Quality_Assurance_Surveillance_Plan_-QASP.docx

EXHIBIT 2

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

CONTRACT Number GS-08P-14-JA-0021

INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) is designed to provide the General Services Administration (GSA) with an effective surveillance method for monitoring and evaluating the Contractor's performance under a Performance-Based Statement of Work (PBSOW) for custodial and related services.

In accordance to Federal Acquisition Regulation (FAR) Part 37.601, performance-based contracting methods are intended to ensure that the required performance quality levels are achieved and that the total payment is related to the degree that services performed or outcomes achieved meet contract standards. The role of the GSA is quality assurance by ensuring that the Contractors are achieving the performance quality levels required under the custodial and related services contracts and focusing on the Contractors' quality control programs. The GSA periodically validates the execution of the Contractors' quality control programs by reviewing such areas as the Contractors' inspection forms, service call logs, tenant reports, tenant satisfaction surveys, and the timeliness of corrective actions.

Inspections conducted through the QASP and histories of Contractor performance in the Contractor “Performance Assessment Reporting System (CPARS)” or successor system assist GSA in obtaining those services that are contracted and delivered as agreed upon. The systems also help ensure that contract awards and deductions are executed in accordance with the contract requirements. The regional Property Management operations office is responsible for capturing the appropriate Contractor performance information that will be entered into CPARS by the CO or their designee.

A. PURPOSE OF THE QASP

1. The QASP is intended to accomplish the following:

-Defines the roles and responsibilities of participating government officials.

-Identifies the performance objectives based upon the PBSOW and in accordance with FAR Part 46.401(a) (1).

-Identifies the performance quality level standards in accordance with FAR Part 37.601(a) (2).

-Describes the methods of surveillance for the GSA to identifying quality levels in accordance with FAR Part 46.401(a) (2).

-Establishes a method to provide feedback to the Contractor regarding quality and timeliness of the service performance, i.e., copies of inspection forms, copies of tenant reports, data on tenant satisfaction scores; and any other drivers or measures of performance that are required by the CO or their designee.

-Establishes timeframes for communication and performance improvement if needed.

-Establishes specified procedures for changes to the contract price when services are not performed or do not meet contract requirements in accordance to FAR Part 37.601(a) (3).

2. The Contractor has developed a Quality Control Plan (QCP) that establishes procedures and responsibilities for controlling the quality of work to be performed. The Contractor is responsible for the implementation of the QCP.

B. ROLES AND RESPONSIBILITIES OF GOVERNMENT OFFICIALS

1. The following Government officials shall participate in assessing the quality of the Contractor's performance. Their roles and responsibilities are described as follows:

Aaron Way or person designated by the CO shall serve as the Contracting Officer Representative (COR). The COR is responsible for monitoring, assessing, recording, and reporting on the performance of the Contractor. The COR shall have the primary responsibility for completing the forms that will be used to evaluate the Contractor’s performance.

Kathy A. Kirwin or person designated as the CO shall have overall responsibility for overseeing the Contractor's performance. The CO shall be responsible for the monitoring of the Contractor's performance in the areas of contract compliance and contract administration, reviewing of COR's assessments of Contractor performance, and resolving any discrepancies that may arise between the parties involved.

C. TYPES OF WORK TO BE PERFORMED

1. The Contractor performance in providing the following custodial and related services shall be evaluated by the Government.

D. METHODS OF SURVEILLANCE

The method of surveillance is based on the performance criteria of the contract terms and specifications. Each requirement describes the tasks to be performed and the standard for successful performance. The GSA intends to monitor and evaluate the Contractor's performance based on any or all of the following four (4) surveillance methods:

-Periodic Surveillance Inspections: This method consists of selected surveillance tasks by the Government that do not require 100% inspection or are performed on a random basis. The CO or their designee shall evaluate the Contractors reports, surveys, etc., on a weekly, biweekly, monthly or quarterly basis.

-Tenant Interviews: All tenant concerns received through the CO or their designee shall be documented and evaluated on a planned schedule developed by the CO or their designee. This method will help the CO or their designee focus on areas that require further action from the CO.

-Service Call Documentation: This method of surveillance shall provide information to the CO or their designee such as identification of the types of service calls received, the frequencies, the corrective action(s) taken, timeliness of completion, and any other pertinent data. At a minimum, this method shall be performed on a monthly basis.

-Tenant Satisfaction Surveys: The Gallup Organization conducts surveys for one-third of GSA’s tenants in Government-owned and leased buildings annually. These surveys include questions specific to the cleanliness of GSA's buildings including elevator cleaning, restroom supplies, restroom cleanliness, the lobby, common areas, workspace, and frequency of cleaning. The surveys provide the CO or their designee with satisfaction scores that can be further evaluated to determine if there are any weaknesses within the various programs. The CO or their designee shall take appropriate measures, such as reviewing the survey comments, obtaining further feedback from the tenants as required or sharing of the scores with the Contractor to establish a plan of corrective action.

E. QUALITY ASSURANCE FORMS AND REPORTS

-Inspection Form: The GSA 1181-A or equivalent forms shall be used to document and evaluate the Contractor's performance. The CO or their designee shall evaluate each event in accordance with the performance standards and performance requirements stated in the PBSOW. All tasks that are considered to have an unacceptable performance shall be substantiated and documented on the GSA 1181-A form or its equivalent. The form shall be completed and submitted to the Contractor within 24 hours. The Contractor shall return the GSA 1181-A form or equivalent form identifying the corrective action taken, within time allotted by the CO or their designee.

-Inspection of Services Clause: The CO shall fill in applicable commercial or non-commercial clause as appropriate, such as FAR Part 52.246.4 paragraphs (e) and (f).

F. ANALYSIS OF SURVEILLANCE RESULTS

Monthly CO Report: At the end of each month the CO or their designee shall summarize the overall results of the Contractor’s performance for the previous month. If appropriate, the CO may investigate the event(s) further to determine if all the facts and circumstances surrounding the event(s) are accurate. The CO shall also discuss with the Contractor an event or trend that indicates unacceptable performance.

CUSTODIAL QASP STANDARDS

SECTION C

Standard Services Interior

SECTION C

Standard Services Interior

Interior

GREEN CLEANING

GREEN PURCHASING PLAN

FLOOR CARE

BARE FLOORS

(lobbies, corridors, restrooms, etc.)

Wet Mopping

Asbestos Containing Building Material (ACBM) Floors

ADP/Data Center Floors

Asphalt Floors

Granite and Marble Floors (Crystallization)

Loading Dock Floors

Strip and Finish

Sealing

Wood Floors

-Shall use green cleaning products, processes and equipment -Shall track and report costs and amounts of green cleaning products and materials purchased

Floors, base moldings and grout shall be clean and free of debris, including but not limited to, dirt, water streaks, mop marks, strings, gum, tar and other foreign matter. The floors shall maintain their natural luster and not have a dull appearance.

Shall comply with the methods prescribed in the National Institute of Building Sciences (NIBS) Guidance Manual, "Asbestos Operations and Maintenance Work Practices".

Damp mopping shall be the only method of wet cleaning for floors in Automated Data Processing (ADP)/Data Center space.

Damp mopping shall be the only method of wet cleaning for floors containing asphalt material.

All applicable floor areas shall be maintained in accordance with industry standards.

Spill residue and clean-up materials shall be disposed of in accordance with the Environmental Protection Agency (EPA), and State and local regulatory agency requirements.

The old finish or wax shall be removed and new sealant applied in accordance with standard commercial practices. Spots shall be eliminated. There shall be no evidence of gum, rust, burns, or scuffmarks, or wax build-up in corners or crevices. UNDER NO CIRCUMSTANCES SHALL BURNISHING, HIGH SPEED BUFFING OR DRY STRIPPING METHODS BE USED ON ACBM FLOORS.

Sealant must adhere to the floor. Floor areas must be evenly coated with a slip resistant seal.

There shall be no water solutions used on wood flooring. There shall be no dry stripping methods used on wood flooring.

100% Inspection

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

SECTION C Standard Services

SECTION C Standard and Above Standard Services

CARPETS AND RUGS

EXTRACTION

SPOT CLEANING

VACUUMING

Free of visible dirt, dust, and other debris.

No spots, smears, crusted material, or spills.

No fuzzing caused by harsh rubbing or brushing of carpet.

Build-ups, spills, or crusted materials are to be removed along with spots and smears. Cleaned areas of carpets and rugs shall be reasonably blended with surrounding carpets.

Shall be free of removable spots, soiled traffic patterns, dirt, dust, debris, gum, and crusted materials.

Shall be free of dirt, dust, and other debris.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

SECTION C

FLOOR MATS AND RUNNERS

SECTION C

RESTROOMS, SHOWER ROOMS, LOCKER ROOMS, AND HOLDING CELLS

Areas shall be cleaned with a disinfectant cleaner. Fixtures shall maintain a high level of luster and be free of dust, mold, mildew, streaks, and encrustations. Partitions, doors, vents, sills, and walls shall be free of dust, dirt, bodily fluids, and waste and graffiti.

