Attachment_4_-_QASP.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

Lifeguard and Pool Maintenance Services United States Coast Guard Base Cape Cod

70Z08418QAA151900

Attachment 4

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

FOR

LIFEGUARD AND POOL MAINTENANCE SERVICES

1.0 Introduction

This Quality Assurance Surveillance Plan (QASP) sets forth the procedures and guidelines the United States Coast Guard (USCG) will use in ensuring the required performance standards and/or acceptable quality defined in the Lifeguard and Pool Maintenance Service Performance Work Statement (PWS) are achieved by the Contractor.

1.1 The QASP can be changed during the contract period of performance. It is intended to be a living document that should be revised or modified as circumstances warrant. Either the Contractor or the Government may suggest changes to the QASP. Bilateral changes, via modification to the contract, may be made to the plan at any time during contract performance.

Such changes may not entitle the Contractor to equitable adjustments or to any other compensation for performance in a prior period.

2.0 Purpose

The QASP provides the USCG with the ability to conduct surveillance activities of Contractor performance during the life of the contract. The QASP details how and when Contractor performance will be monitored, evaluated, and documented with regards to the PWS.

2.1 The QASP is intended to accomplish the following:

Define the role and responsibilities of participating Government officials.

Define the required Performance Standards/ Acceptable Quality Levels (AQL).

Define the methods of Quality Assurance (QA) Surveillance that will be employed by the

Government in assessing the Contractor’s performance.

Define Contractor reporting requirements.

3.0 Roles and Responsibilities of Government Representatives

3.1 Contracting Officer

The Contracting Officer has full authority to enter into, administer, or terminate contracts and make related determinations and findings on behalf of the Government. The Contracting Officer ensures performance of all necessary actions for effective contracting as well as ensures compliance with the terms of the contract and safeguards the interests of the Government in the contractual relationship. The Contracting Officer assures the Contractor receives impartial, fair, and equitable treatment under the contract. The Contracting Officer is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

3.2 Contract Specialist

The Contract Specialist administers all aspects of the contract and will be the Contractor’s primary point of contact for all contract related matters. The Contract Specialist will also be responsible for the day-to-day monitoring of the Contractor’s performance in the area of contract compliance, contract administration, cost control and reviewing the COR’s assessment of the Contractor’s performance.

3.3 Contracting Officer’s Representative (COR)

The COR is the Contractor’s primary point of contact for all technical items related to the contract and is responsible for the administration of this surveillance plan. The COR is responsible for monitoring, assessing, and communicating the technical performance of the Contractor and assisting the Contractor. The COR will inspect the Contractor’s Quality Control Plan (QCP) regularly for compliance with the requirements herein.

3.3.1 Specific Quality Assurance Functions

The COR will establish an Inspection Schedule using the Contractor’s QCP. The COR will perform the following qualitative and evaluative functions:

Carry out periodic inspections using the Quality Checklists.

Report any findings resulting from these inspections to the Contracting Officer and the

Contractor or his representative.

Issue Contract Discrepancy Reports (CDRs) to communicate discovered discrepancies to the Contractor and follow up to ensure that the discrepancies are corrected.

Meet with the Contractor or his representative as required.

Receive customer complaints, conduct customer surveys, and ensure that the Contractor responds fully to concerns.

Take appropriate actions based on health, safety, environment, or any other inspection results.

Assist the Contracting Officer and the Contract Specialist with annual and final performance evaluations.

3.3.2 Contract Discrepancy Report (CDR)

When a discrepancy exists, the Contractor shall be required to complete block 10 of a CDR, which will be submitted to the Contractor at the time of issuance. The Contracting Officer will evaluate the Contractor’s explanation and determine the next course of action. The Contractor may request a meeting whenever a CDR is issued.

4.0 Required Performance Standards/AQL

The Contractor shall provide all services IAW the PWS. The performance standards/AQL are included in the PWS and in section 6.0 of this QASP. The AQL are structured to allow the Contractor to manage how the work is performed.

5.0 Methods of Quality Assurance (QA) Surveillance

5.1 Contractor Performance Assessment Report System (CPARS)

The Government CPARS will be utilized to document Contractor performance during the life of the contract. This report will be generated yearly or more frequently if necessary to document positive or negative performance. These reports will also become part of the electronic database ultimately consolidated under the Past Performance Information Retrieval System (PPIRS) for past performance evaluations for future contracts. The Contractor should understand that these reports will remain in a database for at least three years and will be available to all Government agencies for source selection purposes.

5.1.1 CPARS Evaluation Areas

The CPARS will evaluate the following areas:

Quality of Product or Service – Assess the Contractor's conformance to contract requirements, specifications and standards of good workmanship (e.g. commonly accepted technical, professional, environmental, or safety and health standards).

Schedule – Assess the timeliness of the Contractor against the completion of the contract, task orders, milestones, delivery schedules, and administrative requirements (e.g. efforts that contribute to or effect the schedule variance).

Business Relations – Assess the integration and coordination of all activity needed to execute the contract, specifically the timeliness, completeness and quality of problem identification, corrective action plans, proposal submittals, the Contractor's history of reasonable and cooperative behavior (to include timely identification of issues in controversy), customer satisfaction, timely award and management of subcontracts.

Management of Key Personnel – Assess the Contractor's performance in selecting, retaining, supporting, and replacing, when necessary, key personnel.

