Exhibit 2 QASP.pdf

GENERAL SERVICES ADMINISTRATION

Northwest/Arctic Region Auburn, WA 98001

PBS, FACILITY MANAGEMENT DIVISION

QUALITY ASSURANCE SURVEILLANCE PLAN

SUBJECT: Quality Assurance Surveillance Plan

Purpose: The purpose of the Quality Assurance Surveillance Plan (QASP) is to outline the general requirements on how the Contract Officer Representative (COR) will ensure that the government receives services consistent with the contract terms and conditions; uses a consistent methodology to evaluate contractor performance; and documents performance in a timely manner.

Applicability: Quality Assurance Surveillance Plan is effective upon approval from the Contracting Office (CO), and applies to all Janitorial contracts within the PBS Northwest/Arctic Region.

Governing Policies and Guides: R10 PBS 10PM SOP 2860.1, Performance Work Statement and the Federal Acquisition Regulations (FAR).

Quality Assurance Surveillance Plan (Grounds)

Contract Number:

Building Number:

Date:

Introduction

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

In accordance with 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 program. The GSA periodically validates the execution of the Contractors' quality control program 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 Report 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 COR is responsible for capturing the appropriate contractor performance information that will be entered into CPARS by the CO/ Contract Specialist (CS).

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 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 identify 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 COR.

● 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 (QC) Plan that establishes procedures and responsibilities for controlling the quality of work to be performed. The Contractor is responsible for the implementation of the QC Plan.

Roles and Responsibilities of Government Officials

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

1. has been designated by the CO and 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 forms that will be used to evaluate the Contractor’s performance. The COR is reserved the right to conduct random inspections to support QASP requirements.

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

Methods of Surveillance

The method of surveillance is based on the performance criteria of the contract terms and specifications.

Each requirement will describe the tasks to be performed and the standard for successful performance.

GSA intends to monitor and evaluate the Contractor's performance based on any or all of the following surveillance methods:

1. 100 Percent Evaluation

This method usually is most appropriate for infrequent tasks or tasks with stringent performance requirements, for example where health and life-safety is a concern. With this method, performance is inspected/evaluated at each occurrence.

2. Periodic Surveillance Inspections This method consists of selected surveillance tasks by the Government that do not require 100 percent inspection, or are performed on a random basis. The COR will evaluate the Contractor’s reports, surveys, etc. on a daily, weekly, biweekly, monthly, quarterly, semiannual, annual or biennial basis.

3. Tenant Interviews

All tenant concerns received through the COR will be documented and evaluated on a planned schedule developed by the COR. This method may help the COR focus on areas that may require further action from the CO.

4. Service Request Documentation

This method of surveillance will provide information to the COR, such as identification of the types of service requests received, the frequencies of service requests, corrective action taken, timeliness of completion, and any other pertinent data. At a minimum, this method must be performed on a monthly basis.

5. Tenant Satisfaction Surveys

Conducts surveys for tenants in Government-owned and leased buildings. These surveys gather important data in many areas, including specific categories pertaining to the operation and maintenance of GSA's buildings. The surveys provide the COR with satisfaction scores that can be further evaluated to determine if there are any weaknesses within the various programs. There are various measures that can be taken, such as reviewing the survey’s comments, obtaining further feedback from the tenants, or sharing the scores with the Contractor to establish a plan of action.

6. Remote Virtual Inspections This method of surveillance can be used when onsite inspections are unable to be accomplished.

Visual evidence shall be provided of non-sensitive areas to ensure services have been performed per the contract requirements. Visual evidence could be in the form of photographs, videos and/or virtual technologies such as Google Hangouts Meet™, Facetime™ and Zoom™ etc. NOTE: only photographs can be uploaded/attached to work orders in the NCMMS. CORs shall direct the contractors regarding the specific items/areas to be captured on camera or video. It is at the discretion of the COR to establish points of contact with tenant agencies and/or utilize the call center to assist in monitoring Contractor services. These agency points of contact shall be kept informed of building services by the COR.

7. Multiple This method of surveillance applies when a variety of surveillance methods are required to evaluate a contractor’s performance. The task, methods of surveillance and frequency of inspections will be listed in the Additional Comments sections of this form.

Inspections – Identified Deficiencies

Inspection Form: The Contract Cleaning Inspection Form in the National Computerized Maintenance Management System (NCMMS) will be used to document and evaluate the Contractor's performance. The COR will evaluate each event in accordance with the performance standards and performance requirements stated in the performance work statement. All tasks that are considered to have unacceptable performance shall be substantiated and documented in the Contract Cleaning Inspection Form in the NCMMS. The form will be completed and submitted to the Contractor within 24 hours after the inspection. For unacceptable performance, the Contractor shall complete and document all corrective actions taken in NCMMS within the time frame allotted by the COR. The COR will electronically submit inspection forms to the CO/CS.

