Attachment 0002 QASP.pdf

Attachment 0002-QASP

W909MY-21-R-0006

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

FOR

SECURITY SURVELLIANCE SYSTEM (SSS)

PRODUCTION, MAINTENANCE, AND SUPPORT

7 DECEMBER 2020

Prepared by:

Product Manager Force Protection Systems

5900 Putnam Rd, Bldg. 365 Ft Belvoir, VA 22060

TSS Quality Assurance Surveillance Plan (QASP)

Table of Contents

1.0 Purpose

2.0 Authority

3.0 Contract Scope

3.1 Contract Quality Assurance

3.2 Government Quality Assurance Surveillance

4.0 Roles and Responsibilities

4.1 PM FPS

4.2 Procuring Contracting Officer (PCO)

4.3 Contract Specialist (KS)

4.4 Contracting Officer Representative (COR)

4.5 PM FPS Program Analyst

4.6 Defense Contract Management Agency (DCMA) & Administrative Contracting Officer

(ACO) 6

4.7 Contractor

5.0 Methods of Quality Assurance Surveillance

5.1 Surveillance Folder

5.2 Incentives

5.3 Evaluation Areas of Contractor Performance Assessment Report

5.4 Contract Manpower Reporting Application

5.5 Performance Rating Definitions

5.6 Timely Feedback to Contractor

5.7 Documents / Reporting

5.8 Quality Surveillance

5.9 Remedies for Non-Conformance and Monitoring Forms

5.9.1 SSS Performance Assessment Report (PAR)

5.9.2 SSS Customer Complaint Form

5.9.3 SSS Corrective Action Report (CAR)

5.10 Contract Performance Assessment Reporting System (CPARS)

5.11 Disputes

5.12 Surveillance Matrix

APPENDIX A. ACRONYMS

APPENDIX B. CORRECTIVE ACTION REPORT

APPENDIX C. CUSTOMER COMPLAINT REPORT TEMPLATE

APPENDIX D. PERFORMANCE ASSESSMENT REPORT

APPENDIX E: SAMPLE QUALITY ASSURANCE MONITORING FORM

1.0 Purpose

This Quality Assurance Surveillance Plan (QASP) is a Government-developed document that describes the systematic quality assurance methods and guidelines used by the Procuring Contracting Officer (PCO), Administrative Contracting Officer (ACO), and the Contracting Officer’s Representative (COR) to measure and monitor Contractor performance. Specifically, this QASP measures the Contractor efforts toward meeting the requirements of the Performance Work Statement (PWS) for Security Surveillance System (SSS) (formerly known as Tactical Security System (TSS)) Production, Integration, Maintenance, and Support. This QASP:

a. Defines roles and responsibilities;

b. Identifies the performance standards and Acceptable Quality Limits (AQLs);

c. Defines the methodologies used to monitor and evaluate the Contractor’s performance;

d. Describes quality assurance reporting; and,

e. Describes the analysis of quality assurance monitoring results.

2.0 Authority

This QASP was developed in accordance with Federal Acquisition Regulation (FAR) Part 46, Quality Assurance, and the relevant Clauses for Inspection of support services and production systems to establish the procedures for monitoring, reporting, and evaluating the performance of the Contractor. The Government acceptance of supplies and services will be executed by the PCO or designated COR. The frequency and method of the Government’s monitoring (inspection), review responsibilities, and reporting requirements are set forth within this QASP.

3.0 Contract Scope

The Contract establishes the requirements for the production of SSS, technical data and support services including maintenance and repairs in support of the Full Rate Production (FRP) phase of the SSS program. The contract will be an IDIQ type with production and support services defined in the base contract PWS and each respective Delivery Order (DO) or Task Order (TO). The ordering period will be five years with a three year option. The scope of this contract is to produce and sustain the SSS configuration baseline throughout the Production and initial Operations and Support Phases of the SSS program.

3.1 Contract Quality Assurance

Per DFARS 246.4, Government Contract Quality Assurance, and the PWS, the Government will monitor and record the Contractor performance, as stated in this QASP.

PWS paragraph 3.1.3 Quality Assurance, requires the following:

a. The Contractor shall maintain an effective quality control program in accordance with (IAW) International Organization for Standardization (ISO) 9001:2015 or equivalent to ensure services are performed in accordance with the contract and the PWS.

b. The Contractor shall develop a Quality Assurance Program Plan (QAPP).

c. The Contractor shall make available, for review by the Government, quality system procedures, planning and all other documentation and data that comprise the Contractor's quality system for both hardware and software as documented in the QAPP.

d. The Contractor shall continually assess, monitor, and improve the effectiveness of their quality system and processes.

e. The Contractor shall refine, document, and maintain the current status of its Quality Assurance and Quality Control processes and procedures and post such documentation so that it is readily available to contractor employees and Government Quality Representatives.

