Att. D_QASP.pdf

Bureau of Alcohol, Tobacco, Firearms and Explosives

Quality Assurance Surveillance Plan & Performance Requirements Summary

Contract Victim Specialist Contractor’s Name: TBD

Requisition #: DJA-24-ASOD-PR-0300 Solicitation # 15A00024Q00000056

Contract/Task Order #: TBD

QASP & PRS DJA-24-ASOD-PR-0300, Solicitation # 15A00024Q00000056, TBD 2

A. INTRODUCTION

Purpose. The purpose of the Quality Assurance Surveillance Plan (QASP) is to identify the methods and procedures the Government will use to monitor contractor performance to determine whether the contractor is meeting the mission-essential elements of the Performance Work Statement (PWS). The QASP is designed to provide an effective, surveillance method by monitoring contractor performance for each listed performance objective in the Performance Requirements Summary (See Section E). This QASP is:

a. a living document that provides a systematic method to evaluate the services the contractor is required to perform as specified in the PWS and the contractor’s proposal/quotation.

b. designed to provide direction to personnel performing contractor-surveillance activities.

Personnel surveying the contract/task order terms and conditions and PWS requirements will periodically review the QASP throughout the life of the contract/task order to ensure the government only pays for the level of services received.

B. ROLES AND RESPONSIBILITIES.

1. Government. The government ensures the contractor is performing in accordance with (IAW) the contract/task order requirements and standards are achieved. It may use performance monitors, inspectors, technical experts, or others to provide information that helps the contracting officer’s representative (COR) monitor the contractor’s performance.

2. Contracting Officer (CO). The CO is responsible for safeguarding the interests of the United States Government in contractual relationships. Only the CO is authorized to bind the government to the extent of the warrant authority. Said individual shall also ensure the contractor receives impartial, fair, and equitable treatment under the contract/task order and determine the final assessment of the contractor’s performance with input from the COR. The CO shall designate authority for inspection and/or acceptance responsibilities to a COR IAW the Federal Acquisition Regulation (FAR) subpart 1.602-2. This documented authority allows the COR to act on the CO’s behalf. The CO and/or COR informs the contractor of the names, duties, and limitations of authority for all quality assurance personnel assigned to the contract/task order.

3. COR. The COR when designated:

a. serves as the eyes and ears for the CO;

b. provides continuous technical oversight by monitoring the contractor’s performance to ensure it meets the contract/task order requirements for: performance, cost, and schedule;

c. ensures contract/task order quality requirements, provisions, standards, and thresholds are defined, practical, enforceable, necessary, and verifiable;

d. documents contractor performance IAW this QASP and the PWS and maintains the surveillance documentation;

e. reports early identification of performance problems to the CO and notifies her of any significant performance deficiencies using a Contractor Discrepancy Report (CDR) or similar document with supporting documentation;

f. recommends improvements to the QASP and PWS throughout the life of the contract/task https://www.acquisition.gov/far

QASP & PRS DJA-24-ASOD-PR-0300, Solicitation # 15A00024Q00000056, TBD 3 order; and

g. evaluates/assesses contractor performance annually via the Contractor Performance

Assessment Reporting System (CPARS).

C. DESCRIPTION OF SERVICES

Scope of Work. The requirement is for the contractor/s to: provide/conduct/perform the primary, operational-support duties below for all ATF Field Divisions (FD) and Headquarters:

• provide backup support to all of ATF’s RVWSs and its VWAP Program Manager (PM) as it relates to victim services.

• conduct specialized trainings as needed and at the direction of the VWAP PM.

• assist ATF agents in securing victim safety and assist in finding secure locations and funding assistance for the victims.

• provide advocacy, support, and training services for ATF crime victims, to include training to ATF personnel on ATF’s VWAP, the AGG, and mandated-victim rights. additional presentations are provided for U.S. Attorney’s Office (USAO) personnel, other Federal and state law-enforcement personnel and to the general public.

