Exhibit C2 - Quality Assurance Surveillance Plan Elevators Inspection and Testing Services.pdf

EXHIBIT C2

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

For

ELEVATORS INSPECTION AND TESTING SERVICES

Facilities throughout the five state area of the GSA, PBS, Greater Southwest Region 7 (Texas, Louisiana, Oklahoma, Arkansas, and New Mexico)

Solicitation 47PH0222R0003 Dated 01/06/2022

TABLE OF CONTENTS

1 INTRODUCTION 3

1.1 Purpose 3

1.2 Performance Management Approach 3

1.3 Performance Management Strategy 4

2 ROLES AND RESPONSIBILITIES 4

2.1 The Contracting Officer 4

2.2 The Contracting Officer’s Technical Representative 4

2.3 The Contractor and Staff 4

3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY

LEVELS 5

4 METHODOLOGIES TO MONITOR PERFORMANCE 5

4.1 Surveillance Techniques 5

4.2 Customer Feedback 5

4.3 Custodial QASP Requirements 6

5 QUALITY ASSURANCE DOCUMENTATION 6

5.1 The Performance Management Feedback Loop 6

5.2 Monitoring Forms 6

6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT 6

6.1 Determining Performance 6

6.2 Reporting 6

6.3 Reviews and Resolution 7

ATTACHMENT 1: QASP Standards-Performance Requirements 8

ATTACHMENT 2: QUALITY ASSURANCE MONITORING FORMS 20

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

1 INTRODUCTION

This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the perfor mance work statement (PWS) entitled, Elevators Inspection and Testing Services” dated 01/06/2022 for facilities throughout the five state area of the GSA, PBS, Greater Southwest Region 7 (Texas, Louisiana, Oklahoma, Arkansas, and New Mexico) . T his plan sets forth the procedures and guidelines General Services Administration (G SA) will use in ensuring the required performance standards or services levels are achieved by the contractor.

1.1 Purpose

1.1.1 The purpose of the QASP is to describe the systematic methods used to monitor performance and to identify the required documentation and the resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards/quality levels identified in the PWS and the contractor’s quality control plan (QCP), and to ensure that the government pays only for the level of services received.

1.1.2 This QASP defines the roles and responsibilities of all members of the integrated project team (IPT), identifies the performance objectives, defines the methodologies used to monitor and evaluate the contractor’s performance, describes quality assurance documentation requirements, and describes the analysis of quality assurance monitoring results.

1.2 Performance Management Approach

1.2.1 The PWS structures the acquisition around “what” service or quality level is required, as opposed to “how” the contractor should perform the work (i.e., results, not compliance). This QASP will define the performance management approach taken by GSA to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives communicated in the PWS are achieved. Performance management rests on developing a capability to review and analyze information generated through performance assessment.

The ability to make decisions based on the analysis of performance data is the cornerstone of performance management; this analysis yields information that indicates whether expected outcomes for the project are being achieved by the contractor.

1.2.2 Performance management represents a significant shift from the more traditional quality assurance (QA) concepts in several ways. Performance management focuses on assessing whether outcomes are being achieved and to what extent.

This approach migrates away from scrutiny of compliance with the processes and practices used to achieve the outcome. A performance-based approach enables the contractor to play a large role in how the work is performed, as long as the proposed processes are within the stated constraints. The only exceptions to process reviews are those required by law (federal, state, and local) and compelling business situations, such as safety and health. A “results” focus provides the contractor flexibility to continuously improve and innovate over the course of the contract as long as the critical outcomes expected are being achieved and/or the desired performance levels are being met.

1.3 Performance Management Strategy

1.3.1 The contractor is responsible for the quality of all work performed. The contractor measures that quality through the contractor’s own quality control (QC) program.

QC is work output, not workers, and therefore includes all work performed under this contract regardless of whether the work is performed by contractor employees or by subcontractors. The contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. The contractor will develop and implement a performance management system with processes to assess and report its performance to the designated government representative. This QASP enables the government to take advantage of the contractor’s QC program.

