Exhibit J2 Quality Assurance Surveillance Program.pdf

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EXHIBIT J2: QUALITY ASSURANCE SURVEILLANCE PROGRAM

Revision 1.1 April 2022

Contract Number:

Building Number:

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 Work Statement (PWS) 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. 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. GSA periodically validates the execution of the Contractor's quality control program by reviewing such areas as the Contractor’s 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 Contracting Officer (CO.)

Purpose of the QASP

The QASP is intended to accomplish the following:

• Defines the roles and responsibilities of participating Government officials.

• Supports the performance objectives based upon the PWS in accordance with FAR Part 37.601(b)(1).

• Identify the performance quality level standards in accordance with FAR Part 37.603(a).

• Describe the methods of surveillance for the 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.

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• Establish specified procedures for changes to the contract price when services are not performed or do not meet contract requirements in accordance with FAR Part 46.407.

• The QASP is intended to ensure the contractor follows the established Quality Control Plan (QCP)

The Contractor is responsible for the development and implementation of the QCP and updates to the QCP, as necessary, throughout the life of the contract.

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. [Insert Name of CO/CS] 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.

2. [Insert Name of COR] has been designated by the CO and shall serve as the Contracting Officer’s 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.

3. [Insert Name of ACOR, if applicable] has been designated by the CO and shall serve as the Alternate COR (ACOR). COs may appoint an ACOR to work together with the COR, in the absence of the primary COR, or both. ACORs are subject to COR training, certification requirements, and must be nominated and appointed using the standard letters (see PIB 21-05 Attachment A and B).

Methods of Surveillance

The method of surveillance is based on the performance criteria of the performance work statement and the Contractor’s approved Quality Control Plan. 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 Inspection 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.

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3. Tenant Interviews All tenant concerns received through the COR will be documented and evaluated 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.

5. Tenant Surveys The Government conducts surveys of 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, and GSA partnering 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™, Zoom™, etc.

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 vary and may include any of the aforementioned surveillance methods.

Inspections – Identified Deficiencies

The COR conducts inspections per the QASP to verify, with documentation, that the contractor is performing at the required level to meet contract requirements. Inspections must be issued in writing and completed, at a minimum, in the frequency listed in the QASP to ensure contractor performance is adequate to process the monthly payment.

Inspection Form: The GSA 1181a Contract Cleaning Inspection Form in the National Computerized Maintenance Management System (NCMMS) will be used at least monthly to document and evaluate the Contractor's performance. The COR will assess 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. The form will be completed and submitted to the Contractor after the inspection. For unacceptable performance, the Contractor shall complete and document all corrective actions within the time frame allotted by the COR. The COR will electronically submit inspection forms to the CO/CS.

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Follow-up and Corrections of Deficiencies

The COR will determine a reasonable correction period that the Contractor must adhere to for rework. Any disputes should be directed to the Contracting Specialist/Officer.

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 by the Contractor to the COR, the COR shall forward the issue to the Contract Specialist/Officer for further action and intervention. The COR reserves the right to conduct random inspections to support QASP requirements. If more deficiencies are found or performance declines as identified as part of the QA process, QA inspection frequencies may increase.

Review of Contractor's Quality Control Program (QCP)

During the first few months of the new base year the COR may review the Contractor’s QCP files at a greater frequency. If acceptable, the review may be reduced to a less frequent basis. If quality drops, the COR will inspect contractor QC files at a higher frequency to determine if proper controls are being implemented. The COR will review Contractors QC files to determine if:

• Routine Inspections are being performed as outlined in the Contractor’s QCP.

• Documentation is being performed in accordance with Contractor’s QCP.

• If the QCP 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. Reviews should determine if there are differences between what the Contractor thinks and demonstrates 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 all records should be easily available both on-site and electronically for review. The COR will conduct periodic reviews of the method of record retention to ensure it is accessible, complete, and current.

Training 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.

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

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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 arise. It is the objective of the Government to obtain complete and satisfactory performance in accordance with the terms of 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 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. The deduction amount may include administrative costs which are those time and material costs incurred by Government personnel to correct or respond to the unsatisfactory event. Administrative time costs shall be based on GS-12, Step 5 wage scale applicable to the area/location. Inadequate performance is just as undesirable as nonperformance; and the cost of correcting inadequate performance may equal or exceed the cost of initial performance. The deduction criteria in this section shall control in all cases, as distinguished from the Contractor's estimated cost to perform the work. In addition to administrative costs, the deduction amount will be based upon the Hourly Price for Additional Services as stated in Section B of the contract. The 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 childcare 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.

