Exhibit 2 QASP 2021 08 23.pdf

EXHIBIT 2 – QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

CONTRACT No.

INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) is designed to provide the General Services Administration (GSA) with an effective surveillance method for monitoring and evaluating the Contractor's performance under a Performance-Based Statement of Work (PBSOW) for custodial and related services.

In accordance to Federal Acquisition Regulation (FAR) Part 37.601, performance-based contracting methods are intended to ensure that the required performance quality levels are achieved and that the total payment is related to the degree that services performed or outcomes achieved meet contract standards.

The role of the GSA is quality assurance by ensuring that the Contractors are achieving the performance quality levels required under the custodial and related services contracts and focusing on the Contractors' quality control programs. The GSA periodically validates the execution of the Contractors' quality control programs by reviewing such areas as the Contractors' inspection forms, service call logs, tenant reports, tenant satisfaction surveys, and the timeliness of corrective actions.

Inspections conducted through the QASP and histories of Contractor performance in the “Contractor Performance Assessment Reporting System (CPARS)” or successor system assist GSA in obtaining those services that are contracted and delivered as agreed upon. The systems also help ensure that contract awards and deductions are executed in accordance with the contract requirements. The regional Property Management operations office is responsible for capturing the appropriate Contractor performance information that will be entered into CPARS by the CO or their designee.

A. PURPOSE OF THE QASP

1. The QASP is intended to accomplish the following:

-Defines the roles and responsibilities of participating government officials.

-Identifies the performance objectives based upon the PBSOW and in accordance with FAR Part 46.401(a) (1).

-Identifies the performance quality level standards in accordance with FAR Part 37.601(a) (2).

-Describes the methods of surveillance for the GSA to identifying quality levels in accordance with FAR Part 46.401(a) (2).

-Establishes a method to provide feedback to the Contractor regarding quality and timeliness of the service performance, i.e., copies of inspection forms, copies of tenant reports, data on tenant satisfaction scores; and any other drivers or measures of performance that are required by the CO or their designee.

-Establishes timeframes for communication and performance improvement if needed.

-Establishes specified procedures for changes to the contract price when services are not performed or do not meet contract requirements in accordance to FAR Part 37.601(a) (3).

2. The Contractor has developed a Quality Control Plan (QCP) that establishes procedures and responsibilities for controlling the quality of work to be performed. The Contractor is responsible for the implementation of the QCP.

B. ROLES AND RESPONSIBILITIES OF GOVERNMENT OFFICIALS

1. The following Government officials shall participate in assessing the quality of the Contractor's performance. Their roles and responsibilities are described as follows:

_____ or person designated by the CO shall serve as the Contracting Officer Representative (COR).

The COR is responsible for monitoring, assessing, recording, and reporting on the performance of the Contractor. The COR shall have the primary responsibility for completing the forms that will be used to evaluate the Contractor’s performance.

_____ or person designated as the CO shall have overall responsibility for overseeing the Contractor's performance. The CO shall be responsible for the monitoring of the Contractor's performance in the areas of contract compliance and contract administration, reviewing of COR's assessments of Contractor performance, and resolving any discrepancies that may arise between the parties involved.

C. TYPES OF WORK TO BE PERFORMED

1. The Contractor performance in providing the following custodial and related services shall be evaluated by the Government.

-Standard Services -Interior -Exterior -Snow and Ice Removal -Grounds Maintenance -Above Standard Services -Service Calls -Communication Plan -Solid Waste/Trash Disposal and Removal -Recycling -Environmental/Recycling Reporting -Integrated Pest Management Plan -Other services or requirements as specified in Section C

D. METHODS OF SURVEILLANCE

The method of surveillance is based on the performance criteria of the contract terms and specifications. Each requirement describes the tasks to be performed and the standard for successful performance. The GSA intends to monitor and evaluate the Contractor's performance based on any or all of the following four (4) surveillance methods:

-Periodic Surveillance Inspections: This method consists of selected surveillance tasks by the Government that do not require 100% inspection or are performed on a random basis. The CO or their designee shall evaluate the Contractors reports, surveys, etc., on a weekly, biweekly, monthly or quarterly basis.

-Tenant Interviews: All tenant concerns received through the CO or their designee shall be documented and evaluated on a planned schedule developed by the CO or their designee. This method will help the CO or their designee focus on areas that require further action from the CO.

-Service Call Documentation: This method of surveillance shall provide information to the CO or their designee such as identification of the types of service calls received, the frequencies, the corrective action(s) taken, timeliness of completion, and any other pertinent data. At a minimum, this method shall be performed on a monthly basis.

-Tenant Satisfaction Surveys: The Gallup Organization conducts surveys for one-third of GSA’s tenants in Government-owned and leased buildings annually. These surveys include questions specific to the cleanliness of GSA's buildings including elevator cleaning, restroom supplies, restroom cleanliness, the lobby, common areas, workspace, and frequency of cleaning. The surveys provide the CO or their designee with satisfaction scores that can be further evaluated to determine if there are any weaknesses within the various programs. The CO or their designee shall take appropriate measures, such as reviewing the survey comments, obtaining further feedback from the tenants as required or sharing of the scores with the Contractor to establish a plan of corrective action.

