Attachment E QASP Munising.docx

Attachment E - QASP

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:

· The roles and responsibilities of Government officials

· The evaluation methods that will be employed by the Government in assessing the Contractor's performance and

· The monitoring forms used to evaluate and document the Contractor's performance.

Government Roles and Responsibilities: The "technical" Government personnel who will use the QASP 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:

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

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

· 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.

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

· 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 and deliverable facets of the effort. Specifically, such duties will entail the following:

· Carry out periodic inspections by establishing an Inspection Schedule using the Quality checklists from the Contractor's Quality Control Plan (as appropriate) and/or the set of Government Performance Requirements Summaries.

· 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.

· Use the Contract Discrepancy Report Form (see below), which will be provided to the Contractor, to (1) communicate discrepancies discovered during the periodic inspections; (2) note the impacts of what was not completed, and any recommendation for rework or re-performance; and (3) follow up to ensure non-conformances are corrected.

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

· Review changes to the Quality Control Plan before having the Contracting Officer sign off.

· Perform annual and final Performance Evaluations.

When an observation indicates defective performance, the COR will require the Contract Manager or representative to initial the observation made. The initialing of the observation does not necessarily constitute concurrence with the observation, only acknowledgment that he or she has been made aware of the defective performance.

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 and Deliverables to ensure there is a match between actual and expected performance. If there are discrepancies, the Contract Discrepancy Report (see below) will be used to communicate these performance concerns to the Contractor and follow through to ensure performance gaps are closed. 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 C0R 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 C0R completing the Performance Criteria and their Ratings form (see below).

The actual Inspection that is done by the C0R 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 AOL's given in the Performance Requirements Summaries. In many instances, these AQL's come from internal or external standards. The basic reason for using AOL'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 AOL'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.

Restroom Services – To be completed during each visit Cleaning Restrooms

-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.

-Floor drains shall be cleaned and flushed with a disinfectant.

-Restroom stall walls shall be cleaned with germicidal solution once a week.

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

-Validated customer complaints.

-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

include, but are not limited to, paper towels, toilet tissue, toilet seat covers and soap.

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

-Validated customer complaints.

-Performance Rating may be rated as "Exceptional" for future work with Government.

Space Cleaning – To be completed each visit unless otherwise noted Sweeping/Mopping

includes under walk-off mats.

-Validated customer complaints.

-Performance Rating may be rated as "Exceptional" for future work with Government.

Cleaning Carpets and Rugs

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

-Validated customer complaints.

-Performance Rating may be rated as "Exceptional" for future work with Government.

Cleaning Munising Lunchroom Area

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.

under "Space Cleaning" will be considered Unsatisfactory Contract Performance.

-Validated customer complaints.

-Performance Rating may be rated as "Exceptional" for future work with Government.

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

-Drinking fountains shall be cleaned and disinfected. All surfaces of drinking fountains shall be free of stains, smudges, mineral deposits, and debris.

-Door knobs need to be cleaned with germicidal solution

under "Space Cleaning" will be considered Unsatisfactory Contract Performance.

-Validated customer complaints.

-Performance Rating may be rated as "Exceptional" for future work with Government.

High Dusting/Cleaning (seven feet or more above the floor) - WEEKLY

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

-Includes fluorescent and incandescent light fixture lenses.

under "Space Cleaning" will be considered Unsatisfactory Contract Performance.

-Validated customer complaints.

-Performance Rating may be rated as "Exceptional" for future work with Government.

Emptying Waste Containers

-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.

Performance.

-Validated customer complaints.

-Performance Rating may be rated as "Exceptional" for future work with Government.

SMOKING RECEPTACLES - WEEKLY

-Validated customer complaints.

-Performance Rating may be rated as "Exceptional" for future work with Government.

Cleaning Walk-off Mats

-The mats shall be returned to their original locations afterwards.

-The Contractor shall report, in writing to the Contracting Officer Representative, all walk-off mats that are worn out to the point of being ineffective.

-Validated customer complaints.

-Performance Rating may be rated as "Exceptional" for future work with Government.

Miscellaneous Cleaning – To be completed as stated Windows and Glass Cleaning

-All other washed glass shall be clean and clear on both sides of exterior building windows -semiannually. First yearly cleaning must be complete by May 31st. Second yearly cleaning must be completed by September 30th.

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

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

-Schedule will be approved by the COR.

-Performance Rating may be rated as "Exceptional" for future work with Government.

Buffing and Waxing - SEMIANNUALLY

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

-No more than two validated customer complaints.

-Performance Rating may be rated as "Exceptional" for future work with Government.

Shampooing Carpet - SEMIANNUALLY

-Furniture or other equipment moved during shampooing shall be returned to their original positions.

-No more than two validated customer complaints.

-Performance Rating may be rated as "Exceptional" for future work with Government.

Washing Venetian Blinds - ANNUALLY

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

-Cords shall be clean.

-Performance Rating may be rated as "Exceptional" for future work with Government.

Service Call Work- AS NEEDED

-The Contractor shall provide adequate procedures for receiving and responding to service calls made during regular working hours.

-15+ Occurrences will be considered Unsatisfactory Contract Performance.

-Random periodic inspections by the COR.

-Validated customer complaints.

-Performance Rating may be rated as "Exceptional" for future work with Government.

CONTRACT DISCREPANCY REPORT

CONTRACT NUMBER: DATE:

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

5. SIGNATURE OF COR

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)

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

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

CLOSE OUT

KTR NOTIFIED

COR