QASP Inspection Method and Frequency

1. Floor Care

All requirements detailed in section C.3.1.1 of the Performance Work Statement are applicable and subject to Government inspection.

Surveillance Method: Frequency:

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2. Carpeted Floors and Rugs

All requirements detailed in section C.3.1.2 of the Performance Work Statement are applicable and

3. Mats and Runners

All requirements detailed in section C.3.1.3 of the Performance Work Statement are applicable and

Surveillance Method: Frequency:

4. Restrooms, Shower Rooms, Tenant Break Rooms, Locker Rooms, Fitness Centers, Lactation Rooms, Laboratories, and Health Units

All requirements detailed in section C.3.1.4 of the Performance Work Statement are applicable and

5. Fixtures

All requirements detailed in section C.3.1.5 of the Performance Work Statement are applicable and

6. Surfaces

All requirements detailed in section C.3.1.6 of the Performance Work Statement are applicable and

7. High-Touch (Frequently Touched) Surfaces

All requirements detailed in section C.3.1.7 of the Performance Work Statement are applicable and

8. Walls

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All requirements detailed in section C.3.1.8 of the Performance Work Statement are applicable and subject to Government inspection.

9. Trash, Waste Baskets, and Ash Receptacles

All requirements detailed in section C.3.1.9 and C.3.2.5 of the Performance Work Statement are applicable and subject to Government inspection.

10. Elevators, Escalators and Stairways

All requirements detailed in section C.3.1.10 of the Performance Work Statement are applicable and

Surveillance Method: Frequency:

11. Plate Glass (all glass - glass over and in exterior and vestibule doors, all plate glass around entrances, lobbies vestibules, and spandrel)

All requirements detailed in section C.3.2.1 of the Performance Work Statement are applicable and

12. Window Washing

All requirements detailed in section C.3.1.11 and C.3.2.2 of the Performance Work Statement are applicable and subject to Government inspection.

13. Blinds and Coverings

All requirements detailed in section C.3.1.12 of the Performance Work Statement are applicable and

14. Fine Arts Collections

All requirements detailed in section C.3.1.13 of the Performance Work Statement are applicable and

15. Policing (All building areas both interior and exterior)

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All requirements detailed in section C.3.1.15 and section C.3.2.9 of the Performance Work Statement are applicable and subject to Government inspection.

16. Interior and Atrium Plants

All requirements detailed in section C.3.1.16 of the Performance Work Statement are applicable and

17. Concessions

All requirements detailed in section C.3.1.17 of the Performance Work Statement are applicable and

18. Postal Space

All requirements detailed in section C.3.1.18 of the Performance Work Statement are applicable and

19. Canopies

All requirements detailed in section C.3.2.3 of the Performance Work Statement are applicable and

20. Hard Surface Areas (Sidewalks, brick areas, hard surfaces, parking areas, garages, docks, etc.)

All requirements detailed in section C.3.2.4 of the Performance Work Statement are applicable and

21. Exterior Surfaces (Signs, vending, tables, etc.)

All requirements detailed in section C.3.2.6 of the Performance Work Statement are applicable and

22. Snow and Ice Removal

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All requirements detailed in section C.3.3 of the Performance Work Statement are applicable and subject to Government inspection.

23. Grounds Maintenance

All requirements detailed in section C.3.4 of the Performance Work Statement are applicable and

24. Solid Waste Management

All requirements detailed in section C.5 of the Performance Work Statement are applicable and

25. Integrated Pest Management

All requirements detailed in section C.6 of the Performance Work Statement are applicable and

26. Child Care Centers

All requirements detailed in section C.9 of the Performance Work Statement are applicable and

Surveillance Method: Frequency:

Additional Performance-Based Tasks, Services to Be Inspected, Standards for Successful Performance, Surveillance Methods, Frequencies and Comments:

27. Pandemic Response

All requirements detailed in section C.8 (Pandemic Plan) and C.15.15 (Incident Response for Covid or other Pandemic Incidence) of the Performance Work Statement are applicable and subject to Government inspection.

Contracting Officer’s Representative:

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Program Manager:

Contract Specialist:

Contracting Officer: