Attachment_H_Janitorial_Services_in_Hawaii__-_QASP.pdf

Attachment H HSCEMR-14-R-00002

Page 1 August 26, 2014

DEPARTMENT OF HOMELAND SECURITY

IMMIGRATION AND CUSTOM ENFORCEMENT

OFFICE OF FACILITIES MANAGEMENT

JANITORIAL SERVICES FOR HONOLULU, HAWAII FIELD OFFICE

QUALITY ASSURANCE SURVEILLANCE PLAN

1. INTRODUCTION

The Government’s Quality Assurance Surveillance Plan (QASP) is based on the premise that the service provider, and not the Government, is responsible for the day-to-day performance of the work and all the management and quality control actions required to meet the terms of the contract. The role of the Government in quality assurance is to ensure performance standards are achieved and maintained. The service provider is required to develop a comprehensive program of inspections and monitoring actions and to document its approach in a Quality Control Plan (QCP). The service provider’s QCP, upon approval by the Government, will be made a part of the resulting contractual agreement.

This QASP is designed to provide an effective surveillance method to monitor the service provider’s performance relative to the requirements listed in the agreement. The QASP illustrates the systematic method the Government (or its designated representative) will use to evaluate the services the service provider is required to furnish.

This QASP is based on the premise that the Government must validate that the service provider is complying with Government-mandated quality standards in all aspects of the services provided. Performance standards address all facets of operations, including quality; accuracy;

completeness; timeliness; safety and health; conformance with statutory, regulatory, and policy guidance; appropriate use and care of government furnished property, information, or facilities;

data and records management; etc. Good management by the service provider and use of an approved QCP will ensure that the services are provided within acceptable quality levels.

2. DEFINITIONS

Performance Requirements Summary (Attachment 1): The Performance Requirements Summary (PRS) communicates what the Government intends to inspect for quality. The PRS may be based on published standards for specific types of services, or it may be developed for the individual acquisition. The PRS identifies performance standards and quality levels essential for successful performance of each contractual requirement. The PRS is used by the Government (or its designated representative) when conducting quality assurance surveillance to guide them through the inspection and review processes.

Functional Area: A logical grouping of performance standards.

Contracting Officer’s Representative (COR): The COR interacts with the service provider to inspect and accept services/work performed in accordance with the technical standards prescribed in the agreement. The Contracting Officer issues a written memorandum that appoints the COR. Other individuals may be designated to assist in the inspection and quality assurance surveillance activities.

Performance Standards: The performance standards are established in the following documents, manuals, specifications, or contract clauses (list as appropriate). Other standards may also be defined in the agreement.

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Measures: The method for evaluating compliance with the standards.

Acceptable Quality Level: The minimum level of quality that will be accepted by the Government in order to meet the performance standard.

Withholding: Amount of monthly invoice payment withheld pending correction of a deficiency.

See Attachment 1 for information on percentage of invoice amount that may be withheld for each deficiency. Funds withheld from payment are recoverable if the COR and Contracting Officer confirm resolution/correction, and should be included in the next invoice submitted.

Deduction: Funds may be deducted from a monthly invoice for an egregious act or event, or if the same deficiency continues to occur. The service provider will be notified immediately if such a situation arises. The Contracting Officer, in consultation with the Program Office, will determine the amount of the deduction. Amounts deducted are not recoverable.

3. QUALITY CONTROL PLAN:

As a part of its agreement with the Government, the service provider is required to develop, implement, and maintain a Quality Control Plan (QCP) that illustrates the methods it will use to review its performance to ensure it conforms to the performance requirements. (See Attachment 1 for a summary list of performance requirements.) Such reviews are performed by the service provider in order to validate its operations and assure the Government that the services meet the performance standards.

The service provider’s QCP should include monitoring methods that ensure and demonstrate its compliance with the performance standards. This includes inspection methods and schedules that are consistent with the regular reviews conducted by the government. The reports and other results generated by the service provider’s QCP activities should be provided to the COR as requested.

The frequency and type of the service provider’s reviews should be consistent with what is necessary in order to ensure compliance with the performance standards, but no less frequent than what is described in the Government’s monitoring instrument/worksheets (See Attachment 1).

The service provider is encouraged not to limit its inspection to only the processes outlined in the Government’s standard; however, certain key documents must be provided by the contractor to assure the Government that the services meet the performance standards. Some of the documentation that must be generated and made available to the COR for inspection is listed below. The list is intended as illustrative and is not all-inclusive. The service provider must develop and implement a program that addresses the specific requirement of each standard and the means it will use to document compliance.

• Written policies and procedures to implement and assess operational requirements of the standard

• Documentation and recording keeping that ensure ongoing operational compliance with the standards (e.g.; inventories, logbooks, register of receipts, reports, etc.)

• Staff training records

• Investigative reports

• Medical records

• Records of investigative actions taken

• Equipment inspections

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• System tests and evaluation

4. METHODS OF SURVEILLANCE

The Government will inspect the service provider’s operations using worksheets it developed for this purpose. All operations will be subject to an annual review using the procedures outlined in the contract and the monitoring instruments identified in the standards.

Some operations may have an on-site or local COR (and/or designee) who will perform regular and more frequent inspections. This will help the COR or designee assess overall performance, by reviewing specific items within identified functional areas on a daily, weekly, monthly, and/or quarterly basis. Both annual and routine inspections will include a review of the service provider’s QCP activities including the reports and results generated by them.

