Attachment E QASP_WCF TVC.docx

Quality Assurance Surveillance Plan

For

Western Currency Facility Tour and Visitor Center

Contract #XXXXXXXXXX

December 1, 2025 – November 30, 2030

COR

Ellen Villeneuve

DATE

BEP

CONTRACTING OFFICER

Brandy Idemudia

DATE

June 1, 2025

June 1, 2025

Version 01/24/2018

SUMMARY OF REVISIONS

06/06/25

TABLE OF CONTENTS

Subject Page Number

1. Overview 4

2. Description of Services/Supply/Product 4

3. Roles and Responsibilities 4

4. Contract Quality Requirements 8

5. Government Surveillance 10

6. Non-Conforming Performance 10

7. Data Analysis 12

8. Acceptance of Services 12

9. COR Status Report 12

10. Contractor Performance Assessment Reporting System (CPARS) 12

11. COR/Quality Assurance Surveillance Files 12

12. QASP Changes 12

1. Overview

1.1. Purpose. The purpose of this Quality Assurance Surveillance Plan (QASP) is to identify the methods and procedures the Government will use to ensure it receives the services under this contract as identified in the Performance Work Statement (PWS).

1.2. Intent. The intent of this QASP is to: 1) ensure Contractor performance meets contract terms, conditions, and specifications; 2) hold the Contractor accountable for quality control; and 3) encourage the Contractor to take appropriate steps to control and improve quality. Accordingly, the Government will perform surveillance on the contract in accordance with this QASP but reserves the right to monitor the contract in any manner necessary, at any times necessary, and at all places necessary to ensure the rendered services conform to contract requirements. The Government also reserves the right to perform quality assurance at the subcontractor level and perform quality assurance at the Contractor's place of business, if applicable. Resolution of nonconforming services discovered at the subcontractor level will be addressed with the prime Contractor.

2. Description of Services.

2.1. Scope of Work. The Contractor shall provide all personnel, equipment, transportation, tools, materials, supervision and other items and nonpersonal services necessary to facilitate and manage all WCF TVC operations; to include tour and retail sales operations, transportation services and safety procedures, operational duties with the information desk, two floors of exhibits and displays, theater and film operations, and all other requirements, services and maintenance as defined in this Performance Work Statement except for those items specified as Government furnished property and services. The goals in this contract are to provide a service that meets the public’s expectations of the BEP as a world-class securities printer and to communicate to WCF visitors the significance of currency manufacturing, currency history, and currency safeguards.

2.2. Type of Contract. This is a nonpersonal services contract to provide operations for the Bureau of Engraving and Printing (BEP) Western Currency Facility (WCF) Tour and Visitor Center (TVC). The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn, is responsible to the Government.

3. Roles and Responsibilities.

3.1. Government.

3.1.1. Contracting Officer (CO). The CO is the only person with the authority to enter into, administer and/or terminate contracts and make related determinations and findings on behalf of the Government. Note: The only individual who can legally bind the Government.

3.1.2. Contract Specialist. The official Government representative delegated authority by the Contracting Officer to administer a contract. This individual is normally a member of the appropriate Contracting/Procurement career field and advises on all technical contractual matters.

3.1.3. Contracting Officer’s Representative (COR). The COR will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance; maintain written and oral communications with the Contractor concerning technical aspects of the contract; issue written interpretations of technical requirements, including Government drawings, designs and specifications; monitor Contractor's performance and notify the CO and Contractor of any deficiencies; coordinate availability of Government furnished property; and provide site entry of Contractor personnel. A letter of designation issued to the COR states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

3.2 Contractor.

3.2.1. Key Personnel Qualifications. The following personnel are considered key personnel by the Government: General/Operations Manager, Lead Retail Associate/Specialist, and Lead Tour Guide. Key personnel shall be designated upon contract award and updated accordingly as changes are made. These personnel shall also be reflected on the Contractor's organizational staffing chart/plan. The Contractor shall provide the CO and the COR with the resume/qualifications of each individual considered key personnel in its initial submission in response to a solicitation for these services.

