Exhibit J10 Quality Assurance Surveillance Plan.docx

@@NOTE TO COR/QASP WRITER

Please remove this page after reviewing Double “at sign” (@@) precede items requiring a determination. This is also intended to prompt removal of language or requirements not relevant to the location(s). It is important for you to read the entire QASP.

All @@ symbols should be removed prior to finalizing the QASP All blue text should be reformatted back to the QASP standard of Arial 11pt, black font. Any blue Italicized text should be changed to non-italics Ctrl+F allows you to type in a search for words or sections. It is an exact search and will help you to find specific items.

Any Numbered heading proceeded by the @@ symbol is optional; however, the heading needs to be kept for numbering purposes. These sections should be marked “Reserved” and the information that is contained under the heading should be fully deleted. Any items preceded by the @@ symbol requires input by the spec writer, is optional or may be deleted (information that is contained should be fully deleted).

Example:

If no asbestos “Delete” all cells.

The intent of this QASP is to align with the contract by having one document encompassing multiple locations that clearly establishes the requirements for each location on the contract. There should only be one contract level QASP that includes all CORs’ contact information that is shared with the contractor. After any updates, the revised QASP should be uploaded to EASi TAB 42, QASP folder, with the file name of QASP and the date in the file name.

Text in red font represents instructions to the author/s. All red text must be deleted prior to finalizing the QASP.

Additionally, throughout the QASP there is an option to choose @@BPA@@Contract. Use the Find and Replace feature to apply one to the entire document. For example, find @@BPA@@Contract and replace all with contract. MAS uses the term BPA, non-MAS uses the term contract.

Elevator Maintenance and Related Services Quality Assurance Surveillance Plan (QASP) for @@10 Locations

Use of this QASP template is mandatory for all R5 service contracts/BPAs. This QASP template must be used for all new service contracts awarded on or after November 1 , 2023. For contracts awarded prior to November 1, 2023, CORs are encouraged to update to the new QASP template as soon as practicable, and no later than September 30, 2024.

@@Note to Spec Writer: Insert or delete rows as necessary to reflect the appropriate number of locations for this contract.

After any updates, the revised QASP should be uploaded to EASi TAB 42, QASP folder, with the file name of QASP and the date in the file name.

QASP Review/Update Tracking

Use of this tracker satisfies the annual review/update documentation requirements.

Contractor Receipt

Award

Option Year 1

Option Year 2

Option Year 3

Option Year 4

Option Year 5

Option Year 6

Option Year 7

Option Year 8

Option Year 9

Option to Extend

GSA CO Acceptance

GSA COR Annual Reviews/Updates Log

Location #1

Location #2

Location #3

Location #4

Location #5

Location #6

Location #7

Location #8

Location #9

Location #10

Table of Contents

@@Note to Spec Writer: Insert or delete rows as necessary to reflect the appropriate number of locations for your contract.

1.0 @@CONTRACT/BPA INFORMATION SHEET

Contract Information Sheet

Location Information

Contractor Information

@@ Company Name

@@ Street address

@@ City/State/zip code

@@ Name

@@ Office: phone number

@@ email address

@@ Office: phone number

@@ email address

GSA Information

@@ Name

@@ Office: phone number

@@ email address

2.0 INTRODUCTION

This @@BPA@@Contract level Quality Assurance Surveillance Plan (QASP) sets forth the procedures and guidelines the General Services Administration will use in ensuring the required performance standards or services levels are achieved by the contractor.

After any updates, the revised QASP should be uploaded to EASi TAB 42, QASP folder, with the file name of QASP and the date in the file name.

The contract requires the Contractor to comply with all applicable federal, state and local codes, laws, standards and regulations that relate to the maintenance and operation of equipment and systems within the scope of the contract (PWS) and to maintain a comprehensive reference library. The codes, standards and regulations referenced in the QASP are to assist the COR with references that support the minimum performance quality levels stated in QASP section 8.0. Resources where the COR may find these references may include but not limited to: GSA forms Library, FMSP InSite page and MADCAD Codes & Standards Library.

2.1 Purpose

The purpose of the QASP is to describe the systematic methods used to monitor @@BPA@@Contract 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 identified in Performance Requirements Summary Tables.

