QASP - audit remediation.pdf

Quality Assurance Surveillance Plan (QSAP)

Audit Remediation

November 21, 2011

Audit Remediation

Quality Assurance Surveillance Plan (QSAP)

I. Objective: The purpose of this plan is to provide a quality assurance surveillance plan for audit remediation services performed at the Natural Resources Conservation Service (NRCS).

This plan provides a basis for the Contracting Officer's Representative (COR) to evaluate the quality of the Contractor's performance. The oversight provided for in the contract and in this plan will help to ensure that contract deliverables are made on time and in accordance with the statement of work (SOW). Further, this plan provides the COR with a proactive way to avoid unacceptable or deficient performance, and also provides verifiable input for the required annual past performance evaluations.

II. Performance Standards:

A. Quality Level: By monitoring the Contractor, the COR will determine whether the performance levels set forth in the contract have been attained. Quality standards (i.e., performance standards) and deliverable requirements for all tasks are specified in the Statement of Work (SOW).

B. Frequency: During performance of this contract, the COR will take periodic measurements (i.e., conduct surveillance), as needed and when deliverables are submitted by the Contractor including the monthly status reports submitted to the NRCS as required by the SOW.

C. Management Responsiveness: The COR will determine whether the Contractor has managed the contract effectively and efficiently and has been responsive to the deliverable requirements in the SOW including any reporting requirements.

III. Evaluation Methods: The COR will conduct performance evaluations using the following surveillance techniques. The COR will document surveillance activities including observations, evaluations, and performance issues. Surveillance can occur anywhere and anytime there is an interaction between the NRCS and the Contractor.

A. Random Observation of Activities. The COR will perform random checks of Contractor performance at anytime. This includes interactions in person, over the phone, or by email, and any other types of interaction during meetings or one-on-one communications. Internal customers will be contacted for feedback on Contractor performance. Issues that are discovered by customer feedback or COTR observation will be closely monitored and tracked until resolved. Any discrepancies in Contractor performance will be discussed with the Contractor as soon as possible so the Contractor can implement corrective action(s) as needed.

B. Delivery of Required Reports. The COR will review the required reports to determine if they are completed in accordance with the SOW.

IV. Failure to Perform: Due dates for the deliverables are critical to the agency. The Contractor will receive deductions or even termination based on failure to perform in accordance with the contract. The following criteria apply for determining the appropriate action:

A. Non-Conforming Services. When the Contractor has delivered non-conforming services, the Contracting Officer will reject the delivered items and notify the Contractor of its non-conformance and will generally give the Contractor the opportunity to re-perform and correct the deficiency when possible. However, there may be circumstances (e.g., reasons of economy or urgency) when the Contracting Officer determines acceptance or conditional acceptance of services is in the best interest of the Government. Such acceptance will be based on (1) the advice of the technical activity that the item is acceptable to use and will perform its intended purpose, (2) information regarding the nature and extent of the nonconformance or otherwise incomplete services, (3) a recommendation for acceptance, conditional acceptance, or rejection, with supporting rationale, and

(4) the contract adjustment considered appropriate, including any adjustment offered by the Contractor.

B. Notifications. The Contracting Officer will notify the service provider of failure to meet standards as evidenced by COR surveillance.

C. Deductions. The NRCS has the right to deduct a specified percentage of payment for the Contractor’s failure to deliver a deliverable in a timely manner. If the contractor fails to deliver within 15 days of the due date, 2% of the current contract price will be deducted. If the contractor fails to deliver within 30 days of the due date, 4% of the current contract price will be deducted. If failure to deliver on a timely basis continues, NRCS reserves the right to terminate the contract. The current contract price is defined as the sum total of all current task orders to date.