Att_2_-_QUALITY_ASSURANCE_SURVEILLANCE_PLAN.pdf

Contents

Section Page Number

1. INTRODUCTION

2. ROLES AND RESPONSIBILITIES

3. DESCRIPTION OF SERVICES

4. QUALITY REQUIREMENTS

5. SURVEILLANCE

6. DOCUMENTATION REQUIREMENTS

7. PERFORMANCE REQUIREMENTS SUMMARY (PRS)

8. ATTACHMENTS

Attachment A: General Information for Planned Usage of the PRS Worksheets Attachment B: Individual PRS Surveillance Worksheets PRS #1: Contract/Program Manager Responsiveness to Problems PRS #2: Employee Friendliness and Professionalism PRS #3: Language Skills PRS #3: Quality Control Plan (QCP) PRS #5: Government Furnished Property PRS #6: Physical Security PRS #8: Guard Appearance PRS #8: Guard Appearance PRS #10: Civil or Criminal Act Response PRS #10: Civil or Criminal Act Response PRS #11: Incident Reports PRS # 6, 7, 8, 9, 12, 13 Instructions for Random Sampling Selection PRS # 6, 7, 8, 9, 12, 13 Inspection Form PRS # 6, 7, 8, 9, 12, 13 Summary of Results Worksheet:

Attachment C: Contract Discrepancy Report (CDR) Attachment D: Customer Feedback Form

1. INTRODUCTION

1.1. Purpose. The role of the Government in quality assurance is to ensure contract standards are achieved. The purpose of the QASP is to identify the methods and procedures the Government will use to evaluate Contractor actions while performing the requirements in the Performance Work Statement (PWS). It is designed to provide an effective surveillance method by monitoring Contractor performance for each listed performance objective in the Performance Requirements Summary for the Guard Services contract.

1.1.1. The QASP provides a systematic method to evaluate the services the Contractor is required to furnish. The QASP is based on the premise the Government desires to maintain a quality standard for the Professional Security Services and a contract is the best means of achieving that objective.

1.1.2. The QASP has been developed by the program office. It is designed to provide direction to personnel performing contract surveillance activities. Personnel surveying the contract terms and conditions and PWS requirements will periodically review the QASP throughout the life of the order.

1.1.3. The QASP is put in place to provide Government surveillance oversight of the Contractor’s quality control efforts to assure that they are timely, effective, and delivering the results specified in the contract. The QASP is not a part of the contract, nor is it intended to duplicate the Contractor’s quality control plan (QCP). 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 a QCP that will interrelate with the Government’s QASP.

2. ROLES AND RESPONSIBILITIES

2.1. Contracting Officer’s Representative (COR). The COR is responsible for quality assurance guidance and to ensure that contract quality requirements, provision, standards, and thresholds are defined, practical, enforceable, necessary, and verifiable in accordance with their appointment letter.

2.1.1. The COR evaluates and documents Contractor performance in accordance with the QASP and

PWS.

2.1.2. The COR notifies the Contracting Officer (CO) of any significant performance deficiencies.

2.1.3. The COR maintains surveillance documentation.

2.1.4. The COR recommends improvements to the QASP and PWS throughout the life of the contract.

2.2. Contracting Officer (CO). The CO is responsible to safeguard the interests of the United States in contractual relationships. Only the CO is authorized to bind the Government and then, only to the extent of the authority delegated to them through the issuance of a warrant.

2.2.1. The CO delegates authority for inspection and/or acceptance in accordance with terms of the contract.

2.2.2. The CO informs the Contractor of the names, duties, and limitations of authority for all quality assurance personnel assigned to the contract.

2.2.3. The CO assures that the Contractor receives impartial, fair, and equitable treatment under the contract. The CO is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

3. DESCRIPTION OF SERVICES

3.1. Scope of Work. The Contractor shall provide all personnel, equipment (except as provided in the contract), and supervision to provide trained Police Service Technicians to perform the services as provided by the contract.

4. QUALITY REQUIREMENTS

4.1. Quality Control Program. The Contractor, not the Government, is responsible for management and quality control actions to meet the terms of the contract.

4.1.1. The quality control program is the driver for quality. The Contractor is required to develop a comprehensive program of inspections and monitoring actions. The first major step to ensuring a “self-correcting” contract is to ensure that the quality control program, approved at the beginning of the contract, provides the measures needed to lead the Contractor to success.

4.1.2. Once the quality control program is accepted, careful application of the process and standards presented in the remainder of this document will ensure a robust quality assurance program.

5. SURVEILLANCE

5.1. Surveillance Team. The surveillance team consists of the following key players: COR, Contract Specialist, and CO.

5.2. Surveillance Methods. This QASP utilizes the following methods to insure the Contractor complies with the PWS requirements. Re-performance is the preferred method of correcting any unacceptable performance.

5.2.1. 100% Inspection (PRS # 1, 4, 5, & 11:): This is the appropriate method of evaluating infrequent tasks or tasks with stringent performance requirements. With this method, performance is inspected/evaluated at each occurrence.

5.2.2. Customer Feedback (PRS# 2, 3, 6, 8, 10). Customer feedback may be obtained in a variety of ways, such as, for example, formal customer surveys, email correspondence to the COR, or meetings with COR, which the COR will document. Customer complaints, to be considered valid, shall set forth clearly in email or hardcopy and detailing the nature of the complaint to the COR, or in a meeting with the COR which the COR will document. The COR shall maintain a summary log of all 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 surveillance activity checklist.

