Attachment_9_Quality_Assurance_Surveillance_Plan_(QASP)_2-21-19.pdf

Quality Assurance Surveillance Plan (QASP) FEMA Housing Inspection Services Contract

RFP# 70FB7019R00000008

Dated: 2-21-2019

1. PURPOSE

This Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance of the Housing Inspection Services 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.

2. GOVERNMENT ROLES AND RESPONSIBILITIES

The following personnel shall oversee and coordinate surveillance activities.

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.

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.

Task Monitor –The will monitor activities contained within the Performance Requirements Summary with a primary focus on those Selective Service Performance areas contained within the QASP matrix included in this document. Results of QASP will be submitted to the Contracting Officer Representative for delivery to the contractor post task order release.

3. GOVERNMENT REPRESENTATIVES

The following government personnel shall be provided post award for the purposes of QASP monitoring coordination.

Government Contracting Officer(s) Program Manager Task Monitors Contracting Officer Representative

4. PERFORMANCE STANDARES

Performance standards are included within the Performance Requirements Summary, Attachment #2. The Performance Requirements Summary Matrix, contains specific SSPA’s that are measured during the Task Order and a final measurement is applied at the end of the Task Order Activation period. The Government shall use these standards to determine contractor performance and shall compare contractor performance to the Acceptable Quality Level (AQL).

The document on the following pages contains the specific SSPA’s from the Performance Requirements Summary and is used to complete the end of Task Order final QASP report.

Overall contractor performance is measured on a 100 point declining scale. A final rating is computed as shown in the QASP Evaluation Matrix below.

5. METHOD OF QUALITY SURVEILLANCE

Various methods exist to monitor performance. The COR shall use the surveillance methods listed below in the administration of this QASP.

Direct Observation (QC) The government will conduct periodic field Quality Control inspections throughout the Task Order activation period. The Field Quality Control inspections will compare the actual inspections produced by the Contract Inspectors and the results of the QC re-inspection. The results of the QC re-inspection will be reported back to FEMA and communicated to the Contractor. Errors identified that exceed the threshold contained within Technical Exhibit 17.a shall be returned to the contractor for corrective action.

NEMIS Monitoring (QA) NEMIS generated reports shall be used by FEMA to conduct Quality Assurance reviews.

Non-conforming inspections identified shall be electronically returned to the Contractor as a FEMA Correction.

Customer Complaints Customer complaints are retained by FEMA throughout the contract period. Complaint follow up, timeliness and resolution documents are contained within the Customer Service Performance database. Resolution to complaints are incorporated within SSPA # contained within the Performance Requirements Summary titled “Cooperative Management”.

100% Inspection All inspections completed during the Task Order Activation period are “qualified” and shall adhere to the PRS, the Inspection Guidelines as applicable.

Progress or Status Meetings Weekly conference calls between FEMA and the contractors shall be conducted.

Analysis of Contractor's Progress Reports Contract reporting requirements are contained within the Performance Requirements Summary with instructions of content and verification by government personnel.

6. QASP Evaluation Matrix The evaluation matrix is the template used to identify specific areas that will be measured throughout the task order activation period and contain performance elements which will be used to prepare the final rating.

Selective Service Performance Areas (SSPA) are contained within the PRS. The number associated with the SSPA is identified in the PRS. The PRS defines the specific threshold (Minimum acceptable) and Objective for each activity measured.

PWS Objective – This is the deliverable which is being measured that is contained within the

PWS.

Method of Surveillance – This contains the actual method that will apply and the universe of work the monitoring is subject to the evaluation measurement.

Performance Measurement and Calculation – This further refines the “type” or “status” of the inspection that applies to the measurement

Calculations – This is expressed as a percentage of work. Points indicating a minus will result in this percentage being subtracted from 100. The end result of this measurement will be applied to the overall “Rating” of record category included under the “Ratings” listed in the matrix.

QASP EVALUATION MATRIX

SELECTED

SERVICE

PERFORMANCE

AREA (SSPA)

PWS

OBJECTIVE

THRESHOLD

METHOD OF

SURVEILLANCE

PERFORMANCE

MEASUREMENT

AND

CALCULATION

CALCULATIONS

SSPA #1 Quality Control

1.A – Quality Control and Quality Assurance QASP

4.5 2.50% of all

Returned Inspections

FEMA generated reports

The count of FEMA Corrections (FCORs) divided into the count of completed inspections.

Correction % Points

≤ 2.50% 0.00

> 2.5% to 4.00% -10.00

> 4:00% -20.00

1.B – Quality Control Inspections

4.5 YES 100% Inspection

Result Points

1) Complete one QC inspection within

48 hours of the first returned inspection.

YES 0.00

NO -4.00

2) Each inspector was QC’d within 7 days of his/her first returned inspection.

YES 0.00

NO -6.00

3) QC inspections were performed on

YES 0.00

at least 3% of all initial inspections and 3% of all appeal inspections.

NO -10.00

SSPA #2 Production / Timeliness

2.B – Withdrawn Inspection

4.4.4 5.00% of all

Returned Inspections

FEMA generated reports

The count of Withdrawn inspections is divided into the count of completed inspections. To avoid the reduction, 90% of Withdrawn applicants will have been contacted confirming this intention as specified in the PWS

4.5.2 and PRS 2.B.2.

% of Inspections Points

≤ 5.00% 0.00

> 5.00% to 6.00% -2.50

> 6.00% -5.00

Points to be subtracted from 100.

2.C – No Contact Inspections

4.4.5 3.00% of all FEMA generated reports

Count of “No Contact” inspections is divided into the count of completed inspections.

% of Inspections Points

≤ 3.00% 0.00

> 3.00% to 4.00% -2.50

> 4.00% -5.00

Points to be subtracted from 100.

