Statement_Of_Work__Nisqually_NWRC_Janitorial_Services.pdf

STATEMENT OF WORK

Janitorial Services

FWS Nisqually NWR Complex

1. GENERAL

1.1 The U.S. Fish and Wildlife Service, Nisqually NWR Complex, 100 Brown Farm

Road, Olympia, WA 98516 has a requirement for performance-based janitorial services. The Contractor is responsible for planning, scheduling, coordinating, and assuring performance and effective completion of all work under this contract to maintain acceptable appearance and cleanliness.

The staff consists of between 10-15 employees and the Refuge receives over 250,000 visitors annually. Administrative Office use is typically Monday through Sunday with only one staff person on weekends. The Visitor Center is open Wednesday through Sunday with the heaviest volume of use occurring on Saturday and Sunday.

Visitation has some seasonality with spring and summer typically having the heaviest use. The Education Center has the most varied use pattern. Use is typically Monday through Friday with occasional use on weekends late winter to early summer. Use is lightest late summer months through early winter.

1.2 Buildings to be cleaned:

Administrative Office: (4665 s/f) all carpeted areas, all non-carpeted areas, glass entrance doors, kitchen/break room, restrooms.

Visitor Center: (4190 s/f) all carpeted areas, all non-carpeted areas, glass entrance doors, kitchen/break room, and public restrooms (579 s/f).

Education Center: (3744 s/f) all carpeted areas, all non-carpeted areas, glass entrance doors, kitchen/break room, restrooms.

1.3 Conduct: At a minimum, the Contractor is required to take all steps and measures that would be taken by a prudent building owner to maximize the life expectancy of the building and property.

1.4 Security of Premises: The Contractor shall turn off lights and secure all doors as appropriate for all areas pertinent to Contractor’s access. The Contractor shall report to the COR or Technical Coordinator any instance (by specific location) of problems encountered while on-site. FWS personnel will issue keys to the primary contractor.

1.5 Safety Measures: Contractor will put in place safety measures to reduce the risk of injuries in the performance of work. And submit a written copy to the COR or Technical Coordinator.

1.6 Accident Reporting: The Contractor shall immediately report all accidents/injuries of person or property to the COR or technical Coordinator and cooperate fully in any investigation as necessary.

2. SCOPE/DELIVERABLES

The contractor shall provide all supervision, personnel, materials, tools, supplies and equipment (except as noted below in Section 5) and shall coordinate, schedule, and assure completion of all services described herein. Within 5 days of contract award, contractor will provide a schedule indicating days of the week and tasks performed.

Schedule will include approximate dates that annual tasks will be performed. The tasks listed will be performed in each building per the cleaning frequency and performance standard.

2.1 Cleaning frequency. Each building has a different cleaning frequency due to varied patterns and volume of use.

Administrative Office – Twice weekly

Visitor Center and Public Restrooms – Four times weekly. Must include cleaning on Saturday and Sunday.

Education Center – Twice weekly August through January. Three times weekly February through July.

2.2 Sweeping and damp mopping of non-carpeted floor areas including all tile, vinyl, and cork flooring so that they are free from dust, dirt, mud, etc. The areas shall be free of all litter, lint, loose soil, and debris. Easily movable objects such as chairs and trash receptacles shall be tilted or moved to clean underneath.

2.3 Vacuuming/cleaning all rugs, mats, carpets, runners so that they are free from dust, dirt, mud, etc. The areas shall be free of all litter, lint, loose soil and debris. The Contractor shall move any chairs, trash receptacles, and easily moveable items to vacuum underneath, and then replace them in the original position.

2.4 Cleaning and sanitizing of restrooms, sink areas, toilets, urinals, stall dividers and mirrors, hand dryers and walls under hand dryers, doorknobs, and light switches using suitable non-abrasive eco-friendly cleaners and disinfectants. All surfaces shall be free of grime, soap scum, mold, and smudges. The Contractor shall replace paper towels, toilet paper, toilet seat covers, urinal blocks, and soap as needed.

2.5 Cleaning of kitchen/break room: sink areas, counter tops using suitable eco-friendly cleaners. All surfaces shall be free of grime, soap scum, mold, and smudges. The Contractor shall replace paper towels and soap as needed.

2.6 Cleaning and sanitizing drinking fountains.

2.7 Cleaning of glass front entrance doors inside and outside

2.8 Dust surfaces to a height of 72 inches above the floor in common and public areas

(counter tops, file cabinet tops, exhibits, bookshelves, windowsills, etc.). Excludes offices. Do not dust mounted bird specimens.

2.9 Empty all trash receptacles. Do not empty recycle receptacles. Dumpster for waste is in Maintenance Yard.

2.10 Annual requirements. The tasks below will be performed once per year in all buildings.

• Strip and wax all non-carpeted flooring per manufacturer’s maintenance instructions.

