1c_QASP.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

LODGING SERVICES

FOR

DYESS AFB, TX

307th BOMB WING/489th BOMB GROUP

1. Purpose: This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate the contractor’s performance while implementing the terms and conditions of the contract. It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective on the Services Summary (SS) in the contract. The QASP provides a systematic method to evaluate the services the contractor is required to furnish. It is based on the premise that the contractor, and not the government, is responsible for management and quality control actions to meet the terms of the contract.

The role of the government quality assurance is to ensure contract standards are met. The Contracting Officer Representative (COR) is to be objective, fair and consistent in evaluating contractor performance against the standards. This QASP implements the requirements of Air Force Federal Acquisition Regulation (AFFAR) dated 21 Apr 2010.

2. Objective: To provide quality lodging accommodations to the 307th Bomb Wing/489th Bomb Group, Unit Training Assembly (UTA) personnel.

3. Results of the Multi-Functional Team (MFT): The goals of this team is to manage this contract and to provide an avenue to collectively work together to create a strong working relationship between the using agency, contracting and the contractor and provide the highest level of contract performance and customer service.

4. Key Management Duties/Responsibilities:

4.1 7th Contracting Squadron Commander:

4.1.1 Serves as Business Advisor to senior leadership.

4.1.2 Provides Management and Oversight of the Acquisition of Services Process (MOASP) reports on service acquisitions to the MAJCOM annually.

4.1.3 Ensures the Acquisition Team exercises acquisition authorities and responsibilities according to the Federal Acquisition Regulation (FAR), Department of Defense Federal Acquisition Regulation Supplement (DFARS) and Air Force Federal Acquisition Regulation Supplement (AFFARS).

4.1.4 Ensures a Quality Assurance Program Coordinator (QAPC) is appointed and trained by AETC prior to conducting local training.

4.1.5 Ensures COR individual training plans are tailored to the local mission and COR responsibilities.

4.1.6 Ensures consistent guidance to customers given by COR and other functional areas such as Acquisition Centers of Excellence or similar offices.

4.2 Functional Commander (FC):

4.2.1 Identifies mission essential services, to include developing the necessary documents in accordance with DoDI 1100.22, Policy and Procedures for Determining Workforce Mix.

4.3 COR Supervisor

4.3.1 Assigns a primary and an alternate COR.

4.3.2 Reviews contractor performance documentation, prepared by COR, on a regular basis to ensure performance is compatible with contract and mission objectives while supporting a higher level of contractor performance, and fostering partnerships.

4.4 Acquisition Team: This is a customer-focused team of stakeholders for this acquisition. The purpose of this team is to create an environment that shapes and executes an acquisition. The emphasis is on teamwork, trust, common sense and agility. These stakeholders are responsible for the acquisition throughout the life of the requirement. The team includes, but it is not limited to the following:

4.4.1 Contracting Officer (CO):

4.4.1.1 Is the only person with the authority to enter into, administer and/or terminate contracts and make related determinations and findings.

4.4.1.2 Develops, implements, and executes a source selection, if applicable, that provides an integrated assessment of the offeror’s proposal and ensures a best value source selection based on the requirements of the solicitation.

4.4.1.3 Develops, implements and manages milestones to ensure the acquisition supports mission requirements within the approved funding baseline.

4.4.1.4 Ensures open communication is maintained between all parties throughout the life of the requirement.

4.4.1.5 Delegates authority for inspection and/or acceptance to COR in accordance with the terms and conditions of the contract.

4.4.1.6 Informs the contractor of the names, duties, and limitations of authority for all COR assigned to the contract.

4.4.1.7 Periodically assesses the CORs performance, not less than quarterly, and advises the COR of any problems.

4.4.1.8 Manages contractor performance assessment data, including submitting Contractor Performance Assessment Reporting System (CPARS) reports.

4.4.1.9 Maintains in the contract file documentation of training provided by contracting personnel and/or COR identified herein.

4.4.1.10 Advises the Acquisition Team on performance plan development.

4.4.1.11 Acquisition Team advisor for developing incentives/remedies as appropriate tied to performance objectives and performance thresholds.

4.4.1.12 Issues contract modifications as necessary.

4.4.1.13 Takes appropriate action should unacceptable contract performance occur.

4.4.2 Contract Administrator (CA):

4.4.2.1 Is the focal point for issues regarding the contract.

4.4.2.2 Prepares and processes modifications to the contract.

4.4.2.3 Assists the CO in ensuring contractor performance meets contract standards.

4.4.2.4 Records and transcribes minutes of meetings held.

4.4.2.5 Conducts contract specific training.

4.4.3 Contracting Officer Representative (COR)

4.4.3.1 Develops technical requirements and Independent Government Estimates (IGE) for contract services.

4.4.3.2 Evaluates and documents the contractor’s performance in accordance with the procedures set forth in this QASP.

4.4.3.3 Immediately notifies the CO of any significant performance deficiencies.

4.4.3.4 Maintains assessment documentation throughout the life of the contract.

4.4.3.5 Certifies acceptance of services. The COR will certify receipt of acceptable contractor services each month in accordance with the terms and conditions of the contract. The contractor’s invoice may be used for this certification. The COR will accept the invoice in Wide Area Work Flow (WAWF) when correct.

