Attachment_2,_QASP.pdf

Training Support Services

Attachment 2

Quality Assurance Surveillance Plan

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

TRAINING SUPPORT SERVICES

1. INTRODUCTION

This Quality Assurance Surveillance Plan has been developed to evaluate Contractor performance while implementing the Performance Work Statement (PWS). It is designed to provide an effective surveillance method for monitoring and evaluating the Contractor’s performance for the requirements listed in the PWS.

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. In this contract, the quality control program is the driver for service quality. The Contractor is required to develop a comprehensive program of inspections and monitoring actions. The major step to ensuring a “self-correcting” contract is to ensure that the quality control program approved at contract award provides the measures needed to lead the Contractor to success. Once the quality control program is approved, careful application of the process and standards presented in the remainder of this document will ensure a quality program.

2. OBJECTIVE

This plan provides a quality surveillance strategy for training support services to be performed at the Department of Homeland Security (DHS)/Federal Emergency Management Agency (FEMA)/Center for Domestic Preparedness (CDP), located at Anniston, Alabama. The primary intent of the plan is to provide a basis of the Contracting Officer’s Representative (COR) evaluation of performance quality.

Oversight of Contractor performance will assure quality performance. The plan will also afford the COR and Contracting Officer a productive mechanism to preclude major deficiencies in performance, provide input for annual contractor past performance evaluations, and make the determination of exercising of contract options.

3. PERFORMANCE INDICATORS (MEASURES).

Surveillance of contractor performance will be performed by the appointed Contracting Officer’s Representative (COR) and the Contracting Officer based on the surveillance methodologies identified in the Performance Requirements Summary (PRS). The following primary task areas of the Performance Work Statement (PWS) will be the basis from which all surveillance will originate:

3.1 Student Services

3.2 Outreach Programs

3.3 Travel Support

3.4 Classroom and Material Support

3.5 Record Maintenance, Automated Document, and Record Analysis

3.6 Student Transportation Services/Class Stewardship/Operators

3.7 Work Order Procedures

4. EVALUATION METHODS

The COR efforts will primarily be based on verification and monitoring of the Contractor’s performance. The Government will use a variety of surveillance methodology and techniques to validate the contractor’s compliance. The COR, assisted by other Government representatives, will perform evaluations based on each of the indicators stated in section 3 of this plan. The listed methods of surveillance in section 6 of this plan shall be used in the administration of this QASP.

5. PERFORMANCE REQUIREMENT SUMMARY

5.1 Lists the specific section in the PWS that the government will evaluate. The absence of any contract requirement from the PRS shall not detract from its enforceability or limit the rights or remedies of the government under any other provision of the contract.

5.2 Lists the service to be performed.

5.3 Lists the standard of performance for each specific service.

5.4 Lists the surveillance methods the government will use to evaluate the contractors performance in meeting the requirements of the contract.

6. SURVEILLANCE METHODS

6.1 The Government’s quality assurance procedures are based in part on attribute sampling of the recurring critical products of the contract using the concepts of MIL STD 105E sampling procedures and ANSI/ASQC Z1.4 sampling procedures and tables for inspection by attributes.

6.2 The Random Sampling method will be used for recurring service output items (daily, weekly, monthly, quarterly, semiannually, annually or as required) as determined necessary to assure a sufficient evaluation of contractor performance.

6.3 The 100% Inspection Method will be used for those tasks that occur infrequently and cannot be random sampled because the sample size for a small lot may exceed the lot size. Also the tasks may have a stringent performance requirement where safety or health may be a concern.

6.4 Periodic surveillance. Sometimes called sampling, consists of the evaluation of tasks selected on other than 100 percent or random sample basis. It is appropriate for tasks that occur infrequently and where 100 percent inspection is neither required nor practicable. A predetermined plan for inspecting part of the work is established using subjective judgment and analysis of agency resources to decide what work to inspect and how frequently to inspect it. There will be periodic surveillance of output items as determined necessary to assure a sufficient evaluation of contractor’s performance.

