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body<p><br /></p>

The Standards and Quality Assurance (SQA) module allows NYSERDA and contracted Quality Service Providers (QSPs) to identify projects that are eligible for field inspections. A random sampling of projects are selected for inspection to verify that program and technical requirements have been met. The SQA module allows inspectors to document evidence of any non-conformance through written documentation. Information collected by the inspector is uploaded into the Salesforce QA checklist and an inspection report is generated. The SQA module allows the Contractor to submit corrective action documentation as needed and for the program implementer (either initiative staff or an external company providing support) to respond.



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Aura - Tab
titleProcess Overview


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titleProcess Overview



Info

NYSERDA conducts a minimum of three field inspections for each new participating Contractor. New contractors who have not passed three inspections are listed as Provisional . When they are in good standing after these inspections, their status updates to Full . After an installer receives Full status, NYSERDA reviews a random sample of projects for review. Contractors with a Probationary or Suspended status may have 100% of their projects inspected.

In general, inspections can only be scheduled for completed projects. However, Salesforce can allow inspections on in-progress projects if the program/initiative requires.

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titleProcess Roles


SQA Process Role NameRole Description
ContractorThe entity contracting with NYSERDA as part of a project under a NYSERDA imitative.
QSP InspectorMember of a Quality Service Provider (QSP) who performs field inspections and reports findings in accordance with project requirements.
QSP QA ManagerMember of a Quality Service Provider (QSP) who is responsible for review and approval of all inspection reports.
QSP SchedulerMember of a Quality Service Provider (QSP) who is responsible for scheduling quality assurance inspections for eligible Contractors/Builders.
Program ImplementerMember of the CLEAResult team responsible for reviewing and approving CAR responses and contested inspections.


Tip

A single individual may fill multiple roles simultaneously.



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titleInspection Resolution Statuses


Inspection StatusStatus Description
CompletedAll Corrective Action Required (CAR) eligible tasks are resolved.
Contested - NYSERDA QA Manager Approval Needed

The NYSERDA QA Manager must approve or reject any contested or resolved Corrective Action Required (CAR) tasks.

Is there a role such as this for Single Family Residential?

Contested - QA Manager Approval NeededThe QSP QA Manager must approve or reject any contested or resolved Corrective Action Required (CAR) tasks.
Contractor Non-ResponsiveBoth the NYSERDA and QSP members cannot successfully contact the Contractor.
Program Implementer Approval NeededThe NYSERDA Program Implementer must approve or reject any contested or resolved Corrective Action Required (CAR) tasks.
Report Issued - Corrective Action NeededThe Inspection is complete and there are Corrective Action Required (CAR) tasks to address.



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titleProcess Communications

Contractors receive inspection communications through email. These communications are generally system generated and provide relevant details, instructions and next steps to successfully continue the inspection process. Additionally, these emails may contain a link. Clicking on the link will navigate the Contractor to the appropriate page in Salesforce where they can complete the instructions outlined in the notification. Notifications will also be sent for inspections that are cancelled or re-scheduled or for report distribution.


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titleQuality Scoring

The SQA Salesforce module assigns a Quality Score (on a scale of 1 to 5) based on the inspection results. This score will be provided in the Inspection report that is generated after the Inspector completes the inspection. NYSERDA provides Contractors a link to the inspection report through Salesforce.

SQA Quality ScoreQuality Score Description
1 or 2

Signifies a Failed Inspection with major and/or critical deficiencies. The Contractor must provide evidence to NYSERDA that these deficiencies outlined in the Inspection Report were resolved. Inspections in this score range may also contain minor or incidental deficiencies that will still need resolution, though the Contractor is not required to provide evidence for these issues.

The inspection score may be updated if the Major and/or critical deficiencies are effective resolved or contested

3, 4, or 5Signifies a Passed Inspection with only minor or incidental deficiencies. The Contractor must correct these issues but is not required to provide evidence to NYSERDA.



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Aura - Tab
titleNYSERDA Portal


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titleThe NYSERDA Portal



Info

The Standards and Quality Assurance (SQA) module is built within Salesforce (also known as the NYSERDA Portal). All activity related to scheduling, conducting, reviewing and approving inspections, and managing corrective action responses and resolutions, is documented and managed from within Salesforce.


