Attachment_1_Quality_Assurance_Surveillance_Plan.pdf

Attachment 1: Quality Assurance Surveillance Plan

4.0 Quality Assurance Surveillance Plan

4.1 Quality Assurance

4.1.1 Quality Assurance Surveillance Plan

4.1.1.1 Service Standard #1: Maintain a Quality Control Plan

Recurring defects are not permitted for service items. The Contractor shall develop and maintain a quality program to ensure services are performed in accordance with established standards of professional and standard setting organizations covering the contract services and contract standards. The contractor shall prepare and maintain a Quality Control Plan (QCP) and provide it to the Contract Officer’s Representative for review and approval within one (1) month following contract award. The Contractor shall develop, implement and document procedures to identify, present and ensure non-recurrence of defective services.

If a combination of three (3) or more complaints and/or unacceptable inspections on any one (1) service items are noted during a month, the contractor will be required to review their Annual Work Plan, Annual Health and Safety Plan, and/or Quality Control Plan for revision/modification. No defect will be recorded against the contractor’s performance during that month. However, if this same situation occurs again during the contract period, a defect will be recorded and reported to the Contracting Officer and contractor management representative for appropriate action.

4.1.1.2 Service Standard #1: Government Surveillance

The government evaluator (Contract Officer’s Representative) will review the contractor’s Quality Control Plan and weekly facility inspection documentation to determine if an acceptable number of inspections are being performed on all contract required areas during that time frame, if proper documentation is being maintained and if improper conditions or issues in need of correction are being identified. The government evaluator will also review what type of notification was provided and corrective action implemented when a defect/issue was detected during the inspection process.

4.1.1.3 Service Standard #1: Random Surveillance Procedures

The Contract Officer’s Representative (PO) will periodically review the contractor’s inspection records during the month for the current month. The PO will use a locally developed form to document the review of the monthly services. Using the performance standards from the Service Delivery Summary Table in this SOW, the PO will evaluate the contractor’s performance. The PO will notify the contractor in writing of any defect(s) using a Contract Discrepancy Report (CDR). Contractor shall be allowed (3) work days to address the defect(s) after notification. When proper and timely attention to correcting the defect is demonstrated, the defect(s) shall not count towards any payment disallowance. However, the PO shall maintain all documentation for file maintenance purposes.

4.1.1.4 Service Standard #2: Services Subject to QA Surveillance Plan

The services subject to a Quality Assurance Surveillance Plan with periodic review or customer complaint methods of surveillance include, but are not limited to, the following:

· Preventive Maintenance (weekly inspections, container integrity, labeling, etc.)

· Waste removal and classification from satellite accumulation areas

· Analytical sample waste removal and classification

· Off-site waste shipments and documentation (manifest inaccuracies, timeliness, etc.)

· ChemShare inventory and upkeep

· Coordination of services (accessing laboratories without disrupting work)

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· Tenant Satisfaction

· Report Generation (monthly, annual, biennial, etc.)

· Customer Service

· Minimizing environmental impacts

· Additional work requests

4.1.1.5 Service Standard #2: Government Surveillance

Recurring defects are not permitted for any of the service items listed above. For example: If complaint is received that a waste container currently in use has not been properly labeled within a week of the accumulation start, or within a reasonable timely fashion, the contractor will be required to correct the defect through re-performance. No defect will be recorded against the contractor’s performance during that month. However, if this same situation occurs again during the contract period, a defect will be recorded and reported to the Contracting Officer and contractor management representative for appropriate action. Defects in excess of the standards listed in the Service Delivery Summary Table will be subject to a payment disallowance as indicated in that table.

4.1.1.6 Service Standard #2: Random Surveillance Procedures

The government evaluator (Contract Officer’s Representative) will annotate defects from periodic surveillance and customer complaints and pass them along to the contractor’s management representative or quality control inspector (QCI) for correction. The PO will randomly select facility areas for inspection each week or so that the entire facility is inspected monthly. Using the Performance Standards from the Service Delivery Summary Table, the PO will evaluate the contractor’s performance. The PO will notify the contractor’s management representative or quality control inspector of any defect(s). Contractor shall be allowed to the completion of the next scheduled work day to correct the defect after notification. If defect is properly and timely corrected, the defect shall not count towards payment disallowance purposes. The PO will maintain all documentation for file maintenance purpose.

4.1.1.7 Service Standard #3: Customer Complaint Procedures

Any ESC employee, who observes unacceptable services, either incomplete or not performed from the Service Delivery Summary (5.1.1), should immediately contact the Contract Officer’s Representative who shall fill out a locally developed form identifying the customer complaint.

If the Contract Officer’s Representative considers the complaint valid, he/she will notify the contractor’s management representative or quality control inspector to pick up a copy of the complaint and take the necessary steps to correct the unacceptable performance within 4 hours of notification. A defect will not be recorded for payment disallowance provided proper and timely correction of the unacceptable condition is accomplished to the satisfaction of the Contract Officer’s Representative. The contractor’s management representative or quality control inspector shall be required to maintain a copy of any valid customer complaint.

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