3.2.1.1. Should the Contractor decide to remove the key personnel from the contract for any voluntary or involuntary reason (e.g., promotion, attrition, long-term illness, impropriety, death, etc.), the Contractor shall notify the CO and the COR in writing immediately upon realizing that a change is imminent. The Contractor shall provide the CO and COR with the resume of the proposed replacement and include the name of the person to be replaced.

3.2.1.2. The CO will notify the Contractor within ten (10) working days of his/her decision to approve or reject the new individual or proposed substitution contingent upon successful completion of the BEP Personnel Security Background Check. The CO reserves the right to reject any individual proposed by the Contractor as a replacement to any of the key personnel positions listed above if the proposed replacement's qualifications do not meet the qualifications in 3.2.2 and 3.2.3 Responsibilities and qualifications for key personnel are listed below.

3.2.2. General/Operations Manager. The Contractor shall provide an onsite General/Operations Manager who shall be responsible for all contract and subcontract work. The name of this person and the designated lead who will act for the Contractor when the General/Operations Manager is absent shall be designated in writing immediately upon contract award to the CO and the COR. The onsite General/Operations Manager shall have full authority to act for the Contractor on all contract matters relating to daily operations of this contract. The General/Operations Manager shall have two (2) years’ experience of the minimum qualifications for both the Lead Tour Guide and the Lead Retail Associate/Specialist (see 3.2.3).

3.2.2.1. At all times shall either the General/Operations Manager or designated lead who will act for the Contractor when the General/Operations Manager is absent be onsite and available during the hours of operation of the TVC. The onsite General/Operations Manager shall:

1. Have at least two (2) years of verifiable experience in managing a visitor center, public tour service, and/or retail sales operation listed on his/her resume.

2. Have verifiable experience in managing, supervising and overseeing transportation operations (visitor shuttle and/or bus service).

3. Oversee the daily inspection and maintenance of visitor transportation (i.e. shuttles, trams).

4. Have and maintain current CPR certifications from a program consistent with, or provided by, the American Red Cross or American Heart Association (a requirement also applicable to the designated lead). Stand ready to and perform CPR when TVC police officers and health unit personnel are not immediately available.

3.2.2.2. The General/Operations Manager shall exercise overall management responsibility for the contract effort, receive technical direction and handle problems arising under the contract, such as dismissals, disciplinary matters, etc. The General/Operations Manager is responsible for coordinating matters of mutual concern with BEP representatives, including the designated COR. In the event questions of responsibility arise, they will be resolved by the CO or his authorized representative.

3.2.2.3. The General/Operations Manager shall exercise overall management responsibility for the contract effort, receive technical direction and handle problems arising under the contract, such as dismissals, disciplinary matters, etc. The General/Operations Manager is responsible for coordinating matters of mutual concern with BEP representatives, including the designated COR. In the event questions of responsibility arise, they will be resolved by the CO or his authorized representative.

3.2.2.4. When the General/Operations Manager is temporarily unavailable to manage the contract effort for a period longer than one (1) business day, the Contractor shall provide to the COR written designation of an alternate representative as soon as they are made aware of the extended absence. The procedures of 3.2.1 do not apply to such temporary designations unless they are expected to exceed the time period indicated in that paragraph.

3.2.2.5. In the event questions or issues beyond the authority of the General/Operations Manager arise, the Contractor shall provide a contract manager or other point of contact who shall be responsible for coordinating the matters with BEP representatives. The name of this person and an alternate who shall act for the Contractor shall be designated in writing to the CO and COR.

3.2.3. Lead Positions (Lead Retail Associate/Specialist and Lead Tour Guide). The Contractor shall implement lead positions (key persons) to serve under this contract to oversee the following services: 1) tour operations and 2) retail sales operations. The names of the individuals shall be designated in writing to the CO and COR. The Lead Positions shall have at least one (1) year verifiable customer service experience with responsibilities in a visitor center, public tour service and/or retail sales operation listed on their resumes.

3.2.3.1. The Lead Tour Guide shall have at least one (1) year verifiable public speaking and/or communications experience to larger groups (more than 30 people), involving making concepts accessible to a variety of ages, listed on his/her resume.

