Exhibit 3 QASP Standards 2021 06 30.pdf

EXHIBIT 3: QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

CONTRACT: 47PB0021R0059

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 Snow Removal and Landscaping 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 Snow Removal and Landscaping 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:

The 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.

The 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 snow removal landscaping services shall be evaluated by the Government.

● Standard Services

● Snow Removal

● Grounds Maintenance

● Above Standard Services

● Service Calls

● Communication Plan

● Environmental 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.

Acceptable Quality Level: Any defect corrected within 5 working days notification Deduction: 5% deduction from the Monthly Payment for each defect not corrected within 5 working days of notification.

Method of Surveillance:

The Government may evaluate performance based on any or all of the following:

● Tenant satisfaction

● Surveys

● Tenant interviews

● Periodic inspections

● Service call documentation.

● *100% Inspection

SNOW REMOVAL AND LANDSCAPING QASP STANDARDS

Required Service Performance Standard

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

Landscape

Erosion Management

Shall employ environmentally low-impact strategies:

temporary/permanent seeding, mulching, earth dikes, silt fencing, sediment traps and sediment basins to correct existing erosion areas.

Ground Maintenances

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

Shall seek to prevent pollution by, among other things, reducing fertilizer and pesticide use to protect the environment.

Protect native plants and pollinator habitats.

Composting Shall compost yard waste.

Trees and Shrubs Tree Shall be kept in good condition and functioning at all times and be removed when no longer needed.

Trimming Shall Trimming trees and shrubs to clear all roads, drives, and walking areas.

Pruning Shal Pruning trees and shrubs to remove dead or diseased foliage or branches.

Survey Shall provide for a professional survey of the trees to evaluate their condition.

Mulching Shall maintain and replace mulch.

Mowing and Edging Shall mow and edge all turf areas.

Shall clear grass clip pings from walkways and roadways and blow them onto the grass.

Leaf Removal Shall remove leaves and debris from premises and drain openings.

Over Seeding, Dethatching, and Plugging

Shall over-seed, dethatch, and plug as necessary to prevent bare areas and promote even growth of turf areas.

Fertilization Shall fertilizer lawns, trees and ground cover consistent with common local landscaping practices.

Flowerbeds and Plants Flowerbeds are to be free from weeds and debris.

Preference shall be given to the use of native perennials instead of annuals.

Plant Replacements Shall bear costs to replace 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. Preference to native plants that support pollinator habitats.

Soil and Ground Cover Shall be aerated and cultivated and ground cover provided.

Unimproved Grounds Shall mow unimproved grounds to present a neat, well-maintained appearance.

Fence Lines 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.

Weeds Sidewalks, parking lots and roadways (excluding unimproved grounds) shall be free of weeds and unwanted growths.

Irrigation Shall conduct walk-through and inspect all irrigation systems (sprinklers, rain and freeze sensors, and drip systems) and submit a list of damages.

Watering Shall minimize inconvenience to the building occupants and visitors, and maximize percolation.

Shall minimize run-off into drains and sewers.

Shall operate watering systems using automatic timers with rain/freeze sensors.

If mechanical irrigation is not available or malfunctioning, the Contractor shall use alternative hand watering methods such as gator bags, or equivalents.

Adjust, Clean and

Set Automatic Controllers

Shall be adjusted, cleaned, and set for most energy efficient watering periods.

Sprinklers and drip heads are clean and adjusted.

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

Shall pay to repair and test irrigation systems damaged by the Contractor due to neglect.

Shall notify Government of operational malfunctions, breakages, or failures to the irrigation system.

Integrated

Pest Management Plan

Shall utilize IPM to control pests and disease to protect landscape, trees, and shrubs.

Government

Furnished Trees and Plants

Shall plant Government furnished trees and plants in ground or planter as approved by the CO.

Preference to native plants that support pollinator habitats.

*Service Calls Shall provide appropriate staffing and response to service calls.

*Above Standard Services Perform additional landscaping work and adhere to special instructions in accordance with industry standards.

*Communication Plan Shall prepare and abide by the Communication Plan

*Protection and Damage Shall make reasonable efforts to assist the Government to prevent hazardous conditions and property damage.

*IPM Initial Inspection Shall provide a thorough initial inspection of interior spaces, exterior grounds, and paved areas.

Shall identify all areas including equipment, structural features or practices that contribute to pest infestation.

*IPM Periodic Inspection Shall conduct quarterly inspections to determine if treatment is required.

