Qasp_Feb_2019_Final_Signed.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

FOR

Housekeeping Services

Solicitation Number FA8601-19-Q-A041

Coordination and Review:

COR Supervisor Date

Contracting Officer Date

Quality Assurance Program Coordinator Date

Functional Director/Commander (optional) Date

Contract Specialist Date

February 2019

Part 1

PERFORMANCE

MANAGEMENT

INTRODUCTION:

1. OBJECTIVE

1.1 This Quality Assurance Surveillance Plan (QASP) has been developed to meet the needs of the organization, assess contract success, assess and document contractor performance in accordance with the requirements set forth in the Performance Work Statement, (PWS). The

QASP also provides the Contracting Officer Representative (COR) an effective and systematic surveillance method for each listed service. In addition, this implements the Multi-Functional

Team (MFT) concept. The goal of the MFT is to give all members/stakeholders the ability to maintain the highest quality representative service to our customers and propose/initiate improvements throughout the life of the contract. Under this concept, continual contract assessment will be focused on ensuring that the contract, as written, continues to meet the needs of the customer. The signatures, on the attached charter signature page, indicate membership in the MFT. Changes of team members will require an amendment to the charter signature page.

2. GOALS OF THE MULTI-FUNCTIONAL TEAM

2.1 The MFT should strive to achieve efficiencies in the contract performance and improved customer support. The team is composed of stakeholders in the acquisition process. The goal of the team is to define the requirement in performance based terms, assure contractor compliance with contract requirements and ensure that the contract as written continues to meet the needs of functional organization. In addition, another goal is implementation and execution of the acquisition strategy to ensure support of the mission. The role entails planning, programming, and budgeting for adequate funds, ensuring program execution within the approved funding, developing the milestones and managing execution to ensure the contract supports mission requirements within the approved scheduled baseline, and ensuring the program maintains accountability, and planning and managing of this service.

3. ROLES AND RESPONSIBILITIES

3.1. Chief of the Contracting Office (COCO):

3.1.1. Serves as Business Advisor to Wing Commanders, Group Commanders, AFMC

Center-level Commanders and other Headquarters Directors (as appropriate).

3.1.2. Develops and implements acquisition strategies for service acquisitions

3.1.3. Provides oversight of the Multi-Functional Team in planning, assessing contractor performance, and managing the acquisition throughout the life of the requirement.

3.1.4. Updates the Wing Commanders, Group Commanders, Air Force Materiel Command

(AFMC) Center-level Commander and other Headquarters Directors annually on the health of the service acquisitions.

3.1.5. Ensures personnel on the Multi-Functional Team receive the appropriate level of training to meet local needs.

3.2. Functional Director/Commander (FD/FC):

3.1.1. Ensure requirements documents developed by the Multi-Functional Team satisfy mission requirements, are performance based, foster innovation, and define metrics.

Metrics should provide meaningful measurements of the contractor progress aimed at attaining desired outcomes.

3.1.2. Identify mission essential services and develop the necessary documents in accordance with DoDI 1100.22, Policy and Procedures for Determining Workforce

Mix.

3.1.3. Review the COR documentation on a regular basis to ensure performance is compatible with contract and mission objectives.

3.2. Contracting Officer (CO):

3.2.1. Ensures the acquisition processes (i.e. performing market research, gathering past performance information, performing source selection, issuing solicitation, performing evaluations and awarding the contract) are aggressively performed.

3.2.2. Participates in all Multi-Functional Team meetings.

3.2.3. Delegates authority for inspection and/or acceptance to COR in accordance with the terms and conditions of the contract. Informs the contractor of the names, duties, and limitations of authority for all Contracting Officer Representative (COR) assigned to the contract.

3.2.4. Manages CORs assigned to the contract

3.3. Quality Assurance Program Coordinator (QAPC):

3.3.1. Coordinates all aspects of the Quality Assurance program.

3.3.2. Support and attends all meetings, as requested.

3.3.3. Assists in preparing the Performance Work Statement.

3.3.4. Provides training to CORs, and COR Management...

3.3.5. Maintains records of COR and COR Management training.

3.4. Contract Negotiator/ Specialist/Administrator:

3.4.1. Participates in meetings.

3.4.2. Ensures open communication is maintained between all parties during the life of the contract.

3.4.3. Perform site visits to evaluate COR surveillance/performance in accordance with the attached Site Visit Assessment Form.

3.5. Contracting Officer Representative (COR) Supervisor:

3.5.1. Nominates primary and alternate COR in writing

3.5.1.1. Ensures nomination package specifies nominee’s qualifications, and training.

3.5.2. Ensures COR is afforded the necessary resources (i.e. times, supplies, equipment,) to perform the designated functions.

3.5.3. Establish priority for continuing education and COR certification.

3.5.4. Reviews the contractor performance documentation prepared by COR on a regular basis to ensure performance is compatible with contract and mission objectives.

3.5.5. Evaluates COR on performance of their COR duties as part of performance assessment throughout the period of the contract

3.5.6. Solicits input on COR’s performance, from the CO.

3.6. Legal, Finance, and Engineering POCs: Other POCs shall coordinate, review and provide input as needed by the multifunctional team.

