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QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)
Grounds Maintenance Service Los Angeles National Cemetery Pacific District
Objective: The contract is to provide Grounds Maintenance Services at cemeteries within the Pacific District in accordance with the attached Performance Work Statement (PWS). Contractor's service will provide all labor, materials, supplies, tools, equipment, parts, transportation required to fulfill the requirements of the PWS. This QASP has been developed to evaluate contractor actions while implementing the Performance-based PWS. It is designed to provide an effective surveillance method of monitoring contractor performance for each Contract Line-Item Number and its associated PWS number. The QASP provides a systematic method to evaluate the services and products the contractor is required to furnish. This QASP is based on the premise that the contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the contract. The role of the Government quality assurance personnel is to ensure contract standards are achieved. In this contract, the quality control program is the driver for service quality. The contractor is required to develop a comprehensive program of inspections and monitoring actions. The first major step to ensuring a “self-correcting” contract is to ensure that the quality control program, approved at the beginning of the contract, provides measures needed to lead the contractor to success. Once the quality control program is approved, careful application of the process and standards presented in the remainder of this document will ensure a robust quality assurance program.
| 1. | Government Roles and Responsibilities. The goals and responsibilities of the Government are outlined below. |
| 1.1. | Contracting Officer (CO) Responsibilities: |
The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also assure that the contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance.
| 1.2. | COR Responsibilities: |
| 1. | Ensures supplies or services rendered by Contractor meet contract requirements. |
| 2. | Notifies the CO and the Contractor of any performance deficiencies in writing or by e- mail. |
| 3. | Assists with contract/order closeout. |
| 4. | Ensures discrepancy reports are accurate and reported properly. |
| 5. | Identifies areas that warrant a change in assessment method, frequency, or performance threshold and provides suggestions about the surveillance plan to the CO. |
| 6. | Maintains accurate documentation of Contractor assessment activities as required by the surveillance plan and reports the results of Contractor assessment activities to the CO. |
| 7. | Works with the Contractor and the CO to resolve issues. |
| 8. | Maintains a COR file in accordance with (IAW) the Surveillance Plan and requests CO disposition at the completion of the contract or termination of COR appointment (if applicable). |
| 9. | Submits all requests for corrective action to the CO. |
| 10. | Inspects and accepts Contractor services at the completion of each contract payment period, usually monthly. The COR will certify services received, unless the CO retains the authority for acceptance. |
1.3. Performance Assessment.
The required performance objectives can be found in the PWS. The contractor service requirements are summarized into performance objectives that relate directly to the mission essential items. The performance threshold describes the minimum acceptable levels of service for each requirement. The contractor shall be aware that the absence of any contract requirement from the items surveilled does not detract from its enforceability nor limit the rights or remedies of the Government under any other provision of the contract. In addition, the COR will review the wages of employees to determine if the contractor is paying their employees in accordance with the wage determination.
1.4. Procedures.
The Government COR will periodically perform inspections to ensure Contractor compliance with the appropriate paragraphs of the PWS and will record the results of inspections, noting the date and time. If inspection indicates a performance threshold is not met, the COR will notify the Contractor and the Contracting Officer of the deficiency for correction. The Contractor shall be given a reasonable time after notification to correct the unacceptable performance if such correction is possible. The length of time allowed to correct the problem will depend upon the requirement and the deficiency, and the Contractor will be notified by the CO of the time allowed for correction when the deficiency is reported to the Contractor. The COR will not consider the services complete until all deficiencies have been rectified. Deficiencies not corrected or estimated dates of completion that are not acceptable to the COR will be forwarded to the CO for action.
Performance of the contracted services will occur on Los Angeles National Cemetery property.
The COR will certify services received under this contract in accordance with its terms and conditions, unless the CO retains authority for acceptance. Format is at the discretion of the COR.
Upon notification from the contractor that the defect has been corrected, the COR will re-inspect the area/task associated with the customer complaint or Correction Action Report that was issued by the Government. The COR will verify the root cause and corrective/preventative actions submitted by the contractor are effective and prevent reoccurrence.
1.5. Corrective Action Report (CAR) A CAR shall be used by the COR to document contract requirement findings and subsequent corrective actions to be taken. A computer- generated CAR may be used, provided the information on the CAR remains the same. See attached CAR and instructions for filling out.