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titlelearn more...

To log into the NYSERDA Partner Portal (Also known as the Salesforce Portal), follow the instructions below:

UI Steps
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UI Step

Access the portal login page at 

UI Button
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titlehttps://portal.nyserda.ny.gov/login
urlhttps://portal.nyserda.ny.gov/login
.

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UI Step

Enter your Username and Password and click Log In.

Your username is your email address through your organization with .nyserda added to the end as shown in the example screenshot below.

You created the password when accessing the NYSERDA Partner Portal the first time after receiving login information from NYSERDA. If you have forgotten the password, click the Forgot Your Password? Link and follow the prompts to reset your password.

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titlelearn more...

The Dashboard page provides an overview of your projects.

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UI Step

After logging into Salesforce, click the Dashboards tab to access the Dashboard.


UI Step

The Dashboard includes several visual charts to help you track your projects.

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A If you have access to several dashboards, use the dropdown menu to navigate between them.
B Click Refresh to update the dashboards and display the most up-to-date information.
C Hover your mouse over any data elements in any graph to reveal a tooltip with granular details.
D Each chart in the Dashboard has an underlying report that can be accessed by clicking the chart.







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titlelearn more...

There are a number of reports available to help manage and monitor SQA inspections. These reports are accessed from within Salesforce and can be located following the instructions below.

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UI Step

After logging into Salesforce, click the Reports tab to access the Reports.

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UI Step

Use the left-hand navigation pane to navigate between report dashboards and folders. Each report folder contains a unique set of reports. There are a significant number of reports available that provide insights into many of the activities performed as part of the SQA Inspection Process. Work with your manager or a coworker to review these reports and get a better understanding of their uses.

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UI Step

After accessing a report, use the Filters at the top of the page to define how the information in the report should be displayed.

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titlescreenshot & information table

Run Report Click to update the report information based on the filters set.
Hide Details Hides the details of each heading in the report table. Click again to unhide these details.
Printable View Click to open the report in a print friendly format.
Export Details Exports the report into an excel format.




UI Step

Click any Underlined Link in a report table to open the corresponding Project Record.

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titlelearn more...

This section reviews the process to access inspection records from the SQA Worklist tab in Salesforce and may need to be referenced with other process steps throughout this guide.

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UI Step

Log into Salesforce and navigate to the SQA Worklist tab.

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UI Step

Use the available Filters to locate specific projects. The most recently edited projects display at the top of the table.

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UI Step

Click the Project Inspection number to open the Project Inspection Record in Salesforce. The Project Inspection Record will open in a new tab.

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Aura - Tab
titleProcedure 1


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titleQSP Schedulers: Scheduling the Inspection



Info

Scheduling an inspection officially kicks off the SQA Workflow in Salesforce. These inspections are scheduled by the Quality Service Provider (QSP) QA Scheduler. QSP companies are assigned to one or more counties within New York, and only projects that match the QSP QA company’s inspection criteria can be scheduled by the QSP QA Scheduler.

There may be situations when a Scheduled Inspection needs to be updated, such as when an Inspector assigned to the Scheduled Inspection can no longer perform the inspection or if the date/time of the Scheduled Inspection needs to be changed. Follow the instructions in the Updating Scheduled Inspections below to learn how to make changes to a Scheduled Inspection.

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titleInspection Criteria and Requirements


Inspections can be scheduled by the QSP Schedulers if the Contractor meets the following criteria:
  • The Contractor is not in the terminated status.
  • The Contractor's inspection rate is below the program required rate.
  • The Contractor has at least one project with an in-progress or post-completion milestone approved within  the past 90 days, and:
    1. The project site is located within a New York State county the scheduler’s QSP can conduct inspections.
    2. The project site matches a dwelling type where the scheduler’s QSP can conduct a field inspection.
    3. There are no currently scheduled inspections for the project.
    4. The customer of the project has not been identified as non-responsive or unwilling to host an inspection.
  • A System Administrator or NYSERDA QA Manager has flagged the project for a required inspection (this bypasses the general criteria for inspection eligibility).

