Quincy Exhibit J2 - Quality Assurance Surveillance Plan.docx

Custodial and Related Services Quality Assurance Surveillance Plan (QASP) for the Social Security Administration, Quincy, IL 62301

IL0214ZZ

Use of this QASP template is mandatory for all R5 service contracts/BPAs. This QASP template must be used for all new service contracts/BPAs awarded on or after November 1, 2023. For contracts/BPAs awarded prior to November 1, 2023, CORs are encouraged to update to the new QASP template as soon as practicable, and no later than September 30, 2024.

After any updates, the revised QASP should be uploaded to EASi TAB 42, QASP folder, with the file name of QASP and the date in the file name.

QASP Review/Update Tracking

Use of this tracker satisfies the annual review/update documentation requirements.

Contractor Receipt

Award

Option Year 1

Option Year 2

Option Year 3

Option Year 4

Option to Extend

GSA CO Acceptance

GSA COR Annual Reviews/Updates Log

Location #1

Table of Contents

1.0 CONTRACT INFORMATION SHEET

Contract Information Sheet

Location Information

Contractor Information

@@ Company Name

@@ Street address

@@ City/State/zip code

@@ Name

@@ Office: phone number

@@ email address

@@ Office: phone number

@@ email address

GSA Information

Rhonda Booker

216.522.4875 (office), 216.339.9934 (cell) rhonda.booker@gsa.gov

2.0 INTRODUCTION

This Contract level quality assurance surveillance plan (QASP) sets forth the procedures and guidelines the General Services Administration will use in ensuring the required minimum performance standards or services levels are achieved by the contractor.

The QASP is to be used in conjunction with the Contract (PWS) and contractor’s QCP. The QASP is not a standalone document. The procedures and guidelines are based on the requirements in the contract. The purpose of the QASP is not to restate the contract requirements.

The contract requires the Contractor to comply with all applicable federal, state, and local codes, laws, standards, and regulations that relate to the scope of the Contract (PWS). The codes, standards and regulations referenced in the QASP are to assist the COR with references that support the minimum performance quality levels stated in QASP section 8.0. Resources where the COR may find these references may include but not limited to: GSA forms Library, FMSP InSite page and MADCAD Codes & Standards Library.

2.1 Purpose

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

This QASP defines the roles and responsibilities of all members of the Integrated Project Team (IPT), identifies the minimum performance objectives, defines the methodologies used to monitor and evaluate the contractor’s performance, establishes quality assurance documentation minimum requirements, and provides means and methods for analyzing quality assurance monitoring results.

2.2 Performance Management Approach

This QASP defines the performance management approach taken by the GSA to monitor the contractor’s performance to ensure the minimum performance standards achieved. 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 acceptable performance under the Contract is being achieved by the contractor.

2.3 Performance Management Strategy

The contractor is responsible for ensuring that all work performed meets the minimum quality standards. The contractor measures that quality through the contractor’s own quality control program (QCP). QC is work output, not workers, and therefore includes all work performed under this Contract regardless of whether the work is performed by contractor employees, 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 the minimum performance standards. The contractor is responsible for making required changes in processes and practices to ensure performance is managed effectively.

3.0 ROLES AND RESPONSIBILITIES

3.1 Contracting Officer

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

3.2 Contracting Officer’s Representative/Alternate Contracting Officer’s Representative

The COR/ACOR is designated in writing by the CO to act as their authorized representative to assist in administering the Contract. COR/ACOR limitations are contained in the written appointment letter. The COR/ACOR is responsible for technical administration of the project and ensures proper government surveillance of the contractor’s performance.

The COR/ACOR is not empowered to make any contractual commitments or to authorize any contractual changes on the government’s behalf. Any changes that the contractor deems may affect price, terms, or conditions shall be referred to the CO for action. COR/ACOR are responsible for completing and documenting inspections and evaluations of the contractor’s work performance. The ACOR assists the COR in implementing the QASP and performing contract administration duties. In the absence of a COR, ACORs assume primary contract administration responsibilities.

