Revised Hygiene Services- QASP.pdf

(Ver Nov 2015)

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Hygiene Support Services

(Rental shower trailers, portable toilets, dumpsters and support services)

G4 – Logistics

Issued 13 OCT 2020 ii

TABLE OF CONTENTS

1 INTRODUCTION

1.1 Purpose

1.2 Performance Management Approach

1.3 Performance Management Strategy

2 ROLES AND RESPONSIBILITIES

2.1 The Contracting Officer

2.2 The Contracting Officer’s Technical Representative

3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

4 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

4.2 Customer Feedback

4.3 Acceptable Quality Levels

5 QUALITY ASSURANCE DOCUMENTATION

5.1 The Performance Management Feedback Loop

5.2 Monitoring Forms

6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

6.1 Determining Performance

6.2 Reporting

6.3 Reviews and Resolution

ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY

ATTACHMENT 2: SAMPLE QUALITY ASSURANCE MONITORING FORM

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QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

1 INTRODUCTION

This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the performance work statement (PWS) entitled hygiene support services (shower trailers, portable toilets and dumpsters).

This plan sets forth the procedures and guidelines District of Columbia Army National Guard

(DCARNG) /G4 will use in ensuring the required performance standards or services levels are achieved by the contractor.

1.1 Purpose

1.1.1 The purpose of the QASP is to describe the systematic methods used to monitor 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 performance standards/quality levels identified in the

PWS and the contractor’s quality control plan (QCP), and to ensure that the government pays only for the level of services received.

1.1.2 This QASP defines the roles and responsibilities of all members of the integrated project team

(IPT), identifies the performance objectives, defines the methodologies used to monitor and evaluate the contractor’s performance, describes quality assurance documentation requirements, and describes the analysis of quality assurance monitoring results.

1.2 Performance Management Approach

1.2.1 The PWS structures the acquisition around “what” service or quality level is required, as opposed to “how” the contractor should perform the work (i.e., results, not compliance). This QASP will define the performance management approach taken by District of Columbia Army National Guard (DCARNG) /G-4 to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives communicated in the PWS are 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 expected outcomes for the project are being achieved by the contractor.

1.2.2 Performance management represents a significant shift from the more traditional quality assurance (QA) concepts in several ways. Performance management focuses on assessing whether outcomes are being achieved and to what extent. This approach migrates away from scrutiny of compliance with the processes and practices used to achieve the outcome. A performance-based approach enables the contractor to play a large role in how the work is performed, as long as the proposed processes are within the stated constraints. The only exceptions to process reviews are those required by law

(federal, state, and local) and compelling business situations, such as safety and health. A “results” focus provides the contractor flexibility to continuously improve and innovate over the course of the contract as long as the critical outcomes expected are being achieved and/or the desired performance levels are being met.

1.3 Performance Management Strategy

1.3.1 The contractor is responsible for the quality of all work performed. The contractor measures that quality through the contractor’s own quality control (QC) program. QC is work output, not workers, and therefore includes all work performed under this contract regardless of whether the work is performed by

(Ver. Nov 2015) 2 contractor employees or by subcontractors. The contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. The contractor will develop and implement a performance management system with processes to assess and report its performance to the designated government representative. The contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the

PWS. This QASP enables the government to take advantage of the contractor’s QC program.

1.3.2 The government representative(s) will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against communicated performance objectives. The government will make determination regarding incentives based on performance measurement metric data and notify the contractor of those decisions. The contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

2 ROLES AND RESPONSIBILITIES

2.1 The Contracting Officer

The contracting officer (CO) is responsible for monitoring contract compliance, contract administration, and cost control and for resolving any differences between the observations documented by the COR and the contractor. The CO will designate one full-time personnel as the government authority for performance management. The number of additional representatives serving as technical inspectors depends on the complexity of the services measured, as well as the contractor’s performance, and must be identified and designated by the CO.

2.2 The Contracting Officer’s Technical Representative

The contracting officer’s technical representative (COTR) is designated in writing by the CO to act as his or her authorized representative to assist in administering a contract. COTR limitations are contained in the written appointment letter. The COTR is responsible for technical administration of the project and ensures proper government surveillance of the contractor’s performance. The COTR 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 contract price, terms, or conditions shall be referred to the CO for action. The COTR will have the responsibility for completing QA monitoring forms used to document the inspection and evaluation of the contractor’s work performance. Government surveillance may occur under the inspection of services clause for any service relating to the contract.

