Attachment 2_QASP.docx

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. Contract or Task Order Title: Warehouse Support Services,

2. Purpose:

This QASP provides a systematic method to evaluate performance for the stated contract. This QASP explains the following:

· What will be monitored?

· How monitoring will take place.

· Who will conduct the monitoring?

· How monitoring efforts and results will be documented.

This QASP does not detail how the contractor accomplishes the work. Rather, the QASP is created with 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 occur.

This QASP is a “living document” and the Government may review and revise it on a regular basis. Updates shall ensure that the QASP remains a valid, useful, and enforceable document. Copies of the original QASP and revisions shall be provided to the contractor and Government officials implementing surveillance activities. See Appendix 5 for the QASP Form.

3. Roles and Responsibilities:

The following personnel shall oversee and coordinate surveillance activities.

Program/Project Manager (PM) – The PM provides program oversight and supports the COR’s performance assessment activities.

Contracting Officer (KO) – The KO 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 KO shall also ensure that the contractor receives impartial, fair, and equitable treatment under this contract. Determine the final assessment of the contractor’s performance.

Contracting Officer’s 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 contractor meets the performance standards contained in the contract. The COR is responsible for reporting early identification of performance problems to the KO. The COR is required to provide an annual performance assessment to the KO 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.

Other Key Government Personnel- Branch Chief, Warehouse Operations, Branch Chief, Property Management and DISA Lab Managers will provide additional monitoring information to COR. This may include performance monitors, inspectors, technical experts, or others (i.e. users) who provide information that helps the COR monitor contractor performance.

4. Primary Method of Surveillance: Monthly QASP identifying acceptable/unacceptable work.

Acceptable surveillance methods include:

· 100 Percent Inspection. This is usually only the most appropriate method for infrequent tasks or tasks with stringent performance requirements, e.g., where safety or health is a concern. With this method, performance is inspected/evaluated at each occurrence. One hundred percent inspection is too expensive to be used in most cases.

· Random Sampling. This is usually the most appropriate method for recurring tasks. With random sampling, services are sampled to determine if the level of performance is acceptable. Random sampling works best when the number of instances of the services being performed is very large and a statistically valid sample can be obtained. Computer programs may be available to assist in establishing sampling procedures.

· Periodic Inspection: These services are monitored weekly, monthly, quarterly, semiannually, annually, etc. Periodic types of activities are perfect for periodic inspection because not only are they infrequent, but there is normally a predetermined, specified time frame within which the tasks must be accomplished. Therefore, you know exactly when to conduct the evaluations. Periodic inspections automatically become 100 percent evaluations or "100 percent checks." Inspections should be divided and scheduled by frequency: annual, semiannual, quarterly, monthly, weekly and as required. Sometimes services are required for which the time or frequency cannot be predicted, such as accident investigations, one-time special tasking by higher headquarters, etc. These would be labeled "as required inspections." Others are known and predictable such as the quarterly status report or the monthly travel report currently included in some DISA service contracts.

· Customer Input. Although usually not a primary method, this is a valuable supplement to more systematic methods. For example, in a case where random sampling indicates unsatisfactory service, customer complaints can be used as substantiating evidence. In certain situations where customers can be relied upon to complain consistently when the quality of performance is poor, e.g., dining facilities, building services, customer surveys and customer complaints may be a primary surveillance method, and customer satisfaction an appropriate performance standard. In all cases, complaints should be documented, preferably on a standard form.

Surveillance Matrix

The Surveillance Matrix (Appendix 1) is the list of performance objectives and standards that must be performed by the contractor. This matrix details the method of surveillance the COR will use to validate and inspect these performance elements. Inspection of each element will be documented in the COR file.

Performance objectives define the desired outcomes. Performance Standards define the level of service required under the contract to successfully meet the performance objective. The inspection methodology defines how, when, and what will be assessed in measuring performance. The Government performance surveillance, using this QASP, to determine the quality of the contractor’s performance as it relates to the performance element standards. The AQL performance Standard Table should be used to form the foundation of the COR’s inspection checklist.