Follow-up and Corrections of Deficiencies

Contractor will be given a copy of the Contract Inspection Report to sign off on at the end of the COR inspection. COR will determine a reasonable correction period that the contractor must adhere to for rework. Any disputes should be directed to the CS/CO for further action and intervention.

Follow up inspections/reviews will be performed on all rejected work. These inspections are in addition to the next scheduled inspection. If rejected work is not corrected by the date identified, and there is no acceptable justification to the COR, the COR shall forward the issue to the CO/CS for further action and intervention.

Communication

Daily communication between Contractor’s supervisor and COR will be carried out via telephone and/or face to face conversation as needed. Quarterly partnering meetings will be held by the GSA team with COR, Contractor, Contract Specialist and Technical Specialist. The purpose of this meeting is to establish a dialogue about issues that affect the contract and how they will be resolved. Minutes should be taken and distributed to all involved.

Review of Contractor's Quality Control Program (QCP)

During the first 6 months of the new base year the COR will review the Contractor’s QCP files monthly.

If acceptable, the review should be reduced to a quarterly basis. If quality drops, COR will inspect contractor QC files at a higher frequency (i.e. weekly, monthly) to determine if proper controls are being implemented.

COR/COTR will review Contractors QC files to determine if:

● Routine Inspections are being performed as outlined in the Contractor’s QC Plan.

● Documentation is being performed in accordance with Contractor’s QC Plan.

● If the QC plan is effective. Effectiveness will be determined by reviewing the Government’s own inspection reports and tenant complaints and comparing them with inspections/documentation accomplished by the Contractor. Review should determine if there are differences between what the Contractor thinks and shows is acceptable versus what the Government accepts.

Records Retention

The Government has a need to review the records of the Contractor if they pertain to the contract, therefore the records should be easily available on-site and electronically for their review. COR will conduct periodic reviews of the method of record retention to ensure it is accessible, complete, and current.

Training Records Review

The Contractor is responsible for providing trained personnel that know their job assignments and are capable of performing them satisfactorily. In addition, the Contractor is responsible for providing training throughout the contract. The Government will review the Contractor’s training plans and records to ensure they are complying with this requirement. At a minimum COR will review Contractor records quarterly.

Time of Surveillance

Inspections will be conducted within two hours of when performance of the work has been completed per the approved cleaning schedule. If cleaning is conducted after working hours, inspections will occur within the first two hours of the following business day.

Deductions

It is the Government’s intention that through partnership and open communication with the Contractor that all QASP findings are addressed before the need for deductions arises. It is the objective of the Government to obtain complete and satisfactory performance in accordance with the terms of the specifications and requirements in this contract. To this end, the Government is contracting for the complete performance of each task identified in the performance work statement. Nonconforming services are recorded for each occurrence that either is not performed or is performed unsatisfactorily and documented in the COR’s contract file. For all methods of surveillance, deductions for only the inspected/observed and documented nonconforming services are appropriate. Appropriate specific inspection and performance documentation of each nonconforming service must be captured before deductions are executed. If the Contractor disputes the QASP findings, the Contractor’s Project Manager shall provide a written response documenting the rationale for disputing each of the nonconforming services. After taking into consideration the findings and any relevant and timely contractor performance documentation, the CO will make a final determination and inform the Contractor and COR of the appropriate invoice amount that can be submitted for payment.

Should the Government decide that deductions are warranted, deductions may be made as stipulated in this section. Deductions for work performed improperly may be made as though the work has not been performed. The deduction amount or the actual cost to the Government for having the work performed by other means will be used by the Government in determining monetary reductions to contract price for nonperformance of work under this contract, or for deficiencies in the performance of work.

Administrative costs are those time and material costs incurred by Government personnel to correct or respond to the unsatisfactory event. Inadequate performance is just as undesirable as nonperformance, and the cost of correcting inadequate performance may equal or exceed the cost of initial performance.

Therefore, the deduction criteria in this section shall control in all cases, as distinguished from the Contractor's estimated cost to perform the work. The dollar amount stated for deductions is the Hourly Price for Overtime Service Requested by the Government as stated in Section B. The awarded overtime rate to be used for deduction amounts will be the one in effect for the base or option period covered by the event. In certain instances, the Government may increase the amount of the deduction. An increase in deduction amount may be necessary for repeat nonperformance of a specific task, nonperformance in sensitive locations (locations include but are not limited to courtrooms, building entrances, health units, and child care centers), or nonperformance that impacts the Government’s mission or public health and safety (examples include but are not limited to lack of snow or ice removal or improper use of personal protective equipment).

This Performance Work Statement requires the Contractor to furnish certain plans, schedules and reports for accomplishing and reporting work. If the deliverables are not deemed acceptable and provided by the timeframe specified, including any extension granted, the Government will withhold all payments until the required reports are satisfactorily completed and/or submitted to the COR.

Acceptable Quality Levels

The Acceptable Quality Levels (AQL) denotes the maximum allowable number of minor findings that a process or product may be charged for the task to be rated “Pass” and are used to minimize subjectivity in assessing tasks identified in the QASP. AQLs will be derived/revised by the Program Manager.

Grounds Services Performance-Based Task Performance Threshold

1 Landscape Erosion Management No more than three (3) defects within a 10% random sample and/or five (5) validated customer complaints per month.

2 Grounds Maintenance Services No more than three (3) defects within a 10% random sample and/or five (5) validated customer complaints per month.

3 Composting No more than three (3) defects within a 10% random sample and/or five (5) validated customer complaints per month.

4 Trees and Shrubs No more than three (3) defects within a 10% random sample and/or five (5) validated customer complaints per month.

5 Mulching No more than three (3) defects within a 10% random sample and/or five (5) validated customer complaints per month.

6 Mowing and Edging No more than three (3) defects within a 10% customer complaints per month.

7 Leaf Removal No more than three (3) defects within a 10% random sample and/or five (5) validated customer complaints per month.

8 Overseeding, Dethatching and Plugging No more than three (3) defects within a 10% random sample and/or five (5) validated customer complaints per month.

9 Fertilization No more than three (3) defects within a 10% random sample and/or five (5) validated customer complaints per month.

10 Flowerbeds and Plants No more than three (3) defects within a 10% random sample and/or five (5) validated customer complaints per month.

11 Soil and Ground Covers No more than three (3) defects within a 10% random sample and/or five (5) validated customer complaints per month.

12 Unimproved Grounds No more than three (3) defects within a 10% random sample and/or five (5) validated customer complaints per month.

13 Fence Lines No more than three (3) defects within a 10% random sample and/or five (5) validated customer complaints per month.

14 Weeds No more than three (3) defects within a 10% random sample and/or five (5) validated customer complaints per month.

15 Irrigation No more than three (3) defects within a 10% random sample and/or five (5) validated customer complaints per month.

16 Watering No more than three (3) defects within a 10% random sample and/or five (5) validated customer complaints per month.

17 Integrated Pest Management Plan (IPM) No more than three (3) defects within a 10% random sample and/or five (5) validated customer complaints per month.

18 Green Roofs (R10 Specific) No more than three (3) defects within a 10% customer complaints per month.

Standard Services C.4

Contractor shall provide interior custodial services for the work items listed below.

Grounds Maintenance (C.4)

The Contractor shall perform grounds maintenance standard services for the work items listed below.

Contractor shall use recovered organic materials for fertilizer whenever possible.

1. Landscape Erosion Management

● The Contractor shall employ erosion and sediment control best management practices, such as temporary and permanent seeding, mulching, earth dikes, silt fencing, sediment traps and sediment basins to correct existing erosion such as erosion typically found as the result of foot traffic killing the vegetation, steep slopes where sheet flow from storm water exceeds existing vegetation holding power, or point storm water outflow that exceeds the holding power of the vegetation covering the soil.

Surveillance Method: Frequency:

2. Grounds Maintenance Services

● Grounds maintenance in the standard services shall benefit the environment and generate cost savings to the Federal Government. The Contractor shall maintain all plants, trees, shrubs, ground covers, and lawns in a manner that prolongs life and sustains a healthy appearance. The Contractor shall seek to prevent pollution by, among other things, reducing fertilizer and pesticide use to protect the environment, using integrated pest management techniques, mulching and composting, maintaining stormwater best management practices and minimizing runoff. The Contractor shall use approaches that preserve and protect native plants and wildlife that is entrusted to the Government, and that support habitats for pollinators, including honey bees, native bees, birds, bats, and butterflies.

3. Composting

● The Contractor is required to compost, to the greatest extent possible, yard waste generated by the Contractor's operations.

● The Contractor shall not compost material on-site unless authorized by the CO or their designee.

● The Contractor shall utilize an approved composting facility. Where composting services are available, with the approval of the CO or their designee, the Contractor shall collect paper towels and/or food-related organic waste (such as from onsite cafeterias and wet stands) to recover and compost all possible materials.