The COR or designee will evaluate the service provider’s performance by (a) conducting site visits, (b) reviewing documentation, and (c) interviewing the service provider’s personnel. For day-to-day activities, the Government will conduct its surveillance using the worksheets created for this purpose, along with the other reports and the “Contract Performance Monitoring Tool” set forth in Attachment 3. Where Government standards are referenced for review purposes, the instruments and other identified sources will be used. The Contract Performance Monitoring Tool will be created for each task order issued for this contract.

4.1 Site Visits: Site visits are used to observe actual performance and to conduct interviews to determine the extent of compliance with performance standards, and to ensure any noted defects are effectively addressed and corrected as quickly as possible. Routine reviews may involve direct observation of contractor personnel performing tasks, interacting with government staff or the public, and/or reviewing documentation that demonstrates compliance with standards. On-site inspections may be performed by the ICE COR or by other parties designated as representatives of ICE. Inspections may be either planned in advance or conducted ad-hoc.

4.2 Ad-Hoc: These inspections are unscheduled and will be conducted as a result of special interests arising from routine monitoring of the service provider’s QCP, an unusual occurrence pertaining to the agreement, or other ICE concerns. These inspections may also be used as a follow-up to a previous inspection. Inspection findings will be provided to contractor personnel as appropriate.

When visiting a site, either the COR or a designated third party may conduct their own inspections of contractor performance activities, or accompany the service provider’s designated Quality Control Inspector (QCI) on scheduled inspections. The COR may also immediately inspect the same area as soon as the QCI has completed the quality control inspection to determine if any surveillance areas were overlooked. The COR may also inspect an area prior to the QCI and compare results. The COR will record all findings; defects noted will be provided in writing and must be corrected within a reasonable amount of time (See Attachment 2).

4.3 Review of Documentation: The service provider must develop and maintain all documentation as prescribed in the performance standards (e.g., post logs, policies, and records of corrective actions). In addition to the documentation prescribed by the standards, the service provider must also develop and maintain documentation that demonstrates the results of its own inspections as prescribed in its QCP. The COR will review both forms of documentation

Page 4 August 26, 2014 to affirm that conditions, policies/procedures, and incident handling all conform to the performance standards stated herein. When reviewing the contractor’s documentation, the Government may review 100% of the documents or a representative sample. Documentation may be reviewed during a site visit or at intervals throughout the period of performance.

4.4 Interviews and Other Feedback: The COR will interview key members of the contractor’s staff and Government personnel to ascertain current practices and the extent of compliance with the performance standards.

5. FUNCTIONAL PERFORMANCE AREAS AND STANDARDS

To facilitate the performance review process, the required performance standards are organized into separate areas. Each area represents a proportionate share (i.e., weight) of the fixed per-hour rate which may be paid to the service provider based on meeting the performance standards. Payment withholdings will be based on these percentages and weights applied to the overall monthly invoice.

The Government may, consistent with the scope of the contract, unilaterally change the functional areas and associated standards associated with a specific functional area. The Contracting Officer will notify the contractor at least thirty (30) calendar days in advance of implementation of the new standard(s). If the service provider is not provided with this notification, adjustment to the new standard must be made within 30 calendar days after notification. If any change affects pricing, the service provider may submit a request for equitable price adjustment in accordance with the “Changes” clause. ICE reserves the right to develop and implement new inspection techniques and instructions at any time during performance without notice to the service provider, so long as the standards are not more stringent than those being replaced.

6. FAILURE TO MEET PERFORMANCE STANDARDS

Performance of services in conformance with the PRS standards is essential for the contractor to receive full payment as identified in the agreement. The Contracting Officer may take deductions against the monthly invoices for unsatisfactory performance documented through surveillance of the service provider’s activities gained through site inspections, reviews of documentation (including monthly QCP reports), interviews, and other feedback. As a result of its surveillance, the service provider will be assigned the following rating relative to each performance standard (examples only; may be changed):

Rating Description

Acceptable

Based on the measures, the performance standard is demonstrated.

Deficient

Based on the measures, compliance with most of the attributes of the performance standard is demonstrated or observed, with some area(s) needing improvement. There are no critical areas of unacceptable performance.

At-Risk

Based on the performance measures, the majority of a performance standard’s attributes are not met.

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Using the above standards as a guide, the Contracting Officer will implement adjustments to the contractor’s monthly invoice as prescribed in Attachment 1. Rather than withholding funds until a deficiency is corrected, there may be times when a deficiency is so egregious that the Government deducts (vs. “withholds”) amounts from the service provider’s monthly invoice.

This may occur when a specific event occurs, when a particular deficiency is noted three (3) or more times without correction, or when the contractor has failed to take timely action on a deficiency about which he was properly and timely notified. The amount deducted will be consistent with the relative weight of the functional performance area where the deficiency was noted. The deduction may be a one-time event, or it may continue until the service provider has either corrected the deficiency or made substantial progress in the correction.

7. NOTIFICATIONS

(a) Based on the inspection of the service provider’s performance, the COR will document instances of deficient or at-risk performance (e.g., noncompliance with the standard) using the contract discrepancy report (CDR) located at Attachment 2. To the extent practicable, issues should be resolved informally, with the COR and service provider working together.

When documentation of an issue or deficiency is required, the procedures set forth in this section will be followed.

