Attachment J-11 Quality Assurance Surveillance Plan.pdf
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- Attached to
- Custodial & Other Support Services for the Court Services and Offender Supervision Agency (CSOSA)
- Solicitation number
- 9594CS24Q0010
About this file
This document is a Quality Assurance Surveillance Plan (QASP) for a federal contract opportunity for custodial and other support services at various Court Services and Offender Supervision Agency (CSOSA) locations. The QASP outlines the government's plan for monitoring the contractor's performance, including what will be monitored, how monitoring will take place, who will conduct the monitoring, and how the results will be documented. The QASP defines the performance standards and acceptable quality levels for various cleaning and maintenance services such as floor care, carpets/rugs, restrooms, drinking fountains, surfaces, walls, trash/recycling, elevators/stairways, fitness centers, and exterior areas. The government will use periodic inspections and validated customer complaints to assess the contractor's performance, and provide either favorable or unfavorable evaluations. The contract opportunity, Solicitation Number 9594CS24Q0010, is for custodial, grounds maintenance, pest control, trash/recycling, and equipment preventative maintenance services at CSOSA facilities. A site visit is scheduled, and quotes must be submitted by the due date specified in the solicitation.
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9594CS24Q0010 - ATTACHMENT J-9
QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)
1. PURPOSE.
a. 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 will monitoring efforts and results be documented?
b. 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. In addition, the QASP should recognize that unforeseen and uncontrollable situations may occur.
c. 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 through purchase order modifications. Updates shall ensure that the QASP remains a valid, useful, and enforceable document. 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 - The Contracting Officer shall ensure performance of all necessary actions for effective contracting, ensure compliance with the purchase order terms, and shall safeguard the interests of the United States in the contractual relationship. The Contracting Officer shall also ensure that the Contractor receives impartial, fair, and equitable treatment under the purchase order. The Contracting Officer is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.
b. Contracting Officer’s Representative (COR) - The COR is responsible for technical administration of the purchase order and shall ensure 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.
3. PERFORMANCE STANDARDS.
a. The Contractor is responsible for performance of ALL terms and conditions included in the purchase order award. The COR will provide progress reports quarterly to the Contracting Officer reflecting performance on this plan and all other aspects of the resultant purchase order award. The performance standards outlined in this QASP shall be used to determine the level of performance in the elements defined. Performance standards define desired services. The Government performs surveillance to determine the level of performance to these standards.
b. The Performance Requirements are listed below in Section 4. The Government shall use these standards to determine performance and shall compare the performance to the standard and assign a rating. At the end of the performance period, these ratings will be used, in part, to establish the past performance of the Contractor.
9594CS24Q0010
Attachment J-9 Quality Assurance Surveillance Plan
4. METHODS OF QA SURVEILLANCE . Various methods exist to monitor performance. The COR shall use the surveillance method listed below in the administration of this QASP.
• PERIODIC INSPECTION. Evaluates outcomes on a periodic basis or as needed. Inspections may be scheduled or unscheduled, as required.
• VALIDATED USER/CUSTOMER COMPLAINTS. Relies on Staff reporting to identify deficiencies. Complaints are then investigated and validated.
Measures
PWS
Reference Performance Requirement Standard
Acceptable Quality Level
Surveillance Method Incentive Disincentive
Floor Care
Attachment J-1, Section 1.1
Perform all services listed as Floor Care in Attachment J-1, Section 1.1.
Complete the full scope of Floor Care cleaning service per the
PWS.
No more than 2 customer complaints per month.
Periodic inspections.
Validation from staff regarding cleanliness.
Favorable performance evaluation.
Unfavorable performance evaluation.
Carpets and Rugs
Attachment J-1, Section 1.2
Perform all services listed as Carpet and Rugs in Attachment J-1, Section 1.2.
Complete the full scope of Carpet and Rug cleaning service per the
PWS.
No more than 2 customer complaints per month.
Periodic inspections.
Validation from staff regarding cleanliness.
Favorable performance evaluation.
Unfavorable performance evaluation.
Restrooms, Shower Rooms, Locker Rooms
Attachment J-1, Section 1.3
Perform all services listed as Restroom, Shower room cleaning in Attachment J-1, Section 1.3.
Complete the full scope of the Restroom, Shower room cleaning services per the PWS.
