47QFAA21Q0042 - RFQ Attachment B - QASP.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

Yaquina Head Outstanding Natural Area (YHONA) – Base Ops Security

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

1 INTRODUCTION

This QASP is pursuant to the requirements listed in the performance work statement (PWS) entitled Quality Assurance Surveillance Plan. This plan sets forth the procedures and guidelines the Government will use in ensuring the required performance standards or services levels are achieved by the contractor.

1.1 Purpose

1.1.1 The purpose of the QASP is to describe the systematic methods used to monitor performance and to identify the required documentation and the resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards / quality levels identified in the PWS and the contractor’s quality control plan (QCP), and to ensure that the Government pays only for the level of services received.

1.1.2 This QASP defines the roles and responsibilities of all members of the integrated project team (IPT), identifies the performance objectives, defines the methodologies used to monitor and evaluate the contractor’s performance, describes quality assurance documentation requirements, and describes the analysis of quality assurance monitoring results.

1.1.3 The 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.

1.1.4 This QASP is also 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.

1.2 Performance Management Approach

1.2.1 The PWS structures the acquisition around “what” service or quality level is required, as opposed to “how” the contractor should perform the work (i.e., results, not compliance). This QASP will define the performance management approach taken by the Government to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives communicated in the PWS 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 expected outcomes for the project are being achieved by the contractor.

1.2.2 Performance management represents a significant shift from the more traditional quality assurance (QA) concepts in several ways. Performance management focuses on assessing whether outcomes are being achieved and to what extent. This approach migrates away from scrutiny of compliance with the processes and practices used to achieve the outcome. A performance-based approach enables the contractor to play a large role in how the work is performed, as long as the proposed processes are within the stated constraints. The only exceptions to process reviews are those required by law (federal, state, and local) and compelling business situations, such as safety and health. A “results” focus provides the contractor flexibility to continuously improve and innovate over the course of the contract as long as the critical outcomes expected are being achieved and/or the desired performance levels are being met.

1.3 Performance Management Strategy

1.3.1 The contractor is responsible for the quality of all work performed. The contractor measures that quality through the contractor’s own quality control (QC) program. QC is work output, not workers, and therefore includes all work performed under this task order regardless of whether the work is performed by contractor employees or by subcontractors. The contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. The contractor will develop and implement a performance management system with processes to assess and report its performance to the designated Government representative. The contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. This QASP enables the Government to take advantage of the contractor’s QC program.

1.3.2 The Government representative(s) will monitor performance and review performance reports furnished by the contractor to determine how the contractor is performing against communicated performance objectives. The Government will make determinations regarding incentives based on performance measurement metric data and notify the contractor of those decisions. The contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

2 ROLES AND RESPONSIBILITIES

2.1 Contracting Officer (CO)

The CO is responsible for monitoring task order compliance, task order administration, and cost control and for resolving any differences between the observations documented by the Contracting Officer's Representative (COR) and the contractor. The CO will designate a COR as the Government authority for performance management. The number of additional representatives serving as technical inspectors depends on the complexity of the services measured, as well as the contractor’s performance, and must be identified and designated by the CO.

2.2 Project Manager (PM)

The PM is responsible for working with the COR to complete performance surveillance documents in accordance with this plan.

2.3 Contracting Officer’s Representative (COR)

The COR is designated in writing by the CO to act as his or her authorized representative to assist in administering the task order. COR limitations are contained in the written appointment letter. The COR is responsible for technical administration of the project and ensures proper Government surveillance of the contractor’s performance. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. Any changes that the contractor deems may affect price, terms, or conditions shall be referred to the CO for action. The COR will have the responsibility for completing QA monitoring forms used to document the inspection and evaluation of the contractor’s work performance. The PM and CO will advise the requirements owner (client agency) throughout the contract to ensure proper administration and oversight of the task order.

3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS / QUALITY

LEVELS

The required performance standards and / or quality levels are included in the PWS. If the contractor meets the required service or performance level, it will be paid the monthly amount agreed upon in the task order.

4 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

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:

Inspection of services performed will be conducted on a random basis by the COR or designated project inspector on a monthly basis. The Government will note any irregularities to the COR daily.

Daily Patrol Logs completed by the contractor will be used as a method to evaluate and record the Contractor’s performance.

Visitor complaints will be compiled and validated.

All requirements will be examined for acceptability in accordance with paragraph 4.3 below.

Deficiencies will be counted and recorded on a COR inspection form.

4.2 Visitor Feedback

The contractor is expected to establish and maintain professional communication between its employees and visitors. The primary objective of this communication is visitor compliance and satisfaction.

Visitor 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. The COR will accept those visitor complaints and investigate using quality assurance monitoring forms such as the one in Attachment 1.