3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

The required performance standards and/or quality levels are included in the PWS and in Attachment 1, “Performance Requirements Summary.” [Adjust the following sentences to reflect the instant acquisition.] If the contractor meets the required service or performance level, it will be paid the monthly amount agreed on in the contract. If the contractor exceeds the service or performance level, it is eligible to receive an incentive or award fee as stated in the contract. Failure to meet the required service or performance level will result in a deduction from the monthly amount.

4 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

In an effort to minimize the performance management burden, simplified surveillance methods shall be used by the government to evaluate contractor performance when appropriate. The primary methods of surveillance are (include those that apply)

(Ver. Nov 2015) 3

Random monitoring, which shall be performed by the COTR/COR designated inspector.

100% Inspection – Each month, the COTR/COR, shall review the generated documentation and enter summary results into the Surveillance Activity Checklist.

Periodic Inspection – COTR/COR typically performs the periodic inspection on a monthly basis.

4.2 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.

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 complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed, and must be forwarded to the COTR/COR. The COTR/COR will accept those customer complaints and investigate using the Quality Assurance Monitoring Form – Customer

Complaint Investigation, identified in Attachment 3.

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

4.3 Acceptable Quality Levels

The acceptable quality levels (AQLs) included in Attachment 1, 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. For certain critical activities such as those involving delivery of equipment, on-site service and pick up of equipment, the desired performance level is established at 100 percent. Other levels of performance are keyed to the relative importance of the task to the overall mission performance at equipment servicing, equipment specifications.

5 QUALITY ASSURANCE DOCUMENTATION

5.1 The Performance Management Feedback Loop

The performance management feedback loop begins with the communication of expected outcomes.

Performance standards are expressed in the PWS and are assessed using the performance monitoring techniques shown in Attachment 1.

5.2 Monitoring Forms

The government’s QA surveillance, accomplished by the COR, will be reported using the monitoring forms in Attachments 2 and 3. The forms, when completed, will document the government’s assessment of the contractor’s performance under the contract to ensure that the required results of service and/or quality are being achieved.

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

6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

(Ver. Nov 2015) 4

6.1 Determining Performance

6.1.1 Government shall 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, it 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

6.2.1 At the end of each month, the COR will prepare a written report for the DCNG– COR 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 (Attachment 2), 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 cost/technical/scheduling objectives.

6.3 Reviews and Resolution

6.3.1 The DCNG– COR may require the contractor’s project manager, or a designated alternate, to meet with the COR and other government IPT personnel as deemed necessary to discuss performance evaluation. The CO amd/or COR will define a frequency of in-depth reviews with the contractor, including appropriate self-assessments by the contractor; however, if the need arises, the contractor will meet with the COR as often as required or per the contractor’s request. The agenda of the reviews may include:

Monthly 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

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

6.3.3 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 as a contract modification at the convenience of the KO.

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ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY

Performance Objective

Performance Standard Acceptable Quality Levels (AQL)

Surveillance Method / By Whom

5.2.1 Deliver Shower Trailers

The Contractor shall deliver shower trailers consisting of (45) forty-five shower heads at one location; (15) fifteen shower heads at one location; (8) eight shower heads at two locations;

and (4) four shower heads at one location. Showering units that will be utilized to provide showers and personal hygiene for up to 1,650 service members. The showering units will be used from 18 January -22 January 2021.

The equipment shall be in place at the designated locations no later than one day prior to scheduled use.

After 24 hours of the established timeframe is failure to perform delivery of the trailers from determined location.

100% Inspection /

COR

5.2.3

Shower Stalls/Trailer

Specifications

The Contractor shall ensure that shower trailers are within the following specifications:

Shower trailers no larger than: 36’length(including trailer tongue) x 14’ width(stairs down) x 12’6” height(from ground to top of A/C unit

Shower stalls measurement 30’ x 42’ minimum

Easy access in/out trailer (steps/ramps)

ADA compliant

Exterior lighting

Climate controlled with a ventilation system feeding in fresh air and removing moisture

Hot water (Sufficient hot water will be provided at all showering times)

Floor drains

Meets the standard 98% of Shower specifications

Periodic Inspection/

COR

(Ver. Nov 2015) 6

Fresh water tank (350 gallon minimum)

Waste water tank (1,300 gallon minimum)

Interior lighting and exhaust fans.

