Attachment_5_-_Qaulity_Assurance_Surveillance_Plan.docx

Cavalier AFS Custodial Services QASP

Quality Assurance Surveillance Plan

For

Custodial Services

Cavalier AFS, ND

10 April 2013

1. OVERVIEW. This Quality Assurance Surveillance Plan (QASP) details how the Custodial contract will be managed upon award by the multi-functional team throughout its life cycle. This plan will focus on the level of performance required by the Performance Work Statement (PWS), not the methodology or process.

2. OBJECTIVE. The objective of the Custodial contract is to maintain a clean, neat, and professional appearance of facility conditions for Cavalier AFS, ND. The contractor shall provide all of the management, tools, equipment, supplies and labor necessary to ensure that custodial services are performed in accordance with all applicable laws, regulations, standards, instructions, and commercial practices. Cavalier AFS is a dynamic place where changes in custodial service occur due to renovations, mission changes and the like. As these changes are identified, the area being serviced will increase/decrease at the unit price in the bidding schedule for that respective or similar facility. The contractor is encouraged and expected to use innovative approaches to efficiently accomplish PWS requirements in a timely manner and in a way that fosters pride and ownership of the work being performed.

3. GOALS. By virtue of this QASP, the multi-functional team will manage the Custodial contract and strive to achieve a safe and healthy environment, efficient work ethics, improved customer service and contractor performance, and cost savings whenever applicable. Additional goals are as follows:

Maximize performance Encourage innovation Promote performance-based services Increase awareness that performance-based services require participation from all team members

4. MULTI-FUNCTIONAL TEAM MEMBERS AND RESPONSIBILITIES.

Contracting Flight Commander

5. PERFORMANCE ASSESSMENT. This section identifies the process that measures success towards achieving defined performance objectives or goals defined within the performance thresholds in the Services Summary, or the process of assessing progress towards achieving the objectives/goals developed in this QASP or partnering agreement.

5.1. Surveillance Approach: The intent of this plan is to primarily rely on the contractor’s internal quality control processes, changing the government’s role from “oversight” to “insight”. COR may use spot check, periodic validation and customer complaint methods in evaluating contractor’s performance. The goal of our surveillance approach is to gain confidence in the contractor’s way of doing business and then adjust the level of insight to a point that maintains that confidence.

5.1.1. Quality assurance shall be based on the Government’s evaluation of results, not frequency or method of performance. All services performed must meet the prescribed performance objectives stated in the Service Summary to be regarded as acceptable.

5.1.2. The following is a list of the key performance objectives that will be verified as contractually compliant by government personnel, however, inspection of any contract requirement is authorized.

5.1.3. Each performance objective includes a government determined performance threshold and the procedures used to ensure these standards are met.

Threshold

SS-1

Facility Cleaning Service

a. Non-Carpeted Floors

b. Carpeted Floors

c. Stairways / Elevators / Handicap Lifts

d. Walk-off Mats

e. Trash Removal 1.1, inclusive

Appendix A&B

Within 2 hours of notification Periodic Surveillance, customer complaint

SS-2

Restrooms/Locker Rooms Cleaning Services

a. Clean and Disinfect

b. Floors

c. Supplies

d. Drinking Fountains

e. Trash Removal 1.2, inclusive

Appendix A&B No more than 5 valid defects per month

Re-performance Within 2 hours of notification

Periodic Surveillance, customer complaint

SS-3

Periodic Cleaning Services

a. Hard Floor Maintenance

b. Carpet Restorative Cleaning 1.3, inclusive.

Appendix A&B

Within 2 hours of notification

Periodic Surveillance, customer complaint

SS-4

Quality Control Inspection procedures are followed and documented in accordance with Contractor’s Quality Control Plan. Contractor updates QCP as required and provides updates to CO.

2.1

Appendix A&B

SS-5

Special Requirements Fitness Center

1.4, inclusive

Appendix A&B No more than 3 valid defects per month

Re-performance Within 2 hours of notification Periodic Surveillance, customer complaint

5.2. Quality Control Program: The contractor shall utilize its own internal Quality Control processes in the performance of this contract. The quality control plan and supporting documentation shall be made available to the Government for review upon request, should there be repeated unsatisfactory performance. In order to supplement the contractor’s quality control program, government personnel will verify contractor compliance with mission essential performance requirements. The COR will verify the key performance objectives. It is the responsibility of the Functional Commander (FC) and COR to review these key objectives to assess their applicability and recommend the addition or subtraction as conditions warrant.

