Attachment_3_-_QASP.pdf

FA4897-15-B-0003

Attachment 3

QUALITY ASSURANCE SURVEILLANCE PLAN

CUSTODIAL SERVICES

MOUNTAIN HOME AFB ID

INFORMATIONAL PURPOSE ONLY

FUNCTIONAL

COMMANDER/DIRECTOR

NAME KEVIN J. OSBORNE

SIGNATURE

CONTRACTING OFFICER

NAME VANESSA CHAVEZ

SIGNATURE

CONTRACT ADMINISTRATOR

NAME LINDSEY ASHBY

SIGNATURE

CONTRACTING OFFICER’S

REPRESENTATIVE (PRIMARY)

NAME GUY CUMBER

REPRESENTATIVE (ALTERNATE)

NAME

REPRESENTATIVE (ALTERNATE)

CONTRACTOR

SECTION I

CONTRACT ASSESSMENT

OBJECTIVE: To evaluate contractor actions while implementing this PWS. It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective on the Services Summary (SS) in the custodial services contract.

RESULTS/GOALS: The Multi-Functional Team (MFT) is attempting to improve customer service efficiently, maximize contractor performance and enhance cost savings.

ROLES AND RESPONSIBILITIES OF THE MULTI-FUNCTIONAL TEAM (MFT): The overall responsibility of the MFT is to design a mission support strategy that aligns mission performance needs with a performance-based strategy.

1. Functional Commander/Functional Director (FC/FD): Identifies mission essential services, including developing the necessary documents in accordance with DoDI 3020.37, Continuation of Essential DoD Contractor Services During Crisis. Responsible for submitting Performance Work Statement (PWS) in accordance with FAR 37. Assigns primary and alternate Contracting Officer’s Representative (COR). Reviews contractor performance documentation, prepared by COR, on a regular basis to ensure performance is compatible with contract and mission objectives while supporting higher level of contractor performance and fostering synergistic partnerships. Plans, programs, and budgets adequate funds to ensure execution is within approved funding baseline.

2. Contracting Officer: Fosters partnership with industry. Ensures key stakeholders participate in developing, implementing, and executing the acquisition strategy and acts as business advisor.

Researches the commercial marketplace to ensure the MFT is using the most efficient and effective assessment methods, techniques, and best commercial practices in performance of the contract. Ensures a best value source selection based on the requirements of the Request for Proposal. Awards the contract and executes any modifications to the contract after award.

Recommends changes to the Quality Assurance Surveillance Plan (QASP).

3. Contract Administrator: Responsible for the day-to-day administration of the contract.

Notifies and advises the Contracting Officer on issues related to the performance of the contract and contractor.

4. Contracting Officer’s Representative (COR): Provide quality assurance functions and ensure contract quality requirements, provisions, standards, and thresholds are defined, practical, enforceable, necessary, and verifiable. Evaluate and document contractor’s performance in accordance with the QASP. Assess and manage contractor performance data, to include submitting Contractor Performance Assessment Reporting System (CPARS) reports. Notifies the Contracting Officer of any significant performance deficiencies. Maintain surveillance documentation. Recommend improvements to the QASP and PWS throughout the life of the contract. Participate in MFT meetings providing results of surveillance and recommendations for incentives. Responsible for acceptance of services.

VALIDATION OF OBJECTIVES: The MFT will use data collected by the COR during surveillance and meet with the contractor at least quarterly to discuss areas of concern as well as areas that are working well.

SECTON II

CONTRACTOR ASSESSMENT

GENERAL: COR will use this QASP as a tool to assess the contractor’s performance against the performance thresholds and measurements identified in the contract. The MFT will meet at least quarterly with the contractor to discuss contract and contractor performance.

1. The purpose of the QASP is to provide the COR with an effective, systematic method for evaluating the contractor's performance and is based on the premise that the Government desires to maintain a quality standard in custodial services. COR must be objective, fair, and consistent in evaluating contractor performance against contract requirements.

2. This QASP recognizes that the contractor, not the Government, is responsible for management and quality control actions required to meet the terms of the contract. The role of the Government is to ensure contract standards are achieved. The Government recognizes the contractor is not a perfect manager and that unforeseen and uncontrollable problems do occur.

However, good management and a strong quality control program will minimize those unforeseen problems. Any nonconformance with contract requirements is a "defect". The term "defect" is used in reference to a service output (Performance Objective) in the SS that does not meet the output's associated performance threshold. The preferred course of action upon discovery of unacceptable service is to require the contractor to re-perform at no additional cost.