3.7. Contractor:

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

3.7.2. Participates in meetings as requested.

3.7.3. Maintains and implements a Quality Control Plan (QCP).

3.7.4. Ensures that non-conforming contract services are identified, and correct. QCP is revised to prevent recurrence.

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

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

3.8. Multi-Functional Team (MFT): This is a customer-focused team composed of stakeholders in the acquisition process. The team provides support, promotes good business decisions, fosters partnerships, develops a performance-based acquisition, develops technical requirements, and the independent government cost estimate. The team is also responsible for managing contract performance in accordance with assessing and documenting contractor performance, identifying opportunities to improve performance, and completing and reporting annual performance reviews in the Contract Performance Assessment

Reporting System (CPARS) as required for managing the acquisition. Members of the multi-functional team assist in contract assessment, determining whether or not the contract, as written, continues to effectively meet the needs of the customer. After contract award, the contractor may become a member of the MFT.

4. PERFORMANCE MANAGEMENT- (CONTRACT ASSESSMENT)

4.1. Metrics:

4.1.1. Market research will be used as a tool throughout the life of the contract to ensure the most current, efficient, and effective assessment methods and techniques of the commercial marketplace are applied to the performance of services under the contract. At a minimum, market research (including an informal survey of customers) will be conducted annually prior to exercising the option for an additional performance period. The results of the market research/survey of customers will be utilized in making the decision as to whether it is appropriate and in the Government’s best interests to exercise the option. These results will be documented in the PCO’s Determination and Findings (D&F) supporting option exercise if that course of action is selected.

4.1.2. MFT meetings will be scheduled throughout the life of the contract. Attendees at specific team meetings will vary based on the circumstances or issues to be covered at each meeting. Continual contract assessment will be focused on ensuring that the contract, as written, continues to meet the needs of the customer. Team members will consider whether the contract includes tasks which are no longer required;

whether there are needs related to the contract’s purpose which are not covered by the contract; and whether any customer complaints regarding contract scope have been received. The success of the contract is dependent upon a combined effort of all members of the MFT.

4.1.3. To evaluate the effectiveness/success of the contract, a customer survey will be conducted prior to exercising the contract option period. The survey addresses the following:

4.1.3.1. Are you satisfied that the contract and as currently written, are meeting your objectives?

4.1.3.2. Do you feel the contract is meeting the schedules, and costs and performance as expected?

4.1.3.3. Are there any changes that need to occur to improve the contract?

4.1.3.4.Are there any complaints regarding the contract?

4.1.3.5.Is Customer service meeting your expectations?

4.1.3.6.Any other comments regarding the contract?

4.1.4. All performance assessment data will be reviewed. If performance improvement is necessary, the corrective action will be requested from the contractor.

4.1.5. There will be no positive incentive other than award of the option years, and any negative incentive will be accomplished via the Inspection of Services clause or entry of appropriate reports in CPARS.

4.1.6. The Surveillance Procedures will be used to measure the contractor’s performance on this acquisition. Procedures for reductions in fee or price when services do not meet contract requirements will be accomplished via the Government’s rights under the Inspection of Services Clause.

4.1.7. The COR inspection records shall be reviewed.

5. INITIAL PERFORMANCE REVIEW:

5.1. The initial evaluation of contractor performance shall take place within 30 days after the contractor assumes full performance responsibilities (i.e. after completion of transition/mobilization) to ensure the contractor has successfully started performance, completed transition, is fully operational, and is within the estimated cost, schedule, and performance parameters of the contract.

5.2. Initial Performance Review Criteria:

5.2.1. Technical. Assess the contractor’s conformance to contract requirements, specifications and standards of good workmanship (e.g., commonly accepted technical, professional, environmental, safety or health standards).

5.2.2. Schedule. Assess the timeliness of the contractor against contract requirements, task orders, milestones, delivery schedule, and administrative requirements (e.g., efforts that contributes to or effects the schedule variance).

5.2.3. Cost. Assess the contractor’s ability to remain within cost. (i.e. cost performance will be reported only if other than Firm Fixed Price). The assessment will include a discussion of the contractor’s effectiveness in forecasting, managing, and controlling contract cost, as applicable.

5.2.4. Management/Performance. Assess the integration and coordination of all activity needed to execute the contract, specifically the completeness and quality of problem identification, corrective action plans, the contractor’s history of reasonable and cooperative behavior, customer satisfaction and management of subcontracts including progress on small business subcontracting goals.

5.2.5. Staffing. Assess the contractor’s performance in selecting, retaining, supporting and replacing when necessary, personnel.

5.2.6. Special Interest Items. Assess any significant modification to the contract made since contract award.

6. REVISIONS to the QASP. The COR reviews the PWS and QASP periodically. Changes must be accepted by the CO prior to implementation. This is a living document and can be changed at any time, but the CO must accept changes.

7. Contract Performance Assessment Reporting System (CPARS):

7.1. FAR 42.1502 directs all Federal agencies to collect and report past performance information on services contracts using the automated Navy Contractor Performance Assessment

Reporting System (CPARS). The CPARS evaluation assesses a contractor’s performance and provides a written annual evaluation on a given contract during a specific period of time.

7.2. The CPARS database system (https://www.cpars.gov/) requires the contractor to provide a designated representative to receive the CPAR evaluation and will be known as the

Contractor Rep (CR) for purposes of the CPARS database. The Government Assessing

Official (AO) will be the COR; and the Government Reviewing Official (RO) will be the

COR Supervisor. The Contractor Rep (CR) has input prior to finalization.