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

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

SECTION C

Standard Services Interior

FIXTURES

Fixtures and surfaces (washbasins, urinals, modesty panels, toilets, shower stalls etc.) shall be clean with no dust, spots, soiled substances, discolorations, rust, mold, build-ups, or excess moisture.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

SECTION C

Standard Services Interior

SURFACES

Horizontal Surfaces

Metal, Brass, and Woodwork

Glass Cleaning

Surfaces shall be free of dust, dirt, oil spots, or smudges.

Surfaces (including corners, crevices, moldings, ledges, hand rails, grills, doors, door knobs, door frames, kick plates, etc.) shall be free of dust, streaks, spots, hand marks, oils, smudges, dirt, soiled substances, rust, encrustation, and streaks.

All glass, clear partitions, mirror surfaces, bookcases, and other glass (within approximately 70 inches of the floor) shall be clean and free of dirt, dust, streaks, smudges, watermarks, spots and grime, and shall not be cloudy. There shall be no water spots on the glass or adjacent fixtures and furniture.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

SECTION C

WALLS

Free of smudges, marks, dirt, and spots with no discolorations.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

SECTION C

HIGH CLEANING

DUSTING

Surfaces above 70 inches and 120 inches shall be cleaned free of dirt, dust, and cobwebs. Where glass is present, both sides shall be clean and free of streaks. This does not include removal of vents, tiles, or fixtures.

Surfaces shall be free of dust.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

SECTION C

Standard Services Interior/Exterior

SECTION C

RECYCABLES

ELEVATOR, ESCALATORS, AND STAIRWAYS

Paper must be transported from designated location(s) to designated storage area. single stream and composting containers must be emptied and kept clean, odor-free and free of dirt, dust, debris, residue, and spilled material. liners for all single stream and composting, debris containers must not be torn, worn, or contain residue.

- Door tracks shall be clean and free of dirt, debris, built up grime, dust, smudges, and other extraneous matter.

- Surfaces shall be clean and free of finger marks, smudges, and spills. - Carpets and floors shall be free of removable spots, dirt, and debris. Floors requiring a finish shall be maintained at a high luster.

- Stairways, escalators, entrances, landings, railings, risers, ledges, grills, doors, radiators, and surrounding areas shall be free of dirt, dust, litter, and debris.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

SECTION C

PLATE GLASS (all glass - glass over and in exterior and vestibule doors, all plate glass around entrances, lobbies vestibules, and spandrel)

Shall be clean and free of dirt, grime, streaks, moisture, and shall not be cloudy.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

SECTION C Standard and Above Standard Services Interior/Exterior

WINDOW WASHING

- Windows shall be clean (minimum is annually) and free of dirt, grime, streaks, moisture, and shall not be cloudy. - - Window sashes, sills, woodworks, and other surroundings of interior glass shall be wiped free of drippings and other watermarks.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

SECTION C Standard Interior

BLINDS AND COVERINGS

All blinds, coverings, cord tapes, and valances shall be clean and free of dust and spots.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

SECTION C

FINE ARTS COLLECTION

POLICING INSIDE AREAS

Shall identify artworks; provide floor polishing, dusting, and window washing; identify and help mitigate site-specific hazards such as pests.

All trash, and other discarded materials shall be removed.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

SECTION C

INTERIOR AND ATRIUM PLANTS (government plants)

Plants shall be free of dust and dead leaves and be properly hydrated.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

SECTION C

FITNESS CENTERS, HEALTH UNITS, AND LABORATORIES

Areas such as the fitness centers, health units, and laboratories, shall be cleaned with disinfectant.

All vinyl surfaces of exercise equipment and exercise mats shall be free of dust, dirt, spots, streaks, and smudges.

Shower curtains surfaces shall be cleaned and free of mold and dirt. Lockers exterior surfaces shall be free of dust and streaks.

All metal (door frames handles, fixtures, and equipment) and glazed surfaces (including partitions), shall be free of smears, finger marks, streaks and shall maintain a uniform luster.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

SECTION C

Contractor shall provide surveillance, trapping, extermination and pesticide application components of the integrated pest management (IPM) program.

Shall identify all areas including equipment, structural features or practices that contribute to pest infestation.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

IPM PERIODIC INSPECTION

Shall conduct quarterly inspections to determine if treatment is required.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.

Shall obtain approval from the COR BEFORE treatment is rendered.

The Government may evaluate performance based on any or all of the following: tenant satisfaction, surveys, tenant interviews, periodic inspections, and service call documentation.