Attachment_D_QASP_-_Pueblo_Dam_Office_Janitorial_Svc.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

PUEBLO DAM OFFICE JANITORIAL SERVICE

Solicitation: 140R6023Q0042 Bureau of Reclamation

I. PURPOSE

This Quality Assurance Surveillance Plan (QASP) has been developed to implement a quality surveillance strategy for custodial services at the Pueblo Field Office. The primary intent of this plan is to provide the Contracting Officer Representative (COR) a basis for the evaluation of the quality of performance the Contractor provides during the life of the contract. Oversight of the Contractor's performance will assure contract quality and, consequently, the health and safety of Pueblo Field Office employees. The plan will afford the COR a proactive mechanism to preclude major deficiencies in the performance of services and provide for annual evaluation of the Contractor's performance.

As it pertains to custodial services, a concept of "substantially complete" shall be the basis used in reference to a service result in the Statement of Objectives, Service Delivery Summary. Work is considered "substantially complete" when there has been no willful departure from the terms of the contract, and no omission of essential work. The Contractor has honestly and faithfully performed the work required, and the only variance consists of minor omissions or deficiencies. In general, work is substantially complete when 90 to 95 percent or more of the tasks identified to be completed are satisfactorily performed.

The QASP provides a systematic method to evaluate the services the Contractor is required to furnish, and not the details of how the Contractor accomplishes the work. The plan uses Validated Customer Complaint as the surveillance method to adequately assure the Government of the Contractor's performance.

II. SCOPE

In order to fully understand the roles and the responsibilities of the parties, it is important to first define the distinction in terminology between the Quality Control Plan and the Quality Assurance Surveillance Plan. The Contractor, and not the Government, is responsible for management and quality control actions necessary to meet the quality standards set forth by the contract and follow-on task orders. The Contractor develops and submits his Quality Control Plan (QCP) for Government approval in compliance with his contract deliverables. Once accepted, the Contractor then uses the QCP to guide and to document the implementation of the required management and quality control actions to achieve the specified results. The QASP, on the other hand, is put in place to provide Government surveillance oversight of the Contractor's quality control efforts to assure that they are timely, effective, and are delivering the results specified in the contract or task order. The QASP is not a part of the contract, nor is it intended to duplicate the Contractor's QCP. The Government will periodically evaluate the Contractor’s performance. Therefore, the Government has provided the Contractor an informational copy of the QASP as an attachment to the solicitation, to support the Contractor's efforts in developing a QCP, and for providing the contractor an opportunity to comment and propose innovative solutions for the Government's QASP.

Attachment D

Solicitation: 140R6023Q0042 Bureau of Reclamation Pueblo Janitorial Service Missouri Basin Region

III. GOVERNMENT RESOURCES AND RESPONSIBILITIES

The following definitions for Government resources are applicable to this plan:

Contracting Officer (CO) 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.

Contracting Officer’s Representative (COR) An individual designated in writing by the Contracting Officer to act as his/her authorized representative to assist in the technical administration of a contract. The source and authority for a COR is the CO. The COR’s limitations are contained in the written letter of designation.

The Government resources shall have responsibilities for the implementation of this QASP as follows:

Contracting Officer The CO ensures performance of all necessary actions for effective contracting, ensures compliance with the terms of the contract, and safeguards the interests of the United States in the contractual relationship. It is the CO who assures that the Contractor receives impartial, fair, and equitable treatment under the contract. The CO is ultimately responsible for the final determination of the adequacy of the Contractor's performance.

Contracting Officer’s Representative The COR is responsible for technical administration of the project and assures proper Government surveillance of the Contractor's performance. 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 CO for action.

IV. PERFORMANCE INDICATORS (MEASURES)

Quality Level The COR will determine whether the Contractor has consistently satisfied the expected quality level, as per the contractual requirements. Quality standards for all identified services to be performed are identified in the Statement of Objectives, Service Delivery Summary.

Frequencies The COR will determine whether tasks and frequencies conform to the tasks and frequency requirements accepted.

Management Responsiveness The COR will determine whether the Contractor provides satisfactory project management, adequate timely response to customer complaints, the quality of the management of customer complaints, quality accountability of complaints, the quality of the reporting of complaints, and conformity to the Contractor's final Quality Control Plan.