Application of pesticides shall not be used in areas that promote and support habitats for pollinators.

*IPM Plans Shall obtain approval from the COR BEFORE treatment is rendered.

Non-Pesticide

Products and Use

Shall use non-pesticide methods of control whenever and wherever possible.

**FORMS ATTACHED BELOW

Contract Inspection Report

CONTRACT INSPECTION REPORT

INSTRUCTIONS: Form is used for inspection of contract cleaning by inspectors to record results. The condition of area(s) inspected will be rated SATISFACTORY or UNSATISFACTORY. Explain unsatisfactory rating in remarks column and complete quantity column.

BUILDING Report NO. CONTRACT NO.

450 Golden Gate GS-09-06-KSD-0000

INSPECTOR (Print Name) INSPECTOR'S

SIGNATURE

JOHN DOE

TIMED STARTED TIME COMPLETED DATE OF INSPECTION

9:00 A.M. 10:50 A.M. 10/31/06

INTERVIEWED BY DATE CONTRACTOR'S RECEIPT TIME

DATE

MS. DEE 11/01/06 sup. signature 1:00 p.m. 11/01/06

WORK DESCRIPTION – LOCATION QUANTITY CHECK ONE REMARKS

(Room No., Corridor, lobby, or either) SAT. UNSAT.

By Measure or count .

Half circle flowerbed Need weeding

X

City Hall Plaza Site Trees X

Quality Deficiency Notice

QUALITY DEFICIENCY NOTICE

This form shall be filled out and submitted to the Contractor when deficiencies are found during the COR's inspections.

This form can be found at: GSA Insite/Financial Transactions/GSA Forms Library

This form shall be filled out and submitted to the contractor when deficiencies are found during the COR’s inspections.

NAME OF CONTRACTOR

CONTRACTOR ADDRESS

XXXX Cleaning Services 333 Smith St. Ste. 201 San Francisco, CA 94102

CONTRACT NO. GS-09P-06-KSD-0000

A deficiency exists in your quality control system. The nature of the deficiency is in Half Circle flowerbed. You have to get a get a weed control plan that can keep the grass thriving.

Immediate action is required to correct the deficiency and the condition that caused it. Failure to take acceptable corrective action on time may result in termination of your right to proceed with this contract.

Please provide a written response of corrective action taken to the CO or their designee within _______ workdays after receiving this notice.

OAS NAME AND SIGNATURE

ADDRESS

DATE

CO or their designee. 450 Golden Gate Ave., Ste #7 11/5/06 San Francisco, CA 94102

RECEIPT ACKNOWLEDGED CERTIFIED RECEIPT NO.

EVALUATION OF CORRECTION ACTION

□ Corrective action verified and found acceptable

□ Corrective action not acceptable and /or not implemented (Explain below) This matter is being referred to the Contracting Officer for action. Direct further correspondence on this matter to the CO.

QAS SIGNATURE DATE

RECEIPT ACKNOWLEDGED DATE

QASP Monthly Inspection Report

BUILDING NAME & LOCATION: Phillip Burton Federal Building & US Courthouse

CONTRACT NO.: ______________GS-09P-06-KSD-0000__

CONTRACTOR NAME: ____XXX Cleaning Service____

Please report all deficiencies found during the previous month inspection(s). Attach copies of all GSA 3539 Forms submitted to the contractor with this form. If there were no deficiencies, please submit this form indicating there were no deficiencies reported for the month. This form will become a part of the official QA documentation.

DEFIENCIES & CORRECTIVE ACTIONS COMMENTS

Documented on the Contract Cleaning Inspection Reports

All Deficiencies Minor, Corrected by the Contractor

COR

Signature: _________________ Date: _________________

COR’s Checklist for Inspections

LANDSCAPING SERVICES COMMENTS

Submittals:

-a list of names and telephone numbers of on-site supervisors -security clearance documentation (current & new employees)

- work schedules

- floor maintenance schedules

- SDS documentation

- initial IPM inspection report

Quality Control Plan (QCP)

- description of training programs

- description of disciplinary procedures

- description of contingency plan for separation of employees

Inspection Reports

Service Call Logs

Tenant Reports

Integrated Pest Management (IPM) Quarterly Reports

Recycling and Solid Waste/Trash Hauling Reports

NOTE: This checklist does NOT represent an all-inclusive list of items that may be reviewed during an inspection. It is provided ONLY as guidance for the CO or their designee.

SAMPLE