ATT 3 - QASP Active Vehicle Barrier Maintenance.pdf

Quality Assurance Surveillance Plan (QASP) Contract No. (to be filled in after award) Vehicle Barriers Maintenance and Repairs Services

QUALITY ASSURANCE SURVEILLANCE

PLAN (QASP)

FOR

Vehicle Barriers Maintenance and Repairs

Services 17 July 2024

Quality Assurance Surveillance Plan (QASP) Contract No. (to be filled in after award)

REVISION CONTROL

Revision Number Date Remarks

Quality Assurance Surveillance Plan (QASP) Contract No. (to be filled in after award)

Table of Contents

Section A – Purpose

Section B – Roles and Responsibilities

Section C – Service Summary

Section D – Methods of Surveillance and Surveillance Procedures

Section E – Surveillance of Non-Service Summary (SS) Items

Section F – Unacceptable Performance

Section G– Certification/Acceptance of Services

Section H – Contractor’s Quality Control Plan

Section I – Contract Management

Appendix 1 – Performance Assessment Report (PAR)

Appendix 2 – Corrective Action Request (CAR) Letter

Appendix 3 – Customer Feedback Form

Quality Assurance Surveillance Plan (QASP) Contract No. (to be filled in after award)

Section A – Purpose

1. This Quality Assurance Surveillance Plan (QASP) has been developed to provide Contracting Officer Representative (COR) an effective and systematic method to evaluate Contractor provided services as required by the terms and conditions of the contract. This plan implements the guidance of FAR Part 46, MP 5301.602-2(d), and AFI 63-138, with respect to the Government’s quality assurance requirements.

2. The role of Government quality assurance is to ensure contract performance objectives are achieved. In conducting surveillance, CORs are to be objective, fair, and consistent in evaluating Contractor performance against the performance standards.

3. This plan is a living document and shall be revised or modified by members of the multi-functional team as circumstances warrant, throughout the life of the contract, to ensure adequate oversight of Contractor performance is maintained.

Section B – Roles and Responsibilities

Multi-functional Team (MFT) – The MFT is a customer-focused team instituted under the authority of senior leadership and responsible for assessing contractor performance and managing the requirement over the life of the contract. The emphasis is on teamwork, trust, common sense and agility. Membership may include as few members as the Contracting Officer (CO), Program Manager (PM), Contracting Officer Representative (COR), and functional/technical representative(s). Upon contract award, the contractor is included in the MFT. The initial evaluation of contractor performance is a joint determination by the Government members of the MFT that the contractor has successfully started performance, completed transition, is fully operational, and is within the estimated cost, schedule, and performance parameters of the contract.

1. Functional Director/Functional Commander (FD/FC) Supervisor

a. Identifies mission essential services, to include developing the necessary documents in accordance with DoDI 3020.37, Continuation of Essential DOD Contractor Services During Crisis.

b. Reviews Contractor performance documentation, prepared by COR, on a regular basis to ensure performance is compatible with contract and mission objectives while supporting a higher level of Contractor performance, and fostering synergistic partnerships.

c. Ensures requirements documents developed by the multi-functional team satisfy mission requirements are performance-based, foster innovation, and define metrics. Prepares Performance Work Statement (PWS) and QASP and obtains Contracting Officer coordination on the final product.

d. Plans, programs, and budgets adequate funds to ensure the execution is within approved funding baseline.

e. Nominates qualified individuals as CORs, primary and an alternate.

f. Ensures CORs maintain proficiency and evaluate the CORs job performance not less than annually. Ensures all personnel within the functional area who

Quality Assurance Surveillance Plan (QASP) Contract No. (to be filled in after award) may have contact with Contractor employees are aware of the contractual working relationship and the necessity to avoid any conduct that may constitute a real or perceived conflict of interest.

2. Program Manager (PM)

a. Liaison between the COR and the CO in regard to contract matters.

b. Compiles surveillance documentation and tracks contract-wide performance associated with the Program.

c. Maintains the No-Bid response history.

d. The PM is responsible for creating and documenting the overall assessment ratings and reporting annual Contractor Performance Assessment Report (CPAR) for all task orders awarded under the contract.