• Shampoo all carpeted flooring.

• Wash all windows inside and outside including second story.

3. PLACE/DELIVERY AND PERIOD OF PERFORMANCE

3.1 The US Fish & Wildlife Service, Billy Frank Jr. Nisqually NWR, 100 Brown Farm

Road NE, Olympia, WA 98516

3.2 Base Year: July 1, 2024, through June 30, 2025

3.3 Contract has an option for 4 one-year extensions:

Option Period 1: July 1, 2025, through June 30, 2026 Option Period 2: July 1, 2026, through June 30, 2027 Option Period 3: July 1, 2027, through June 30, 2028 Option Period 4: July 1, 2028, through June 30, 2029

3.4 Contractor service will be accomplished between the hours of 2:00pm and 7am PT.

3.5 Non-duty hours include Government holidays (New Years Day, Martin Luther King

Day, President's Day, Memorial Day, Juneteenth, Fourth of July, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, Christmas Day). If regular scheduled cleaning day falls on holiday the contractor will provide an alternative day for that week.

4. EVALUATION AND ACCEPTANCE/ QUALITY SURVEILLANCE PLAN

(QSP):

4.1 Contractors interested in submitting a proposal/quote are required to complete the below QSP or submit their own approach performance plan for each task (How will you measure your performance?). A simple table can be used to detail your plan and quality checks for successful completion of each task. This is a critical step in managing and monitoring of expected performance for evaluation, timely invoicing, and payments.

4.2 To evaluate Contractor’s work performance, the attached QSP and performance standards sample will be used by the Contractor. The results/outcome of all work efforts by the Contractor will be that all surfaces present a visual overall appearance of cleanliness and sanitation as necessary when the work/task is completed.

4.3 Quality Level (third column on QSP) will be measured by colors: Red

(Unacceptable), Yellow (Marginal), Green (Acceptable), and Blue (Exceeds Quality Standard).

4.4 A checklist of duties and areas to be cleaned will be provided for the janitorial staff in the janitorial storage room. This will be dated each visit and duties marked off accordingly.

Quality Surveillance Plan

Admin Office

TASK/DELIVERABLES

PERFORMANCE STANDARD

FREQUENCY

ACCEPTABLE

QUALITY

LEVEL

METHOD OF

SURVEILLANCE

(i.e., random checks, customer comments +/-

CORRECTIVE

ACTIONS (i.e., timeliness, Quality, professionalism +/-

Vacuum all Carpeted Areas Rooms and hallways shall be free of obvious dust and dirt, food waste, debris, and cobwebs.

Twice weekly

Sweep and Damp Mop Floors Areas shall be free of obvious trash, debris, and foreign matter such as: paper clips, staples, paper, and mud. Corners and crevices shall be free of obvious dirt. Floors shall also be free from streaks, mop marks and skipped areas.

Twice weekly

Clean and Dust Surfaces to a Height of 72 inches Above the Floor Areas shall be free of obvious dust and dirt.

Twice weekly

Clean Restroom and Sink Area Surfaces and Fixtures:

Washbasins, Countertops, Urinals, Toilets, Toilet Seats, Walls around toilets, urinals, and sinks; Stall Dividers, Sinks, Mirrors, Hand Dryers and walls below hand dryers, Corners/ Crevices Surfaces and fixtures shall maintain a high level of luster and shall be free of obvious dust spots, stains, rust, mold, incrustations, and excess moisture. Floors shall be free of obvious dirt, water streaks, mop marks.

Twice weekly

Replenish Supplies To Include Paper Towels, Hand Soap, Toilet Paper, Seat Covers and Urinal Blocks.

Supplies shall be replenished such that dispensers are not empty (avoid over filling). Supplies will be provided by government agency.

Twice weekly

Clean Water Fountain Fountains shall maintain a high luster and shall be kept free of obvious dust, dirt, stains, mineral and/or calcium accumulation.

Twice weekly

Maintain Entrance Floor Mats Mats should be vacuumed and clean.

Twice weekly

Clean Glass Front Entrance Door Inside and Outside Glass should be clean inside and out. Free from streaks and smudges.

Twice weekly

Collect and Remove Trash from Work Areas* Line trash containers. Trash containers shall be free of obvious dirt, food, stains, debris, mold, moisture, and odors. *Does not include recycle receptacles*

Twice weekly

Floor Maintenance. Strip and wax all non-carpeted flooring per manufacturer’s maintenance instructions. Shampoo all carpeted flooring

Annually

Wash all windows inside and out including second story.

Windows shall be clean inside and outside, free from cobwebs, dirt, etc.

Annually

General Requirements: Conduct, Security, Safety, and Accident Reporting.

