Exhibit M1 Quality Assurance Surveillance Plan.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

For

OPERATIONS & MAINTENANCE (O&M) AND FULL MAINTENANCE SERVICES

FULL MAINTENANCE REQUIREMENTS:

U.S. Customs House 701 San Jacinto Street

Houston, TX 77002-3673 GSA Bldg. No. TX0101ZZ (135,751.33 rentable sq. ft.)

Bob Casey Courthouse

515 Rusk Street Houston, TX 77002-2600

GSA Bldg. No. TX0211ZZ (498,608.77 rentable sq. ft.)

Alliance Tower 8701 S. Gessner

Houston, TX 77074-2915 GSA Bldg. No. TX0297ZZ (221,454.31 rentable sq. ft.)

La Branch Federal Building

2320 LaBranch Street Houston, TX 77004-1002

GSA Bldg. No. TX0701ZZ (75,584.72 rentable sq. ft.)

Mickey Leland Federal Building and Parking Garage 1919 Smith Street

Houston, TX 77002-8049 GSA Bldg. No. TX0298ZZ (359,037.28 rentable sq. ft.)

Galveston U.S. Courthouse/U.S. Post Office

601 25th Street Galveston, TX 77550-1799

GSA Bldg. No. TX (92,805.05 rentable sq. ft.)

OPERATIONS & MAINTENANCE REQUIREMENTS:

FBI Office Building 1 Justice Park Way

Houston, TX 77092-1908 GSA Bldg. No. TX0435ZZ (283,966.60 rentable sq. ft.)

FBI Guard House 1 Justice Park Way

GSA Bldg. No. TX0436ZZ (411.90 rentable sq. ft.)

FBI Parking Garage 1 Justice Park Way

GSA Bldg. No. TX0437ZZ (543.01 rentable sq. ft.)

Jack Brooks Federal Building

300 Willow Street Beaumont, TX 77701-2222

Solicitation 47PH0220R0017 Dated 09/21/2020

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 Acceptable Quality Levels 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 Operations & Maintenance (O&M) and Full Maintenance Services for Houston, Beaumont, and Galveston, TX. 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.

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.

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 and enter summary results into the Surveillance Activity Checklist.

➢ Periodic Inspection – COR typically performs the periodic inspection on a monthly basis.

4.2 Customer Feedback

The contractor is expected to establish and maintain professional communication between its employees and customers. The primary objective of this communication is customer satisfaction. Customer satisfaction is 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 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 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, 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 acceptable quality levels (AQLs) 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. For certain critical activities such as those involving NCMMS and Monthly Contract Submittals, the desired performance level is established at 100 percent. Other levels of performance are keyed to the relative importance of the task to the overall mission performance at the General Services Administration, Public Buildings Service.

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

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

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

NOTE: Custodial QASP Standards ONLY apply to the

U.S. Customs House 701 San Jacinto Street Houston, TX 77002-3673 GSA Bldg. No. TX0101ZZ (135,751.33 rentable sq. ft.)

Bob Casey Courthouse 515 Rusk Street Houston, TX 77002-2600 GSA Bldg. No. TX0211ZZ (498,608.77 rentable sq. ft.)

Alliance Tower 8701 S. Gessner Houston, TX 77074-2915 GSA Bldg. No. TX0297ZZ (221,454.31 rentable sq. ft.)

La Branch Federal Building 2320 LaBranch Street Houston, TX 77004-1002 GSA Bldg. No. TX0701ZZ (75,584.72 rentable sq. ft.)

Mickey Leland Federal Building and Parking Garage 1919 Smith Street Houston, TX 77002-8049 GSA Bldg. No. TX0298ZZ (359,037.28 rentable sq. ft.)

Galveston U.S. Courthouse/U.S. Post Office 601 25th Street Galveston, TX 77550-1799 GSA Bldg. No. TX (92,805.05 rentable sq. ft.)

NOTE: Custodial Service Calls: Apply to all facilities identified above. The Contractor shall report, monitor, and close-out all custodial issues within NCMMS. The quality assurance surveillance method will be 100% Inspection with deductions that would be applicable to Section G.7.14, 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.

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

SUSTAINABL

E

PURCHASING

GREEN

PURCHASING

PLAN

Shall use green cleaning products, processes and equipment.

