2.2.1 Attach 2.pdf

Federal Emergency Management Agency Federal Insurance and Mitigation Administration

Community Rating System (CRS) Program (01-12-23)

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. INTRODUCTION

This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the Community Rating System (CRS) Program performance work statement (PWS). This QASP describes how government personnel will evaluate and assess contractor performance. The QASP is based on the premise that the Contractor, not the Government, is responsible for the day-to-day performance of the work and all the management and quality control actions required to meet the terms of the contract. The role of the Government is quality assurance to ensure order standards are achieved and maintained.

The QASP is designed to provide an effective surveillance method to monitor the service provider’s performance relative to the requirements listed in the agreement. The QASP illustrates the systematic method the Government will use to evaluate the services the service provider is required to furnish.

2. PURPOSE

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 herein and to ensure that the government pays only for the level of services received.

This QASP defines the roles and responsibilities of QASP stakeholders, 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.

3. OBJECTIVE

This QASP provides a quality surveillance strategy for Community Rating System (CRS) Program contract.

The primary intent of the plan is to provide a basis for the Contracting Officer’s Representative (COR) evaluation of performance quality. The plan will also afford the COR and the Contracting Officer a productive mechanism and oversight to preclude major deficiencies in performance, provide input for annual contractor past performance evaluations, and make the determination for exercising of task order options.

4. PERFORMANCE AREAS

Surveillance of contractor performance will be performed by the appointed COR and the Contracting Officer based on the surveillance methodologies identified in the QASP. The following performance areas of the order will be the basis from which all surveillance will originate:

4.1 Timeliness and Schedule

4.2 Quality

4.3 Effective Reporting

5. METHOD OF EVALUTATION AND SURVEILLANCE

The COR will perform surveillance and evaluate each of the performance areas described in this plan. The COR will conduct evaluations of all items identified in the QASP. The monitoring methods are identified in the QASP. The COR may also receive input through customer feedback, FIMA personnel and other government personnel, as appropriate.

6. INSPECTION OF DELIVERABLES

All deliverables will be inspected for content, completeness, accuracy, and conformance to requirements specified in the PWS. Unless specifically noted and mutually agreed upon, the Government may take up to five (5) business days after receipt of the deliverable to inspect and review the deliverable, provide comments and feedback, and accept or reject the deliverable. If necessary, the contractor may take up to five

(5) business days to address the comments or feedback provided by the Government, unless specifically noted and mutually agreed upon.

7. QUALITY ASSURANCE SURVEILLANCE PLAN

The absence of any task order requirement from the QASP shall not detract from its enforceability to limit the rights or remedies of the government under any other provisions of the contract, including the clauses entitled “Inspection of Services” and “Default.”

The QASP is organized in accordance with:

• Desired Output: Lists the performance requirement that the government will survey.

• Performance Standard: Sets forth the required performance levels.

• Acceptable Quality Levels (AQLs): AQLs for Contractor performance is structured to allow the

Contractor to manage how the work is performed. Levels of performance are keyed to the relative importance of the task to the overall mission performance.

• Method of Surveillance: Sets forth the surveillance methods the Government will use to evaluate the contractor’s performance for the listed tasks and the level/frequency of surveillance.

• Performance Incentive/Disincentive: The contractor’s performance will be monitored in accordance with the QASP. Deficiencies in contractor performance will be fully and accurately documented to (1) identify the discrepancy, (2) record the steps taken to correct the discrepancy, and

(3) detail the outcomes and disposition of the deficiency. Likewise, successful or exceptional performance will be recorded in the COR file and appropriate actions will be taken to recognize the contractor (i.e., Contractor Performance Assessment Reporting System (CPARS)).

8. PERFORMANCE REQUIREMENT SUMMARY (PRS)

Desired Output Performance Standard Acceptable

Quality Level

(AQL)

Monitoring Method

Incentive Schedule

Deliverables submitted on time

100% of required deliverables submitted on or before due dates without reminders from the PMO.

95% on time delivery

COR monitors due dates and notes when deliverables are submitted/ completed.

Incentive:

COR will document high quality/high performance and ensure it becomes part of Contractor’s past performance record which will be entered at least annually into

CPARS.

Disincentive:

COR will document low quality/poor performance and ensure it becomes part of Contractor’s past performance record which will be entered at least annually into

CPARS

High quality deliverables

Deliverables submitted that meet or exceed requirements and support objectives of PWS. Deliverables do not include numerous spelling and grammatical mistakes or require significant re-work before being accepted by the Government.

95% error free deliverables

COR reviews submitted deliverables and measure quality against standards in PWS and awarded contract as appropriate.

Effective, clear, and concise Task Order status reporting

On a monthly basis the Contractor provides the designated PMO representative a review of contract performance to communicate Task achievements, progress to date, and identified performance risks.

95% error free report

COR reviews provided information from the monthly report and ensures successful delivery of all required information.

9. MONITORING FORMS

The government’s quality assurance surveillance, accomplished by the COR, will be reported using a monitoring form (Attachment 1). The form, when completed, will document the government’s assessment of the contractor’s performance under the task order to ensure that the required results are being achieved.

10. REPORTING

At the end of each quarter, the COR will prepare a written report for the CO 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 (Attachment 1), will become part of the quality assurance 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.

11. PERFORMANCE EVALUATION

Performance of a service will be evaluated to determine whether or not it meets the performance requirements of the task order. When the performance requirement is not met, the Contracting Officer will issue a Discrepancy Report (DR) to the Contractor. The Discrepancy Report is drafted by the COR, who forwards it to the Contracting Officer; this follows the program’s task order monitoring procedures. The Contractor shall respond to the DR by completing the appropriate blocks of the form and returning it to the Contracting Officer within 15 calendar days of receipt. In the case of DRs issued as the result of other methods of surveillance, the Contracting Officer shall take appropriate measures according to the clause entitled “Inspection of Services.” Depending on the quality and timeliness of the response to the DR, incentives/disincentives will be provided by the Contracting Officer (CO) and Contracting Officer Representative (COR) in the Contractor Performance Assessment Reporting System (CPARS) database.

ATTACHMENT 1: SAMPLE 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: