A03 QASP_final.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

OPM SANG SERVICE AND SUPPORT OPERATIONS

1.0 INTRODUCTION

The Quality Assurance Surveillance Plan (QASP) provides a systematic method to evaluate performance for the stated 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.

1.1. Purpose: The role of the Government in quality assurance is to ensure contract standards are achieved. The purpose of the QASP is to identify the methods and procedures the Government will use to evaluate the Contractor’s actions while performing the requirements of the Office of Program Manager – Saudi Arabian National Guard (OPM- SANG) for the Base Support contract(s) in the Kingdom of Saudi Arabia.

1.2. This QASP is a “living document” and provides the Government a systematic method to evaluate the services the Contractor is required to furnish. Updates shall ensure that the QASP remains a valid, useful and enforceable document to ensure a quality standard for OPM-SANG. The assigned COR will provide approved revisions to the Contractor.

1.3. The following FAR clauses may apply depending on contract type: 52.246-4

Inspection of Services – Fixed-Price,

2.0 ROLES AND RESPONSIBILITIES

The following personnel shall oversee and coordinate surveillance activities:

2.1. Contracting Officer (KO): The KO 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 KO shall also assure that the Contractor receives impartial, fair and equitable treatment under this contract. The KO is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

Assigned KO: LTC Coates Organization or Agency: OPM-SANG-G4 Division Telephone: +966-55-934-9853 Email: travis.t.coates.mil@army.mil

2.1.1. The KO delegates authority for inspection and acceptance in accordance with the terms of the contract.

2.1.2. The KO informs the Contractor of the names, duties and limitations of authority for all quality assurance personnel assigned to the contract.

2.2. Contract Specialist (CS): The Contract Specialist acts as an acquisition consultant and serves as liaison between the OPM-SANG Contracting Division and the requesting program office, as well as, liaison between the Contracting Officer’s Representative (COR) and the contractor.

Assigned CS: Linda A. Matos Telephone: +966-55-441-0659 Email: linda.a.matos.civ@army.mil

2.3. 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.

The COR approves the Contractor’s invoice each month, verifying hours worked and amounts owed to ensure invoices are paid within 30 days, and maintains a spend log to ensure adequate funds are on hand 100% of the time. If adequate funding is in doubt, the COR proactively gets additional funds loaded into the contract through a modification action. At the conclusion of the contract or as requested by the KO, the COR shall provide documentation to the KO. 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 KO for action.

Assigned COR: MAJ Coates, Travis

Telephone: 055-934-9853 Email: travis.t.coates.mil@army.mil

2.3.1. The COR evaluates and documents Contractor performance in accordance with the QASP and underlying contract.

2.3.2. The COR notifies the Contracting Officer of any significant performance deficiencies.

2.3.3. The COR maintains surveillance documentation.

2.3.4. The COR recommends improvements to the QASP or the underlying contract throughout the life of the contract.

2.4. Quality Assurance Representative (QAR): The QAR participates in developing quality assurance surveillance plans for all contract actions within program area support. When necessary, the QAR may assist the COR in surveillance activities.

Assigned QAR: Alton M. Glaspie Telephone: +966-55-449-6546 Email: alton.m.glaspie.civ@army.mil

2.5. The following employee of the Contractor serves as the Contractor’s General Manager and/or Task Manager for this contract:

Position Title:

Telephone:

Email:

3.0. DESCRIPTION OF SERVICES:

3.1. Scope-of-Work: The Contractor shall perform the work detailed in the contract, including the specifications and technical drawings in the Request for Proposal, if applicable.

4.0. QUALITY REQUIREMENTS

4.1. Quality Control Program: The Contractor, not the Government, is responsible for management and quality control actions to meet the terms of the contract.

4.1.2. The quality control program is the driver for 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 proactive measures needed to lead the Contractor to success.

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

5.0. SURVEILLANCE

5.1. Surveillance Schedule: The COR will develop a surveillance schedule. Copies of the schedule shall be sent to the KO five calendar days prior to the start of the month. The schedule shall be marked “FOR OFFICIAL USE ONLY”. Changes to the surveillance schedule will be posted and copies sent to the KO. Include documentation regarding reason(s) for changes.