4.4.3.6 Promotes business decisions to meet customer requirements by researching the marketplace to remain current with the most efficient and effective performance assessment methods and techniques. Performs market research throughout the life of the requirement to ensure the team is knowledgeable of the commercial marketplace.

4.4.3.7 Fosters partnerships with industry to ensure exchanges of information with the service industry and other business experts.

4.4.3.8 Identifies opportunities to improve performance throughout the life of the contract, including benchmarking against industry, identifying initiatives, assessing the risk associated with these initiatives, using the QASP for implementing initiatives brought forward, and monitoring the success of implementation.

4.4.3.9 Recommends any changes necessary to the contract, Performance-Based Work Statement (PWS), QASP, or other requirements to provide more effective operations or eliminate unnecessary costs.

4.4.4 Quality Assurance Program Coordinator:

4.4.4.1 Supports the Acquisition Team in the development of contract requirements specifically ensuring that requirements are clearly stated and enforceable.

4.4.4.2 Trains COR on the contracting requirements associated with the quality assurance program.

4.4.4.3 Provides Initial COR training and as part of the initial training, documents COR acknowledgement of their requirement to 1) evaluate and document contractor’s performance in accordance with the QASP; 2) notify the contracting officer of any significant performance deficiencies and provide any recommendations to improve the QASP or PWS; and 3) Maintain surveillance documentation.

4.4.4.4 Assists in development of quality assurance related training as requested.

4.4.4.5 Processes, maintains, and updates quality assurance appointments and delegation memos.

4.4.4.6 Maintains documentation of COR initial training and Contract Specific Training provided by contracting personnel.

4.4.4.7 Assists the market research efforts of the Acquisition Team in determining commercial quality assurance practices.

4.4.4.8 Assists as required with the evaluation of the contractor’s Quality Control Plan

(QCP).

4.4.4.9 Provides refresher training annually, if necessary, to ensure the COR are up to date with all required changes.

4.4.4.10 Trains CORs and COR management (e.g. COR Supervisors, Functional Commanders/Functional Directors (FC/FD)) on the contracting requirements associated with the quality assurance program.

4.4.4.11 Reviews and coordinates all PWS and QASP, and any subsequent changes.

4.4.5 Small Business Specialist:

4.4.5.1 Assists small businesses, including veteran-owned, service disabled veteran-owned, HUBZone, small disadvantaged, and women-owned small business concerns in marketing their products and services with the government.

4.4.5.2 Provide information and guidance on (1) government procurement procedures,

(2) how to be placed on the solicitation mailing lists, and (3) how to identify prime contract and subcontract opportunities.

4.4.6 Financial Representative:

4.4.6.1 Plans, programs and budgets adequate funds to ensure the execution is within approved funding baseline.

4.4.7 Legal Representative:

4.4.7.1 Provides legal review of the solicitation and contract.

4.4.7.2 Provides legal advice on contracting issues.

4.4.8 Safety Representative:

4.4.8.1 Provides support to the COR during the semi-annual inspections ensuring that the overall safety environment of the lodging facility is satisfactory in accordance with the Air Force Instruction Air Force Consolidated Occupational Safety Instruction, paragraphs 41.2-41.3.

4.4.8.2 Submits inspection results to the COR in a timely manner.

4.4.9 Public Health Representative:

4.4.9.1 Provides support to the COR during the semi-annual inspections ensuring that the overall sanitation of the lodging facility is satisfactory in accordance with AFI 48- 116 and 48-117.

4.4.9.2 Submits inspection results to the COR in a timely manner.

4.4.10 Fire Department Representative:

4.4.10.1 Provides support to the COR during the semi-annual inspections ensuring that the overall fire and safety environment of the lodging facility is satisfactory in accordance with the National Fire Protection Association (NFPA) Codes 10, 70, 101 and 96.

4.4.10.2 Submits inspection results to the COR in a timely manner.

4.4.11 Contractor:

4.4.11.1 Complies fully with the terms and conditions of the contract.

4.4.11.2 Participates as a member of the Acquisition Team in the post-award management phase.

4.4.11.3 Maintains and implements a QCP that compliments the QASP. Submits changes to the QCP within 30 days of occurrence.

