J5_QASP.doc
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- Attached to
- Professional Support Services to Detect and Control Emerging and Zoonotic Infectious Diseases Federal contract opportunity
- Solicitation number
- 2014-N-15787
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Attachment J.5 Quality Assurance Surveillance Plan
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RFP 2014-N-15787 J.5 Quality Assurance Surveillance Plan
Quality Assurance Surveillance Plan (QASP)
Division of Global Migration and Quarantine Professional Services IDIQ
12/10/2013
Version 1.0
31 Vision
1.1 Mission
3 Purpose 4 Authority 5 Roles and Responsibilities
5.1 Program / Project Manager
Error! Bookmark not defined.
5.2 Contracting Office (CO)
5.3 Contracting Officer's Representative (COR)
5.4 Other Key Government Personnel
5.5 Contractor Representatives
6 Performance Requirements and Method of Surveillance
6.1 Contract Surveillance
6.2 Surveillance Matrix
Appendix 1 - Surveillance Matrix Appendix 2 - Corrective Action Report (CAR) Appendix 3 - Customer Complaint Record Appendix 4 - Performance Assessment Report (PAR)
Quality Assurance Surveillance Plan (QASP) Division of Global Migration and Quarantine Professional Services IDIQ
1 Vision
Aims to prevent the introduction, transmission, or spread of communicable diseases from foreign countries into the United States.
1.1 Mission
To reduce morbidity and mortality among immigrants, refugees, travelers, expatriates, and other globally mobile populations, and to prevent the introduction, transmission, and spread of communicable diseases through regulation, science, research, preparedness, and response.
3 Purpose
This Quality Assurance Surveillance Plan (QASP) is a government-developed document used to determine if the contractor's performance meets the performance standards contained in the contract. The QASP establishes procedures on how this assessment/inspection process will be conducted. It provides the detailed process for a continuous oversight process:
What will be monitored
How monitoring will take place
Who will be conduct the monitoring
How monitoring efforts and results will be documented
The contractor is responsible for implementing and delivering performance that meets contract standards using its Quality Control Plan. The QASP provides the structure for the government's surveillance of the contractor's performance to assure that it meets contract standards. It is the government's responsibility to be objective, fair and consistent in evaluating contractor performance.
The QASP is not part of the contract nor is it intended to duplicate the contractor's quality control plan. This QASP is a living document. Flexibility in the QASP is required to allow for an increase or decrease in the level of surveillance necessary based on contractor performance.
The government may provide a copy of the QASP to the contractor to facilitate open communication. In addition, the QASP should recognize that unforeseen or uncontrollable circumstances might occur that are outside the control of the contractor.
Bottom line, the QASP should ensure early identification and resolution of performance issues to minimize impact on mission performance.
4 Authority
Authority for issuance of this QASP is provided under Part 46 of the Federal Acquisition Regulation, Inspection of Services clauses, which provides for inspection, acceptance and documentation of the service called for in the contract or order. This acceptance is to be executed by the contracting officer or a duly authorized representative.
5 Roles and Responsibilities
The following personnel shall oversee and coordinate surveillance activities.
5.1 Contracting Office (CO)
The KO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract. Determine and document the final assessment of the contractor's performance in the governments past performance tracking system.
Assigned CO: <enter name> Organization or Agency: <enter organization or Agency name> Telephone: <enter number> Email: <enter address>
5.2 Contracting Officer's Representative (COR)
The COR is responsible for providing continuous technical oversight of the contractor's performance. The COR uses the QASP to conduct the oversight/surveillance process. The COR shall keep a Quality Assurance file that accurately documents the contractor's actual performance. The purpose is to ensure that the contractor meets the performance standards contained in the contract. The COR is responsible for reporting early identification of performance problems to the CO. The COR is required to provide an annual performance assessment to the CO which will be used in documenting past performance. The QASP is the primary tool for documenting contractor performance. The COR is not empowered to make any contractual commitments or to authorize any contractual change on the Government's behalf.
5.3 Other Key Government Personnel
(enter name or delete these line if not applicable) This may include performance monitors, inspectors, technical experts, or others who provide information that helps the COR monitor contractor performance.
5.4 Contractor Representatives
The following employees of the contractor serve as the contractor's Program Manager and Task Manager for this contract. (Complete this section after the contract award) Program Manager - <upon award, enter name> Telephone: <enter number> Email: <enter address> Task Manager - <upon award, enter name> Telephone: <enter number> Email: <enter address> Other Key Contract Personnel - <upon award, enter name or delete these lines if not applicable> Title: <enter title> Telephone: <enter number> Email: <enter address> 6 Performance Requirements and Method of Surveillance
DEFAULT TEXT:
This section describes the special requirements for this effort. The following sub-sections provide details of various considerations on this effort.
