47QFAA24R0004_T10_08c_Attachment 8_Task Order 01 QASP_2024-06-07.pdf

AAS QASP Template, 9/19/2022

QUALITY ASSURANCE SURVEILLANCE

PLAN (QASP)

Solicitation PIID: 47QFAA24R0004

Award PIID: XXXXXXXXXXXXX (TBD when issuing draft with solicitation) for

Budget Department Management System

(BDMS) SImplementation & Support Services in support of

Pension Benefit Guaranty Corporation

(PBGC)

Customer Support Center: (AAS Civilian)

Contractor Name: Insert at award

Contract Period of Performance (PoP): Insert dates at award

Effective Date of QASP: Insert and update as QASP is revised

AAS QASP Template version 2/14/2024 Page 1 of 29

Table of Contents

Tailor the Table of Contents to align with the Section naming/numbering in the QASP.

1.0 - General Instructions 1

2.0 - Purpose 2

2.1 – Performance Management Approach 2

2.1.1 – Performance Management Strategy 3

2.2 - Scope of this QASP 3

2.2.1 – Description of the Contractual Effort 3

2.2.2 – Surveillance of the Indefinite Delivery Vehicle Effort 4

3.0 - Roles and Responsibilities 4

3.1 - Contracting Officer (CO) 4

3.2 - Contracting Officer’s Representative (COR) 4

3.3 - Client’s Technical Point of Contact (TPOC) (For contracts with a designated TPOC) 5

3.4 - GSA Project Manager (PM) (For contracts with a separate GSA PM and COR only) 5

4.0 - Surveillance Procedure 5

4.1 - The Performance Requirements Summary (PRS) 5

4.2 - The Quality Assurance Monitoring Form (QAMF) 7

4.3 - The Client Complaint Investigation Form 7

4.4 - The Quarterly COR Report 8

5.0 - Attachments 8

5.1 - Attachment 1, Template Memorandum for Documenting Surveillance at Contract Level 8

5.2 - Attachment 2, Template Memorandum for Documenting Surveillance at Order Level 9

5.3 - Attachment 3, QAMF Template 11

5.4 - Attachment 4, Client Complaint Investigation Form Template 15

5.5 - Attachment 5, Corrective Action Plan Template 16

AAS QASP Template version 2/14/2024 Page 2 of 29

1.0 - General Instructions This Quality Assurance Surveillance Plan (QASP) establishes the process for surveillance of contract performance in support of Pension Benefit Guaranty Corporation requirement for services, as detailed in the Performance Work Statement (PWS) for Budget Department

Management System (BDMS) SImplementation & Support Services.

This QASP has been completed in partial fulfillment of requirements established under Federal

Acquisition Regulation (FAR) Part 46. It details the surveillance roles and responsibilities of the contract administration team and describes the specific contract elements subject to surveillance.

Further, this QASP establishes the methods of surveillance to be employed, as well as the frequency and timing of that surveillance. The documentation produced through implementation of this QASP will serve to inform the Quarterly Contracting Officer’s Representative (COR)

Report in accordance with the Federal Acquisition Service (FAS) Policy and Procedure (PAP)

Memo 2020-03, and as implemented via the associated ASSIST Quarterly COR Report module, as well as the applicable Contractor Performance Assessment Report (CPAR). This QASP is filed under Tab 47, Surveillance, of the Electronic Contract File (ECF), and the surveillance documents produced in accordance with this QASP are filed as described in the applicable sections below. In short, this QASP establishes what must be surveilled, how it must be surveilled, and when surveillance must occur. Note: The format of the Quarterly COR Report is provided for via a template that is separate from this document.

This QASP is effective as of the date on the cover and supersedes all previous versions. In the instance of a conflict between this QASP and the associated contract, the contract shall prevail.

2.0 - Purpose The purpose of the QASP is to describe the systematic methods used to monitor performance and to identify the required documentation and resources to be employed. The QASP provides a means for evaluating whether the contractor is meeting the performance standards or quality levels identified in the PWS, and for ensuring that the Government pays only for the level of services received.