As corrective actions are identified, the PCO may notify the Contractor of required modifications to the plan during the Period of Performance (POP).

3.2 Government Quality Assurance Surveillance

The Government will monitor Contractor performance and adherence to the PWS requirements, as outlined in Table 8 of the PWS, Program Compliance Documents. PWS requirements include: Contract Data Requirements List (CDRLs), work products, meetings, monthly Project Management Reviews, and technical reviews that provide progress of the contracted effort. The Government COR will monitor performance and review performance reports furnished by the Contractor to determine how the Contractor is performing against communicated and documented performance objectives. The Government will make decisions based on performance measurement metric data and will notify the Contractor of those decisions. The Contractor will be responsible for making required changes in processes and practices to ensure performance is managed effectively.

4.0 Roles and Responsibilities

The following Government personnel positions will oversee and implementation surveillance activities.

4.1 PM FPS

The PM will provide primary program oversight. While the PM may serve as a direct conduit to provide Government guidance and feedback to the Contractor on project matters, the PM is not empowered to make any contractual commitments or any contract changes on behalf of the Government. The PM will recommend a COR to the PCO, ensure the COR is trained before performing any delegated duties, and support the COR performance assessment activities.

4.2 Procuring Contracting Officer (PCO)

The Army Contracting Command-Aberdeen Proving Ground (ACC-APG), Belvoir Division will assign a PCO that is duly appointed with the authority to enter into, administer, or terminate contract actions, such as basic awards or modifications, and make related determinations and findings on behalf of the Government. See FAR Part

1.602 for authority and responsibilities.

The PCO will ensure performance of all necessary actions for effective contracting and compliance with the Contract terms and conditions. The PCO will serve as the official Government agent with authority to modify and interpret the Contract with the Contractor. The PCO will be the only Government official who can authorize contract actions that may result from review of Contractor performance. The PCO will also ensure that the Contractor receives impartial, fair, and equitable treatment.

The PCO will rely on the COR to provide information and recommendations regarding Contractor performance. While the PCO may delegate many of the day-to-day contractual administration duties to the COR, certain contractual actions will be retained as the sole purview of the PCO, including negotiation and issuance of contract modifications, issuance of Contract Deficiency Reports, issuance of “show cause” letters, Contract termination, Contract closeout, and Contractor claims and disputes resolution.

The PCO will designate in writing a COR. The PCO will ensure the COR is trained before performing any duties and supports COR performance assessment activities.

The PCO is ultimately responsible for the final determination of adequacy of Contractor performance.

Assigned PCO: Rosetta Wisdom-Russell ACC-APG Belvoir Division Telephone: (703) 704-0826 Email: rosetta.wisdom-russell.civ@mail.mil

4.3 Contract Specialist (KS)

The KS acts as an acquisition consultant, serving as a liaison between the Contractor and PM FPS, as well as a liaison between, the Contractor and the Army Contracting Center – Aberdeen Proving Ground.

Assigned KS: Tamara Jenkins ACC-APG Belvoir Division Telephone: (703) 704-0827 Email: tamara.n.jenkins.civ@mail.mil

4.4 Contracting Officer Representative (COR)

The COR will be an individual designated in writing by the PCO to act as the authorized representative to assist in the administration of the contract. The COR will be responsible for providing continuous technical oversight of Contractor performance. The COR is not empowered to make any contractual commitments or to authorize any contractual changes on behalf of the Government. For any changes that may affect contract price, terms, or conditions, the COR will alert the PCO for potential resolution or action. The source of authority for the COR is the PCO Delegation Memorandum. See FAR Part 1.604 and DFAR 201.602-2 for definition of responsibilities.

Assigned COR: TBD Telephone: (703) 704-XXXX Email: xxxx@mail.mil

4.5 PM FPS Program Analyst

The Program Analyst will be an individual designated by PM FPS to act as the authorized representative to assist in the administration of the financial management of the contract.

4.6 Defense Contract Management Agency (DCMA) & Administrative Contracting Officer (ACO)

Contract administrative responsibilities shall be assigned IAW the PCO’s delegation letter.