(b) When a CDR is required to document performance issues, it will be submitted to the service provider with a date when a response is due. Upon receipt of a CDR, the service provider must immediately assess the situation and either correct the deficiency as quickly as possible or prepare a corrective action plan. In either event, the service provider must return the CDR with the action planned or taken noted. After the COR reviews the service provider’s response to the CDR including its plan/remedy, the COR will either accept plan or correction or reject the correction/plan for revision and provide an explanation. This process should take no more than one week. The CDR should not be used as a substitute for quality control by the service provider.

(c) The COR and CO, in addition to any other designated ICE official, shall be notified immediately in the event of all emergencies. Emergencies include, but are not limited to the following: activation of response teams; disturbances; demonstrations; workplace actions (strikes, violence, protests); use of force; injuries requiring medical attention; fires; weapons discharge; adverse incidents that attract unusual interest or significant publicity; adverse weather (e.g., hurricanes, floods, ice/snow storms, heat waves, tornadoes); power outages;

bomb threats; significant environmental problems that impact operations; and transportation accidents resulting in injuries, death, or property damage. Note that in an emergency situation, a CDR may not be issued until an investigation has been completed.

(d) If the COR concludes that the deficient or at-risk performance warrants a withholding or deduction, the COR must include the CDR in its reports, with a copy to the Contracting Officer. The CDR must be accompanied by the COR’s investigation report and written recommendation for any withholding. The Contracting Officer will consider the COR’s recommendation and forward the CDR along with any relevant supporting information to the service provider in order to confirm or further discuss the prospective cure, including the Government’s proposed course of action. As described in section 6 above, portions of the monthly invoice amount may be withheld until such time as the corrective action is completed, or a deduction may be taken.

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(e) Following receipt of the service provider’s notification that the correction has been made, the COR may re-inspect the facility. Based upon the COR’s findings, they will recommend that the Contracting Officer continue to withhold a proportionate share of the payment until the correction is made, or accept the correction as final and release the full amount withheld for that issue.

(f) If funds have been withheld and either the Government or the service provider terminates the agreement, those funds will not be released. The service provider may only receive withheld payments upon successful correction of an instance of non-compliance. Further, the service provider is not relieved of full performance of the required services hereunder.

The agreement may be terminated upon adequate notice from the Government based upon any once instance, or failure to remedy deficient performance, even if a deduction was previously taken for any inadequate performance.

(g) The COR will maintain a record of all open and resolved CDRs. The rights of the

Government and remedies described in this section are in addition to all other rights and remedies set forth in this agreement.

8. ATTACHMENTS

Attachment 1 Performance Requirements Summary Attachment 2 Contract Discrepancy Report Attachment 3 Performance Monitoring Tool

Page 1 August 26, 2014

Performance Requirements Summary

Attachment1

PERFORMANCE REQUIREMENTS SUMMARY

REQUIREMENT STANDARD

ALLOWABLE

DEVIATION

METHOD OF

SURVEILLANCE

POSITIVE OR NEGATIVE

INCENTIVE

2.1 Vacuum Carpet

-Vacuum all carpeted floor areas utilizing High Efficiency Particulate Air (HEPA) vacuums.

-Carpeted floor areas are maintained free of obvious dirt, dust, and other debris and residual matter.

-Move chairs, trash receptacles, & easily removable items to vacuum underneath & return them to their original positions.

-Report all tears, burns, & raveling to the

COR.

1% of quality standards

Scheduled and un-scheduled site visits

Will be reflected in performance report

2.2 Carpet Bonneting (High Traffic Area)

-Carpet traffic areas and common and office areas shall be surfaced cleaned.

-Carpet areas shall be clean, free of spots, spills, and removable stains -Non-absorbent pads or foil will be placed between carpet and furnishings, if necessary -Any rust or stains due to contractor’s lack of protection shall be removed by the contractor, or by Government at contractor’s expense

Quality review of documents and other deliverables

Will be reflected in performance report

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ALLOWABLE

DEVIATION

METHOD OF

SURVEILLANCE

POSITIVE OR NEGATIVE

INCENTIVE

2.2 Carpet Bonneting (High Traffic Area)

-Responsible for removing spots/stains smaller than two square feet.

-Responsible for returning any furnishing/floor mats moved, shall be rerturned to original position during the carpet shampoo process when carpets are dry.

Site visits and coordination with the

COR.

Will be reflected in performance report

2.3 Shampoo Carpet/Deep Clean

-All carpets shall be clean, free of spots, spills, and removable stains utilizing a steam/heat extraction type method.

-Non-absorbent pads or foil placed between carpet & furnishings, if necessary -Any rust or stains resulting from the contractor’s lack of protection shall be removed by the contractor, or by Government at contractor’s expense -Any furnishing/floor mats moved during shampoo process shall be returned to its original positions once carpets are dry

Site visits and coordination with the

COR.

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ALLOWABLE

DEVIATION

METHOD OF

SURVEILLANCE

POSITIVE OR NEGATIVE

INCENTIVE

2.4 Sweep Floor

-Sweep and dust mop uncarpeted floors, if needed -Floor surfaces shall be maintained clean and free of marks, dirt, spills, dust, visible litter, and other foreign matter -Chairs, trash receptacles, and easily moveable items are to be swept underneath and returned to their original positions upon completion -No dirt shall be left in corners, under furniture or behind doors

COR.

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ALLOWABLE

DEVIATION

METHOD OF

SURVEILLANCE

POSITIVE OR NEGATIVE

INCENTIVE

2.5 Damp Mopping Floors

-All tile and resilient flooring areas shall be damp mop, including corners and abutments. They shall be clean and free of dirt, water streaks, rust stains, mop marks, string, gum, grease, tar.

