Exhibit M1 C2 Operations MaintenanceCustodial Quality Assurance Surveillance Plan. (QUASP).pdf

EXHIBITS C2 AND M1

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

For

FULL MAINTENANCE SERVICES

LOCATION(S):

Columbia Port of Entry, Termination of SH 255, Laredo, TX 07020836 Convent Port of Entry, 100 Zaragoza Street, Laredo, TX 07020837 Juarez-Lincoln Port of Entry, Termination of I-35, Laredo, TX 07020841 World Trade Port of Entry, 715 Bob Bullock Loop, Laredo, TX 07020849 Border Patrol Sector Headquarters,207 W. Del Mar, Laredo, TX 07020824 George P. Kazen Building/U S Courthouse, 1300 Victoria Street, Laredo, TX TX0311ZZ

Solicitation 47PH0220R0014 Dated 06/01/2021

TABLE OF CONTENTS

1 INTRODUCTION 1

1.1 Purpose 1

1.2 Performance Management Approach 1

1.3 Performance Management Strategy 1

2 ROLES AND RESPONSIBILITIES 2

2.1 The Contracting Officer 2

2.2 The Contracting Officer’s Technical Representative 2

3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY

LEVELS 2

4 METHODOLOGIES TO MONITOR PERFORMANCE 2

4.1 Surveillance Techniques 2

4.2 Customer Feedback 3

4.3 Standards for Successful Performance 3

5 QUALITY ASSURANCE DOCUMENTATION 3

5.1 The Performance Management Feedback Loop 3

5.2 Monitoring Forms 3

6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT 4

6.1 Determining Performance 4

6.2 Reporting 4

6.3 Reviews and Resolution 4

ATTACHMENT 1: Custodial and O&M QASP Standards-Performance Requirements

ATTACHMENT 2: SAMPLE QUALITY ASSURANCE MONITORING FORM 6

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

1 INTRODUCTION

This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the performance work statement (PWS) entitled Full Maintenance Services for 47PH0220R0014 LPOE’s, BPSH, and Courthouse located in Laredo, Texas. This plan sets forth the procedures and guidelines General Services Administration 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 General Services Administration 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. 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. 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 the General Services Administration 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 Assurance 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, “Custodial and O&M 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.

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 (include those that apply)

➢ 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.

➢ Tenant Satisfaction Surveys, Tenant Interviews, or Service Call Documentation.

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 the most 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 Quality Assurance Monitoring Form – Customer Complaint Investigation, identified in Attachment 3.

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

4.3 Custodial and Operational & Maintenance QASP Requirements

The Standards for Successful Performance included in Attachment 1, Custodial and O&M 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 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.

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 operations and maintenance, custodial, and grounds maintenance 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/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. Failure to meet the AQL 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’s project manager, or a designated alternate, to meet with the COR or CO and other government IPT personnel 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:

➢ Monthly 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

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.

NOTE: COR and/or other designated officials will use a contract inspection tool to ensure the contractor is in compliance with the Service 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 throughout the life of the contract, to ensure contract compliance. Prior to the end of the contract a close out inspection will be conducted to ensure all contract close-out issues are completed as required.

ATTACHMENT 1: Custodial QASP Standards and O&M QASP Standards (Performance Requirements)

NOTE: Custodial QASP Standards apply to the Full Maintenance Services for 47PH0220R0014 LPOE’s, BPSH, and Courthouse located in Laredo, Texas.

NOTE: Custodial Service Calls: Apply to the Full Maintenance Services for 47PH0220R0014 LPOE’s, BPSH, and Courthouse located in Laredo, Texas.. The Contractor shall report, monitor, and close-out all custodial issues within NCMMS. The quality assurance surveillance method will be 100% Inspected for deductions that would be applicable to Section G.7.142, boxes 6 and 8.

NOTE: 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.