1.3.2 The government representative(s) will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against communicated performance objectives. The government will make determinations regarding incentives based on performance measurement metric data and notify the contractor of those decisions. The contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

2 ROLES AND RESPONSIBILITIES

2.1 The Contracting Officer

The contracting officer (CO) is responsible for monitoring contract compliance, contract administration, and cost control and for resolving any differences between the observations documented by GSA and the contractor.

2.2 The Contracting Officer’s Representative (COR)

The CO will designate one full-time Contracting Officer’s Representative (COR) as the government authority for performance management. The number of additional representatives serving as technical inspectors depends on the complexity of the services measured, as well as the contractor’s performance, and must be identified and designated by the CO.

2.3 The Contractor and Staff

The contractor is responsible for delivery and actions needed to fulfil the requirements of the contract. The Quality Control Plan submitted and performed by the contractor is the contractor’s plan to prevent and recognize areas of poor contractor performance as well as prescribing, and thereby performing, the contractor’s measures of correcting these deficiencies. The Contractor’s efforts are expected to correct deficiencies prior to the Quality Assurance Inspections performed by the Government.

3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY

LEVELS

The required performance standards and/or quality levels are included in the PWS and in Attachment 1 below, “Custodial QASP Standards (Performance Requirements)”. If the contractor meets the required service or performance level, it will be paid the monthly amount agreed on in the contract. Failure to meet the required service or performance level will result in a deduction from the monthly amount in accordance with the Criteria for Deductions located in Section G of the Statement of Work. .

4 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

In an effort to minimize the performance management burden, simplified surveillance methods shall be used by the government to evaluate contractor performance when appropriate. The primary methods of surveillance are:

➢ Random monitoring, which shall be performed by the COR designated inspector.

➢ 100% Inspection – Each month, the COR, shall review the generated documentation.

➢ Periodic Inspection – COR typically performs the periodic inspection on a monthly, weekly, or daily basis.

4.2 Customer Feedback

The contractor is expected to establish and maintain professional communication between its employees and customers. The primary objective of this communication is customer satisfaction. Customer satisfaction is a significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints.

Performance management drives the contractor to be customer focused through internally addressing customer complaints and investigating the issues and/or problems, but the customer always has the option to communicate complaints to the COR, or other designated government official, as opposed to the contractor.

Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed by the complainant if hard copy or show the complainant name and contact information if emailed, and must be forwarded to the COR. The COR will accept those customer complaints and investigate using the applicable Quality Assurance Monitoring Form. Customer feedback may also be obtained either from the results of formal customer satisfaction surveys or from random customer complaints .

4.3 QASP Requirements

The standard for successful performance included in Attachment 1 below, QASP Standards (Performance Requirements), for contractor performance are structured to allow the contractor to manage how the work is performed while providing negative incentives for performance shortfalls.

5 QUALITY ASSURANCE (QA) DOCUMENTATION

5.1 The Performance Management Feedback Loop

The performance management feedback loop begins with the communication of expected outcomes. Performance standards are expressed in the PWS and are assessed using the performance monitoring techniques shown in Attachment 1, below, QASP Standards (Performance Requirements).

5.2 Monitoring Forms

The government’s QA surveillance, accomplished by the COR, or other designated Government official, will be reported using the monitoring forms in Attachment 2. The forms, when completed, will document the government’s assessment of the contractor’s performance under the contract to ensure that the required results of the scope of custodial and related services are being achieved.

5.2.1 The COR, or other designated Government official will retain a copy of all completed QA surveillance forms.

6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

6.1 Determining Performance

6.1.1 Government shall use the monitoring methods cited to determine whether the performance standards/service levels/standard for successful performances have been met. If the contractor has not met the minimum requirements, it may be asked to develop a corrective action plan to show how and by what date it intends to bring performance up to the required levels. Failure to meet the standard for successful performance may result in a deduction in accordance with the Criteria for Deductions located in Section G of the Statement of Work.