-All surfaces shall be dry and the corners clean.

-Move chairs, trash receptacles, and easily movable items to mop underneath and return to original positions.

-Remove all splash marks or mop streaks on furniture, walls, baseboards, etc., or mop strands remaining in the area.

-Shall not mop wood or carpeted floors -Shall display caution signs when cleaning floors in an area where people other than contract personnel are or will be present before the floors are dry

COR.

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ALLOWABLE

DEVIATION

METHOD OF

SURVEILLANCE

POSITIVE OR NEGATIVE

INCENTIVE

2.6 Mopping and Spray Buffing

Floors

-All resilient and hard floor areas shall be damp mopped and spray buffed; clean and free of dirt, water, streaks, rust stains, mop marks, string, gum, grease, tar, and present an overall appearance of cleanliness.

--Shall apply a uniform coating of nonskid floor finish for a glossy appearance and free of scuffmarks, heel marks, and other stains and discolorations.

-Shall not apply floor finish to surfaces that have not been cleaned.

-All surfaces shall be dry & all corners clean.

-Shall not be any built up wax on floors, baseboards, or walls -Shall remove all splash marks or mop streaks on furniture, walls, baseboards, etc.

or mop strands remaining in the area -Shall not mop wood or carpeted floors -Shall display the appropriate precaution signs such as “Caution” when cleaning the floors and other than contractor personnel are present.

COR.

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ALLOWABLE

DEVIATION

METHOD OF

SURVEILLANCE

POSITIVE OR NEGATIVE

INCENTIVE

2.7 Stripping Wax and Applying

New Seal & Wax

-All tile and resilient flooring areas shall be free of old wax when stripped -A new base coat of non-slip floor wax shall be placed on the floor to ensure after buffing, the finish is clean, glossy and uniform in all areas.

-Shall be no built up of wax in corners, doorsteps, or next to carpeted areas.

-Use applicable protective coating and number of coats depending on the type of floor in accordance with coating manufacturer’s recommendation -Periodic maintenance of different types of floors such as marble and sheet vinyl flooring may differ from the normal stripping and coating of other types of flooring

COR.

Will be reflected in performance report

2.8 Clean Walk-Off Mats -Government Furnished floor mats shall be vacuumed to remove soil and grit and to restore resiliency of the carpet pile.

-Shall sweep, vacuum, or hose down outside rubber or polyester entrance mats to remove soil and grit -Shall remove soil and moisture underneath entrance mats and return mats to their normal location

COR.

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ALLOWABLE

DEVIATION

METHOD OF

SURVEILLANCE

POSITIVE OR NEGATIVE

INCENTIVE

2.9 Stairways/Stairwells -Shall clean, sweep, and mop

stairways/stairwells and surrounding areas -Stairways, including landing, railing, steps, risers, and fire protection equipment shall be free of obvious dirt, debris, discarded material and dust

COR.

Will be reflected in performance report

2.10 Remove Trash

-Shall empty and return to their initial location all wastebaskets, cigarette butt receptacles (ashtrays, butt cans, etc.), and other trash containers within the area -Boxes, cans and papers placed near a trash receptacle and plastic trash receptacle liners in such receptacles shall be replaced -Shall remove ashes and debris from community cigarette butt receptacles and place in a nonflammable container -Shall dispose of trash in plastic bags secured with bag ties and placed in dumpster -Shall pick up any trash that may fall in or around the facility or grounds during removal of collected trash

COR.

Will be reflected in performance report

2.11 Cleaning and Sanitizing

Waste Receptacles (Min. 36 Gals)

-Waste receptacles shall be emptied, water hosed down, cleaned, and sanitized -All trash cans/receptacles shall be kept free of spillage and grime

COR.

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ALLOWABLE

DEVIATION

METHOD OF

SURVEILLANCE

POSITIVE OR NEGATIVE

INCENTIVE

2.12 Perform Dusting, Low -Shall thoroughly dust all horizontal surfaces of furniture and cleared desk tops so that after dusting, lint, litter, and dry soil -Shall be no dust streaks -Corner crevices, molding, and ledges shall be free of all dust -Shall be no oils, spots, smudges, or streaks on dusted surfaces caused by dusting tools -Working papers shall not be disturbed -Desk type items shall be lifted and dust removed from the surrounding areas -Shall not dust typewriters, computers, business machines and equipment similar in nature without permission of the employee -Shall ask employee before proceeding with dusting and cleaning of such equipment -Shall not use feather duster, use damp cloth

2.13 Clean Glass Doors/Partitions -Shall damp wipe mirrors and both sides of all glass in doors, display cases and adjacent trims, partitions and bookcases and any other glass within approximately 70 inches of the floor

2.14 Cleaning Interior/Exterior

Window

-Shall clean interior and exterior window surface and adjacent areas to ensure that all surfaces of interior/exterior are clean -All glass surfaces are to be free of streaks and stains and all adjacent surfaces are to be dry -All glass surfaces shall be free of paint, putty, film, and foreign matter

Page 9 August 26, 2014

ALLOWABLE

DEVIATION

METHOD OF

SURVEILLANCE

POSITIVE OR NEGATIVE

INCENTIVE

2.15 Cleaning Drinking Fountains

& Bottled Water Dispenser

-Shall clean and disinfect drinking fountains and water dispensers to ensure water spouts and fountains are clean & sanitized

2.16 Clean Break

Room/Lunch/Lounge Areas

-Shall clean all tabletops and chairs, soda machines, walls and doors and disinfect surfaces areas.