6.5 Customer complaints/Input. This is not a primary method, but it is a valuable supplement to more systematic methods. For example, in a case where random sampling indicates unsatisfactory service, customer complaints can be used as substantiating evidence. In certain situations where customers can be relied on to complain consistently when the quality of performance is poor, e.g., dining facilities, building services;

customer surveys and customer complaints may be a primary surveillance method.

"This Quality Assurance Surveillance Plan is not intended to interfere with Contractor's status as an 'independent contractor' under the law, nor is it intended in any way to supplant the Contractor's responsibility for the day-to-day control and management of its own personnel and other resources for which it is ultimately responsible."

FEMA CENTER FOR DOMESTIC PREPAREDNESS (CDP) STUDENT SUPPORT SERVICES

PERFORMANCE REQUIREMENTS SUMMARY (PRS)

PERFORMANCE WORK

STATEMENT (PWS) TASKS METRIC TYPE

PERFORMANCE STANDARD/

ACCEPTABLE QUALITY LEVELS

(AQL) MONITORING METHOD

4.3.4 The contractor shall conduct an

annual 100% physical inventory of all GFE including any GFE in the custody if a subcontractor.

Quality Reports are complete and accurate 95% of the time

100% Inspection COR reviews report for completion and accuracy

6.1 A written notification of any non-

compliance shall be provided by the contractor by electronic mail to the COR within 24 hours after discovery of the non-compliance.

Quality Reports are complete and accurate 95% of the time

100% Inspection COR reviews report for completion and accuracy

6.8.6 The contractor shall report to the

COR or designee in writing within 24 hours all accidents/incidents occurring while performing work under this contract in accordance with CDP Accident/Incident Reporting Policy.

Quality Reports received are complete and accurate 95% of the time.

100% Inspection COR reviews reports for completion and accuracy.

6.8.6 The contractor shall report to the

COR or designee in writing within 24 hours all accidents/incidents occurring while performing work under this contract in accordance with CDP Accident/Incident Reporting Policy.

Timeliness Reports are received on time 95% of the time

100% Inspection COR reviews reports for timely submission

7.1.1.3 In cases where a paper application

is received, data entry shall be completed for resident training with three (3) working days upon receipt from the Government or designee.

Quality Reports received are complete and accurate 95% of the time.

100% Inspection COR reviews reports for completion and accuracy.

STATEMENT (PWS) TASKS METRIC TYPE

PERFORMANCE STANDARD/

ACCEPTABLE QUALITY LEVELS

(AQL) MONITORING METHOD

7.1.1.3 In cases where a paper application

is received, data entry shall be completed for resident training with three (3) working days upon receipt from the Government or designee.

Timeliness Reports are received on time 95% of the time

Periodic Inspection COR reviews reports for timely submission

7.1.1.7 The contractor shall assemble in-

processing packets for each student attending resident training by COB on the last business day before the week of training is scheduled.

Quality 95% of packets are complete and properly assembled

Periodic Inspection COR inspects in-processing packets

7.1.1.7 The contractor shall assemble in-

processing packets for each student attending resident training by COB on the last business day before the week of training is scheduled.

Timeliness 95% of packets are completed on time Periodic Inspection

7.1.1.15 Graduation packets shall be

assembled by COB of business day prior to graduation.

Quality 95% of graduation packets are complete and accurate

COR inspects graduation packets

7.1.1.15 Graduation packets shall be

assembled by COB of business day prior to graduation.

Timeliness 95% of resident training data entry completed on time.

7.1.14 The contractor shall prepare a

student travel worksheet whenever there is a change in student status within 30 calendar days if the student’s scheduled arrival date.

Quality 95% of student travel worksheets are prepared

COR inspects student travel worksheets

STATEMENT (PWS) TASKS METRIC TYPE

PERFORMANCE STANDARD/

ACCEPTABLE QUALITY LEVELS

(AQL) MONITORING METHOD

7.1.14 The contractor shall prepare a

student travel worksheet whenever there is a change in student status within 30 calendar days if the student’s scheduled arrival date.

Timeliness 95% of student travel worksheets are prepared within 30 calendar days of the student’s scheduled arrival date

7.2.6 Shall maintain a conference calendar

and provide updates as necessary to the COR or designee. Related costing data will be made available when requested.

