QASP.pdf

Quality Assurance Surveillance Plan (QASP)

Pool & Fountain Maintenance

For the National Park Service

National Mall & Memorial Parks

Contents

1.0 INTRODUCTION

1.1 PURPOSE

1.2 PERFORMANCE MANAGEMENT APPROACH

1.3 PERFORMANCE MANAGEMENT STRATEGY

2.0 ROLES AND RESPONSIBILITIES

2.1 Contracting Officer

2.2 Contracting Officer Representative

3.0 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

4.0 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

4.2 Customer Feedback

4.3 Acceptable Quality Levels

5.0 QUALITY ASSURANCE DOCUMENTATION

5.1 The Performance Management Feedback Loop

5.2 Monitoring Forms

6.0 ANALYSIS OF QUALITY ASSURANCE MONITORING RESULTS

6.1 Determining Performance

6.2 Reporting

6.3 Reviews and Resolution

6.4 List of Attachments

ATTACHMENT A2 – PERFORMANCE REQUIREMENTS SUMMARY

ATTACHMENT A3 – QUALITY ASSURANCE MONITORING FORM

ATTACHMENT A4 – CUSTOMER COMPLAINT INVESTIGATION

1.0 INTRODUCTION

This quality assurance surveillance plan (QASP) sets forth the procedures and guidelines the National

Park Service (NPS), National Mall & Memorial Parks (NAMA) will use in ensuring the required performance standards or services levels are achieved by the contractor.

1.1 PURPOSE

The purpose of the QASP is to describe the systematic methods used to monitor performance and to identify the required documentation and the resources employed. The QASP provides a means for evaluating whether the contractor is meeting required performance standards.

This QASP defines the roles and responsibilities of all members of the project team, identifies the performance objectives, defines the methodologies used to monitor and evaluate the contractor’s performance, describes quality assurance (QA) documentation requirements, and describes the analysis of the QA monitoring results.

1.2 PERFORMANCE MANAGEMENT APPROACH

This QASP will define the performance management approach taken by the NPS NAMA to monitor the contractor’s performance to ensure realization of performance standards. Performance management rests on developing a capability to review and analyze information generated through performance assessment. The ability to make decisions based on the analysis of performance data is the cornerstone of performance management; this analysis yields information that indicates whether the contractor is achieving acceptable performance.

1.3 PERFORMANCE MANAGEMENT STRATEGY

The contractor is responsible for the quality of all work performed and shall measure quality through the contractor’s quality control (QC) program. QC is the output of work and includes all work performed regardless of whether the work is performed by direct employees, contractor employees, other teaming partners or subcontractors.

The government representative(s) will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against performance standards. The contractor is responsible for making required changes in processes and practices to ensure effective performance management.

2.0 ROLES AND RESPONSIBILITIES

2.1 Contracting Officer

The contracting officer (CO) is responsible for monitoring compliance and administration, and for resolving any differences between the observations documented by the NPS/NAMA contracting officer’s representative (COR) and the contractor. The CO will designate a COR as a government authority for performance management.

2.2 Contracting Officer Representative

The contracting officer’s representative (COR), designated in writing by the CO to act as his or her authorized representative, assists in administering the contract. COR’s limitations are contained in the written appointment letter. The COR is responsible for technical administration of the project and ensures 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. The COR shall refer any changes that the contractor deems may affect price, terms, or conditions to the CO for action. The COR is responsible for completing the QA monitoring forms used to document the inspection and evaluation of the contractor’s work performance. Attachment A3 includes the Quality

Assurance Monitoring Form.

3.0 IDENTIFICATION OF REQUIRED PERFORMANCE

STANDARDS/QUALITY LEVELS

The required performance standards and/or quality levels are included in Attachment A2, “Performance

Requirements Summary.”

4.0 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

To minimize the performance management burden, the government’s evaluation of contractor performance (when appropriate) shall use simplified surveillance methods. The primary methods of surveillance are:

Documentation ‐ Monitoring performed by the COR and to include photographic and written materials provided by the contractor. Includes monthly reporting review.