4.7 Contractor

The Contractor is responsible for the quality of all work performed. The Contractor measures the quality of all work performed under this contract, regardless of whether the work is performed by Contractor employees or by subcontractors, through the Contractor’s own QAPP. . The Contractor’s QAPP will set forth the staffing and procedures for self-inspecting the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the SSS 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 is responsible for implementing an inspection system conforming to requirements of ISO 9001:2015 or equivalent and is acceptable to the Government.

Complete records of all inspection work performed by the Contractor shall be made available to the Government during contract performance. The Contractor is responsible for carrying out its obligations under the contract by:

a. Controlling the quality of supplies and services.

b. Delivering to the Government for acceptance only those supplies or services that conform to contract requirements.

c. Ensuring that vendors or supplies of raw materials, parts, components, subassemblies, etc., have an acceptable quality control system, and maintaining substantiating evidence that the supplies or services conform to contract quality requirements, and furnishing such information to the Government upon request.

5.0 Methods of Quality Assurance Surveillance

5.1 Surveillance Folder

A surveillance folder will be used by the primary COR to perform surveillance of Contractor performance and adherence to contract requirements. The folder has the following divisions:

a. COR appointment letter, PCO letter of designation, and Training Record;

b. PWS and other pertinent parts of the contract;

c. QASP;

d. Surveillance Reports;

e. Correspondence: Customer and user comments;

f. Data and technical reports; and,

g. Any other relevant documentation involving contractor performance.

5.2 Incentives

There are no incentives expected for this contract.

5.3 Evaluation Areas of Contractor Performance Assessment Report

The COR will perform quarterly assessment and will file an annual assessment of the following evaluation factors.

a. Quality of Product or Service (Technical Performance) – The COR will assess the Contractor’s effort to transform operational needs and requirements into an integrated solution. Areas of focus may include the planning and management of program tasks, the quality of support provided throughout all phases of contract execution, and the management of a totally integrated effort of all program management concerns to meet cost, schedule, and performance objectives. The Contractor will be evaluated monthly with respect to the quality of the required support services and SSS production using the standards, AQLs, and monitoring methods in Table 2. The COR will document and archive the evaluations in the surveillance folder. The Contractor’s contribution in meetings and reviews, quality of technical reports, productivity level, and the overall quality of technical support will be assessed within the evaluations.

b. Schedule and Timeliness of Deliveries – The COR will assess the

Contractor’s adherence to the required delivery schedule by looking at the Contractor’s efforts during the period that contribute to or affect the schedule variance. This will take into consideration the significance of scheduled events, and will also assess the effectiveness of corrective actions taken by the Contractor. The Contractor will be rated on the responsive to Government tasking and their timely submissions of required support services and deliverables, as required by the contract. In addition, the Contractor will be rated on their conduct of scheduled reviews and their timely submission of review materials, per the agreed upon process and associated timelines as required by the contract.

c. Cost / Resource Control – The COR will assess the Contractor’s effectiveness in forecasting, managing, and controlling cost under the appropriate cost reimbursable Contract Line Item Number (CLIN). The COR will assess the causes and Contractor-proposed solutions for the existence of cost overruns, and underruns, where performance is adversely impacted. In addition, the Government will assess the extent to which the Contractor demonstrates cost responsibility through the efficient use of resources. The Contractor will use the funding authorized under each respective DO or TO to provide support throughout the POP. The Contractor shall not exceed the material, travel, or other cost-reimbursable CLINs without prior written PCO approval. The Contractor will be evaluated on the successful control of resources dedicated to PWS tasks. On a monthly basis, the COR will compare the Contractor’s reported burn rate of labor and funds on the CLIN and the COR will monitor and report on the timeliness of the contractor’s notifications to the PCO when funds reach 25% remaining.

d. Management – The COR will assess the turnaround, completeness, and quality of problem identification, corrective action plans, the cooperativeness of the Contractor, and customer satisfaction. Contractor’s success with management of subcontracts will be assessed by the COR. The Contractor’s ability to identify and apply resources required to meet schedule requirements, assign responsibility for tasks/actions required by the PWS, and communicate appropriate information to affected program elements in a timely manner will also be assessed. The COR will assess the Contractor’s program management and technical risks and the associated risk mitigation plans to determine if there are any impacts to PM FPS’s project objectives. Contractor management should put adequate systems in place to most efficiently perform the contract and protect the Government interests. For example, the Contractor’s QAPP and ISO 9001 or equivalent certifications should address Government property management, quality control, subcontracting, and accounting systems.

e. Small Business Participation – The COR will assess the Contractor-submitted Electronic Subcontracting Report System (www.eSRS.gov) Report.