No more than 1 complaint per month.
Periodic inspections.
Validation from staff regarding cleanliness.
Favorable performance evaluation.
Unfavorable performance evaluation.
Drinking Fountains
Attachment J-1, Section 1.4
Perform all services listed as Drinking Fountain cleaning in Attachment J-1, Section 1.4.
Complete the full scope of the Drinking Fountain cleaning service per the
PWS.
No complaints.
Periodic inspections.
Validation from staff regarding cleanliness.
Favorable performance evaluation.
Unfavorable performance evaluation.
Surfaces Attachment J-1, Section 1.5
Perform all services listed as Surfaces cleaning in Attachment J-1, Section 1.5.
Complete the full scope of the Surfaces cleaning per the PWS.
No more than 3 complaints per month.
Periodic inspections.
Validation from staff regarding cleanliness.
Favorable performance evaluation.
Unfavorable performance evaluation.
Interior Walls Attachment J-1, Section 1.6
Perform all services listed as Interior wall cleaning in Section 1.6.
Complete the full scope of Interior wall cleaning per the PWS.
No more than 1 Complaint.
Periodic inspections.
Validation from staff regarding cleanliness.
Favorable performance evaluation.
Unfavorable performance evaluation.
Quality Assurance Surveillance Plan
Reference Performance Requirement Standard
Acceptable Quality Level
Surveillance Method Incentive Disincentive
Trash, Wastebaskets, Recyclables
Attachment J-1, Section 1.7 and 1.8
Perform all services listed as Trash Wastebaskets and Recyc-lables in Attachment J-1, Section 1.7 &1.8.
Complete the full scope of Trash Wastebaskets and Recyc-lables per the
PWS.
No more than 2 complaints per Month.
Validation from staff regarding cleanliness.
Favorable performance evaluation.
Unfavorable performance evaluation.
Elevators and Stairways
Attachment J-1, Section 1.9
Perform all services listed as Elevators and Stairways in Attachment J-1, Section 1.9.
Complete the full scope of Elevators and Stairways cleaning per the PWS.
No more than 2 complaints per Month.
Periodic inspections.
Validation from staff regarding cleanliness.
Favorable performance evaluation.
Unfavorable performance evaluation.
Vending Machine Areas and Pantries
Attachment J-1, Section 1.10
Perform all services listed as Vending Machine Areas and Pantries in Attachment J-1, Section 1.10
Complete the full scope of Vending Machine Areas and Pantries per the PWS.
No more than 2 complaints per Month.
Periodic inspections.
Validation from staff regarding cleanliness.
Favorable performance evaluation.
Unfavorable performance evaluation.
Fitness Centers, Health Units, & Laboratories
Attachment J-1, Section 1.11
Perform all services listed as Fitness Centers, Health Units, and Laboratories in Attachment J-1, Section 1.11.
Complete the full scope of Fitness Centers, Health Units, and Laborator-ies per the
PWS.
No more than 3 complaints per Month.
Periodic inspections.
Validation from staff regarding cleanliness.
Favorable performance evaluation.
Unfavorable performance evaluation.
Policing Attachment J-1, Section 1.12
Perform all services listed as Policing in Attachment J-1, Section 1.12.
Complete the full scope of Policing per the PWS.
No more than 4 complaints per Month.
Periodic inspections.
Validation from staff regarding cleanliness.
Favorable performance evaluation.
Unfavorable performance evaluation.
High Cleaning Attachment J-1, Section 1.13
Perform all services listed High Cleaning in Attachment J-1, Section 1.13.
Complete the full scope of High Cleaning per the PWS.
No more than 2 complaints per Month.
Periodic inspections.
Validation from staff regarding cleanliness.
Favorable performance evaluation.
Unfavorable performance evaluation.
Plate Glass Attachment J-1, Section 2.1
Perform all services listed as Plate Glass in Attachment J-1,Section 1.14.
Complete the full scope of Plate Glass per the PWS.
No more than 3 complaints per month.
Validation from staff regarding cleanliness.
Favorable performance evaluation.
Unfavorable
Reference Performance
Requirement Standard
Acceptable Quality Level
Surveillance Method Incentive Disincentive
Ash Receptacles and Exterior Trash Containers
Attachment J-1, Section 2.2
Perform all services listed as Ash Receptacles and Exterior Trash Containers in Attachment J-1, Section 2.2.