3.2.3.2. The Lead Retail Associate/Specialist shall have at least one (1) year verifiable computer experience, to include Microsoft Excel, listed on his/her resume.

3.2.3.3. The Lead Positions may not be diverted to other projects without giving prior written notification to the CO or his representative. Such notification shall include a justification for the diversion, together with information on the proposed substitute in sufficient detail to permit analysis of any potential negative effects on contract performance. No substitution shall be made without the written consent of the CO; provided, however, that the CO may grant such consent retroactively. Any such substitution of a permanent nature shall be made a part of this contract through the issuance of a modification.

3.2.4. Contractor Personnel Qualifications: All Contractor personnel shall be able to read, write, speak and understand fluent English. The Contractor shall certify prior to the contract start date that all employees meet this requirement. The Contractor shall not employ anyone who is an employee of the U.S. Government, if employing that person would create a conflict of interest.

3.2.4.1. The Contractor shall provide personnel who meet the minimum qualifications and requirements outlined in this PWS according to their respective staffing plan assignments, who are:

1. U.S. citizens (for high-risk background check positions).

2. U.S. citizens or lawful permanent resident alien with at least three or more years of U.S. residency from the date of legal entry to the U.S. (for moderate-risk background check positions).

3. U.S. citizen or lawful permanent resident alien (for low-risk background check positions).

4. Fully able to pass the mandatory BEP security clearance required of all personnel staffing this contract as stated in 1.6.18 (Security Requirements).

3.2.4.2. The Contractor shall ensure that all personnel possess and maintain, throughout the contract period, the necessary training, certifications and licenses required to perform their assigned basic duties as outlined in this PWS as assigned in the staffing plan. The Contractor shall provide certification prior to contract start that all personnel meet this requirement and shall maintain it at the Contractor’s own expense.

3.2.4.3. The Contractor shall have at least one (1) onsite bilingual employee proficient in Spanish (reading, writing, speaking and understanding) staffed at all times to communicate with visitors in areas of tour operations, retail sales operations and other services as defined in this PWS. The Contractor shall certify this requirement is met upon contract award. Updates will be provided accordingly as personnel changes are made.

3.2.4.4. The Contractor shall provide a staff person who is a certified American Sign Language (ASL) interpreter who is able to interpret effectively and accurately, both receptively and expressively, using any necessary specialized vocabulary (or have a subcontractor available on-call within two (2) business days of Government request as needed) to provide advance-scheduled guided sign language tours. The Contractor shall certify prior to the end of the Phase-In Period that this requirement is met and provide the name of an employee and/or company to be used to provide the required service.

4. Contract Quality Requirements.

4.1. Contractor’s Quality Control Program. The Contractor’s quality control program is the means by which the Contractor assures that the work complies with the requirement of the contract. The Contractor shall ensure services are performed in accordance with the PWS. The Contractor shall identify, prevent and ensure nonrecurrence of defective services.

4.1.1. The Contractor shall develop, implement and maintain an effective Quality Control System that includes a written Quality Control Plan (QCP). The Contractor and its personnel shall perform all activities throughout the life of the contract in accordance with the QCP as approved by the COR. The QCP shall provide the Contractor's General/Operations Manager and management with an effective and efficient method of identifying and correcting problems before the level of performance is below the standard expectations.

4.1.2. The QCP shall implement a standardized procedure/methodology for monitoring and documenting contract performance to ensure all contract requirements are met. The Contractor’s QCP must contain a systematic approach to monitor operations to ensure acceptable services are provided to the Government. The QCP, to meet the standard expectations, shall address continuous process improvement; procedures for scheduling, conducting and documenting inspections; discrepancy identification and correction; corrective action procedures to include procedures for addressing Government discovered nonconformances; procedures for root cause analysis to identify the root cause and root cause corrective action to prevent reoccurrence of discrepancies; procedures for trend analysis; procedures for collecting and addressing customer feedback/complaints. The Contractor shall provide their QCP inspections, inspection results, and dates and details of corrective actions upon COR request or termination or completion of the contract.

4.1.3. The QCP shall be submitted to the COR within 10 days from start of full performance of duties. The Contractor shall ensure all changes are made to the plan when required by the CO and/or COR. One (1) copy of a comprehensive written QCP shall be submitted to the CO and COR within five (5) working days when changes are made thereafter. After acceptance of the QCP, the Contractor shall receive the CO’s acceptance in writing of any proposed change to their QC system.

4.2. Quality Control Plan (QCP) Inspection Files. The Contractor shall ensure the QCP includes an inspection system covering all services to be performed within the standards of this contract and shall specify areas to be inspected on a scheduled and/or as-needed basis.

4.2.1. The Contractor shall maintain a file of all performed QCP inspections, inspection results, and the dates and details of corrective actions. The file shall be the property of the Government and made available at any time for inspection during the TVC's regular working hours. The file shall be turned over to the CO immediately upon completion or termination of the contract.

4.2.2. The Contractor shall ensure cooperation with the Government in safeguarding property and shall be responsible for reporting immediately upon discovery acts of vandalism, larceny or pilferage to the CO as part of the Contractor's QCP.

4.3. Government Quality Assurance. The Government shall evaluate the Contractor’s performance under this contract in accordance with the BEP’s QASP. This plan is a Government-only document primarily focused on what the Government must do to ensure the Contractor has performed in accordance with the requirements of the contract.

5. Government Surveillance.

5.1. Methods of Surveillance. The following Methods of Surveillance will be used in monitoring the Contractors’ performance:

5.1.1. Random and Planned Sampling. Evaluate contract performance by selecting and inspecting a sample of requirements delivery (service or service product) by a random or preplanned segment of deliverables or timetable for inspection.

5.1.2. Visual Inspection. Evaluate outcomes on a periodic basis by visual inspection of contract service and deliverable requirements. Inspections may be scheduled (daily, weekly, monthly, quarterly or annually) or unscheduled, as required.

5.1.3. Visitor Communication. Any communication by the public via verbal communication, email, letter, comment card or any other form of address that indicates successful or unsuccessful Contractor performance.

5.1.4. COR Notification. Any communication by a non-TVC visitor (such as another Government employee or Contractor) via verbal communication, email, letter, comment card or any other form of address that indicates successful or unsuccessful Contractor performance.

5.1.5. COR Monitoring and/or Evaluation. Direct observation by the COR of Contractor service and product deliverables in adherence to contract requirements and/or the QCP metrics by either visual, electronic or other applicable methods of observation.

5.2. Surveillance Schedule. A Surveillance Schedule will be created each month using the COR Surveillance Schedule, Attachment 2. The schedule is FOR OFFICIAL USE ONLY and is not releasable to anyone other than authorized Government personnel. A copy of the Surveillance Schedule will be filed and will become part of the COR’s file.

5.3. Surveillance Instructions/Checklists. Surveillance Checklists, Attachment 3, will be used and completed when surveillances are conducted.

5.4. Surveillance Documentation. The applicable Surveillance Checklist(s) will be completed when/as surveillances are conducted. Completed Surveillance Checklist(s) will be filed in COR’s file. The file will have ready access to the BEP Office of Acquisition.

6. Nonconforming Performance. Nonconformance occurs when a Contractor fails to meet Contract or Task Order terms, conditions and/or specifications. All instances of nonconformance will be documented and the Contractor will be notified. Resolution of nonconformance discovered at the subcontractor level will be addressed with the prime Contractor. Nonconformance is classified as either: Level I (Minor), Level II (Major) or Level III (Critical).

6.1. Level I (Minor). Level I nonconformance is not likely to materially reduce the usability of services for their intended purpose or is a departure from established standards having little bearing on completing the contract requirement. Minor nonconformances can usually be corrected on the spot and can be issued to the Contractor through either a verbal or written Contract Discrepancy Report (CDR). However, the Government is still required to document verbal Level I CDRs. The COR may issue verbal Level I CDRs directly to the appropriate level of Contractor management. The COR will notify the CO as soon as practical when a verbal Level I CDR is issued and document them in their monthly reports. If the nonconformance cannot be corrected on the spot, the Contractor shall be given a suspense date to correct the deficiency. The CO will issue and sign written Level I CDRs, Attachment 4.

6.2. Level II (Major). Level II nonconformance is likely to result in failure of the services to meet contract requirements. Also, repeated discrepancies, a large number of documented Level I CDRs and trends indicating failure of the Contractor’s quality control program can be classified as Level II CDRs. The CO issues all Level II CDRs in writing, Attachment 4. The COR will notify the CO as soon as practical when a major nonconformance is identified.

6.3. Level III (Critical). Level III nonconformances result in hazardous or unsafe conditions due to the manner in which the services are performed, prevent or impact a vital agency mission as a result of performance or are for repeated or uncorrected Level II CDRs. The Contracting Office Director or Deputy Director issues written Level III CDRs. The COR is responsible for notifying the CO immediately upon discovery of a critical nonconformance.

6.4. Documenting CDRs. Documentation, as a minimum, will include the Contract or Task Order number, reference to the specific contract requirement, the specific discrepancy to the requirement, where it was discovered, the date and time it was discovered, Contractor representative who was notified, and the suspense date for Contractor response/corrective action.

6.5. Tracking and Resolving CDRs. All CDRs, verbal and written, regardless of issuer will be included in the COR’s Monthly Report. The COR and CO shall track CDRs to ensure the Contractor identifies and takes appropriate corrective action to the root cause and the specific nonconformance is corrected within the required timeline. The CO will make a final written determination of the Government’s remedies if the nonconformance is not corrected by the Contractor after receiving notice and a reasonable opportunity to correct the work.

7. Data Analysis. Data Analysis will be performed to identify trends in cost, schedule and/or performance risks. The results of Data Analysis will be documented in COR Status Reports and may be used to make adjustments to surveillance schedules and increase or decrease surveillance, if deemed appropriate. Negative trends noted using Government data/observations could result in issuing the Contractor a CDR. Trends noted using Contractor data will not result in a CDR unless the Contractor is not addressing the negative trend.

8. Acceptance of Services. When all services have been deemed acceptable and there is documented objective quality evidence to support acceptable performance, the COR will accept the services provided and authorize payment of the Contractor. This is accomplished by approving the Contractor’s Receiving Reports via IPP.

9. COR Status Report. COR Status Reports will be submitted on a monthly basis to the CO. COR Status Reports will provide a synopsis of the Contractor’s performance for the inclusive dates of the report. The synopsis will contain a summary of surveillances performed; customer feedback, if any; CDRs, if any; an analysis of the Contractor’s performance; recommended adjustments to surveillance schedules; and any other pertinent contract information. Completed Surveillance Checklists and CDRs, if any, will be included as attachments to COR Status Reports or uploaded separately in the Miscellaneous Documents Section of the COR’s Online file.

10. Contractor Performance Assessment Reporting System (CPARS). Documented surveillance data (COR Status Reports, Completed Surveillance Checklists, Customer Feedback and CDRs, if any) will be used to support CPARS ratings.

11. COR/Quality Assurance Surveillance Files. The official COR/Quality Assurance Surveillance File will be maintained by the COR.

12. QASP Changes. This QASP is a living document and, as such, may be changed as needed based on Data Analysis (trends), contract modifications, etc. The COR will send any recommended changes to the CO for approval and the CO must approve all changes.

Attachments:

1. Performance Requirements Summary (PRS)

2. Surveillance Schedule

3. Surveillance Checklist(s)

4. Contract Discrepancy Report

ATTACHMENT 1 – PERFORMANCE REQUIREMENTS SUMMARY

The Contractor tasks requirements summarize the performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of work required for each requirement. These thresholds are critical to mission success.

Unless otherwise specified, all Performance Thresholds are monthly baseline thresholds. The Performance Objectives and Standards of the Contractor will be monitored by the Contracting Officer's Representative(s) (COR) on the contract, using one or more surveillance methods. Contractor performance will be documented in the Quality Assurance Surveillance Plan (QASP) developed by the BEP. As defined in the contract, nontaxable products are security items produced and sold in the retail sales area by the BEP and potentially other Government agencies. Taxable products are nonsecurity novelty items. Security measures differ between the two types of products, and these policies and procedures are detailed in BEP documents that will be provided to the awarded Contractor upon contract start date.

