A03 - Quality Assurance Surveillance Plan (QASP).pdf

Quality Assurance Surveillance Plan For

Satellite Communication (SATCOM) Terminal Maintenance Support

21 February 2023

1.0 Introduction

This Quality Assurance Surveillance Plan (QASP) is developed in accordance with FAR 46.401 and FAR 46.103 to establish the procedures for monitoring, reporting and evaluating Contractor performance pursuant to the requirements listed in the Performance Work Statement (PWS) for the Satellite Communication (SATCOM) Technical Maintenance Support (STMS). The Government reserves the right to make changes to this QASP during the contract performance period.

1.1 Purpose

The purpose of the QASP is to describe the systematic methods used to monitor performance and to identify the required documentation and the resources to be employed. The QASP provides a means for evaluating whether the Contractor is meeting the performance standards/quality levels identified in the PWS and the Contractor’s Quality Assurance Program Plan (QAPP), and to ensure that the Government pays only for the level of services received.

This QASP defines the roles and responsibilities of all members of the Integrated Project Team (IPT), identifies the performance objectives, defines the methodologies used to monitor and evaluate the Contractor’s performance, describes quality assurance documentation requirements, and describes the analysis of quality assurance monitoring results.

1.2 Performance Management Approach

The PWS structures the acquisition around “what” service or quality level is required, as opposed to “how” the Contractor should perform the work (i.e., results, not compliance). This QASP will define the performance management approach taken by Project Manager Tactical Network (PM-TN), Commercial Satellite Terminal Program (CSTP) to monitor and manage the Contractor’s performance to ensure the expected outcomes or performance objectives communicated in the PWS are achieved.

1.3 Performance Management Strategy

The Contractor is responsible for the quality of all work performed. The Contractor measures that quality through the Contractor’s own Quality Assurance Program Plan (QAPP). QA is concerned with work output, not workers, and therefore includes all work performed under this contract regardless of whether the work is performed by Contractor employees or by Subcontractors. The Contractor’s QAPP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. The Contractor will develop and implement a performance management system with processes to assess and report its performance to the designated Government representative. This QASP enables the Government to take advantage of the Contractor’s QA program.

The Government representative(s) will monitor performance and review performance reports furnished by the Contractor to determine how the Contractor is performing against communicated performance objectives.

The Contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

2.0 Roles and Responsibilities

2.1 The Contracting Officer

The Contracting Officer (KO) is responsible for monitoring contract compliance, contract administration, and cost control and for resolving any differences between the observations documented by the Contracting Officer’s Representative (COR) and the Contractor. The KO will designate one full-time COR as the Government authority for performance management.

2.2 The Contracting Officer’s Representative

The COR is designated in writing by the KO to act as his or her authorized representative to assist in administering the contract. COR limitations are contained in the written appointment letter. The COR is responsible for technical administration of the project and ensures proper Government surveillance of the Contractor’s performance. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on the Government’s behalf. Any changes that the Contractor deems may affect contract price, terms, or conditions shall be referred to the KO for action. The COR will have the responsibility for completing QA monitoring forms used to document the inspection and evaluation of the Contractor’s work performance. Government surveillance may occur under the inspection of services clause for any service relating to the contract.

3.0 Identification of Requirement Performance Standards/Quality Levels The required performance standards and/or quality levels are included in the PWS Section 2.5 "Requirements."

4.0 Methodologies to Monitor Performance

4.1 Surveillance Techniques

In an effort to minimize the performance management burden, simplified surveillance methods shall be used by the Government to evaluate Contractor performance when appropriate. The primary methods of surveillance are:

Primary Methods of Surveillance

Designation Method Monthly Status Report

Submitted by the 15th of each month.

100% Inspection Evaluates all outcomes for a given activity or task.

Periodic Inspection

Inspections are scheduled events (daily, weekly, monthly, quarterly, or annually) at specified intervals (e.g., reviews occur once a week on Thursday).

Customer Feedback

Customer feedback and communication with the COR will be on a regular basis to ensure performance objectives are being met.

4.2 Customer Feedback

The Contractor is expected to establish and maintain professional communication between its employees and customers. The primary objective of this communication is customer satisfaction.

Customer satisfaction is the most significant external indicator of the success and effectiveness of all services provided and can be measured through customer feedback.

Performance management drives the Contractor to be customer focused through internally addressing customer complaints and investigating the issues and/or problems. The customer always has the option to communicate complaints to the COR, as opposed to the Contractor.

Customer complaints, to be considered valid, must set forth clearly and in writing the detailed nature of the complaint, must be signed, and must be forwarded to the COR. The COR will accept those customer complaints and investigate.

Customer feedback may also be obtained either from the results of formal customer satisfaction surveys or from random customer complaints.

4.3 Acceptable Quality Levels

The Acceptable Quality Levels (AQLs) included in Attachment 1, Performance Requirements Summary Table, for Contractor performance are structured to allow the Contractor to manage how the work is performed while providing negative incentives for performance shortfalls. For certain critical activities, the desired performance level is established at 100 percent. Other levels of performance are keyed to the relative importance of the task to the overall mission performance at PM-TN.

5.0 Quality Assurance Documentation

5.1 The Performance Management Feedback Loop

The performance management feedback loop begins with the communication of expected outcomes. Performance standards are expressed in the PWS and will be assessed using the performance monitoring techniques stated.

5.2 Monitoring Forms

The Government’s QA surveillance, accomplished by the COR, will be reported using the Contracting Officer Representative Tracking (CORT) Tool. The report utilized is web generated. This will document the Government’s assessment of the Contractor’s performance under the contract to ensure that the required results are being achieved.

The COR will retain a copy of all completed QA surveillance forms.

6.0 Analysis of Quality Assurance Assessment

6.1 Determining Performance

Government shall use the monitoring methods cited to determine whether the performance standards/service levels/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.