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 (QA) documentation requirements, describes the analysis of QA monitoring results, and provides a Performance

Requirements Summary (PRS).

The contractor is responsible for implementing and delivering performance that meets contract standards using its Quality Control Plan (QCP). The QASP provides the structure for the

Government’s surveillance of the contractor’s performance and their QCP to assure they meet contract standards. It is the Government’s responsibility to be objective, fair, and consistent in evaluating contractor performance.

AAS QASP Template version 2/14/2024 Page 3 of 29

The QASP is not part of the contract, and it is not intended to duplicate the contractor’s QCP.

This QASP is a living document. Flexibility in the QASP is required to allow for an increase or decrease in the level of surveillance necessary based on contractor performance.

2.1 – Performance Management Approach 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 General Services

Administration (GSA) 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.

Performance management represents a significant shift from the more traditional QA concepts in several ways. Performance management focuses on assessing whether outcomes are being achieved and to what extent versus scrutiny of compliance with the processes used to achieve the outcome. A performance-based approach facilitates the contractor providing an innovative solution within the stated constraints that gives the Government the opportunity to receive outstanding results. 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.

2.1.1 – Performance Management Strategy

The contractor shall be responsible for the quality of all work performed. The contractor measures that quality through the contractor’s own Quality Control (QC) program. QC is applicable to all work performed under the contract and accordingly, for any contract featuring a prime contractor/subcontractor arrangement, the prime contractor’s QC program must also address how it will ensure the quality of all work that its subcontractors perform. The contractor’s QCP shall set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the

PWS. The contractor shall develop and implement a performance management system with processes to assess and report its performance to the designated Government representative. This

QASP enables the Government to take advantage of the contractor’s QC program.

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 utilize performance data generated through surveillance in accordance with this QASP to manage contractual performance. Specifically, the

Government will complete regular evaluations of contractor performance in accordance with the

PRS. The Government will document those evaluations using the Quality Assurance Monitoring

Form (QAMF) and the aforementioned Quarterly COR Report. These evaluations will inform the contractor’s rating in the applicable CPAR. Additionally, regular evaluations may lead to action

AAS QASP Template version 2/14/2024 Page 4 of 29 by the Contracting Officer (CO), including, but not limited to, demands for Corrective Action

Reports by the contractor, the issuance of Cure Notices, or the issuance of Show Cause letters. In summary, the surveillance completed and documented through implementation of this QASP will have real and meaningful impact upon the performance of the contract.

2.2 - Scope of this QASP

This section of the QASP describes the contractual effort to which the QASP applies.

Additionally, this section addresses any applicable and special concerns, to include surveillance under Indefinite Delivery contracting methods.

2.2.1 – Description of the Contractual Effort

PBGC’s Budget Department, Budget Liaison Officers (BLOs), and Department Directors across

PBGC use BDMS for formulating, approving, and the overall management of the budget process. BDMS is a cloud-hosted Software as a Service (SaaS) application using the OneStream software platform. The Budget Department Management System (BDMS) is used for the budget formulation process and projecting personnel compensation and benefit (PC&B) costs for employees. A successful contractor must possess end-to-end understanding of both the domain expertise of federal budget formulation and execution and translating that understanding into the capabilities of the OneStream product while maximizing the COTS capabilities. PBGC requires

100% support from a certified OneStream product partner.

2.2.2 – Surveillance of the Indefinite Delivery Vehicle Effort

Surveillance for this contract is performed at the order level. Accordingly, the associated memorandum documenting this will be filed in Tab 47 of the ECF of the base contract.

Attachment 2 and additional surveillance documentation for this contract will be completed and filed in Tab 47.

3.0 - Roles and Responsibilities This section of the QASP specifies the roles and responsibilities of the applicable individuals regarding contract surveillance.

3.1 - Contracting Officer (CO)

The CO is responsible for monitoring contract compliance, contract administration, and cost control and for resolving any differences between the observations documented by the COR and the contractor. The CO will typically designate one full-time 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 said individuals must be identified and designated by the CO.