If the contractor's performance does not meet the thresholds in the SS, the COR will notify the Contracting Officer immediately.

3. The COR must document each surveillance as accomplished. Documenting surveillance is of major importance. The Contracting Officer cannot properly administer the contract without documentation of actual surveillance. The COR shall submit monthly performance reports that reflect the contractor’s overall performance for the previous month. The contractor or contractor’s on-site representative will be requested to sign the monthly performance report prior to the COR submitting it to the Contracting Officer. The performance report shall be submitted to the Contracting Officer no later than the 10th day of the following month. All documentation resulting from surveillance becomes a permanent part of the contract file. At the conclusion of the contract, or as directed by the Contracting Officer, COR must provide all surveillance documentation to the Contracting Officer for inclusion in the official contract file.

4. If the number of complaints/defects exceeds the performance threshold for any item in the SS, the COR will determine the possible cause of this unacceptable performance. Government-caused complaints/defects shall not be counted against the contractor. If the contractor's performance is judged unacceptable, COR will inform the contractor's on-site representative, and request he/she initial and date surveillance documentation acknowledging notification. If the contractor disputes the results of surveillance, COR must notify the Contracting Officer.

5. Documentation is required to record, evaluate, and report contractor's performance. This documentation provides the Contracting Officer with contractor status as it applies to the performance criteria. Every effort should be made to make this report to the Contracting Officer as accurate as possible. The COR are required to maintain accurate records of the contractor's performance and keep the FC informed of all data pertaining to contractor status.

6. Although the SS contains only those items considered most important for mission accomplishment, the Government retains the right to inspect all requirements of the contract.

COR may choose to periodically inspect requirements not listed on the SS.

7. COR are responsible for certifying receipt of the contractor's services and determining payment due on a monthly basis. QA may use DD Form 250 or letter to certify services, which must be submitted to the wide area workflow coordinator no later than the seventh working day of the month for the previous month.

8. Performance meetings (multi-functional team meetings) will be held quarterly or more often as requested by the Contracting Officer, COR, or the contractor. COR are required to attend these meetings.

9. Revisions to this QASP are the joint responsibility of the functional area, the contracting office, and the QA Program Coordinator.

SERVICES SUMMARY:

Performance Threshold (Per Building)

Performance Tasks PWS Para 0 – 50,000 Sq. Ft.

50,000 – 150,000 Sq. Ft.

150,000 and Up Sq. Ft.

Re-performance Threshold

Method of Evaluation

SS-1

Facility Cleaning Service Level 1 Bldg 512 and Level 4 Facilities.

1.1-1.1.5 No more than 1 valid minor nonconformance per month, No more than 1 Major nonconformance per 3 month period*

No more than 2 valid minor nonconformance per month, No more than 1 Major nonconformance per 3 month period*

No more than 3 valid minor nonconformance per month, No more than 1 Major nonconformance per 3 month period*

Re-performance Within 2 hours of notification to Contractor.

Periodic Surveillance.

Validated 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 No more than 3 valid minor nonconformance per month, No more than 1 Major nonconformance per 3 month period*

No more than 4 valid minor nonconformance per month, No more than 1 Major nonconformance per 3 month period*

No more than 5 valid minor nonconformance per month, No more than 1 Major nonconformance per month *

Re-performance Within 2 hours of notification to Contractor.

Periodic Surveillance.

Validated customer complaint

SS-3

Periodic Cleaning Services Level 1 Bldg 512 and Level 4 Facilities.

1.3- 1.3.2 No more than 1 valid minor nonconformance per month, No more than 1 Major nonconformance per 3 month period*

No more than 2 valid minor nonconformance per month, No more than 1 Major nonconformance per 3 month period*

No more than 2 valid minor nonconformance per month, No more than 1 Major nonconformance per 3 month period*

Re-performance Within 2 hours of notification to Contractor.

Periodic Surveillance.

Validated customer complaint

SS-4

Quality Control Inspection procedures and other requirements, as defined in the Contractor’s Quality Control Plan (incorporated into contract after award) are followed and documented.

2.1 2 Minor nonconformance’s per month.

1 valid Major defect per month.*

2 Minor nonconformance’s per month.

1 valid Major defect per month.*

3 Minor nonconformance’s per month.

1 valid Major defect per month.*

Contractor shall provide a written Corrective Action Plan, and execute to plan.