This QASP defines the roles and responsibilities of all members of the Integrated Project Team (IPT), identifies the minimum performance objectives, defines the methodologies used to monitor and evaluate the contractor’s performance, establishes quality assurance documentation minimum requirements, and provides means and methods for analyzing quality assurance monitoring results.

2.2 Performance Management Approach

This QASP defines the performance management approach taken by GSA to monitor the contractor’s performance to ensure the minimum performance standards 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 acceptable performance under the @@BPA@@Contract is being achieved by the contractor.

2.3 Performance Management Strategy

The contractor is responsible for ensuring that all work performed meets the minimum quality standards. The contractor measures that quality through the contractor’s own Quality Control Program (QCP). QC is work output, not workers, and therefore includes all work performed under this @@BPA@@Contract regardless of whether the work is performed by contractor employees, teaming partners, or subcontractors.

The government representative(s) will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against the minimum performance standards. The contractor is responsible for making required changes in processes and practices to ensure performance is managed effectively.

3.0 ROLES AND RESPONSIBILITIES

3.1 Contracting Officer

The Contracting Officer (CO) is responsible for monitoring @@BPA@@Contract compliance and administration and for resolving any differences between the observations documented by the GSA Contracting Officer's Representative (COR)/Alternate Contracting Officer’s Representative (ACOR) and the contractor. The CO will designate a COR/ACOR as the government authority for performance management.

3.2 Contracting Officer’s Representative/Alternate Contracting Officer’s Representative

The COR/ACOR is designated in writing by the CO to act as their authorized representative to assist in administering the @@BPA@@Contract. COR/ACOR limitations are contained in the written appointment letter. The COR/ACOR is responsible for technical administration of the project and ensures proper government surveillance of the contractor’s performance.

The COR/ACOR is not empowered to make any contractual commitments or to authorize any contractual changes on the government’s behalf. Any changes that the contractor deems may affect price, terms, or conditions shall be referred to the CO for action. COR/ACOR are responsible for completing and documenting inspections and evaluations of the contractor’s work performance. The ACOR assists the COR in implementing the QASP and performing contract administration duties. In the absence of a COR, ACORs assume primary contract administration responsibilities.

4.0 METHODOLOGIES TO MONITOR PERFORMANCE

Methods of surveillance for GSA to identify quality levels in accordance with FAR Part 46.401(b) (2). Government contract quality assurance shall be performed at such times (including any stage of performance of services) as may be necessary to determine that the services conform to contract requirements. Quality assurance surveillance plans should be prepared in conjunction with the preparation of the statement of work. The plans should specify all work requiring surveillance and the method of surveillance.

4.1 Surveillance Plans

The COR plans to inspect standard and above standard services in accordance with the minimums established in Table 4.1 Quality Assurance Inspection Plan. The percentage listed for standard services represents the percentage of the total standard services work completed during the period of performance for each location to be inspected.

Example: The COR plans to inspect 10% of standard services work orders each month for location 1. There were 200 standard services work orders completed for the month. The COR must inspect at a minimum the work for 20 work orders by either using the QA Pass/Fail work order statuses on individual work orders, or by generating a standalone GSAI-type work order to record the inspection. Refer to R5 QA Work Order Inspection Process.

The percentage listed for above standard services represents the percentage of the total above standard services work orders scheduled and completed during the period of performance to be inspected. This percentage represents the work order count to be inspected. If a work order lists multiple locations, then the percentage to be inspected carries through to the location count. If there are 10 areas/locations, and you QA 10%, that is 1 area/location.

Example: The COR plans to inspect 100% of above standard services work orders each month. The contractor completed 10 above standard services work orders for the month. The COR must inspect at a minimum the work for 1 work order by either using the QA Pass/Fail work order statuses on individual work orders, or by generating a standalone GSAI-type work order to record the inspection. Refer to R5 QA Work Order Inspection Process.

@@Complete Table 4.1 to document planned inspection minimums for standard services requests and above standard services work each month for each location.