V. METHODS

The below-listed methods of surveillance shall be used in the administration of this QASP. In addition to specific instructions that may be mentioned, the appropriate and standardized form that is to be used for documentation of QA surveillance, is the Surveillance Activity Checklist contained in this document.

Customer Feedback Customer feedback may be obtained either from the results of formal customer satisfaction surveys, or from random customer complaints. Customer complaints, in order to be considered valid, must be set forth clearly and in writing; must contain the detailed nature of the complaint; must be signed; and must be forwarded to the COR. The COR shall maintain a summary log of all formally received customer complaints, as well as a copy of each complaint, in a documentation file. The COR shall also keep the tabulated results of all customer satisfaction surveys on file and shall enter the summary results into the Surveillance Activity Checklist.

Inspection This level of inspection shall be accomplished by monitoring and documentation. Each month, the COR shall review the generated documentation, and enter summary results into the Surveillance Activity Checklist.

Random monitoring shall be conducted when needed, and shall be performed by the COR.

VI. GOVERNMENT REMEDIES

The mentioned deductions will in no way affect the Government's right under the "Default" clause of this contract.

All work shall be subject to inspection, approval, and acceptance by the Government.

• Inspections for twice weekly services;

• Inspections for weekly services;

• Inspections for quarterly services;

• Inspections for semi-annual services.

Work will be considered not to have been performed when any one of the following conditions exist:

• The work tasks in an area were not performed in strict accordance with the performance standards and procedures.

• The appropriate equipment, tools, and chemicals were not properly used; or were not in good operational condition for completing the requirement in a timely, satisfactory manner.

• The Contractor shall employ an adequate number of personnel to ensure that any area not acceptable for use, due to non-performance, shall be made acceptable within four hours after notification by the Contracting Office. Thereafter, a deduction will be made from the monthly invoice.

For each working day during a calendar month that the contractor does not fulfill cleaning duties, one full day pay will be deducted.

Any task listed under: “STATEMENT OF OBJECTIVES”, Services Required, items 1 through 4:

• For each item not performed, a percentage of 100 will be deducted for that day, according to how many tasks are to be completed, and according to how many working days in that month.

• All or any portion of the tasks previously mentioned were not performed.

The COR will, in addition to providing documentation to the CO, maintain a complete contract file. The file will contain copies of all reports, evaluations, recommendations, and any actions related to the Government's performance of the quality assurance function, including the originals of all Surveillance Activity Checklists. All such records will be retained for the life of this contract. The COR shall forward these records to the CO at termination or completion of the contract.

CHECKLIST - SURVEILLANCE ACTIVITY CHECKLIST

Performance Requirement (Twice Weekly)

Performance Standard Method of Surveillance

Date Accomplished

Compliance

Empty Trash Trash Receptacles and waste baskets

Clean and Dust Areas

Furniture, window wells, boards and trim

Vacuum and Wet- Mop Tile Floors

108 Square Feet

Clean Glass Doors and Windows

Interior and exterior entryways

Clean Restrooms Vacuum, wet-mop, disinfect all surfaces, clean mirrors, refill dispensers

Clean Kitchen Area Sink and counter tops

Clean Lunch & Conference Room

Tabletops, chairs and fixtures

Vacuum Carpeted Area

1,434 square feet

Clean drinking fountain

Using disinfectant

Performance Requirement (Weekly)

Performance Standard Method of Surveillance

Date Accomplished

Compliance

Dust Hard to Reach Areas

Throughout the Office

Remove Soil Marks Light switches, doors, door frames, walls and floors

Performance Requirement (Quarterly)

Performance Standard Method of Surveillance

Date Accomplished

Compliance

Clean Inside & Outside of All Windows

Exterior windows and door glass

Performance Requirement (Semi- Annually)

Performance Standard Method of Surveillance

Date Accomplished

Compliance

Strip and Re-Wax Uncarpeted Floors

Strip old wax buildup, remove residue, re-wax and buff shine

Clean and Shampoo Carpet

Areas not covered by furniture or equipment