The COR will assess compliance with all terms and conditions in the contract relating to Small Business participation including FAR 52.219-8, Utilization of Small Businesses and FAR 52.219-9, Small Business Subcontracting Plan (when required).

f. Other Areas – The COR will assess additional evaluation areas within the terms and conditions of the contract or unique to the PWS, including Appendix B, Special Requirements.

5.4 Contract Manpower Reporting Application

The COR will be responsible for validating Contractor input into the Contract Manpower Reporting Application (CMRA) website at https://sam.govl. The COR will obtain a user name and password, and validate that the Contractor has completely filled in required Contractor information at the CMRA web site by October 31 of the first year of the contract and annually by October 31 thereafter for the duration of the contract, or sooner if the contract is closed out. The COR will perform this validation during the month of November each year. The COR will report the CMRA results in the November Monthly COR Report (due in December of each year) to the PCO each year.

5.5 Performance Rating Definitions

The Government ratings and narrative must leverage off of FAR Part 42.1503, Table 42- 1 “Evaluation Ratings Definitions” as follows:

Table 1: Performance Rating Definitions (FAR Part 42.1503, Table 42-1)

Rating Definition Note

Exceptional – Performance meets contractual requirements and exceeds many to the Government’s benefit. The contractual performance of the element or sub-element being evaluated was accomplished with few minor problems for which corrective actions taken by the Contractor were highly effective.

To justify an Exceptional rating, identify multiple significant events and state how they were of benefit to the Government. A singular benefit, however, could be of such magnitude that it alone constitutes an Exceptional rating. Also, there should not have been any significant weaknesses identified.

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

To justify a Very Good rating, identify a significant event and state how it was a benefit to the Government. There should not be any significant weaknesses identified.

Rating Definition Note

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.

To justify a Satisfactory rating, there should have been only minor problems, or major problems the Contractor recovered from without impact to the contract/order. There should not have been significant weaknesses identified. A fundamental principle of assigning ratings is that Contractors will not be evaluated with a rating lower than Satisfactory solely for not performing beyond the requirements of the contract/order.

Marginal – Performance does not meet some contractual requirements. The contractual performance of the element or sub-element being evaluated reflects a serious problem for which the Contractor has not yet identified corrective actions. The Contractor proposed actions appear only marginally effective or were not fully implemented.

To justify Marginal performance, identify a significant event in each category that the Contractor had trouble overcoming and state how it impacted the Government. A Marginal rating should be supported by referencing the management tool that notified the Contractor of the contractual deficiency (e.g., management, quality, safety, or environmental deficiency report or letter).

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 Contractor corrective actions appear or were ineffective.

To justify an Unsatisfactory rating, identify multiple significant events in each category that the Contractor had trouble overcoming and state how it impacted the Government. A singular problem, however, could be of such serious magnitude that it alone constitutes an unsatisfactory rating. An Unsatisfactory rating should be supported by referencing the management tools used to notify the Contractor of the contractual deficiencies (e.g., management, quality, safety, or environmental deficiency reports, or letters).

5.6 Timely Feedback to Contractor

Timely feedback to the Contractor on unacceptable performance will be provided by the COR and documented in writing. Prompt feedback is essential so that the Contractor can develop and implement a corrective action plan. The Contractor's corrective action must be reported to the PCO for tracking purposes.

5.7 Documents / Reporting

The Contractor will provide the Quarterly Contractor Performance Review to the PCO.

The COR will report to the PCO any issues and concerns that cannot be resolved at the working level or which impact contractual requirements for resolution and contractual action as they occur.

5.8 Quality Surveillance

Quality surveillance of contractor performance will be performed as stated in the Government’s QASP. The Government, through implementation of its QASP, will monitor the Contractor’s performance on a continuing basis. However, the volume of tasks performed by the Contractor makes technical inspections of every task and step impractical. Accordingly, tasks will be monitored using a variety of surveillance techniques as described below. In addition, precise documentation is required to record, evaluate, and report the Contractor’s performance. As a result, all documentation resulting from surveillance will be made part of the contract file. During the Monthly Program Reviews the contractor, Contracting Officer, and PM staff will discuss contract performance, resolve issues, discuss customer complaints, and provide positive interaction and feedback to all parties. This process will provide a list of any unresolved deficiencies to the Contractor’s Quality Assurance Representative (QAR).