5. Performance Standards: The performance standards are identified below and in Appendix 1, Surveillance Matrix.

Methods of Surveillance

Task Central Receiving Point/Mover Support (par. 6.1.1)

Task Central Receiving Point Operations (par. 6.1.2)

· Customer wait time not to exceed 7 business days from receipt to issue

· Generate Supply and Transportation Discrepancy Report within 24 hours of receipt of equipment

· Processes excess/unserviceable assets for DLA-DS within 10 working days of receipt

Task Conference Room Set-up (par. 6.1.3)

· Confirm appointments within 24 hours of receiving requests

· Completes setup NLT one hour prior to event start

Task Transportation Assets (par. 6.1.4)

· Confirm appointments within 24 hours of receiving requests

· Has truck available upon request of movement services

Task Property Accountability Services (par. 6.2)

· Catalogs (in DPAS) new assets within 72 hours of request

· Post transactions (in DPAS) within 72 hours of receipt of supporting documents

Task Property Accountability Services for Inventories and Disposition of Property (par. 6.2)

· Processes inventory reconciliations within 5 working days of receipt

· Removes all excess property from the property custodian accounts within 3 days of receipt of property in central receiving point

Performances occur with no required re-performance or re-work at least 95% of the time. Problems that occur are minor and are resolved in a satisfactory manner. Inventory reconciliations will be processed within 5 working days upon receipt from Property Custodians. Excess will be removed within 3 days of receipt of property in central receiving point or DRMS.

Routine inspection of deliverable services.

Task Property Accountability Services for Inventories and Disposition of Property (par. 6.2)

· Processes inventory reconciliations within 5 working days of receipt

· Removes all excess property from the property custodian accounts within 3 days of receipt of property in central receiving point

Performances occur with no required re-performance or re-work at least 95% of the time. Problems that occur are minor and are resolved in a satisfactory manner. Inventory reconciliations will be processed within 5 working days upon receipt from Property Custodians. Excess will be removed within 3 days of receipt of property in central receiving point or DRMS.

Routine inspection of deliverable services.

Task Property Accountability Services for Inventories and Disposition of Property (par. 6.2)

Annual

Task Property Accountability Services for Inventories and Disposition of Property (par. 6.2)

Annual

Task Industrial Property Services Inventory documentation (par. 6.3)

Routine inspection of deliverable services.

Task Industrial Property Services: Property Management Systems Analysis (PMSA) (par. 6.3)

Task Policy and Compliance/ Policy Management (par. 6.4)

Task Policy and Compliance/ Policy Coordination (par. 6.4)

Task Policy and Compliance/ Financial Liability Investigation of Property Loss (FLIPL) Administrator.

(par. 6.4)

Task Policy and Compliance/ Financial Liability Investigation of Property Loss (FLIPL) weekly updates.

(par. 6.4)

Receive initial FLIPL packets and review for accuracy. Create portfolio and initiate into the Task Management Tool. Update FLIPL register when investigations are opened/ closed. The frequency is daily.

Performances occur with no required re-performance or re-work at least 98% of the time. Problems that occur are minor and are resolved in a satisfactory manner.

Routine inspection of deliverable services.

Task Lab Monitor (par. 6.5)

Task Lab Monitor (par. 6.5)

Task Lab Monitor (par. 6.5)

Task Lab Monitor (par. 6.5)

Task Lab Monitor (par. 6.5)

Property Monitors will be trained in DPAS to verify that equipment going in and out of the labs are properly accounted for in DPAS

Performances occur with no required re-performance or re-work 95% of the time. Property Monitors will take required training for DPAS access and need minimal retraining to complete required tasks in this system

Periodic inspection of deliverable services.

Task Lab Monitor (par. 6.5)

Task Lab Monitor (par. 6.5)

Task Lab Monitor (par. 6.5)

6. Documenting Performance:

Acceptable Performance.

The Government shall document positive performance. A Performance Assessment Report (PAR) template is attached (Appendix 2). Any report may become part of the supporting documentation for fixed price payments, award/incentive fee payments, Contractor Performance Assessment Reporting System (CPARS) entries, or other actions. Government acceptance of services permits the contractor to invoice for the service fee.

Unacceptable performance.

Unacceptable contractor performance can be identified by customer complaints (Appendix 3) or upon schedule surveillance evaluations. When unacceptable performance occurs, the COR shall inform the contractor. This will normally be in writing unless circumstances necessitate verbal communication. The COR shall document the discussion and place it in the COR file and provide a copy to the KO.