4.4.11.4 Ensures that non-conforming contract services are identified, and corrected.

QCP is revised to prevent recurrence.

4.4.11.5 Tenders to the Government for acceptance only those services that conform to contract requirements.

4.4.11.6 Recommends any changes to the contract that will provide more effective operations or eliminate unnecessary costs.

5. Performance Assessment: Periodic inspections and valid customer complaints will be used to assess contractor performance.

5.0 SERVICE SUMMARY

Performance Objective PWS Paragraph Performance

Threshold Method(s) of Surveillance

1. Provide Quality Lodging Facility, Furnishing and Equipment

1.1 (except 1.1.3) 95% of rooms provided per month / No more than 7 discrepancies

Customer Complaint/ Periodic Inspection

2. Provide Quality Lodging Facility Services

1.2 (except 1.2.10.4)

95% of rooms provided per month / No more than 3 discrepancies

Customer Complaint/ Periodic Inspection

3. Provide a Safe Environment

1.1.3 Zero discrepancies Periodic Inspection

5.1 Assessment of SS Items:

5.1.1 Periodic Inspection:

5.1.1.1 Periodic surveillance/inspection is the type of surveillance that is based upon selecting samples for evaluation on other than 100% inspection or on a statistically random basis.

5.1.1.2 The contractor will be inspected every six (6) months. During the first month of the contract, the COR will schedule the semi-annual periodic inspections of the lodging facility. This schedule shall be marked “FOR OFFICIAL USE ONLY” and one copy provided to the CA and to each functional office participating in the inspections. Any change to the inspection schedule will be sent to the CA two weeks in advance of the scheduled inspection.

5.1.1.3 The lodging facility will be inspected by a team comprised of Contracting, Services, Safety Technician, Public Health, and the Fire Department. Inspection will be in accordance with the PWS paragraph 1.1 and 1.2. The checklist at attachment 1 will be used.

5.1.1.4 At the completion of the inspections, the inspection team will submit their checklist, with all their findings, to the COR on the third duty day following the inspection. The COR will review the results of the inspection. If the inspection of the facility reveals unsatisfactory conditions, the COR shall complete and issue the contractor a Corrective Action Report (CAR) (See attachment 2). A CAR will be issued for each item that is unsatisfactory by close of business on the fifth duty day following the inspection. The contractor will submit responses to each CAR by close of business on the tenth duty day after receipt of CAR. The results of the inspections and any resulting resolution of each item that is unsatisfactory must be documented. The COR shall maintain a CAR log (See attachment 3). The CAR log shall contain the CAR number, date issued, contractor’s name, description of the unacceptable performance, suspense date to correct the unacceptable performance and re-inspection date. All CARs and CAR logs become a permanent part of the COR assessment records. All CARs shall be submitted to the CO or CA at the end of the month.

5.1.1.5 The COR shall contact the CO or CA immediately in writing if any of the conditions listed below occurs:

5.1.1.5.1 If the contractor fails to meet a Performance Threshold.

5.1.1.5.2 If the contractor fails to provide adequate corrective action to preclude reoccurrence.

5.1.1.5.3 If the contractor fails to provide adequate corrective action within a prescribed suspense date.

5.1.2 Valid Customer Complaint:

5.1.2.1 The COR must furnish instructions to the customer receiving the contractor’s service. Instructions should cover the service to be assessed; the action that may be expected from the COR or CO as a result of the complaints; and the limitations on the customers in dealing with contractor personnel. The COR shall provide annual training to each Unit Lodging Monitor (ULM) regarding customer complaint procedures and the customer complaint form to use (see attachment 4). ULMs will provide training to all customers.

5.1.2.2 The COR is the point of contact and must collect all customer complaints.

Customer complaints shall be submitted to the COR within two days from the day service was received. The COR shall receive and validate or invalidate all complaints. If the complaint is invalid, the COR shall contact the complainant’s ULM and explain why it’s invalid. The ULM will advise complainant if complaint is deemed invalid by the COR. If the complaint is valid, the COR shall complete and issue the contractor a Corrective Action Report (CAR) (See attachment 2). A CAR will be issued for each item that is unsatisfactory by close of business on the fifth duty day following the day service was received. The contractor will submit responses to each CAR by close of business on the tenth duty day after receipt of CAR. If the contractor challenges the validity of any complaint and the COR and contractor cannot come to agreement, the complaint in question shall be forwarded to the CO for resolution. All complaints and any resulting resolution of such complaints must be documented. The COR shall maintain a CAR log (See attachment 3). The CAR log shall contain the CAR number, date issued, contractor’s name, description of the unacceptable performance, suspense date to correct the unacceptable performance and inspection date. All CARs and CAR logs become a permanent part of the COR assessment records. All CARs shall be submitted to the CO or CA at the end of the month.