100% Inspection – Each month the COR shall review the generated documentation and enter summary results into the Quality Assurance Monitoring Forms

Periodic Inspection – The COR will perform up to three (3) inspections, virtual and/or in‐person.

4.2 Customer Feedback

The contractor shall establish and maintain professional communication between its employees and customers. The primary objective of this communication is customer satisfaction. Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and is measurable through customer complaints and surveys.

Performance management drives the contractor to be customer focused through initially and internally addressing customer complaints and investigating the issues and/or problems but the customer always has the option to communicate complaints to the COR, as opposed to the contractor. Customer feedback may be obtained either from the results of formal customer satisfaction surveys or from random customer complaints. Any customer complaints will be investigated by the COR using the Quality Assurance

Monitoring Form – Customer Complaint Investigation, identified in Attachment A4.

4.3 Acceptable Quality Levels

The acceptable quality levels (AQLs) included in Attachment A2, Performance Requirements Summary

Table for contractor performance, are structured to allow the contractor to manage how the work is performed while providing negative incentives for performance shortfalls.

5.0 QUALITY ASSURANCE DOCUMENTATION

5.1 The Performance Management Feedback Loop

Communication of expected outcomes initiates the performance management feedback loop.

Attachment A2 expresses the performance standards expected of the contractor, and the performance monitoring techniques used to assess performance.

5.2 Monitoring Forms

The government’s QA surveillance, accomplished by the COR, will be reported using the monitoring forms in Attachments A3 and A4. The forms, when completed, will document the government’s assessment of the contractor’s performance to ensure achieving the required results.

The COR will retain a copy of all completed QA surveillance forms.

6.0 ANALYSIS OF QUALITY ASSURANCE MONITORING RESULTS

6.1 Determining Performance

Government shall use the monitoring methods cited to determine whether the contractor has met performance standards, service levels, and AQLs. If the contractor has not met the minimum requirements, the government may request the contractor develop a corrective action plan to show how, and by what date, it intends to bring performance up to required levels.

6.2 Reporting

At the end of each month, the COR will prepare a written report for the CO summarizing the overall results of the quality assurance surveillance of the contractor’s performance. This written report, which includes the contractor’s submitted monthly report and the completed quality assurance monitoring forms (Attachments A3 and A4), will become part of the QA documentation. It will enable the government to demonstrate whether the contractor is meeting the stated objectives and/or performance standards including customer satisfaction regarding Task Order cost/technical/scheduling performance.

6.3 Reviews and Resolution

The COR may require the contractor’s project manager or designated alternate, to meet with the CO and other government personnel as deemed necessary to discuss a performance evaluation. The CO or COR will define a frequency of in‐depth reviews with the contractor, however, if the need arises, the contractor will meet with the CO or COR as often as required or per the contractor’s request. The agenda of the reviews may include performance assessment data, issues and concerns of both parties, the projected outlook for upcoming months and progress against expected trends, including a corrective action plan analysis, recommendations for improved efficiency and/or effectiveness, and issues arising from the performance monitoring process.

The COR must coordinate and communicate with the contractor to resolve issues and concerns regarding marginal or unacceptable performance.

The COR and contractor should jointly formulate tactical and long‐term courses of action. Decisions regarding changes to metrics, thresholds, or service levels require clear documentation. A modification can incorporate changes to service, procedures, and metrics.

6.4 List of Attachments

Attachment A2 – Performance Requirements Summary

Attachment A3 – Quality Assurance Monitoring Form

Attachment A4 – Customer Complaint Investigation Form

ATTACHMENT A2 – PERFORMANCE REQUIREMENTS SUMMARY

Task / Critical Subtask

Quality/Performance Standard

Acceptable Quality Levels

Surveillance Method

Incentive

Deficiency Report (D.6.1)

Schedule of site inspections agreed upon. Submission of detailed reports of all deficiencies sent to COR within 2 days after each site inspection.

Submission of all reports done within the first 30 days of contract award. All site reports are written and submitted in the same format.

100% Submitted, reviewed and Accepted by

COR; 100%

Inspection of deficiency reports at each site.