4.0 METHODOLOGIES TO MONITOR PERFORMANCE

Methods of surveillance for GSA to identify quality levels in accordance with FAR Part 46.401(a) (1) (2). Government contract quality assurance shall be performed at such times (including any stage of performance of services) as may be necessary to determine that the services conform to contract requirements. Quality assurance surveillance plans should be prepared in conjunction with the preparation of the statement of work. The plans should specify- all work requiring surveillance, and the method of surveillance.

4.1 Surveillance Plans

The COR plans to inspect standard and above standard services in accordance with the minimums established in Table 4.1 Quality Assurance Inspection Plan. The percentage listed for standard services represents the percentage of the total standard services work completed during the period of performance for each location to be inspected.

Example: The COR plans to inspect 10% of standard services work orders each month for location 1. There were 200 standard services work orders completed for the month. The COR must inspect at a minimum the work for 20 work orders by either using the QA Pass/Fail work order statuses on individual work orders, or by generating a standalone GSAI-type work order to record the inspection. Refer to R5 QA Work Order Inspection Process.

The percentage listed for above standard services represents the percentage of the total above standard services work orders scheduled and completed during the period of performance to be inspected. This percentage represents the work order count to be inspected. If a work order lists multiple locations, then the percentage to be inspected carries through to the location count. If there are 10 areas/locations, and you QA 10%, that is 1 area/location.

Example: The COR plans to inspect 100% of above standard services work orders each month. The contractor completed 10 above standard services work orders for the month. The COR must inspect at a minimum the work for 1 work order by either using the QA Pass/Fail work order statuses on individual work orders, or by generating a standalone GSAI-type work order to record the inspection. Refer to R5 QA Work Order Inspection Process.

Table 4.1 – Quality Assurance Inspection Plan

Minimum Inspection QA Per Month Above Standard Services Minimum Inspection QA Per Line Item Ordered

4.2 Surveillance Methods, Techniques, Documentation

In an effort to minimize the performance management burden, simplified surveillance methods and other methods as available may be used by the government to evaluate contractor performance when appropriate.

Table 4.2 Surveillance Methods & Techniques

NCMMS Work Order GSA Form 1181A (Actual form, not embedded NCMMS form).

Remote and Virtual Inspections can be used when onsite inspections cannot be accomplished. Visual evidence shall be provided of non-sensitive areas to ensure services have been performed per the contract requirements.

Visual evidence could be in the form of photographs, videos and/or virtual technologies such as Google Hangouts Meet™, Facetime™ and Zoom™ etc.

Surveillance also includes reviewing documents, submittals, work orders and other NCMMS records for accuracy and completion.

CORs have the option to either:

1. Create standalone inspection work orders (Work Type GSAI) to document ad hoc inspections.

2. Use work order statuses (QA Pass/QA Fail).

3. Use the modified GSA Form 1181A embedded in NCMMS work orders automatically generated each month. Refer to R5 NCMMS COR Inspections Standard Operating Procedures for additional guidance.

COR will review quantities on reports with quantities in the building to ensure they match.

All services/equipment, as applicable, must be inspected.

CORs have the option to either:

1. Create standalone inspection work orders (Work Type GSAI) to document ad hoc inspections.

2. Use work order statuses (QA Pass/QA Fail).

Example - Periodic services (window washing, pest control) cannot be considered complete until the reports are provided to the government. If scheduled for June, the report is required in June, or the COR may recommend withholding payment until received.

Reports with noted deficiencies must have a NCMMS work order entered by each deficiency on the report as required by contract section “Use of NCMMS.”

1. Use the modified GSA Form 1181A embedded in NCMMS work orders automatically generated each month. Refer to R5 NCMMS COR Inspections Standard Operating Procedures for additional guidance.

1. Use work order statuses (QA Pass/QA Fail).

COR may also contact customers and ask about the quality of contractor performance.

Review/monitor standalone non-work order supported/recorded customer complaints.

COR will take/document appropriate corrective action.

Review NCMMS Work Order, respond to unsatisfactory feedback.

Quality Assurance Monitoring Form - Customer Complaint Investigation.

Monthly Contractor Evaluations - “Other”

4.3 Customer Feedback

The contractor is expected to 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 can be measured through customer complaints and surveys.

Performance management drives the contractor to be customer focused by internally addressing customer complaints and investigating the issues and/or problems. The customer has the option to communicate complaints directly to the COR or ACOR.