Periodic Surveillance.

Validated customer complaint

SS-5

Special Requirements

a. Child Development Center(s)

b. FitnessCenter

c. YouthCenter

d. School Age Program

1.4, inclusive

No more than 2 valid Minor nonconformance’s per month.

No more than 3 valid Minor nonconformance’s per month.

No more than 3 valid Minor nonconformance’s per month.

Re-performance Within 2 hours of notification to Contractor.

Periodic Surveillance.

Validated customer complaint

* Validity of nonconformance’s as determined by the Contracting Officer and/or COR

* Validity of nonconformance’s as determined by the Contracting Officer and/or COR

* Validity of nonconformance’s as determined by the Contracting Officer and/or COR

* Validity of nonconformance’s as determined by the Contracting Officer Representative

(COR)

PERFORMANCE TASKS:

FACILITY CLEANING SERVICE SS-1

PERFORMANCE THRESHOLD: (Per Building):

0 – 50,000 Sq. Ft. – 1 Valid Minor Defects per month / 1 Major Valid Defect per 3 month period

50,000 – 150,000 Sq. Ft. – 2 Valid Minor Defects per month / 1 Major Valid Defect per 3 month period

150,000 and Up Sq. Ft. – 3 Valid Minor Defects per month / 1 Major Valid Defect per month

Method of Surveillance: Periodic Surveillance and Customer Complaint

Procedures: This method requires the COR to employ a “spot check” style of evaluation based on the contractor’s incorporated Cleaning Frequency Schedule (CFS) (PWS paragraph 4.19).

Periodic surveillances will be conducted on a scheduled basis (daily, weekly, monthly, quarterly, semi-annual or annually) and may be adjusted, based on quality trends. The CFS or modified version thereof shall be used for COR scheduled inspections and results documentation. The COR will receive and investigate complaints. The COR shall be responsible for initially validating customer complaints. The Contracting Officer shall make final determination of the validity of customer complaint(s) in cases of disagreement with the COR and the contractor.

Remedy: When non-performance occurs for this SS item and re-performance is possible as determined by the COR and the Contracting Officer, the contractor will have two hours to re-perform upon notification from the COR. When re-performance cannot take place as determined by the COR and the Contracting Officer, the government will consider the item to be a defect and will be documented as such. If the contractor does not meet the minimum standards, as stated in the PWS, on a continuing basis or when a trend can be identified, the Contracting Officer may issue a Cure Notice. If the trend continues, the Contracting Officer may issue a Show Cause Notice. If the trend still continues, the Contracting Officer may begin termination procedures.

RESTROOM/LOCKER ROOMS CLEANING SERVICES SS-2

0 – 50,000 Sq. Ft. – 3 Valid Minor Defects per month / 1 Major Valid Defect per 3 month period

50,000 – 150,000 Sq. Ft. – 4 Valid Minor Defects per month / 1 Major Valid Defect per 3 month period

150,000 and Up Sq. Ft. – 5 Valid Minor Defects per month / 1 Major Valid Defect per month

Method of Surveillance: Periodic Surveillance and Customer Complaint

Procedures: This method requires the COR to employ a “spot check” style of evaluation based on the contractor’s incorporated Cleaning Frequency Schedule (CFS) (PWS paragraph 4.19).

Periodic surveillances will be conducted on a scheduled basis (daily, weekly, monthly, quarterly, semi-annual or annually) and may be adjusted, based on quality trends. The CFS or modified version thereof shall be used for COR scheduled inspections and results documentation. The COR will receive and investigate complaints. The COR shall be responsible for initially validating customer complaints. The Contracting Officer shall make final determination of the validity of customer complaint(s) in cases of disagreement with the COR and the contractor.

Remedy: When non-performance occurs for this SS item and re-performance is possible as determined by the COR and the Contracting Officer, the contractor will have two hours to re-perform upon notification from the COR. When re-performance cannot take place as determined by the COR and the Contracting Officer, the government will consider the item to be a defect and will be documented as such. If the contractor does not meet the minimum standards, as stated in the PWS, on a continuing basis or when a trend can be identified, the Contracting Officer may issue a Cure Notice. If the trend continues, the Contracting Officer may issue a

PERIODIC CLEANING SERVICES SS-3

0 – 50,000 Sq. Ft. – 1 Valid Minor Defects per month / 1 Major Valid Defect per 3 month period

50,000 – 150,000 Sq. Ft. – 2 Valid Minor Defects per month / 1 Major Valid Defect per 3 month period

150,000 and Up Sq. Ft. – 3 Valid Minor Defects per month / 1 Major Valid Defect per month

Method of Surveillance: Periodic Surveillance and Customer Complaint

Procedures: This method requires the COR to employ a “spot check” style of evaluation based on the contractor’s incorporated Cleaning Frequency Schedule (CFS) (PWS paragraph 4.19).