Assigned CO: Larry Allen

Organization or Agency: General Services Administration

Email: larry.allen@gsa.gov

Phone: 817-269-7205

AAS QASP Template version 2/14/2024 Page 5 of 29

3.2 - Contracting Officer’s Representative (COR)

The COR is designated in writing by the CO to act as their authorized representative to assist in administering a contract. 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 contract price, terms, or conditions shall be referred to the CO for action. The COR will have the responsibility for completing QAMFs used to document the inspection and evaluation of the contractor’s work performance. Additionally, the COR is responsible for completing the Quarterly COR Report per the established template and ensuring that completed reports are filed in Tab 47 of the ECF. Government surveillance may occur under the inspection of services clause for any service relating to the contract.

Assigned COR: Bowen Zhang

Organization or Agency: Pension Benefit Guaranty Corporation

Email: zhang.bowen@pbgc.gov

Phone: 202-229-3759

3.3 - Client’s Technical Point of Contact (TPOC)

The CO may designate a TPOC for the technical administration of the contract. As a representative of the requiring activity, the TPOC may perform or assist in monitoring and assessing the contractor’s performance under the requirements of the PWS); inspecting and recommending acceptance of deliverables; reviewing invoices and recommending approval of payments; providing guidance and clarification of technical requirements, security-related issues, and Information Technology (IT) access.

The TPOC is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf which will:

a. Cause the contractor to perform work outside the scope of the contract.

b. Constitute a change as defined in FAR 52.243-1.

c. Cause an increase or decrease in the price of the contract.

d. Alter the period of performance or delivery dates.

e. Change any of the other express terms or conditions of the contract.

Assigned Client’s TPOC: Lisa Marfori

Organization or Agency: Pension Benefit Guaranty Corporation

Email: Marfori.Lisa@pbgc.gov

Phone: (insert phone number)

3.4 - GSA Project Manager (PM)

The GSA PM will rely on the COR and the TPOC to perform the on-site monitoring of the contractor. The GSA PM will stay in close contact with the COR and the TPOC in monitoring the contractor’s performance. The PM is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. Any changes that the

AAS QASP Template version 2/14/2024 Page 6 of 29 contractor deems may affect contract price, terms, or conditions shall be referred to the CO for action.

Assigned GSA PM: Alice Morrow

Organization or Agency: General Services Administration

Email: alice.morrow@gsa.gov

Phone: 720-763-0462

4.0 - Surveillance Procedure

4.1 - The Performance Requirements Summary (PRS)

The PRS is the “heart” of quality surveillance. The tasks, performance standards, and Acceptable

Quality Levels (AQLs) in the matrix below are established in the contract PWS. The method of surveillance and frequency of surveillance are established by this QASP, and CPAR factors applicable to each task are annotated in this QASP PRS. These parameters have been chosen to ensure that contract surveillance supports and documents contractor performance.

The following provides a description of each column of the QASP PRS matrix.

a. Task: The tasks established in this QASP PRS are derived from those established in the contract PWS. The task provides a description of the work to be surveilled, as well as a

PWS citation that associates the task with specific requirements.

b. Performance Standard: Performance standards established in the QASP PRS are derived from those established in the contract PWS. The performance standard describes the expected level of performance associated with a task.

c. Acceptable Quality Level (AQL): AQLs established in the QASP PRS are derived from those established in the contract PWS. The AQL provides a specific metric to allow the

Government to determine whether contractor performance regarding a task is acceptable.

For the purposes of this QASP, meeting the AQL for a task is commensurate with

Satisfactory performance. Failure to meet an AQL constitutes Marginal or Unsatisfactory performance, depending upon the degree to which the AQL has been breached.

