J-_2_QASP.docx

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

FOR SUPPORT OF

Fishlake National Forest – Fremont River Ranger District Loa Office Janitorial

Issued October 2019

TABLE OF CONTENTS

1.0 INTRODUCTION…………………………………………………………………………………….1

2.0 PURPOSE……………………………………………………………………………………………..1

3.0 ROLES AND RESPONSIBILITIES………………………………………………………………….1

3.1 The Contracting Officer………………………………………………………………………….1

3.2 The Contracting Officer’s Technical Representative…………………………………………….2

4.0 METHODS OF SURVEILLANCE…………………………………………………………………...2

4.1 Surveillance Techniques………………………………………………………………………….2

4.2 Customer Feedback……………………………………………………………………………

5.0 DOCUMENTATION

5.1 Quality Assurance File…………………………………………………………………..……….2

5.2 Contractor Performance Assessment Report System (CPARS)………………………………

6.0 RESOLVING PERFORMANCE ISSUES…………………………………………………………...2

6.1 Actions to Remedy Unacceptable Performance…………………………………………………2

6.2 Problem Resolution……………………………………………………………………………...2

QUALITY ASSURANCE SURVEILLANCE PLAN - (QASP)

1.0 INTRODUCTION

This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the performance work statement (PWS) entitled Janitorial Services (Fremont River RD/Fishlake NF) Loa Office. The Contractor shall provide janitorial services.

This QASP sets forth the procedures and guidelines Forest Service will use in ensuring the required performance standards or services levels are achieved by the Contractor.

2.0 PURPOSE

2.1 The purpose of the QASP is to provide Government surveillance oversight of the Contractor’s quality control efforts to assure that they are timely, effective and is delivering the tasks specified in the contract. The QASP provides a means for evaluating whether the Contractor is meeting the performance standards/quality levels identified in the PWS and the Contractor’s quality control plan (QCP), and to ensure that the government pays only for the level of services received. The required performance standards and/or quality levels are included in the PWS and in Attachment 1, “Performance Requirements Summary.” If the Contractor meets the required service or performance level, it will be paid the monthly amount agreed on in the contract.

2.2 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.

2.3 The Contractor, and not the Government, is responsible for management and quality control actions necessary to meet the quality standards set forth by the contract. The QASP is not intended to duplicate the Contractor’s Management Plan. The Government may provide the Contractor an information copy of the QASP as an Attachment to the solicitation to support the Contractor’s efforts in developing its plan for maintaining the levels of quality anticipated to be delivered under the terms of the contract.

3.0 ROLES AND RESPONSIBILITIES

3.1 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.

3.2 The Contracting Officer’s Representative

The contracting officer’s representative (COR) is designated in writing by the CO to act as his or her authorized representative to assist in administering a contract. COR limitations are contained in the written appointment letter. The COR is responsible for technical administration of the project and ensures proper government surveillance of the Contractor’s performance. The COR 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 COR 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.

4.0 METHODS OF QA SURVEILLANCE

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:

· Customer Feedback – Customer feedback may be obtained either from the results of formal customer satisfaction surveys or from random customer complaints. 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 shall maintain a summary log of all formally received customer complaints as well as a copy of each complaint in a documentation file. The COR shall also keep the tabulated results of all customer satisfaction surveys on file and shall enter the summary results into the Quality Assurance Checklist.

· Random Checks/Inspections on Completion of Workload Taskings – Random checks will be conducted to ensure compliance with the intent of the Performance Work Statement and common commercial practices. The COR will conduct the random monitoring.

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.

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 Checklist.

Customer feedback may also be obtained either from the results of formal customer satisfaction surveys.

5.0 DOCUMENTATION

5.1 Quality Assurance File

The COR will, in addition to providing documentation to the Contracting Officer, maintain a complete Quality Assurance file. The file will contain copies of all reports, evaluations, recommendations, and any actions related to the Government’ s performance of the quality assurance function, including the originals of all Surveillance Activity Checklists. All such records will be retained for the life of this contract. The COR shall forward these records to the Contracting Officer monthly, unless otherwise requested.

5.2 Contractor Performance Assessment Report System (CPARS)

An evaluation will be submitted through CPARS at the end of each year of performance. This evaluation will be one determinant in exercising an option. The COR will address the quality of the service, schedule, cost control and customer service and other important areas. As this information may affect future source selections throughout the Government, the annual evaluation will be used as an additional performance oversight and communication tool with the QASP.

6.0 RESOLVING PERFORMANCE ISSUES

6.1 Actions to Remedy Unacceptable Performance

When performance is deemed unacceptable, the COR will so inform the Contractor’s on-site representative. Disputes should be referred to the CO for resolution. If any services do not conform to contract requirements, the Government may require the Contractor to re-perform the services to conform with contract requirements at no additional cost to the government. When sub-par performance cannot be corrected by re-performance, the Government may:

· Seek monetary or any other negotiated form of consideration, as well as require the Contractor to take action to reasonably ensure future performance conforms to contract requirements.

· By separate contract or otherwise, perform the services and charge to the Contractor any cost incurred by the Government that is directly related to the performance of such service.

· Issue Cure Notice.

· Issue Show Cause.

· Terminate the contract for government convenience.

· Terminate the contract for cause.

6.2 Problem Resolution

The COR, CO 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 bilateral contract modification.