Attachment_3B_Revised_QASP_Clean_Amendment_0004.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

United States Merchant Marine Academy (USMMA)

Off Campus Laundry Service Solicitation No. 6923G226Q000026

Revised for Amendment 0004

Amendment 0004 Issuance Date: August 18, 2026

ATTACHMENT 3B - REVISED QASP (CLEAN VERSION) - AMENDMENT 0004

TABLE OF CONTENTS

1 INTRODUCTION

1.1 Purpose

1.2 Performance Management Approach

1.3 Performance Management Strategy

2 ROLES AND RESPONSIBILITIES

2.1 The Contracting Officer

2.2 The Contracting Officer’s Representative

3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

4 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

4.2 Customer Feedback

4.3 Acceptable Quality Levels

5 QUALITY ASSURANCE DOCUMENTATION

5.1 The Performance Management Feedback Loop

5.2 Monitoring Forms

6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

6.1 Determining Performance

6.2 Reporting

ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

(QASP)

1. Introduction This Quality Assurance Surveillance Plan (QASP) describes the methods the Government will use to assess contractor performance under the Performance Work Statement (PWS) for USMMA Off-Site Laundry Services. The QASP is a surveillance document and does not modify the contractor’s obligations under the PWS or other terms of the contract.

1.1 Purpose

The purpose of this QASP is to identify performance objectives, standards, acceptable quality levels (AQLs), surveillance methods, and documentation used by the Government to determine whether required service levels are being achieved.

1.2 Performance Management Approach

The contractor is responsible for the quality of all work performed, including work performed by subcontractors. The contractor shall maintain an effective quality-control process addressing timeliness, cleanliness, responsiveness, customer satisfaction, reporting, and correction of deficiencies. Government surveillance does not relieve the contractor of responsibility for full compliance with the contract.

2. Roles and Responsibilities

2.1 Contracting Officer

The Contracting Officer (CO) is the only person authorized to modify contract price, scope, schedule, terms, or conditions. The CO is responsible for contract administration and resolution of contractual matters.

2.2 Contracting Officer’s Representative

The COR performs technical administration and surveillance within the limits of the written designation. The COR may inspect services, review reports, document deficiencies, receive customer feedback, and recommend corrective action. The COR may not authorize contractual changes.

3. Performance Standards and Acceptable Quality Levels The PWS establishes the contractual performance requirements. The AQLs below are surveillance thresholds used to assess performance; they do not grant permission to disregard individual PWS requirements or revise the delivery schedule.

4. Surveillance Methods

• Review of contractor daily and monthly usage records.

• Monthly review of turnaround-time results and reported service deficiencies.

• Direct observation of pickup, delivery, sorting, and on-site retrieval-monitoring activities.

• Review and investigation of signed, written customer complaints and other documented feedback.

• Daily status monitoring during the annual freshman Indoctrination period, as appropriate.

5. Customer Feedback and Incidents A substantiated incident is a documented complaint involving missing, damaged, delayed, or improperly processed laundry that the COR determines is supported by available facts. Complaints should clearly describe the issue and be submitted to the COR.

The contractor shall investigate and address complaints through its dispute-resolution and corrective-action processes. More than eight substantiated incidents in a month is unacceptable under the PWS.

6. Documentation and Corrective Action The COR will maintain surveillance records supporting performance assessments. When performance does not meet a required standard or AQL, the Government may require the contractor to identify the cause, provide a corrective-action plan, and demonstrate timely correction. Any contractual remedy will be administered by the CO under the contract terms and applicable law.

ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY

Required Service

Performance Standard

AQL

Surveillance

Documentation

Routine turnaround

Return laundry within 48 hours of pickup; Saturday pickups by 8:00 a.m. Tuesday.

At least 90% of routine returns completed within 48 hours during each monthly surveillance period.

Monthly record review and customer feedback.

Pickup/delivery records; COR surveillance file.

Monthly usage report

Submit daily bag-count and weight data within six business days after month end.

95% of required monthly reports received timely and complete.

Monthly report review.

Contractor report; COR checklist.

Freshman Indoctrination service

Two campus visits per day, Monday-Saturday, with the accelerated turnaround in PWS Section 8.2.

99% of scheduled visits and required accelerated returns completed during the

Indoctrination

Daily monitoring during the

Daily status records; COR surveillance file.

Finished-laundry quality Laundry returned clean, sanitary, thoroughly dried, folded, and separated from soiled items.

At least 95% of observed deliveries conform during each monthly surveillance period.

Observation, inspection, and customer feedback.

Inspection notes and complaint records.

On-site retrieval monitoring Continuous on-site staffing from 8:00 a.m. to 4:30 p.m., Monday-Friday.

At least 95% of required monitored hours staffed during each monthly surveillance period.

Observation and review of staffing records.

Attendance/staffing record; COR notes.

Complaints and loss/damage resolution

Investigate and resolve substantiated complaints;

reimburse lost/damaged items at replacement cost.

No more than eight substantiated incidents per month; 100% of substantiated incidents documented and addressed.

Complaint review and trend analysis.

Complaint log; resolution documentation.