Customer feedback may also be obtained either from the results of formal customer satisfaction surveys or from random customer complaints.

Formal customer complaints will be investigated by the COR or ACOR using the Quality Assurance Monitoring Form - Customer Complaint Investigation, identified in Attachment 1.

GSA regularly conducts Tenant Satisfaction Surveys (TSS) for all tenants in Government-owned buildings. These surveys gather important data in many areas, including specific categories pertaining to the operation and maintenance (custodial services) of GSA's buildings. The surveys provide GSA with satisfaction scores that can be further evaluated to determine if there are any weaknesses within the various programs. There are various measures that can be taken, such as reviewing the survey’s comments, obtaining further feedback from the tenants, or sharing the scores with the Contractor to establish a plan of action.

GSA also conducts work order bounce back surveys of tenant-initiated work completed by the service contractors. These surveys require minimal setup in NCMMS. Tenants may choose at their own discretion whether to respond to each survey.

Work order bounce back surveys are monitored nationally by the Office of Facilities Management (OFM) Facilities Operations Division. Unsatisfactory ratings are flagged triggering a corrective action email to the Regional NCMMS Program Manager, Service Center Leadership, and CORs. CORs must follow up with tenants, take appropriate corrective action, and report back to OFM.

4.4 Acceptable Quality Levels

The minimum Acceptable Quality Levels (AQLs) included in the Performance Requirements Summary Tables are structured to allow the contractor to manage how the work is performed.

5.0 QUALITY ASSURANCE DOCUMENTATION

5.1 Performance Management Feedback Loop

The performance management feedback loop begins with the communication of expected outcomes. Performance standards are expressed in and assessed using the performance monitoring techniques shown in Performance Requirements Summary Tables.

5.2 Monitoring Methods

The government’s QA surveillance, performed by the COR or ACOR, may be reported using any of the following: NCMMS Contract Evaluation Inspection Report/GSA form 1181A, letters, and/or performance meeting minutes. The documents, when completed, will document the government’s assessment of the contractor’s performance under the BPA to ensure that the required results are being achieved. The Contractor will be informed of any unacceptable work within 24 hours.

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

6.0 ANALYSIS OF QUALITY ASSURANCE MONITORING RESULTS

6.1 Determining Performance

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

6.2 Reporting

The COR will inform the CO in writing of any performance or schedule failure by the contractor. This summarization should be detailed enough to provide the CO a clear picture of the performance or schedule failure by the contractor. If appropriate, the CO may investigate further to determine if all the facts and circumstances surrounding the performance or schedule failure are accurate. The CO may discuss with the contractor any performance or schedule failure that indicates unacceptable performance and the government’s remedies, including payment reductions as allowed by the FAR

6.3 Reviews and Resolution

The COR may require the contractor’s project manager, or contractor designated alternate, to meet with the CO and other government IPT (Integrated Project Team) personnel as deemed necessary to discuss performance evaluation. The CO or COR will define a frequency of in-depth reviews with the contractor. 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:

· Quarterly performance assessment data and trend analysis

· Issues and concerns of both parties

· Projected outlook for upcoming months and progress against expected trends, including a corrective action plan analysis

· Recommendations for improved efficiency and/or effectiveness

· Issues arising from the performance monitoring processes.

The COR must coordinate and communicate with the contractor to resolve issues and concerns regarding marginal or unacceptable performance. If unable to resolve, COR will inform CO per section 6.2.

The COR and contractor should jointly formulate tactical and long-term courses of action. Decisions regarding changes to metrics, thresholds, or service levels should be clearly documented. Changes to service levels, procedures, and metrics will be incorporated into the contractor’s QCP as well as to the QASP as appropriate. Changes to service levels and contract terms will require contract modifications.

7.0 FOLLOW-UP ACTIONS

Follow-up action may include correction by the onsite contractor, a proposed deduction for services not received, or contract performance by other means (other contract). Costs for performing services that are the responsibility of the incumbent contractor, which may include the Government’s administrative costs, will be deducted from the contractor’s monthly payment, pending approval by the CO.

8.0 MINIMUM ACCEPTABLE PERFORMANCE QUALITY

The minimum performance quality levels are for the contractor to use as a foundation to build on and meet the minimum performance quality level standards of GSA in accordance with the “Scope of Work” section of the contract.