When the COR determines formal written communication is required, the COR shall prepare a Corrective Action Report (CAR). The CAR is forwarded to the KO for dissemination to the contractor. A CAR template is attached to this QASP (Appendix 4).

The contractor shall acknowledge receipt of the CAR in writing. The CAR will specify if the contractor is required to prepare a corrective action plan to document how the contractor shall correct the unacceptable performance and avoid a recurrence. The CAR will also state how long after receipt the contractor has to present this corrective action plan to the KO and COR. The Government may withhold payment for services until corrective action is taken. The Government shall review the contractor's corrective action plan to determine acceptability. Upon Government acceptance of the corrected services the contractor will be permitted to invoice for the service fee.

Any CAR may become a part of the supporting documentation for contract payment deductions, fixed fee deductions, award fee nonpayment, CPARS or other actions deemed necessary by the KO.

7. Mandatory or regulatory compliance items: The contractor will provide initial proof of compliance with regulatory and compliance items contained in the contract. The Contracting Officer's Representative (COR) and the Contracting Officer (KO) will evaluate the initial submission and will conduct ad hoc reviews of the contractor's compliance throughout the remainder of the contract. The contractor will monitor compliance as required by FAR 52.222-50, Combating Trafficking in Persons, and report any issues to the KO.

8. Acceptable Quality Level (AQL):

The AQL for this project is 95% for performance of 6.1, 6.2, 6.4, 6.5 and 98% for performance of section 6.3. These levels were established due to the critical support provided by the Warehouse & Property Management Operations.

9. Evaluation Method:

The COR will document the time of verbal notification to the contractor. The COR will document the official time and date of notification on the QASP monitoring report. The COR will review deliverables outline within QASP, conduct a comparison with warehouse & property operation performance and otherwise verify and validate contractor performance. The contractor shall submit sign QASP response within 5 days of receipt of acceptable/unacceptable outline in corrective actions. The COR will confirm the date and time of problem resolution in the record.

10. Performance Rating

In evaluating the quality of contractor’s performance, the following performance ratings may be used (same as CPAR ratings).

Performance Rating Criteria

Appendix 1 - Surveillance Matrix

Performance Standards Acceptable Quality Levels Methods of Calculation

1. Meets all specified milestones as identified in the Statement of Work. 6.1 thru 6.5

2. Reports are prepared and submitted in accordance with the PWS. Para 13, Deliverables

3. Ensures accountability and control for all excess equipment/property received by the contractor. Para 6.2.1

4. Ensures the proper employees have the necessary licenses to operate machinery and vehicles. Para 6.2.6.

5. Provides a safe working environment for all contactor and Government employees. Para 6.1.1

6. Ensures accountability and control for received material, ADP and other property under the contactor’s control. Para 6.5

7. Ensures proper shipping and safe delivery of all material under the contractor’s control. Para 6.2.2

8. Provides prompt and courteous customer service during warehouse operation daily. Para 6.3.1

9. The contractor will provide property inventory control, to include inventories of all accountable and non-accountable property (new and existing equipment. (Property accountability Services) Para 6.5

10. Provide Catalog Build/Maintenance Services for new and existing stock numbers. Para 6.5.15/16

11. Ensures proper documentation for all Disposal of Excess Property and adjustment of Stock Record Account completed within time outline in PWS. Para 6.5.17

Target Criteria:

95% of all customer respondents are Satisfied, More Than Satisfied, or very Satisfied

Minimum Acceptable:

> 95% of all survey respondents are Satisfied, More Than Satisfied, or Very Satisfied with Contractor delivery management of all SITE Warehouse and property accountability services Calculation:

The number of shipment receipts, deliveries, disposals, customer service support, inventories, catalog request, file management and labor support that was Satisfied, More Than Satisfied, or Very Satisfied divided by the total number of customer requests completed weekly.

All deliverable reporting weekly to the COR will determine the results to have at least a 95% confidence factor with a 5% error rate. Rating acceptable/unacceptable.

Measurement Interval – The Measurement Interval is monthly during the tenure of contract..

Measurement Period – The Measurement Period begins at 00:01 on the first day of the month and ends at 24:00on the last day of the month.

Source of Measurement Data – Data will be collected from management monthly status report outline in section 11 of (PWS).

Method of Surveillance – Customer and Management feedback on customer support.