Each program has specific criteria for Contractor status and inspection eligibility. Please review the program specific policies for additional details



Process Step

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Scheduling the Inspection 

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titlelearn more...


UI Steps
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UI Step

Navigate to the SQA Schedule Inspection tab after logging into the NYSERDA Portal (Salesforce Portal).

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UI Step

From the SQA Schedule Inspection tab, select Combined Residential Application from the Program drop-down then select the correct QA Assignment Type. Then, click Search.

QA Assignment TypeSelect this option if...
Audit Direct InstallNeed parameters to help QSP Schedulers know which project type this relates to.
Full ComprehensiveNeed parameters to help QSP Schedulers know which project type this relates to.


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UI Step

If needed, use the Filter Results options to continue fine-tuning the filtered list to locate projects ready for inspection scheduling.

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titlescreenshot & information table


Filter ComponentsComponent TypeDescription
Counties (may select multiple)Multi-SelectSelect from a list of current NYSERDA SQA Programs
Contractor StatusDrop-DownSelect from the list of Contractor statuses
Contractor Volume (Past 12 Months) MinimumSlide Bar and Number
Contractor Volume (Past 12 Months) MaximumSlide Bar and Number
Average QA Score (Field)Drop-Down and NumberThere are two filter fields for the Average QA Score. Use the dropdown list to filter Average QA Scores that are greater than, equal to or less than the QA Score entered into the blank field directly to the right of the dropdown list
Average QA Score (Photo)Drop-Down and NumberThese two fields support other NYSERDA Programs and are not used for the Combined Residential Application Standards and Quality Assurance (SQA) Process.
Show Only Quality InstallerCheckboxSelect one our more New York State counties for project sites
Ignore Inspection Rate ThresholdCheckboxCheck the box to filter the results to show only Quality Installers
ResetButtonClick to clear the set filters
FilterButtonClick to activate the set filters




UI Step

Once filtered, the SQA Inspection Table displays all Contractors eligible for inspection based on your selected filters. When you have located the correct Contractor, click the Click Here link in the Project List column. The table will only display Inspection Projects in counties/regions assigned to the QSP QA Organization and excludes any projects that already have a Scheduled or In-Progress inspection.

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UI Step

You will be directed to a page that lists all projects for the selected Contractor that are ready for inspection. Use the filters, as needed, to locate a specific project. When you have located the appropriate project click the Schedule link to open the Schedule an Inspection window.

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titlescreenshot & information table


Filter FieldDescription
Inspection EligibilityPost-Completion is the only option and is selected by default
Project StatusSelect either All, Completed, Approved or Closed
Milestone Approval Date FromUse to define the earliest date for milestone approval
Milestone Approval Date ToUse to define the latest date for milestone approval
CountiesSelect one or more New York State counties for project sites
Application NumberEnter the specific Inspection Application numbers (accepts partial numbers)
FilterClick to activate the set filters
ResetClick to clear the set filters




UI Step

Once the Schedule an Inspection window is open, complete the form to schedule the inspection.

Warning

When scheduling an inspection, it is best practice to complete the form when contacting the site owner. Use the fields in the Schedule an Inspection window to guide your conversation as you schedule the inspection with the site owner.


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titlescreenshot & information table


Section


Column
width50%


Column
width50%


Field NameAction
ProjectDisplays the Project Number
NameDisplays the Customer name
Phone NumberDisplays the Customer’s contact phone number
EmailDisplays the Customer’s email address
QA ManagerClick to select the correct QA Manager for the inspection
Inspection CategorySelect Field if not selected by default. Photo inspections are not performed for Combined Residential Applications.
Scheduling StatusClick to select an inspection schedule status
Scheduling NotesEnter in any relevant notes (e.g. “Only contact before noon”)
Send Schedule Emails to Customer OnlyCheck this box to ensure that only the customer receives the scheduling notification
InspectorClick to select an Inspector
Inspection TypeDefaults to Post Completion. No other options are available.
Inspection Checklist VersionThis field is not editable by QSP Schedulers
Inspection Date1

Click to select the date for the inspection

Start Time1

Click to enter the Start Time of the scheduled inspection

End Time1

Click to enter the End Time of the scheduled inspection

  1. These fields can only be completed if the Scheduling Status is set to Scheduled






UI Step

If you are able to schedule an inspection, click the Scheduling Status drop-down and select Scheduled. This will allow you to complete the following fields: Inspection DateStart Time, and End Time. When all required/needed fields are complete, click Save. Clicking Save generates a Project Inspection record and emails the installation contractor. Additionally, the Project Inspection record status will automatically be updated to Scheduled and the project will be moved to the SQA Worklist queue.