7.3. IAW Class Deviation Number 2013-O0018, Past Performance Evaluation Thresholds, dated

24 Sep 2013, the mandatory thresholds for evaluations are:

7.3.1. Fuels: $5,000,000

7.3.2. Services & Information Technology: $1,000,000

7.3.3. Construction contracts exceeding: $700,000

7.3.4. Architect-engineer: $35,000

7.4. For AFLCMC/PZI issued contracts (DODAAC FA8601), the name and email address of the

AO, RO and CR for this effort must be provided to the following Government CPARS Focal

Point as soon as possible after contract award:

7.4.1. Ms. Robin Smith

AFLCMC/PZI

(937) 522-4500

Robin.smith.4@us.af.mil

CPARS website is: https://www.cpars.gov/

8. Combating Trafficking in Persons

8.1. Combating Trafficking in Persons (CTIP) is a worldwide problem posing a transnational threat involving violations of basic human rights. The DoD has a zero tolerance policy for

Trafficking In Persons (TIP).

8.2. As part of the 2013 National Defense Authorization Act, the Pentagon is required to take action against any contractor engaging in any activities related to labor trafficking, sex trafficking and child soldiering.

8.3. The COR will monitor contractor’s performance regarding trafficking in persons such that non-compliance with FAR 52.222-50, Combating Trafficking in Persons (CTIP), is immediately reported to the Contracting Officer. The COR will maintain a log for annual review of all concerns.

8.4. In accordance with FAR Clause 52.222-50(c) and (d), the contractor shall immediately report all suspicious activity of its employees to the Contracting Officer and COR. The contractor shall familiarize its employees with the United States Government’s policy regarding CTIP by going to the following DoD CTIP website: https://ctip.defense.gov/Home.aspx.

https://www.cpars.gov/ mailto:Robin.smith.4@us.af.mil https://www.cpars.gov/ https://ctip.defense.gov/Home.aspx

8.5. All DoD military and civilians must receive CTIP awareness training. The Contracting Officer shall convey the information to the DoD CTIP Law Enforcement Support Office of Under

Secretary of Defense (OUSD) Personnel and Readiness (P&R) Defense Human Resources

Activity (DHRA). http://ctip.defense.gov. The Department of State’s Office is to Monitor and Combat Trafficking in Person at http://www.state.gov/j/tip.

9. Enterprise-wide Contractor Manpower Reporting Application (eCMRA)

9.1. The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the Air Force via a secure data collection site.

9.2. The contractor is required to completely fill in all required data fields using the following web address: https://www.ecmra.mil

9.3. Reporting inputs will be for the labor executed during the period of performance during each

Government fiscal year (FY), which runs October 1 through September 30.

9.4. While inputs may be reported any time during the FY, all data shall be reported no later than

October 31 of each calendar year.

9.5. Reporting Period: Contractors are required to input data by 31 October of each year. Uses and

Safeguarding of Information: Information from the secure web site is considered to be proprietary in nature when the contract number and contractor identity are associated with the direct labor hours and direct labor dollars. At no time will any data be released to the public with the contractor name and contract number associated with the data.

9.6. User Manuals: Data for Air Force service requirements must be input at the Air Force CMRA link. However, user manuals for government personnel and contractors are available at https://www.ecmra.mil. Contractors may direct questions to the help desk at:

https://www.ecmra.mil

10. Voluntary Protection Program (VPP)

10.1. Applicability: This section of the QASP applies to “Applicable Contractors” as defined below.

10.2. Definitions:

10.2.1. Applicable Contractor. A contractor whose employees worked at least 1,000 hours at the site in any calendar quarter within the last 12 months and is NOT directly supervised by the applicant (installation).

10.2.2. Days Away, Restricted, and or Transfer Case Incident Rate (DART). The number of recordable injuries and illness cases per 100 full-time employees resulting in days away from work, restricted work activity, and/or job transfer that a site has experienced in a given time frame.

http://ctip.defense.gov/ http://www.state.gov/j/tip https://www.ecmra.mil/ https://www.ecmra.mil/ https://www.ecmra.mil/

10.2.3. Total Case Incidence Rate (TCIR) - Total number of recordable injuries and illness cases per 100 full-time employees that a site has experienced in a given time frame.

10.2.4. Voluntary Protection Programs - The Voluntary Protection Program (VPP) promotes effective worksite-based safety and health. In the VPP, management, labor, and OSHA establish cooperative relationships at workplaces that have implemented a comprehensive safety and health management system. Approval into

VPP is OSHA’s official recognition of the outstanding efforts of employers and employees who have achieved exemplary occupational safety and health.

10.3. Requirements - Wright-Patterson AFB is in the process of pursuing VPP recognition or has already been recognized under the OSHA Voluntary Protection Program (VPP). VPP impacts all “applicable contractors” operating on Air Force Installations. The contractor shall be responsible for ensuring their employees and managers have a comprehensive understanding of VPP as well as full compliance with OSHA requirements. The contractor shall follow the safety and health rules of the installation or VPP site. Detailed information on VPP is available on the OSHA website at http://www/osha.gov/dcsp/vpp/index.html

10.3.1. The contractor shall submit a Safety and Health Plan and corresponding site safety checklist to the Contracting Officer not later than 10 calendar days after contract award. The contractor’s plan shall include appropriate measures to ensure the contractor reacts promptly to investigate, correct, and track alleged safety and health violations and/or uncontrolled hazards in contractor work areas. The plan shall include the following:

a. Demonstrate a management commitment to employee safety and health.

b. Identify the application of the safety and health plan to subcontractors;

c. Identify the roles and responsibilities of the following individuals with respect to safety and VPP: Management, Supervisors, Employees, and Safety