Timing of Measurement – Measurements are taken within five (5) days of the end of the Measurement Period.

Reporting Frequency: - Reporting to commence upon Contract Award and continue throughout the Period of Performance.

Monthly reporting of QASP during the entire period of the contract.

(Exceptional Very Good Satisfactory Marginal Unsatisfactory)

(A rollup of assessment of the Surveillance Inspection Results to develop an overall rating for this objective)

PERFORMANCE ASSESSMENT REPORT (PAR)

(If more space is needed, use reverse and identify by number)

4. QUALITY ASSURANCE PERSONNEL (COR) SIGNATURE AND DATE

I. PERFORMANCE

7. |_| DEFICIENCY (CHECK ALL BOXES THAT APPLY)

|_| NEW

|_| REPEAT

|_| NO DEFICIENCY NOTED

8. SERVICES SUMMARY or PWS PARAGRAPH ITEM REVIEWED

II. CONTRACTOR VALIDATION

11. CONTRACTOR REPRESENTATIVE |_| CONCUR |_| NON-CONCUR

12. CORRECTIVE ACTION ESTIMATED COMPLETION DATE

13. CONTRACTOR REPRESENTATIVE CORRECTIVE ACTION AND PREVENTION OF RECURRENCE OR REASON FOR NON-CONCURRENCE OF COR CITED DEFICIENCY

III. ACTION CORRECTED

14. |_| CONCUR |_| NON-CONCUR COR SIGNATURE AND DATE

15. COR REMARKS (REQUIRED)

6. CONTRACTOR REPRESENTATIVE REMARKS

Appendix 2 – Performance Assessment Report

Appendix 3 – Customer Complaint Record

CUSTOMER COMPLAINT RECORD

DATE/TIME OF COMPLAINT

SOURCE OF COMPLAINT

ORGANIZATION

BUILDING NUMBER

INDIVIDUAL

PHONE NUMBER

NATURE OF COMPLAINT

CONTRACT REFERENCE

VALIDATION

DATE/TIME CONTRACTOR INFORMED OF COMPLAINT

ACTION TAKEN BY CONTRACTOR

RECEIVED/VALIDATED BY

Appendix 4 – Corrective Action Report

CORRECTIVE ACTION REPORT (CAR)

(If more space is needed, use reverse and identify by number)

1. CONTRACTOR

2. CONTRACT NUMBER

3. TYPE OF SERVICES

4. FUNCTIONAL AREA

5. SUSPENSE DATE

6. CONTROL NUMBER

7. DEFICIENCY |_| MAJOR |_| MINOR

FINDING:

FINDING IMPACT:

Please respond with a written corrective action plan that details the corrective action of the cited deficiency, the cause of the deficiency, and actions taken to prevent recurrence by Suspense Date in Block 5. If date was not entered in Block 5, the contractor is not required to provide a response.

8. QUALITY ASSURANCE PERSONNEL (COR)

TYPED NAME AND GRADE

SIGNATURE AND DATE

9. ISSUING AUTHORITY

TYPED NAME AND GRADE

SIGNATURE AND DATE

10. COR RESPONSE TO CONTRACTOR CORRECTIVE ACTION AND ACTION TAKEN TO PREVENT RECURRENCE

11. COR DETERMINATION

|_| ACCEPTED |_| REJECTED

12. CLOSE DATE

Appendix 5 – QASP Form

QUALITY ASSURANCE MONITORING FORMS/INSPECTION CHECKLIST

CONTRACTOR’S NAME:

CONTRACT NUMBER:

LOCATION:

SERVICE or STANDARD:

SURVEY PERIOD: SURVEILLANCE METHOD:

LEVEL OF SURVEILLANCE (Check):

Monthly Quarterly As needed0

PERCENTAGE OF ITEMS SAMPLED DURING SURVEY PERIOD: %

ANALYSIS OF RESULTS:

NOTE: S = Satisfactory Performance M = Marginal Performance U = Unsatisfactory Performance N/A = Not Applicable

Performance: Satisfactory (S), Marginal (M), Unsatisfactory (U), Not Applicable (N/A)

Overall Rating of Inspection (S, M, U, or N/A)

PREPARED BY: CONTRACTOR SIGNATURE:

DATE: DATE:

Enclosure 6, Page 1 of 2 Pages 17Jul2013/Version 2

Encl , QASP