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 (include those that apply)

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

CUSTODIAL QASP STANDARDS

Performance Based Task

Services to be Inspected

Standard for Successful Performance

Quality Assurance Surveillance Method

Applicable Deduction Criteria

SECTION C

Standard Services Interior

GREEN

CLEANING

SUSTAINABLE

PURCHASING

Shall use green cleaning products, processes and equipment.

Shall track and report types, costs

100% Inspection

Section G.7.14

#3, #4, #13

C.9.4

GREEN

PURCHASING

PLAN

and amounts of green cleaning products and materials purchased including those mandatory products meeting KSP standards.

Reference: C.9.4.2

C.9.5.1.2 FLOOR CARE

Bare Floors (lobbies, corridors, restrooms, etc.)

Wet Mopping

Asbestos Containing Building Material (ACBM) Floors

ADP/Data Center

Floors, base moldings and grout shall be clean and free of debris, including but not limited to, dirt, water streaks, mop marks, strings, gum, tar and other foreign matter.

The floors shall maintain their natural luster and not have a dull appearance.

Shall comply with the methods prescribed in the National Institute of Building Sciences (NIBS) Guidance Manual, "Asbestos Operations and Maintenance Work Practices".

Damp mopping shall be the only method of wet cleaning for floors in Automated Data Processing (ADP)/Data Center space.

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

#3, #4, #11, #12

SECTION C

Standard Services Interior

C.9.5.1.2

Asphalt Floors

Granite and Marble Floors (Crystallization)

Loading Dock

Strip and Finish

Damp mopping shall be the only method of wet cleaning for floors containing asphalt material.

All applicable floor areas shall be maintained in accordance with industry standards.

Spill residue and clean-up materials shall be disposed of in accordance with the Environmental Protection Agency (EPA), and State and local regulatory agency requirements.

The old finish or wax shall be removed and new sealant applied in accordance with standard commercial practices. Spots shall be eliminated.

There shall be no evidence of gum, rust, burns, or scuff-marks, or wax build-up in corners or crevices. UNDER NO

CIRCUMSTANCES SHALL

BURNISHING, HIGH SPEED

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

#3, #4, #11, #12

BUFFING OR DRY STRIPPING

METHODS BE USED ON

ACBM FLOORS.

SECTION C

Standard Services Interior

C.9.5.1.2

Sealing

Wood Floors

Sealant must adhere to the floor.

Floor areas must be evenly coated with a slip resistant seal.

There shall be no water solutions used on wood flooring.

There shall be no dry stripping methods used on wood flooring.

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

#3, #4, #11, #12

SECTION C

C.9.5.1.3

CARPETS AND

RUGS

Extraction (Public Areas ONLY)

Spot Cleaning

Vacuuming

Free of visible dirt, dust, and other debris.

No spots, smears, crusted material, or spills.

No fuzzing caused by harsh rubbing or brushing of carpet.

Build-ups, spills, or crusted materials are to be removed along with spots and smears. Cleaned areas of carpets and rugs shall be reasonably blended with surrounding carpets.

Shall be free of removable spots, soiled traffic patterns, dirt, dust, debris, gum, and crusted materials.

Shall be free of dirt, dust, and other debris.

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

#3, #4, #11, #12

SECTION C

Standard Services Interior

C.9.5.1.4

Floor Mats and Runners

Mats and runners shall be free of removable spots, soiled traffic patterns, dirt, debris, gum and crusted materials.

There shall be no areas of deterioration or fuzzing as a result of harsh brushing or scrubbing.

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

#3, #4, #11, #12

SECTION C

Standard Services Interior

C.9.5.1.5

RESTROOMS,

SHOWER

ROOMS, AND

LOCKER ROOMS

Areas shall be cleaned with a disinfectant cleaner. Fixtures shall maintain a high level of luster and be free of dust, mold, mildew, streaks, and encrustations.

Partitions, doors, vents, sills, and walls shall be free of dust, dirt, bodily fluids, and waste and graffiti.

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call

Restrooms shall be free of discarded materials and trash shall be emptied to prevent the containers from overflowing.