-Surfaces areas shall be free of dirt, spills, drips, removable stains, and food and beverage remnants.

-Shall vacuum carpet thoroughly -Trash cans used for food remnants shall be cleaned and sanitized

2.17 Clean government Owned

Refrigerator and Microwave

-Shall damp wipe with an approved food service disinfecting agent, both inside and outside of microwave and refrigerator -Refrigerator and microwave shall be free of spills, drips, food splatters, removable stains and food remnants -Government Owned refrigerator and microwave are located in the common area(s)/break room(s)

On-site COR will coordinate the day and time for the cleaning of the inside of the microwave &refrigerator

Page 10 August 26, 2014

ALLOWABLE

DEVIATION

METHOD OF

SURVEILLANCE

POSITIVE OR NEGATIVE

INCENTIVE

2.18 Perform Spot Cleaning -Shall perform spot cleaning by removing smudges, fingerprints, marks, graffiti, streaks, etc. ,from washable surfaces of the walls, partitions, baseboards, doors, mirrors, glass, carpets, window surfaces, floors, and fixtures -Shall use germicidal detergent in restrooms, locker rooms, break areas, exercise room, and drinking fountains -Brass hardware, aluminum bars, and other metal on doors and cigarette urns shall have a uniform appearance, and be free of stains, spots, and free from evidence of soil

2.19 Sweep and Damp Mop

Restroom/Locker Room/Holding Cell Floors

-Shall sweep floor to be free of visible litter, dirt, dust, mud, and foreign debris -Holding cells with drains shall be hosed down with water to eliminate dirt, mud , or other debris -Trained cleaning crew shall use clothing and equipment IAW OSHA regulations shall clean spills of all bio-hazardous waste promptly -After mopping and/or hosing, floors shall have a uniform appearance and be free of streaks, debris, or standing water -Holding cells will only be entered for the purpose of cleaning or re-supplying when detainees are not present

Page 11 August 26, 2014

ALLOWABLE

DEVIATION

METHOD OF

SURVEILLANCE

POSITIVE OR NEGATIVE

INCENTIVE

2.20 Clean/Disinfect

Restrooms/Locker Rooms/

Holding Cells/Showers

-Shall disinfect all surfaces of partitions, stalls, faces of toilet bowls, urinals, lavatories, showers, dispensers, exercise equipment, and other such surfaces -Shall use a germicidal detergent followed by a clean water rinse so that after cleaning they are free of stains, marks, and dirt to include the interior and exterior of glass or plastic windows, doors, walls, dividers, and utilities within the holding cells -Shall place toilet seats in an upright position when cleaned -Shall damp wipe and polish dry mirrors, restrooms vanities, shelves, dispensers, chrome fixtures and exposed pipes up to 7 feet from the floor -Shall enter holding cells only for the purpose of cleaning or resupplying when detainees are not present

2.21 De-scaling Restrooms/

Locker Rooms/Holding Cells

-Shall de-scale toilet bowls and urinals so entire surfaces are free from streaks, stains, scales, scum, urine deposits, and rust stains -Sanitary receptacles in women’s restroom and locker room shall be cleaned and washed -Shall clean surface of paper towel cabinets and soap dispenser -Shall enter holding cells only for the purpose of cleaning or resupplying when detainees are not present

Page 12 August 26, 2014

ALLOWABLE

DEVIATION

METHOD OF

SURVEILLANCE

POSITIVE OR NEGATIVE

INCENTIVE

2.22 Supply Restrooms/Locker

Rooms/Holding Cells

-Shall check and re-supply restrooms, locker rooms, and holding cells with toilet paper, paper towels, and hand soap, so that the rooms are sufficiently stocked until the next cleaning schedule

- Shall enter holding cells only for the purpose of cleaning or resupplying when detainees are not present

2.23 Clean Gym/Weight Room

Area

-Shall damp wipe and sanitize chairs, benches, and cardio equipment in the gym area -Floors should be vacuumed, swept, or mopped depending on type of floor and according to manufactures recommendation

2.24 Perform Dusting, High

High cleaning involves all areas over 70 inches tall

-High cleaning shall be provided to maintain a clean dust-free appearance -High cleaning includes Venetian blinds, recessed lighting fixtures, window ledges, flat surfaces, conduit, all overhead piping vertical surfaces, camera fixture covers, AC grills, air conditioning boxes, tops of partitions and ceiling fans where installed -Ceilings shall be free of cobwebs and loose dirt -Shall clean light fixtures so that fixtures shall be free of bugs, dirt, dust, grease or other foreign matter Shall only be responsible for the exterior of the lights

Page 13 August 26, 2014

ALLOWABLE

DEVIATION

METHOD OF

SURVEILLANCE

POSITIVE OR NEGATIVE

INCENTIVE

2.25 Wash Venetian Blinds -Shall wash all blinds in the building -Shall clean all blinds cords -Shall report any defective cords to the COR -Both sides of blind slats shall be clean and free of dust and water spots -Cords shall be free of dust, dirt, stains, and shall not be sticky to the touch