3. Contracting Officer Representative (COR)

a. Will ensure the initial requirements are documented thoroughly enough to ensure the contractor is not performing Inherently Governmental Functions (IGF) or Personal Services (PS).

b. CORs are responsible for ensuring contractors create the initial contract record in the applicable contract data reporting tool within 15 working days after contract award and validate that the information is complete and accurate. CORs are also responsible for working with the contracting officer to enter the data required by the National Defense Authorization Act (NDAA) of 2008 in the contract data reporting tool located at https://beta.sam.gov.

c. The COR shall conduct site visits.

d. Serves as a member of the multi-functional team.

e. Develops clearly defined technical requirements and independent cost/Government estimates for contract services to include participation, as appropriate, in requirements definition, acquisition planning, and contract formation processes.

f. Conducts Government contract quality assurance as delegated by the CO.

g. Provide reports on contract performance to the CO. If advised by a CO that the reports are inadequate, ensure revised reports address inadequate issues and are determined adequate by the CO.

h. Evaluates and documents the Contractor’s performance in accordance with the procedures set forth in this plan.

i. Notifies the CO of any performance deficiencies.

j. Establish and maintain electronic files in the Surveillance Performance

Monitoring Module (SPM) in accordance with DFARS PGI 201.602-2(d).

k. Recommends improvements to the PWS and QASP, throughout the life of the contract.

l. Review and understand the terms and conditions of the contract as well as maintaining technical competency in the functional area surveyed.

m. Provide information necessary to determine if there is an absence of personal conflict of interest and, once designated, notify the CO if a potential or actual conflict of interest subsequently arises.

Quality Assurance Surveillance Plan (QASP) Contract No. (to be filled in after award)

n. Certifies acceptance of services.

o. Neither misrepresents the limits of authority in dealings with the contractor nor takes any action which may constitute, or appear to constitute, an informal agreement or unauthorized commitment. A COR may be held personally liable for unauthorized acts.

p. Identifies opportunities to improve performance throughout the life of the contract, including benchmarking against industry, identifying initiatives, assessing the risk associated with these initiatives, using the performance plan for implementing initiatives brought forward, and monitoring the success of implementation.

q. Recommends any changes necessary to the task order, specifications, instructions, or other requirements that will provide more effective operations or eliminate unnecessary costs.

r. Neither delegate nor re-delegate any responsibilities that were delegated by the CO.

4. Quality Assurance Program Coordinator (QAPC)

a. Supports the multi-functional team in the development of contract requirements specifically ensuring that requirements are clearly stated and enforceable.

b. Researches the commercial market to ensure the multi-functional team is using the most efficient and effective assessment methods, techniques, and best commercial practices in performance of the contract.

c. Trains CORs on the contracting requirements associated with the quality assurance program.

d. Trains Functional Commanders/Directors (FC/FD) and Supervisors.

e. Assists in development of quality assurance related training as requested.

f. Maintains the organization’s COR management system database (e.g. SPM at https://piee.eb.mil/). Duties include maintaining:

(1) a record of all COR designations and terminations of designations, to include COR’s

(2) a record of all COR and COR management training, including refresher training regardless of provider (e.g., QAPC, contracting officer, Defense Acquisition University (DAU), or commercial training provider)

g. Assists as required with the evaluation of the Contractor’s Quality Control Plans.

h. Provides initial/refresher training as necessary.

5. Contracting Officer (CO)

a. In appointing CORs, the CO should consider whether the person to be appointed is already performing COR duties on another contract (or contracts).

b. Although there is no prohibition from performing COR duties on more than one contract simultaneously, the CO must ensure that individuals appointed as CORs are able to dedicate sufficient time to perform effective oversight on each appointed contract.

Quality Assurance Surveillance Plan (QASP) Contract No. (to be filled in after award)

c. The number of contracts for which a COR may be assigned is a matter for the judgment of the CO considering the size, scope, and complexity of the individual contracts.

d. When an individual is designated as a COR for more than one contract (or more than one task or delivery order under a contract), a separate letter of designation must be provided for each contract (or task or delivery order).

e. The COR certification remains in effect until terminated by the CO.

f. The CO may not also serve as a COR on a contract that he or she awarded.

g. Designate a properly trained COR in writing before award of all service contracts in accordance with DFARS PGI 201.602-2.

h. COs may waive COR training requirements for COR nominees who have obtained a minimum of Level II “Certification in Contracting” (1102 job series), “Property” (1103 job series), or “Quality Assurance” (1910 job series), in accordance with sections 1701-1764 of Title 10, United States Code Chapter 87, also known and referred to in this instruction as “The Defense Acquisition Workforce Improvement Act (DAWIA).”