Units will be constructed of non-porous surfaces and non-slip flooring;

equipped with sinks, mirrors and a minimum of

(8) eight shower stall with individual private changing area.

5.3.1 Delivery of

Portable Toilets

The Contractor shall deliver 100 portable toilets to site location;

one day prior to scheduled use.

After 24 hours of the established timeframe is failure to perform delivery of the trailers from determined location

100% Inspection /

COR

5.3.3 Portable

Toilets

Specifications

Each portable toilet shall be of the following specifications and equipped with the following:

44”Depth x 43.5” Width x 88” Height

60 gallon waste tank (minimum)

Lockable doors

Air vents

Hand washing sinks complete with soap, hand sanitizer dispenser and paper towel dispenser.

Reinforced walls, covered floor and roof, toilet and urinal, vanity mirror

The fresh water sink has a capacity of 22 gallons.

Portable toilets will be fully stocked with toilet paper and hand sanitizer.

Meets the standard 98% of Portable Toilet

Specification

Periodic Inspection/

COR

5.4.1 Delivery of

Dumpsters

The Contractor shall deliver and install (2) two (30) thirty

After 24 hours of the established timeframe

100% Inspection /

(Ver. Nov 2015) 7 cubic yards dumpsters at each site location, a total of 10 dumpsters.

is failure to perform delivery of the dumpsters

5.4.3 Dumpster

Specifications

The Contractor shall provide daily servicing and maintenance of dumpsters. Each dumpster shall be of the following specifications: All dumpsters should be covered and roll-offs, shall be leak proof and free of rust. The lids shall be counter-balances, odor-sealing, easy to open and close and in good working conditions.

Meets the standard 98% of Portable Toilet

Specification

Periodic Inspection /

COR

5.5 Equipment

Servicing

The Contractor shall service the shower trailers daily and replenish all supplies at time of servicing. The Contractor shall service the toilets twice daily and IAW servicing schedule provided within the contract.

Meet Standards 95% of time

Periodic Inspection /

COR

5.6 Dumpster

Servicing

The Contractor shall ensure that all equipment, including trucks, roll-offs and covered dumpsters, are kept in clean and well-maintained condition. The contractor shall thoroughly wash all refuse collection containers with steam, soap or detergent and water IAW industry and OSHA standards to preclude unsanitary conditions.

Containers shall be free of unpleasant odor, dirt and debris.

Cleaning shall be performed as often as necessary to prevent an unsanitary environment.

Meet Standards 95% of time

Random Inspection /

COR

6.3 On Site

Services

The Contractor shall dispose of gray water via the contractor‘s specific equipment, and remove from site location and dispose of IAW the procedures and regulations of the contractor and

100% of gray water dispose IAW EPA procedures

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Federal, State and low laws and regulation

6.5 Equipment Pick

up

Shower Trailers, Portable toilets, dumpsters shall be removed from site location no later than 1200 hrs on the day after the rental period expires, unless otherwise requested and approved by the

COR.

After 24 hours of the established timeframe is failure to perform pick up of equipment from site location.

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ATTACHMENT 2: SAMPLE QUALITY ASSURANCE

MONITORING FORM

SERVICE or STANDARD:

SURVEY PERIOD:

SURVEILLANCE METHOD (Check):

Random Sampling 100% Inspection Periodic Inspection Customer Complaint

LEVEL OF SURVEILLANCE (Check):

Monthly Quarterly As needed

PERCENTAGE OF ITEMS SAMPLED DURING SURVEY PERIOD: ______ %

ANALYSIS OF RESULTS:

Observed Service Provider Performance Measurement Rate: ______%

Service Provider’s Performance (Check): Meets Standards

Does Not Meet Standards

Narrative of Performance During Survey Period:

PREPARED BY: ___________________________________ DATE: _________________