4.3 Acceptable Quality Levels (AQLS)

The Government shall use the monitoring methods cited to determine whether the performance standards / service levels / AQLs have been met. If the contractor has not met the minimum requirements, it may be asked to develop a corrective action plan to show how and by what date it intends to bring performance up to the required levels. Failure to meet the AQL may result in a deduction from the monthly payment.

The AQLs is six (6) or fewer deficiencies during a 30 day calendar month. Repeated failure to meet the AQL will result in the issuance of a Notice of Noncompliance.

Contractor shall meet the following minimum inspection standards for Government acceptance:

▪ Maintain and provide electronic Daily Patrol Logs. These logs shall describe the activities conducted by the Contractor, along with the date and time of arrivals. An electronic daily log will be sent to the COR and Site Manager electronically within 24 hours after the date of the log. Patrol Logs during the weekends needs to be sent no later than the following Monday.

▪ Provide all Case Incident reports completed for all call backs and for onsite incidences occurring with BLM staff or visitors outside the daily closure procedures.

Case Incidents reports shall be completed and sent electronically to the COR and site manager within 24 hours of the incident.

▪ Conduct daily patrols through the site distinct from the end of day security operations.

The Contractor shall document the event and activities performed during the patrol in a daily patrol log.

▪ The patrol officer needs to arrive 20 minutes prior to the scheduled closing time to escort Entrance Station staff to the Interpretive Center. The Contractor shall document this event in the daily patrol log.

▪ 100% response rate to after hours alarm calls and completion of Case Incident reports.

5 QUALITY ASSURANCE DOCUMENTATION

5.1 Monitoring Forms

The Government’s QA surveillance, accomplished by the COR, will be reported using monitoring forms such as the one in Attachment 1. The forms, when completed, will document the Government’s assessment of the contractor’s performance to ensure that the required results are being achieved.

5.1.1 The COR will retain a copy of all completed QA surveillance forms.

6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

6.1 Reviews and Resolution

6.1.1 The COR may require the contractor’s project manager, or a designated alternate, to meet with the CO and other Government IPT personnel as deemed necessary to discuss performance evaluation. The COR will define a frequency of in-depth reviews with the contractor, including appropriate self-assessments by the contractor; however, if the need arises, the contractor will meet with the COR as often as required or per the contractor’s request. The agenda of the reviews may include:

Monthly performance assessment data and trend analysis

Issues and concerns of both parties

Projected outlook for upcoming months and progress against expected trends, including a corrective action plan analysis

Recommendations for improved efficiency and/or effectiveness

Issues arising from the performance monitoring processes

6.1.2 The COR must coordinate and communicate with the contractor to resolve issues and concerns regarding marginal or unacceptable performance.

6.1.3 The COR and contractor should jointly formulate tactical and long-term courses of action.

Decisions regarding changes to metrics, thresholds, or service levels should be clearly documented.

Changes to service levels, procedures, and metrics will be incorporated as a task order modification at the convenience of the CO.

1.

1. ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY

Performance Objective

Standard Acceptable Quality Levels

Incentive / Disincentive

Maintain and provide electronic Daily Patrol Logs

These logs shall describe the activities conducted by the Contractor, along with the date and time of arrivals. An electronic daily log will be sent to the COR and Site Manager electronically within 24 hours after the date of the log. Patrol Logs during the weekends needs to be sent no later than the following Monday.

six (6) or fewer deficiencies during a 30 day calendar month

Contractual remedy, and reporting on

CPARS

Case Incident Reports

Provide all Case Incident reports completed for all call backs and for onsite incidences occurring with BLM staff or visitors outside the daily closure procedures. Case Incidents reports shall be completed and sent electronically to the COR and site manager within 24 hours of the incident.

Daily Patrols

Conduct daily patrols through the site distinct from the end of day security operations. The Contractor shall document the event and activities performed during the patrol in a daily patrol log.

100% timely

Closing Services

The patrol officer needs to arrive 20 minutes prior to the scheduled closing time to escort Entrance Station staff to the Interpretive Center. The Contractor shall document this event in the daily patrol log.

100% timely

Alarm Response

100% response rate to after hours alarm calls and completion of Case Incident reports.

100% timely

ATTACHMENT 2: SAMPLE QUALITY ASSURANCE

MONITORING FORM

SERVICE:

SURVEILLANCE METHOD (Check):

❒Random Inspection ❒ Patrol/Response Logs ❒Visitor Complaint

LEVEL OF SURVEILLANCE REQUIRED (Check):

❒ Monthly

❒ Quarterly

❒ As needed

ANALYSIS OF RESULTS:

Observed Service Provider Performance Measurement Rate: ______%

Service Provider’s Performance (Check):

❒ Meets Standards

❒ Does Not Meet Standards

Narrative of Performance During Survey Period:

PREPARED BY: ___________________________________ DATE: _________________