5.1.2.3 The COR shall contact the CO or CA immediately in writing if any of the conditions listed below occurs:

5.1.2.3.1 If the contractor fails to meet a Performance Threshold.

5.1.2.3.2 If the contractor fails to provide adequate corrective action to preclude reoccurrence.

5.1.2.3.3 If the contractor fails to provide adequate corrective action within a prescribed suspense date.

5.2 Assessment of Non-SS Items: All other tasks required under the contract may be inspected on a random basis at a frequency determined by the FC, CO, and/or COR per the Inspection of Services Clause in the contract.

5.3 Remedies for Non-Conformance:

5.3.1 If unsatisfactory performance is not corrected by the suspense date provided on the CAR, rooms will be cancelled on a monthly basis until corrective action has been taken and verified by re-inspection. If rooms are cancelled, service will be provided by another lodging facility of equal quality and the difference in price will be the responsibility of the contractor in default.

5.3.2 If rooms have to be cancelled two months in a row due to lack of corrective action, the contract may be terminated at the discretion of the government.

5.4 Assessment Guides: See attachment 5

6. Performance Management:

6.1 Market Research: Market research is used as a tool throughout the life of the contract to ensure the requirement remains current with the most efficient and effective assessment methods and techniques of the commercial marketplace.

6.2 Acquisition Team Meetings: The Acquisition Team will manage the contract throughout the life of the contract. This team will form a partnership between the government and the contractor to ensure the best possible service is provided for the life of the contract. All performance assessment data will be reviewed at these meetings. If performance improvement is necessary, a plan of action will be created. Acquisition Team meetings shall be held by phone unless it is deemed necessary for a physical meeting to resolve concerns/issues. These meetings shall be held semi-annually.

6.3 Performance Metrics: Performance metrics will be used to track the contractor’s progress towards meeting the performance objectives in the Services Summary that is included in the PWS.

See Attachment 6

6.4 Disputes: Every attempt will be made to resolve all disputes arising under this contact/plan using the Alternate Dispute Resolution (ADR) as outlined in FAR 33.214. If no resolution can be made under ADR, the CO will render a Contracting Officer’s final decision.

7. Revisions: Revisions to this QASP are the joint responsibility of the FC, CO, COR and QAPC.

SERVICES OPR

DATE

LOCAL AREA HOTEL INSPECTION CHECKLIST

REFERENCES

INSPECTION/EVALUATION CONDUCTED BY:

DATE CONDUCTED:

ROOM NUMBER

Yes No N/A Yes No N/A

PWS-

1.1

LODGING FACILITY, FURNISHINGS, AND

EQUIPMENT

1.1.1 Is the lodging facility located within an 8 mile driving distance to Barksdale Air Force Base?

1.1.2 Is there at least one dining facility serving three meals a day within ½ mile of lighted walking distance to the lodging facility?

1.1.4 GUEST ROOM

1.1.4.1 Is the entrance door to the guest unit equipped with both primary lock and a secondary deadbolt lock?

Secondary Lock Variances - If the lodging establishment has sliding glass or French doors, is it equipped with an effective locking device?

Are doors to connecting guest units or maintenance corridors equipped with a deadbolt lock?

Is the entrance door to the guest unit equipped with a view port or window convenient to the door?

Are all doors, shall be free from physical defects that compromise safety/security?

Are emergency procedures, exit diagram and location of fire extinguishers posted on entrance door? (applies to lodging facilities with interior rooms)

Is room number posted on or near the entrance door?

1.1.4.2 If the window is overlooking a common walkway or in a ground floor room; is it equipped with a functional lock?

Are windows provided drapes with blackout lining, shades or blinds? If only drapes are provided, do they screen out light?

Are windows well maintained, with no cracks or other defects?

1.1.4.3 Are ceilings and walls finished in paint or wall covering?

Are ceilings and walls free from damage?

1.1.4.4 Do floors in bedroom have good quality carpet or wood or tile floors with area rugs?

Are floor coverings free from any damage such as tears, cracks, etc?

1.1.4.5 Are rooms equipped with individual room-controlled

heating/air conditioning units?

Is there proper ventilation?

Are air filters the proper size in accordance with manufacturer’s recommendations?

Are air filters replaced or cleaned in accordance with

Attachment 1 manufacturer’s recommendations? Are they free from damage?

1.1.4.6 Is there very good overall illumination provided by at least two or more well-positioned sources?

Yes No N/A Yes No N/A

Is there good illumination at a writing surface, a sitting area, and at each bed illuminating the area to at least the level illuminated by a standard 60W light bulb?

1.1.4.7 Is a light switch provided near the entrance door for at least one lamp?

Are all electrical cords, bulbs, lights and switches operational and free from defects?