i. For other than service contracts, COs will either retain or delegate surveillance activities to a COR or Defense Contract Management Agency (DCMA).

j. Contracts may cover delivery of supplies and services. The CO will consider total delivery requirements of the contract, not the North American Industry Classification System (NAICS) or Standard Industrial Classification (SIC) code in the contract action report.

k. Upon receipt of a procurement request, review the requirement to determine if it requires performance of supplies or services or whether assistance in technical monitoring or administration of the anticipated contract is required.

l. If a COR is required, identify, by the standard (Type A, B, or C), the duties and responsibilities to be performed, and advise the requiring activity of the need for COR support.

m. Consideration for multiple or alternate CORs include: multiple regions or remote geographic locations for performance, the need for constant surveillance, or size of requirement.

n. Upon receipt of the COR nomination package(s) from the requiring activity, review the package to determine if the COR nominee is qualified by education, training, and experience. Notify the requiring activity that the COR nominee is acceptable or identify deficiencies and request additional nominations. The COR nomination and acceptance will be completed through Joint Appointment Module (JAM).

o. Provide an orientation to the COR nominee to address the delegated responsibilities, the importance of performance, personal conflicts of interest and potential conflicts of interest, informal commitments, unauthorized commitments and the ethics and integrity expected in relationships with the CO, COR management, and the contractor.

p. Notify the contractor and contract administration activity of the delegation of responsibilities and limits of COR authority by providing a copy of the executed COR letter of designation.

q. Delegate specific responsibilities to the COR prior to contract award, or task or

Quality Assurance Surveillance Plan (QASP) Contract No. (to be filled in after award) delivery order issuance, and ensure that a copy of the signed letter of designation is included in the COR’s contract file.

r. Review COR reports (as required by the CO), files, and other documentation for completeness and accomplishment of duties.

s. Provide feedback on COR performance to the COR’s supervisor. If the COR’s reports and performance are inadequate, discuss performance with the COR.

If the reports and the COR’s performance continue to be inadequate, discuss the COR’s performance with the requiring activity or the COR’s management.

If reports or performance continue to be inadequate, notify both the COR and requiring activity or COR management that the COR designation is (will be) terminated and request nominations for a replacement COR.

t. When termination of a COR designation due to transfer, retirement, or other causes is required, terminate the COR designation in writing. Notice of termination must be executed by the CO, acknowledged by the COR and COR management, and posted in JAM (unless use of the JAM has been waived).

u. Multi-functional team advisor for developing incentives/remedies, as appropriate, tied to performance objectives and performance thresholds.

6. Contractor

a. Complies fully with the terms and conditions of the contract.

b. Participates as a member of the multi-functional team after contract award.

c. Maintains and implements a quality control plan that is acceptable to the

Government.

d. Ensures that non-conformance of contract requirements are identified, corrected, and prevents recurrence.

e. Tenders to the Government for acceptance only those services that conform to contract requirements.

f. Recommends any changes to the contract that will provide more effective operations or eliminate unnecessary costs.

g. The Contractor shall comply with FAR 52.222-50, Combating Trafficking in

Persons. Additional information about Trafficking in Persons can be found at the site for the Department of State’s Office to Monitor and Combat Trafficking in Persons: http://www.state.gov/j/tip

Section C – Service Summary As a minimum, CORs will monitor, review, and report on the Contractor’s performance and compliance with all Service Summary (SS) items shown below (from Paragraph 2 of the PWS). The service requirements summarized below are the critical performance objectives that relate directly to mission essential items. The performance thresholds referenced in the table briefly describes the minimum acceptable levels of service required for each service requirement. The performance thresholds established for each of the performance objectives are the number of defects permitted before the COR notifies the contracting officer in accordance with 52.246-5 -- Inspection of Services -- Cost-Reimbursement.

Quality Assurance Surveillance Plan (QASP) Contract No. (to be filled in after award)

a. It is essential that the COR conduct the exact number of surveillances identified for an effective quality assurance program. COR shall document surveillance as it is conducted using a Performance Assessment Report (PAR). An example of the form is available in Appendix 1.

b. The COR shall conduct surveillance of the Contractor’s performance by determining whether or not the performance meets the standards contained in the contract.

c. Surveillance documentation shall include as a minimum, the date, time, and location the surveillance was conducted, rating results of the surveillance, contract paragraph number referencing the requirement, a short description of the requirement being surveyed, applicable remarks, and signature of COR conducting the surveillance. When COR determines that Contractor performance is unacceptable, the specific reason for the unacceptable performance shall be recorded on the CORs surveillance documentation.