Positive: Contractor has documentation of site conditions prior to start of service; CPARS report Negative: Contractor can be held liable for deficiencies in the operations of pools and fountains if no report is received by the NPS; CPARS report

Maintenance Schedule (D.6.2.1.i)

Submission of one combined maintenance schedule sheet with each site detailed with daily, weekly, monthly, quarterly, semiannual, biannual, and annual tasks within 45 days of contract award.

100% Submitted, reviewed and Accepted by COR

Positive: Contractor and COR will have an easy‐to‐follow schedule to ensure quality of performance; Positive CPARS report Negative: Inability to positively track performance; Delay of monthly payment; Negative CPARS report; Cure Notice;

Termination of Contract

Maintenance Requirements (D.6.2.1.ii)

Submission of a maintenance requirements report written as a SOW for each site and each piece of equipment within 45 days of contract award. All site reports are written and submitted in the same format.

100% Submitted, reviewed and Accepted by COR

Positive: Contractor and COR will have an easy‐to‐follow schedule to ensure quality of performance; Positive CPARS report Negative: Inability to positively track performance; Delay of monthly payment; Negative CPARS report; Cure Notice;

Termination of Contract

Daily Schedule (D.6.2.1.iii

Submission of a daily schedule that clearly displays which sites will be attended to and at what time. Daily schedule also has a general daily SOW describing what work will be done and in what order. Schedule submitted with in the first 45 days of contract award.

100% Submitted, reviewed and Accepted by COR

Positive: Contractor and COR will have an easy‐to‐follow schedule to ensure quality of performance; Positive CPARS report Negative: Inability to positively track performance; Delay of monthly payment; Negative CPARS report; Cure Notice;

Termination of Contract

Preventative Maintenance (D.6.2.2)

PM’s follow the submitted and approved schedule. Deviations from schedule are submitted in writing to the COR with justifications and is approved before deviation occurs.

100% Written Documentation to COR, Random Inspection

Positive: Contractor has documentation; CPARS report Negative: Contractor can be held liable for deficiencies in the operations of pools and fountains if no report is received by the NPS; CPARS report

Spring Start‐up (D.6.3.1.1;11)

Startup is coordinated with COR and occurs when agreed upon, is not delayed due to contractor neglecting to have proper PM’s and inspections done prior.

100% Random Inspection

Positive: CPARS report Negative: Delay of monthly payment; CPARS report; Cure Notice; Termination of Contract

Clean and Healthy Water Features (D.6.3.1.2;4;7‐ 8;11)

All water features are free of trash, debris and are operational. No efflorescence, calcium deposits, or other buildup visible. Water is consistently clear. No algae or other organic growth found in water features. COR is notified if draining/shutdown needs to occur.

90% (100% for notificati on of draining)

Random Inspection, Customer Complaints

Positive: CPARS report Negative: Delay of monthly payment; CPARS report; Cure Notice; Termination of Contract

Chemical Levels and Organic Growth (D.6.3.1.3;5‐6)

Water chemical levels are maintained at each site within required ranges. (Documented in weekly reports)

90% (100%)

Random Inspection (Reports submitted to

COR)

Positive: CPARS report Negative: Delay of monthly payment; CPARS report; Cure Notice; Termination of Contract

Winterization (D.6.3.1.9)

All features are properly winterized and no freeze damage occurs. Winterization is coordinated with COR and completed within the agreed timeline. COR is given list of PM materials needed for each site as they are winterized.

100% Random Inspection, Reports submitted to

COR

Positive: Contractor has documentation of site conditions prior to start of next season; CPARS report Negative: Contractor can be held liable for damages of pools and fountains if freeze damage occurs; CPARS report; Cure Notice; Termination of Contract

Housekeeping (D.6.3.1.10, D.6.5.1)

All areas of the sites within this contract are maintained in a safe and tidy manner. Any PM or approved chemicals stored in any area are neatly organized.

No trash or debris is stored onsite.

100% Random Inspection, Customer Complaints

Positive: CPARS report Negative: CPARS report; Cure Notice

Lighting Systems (D.6.3.7)

Lights and fixtures are maintained and replaced/repaired as they fail.