Warning

The system will not let you double book an inspector (the times cannot overlap with already scheduled inspections).



UI Step

If you do not schedule an inspection, click the Scheduling Status dropdown list and select a corresponding response to indicate the reason the inspection could not be scheduled. Enter any notes and click Save to finish. Clicking Save generates a Project Inspection record and moves the project to the SQA Worklist queue and updates the Project Inspection record status to Scheduling In Progress.



Updating a Scheduled Inspection

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titlelearn more...


Info

QSP Schedulers and QSP QA Managers can revise scheduling information up until the inspection occurs.


UI Steps
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UI Step

After logging into the NYSERDA Portal, click the SQA Worklist tab.

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titlescreenshot



UI Step

Use the filters at the top of the page to help locate the scheduled inspection. Combined Residential Application must be selected from the bProgram drop-down. Click Filter when all the required or needed filters are set. Once the list of scheduled inspections is filtered, access the Schedule an Inspection window by clicking the Edit link in the Action column.

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UI Step

Once the Schedule an Inspection window is open, update any fields as required based on the revision needed to the scheduled inspection. Click Save when complete.





Aura - Tab
titleProcedure 2


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titleQSP Inspectors: Configuring the Inspection Checklist



Info

Conducting the inspection is the second major step in the SQA Inspection Workflow in Salesforce. Inspections are performed by the QSP QA Inspector utilizing an Inspection Checklist that includes each required inspection task. QSP Companies are assigned to one or more counties within New York, and only projects that match the QSP QA company’s inspection criteria can be inspected by the QSP QA Inspector.

Process Step

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Configuring the Inspection Checklist

Before an inspection can be performed, the Inspection Checklist will need to be configured. Configuration will vary depending on the installation project. Unconfigured Inspection Checklists will set all Categories and their respective Measures and Tasks as required for an inspection.

Tip

When performing a Field Inspection, the Inspector can configure the Inspection Checklist at any point before completing the inspection keeping in mind that the Inspection Checklist can continue to be configured as the inspection is performed.


UI Steps
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UI Step

To configure the Inspection Checklist, begin by accessing the Project Inspection Record as described in the Accessing Inspection Records section of the NYSERDA Portal tab on the left side of this page.


UI Step

Once in the Project Inspection Record, click the Inspection Checklist button.

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UI Step

Next, click the Hamburger icon in the upper-right hand corner of the Inspection Checklist. Inspection Checklists for scheduled inspections are blank until they are initially configured.

(Is this last part true? I cannot find any examples of scheduled inspections in UAT that do not already have configured checklists.)

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UI Step

Click the Configure Checklist option.

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UI Step

Data Collection Checklist modal window will open, By default, all inspection Categories are automatically selected.

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titlelocating measures and tasks


Section


Column
width50%


AClick just below the checkbox for any Category to show the corresponding Measures
BClick just below the checkbox for any Measure to show the corresponding Tasks
CAn example of a list of Tasks associated with the selected Category and Measure



Column
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UI Step

Uncheck boxes for any CategoryMeasure, or Task that should not be part of the scheduled inspection.

Tip

Unchecking an entire Category will also uncheck any associated Measures or Tasks. Similarly, when unchecking an entire Measure, all associated Tasks are also unchecked.


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UI Step

When all the correct CategoriesMeasures, and Tasks are correctly selected, click Create Inspection Form. The Data Collection Checklist modal window will close and you will be returned to the Inspection page.




Review the photos submitted by the Contractor in the open window, selecting the appropriate photos that show evidence of the Task Failure by clicking the checkbox in the upper left-hand corner of the photo(s). Once all photos have been selected, click the Upload button to pair the Contractor submitted photo to the Task Failure.