Exceeding the AQL may constitute Very Good or Exceptional performance, but only if the Government realizes specific benefits, such as a higher quality deliverable or a reduction in contract cost. The IPT should exercise care when determining the AQL, and should avoid establishing perfection as the standard except in the rare instance when perfection is required.

d. Method: This QASP PRS establishes the method of surveillance for each task in the PRS matrix. The appropriate method is one that successfully compares the observed performance with both the performance standard and the AQL. Typical methods include

100 percent inspection, random sampling, periodic sampling/inspection, and customer/client feedback. However, the method selected is not necessarily limited to these options. Rather, the method selected may be tailored to a task to successfully determine whether observed performance meets the established standard and AQL. A best practice is to establish in the description of the method the individual(s) responsible

AAS QASP Template version 2/14/2024 Page 7 of 29 for the surveillance (the “who”) as well as “how” surveillance will be accomplished. The contract COR will utilize the QAMF, Section 4.2, established in this QASP to document completion of surveillance in accordance with the method described.

e. Frequency: This QASP PRS establishes the frequency of surveillance for each task in the

PRS matrix. The frequency of surveillance must be tailored with respect to the task, performance standard, AQL, and method. The contract COR will utilize the QAMF to document the date on which surveillance occurred to demonstrate compliance with the frequencies established in this QASP PRS. For example, a monthly status report to be surveilled via 100 percent inspection must be completed monthly.

f. Applicable CPAR Factor(s): This QASP PRS associates each surveillance activity with an applicable CPAR factor. Regular assessment of contractor performance using the

CPAR Factors established in FAR 42.1503(h)(4) (e.g., Exceptional, Very Good) will support CPARs completed either annually, or at the conclusion of performance. IPTs should consult FAR 42.1503(h)(4) when determining which CPAR factors are applicable to a particular task and the associated surveillance.

Figure 1: The QASP PRS Matrix

AAS QASP Template version 2/14/2024 Page 8 of 29

AAS QASP Template version 2/14/2024 Page 9 of 29

TASK PERFORMANCE

STANDARD

ACCEPTABLE

QUALITY

LEVEL (AQL)

METHOD of Surveillance

FREQUENCY APPLICABLE

CPAR

FACTOR(S)

1 Project is delivered at or below cost. (SOO

Section V.2)

Project is delivered at or below cost.

Yes/No. COR review Monthly Cost control

2 Maintain high customer satisfaction with training

(SOO Section

V.5)

Customer

Satisfaction with

Training.

Survey results.

4/4

Exceptional, 3/4

Acceptable, 2/4 (and below) unacceptable

TPOC

Review/post-training survey results

Post training Customer

Satisfaction

3 Project has/adheres to PgM/PM plans (SOO

Section V.2)

All program and project management plans are adhered to.

All project plans include a communications plan

Acceptable:

Project has/adheres to

PgM/PM plans

Unacceptable:

Project does not have/adhere to plans

COR review Periodic Management

4 Contract administratio n (IDIQ)

Adherence to terms and conditions of contract, including key personnel changes, corrective action plans, timeliness of submitting invoices to

PBGC

Yes/No COR

Surveillance

Monthly

(invoices), quarterly for other administratio n

Management

AAS QASP Template version 2/14/2024 Page 10 of 29

5 All personnel have requisite skill sets and qualifications.

All personnel meet established clearance requirements.

(SOO Section

VI.3)

Staffing resources are deployed (and redeployed as necessary) to ensure adequate personnel and skill levels are available to perform all required activities.

All personnel have requisite skillsets and qualifications.

All personnel meet established clearance requirements.

Yes/No COR review and customer feedback

Periodic Management

6 Deliverables

(SOO

Section VIII)

All documents and deliverables are thorough, complete, comprehensive

, error-free, and comply with all templates and other guidance.

No deviation without prior

COR

approval.

COR/TPOC

Inspection

Periodic Manageme nt

AAS QASP Template version 2/14/2024 Page 11 of 29

7 Quality of product deployed to production

(SOO Section

V.8)

Measure the quality of product deployed to production based on high severity defects

(with no workarounds) logged after a release.

Acceptable: 0 high defects

Unacceptable:

1 or more high defects.

Track the number of high severity production issues recorded in

HP QC that are related to the implemented requirements deployed into the production environment in the latest application release

Monthly Quality

8 Story

Completion

(SOO Section

V.3)

Calculated as

Accepted Count

/Completed

Story Count.

Exceptional:

>= 0.98

Acceptable: =

0.90 - 0.97

Not

Acceptable:

<= 0.89

Iteration closeout report presented to

PBGC upon iteration completion

Upon iteration completion

Quality

9 Defects captured in each sprint

(SOO Section

V.4)

Calculated as

Total number of defects captured in each sprint.

