3PL Attachment 4 QASP..docx

Attachment 4

Performance Management

Export Operations Support through the use of a Third-Party Provider Logistics Provider (3PL)

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

· What will be monitored,

· How monitoring will take place,

· Who will conduct the monitoring,

· How monitoring efforts and results will be documented

This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created with the premise that the contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance. In addition, the QASP should recognize that unforeseen and uncontrollable situations may occur.

This QASP is a “living document” and the Government may review and revise it on a regular basis. However, the Government shall coordinate changes with the contractor. Updates shall ensure that the QASP remains a valid, useful, and enforceable document. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities.

2. GOVERNMENT ROLES AND RESPONSIBILITIES

The following personnel shall oversee and coordinate surveillance activities.

a. Contracting Officer (CO) - The CO 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 assure that the contractor receives impartial, fair, and equitable treatment under this contract. The CO is ultimately responsible for the final determination of the adequacy of the contractor’s performance.

Assigned CO: Heidi McFall Organization or Agency: General Services Administration, Federal Acquisition Services, General Supply and Services, Internal and Emergency Division Telephone: 703-859-0894 Email: heidi.mcfall@gsa.gov

b. Contract Specialist (CS) - The CS acts as an acquisition consultant and serves as liaison between the CO and the awardee(s).

Assigned CS: Nia Hill Organization: GSA, Federal Acquisition Services, General Supply and Services, Internal and Emergency Acquisition Division Telephone: (202) 655-1856 Email: Nia.hill@gsa.gov

c. Contracting Officer’s Representative (COR) - The COR is responsible for technical administration of the contract and shall assure proper Government surveillance of the contractor’s performance. The COR shall keep a quality assurance file. At the conclusion of the contract or when requested by the CO, the COR shall provide documentation to the CO. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. The contractor shall refer any changes they deem may affect contract price, terms, or conditions to the CO for action.

Assigned COR: Roger Nioko Organization: Program Integration Branch, Office of Supply Chain Management Telephone: (917) 484-0795 Email: Rogelio.nioko@gsa.gov

d. Other Key Government Personnel:

Title: TBD Telephone: TBD Email: TBD

3. CONTRACTOR REPRESENTATIVES

The following employees of the contractor serve as the contractor’s Program Manager and Task Manager for this contract.

a. Program Manager - TBD TBD Telephone: TBD Email: TBD

b. Task Manager - TBD Telephone: TBD Email: TBD

c. Other Contractor Personnel - TBD Title: TBD Telephone: TBD Email: TBD

4. PERFORMANCE STANDARDS

This QASP will define the performance management approach taken by GSA/FAS/GSS/SCM Division to monitor the contractor’s performance to ensure the performance and quality standards identified below are achieved. Performance management rests on developing a capability to review and analyze information generated through performance assessment. The ability to make decisions based on the analysis of performance data is the cornerstone of performance management; this analysis yields information that indicates whether acceptable performance under the contract is being achieved by the contractor.

The contractor measures that quality through the contractor’s own quality control (QC) program. QC is the achievement of meeting requirements in all areas whether the work is performed by contractor employees, partners or subcontractors.

The required performance standards are included in the Performance Requirements Summary table below.

5. PERFORMANCE REQUIREMENTS

Performance Standards Quality Levels. The following table provides the required contract performance standards.

Negative: Potential Cancellation

Negative: Potential Cancellation

552.211

Negative: Potential Cancellation

Negative: Potential Cancellation

Negative: Potential Cancellation

7. PERFORMANCE ASSESSMENT

The government shall inspect and evaluate the contractor’s performance to ensure services are received in accordance with requirements set forth in this solicitation. The COR will use the contractor’s work schedule or modified version thereof to record validation results. Results of the validation then become the official record of the Contractor’s performance. When a performance threshold has not been met or contractor performance has not been accomplished, the COR will initiate and provide the CO a Performance Assessment Report (PAR) for issuance to the contractor. The contractor shall respond to the PAR instructions provided and return it to the CO within 10 calendar days of receipt. The government will rely to the maximum extent on the Contractor’s Quality efforts to ensure requirements are met with periodic validation of the contractor quality system by the COR.

8. QUALITY CONTROL

The contractor shall develop and maintain a quality control program/plan to ensure compliance with the requirements set forth in the solicitation and listed in Section 4 of this QASP. The contractor shall develop and implement procedures to identify, prevent, and ensure nonperformance and continual repeat of defective service does not occur.

9. SURVEILLANCE TECHNIQUES/INSPECTION

In an effort to minimize the performance management burden, simplified surveillance methods shall be used by the Government to evaluate Contractor performance when appropriate. The primary methods of surveillance are:

· Random monitoring – Monitoring shall be performed by the CO, CS, or COR as the designated inspectors.

· Periodic Inspection – CO, CS, or COR shall typically perform periodic inspections on a monthly basis, but may be at varied intervals, as deemed necessary.

· User Survey - Random survey is conducted to solicit user satisfaction.

· Customer feedback/complaints – If customer feedback/complaints are received or indicated, the CO, CS, or COR shall inspect performance of services to resolve and/or document the feedback or incident.

10. CUSTOMER FEEDBACK

The contractor is expected to establish and maintain professional communication between its employees and customers. The primary objective of this communication is customer satisfaction. Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and can be measured through customer complaints.

Performance management drives the contractor to be customer focused through initially and internally addressing customer complaints and investigating the issues and/or problems but the customer always has the option to communicate complaints to the CO or CS as opposed to the contractor.

Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed, and must be forwarded to the COR.

Customer feedback may also be obtained either from the results of formal customer satisfaction surveys or from random customer complaints.

11. CUSTOMER COMPLAINTS

Exceeding the threshold for performance objectives in any one month period shall result in a warning or letter of concern from the CO. Exceeding the p threshold for performance objectives for any two, or more consecutive or non-consecutive months during a contract period shall constitute an immediate Progress Meeting with the CO, CS and COR.

12. RATINGS

Metrics and methods are designed to determine if performance exceeds, meets, or does not meet a given standard and acceptable quality level. A rating scale shall be used to determine a positive, neutral, or negative outcome. The following ratings shall be used:

13. DOCUMENTING PERFORMANCE

The CO, CS, or COR will be documenting performance using Attachment 1 with the ratings listed above in Section 12. In the event that the contract is terminated either for any reason by GSA the transition out time frame for the current contractor will be no more than 120 days. For the incoming contractor the transition in time frame will also be 120 days.