100% Random Inspection, Customer Complaints

Positive: CPARS report Negative: Delay of monthly payment; CPARS report; Cure Notice; Termination of Contract

Plumbing Systems (D.6.3.8)

Plumbing systems are always maintained leak free and clog free.

100% Random Inspection, Customer Complaints

Positive: CPARS report Negative: Delay of monthly payment; CPARS report; Cure Notice; Termination of Contract

Mechanical Systems (D.6.3.9)

Mechanical systems are always maintained and in proper operation for each season.

100% Random Inspection

Positive: CPARS report Negative: Delay of monthly payment; CPARS report; Cure Notice; Termination of Contract

Electrical Systems (D.6.3.10)

Electrical systems are always maintained to ensure proper operation and safety occurs.

100% Random Inspection, Customer Complaints

Positive: CPARS report Negative: Delay of monthly payment; CPARS report; Cure Notice; Termination of Contract

Reports (D.6.4, D.6.6.2, D.7.1.10, D.8.2)

Reports submitted are detailed and complete. Reports are submitted when required.

100% Reports Submitted to, and accepted by

COR

Positive: CPARS report Negative: Delay of monthly payment; CPARS report; Cure Notice; Termination of Contract

Mementos (D.6.5)

All Mementos are removed and disposed of by 9 am the day after they are placed.

100% Random inspection, Customer Complaint

Positive: CPARS report Negative; CPARS report; Cure Notice

Service Calls, Response (D.7.1, D.7.2, D.7.3)

Contractor responds to service calls within one hour.

Correction of issue/problem is made within 24 hours.

100% 100% Inspection by COR or POC

Positive: CPARS report Negative: Delay of monthly payment; CPARS report; Cure Notice; Termination of Contract

Emergency and Special Events (D.7.4)

Contractor responds to notification of emergency within one hour and begins onsite corrective actions within two hours after direction of the Contracting Office personnel.

Cleanup after special events happen immediately after event is over but no later than the following morning by 9 AM as directed by the COR.

100% Written documentation between Contractor and Contracting Office Personnel, Random Inspections

Positive: CPARS report Negative: Delay of monthly payment; CPARS report; Cure Notice; Termination of Contract

Hours of Operation (D.12)

Contractor has all sites fully maintained and presentable for visitor use during operational hours.

90% Random Inspection, Customer Complaints

Positive: CPARS report Negative: CPARS report; Cure Notice; Termination of Contract

Staffing (D.13)

All requirements are met for staffing coverage.

100% Written documentation submitted to COR/CO, Proven ability to meet requirements in

PWS

Positive: CPARS report Negative: Delay of monthly payment; CPARS report; Cure Notice; Termination of Contract

ATTACHMENT A3 – QUALITY ASSURANCE MONITORING FORM

CONTRACT OR TASK ORDER:

TEAM LEAD:

SURVEY PERIOD:

SURVEILLANCE METHOD (Check):

Random Inspection 100% Inspection Periodic Inspection Customer Complaint

LEVEL OF SURVEILLANCE (Check):

Monthly Quarterly As needed

ANALYSIS OF RESULTS:

Service Provider’s Performance (Check): Meets Standards

Does Not Meet Standards

Narrative of Performance During Survey Period:

PREPARED BY: ___________________________________ DATE: _________________

ATTACHMENT A4 – CUSTOMER COMPLAINT INVESTIGATION

CONTRACTOR: _______________________________________________________________

CONTRACT/TASK ORDER NUMBER: ______________________________________________

DATE/TIME COMPLAINT RECEIVED: ___________________________ ________ AM / PM

SOURCE OF COMPLAINT: ___________________________________________ (NAME)

__________________________________________ (ORGANIZATION)

__________________________________________ (PHONE NUMBER)

__________________________________________ (EMAIL ADDRESS)

NATURE OF COMPLAINT:

RESULTS OF COMPLAINT INVESTIGATION:

DATE/TIME SERVICE PROVIDER INFORMED OF COMPLAINT:

___________________ AM / PM

CORRECTIVE ACTION TAKEN BY SERVICE PROVIDER:

RECEIVED AND VALIDATED BY: ____________________________________________________________________________

PREPARED BY: ___________________________________

DATE: _________________________________________