Attachment 0002 - QASP.docx
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- Attached to
- Awareness, Communication, Education, and Visibility Federal contract opportunity
- Solicitation number
- 86615622Q00006
About this file
This combined synopsis and solicitation is seeking quotations for awareness, communication, education, and visibility services. The Department of Housing and Urban Development requires a contractor to positively change perceptions of housing counseling through an outreach campaign. The solicitation is set aside for small businesses under the 8(a) Program. Offerors must submit quotes by March 21, 2022 for consideration. The base period of performance is one year starting in August 2022, with four optional one-year extensions. The contractor will perform services at their own site. The solicitation includes a quality assurance surveillance plan and performance work statement as attachments outlining objectives, deliverables, and performance standards required over the period of performance.
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Quality Assurance Surveillance Plan (QASP) Awareness, Communication, Education, and Visibility 09/12/2018 Version 1.0
| 1 Vision | 3 |
| 1 INTRODUCTION | 3 |
| 1.1 Purpose | 3 |
| 1.2 Performance Management Approach | 3 |
| 1.3 Performance Management Strategy | 4 |
| 2 ROLES AND RESPONSIBILITIES | 4 |
| 2.1 The Contracting Officer | 4 |
| 2.2 The Contracting Officer Representative | 4 |
| 3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS | 5 |
| 4 METHODOLOGIES TO MONITOR PERFORMANCE | 5 |
| 4.1 Surveillance Techniques | 5 |
| 4.2 Customer Feedback | 5 |
| 4.3 Acceptable Quality Levels | 5 |
| 5 QUALITY ASSURANCE DOCUMENTATION | 6 |
| 5.1 The Performance Management Feedback Loop | 6 |
| 5.2 Monitoring Forms | 6 |
| 6 ANALYSIS OF QUALITY ASSURANCE ASSESSEMENT | 6 |
| 6.1 Determining Performance | 6 |
| 6.2 Reporting | 6 |
| 6.3 Reviews and Resolution | 6 |
| 6.4 Surveillance Matrix | 7 |
| Appendix 1 - Surveillance Matrix | 9 |
| Appendix 2 - Corrective Action Report (CAR) | 16 |
| Appendix 3 - Customer Complaint Record | 17 |
| Appendix 4 - Performance Assessment Report (PAR) | 18 |
Quality Assurance Surveillance Plan (QASP)
Awareness and Visibility 1 Vision
The vision of this requirement is to positively change the perception of the value of housing counseling among stakeholders, the industry and the public, and to design and implement a measurable outreach campaign that rebrands HUD housing counseling as a positive tool for achieving a wide range of housing goals.
1 INTRODUCTION
This Quality Assurance Surveillance Plan (QASP) is pursuant to the requirements listed in the Performance Work Statement (PWS) entitled Awareness and Visibility. This plan sets forth the procedures and guidelines the Office of Housing Counseling (OHC) will use in ensuring the required performance standards or service levels are achieved by the Contractor.
1.1 Purpose
1.1.1 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.
1.1.2 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
1.2.1 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 the Office of Housing Counseling 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.
1.2.2 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.
1.3 Performance Management Strategy
1.3.1 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. This QASP enables the Government to take advantage of the Contractor's QC program.
1.3.2 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.
2 ROLES AND RESPONSIBILITIES
The following personnel shall oversee and coordinate surveillance activities.
2.1 The Contracting Officer
The Contracting Officer (CO) is responsible for monitoring contract compliance, contract administration, and cost control and for resolving any differences between the observations documented by the Contracting Officer Representative (COR) and the Contractor. The CO 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 CO.
2.2 The Contracting Officer Representative
The COR is designated in writing by the CO 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 CO 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.
3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS
The required performance standards and/or quality levels are included in the PWS and in Appendix 1, "Surveillance Matrix". If the Contractor meets the required service or performance level, it will be paid the monthly amount agreed on in the contract.
4 METHODOLOGIES TO MONITOR PERFORMANCE
4.1 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:
· 100% Inspection - Each month, the COR, shall review the generated documentation and enter summary results into the Surveillance Activity Checklist.
· Customer Feedback
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. The customer always has the option to communicate complaints to the CO and/or 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.