5.2. Surveillance Methods: This QASP will incorporate random and scheduled inspections by the COR as the approach to ensure the contractor complies with the Performance Work Statement (PWS). Corrective action is the preferred method of correcting any unacceptance performance (all non-conformances will be documented and reported to KO, other designated personnel and the QAR based on level of severity, i.e., health/safety, cost).

a. Direct Observation: Can be performed periodically or through 100% surveillance.

b. Periodic Inspection: Uses a comprehensive evaluation of selected outputs. Inspections may be scheduled (Daily, Weekly, Monthly, Quarterly, or annually) or unscheduled, as required.

c. Validated User/Customer Complaints: Relies on the user of the service to identify deficiencies. Complaints are then investigated and validated. Highly applicable to services provided in quantity and where quality is highly subjective.

d. 100% Inspection: Evaluates all outputs. Most applicable to small quantity, but highly important services. May be used where there are written deliverables and stringent requirements such as tasks required by law, safety, or security.

e. Random and Scheduled Inspections: Services to be monitored using this method will be determined by the COR based on criticality and other factors deemed appropriate.

5.2.2. Surveillance Team: The surveillance consists of the following OPM key personnel:

COR, as nominated, with the assistance of the QAR. Other responsible individuals may be selected as requirements dictate.

5.2.3. Unacceptable Performance: If the Contractor’s performance is judged unacceptable for any requirement by the COR, the COR will determine the possible cause(s) of this unacceptable performance. The COR will inform the Contractor’s on-site representative of his finding(s). His/ her signature and date of surveillance will be requested on documentation acknowledging notification. If the on-site Contractor representative refuses to sign, the COR shall annotate on the documentation the date and time of notification and name of representative and his/her refusal to acknowledge. If the Contractor disputes the results of surveillance, COR must refer the Contractor to the Contracting Officer for resolution.

5.2.4. QASP Revisions: Any revisions made to this QASP are the joint responsibility of the Requiring Activity and the Contracting Office. The KO must approve any revisions, in writing, before the revised document is used by COR personnel.

6.0. DOCUMENTATION REQUIREMENTS.

6.1.1. The COR is responsible for maintaining a Surveillance Folder at a designated location. The following information should be contained in the Surveillance Folder:

6.1.2. Quality Assurance Surveillance Plan.

6.1.3. Contract. Applicable portions of the contract and any modifications, and delivery orders.

6.1.4. Appointment Letter(s) and COR Training Certificates.

6.1.5. Surveillance Checklists.

6.1.5.1. Corrective Action Requests.

6.1.5.2. Monthly Surveillance Status Reports.

6.1.5.3. Minutes/Memos/Miscellaneous Correspondence.

7.0. PERFORMANCE STANDARDS

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

7.1. Performance Requirements Summary (PRS):

Service and Supply Contract Performance

Objective Performance Standard and

Acceptable Quality Level (AQL) Monitoring Method Incentive / Remedy

1. Periodic maintenance of Government- Furnished Property (GFP) i.e.

mechanical, electrical, and air conditioning equipment, etc.

GFP maintained in accordance with manufacturer's recommendations and records indicate the maintenance performed. Inspections reveal no more than five deficiencies in maintenance records and/or two GFP items determined unsuitable for use due to contractor negligence identified during month inspected.

Review of work order logs; customer feedback forms; reviews during scheduled surveillance for the month; reviews during periodic and unscheduled surveillance/sampling during the month.

If Contractor’s performance does not meet the Acceptable Quality Level (AQL), the Government will have the option to apply the following remedies: Corrective Action Plan, Suspension of Payment, Suspension of Contract, and Termination of Contract.

2. Preventive Maintenance.

Failure to follow the approved schedule for reasons not beyond control (ex: a resident cancels). No more than two deficiencies identified during month inspected.

Customer feedback forms; reviews during scheduled surveillance for the month; reviews during periodic and unscheduled surveillance/sampling during the month.

If Contractor’s performance does not meet the Acceptable Quality Level(AQL), the Government will have the option to apply the following remedies: Corrective Action Plan, Suspension of Payment, Suspension of Contract, and Termination of Contract.

3. Production and Work Order (WO) Control Section.

Failure to operate WO section in accordance with the Performance Work Statement. No more than three deficiencies identified during month inspected.

Review of work order logs; customer feedback forms; reviews during scheduled surveillance for the month; reviews during periodic and unscheduled surveillance/sampling during the month.

