Attachment 2. Quality Assurance Surveillance Plan_QASP_Tour Brochure Distribution Contract.pdf

Version 01/24/2018

Quality Assurance Surveillance Plan

For

Tour Brochure Distribution Contract

Add/Insert Contract #

May 22, 2024 to May 21, 2029

COR

Ellen Villeneuve

DATE BEP

CONTRACTING

OFFICER

(Place CO NAME

HERE)

DATE

May 2024

(Place date here)

SUMMARY OF REVISIONS

Revision

Dated

Revision page(s) number

Content Position Name

Original version Date

Original COR

TABLE OF CONTENTS

Subject Page Number

1. Overview

2. Description of Services/Supply/Product

3. Roles and Responsibilities

4. Contract Quality Requirements

5. Government Surveillance

6. Non-Conforming Performance

7. Data Analysis

8. Acceptance of Services

9. COR Status Report

10. Contractor Performance Assessment Reporting System (CPARS)

11. COR/Quality Assurance Surveillance Files

12. 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 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 nonconforming services discovered at the subcontractor level will be addressed with the prime contractor.

2. Description of Services.

2.1. Scope of Work. The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision and other items for this nonpersonal services contract necessary to provide distribution and display of Bureau of Engraving and Printing (BEP) tour brochures for the Tour and Visitor Center (TVC) in high-traffic, tourist-oriented locations including hotels, motels, car rental offices, visitor centers, airports, chambers of commerce, restaurants, etc. in the Dallas/Fort Worth metropolitan area, located within an estimated 70-mile radius of the BEP facility as defined in the PWS except for those items specified as government-furnished materials, property or services. The contractor shall perform to the standards in this contract.

2.2. Type of Contract. The government will award a Firm Fixed Price contract.

3. Roles and Responsibilities. The contractor shall ensure the largest dissemination of advertisement and educational information concerning the BEP, the products it produces, and the

TVC in Fort Worth, Texas. The government will provide all promotional and educational materials to be distributed and displayed.

3.1. Government.

3.1.1. Contracting Officer (CO). The CO 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 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 and specifications; monitor contractor's performance and notify both the CO 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 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

3.2. Contractor.

3.2.1. Contract Manager. The contractor shall provide a contract manager who shall be responsible for the performance of the work. The name of this person and an alternate who shall act for the contractor when the manager is absent shall be designated in writing to the contracting officer. The contract manager or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract. The contract manager or alternate shall be available between 8 a.m. and 4:30 p.m., Monday through Friday except federal holidays or when the government facility is closed for administrative reasons.

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 nonrecurrence 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 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 used to monitor the contractors’ performance: Periodic Inspection and Customer Feedback.

5.1.1. Periodic Inspection. Planned sampling of a service at specific predetermined dates and times. May be appropriate for tasks that occur infrequently.

5.1.2. Customer Feedback. The 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 nonconformances, the procedures in paragraph 6 below will be followed.

5.2. Surveillance Schedule. A Surveillance Schedule will be created quarterly using the 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 and will become part of the CORs file.

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

5.4. Surveillance Documentation. The applicable Surveillance Checklist(s) will be completed when/as surveillance is conducted. Completed Surveillance Checklist(s) will be filed in CORs file. The file will have ready access to the BEP Office of Chief Procurement Officer.

6. Nonconforming Performance. Nonconformance occurs when a contractor fails to meet contract or task order terms, conditions and/or specifications. All instances of nonconformance will be documented and the contractor will be notified. Resolution of nonconformance discovered at the subcontractor level will be addressed with the prime contractor.

Nonconformance is classified as either Level I (Minor), Level II (Major) or Level III (Critical).

6.1. Level I (Minor). Level I nonconformance 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 nonconformances 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 CO as soon as practical when a verbal

Level I CDR is issued and document them in their Monthly Reports. If the nonconformance cannot be corrected on the spot, the contractor shall be given a suspense date to correct the deficiency. The CO will issue and sign written Level I CDRs, Attachment 5.

6.2. Level II (Major). Level II nonconformance 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 CO issues all Level II CDRs in writing, Attachment 5. The COR will notify the CO as soon as practical when a major nonconformance is identified.

6.3. Level III (Critical). Level III nonconformances 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 CO immediately upon discovery of a critical nonconformance.

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, the COR 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 CO shall track CDRs to ensure the contractor identifies and takes appropriate corrective action to the root cause and the specific nonconformance is corrected within the required timeline. The CO will make a final written determination of the government’s remedies if the nonconformance is not corrected by the contractor after receiving notice and a reasonable opportunity to correct the work.

7. 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 and/or increase or decrease surveillance, if deemed appropriate. Negative trends noted using government data/observations could result in issuing the contractor a CDR. Trends noted using contractor data will not result in a CDR unless the contractor is not addressing the negative trend.

8. 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 via the Invoice Processing Platform or IPP.

9. COR Status Report. COR Status Reports will be submitted on a monthly basis to the CO.

COR Status Reports will provide a synopsis of the contractor’s 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 contractor’s 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.

10. 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.

11. COR/Quality Assurance Surveillance Files. The official COR/Quality Assurance

Surveillance File will be maintained by the COR.

12. 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 CO for approval and the CO must approve all changes.

Attachments:

1. Performance Requirements Summary (PRS)

2. Customer Complaint Record

3. Surveillance Schedule

4. Surveillance Checklist(s)

5. Contract Discrepancy Report

Attachment 1

Performance Requirements Summary (PRS)

The contractor services requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success. Government surveillance of contractor performance is not limited to the Performance Objectives as outlined in this PRS. The government reserves the right to conduct compliance surveillance of any contractual requirement of this acquisition.

Performance Objective

Performance Standard Performance

Threshold

Method of

Surveillance

Incentives

(Positive or Negative)

PRS # 1.

The contractor shall provide the government two working days notice of restocking need and desired pickup date

The contractor shall provide notice in writing, i.e. via email, to the COR.

No deviation allowed 100% COR or designee contact.

Positive or Negative assessment in CPARS

PRS # 2

The contractor shall ensure all rack and display systems are kept clean and in good repair

(unbroken or visibly damaged).

Free of easily visible dust, dirt or any other visually unsightly marks, smudges or smears.

A single opportunity to correct the issues within two working days.

Periodic Inspection/

Customer Feedback

Positive or Negative assessment in CPARS

PRS # 3

The materials must not be obstructed from random or easy view based on the location on the display system (racks, stands etc.).

The brochures must not be positioned directly behind other material obstructing a potential customer’s ability to view them at a glance.

No deviation allowed Periodic Inspection/

Customer Feedback

Positive or Negative assessment in CPARS

PRS # 4

The contractor must ensure the materials have not run out at any of the listed sites for more than a

24-hour period.

Brochures should always be available at a rack or display system and not be missing for more than a 24-hour period.

No deviation allowed Periodic Inspection/

Customer Feedback

Positive or Negative assessment in CPARS

Attachment 2

Customer Complaint Record

Customer

Complaint Record _.pdf

Attachment 3

Surveillance Schedule

Surveillance

Schedule _.pdf

Attachment 4

Surveillance Checklist(s)

Brochure

Distribution Contract Survelliance Checklist.pdf

Attachment 5

Contract Discrepancy Report

BEP_OA_CDR.pdf