Attachment 002 - QASP - Police Services Uniform Dry Cleaning 2026-2031 (002).pdf

DEPARTMENT OF THE TREASURY

BUREAU OF ENGRAVING AND PRINTING

FORT WORTH, TEXAS 76131

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

REQUISITION TBD

CONTRACTOR TBD

This is a services contract for the Contractor TBD, Fort Worth, Texas, to provide laundry, dry cleaning, alterations and repairs for police uniforms of assigned personnel. The government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the government.

Issued: March 15, 2026

TABLE OF CONTENTS

1 INTRODUCTION

1.1 Purpose

1.2 Performance Management Approach

1.3 Performance Management Strategy

2 ROLES AND RESPONSIBILITIES

2.1 The Contracting Officer

2.2 The Contracting Officer’s Technical Representative

3 IDENTIFICATION OF REQUIRED PERFORMANCE STANDARDS/QUALITY LEVELS

4 METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

4.2 Customer Feedback

4.3 Acceptable Quality Levels

5 QUALITY ASSURANCE DOCUMENTATION

5.1 The Performance Management Feedback Loop

5.2 Monitoring Forms

6 ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

6.1 Determining Performance

6.2 Reporting

6.3 Reviews and Resolution

ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY

ATTACHMENT 2: QUALITY ASSURANCE MONITORING FORM

ATTACHMENT 3: CUSTOMER COMPLAINT FORM…………………………………………………7

QUALITY ASSURANCE SURVEILLANCE PLAN

(QASP)

1. INTRODUCTION

This quality assurance surveillance plan (QASP) is pursuant to the requirements listed in the Statement of Work (SOW) entitled Uniform Dry Cleaning for Assigned BEP Police Personnel. This plan sets forth the procedures and guidelines the Police Services Branch, Bureau of Engraving and Printing will use in ensuring the required performance standards (services levels) are achieved and maintained 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 Statement of Work (SOW) 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 parties involved with the Bureau of Engraving and Printing, Fort Worth, Texas, Police Uniform Dry Cleaning contract, which identifies the following: performance objectives, 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 SOW 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 Bureau of Engraving and Printing to monitor and manage the contractor’s performance to ensure the expected outcomes or performance objectives communicated in the SOW 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 the contractor is achieving outcomes for the project.

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 services provided. The contractor measures that quality through the contractor’s own quality control (QC) program. 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 SOW. 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’s QCP will set forth the staffing and procedures for examining the quality, timeliness, responsiveness, customer satisfaction, and other performance requirements in the SOW. This QASP enables the government to take advantage of the contractor’s QC program.

1.3.2 The government representative(s) will monitor services provided and review customer feedback reports (as related to BEP personnel) 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

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 Police Services Branch, Bureau of Engraving and Printing, 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’s Technical Representative

The contracting officer’s representative (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 SOW and in Attachment 1, “Performance Requirements Summary.” 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 required service or performance level will result in a deduction from the monthly amount or cancellation of contract.

4. METHODOLOGIES TO MONITOR PERFORMANCE

4.1 Surveillance Techniques

In an effort to minimize the performance management burden, the government to evaluate contractor performance when appropriate shall use simplified surveillance methods. The primary methods of surveillance are:

Random monitoring, which shall be performed by the COR designated inspector.

100% Inspection – Each month (when services are utilized), the COR, shall review the generated documentation and enter summary results into the Surveillance Activity Checklist.

Periodic Inspection – COR typically performs the periodic inspection on a monthly basis.

4.2 Customer Feedback

The contractor is expected to establish and maintain professional communication between its 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 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. The COR will accept those customer complaints and investigate using the Quality Assurance Monitoring Form – Customer Complaint Form, identified in Attachment 3.

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 Attachment 1, Performance Requirements Summary Table, for contractor performance is structured to allow the contractor to manage how the services are provided. For certain critical activities such as those involving accessibility to facilities, 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 at the Bureau of Engraving and Printing, Fort Worth, Texas.

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 SOW and is assessed using the performance monitoring techniques shown in Attachment 1.

5.2 Monitoring Forms

The government’s QA surveillance, accomplished by the COR, will be reported using the monitoring forms in Attachments 2 and 3 (when necessary). The forms, when completed, will document the government’s assessment of the contractor’s performance under the contract to ensure that the required results – expected quality levels are being achieved.

The COR will retain a copy of all completed QA surveillance forms.

6. ANALYSIS OF QUALITY ASSURANCE ASSESSMENT

6.1 Determining Performance

6.1.1 Government shall use the monitoring methods cited to determine whether the 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. Failure to meet AQL may result in cancellation of the contract services.

6.2 Reporting

6.2.1 At the end of each month (services are utilized), the COR will prepare a written report for the Bureau of Engraving and Printing 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 (Attachment 2), 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.

(*All documentation only required when services/facilities utilized or upon request of the BEP).

6.3 Reviews and Resolution

6.3.1 The Bureau of Engraving and Printing (COR) may require the contractor’s project manager, or a designated alternate, to meet with the COR and other government personnel as deemed necessary to discuss performance evaluation items. 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

6.3.2 The 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 service levels should be clearly documented. Changes to service levels and procedures will be incorporated as a contract modification at the convenience of the Bureau of Engraving and Printing and Contractor TBD.