5.2.3. Periodic Surveillance (PRS # N/A): This method sometimes called “planned sampling,” consists of observing tasks on a scheduled basis. It is appropriate for tasks that occur infrequently or periodically, but where 100% evaluation is neither required nor practicable. A predetermined plan for inspecting part of the work is established using subjective judgment and analysis of agency resources to decide what work to inspect and how frequently to inspect it.

5.2.4. Random Sampling (PRS#s 6, 7, 8, 9, 12, & 13): This is an appropriate method of surveillance for recurring tasks. Random sampling works best when the number of instances of the services being performed is very large and a statistically valid sample can be obtained.

5.2.5. Other Important Terminology:

5.2.5.1. Sample. A sample consists of one or more service outputs drawn from a lot for quality assurance surveillance.

5.2.5.2. Lot. The total number of potential service outputs in a surveillance period.

5.3. Unacceptable Performance. If the number of complaints/defects exceeds the performance threshold for any objective, the COR will determine the possible cause of this unacceptable performance. Government-caused complaints/defects shall not be counted against the Contractor. The same applies to any other requirement of the contract when Government-caused complaints/defects are the cause of unacceptable Contractor performance. If the Contractor’s performance is judged unacceptable for any requirement, the COR will inform the Contractor’s on-site representative, and request his or her signature and date of surveillance on documentation acknowledging notification (See Attachment C). If the on-site Contractor representative refuses to sign, COR personnel shall annotate on the documentation the date and time of notification and name of representative and his/her refusal to acknowledge. If the Contractor disputes the results of surveillance, COR will refer the Contractor to the CO for resolution.

5.4. Inspection Checklists. An essential part of any QASP is the Inspection Checklist for the service that will be evaluated. A standard checklist form ensures documented, uniform appraisal of each service occurrence, and that equal weight is given to each evaluation. The checklist shall contain such information as type of service, COR, inspection results, date, time, and other remarks relevant to the inspection. These checklists form the basis for all QA evaluations and constitute the documentation which will be used to substantiate determination of unsatisfactory performance should that occur.

Individual checklists for the PRS items for individual inspections are provided as Attachment B. The COR shall forward to the Contractor and the CO copies of any checklists that do not meet the required standard.

5.5. Revisions. Revisions to this QASP are the joint responsibility of the program office and the contracting office. However as a result of partnering with the Contractor, surveillance checklists may be revised jointly by COR personnel and Contractor personnel. The CO must approve the revisions in writing before being used by COR personnel.

5.6. Other Surveillance Records. The COR at times will need to make other types of records such as MFRs, or Memoranda of Telephone conversation.

6. DOCUMENTATION REQUIREMENTS

6.1. The COR is responsible for maintaining a Surveillance Folder at a designated location. The following information should be contained in the Surveillance Folder:

6.1.1. QASP & PRS

6.1.2. Contractor’s Quality Control Plan

6.1.3. Activity Log. A chronological log of the actions taken in the accomplishment of quality assurance.

6.1.4. Contract. Applicable portions of the contract and PWS, modifications, and delivery orders/task orders.

6.1.5. Appointment Letters and FAC-COR Certification of the COR

6.1.6. Certification of Services Documentation, if applicable

6.1.7. Surveillance Checklists

6.1.8. Quality Assurance Surveillance Schedules

6.1.9. Corrective Action Request Log

6.1.10. Corrective Action Requests

6.1.11. Monthly Surveillance Status Reports

6.1.12. Minutes/Memo’s/Miscellaneous Correspondence

7. PERFORMANCE REQUIREMENTS SUMMARY (PRS)

7.1. Overview. The PRS summary identifies critical success factors for the contract. It identifies both the performance objectives for those factors and the performance threshold required for each performance objective. The Government reserves the right to surveil all services called for in the contract to determine whether or not the performance objectives and goals were met. The PRS:

7.1.1. Lists the performance objectives for the required service that the Government will routinely surveil.

7.1.2. The absence of any contract requirement from the PRS shall not detract from its enforceability nor limit the rights or remedies of the Government under any other provision of the contract including the clauses entitled “Inspection of Services” and “Default”.

7.1.3. Will be used as the baseline to develop a QASP. The QASP will identify the surveillance methods the Government will use to evaluate the Contractor’s performance.

7.1.3.1. Surveillance methods may include Customer Feedback, Periodic Surveillance, Random Sampling, and 100% Inspection.

7.1.3.2. Methods of surveillance can change after contract award based on, but not limited to acceptance of a Contractor QC plan; a partnering agreement which established the metrics to be used;

and Contractor performance.

7.2. Performance Evaluation. Performance of a service will be evaluated to determine whether or not it meets the performance threshold. Re-performance is the preferred method of correcting any unacceptable performance. The Contractor shall provide the Government written response why the performance threshold was not met, how performance will be returned to acceptable levels, and how recurrence of the cause will be prevented in the future.

8. ATTACHMENTS:

A. General Information for Planned Usage of the PRS Surveillance Worksheets B. Individual PRS Surveillance Worksheets C. Contract Discrepancy Report D. Sample Customer Feedback Form