2.26 Dust Venetian Blinds -Both sides of blinds slats shall be dusted so that after dusting, no dust or lint remains

2.27 Clean Air-Conditioning Units, Diffuser and Air Vents/Grills

-All ceiling, door, and wall diffuser/vents shall be maintained to appear clean and free from excessive dust accumulation -Air-Conditioning units (facing the interior of the room) shall be wiped clean and be free of dust, cobwebs, and dirt

2.28 Clean Light Fixtures -Shall clean light fixtures so that fixture shall be free of bugs, dirt, dust, grease, or other foreign matter -Shall only be responsible for the exterior of the lights

Page 14 August 26, 2014

ALLOWABLE

DEVIATION

METHOD OF

SURVEILLANCE

POSITIVE OR NEGATIVE

INCENTIVE

2.29 Perform cleaning in Main

Lobby/Entrance

-Shall clean public waiting area in main lobby and entrance widows and glass doors, so after cleaning, they are free of paper, trash, bottles, and other discarded material -Benches shall be wiped clean and tile floors shall be damp moped using proper caution signs until floor is dry -Trash cans outside of main entrance shall be emptied and steps and sidewalk fronting main entrance shall be cleaned of debris (approximately 460 square feet)

Page 15 August 26, Attachment 2 - Contract Discrepancy Report

PERFORMANCE DISCREPANCY REPORT

1. CONTRACT NUMBER

Report Number: Date:

2. TO: (Contractor and Manager Name)

3. FROM: (Name of COR)

DATES

CONTRACTOR NOTIFICATION

CONTRACTOR RESPONSE

DUE BY

RETURNED BY CONTRACTOR ACTION COMPLETE

4. DISCREPANCY OR PROBLEM (Describe in Detail: Include reference in PWS / Directive: Attach continuation sheet if necessary.)

5. SIGNATURE OF CONTRACTING OFFICER’S TECHNICAL REPRESENTATIVE (COR)

6. TO: (COR)

7. FROM: (Contractor)

8. CONTRACTOR RESPONSE AS TO CAUSE, CORRECTIVE ACTION AND ACTIONS TO PREVENT RECURRENCE. ATTACH CONTINUATION SHEET IF NECESSARY. (Cite applicable Q.A. program procedures or new A.W. procedures.)

9. SIGNATURE OF CONTRACTOR REPRESENTATIVE

10. DATE

11. GOVERNMENT EVALUATION OF CONTRACTOR RESPONSE/RESOLUTION PLAN: (Acceptable response/plan, partial acceptance of response/plan, rejection: attach continuation sheet if necessary)

12. GOVERNMENT ACTIONS (Payment withholding, cure notice, show cause, other.)

CLOSE OUT

NAME AND TITLE SIGNATURE DATE

CONTRACTOR

NOTIFIED

COR

CONTRACTING

OFFICER

Page 16 August 26, 2014

Performance Monitoring Tool Attachment 3

Honolulu, Hawaii Field Office Janitorial Services

(Name of Contractor/Contract Number) Performance Monitoring Tool Mm/dd/yyyy: _______

Frequency

STANDARD

Rating A/D/R

Corrective Action Required / Comments Due Date

D W BW M BM Q S A

2.1 Vacuum all carpeted floor

areas.

X

A

Contractor staff vacuum all carpeted floor areas utilizing

High Efficiency Particulate Air (HEPA) vacuums.

B

Ensure all carpeted floor areas are maintained free of obvious dirt, dust, and other debris and residual matter.

C

Ensure all chairs, trash receptacles, and easily removable items to vacuum underneath and return them to their original positions.

D

Ensure all tears, burns, and raveling of carpeted floor areas are reported to the COR,

2.2 Carpet bonneting of high

traffic areas and common areas and office areas shall be surfaced cleaned.

Surface clean carpet traffic areas, common & office areas.

Page 17 August 26, 2014

Corrective Action Required /

B

Carpet areas shall be clean, free of spots, spills, and removable stains.

C

Ensure non-absorbent pads or foil are placed between carpet and furnishings, if necessary

D

Ensure any rust or stains resulting from contractor’s lack of protection are removed by contractor or by Government at contractor’s expense.

E Remove spots/stains smaller than two square feet.

F

Return any furnishing/floor mats moved during carpet shampoo process, back to original position when carpets are dry.

2.3 Shampoo Carpet Break

Rooms/Lunch Room = Monthly & Shampoo

Carpet/Deep Clean = Semi Annual

X

X A Ensure all carpets are clean, free of spots, spills, and removable stains utilizing a steam/heat extraction type method.

X

X B Non-absorbent pads or foil placed between carpet and furnishings, if necessary.

X

X C Ensure any rust or stains resulting from contractor’s lack of protection is removed by contractor, or by Government at

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contractor’s expense

X

X D Any furnishing/floor mats moved during shampoo process shall be returned to its original position once carpets are dry.

2.4 Sweep & Dust Mop

Uncarpeted Floor

X

A. Ensure all uncarpeted floors are swept and dust mopped, if needed.

X

B Ensure floor surfaces are maintained cleaned and free of marks, dirt, spills, dust, visible litter, and other foreign matter.

X

C Sweep underneath chairs, trash receptacles, and easily moveable items and return to their original positions upon completion.

X D Ensure no dirt is left in corners, under furniture or behind doors.

2.5 Damp Mopping Floors

2X

A. Damp mop all tile and resilient flooring surface areas, including corners, abutments and ensure they are clean and free of dirt, water streaks, rust stains, mop marks, string, gum, grease, and tar.

2X B Ensure all flooring surfaces are dry and corners clean.