1.5.1. Definitions of Critical, Major & Minor Items.
Critical Items. IAW FAR 46.101, a critical non-conformance means a non-conformance that is likely to result in a hazardous or unsafe condition for individuals using, maintaining, or depending upon the services; or is likely to prevent performance of a vital agency mission.
1 COR File should include a copy of the contract/order and all modifications (unless readily available electronically); a copy of COR designation memorandum (if applicable); correspondence between you and the Contractor; copies of correspondence to or from CO; minutes of all meetings; copies of all invoices submitted and paid; and all other documentation of actions submitted by the contractor are effective and prevent reoccurrence.
Items Surveilled and Method of Surveillance:
PWS
Task
Inspection Items include but not limited to:
Acceptable Quality Level
Method of Surveillance
Frequency of Surveillance
| 4.1.2 |
| Pesticide Dispersal Equipment |
| 90% |
| Visual inspection of pesticide dispersal equipment. |
| Monthly |
| 4.1.3 |
| Vehicle use |
| 90% |
| Visually inspection the use of vehicles by the contractor. |
| Weekly |
| 4.1.4 |
| Herbicide spill and decontamination kit |
| 100% |
| Visually inspect for a NIOSH approved spill and decontamination kit on vehicles. |
| Monthly |
| 4.1.5 |
| Mobile phone access |
| 80% |
| Call the contractor during the duty day to confirm phone access. |
| Weekly |
| 4.1.6 |
| Standards of Employee Conduct |
| 90% |
| Visually inspect Contractor employees for standards of dress. |
| Weekly |
| 4.1.7 |
| Handling of Headstones |
| 100% |
| Visually inspect the Contractors handling of headstones. |
| Weekly |
| 4.1.8 |
| Use of Cemetery Facilities |
| 90% |
| Obtain copies of the Contractors driver’s licenses. |
| Weekly |
| 4.1.10 |
| Restrooms |
| 90% |
| Visually inspect the Contractor’s restrooms and ensure that the Contractor is not using Cemetery restrooms. |
| Weekly |
| 4.1.12 |
| Hazardous Material Storage |
| 95% |
| Visually inspect storage area for compliance. |
| Monthly |
| 4.1.13 |
| Cell Phone usage |
| 80% |
| Visually inspect |
| Weekly |
| 4.1.15 |
| Safety & Training |
| 90% |
| Observe training |
| Monthly |
| 4.1.16 |
| Protection & Clean Up |
| 95% |
| Observe the Contractors work areas for debris. |
| Daily |
| 4.1.17 |
| Maintenance During Cemetery Functions |
| 100% |
| Observe the Contractor during the duty day while services are taking place. |
| Daily |
| 5.2.1.1 |
| Mow Grounds |
| 100% |
| Visually inspect the turf for mowing and if found to be out of compliance will measure 3 blades of grass in the section. |
| Daily |
| 5.2.1.2 |
| Trimming Grass |
| 100% |
| Visually inspect the trimmed turf to match with the mowed turf. |
| Daily |
| 5.2.1.3 |
| Flat Marker Edging |
| 100% |
| Visually inspect the turf around the flat markers for 1-inch minimum width and not to exceed ½ inch. |
| Daily |
| 5.2.1.4 |
| Edging |
| 95% |
| Visually inspect the edges of the turf for a clear zone of 1/2 inch wide by 1-inch deep. |
| Daily |
| 5.2.1.5 |
| Removal of Turf Clippings |
| 100% |
| Visually inspect the markers in sections that have been mowed and trimmed to ensure windrows and mats have been removed. |
| Daily |
| 5.2.1.6 |
| Removal of Grass Clippings and Soil |
| 100% |
| Visually inspect markers for soil and grass. |
| Daily |
| 5.2.1.7 |
| Memorial Day |
| 90% |
| Confirm though discussion and visual inspection that mowing, trimming, edging and debris removal is completed on the Thursday before Memorial Day. |
| Annually |
| 5.2.1.8 |
| Veterans Day |
| 90% |
| Confirm though discussion and visual inspection that mowing, trimming, edging and debris removal is completed on the Thursday before Veterans Day. |
| Annually |
| 5.2.2.1 |
| Apply Fertilizer and/or Lime |
| 95% |