Subcontracting (if applicable) – Assesses if the Contractor made a good faith effort to comply with its subcontracting plan consistent with the goals and objectives, reporting and other aspects of the plan.

Any other important areas unique to the contract or that cannot be captured elsewhere, as deemed necessary by the Contracting Officer.

5.1.2 CPARS Evaluation Ratings

The evaluation ratings in CPARS are as follows:

Exceptional – Performance meets contractual requirements and exceeds many to the Government’s benefit. The contractual performance of the task and/or sub-task being assessed was accomplished with few minor problems for which corrective actions taken by the Contractor were highly effective.

Very Good – Performance meets contractual requirements and exceeds some to the Government’s benefit. The contractual performance of the task and/or sub-task being assessed was accomplished with some minor problems for which corrective actions taken by the Contractor were effective.

Satisfactory – Performance meets contractual requirements. The contractual performance of the task and/or sub-task contains some minor problems for which corrective actions taken by the Contractor appear or were satisfactory.

Marginal – Performance does not meet some contractual requirements. The contractual performance of the task and/or sub-task being assessed reflects a serious problem for which the Contractor has not yet identified corrective actions. The Contractor’s proposed actions appear only marginally effective or were not fully implemented.

Unsatisfactory – Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance of the task and/or sub-task contains a serious problem(s) for which the Contractor’s actions appear or were ineffective.

5.1.3 The top two ratings (Very Good and Exceptional) are only available if the Contractor exceeds the Government requirements at no additional cost to the Government. The COR will identify performance levels that may result in higher evaluation.

5.2 Performance Standards/AQL Surveillance

The COR will utilize one or more of the following methods to monitor the performance standards/AQL:

Random monitoring – a sampling method in which each unit of the population has an equal chance of being selected. This method is done to determine whether the Contractor’s performance of a particular task for a given period of time meets the performance requirement based on randomly selected samples of the task.

100% Inspection –method is an inspection where specific characteristics of every performance unit are examined and tested to determine conformance with requirements.

Periodic Inspection –Evaluates tasks selected using a methodology other than a 100% or random inspection

5.2.1 The USCG shall use these surveillance techniques to monitor performance and review performance reports furnished by the Contractor to determine whether the performance standards/ AQLs have been met. If the Contractor has not met the minimum requirements, it may be asked to develop a corrective action plan to show how and by what date it intends to bring performance up to the required levels. The Government will make determination regarding incentives based on performance measurement metric data and notify the Contractor of those decisions.

6.0 Performance Requirements Summary (PRS)

The PRS plays an integral role in the administration of the contract. In addition to any applicable inspection clauses or other related terms and conditions contained in the contract, the PRS shall serve as a primary tool for inspection and acceptance of services as facilitated by the COR.

Evaluation of the Contractor’s overall performance shall be IAW the performance standards set forth in section 6.2, and will be conducted by the COR. The PRS constitutes a material aspect of the contract and will not be changed or otherwise modified without prior written approval of the Contracting Officer

6.1 Incentive/Disincentive

100% achievement of the AQL established in section 6.2 during each period of performance will result in positive past performance in CPARS. No additional incentives will be authorized for achievement of the AQL. Failure to meet the AQL during a contract period may result in negative past performance rating for quality, schedule, or management in CPARS.

6.1.1 Positive past performance consists of a rating of exceptional, very good, or satisfactory.

Negative past performance consists of a rating of marginal or unsatisfactory.

6.2 PRS Table

Service Output Performance Objective

Performance Threshold

Method of Surveillance Disincentive

De-winterize pool The contractor shall ensure the pool Is opened on time, fully operational

No more than 1 day past opening date.

COR will monitor de-winterization of pool.

Negative rating on past performance evaluation

Winterize pool The contractor shall ensure the pool is closed on time

No more than 14 days past the closing date/

COR will monitor winterization of pool.

Negative rating on past performance evaluation

Lifeguards The contractor shall ensure the minimum number of two lifeguards is on duty when the pool is open

100% adherence The COR will monitor/complaints from patrons.

Negative rating on past performance evaluation

Pool Preparation The contractor shall ensure the pool area is set up for the patrons;

lane line are put in tables and chairs set up, umbrella’s open

No more than two customer complaints

COR observation. Negative rating on past performance evaluation

Safety Equipment

The contractor shall ensure that all safety and rescue equipment is readily accessible and serviceable.

100% adherence The COR will monitor/complaints from patrons.

Negative rating on past performance evaluation

Lifeguard Stands The contractor shall ensure that only ONE lifeguard is performing duty on the stand

100% adherence The COR will monitor/complaints from patrons.

Negative rating on past performance

Service Output Performance Objective

Performance Threshold

Method of Surveillance Disincentive

Cell Phone Use Cell phone use by lifeguards is not allowed on the pool deck.

100% adherence The COR will monitor/complaints from patrons.

Negative rating on past performance evaluation

Water testing The contractor shall conduct hourly testing of water chemical and treat accordingly to state and federal code

No more than two customer complaints

The COR will monitor/complaints from patrons.

Negative rating on past performance evaluation

Water free of debris The contractor shall ensure the pool water is free of debris (leaves, trash, insects)

No more than two customer complaints

The COR will monitor/complaints from patrons.

Negative rating on past performance evaluation

Clean bathrooms The contractor shall ensure the pool bathrooms are clean and serviceable

No more than two customer complaints

The COR will monitor/complaints from patrons.

Negative rating on past performance