ATTACHMENT 1: PERFORMANCE REQUIREMENTS SUMMARY

To ensure the Government has an effective and systematic method of surveillance for the services in the Statement of Work. The Quality Assurance Surveillance Plan (QASP) will be used primarily as a tool to verify that the contractor is performing all services as required by the Statement of Work in a timely, accurate and complete fashion. Performance will be measured in accordance with the Government QASP table below.

Performance Requirement

Performance Standard

Maximum Allowable Degree of Deviation

(AQL)

Method of Surveillance

Meeting/Exceeding the

AQL (Incentives) Clean uniforms shall be provided weekly

Contractor shall ensure that each employee has a clean uniform for each workday with alterations as required, including two extra uniforms in case of spills.

Contractor shall deliver clean uniforms every Friday no later than 8 am.

25% variance Periodic and random inspection

Customer complaints

Favorable Performance Review for meeting all mandated requirements.

Non-conformance is unacceptable.

Failure to deliver clean uniforms on time twice or more times within a month will result in a deduction of 0.5% of the monthly contract payment.

Uniforms shall be properly marked for employee identification

Garments shall be marked for each employee by name, identification number, work area, garment number, contract number and delivery order number.

Contractor shall assign each employee with a unique identifier.

25% variance Periodic and random

An accurate accounting shall be kept of the uniforms delivered and picked up

Uniforms shall be bar-coded with employee identifier.

Contractor shall provide the COTR a report monthly (weekly) accounting for all uniforms delivered and picked-up.

0% variance Monthly accountability report to COTR

Favorable Performance

All uniforms shall be free of defects or anything affecting the appearance, usefulness or serviceability.

Contractor shall inspect all uniforms and replace/repair any defect.

All uniforms shall be repaired within 2 weeks of notification.

5% variance Routine and periodic

Review for payment for meeting all mandated requirements.

Two (2) or more validated customer Complaints will result in a deduction of 0.5% of the monthly contract payment.

Failure to repair or replace uniform within 2 weeks will result in a deduction of 0.5% of the monthly contract payment.

Weekly and monthly reports shall be provided on a timely basis.

The Contractor shall provide the COR with a weekly accounting of the number of uniforms delivered and the rental cost within (5) days.

The Contractor shall provide the COR with a monthly accounting of the number of uniforms, repairs, replaced and lost and a detailed accounting of charges within 2 weeks of the end of the accounting period.

5% variance Routine review of reports

Favorable Performance Review for payment for meeting all mandated requirements.

Receipt of good, consistent and timely reports will result in a positive past performance report.

ATTACHMENT 2:

COR MONTHLY STATUS REPORT FOR MONTH ENDING

COR Name:

Contract Number:

Delivery/Task Order:

Contract Period of Performance From To

CONTRACTORS QUALITY OF WORK

Exceptional

Very Good

Satisfactory

Marginal

Unsatisfactory

1. Is the Contractor up –to-date in submitting or performing the following:

a. Monthly Invoices or Cost Vouchers

Yes Comments No

N/A

b. Sub-Contractor Information

Yes Comments No

N/A

c. Required Deliverables

Yes Comments No

N/A

d. Status Reports

Yes Comments No

N/A

2. Has the Contractor conducted duties in a timely manner?

Yes Comments No

N/A

3. Were all the items in the QASP inspected?

No

N/A

4. Is the contract progressing on schedule?

Yes Comments No

N/A

5. Are there any significant issues to report?

Yes Comments No

N/A

6. Are there any discrepancies to report

Yes Comments No

N/A

7. Are there any customer complaints this month and if so how many?

Yes Comments No

N/A

8. Are there any issues for the Contracting Officer to be aware of?

Yes Comments No

9. Date the final goods or services were accepted? (MM/DD/YY)

Comments

10. Monthly COR Certification regarding personal services. If “YES”, describe what occurred, the date of occurrence, witnesses and other pertinent facts in the corresponding comment field below.

a. A government employee asking the contractor to hire or remove a particular employee:

Yes Comments No

N/A

b. A government employee asking the contractor to reassign or discipline an employee:

Yes Comments No

N/A

c. A government employee asking the contractor to grant or deny leave to a contractor employee:

Yes Comments No

N/A

d. A government employee changing a contractor’s personnel duty hours:

No

e. A government employee asking the contractor to perform work outside the scope of the current contract without an official modification or direction by the Contracting Officer:

Yes Comments No

N/A

f. Contractor personnel appear to be under relatively continuous supervision and control by a Government employee:

Yes Comments No

N/A

g. Contractor personnel performing inherently Governmental work functions (i.e. serving in a decision-making capacity, making budget decisions, supervising, or rating Government employees, etc.) FAR 7.503:

Yes Comments No

COR Signature:

I certify that this report is in accordance with the terms and conditions of this contract in conjunction with the QASP and monthly surveillance schedule.

ATTACHMENT 3:

CUSTOMER COMPLAINT FORM

CUSTOMER COMPLAINT RECORD

DATE OF COMPLAINT

TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

INDIVIDUAL

NATURE OF COMPLAINT___________________________________________________________

CONTRACT REFERENCE

COMPLAINT VALIDATED BY

DATE CONTRACTOR INFORMED

TIME CONTRACTOR INFORMED

ACTION TAKEN BY CONTRACTOR_____________________________________________________

RECEIVED AND VALIDATED FINAL RESULTS

NOTES