Exercise preventive measures for minimum incidents

Ongoing

Visitor Center

QUALITY

LEVEL

METHOD OF

SURVEILLANCE

(i.e., random checks, customer comments +/-

CORRECTIVE

ACTIONS (i.e., timeliness, Quality, professionalism +/-

Vacuum all Carpeted Areas Auditorium shall be free of obvious dust and dirt, food waste, debris, and cobwebs.

Four times weekly

Sweep and Damp Mop Floors Areas shall be free of obvious trash, debris and foreign matter such as: paper clips, staples, paper, and mud. Corners and crevices shall be free of obvious dirt. Floors shall also be free from streaks, mop marks and skipped areas.

Clean and Dust Surfaces to a Height of 72 inches Above the Floor areas shall be free of obvious dust and dirt.

Maintain Entrance Floor Mats Mats should be vacuumed and clean.

Clean Glass Front Entrance Door Inside and Outside Glass should be clean inside and out. Free from streaks and smudges.

Collect and Remove Trash Line trash containers. Trash containers shall be free of obvious dirt, food, stains, debris, mold, moisture, and odors. *Does not include recycle receptacles*

Floor Maintenance. Strip and wax all non-carpeted flooring per manufacturer’s maintenance instructions. Shampoo all carpeted flooring

Annually

Wash all windows inside and out including second story.

Windows, sills, and jambs shall be clean inside and outside, free from cobwebs, dirt, etc.

Annually

General Requirements: Conduct, Security, Safety, and Accident Reporting.

Public Restrooms

QUALITY

LEVEL

METHOD OF

SURVEILLANCE

(i.e., random checks, customer comments +/-

CORRECTIVE

ACTIONS (i.e., timeliness, Quality, professionalism +/-

Clean Restroom and Sink Area Surfaces and Fixtures:

Washbasins, Countertops, Urinals, Toilets, Toilet Seats, Stall Dividers, walls around toilets, urinals, and sinks; Sinks, Mirrors, Hand dryers and wall below hand Dryers, Corners/ Crevices Surfaces and fixtures shall maintain a high level of luster and shall be free of obvious dust spots, stains, rust, mold, incrustations, and excess moisture. Floors shall be free of obvious dirt, water streaks, mop marks.

Replenish Supplies to Include Paper Towels, Hand Soap, Toilet Paper, Seat Covers and Urinal Blocks.

Supplies shall be replenished such that dispensers are not empty.

Supplies will be provided by government agency.

Clean Water Fountain Fountains shall maintain a high luster and shall be kept free of obvious dust, dirt, stains, mineral and/or calcium accumulation flooring

Annually

Wash all windows inside and out including second story.

Windows, sills, and jambs shall be clean inside and outside, free from cobwebs, dirt, etc.

Annually

General Requirements: Conduct, Security, Safety, and Accident Reporting.

Education Center

ACCEPTAB

LE

QUALITY

LEVEL

METHOD OF

SURVEILLANCE

(i.e., random checks, customer comments +/-

CORRECTIVE

ACTIONS (i.e., timeliness, Quality, professionalism +/-

Vacuum all Carpeted Areas Vacuum all classrooms and offices shall be free of obvious dust and dirt, food waste, debris, and cobwebs.

Twice weekly Aug-Jan; Three times weekly Feb-July

Sweep and Damp Mop Floors Areas shall be free of obvious trash, debris, and foreign matter such as: paper clips, staples, paper, and mud. Corners and crevices shall be free of obvious dirt. Floors shall also be free from streaks, mop marks and skipped areas.

Twice weekly Aug-Jan; Three

Clean and Dust Surfaces to a Height of 72 inches Above the Floor Areas shall be free of obvious dust and dirt.

Twice weekly Aug-Jan; Three

Clean Restroom and Sink Area Surfaces and Fixtures:

Washbasins, Countertops, Urinals, Toilets, Toilet Seats, Stall dividers, walls around toilets, urinals, and sinks; Sinks, Mirrors, Hand dryers and walls below hand dryers, Corners/ Crevices Surfaces and fixtures shall maintain a high level of luster and shall be free of obvious dust spots, stains, rust, mold, incrustations, and excess moisture. Floors shall be free of obvious dirt, water streaks, mop marks.

Twice weekly Aug-Jan; Three

Replenish Supplies to Include Paper Towels, Hand Soap, Toilet Paper, Seat Covers and Urinal Blocks.

Supplies shall be replenished such that dispensers are not empty.

Supplies will be provided by government agency.

Twice weekly Aug-Jan; Three

Clean Water Fountain Fountains shall maintain a high luster and shall be kept free of obvious dust, dirt, stains, mineral and/or calcium accumulation

Twice weekly Aug-Jan; Three

Maintain Entrance Floor Mats Mats should be vacuumed and clean.