Table 4.1 – Quality Assurance Inspection Plan

Minimum Inspection QA Per Month Above Standard Services Minimum Inspection QA Per Line Item Ordered

4.2 Surveillance Techniques

In an effort to minimize the performance management burden, simplified surveillance methods and other methods as available may be used by the government to evaluate contractor performance when appropriate.

Table 4.2 Surveillance Methods & Techniques

NCMMS Work Order

GSA Form 220

Remote and Virtual Inspections can be used when onsite inspections cannot 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.

Surveillance also includes reviewing documents, submittals, work orders and other NCMMS records for accuracy and completion.

Use work order statuses (QA Pass/QA Fail).

Vertical Transportation Maintenance Checklist within NCMMS (INS-Vertical Job Plan) - Refer to R5 NCMMS COR Inspections Standard Operating Procedures for additional guidance.

Contractor Evaluation - Short Form within NCMMS (INS-CONT-EVAL-SHORT Job Plan) - Refer to R5 NCMMS COR Evaluations Standard Operating Procedures for additional guidance.

1. Use work order statuses (QA Pass/QA Fail).

Review to ensure that the inspection was carried out at the appropriate schedule, completed by QEI, and ensure that Corrective Maintenance (CM) work orders are created within NCMMS for all deficiencies identified in the report.

CORs have the option to either:

1. Create standalone inspection work orders (Work Type GSAI) to verify that safety inspections have been completed.

2. Use work order statuses (QA Pass/QA Fail).

COR may also contact customers and ask about the quality of contractor performance.

Review/monitor stand alone non-work order supported/recorded customer complaints.

COR will take/document appropriate corrective action.

Review NCMMS Work Order, respond to unsatisfactory feedback.

Quality Assurance Monitoring Form - Customer Complaint Investigation.

Monthly Contractor Evaluations - “Other”

4.3 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 the most significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints and surveys.

Performance management drives the contractor to be customer focused through initially and 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 ACOR, as opposed to the contractor.

Customer feedback may also be obtained either from the results of formal customer satisfaction surveys or from random customer complaints.

Any customer complaints will be investigated by the COR or ACOR using the Customer Complaint Investigation, identified in Attachment A1.

GSA regularly conducts Tenant Satisfaction Surveys (TSS) for all tenants in Government-owned buildings. These surveys gather important data in many areas, including specific categories pertaining to the operation and maintenance of elevators in GSA's buildings. The surveys provide GSA 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.

GSA also conducts transaction/work order level surveys (NCMMS Bounce Back Surveys) of tenant-initiated work completed by the service contractors. Bounce back surveys require minimal setup in NCMMS. Tenants may choose at their own discretion whether to respond to each survey.

Bounce Back Surveys are monitored nationally by the Office of Facilities Management (OFM) Facilities Operations Division. Unsatisfactory ratings are flagged triggering a corrective action email to the Regional NCMMS Program Manager, Service Center Leadership, and CORs. CORs must follow up with tenants, take appropriate corrective action, and report back to OFM.

4.4 Acceptable Quality Levels

The minimum acceptable quality levels (AQLs) included in Performance Requirements Summary Tables are structured to allow the contractor to manage how the work is performed.

5.0 QUALITY ASSURANCE DOCUMENTATION

5.1 Performance Management Feedback Loop

The performance management feedback loop begins with the communication of expected outcomes. Performance standards are expressed in and assessed using the performance monitoring techniques shown in Performance Requirements Summary Tables.

5.2 Monitoring Methods

The government’s QA surveillance, performed by the COR or ACOR, may be reported using any of the following: Vertical Transportation Maintenance Checklist within NCMMS, letters, performance meeting minutes. The documents, when completed, will document the government’s assessment of the contractor’s performance under the @@BPA@@Contract to ensure that the required results are being achieved. The Contractor will be informed of any unacceptable work within @@24 hours.

The COR will retain a copy in EASi of all completed QA surveillance forms.

6.0 ANALYSIS OF QUALITY ASSURANCE MONITORING RESULTS

6.1 Determining Performance

Government shall use the monitoring methods cited to determine whether the performance standards/service levels/AQLs 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.

