Appendix A QASP Snow Removal.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

Purpose: This Quality Assurance Surveillance Plan (QASP) is a Government developed and applied document used to make sure that systematic quality assurance methods are used in the administration of the Performance Based Service Contract (PBSC) standards included in this contract. The intent is to ensure that the contractor performs in accordance with performance metrics set forth in the contract documents, that the Government receives the quality of services called for in the contract, and that the Government only pays for the acceptable level of services received.

1. Critical performance processes and requirements. Critical to the performance of the contract, the contractor shall provide all personnel equipment, tools, materials, supervision, transportation, other items and services necessary to perform as defined in this Performance Work Statement (PWS). The contractor shall provide accurate transaction processing to ensure that material accountability comply with safety and security requirements, in accordance with this PWS. Additionally, the contractor shall be accountable for all auditable documents, establish/maintain effective quality, and perform required within prescribed timeframes. The performance process is the timely, accurate, and thorough completion of all contract requirements.

2. Performance Standards

a. Schedule. The dates for services and the actual accomplishment of the services in accordance with the schedule will be assessed against original dates of services and milestones established for the contract.

b. Service. The services required to be performed will be assessed against the PWS detailed in the contract, for the required content, quality, timeliness, and accuracy.

c. Past Performance. In addition to schedule and services, and cost aspects of performance discussed above, pursuant to FAR 42.15, the Government will assess the contractor’s record of conforming to contract requirements and to standards of good workmanship, the contractor’s adherence to contract schedules including the administrative aspects of performance, the contractor’s history of reasonable and cooperative behavior and commitment to customer satisfaction, and the contractor’s business-like concern for the interest of the customer.

3. Surveillance methods. The primary methods of surveillance used to monitor performance of this contract will include, but not be limited to: random or planned sampling, periodic inspection, Contractor Self Reporting, and validated customer complaints.

a. Random/Scheduled Monitoring. Random and/or scheduled monitoring will be conducted if and when deemed necessary by the COR to ensure compliance with the terms of the contract.

Using the attached matrix the COR will determine whether the contractor is in compliance with the terms of the contract.

b. Contractor Self-Reporting. The contractor shall provide as needed status reports that document significant problems/issues and potential resolutions.

c. Customer Feedback. Customer feedback will be obtained from valid customer complaints.

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 by the contractor.

The contractor shall maintain a log of all customer complaints as well as a copy of each complaint in a documentation file. The COR may request to review the log and/or documentation file at any time.

4. Performance Measurement. Performance will be measured in accordance with the following table:

Performance-Based Matrix

Performance

Element Performance Requirement

Surveillance Method

Frequency Acceptable Quality Level

Contract Services Contract Services furnished as prescribed in the PWS as applicable.

Inspection by the COR

Random inspection of all sampling of contract services.

>95% of services inspected performed timely and without rework required.

Overall Contract Performance

Overall contract performance of sufficient quality to earn a Satisfactory (or higher) rating in the COR’s annual report on contractor performance

Assessment by the COR

Annual All service elements rated Satisfactory (or higher) Satisfactory = 95% or above average contract acceptable random sampling

Contractor Self Reporting

Contract Services furnished as prescribed in the PWS as applicable.

Contractor Self Reports

Monthly >95% of services reported performed timely and without rework required.

Customer Feedback

Customer complaints reviewed by COR

Inspection by the COR

Per Occurrence

100% of valid customer complaints resolved

Invoicing Invoices per mowing round are timely and accurate.

Review & acceptance of the invoice by

COR

Per mowing round

100% accuracy

Contract Services

Required Service

Performance Standard

Acceptable Quality Level

Method of Surveillance

Impact on Contractor

Snow Removal

Complete snow removal of areas in satisfactory manner

1 deficiency per surveillance

Random Monitoring

Deduct 10% of pay for each documented event of unsatisfactory performance

Ice Control Complete de- Icing all areas in satisfactory manner

Incentives/Disincentives:

For each item that does not meet acceptable levels, the Government may issue a Contract Discrepancy Report (CDR). CDRs will be forwarded to the Contracting Officer with a copy sent to the contractor. The contractor must reply in writing within 5 days of receipt identifying how future occurrences of the problem will be prevented. Based upon the contractor’s past performance and plan to solve the problem, the Contracting Officer will determine if any further action will be taken.

In accordance with the inspection of services provisions of the contract (52.212-4 (a) Inspection/Acceptance), the contractor will provide quality products in a timely manner since the Government can require the contractor, at no additional cost, to replace or correct work that fails to meet contract requirements.