APPENDIX G QASP_C2TECOE 12 Aug 25.docx

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

MOCTT/MISTC C2 Training Services Contract

QASP – MOCTT/MISTC

CUI

CUI

QUALITY ASSURANCE SURVEILLANCE PLAN

FOR

C2TECOE C2 Training Services Contract

INTRODUCTION

INTRODUCTION

This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the Performance Work Statement (PWS) entitled MAGTF Operations Center Training Team (MOCTT)/MAGTF Integrated Systems Training Center (MIISTC) C2 Training Services PWS. This plan sets forth the procedures and guidelines the MOCTT/MISTC organization will use in ensuring the required performance standards or service levels are achieved by the contractor.

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 Control Plan (QCP), 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.

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 MOCTT/MISTC to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives communicated in the PWS are achieved. Performance management rests on developing a capability to review and analyze information generated through performance assessment. The ability to make decisions based on the analysis of performance data is the cornerstone of performance management; this analysis yields information that indicates whether expected outcomes for the project are being achieved by the contractor.

Performance management represents a significant shift from the more traditional Quality Assurance (QA) concepts in several ways. Performance management focuses on assessing whether outcomes are being achieved and to what extent. This approach migrates away from scrutiny of compliance with the processes and practices used to achieve the outcome. A performance-based approach enables the contractor to play a large role in how the work is performed, as long as the proposed processes are within the stated constraints. The only exceptions to process reviews are those required by law (federal, state, and local) and compelling business situations, such as safety and health. A “results” focus provides the contractor flexibility to continuously improve and innovate over the course of the contract as long as the critical outcomes expected are being achieved and/or the desired performance levels are being met.

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 Control (QC) program. QC is 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 QCP 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. The contractor’s QCP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the PWS. This QASP enables the government to take advantage of the contractor’s QC 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.

Performance measurement metric data will be reviewed by the COR and the decision to exercise the yearly options will be reviewed and the contractor will be notified of those decisions within 30 days prior to the exercise date. The contractor’s government wide past performance rating could be affected based on the results of the performance reviews conducted by the COR through the QASP. The contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

ROLES AND RESPONSIBILITIES

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 COR and the contractor. The KO will designate one full-time COR as the government authority for performance management. The number of additional representatives serving as technical inspectors depends on the complexity of the services measured, as well as the contractor’s performance, and must be identified and designated by the KO.

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 a 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.

IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

The required performance standards and/or quality levels are included in the PWS and in Technical Exhibit 1, Performance Requirements Summary. If the contractor meets the required service or performance level, it will be paid the monthly amount agreed on in the contract.

METHODOLOGIES TO MONITOR PERFORMANCE

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:

· Training Event Inspection- On a as needed basis (at least one per quarter)

· Quarterly Inspection – Quarterly meetings with contractor.

· Monthly Reports – COR receives monthly reports from contractor.

· Customer Feedback – As described below.

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 complaints.

Performance management drives the contractor to be customer focused through initially and internally addressing customer complaints and investigating the issues and/or problems but 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 using the Quality Assurance Monitoring Form – Customer Complaint Investigation.

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

Acceptable Quality Levels The Acceptable Quality Levels (AQLs) included in the Attachment 1, Performance Requirements Summary Table, for contractor performance are structured to allow the contractor to manage how the work is performed. The desired performance level is established at 95 percent. Acceptable Quality Levels of performance are keyed to the relative importance of the task to the overall mission performance at MOCTT/MISTC.

QUALITY ASSURANCE DOCUMENTATION

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 is assessed using the performance monitoring techniques shown in Performance Requirements Summary.

Monitoring Forms The Government’s QA surveillance, accomplished by the COR will be reported using the monitoring forms in Attachments 1. The form, when completed, will document the Government’s assessment of the contractor’s performance under the contract to ensure that the required culture and language support services are being achieved.

The COR will retain a copy of all completed QA surveillance forms in his or her official COR contract file.

ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

Determining Performance The 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.

Reporting At the end of each quarter, the COR will receive a progress report summarizing the overall results of the quality assurance surveillance of the contractor’s performance. This written report, which includes the contractor’s submitted monthly reports and the completed quality assurance monitoring forms, 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.

Reviews and Resolution The COR may require the contractor’s project manager, or a designated alternate, to meet with the KO and other government IPT personnel as deemed necessary to discuss performance evaluation. The KO 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

· Issues arising from the performance quarterly monitoring processes

The COR and contractor should jointly formulate tactical and long-term courses of action. Decisions regarding changes to metrics, thresholds, or service levels should be clearly documented. Changes to service levels, procedures, and metrics will not be effective until a bilateral modification to the contract is executed by the KO.

Performance Requirement Summary SURVEILLANCE: The Government COR will verify the required deliverables for each task and ensure the technical experts understand those requirements. The technical experts will collect the deliverables from the contractor and screen for quality and compliance per the PWS and the PRS. The technical experts will report all deliverables received to the COR and any discrepancies with those deliverables.

STANDARD: The Contractor shall perform all work required by the task or delivery order in a satisfactory manner in accordance with the appropriate SOW paragraph and the PRS. The COR shall not consider the task or delivery order complete until all deficiencies have been corrected.

PROCEDURES: The Government will award contract option periodss to the Contractor on an as needed basis. Once an option period is awarded the Contractor will work with the COR and the technical experts to verify the required deliverables and timelines. Once deliverables are determined the Contractor will complete the required task and then turn the deliverables into the appropriate technical expert or the COR. All deliverables will be reviewed for the appropriate items as defined in the PRS. Once all deliverables are received the COR will be notified and the task will be considered complete. For those deliverables that include customer feedback, the feedback will be reviewed and any deviations from the standard noted and reported to the COR. The COR will then notify the KO and a method for correction of the deviation agreed upon between the KO and the Contractor.

SURVEILLANCE: The government will also execute random inspections of training and education classes and briefs then fill out the form in Technical Exhibit 2. The Government reserves the right to attend any training class, brief, or other Contractor executed event without prior notification to the Contractor.

STANDARD: Evolution executed per the applicable paragraph of the PWS.

PROCEDURES: Government personnel attending a Contractor event with the intent of a random inspection will bring with them technical exhibit 2. This form will be filled out and returned to the COR for filing and review. Any discrepancies that deviate from the standard will be address to the KO and applicable corrections initiated by the Contractor.

SURVEILLANCE: The Government COR will verify the required deliverables for each task and ensure the technical experts understand those requirements. The technical experts will collect the deliverables from the contractor and screen for quality and compliance per the PWS and the PRS. The technical experts will report all deliverables received to the COR and any discrepancies with those deliverables.

STANDARD: The Contractor shall perform all work required by the task or delivery order in a satisfactory manner in accordance with the appropriate SOW paragraph and the PRS. The COR shall not consider the task or delivery order complete until all deficiencies have been corrected.

PROCEDURES: The Government will award contract option periods to the Contractor on an as needed basis. Once a contract option period is awarded the Contractor will work with the COR and the technical experts to verify the required deliverables and timelines. Once deliverables are determined the Contractor will complete the required task and then turn the deliverables into the appropriate technical expert or the COR. All deliverables will be reviewed for the appropriate items as defined in the PRS. Once all deliverables are received the COR will be notified and the task will be considered complete. For those deliverables that include customer feedback, the feedback will be reviewed and any deviations from the standard noted and reported to the COR. The COR will then notify the KO and a method for correction of the deviation agreed upon between the KO and the Contractor.

SURVEILLANCE: The government will also execute random inspections of training and education classes and briefs then fill out the form in Technical Exhibit 2. The Government reserves the right to attend any training class, brief, or other Contractor executed event without prior notification to the Contractor.

STANDARD: Evolution executed per the applicable paragraph of the PWS.

PROCEDURES: Government personnel attending a Contractor event with the intent of a random inspection will bring with them technical exhibit 2. This form will be filled out and returned to the COR for filing and review. Any discrepancies that deviate from the standard will be address to the KO and applicable corrections initiated by the Contractor.

ATTACHMENT1; PERFORMANCE REQUIREMENTS SUMMARY (PRS)

Standard #1: Data deliverables are made in accordance with the schedule and compliant with policy and orders.

Standard #2: timeliness and quality.

Standard #3: proper execution of all training sessions fulfills training objectives of the audience.

Std. #2: Deliverables are received 10 calendar days or more in advance of the exercise life-cycle event(s). Assessments are received not more than 5 calendar days after an exercise.

Std. #3: No more than two (2) customer complaints per calendar year

Standard #1: timeliness and quality.

Standard #2: compliant with applicable standards.

Standard #3: contractor certification.

Std. #2. Products require no more than two revisions. Std. #3Contractor is 100% compliant with required contract certifications.

(2) Number count of revisions made prior to Government acceptance.

(3) Format is IAW with doctrinal standards. (4) Certifications are reviewed annually and/or when a new FTE is hired.

ATTACHMENT 1; PERFORMANCE REQUIREMENTS SUMMARY (PRS), Continued

Standard #1: Timeliness and quality.

Standard #2: timely execution of event support; grammatically correct and complete written material

Standard #1: Timeliness and quality.

Standard #2: timely execution of event support; grammatically correct and complete written material

Standard #1: Maintain continuity.

Standard #2: Timeliness and quality.

ATTACHMENT 1; PERFORMANCE REQUIREMENTS SUMMARY (PRS), Continued

Standard #4: Services meet frequency requirements IAW contract schedule.

Std #4: courses and events were conducted in accordance with the Training Exercise and Employment Plan (TEEP).

Standard #1: deliverables are submitted IAW the schedule.

Standard #2: Compliant with service, Joint and multinational doctrine.

Standard #3: Timeliness and quality.

Std #2: Submitted document narratives are compliant with service, Joint and multinational doctrine.

Std #3: Deliverables are submitted 90% on time with two (2) or less revisions. No more than one validated customer complaint per year.

ATTACHMENT 1; PERFORMANCE REQUIREMENTS SUMMARY (PRS), Continued

Standard #1: timeliness and quality.

Standard #2: compliant with applicable standards.

Standard #3: Required formal learning center post course documents uploaded in MCTIMS within 10 calendar days of completion/update.

Std #2: accepted by the Government with 2 or fewer revisions 90 percent of the time Std #3: not more than one validated customer compliant per semi-annual period.

Standard #1: compliant with applicable standards.

ATTACHMENT 1; PERFORMANCE REQUIREMENTS SUMMARY (PRS), continued

Standard #1: Addresses all program area.

Standard #1: MOCTT and MISTC training network availability

C2TECOE C2 Training Services Contract QUALITY ASSURANCE MONITORING FORM

SERVICE or STANDARD:

SURVEY PERIOD: _________________________________________________________

SURVEILLANCE METHOD (Check):

· 100% Inspection

· Periodic Inspection

· Customer Complaint

LEVEL OF SURVEILLANCE (Check):

· Monthly

· Quarterly

· As needed

PERCENTAGE OF ITEMS SAMPLED DURING SURVEY PERIOD: ______ %

ANALYSIS OF RESULTS:

Service Provider’s Performance (Check):

Meets Standards

· Does Not Meet Standards

Narrative of Performance during Survey Period:

PREPARED BY: ___________________________________ DATE: _________________