Draft_Attachment_2_QASP.pdf

Attachment 2

Performance Management

Commercial Platforms Initiative Proof of Concept

General Services Administration

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: Dominic Lackey

Organization or Agency: General Services Administration, Federal Acquisition Services, General Supply and Services, Internal and Emergency Division

Telephone: 202-501-2272 Email: dominic.lackey@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: Sarah Duncan

Telephone: 202-501-1569 mailto:dominic.lackey@gsa.gov

Email: Sarah.Duncan@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: TBD

Telephone: TBD

Email: TBD

d. Other Key Government Personnel:

Title: 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

b. Task Manager

c. Other Contractor Personnel mailto:Sarah.Duncan@gsa.gov

4. PERFORMANCE STANDARDS

The required performance standards are included in the Performance Requirements

Summary table included in Section 5 below.

5. PERFORMANCE REQUIREMENTS

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

Performance Requirements Summary

Required

Service

Performance

Standard Acceptable

Quality

Levels

Method of

Surveillance

Incentive

Account management

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Performance

Eligibility.

Negative: Potential

Cancellation

Search and

Filtering

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Product

Categories

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Product

Descriptions and

Metadata

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Ratings and

Reviews

Performed in accordance with the

TBD Random sample review by

CO/CS/COR;

Positive: Continued

Statement of

Objectives

Customer complaints/feedback, customer surveys

Product

Availability

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Customer

Service

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Order

Management

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Returns, Refunds, Exchanges

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Compliance and

Portal

Management

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Documentation of Competitive

Review

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

3rd Party

Supplier

Management

Performed in accordance

TBD Random sample review by

CO/CS/COR;

Positive: Continued with the

Statement of

Objectives

Customer complaints/feedback, customer surveys

Small Business

Identification

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

AbilityOne and

ETS items

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Federal Prison

Industries

(FPI)/UNICOR

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Environmentally-

Friendly

Products

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Cybersecurity

Capabilities

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Quality

Assurance and

Warranties

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Order-Level

Requirements

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Spend Data and

Analytics

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Data Extracts Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Data Analytics Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Catalog Data

Access and

Analytics

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Restrictions on

Contractor’s Use of Data

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Pricing Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Price

Comparison

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Government

Purchase Cards

Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Tax Exemption Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

Fee remittance Performed in accordance with the

Statement of

Objectives

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

System Access e-marketplace shall be available 24 hours a day seven days a week with no down time.

TBD Random sample review by

CO/CS/COR;

Customer complaints/feedback, customer surveys

Positive: Continued

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 (provided by the portal provider) 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 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:

POSITIVE

Performance significantly exceeds contract requirements to the

Government’s benefit.

NEUTRAL:

Performance meets contractual requirements.

NEGATIVE

OUTCOME:

Performance does not meet contractual requirements.

13. DOCUMENTING PERFORMANCE

The CO, CS, or COR will be documenting performance using Attachment 1 with the ratings listed above in Section 10.

Attachment 1, Performance Assessment Report (PAR)

PERFORMANCE ASSESSMENT REPORT (PAR)

For Check Blocks, enable and lock Forms Toolbar

Section I. Performance Assessment

1. CONTRACTOR 2. CONTRACT NUMBER 3. TYPE OF

SERVICES

4. FINDING

CATEGORY

No Finding

Minor

Nonconformity

Major

Nonconformity

5. CONTRACT REQUIREMENT 6. SOO REFERENCE

7. PERFORMANCE ASSESSMENT—DESCRIBE CONTRACTOR PERFORMANCE

8. ASSESSING COR GRADE/NAME 9. ASSESSMENT

DATE

Section II. Nonconformities Identified

10. CONTROL NUMBER 11. ISSUING AUTHORITY

GRADE/NAME

12. SUSPENSE DATE

Contracting Officer

13. BRIEF DESCRIPTION OF THE FINDING (Include SOO reference narrative)

14. FINDING IMPACT

15. INSTRUCTIONS TO THE CONTRACTOR: If a suspense date is entered in block 12, respond with a corrective action plan that details the corrective action of the cited nonconformity, the cause of the nonconformity, and actions taken to prevent recurrence. If date was not entered in Block 12, the Contractor is not required to provide a response.

