Attachment 2 - QASP.docx

Quality Assurance Surveillance Plan (QASP)

1. INTRODUCTION

Purpose. The role of the government in quality assurance is to ensure contract standards are achieved. The purpose of the QASP is to identify the methods and procedures the government will use to evaluate contractor’s support service performance while executing the requirements in the Performance Work Statement (PWS).

0. The QASP provides a systematic method to evaluate the services the contractor is required to furnish. The QASP created with in the premise that the contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance. In addition, the QASP should recognize that unforeseen and uncontrollable situations may occure. .

0. The QASP has been developed by the Pentagon Building Management Office. It is a “living document” and the Government may review and revise it on a regular basis. Update shall ensure that the QASP remains a valid, useful, and enforceable document.

1. ROLES AND RESPONSIBILITIES.

0. Contracting Officer (CO). The CO shall ensure performance of all necessary actions for effective contracting, ensure compliance with the contract terms, and shall safeguard the interests of the United States in the contractual relationship. The CO shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract. Determine the final assessment of the contractor’s performance.

2.2.1. The CO delegates a Contracting Officer Representative (COR) for inspection and/or acceptance in accordance with terms of the contract.

2.2.2. The CO informs the contractor of the names, duties, and limitations of authority for all quality assurance personnel assigned to the contract.

0. Contracting Officer Representative (COR). The COR is responsible for providing continuous technical oversight of the contractor’s performance. The COR uses the QASP to conduct the oversight/surveillance process. The COR shall keep a Quality Assurance file that accurately documents the contractor’s actual performance. The purpose is to ensure that the contrac-tor meets the performance standards contained in the contract. The COR is responsible for reporting early identification of performance problems to the CO. The COR is required to provide an annual performance as-sessment to the CO which will be used in documenting past performance. The QASP is the primary tool for documenting contractor performance. The COR is not empowered to make any contractual commitments or to authorize any contractual change on the Government’s behalf.

1.

1. DESCRIPTION OF SERVICES

1. Scope of Work. The contractor shall provide UPS and generator maintenance services, including preventive maintenance, minor repairs, major repairs, and emergency call response for the Pentagon, Incinerator Plant, and the Heating and Refrigeration Plant that results in extending the useful life of the equipment, minimizing down time, and assuring the operating equipment and systems are performing at peak efficiency as defined in the Performance Work Statement (PWS).

1. QUALITY REQUIREMENTS

2. Quality Control Program. The contractor, not the government, is responsible for management and quality control actions to meet the terms of the contract.

0. The quality control program is the driver for quality. The contractor shall develop and maintain an effective Contractor Quality Control Plan (CQCP) to ensure support services are performed in accordance with the PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The CQCP is the means by which contractor assures itself rrence of defective services. elf that its work complies with the requirement of the contract. . The CQCP shall be delivered via electronic mail within 30 days of contract award.

0. Once the quality control program is accepted, careful application of the process and standards presented in the remainder of this document will ensure a robust quality assurance program.

1. SURVEILLANCE

3. Surveillance Team. The surveillance team consists of the following key players: Contracting Officers , Contracting Officer Representative, and Inspectors.

3. Surveillance Methods. This QASP will incorporate methods described in this paragraph to ensure the contractor complies with the PWS requirements. The COR will utilize the forms included in Attachment 1 and Attachment 2 to document contractor performance.

1. Field Inspections: The COR will randomly inspect 20% of the work performed in a given month.

1. Contractor Logs: The COR will conduct monthly inspection of contractor logs for all preventive and predictive maintenance actions performed. Additionally, the COR will also conduct monthly inspection of contractor logs for all problems requiring corrective maintenance.

1. MAXIMO Database: The COR will periodically monitor the MAXIMO Database for contractor entries.

1. Reports: The COR will review monthly reports provided by the contractor to include all maintenance, service calls, and emergency calls for the previous month.

5.2 Customer Feedback. The contractor is expected to establish and maintain professional communication between its employees and 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.

5.4. Unacceptable Performance. If the number of complaints/defects exceeds the performance threshold for any objective, the COR will determine the possible cause of this unacceptable performance. Government-caused complaints/defects shall not be counted against the contractor. The same applies to any other requirement of the contract when Government-caused complaints/defects are the cause of unacceptable contractor performance. If the contractor’s performance is judged unacceptable for any requirement by COR, the COR will inform the contractor’s on-site representative, and request his or her signature and date of surveillance on documentation acknowledging notification. If the on-site contractor representative refuses to sign, COR personnel shall annotate on the documentation the date and time of notification and name of representative and his/her refusal to acknowledge. If the contractor disputes the results of surveillance, COR must refer the contractor to the contracting officer for resolution.

3. Revisions. Revisions to this QASP are the joint responsibility of the requiring activity and the contracting office. However as a result of partnering with the contractor, surveillance checklists may be revised jointly by COR personnel and contractor personnel. The contracting officer must approve the revisions in writing before being used by COR personnel.

ATTACHMENT 1

QUALITY ASSURANCE SURVEILLANCE FORM

SURVEY PERIOD: ___________________

LEVEL OF SURVEILLANCE SELECTED (Check):

PERCENTAGE OF ITEMS SAMPLED DURING SURVEY PERIOD: ______ %

ANALYSIS OF RESULTS:

OBSERVED SERVICE PROVIDER PERFORMANCE MEASUREMENT RATE = ______%

SERVICE PROVIDER’S PERFORMANCE (Check):

____ Meets Standards ____ Does Not Meet Standards

NARRATIVE OF PERFORMANCE DURING SURVEY PERIOD: ______________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________

PREPARED BY: ______________________________ DATE: _________________

Contract: HQ0034-20R0231 UPS MAINTENANCE CONTRACT

ATTACHMENT 2

EQUIPMENT DEFICIENCIES LOG

PREPARED BY: ______________________________ DATE: _________________