SECTION C

Standard Services Interior

C.9.5.1.5

FIXTURES Fixtures and surfaces (washbasins, urinals, modesty panels, toilets, shower stalls etc.)

shall be clean with no dust, spots, soiled substances, discolorations, rust, mold, build-ups, or excess moisture.

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

#3, #4, #11, #12

SECTION C

Standard Services Interior

C.9.5.1.8

SURFACES Surfaces (including corners, crevices, moldings, ledges, handrails, grills, doors, door knobs, door frames, kick plates, etc.) within approximately 12 feet of the floor shall be free of excessive dust, streaks, spots, hand marks, oils, smudges, dirt, soiled substances, rust, encrustation, and streaks. All glass, clear partitions, mirror surfaces, bookcases, and other glass (within approximately 12 feet of the floor) shall be clean and free of dirt, dust, streaks, smudges, watermarks, spots and grime, and shall not be cloudy.

There shall be no water spots on the glass or adjacent fixtures and furniture.

Disinfecting: Chemical is on the approved list. High touch points are disinfected per chemical manufacturer’s directions. Done at least once daily or per area requirement (child care, lab, Restroom, etc).

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or

#3, #4, #11, #12

SECTION C

Standard Services Interior

C.9.5.1.9

WALLS Walls within approximately 12 feet of the floor shall be free of smudges, marks, dirt, and spots with no discolorations.

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

#3, #4, #11, #12

SECTION C

Standard Services Interior

C.9.5.1.12

TRASH AND

WASTE-

BASKETS

Trash containers shall be emptied and kept clean, odor-free and free of dirt, dust, debris, residues, and spilled materials.

Plastic liners for all trash and

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or

Section G.7.14 debris containers shall not be torn, worn, or contain residue.

service call documentation.

SECTION C

Standard Services Interior

C.9.5.1.13

RECYCLABLES

Shall provide all labor, equipment, and means to collect and transport recyclable materials from recycling bins and containers located throughout the building.

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

#3, #4, #11, #12

SECTION C

Standard Services Interior

C.9.5.1.14

ELEVATORS

AND

STAIRWAYS

- Door tracks shall be clean and free of dirt, debris, built up grime, dust, and other extraneous matter.

- Surfaces shall be clean and free of finger marks, smudges, and spills.

- Stairways, landings, railings, risers, ledges, grills, doors, radiators, and surrounding areas shall be free of dirt, dust, litter, and debris.

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

#3, #4, #11, #12

SECTION C

Standard

C.9.5.1.15

PLATE GLASS

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

Shall be clean and free of dirt, grime, streaks, moisture, and shall not be cloudy.

satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

#3, #4, #11, #12

SECTION C

Standard

C.9.5.1.16

WINDOW

WASHING

(INTERIOR

SURFACE)

Interior surfaces of windows shall be spot cleaned and free of removable spots and debris.

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

#3, #4, #11, #12

SECTION C

Standard Interior

C.9.5.1.17

BLINDS AND

COVERINGS

All blinds, coverings, cord tapes, and valances shall be free of dust and spots.

satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

#3, #4, #11, #12

SECTION C

FINE ARTS

COLLECTION

CO or designee shall identify artworks; ensure methods and products used to clean surrounding areas

Random Sampling Inspections, tenant satisfaction surveys, tenant

Section G.7.14

C.9.5.1.18 mitigate hazards to the art. interviews, and/or documentation.

SECTION C

Standard Services Interior

C.9.5.1.19

POLICING

INSIDE AREAS

(HIGH TRAFFIC

AREAS)

All trash, and other discarded materials shall be removed.

satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

#3, #4, #11, #12

SECTION C

Standard Services Exterior

C.9.5.2.2

PLATE GLASS

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

Shall be clean and free of dirt, grime, streaks, moisture, and shall not be cloudy satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

#3, #4, #11, #12

SECTION C

Standard Services Exterior

C.9.5.2.3

WINDOW

WASHING

(EXTERIOR

SURFACE)

Exterior surfaces of windows shall be clean and free of dirt, grime, streaks, moisture, and shall not be cloudy.