● The Contractor is responsible to pay for composting services.

4. Trees and Shrubs

● Maintenance: Tree supports shall be kept in good condition, functioning at all times and be removed when no longer needed. All trees and shrubs shall be fully protected. Tree stakes, tree

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● Trimming: To promote optimum efficiency and safety for all foot and vehicular traffic, trees and shrubs shall be kept trimmed to clear all roads, drives, and walking areas. Any limbs and branches touching or brushing buildings, fences, or other structures are also to be trimmed to provide clearance and free air circulation around the plant.

● Pruning: Trees and shrubs shall be pruned by the Contractor to remove dead or diseased foliage or branches to help control or direct growth, increase quality, and to add structural strength to the trees and shrubs.

● Survey: A certified grounds maintenance professional shall provide a survey of the trees, to include at a minimum species, physical measurement, age, life expectancy, and an evaluation of their condition. This shall be completed within 30 days after the start date of the contract then annually thereafter. The evaluation shall include a plan and price list for any special treatment not covered by this contract. Soil samples shall be taken and analyzed at the Contractor’s expense by an approved testing laboratory from areas where plant health problems occur. Recommendations of the testing laboratory shall also be submitted with a plan and price list for any special treatment not covered by this contract no later than 10 days after the start date of the contract. Plans and price lists shall be submitted to the CO or their designee.

● Planting: The Contractor shall be responsible for all costs associated with the replacement of all planted materials that have been damaged as a direct result of the Contractor's Lack of oversight, neglect, or lack of proper care and maintenance. The Contractor shall use replacement plants that are native to the area to reduce the use of irrigation water

5. Mulching

● Contractor shall maintain and replace existing mulch as necessary. Replacement mulch shall be commercial grade shredded hardwood bark, or equivalent, including rubber. It shall be free of sticks,stones, clods, or other foreign materials. A sample of proposed mulch and chips shall be submitted to and approved by the CO or their designee prior to use.All areas to be mulched shall be raked, debris removed,edges reestablished, and any excessive mulch buildup worked into existing soil or removed, at the discretion of theCO or their designee, prior to mulch application.

● For areas of landscaping that use a material other than mulch, such as xeriscape areas of landscaping, the Contractor shall maintain and replace this material as necessary to maintain an evenly distributed appearance. Replacement fill shall be free of sticks, or other foreign materials.

A sample of the material shall be submitted to and approved by the CO or their designee prior to use. All areas utilizing this fill shall be raked, debris removed, and edges established.

6. Mowing and Edging

● Contractor shall mow and edge all turf areas at a frequency and method that ensures that all areas present an attractive appearance at all times.

● Mulching mowers shall be used; however, non-mulching mowers are permitted at some sites and shall be approved by theCO or their designee.

● Grass clippings shall be cleared from walkways and roadways and blown onto the grass. As appropriate, grass clippings shall be left in place, composted, or mulched as coordinated by the CO or their designee.

7. Leaf Removal

● The Contractor shall remove leaves, as necessary, to maintain a neat and clean appearance.

● Leaves should be composted as appropriate.

● Throughout the year, the Contractor shall remove minor accumulations due to isolated leaf drop and shall check all storm drain openings on the premises and remove any leaves or debris that have accumulated.

8. Overseeding, Dethatching and Plugging

● Overseed, dethatch, and plug as necessary to prevent bare areas and promote even growth of turf areas following common and local landscaping practices.

9. Fertilization

● All lawns, trees, and ground cover shall be fertilized consistent with common local landscaping practices. Application by the Contractor shall employ the best practices to minimize chemical runoff. The fertilizer used shall be of a balanced type that supplies all the nutrients required for providing sustainable growth and development. The fertilizer application rate for the trees will be determined by tree type, girth, and height.

● Prior to application, the Contractor shall schedule time of application with the CO or their designee.

10. Flowerbeds and Plants

● Flowerbeds are to be free from weeds and debris. Replacement plants shall be supplied by the Contractor.Plants supplied by the Contractor shall be approved by the CO or their designee and shall be arranged in an attractive and professional manner. Preference shall be given to the use of native perennials, with long bloom cycles and diverse flower colors, shapes, and sizes instead of annuals to provide and support habitats for pollinators, including honeybees, native bees, birds, bats, and butterflies.

● The Contractor shall use replacement plants that are native to the area to reduce the use of irrigation water

11. Soil and Ground Covers

● Aeration: Soil shall be aerated (frequency is dependent on the type of soil and grass but no less than one aeration per year) by manual or mechanical methods of piercing the ground to provide

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● Cultivation: Soil shall be cultivated to ensure the topsoil is loose for the purposes of gas exchange, water penetration, and soil aeration.

