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.
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.
Process Overview and Introduction Placeholder
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.
To log into the NYSERDA Portal (Also known as the Salesforce Portal), follow the instructions below:
Access the portal login page at https://portal.nyserda.ny.gov/login.
Enter your Username and Password.
| Username: | Your username is the email address used when creating your NYSERA Portal (Salesforce) account with .nyserda added to the end as shown in the example screenshot above |
| Password: | You created this password when registering for the NYSERDA Portal (Salesforce) account. If you have forgotten the password, click the Forgot Your Password? Link and follow the prompts to reset your password. |
The Dashboard page provides an overview of your projects.
After logging into Salesforce, click the Dashboards tab to access the Dashboard.
The Dashboard includes several visual charts to help you track your projects.
| 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. |
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.
After logging into Salesforce, click the Reports tab to access the Reports.
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.
After accessing a report, use the Filters at the top of the page to define how the information in the report should be displayed.
| 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. |
Click any Underlined Link in a report table to open the corresponding Project Record.
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.
Log into Salesforce and navigate to the SQA Worklist tab.
Use the available Filters to locate specific projects. The most recently edited projects display at the top of the table.
Click the Project Inspection number to open the Project Inspection Record in Salesforce. The Project Inspection Record will open in a new tab.
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.
Process Step
Scheduling the Inspection
Navigate to the SQA Schedule Inspection tab after logging into the NYSERDA Portal (Salesforce Portal).
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 Type | Select this option if... |
|---|---|
| Audit Direct Install | Need parameters to help QSP Schedulers know which project type this relates to. |
| Full Comprehensive | Need parameters to help QSP Schedulers know which project type this relates to. |
If needed, use the Filter Results options to continue fine-tuning the filtered list to locate projects ready for inspection scheduling.
| Filter Components | Component Type | Description |
|---|---|---|
| Counties (may select multiple) | Multi-Select | Select from a list of current NYSERDA SQA Programs |
| Contractor Status | Drop-Down | Select from the list of Contractor statuses |
| Contractor Volume (Past 12 Months) Minimum | Slide Bar and Number | |
| Contractor Volume (Past 12 Months) Maximum | Slide Bar and Number | |
| Average QA Score (Field) | Drop-Down and Number | There 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 Number | These two fields support other NYSERDA Programs and are not used for the Combined Residential Application Standards and Quality Assurance (SQA) Process. |
| Show Only Quality Installer | Checkbox | Select one our more New York State counties for project sites |
| Ignore Inspection Rate Threshold | Checkbox | Check the box to filter the results to show only Quality Installers |
| Reset | Button | Click to clear the set filters |
| Filter | Button | Click to activate the set filters |
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.
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 Scheduling Window.
The following page displays all projects available for scheduling for the QSP Company selected from the previous step. Use the filters to help locate a specific project assigned to the QSP Company. When you have located the correct project, click the Schedule link to open the scheduling window.
Once the Scheduling Window is open, complete the form to schedule the inspection.
When scheduling an inspection, do not complete the form until you have contacted the site owner. Use the fields in the scheduling window to guide your conversation as you schedule the inspection.
Field Name Action Project Displays the Project name Name Displays the Customer name Phone Number Displays the Customer’s contact phone number Email Displays the Customer’s email address QA Manager Click to select a QA Manager for the inspection Inspection Category Click to select either Field or Photo inspection Scheduling Status Click to select an inspection schedule status Scheduling Notes Enter in any relevant notes (e.g. “Only contact before noon”) Send Schedule Emails to Customer Only Check this box to ensure that only the customer receives the scheduling notification Inspector Click to select an Inspector Inspection Type Click to select either In Progress or Post Completion Inspection Checklist Version Click to select the correct checklist inspection version Inspection Date Click to select the date the Inspection is scheduled for Start Time Click to enter the Start Time of the scheduled inspection End Time Click to enter the End Time of the scheduled inspection If you do not schedule an inspection, click the Scheduling Status dropdown list and select a corresponding response. Enter any notes and click Save to finish. Clicking Save generates a Project Inspection record and pushes the project to the SQA Worklist tab and updates the Status to Scheduling In Progress.