Coordinator;

d. Identify applicable safety rules and regulations;

e. Include a worksite hazard analysis to include base-line hazard identification and required control measures;

f. Include a job site analysis to include hazards of tasks required to control measures;

g. Identify employee safety and health training requirements and the documentation process;

h. Include a workplace inspection frequency, to include identifying the individual conducting the inspections;

i. Include employee hazard reporting procedures;

j. Identify individual(s) responsible for corrective action of hazards;

k. Identify first aid/injury procedures;

l. Identify procedures for accident investigation and reporting;

m. Identify emergency response procedures; and

n. Identify the process for tracking controlled hazards in contractor work areas.

http://www/osha.gov/dcsp/vpp/index.html

10.4. The contractor shall submit their Total Case Incidence Rate (TCIR) and Days Away, Restricted, and or Transfer Case Incident Rate (DART) rates and OSHA Form 300A annually to the contracting office for consolidation and submission as part of the installation’s annual VPP Safety and Health Management report. TCIR and DART rates are due by the 15th of January of each year.

10.5. The contractor’s Quality Control Plan shall identify the processes and procedures the contractor will use to track compliance with the Safety and Health Plan, and the process and procedures that will be used to correct violations.

10.6. The contractor shall establish these VPP requirements for all subcontractors who qualify as applicable contractors under the resulting contract.

11. Level I Antiterrorism Awareness:

11.1. As members of “Team Wright-Patt” contractors and their employees are subject to the same or greater risk of becoming a victim in a terrorist act or inadvertently providing terrorists with a means to target Wright-Patterson Air Force Base. The Department of Defense (DoD)

Standard 22 mandates that the Air Force OFFER Level I AT Awareness Training to all contractors and their employees, under the terms and conditions specified in this contract.

Contractors and their employees are strongly encouraged to complete the computer based

AT Awareness Training found at http://jko.jten.mil/courses/atl1/launch.html.

http://jko.jten.mil/courses/atl1/launch.html

MULTI-FUNCTIONAL TEAM MEMBERSHIP

Solicitation/RFP/Contract Number __________________

`Type of Service: _________________________________

Functional Director/Commander: __________________ Date: __________________

COR: __________________ Date: __________________

COR: _ __________________ Date: __________________

COR Supervisor: _ __________________ Date: __________________

Chief of Contracting: ___________________ Date: __________________

Contracting Officer: ___________________ Date: __________________

Contract Specialist/Administrator: __________________ Date: __________________

QAPC: ____________________ Date: __________________

Financial Analyst: ____________________ Date: __________________

Legal: ____________________ Date: __________________

Small Business: ____________________ Date: __________________

Contractor*: _____________________ Date: __________________

Designated Official** _____________________ Date: __________________

Accepted By: _____________________ Date: __________________

Contracting Officer

*Optional -Contractor (signs after award) will have limited authority in the Multi-Functional Team, so as to not be involved in any inherently governmental responsibilities.

** As applicable

QASP

Part 2

ASSESSMENT

MANAGEMENT

SERVICES SUMMARY (SS)

PERFORMANCE OBJECTIVE, PERFORMANCE THRESHOLD,

AND

METHODS OF ASSESSMENT

Performance Objective

SOW Para Performance Threshold Method of

Assessment

Remedy

(SS-1) Effective Quality

Control Program

1.6 Quality Control Program shall

be performed IAW

Contractor’s written procedures 100% of the time.

Periodic

Surveillance

Re-performance within 24 hours of notification

(SS-2) Vacuum Carpet 1.1.1.1 Vacuum carpet with not more than 2 errors occurring during the month.

of notification

(SS-3) Walk-Off Mats 1.1.1.7 Clean mats with not more than 1 error occurring during the month.

of notification

(SS-4) Towel Replacement 1.1.5.1 Towel replacement with not more than 2 errors occurring during the month.

of notification

(SS-5) Make Beds 1.1.5.2 Make beds with not more than

2 errors occurring during the month.

of notification

(SS-6) Change Bed Linen 1.1.5.2 Change bed linen with not more than 2 errors occurring during the semi-annually.

of notification

(SS-7) Clean and Disinfect

Restroom Floors

1.1.1.6 Clean and disinfect restroom

floor with not more than 2 errors occurring during the month.

Periodic

Surveillance Re-performance within 24 hours of notification

(SS-8) Clean and Disinfect

Sinks

1.1.4.1 Clean and disinfect sinks with

not more than 2 errors occurring during the month.

of notification

(SS-9) Clean and Disinfect

Commodes

1.1.4.1 Clean and disinfect

commodes with not more than

2 errors occurring during the month.

of notification

(SS-10) Clean and

Disinfect Showers, including the shower door, floor, and frame, along with the shower walls

1.1.4.1 Clean and disinfect showers

with not more than 2 errors occurring during the month.

of notification

(SS-11) Clean and

Disinfect Counter Tops in each room, kitchen and snack bar areas

1.1.4.9 Clean and disinfect counter

tops with not more than 2 errors occurring during the month.

of notification

(SS-12) Clean Glass and

Mirrors

1.1.4.5 Clean glass and mirrors with

not more than 2 errors occurring during the month.

of notification

(SS-13) Restock Restroom

Supplies

1.1.4.22 Restock restroom with not

more than 2 errors during the month.