D. QUALITY REQUIREMENTS

1. Quality-Control Program (QCP). The contractor is responsible for management and quality-control actions to meet the terms of the contract/task order. The contractor shall provide details of these controls (if required) in its QCP document.

2. Surveillance. The COR will perform monthly surveillance of the quality and effectiveness of the contractor’s tasks and deliverables as well as the services provided. Regardless of the surveillance method, the COR will always contact the contractor's Quality Manager or on-site representative when a defect is identified and inform said manager of the specifics of the problem. The designated COR shall monitor the contractor’s performance to ensure such meets a specific performance standard/acceptable-quality level (AQL).

3. Unacceptable Performance. If the number of complaints/defects exceeds the performance threshold for any objective, the COR will determine the possible cause of this unacceptable performance. Government-caused complaints/defects will not be counted against the contractor. (The same applies to any other requirement of the PWS when Government-caused complaints/defects are the cause of unacceptable contractor performance.) If the COR judges the contractor’s performance unacceptable for any requirement, the COR will document the discrepancy as non-conformance and inform the CO (if needed) for resolution. The COR must submit significant (major non-conformance) performance deficiencies to the CO using a Contractor Discrepancy Report (or similar document) and include supporting documentation.

CRITICAL Nonconformance: Such likely to result in hazardous or unsafe conditions for individuals using, maintaining, or depending upon the services; or likely to prevent performance of a vital agency mission.

MAJOR Nonconformance: Such, other than critical, likely to result in failure of the services, or to materially reduce the usability of said services for their intended purpose.

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MINOR Nonconformance: Such likely to materially reduce the usability of the services for their intended purpose or is a departure from established standards having little bearing on the effective use or operation of said services.

The contractor/s shall make all necessary corrections for nonconformance as required by the

CO/COR.

E. PERFORMANCE REQUIREMENTS SUMMARY (PRS)

1. Overview. The PRS details and identifies the contract requirements by performance objectives that relate directly to mission-essential elements in the PWS (i.e., deliverables).

The performance threshold describes the minimum standard/level of service the Government requires for said contractor to meet the contract requirements. The AQLs show the deviation from contract requirement (i.e., room for errors/mistakes/defects, etc.).

While there are various methods of surveillance to monitor contract performance, ATF will use direct observation. Lastly, the performance disincentive is a process that serves to motivate the contractor to meet the AQLs and encourage the contractor to improve the quality of its performance. See Section 7.5, PRS Table.

2. Performance Evaluation. The COR will evaluate the contractors’ performance to determine whether it meets the performance threshold. (Revising and resubmitting the documentation at no cost to the Government is the preferred method for correcting unacceptable performance.) The contractor shall provide the COR a written response explaining why its performance did not meet the standard threshold, how it will return performance to the AQL(s), and how it will prevent recurrence of the cause in the future.

3. Evaluation Ratings. The below ratings will be used to assess the contractor’s performance:

a. Exceptional – Performance meets contractual requirements and exceeds many to the Government’s benefit. The contractual performance of the task(s) and sub-task(s) being assessed was accomplished with few minor problems for which corrective actions taken by the contractor were highly effective.

b. Very Good – Performance meets contractual requirements and exceeds some to the Government’s benefit. The contractual performance of the task and sub-task being assessed was accomplished with some minor problems for which corrective actions taken by the contractor were effective.

c. Satisfactory – Performance meets contractual requirements. The contractual performance of the task and sub-task contain some minor problems for which corrective actions taken by the contractor appear or were satisfactory.

d. Marginal – Performance does not meet some contractual requirements. The contractual performance of the task and sub-task being assessed reflects a serious problem for which the contractor has not yet identified corrective actions. The contractor’s proposed actions appear only marginally effective or were not fully implemented.

e. Unsatisfactory – Performance does not meet most contractual requirements, and recovery is not likely in a timely manner. The contractual performance of the task or sub-task contains a serious problem(s) for which the contractor’s corrective actions appear or were ineffective.