If you do schedule an inspection, click the Scheduling Status dropdown list and select Scheduled . This will allow you to enter details in the following fields; Inspector, Inspection Date, Start Time and End Time.
Click Save to finish. Clicking Save automatically generates a Project Inspection record and emails the installation contractor. This will also push the project to the SQA Worklist tab and updates the Status to Scheduled.
The system will not let you double book an inspector (the times cannot overlap with already scheduled inspections).
Updating a Scheduled Inspection
QSP Schedulers and QSP QA Managers can revise scheduling information up until the inspection occurs.
After logging into Salesforce, click the SQA Worklist tab.
Locating the desired project inspection and click the Edit link in the Action column.
Once the Inspection Scheduling window is open, update any fields as required based on the revision needed to the Scheduled Inspection.
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
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.
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.
- To configure the Inspection Checklist, begin by accessing the Inspection Project Record.
Once in the Project Inspection record, click the Inspection Checklist button.
Click on the Hamburger icon in the upper right-hand corner of the Inspection Checklist. The Inspection Checklist will be blank after accessing it for the first time once an inspection is scheduled.
Click the Configure Checklist option.
A Data Collection Checklist modal window will open. By default, all Inspection Categories are selected.
Data Collection Checklist filter features.
A Click on any Category name to show the corresponding Measures B Click on any Measure to show the corresponding Tasks C An example of a list of Tasks associated to the selected Category and Measure Uncheck boxes for any Category , Measure or Tasks that should not be part of the inspection.
When complete, click the Create Inspection Form button.
Placeholder
Process Step
Accessing the Inspection Checklist
- Access the correct Project Inspection record as shown in the Accessing Inspection Records section of this guide.
Once in the Project Inspection record, click the Inspection Checklist button.
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 associated. The image below shows an example of the default view for a Photo Inspection and includes additional columns ( CNV and F-CNV ) that are not present when performing Field Inspections.
Field Inspection Details
A Field Inspection requires an Inspector to travel to a project site to conduct an inspection. Photos are only required as part of a Field Inspection if the inspector marks a Task as failed. Follow the instructions in the Failed Checklist Tasks section to review how photos are uploaded.
For each Task listed on the Inspection Checklist, check one of the following options.
P (Passed) F (Failed) N/I (Not Inspected) N/A (Not Applicable)
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 option to open a modal window and document the details of the additional Task .
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 .
The Edit link turns into a Save link and Cancel link when clicked.
Once all Tasks for a Measure are completed, click the Save & Next button to advance to the next Measure and repeat steps 1 & 2 for all additional Categories, Measures and Tasks.
Failed Checklist Tasks
When you mark a task on the Inspection Checklist as Failed, a new window will open where Inspectors are required to attach photo evidence of the Failed task.
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 .
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.
To upload a photo to the failed task, click the Attachment icon (paperclip) to open a new window.
The process to upload a photo at this step differs depending on if the Inspection is Field or Photo . 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) 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.
Field Inspection 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.
Photo Inspection 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.
Then, click either the Back button (to return to the Task Failure window or click Close to return to the Inspection Checklist.
Submitting Inspections
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.
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.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.
On the Project Inspection record, click the Submit for Approval button to complete the inspection process.
Salesforce will display a submission error if no QA Manager was selected during the Inspection Scheduling process.
Post Inspection Report
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.
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
Instructions
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.
Click the desired Project Inspection link to open the inspection record.
Review the QA Score and the Inspection Report . The Inspection Report will open as a PDF.
Scroll down to the Approval History section and click the Approve/Reject link to open a new page.
Document any relevant notes in the Comment field (optional) and click the Approve button.
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.
Clicking Approve will update the Overall Status field for the inspection to Approved .
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
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.