Are there sufficient electrical outlets and are they easily accessible?

1.1.4.8 Does the level of soundproofing muffle outside noises and normal sounds in adjacent units and public areas?

1.1.4.9 Do rooms provide closet or hanger space with a minimum of 6 wood/plastic hangers plus 2 pant/skirt hangers?

1.1.4.1

Are rooms provided with a “Do Not Disturb” sign?

1.1.4.1

Do rooms provide the following furnishings and equipment?

Beds that have a firm mattress with box springs, mattress pad or cover, four pillows for Queen, two pillows per full/twin (pillows must be odorless and hypoallergenic. Pillow must be machine washable)and pillow cases, two sheets, one blanket and one bedspread

One lamp per writing table, each end table, or wall-mounted lamp for bed area (Other types of light fixtures will suffice)

A dresser or other adequate drawer space One full length mirror (55” or 1.4 meters minimum length) A telephone with emergency numbers posted on or near it.

One luggage rack or equivalent bench space One writing table with chair Note pad and pen or pencil One lined wastebasket One television with remote control (TV directory) One alarm clock

Are the above listed furnishings and equipment in good repair with no signs of excessive wear, fading, stains, holes or fraying?

1.1.5 BATHROOMS

Does each guest room have its own private bathroom?

Do bathrooms have a fully functioning tub and/or shower, toilet and sink? Sink may be located in plain view of the bedroom area.

Does the tub and/or shower have a door or curtain?

Does the tub and/or shower have a non-slip surface or is a rubber mat available for use on any non-skid resistant surface?

Is the tub and/or shower caulking and tile in good condition?

Are towel bars/shelves’ in good condition and firmly affixed to the wall in close proximity to tub and/or shower and vanity area?

Are hooks or racks provided for robes or clothing?

Is there a vanity table or adequate shelf space for toiletries near the sink?

Is there a large mirror (minimum 18” x 30”) with ample light for shaving/make-up?

Is there a GFI electrical outlet convenient to mirror?

Yes No N/A Yes No N/A

Is the quantity of hot water adequate for the maximum number of guests?

Are fixtures in good repair? Fixtures that control the flow of water shall not be cracked or leaking and shall operate properly to maintain a constant and adequate flow of water without sudden surges or temperature changes.

Is there proper ventilation by exhaust fan , window or vent? Is the window of frosted glass or a curtain provided for privacy?

Is bathroom floor in good condition? Grout and tile must be maintained properly and linoleum must not curl up, have major tears or excessive staining. Carpeting is not allowed in toilet area.

1.1.5 AMENITIES/TOILETRIES/SUPPLIES

Is there a minimum of one (preferably two)1 ¼ oz bars of individually wrapped bath soap or 1 ¼ oz bottles?

Is there a minimum of two drinking glasses? Glass or cup must be covered or turned upside-down on a clean, sanitary surface.

Individually wrapped plastic cups may be used instead of glasses.

Is toilet tissue with extra roll available to guest (2-Ply)?

Is facial tissue provided (2-Ply)?

Are there two bath towels, two hand towels and two wash cloths? Are bath towels an adequate size for an average adult?

Are towels of good quality in good repair with no stains, ragged edges or fraying, or excessive fading?

Is there one cloth bath mat?

Is there a lined wastebasket?

Yes No N/A

1.1.6 PARKING FACILITY

Are parking facilities paved, marked and adequately lighted?

Does each parking spot receive at least indirect light?

Are sufficient parking spaces available for all guests?

Is a loading/unloading zone available for individual guests or for Air Force buses to deliver and pick up large groups of people?

1.1.7 SIGNAGE

Are all property signage legible and visible as appropriate?

Does the facility have directional signs on each floor depicting room number locations?

Does the facility have signs for common use areas such as dining, lobby, laundry, etc.?

1.1.8

INDOOR COMMON USE AREAS

(LOBBY AND PUBLIC RESTROOM)

Are all surfaces well maintained and free from damage, including but not limited to floors, walls, ceiling, doors, windows, window sills, baseboards, chair rails, heating/air conditioning systems, vents, blinds, ceiling fans, light fixtures, switch plates, furniture, upholstery, knick-knacks, decorative items, silk and real plants, etc

Are furnishings comfortable and well maintained?

Available seating should be appropriate for size of property and typical number of guests.

1.1.9 PROPERTY EXTERIOR

Are the grounds and gardens well maintained? Good weed control. No dead plants or trees.

Yes No N/A

Are corridors, hallways, stairways clean; no trash? Are they well illuminated by direct or indirect lighting?

Is the exterior of the facility clean, no peeling paint, broken windows or shutters, excessively dirty areas, or wood/brick/masonry deterioration?