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2X

C Ensure all chairs, trash receptacles, and easily movable items to mop underneath are returned back to their original position.

2X

D Remove all splash marks or mop streaks on furniture, walls, baseboards, and mop strands in remaining areas.

2X

E Display caution signs when cleaning floors in an area where people other than contract personnel are or will be present before floors are dry.

2.6 Mop and Spray Buff Floors

X A. Ensure all resilient and hard floor areas are damp mopped, sprayed, buffed; cleaned and free of dirt, water, streaks, rust stains, mop marks, string, gum, grease, tar, and present an overall appearance of cleanliness.

X B Apply a uniform coating of nonskid floor finish for a glossy appearance and free of scuffmarks, heel marks, and other stains & discolorations.

X C Ensure floor finish is applied to only cleaned floor(s)

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X D Ensure all surfaces are dry & all corners clean.

X E Ensure no built up wax on floors, baseboards, or walls.

X F Remove all splash marks or mop streaks on furniture, walls, baseboards, and mop strands remaining in the area

X G Ensure wood or carpeted floors is not mopped

X H Ensure display appropriate precaution signs such as

“Caution” when cleaning the floors and other than contractor personnel are present.

2.7 Stripping Wax and

Applying New Seal & Wax

X A Ensure all tile and resilient flooring areas is free of old wax when stripped.

X B Ensure new base coat of non-slip floor wax is placed on the floor to ensure after buffing, the finish is clean, gloss and uniform in all areas.

X C Ensure there is no built up of wax in corners, doorsteps, or next to carpeted areas.

X D Use applicable protective coating and number of coats depending on the type of floor in accordance with coating

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X E Periodic maintenance of different types of floors such as marble and sheet vinyl flooring may differ from the normal stripping and coating of other types of flooring.

2.8 Clean Walk-Off Mats

Government Furnished floor mats shall be vacuumed to remove soil and grit and to restore resiliency of the carpet pile.

X

B Ensure to sweep, vacuum, or hose down outside rubber or polyester entrance mats to remove soil and grit.

X

C Ensure to remove soil and moisture underneath entrance mats and return mats to their normal location.

2.9 Stairways/Stairwells

X A Ensure to clean, sweep, and mop stairways/stairwells, and surrounding areas.

X B Stairways, including landing, railing, steps, risers, and fire protection equipment shall be free of obvious dirt, debris, Page 22 August 26, 2014

Corrective Action Required / Comments Due Date discarded material and dust.

2.10 Remove Trash

A Ensure to empty and return to their initial location all wastebaskets, cigarette butt receptacles (ashtrays, butt cans, etc.) and other trash containers within the area.

2X

B Ensure to remove any boxes, cans and papers placed near a trash receptacle and plastic trash receptacle liners in such receptacles shall be replaced.

2X

C Ensure to remove ashes and debris from community cigarette butt receptacles and place in a nonflammable container.

2X

D Ensure to dispose of trash in plastic bags secured with bag ties and place in the dumpster

2X

E Ensure to pick up any trash that may fall in or around the facility or grounds during removal of collected trash.

2.11 Cleaning and Sanitizing

Waste Receptacles (Min. 36 Gals) - * See Special Note*

Waste receptacles shall be emptied, water hosed down, cleaned, and sanitized.

* B All trash cans/receptacles shall

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be kept free of spillage and grime.

2.12 Perform Dusting, Low

A Thoroughly dust all horizontal surfaces of furniture and cleared desk tops so that after dusting, lint, litter, and dry soil are removed.

B Ensure no dust streaks are left behind.

X C Corner crevices, molding, and ledges shall be free of all dust.

X

D Ensure no oils, spots, smudges, or streaks on dusted surfaces caused by dusting tools.

X E Ensure working papers are not disturbed

X

F Ensure desk type items are lifted and dust removed from the surrounding areas

X

G Ensure not to dust typewriters, computers, business machines and equipment similar in nature without permission of the employee.

X

H Ensure to ask employee before proceeding with dusting and cleaning of such equipment

X I Ensure to use damp cloth and not feather duster.

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2.13 Clean Glass, Doors, Partitions

A Ensure to damp wipe mirrors and both sides of all glass in doors, display cases and adjacent trims, partitions and bookcases and any other glass within approximately 70 inches of the floor.

2.14 Cleaning Interior/Exterior

Window

X A Ensure to clean all interior and exterior window surfaces and adjacent areas.

X B Ensure all glass surfaces are free of streaks and stains and all adjacent surfaces are dry.

X C Ensure all glass surfaces are free of paint, putty, film, and foreign matter.

2.15 Cleaning Drinking

Fountains & Bottled Water

Dispenser

X

A Ensure to clean and disinfect drinking fountains & water dispensers to ensure water spouts and fountains are cleared and sanitized.

2.16 Clean Break

Room/Lunch/Lounge Areas

A Ensure to clean all tabletops, chairs, soda machines, walls

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and doors and disinfect surfaces areas.

X

B Ensure surfaces areas are free of dirt, spills, drips, removable stains, and food & beverage remnants.