Quality 95% of conference calendar updates are provided

Periodic Inspection COR inspects conference calendar updates and related costing data

7.3.2 The contractor shall post welcome

packets to the CDP Training Administration System (CTAS) within ten (10) days prior to scheduled travel date.

Quality 95% of welcome packets are complete and accurate

Periodic Inspection COR inspects welcome packets posted on

CTAS

7.3.3.5 Tickets for all confirmed students

shall be secured three (3) work days prior to the class start date through the Government mandated travel agency.

Timeliness 95% of tickets are confirmed within three

(3) work days prior to class start date

COR inspects ticket purchase dates

7.4 Classroom setup shall be completed

NLT one (1) hour prior to scheduled start time

Timeliness 95% of classroom setups are completed Random/Periodic Inspection COR inspects classrooms

7.4.3.2 The contractor shall assemble and

ship packages of administrative materials within two (2) weeks of the scheduled training to arrive NLT three (3) business days prior to training start date.

Quality 95% of packages are complete Random/Periodic Inspection

COR inspects administrative material packages for contents

STATEMENT (PWS) TASKS METRIC TYPE

PERFORMANCE STANDARD/

ACCEPTABLE QUALITY LEVELS

(AQL) MONITORING METHOD

7.4.3.2 The contractor shall assemble and

ship packages of administrative materials within two (2) weeks of the scheduled training to arrive NLT three (3) business days prior to training start date.

Timeliness 95% of packages are shipped to arrive within three (3) business days

COR inspects shipping date/arrival date

7.5.2 The contractor shall archive all

student records with the Electronic Archival System (EAS) within sixty (60) days of resident training course completion and upon receipt of nonresident and indirect training courses.

Timeliness 90% of student record are archived timely Periodic Inspection COR inspects archival date

7.5.2.3 The contractor shall conduct a 100%

audit if all student records comparing hard copies to the EAS and provide data cleanup information for CTAS. The contractor shall submit historical audits as completed, per training type, along with a list of all missing documents.

Quality 90% of student records are compared to EAS records

Random/Periodic COR inspects archived/EAS records

7.6 The contractor shall provide qualified

operators that are licensed in accordance with the Department of Transportation (DOT) and State requirements for all transportation services.

Quality 100% of operators have required licensure 100% Inspection COR inspects operator licensure

7.6.2 The contractor shall schedule

transportation requirements in accordance with class schedules and other related CDP requirements.

Quality 95% of transportation is scheduled per the approved training schedule

COR inspects transportation schedules

STATEMENT (PWS) TASKS METRIC TYPE

PERFORMANCE STANDARD/

ACCEPTABLE QUALITY LEVELS

(AQL) MONITORING METHOD

7.6.3.3 On scheduled student arrival days, the contractor shall setup a reception area at the negotiated space at the Atlanta Airport, South Terminal Baggage Area to provide courtesy information for student responders one hour prior to the first flight arrival and remain there until all students have arrived.

Timeliness 100% onsite inspection 100% Inspection COR performs onsite inspection

7.6.4.5 The contractor shall provide after-

hours duty operators from 5:00 p.m. thru 10:00 p.m. (Sunday thru Friday) for activities within a 15-mile radius of the

CDP.

Timeliness/Quality 100% onsite inspection 100% Inspection COR performs onsite inspection

7.7 The contractor shall provide an initial

price/cost estimate, schedule, and work plan for each work order proposal request generated by the COR. Work Order Cost estimates, schedule, and work plans shall be provided within five (5) business days of request for routine work order and within eight (8) hours for urgent work orders. Urgent work must commence immediately upon COR approval.

Timeliness/Quality 100% inspection of all work order proposals, timely submission dates and work order classifications

100% Inspection COR performs inspection

8.1 Technical Progress Report due NLT

the 10th day of each month Timeliness/Quality 100% inspection of report/timeliness

100% Inspection COR reviews reports for completion, accuracy and timeliness

8.4 The contractor shall provide

deliverables per PWS requirements.

Timeliness/Quality 100% inspection of reports/timeliness 100% Inspection

COR reviews for completion, accuracy and timeliness