Attachment 0003 QASP.pdf

Quality Assurance Surveillance Plan

For

Student Transportation Charter Bus Contract

6 May 2022

TTC FHL

Fort Hunter Liggett, California

TABLE OF CONTENTS

Subject Page Number

1. Overview

2. Description of Services

3. Roles and Responsibilities

4. Contract Quality Requirements

5. Government Surveillance

6. Non-Conforming Performance

7. Deduct Plan

8. Data Analysis

9. Acceptance of Services

10. COR Status Report

11. Contractor Manpower Reporting Application (CMRA)

12. Contractor Performance Assessment Reporting System (CPARS)

13. Combating Trafficking In Persons

14. COR/Quality Assurance Surveillance Files

15. QASP Changes

1. Overview.

1.1. Purpose. The purpose of this Quality Assurance Surveillance Plan (QASP) is to identify the methods and procedures the Government will use to ensure it receives the services under this contract as identified in the Performance Work Statement (PWS).

1.2. Intent. The intent of this QASP is to: 1) ensure Contractor performance meets or exceeds contract terms, conditions and specifications; 2) hold the Contractor accountable for quality control; and 3) encourage the Contractor to take appropriate steps to control and improve quality.

Accordingly, the Government will perform surveillance on the contract in accordance with this QASP, but reserves the right to monitor the contract in any manner necessary, at any times necessary, and at all places necessary to ensure that the rendered services conform to contract requirements. The Government also reserves the right to perform quality assurance at the Subcontractor level and perform quality assurance at the contractor's place of business, if applicable. Resolution of non-conforming services discovered at the Subcontractor level will be addressed with the prime Contractor.

2. Description of Services.

2.1. Scope of Work. Safe movement of Soldiers and their personal and Army gear (3 bags each) to and from Fort Hunter Liggett (FHL) and San Jose Airport (SJC) on the scheduled days.

Contractor shall get all students and equipment safely to FHL TTC where they will be received.

2.2. Type of Contract. The government will award a service contract for the safe transportation of students to and from SJC and FHL.

3. Roles and Responsibilities.

3.1. Government. The Government will provide the KO and COR who will have oversight of the contract. They will ensure that the contractor meets all expectations described in the PWS.

3.1.1. Contracting Officer (KO). The KO is the only person with the authority to enter into, administer, and or terminate contracts, and make related determinations and findings on behalf of the Government. Note: The only individual who can legally bind the Government.

3.1.2. Contracting Officer’s Representative (COR). The (COR) will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract: perform inspections necessary in connection with contract performance: maintain written and oral communications with the Contractor concerning technical aspects of the contract: issue written interpretations of technical requirements, including Government drawings, designs, specifications: monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies;

coordinate availability of Government furnished property, and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

3.1.3. Contract Administrator. Not Applicable

3.1.4. Property Administrator. Not Applicable

3.2. Contractor.

3.2.1. Contract Manager. Contractor will provide this contact and their roles prior to award of the contract.

3.2.2. Project Manager. Contractor will provide this contact and their roles prior to award of the contract.

3.2.3. Quality Manager. Contractor will provide this contact and their roles prior to award of the contract.

4. Contract Quality Requirements.

4.1. Contractor’s Quality Control Program. The Contractor’s quality control program is the means by which he assures himself that his work complies with the requirement of the contract.

The Contractor shall ensure services are performed in accordance with this PWS. The Contractor shall identify, prevent, and ensure non-recurrence of defective services.

4.2. Government Quality Assurance. The Government shall evaluate the Contractor’s performance under this contract in accordance with this QASP. This plan is primarily focused on what the Government must do to ensure that the Contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance and minimum acceptable defect rate(s)

5. Government Surveillance.

5.1. Methods of Surveillance. The following Methods of Surveillance will be utilized in monitoring the Contractors’ performance:

5.1.1. 100% Inspection

5.1.2. Random Sampling

5.1.3. Periodic Inspection

5.1.4. Customer Feedback. The DA Form 5477, Customer Complaint Record, Attachment 2, will be used to document/record all complaints. The following procedures will be followed when a complaint is received.

• The COR will investigate and determine the validity of the complaint.

• If the complaint is determined to be invalid, the COR will inform the person who submitted the complaint of the reason(s) as soon as practical.

• For validated complaints that are true contractual non-conformances, the procedures in paragraph 6 below will be followed.

