Attach_9_BSSS_QASP.docx

NATIONAL GEOSPATIAL-INTELLIGENCE AGENCY

QUALITY ASSURANCE SURVELLIANCE PLAN

Behavioral Science Support Services

6/16/2026

UNCLASSIFIED

ELS SOW

QASP Template, v2.0, 04/19/2024

TABLE OF CONTENTS

Behavioral Sciences Support Services (BSSS) QASP

INTRODUCTION

This Quality Assurance Surveillance Plan (QASP) is pursuant to the requirements listed in the Behavioral Science Support Service statement of work. This plan sets forth the procedures and guidelines the Counter Insider Threat Office (SII) Government Program Management Office (hereafter GPMO) will use to ensure the required performance standards are achieved by the contractor.

1.1 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 SOW or PWS and the contractor’s Quality Control Plan (QCP).

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.

1.2 PERFORMANCE MANAGEMENT APPROACH

This QASP will define the performance management approach taken by the GPMO to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives 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.

1.3 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 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. The contractor will develop and implement a performance management system with processes to assess and report its performance to the designated government representative. 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. The contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively to achieve expected outcomes or performance objectives.

2 ROLES AND RESPONSIBILITIES

PROGRAM MANAGER

The PM has the ultimate authority for the success or failure of the program and represents the Agency to the awarded vendor. The PM’s authorized representatives assist in administering the program contract. The PM is responsible for general/technical and financial administration of the program and to ensure proper government surveillance of the contractor’s performance. The PM is not empowered to make any contractual commitments or authorize any contractual changes on the government’s behalf. Any changes the contractor deems may affect contract price, terms, or conditions shall be referred to the Contracting Officer (CO) for action. The PM and additional representatives 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.

CONTRACTING OFFICER (CO)

The CO is responsible for monitoring contract compliance, contract administration, and cost control and for resolving any differences between the observations documented by the CO designated full-time Contracting Officer Representative (COR) for performance management. The CO shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract. 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 CO.

PRODUCT OWNER

The Product Owner is a major stakeholder for the program and will monitor performance throughout the life of the program. The Product Owner is responsible for general/technical guidance of the program in conjunction with the GPMO and ensures government surveillance of the contractor’s performance. The Product Owner is not empowered to make any contractual commitments or authorize any contractual changes on the government’s behalf. Any changes the contractor deems may affect contract price, terms, or conditions shall be referred to the CO for action. The Product Owner and additional stakeholders will have the responsibility for providing inputs to 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.

GOVERNMENT’S LEAD ENGINEER (OR REQUIREMENT EQUIVALENT)

The Government’s Lead Engineer is responsible for representing the government at Release Planning Events (RPE) and during Pre-release debriefs. In that role, the lead engineer determines how much of the work planned during the RPE (e.g. Story Points), was actually completed during each sprint and/or Program Increment.

CONTRACTING OFFICER’S REPRESENTATIVE

The Contracting Officer’s Representative (COR) and Alternate COR are designated in writing by the CO to act as his or her authorized representatives to assist in administering a contract in accordance with Department of Defense (DoD) Federal Acquisition Regulation (FAR) Supplement (DFARS) Procedures, Guidance, and Information (PGI) 201.602-2(ii). The COR and ACOR are to perform ONLY those duties and responsibilities delegated by the CO in their letter of designation. The COR and ACOR limitations are contained in the written appointment letters. The COR and ACOR are responsible for general and technical administration of the project and ensure proper government surveillance of the contractor’s performance. The COR and ACOR are not empowered to make any contractual commitments or authorize any contractual changes on the government’s behalf. Any changes the contractor deems may affect contract price, terms, or conditions shall be referred to the CO for action. The COR/ACOR and additional representatives 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.

3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

The required performance standards and/or quality levels are included in Attachment 1, Quality Assurance Surveillance Matrix (QASM). If the contractor meets the required service or performance level, it will be paid the monthly amount agreed on in the contract. Failure to meet the requisite service or performance levels would result in a deduction.

4 METHODS TO MONITOR PERFORMANCE

4.1 SURVEILLANCE TECHNIQUES

In an effort to minimize the performance management burden, simplified surveillance methods will be used by the government to evaluate contractor performance when appropriate. The primary method of surveillance is 100% inspection. Each month, the COR, will review the generated documentation and enter summary results into Attachment 2 (A.2), Quality Assurance Monitoring Form.

While it is the Government’s intent to conduct inspections 100% of the time, the volume of inspections may exceed the capacity of the IPT. Should that happen the IPT will conduct inspections in accordance with the priorities established by the Government Program Manager (GPM).

4.2 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 CO, COR, or GPM, as opposed to the contractor.

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

4.3 ACCEPTABLE QUALITY LEVELS

The Acceptable Quality Levels (AQLs) for contractor performance are included in Attachment A.1: SAMPLE—QASM. AQLs are structured to allow the contractor to manage how the work is performed. Levels of Effort/performance are keyed to the relative importance of the task to the overall mission performance.

5 QUALITY ASSURANCE DOCUMENTATION

5.1 PERFORMANCE MANAGEMENT FEEDBACK LOOP

The performance management feedback loop begins with the communication of expected outcomes. Performance is assessed in accordance with the performance monitoring techniques presented in Attachments A.1 and A.2.

5.2 MONITORING FORMS

The Government’s QA surveillance accomplishments will be reported using Attachment A.2. This form, when completed, will document the government’s assessment of the contractor’s performance under the contract to ensure that the required results are being achieved. The COR will retain a copy of all completed QA Monitoring Forms.

6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

6.1 DETERMINING PERFORMANCE

The Government will use the surveillance methods cited in A.1 to determine whether the performance standards, service levels, or acceptable quality levels (AQLs) have been met. If the contractor has not met the minimum requirements, it will be required to develop and deliver a corrective action plan, in the manner and within the time frame specified by the Government, to show how and by what date it intends to bring performance up to the required levels.

6.2 REPORTING

Periodically, the COR will prepare a written report for the CO summarizing the overall results of the quality assurance surveillance of the contractor’s performance. The CO and the COR will determine reporting frequency. This written report will include the contractor’s submitted monthly report and all completed Quality Assurance Monitoring Form and will become part of the QA documentation. It will enable the Government to demonstrate whether the contractor is meeting the stated objectives and performance standards, including cost/technical/scheduling objectives.

6.3 REVIEWS AND RESOLUTION

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

· Issues arising from the performance monitoring processes.

The GPM must coordinate and communicate with the contractor to resolve issues and concerns regarding marginal or unacceptable performance. The GPM 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 be incorporated as a contract modification by the CO.

A.1: SAMPLE 1—QUALITY ASSURANCE SURVEILLANCE MATRIX

Standards Acceptable Quality Levels

Schedule

Click and type to enter Program or Acquisition Name QASP

QASP Template, v2.0, 04/19/2024

A.2: SAMPLE 2—QUALITY ASSURANCE MONITORING FORM

SERVICE:

SURVEY PERIOD: S A M P L E

SURVEILLANCE METHOD (Check):

Random 100% Inspection Periodic Inspection Customer Complaint LEVEL OF SURVEILLANCE (Check):

Narrative of Performance During Survey Period:

PREPARED BY: ___________________________________ DATE: _________________

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