Exhibit 3 QASP Standards 2021 05 04.pdf

EXHIBIT 3 - QASP STANDARDS

QUALITY ASSURANCE

SURVEILLANCE PLAN

(QASP) INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) 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 snow and ice removal, 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 in quality assurance is to ensure that the Contractors are achieving the performance quality levels established in the Combined Services contract and focuses on the Contractors' QCP. GSA periodically validates the execution of the Contractors' quality control programs by reviewing such areas as the Contractors' inspection forms, service request logs, tenant reports, tenant satisfaction surveys, and the timeliness of corrective actions.

A. PURPOSE OF THE QASP

The QASP is intended to accomplish the following:

• Define the roles and responsibilities of participating Government officials.

• Identify the performance objectives based upon the PBSOW in accordance with FAR Part 46.401(a) (1).

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

• Describe the methods of surveillance for GSA to identify quality levels in accordance with FAR Part 46.401(a) (2).

• Establish 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.

• Establish timeframes for communication and performance improvement if needed.

• Establish 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).

• Ensure the Contractor has developed and implemented a QCP establishing procedures and responsibilities for controlling the quality of work performed.

B. 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. The COR will be designated by the Contracting Officer. 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. In addition, the COR shall use the Contractor

Performance Assessment Reporting System (CPARS) to document the Contractor's performance

2. The Contracting Officer will have overall responsibility for overseeing the Contractor's performance. The CO shall be responsible for monitoring the Contractor's performance in the areas of contract compliance and contract administration. The CO will review the

COR's written inspections and assessments of the Contractor's performance and resolve any discrepancies that may arise between the Contractor and COR.

C. TYPES_OF WORK TO BE PERFORMED

1. The Contractor's performance in providing the following services shall be evaluated by the Government:

• Snow and Ice Removal

D. METHODS OF SURVEILLANCE

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

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 weekly, biweekly, monthly, or quarterly 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 shall be performed on a monthly basis.

5. Tenant Satisfaction Surveys: The Gallup Organization conducts surveys for one-third of GSA's 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 including elevator cleaning, restroom supplies, restroom cleanliness, lobby and common areas, workspace, frequency of cleaning. 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.

E. QUALITY ASSURANCE FORMS AND REPORTS

Inspection Form: The GSA-1181-A or equivalent forms 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 PBSOW. All tasks that are considered to have unacceptable performance shall be substantiated and documented on the GSA-1181-A form or equivalent. The form will be completed and submitted to the Contractor within 24 hours. The Contractor shall return the GSA-1181-A form or equivalent identifying the corrective action taken within time allotted by the COR.

Inspection of Services Clause: FAR 52.212-4(a) Inspection/Acceptance. The Contractor shall only tender for acceptance those items that conform to the requirements of this contract. The Government reserves the right to inspect or test any supplies or services that have been tendered for acceptance. The Government may require repair or replacement of nonconforming supplies or reperformance of nonconforming services at no increase in contract price. If repair/replacement or reperformance will not correct the defects or is not possible, the Government may seek an equitable price reduction or adequate consideration for acceptance of nonconforming supplies or services. The

Government must exercise its post-acceptance rights-

(1) Within a reasonable time after the defect was discovered or should have been discovered;

and

(2) Before any substantial change occurs in the condition of the item, unless the change is due to the defect in the item

F. ANALYSIS OF SURVEILLANCE RESULTS

Monthly CO Report: At the end of each month the COR will summarize the overall results of the Contractor's performance for the previous month and send to the CO. 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 may discuss with the Contractor an event or trend that indicates unacceptable performance.

G. DETERMINATION OF DEDUCTION AMOUNTS

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 specifications. Deductions may therefore be made as stipulated in this section.

Deductions for work performed improperly and/or partially may be made as though the work has not been performed.

Where the contractor fails to provide the required snow removal services, the

Government may have the services performed by other means. All costs incurred by the Government to have services performed by other means will be charged back to the contractor. If services are not performed by other means, the

Government may take deductions using the following formula:. Monthly snow removal payment per facility will be reduced by 8% for each unsatisfactory inspection

Performanc e Based

Task

Standard for

Successful

Performance

Quality

Assurance

Surveillance

Method

Acceptable

Quality

Level

Corrective

Action/Deduction

Snow and Ice Removal

All surfaces included in contract scope shall be free of snow and ice.

Random Inspection.

Validated Customer Complaints

100% compliance per facility with Snow and Ice Removal Provision.

No more than 2 validated complaints a month.

Payment will be reduced by cost of re-procurement. Monthly snow removal payment per facility will be reduced by 8% for each unsatisfactory inspection Past performance evaluation