Attachment_J-C3_QASP_HQ0034-14-R-0078.docx

Quality Assurance Surveillance Plan For HQ0034-14-R-0078

1. Purpose

This Quality Assurance Surveillance Plan (QASP) is a Government developed and applied document used to ensure that systematic quality assurance methods are used in the administration of the Performance- Based Service Acquisition (PBA) standards included in this contract. The intent is to ensure that the Contractor performs in accordance with the performance standards/acceptable quality levels contained in the performance work statement; that the Government receives the quality of services called for in the contract; and, that the Government only pays for the acceptable level of services received. The QASP is a living document and subject to periodic changes at any time.

2. Scope

It is important to understand the responsibilities of the parties and distinguish between the quality control plan and the QASP. The contractor is responsible for managing and developing a quality control plan to meet the quality standards established in the Performance work statement (PWS). The QASP is put in place to provide Government surveillance and oversight of the contractor’s efforts in meeting the performance standards required by the contract. The QASP is not part of the contract nor is it intended to duplicate the Contractor’s quality control plan. The Government may provide the Contractor with an information copy of the QASP to support the Contractor’s efforts in developing and maintaining a robust quality control program that will interrelate with the QASP.

The QASP or any other Government resources are “not” to be used in lieu of the contractor’s Quality Control Program. It’s the contractor’s full and complete responsibility to monitor its own custodial activities and make corrections before the government identifies nonperformance as deficiencies as outlined in this QASP.

3. Government Resources

The following personnel will implement all surveillance activities:

Contracting Officer - The Contracting Officer ensures performance of all necessary actions for effective contracting, ensures compliance with the terms of the contract and safeguards the interests of the United States in the contractual relationship. It is the Contracting Officer that assures the Contractor receives impartial, fair and equitable treatment under the contract. The Contracting Officer is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

Assigned Contracting Officer: Michael Schuman Telephone: 703-545-1574

Contracting Officer’s Representative (COR) - The COR is responsible for technical administration of the contract and assures proper Government surveillance of the Contractor’s performance. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. Any changes that the Contractor deems may affect contract price, terms, or conditions shall be referred to the Contracting Officer for action.

Assigned Contracting Officer’s Representative: Jaye H. Anger Telephone Number: 703-692-0778

Project Manager (PM) - The PM provides detailed technical oversight of the Contractor’s performance and reports his or her findings to the COR in a timely, complete and impartial fashion to support the COR’s administration activities. While the PM may serve as a direct conduit to provide Government guidance and feedback to the Contractor on technical matters, he or she is not empowered to make any contractual commitments or authorize any contractual changes on the Government’s behalf.

Assigned Project Manager:

Telephone Number:

4. Methods of QA Surveillance

The methods of surveillance listed below shall be used in the administration of this contract. The specific surveillance method for each performance standard and acceptable quality level is listed in the “Monitoring Method” column of the PWS.

COR Review - Indicates that the Contracting Officer’s Representative will be responsible for monitoring the Contractor’s performance in meeting a specific performance standard/acceptable quality level.

· In the case of a written deliverable, COR Review will consist of 100% inspection of the specific deliverable and supporting documentation.

· In the case of day-to-day support activities, COR Review will consist of periodic inspection or random monitoring.

Customer Feedback - Customer feedback may be obtained either from the results of formal customer satisfaction surveys or from random customer complaints. Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed or emailed and forwarded to the COR who will assess the validity of the complaint and retain it in a documentation file.

The results of all monitoring activity shall be documented on the Surveillance Activity Summary Form (QASP Attachment A). Copies of the Form shall be submitted to the Contracting Officer as requested, at the conclusion of contract performance, and whenever contractor performance fails to meet acceptable quality levels.

5. Documentation

The COR or designee will, in addition to providing documentation to the Contracting Officer, maintain a complete quality assurance file. The file will contain copies of all reports, evaluations, recommendations, surveillance checklists, and any actions related to the Government’s performance of the quality assurance surveillance function. All such records will be retained for the life of the contract and forwarded to the Contracting Officer upon completion.

6. Quality Assurance Inspections

The Governments Quality Assurance (QA) program conducts tours on a daily basis, however due to sheer size of the Pentagon reservation it’s not possible to visit every location on a reoccurring daily inspection. Therefore the government utilizes several inspection methods to ensure services are being delivered per contract requirements. Inspection methods include random, reoccurring, and scheduled inspections for the entire reservation. Government inspection tasks are identified in QASP Attachment J-C2 as Corridor QA Inspections, Restroom QA Inspections and Tenant QA Inspections. Each QA inspection task is weighted to represent the level of importance in presenting a sanitary and uniform appearance.

7. QA Tours Inspection Process

The QA inspections are conducted daily from 0600 thru 2330 hours to monitor contractor performance during normal business hours of 0600 thru 1800 and after hours. The Governments QA program will perform inspections of the contractors work between the hours of 1500 thru 2330 hours and previous night’s 2nd shift work between the hours of 0600 thru 0930. The Government will inspect common areas to include corridors, restrooms and ramps. Deficiencies identified during this time frame will be considered a QA “Fail” because the previous night’s work locations corridors, restrooms and ramps cannot be closed during normal business the next business day due to tenant safety.