2. Customer Feedback

Customer feedback is firsthand information from the actual users of the service. It should be used to supplement other forms of evaluation and assessment, and it is especially useful for areas that do not lend themselves to the typical forms of assessment. Customer feedback information should be used prudently. Sometimes customer feedback is complaint-oriented and subjective in nature, therefore, it may not always relate to actual requirements of the contract. Such information requires thorough validation.

a. Customer Feedback shall be validated, collected, and documented and become part of the official COR file in SPM.

b. Customer feedback, via the Customer Feedback Form (sample is provided in Appendix 3) shall be documented on the PAR. Feedback, positive or negative, shall be collected from the end user/requiring activity and be added as supplemental documentation to the PAR by the COR.

c. Negative feedback shall be documented by the customer and upon validation the COR, the CO will be notified. The CO will then issue a Corrective Action Request CAR (sample is provided in Appendix 2).

3. 100% Inspection As the name implies, all outputs in the designated lot would be observed by the COR. For example, with a service requirement for required reports, all reports listed in the lot would be examined for acceptance.

a. When utilizing this method of surveillance, the COR shall inspect items every instance they occur.

b. The COR will determine technical acceptability and compliance based on the performance threshold.

c. All inspections shall be documented on a PAR and become part of the COR File in SPM.

Quality Assurance Surveillance Plan (QASP) Contract No. (to be filled in after award)

Section E – Surveillance of Non-Service Summary (SS) Items

The Government has the right to inspect and test all services called for by the contract, to the extent practicable at all times and places during the term of the contract. Therefore, the COR will conduct surveillance for SS items and non-SS items as well. When the COR identifies unacceptable performance on non-SS items, the COR shall follow the procedures in Section F of this plan, Unacceptable Performance.

Section F – Unacceptable Performance

1. Unacceptable Performance When the Contractor’s performance is deemed unacceptable, the COR shall attempt to determine the cause of the unacceptable performance. If any Government action, or lack of action, caused the unacceptable performance, the unacceptable performance shall not be counted against the Contractor. The COR shall take action to ensure Government action, or lack of action, does not interfere with the Contractor’s performance in the future.

When the unacceptable performance is not the result of Government action, or lack of action, COR shall promptly notify the Contractor and the CO who issue a CAR to the Contractor to assure corrective action is taken. By signing and dating the CAR, the Contractor is acknowledging that he or she has been informed of the unacceptable performance, and not necessarily agreeing that the performance was unacceptable. COR shall direct the Contractor to re-perform the service, if possible, without additional cost to the Government. If the Contractor challenges the validity of the CORs unacceptable surveillance findings, and the COR and Contractor cannot come to an agreement, the matter shall be referred to the CO for resolution. The Contractor shall be required to return all completed CARs to the COR, no later than the suspense date indicated on the

CAR.

2. Corrective Action Requests (CARs):

CARs will be initiated whenever the Contractor is not meeting contract quality requirements. All CARs will be maintained in SPM by the COR for tracking and trending purposes. The FD/FC will be consulted as necessary regarding the level of corrective action to be pursued.

3. Remedies for Unacceptable Performance.

a. In accordance with FAR 52.246-5 – (Inspection of Services -- Cost- Reimbursement), if any of the services do not conform to the contract requirements; the Government may require the Contractor to perform the services again in conformity with contract requirements, at no increase in contract amount. When the defects in services cannot be corrected by re-performance, the Government may –

Quality Assurance Surveillance Plan (QASP) Contract No. (to be filled in after award)

(1) Require the Contractor to take necessary action to ensure that future performance conforms to contract requirements; and

(2) Reduce the task order price to reflect the reduced value of the services performed. This may include a reduction in the number of paid hours to reflect the total non-performance period.

b. If the Contractor fails to promptly perform the services again or to take the necessary action to ensure future performance in conformity with contract requirements, the Government may --

(1) By contract or otherwise, perform the services and charge to the Contractor any cost incurred by the Government that is directly related to the performance of such service; or

(2) Terminate the contract or task order for default.

