Attachment_G_-_QASP.pdf

AG-3144-S-15-0066

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

Uninterruptible Power Supplies (UPS)

Maintenance and 24/7 Emergency Services

10 July 2015

U.S. Department of Agriculture National Information Technology Center

8930 Ward Parkway Kansas City, Missouri 64114

QASP – UPS Preventive Maintenance

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

FOR

UPS Maintenance and 24/7 Emergency Services

INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate contractor actions while implementing this PWS. It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective on the Performance Requirements Summary (PRS) in the UPS maintenance contract.

The QASP provides a systematic method to evaluate the services the contractor is required to furnish.

This QASP is based on the premise the Government desires to maintain a quality standard in operating, maintaining, and repairing facilities and that a service contract to provide the service is the best means of achieving that objective.

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 product 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 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 robust quality assurance program.

Performance Requirements Summary (PRS)

Performance

Objective

Performance

Requirement

Standard

Method of

Surveillance

PWS

Para

Performance

Ratings

Preventive

Maintenance

(PM)

The contractor shall be responsible for successfully providing service and maintenance of equipment in accordance with Section

B.3.3, at all NITC locations.

An acceptable level of preventative maintenance is defined as the level of maintenance which will preserve the equipment in unimpaired operating condition; i.e., above the point where deterioration will begin, thereby diminishing the normal life expectancy of the equipment.

COR will perform on-site inspections, this is to include scheduled and non-scheduled

B.3.3 Contractor must provide the COR with a comprehensive analysis within five (5) working days after all scheduled and non-scheduled inspections. The report must be accurate, up-to-date and provided to the COR 100% on-time.

Replace

Defective/

Failed

Batteries

The Contractor shall be responsible for any labor required and shall provide replacement batteries at the stated schedule price per the manufactures prorate warranty in accordance with

Section B.3.4. An acceptable level of performance requires the contractor to replace 10% of batteries for each battery string for each location.

Operational monitoring by the COR.

B.3.4 Contractor must replace batteries

100% on time when the 10% allowance is exceeded.

All Parts and

Labor

The contractor shall adhere to all requirements in Section

3.5. An acceptable level of

performance requires the

Contractor to provide all parts and labor for field modifications, which update the equipment to current

OEM manufacturing specifications, and provide

OEM spare parts to the on-site spare parts kit. (B.3.9).

OEM

Manufacturing

Specifications

B.3.5 The Contractor shall maintain the on-site spare parts kit, defined as replacement spare parts that will solve 90% of problems encountered as recommended by the OEM.

Emergency on-site repair services

The contractor shall provide emergency on-site repair services. An acceptable level of performance includes:

Call back time shall be

15 minutes during principle period of maintenance.

The maintenance personnel shall arrive on site within two (2) hours from the time

NITC notifies the contractor that service, maintenance, or repair is required. (B.3.6)

B.3.6

Operational monitoring by the

COR

B.3.6 Call back time shall be within 15 minutes 95% of the time.

Maintenance personnel shall arrive on site within two (2) hours 100% of the time.

Incident

Report

Contractor shall furnish an incident report, in accordance with Section B.3.8. An acceptable level of performance requires that each report shall be 99.%

Accurate and Complete.

Incident Reports signed by NITC employee.

B.3.8 The report shall be accurate and complete 99% of the time.

SURVEILLANCE: The Contracting Officer’s Representative (COR) will receive complaints from Government personnel and pass them to the contractor's quality control inspector (QCI) for correction.

STANDARD: 95% of all facilities are without customer complaints for the month or service period. For example, if they are 100 facilities receiving service during the month, the COR should receive no more than 5 customer complaints during the service period.

For the purpose of these 5 services, a facility may never have more than one customer complaint. The COR shall notify the Contracting Officer for appropriate action in accordance with FAR 52.212.4, Contract Terms and Conditions-Commercial Items

(February 2007) or the appropriate Inspection of Services clause, if any of the above service areas exceed five customer complaints.

PROCEDURES: Any Government employee that observes unacceptable services, either incomplete or not performed, for any of the above performance objectives should immediately contact the COR and the COR will complete appropriate documentation to record the complaint. The COR will consider the customer complaint valid upon receipt from the customer. The COR should inform the customer of the approximate time the unacceptable performance will be corrected and advise the customer to contact the COR if not corrected. The COR will consider customer complaints as resolved unless notified otherwise by the customer. The COR shall verbally notify the Contractor’s Quality

Control Inspector (QCI) to pick up the written customer complaint. The QCI will be given two hours after verbal notification to correct the unacceptable performance. If the

QCI disagrees with the complaint after investigation of the site and challenges the validity of the complaint, the QCI will notify the COR. The COR will conduct an investigation to determine the validity of the complaint. If the COR determines the complaint as invalid, he will document the written complaint of the findings and notify the customer. The COR will retain the annotated copy of the written complaint for his/her files. If after investigation the COR determines the complaint as valid, the COR will inform the QCI and the QCI will be given an additional hour to correct the defect. A defect will not be recorded if proper and timely correction of the unacceptable condition(s) is accomplished. The QCI shall return the written customer complaint document, properly completed with actions taken, to the COR, who will file the complaint for monitoring future recurring performance. Recurring customer complaints are not permitted for any of the above service items. If a repeat customer complaint is received indicating the same deficiency during the service period (month, quarter, etc.), the COR should contact the Contracting Officer for appropriate action.

SURVEILLANCE: The Government COR will evaluate the services required to ensure compliance.

STANDARD: The Contractor shall perform all work required by the contract in a satisfactory manner in accordance with the appropriate PWS paragraph. The COR shall not consider the contract complete until all deficiencies have been corrected.

PROCEDURES: The Government COR will inspect all work tasks required by the contract to ensure contractor compliance with the appropriate paragraphs 3.3, 3.4, 3.5, 3.6, and/or 3.8 of the Performance of Work Statement (PWS) each time the service(s) is performed. The COR will record the results of each inspection and note the date and time of inspection. If inspection indicates unacceptable performance, notify the contract manager or QCI of the deficiencies for correction. The Contractor shall be given four hours after notification to correct the unacceptable performance.

CONTRACT PERFORMANCE ASSESSMENT REPORTING SYSTEM (CPARS):

CPARS will be initiated annually, documenting contractor performance for this specific contract in accordance with the terms of this quality assurance surveillance plan. More frequent updates may be made as required to document a significant improvement or degradation of the level of contract performance.

In evaluating the quality of contractor’s performance, the following subjective performance ratings may be used.

Performance Rating Criteria

Excellent / Outstanding Performance meets contractual requirements and exceeds many to the government’s benefits. The contractual performance of the element or sub-element being assessed was accomplished with no problems and contractor actions were highly effective.

Very Good Performance meets contractual requirements and exceeds some to the government benefits. The contractual performance was accomplished with few minor problems for which corrective actions taken by the contractor were effective.

Good Performance meets contractual requirements. The contractual performance contains some minor problems for which corrective actions taken by the contractor were satisfactory.

Marginal Performance does not meet some contractual requirements. The contractual performance reflects a serious problem for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear 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 contains serious problem(s) for which the contractor’s corrective actions appear or were ineffective.