| Inspect the soil test and manufacturer’s instructions for fertilizer application. |
| Performing Task |
| 5.2.3.1 |
| Weed Control |
| 100% |
| Visually inspect visually prominent areas. |
| Weekly |
| 5.2.3.2 |
| Perform Pest Identification and Control |
| 90% |
| Review the Integrated Pest Management Plan and visually inspect grounds for pest mitigation. |
| Monthly |
| 5.2.4.1 |
| Aerification |
| 95% |
| Visually inspect the task of aerating the turf. |
| Performing Task |
| 5.2.5.1 |
| Topdressing |
| 95% |
| Visually inspect the task of applying topdressing to the turf. |
| Monthly |
| 5.2.7.1 |
| Renovate Turf |
| 95% |
| Visually inspect turf for thin, dead, infested areas. |
| Monthly |
| 5.2.7.1.1 |
| Topsoil |
| 90% |
| Inspect topsoil for compliance with ASTM. |
| Monthly |
| 5.2.7.1.2 |
| Soil Amendment |
| 90% |
| Inspect soil report and what is being applied for compliance to soil report. |
| Monthly |
| 5.2.7.2.3 |
| Sod |
| 95% |
| Verify the sod for state certification. |
| Weekly |
| 5.2.7.2.4 |
| Prior to delivery of sod |
| 100% |
| Visually inspect the work area for sod placement. |
| Performing Task |
| 5.2.7.2.5 |
| Prior to installation of the sod |
| 90% |
| Visually inspect the condition and quality of the proposed sod. |
| Performing Task |
| 5.2.7.2.6 |
| The sod must be cut… |
| 90% |
| Measure the sod thickness. |
| Performing Task |
| 5.2.7.2.7 |
| Sod must be laid… |
| 90% |
| Observe the time it takes the Contractor to lay the sod. |
| Performing Task |
| 5.2.7.2.8 |
| Sod must be paid perpendicular… |
| 90% |
| Visually inspect the direction of the sod. |
Performing Task
| 5.2.7.2.9 |
| Sod placement must match… |
| 90% |
| Visually inspect the adjacent grades of sod laying. |
Performing Task
| 5.2.7.2.10 |
| Sod must be kept continually moist… |
| 90% |
| Visually inspect the watering the sod. |
Performing Task
| 5.2.7.2.11 |
| Gaps between sod slabs |
| 90% |
| Visually inspect the gaps between sod pieces. |
| Performing Task |
| 5.2.7.3 |
| Interseeding |
| 90% |
| Visually inspect the task of interseeding and the resulting satisfactory seeded turf. |
| Performing Task |
| 5.3.1 |
| General |
| 100% |
| Visually inspect the cemetery and the immediate surroundings for a healthy plantings, trees, shrubs, and groundcovers. |
| Monthly |
| 5.3.2.1 |
| Each ornamental tree… |
| 90% |
| Inspect the copy of the assessment report. |
| Monthly |
| 5.3.2.2 |
| All tree and shrub |
| 95% |
| Inspect the task of pruning vs the ANSI A300. |
| Performing Task |
| 5.3.2.5 |
| Keep trees free of… |
| 90% |
| Visually inspect a set of five trees in a section per week for sucker growth, water sprouts, broken/dead limbs and low hanging limbs. |
| Monthly |
| 5.3.2.9 |
| Pruning Standards |
| 90% |
| Visually inspect the task of pruning to determine if ANSI A300 standards are being implemented. |
| Performing Task |
| 5.3.3.1 |
| Tree pruning |
| 100% |
| Visually inspect the certification of the Contractor’s Arborist. |
| Annually |
| 5.3.3.5 |
| All pruning tools |
| 90% |
| Visually inspect the pruning tools for functionality and sharpness. |
| Monthly |
| 5.3.4.2 |
| Prune fronds |
| 90% |
| Visually inspect fronds for hanging greater than 6-foot 8-inches. |
| Monthly |
| 5.3.4.5 |
| Pruning tools |
| 90% |
| Inspect at a minimum of 2 sets of professional pruning tools. |
| Monthly |
| 5.3.4.6 |
| Pruning should occur… |
| 100% |
| Monitor the weather conditions while palm tree pruning is taking place. |
| Performing Task |
| 5.3.4.8 |
| Final Tree Report… |
| 90% |
| Request the final tree report from the Contractor and check that the type of work performed was completed. |
| Monthly |
| 5.3.4.9 |
| Inspection… |
| 90% |
| Inspect the tree work performed by the Contractor. |
| Monthly |
| 5.3.5 |
| Shrub and Ground Cover Pruning |
| 90% |
| Inspect shrubs and ground cover for proper pruning. |