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) included in Appendix 1, "Surveillance Matrix", for Contractor performance are structured to allow the Contractor to manage how the work is performed. For certain critical activities such as those involving collateral materials, toolkits, newsletters, articles and stakeholder outreach, the desired performance level is established at 100 percent. Other levels of performance are keyed to the relative importance of the task to the overall mission performance.
5 QUALITY ASSURANCE DOCUMENTATION
5.1 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 are assessed using the performance monitoring techniques shown in Appendix 1.
5.2 Monitoring Forms
The Government's QA surveillance, accomplished by the COR, may be reported using the following monitoring forms: Appendix 2 - "Corrective Action Report (CAR)", Appendix 3 - "Customer Complaint Record", and Appendix 4 "Performance Assessment Report" (PAR). The forms, 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 surveillance forms.
6 ANALYSIS OF QUALITY ASSURANCE ASSESSEMENT
6.1 Determining Performance
The Government will 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.
6.2 Reporting
At the end of each month, the COR will prepare a written 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 report 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.
6.3 Reviews and Resolution
6.3.1 The COR may require the Contractor's project manager, or a designated alternate, to meet with the CO, SME and/or other Government IPT personnel as deemed necessary to discuss performance evaluation. The COR 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,
· Any other item as necessary as determined by the contractor, CO, COR, or SME.
6.3.2 The CO and COR must coordinate and communicate with the Contractor to resolve issues and concerns regarding marginal or unacceptable performance.
6.3.3 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 be incorporated as a contract modification at the discretion of the CO.
6.4 Surveillance Matrix
The Surveillance Matrix (Appendix 1) is the list of performance objectives and standards that must be performed by the Contractor. This matrix details the method of surveillance the COR will use to validate and inspect these performance elements. Inspection of each element will be documented in the COR file.
Performance objectives define the desired outcomes. Performance standards define the level of service required under the contract to successfully meet the performance objective. The inspection methodology defines how, when, and what will be assessed in measuring performance. The Government performs surveillance, using this QASP, to determine the quality of the Contractor's performance as it relates to the performance element standards. The PRS should be used to form the foundation of the COR's inspection checklist.
In evaluating the quality of contractor’s performance, the following performance ratings may be used.
Performance Rating Criteria
| Excellent / Outstanding |
| Performance meets contractual requirements and exceeds many to the Government’s benefit. The contractual performance of the element or sub-element being assessed was accomplished with few minor problems for which corrective actions taken by the contractor was highly effective. |
| Very Good |
| Performance meets contractual requirements and exceeds some to the Government’s benefit. The contractual performance of the element or sub-element being assessed was accomplished with some minor problems for which corrective actions taken by the contractor was effective. |
| Satisfactory |
| Performance meets contractual requirements. The contractual performance of the element or sub-element contains some minor problems for which corrective actions taken by the contractor appear or were satisfactory. |
| Marginal |
| Performance does not meet some contractual requirements. The contractual performance of the element or sub-element 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. |
| Unsatisfactory |
| Performance does not meet most contractual requirements and recovery is not likely in a timely manner. The contractual performance of the element or sub-element contains a serious problem(s) for which the contractor’s corrective actions appear or were ineffective. |
Appendix 1 - Surveillance Matrix
| Statements |
| Standards/AQLs |
| Inspections |
| Ratings |
5.1 Market Research, Data Analysis, Marketing and Project Plan, and Other Research
What: Deliverables How: Review deliverable Frequency: After completion of the rough draft and as changes are made Who: COR/SME Standard(s): Inspection applies to all standards
5.1.1 Market Research and Data Analysis
Deliverables:
A002 Market Research and Analysis Reports A003 Communications and Collateral Materials Audit Report A004 Marketing Research Report A005 Digital Communications Audit Report A006 Primary Research Report A007 Other Research Reports
a) Reports shall be due 10 business days from completion of the research or task in a format agreed upon by the COR, SME, and Contractor. All reports must contain all information outlined in this section.
AQL: Reports shall be due 12 business days from completion of the research or task in a format agreed upon by the COR, SME, and Contractor. All reports must contain all information outlined in this section.
What: Deliverables How: Review deliverables Frequency: After completion of task Who: COR and SME Incentive: 5% reduction of invoice CLIN Standard(s): a
5.1.2 Marketing Plan
Deliverables:
A008 Marketing Plan
a) The Contractor shall deliver a draft Plan within 20 business days of contract execution. The COR and SME shall review and return the Plan to the Contractor within 7 business days with required changes. A final Plan shall be delivered within 5 business days of COR and SME approval.