If Contractor’s performance does not meet the Acceptable Quality Level(AQL), the Government will have the option to apply the following remedies: Corrective Action Plan, Suspension of Payment, Suspension of Contract, and Termination of Contract.

4. Work Order completion times.

Within one month, one or more late responses to emergency work order, or no more than one late response to urgent work orders, or no more than two late responses to routine work orders during month inspected.

Review of work order logs; customer feedback forms; reviews during scheduled surveillance for the month; reviews during periodic and unscheduled surveillance/sampling during the month.

If Contractor’s performance does not meet the Acceptable Quality Level (AQL), the Government will have the option to apply the following remedies: Corrective Action Plan, Suspension of Payment, Suspension of Contract, and Termination of Contract.

5. Contractor Performance Assessment Reporting System

(CPARS).

The contractor’s performance of this contract shall be reported to the CPARS. No more than three deficiencies identified during month inspected.

Periodic surveillance. If Contractor’s performance does not meet the Acceptable Quality Level (AQL), the Government will have the option to apply the following remedies: Corrective Action Plan, Suspension of Payment, Suspension of Contract, and Termination of Contract.

6. Electrical Works. Electrical works will require at a minimum but are not limited to maintenance, repair, replace, and install exterior and interior electrical systems and fire alarm systems. No more than three deficiencies identified during month inspected.

Customer feedback forms; reviews during scheduled surveillance for the month; reviews during periodic and unscheduled surveillance/sampling during the month.

If Contractor’s performance does not meet the Acceptable Quality Level (AQL), the Government will have the option to apply the following remedies: Corrective Action Plan, Suspension of Payment, Suspension of Contract, and Termination of Contract.

8. Plumbing. Plumbing works will require at a minimum but are not limited to maintenance, repair, and replace plumbing systems and associated components like household systems, potable and irrigation water systems.

Customer feedback forms; reviews during scheduled surveillance for the month; reviews during periodic and unscheduled surveillance/sampling during the month.

If Contractor’s performance does not meet the Acceptable Quality Level (AQL), the Government will have the option to apply the following remedies: Corrective Action Plan, Suspension of Payment, Suspension of Contract, and Termination of Contract.

9. Heating, Ventilation and Air Conditioning

(HVAC).

HVAC works will require at a minimum, but are not limited to, maintenance, repair, replace, and installing heaters, vents, and air conditioners. No more than three deficiencies identified during month inspected.

Customer feedback forms; reviews during scheduled surveillance for the month; reviews during periodic and unscheduled

If Contractor’s performance does not meet the Acceptable Quality Level (AQL), the Government will have the option to apply surveillance/sampling during the month.

the following remedies: Corrective Action Plan, Suspension of Payment, Suspension of Contract, and Termination of Contract.

10. Electrical System.

Contractor shall be responsible for electrical systems and all electrical components including panels, breakers, and conductors located on Khasm-Al-An (KAA) supporting facilities under. No more than three deficiencies identified during month inspected.

Customer feedback forms; reviews during scheduled surveillance for the month; reviews during periodic and unscheduled surveillance/sampling during the month.

If Contractor’s performance does not meet the Acceptable Quality Level (AQL), the Government will have the option to apply the following remedies: Corrective Action Plan, Suspension of Payment, Suspension of Contract, and Termination of Contract.

11. Handling of Hazardous Materials

(HAZMAT)

Comply with DODI 6050.05 instructions, Military Standard 129, Federal Standard 313, and Defense Federal Acquisition Regulations Supplement (DFARS) Clause 252.223-7001. No more than one deficiency identified during month inspected.

Customer feedback forms; reviews during scheduled surveillance for the month; reviews during periodic and unscheduled surveillance/sampling during the month.

If Contractor’s performance does not meet the Acceptable Quality Level (AQL), the Government will have the option to apply the following remedies: Corrective Action Plan, Suspension of Payment, Suspension of Contract, and Termination of Contract.

12. Grounds debris removal.

Within one month, no more than four deficiencies identified.

Customer feedback forms; reviews during scheduled surveillance for the month; reviews during periodic and unscheduled surveillance/sampling during the month.

If Contractor’s performance does not meet the Acceptable Quality Level(AQL), the Government will have the option to apply the following remedies: Corrective Action Plan, Suspension of Payment, Suspension of Contract, and Termination of Contract.