Shall track and report types, costs and amounts of green cleaning products and materials purchased including those mandatory products meeting KSP standards.

100% Inspection

Section G.7.14

#3, #4, #13

FLOOR CARE

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

Wet Mopping

Asbestos Containing Building Material (ACBM) Floors

ADP/Data Center Floors

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

Based Task

Services to be Inspected

Standard for Successful Performance

Quality Assurance Surveillance Method

Applicable Deduction

Services Interior

Asphalt Floors

Granite and Marble Floors (Crystallization

Loading Dock Floors

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 BUFFING OR DRY

STRIPPING METHODS BE

USED ON

ACBM FLOORS.

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

Section G.7.142

Based Task

Services to be Inspected

Standard for Successful Performance

Quality Assurance Surveillance Method

Applicable Deduction

Services

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.7.142 #3, #4, #11, #12

SECTION C

Standard Services

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.7.142

Based Task

Services to be Inspected

Standard for Successful Performance

Quality Assurance Surveillance Method

Applicable Deduction

Services Interior

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.7.142 #3, #4, #11, #12

SECTION C

Standard Services Interior

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.

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

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

G.7.142 #3, #4, #11, #12

SECTION C

Standard Services Interior

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.7.142

Based Task

Services to be Inspected

Standard for Successful Performance

Quality Assurance Surveillance Method

Applicable Deduction

Services Interior

SURFACES Surfaces (including corners, crevices, moldings, ledges, handrails, grills, doors, door knobs, door frames, kick plates, etc.) within approximately 6 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 6 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.

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

#3, #4, #11, #12

SECTION C

Standard Services Interior

WALLS Walls within approximately 6 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.7.142

Based Task

Services to be Inspected

Standard for Successful Performance

Quality Assurance Surveillance Method

Applicable Deduction

Services Interior

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

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

Section G.7.142

#3, #4, #11, #12

SECTION C

Standard Services Interior

RECYCLA-

BLES

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.7.142

#3, #4, #11, #12

SECTION C

Standard Services Interior

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.7.142

#3, #4, #11, #12

Based Task

Services to be Inspected

Standard for Successful Performance

Quality Assurance Surveillance Method

Applicable Deduction

Services

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.

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

Section G.7.142

#3, #4, #11, #12

SECTION C

Standard Services Interior

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.7.142

#3, #4, #11, #12

SECTION C

Standard Interior

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.7.142

#3, #4, #11, #12

SECTION C

Standard Services Interior

FINE ARTS

COLLECTION

CO or designee shall identify artworks; ensure methods and products used to clean surrounding areas mitigate hazards to the art.

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

Section G.7.142

Based Task

Services to be Inspected

Standard for Successful Performance

Quality Assurance Surveillance Method

Applicable Deduction

Services Interior

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.7.142

#3, #4, #11, #12

SECTION C

Standard Services Exterior

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.7.142

#3, #4, #11, #12

SECTION C

Standard Services Exterior

WINDOW

WASHING

(EXTERIOR

SURFACE)

Exterior surfaces of windows shall be clean and free of dirt, grime, streaks, moisture, and shall not be cloudy (Applies to ground level windows only).

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.7.142

Based Task

Services to be Inspected

Standard for Successful Performance

Quality Assurance Surveillance Method

Applicable Deduction

Services Exterior

OVERHANGS Shall be clean and free of dirt, dust, cobwebs, nests, bird excrement, trash, and debris (Applies to the first floor only).

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

Section G.7.142

#3, #4, #11, #12

SECTION C

Standard Services Exterior

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.7.142

#3, #4, #11, #12

SECTION C

Standard Services Exterior

TRASH AND

ASH

RECEPTACLE

S

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 shall not be torn, worn, or contain residue.

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

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

Section G.7.142

Based Task

Services to be Inspected

Standard for Successful Performance

Quality Assurance Surveillance Method

Applicable Deduction

Services Exterior

SURFACES

(signs, tables, etc.)

Graffiti Removal

Excrement Removal

Policing Outside Areas

Shall be clean, with no dirt, dust, residues, streaks, spots, soiled substances, discolorations, or rust.

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.

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

Section G.7.142

#3, #4, #11, #12

SECTION C

Standard Services Exterior

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.’ No sodium chloride or calcium chloride salt shall be used due to environmental risk.