The Quality Control Plan (QCP) will be created by the awarded Contractor and subject to BEP approval as detailed in the contract.

manage Tour and Visitor Center IAW 5.2 of the PWS

visitors throughout the TVC.

provided to the COR within ten (10) days of contract award and submitted on a monthly basis thereafter.

The Contractor shall conduct training for Contractor staff IAW

5.2.2.2 of the PWS.

The Contractor shall conduct training for Contractor staff on all contract requirements and responsibilities, to include areas contained in the Standard Operating Procedures (SOPs). The Contractor shall also conduct continuous refresher training programs on at least a quarterly basis throughout the life of the contract, to ensure all employees, at all times, are fully capable of performing their assigned duties. The Contractor shall maintain a training record that includes, at a minimum, the training dates, material covered and personnel in attendance. The Contractor shall provide training records to the COR on a quarterly basis.

notifying the COR or designated representative.

The Contractor shall provide first aid assistance IAW 5.2.4.1 of the PWS.

and/or confirmed by the COR per month.

Positive or Negative assessment in CPARS

The Contractor shall wear uniforms IAW

5.2.10 of the PWS.

During operating hours, the Contractor shall provide its employees with Government-approved uniforms. Contractor-provided uniforms will be worn by all personnel during duty hours, and personnel will adhere to contractual uniform requirements.

The Contractor shall provide transportation services IAW 5.3 of the

PWS.

The Contractor shall provide safe, reliable, clean, and timely transportation services to transport visitors to/from the WCF Transfer Station and TVC.

The transportation vehicles shall be provided as required in Part 4 and Part 5.3 of this contract.

The Contractor shall meet transportation frequency requirements IAW

5.3.1 of the PWS.

It shall be the responsibility of the Contractor to provide TVC visitors with safe and timely (as per QCP frequency) transportation services using Contractor-provided vehicles to and from the Transfer Station and TVC.

95% within QCP timeliness deliverable guidelines; no instances of jeopardizing safety of passengers or any other person or damaging property.

Positive or Negative assessment in CPARS

The Contractor shall meet vehicle working requirements IAW

5.3.2 of the PWS.

Positive or Negative assessment in CPARS

The Contractor shall meet safety and traffic requirements IAW

5.3.3 of the PWS.

The Contractor shall meet vehicle operator requirements IAW 5.3.4 of the PWS.

The Contractor shall ensure all Contractor transportation vehicle operators meet all qualifications for drivers, including physical qualifications, and comply with all federal, state and local requirements associated with transportation vehicles and transportation vehicle operators. The Contractor shall train Contractor staff on the safety, operating requirements and procedures when operating transportation vehicles and equipment in order to prevent injury to passengers, pedestrians, other vehicles or property.

The Contractor shall meet all vehicle records requirements in IAW 5.3.5 of the PWS.

The Contractor shall distribute tour stickers IAW 5.4.3 of the PWS.

The Contractor shall distribute special promotional bags IAW 5.4.4 of the PWS.

The Contractor shall provide exhibit and display support IAW

5.5.1 of the PWS.

The Contractor shall operate theater audiovisual and film equipment IAW 5.6.1 of the PWS.

compliance;

100% controlled access compliance Positive or Negative assessment in CPARS

98% confirmation letters sent correctly.

Positive or Negative assessment in CPARS

95% on-time.

Positive or Negative assessment in CPARS

assessment in CPARS

The Contractor shall submit regular visitor and tour reports IAW

5.7.4 of the PWS.

wand or Government-furnished written tour spiel

handouts for the hearing impaired. Self-guided tours are currently also available in written format in the following foreign languages: Chinese, Japanese, German, French and Portuguese. Self-guided audio tours are available for the blind or visually impaired community on hand-held tour wands.

The Contractor shall provide tour walkway crowd control IAW

5.8.1 of the PWS.