Window sashes, sills, woodworks, and other surroundings of interior of interior glass shall be wiped free drippings and other watermarks.

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

#3, #4, #11, #12

SECTION C

Standard Services Exterior

C.9.5.2.4

OVERHANGS Shall be clean and free of dirt, dust, cobwebs, nests, bird excrement, trash, and debris.

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

#3, #4, #11, #12

SECTION C

Standard Services Exterior

C.9.5.2.5

HARD SURFACE

AREAS

(sidewalks, brick areas, hard surfaces, parking lots, surface parking, garages, docks, etc.)

Shall be clean and free of dirt, debris, gum, litter, gravel, weeds, oils, and grease. No residual dirt shall remain after the removal of the debris.

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

#3, #4, #11, #12

SECTION C

Standard Services Exterior

C.9.5.2.6

TRASH AND ASH

RECEPTACLES

Trash containers shall be emptied and kept clean, odor-free and free of dirt, dust, debris, residues, and spilled materials. Plastic liners for all trash and debris containers

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or

Section G.7.14 shall not be torn, worn, or contain residue.

All ash receptacles shall be free of dust, ashes, odors, tar, streaks, and tobacco residues.

service call documentation.

SECTION C

Standard Services Exterior

C.9.5.2.5

C.9.5.2.7

C.9.5.2.8

C.9.5.2.9

C.9.5.2.10

C.9.5.2.11

SURFACES

(Sidewalks, brick areas, docks, parking lots,etc.)

Exterior surfaces(tables signs, etc) Graffiti Removal Excrement Removal

Policing Outside Areas

Incinerators

Shall be clean, with no dirt, dust, residues, streaks, spots, soiled substances, discolorations, gum, litter, gravel, weeds, oil, grease, etc.

Clean-no dirt, dust, residue, steaks, spots, soil, discolor, cloth streaks Remove graffiti using normal cleaning methods.

Steps, stairs, entrances, sidewalks, arcades,landings, balconies, and ledges shall be cleaned of all excrement.

All areas, including unimproved areas and fence lines shall be clean of gum, litter, debris, papers, trash, and other discarded materials.

Shall be free of ashes and noncombustible material.

Contractor’s method of cleaning incinerators shall prevent fire and safety hazards.

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

#3, #4, #11, #12

SECTION C

Standard Services Exterior

C.9.5.3.

SNOW AND ICE

REMOVAL

-Snow and ice removal from entrances, steps, landings, sidewalks, vehicular courts, driveways, plaza areas, roadways, parking areas, handicapped accessibility areas, and approaches which may cause slip hazards before normal building operation hours.

-Chemicals and/or sand shall be used. All chemicals used shall be certified as EPA ‘Safer Choice.’

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

#3, #4, #11, #12

SECTION C

Standard Services Exterior

C.9.5.4.1

C.9.5.4.2

LANDSCAPE &

EROSION

MANAGEMENT

Grounds

Shall employ environmentally low-impact strategies: temporary/ permanent seeding, mulching, earth dikes, silt fencing, sediment traps and sediment basins to correct existing erosion areas.

Maintain all plants, trees, shrubs, ground covers, and lawns in a

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

C.9.5.4.3

C.9.5.4.7

C.9.5.4.8

Maintenance

Composting

Leaf Removal

Overseeding, Dethatching, and Plugging 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.

Shall compost yard waste.

Shall remove leaves and debris from premises and drain openings.

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

SECTION C

Standard Services Exterior C.9.5.4.9

C.9.5.4.10

C.9.5.4.11

C.9.5.4.12

C.9.5.4.15

C.9.5.4.16

Fertilization

Flowerbeds and Planted Areas

Plant Replacement

Soil and Ground Cover

Weeds

Irrigation System

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

Flowerbeds and planted areas are to be free from weeds and debris.

Shall bear the cost to replace planted materials that have been damaged as a direct result of the Contract’s lack of oversight, neglect or lack of proper care and maintenance. Preference to native plants that support pollinator habitats.