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

Section G.7.142

Based Task

Services to be Inspected

Standard for Successful Performance

Quality Assurance Surveillance Method

Applicable Deduction

Services Exterior

LANDSCAPE

& EROSION

MANAGEMEN

T

Grounds Maintenance

Composting

Leaf Removal

Overseeding, Dethatching, and Plugging

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 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.

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

Section G.7.142 based Task

Services to be inspected

Standard for successful performance

Quality Assurance Surveillance Method

Applicable Deduction

Services Exterior

Fertilization

Flowerbeds and Planted Areas

Plant Replacement

Soil and Ground Cover

Weeds

Irrigation System Walk-through

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 submit a list of damages.

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

Section G.7.142 based Task

Services to be inspected

Standard for successful performance

Quality Assurance Surveillance Method

Applicable Deduction

Services Exterior

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

Based Task

Services to be Inspected

Standard for Successful Performance

Quality Assurance Surveillance Method

Applicable Deduction

Services Exterior

INTEGRATED

PEST

MANAGEMEN

T 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.7.142

#3, #4, #11, #12

SECTION C

Standard Services

CUSTODIAL

SERVICE

CALLS

The Contractor shall respond to service call issues.

100% Inspection Section G.7.142 #6, #8

SECTION C

Standard Services

COMMUNICA

TION PLAN

Shall prepare and abide by the Communication Plan.

100% Inspection Section G.7.142

#13

SECTION C

Standard Services

SOLID

WASTE/TRAS

H

MANAGEMEN

T

Conduct waste/trash stream audit.

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.

100% Inspection Section

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Based Task

Services to be Inspected

Standard for Successful Performance

Quality Assurance Surveillance Method

Applicable Deduction

Services

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

Recyclable materials are recycled and not placed in landfills.

100% Inspection Section G.7.142 #3, #13

SECTION C

Standard Services

ENVIRONMEN

TAL

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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Services to be Inspected

Standard for Successful Performance

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Services

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.

100% Inspection Section G.7.142 #11, #12

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SECTION C

Standard Services

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.

100% Inspection Section G.7.142

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SECTION C

Standard Services

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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SECTION C

Standard Services

NON-PESTICI

DE

PRODUCTS

AND USE

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

Random Sampling Inspection

Section G.7.142

#3

SECTION C

Above Standard Services

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.

100% Inspection Section G.7.142

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SECTION C

Above Standard Services

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 not cost to the Government)

100% Inspection Section G.7.142

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SECTION C

Above Standard Services

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

HIGH

CLEANING

ABOVE 10

FEET

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

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NOTE: COR and/or other designated officials will use a contract inspection tool to ensure the contractor is in compliance with the Operation and Maintenance 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 quarterly, semi-annually, and annually to ensure contract compliance. At the end of the contract a close out inspection will be conducted to ensure all contract close-out issues are completed as required.

O&M QASP Standards

Based Task

Services to be Inspected

Standard for Successful Performance

Quality Assurance Surveillance Method

Applicable Deduction Criteria

SECTION C

Operations Specific Requirement s

Existing Deficiency Inspection/ 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.

100% Inspection

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Operations Specific Requirement s

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

Section G.7.14 #4, #13

Services to be Inspected

Standard for Successful Performance

Quality Assurance Surveillance Method

Applicable Deduction Criteria

SECTION C

Operations Specific Requirement s

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

Random Sampling Inspection

Section G.7.14

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SECTION C

Operations Specific Requirement s

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.

#4

SECTION C

Operations Specific Requirement s

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 inefficient operation.

#13

SECTION C

Operations Specific Requirement s

Monthly Progress Reports

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

#13

Services to be Inspected

Standard for Successful Performance

Quality Assurance Surveillance Method

Applicable Deduction Criteria

Reference Library

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

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

#13

Service Requests

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

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

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Energy and Water Efficiency Plan

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

Control systems must be operated to provide maximum efficiency as measured by energy consumption per gross sq.

ft. while providing tenant comfort

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

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.

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Leak testing Refrigerants and natural gas leaks must be avoided and detected as early as possible.

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

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Condensate pans

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

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

100% Inspection, Seasonal

Section G.7.14

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

Tenants must not be unnecessarily disrupted during repairs or procedures.

All disruptive tool use 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.