| Monthly |
| 5.3.6 |
| Pest Control |
| 100% |
| Inspect the person directly in charge for the proper licenses. |
| Annually |
| 5.3.7.1 |
| Maintain planting bed edging |
| 95% |
| Visually inspect the planting beds for proper maintenance. |
| Monthly |
| 5.3.8 |
| Replacement Plants |
| 90% |
| Visually inspect dead or dying plant material reported by the Contractor. Visually inspect the Cemeteries plants to determine if the Contractor is reporting correctly. |
| Monthly |
| 5.3.10.1 |
| Control vegetation… |
| 90% |
| Visually inspect the appearance of the vegetation in the cemetery and outside perimeter. |
| Monthly |
| 5.3.10.3 |
| Maintain vegetation height… |
| 90% |
| Visually inspect vegetation levels to determine if measuring the vegetation is required. If required vegetation will be measured to determine if it is greater than 6-inches. |
| Monthly |
| 5.3.10.6 |
| Removal of Brush Clippings |
| 90% |
| Visually inspect the trimmed bushes for clippings the same day of the task. |
| Performing Task |
| 5.3.11.1 |
| Maintain planting beds… |
| 90% |
| Visually inspect the planting beds for weeds. |
| Monthly |
| 5.3.11.2 |
| Maintain tree wells… |
| 90% |
| Visually inspect tree wells and tree mulch rings for weeds. |
| Monthly |
| 5.3.11.3 |
| Maintain non-planting beds… |
| 90% |
| Visually inspect non-planting beds such as storage and maintenance yards, area of open earth, pavements… for weeds. |
| Monthly |
| 5.3.11.4 |
| Maintain areas with mineral mulch… |
| 90% |
| Visually inspect areas with mineral mulch, rock borders for weeds. |
| Monthly |
| 5.3.11.5 |
| Twice yearly, cultivate… |
| 90% |
| Visually inspect the task being performed and results of the task. |
| Performing Task |
| 5.3.11.6-7 |
| Apply pre-emergent… |
| 90% |
| Inspect the task of applying pre-emergent and the empty bottles of the pre-emergent. |
| Monthly |
| 5.3.12 |
| Pest Control |
| 95% |
| Inspect the Grounds Management Plan and inspect its implementation. Randomly inspect branches and leaves of plants to determine if infestation is occurring. |
| Monthly |
| 5.3.13 |
| Organic Mulch |
| 90% |
| Measure the layer of mulch from the soil line. |
| Monthly |
| 5.3.14.1 |
| Inorganic Mulch |
| 90% |
| Visually inspect for weeds. |
| Monthly |
| 5.3.15 |
| Planting Bed Edging Maintenance |
| 90% |
| Visually inspect planting bed edging for broken, loose or has become higher than the surrounding grade. |
| Monthly |
| 5.3.16 |
| Tree Staking and Maintenance |
| 90% |
| Visually inspect new trees and young trees that require tree stakes. |
| Monthly |
| 5.3.18 |
| Deep Root Irrigation |
| 90% |
| Visually inspect the task of water injection into the trees. |
| Performing Task |
| 5.3.19 |
| Palm Tree Irrigation Water Management (Canary Island Palm) |
| 100% |
| Inspect the flow rate of the irrigation to ensure that the minimum of 227 liters is being expunged on the palm tree. |
| Monthly |
| 5.1.3.19.14 |
| Soil Moisture Sensor |
| 90% |
| Inspect the task of installing the moisture sensor. |
| Monthly |
| 5.3.20.1 |
| Fertilize trees |
| 95% |
| Measure the amount of liquid slow-release fertilizers or dry fertilizer put on the plants. |
| Performing Task |
| 5.3.202 |
| Follow fertilizer |
| 90% |
| Inspect the manufacturer’s instruction and inspect the task performed by the Contractor. |
| Performing Task |
| 5.3.20.11 |
| Amount of Fertilizer per Tree |
| 95% |
| Inspect the amount of fertilizer per tree. |
| Performing Task |
| 5.3.20.12 |
| Method of application |
| 95% |
| Inspect the task of applying the fertilizer. |
| Performing Task |
| 5.3.21 |
| Replacing Planting |
| 90% |
| Inspect the approved plant sizes, location, planting hole and tree stabilization. |
| Monthly |
| 5.4.1.1 |
| Irrigate all turf |
| 100% |