Twice weekly Aug-Jan; Three

Clean Glass Front Entrance Door Inside and Outside Glass should be clean inside and out. Free from streaks and smudges.

Twice weekly Aug-Jan; Three

Collect and Remove Trash from Work Areas* Line trash containers. Trash containers shall be free of obvious dirt, food, stains, debris, mold, moisture, and odors. *Does not include recycle receptacles*

Twice weekly Aug-Jan; Three flooring

Annually

Wash all windows inside and outside including second story.

Windows, sills, and jambs shall be clean inside and outside, free from cobwebs, dirt, etc.

Annually

General Requirements: Conduct, Security, Safety, and Accident Reporting.

ADMIN OFFICE Date

Date Date Date Date

Vacuum offices including library and conference room.

Vacuum hallways

Vacuum reception area

Vacuum/Sweep entrance mat at back door

Sweep & mop back door entrance area.

Sweep & mop kitchen floor.

Sweep & mop biology office floor.

Clean toilets. floors and fill rolls/dispensers – (does not include locker rooms)

Clean & disinfect drinking fountains.

Clean glass entrance doors (in and out)

Empty trash receptacles & remove from bldg.

VISITOR CENTER & RESTROOMS Date

Date Date Date Date

Clean public restrooms (mop and disinfect)

Fill restroom rolls/dispensers

Vacuum/Sweep exit mat

Vacuum/Sweep entrance mat

Sweep and damp mop cork flooring in VC.

Sweep and damp mop flooring in kitchen.

Vacuum auditorium carpeting

EDUCATION CENTER Date Date Date Date Date

Clean public restrooms (mop and disinfect)

Fill restroom rolls/dispensers

Vacuum/Sweep entrance mat

Sweep and damp mop all non-carpeted flooring.

Vacuum all carpeted areas.

5. GOVERNMENT FURNISHED EQUIPMENT, SUPPLIES AND MATERIALS:

5.1 The Government will provide all paper products to include toilet paper, paper towels, and toilet seat covers. Government will also provide hand soap, urinal blocks, and trash can liners.

5.2 Government property shall be used only in direct operations of providing Contractor services and shall not be used in any manner for any personal advantage, business gain, or other personal endeavor by the Contractor.

5.3 The Government will furnish all utilities.

6. CONTRACTOR FURNISHED EQUIPMENT, SUPPLIES AND MATERIALS:

6.1 The Contractor shall furnish all equipment and eco-friendly cleaning supplies.

6.2 Equipment shall be used and maintained in accordance with the manufacturer’s directions and meet all applicable OSHA standards.

6.3 The Contractor is responsible for using products and equipment as recommended by the manufacturer.

7. QUALITY SURVEILLANCE PLAN/ASSURANCE:

7.1 As defined in the QSP in Line Item 4 (1) above.

7.2 Incentives/Disincentives of Satisfactory/Unsatisfactory performance may result in continued or discontinued service, respectively.

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1 INTRODUCTION

This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the Statement of Work (SOW). This plan sets forth the procedures and guidelines Billy Frank Jr.

Nisqually NWR 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 SOW 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 the Nisqually National Wildlife Refuge Complex to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives communicated in the SOW 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 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 SOW. 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 contracting officer's representative (COR), and the contractor. The CO will designate one full-time COR 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)

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 COR. The COR will accept those customer complaints and investigate using the Quality Assurance Monitoring Form – Customer Complaint Investigation.

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) 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 clean restrooms and kitchen area, clean drinking fountains and collect and remove trash, 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 Nisqually National Wildlife Refuge Complex.

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 and are assessed using the performance monitoring techniques shown in the QSP.

Monitoring Forms The government’s QA surveillance, accomplished by the COR, will be reported using the monitoring forms. The forms, when completed, will document the government’s assessment of the contractor’s performance under the contract to ensure that the required results Nisqually National Wildlife Refuge Complex Janitorial Services are being achieved.

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

6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

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 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 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 PM may require the contractor’s project manager, or a designated alternate, to meet with the COR and other government personnel as deemed necessary to discuss performance evaluation. The 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 PM 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 PCO/ACO.

PERFORMANCE REQUIREMENTS SUMMARY

Required Services (Tasks)

Performance Standards

Acceptable Quality Levels

Methods of

Surveillance

Incentive (Positive and/or

Negative) (Impact on Contractor Payments)

Submit a PM report of scheduled, completed, and outstanding tasks monthly (PWS C.2.1.2 (G))

Administer quality control program including subcontractor management in accordance with QCP

Submit management reports as required

100% of reports accurately depict current status.

Contractor is in compliance with QCP 97% of the time.

99%

95%

File reviews, periodic inspections, and random, observations, customer complaints

File reviews, periodic inspections, and random, observations, customer complaints

Reject monthly invoice for payment if any required monthly reports have not been submitted.

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: _________________