Quality Assurance Surveillance Plan_Killeen Janitorial Svcs.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN FOR CUSTODIAL SERVICES

This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate Contractor actions while implementing this contract. It is designed to provide an effective surveillance method of monitoring Contractor performance for each listed objective in the contract.

The QASP provides a systematic method to evaluate the services the Contractor is required to furnish.

This QASP is based on the premise the government desires to maintain a quality standard in operating this contract to provide the optimum service.

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 in quality assurance is to ensure contract standards are achieved.

In this contract the quality control program is the driver for product 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 the 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.

QUALITY ASSURANCE SURVEILLANCE PLAN FOR CUSTODIAL SERVICES

Performance Objective SOW Para Performance Threshold

Basic Cleaning Services.

Floors, baseboards, corners, and wall edges are free of dirt, dust and debris. Trash is empty; Plastic liners are in good condition.

Trash containers are free of odors and visible dirt. Trash is emptied into outdoor trash collection container or biohazard storage room. Odors and stains. Glass and mirrors have no traces of film, dirt, smudges, or water. Drinking fountains are disinfected and free of streaks, stains, spots, smudges, scale, and other deposits. Hallways are free of dirt, debris, marks, smudges, scuffs and other foreign matter. Carpets are free of dirt, debris, litter, and other foreign matter. Dust is not visible.

1.1. The center has 3 or less

customer complaints for the month.

Basic Restrooms Cleaning Services.

Restrooms are disinfected and free of dirt, deposits, streaks, and odors. Toilets and urinals are disinfected and free of scale, stains, scum, and other deposits. Floors are free of litter, dirt, dust, and debris. Supplies are adequate until next service.

1.2. The center rest rooms have 3 or

less customer complaints for the month.

Periodic Cleaning Services.

Floors have a glossy uniform appearance free of scuffmarks, heel marks, wax build-up, and other stains and discoloration.

Windows are free of film, dirt, smudges, water, and other foreign matter. Carpets are free of stains and discoloration.

1.3. Center has 3 or less customer

complaints for the month.

SURVEILLANCE: The COTR will receive complaints from Vet Center personnel and pass them to the CO for correction.

STANDARD: The standard is three or less customer complaints per month in each area. The COTR shall notify the contracting officer for appropriate action in accordance with FAR 52.212.4, Contract Terms and Conditions-Commercial Items or the appropriate Inspection of Services clause, if any of the above service areas exceed three customer complaints.

PROCEDURES: Any Vet Center employee that observes unacceptable services, either incomplete or not performed, for any of the above performance objectives should immediately contact the COTR and the COTR will complete appropriate documentation to record the complaint. The COTR will consider the customer complaint valid upon receipt from the customer. The COTR should inform the customer of the approximate time the unacceptable performance will be corrected and advise the customer to contact the COTR if not corrected.

The Contractor will be given two hours after verbal notification to correct the unacceptable performance. If the Contractor disagrees with the complaint after investigation of the site and challenges the validity of the complaint, the Contractor will notify the COR. The COR will conduct an investigation to determine the validity of the complaint. If the COR determines the complaint as invalid, he will document the written complaint of the findings and notify the customer. The COR will retain documentation for his/her files. If after investigation the COR determines the complaint as valid, the COR will inform the Contractor, and the Contractor will be given an additional hour to correct the defect. A defect will not be recorded if proper and timely correction of the unacceptable condition(s) is accomplished.

Performance Objective SOW Para Performance Threshold Emergency or Special Event Cleaning Services.

Ordered services meet the requirements of the contract as appropriate.

1.4. 100% of the time.

SURVEILLANCE: The COR will evaluate the services required by each delivery order to ensure compliance.

PROCEDURES: The government COR will inspect all work tasks required by the task or delivery order to ensure Contractor compliance with the appropriate paragraphs 1.1, 1.2, and/or

1.3 of the Statement of Work (SOW) each time the service(s) is performed. Record the results of inspection, noting the date and time of inspection. If inspection indicates unacceptable performance, notify the contract manager or CONTRACTOR of the deficiencies for correction.

The Contractor shall be given two hours after notification to correct the unacceptable performance.

A-9. Contractor’s Requirements:

Contractor shall have been in business for a minimum of three years and be licensed to provide this service in the State of Texas. They must demonstrate their past history of providing similar medical-grade janitorial services. Also, the Contractor maintain and must show proof of current Workman’s Compensation insurance and liability insurance policies in sufficient amounts for the size of the company and scope of this contract.

The Contractor shall provide to the Contracting Officer a current list of the names, addresses, Social Security Number, and the date and place of birth, of all employees who will perform work under this contract. Changes in the employment list shall be provided to the Contracting Officer prior to the employee performing service at the Vet Center. Said list and changes are to be submitted to Contracting Office, 1111 N. General Bruce Dr., Temple, TX 76504, 254-899-6024.

The Contractor shall make available upon request by the Contracting Officer, documentation for each employee who performs work under this contract, to establish that they are authorized to work in the United States. All employees shall be bonded under the Contractor’s company name. The Contractor shall provide a Dishonesty or Janitorial Bond in the amount of $100,000, covering all employees of the Contractor. No employee shall be allowed at the Vet Center until the documentation has been provided and the employee has been approved by the COR. The Contracting Officer reserves the right to request changes to the employee list. The following criterion also applies:

Bondable: All employees of the Contractor must be bonded under the Contractor’s Company Name and proof of bonding shall be submitted within 10 days after award.

Employee Training: To ensure competent and safe performance of the work under this contract, the Contractor shall provide appropriate training to employees prior to the beginning of service under this contract. This includes any OSHA or specific MSDS sheet instructions for chemicals, etc., use in performance of the contract. Further, all employees of the Contractor must complete and maintain VA Privacy and Information Security Awareness and Rules of Behavior for the current Fiscal Year.

Work Requirements: The Contractor is prohibited from employing any illegal aliens to perform services under this contract.

Language Skills: All employees and representatives of the Contractor must be fluent enough in the English language to read and understand chemical labels/signs and to converse intelligibly with the COR.

Access Limitation: Only authorized Contractor employees are allowed inside the Vet Center. Contractor employees are not to be accompanied in the work area by acquaintances, family members, assistants, or any other person unless said person is an authorized Contractor employee.

Suspicious Event: In case of any suspicious or emergency event occurring at the Vet Center, the Contractor shall immediately release the employee records to the appropriate law enforcement authority.