5.2.1 Discrepancies: The government shall inspect and evaluate the contractor’s performance to ensure services are received in accordance with requirements set forth in this contract. The COR shall inspect by watching actual task performance, physically checking an attribute of the completed task, checking a management information report, investigating customer complaints, conferring with facility managers, or otherwise inspecting the task or its results to determine whether or not performance meets the standards contained in this PWS. The COR will use the contractor’s work schedule or modified version thereof, to record validation results. Results of the validation then become the official Air Force record of the contractor’s performance. When a performance threshold has not been met or contractor performance has not been accomplished, the COR will initiate and provide the CO a contract discrepancy report(CDR), DD Form 2772, for issuance to the contractor.

5.3. Customer Complaint Program.

5.3.1. Any base personnel who observes unacceptable services, either incomplete or unperformed, for any contracted services, should immediately contact the Facility Manager or COR by telephone, email, letter, or fax, who, in turn, will notify the contractor. The recipient of the complaint shall immediately provide a copy to applicable parties. The COR will document and validate the customer complaints. The contractor shall review and take immediate corrective action for all complaints.

5.3.2. Unsatisfactory Performance/Customer Complaints. Any unsatisfactory inspection (defect) result shall be recorded.

a. Exceeding the performance threshold for any of these performance objectives in any one month period shall result in a warning or letter of concern from the CO.

b. Exceeding the performance threshold of these performance objectives, in any combination for any two, or more consecutive or non-consecutive months during a contract period shall constitute an immediate Progress Meeting with the Multi-functional Team. All remedies shall be in accordance with the FAR 52.212-4 (a), Contract Terms and Conditions - Commercial Items, Inspection/Acceptance.

5.3.3. All valid customer complaints shall be re-performed in accordance with paragraph 5.3.3.1. If the contractor challenges the validity of the complaint and the COR and contractor cannot come to agreement, the customer complaint will be forwarded to the Contracting Officer (CO) for resolution. Customer complaints will be tracked and if the performance threshold is exceeded, action will be taken by the CO in accordance with the applicable Inspection/Acceptance clause.

5.3.4. The COR is required to develop and maintain a customer complaint with a log/schedule for each area covered in the PWS. This log/schedule should identify each valid customer complaint with the corrective action taken annotating response time, to include validation of the complaint.

6. PERFORMANCE MANAGEMENT. This section identifies the use of performance measurement information to effective positive change in organizational culture, systems, and processes, by helping to set agreed upon performance goals, allocating and prioritizing resources, informing managers to either confirm or change current policy or program directions to meet those goals, and sharing results of performance in pursuing those goals.

6.1. Market Research: On-going market research is conducted to ensure that contract requirements remain current with commercial standards, practices and industry performance evaluation methods.

6.2. COR Records Review: The contract administrator will review the COR’s surveillance files no less than semi-annually to ensure surveillance is properly conducted and documented, and that contractor performance is within acceptable levels. This review will be documented and acknowledged by the CO and FC.

a. Surveillance Files: An inspection file must be developed and maintained by the primary COR. This folder is typically contained as a hard copy, but may be maintained in a computer database provided there is adequate back up of the data to preclude accidental loss. The surveillance folder must contain the following sections, but may contain any other sections or information that the COR finds useful.

(1) Section 1: QASP

(2) Section 2: Contractor’s Quality Control Plan (QCP) (if required)

(3) Section 3: Surveillance Documents – The type of information that may be included are details of inspections or data gathering, conversations or meetings with the contractor, notes and comments that may be of value at some later date.

(4) Section 4: Contract – Performance Work Statement (PWS), final contract/modifications, directive documents, references, and pertinent terms defined by the contract, equipment listings, etc.

(5) Section 5: Appointment Letters/Certificates of Training – COR appointment letters and training certificates (DAU CLC 106, CLC 107, CLM 0003, QAPC/CO Led Training, WAWF, CTIPS, etc.) and Letter of Delegation to the assigned Functional Commander

(6) Section 6: Records – A section used for filing all documentation associated with contract quality assurance, e.g., correspondence, CO inputs, complaint log and customer complaints.

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

Customer Complaint Record Template, Feb 05 (SAF/AQCP) COMPLAINANT - 1

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

Customer Complaint Record Template, Feb 05 (SAF/AQCP) QAE - 2

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

Customer Complaint Record Template, Feb 05 (SAF/AQCP) CONTRACTOR - 3

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

Customer Complaint Record Template, Feb 05 (SAF/AQCP) CONTRACT ADMINISTRATOR - 4 image1.png