Attachment 02 - NIST Shuttle QASP.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN

TRANSPORTATION SHUTTLE SERVICES

1.0. Objective

This Quality Assurance Surveillance Plan (QASP) provides a standard of surveillance for monitoring the Shuttle Transportation Services contract and provides the approach the Government will use to conduct surveillance over the performance aspects of the effort and will help to ensure the standards of the contract are being met.

2.0. Contracting Officer’s Representative

NIST’s Contracting Officer’s Representative (COR) or designee will be monitoring performance.

Surveillance observations/inspections will be recorded in order to document the Contractor’s performance. This documentation will become an official Government record of the Contractor’s performance.

3.0. Complaints

All complaints related to Contractor performance shall be documented and reviewed by the Contracting Officer’s Representative (COR). The COR shall communicate complaints to the Contractor’s designated program manager for resolution. The Contractor shall cooperate with the COR and take timely corrective action to address or resolve complaints determined to be valid.

The Contractor shall monitor complaints for trends, patterns, or recurring issues that may indicate performance deficiencies and shall take proactive measures to prevent recurrence.

If the COR determines that complaints reflect a systemic issue, repeated noncompliance, or conduct that poses a risk to passenger safety, Government personnel, or mission requirements, the COR shall notify the Contracting Officer (CO) and the Contractor for further action.

Complaints determined by the COR and CO to be valid may be considered nonconforming performance and may result in contractual remedies, including invoice deductions, corrective action, removal of Contractor personnel from performance under this contract, or termination of the contract, depending on the severity of the infraction, in accordance with contract terms and applicable regulations.

4.0. Inspections

Periodic inspections may occur on a pre-determined basis (e.g. daily, weekly, and monthly) as determined by the COR. The results of periodic inspections may be used as the basis for subpar report documentation.

Random inspections may occur at any time and location.

5.0. Performance

When performance is deemed unacceptable or nonconforming, the COR will inform the Contractor’s program manager. The COR will also notify the Contracting Officer (CO) of the nonconforming performance.

If any services do not conform to contract requirements, the Government may require the Contractor to reperform the services at no increased cost to the Government. When nonconforming performance cannot be corrected by reperformance, the Government may pursue contractual remedies, including those identified in the contract and applicable regulations.

The Contractor shall take all necessary actions to ensure future performance conforms to contract requirements, which may include updating the Quality Control Plan, providing additional training, removing personnel from performance under this contract, or other corrective measures as directed by the Government.

The Government may, by separate contract or otherwise, perform the services and charge to the Contractor any costs incurred by the Government that are directly related to the performance of such services.

6.0. Quality Assurance Surveillance Plan Performance Criteria

Performance Criteria

Performance Standard Max allowable degree of deviation

Method -Type of Surveillance

Incentive & Disincentive (per occurrence)

Transportation Orders

Sections 2.0., 3.1., & 3.2., inclusive of applicable subsections

1 occurrence per quarter Monitor timeliness and accuracy of submittals through travel coordinator and COR

Failure to comply will result in the basic monthly payment being reduced by 10%

Passenger Satisfaction

Sections 3.2. & 7.0., inclusive of applicable subsections

1 occurrence per quarter Monitor through Passenger comment

Failure to comply will result in the basic monthly payment being reduced by 5%

Reporting Sections 3.3. and 9.0, inclusive of applicable subsections

1 occurrence per quarter Monitoring timeliness and accuracy of reporting deliverables by the COR

Failure to comply will result in the basic monthly payment being reduced by 5%

Safety Sections 3.4. & 7.1. 2 occurrences per year Monitor through travel coordinator and COR

Failure to comply will result in the basic monthly payment being reduced by 5%

Passenger Safety Section 3.4.2. 2 occurrences per year Monitor through travel coordinator and COR

Failure to comply will result in the basic monthly payment being reduced by 5%

Training & Certification or Licensing

Sections 3.5. & 4.0., inclusive of applicable subsections

2 occurrences per year Monitor through travel coordinator and COR

Failure to comply will result in the basic monthly payment being reduced by 5%

Professionalism Section 3.6. 1 occurrence per quarter Monitor through Passenger and NIST Personnel comment, and COR interaction and observation

Failure to comply will result in the basic monthly payment being reduced by 5%

Key Personnel Section 4.0. and applicable subsections.

1 occurrence per year Monitor personnel qualifications through travel coordinator and

COR

Failure to comply will result in the basic monthly payment being reduced by 10%

Fleet Vehicles Section 5.1. 2 occurrences per year Monitor vehicles through travel coordinator and

COR

Failure to comply will result in the basic monthly payment being reduced by 5%

Fleet Maintenance

Section 5.2. 2 occurrences per year Review logs semi-annually

Failure to comply will result in the basic monthly payment being reduced by 5%

Security Section 6.0., inclusive of applicable subsections

2 occurrences per year Monitor through COR Failure to comply will result in the basic monthly payment being reduced by 5%

Roster Section 6.2. 2 occurrences per year Monitor through COR Failure to comply will result in the basic monthly payment being reduced by 5%

Quality Control Plan

Section 7.1. 2 occurrences per year Monitor through COR &

CO

Failure to comply will result in the basic monthly payment being reduced by 5%

Invoicing Section 8.0. 2 occurrences per year Monitor through COR &

CO

Failure to comply will result in the basic monthly payment being reduced by 5%

Deliverables Section 9.0. 1 occurrence per quarter Monitoring timeliness and accuracy of reporting deliverables by the COR

Failure to comply will result in the basic monthly payment being reduced by 5%

ATTACHMENT 1

CUSTOMER COMPLAINT RECORD

Date/Time of Complaint:

Source of Complaint:

Organization:

Individual:

Nature of Complaint:

Contract Reference:

Validation:

Date/Time Contractor Informed of Complaint:

Action Taken by Contractor:

Received/Action Validated:

Determination: Complaint Valid Complaint Not Valid

COR Signature Date

ATTACHMENT 2

CONTRACT DISCREPANCY REPORT (CDR)

1. CONTRACT NUMBER DISCREPANCY REPORT NUMBER:

2. TO: (CONTRACTOR & MANAGER'S NAME) 3. FROM: (NAME OF COR)

4. PREPARED - ORAL NOTIFICATION - RETURNED BY CONTRACTOR - ACTION COMPLETE - DATES

5. DISCREPANCY OR PROBLEM (DESCRIBE IN DETAIL. INCLUDE SOW REFERENCES. ATTACH CONTINUATION SHEET

IF NECESSARY):

6. SIGNATURE OF COR:

7. TO: (CONTRACTOR)

8. CONTRACTOR RESPONSE AS TO CAUSE, CORRECTIVE ACTION AND ACTIONS TO PREVENT RECURRENCE (ATTACH CONTINUATION SHEET IF NECESSARY. CITE APPLICABLE QC PROGRAM PROCEDURES OR NEW QC PROCEDURES):

9. SIGNATURE OF CONTRACTOR REPRESENTATIVE: DATE:

10. GOVERNMENT EVALUATION (ACCEPTANCE, PARTIAL ACCEPTANCE, REJECTION. ATTACH CONTINUATION SHEET

IF NECESSARY):

11. GOVERNMENT ACTIONS (CONTRACTOR DEFICIENCY REPORT, CURE NOTICE, SHOW CAUSE, OTHER):