Shall be aerated and cultivated and ground cover provided.

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

Shall conduct walk-throughs and inspect all irrigation systems (sprinklers, rain and freeze sensors, and drip systems) and

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

Walk-through submit a list of damages.

Standard Services Exterior C.9.5.4.17

C.9.5.4.18

WATERING

Irrigation System Settings

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

Shall minimize run- off into drains and sewers.

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

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

The Contractor shall notify the COR of the necessary irrigation system settings.

Sprinklers and drip heads eject water evenly cover all planted areas.

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.

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call

#3, #4, #11, #12

SECTION C

Standard Services Exterior C.9.5.4.19

INTEGRATED

PEST

MANAGEMENT

PLAN

(Landscape)

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

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

Section G.7.14

#3, #4, #11, #12

SECTION C

Standard Services C.9.7

CUSTODIAL

SERVICE CALLS

The Contractor shall respond to service call issues.

The Contractor shall provide service call information for input to

NCMMS

100% Inspection Section G.7.14 #6, #8

SECTION C

Standard Services C.9.8

COMMUNICATIO

N PLAN

Shall prepare and abide by the Communication Plan.

100% Inspection Section G.7.14

#13

SECTION C

Standard

SOLID

WASTE/TRASH

Conduct waste/trash stream audit.

100% Inspection Section

Services

C.9.10

MANAGEMENT Shall perform collection, removal, recycling and related activities agreed upon by the Government and Contractor based on the solid waste/trash audit final report.

Shall remove solid waste/trash from building premises.

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Services C.9.10.2

RECYCLING Paper shall be transported from recycling bins to storage containers in designated areas.

Recyclable materials are recycled and not placed in landfills.

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SECTION C

Standard Services C.9.11

ENVIRONMENTA

L REPORTING

Shall maintain and submit solid waste/trash hauling and recycling reports. Shall submit information on green purchasing practices specific to the performance of this contract including KSP products used and USDA bio-based products purchased, environmentally sustainable CPG products, and non- green products if required.

List of chemicals and purchased price for IPM.

Shall maintain documentation to support all the above reported activities.

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SECTION C

Standard Services

C.9.12.2

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.

Contractor shall provide surveillance, trapping, extermination and pesticide application components of the integrated pest management (IPM) program.

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SECTION C

Standard Services

C.9.12

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.

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Services

C.9.12.6

IPM PLANS Plan should include integrated methods, routine site inspections and maintenance, routine pest inspections, pest populations monitoring, evaluation of the need for pest control and one or more pest control methods.

Shall obtain approval from the COR BEFORE treatment is rendered.

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Services C.9.12.17

NON-PESTICIDE

PRODUCTS AND

USE

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

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SECTION C

Above Standard Services C.9.6.1

CARPET

EXTRACTION

(PRIVATE

AREAS)

Build-up, spills, and crusted materials shall be removed.

There shall be no areas of deterioration or fuzzing. Cleaned areas of carpets and rugs shall be reasonably blended with surrounding carpets.

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SECTION C

Above Standard Services C.9.6.3

WINDOW

WASHING

(EXTERIOR

SURFACE)

Exterior surfaces of windows shall be clean and free of dirt, grime, streaks, moisture, and shall not be cloudy. Window sashes, sills, woodworks, and other surroundings of interior glass shall be wiped free of drippings and other watermarks.

(Contract includes ONE annual exterior window washing at no cost to the Government)

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SECTION C

Above Standard Services C.9.6.4

WASHING

DRAPES,

CURTAINS,

UNIQUE

COVERINGS

Drapes, curtains, and coverings shall be washed on both sides and coordinated with the CO.

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SECTION C

Above Standard Services C.9.6.8

HIGH CLEANING

ABOVE 12 FEET

Surfaces between shall be clean and free of dirt, dust, and cobwebs.