of notification

(SS-14) Remove Trash &

Clean Trash Containers

1.1.4.23 Remove trash with not more

than 2 errors occurring during the month of notification

(SS-15) Clean/Defrost

Refrigerators

1.1.4.11 Clean/defrost refrigerators

with no more than 2 errors occurring during the month of notification

(SS-16) Clean/Disinfect

Drinking Fountains

1.1.4.8 Clean and disinfect drinking

fountain with no more than 2 errors during the month of notification

(SS-17) Low Dusting 1.1.4.4 Dust all items in the low dusting area with no more than 4 errors during the month of notification

(SS-18) High Dusting 1.1.4.3 Dust all items above 7 feet with no more than 2 errors during the month of notification

(SS-19) Clean Microwave

Ovens

1.1.4.12 Clean microwave ovens with

no more than 3 errors during the month of notification

(SS-20) Clean Hot

Beverage Maker

1.1.4.17 Clean hot beverage maker

with n more than 3 errors during the month of notification

WORKLOAD ESTIMATES

Facility: Building 259 (Area A) Wright-Patterson AFB

Occupied: Estimated days of service required is 10 days per month/120 days per year

Estimated Start Time: 0800 (8:00 a.m.) Sunday thru Saturday

Estimated Stop Time: 1600 (4:00 p.m.) Sunday thru Saturday

Facility Square Foot (SF) Area Estimates:

21,090 SF (Total)

18,824 SF (Carpet)

1,784 SF (Restrooms)

122 SF (Public Restrooms)

195 SF (Laundry Room)

165 SF (Kitchen)

50 SF (Snack Area)

CODE INDEX CHART:

1W - Once Weekly

2W - Twice Weekly

1M - Once Monthly

2M - Twice Monthly

M2 – Every 2 Months

2Y - Twice Yearly

As Req - As Required

The frequencies apply only when service is required because of room occupancy. Tasks are not required to be performed if service has not been requested.

Contractor shall perform tasks more often than shown below if service is needed to achieve/maintain performance standards listed in this PWS.

Basic Task Frequency Day(s) of Week

Drinking Fountains 1W Tuesday

Glass/Mirror Cleaning 1W Changeover Day

Low Dusting 1W Changeover Day

Microwave 1W Changeover Day

Dust Mopping/Sweeping 1W Tuesday

Damp Mop Floors 1W Tuesday

Clean/Resupply Restrooms 2W Tuesday and Changeover Days

Vacuum Carpets/Floors 1W Changeover Day

Scrub/Wax Floor 1M Tuesday

Walk-Off Mat Cleaning 1W Tuesday

High Dusting 2M Tuesday

Vent Cleaning 1M Tuesday

Light Fixture Cleaning M2 Tuesday

Clean/Defrost Refrigerator 1W Changeover Day

Clean Desks & Bookcases 1W Changeover Day

Clean Tables 1W Tuesday Contractor

Clean Chairs/Desks 1W Changeover Day

Empty Trash 2W Tuesday and Changeover Day

Clean Trash Container As Req per PWS

Hot Beverage Maker 1W Changeover Day

Exercise Equipment 1W Tuesday

Lamps 1W Tuesday

Television/Telephone 1W Changeover Day

Kitchen Area 1W Tuesday and Changeover Day

Laundry Room 2W Changeover Day

Towel Replacement 2W Tuesday and Changeover Day

Make Beds 2W Tuesday and Changeover Day

Resupply Room Amenities As Req per PWS

Snack Area 1W Tuesday

Spot Clean Upholstery/Carpet As Req per PWS

Clean Housekeeping Storage Area As Req per PWS

Change Bed Linen 1W Changeover Day

Change Bed Blankets/Bedspread 2Y Tuesday

* Changeover items can only be done in every room when it is unoccupied.

** Daily services are to be performed on Tuesday of each week. Changeover Day services are to be performed on Wednesdays but only upon notification that such services are needed. Changing bed linen must be done whenever there is a change of personnel in the room.

SURVEILLANCE PROCEDURES

1. PERFORMANCE ASSESSMENT INTRODUCTION

1.1.These surveillance procedures have been developed to provide the COR instructions on how to perform surveillance and document findings on this contract for functional and technical support for the housekeeping contract.

1.2. Under the Inspection of Services clause the COR has the right to inspect any aspect of the contractor performance at any time during the contract performance, whether or not it is included on the Services Summary (SS). Non-SS items are to be developed by the COR.

1.3. .Any nonconformance with contract requirements is a “defect”. The term “defective” is used to reference to a service output in the SS that does not meet the outputs associated with the standard.

1.4. This (QASP) is based on the premise that the contractor and not the government are responsible for the management and quality control actions to meet the terms of the contract. The

Performance Threshold recognizes that the contractor is not a perfect manager and that unforeseen and uncontrollable problems do occur. Good management and use of an adequate quality control plan will allow the contractor to operate within specified Performance

Thresholds. CORs are to be objective, fair, and consistent in evaluating contractor performance against the standards.

1.5. Following is the approach the team will use to assess the contractor’s performance against the performance thresholds/metrics identified in the contract.

1.6. A Services Summary will be included in the Performance Work Statement. This document will summarize the performance objectives and performance threshold required by the Government in the contractor’s performance. These performance objectives will directly relate to mission essential items. The performance thresholds briefly describe the minimum acceptable levels of service required for each objective, and are critical to mission success. CORs will perform quality assurance procedures contained herein.