8.1 Child Care - Reserved

8.2 Interior Spaces

The lobbies, corridors, offices, conference rooms, courtrooms, restrooms, shower rooms, locker rooms, holding cells, common areas and storage areas shall be cleaned and maintained to an acceptable level.

8.3 Floors

Maintained to the highest standard/level of the industry standards.

8.4 Exterior Spaces

The sidewalks, brick areas, hard surfaces, parking lots, surface parking, garages, dock areas shall be cleaned and maintained to an acceptable level.

8.5 Grounds Maintenance

The lawn, landscaping, and ground covers shall be provided and maintained to an acceptable level that prolongs life and sustains a healthy appearance.

@@ Date

Table 8.1 – Child Care Performance Requirements Summary - Reserved

Table 8.2 - Interior Spaces Performance Requirements Summary

Required Services (Tasks)

Washing of blinds and coverings is an Above Standard Services line item. The Contractor shall not perform this service prior to receiving a delivery order from the CO.

Periodic Surveillance Inspection//Periodic Work Inspection// Remote and Virtual Inspection//Monthly NCMMS QA Inspection//Review Contractor’s QC Practices

Inspection/Acceptance of Delivery Order/ Additional Service Request (ASR) Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means.

Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means.

Drinking fountains/Bottle filling stations shall be cleaned, disinfected, free of dirt, watermarks, and other debris or encrustations.

All solid waste/trash collected as a requirement of this contract shall be removed from the premises and transported to a solid waste/trash disposal facility that has been certified by the appropriate state agency responsible for solid waste/trash management or by the Environmental Protection Agency (EPA). The containers shall be kept free of holes, pests, grease, oils, and odors, etc. The Contractor shall submit a monthly Waste Report (See Section J, EXHIBIT “Solid Waste Report”) listing the types, weights, and costs or revenues.

adequately suppress indoor populations of rats, mice, cockroaches, ants, flies, and any other arthropod pests not specifically excluded in this BPA.

Application of any chemicals shall be accomplished by a certified pesticide applicator or licensed IPM Contractor.

All horizontal surfaces (within approximately 10 feet from the floor) shall be wiped clean and free of dust, dirt, or smudges, with the exception of desks, workstations, and cabinets within/part of a workstation.

All metal surfaces (including corners, crevices, moldings, ledges, handrails, grills, doors, door knobs, door frames, kick plates, etc.) shall be wiped, cleaned, and have no dirt, dust, streaks, spots, or smudges.

All glass, clear partitions, mirror surfaces, bookcases, and other glass (within approximately 10 feet from the floor) shall be cleaned and free of dirt, dust, streaks, smudges, watermarks, spots, and shall not be cloudy. There shall be no water spots on the glass or adjacent fixtures and furniture. All interior plate glass (to include glass over and in vestibule doors, all plate glass around entrances, lobbies, and vestibules) shall be cleaned and have no dirt, streaks and shall not be cloudy.

Washing of blinds and coverings is an Above Standard Services line item. The Contractor shall not perform this service prior to receiving a delivery order from the CO.

Table 8.3 – Floors Performance Requirements Summary

Required Services (Tasks)

Private Areas: When ordered, the Contractor shall provide carpet extraction priced per 100 square feet. The quality standard for providing above standard service is the same as that described in the ‘Carpets and Rugs’ section. This is an Above Standard Services line item. The Contractor shall not perform this service prior to receiving a delivery order from the CO.

Periodic Surveillance Inspection//Remote and Virtual Inspection// Monthly NCMMS QA Inspection//Work Order Review & Inspection// Review Contractor’s QC Practices//Review Customer Satisfaction Information/Data

Inspection/Acceptance of Delivery Order/Additional Service Request (ASR) Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means.

Table 8.4 - Exterior Spaces Performance Requirements Summary

Action

In the event there is blast protection film, the Contractor shall follow the manufacturer's recommendations for appropriate window cleaning methods.

Inspection/Acceptance of Delivery Order/ Additional Service Request (ASR) Correction by the onsite Contractor/Proposed deduction for services not received/Work may be performed by other means.

Table 8.5 - Grounds Maintenance Performance Requirements Summary