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titleQSP Inspectors: Conducting the Inspection



Info

Placeholder

Process Step

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Documenting the Inspection Results

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UI Steps
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UI Step

Access the Project Inspection Record as described in the Accessing Inspection Records section of the NYSERDA Portal tab on the left side of this page.


UI Step

Once in the Project Inspection Record, click the Inspection Checklist button.

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UI Step

Every inspection will have a set of Categories that define the scope of the inspection requirements. Additionally, each category contains a sub-set of Measures and each measure contains a sub-set of Tasks.

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UI Step

For each Task listed on the initial page of the Inspection Checklist, review the work done with respect to the specific Task and mark the work as Passed (P)Failed (F)Not Inspected (N/I), or Not Applicable (N/A) as the situation fits.

Tip

If the Inspector needs to add an additional Task to the Measure that is not configurable in the Inspection Checklist, use the Add A Task link on the top-right of the Task table to open a modal window and document the details of the additional Task.


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UI Step

For Tasks that are marked as PassedNot Inspected, or Not Applicable, no additional action is needed by the Inspector. Review the instructions in the Failed Checklist Tasks section below to learn what must be done by the Inspector if a Task must be marked as Failed.


UI Step

Inspectors may want to document a note to the Measure if additional information or explanations should be communicated with others throughout the inspection process. To add a Measure note, click Edit underneath the Inspector Note section to input a message, then click Save.

Tip

The Edit link turns into a Save link and Cancel link when clicked.


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UI Step

Once all Tasks for a Measure are completed, click the Save & Next button to advance to the next Measure and repeat steps 4-6 above for all additional Categories, Measures and Tasks.

Tip

It is best practice to work advance through the Inspection Checklist using the Save & Next button as it will advance you through each Category and Measure associated with the Inspection Checklist and ensure that you do not miss any inspection Tasks.




Failed Checklist Tasks

Click the Choose File button to locate the photos on your computer. After all files have been selected, click the Upload button to attach the files to the Failed Tasks.

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titlelearn more...


UI Steps
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UI Step

When

you mark a task

Task on the Inspection Checklist

as

is marked as Failed, a new modal window will

open where Inspectors are required to attach

automatically open requiring the Inspector to document the reason for the Task Failure and attach photo evidence of the Failed

task

tasks.

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Image Modified



UI Step

If the default Task Failure Description does not correctly outline the reason for the task failure, document the correct Task Failure Description in the text box for line item 2, then click the Insert link to add this new description to the Task Failure List . Finally, uncheck the Applicable checkbox for the incorrect Task Failure Description .

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UI Step

However, if the default Task Failure Description is correct but needs additional clarity, click the Edit link to open a new Notes text box and document the change to the default Task Failure Description. Click Save where the Edit link was before being clicked to save the note.

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UI Step

To upload a photo to the failed task, click the Attachment icon (paperclip) to open a new window.

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The process to upload a photo at this step differs depending on if the Inspection is Field or Photo .



UI Step

In the new window, click the Choose Files button, then locate and select the photo

file

(s) for upload. When all files have been selected, click the Upload button to attach the

file(s)

photos to the record. The window will display a confirmation message if successful. Click Close to complete the process, close the window, and return to the Inspection Checklist to work on other inspection tasks.

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information tableField Inspection
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Photo Inspection
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Image Added



UI Step

Then, click either the Back button (to return to the Task Failure

Then, click either the Back button (to return to the Task Failure

window or click Close to return to the Inspection Checklist.



Submitting Inspections

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UI Step

After completing all Inspection Categories, Measures, and Tasks, scroll to the bottom of the Inspection Checklist and click Submit. This action generates a PDF Inspection Report in a new tab.

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Note
  • When you have reached the last page of the Inspection Checklist the Save & Next Button will no longer be visible.
    The Inspection Report is automatically appended to the Project Inspection record.





  1. After completing all Inspection Categories, Measures, and Tasks, scroll to the bottom of the Inspection Checklist and click Submit. This action generates a PDF Inspection Report in a new tab.