6.2 Reporting

The COR will inform the CO in writing of any performance or schedule failure by the contractor. This summarization should be detailed enough to provide the CO a clear picture of the performance or schedule failure by the contractor. If appropriate, the CO may investigate further to determine if all the facts and circumstances surrounding the performance or schedule failure are accurate. The CO may discuss with the contractor any performance or schedule failure that indicates unacceptable performance and the government’s remedies, including payment reductions as allowed by the FAR.

6.3 Reviews and Resolution

The COR may require the contractor project manager, or contractor designated alternate, to meet with the CO and other government IPT (Integrated Project Team) personnel as deemed necessary to discuss performance evaluation. The CO or COR will define a frequency of in-depth reviews with the contractor. If the need arises, the contractor will meet with the CO or COR as often as required or per the contractor’s request. The agenda of the reviews may include:

· Quarterly performance assessment data and trend analysis

· Issues and concerns of both parties

· Projected outlook for upcoming months and progress against expected trends, including a corrective action plan analysis

· Recommendations for improved efficiency and/or effectiveness

· Issues arising from the performance monitoring processes.

The COR must coordinate and communicate with the contractor to resolve issues and concerns regarding marginal or unacceptable performance. If unable to resolve, COR will inform CO per section 6.2.

The COR 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 into the contractor’s QCP as well as to the QASP as appropriate. Changes to service levels and contract terms will require contract modifications.

7.0 FOLLOW-UP ACTIONS

Follow-up action may include correction by the onsite Contractor, a proposed deduction for services not received or the work may be performed by other means (other contractor). Costs for performing services that are the responsibility of the incumbent Contractor, which may include the Government’s administrative costs, will be deducted from the Contractor’s monthly payment pending approval by the Contracting Officer.

8.0 MINIMUM ACCEPTABLE PERFORMANCE QUALITY LEVELS STANDARDS

The minimum performance quality levels are for the contractor to use as a foundation to build on and meet the minimum performance quality level standards of GSA in accordance with “Performance-Based Statement of Work (PBSOW) for Elevator Maintenance and Related Services” section of the contract.

8.1 Elevator equipment

@@ Date

Maintained in accordance with ASME Safety Code requirements, the manufacturer’s recommendations, the Elevator Industry Field Employees’ Safety Handbook, National Electrical Code and all other applicable laws, regulations, rules, ordinances, codes. If a conflict arises between these standards, the Authority Having Jurisdiction (GSA) will determine the appropriate application.

Table 8.1 – Elevator Performance Requirements Summary

f. Fire rated car and hoist-way doors

@@ Check Box For Applicable Locations. If the task is applicable to that location, there will be an “✔” in the box by that location.

Periodic Surveillance Inspection/Remote and Virtual Inspections

Correction by the Contractor/Proposed deduction for services not received/Work may be performed by other means.

Correction by the Contractor/Proposed deduction for services not received/Work may be performed by other means.

Correction by the Contractor/Proposed deduction for services not received/Work may be performed by other means.

Correction by the Contractor/Proposed deduction for services not received/Work may be performed by other means.

Correction by the Contractor/Proposed deduction for services not received/Work may be performed by other means.

Correction by the Contractor/Proposed deduction for services not received/Work may be performed by other means.

Correction by the Contractor/Proposed deduction for services not received/Work may be performed by other means.

Correction by the Contractor/Proposed deduction for services not received/Work may be performed by other means.

Correction by the Contractor/Proposed deduction for services not received/Work may be performed by other means.

Contract Deliverables Requirements Summary

Resumes for Contract Managers, Supervisors and Employees

Description, Specifications and Statement of Work - Personnel

Prior to Assignment to Contract, but No Later Than 5 Days After Award

Prior to Assignment to Contract, but No Later Than 5 Days After Award

Name and address of the Contractor Name of Contractor’s employee in charge of the work Date(s) work performed, and hours expended per employee.

Brief description of work performed including equipment identification List any parts removed and replaced.

- Roles and Responsibilities of Key Personnel

Quality Control Inspection Reports and Other Documentation

Description, Specifications and Statement of Work - Quality Control/Quality Assurance Surveillance - Quality Control Plan

- Records and Files

With Monthly Reports

- Progress Report

Strike Contingency Plan

Contractor Emergency Plan