PWS-

1.2

LODGING FACILITY SERVICES

REGISTRATION/FRONT DESK

1.2.1 Does the facility provide check-in/out service on a 24 hour basis, 7 days a week?

Is the facility equipped to process multiple check-in/outs simultaneously? Are they sufficiently staffed with trained personnel?

Are check-out times prominently posted?

1.2.2 Does the facility provide wake-up and message service on a 24 hour basis, 7 days a week?

1.2.3 Is the facility equipped to provide a means of storing and safeguarding guest valuables? Safety deposit boxes can be provided at the front desk or each guest room.

1.2.4 Is the facility equipped to provide a means of storing and securing luggage for guests when ready rooms are not available or at checkout?

1.2.5 Does the facility have available, upon request, ironing board and iron if not available in the guest rooms?

Does the facility have a first aid kit available at the front desk in case of emergencies?

Does the facility have available, upon request, amenities, toiletries, and supplies?

1.2.6 Does the facility have available, upon request, an information packet that contains information about local restaurants, shopping areas and entertainment?

Does the facility have available, upon request, a commercial telephone directory?

1.2.7 Does the facility provide management and staff personnel that present a neat appearance, are courteous, and operate ethically and professionally?

OTHER SERVICES

1.2.8 Does the facility provide telephone service on a 24 hours basis, 7 days a week in each guest room at no charge to the guest? Are local calls free of charge?

1.2.9 Does the facility provide a central TV antenna or cable TV service in each guest room?

Note: If any checklist item is marked with a “No” response, provide further explanation and attach to the checklist.

PUBLIC HEALTH OPR

ROOM NUMBER

Yes No N/A Yes No N/A

PWS-

1.2

LODGING FACILITY SERVICES

1.2.10.

HOUSEKEEPING – GUEST ROOM

Are all surfaces clean and stain, dust and mildew free, including but not limited to floors, walls, ceiling, doors, windows, window sills, baseboards, chair rails, heating/air conditioning systems, vents, blinds, ceiling fans, light fixtures, switch plates, furniture, upholstery, knick-knacks, decorative items, silk and real plants, etc.?

Are rooms fresh smelling, free of odors from dirt, mildew, mold, poor sanitation, or heavy deodorizers?

Are rooms and furniture free from insects, rodents and other pests?

HOUSEKEEPING - BATHROOMS

Is bathroom clean with no mildew, dust, rust, soap scum, stains, or grimy film on fixtures, ceiling, walls, or floors?

Is wastebasket lined and emptied daily?

Is bathroom fresh smelling, free of odors from dirt, mildew, mold, poor sanitation, faulty plumbing, or heavy deodorizers?

HOUSEKEEPING – INDOOR COMMON USE

AREAS

(LOBBY AND PUBLIC RESTROOM)

Yes

No

N/A

Are all surfaces clean and stain, dust and mildew free, including but not limited to floors, walls, ceiling, doors, windows, window sills, baseboards, chair rails, heating/air conditioning systems, vents, blinds, ceiling fans, light fixtures, switch plates, furniture, upholstery, appliances, knick-knacks, decorative items, silk and real plants, etc.?

Are rooms and furniture free from insects, rodents and other pests?

OTHER AREAS – RESTAURANT, DINING AREA, SWIMMING

POOL, SPAS, FITNESS CENTER, LAUNDRY ROOM, ICE

MACHINES, VENDING MACHINES

These areas are not a requirement; however, if on premises, they must be well maintained and meet general standards of safety, quality, and cleanliness.

1.2.11 LINEN SERVICE

Are bed sheets and pillow cases washed at least once a week or between occupants, whichever occurs first?

Are blankets, mattress covers, and bedspreads clean, without any objectionable odors and stains?

Are towels freshly laundered?

Yes

No

N/A

Dirty linen must not contaminate the facility or clean linen when handled, stored, and transported. Does the facility follow the following procedures:

Clean and dirty linen are kept separate on housekeeper carts?

Clean and dirty linen are kept separate within linen room?

Hand washing facilities are available in the linen room?

Linen handling is located as to prevent steam, odors, lint and objectionable noises from reaching personal living and guest rooms?

FIRE PREVENTION/SAFETY INSPECTION OPR

National Fire Protection Association (NFPA) Code 10, Code 70, Code 101 and Code 96

PWS-

1.1.3

FIRE PREVENTION/SAFETY INSPECTION

Fire detection systems Fire suppression systems General house keeping Egress routes Fire prevention Life safety Employee knowledge Extinguishers Cooking facilities Hoods and ducts Other

SAFETY INSPECTION OPR

Air Force Instruction 91-203 AF Consolidated Occupational Safety Instruction, paragraphs 41.2-41.3

PWS-

1.1.3

Walking and Working Surfaces, Aisles, and Passageways. Is every open-sided floor or platform 4 feet or more above adjacent floor or ground level guarded by a standard railing on all open sides, except where there is an entrance to a ramp, stairway, or fixed ladder?