6.2 Reporting

6.2.1 At the end of each month, the COR, or other designated Government official will prepare a written report for the CO summarizing the overall results of the quality assurance surveillance of the contractor’s performance. This written report, which includes the contractor’s submitted monthly report and the completed quality assurance monitoring forms (Attachment 2), will become part of the QA documentation. It will enable the government to demonstrate whether the contractor is meeting the stated objectives and/or performance standards, including cost/technical/scheduling objectives.

6.3 Reviews and Resolution

6.3.1 The COR or CO may require the contractor to meet with the COR or CO as deemed necessary to discuss performance evaluation. The CO and/or COR will define a frequency of in-depth reviews with the contractor, including appropriate self-assessments by the contractor; however, if the need arises, the contractor will meet with the COR and/or CO as often as required or per the contractor’s request. The agenda of the reviews may include:

➢ Issues and concerns of both parties

➢ Recommendations for improved efficiency and/or effectiveness

➢ Issues arising from the performance monitoring processes

6.3.2 The COR must coordinate and communicate with the contractor to resolve issues and concerns regarding marginal or unacceptable performance.

6.3.3 The COR and/or CO, and contractor should jointly formulate tactical and long-term courses of action. Decisions regarding changes to metrics, thresholds, or service levels should be clearly documented. Changes to service levels, procedures, and metrics will be incorporated as a contract modification at the convenience of the PCO/CO.

ATTACHMENT 1: QASP Standards (Performance Requirements)

Applicable Deduction Criteria is only an estimate; actual criteria applied in accordance with the Criteria for Deductions (Section G.7.14) may differ from criteria outlined within the following table, as needed.

COR and/or other designated officials will use a contract inspection tool to ensure the contractor is in compliance with the contract. The inspection tool will be used to conduct an initial contract inspection to ensure the contractor has complied with all initial contract requirements, then inspections will be conducted as prescribed below to ensure contract compliance. At the end of the contract a close out inspection will be conducted to ensure all contract close-out issues are completed as required.

QASP STANDARDS

Performance Based Task

Services to be Inspected

Standard for Successful Performance

Quality Assurance Surveillance Method

Applicable Deduction Criteria

SECTION C

Standard Services

C.4.4

INSPECTIONS Inspections shall be made in accordance with the current ASME A17 Codes as applicable.

Periodic Inspection, Random Monitoring Inspection

Section G.7.14

#1

SECTION C

Standard Services

C.4.5

PERIODIC

SAFETY TESTS

All full load safety tests shall be performed in accordance with ASME A17.1 Code ; where applicable, including rated load and speed tests. Inspections and tests of hydraulic elevators shall be performed in accordance with the ASME A17.1 Code, where applicable.

Periodic Inspection, Random Monitoring Inspection

Section G.7.14

#1

SECTION C

Standard Services

C.4.6

ANNUAL SAFETY

TESTS

The Offeror shall witness annual tests of fire and emergency control systems, safety mechanisms, devices, controls, equipment and systems relevant to the units. Offeror shall test the operation of elevators under emergency conditions and shall test the emergency power where applicable . The Offeror shall act as government agent and supervise the safety tests under the guidelines and procedures contained within ASME A17.1, A17.2 Codes, all applicable parts.

Periodic Inspection, Random Monitoring Inspection

Section G.7.14

#1

SECTION C

Additional Services

C.4.10

ADDITIONAL

ELEVATORS

INSPECTION

AND TESTING

Additional Services may include any services related to elevator inspections and testing within covered facilities but not covered within basic (standard) services (i.e., not already a requirement of the Contract).

100% Inspection Section G.7.14

#1

SECTION F

Table of Deliverables F.4.1

REQUIRED

REPORTS

All documentation, reports, plans, schedules, etc. shall be on time and accurate.

100% Inspection Section G.7.14

#2

ATTACHMENT 2: QUALITY ASSURANCE

MONITORING FORMS

Allowable Quality Assurance Monitoring Forms may include but are not limited to, any Region 7 developed Inspection and/or Monitoring Forms for use to document performance under this contract.