100% Inspection Section G.7.14

#3

Plumbing and restroom maintenance

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

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

100% Inspection Section G.7.14

#4

Maintenance Program

Equipment must be maintained to the minimum standard established in the Contract and developed by the Contractor.

Minimally, the Contractor must perform preventive maintenance in accordance with the manufacturer’s recommended standards for all equipment requiring a preventive maintenance procedure. The Contractor must be required to use the specified NFPA Codes and Standards in this document to perform inspections, 100% Inspection Section G.7.14 testing, and preventive maintenance 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 and Standards. The Contractor must record such inspection, testing, and services on the appropriate NFPA inspection form.

Water Treatment

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

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

100% Inspection Section G.7.14

#9

Oil analysis and oil changes

Oil analysis and oil changes must be documented.

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

100% Inspection, when applicable

Section G.7.14

#9

Lamp and ballast replacements

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

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

100% Inspection Section G.7.14

#9

Architectural and structural systems maintenance

Interior and exterior building architectural and structural

The Contractor must conduct inspections, repairs, replacements, and touch up painting and patching to match existing finishes as

100% Inspection Section G.7.14 systems must be maintained in good repair.

required by Contract provisions

Interior signage and directories

Signage must be up to date and in good repair.

Signage must be updated and repaired as required.

100% Inspection Section G.7.14

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Finishes maintenance

All finishes must appear neat and have an esthetically appealing appearance.

The Contractor must maintain and touch up building finishes in a professional manner.

100% Inspection Section G.7.14

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Repairs All repairs must be performed in a timely professional manner, using quality parts and materials.

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.

100% Inspection Section G.7.14 #5, #9

Safety and Environmenta l Management

Scheduling and record keeping

All required safety and environmental tests, certifications, 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.

100% Inspection Section G.7.14

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SECTION C

Operations Specific Requirement s

Refrigerant control and certification

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

100% Inspection Section G.7.14

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

AQMD

operating permits

The Contractor must be familiar with the requirements of the Local Air Quality Management District (AQMD), and shall be responsible for obtaining operating permits for boilers, generators, and other emissions-producing equipment regulated by the district.

100% Inspection Section G.7.14

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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.

100% Inspection, when applicable

Section G.7.14

#13

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.

100% Inspection Section G.7.14 #3, #13

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

100% Inspection Section G.7.14 removed in the performance of the Contract or discharged by the building, and must comply with all such requirements, to include record keeping requirements.

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.

100% Inspection Section G.7.14

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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.

100% Inspection Section G.7.14

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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.

100% Inspection Section G.7.14

#13

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

100% Inspection Section G.7.14

#13 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.

Hazardous Materials

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

100% Inspection Section G.7.14 #3, #13

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

100% Inspection Section G.7.14 #9, #13

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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#4

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.

100% Inspection Section G.7.14 #3, #9

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.

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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Fire Alarm System

The Contractor is responsible for meeting the inspection, maintenance, testing frequencies, and testing methods outlined in NFPA 72. Documentation of the above mentioned inspection, maintenance, and testing results must be recorded on the applicable Inspection and Testing Form

NFPA 72.

Fire alarm system testing, maintenance and repair shall be performed during normal business hours when it does not interfere with building operations. When such testing, maintenance or repair will interfere with building operations; it shall be performed after business hours without additional costs to the government, unless approved otherwise by the COR or designee.

100% Inspection Section G.7.14 #4, #14

The Contractor must provide a fire watch in areas left unprotected until the fire alarm system is completely restored to service. In no case shall the fire alarm systems be left in a disabled condition without notifying the COR or designee.

The Contractor must ensure that the fire alarm system is maintained operable at all times except while being tested or repaired. It is essential that the Contractor carefully schedule with the Building Manager all non emergency shutdowns of the fire alarm system and that back up protection be provided by the Contractor (arrangement of additional personnel stationed at the fire alarm system control panel) any time the fire alarm system is out of service for more than 4 hours. In addition, regardless of the duration of the shutdown, the affected portion of the system must be tested to ensure that the protection has been restored. All systems that are “Red” tagged must be repaired immediately, “Yellow” tagged must be repaired within 72 hours by the Contractor.

In addition, during any period in which there is no capability for the fire alarm system to transmit fire alarm signals to a supervising station, the Contractor must maintain a fire watch in accordance…