Are all passageways and storage areas clean, dry, orderly, and in sanitary condition? Are spills promptly cleaned up?

Are nonslip surfaces and handrails provided for ramps with excessive slope?

Are aisles at least 30 inches wide to provide free movement of workers, equipment, and supplies?

Are all the requirements applying to flights of stairs having four or more risers adhered to?

Are riser height and tread width uniform throughout the flight of stairs?

Are all treads reasonably slip-resistant and free of projections or lips that could cause a tripping hazard?

Are vertical clearances above stair tread to overhead obstruction no less than 7 feet?

Electrical Installation and Equipment. Are circuit breakers and fuse boxes legibly marked to indicate their purpose (unless the purpose is evident)?

Are all wires that are joined, covered? Are flexible cords prohibited from use as a substitute for fixed wiring?

Are metal plugs prohibited unless specifically authorized by the NEC?

Are wires replaced when frayed or when insulation has deteriorated?

Are electrical outlets located away from kitchen and bathroom sinks?

Are all electrical receptacles (125 volt, single phase, 15 and 20 ampere) installed in bathrooms equipped with GFCI protection?

Are electrical outlets within 6 feet of kitchen or bathroom sinks equipped with GFCI protection?

Appliances. Are power cords that are frayed or damaged removed from service and tagged until repaired?

Other

CORRECTIVE ACTION REPORT (CAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACTOR

2. CONTRACT NUMBER

3. TYPE OF SERVICES

4. FUNCTIONAL AREA

5. SUSPENSE DATE

6. CONTROL NUMBER

7. DEFICIENCY

FINDING:

FINDING IMPACT:

Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the contractor is not required to provide a response.

8. QUALITY ASSURANCE PERSONNEL (COR)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

10. COR RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. COR DETERMINATION

ACCEPTED REJECTED

12. CLOSE DATE

Continuation Sheet

(Number to correspond with applicable Item Number on reverse)

Attachment 2

Attachment 2

CORRECTIVE ACTION REPORT (CAR) INSTRUCTIONS

Block 1. Enter Contractor Name.

Block 2. Enter Contract Number.

Block 3. Enter Contract Name or Type of Services.

Block 4. Enter Functional Area of the Contract.

Block 5. Enter the assigned suspense date given the contractor to provide a response to the CAR.

Block 6. All CARs will be tracked with a Control Number. The functional commander/functional director is the Issuing Authority for his/her contract Quality Assurance Evaluators (CORs) generating CARs. By providing the control number to the COR originating the CAR, the Issuing Authority demonstrates concurrence with the finding. The control number will be made up of the first two letters of the name of the site or contract, the last two digits of the calendar year, and a three digit number starting with 001 and progressing upward throughout the calendar year (e.g., WP04-001).

Block 7.

1. Finding: Clearly state the details of the finding followed by a reference to the stated contractual requirement. The reference must state the portion of the contract, part, section, paragraph and subparagraph and must make a complete brief quotation of the contract reference.

2. State the impact that the finding has or could have on the accomplishment of the mission that the contract provides.

3. When determining how long to give the contractor to respond to the identified finding, the normal is 10 working days. The suspense date should reflect this unless the finding requires a greater amount of time to come to solution.

Blocks 8 and 9. Contract CORs initiating a CAR must sign in Block 8 and the Issuing Authority signs in Block 9.

Each annotates the date at the time of signature.

Block 10. Upon review of the contractor’s reply, the originator of the CAR will enter comments regarding acceptance or rejection of the contractor’s response. This block may also contain any comments regarding follow-on inspections conducted or needed at a later date to validate that the finding has not reoccurred.

Block 11. The COR selects Accept or Reject after reviewing the contractor’s response.

Block 12. The COR enters a close date after advising the Issuing Authority that the contractor’s response is acceptable and the Issuing Authority concurs. The Issuing Authority will then forward the closed CAR to the contractor and report accordingly in the monthly Certificate of Service (COS) or other applicable contracting officer services report. This routing remains the same if the contractor response is unacceptable and the CAR remains open until an acceptable response is received except that the Issuing Authority forwards the open CAR back to the contractor for additional information.

Continuation Sheet. The Continuation Sheet is to be used to expand on any information that will not fit in the applicable numbered block.