● Groundcover: All areas shall be maintained to promote healthy and sustained growth.Ground cover must present a neat appearance.

12. Unimproved Grounds

● Contractor shall mow unimproved grounds to present a neat, well-maintained appearance. Height of weeds, native grasses, etc. on unimproved grounds including Land Ports of Entry shall not exceed 6 inches in height.(Region, Specify. If Not Specified, 6 Inches Is the Default Height)

13. Fence Lines

● Maintenance:Grass, native grasses, weeds, and other growths at fence lines including Land Ports of Entry, shall be controlled and not exceed 6 inches in height.(Region, Specify. If Not Specified, 6 Inches Is the Default Height.)Any chemical treatment used must be approved by the CO or their designee prior to use. Application of any chemicals must be accomplished by a Licensed Pest Control Operator. Application of chemicals shall be documented in a record logbook on the types of pesticides applied and date(s) of application.

14. Weeds

● All area sidewalks, parking lots, and roadways (excluding unimproved grounds) are to be free of weeds and unwanted growths.

15. Irrigation

● Initial Deficiency Walk-Through:The Contractor shall conduct a walk-through to inspect all irrigation systems (sprinklers, rain and freeze sensors, and drip systems) and submit a list of all damages to those systems to the CO or their designee. The list of damages shall be included in the Initial Deficiency List (IDL). The IDL for the irrigation system must be submitted at least 5 days prior to the start of work.

● Irrigation systems with automatic controllers shall be adjusted, cleaned, and set for the most energy efficient watering periods. When watering lawns, the Contractor must make sure that the sprinklers and drip heads are clean and adjusted so that the water ejects evenly and covers all lawn areas and shrubs. The Contractor must ensure irrigated water does not spray on to paved areas or walkways and run-off into drains and sewers.

● Irrigation systems that are damaged by the Contractor(Region, Specify What Irrigation Systems Are To Be Covered)due to neglect shall be repaired by the Contractor. The Contractor shall be responsible for all costs incurred to repair and test the system. Repairs shall be performed by qualified personnel such as the Contractor, the Contractor’s subcontractor, or the O&M Contractor. All repairs shall be performed using industry practices.

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● The Contractor shall be responsible to notify the Government in the event of operational malfunctions,breakages, or failures to the irrigation system, which affects the Contractor's ability to provide proper irrigation to the building's landscaping. Failure to make timely notification to the CO or their designee shall result in the Contractor replacing damaged landscaping materials.

16. Watering

● Watering: All Watering cycles shall be conducted at times that minimize inconvenience to the building occupants and visitors and maximize percolation. Watering shall be performed to minimize run-off into drains and sewers. Entrances and exits shall not be wet during the arrival and departure of occupants and visitors. Watering shall be accomplished using a drip, soaker hose, or another water-saving irrigation system device. The Contractor shall operate watering systems that use automatic timers coupled with rain/freeze sensors in an efficient manner that considers local weather and local mandates. During periods of water restrictions, watering guidelines by the local water district shall apply. The Contractor shall not be responsible for the replacement of landscaping materials that die as a result of a lack of proper access to water during these periods of water restrictions by municipalities.

● Hand Watering: When mechanical irrigation is not available or is malfunctioning, the Contractor shall use alternative hand watering methods, such as gator bags, or equivalents to ensure, promote, and maintain healthy growth.Watering shall be performed to minimize run-off into drains and sewers.

17. Integrated Pest Management Plan (IPM)

● The Contractor shall utilize the Integrated Pest Management Plan for controlling pests and diseases to ensure that the landscapes, trees, and shrubs are free of disease and pest infestation.

The IPM is discussed in detail inSection C.6.

18. Green Roofs (R10 Specific)

● Review contractor’s plan to safely maintain aesthetics of green roofs to ASTM E2777 and industry standard.

● Ensure contractors periodically replace unhealthy and dead succulent plants, removing weeds, and providing water and nutrients to cause plantings to thrive.

● Ensure clearing of the drains of the green roofs.

● Ensure the plan includes methods and locations of plant care, safety tie offs, fall arresting gear to be worn, and methods of quality control.

● Ensure the contractor will utilize OSHA standard 1910.28 in developing the fall arresting aspects of the plan.

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For Additional Performance-Based Task, Services to Be Inspected, Standards for Successful Performance, Surveillance Methods and Comments.

Contract Officer Representative:

Custodial Program Manager:

Contract Specialist (if applicable):

Contract Officer: