Quality_Assurance_Surveillance_Plan.doc

Birmingham Social Security Center Operations and Maintenance Contract

Quality Assurance Surveillance Plan

This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate contractor actions while implementing the Statement of Work (SOW). It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective on the SOW in the operations and maintenance contract.

The QASP provides a systematic method to evaluate the services the Contractor is required to furnish. This QASP is based on the premise the Government desires to maintain a quality standard in operating, maintaining, and repairing facilities and that a service contract to provide the service is the best means of achieving that objective.

The Contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the contract. The role of the Government is quality assurance to ensure contract standards are achieved.

In this contract, the quality control program is the driver for product quality. The Contractor is required to develop a comprehensive program of inspection 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.

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

LEGEND

Quality of Product/Service:

Compliance with Contract Requirements

Meets Contract Objectives

Accuracy of Reports

Appropriateness of Personnel

Manager(s)/Key Personnel Performance

Technical Excellence/Service Calls

Meets all requirements for Inspections

Meets all requirements for Safety Schedule:

Responsive to technical direction

Completes PM on schedule

Competes Repairs on schedule

Responds timely to Emergency Service Requirements

Responds timely to Service Calls

Reports and Deliverables provided on schedule

Business Relations:

Effective management

Businesslike correspondence

Responsive to contract requirements

Prompt notification of problems

Reasonable/cooperative

Flexible

Pro-active

Effective contractor- recommended solutions

Other Area:

Customer Satisfaction:

Demonstrates commitment to Customer Satisfaction

Strives to meet or exceed Customer Expectations

Responsive to Customer Complaints

Performance minimizes legitimate Complaints

Provides friendly helpful service to Customers

STANDARDS

The performance thresholds established for each of the performance objectives are the number of defects permitted before the Contracting Officer’s Representative (COR) notifies the Contracting Officer for appropriate action in accordance with contracting regulations.

SURVEILLANCE

Periodic inspections will be conducted to monitor contractor performance. The COR will periodically review data from the Computerized Maintenance Management System (CMMS) to determine how timely PM and equipment repairs are accomplished. Information on building occupant complaints will be collected and analyzed to determine to what extent they indicate contractor performance problems. Building occupants may be surveyed as part of the evaluation of customer satisfaction.

PROCEDURES

Quarterly Evaluations: The COR will visit the appropriate work area of the Contractor and either observe the Contractor performing the tasks or review documentation, as appropriate. The COR will notify the Contractor’s Project Manager (PM) of any defects in performance and permit the Contractor to re-perform the service. If the Contractor will not re-perform the defective service, the COR will notify the Contracting Officer if the performance thresholds are exceeded.

The COR may perform evaluations using the Contractor’s quality assurance program, which was previously approved by the Government. The Contractor shall submit the monthly quality control schedule to the COR before the first of each month.

The COR performs evaluations in any number of ways:

· The COR may accompany the PM on scheduled inspections and observe the PM inspecting the service to ensure defects are corrected.

· The COR may immediately inspect the same area as the PM as soon as the PM has completed the quality control inspection to determine if any surveillance areas were overlooked.

· The COR may inspect an area prior to the PM and compare results. The COR will record defects if PM fails to record performance defects and defects are not corrected.

Customer Complaints: Any building occupant observing unacceptable services or quality of work on any of the items in the SOW would immediately contact the COR via the service call phone number, including fax or email. Complaints that qualify as service calls will be entered into the CMMS. The COR considers customer complaints resolved unless otherwise notified by the customer. It is the Contractor’s responsibility to obtain the service calls in the CMMS. The PM will be given two hours after notification to correct the unacceptable performance defect. If the PM disagrees with the complaint and challenges the validity of the complaint, the PM retains a copy of the written complaint. After investigation, if the COR determines the complaint as valid, the COR informs the PM. The PM is given an additional hour to correct the defect. The COR documents the data for future recurring performance.

(Note: Any customer complaint method of surveillance must be based on adequate customer complaint training. The QA should furnish written instructions, publicity, information, briefings, and use of any other means to educate customers and building occupants.)

RATINGS

Summarize Contractor performance in each of the above rating areas and select the number which corresponds to the performance rating for each rating category. Assign each area a rating of:

Use the instructions below as guidance in making these evaluations and as an explanation of the rating scale.

RATING GUIDELINES

Quality of Product or Service: Assess the Contractor’s effort to transform operational needs and requirements into an integrated solution. Areas of focus may include the planning and management of program tasks, the quality of support provided throughout all phases of contract execution, the integration of program management specialties, management of interfaces, and the management of a totally integrated effort of all program management concerns to meet cost, performance, and schedule objectives. Assess how successfully the Contractor meets program quality.

Schedule: Assess the Contractor’s adherence to the required delivery schedule by assessing the Contractor’s efforts during the assessment period that contribute to or effect the schedule variance. Also address significance of scheduled events, discuss causes, and assess the effectiveness of Contractor corrective actions.

Business Relations: Assess the timelines, completeness and quality of problem identification, corrective action plans, proposal submittals, the Contractor’s reasonable and cooperative behavior, effective business relations, and customer satisfaction.

Management: Assess the Contractor’s success with timely award and management of any subcontracts. Discuss the extent to which the Contractor discharges its responsibility for integration and coordination of all activity needed to execute the contract; identifies and applies resources required to meet schedule requirements; assigns responsibility for tasks/actions required by contract; communicates appropriate information to affected program elements in a timely manner. Assess the Contractor’s risk mitigation plans. If applicable, identify any other management areas that are unique to the contract.

Other areas: Assess additional evaluation areas unique to the contract or that cannot be captured elsewhere.

EVALUATION RATINGS

Exceptional: Performance meets contractual requirements and exceeds many to the Government’s benefit. The contractual performance of the task and sub-task being assessed was accomplished with few minor problems for which corrective actions taken by the Contractor were highly effective.

Very Good: Performance meets contractual requirements and exceeds some to the Government’s benefit. The contractual performance of the task and sub-task being assessed was accomplished with some minor problems for which corrective actions taken by the Contractor were effective.

Satisfactory: Performance meets contractual requirements. The contractual performance of the task and sub-task contain some minor problems for which corrective actions taken by the Contractor appear or were satisfactory.

Marginal: Performance does not meet contractual requirements. The contractual performance of the task and sub-task being assessed reflect a serious problem for which the contractor has not yet identified corrective actions. The Contractor’s proposed actions appear only 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 of the task or sub-task contains a serious problem(s) for which the Contractor’s actions appear or were ineffective.