| Visually inspect the irrigating of the turf by section. Visually inspect the turf for brown areas. |
| Weekly |
| 5.4.1.5 |
| Contractor’s Irrigation Manager |
| 100% |
| Verify that the Contractors Irrigation Manager is a Certified Irrigation Technician. |
| Annually |
| 5.4.2 |
| Irrigation System Scheduled Maintenance |
| 90% |
| Submit lists of quotes for repair to irrigation equipment to the CO. |
| Performing Task |
| 5.4.2.10 |
| Backflow Prevention Device |
| 100% |
| Verify backflow preventer certification annually. |
| Annually |
| 5.4.2.11.1 |
| Exercise master valves… |
| 90% |
| Inspect the task of exercising master valves and submaster valves quarterly. |
| Performing Task |
| 5.4.2.12.1 |
| Check flow meters… |
| 90% |
| Inspect the task of the Contractor checking the flow meters for communication of real time flow. |
| Performing Task |
| 5.4.2.12.2 |
| Recalibrate flow meters… |
| 100% |
| Verify the service report. |
| Performing Task |
| 5.4.2.13.2 |
| Yearly, remove… |
| 90% |
| Inspect the task of quarterly flushing the filter screen. |
Performing Task
| 5.4.2.15.1 |
| Exercise pressure-regulating valves… |
| 90% |
| Inspect the Contractor performing the task of exercising the pressure-regulating valves. |
| Performing Task |
| 5.4.2.16.1 |
| Observe combination valves… |
| 90% |
| Inspect the Contractor performing the task of checking for proper functioning and leaks. |
| Performing Task |
| 5.4.2.17.5 |
| Provide a report… |
| 90% |
| Take the report and recommendations to the CO. |
| Monthly |
| 5.4.2.18 |
| Leak Detection and Repair |
| 90% |
| Inspect the Contractor performing the task of actuating individual irrigation zones. |
| Weekly |
| 5.4.2.18.3 |
| Create a wall map… |
| 90% |
| Document the wall map. |
| Monthly |
| 5.4.2.19.1 |
| Provide updates to existing control… |
| 100% |
| Verify that the existing control system software is up to date. |
| Monthly |
| 5.4.2.19.2 |
| Engage a manufacture’s authorized… |
| 90% |
| Inspect the Contractor performing the task of inspecting the Central Irrigation Computer. |
| Performing Task |
| 5.4.2.19.3 |
| Check remote control system… |
| 100% |
| Inspect the Contractor performing the task of checking remote control system for operation. |
| Performing Task |
| 5.4.2.19.8 |
| Clean interior of controller… |
| 90% |
| Inspect the controller cabinets. |
| Monthly |
| 5.4.2.19.9 |
| Polish stainless steel… |
| 90% |
| Inspect the steel cabinets. |
| Monthly |
| 5.4.2.20.1 |
| Annually, test pressure at turf rotor… |
| 95% |
| Inspect the Contractor performing the task of testing pressure at turf roto sprinkler heads. |
| Performing Task |
| 5.5.1 |
| Maintain the surface… |
| 90% |
| Inspect the Contractor clearing and cleaning grates and catch basins. |
| Performing Task |
| 5.5.1.1 |
| Remove standing water... |
| 90% |
| Inspect various areas for standing water. |
| Monthly |
| 5.5.1.4 |
| Clear culverts… |
| 90% |
| Inspect the Contractor clearing culverts and drain lines. |
| Performing Task |
| 5.5.1.6 |
| Clean concrete gutter… |
| 90% |
| Inspect concrete gutter/terrace drains monthly. |
| Performing Task |
| 5.5.1.8 |
| Clean sediments at rock outfalls… |
| 90% |
| Inspect rock outfalls. |
| Performing Task |
| 5.6.1.1 |
| Work consists of collecting and… |
| 95% |
| Inspect the Cemetery for trash, debris, fallen leaves, needles, seed pods and branches. |
| Monthly |
| 5.6.1.2 |
| Work includes emptying cemetery… |
| 90% |
| Inspect the Cemetery’s trash receptacles each workday. |
| Daily |
| 5.6.1.3 |
| Debris piles, equipment, tools… |
| 95% |
| Inspect work areas at the end of the day. |
| Daily |
| 5.6.1.4 |
| All roads, driveways, walkways… |
| 95% |
| Inspect the Cemetery grounds. |
| Daily |
| 5.6.1.5 |
| All trash collection points are… |
| 95% |
| Inspect the trash collection points. |
| Weekly |
| 5.6.1.7 |
| Remove non-conforming… |