2. PERFORM SURVEILLANCE: The four most common methods of surveillance are explained below.

2.1. Customer Complaint: When the customer (using activity/facility) discovers unacceptable performance or a defect in service, he/she will prepare a customer complaint form, identifying the discrepancy. The customer will keep one copy and forward a copy to the COR either manually or electronically. The COR will review the item and determine if the complaint is contractually valid. If valid it is forwarded to the contractor for corrective action. Customer complaints may be submitted on the Customer Complaint Record (CCR). If a customer notifies the COR either verbally or by email of a complaint, but does not submit a CCR, the COR will generate a CCR and document the complaint. The CCR will then be submitted to the contractor for his corrective action (CA). When the contractor documents the corrective action proposed to prevent future defects, the COR will evaluate the proposed CA and forward the record to the

Contracting Officer for final dispensation. The Contracting Officer will, in turn, send copies of dispositioned CCRs to the COR and the contractor for their records.

2.2. Periodic Surveillance: When periodic surveillance is used, inspections shall be performed at the frequency identified for each Services Summary item. The COR will select the required quantities using the criteria from the Sampling Guide to perform the inspection. The results will be recorded on the inspection record. Valid defects should be forwarded to the contractor for his corrective action. When the contractor documents the corrective action proposed to prevent future defects, the COR will evaluate the proposed corrective action and forward the information to the Contracting Officer for their records.

2.3. 100% Inspection: When 100% inspection is used, all articles will be inspected each time the task is performed to ensure compliance. The results will be recorded on the Inspection Record.

Valid defects should be forwarded to the contractor for his corrective action. When the contractor documents the corrective action proposed to prevent future defects, the COR will evaluate the proposed corrective action and forward the information to the Contracting Officer for their records.

2.4. Random Inspection: Requires the COR to develop a monthly surveillance schedule. The monthly schedule must be completed not later than 7 calendar days before the beginning of the period it covers. Copies of the schedule shall be sent to the contract administrator/officer prior to the month of selected surveillance. The schedule shall be marked “FOR OFFICIAL USE

ONLY” and shall not be shown to the contractor.

2.4.1. Select the areas and times for random sampling using the procedures in the sampling guides. Annotate the selected inspection items/time on the schedule.

When the sampling concept does not allow for specific selection of inspection items/time during the preceding month, show on the schedule the date and time the random sample selection will be accomplished.

2.4.2. The COR will advise the Contracting Officer of any changes to the monthly surveillance schedule. Revised copies will be sent to the Contracting Officer, stating reasons for the changes.

3. UNACCEPTABLE PERFORMANCE. The COR must always notify the contractor of deficiencies observed. This may be accomplished in person or electronically, but any verbal communication must be supplemented in writing. The Contractor should sign the document upon notification by the COR. If the contractor refuses to sign, annotate this on the notification.

4. CONTRACTING OFFICER NOTIFICATION.

4.1. If at any time the COR identifies a “nonconformance”, which IAW FAR Part 46.101, means a nonconformance, the COR shall document their findings and notify the Contracting Officer in writing. Email is acceptable, but deficiency should be followed up in writing on designated form and submitted with monthly inspection reports.

5. REMEDIES FOR UNACCEPTABLE PERFORMANCE.

5.1. In accordance with the contract Inspection of Services clause, if any of the services do not conform to contract requirements; the Government may require the Contractor to perform the services again in conformity with contract requirements, at no increase in contract amount. This includes but is not limited to termination of Contractor personnel and recruitment of substitute personnel that are equally qualified within established timeframes. When the defects in services cannot be corrected by re-performance, the Government may:

5.2. Require the Contractor to take necessary action to ensure that future performance conforms to contract requirements; and

5.3. Reduce the contract price to reflect the reduced value of the services performed. This may include a reduction in the number of paid hours to reflect the total non-performance period.

5.4. If the Contractor fails to promptly perform the services again or to take the necessary action to ensure future performance is in conformity with contract requirements, the Government may:

5.5. By contract or otherwise, perform the services and charge to the Contractor any cost incurred by the Government that is directly related to the performance of such service; or

5.5.1. Decrease the invoice amount in relation to performance;

5.5.2. Cure Notice

5.5.3. Show Cause Notice

5.5.4. Terminate the contract.

5.6. The Contracting Officer will determine the action to be taken against the contractor, such as reductions in fee/price in accordance with the Inspection of Services clause. The CO’s disposition of the deficiency will be annotated on the form and the COR and contractor will be notified of action.

6. COR MONTHLY INSPECTION REPORT.

6.1. COR shall submit an assessment report and attach all Corrective Action Reports, Performance

Assessment Reports, and validated customer complaints to the CO and no later than 5 working days following the month in which the actual surveillance occurred. The report shall be signed and dated by the COR and provided to the COR Supervisor regularly for review, prior to sending the information to the Contracting Officer. Validated customer complaints and all documentation will be used to support Contractor ratings in the Contractor Performance Rating

System (CPARS) (applicable if contract is over 1 million)).

7. WIDE AREA WORKFLOW (If applicable) 7.1.The COR will certify receipt of contractor services via the Wide Area Workflow (WAWF) website. Certification of services shall be accomplished on the first workday following the completion of the contract payment period, to avoid payment of interest penalties.

7.2. CORs are responsible for obtaining, scheduling, and completing WAWF training from the Base

Accounting and Finance Office.

(SS-1) Effective Quality Control Program

PWS 4.8

1. Method of Surveillance: Periodic Surveillance

2. Frequency: Two times a Month

3. Lot Size: 70

4. Sample Size: 10

5. Performance Threshold: Quality Control Program shall be performed IAW Contractor’s written procedures 100% of the time.