6.2 Reporting

The COR will prepare a report summarizing the overall results of the quality assurance surveillance of the Contractor’s performance on a monthly basis. This report will become part of the QA documentation. It will enable the Government to demonstrate whether the Contractor is meeting the stated objectives and/or performance standards, including cost/technical/scheduling objectives.

6.3 Reviews and Resolution

The COR may require the Contractor’s Program Manager (PM), or a designated alternate, to meet with the Government PM and other Government IPT personnel as deemed necessary to discuss performance evaluation. The COR will define a frequency of in-depth reviews with the Contractor, including appropriate self-assessments by the Contractor; however, if the need arises, the contractor will meet with the COR as often as required or per the Contractor’s request. The agenda of the reviews may include:

• Monthly performance assessment data and trend analysis

• Issues and concerns of both parties

• Projected outlook for upcoming months and progress against expected trends, including a corrective action plan analysis

• Recommendations for improved efficiency and/or effectiveness

The COR must coordinate and communicate with the Contractor to resolve issues and concerns regarding marginal or unacceptable performance. Unsatisfactory contract performance will be reported on DA Form 5479-R, Contract Discrepancy Report (CDR). This form is used to notify the Contractor of discrepancies found by the COR. The CDR is where the contractor is allowed to answer how the discrepancy will be corrected and how reoccurrence will be avoided. This completed and signed CDR along with the supporting documentation will be forwarded to the Procuring Contracting Officer for disposition. A copy will be maintained in the COR file.

Note: The Government reserves the right to use additional surveillance methods beyond those stated in the QASP.

Attachment 1: Performance Requirements Summary

Metric

Performance Objective

Standard to Be Met/ Acceptable Quality

Level (AQL)

Government Surveillance Method

COST

Cost Manage costs within Sub-Line

Item Number (SLIN) allocations, not exceeding the material, travel, or other cost reimbursable

100% Compliance Status Report / PWS

6.1.1 Domestic and

International Travel

Cost 100% COR approval on all purchases above $1,000.

100% Compliance Status Report / PWS 6.1.1

Cost Manage travel costs, compare estimates to actual costs

100% Compliance Status Report / PWS 6.1.1

Cost Burn rate within CLIN ceiling or SLIN funding

100% Compliance Status Report / PWS 6.1.1

Cost Notify the Government when 75% of funding has been expended per CLIN by submitting a limitation of funding notice as required by the FAR.

100% Compliance Status Report / PWS 6.1.1

Cost Provide complete, correct, and current tracking, reporting, and billing.

100% Compliance Status Report / PWS 6.1.1

Cost Ensure no instances of unauthorized charges.

100% Compliance Status Report / PWS 6.1.1

Acceptable Quality

Level (AQL)

Government Surveillance Method

SCHEDULE

Schedule Submit monthly reports and technical reports as required by contract.

95% on time Status Report / PWS 6.1.1

Schedule Notify customer in advance of potential problems.

100% Compliance Status Report / PWS 6.1.1

Schedule CDRL delivery As stipulated in CDRLs Status Report /

PWS 6.1.1

Acceptable Quality

Level (AQL)

Government Surveillance Method

Management Management Organization, Structure and

Qualified Staff to Meet Contractual Terms and Conditions

100% Accountability;

100% Compliance

100% Inspection PWS 7 Areas of Support

Management Ensure all Employees Meet Minimum Education and Experience Requirements As Required By Contract Labor Category Descriptions

100% Qualified Employees; 100% Compliance

100% Inspection /PWS 7 Areas of Support

Acceptable Quality

Level (AQL)

Government Surveillance Method

Retention / Replacement of Current Staff Retention/ Replacement of Current Staff

Maintain sufficient qualified and trained staff to meet performance requirements

100% Compliance 100% Inspection / PWS 7 Areas of Support

Retention/ Replacement of current staff

Obtain sufficient qualified and trained staff to meet performance requirements.

100% Compliance 100% Inspection /PWS 7 Areas of Support

Retention/ Replacement of current staff

Replace personnel who are terminated or who relinquish their position in all locations except Kuwait and Germany.

< 30 Days 100% Inspection /PWS 7 Areas of Support

Retention/ Replacement of current staff

Replace personnel who are terminated or who relinquish their position in Kuwait.

< 55 Days 100% Inspection /PWS 7 Areas of Support

Retention/ Replacement of current staff

Replace personnel who are terminated or who relinquish their position in Germany.

< 120 Days 100% Inspection /PWS 7 Areas of Support

Acceptable Quality Level

(AQL)

Government Surveillance Method

Performance Quality

Quality

Comply with regulations, policies, and procedures.

100% Compliance Status Report / PWS 6.1.1

Quality Meet technical needs and mission requirements.

100% Compliance Status Report / PWS 6.1.1

Quality 100% of personnel meet Computing Environment (CE) training requirements, Anti-Terrorism (AT) Level 1, OPSEC Level 1, and iWATCH program training within 30 days of hire.

100% compliance Status Report and daily PERSTAT/

PWS 6.1.1

Quality 100% of personnel supporting IA/IT functions shall be certified to the baseline standards as stipulated in DoD 8570.01- M upon contract award.

100% compliance Status Report and daily PERSTAT/

PWS 6.1.1

Quality Compliance of all employees working IA/IT functions with DoD and Army training requirements in Department of Defense Directive (DoDD) 8570.01, DoD 8570.01-M, and Army Regulation (AR) 25-2 within six months of employment.

100% compliance Status Report and daily PERSTAT/

PWS 6.1.1

Quality 100% employee registration in the ATCTS prior to accessing Government information systems and then annually thereafter.

100% compliance Status Report and daily PERSTAT/

PWS 6.1.1