Attachment 11 - Quality Assurance Surveillance Plan - FINAL.pdf

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

NAVAL SPECIAL WARFARE COMMAND

INTEGRATED ELECTRONIC SECURITY SYSTEM (IESS) SUPPORT

1.0 PURPOSE

This Quality Assurance Surveillance Plan (QASP) is a Government developed and applied document used to make sure that systematic quality assurance methods are used in the administration of the Performance Based Service Contract (PBSC) standards included in the task order. The intent is to ensure that the Contractor performs in accordance with performance metrics set forth in the documents, that the Government receives the quality of services called for in the task order and that the Government only pays for the acceptable level of services received.

2.0 AUTHORITY

Authority for issuance of this QASP is provided under FAR 52-212-4(a), Inspection/Acceptance, which provides for inspections and acceptance of the articles, services, and documentation called for in the contract to be accomplished by the Contracting Officer or their duly authorized representative.

3.0 SCOPE

The Contractor, and not the Government, is responsible for management and quality control actions necessary to meet quality standards set forth by the contract. The QASP is put in place to provide Government surveillance oversight of the Contractor’s quality control efforts to assure that they are timely, effective and are delivering the results specified in the contract. The QASP is not a part of the task order nor is it intended to duplicate the Contractor’s Management Plan. The Government may provide the Contractor an information copy of the QASP as an Attachment to the solicitation to support the Contractor’s efforts in developing its plan for maintaining the levels of quality anticipated to be delivered under the terms of the task order.

4.0 RESPONSIBILITIES

The Government resources shall have responsibilities for the implementation of this QASP as follows:

Contracting Officer – The Contracting Officer ensures performance of all necessary actions for effective contracting, ensures compliance with the terms of the task order and safeguards the interests of the United States in the contractual relationship. It is the Contracting Officer that assures the Contractor receives impartial, fair and equitable treatment under the task order. The Contracting Officer is ultimately responsible for the final determination of the adequacy of the Contractor’s performance.

Contracting Officer’s Representative (COR) – An individual designated in writing by the Contracting Officer to act as his authorized representative to assist in administering the task order. The source and authority for the COR is the Contracting Officer. COR limitations are contained in the written letter of appointment.

Technical Representative (TR) – An individual designated in writing by the COR to act as their authorized representative to assist in administering a contract. TR limitations are contained in the written letter of appointment. The TR provides detailed oversight of the Contractors’ performance and provides Customer Feedback to the COR in a timely complete and impartial fashion. While the TR may serve as a direct conduit between the Contractor and the COR, he or she is not empowered to provide technical direction or clarification to the Contractor.

Authorized Government Site Representative (AGSR) – An individual designated by the COR to assist in administering a contract.

AGSRs are strictly limited to working with the contractor to open and close trouble tickets. AGSRs work with the COR to coordinate work efforts, verify that work is complete to quality standards, and provide Customer Feedback to the COR. AGSRs are not empowered to provide technical direction or clarification to the Contractor. TRs are also AGSRs

5.0 METHODS OF QA SURVEILLANCE

The below listed methods of surveillance shall be used in the administration of this QASP. The QASP Matrix describes the methods of surveillance that may be used to monitor the services and deliverables to be provided under the task order.

Random Checks/Inspections by the COR – Random checks will be conducted to ensure compliance with Performance Work Statement requirements. The COR, and/or other NSW Preparatory Course designated representatives will conduct the random monitoring.

Customer Feedback – Customer feedback may be obtained from the results of formal customer satisfaction surveys or from random customer complaints. Additionally, customer feedback will be collected through signed written customer complaints, which will clearly state the detailed factors of the deficiencies. The Contractor shall maintain a summary log of all formally received customer complaints as well as a copy of each complaint in a documentation file.

6.0 IDENTIFIED QA SURVEILLANCE ITEMS

The items that have been identified for surveillance are identified in the Performance Requirements Summary (PRS).

7.0 DOCUMENTATION

The COR will maintain a complete Quality Assurance Surveillance file. The file shall contain such documents as copies of all receiving reports, evaluations, recommendations, and any other actions related to the Government’s performance of the quality assurance function. All such records will be retained for the life of the task order. The COR shall forward these records to the Contracting Officer at termination or completion of the task order. At a minimum, the Quality Assurance Surveillance file shall contain:

Copies of letters of appointment for the COR.

A copy of the contract, task order and all modifications.

A copy of the QASP and all subsequent revisions.

The names and titles of individuals on the task order administration team.

A record of all accepted receiving reports, required documentation with the submission of each receiving report, and reviews and verifications of individual travel journals.

Memoranda for the record or minutes of any pre-performance meetings or conferences.

Memoranda for the record or minutes of any meetings or discussions with the contractor, or others, pertaining to the contract or contract performance or changes to the PWS, to include all required deliverables.

8.0 ANALYSIS OF CONTRACTOR PERFORMANCE

An analysis of contractor performance shall be conducted at the end of each quarter and a summary of the Contractor’s performance provided to the Contracting Officer and the Contractor. The analysis will use Contract Performance Assessment Reporting System (CPARS) evaluating ratings definitions to assess contractor performance against prescribed measurements/metrics for each deliverable or service requirement in the QASP Matrix. Additionally, the COR, Contractor, and Contracting Officer will complete annual reviews. Overall performance is important in determining whether to increase, decrease or maintain the current level of surveillance and/or whether to initiate corrective action to bring the Contractor’s work up to the standards of the specification.

9.0 PERFORMANCE EVALUATION MEETINGS

The Contractor’s Program Manager shall meet with the COR when necessary. The purpose of these meetings will be to review the Contractor’s performance and Contractor reports issued during the period. A mutual effort will be made to resolve all problems identified. `

PERFORMANCE REQUIREMENTS SUMMARY (PRS)

Deliverable or Service Requirement

Measurement/ Metric Performance Standards Method of Surveillance Frequency

Acceptable Quality Level

Procedures to be taken when performance standards are not met

Preventive Maintenance

(PWS 5.2)

Completeness

Timeliness

Preventative maintenance accomplished in accordance with approved Preventative Maintenance Plan and Preventative Maintenance Checklists.

Customer Feedback

Inspections conducted by the COR, TR, or AGSR.

Monthly

Meets performance standard 95% of the time

Positive/Negative CPARS ratings

Inspection/Acceptance and FAR Clause 52.212- 4(a) and Termination for Cause FAR Clause 52.212-4(m) and 52.246-4 Inspections of Services.

Corrective Maintenance

(PWS 5.3)

Quality

Timeliness

Corrective maintenance accomplished within 30 days with no rework.

Customer Feedback

Inspections conducted by the COR, TR, or AGSR.

As Required

Meets performance standard 95% of the time

Same as above.

Emergency Maintenance

(PWS 5.4)

Quality

Timeliness

Contractor personnel respond to emergencies in accordance with Performance Work Statement (PWS) requirements. Work completed with no rework.

Customer Feedback

Inspections conducted by the COR, TR, or AGSR.

As Required

Meets performance standard 95% of the time

Same as above.

Special Projects

(PWS 5.5)

Quality

Timeliness

Special project quotes are delivered within 30 days of request. Work is completed within Plan of Action and Milestone schedule with no rework.

Customer Feedback

Inspections conducted by the COR, TR, or AGSR.

As Required

Meets performance standard 95% of the time

Same as above.

Monthly Status Report

(PWS 14.0)

Completeness

Timeliness

Monthly status reported is completed and delivered by the 5th of each month.

Customer Feedback

Inspections conducted by the COR, TR, or AGSR.

Monthly

Meets performance standard 100% of the time

Same as above.