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4. Surveillance Methods: Various methods of surveillance exist to monitor performance. The COR must use at least one (1) of the below surveillance methods in the administration of this

QASP.

a. PLANNED - DIRECT OBSERVATION. Can be performed periodically or through 100% surveillance.

b. PERIODIC INSPECTION. Uses a comprehensive evaluation of selected outputs.

Inspections may be scheduled Daily, Weekly, Monthly, Quarterly, or Annually or even unscheduled, as required.

c. PERIODIC SAMPLING. Uses a variation of random sampling, however, sample is only taken when a deficiency is suspected. Sample results are applicable only for the specific work inspected. Since sample is not entirely random, it cannot be applied to total activity performance.

d. RANDOM SAMPLING. Designed to evaluate the outputs of the award requirement by randomly selecting and inspecting a statistically significant sample. Highly recommended for large quantity repetitive activities with objective and measurable quality attributes.

e. USER SURVEY. Combines elements of validated user complaints and random sampling. Surveys are conducted to solicit user satisfaction/dissatisfaction.

Random surveys are appropriate for high-quantity activities that have historically been satisfactory. May also generate periodic and 100% inspections.

f. VALIDATED USER/CUSTOMER COMPLAINTS. Relies on the user of the service to identify deficiencies. Complaints are then investigated and validated. Highly applicable to services provided in quantity and where quality is highly subjective.

g. 100% INSPECTION. Evaluates all outputs. Most applicable to small quantity, but highly-important services. May be used where there are written deliverables and stringent requirements such as tasks required by law, safety, or security.

The below objectives are from the PWS, Section 4, TASKS.

Performance Objective Minimum Standard Performance Threshold Surveillance Method Incentive (positive/negative)

4.1 Independently establish and

maintain liaison with ATF’s field offices, DOJ counterparts, counterparts in other government and outside/external organizations, including the OVC, the USAO, and various federal and regional victims' organizations, such as the National Organization for Victim Assistance (NOVA), the National Victim Center, and other law-enforcement, social-services, tribal, local-, state-, and federal-government agencies.

4.8 Represent ATF on

outside/external committees and at national conferences and

Contractor will provide after-action reports after attending meetings and conferences within five (5) business days.

After-action reports will be provided within five (5) business days 100% of the time if CVS is present.

The COR will review after-action reports and receive input from those who interact with the contractor using the “PLANNED –

DIRECT OBSERVATION”

surveillance method.

The CO will record the contractor’s performance in CPARS (positive and negative). The CO may also terminate this contract vehicle if the contractor fails to meet the requirements of this PWS.

QASP & PRS DJA-24-ASOD-PR-0300, Solicitation # 15A00024Q00000056, TBD 6 seminars on issues relating to victim assistance, including participating in local-community, victim events.

4.3 Assist in the implementation

of on-going training programs for Special Agents, law-enforcement partners, and the general public.

Contractor will provide training, often independently, to a variety of audiences.

At least 98% of the time, the contractor will provide accurate training, delivering information on the VWAP and statutes & guidelines that ATF adheres to.

The COR and/or VWAP PM will periodically attend trainings provided and use the “PERIODIC INSPECTION” surveillance method.

The CO will record the contractor’s performance in CPARS (positive and negative). The CO may also terminate this contract vehicle if the contractor fails to meet the requirements of this PWS.

4.7 Serve as a violent-crime-

victim advocate for ATF’s crime victims, their families, and personnel, providing the following as needed and requested:

a. 24-hour victim response;

b. Victim notifications of their rights and services;

c. Crisis intervention and referrals;

d. Coordination with and assistance to other federal and local, law-enforcement, victim coordinators in serving victims of critical incidents;

e. Accompaniment of victims to court;

f. Accompaniment of/assistance to ATF agents in providing death notifications;

g. Assistance to ATF agents in victim interviews;

h. Gathering victim impact information;

and/or

i. Gathering victim information for detention and preliminary hearings.