  2. Close the PDF Inspection Report tab to return to the Inspection Checklist. Next, click the Back to Inspection button. This action opens the Project Inspection record.

  3. On the Project Inspection record, click the Submit for Approval button to complete the inspection process.

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    Note

    Salesforce will display a submission error if no QA Manager was selected during the Inspection Scheduling process.


Post Inspection Report

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Once an inspection has been completed and submitted by the Inspector, an Inspection Report is generated and appended to the Inspection Checklist. An email is systematically sent to the Contractor with a link to the Inspection Report.

Below are examples of the heading for an Inspection Report for both a passed and failed inspection. In an actual Inspection Report, below the Pass/Fail heading displays details on all aspects of the inspection results.

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titleQSP QA Managers: Reviewing and Approving Inspections



Info

Regardless of the actual score generated once an inspection has been completed and submitted, QSP QA Managers will use the steps below to review and approve submitted inspections.

Process Step

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Instructions

  1. From the SQA Worklist tab in Salesforce, click the Status dropdown list and select QA Manager Approval Needed and then click Filter to filter for Project Inspections that require approval.

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  2. Click the desired Project Inspection link to open the inspection record.

  3. Review the QA Score and the Inspection Report . The Inspection Report will open as a PDF.

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  4. Scroll down to the Approval History section and click the Approve/Reject link to open a new page.

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  5. Document any relevant notes in the Comment field (optional) and click the Approve button.

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    Warning

    QSP QA Managers can also Reject the inspection by clicking the Reject button. Rejected inspections are returned to the inspector for revisions so the QSP QA Manager may want to use the Comment section to document why the inspection was rejected.



  6. Clicking Approve will update the Overall Status field for the inspection to Approved .

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titleContractors: Responding to Corrective Action Required (CAR) Responses



Info

This content will live in the PUBLIC Knowledge Base for Contractor access. When complete, those materials will be linked her so that the QSP Company, CLEAResult, and NYSERDA Program Staff know what to expect during this phase.

Process Step

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titleProgram Implementors: Reviewing and Approving CAR Responses



Info

Certain inspections have a Corrective Action Required (CAR) status. Any inspection with a QA score of 1 or 2 is considered CAR Eligible. After contractors resubmit CAR Tasks as either Resolved or Contested, the Program Implementer are required to review, and approve or reject the failed tasks.

Process Step

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Program Implementer Review/Approval

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  1. From the SQA Worklist tab in Salesforce, click the Status dropdown list and select Program Implementer Approval Needed to identify the Project Inspections that require review/approval.

  2. Click Filter to filter the list based on the dropdown item selected, then click Claim to select a record.

  3. Click the Project Inspection link in the same column to open the record.

  4. In the record, click Review Failed Tasks.

  5.  Review each failed task and click the Action dropdown list to either approve or deny. The system will notify the contractor/builder about any denied tasks that require additional corrections.

  6. When all Failed tasks have been responded to using the above steps, click Submit to update the Inspection and return to the Inspection Record.

  7. Click the Status field to edit it and select the appropriate status from the options below:

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    titleinformation table


    QA Manager Approval NeededSelect if you have approved at least one contested task
    CompletedSelect if all CAR eligible tasks have been marked as Approve/Resolved Task
    Report Issued - Corrective Action NeededSelect if you have marked any failed task as Deny Contested Task


    Warning

    If the record status is listed as Completed or Report Issued - Corrective Action Needed, also click Send an Email to notify the contractor.



     8.  Click Save.

Program Implementer Contested CAR Task Approval

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The instructions for the NYSERDA QA Manager to perform the final review/approval is identical to the steps the Program Implementer follows in the Program Implementer Review/Approval section with the exception of the identified steps below:

  1. From the SQA Worklist tab in Salesforce, click the Status dropdown list and select Contested-NYSERDA QA Manager Review Needed to identify the Project Inspections that require review/approval.

  2. When the review of all Failed tasks is complete, click Generate Final Report to update the report in the Project Inspection record.

  3. Click the Status field to edit it and select Completed.

  4. Click Save, then click Send an Email and use the SQA templates to notify the contractor.





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