13. Dead Animal Disposal.

No more than three deficiencies identified during a month.

Customer feedback forms; reviews during scheduled surveillance of the month; reviews

If Contractor’s performance does not meet the Acceptable Quality during periodic and unscheduled surveillance/sampling during the month.

Level(AQL), the Government will have the option to apply the following remedies: Corrective Action Plan, Suspension of Payment, Suspension of Contract, and Termination of Contract.

14.Cleanliness of Outside Areas.

No more than one deficiency identified during month inspected.

Periodic surveillance. All required services completed daily

If Contractor’s performance does not meet the Acceptable Quality Level(AQL), the Government will have the option to apply the following remedies: Corrective Action Plan, Suspension of Payment, Suspension of Contract, and Termination of Contract.

16. Custodial and Cleaning Services.

No more than two deficiencies per office found during any inspection conducted.

Customer feedback forms; reviews during scheduled surveillance of the month; reviews during periodic and unscheduled surveillance/sampling during the month.

If Contractor’s performance does not meet the Acceptable Quality Level(AQL), the Government will have the option to apply the following remedies: Corrective Action Plan, Suspension of Payment, Suspension of Contract, and Termination of Contract.

7.1.2. The Government reserves the right to survey all services called for in the contract to determine whether or not the performance objectives and goals are met.

7.1.3. The absence of any contract requirement from the QASP shall not detract from its enforceability, nor limit the rights or remedies of the Government under any other provision of the contract including the clauses entitled “Inspection of Services” and “Default”.

7.1.4. Surveillance methods may include: 100% inspection

7.1.2. The Government reserves the right to survey all services called for in the contract to determine whether or not the performance objectives and goals are met.

7.1.3. The absence of any contract requirement from the QASP shall not detract from its enforceability, nor limit the rights or remedies of the Government under any other provision of the contract including the clauses entitled “Inspection of Services” and “Default”.

7.1.4. Surveillance methods may include: 100% inspection

7.1.5. Methods of surveillance can change after contract award based on, but not limited to:

a. Acceptance of a Contractor Quality Control plan.

b. A partnering agreement which established the metrics to be used.

c. Contractor performance.

7.2. Performance Evaluation: Performance of a service will be evaluated to determine whether or not it meets the performance threshold. The Contractor shall provide the Government written response explaining why the performance threshold was not met, how performance will be returned to acceptable levels, and how recurrence of the cause will be prevented in the future.

7.3. Levels of Acceptability:

7.3.1. Unacceptable performance: performance does not meet contractual requirements.

7.3.1. Acceptable performance: performance meets contractual requirements.

7.3.2. Exceptional performance: the Contractor significantly exceeds performance requirements to the Government’s benefit.

Deliverables Table

All deliverables shall meet professional standards and meet the requirements set forth in contractual documentation.

PWS

Paragraph Deliverable Title Delivery

Date

A001 Expendable Warehouse Issue and Receiving Report

No later than NLT the first working day of the following month.

A002 Expendable Warehouse Inventory Report No later than NLT the last working day of the month

A003 Customer Cost Reports No later than NLT than the 3rd working day of the month

CORRECTIVE ACTION REPORT (CAR)

(If more space is needed, attach additional

1. CONTRACTOR 2. CONTRACT NUMBER 3. TYPE OF SERVICES

4. FUNCTIONAL AREA (Area of Contract for which CAR is needed)

5. SUSPENSE DATE: (Mandatory for Major Findings; Optional for Minor Findings)

6. CONTROL NUMBER

7. MAJOR MINOR (Check one)

FINDING: (State the details of the finding and reference the related paragraph/section of the contract.)

FINDING IMPACT: (Describe the impact the finding has or could have on contract performance as it relates to the mission.)

Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by the Suspense Date in Block 5. (If date was not entered in Block 5, the Contractor is not required to provide a response.)

8. CONTRACTING OFFICER’S REPRESENTATIVE (COR):

TYPED NAME AND GRADE SIGNATURE AND DATE

9. CONTRACTING OFFICER:

TYPED NAME AND GRADE SIGNATURE AND DATE

10. COR RESPONSE TO CONTRACTOR’S CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE:

11. CONTRACTOR RESPONSE

ACCEPTED REJECTED (Check one.)

12. CLOSE DATE: (Date action closed after corrective action.)