2.H – Production 4.3.1 and

From the “Production

FEMA generated reports

Point Reductions are applied to Days 3

Production Day

Condition Points

4.4.12 Schedule” the

threshold is the lesser of the Count of

Inspections or Percentage of completed work.

through 18 when returning less work than the unique day’s threshold.

Does Not

Meet -2.00

Does Not

Meet -2.00

Does Not

Meet -2.00

Does Not

Meet -2.00

Does Not

Meet -2.00

Does Not

Meet -2.00

Does Not

Meet -2.00

Does Not

Meet -2.00

Does Not

Meet -2.00

Does Not

Meet -2.00

Does Not

Meet -2.00

Does Not

Meet -2.00

Does Not

Meet -2.00

Does Not

Meet -2.00

Does Not

Meet -2.00

Does Not

Meet -2.00

Points to be subtracted from 100.

2.I – Routine Aging 4.4.12 3 days 6 hours FEMA generated reports

The average time to complete 100% of inspections except

“No Contact” inspections and

Geographic Aging did not exceed PRS

SSPA 2.J.1 threshold of 5 days.

Average Time to Return

(Days/Hrs/Min) Points

≤ 3.6.0 0.00

> 3.6.0 to 4.6.0 -5.00

> 4.6.0 -10.00

Points to be subtracted from 100.

2.K – Correction Aging

4.5.2 3.0 days FEMA generated reports

The average time to complete FEMA Corrections (FCORs)

Average Time to Return

(Days/Hrs/Min) Points

≤ 3.0.0 0.00

>3.0.0 -8.00

Points to be subtracted from 100.

SSPA #3 Customer Service

SSPA #4 Miscellaneous

4.A – Initial Operations Report

4.B – Staffing Reports and Surge Event Reports (Incremental Operations Reports)

4.C –Operational Report (Biweekly)

4.D – Final Task Order Operational Report

4.6

Contractor provided reports that contained the information as outlined in Section 4.6 of the PWS and received in the required timeframe(s).

Contractor provided reports will be validated by FEMA COR/TM for content and timeliness.

All required reports were acceptable and delivered in a timely manner.

Performance Measurement

Reports contained required information and delivered in the established timeframe?

Yes

No

4.E – Cooperative Management

1.4.3

All Corrective and

Preventative Action (CAPA) required for nonconformities identified through the task order were initiated per the

All contractor provided CAPA response(s) will be validated by the

COR/TM for content and accuracy.

Contractor provided CAPA responses were received within 72 hours of notice or request.

100% of invoices submitted within 10 days; Greater than 75% of invoices submitted within 15

Performance measurement

Contractor’s response contained acceptable acknowledgement of the nonconformity and method to

Yes

Contractor’s QMS and/or at

FEMA’s request with acceptable responses provided to FEMA within 72 hours of the nonconformity.

Invoices submitted within 15 days after the end of the 30 day increment.

days; Less than 75% of invoices submitted within 16 days.

prevent the situation in future task orders, and delivered within

72 hours of notice or request of the nonconformity.

100% of invoices submitted within 10 days; Greater than 75% of invoices submitted within 15 days, Less than 75% of invoices submitted within

16 days.

No

Just In Time (When Initiated)

4.3.6 Identified

through each Offeror’s Proposal

Contractor provided reports using a spreadsheet provided through Technical Exhibit Attachment 4 (Just in Time Hiring Plan) and verified by the COR and

HIS

Contractor met performance metrics identified in the Proposal

Performance Measurement

Met Task Order activation performance between Day 1 and Day 5?

Yes

No

Met proposed count of Inspectors to arrive and complete daily fingerprinting and or adjudication?

No

Met proposed count of Inspectors to be badged daily?

Yes

No

Met proposed count of Inspectors to complete training daily?

Yes

No

Met proposed count of inspectors to begin production after receiving initial training daily?

No

7. 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 is used to determine level of performance outcomes. The following ratings shall be used:

Rating DESCRIPTION

Outstanding 95 and Above

Excellent in all respects; offers one or more significant strengths not offset by weaknesses; significantly exceeded performance or capability standards; performance areas assessed had very few minor issues or concerns; very good probability of success with overall very low degree of risk in meeting the Government’s requirements.

Very Good 90-94.99

High quality in most respects; offers one or more strengths not offset by weaknesses; exceeded some performance or capability standards;

the performance areas assessed had few minor issues or concerns;

good probability of success with overall low degree of risk in meeting the Government’s requirements.

Satisfactory 85-89.99

Adequate quality; demonstrates good understanding of requirements and approach that meets performance or capability standards;

performance areas assessed contain minor issues or concerns;

moderate degree of risk in meeting the Government’s requirements.

Marginal 75 to 84.99

Overall quality cannot be determined due to errors, omissions or deficiencies; only marginally meets performance or capability standards necessary for minimal performance; high degree of risk in successfully meeting the Government’s requirements.

Unacceptable Less than 75

Quotation contains major errors, omissions or deficiencies; fails to meet performance or capability standards; an unacceptably high degree of risk in meeting the Government’s requirements.

8. Task Order Release Performance Reporting QASP Result communication and acceptance procedures are contained within the PRS (Attachment 2)

9. Frequency of Measurement Measurements by FEMA may be monitored throughout the task order period for any or all of the SSPA’s contained within the PRS. Reports of interim results will be communicated throughout the TOA period. Minimally, a final QASP results acceptance document is prepared and communicated according to the timelines shown within the PRS.

10. Frequency of Performance Assessment Meetings The COR and Task Monitors conduct weekly conference calls to discuss the progress status of TOA accomplishments. This call includes elements that relate to performance, quality, and discussion of challenges in the field and approaches to overcome the challenges.