Periodic surveillances will be conducted on a scheduled basis (daily, weekly, monthly, quarterly, semi-annual or annually) and may be adjusted, based on quality trends. The CFS or modified version thereof shall be used for COR scheduled inspections and results documentation. The COR will receive and investigate complaints. The COR shall be responsible for initially validating customer complaints. The Contracting Officer shall make final determination of the validity of customer complaint(s) in cases of disagreement with the COR and the contractor.

Remedy: When non-performance occurs for this SS item and re-performance is possible as determined by the COR and the Contracting Officer, the contractor will have two hours to re-perform upon notification from the COR. When re-performance cannot take place as determined by the COR and the Contracting Officer, the government will consider the item to be a defect and will be documented as such. If the contractor does not meet the minimum standards, as stated in the PWS, on a continuing basis or when a trend can be identified, the Contracting Officer may issue a Cure Notice. If the trend continues, the Contracting Officer may issue a

QUALITY CONTROL SS-4

0 – 50,000 Sq. Ft. – 2 Valid Minor Defects per month / 1 Major Valid Defect per month

50,000 – 150,000 Sq. Ft. – 2 Valid Minor Defects per month / 1 Major Valid Defect per month

150,000 and Up Sq. Ft. – 3 Valid Minor Defects per month / 1 Major Valid Defect per month

Method of Surveillance: Periodic Surveillance and Customer Complaint

Procedures: This method requires the COR to employ a “spot check” style of evaluation based on the contractor’s incorporated Cleaning Frequency Schedule (CFS) (PWS paragraph 4.19).

Periodic surveillances will be conducted on a scheduled basis (daily, weekly, monthly, quarterly, semi-annual or annually) and may be adjusted, based on quality trends. The CFS or modified version thereof shall be used for COR scheduled inspections and results documentation. The COR will receive and investigate complaints. The COR shall be responsible for initially validating customer complaints. The Contracting Officer shall make final determination of the validity of customer complaint(s) in cases of disagreement with the COR and the contractor.

Remedy: When non-performance occurs for this SS item the contractor shall provide a written corrective action report. When a written corrective action report is not sufficient as determined by the COR and the Contracting Officer, the government will consider the item to be a defect and will be documented as such. If the contractor does not meet the minimum standards, as stated in the PWS, on a continuing basis or when a trend can be identified, the Contracting Officer may issue a Cure Notice. If the trend continues, the Contracting Officer may issue a

SPECIAL CLEANING REQUIREMENTS SS-5

PERFORMANCE THRESHOLD: (Per Building):

0 – 50,000 Sq. Ft. – 2 Valid Minor Defects per month

50,000 – 150,000 Sq. Ft. – 3 Valid Minor Defects per month

150,000 and Up Sq. Ft. – 3 Valid Minor Defects per month

Method of Surveillance: Periodic Surveillance and Customer Complaint

Procedures: This method requires the COR to employ a “spot check” style of evaluation based on the contractor’s incorporated Cleaning Frequency Schedule (CFS) (PWS paragraph 4.19).

Periodic surveillances will be conducted on a scheduled basis (daily, weekly, monthly, quarterly, semi-annual or annually) and may be adjusted, based on quality trends. The CFS or modified version thereof shall be used for COR scheduled inspections and results documentation. The COR will receive and investigate complaints. The COR shall be responsible for initially validating customer complaints. The Contracting Officer shall make final determination of the validity of customer complaint(s) in cases of disagreement with the COR and the contractor.

Remedy: When non-performance occurs for this SS item and re-performance is possible as determined by the COR and the Contracting Officer, the contractor will have two hours to re-perform upon notification from the COR. When re-performance cannot take place as determined by the COR and the Contracting Officer, the government will consider the item to be a defect and will be documented as such. If the contractor does not meet the minimum standards, as stated in the PWS, on a continuing basis or when a trend can be identified, the Contracting Officer may issue a Cure Notice. If the trend continues, the Contracting Officer may issue a