Performance evaluation will be accomplished by monitoring compliance with the performance requirements as described in the Contract and in the QASP. The method of evaluation will depend on the service type, and each service type may be assessed by more than one method. Generally accepted surveillance methods will be used by the Government and are described in its QASP. These methods include, but are not limited to:

a. 100% Inspection – The Government will evaluate 100% of designated tasks. This surveillance method is appropriate for tasks where 100% inspection is required and is practical.

b. Partial Inspection – The Government will evaluate less than 100% of designated tasks and on a selective basis. This surveillance method is appropriate for tasks that occur infrequently and where 100% inspection is neither required nor practical.

c. Random Sampling – The Government will evaluate less than 100% of designated tasks on a random basis. This surveillance method is appropriate for tasks that occur infrequently and where 100% inspection is neither required nor practical.

d. Operational Monitoring – The Government will examine reports generated by automated tools, logs, and websites.

e. Performance Reviews - The contractor will attend Contract Performance Reviews, as required. These meetings will focus on overall contract performance.

Specific dates, locations, agenda, and attendance requirements will be specified by the Contracting Officer at least 30 calendar days prior to each meeting.

5.9 Remedies for Non-Conformance and Monitoring Forms

In accordance with FAR 46.407 Nonconforming supplies or services, the PCO should reject support services and production systems not conforming in all respects to contract requirements. If the monitoring methods (inspections) indicate an unacceptable product or performance, the COR will notify the Contractor POC of the deficiencies for correction. The PCO ordinarily must give the Contractor an opportunity to correct or replace nonconforming support services and production systems when this can be accomplished within the required delivery schedule. If deficiencies are not corrected within the required time frame, the COR should notify the PCO for action. If the Contractor disagrees with the noted discrepancy and an agreement cannot be reached, the COR will notify the PCO for a final decision. Sample monitoring form can be found in Appendix E.

Three forms are used to record non-conformance which are located in Appendices B through D:

a. SSS Performance Assessment Report

b. SSS Customer Complaint Record

c. SSS Corrective Action Report

5.9.1 SSS Performance Assessment Report (PAR)

The PAR will be used to report all minor discrepancies and will be generated by the COR and sent to the Contractor for corrective action. Contractors will be given 10 days to correct the items stated in the PARs, unless they have requested an extension. If three or more minor discrepancies are found, the COR will combine them and process a Corrective Action Report (CAR). See Appendix D below.

5.9.2 SSS Customer Complaint Form

The COR will furnish instructions for this form to the Customer if the Customer pursues on filing a complaint of a service or product not meeting the Customer’s expectations. In addition, the Customer will receive the contract requirements that are associated with the service or product. The Customer must provide supporting evidence of complaint or feedback. After the COR validates feedback or complaint demonstrating Contractor noncompliance, the COR will process a PAR or CAR to the PCO. All Customer Complaint forms will be validated by the COR prior to notifying the Contractor. See Appendix C below.

5.9.3 SSS Corrective Action Report (CAR)

The CAR will be used to report a situation when there are three or more minor discrepancies or one or more major discrepancies documented. The CAR will be generated by the COR and forwarded to the PCO for action. A copy will be provided to the Contractor representative by the PCO. CARs are required to be corrected within 30 calendar days. Depending on the complexity of the finding, the Contractor may be allowed up to six months to correct a CAR. The COR will request that the Contractor provide the status of CARs on a monthly basis. The COR will keep an electronic log of all CARs and will keep a hard copy of CARs in the contract surveillance file. See Appendix B below.

5.10 Contract Performance Assessment Reporting System (CPARS)

CPARS (www.cpars.gov) will be prepared at least annually, documenting Contractor performance for this contract (See FAR Part 42.1502). More frequent updates may be made as required to document a significant improvement or degradation of the level of contract performance.

5.11 Disputes

Every attempt will be made to resolve all disputes arising under this contact using the Alternate Dispute Resolution (ADR) as outlined in FAR 33.214. If resolution cannot be made under ADR, the PCO will render a final decision.

5.12 Surveillance Matrix

The surveillance matrix (Table 2) on the following pages provides the performance standards, AQLs, and monitoring methods that are associated with the required support services and system enhancements within the PWS. Performance standards are used to define the desired outcomes. AQLs are used define the level of service required under the contract to successfully meet the performance standard. Monitoring methods describe how the Government will assess the required support services and system enhancements to determine if the Contractor meets the AQLs.