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SECTION J

Table of Deliverables

REQUIRED

REPORTS

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

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O&M QASP Standards

Performance Based Task

Services to be Inspected

Standard for Successful Performance

Quality Assurance Surveillance Method

Applicable Deduction Criteria

SECTION C

Operations Specific Requirement

C.7.1 initial Deficiency Report/ List and Equipment Inventory

A thorough and systematic initial inspection and inventory of all equipment and systems and the performance of an annual inventory to verify and update the inventory.

A complete and accurate deficiency list and inventory must be completed and submitted within the initial timeframe and an annual inventory must be scheduled and conducted to verify and update inventory.

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SECTION C

Operations Specific Requirement

C.7.2

Startup Phase

Submission and review of all required building documentation without failures in providing service to our customers.

The Contractor must provide all startup services necessary to provide seamless operation of all building systems. Adjustment to controls, BAS

100% Startup Inspection

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SECTION C

Operations Specific Requirement

C.1.10

Onsite records All records required by the Contract must be organized,up-to-date, accurate, reflect actual conditions, and available for inspection.

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SECTION C

Operations Specific Requirement

C.1.9

NCMMS All PMs, work requests, service requests, and Maintenance records are accurate and current and are properly populated within NCMMS to document historical maintenance efforts during the life cycle of the facility.

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Operations Specific RequirementC.2 .11

Building Operating Plan (BOP)

BOP must detail all aspects of the Contractor’s performance of the Contract and building equipment and system information. Energy consumption must be monitored by the Contractor for indicators of

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Operations Specific Requirement C.5.6.3

Monthly Progress Reports

All reports must be thorough, accurate and submitted on time as required by the Contract.

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SECTION C

Operations Specific Requirement

C.5.16

Reference Library All required documents are to be included in the reference library and must be complete and up to date.

Information in the form of a reference library must be provided by the Contractor

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SECTION C

Operations Specific Requirement

C.12.2

Service Requests/Work Orders

All routine, emergency, and urgent service requests are responded to as required by the Contract and repairs are completed within specified timeframes.

Service requests must be received, tracked, and responded to in accordance with Contract requirements.

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SECTION C

Operations Specific Requirement C.5.6

Energy and Water Efficiency Plan

Control systems must be operated to provide maximum efficiency as measured by energy consumption per gross sq. ft. while providing tenant comfort.

Reports must contain monthly energy usage compared to last year and recommendations on improvement.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

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SECTION C

Operations Specific Requirement

C.5.10.2

Tours All tours must be conducted and documented as required and will reflect actual conditions.

Adjustments will be made as needed. Logs and check sheets must be adequate to track operating hours and equipment performance history.

Tours must be conducted and documented in accordance with Contract requirements.

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SECTION C

Operations Specific

Leak Testing Leak testing for refrigerants and natural gas must be performed and documented in accordance with the BOP.

Refrigerants and natural gas leaks

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C.5.5.23 must be avoided and detected as early as possible.

SECTION C

Operations Specific Requirement

C.6.3.5

Condensate Pans On at least a monthly basis, tours must include inspection and treatment of condensate pans with appropriate biocide to ensure proper drainage.

Condensate pans must be clear and algae free at all times.

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SECTION C

Operations Specific

C.5.4.9

Disruptive or hazardous tool use, disruption to utilities, lighting and space conditioning

All disruptive tools used during normal working hours must be approved by the CO or their designee and welding and burning must be approved via GSA Form 1755. The COR must approve in advance any work that will disrupt lighting, utilities, and space conditioning. Tenants must not be unnecessarily disrupted during repairs or procedures.

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SECTIONS C

Operations Specific

C.6.6.4

Maintenance Program (PM)

Minimally, the Contractor must perform PM in accordance with the manufacturer’s recommended standards for all equipment requiring a PM procedure. The Contractor must be required to use the specified NFPA Codes and Standards in this document to perform inspections, testing, and PM of fire protection and life safety systems and equipment. In addition, the Contractor shall be required to follow the specific testing and inspection frequencies and methods specified in such NFPA Codes & Standards. The Contractor must record such inspection, testing, and services on the appropriate NFPA inspection form.