6. Sampling Procedures: Applicable areas shall be inspected for compliance with PWS 4.8 using periodic inspection. The COR will select 10 Effective Quality Control Programs each month for 6 months and if there are no deficiencies observed the COR will inspect 2 a month.

a. Inspection Procedures: COR will verify proper utilization and completion of receiving reports

AFI 222, Chapter 4.

b. COR will record the inspection status as A= acceptable or U-unacceptable, in the applicable column of the checklist. Any defects or non-conformance found shall cause the observation to be recorded as unacceptable. The COR will detail the specific reason to the attention of the contractor’s representative. Request the contractor to sign, date and detail his/her corrective action(s) on the Corrective Action Report (CAR).

c. The contractor will be requested to state what action will be taken to correct the deficiency and preclude reoccurrence. If the contractor refuses to acknowledge the deficiency, the COR shall annotate on the deficiency record, the contractor representative’s name, as well as the date and time of notification. The COR shall establish a reasonable timeframe for re-performance, based upon sensitivity of the issue, and perform re-inspections to determine if the contractor adequately re-performed and service is acceptable.

d. The contractor shall be required to correct, if possible, all defects detected by the

COR. The contractor shall manage the corrective actions to provide services in conformance with contractual requirements. If any government action, or lack of action, were cause for unacceptable performance, the deficiency would not be counted as a defect.

e. The COR will collect all pertinent documentation (Checklists, Contract Monitoring and

Surveillance Reports, and Customer Complaint Records CAR) for submittal to the Contracting

Office.

f. The COR will submit the documentation to the COR Supervisor for review/coordination regularly, before forwarding it to the Contract Administrator/Contracting Officer, monthly. The

COR shall photocopy all documentation for inclusion into his/her contract files prior to forwarding the originals. If the contractor is not required to perform any service during the month, a negative report is required.

(SS-2) Vacuum Carpet

PWS 1.1.1.1

2. Frequency: Two Times a Month

3. Lot Size: 68

5. Performance Threshold: Vacuum carpet with not more than 2 errors occurring during the month.

6. Sampling Procedures: Applicable areas shall be inspected for compliance with contractual paragraph PWS 1.1.1.1 using periodic inspection. The COR will select _10_ Carpets every month for _6_ months. If there are no deficiencies 1.6 and AFI 222, Chapter 4, using periodic inspection.

The COR will select 2 reports every month.

a. Inspection Procedures: COR will verify proper utilization and completion of receiving reports AFI 222, Chapter 4.

b. COR will record the inspection status as A= acceptable or U-unacceptable, in the applicable column of the checklist. Any defects or non-conformance found shall cause the observation to be recorded as unacceptable. The COR will detail the specific reason to the attention of the contractor’s representative. Request the contractor to sign, date and detail his/her corrective action(s) on the Corrective Action Report (CAR).

c. The contractor will be requested to state what action will be taken to correct the deficiency and preclude reoccurrence. If the contractor refuses to acknowledge the deficiency, the COR shall annotate on the deficiency record, the contractor representative’s name, as well as the date and time of notification. The COR shall establish a reasonable timeframe for re-performance, based upon sensitivity of the issue, and perform re-inspections to determine if the contractor adequately re-performed and service is acceptable.

d. The contractor shall be required to correct, if possible, all defects detected by the

COR. The contractor shall manage the corrective actions to provide services in conformance with contractual requirements. If any government action, or lack of action, were cause for unacceptable performance, the deficiency would not be counted as a defect.

e. The COR will collect all pertinent documentation (Checklists, Contract Monitoring and

Surveillance Reports, and Customer Complaint Records CAR) for submittal to the

Contracting Office.

f. The COR will submit the documentation to the COR Supervisor for review/coordination regularly, before forwarding it to the Contract Administrator/Contracting Officer, monthly.

The COR shall photocopy all documentation for inclusion into his/her contract files prior to

(SS-3) Walk-Off Mats

PWS 1.1.1.7

3. Lot Size:1

4. Sample Size: 1

5. Performance Threshold: Clean mats with not more than 1 error occurring during the month.

paragraph PWS 1.1.1.7 using periodic inspection. The COR will select __1__ walk off mat every month for 6 months. If there are no deficiencies 1.6 and AFI 222, Chapter 4, using periodic inspection. The COR will select 2 reports every month.

to be recorded as unacceptable. The COR will detail the specific reason to the attention of shall annotate on the deficiency record, the contractor representative’s name, as well as the date and time of notification. The COR shall establish a reasonable timeframe for re-performance, based upon sensitivity of the issue, and perform re-inspections to determine if the contractor adequately re-performed and service is acceptable.

d. The contractor shall be required to correct, if possible, all defects detected by the

COR. The contractor shall manage the corrective actions to provide services in conformance

The COR shall photocopy all documentation for inclusion into his/her contract files prior to

(SS-4) Towel Replacement

PWS 1.1.7

3. Performance Threshold: Towel replacement with not more than 2 errors occurring during the month.

4. Lot Size: 65

5. Sample Size: 10 paragraph PWS 1.1.1.7 using periodic inspection. The COR will select 10Towels twice a month for

6 months. If there are no deficiencies 1.6 and AFI 222, Chapter 4, using periodic inspection. The

COR will select 2 reports every month.