Complete the full scope of Ash Receptac-les and Exterior Trash Containers per the PWS.
No more than 5 complaints per Option Year.
Validation from staff regarding cleanliness.
Favorable performance evaluation.
Unfavorable performance evaluation.
Policing Outside Areas
Attachment J-1, Section 2.3
Perform all services listed as Policing Outside Areas in Attachment J-1, Section 2.3.
Complete the full scope of Policing Outside Areas per the PWS.
No more than 4 complaints.
per Option Year
Validation from staff regarding cleanliness.
Favorable performance evaluation.
Unfavorable performance evaluation.
Canopies Attachment J-1, Section 2.4
Perform all services listed as Canopies in Attachment J-1, Section 2.4.
Complete the full scope of Canopies per the PWS.
No more than 5 complaints per Option Year.
Validation from staff regarding cleanliness.
Favorable performance evaluation.
Unfavorable performance evaluation.
Underground Parking Structure (only at 1230 Taylor St.), Parking Lots, and Dock Areas
Attachment J-1, Section 2.5
Perform all services listed as Underground Parking Structure in Attachment J-1, Section 2.5.
Complete the full scope of Under-ground Parking Structure (only at 1230 Taylor St.), Areas per the PWS.
No more than 5 complaints per Option Year.
Periodic inspections.
Validation from staff regarding cleanliness.
Favorable performance evaluation.
Unfavorable performance evaluation.
Exterior Hard Surface Areas
Attachment J-1, Section 2.6
Perform all services listed as Exterior Hard Surface Areas in Attachment J-1, Section 2.6.
Complete the full scope of Exterior Hard Surface Areas per the PWS.
No more than 4 complaints per Option Year.
Validation from staff regarding cleanliness.
Favorable performance evaluation.
Unfavorable performance evaluation.
Excrement Removal
Attachment J-1, Section 2.7
Perform all services listed as Excrement Removal in Attachment J-1, Section 2.7.
Complete the full scope of Excrement Removal per the PWS.
No more than 5 complaints per Option Year.
Validation from staff regarding cleanliness.
Favorable performance evaluation.
Unfavorable performance evaluation.
Grounds Maintenance
Attachment J-2 Perform all services listed under Grounds Maintenance in Attachment J-2.
Complete the full scope of Grounds Maintenance per the PWS.
Grass shall be maintained a height of 3 inches.
Periodic Inspection.
Favorable performance evaluation.
Unfavorable
Quality Assurance Surveillance Plan
5. RATINGS. Metrics and methods are designed to determine if performance exceeds, meets, 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:
EXCEPTIONAL Performance meets purchase order requirements and exceeds many to the Government’s benefit. The purchase order performance of the element or sub-element being assessed was accomplished with few minor problems for which corrective actions taken by the Contractor were highly effective.
Note: To justify an Exceptional rating, you should identify multiple significant events in each category and state how it was a benefit to the GOVERNMENT. However a singular event could be of such magnitude that it alone constitutes an Exceptional rating. Also there should have been NO significant weaknesses identified.
VERY GOOD Performance meets purchase order requirements and exceeds many to the Government’s benefit. The purchase order performance of the element or sub-element being assessed was accomplished with few minor problems for which corrective actions taken by the Contractor were highly effective.
Note: To justify an Exceptional rating, you should identify multiple significant events in each category and state how it was a benefit to the GOVERNMENT. However a singular event could be of such magnitude that it alone constitutes an Exceptional rating. Also there should have been NO significant weaknesses identified.
SATISFACTORY Performance meets purchase order requirements. The purchase order performance of the element or sub-element contains some minor problems for which corrective actions taken by the Contractor appear or were satisfactory.
Note: To justify a Satisfactory rating, there should have been only minor problems, or major problems the Contractor recovered from without impact to the contract. Also there should have been NO significant weaknesses identified.
MARGINAL Performance does not meet some purchase order requirements. The purchase order performance of the element or sub-element being assessed reflects a serious problem for which the Contractor has not yet identified corrective actions. The Contractor’s proposed actions appear only marginally effective or were not fully implemented.
