Attachment 0004 Quality Assurance Surveillance Plan (QASP).pdf

PMFSS Technical Services Quality Assurance Surveillance Plan

QUALITY ASSURANCE SURVEILLANCE PLAN

1. Introduction.

1.1. This Quality Assurance Surveillance Plan (QASP) describes the process by which the Government will inspect and accept services performed by the Contractor on task orders issued under this contract. The QASP directly corresponds to the performance objectives and standards specified in the Statement of Work (SOW) for PMFSS Technical Services.

This QASP details how, when and by whom the Government will survey, observe, sample, evaluate, and document contractor performance results to determine whether the contractor has met the required standards for each objective in the SOW.

1.2. Each performance objective in the SOW is linked to a method of inspection incorporated in the QASP. Therefore, the QASP focuses on the level of performance required by the SOW, rather than on the methodology used by the contractor to achieve that level of performance. The QASP is based on the premise that the contractor, not the Government, is responsible for managing its quality controls and ensuring that performance meets the terms of the contract. The QASP will be reviewed as performance warrants. Consequently, the Government may unilaterally change the method of surveillance for any objective depending on the Government’s level of confidence in the contractor.

2. Surveillance Process. The Government has defined the acceptable quality levels and methods of surveillance for each performance objective in QASP Table 1.

2.1. Acceptable Quality Level is the Contractor’s maximum allowable leeway or variance from a standard before the Government will reject a service.

2.2. Method of Surveillance. The Contracting Officer or Contracting Officer’s Representative will conduct quality assurance surveillance on a monthly or monthly basis, as shown in QASP Table 1, using the methods shown in QASP Table 1.

3. Performance Ratings. For each objective during each monitoring period, the Government will assign the Contractor’s performance one of the following ratings:

3.1. Excellent. Performance meets all and exceeds contract requirements. Performance delivered with no required re‐performance/rework; problems that are encountered are minor and resolved in a highly effective manner.

3.2. Acceptable. Performance and deliverables meet all contract requirements. Performance delivered with no re‐performance/rework; problems that are encountered are minor and resolved in a satisfactory manner.

3.3. Unacceptable. Many contract requirements not met. Re‐performance is required.

Substantial problems were encountered and were resolved in a less than satisfactory manner.

4. Non‐Conforming Services. Contractor performance rated as unacceptable on any objective will be considered non‐conforming services, and in accordance with paragraph (a) of clause 52.212‐4 “Contract Terms and Conditions—Commercial Items,” the Contractor will be required to re‐perform those services at no increase in contract price; or, if re‐performance will not correct the non‐conforming services or re‐performance is not possible, the Government may seek an equitable price reduction or seek adequate consideration for acceptance of the non‐conforming services.

QASP Table 1

Objective Standard Acceptable Quality Level

Method of Surveillance

Effective Resource Planning (Staffing)

Manage, retain, replace and assign capable/qualified contractor personnel in a manner that meets all expressed contractual requirements with no observable degradation of services or impacts to mission requirements.

Key Personnel are available as required

No more than 1 customer complaint or deliverable rejection per month.

The Government shall receive no more than three Corrective Action Reports (CARs) or similar deficiency reports prescribed by the Performance Plan during the contractor’s performance of the entire task order.

No Pre-Deployment, Deployment, Government required Event reporting dates are missed without government approval.

100% Inspection of Services. Government complaint or deliverable rejection validated by Contracting Officer or Contracting Officer’s Representative.

Reviewed monthly and at completion of task order.

Contracting Officer’s Representative will record number of missed events due to staffing issues. Reviewed monthly and at completion of task order.

Quality Deliverables (Data)

Research, develop, prepare, compile, and submit Deliverables/CDRLs on time, addressing all data contents, fields, and specified instructions adequately. Upon submission to the Government, deliverables may require minimal non-substantive changes, such as corrections to spelling, etc., but shall not require substantive document corrections or revisions.

No more that 1% of assigned suspenses missed per month.

The contractor shall submit all Deliverables/CDRLs as instructed per the established schedule (due date) with no need for substantive changes. 90% accuracy and completeness with first draft; 100% accuracy and completeness with one correction/rewrite.

100% Inspection of Services. Contracting Officer’s Representative will record number of missed suspenses and number of inaccurate and incomplete deliverables. Reviewed monthly and at completion of task order.

Support to deployed Equipment

Contract requirements met with few minor and no significant problems encountered.

Performance meets all technical and functional requirements, and is highly responsive to changes in technical direction and/or the technical support environment

Personnel qualifications, assessments, evaluations, analyses, recommendations, and related input are thorough, reliable, highly relevant to contract requirements, and consist of substantial depth and breadth of subject matter expertise.

No more than 1 valid complaint per month. The Government shall receive no more than three complaints or negative reviews denoting a customer service/business acumen deficiency during the contractor’s performance of the entire task order.

Contractor shall respond to all tasks, questions, and inquiries by providing initial written acknowledgement to the requesting individual(s) within one business day.

The contractor shall close all tasks within 7 calendar days, providing written documentation to the Government detailing actions taken. All Government questions and inquiries will be addressed within five business days.

No equipment training events or certifications past due without prior government approval.

Government complaint validated by Contracting Officer or Contracting Officer’s Representative.

Reviewed monthly and at completion of task order. The Government shall perform random service sampling (reviews) to gauge the contractor’s customer service responsiveness and professionalism.

Contracting Officer’s Representative will record number of missed deployments/PMFSS Event report dates.

Reviewed monthly and at completion of task order.