E. QUALITY ASSURANCE FORMS AND REPORTS

-Inspection Form: The GSA 1181-A or one of the equivalent forms, all provided in Exhibit 3, can be used to document and evaluate the Contractor's performance. The CO or their designee shall evaluate each event in accordance with the performance standards and performance requirements stated in the PBSOW. All tasks that are considered to have an unacceptable performance shall be substantiated and documented on the GSA 1181-A form or its equivalent. The form shall be completed and submitted to the Contractor within 24 hours. The Contractor shall return the GSA 1181-A form or equivalent form identifying the corrective action taken, within time allotted by the CO or their designee.

-Inspection of Services Clause: The CO shall fill in applicable commercial or non-commercial clause as appropriate, such as FAR Part 52.246.4 paragraphs (e) and (f).

F. ANALYSIS OF SURVEILLANCE RESULTS

Monthly CO Report: At the end of each month the CO or their designee shall summarize the overall results of the Contractor’s performance for the previous month. If appropriate, the CO may investigate the event(s) further to determine if all the facts and circumstances surrounding the event(s) are accurate. The CO shall also discuss with the Contractor an event or trend that indicates unacceptable performance.

QASP STANDARDS

Performance-based Task Services to be inspected

Standard for successful performance

Quality Assurance

Surveillance Method

Corrective

Action/Deduction

SECTION C

Contractor shall Provide interior custodial services.

FLOOR CARE

BARE FLOORS

(lobbies, corridors, restrooms, etc.)

Floors, base moldings and grout shall be clean and free of debris, including but not limited to, (dirt, water streaks, mop marks, string, gum, tar and other foreign matter). The floors shall maintain their natural luster and not have a dull appearance.

All applicable floor areas shall be maintained in accordance with industry standards.

Spill residue and clean-up materials shall be disposed of in accordance with the Environmental Protection

Agency (EPA), and State and local regulatory agency requirements.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

Failure to provide will result in further contract action. If not corrected a

5% deduction from the

Basic Monthly rate for that Month will be taken.

CARPETED FLOORS

Free of visible dirt, dust, and other debris.

No spots, smears, crusted material, or spills.

No fuzzing caused by harsh rubbing or brushing of carpet.

all of the following: tenant satisfaction, surveys, tenant interviews, periodic all of the following: tenant satisfaction, surveys, tenant interviews, periodic

Failure to provide will result in further contract action. If not corrected a

5% deduction from the

Basic Monthly rate for that Month will be taken.

Standard for successful performance

Quality Assurance

Surveillance Method

Corrective

Action/Deduction

SECTION C- Standard

Services (Public Space) and

Above Standard Service for other areas.

CARPET

EXTRACTION

Build-up, spills, or crusted material is to be removed along with spots and smears. Cleaned areas of carpets and rugs shall be reasonably blended with surrounding carpets.

SECTION C

CON'T

MATS AND

RUNNERS

Mats and runners shall be free of removable spots, soiled traffic patterns, dirt, debris, gum and crusted material. There shall be no areas of deterioration or fuzzing as a result of harsh brushing or scrubbing.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic

RESTROOMS,

SHOWER ROOMS,

LOCKER ROOMS,

AND HOLDING

CELLS

Areas shall be cleaned with a disinfectant cleaner. Fixtures shall maintain a high level of luster and be free of dust, mold, mildew, streaks, and encrustation. Partitions, doors, vents, sills, and walls shall be free of dust, dirt, bodily fluids, and waste and graffiti.

Restrooms shall be free of discarded material and trash shall be emptied to prevent the containers from overflowing.

all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

Failure to provide will result in a 1% deduction from the Basic Monthly rate for that Month.

FIXTURES

Fixtures and surfaces (washbasins, urinals, modesty panels, toilets, shower stalls etc.) shall be clean with no dust, spots, soil substances, discoloration, rust, mold, build-up, or excess moisture.

all of the following: tenant satisfaction, surveys, tenant interviews, periodic

Standard for successful performance

Quality Assurance

Surveillance Method

Corrective

Action/Deduction

TRASH,

WASTEBASKETS,

AND ASH

RECEPTACLES

Trash containers shall be emptied and kept clean, odor-free and free of dirt, dust, debris, residue, and spilled material. Plastic liners for all trash, debris containers shall not be torn, worn, or contain residue. All ash receptacles shall be free of dust, ashes, odors, tar, streaks, and tobacco residue.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic result in a 1% deduction from the Basic Monthly rate for that Month.

RECYCLING

Paper shall be transported from recycling bins to storage containers in designated area.

all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

Failure to provide will result in a 1% deduction from the Basic Monthly rate for that Month.

SNOW AND ICE

REMOVAL

Shall be free of snow and ice which may cause slip hazard.

all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

Failure to provide will result in a 1% deduction from the Basic Monthly rate for that Month.

GROUNDS

MAINTENANCE

Maintain all plants, trees, shrubs, ground cover, and lawns in a manner that prolongs life and sustains a healthy appearance and free from pests.

Entrances and Exits shall not be wet from watering, during the arrival and departure of occupants and visitors.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic result in further contract action.