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

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SECTION C

Operations Specific Requirement

C.6.7.1

Plumbing and restroom maintenance

All drain systems must be clear and kept functional at all times.

Plumbing and drain systems must be maintained and in good working order.

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

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SECTION C

Operations

Water Treatment The Contractor must perform water treatment, monitoring, and testing in accordance with the Contract requirements.

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Section

C.6.6.1 The Contractor must provide for an effective water treatment program including equipment, monitoring, reporting, etc.

SECTION C

Operations Specific

C.6.11

Oil analysis and oil changes

The Contractor must perform initial and periodic oil analysis and oil changes in accordance with the Contract provisions. Oil analysis and oil changes must be documented.

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SECTIONS C

Operations Specific Requirement

C.6.8

Lamp and ballast replacements

The Contractor must perform lamp and ballast replacements in accordance with the Contract provisions.

Quality, energy-efficient replacement lamps and ballasts must be used by the Contractor.

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

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SECTION C

Operations Specific Requirement

C.6.13

Architectural and structural systems maintenance

The Contractor must conduct inspections, repairs, replacements, and touch up painting and patching to match existing finishes as required by Contract provisions.

Interior and exterior building architectural and structural systems must be maintained in good repair.

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

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Operations Specific Requirement C.6.13

Interior signage and directories

Signage must be updated and repaired as required.

satisfaction surveys, tenant interviews, and/or service call documentation.

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SECTION C

Operations

Finishes maintenance

The Contractor must maintain and touch up building finishes in a professional manner.All finishes must appear neat and have an esthetically appealing appearance.

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

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SECTION C

Operations Specific Requirement

C.6.13.1

Repairs

The Contractor must perform repairs in accordance with the provisions of the Contract including timeliness of response, invoicing, thresholds, replacement part quality standards, and warranty provisions.

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SECTION C

Operations

Safety and Environmental

All required safety and environmental tests, certifications, C.5.5

Management

Scheduling and record keeping permits and other procedures required in this document must be scheduled in the NCMMS work order system, and documented in the NCMMS. In addition, the Contractor must maintain copies of all such tests, certifications, permits and other required records.

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SECTION C

Operations Specific Requirement

C.5.5

Refrigerant control and certification

The Contractor must control refrigerants and maintain records in accordance with EPA, GSA, and appropriate Air Quality Management District standards.

The Contractor must take immediate action to contain refrigerant leaks and must report any leaks to the COR or designee.

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SECTION C

Operations Specific Requirement

C.5.5.3

Air Quality Management District (AQMD) operating permits

The Contractor must be familiar with the requirements of the Local AQMD, & shall be responsible for obtaining permits for boilers, generators, & other emissions-producing equipment.

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SECTION C

Operation Specific Requirement

C.5.5.5

Underground storage tanks.

The Contractor is responsible for complying with all Federal, State, and Local requirements for the periodic inspection, monitoring, permitting, certification and maintenance of underground storage tanks.

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SECTION C

Operation Specific Requirement

C.5.5.7

Polychlorinated biphenyls (PCBs) control.

The Contractor must inspect all transformers containing (PCBs) and maintain records of such inspections in accordance with State, Local, and Environmental Protection Agency (EPA) regulations.

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SECTION C

Operation Specific Requirement

C.5.5.9

Hazardous Waste The Contractor must be cognizant of, and comply with all Federal, State, and Local laws and regulations related to the disposal (landfill, sewer discharge, etc.) of hazardous waste and materials used or removed in the performance of the Contract or discharged by the building, and must comply with all such requirements, to include record keeping requirements.

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Operation Specific Requirement

C.5.5.14

Electrical Safety The Contractor must comply with NFPA 70E when working on or around electrical equipment or systems. The Contractor must ensure that areas restricted to qualified personnel are secured and properly labeled.

Random Sampling Inspections, tenant satisfaction surveys, tenant interviews, and/or service call documentation.