Section G– Certification/Acceptance of Services The COR shall submit all PARs to the CO by the 5th workday following the completion of preventative maintenance. These reports are essential for identifying areas that are nonconforming and whether the Contractor has satisfied the basic requirements of the PWS. All PAR documentation shall be submitted with all validated customer feedback and CARs.

Section H – Contractor’s Quality Control Plan

1. In accordance with the PWS, the Contractor shall establish and maintain a Quality

Control Plan to ensure the requirements of the contract are provided as specified. The Contractor shall provide a Quality Control Plan describing the inspection system for the requested services listed in the PWS. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of unacceptable services. The Contractor shall update the plan as changes occur and changes shall be submitted for review and acceptance by the Contracting Officer. The Contractor’s Quality Control Plan shall contain, as a minimum, the following items:

a. A description of the inspection system to cover all services. Description shall include specifics as to the areas to be inspected on a scheduled and unscheduled basis, frequency of inspections, and the title and organizational placement of the inspector(s).

b. A description of the methods to be used for identifying and preventing defects in the quality of service performed.

c. A description of how the records will be kept. Records must document all inspections and corrective or preventive actions taken.

Quality Assurance Surveillance Plan (QASP) Contract No. (to be filled in after award)

2. Contractor Inspection Records. Records of inspections shall be kept and made available to the Government throughout the contract performance period and for a period after contract completion until final settlement of any claims under this contract.

Section I – Contract Management

1. The multi-functional team shall utilize the following approaches, methods, and tools to manage the contract upon award:

a. COR shall conduct, document, track, and analyze Contractor performance via monthly surveillances. The surveillance results shall be maintained as Past Performance Information (PPI) and utilized as applicable to submit information into the annual Contractor Performance Assessment Report System (CPARS).

b. The Contractor shall maintain and implement a quality control plan to ensure the contract services conform to the requirements of the PWS. COR shall monitor Contractor’s performance against the Contractor’s quality control plan.

c. The multi-functional team shall conduct periodic progress meetings, as needed, to review the Contractor’s performance. The MFT shall document the meeting and identify issues, closed items, and open items with suspense’s to be completed. At these meetings the CO will apprise the Contractor of how the Government views the Contractor’s performance and the Contractor will apprise the Government of problems, if any, being experienced. The Contractor will also notify the CO, in writing, of any work being performed, if any, that the Contractor considers over and above the requirements of the contract. Appropriate action shall be taken to resolve any outstanding issues.

2. COMBATING TRAFFICKING IN PERSONS: DoD has a zero tolerance policy for human trafficking. CORs are the first line of defense in the battle against human trafficking and must complete Combating Trafficking in Persons training annually.

As the COR monitors the contractor and its employees, Combating Trafficking in Persons should rank among the COR’s chief priorities. CORs must be diligent in ensuring that contractors and contractor personnel are not trafficking in persons.

During surveillance, the COR will monitor the contractor’s performance regarding trafficking in persons for compliance with all that is required IAW FAR clause 52.222- 50, Combating Trafficking in Persons. The COR must inform the CO immediately if the contractor, contractor personnel, subcontractor, or subcontractor personnel have failed to comply with the requirements of the clause at FAR 52.222-50. After receiving this information, the CO shall provide information for any investigation and enforcement to:

Program Manager DoD CTIP Law Enforcement and Support

OUSD (P&R) DHRA

Quality Assurance Surveillance Plan (QASP) Contract No. (to be filled in after award)

4800 Mark Center Dr Suite 06J25-01 Alexandria, VA 22350-4000

Reports may also be made:

• On-line at http://ctip.defense.gov/ ;

• On-line via the National CTIP Hotline website at http://www.polarisproject.org/;

• By e-mail to CTIPReports@OSD.Pentagon.mil; or

• By phone to the National CTIP Hotline at 1-888-373-7888.

**Note: The COR must report any suspected violations or activities to the CO (See FAR Subpart 22.17 and DFARS Subpart 222.17).

**Note: CORs should not personally investigate suspected incidents of Trafficking in Persons but should forward all reported or suspected violations to the CO immediately.

**Note: The Contractor must take appropriate action should a violation occur.

For corrective procedures and remedies for non-compliance, see FAR 52.222- 50.

3. Documentation Requirements.

a. Thorough documentation of unperformed or poorly performed work is essential for tracking Contractor performance throughout the period of performance. This documentation provides the CO with Contractor status as it applies to the performance criteria and award fee data (if applicable).