AQL: The Contractor shall deliver a draft Plan within 25 business days of contract execution. The COR and SME shall review and return the Plan to the Contractor within 7 business days with required changes. A final Plan shall be delivered within 5 business days of COR and SME approval.
What: Deliverables How: Review deliverable Frequency: After completion of the task Who: COR and SME
5.1.3 Project Management Plan
Deliverables:
A009 Project Management Plan
a) The Contractor shall deliver a draft Plan within 20 business days of contract execution. The COR and SME shall review and return the Plan to the Contractor within 7 business days with required changes. A final Plan shall be delivered within 5 business days of OHC approval.
AQL: The Contractor shall deliver a draft Plan within 25 business days of contract execution. The COR and SME shall review and return the Plan to the Contractor within 7 business days with required changes. A final Plan shall be delivered within 5 business days of OHC approval.
What: Deliverables How: Review deliverables Frequency: After completion of the task Who: COR and SME
| Statements |
| Standards/AQLs |
| Inspections |
| Ratings |
5.2 Event Planning and Outreach
What: Deliverables How: Review Deliverable Frequency: After completion of the task Who: COR/SME Standard(s): Inspection applies to all standards What: Deliverables How: Review deliverables Frequency: Monthly Who: COR/SME Standard(s): Inspection applies to all standards
5.2.1 Event Planning
Deliverables:
A010 Event Plan A011 Event Report
a) The Event Plan shall be delivered within 10 business days of notice of the event and contain all pertinent information to plan the event.
AQL: The Event Plan shall be delivered within 12 business days of notice of the event and contain all pertinent information to plan the event.
b) The Event Report shall be delivered within 10 business days of completion of the event and contain all required information outlined in this section.
AQL: The Event Report shall be delivered within 12 business days of completion of the event and contain all required information outlined in this section.
What: Deliverables How: Review deliverables Frequency: After completion of the task Who: COR and SME
Standard(s): a, b
5.2.2 Stakeholder Outreach
Deliverables:
A012 Outreach Plan A013 Outreach Report
a) Outreach shall be conducted in accordance with the requirements outlined in this section.
AQL: This is a critical task and requires zero deviation.
What: Deliverables How: Review deliverables Frequency: After completion of the task Who: COR and SME
| Statements |
| Standards/AQLs |
| Inspections |
| Ratings |
5.3 Collateral Material and Toolkits and Newsletters and Articles
5.3.1 Collateral Material and Toolkits
Deliverables:
A014 Collateral Outreach Material and Toolkit
a) Collateral materials shall be delivered in a format that is editable by HUD according to a schedule approved by the COR prior to the start of work. Documents shall contain no spelling or grammar errors. Completed materials shall be delivered in hard-copy within four days upon COR or SME request.
AQL: This is a critical task and requires zero deviation.
What: Deliverables How: Review deliverable Frequency: After completion of the task Who: COR and SME
5.3.2 Newsletters and Articles
Deliverables:
A015 Newsletter A016 Article
a) All delivered articles and newsletters are 508 compliant, contain no spelling or grammar errors, meet the OHC Style Guide requirements and are delivered within the agreed upon timeline.
AQL: This is a critical task and requires zero deviation.
What: Deliverables How: Review deliverable Frequency: After completion of the task Who: COR and SME
| Statements |
| Standards/AQLs |
| Inspections |
| Ratings |
5.4 Digital and Social Media
5.4.1 Digital and Social Media Support
Deliverables:
A017 Digital and Social Media Support Plan
a) This plan shall be delivered to the COR and SME within 40 business days of completion of the Digital Communications Audit. The COR and SME shall review and return the Plan to the Contractor within 7 business days with required changes. A final Plan shall be delivered within 5 business days of COR and SME approval.
AQL: This plan shall be delivered to the COR and SME within 45 business days of completion of the Digital Communications Audit. The COR and SME shall review and return the Plan to the Contractor within 7 business days with required changes. A final Plan shall be delivered within 5 business days of COR and SME approval.
What: Deliverables How: Review deliverable Frequency: After completion of the task Who: COR and SME
5.4.2 Stakeholder Training on Media relations and Social Media
Deliverables:
A018 Training Plan
a) Training Plans shall be informative and complete with a clear outline of the process to be used during training. defined goals will be identified with a clear path to meet those goals through training. Training Plans shall be delivered no later than 10 business days prior to training.