Attachment 0002-QASP

W909MY-21-R-0006

Table 2: Surveillance Matrix

Required Services (Tasks)

Performance Standards

Acceptable Quality Levels

Methods of

Surveillance

Submit Contractor Progress, Status, and Management Report

(PWS 3.1, 3.4.20)

95% compliance required in accordance with

PWS

Satisfactory or above, as defined in this attachment.

100% Inspection, Review submitted CDRLs and reports

Technical Requirements

(PWS 3.5.2)

The Contractor is responsible for ensuring that all deliverables as part of this contract meet all the technical requirements

Satisfactory or above as defined in this attachment

Periodic Inspection

Technical Training, skills, and certifications (PWS Appendix 2 – General Requirements)

The Contractor is responsible to ensure staff have the necessary skills, training and certification.

Satisfactory or above as defined in this attachment

Periodic Inspection, COR surveillance

Configuration Control (PWS Section 3)

The Contractor shall verify that all delivered SSS equipment meets the requirements of the contract

Satisfactory or above as defined in this attachment

95% inspection, COR surveillance, Government Acceptance Test Reports and PCA review

Repair and Warranty Actions

(PWS 3.4.6,3.4.13)

The Contractor shall provide a tracking report of all repaired items.

Satisfactory or above as defined in this attachment

Periodic Inspection and review of the Custodial Balance Report

Operational Readiness

(PWS 3.7)

The Contractor shall maintain an operational readiness (OR) rating of 90% or greater.

Satisfactory or above as defined in this attachment

Review submitted CDRLs and status reports

APPENDIX A. ACRONYMS

ACRONYM MEANING

ACO Administrative Contracting Officer ADR Alternate Dispute Resolution AQL Acceptable Quality Limits CAR Corrective Action Report CDRL Contract Data Requirements List CLIN Contract Line Item Number CMRA Contract Manpower Reporting Application COR Contracting Officer’s Representative CPARS Contract Performance Assessment Reporting System DCMA Defense Contracts Management Agency DFARS Defense Federal Acquisition Regulation DO Delivery Order EO/IR Electro-Optic / Infrared FAR Federal Acquisition Regulations TSS Tactical Security System IAW In Accordance With IDIQ Indefinite Delivery/Indefinite Quantity ISO International Organization for Standardization KS Contract Specialist MIL-STD Military Standard OPSEC Operations Security PAR Performance Assessment Report PCO Procuring Contracting Officer PM Product Manager PM Program Manager POC Point of Contact PWS Performance Work Statement QAR Quality Assurance Representative QAPP Quality Assurance Program Plan QASP Quality Assurance Surveillance Plan SSS Security Surveillance System TIM Technical Interchange Meetings TO Task Order

APPENDIX B. CORRECTIVE ACTION REPORT

SSS 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 (QAP)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

10. QAP RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. QAP DETERMINATION

ACCEPTED REJECTED

12. CLOSE DATE

APPENDIX C. CUSTOMER COMPLAINT REPORT TEMPLATE

SSS 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 D. PERFORMANCE ASSESSMENT REPORT

SSS 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 (QAP) SIGNATURE AND DATE

5. QAP PHONE 6. SUSPENSE DATE

I. PERFORMANCE

7. DEFICIENCY (CHECK ALL BOXES THAT

APPLY)

NEW

REPEAT

NO DEFICIENCY NOTED

8. SERVICES SUMMARY or SOW 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 QAP CITED DEFICIENCY

III. ACTION CORRECTED

14. CONCUR NON-CONCUR QAP SIGNATURE AND DATE

15. QAP REMARKS (REQUIRED)

16. CONTRACTOR REPRESENTATIVE REMARKS

APPENDIX E: SAMPLE QUALITY ASSURANCE MONITORING FORM

SERVICE or STANDARD:

SURVEY PERIOD:

SURVEILLANCE METHOD (Check):

Random Sampling 100% Inspection Periodic Inspection

Customer Complaint

LEVEL OF SURVEILLANCE (Check):

Monthly Quarterly As needed

PERCENTAGE OF ITEMS SAMPLED DURING SURVEY PERIOD: _____ %

ANALYSIS OF RESULTS:

Observed Service Provider Performance Measurement Rate: ______%

Service Provider’s Performance (Check): Meets Standards

Does Not Meet Standards

Narrative of Performance during Survey Period:

PREPARED BY: _________________________DATE: _________________