8. Customer Service Requests (non-emergency).

The Contractor shall have customer service requests corrected within 45 minutes after receipt of notice for a priority (4) Normal Work, 30 minutes after receipt of notice for a priority (3) Urgent Work, and 30 minutes after receipt of notice for a priority (2) Political Influence service requests during regular working hours. The Building Operations Command Center (BOCC) will receive service call requests from building occupants and notify the Contractor of the work required through a Maximo generated work order. Historically, tasks included servicing appropriate trash and recycling receptacles for special tasks, servicing restrooms, office cleaning, trash, recyclable collection & removal, cleaning common spaces and other miscellaneous requests for janitorial services. Notice is deemed received by the contractor when the notice is posted to Maximo and a work order generated or written notice by the COR.

9. Response to Occupant Complaints.

The COR will report all valid complaints to the Contractor in writing. The Contractor shall respond within 15 minutes to these validated complaints after receipt of notice and provide resolution to the problem within 30 minutes after contractor responds to the complaint (a total of 45 minutes to respond to and resolve complaints is the goal). Notice is deemed received by the contractor when the notice is posted to Maximo and a work order generated. The Contractor shall submit written documentation of service follow-up and response time to the COR within 24 hours of service completion. The contractor will be given one (1) opportunity to correct any deficiencies within the allotted time frame as stated above. Should the contractor fail to correct per contract requirements a square footage deduction as defined in the J-B1 schedules shall be applied to the preceding month’s deduction report.

10. Reserved.

5/20/2014

ATTACHMENT A

SURVEILLANCE ACTIVITY SUMMARY FORM

Contract Number HQ0034-14-R-0078

Fill in the first 3 columns using appropriate entries from the PWS

Required Service

Performance Standard

Acceptable Quality Level

(AQL)

Surveillance Methods

Monitoring Performed by/Date(s)

Compliance with Performance Standard/AQL

Other Comments

FLOORS

5.1.1 5.1.2 5.1.3 5.1.4 5.1.5 5.1.6 5.1.7 5.1.8

Floors are clean and maintained in uniform appearance with no sanitation-related safety hazards present. Baseboards are free of floor cleaning residues and marks. All items moved during cleaning are returned to their original position. Terrazzo floors are clean “Burnished” and maintained to have a consistent and uniform high luster. Elevator floors are cleaned and have a consistent and uniform high luster.

96%

Include, but are not limited to, 100% inspection, random sampling, planned sampling, incidental inspections and validated customer complaints.

Re-waxed floors 5.1.2 5.1.3 5.1.7

Stripped floors: Floor is i.e., free of dirt, stains, deposits, wax, finish, water, and cleaning solutions and is ready for the reapplication of floor finish.

Include, but are not limited to, 100% inspection, random sampling, planned sampling, incidental inspections and validated customer complaints.

Walls/Ceiling

5.1.2 5.1.3 5.1.4 5.1.5 5.1.6 5.1.7

All surfaces are clean, free of dust, marks, and spills.

Air-registers are clean and free of dust.

Include, but are not limited to, 100% inspection, random sampling, planned sampling, incidental inspections and validated customer complaints.

Doors

5.1.2 5.1.3 5.1.4 5.1.5 5.1.6

All door surfaces are clean. Door handles and plates are free of tarnish, streaks, stains, and hand marks.

Include, but are not limited to, 100% inspection, random sampling, planned sampling, incidental inspections and validated customer complaints.

Drinking Fountains 5.1.3

All surfaces, including orifices, bubblers, and drains are clean and disinfected.

Include, but are not limited to, 100% inspection, random sampling, planned sampling, incidental inspections and validated customer complaints.

Glass to include mirror and Plexiglas, and plain glass

5.1.2 5.1.3 5.1.4 5.1.5 5.1.6

All surfaces are clean, free of smudges, streaks, and hand marks.

Glass surfaces are disinfected.

Include, but are not limited to, 100% inspection, random sampling, planned sampling, incidental inspections and validated customer complaints.

Restrooms, showers, kitchenettes

5.1.2 5.1.4 5.4

All surfaces fixtures are clean. Metal surfaces polished. All product dispensers are functional and not damaged.

Paper and soap products are stocked at all times. COR notified whenever graffiti cannot be removed. Restroom floors are clean “Not” waxed.

Include, but are not limited to, 100% inspection, random sampling, planned sampling, incidental inspections and validated customer complaints.

Recycle Bins

5.1.3 5.1.4 5.1.5 5.1.6

5.3

No recycle bin (Cardboard or Fiberglass) is left full or overflowing.

The bin exterior and interior are clean. The area surrounding the bin is clean and clear of recyclables and trash.

Include, but are not limited to, 100% inspection, random sampling, planned sampling, incidental inspections and validated customer complaints.

Windows 5.2.1

Interior window frames and sills are clean.

Include, but are not limited to, 100% inspection, random sampling, planned sampling, incidental inspections and validated customer complaints.

Carpet surface

5.1.3 5.1.4

Carpet is clean per Original Equipment Manufacturer (OEM), free of dirt, stains and spots.

Include, but are not limited to, 100% inspection, random sampling, planned sampling, incidental inspections and validated customer complaints.

Attachment J-C2