5.2. Surveillance Schedule. A Surveillance Schedule will be created each month utilizing the DA 5475, COR Surveillance Schedule, Attachment 3. The schedule is “FOR OFFICIAL USE ONLY” and is not releasable to anyone other than authorized Government personnel. A copy of the Surveillance Schedule will be filed in the Virtual Contracting Enterprise (VCE), COR Management Tool, https://cor.army.mil/, (Either as an Attachment to the Monthly COR Status Reports or uploaded separately in the Miscellaneous Documents Section of the CORs’ Online File.).

5.3. Surveillance Instructions/Checklists. Surveillance Checklists, Attachment 4, will be utilized and completed when surveillances are conducted.

5.4. Surveillance Documentation. The applicable Surveillance Checklist(s) will be completed when/as Surveillances are conducted. Completed Surveillance Checklist(s) will be filed in the Virtual Contracting Enterprise (VCE), COR Management Tool, https://cor.army.mil/, (Either as an Attachment to Monthly COR Status Reports or uploaded separately in the Miscellaneous Documents Section of the CORs’ Online File.).

6. Non-Conforming Performance. Non-conformance occurs when a Contractor fails to meet Contract or Task Order terms, conditions and/or specifications. All instances of non-conformance will be documented and the Contractor will be notified. Resolution of non-conformance discovered at the Subcontractor level will be addressed with the prime Contractor.

Non-conformance is classified as either: Level I (Minor); Level II (Major); or Level III (Critical).

6.1. Level I (Minor). Level I non-conformance is not likely to materially reduce the usability of services for their intended purpose or is a departure from established standards having little bearing on completing the contract requirement. Minor non-conformances can usually be corrected on the spot and can be issued to the Contractor through either a verbal or written Contract Discrepancy Report (CDR). However, the Government is still required to document verbal Level I CDRs. The COR may issue verbal Level I CDRs directly to the appropriate level of Contractor management. The COR will notify the KO as soon as practical when a verbal Level I CDR is issued and document them in their Monthly Reports. If the non-conformance cannot be corrected on the spot, the Contractor shall be given a suspense date to correct the deficiency. The KO will issue and sign written Level I CDRs, Attachment 5.

6.2. Level II (Major). Level II non-conformance is likely to result in failure of the services to meet contract requirements. Also, repeated discrepancies, a large number of documented Level I CDRs and trends indicating failure of the Contractor’s quality control program can be classified as Level II CDRs. The KO issues all Level II CDRs in writing, Attachment 5. The COR will notify the KO as soon as practical when a major non-conformance is identified.

6.3. Level III (Critical). Level III non-conformances result in hazardous or unsafe conditions due to the manner in which the services are performed; prevent or impact a vital agency mission as a result of performance; or are for repeated or uncorrected Level II CDRs. The Contracting Office Director or Deputy Director issues written Level III CDRs. The COR is responsible for notifying the KO immediately upon discovery of a critical non-conformance.

6.4. Documenting CDRs. Documentation, as a minimum, will include: the Contract or Task Order number; reference to the specific contract requirement; the specific discrepancy to the requirement; where it was discovered; the date and time it was discovered; Contractor representative who was notified; and the suspense date for Contractor response/corrective action.

6.5. Tracking and Resolving CDRs. All CDRs, verbal and written, regardless of issuer will be included in the COR’s Monthly Report. The COR and KO shall track CDRs to ensure the Contractor identifies and takes appropriate corrective action to the root cause and the specific non-conformance is corrected within the required timeline. The KO will make a final written determination of the Government’s remedies if the non-conformance is not corrected by the Contractor after receiving notice and a reasonable opportunity to correct the work.

7. Deduct Plan. This acquisition does not include a Deduct Plan.

8. Data Analysis. Data Analysis will be performed to identify trends in cost, schedule and/or performance risks. The results of Data Analysis will be documented in COR Status Reports and may be used to make adjustments to surveillance schedules, increase or decrease surveillance, if deemed appropriate. Negative trends noted using Government data/observations could result in issuing the Contractor a Contract Discrepancy Report. Trends noted using Contractor data will not result in a CDR unless the Contractor is not addressing the negative trend.

9. Acceptance of Services. When all services have been deemed acceptable and there is documented objective quality evidence to support acceptable performance the COR will accept the services provided and authorize payment of the Contractor. This is accomplished by approving the Contractor’s Receiving Reports in Wide Area Workflow at https://wawf.eb.mil/.