Exceptional:

>= 0.98

Acceptable: =

0.90 - 0.97

Not

Acceptable:

<= 0.89

Iteration

Closeout

Report presented to

PBGC upon iteration completion

Upon each defined iteration completion

Quality

10 Maintain low percentage of defects discovered in

UAT (SOO

Section V.4)

Measure percentage of defects discovered in

UAT as a percentage of all UAT and SIT defects found in the release.

Exceptional:

<= 15%

Acceptable:

>15% and <=

35%

>35%

Review of defects captured in defect repository.

Monthly Quality

AAS QASP Template version 2/14/2024 Page 12 of 29

11 Conduct testing of the developed software by the contractor team (SOO

Section V.4)

Test cases for the developed requirements along with an updated

Requirements

Traceability

Matrix are built in Azure

DevOps by iteration. Azure

DevOps shows a completed testing at the end of each iteration with all defects addressed. The

Deployment guide is built by the end of each sprint for deployment into

Test if required

Acceptable:

100% compliance on the building of test cases and the updated

RTM. No

Show stopper, High or

Medium defects for the software developed at the end of the iteration.

Azure

DevOps

Reports.

Updated

RTM and

Deployment

Guide documents on

SharePoint or Azure

DevOps

Per Release Quality

12 Ensure appropriate performance testing is planned and executed as part of release by designated end user testers and/or system owners

(SOO Section

V.4)

Test plan for each release identifies release items that require performance testing and provides a high-level description of performance tests required.

Acceptable:

Appropriate performance testing is planned and executed as part of release.

Performance testing not addressed in test plan.

Review of documented test plan and test results.

Per Release Quality

AAS QASP Template version 2/14/2024 Page 13 of 29

13 Appropriate regression testing is planned and executed as part of release.

Testing should be completed by the contractor team and designed end user testers

(SOO Section

V.4)

Test plan for each release will address regression testing and provide a high-level description or list of the components to be regression tested.

Acceptable:

Appropriate regression testing is planned and executed as part of release.

Regression testing not addressed in test plan.

Review of documented test plan and test results.

Per Release Quality

14 Adhering to the OIT risk management process (SOO

Section V.7)

The project adheres to the

OIT Risk

Management process.

Yes/No. TPOC review

Periodic Regulatory

Compliance

15 Comply with

PBGC’s

ITSLCM

(SOO Section

V.7)

All IT programs will comply with PBGC’s

ITSLCM,

including control gates, IT standards, and artifacts.

Yes/No.

PM review

Periodic

Regulatory

Compliance

AAS QASP Template version 2/14/2024 Page 14 of 29

16 Complete the identified number of

Sprints in the allocated schedule

(SOO Section

V.3)

Complete Agile development activities according to the

Release Plan that includes prioritized release backlog, number of

Sprints with durations, ITC

& UAT testing activities and release activities

Acceptable:

Complete the identified number of

Sprints in the allocated schedule.

Inspection of

PBGC's

Project

Management application system of record

Upon iteration completion

Schedule

17 Review of baseline history in

P3M. (SOO

Section V.2)

Releases are delivered on time and within cost per the original baseline.

Exceptional:

No rebaseline required.

Acceptable: 1 rebaseline required.

more than 1 rebaseline required.

Review of baseline history in

P3M.

At end of release

Schedule

18 Deliverables meet the schedule

(SOO

Section V.2)

All deliverables meet the schedule or are delivered sooner.

No more than

2 are late per release. No more than 2 are late per month for other deliverables.

COR

Inspection

Every release or quarterly.

Schedule

AAS QASP Template version 2/14/2024 Page 15 of 29

User

Research

(SOO

Section V.9)

Features and functionality developed should be driven by user insights and data analytics.

Usability testing and other user research methods must be conducted at regular intervals throughout the development process (not just at the beginning or end).

Research plans and artifacts from usability testing and/or other research methods with end users are available at the end of every applicable sprint, in accordance with the

Contractor’s

User Research plan. Must be multiple times per year.

