A11 Section E-Exhibit 10 QASP for MATSSC.doc

Exhibit 10

SOCIAL SECURITY

Mid-Atlantic Social

Security Center (MATSSC)

300 Spring Garden Street

Philadelphia, PA 19123 Mid-Atlantic Social Security Center (MATSSC)

Quality Assurance Surveillance Plan

For the

Combined Facilities Management Contract

This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate contractor actions while implementing the Performance Based Work Statement (PBWS). It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective on the PBWS in the facilities management 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, maintaining and repairing facilities and that a service contract is the best means of achieving that objective.

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 is quality assurance 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 inspection 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.

PROCEDURES:

The government will conduct quarterly and annual evaluations of the contractor’s performance based on the following performance objectives:

Performance Objective Ratings Quality of Product/Service

0, 1, 2, 3, 4, 5

Timeliness of Performance 0, 1, 2, 3, 4, 5

Business Relations 0, 1, 2, 3, 4, 5

Customer Satisfaction

0, 1, 2, 3, 4 , 5

Legend:

Quality of Product/Service:

Compliance with Contract Requirements

Meets Contract Objectives

Accuracy of Reports

Appropriateness of Personnel

Manager(s)/Key Personnel Performance

Technical Excellence/Service Calls

Meets all requirements for Inspections

Meets all requirements for Safety

Business Relations:

Effective management

Businesslike correspondence

Responsive to contract requirements

Prompt notification of problems

Reasonable/cooperative

Flexible

Pro-active

Effective contractor- recommended solutions

Timeliness of Performance:

Responsive to technical direction

Completes PM on schedule

Competes Repairs on schedule

Responds timely to Emergency Service Requirements

Responds timely to Service Calls

Reports and Deliverables provided on schedule

Customer Satisfaction:

Demonstrates commitment to Customer Satisfaction

Strives to meet or exceed Customer Expectations

Responsive to Customer Complaints

Performance minimizes legitimate Complaints

Provides friendly helpful service to Customers

The evaluation will take into consideration the contractor’s performance in the following specific areas:

· Operation and Maintenance of Building and Mechanical Equipment;

· Elevator Maintenance;

· Utility Operation

· Custodial and Related Services;

· Security Services;

· Operation of Environmental Control Center Services;

· Uninterruptible Power Supply System Maintenance (after expiration of the initial installation warranty);

· Sustaining Maintenance and Repairs; and

· Operation and Maintenance of Building Automation System (Energy Management and Life Safety).

The COTR and/or his representative performs evaluations in any number of ways:

· The COTR may perform evaluations using the contractor’s quality control program, which was previously approved by the government

· The COTR may accompany the PM on scheduled inspections and observe the PM inspecting the service to ensure defects are corrected.

· The COTR may immediately inspect the same area as the PM as soon as the PM has completed the quality control inspection to determine if any surveillance areas were overlooked.

· The COTR may inspect an area prior to the PM and compare results. The COTR will record defects if PM fails to record performance defects and defects are not corrected.

· The COTR may periodically review data from the CMMS to determine how timely PM and equipment repairs are accomplished.

· Information on building occupant complaints may be collected and analyzed to determine to what extent they indicate contractor performance problems.

· Building occupants may be surveyed as part of the evaluation of customer satisfaction.

· The COTR may review contractor inspection reports. See Section C-4.8 and 4.9 for more information on inspectors and inspection procedures.

The COTR will notify the contracting officer if there is a significant decline in Contractor performance.

Ratings: The instructions below will be used as guidance in making these evaluations and as an explanation of the rating scale.

RATING GUIDELINES

0 = Unsatisfactory 1 = Poor 2 = Fair 3 = Good 4 = Excellent 5 = Outstanding Quality of product or Service 0 = Unsatisfactory 1 = Poor 2 = Fair 3 = Good 4 = Excellent 5 = Outstanding

Timeliness of Performance 0 = Unsatisfactory 1 = Poor 2 = Fair 3 = Good 4 = Excellent 5 = Outstanding

Business Relations

Customer Satisfaction