10. COR Status Report. COR Status Reports will be submitted on a Monthly basis to the Contracting Officer via the COR Management Tool. COR Status Reports will provide a synopsis of the Contractors performance for the inclusive dates of the report. The synopsis will contain a summary of: surveillances performed; Customer Feedback, if any; CDRs, if any; an analysis of the Contractors performance; recommended adjustments to surveillance schedules;

and any other pertinent contract information. Completed Surveillance Checklists and CDRs, if any, will be included as attachments to COR Status Reports or uploaded separately in the Miscellaneous Documents Section of the CORs’ Online file.

11. Contractor Manpower Reporting Application (CMRA). In accordance with Office of the Secretary of Defense Memorandum, Enterprise-wide Contractor Manpower Reporting

Application, dated 28 Nov 2012, the Contractor must report contractor manpower to the Contractor Manpower Reporting website at https://cmra.army.mil. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year.

The COR shall verify that the Contactor has complied with the required contractor manpower reporting annually and document the results in the VCE, COR Module, CORs’ Online File, CMRA section.

12. Contractor Performance Assessment Reporting System (CPARS). Documented surveillance data (COR Status Reports, Completed Surveillance Checklists, Customer Feedback and CDRs, if any) will be used to support CPARS ratings. CPARS will be completed in accordance with AFARS, Subpart 5142.15 – Contractor Performance Information.

13. Combating Trafficking In Persons (CTIP). In accordance with PGI 222.17 and FAR 52.222-50, the KO will be notified immediately of any information from any source that alleges a Contractor employee, subcontractor and/or subcontractor employee has engaged in conduct that violates the United States Government “zero” tolerance policy regarding trafficking in persons.

14. COR/Quality Assurance Surveillance Files. The official COR/Quality Assurance Surveillance File will be maintained in the on-line COR Management Tool per Army Contracting Command Pamphlet, 70-1.

15. QASP Changes. This QASP is a living document and, as such, may be changed as needed based on Data Analysis (trends), contract modifications, etc. The COR will send any recommended changes to the Contracting Officer for approval and the Contracting Officer must approve all changes

Attachments:

1. Performance Requirements Summary (PRS)

2. Customer Complaint Record, DA Form 5477

3. Surveillance Schedule, DA Form 5475

4. Surveillance Checklist(s)

5. Contract Discrepancy Report, DA Form 5479

Attachment 1

Performance Requirements Summary (PRS)

Performance Objective

(The Service required—usually a shall statement)

Standard Performance Threshold (This is the maximum error rate. It could possibly be “Zero deviation from standard”)

Method of Surveillance

PRS # 1.

The contractor shall provide clean and operational charter buses to transport personnel to and from SJC and FHL in a safe and timely manner

The contractor provided mechanically serviceable (no major damage) and clean (free from debris, dirt, and residue) transportation vehicles to and from designated locations in a safe and timely manner.

100% of the time the equipment should meet this standard.

100%, Random, Periodic and Customer Feedback

PRS # 2

Contractor Shall Provide Qualified and licensed personnel to operate motor coaches to and from SJC and

FHL

The Contractor provided licensed and qualified personnel.

No Deviation 100%, Random, Periodic and Customer Feedback

PRS # 3

Contractor Shall ensure that there is adequate space for luggage and personnel affects (3 Large bags per person)

Adequate space provided No Deviation 100%, Random, Periodic and Customer Feedback

PRS # 4

Not Used

Attachment 2

Customer Complaint Record, DA Form 5477

DA FORM 5477

Attachment 3

Surveillance Schedule, DA Form 5475

DA FORM 5479

Commented [A1]: You will need to develop a monthly schedule for conducting surveillance. You can use this form. The date you are going to conduct surveillance would go in the far left column.

You would list the PWS, paragraph number for the task you are going to surveill on the top line.

Attachment 4

Surveillance Checklist(s)

COR Inspection Checklist & Data Report (Fixed Firm Price Contract)

Meeting Contract Requirements

Contractor:

Contract Number:

Service Provided:

COR Name:

Date: YES No N/A

Comments:

Comments:

Comments:

Comments:

Comments:

Comments:

Comments:

Comments:

Comments:

Comments:

Commented [A2]: You will need to create a checklist or checklists that you will complete/fill out when you conduct surveillance. You would start each task to be surveilled in the form of a question (Did the Contractor…?). Also, include the PWS, paragraph number for each question.

Comments:

Comments:

Comments summary, to include, positive trends, negative trends, concerns, customer comments, and any additional COR comments:

Attachment 5

Contract Discrepancy Report, DA Form 5479

DA FORM 5475