| 95% |
| Inspect gravesites for non-conforming decorations. |
| Weekly |
| 5.6.1.8 |
| Remove tree limbs… |
| 95% |
| Inspect the cemetery for tree limbs and branches. |
| Weekly |
| 5.6.1.14 |
| Floral Pick-up |
| 95% |
| Inspect gravesites for dead flowers and floral cones weekly. |
| Weekly |
| 5.6.1.15 |
| Remove potted plants… |
| 95% |
| Inspect gravesites for potted plants. |
| Weekly |
| 5.6.1.16 |
| Remove and tag… |
| 85% |
| Inspect the location of non-conforming gravesite decorations. |
| Weekly |
| 5.6.1.19 |
| Storm Clean-up |
| 100% |
| Inspect the cemetery grounds after a storm for debris. |
| Performing Task |
| 5.7.1 |
| Pavement Sweeping and Cleaning |
| 95% |
| Inspect the Cemetery’s roads, curbs, gutters, sidewalks, stairs, paths, and parking lot, daily. |
| Weekly |
| 5.8 |
| Maintaining Visual Appearance of Structures |
| 95% |
| Inspect the Contractor performing the task of providing regular and routine maintenance to the columbaria, surrounding courts, memorial wall, and ossuary. |
| Weekly |
| 5.8.2.5 |
| Remove plant litter, trash… |
| 95% |
| Inspect the Ossuary Garden. |
| Daily |
| 5.8.11 |
| Clean and Maintain Flag Poles… |
| 90% |
| Inspect the Contractor performing the task of pressure washing the flag poles. |
| Performing Task |
| 5.8.12 |
| Maintain Exterior and Interior Lighting |
| 90% |
| Inspect the exterior and interior lighting. |
| Monthly |
| 5.8.16 |
| Clean and Maintain Site Furnishings |
| 90% |
| Randomly inspect site furnishings. |
| Monthly |
| 5.9 |
| Headstones/Marker Services |
| 100% |
| Inspect the newly laid markers for proper height and alignment. |
| Performing Task |
| 5.12 |
| Fine-Tuned Alignment |
| 100% |
| Inspect the markers that were finely tuned for proper height and alignment. |
| Performing Task |
| 5.13 |
| Raise and Re-Align- Upright/Memorial Markers |
| 100% |
| Inspect the markers that were finely tuned for proper height and alignment. |
| Performing Task |
| 5.14 |
| Raise and Re-Align – Flat Markers |
| 100% |
| Inspect the markers that were finely tuned for proper height and alignment. |
| Performing Task |
| 5.15 |
| Sunken Grave Renovation |
| 100% |
| Inspect the cemetery for sunken graves and inspect the work performed by the Contractor on sunken graves. |
| Weekly |
Major Items. IAW FAR 46.101, a major non-conformance means a non-conformance, other than critical, that is likely to result in failure or reduce the usability of the services for their intended purpose.
If at any time COR identifies a condition as having a significant adverse effect on the quality of the activity, such as those stated below, the COR shall document their findings and notify the Contracting Officer immediately in writing (email is acceptable).
A. Contractor failure to meet a Performance Threshold.
B. Failure to provide adequate corrective action identified by the COR.
C. Failure to provide corrective action to deficiencies identified by the contractor within a prescribed suspense period.
D. Any failure to adhere to security and/or safety regulations that results in a security or safety incident.
Minor Items. IAW FAR 46.101, a minor non-conformance means a non-conformance that is not likely to materially reduce the usability of the services for their intended purpose or is a departure from established standards having little bearing on the effective use or operation of the services. When the COR identifies a minor finding, the COR shall document the findings, but is not required to notify the Contracting Officer. However, if the same minor finding is repeatedly identified, it may be an indication that a major finding is occurring, or has occurred, because the Contractor has not taken proper steps to prevent recurrence. In this case, the COR shall notify the Contracting Officer in writing (email is acceptable).
