36C25720Q0248-006.pdf

Government Quality Assurance Surveillance Plan 36C25720Q0248

Attachment 5 STX Document Destruction Services

1.0 Quality Assurance Surveillance Plan.

1.1. Contracting Officer’s Representative (COR). Government personnel shall be appointed to monitor contractor performance and to inspect and accept or reject the services as required by the contract. The name and telephone number of each such person under the contract will be furnished to the contractor in writing by the Contracting Officer.

1.2. Government Evaluation. The government will evaluate the contractor's performance under this contract using the method of surveillance deemed appropriate. If the government COR reveals any contract provision not being met, a Contract Discrepancy Report (CDR) shall be prepared.

The contractor shall respond to CDRs by completing the appropriate blocks explaining: (1) why performance was unacceptable, (2) how performance will be returned to acceptable levels, and (3) how recurrence of the problem will be prevented in the future.

1.3. Performance Assessment. This section identifies the process that measures success towards achieving defined performance objectives or goals defined within the performance thresholds in the Services Summary (SS), or the process of assessing progress towards achieving the objectives/goals.

1.4. Surveillance Approach. The intent is to primarily rely on the contractor’s internal quality control processes, changing the government’s role from “oversight” to “insight”. The original surveillance approach may not stay the same throughout the duration of the contract, therefore, all government evaluators should be prepared to periodically update the surveillance approach when necessary. The goal of our surveillance approach is to gain confidence in the contractor’s way of doing business and then adjust the level of insight to a point that maintains that confidence.

Quality assurance will be based on the Government’s evaluation of contractor’s results. All services performed must meet the prescribed performance objectives stated in the SS to be regarded as acceptable.

Surveillance may be accomplished by Customer Feedback, Customer Survey, Contractor and

Government Data and Documentation Review, and Contractor Meetings, as specified in the services summary.

The following is a list of the key performance objectives that will be verified as contractually compliant by government personnel; however, inspection of any contract requirement is authorized.

Each performance objective includes a government determined performance threshold and the procedures used to ensure these standards are met.

1.5. Performance Evaluation Meetings. The contract manager may be required to meet periodically with the COR and the Contracting Officer during the contract. Meetings shall be as often as necessary as determined by the Contracting Officer. However, if the contractor requests, Government Quality Assurance Surveillance Plan 36C25720Q0248

Attachment 5 STX Document Destruction Services a meeting will be held whenever a Contract Discrepancy Report is issued. The meetings shall focus on performance and actual or potential problems. A mutual good faith effort shall be made by all parties to resolve all issues. The written minutes of these meeting shall be signed by the contract manager, Contracting Officer, and COR. If the contractor does not concur with the minutes, notice of non-concurrence shall be provided to the Contracting Officer. This notice shall be in writing and provided within seven workdays of receipt of the minutes.

SERVICES SUMMARY (SS)

Performance Objective SOW

Para.

Performance Method Surveillance

Threshold

SS 1. Complete collection, destruction and recycling of secured confidential and sensitive documents

1.1

1.2

2.0 – 2.2

Random surveillance and validation of customer complaint

No more than three (3) defects or valid customer complaints per month

SS 2. Submit collection schedule

2.1

Review of work and accepted by the government

100% compliant

SS 3. Submit periodic reports

Review of work and accepted by the government

No more than one (1) valid defect per month