6.1 Contract Surveillance
The goal of the QASP is to ensure that contractor performance is effectively monitored and documented. The COR's contribution is their professional, non-adversarial relationships with the CO, COR and the contractor, which enables positive, open and timely communications. The foundation of this relationship is built upon objective, fair, and consistent COR evaluations of contractor performance against contract requirements. The COR uses the methods contained in this QASP to ensure the contractor is in compliance with contract requirements. The COR function is responsible for a wide range of surveillance requirements that effectively measure and evaluate the contractor's performance. Additionally, this QASP is based on the premise that the contractor, not the government, is responsible for management and QC/QA actions to successfully meet the terms of the contract.
6.2 Surveillance Matrix
The Surveillance Matrix (Attachment 1) is the list of performance objectives and standards that must be performed by the contractor. This matrix details the method of surveillance the COR will use to validate and inspect these performance elements. Inspection of each element will be documented in the COR file.
Performance objectives define the desired outcomes. Performance Standards define the level of service required under the contract to successfully meet the performance objective. The inspection methodology defines how, when, and what will be assessed in measuring performance. The Government performs surveillance, using this QASP, to determine the quality of the contractor's performance as it relates to the performance element standards. The PRS should be used to form the foundation of the COR's inspection checklist.
In evaluating the quality of contractor’s performance, the following performance ratings may be used.
[If your organization requires that you use a different rating mechanism, insert it here.] Performance
Rating Criteria
| Excellent / Outstanding |
| Performance meets contractual requirements and exceeds many to the government’s benefits. The contractual performance of the element or sub-element being assessed was accomplished with no problems and contractor actions were highly effective. |
| Very Good |
| Performance meets contractual requirements and exceeds some to the government benefits. The contractual performance was accomplished with few minor problems for which corrective actions taken by the contractor were effective. |
| Good |
| Performance meets contractual requirements. The contractual performance contains some minor problems for which corrective actions taken by the contractor were satisfactory. |
| Marginal |
| Performance does not meet some contractual requirements. The contractual performance reflects a serious problem for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear marginally effective or were not fully implemented. |
| Unsatisfactory |
| Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance contains serious problem(s) for which the contractor’s corrective actions appear or were ineffective. |
Appendix 1 - Surveillance Matrix
| Statements |
| Standards/AQLs |
| Inspections |
| Ratings |
3.1 Provide timely and high-quality responses to requests for Task Orders for services
a) Submit Task Order proposals within two weeks.
What: Date Task Order proposal is submitted.
How: 100% Review
Who: COR
Incentive: Performance will impact the Contractor performance evaluation using the Contractor Performance Assessment Reporting System (CPARS). The evaluation will be considered when future AGENCY contract selections are made.
Standard(s): Inspection applies to all standards
3.1.1 The Contractor shall provide responses for services as defined in Task Orders for public health program development, management, and operations.
a) Quality of content of Task Order proposals are implementable.
What: Review Task Order Proposals
Who: COR
Incentive: Performance will impact the Contractor performance evaluation using the Contractor Performance Assessment Reporting System (CPARS). The evaluation will be considered when future AGENCY contract selections are made.
3.1.2 The Contractor shall provide responses for services as defined in Task Orders for communication, training, education, and collaboration.
a) Quality of content of Task Order proposals are implementable.
What: Review Task Order proposals
Who: COR
Incentive: Performance will impact the Contractor performance evaluation using the Contractor Performance Assessment Reporting System (CPARS). The evaluation will be considered when future AGENCY contract selections are made.
3.1.3 The Contractor shall provide responses for services as defined in Task Orders for data entry and help desk services.
a) Quality of content of Task Order proposals are implementable.
What: Review Task Order proposals
Who: COR
Incentive: Performance will impact the Contractor performance evaluation using the Contractor Performance Assessment Reporting System (CPARS). The evaluation will be considered when future AGENCY contract selections are made.
3.1.4 The Contractor shall provide responses for services as defined in Task Orders for performance management, strategic planning, and organizational improvement.
a) Quality of content of Task Order proposals are implementable.
What: Review Task Order proposals
Who: COR
Incentive: Performance will impact the Contractor performance evaluation using the Contractor Performance Assessment Reporting System (CPARS). The evaluation will be considered when future AGENCY contract selections are made.
3.1.5 The Contractor shall provide responses for services as defined in Task Orders for surge capacity and emergency response.
a) Quality of content of Task Order proposals are implementable.
What: Review Task Order proposals
Who: COR
Incentive: Performance will impact the Contractor performance evaluation using the Contractor Performance Assessment Reporting System (CPARS). The evaluation will be considered when future AGENCY contract selections are made.
| Statements |
| Standards/AQLs |
| Inspections |
| Ratings |
3.2 Timely and accurate responses to questions/concerns from COR and Contracting Officer
a) Response time is within a range of an hour up to one day depending on the urgency and complexity.