The CORs, as trained inspectors, will document deficient work by compiling facts describing the inspection methods and results. The CORs will document nonconformance with the terms of the contract. The documentation, together with any recommendations, will be forwarded to the CO, who will decide corrective action.

b. The CO via a COR Duties and Responsibilities letter delegates inspection and acceptance to the COR. The CORs are required to maintain accurate records of the Contractor’s performance and keep the FD/FC informed of all data pertaining to Contractor status.

c. At a minimum the COR should maintain at a minimum, the following documentation, In the SPM:

a. Surveillance File. Surveillance documents must be developed and maintained by each COR who is assigned to accomplish quality assurance for a performance requirement. As a minimum, SPM shall contain the following:

1. COR signed Designation Letter from the CO

2. Copy of all mandatory required training

3. Copy of the QASP

Quality Assurance Surveillance Plan (QASP) Contract No. (to be filled in after award)

4. Customer Feedback documentation

5. Monthly PARs

6. Any applicable CARs – both open and closed

7. Surveillance correspondence

8. Site Visit documentation

Quality Assurance Surveillance Plan (QASP) Contract No. (to be filled in after award)

Performance Assessment Report (PAR) Evaluation Criteria Recommendations are listed below for assessing the Contractor’s performance. On each Performance Assessment Report (PAR) the Contractor will be evaluated in each of the following categories if applicable for each Service Summary Item or PWS task item.

A) Quality of Product or Service. Assess the Contractor’s conformance to contract requirements, specifications and standards of good workmanship (e.g., specified technical, professional, environmental, or safety and health standards). List and assess any sub-elements to indicate different efforts where appropriate. For example: Are reports/data accurate? Does the service provided meet the specifications of the contract? Does the Contractor’s work measure up to commonly accepted technical or professional standards? Assess the degree of Government direction required to solve problems that arise during performance.

B) Schedule. Assess the timeliness of the Contractor against the completion of the contract, task orders, milestones, delivery schedules, and administrative requirements (e.g., efforts that contribute to or effect the schedule variance). This assessment of the Contractor’s adherence to the required delivery schedule should include the Contractor’s efforts during the assessment period that contributes to or effect the schedule variance. This element applies to contract closeout activities as well as contract performance. Instances of adverse actions such as the assessment of liquidated damages, or issuance of Cure Notices, Show Cause Notices, and Delinquency Notices are indicators of problems which may have resulted in variance to the contract schedule and should therefore be noted in the evaluation.

C) Cost Control. Assess the Contractor’s effectiveness in forecasting, managing, and controlling contract cost. For example: Does the Contractor keep within the total estimated cost (what is the relationship of the negotiated costs and budgeted costs to actuals)? Did the Contractor do anything innovative that resulted in cost savings? Were billings current, accurate and complete? Are the Contractor’s budgetary internal controls adequate?

D) Business Relations. Assess the integration and coordination of all activity needed to execute the contract, specifically the timeliness, completeness and quality of problem identification, corrective action plans, proposal submittals, the Contractor’s history of reasonable and cooperative behavior (to include timely identification and resolution of issues in controversy), and customer satisfaction. Is the Contractor oriented toward the customer? Is interaction between the Contractor and the government satisfactory, or does it need improvement? Also, in making the assessment, include the adequacy of the Contractor’s accounting, billing, and estimating systems; and the Contractor’s management of Government Property (GFP), if a substantial amount of GFP has been provided to the Contractor under the contract.

E) Management of Key Personnel. Assess the Contractor’s performance in selecting, retaining, supporting, and replacing, when necessary, key personnel. For example: How well did the Contractor match the qualifications of the key position, as described in the contract, with the person who filled the key position? Did the Contractor support key personnel so they were able to work effectively? If a key person did

Quality Assurance Surveillance Plan (QASP) Contract No. (to be filled in after award) not perform well, what action was taken by the Contractor to correct this? If a replacement of a key person was necessary, did the replacement meet or exceed the qualifications of the position as described in the contract schedule?

Quality Assurance Surveillance Plan (QASP) Contract No. (to be filled in after award)

Appendix 2 – Corrective Action Request (CAR) Letter

Quality Assurance Surveillance Plan (QASP) Contract No. (to be filled in after award)

Appendix 3 – Customer Feedback Form

Customer Feedback Form.pdf