16. COR ASSESSMENT TO CONTRACTOR’S CORRECTIVE ACTION PLAN

17. CONTRACTOR

RESPONSE

18. EVALUATING COR GRADE/NAME 19. CLOSURE DATE

Accepted

Rejected

Attachment 1, Performance Assessment Report (PAR)

INSTRUCTIONS. The PAR is used to document contract performance assessments, to report nonconformities to the contractor and to request correction actions taken by the contractor to prevent recurrence. Instructions are included for blocks not self-explanatory.

SECTION I - PERFORMANCE ASSESSMENT. Use document assessments of contractor performance with SOO requirements. At a minimum, document assessments of Performance Objectives (PO) and Assessment Items (AI) from the

Performance Plan.

Block 4, Finding Category: Check one block only.

No Finding: Performance meets SOO requirements.

Major Finding: A conclusion that identifies a condition that has a significant adverse effect on the quality of the activity under review such as:

1. Failure to meet a Performance Threshold.

2. Significant mission degradation in any Contractor operated function.

3. A situation that is likely to result in hazardous or unsafe conditions for individuals (or any other government resource) coming into contact with the work.

4. Failure to provide adequate corrective action to prevent reoccurrence of government identified findings.

5. Failure of the contractor to provide corrective action to self-identified nonconformities within a reasonable time frame dependent on nonconformity complexity.

6. Any failure to adhere to security regulations resulting in a security incident.

Minor Finding: A departure from established standards having little bearing on service provided. If the same minor finding is repeatedly identified, it may be an indication that a Major Finding has occurred because the Contractor’s quality system has not acted to prevent recurrence. In this case, the Minor Finding may be elevated to the level of a Major Finding and a new PAR initiated.

Block 5, Contract Requirement: Identify contract requirement, i.e., Civil Engineering.

Block 7, Performance Assessment: Enter the particular details and results of the assessment. Detailed results of assessments are required to report and manage contract performance. Avoid Pass/Fail descriptions of contract performance when possible.

SECTION II - NONCONFORMITIES IDENTIFIED. Used to document nonconformities identified during an assessment. Section II is used to notify the contractor of the finding and request corrective action.

Block 10, Control Number: Assigned by the issuing authority. Track all findings with a Control Number containing the first two or three letters of the name of the site or contract - the last two digits of the fiscal year - and a three digit number starting with

001 and progressing upward through the fiscal year. For example, the 1st PAR finding for Peterson for FY10 is: PE-10-001. When the QAM issues a PAR with Findings, the

QAM will use the same format and add a “Q” designator after the last two digits of the fiscal year. For example, PE-10Q- 001.

Block 11, Issuing Authority/Name/Grade: Enter the Grade/Name. The issuing authority for a PAR with Finding is the CO.

Block 12, Response Suspense Date: Enter the date the response is due from the contractor for the cited nonconformity. Normally, this is two calendar weeks unless extenuating circumstances exist. The response suspense date is for initial response from the contractor and not necessarily the complete corrective action plan.

Block 13, Brief Description of the Finding (Include SOO reference): Clearly and briefly, state the details of the finding including the SOO reference and quote.

Block 14, Finding Impact: Enter the impact the finding has, or could reasonably have, on mission accomplishment.

Block 16, COR Assessment to Contractor’s Corrective Action Plan: Indicate if the contractor has corrected the nonconformity and if the preventive actions appear to be sufficient to prevent recurrence.

PAR Continuation Sheet. A PAR continuation sheet may be used to expand upon information in Sections I and II or to document recurring assessments during the contract year. For example, if the performance plan requires the COR to assess a certain

SOO requirement every 30 days, a table of those checks could be developed and inserted into a continuation sheet. This allows the COR to have only one PAR per year generated for each recurring assessment requirement. If nonconformity is identified, complete a separate PAR for that particular finding. For Example:

Example

Contract

Requirement

SOO

Reference Date

Assessed

Date

Due

Detailed results of assessment :

Maintain key control log

PO #

1 Jan 10

1 Feb 10

Key control log maintained in a satisfactory manner. All keys were accounted for.