Attachment 3

CONTROL

NUMBER

ISSUED

CONTRACTOR

UNACCEPTABLE

PERFORMANCE

SUSPENSE

DATE

INSPECTION

DATE

CLOSE

Attachment 3

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

Attachment 4

ASSESSMENT GUIDE FOR SS # 1

Provide Quality Lodging Facility, Furnishing and Equipment

1. Method of Surveillance: Customer Complaint

2. Performance Threshold: Performance is acceptable when 95% of rooms provided receive no customer complaints.

3. Inspection Procedures: When a customer complaint is received, the COR will validate the complaint. If the complaint is valid, the COR will issue a Corrective Action Report (CAR) for each item that is unsatisfactory by close of business on the fifth duty day following the day service was provided. The contractor will have 10 business days, after receipt of CAR, to take corrective action.

ASSESSMENT GUIDE FOR SS # 2

Provide Quality Lodging Facility Services

1. Method of Surveillance: Customer Complaint

2. Performance Threshold: Performance is acceptable when 95% of rooms provided receive no customer complaints.

3. Inspection Procedures: When a customer complaint is received, the COR will validate the complaint. If the complaint is valid, the COR will issue a Corrective Action Report (CAR) for each item that is unsatisfactory by close of business on the fifth duty day following the day service was provided. The contractor will have 10 business days, after receipt of CAR, to take corrective action.

ASSESSMENT GUIDE FOR SS # 3

Provide a Safe Environment

1. Method of Surveillance: Periodic Inspection

2. Performance Threshold: Performance is acceptable when zero discrepancies are noted during the periodic inspection.

3. Inspection Procedures: A semi-annual inspection will be conducted at the lodging facility by a team comprised of Contracting, Services, Safety Technician, Public Health and Fire Department. The inspection checklist at Attachment 1 will be used. The COR will issue a Corrective Action Report (CAR) for each item that is unsatisfactory by close of business on the fifth duty day following the inspection. The contractor will have 10 business days, after receipt of CAR, to take corrective action.

Attachment 5

ASSESSMENT GUIDE FOR SS # 4

Provide Quality Lodging Facility, Furnishing and Equipment

2. Performance Threshold: Performance is acceptable when no more than 7 discrepancies are noted during the periodic inspection.

3. Inspection Procedures: A semi-annual inspection will be conducted at the lodging facility by a team comprised of Contracting, Services, Safety Technician, Public Health and Fire Department. The inspection checklist at Attachment 1 will be used. The COR will issue a Corrective Action Report (CAR) for each item that is unsatisfactory by close of business on the fifth duty day following the inspection. The contractor will have 10 business days, after receipt

ASSESSMENT GUIDE FOR SS # 5

Provide Quality Lodging Facility Services

2. Performance Threshold: Performance is acceptable when no more than 3 discrepancies are noted during the periodic inspection.

3. Inspection Procedures: A semi-annual inspection will be conducted at the lodging facility by a team comprised of Contracting, Services, Safety Technician, Public Health and Fire Department. The inspection checklist at Attachment 1 will be used. The COR will issue a Corrective Action Report (CAR) for each item that is unsatisfactory by close of business on the fifth duty day following the inspection. The contractor will have 10 business days, after receipt

Attachment 5

Attachment 6

Lodging Facility (Name) Service Summary #1 –

Provide Quality Lodging Facility, Furnishing and Equipment

OCT NOV DEC JAN FEB MAR APR MAY JUN JUL AUG SEP

Complaints Corrected/Customer Request Corrected/CAR Issued

• Performance Period – November 11 thru October 12

• Method of Surveillance – Customer Complaint

• Performance Threshold – Performance is acceptable when 95% of rooms provided receive no customer complaints.

Lodging Facility (Name) Service Summary #2 –

Provide Quality Lodging Services

OCT NOV DEC JAN FEB MAR APR MAY JUN JUL AUG SEP

Complaints Corrected/Customer Request Corrected/CAR Issued

• Performance Period – November 11 thru October 12

• Method of Surveillance – Customer Complaint

• Performance Threshold – Performance is acceptable when 95% of rooms provided receive no customer complaints.

Lodging Facility (Name) Service Summary #3 –

Provide a Safe Environment

JAN JUL

Discrepancies Corrected

• Performance Period – November 11 thru October 12

• Method of Surveillance – Periodic Inspection (Semi-Annual)

• Performance Threshold – Performance is acceptable when zero (0) discrepancies are noted.

Lodging Facility (Name) Service Summary #4 –

Provide Quality Lodging Facility, Furnishing and Equipment

JAN JUL

Discrepancies Corrected

• Performance Period – November 11 – October 12

• Performance Threshold – Performance is acceptable when no more than seven (7) discrepancies are noted.

Lodging Facility (Name) Service Summary #5 –

Provide Quality Lodging Services

JAN JUL

Discrepancies Corrected

• Performance Period – November 11 – October 12

• Performance Threshold – Performance is acceptable when no more than three (3) discrepancies are noted.