b. COR will record the inspection status as A= acceptable or U-unacceptable, in the applicable column of the checklist. Any defects or non-conformance found shall cause the observation to be recorded as unacceptable. The COR will detail the specific reason to the attention of the contractor’s representative. Request the contractor to sign, date and detail his/her corrective action(s) on the Corrective Action Report (CAR).

c. The contractor will be requested to state what action will be taken to correct the deficiency and preclude reoccurrence. If the contractor refuses to acknowledge the deficiency, the COR shall annotate on the deficiency record, the contractor representative’s name, as well as the date and time of notification. The COR shall establish a reasonable timeframe for re-performance, based upon sensitivity of the issue, and perform re-inspections to determine if the contractor adequately re-performed and service is acceptable.

d. The contractor shall be required to correct, if possible, all defects detected by the

COR. The contractor shall manage the corrective actions to provide services in conformance with contractual requirements. If any government action, or lack of action, were cause for unacceptable performance, the deficiency would not be counted as a defect.

e. The COR will collect all pertinent documentation (Checklists, Contract Monitoring and

Surveillance Reports, and Customer Complaint Records CAR) for submittal to the

Contracting Office.

f. The COR will submit the documentation to the COR Supervisor for review/coordination regularly, before forwarding it to the Contract Administrator/Contracting Officer, monthly.

The COR shall photocopy all documentation for inclusion into his/her contract files prior to

(SS-5) Make Beds

PWS 1.1.8

3. Lot Size: 65

5. Performance Threshold: Make beds with not more than 2 errors occurring during the month.

paragraph PWS 1.1.1.8 using periodic inspection. The COR will select __10__ Make Beds twice every month for 6 months. If there are no deficiencies 1.6 and AFI 222, Chapter 4, using periodic to be recorded as unacceptable. The COR will detail the specific reason to the attention of shall annotate on the deficiency record, the contractor representative’s name, as well as the date and time of notification. The COR shall establish a reasonable timeframe for re-performance, based upon sensitivity of the issue, and perform re-inspections to determine if the contractor adequately re-performed and service is acceptable.

d. The contractor shall be required to correct, if possible, all defects detected by the

COR. The contractor shall manage the corrective actions to provide services in conformance

The COR shall photocopy all documentation for inclusion into his/her contract files prior to

(SS-6) Change Bed Linen

PWS 1.1.8

5. Performance Threshold: Change bed linen with not more than 2 errors occurring during the month.

paragraph PWS 1.1.1.8 using periodic inspection. The COR will select __10__ Change Bed Linen to be recorded as unacceptable. The COR will detail the specific reason to the attention of shall annotate on the deficiency record, the contractor representative’s name, as well as the date and time of notification. The COR shall establish a reasonable timeframe for re-performance, based upon sensitivity of the issue, and perform re-inspections to determine if the contractor adequately re-performed and service is acceptable.

d. The contractor shall be required to correct, if possible, all defects detected by the

COR. The contractor shall manage the corrective actions to provide services in conformance

The COR shall photocopy all documentation for inclusion into his/her contract files prior to

(SS-7) Clean and Disinfect Restroom Floors

PWS1.1.1.6

3. Lot Size: 67

5. Performance Threshold: Clean and disinfect restroom floor with not more than 2 errors occurring during the month paragraph PWS 1.1.1.6 using periodic inspection. The COR will select 10 Clean and Disinfect

Restroom Floors twice every month for 6 months. If there are no deficiencies 1.6 and AFI 222, Chapter 4, using periodic inspection. The COR will select 2 reports every month.

to be recorded as unacceptable. The COR will detail the specific reason to the attention of shall annotate on the deficiency record, the contractor representative’s name, as well as the date and time of notification. The COR shall establish a reasonable timeframe for re-performance, based upon sensitivity of the issue, and perform re-inspections to determine if the contractor adequately re-performed and service is acceptable.

d. The contractor shall be required to correct, if possible, all defects detected by the

COR. The contractor shall manage the corrective actions to provide services in conformance

The COR shall photocopy all documentation for inclusion into his/her contract files prior to

(SS-8) Clean and Disinfect Sinks

PWS 1.1.2.2

5. Performance Threshold: Clean and disinfect sinks with not more than 2 errors occurring during the paragraph PWS 1.1.1.8 using periodic inspection. The COR will select __10__ Make Beds twice to be recorded as unacceptable. The COR will detail the specific reason to the attention of shall annotate on the deficiency record, the contractor representative’s name, as well as the date and time of notification. The COR shall establish a reasonable timeframe for re-performance, based upon sensitivity of the issue, and perform re-inspections to determine if the contractor adequately re-performed and service is acceptable.

d. The contractor shall be required to correct, if possible, all defects detected by the

COR. The contractor shall manage the corrective actions to provide services in conformance

The COR shall photocopy all documentation for inclusion into his/her contract files prior to

(SS-9) Clean and Disinfect Commodes

3. Lot Size: 67

4. Sample Size: 10

5. Performance Threshold: Clean and disinfect commodes with not more than 2 errors occurring during the month.

paragraph PWS 1.1.2.2 using periodic inspection. The COR will select 10 Clean and Disinfect

Commodes twice every month for 6 months. If there are no deficiencies 1.6 and AFI 222, Chapter 4, using periodic inspection. The COR will select 2 reports every month.

b. COR will record the inspection status as A= acceptable or U-unacceptable, in the applicable column of the checklist. Any defects or non-conformance found shall cause the observation to be recorded as unacceptable.