Contractor will provide timely, professional services to victims as needed and requested by both the field special agents and ATF’s victim population.

At least 98% of the time, said staff is available during the core business hours (unless due to leave or on official travel) and responsive to special agents and victims phone calls or e-mails within 2 business hours to provide support and assistance as noted.

The COR will entertain feedback from ATF employees and victims who will work with said staff as it relates to the contractor’s timeliness and response.

The “USER SURVEY” surveillance method is to be used.

The CO will record the contractor’s performance in CPARS (positive and negative). The CO may also terminate this contract vehicle if the contractor fails to meet the requirements of this PWS.

4.10 Assist case agents in the

field with victim resource and service needs (including counseling) and locating emergency funds/resources for the relocation of victims;

and assist in the completion and submission of all relevant, funding requests and the coordination of services and

Contractor will provide timely, professional services to victims as needed and requested by both the field special agents and ATF’s victim population.

At least 98% of the time, said staff is available during the core business hours (unless due to leave or on official travel) and responsive to special agents and victims phone calls or e-mails within 2 business hours to provide support and assistance as

The COR will entertain feedback from ATF employees and victims who will work with said staff as it relates to the contractor’s timeliness and response.

The “USER SURVEY” surveillance method is to be used.

The CO will record the contractor’s performance in CPARS (positive and negative). The CO may also terminate this contract vehicle if the contractor fails

QASP & PRS DJA-24-ASOD-PR-0300, Solicitation # 15A00024Q00000056, TBD 7 assistance with the U.S.

Attorneys’ Offices.

noted.

4.20 Assist the RVWS with

maintaining the victim-notification system (VNS) requirements to include inputting and updating victim and case information; provide on-site support to FDs with victim needs in ATF investigations, as determined by the VWAP PM.

Contractor will input and update victim and case information within the victim notification system as new victims and cases are generated by Special Agents within one week in their designated area(s).

At least 98% of the time, said staff is available during the core business hours (unless due to leave or on official travel) and responsive to special agents, RVWS & PM phone calls or e-mails within 2 business hours.

The COR will entertain feedback from RVWS and VWAP PM as it relates to timeless and response. The “USER SURVEY” surveillance method is to be used.

The CO will record the contractor’s performance in CPARS (positive and negative). The CO may also terminate this contract vehicle if the contractor fails to meet the requirements of this PWS.

4.23 Each CVS shall submit

time sheets bi-weekly noting allocation of time providing victim services; submitted to the VWAP PM in a timely manner. Expected work time of 80 hours bi-weekly.

CVS will provide timesheets no later than the Monday following the end of the pay period to allow for timely processing.

Timesheets to be provided no later than the Monday following the end of the pay period to allow for timely processing 98% of the time. The 2% accounts for when the CVS is out of office.

The COR will entertain feedback from the VWAP PM as it relates to timeliness of timesheet. The “USER SURVEY” surveillance method is to be used.

The CO will record the contractor’s performance in CPARS (positive and negative). The CO may also terminate this contract vehicle if the contractor fails to meet the requirements of this PWS.

In addition, processing/payment may be delayed should the contractor not submit timesheets timely.

4.24 Each CVS shall update

and maintain the national Victim-Resource Guide (VRG) located on ATF's VWAP’s web page and iPhone application that’s utilized by field Special Agents.

As resources and policies change, CVS will continuously update VRG to reflect changes and updates.

100% of the time, updates & changes shall be made within the month the changes are recognized by the CVS.

The COR and VWAP PM will perform periodic inspections of the VRG to ensure compliance and use the “PERIODIC INSPECTION” surveillance method.

The CO will record the contractor’s performance in CPARS (positive and negative). The CO may also terminate this contract vehicle if the contractor fails