What: Contract management and responsiveness How: 100% Review
Customer Complaints
Who: COR and Contract Officer
Incentive: Contractor will have to respond to the question/concern. Both positive and negative customer service will be reported into CPARS.
| Statements |
| Standards/AQLs |
| Inspections |
| Ratings |
3.3 Submit high quality and accurate monthly progress reports
a) Reports of high quality, fully edited, and accurate submitted by the 15th of the month.
AQL: 95% of the time
What: Deliverable; verify submission, accuracy and quality.
How: 100% Review of reports
On-site periodic inspections
Continuous oversight
Who: COR
Incentive: Contractor shall re-perform at own expense.
| Statements |
| Standards/AQLs |
| Inspections |
| Ratings |
3.4 Management of Task Orders
a) COR receives no more than 4 valid complaints per 12 months.
What: Documentation of valid customer complaints.
How: 100% Review
Customer Complaints
Who: COR
Incentive: Contractor will have to respond to complaints and address appropriately. Both positive and negative customer service will be reported into CPARS.
| Statements |
| Standards/AQLs |
| Inspections |
| Ratings |
3.5 Submit accurate monthly invoices for each Task Order
a) No invoices per 12 months requiring suspension or disallowance due to mistakes, incompleteness or unallowable costs.
What: Invoice submissions
How: 100% Review
Who: COR and Contract Officer
Incentive: Contractor shall re-perform at own expense.
Appendix 2 - Corrective Action Report (CAR)
CORRECTIVE ACTION REPORT (CAR)
(If more space is needed, use reverse and identify by number)
1. CONTRACTOR
2. CONTRACT NUMBER
3. TYPE OF SERVICES
4. FUNCTIONAL AREA
5. SUSPENSE DATE
6. CONTROL NUMBER
7. DEFICIENCY FORMCHECKBOX
MAJOR FORMCHECKBOX
MINOR
FINDING:
FINDING IMPACT:
Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the contractor is not required to provide a response.
8. QUALITY ASSURANCE PERSONNEL (COR)
TYPED NAME AND GRADE
SIGNATURE AND DATE
9. ISSUING AUTHORITY
TYPED NAME AND GRADE
SIGNATURE AND DATE
10. COR RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE
11. COR DETERMINATION
FORMCHECKBOX
ACCEPTED FORMCHECKBOX
REJECTED
12. CLOSE DATE
Appendix 3 - Customer Complaint Record
| CUSTOMER COMPLAINT RECORD |
| DATE/TIME OF COMPLAINT |
SOURCE OF COMPLAINT
ORGANIZATION
BUILDING NUMBER
INDIVIDUAL
PHONE NUMBER
NATURE OF COMPLAINT
CONTRACT REFERENCE
VALIDATION
DATE/TIME CONTRACTOR INFORMED OF COMPLAINT
ACTION TAKEN BY CONTRACTOR
RECEIVED/VALIDATED BY
Appendix 4 - Performance Assessment Report (PAR)
PERFORMANCE ASSESSMENT REPORT (PAR)
(If more space is needed, use reverse and identify by number)
| 1. CONTRACT/TASK ORDER NUMBER |
| 2. CONTRACTOR |
| 3. TYPE OF SERVICES |
4. QUALITY ASSURANCE PERSONNEL (COR) SIGNATURE AND DATE
| 5. COR PHONE |
| 6. SUSPENSE DATE |
I. PERFORMANCE
7. FORMCHECKBOX
DEFICIENCY (CHECK ALL BOXES THAT APPLY)
FORMCHECKBOX
NEW
FORMCHECKBOX
REPEAT
FORMCHECKBOX
NO DEFICIENCY NOTED
8. SERVICES SUMMARY or PWS PARAGRAPH ITEM REVIEWED
| 9. BRIEF DESCRIPTION OF DEFICIENCY (IF DEFICIENCY BOX WAS CHECKED) |
| 10. DETAILED PERFORMANCE ASSESSMENT |
II. CONTRACTOR VALIDATION
11. CONTRACTOR REPRESENTATIVE FORMCHECKBOX
CONCUR FORMCHECKBOX
NON-CONCUR
12. CORRECTIVE ACTION ESTIMATED COMPLETION DATE
13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF RECURRENCE OR REASON FOR NON-CONCURRENCE OF COR CITED DEFICIENCY
III. ACTION CORRECTED
14. FORMCHECKBOX
CONCUR FORMCHECKBOX
NON-CONCUR COR SIGNATURE AND DATE
15. COR REMARKS (REQUIRED)
6. CONTRACTOR REPRESENTATIVE REMARKS
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