PBGC will manually evaluate the artifacts based on a

User

Research plan provided by the contractor at the end of the second sprint and every applicable sprint thereafter.

Minimum twice per year or as outlined in the User

Research plan provided by the contractor.

Quality

4.2 - The Quality Assurance Monitoring Form (QAMF)

The Government will use the surveillance methods cited in the PRS to determine whether the performance standards and AQLs have been met by the contractor. The COR will document the

Government’s quality assurance surveillance using the monitoring form using Attachment 3, QAMF Template. If the contractor has not met the AQLs, the contractor may be required to develop a Corrective Action Plan (Attachment 5) to show how and by what date it will bring performance up to the required levels.

The COR will upload a copy of the completed QAMF to the ECF via an ASSIST Collaboration as frequently as needed to comply with the PRS. Completed QAMFs will be uploaded to ECF

Tab 47, Surveillance.

4.3 - The Client Complaint Investigation Form

Performance management drives the contractor to be customer-focused through initially and internally reviewing the quality of performance. When a customer complaint arises, a customer may use the Client Complaint Investigation Form (Attachment 4). Valid customer complaints must clearly set forth the detailed nature of the complaint, must be in writing and signed, and must be forwarded to the COR. The COR will investigate the complaint, using the Client

Complaint Investigation Form and will inform the contractor of the complaint. If corrective actions have been taken or are planned, the COR may document in the Contract Corrective

Action Plan (Attachment 5).

AAS QASP Template version 2/14/2024 Page 16 of 29

4.4 - The Quarterly COR Report

A Quarterly COR report must be completed in accordance with FAS PAP 2020-03, and the controlling COR SOP. CORs should refer to the AAS Template for the quarterly COR report, which is provided for by way of a separate document. Regular completion of the QAMF will support completion of the Quarterly COR Report, and inform its contents.

Timing for completion and filing of the Quarterly COR Report is dependent upon the award date of the applicable contract or order. As this order was awarded on September 06, 2024, Quarterly

COR Reports associated with this QASP will be completed by the final days of December, March, June, and September.

Each Quarterly COR Report will be completed in accordance with the instructions provided in this with FAS PAP 2020-03 and filed under Tab 47, Surveillance, of the ECF.

AAS QASP Template version 2/14/2024 Page 17 of 29

5.0 - Attachments

5.1 - Attachment 1, Template Memorandum for

Documenting Surveillance at Contract Level

[TEMPLATE FOUND ON FOLLOWING PAGE]

AAS QASP Template version 2/14/2024 Page 18 of 29

MEMORANDUM TO FILE

File completed memorandum in Tab 47 of each applicable order.

DATE: Insert Date

FROM: Insert Name, Contracting Officer’s Representative (COR), Insert Customer

Support Center/COR Organization

SUBJECT: Surveillance for Orders under (Insert Award PIID) Performed at Contract Level

a. This memorandum documents the performance of contract surveillance at the contract level for the subject contract. See the Quality Assurance Surveillance Plan (QASP) filed in Tab 47 of the contract level Electronic Contract File (ECF) for details.

b. Surveillance products (e.g., deliverables, inspection reports) pertaining to contract surveillance are documented in accordance with the contract level QASP.

Insert Name Date

COR

(Insert organization)

AAS QASP Template version 2/14/2024 Page 19 of 29

5.2 - Attachment 2, Template Memorandum for

Documenting Surveillance at Order Level

AAS QASP Template version 2/14/2024 Page 20 of 29

MEMORANDUM TO FILE

File completed memorandum in Tab 47 of base contract.

DATE: Insert Date

FROM: Insert Name, Contracting Officer’s Representative (COR), Insert Customer

Support Center/COR Organization

SUBJECT: Surveillance for Orders under (Insert Award PIID) Performed at Order Level

a. This memorandum documents the performance of contract surveillance at the order level for the subject contract. See the Quality Assurance Surveillance Plan (QASP) filed in Tab

47 of the order level Electronic Contract File (ECF) for details.

b. Surveillance products (e.g., deliverables, inspection reports) pertaining to contract surveillance are documented in accordance with the order level QASP.

Insert Name Date

COR

(Insert organization)

AAS QASP Template version 2/14/2024 Page 21 of 29

5.3 - Attachment 3, QAMF Template

AAS QASP Template version 2/14/2024 Page 22 of 29

QUALITY ASSURANCE MONITORING FORM

Quality Assurance Monitoring Form

Contract Number: INSERT CONTRACT NUMBER Task Order

Number:

INSERT TASK ORDER NUMBER OR N/A

Contractor: INSERT CONTRACTOR NAME COR: INSERT COR

Surveillance Period: INSERT DATES

TASK

PWS

CITATION

PERFORM

ANCE

STANDARD

ACCEPTABL

E QUALITY

LEVEL (AQL)

METHOD

OF

SURVEIL

LANCE

FREQUENCY

DATE OF

MONITORING

CONTRACTOR

MET AQL

SUPPORTING

NARRATIVE

Insert ALL

Tasks from PRS matrix in Section 4.1

Insert PWS citation

Insert

Performance

Standard from PRS matrix in

Section 4.1

Insert AQL from

PRS matrix in

Section 4.1

Insert

Method of

Surveillanc e from PRS matrix in

Section 4.1

Insert

Frequency from PRS matrix in

Section 4.1

Insert the date(s) monitoring occurred or N/A if monitoring was not required for this task during the surveillance period.

Select Yes, No, or

N/A if monitoring was not required for this task during the surveillance period.

Provide a narrative of contractor performance or

N/A. Include specific examples or analysis if the

AQL was not met.

Reference any other supporting documentation and its location in the contract file, if applicable.

Narrative should provide ratings for the applicable

CPAR factors.

AAS QASP Template version 2/14/2024 Page 23 of 29

5.4 - Attachment 4, Client Complaint Investigation Form

Template

AAS QASP Template version 2/14/2024 Page 24 of 29

CLIENT COMPLAINT INVESTIGATION FORM

Service: (Insert a brief description of the service that is being reviewed)

Surveillance Period: (Insert date/time of the surveillance period) Month XX, 20XX through

Month XX, 20XX

Date/Time that Complaint was Received: (Insert date/time) Month XX, 20XX at 11:00 am

Eastern Time (ET) (modify based on actual time that complaint was received)

Source of Complaint: (Insert information regarding the source of the complaint)

Name: _____________________________________________________

Organization or Agency: _______________________________________

Email Address: ______________________________________________

Phone Number: ______________________________________________

Nature of Complaint: (Insert a description of the nature of the complaint)

AAS QASP Template version 2/14/2024 Page 25 of 29

Result of the Investigation: (Insert a summary of the results of the complaint investigation)

Date/Time that Contractor was Informed of Complaint: (Insert date/time) Month XX, 20XX at

11:00 am ET (modify based on actual time that service provider was informed)

Prepared by: ______________________________ Date: _______________

Received by: ______________________________ Date: ________________

AAS QASP Template version 2/14/2024 Page 26 of 29

5.5 - Attachment 5, Corrective Action Plan Template

AAS QASP Template version 2/14/2024 Page 27 of 29

Contract Corrective Action Plan

A. Administrative Information

Contract Number/Task Order Number:

Report Number:

Issue to (Contractor, Name, Title):

Issue by (COR):

Date of Issue:

Area of Concern (PWS Section, PRS #):

Suspense Date:

B. Description of Area of Concern (Describe in Detail and Ref. PWS (choose one)

Section)

Finding 1

Impact

Finding 2

Impact

C. Contractor Response

Insert a written Corrective Action Plan that details the corrective action of the Areas of Concern cited. Include the cause and actions taken to prevent recurrence by Suspense Date.

D. Government Response and Actions Taken

COR Response to Contractor Corrective Action Plan and Action Taken to Prevent Recurrence -

Indicate Acceptance, Partial Acceptance, Rejection with Rationale.

AAS QASP Template version 2/14/2024 Page 28 of 29

Insert CO Action: (If applicable, reduced payment, cure notice, show cause, other)

E. Closeout

Name, Title Signature Date

Contractor Notified

Client Representative

COR/CO