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SECTION C

Operation Specific Requirement

C.1.9.3

Lock Out/Tag Out The Contractor must develop a lockout/tagout program in accordance with 29 CFR 1910.

The program must include all anticipated energy sources, including but not limited to electricity, steam, pressurized fluids, and mechanical energy.

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SECTION C

Operation Specific Requirement

C.5.4.7

Confined Spaces The Contractor must identify and label all confined spaces in accordance with OSHA requirements. The Contractor must develop a confined space entry permit system for all permit-required confined spaces within 60 calendar days of commencement of the Contract.

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SECTION C

Operation Specific Requirement C.5.4.11.1

Hazardous Materials

The Contractor must make safety data sheets (SDSs) available to their employees in accordance with 29 CFR 1910.1200.

Inspection

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SECTION C

Operation Specific Requirement

C.5.5.8

Asbestos Management

The Contractor shall be expected to occasionally perform Class IV asbestos work as defined in 29 CFR 1910.26.1101. The Contractor must be prepared to deal with asbestos on a small scale, short duration basis to effect emergency repairs and to clean up small spills. The Contractor must protect building tenants, visitors, and employees from asbestos exposure. The Contractor must comply with applicable National Institute of Building Sciences (NIBS) and OSHA standards.

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SECTION C

Operation Specific Requirement

C.6.2.4

Boiler/Pressure Vessel operation and inspection standards

All tests must be done in accordance with ASME Boiler and Pressure vessel Code, National Board Inspection (NBIC), EPA Local AQMD requirements, ASME CSD-1, and NFPA 85

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Operation Specific Requirement

C.5.5.10

Backflow prevention devices

Backflow prevention devices used on water-based fire protection systems must be inspected, tested and maintained according to

NFPA 25.

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SECTION C

Operation Specific Requirement

C.5.11

Potable water systems

The Contractor must comply with the Safe Drinking Water Act, PL 99-339, as amended, and the EPA Safe Drinking Water regulations (40 CFR 141.43, Sections A and D), that address the quantity of lead allowable in new installations or repairs to existing drinking water systems and/or plumbing.

Potable water systems which are repaired, modified, serviced, or breeched in any way must be disinfected and flushed prior to returning the system to service.

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SECTION C

Operation Specific Requirement

C.5.4.12

Labeling The Contractor must label individual equipment, storage areas and workspaces in accordance with OSHA standards immediately after commencement of the Contract if such labels are not already in place.

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SECTION C

Operation Specific Requirement C.5.14.2

Miscellaneous work

The Contractor must provide labor hours as requested by the COR to perform tasks in a timely manner.

The Contractor must provide labor hours and parts and supplies as requested by the COR or designee

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SECTION C

Operation Specific Requirement

C.6.8.3

Emergency lighting systems and exit signage

The Contractor must perform inspections, tests, and maintenance or repairs in accordance with the current edition of the applicable NFPA 101.

The Contractor must utilize qualified personnel meeting the applicable requirements in Section C.1.2.7. Qualification of Technicians, in performing any task associated with this contract.

The Contractor is responsible for

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Section meeting the inspection, maintenance, testing frequencies, testing methods and documentation requirements outlined in the applicable NFPA 101.

SECTION C

Operations Specific Requirement

C.5.9.5

Smoke Dampers The Contractor must perform inspections, tests, and maintenance or repairs in accordance with the current edition of NFPA 105.

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SECTION C

Operations Specific Requirement

C.5.9.4

Fire Rated doors and assembles

The Contractor must utilize qualified personnel meeting the applicable requirements in Section C.1.2.7. Qualification of Technicians, in performing any task associated with this contract.

The Contractor must perform inspections, tests, and maintenance or repairs in accordance with the current edition of NFPA 80 and NFPA 101.

The Contractor is responsible for meeting the inspection, maintenance, testing frequencies, testing methods, and documentation requirements outlined in NFPA 80 and NFPA 101.

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SECTION C

Operations Specific Requirement

C.5.9.5

Fire Damper and combination…