X C Ensure to vacuum carpet thoroughly

X

D Ensure trash cans used for food remnants are cleaned and sanitized

2.17 Clean Government

Owned Refrigerator &

Microwave

A Ensure to damp wipe with an approved food service disinfecting agent, both inside and outside of microwave and refrigerator

X

B Ensure refrigerator and microwave are free of spills, drips, food splatters, removable stains and food remnants

X

C Ensure Government Owned refrigerator and microwave are located in the common area(s)/break room(s)

2.18 Perform Spot Cleaning

A Ensure to perform spot cleaning by removing smudges, fingerprints, marks, graffiti, streaks, etc., from washable

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surfaces of the walls, partitions, baseboards, doors, mirrors, glass, carpets, window surfaces, floors, and fixtures.

X

B Ensure to use germicidal detergent in restrooms, locker rooms, break areas, exercise room, and drinking fountains.

X

C Ensure brass hardware, aluminum bars, other metal on doors and cigarette urns have a uniform appearance, and are free of stains, spots, and free from evidence(s) of soil.

2.19 Sweep & Damp Mop

Restroom/Locker

Room/Holding Cell Floors

A Ensure floors are sweep to be free of visible litter, dirt, dust, mud, and foreign debris

X

B Ensure holding cells with drains are hosed down with water to eliminate dirt, mud, or other debris

X

C Trained cleaning crew shall use clothing and equipment IAW

OSHA regulations & shall clean spills of all bio-hazardous waste promptly

X

D After mopping and/or hosing, floors shall have a uniform appearance and be free of streaks, debris, or standing water

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X

E Holding cells will only be entered for the purpose of cleaning or re-supplying when detainees are not present.

2.20 Clean/Disinfect

Restrooms/Locker

Rooms/Holding Cells/Showers

A Shall disinfect all surfaces of partitions, stalls, faces of toilet bowls, urinals, lavatories, showers, dispensers, exercise equipment, and other such surfaces

X

B Shall use a germicidal detergent followed by a clean water rinse so that after cleaning they are free of stains, marks, and dirt to include the interior and exterior of glass or plastic windows, doors, walls, dividers, and utilities within the holding cells

X C Shall place toilet seats in an upright position when cleaned.

X

D Shall damp wipe and polish dry mirrors, restrooms vanities, shelves, dispensers, chrome fixtures and exposed pipes up to

7 feet from the floor

X

E Shall enter holding cells only for the purpose of cleaning or resupplying when detainees are not present

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2.21 De-scaling

Restrooms/Locker

Rooms/Holding Cells

A Shall de-scale toilet bowls and urinals so entire surfaces are free from streaks, stains, scales, scrum, urine deposits, and rust stains

X

B Sanitary receptacles in women’s restroom and locker room shall be cleaned and washed

X

C Shall clean surface of paper towel cabinets and soap dispenser

X

D Shall enter holding cells only for the purpose of cleaning or re-

2.22 Supply Restrooms/Locker

Rooms/Holding Cells

A Shall check & re-supply restrooms, locker rooms,& holding cells with toilet paper, paper towels, and hand soap, so that the rooms are sufficiently stocked until the next cleaning schedule

X

B Shall enter holding cells only for the purpose of cleaning or re-

2.23 Clean Gym/Weight Room

Area

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X

A Shall damp wipe and sanitize chairs, benches, and cardio equipment in the gym area

X

B Floors should be vacuumed, swept, or mopped depending on type of floor and according to manufacturer recommendation.

2.24 Perform Dusting, High

cleaning involves all areas over 70 inches tall

A Ensure high cleaning is provided to maintain a clean dust-free appearance

X

B Ensure high cleaning includes Venetian blinds, recessed lighting fixtures, window ledges, flat surfaces, conduit, all overhead piping vertical surfaces, camera fixture covers, A/C grills, A/C boxes, Tops of

Partitions and ceiling fans where installed

X C Ensure ceilings are free of cobwebs and loose dirt

X

D Shall clean light fixtures so that fixtures are free of bugs, dirt, dust, grease or other foreign matters

X E Shall only be responsible for the exterior of the lights

2.25 Wash Venetian Blinds

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X A Shall wash all blinds in the building

X B

Shall clean all blinds cords

X C Shall report any defective cords to the COR

X D Both sides of blind slats shall be clean free of dust and water spots

X E Cords shall be free of dust, dirt, stains, and shall not be sticky to touch

2.26 Dust Venetian Blinds

X A Ensure both sides of blinds slates are dusted so that after dusting, there is no dust or lint remains

2.27 Clean Air-Conditioning

Units, Diffuser and Air

Vents/Grills

X A All ceiling, door, and wall diffuser/vents shall be maintained to appear clean and free from excessive dust accumulation

X B Air Conditioning units (facing the interior of the room) shall be wiped clean, be free of dust, cobwebs, and dirt

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2.28 Clean Light Fixtures

X A Shall clean light fixtures so that fixture shall be free of bugs, dirt, dust, grease, or other foreign matters

X B Shall only be responsible for cleaning the exterior of the lights

2.29 Perform cleaning in Main

Lobby/Entrance

A Shall clean public waiting area in main lobby and entrance windows and glass doors, so after cleaning, they are free of paper, trash, bottles, and other discarded material

X

B Benches shall be wiped clean and tile floors shall be damp moped using proper caution signs until floor is dry

X

C Trash cans outside of main entrance shall be emptied and steps & sidewalk fronting main entrance shall be cleaned of debris (approximately 460 square feet)

Note: Frequency Legend: D=Daily; W= Weekly; BW=Biweekly; M= Monthly; BM= Bimonthly; Q= Quarterly; S=Semiannual; A=Annual; X= when required; 2X = when required twice; *Special Note: Standard 2.11 – Frequency = every 2 Weeks