BNC_Quality Assurance Surveillance Plan.docx

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

GROUNDS MAINTENANCE SERVICES

INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate contractor actions while implementing this PWS. It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective in the PWS in the maintenance contract.

The QASP provides a systematic method to evaluate the services the contractor is required to furnish.

This QASP is based on the premise the Government desires to maintain a quality standard in operating, maintaining, and repairing facilities and that a service contract to provide the service is the best means of achieving that objective.

The contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the contract. The role of the Government is quality assurance to ensure contract standards are achieved.

In this contract the quality control program is the driver for product quality. The contractor is required to develop a comprehensive program of inspections and monitoring actions. The first major step to ensuring a “self-correcting” contract is to ensure that the quality control program approved at the beginning of the contract provides the measures needed to lead the contractor to success.

Once the quality control program is approved, careful application of the process and standards presented in the remainder of this document will ensure a robust quality assurance program.

Prior to close of business each day including necessary weekends and holidays, the Contractor shall inspect all burial sections to ensure the areas are raked and groomed; the gravesites are smooth, level, free of footprints and tire impressions; blend with adjacent grade levels; are weed and pest free; and cleared of leaves, debris, and trash.

Repair damage to burial sections caused by vertebrate and invertebrate pests in accordance with requirements as stated in NCA Handbook 3410 – Integrated Pest Management Procedures for VA National Cemeteries.

Planting beds shall be kept attractive and free of weeds. Weeds and their root system will be removed.

PRS # 4 (PWS Section 5.3.1.2.1)

Areas with mineral mulch such as rock-lined swales, rock borders, and other areas mulched with decorative rock shall be kept free of weeds. Weeds and their root system shall be removed. Mineral mulch includes decomposed granite, pea gravel, pebbles, cobblestones, rip-rap, boulders, etc.

All planting beds, tree wells and gravesites areas shall be free of weeds, diseases, and pests. In addition, areas around all buildings, walkways and roadways shall be free of weeds. All pests shall be controlled and/or removed in accordance with appropriate local, county, state and federal regulations, and in accordance with NCA Handbook 3410 – Integrated Pest Management Procedures for VA National Cemeteries.

Second, at Medium Visual Impact Areas: Areas adjoining the memorial path. Areas adjacent to the maintenance building and yard.

Last, Low Visual Impact Areas: Non-use areas. Soil spoils areas. Areas viewed at considerable distance Periodic Inspection by the COR.

Headstones shall be installed within seven (7) days of delivery to the Cemetery as weather and soil conditions permit. Headstones shall be cleaned after setting. Cost for cleaning to be included in work for headstone setting. Headstones that are set by the Contractor shall maintain the proper height and alignment for a period of 90 days after being initially set. Any settlement or misalignment of headstones during this 90-day time will be corrected by the Contractor at no additional cost to the Government.

SURVEILLANCE: The Government Contracting Officers Representative (COR) person will receive complaints from base personnel and pass them to the contractor's quality control inspector (QCI) for correction.

STANDARD: Customer complaints shall not exceed the thresholds cited above for each performance standard. The COR shall notify the Contracting Officer for appropriate action in accordance with FAR 52.212.4, Contract Terms and Conditions-Commercial Items (May 1997) or the appropriate Inspection of Services clause, if any of the above service areas exceed the customer complaint thresholds.

PROCEDURES: Any base employee that observes unacceptable services, either incomplete or not performed, for any of the above performance objectives should immediately contact the COR and the COR will complete appropriate documentation to record the complaint. The COR will consider the customer complaint valid upon receipt from the customer. The COR should inform the customer of the approximate time the unacceptable performance will be corrected and advise the customer to contact the COR if not corrected. The COR will consider customer complaints as resolved unless notified otherwise by the customer. The COR shall verbally notify the Contractor’s Quality Control Inspector (QCI) to pick up the written customer complaint. The QCI will be given two hours after verbal notification to correct the unacceptable performance. If the QCI disagrees with the complaint after investigation of the site and challenges the validity of the complaint, the QCI will notify the COR. The COR will conduct an investigation to determine the validity of the complaint. If the COR determines the complaint as invalid, he will document the written complaint of the findings and notify the customer. The COR will retain the annotated copy of the written complaint for his/her files. If after investigation the COR determines the complaint as valid, the COR will inform the QCI and the QCI will be given an additional hour to correct the customer complaint. A customer complaint will not be recorded if proper and timely correction of the unacceptable condition(s) is accomplished. The QCI shall return the written customer complaint document, properly completed with actions taken, to the COR, who will file the complaint for monitoring future recurring performance. Recurring customer complaints are not permitted for any of the above service items. If a repeat customer complaint is received indicating the same deficiency during the service period (month, quarter, etc.), the COR should contact the Contracting Officer for appropriate action.