Attachment_3_QASP_ma.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

Customs and Border Protection (CBP) Leadership Institute (LI) Executive Leadership Training

Services – Harpers Ferry, WV

INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate Contractor actions while implementing this Statement of Work (SOW). The QASP provides a systematic method to evaluate the services the Contractor is required to furnish.

This QASP is based on the premise the Government desires to maintain a quality standard in providing a rigorous graduate level program of study designed to develop a broad perspective on management and leadership issues in a law enforcement organization. The resulting contract is considered the best means of achieving that objective.

PURPOSE

The Contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the contract. The role of the Government is quality assurance to ensure contract standards are achieved.

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 this contract, the quality control program is the driver for product quality. The

Contractor is required to develop a comprehensive program of inspections and monitoring actions. The first major step to ensuring a “self-correcting” contract is to ensure that the quality control program approved at the beginning of the contract provides the measures needed to lead the Contractor to success. This QASP explains the following:

What shall be monitored.

How monitoring shall take place.

Who shall conduct the monitoring.

How monitoring efforts and results shall be documented.

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. Copies of the original QASP and revisions shall be provided to the Contractor and Government officials implementing surveillance activities.

Once the quality control program is approved, careful application of the process and standards presented in the remainder of this document shall ensure a robust quality assurance program.

PERFORMANCE STANDARDS

Performance standards define desired services. The Government performs surveillance to determine if the Contractor exceeds, meets or does not meet these standards. The Performance Requirements

Summary Matrix is incorporated within this QASP to include performance standards and disincentives.

The Government shall use these standards to determine Contractor performance.

TASK SOW REFERENCE STANDARD METHOD OF

SURVEILLANCE

At the end of each training module, Contractor will conduct a thorough evaluation of content and instruction and, in coordination with the Program Manager (PM), make necessary adjustments before the next offering.

Contractor shall follow Kirkpatrick Level 1 modality.

4.4.1 Using a five-point Likert

scale with 1 being the lowest score and 5 being the highest score, the average score for each measured criteria will be at or above a rating of 4.

Content or instructors with an average score below 4 will be removed or replaced.

At contract award, the Contractor and Government will jointly develop the training module evaluation to assess the content and instruction of each module. Contractor shall submit a summary of all program evaluations, along with recommendations for changes, within 10 days of session end date.

Once the program is operational, Contractor will participate in biweekly conference calls with CBP PM to conduct after action analysis and to discuss program improvements and modifications.

At the end of each cohort, Contractor will conduct a thorough evaluation of content, instruction, and program structure, and, in coordination with the PM, make necessary adjustments before the next offering.

Contractor shall follow Kirkpatrick Level 1 modality.

4.4.2 Using a five-point Likert

scale with 1 being the lowest score and 5 being the highest score, the average score for each measured criteria will be at or above a rating of 4.

Content, instructors, or program structure with an average score below 4 will be removed or replaced.

At contract award, the Contractor and Government will jointly develop the cohort evaluation to assess the content, instruction, and program structure of each cohort.

Contractor shall submit a summary of all program evaluations, along with recommendations for changes, within 10 days of cohort end date.

Once the program is operational, Contractor will participate in biweekly conference calls with CBP Program Manager to conduct after action analysis and to discuss program improvements and modifications.

SURVEILLANCE: The Contracting Officer’s Representative (COR) and PM shall use the surveillance methods listed below in the administration of this QASP. Each method listed below applies to all performance standards listed for the specific Task.

a. Direct Observation. Direct observation shall be performed periodically through surveillance of cohorts.

b. Progress or status meetings to be held bi-weekly.

c. Complaints. Complaints from agency personnel shall be passed to the COR for correction.

STANDARD: Performance shall meet or exceed the thresholds as measured for each performance objective. The COR shall notify the contracting officer for appropriate action in accordance with FAR

52.212-4, Contract Terms and Conditions-Commercial Items.

DOCUMENTING PERFORMANCE

a. Acceptable Performance: The Government shall document performance. Any report may become a part of the supporting documentation for any contractual action.

b. Unacceptable performance: When unacceptable performance occurs, the COR shall inform the

Contractor in writing unless circumstances necessitate verbal communication. In any case the COR shall document the discussion and place it in the COR file and provide a copy to the CO.

When the COR determines formal written communication is required, the COR shall prepare a Contract

Discrepancy Report (CDR), and present it to the Contracting Officer (CO). In turn, the CO shall present the CDR to the Contractor’s contracting personnel.

The Contractor shall acknowledge receipt of the CDR in writing. The CDR shall specify if the Contractor is required to prepare a corrective action plan to document how the Contractor shall correct the unacceptable performance and avoid a recurrence. The CDR shall also state how long after receipt the

Contractor has to present this corrective action plan to the CO. The Government shall review the

Contractor's corrective action plan to determine acceptability.

Any CDRs shall become a part of the supporting documentation for any contractual action deemed necessary by the CO.

SURVEILLANCE: The PM and/or COR shall evaluate the services required by each cohort held to ensure complete compliance. /

PROCEDURES: The PM and/or COR shall periodically inspect to ensure Contractor compliance with the appropriate section of the Statement of Work (SOW). The PMCOR shall record results of inspection, noting the date and time of inspection. If inspection indicates unacceptable performance, the COR shall notify the CO of the deficiencies. The CO will notify the Contractor in writing and will request correction of the noted deficiencies within the specified time period. Contractor shall be given notification to correct the deficiencies within a reasonable amount of time, on a case-by-case basis. The CO shall have the final authority on the amount of time the Contractor has to correct the deficiency. The COR shall not issue a receiving report accepting the services for the month in question until all deficiencies have been corrected.

FREQUENCY OF MEASUREMENT: During contract performance, the COR shall periodically analyze whether the negotiated frequency of surveillance is appropriate for the work being performed.

Signature of Offeror / Contractor Signature of COR

Name and Title of Signer (Type or Print)

Date Name of COR (Type or Print) Date