Note: To justify Marginal performance, you should identify a significant event in each category that the Contractor had trouble overcoming and state how it impacted the GOVERNMENT. A Marginal rating should be supported by referencing the management tool that notified the Contractor of the contractual deficiency (e.g., Management, Quality, Safety, or Environmental Deficiency Report or letter).
UNSATISFACTORY Performance does not meet most purchase order requirements and recovery is not likely in a timely manner. The purchase order performance of the element or sub-element being assessed contains serious problem(s) for which the Contractor’s corrective actions appear or were ineffective.
Note: To justify an Unsatisfactory rating, you should identify multiple significant events in each category that the Contractor had trouble overcoming and state how it impacted the GOVERNMENT. However, a singular problem could be of such serious magnitude that it alone constitutes an unsatisfactory rating. An Unsatisfactory rating should be supported by referencing the management tools used to notify the Contractor of the contractual deficiencies (e.g., Management, Quality, Safety, or Environmental Deficiency Reports, or letters).
Quality Assurance Surveillance Plan
6. DOCUMENTING PERFORMANCE.
• ACCEPTABLE PERFORMANCE: The Government shall document positive performance. Any report may become a part of the supporting documentation for any purchase order action by preparing annual past performance using CONTRACTOR PERFORMANCE ASSESSMENT
REPORT (CPAR).
• UNACCEPTABLE PERFORMANCE: When the purchase order does not meet the acceptable quality level, the CO shall inform the Contractor. This will normally be in writing unless circumstances necessitate verbal communication. In any case, the CO shall document the discussion and place it in the purchase order file.
o If the Contracting Officer and COR determine formal written communication is required, the COR shall prepare a Contract Discrepancy Report (CDR), present it to the Contracting Officer for review and who will in turn present it to the Contractor’s program manager.
o 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 the receipt the Contractor has to present this corrective action plan to the Contracting Officer. The Government shall review the Contractor’s corrective action plan to determine acceptability. The Contracting Officer shall also assure that the Contractor receives impartial, fair, and equitable treatment. The Contracting Officer is ultimately responsible for the final determination of the adequacy of the Contractor’s performance and the acceptability of the Contractor’s corrective action plan.
o Any CDRs may become part of the supporting documentation for any purchase order action deemed necessary by the CO. Sample CDR below.
CONTRACT DISCREPANCY REPORT
1. CONTRACT NUMBER 2. REPORT NUMBER FOR THIS DISCREPANCY
3. TO: (Contracting Officer) 4. FROM: (Name of COR)
5. DATES
a. CDR PREPARED
b. RETURNED BY
CONTRACTOR:
c. ACTION COMPLETE
6. DISCREPANCY OR PROBLEM (Describe in detail. Include reference to PWS Directive; attach continuation sheet if necessary.)
7. SIGNATURE OF COR Date:
8. SIGNATURE OF CONTRACTING OFFICER Date:
9a. TO (Contracting Officer) 9a. FROM (Contractor)
10. CONTRACTOR RESPONSE AS TO CAUSE, CORRECTIVE ACTION AND ACTIONS TO PREVENT
RECURRENCE. (Cite applicable quality control program procedures or new procedures. Attach continuation sheet(s) if necessary.)
11. SIGNATURE OF CONTRACTOR REPRESENTATIVE Date:
12. GOVERNMENT EVALUATION. (Acceptance, partial acceptance, reflection. Attach continuation sheet(s) if necessary.)
13. GOVERNMENT ACTIONS (Acceptance, partial acceptance, reflection. Attach continuation sheet(s) if necessary.)
14. CLOSE OUT
NAME TITLE SIGNATURE DATE
CONTRACTOR
NOTIFIED
COR
CONTRACTING
OFFICER
7. FREQUENCY OF MEASUREMENT.
a. Frequency of Measurement. The frequency of measurement is defined in the purchase order or otherwise in this document. The government (COR or Contractng Officer) will periodically analyze whether the frequency of surveillance is appropriate for the work being performed.
b. Frequency of Performance Reporting. The COR shall communicate with the Contractor and will provide written reports to the Contracting Officer quarterly (or as outlined in the purchase order or COR delegation) to review purchase order performance.
| 9594CS24Q0010 - ATTACHMENT J-9 |
| QUALITY ASSURANCE SURVEILLANCE PLAN (QASP) |
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