| 1.6. | Methods of Surveillance. 1) Customer Complaint/Observation; 2) 100% Inspection; 3) Periodic Inspection of process or output; or 4) Random Inspection. |
| 1.6.1. | Customer Complaint/Observation. The requiring organization will furnish written instructions and/or customer training to each organization receiving the contractor's services. Any customer observing unacceptable services, either incomplete or not performed, for any of the above performance objectives should immediately contact the COR. The COR must evaluate the complaints on a case-by-case basis. If any Government action or lack of action caused unacceptable performance, the complaint is not valid. The COR will document the invalid complaint and keep for their records. If the complaint is not a result of any Government action, the procedures in paragraph 4.1 will be followed. |
| 1.6.2. | 100% Inspection. All deliverables (reports etc.) will be inspected 100% for errors and omissions. |
| 1.6.3. | Periodic Inspection. This type of surveillance is based upon selecting samples for evaluation on other than 100% inspection on a statistically random basis. |
| 1.6.4. | Random Inspection. A statistically based method that assumes a receipt of acceptable performance if a given percentage or number of scheduled assessments are found to be acceptable. |
| 1.7 | Standard. The Contractor must correct each discrepancy through re-performance. Recurring discrepancies during the reporting period which bring the performance threshold below the acceptable level will be recorded and reported to the CO for appropriate action. Additionally, if the same discrepancy (ies) occurs repeatedly throughout different reporting periods, this will reflect upon the Contractor's performance. The COR will annotate the unacceptable performance and notify the CO in order to address the problem areas with the Contractor. |
| 1.8 | Surveillance of Non-Service Items. The Government reserves the right to inspect and test non-service items (i.e., supplies, equipment) required by the contract, to the extent practicable, at all times and places, during the term of the contract IAW the contract inspection clause. |
| 1.9 | Remedies for Non-Conformance. If inspections indicate unacceptable performance, the COR will notify the Contractor of the deficiencies for correction. The Contractor shall be given an appropriate time frame (depending on the discrepancy identified) after notification to correct the unacceptable performance. If deficiencies are not corrected within the required time frame, the COR should notify the CO for action. If the Contractor disagrees with the noted discrepancy and an agreement cannot be reached, the CO shall be notified for a final decision. |
| 1.10 | Positive and Negative Incentives. IAW the results of the COR surveillance documentation, areas warranting a change in assessment method, frequency, or performance threshold will be changed in either a positive or negative manner throughout the life of the contract, if warranted. |
| 2 | Performance Management. |
| 2.1 | Market Research. Market research will be used as a tool throughout the life of the contract to remain current with the most efficient and effective assessment methods and techniques of the commercial marketplace. |
| 2.2 | Disputes. Attempts will be made to resolve all disputes arising under this plan using the Alternate Dispute Resolution (ADR) as outlined in FAR 33.214. The objective is mutually agreeable resolutions that are relatively inexpensive and expeditious. If no resolution can be made under ADR, the CO shall be notified for a final decision. |
| 2.3 | Initial Performance Review. The initial evaluation of contractor performance will take place within 30 days after the contractor assumes full performance responsibilities (i.e. after completion of transition/mobilization) to ensure the contractor has successfully started performance, completed transition, is fully operational, and is within the estimated cost, schedule, and performance parameters of the contract. The COR may waive the initial evaluation for contractors that have continued performance under a successor contract award (i.e. prior incumbent) or for contractors which have otherwise demonstrated full compliance with contract start-up. |
| 2.3.1 | Initial Performance Review Criteria. The COR will report the results of the initial performance review to the CO. The report will include an assessment of schedule, management, technical, and staffing. Negative variations in schedule, staffing, and/or performance will be reported with an assessment of the root causes and corrective action plan. |
| 2.3.1.1 | Schedule. The assessment will include a discussion of the contractor’s adherence to the required delivery schedule, milestones, administrative requirements and should address the contractor’s efforts during the assessment period that contributes to or affect the schedule variance, as applicable. |
| 2.3.1.2 | Management/Performance. The assessment will include a discussion of the integration and coordination of all activity needed to execute the contract, specifically the timeliness, completeness and quality of problem identification, corrective action plans, proposal submittals, the contractor’s history of reasonable and cooperative behavior (to include timely identification of issues in controversy), customer satisfaction, timely award and management of subcontracts including progress on small business subcontracting goals. |
| 2.3.1.3 | Technical. The assessment will include a discussion of the contractor’s conformance to contract requirements, specifications and standards of good workmanship (i.e. commonly accepted technical, professional, environmental, or safety and health standards), as applicable. |
| 2.3.1.4 | Staffing. The assessment will include a discussion of contractor’s performance in selecting, retaining, supporting, and replacing, when necessary, key personnel, as applicable. |
2.3.1.5 Special Interest Items. Special interest items are to be included in the initial performance report when significant modifications to the contract have been made since contract award.
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