleasing side string line and back string line as outlined in the SOW |
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Snow Removal on Roads/Parking Areas (Option)
| Snow is removed and cemetery presented with a neat and clean appearance and a safe space is provided for staff and customers alike. |
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Ice Melt on Walkways / Columbarium (Option)
| Snow is removed and cemetery presented with a neat and clean appearance and a safe space is provided for staff and customers. |
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Salt Roads and Parking Areas (Option)
| Salt or appropriate chemical is liberally applied to aid in the melting of ice to ensure a safe space for staff and customers. |
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Leaf Removal & Pickup (53 Acres)
Turf areas are cleared of leaves and other natural debris as needed or weekly.
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Mulch Planting Beds & Tree Rings
| Mulch is replaced or added to mulch rings and planting beds to provide a clean neat appearance that is pleasing to the cemetery and customers. Standards are outlined in SOW. |
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Planting beds tree rings - pre-emergence herbicide
| apply Snapshot herbicide, or effective equivalent pre-emergence herbicide, in April and September at the full label rate to all mulched and rocked areas for weed control |
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Planting beds tree rings - Emerged weed removal/control maintain all mulched areas, including tree rings, free of weeds (April through October) removed when they emerge throughout the month, either by hand or with carefully directed spot applications of a glufosinate herbicide (such as Finale), or other product approved by the Midwest District Agronomist. Ensure crusted/hardened mulch surfaces are broken up to allow air and water movement through the mulch layers.
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Irrigation System (Operation & Maintenance)
| Irrigation system is in good operational state and repairs are identified and made timely. |
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
Pest Control (Option)
| provide control of bothersome insects (mosquitos, flies, mud-daubers, hornets, and wasps) and other pests as needed for customer and employee safety and comfort at the Committal Shelter, Columbarium courtyard, Admin Building, maintenance buildings, Barn, and in the Cemetery Grounds. State laws regarding pesticide application and licensed applicators shall be followed |
| 95% |
| Daily review of checklists by COR, Customer Complaints |
| Impact on CPARS assessment |
ATTACHMENT 2: SAMPLE QUALITY ASSURANCE MONITORING FORMS
Grounds Maintenance Daily Checklist
Grounds Maintenance Weekly Task Checklist image1.png image2.png
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