AQL: Training Plans shall be informative and complete with a clear outline of the process to be used during training. defined goals will be identified with a clear path to meet those goals through training. Training Plans shall be delivered no later than 7 business days prior to training.
What: Deliverables How: Review deliverable Frequency: After completion of the task Who: COR and SME
| Statements |
| Standards/AQLs |
| Inspections |
| Ratings |
5.5 Status of Strategy
Deliverables:
A019 Quarterly Strategy Status Report
a) The contractor shall deliver the Quarterly Strategy Status Report in an agreed upon format containing the minimum information outlined in this section by the 5th day of each federal government fiscal quarter.
AQL: The contractor shall deliver the Quarterly Strategy Status Report in an agreed upon format containing the minimum information outlined in this section by the 10th day of each federal government fiscal quarter.
What: Deliverables How: Review deliverable Frequency: Quarterly Who: COR and SME
| Statements |
| Standards/AQLs |
| Inspections |
| Ratings |
5.6 Project Monitoring and Evaluation
Deliverables:
A020 Meeting Minutes
a) The Contractor shall provide minutes of each meeting within 3 business days of the meeting.
AQL: The Contractor shall provide minutes of each meeting within 5 business days of the meeting.
What: Deliverables How: Review deliverable Frequency: After completion of the task Who: COR and SME
Appendix 2 - Corrective Action Report (CAR)
CORRECTIVE ACTION REPORT (CAR)
(If more space is needed, use reverse and identify by number)
1. CONTRACTOR
2. CONTRACT NUMBER
3. TYPE OF SERVICES
4. FUNCTIONAL AREA
5. SUSPENSE DATE
6. CONTROL NUMBER
7. DEFICIENCY |_| MAJOR |_| MINOR
FINDING:
FINDING IMPACT:
Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the contractor is not required to provide a response.
8. QUALITY ASSURANCE PERSONNEL (COR)
TYPED NAME AND GRADE
SIGNATURE AND DATE
9. ISSUING AUTHORITY
TYPED NAME AND GRADE
SIGNATURE AND DATE
10. COR RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE
11. COR DETERMINATION
|_| ACCEPTED |_| REJECTED
12. CLOSE DATE
Appendix 3 - Customer Complaint Record
CUSTOMER COMPLAINT RECORD
DATE/TIME OF COMPLAINT
SOURCE OF COMPLAINT
ORGANIZATION
BUILDING NUMBER
INDIVIDUAL
PHONE NUMBER
NATURE OF COMPLAINT
CONTRACT REFERENCE
VALIDATION
DATE/TIME CONTRACTOR INFORMED OF COMPLAINT
ACTION TAKEN BY CONTRACTOR
RECEIVED/VALIDATED BY
Appendix 4 - Performance Assessment Report (PAR)
PERFORMANCE ASSESSMENT REPORT (PAR)
(If more space is needed, use reverse and identify by number)
| 1. CONTRACT/TASK ORDER NUMBER |
| 2. CONTRACTOR |
| 3. TYPE OF SERVICES |
4. QUALITY ASSURANCE PERSONNEL (COR) SIGNATURE AND DATE
| 5. COR PHONE |
| 6. SUSPENSE DATE |
I. PERFORMANCE
7. |_| DEFICIENCY (CHECK ALL BOXES THAT APPLY)
|_| NEW
|_| REPEAT
|_| NO DEFICIENCY NOTED
8. SERVICES SUMMARY or PWS PARAGRAPH ITEM REVIEWED
| 9. BRIEF DESCRIPTION OF DEFICIENCY (IF DEFICIENCY BOX WAS CHECKED) |
| 10. DETAILED PERFORMANCE ASSESSMENT |
II. CONTRACTOR VALIDATION
11. CONTRACTOR REPRESENTATIVE |_| CONCUR |_| NON-CONCUR
12. CORRECTIVE ACTION ESTIMATED COMPLETION DATE
13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF RECURRENCE OR REASON FOR NON-CONCURRENCE OF COR CITED DEFICIENCY
III. ACTION CORRECTED
14. |_| CONCUR |_| NON-CONCUR COR SIGNATURE AND DATE
15. COR REMARKS (REQUIRED)
6. CONTRACTOR REPRESENTATIVE REMARKS
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